Complaints

• Initial Complaint

  11/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  6/27/23. We were charged a delivery charged off $90.00 +13.50 HST total $103.50 plus interest since that. So far I haven’t paid this fee because I feel it was unjustly charged to us. I’m hoping you can look into this matter & have the fee retracted. The reason I was told we were charged this fee was because the fuel wasn’t low enough in the tank. The gauge was showing it was around 3/4 full so I decided to top it up because the fed. Gov. was adding more taxes on the few July 1. We are seniors with just the basic income, it’s a lot easier to keep ones fuel topped up then wait until it’s down low. You have to try to save where you can in order to survive. I’ve called the company & was told they’re not going to retracted it. We were never notified off the change the company was making or had made. I was shocked to see the fee that was added to my bill. If we had been notified by email phone etc. we wouldn’t have never gotten fuel that day. I don’t owe them any money always paid my bill there for years. I’ve also asked around family & friends no one knew off this change. Our *** was contacted was told because it’s a private business they couldn’t do anything about it. I was giving the BBB phone no. but couldn’t get any answer on the phone. Looking forward for an answer soon. Thank you in advance. ******* * **** *******

  Business response

  06/11/2023

  Yes Mr. ****** is correct.   We require a minimum delivery requirement  ( as do all Oil companies) of 50 gallons (227 litres), if they do not take the min then we do charge a delivery fee.    Mr ****** called and ordered a Fill.  The  900 litre tank took 89.9.

  This is applicable to all clients.   We tell them about the delivery fee and encourage them to double check the tank gauge to be sure they can take the 50 gallons before placing the order.

   

  Also this states its the second notice but I didnt  receive a first. 

   

  Any other questions please feel free to call me.  ************ ** ************

  Customer response

  09/11/2023

   I am rejecting this response because:
  
  Western petroleum didn’t advise me off the change that was made about a delivery charge or the min. amount off oil when I topped up my tank past June. When I called to put my order in the lady that answered the phone only took my order and ask me for my address. Nothing else was discussed. I got a shock to see this fee added to my bill. I differently would have had my tank double checked before ordering the oil. Would would want a delivery charge for their oil especially the cost off what it is today. One off Westerns worker who took my call that day is at fault because she failed to tell me about this change. I shouldn’t have to pay for one off the workers mistake. 
  When I got the invoice I called Western in CB to see why this fee was charged to me I was asked if I had an emergency delivery. I said no & was told that she would check it out but didn’t return my call. I called back & ask to speak to the manager. She said I am the manager. I explained to her about this matter & was told that the lady that took my call should have told me & that it wouldn’t be retracted. The only time I was notified off the change was when I ordered oil last month 300 litres. The lady that took my order this time explained it to me. I had someone come & put a stick down in the tank to measure the oil to see if it would hold the amount I ordered. Hope this is sufficient info about the matter & that it will be rectified soon.
  

  Thank you

  ******* *******

   

   

  Business response

  10/11/2023

  We have been informing people since we started this new policy.  However i wasn't directly speaking with them so i cannot attest to the conversation.  We have been charging people since this started and they have paid for it ,   So while I dont think one should pay and not the other for the sake of closing this issue totally I will adjust the delivery charge.   This will be a one time only  reversal.  Going forward they will be responsible for the charge if they don't take the minimum delivery just like every one else has been charged and has paid. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩