WOC Energy

11/28/17We are writing in response to a complaint received by *** ***, ID ***This mailing was just recently received at our office.We do understand *** ***'s frustration regarding the change in her propane pricing, however, we feel there is some misunderstanding*** *** was
on a "capped" price for last years heating season at $2,per gallonOur pricing programs run through each heating season, expiring in May of each yearWe try very hard to communicate this to all customers signed up on these programs since most of the time there has to be verbal agreements made between us and the customerCustomers generally have to contact us regarding pricing to retrieve a discounted price each yearWe don't typically offer discounted programs in mailers, online, or in any other format for propane, Our propane pricing programs are not typically advertised or publicly announced m any wayPropane through our company and other companies is based on annual usage and we try to keep the pricing as competitive as possible, We have several pricing tiers based on usageOnce *** ***‘s discounted price expired, she was placed in the tier based on her usage and our standard pricingI am unsure of the neighbor she is referring to therefore can not verify but my guess would be the neighbor has a different annual usage allowing his/her pricing to be less/gallonOur pricing is competitive with other companies in our area*** *** has been given fair pricing each year she has been with our companyDue to inflation and rising costs for several different reasons, she should not expect to receive the same pricing every year from us or any other company for that matter.*** *** contacted our office shortly after she received her deliveryThe price was adjusted to a lower price per gallon and a credit was processed to her accountThe new amount owed has been communicated to her both verbally via phone and also by a statement mailedWhen she called, she was also offered the option of pre buying a set number of gallons at an even cheaper rate than her previous discountsWe did not ignore her frustrations by any means and did try to satisfy her requests the best we could at the time.Furthermore, *** *** must be unaware that we are no longer owned by the same person who owns the *** *** ***, Those complaints regarding him and his pricing for other products are irrelevant as he sold ' this company almost three years ago and has no control of or relations with this business.The complaint regarding her previous company and fraud along with *** ignoring her complaint are also irrelevant to us. If you need any further information, please contact usWe would be happy to clarify promptly.Sincerely,WOC Energy

11/14/17Dear *** ***,We have received your letter regarding a complaint submitted by *** ***, ID ***Our response is as follows:•We have no record of receiving a calf from *** or *** *** to set up an account on 8/4/as they statedIt is possible they meant 10/4/rather than
8/4/17, however, 10/4/is also incorrectThey stated our CSR changed the name on an account to theirsOur policy would not have allowed the CSR to simply change the name on the previous homeowner's account to either of their namesWe would have retrieved pertinent information from them to build a brand new account for them; closing out the previous homeowners account.•We do have record of speaking to *** on 10/5/Ail necessary information was obtained to build a new account for ***; however, based on her credit check, she could not be set up with an approved account and was required to pay a security deposit up front*** did not like the idea of a deposit and told us she would have her husband, ***, contact us to put the account in his nameThe date of 10/5/was a ThursdayWe had no contact with *** or *** Friday 10/6/We were closed Saturday 10/7/and Sunday 10/8/We spoke to *** again on Monday 10/9/at approximately 3:pm regarding the deposit requirements and some other pricing questions she hadShe again said her husband will be casing to get the account in his name*** called a few minutes later around 3:pmHis credit was ranHe was approvedThe account was established on 10/9/late afternoon and was immediately scheduled for deliveryWOC Energy is a well ran, professional companyWe abide by laws and have a large customer baseWe run our business as efficiently as possibleOur dispatch department makes every effort to deliver to our customers in a timely manner; however, due to our large customer base, we do have our drivers on "routes" as much as possible and require some notice in advance under certain circumstancesOur drivers are in each area 1-times per weekWe did not deliver on Tuesday 10/10/because we did not have a driver running this areaThis is a small tank used only for cooking, it was not a life threatening emergencyWe would have had to send a truck off route at additiona! costs to us and the ***'s for an emergency delivery.On Wednesday 10/11/17, we received a phone call from ***She was very upset because we had not been there to deliver yetShe spoke with DonnieTwo other office personnel witnessed his side of the conversationThose two witnesses could hear *** as she was so vocalShe did not let Donnie get a word inDonnie kept saying "Mam, Mam, let me speak please, Mam"Donnie was not rude to *** at ailHe was trying to calm her down and explain the situation to resolve the problemDonnie did send a driver to deliver that same day, within an hour after speaking to *** was fine with that and expressed her satisfaction to our delivery driverThe tank was filledAll was resolved; or so we thoughtDonnie then received a phone call from *** shortly after the delivery was madeHe was irate and accusing Donnie of telling his wife to "shut up"Donnie explained he never said those words to her but he poiitely asked to be able to speak*** then accused Donnie of calling his wife a liar, which Donnie of course explained again that he had not been rude or spoken to his wife like that of which she is implying*** then asked for Donnie's supervisor and spoke to him, Rich M***Rich witnessed this side of the phone call and heard what Donnie said so he also explained to *** that Donnie had not been rude to ***, he simply wanted to have the chance to speak, explain and resolve the situation*** then accused Rich of also calling his wife a liar and demanded the tank be removed from the property.We do not feel we did anything wrong and we handled this case professionally and made every effort to satisfy the customer.In addition, our records indicate, the previous homeowner notified us on 2/22/that this house had been taken over by the ***'sHe told us they were moving in and that he would advise them to call us to set up an account in their nameThat means they lived in this house for months without calling us to set up the account and schedule a delivery ahead of timeThey called us after they ran out of propane and expected us to be there immediatelyAll of this could have been avoided if they hadn't waited until they ran out of propane to callThank you for bringing this to our attentionPlease do not hesitate to contact us for any further information or questions you may have.Sincerely,WOC Energy