ComplaintsforCashheatingoil.com

• Initial Complaint

  11/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I initiated an oil order through their website on November 1, 2023. After receiving an email confirmation, I quickly received another email indicating that the order could not proceed due to a prior order placed the week before. In my subsequent email to the company, they informed me of an order made on October 24, 2023, and advised me to wait an additional two weeks before reordering. This was perplexing to me as I had no recollection of placing such an order and had not received any such delivery. To my surprise, the company representative informed me that they could no longer accept my business due to concerns about fraud. This situation has left me deeply dismayed. I've been a loyal customer of their service for years, and it's disheartening to think that, because of an order I do not recall placing and did not receive, they refuse to fulfill any future orders for me. My battle with cancer makes this added stress especially challenging. My primary need is a reliable oil delivery service.

  Business response

  11/03/2023

  Hello,

  An order was  placed with Ms. ****** name, address and email address on the website at 12:55 AM on October 24th for oil delivery.  Two emails were sent to her to allow her to confirm her order as well as a phone called from the dealer. She did not respond to either email or the call and no oil was delivered. 
  
  Ms ****** then paced another order on the website on November 1st.  Our terms of service require that customers wait two weeks prior to placing additional orders.  Ms. ****** agreed to our terms of service when placing both orders. The order was therefore automatically by the system in accordance our terms of service. 
  
  When we informed Ms. ****** that the second order was canceled because she had placed an order on October 24th she told us “ I did not place an order or receive oil prior to my order last night. “.  She insisted several times that she was not the one to place the order on October 24th. 
  
  Upon checking into this matter, we noticed that both orders were placed from the same IP address and contained the same information as well as email address.  Since Ms. ****** insisted that she did not place the first order we told Ms. ****** we needed to investigate this matter as we take any potential fraudulent placed seriously.   On November 2nd we suggested that Ms. ****** find an alternate source for her heating oil while we investigate this matter.   
  
  We are a free service that allows customers to find the lowest priced oil in their area and Ms. ****** did pay anything and is therefore not out any money.  As mentioned we are actively investigating this matter. 

  Customer response

  11/03/2023

  
  Complaint: ********
  
  I've conversed with other users of this platform who encountered similar issues. For instance, one individual who owned multiple homes attempted to place several orders and was denied, even though the residences were separate locations. Once again, the company alleged fraud despite the individual providing evidence of owning more than one home. As someone with a background in the legal field, I can confidently state that this does not constitute fraud, or even come close to it.

  To declare that I am now prohibited from placing orders for heating oil in the future is an exceedingly drastic measure. I've been unwell, enduring months of cancer treatment. Is it possible that a family member placed an order on my behalf to assist me? I cannot say with certainty. Nonetheless, the company hasn't incurred any losses, and the way I'm being treated in this situation is exceedingly unreasonable, particularly considering my many years of loyal patronage. I hope to wait for a two-week period from October 24 and regain the ability to place an order.

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

  Business response

  11/03/2023

  Hello, 

  Any customer with multiple addresses has never been denied the ability to use our site to place orders within the two week time frame for different residences. This is also not the situation that occurred with this order. In fact, Ms. ****** denied she placed any order and denied knowledge of an order being placed  on 10/24 regardless of the fact that she received both a call and two emails in regards to that order, and the fact that the order was placed from the same IP address as her second order. 

  For liability reasons. we again will not allow any order until our IT and security department has fully investigated this matter. 

  [email protected] 

   

   

   

   

   

   

   

   

   

  Customer response

  11/07/2023

  
  Complaint: ********
  
  I am aware of two distinct families with multiple homes where this situation has occurred, and who would discuss it. 

  As I previously explained, I've been unwell, and as a result, people have generously assisted me with various daily tasks.

  This is not fraudulent behavior. No financial transactions occurred, and no services were provided. It's simply one person assisting another in need.

  I intend to elevate this matter to additional organizations if this remains unresolved. I am currently undergoing cancer treatment and cannot afford to engage in a prolonged back-and-forth over unsubstantiated claims.
  

  Sincerely,
  
  ******** ******

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