Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Please release me from contract with no penalty per your offer and we can both move on Sincerely, [redacted] ***
We have credited the customer account today for the amount requested of Our records indicate that we should have made the delivery based upon our log notes and conversations the way we understood itI see where we had miscommunications
I will credit the account and reverse the late fee On Thu, Mar 24, at 10:AM, [redacted] < [redacted] > wrote: Our response to the customers rejection is below Our position with regard to our Flat Rate billing process remains that is an accepted, legal and ethical business praticeWe also disagree that listing the part type and part manufacture are a standard business praticeWe identified the part as an igniterThe part number and manufacture is on the partThere are different models and manufacturesWe are not in a position with certainty to be able to identify from our records what specific part this is to answer your question Our apologies for two issues in how we communicate with you as both were mistakes on the part of our employeeThey did not follow company policy and because of that confusion was created as well as an unauthorized repairThe $diagnosis and travel fee is Monday to Friday during business hoursThe after hours, weekend and holiday rate is the $that I quoted in the responseIt's possible that the employee made a mistake by quoting you $We have issues a credit to your account of $to correct the mistake.I have issues a credit of $for the repair work as you stated that it was not authorized by your self prior to the repairI see where you signed for the repair at the end of the jobThank you for taking the time to respond so we can make the necessary correctionWe will take the opportunity to remind all employees and not just those whom you came into contact with with
Complaint: [redacted] I am rejecting this response because: Your company had multiple opportunities to explain to me how to remove my account from your automatic deliveryI received the first phone call in Aug./Septand when I told the representative that I no longer wanted your companies services, he did not notify me of the proper procedure to stop deliveryWeeks later I was surprised that I received a 2nd phone call from a different representative asking me to renew my contract againThis was the 2nd time I should have been told what to do to cancel the automatic deliveryBut I was notFinally, after you delivered oil to me on December 28th (which I did not want) I called your company on January 4th to figure out why I was getting oil deliveredThis was the first time I was told that I needed to submit a written statement to cancel automatic deliveryI asked the representative to email me the information I need to cancel the automatic delivery (because I was driving and could not write it down), which she agreed to doI never received that emailI called the company again January 7th, after not receiving the email of instructions and finally took down the informationYour company had multiple opportunities to explain to me how to cancel my automatic deliveriesBecause your representatives did not inform me of the policies of your company, I have to pay for itThat is not acceptable by any standardsIf you do not want to accept a payment of $/ gallon for your delivery (the price I was planning on paying when I needed to have an oil delivery) then I would be happy to set up a time for you to send someone over to pick up the oil that you delivered The bottom line is that you delivered oil to a customer who thought they had canceled their contract with youYour employees had multiple opportunities to do the right thing and for whatever reason, they did notYou can not hide behind laws that are meant to protect homeowners from freezing just to take advantage of customers who are not familiar with the laws and policies regarding oil delivery Please let me know how you would like to proceed Sincerely, [redacted]
Our response to Mr [redacted] 's rejection is below We regret that Mr [redacted] has rejected our response to his complaint but our position and explanation remains the same [redacted] has and will honor the Cap Price AgreementAn executed copy of that agreement is attachedThe fifth sentence down under the Capped Price Program states "If our prevailing retail price for home heating oil drops below the Capped Price during the price period then you will pay our prevailing price for home heating oil If our prevailing price drops below the $2.499, then Mr [redacted] will get a lower priceIf the price goes higher, he pays no more than the $The cancellation language should the customer want to cancel the contract is covered in section on page two
Revdex.com:Thank you so much for your assistance, in the resolution of this situation! I had unsuccessfully tried to resolve this situation with them for this past yearAgain thank you [redacted] I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you so much for your assistance.Thank you [redacted] as well, I appreciate you working with meI would have sent a request in writing if I was informed (as I was and did after I called about this last fill)I will forward payment in full as soon as possible I'm sorry I could not find your email to cc my response, I hope the Revdex.com forwards it to you.Again, thank you everyone for you help, it is greatly appreciated Sincerely, [redacted]
We have agreed to honor the cleaning scheduled for June 29, We have reached out to the customer notifying him of the estimated time of arrival for our Technician
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint I [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Below is the response to the customers complaintI have copied in [redacted] and want him to know that [redacted] we will reach out to him to bring closure We regret any miss understanding that may have occurred hereThe customer's statement said "My contract with this company was over at the end of last yearI made it very clear by e mail and phone that I would never do business with this company again" My review below does not indicate that this was done until after the 3/18/delivery .If I missed any e mail correspondence from [redacted] ***, I apologize and will credit off the $owed on the last deliveryCustomer states that he could have gotten oil at cents a gallon lessI have placed a credit on the account for $The oil was delivered because by our degree days system indicated to us that it was due for a deliveryWe delivered gallons while a day prior he ordered gallonsSeems to be no disagreement that he was due for oil which answers the question of why did we deliveryPerhaps the customer did not understand that the expiration of the price agreement did not terminate the automatic deliveryIf he had told us, than the mistake is on us.Since the company that he pre paid $to delivery the gallons of oil can not deliver the oil as the tank is fullThey should refund his money as he will not need oil until much later next fallIf this is a problem, I would be happy to call that company and if I can not resolve that issue on the customer's behalf, I will provide no interest credit terms that are agreeable with the customerThe customer had a Cap Price Agreement from 1/24/thru 1/31/A requirement of this agreement was that the customer remain on automatic deliveryThe Agreement also stated that upon expiration the customer would remain on automatic delivery until notice of cancellation was given of their desire to stop deliveriesWe do not want to run customers out of oil especially in the winter time and run the risk of a home freezing upon over miscommunication This contract was not over last year as it did not expire until 1/31/The customer does not provide the date of those mails.Our records indicate and I have reviewed a string of e mail that started on 1/21/through several daysThose e mails were about price concerns, thinking of signing a new price agreement and questioning why he could not get a lower priceThere were no words, indication or comment about stopping automatic delivery.I have checked our internal log notes of conversations which were consistent with the e mails.We do not show any other correspondence with the customer until after the delivery on 3/18/
After review of the complaint, we scheduled a technician to go to the location The Technician found that a chimney liner was not installed and a new chimney liner will be installed by November 20, 2015, free of charge
Revdex.com Complaint # [redacted] Account # [redacted] This Customer has received five (5) deliveries since the capped contract was signed in October The October delivery was made at $price per gallon, the November, December and January 11, deliveries were made at $price per gallon and the January 28, delivery was at $price per gallonThe current price per gallon on the account is $ [redacted] is a COD company and the prices are different than a full service company The Customer has been billed a lower amount than the capped price as the contract stated
Below is the response to the customers concerns We responded to the customer's no heat call on January 30, which was a SaturdayThe customer was quoted $for travel and to diagnose the reason why there was no heatPrior to any repair, the customer was told that they would receive a repair quoteA quote was given for $which the customer approved prior to the repair taking place and the customer signed the quote on the work ticket We use a Flat rate billing system which provides pricing for a particular job functionThe customer is upset because he sates that the part sells at retail for $to $and wants a specific accounting by part type, manufacture and the labor chargeHe feels that our failure to provide him that data violates the Federal Truth in lending laws and [redacted] Billing Rights We did not violate any consumer law and in fact made a complete disclosure prior to driving to his home and again, prior to making the repairThe cost of the owning a service van, inventory, office, overhead, insurance, health care, benefits, holidays etc to our employee is expensiveThere is also a significant amount of non productive time in vacation, training etcAll these cost are factored in the Flat rate price book We were happy that we could restore heat to the customer home on a SaturdayOur travel time average minutes so the travel time may have been more or less to his homeIt then takes time to diagnose the issue and time to make the repairWe were in his home for hours We hope our customer understands our position on his request
Mr [redacted] , I am not sure if you are aware of this or not but Kaufman Fuel is a branch of HOP energy and in that we are we have certain rules and regulations that we have to follow that are put in place by our corporate office but there are also requirements that are put in place by the state of Connecticut in the form of lawsI will also say that in this branch I instruct all of our employees to treat our customers the way they would want to be treated, in other words put yourself in their shoesThe problem with this practice is that there is an expectation that there will be an understanding between both parties, if you will, that this is a two way street and unfortunately that is not always the case In response to your problems let me resolve them in the following mannerI can assure you that your account has been terminatedI will see that there will be no further marketing to you as I am sure you would never want to do business with a company that displays a pattern of deception and finally I will have your delivery rebilled at $your COD price for that day and send you a new invoice Len S [redacted]
Complaint: [redacted] I am rejecting this response because: HOP Energy, LLC ( [redacted] market rate or retail rate should be in line with the average retail rate in the state of CT as listed in the State of CT DEEP website http://www.ct.gov/deep/cwp/view.asp?a=4405&Q=481616&deepNav_GID= The huge discrepancy between their automatic delivery service price and their COD pricing does not make any sense at all There should be oversight controls over this type of price gouging Example: HOP Energy, LLC – their prevailing retail rate on 12-23-15- $and their COD rate almost 50% less- $ Sincerely, [redacted]
Delays were caused by a number of factors, including unforeseen job conditions(large holes in walls hidden behind cabinets, leaking plumbing pipes and valves which had to be replaced, etc), client change orders and faulty materials ordered and supplied by client from unreliable vendors.Our work was completed in a workmanlike mannerThe client was charged $by a contractor hired by the client to repair work completed by Elgot as well as work completed by a decorative contractor.The client owes Elgot in excess of $30,
[redacted] first terminated his account with us in the summer of due to price but was not obligated to pay an early termination fee because he was not signed up in any pricing contractHe chose to return as a customer of ours during the winter of 2016; again, profiting from our New Customer PricesNow that the summer months are amongst us, he again chose to terminate his accountThe pricing contract, which he signed, clearly states that should an account be terminated prior to the end of the pricing period, you will be charged an early termination fee [redacted] requested a COD (Cash on Delivery) price of DDLC Energy is not a COD company, we are a full service company Since we would like to put this issue to rest, we agree to waive the early termination fee, totaling $
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Please release me from contract with no penalty per your offer and we can both move on Sincerely, [redacted] ***
We have credited the customer account today for the amount requested of Our records indicate that we should have made the delivery based upon our log notes and conversations the way we understood itI see where we had miscommunications
I will credit the account and reverse the late fee On Thu, Mar 24, at 10:AM, [redacted] < [redacted] > wrote: Our response to the customers rejection is below Our position with regard to our Flat Rate billing process remains that is an accepted, legal and ethical business praticeWe also disagree that listing the part type and part manufacture are a standard business praticeWe identified the part as an igniterThe part number and manufacture is on the partThere are different models and manufacturesWe are not in a position with certainty to be able to identify from our records what specific part this is to answer your question Our apologies for two issues in how we communicate with you as both were mistakes on the part of our employeeThey did not follow company policy and because of that confusion was created as well as an unauthorized repairThe $diagnosis and travel fee is Monday to Friday during business hoursThe after hours, weekend and holiday rate is the $that I quoted in the responseIt's possible that the employee made a mistake by quoting you $We have issues a credit to your account of $to correct the mistake.I have issues a credit of $for the repair work as you stated that it was not authorized by your self prior to the repairI see where you signed for the repair at the end of the jobThank you for taking the time to respond so we can make the necessary correctionWe will take the opportunity to remind all employees and not just those whom you came into contact with with
Complaint: [redacted] I am rejecting this response because: Your company had multiple opportunities to explain to me how to remove my account from your automatic deliveryI received the first phone call in Aug./Septand when I told the representative that I no longer wanted your companies services, he did not notify me of the proper procedure to stop deliveryWeeks later I was surprised that I received a 2nd phone call from a different representative asking me to renew my contract againThis was the 2nd time I should have been told what to do to cancel the automatic deliveryBut I was notFinally, after you delivered oil to me on December 28th (which I did not want) I called your company on January 4th to figure out why I was getting oil deliveredThis was the first time I was told that I needed to submit a written statement to cancel automatic deliveryI asked the representative to email me the information I need to cancel the automatic delivery (because I was driving and could not write it down), which she agreed to doI never received that emailI called the company again January 7th, after not receiving the email of instructions and finally took down the informationYour company had multiple opportunities to explain to me how to cancel my automatic deliveriesBecause your representatives did not inform me of the policies of your company, I have to pay for itThat is not acceptable by any standardsIf you do not want to accept a payment of $/ gallon for your delivery (the price I was planning on paying when I needed to have an oil delivery) then I would be happy to set up a time for you to send someone over to pick up the oil that you delivered The bottom line is that you delivered oil to a customer who thought they had canceled their contract with youYour employees had multiple opportunities to do the right thing and for whatever reason, they did notYou can not hide behind laws that are meant to protect homeowners from freezing just to take advantage of customers who are not familiar with the laws and policies regarding oil delivery Please let me know how you would like to proceed Sincerely, [redacted]
Our response to Mr [redacted] 's rejection is below We regret that Mr [redacted] has rejected our response to his complaint but our position and explanation remains the same [redacted] has and will honor the Cap Price AgreementAn executed copy of that agreement is attachedThe fifth sentence down under the Capped Price Program states "If our prevailing retail price for home heating oil drops below the Capped Price during the price period then you will pay our prevailing price for home heating oil If our prevailing price drops below the $2.499, then Mr [redacted] will get a lower priceIf the price goes higher, he pays no more than the $The cancellation language should the customer want to cancel the contract is covered in section on page two
Revdex.com:Thank you so much for your assistance, in the resolution of this situation! I had unsuccessfully tried to resolve this situation with them for this past yearAgain thank you [redacted] I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
The account will be terminated per Customer’s request without an Early Termination FeeThe balance of $is dueThe COD [redacted] Company ####-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thank you so much for your assistance.Thank you [redacted] as well, I appreciate you working with meI would have sent a request in writing if I was informed (as I was and did after I called about this last fill)I will forward payment in full as soon as possible I'm sorry I could not find your email to cc my response, I hope the Revdex.com forwards it to you.Again, thank you everyone for you help, it is greatly appreciated Sincerely, [redacted]
We have agreed to honor the cleaning scheduled for June 29, We have reached out to the customer notifying him of the estimated time of arrival for our Technician
In response to the Customer’s complaint, we have reviewed the account and determined that a refund of the $Early Termination Fee will be processed
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint I [redacted] and find that this resolution is satisfactory to me Sincerely, [redacted] ***
Below is the response to the customers complaintI have copied in [redacted] and want him to know that [redacted] we will reach out to him to bring closure We regret any miss understanding that may have occurred hereThe customer's statement said "My contract with this company was over at the end of last yearI made it very clear by e mail and phone that I would never do business with this company again" My review below does not indicate that this was done until after the 3/18/delivery .If I missed any e mail correspondence from [redacted] ***, I apologize and will credit off the $owed on the last deliveryCustomer states that he could have gotten oil at cents a gallon lessI have placed a credit on the account for $The oil was delivered because by our degree days system indicated to us that it was due for a deliveryWe delivered gallons while a day prior he ordered gallonsSeems to be no disagreement that he was due for oil which answers the question of why did we deliveryPerhaps the customer did not understand that the expiration of the price agreement did not terminate the automatic deliveryIf he had told us, than the mistake is on us.Since the company that he pre paid $to delivery the gallons of oil can not deliver the oil as the tank is fullThey should refund his money as he will not need oil until much later next fallIf this is a problem, I would be happy to call that company and if I can not resolve that issue on the customer's behalf, I will provide no interest credit terms that are agreeable with the customerThe customer had a Cap Price Agreement from 1/24/thru 1/31/A requirement of this agreement was that the customer remain on automatic deliveryThe Agreement also stated that upon expiration the customer would remain on automatic delivery until notice of cancellation was given of their desire to stop deliveriesWe do not want to run customers out of oil especially in the winter time and run the risk of a home freezing upon over miscommunication This contract was not over last year as it did not expire until 1/31/The customer does not provide the date of those mails.Our records indicate and I have reviewed a string of e mail that started on 1/21/through several daysThose e mails were about price concerns, thinking of signing a new price agreement and questioning why he could not get a lower priceThere were no words, indication or comment about stopping automatic delivery.I have checked our internal log notes of conversations which were consistent with the e mails.We do not show any other correspondence with the customer until after the delivery on 3/18/
After review of the complaint, we scheduled a technician to go to the location The Technician found that a chimney liner was not installed and a new chimney liner will be installed by November 20, 2015, free of charge
Revdex.com Complaint # [redacted] Account # [redacted] This Customer has received five (5) deliveries since the capped contract was signed in October The October delivery was made at $price per gallon, the November, December and January 11, deliveries were made at $price per gallon and the January 28, delivery was at $price per gallonThe current price per gallon on the account is $ [redacted] is a COD company and the prices are different than a full service company The Customer has been billed a lower amount than the capped price as the contract stated
Below is the response to the customers concerns We responded to the customer's no heat call on January 30, which was a SaturdayThe customer was quoted $for travel and to diagnose the reason why there was no heatPrior to any repair, the customer was told that they would receive a repair quoteA quote was given for $which the customer approved prior to the repair taking place and the customer signed the quote on the work ticket We use a Flat rate billing system which provides pricing for a particular job functionThe customer is upset because he sates that the part sells at retail for $to $and wants a specific accounting by part type, manufacture and the labor chargeHe feels that our failure to provide him that data violates the Federal Truth in lending laws and [redacted] Billing Rights We did not violate any consumer law and in fact made a complete disclosure prior to driving to his home and again, prior to making the repairThe cost of the owning a service van, inventory, office, overhead, insurance, health care, benefits, holidays etc to our employee is expensiveThere is also a significant amount of non productive time in vacation, training etcAll these cost are factored in the Flat rate price book We were happy that we could restore heat to the customer home on a SaturdayOur travel time average minutes so the travel time may have been more or less to his homeIt then takes time to diagnose the issue and time to make the repairWe were in his home for hours We hope our customer understands our position on his request
Mr [redacted] , I am not sure if you are aware of this or not but Kaufman Fuel is a branch of HOP energy and in that we are we have certain rules and regulations that we have to follow that are put in place by our corporate office but there are also requirements that are put in place by the state of Connecticut in the form of lawsI will also say that in this branch I instruct all of our employees to treat our customers the way they would want to be treated, in other words put yourself in their shoesThe problem with this practice is that there is an expectation that there will be an understanding between both parties, if you will, that this is a two way street and unfortunately that is not always the case In response to your problems let me resolve them in the following mannerI can assure you that your account has been terminatedI will see that there will be no further marketing to you as I am sure you would never want to do business with a company that displays a pattern of deception and finally I will have your delivery rebilled at $your COD price for that day and send you a new invoice Len S [redacted]
Complaint: [redacted] I am rejecting this response because: HOP Energy, LLC ( [redacted] market rate or retail rate should be in line with the average retail rate in the state of CT as listed in the State of CT DEEP website http://www.ct.gov/deep/cwp/view.asp?a=4405&Q=481616&deepNav_GID= The huge discrepancy between their automatic delivery service price and their COD pricing does not make any sense at all There should be oversight controls over this type of price gouging Example: HOP Energy, LLC – their prevailing retail rate on 12-23-15- $and their COD rate almost 50% less- $ Sincerely, [redacted]
Delays were caused by a number of factors, including unforeseen job conditions(large holes in walls hidden behind cabinets, leaking plumbing pipes and valves which had to be replaced, etc), client change orders and faulty materials ordered and supplied by client from unreliable vendors.Our work was completed in a workmanlike mannerThe client was charged $by a contractor hired by the client to repair work completed by Elgot as well as work completed by a decorative contractor.The client owes Elgot in excess of $30,
[redacted] first terminated his account with us in the summer of due to price but was not obligated to pay an early termination fee because he was not signed up in any pricing contractHe chose to return as a customer of ours during the winter of 2016; again, profiting from our New Customer PricesNow that the summer months are amongst us, he again chose to terminate his accountThe pricing contract, which he signed, clearly states that should an account be terminated prior to the end of the pricing period, you will be charged an early termination fee [redacted] requested a COD (Cash on Delivery) price of DDLC Energy is not a COD company, we are a full service company Since we would like to put this issue to rest, we agree to waive the early termination fee, totaling $