ComplaintsforPhoenix Energy Group, Incorporated

• Initial Complaint

  12/28/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I ordered 100 gallons of fuel from Cardinal oil. They charged me for the 100 gallons then when they got here I only received 53.7 gallons. when I asked about my refund, their response was there was a service charge fee for coming out there. This was never explained prior to or even when they got to my residence. The manager got on the phone and continued to speak very nasty to me and advised that per their insurance if a customer don't have a whistle they can't put oil in my house but still gave me 50 gallons even though it's against their insurance policy without a whistle. The manager then said since I only got 50 gallons they had to charge me another price, this was also not mentioned to me.

  Business response

  02/17/2022

  02/17/2022 
  I received a notice that a complaint was filed. I have reviewed the complaint and have determined that the customer was invoiced correctly; there was not any "service charge fee". It is industry standard that the price per gallon is determined by the amount of fuel delivered. You will be able to verify this with other local Philadelphia PA companies: 
  *** ***** www.************.com and *** ***** www.***********.com, just to name a few. 
  While attempting to fill the tank we discovered that the tank is not piped to NFPA code. The whistle/vent (audible vent alarm) is not functioning properly and the delivery driver cannot tell when the tank is full. This is a dangerous situation and trying to fill the tank could result in a major spill, or tank rupture. We made the customer aware of this immediately. This is not an "insurance company policy" it is the National Fire Protection code. The NFPA is quite specific: "All tanks...shall be equipped with a method of determining the oil level" Furthermore, "Inside tanks provided with fill and vent pipes used for No. 1 or No. 2 fuel oil shall be provided with a device to indicate either visually or audibility at the fill point when the oil in the tank has reached a predetermined safe level." This customer's tank should not be filled by anyone until the repairs are made. 
  I spoke to this customer on the telephone and at no time was l "nasty"; 1 explained the situation in the same manner as set forth in this correspondence. 
  Cardinal USA has been servicing consumers since 1992, with only one other complaint filed with the BBB. I noticed that our rating has dropped to a B on your website due to this one complaint. It was lowered before I was given a chance to explain the situation. Please review that facts and update our rating back to an A, you may have harmed my firm's image, should you fail to do so, I will have no choice but seek financial restitution for any damages you have caused my firm. 
  

  Sincerely, 
  Ed M
  

  
  

  Customer response

  03/25/2022

   Complaint: ********
  
  I am rejecting this response because:
  

  That's not the truth the owner never reached out to me after I contacted you guys. Also, if it's illegal to fill a tank without a whistle why did they give me oil? He's lying and what ate the next steps? This company is taking advantage of people in my opinion, of course He's gonna say he got back to my my phone records and bank statements can prove otherwise 

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

  Business response

  03/30/2022

  3/30/2022 
  I am in receipt of your second notice regarding this complaint. I stand by my response dated 2/17/22 at that time, I reviewed the complaint and determined that the customer was invoiced correctly; there was not any "service charge fee". It is industry standard that the price per gallon is determined by the amount of fuel delivered. You will be able to verify this with other local Philadelphia PA companies: 
  *** ***** www.************.com and *** ***** www.***********.com, just to name a few. 
  While attempting to fill the tank we discovered that the tank is not piped to NFPA code. The whistle/vent (audible vent alarm) is not functioning properly and the delivery driver cannot tell when the tank is full. This is a dangerous situation and trying to fill the tank could result in a major spill, or tank rupture. We made the customer aware of this immediately. This is not an "insurance company policy it is the National Fire Protection code. This customer's tank should not be filled by anyone until the repairs are made. 
  I personally spoke to *** ****** on the telephone and have no reason to lie about it. *** ****** was only charged for the oil that she received. We cannot determine if the whistle is operating properly until we attempt to fill the tank. Afterwards we mailed a letter to *** ****** informing her that her whistle was not operating and notated this in our system. I explained the situation to her on the telephone, and have responded to your correspondence twice now. I am sorry that *** ****** is not satisfied, but I am closing our file on this matter. 
  

  Sincerely, 
  Ed M

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