The account will transition to a Service Only account; service contract to remain in effect until expiration in August, 2016. The customer will not receive additional oil deliveries.
We have reviewed Mr. [redacted] account and see he entered into our Capped agreements twice in 2015 (1/8/2015 -program fee $70.00 and 4/1/2015- program fee $140.00). The terms of our contract state "if our prevailing retail price for home heating oil drops below the Capped Priced...
during the Pricing Period then you will pay our prevailing retail price for home heating oil." Our retail price did not drop below the Capped Price during the timeframe Mr. [redacted] was under agreement (outside of the one delivery he mentioned in his complaint). [redacted] Express is a full service home heating oil company and our rates reflect 24/7 emergency service, worry free automatic delivery and experienced licensed heating and cooling service technicians. With that being said, we are sorry to see Mr. [redacted] leave us as a customer and as a good faith gesture have credited his account $210.00 (total for program fees). Thank you.Sincerely,Barbara [redacted]Customer Service Manager[redacted] Express [redacted]
Our response to Mr. [redacted]'s rejection is below We regret that Mr. [redacted] has rejected our response to his complaint but our position and explanation remains the same. [redacted] has and will honor the Cap Price Agreement. An executed copy of that agreement is attached. The fifth sentence down under the Capped Price Program states "If our prevailing retail price for home heating oil drops below the Capped Price during the price period then you will pay our prevailing price for home heating oil. If our prevailing price drops below the $2.499, then Mr. [redacted] will get a lower price. If the price goes higher, he pays no more than the $2.499. The cancellation language should the customer want to cancel the contract is covered in section 10 on page two.
In response to the complaint, the customer will be terminated per request. The $200.00 early termination fee will be deducted from the credit balance. The customer signed a Capped Pricing agreement in which the price per gallon would not be greater than $2.34. The last delivery was $1.99/gallon.
Revdex.com
Complaint #[redacted]
Account
#[redacted]
This Customer
has received five (5) deliveries since the capped contract was signed in
October. The October delivery was made
at $1.699 price per gallon, the November, December and January 11, 2016
deliveries were made at $2.29 price...
per gallon and the January 28, 2016
delivery was at $1.99 price per gallon. The current price per gallon on the account
is $1.99. [redacted] is a COD company
and the prices are different than a full service company. The Customer has been billed a lower amount
than the capped price as the contract stated.
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.
Sincerely,
[redacted]
In response
to Complaint #[redacted], the Service Manager has contacted the customer and
scheduled the service call for 8-12-15.
The original quote will be honored.
January 5, 2016
Revdex.com Complaint #[redacted]
Customer #[redacted]
In response
to the Customer’s complaint regarding the capped pricing plan and cancellation
of her account without a fee, her account has been closed with no outstanding
balance.
Mr. [redacted], let me try to make this as clear as possible for you and make sure I try to answer your complaints. Yes we will call customers before we deliver to them when they are on automatic delivery but not to renegotiate their price but rather to make them aware that a delivery is to be made in the next day for such reasons as leaving a gate open, to shut their unit off or maybe to leave the dog in. We also do not do this for the customer to decide weather they want a delivery or not as in the end we assume the responsibility should run out of oil. If your home freezes up due to our negligence we would be the responsible party. Also your account is continually adjusted to assure maximum deliveries for both parties. I also believe a message was left that we were going to make a delivery to you. In other words if you have pricing with us you need to be on automatic delivery and yes we will let you know we are coming but no we will not redo pricing and or stop your deliveries because of a call, that practice would be a "will call" account and we would not provide pricing to that type of customer. As far as your pricing goes our daily price is not set by the current daily mean so your $2.00 a gallon price back in October would have nothing to do with the contract you signed nor the cost of product we purchased on your behalf when you signed your agreement. Our prices are set by our corporate office based on many factors that I am sure are just as varied as any other company and or business and done under the same constraints, privacy and parameters that are necessary to stay in business. At this point I am sorry you are not satisfied with the pricing you agreed to but I will be glad to release you from that contract with no penalties, just let me know and I will see to it.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] my complaint is that when I was being sold the contract, the salesman was able to quote me a market price that was competitive with other local companies. Now that I have signed the contract I have been told that tlc does not have a set market price, and that it varies depending on the program you are in. If there is no set price then they are free to claim the price of oil is always greater than or equal to the capped price. I was misled by the salesman. I never would have agreed to this contract had he been honest about how tlc sets their pricing. Since I was lied to I would like to be released from the contract.
Complaint: [redacted]
I am rejecting this response because:
[redacted] did not provide invoice until demanded by a third party, invoice revealed thatpayments authorized were not processed by the company and it is because of this negligence that the account fell into past due status. I do not owe money to compensate for their mistakes.
Sincerely,
[redacted]
Response:Our customer has been on automatic delivery and it is also required under the price contract that she submitted in the terms and conditions, section two. The December delivery of 100 gallons was needed to keep her in fuel and heat. The previous delivery was Oct 16th and subsequent...
deliveries have been made on Jan 10th and February 13th. We hope the customer understands why we made the December delivery. The pricing concern does not appear to be a valid analysis or relative to the fixed price contract that the customer signed on Oct 28, 2014. This was a fixed price contract at $3.659 and we billed the customer the contract price per gallon. We secured the oil at the time of the agreement. That same contract stated our credit term which is payment in 30 days. There was an outstanding balance of $493 from the delivery on Feb 7th which is why written notice of the account being placed on delivery hold was mailed to the customer on March 31st. The account was past due 51 days. The payment on the customers behalf came from LI Heap on April 8th. The account shows a zero balance since April 8th. Until the funds are received the customer remains responsible for the account balance.It appears that the customer spoke with our office after writing to the Revdex.com. We made a goodwill gesture and allowed the customer to chose a different price plan that was a Cap Price Agreement versus a Fixed. The Price contract however expired as it has not been returned. The customer is now off automatic delivery and can chose us or a different company the next time she needs fuel or service. We remain available and appreciative for her business.
In response to the Customer’s complaint, TLC is a 24/7 full service company. The Customer was scheduled at the earliest possible time; all morning appointments were completely filled with other emergency calls.
The customer signed up on October 15, 2015. The Cap price of the signed contract is $2.34/gal and the last two deliveries were made at $1.69/ppg. The Customer has received a lower price as the contract states. The Service contract has been removed from the account as requested.
Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
I am rejecting this response because:I strongly disagree with the author of this response from McMillen Paving. When I originally met with [redacted], the Estimator/Salesmen, he informed me that I would really love the finished product and that his company does excellent work. He inspected as well as measured the entire job site. He inquired at that time about the drains, we walked it out and look over the existing asphalt, drainage, etc. Again he stressed the expertise of his company.Well, in this case it is not so excellent. We continue to have low spots holding water as well as cracking. The "pre-existing conditions" the author speaks of did not have low spots. Nothing was ever mentioned about pre-existing conditions prior to the job being done by McMillen.McMillen crews removed the old asphalt and re-graded the sub-base prior to laying new asphalt. At the first rain I noticed we had low spots that were holding water and contacted McMillen.A call was made with several visits from supervisors from McMillen before [redacted] McMillen came out. on his second visit he brought [redacted] the supervisor. On that site visit [redacted] stated that the job appeared to be sub-par. He then suggested that we attempt the heat weld method to fill in the low spots. The statement was made that if this did not work (heat weld) he would make it right, even if it met tearing out and repaving. He wanted to try the heat weld and seal first which I agreed to. This did not work. Low spots holding water continued to persist. Numerous calls were made to [redacted] to re-inspect. These calls were made with messages left on his voice mail as well as speaking with a secretary. He had agreed to come back to inspect following the heat weld/sealing. That never happened. This is the first response I have received from McMillen over this three year period.I want to emphasize nothing was ever mentioned about the garage floor, drainage, or landscape walls prior to the job being completed.I paid for a job that would be satisfactory to both the customer and company. One that we both would be proud of, not sub-par. Needless to say I am disappointed and disgusted that [redacted] did not follow up and keep his word. This reflects a bad image for a major central Ohio company.Thank you in advance for your follow up. I look forward to hearing from you.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:The service contract should NOT be terminated. That is a 12 month contract that I paid for in full back in August 2015 and is not set to expire until August 2016. If terminated then I should be credited for the remaining months not used. I paid $291.40 for this service contract. The service contract and the oil delivery contract are 2 separate items.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
HOP Energy, LLC ([redacted] market rate or retail rate
should be in line with the average retail rate in the state of CT as listed in
the State of CT DEEP website. http://www.ct.gov/deep/cwp/view.asp?a=4405&Q=481616&deepNav_GID=2121⇄ />
The huge discrepancy between their automatic delivery
service price and their COD pricing does not make any sense at all. There
should be oversight controls over this type of price gouging.
Example: HOP Energy, LLC – their prevailing retail
rate on 12-23-15- $2.999 and their COD rate almost 50% less- $1.599
Sincerely,
[redacted]
After researching this account we do believe the customer received her 100
gallon delivery. Please see below:
Driver has
delivered oil to the residence 3 previous times and is familiar with the house
and the fill pipe.
The...
GPS on
the truck matched exactly with the location that was delivered to on 3 previous
occasions.
According to
the K Factor which tracks the oil use of each customer, it shows that she
would’ve had to have received the 100 gallons or she would’ve run out of oil at
the end of February. Customer states
there was between ¼ and ½ tank of oil which matches our calculation if she had
received the delivery.
The account will transition to a Service Only account; service contract to remain in effect until expiration in August, 2016. The customer will not receive additional oil deliveries.
We have reviewed Mr. [redacted] account and see he entered into our Capped agreements twice in 2015 (1/8/2015 -program fee $70.00 and 4/1/2015- program fee $140.00). The terms of our contract state "if our prevailing retail price for home heating oil drops below the Capped Priced...
during the Pricing Period then you will pay our prevailing retail price for home heating oil." Our retail price did not drop below the Capped Price during the timeframe Mr. [redacted] was under agreement (outside of the one delivery he mentioned in his complaint). [redacted] Express is a full service home heating oil company and our rates reflect 24/7 emergency service, worry free automatic delivery and experienced licensed heating and cooling service technicians. With that being said, we are sorry to see Mr. [redacted] leave us as a customer and as a good faith gesture have credited his account $210.00 (total for program fees). Thank you.Sincerely,Barbara [redacted]Customer Service Manager[redacted] Express [redacted]
Our response to Mr. [redacted]'s rejection is below We regret that Mr. [redacted] has rejected our response to his complaint but our position and explanation remains the same. [redacted] has and will honor the Cap Price Agreement. An executed copy of that agreement is attached. The fifth sentence down under the Capped Price Program states "If our prevailing retail price for home heating oil drops below the Capped Price during the price period then you will pay our prevailing price for home heating oil. If our prevailing price drops below the $2.499, then Mr. [redacted] will get a lower price. If the price goes higher, he pays no more than the $2.499. The cancellation language should the customer want to cancel the contract is covered in section 10 on page two.
Good afternoon,This dispute has been resolved.
In response to the complaint, the customer will be terminated per request. The $200.00 early termination fee will be deducted from the credit balance. The customer signed a Capped Pricing agreement in which the price per gallon would not be greater than $2.34. The last delivery was $1.99/gallon.
Revdex.com
Complaint #[redacted]
Account
#[redacted]
This Customer
has received five (5) deliveries since the capped contract was signed in
October. The October delivery was made
at $1.699 price per gallon, the November, December and January 11, 2016
deliveries were made at $2.29 price...
per gallon and the January 28, 2016
delivery was at $1.99 price per gallon. The current price per gallon on the account
is $1.99. [redacted] is a COD company
and the prices are different than a full service company. The Customer has been billed a lower amount
than the capped price as the contract stated.
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.
Sincerely,
[redacted]
Complaint
#[redacted]
In response
to Complaint #[redacted], the Service Manager has contacted the customer and
scheduled the service call for 8-12-15.
The original quote will be honored.
January 5, 2016
Revdex.com Complaint #[redacted]
Customer #[redacted]
In response
to the Customer’s complaint regarding the capped pricing plan and cancellation
of her account without a fee, her account has been closed with no outstanding
balance.
Mr. [redacted], let me try to make this as clear as possible for you and make sure I try to answer your complaints. Yes we will call customers before we deliver to them when they are on automatic delivery but not to renegotiate their price but rather to make them aware that a delivery is to be made in the next day for such reasons as leaving a gate open, to shut their unit off or maybe to leave the dog in. We also do not do this for the customer to decide weather they want a delivery or not as in the end we assume the responsibility should run out of oil. If your home freezes up due to our negligence we would be the responsible party. Also your account is continually adjusted to assure maximum deliveries for both parties. I also believe a message was left that we were going to make a delivery to you. In other words if you have pricing with us you need to be on automatic delivery and yes we will let you know we are coming but no we will not redo pricing and or stop your deliveries because of a call, that practice would be a "will call" account and we would not provide pricing to that type of customer. As far as your pricing goes our daily price is not set by the current daily mean so your $2.00 a gallon price back in October would have nothing to do with the contract you signed nor the cost of product we purchased on your behalf when you signed your agreement. Our prices are set by our corporate office based on many factors that I am sure are just as varied as any other company and or business and done under the same constraints, privacy and parameters that are necessary to stay in business. At this point I am sorry you are not satisfied with the pricing you agreed to but I will be glad to release you from that contract with no penalties, just let me know and I will see to it.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] my complaint is that when I was being sold the contract, the salesman was able to quote me a market price that was competitive with other local companies. Now that I have signed the contract I have been told that tlc does not have a set market price, and that it varies depending on the program you are in. If there is no set price then they are free to claim the price of oil is always greater than or equal to the capped price. I was misled by the salesman. I never would have agreed to this contract had he been honest about how tlc sets their pricing. Since I was lied to I would like to be released from the contract.
Complaint: [redacted]
I am rejecting this response because:
[redacted] did not provide invoice until demanded by a third party, invoice revealed thatpayments authorized were not processed by the company and it is because of this negligence that the account fell into past due status. I do not owe money to compensate for their mistakes.
Sincerely,
[redacted]
Response:Our customer has been on automatic delivery and it is also required under the price contract that she submitted in the terms and conditions, section two. The December delivery of 100 gallons was needed to keep her in fuel and heat. The previous delivery was Oct 16th and subsequent...
deliveries have been made on Jan 10th and February 13th. We hope the customer understands why we made the December delivery. The pricing concern does not appear to be a valid analysis or relative to the fixed price contract that the customer signed on Oct 28, 2014. This was a fixed price contract at $3.659 and we billed the customer the contract price per gallon. We secured the oil at the time of the agreement. That same contract stated our credit term which is payment in 30 days. There was an outstanding balance of $493 from the delivery on Feb 7th which is why written notice of the account being placed on delivery hold was mailed to the customer on March 31st. The account was past due 51 days. The payment on the customers behalf came from LI Heap on April 8th. The account shows a zero balance since April 8th. Until the funds are received the customer remains responsible for the account balance.It appears that the customer spoke with our office after writing to the Revdex.com. We made a goodwill gesture and allowed the customer to chose a different price plan that was a Cap Price Agreement versus a Fixed. The Price contract however expired as it has not been returned. The customer is now off automatic delivery and can chose us or a different company the next time she needs fuel or service. We remain available and appreciative for her business.
In response to the Customer’s complaint, TLC is a 24/7 full service company. The Customer was scheduled at the earliest possible time; all morning appointments were completely filled with other emergency calls.
The customer signed up on October 15, 2015. The Cap price of the signed contract is $2.34/gal and the last two deliveries were made at $1.69/ppg. The Customer has received a lower price as the contract states. The Service contract has been removed from the account as requested.
Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
I am rejecting this response because:I strongly disagree with the author of this response from McMillen Paving. When I originally met with [redacted], the Estimator/Salesmen, he informed me that I would really love the finished product and that his company does excellent work. He inspected as well as measured the entire job site. He inquired at that time about the drains, we walked it out and look over the existing asphalt, drainage, etc. Again he stressed the expertise of his company.Well, in this case it is not so excellent. We continue to have low spots holding water as well as cracking. The "pre-existing conditions" the author speaks of did not have low spots. Nothing was ever mentioned about pre-existing conditions prior to the job being done by McMillen.McMillen crews removed the old asphalt and re-graded the sub-base prior to laying new asphalt. At the first rain I noticed we had low spots that were holding water and contacted McMillen.A call was made with several visits from supervisors from McMillen before [redacted] McMillen came out. on his second visit he brought [redacted] the supervisor. On that site visit [redacted] stated that the job appeared to be sub-par. He then suggested that we attempt the heat weld method to fill in the low spots. The statement was made that if this did not work (heat weld) he would make it right, even if it met tearing out and repaving. He wanted to try the heat weld and seal first which I agreed to. This did not work. Low spots holding water continued to persist. Numerous calls were made to [redacted] to re-inspect. These calls were made with messages left on his voice mail as well as speaking with a secretary. He had agreed to come back to inspect following the heat weld/sealing. That never happened. This is the first response I have received from McMillen over this three year period.I want to emphasize nothing was ever mentioned about the garage floor, drainage, or landscape walls prior to the job being completed.I paid for a job that would be satisfactory to both the customer and company. One that we both would be proud of, not sub-par. Needless to say I am disappointed and disgusted that [redacted] did not follow up and keep his word. This reflects a bad image for a major central Ohio company.Thank you in advance for your follow up. I look forward to hearing from you.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:The service contract should NOT be terminated. That is a 12 month contract that I paid for in full back in August 2015 and is not set to expire until August 2016. If terminated then I should be credited for the remaining months not used. I paid $291.40 for this service contract. The service contract and the oil delivery contract are 2 separate items.
Sincerely,
[redacted]
Complaint: [redacted]⇄ />
The huge discrepancy between their automatic delivery
I am rejecting this response because:
HOP Energy, LLC ([redacted] market rate or retail rate
should be in line with the average retail rate in the state of CT as listed in
the State of CT DEEP website.
http://www.ct.gov/deep/cwp/view.asp?a=4405&Q=481616&deepNav_GID=2121
service price and their COD pricing does not make any sense at all. There
should be oversight controls over this type of price gouging.
Example: HOP Energy, LLC – their prevailing retail
rate on 12-23-15- $2.999 and their COD rate almost 50% less- $1.599
Sincerely,
[redacted]
Revdex.com Complaint #[redacted]
After researching this account we do believe the customer received her 100
gallon delivery. Please see below:
Driver has
delivered oil to the residence 3 previous times and is familiar with the house
and the fill pipe.
The...
GPS on
the truck matched exactly with the location that was delivered to on 3 previous
occasions.
According to
the K Factor which tracks the oil use of each customer, it shows that she
would’ve had to have received the 100 gallons or she would’ve run out of oil at
the end of February. Customer states
there was between ¼ and ½ tank of oil which matches our calculation if she had
received the delivery.