ComplaintsforSantarelli and Sons Oil
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Complaint Details
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Initial Complaint
02/10/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered fuel oil for my home on Jan 28th their website promises delivery within 120 hours.... oil not delivered for 12 days my home ran out... they took my money the same day the order was placed and never contacted me to tell me of a delay... I was forced to purchase wood and use extra propane to heat my homeBusiness response
02/22/2022
February 21, 2022
This customer wasn't happy with our services in December of 2020. They continued to use us as their fuel supplier even after they were made aware of our longer wait times in the coldest winter months. COVID did not help our cause; on top of harsh winter weather that prevented us from getting deliveries out, a large number of our staff was out of work due to the virus. This customer orders their fuel online and our website states that "most orders will be delivered within 120 business hours under normal weather and operational conditions", 120 business hours is 3 business weeks. The customer placed the order on January 31, 2022, and received the oil on February 10, 2022, which is the 8th business day.
Robin G******* Operations Manager
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.