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Consumer Complaints

BBB Accredited Business since 06/25/2009

O'Connell Oil Associates, Inc.

Phone: (413) 499-4800Fax: (413) 499-6072

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by Resolution

Complaint Resolution Log (1)
02/03/2015Problems with Product / Service | Read Complaint Details
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Complaint
I followed directions exactly as directed by O'Connells office to start oil delivery this year. When I needed oil delivered there were problems.
I called O'Connells office to start oil delivery this heating season. Woman was very nice, asked me what my annual use of fuel was, so she could fill out a payment form to send to me. I was quoted to pay $330/mo for 10 payments. At the time 2 payments were due which I sent in with paper work. They told me to let them know when my tank got down to a 1/4 full so they could fill me up. On12/02 I called them because I was concerned that I had not received the next bill from them yet. They said I was paid up to date and the bills were just being sent out.I was told that there was no need to fill out the credit application, just to let them know when the tank gets low. That was a part of it that was difficult for me because I have MS and it's not easy to go down cellar to check my oil. On 12/3 I ran out of oil. I was advised to go through the night without oil to avoid the extra cost of being filled at night. I called O'Connell's on 12/04 and asked them to fill my tank. The call was transfered to someone who was in charge. Even though I was fully paid up to date, with $661.02, this person made a big deal out of not having the credit application filled out, after I was told I didn't need it. I agreed to pay, $45, to start my furnace, a $50 charge for the same day delivery and the cost of the oil needed. He told me that he was tired of people stealing from him. And said that I was trying to steal from him. He said he would take the cost of starting the furnace, $45 and the cost of same day delivery, $50, plus any other costs that I had coming to me and deduct it from the amount that I have on account. Then he would give me as much oil as I had left on my account. I told him that I wanted my tank filled up, or I wanted my money back. He said that he would give me my money back, but it would take a couple of weeks. I agreed to wait and have my money returned. Then I called another oil co. and had my tank filled. On 12/9 I called them back to check on my money movement. I was told that there was no one there to talk to about it that day. On 12/11 I called back. The woman who answered said they were just talking about me that day. My call was transfered to the man in charge again. He would not listen to anything I had to say. He just kept talking very loud while saying, "read the back of your contract, over and over again. I was nut allowed to speak. I don't know what that means, after he told me a week before that he was returning my money. Please help me resolve this issue.

Desired Settlement
I was told on 12/4 that they would rather give me my money back instead of filling my oil tank. I agreed to wait for my money to be returned. He agreed to give me my money back. Now all messages are confusing. I don't think they plan on paying me back. I just want my money back as promised.

Business Response
Contact Name and Title: **** ***** *******
Contact Phone: XXXXXXXXXX
Contact Email: ******************.com
The customer received a contract with a credit application with instruction sheet from us explaining our delivery days, when to call for a delivery and our credit policy. When the customer called and said that he had run out of oil I explained that he had not returned the credit application and had not made his November budget payment and that we would only be able to deliver the amount that his credit balance covered he became very angry and told me to *&@#$ my high priced oil he would go else ware & hung up on me. The customer ordered 870 gallons on a fixed contract which states that the customer must use 80 percent of the gallons ordered or pay a 1.00 per gallon fee for the un used gallons. Now that the price of fuel has dropped he wants out of the contract. If the customer wants to catch up on the back payments and return the credit application I am willing to deliver the 800 gallons that he ordered. If not he owes us his credit of 661.02 plus another 208.98 for breaking his signed contract.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The response from **** ***** has been completely fabricated away from the truth to make him look good. When I changed over to O'Connell Oil, I knew they were not the cheapest oil to buy, but I didn't mind because I was just looking for good honest service. The representative woman on phone told me there was no need for a credit report. She said just let her know when the tank gets down and they **** fill it up. I called her back when I hadn't received the next **** and she told me it was alright the bills were just going out, and that I was in good standing to get oil. When I talked to the man in charge the story was completely different. I did not complain about his price of oil, because I knew his price before I started. He told me he would only give me the amount of oil I had credit for after deducting other expenses. He accused me of being a theif just like the other customers who are trying to get something without paying for it. I asked him to give me my money back, if he refused to fill my tank. He agreed to give my money back and said it would take a couple of weeks. When he agreed to give me my money back I believed that that released me from the contract. So I went ahead and ordered oil for my house from someone else. Now he is changing his story. And he is trying to lie his way out of it.

Final Business Response
Attached you **** find a copy of the contract signed by Mr. ********. Our offer for him to send in the credit application and take the oil that he ordered still stands. This company has been in operation for over 75 years and I have worked here for 27. If we ran things like Mr. ******** says we do you would have heard of us long before now.
Thank You
**** *****.


Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Well **** ***** may think he a reputable businessman of 27 years. I have seen otherwise. He was very rude when I talked to him on the phone. He was more like a **************. Like I said earlier he accused me of trying to steal from him. He became very angry and redily agreed when I asked him to give me my money back because he refused to fill my tank. The bbb can't be held accountable for what was said that day on the phone. But **** ***** knows what he said as well as myself. When I called to check on my return payment there was conviently no one there to discuss it with me. Then when I called two days later, the secratary said, "Oh yes they just talked about it this morning. It seems ***** business coherts disagreed with his decision to give me my money back. I'll have to say it was a stupid business decision to give people there money back when they are trying to buy product, but that is what he did in his time of emotional disruption of accuation toward me. I don't have time to deal with his deception and lies. I am a victim of MS and it is very hard to work on this through my fatigue and other physical issues. Like I said earlier **** and I are the only ones that know what was said. And he sites his reputation of 27 years. I know for a fact he is a liar as well as a dishonest ***************. He acted to save his own reputation, and maximise his profits. I **** stake my reputation against his. If he follows through by not giving me my money back, I **** exercise my legal right to picket his office. He just can't treat people like this. If he decides not to give me my money back he can expect to see me outside his window riding on my scooter, along with other people who believe in my reputation. It is wrong to lie, for any reason especially when you are just trying to cover up for your own stupid mistakes. I had to order fuel elsewhere after he decided to break my contract by telling me he would give me my money back. And now he has conviently changed his mind. He is a very dishonest ************** with no self respect. I expect to be given my money back as promised.

Industry Comparison| Chart

Heating Contractors, Service Stations-Gasoline & Oil, Oils-Fuel, Plumbing Contractors, Air Conditioning Contractors & Systems, Diesel Fuel, Convenience Stores

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