Bernville Quality Fuels, Inc.

October 17, 2014Dear *** ***,We have received your October 14, letter and the copy of complaint filed by *** ***The employees of Bernville Quality Fuels live and work in *** County and we take pride in providing customer service to residents throughout the county
Serving our community is part of the Bernville Quality Fuels company cultureWe are human and when we identify errors we take necessary action to correct them.*** *** asserts in his written complaint that we did not send a copy of the bill and that our billing was incorrectOur service invoice reflected the $charge for the leak check as agreed on the signed Propane Supply Agreement, and the $regulator venting as discussed and agreed separatelyNo additional charges were appliedWe sent the original invoice in January upon completion of the installation, and we followed up with copies on two occasionsWe placed multiple calls and sent several collection lettersOur letters went unanswered and *** *** would often hang up the phone when we calledIn September we called and wrote to *** *** to advise him that the account would be sent to collection if it remained unpaidAt the end of September, after eight months of collection efforts, the account was written off and placed with a collection agencyNo further action to be taken by Bernville Quality FuelsSincerely,
Kenneth S
Operations Manager

July 20, 2015
Dear [redacted]:We here at Bernville Quality have addressed the complaint with [redacted] and have reached an agreeable resolution between both parties. We are submitting the following resolution:We have closed the above account and have taken it to a zero...

balance. Please see attached screen shot of said account. The above customer will no longer receive statements for the address that is listed on the complaint.Any questions, feel free to call our office.Sincerely,Colleen S.Bernville Quality Fuels Collections

Review: In January of 2014 I was in contact with Bernville Fuels to supply my propane needs for the winter. I was told that they would need to leak check my system before delivering propane. I had perviously dealt with several other local propane suppliers who had also done this prior to service. The only diffence was that Bernville stated when they came to my residence that I would be billed for this check. The other companies include this in the cost of my propane. At this point I was commited to them for the price of propane from them as the price of propane was skyrocketing due to the cold winter that we had. The technician informed me that he needed to vent my system and called into the office and I was given verbal quote that everything completed that day would be $100.00, I subsequently recieved a one line bill from them for $160+. I requested several times that they submit me an itemized bill, so I can understand why my quote went from $100 to $160+. I have tried to be civil and settle for the verbal quote, that I verbally agreed to. I was never presented a written estimate or signed a written repair order. I am unhappy with a company that quotes one price and bills another. They have since turned this over to a collection agnecy and are now trying to charge me $180+. I offered to settle with the agency for the original $100 quote, but Bernville will not accept their original quoted amount. Please keep in mind that I paid them $3,000.00 for propane last year and paid early to them. They are hassling me over $60-$80, when they already gouged me last year for the cost of propane. I own the tank at my house and I will not be using them ever again. From what I am told they are now owned by [redacted] Propane.Desired Settlement: I want to settle this matter with them for the original quoted price of $100.00. I am not being unreasonable. They need to stand by verbal quotes or start putting everything in writing up front.

Business

Response:

October 17, 2014Dear [redacted],We have received your October 14, 2014 letter and the copy of complaint filed by [redacted]. The employees of Bernville Quality Fuels live and work in [redacted] County and we take pride in providing customer service to residents throughout the county. Serving our community is part of the Bernville Quality Fuels company culture. We are human and when we identify errors we take necessary action to correct them.[redacted] asserts in his written complaint that we did not send a copy of the bill and that our billing was incorrect. Our service invoice reflected the $52.95 charge for the leak check as agreed on the signed Propane Supply Agreement, and the $100 regulator venting as discussed and agreed separately. No additional charges were applied.We sent the original invoice in January upon completion of the installation, and we followed up with copies on two occasions. We placed multiple calls and sent several collection letters. Our letters went unanswered and [redacted] would often hang up the phone when we called. In September we called and wrote to [redacted] to advise him that the account would be sent to collection if it remained unpaid. At the end of September, after eight months of collection efforts, the account was written off and placed with a collection agency. No further action to be taken by Bernville Quality Fuels.Sincerely,Kenneth SOperations Manager

Review: I was getting price quotes on fuel oil, minimum gallons from several fuel oil companies in the area. Called Bernville Quality fuels for a price, quoted me $3.579 gallon, min. delivery 150 gallons. I recently purchased a property that they had serviced the furnace for the previous owner, gentlemen told me, they would not service furnace, unless I bought their fuel. I did not set-up a fuel delivery or a furnace service. Went to the next company on my list, I decided to get my fuel from [redacted]'s Fuel Oil, Bethel, Pa. quoted me $3.209 per gallon.

On 9/23/13, [redacted] delivered 150 gallons, on 9/26/13, Bernville Quality Fuels delivered 108 gallons of fuel.

Monday, 9/30/13, I went directly to Bernville Fuels office, spoke to the office manager ([redacted]) told him what happened, he told me I had account, and would have the salesman ([redacted]) call me.

To make a long story short, **. [redacted], insisted my husband ordered the fuel (which did not happed, he drive tractor trailer and was not home). I wanted to resolve this issue, **. [redacted] told me that we had an

account with them, I asked for a copy of my account , and provide me with information of last delivery. The account was set-up in 2002, 1 delivery of diesel fuel, to the farm. No other charges were every made.

After many conversations **. [redacted] and [redacted], nothing has been resolved, I refuse to paid the whole bill, since I have the fuel oil, I told them that this is not a emission of quilt ( I did not order the fuel oil)

that I would paid half of the bill, total bill is $408.69. They refuse to come to terms on this matter.

The tank size is 275 gallons, think about it, why would I order fuel from two different companies ( each having a min of 150 gallons ). I paid my bills on time, and [redacted]'s Fuel Oil has been paid. I don't feel that I should have to paid for something I didn't order. They can come and get 108 gallons of fuel oil, that they mistakenly put into my fuel tank, remember the fuel has been mixed with [redacted]'s fuel.Desired Settlement: That this matter is resolved and that my so called account with them be cancelled, since the account has not been active for 11 years.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: They lied, (1) we did not establish an account for the rental property - the account they used, was used one time in 2002, which was not for fuel oil, but farm fuel. (2) After delivering the fuel (which was not ordered) which was 108 gallons, I was told they had to deliver 150 gallons minimum for them to service furnace, they never called to set up an appointment time & date. We had the furnace serviced by the company, we called for a fuel delivery ([redacted]'s ) (3) In the letter, they said " We requested both an oil delivery and a furnace cleaning - that is incorrect - I was calling to get pricing on both, and minimum gallons delivered - never told them to deliver fuel or want furnace service.

I have sent a letter, explaining my disgust with Bernville Quality Fuels to **. [redacted], which explains that they lied in their letter to Revdex.com, and were trying to save face with the Revdex.com.

I will not tolerate Bernville Quality Fuels, calling me a lair or that I am trying to get out of paying them, if I order something I pay for it and my credit score reflects that (825)!

Regards,

Business

Response:

November 8, 2013

Dear **. [redacted],

We have received your letters of October 16, 2013 and October 28, 2013. It took some time to discuss the situation and to reach a mutually agreeable solution with the [redacted].

The [redacted] established an account for their rental property, and they requested both an oil delivery and a furnace cleaning. The furnace cleaning was to be scheduled and performed after the delivery was completed. However, after the fuel delivery the [redacted] indicated they were not going to pay the fuel bill and that they no longer wanted a furnace cleaning. Rather than lose over $400 worth of fuel, we agreed to re-bill it below cost. As of the date of this letter we have not yet received payment from them.

Sincerely,

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because: The letter of November 20th, 2013, did not correct the lies, that were in the letter of November 8th, 2013. My letter dated November 20th, 2013,

clearly disputed the lies. I would like the Revdex.com's opinion on this matter, how it should be resolved and what the Revdex.com is doing about Bernville Quality

Fuels, business practices and lying about their customers.

Regards,