Benefit Strategies, Inc.

Customer's complaint is that we have been intimating with collection efforts and the credit due back after closing of her account.The call from our credit department in January was made in regards to a delivery made on 11/26/in which final payment had not yet been madeI apologize if this call
was done in an intimidating manner, our goal of the call was to inform the customer that if payment for the November delivery was not made in full we couldn't make future deliveries and the possibility of running out of propane shortly was likelyAs I said it is not our goal to been intimidating in anyway but to stress the urgency so a potential run out would not happenThe reason no call was made for the delivery made on 3/19/even though payment was not made for the delivery on 2/19/was due to the day window and payment was not considered late at that time.The customer will receive credit back for the propane at the ppg in which they paid (a combination of $and $3.699)A service charge of $would be applied to help cover the costs of the technician required to perform any disconnection and removal of that tank.We apologize this customer felt intimidated by our actions as our intention was to make sure no outage of propane occurredPlease feel free to reach out to me directly for any further questions or concerns.Thanks,Steve B*** Customer Care Manager ###-###-####

Customer's complaint is that she was charged for service by unqualified techs.Below is a list of the charges:- Cleaning and flush oil line $- Waived- Oil filter $- Waived- Purge basement loops $- Waived- Environmental Fee $- Waived- Diagnostic Charge - $-
Not-waived.The diagnostic charge consists of our time to send a technician to the appointmentOur technician was there for an hour and a halfWe believe that there was work performed that was of value to the customer: identifying the thermostat issue, flushing the oil line, and replacing a dirty filter therefore we feel this a fair charge.We apologize that our technicians were unable to correct the problems with the furnace because of that we decided to waive all but the diagnostic chargeWe do believe we made an honest to resolve the issue.We hope you find this resolution satisfactoryWe appreciate the opportunity to serve youIf you would like please feel free to reach out to me directly.Sincerely,Steve B#-###-####

Customer’s complaint is a service plan invoice of $
The invoice that was sent out on 10/01/was the renewal
invoice of our Value Comfort Plan, which is a protection plan for the furnace and not for an actual service call
Our policy is to auto renew these service plans as to ensure no
gaps in the coverage periodSince the customer called in to cancel the optional coverage,
the plan was backed out of the account and the account balance is $
I apologize for the confusion that happened when they
originally called in which resulted in multiple calls to resolve the
outstanding invoiceTheir account balance is $and is not being turned into
collectionsIf you have any further questions or concerns please do not hesitate to reach out to me directly.Thank you,Steve B***Customer Care Manager###-###-####

On 1/21/*** *** established a propane account with ShipleyAfter running the customer’s information through credit it was determined the account would require a $deposit and a credit card on file for automatic paymentThe deposit was paid and automatic payment set upOn
2/11/*** *** called into the Customer Care Department and advised that she was no longer going to pay the bill for her daughter’s account and that she would like her initial deposit of $returned and would like automatic payment removedThe Credit department advised we can return the deposit but the account must remain on automatic payment The deposit of $was credited to the account on 3/9/On 3/10/a check in the amount of $was requested to be sent to the customer by the Credit DepartmentOn 4/08/*** *** called in to inquire about a charge to her credit card, *** *** was very upsetCustomer Care advised *** *** that there was never a new credit card placed on file with Shipley and due to requiring automatic payment we had to charge the delivery to the only card we had on file*** *** said she would speak with her daughterOn 10/20/we received notification from the customer’s credit card company that *** *** disputed the charge of $and the charge was reversed to her card on 10/28/I spoke to *** *** on 10/28/and advised her that the charges of $had been reversed back to her credit card and should she have any further questions to please reach out to meThe account is now on Credit Hold blocking any deliveries or service calls on the account and I have left two messages for *** *** to return our call so the credit card on file can be updated to *** ***’s informationSincerely, Carrie K*** Customer Care Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
My budget plan was made with *** back in 2002. I never made a budget plan with Shipley Energy. I originally locked in a rate of .669ccf with Shipley Energy on 11/06/and was notified of being renewed at a new locked in rate of .6850ccf on 10/16/2012, then again received a rate change letter on 10/17/to .699/ccf. At this time on 10/13/I called and explained that I did not want to be locked in and did not understand the $charge on my bill. I confirmed with Christine that I did not want to be charged for anything meaning that I did not want Shipley Energy and she was short with me stating that she would have to look into my account and would get back to me. She never did. I then received a letter from Shipley Energy on 12/15/stating I would be charged $1/mth for not being locked in and once again called and asked why. I received the response that they would have to check into it and get back to me after I stated that I did not want any charges from Shipley Energy on my bill. I next received a letter from Shipley Energy on 04/21/stating I owed them $at which time I asked to speak to a manager (Steve B***). I went over the charges with Steve and the breakdown he had in the letter with the invoice, explaining that I marked down what I actualy paid each month in comparison to what they were charging me and it came out that they owed me $48.77. He could only tell me that he had an excel spreadsheet that would make everything clear. The excel spreadsheet that he emailed me was the exact same breakdown that was in the orginal letter which we discussed in detail over the phone. I was then promptly sent a second notice for payment on 05/19/stating my account was past due. I have an excellent credit rating and always pay my bills that are legitimate. I am not happy with the condescending attitude of Steve B*** and Shipley Energy.When I called and stated that I did not want Shipley Energy on my bill, I was thinking that was obvious that I did not want them at all and they were canceled. Not wanting them on your bill would be CANCELING. They continued to be on my bill through May of which I have calculated on the spreadsheet provided by Shipley Energy along with the amounts I actually paid and the difference that Shipley Energy owes me of $48.77. At this point I am willing to forgo the $just to get rid of Shipley Energy and solve this matter ASAP. I do not want a bad mark on my credit and if this invoice was legit, I would have paid long ago.I have told all my friends, neighbors and relatives not to sign with them when asked what I thought and have explained to all the treatment I have received. Most people would probably just pay in order to get them to leave them alone and not ruin their credit but this is a matter of principal, ethics and morals now. Is $the cost of your ethics, morals and future business? I just pray they decide to finally do the right thing. God is watching!Please see attached documentation.Thank you
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
no regards to interest, no apology for sucking..
Regards,
*** ***

In our previous response we should have included some additional informationThe coverage start month for the contract period is March, customer enrolled in the service plan on March 11, A tuwas performed on March 18, On March 11, again the furnace was tuned-upYours follows the same schedule as most of our other customers that have the tuis done in the same month every yearThe coverage period is months. Shipley Energy fulfilled the obligation in cleaning the furnace over the appropriate time period.The remaining balance on the account is a result of unpaid service plan invoices from August until January when the service plan was cancelledShipley Energy has fulfilled all obligations of the service plan, as such we consider this matter closed when the invoice of $is paid.Thank you,Steve B***Customer Care Manager###-###-####

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** ***

After review of the account *** *** called into Shipley on Feb 22, in reference to an advertisement she received about Heating OilI reviewed the original call (can be provided upon request) in which *** *** agreed to sign up for a capped fee on her oil and also signed up
as an automatic delivery customerWe agreed to waive the $cap fee due to being late in the season and advised *** *** that the capped rate of $would be good until the end of May which is the end of the heating season*** *** agreed to these terms and replied that, that sounds greatAfter May of *** *** was converted to Shipley’s market rate which are set by the individual companies*** *** received deliveries subsequent to the expiration of her contract all of which were billed electronically and bills were sent detailing the current rate of the oil that was deliveredShipley is not always the lowest price, but is a value driven companyUnfortunately we are not able to price match the rates offered by other companies and refund the difference in pricing*** *** was offered lower pricing than our current market rate and the opportunity to locked in a lower rate and have the last delivery rebilled at that lock in rate, however she declined this offer and stated she was still able to get the product cheaper through another companyThe competitors rate of $2.069/gallons unfortunately is not a rate Shipley is able to match. Carrie K***Customer Care Manager

Customer's complaint is that she cancelled her enrollment but was still billed for electricity usage.On December 24th the customer agreed to sign up with Shipley Energy through a telemarketing effortThe first call received from Shipley Energy after the enrollment was on January 12th with AdamOn
this phone call the customer requested to close with Shipley and the cancellation request was processed and her last day billed through Shipley was January 25th, which was days of usageThe process to send a customer back to the utility is not instantaneous and can take until the next meter read. The disputed amount of $is due to the billed amount 1,kWhThe rate at which we billed *** *** was at $.0819/kWh***'s price at this time was $.08354/kWhThe amount she saved by being with Shipley was $for days of usage. Customer requested to cancel the "erroneous charges"Is it the request of *** *** that this usage is to be billed through *** at the rate of $rather than Shipley? During the last conversation with *** *** I offered a $gift card for any inconvenience this may caused. We apologize that *** *** was billed through Shipley during a time she says it should have been cancelledUpon receiving the notification we processed her supply to go back to *** as quickly as we couldDuring the days under Shipley's supply she did save money versus being with ***Our offer of the lower rate for that time and a $gift cards still standsWe feel our response has been fair and reasonable.Thank you,Steve B***Customer Care Manager*** *** * ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:They should have accepted my response the next day when I rescinded my approval within the three days that is legitimate.*** ***
Regards,
*** ***

Customer's complaint is that we delivered more oil than he requested and would like extra oil pumped out of his tank.The delivery occurred on November 26, He ordered gallons and we delivered The price per gallon was $2.959. Our records indicate that he spoke with our
operations manager and the agreement at that time was to invoice the additional gallons at $and set up a payment planOur credit manager has noted that she left him a voicemail to finalize the payment planAfter she did not hear back we sent follow up lettersTo this point this is the first we are hearing back from the customer.At this point we can schedule a time for us to come out and pump out the unwanted heating oil or if he would still like to pay for the product at a discount rate we would be open to setting up a payment plan.We apologize for our error with the over deliveryIt was not our intention to stick the customer with the unwanted heating oil. Please let us know if you would like the pump out or pay at a discounted rate.Thank you,Steve B***Customer Care Manager###-###-####

Customer's complaint is that one of two a/c units was not covered under a service contract when Shipley Energy performed service, resulting in a separate invoice of $329.92.According to the notes on the account, which are attached to the email, the customer had the assumption in April of
that both a/c units were covered under contractAt that time we agreed to perform a tuon both units with no additional charges along with the expectation that additional coverage would be needed to have both a/c units covered moving forwardNo additional coverage was ever added by the customer. At the time of the service call in question only one a/c was coveredPer the technician additional coverage was added however pre-existing conditions are not covered under the newly added service agreement. Our records indicate that we alerted the customer multiple times about getting coverage for the second a/c unitAnd that was not done until our technician added the coverage after the service call. Thank youSteve B***Customer Care Manager
*** *** * ***

From: *** *** Date: Thu, Aug 6, at 4:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: "[email protected]" I have resolved the issue for now
thank u

Customer's complaint is due to not receiving a check for the credit remaining on their account of $2,176.30 when they closed.Our records indicated the account was closed on November 17th. The check request was created in our system on November 26th. The check request was processed and cut on...

December 5th. The customer should receive the check in the mail for the credit remaining when they closed their account of $2,176.30 sometime this week.If I can be of any service please feel free to reach out to me directly.Thank you,Steve B[redacted]Customer Care Manager###-###-####

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Customer's complaint is the price per gallon of heating oil and the $599.40 charge for renewal of service contract.I have spoken with the customer on the issues he has been experiencing.We agreed to remove charge for the renewal of the service plan. We automatically renew service plans to ensure...

coverage. The $599.40 charge has been removed from his account. In addition to the credit of the service plan, we agreed to credit his account an additional $175.00. While we believe our price for heating oil is fair and we monitor the price against the competition, we agreed to the credit as a way to come to a resolution and move forward amicably. The remaining balance on his account is $470.00. We agreed to payment terms of at least $50.00 per month. No additional finance charges will be charged as long as minimum payment is made each month.We do apologize for any inconvenience you may have experienced. Please contact me directly with any future questions.Thank you,Steve B[redacted]Customer Care Manager###-###-####

Customer's complaint is that budget payment of $330/month is too high.We would like offer a couple solutions to help resolve the issue: 1) As [redacted] stated we could continue the $200 payment until the balance of $945.91 is cleared then move the account off of the budget plan and simply...

pay for each delivery as they come. 2) We could set the budget amount at $200/month as requested. Keep in mind this very likely would not be enough to cover the entire costs of the fuel and you would end up owing at the end of the budget season. Please contact me directly so I can put one of these solutions into place.Thanks,Steve B[redacted]Customer Care Manager###-###-####[redacted]@shipleyenergy.com

At this point, are you stating you will not pay for the 1,072 kWh used whether it is billed by [redacted] or Shipley? Steve B[redacted]Shipley Energy

From: [redacted] <[redacted].com>Date: Thu, Sep 10, 2015 at 3:13 PMSubject: Revdex.com Complaint ID [redacted]To: "[email protected]" <[email protected]>Good Afternoon,                             ...

  Just wanted to inform you that my complaint (Revdex.com Complaint ID [redacted]) has now been resolved with Shipley Energy of York, PA. They have responded and resolved that matter. We are currently in complete satisfaction with each other.  Thank you for all your help!Regards, [redacted]