Revdex.com Complaint #***
In response
to the above-referenced complaint, HOP/*** *** will lower the price per
gallon from $to $2.99/gal as the oil has been used
Complaint: ***
I am rejecting this response because: I cancelled automatic delivery as soon as our contract was upI know longer wanted HOP's servicesThey broke their own contract
Sincerely,
*** ***
We sincerely apologize for any inconvenience this incident has caused and will certainly assist in removing the credit inquiry. We can not however deliver oil to this tank as our inspection by two different employees resulted in a determination that the tank is in a condition that is not...
suitable for us to deliver oil safely and without risk to the consumer and/or environment: In accordance with company policy and industry standards, The [redacted]xpress conducts a visual inspection of new customers’ tanks. This inspection typically occurs at the time of the first scheduled delivery. Whether the customer reports that prior deliveries to the tank had been made one week or one year before The [redacted]xpress is engaged as the new fuel oil supplier makes no difference. Indeed, in most instances, The [redacted]xpress is unable to determine how much time may have elapsed since the last delivery, or why the former fuel oil supplier had stopped making deliveries. Tanks corrode over time and may otherwise suffer damage that makes them susceptible to leaking. An oil release from a leaking tank at a residential property may cause significant property loss and environmental damage, and may also impact the health and safety of the residents. For these critical reasons, if either a technician, a driver, or a dispatcher has a concern that a tank is at risk for leaking, oil will not be delivered to that tank. [redacted]s regulations expressly provide that an oil tank owner “shall insure that all tanks and appurtenances including adapters, gaskets and caps are secure, operable and without excessive wear.” [redacted] The customer may obtain services from another company, however we will not deliver oil until we have evidence that the tank being replaced.
Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
January 5, 2016
Revdex.com Complaint #[redacted]
Customer
#5[redacted]
In response
to the Customer’s complaint regarding the capped pricing plan, an early
termination fee will apply if the contract is cancelled. The customer is receiving the lowest price
based on the company’s...
prevailing price. The “ market" is the average of full service,
COD and new customer first fill pricing. The customer will not receive
the COD pricing as this is a full service company.
Complaint: [redacted]
Date Sent: 2/18/2016 8:32:53 PM Complaint: [redacted] I am rejecting this response because: There was no contract therefore no termination fee! This is the company's second mistake. The first delivery without permission they apologized and we settled for $2/per gal. I am being generous to offer payment, since I did not authorized this delivery. I will pay only $1/per gal!If I did not contact Revdex.com they would still be delivering without my permission, despite multiple calls to them requesting to stop delivery. Sincerely, [redacted]
Sincerely,
Karen Mcgowan-cottle
Revdex.com:
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,
[redacted]
I will start out by saying that yes we did overfill the oil tank which, could be a lack of attention by our driver or a situation with the vent alarm used to tell the driver when he needs to stop filling the tank. I would assure you that we would not be filling the tank again without having this...
checked out first to assure this doesn't happen again. I will also like to comment on the statements in the order they were stated in the complaint. We came to clean up the overfill at the [redacted] home and one gallon of oil was removed from the tank to assure it wouldn't continue to come out. That was the one gallon credit as no one ever called this office to talk about damaged toys, sports equipment or anything else. Our tech removed and cleaned some things at the time of his visit and left word that we would come back in a week or so to finish cleaning up so if the are damages beyond the scope of what has been presented a call to the delivery manager Yvette R[redacted] would of been appropriate. As far as the other service calls in March, yes a delivery was made on March 17th and yes a service call was placed for March 25th, eight days later. Yes we came out and checked out the unit unfortunately we had to come back on March 31st and fixed the problem as some times it takes more than one trip when the problem isn't a constant. Both calls were placed by the customer, which we still have records of and I am a little confused, as, if the call was placed and we went out and the house was open with other workers working there and we fixed the problem I am not sure what was wrong. As far as the cost [redacted] is quite aware that the services provided at his residence were well in excess of $900 and that we sold him a service contract and covered all the repairs under the contract saving him at least half of the expense. Also the "its not my fault " attitude, statement, I am not sure what is meant. I am not sure how a mechanical item breaking is any ones fault unless intentionally broken, which, I am sure is not the case. As far as our CSR's being rude I can assure you that that will never be the case as I have listened to the calls and that was not the case. Reaching the desired settlement, I will be glad to release [redacted] from his contract with us but that will involve one of two things happening there will be no refund for the existing service contract or we can refund it and bill out the work already performed which would more than double his liability. I am always willing to work with any and all customers and meet them at least half way or better if they want to be reasonable if we are truly at fault but we all need to be on the same page. I also have no idea where calls are being placed but our phone number here is ###-###-#### and any number of managers would be glad to speak to [redacted] if he is uncomfortable speaking to customer service. I personally called the supplied daytime number today but it went to voicemail. I do understand that an overfill can be a uncomfortable situation but we are willing to work with him if he called.
[redacted] 11252013
I am rejecting this response because I attached a copy of phone call where I was told they would have manager call to have oil pumped out! And by responders own admission he seen the string of emails himself and reviewed them. In which when I was told they could continue to deliver oil for contract price I said " why would I do that and I will contact you ( [redacted] ) if I want to sign a new contract " this clearly means I didn't want any more deliveries hence the " why would I do that!" So they obviously didn't review the matter very closely! Again certified by the first response only being hours from my intial complaint they really took time to look into it! They even goe back on their own word when responder states if they missed any email correspondence they would credit it all back yet they missed the whole conversation and point of it in the very string they claim they reviewed yet will not share! AGAIN THIS COMPANY ONLY CARES ABOUT FORCING THEIR OVERPRICED OIL ON PEOPLE WHO ARE NOT EVEN CUSTOMERS ANYMORE! Notice no responses to the overpriced issues they conveniently didn't reply to that! Anyway I have phone call recorded telling them to pick it up and this chain of complaint again letting them know to cone get their junk oil and they refused. I gave them amble chances and notifications that they would not be paid to come get it therefore I am not responsible by Delaware law for their discarded merchandise. They should have came and got it cause it's getting dumped now and they can try to sew me for it!
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Not really happy but I want this done and finished. The company is a complete scam and I feel entirely taken advantage of because I am a woman.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
HOP Energy, LLC ([redacted] market rate or retail rate
should be in line with the average retail rate in the state of CT as listed in
the State of CT DEEP website. http://www.ct.gov/deep/cwp/view.asp?a=4405&Q=481616&deepNav_GID=2121⇄ />
The huge discrepancy between their automatic delivery
service price and their COD pricing does not make any sense at all. There
should be oversight controls over this type of price gouging.
Example: HOP Energy, LLC – their prevailing retail
rate on 12-23-15- $2.999 and their COD rate almost 50% less- $1.599
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: There was no contract therefore no termination fee! This is the company's second mistake. The first delivery without permission they apologized and we settled for $2/per gal. I am being generous to offer payment, since I did not authorized this delivery. I will pay only $1/per gal!If I did not contact Revdex.com they would still be delivering without my permission, despite multiple calls to them requesting to stop delivery.
Sincerely,
[redacted]
Mr. [redacted], I am not sure if you are aware of this or not but Kaufman Fuel is a branch of HOP energy and in that we are we have certain rules and regulations that we have to follow that are put in place by our corporate office but there are also requirements that are put in place by the state of...
Connecticut in the form of laws. I will also say that in this branch I instruct all of our employees to treat our customers the way they would want to be treated, in other words put yourself in their shoes. The problem with this practice is that there is an expectation that there will be an understanding between both parties, if you will, that this is a two way street and unfortunately that is not always the case. In response to your problems let me resolve them in the following manner. I can assure you that your account has been terminated. I will see that there will be no further marketing to you as I am sure you would never want to do business with a company that displays a pattern of deception and finally I will have your delivery rebilled at $1.899 your COD price for that day and send you a new invoice. Len S[redacted]
After review of the complaint, we scheduled a technician to go to the location. The Technician found that a chimney liner was not installed and a new chimney liner will be installed by November 20, 2015, free of charge.
Below is our response to the customer. I have copied the customer in on the resolution. The customer is correct in her anticipation that the second year Silver Service Plan was included with the installation proposal given the wording used by our salesmen. She should not have to pay the...
$359. I also have an issue as to with the customers understanding of why she was billed the $99 and what caused the leak. I am placing a credit on the account for $458 and provide the explanations below. $359 Silver Heating Contract charge: We should have invoiced the customer in October 2015, one year from installation for the $359 price of the Silver Heating Agreement but we did not. We failed to set up that renewal date in our installation department so when that month service agreement renewals were run as well as subsequent months, it never got billed. Had it been billed, the issue would have come up prior to the need to replace the blower motor repair which was 16 months from the installation. It was not until the break down that apparently the mistake was caught on our part about it not being billed. We then compounded the surprise by presenting an either or choice. My apology. $99 Charge and relationship to the plenum leak. A plenum is tin work (metal) that connects the top of the furnace to the existing home duct work. On heat mode the combustion gases are passed over tubes in side of the furnace box. The blower motor circulates air from the rooms back over these hot tubes which causes that air to be heater and then moves up into the home. There is no water involved. When air conditioning is used, an A coil or evaporator coil is placed at the top of the furnace box and cold air is circulated into these tubes. As the blower motor brings the return air into the furnace box, that air passes over these cold tubes and provides cold air for the home. The only water or refrigerant is inside the coil tubes. The coil was found to be rusted and leaking. The plenum modification would not have been needed if we could have found a furnace to match the identical size of the existing furnace. We just would have removed the existing plenum, removed the A coil for the ac from the top of the furnace box, removed the old furnace, installed the new furnace, reconnect the A coil (air conditioning) and reconnected the plenum. Because the new furnace was not the same size, the process explained was the same but the plenum had to be modified for the new dimensions. The plenum modification had no impact on the rusting of the A coil which is where the water came from. We could not have seen the condition of the A coil when the replacement of the oil heat furnace was sold. We should have seen the rust on the day of installation and advised the customer. It is normally better to replace both system at the same time as they share common parts. There is also repetitive labor if you do one now and the other later. If this was not communicated we can still address replacing the AC and I will make the necessary reductions in price so that the customer would have no additional expense as if both were done together.
In response to the Customer’s additional questions: the termination fee has been removed and the account is not in collections. The service contract was used by the Customer for 2 separate service calls and the annual maintenance on the heating unit was performed at no cost. The service plan will remain cancelled as is.
The customer signed up on October 15, 2015. The Cap price of the signed contract is $2.34/gal and the last two deliveries were made at $1.69/ppg. The Customer has received a lower price as the contract states. The Service contract has been removed from the account as requested.
From: [redacted] Since filing my report with Revdex.com I've spoken to a representative at HOP Energy. They stated that they are writing off the bill. I have not received written...
proof of this being waived. Is there a way to place this complaint on hold pending they email me proof stating bill has been waived? Thank you, [redacted]
In response to the Customer’s complaint, TLC is a 24/7 full service company. The Customer was scheduled at the earliest possible time; all morning appointments were completely filled with other emergency calls.
Revdex.com Complaint #***
In response
to the above-referenced complaint, HOP/*** *** will lower the price per
gallon from $to $2.99/gal as the oil has been used
Complaint: ***
I am rejecting this response because: I cancelled automatic delivery as soon as our contract was upI know longer wanted HOP's servicesThey broke their own contract
Sincerely,
*** ***
We sincerely apologize for any inconvenience this incident has caused and will certainly assist in removing the credit inquiry. We can not however deliver oil to this tank as our inspection by two different employees resulted in a determination that the tank is in a condition that is not...
suitable for us to deliver oil safely and without risk to the consumer and/or environment: In accordance with company policy and industry standards, The [redacted]xpress conducts a visual inspection of new customers’ tanks. This inspection typically occurs at the time of the first scheduled delivery. Whether the customer reports that prior deliveries to the tank had been made one week or one year before The [redacted]xpress is engaged as the new fuel oil supplier makes no difference. Indeed, in most instances, The [redacted]xpress is unable to determine how much time may have elapsed since the last delivery, or why the former fuel oil supplier had stopped making deliveries. Tanks corrode over time and may otherwise suffer damage that makes them susceptible to leaking. An oil release from a leaking tank at a residential property may cause significant property loss and environmental damage, and may also impact the health and safety of the residents. For these critical reasons, if either a technician, a driver, or a dispatcher has a concern that a tank is at risk for leaking, oil will not be delivered to that tank. [redacted]s regulations expressly provide that an oil tank owner “shall insure that all tanks and appurtenances including adapters, gaskets and caps are secure, operable and without excessive wear.” [redacted] The customer may obtain services from another company, however we will not deliver oil until we have evidence that the tank being replaced.
Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
January 5, 2016
Revdex.com Complaint #[redacted]
Customer
#5[redacted]
In response
to the Customer’s complaint regarding the capped pricing plan, an early
termination fee will apply if the contract is cancelled. The customer is receiving the lowest price
based on the company’s...
prevailing price. The “ market" is the average of full service,
COD and new customer first fill pricing. The customer will not receive
the COD pricing as this is a full service company.
Good morning, after reviewing the account and speaking with the customer, all charges have been reversed.
Complaint: [redacted]
Date Sent: 2/18/2016 8:32:53 PM Complaint: [redacted] I am rejecting this response because: There was no contract therefore no termination fee! This is the company's second mistake. The first delivery without permission they apologized and we settled for $2/per gal. I am being generous to offer payment, since I did not authorized this delivery. I will pay only $1/per gal!If I did not contact Revdex.com they would still be delivering without my permission, despite multiple calls to them requesting to stop delivery. Sincerely, [redacted]
Sincerely,
Karen Mcgowan-cottle
Revdex.com:
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,
[redacted]
I will start out by saying that yes we did overfill the oil tank which, could be a lack of attention by our driver or a situation with the vent alarm used to tell the driver when he needs to stop filling the tank. I would assure you that we would not be filling the tank again without having this...
checked out first to assure this doesn't happen again. I will also like to comment on the statements in the order they were stated in the complaint. We came to clean up the overfill at the [redacted] home and one gallon of oil was removed from the tank to assure it wouldn't continue to come out. That was the one gallon credit as no one ever called this office to talk about damaged toys, sports equipment or anything else. Our tech removed and cleaned some things at the time of his visit and left word that we would come back in a week or so to finish cleaning up so if the are damages beyond the scope of what has been presented a call to the delivery manager Yvette R[redacted] would of been appropriate. As far as the other service calls in March, yes a delivery was made on March 17th and yes a service call was placed for March 25th, eight days later. Yes we came out and checked out the unit unfortunately we had to come back on March 31st and fixed the problem as some times it takes more than one trip when the problem isn't a constant. Both calls were placed by the customer, which we still have records of and I am a little confused, as, if the call was placed and we went out and the house was open with other workers working there and we fixed the problem I am not sure what was wrong. As far as the cost [redacted] is quite aware that the services provided at his residence were well in excess of $900 and that we sold him a service contract and covered all the repairs under the contract saving him at least half of the expense. Also the "its not my fault " attitude, statement, I am not sure what is meant. I am not sure how a mechanical item breaking is any ones fault unless intentionally broken, which, I am sure is not the case. As far as our CSR's being rude I can assure you that that will never be the case as I have listened to the calls and that was not the case. Reaching the desired settlement, I will be glad to release [redacted] from his contract with us but that will involve one of two things happening there will be no refund for the existing service contract or we can refund it and bill out the work already performed which would more than double his liability. I am always willing to work with any and all customers and meet them at least half way or better if they want to be reasonable if we are truly at fault but we all need to be on the same page. I also have no idea where calls are being placed but our phone number here is ###-###-#### and any number of managers would be glad to speak to [redacted] if he is uncomfortable speaking to customer service. I personally called the supplied daytime number today but it went to voicemail. I do understand that an overfill can be a uncomfortable situation but we are willing to work with him if he called.
[redacted] 11252013
I am rejecting this response because I attached a copy of phone call where I was told they would have manager call to have oil pumped out! And by responders own admission he seen the string of emails himself and reviewed them. In which when I was told they could continue to deliver oil for contract price I said " why would I do that and I will contact you ( [redacted] ) if I want to sign a new contract " this clearly means I didn't want any more deliveries hence the " why would I do that!" So they obviously didn't review the matter very closely! Again certified by the first response only being hours from my intial complaint they really took time to look into it! They even goe back on their own word when responder states if they missed any email correspondence they would credit it all back yet they missed the whole conversation and point of it in the very string they claim they reviewed yet will not share! AGAIN THIS COMPANY ONLY CARES ABOUT FORCING THEIR OVERPRICED OIL ON PEOPLE WHO ARE NOT EVEN CUSTOMERS ANYMORE! Notice no responses to the overpriced issues they conveniently didn't reply to that! Anyway I have phone call recorded telling them to pick it up and this chain of complaint again letting them know to cone get their junk oil and they refused. I gave them amble chances and notifications that they would not be paid to come get it therefore I am not responsible by Delaware law for their discarded merchandise. They should have came and got it cause it's getting dumped now and they can try to sew me for it!
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Not really happy but I want this done and finished. The company is a complete scam and I feel entirely taken advantage of because I am a woman.
Sincerely,
[redacted]
Complaint: [redacted]⇄ />
The huge discrepancy between their automatic delivery
I am rejecting this response because:
HOP Energy, LLC ([redacted] market rate or retail rate
should be in line with the average retail rate in the state of CT as listed in
the State of CT DEEP website.
http://www.ct.gov/deep/cwp/view.asp?a=4405&Q=481616&deepNav_GID=2121
service price and their COD pricing does not make any sense at all. There
should be oversight controls over this type of price gouging.
Example: HOP Energy, LLC – their prevailing retail
rate on 12-23-15- $2.999 and their COD rate almost 50% less- $1.599
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: There was no contract therefore no termination fee! This is the company's second mistake. The first delivery without permission they apologized and we settled for $2/per gal. I am being generous to offer payment, since I did not authorized this delivery. I will pay only $1/per gal!If I did not contact Revdex.com they would still be delivering without my permission, despite multiple calls to them requesting to stop delivery.
Sincerely,
[redacted]
Mr. [redacted], I am not sure if you are aware of this or not but Kaufman Fuel is a branch of HOP energy and in that we are we have certain rules and regulations that we have to follow that are put in place by our corporate office but there are also requirements that are put in place by the state of...
Connecticut in the form of laws. I will also say that in this branch I instruct all of our employees to treat our customers the way they would want to be treated, in other words put yourself in their shoes. The problem with this practice is that there is an expectation that there will be an understanding between both parties, if you will, that this is a two way street and unfortunately that is not always the case. In response to your problems let me resolve them in the following manner. I can assure you that your account has been terminated. I will see that there will be no further marketing to you as I am sure you would never want to do business with a company that displays a pattern of deception and finally I will have your delivery rebilled at $1.899 your COD price for that day and send you a new invoice. Len S[redacted]
After review of the complaint, we scheduled a technician to go to the location. The Technician found that a chimney liner was not installed and a new chimney liner will be installed by November 20, 2015, free of charge.
Below is our response to the customer. I have copied the customer in on the resolution. The customer is correct in her anticipation that the second year Silver Service Plan was included with the installation proposal given the wording used by our salesmen. She should not have to pay the...
$359. I also have an issue as to with the customers understanding of why she was billed the $99 and what caused the leak. I am placing a credit on the account for $458 and provide the explanations below. $359 Silver Heating Contract charge: We should have invoiced the customer in October 2015, one year from installation for the $359 price of the Silver Heating Agreement but we did not. We failed to set up that renewal date in our installation department so when that month service agreement renewals were run as well as subsequent months, it never got billed. Had it been billed, the issue would have come up prior to the need to replace the blower motor repair which was 16 months from the installation. It was not until the break down that apparently the mistake was caught on our part about it not being billed. We then compounded the surprise by presenting an either or choice. My apology. $99 Charge and relationship to the plenum leak. A plenum is tin work (metal) that connects the top of the furnace to the existing home duct work. On heat mode the combustion gases are passed over tubes in side of the furnace box. The blower motor circulates air from the rooms back over these hot tubes which causes that air to be heater and then moves up into the home. There is no water involved. When air conditioning is used, an A coil or evaporator coil is placed at the top of the furnace box and cold air is circulated into these tubes. As the blower motor brings the return air into the furnace box, that air passes over these cold tubes and provides cold air for the home. The only water or refrigerant is inside the coil tubes. The coil was found to be rusted and leaking. The plenum modification would not have been needed if we could have found a furnace to match the identical size of the existing furnace. We just would have removed the existing plenum, removed the A coil for the ac from the top of the furnace box, removed the old furnace, installed the new furnace, reconnect the A coil (air conditioning) and reconnected the plenum. Because the new furnace was not the same size, the process explained was the same but the plenum had to be modified for the new dimensions. The plenum modification had no impact on the rusting of the A coil which is where the water came from. We could not have seen the condition of the A coil when the replacement of the oil heat furnace was sold. We should have seen the rust on the day of installation and advised the customer. It is normally better to replace both system at the same time as they share common parts. There is also repetitive labor if you do one now and the other later. If this was not communicated we can still address replacing the AC and I will make the necessary reductions in price so that the customer would have no additional expense as if both were done together.
In response to the Customer’s additional questions: the termination fee has been removed and the account is not in collections. The service contract was used by the Customer for 2 separate service calls and the annual maintenance on the heating unit was performed at no cost. The service plan will remain cancelled as is.
The customer signed up on October 15, 2015. The Cap price of the signed contract is $2.34/gal and the last two deliveries were made at $1.69/ppg. The Customer has received a lower price as the contract states. The Service contract has been removed from the account as requested.
From: [redacted] Since filing my report with Revdex.com I've spoken to a representative at HOP Energy. They stated that they are writing off the bill. I have not received written...
proof of this being waived. Is there a way to place this complaint on hold pending they email me proof stating bill has been waived? Thank you, [redacted]
In response to the Customer’s complaint, TLC is a 24/7 full service company. The Customer was scheduled at the earliest possible time; all morning appointments were completely filled with other emergency calls.