Below is our response to the customer. I have copied the customer in on the resolution. The customer is correct in her anticipation that the second year Silver Service Plan was included with the installation proposal given the wording used by our salesmen. She should not have to pay the...
$359. I also have an issue as to with the customers understanding of why she was billed the $99 and what caused the leak. I am placing a credit on the account for $458 and provide the explanations below. $359 Silver Heating Contract charge: We should have invoiced the customer in October 2015, one year from installation for the $359 price of the Silver Heating Agreement but we did not. We failed to set up that renewal date in our installation department so when that month service agreement renewals were run as well as subsequent months, it never got billed. Had it been billed, the issue would have come up prior to the need to replace the blower motor repair which was 16 months from the installation. It was not until the break down that apparently the mistake was caught on our part about it not being billed. We then compounded the surprise by presenting an either or choice. My apology. $99 Charge and relationship to the plenum leak. A plenum is tin work (metal) that connects the top of the furnace to the existing home duct work. On heat mode the combustion gases are passed over tubes in side of the furnace box. The blower motor circulates air from the rooms back over these hot tubes which causes that air to be heater and then moves up into the home. There is no water involved. When air conditioning is used, an A coil or evaporator coil is placed at the top of the furnace box and cold air is circulated into these tubes. As the blower motor brings the return air into the furnace box, that air passes over these cold tubes and provides cold air for the home. The only water or refrigerant is inside the coil tubes. The coil was found to be rusted and leaking. The plenum modification would not have been needed if we could have found a furnace to match the identical size of the existing furnace. We just would have removed the existing plenum, removed the A coil for the ac from the top of the furnace box, removed the old furnace, installed the new furnace, reconnect the A coil (air conditioning) and reconnected the plenum. Because the new furnace was not the same size, the process explained was the same but the plenum had to be modified for the new dimensions. The plenum modification had no impact on the rusting of the A coil which is where the water came from. We could not have seen the condition of the A coil when the replacement of the oil heat furnace was sold. We should have seen the rust on the day of installation and advised the customer. It is normally better to replace both system at the same time as they share common parts. There is also repetitive labor if you do one now and the other later. If this was not communicated we can still address replacing the AC and I will make the necessary reductions in price so that the customer would have no additional expense as if both were done together.
I will start out by saying that yes we did overfill the oil tank which, could be a lack of attention by our driver or a situation with the vent alarm used to tell the driver when he needs to stop filling the tank. I would assure you that we would not be filling the tank again without having this...
checked out first to assure this doesn't happen again. I will also like to comment on the statements in the order they were stated in the complaint. We came to clean up the overfill at the [redacted] home and one gallon of oil was removed from the tank to assure it wouldn't continue to come out. That was the one gallon credit as no one ever called this office to talk about damaged toys, sports equipment or anything else. Our tech removed and cleaned some things at the time of his visit and left word that we would come back in a week or so to finish cleaning up so if the are damages beyond the scope of what has been presented a call to the delivery manager Yvette R[redacted] would of been appropriate. As far as the other service calls in March, yes a delivery was made on March 17th and yes a service call was placed for March 25th, eight days later. Yes we came out and checked out the unit unfortunately we had to come back on March 31st and fixed the problem as some times it takes more than one trip when the problem isn't a constant. Both calls were placed by the customer, which we still have records of and I am a little confused, as, if the call was placed and we went out and the house was open with other workers working there and we fixed the problem I am not sure what was wrong. As far as the cost [redacted] is quite aware that the services provided at his residence were well in excess of $900 and that we sold him a service contract and covered all the repairs under the contract saving him at least half of the expense. Also the "its not my fault " attitude, statement, I am not sure what is meant. I am not sure how a mechanical item breaking is any ones fault unless intentionally broken, which, I am sure is not the case. As far as our CSR's being rude I can assure you that that will never be the case as I have listened to the calls and that was not the case. Reaching the desired settlement, I will be glad to release [redacted] from his contract with us but that will involve one of two things happening there will be no refund for the existing service contract or we can refund it and bill out the work already performed which would more than double his liability. I am always willing to work with any and all customers and meet them at least half way or better if they want to be reasonable if we are truly at fault but we all need to be on the same page. I also have no idea where calls are being placed but our phone number here is ###-###-#### and any number of managers would be glad to speak to [redacted] if he is uncomfortable speaking to customer service. I personally called the supplied daytime number today but it went to voicemail. I do understand that an overfill can be a uncomfortable situation but we are willing to work with him if he called.
Mr. [redacted], I am not sure if you are aware of this or not but Kaufman Fuel is a branch of HOP energy and in that we are we have certain rules and regulations that we have to follow that are put in place by our corporate office but there are also requirements that are put in place by the state of...
Connecticut in the form of laws. I will also say that in this branch I instruct all of our employees to treat our customers the way they would want to be treated, in other words put yourself in their shoes. The problem with this practice is that there is an expectation that there will be an understanding between both parties, if you will, that this is a two way street and unfortunately that is not always the case. In response to your problems let me resolve them in the following manner. I can assure you that your account has been terminated. I will see that there will be no further marketing to you as I am sure you would never want to do business with a company that displays a pattern of deception and finally I will have your delivery rebilled at $1.899 your COD price for that day and send you a new invoice. Len S[redacted]
In response
to Revdex.com Complaint #[redacted], the last oil delivery of 148.80 gallons will be
re-billed at $1.649 per gallon. The
Customer’s account has been terminated per his request.
[redacted] first terminated his account with us in the summer of 2015 due to price but was not obligated to pay an early termination fee because he was not signed up in any pricing contract. He chose to return as a customer of ours during the winter of 2016; again, profiting from our New Customer...
Prices. Now that the summer months are amongst us, he again chose to terminate his account. The pricing contract, which he signed, clearly states that should an account be terminated prior to the end of the pricing period, you will be charged an early termination fee. [redacted] requested a COD (Cash on Delivery) price of 2.099. DDLC Energy is not a COD company, we are a full service company. Since we would like to put this issue to rest, we agree to waive the early termination fee, totaling $121.79.
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]
The account will be terminated per Customer’s request without an Early Termination Fee. The balance of $278.28 is due. The COD [redacted] Company ####-###-####.
Complaint: [redacted]
I am rejecting this response because: I had spoken to them to make sure that my contract and all business ties with them were over. I explained very clearly that I no longer needed their services. I was told that " it would be noted " that our automatic delivery contract was over. They did, however, try to keep my business by offering me lower rates (as they are trying to do now) but I refused. This is, in fact, exactly how it happened. On this I stand firm.
Sincerely,
[redacted]
Below is our response Mr. [redacted] was a customer of our COD oil only company. He converted his account to our Full service company in June of this year. He took advantage of a promotion where in he received a special discounted price on his first fill and then a Capped...
Price of $2.499 for the balance of the year. That was also a special cap as it was lower than our prevailing cap price. He entered into a one year price agreement. If our posted price for new accounts goes below $2.499, Mr. [redacted] will received that lower price. We see where he spoke to three of our customer service representatives. One was to correct the pricing on his first delivery which was done and the second was to request to go back to being a COD accounts. Mr. [redacted] was not happy with the $2.499 and wanted a lower price which we offer in our COD company. The Cap Price agreement executed by Mr. [redacted] was explained by our sales person as well as three of our customer service people. Based upon that agreement, we secured the oil, incurred the cost of setting up the new accounts plus the promotional discounts. If he chooses to go back to our COD company he can. There is a termination fee to cancel his contract. We respectively decline Mr. [redacted]'s request. The agreement does not let allow him to determine the fair market value.
This account has been researched again and the
following was explained to the customer by his Sales Representative: (1) the variable was $2.699/gal and prices had
been rising since he first signed up. (2) TLC is a Full Service Company, COD
companies charge less because they do not provide full service to their
customers. (3) The Customer is receiving New Customer pricing for the first
year. Our current market price
fluctuates daily. As the contract
states, there will be an early termination fee of $200.00. The early termination fee will be prorated
based on remaining gallons to be delivered.
If the customer would like to terminate the account, a request in
writing must be received and the Early Termination fee will be charged.
Revdex.com Complaint
#10589745
The Customer
signed a Capped Pricing Agreement for the period of 3-16-15 to 3-31-16. Within the agreement it states that “if our
prevailing retail price for home heating oil drops below the Capped Price (2.69/gal)
during the Pricing Period, then you will pay our prevailing retail price for
the home heating oil.” Our current market price fluctuates daily. As the contract states, there will be an
early termination fee of $200.00. The
early termination fee will be prorated based on remaining gallons to be
delivered. If the customer would like to
terminate the account, a request in writing must be received and the Early
Termination fee will be charged.
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 so much for your assistance.Thank you [redacted] as well, I appreciate you working with me. I would have sent a request in writing if I was informed (as I was and did after I called about this last fill). I will forward payment in full as soon as possible. I'm sorry I could not find your email to cc my response, I hope the Revdex.com forwards it to you.Again, thank you everyone for you help, it is greatly appreciated.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: signed variable and fixed contract, nowhere in the fixed does it say it takes precedence over previous one.Sincerely,[redacted]
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]
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 and the matter has been resolved.
Sincerely,
[redacted]
After reviewing the complaint We scheduled a technician to go out to the location. The technician found that the chimney liner was not installed and a new chimney liner will be installed November 20th free of charge.
McMillen Paving & Sealing, Inc. did replace Mr. [redacted]'s driveway in 2011. When he brought to our attention that there was an area that wasn't draining water very well, we did go to the site to inspect. At that time I informed Mr. [redacted] that he has a pre existing condition that makes the...
pavement under his deck and exiting his garage very flat. I agreed to use a heat weld method to try to achieve more fall, but I told him that this was a shot in the dark given that we cannot change his garage floor elevation or the outlet drain elevations in his landscape wall on the opposite side of the driveway. I believe when we heat welded the driveway, we did improve the situation as much as was possible. I also agreed to sealcoat the pavement for him for free to so the heat welds would not be visible. There is no way to do anything more to improve the slope of this area unless Mr. [redacted] would like to engage us to remove his wall, and lower the discharge area for the water. This was not in the original scope of work. As far as driveway cracks, this is a common occurrence in flexible pavement, it should be addressed as a regularly scheduled maintenance procedure of crack sealing and pavement coating roughly every 2-3 years depending on the harshness of our winters and driveway use. I believe we have performed everything we were contracted to do as well as went above and beyond in assisting the client with a potential remedy for his pre existing condition as it relates to garage floor elevation and water outlet elevation. McMillen Paving did not install either of those items.
response because:The issues have continued after this last adjustment. I have again asked to have a note put on my account not to deliver oil with no response but a hang up on my voicemail.Jiat like last month, I again paid my bill the day it was due yet it didn't post until 6:00am the next day. I am sure this will result a late charge due to their system issues and not my failure to pay on time.I have a cap contract however their pricing continues to be much higher than the other local companies. Last delivery I was charged 1.99/gallon while the local average was 1.59/gallon. I believe that this price gouging due to the rapidly dropping price of oil. I do not trust this company or their business practices. I do not want them on my property again and I again am requesting to be released from this contract without penalty.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I am not sure what this contract would entail. I would like the 1.99 price and whats in the contract. Thank you
Sincerely,
[redacted]
Below is the response to the customers complaint. I have copied in [redacted] and want him to know that [redacted] we will reach out to him to bring closure. We regret any miss understanding that may have occurred here. The customer's statement said "My contract with this company was over at the...
end of last year. I made it very clear by e mail and phone that I would never do business with this company again" My review below does not indicate that this was done until after the 3/18/16 delivery .If I missed any e mail correspondence from [redacted], I apologize and will credit off the $433.64 owed on the last delivery. Customer states that he could have gotten oil at 50 cents a gallon less. I have placed a credit on the account for $98.60. The oil was delivered because by our degree days system indicated to us that it was due for a delivery. We delivered 197 gallons while a day prior he ordered 180 gallons. Seems to be no disagreement that he was due for oil which answers the question of why did we delivery. Perhaps the customer did not understand that the expiration of the price agreement did not terminate the automatic delivery. If he had told us, than the mistake is on us.Since the company that he pre paid $305.27 to delivery the 180 gallons of oil can not deliver the oil as the tank is full. They should refund his money as he will not need oil until much later next fall. If this is a problem, I would be happy to call that company and if I can not resolve that issue on the customer's behalf, I will provide no interest credit terms that are agreeable with the customer. Background: The customer had a Cap Price Agreement from 1/24/15 thru 1/31/16. A requirement of this agreement was that the customer remain on automatic delivery. The Agreement also stated that upon expiration the customer would remain on automatic delivery until notice of cancellation was given of their desire to stop deliveries. We do not want to run customers out of oil especially in the winter time and run the risk of a home freezing upon over miscommunication. This contract was not over last year as it did not expire until 1/31/16. The customer does not provide the date of those mails.Our records indicate and I have reviewed a string of e mail that started on 1/21/15 through several days. Those e mails were about price concerns, thinking of signing a new price agreement and questioning why he could not get a lower price. There were no words, indication or comment about stopping automatic delivery.I have checked our internal log notes of conversations which were consistent with the e mails.We do not show any other correspondence with the customer until after the delivery on 3/18/16.
In October 2016 [redacted] contract was renewing and he elected not continue with a CAP Plan during this time because rates were low, thus continuing on a Variable Rate plan. On January 3, 2016 [redacted] called our office and was offere[redacted]...
@ 900 gallons. The next day, [redacted] elected to terminate his account. During this time, he disputed his December 26, 2016 delivery of 1[redacted]. We offered a $100.00 credit towards that delivery with a CAP contract at 2.699; he refused. Today, we will offer [redacted] the December 26, 2016 delivery for 19[redacted]. If accepted I will apply a delivery credit of $236.64 towards that delivery.
Below is our response to the customer. I have copied the customer in on the resolution. The customer is correct in her anticipation that the second year Silver Service Plan was included with the installation proposal given the wording used by our salesmen. She should not have to pay the...
$359. I also have an issue as to with the customers understanding of why she was billed the $99 and what caused the leak. I am placing a credit on the account for $458 and provide the explanations below. $359 Silver Heating Contract charge: We should have invoiced the customer in October 2015, one year from installation for the $359 price of the Silver Heating Agreement but we did not. We failed to set up that renewal date in our installation department so when that month service agreement renewals were run as well as subsequent months, it never got billed. Had it been billed, the issue would have come up prior to the need to replace the blower motor repair which was 16 months from the installation. It was not until the break down that apparently the mistake was caught on our part about it not being billed. We then compounded the surprise by presenting an either or choice. My apology. $99 Charge and relationship to the plenum leak. A plenum is tin work (metal) that connects the top of the furnace to the existing home duct work. On heat mode the combustion gases are passed over tubes in side of the furnace box. The blower motor circulates air from the rooms back over these hot tubes which causes that air to be heater and then moves up into the home. There is no water involved. When air conditioning is used, an A coil or evaporator coil is placed at the top of the furnace box and cold air is circulated into these tubes. As the blower motor brings the return air into the furnace box, that air passes over these cold tubes and provides cold air for the home. The only water or refrigerant is inside the coil tubes. The coil was found to be rusted and leaking. The plenum modification would not have been needed if we could have found a furnace to match the identical size of the existing furnace. We just would have removed the existing plenum, removed the A coil for the ac from the top of the furnace box, removed the old furnace, installed the new furnace, reconnect the A coil (air conditioning) and reconnected the plenum. Because the new furnace was not the same size, the process explained was the same but the plenum had to be modified for the new dimensions. The plenum modification had no impact on the rusting of the A coil which is where the water came from. We could not have seen the condition of the A coil when the replacement of the oil heat furnace was sold. We should have seen the rust on the day of installation and advised the customer. It is normally better to replace both system at the same time as they share common parts. There is also repetitive labor if you do one now and the other later. If this was not communicated we can still address replacing the AC and I will make the necessary reductions in price so that the customer would have no additional expense as if both were done together.
I will start out by saying that yes we did overfill the oil tank which, could be a lack of attention by our driver or a situation with the vent alarm used to tell the driver when he needs to stop filling the tank. I would assure you that we would not be filling the tank again without having this...
checked out first to assure this doesn't happen again. I will also like to comment on the statements in the order they were stated in the complaint. We came to clean up the overfill at the [redacted] home and one gallon of oil was removed from the tank to assure it wouldn't continue to come out. That was the one gallon credit as no one ever called this office to talk about damaged toys, sports equipment or anything else. Our tech removed and cleaned some things at the time of his visit and left word that we would come back in a week or so to finish cleaning up so if the are damages beyond the scope of what has been presented a call to the delivery manager Yvette R[redacted] would of been appropriate. As far as the other service calls in March, yes a delivery was made on March 17th and yes a service call was placed for March 25th, eight days later. Yes we came out and checked out the unit unfortunately we had to come back on March 31st and fixed the problem as some times it takes more than one trip when the problem isn't a constant. Both calls were placed by the customer, which we still have records of and I am a little confused, as, if the call was placed and we went out and the house was open with other workers working there and we fixed the problem I am not sure what was wrong. As far as the cost [redacted] is quite aware that the services provided at his residence were well in excess of $900 and that we sold him a service contract and covered all the repairs under the contract saving him at least half of the expense. Also the "its not my fault " attitude, statement, I am not sure what is meant. I am not sure how a mechanical item breaking is any ones fault unless intentionally broken, which, I am sure is not the case. As far as our CSR's being rude I can assure you that that will never be the case as I have listened to the calls and that was not the case. Reaching the desired settlement, I will be glad to release [redacted] from his contract with us but that will involve one of two things happening there will be no refund for the existing service contract or we can refund it and bill out the work already performed which would more than double his liability. I am always willing to work with any and all customers and meet them at least half way or better if they want to be reasonable if we are truly at fault but we all need to be on the same page. I also have no idea where calls are being placed but our phone number here is ###-###-#### and any number of managers would be glad to speak to [redacted] if he is uncomfortable speaking to customer service. I personally called the supplied daytime number today but it went to voicemail. I do understand that an overfill can be a uncomfortable situation but we are willing to work with him if he called.
Mr. [redacted], I am not sure if you are aware of this or not but Kaufman Fuel is a branch of HOP energy and in that we are we have certain rules and regulations that we have to follow that are put in place by our corporate office but there are also requirements that are put in place by the state of...
Connecticut in the form of laws. I will also say that in this branch I instruct all of our employees to treat our customers the way they would want to be treated, in other words put yourself in their shoes. The problem with this practice is that there is an expectation that there will be an understanding between both parties, if you will, that this is a two way street and unfortunately that is not always the case. In response to your problems let me resolve them in the following manner. I can assure you that your account has been terminated. I will see that there will be no further marketing to you as I am sure you would never want to do business with a company that displays a pattern of deception and finally I will have your delivery rebilled at $1.899 your COD price for that day and send you a new invoice. Len S[redacted]
Revdex.com Complaint #[redacted]
Acct #[redacted]
In response
to Revdex.com Complaint #[redacted], the last oil delivery of 148.80 gallons will be
re-billed at $1.649 per gallon. The
Customer’s account has been terminated per his request.
[redacted] first terminated his account with us in the summer of 2015 due to price but was not obligated to pay an early termination fee because he was not signed up in any pricing contract. He chose to return as a customer of ours during the winter of 2016; again, profiting from our New Customer...
Prices. Now that the summer months are amongst us, he again chose to terminate his account. The pricing contract, which he signed, clearly states that should an account be terminated prior to the end of the pricing period, you will be charged an early termination fee. [redacted] requested a COD (Cash on Delivery) price of 2.099. DDLC Energy is not a COD company, we are a full service company. Since we would like to put this issue to rest, we agree to waive the early termination fee, totaling $121.79.
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]
The account will be terminated per Customer’s request without an Early Termination Fee. The balance of $278.28 is due. The COD [redacted] Company ####-###-####.
Complaint: [redacted]
I am rejecting this response because: I had spoken to them to make sure that my contract and all business ties with them were over. I explained very clearly that I no longer needed their services. I was told that " it would be noted " that our automatic delivery contract was over. They did, however, try to keep my business by offering me lower rates (as they are trying to do now) but I refused. This is, in fact, exactly how it happened. On this I stand firm.
Sincerely,
[redacted]
Below is our response Mr. [redacted] was a customer of our COD oil only company. He converted his account to our Full service company in June of this year. He took advantage of a promotion where in he received a special discounted price on his first fill and then a Capped...
Price of $2.499 for the balance of the year. That was also a special cap as it was lower than our prevailing cap price. He entered into a one year price agreement. If our posted price for new accounts goes below $2.499, Mr. [redacted] will received that lower price. We see where he spoke to three of our customer service representatives. One was to correct the pricing on his first delivery which was done and the second was to request to go back to being a COD accounts. Mr. [redacted] was not happy with the $2.499 and wanted a lower price which we offer in our COD company. The Cap Price agreement executed by Mr. [redacted] was explained by our sales person as well as three of our customer service people. Based upon that agreement, we secured the oil, incurred the cost of setting up the new accounts plus the promotional discounts. If he chooses to go back to our COD company he can. There is a termination fee to cancel his contract. We respectively decline Mr. [redacted]'s request. The agreement does not let allow him to determine the fair market value.
Revdex.com
Complaint #[redacted]
This account has been researched again and the
following was explained to the customer by his Sales Representative: (1) the variable was $2.699/gal and prices had
been rising since he first signed up. (2) TLC is a Full Service Company, COD
companies charge less because they do not provide full service to their
customers. (3) The Customer is receiving New Customer pricing for the first
year. Our current market price
fluctuates daily. As the contract
states, there will be an early termination fee of $200.00. The early termination fee will be prorated
based on remaining gallons to be delivered.
If the customer would like to terminate the account, a request in
writing must be received and the Early Termination fee will be charged.
Revdex.com Complaint
#10589745
The Customer
signed a Capped Pricing Agreement for the period of 3-16-15 to 3-31-16. Within the agreement it states that “if our
prevailing retail price for home heating oil drops below the Capped Price (2.69/gal)
during the Pricing Period, then you will pay our prevailing retail price for
the home heating oil.” Our current market price fluctuates daily. As the contract states, there will be an
early termination fee of $200.00. The
early termination fee will be prorated based on remaining gallons to be
delivered. If the customer would like to
terminate the account, a request in writing must be received and the Early
Termination fee will be charged.
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 so much for your assistance.Thank you [redacted] as well, I appreciate you working with me. I would have sent a request in writing if I was informed (as I was and did after I called about this last fill). I will forward payment in full as soon as possible. I'm sorry I could not find your email to cc my response, I hope the Revdex.com forwards it to you.Again, thank you everyone for you help, it is greatly appreciated.
Sincerely,
[redacted]
Complaint: [redacted]I am rejecting this response because: signed variable and fixed contract, nowhere in the fixed does it say it takes precedence over previous one.Sincerely,[redacted]
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]
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 and the matter has been resolved.
Sincerely,
[redacted]
After reviewing the complaint We scheduled a technician to go out to the location. The technician found that the chimney liner was not installed and a new chimney liner will be installed November 20th free of charge.
McMillen Paving & Sealing, Inc. did replace Mr. [redacted]'s driveway in 2011. When he brought to our attention that there was an area that wasn't draining water very well, we did go to the site to inspect. At that time I informed Mr. [redacted] that he has a pre existing condition that makes the...
pavement under his deck and exiting his garage very flat. I agreed to use a heat weld method to try to achieve more fall, but I told him that this was a shot in the dark given that we cannot change his garage floor elevation or the outlet drain elevations in his landscape wall on the opposite side of the driveway. I believe when we heat welded the driveway, we did improve the situation as much as was possible. I also agreed to sealcoat the pavement for him for free to so the heat welds would not be visible. There is no way to do anything more to improve the slope of this area unless Mr. [redacted] would like to engage us to remove his wall, and lower the discharge area for the water. This was not in the original scope of work. As far as driveway cracks, this is a common occurrence in flexible pavement, it should be addressed as a regularly scheduled maintenance procedure of crack sealing and pavement coating roughly every 2-3 years depending on the harshness of our winters and driveway use. I believe we have performed everything we were contracted to do as well as went above and beyond in assisting the client with a potential remedy for his pre existing condition as it relates to garage floor elevation and water outlet elevation. McMillen Paving did not install either of those items.
Complaint: [redacted]
I am rejecting this...
response because:The issues have continued after this last adjustment. I have again asked to have a note put on my account not to deliver oil with no response but a hang up on my voicemail.Jiat like last month, I again paid my bill the day it was due yet it didn't post until 6:00am the next day. I am sure this will result a late charge due to their system issues and not my failure to pay on time.I have a cap contract however their pricing continues to be much higher than the other local companies. Last delivery I was charged 1.99/gallon while the local average was 1.59/gallon. I believe that this price gouging due to the rapidly dropping price of oil. I do not trust this company or their business practices. I do not want them on my property again and I again am requesting to be released from this contract without penalty.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I am not sure what this contract would entail. I would like the 1.99 price and whats in the contract. Thank you
Sincerely,
[redacted]
Below is the response to the customers complaint. I have copied in [redacted] and want him to know that [redacted] we will reach out to him to bring closure. We regret any miss understanding that may have occurred here. The customer's statement said "My contract with this company was over at the...
end of last year. I made it very clear by e mail and phone that I would never do business with this company again" My review below does not indicate that this was done until after the 3/18/16 delivery .If I missed any e mail correspondence from [redacted], I apologize and will credit off the $433.64 owed on the last delivery. Customer states that he could have gotten oil at 50 cents a gallon less. I have placed a credit on the account for $98.60. The oil was delivered because by our degree days system indicated to us that it was due for a delivery. We delivered 197 gallons while a day prior he ordered 180 gallons. Seems to be no disagreement that he was due for oil which answers the question of why did we delivery. Perhaps the customer did not understand that the expiration of the price agreement did not terminate the automatic delivery. If he had told us, than the mistake is on us.Since the company that he pre paid $305.27 to delivery the 180 gallons of oil can not deliver the oil as the tank is full. They should refund his money as he will not need oil until much later next fall. If this is a problem, I would be happy to call that company and if I can not resolve that issue on the customer's behalf, I will provide no interest credit terms that are agreeable with the customer. Background: The customer had a Cap Price Agreement from 1/24/15 thru 1/31/16. A requirement of this agreement was that the customer remain on automatic delivery. The Agreement also stated that upon expiration the customer would remain on automatic delivery until notice of cancellation was given of their desire to stop deliveries. We do not want to run customers out of oil especially in the winter time and run the risk of a home freezing upon over miscommunication. This contract was not over last year as it did not expire until 1/31/16. The customer does not provide the date of those mails.Our records indicate and I have reviewed a string of e mail that started on 1/21/15 through several days. Those e mails were about price concerns, thinking of signing a new price agreement and questioning why he could not get a lower price. There were no words, indication or comment about stopping automatic delivery.I have checked our internal log notes of conversations which were consistent with the e mails.We do not show any other correspondence with the customer until after the delivery on 3/18/16.
In October 2016 [redacted] contract was renewing and he elected not continue with a CAP Plan during this time because rates were low, thus continuing on a Variable Rate plan. On January 3, 2016 [redacted] called our office and was offere[redacted]...
@ 900 gallons. The next day, [redacted] elected to terminate his account. During this time, he disputed his December 26, 2016 delivery of 1[redacted]. We offered a $100.00 credit towards that delivery with a CAP contract at 2.699; he refused. Today, we will offer [redacted] the December 26, 2016 delivery for 19[redacted]. If accepted I will apply a delivery credit of $236.64 towards that delivery.