In October 2016 *** *** contract was renewing and he elected not continue with a CAP Plan during this time because rates were low, thus continuing on a Variable Rate plan. On January 3, *** *** called our office and was offere* ***
@ gallons. The next day, *** *** elected to terminate his account. During this time, he disputed his December 26, delivery of 1*** *** * ***. We offered a $credit towards that delivery with a CAP contract at 2.699; he refused. Today, we will offer *** *** the December 26, delivery for 19*** *** * ***. If accepted I will apply a delivery credit of $towards that delivery
I will credit the account and reverse the late fee On Thu, Mar 24, at 10:AM, *** *** 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 repair. I 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
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,
*** ***
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, 2017.? He applied a credit of $for the overfill of gallons at the rate of 2.149.? Per your
request, your account has also been terminated.? Your account balance has been $since October 27,
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,
*** ***
In response to the Customer’s complaint, TLC is a 24/full service companyThe Customer was scheduled at the earliest possible time; all morning appointments were completely filled with other emergency calls
Below is our response to the customerI have copied the customer in on the resolution? The customer is correct in her anticipation that the second year Silver Service Plan was included with the installation proposal given the wording used by our salesmenShe should not have to pay the
$359.? I also have an issue as to with the customers understanding of why she was billed the $and what caused the leakI am placing a credit on the account for $and provide the explanations below? $Silver Heating Contract charge: We should have invoiced the customer in October 2015, one year from installation for the $price of the Silver Heating Agreement but we did not.? We failed to set up that renewal date in our installation department so when that month service agreement renewals were run as well as subsequent months, it never got billedHad it been billed, the issue would have come up prior to the need to replace the blower motor repair which was months from the installationIt was not until the break down that apparently the mistake was caught on our part about it not being billedWe then compounded the surprise by presenting an either or choiceMy apology? $Charge and relationship to the plenum leakA plenum is tin work (metal) that connects the top of the furnace to the existing home duct workOn heat mode the combustion gases are passed over tubes in side of the furnace boxThe blower motor circulates air from the rooms back over these hot tubes which causes that air to be heater and then moves up into the homeThere is no water involved? When air conditioning is used, an A coil or evaporator coil is placed at the top of the furnace box and cold air is circulated into these tubesAs the blower motor brings the return air into the furnace box, that air? passes over these cold tubes and provides cold air for the homeThe only water or refrigerant is inside the coil tubesThe coil was found to be rusted and leaking? The plenum modification would not have been needed if we could have found a furnace to match the identical size of the existing furnaceWe just would have removed the existing plenum, removed the A coil for the ac from the top of the furnace box, removed the old furnace, installed the new furnace, reconnect the A coil (air conditioning) and reconnected the plenumBecause the new furnace was not the same size, the process explained was the same but the plenum had to be modified for the new dimensionsThe plenum modification had no impact on the rusting of the A coil which is where the water came from? We could not have seen the condition of the A coil when the replacement of the oil heat furnace was soldWe should have seen the rust on the day of installation and advised the customerIt is normally better to replace both system at the same time as they share common partsThere is also? repetitive labor if you do one now and the other laterIf this was not communicated we can still address replacing the AC and I will make the necessary reductions in price so that the customer would have no additional expense as if both were done together
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 quote.? A? quote was? given for $259? 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 function.? The 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 *** 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
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 *** *** 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: ***
I am rejecting this response because:?
HOP Energy, LLC (*** *** 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,
*** ***
From: Meagan R*** *** Sent: Tuesday, January 02, 2:PM To: *** Cc: *** *** *** *** *** *** *** *** *** Subject: Revdex.com ID #*** ? Good Afternoon,
? Please see our response to Revdex.com ID ***? below: ? This complaint was resolved? with *** *** on 12-07-2017.? ? A? credit in the amount of $was applied to the account on 12-07-The current balance is $
*** *** ***Sent: Wednesday, November 30, 3:PM*** *** ***
*** *** ***Subject: Fw: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #*** ? ***y
*** *** *** ** *** *** ** *** *** ** *** *** *** *** ** *** ** *** ***
*** *** *** *** *** *** ** *** *** * *** * *** *** ** *** *** *** *** *** *** *** *** *** *** ** *** *** ***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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that
this resolution is satisfactory to me and the matter has been resolved.I would like to add that Elgot did send an installer to resolve the issue on January ***, the day after they failed to show upHowever, they did not schedule an appointment on January ***Instead, the installer showed up unannouncedFortunately, my tenant was home and able to accommodate him, but it was unprofessional and not standard good business practice
Sincerely,
*** ***
?
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,
Complaint: ***
I am rejecting this response because: I would rather keep the contract and overpay the $or so on my next delivery then pay the $feeThe contract was a for Cap Price protection, or the current market rateThe current market rate is $1.69, you are charging 20% over the market rateI will just wait until the contract is over and I will not use *** *** again.?
Sincerely,
*** ***
Complaint: ***
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 reps.? say 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,
*** ***
*** ***? 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 Cap.? Mr*** 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 *** website which will show the state average? which was yesterday.I followed ? up with *** *** 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, ? *** will be happy to help him.? Regards,? *** ***Customer Service ManagerAlliance Express
Good afternoon,This dispute has been resolved
In October 2016 *** *** contract was renewing and he elected not continue with a CAP Plan during this time because rates were low, thus continuing on a Variable Rate plan. On January 3, *** *** called our office and was offere* ***
@ gallons. The next day, *** *** elected to terminate his account. During this time, he disputed his December 26, delivery of 1*** *** * ***. We offered a $credit towards that delivery with a CAP contract at 2.699; he refused. Today, we will offer *** *** the December 26, delivery for 19*** *** * ***. If accepted I will apply a delivery credit of $towards that delivery
I will credit the account and reverse the late fee On Thu, Mar 24, at 10:AM, *** *** 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 repair. I 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
No problem, sorry for the confusionWe are writing the charge off
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,
*** ***
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, 2017.? He applied a credit of $for the overfill of gallons at the rate of 2.149.? Per your
request, your account has also been terminated.? Your account balance has been $since October 27,
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,
*** ***
In response to the Customer’s complaint, TLC is a 24/full service companyThe Customer was scheduled at the earliest possible time; all morning appointments were completely filled with other emergency calls
Below is our response to the customerI have copied the customer in on the resolution? The customer is correct in her anticipation that the second year Silver Service Plan was included with the installation proposal given the wording used by our salesmenShe should not have to pay the
$359.? I also have an issue as to with the customers understanding of why she was billed the $and what caused the leakI am placing a credit on the account for $and provide the explanations below? $Silver Heating Contract charge: We should have invoiced the customer in October 2015, one year from installation for the $price of the Silver Heating Agreement but we did not.? We failed to set up that renewal date in our installation department so when that month service agreement renewals were run as well as subsequent months, it never got billedHad it been billed, the issue would have come up prior to the need to replace the blower motor repair which was months from the installationIt was not until the break down that apparently the mistake was caught on our part about it not being billedWe then compounded the surprise by presenting an either or choiceMy apology? $Charge and relationship to the plenum leakA plenum is tin work (metal) that connects the top of the furnace to the existing home duct workOn heat mode the combustion gases are passed over tubes in side of the furnace boxThe blower motor circulates air from the rooms back over these hot tubes which causes that air to be heater and then moves up into the homeThere is no water involved? When air conditioning is used, an A coil or evaporator coil is placed at the top of the furnace box and cold air is circulated into these tubesAs the blower motor brings the return air into the furnace box, that air? passes over these cold tubes and provides cold air for the homeThe only water or refrigerant is inside the coil tubesThe coil was found to be rusted and leaking? The plenum modification would not have been needed if we could have found a furnace to match the identical size of the existing furnaceWe just would have removed the existing plenum, removed the A coil for the ac from the top of the furnace box, removed the old furnace, installed the new furnace, reconnect the A coil (air conditioning) and reconnected the plenumBecause the new furnace was not the same size, the process explained was the same but the plenum had to be modified for the new dimensionsThe plenum modification had no impact on the rusting of the A coil which is where the water came from? We could not have seen the condition of the A coil when the replacement of the oil heat furnace was soldWe should have seen the rust on the day of installation and advised the customerIt is normally better to replace both system at the same time as they share common partsThere is also? repetitive labor if you do one now and the other laterIf this was not communicated we can still address replacing the AC and I will make the necessary reductions in price so that the customer would have no additional expense as if both were done together
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 quote.? A? quote was? given for $259? 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 function.? The 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 *** 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
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 *** *** 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: ***
I am rejecting this response because:?
HOP Energy, LLC (*** *** 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,
*** ***
From: Meagan R*** *** Sent: Tuesday, January 02, 2:PM To: *** Cc: *** *** *** *** *** *** *** *** *** Subject: Revdex.com ID #*** ? Good Afternoon,
? Please see our response to Revdex.com ID ***? below: ? This complaint was resolved? with *** *** on 12-07-2017.? ? A? credit in the amount of $was applied to the account on 12-07-The current balance is $
*** *** ***Sent: Wednesday, November 30, 3:PM*** *** ***
*** *** ***Subject: Fw: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #*** ? ***y
*** *** *** ** *** *** ** *** *** ** *** *** *** *** ** *** ** *** ***
*** *** *** *** *** *** ** *** *** * *** * *** *** ** *** *** *** *** *** *** *** *** *** *** ** *** *** ***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
The account will be terminated per Customer’s request without an Early Termination FeeThe balance of $is dueThe COD *** 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 and the matter has been resolved.I would like to add that Elgot did send an installer to resolve the issue on January ***, the day after they failed to show upHowever, they did not schedule an appointment on January ***Instead, the installer showed up unannouncedFortunately, my tenant was home and able to accommodate him, but it was unprofessional and not standard good business practice
Sincerely,
*** ***
?
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,
Complaint: ***
I am rejecting this response because: I would rather keep the contract and overpay the $or so on my next delivery then pay the $feeThe contract was a for Cap Price protection, or the current market rateThe current market rate is $1.69, you are charging 20% over the market rateI will just wait until the contract is over and I will not use *** *** again.?
Sincerely,
*** ***
Complaint: ***
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 reps.? say 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,
*** ***
*** ***? 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 Cap.? Mr*** 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 *** website which will show the state average? which was yesterday.I followed ? up with *** *** 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, ? *** will be happy to help him.? Regards,? *** ***Customer Service ManagerAlliance Express