Revdex.com Complaint #***
Acct
#***
In response
to Revdex.com Complaint #***, the last oil delivery of gallons will be
re-billed at $per gallon. The
account will be terminated per the Customer’s request
The customer had requested that the last delivery charge of $be removed, he wanted a refund of wrongful charges in excess of market price and to cover the cost of the removal of the oil when his tank is replacedWe believe that the response we gave was proper and sufficient to address the customer allegation. We have nothing further to state in response to the customers rejection of our response
Per *** ***'s request, a Service Field Supervisor has contacted her regarding this complaint. Our contractor is scheduled to arrive today, 12-22-2017, to as any damages due to the water leak. We will remain in contact with *** *** over the next couple of days to monitor
our contractors attempts at satisfying the customers request to rectify this issue and determine if further clean up and/or repair is required
Complaint: ***
I am rejecting this response because: We
spoke to many people at *** who told us that we could not cancel automatic deliveryThat it would end when our contract endedThe contract is very misleading and needs to be revised to make it clear that when it ends they are still going to drop off oilIt was not clearAnd no one made it clear the repeated times we spokeAdditionally we got a drop claiming it was from a phone order and we did not make a phone orderDue to both of these factors 1-the extremely misleading contract and customer service team and 2-a phone order we didn't makeI am still requesting to have the unauthorized drop of gallons to be removed from our tankI did receive a letter stating that our account was cancelledWhich I appreciateNow if you could please remove the unwanted oilWe can both move on.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
March 21, 2016Response to *** ***
The statement "A quote was given for $which the
customer approved prior to the repair taking place and the customer signed the
quote on the work ticket." is not exactly trueThe technician identified
the failed part, determined he carried a replacement, installed the replacement
then presented the bill. In addition,
by phone I was given a verbal quote of $for travel and diagnostics, for
which I was actually charged $129.
The repair of my heating system is not at issue
*** seems confused with respect to Billing RightsI'm
in compliance with the terms in that I disputed the charge, requesting more
information about the transaction within the time period permitted for a
billing dispute*** *** simply ignored my request until I complained
to the Revdex.com (Revdex.com).
In disputing the $charge I requested more information
from Brinker's on 2/11/It was a very simple request for a detailed
accounting of the service provided, specifically the part type, part
manufacturer, labor charge and sales tax.
This type of information is routinely provided in a wide variety of
business-to-consumer transactions and is fundamental to all forms of commerce
virtually everywhere*** *** has not responded to this request
This apparent lack of transparency in business practice is not only a concern
for me but for any *** *** customerThe "Flat rates" are
not posted on their web-site and to my knowledge not available to customers
before or after a service is rendered
In summary, the answer "We use a Flat rate billing
system" did not provide the information I requested. I understand that they have overhead. They charged $for diagnosing the
problem. What is the itemized
justification for a charge of $for a part that can be purchased by a
consumer for as little as $20?Respectfully,*** ***
Per the Customer’s request, the account will be terminatedThe Customer is responsible for balanceWritten notification is required to discontinue automatic oil delivery
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
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: Since it
was obviously the companies fault that no liner was installed (per the Mason who came last week to install one) I would like to be reimbursed the $emergency service visit from *** *** and the $that I paid to have my chimney cleanedIf the work was done properly in the first place when the furnace was installed I wouldn't have had to have to pay these itemsI would like a check of $sent to me along with an apology from the company for their error
Sincerely,
*** ***
Elgot offered to refund *** *** $6,in monthly payments.Two of the Elgot designers spent time and expenses on the project.Eric spent hours revisiting the job site, designing the vanities and sending proposals to *** ***Information from ***:I had an initial visit with *** at her
apartment and we discussed the options for the projectI explained the retainer agreement and how we would proceedThis meeting lasted approximately hoursAfter this initial meeting; we agreed on moving forward with the retainer agreementIt was for bathroomsI returned to the residence and measured and photographed the bathrooms for referenceThis meeting was approximately two hours.In the interim I did an initial layout and design and sent my drawings to our CAD subcontractor Elliott Rowe of Rowe designThis was approximately two hours of work.Rowe design did an initial layout of the bathrooms; including floor plans and elevations of the wallsYou can check his invoice for the hours we were billed for the CAD drawings.*** and I had a third meeting where we went to Nemo Tile and looked at productsWe specified tile for all three bathrooms and discussed design optionsThis was approximately 2-hours. After this I did additional design work and forwarded the tile design to Rowe drafting for an updated CAD drawingThis was about hours of work as well.I also calculated square footage of the specified tile materials and got pricing and availability information from Nemo tile and this took about an hour.After this I communicated with *** and she said the project was on hold, she wanted to possibly renovate the entire apartment or buy and adjacent apartment and combine themwe communicated several times and I recommended a potential architect for herAfter this I did not hear from her for some timeThen she contacted me again to discuss the projectFor some unknown reason her messages were being sent to my spam folder and this resulted in my missing some of her communicationsI don’t know remember how it was left off after that as she was deciding which direction to go on her project
We have reviewed Mr*** account and see he entered into our Capped agreements twice in (1/8/-program fee $and 4/1/2015- program fee $140.00). The terms of our contract state "if our prevailing retail price for home heating oil drops below the Capped Priced
during the Pricing Period then you will pay our prevailing retail price for home heating oil." Our retail price did not drop below the Capped Price during the timeframe Mr*** was under agreement (outside of the one delivery he mentioned in his complaint). *** Express is a full service home heating oil company and our rates reflect 24/emergency service, worry free automatic delivery and experienced licensed heating and cooling service technicians. With that being said, we are sorry to see Mr*** leave us as a customer and as a good faith gesture have credited his account $(total for program fees). Thank you.Sincerely,Barbara ** ***Customer Service Manager*** Express ***
Complaint: ***
I am rejecting this response because:It has not addressed all the concerns: Has the termination fee of $they had charged
been removed as well?Is the account in collections? What happens to the months remaining in the service plan we paid $upfront for the year until July 2016?Thank you for taking the time to respond to these few remaining details.
Sincerely,
*** ***
Customer signed a contract with a rate of $1.799/gallonAutomatic delivery customers do not receive a call before each delivery as the ticket is generated automaticallyThere is cancellation list available for customers that would like a sooner date for the annual tune-upIf the Customer
chooses to cancellation contract an early termination fee will apply as stated in the contract
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***I feel market has dropped and will not work with me I also buy propane from a company called superior they lowered it 50cents a gallon because of market drop I was told if market drops my oil will I had two heart attacks and not working things are tuff if I pay cancel fee it goes down 40cents it makes no sense
January 5,
Revdex.com Complaint #***
Customer #***
In response
to the Customer’s complaint regarding the capped pricing plan, an early
termination fee will apply. The
customer is receiving the lowest price based on the company’s prevailing price
The
“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
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
Sincerely,
*** *** ***
Complaint: ***
I am rejecting this response because:
On December 14th I received a check (#***) in
the amount of $for a refund of the positive balance on my account at the time of closureThis complaint was lodgedon the 17th seeking resolution regarding the cancellation of my service contract in conjunction with the cancellation of the sales agreement which was previously refunded as mentionedThe business' response is dated January 5th - calendar days prior to today's date and as yet no refund for the service contract has been receivedPlease advise.At this point, I've also lodged a complaint with the consumer protection board as no response has been received regarding how the business will rectify it's contract to make clear to the consumer that the contract is not in fact a cap program where the prevailing market price will be charged as evidenced by my December 10th delivery charged at my capped price of despite prevailing prices as low as $per galloN offered by their sister company for cash delivery and current (as of that date) "capped" price agreements being offered by *** *** for
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint I* *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: We'll have to disagree on the facts of this caseAt the very least I would expect my one year service contract to be pro-rated and refunded for the rest of the contract since I will now have to pay for a new service contract from another companyJust because I have other people working OUTSIDE MY HOUSE doesn't mean you can come into my house when nobody is there and perform work THAT I NEVER APPROVED OF and YOU NEVER GAVE ME AN ESTIMATE FORFurthermore in all my years I HAVE NEVER HAD ANYONE OVERFILL MY TANK but I guess it is a common occurence with your companyFeel free to have someone from you parent company contact me to resolve this
Sincerely,
*** ***
Spoke to ** *** and explained that *** was a new CSR and didn't understand all procedures completely and although her cleaning and tune up would take place after her old service contract had expired she would not be charged to have it done and it would fall under last years coverageShe
understood and was fine with it
Revdex.com Complaint #***
Acct
#***
In response
to Revdex.com Complaint #***, the last oil delivery of gallons will be
re-billed at $per gallon. The
account will be terminated per the Customer’s request
The customer had requested that the last delivery charge of $be removed, he wanted a refund of wrongful charges in excess of market price and to cover the cost of the removal of the oil when his tank is replacedWe believe that the response we gave was proper and sufficient to address the customer allegation. We have nothing further to state in response to the customers rejection of our response
Per *** ***'s request, a Service Field Supervisor has contacted her regarding this complaint. Our contractor is scheduled to arrive today, 12-22-2017, to a
s any damages due to the water leak. We will remain in contact with *** *** over the next couple of days to monitor
our contractors attempts at satisfying the customers request to rectify this issue and determine if further clean up and/or repair is required
Complaint: ***
I am rejecting this response because: We
spoke to many people at *** who told us that we could not cancel automatic deliveryThat it would end when our contract endedThe contract is very misleading and needs to be revised to make it clear that when it ends they are still going to drop off oilIt was not clearAnd no one made it clear the repeated times we spokeAdditionally we got a drop claiming it was from a phone order and we did not make a phone orderDue to both of these factors 1-the extremely misleading contract and customer service team and 2-a phone order we didn't makeI am still requesting to have the unauthorized drop of gallons to be removed from our tankI did receive a letter stating that our account was cancelledWhich I appreciateNow if you could please remove the unwanted oilWe can both move on.
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because:
March 21, 2016Response to *** ***
The statement "A quote was given for $which the
customer approved prior to the repair taking place and the customer signed the
quote on the work ticket." is not exactly trueThe technician identified
the failed part, determined he carried a replacement, installed the replacement
then presented the bill. In addition,
by phone I was given a verbal quote of $for travel and diagnostics, for
which I was actually charged $129.
The repair of my heating system is not at issue
*** seems confused with respect to Billing RightsI'm
in compliance with the terms in that I disputed the charge, requesting more
information about the transaction within the time period permitted for a
billing dispute*** *** simply ignored my request until I complained
to the Revdex.com (Revdex.com).
In disputing the $charge I requested more information
from Brinker's on 2/11/It was a very simple request for a detailed
accounting of the service provided, specifically the part type, part
manufacturer, labor charge and sales tax.
This type of information is routinely provided in a wide variety of
business-to-consumer transactions and is fundamental to all forms of commerce
virtually everywhere*** *** has not responded to this request
This apparent lack of transparency in business practice is not only a concern
for me but for any *** *** customerThe "Flat rates" are
not posted on their web-site and to my knowledge not available to customers
before or after a service is rendered
In summary, the answer "We use a Flat rate billing
system" did not provide the information I requested. I understand that they have overhead. They charged $for diagnosing the
problem. What is the itemized
justification for a charge of $for a part that can be purchased by a
consumer for as little as $20?Respectfully,*** ***
Per the Customer’s request, the account will be terminatedThe Customer is responsible for balanceWritten notification is required to discontinue automatic oil delivery
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
Sincerely,
*** ***
Complaint: ***
I am rejecting this response because: Since it
was obviously the companies fault that no liner was installed (per the Mason who came last week to install one) I would like to be reimbursed the $emergency service visit from *** *** and the $that I paid to have my chimney cleanedIf the work was done properly in the first place when the furnace was installed I wouldn't have had to have to pay these itemsI would like a check of $sent to me along with an apology from the company for their error
Sincerely,
*** ***
Elgot offered to refund *** *** $6,in monthly payments.Two of the Elgot designers spent time and expenses on the project.Eric spent hours revisiting the job site, designing the vanities and sending proposals to *** ***Information from ***:I had an initial visit with *** at her
apartment and we discussed the options for the projectI explained the retainer agreement and how we would proceedThis meeting lasted approximately hoursAfter this initial meeting; we agreed on moving forward with the retainer agreementIt was for bathroomsI returned to the residence and measured and photographed the bathrooms for referenceThis meeting was approximately two hours.In the interim I did an initial layout and design and sent my drawings to our CAD subcontractor Elliott Rowe of Rowe designThis was approximately two hours of work.Rowe design did an initial layout of the bathrooms; including floor plans and elevations of the wallsYou can check his invoice for the hours we were billed for the CAD drawings.*** and I had a third meeting where we went to Nemo Tile and looked at productsWe specified tile for all three bathrooms and discussed design optionsThis was approximately 2-hours. After this I did additional design work and forwarded the tile design to Rowe drafting for an updated CAD drawingThis was about hours of work as well.I also calculated square footage of the specified tile materials and got pricing and availability information from Nemo tile and this took about an hour.After this I communicated with *** and she said the project was on hold, she wanted to possibly renovate the entire apartment or buy and adjacent apartment and combine themwe communicated several times and I recommended a potential architect for herAfter this I did not hear from her for some timeThen she contacted me again to discuss the projectFor some unknown reason her messages were being sent to my spam folder and this resulted in my missing some of her communicationsI don’t know remember how it was left off after that as she was deciding which direction to go on her project
We have reviewed Mr*** account and see he entered into our Capped agreements twice in (1/8/-program fee $and 4/1/2015- program fee $140.00). The terms of our contract state "if our prevailing retail price for home heating oil drops below the Capped Priced
during the Pricing Period then you will pay our prevailing retail price for home heating oil." Our retail price did not drop below the Capped Price during the timeframe Mr*** was under agreement (outside of the one delivery he mentioned in his complaint). *** Express is a full service home heating oil company and our rates reflect 24/emergency service, worry free automatic delivery and experienced licensed heating and cooling service technicians. With that being said, we are sorry to see Mr*** leave us as a customer and as a good faith gesture have credited his account $(total for program fees). Thank you.Sincerely,Barbara ** ***Customer Service Manager*** Express ***
Complaint: ***
I am rejecting this response because:It has not addressed all the concerns: Has the termination fee of $they had charged
been removed as well?Is the account in collections? What happens to the months remaining in the service plan we paid $upfront for the year until July 2016?Thank you for taking the time to respond to these few remaining details.
Sincerely,
*** ***
Customer signed a contract with a rate of $1.799/gallonAutomatic delivery customers do not receive a call before each delivery as the ticket is generated automaticallyThere is cancellation list available for customers that would like a sooner date for the annual tune-upIf the Customer
chooses to cancellation contract an early termination fee will apply as stated in the contract
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***I feel market has dropped and will not work with me I also buy propane from a company called superior they lowered it 50cents a gallon because of market drop I was told if market drops my oil will I had two heart attacks and not working things are tuff if I pay cancel fee it goes down 40cents it makes no sense
January 5,
Revdex.com Complaint #***
Customer #***
In response
to the Customer’s complaint regarding the capped pricing plan, an early
termination fee will apply. The
customer is receiving the lowest price based on the company’s prevailing price
The
“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
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
Sincerely,
*** *** ***
Complaint: ***
I am rejecting this response because:
On December 14th I received a check (#***) in
the amount of $for a refund of the positive balance on my account at the time of closureThis complaint was lodgedon the 17th seeking resolution regarding the cancellation of my service contract in conjunction with the cancellation of the sales agreement which was previously refunded as mentionedThe business' response is dated January 5th - calendar days prior to today's date and as yet no refund for the service contract has been receivedPlease advise.At this point, I've also lodged a complaint with the consumer protection board as no response has been received regarding how the business will rectify it's contract to make clear to the consumer that the contract is not in fact a cap program where the prevailing market price will be charged as evidenced by my December 10th delivery charged at my capped price of despite prevailing prices as low as $per galloN offered by their sister company for cash delivery and current (as of that date) "capped" price agreements being offered by *** *** for
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint I* *** and find that this resolution is satisfactory to me
Sincerely,
*** ***
After reviewing the account, we have removed the outstanding balanceThe Customer has been terminated and the account has a $balance
Complaint: ***
I am rejecting this response because: We'll have to disagree on the facts of this caseAt the very least I would expect my one year service contract to be pro-rated and refunded for the rest of the contract since I will now have to pay for a new service contract from another companyJust because I have other people working OUTSIDE MY HOUSE doesn't mean you can come into my house when nobody is there and perform work THAT I NEVER APPROVED OF and YOU NEVER GAVE ME AN ESTIMATE FORFurthermore in all my years I HAVE NEVER HAD ANYONE OVERFILL MY TANK but I guess it is a common occurence with your companyFeel free to have someone from you parent company contact me to resolve this
Sincerely,
*** ***
Spoke to ** *** and explained that *** was a new CSR and didn't understand all procedures completely and although her cleaning and tune up would take place after her old service contract had expired she would not be charged to have it done and it would fall under last years coverageShe
understood and was fine with it