A Touch of Class

Attached is an accounting of [redacted] s account which shows the balance of $is owed After the 2013/heating season the customer had a balance and chose to go on a budget for the 2014/heating season which spreads payments out over the season The budget was to go from August to June at $per month and the remaining balance and service plan were being paid outside the budget plan As you can see the only items billed to the customer were the service plan, cap cost and oil deliveries A budget payment is based on previous use and is an estimate because no one knows what winter will bringThe budget was figured out at follows gallons at $minus the $credit plus the $cap cost divided by to equal payments of $ The customer was budgeted for gallons and used gallons since the budget started in August As you can see by the transaction report the customer made payments of various amounts [redacted] chose a cap plan which allowed her price per gallon of fuel to drop in the event prices dropped, which they did, this helped cover the overage of gallons but there is still a balance of $owed.We certainly have no issue working with [redacted] but as you can see we have not billed the customer for anything other then what they usedWe appreciate [redacted] s past business but mother nature affected us all with this past winter being very cold If there are any other questions or concerns please contact me [redacted] ***

The customer is required to have a credit card on file to remain on automatic delivery it has nothing to do with the product the customer uses As previously stated we can to a credit reference and if the customer meets our criteria they can go on automatic delivery and be billed or go on a budget As far as the price of kerosene goes on the day they received the delivery our retail was $per gallon and the customer was charged $per gallon Our retail price is equal to or below the NYSERDA average for this area Prices are based on the cost of the productThe service plan the customer has for their home is our Platinum Plan which includes over parts any time we come out to repair or replace there is no charge along with an annual tuvalued at $and 15% discount on anything that is not covered The cost for this plan for one year is $plus taxEvery household uses fuel differently and Bottini Fuel values all business If I can be of any further assistance please let me know

Bottini Fuel would like to apologize for any inconvenience our policy may have caused When this account was set up it was set up as COD which requires prepayment on a credit card or payment by cash or check at the time of service We can certainly look into changing the status of the account but would require customer to meet our credit terms, customer must own home and provide social security and date of birth and we will do a credit inquiry to see if terms are met I did review the entire account and we have many times in the past held for a full tank and the charged the card for the gallons the customer received I suspect that was on a credit card not a debit card The delivery was scheduled for and there was an issue with the truck the delivery was on and when the deliveries were transferred this delivery was missed and not put on the new truck The delivery was made on and was discounted $per gallon for the inconvenience We have also added a call before on the account before charging the card I hope this clears up any issues with the account and the customer is always welcome to apply for credit terms with Bottini Fuel

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Bottini Fuel has looked into the complaint. Bottini Fuel does not charge for setting propane tanks when an account is opened but we do have a removal fee of $and full credit is given for the gas in the tank. Due to the length the customer was with us we discounted the removal to
$and a credit for all the gas in the in the amount of $is being credited to their account. If I can be of further assistance please let me know

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]We would have had no problem with paying for the delivery when it was received But when I was talking to the person who answered the phone I was told that we did not have that option because we were burning Kerosene What that has to do with my ability to pay upon delevery I have no idea, fuel oil is fuel oil We have been with this company for years and have never noticed that they were charging our credit cards in the method mentioned before If I had not chose to use my Bank Debit Card, I would still have been in the dark about what was being done At no time were we ever told about them putting a hold on our credit cards Granted my credit score is only and not plus, but that should not have a bearing on my ability to pay upon them providing the required product.While on this subject they said we received a cent discount, when you add this discount into the price I was charged for the Kerosene it bring the price up to $per Gallon Checking with different dealers within the area that I live I have found that this product is going for between $- $ I really can not understand why their price is so high As for the service contract I have with the company which cost $per year, I was told by the local handy man that he will take care of any service I need for $100.00.We have noticed that when we started using a heat pump five years ago and using less fuel oil we were starting to be treated like someone they did not want to know.When I found out that two of the people who live in the park have a bill left on there door, and that they pay it during the month it made me and my wife very upset with this company.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We have in good faith attempted to work with this customer. A detail of the timeline is as follows: On 4/**/2014 We installed a Furnace & CO Detector. CO's specific gravity is 0.9657 (air = 1) so it is slightly more buoyant and mixes easily with room air, especially if the air is heated. ...

This means the guidelines as to the placement of carbon monoxide detectors can vary. The carbon monoxide detector manufacturer’s recommendations were followed with this and every installation. As this installation was handled through social services, the process for this program requires for there to be an inspection and approval of a job before they release payment to us, to assure a job is completed. On 4/**/2014, we emailed and called the customer to notify her that we needed to come back to finish the installation. An appointment was set and then cancelled by the customer on 5/*/2014, then rescheduled for 5/*/2014. We returned on 5/*/2014 and finished the installation. On 5/*/2014, we notified Social Services of the completion of the job and on 6/*/2014 we received payment in for the installation, indicating the agency found the job to be in compliance and completed. On 9/**/2014, the customer called and scheduled a delivery. No mentions of any issues with the furnace were made. Then on 11/**/2014 a service call was dispatched as the customer reported noise on startup of the furnace. Tech was sent to address the issue, found filter was installed and functional, but missing clips to prevent vibration. The missing clips were installed at this time. Customer called on 11/** to complain about the install on cited the initial return trip on 5/*/14, and the more recent vibration call on 11/**.  She was also under the impression the furnace came with a filter rack, a device that would allow her to change the filter herself, rather than the standard manufacturer installation that was initially quoted and requires the replacement by a certified technician. On 12/**/14 the customer left a voice mail and received a call back that day at 3:16pm. On 1/*/2015 the customer ordered a delivery, no mention was made of any problems. Customer Called for Emergency Service Call for Smoke & Soot on 1/*/2015. Tech came and determined the puff back was due to the separate oil fired Water Heater, NOT the furnace that Bottini installed. We cleaned and checked the hot water heater at no charge to the customer, a value of $176.79. From 1/* – 1/* there were a daily phone calls and messages left for our Installation Manager, and return calls and messages left for the customer regarding the service call on 1/*. On 1/*/15 the customer was transferred to a service manager and was scheduled for follow up call with senior tech on 1/** to address outstanding customer concerns. The follow up call was made on 1/**/2015. Follow up call was made by Sr tech. Water heater was re-piped at no charge to the customer, even though we did not do the initial run of the water heater pipes, a value of $195.44.   On 1/**/15 We followed up with the customer to determine if the odor problem still existed. She said that the odor was gone, but wanted custom filter rack. She said she was out of town and would call us when she returns.  On 1/**/15 the customer called and requested a scheduled service call to as any further work needed. Attempted to arrange with the customer and left messages/emailed on 2/*, 2/* and another service call was set with a senior tech to determine what further is needed on 2/*.  In addition, a custom filter rack/return was ordered for the customer, a value of $150, which the installation of has never been completed, after many calls to the customer. In conclusion: The carbon monoxide detector manufacturer’s recommendations were followed for installation.  The filter has been installed and functional since 5/*/14, as confirmed by the inspection prior to payment of install by Social Services on 6/*.  The customer only made one call to us to report smoke/CO2 issues, this occurred on 1/*/2015.  The haze/smoke issue was determined to be the separate hot water heater, not the hot air furnace that was installed. We did repairs and re-piped that to resolve the issue at no charge to the customer. We have offered to install a custom upgrade for the furnace filter, which the customer has not responded to our many calls and emails. We have offered to extend her service contract with us, at no charge. We have resolved all known issues with the installation.

I have reviewed the complaint from [redacted].  The customer called in for no hot water and it was determined to be out of oil due to no fault of Bottini Fuel.  The customer was not on automatic delivery which means the responsibility of filling the tank is the customer's.  The call...

came in after hours which is an overtime rate per hour of $147.75 plus tax and the fuel.  I have attached a copy of the original invoice.  The charge for this service was correct.  Bottini Fuel will agree to lower to a straight hour charge of $98.50 plus tax and will agree to give back the finance charge provided the bill is paid by 7/**/2015.  If there is anything else I can help you with please let me know. [redacted] ###-###-####

As previously stated we have no problem working with [redacted] but as the transaction report shows payments were not made based on the budget and more gallons were used due to the cold winter.  Bottini Fuel gave [redacted] excellent service and saved her money which is why she does not owe the budget payments she missed or for the extra gallons.  I am sorry she feels she was wronged, but the information shows that it is a legitimate balance.  We will of course credit the balance, but I am sure if we owed [redacted] $15.00 she would want it back.

Bottini Fuel has looked into the complaint related to the service call [redacted] had.  When customer called in there was a mention of a gas leak and for safety reasons it is our obligation to check into the situation upon getting there it was determined it was not a leak but an issue with the...

stove.  According to the notes from the service tech [redacted] was going to contact his landlord.  In an effort to be fair Bottini Fuel will be happy to split the bill with [redacted].  If there is anything else I can do let me know.  [redacted] ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I dont owe them anything. When I spoke to [redacted] in the [redacted] office.. he informed me that I did NOT owe that $15.00 and he would remove it. I find it very disturbing that a large company such as Bottini has nothing better to do than go after former customers for a mere pitance. I have paid all that I owe to them and I refuse to pay this as I was told I didnt owe it and 0it would be removed. Disgraceful that a company is so hell bent on a mere $15.00 when again I was told by Mr. Proper that I didnt owe it and he would adjust my account. I have pd them almost $3000.00 for this past season and feel this is just another way for them to gouge people. It is disgraceful! Last season they were tacking on late fees when again I had made arrengements with the [redacted] office and those charges were also removed. Bottini is a very disgraceful company and should be ashamed of themselves for what they are doing.Again I refuse to pay this and I want this removed as [redacted] told me it would be and my account closed.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Attached is an accounting of [redacted]s account which shows the balance of $15.00 is owed.  After the 2013/2014 heating season the customer had a balance and chose to go on a budget for the 2014/2015 heating season which spreads payments out over the season.   The budget was to go...

from August to June at $179.00 per month and the remaining balance and service plan were being paid outside the budget plan.  As you can see the only items billed to the customer were the service plan, cap cost and oil deliveries.  A budget payment is based on previous use and is an estimate because no one knows what winter will bring. The budget was figured out at follows 600 gallons at $3.699 minus the $400.00 credit plus the $150.00 cap cost divided by 11 to equal 11 payments of $179.00.  The customer was budgeted for 600 gallons and used 721.3 gallons since the budget started in August.  As you can see by the transaction report the customer made payments of various amounts.  [redacted] chose a cap plan which allowed her price per gallon of fuel to drop in the event prices dropped, which they did, this helped cover the overage of 121.3 gallons but there is still a balance of $15.00 owed.We certainly have no issue working with [redacted] but as you can see we have not billed the customer for anything other then what they used. We appreciate [redacted]s past business but mother nature affected us all with this past winter being very cold.   If there are any other questions or concerns please contact me. [redacted] [redacted]

The customer is required to have a credit card on file to remain on automatic delivery it has nothing to do with the product the customer uses.  As previously stated we can to a credit reference and if the customer meets our criteria they can go on automatic delivery and be billed or go on a budget.    As far as the price of kerosene goes on the day they received the delivery our retail was $3.249 per gallon and the customer was charged $2.899 per gallon.  Our retail price is equal to or below the NYSERDA average for this area.  Prices are based on the cost of the product. The service plan the customer has for their home is our Platinum Plan which includes over 50 parts any time we come out to repair or replace there is no charge along with an annual tune-up valued at $234.00 and 15% discount on anything that is not covered.  The cost for this plan for one year is $419.95 plus tax. Every household uses fuel differently and Bottini Fuel values all business.  If I can be of any further assistance please let me know.

Bottini Fuel would like to apologize for any inconvenience our policy may have caused.  When this account was set up it was set up as COD which requires prepayment on a credit card or payment by cash or check at the time of service.  We can certainly look into changing the status of the...

account but would require customer to meet our credit terms, customer must own home and provide social security and date of birth and we will do a credit inquiry to see if terms are met.  I did review the entire account and we have many times in the past held for a full tank and the charged the card for the gallons the customer received I suspect that was on a credit card not a debit card.   The delivery was scheduled for 12/**/16 and there was an issue with the truck the delivery was on and when the deliveries were transferred this delivery was missed and not put on the new truck.  The delivery was made on 12/**/16 and was discounted $.25 per gallon for the inconvenience.  We have also added a call before on the account before charging the card.  I hope this clears up any issues with the account and the customer is always welcome to apply for credit terms with Bottini Fuel.