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Heritagenergy Reviews (5)

Review: They claim bills were sent to us for 1 year for 60$ with no responce.They came to pick up the tank 6/**/14

On 6/**/14 they came to take tank for nonpayment of 60$.They said the last time a delivery was made was May of 20013.We never got a bill from the company. When the man started to load the tank my wife told them we will pay the 60$ now to which they said no. They said we need 250$ to have the tanks brought back. I call them and explained what happened and they said they need to run a credit check on me. I told them we were willing to pay the 60$ when there man was at the house and they said no. My credit score was to low for them to make me a credit account which I was before this all happened. This company was recently bought by [redacted]. If they let me pay the 60$ like I was willing to do there would have been no reason for them to run a credit check on my account. I have always paid bills that I owe them will also ask for them to refund me the remainder of any propane that was left in the tank as a credit. This company was very cold and uncaring.Desired Settlement: I would like this complaint in there file and a refund issued to me for the remainder of propane that was in the tanks they took.

Business

Response:

Mid-Hudson Dispute Services,

Please consider this as written response to the complaint filed by [redacted] regarding the removal of our propane tank from his property. Please see the attached complaint report and the salient notes that correspond below;

· Heritagenergy delivered 9.6 gallons of propane on May *, 2013 totaling $58.08

· [redacted] never paid for the delivery and the amount was written off as a company bad debt on October **, 2013 for the amount of $60.86 (after finance charges had been applied over time)

· June **, 2014 Heritagenergy picked up the propane tank….and at that time [redacted] offered to pay the outstanding balance….13 months after the delivery.

· Account statements were sent each month to the address on the account, which was verified as being the correct address by the customer.

· Our employees attempted to set up a new account for [redacted], but he was not able to qualify for an account, due to his current credit status.

· [redacted] received the benefit of the use of the propane even though he did not pay for it

o He could never be considered for credit for remaining propane in a tank, when he did not pay for the product.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I had (2) two tanks and only use then for my cooking. I know there was more fuel in the tanks then they say. The tanks should have been weight and I should have been given a refund from that. I would have to assume that the tanks were full when they took them. They can not prove they were not.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Mid-Hudson Dispute Services,

For the record….

· [redacted] had (2) 24 gallon propane tanks at his residence….a total of 48 gallons of potential storage

· The maximum capacity of those tanks would hold 80% of the 48 gallons = 38 gallons

· When they were removed due to non-payment for the propane after an entire year….the tanks were weighed at our plant facility…in order to determine how much fuel remained in the tanks.

· The total gallons left, in total, for both tanks combined was 26 gallons

· [redacted] was credited for the dollar value of the 26 gallons

· We do not know how much cooking [redacted] did with the gas that he did not pay for…..but to think that he used 12 gallons of propane from May *, 2013 to June **, 2014 is quite within reason.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

We have not received any check for the fuel that was left in the tank. We do not want a credit as we will no longer do business with this company.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Worst company I have ever dealt with. I have been requesting service on my propane tank for almost a year now. I pay thousands a year to this company through heating and propane services that they offer and they wrongfully charge my account a fee that should be on the owners bill. I am a renter-- I informed the company of the owners account when I first signed up for services with them. I was very disappointed to receive a bill with service charges on my account that belonged on the actual owner of the house, bill. They said they would do an investigation on March [redacted], 2013. We are now going into January of 2014. I have been emailing, calling, and complaining every single month since March just to get an extremely rude customer service representative, [redacted]. So after 9 months of repeatedly complaining about the bill I inform Heritage that I need a propane delivery. So they come out 2 weeks later, deliver propane, and then lock the tank so I am unable to use the propane. But, they want the past due bill before they come out and unlock it, and then another 54.00 service charge. I don't mind paying what is mine, but, when I have continually been asking them to look at the charges they refuse. So now, I have gone without hot water for about 6 months. So finally, I ask this Bernadette about a payment arrangement-- like stated in my contract along with on the website--- this is her email: Dear [redacted]As we discussed in our email from Dec * 2013, there is no payment arrangement available. $433.18 balance plus $54.00 service fee is due. To my knowledge there is no indication that your propane tank is locked at this point. If it is we will need to come out and resume the service for you which is a chargeable call of $54.00 in addition to the paying the balance due of $422.02. for LP gas deliveries and services. In the meantime, I have removed your credit terms and changed your account to COD basis.All payments will have to be made prior to service or delivery being made. [redacted]Desired Settlement: I had asked for a payment arrangement. I then asked if I paid the service charge of 54.00 if they would unlock the tank so I could then have my bill. I was, up until now, on a delivery plan which gave me time to pay the bill AFTER I was actually able to use what I was being charged! This is outrageous. I will continue complaining to every government page. [redacted] should not have a 'customer service' position! Rude and outright unprofessional!

Business

Response:

[redacted]

Please consider this as written response to the complaint filed by [redacted]

· On March *, 2013 a Heritagenergy propane service technician was dispatched to the residence occupied by [redacted], in order to disconnect a barbeque tank that was hooked up to the home heating system and reconnect the 50 gallon propane tank at this newly established account location.

· The disconnecting a 50 gallon propane tank and subsequent connecting of a barbeque tank to a home propane system, by the homeowner or tenant at this residence, is strictly against New York State code.

o This act constitutes an interruption of propane gas supply and mandates that a leak test be performed by a certified propane service technician before propane flow can be resumed.

o The accountholder, [redacted], was charged $54.00 for the appropriate reconnecting of the Heritagenergy 50 gallon propane tank….elevating her account balance to $54.00

§ [redacted] is welcome to talk all she would like about how the service charges are not her responsibility….as many, many tenants do…..but there would be no transfer of charges over to a landlord without an agreement from that landlord, to an account set up for service purposes.

· On April **, 2013, a delivery of propane was made to the home amounting to $100.34……elevating her account balance to $154.34

· [redacted] allowed her account balance, which included another service call for the locking of the propane tank due to non-payment, to remain unpaid until November **, 2013…..at which time, she paid $226.84 to allegedly clear her balance.

o For 8 ½ months [redacted] made no attempt to pay off her account balance

o For the record….payment plans and budgets are set up in summer months, so that the accountholder will build up an appropriate credit balance in anticipation of winter deliveries

· As the result of the 11-**-13 payment, on 11-**-13, in good faith, we made a delivery of fuel oil to this residence….elevating her account balance to $636.55.

· On 11-**-13 , the payment of $226.84 was returned as uncollectible…..further elevating her account balance to $878.39.

· Unfortunately, the computer couldn’t anticipate the poor account management by [redacted], and a propane delivery ticket was printed during this time….so the delivery of propane elevated her account balance to $1,058.57.

· On December *, 2013………a full 9 months after account opening…..[redacted] made a payment that held….of $6**.00…..thankfully reducing her account balance to $433.57

· On December **, 2013, we picked up our 50 gallon propane tank and credited [redacted]’s account for the returned propane….reducing her account balance to the present figure of $239.23.

· Heritagenergy is entitled to be paid the remaining balance on this account of $239.23 by [redacted]….and this is the only solution that should be considered.

Thank you,

Review: I was on a budget plan for heating oil with the company from July 2013- June 2014 for my rental house. Upon ending the budget with my final payment in June, I never signed back on as the price of the oil was too high from this company and also I was moving at the end of the summer and would no longer need their services. They called me in June and asked me to sign back on another budget to which I told them I would not as I was planning on moving and would no longer be a resident in this house. After not having heating oil delivered for months, a random delivery came on August *, 2014. When I saw the receipt left in my door I contacted them immediately that day and told them this was an unauthorized delivery, spoke with [redacted]. They agreed that I never signed back on to a budget nor requested the oil, and I requested to have it pumped out and taken back. They forwarded me to a managers voicemail to which I was never called back. I again called the following day and the same thing, forwarded to a voicemail, left a message detailed, and no return call. I called again the following Monday and the same thing. I called a final time, August **, 2014 and spoke with [redacted], who told me I was stuck with the oil and I had to pay $750.56 immediately. I told her that it was not right and asked how long would it be before this hits my credit because I cannot afford to pay this amount right now. She hung up on me, extremely unprofessionally. I called back and spoke to [redacted], hearing [redacted] yelling in the background "I don't need to take this [redacted] when all I needed was an answer as to how long I had to pay before this effects my credit. [redacted] told me 30 days from the day it was delivered, August [redacted]'s job is to answer questions, so in all reality she does have to take this [redacted]. There was no problem with someone calling me and speaking nicely to me when I was paying them for the oil I requested, maybe they should be nice when they are charging me for something that was not requested.Desired Settlement: For the oil to be pumped back into the company's truck, or a heavy discount to be given to me since I will be forced to pay for oil I will not be using as I am moving soon. Also an apology from a company I paid nearly $4000 to in heating oil over the past year for delivering an unauthorized delivery of oil to my home and sticking me with a large bill. [redacted] in the office should also be reprimanded or laid off due to poor customer service skills and the inability to answer questions.

Consumer

Response:

At this time, I have not been contacted by Heritagenergy regarding complaint ID [redacted].

Sincerely,

Review: I was a customer of Heritagenergy for over 10 years and always paid my bills on time. I notified them that I had started with another company to supply my propane gas and I was closing my account with them, asking them to pick up their 2 tanks and refund me for the 112 gallons (approximately) remaining in the tanks. They took the tanks back and wrote refusing to refund me for the gas for which I had paid $448 plus taxes and fees to them. And they billed me $113.40 to remove the tanks. I have been told it is customary to refund on the gas taken back. ( Or have they sold it a second time so that they have gotten $ 896 for 112 gallons of propane?).Desired Settlement: Give me a Refund on the propane that was remaining in the tanks ( about 112 gallons) at the $4.003 per gallon I paid them. Minus the charge to take the tanks back and minus the balance I owe them, $36.88,for the last delivery they made before I closed my account with them. They sent me a bill for $113.40 for the removal of the tanks.

Business

Response:

Dear Ms. [redacted],

Please consider this letter as written response to your account termination letter of July **, 2013.

Your decision to terminate your Heritagenergy account, after you had another propane company

disconnect our LP tanks, brought about the forfeiture of your entitlement to the value of the product

in our tanks.

Had you actually decided to keep our tanks connected until you had the time to use the remaining

propane in the tanks, you would have been able to benefit from the use of that propane.

Also, if you had called our office and notified us of you intention to terminate your account, prior to

disconnecting our tanks and having Petro connect their LP tanks, we could have told you that all sales

are final, and that you should use the remaining product in the tanks before changing compames.

We are sorry that you chose to terminate your Heritagenergy account, disconnect our tanks and have another

company install replacement LP tanks. As of this date, we have removed our propane tanks from your premises.

We wish you all the best in your future endeavors. Thank you,

Administrative Department Head

Business

Response:

[redacted],

Since [redacted] chose to disconnect her LP tanks without notifying Heritagenergy beforehand, she forfeited the value of the

fuel in those tanks.

In consideration of the fact that she made our tanks available for removal and did not hold them at bay under lock and key,

Heritagenergy will offer the following

• $65.00 for the return of the 24 gallon LP tank

• $100.00 for the return of the 100 gallon tank

• Total offer $165.00 Thanks,

Thanks,

Administrative Department Head

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On 12/**/13 I got a delivery of oil. I have an outdoor tank and in the winter I am supposed to get kerosine. My husband immediately called Heritagenergy and informed the delivery manager, [redacted] that there had been an error. [redacted] said he would call back with an answer to the problem. He did not call back. On 12/**/13 we came home after being away overnight to find the house smelling like oil and the burner not working probably. We called service. The serviceman came and informed us that the oil had begun to gel and was clogging the line. He added10 gallons of kerosine and some other additive, but told us that that would only be a temporary fix as the weather was going to be getting much colder. Again I called [redacted] he promised that someone would come on 12/**/13 to pump out some oil and replace it with kerosine. No one came. On Monday 12/**/13 I spoke to [redacted] again after many, many calls and many, many excuses from the company. He said he was surprised and was trying to find out"who dropped the ball". He then promised that some one would come first thing Thursday morning1/*/14 with the kerosine. I was also promised the same thing by [redacted]. No one came. I called again at 11:00 am and was told we were on the delivery schedule for 1/*/14. No one came by 3:00 pm so I called again. I spoke to [redacted] and was told that the truck had broken down and I would not be getting the delivery. After speaking to him in a frantic way because we were in the middle of a snow storm and the low temperature was predicted to be minus 4 , I was afraid that the oil would gel and we would have no heat. He sent a serviceman with 20 gallons of kerosine and more additive and said that that should be okay. I would like the company to do what [redacted] had originally promised, pump out some oil ( at least half) and replace it with kerosine as that is what they are contracted to do.Desired Settlement: Pump out some oil ( at least half) and replace it with kerosine.

Business

Response:

To The [redacted]

Please consider this as written response to the complaint filed with your office by [redacted]

Heritagenergy acknowledges the concern that [redacted] had for her fuel situation with regard to her outdoor fuel storage tank.

[redacted] wanted at least half of the oil removed from her outdoor tank and to have the tank topped off with kerosene, which is not actually necessary. We did, however, remove some fuel oil and replaced it with 45 gallons of kerosene in her tank. This should mix well with the winter blend fuel oil and keep her in good working order going forward.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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Description: HEATING CONTRACTORS

Address: 625 Sawkill Road, Kingston, New York, United States, 12401

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