ComplaintsforJJ Powell Inc.

• Initial Complaint

  03/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/16 I was supposed to get a delivery from JJ powell. After waiting a few days as it was, I was on empty again after having to go buy a couple gallons at a time while I waiting for my delivery. Happened every time.. They called me that morning of my delivery while I was at work and told me they were removing me as a customer because of where I lived. Despite me letting them know I was on E again because of them. So I had to call all around trying to find someone to be able to deliver ASAP. I found ******** energy. I have attached that transaction as well- for proof to i didn’t get any oil from JJ Powell that day even though I was charged. I was told by the Jj employee who called me that I would have my refund in about a day. After two days I didn’t have it. So I filed a dispute with my bank - because that’s a lot of money to me!! And I had to order fuel! Then I get a refund from JJ powell. But my bank had already started a dispute. I had asked them to cancel it. And my bank statement says “pending merchant review/ under merchant review” I let Jj powell know this. Despite that they said were certain the refund came through twice and they asked for my card number to charge me yet again. I refused. As I will not be charged for something I didn’t get. The fuel OR the second refund. I again offered to call chase. April stated no they’d check again with me on Monday. Few days later I get a call again and they state they have charged my JJ powell account for $456.13 and if I don’t pay them by the end of the month I’ll be put in collections. FOR FUEL I DIDNT GET. FOR A SECOND REFUND THAT WASNT GIVEN. It is still under their review chase needed more info from them. Talking to these people is like talking to a brick wall. I will not allow this company to charge me $456.13 again for something I didn’t get! I attached a few statements for proof. They even have my last delivery as 1/15/22. So it was definitely cancelled. And they wrote “moved” on my account though I didn’t.

  Business response

  03/25/2022

  In regards to the complaint filed by customer ID# ********. I have reviewed the account and unfortunately we did have to cancel the customers delivery due to the location of her home and how it sits along a very busy highway, which was a safety concern of our driver. Customer placed order online at 3:38 pm on 2\16\2022 and the delivery was scheduled for 2\18\2022. Dispatcher had notified CSR to contact customer on 2\18\2022 (after driver noticed where delivery was) to explain to her why we would not be able to make delivery. We the agreed to credit her card back with full refund of $456.13, the amount that she had paid online (which does take a few days). She then went a day later and disputed the credit card charge, therefore resulting in us not receiving the payment that we had just credited back to her. We are in the middle of disputing this with the credit card company and hope to have the issues resolved with no further involvement of the customer.

   

  Thank You,

  Customer response

  03/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  It’s sad some statements from jj powell are untrue but that’s what you get with company’s like this I suppose. When you charge someone almost $500 for something you didn’t get and fuel runs out again and you get your service cancelled by them the same day of delivery - that’s sad. I live on a “very busy highway” though they’ve been here before but then I can’t get fuel to heat my house. Makes sense. And I will most certainly file with my bank to get my money back whether it’s a day or two days - I did not get the refund when told and I needed MY MONEY  to order fuel from another company before a snow storm. I called JJ Powell back the times to try to explain to them but they wanted my credit card info again. I think not. Their response states hopefully without any dealings from the customer and I hope not because I do not want any calls from these people who threatened to send me to collections over a second refund I didn’t even get.. None of this is on me and I won’t let a company like this take advantage of me. So they can figure it out with the bank. That’s your job. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called them on Sunday January 20th for fuel dry cuz I was out I was told no again called them Monday I was told fuel would be delivered Tuesday it never came was told it would be here wensday again never came I was told thru day 27th again called 3 times still not here as of 7:00pm I called again the emergency line for them and they can't tell me nothing I'm paying 450.00 dollars for fuel and nothing and no answers I have no fuel in my tank and they where too delivered it 3 days ago please help I need fuel now it's emergency, and I want too be refunded , and these ppl need too be recommended for there awful service when someone is out of fuel thank you ****** *****

  Business response

  02/11/2022

  In regards to the complaint filed by customer ID # ********, I have reviewed the account and see that the customer filed this complaint on the very same day that we made a delivery. The delivery was made at 11:43 am 1\27\2022. As far as the delivery taking 3 days to be delivered, unfortunately this is our busiest time of year and was also during the coldest two weeks we have had yet this year. We were letting our customers know when they called that it could take up to a week to receive deliveries so we take pride that we were able to get some customers within 3 days. For this reason we also ask that customers call when they are at 1\4 tank to give us ample time to get to them. Also looks like the customer had contacted our online chat on 1\28\2022 in regards to the same issue and when contacted had stated that someone had already spoke with her and that she was unaware that she had got delivery because she couldn’t find slip. She was set up to receive her delivery slips via email from now on.
  
   
  
  Thank You,
  
   
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩