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Complaint Details
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Initial Complaint
01/16/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered 225 gallons of number 2 heating from cash energys portal on 1/7/2024 which stated your delivery is expected to arrive in the next 1-3 business days. On Wednesday 1/10/2024 I noticed my fuel tank was on empty and called cash energy to see what time they would arrive to deliver the heating oil. I spoke with ****** ************** and she said I was not on the delivery until the next day Thursday 1/11/2024 due to weather issues and staff shortages. I explained to her that my delivery was scheduled no later than Wednesday and that my oil tank gauge was below empty. She said she could have my oil delivered Wednesday for an additional $90.00 for an emergency delivery. I declined and voiced my dissatisfaction. I spoke with her supervisor **** on Thursday 1/11/2024 and told her I wanted a $90.00 credit for my inconvenience and proportionate to what the charge consumers for emergency delivery. She offered me a $20.00 credit which I refused. She said she had to check with her officer ******* and called me on Tuesday 1/16/2024 with the same offer which I refused once again. -I am demanding a $90.00 credit for the inconvenience and the insult of wanting to charge me an additional $90.00 of an emergency delivery when I was scheduled to have delivery on Wednesday 1/10/2024 which they charge consumers.
Business response
01/16/2024
Good Afternoon ************************,
Our sincere apologies for any inconvenience incurred. Unfortunately due to the challenges we faced Monday 1/8 dealing with the clean-up of over 1'ft of snow followed immediately on Wednesday 1/10 by a historic Wind & Rain storm we were forced to push back scheduled deliveries out of an abundance of caution for our drivers as well as our customers. As you stated, we had the delivery there on Thursday, which was as early as we could safely get there. Unfortunately we are unable to honor your request of a $90 inconvenience reimbursement. As **** offered, we are happy to offer you a $20 credit on your account if you choose.
Regards,
***************************
Regional Operations Manager
Superior Plus Propane & Cash Energy
Customer response
01/31/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
02/02/2024
************************,
As a gesture of good faith we will honor your request for a $90 credit. This will be applied to your account as soon as possible.
We hope this gesture restores your trust in Cash Energy to be your heating oil supplier.
Thank you,
***************************
Regional Operations Manager
Superior Plus Propane & Cash Energy
Initial Complaint
11/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On November 17 I placed an order for oil delivery. My order number is ******. My tank was low so I went with this company because they provided an estimated delivery date for November 18. The next day. I've ordered from them once before and they came that following day. I ordered 200 gallons. I have a 250 gallon tank. The total cost was $1027.30. The money was taken out of my account on the 18th. But no oil was delivered that day. On the 21st, the following Monday, there was still nothing delivered. I sent an email to the company Tuesday morning and never received a response. I'm just looking for them to refund the money at this point. It's doubtful they will show up. But now the tank is close to empty. I didn't want to turn around and order from someone else if there was a possibility they were still coming
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