Revdex.com Complaint # [redacted] Acct # [redacted] In response to Revdex.com Complaint # [redacted] , the last oil delivery of gallons will be re-billed at $per gallon The Customer’s account has been terminated per his request
This account receives Automatic Deliveries According to the account history, the tank has never run out of oil Please know that in order to ensure that [redacted] receives oil deliveries once the estimated inventory approaches half a tank, we have adjusted the forecasting system for this account In regards to his request for a delivery, we did deliver gallons on March 14,
Complaint: [redacted] I am rejecting this response because:I accept that my [redacted] account will transition to a Service Only account; service contract to remain in effect until expiration in August, I take issue with the following: "The customer will not receive additional oil deliveries." I am fine with discontinuing deliveries by [redacted] but I want to revert to using your affiliate, [redacted] as I have done for years prior to entering into this contract with *** I attempted to place an order with [redacted] this morning and it would not complete my order and stated that my account is locked.I was a long-time [redacted] customer that transitioned to ***'s affiliate [redacted] for the past several years before going back to [redacted] in August to give it a second chance The fact that we are terminating our contract due to misunderstandings communicated between the [redacted] salesman Walt and me should not prohibit me from continuing my business relationship with [redacted] I want my [redacted] account to be unlocked so I can place oil deliveries as needed through [redacted] So if my [redacted] account it reset and unlocked, my [redacted] oil deliveries are stopped without the early cancellation penalty and my [redacted] service plan contract remains in effect without reprisal until August 2016, then I would be happy to close this dispute.Sincerely, [redacted] 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 Sincerely, [redacted] ***
From: Meagan R [redacted] Sent: Tuesday, January 02, 2:PM To: [redacted] Cc: [redacted] Subject: Revdex.com ID # [redacted] Good Afternoon, Please see our response to Revdex.com ID [redacted] below: This complaint was resolved with [redacted] on 12-07- A credit in the amount of $was applied to the account on 12-07-The current balance is $
January 5, Revdex.com Complaint # [redacted] Customer #[redacted] In response to the Customer’s complaint regarding the capped pricing plan, an early termination fee will apply if the contract is cancelled The customer is receiving the lowest price based on the company’s prevailing priceThe “ market" is the average of full service, COD and new customer first fill pricingThe customer will not receive the COD pricing as this is a full service company
Complaint: [redacted] I am rejecting this response because:1) I was rushed into signing by their salesman, I received the contract electronically and was told if it was not electronically signed and sent back that it would be voidedI had less than an hour to respond and was assured verbally by the salesman.2)The salesman guaranteed me in our conversation that I would received notifications prior to oil delivery and I could accept or decline delivery(this was a stipulation that I ask him for and was promised to me)3) I was told I was going to be on a variable "fair market rate" plan in which I would be paying the a fair market (not to exceed $1.749) and in actually it is a set price plan at $1.7994) There was no mention a "cancellation list" for my furnace service, I was told the earliest I could receive a cleaning would in the fall of The salesman clearly told me before signing a contract that it would be within a "week or two at most" not months.Automatic TLC clearly deceived me and told me everything they could to get me to sign a contractAt no point in time did Automatic try to resolve any issue I had with themAt no point did any of their repssay that their salesman was in the wrong or even try to look into the sales persons role in my displeasureInstead they were all to quick to assess their STEEP penalty for early termination of contract and cancel my accountI was with Automatic TLC for just over four weeks.Automatic TLC did not live up to Anything they assured me of accept for a cent discount (per gallon) on the 1st delivery of oil Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:Not only did not give permission for this delivery, this company continues to over charge for service I recently purchased oil at $1:per gallonI will not pay $2/per gal for that delivery, especially when I asked them not to deliver anymore oil to my address.For the unauthorized delivery on 12/14/I will be kind enough to offer $1:00/per gal as this is the company's 2nd unauthorized delivery Sincerely, [redacted]
A delivery was made on September 05, for gallons at 2.149; we understand that only gallons were requested and our Delivery Manager acknowledged this error on October 27, He applied a credit of $for the overfill of gallons at the rate of Per your request, your account has also been terminated Your account balance has been $since October 27,
[redacted] 11252013 I am rejecting this response because I attached a copy of phone call where I was told they would have manager call to have oil pumped out! And by responders own admission he seen the string of emails himself and reviewed them. In which when I was told they could continue to deliver oil for contract price I said " why would I do that and I will contact you ( [redacted] ) if I want to sign a new contract " this clearly means I didn't want any more deliveries hence the " why would I do that!" So they obviously didn't review the matter very closely! Again certified by the first response only being hours from my intial complaint they really took time to look into it! They even goe back on their own word when responder states if they missed any email correspondence they would credit it all back yet they missed the whole conversation and point of it in the very string they claim they reviewed yet will not share! AGAIN THIS COMPANY ONLY CARES ABOUT FORCING THEIR OVERPRICED OIL ON PEOPLE WHO ARE NOT EVEN CUSTOMERS ANYMORE! Notice no responses to the overpriced issues they conveniently didn't reply to that! Anyway I have phone call recorded telling them to pick it up and this chain of complaint again letting them know to cone get their junk oil and they refused. I gave them amble chances and notifications that they would not be paid to come get it therefore I am not responsible by Delaware law for their discarded merchandise. They should have came and got it cause it's getting dumped now and they can try to sew me for it! Sincerely, [redacted] ***
My research shows the following: *1st delivery not billed at first fill price because this pricing was not set up correctly & delivery credit issued in response to customer calling to complain*Customer under the assumption she is on a 3-month delivery scheduleWe do not have specific schedules as such *Customer states she agreed to billing of weeks not weeksWe do not have customized billing; all bills are due within days of service as indicated on the billing terms of every invoice and statement on the back*Called for equipment quote, not happy it took a week to be contacted by Equip sales rep, asked for an itemized quote was told it would be provided if she signed the install contractUsually quotes are given within a few days if not quoted at the house at the time of the appointmentWe never breakdown our itemized costs to customers We give them a fair price to furnish and install whatever it is we are installing We also may have referenced a $discount if they were to purchase a new unit In reference to getting the labor covered because they had a contract, we don't offer any free labor on any installation sale *Customer called to cancel account & was informed of the $ETF & that it would be waived and she would not receive any more deliveriesCustomer hung up on the rep*Acct released from delivery stop and delivery made*Service contract was removed and credited from account when terminated *Customer called made payment and cancelled acct
Complaint: [redacted] I am rejecting this response because: it does not provide an acceptable response and provides no restitution.The statement about the comparison pricing being COD is entirely false I have sent an inquiry to MsCarol S [redacted] on Jan10thregarding this issue to which I received no response.It clearly showed credit card and cash price comparisons from other local companies In that instance, none of the prices (including credit card prices) exceeded $1.85/gallon, where I was charged the full cap price of $ This example is attached and more examples were provided previously to MsS [redacted] .Quick check today proves that the prices remain at that same level For the record, we do not have a service contract for our furnace, only the delivery contract Nowhere does the contract specifies that the market price is not determined by the cost of oil for the area I guess I, the customer, can only blame myself for assuming what the "market" price means Future customers: beware of this unethical practice "Market" in no way means price in your market and in no way reflects the actual cost of oil in your market Secondly, the response provided in no way addresses why the automatic delivery occurred with half tank full DDM Energy monitors our usage to the gallon and was well aware that 1/a tank remains NONE of prior deliveries occurred this early ALL prior deliveries took place when the tank had about 1/left As such, we felt no need to inform the vendor our our switching plans Had the same pattern been followed, the delivery would not have occurred till the fall, due to the warm weather coming Since our contract would have expired in Sept no delivery was likely to occur in any case The fact that a delivery took place in April, with half tank full, completely breaking the prior pattern clearly points to a grab for cash prior to season end This blatant attempt to pad the bottom line is another example of lack of ethics exhibited by this company.Lastly, we have asked for verification of the HVAC system prior to purchase of the home Our decision to purchase this particular home was based on letters from different vendors showing that any issues are resolved or not existent We have received such letters for various systems in the house We had to call vendors back with potential problem resolution have responded quickly, free of charge, and resolved the issues to our full satisfaction DDM Energy is the ONLY company that refused to stand behind their own letter Another example of lack of ethics.We once again request that the fee for the last delivery is waived Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: There was no contract therefore no termination fee! This is the company's second mistakeThe first delivery without permission they apologized and we settled for $2/per galI am being generous to offer payment, since I did not authorized this deliveryI will pay only $1/per gal!If I did not contact Revdex.com they would still be delivering without my permission, despite multiple calls to them requesting to stop delivery Sincerely, [redacted]
[redacted] Sent: Wednesday, November 30, 3:PM [redacted] Subject: Fw: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint # [redacted] ***y [redacted] [redacted] HOP Response.We regret the long delay in responding to the no heat service call on October 27, We had made six deliveries of fuel prior to the date in question and all deliveries were completed within our gallonage forecast to keep the home with sufficient fuel in the oil tankUpon investigation we now understand the cause source of the run out which caused the no heat situation was that when the new account had been set up it was not set up for how water use and therefore our delivery system did not have this as a scheduled deliver until a month laterThe service tech who responded to the no heat call had a mechanical issue with his equipment hose that prevented him from being able to make a safe delivery hence a second service call was createdWe are not sure in looking back as to why we had the time delay but October is the start up season when a lot of heaters that were not being used for hot water or heat come on for the first time There is nothing in our internal log notes that sheds any light on the delay or speaks to a medical situation.Regardless of the above we should have been in better communication with our customer
[redacted] *** was on Cap pricing for as he stated in his complaint Other than the delivery he received in Feb for 1.999, the prevailing retail rate never went below his CapMr [redacted] was on a delivery hold until the end of September and we then delivered at the end of September (9/28/16)Our Loyalty Supervisor did speak with him yesterday and outlined that the low prices he has been seeing have been from COD companies She explained that we are a full service company and suggested he visit [redacted] website which will show the state average which was yesterday.I followed up with [redacted] today and left a voice message to let him we have adjusted the as he requested and suggested if he is interested in COD pricing, our sister company, [redacted] will be happy to help himRegards, [redacted] Customer Service ManagerAlliance Express
Below is our response Mr [redacted] was a customer of our COD oil only companyHe converted his account to our Full service company in June of this yearHe took advantage of a promotion where in he received a special discounted price on his first fill and then a Capped Price of $for the balance of the yearThat was also a special cap as it was lower than our prevailing cap priceHe entered into a one year price agreement If our posted price for new accounts goes below $2.499, Mr [redacted] will received that lower priceWe see where he spoke to three of our customer service representativesOne was to correct the pricing on his first delivery which was done and the second was to request to go back to being a COD accountsMr [redacted] was not happy with the $and wanted a lower price which we offer in our COD company The Cap Price agreement executed by Mr [redacted] was explained by our sales person as well as three of our customer service peopleBased upon that agreement, we secured the oil, incurred the cost of setting up the new accounts plus the promotional discountsIf he chooses to go back to our COD company he canThere is a termination fee to cancel his contractWe respectively decline Mr [redacted] 's requestThe agreement does not let allow him to determine the fair market value
After your first year with us, we offered you our Capped Pricing Plan on January 28, 2016, which you declined If our prevailing retail price exceeded your capped price, you wouldn’t have to pay more If our prevailing retail posted price drops below your capped price, you would pay the lower price You are currently on our Variable Price Plan and our Variable Price Plan is based on our prevailing retail price, so your price fluctuates as the cost of oil changes Your price is based on the cost of the oil we buy On January 12, when you called our office to discuss the December 21, delivery, you declined to discuss your future pricing options with our Customer Service representative.In good faith, we agree to rebill the December 21, delivery of gallons at the cost of what our capped price was that day; The late fee of $will also be waived A total of $has been credited to the account and the balance is now $ Per your request, your account has also been terminated
From: [redacted] ] [redacted] Since filing my report with Revdex.com I've spoken to a representative at HOP EnergyThey stated that they are writing off the billI have not received written proof of this being waivedIs there a way to place this complaint on hold pending they email me proof stating bill has been waived? Thank you, [redacted]
January 5, Revdex.com Complaint # [redacted] Customer # [redacted] In response to the Customer’s complaint regarding the capped pricing plan and cancellation of her account without a fee, her account has been closed with no outstanding balance
[redacted] let me explain your oil delivery to you as I believe, [redacted] has already answered the other questions you had by email yesterday as you never gave us a chance to look into this as we tried contacting you for other reasons to no avail over the previous month or soI am not sure how you would expect to use no oil at your home for heat and hot water as we had a very cold spring and after the April 20th delivery there were another degree daysIf we take your adjusted K-Factor for the spring and divide that into the degree days we calculate that you would of used gallons for heat, (/ 4) by the end of MayThe difference of galloons was for hot water for the summerI find it even more curious in that you were a customer of ours the previous year and you had a delivery in April ofand when you resigned with us in November you took gallons so although that delivery was made about a month later you took a lot more than this deliveryI don't know how you think you could have hot water for six months and not use any oil? I am not sure if the gauge on your tank stuck in August or if there was a problem with your vent alarm but I can guarantee you from your history as well as from the numbers used to calculate your usage you received that oilAlso just for the record we have a delivery manager, [redacted] z as well as a Customer Service manager, [redacted] who would of been more than happy to look into any of your concerns by simply placing a phone call as I see nothing in our logs nor did anyone speak to you about this prior to your complaints sent to us via email as well as here at the Revdex.comAlthough I am 100% sure of your delivery there could of been a mistake made and we would of made it right by you with a phone call as we are here to take care of our customers and not to try to put something over on themIf you have any further questions please feel free to call me directly at 203-368-Sincerely [redacted] General Manager Hop Energy / Kaufman Fuel
Revdex.com Complaint # [redacted] Acct # [redacted] In response to Revdex.com Complaint # [redacted] , the last oil delivery of gallons will be re-billed at $per gallon The Customer’s account has been terminated per his request
This account receives Automatic Deliveries According to the account history, the tank has never run out of oil Please know that in order to ensure that [redacted] receives oil deliveries once the estimated inventory approaches half a tank, we have adjusted the forecasting system for this account In regards to his request for a delivery, we did deliver gallons on March 14,
Complaint: [redacted] I am rejecting this response because:I accept that my [redacted] account will transition to a Service Only account; service contract to remain in effect until expiration in August, I take issue with the following: "The customer will not receive additional oil deliveries." I am fine with discontinuing deliveries by [redacted] but I want to revert to using your affiliate, [redacted] as I have done for years prior to entering into this contract with *** I attempted to place an order with [redacted] this morning and it would not complete my order and stated that my account is locked.I was a long-time [redacted] customer that transitioned to ***'s affiliate [redacted] for the past several years before going back to [redacted] in August to give it a second chance The fact that we are terminating our contract due to misunderstandings communicated between the [redacted] salesman Walt and me should not prohibit me from continuing my business relationship with [redacted] I want my [redacted] account to be unlocked so I can place oil deliveries as needed through [redacted] So if my [redacted] account it reset and unlocked, my [redacted] oil deliveries are stopped without the early cancellation penalty and my [redacted] service plan contract remains in effect without reprisal until August 2016, then I would be happy to close this dispute.Sincerely, [redacted] 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 Sincerely, [redacted] ***
From: Meagan R [redacted] Sent: Tuesday, January 02, 2:PM To: [redacted] Cc: [redacted] Subject: Revdex.com ID # [redacted] Good Afternoon, Please see our response to Revdex.com ID [redacted] below: This complaint was resolved with [redacted] on 12-07- A credit in the amount of $was applied to the account on 12-07-The current balance is $
January 5, Revdex.com Complaint # [redacted] Customer #[redacted] In response to the Customer’s complaint regarding the capped pricing plan, an early termination fee will apply if the contract is cancelled The customer is receiving the lowest price based on the company’s prevailing priceThe “ market" is the average of full service, COD and new customer first fill pricingThe customer will not receive the COD pricing as this is a full service company
Complaint: [redacted] I am rejecting this response because:1) I was rushed into signing by their salesman, I received the contract electronically and was told if it was not electronically signed and sent back that it would be voidedI had less than an hour to respond and was assured verbally by the salesman.2)The salesman guaranteed me in our conversation that I would received notifications prior to oil delivery and I could accept or decline delivery(this was a stipulation that I ask him for and was promised to me)3) I was told I was going to be on a variable "fair market rate" plan in which I would be paying the a fair market (not to exceed $1.749) and in actually it is a set price plan at $1.7994) There was no mention a "cancellation list" for my furnace service, I was told the earliest I could receive a cleaning would in the fall of The salesman clearly told me before signing a contract that it would be within a "week or two at most" not months.Automatic TLC clearly deceived me and told me everything they could to get me to sign a contractAt no point in time did Automatic try to resolve any issue I had with themAt no point did any of their repssay that their salesman was in the wrong or even try to look into the sales persons role in my displeasureInstead they were all to quick to assess their STEEP penalty for early termination of contract and cancel my accountI was with Automatic TLC for just over four weeks.Automatic TLC did not live up to Anything they assured me of accept for a cent discount (per gallon) on the 1st delivery of oil Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because:Not only did not give permission for this delivery, this company continues to over charge for service I recently purchased oil at $1:per gallonI will not pay $2/per gal for that delivery, especially when I asked them not to deliver anymore oil to my address.For the unauthorized delivery on 12/14/I will be kind enough to offer $1:00/per gal as this is the company's 2nd unauthorized delivery Sincerely, [redacted]
A delivery was made on September 05, for gallons at 2.149; we understand that only gallons were requested and our Delivery Manager acknowledged this error on October 27, He applied a credit of $for the overfill of gallons at the rate of Per your request, your account has also been terminated Your account balance has been $since October 27,
[redacted] 11252013 I am rejecting this response because I attached a copy of phone call where I was told they would have manager call to have oil pumped out! And by responders own admission he seen the string of emails himself and reviewed them. In which when I was told they could continue to deliver oil for contract price I said " why would I do that and I will contact you ( [redacted] ) if I want to sign a new contract " this clearly means I didn't want any more deliveries hence the " why would I do that!" So they obviously didn't review the matter very closely! Again certified by the first response only being hours from my intial complaint they really took time to look into it! They even goe back on their own word when responder states if they missed any email correspondence they would credit it all back yet they missed the whole conversation and point of it in the very string they claim they reviewed yet will not share! AGAIN THIS COMPANY ONLY CARES ABOUT FORCING THEIR OVERPRICED OIL ON PEOPLE WHO ARE NOT EVEN CUSTOMERS ANYMORE! Notice no responses to the overpriced issues they conveniently didn't reply to that! Anyway I have phone call recorded telling them to pick it up and this chain of complaint again letting them know to cone get their junk oil and they refused. I gave them amble chances and notifications that they would not be paid to come get it therefore I am not responsible by Delaware law for their discarded merchandise. They should have came and got it cause it's getting dumped now and they can try to sew me for it! Sincerely, [redacted] ***
My research shows the following: *1st delivery not billed at first fill price because this pricing was not set up correctly & delivery credit issued in response to customer calling to complain*Customer under the assumption she is on a 3-month delivery scheduleWe do not have specific schedules as such *Customer states she agreed to billing of weeks not weeksWe do not have customized billing; all bills are due within days of service as indicated on the billing terms of every invoice and statement on the back*Called for equipment quote, not happy it took a week to be contacted by Equip sales rep, asked for an itemized quote was told it would be provided if she signed the install contractUsually quotes are given within a few days if not quoted at the house at the time of the appointmentWe never breakdown our itemized costs to customers We give them a fair price to furnish and install whatever it is we are installing We also may have referenced a $discount if they were to purchase a new unit In reference to getting the labor covered because they had a contract, we don't offer any free labor on any installation sale *Customer called to cancel account & was informed of the $ETF & that it would be waived and she would not receive any more deliveriesCustomer hung up on the rep*Acct released from delivery stop and delivery made*Service contract was removed and credited from account when terminated *Customer called made payment and cancelled acct
Complaint: [redacted] I am rejecting this response because: it does not provide an acceptable response and provides no restitution.The statement about the comparison pricing being COD is entirely false I have sent an inquiry to MsCarol S [redacted] on Jan10thregarding this issue to which I received no response.It clearly showed credit card and cash price comparisons from other local companies In that instance, none of the prices (including credit card prices) exceeded $1.85/gallon, where I was charged the full cap price of $ This example is attached and more examples were provided previously to MsS [redacted] .Quick check today proves that the prices remain at that same level For the record, we do not have a service contract for our furnace, only the delivery contract Nowhere does the contract specifies that the market price is not determined by the cost of oil for the area I guess I, the customer, can only blame myself for assuming what the "market" price means Future customers: beware of this unethical practice "Market" in no way means price in your market and in no way reflects the actual cost of oil in your market Secondly, the response provided in no way addresses why the automatic delivery occurred with half tank full DDM Energy monitors our usage to the gallon and was well aware that 1/a tank remains NONE of prior deliveries occurred this early ALL prior deliveries took place when the tank had about 1/left As such, we felt no need to inform the vendor our our switching plans Had the same pattern been followed, the delivery would not have occurred till the fall, due to the warm weather coming Since our contract would have expired in Sept no delivery was likely to occur in any case The fact that a delivery took place in April, with half tank full, completely breaking the prior pattern clearly points to a grab for cash prior to season end This blatant attempt to pad the bottom line is another example of lack of ethics exhibited by this company.Lastly, we have asked for verification of the HVAC system prior to purchase of the home Our decision to purchase this particular home was based on letters from different vendors showing that any issues are resolved or not existent We have received such letters for various systems in the house We had to call vendors back with potential problem resolution have responded quickly, free of charge, and resolved the issues to our full satisfaction DDM Energy is the ONLY company that refused to stand behind their own letter Another example of lack of ethics.We once again request that the fee for the last delivery is waived Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: There was no contract therefore no termination fee! This is the company's second mistakeThe first delivery without permission they apologized and we settled for $2/per galI am being generous to offer payment, since I did not authorized this deliveryI will pay only $1/per gal!If I did not contact Revdex.com they would still be delivering without my permission, despite multiple calls to them requesting to stop delivery Sincerely, [redacted]
[redacted] Sent: Wednesday, November 30, 3:PM [redacted] Subject: Fw: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint # [redacted] ***y [redacted] [redacted] HOP Response.We regret the long delay in responding to the no heat service call on October 27, We had made six deliveries of fuel prior to the date in question and all deliveries were completed within our gallonage forecast to keep the home with sufficient fuel in the oil tankUpon investigation we now understand the cause source of the run out which caused the no heat situation was that when the new account had been set up it was not set up for how water use and therefore our delivery system did not have this as a scheduled deliver until a month laterThe service tech who responded to the no heat call had a mechanical issue with his equipment hose that prevented him from being able to make a safe delivery hence a second service call was createdWe are not sure in looking back as to why we had the time delay but October is the start up season when a lot of heaters that were not being used for hot water or heat come on for the first time There is nothing in our internal log notes that sheds any light on the delay or speaks to a medical situation.Regardless of the above we should have been in better communication with our customer
[redacted] *** was on Cap pricing for as he stated in his complaint Other than the delivery he received in Feb for 1.999, the prevailing retail rate never went below his CapMr [redacted] was on a delivery hold until the end of September and we then delivered at the end of September (9/28/16)Our Loyalty Supervisor did speak with him yesterday and outlined that the low prices he has been seeing have been from COD companies She explained that we are a full service company and suggested he visit [redacted] website which will show the state average which was yesterday.I followed up with [redacted] today and left a voice message to let him we have adjusted the as he requested and suggested if he is interested in COD pricing, our sister company, [redacted] will be happy to help himRegards, [redacted] Customer Service ManagerAlliance Express
Below is our response Mr [redacted] was a customer of our COD oil only companyHe converted his account to our Full service company in June of this yearHe took advantage of a promotion where in he received a special discounted price on his first fill and then a Capped Price of $for the balance of the yearThat was also a special cap as it was lower than our prevailing cap priceHe entered into a one year price agreement If our posted price for new accounts goes below $2.499, Mr [redacted] will received that lower priceWe see where he spoke to three of our customer service representativesOne was to correct the pricing on his first delivery which was done and the second was to request to go back to being a COD accountsMr [redacted] was not happy with the $and wanted a lower price which we offer in our COD company The Cap Price agreement executed by Mr [redacted] was explained by our sales person as well as three of our customer service peopleBased upon that agreement, we secured the oil, incurred the cost of setting up the new accounts plus the promotional discountsIf he chooses to go back to our COD company he canThere is a termination fee to cancel his contractWe respectively decline Mr [redacted] 's requestThe agreement does not let allow him to determine the fair market value
After your first year with us, we offered you our Capped Pricing Plan on January 28, 2016, which you declined If our prevailing retail price exceeded your capped price, you wouldn’t have to pay more If our prevailing retail posted price drops below your capped price, you would pay the lower price You are currently on our Variable Price Plan and our Variable Price Plan is based on our prevailing retail price, so your price fluctuates as the cost of oil changes Your price is based on the cost of the oil we buy On January 12, when you called our office to discuss the December 21, delivery, you declined to discuss your future pricing options with our Customer Service representative.In good faith, we agree to rebill the December 21, delivery of gallons at the cost of what our capped price was that day; The late fee of $will also be waived A total of $has been credited to the account and the balance is now $ Per your request, your account has also been terminated
From: [redacted] ] [redacted] Since filing my report with Revdex.com I've spoken to a representative at HOP EnergyThey stated that they are writing off the billI have not received written proof of this being waivedIs there a way to place this complaint on hold pending they email me proof stating bill has been waived? Thank you, [redacted]
January 5, Revdex.com Complaint # [redacted] Customer # [redacted] In response to the Customer’s complaint regarding the capped pricing plan and cancellation of her account without a fee, her account has been closed with no outstanding balance
[redacted] let me explain your oil delivery to you as I believe, [redacted] has already answered the other questions you had by email yesterday as you never gave us a chance to look into this as we tried contacting you for other reasons to no avail over the previous month or soI am not sure how you would expect to use no oil at your home for heat and hot water as we had a very cold spring and after the April 20th delivery there were another degree daysIf we take your adjusted K-Factor for the spring and divide that into the degree days we calculate that you would of used gallons for heat, (/ 4) by the end of MayThe difference of galloons was for hot water for the summerI find it even more curious in that you were a customer of ours the previous year and you had a delivery in April ofand when you resigned with us in November you took gallons so although that delivery was made about a month later you took a lot more than this deliveryI don't know how you think you could have hot water for six months and not use any oil? I am not sure if the gauge on your tank stuck in August or if there was a problem with your vent alarm but I can guarantee you from your history as well as from the numbers used to calculate your usage you received that oilAlso just for the record we have a delivery manager, [redacted] z as well as a Customer Service manager, [redacted] who would of been more than happy to look into any of your concerns by simply placing a phone call as I see nothing in our logs nor did anyone speak to you about this prior to your complaints sent to us via email as well as here at the Revdex.comAlthough I am 100% sure of your delivery there could of been a mistake made and we would of made it right by you with a phone call as we are here to take care of our customers and not to try to put something over on themIf you have any further questions please feel free to call me directly at 203-368-Sincerely [redacted] General Manager Hop Energy / Kaufman Fuel