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Ultramar responds to West Island residents fuming over heating oil woes

WATCH: Ultramar has responded to some West Island residents who told Global News they were left without heating over the weekend. As Global's Felicia Parrillo reports, they are getting their heat back now, but still want answers.

Lorie Marcotte-Roberts had a cold weekend at home and now, she’s searching for answers as to what went wrong.

“Saturday morning, we woke up to a house that was 11, then 10, then 8, then 7 degrees,” said Marcotte-Roberts. “It was freezing. We realized something was up, so I went through the steps of checking everything and the last thing I verified was if we had oil in the tank. I went downstairs — not a drop.”

The Beaconsfield resident says she gets scheduled deliveries from Ultramar, usually every 30 days.

She claims her last delivery was Nov. 28.

“Unbelievable in this day in age that we pay what we do for oil and we have a community that has empty oil tanks,” she said.

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READ MORE: West Island residents say oil company has left them freezing

Marcotte-Roberts did end up getting her oil tank filled, but like others in her community, she still wants to know what took so long.

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On Saturday and Sunday, Global News spoke with several other West Islanders who also said their deliveries from Ultramar were late.

READ MORE: Heating oil woes continue for West Island residents

Some residents were forced to find other ways to keep their homes warm after their oil tanks ran dry.

Now, they too are wondering how this happened.

In a statement to Global News, Ultramar said their heating oil deliveries were affected as a result of a combination of factors, including “the exceptional cold spell experienced in Quebec over the past few days, difficult road conditions, and regulatory limits on drivers’ work hours.”

“We are contacting customers on an individual basis to resolve each situation as quickly as possible. We regret the inconvenience that this exceptional situation has caused some of our customers.”

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