Complaint: [redacted]
I am rejecting this response because: I feel this is very unfair because the salesman told me don't worry Joe if the oil market drops you are protected and it will go down. I do not know where [redacted] gets their market price from. I have contacted 4 other companies and their word "cap" is a true cap price. if it goes down with the daily market price then the customer gets the lower price. I want out of this contract with NO cancellation fee. I am going to conytimue this process further. This is no way to treat a customer.
Sincerely,
[redacted]
[redacted]Sent: Wednesday, November 30, 2016 3:34 PM[redacted]Subject: Fw: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]y
[redacted]...
[redacted]HOP Response.We regret the long delay in responding to the no heat service call on October 27, 2016. We had made six deliveries of fuel prior to the date in question and all deliveries were completed within our gallonage forecast to keep the home with sufficient fuel in the oil tank. Upon investigation we now understand the cause source of the run out which caused the no heat situation was that when the new account had been set up it was not set up for how water use and therefore our delivery system did not have this as a scheduled deliver until a month later. The service tech who responded to the no heat call had a mechanical issue with his equipment hose that prevented him from being able to make a safe delivery hence a second service call was created. We are not sure in looking back as to why we had the time delay but October is the start up season when a lot of heaters that were not being used for hot water or heat come on for the first time. There is nothing in our internal log notes that sheds any light on the delay or speaks to a medical situation.Regardless of the above we should have been in better communication with our customer.
Revdex.com:
I have reviewed the response made by the business in...
reference to complaint ID [redacted], and find this resolution to be the best I will get as we disagree with the contract words "prevailing retail price". I was expecting the prevailing rate to be what the current price is for this area, they are telling me it means their prevailing rate. So, they can say the prevailing rate is anything they want it to be, because it is not stated in the contract how their prevailing rate is calculated. Bottom line, we can close this complaint as we agree to disagree. I told them that I thought they offered this contract as a way to increase customers, after I fulfill my contract obligations, I will be looking for a new oil dealer.
Sincerely, **
[redacted]
Complaint: [redacted]I am rejecting this response because:
My contract with the business had expired and I notified them I no longer wanted a delivery from them. They acknowledged my request and never told me they wanted the request in writing.Sincerely,[redacted]
Elgot completed 1 kitchen and 2 bathroom renovations for [redacted]. The latest is the 3rd or 4th complaint about Elgot to the Revdex.com (one of the complaints was from [redacted]'s lawyer). [redacted] continues to make false accusations against Elgot and is damaging Elgot's reputation. Elgot's attorney and the client's attorney have had communications about the matter and the case is in litigation.Elgot has been trying to reach a reasonable settlement with [redacted]. He continues to be unreasonable and does not want to pay more than $5,000 to settle the matter. [redacted] owes Elgot in excess of $30,000.Elgot has been family owned and operated for the past 70 years. As you will find in the Revdex.com records, Elgot always works with a client to resolve a dispute.Kind regards,Ellen E[redacted]
[redacted] 11252013
I am rejecting this response because I attached a copy of phone call where I was told they would have manager call to have oil pumped out! And by responders own admission he seen the string of emails himself and reviewed them. In which when I was told they could continue to deliver oil for contract price I said " why would I do that and I will contact you ( [redacted] ) if I want to sign a new contract " this clearly means I didn't want any more deliveries hence the " why would I do that!" So they obviously didn't review the matter very closely! Again certified by the first response only being hours from my intial complaint they really took time to look into it! They even goe back on their own word when responder states if they missed any email correspondence they would credit it all back yet they missed the whole conversation and point of it in the very string they claim they reviewed yet will not share! AGAIN THIS COMPANY ONLY CARES ABOUT FORCING THEIR OVERPRICED OIL ON PEOPLE WHO ARE NOT EVEN CUSTOMERS ANYMORE! Notice no responses to the overpriced issues they conveniently didn't reply to that! Anyway I have phone call recorded telling them to pick it up and this chain of complaint again letting them know to cone get their junk oil and they refused. I gave them amble chances and notifications that they would not be paid to come get it therefore I am not responsible by Delaware law for their discarded merchandise. They should have came and got it cause it's getting dumped now and they can try to sew me for it!
Sincerely,
[redacted]
Revdex.com
Complaint #[redacted]
Account #[redacted]
This Customer has been contacted by a Manager
and the issues stated in the complaint have been addressed. The account has been re-billed with correct
amounts and the service has been continued
[redacted] was on Cap pricing for 2.199 as he stated in his complaint. Other than the delivery he received in Feb 2016 for 1.999, the prevailing retail rate never went below his Cap. Mr. [redacted] was on a delivery hold until the end of September and we...
then delivered at the end of September (9/28/16). Our Loyalty Supervisor did speak with him yesterday and outlined that the low prices he has been seeing have been from COD companies. She explained that we are a full service company and suggested he visit [redacted] website which will show the state average which was 2.20 yesterday.I followed up with [redacted] today and left a voice message to let him we have adjusted the 75.00 as he requested and suggested if he is interested in COD pricing, our sister company, [redacted] will be happy to help him. Regards, [redacted]Customer Service ManagerAlliance Express
From: [redacted]] [redacted]
[redacted]
[redacted] Since filing my report with Revdex.com I've spoken to a representative at HOP Energy. They stated that they are writing off the bill. I have not received written...
proof of this being waived. Is there a way to place this complaint on hold pending they email me proof stating bill has been waived? Thank you, [redacted]
In the customers rejection he restates his allegations and rejects my response. I had stated that If I missed any e mail correspondence that I would credit off the $433.64 owed for the last delivery .I had credited $98.60 to address his price differential so the new balance owed is $335.04. I also offered to call his company on his behalf and seek a refund for him of his pre purchase payment. I have not received any new e mail correspondence nor a phone number to call to seek a refund on his behalf. I have no new information so our response is the same as the initial response. It is unfortunate that we have not been able to resolve this issue yet. He acknowledges calling on the day of the last delivery which is when we then took him off automatic delivery. We have no record of telling the customer that we would pump out the oil but we do understand that suck was his request. If the customer would send any documentation of his e mail to stopped delivery as well as his current suppliers phone number we will attempt to get this resolved to his satisfaction.
Revdex.com Complaint #[redacted]
Account #5675717
The customer did not sign a Capped price agreement. The Customer is on a variable rate which fluctuates daily. Six (6) oil deliveries were made between February, 2015 and December 31, 2015. The Customer has been charged varying rates between $1.49 per...
Complaint: [redacted]
I am rejecting this response because: at no time were we issues a credit to our account. I was told when I called to find out why the amount per gallon I was being charged that it was an introductory rate. At no time was I offered a credit to my account. Also when I called and 200.00, I spoke with a representative who when I told her all of my issues throughout the year transferred me to another associate. The woman I spoke after holding apologized and said that because of all of the issues she was going to waive the fee and I would be all set. I thanked her for all of her help and the call was disconnected. A few minutes later I got a call saying that we had been disconnected and he wanted to get me in touch with a representative to help me. I told him that I had no idea what he was talking because the person who I was on the phone with helped me and no one hung up on the other person. He said oh ok and the call was disconnected again. I have no idea where they are getting the answer I hung up on them!
Sincerely,
Tammy Sabados
In response to the Customer’s complaint, we have reviewed the account and determined that a refund of the $172.00 Early Termination Fee will be processed.
The account is terminated per request and the customer was offered a budget payment of $185.29/month until balance owed is paid in full. The pricing contract states the customer is responsible for cancelling automatic delivery if additional deliveries are not desired. The Customer is responsible for payment of balance.
The customer noted in his last sentence "you can close my complaint". Please close this complaint as requested by the customer. Our previous response remains our position. Thank you.
We have credited the customer account today for the amount requested of 490.87. Our records indicate that we should have made the delivery based upon our log notes and conversations the way we understood it. I see where we had miscommunications.
[redacted] Thank you for taking the time to write about your missed delivery. Please know, we make every attempt to meet our commitments to our customers, and are very sorry that didn't happen in this case. With that being said, when our Service Technician did arrive at your...
house he determined you did not have heat or hot water due to a broken igniter. He replaced the part and did not add oil, feeling you had enough oil in the tank until you received the 100 gallons you requested. We have since made the requested 100 gallon delivery.I have credited your account the diagnostic fee, which is $99.00 and have also credited another $25.00, for the missed delivery, totaling $124.00. The igniter charge is $205.00 for the part and is a correct charge, so that will remain on your account. Again, we apologize for this inconvenience. Please let me know if I can be of any further assistance. Thank you!Regards,[redacted]Customer Service ManagerOil Express
Complaint: [redacted]
I am rejecting this response because: I feel this is very unfair because the salesman told me don't worry Joe if the oil market drops you are protected and it will go down. I do not know where [redacted] gets their market price from. I have contacted 4 other companies and their word "cap" is a true cap price. if it goes down with the daily market price then the customer gets the lower price. I want out of this contract with NO cancellation fee. I am going to conytimue this process further. This is no way to treat a customer.
Sincerely,
[redacted]
After reviewing the account it has been determined that a refund in the amount of $211.64 will be issued to customer.
[redacted]Sent: Wednesday, November 30, 2016 3:34 PM[redacted]Subject: Fw: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]y
[redacted]...
[redacted]HOP Response.We regret the long delay in responding to the no heat service call on October 27, 2016. We had made six deliveries of fuel prior to the date in question and all deliveries were completed within our gallonage forecast to keep the home with sufficient fuel in the oil tank. Upon investigation we now understand the cause source of the run out which caused the no heat situation was that when the new account had been set up it was not set up for how water use and therefore our delivery system did not have this as a scheduled deliver until a month later. The service tech who responded to the no heat call had a mechanical issue with his equipment hose that prevented him from being able to make a safe delivery hence a second service call was created. We are not sure in looking back as to why we had the time delay but October is the start up season when a lot of heaters that were not being used for hot water or heat come on for the first time. There is nothing in our internal log notes that sheds any light on the delay or speaks to a medical situation.Regardless of the above we should have been in better communication with our customer.
Revdex.com:
I have reviewed the response made by the business in...
reference to complaint ID [redacted], and find this resolution to be the best I will get as we disagree with the contract words "prevailing retail price". I was expecting the prevailing rate to be what the current price is for this area, they are telling me it means their prevailing rate. So, they can say the prevailing rate is anything they want it to be, because it is not stated in the contract how their prevailing rate is calculated. Bottom line, we can close this complaint as we agree to disagree. I told them that I thought they offered this contract as a way to increase customers, after I fulfill my contract obligations, I will be looking for a new oil dealer.
Sincerely, **
[redacted]
Complaint: [redacted]I am rejecting this response because:
My contract with the business had expired and I notified them I no longer wanted a delivery from them. They acknowledged my request and never told me they wanted the request in writing.Sincerely,[redacted]
Elgot completed 1 kitchen and 2 bathroom renovations for [redacted]. The latest is the 3rd or 4th complaint about Elgot to the Revdex.com (one of the complaints was from [redacted]'s lawyer). [redacted] continues to make false accusations against Elgot and is damaging Elgot's reputation. Elgot's attorney and the client's attorney have had communications about the matter and the case is in litigation.Elgot has been trying to reach a reasonable settlement with [redacted]. He continues to be unreasonable and does not want to pay more than $5,000 to settle the matter. [redacted] owes Elgot in excess of $30,000.Elgot has been family owned and operated for the past 70 years. As you will find in the Revdex.com records, Elgot always works with a client to resolve a dispute.Kind regards,Ellen E[redacted]
[redacted] 11252013
I am rejecting this response because I attached a copy of phone call where I was told they would have manager call to have oil pumped out! And by responders own admission he seen the string of emails himself and reviewed them. In which when I was told they could continue to deliver oil for contract price I said " why would I do that and I will contact you ( [redacted] ) if I want to sign a new contract " this clearly means I didn't want any more deliveries hence the " why would I do that!" So they obviously didn't review the matter very closely! Again certified by the first response only being hours from my intial complaint they really took time to look into it! They even goe back on their own word when responder states if they missed any email correspondence they would credit it all back yet they missed the whole conversation and point of it in the very string they claim they reviewed yet will not share! AGAIN THIS COMPANY ONLY CARES ABOUT FORCING THEIR OVERPRICED OIL ON PEOPLE WHO ARE NOT EVEN CUSTOMERS ANYMORE! Notice no responses to the overpriced issues they conveniently didn't reply to that! Anyway I have phone call recorded telling them to pick it up and this chain of complaint again letting them know to cone get their junk oil and they refused. I gave them amble chances and notifications that they would not be paid to come get it therefore I am not responsible by Delaware law for their discarded merchandise. They should have came and got it cause it's getting dumped now and they can try to sew me for it!
Sincerely,
[redacted]
Revdex.com
Complaint #[redacted]
Account #[redacted]
This Customer has been contacted by a Manager
and the issues stated in the complaint have been addressed. The account has been re-billed with correct
amounts and the service has been continued
[redacted] was on Cap pricing for 2.199 as he stated in his complaint. Other than the delivery he received in Feb 2016 for 1.999, the prevailing retail rate never went below his Cap. Mr. [redacted] was on a delivery hold until the end of September and we...
then delivered at the end of September (9/28/16). Our Loyalty Supervisor did speak with him yesterday and outlined that the low prices he has been seeing have been from COD companies. She explained that we are a full service company and suggested he visit [redacted] website which will show the state average which was 2.20 yesterday.I followed up with [redacted] today and left a voice message to let him we have adjusted the 75.00 as he requested and suggested if he is interested in COD pricing, our sister company, [redacted] will be happy to help him. Regards, [redacted]Customer Service ManagerAlliance Express
From: [redacted]] [redacted]
[redacted]
[redacted] Since filing my report with Revdex.com I've spoken to a representative at HOP Energy. They stated that they are writing off the bill. I have not received written...
proof of this being waived. Is there a way to place this complaint on hold pending they email me proof stating bill has been waived? Thank you, [redacted]
In the customers rejection he restates his allegations and rejects my response. I had stated that If I missed any e mail correspondence that I would credit off the $433.64 owed for the last delivery .I had credited $98.60 to address his price differential so the new balance owed is $335.04. I also offered to call his company on his behalf and seek a refund for him of his pre purchase payment. I have not received any new e mail correspondence nor a phone number to call to seek a refund on his behalf. I have no new information so our response is the same as the initial response. It is unfortunate that we have not been able to resolve this issue yet. He acknowledges calling on the day of the last delivery which is when we then took him off automatic delivery. We have no record of telling the customer that we would pump out the oil but we do understand that suck was his request. If the customer would send any documentation of his e mail to stopped delivery as well as his current suppliers phone number we will attempt to get this resolved to his satisfaction.
Revdex.com Complaint #[redacted]
Account #5675717
The customer did not sign a Capped price agreement. The Customer is on a variable rate which fluctuates daily. Six (6) oil deliveries were made between February, 2015 and December 31, 2015. The Customer has been charged varying rates between $1.49 per...
gallon up to $3.19 gallon.
Complaint: [redacted]
I am rejecting this response because: at no time were we issues a credit to our account. I was told when I called to find out why the amount per gallon I was being charged that it was an introductory rate. At no time was I offered a credit to my account. Also when I called and 200.00, I spoke with a representative who when I told her all of my issues throughout the year transferred me to another associate. The woman I spoke after holding apologized and said that because of all of the issues she was going to waive the fee and I would be all set. I thanked her for all of her help and the call was disconnected. A few minutes later I got a call saying that we had been disconnected and he wanted to get me in touch with a representative to help me. I told him that I had no idea what he was talking because the person who I was on the phone with helped me and no one hung up on the other person. He said oh ok and the call was disconnected again. I have no idea where they are getting the answer I hung up on them!
Sincerely,
Tammy Sabados
In response to the Customer’s complaint, we have reviewed the account and determined that a refund of the $172.00 Early Termination Fee will be processed.
The account is terminated per request and the customer was offered a budget payment of $185.29/month until balance owed is paid in full. The pricing contract states the customer is responsible for cancelling automatic delivery if additional deliveries are not desired. The Customer is responsible for payment of balance.
The customer noted in his last sentence "you can close my complaint". Please close this complaint as requested by the customer. Our previous response remains our position. Thank you.
In response to the rejection, the Early Termination Fee will be lowered by 50% to $100.00.
We have credited the customer account today for the amount requested of 490.87. Our records indicate that we should have made the delivery based upon our log notes and conversations the way we understood it. I see where we had miscommunications.
[redacted] Thank you for taking the time to write about your missed delivery. Please know, we make every attempt to meet our commitments to our customers, and are very sorry that didn't happen in this case. With that being said, when our Service Technician did arrive at your...
house he determined you did not have heat or hot water due to a broken igniter. He replaced the part and did not add oil, feeling you had enough oil in the tank until you received the 100 gallons you requested. We have since made the requested 100 gallon delivery.I have credited your account the diagnostic fee, which is $99.00 and have also credited another $25.00, for the missed delivery, totaling $124.00. The igniter charge is $205.00 for the part and is a correct charge, so that will remain on your account. Again, we apologize for this inconvenience. Please let me know if I can be of any further assistance. Thank you!Regards,[redacted]Customer Service ManagerOil Express
Good afternoon - after reviewing the account, HOP Energy will rebill that delivery at a price of $1.89/gallon.