D&D

This customer was contacted by our Service Manager, [redacted]. They have rescheduled the cleaning for this Thursday and customer has been financially compensated for their inconvenience. We consider this to be resolved.

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:
The company "referred" the work to a plumber, but did not mention a specific company to which they outsource said work. The reason for this omission is because the company DOES IN FACT DO PLUMBING and instead refused to do service on the system - of which they had intimate knowledge since they had previously installed the system (including all of the plumbing to and around it). While our service contract is on the heater itself and not the plumbing system, if the heater had been properly maintained - as required in the service contract - this problem and other problems for which we paid dearly would not have occurred. Specifically, 1) the heater was not cleaned in a timely fashion (recommended prior to the season, called to schedule before the season, always unable to make appointment until after the season, never offered to pre-schedule services to prevent this), 2) the parts were not properly disassembled and cleaned, 3) the system was not seasonally flushed to remove sediment (which caused the issue in the first place).We have already paid $4000 two years ago for an "emergency replacement of a cast iron heat exchange" on a boiler that was not more than 10 years old and still under warranty that also failed due to this shoddy and insufficient service under the "contract".The company has repeatedly placed on us - the consumer - the burden for which they are responsible. At this point, they have placed the burden on us to find a more reliable company to service our heater - which has had every part replaced because it failed due to insufficient maintenance. We have severed our service contract with the company, but believe we are due recompense in the form of the original $4000 spent on the heat exchange as well as the cost of the repairs now being undertaken by the plumbing company (so far $2500, but possibly an additional $1000 or more for the replacement of a heating coil).Until the company takes responsibility for this cost, the matter will remain unresolved. If necessary, they will be sued for the amounts stated.
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.
Unfortunately, the company lied about the remaining contents of the tank. I received an emergency delivery Sunday night of 10 gallons to get me through. On Monday they delivered 240.1 gallons. My tank is a 250 gallon tank. Had the emergency delivery not been made, I would have run out totally. I would like to make sure I do not receive a charge for the emergency delivery and a $100 credit on my account for having to sit in the cold with 2 jackets on and not enough propane for my cooking stove to even work.
Regards,
[redacted]

Our response is unchanged from previous one.

We sent a Tech to this customer on Thursday.  The system is operating properly and is set to the manufactures’ specification. The Tech installed a new air filter at no charge to the customer. The Tech explained that they should not close the door to the bed room as the thermostat is located in...

the hallway for better comfort. Mr. [redacted] was happy with the Tech and Superior Plus and the work he completed.

To whom It may concern:01/23/15I am responding to the above complaint filed with your department regarding a fuel delivery made to a current.I have reviewed the rejection of my initial offer to satisfy the customer and have reassessed the situation. AlthoughI believe the original offer was justified, I will agree to a full credit of $290.00.I will have this adjustment done in good faith to satisfy the customer and show my willingness to resolve the Issue.Please if you have any questions, you can contact me at ###-###-#### or e-mail @[redacted]@griffithenergy.comThank you[redacted]CSC Manager @ Superior Plus Energy

Complaint ID 10975148
[redacted] Holley N.Y. 14470
To whom it may concern:
I apologize for any misunderstanding and assure you that this was not intentional on anyone’s part, more a matter of miscommunication.
In response to this complaint, I offer the following...

resolution:
• Pick up and FULL refund of propane tank in the amount of $67.18
• Full credit of the $625.00 HEAP Grant
• Credit arrangements sent to customer in a effort to clear up back balance related to fuel used prior to move.
Unfortunately the customer would need to apply for assistance within the County that he or she resides. The balance owed on account will be sent to the customers new address with options to re-pay.
After all credits are issued there will be a balance owed to the company in the amount of $254.16.
Thank you for your attention in this matter. Please feel free to contact me directly if needed at ###-###-####
Bryan M B[redacted]
CSC Manager Pal-Macedon Division
Office ###-###-####
Direct ###-###-####

We do apologize for the service you received as an automatic delivery customer. Your delivery schedule has been reviewed and corrections made where necessary. I have applied a fifty dollar credit to your account for any inconvenience this may have caused.Thank you [redacted]General Manager,...

Southern N.Y.

Field Service Supervisor was on site to discuss and resolve any current technical issues with Mr. [redacted]. Supervisor also recommended additional work to help with the priming problem. Service calls will not be charged, they have a Gold contract and these are call backs. In regards to timeline, I...

did verify that our after hours CSR did talk to customer and explained that call would be dispatched. At times there may be one or two calls already scheduled. Tech then will call when in route to customers home.

[redacted] Revdex.com ComplaintTo whom it may concern,I have spoken with [redacted] at [redacted] regarding her concerns as outlined in the Revdex.com complaint. After speaking with her we agreed to a course of action that provides her three options, they are:1. [redacted]...

will increase total annual gallons to a minimum of 1200, thereby making the our company’s investment in equipment a viable return on assets deployed2. If [redacted]’s is unable to achieve 1200 gallons Superior Plus Energy will provide a Propane Cylinder Exchange cabinet and an inventory of 20lb tanks to offer her cliental the ability to get propane via tank exchange. This option allows [redacted] to continue to provide propane to their customer base3. Final option would be to purchase the tank and pumping equipment.After speaking with [redacted] she thanked me for these options and indicated she was satisfied that her complain with our company had been resolved. Please direct any further questions to me at the contact points below.John T[redacted]  Franklinville NY/Warren PA Manager15470 Route 6Warren PA 16365###-###-#### - Office###-###-#######-###-#### - Cell [redacted]

#[redacted] - We do apologize for the service you received as an automatic...

delivery customer. The delivery was made on March 3rd. I have applied a fifty dollar credit to your account for any inconvenience this may have caused.Thank you [redacted]General Manager, Southern N.Y.Superior Plus Energy Services

In the interest of resolving this matter with the consumer, we have issued a credit to her account for the full amount of the delivery on 12/29 ($422.98).  Her account has been terminated per her request.

Complaint ID [redacted]                                                                         ...

                                                                12/24/14
 
To whom it
may concern:
In responding to the
service complaint ID [redacted] our investigation of this account and the events
surrounding this complaint, we have found the following:
1st The
cleaning referenced was performed on 2/20/14
2nd The
cleaning billed at that time was $ 211.56 including all applicable taxes  stands to be irrelevant to the complaint at
hand, due to the timing of the cleaning in February and the known fact that the
boiler would have still been used during the following 30-60 days after the
cleaning. Taking deliveries on 3/7 and again on 6/19.
3rd October 2nd
the customer did in fact request a service call due to NO HEAT/ NO HOT WATER.
At this point the technicians did respond to the request and repair the issue.
Replacing a zone valve in the unit and allowing the hot water to flow properly
with total service billed of $330.70.
   November 29 2014 Customer called reporting
again a heating problem in the home. At this time the technician again
responded and diagnosed problem with an immediate but temporary fix in order to
keep heat going within residence. In this case our internal office staff should
have recognized services performed as “temporary fix” and followed up with
proper parts being ordered and scheduled return service call to install.
The customer did have to
make return calls to the company to get this problem resolved. On the 17th
of December the customer’s final call was made and at this point a technician
was dispatched and replaced the part(s) as needed to rectify the issue.
   We recognize our service to our valued
customer on final repair we did not respond in a timely manner that is required
and or expected. For this reason the service bill(s) post October 2nd
have not and will not be billed to the customer (parts or labor). In addition
we will be applying a credit on the customers act in the amount of $25.00 for
the lack of follow up and or response to resolve his heating emergency.
 Please if there are any
further concerns or issues with this complaint contact me directly at
###-###-#### or e-mail [redacted]@griffithenergy.com.
 Thank you for your
consideration in this matter.
 [redacted]
CSC Manager @ Superior
Plus Energy

We do apologize for the service you received as a automatic delivery customer. I have changed your delivery schedule to more frequent intervals and applied a fifty dollar credit to your account for any inconvenience this may have caused.[redacted]General Manager, Southern N.Y.Superior Plus Energy...

Services

Revdex.com:
I have reviewed the response made by Warners Gas n reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Thank you for your assistance,
[redacted]

Our representative, Gregory Ely,  spoke with Mr. [redacted] by phone 3/3/15.  During that discussion it was agreed Mr. [redacted] February 28th delivery will be credited and rebilled at the lower price per gallon as requested. Mr. [redacted] had no other requests at this time.

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]

12/24/14In responding to complaint # [redacted] filed with Revdex.com regarding a fuel delivery made to acurrent fuel oil customer at the request of the HEAP department of Monroe Co. Upon thorough Investigation ofthis complaint, please find our below findings and resolution.On November...

26th our office received a request for a fuel oil delivery to be made to the above listed customerbased on their eligibility for HEAP assistance and grant monies forwarded under [redacted]. This order was loggedand the delivery was made (in accordance to our pending agreement with HEAP) on November 29th.Following this delivery the customer had notified the company that she did not any longer use fuel all. Therehave been attempts by the customer to speak with our on site manager regarding thiS Issue unfortunatelymanager was unavailable; however our customer service representatives did note the customer concern andrequest on account.  With two attempts by our management to reach the customer, with customer phoneinterruptions (logged on customer account) this did take some time for them to connect and come to a resolution.It Is now understood (based on a conversation with our on site manager on 12/20) that our service departmentwill be removing the fuel on January 5th. Once this takes place the credit will be restored to the customers account,and then grant monies will be returned to the Monroe county HEAP department.Please if you have any questions, you can contact me at ###-###-####.Thank you,[redacted]

I tried to reach out to this customer 3 times, twice by phone & once via email.She returned by call asking to email her or let the Revdex.com know what refund we will be sending and we will not be refunding anything.  Customer was only with Superior for 4 months prior to Superior selling the...

electric division to Public Power.  Below are the details from her account.  Attached you'll find correspondence with this customer from March & April of 2014.·       
Customer signed
Electricity Variable Rate Plan on December 5, 2013 at $0.065 cents/kWh fixed
thru January 14, 2014
·       
Confirmation email
along with T&C’s sent to customer via email on December 5, 2013
·       
Began supplying
electricity to customer eff December 27, 2013
·       
Last date we
supplied electricity to customer was April 28, 2014
·       
Customer was billed
correctly

We have worked with and spoken to the customer to ensure that their remaining 71 gallons will be delivered at $2.29 per gallon when they are ready for the next delivery.  The customer was satisfied with this course of action.Thank You,Dan S[redacted]General Manager