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I am Landlord trying to get a oil contract ironed out. The Sales Representative is named Kelly. I had a new Tenant with a newborn baby getting ready to move in to a small cottage I have on the property. Considering the main house has a contract with Lewis Oil, I figured I should have the Cottage using the same oil company. I was going to have a separate contract drawn up and have the Tenant billed for the oil. All the Tenant needed to do was get a hold of Kelly and send in the application & paperwork that Kelly gave me to give to her after she moved in. Well, time passed and she moved in. I called several times to speak with Kelly and they told me she was out sick. After she returned, no matter how much I tried to speak with her, I couldn't. I left more messages for her to return my call and STILL, as of today, she has not returned ANY of my phone calls. Another Rep named Angela was telling me that I had to pay the Tenant's bill and if I backed out, I would have to pay the early termination fee. Kelly had agreed that I maintained the contract and the Tenant pays the bill... so now I am going to wind up being totally responsible. Kelly got the sale and that was more important than customer satisfaction. I have never seen customer service like this in all my life. This is something you might see in a movie or a bad dream. I am a 20year military veteran and to be treated like this is beyond belief. When the contract ends, believe me, the contract to the main house will end too. I do not recommend this horrible service to anyone.
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Concerning my Account Number - Invoice Date 03/04/11:
$513.92 is due 10 days from receipt - Received on Friday, 3/11/11.
The invoice has wrong address. It also has my name and not the Tenant's. It must be corrected so that Social Services can cut her a check so that the bill can get paid.
3/14/2011 - 9:44AM - S/w Jessica in Billing on 3/14/2011 - 9:44AM – Let her know that I was calling from the job and because of that, the line is being recorded for training purposes as usual (I do not own cell phone). I also let her know about the tenant’s newborn baby and how important it was for the cottage not to run out of oil. She said that Kelly should take care of this, so she tried transferring me over to her in New Accounts but she was not in - She will have her assistant Angela call me back who was not willing to work with me before in the least and who I left a message with before to have Kelly call me.
Before long, as the bill becomes past due and my credit is threatened, I will be hearing from a whole different kind of department. So, I have no choice but to continue to call and leave messages…
...to be continued...
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03/15/2011 – 08:55 AM - Called to speak with Kelly in the New Sales department. Left another message.
Note: Before I became a new account, I had no problems reaching her. Now, it is like they have caller ID and know when not to pick up the phone. After all, for a company to stay in business, how can it be so difficult to get in touch with anybody in their Sales Department?
...to be continued...
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03/15/2011 – 09:52 AM – S/w Bonnie in Billing: I explained to her how difficult it is to get a hold of Kelly. She told me she knows she has been out sick and she knows she works from home and it is usually not an issue. She put me on hold and spoke with the assistant in the New Sales department who said Kelly is indeed working from home today. So, Bonnie took my info so she could give it to Kelly. I also informed her that people from her office has taken my info before and I have yet heard anything back.
...to be continued...
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03/15/2100 – 12:07 PM – S/w Angela – They refused to change the name on the account but she said I could fax her so she can list my tenant as the ”In Care Of” person. This action doesn’t hold the tenant accountable as it should and is not what Kelly and I agreed to. Hopefully Social Services will accept the amended utility statement.
...to be continued...
The complaint has been investigated and resolved to the customer’s satisfaction.
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Lewis Oil has basically scammed by elderly parents and are now charging them a finance fee for a bill. After Lewis oil serviced there boiler the boiler began reading empty. Instead of investigating if there was a leak, they delivered more oil which quickly leaked out because a pipe had broke. They had to be called several times to come back with no answer. Finally we had to call another company. We needed the last 5 years of service receipts and were given the run around for months and now they want payment in full for oil they should have never delivered. This company is awful and should be shut down. We are seeking a law suit against then for damages to my parents home.