Benefit Strategies, Inc.

[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], that Shipley Energy will waive the remaining balance on my account that was for the removal of their empty propane tank from my property and find that this resolution is satisfactory to me.  I would appreciate a letter from either the Revdex.com or Shipley Energy stating the balance on my account has been waived for my files.  
Regards,
[redacted]

Customer's dispute is the $83.75 propane restocking fee.Shipley Energy charges this fee to help cover the costs associated with initially delivering the propane. If product is not paid for the costs such as paying the driver, fuel for the truck, vehicle maintenance, etc go uncovered. If we stated...

that we do not restock the propane that was a miscommunication from Shipley.Since Shipley was not responsive to your initial phone call and to help preserve goodwill we will waive the $83.75 restocking fee.Please feel free to reach out to me directly with any additional questions or concerns.Thank you,Steve B[redacted]Customer Care Manager###-###-####

This complaint is still in the process of being resolved by a manager in our service department, Steve G[redacted].At this point the work has been completed and the unit is back up and running. The initial invoice of $1,068 will be itemized to clearly outline each charge and a possible discount...

on the invoice is scheduled to be discussed today between Steve and the customer. If any of this is not correct, please let me know. I did leave a voicemail for the customer but to this point all communication has been with Steve G[redacted].We apologize for the frustration this situation has created and we are committed to making it right for the customer. We anticipate final resolution today, it has been 10 days since the initial complaint was received and we wanted to provide an update.Please contact me directly if I can help provide any answers or resolution.Thanks,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] And [redacted]

On  1/21/2015 [redacted] established a propane account with Shipley. After running the customer’s information through credit it was determined the account would require a $300 deposit and a credit card on file for automatic payment. The deposit was paid and automatic payment set up with...

[redacted]’s mother’s ([redacted]) credit card with her consent. On 2/11/2016 [redacted] 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 $300 returned and would like automatic payment removed. The Credit department advised we can return the deposit but the account must remain on automatic payment.  The deposit of $300 was credited to the account on 3/9/2015. On 3/10/2015 a check in the amount of $300 was requested to be sent to the customer by the Credit Department. On 4/08/2016 [redacted] called in to inquire about a charge to her credit card, [redacted] was very upset. Customer Care advised [redacted] 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. [redacted] said she would speak with her daughter. On 10/20/2016 we received notification from the customer’s credit card company that [redacted] disputed the charge of $195.27 and the charge was reversed to her card on 10/28/2016. I spoke to [redacted] on 10/28/2016 and advised her that the charges of $195.27 had been reversed back to her credit card and should she have any further questions to please reach out to me. Multiple messages were left and multiple letters were sent to [redacted] to call us so the credit card on file can be updated to [redacted]’s information. The account was placed on credit hold preventing deliveries until the account information could be updated.  [redacted] called in on 1/6/2017 and requested a delivery. She was advised that there was a balance due on the account and a payment would need to be made. [redacted] advised she was going to apply for Liheap. She called back in requesting to make a payment on the account. We processed the payment for her on the 1/6/2017 in the amount of $371.89 made by credit card. At that time we advised her that the account required to keep a credit card on file for automatic payments. [redacted] agreed to have the card added to the account to replace the old card (see attached call recording). A delivery was made on 1/9/2017 in the amount of $353.85. An automatic payment was attempted on 1/24/2017 and was declined. An email and letter were sent to the customer on 1/24/2017 advising of the failed payment and that a payment was required. [redacted] made a payment online in the amount of $353.85 on 2/1/2017. On 2/8/2017 another delivery was made in the amount of $446.64. An automatic payment in this amount was attempted on 2/23/2017 and was declined again. Once again an email and letter were sent to the customer on 2/23/2017 in reference to the declined payment and the balance owed. Payment was successfully processed for the balance on 3/6/2017. A delivery in the amount of $278.83 was made on 3/8/2017. Automatic payment was attempted on 3/23/2017 and was declined. The account is currently on a hold status due to the past due balance on the account  of $278.83. Per Revdex.com request the account is now closed. Left message for [redacted] to contact me in reference to the procedures associated with closing the account. No adjustments will be issued for the overdraft charges due to the fact that [redacted] was made aware of the automatic payment requirements (see attached call recording) had made 3 previous payments and was being sent invoices upon delivery of the balance owed. The customer will receive an adjustment to the account for any unused propane in the tank less a restocking fee and will also incur a fee for the pick-up of the tanks. 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:
Shipley Energy has claimed my service plan was renewed under the terms of a contract and that this billing is for the services provided through that contract.  It is misleading that Shipley Energy uses the word contract.  I have never signed a contract with Shipley for a service plan.  I have never been provided a contract from Shipley Energy to accept or decline.  If such a contract exists I would ask that it be provided.  I have asked for this in the past and have never received a response. Second to this is the fact that the service Shipley is invoicing for has not been provided.  The service plan Shipley is charging me for has an annual cost of $239.40 and includes one guaranteed service a “tune-up safety check”.  A Shipley representative told me this would cost around $240 as a standalone service, the full value of the plan (see attached). Again, this service has not been provided by Shipley.  I am not trying to win a legal argument here; I am simply trying to appeal to common sense.  Shipley has invoiced me for a service that has not been provided, under the terms of a contract that does not exist.  As such I am asking that Shipley credit the full invoiced amount.   
Regards,
[redacted]