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Dead River Company complaints

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1 Putney Road
Brattleboro, VT 05301-2998 | Get Directions

(802) 254-6095

http://www.flemoil.com

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Total Amount in Dispute:
$275.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Dead River Company closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Dead River Company

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2/20/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $275.00 Amount Settled: $0.00

Customer Complaint

1/7/2022

I received a phone call from dead river yesterday, January 5th, informing me there was a problem with my fuel assistance. I returned the call to Cathy and she informed me that I had a overdue balance of 275.00$ because there must have been some confusion and my tank was filled past what I had available for fuel assistance and that she needs me to pay the difference. I explained I did not have it and was very clear that when my oil was delivered it was to just be the amount of the assistance, which was a little over 500$. My concern is that my oil was delivered almost a month ago and that dead river waited until I was "out of oil", which Cathy was pretty confident I was and proceeded to inform me of other programs to get more assistance or I could pay out of pocket on a plan. I feel more than concerned about the timing of my notification of the overdue balance, I wasn't informed until they thought I was out of oil and feel it was their intention to corner me into paying with the promise of no more oil if the balance wasn't paid. She ultimately changed her tone when I informed her I had over 3/4 of a tank left and quickly ended the conversation. I know I am not the only person who has had this "confusion" from dead river and I believe there are quite a few customers on assistance receiving the same "confusion about filling the oil tank" that received notice when it becomes more of a threat not to receive oil then a courtesy to find a solution before it's too late. Resolution Sought I feel this company takes advantage of assistance given by the state and should be investigated immediately. I also feel they need to resolve my overdue balance without my assistance because I was very clear on what service I needed and how much oil to deliver. Further more waiting until someone is out of oil is not an appropriate time to notify them they owe money.

Company Response

2/8/2022

Company's letter states: This was a simple mistake of putting out a delivery ticket to fill the oil tank instead of a set number of gallons. When it was brought to the attention of the customer service representative, she reached out to consumer to work with her to find funding or make other arrangements since she will be using the oil. We have tried multiple times to reach out to let consumer know that the Windhamd County Heat Fund was willing and able to pay for the balance on her account.

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