Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below The propane tank was almost full I was told that Down East Energy would not refund the cost of the fuel in the tank because I was being charged $for the tank being picked up If I'm not being charged, then I would like the money for the remainder of the tank of propane If I only used gal since January 2015, there should have been a lot of gas in the tank Since I wasn't told in advance that I would not be refunded for the remaining gas, I feel that they should refund the money Regards, [redacted] ***
Downeast Energy started charging a MUC (Minimum Usage Charge) in This customer opened their account in 2010, hence the reason they do not see anything about it in their propane service agreement Since an explanation of the MUC has been placed on our credit applications, as well as our delivery tickets This customer’s one and only delivery with Downeast Energy on 6/25/(of gallons) would not have the explanation of the charge since it was in 2010, and before the charges started This customer has paid their MUC in the past, which leads me to believe they knew what it was for Downeast Energy charges a labor fee of $to pick up a tank with any product in it, which customers are made aware of when they request to have their tank picked up In this case, the customer’s tank was nearly full resulting in the labor charge of $ A refund check of $was requested on June 1, and sent out on 6/7/ The check was sent to their address in South Carolina, as that was the address that we had in the system On 10/4/I was made aware of the situation by a CSR who stated that the customer said that “the refund check must not have been forwarded to their Maine address from South Carolina.” At that point, the CSR changed the address to their Maine address I notified the accounting department on 10/4/that this customer had not received their refund check and that new check should be sent to their Maine address I received an email back on 10/5/stating that I would be notified when the check is reissued On 10/13/17, I received a voicemail message from Customer’s wife, wanting a call back I called back and Mranswered the phone I asked to speak to MrsAnd his response was, “You can talk to me.” I apologized for the delay in reissuing the check, and before I could go any further I was interrupted by the customer saying in a raised voice, “I Just want my money! Give me my money!” I proceeded to try to explain the process, but could not get a word in over the customers yelling I did say that I would notify the customer when the new check has been reissued but customer didn’t want to hear from me again He threatened that “you don’t want me to have to call back!” He then abruptly hung up on meAs of 11/17/17-we reissued the check and sent to corrected Maine address on 11/6/17, and was returned "undeliverable" to our central office in Massachusetts on 11/14/ The check is being sent to our Kennebunk, ME office and the customer will be notified We would like to rectify this situation ASAP
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I stand by my original claim that I was not informed of Downeast's policy of "NO CHARGE NO CREDIT" when returning their propane tank after discontinuing service If I was aware of this I certainly would not have given up a nearly full tank of gas, I would have used it up first I still expect a refund of the amount of gas in the tank Regards, [redacted] ***
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] We have provided all details and look forward to the Revdex.com's decision on this matterThank you Regards, [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] The discription of the phone call did not go quite as the respondent stated, but be that as may..........I am most concerned about the $charge for removing the tank I was NOT made aware of that charge when I requested the removal and no where is there anything about a removal charge in my contract I also find it ironic that they state that since my tank was nearly full I had to pay the removal fee If the tank was almost full how come they insisted that there was only gallons (which would be less than half full) in the tank for reimbursment I think there was more propane in the tank than gallons, which would mean they would owe me more moneyThe time frame that was stated in their response is not correct, please see correct time frame in my original complaint I find it funny that the only pieces of mail that I have NOT received are checks mailed to me from them!! I want the $ removal waived Regards, [redacted] ***
After reviewing for the charges for replacing the thermostat we find that they are correctWe have no reason to credit the customerThe new thermostat seems to be functioning properly and was installed almost year ago.We serviced the unit even though they were not customers purchasing their heating oil from usNot our common practice! We are a "full service"company that provides service to those customers that purchase their fuel requirements from us
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]
Revdex.com:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] We did not ask for our operational thermostat to be replacedOur thermostat was replaced by a technician who misled us into thinking that was necessaryHe let it slip that our thermostat functioned fine only after starting to install the new one, and that the only problem with the old one was that it meaninglessly read "filter" on the display because it was designed for a system with more capabilitiesThey a) took our working equipment and b) replaced it with an otherwise inferior thermostat which they quoted at over times the value of which we could have bought it ourselvesThe company is defending their actions saying the thermostat that was installed works, and yes, it does work- as did the one we had beforeWe had previously been shopping for thermostats to replace another one in our house (which we could have done with the one they took, coincidentally) and were shocked to see them quoting such a ridiculously high priceWe had recently purchased the home and knew the previous owner used Downeast Energy for service, so I naively was shocked to see the billAfter reading Downeast's response to my complaint I am no longer shockedWe called a business for routine service and made an appointment as we had done once beforeThere was no conversation about needing to purchase oil along with boiler service from Downeast Energy, nor any complaint from them that the request for service was coming from a non-contract customer[redacted]
This is in response to complaint filed by *** ***, *** *** *** *** *** *** ***Her complaint involves: Refund or Exchange IssuesDisputed Amount: $104 I checked this location and found an account in a name other than *** ***’s (*** ***)
but the information regarding price and gallons delivered indicate she is associated with it. She is correct in stating that we delivered gallons of propane in October at $5.499/gallon (price based on annual consumption) which totaled $ We had refunded that amount to her account on January 15, and accrued late charges due to the unpaid balance We did not charge her any fee for picking up the propane tank; therefore, there is no $charge to refund as requested
This is in regard to *** ***’s complaint regarding a Minimum Usage Charge. This charge had been removed on January 10, in addition to a late charge of .35. His account is currently at a zero balance with us at Downeast Energy. Considered resolved. ***
***Office ManagerDowneast Energy** *** ***
*** ** ***
*** ***
February 4, 2016This is in response to Rebuttal filed by *** ***, *** *** *** *** *** *** ***Her complaint involves: Refund or Exchange IssuesDisputed Amount: Value of tank of propane I looked into the communication between Downeast Energy and customer at this location and found that it was agreed between the two “NO CHARGE, NO CREDIT”. If we agree at this point to credit back to customer the value of the tank of propane we would apply the restocking fee of $ The propane tank that was located at *** *** *** *** is full at gallons We had credited back gallons in January; gallons remained The reimbursement of gallons would be at the price the customer paid (@ $= $95.17)(@ $= $18.02) Total reimbursement would be $- $to pick up tank leaving a credit due customer of $9.19. Please advise if *** *** wishes to proceed with above noted transactions. Thank you, *** ***Office ManagerDowneast Energy** *** ***
*** ** ***
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns
in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
We were able to call and speak with the customer and have adjusted the delivery schedule. The customer is very happy with our service and is satisfied with the changes that we have madeThe customer has our contact information and understands that they can call me directly with any future
concerns or issuesHis concerns about his delivery schedule have been resolved
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I stand by my original claim that I was not informed of Downeast's policy of "NO CHARGE NO CREDIT" when returning their propane tank after discontinuing service. If I was aware of this I certainly would not have given up a nearly full tank of gas, I would have used it up first. I still expect a refund of the amount of gas in the tank.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
The propane tank was almost full. I was told that Down East Energy would not refund the cost of the fuel in the tank because I was being charged $104.00 for the tank being picked up. If I'm not being charged, then I would like the money for the remainder of the tank of propane. If I only used 3.6 gal since January 2015, there should have been a lot of gas in the tank. Since I wasn't told in advance that I would not be refunded for the remaining gas, I feel that they should refund the money.
Regards,
[redacted]
The size of the tank we picked up (57 gal) only holds 48 gallons of propane, so we are correct in saying that the tank was nearly full. The customer was credited for the full 40 gallons of propane in the tank. The $104 is a labor charge to send someone out to pick up the tank that the customer requested us to pick up. This is just like a regular service call to have work done. This call took the technician over an hour to complete, and our labor charge is $104 an hour. It's the customer's choice not to do business with us anymore and have their tank picked up, and we feel that charging an hour labor to pick up a full propane tank is fair.
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below The propane tank was almost full I was told that Down East Energy would not refund the cost of the fuel in the tank because I was being charged $for the tank being picked up If I'm not being charged, then I would like the money for the remainder of the tank of propane If I only used gal since January 2015, there should have been a lot of gas in the tank Since I wasn't told in advance that I would not be refunded for the remaining gas, I feel that they should refund the money Regards, [redacted] ***
Downeast Energy started charging a MUC (Minimum Usage Charge) in This customer opened their account in 2010, hence the reason they do not see anything about it in their propane service agreement Since an explanation of the MUC has been placed on our credit applications, as well as our delivery tickets This customer’s one and only delivery with Downeast Energy on 6/25/(of gallons) would not have the explanation of the charge since it was in 2010, and before the charges started This customer has paid their MUC in the past, which leads me to believe they knew what it was for Downeast Energy charges a labor fee of $to pick up a tank with any product in it, which customers are made aware of when they request to have their tank picked up In this case, the customer’s tank was nearly full resulting in the labor charge of $ A refund check of $was requested on June 1, and sent out on 6/7/ The check was sent to their address in South Carolina, as that was the address that we had in the system On 10/4/I was made aware of the situation by a CSR who stated that the customer said that “the refund check must not have been forwarded to their Maine address from South Carolina.” At that point, the CSR changed the address to their Maine address I notified the accounting department on 10/4/that this customer had not received their refund check and that new check should be sent to their Maine address I received an email back on 10/5/stating that I would be notified when the check is reissued On 10/13/17, I received a voicemail message from Customer’s wife, wanting a call back I called back and Mranswered the phone I asked to speak to MrsAnd his response was, “You can talk to me.” I apologized for the delay in reissuing the check, and before I could go any further I was interrupted by the customer saying in a raised voice, “I Just want my money! Give me my money!” I proceeded to try to explain the process, but could not get a word in over the customers yelling I did say that I would notify the customer when the new check has been reissued but customer didn’t want to hear from me again He threatened that “you don’t want me to have to call back!” He then abruptly hung up on meAs of 11/17/17-we reissued the check and sent to corrected Maine address on 11/6/17, and was returned "undeliverable" to our central office in Massachusetts on 11/14/ The check is being sent to our Kennebunk, ME office and the customer will be notified We would like to rectify this situation ASAP
Local manager [redacted] has spoken with customer and believed to have resolved the concern and customer is satisfied
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I stand by my original claim that I was not informed of Downeast's policy of "NO CHARGE NO CREDIT" when returning their propane tank after discontinuing service If I was aware of this I certainly would not have given up a nearly full tank of gas, I would have used it up first I still expect a refund of the amount of gas in the tank Regards, [redacted] ***
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] We have provided all details and look forward to the Revdex.com's decision on this matterThank you Regards, [redacted]
We have removed the tanks and a credit has been issuedThe $charge will be reversed and a cited for the peoduct in the tanks issued
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] The discription of the phone call did not go quite as the respondent stated, but be that as may..........I am most concerned about the $charge for removing the tank I was NOT made aware of that charge when I requested the removal and no where is there anything about a removal charge in my contract I also find it ironic that they state that since my tank was nearly full I had to pay the removal fee If the tank was almost full how come they insisted that there was only gallons (which would be less than half full) in the tank for reimbursment I think there was more propane in the tank than gallons, which would mean they would owe me more moneyThe time frame that was stated in their response is not correct, please see correct time frame in my original complaint I find it funny that the only pieces of mail that I have NOT received are checks mailed to me from them!! I want the $ removal waived Regards, [redacted] ***
After reviewing for the charges for replacing the thermostat we find that they are correctWe have no reason to credit the customerThe new thermostat seems to be functioning properly and was installed almost year ago.We serviced the unit even though they were not customers purchasing their heating oil from usNot our common practice! We are a "full service"company that provides service to those customers that purchase their fuel requirements from us
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]
Revdex.com:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] We did not ask for our operational thermostat to be replacedOur thermostat was replaced by a technician who misled us into thinking that was necessaryHe let it slip that our thermostat functioned fine only after starting to install the new one, and that the only problem with the old one was that it meaninglessly read "filter" on the display because it was designed for a system with more capabilitiesThey a) took our working equipment and b) replaced it with an otherwise inferior thermostat which they quoted at over times the value of which we could have bought it ourselvesThe company is defending their actions saying the thermostat that was installed works, and yes, it does work- as did the one we had beforeWe had previously been shopping for thermostats to replace another one in our house (which we could have done with the one they took, coincidentally) and were shocked to see them quoting such a ridiculously high priceWe had recently purchased the home and knew the previous owner used Downeast Energy for service, so I naively was shocked to see the billAfter reading Downeast's response to my complaint I am no longer shockedWe called a business for routine service and made an appointment as we had done once beforeThere was no conversation about needing to purchase oil along with boiler service from Downeast Energy, nor any complaint from them that the request for service was coming from a non-contract customer[redacted]
This is in response to complaint filed by *** ***, *** *** *** *** *** *** ***Her complaint involves: Refund or Exchange IssuesDisputed Amount: $104 I checked this location and found an account in a name other than *** ***’s (*** ***)
but the information regarding price and gallons delivered indicate she is associated with it. She is correct in stating that we delivered gallons of propane in October at $5.499/gallon (price based on annual consumption) which totaled $ We had refunded that amount to her account on January 15, and accrued late charges due to the unpaid balance We did not charge her any fee for picking up the propane tank; therefore, there is no $charge to refund as requested
This is in regard to *** ***’s complaint regarding a Minimum Usage Charge. This charge had been removed on January 10, in addition to a late charge of .35. His account is currently at a zero balance with us at Downeast Energy. Considered resolved. ***
***Office ManagerDowneast Energy** *** ***
*** ** ***
*** ***
February 4, 2016This is in response to Rebuttal filed by *** ***, *** *** *** *** *** *** ***Her complaint involves: Refund or Exchange IssuesDisputed Amount: Value of tank of propane I looked into the communication between Downeast Energy and customer at this location and found that it was agreed between the two “NO CHARGE, NO CREDIT”. If we agree at this point to credit back to customer the value of the tank of propane we would apply the restocking fee of $ The propane tank that was located at *** *** *** *** is full at gallons We had credited back gallons in January; gallons remained The reimbursement of gallons would be at the price the customer paid (@ $= $95.17)(@ $= $18.02) Total reimbursement would be $- $to pick up tank leaving a credit due customer of $9.19. Please advise if *** *** wishes to proceed with above noted transactions. Thank you, *** ***Office ManagerDowneast Energy** *** ***
*** ** ***
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns
in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
A check min the amount of $is being processed and will be mailed out on Friday 7-14-
We were able to call and speak with the customer and have adjusted the delivery schedule. The customer is very happy with our service and is satisfied with the changes that we have madeThe customer has our contact information and understands that they can call me directly with any future
concerns or issuesHis concerns about his delivery schedule have been resolved
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I stand by my original claim that I was not informed of Downeast's policy of "NO CHARGE NO CREDIT" when returning their propane tank after discontinuing service. If I was aware of this I certainly would not have given up a nearly full tank of gas, I would have used it up first. I still expect a refund of the amount of gas in the tank.
Regards,
[redacted]
We have not additional response to add to the issue.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
The propane tank was almost full. I was told that Down East Energy would not refund the cost of the fuel in the tank because I was being charged $104.00 for the tank being picked up. If I'm not being charged, then I would like the money for the remainder of the tank of propane. If I only used 3.6 gal since January 2015, there should have been a lot of gas in the tank. Since I wasn't told in advance that I would not be refunded for the remaining gas, I feel that they should refund the money.
Regards,
[redacted]
The size of the tank we picked up (57 gal) only holds 48 gallons of propane, so we are correct in saying that the tank was nearly full. The customer was credited for the full 40 gallons of propane in the tank. The $104 is a labor charge to send someone out to pick up the tank that the customer requested us to pick up. This is just like a regular service call to have work done. This call took the technician over an hour to complete, and our labor charge is $104 an hour. It's the customer's choice not to do business with us anymore and have their tank picked up, and we feel that charging an hour labor to pick up a full propane tank is fair.