ComplaintsforKerivan-Lane, Inc.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Kerivan Lane, at the peak of the heating oil price increases on May 1, delivered 75 gallons of heating oil to my house. I was not called to approve the delivery, was not warned that auto delivery would continue during the summer when a reasonable person would expect there not to be heating oil delivery, and both had no need for and have not used any of the heating oil delivered. Not only did I not need the heating oil delivered at this point, I could not afford the oil delivery.Given I couldnt afford it, I havent been able to pay for the outstanding bill and Kerivan Lane since sent my account to collections. Id spoken with the collections company who told me they would call me every week. I communicated with the collections company that I would be able and willing to pay the entirety of the bill on September 15th, but no sooner than that.On August 31st, Kerivan Lane charged 4 unauthorized charges to my card for the entirety of the amount. I never approved these charges, never gave any authorization to complete these charges, and quite obviously the company charged them in 4 separate smaller transactions to see what they could process and get through.I now cannot afford my insulin as a Type 1 diabetic. It is highly immoral, unethical, and I believe illegal to not only charge a customers card without their authorization or approval, but particularly when this runs exactly counter to what theyd agreed to with a collections company on a recorded call.

  

  Business response

  09/08/2022

  It is apparent that the collection agency neglected to inform us that payments were arraigned in full for September 15th. The customer is 100 percent correct and we hand delivered a refund check to his home but he refused to take it. He stated that a refund to his card was in process. We apologize and thank you for your business this will not happen again. 

  Customer response

  09/17/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  There are a number of questions I still have, truly none of which have been satisfied. In order:

   

  1. why did the business deliver 75 gallons of oil to my house in early May, at a time when home heating oil prices were over $7 a gallon without any warning? As a point of reference:

  - I already had 1/4 of oil remaining prior to the delivery, and the oil was delivered at a time of year when my home furnace was shut down. Kerivan Lanes price lock contracts with customers run obit to end of April, and only guarantee that the tank remains 1/4 full. There are a number of complaints from other consumers around Kerivan Lane measuring and not delivering at their homes during April, to which Kerivan Lane responded they measure the tank to ensure it is half full which are the terms of the agreement. Given this is their standard practice, and Id stopped using my furnace two weeks prior given the record home heating oil prices and it was beyond their standard oil delivery dates, I had no reasonable expectation that the business would automatically deliver oil especially considering the price point. Given both the time and price, a warning that a delivery would take place is more than a reasonable explanation. I would have turned he delivery down, which based on my usage they had data for they would have know, the only reasonable conclusion one could draw from this is that Kerivan Lane was attempting to price ***** certain customers to offset losses from price caps on other contracts.

   

  - why did Kerivan Lane charge my card without my authorization? Besides having already agreed to a date with a collector theyd sent me to, I never approved the charges. What gave them authorization  to charge my card if I hadnt approved it?

   

  - why were the charges put through in 5 separate transactions for smaller amounts as opposed to the total amount? It would seem this is or was an attempt to sneak the charges past me the consumer rather than charge the total amount owed in one transaction.

   

  - why did Kerivan Lane then challenge my fraud report with my bank to have the transactions reauthorized? They mention in their response to you that theyd seen I was handling with my bank and would pay them later directly. They cant show an approval for the charges they fraudulently put through and admit it ran counter to an agreement with the collection agency, why did they dispute the fraud claim with the bank?

   

  - how, in any way, is this not price gouging and consumer fraud?

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business response

  09/19/2022

  ****, all tenants are required to provide a credit card so that if the balance is past due we can charge the card. Your balance was pas due and we charged your card. We were unaware that you had made arrangements with the collection agency. You told us you needed the money for your Diabetes medication so we immediately wrote a refund check and hand delivered it to you but you refused to take the check, telling us that the money was being refunded to your account. Your arrangement with the collection agency was that you would pay by the 15th of September but you have still not paid this balance as of today, September 19th. Therefore you should have no problem with *********************** and we are putting you back into collection and closing your account. We have tried reaching you by phone and you will not take our call and by email, you will not respond. 

• Initial Complaint

  07/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In early May right after my fixed pricing agreement expired, *********************** emailed asking for a picture of the oil level gauge so I sent them an image. I subsequently called them and after discussing it with the sales person, I specifically told them to not deliver any oil because the price at the time was very high and we were not going to use oil until the winter when hopefully the price would go down. The sales person said he would make a note and I thought I was done with oil issues until the Fall. To my surprise, the company delivered oil a few days later for which I immediately disputed- effectively they trespassed to dump oil into my tank. Their response was more or less too bad, you need to pay. They are now trying to collect. Initially, they tried to remedy the situation by offering to adjust to market price in the coming Fall assuming it is lower. I countered with the fixed price that I was paying or nothing since I told them not to deliver - no response. The company then sent **** notices and I have called several times to discuss, but the person in charge has not returned my calls. I called again and the person I spoke to demanded I pay the charge and find another oil company. I suspect they know they made a mistake since this charge should have been automatically charged to my credit card and I think they were worried that I would have disputed it with the credit card company. In the end, I am done with this oil company - stop trying to directly or indirectly collect on this and do not trespass on my property.

  

  Business response

  08/02/2022

  The General Manager is out of Town for a few days and will respond to ********** when he returns. Thank you. 

  

  Business response

  08/03/2022

  **********,
  
   
  
  This was clearly a misunderstanding. You sent us a photo of your tank gauge on E and we delivered a very small delivery of 75 gallons. When you complained we offered to **** you at the market rate when you request your next delivery, we would have charged you the lesser amount. You said you wanted to wait for a delivery hoping the prices were lower. What you requested is what we offered you.
  
   
  
  To close this complaint we are going to charge you as you suggested. Thank you.
  
   
  
   
  
  Regards,
  
   
  
  *******************************
  
  ***************************************.
  
  ************
  
  Kerivanlane.com

• Initial Complaint

  04/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up with this oil company nearly two years ago and had an agreement on a fixed oil price through May 1, 2022. Due to the recent war, the oil price went up sharply so the company only filled the tank 1/4 full in every recent oil delivery. My tank is near empty now so I called the oil company but they refused to delivery the oil before May 1, unless I agree to pay with the the market price. I don't think this is right. This is against the contract agreement. As a customer, I should have the right to ask my oil company to delivery whenever I need.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. Account was closed not per my request 2. annual contract not refunded 3. multiple maintenance visits charged approximately $300 each time did not yield any long term fix 4. contract terms never explained.

  

  Business response

  03/24/2022

  *****,

  *********************** always reviews any adjustments that are due to a customer when an account is closed. We will review your service plans and refund accordingly .The terms of each plan are listed on our website under service plans. The service work that we performed was plumbing related and you received your discounts. We have not had any service calls about the work even as recently as March 23 when you spoke to our service manager so we can assume the situation is resolved. If it is not we will honor our work and diagnose what is wrong. Regarding the account being closed KL was concerned about a past due balance of approximately $1350.00 . Your reply to our staff was very aggressive. Then an extremely negative review was posted so we felt it was best we part ways. There is no point in either of us working together if there is aggression or negative feelings. Life is too short and we want happy customers .We appreciate you having been a customer and we will resolve any monetary issues within one week. I will also call you to explain and I want to hear from you about any other concerns. Thank you.

  Regards, ******************************* , Owner/President ***********************

   

   

  Customer response

  03/24/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  1. The past due amount is $846.99, not 1350

  2. The issue of the refund of the annual contract is not addressed

  3. They make it sound like it is a mutual decision to terminate the relationship, when I made to such written (or verbal) request.  

   

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  03/25/2022

  *****,

  Yes you told our team member you were going to get another company and you wrote a negative review. What is the point ? The customer or the company can choose to terminate service. In this case it was for non payment and aggressive treatment toward our team.

  Yes your account is fully credited for your AC plan and Burner plan. You  should have that in your email.

  Yes after you paid $500 on the $1350 balance it was reduced. That was the day after the aggressive conversation .

  I believe we have covered all concerns. If not I am happy to reply by email/phone x155

  Regards, *******************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩