Complaints

• Initial Complaint

  09/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had my oil tank pumped by imperial oil on wed Sept 13, 2023. My oil tank was filled against me asking on 5-26-2022. I have been in contact with Michael who works for the company during my time with them, it began in summer of 2020 for a furnace cleaning. After the tank was filled on 5-26-2022 i called and said my furnace has been off since last February why did it get filled. I had Michael over my house that spring of 2021 to give a quote for a new furnace and he was going to send a quote for a propane boiler, turn off our auto delivery, and help us get in touch with any state deals for financing the project and said that he would refund the yearly cleaning fee because our current furnace was too old and the tech refused to clean it. Then never heard from him. I didn't really mind i was burning wood pellets for the last 2 winters. But then my tank was filled up and i have reached out to Michael about every 5 or 6 months sicne to have it pumped and never heard back. A few months ago they delivered again and i got 4 gallons of oil topped off for my unneeded tank. I finally got in touch with Michael a few weeks back and he agreed to find a time to empty the tank. I called him back after a week of no response and he agreed to last Wednesday 9/13 at 7:30 am. He said that they were busy and it was tough to get a driver and a technician there the same time. Then he said someone had to be home i said fine. And would take about 2 hours, fine. I called last Tuesday to confirm still a go for pumping and asked what they do to buy back oil. He said we don't take it back it's waste oil. I called and talked to Ed an owner at imperial and explained all this. He offered me his cost for the oil pumped. I said thanks that's a good effort for the oil i never should have had delivered. I got a bill from them for 1,800 for the pumped of the oil, minus his oil price 847. I'm left with $1057 i didn't agree to. The price was never agreed upon and i talked with Ed today he said it was an oppsie on both parts for not asking and not sending and offered 800. I don't feel responsible for this amount never agreed upon. Plus never receiving credit for last 2 years of cleaning service billed but never performed, that Michael said 1 300 fee would be refunded. But this new bill is ridiculous to not have been told prior to service.

  Business response

  10/19/2023

  Tell us why here...Dear Mr. *******, or whomever it may concern,
  First and foremost, we appreciate your feedback and understand your frustration. Over our 57-year history, we've had to adapt our processes to accommodate the changing business environment. This is particularly evident in our decision to discontinue extending credit to our fuel oil customers. While extending credit was once the standard practice in the fuel delivery industry, rising fuel costs have put significant pressure on providers like us.
  We are committed to working with our customers as their home energy needs evolve. In your case, you were enrolled in our automatic delivery service, which is designed to prevent fuel runouts during the winter months, a critical aspect of our commitment to keeping homes warm and safe. Generally, we require a written or emailed request to opt out of automatic delivery, which helps us manage our deliveries efficiently. It's important to note: to accommodate your needs, we did extend a fuel credit for the 275 gallons, which cannot be reused in any way by Imperial.   Furthermore, both Michael and Ed had discussed with you the nature of the work that needed to be done, emphasizing that it would be performed on a time and material basis, and you agreed to these terms.  Again, we credited the full 275 gallons to the final bill as goodwill to help bring to resolution.
  Our primary focus as a fuel delivery company is delivering heating fuel; and we do not specialize in tank pump-outs. This type of service necessitates the presence of licensed and insured personnel on-site. We understand that you would have preferred a quicker resolution, but unfortunately, we were unable to schedule the service promptly.
  Although not our specialty, we performed the service and our billing department sent out a bill for service, congruent with our standard rates and transparent to all customers. Unfortunately, we did not have a contracted price for this service in place, but had agreed to our standard rates, as would be expected by any active customer of Imperial. 
  Going forward, we are considering implementing a pre-payment requirement for fuel delivery requests and maintaining a credit card on file for those who wish to continue with our automatic delivery service. We understand your frustration but do want to highlight that we did complete the service and offered a discount as a gesture of goodwill. Additionally, it's important to note that we included our standard service inspection during your "yearly cleaning." We do not offer stand-alone cleanings, as every customer who receives our service is enrolled in a maintenance and protection plan. This plan ensures protection against unforeseen circumstances between cleanings. While your cleaning was not completed, we were available for 24/7 emergency service throughout the two-year period. We acknowledge the use of wood pellets in your home, but it's not uncommon for homes in the Northeast to use both systems.
  Our goal is to ensure that consumers have access to the energy services needed to stay warm and safe. We are eager to work toward resolving this issue and mending our relationship. We thank you for providing us with a detailed account of your experiences and appreciate your feedback, as it will help us improve our services for all our customers moving forward.
  
  Sincerely,
  
  Edward H*****
  

  Customer response

  10/24/2023

  
  Complaint: ********
  
  I am rejecting this response because: i appreciate the response but none of the issues i brought forward were addressed. Ed was told by Michael that the fuel fill up was ordered for 90 gallons which was a lie, Michael had agreed to cover one of the yearly service contracts, never happened. Michael had said the job was 2 hrs. It was completed at the residence in the 2 hrs but i was billed for 4 hours for the driver and technician each. No explanation of the job or wages disbursement was explained by either Michael or Ed. So me as the customer am here with a very large unexpected bill because as Ed said on the phone it was a "whoopsie on both sides for not asking or telling the price". Ed was very helpful when i spoke with him after i got off the phone with Michael the day before the service in offering the fuel price for the 275 gallons but i agreed with him at the time because there was no afore mentioned costs or labor prices explained or quoted besides "it'll take about 2 hrs". Michael has been the issue from the start with communication. If he had done his job and sent a furnace quote and turned off auto delivery like he had said in my home years back now with me,  wouldn't be anywhere near this situation now. There is other google reviews of Michael's lack of communication and people waiting for quotes and going elsewhere because of him, so i know I'm not the first to be dealing with this. Ed asked why here in his response, because this is written down and I'm tired of the back and forth he said this and circling stories. I look forward to your response 
  
  Sincerely,
  
  ******** *******

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