Worley & Obetz, Inc.

We were only made aware of this situation when we received a letter from the customer on 4/26/The delivery was completed of 2/9/and we have made several attempts to make contact with this customer to review the situation and further discuss what we can doWe continue to try to make contact
with the customer in order to rectify the situation and apologize for the inconvenienceWe take our customer experience very seriously and are committed to making things right if a situation ever occursWe hope that the customer understands that we want to make this right, but our attempts have been unsuccessfulThis is not something that any of our customers should be concerned aboutWe are an honest, family-owned and operated business that takes pride in offering quality products and great customer service

We provided over a 25% discount on the fuel overage and have agreed to the payment terms that the customer suggestedWe take full responsibility for this inconvenience and really try to not only communicate, but work out any situation with our customersWe believe in providing the best customer experience and will do what it takes to make sure our customers understand that we back up our products and servicesOur team is always here to support our customers and is willing to work with NoreenWe really just need an opportunity to communicate so we can make this right

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Thank
you for bringing your situation to our attention. It was very
unsettling to receive your complaint as it would with any of our
customers. After thoroughly reviewing your account, we understand the
circumstances that occurred and how there could have been a lack of
complete communication...

or misunderstanding of the policies set in
place when discontinuing a leased tank program. Our team strives to
offer what is best for our customers and we respect your decision. It
was not our intention to cause any additional inconvenience to this
process. Worley
& Obetz takes the satisfaction of our customers very seriously.
We have approved the additional refund of $150.57 per your request.
As a result of your concerns, our team is taking the necessary
actions to confirm all policies are understood with a customer prior
to any actions being made. Please feel free to contact us with any
further questions or concerns in regards to this situation. Our team
takes all feedback from our customers very seriously.Sincerely,Laura
I[redacted]

This company is not customer oriented. I've had a horrible experience with using them for propane for my home heating. They are unwilling to work with the customer for what they can afford to buy. I was told we only have automatic delivery, we'll decide when and how much propane you get. When I asked if it wouldn't be better to only deliver what I can afford each month, I was met with a polite..that isn't our policy.
I switched companies. But the nightmare experience is not over. Now they owe me both my original security deposit, and the credit for the propane that was in the tanks ( at a great loss to what I was forced to pay, with forced delivery).
It has been 20 days since they picked up the tanks, I received an invoice a few days after letting me know how much the credit would be for the propane returned to them. Today I called to learn if they had sent out my check to me. I was told no one in the entire company can check to see if that had happened. The controller of the company is not even able to check to see if they have written a check to me. I asked to speak with the President, Vice President..no one is available. One person is the only one, she is under the controller, yet only she can tell me if they have written out a check for me, she is on vacation.
This is all ridiculous, and preposterous. If your controller doesn't know what checks have been written against a company account, you really are a joke of a business.

Review: Ihere is a low water cut 0ff guard dog that was not letting my furnace start in january 2013 tecnition came out 1-22-13 and just adjusted water level charged me $85 the part is still on warranty. it wouldn't start again in april called worley & obetz told them it was the same part and I didn't believe I should be paying for service on a warrantied part she said let's find out it's that for sure teck came 4-24 it was the part a cracked computer board teck. said they would call when the part came in luckally I depend on wood furnace shut down til 5-28 I had to call and remind them they replaced part sent a bill week later for $229. Called left messege their not open after 4 that I felt this part was under warranty I shouldn't be carged 3 times also said I woud contact Revdex.com they never returned my call. went to their office 6-28 they will only take off the first charge of $85 which I was never sent invoice for they took it out of credit I had with them also that teck. had told me the charge would only be $66. They told me to contact manufactuer. Manufactuer tells me worley & obetz responsable for warranty. I purchased whole system from them, furnace hot water heater oil tanks I was flooded out 9-7-11 cost over $8000. am worried they won't honor other warranties and charge high service charges for every visit. $96 for 20 minutes is extreme especially for me on constant budget.Desired Settlement: no charge for service on warrantied part..refund of the $85. and to cancel billing for the $229.

Business

Response:

Dear **. [redacted],

Review: I am under contract for automatic heating oil delivery. My complaint is that they delivered oil on April 3 2013 when I still had approximately 100 gallons of heating oil. This is certainly enough to see me thru the season but they topped my tank anyway, when they could have waited until a time when the heating oil prices drop, as they usually do, over the summer. Also, the money would have been sitting in my tank doing nothing for a little less time. I wrote a nasty letter and included it with my prompt payment and have had no response to it. So, I say, they sent me a product at a time that I didn't need it at a higher price. Just because the winter was mild is no excuse for Worley and Obetz to dump their over stocked and over priced product on me. On top of this, their technician that cleaned my furnace last had said that I'm about due for a new furnace. I was hoping that I might do this this year when my tank was low enough that I wouldn't lose my shirt by switching to propane or something more efficient than oil. Now why didn't they take this into consideration when delivering oil at a time (April) that I certainly don't need it. I am left $650.00 poorer (money I could have used towards a new furnace) and questioning Worley and Obetz's ethic towards customersDesired Settlement: I'd like to see them take care of their customers better. They sent me a product at a time that I didn't need it.

Business

Response:

Dear Ida,

We were billed for an Hour and Three Quarters for changing a nozzle and a filter on our furnace. $205 for a 10 minute job but billed for 1.75 hrs and discovered lots of spilled oil around filter and service tech left with the heat exchanger plugged.