Benefit Strategies, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
When I spoke to them about paying on the balance I was never informed of the additional charge to remove the empty tank.  It is not stated in the contract that I originally signed anywhere that I will be responsible for any removal of the tank. I do not feel it is fair business practice to add additional charges to an account without the customers knowledge and expect them to pay for it  
Regards,
[redacted]

Shipley Energy has already addressed the billing complaint in previous responses. As we stated before your billing was done through [redacted] until there is an outstanding balance when the account is closed. At that point [redacted] requires Shipley to collect on any amount owed to us.We feel we have reached a point where we are addressing the same questions over again and responding to questions that are factually incorrect. We have clearly outlined why there is an amount due and have disclosed all recordings to outline that all requests by the customer where clearly communicated and acted upon. We ask the Revdex.com to review and close this complaint. Although the complaint is to be closed the balance remains due. Steve B[redacted]Customer Care Manager

Shipley Energy will agree to waive the balance due on [redacted]'s account.While we feel we acted in a fair and responsible manner we wish to resolve this complaint and maintain good relationships with all of our customers both current and past.Regards,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.  Thank you.  That is what we wanted in the beginning.
Regards,
[redacted]

I have reached out to [redacted] and we will be making a delivery this week. The price per gallon has been down over the last month and he will be receiving the delivery at $1.499/gal. In addition to the market falling a discount was also applied.As I said in the phone conversation with [redacted]...

we apologize for our lack of responsiveness it was in no way an attempt to deliver product at a higher price. Below is my direct contact information, if there are any issues or concerns moving forward [redacted] can reach out to me directly.Thank you,Steve B[redacted]Customer Care Manager[redacted]@shipleyenergy.com###-###-####

We contacted [redacted] directly and addressed the issue. Shipley Energy agreed to credit the propane back at $3.199/gal (which is the average price of the last 100 gallons delivered) as well as prorating the $72.00 annual tank rental fee for 8 months. The difference in credit for unused gallons is...

$205.00. The credit for prorating the rental fee is $48. The additional credit being returned to the customer is $253.00. When the credit officially posts to the account I will generate a check request, please be aware this process can take 1 -2 week until you have the check in your hands. The customer is aware of the additional credit and agreed to the resolution. We do apologize for any inconvenience this may have caused. Steve B[redacted]Customer Care Manager###-###-####

Customer's complaint is the remaining balance due of $437.80. Customer agreed to receive natural gas supply from Shipley Energy in November 2013, taking effect with the December usage period. The agreed upon rate for 12 months was $.729/ccf. At the end of the agreement the customer called in...

and requested to be switched to a variable plan which was done. I listened to the recording and verified this was the case. When the customer agreed to receive supply from Shipley Energy, she also requested to be place on a budget plan which was set at $61.00 per month. The $61.00/month is not to have a rate locked in, it is the monthly budget plan for the supply. Customer referenced that she was receiving supply from [redacted].  That is not the case when you switch to an alternative supplier.  All payments are still made through [redacted] but the supply is coming from Shipley Energy. The only case where billing will not come from [redacted] is when the account is closed and there is a remaining balance due on the account.When the account was closed, ending with the usage period for February 2015 there was a balance due to the fact the monthly budget payments did not cover that actual cost of the supply over that time period. Attached is a document that outlines the payments made compared to the actual charges for each month. The reason the budget payments were insufficient to cover the actual charges is because the budget period covered two heating seasons and only one off season. Typically a customer will need to have the same number of off seasons to cover the charges for the same number heating seasons with a budget plan. The customer referenced receiving a $1.00/month charge to not be locked in to a fixed price, as the attachment shows she received a $1.00/month for all months. This is a charge to help cover the administrative fees we incur from the utility. We use the term locked in to mean a fixed price, we believe the customer is confused in what the term locked in means.I would like to address the claim that I was harassing the customer. Attached on the Word document is the email chain where I tried to explain the charges. Not once did I feel I was harassing the customer but instead offered as much help as I could to lessen the confusion. There were collection letters that were sent that did not come from me but are part of our collection efforts when there is a past due balance.We feel we go out of our way to make sure all charges and agreements are clear and transparent and are up to PUC regulations. In summary, the budget payments made were not enough to cover actual charges for supply which was coming from Shipley Energy.  We feel that all billing and communications from Shipley Energy have been accurate and fair.  The balance of $437.80 is correct and remains outstanding.  Payment can be made directly to Shipley Energy.  Please feel free to call 1-800-839-1849 to make payment.Sincerely,Steve B[redacted]Customer Care Manager

Customer's complaint is that he was not notified of his service contract renewing and that he did not receive a tune-up with the most recent contract.Customer has had a service plan since 2011. Over that time period the service plans have always automatically renewed as to ensure the...

heating unit is covered. The most recent contract had a monthly billing and renewal process. This monthly contract has been in place since March of 2013, the furnace tune-up was performed in March of 2013 and March 2014. We feel that all charges are valid. The service plan was cancelled on January 19, 2015 the last payment received was on August 20, 2014. The balance owed on the account is $113.40. Sincerely,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.  However, I never received the attached file they supposedly sent for Oct 2013, or for the most recent Oct 2014.
Regards,
[redacted]

Customer is disputing our charge for technician disconnecting and picking up empty propane tank. Customer called to close account on June 17, 2014 and at that time the pick up charge was disclosed. On July 17, 2014 the customer confirmed to a member of our credit team they would be sending a...

check for the full balance on the account to bring the total due to $0. The amount received on July 25th was minus the pick up charge. Our lease agreement states "You will credit my account at your current pricing less your existing charges in my geographic area for taking back propane gas". This includes the pick up of a tank that is empty or full. The reason we have this charge is to cover the expense of sending a technician with proper equipment to remove a heavy tank. We feel this is a standard and fair practice for charging to pick up a tank.Please feel free to contact me directly for payment arrangements.Thank you,Steve B[redacted]Customer Care Manager ###-###-####

Customer's complaint was the he was charged for a service contract and did not receive his yearly tune-up and that contract renewed in October. Customer is asking for refund of current contract and wants yearly maintenance done for previous contract.Shipley Energy agrees to cancel this...

year's contract and remove invoice of $539.40. Shipley Energy will provide complementary tune-up on previous years contract. Per the terms and conditions of the service plan, customer must call us to schedule tune-up, my contact information is listed below to schedule cleaning. It is our intention to provide billing and service that is clear and in the customer's best interest. Our service plans renew so there is no lapse in coverage, the time we think about the service coverage is when the furnace breaks down. If a customer does not wish to continue coverage at renewal time, simply call us and the plan is removed. In addition we send a separate invoice that details the coverage period of the service plan with a note that it is included in the budget plan, I attached an example to this email.  We hope you find this resolution satisfactory and apologize for any inconvenience. Thank you,Steve B[redacted]###-###-####

[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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Just because Shipley is insisting they are correct, does not make it so and I will continue to fight their bad practices and no legitimate billing. We could go back and forth like this forever, which is why I brought in the Revdex.com. Is there anyone out there?
Regards,
[redacted]

In response to [redacted]’s complaint, the customer was on scheduled delivery for the months of November, December, January, February and March as stated in his complaint. All deliveries were made during the delivery months requested with the exception of the March delivery which was made in early...

April. Upon speaking with one of the team leaders in our Customer Care department [redacted] requested to only pay for the amount of oil he would have used between his February delivery and what would have been one month later in early March. As agreed upon by [redacted] and our Team Leader a total credit of $161.68 has been applied to the account bringing his total balance due down to $224.00. [redacted] has since paid the balance in full and has requested his account be closed. The account is now in a closed status and the balance due is $0. Please let me know if you have any questions. Regards,Carrie K[redacted]

[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 Shipley Energy in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Carrie was very fair and true to her word. She said she would review the tapes, which she did and found my complaint to be accurate.
Regards,
[redacted]

[redacted] is claiming she never received letters in the mail advising of her impending rate change. She is requesting to have her bills that were charged at a variable rate to be rerated to her previous fixed rate.   On 05/22/2014 [redacted] signed up for the Standard Offer Program...

through [redacted] at a rate of $0.08141/KwH. This price was good for one year from the date of sign-up. On 05/22/2015 this price expired and [redacted] was converted to a variable rate of $0.09299/KwH. She remained on a variable rate for the next year during which time her rate fluctuated between $0.08999 to $0.112/KwH. Two separate letters were mailed to [redacted] at the billing address on file. The letters were mailed at 60 days prior (02/23/2015) to rate expiration and at 30 (04/01/2015) days prior to rate expiration explaining what the variable rate would be and to please contact us in order to lock in at a new fixed rate, otherwise she would be converted to a variable rate. The 60 day letter was part of a file sent to our mailing service and a form letter was sent advising of the contract expiring in 60 days, a copy of the 30 day letter that was mailed to the customer is attached. No response was received from the letters and nothing was returned via US Mail and on 05/22/2015 [redacted] converted into a variable rate for electricity. Due to the fact that [redacted] did receive notification of the rate change and was on the variable rate for a year before questioning her rate, no adjustments will be made to the account. [redacted]’s account has been closed and is no longer active with Shipley as her electricity provider. Carrie K[redacted]Customer Care Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The Shipley response states “Because a
tune-up was performed in the coverage period the total balance of $113.40 is
owed.”  This statement is incorrect as a
tune-up was not performed in the coverage period.  The current coverage period began on
4/11/2014 and the last tune-up was conducted one month prior on 3/11/2014.  As such the last tune up was completed under
the prior coverage period, 3/11/2013 – 4/10/2014, and paid for in full under the
prior coverage period. 
The attached invoice clearly shows the prior coverage period 3/11/2013
through 4/10/2014 and that the last tune-up occurred on 3/11/2014.  
I asked for and received no service from Shipley Energy after this time and I
have no contract with Shipley Energy.  As
such I must once again request that Shipley credit all balances due.  
Regards,
[redacted]

On Nov 25th, 2016 [redacted] did speak with Customer Care requesting to close his account. I did review the call and when [redacted] questioned whether or not he would be reimbursed for the used propane in the tanks, he was advised that he would. There was no mention of the restocking fee to...

the customer.  Due to the nature of the call to close the account I have requested the restocking fee of $375 be credited to the customer’s account and refund to be issued. I spoke with [redacted] and advised him of my findings and resolution to the complaint. He is satisfied and said if he could withdraw his complaint he would. Carrie K[redacted]Customer Care Manager

Customer's complaint is that she ended her budget season owing $880 and feels she doesn't owe that remaining balance.The balance owed is due largely to an increase of volume and not a change of rate or a miscalculation. We create budget payments to spread out the annual costs of propane based on...

historical usage. The customer ended the 2013 - 2014 budget season with a credit balance of $267.09, her monthly budget payments over that time were $240/month. The usage over that season was 994 gallons. Going into the 2014 - 2015 season her monthly budget payment was reduced to $179/month. The heating season of 2014 - 2015 was one of the coldest on record and her usage increased to 1,293 gallons, 300 more than the previous season. This resulted in the balance due at the end of the season. At this point I spoke with Sabra to discuss the amount due and agreed to roll that balance into the upcoming budget so it would not be due immediately. I did not agree to waive the balance but to roll it into the new budget payment of $275/month. In addition I also agreed to a discounted price cap for the new season which lowered her price per gallon by $.40/gallon. In the 2015 - 2016 heating season her usage has dropped to 794 gallons. She currently has a credit balance of $477.22. The usage dropped by 500 gallons over the previous season. We do not feel asking a customer to true-up or reconcile their budget is unethical. We feel we worked this customer to help ease the burden of the reconciliation process. Creating a budget amount is an estimate or best guess which sometimes results in a credit or debit balance at the end of the season. Just as we would not keep a credit balance if the budget was set too high we do expect customers to pay a debit balance if the usage exceeds what was forecasted. We do apologize if this created an additional burden it was certainly not our intent, our goal is to have a $0 balance at the end of the budget season.Sincerely,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]