HOP Energy

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.

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: Hop Energy (Which I will refer to as [redacted]) delivered without my consent oil to my house and then charged me an inflated price per gallon (almost $5 when a contract cost is under $4). I repeatedly got into sparring wars of words with the delivery and billing departments about this. I called up to cancel my automatic oil delivery which I had previously signed a contract for. I fulfilled the contract and called to make sure I was out because I wanted to pay cash for all future deliveries.I was lead through many attempts to retain my business with tricky pricing plans that made no sense. In the end I agreed to a one time delivery to my house for fuel at about $3.8 a gallon. I only agreed to one delivery and to my shock a few months later my tank had been filled without my consent. Then a bill for almost $5 a gallon was in my mailbox. This is fraudulent billing and advertising.They claim I was still on automatic delivery. OK if that claim is true then why was my fuel charge not at the price from the contract. This company is shady in its dealings and delivered oil to my house WITHOUT my consent then OVERCHARGED me. And now they forwarded my bill to collections because I refuse to pay the charge. I will pay my past due amount for the initial one time delivery. I have no problem with that. I WILL NOT PAY for the latest oil they delivered without my consent, without a valid contract, and without my knowledge.It is matters like these that the Revdex.com exists. To protect consumers from fraudulent practices and scams.Desired Settlement: I want my account taken out of collections. I want to settle my bill for the initial one time delivery that I agreed to. I do not ever wish to purchase oil from this company again. I will not pay for the oil I did not agree to. And I want an apology for insulting me, condescending me, flat out lying to me. This is no way to do business. This is my FIRST step in fighting back. I will do everything in my power to fight this injustice.

Business

Response:

The Customer agreed to a 1x oil delivery for the price of $3.799/gal. He did not state that he wanted the account terminated after delivery. Customer received another delivery in April. Customer is responsible for outstanding balance.

Review: I called for a date to have the heater cleaned for the winter season and they gave me a date of November 7, on a last minute Nov 6 they called and canceled the service and the only choice I had was December 16.My contract for 2014 is up November 27. This forces me to RENEW a $400 contract for next year to have this years service done, TOTALY Unethical Company practice, We are in our 70s and on a fixed income. I give this company a very POOR Grade for this SERVICE Or should I say NO service.Desired Settlement: Unethical practice forcing Me to renew to next years contract because they (Major Oil Inc.)Gave me a Date for service and then canceled Date ,Nov 7 to a date DEC.16 AFTER my contract ends NOVEMBER27 That is Five wks. after original date. I want a new date to have this service done Before the end of my contract of November 27 2014 so that I have a choice weather to re new or NOT

Consumer

Response:

From: [redacted]

Sent: Wednesday, November 19, 2014 12:14 AM

To: [email protected]

Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]

Revdex.com, I want to thank you for your quick response to my problem with ,HOP energy LLC .The company responded with a Phone call to resolve and change the service date to a more reasonable time. Thank you again for your consideration with my problem . [redacted]

Review: I entered into an Auto delivery contract in March 2013 and was at the time offered a special price of $3.19/ gal for my first fill up.. I signed a contract that at the time was a variable rate. And was asked how MANY gallons I expected to use, and was told my rate was determined by th I recieved at number. I have been victim to what I feel are attempts of this company of price gouging as of recently. On 3/17/14, after the end of my contractual auto delivery on March 2 2014 I received an unwanted and unannounced delivery of 196.7 gals which listed a price of $5.19 / gal on the invoice.. in utter disbelief of the price I'd seen I immediately called the local billing Dept to discuss this major discrepancy from accurrent market price ranging from $3.69-$3.79/ gal. I was offered a rate of $4.49./ gal. Which is still by far not comparable to many oil co's in the area. I spoke to a couple of different CSMs who had no solution for correction of my high bill. I am seeking a refund in the anticipated bill from this company. I feel that the Revdex.com is my last and only recourse for reporting this apparent price gouging, and terrible customer service.Desired Settlement: request is made for an adjustment made to my bill for price comparison to that of ACTUAL market prices in the area being served. And request for additional time to pay bill for said oil delivery on 3/17/14 due to unexpected expense from unauthorized delivery

Business

Response:

To whom it may concern,

To resolve complaint, we have issued a credit in the amount of $138.50, leaving a balance of $745.50. We have arranged for Mr [redacted] to make 3 monthly payments of $248.33 starting 4/17/14 , 5/17 and final payment due by 6/17/14.

Best regards

DDLC Customer Service Manager

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 a oil price cap contract with Automatic TLC oil. I did not give them a start date for the first delivery. They delivered oil with no notice or my approval. I still had over a half tank of oil and had no need for a delivery. I had to call and complain and get them to prorate the second delivery to the promotional rate. Then I got the bill and I paid it on the day it was due, yet they tried to charge me a late fee. I had to again contact them to correct another mistake. The next delivery, that was supposed to be prorated was delivered automatically at the incorrect rate. I had to call again and they had no record of the fact that it was supposed to be a discounted rate. I sent them the email documentation and request a bill.adjustment. at that time I also asked to speak to a manager about all of the issues, I was told I would get a call back. No one ever called. I made repeated requests via email and the onine help. Still no one called. I called again to request help and was told someone to call me back. I informed them that I would not pay my last bill until I received a call back from a manager and that I do not want anyone from their company to enter my property.

These are unacceptable business practices and I have no trust in this company to do anything correctly.

In additon, their daily rates are at least 50% higher than local businesses and I believe that this is to force people to pay their cap when the average local market rate. It is a disgusting practice and I don't want anything to do with this company.Desired Settlement: I don't want this business near my home again. I want to officially be released from my remaining contract. I want no further contact from this business.

Business

Response:

Revdex.com

Complaint #[redacted]

Account #[redacted]

This Customer has been contacted by a Manager

and the issues stated in the complaint have been addressed. The account has been re-billed with correct

amounts and the service has been continued

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: My contract expired with [redacted]s oil in Feb of last year. I called and spoke to a customer rep in the beginning of February who told me to call back the end of March because I wouldn't need oil until the end of March and the prices would be much cheaper. She assured me that no one would come out until I called and negotiated the price since my contract for the year had ended. The end of February [redacted]s came and filled up my tank and billed me at over 5 dollars a gallon even though my contract had expired with them. I never asked for a fill up and my contract was cancelled. When I called [redacted]s they said that was their price and they could still fill us up with an expired contract. I asked them to come pump out the oil and they refused. I called 2 other oil companies in [redacted] who had prices at the lower end of 3 dollars a gallon. When I told one of the another oil reps that I was charged over 5 a gallon he told me oh you must have [redacted]s oil, they make up their own prices. No one was at 5 dollars a gallon in ct at that time but [redacted]s. I ended up settling with [redacted]s and paid them 4 a gallon for the oil they weren't supposed to deliver. They are now trying to take me to small claims court. I spoke with their attorney who told me to put everything that happened into writing and they would dismiss it. I sent a letter detailing everything I have explained above like the attorney stated to do and now I am being taken to small claims court for 250 dollars when they completely ripped me off. I'm the victim here, not them.Desired Settlement: I would appreciate my bill of 250 being taken care of since I had already settled with them and paid them. I'm hoping this was never reported to credit bureau as well. I don't want to be contacted by their attorney with these threats which are all false.

Business

Response:

Revdex.com Complaint #[redacted]

Customer

acct #[redacted]

In response

to the Revdex.com complaint #[redacted], the account will be credited in the amt of

$[redacted]. The customer was told by [redacted] to

make a payment in the amt of $553.00 and that would clear the account. The customer made the payment and the credit

was not applied. The credit will be

applied today.

Review: Delivered unwanted fuel when asked not too twice and after receiving a letter from brinker saying they would not deliver any oil.Desired Settlement: remove oil from tank so basement renovation can continue

Business

Response:

Message to the Revdex.com

This review for this company is based on [redacted] which is a part of this company. It is possible HOP Energy is unaware of how poorly [redacted] is treating it's customers. For the past 15 months I have had nothing but trouble. It started in October of 2013. I called to renew my Price cap contract. I was quoted a price and a monthly budget payment of 245.00. 2 weeks later I hadn't received my contract to sign so I called again. The price of oil went up and I now had to pay 285.00 per month. Because they didn't do what they said they were going to do I had to pay and extra $40 a month for the next year. I was on an automatic withdrawal from my account. They should have taken out the budget amount. I realized 2 months later they only took out 100.00 for November. I set up an arrangement to pay the past due balance, part right away and the balance in January. In January I ran out of oil because they put me on a credit hold despite making arrangements. When I sent in my extra payment in December they didn't take out the monthly budget amount for December so now I was behind even more. After that they continued to take the wrong amount out for an additional 2 months. We were behind the entire year. Come October of 2014 I called again to renew my contract. They quoted a monthly budget amount of 300.00. In December I called and found out that once again they put me on a credit hold. I was not provided any warning of this. I had to pay the balance they said was past due. At this time I also found out that my monthly 300.00 budget amount was now 325.00, again no notice given by phone call or letter. To make matters worse despite changing the budget amount without telling me they were not taking out the 325.00 from my account so in December I was an additional 50.00 behind as well as the previous year's balance due. The second week of December I was told that my verbal consent to take out 325.00 was sufficient and the credit hold was removed. I called the last week of December to make sure I would get oil delivered and I was removed from the credit hold and they would withdraw 325.00 from my account. I was told that I was still on a credit hold because it was never removed and they were not going to withdraw 325.00 because they needed me to sign saying they could take out the 325.00. I signed and mailed back the form. I called again to get the status of my account. I was finally removed from the credit hold and advised if the form was received 325.00 will be removed. I decided to call another oil company to find out what they charge per gallon because [redacted] is charging me 3.84 per gallon. The other company is charging 2.35 per gallon with no other fees to pay. This amount is in line with the local average where [redacted] is ripping people off depending on the fact that, like me, people may not have the time to shop around or don't think that a company would charge such an outrageous amount. Despite [redacted] continuously not doing what they said they would for over a year they are going to charge us 350.00 to terminate the contract as well as keep the 160.00 fee for having the price cap contract and the 250.00 for the service agreement. Obviously this is incredibly poor customer service since I have had to constantly call to make sure they are doing what they should. I believe they have nullified the contract with their actions yet they are telling us we will be violating the contract by canceling. Along with this and a complaint I am planning on contacting the Massachusetts attorney general's office to see if there is any other recourse I can take.

Review: I signed a contract on 3/14/13 to have my heating system converted from oil to gas. The total cost of the job was $7983.00. This company did not complete work that was approved by the state based on the plans submitted. I had the [redacted] Inspector come on two separate occassions, one to inform me that they did not follow all the instructions for the inspection to be conducted and the second confirming that the company did not complete their work based on the plans that they submitted to [redacted]. I missed two separate days of work because of their poor business practices and they still expect me to continue to make payments on a heating system that I still do not have. My 3 children and I are in a cold house that I can only heat with space heaters. The season has swithed over to Spring but the temperatures have been 44 degrees and 38 degrees at night. This is unacceptable for the amount of money they expect me to pay for their poor service. I was told that if I would give them another chance that I would recieve credit for my troubles but when I asked for the specific amount that I would be credited I was told that I would have to wait until they complete all of their work and then I would be told the credit amount. I do not trust this company and I would recommend you to not do business with them.

Product_Or_Service: oil to gas conversion - replace boiler

Account_Number: XXXXXXX

Desired Settlement: DesiredSettlementID: Refund

I would like the company to remove their partially completed gas line and refund my down payment of $1000.00 so that I can go to a different company and get the work completed.

Business

Response:

Business Response /* (1000, 5, 2013/05/01) */

May 1, 2013

To Whom it May Concern -

With regards to [redacted] complaint, we have researched the situation thoroughly with our Installation Department. First and foremost I would like to apologize on behalf of DDM Energy for the concerns and inconveniences Ms. [redacted] has incurred. We do our best to meet the expectations of our customers at all times and we surely do not want our customers without heat.

The chain of events is as follows:

3/15/13 - We received the agreement from our Sales Representative [redacted] and ordered the boiler (pending) and mailed the HVAC Permit with the drawing to [redacted].

3/26/13 - We received a fax from Ms. [redacted] asking for assistance with the Delmarva application for gas service.

3/27/13 - We faxed applicable information to Ms. [redacted].

4/2/13 - The same fax was sent to Delmarva.

4/3/13 - Sent our technician (D58) to install the gas line.

4/10/13 - Failed [redacted] inspection - the approved plans were not onsite.

4/12/13 - Sent paperwork to Ms. [redacted] via e-mail and rescheduled the inspector for Friday, 4/19/13.

4/15/13 - Failed [redacted] inspection - the gas line was not installed as to drawing. Ms. [redacted] was upset at this time and wanted to cancel the installation completely at this point but we were granted another opportunity to rectify the situation.

4/24/13 - After returning from being out (4/18 - 4/23) our installation department communicated to Ms. [redacted] verbally and via e-mail.

4/25/13 - Correspondence via e-mail was sent to confirm (and attach) an amended contract as well as a credit of $250.00 being applied to the cost.

4/26/13 - A follow up e-mail was sent to Ms. [redacted] to see if the resolution that was discussed was acceptable

As of today, the installation is scheduled to be completed on 5/3/13 and has been confirmed with Ms. [redacted] . Again, we do apologize for the inconveniences we caused Ms. [redacted]! Should you need further information, please contact us!

Best Regards - [redacted], Customer Service Manager and [redacted] Service Manager

Review: I contacted [redacted] Oil after my service agreement expired (September 2015) and told them I no longer wanted them to deliver oil to my home. On February 4 2016 [redacted] oil made a delivery to my home without my consent and charged me almost double their advertised price for oil.Desired Settlement: I will pay agree to pay them a reasonable price for the oil (currently $1.32 per gallon). I do not trust them to remove the oil.

Business

Response:

Per the Customer’s request, the account will be terminated. The Customer is responsible for balance. Written notification is required to discontinue automatic oil delivery.

Consumer

Response:

Review: [redacted]I am rejecting this response because:

My contract with the business had expired and I notified them I no longer wanted a delivery from them. They acknowledged my request and never told me they wanted the request in writing.Sincerely,[redacted]

Business

Response:

In response to the Rejection, customer requested less deliveries, the delivery schedule was adjusted and one small partial delivery was made in 5 months. Account has been terminated. Customer is responsible for balance.

Review: This account was opened on or about 26 Dec 2013 and was handled by a [redacted]. At that time an initial payment was authorized by [redacted] to Mr. [redacted] for the amount of two hundred dollars. [redacted] then contacted [redacted] sometime around late January due to the fact that no billing statement had been received, the representative that answered at that time stated that the payment authorized on the 26th of Dec had been processed for the Jan billing cycle and that the account was in good standing. [redacted] again contacted [redacted] on or about mid-February having still received no billing statement, at that time the representative took the authorization for a credit card payment of $200 to pay the monthly budget plan that was established in the initial conversation with Mr. [redacted] and keep the account current.

The next contact made by TLC was on or about April 1st, having received no billing statements the account had become overdue and [redacted] authorized a payment of $697.58 to bring the account current, at that time [redacted] also authorized an automatic monthly payment to be made to [redacted] for the amount of $200 for the purpose of preventing mailing problems from causing the account to go past due in the future. This transaction and the set up and authorization of automatic monthly payments were also handled by Leo Marinak.

The next contact of [redacted] to [redacted] was made approximately mid-September stating that the account had again gone past due, in light of the arrangement for automatic payments made in the previous contact Mr. [redacted] requested a full invoice and statement for the account and provided his home address and email address for the statement to be sent to. It was also in this conversation that the [redacted] representative admitted that the information and authorization for the automatic monthly payments had been received and recorded, but for unknown reasons no charges were ever possessed against the card beyond the April payment of $697.58, furthermore the requested documents were never received neither at the home in hard copy, nor in the email address provided. This contact pattern repeated approximately five times, each time [redacted] repeating the request for documentation of the account and each time [redacted] failed to provide the documents as promised, therefore committing to a pattern of passive refusal to provide documentation of a debt claimed.

The next contact made by [redacted] after refusing to provide documentation of the account was through a debt collector and again [redacted] requested documentation surrounding the account, in this instance a partial and incomplete statment was mailed to [redacted] home address, still not fulfilling the request for the full invoice consistently made from the first claim.

The final contact was made by [redacted] on behalf of [redacted], and while no further documentation was provided, [redacted] was able through phone conversations, and contacting of the relevant credit card companies [redacted] was able to determine that [redacted] had failed to properly process the authorized payments in Dec and Feb as well as failed to properly process the authorized automatic monthly payments after 01 April 2014. I therefor hold that the root cause of the accounts default status lies with [redacted] and not with [redacted]; and that in light of the gross negligence [redacted] displayed in the handling of the account of [redacted] do not feel that the amount claimed of $462.66 is fair and just compensation for goods and services rendered.Desired Settlement: I wish all late fees associated with this account removed/ refunded. I am willing to negotiate a fair resolution to the remaining amount claimed; however this must include acknowledgment of the gross negligence in handling of this account

Business

Response:

Revdex.com Complaint #[redacted]

The account

has been reviewed it has been determined that we have tried to resolve this

matter by requesting copies of proof of payment so that research can be

conducted. Monthly statements are mailed

to the customer’s address reflecting all transactions that occurred that

month. Several attempts have been made

to reach the customer to resolve the issues.

The customer is responsible for the balance owed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

[redacted] did not provide invoice until demanded by a third party, invoice revealed thatpayments authorized were not processed by the company and it is because of this negligence that the account fell into past due status. I do not owe money to compensate for their mistakes.

Sincerely,

Review: On the following dates, I attempted to make contact with my oil company, [redacted] AKA HOP Energy:

1) E-mail to [redacted] on 12/31/14 regarding lower prices at the end of contract term.

( [redacted] ) - NO RESPONSE (Checked "SPAM" folder, not there.)

2) WEBsite "Contact" form on 1/5/15 (Received immediate, generic, automatic e-mail confirmation.)

3) Another e-mail to [redacted] on 1/13/15

In this e-mail, I stated my desire to TERMINATE AUTOMATIC DELIVERY if they didn't contact me right away to set a better price. Result: NO RESPONSE. (Not in "SPAM" folder, either.)

4) Attempted to call them on 1/20/15. After a number of minutes on hold, call was auto-transferred to their "Emergency Answering Service". I told her it was not an emergency. She suggested I try calling again, later.

5) WEBsite "Contact" form on 1/20/15 (Received immediate, generic, automatic e-mail confirmation.)

6) WEBsite "Contact" form on 1/21/15 (Received immediate, generic, automatic e-mail confirmation.)

In all of these contacts, I clearly indicated that I am disputing their excessive per gallon prices on non-contract delivery. I have paid for the remainder of the contract, but refuse to pay $3.99 per gallon, when the State of ** official WEBsite informs me that the average price per gallon in my area is only $2.72 per gallon. (As of 1/19/15)

I have given [redacted] (AKA HOP Energy) plenty of time to respond to each of my inquiries. Now, today, (1/21/15) I found that they automatically delivered 123 gallons, at a price of $3.79 per gallon. This is unacceptable! The average price in this area is $2.72 per gallon! On top of this, a bill was in my mailbox, with an $8.45 late fee. I had already paid the undisputed, contract portion. I did not pay for the disputed 49 gallons at $3.99 each and made note of this in my e-mail and WEB form contacts. Therefore, I also informed them that I dispute this $8.45 fee.Desired Settlement: Since I did NOT wish to receive this automatic delivery on 1/21/15 (Had they read my e-mails, they would have known this.) I truly believe that I should not have to pay for it. However, I am willing to work out a more FAIR cost, based upon the official [redacted] WEBsite report of $2.72 per gallon.

If they wish to keep me as a customer, they will need to adjust all future rates to match the State Average for the New Haven area, or I will simply change to another company that will.

Business

Response:

Revdex.com #[redacted]

Customer had

a signed contract with a fixed price of $3.899/gallon. The last delivery of 123 gallons delivered on

January 21, 2013 will be re-billed at a rate of $2.99/gallon and contract will

be terminated per customer’s request.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It needs clarification.The contract had expired, and I paid-off the remaining balance of said contract. My dispute was not over the contracted price of $3.89, because that was the price I agreed to pay for the contract duration. At the time I signed-up, that was a reasonable price. Then oil prices fell sharply, but this was NOT reflected in my bill, after the contract ended!My complaint is regarding the very high price AFTER the contract had expired. According to the State of CT WEBsite, the AVERAGE price of oil in the New Haven area was $2.72/gallon at the time that automatic delivery was made. $2.99 is a much better price than $3.79, but it is still $0.27 per gallon more than the average at the time of delivery.I consider it most unfortunate that I am forced to terminate service with [redacted], (AKA: HOP Energy) because I had been a customer for nearly 15 years. Now that I have compared prices, I see that I have been grossly overcharged for quite some time. I consider it very distressing that they ignored my attempts to communicate with them, forcing me to contact the Revdex.com to get results. My next step would have been to contact the local TV station, "News Channel 8" consumer advocate.If the company were willing to continue service at a much more reasonable price, I would reconsider.

Sincerely,

Review: I did a pre buy of heating oil for the season, making a pre-payment for oil at a price of $3.649. In late February the amount of oil that I pre-purchased had expired and one of my deliveries went over by 45 gallons. [redacted] billed me $5.19 for the remaining 45gal. When I saw the February bill a few weeks later in March [redacted] had already made another delivery of 145gal at $5.29 without my knowledge and I called [redacted] at customer service to get the situation sorted. [redacted] offered to adjust the 45 gallons to the $3.649 pre buy price as she said is typically what they do for the final delivery on pre buy customers, and reduce the 145 gallons to the market price for customers of $4.19 instead of the punitive $5.19 pricing. I told her I appreciated the offer but their service guy was coming that week to work on the boiler and before I made payment I wanted to make sure there would be no unexpected costs from that job. I asked her if she could note my account and give me her extension so I can call her back. I spoke to [redacted] today 4/15, and she pulled up my notes. I told her I wanted to pay my balance off. She told me that it would now be $4.29/G for the second delivery instead of the $4.19. I said I wasn't happy about it, but I'll pay the $4.29 and she gave me a total for around $750. I said I would like to pay the $750 w/ [redacted] then I would like to close my account. She said hold please I am having some trouble with the payment system (which was a lie, she was talking with her manager [redacted]) she then came back on and said if your closing your account you need to pay $900 we won't honor the $4.29 it will be the $5.19 price. I told her that I was very upset and she transferred me to [redacted] the manager. I told [redacted] that I wanted to pay off my account and then close it, she refused to accept the offer from 5 minutes earlier to pay the $750 unless I kept my account open. I told her that I felt like she was blackmailing me into keeping my account open and she said take it or leave it.Desired Settlement: I would like [redacted] to honor the original offer of $3.649 for the first 45 gallons and then $4.19 for the remaining 145 gallons for a total of around $735. Then I would like my account to be confirmed in good standing in writing and closed permanently. I would accept the $4.29 that I agreed to pay earlier today for a total of around $750 but only if it came with a written apology from [redacted].

Business

Response:

On 6.11.2013, [redacted] signed a pre-buy contract for automatic oil delivery, with the terms being 700 gallons at $3.649 per gallon, ending on 5.31.2014. Once all of the gallons have been delivered, or the contract end date has passed, whichever comes first, [redacted] would default to the [redacted] Fuels daily rate on the day a delivery is made. A customer remains on the daily rate until a new price contract is signed for, or we receive notification in writing that they would like to remove their account from automatic delivery, by either switching to will call or closing their account entirely.

On 2.12.2014 a delivery of 202.4 gallons was delivered with 160.9 of the gallons completing the pre-buy contract at the $3.649 price plan, and the remaining 41.5 gallons defaulting to our daily rate of that day. His next delivery took place on 3.7.2014, and our daily rate that day was $5.299.

Below are the logs entered into the customer’s account as they appear:

03/28 - [redacted] clld split del & reg del// told him will r/b split @ old prebuy price & can rebill lst del @ 4.199 with a new signed contract. he said will think about & cll back (rebilled split del but did not rebill last del waiting to hear from cust...cm

04/15 - [redacted] clld wanted to make pmt/told him I did rebill split del (prebuy rate) but did not rebill 3/7 del/was waiting to hear from him (see log 3/28) when I spoke to cust then offered 4.199 rebill if wanted to sign pa/he said will think about & cll back/asked if he wanted to go over pricing /he said they are too high/just rebill del/and he will pay off acct today & cancel/told cust if he is going to term acct I would not be able to rebill/we were doing as a courtsey/he said then he will not pay anything & we can take him to court/told cust I am trying to work w/him and if he wants to wait for pricing to see if goes lower I can rebill @ 4.299 and cll him again in a mth./cust was not happy placed him on hld/ck w [redacted] she said same thing I was telling cust./then she p/u on call & he told her same thing ..[redacted] gave him e-mail address to term acct./cust did not pay & we are not rebilling 3/7 del...cm

4/15 - [redacted] said he is not paying for that 3/7 del and we can take him to court. I broke in on the Call he had with [redacted]yn. He wants to close his account because he can get oil for 3.649. the reason he did not take [redacted]yns offer on 3/28 was because he was waiting to have his tune up done in early April then he would make his move. we offered to rebill at the 4.299 and hold out till he is ready to do new pricing but he said he wants to close his account and didnt want to get new pricing with us. said no,close my account and I gave him my email address… ns

Please let me know if I can clarify anything else regarding this situation. We did not say take it or leave it, we were giving him offers to retain him as a customer. He said he did not want to continue with [redacted] Fuel and send an email to close his account right after the phone call.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The short and simple facts of this dispute are this, I was not notified in any way when my pre-buy was up and I call [redacted] on my own to resolve the issue. When I did I was told by [redacted]ine that she would bill the 45 gallons at the pre buy price and the balance at $4.19. I asked her to note that in my account and I would call back which I did. When I called back I was told the 4.19 offer was no longer on the table, and I was annoyed that I was being nickeled and dimed for 10 cents more. I told [redacted]ine I would prefer obvisoulsy to pay the 4.19 but I will pay the 4.29, and then close my account. Once she heard this she made up some lie about her payment system not working which she later confirmed on the phone with me was a lie as she was talking to [redacted]. Kaufman had the opportunity to keep me as a happy customer which I have been for three years and receive full payment. Due to the fact that [redacted]ine would not honor the previous 4.19, would not accept 4.29, and the fact that Natioe would not work to satisfy the situation I got very upset. I am happy to make a payment for oil, but I will not pay the outrageous 5.29. I would like a fair solution that [redacted] doesn't seem to want to hounor.

Sincerely,

Business

Response:

Response to Review: [redacted]

The prebuy contract that Mr [redacted] signed informs him when and how the “price” expires. We can attach the document if you would like to review it. Again, both the $4.199 and the $4.299 offers to re-bill was a courtesy for staying on as a [redacted] Fuel customer. There was no “lie” regarding the billing system or confirmation thereof. Mr [redacted] stated that [redacted] had the opportunity to keep a happy customer when in fact he stated from the beginning that he was leaving us due to getting lower pricing elsewhere. Both times the offer to re-bill that last delivery was in conjunction with a new contract in hopes to maintain him as a customer and satisfy a situation. To rectify this situation, we will re-bill that last delivery at $4.299 and will receive a new invoice in the mail. We wish him well with his new provider.

Review: In December 2012 I engaged with DDLC in a 1 year contract for oil delivery. They made my first delivery on December 20, 2012 and again made a 60 galon delivery on January 16, 2013. I received a letter from the company a few days later stating my oil tank fill alarm was not working and needed to be repaired. I called another company who inspected the item and noted no issues.I recorded this conversation on video. I called DDLC and reported the results and asked that they continue to make deliveries. No one EVER came back,I only received another letter stating the reason for no deliveries. DDLC broke their contract with me in January and they are now sending me an embezzling bill for $350.00 termination fee and a laughable $5.00 "LATE FEE". I have contacted the Ct Dept of consumer afairs who avised me to file this complaint and follow up with legal action if needed.I want others to see dishonest way this company operates.

Product_Or_Service: Oil delivery

Account_Number: XXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

Disolve any and all termination charges imediately with a letter of appology.I have NO outstanding balances for oil purchased.

Business

Response:

Business Response /* (1000, 5, 2013/06/26) */

This letter is in response to your Revdex.com claim #XXXXXXXX. After reviewing your account and your claim, we would like to apologize for stress and inconvenience that we have caused you. It was not our intention to let you down. As requested we have removed all charges from account # XXXXXXX with DDLC and your balance is now zero. We will mail you a statement and letter of apology as well.

Again, we apologize and hope that in the future you will allow us to show you the great customer service we know we can provide you.

Review: Heating oil was delivered on 5/15/13 when I was assured on 3/20/13 that the delivery I would receive on 3/21/13 would be the last of the season.

Because I was notified that the end of my price plan year with [redacted] Energy was coming up at the end of March, I called the company on March 20 and spoke with [redacted] in the office. She told me that she could arrange for one more delivery before the end of the month so that I could use up the additional gallons on my plan. That delivery arrived on March 21 and filled my tank. She also told me that she could not sign me up for a new pricing plan until June, but that since no more oil would be delivered before then, I would be fine. She requested that I call back in June to set up a new plan. I was suprised, therefore, when 89 gallons of oil were delivered to my house on May 15. When I called the company, their best offer was a fifty cent per gallon price reduction, which is still well above market price. Apparently, it would be possible to offer me the payment plan price I had all season - but only if I signed up for another year. I am not certain why I was not offered this option in March, and I certainly did not need the 89 gallons delivered in mid-May. I am disappointed that they did not offer at least the $3.89 per gallon price I was paying all season, since their office ([redacted]) told me that I would not receive another delivery this spring and I did not want it. This is not the first time that I have had unprofessional dealings with DDLC and I am in the process of making sure that I am no longer their customer on any level.Desired Settlement: While I did not want the oil at all now, I would tolerate a settlement where I am billed at $3.89/gallon, a price that I have been paying promptly all season.

Business

Response:

Business Response /* (1000, 5, 2013/05/21) */

This letter is in response to complaint (#XXXXXXXX). We did receive your complaint and would first like to apologize for the delivery you recently received. We understand you were told that you would receive no more deliveries however a mistake was made on our end and a delivery was made anyway. We would like to make this right and re-bill this delivery at your requested $3.89 per gallon.

Again, we apologize and appreciate the business you have done with DDLC. We hope you will give us the opportunity to show you the great customer service we know we can provide.

Consumer Response /* (2110, 7, 2013/05/22) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

Though I remain frustrated that the oil was delivered at all, at least now I will be paying the price I agreed to pay at the beginning of the season.

Business Response /* (-10, 8, 2013/05/22) */

We would also like to let the customer know that because this is being re-billed in order to correct the issue; she will receive two bills. One will be for the higher rate and she can disregard and it will shortly be followed by the corrected bill. Thank you.

I've been with this company for 65 years. I have never been late with a payment. I've purchased furnaces, oil tanks, hot water tanks, and every year I purchase the gold service contract. This company guarantees 24-hour emergency service, yet I have been without hot water since last Monday. Today is Saturday. Monday, Tuesday and Wednesday I was without heat as well as hot water. I have placed numerous emergency calls to them. Last Tuesday all of my radiators boiled over and water and steam poured out of them causing significant damage to my hardwood floors and carpets. All I have been offered is $100 off the cost of my next service contract, and I've been informed that it will cost me $765 to finally fix the problem because my service contract does not cover this replacement part. This is totally outrageous. There is a repairman here now, the 4th one since Monday, and I'm really hoping the furnace is repaired in my lifetime.

Review: My husband and I have an account with this company it is under my husband’s name [redacted] and our account number is [redacted]. We have had a problem with this company form the begin of our "contact" we have automatic delivery with this company and a service contact. For the service contact they did not come out and service our furnace and such like they were supposed to. That’s on the smaller end of problems. The larger problem is that the deliveries are inconsistent. We were told that we get down to 1/4 of a tank that we would receive a delivery and if we need any deliveries sooner all we had to do was call. When we initially signed up we were estimated with one number. Which turned out to be incorrect and we were receiving orders every month: February we receive a deliver on the 16th for 87.2 gallons of oil, march 7th 104.2 gallons of oil, March 29th 90.7 gallons of oil in May when we were supposed to be on a payment plan we received a final statement with a full balance due and full along with a new budget plan different form the amounts we had been quoted on the phone a total of $1840.03 which included the past due budge amount of $1294.03 ad a current month budget of $546. In June we received a delivery of 110.8 gallons of oil because we made a payment at the end of May, which sparked a delivery in their system according to the individuals we spoke to on the phone at the time. In July I was told that the full balance was due in April, so we were charged late fees for not paying the full balance even thought we were paying the payment plan balance we were giving. In July we received a delivery of 40.32 gallons. After calling and speaking to several people I finally spoke to a young lady I believe her name was [redacted]. She went over the whole account with me I spoke to her with just paying the amount down and receiving no delivers until a zero balance because the last woman I spoke to was supposed to note the system and never did which ended in us receiving the august deliver for making a payment, because their system told them to deliver oil. So in august we had a new payment plain of 330 and no deliveries until the end of November. We are in a fixed rate of $3.849 for oil. Today we have spoken to them about canceling the “contract” that we have with them. We were told we could not cancel because we have a balance. So I have paid them in full and we now owe [redacted] ZERO dollars. I called and spoke with [redacted] in the [redacted] after she spoke to my husband and she told him we are down to received 800 gallons of oil and that we cannot cancel because we are under contact to receive 800 more gallons and according to the contract we will have to pay 286.96 to cancel the contract. Which was never told to me or my husband and according to the bill statements our contract ended in April when the full amount was due. [redacted] manager is [redacted] and, [redacted] Manager is [redacted] this is the information according to [redacted] in the [redacted]. (the names are spelled wrong because [redacted] was not forthcoming on the phone.) [redacted] told me that [redacted] had already gone above and beyond and that we could not cancel and that if we wanted to cancel it would cost us to do so. We have not received oil since August 6, 2014. I did not want to receive any more oil from this company. The do not deliver like they are supposed to they deliver oil whenever they see fit which is an inconvenience to the customer because all that is doing is racking up a bill that we are stuck with. The last few dates this company delivered oil it was not need and oil spilled in my basement which they did not clean. This is the Problem we have had from the start until now. All with in the year of 2014Desired Settlement: I do not wish to continue this "contract" with [redacted] Fuel, I do not want any more oil sent to my house from this company. I am not asking for my money to be refuned from august or for the late fees I was charged while I was on a payment plan. I do not want a contact I am not paying the cancelation/ termination fee because that was never mentioned until toady when we spoke of canceling. I do not want any more oil coming to my home form [redacted] Fuel or any compnay affiliated with [redacted] Fuel. I do not want to recieve any more bills for [redacted] Fuel. they have been paid in full as of today November 6, 2014 transaction id: [redacted], Authorization code: [redacted]. I want this "Contract" Terminated with no Termination Fee.

Consumer

Response:

The representatives from [redacted] fuel also told both my husband and myself that we have 800+ more gallons that they have to deliver to us. From now until January when our contract supposedly ends. That doesnt seem like oil being deliver as needed, does not sound like when you get to 1/4 of a tank oil is delivered sounds like this company delivers when every they feel like. Not keeping their end of the contract but they wish me to have to pay a termination fee when they have previously already breached the contract. I spoke to a [redacted] from [redacted] fuel Thursday november 6th who was supposed to have someone get back to me about our contract I have heard nothing. He told me was going to send us a bill for terminating the contract I told him I wanted to speak to his supervisor because that doesn't resolve the issue. No phone call yet.

Sent from my [redacted]

Consumer

Response:

From: [redacted]

Sent: Monday, November 10, 2014 12:42 PM

To: [redacted]

Subject: RE: Complaint [redacted]

I spoke with [redacted] from [redacted] fuel today November 10th, 2014. Although I still do not agree with how thise company works. The outcome currently is that they will delivery November 24th 2014 and from there they will tell me us if we have another delivery or not which well determine wetether or not we needed another deliver determing if our contarct will end without another delivery. So this is the best I can get so I will take it. You can close the case. I hope not to have to report them in the future.

Business

Response:

Revdex.com Complaint #[redacted]

Customer signed a fixed contract effective 1-29-14, automatic delivery with a $350.00 early termination fee. Automatic oil delivery is based on estimated useage and delivered as such. The early termination fee is documented within the signed contract and because of this the fee will not be waived.

Review: I entered into a contract about 1 to 2 years ago to receive automatic oil deliveries, apparently the contract ended sometime - I don't know when and they continued to deliver oil to my house.On January 16th I received a bill with the rate of $4.0990 per gallon which I paid then in On March 13th I received a bill with them charging me 233.1 Gallons @ $5.2990 Per Gallon $1,235.20 outrageous - I have news paper clipping of oil being 3.50 to 3.59 per gallon -I feel they took advantage of me - I am a retired 86 year old - on a fixed income.TLC said they charged that rate because I was no longer under contract and that they would take a $1.00 off if I would enter into a new contract with themDesired Settlement: I would like to pay a reasonable rate or what other clients paid that day whether they were under contract or not - a piece of paper shouldn't affect the rate that drastically - they offered me a credit of $233.10 ($1.00 a gallon) only if I entered into a new contract with them

Business

Response:

To whom it may concern,

As a courtesy we have given [redacted] a credit totaling $396.27 for delivery made on 3/13/14. Per Mr. [redacted] request , his account has been terminated as of 4/10/14. A revised statement has been mailed out.

Best regards,

Customer Service Manager

Automatic TLC Fuel Oil Company

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.

As of today we have not received the credit of $396.27 but will except this as settlement when payment is received.

Sincerely,