Complaints

• Initial Complaint

  11/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  After we asked Lake Champlain Coal Company *** ******* ** ********* *** **** to not fill tank unless we were home as we told them we smelled propane. They delivered Friday 11/15/2024 with a bill in door for a charge of $109 for propane of a non-working tank that stated on bill leak with no pressure on tank. We asked x2 to not deliver as pilots on stove inside would need to be lit too as tank was turned off and they still came and filled. We feel we should not be charged for propane if not working properly. Thanks

• Initial Complaint

  11/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Friday November 18, 2022 Lake Champlain Coal Company delivered fuel oil without permission. Company was contacted as soon as Bill was received as the homeowner I had no knowledge that a delivery was being made. I was told that a previous call in January was setup as an automatic delivery. This is not true. The call in January was to complain about the same thing, a delivery without authorization. I was told to get a lawyer as I was stating I need 6 months to pay the unexpected $670+ bill. I asked why no one called to confirm and told it's automatic. There is no website nor any proof of automatic delivery authorization. Other than their personal computer screen. Their customer service needs to do better that a phone call, text or letter for a reminder that your account is on automatic delivery. They are defrauding and delivering when prices are at there peak giving consumers no choice but to take their delivery. Also if delivery person is able to slide bill in the door why can't they knock on the door to say they are there to make a delivery. And the company only gives consumer 14 days to pay without penalty. We personally were not going to use fuel oil this year and now have a full tank and a huge bill to figure out before the holidays.

  Business response

  12/07/2022

  This is the first time I received a notice from the BBB. I spoke with Ms. ****** and explained *** ****** had authorized automatic delivery for ** ******** **** ********* ***. He is the second name on this account. She was very upset as I understand. We know these prices are extremely high. We never intended to defraud anyone. The simplest fix, is for us to remove the oil and remove  the charge from their bill. The delivery was 134.1 gallons. I would pump out 100 gallons, leaving 34.1. as a show of good faith. The second option is to leave the oil and change the price to the present price. the price at the time of delivery was $5.00 per gallon. The present price is $3.90 per gallon. These prices have been hard on everyone. As a company we never intended  to upset any customer ! 

    Please let me know what Ms. ****** would like to do.

    Thank you

    Jeff B*******  Lake Champlain Coal Co

*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. ↩