Complaint: [redacted]
I am rejecting this response...
because:Not only did not give permission for this delivery, this company continues to over charge for service.
I recently purchased oil at $1:40 per gallon. I will not pay $2/per gal for that delivery, especially when I asked them not to deliver anymore oil to my address.For the unauthorized delivery on 12/14/15 I will be kind enough to offer $1:00/per gal as this is the company's 2nd unauthorized delivery.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I would rather keep the contract and overpay the $40 or so on my next delivery then pay the $200 fee. The contract was a for Cap Price protection, or the current market rate. The current market rate is $1.69, you are charging 20% over the market rate. I will just wait until the contract is over and I will not use [redacted] again.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
My research shows the following: *1st delivery not billed at first fill price because this pricing was not set up correctly & delivery credit issued in response to customer calling to complain. *Customer under the assumption she is on a 3-month delivery schedule. We do not have specific...
schedules as such. *Customer states she agreed to billing of 4 weeks not 3 weeks. We do not have customized billing; all bills are due within 25 days of service as indicated on the billing terms of every invoice and statement on the back. *Called for equipment quote, not happy it took a week to be contacted by Equip sales rep, asked for an itemized quote was told it would be provided if she signed the install contract. Usually quotes are given within a few days if not quoted at the house at the time of the appointment. We never breakdown our itemized costs to customers. We give them a fair price to furnish and install whatever it is we are installing. We also may have referenced a $100 discount if they were to purchase a new unit. In reference to getting the labor covered because they had a contract, we don't offer any free labor on any installation sale. *Customer called to cancel account & was informed of the $200 ETF & that it would be waived and she would not receive any more deliveries. Customer hung up on the rep. *Acct released from delivery stop and delivery made. *Service contract was removed and credited from account when terminated *Customer called made payment and cancelled acct
Complaint: [redacted]
I am rejecting this response because:I accept that my [redacted] account will transition to a Service Only account; service contract to remain in effect until expiration in August, 2016. I take issue with the following: "The customer will not receive additional oil deliveries." I am fine with discontinuing deliveries by [redacted] but I want to revert to using your affiliate, [redacted] as I have done for years prior to entering into this contract with [redacted]. I attempted to place an order with [redacted] this morning and it would not complete my order and stated that my account is locked.I was a long-time [redacted] customer that transitioned to [redacted]'s affiliate [redacted] for the past several years before going back to [redacted] in August 2015 to give it a second chance. The fact that we are terminating our contract due to misunderstandings communicated between the [redacted] salesman Walt and me should not prohibit me from continuing my business relationship with [redacted]. I want my [redacted] account to be unlocked so I can place oil deliveries as needed through [redacted]. So if my [redacted] account it reset and unlocked, my [redacted] oil deliveries are stopped without the early cancellation penalty and my [redacted] service plan contract remains in effect without reprisal until August 2016, then I would be happy to close this dispute.Sincerely, [redacted]
Sincerely,
[redacted]
This
complaint/account has been reviewed and the following has been determined.
[redacted] Oil
is an automatic delivery company and will continue automatic delivery unless
notified in writing in the following ways:
Mail a certified letter to [redacted]...
at [redacted]Email the request to [redacted]Send a fax to [redacted]
These
instructions are provided on all statements received by customers and was stated
on the statement dated March 1, 2015 showing a credit balance on the customer’s
account. Even though the customer’s
pricing agreement had expired on Dec 31, 2014, [redacted] requires
correspondence from the Customer to terminate all deliveries. [redacted] states on all contracts that the
customer will be automatically placed on a variable rate when the contract
ends.
Complaint: [redacted]
I am rejecting this response because:1) I was rushed into signing by their salesman, I received the contract electronically and was told if it was not electronically signed and sent back that it would be voided. I had less than an hour to respond and was assured verbally by the salesman.2)The salesman guaranteed me in our conversation that I would received notifications prior to oil delivery and I could accept or decline delivery. (this was a stipulation that I ask him for and was promised to me)3) I was told I was going to be on a variable "fair market rate" plan in which I would be paying the a fair market (not to exceed $1.749) and in actually it is a set price plan at $1.7994) There was no mention a "cancellation list" for my furnace service, I was told the earliest I could receive a cleaning would in the fall of 2016. The salesman clearly told me before signing a contract that it would be within a "week or two at most" not 5 months.Automatic TLC clearly deceived me and told me everything they could to get me to sign a contract. At no point in time did Automatic try to resolve any issue I had with them. At no point did any of their reps. say that their salesman was in the wrong or even try to look into the sales persons role in my displeasure. Instead they were all to quick to assess their STEEP penalty for early termination of contract and cancel my account. I was with Automatic TLC for just over four weeks.Automatic TLC did not live up to Anything they assured me of accept for a .20 cent discount (per gallon) on the 1st delivery of oil.
Sincerely,
[redacted]
In response
to the Revdex.com complaint #[redacted], the account will be credited in the amt of
$[redacted]. The customer was told by [redacted] to
make a payment in the amt of $553.00 and that would clear the account. The customer made...
the payment and the credit
was not applied. The credit will be
applied today.
Complaint: [redacted]
I am rejecting this response because:
Do not agree with HOP's position. "Current" does not mean only. I never released liability of my first contract. So legally they are both current, it is just left to HOP to decide what contract they will use. I do not see an agreement that releases me from my initial contract. There seems to be unethical business practices in which, a business has a customer under two contracts when the customer clearly stated what their intent was and was promised as such. There was a verbal agreement, then an initial contractual agreement, then a misrepresented contractual agreement where a company representative stated was a mistake on their part. My intent was to give HOP reliable business, their intent is to take advantage of the business they get from me. End of the day, I am wrong for signing "two concurrent contracts "and HOP is wrong for misleading me as a customer and not honoring what was told and sold to me by my account representive. I will not budge on my position and HOP does not seem like they will budge from their position, what is our common ground? I am willing to pay what I originally signed for (variable), but I do not foresee me paying $3.49 per gal for oil. I compromised by paying those prices initially, but will not continue to do so. Any business "professional" knows it is better to recoup some money (especially if the customer is offering fair-market-value) and close an account than to recoup no money and have to pay legal fees in order to get something. I feel I am being more than fair. I ate the higher costs initially and it is only right that HOP eats the lower costs for two deliveries, two deliveries.... Is that so unreasonable? This should make both parties happy, I have two contracts, I paid high now I should pay low. Either way they get their money and we can put this business relationship to rest. Despite what HOP may say I have more than met my 850 gal of fuel per contract so there is no reason to continue this so-called "business relationship."
Sincerely,
[redacted]
Mr. [redacted] in that each and every call is recorded and logged by our customer service group and there are no logs or recordings of your calls I don't understand where your calls went. Additionally I see that you are very aware of the cancellation process as you have done it with us in the past and...
it would appear that you are quite aware of how to switch company's yearly to receive new customer pricing and benefits which is understandable. As far as sending you out instructions on how to cancel your account I can assure you that we have never and will never do that because it is a simple process where emailing us or dropping us a letter to that fact is all that is necessary. Not a very in involved process and not our rule but the states. I am willing to work with you and reduce your price to $2.199 and rebill this delivery but we will not sell you the oil at a COD rate or a first delivery introductory rate even though you feel you should get it for nothing. Please let us know how you want to proceed with this and I will consider your complaint as your correspondence to terminate your account. Len S[redacted]
After review of the complaint, we scheduled a technician to go to the location. The Technician found that a chimney liner was not installed and a new chimney liner will be installed by November 20, 2015, free of charge.
Elgot offered to refund [redacted] $6,000 in monthly payments.Two of the Elgot designers spent time and expenses on the project.Eric spent 5 hours revisiting the job site, designing the vanities and sending proposals to [redacted]Information from [redacted]:I had an initial visit with [redacted] at her...
apartment and we discussed the options for the project. I explained the retainer agreement and how we would proceed. This meeting lasted approximately 1.5 hours. After this initial meeting; we agreed on moving forward with the retainer agreement. It was for 3 bathrooms. I returned to the residence and measured and photographed the 3 bathrooms for reference. This meeting was approximately two hours.In the interim I did an initial layout and design and sent my drawings to our CAD subcontractor Elliott Rowe of Rowe design. This was approximately two hours of work.Rowe design did an initial layout of the 3 bathrooms; including floor plans and elevations of the walls. You can check his invoice for the hours we were billed for the CAD drawings.[redacted] and I had a third meeting where we went to Nemo Tile and looked at products. We specified tile for all three bathrooms and discussed design options. This was approximately 2-3 hours. After this I did additional design work and forwarded the tile design to Rowe drafting for an updated CAD drawing. This was about 2 hours of work as well.I also calculated square footage of the specified tile materials and got pricing and availability information from Nemo tile and this took about an hour.After this I communicated with [redacted] and she said the project was on hold, she wanted to possibly renovate the entire apartment or buy and adjacent apartment and combine them. we communicated several times and I recommended a potential architect for her. After this I did not hear from her for some time. Then she contacted me again to discuss the project. For some unknown reason her messages were being sent to my spam folder and this resulted in my missing some of her communications. I don’t know remember how it was left off after that as she was deciding which direction to go on her project.
Mr. [redacted], I have read your complaint and I do see a lot of confusion and misunderstanding during that period and I will apologize for any shortcomings you feel were our fault. I will not get into all the ins and outs of what took place there but rather in an effort to resolve this situation...
quickly I will credit your service contract for that year. You were billed $439.95 for that year and Mrs. [redacted] called in unhappy about the cost and spoke to Natalie who issued you a $199.00 credit on it. I will be glad to reimburse you the difference which you paid in the amount of $240.95. I see that during the whole situation you had canceled your account and moved so I am not sure where to send your refund. Please send me your new address and I will see that it is sent to you. I appreciate your past business and hope we can work again in the future. Len S[redacted] G.M.
Response to Rejection
Revdex.com Complaint #[redacted]
In response to the Rejection, HOP/[redacted] will
make a final offer to lower the price per gallon to $2.89/gal. If this not accepted, the collection process
will continue. The Customer signed the
oil agreement which states that "terminations of account are in writing
under #12 - Termination. The
Customer did not notify HOP/[redacted] in writing.
Revdex.com Complaint #[redacted]
In response
to the above-referenced complaint, HOP/[redacted] will lower the price per
gallon from $3.19 to $2.99/gal as the oil has been used.
Complaint: [redacted]
I am rejecting this response...
because:Not only did not give permission for this delivery, this company continues to over charge for service.
I recently purchased oil at $1:40 per gallon. I will not pay $2/per gal for that delivery, especially when I asked them not to deliver anymore oil to my address.For the unauthorized delivery on 12/14/15 I will be kind enough to offer $1:00/per gal as this is the company's 2nd unauthorized delivery.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I would rather keep the contract and overpay the $40 or so on my next delivery then pay the $200 fee. The contract was a for Cap Price protection, or the current market rate. The current market rate is $1.69, you are charging 20% over the market rate. I will just wait until the contract is over and I will not use [redacted] again.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
My research shows the following: *1st delivery not billed at first fill price because this pricing was not set up correctly & delivery credit issued in response to customer calling to complain. *Customer under the assumption she is on a 3-month delivery schedule. We do not have specific...
schedules as such. *Customer states she agreed to billing of 4 weeks not 3 weeks. We do not have customized billing; all bills are due within 25 days of service as indicated on the billing terms of every invoice and statement on the back. *Called for equipment quote, not happy it took a week to be contacted by Equip sales rep, asked for an itemized quote was told it would be provided if she signed the install contract. Usually quotes are given within a few days if not quoted at the house at the time of the appointment. We never breakdown our itemized costs to customers. We give them a fair price to furnish and install whatever it is we are installing. We also may have referenced a $100 discount if they were to purchase a new unit. In reference to getting the labor covered because they had a contract, we don't offer any free labor on any installation sale. *Customer called to cancel account & was informed of the $200 ETF & that it would be waived and she would not receive any more deliveries. Customer hung up on the rep. *Acct released from delivery stop and delivery made. *Service contract was removed and credited from account when terminated *Customer called made payment and cancelled acct
Complaint: [redacted]
I am rejecting this response because:I accept that my [redacted] account will transition to a Service Only account; service contract to remain in effect until expiration in August, 2016. I take issue with the following: "The customer will not receive additional oil deliveries." I am fine with discontinuing deliveries by [redacted] but I want to revert to using your affiliate, [redacted] as I have done for years prior to entering into this contract with [redacted]. I attempted to place an order with [redacted] this morning and it would not complete my order and stated that my account is locked.I was a long-time [redacted] customer that transitioned to [redacted]'s affiliate [redacted] for the past several years before going back to [redacted] in August 2015 to give it a second chance. The fact that we are terminating our contract due to misunderstandings communicated between the [redacted] salesman Walt and me should not prohibit me from continuing my business relationship with [redacted]. I want my [redacted] account to be unlocked so I can place oil deliveries as needed through [redacted]. So if my [redacted] account it reset and unlocked, my [redacted] oil deliveries are stopped without the early cancellation penalty and my [redacted] service plan contract remains in effect without reprisal until August 2016, then I would be happy to close this dispute.Sincerely, [redacted]
Sincerely,
[redacted]
Good morning, after reviewing the account and speaking with the customer, all charges have been reversed.
Revdex.com Complaint #[redacted]
This
complaint/account has been reviewed and the following has been determined.
[redacted] Oil
is an automatic delivery company and will continue automatic delivery unless
notified in writing in the following ways:
Mail a certified letter to [redacted]...
at [redacted]Email the request to [redacted]Send a fax to [redacted]
These
instructions are provided on all statements received by customers and was stated
on the statement dated March 1, 2015 showing a credit balance on the customer’s
account. Even though the customer’s
pricing agreement had expired on Dec 31, 2014, [redacted] requires
correspondence from the Customer to terminate all deliveries. [redacted] states on all contracts that the
customer will be automatically placed on a variable rate when the contract
ends.
Complaint: [redacted]
I am rejecting this response because:1) I was rushed into signing by their salesman, I received the contract electronically and was told if it was not electronically signed and sent back that it would be voided. I had less than an hour to respond and was assured verbally by the salesman.2)The salesman guaranteed me in our conversation that I would received notifications prior to oil delivery and I could accept or decline delivery. (this was a stipulation that I ask him for and was promised to me)3) I was told I was going to be on a variable "fair market rate" plan in which I would be paying the a fair market (not to exceed $1.749) and in actually it is a set price plan at $1.7994) There was no mention a "cancellation list" for my furnace service, I was told the earliest I could receive a cleaning would in the fall of 2016. The salesman clearly told me before signing a contract that it would be within a "week or two at most" not 5 months.Automatic TLC clearly deceived me and told me everything they could to get me to sign a contract. At no point in time did Automatic try to resolve any issue I had with them. At no point did any of their reps. say that their salesman was in the wrong or even try to look into the sales persons role in my displeasure. Instead they were all to quick to assess their STEEP penalty for early termination of contract and cancel my account. I was with Automatic TLC for just over four weeks.Automatic TLC did not live up to Anything they assured me of accept for a .20 cent discount (per gallon) on the 1st delivery of oil.
Sincerely,
[redacted]
After reviewing this account, the balance will be credited and will have a $0.00 balance.
Revdex.com Complaint #[redacted]
Customer
acct #[redacted]
In response
to the Revdex.com complaint #[redacted], the account will be credited in the amt of
$[redacted]. The customer was told by [redacted] to
make a payment in the amt of $553.00 and that would clear the account. The customer made...
the payment and the credit
was not applied. The credit will be
applied today.
Complaint: [redacted]
I am rejecting this response because:
Do not agree with HOP's position. "Current" does not mean only. I never released liability of my first contract. So legally they are both current, it is just left to HOP to decide what contract they will use. I do not see an agreement that releases me from my initial contract. There seems to be unethical business practices in which, a business has a customer under two contracts when the customer clearly stated what their intent was and was promised as such. There was a verbal agreement, then an initial contractual agreement, then a misrepresented contractual agreement where a company representative stated was a mistake on their part. My intent was to give HOP reliable business, their intent is to take advantage of the business they get from me. End of the day, I am wrong for signing "two concurrent contracts "and HOP is wrong for misleading me as a customer and not honoring what was told and sold to me by my account representive. I will not budge on my position and HOP does not seem like they will budge from their position, what is our common ground? I am willing to pay what I originally signed for (variable), but I do not foresee me paying $3.49 per gal for oil. I compromised by paying those prices initially, but will not continue to do so. Any business "professional" knows it is better to recoup some money (especially if the customer is offering fair-market-value) and close an account than to recoup no money and have to pay legal fees in order to get something. I feel I am being more than fair. I ate the higher costs initially and it is only right that HOP eats the lower costs for two deliveries, two deliveries.... Is that so unreasonable? This should make both parties happy, I have two contracts, I paid high now I should pay low. Either way they get their money and we can put this business relationship to rest. Despite what HOP may say I have more than met my 850 gal of fuel per contract so there is no reason to continue this so-called "business relationship."
Sincerely,
[redacted]
No problem, sorry for the confusion. We are writing the charge off.
Mr. [redacted] in that each and every call is recorded and logged by our customer service group and there are no logs or recordings of your calls I don't understand where your calls went. Additionally I see that you are very aware of the cancellation process as you have done it with us in the past and...
it would appear that you are quite aware of how to switch company's yearly to receive new customer pricing and benefits which is understandable. As far as sending you out instructions on how to cancel your account I can assure you that we have never and will never do that because it is a simple process where emailing us or dropping us a letter to that fact is all that is necessary. Not a very in involved process and not our rule but the states. I am willing to work with you and reduce your price to $2.199 and rebill this delivery but we will not sell you the oil at a COD rate or a first delivery introductory rate even though you feel you should get it for nothing. Please let us know how you want to proceed with this and I will consider your complaint as your correspondence to terminate your account. Len S[redacted]
After review of the complaint, we scheduled a technician to go to the location. The Technician found that a chimney liner was not installed and a new chimney liner will be installed by November 20, 2015, free of charge.
Elgot offered to refund [redacted] $6,000 in monthly payments.Two of the Elgot designers spent time and expenses on the project.Eric spent 5 hours revisiting the job site, designing the vanities and sending proposals to [redacted]Information from [redacted]:I had an initial visit with [redacted] at her...
apartment and we discussed the options for the project. I explained the retainer agreement and how we would proceed. This meeting lasted approximately 1.5 hours. After this initial meeting; we agreed on moving forward with the retainer agreement. It was for 3 bathrooms. I returned to the residence and measured and photographed the 3 bathrooms for reference. This meeting was approximately two hours.In the interim I did an initial layout and design and sent my drawings to our CAD subcontractor Elliott Rowe of Rowe design. This was approximately two hours of work.Rowe design did an initial layout of the 3 bathrooms; including floor plans and elevations of the walls. You can check his invoice for the hours we were billed for the CAD drawings.[redacted] and I had a third meeting where we went to Nemo Tile and looked at products. We specified tile for all three bathrooms and discussed design options. This was approximately 2-3 hours. After this I did additional design work and forwarded the tile design to Rowe drafting for an updated CAD drawing. This was about 2 hours of work as well.I also calculated square footage of the specified tile materials and got pricing and availability information from Nemo tile and this took about an hour.After this I communicated with [redacted] and she said the project was on hold, she wanted to possibly renovate the entire apartment or buy and adjacent apartment and combine them. we communicated several times and I recommended a potential architect for her. After this I did not hear from her for some time. Then she contacted me again to discuss the project. For some unknown reason her messages were being sent to my spam folder and this resulted in my missing some of her communications. I don’t know remember how it was left off after that as she was deciding which direction to go on her project.
Mr. [redacted], I have read your complaint and I do see a lot of confusion and misunderstanding during that period and I will apologize for any shortcomings you feel were our fault. I will not get into all the ins and outs of what took place there but rather in an effort to resolve this situation...
quickly I will credit your service contract for that year. You were billed $439.95 for that year and Mrs. [redacted] called in unhappy about the cost and spoke to Natalie who issued you a $199.00 credit on it. I will be glad to reimburse you the difference which you paid in the amount of $240.95. I see that during the whole situation you had canceled your account and moved so I am not sure where to send your refund. Please send me your new address and I will see that it is sent to you. I appreciate your past business and hope we can work again in the future. Len S[redacted] G.M.
Response to Rejection
Revdex.com Complaint #[redacted]
In response to the Rejection, HOP/[redacted] will
make a final offer to lower the price per gallon to $2.89/gal. If this not accepted, the collection process
will continue. The Customer signed the
oil agreement which states that "terminations of account are in writing
under #12 - Termination. The
Customer did not notify HOP/[redacted] in writing.
Revdex.com Complaint #[redacted]
In response
to the above-referenced complaint, HOP/[redacted] will lower the price per
gallon from $3.19 to $2.99/gal as the oil has been used.