EMO Oil - Rude, Arrogant and Rubbish

[Metalfrog]

I have an issue with EMO Oil ( A division of Shell), on which I would like comments please.

 

I had a standing order arrangement with EMO Oil and the agreement was that they would replenish my tanks as they believed that we were using the oil - which suited fine.

 

In December they raised my monthly direct debit from £60 a month to over £200 a month without warning.

 

At this time we contacted them, asking for the reason for the increase and telling them that we did not want to continue on this basis. They said that this was fine and that they would amend their records.

 

On Tuesday this week we received an unwanted delivery of oil from EMO and when we contacted them to tell them we did not want this as we were moving house, they said that we have never contacted them and they told my wife she was lying. Naturally, my wife got upset and angry and, unfortunately, she fired back.

 

I have spoken to the "customer service" team at EMO this morning, and the belligerence and attitude of the person I spoke to was unbelievable. Basically, she called my wife a liar, and said that we had never made a call. When I challenged this, politely I may add, she told me she was not interested in talking to me any more and was going to terminate the call - which she did!!!!

She further added that no-one had called and that it was "tough on us" and we should have written in - which we were not advised to do.

she backtracked with my wife yesterday, and said that we did not call on the 4th December but we did call on the 11th?!!!!! - who is the liar?

 

Has anyone had experience of this kind of practice? What can I do? They are quoting £300 to remove the oil we do not want and other than that it appears we do not have a leg to stand on?

 

Is this how any customer should be treated? Is it because they believe they are all powerful, and can do and charge what they like?

 

HELP!!!!!

[cerberusalert]

Moved to the General Retail Forum

[silverfox1961]

Hi and welcome to CAG

 

Can you get hold of your telephone records? This would show when you rang them

 

I would also complain-in writing.

Emo Oil Ltd

Tryst House

Glenbervie Business Park

Larbert

FK5 4RB

[Conniff]

Yep, telephone records. If you don't normally receive an itemised bill, then you can ask for one, might be charged a couple of quid, but that will be worth it.

[sir_gilmour]

Hi

Welcome to The Consumer Action Group.

 

 

I am just letting you know that as you haven't had any replies to your post yet, it might be better if you post your message again in an appropriate sub-forum. You will get lots of help there.

 

Also take some time to read around the forum and get used to the layout. It is a big forum and takes a lot of getting used to.

 

 

Once you start to find your way, you will soon realise that it is fairly easy to get round and to get the help you need.

 

It can be bit confusing at first.

[leisure20]

Metalfrog,

Until now I have been a casual customer of EMO OIL, ordering central heating fuel as and when required, and paying by lump sum upon receipt of my order. I have just received from EMO an invitation to enter into a binding contract with them, which they call a Planned Delivery Service. This entitles them to deliver oil to me whenever it suits them AND WITHOUT NOTIFICATION, to charge me extra for this service, to charge me extra if they are unable to deliver the amount they want to because my tank is too full, and restricts my right to order from other suppliers. It also includes a clause that says if I fail to notify them in good time that I am moving house, then I am still responsible for paying for any of their UNNOTIFIED oil deliveries. I am encouraged to accept their terms by a veiled threat that in times of difficulty in supplying oil, such as during the last cold winter, I will go straight to the back of the queue if I have not accepted these terms. They still offer no guarantee of delivery, however, saying only that they will do their best.

I have binned their offer, and at the first hint of of difficulty with them I will switch to another supplier. But did you or your wife sign such an agreement with them? Not that this in any way excuses their treatment of you, it's just that your experience may serve as a warning to others NOT to enter into any sort of binding agreement with EMO OIL.

[silverfox1961]

Hi Leisure20 and welcome to CAG

 

Any chance you can retrieve the document and post it on forum as it would be useful to see if the terms are fair or not.

[leisure20]

Hi Silverfox1961.

Sorry, but as per my normal practice with unwanted mail bearing my details, I shredded it - before I thought to check online what others might have thought about it. Having read it, I was overwhelmingly of the impression that any advantages in this agreement lay solely with EMO OIL, the customer incurring only penalties. Would you like me to phone them, tell them the dog ate it and ask for another copy?

[silverfox1961]

No need. I was just being lazy. The T's&C's are online