Complaints

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• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/30/22 I ordered 350 plus gallons of heating fuel to be delivered to **** ******* *** **** and 100 gallons to be delivered to **** ******* *** ****. The delivery date was scheduled for 10/7/22 which I took a day off of work to be on site. 10/6 evening they called and said they were shorthanded and rescheduled to 10/8 or 10/10. It was too late for me to cancel Day off so I lost that. I told them I could be on site for 10/8 but not 10/10 because I just took 10/7 off. On 10/10 they delivered 365 gallons to **** ******* *** **** and 0 gallons to **** ******* *** ****. The price was quoted at $4.559 per gallon and they charged my card that they had on file $1,664.04 so I couldn’t hold the pay. 10/10 after work I called to tell them their mistake and asked them to resolve their issue. They told me to have the person living in **** ******* *** **** to pay for the fuel and to buy another 350 plus gallons for **** ******* *** ****. I told them not only could I not afford that but that is not what was ordered and that they needed to pump out 265 gallons from **** put it in **** and then add the additional hundred plus gallons to ****. I asked if I would get the same price per gallon for that hundred plus and they told me that it would now be over $5.50 per gallon. I told them that was not right and to transfer the 265 gallons to **** ******* *** ****. Today 10/21/22 they came to pump out the tanks at **** and told me they didn’t have the right equipment to do it and the driver said I don’t know what to tell you. He said that the person who had been dealing with me was not in the office and that they would call me sometime in the future. I feel that they need to put the 265 gallons that I paid for already into **** and I should be able to fill the rest of the tank at the price originally quoted at $4.559 per gallon like was originally planned. My heating fuel is almost completely empty and **** and I cannot afford to pay for their mistake. Please help me. **************

  Business Response

  Date: 11/01/2022

  I have researched the complaint. I have attached a copy of the notebook from the person that took the original order. She took the order on Saturday 10/1/22, her notes only reflect one order for fuel, there is no mention of multiple locations or additional gallons. Her note does say ****. It was her error not to notice when she entered it in our system that the account for ****** ******* said **** ******* *** ****. She should have reached back out to him to verify the address, she is off sick today, but it may have also been her assumption that she maybe wrote down the incorrect number. I sincerely don't know but I know it was not her intention to write an order for the incorrect location.  

  It is very unfortunate that we could not get the delivery made on the day that he requested but we did call in advance to inform him. We do our best, we have no control over who calls off and on what day. Some deliveries have to be rescheduled.

  It was delivered on Monday 10/10/22. Unfortunately to **** ****** *** ***** which now if I understand correctly, was his fathers home and was being sold. He did not want the fuel at that location. 

  On 10/11/22 ****** called in and said that we delivered to the wrong house, and was saying that it was to be delivered to two locations? The person he spoke with then found the account for **** ******* *** **, it was for ***** *********.  He wanted some of the product pumped out and transferred to the correct address and at first he was quoted a higher price for the additional 100 gallons that he was requesting. However, after she spoke with our Operations Manager they were going to honor the same price.  The pump out and transfer was scheduled for 10/21/22 and we sent a driver to do it. It was only after he got there and saw the distance involved (pictures also attached) said that he did not have hose long enough or the correct pump to be able to pull the fuel that far.

  We believe it was then on 10/24/22 that the Owner and our Operations Manager had a conference call with ****** and explained the situation and tried to reduce the price of the fuel in order to leave the product because of the difficulty to pump out from that distance. It is not the same as pushing the fuel from the truck into the tank. They said the conversation was amicable, he did still want tank pumped out because he had sold the house and he would not be able to recoup the cost of the fuel.  We agreed that we would come to pump out the tank on 10/28/22. On that same day another employee called to say that he was going to come out and just take measurements and see what equipment was needed so that everything would go smoothly on 10/28/22.  ****** said he could not be there. Our employee said it wasn't necessary for him to be there, he just needed to take measurements outside. ****** said he would call him back within the hour.  ****** did not call back. 

  On 10/26/22 our employee called again to get permission to come out and see what is needed for us to pump the product out. ****** told him to cancel the pump out, the new owners agreed to purchase the fuel for what he had paid.  All was good and ****** was happy. We sincerely apologize for our errors and any miscommunication.