Received Fuel Service in February 2006 and sent payment in amount of $229.00.
Received a bill in March requesting payment for service in February, which I had already sent a check for. After checking my account and seeing that the first check was not cashed, I thought the first check had been lost and not wanting to be delinquent sent a second check in the same amount of $229.00.
Received a third bill in March asking for same amount for same service received in February and I called Fossil Fuel, Inc. at which time I was told they are having a problem with their P.O. Box and they would look into it.
I called Fossil Fuel, Inc. starting on the morning of Saturday March 25, 2006 requesting fuel service. I called and left a message on Saturday, called and left a message on Sunday March 26, 2006 (knowing it is a Sunday but thought they might check their messages for urgent requests). Left several messages on Monday March 27, 2006 throughout day while at work and after work. I left several messages on Tuesday 28, 2006 again, while at work.
In all of my messages over the 4-day period, I stressed that I am running low on fuel and have an infant in the house. (Please keep in mind, this was mid-winter and I need fuel to heat my home and for hot water.) I also asked that they please call me to let me know if they would be delivering or not. To my surprise and shock, for all the phone calls I made, I did not receive a single phone call.
On the last day of my efforts, when I was unable to get a hold of anyone at Fossil Fuel and did not receive a phone call to let me know that they were either going to deliver, were too busy to deliver or to just let me know that they received one of my several messages. I, as a caring mother, called around to find another service that could deliver to my home while at work. The organization I ended up requesting service from, not only took my order right away but also delivered that same day. The other organization still came to my house prior to Fossil Fuel, Inc. even though I had called Fossil Fuel prior to calling the new organization that day.
I Started calling Fossil Fuel on 4/7/06 when both checks (first check sent in February 2006) & (second check sent in March 2006) in amount of $229.00 were cashed. (I thought it was kind of strange for both checks from the same household for the same exact amount with the same account # on the checks were cashed on the same day after I had called inquiring about our 3rd bill.) I totally understand that mistakes can be made and gave them the benefit of the doubt that it wasnt done intentionally.
I made multiple phone calls and left several messages requesting reimbursement for double billing, received messages just telling us that Fossil Fuel was calling us back without any helpful information on what alternative # to contact them on or better time to call. (We basically played phone tag for a week.)
My husband spoke with male representative in the office the beginning of the second week of April and was told they would send us reimbursement check within a week. A week went by and we didn't receive anything in the mail so we started calling Fossil Fuel leaving several messages requesting reimbursement offering to drive to office to pick up reimbursement check, which was promised to us the week prior.
After several attempts, I got a hold of male representative and was told his name is Jimmy after he originally refused to give me his name, name of the owner or any other helpful information. I have to add that he was very unprofessional and dismissive of my concern. Jimmy was laughing at me and telling me he will look into it over & over again and basically telling me I am out of luck. I asked him what it was that he had to look into since he had already looked into it for over a month and told my husband he would send a reimbursement. He proceeded to disconnect our phone call. I did not attempt to call him back because I did not feel he would help me and would only continue to mock me and most likely just disconnect our call again. Being a mom that works full time and helps care for my disabled mother, my time is very valuable and limited, so I don't have time to waste.
In May, I submitted a complaint to the better business bureau because I had never had to deal with such an individual/company and wasn't sure who could help me. The better business bureau filed the complaint and I received a very rude response from Fossil Fuel, Inc. with no resolution.
I sent a letter requesting reimbursement in June and July to Fossil Fuel, Inc in Burlington as well as Lowell, which I received no response to.
I submitted my small claim on Monday July 17, 2006 because after almost 4 months of not receiving reimbursement and lack of response from Fossil Fuel it made me realize from the attitude of the representative from Fossil Fuel, Inc. that I would not receive the money that is legally due to me.
On Wednesday July 19, 2006, I received a reimbursement check in the amount of $224.00 from Middlesex Oil Corporation, (2 days after I submitted my claim).
I called Middlesex Oil Corporation and left a message. When my call was returned by a male representative, I let them know that the amount of the check was incorrect and that I had incurred additional fees due to me having to mail certified letters with return receipts and submitting a claim with the courts. The representative refused to send me the additional fees that their untimely reimbursement had cost me and said we will just have to go to court.
One Thursday July 20, 2006, I mailed Middlesex Oil Corporation and Fossil Fuel, Inc. a letter giving them the opportunity to reimburse me the additional amount of $61.65 which their refusal to reimburse me had cost me, so that they could avoid the additional cost of attending court.
Another avenue I tried before submitting a small claim was contacting the division of standards when I spoke with a very helpful individual by the name of Charles Carroll. Mr. Carroll listen to what had occurred and said he would help me get reimbursed. I let Mr. Carroll know that I would be on vacation for 3 weeks, so Mr. Carroll said to call him upon my return to let him know if I had received a check or any correspondence. I returned home on Tuesday June 27, 2006.
I called Mr. Carroll on the morning of Wednesday June 28, 2006 and informed him that I have not received a check or any correspondence from Fossil Fuel, Inc. Mr. Carroll said he would try to get in touch with Fossil Fuel again. I called Mr. Carroll on Thursday June 29, 2006 when he informed me that Fossil Fuel, felt they were owed money for driving to my home and failing to deliver fuel in March 2006 because I had called another organization for service. I told Mr. Carroll that was unacceptable and couldn't believe that Fossil Fuel felt they were owed money for failing to deliver a service to me. If anything, I should have put in a complaint with the better business bureau for the lack of correspondence and delivery.
They caused me much distress and anguish over the 4-day period that I was waiting for fuel and my repeated efforts to get in touch with them. I informed Mr. Carroll that if Fossil Fuel, Inc. had at least called me one time to let me know of the status of the delivery I would have either canceled with them or known not to call anyone else because I would be receiving delivery. Mr. Carroll agreed that I had done what I had to as a mother responsible for the safety and well being of her child by ordering fuel when I had waited for multiple days without delivery. Mr. Carroll said that my next option would be to submit a small claim.
I sent 3 certified letters to Fossil Fuel, Inc. in Burlington and Lowell on June 29, 2006. Attention to Gerard B. Plante III and Richard J. Taylor. In the mean time, I received a letter from Mr. Carroll stating what he had discussed with Fossil Fuel, Inc.
I think that I have been more than reasonable and fair through out this whole process. Everyone I tell about this occurrence is very shocked that an organization is allowed to treat customers in this manner. This whole experience has been a very unpleasant surprise to me. Not only the amount of money, time and frustration that Fossil Fuel, Inc. has caused me but also the unbelievable lack of curtousey I have been treated with from the very beginning. I would never treat anyone with such disrespect, let alone a customer of over 3 years.
We have gone to court and I wont the settlement but surprise, surprise Fossil Fuel never sent me a check.
I would have to highly warn anyone from using this scummy company. I was a very good customer who never gave them any trouble and this is how I was treated.