State Line Oil

Dear Ms***, This is to inform you that the issue reported by Ms [redacted] on 2/11/has been resolved to the customer's satisfaction She had indeed produced a copy of our service contract brochure which actually had a misprint stating that [redacted] covered the [redacted] on a furnace At no time have we ever covered the [redacted] under any of our Service Contracts I do believe that at one time we did however cover the [redacted] Liner Apparently that year when the brochures were printed, the mistake was made in printing, and not brought to our attentionTo resolve this issue [redacted] covered the [redacted] and refunded Ms [redacted] the payment in fullIn a conversation with one of our representatives, [redacted] , Ms [redacted] expressed that she was happy the matter was resolved, and she continues to be an automatic delivery customer todayI apologize that you did not have this information sooner, but the issue had been resolved within days of complaint being made If you have any questions, please call [redacted] Sincerely, [redacted] State Line Oil

A refund check #*** in the amount of $*** was sent to the customer at their *** address and cleared our bank account on September 9th, 2015. The refund was in process as the customer had requested their account be canceled as of their closing date of August
12th. Unfortunately we had some staff vacations that may have delayed the refund process, however we do consider it having been sent timely. We apologize for the delay, however we did not ignore their request. The cancellation of the account was addressed timely and as the customer had requested, and the refund was processed within three weeks of cancellation. Unfortunately our billing clerk who handles refunds and is responsible for cutting the refund check was on vacation resulting in approximately a week delay from our refund process. If you have any further questions, please call. Sincerely, Mary Anne G***State Line Oil*** ***

I never knew buying a fence could be such a big dealChampion fencing made my experience fantastic! Mike came and gave a detailed estimate (as well as experienced advice) and Jr and his crew were incredibly quick and detailed with their workI appreciate your work! So do my neighborsI had people drive by and ask who did the fencing because they love it! Expect more business ;)

Dear Ms. [redacted], This is to inform you that the issue reported by Ms. [redacted] on 2/11/2015 has been resolved to the customer's satisfaction.  She had indeed produced a copy of our service contract brochure which actually had a misprint stating that [redacted] covered...

the [redacted] on a furnace.   At no time have we ever covered the [redacted] under any of our Service Contracts.  I do believe that at one time we did however cover the [redacted] Liner.  Apparently that year when the brochures were printed, the mistake was made in printing, and not brought to our attention. To resolve this issue [redacted] covered the [redacted] and refunded Ms. [redacted] the payment in full. In a conversation with one of our representatives, [redacted], Ms. [redacted] expressed that she was happy the matter was resolved, and she continues to be an automatic delivery customer today. I apologize that you did not have this information sooner, but the issue had been resolved within 45 days of complaint being made.  If you have any questions, please call [redacted] Sincerely,  [redacted]State Line Oil

Review: Most importantly is that they changed contract coverage without notification of changes. I didn't find out until after a claim was being placed. Failing to return calls to discuss the issue.

I have had several other issues that I'd let go by without reporting hoping for the best.

- originally misrepresented the discount for auto pay.

- lfailed to deliver in appropriate timeing resulting in my run out of oil twice requiring me to call for delivery, one time required them to re-prime the system. Also resulting in contributing to an athsma episode.

- frequently say they will call back and fail to do so.Desired Settlement: I feel that they should honor the contract that they had provided prior to the incident. That is what the understanding of the purchased plan was. Without notice of changes when charging for renewals, it was misrepresentation.

Business

Response:

Dear Ms. [redacted], This is to inform you that the issue reported by Ms. [redacted] on 2/11/2015 has been resolved to the customer's satisfaction. She had indeed produced a copy of our service contract brochure which actually had a misprint stating that [redacted] covered the [redacted] on a furnace. At no time have we ever covered the [redacted] under any of our Service Contracts. I do believe that at one time we did however cover the [redacted] Liner. Apparently that year when the brochures were printed, the mistake was made in printing, and not brought to our attention. To resolve this issue [redacted] covered the [redacted] and refunded Ms. [redacted] the payment in full. In a conversation with one of our representatives, [redacted], Ms. [redacted] expressed that she was happy the matter was resolved, and she continues to be an automatic delivery customer today. I apologize that you did not have this information sooner, but the issue had been resolved within 45 days of complaint being made. If you have any questions, please call [redacted] Sincerely, [redacted]State Line Oil

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: In early August we called Stateline Oil to tell them to cancel our oil budget plan and delivery effective 8/12/15 as we sold our home at [redacted], CT. We also told them credit our [redacted] or send us a check at our new address in [redacted] for the amount remaining on our budget plan which exceeds $300. We have been their customer since 1992 and are appalled at their lack of attention to this request.Desired Settlement: Refund and explanation for untimeliness of response.

Business

Response:

A refund check #[redacted] in the amount of $[redacted] was sent to the customer at their [redacted] address and cleared our bank account on September 9th, 2015. The refund was in process as the customer had requested their account be canceled as of their closing date of August 12th. Unfortunately we had some staff vacations that may have delayed the refund process, however we do consider it having been sent timely. We apologize for the delay, however we did not ignore their request. The cancellation of the account was addressed timely and as the customer had requested, and the refund was processed within three weeks of cancellation. Unfortunately our billing clerk who handles refunds and is responsible for cutting the refund check was on vacation resulting in approximately a week delay from our refund process. If you have any further questions, please call. Sincerely, Mary Anne G[redacted]State Line Oil[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,