HOP Energy

Review: [redacted] serviced our furnace for several years. Due to their negligent inspection and improper cleaning, we experienced a fire in our furnace on October 25, 2013. The fire was caused by a build up of soot which should have been cleaned [redacted] technician. The fire was able to escape the burner through the "sight door" which had fallen off. This should have been remedied or at least brought to our attention during service inspection. The East Hampton fire department was able to extinguish the fire and relieve the house of much of the smoke. We have contacted [redacted] four times via phone and have sent two emails. Their service manager has not returned any of our correspondence and was very rude the only time we were able to actually get a hold of him on the phone.Desired Settlement: We would like [redacted] to pay for the damages to our furnace from the fire, due to their negligence, totaling $673.04

Business

Response:

[redacted]l has contacted the [redacted] and offered to settle this claim for the amount requested. Once we receive the general release form signed by them [redacted] will foward a check to them in the amount of $673.04.

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.

Sincerely,

Review: After talking to a SALES rep he asked me a bunch of questions regarding my house hold so that he could ESTIMATE my oil usage he came up with a number that he estimates would be my usage. After paying that amount for 7 months I get a bill for $2300 three times the original "Estimate", Long story short he gave me a very low number so I sign with them.Desired Settlement: Refund some of the money

Business

Response:

Originally spoke to [redacted] on 5/21, when his balance was $2316.77, we did make adjustments to his account because he had accepted a fixed price when he signed up with [redacted] and he had used more oil than the gallons estimated, so we adjusted the overage and his balance was $1767.45. I at that time offered to extend his budget, which was originally set at $270 per month, so he did not have to pay that balance at that time, so his new budget payment would be $345 per month, which would have cleared up his balance by September. [redacted] refused, I attempted to explain that we do not have a way to know exactly how much oil a customer uses in the first year.

This was an exceptionally cold winter, and looking at past tenants at that location he did seem to use a lot more oil.

I did call him again today, went over past conversation, and offered to send him $100, he refused.

[redacted] currently has a zero balance, and we have waived the Early Termination fee which he was supposed to receive when he opted out of his contract.

Review: I had a contract w/ HOP Energy, LLC [redacted]. I contacted them by phone @ the end of Nov.(Sat Nov 30th 2014) @ their [redacted] location, when my contract ended, to cancel further delivery. Then Dec 24th @ 5:30 in the morning they came and filled my tank .(I was too late to stop him, he had already filled my tank and was putting the bill on my door) I told the delivery man that I had already cancelled delivery when our contract was up. He said, the bill was from a "call in" . I did not call in. However, I did cancel. Then I called again and told them that I had already cancelled and I do not want any more oil from them. I then kept getting bill after bill and I wrote the same letter over and over again that read: Dear [redacted], I refuse to pay this bill. I called and cancelled delivery as soon as our contract was up. I also told this to the person who delivered the oil. He said, the bill was from a "call in" . I didn't call in for a delivery .I did, however, cancel. You can feel free to suck it out of my tank. If you have a problem with my refusal of paymen,t you may call me. If I recieve another bill for this I will have no choice but to notify the Revdex.com.

Thank you,

[redacted]

Then more bills sent... [redacted],... now lawyers [redacted]LLC...I send them basically the same letter over and over.... I can't see why they would still come after all of that. I'm sure you understand my frustration. When I called [redacted] complaint department the lady was very rude and said, "We are not in the business of giving away free oil" and I said, " Pump it out, I am not in the business of paying for oil I didn't order". I then told her, " I am a guitar teacher. It would be like if you no longer needed my services and told me not to come anymore but yet I still showed up to give you a lesson." She then just got even more rude and then,

She told my they don't pump out the oil once it is in tank. I can't believe they would conduct business this way. Thanks for letting me vent. I hope this situation doesn't happen to someone else.

Thank you,

[redacted]Desired Settlement: would be to not pay this bill. It's just not right.

Business

Response:

Revdex.com Complaint #[redacted]

In response

to the above-referenced complaint, HOP/[redacted] will lower the price per

gallon from $3.19 to $2.99/gal as the oil has been used.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I cancelled automatic delivery as soon as our contract was up. I know longer wanted HOP's services. They broke their own contract.

Sincerely,

Business

Response:

Response to Rejection

Revdex.com Complaint #[redacted]

In response to the Rejection, HOP/[redacted] will

make a final offer to lower the price per gallon to $2.89/gal. If this not accepted, the collection process

will continue. The Customer signed the

oil agreement which states that "terminations of account are in writing

under #12 - Termination. The

Customer did not notify HOP/[redacted] in writing.

Revdex.com Complaint #[redacted]

In response

to the above-referenced complaint, HOP/[redacted] will lower the price per

gallon from $3.19 to $2.99/gal as the oil has been used.

Business

Response:

Response to Rejection

Revdex.com Complaint #[redacted]

In response to the Rejection, HOP/[redacted] will

make a final offer to lower the price per gallon to $2.89/gal. If this not accepted, the collection process

will continue. The Customer signed the

oil agreement which states that "terminations of account are in writing

under #12 - Termination. The

Customer did not notify HOP/[redacted] in writing.

Revdex.com Complaint #[redacted]

In response

to the above-referenced complaint, HOP/[redacted] will lower the price per

gallon from $3.19 to $2.99/gal as the oil has been used.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I had spoken to them to make sure that my contract and all business ties with them were over. I explained very clearly that I no longer needed their services. I was told that " it would be noted " that our automatic delivery contract was over. They did, however, try to keep my business by offering me lower rates (as they are trying to do now) but I refused. This is, in fact, exactly how it happened. On this I stand firm.

Sincerely,

Review: In June, 2015, I contacted [redacted] about a CAP oil contract and signed up for a CAP rate of 2.499 per gallon for one year. My contract states this is a high price cap and if the daily the rate goes below 2.499 then I would get the lower price but would not go above 2.499. I was recently told that my contract does not provide such downside protection and would pay 2.499 regardless of their market price, which is contrary to the contract that was signed and explained upon signing in June. I have contacted the [redacted] branch of [redacted] and the home office of HOP with no resolution and no answer or response by telephone in HOP, as it goes right to voicemail. One person in the [redacted] branch has told me that many people have complained about this same issue. We were told by another in the industry that [redacted] is "notorious" for not honoring the cap agreement.Desired Settlement: I would like my CAP plan to be honored which is 2.499/gal for the term and lower price when the fair market price goes below 2.499 which it has now. Alternatively I would like a new contract with a lower CAP price without any cancellation fee since they were the ones to break the original contract as explained to me by the salesman and understood by me.

Business

Response:

Below is our response Mr. [redacted] was a customer of our COD oil only company. He converted his account to our Full service company in June of this year. He took advantage of a promotion where in he received a special discounted price on his first fill and then a Capped Price of $2.499 for the balance of the year. That was also a special cap as it was lower than our prevailing cap price. He entered into a one year price agreement. If our posted price for new accounts goes below $2.499, Mr. [redacted] will received that lower price. We see where he spoke to three of our customer service representatives. One was to correct the pricing on his first delivery which was done and the second was to request to go back to being a COD accounts. Mr. [redacted] was not happy with the $2.499 and wanted a lower price which we offer in our COD company. The Cap Price agreement executed by Mr. [redacted] was explained by our sales person as well as three of our customer service people. Based upon that agreement, we secured the oil, incurred the cost of setting up the new accounts plus the promotional discounts. If he chooses to go back to our COD company he can. There is a termination fee to cancel his contract. We respectively decline Mr. [redacted]'s request. The agreement does not let allow him to determine the fair market value.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

[redacted]. I feel market has dropped and will not work with me I also buy propane from a company called superior they lowered it 50cents a gallon because of market drop I was told if market drops my oil will I had two heart attacks and not working things are tuff if I pay cancel fee it goes down 40cents it makes no sense

Business

Response:

Our response to Mr. [redacted]'s rejection is below We regret that Mr. [redacted] has rejected our response to his complaint but our position and explanation remains the same. [redacted] has and will honor the Cap Price Agreement. An executed copy of that agreement is attached. The fifth sentence down under the Capped Price Program states "If our prevailing retail price for home heating oil drops below the Capped Price during the price period then you will pay our prevailing price for home heating oil. If our prevailing price drops below the $2.499, then Mr. [redacted] will get a lower price. If the price goes higher, he pays no more than the $2.499. The cancellation language should the customer want to cancel the contract is covered in section 10 on page two.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I feel this is very unfair because the salesman told me don't worry Joe if the oil market drops you are protected and it will go down. I do not know where [redacted] gets their market price from. I have contacted 4 other companies and their word "cap" is a true cap price. if it goes down with the daily market price then the customer gets the lower price. I want out of this contract with NO cancellation fee. I am going to conytimue this process further. This is no way to treat a customer.

Sincerely,

Review: After numerous attempts to contact [redacted] (supervisor) in regard to the following, there has been no contact by [redacted] to remove charges they have posted to my account. My contract was for oil and it is up as of 11/20/13. At the end of July I sent the following letter to [redacted]:"Account Number [redacted]As per your request and our conversation today, please consider this letter to cancel our contract when the term is up. We no longer have a need for oil."During that conversation I spoke with the representative about not using much oil; I have a pellet stove, and I don't foresee using anymore before the contract is up. During the contract I used:Date Cost/Gallon Gallons11/21/2012 $3.20 222.4012/27/2012 $3.70 65.101/23/2013 $3.90 82.502/21/2013 $4.20 79.40Back in February or perhaps March I spoke to [redacted] also stating how I would not need oil. (I don't have the phone records dating back that far) I asked when I should call back and they stated sometime in August or September to see if I needed more. As stated above, a conversation took place and they informed me to write a letter stating that I would like to cancel my contract when it expired if I did not need any oil, and that if I did I could call for it. After sending the letter out I received a bill for:Previous Balance $08/16/13 Termination Fee $54.609/16/13 4928514 Late Fee .83Pay This Amount $55.43Note that this was the first bill that I received, however they stated it as 30 days past due and charged me a late fee!I never cancelled this contract. In my opinion and the conversations which I have had with [redacted] back in August it will be terminated 11/20/13. However, on 9/27/13 while speaking with [redacted] he stated that we didn't use enough oil and our contract was cancelled for that reason. I never agreed to purchase a set or certain amount of oil from [redacted].Desired Settlement: Remove charges from my account.

Business

Response:

As off 10/25/2013 account # [redacted] has a zero balance as we have extended a credit of $55.43 for the early term fee.

Feel free to contact our office if there is any other concerns.

Sincerely

Hop Energy

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.

Sincerely,

Review: I signed into an agreement with Hop Energy to be my electric supplier. I switched from [redacted] to Hop Energy. I received a letter stating that my agreement was being transfered to another eletric supplier whom I know nothing about . The other company is [redacted]. I called Hop Energy customer service and asked them to switch me back to [redacted] my old supplier because I don't feel comfortable transfering to a new company I don't know. They told me no if I transfer back I'll have to be charged a termination fee. I don't understand why I should have to pay for an agreement that you are no longer going to be honoring. Shouldn't the customers have a choice to transfer to this new company without being penalized.Desired Settlement: I would like to opt out of the agreement with Hop Energy and transfered back to [redacted] without any termination fees or penalties.I should not be forced to do business with a company I did not agree to.

Business

Response:

Good Morning,

[redacted] was contacted by HOP Energy advising her that she will be let out of her contract with no termination fees. [redacted] was also advised as per the notification sent to customers by HOP , all contracts , terms and conditions will be honored by the company who acquired HOP Energy's electricity department.

Please Advise if any further information is needed

Regards,

Review: My complaint stems around my contract with [redacted] as to the price that I should be charged for oil when delivered. The contract states that I have signed up for their Cap Price Program for the period 6/4/15 - 6/30/16 and that they would deliver up to 700 gallons of home heating oil not to exceed $2.499 a gallon. They further stated that if their prevailing retail price for home heating oil drops below the cap price during the pricing period then I would pay the prevailing retail price for home heating oil. I received a delivery of oil on December 11, 2015 and was billed $2499 a gallon and questioned them as we all know that retail prices have fallen. Mr. Dixon of their office stated to me that their prevailing retail price was $2.499 a gallon on that date. I specially asked if this was the price he was selling to someone who called requesting a price. He assured me this was correct. My wife called their office as a customer requesting the current retail price and they refused to provide it. I will probably be getting another delivery within the month of January and would find it hard to believe that the prevailing price would be still $2.499 a gallon. This complaint is either one where [redacted] has their own definition of prevailing price or that they are just not honoring their contract that they make customers signedDesired Settlement: I am desiring that if the prevailing price on December 11, 2015 was below the contracted price of $2.499 per gallon that [redacted] refund the difference. Also that the next delivery state on the bill the current prevailing price to avoid this type of complaint again.

Business

Response:

Revdex.com #[redacted]

Account #[redacted]

The customer

signed up on June 8, 2015. The Cap price

of the signed contract is $2.499/gal.

The current price per gallon on this account is $1.99.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find this resolution to be the best I will get as we disagree with the contract words "prevailing retail price". I was expecting the prevailing rate to be what the current price is for this area, they are telling me it means their prevailing rate. So, they can say the prevailing rate is anything they want it to be, because it is not stated in the contract how their prevailing rate is calculated. Bottom line, we can close this complaint as we agree to disagree. I told them that I thought they offered this contract as a way to increase customers, after I fulfill my contract obligations, I will be looking for a new oil dealer.

Sincerely, **

Review: My fiance and I are first time home owners, and we have had nothing but trouble with this company since first signing our contract. First, we were told we would be getting oil deliveries when our tank was 3/4ths empty. We have yet to get down that low. This company has come out numerous times to delivery oil when it is not needed. When confronted about the issue the first time I was told they are able to deliver oil whenever they want to, its at their discretion. This is something I did not know before signing the contract and something that would have deter me from signing if aware. We accepted this, but asked to be notified when a delivery was to occur so we could be prepared financially. Needless to say, we did not receive a call the next time, and once again had an unnecessary oiled delivery. Their excuse this time was you said we needed to call, not speak to someone. Neither I nor my fianc received a call, but shame on us for not being specific. Once again we changed our preferences to we MUST receive a call and speak with someone directly. Well, this is the third time we came home to a surprise bill on our door with no call beforehand. When calling the customer service line for the third time, I was now told I was not allowed to speak on behalf of the bill. The letter I had sent, and my fianc signed, to allow me to do so had somehow disappeared, but the check enclosed with the letter was cashed. How Ironic? The customer service is horrendous. Each staff member gives you a different story, and when I asked to speak with management, he was not around the office.Desired Settlement: I would like a call from management to resolve this issue. I was told he would call me back, but have yet to speak with him.

Consumer

Response:

From: [redacted] Sent: Wednesday, February 25, 2015 8:53 AMTo: '[redacted]Subject: RE: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]

Good Morning.

This issue has been resolved and I received a call.

Thank you,

Review: I called major oil about two weeks ago and told them to stop my next delivery of home heating oil because I wanted to shop for a better price. The receptionist said ok. But then two days later they made the delivery anyway when I was at work. They also marked up the price thirty cents a gallon to $4.90/ gallon! I called them to try to find a solution to this problem, and the woman was very rude. She said she would have someone from billing call me back, but no one ever did. They also never leave a receipt on my door like their supposed to. I never really know exactly how many gallons were delivered until weeks later when the bill arrives. I think their billing me for more than they deliver.Desired Settlement: My new oil company is [redacted]. Their price is $3.50/ gallon. I would be willing to pay major oil this price for the last delivery and the one before that, which I also haven't paid yet. I will not pay any late fees either.

Business

Response:

[redacted],

In reviewing the complaint by Mr. [redacted], I went through the account thoroughly and see that he did call and spoke to Customer Service on 1/22/14 and requested that we do not make the pending January delivery because the "driveway was not open". With the weather and snow this was not an unusual request from our customers.

With that being said, requesting that we do not make a delivery because the "driveway was not open" does not stop the Automatic Delivery going forward. Hence, the delivery was made on 1/26/14. I do apologize if there was a misunderstanding.

In good faith and as a courtesy, we would be happy to adjust the 1/26/14 delivery to the price of $3.50 per gallon. This would be the only delivery to get adjusted. I have also removed the current late fees.

Please let me know if this is acceptable, and once I hear back from you with the acceptance, I will put through the adjustment on the 1/26/14 delivery.

Thank you –

Customer Service Manager

Review: I am writing to bring to your attention a serious issue I have been having with the [redacted] (CRC). I had an automatic oil delivery contract 7/25/14 thru 7/31/15 with the above mentioned company. When the contract ended, I verbalized to company after the contract expired that I would no longer need automatic delivery.

They made an unauthorized deliver October 7th 2015 and sent me a bill indicating a contract agreement. I called the company. I informed the representative (Lyndale) that my only purpose of calling is to address the unauthorized oil delivery. Since the delivery was without consent Lyndale agreed that I would only pay $2.00/gal as opposed to $2.99/gal as were being charged. He apologized and told me that this should not have happened without a contract or my permission. He very briefly mentioned the awareness of me not having a current contract with them, and would like the opportunity to discuss a new contract. I informed him that I don’t have the time to discuss a new contract at that time, however, he can email me the information and I will discuss it with my husband, if favorable, get back to him, in addition, electronically sign the contract and email it back to them. I also asked them to resend me a bill indicating my current charges and no contract status.

I called the company a few weeks later, as I did not at that time received the bill. The representative asked me if I received the contract they emailed; I told her I have not gotten a change to view it. She assured me the bill enquiring about is on its way. I received the bill later that week, which is attached, indicating my only debt to the company $243.00.

The company again made another unauthorized delivery on 12/14/15. Annoyed I called the company again. They proceeded to tell me that I am in a contract; to date I have not signed, or even viewed the contract. I spoke with a Jeff at the company on 12/16/15, who told me I verbally consented to the contract. I did no such thing!!Desired Settlement: The company again made another unauthorized delivery on 12/14/15. Annoyed I called the company again. They proceeded to tell me that I am in a contract; to date I have not signed, or even viewed the contract. I spoke with a Jeff at the company on 12/16/15, who told me I verbally consented to the contract. I did no such thing!! I never discussed in detail the content of the contract. If only a verbal contract was needed, why send an electronic document that requires a signature to be valid. Not once did I ever consent verbally or electronically to continuously deliver oil to my address. I informed him as I then viewed the first page of the contract, attached, which states “not valid until it has been signed. It must be signed by 10/18/15”.

I tried to resolve the issue, instead I felt bullied and victimized by the company. I want them to stop delivering oil at my address without permission. I refused to enter into another contract with CRC, as in the last contract I felt

Business

Response:

Revdex.com Complaint #[redacted]

Acct

#[redacted]

In response

to Revdex.com Complaint #[redacted], the last oil delivery of 132 gallons will be

re-billed at $2.00 per gallon. The

account will be terminated per the Customer’s request.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Not only did not give permission for this delivery, this company continues to over charge for service.

I recently purchased oil at $1:40 per gallon. I will not pay $2/per gal for that delivery, especially when I asked them not to deliver anymore oil to my address.

Review: We have a service contract with HOP Energy for our Air Conditioner. We scheduled an annual service call to clean the device. The technician called and asked if he could clean the device earlier than we scheduled. We agreed and asked HOP Energy if this was acceptable. We received no response. A month after the service call we received a bill and a late charge. HOP Energy has still refused to return our emails. They want us to pay for both the service contract and a/c cleaning AND a late fee when they never sent us an original bill.Desired Settlement: I want the charge for the service contract removed and the late fee removed. I'd like an apology for not returning our original email. I've been a customer of HOP Energy for over 60 years and they ignore my requests for a response. I need help!

Business

Response:

Revdex.com Complaint #[redacted]

In response

to Revdex.com Complaint #[redacted], the account has been researched and the charge has

been credited. The account has an active

service contract which covers the work performed.

Review: I signed a residential oil delivery contract with [redacted] last February 2013. I paid $3.899/gal throughout the year even when the market price of heating oil was significantly lower. When I called [redacted] in December to complain about the high price oil that I locked in, I was then told there was fuel contract that locked in the highest oil price that I would have to pay, but pay a lower price when the oil price dropped. But I was not in that contract. I requested to have the cheapest oil price option after the existing contract expired in 2/2014 which included the payment before oil delivery. But on 4/16/2014, without advance notice, 159.4 gal. of oil was delivered and billed me at $4.999/gal. It is $0.70 higher than the highest Connecticut Regional Retail Heating Oil Prices at Hartford County posted at [redacted].I complain that 1.[redacted] used bait and switch to attract new customers: used free furnace cleaning or low price for first oil delivery as baits and switched to a higher prices for subsequent sales.2.[redacted] profited from the customers when the oil price dropped by forcing the customers to pay the high price. [redacted] can protect itself from oil price going up with locked in future contract on commodity.3.[redacted] sold me oil at a price significantly higher than the highest retail price in the region. It did not call me in advance to offer me the lower pay-before-delivery price.Desired Settlement: Price adjustment to no higher than the highest retail heating oil price in the region.

Business

Response:

To whomever it may concern,

We have applied a credit of $111.58 to resolve this dispute.

Best Regards,

Valley Customer Care Retention Supervisor

Review: I am writing this for my mother who is an elderly customer of [redacted] for 52 years. She recenly received a delivery of oil at $3.09 a gallon. Upon calling the company I was told oil was $1.97 a gallon. I had asked why she was charged the $3.09 price and was told she was not in a contract and therefor given market price. This made no sense to me seeing she was a loyal custom for many years and was told they could not do anything unless she was in an oil contract. I had asked how could someone calling off the street get it for the $1.97 but she was charged the $3.09? I feel she should get the difference in price. I feel she is being taken advantage of and should be reinbused for the lower rate. Elder abuse!Desired Settlement: Billing adjustment of the difference in price approx $106.00.

Business

Response:

in respond to this complaint, HOP Energy will offer 2.499 price per gallon for the last oil delivery and a new contract going forward with a $1.999 price per gallon for first delivery.

Review: Tech came to fix leak in furnace. Boiler needed to be replaced along with a switch. Tech pointed out that my service contract does not cover repairs. However, tech did point out that my service contract was for a heat system not a boiler system. So I contacted TLC the next day with the issue. Janice was very helpful with searching for service contract info...she went back as far as 2013. The issue being, that every year TLC come out to the house to clean the furnace. However, not once did anyone mention, until last weeks service call, that I had the wrong service contract for my Boiler Furnace System. Janice said it was a mistake and that I could switch over to the correct service contract for $100 for the year. Which in fact would cover the service of the boiler and switch last week. The Manager, Frank N[redacted](sp) states that there is no problem switching the contract, but, he will not honor the repairs for last weeks service call. This is not fair! Not once was I offered or told about differing service contracts! This is the mistake of TLC for not being aware that the service agreement I had was not even the right one for my Unit.Desired Settlement: I would like TLC to refund the amount charged for fixing Boiler Unit, as it would have been covered under the correct service contract.

Business

Response:

In response to the Customer’s complaint, we have reviewed the account and determined that a refund of the $172.00 Early Termination Fee will be processed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: it was not an early termination fee issue. I spoke with Tony D[redacted] from TLC Hop Energy on Friday and he said he would refund the $314.80 for the service call. Due to the fact that I was under the wrong service contract and I agreed to upgrade to the correct service contract. Mr. D[redacted] was very understanding and apologetic for the mistake and agreed that the charge of $314.80 would be credited to my account.

Sincerely,

Business

Response:

The account will be credited $314.80.

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.

Sincerely,

Review: I signed up for auto delivery of oil through [redacted] beginning in Feb 2012. Included in the autodelivery oil "contract", was a free oil burner tune-up. PRIOR to this tune-up, my oil burner performed perfectly with no issues. Immediately AFTER the free tune up(which took place approximately in Dec 2012) that [redacted] performed, my burner stopped turning on when the thermostat reached the specified temperature. Due to this issue of malfunction, all of my home's pipes froze, upon which I called [redacted] to resolve the issue with the burner. Initially, the company told me that they could send some one out there to look at it, but they would have to charge me; of course I did not agree to this given the recent past performance.At the end of the day, I contacted the company several times over the last few months and they offered me a free service contract of which I told them I would discuss the options of this with my wife. Most recently, I called [redacted] to agree to this service contract, but was told it was no longer an available option and they voluntarily terminated the existing contract I had with them for oil delivery. I have tried to call them repeatedly, however, have not received any calls back as of late.Desired Settlement: The above issue has caused me significant cost out of pocket and I feel that [redacted] has not serviced my oil burner needs at all. At this point, since I cannot even receive a call back, I would like to see a monetary concession from them.

Business

Response:

To whom this may concern,

To resolve Mr [redacted] complaint. We have issued a courtesy service concession in the amount of $250.

Sincerely,

Customer Care Manager

Automatic [redacted]

Review: On 1/20/14 I had my annual service and cleaning performed by [redacted]uel on my oil fired boiler. I was told by the technician, #16, that my boiler was in excellent condition, but that I needed my oil tank replaced because it was leaking. [redacted]uel contracted with me to replace the tank for $2600, and the work was performed on 1/27/14. The boiler was disconnected for approximately 4 hours. When the technicians that replaced the tank restarted my boiler, the relief valve blew out on the boiler, spraying scalding hot water all over the basement. The emergency shut-off switch did not work, so the boiler had to be shut down at the electric box. I immediately called [redacted]uel to let them know what happened, as the workers who were there stated they were not able to do anything to fix the problem. Two technicians arrived 2 hours later. I asked why this would happen and was told that too much pressure had built up in the boiler. They replaced the blow out valve and the expansion tank, as well as the emergency shut-off switch. When he asked me to sign for the service, I asked if it was covered as it was caused by them, and he assured me it was. I then received an invoice for $480.70. I called them immediately to dispute it, and was told they would call me back after speaking to the service manager. When they did call back, I was told that I did have to pay because it was "just a coincidence" that the boiler failed while they were working on it. Everything was in working order before they shut it off, and I am not paying for something they caused to happen. I question the competency of either the tech who was there on the 20th to not have noticed any problems with the boiler when the service was done or the techs that installed the tank.Desired Settlement: I want this invoice removed from my account. I will not be paying for this. Period.

Business

Response:

Simply because a complaint is not resolved or removed because some one feels a certain thing does not go the way they perceive it does not necessarily make it so. First, replacing an oil tank has nothing to do with the boiler. The tank simply holds the product and serves no mechanical purpose what so ever. Second, the expansion tank is a devise on the boiler that allows the volume of water in the boiler to expand and contract with temperature changes without the pressure relief valve letting go, or letting water come out as was the case here. It should also be understood that we do not shut the system down and let it cool off to check to see if the expansion tank is working as time would not allow for that practice. So what happened here was the unit was shut down for the installation. The water in the system cooled down and contracted which allowed the system (feeder) to add water as it should. At this point a properly working expansion tank would of compensated for the added water but because it was not working it didn't. So when the boiler is turned back on and the water is heated it expands and again because the expansion tank is not working the expanded water builds up pressure which has no where to go so the pressure relief valve lets the extra water out of the system the way it was designed to. If it didn't the boiler could blow up. If there was a loss of power for a few hours when it was restored the exact same thing would of happened. So in closing to say the tech's were incompetent or they did something wrong is totally inaccurate. One thing has nothing to do with the other as unfortunately the expansion tank was not in properly operating condition but you wouldn't know that until such events bring its usefulness into play. Although we are willing to work with the customer on these costs due to their misunderstanding of the equipment and the timing of the failure it would be just as unfair to us to give free parts for some thing we truly had nothing to do with.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: In the companies response, they acknowledge that the expansion tank blew out because of the act of shutting the boiler down and restarting it. THEY shut it down, not me. It was in working order when they got there, and the blowout was caused by their actions, not mine. They are responsible. Someone should have checked and or monitored the pressure after it was restarted to avoid the blowout from even occurring. Second, the technician that came to fix the boiler after it blew told me there was no charge because it was caused by them. As to the first technicians competency, you explain that there was not enough time to shut the boiler down and restart it during the service that was performed on the 20th. He obviously did not check the emergency shut off switch that also had to be replaced on the 27th. I was not charged for that. Luckily no one was standing in front of the relief valve when it blew because they could have been very badly burned. Who would have been responsible for that?

Sincerely,

Business

Response:

We can be honest and fair or we can simply say it was their fault. AGAIN, the tank was not working and NO ONE would know that until it was in need. Yes the unit was shut off how would you replace an oil tank and keep the unit running. It was not working and it is not something that works everyday only as needed. Again we are willing to work woth you if you like but we did not comprimise your equipment in any way and if we did we would not charge.

Review: Oil was delivered to our home on May 14,2014 after he spoke with company representative in April 2014 and asked this individual not to deliver any oil until the Fall of 2014. When we called this company on Thursday May 15 th 2014,the company could tell us how many gallons were delivered. With receipt left at our home (dated 13 May 14 at 239 pm),the gallons delivered is not readable. The company's offer was to allow us to pay off the bill in monthly (although they could not tell us the amount we owed). They also stated they would give us a 25.00 dollar credit. I am not satisfied with this offer. Can you help?Desired Settlement: As a company representative verbally agreed not to deliver oil to us until Fall 2014,I believe we should not have to pay for this delivery.

Business

Response:

Valley Oil/HOP Energy Customer Service spoke to the customer to address their concern of an unscheduled oil delivery. Customer Service explained that a final delivery was required to fulfill contract. Customer understands requirement of signed contract and was issued a $25.00 credit for any inconvenience. This issue was resolved with the Customer on 5/5/14.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:It was never explained to me that the delivery was required under the contract. Furthermore,the oil delivery was made at the end of the cold months of winter in Ct. At the time of this delivery, I had enough oil left in my tank to meet my oil needs until atleast the Fall of 2014 as the amount of heating oil used for my home would greatly decrease at the end of winter and throughout the summer months. It is my opinion that the delivery of this oil was solely for the profit desires of Valley Oil. Otherwise,the delivery of oil to a customer would not be made when it is clear that the customer does not need the oil at that time.

Sincerely,

Business

Response:

In January 2014, the Customer agreed to a price of $3.999/gal for 700 gallons on automatic delivery. This price is only available for Automatic Delivery.

Review: In July 2014 I entered into a contract with [redacted] energy to purchase home heating oil. The agreed upon rate was 3.49 per gallon. This company is currently selling home heating oil for $2.89 per gallon and lower in my area. I called their customer service to see if my contract cold be renegotiated since I am currently paying over .60 cents a gallon more than what they are charging other customers. I feel as though it is completely unethical to upcharge a customer at this level! When I called [redacted] I spoke with a customer service representative named [redacted] who informed me that my only option would be to pay an early termination fee for my contract which is over 300.00 dollars. I informed him that I don't have an issue paying more than what they are currently selling oil for but I feel as though over .60 cents a gallon upcharge is totally unethical. He left me on hold for about 5 minutes than returned and again stated that this was my only option.Desired Settlement: The only outcome that I would be satisfied with would be to be allowed out of my contract without paying ANY cancellation fee or to have my oil rate reduced to a reasonable price per gallon that is not totally unethical.

Business

Response:

Revdex.com Complaint #[redacted]

Customer entered into a fixed price contract in July 2014. The price per gallon of oil fluctuates daily and is not under HOP Energy-[redacted] Energy’s control. The price of oil has dropped recently and in the future may rise again. If the customer would like to cancel his contract, the early termination fee will apply and once paid, a new contract with a new fixed rate will be established.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It is a completely unethical business practice.

Sincerely,

Review: I called DDM (Hop Energy) because my heater needed to be serviced. I described over the phone what was going on and I was told I needed a cleaning and given a price around $280. When the service guy came to my door I told him the same thing that I told the woman on the phone. He immdeiately gave me a price over $400 and he did not even touch the heater or look inside. I asked to speak to a manager, but he was not able to get in touch with one at the time. I told him that I there was no way that I was going to pay more than I was told over the phone without talking to someone first. At that point he left, but I still needed service that night because it was cold and we had no heat. So, I called someone else out to fix the problem. I later got a bill for $109 for a service call. Had I been given the higher price originally, I would have never had DDM come out. Being that the same information was given to both representatives of the company and no further diagnostic service was provided, I don't understand why I should be charged $109. Had the tech even looked inside the heater before quoting me a different price I could at least see a reason for the charge. However, as I said before, the tech did not even touch the heater let alone perform any diagnostic testing while at the house. It felt very much like a bait and switch type of event where I was given one price to get someone out there and then given another when the person arrived. I have asked to talk to a manager more than once but have not received a call back and am now on my second overdue notice. This is after leaving a long message on their answering machines asking them to make the correction and to call me if there were any issues.

Product_Or_Service: Oil heater service

Account_Number: XXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like DDM to cancel the bill and late charges.

Business

Response:

Business Response /* (1000, 5, 2013/05/24) */

Contact Name and Title: [redacted] - Serivce Mgr

Contact Phone: XXX-XXX-XXXX x2147

Contact Email: [redacted]@hopenergy.com

Mr. [redacted] called DDM Energy after regular business hours and he does not carry a service contract for his unit. A $109.00 diagnostic is therefore applicable for any service call placed. We do not deliver heating oil to this residence and our records indicate 11/20/06 was our last visit and there has not been any service at this residence for the last 5 1/2 years. Since the incident on 3/19/13, we have called & left several messages for the customer to discuss the service call. We have not been able to determine who quoted him $280.00 for the service call. Pricing is determined by the condition of the unit after the arrival of the technician. This is the purpose of the diagnostic fee and since the customer does not have a service contract, pricing must be determined at the arrival of the technician. DDM has written off the balance of $112.28 (diagnostic fee and late charge). Mr. [redacted] account has closed with a $0.00 balance. If Mr. [redacted] has any questions, he is welcome to call [redacted] at XXX-XXX-XXXX ext. [redacted]

Review: [redacted] tried to do a delivery sometime in the spring/summer we told the driver we were all set that we no longer wanted automatic deliveries. He asked if they could call us in a couple of months and we said yes but we are burning wood this year and probably won't be needing their services. I received a phone call in October asking that we return their call however we never had the opportunity to call back and they made a delivery three days later without our permission. When I called the office she informed me that there was a note from the driver saying no more deliveries but to contact the customer in October. I told her they did not have permission and that we never even returned their phone call from three days earlier because we were unavailable and that in no way allowed them to deliver a product we were not in need of or even requested. I told her I would be willing to let them pump it out, we would pump it out for them or I would pay $2/gallon so it would not be a total loss to them. She was very uncooperative and said pay 3.49/gallon or we send it to collections. I pulled my bank statements and it shows I have made payments totalling $750 from 12/12 - 9/13. I believe they may actually owe us monies. There billing has always been an issue as well as there contracts and lock in rates. They tend to deliver the day your contract expires so you are left to pay full price. I suffer from [redacted] and as a result our home needs to be warmer than most others. We decided to heat our home with wood this year as it is alot cheaper than oil and we had already made the wood purchase when the driver attempted a delivery in spring/summer time. I am really not certain of the company name as it could be terry oil, alliance express or hop energy??? I do know that we have had issues every year and with that we decided to no longer use their services. We made this clear when the driver came to not make any deliveres without our consent.Desired Settlement: I would like the company to stop billing us as I believe they owe us money. I will go back two years if necessary in bank statements to prove we owe no monies. Also I am not paying for a service/product I never requested.

Business

Response:

We have attempted to reach [redacted] on 2/18/14, 2/24/14, and 3/03/14 and have left messages but we have been unable to speak with them. In order to resolve the issue we have credited the disputed delivery of 39 gallons for a total of $136.46. The customer claimed after receiving their 11/22/13 delivery that they canceled their account in May of 2013. According to our records the customer spoke with one of our representatives on 5/15/13 and asked that they hold deliveries until after 10/01/13. In order to resolve this issue we credited the disputed delivery and reversed any associated late fees. We have mailed a transaction report to the customer which shows the previous balance that is not associated with the disputed delivery that the customer is responsible for.