ComplaintsforTitan Oil

• Initial Complaint

  02/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Charged for an oil delivery that did not occur. Company claims on 2/8 they delivered ***** gallons of oil but tank remand at half full regardless. Confirmed via cameras that no oil truck was on the street at the time printed on the delivery slip (and any other time through the day) Sent them videos and they claim prove thats us. ***** shows the truck at a neighbors house for 7 minutes at the exact same time yet they refuse to beige the video. Been with them for a long time with no issue but now they are claiming their drivers word trumps my video prof that they were never here for the delivery. Office sent slips that prove there is a break in annual cadence and we sent pictures of oil tank gauge confirming that the tank was never filled still no luck.

  Business response

  02/28/2023

  *** called my office on February 23rd, regarding a charge on his account from Titan oil. I looked at his account and told him the charge was for the oil delivery made to his house on February 8th. *** then told me he was not sure that was correct, he wondered if he had possibly been charged in error. I listened and noted all of Bobs concerns, he stated he had been out of town or away around the time of the delivery so before he called me he went and reviewed the video from the cameras he has placed around his house. He said after reviewing all the footage from February 8th and the days before and after, he never saw any footage of our Titan Oil truck coming down his street on any of those days. I told ******** would absolutely look into this and as soon as I was able to talk to our driver and investigate further on my end that I would be back in touch with him. The conversation was very cordial and respectful on both sides.
  
  I first reached out to my driver that same day February 23rd, he has been with us since 2017, and he works fulltime and is our ONLY oil delivery driver. I trust him, he is very familiar with our automatic customers, their homes and has even on occasion asked me about specific customers if he feels like its been a while since his last delivered oil to them.
  
  My drivers response when I asked if he was familiar with ******************************* was,
  
   Yeah, I was just there not too long ago,about a week ago, maybe 2, but yes I know which house you are talking about,why whats up?
  
  I relayed to him the concerns that *** had and he told me he was 100% positive he delivered the oil to *******************************. He continued on to further describe the house being the ONLY customer we have on that street, the fact that he has to use the code given to us from ***, the code is also printed on the delivery ticket in order to get through the gate to access the oil fill. All of which is true, all of which would definitely make ********************* stand out because 99.9%of our customers do not require a code be entered to open a gate prior to making an oil delivery.
  
  I then pulled reports to compare prior years oil delivery made to *******************************, all of which I will attach. I see nothing to suggest or prove that the oil delivery made on February 8th could not possibly have happened, which is what *** is suggesting. 
  The time stamp that *** mentions in his complaint is in fact incorrect, which I told *** over the phone when he asked if the time the delivery was made was recorded on the delivery ticket. I told him that the date was the only thing I could confirm to be 100% correct, but that the time was not correct due to the time changes that occur throughout the year. The meter doesnt recognize or correct that internally, so the times are not correct and they are stamped as military time.I will also attach proof of that showing the timestamp noted on the first few oil deliveries made on February 8th the same day as we delivered to ***. The first example is a delivery ticket showing the date of 02/08/23 timestamp 04:24:41, which would be 4:24am! The earliest our drivers are allowed to start is 6am, a regular day for our driver typically begins around 6:30 am. *** has disregarded that even though I told him from the beginning that the timestamp was not correct.
  The video *** was then able to produce, after initially telling me in our first phone conversation that he had already watched the footage from the day of February 8th and did not see any footage of an oil truck. This video also just so happen to be found after he asked me if the ticket had a timestamp on it, to which I said yes, but that it was not correct however I told him the time that was printed on his delivery ticket anyway. This video shows an oil truck pulling up to a house on ****** St, which is the street that ******************* is off of, this oil truck stops at the house on ****** St and sits there. You cannot see the company name or if there even is one on the side of the oil truck, the video and screenshots taken from the video of the oil truck, then blown up still dont clearly indicate the company this oil truck belongs too.
  I asked *** if he could send me more of the video so I could see which way this oil truck went once leaving that location on ****** St, I was hoping to get a clearer picture to be able to identify the company name on the side of the oil truck. *** responded saying that the cameras he initially told me record all day had skipped so he was missing 5 minutes of video, which would have been the exact time that the video would have captured the oil trucks direction when leaving the house on ****** St.
  After spending 4 days investigating this situation, taking all things into consideration, I told ******** needed more proof that the oil truck he says was Titan oils truck delivering oil to a house a short distance away from his house located on ****** St was ours. The video of the oil truck in question can NOT be identified so how can *** say without question that was our Oil truck? So yes, as *** said in his complaint, I absolutely need more proof, I am not sure how this isnt obvious to anyone reading this? I am being asked to refund him for an oil delivery that he is adamant he didnt receive without any proof? So because an unidentified oil truck delivers oil to a house on the corner of ****** St and *******************,the same day we delivered oil to ***, but *********** make sense of the need or requirement in his own head for the oil delivery we made on February 8th,*** believes he can file a complaint that he believes will then force us to give him the refund he wants without a shred of proof on his end?
   I spent 4 days on this, communicating with *** multiple times each day. **** camera skipped once, how can *** say it did not skip again that day? His claim is based on his belief that he knows more about how my software program determines when each individual customer is due for an oil delivery. No disrespect, but just like I cant speak with knowledge/facts on Bobs line of work, *** cant request we refund him for an oil delivery based solely on the fact that he believes he knows more than us. *** doesnt understand the various different factors that come into play and why they matter in determining the appropriate length of time between each individual customers oil deliveries so they do not run out of oil.
  We will absolutely not refund ***, as I told him already unless he can present something, anything that can back up his claim, like actual proof then my response stands. I cant even believe this has been taken this far.

  Customer response

  02/28/2023

  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,

  ***

   

   Thanks very much for the response. As Titan Oil has confirmed I get 3 oil deliveries every season and they currently show 2 so far which includes the 2/8 delivery (I didn't get) the one they account for prior is on 1/12 however screenshots sent from the office don't capture a delivery that was done on 12/7 so there does appear to be inconsistencies in their system. Also I provided a picture of the guauge on my oil tank that was taken on 2/18 showing that my tank was just over half full 10 days after the delivery. What confirms that I did not receive a 2/8 delivery is that the slip shows ***** gallons delivered which would have overflowed my tank #1 AND would indicate that I used a half of a tank (120 gallons or so) in 10 days when historically (based on their records) in cold ******* I take a delivery of ******* gallons every 2 months all confirming that there was no delivery made. I don't believe that this was intentional in any way shape or form but a mere mistake, the unfortunate part is that the company is using drivers word over proof based facts to place the liability on me as the consumer. The video doorbell footage showing the truck at my neighbors house  in the same time frame that is printed on my ticket cannot be negated as  them claiming the printed times on their tickets are not right, that in itself should alleviate me of the charges assessed. For the record I am a long term customer with this company and have always placed a credit card on file authorizing them to charge as deliveries are made, and have never had a billing dispute with them which should have presented trust to my claim in itself. If their billing system is missing a December delivery and their trucks dont accurately print the times that they deliver, WOuldnt it be fair to beleive that perhaps a mistake was in fact made?

  Business response

  03/01/2023

  I am not sure I even understand at this point how this is still being discussed? *** is requesting a refund without any basis, other than his own idea that the oil delivery we made in February just simply in his opinion "didn't happen." Well that leaves us open to any and all customers who want to decide despite all the clear evidence on our end that the delivery DID happen, that any customer can file a complaint, request to be refunded because they have decided "it didn't happen!" 

   

  FACTS - 

  Delivery route for February 8th, 2023 includes ******************************* in Burlington

  My driver, my only 1 driver who been delivering ********** for 6 years recalls this address, remembers being there and says he is absolutely positive he delivered the oil to 1 *******, we do not have any customers on ****** St which is the house the unidentified oil truck from Bobs camera captured was in front of, a house on ****** St, not a house on *******!

  I have shown documents showing Bobs usage which shows no red flags when including the oil delivery and gallons delivered to *** on February 8, 2023

  I have not only told *** this already but shown proof that the timestamp is NOT correct! Day light savings time change is not something the meter attached to our oil truck is capable of adjusting too, so again the timestamp is not even a discussable topic anymore

  I am attaching more oil usage statistics from Bobs account from 2019 to 2023, AGAIN there are no red flags suggesting that him receiving that oil delivery would have his usage thus far in 2023, way over any other year he has been a customer with us.

  Its not the number of oil deliveries that matters its the gallons of oil delivered, you are right in line with previous years 

  Why exactly am I being asked to refund you? What proof are you providing? At this point I have seen nothing to justify what you are requesting I do?

  Customer response

  03/01/2023

  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.

   

   

  Referencing the history from 2021,2022 in the delivery slip attached

   

  In 2021 we were delivered roughly 100 gallons per month in the winter months (Jan/Feb)

   

  In 2022 we received a delivery for ***** gallons on 1/25 and another for ***** gallons on 3/30 which averaged ****** gallons filled/used in a 55 day period confirming that we used ***** gallons of oil over 55 days (**** gallons per day)

   

  Referencing the attached image of the oil tank gauge taken on 2/18 confirming approx a half tank of oil:

   

  If we received a delivery on 2/8 as indicated for ***** gallons bringing  the tank to full ( approx ******* gallons) this would indicate that we used approx 12 gallons per day to bring the tank to half full on 2/18 when the picture was taken

   

  This confirms inconsistency with our prior 2 years utilization and during a period of time where temperatures were higher than normal and we were away from 2/10-2/17 setting the thermostat to lower than normal temps

   

  Titan Oil has also charged my credit car on 2/28 in the amount of $213 with no confirmation of what the charges were for after they terminated their relationship with us on Sunday 2/26

   

  Please see attached image sent to me by Titan Oil from their billing system directly not showing any charge not credited in the amount of $213 if there was a balance due there was no evidence of this in their billing system however I believe that this charge may be from a delivery on 12/7 of 2022 that Titan left me a slip for but clearly did not have record of the delivery in their system, if this is the case I agree with the $213 charge as I did receive oil even though they had no record of if in their billing system until I brought it to their attention on Sunday 2/26 trying to explore the potential that there may in fact be a glitch in their system that threw off my delivery cadence. Given that I brought this to their attention is it safe to assume that I have the integrity to pay for services rendered?

   

  
  
  FAQ
  
  Regards,

  ***

   

   

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