Woman left without gas in freezing temperatures after Gleaner Oils delivery delay
Register for free to read more of the latest local news. It's easy and will only take a moment.
A WOMAN has expressed her disappointment with Gleaner Oils after her mum was left without gas for nine days.
Angela Louch, who lives in Stornoway, was left feeling helpless as her mum, who lives in Burghead and is in her 60s, went without gas in sub-zero temperatures.
Her mum, who wished to remain anonymous, was working from home in the cold from February 9 until February 18, despite, Angela said, ordering gas at the required time on February 1.
Ms Louch said she understands the supply problem – especially due to the bad weather – but was disappointed with Gleaner continuing to claim the gas was arriving and then failing to deliver.
"My mum ordered gas at the 20 per cent level, as is recommended, on the first day in February," Angela explained. "She was told the gas would arrive within a week and by the ninth she had run out.
"She phoned Gleaner to say she didn't have any gas and they said they would mark it and urgent and get someone out as soon as possible.
"We were then told it would be Monday (February 15) before it would arrive, and on Monday we were told Tuesday and then Tuesday came and went without gas. It eventually arrived on Thursday afternoon.
"My mum went and bought six heaters because the house was freezing. I could tell speaking to her on the phone that she was freezing.
"She is waiting for a knee replacement, her arthritis has flared up and now she is full of the cold."
Ms Louch added: "I sent an email of complaint to Gleaner and told them everything yet I've had no contact. I appreciate Gleaner are busy but don't keep saying dates and not turning up.
"It's a lack of communication and now there is no apology.
"My worry is that it could have been someone older. Not everybody can get out to buy heaters and not everybody ask family either."
Gleaner acknowledged that their service did not run smoothly and belatedly apologised to the customer.
A spokesperson for the company said: "We have recently been made aware of a complaint raised by one of our valued customers relating to a delay to the delivery of LPG fuel to a property in Burghead.
"The customer was advised that the estimated delivery date would be February 15 but the delivery was made on February 18.
"A number of issues led to the delay including a necessary change of vehicle, particularly bad weather conditions in the area causing one of our tankers to become stuck in the snow, and the discovery of a technical issue which was fixed by trained technicians.
"Although we have no control over adverse weather, we acknowledge that, on this occasion, our service did not run as smoothly as expected.
"We also recognise that communication with the customer in question could have been better. Gleaner has already apologised for these issues and is in contact with the customer to resolve the complaint.
"Gleaner would like to take this opportunity to remind its customers to check their tanks on a regular basis and order fuel in plenty of time. This will ensure that our dedicated team will be able to provide the fuel needed, before the existing supply runs out."
