Downeast Energy started charging a MUC (Minimum Usage Charge) in 2013. This customer opened their account in 2010, hence the reason they do not see anything about it in their propane service agreement. Since 2013 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 6/25/2010 (of 46.7 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 $104 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 $104. A refund check of $29.96 was requested on June 1, 2017 and sent out on 6/7/17. The check was sent to their address in South Carolina, as that was the address that we had in the system. On 10/4/17 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 10/4/17 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 10/5/17 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 Mr. answered the phone. I asked to speak to Mrs. And 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 me. As 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 11/14/17. 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].
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 $104 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 40 gallons (which would be less than half full) in the tank for reimbursment . I think there was more propane in the tank than 40 gallons, which would mean they would owe me more money. The 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 2 pieces of mail that I have NOT received are checks mailed to me from them!! I want the $104 removal waived.
Regards,
[redacted]
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. The business listed made specific conditions and agreements with us as consumers. We accept the current resolution as stated in the phone conversation
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 matter. Thank you.
Regards,
[redacted]
After reviewing for the charges for replacing the thermostat we find that they are correct. We have no reason to credit the customer. The new thermostat seems to be functioning properly and was installed almost 1 year ago.We serviced the unit even though they were not customers purchasing...
their heating oil from us. Not 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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. We did not ask for our operational thermostat to be replaced. Our thermostat was replaced by a technician who misled us into thinking that was necessary. He 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 capabilities. They a) took our working equipment and b) replaced it with an otherwise inferior thermostat which they quoted at over 3 times the value of which we could have bought it ourselves. The company is defending their actions saying the thermostat that was installed works, and yes, it does work- as did the one we had before. We 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 price. We had recently purchased the home and knew the previous owner used Downeast Energy for service, so I naively was shocked to see the bill. After reading Downeast's response to my complaint I am no longer shocked. We called a business for routine service and made an appointment as we had done once before. There 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]
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]
Downeast Energy started charging a MUC (Minimum Usage Charge) in 2013. This customer opened their account in 2010, hence the reason they do not see anything about it in their propane service agreement. Since 2013 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 6/25/2010 (of 46.7 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 $104 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 $104. A refund check of $29.96 was requested on June 1, 2017 and sent out on 6/7/17. The check was sent to their address in South Carolina, as that was the address that we had in the system. On 10/4/17 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 10/4/17 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 10/5/17 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 Mr. answered the phone. I asked to speak to Mrs. And 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 me. As 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 11/14/17. 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].
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 $104 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 40 gallons (which would be less than half full) in the tank for reimbursment . I think there was more propane in the tank than 40 gallons, which would mean they would owe me more money. The 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 2 pieces of mail that I have NOT received are checks mailed to me from them!! I want the $104 removal waived.
Regards,
[redacted]
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. The business listed made specific conditions and agreements with us as consumers. We accept the current resolution as stated in the phone conversation
Regards,
[redacted]
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]. .
We have provided all details and look forward to the Revdex.com's decision on this matter. Thank you.
Regards,
[redacted]
After reviewing for the charges for replacing the thermostat we find that they are correct. We have no reason to credit the customer. The new thermostat seems to be functioning properly and was installed almost 1 year ago.We serviced the unit even though they were not customers purchasing...
their heating oil from us. Not our common practice! We are a "full service"company that provides service to those customers that purchase their fuel requirements from us.
We have removed the tanks and a credit has been issued. The $104.00 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]. We did not ask for our operational thermostat to be replaced. Our thermostat was replaced by a technician who misled us into thinking that was necessary. He 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 capabilities. They a) took our working equipment and b) replaced it with an otherwise inferior thermostat which they quoted at over 3 times the value of which we could have bought it ourselves. The company is defending their actions saying the thermostat that was installed works, and yes, it does work- as did the one we had before. We 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 price. We had recently purchased the home and knew the previous owner used Downeast Energy for service, so I naively was shocked to see the bill. After reading Downeast's response to my complaint I am no longer shocked. We called a business for routine service and made an appointment as we had done once before. There 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]
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]