The pricing for oil became outrageous over the past year and in February 2022 we decided to switch to a heat pump by that fall. Our last interaction with a Tevis employee was with the delivery driver on April 19 2022. When he arrived we requested a partial fill and informed him that we would no longer need oil deliveries. Despite these efforts, we still received a full oil fill up on Dec. 6 2022 and when we called to dispute it, the Customer Service Manager, Michelle, was very rude and accusatory. It was at this time we were told partial fill-ups weren’t allowed unless approved by the office and that the driver was not allowed to cancel future deliveries. Not only did the driver neglect to inform us of any of this when asked, but failed to follow company procedure (according to Michelle) to call the office for approval for a partial delivery, per our request. Instead our records show we still received a full oil fill. When Michelle was asked why a call was not made to their office by the driver during this interaction, she stated, “since we have no record of it, the claims you are making must be false and the interaction must not have happened.” It was only after we were informed of their procedure for approval, and questioned why a call was not made on our behalf, that she first began to accuse us, the customer of lying, which for the record we have correspondence via text between my wife and I dating back to April 19 at the time of delivery communicating the interaction and directions given to the driver. Aside from the poor customer service and being called a liar by a representative of this company, the lack of helpful information and transparency on the website regarding these two issues is frustrating and seems intentionally deceptive. When Michelle was asked about this lack of available information specifically regarding partial fills and proper oil cancellation protocol, she stated that all information was “verbally given and agreed to” when signing up with Tevis via phone call. No written documentation or signatures can be found. Very upset and dissappointed with how the situation was handled and now we need to look into spending extra mony to have the oil removed from our tank.
