ComplaintsforNiBROC Heating and Cooling, LLC

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/5 I called Nibroc where I am a customer of 3 years to request oil delivery. Receptionist, Maureen says going to try for this week but storm expected on Friday 1/7. I said ok thinking would be in the next couple of days. 1/6, 1/7, 1/8, 1/9 & 1/10 rolls by and still nothing. By this time I am dangerously low on oil and do not want to fire up the boiler in case I run out. On 1/11 I called and they said there was a ticket out for me. Ticket they said ment that that a delivery was going to happen. On 1/12 when I called to confirm they said they woud call me back. I waited several hours no call. I called back they said sorry **** (the owner) said I should find another company? She said to speak to him but something about my driveway. The pictures attached I took from the date of that conversation to prove that the driveway was clear of all snow. This was odd as I have been doing business for 3 years. I am seeking 100$ for my time and trouble chasing these people down and never got an oil delivery during the coldest time of the year where temps were single digits and I had no heat!!

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/01/20) */ Mr. ******* did call on Wednesday, 1/5/2022 to request a delivery. He was informed that the delivery would be after the storm on Friday 1/7/2022, as the trucks would, most likely not be delivering that day. We attempted to delivery on Saturday, 1/8/2022. The Nibroc Oil Driver deemed the driveway unsafe. A message was left on the phone that we have on file, for this situation. (In a later phone call, Mr******* said this phone number did not existit was his home phone number!). We attempted to deliver on Sunday 1/9/2022, as all trucks were delivering. A different Nibroc Oil LLC truck driver deemed the driveway unsafe. There were no obvious attempts to clean, scrape, sand or salt. This customer's ticket is marked Dangerous DriveWALK FIRST! This situation has happened before. Previous deliveries were as follows: (for example) 11/17/XXXX-XXX.8gallons; 1/26/XXXX-XXX.4gallons; 3/20/XXXX-XXX.1gallons; 11/10/XXXX-XXX.8 gallons showing that Mr. ******* did wait too long and too close to the storm to order oil, without the willingness to treat the driveway.(Scrape/sand/salt etc...) We have asked Mr. ******* to select a differnt vendor as the driveway is dangerous. Consumer Response /* (3000, 7, 2022/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a very poor response from Nibroc as it in no way addresses my complaint. It is pathetic. Rather, it only states what Nibroc would like the reader to believe. In actuality The key point is that I waited almost one full week to be told they would not deliver oil, all the time leading me to believe that I would receive a delivery while I consumed what I had left. They never left a message on my home number and if no one answered the phone they also had my cell phone which they likewise did not call. Further, it was only after 3 calls to them on the following Tuesday (each time they said they would get back to me and never did) that they told me to find a new source but they NEVER mentioned that they tried to deliver oil two days in a row. In fact, when I called on Tuesday the first time they told me that the truck was out for delivery. If they did come and had a note to walk the driveway why would they not come to the door then and let me know? And did they not see the pictures I provided showing the driveway condition on the day they said they would not deliver? It was obvious that the driveway was cleared as I told them each time they asked. So if they came by why would they even ask if the driveway was clear? This was a major mix-up on their part and they are trying to cover for themselves. This is a very poor way of doing business and a very poor company that does not take responsibility for their mistakes and tries to blame them on the customer. Beware of this company and their lies. Business Response /* (4000, 11, 2022/02/11) */ As stated in our previous response, we absolutely called and left a message. We did attempt to deliver the oil on Saturday and Sunday, following a snowstorm. There were no attempts by the owner to improve the driveway with sand/salt etc... We cannot risk the health and wellbeing of our Drivers, our equipment or a hazardous materials spill. This location has been marked "DANGEROUS DRIVEWAY, MUST BE CLEAR, MAY NEED TO WALK FIRST"In the driver's professional opinion the driveway was not safe. Consumer Response /* (4200, 13, 2022/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) This business had not provided any new information or tried to improve the relationship with its customers or the community. Fact, my driveway was absolutely clear during AND following the snow storm per the pictures I have previously provided, which they never addressed. Other providers such as Amazon had no problem to continue to make deliveries via my driveway. Fact, I was never notified that they would not make a delivery. If it is true that a message was left it was never noted by them until several days later, though I spoke to them many times afterwards. Fact, when I called their office the following week, I was actually told that the truck was out for delivery to my house, it never arrived! So, they either lied or they are incompetent or both. Fact, they promised to call me back after I called 3 separate times and each time they never did. It was only after I persisted that I was finally told that I should find another oil company. Fact, they did not try another attempt to deliver, they were not truthful but rather deceptive and they are again covering up for their incompetence now. Fact, again for 3 years they never had a problem with my driveway so it was only after I continued to seek answers regarding this no show that they felt the easiest solution was to ask me to find another source. This is not a company that works with people, they only want to collect a payment and are not concerned that a family could be suffering through the cold because of their actions or rather lack of actions and then lied on top of it. They are truly a poor example of a community service provider and should be ashamed and embarrassed rather than ignoring customers concerns.

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