ComplaintsforSantmyer Companies, Inc.

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 7th 2023 I purchased from Santmyer Oil $120.00 worth of REC 90 Non-ethanol Fuel from their location at **** ******** ***. *******, OH. The fuel was bad and had water in it causing a repair bill for my ATV in the amount of $190.46. So far they have only offered to reimburse me for $41 from a previous purchase a week earlier and said they would turn my repair bill into their insurance which does not guarantee it will be paid. I would like to be refunded for the remaining fuel I have left, which is approximately 18 gallons at current price and to be reimbursed for the repairs to my equipment.

  Customer response

  08/04/2023

  [BBB transcription via Attorney General Complaint, see attachment]

   

  Description:
  The gas I bought was bad (Water in it) Causing a repair bill for my ATV. They will not refund me for the
  remaining gas (approximately 18 gallons) for the bad gas and will not pay the repair bill
  

   

  Satisfactory Solution:
  I would like my repair bill paid and the bad fuel refunded at the current price of the remaining fuel I still
  have.

  

  Business response

  08/17/2023

  Hello –
  
  We take complaints of this nature very seriously and we appreciate the opportunity to respond. We do not suspect that there was water in the Rec90 storage tank. Not only do we always test the fuel after any type of complaint, but our trained delivery drivers use a large tank gauge stick with water paste to test for water before every fuel deliver. We sell approximately 400-500 gallons of this specialty fuel at this location weekly during the summer months, and we did not receive any other complaints or notifications from customers.
  
  After receiving the complaint directly from the customer, we tested the fuel storage tank, and our Sales Manager continued the investigation by visiting the repair shop who serviced the quad. He met with **** (owner) and son ****. The customer who filed the complaint, Mr. ******, is their neighbor and lives about a mile down the road. They service his quads 5 - 6 times a year for different issues. The repair shop would like to remain neutral and uninvolved but did make several comments that we believe supported our conclusion that the source of the water in his tank is unknown. Mostly, due to the nature of Rec90, if it is stored on a cold floor/dirt ground, moisture can build up in the gas can and/or unit tank. Mr. ****** provided a copy of his bill to us in the amount of $190.46, but the repair shop said it included an oil/filter change and service. If they were to perform a ‘water in fuel’ service only, it would be between $100 - $120.
  
  Customer Service is very important to the Santmyer family of companies, so we wanted to be sure that we addressed the concern immediately. Since we believe there wasn’t water in the Rec90 storage tank, we felt it best to submit this claim to our insurance so they can investigate further.
  
  Please let us know if we need to provide additional information. We are extremely proud of our A+ rating and would like to maintain it.
  
  Respectfully,

  ******

  Customer response

  08/18/2023

   I am rejecting this response because: I would like to be reimbursed for the fuel I still have (which is approximately 18 gallons) at the estimated price at the time of purchase. I am willing to accept the lower amount of $100 for the repairs to my equipment.
  
  
  

  

  Business response

  08/29/2023

  Hello - 

  The claim was submitted to Federated Insurance and assigned claim number *******. Mr. ****** will be contacted directly by them. If he wishes to follow-up sooner, the Federated associate assigned to the case is *** **** at 1-800-***-****. 

  Thank you, 

  ****** 

   

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