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].
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]
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].
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]