D&D

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. I would like to thank Griffith Energy for settling this matter with me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I must say that your response to my complaint is rather alarming. You have not only  made it abundantly clear that my complaint was not even read correctly, but the complaint did not receive a legitimate response either. "At Superior Safety is our #1 priority." Safety might be your number one priority but hiring qualified employees to ensure your customers are in fact safe is not. I will tell you (again) that when I called Superior I was told I do NOT have to leave my home, "if" I can get to the shut off valve I should turn it off, and we were not in any danger. I don't even work for a propane company and have never owned a house that uses propane but I still knew this wasn't accurate OR safe. No employee of Superior told me to not use a cell phone. I was using a cell phone in my home to call Superior about the leak and she allowed me to have an entire conversation about it INSIDE my house with my children and pets.  It wasn't until the fire department was leaving that I learned simply using a cell phone can ignite the gas. I can only hope that you reconfigure your response to someone calling about a propane leak in their home if for nothing but to make your opening statement accurate. The equipment used to test my home does indeed test multiple things. However, my carbon monoxide detectors do not. They sense ONE thing. Carbon monoxide. I have two installed in my basement (where my water heater is and NO gas was detected according to the fire department), two on my first floor (where ALL of the gas was detected according to the fire department) and one in each room on my second floor (a total of 3, also where NO gas was detected according to the fire department). It does not make much sense to myself and I will assume the general population of this earth that NONE of my 7 one year old CARBON MONOXIDE DETECTORS would not have sensed carbon monoxide in my home especially since the fire department said "the meter went through the roof the second we opened your door."  I was also not aware that the "silent killer" that is carbon monoxide now smells exactly like propane and is now undetectable to carbon monoxide detectors. What does in fact make sense is that the fire department detected a huge amount of propane inside my home. Hence why Superior had no explanation to why my carbon monoxide would not detect carbon monoxide. Despite what Superior says, my beliefs about ANYTHING have absolutely nothing to do with my complaint. The facts that I know are not beliefs. They are facts. Facts that were given to me by professionally trained and respected fire fighters whom none of which have any vested personal interest in the matter other than to keep civilians safe. I will provide their phone number at the end of this message for the benefit of Superior to not only contact them and receive the exact same FACTS as I have but to also consult them regarding safety and how to achieve it. As proven in Superior's response to my initial complaint, Superior can not provide me with a solid explanation to what happened. Ironically they are basing their statements on what they BELIEVE rather than what they KNOW. Conveniently Superior's response was lacking any legitimate attention to my complaint such as the fact that I cancelled the call to the technician the night of the leak before he even left his house but they are still charging me for it, the fact that their third party person could not understand why Superior would leave the gas line  to my hot water heater open (just ask about the flames that hit him in the face as he opened the bottom. Safety 1st), and why they were trying to tell me something completely different than what the fire department had said and what his personal opinion about the situation was. I didn't need a summary of the events that happened on February 9th. I was there. Your beliefs are based on hearsay. When I called Superior the next day I tried to overcome the condescending, rude attitude and told him to NOT send another tech out to talk to me.  I failed. Cleary his inability to comprehend my statement is an accepted flaw in Superior's company and seems to be trending. I specifically told him what the fire department said but he laughed and said "I'm gonna call these guys and tell them how things work." So as much as you would like to "thank the first responders and all involved for helping save lives @ the [redacted] residence on Feb 9th 2015" you might want to educate yourself about what being thankful means because I'm not 100%  sure but I'm 99% sure it is not calling them liars and accusing them of not knowing what they're doing. I do not owe for your emergency visit charge, I cancelled it. I do not owe for your third party guy to come to my home because he did not do anything due to Superior not doing what they said they did and not giving correct facts. I owe for one visit to my home and for 25 gallons of propane. Please let me know what my new total is so we can all put it behind us. Thank youSGF Fire Department ###-###-#### Please ask for the Chief as he was the one who evidently does not know what he is talking about.
Regards,
[redacted]

I am responding to the complaint by Mr.[redacted] 1/26/15.The charge of $106.92 was not a tank pick up fee.It was a service call we did for Mr [redacted] on 7/16/14.Mr.[redacted] had a new water heater installed and according to code any time a system is depressurized or a new appliance is added a...

system inspection must be done.The inspection was completed and the invoice for $106.92 was signed by Mrs.[redacted].  Sincerely  [redacted]  Branch Manager Potsdam  Griffith Energy

I met on-site with Mr. [redacted] and straightened out any mis-interpretation of code or Superior Plus policy and procedure.  We are able to safely service and deliver to this home with no compliance issues. I did apologize to Mr. [redacted] for the delay, and did credit his account to make him whole for...

the delivery that he had to get from his former supplier.  I did extend (and Mr. [redacted] accepted) all pricing contracts, terms and conditions of the original expectation as above.  I did thank him for his patience while we worked though our issues on compliance and procedure. While we endeavor to service our new customers in a timely manner according to their schedule, we will always err on the side of safety, caution and ultimately compliance. My most sincere apologies to Mr. [redacted] for any frustration caused from this delay to service his home, but I feel we have reached a good compromise on this issue. I hope we are able to earn more of his trust in the future by providing safe and timely deliveries and service to his home for years to come.-Chris B[redacted] Local Branch Manager Providence , Rhode Island

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.  However, I would like a letter from the company mailed to my residence.  It should include an updated statement reflecting the $50 credit promised. 
Regards,
[redacted]

Good afternoon, I have reviewed the complaint and feel it’s important to lay out a time line in regards to service call and delivery in question; 12/08/14 – $264.53 - Customers account was on credit hold due to outstanding balance that the customer was well aware of.  Customer called in and...

paid off balance to receive emergency service call to drop 20 gallons of kerosene, change out oil filter & replace burner nozzle along with order to fill their fuel oil tank. 12/10/14 – $769.99 - Oil Delivery 233.4 gallons 12/23/14 – $161.95 - Customer called and requested service for no heat.  3rd party service partner ([redacted]) dispatched.  Tech found burner out of clean burn specs and adjusted and tested as required.  Tech performed in depth testing of unit’s components.  Until was running well upon departure. 2/14/15 - $272.65 - Customer called and requested service for no heat.  3rd party service partner ([redacted]) dispatched.   Tech found until to have air in oil line causing non operative burner. Until was bleed and fired.  Tech performed in depth testing of unit’s components.  Until was up and running upon departure.  Complaint states they may not have received delivery of 233.4 gallons on 12/10/14.  I personally spoke with the customer on 4/06/15 and explained to them that they did receive the delivery. At that time the customer agreed that they did in fact receive the delivery.  If they had not received the 233.4 and only the gallons of kero from the 12/08/14 service call their unit would have stopped working within 2 days or so. As it stood, their unit continued running for several weeks thereafter confirming delivery of questioned gallons.  Delivery ticket copy may have been blown away due to weather conditions. Customer also received invoice in the mail for the delivery, along with monthly statements showing the delivery and also took calls from our credit department requesting payment for the delivery in question, however never mentioned or questioned the validity of the delivery until almost 5 months later in April. We also do not show any deliveries being made without the customers consent or knowledge.  The customer has consumed all fuel oil delivered to heat their home.  We feel all charges are valid and the customer is responsible for payment. Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
A contract was signed when we began services with Griffin Energy, the office that supports Superior Energy, that is located in Watertown, NY.  When I asked about the large bill that we had at the begining of 2014 it was explained to me that we are set up on a schedule to get our tanks filled.  Most likely that schedule was a once a month basis.  At the begining of 2014 that schedule was ignored and out tanks were filled multiple times in a 30 day period.  I was told that because of the temperatures drastically changing and because of the hard winter customers tanks were being filled more often and that Griffin makes the determination on delivering more to their customers based on weather conditions and temperature.  Because of this my gas bill reached $1500.00!    Now we are being subjected to the same thing again.  When I called in December 2014 to ask why my tanks had been filled on the 4th, the 16th, and the 24th I was told that they were only trying to prevent me from running out of gas.  That reasoning would be completely acceptable if the tanks were close to being empty, but this is not the case.  From the  December 4th to December 16th is only 12 days.  From the December 16th to December 24th is only 8 days.   When the truck came on the 16th I called and asked why my tanks were being filled again.  I was told that it was possbile that the delivery truck that came onDecember 4th possibly did not have enough to fill my tanks.  If that was the case I was not notified of my tanks not being topped off like there were supposed to be.  In that same conversation I was told that I was scheduled to have my tanks topped off on the 1st of January, but another truck came and filled my tanks again 8 days later, on December 24th. When I called on the 24th I was told that it is possible they went ahead and filled my tanks because they were "in the area" due to the fact that they have a limited number of drivers (which is not my problem).  Once a month means once a month unless otherwise requested by the homeowner; in which case additional fees will be applied (a win-win situation for Griffin because they make more money based on the need to charge a fee for an emergency filling request from the customer).Perhaps the problem is that Griffin is not sticking to its customers contracted delivery times in addition to not using an efficient schedule for its "limited number of drivers".  Either way it is not fair to me, as a customer, to enter into a contract that is being ignored and to be charged fees (i.e. delivery fees every time they come to my home and fill my tanks) for deliveries that could have waited and should have been stopped especially if the driver sees that they delivered to the same home only 8 or 12 days earlier and the customer did not request a delivery.  The homes that the drivers deliver to are determined based on information that is genrated from the Griffin office.  Why is the office giving the drivers delivery schedules to the same house 3 times in a 20 day period if there is no record of the homeowner requesting a delivery?  They are taking advantage of customers and being opportunistic because the cost of gas is high right now. The bill that was left on my door on the 24th was for around $780 (I can't recall the exact amount).  I have paid $500 for that bill via the Superior Energy website.  It was paid on 2 January 2015.  The transaction number is 6807151859.  In order to resolve this issue I would like for any charges other than the cost of the gas to be removed from my account.  Once the charges have been removed I can pay the difference between the amount that I was billed on the 24th and the $500.00 that I already paid.   As I agreed with the customer service representative that I spoke with on the 24th; I will check my tanks regularly between now and 1 February.  If I see that they are below 10% I will call and request a delivery. 
Regards,
[redacted]

#[redacted] – Delivery was made on March 9th. There was 40 gallons in the tank prior to filling.Thank you [redacted]General Manager, Southern N.Y.Superior Plus Energy Services

Good morning,I apologize for the delay in getting this customers tank picked up. This winter with recorded breaking temperatures and snow fall has slowed progress on these type of service issues.  We have scheduled tank pick up for this week.  Because of the delay, we will provide a refund...

of any remaining gas in the tank at last price paid. and will also forgo the tank pick up fee. Thank you,[redacted]

January...

5, 2015
 
From December 19, 2013 to February 03, 2014 we delivered
about every 2 weeks because of consumption versus tank capacity.  When we tried one
month, it ran out on March 2, 2014.  Keep
in mind the number of deliveries a customer gets does not increase or decrease
what a customer uses.  Only consumption
rate increases usage.
 
 If an account
requires the energy source to provide only for heating conditioned air space
and a control like a thermostat is left in a single position for a season, it
becomes relatively easy to predict the next need after bench marking a series
of deliveries based on degree days against the usage.  This is similar to calculating mileage in a
gasoline powered vehicle.  City driving
versus highway travel affect calculated mileage. In the case of 300 miles of
city driving, the amount of fuel purchased does not change whether it is filled
once or a multiple of times.  The same
number of gallons (or amount of fuel) will be required to start and end with a
full tank.
 
In residential use, other factors may need to be considered
as a thermostat is turned up for periods of time and turned down for periods
of time.  Since it is impractical to
track when a thermostat is changed up or down, one must attempt to utilize an
average.  The average works well if the
temperature adjustments are consistent rather than sporadic such as the heat is
turned up to 68 degrees Fahrenheit (F) from 5:00pm to 10:00pm every day and set
at 62F the rest of the time. 
Inconsistent adjustments like 70F for three days, set at 55F for two
weeks while away, back to regular schedule for a week and then a change in
schedule for a week to accommodate visitors.
 
Water heaters that consume the same energy source are
practically unaffected by degree days so an estimate can be used for that
specific need on a monthly basis.  The
type of water heater affects monthly usage as well.  Again, this is normally consistent usage but
a significant change in the volume of hot water consumed (showers, laundry,
etc) will affect energy source consumption. 
An atmospheric water heater will generally consume more energy (could
lose about 7 degrees F per hour) than a storage water heater off of a boiler
that will normally be more efficient (some lose about ¼ of a degree per
hour).  In any one period between one
delivery to another, consumption can be affected by changes in water usage,
changes in recreational fireplace usage, change in number of occupants during
this time (like visitors or those leaving for college), activities increasing
or decreasing heat-loss (door opening to an unconditioned space), change in use
of alternative heat (such as electric, solar, oil, wood, etc), change in baking
habits even if not fueled by the same energy source (oven can be a significant
source of heat) and degree days among many other variables.
 
With that said, we attempt to schedule deliveries that make
sense.  If a driver arrives for a
scheduled delivery and observes it will take less than what we expected, in
most cases we still make the delivery rather than reschedule another fill
later.  In cases that the tank is full or
very near full, the driver may opt not to deliver and turn the ticket in to be
re-projected.  This often happens if
usage has significantly changed for any of the reasons mentioned above.  It is not our intention to have such
variation of delivery volume but it is not unusual to see occasional or
recurring variability.  Certainly too
large of a delivery is a concern as we do not want a consumer to run out nor
having a small delivery which is less efficient.  We intend to find a balance in deliveries
between supply and need.
 
We can see variability in many people’s habits of fueling
their automotive.  Many individuals that
always fill up, rarely fill up if the vehicle will take less than say five
gallons but normally do not wait until they have less than a gallon left.  Most fuel up somewhere in between based on a
gauge or a trip meter.
 
 
On 12/24/14, at customer request, this tank was placed on
delivery every 4 weeks but be aware that actual delivery may be previous week
or following week depending on workload. 
Customer has indicated they will call if they feel they need an earlier
delivery (please give us 48 hour notice so we can coordinate with other scheduled
deliveries when in the area).  The
workload can be affected by a number of things such as weather and occasionally
by unscheduled supply or mechanical interruptions.  As mentioned earlier, this location did not
make it from February 3rd to March 2nd and ran out of
product so this may cause the customer to experience a run-out situation if
consumption is greater than tank capacity between deliveries.
 
Our customers are supplied with a monthly statement which
provides a transaction history of fuel purchases and payments received on the
account.  We certainly wish to work with any concerns a customer has.
 
 
Sincerely,
 
[redacted]
Branch Manager Watertown
Superior Plus Energy Services Inc.
D/B/A Griffith Energy

Hello [redacted], I was able to have a conversation with Ms [redacted] about her concerns that were in her letter to the Revdex.com.  I was able to explain to her that we needed to downsize her tank to a size that more fit her usage needs, As far as her credit standing I cannot discuss. We will be changing...

out her tank when she is ready to do so with the funds. I also explained to her that we needed to deliver more than once every 2 ½ years to be worth leaving the tank sit there. Thank You  Dan [redacted]    CSC Manager

Issue #1     Technicians did not complete the original furnace installation due to their concerns with substandard work environment conditions.  A second set of technicians were sent to complete the job.Issue #2      Supplier shipped wrong part to Superior Plus.  ...

Box was labelled correctly but had wrong part inside.  The  installer, who did not notice it was the incorrect part,  installed it.                     Superior Plus has left customer a voice mail to apologize for the inconvenience.  A new appointment has been set for 4/23/15 to install the proper part.

January 6, 2015To address
concerns:We prefer to deliver while the
truck is in the area and normally can accommodate given enough notice.Delivery
times (scheduling) are not contracted.  Scheduling
changes are based on customer consumption which is difficult to know until
after a delivery is made.  It is most
efficient to deliver to nearly empty tanks all in the same area; however, this is not realistic nor in the best
interest of the customer.  Propane boils
at about -40 degrees Fahrenheit. 
Vaporization can become an issue when a tank falls below 10% and the
outside temperature drops especially in sub zero temperatures.  The result could cause a disruption of
service even though the tank technically still has product in it.The actual
total of the December 24th delivery was $120.80.The payment
of $500 on January 2, 2015 was received and posted on January 2, 2015.We have
removed the charges from December 16th and December 24th
totaling $19.24.Some
locations have great variability in usage and are difficult to predict; going
to a monthly delivery schedule will likely work in spring and fall but will not
be favorable in summer or winter.  We
recommend a lighter delivery schedule in the summer. Sincerely, Scott
[redacted]Branch
Manager WatertownSuperior
Plus Energy Services Inc.D/B/A
Griffith Energy

To whom it my concern, This account has been changed from auto delivery to Will Call/COD. His account was credited $200 for the November run out and December to April late fees were also dropped, because the change was not communicated properly from our end. The change to his credit status is due...

to the past three deliveries (each) taking in excess of four months to pay for. In 2015 we wrote off $223.59 of late and returned check fees. Customer has not responded to letters sent or phone calls made, unless he has been out of product. On May 13th I dispatched a service technician to this residence to drift in 14 gallons and perform a leak test/gas check on the system and make sure appliances were working properly. Since then we have not heard from the customer.  Going forward if the customer would like a delivery, he will need to contact the local office and make payment arrangements prior to a delivery truck being dispatched.   Sincerely, Chris B[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. 
Regards,
[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. 
Regards,
[redacted]

#[redacted] – We do apologize for the service you received as an automatic delivery customer. A $100 credit has been applied to your account for an inconvenience this may have caused.Thank you  [redacted]General Manager, Southern N.Y.Superior Plus Energy Services

Hi [redacted], Below is the response I would like entered for complaint ID #[redacted]. Delivery was made on March 9th. I have credited $50 to your account for any inconvenience this has caused.  Thank you  [redacted]General Manager, Southern N.Y.Superior Plus Energy...

Services

#[redacted] – We do apologize for any inconvenience the delayed delivery may have caused. The delivery was made on March 3rd.Thank you [redacted]General Manager, Southern N.Y.Superior Plus Energy Services

Mr [redacted] has been a valued customer of Superior Plus Energy Services since 1995. He has received Service and Oil Delivery from [redacted] and now Superior Plus Energy Services, without any issue for a number of years. In December 2016 we performed a service at his home that corrected a leaky...

water valve, and he was satisfied with the repair.  The Service Technician failed to disclose that the repair would be billable at the time. The billing process also took much longer than usual in this case as we normally bill for services withing 30 days from the Service date of repair.  I do understand Mr [redacted]'s frustration with both issues, and will be crediting his account back for the full amount of this bill. It is Superior Plus' aim to fully disclose any billable charges at the time of repair and also to bill in a timely manner as expected by our customers. We encourage all of customers to call our local branches to work through any billing or service issues. I have talked to Mr. [redacted] via phone first to apologize and also to clear up any further issues. He will be receiving a full credit to his account and copy of the service contract as requested for his further reference. It is my aim to continue earning his trust back in the form of good service, deliveries and timely billing that he has come to expect form our local offices. -Chris B[redacted]  Local Branch Manager, Rhode Island