Initial Business Response / [redacted] (1000, 6, 2015/08/24) */ We are sorry to hear we have received a complaint from one of our customers Ms [redacted] called for a delivery in [redacted] and this was done on [redacted] **rd, ***The delivery was done for $ [redacted] and was paid by the credit card she supplied us withShe is telling us she wanted a full tank, but there unfortunately was a misunderstanding and we put $ [redacted] in and this is what was paid forMs [redacted] and her caretaker were present at the time of the deliveryThe second call was made for a fill in [redacted] and was delivered as requested on [redacted] **th, ***The caretaker [redacted] ( [redacted] or cell [redacted] ) was also present at the time of this deliveryThis time we did fill the tank and it was $***.**There was an error on our part as we had mix up with credit cardThis was not realized until [redacted] at which time I called and requested her credit card number to clear her balance, which is where I believe she is thinking there was a "failed order"There was also confusion as to the difference in price between the deliveries which was because the first was a $ [redacted] delivery and the second was a fill upAll deliveries were made to her address with someone there on each occasion and her balance is clearI attached the copies of both delivery slipsWe apologize for the misunderstandings and feel this is because there is difficulty with translation Sincerely, [redacted] West Nova Fuels Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am sorry to say West Nova Fuels lied and gave statement on two points as follows: Lie one: "Ms [redacted] and her caretaker were present at the time of the delivery." The fact is I was not at home at the time of delivery in [redacted] In [redacted] I requested the company for a full tank of refuel to my houseI received a phone call from the company on *** [redacted] or so when I was in [redacted] , telling me it was a Failed OrderAt that time my friend [redacted] was [redacted] in [redacted] and we were staying [redacted] in [redacted] When I called the company for a refuel, I informed staff of West Nova Fuels that no one would be in the house, so she asked me to leave the cell phone number of my neighbor ***my [redacted] to her At the time of delivery to my house in [redacted] , whether my neighbor ***my was present or not, the delivery driver of the company has given a contradictory statementHowever, the FACT is that driver did not leave the refuel receipt to my neighbor ***my or called himThat receipt was sent to me via email by the company in [redacted] and that was the first time I saw that receipt Lie two: "This time we did fill the tank and it was $***.**There was an error on our part as we had mix up with credit cardThis was not realized until [redacted] at which time I called and requested her credit card number to clear her balance, which is where I believe she is thinking there was a 'failed order'." The time I got the phone call from West Nova Fuels about the Failed Order was around ***, so there was no connection between the failed order and the second order of $ [redacted] on ***The company deducted $ [redacted] from my credit card on ***, which indicated the company had my right credit card number with them at that moment In mid ***, the company called me to ask for my credit card number, because they said they mixed up my card number and failed to make payment with it for the delivery of $ [redacted] refuel on [redacted] **Only then I viewed my account and found that the company had already deducted $ [redacted] from my account on *** When the company delivered the refuel of $ [redacted] on [redacted] **, I was at home and obtained a receipt for the refuel, for which the payment was made in ***No issue with this part Again, my complaint is that West Nova Fuels might have charged its client for an unfulfilled order Final Business Response / [redacted] (4000, 10, 2015/08/31) */ The oil delivery made on [redacted] **, [redacted] has been confirmed by Ms***'s caretaker, Mr [redacted] I have attached a signed letter confirming this is accurateIt is our error in stating Ms [redacted] was present at the first delivery, she is correct in saying she was only at the second deliveryMr [redacted] was present at both deliveries Sincerely [redacted]
Initial Business Response / [redacted] (1000, 6, 2015/08/24) */ We are sorry to hear we have received a complaint from one of our customers Ms [redacted] called for a delivery in [redacted] and this was done on [redacted] **rd, ***The delivery was done for $ [redacted] and was paid by the credit card she supplied us withShe is telling us she wanted a full tank, but there unfortunately was a misunderstanding and we put $ [redacted] in and this is what was paid forMs [redacted] and her caretaker were present at the time of the deliveryThe second call was made for a fill in [redacted] and was delivered as requested on [redacted] **th, ***The caretaker [redacted] ( [redacted] or cell [redacted] ) was also present at the time of this deliveryThis time we did fill the tank and it was $***.**There was an error on our part as we had mix up with credit cardThis was not realized until [redacted] at which time I called and requested her credit card number to clear her balance, which is where I believe she is thinking there was a "failed order"There was also confusion as to the difference in price between the deliveries which was because the first was a $ [redacted] delivery and the second was a fill upAll deliveries were made to her address with someone there on each occasion and her balance is clearI attached the copies of both delivery slipsWe apologize for the misunderstandings and feel this is because there is difficulty with translation Sincerely, [redacted] West Nova Fuels Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am sorry to say West Nova Fuels lied and gave statement on two points as follows: Lie one: "Ms [redacted] and her caretaker were present at the time of the delivery." The fact is I was not at home at the time of delivery in [redacted] In [redacted] I requested the company for a full tank of refuel to my houseI received a phone call from the company on *** [redacted] or so when I was in [redacted] , telling me it was a Failed OrderAt that time my friend [redacted] was [redacted] in [redacted] and we were staying [redacted] in [redacted] When I called the company for a refuel, I informed staff of West Nova Fuels that no one would be in the house, so she asked me to leave the cell phone number of my neighbor ***my [redacted] to her At the time of delivery to my house in [redacted] , whether my neighbor ***my was present or not, the delivery driver of the company has given a contradictory statementHowever, the FACT is that driver did not leave the refuel receipt to my neighbor ***my or called himThat receipt was sent to me via email by the company in [redacted] and that was the first time I saw that receipt Lie two: "This time we did fill the tank and it was $***.**There was an error on our part as we had mix up with credit cardThis was not realized until [redacted] at which time I called and requested her credit card number to clear her balance, which is where I believe she is thinking there was a 'failed order'." The time I got the phone call from West Nova Fuels about the Failed Order was around ***, so there was no connection between the failed order and the second order of $ [redacted] on ***The company deducted $ [redacted] from my credit card on ***, which indicated the company had my right credit card number with them at that moment In mid ***, the company called me to ask for my credit card number, because they said they mixed up my card number and failed to make payment with it for the delivery of $ [redacted] refuel on [redacted] **Only then I viewed my account and found that the company had already deducted $ [redacted] from my account on *** When the company delivered the refuel of $ [redacted] on [redacted] **, I was at home and obtained a receipt for the refuel, for which the payment was made in ***No issue with this part Again, my complaint is that West Nova Fuels might have charged its client for an unfulfilled order Final Business Response / [redacted] (4000, 10, 2015/08/31) */ The oil delivery made on [redacted] **, [redacted] has been confirmed by Ms***'s caretaker, Mr [redacted] I have attached a signed letter confirming this is accurateIt is our error in stating Ms [redacted] was present at the first delivery, she is correct in saying she was only at the second deliveryMr [redacted] was present at both deliveries Sincerely [redacted]