Wheel's Auto Repair

June 9, 2016To Whom It May Concern:Please accept this letter as response to your letter dated 5/31/2016 regarding a customer complaint from [redacted].I have reviewed our files and spoke with all employees involved in this issue. [redacted] is correct in the fact that 281 gallons of product was...

ordered for this delivery. Unfortunately, mistakes do happen and in this instance, the driver did not notice the requested gallons on the ticket before making the delivery and filled the tank (450 gallons). In cases such as these, it is our company policy to reduce the price per gallon for the customer and allow them extra time to pay of the delivery, as they will eventually use all of the product delivered. [redacted] did not make any payments on this invoice, at all. In fact, [redacted]'s account shows she has not made any payments on her account, all of her deliveries have been paid for by the state's assistance program. [redacted] was sent a monthly statement showing the balance due on her account for four months prior to her account being turned over to a collection agen??.As far as [redacted]'s request to pump out the excess product, it is not our company policy to do so. It is much too costly to pump out product and depending on the location and set up of the tank it may not even be feasible. We have no record of doing this for her 10 years ago as her account with us was only established in 2014. I apologize if this policy was not made clear to her at the time of her calls to our office.Since receiving this letter, we have made several attempts to contact [redacted] to arrange access to her fuel tank to verify the set up of the tank and if there is any product left in tank, but to no avail.Should you need any further explanation to this situation, please do not hesitate to contact our office.Sincerely,Joy S. Office Manager

July 28, 2016
RE: Complaint ID [redacted]
Dear Revdex.com:
I accept the Highhouse Oil Energy response of removing all charges from my account and of closing my account. The over delivery of residential heating oil to my residence is a Highhouse Oil Energy mistake and, therefore, a Highhouse Oil problem and loss.
What would be unacceptable: Since this is a Highhouse Oil Energy mistake, no aspect of this situation should be reflected in my credit report. If this were to occur, this would be unacceptable and I would request your further assistance.
Thank you for your assistance in this matter.
Sincerely,
[redacted]