Complaints

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order for oil through a company called CashHeatingOil.com. I've used this company before. When the local oil dealer contacted us my husband prepaid over the phone for oil on 3/14/2022. (I never had to prepay before I usually have to be at the house to pay) I looked at the transaction in my bank account and the company charged a fee that was never disclosed to us. I decided to cancel the order and was told there would be another fee to do that. I got upset and the women just hangs up on me and refuses to answer my calls. She won't send me a receipt stating that she refunded me the $509 and just keeps telling me to check my bank. I have contacted the bank and they have no pending credits to my account just charge of the $509. I don't know who can help me with the money but they shouldn't be in business if they can't deal with a consumer canceling a service that they don't want. Now I'm left without out oil and my money. I need that money to order more oil from an honest company that discloses fees and charges to the consumer. There also is nothing on CashHeatingOil.com website saying anything about a charge from the local dealers.Here is a copy of the email....www.CashHeatingOil.com Thank you for your *********** Order Inbox ************************** Mar 8, 2022, 7:17 PM (7 days ago)to me CashHeatingOil.com Thank you for using CashHeatingOil.com to order Heating oil.The *********** Dealer below will contact you shortly to coordinate delivery of your heating oil.Dealer Information ****************************************** Name:Butchie Oil Address:33 ********************* City:********* Zipcode:02861 Telephone:************ Transation Information Transaction ********** Transaction Date:8th of March 2022 Fill up Tank:No Tank Size:275 Number of Gallons:100 g Price per Gallons:$ **** Total Price (Without Tax - There is No tax in CT,MA,PA,**,MD,**,Nassau County **.):$ ****** Payment Method:Credit Customer Name:***** ********** Mockin

  Business response

  03/22/2022

  The customers, ***** and ****, place an order on 3/8/22 through www.cashheatingoil.com.  This same day we called the customer to set up for an oil delivery within the next 48 hours.  I receive a call from ****, at 2PM on 3/11/22 stating he wanted an oil delivery the same day, 72 hours after the oil order was placed. The oil price at the time ordered was $4.99 a gallon.
  Under the Consumer Agreements section on www.cashheatingoil.com,it states that order and pricing is only held for 24 hours.  *********** Companies will deliver at the stated price providing confirmation contact by telephone is made within 24 hours of receipt of order during normal business hours. If the consumer does not make contact with the supplier within 24 hours the order will be cancelled.  Any consumer taxes that apply will be noted on the listing.  If you are a business you might be subject to a different tax based on your state.
  I explained to **** that since more than 24 hours has passed since the time the order was placed, that the pricing would be adjusted to the most recent oil pricing of $5.09 per gallon.  He agreed and we then asked how he would like to pay. **** stated that he was not comfortable leaving cash or a check and would prefer to pay by credit card.  Please note, that as a courteous because of the increase in oil pricing, we waived the standard credit card fee.  In addition, due to high demand we were not able to deliver the same day and we had agreed for delivery on Monday, 3/14/22. After all details were confirmed and approved by **** we then charged the card for $509.
  Approximately 2 hours after this we received a call from *****, stating we had charge her card without permission and she had demanded we change the cost to $499 from the original order..  ***** had two complaints, stating she had never given a credit card up front for oil deliveries and that she wanted the original pricing.  We explained it is our policy to charge credit cards up front but they had the option to pay by cash at the time of delivery but this option was not selected by ****. We do not allow our drivers to accept credit cards from the clients. We then explained that we spoke with **** regarding the total cost, who then provided the credit card and he approved the transaction.  Lastly, we further explained that the original order pricing is only held for 24 hours, per CashHeatingOil policies. 
  ***** was very displeased and demanded a refund, which we processed the same day.  ***** continued to state she hadnt received the refund even when we explained she should call her credit card since we processed the returned the same day on 3/11/22.
  I followed up with her via text message several days later to ask if she had received it and she replied with a thumbs up.
  Thank you

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