ComplaintsforSullivan Fuels Limited

• Initial Complaint

  17/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i put a service call as my oil based heating system was overheating the house and the technician went there but he said he do not understand the system and wasn't able to fix the issue but the company billed me for service call. I am not sure am i liable to pay that?

  

  Business response

  08/02/2024

  I understand your concern regarding the service call fee, and I'd like to explain why it's still applicable in this situation. When you schedule a service call with us, it involves dispatching a trained technician to your location equipped with the necessary tools and expertise to diagnose and hopefully repair the issue with your equipment. This process incurs various costs for our company, including technician wages, vehicle maintenance, and administrative expenses.
  Even though we were unable to resolve the issue during the visit, our technician still invested time and effort in assessing the problem and providing you with expert advice. Additionally, the service call fee helps cover the costs associated with dispatching our technician to your location, regardless of the outcome.
  We strive to provide the highest level of service to all our customers, and that includes ensuring our technicians are properly compensated for their time and expertise. I hope you understand that the service call fee helps us continue offering reliable and efficient service to all our customers, including yourself. 

  

  Business response

  08/02/2024

  Our standard practice is to charge a one-hour minimum fee for service calls. This policy helps us maintain the high level of service you expect from us while covering the costs associated with dispatching our technicians to your location.
  

  We have credited the service invoice for the visit. We understand that the outcome of the visit may not have met your expectations, and we appreciate your understanding.

  Customer response

  09/02/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21157045, and find that this resolution is satisfactory to me.

• Initial Complaint

  07/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've been using Sullivan Fuels automatic refill service. Yesterday, Sullivan Fuels took it upon themselves to get a last fill up in - during a peak oil rate time and leave me with a full tank just in time for summer. They proceeded to tell me that this was my fault in not telling them to stop based on their unclear, and inexact times that their "season ends". It's been communicated that the season ends in March or April. The deliveries are never scheduled anyway, and where I haven't seen or needed a top up in weeks the assumption is they aren't coming back this year. In an obvious ploy to get their last bit of money out of their customers before the season end they decided to make one last trip and load up an additional half tank. I have no recourse on the matter. They can't recollect the oil. They are billing my Credit Card immediately and offer nothing other than "this is your fault for not calling us so you owe us." The timing and the cash grab nature of the whole exchange needs to be addressed as I'm sure I'm not the only customer that has had this happen. In a perfect world they will take the oil back and it's just over - but where this isn't possible they tell me - I would like to pay small increments between now and when it gets cold again for this unneeded and unwanted bill. Fair is fair. They foisted a product on me I clearly didn't need so they can wait until I need it to get their money.

  

  Business response

  18/04/2022

  The customer signed up for automatic delivery which means deliveries are done throughout the year to ensure they never run out of oil, depending the on the home the last delivery for the heating season is generally in April or May (sometime June/July if they use oil for their hot water) then the deliveries start back up in September.  If a customer does not want us to fill their oil at any given time it is their responsibility to call the office and put deliveries on hold and/or take the account off automatically delivery and become a call in customer (call the office when they would like a delivery).  In this case neither of these things were done and we delivered on the normal schedule.  Payment agreements were made with the customer when they called after the delivery and they asked for future deliveries to be put on hold until they call, which has been done.

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