Complaint: [redacted]
I am rejecting this response because: it does not provide an acceptable response and provides no restitution.The statement about the comparison pricing being COD is entirely false. I have sent an inquiry to Ms. Carol S[redacted] on Jan. 10th. regarding this issue to which I received no response.It clearly showed credit card and cash price comparisons from other local companies. In that instance, none of the prices (including credit card prices) exceeded $1.85/gallon, where I was charged the full cap price of $2.19. This example is attached and more examples were provided previously to Ms. S[redacted].Quick check today proves that the prices remain at that same level. For the record, we do not have a service contract for our furnace, only the delivery contract. Nowhere does the contract specifies that the market price is not determined by the cost of oil for the area. I guess I, the customer, can only blame myself for assuming what the "market" price means. Future customers: beware of this unethical practice. "Market" in no way means price in your market and in no way reflects the actual cost of oil in your market
Secondly, the response provided in no way addresses why the automatic delivery occurred with half tank full. DDM Energy monitors our usage to the gallon and was well aware that 1/2 a tank remains. NONE of prior deliveries occurred this early. ALL prior deliveries took place when the tank had about 1/8 left. As such, we felt no need to inform the vendor our our switching plans. Had the same pattern been followed, the delivery would not have occurred till the fall, due to the warm weather coming. Since our contract would have expired in Sept no delivery was likely to occur in any case. The fact that a delivery took place in April, with half tank full, completely breaking the prior pattern clearly points to a grab for cash prior to season end. This blatant attempt to pad the bottom line is another example of lack of ethics exhibited by this company.Lastly, we have asked for verification of the HVAC system prior to purchase of the home. Our decision to purchase this particular home was based on letters from different vendors showing that any issues are resolved or not existent. We have received 5 such letters for various systems in the house. We had to call 3 vendors back with potential problem resolution. 2 have responded quickly, free of charge, and resolved the issues to our full satisfaction. DDM Energy is the ONLY company that refused to stand behind their own letter. Another example of lack of ethics.We once again request that the fee for the last delivery is waived.
Sincerely,
[redacted]
After your first year with us, we offered you our Capped Pricing Plan on January 28, 2016, which you declined. If our prevailing retail price exceeded your capped price, you wouldn’t have to pay more. If our prevailing retail posted price drops below your capped price, you would pay the...
lower price. You are currently on our Variable Price Plan and our Variable Price Plan is based on our prevailing retail price, so your price fluctuates as the cost of oil changes. Your price is based on the cost of the oil we buy. On January 12, 2018 when you called our office to discuss the December 21, 2017 delivery, you declined to discuss your future pricing options with our Customer Service representative.In good faith, we agree to rebill the December 21, 2017 delivery of 99.90 gallons at the cost of what our capped price was that day; 3.439. The late fee of $6.56 will also be waived. A total of $92.48 has been credited to the account and the balance is now $343.55. Per your request, your account has also been terminated.
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.
Revdex.com
Complaint #[redacted]
Account
#[redacted]
This Customer
has received five (5) deliveries since the capped contract was signed in
October. The October delivery was made
at $1.699 price per gallon, the November, December and January 11, 2016
deliveries were made at $2.29 price...
per gallon and the January 28, 2016
delivery was at $1.99 price per gallon. The current price per gallon on the account
is $1.99. [redacted] is a COD company
and the prices are different than a full service company. The Customer has been billed a lower amount
than the capped price as the contract stated.
Complaint: [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,
[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.
Sincerely,
[redacted]
The account will transition to a Service Only account; service contract to remain in effect until expiration in August, 2016. The customer will not receive additional oil deliveries.
In response to the complaint, the customer will be terminated per request. The $200.00 early termination fee will be deducted from the credit balance. The customer signed a Capped Pricing agreement in which the price per gallon would not be greater than $2.34. The last delivery was $1.99/gallon.
Below is the response to the customers concerns We responded to the customer's no heat call on January 30, 2016 which was a Saturday. The customer was quoted $129 for travel and to diagnose the reason why there was no heat. Prior to any repair, the customer was told that they would...
receive a repair quote. A quote was given for $259 which the customer approved prior to the repair taking place and the customer signed the quote on the work ticket. We use a Flat rate billing system which provides pricing for a particular job function. The customer is upset because he sates that the part sells at retail for $20 to $50 and wants a specific accounting by part type, manufacture and the labor charge. He feels that our failure to provide him that data violates the Federal Truth in lending laws and [redacted] Billing Rights. We did not violate any consumer law and in fact made a complete disclosure prior to driving to his home and again, prior to making the repair. The cost of the owning a service van, inventory, office, overhead, insurance, health care, benefits, holidays etc to our employee is expensive. There is also a significant amount of non productive time in vacation, training etc. All these cost are factored in the Flat rate price book. We were happy that we could restore heat to the customer home on a Saturday. Our travel time average 30 minutes so the travel time may have been more or less to his home. It then takes time to diagnose the issue and time to make the repair. We were in his home for 1.5 hours. We hope our customer understands our position on his request .
A refund check in the amount of $269.98 will be issued to the customer. They should receive this check in the mail by the end of the month (February). Thank you.
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]
The Capped Pricing plan expired on January 31, 2016. The customer is responsible for cancelling Automatic Delivery, as it states within the pricing contract. Customer was offered payment options and a new low Capped Pricing plan.
After reviewing the complaint We scheduled a technician to go out to the location. The technician found that the chimney liner was not installed and a new chimney liner will be installed November 20th free of charge.
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.
This account receives Automatic Deliveries. According to the account history, the tank has never run out of oil. Please know that in order to ensure that [redacted] receives oil deliveries once the estimated inventory approaches half a tank, we have adjusted the forecasting system for...
this account. In regards to his request for a delivery, we did deliver 195.80 gallons on March 14, 2018.
The account will be terminated per Customer’s request without an Early Termination Fee. The balance of $278.28 is due. The COD [redacted] Company ####-###-####.
Complaint: [redacted]
I am rejecting this response because: at no time were we issues a credit to our account. I was told when I called to find out why the amount per gallon I was being charged that it was an introductory rate. At no time was I offered a credit to my account. Also when I called and 200.00, I spoke with a representative who when I told her all of my issues throughout the year transferred me to another associate. The woman I spoke after holding apologized and said that because of all of the issues she was going to waive the fee and I would be all set. I thanked her for all of her help and the call was disconnected. A few minutes later I got a call saying that we had been disconnected and he wanted to get me in touch with a representative to help me. I told him that I had no idea what he was talking because the person who I was on the phone with helped me and no one hung up on the other person. He said oh ok and the call was disconnected again. I have no idea where they are getting the answer I hung up on them!
Sincerely,
Tammy Sabados
No problem, sorry for the confusion. We are writing the charge off.
Complaint: [redacted]
I am rejecting this response because: it does not provide an acceptable response and provides no restitution.The statement about the comparison pricing being COD is entirely false. I have sent an inquiry to Ms. Carol S[redacted] on Jan. 10th. regarding this issue to which I received no response.It clearly showed credit card and cash price comparisons from other local companies. In that instance, none of the prices (including credit card prices) exceeded $1.85/gallon, where I was charged the full cap price of $2.19. This example is attached and more examples were provided previously to Ms. S[redacted].Quick check today proves that the prices remain at that same level. For the record, we do not have a service contract for our furnace, only the delivery contract. Nowhere does the contract specifies that the market price is not determined by the cost of oil for the area. I guess I, the customer, can only blame myself for assuming what the "market" price means. Future customers: beware of this unethical practice. "Market" in no way means price in your market and in no way reflects the actual cost of oil in your market
Secondly, the response provided in no way addresses why the automatic delivery occurred with half tank full. DDM Energy monitors our usage to the gallon and was well aware that 1/2 a tank remains. NONE of prior deliveries occurred this early. ALL prior deliveries took place when the tank had about 1/8 left. As such, we felt no need to inform the vendor our our switching plans. Had the same pattern been followed, the delivery would not have occurred till the fall, due to the warm weather coming. Since our contract would have expired in Sept no delivery was likely to occur in any case. The fact that a delivery took place in April, with half tank full, completely breaking the prior pattern clearly points to a grab for cash prior to season end. This blatant attempt to pad the bottom line is another example of lack of ethics exhibited by this company.Lastly, we have asked for verification of the HVAC system prior to purchase of the home. Our decision to purchase this particular home was based on letters from different vendors showing that any issues are resolved or not existent. We have received 5 such letters for various systems in the house. We had to call 3 vendors back with potential problem resolution. 2 have responded quickly, free of charge, and resolved the issues to our full satisfaction. DDM Energy is the ONLY company that refused to stand behind their own letter. Another example of lack of ethics.We once again request that the fee for the last delivery is waived.
Sincerely,
[redacted]
After your first year with us, we offered you our Capped Pricing Plan on January 28, 2016, which you declined. If our prevailing retail price exceeded your capped price, you wouldn’t have to pay more. If our prevailing retail posted price drops below your capped price, you would pay the...
lower price. You are currently on our Variable Price Plan and our Variable Price Plan is based on our prevailing retail price, so your price fluctuates as the cost of oil changes. Your price is based on the cost of the oil we buy. On January 12, 2018 when you called our office to discuss the December 21, 2017 delivery, you declined to discuss your future pricing options with our Customer Service representative.In good faith, we agree to rebill the December 21, 2017 delivery of 99.90 gallons at the cost of what our capped price was that day; 3.439. The late fee of $6.56 will also be waived. A total of $92.48 has been credited to the account and the balance is now $343.55. Per your request, your account has also been terminated.
After reviewing the account, the customer has received a refund as requested.
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.
Revdex.com
Complaint #[redacted]
Account
#[redacted]
This Customer
has received five (5) deliveries since the capped contract was signed in
October. The October delivery was made
at $1.699 price per gallon, the November, December and January 11, 2016
deliveries were made at $2.29 price...
per gallon and the January 28, 2016
delivery was at $1.99 price per gallon. The current price per gallon on the account
is $1.99. [redacted] is a COD company
and the prices are different than a full service company. The Customer has been billed a lower amount
than the capped price as the contract stated.
Complaint: [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,
[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.
Sincerely,
[redacted]
The account will transition to a Service Only account; service contract to remain in effect until expiration in August, 2016. The customer will not receive additional oil deliveries.
In response to the complaint, the customer will be terminated per request. The $200.00 early termination fee will be deducted from the credit balance. The customer signed a Capped Pricing agreement in which the price per gallon would not be greater than $2.34. The last delivery was $1.99/gallon.
Below is the response to the customers concerns We responded to the customer's no heat call on January 30, 2016 which was a Saturday. The customer was quoted $129 for travel and to diagnose the reason why there was no heat. Prior to any repair, the customer was told that they would...
receive a repair quote. A quote was given for $259 which the customer approved prior to the repair taking place and the customer signed the quote on the work ticket. We use a Flat rate billing system which provides pricing for a particular job function. The customer is upset because he sates that the part sells at retail for $20 to $50 and wants a specific accounting by part type, manufacture and the labor charge. He feels that our failure to provide him that data violates the Federal Truth in lending laws and [redacted] Billing Rights. We did not violate any consumer law and in fact made a complete disclosure prior to driving to his home and again, prior to making the repair. The cost of the owning a service van, inventory, office, overhead, insurance, health care, benefits, holidays etc to our employee is expensive. There is also a significant amount of non productive time in vacation, training etc. All these cost are factored in the Flat rate price book. We were happy that we could restore heat to the customer home on a Saturday. Our travel time average 30 minutes so the travel time may have been more or less to his home. It then takes time to diagnose the issue and time to make the repair. We were in his home for 1.5 hours. We hope our customer understands our position on his request .
A refund check in the amount of $269.98 will be issued to the customer. They should receive this check in the mail by the end of the month (February). Thank you.
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]
The Capped Pricing plan expired on January 31, 2016. The customer is responsible for cancelling Automatic Delivery, as it states within the pricing contract. Customer was offered payment options and a new low Capped Pricing plan.
After reviewing the complaint We scheduled a technician to go out to the location. The technician found that the chimney liner was not installed and a new chimney liner will be installed November 20th free of charge.
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.
After reviewing this account, the balance will be credited and will have a $0.00 balance.
This account receives Automatic Deliveries. According to the account history, the tank has never run out of oil. Please know that in order to ensure that [redacted] receives oil deliveries once the estimated inventory approaches half a tank, we have adjusted the forecasting system for...
this account. In regards to his request for a delivery, we did deliver 195.80 gallons on March 14, 2018.
The account will be terminated per Customer’s request without an Early Termination Fee. The balance of $278.28 is due. The COD [redacted] Company ####-###-####.
Complaint: [redacted]
I am rejecting this response because: at no time were we issues a credit to our account. I was told when I called to find out why the amount per gallon I was being charged that it was an introductory rate. At no time was I offered a credit to my account. Also when I called and 200.00, I spoke with a representative who when I told her all of my issues throughout the year transferred me to another associate. The woman I spoke after holding apologized and said that because of all of the issues she was going to waive the fee and I would be all set. I thanked her for all of her help and the call was disconnected. A few minutes later I got a call saying that we had been disconnected and he wanted to get me in touch with a representative to help me. I told him that I had no idea what he was talking because the person who I was on the phone with helped me and no one hung up on the other person. He said oh ok and the call was disconnected again. I have no idea where they are getting the answer I hung up on them!
Sincerely,
Tammy Sabados