Complaints

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2017 I was on contract with *** ****** for my oil delivery. A driver for Liberty Discount Fuel came to my house in error and put oil in my tank. I advised the delivery man that no request was made for any oil and he proceeded to the correct house up the street. On October 3, 2022 I put in an order for a delivery for oil to my residence. I received a call this morning stating that I have a balance and a delivery can't be made until paid . I contacted this company numerous of time regarding the issue and was advised that matter was resolved. I would owe no monies due to the driver error. In the initial conversation when this error happened I advised the company that I wanted it in writing any damages to my furnace or oil tank they will be responsible for if they want to cipher the oil out my tank. Again no one wanted the responsibility and advised me that no monies will be owed due to their error. I am requesting for them to remove this amount of their error off any account in their office. And I want confirmation in writing of all actions taken regarding their error. I am attaching the contact which clearly shows I would have breached the contract by accepting and oil from another company

  Business response

  11/03/2022

  October, 27, 2022 
  Dear *** *******: 
  Thank you for the opportunity to respond to this person's complaint against Liberty Discount Fuel. 
  While it is true that our driver mistakenly delivered oil to this person's house in March of 2017, some points about subsequent conversations with our office need correction. 
  Liberty Discount fuel has a standard procedure if an error of this type occurs. In accordance with this procedure, the customer was given the option to either pay for the oil delivered or have our company return to pump it out. This person refused both options. Since our company carries liability insurance for any property damage that our employees may cause, we would certainly have agreed compensation for any damage that may have occurred to her property. 
  This person has had phone contact with three different employees since that delivery. Our staff records notes into our database of conversations with customers and there is no record that, 1) we refused to indemnify for damages that may occur to her property during pump out, 2) our company was forgiving the balance due for oil delivered, 3) nor did this person request property damage indemnification in writing. 
  Finally, our company has had right under law to pursue this person for return or payment of product delivered. Although this person refused both options Liberty Discount Fuel has chosen not to pursue that option. However, Liberty Fuel Oil reserves the right to refuse further deliveries until the outstanding balance is paid in full. 
  Please contact me with any further questions concerning this matter. 
  

  Sincerely, 
  Sassy M******* 
  Office Manager 
  

  Customer response

  11/03/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  On October 4, 2022 at 4:22 pm I received a phone call from Pat. *************)  Who in turn reviewed the file on hand regarding the rror of the delivery and spoke with the owner regarding the current issue.  At this time She advised me that the Account Manager was unaware and just was able to see that a balance being owed, but not seeing that I would not be held accountable for an error of their delivery driver.  It is false that I denied them the right to pump out the mistaken oil that was delivered.  Not one time when I contacted them did they state they will be accountable for any damages that would occur from them coming to pump the heating oil that was delivered in error.  Not one notification was sent to me concerning they would cover any damages of removing the heating oil delivery error.  

  
  

  As stated in the above when speaking with Pat she advised me that all has been satisfied as per the owner of the company.  I am requesting that be put in writing so this will not continue to happen if in the future I decide to use this company for a delivery again.
  
  Regards,
  
  ************************
  

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