Advanced Energy LTD

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Regards, [redacted]

To whom it may concern, This is *** ***, General Manager of Advanced Energy Ltd in Norwood MAWe are responding to Complaint # *** by *** ***Please read below and see attached items for reference. The ***s live at *** *** ** ** *** Ma
They have been customers since 10/1/Our policies are COD or automatic credit card now but at the time(2015) we did allow day credit card upon filling out a credit app which was sent to the ***s but never filled out and returned.Their first delivery was 10/1/which was paid AUTO Credit card which means it is charged the following day as should every customers have beenThe ***s were not a fan of our policy of Auto Credit Card. Almost every fuel delivery after the initial took a month or more to pay. After complaints to us about charging the card which is company policy, we agreed to try to work with them because we were told back in February of that Mrs. *** works for the town of Norwood and the payroll person had adiscrepancy with the paychecks and they had to catch up on their billsThis conversation was had with the Owner of the company, *** ***We tried to be fair andaccommodatingWe were never requested nor did we ever refund any credit card charges as stated in the complaintThe most recent charge they are disputing was from fuel delivered 3/20/which was called in by the ***s and we called times and emailed invoices to try to collect payment over the course of almost monthsOn 5/11/we did leave a message that we were going to try the credit card on file because we did need to collect paymentWe were not called to discuss this matter. Mr*** decided to place a complaint that is inaccurateWe have been around for more than decades and have been very understanding to most customers situationsWe are a business and do need to collect our monies for product deliveredAttached are a history of notes and a transaction historyAt this time I have closed their account and there will not be any future business performed with the ***sI will not refund the card for the oil that the customer has used and if they dispute the charge with the credit card, I will fight it and will be forced to go ahead with court proceedings as is company policyWe have been very understanding and fair to the ***s and to all of our customers who have struggles but we will need to be paid as wellNot ignoredThank you very much for your time. Sincerely,*** *** Advanced Energy Ltd ***

The customer who lives in a trailer park, called Sunday 1/24/at 6:am stating that she "has partial heat and wants a call after am"She received a phone call from the service technician who explained to her that Emergency service calls during "Off Hours" (nights and weekends) were for
emergency service only, and that minimum charge is plus partsThe customer agreed to having the charge put on her credit card and the service tech on call was dispatch to her trailerThe technician arrived at 9:am he performed the service on her furnace, changed the oil nozzle & restored heatThe customer requested him to check the thermostat & wanted the thermostat to respond within one degreehe explained to her that the older model thermostat in her trailer could not operate like that & suggested installing a new thermostatShe did not want a new thermostatHe recommended having the system serviced soon to do a complete tune up during regular hours business hoursThe last time that she had any service performed on her heating system was 3/11/The service tech left her property with the heating system running at 9:30amlater that same day, Sunday, at 10:am the customer called our answering service stating that she was having the same problemthe service tech returned, arriving at 11:am to find the heating system running on arrivalShe wanted him to check the thermostat againHe explained how the thermostat operates and she told him she had vacuumed out cat hair from the thermostatAgain he suggested installing a new thermostat, and she refused saying she did not want one at this timeAgain, he suggested calling the office during regular business hours to schedule preventative maintenanceThe customer called our office on Friday 2/5/and scheduled a tune up for Thursday 2/18/Included with this letter are copies from our answering service showing when she called & the messages that the consumer leftAlso, included are copies of the service techs written service slips & copies of the last two service calls that were sent to the customer dated 3/11/& 1/24/Seeing the facts, obviously the customer may be confused

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]