ComplaintsforKutty's Fuel Oil, Inc.

• Initial Complaint

  02/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are 3 disabled adults living in this house, I have Fibromyalgia and the cold has a bad affect on my body.We called and placed a order in which I had a balance of 237.00 which was paid to Kuttys by my fianc I then paid half of the 100 gallon order of 200.00 dollars.Something on there end went wrong with the payment going thru even though my fianc bank statement showing the money was taken out and calling the bank they will not deliver to us until it shows on there end! We are freezing this is the 2nd day without fuel in our tank and the weather is dropping to 8 degrees tonight and they will not deliver us fuel until the payment shows on there end knowing that we paid! This is the second day we are without fuel and they said I wont get any fuel until tomorrow sometime!!! This is unfair they should uphold our payments they know it went through but they are not willing to come and give us fuel even though we paid!!!! We are disabled and on disability and tonight and tomorrow temperatures are dropping and we are freezing!!! I want to file a complaint against this company the lady  *******has a attitude and is not nice to us on the phone saying you wouldnt get it today you would have to wait until tomorrow regardless after 2 days of this!! Please help this is unfair again Im disabled with 2 disabled children!!!

  Business response

  03/15/2023

  We are sympathetic to Ms.********* complaint and hope to clarify the concerns. It is Kuttys Fuel Oils policy for new customers to pay upon delivery for their first three deliveries.This was Ms.***************** third delivery with our company and payment was expected at the time of delivery. We made an exception and accepted payment for half of the delivery. We made the exception because ******************** told us she was in the process of filing out an application for fuel assistance.

  
  In addition, it is our policy to collect on back balances prior to any additional fuel being delivered to a property. Ms.***************** had a back balance from her previous delivery, which *****************, Ms. ********* fianc paid for.
  Ms. ******** lives in ******,which is not part of our daily delivery route, she was informed her delivery would get out to her in the next couple of days.  The initial call for oil was placed on Thursday, February 23rd, at which time Ms***************** did not state she was out of fuel. Her delivery was made on Saturday, February 25th.

  
  The credit card processing errors were communicated in a professional and courteous exchange with Mr.************** as it was his credit card.  At no time was Ms. ******** involved with the conversation regarding the credit card errors (these errors were due to a software issue with our credit care machine.The machine has since been replaced). Mr.*************** was understanding and asked to be notified when the oil would be delivered to the property. It took us one day to verify the funds with our credit card processing company and Mr.*************** was notified the oil be delivered on Saturday, February 25th, within the original 2 day window we told Ms***************** at the time of her order.

  
  We followed our company policies which were shared with Ms.***************** as well as Mr.*************** and at no time was oil delivery denied.
  

  
  

  Customer response

  03/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: They made an error on their end with billing, even though they withdrew the money from our bank and we had bank statements to prove it, they made us wait several days in below zero temperatures with no oil until they figured out on their end were the money went. We are 3 disabled people that had to spend a lot of money on wood to burn because they messed up but punished us for it. That was the coldest day of the year with 50mph winds reaching -25 degrees. There is never a reason to let a mom and her disabled children freeze. I am appalled that they think this is appropriate! We paid our balance, its their error and I will never recommend this company to anyone. They could care less about their customers, they have the worst attitudes! I am infuriated and disappointed that they even try to justify this!!!!
  
  Sincerely,
  
  *********************************

  Business response

  03/15/2023

  While we understand Ms.********* frustrations, there are inaccuracies in her claims.
  
  1.  She did not state she was out of oil when she called to order on 2/23/2023.

  
  2.  We did not deny her oil at any time. She was only told she needed to pay her past due balance prior to a new delivery going out.

  
  3. Ms.***************** was not the one we communicated with regarding the credit card error, it was Mr.***************, and this was a very cordial conversation.
  Even with the credit card issue, the property received their oil within the 2 day delivery for the town they live in, which as previously stated, is not a town we deliver to on a daily basis.
  
  Yes, there was a software malfunction with our credit card terminal, which caused a processing issue. Yes, Mr*************** had the bank statement saying the funds were withdrawn, yet on our end, it was showing up as denied. As a company we unfortunately cannot take the word (or documents) of a customer stating funds have been taken out of their financial institution. We also need to confirm with our credit processing company that the funds were indeed taken out and credited to our company.
  

  
  

  Customer response

  03/16/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******************* delivered oil to my residents without there being an oil tank and without notice. They poured 100 gallons of oil directly into our basement. The owner had the wrong address and did not knock on the door beforehand but only until the bill was being presented. The delivery driver who was also the owner did not apologize or have any empathy as to what happened to us and tried blaming us for his mistakes. There is a gas meter in front of the house by the oil pipes in clear view. There were 3 people in the basement who were sleeping at the time of this happening as well as a 79 year old elder women with dementia who was on the first floor. Everyone was evacuated from the house and we had to be put out of our house for 2 days. We now have on going issues with the oil and clean up that, what was told to us by environmental control, that will last over 6 months to a year to get the basement usable again.

  Customer response

  11/02/2022

   
  Complaint: 18315567
  
  I am rejecting this response because:  i dont understand what your response is.  
  
  Sincerely,
  
  ***********************************

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