Business ProfileforBob's Fuel Company, LLC

We ordered a full tank; they delivered half. They left zero written receipt AND spilled oil in our driveway. I'm in the business myself and would never put-down a company who did an average job. This was poor, messy, and then time-consuming service when they refused to come right back to correct the mistakes. Disappointed.

This customer ordered 250 gallons (or a fill up), and paid for the delivery in advance. This delivery was made on Monday 10/4/21. Heating oil tanks are equipped with a tank gauge and vent alarm. As the delivery driver fills the tank, a loud whistle sounds to let the driver know that air is escaping the tank, allowing fuel to be delivered. Once the vent alarm stops whistling, the driver immediately shuts down the hose - this avoids spilling and over filling the tank. The driver delivered 186.6 gallons. This amount of oil alone is 3/4 of tank. The customer reported that the tank gauge is reading 1/2. Caitlin explained that gauges can stick - but 186.6 gallons alone is 3/4, which makes you realize that the gauge is not reading accurately. He said that he was in the business. Caitlin suggested unscrewing the tank gauge, lifting it up, and letting it settle back down to get a more accurate reading. If the gauge is just bad and needs to be replaced, it will not read accurately at all. You can also stick the tank to see how full it is.

The customer also made the comment that we are delivering oil for less than he can get it from the company that he is working for... I would think that this would be a positive thing... I'm not sure why this is being portrayed as a negative. We simply try to stay as low as we can, for as long as we can.

Caitlin thought that the customer understood, and she offered to refund the credit remaining on the account in the amount of ($164.78). Caitlin processed this refund while on the phone with the customer. Caitlin did note that the refund can take 24-48 hours to hit the customers account.

In talking with our driver that made this delivery, who is very experienced and liked by all customers, he reported that he spoke with the customers girlfriend/wife, she went back inside, he put the delivery ticket in the front door. The driver also reported that he did not spill any oil. Caitlin will mail a copy of the delivery ticket so that they have one for their records, but it was left at the front door.

We didn't return to the customer's home as there wasn't anything to remedy - the tank is full.

We are baffled by the poor review, but understand that we cannot please everyone.