ComplaintsforKrupa Oil Company

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have a yearly contract for services on our gas furnaces and hot water heater for our three apartments. On December 6, 2022 we found that we woke up in the morning we had no heat in our apartment, being that it was only 20 degrees outside. They advertised emergency service 24/7. So we called the emergency number several times and was told that we would get at a call back at 8:00. We also tried to call Krupa Oil because they advertise on the web site open at 7:30, and no one would answer the phone. We could not take the chance of not having someone come to fix the furnace so we so we had to find another company to do the job. We went the next day and told them to cancel our contract with them in the amount of $847.61 and refund the money it was for the year 2023. That is when we were told that they called back one hour and our phone shows 9:35 for the call back. We asked that they call us back and as of this date no one has called.

  Business response

  12/16/2022

  We certainly apologize if we did not respond as quickly as the customer would like.  We strive to give the best possible customer service but being a small company with a small office staff, there are days when we may get overwhelmed with many phone calls especially during the earlier morning hours.  We can't possibly respond to every customer as quick as they would prefer.  

  In this particular instance, the customer came to our office telling us they were going with another company and they wanted to cancel their account and get a refund for the annual service policies they had purchased at the end of September 2022.  Our service policies clearly state that no refunds are given if the policy is cancelled.  However, as a courtesy in this case, our office staff indicated to the customer that we would prorate a refund for their service policies.  The prorated refund was calculated as $809.08.  The process of getting a refund check can take up to 2 weeks as the owner of our Company needs to sign all checks going out and therefore, the process is dependent on the owner's availability and timing.  The refund check for $809.08 is currently in process and we expect to be able to get the check signed and mailed out to the customer by the end of next week 12/23/22.

  Customer response

  12/16/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I would like to thank you for such a quick response.
  
  Sincerity,
  
  ***** *******

• Initial Complaint

  11/21/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Prepaid on a budget plan. MADE 2 PAYMENTS 0F 344.00 EACH. nOV. 10TH STATEMENT ACCOUNT #***** iNVOICE # ****** wE HAVE A CREDIT OF 688.00 ,krupa has no oil to deliver to us. I WENT TO ANOTHER OIL CO. AND HAVE TO PAY CASH, MEANTIME MY MONEY IS SITTING WITH kRUPA AND i can not receive it from them, they keep stalling me.

  Business response

  11/22/2022

  As this customer was informed, we are currently in the process of providing a refund to this customer for the $688.00 he requested.  The original customer request for a refund was made on 11-10-22.  Our office staff informed the customer that a refund may take up to 2 weeks to process.  The customer called back on 11-21-22 (less than 2 weeks) and we informed him that a refund check has been cut - our check#***** for $688.00.  The check is in a batch with other checks to be signed by our owner - who is the only authorized signer for our bank account.  We expect the owner to be in our office some time this week and will sign the batch of checks.  Our owner also has two other companies that require his attention so he is not always available.  Once the owner signs the check batch, the customer can either choose to stop in our office and get the check in person OR we can mail the check to his residence.

  We told the customer it could take up to 2 weeks for the refund.  2 weeks would bring us to this Thursday - Thanksgiving when our office is closed so the 2 week period would technically end this Friday 11/25.  The check should be signed by then and available for the customer.

  We disagree with the customer's assessment that we "keep stalling."  The customer was informed right from the start it could take 2 weeks for a refund and was informed yesterday that a check was prepared and is almost ready - just needs a signature and will be available within the 2 weeks.  There is no "stalling".  We have been honest and up front with our refund process and communicated this to the customer.

  Customer response

  11/22/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ******** Thank you for all your help, I WILL BE PATIENT AND WAIT FOR FURTHER WORD FROM kRUPA oIL

*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. ↩