[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: [redacted] I am rejecting this response because: The Shipley response states “Because a tuwas performed in the coverage period the total balance of $is owed.” This statement is incorrect as a tuwas not performed in the coverage period The current coverage period began on 4/11/and the last tuwas conducted one month prior on 3/11/ As such the last tune up was completed under the prior coverage period, 3/11/– 4/10/2014, and paid for in full under the prior coverage period The attached invoice clearly shows the prior coverage period 3/11/ through 4/10/and that the last tuoccurred on 3/11/ 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] ***
Customer's complaint is the remaining balance due of $Customer agreed to receive natural gas supply from Shipley Energy in November 2013, taking effect with the December usage periodThe agreed upon rate for months was $.729/ccfAt the end of the agreement the customer called in and requested to be switched to a variable plan which was doneI listened to the recording and verified this was the caseWhen the customer agreed to receive supply from Shipley Energy, she also requested to be place on a budget plan which was set at $per monthThe $61.00/month is not to have a rate locked in, it is the monthly budget plan for the supplyCustomer referenced that she was receiving supply from *** 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 EnergyThe 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 there was a balance due to the fact the monthly budget payments did not cover that actual cost of the supply over that time periodAttached is a document that outlines the payments made compared to the actual charges for each monthThe reason the budget payments were insufficient to cover the actual charges is because the budget period covered two heating seasons and only one off seasonTypically 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 planThe 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 monthsThis is a charge to help cover the administrative fees we incur from the utilityWe 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 customerAttached on the Word document is the email chain where I tried to explain the chargesNot once did I feel I was harassing the customer but instead offered as much help as I could to lessen the confusionThere 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 regulationsIn 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 $is correct and remains outstanding Payment can be made directly to Shipley Energy Please feel free to call 1-800-839-to make payment.Sincerely,Steve B***Customer Care Manager
Customer's dispute is the $propane restocking fee.Shipley Energy charges this fee to help cover the costs associated with initially delivering the propaneIf product is not paid for the costs such as paying the driver, fuel for the truck, vehicle maintenance, etc go uncoveredIf 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 $restocking fee.Please feel free to reach out to me directly with any additional questions or concerns.Thank you,Steve B***Customer Care Manager###-###-####
Customer's complaint is that she ended her budget season owing $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 miscalculationWe create budget payments to spread out the annual costs of propane based on historical usageThe customer ended the - budget season with a credit balance of $267.09, her monthly budget payments over that time were $240/monthThe usage over that season was gallonsGoing into the - season her monthly budget payment was reduced to $179/monthThe heating season of - was one of the coldest on record and her usage increased to 1,gallons, more than the previous seasonThis resulted in the balance due at the end of the seasonAt 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 immediatelyI did not agree to waive the balance but to roll it into the new budget payment of $275/monthIn addition I also agreed to a discounted price cap for the new season which lowered her price per gallon by $.40/gallonIn the - heating season her usage has dropped to gallonsShe currently has a credit balance of $The usage dropped by gallons over the previous seasonWe do not feel asking a customer to tror reconcile their budget is unethicalWe feel we worked this customer to help ease the burden of the reconciliation processCreating a budget amount is an estimate or best guess which sometimes results in a credit or debit balance at the end of the seasonJust 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 forecastedWe do apologize if this created an additional burden it was certainly not our intent, our goal is to have a $balance at the end of the budget season.Sincerely,Steve B***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***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]
On Nov 25th, [redacted] did speak with Customer Care requesting to close his accountI 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 wouldThere 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 $be credited to the customer’s account and refund to be issuedI spoke with [redacted] and advised him of my findings and resolution to the complaintHe is satisfied and said if he could withdraw his complaint he wouldCarrie K***Customer Care Manager
[redacted] is claiming she never received letters in the mail advising of her impending rate changeShe is requesting to have her bills that were charged at a variable rate to be rerated to her previous fixed rate On 05/22/ [redacted] signed up for the Standard Offer Program through [redacted] at a rate of $0.08141/KwHThis price was good for one year from the date of sign-upOn 05/22/this price expired and [redacted] was converted to a variable rate of $0.09299/KwHShe remained on a variable rate for the next year during which time her rate fluctuated between $to $0.112/KwHTwo separate letters were mailed to [redacted] at the billing address on fileThe letters were mailed at days prior (02/23/2015) to rate expiration and at (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 rateThe day letter was part of a file sent to our mailing service and a form letter was sent advising of the contract expiring in days, a copy of the day letter that was mailed to the customer is attachedNo response was received from the letters and nothing was returned via US Mail and on 05/22/ [redacted] converted into a variable rate for electricityDue 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 providerCarrie K***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 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 wordShe said she would review the tapes, which she did and found my complaint to be accurate Regards, [redacted]
Customer's complaint is that he was not notified of his service contract renewing and that he did not receive a tuwith the most recent contract.Customer has had a service plan since Over that time period the service plans have always automatically renewed as to ensure the heating unit is coveredThe most recent contract had a monthly billing and renewal processThis monthly contract has been in place since March of 2013, the furnace tuwas performed in March of and March We feel that all charges are validThe service plan was cancelled on January 19, the last payment received was on August 20, The balance owed on the account is $Sincerely,Steve B***Customer Care Manager
This complaint is still in the process of being resolved by a manager in our service department, Steve G***.At this point the work has been completed and the unit is back up and runningThe initial invoice of $1,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 customerIf any of this is not correct, please let me knowI did leave a voicemail for the customer but to this point all communication has been with Steve G***.We apologize for the frustration this situation has created and we are committed to making it right for the customerWe anticipate final resolution today, it has been 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***Customer Care Manager###-###-####
Customer's complaint was the he was charged for a service contract and did not receive his yearly tuand that contract renewed in OctoberCustomer 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 $Shipley Energy will provide complementary tuon previous years contractPer the terms and conditions of the service plan, customer must call us to schedule tune-up, my contact information is listed below to schedule cleaningIt is our intention to provide billing and service that is clear and in the customer's best interestOur service plans renew so there is no lapse in coverage, the time we think about the service coverage is when the furnace breaks downIf a customer does not wish to continue coverage at renewal time, simply call us and the plan is removedIn 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 inconvenienceThank you,Steve B#-###-####
On 1/21/ [redacted] 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 up with [redacted] ’s mother’s ( [redacted] ) credit card with her consentOn 2/11/ [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 $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/ [redacted] called in to inquire about a charge to her credit card, [redacted] was very upsetCustomer 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 daughterOn 10/20/we received notification from the customer’s credit card company that [redacted] disputed the charge of $and the charge was reversed to her card on 10/28/I spoke to [redacted] 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 meMultiple 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 informationThe account was placed on credit hold preventing deliveries until the account information could be updated [redacted] called in on 1/6/and requested a deliveryShe 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 LiheapShe called back in requesting to make a payment on the accountWe processed the payment for her on the 1/6/in the amount of $made by credit cardAt 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/in the amount of $An automatic payment was attempted on 1/24/and was declinedAn email and letter were sent to the customer on 1/24/advising of the failed payment and that a payment was required [redacted] made a payment online in the amount of $on 2/1/On 2/8/another delivery was made in the amount of $An automatic payment in this amount was attempted on 2/23/and was declined againOnce again an email and letter were sent to the customer on 2/23/in reference to the declined payment and the balance owedPayment was successfully processed for the balance on 3/6/A delivery in the amount of $was made on 3/8/Automatic payment was attempted on 3/23/and was declinedThe account is currently on a hold status due to the past due balance on the account of $Per Revdex.com request the account is now closedLeft message for [redacted] to contact me in reference to the procedures associated with closing the accountNo 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 previous payments and was being sent invoices upon delivery of the balance owedThe 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 piof the tanksCarrie K***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]
Customer is disputing our charge for technician disconnecting and picking up empty propane tankCustomer called to close account on June 17, and at that time the pick up charge was disclosedOn July 17, 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 $The amount received on July 25th was minus the pick up chargeOur 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 fullThe reason we have this charge is to cover the expense of sending a technician with proper equipment to remove a heavy tankWe 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***Customer Care Manager ###-###-####
We contacted [redacted] directly and addressed the issueShipley Energy agreed to credit the propane back at $3.199/gal (which is the average price of the last gallons delivered) as well as prorating the $annual tank rental fee for monthsThe difference in credit for unused gallons is $The credit for prorating the rental fee is $The additional credit being returned to the customer is $When the credit officially posts to the account I will generate a check request, please be aware this process can take -week until you have the check in your handsThe customer is aware of the additional credit and agreed to the resolutionWe do apologize for any inconvenience this may have causedSteve 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 [redacted] , and find that this resolution is satisfactory to me 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 complaintAll deliveries were made during the delivery months requested with the exception of the March delivery which was made in early AprilUpon 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 MarchAs agreed upon by [redacted] and our Team Leader a total credit of $has been applied to the account bringing his total balance due down to $ [redacted] has since paid the balance in full and has requested his account be closedThe account is now in a closed status and the balance due is $Please let me know if you have any questionsRegards,Carrie K***
[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: [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 responseSecond 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 $and includes one guaranteed service a “tusafety check” A Shipley representative told me this would cost around $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] ***
[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: [redacted] I am rejecting this response because: The Shipley response states “Because a tuwas performed in the coverage period the total balance of $is owed.” This statement is incorrect as a tuwas not performed in the coverage period The current coverage period began on 4/11/and the last tuwas conducted one month prior on 3/11/ As such the last tune up was completed under the prior coverage period, 3/11/– 4/10/2014, and paid for in full under the prior coverage period The attached invoice clearly shows the prior coverage period 3/11/ through 4/10/and that the last tuoccurred on 3/11/ 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] ***
Customer's complaint is the remaining balance due of $Customer agreed to receive natural gas supply from Shipley Energy in November 2013, taking effect with the December usage periodThe agreed upon rate for months was $.729/ccfAt the end of the agreement the customer called in and requested to be switched to a variable plan which was doneI listened to the recording and verified this was the caseWhen the customer agreed to receive supply from Shipley Energy, she also requested to be place on a budget plan which was set at $per monthThe $61.00/month is not to have a rate locked in, it is the monthly budget plan for the supplyCustomer referenced that she was receiving supply from *** 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 EnergyThe 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 there was a balance due to the fact the monthly budget payments did not cover that actual cost of the supply over that time periodAttached is a document that outlines the payments made compared to the actual charges for each monthThe reason the budget payments were insufficient to cover the actual charges is because the budget period covered two heating seasons and only one off seasonTypically 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 planThe 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 monthsThis is a charge to help cover the administrative fees we incur from the utilityWe 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 customerAttached on the Word document is the email chain where I tried to explain the chargesNot once did I feel I was harassing the customer but instead offered as much help as I could to lessen the confusionThere 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 regulationsIn 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 $is correct and remains outstanding Payment can be made directly to Shipley Energy Please feel free to call 1-800-839-to make payment.Sincerely,Steve B***Customer Care Manager
Customer's dispute is the $propane restocking fee.Shipley Energy charges this fee to help cover the costs associated with initially delivering the propaneIf product is not paid for the costs such as paying the driver, fuel for the truck, vehicle maintenance, etc go uncoveredIf 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 $restocking fee.Please feel free to reach out to me directly with any additional questions or concerns.Thank you,Steve B***Customer Care Manager###-###-####
Customer's complaint is that she ended her budget season owing $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 miscalculationWe create budget payments to spread out the annual costs of propane based on historical usageThe customer ended the - budget season with a credit balance of $267.09, her monthly budget payments over that time were $240/monthThe usage over that season was gallonsGoing into the - season her monthly budget payment was reduced to $179/monthThe heating season of - was one of the coldest on record and her usage increased to 1,gallons, more than the previous seasonThis resulted in the balance due at the end of the seasonAt 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 immediatelyI did not agree to waive the balance but to roll it into the new budget payment of $275/monthIn addition I also agreed to a discounted price cap for the new season which lowered her price per gallon by $.40/gallonIn the - heating season her usage has dropped to gallonsShe currently has a credit balance of $The usage dropped by gallons over the previous seasonWe do not feel asking a customer to tror reconcile their budget is unethicalWe feel we worked this customer to help ease the burden of the reconciliation processCreating a budget amount is an estimate or best guess which sometimes results in a credit or debit balance at the end of the seasonJust 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 forecastedWe do apologize if this created an additional burden it was certainly not our intent, our goal is to have a $balance at the end of the budget season.Sincerely,Steve B***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***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]
On Nov 25th, [redacted] did speak with Customer Care requesting to close his accountI 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 wouldThere 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 $be credited to the customer’s account and refund to be issuedI spoke with [redacted] and advised him of my findings and resolution to the complaintHe is satisfied and said if he could withdraw his complaint he wouldCarrie K***Customer Care Manager
At this point, are you stating you will not pay for the 1,kWh used whether it is billed by [redacted] or Shipley? Steve B***Shipley Energy
[redacted] is claiming she never received letters in the mail advising of her impending rate changeShe is requesting to have her bills that were charged at a variable rate to be rerated to her previous fixed rate On 05/22/ [redacted] signed up for the Standard Offer Program through [redacted] at a rate of $0.08141/KwHThis price was good for one year from the date of sign-upOn 05/22/this price expired and [redacted] was converted to a variable rate of $0.09299/KwHShe remained on a variable rate for the next year during which time her rate fluctuated between $to $0.112/KwHTwo separate letters were mailed to [redacted] at the billing address on fileThe letters were mailed at days prior (02/23/2015) to rate expiration and at (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 rateThe day letter was part of a file sent to our mailing service and a form letter was sent advising of the contract expiring in days, a copy of the day letter that was mailed to the customer is attachedNo response was received from the letters and nothing was returned via US Mail and on 05/22/ [redacted] converted into a variable rate for electricityDue 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 providerCarrie K***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 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 wordShe said she would review the tapes, which she did and found my complaint to be accurate Regards, [redacted]
Customer's complaint is that he was not notified of his service contract renewing and that he did not receive a tuwith the most recent contract.Customer has had a service plan since Over that time period the service plans have always automatically renewed as to ensure the heating unit is coveredThe most recent contract had a monthly billing and renewal processThis monthly contract has been in place since March of 2013, the furnace tuwas performed in March of and March We feel that all charges are validThe service plan was cancelled on January 19, the last payment received was on August 20, The balance owed on the account is $Sincerely,Steve B***Customer Care Manager
This complaint is still in the process of being resolved by a manager in our service department, Steve G***.At this point the work has been completed and the unit is back up and runningThe initial invoice of $1,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 customerIf any of this is not correct, please let me knowI did leave a voicemail for the customer but to this point all communication has been with Steve G***.We apologize for the frustration this situation has created and we are committed to making it right for the customerWe anticipate final resolution today, it has been 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***Customer Care Manager###-###-####
Customer's complaint was the he was charged for a service contract and did not receive his yearly tuand that contract renewed in OctoberCustomer 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 $Shipley Energy will provide complementary tuon previous years contractPer the terms and conditions of the service plan, customer must call us to schedule tune-up, my contact information is listed below to schedule cleaningIt is our intention to provide billing and service that is clear and in the customer's best interestOur service plans renew so there is no lapse in coverage, the time we think about the service coverage is when the furnace breaks downIf a customer does not wish to continue coverage at renewal time, simply call us and the plan is removedIn 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 inconvenienceThank you,Steve B
#-###-####
On 1/21/ [redacted] 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 up with [redacted] ’s mother’s ( [redacted] ) credit card with her consentOn 2/11/ [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 $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/ [redacted] called in to inquire about a charge to her credit card, [redacted] was very upsetCustomer 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 daughterOn 10/20/we received notification from the customer’s credit card company that [redacted] disputed the charge of $and the charge was reversed to her card on 10/28/I spoke to [redacted] 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 meMultiple 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 informationThe account was placed on credit hold preventing deliveries until the account information could be updated [redacted] called in on 1/6/and requested a deliveryShe 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 LiheapShe called back in requesting to make a payment on the accountWe processed the payment for her on the 1/6/in the amount of $made by credit cardAt 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/in the amount of $An automatic payment was attempted on 1/24/and was declinedAn email and letter were sent to the customer on 1/24/advising of the failed payment and that a payment was required [redacted] made a payment online in the amount of $on 2/1/On 2/8/another delivery was made in the amount of $An automatic payment in this amount was attempted on 2/23/and was declined againOnce again an email and letter were sent to the customer on 2/23/in reference to the declined payment and the balance owedPayment was successfully processed for the balance on 3/6/A delivery in the amount of $was made on 3/8/Automatic payment was attempted on 3/23/and was declinedThe account is currently on a hold status due to the past due balance on the account of $Per Revdex.com request the account is now closedLeft message for [redacted] to contact me in reference to the procedures associated with closing the accountNo 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 previous payments and was being sent invoices upon delivery of the balance owedThe 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 piof the tanksCarrie K***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]
Customer is disputing our charge for technician disconnecting and picking up empty propane tankCustomer called to close account on June 17, and at that time the pick up charge was disclosedOn July 17, 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 $The amount received on July 25th was minus the pick up chargeOur 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 fullThe reason we have this charge is to cover the expense of sending a technician with proper equipment to remove a heavy tankWe 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***Customer Care Manager ###-###-####
We contacted [redacted] directly and addressed the issueShipley Energy agreed to credit the propane back at $3.199/gal (which is the average price of the last gallons delivered) as well as prorating the $annual tank rental fee for monthsThe difference in credit for unused gallons is $The credit for prorating the rental fee is $The additional credit being returned to the customer is $When the credit officially posts to the account I will generate a check request, please be aware this process can take -week until you have the check in your handsThe customer is aware of the additional credit and agreed to the resolutionWe do apologize for any inconvenience this may have causedSteve 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 [redacted] , and find that this resolution is satisfactory to me 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 complaintAll deliveries were made during the delivery months requested with the exception of the March delivery which was made in early AprilUpon 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 MarchAs agreed upon by [redacted] and our Team Leader a total credit of $has been applied to the account bringing his total balance due down to $ [redacted] has since paid the balance in full and has requested his account be closedThe account is now in a closed status and the balance due is $Please let me know if you have any questionsRegards,Carrie K***
[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: [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 responseSecond 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 $and includes one guaranteed service a “tusafety check” A Shipley representative told me this would cost around $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] ***