Arbor Energy

Poor serviceThe past year and a half I have to call for propane fill ups; have gone down to 10% without auto fillI'm an auto fill customer

Dear Ms***,
This is in response to the complaint we received from Mr*** ***, ID # ***
Mr*** has been an automatic oil delivery customer since Between and 2014, Mr*** had elected to prepay for his yearly oil twice, once in the 2006-heating season
and again in the 2008-heating seasonBefore and after Mr***’ prepay years, he has been on automatic oil delivery at the prevailing market price with Arbor Energy
Mr *** did acknowledge he has received Arbor Energy’s “Pricing Program Enrollment Form” yearly, but he has opted Not to lock in his oil price in recent yearsAs stated in Arbor Energy’s fuel agreement, which Mr*** received this summer, in bold letters, “If you do not wish to select a pricing program, you will remain on automatic delivery, and Arbor Energy will provide heating oil to you at its prevailing market price”
As a courtesy to our “ Heat Only “ customers, (these are customers who would not be using oil in the spring/ summer months since they have another source for heating their hot water) I personally called Mr*** at his home (I left a message on his machine) and emailed him on April 28, stating he is due for an oil delivery the next dayIf he would like to go off of automatic oil delivery for the summer, to please contact Arbor Energy’s office at 272-
Mr*** did not respond to my email or phone message, so his account has remained on automatic oil deliveryArbor Energy has not had a phone call or email from Mr*** until today December 29,
Mr*** explained to me today that his oil delivery ticket had the price per gallon as $I did apologize to Mr*** that the market price has gone down and when the ticket is posted later today, it will be posted with the current market price of $ per gallonI also explained to Mr***, if he pays within days of delivery, he is eligible for his “prompt pay discount” of $per gallon off of the $2.859, bringing the market price down to $ per gallon
Mr*** complained he had called other oil companies whose market prices are lower than ours todayI tried to explain to Mr*** that we are a full service oil company with service contracts and hour heating emergency serviceThe companies Mr*** called were “C.O.D.” companies, who only deliver oil at a discounted rate in exchange for cash on delivery with no service contracts or heating emergency service for customersI also explained to Mr*** that we are well below the State of Connecticut’s average oil price for the entire state and for the county of New Haven, which Arbor Energy is a part ofI also gave Mr*** the directions to the state of Connecticut’s oil price website to please check out for himselfThis is www.*** *** *** *** *** ***
Arbor Energy prides itself in offering fair, low “ lock in “ prices for our customers in the summer months as well as fair market value oil prices for our customers during the heating seasonI have taken Mr*** off of automatic oil delivery today, and explained that we will not be delivering oil to him unless requested going forward
Thank you for your time in this matter and we at Arbor Energy hope this matter can be resolved promptly
Respectfully, *** *** *** of Customer service
Arbor Energy

Poor service. The past year and a half I have to call for propane fill ups; have gone down to 10% without auto fill. I'm an auto fill customer.

Review: Have not had a signed contract with this company since 2008. They tell me that I am on automatic delivery. I never asked to be on automatic delivery but paid for oil from them in the past because it was convenient. I received a delivery yesterday. The price on the ticket was 3.159. So I did some research online and one of their competitors , [redacted] price is 2.479. [redacted] is 2.32/gal. I called this morning to complain they told me the price on the ticket was wrong and the real price was 2.859/gal. This price is higher than what I want to pay. The practice of automatic delivery has to stop. If I don't have a signed contract with you don't just deliver oil to me when you want. I will call you if I need oil.Desired Settlement: Keep your prices competitive. Don't price gouge.

Business

Response:

Dear Ms. [redacted],

This is in response to the complaint we received from Mr. [redacted], ID # [redacted].

Mr. [redacted] has been an automatic oil delivery customer since 2003. Between 2003 and 2014, Mr. [redacted] had elected to prepay for his yearly oil twice, once in the 2006-2007 heating season and again in the 2008-2009 heating season. Before and after Mr. [redacted]’ prepay years, he has been on automatic oil delivery at the prevailing market price with Arbor Energy.

Mr [redacted] did acknowledge he has received Arbor Energy’s “Pricing Program Enrollment Form” yearly, but he has opted Not to lock in his oil price in recent years. As stated in Arbor Energy’s fuel agreement, which Mr. [redacted] received this summer, in bold letters, “If you do not wish to select a pricing program, you will remain on automatic delivery, and Arbor Energy will provide heating oil to you at its prevailing market price”.

As a courtesy to our “ Heat Only “ customers, (these are customers who would not be using oil in the spring/ summer months since they have another source for heating their hot water) I personally called Mr. [redacted] at his home (I left a message on his machine) and emailed him on April 28, 2014 stating he is due for an oil delivery the next day. If he would like to go off of automatic oil delivery for the summer, to please contact Arbor Energy’s office at 203 272-3250.

Mr. [redacted] did not respond to my email or phone message, so his account has remained on automatic oil delivery. Arbor Energy has not had a phone call or email from Mr. [redacted] until today December 29, 2014.

Mr. [redacted] explained to me today that his oil delivery ticket had the price per gallon as $3.159. I did apologize to Mr. [redacted] that the market price has gone down and when the ticket is posted later today, it will be posted with the current market price of $ 2.859 per gallon. I also explained to Mr. [redacted], if he pays within 10 days of delivery, he is eligible for his “prompt pay discount” of $.10 per gallon off of the $2.859, bringing the market price down to $ 2.759 per gallon.

Mr. [redacted] complained he had called other oil companies whose market prices are lower than ours today. I tried to explain to Mr. [redacted] that we are a full service oil company with service contracts and 24 hour heating emergency service. The companies Mr. [redacted] called were “C.O.D.” companies, who only deliver oil at a discounted rate in exchange for cash on delivery with no service contracts or heating emergency service for customers. I also explained to Mr. [redacted] that we are well below the State of Connecticut’s average oil price for the entire state and for the county of New Haven, which Arbor Energy is a part of. I also gave Mr. [redacted] the directions to the state of Connecticut’s oil price website to please check out for himself. This is www.[redacted].

Arbor Energy prides itself in offering fair, low “ lock in “ prices for our customers in the summer months as well as fair market value oil prices for our customers during the heating season. I have taken Mr. [redacted] off of automatic oil delivery today, and explained that we will not be delivering oil to him unless requested going forward.

Thank you for your time in this matter and we at Arbor Energy hope this matter can be resolved promptly.

Respectfully, [redacted] of Customer service

Arbor Energy