York Oil Service, Inc.

** *** ***
As *** has requested more information I have gone back through his account and find that he has only received deliveries from York Oil Service
Please see the attached copies of the credit card slips with the dates we deducted them and the dates on the delivery slips
*** chose to be a COD customer and he only purchases the minimum of gallons at a timeAccording to our records his first delivery was on Tuesday, November 26, 2013, but his credit card was processed on Monday, November 25,
The next delivery was made on Thursday, January 2, for the minimum of gallons and his credit card was processed on Monday December 30, That was days after he ordered the fuel
The last delivery was made on Monday, January 27, for the minimum of gallons and his credit card was processed on Friday, January 24, This was also days after he ordered the fuel
If you read the web site you will see that the prices are noted that they may be changed and customers should call for the current pricing (copy attached), ***/*** hosts and maintains our website and changes get processed at their paceWe think that *** must understand that extreme cold temperatures, snow, and ice negatively impact all forms of transportation including air travel, train travel., highway travel and fuel delivery schedulesUnder circumstances we can make same day/next day deliveries, but under these conditions, coupled with increased customer demand, that becomes problematic
As a will call / COD customer, *** is responsible for monitoring his oil supply and calling in an orderHe is not an automatic delivery customer, where it is our responsibility to keep the tank from being emptyWe are sorry he was cold, but it is not our fault he was cold, it was his
Our staff is knowledgeable, trained and veteranThey are very well versed in providing options/remedies for customers who communicate their needs and situationsWe are proud of our customer and delivery service we have provided in the past and also during this winter of extreme cold, bad weather and high customer demand
We are hopeful that **, *** will find a fuel delivery service that offers him the level of service that he requires
Sincerely,

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 Complaint: [redacted]
I am rejecting this response because:
 
With all due respect, I doubt that **. [redacted] knows what we were told regarding our heating situation. When I placed the order for delivery I spoke to a woman, and to the best of my knowledge the calls aren't recorded. So, there is no way for him to know WHAT I was told. The reason there is no mention of Kerosene in my complaint is because there was no mention of Kerosene over the phone. We weren't told we could use alternate fuels to get by, otherwise I would've done that. It would've been cheaper for me to do that than go buy extra blankets. It certainly would've made for a warmer weekend for my family. If **. [redacted] thinks EVERY customer is told the same thing than maybe he should be looking to his staff instead of blaming the customer, because obviously they aren't. 
 
The fact is, there is no mention for requirements or qualification for same day delivery. It simply says "Same day delivery". If this isn't possible, it shouldn't be advertised that way. My money is just as green as the next customer, so why does he qualify for same day and I don't? **. [redacted]'s company had no problem drafting my bank account for the $399 in oil I purchased immediately. **. [redacted] himself labeled me a COD customer. If I don't qualify for the same rights as a different customer, don't take my money until you make the delivery...that's what COD is...Cash On Delivery. Not pay now and we'll get it to you later. 
 
**. [redacted] drafted an inflammatory response to a valid complaint. His company advertises one way and does another. We paid for a service we didn't receive until their company was good and ready to provide it. Their online pricing is $.30 cheaper per gallon than they actually charge, and they are unwilling to cooperate with customers who find themselves in the cold...as was evident when we called the emergency number over the weekend.
Regards,
 
[redacted]

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 Complaint: [redacted]
I am rejecting this response because:
**. [redacted] has done everything but relate to this particular situation. He has repeatedly refused to accept ANY responsibility for anything. He has blamed me, the weather, & yellow pages...who apparently manages his website. 
 
After reading his response, it is apparent that this company does not value anything. Period. Why would a "regularly scheduled" customer need "same day delivery? Aren't their delivery dates already scheduled?  To me, a COD/Will Call customer would be the one who may need a same day delivery. Also, what does it matter how many gallons I order? Does that mean I am a lower priority or that I don't matter at all because he isn't making as much money off me? Whether 100 gallons or 400 gallons a sale is a sale and a customer is a customer. Yet he repeatedly mentioned that I "ONLY" purchased 100 gallons.
 
In his response he references every mode of transportation known to man, but the last time I checked my oil didn't get delivered by plane or boat. His trucks operate the same as my car, the fire equipment I drive everyday, or the vehicles my mail carrier uses to deliver my mail...but somehow cold weather affects his vehicles and no one else's. There was no snow, no ice, just cold temperatures. 
 
I accept the price for the fuel. I read his website. What I don't accept is the fact that his website says "same day delivery" for residential customers with NO stipulations mentioned (which he obviously doesn't honor) and all of his excuses for how everyone else is wrong and he is right. His staff didn't explain the alternatives even after me explaining my situation to them over the phone. If that is the veteran, professional customer service he references...as I said before, maybe he should hire new employees.
 
I don't care how he runs his business. If you can't do same day deliveries...fine, but don't advertise them. If weather plays a role in same day deliveries...fine, but make your customers aware...and/or make sure your customers know what qualifications need to be met in order to recieve "same day deliveries" on your site or by phone prior to charging their credit card. Finally don't blame your customers for reading your website when they should have been attempting to read your mind, because who knew what you meant & what you wrote were to mean two different things. Go figure!
 
Regards,
[redacted]

February 6, 2014
To Whom It May Concern:
**. [redacted] is a COD customer and as such he must pay ahead with cash or a credit card before we will make arrangements for delivery. As he called on a Friday and we only work Monday thru Friday, his delivery was not made until Monday...

January 27, 2014.
He was advised of this situation when he called that the fuel could not be delivered until Monday and also told he Could put Kerosene from a convenience store into his tank in order to not run out until we could get there.
[f he had enough money to buy blankets and a heater I am sure he could have spent the $20 on Kerosene to keep his home warm until Monday, I do not see a mention of this in his complaint. All COD customers who do not think they will have enough fuel to last until we get there are told the same thing,
The very cold temperatures and the amount of time they lasted is another factor in not being able to make a same day delivery. The fact that we did deliver this fuel on the Monday following was much better than his alternative which was 1 week from some of our competitors.
Sincerely,

Review: We have been using this company for oil since we moved into this home a few months ago. According to their website they make same day deliveries of home heating oil. We contacted them at 8am Friday morning and paid, advising them our oil level was low. The charge to our debit card occurred right away. No delivery occurred on Friday. Saturday evening we ran out of oil and our furnace shut off. We contacted their emergency number and were advised that we were not "regular paying customers" and our situation was not a dire emergency, so they would not deliver to us until Monday or Tuesday. It was 3° last night and will be colder by Tuesday. What constitutes an Emergency and what makes me a regular customer? My home was 38° this morning. They had no problem taking my money, but when it comes to making their delivery or helping someone...their service falls short and they can take their time.Desired Settlement: I think the company can help us out a little as we have now spent money on their undelivered oil as well as extra money buying a small area heater and extra blankets. Things we really can't afford but had to buy to survive the next few days...things we wouldn't have needed if they would have delivered according to their website.

Business

Response:

February 6, 2014

To Whom It May Concern:

**. [redacted] is a COD customer and as such he must pay ahead with cash or a credit card before we will make arrangements for delivery. As he called on a Friday and we only work Monday thru Friday, his delivery was not made until Monday January 27, 2014.

He was advised of this situation when he called that the fuel could not be delivered until Monday and also told he Could put Kerosene from a convenience store into his tank in order to not run out until we could get there.

[f he had enough money to buy blankets and a heater I am sure he could have spent the $20 on Kerosene to keep his home warm until Monday, I do not see a mention of this in his complaint. All COD customers who do not think they will have enough fuel to last until we get there are told the same thing,

The very cold temperatures and the amount of time they lasted is another factor in not being able to make a same day delivery. The fact that we did deliver this fuel on the Monday following was much better than his alternative which was 1 week from some of our competitors.

Sincerely,

Consumer

Response:

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Review: [redacted]

I am rejecting this response because: