Mr. [redacted] in that each and every call is recorded and logged by our customer service group and there are no logs or recordings of your calls I don't understand where your calls went. Additionally I see that you are very aware of the cancellation process as you have done it with us in the past and...
it would appear that you are quite aware of how to switch company's yearly to receive new customer pricing and benefits which is understandable. As far as sending you out instructions on how to cancel your account I can assure you that we have never and will never do that because it is a simple process where emailing us or dropping us a letter to that fact is all that is necessary. Not a very in involved process and not our rule but the states. I am willing to work with you and reduce your price to $2.199 and rebill this delivery but we will not sell you the oil at a COD rate or a first delivery introductory rate even though you feel you should get it for nothing. Please let us know how you want to proceed with this and I will consider your complaint as your correspondence to terminate your account. Len S[redacted]
The request for a refund of the last delivery cannot be applied. We adhered to the contract, as signed by the customer. As stated in our previous response:-Customer is under the assumption that we do 3-month delivery schedules; we do not customize our delivery schedules. -We do not customize our billing schedules; all bills are due within 25 days of service as indicated on the billing terms of every invoice and statement on the back.
Complaint: [redacted]
I am rejecting this response because: I had spoken to them to make sure that my contract and all business ties with them were over. I explained very clearly that I no longer needed their services. I was told that " it would be noted " that our automatic delivery contract was over. They did, however, try to keep my business by offering me lower rates (as they are trying to do now) but I refused. This is, in fact, exactly how it happened. On this I stand firm.
Sincerely,
[redacted]
Our response to Mr. [redacted]'s rejection is below We regret that Mr. [redacted] has rejected our response to his complaint but our position and explanation remains the same. [redacted] has and will honor the Cap Price Agreement. An executed copy of that agreement is attached. The fifth sentence down under the Capped Price Program states "If our prevailing retail price for home heating oil drops below the Capped Price during the price period then you will pay our prevailing price for home heating oil. If our prevailing price drops below the $2.499, then Mr. [redacted] will get a lower price. If the price goes higher, he pays no more than the $2.499. The cancellation language should the customer want to cancel the contract is covered in section 10 on page two.
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.
Thank you so much for your assistance.Thank you [redacted] as well, I appreciate you working with me. I would have sent a request in writing if I was informed (as I was and did after I called about this last fill). I will forward payment in full as soon as possible. I'm sorry I could not find your email to cc my response, I hope the Revdex.com forwards it to you.Again, thank you everyone for you help, it is greatly appreciated.
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]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]. I feel market has dropped and will not work with me I also buy propane from a company called superior they lowered it 50cents a gallon because of market drop I was told if market drops my oil will I had two heart attacks and not working things are tuff if I pay cancel fee it goes down 40cents it makes no sense
Response to Rejection
Revdex.com Complaint #[redacted]
In response to the Rejection, HOP/[redacted] will
make a final offer to lower the price per gallon to $2.89/gal. If this not accepted, the collection process
will continue. The Customer signed the
oil agreement which states that "terminations of account are in writing
under #12 - Termination. The
Customer did not notify HOP/[redacted] in writing.
Revdex.com Complaint #[redacted]
In response
to the above-referenced complaint, HOP/[redacted] will lower the price per
gallon from $3.19 to $2.99/gal as the oil has been used.
In response
to Complaint #[redacted], the Service Manager has contacted the customer and
scheduled the service call for 8-12-15.
The original quote will be honored.
Complaint: [redacted]
I am rejecting this response because:Date Sent: 3/10/2016 3:06:17 PM Complaint: [redacted]I am rejecting this response because: As per the agreement "If our prevailing retail price for home heating oil drops below the Capped Price during the Pricing Period then you will pay our prevailing retail price for home heating oil." The market price was $1.59 when they delivered my home heating oil and charged me $1.99 a gallon. It is unfair that I am obligated to adhere to the agreement by paying a $200 termination fee, while they are not obligated to provide home heating oil at a reasonable market price as written in the contract. This is called price gouging and is illegal and unethical. If they will not waive the $200 termination fee it does not make sense for me to pay it, as I would be paying MORE in a termination fee, then I would be for their overpriced heating oil as the heating season is just about over. In regards to the $1.49 per gallon price I received. Originally I was verbally promised a price of $0.99 a gallon on my first delivery, they actually charged me $1.49, a $0.50 increase from what was agreed upon. 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]
In response
to Revdex.com Complaint #[redacted], the last oil delivery of 148.80 gallons will be
re-billed at $1.649 per gallon. The
Customer’s account has been terminated per his request.
Complaint: [redacted]
I am rejecting this response because:1) I was rushed into signing by their salesman, I received the contract electronically and was told if it was not electronically signed and sent back that it would be voided. I had less than an hour to respond and was assured verbally by the salesman.2)The salesman guaranteed me in our conversation that I would received notifications prior to oil delivery and I could accept or decline delivery. (this was a stipulation that I ask him for and was promised to me)3) I was told I was going to be on a variable "fair market rate" plan in which I would be paying the a fair market (not to exceed $1.749) and in actually it is a set price plan at $1.7994) There was no mention a "cancellation list" for my furnace service, I was told the earliest I could receive a cleaning would in the fall of 2016. The salesman clearly told me before signing a contract that it would be within a "week or two at most" not 5 months.Automatic TLC clearly deceived me and told me everything they could to get me to sign a contract. At no point in time did Automatic try to resolve any issue I had with them. At no point did any of their reps. say that their salesman was in the wrong or even try to look into the sales persons role in my displeasure. Instead they were all to quick to assess their STEEP penalty for early termination of contract and cancel my account. I was with Automatic TLC for just over four weeks.Automatic TLC did not live up to Anything they assured me of accept for a .20 cent discount (per gallon) on the 1st delivery of oil.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I would rather keep the contract and overpay the $40 or so on my next delivery then pay the $200 fee. The contract was a for Cap Price protection, or the current market rate. The current market rate is $1.69, you are charging 20% over the market rate. I will just wait until the contract is over and I will not use [redacted] again.
Sincerely,
[redacted]
[redacted]Sent: Wednesday, November 30, 2016 3:34 PM[redacted]
[redacted]Subject: Fw: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted] [redacted]y
[redacted]...
[redacted]HOP Response.We regret the long delay in responding to the no heat service call on October 27, 2016. We had made six deliveries of fuel prior to the date in question and all deliveries were completed within our gallonage forecast to keep the home with sufficient fuel in the oil tank. Upon investigation we now understand the cause source of the run out which caused the no heat situation was that when the new account had been set up it was not set up for how water use and therefore our delivery system did not have this as a scheduled deliver until a month later. The service tech who responded to the no heat call had a mechanical issue with his equipment hose that prevented him from being able to make a safe delivery hence a second service call was created. We are not sure in looking back as to why we had the time delay but October is the start up season when a lot of heaters that were not being used for hot water or heat come on for the first time. There is nothing in our internal log notes that sheds any light on the delay or speaks to a medical situation.Regardless of the above we should have been in better communication with our customer.
Below is the response to the customers complaint. I have copied in [redacted] and want him to know that [redacted] we will reach out to him to bring closure. We regret any miss understanding that may have occurred here. The customer's statement said "My contract with this company was over at the...
end of last year. I made it very clear by e mail and phone that I would never do business with this company again" My review below does not indicate that this was done until after the 3/18/16 delivery .If I missed any e mail correspondence from [redacted], I apologize and will credit off the $433.64 owed on the last delivery. Customer states that he could have gotten oil at 50 cents a gallon less. I have placed a credit on the account for $98.60. The oil was delivered because by our degree days system indicated to us that it was due for a delivery. We delivered 197 gallons while a day prior he ordered 180 gallons. Seems to be no disagreement that he was due for oil which answers the question of why did we delivery. Perhaps the customer did not understand that the expiration of the price agreement did not terminate the automatic delivery. If he had told us, than the mistake is on us.Since the company that he pre paid $305.27 to delivery the 180 gallons of oil can not deliver the oil as the tank is full. They should refund his money as he will not need oil until much later next fall. If this is a problem, I would be happy to call that company and if I can not resolve that issue on the customer's behalf, I will provide no interest credit terms that are agreeable with the customer. Background: The customer had a Cap Price Agreement from 1/24/15 thru 1/31/16. A requirement of this agreement was that the customer remain on automatic delivery. The Agreement also stated that upon expiration the customer would remain on automatic delivery until notice of cancellation was given of their desire to stop deliveries. We do not want to run customers out of oil especially in the winter time and run the risk of a home freezing upon over miscommunication. This contract was not over last year as it did not expire until 1/31/16. The customer does not provide the date of those mails.Our records indicate and I have reviewed a string of e mail that started on 1/21/15 through several days. Those e mails were about price concerns, thinking of signing a new price agreement and questioning why he could not get a lower price. There were no words, indication or comment about stopping automatic delivery.I have checked our internal log notes of conversations which were consistent with the e mails.We do not show any other correspondence with the customer until after the delivery on 3/18/16.
We have credited the customer account today for the amount requested of 490.87. Our records indicate that we should have made the delivery based upon our log notes and conversations the way we understood it. I see where we had miscommunications.
Complaint: [redacted]
I am rejecting this response...
because:Not only did not give permission for this delivery, this company continues to over charge for service.
I recently purchased oil at $1:40 per gallon. I will not pay $2/per gal for that delivery, especially when I asked them not to deliver anymore oil to my address.For the unauthorized delivery on 12/14/15 I will be kind enough to offer $1:00/per gal as this is the company's 2nd unauthorized delivery.
Sincerely,
[redacted]
Good afternoon,This dispute has been resolved.
In response to the rejection, the Early Termination Fee will be lowered by 50% to $100.00.
Mr. [redacted] in that each and every call is recorded and logged by our customer service group and there are no logs or recordings of your calls I don't understand where your calls went. Additionally I see that you are very aware of the cancellation process as you have done it with us in the past and...
it would appear that you are quite aware of how to switch company's yearly to receive new customer pricing and benefits which is understandable. As far as sending you out instructions on how to cancel your account I can assure you that we have never and will never do that because it is a simple process where emailing us or dropping us a letter to that fact is all that is necessary. Not a very in involved process and not our rule but the states. I am willing to work with you and reduce your price to $2.199 and rebill this delivery but we will not sell you the oil at a COD rate or a first delivery introductory rate even though you feel you should get it for nothing. Please let us know how you want to proceed with this and I will consider your complaint as your correspondence to terminate your account. Len S[redacted]
The request for a refund of the last delivery cannot be applied. We adhered to the contract, as signed by the customer. As stated in our previous response:-Customer is under the assumption that we do 3-month delivery schedules; we do not customize our delivery schedules. -We do not customize our billing schedules; all bills are due within 25 days of service as indicated on the billing terms of every invoice and statement on the back.
Complaint: [redacted]
I am rejecting this response because: I had spoken to them to make sure that my contract and all business ties with them were over. I explained very clearly that I no longer needed their services. I was told that " it would be noted " that our automatic delivery contract was over. They did, however, try to keep my business by offering me lower rates (as they are trying to do now) but I refused. This is, in fact, exactly how it happened. On this I stand firm.
Sincerely,
[redacted]
Our response to Mr. [redacted]'s rejection is below We regret that Mr. [redacted] has rejected our response to his complaint but our position and explanation remains the same. [redacted] has and will honor the Cap Price Agreement. An executed copy of that agreement is attached. The fifth sentence down under the Capped Price Program states "If our prevailing retail price for home heating oil drops below the Capped Price during the price period then you will pay our prevailing price for home heating oil. If our prevailing price drops below the $2.499, then Mr. [redacted] will get a lower price. If the price goes higher, he pays no more than the $2.499. The cancellation language should the customer want to cancel the contract is covered in section 10 on page two.
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.
Thank you so much for your assistance.Thank you [redacted] as well, I appreciate you working with me. I would have sent a request in writing if I was informed (as I was and did after I called about this last fill). I will forward payment in full as soon as possible. I'm sorry I could not find your email to cc my response, I hope the Revdex.com forwards it to you.Again, thank you everyone for you help, it is greatly appreciated.
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]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]. I feel market has dropped and will not work with me I also buy propane from a company called superior they lowered it 50cents a gallon because of market drop I was told if market drops my oil will I had two heart attacks and not working things are tuff if I pay cancel fee it goes down 40cents it makes no sense
Response to Rejection
Revdex.com Complaint #[redacted]
In response to the Rejection, HOP/[redacted] will
make a final offer to lower the price per gallon to $2.89/gal. If this not accepted, the collection process
will continue. The Customer signed the
oil agreement which states that "terminations of account are in writing
under #12 - Termination. The
Customer did not notify HOP/[redacted] in writing.
Revdex.com Complaint #[redacted]
In response
to the above-referenced complaint, HOP/[redacted] will lower the price per
gallon from $3.19 to $2.99/gal as the oil has been used.
Complaint
#[redacted]
In response
to Complaint #[redacted], the Service Manager has contacted the customer and
scheduled the service call for 8-12-15.
The original quote will be honored.
Complaint: [redacted]
I am rejecting this response because:Date Sent: 3/10/2016 3:06:17 PM Complaint: [redacted]I am rejecting this response because: As per the agreement "If our prevailing retail price for home heating oil drops below the Capped Price during the Pricing Period then you will pay our prevailing retail price for home heating oil." The market price was $1.59 when they delivered my home heating oil and charged me $1.99 a gallon. It is unfair that I am obligated to adhere to the agreement by paying a $200 termination fee, while they are not obligated to provide home heating oil at a reasonable market price as written in the contract. This is called price gouging and is illegal and unethical. If they will not waive the $200 termination fee it does not make sense for me to pay it, as I would be paying MORE in a termination fee, then I would be for their overpriced heating oil as the heating season is just about over. In regards to the $1.49 per gallon price I received. Originally I was verbally promised a price of $0.99 a gallon on my first delivery, they actually charged me $1.49, a $0.50 increase from what was agreed upon. 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]
Revdex.com Complaint #[redacted]
Acct #[redacted]
In response
to Revdex.com Complaint #[redacted], the last oil delivery of 148.80 gallons will be
re-billed at $1.649 per gallon. The
Customer’s account has been terminated per his request.
Complaint: [redacted]
I am rejecting this response because:1) I was rushed into signing by their salesman, I received the contract electronically and was told if it was not electronically signed and sent back that it would be voided. I had less than an hour to respond and was assured verbally by the salesman.2)The salesman guaranteed me in our conversation that I would received notifications prior to oil delivery and I could accept or decline delivery. (this was a stipulation that I ask him for and was promised to me)3) I was told I was going to be on a variable "fair market rate" plan in which I would be paying the a fair market (not to exceed $1.749) and in actually it is a set price plan at $1.7994) There was no mention a "cancellation list" for my furnace service, I was told the earliest I could receive a cleaning would in the fall of 2016. The salesman clearly told me before signing a contract that it would be within a "week or two at most" not 5 months.Automatic TLC clearly deceived me and told me everything they could to get me to sign a contract. At no point in time did Automatic try to resolve any issue I had with them. At no point did any of their reps. say that their salesman was in the wrong or even try to look into the sales persons role in my displeasure. Instead they were all to quick to assess their STEEP penalty for early termination of contract and cancel my account. I was with Automatic TLC for just over four weeks.Automatic TLC did not live up to Anything they assured me of accept for a .20 cent discount (per gallon) on the 1st delivery of oil.
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I would rather keep the contract and overpay the $40 or so on my next delivery then pay the $200 fee. The contract was a for Cap Price protection, or the current market rate. The current market rate is $1.69, you are charging 20% over the market rate. I will just wait until the contract is over and I will not use [redacted] again.
Sincerely,
[redacted]
[redacted]Sent: Wednesday, November 30, 2016 3:34 PM[redacted]
[redacted]Subject: Fw: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted] [redacted]y
[redacted]...
[redacted]HOP Response.We regret the long delay in responding to the no heat service call on October 27, 2016. We had made six deliveries of fuel prior to the date in question and all deliveries were completed within our gallonage forecast to keep the home with sufficient fuel in the oil tank. Upon investigation we now understand the cause source of the run out which caused the no heat situation was that when the new account had been set up it was not set up for how water use and therefore our delivery system did not have this as a scheduled deliver until a month later. The service tech who responded to the no heat call had a mechanical issue with his equipment hose that prevented him from being able to make a safe delivery hence a second service call was created. We are not sure in looking back as to why we had the time delay but October is the start up season when a lot of heaters that were not being used for hot water or heat come on for the first time. There is nothing in our internal log notes that sheds any light on the delay or speaks to a medical situation.Regardless of the above we should have been in better communication with our customer.
Below is the response to the customers complaint. I have copied in [redacted] and want him to know that [redacted] we will reach out to him to bring closure. We regret any miss understanding that may have occurred here. The customer's statement said "My contract with this company was over at the...
end of last year. I made it very clear by e mail and phone that I would never do business with this company again" My review below does not indicate that this was done until after the 3/18/16 delivery .If I missed any e mail correspondence from [redacted], I apologize and will credit off the $433.64 owed on the last delivery. Customer states that he could have gotten oil at 50 cents a gallon less. I have placed a credit on the account for $98.60. The oil was delivered because by our degree days system indicated to us that it was due for a delivery. We delivered 197 gallons while a day prior he ordered 180 gallons. Seems to be no disagreement that he was due for oil which answers the question of why did we delivery. Perhaps the customer did not understand that the expiration of the price agreement did not terminate the automatic delivery. If he had told us, than the mistake is on us.Since the company that he pre paid $305.27 to delivery the 180 gallons of oil can not deliver the oil as the tank is full. They should refund his money as he will not need oil until much later next fall. If this is a problem, I would be happy to call that company and if I can not resolve that issue on the customer's behalf, I will provide no interest credit terms that are agreeable with the customer. Background: The customer had a Cap Price Agreement from 1/24/15 thru 1/31/16. A requirement of this agreement was that the customer remain on automatic delivery. The Agreement also stated that upon expiration the customer would remain on automatic delivery until notice of cancellation was given of their desire to stop deliveries. We do not want to run customers out of oil especially in the winter time and run the risk of a home freezing upon over miscommunication. This contract was not over last year as it did not expire until 1/31/16. The customer does not provide the date of those mails.Our records indicate and I have reviewed a string of e mail that started on 1/21/15 through several days. Those e mails were about price concerns, thinking of signing a new price agreement and questioning why he could not get a lower price. There were no words, indication or comment about stopping automatic delivery.I have checked our internal log notes of conversations which were consistent with the e mails.We do not show any other correspondence with the customer until after the delivery on 3/18/16.
We have credited the customer account today for the amount requested of 490.87. Our records indicate that we should have made the delivery based upon our log notes and conversations the way we understood it. I see where we had miscommunications.
Complaint: [redacted]
I am rejecting this response...
because:Not only did not give permission for this delivery, this company continues to over charge for service.
I recently purchased oil at $1:40 per gallon. I will not pay $2/per gal for that delivery, especially when I asked them not to deliver anymore oil to my address.For the unauthorized delivery on 12/14/15 I will be kind enough to offer $1:00/per gal as this is the company's 2nd unauthorized delivery.
Sincerely,
[redacted]