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
January 5, 2016
Revdex.com Complaint #[redacted]
Customer #[redacted]
In response
to the Customer’s complaint regarding the capped pricing plan and cancellation
of her account without a fee, her account has been closed with no outstanding
balance.
Complaint: [redacted]
I am rejecting this response because: I am not sure what this contract would entail. I would like the 1.99 price and whats in the contract. Thank you
Sincerely,
[redacted]
From: Meagan R[redacted] Sent: Tuesday, January 02, 2018 2:29 PM To: [redacted] Cc: [redacted] Subject: Revdex.com ID #[redacted] Good Afternoon,...
Please see our response to Revdex.com ID [redacted] below: This complaint was resolved with [redacted] on 12-07-2017. A credit in the amount of $269.82 was applied to the account on 12-07-2017. The current balance is $0.00.
We have agreed to honor the cleaning scheduled for June 29, 2018. We have reached out to the customer notifying him of the estimated time of arrival for our Technician.
[redacted] first terminated his account with us in the summer of 2015 due to price but was not obligated to pay an early termination fee because he was not signed up in any pricing contract. He chose to return as a customer of ours during the winter of 2016; again, profiting from our New Customer...
Prices. Now that the summer months are amongst us, he again chose to terminate his account. The pricing contract, which he signed, clearly states that should an account be terminated prior to the end of the pricing period, you will be charged an early termination fee. [redacted] requested a COD (Cash on Delivery) price of 2.099. DDLC Energy is not a COD company, we are a full service company. Since we would like to put this issue to rest, we agree to waive the early termination fee, totaling $121.79.
I will credit the account and reverse the late fee. On Thu, Mar 24, 2016 at 10:58 AM, [redacted] <[redacted]> wrote: Our response to the customers rejection is below Our position with regard to our Flat Rate billing process remains that is an accepted, legal and ethical business pratice. We also disagree that listing the part type and part manufacture are a standard business pratice. We identified the part as an igniter. The part number and manufacture is on the part. There are different models and manufactures. We are not in a position with certainty to be able to identify from our records what specific part this is to answer your question. Our apologies for two issues in how we communicate with you as both were mistakes on the part of our employee. They did not follow company policy and because of that confusion was created as well as an unauthorized repair. The $99 diagnosis and travel fee is Monday to Friday during normal business hours. The after hours, weekend and holiday rate is the $129 that I quoted in the response. It's possible that the employee made a mistake by quoting you $99. We have issues a credit to your account of $30 to correct the mistake.I have issues a credit of $259 for the repair work as you stated that it was not authorized by your self prior to the repair. I see where you signed for the repair at the end of the job. Thank you for taking the time to respond so we can make the necessary correction. We will take the opportunity to remind all employees and not just those whom you came into contact with with.
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]
Mr. [redacted], let me try to make this as clear as possible for you and make sure I try to answer your complaints. Yes we will call customers before we deliver to them when they are on automatic delivery but not to renegotiate their price but rather to make them aware that a delivery is to be made in the next day for such reasons as leaving a gate open, to shut their unit off or maybe to leave the dog in. We also do not do this for the customer to decide weather they want a delivery or not as in the end we assume the responsibility should run out of oil. If your home freezes up due to our negligence we would be the responsible party. Also your account is continually adjusted to assure maximum deliveries for both parties. I also believe a message was left that we were going to make a delivery to you. In other words if you have pricing with us you need to be on automatic delivery and yes we will let you know we are coming but no we will not redo pricing and or stop your deliveries because of a call, that practice would be a "will call" account and we would not provide pricing to that type of customer. As far as your pricing goes our daily price is not set by the current daily mean so your $2.00 a gallon price back in October would have nothing to do with the contract you signed nor the cost of product we purchased on your behalf when you signed your agreement. Our prices are set by our corporate office based on many factors that I am sure are just as varied as any other company and or business and done under the same constraints, privacy and parameters that are necessary to stay in business. At this point I am sorry you are not satisfied with the pricing you agreed to but I will be glad to release you from that contract with no penalties, just let me know and I will see to it.
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]
[redacted] was on Cap pricing for 2.199 as he stated in his complaint. Other than the delivery he received in Feb 2016 for 1.999, the prevailing retail rate never went below his Cap. Mr. [redacted] was on a delivery hold until the end of September and we...
then delivered at the end of September (9/28/16). Our Loyalty Supervisor did speak with him yesterday and outlined that the low prices he has been seeing have been from COD companies. She explained that we are a full service company and suggested he visit [redacted] website which will show the state average which was 2.20 yesterday.I followed up with [redacted] today and left a voice message to let him we have adjusted the 75.00 as he requested and suggested if he is interested in COD pricing, our sister company, [redacted] will be happy to help him. Regards, [redacted]Customer Service ManagerAlliance Express
Mr. [redacted], I have read your complaint and I do see a lot of confusion and misunderstanding during that period and I will apologize for any shortcomings you feel were our fault. I will not get into all the ins and outs of what took place there but rather in an effort to resolve this situation...
quickly I will credit your service contract for that year. You were billed $439.95 for that year and Mrs. [redacted] called in unhappy about the cost and spoke to Natalie who issued you a $199.00 credit on it. I will be glad to reimburse you the difference which you paid in the amount of $240.95. I see that during the whole situation you had canceled your account and moved so I am not sure where to send your refund. Please send me your new address and I will see that it is sent to you. I appreciate your past business and hope we can work again in the future. Len S[redacted] G.M.
A delivery was made on September 05, 2017 for 130.90 gallons at 2.149; we understand that only 100 gallons were requested and our Delivery Manager acknowledged this error on October 27, 2017. He applied a credit of $66.40 for the overfill of 30.90 gallons at the rate of 2.149. Per your...
request, your account has also been terminated. Your account balance has been $00.00 since October 27, 2017.
Per [redacted]'s request, a Service Field Supervisor has contacted her regarding this complaint. Our contractor is scheduled to arrive today, 12-22-2017, to as any damages due to the water leak. We will remain in contact with [redacted] over the next couple of days to monitor...
our contractors attempts at satisfying the customers request to rectify this issue and determine if further clean up and/or repair is required.
In response to the Customer’s complaint, we have reviewed the account and determined that a refund of the $172.00 Early Termination Fee will be processed.
My research shows the following: *1st delivery not billed at first fill price because this pricing was not set up correctly & delivery credit issued in response to customer calling to complain. *Customer under the assumption she is on a 3-month delivery schedule. We do not have specific...
schedules as such. *Customer states she agreed to billing of 4 weeks not 3 weeks. We do not have customized billing; all bills are due within 25 days of service as indicated on the billing terms of every invoice and statement on the back. *Called for equipment quote, not happy it took a week to be contacted by Equip sales rep, asked for an itemized quote was told it would be provided if she signed the install contract. Usually quotes are given within a few days if not quoted at the house at the time of the appointment. We never breakdown our itemized costs to customers. We give them a fair price to furnish and install whatever it is we are installing. We also may have referenced a $100 discount if they were to purchase a new unit. In reference to getting the labor covered because they had a contract, we don't offer any free labor on any installation sale. *Customer called to cancel account & was informed of the $200 ETF & that it would be waived and she would not receive any more deliveries. Customer hung up on the rep. *Acct released from delivery stop and delivery made. *Service contract was removed and credited from account when terminated *Customer called made payment and cancelled acct
Revdex.com Complaint #[redacted]
In response
to Revdex.com Complaint #[redacted], the account has been researched and the charge has
been credited. The account has an active
service contract which covers the work performed.
[redacted] Thank you for taking the time to write about your missed delivery. Please know, we make every attempt to meet our commitments to our customers, and are very sorry that didn't happen in this case. With that being said, when our Service Technician did arrive at your...
house he determined you did not have heat or hot water due to a broken igniter. He replaced the part and did not add oil, feeling you had enough oil in the tank until you received the 100 gallons you requested. We have since made the requested 100 gallon delivery.I have credited your account the diagnostic fee, which is $99.00 and have also credited another $25.00, for the missed delivery, totaling $124.00. The igniter charge is $205.00 for the part and is a correct charge, so that will remain on your account. Again, we apologize for this inconvenience. Please let me know if I can be of any further assistance. Thank you!Regards,[redacted]Customer Service ManagerOil Express
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
January 5, 2016
Revdex.com Complaint #[redacted]
Customer #[redacted]
In response
to the Customer’s complaint regarding the capped pricing plan and cancellation
of her account without a fee, her account has been closed with no outstanding
balance.
Complaint: [redacted]
I am rejecting this response because: I am not sure what this contract would entail. I would like the 1.99 price and whats in the contract. Thank you
Sincerely,
[redacted]
January 5, 2016
Revdex.com Complaint #[redacted]
Customer #[redacted]
In response
to the Customer’s complaint, a credit of $159.98 has been issued to the
customer.
From: Meagan R[redacted] Sent: Tuesday, January 02, 2018 2:29 PM To: [redacted] Cc: [redacted] Subject: Revdex.com ID #[redacted] Good Afternoon,...
Please see our response to Revdex.com ID [redacted] below: This complaint was resolved with [redacted] on 12-07-2017. A credit in the amount of $269.82 was applied to the account on 12-07-2017. The current balance is $0.00.
We have agreed to honor the cleaning scheduled for June 29, 2018. We have reached out to the customer notifying him of the estimated time of arrival for our Technician.
[redacted] first terminated his account with us in the summer of 2015 due to price but was not obligated to pay an early termination fee because he was not signed up in any pricing contract. He chose to return as a customer of ours during the winter of 2016; again, profiting from our New Customer...
Prices. Now that the summer months are amongst us, he again chose to terminate his account. The pricing contract, which he signed, clearly states that should an account be terminated prior to the end of the pricing period, you will be charged an early termination fee. [redacted] requested a COD (Cash on Delivery) price of 2.099. DDLC Energy is not a COD company, we are a full service company. Since we would like to put this issue to rest, we agree to waive the early termination fee, totaling $121.79.
I will credit the account and reverse the late fee. On Thu, Mar 24, 2016 at 10:58 AM, [redacted] <[redacted]> wrote: Our response to the customers rejection is below Our position with regard to our Flat Rate billing process remains that is an accepted, legal and ethical business pratice. We also disagree that listing the part type and part manufacture are a standard business pratice. We identified the part as an igniter. The part number and manufacture is on the part. There are different models and manufactures. We are not in a position with certainty to be able to identify from our records what specific part this is to answer your question. Our apologies for two issues in how we communicate with you as both were mistakes on the part of our employee. They did not follow company policy and because of that confusion was created as well as an unauthorized repair. The $99 diagnosis and travel fee is Monday to Friday during normal business hours. The after hours, weekend and holiday rate is the $129 that I quoted in the response. It's possible that the employee made a mistake by quoting you $99. We have issues a credit to your account of $30 to correct the mistake.I have issues a credit of $259 for the repair work as you stated that it was not authorized by your self prior to the repair. I see where you signed for the repair at the end of the job. Thank you for taking the time to respond so we can make the necessary correction. We will take the opportunity to remind all employees and not just those whom you came into contact with with.
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]
Mr. [redacted], let me try to make this as clear as possible for you and make sure I try to answer your complaints. Yes we will call customers before we deliver to them when they are on automatic delivery but not to renegotiate their price but rather to make them aware that a delivery is to be made in the next day for such reasons as leaving a gate open, to shut their unit off or maybe to leave the dog in. We also do not do this for the customer to decide weather they want a delivery or not as in the end we assume the responsibility should run out of oil. If your home freezes up due to our negligence we would be the responsible party. Also your account is continually adjusted to assure maximum deliveries for both parties. I also believe a message was left that we were going to make a delivery to you. In other words if you have pricing with us you need to be on automatic delivery and yes we will let you know we are coming but no we will not redo pricing and or stop your deliveries because of a call, that practice would be a "will call" account and we would not provide pricing to that type of customer. As far as your pricing goes our daily price is not set by the current daily mean so your $2.00 a gallon price back in October would have nothing to do with the contract you signed nor the cost of product we purchased on your behalf when you signed your agreement. Our prices are set by our corporate office based on many factors that I am sure are just as varied as any other company and or business and done under the same constraints, privacy and parameters that are necessary to stay in business. At this point I am sorry you are not satisfied with the pricing you agreed to but I will be glad to release you from that contract with no penalties, just let me know and I will see to it.
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]
[redacted] was on Cap pricing for 2.199 as he stated in his complaint. Other than the delivery he received in Feb 2016 for 1.999, the prevailing retail rate never went below his Cap. Mr. [redacted] was on a delivery hold until the end of September and we...
then delivered at the end of September (9/28/16). Our Loyalty Supervisor did speak with him yesterday and outlined that the low prices he has been seeing have been from COD companies. She explained that we are a full service company and suggested he visit [redacted] website which will show the state average which was 2.20 yesterday.I followed up with [redacted] today and left a voice message to let him we have adjusted the 75.00 as he requested and suggested if he is interested in COD pricing, our sister company, [redacted] will be happy to help him. Regards, [redacted]Customer Service ManagerAlliance Express
Mr. [redacted], I have read your complaint and I do see a lot of confusion and misunderstanding during that period and I will apologize for any shortcomings you feel were our fault. I will not get into all the ins and outs of what took place there but rather in an effort to resolve this situation...
quickly I will credit your service contract for that year. You were billed $439.95 for that year and Mrs. [redacted] called in unhappy about the cost and spoke to Natalie who issued you a $199.00 credit on it. I will be glad to reimburse you the difference which you paid in the amount of $240.95. I see that during the whole situation you had canceled your account and moved so I am not sure where to send your refund. Please send me your new address and I will see that it is sent to you. I appreciate your past business and hope we can work again in the future. Len S[redacted] G.M.
A delivery was made on September 05, 2017 for 130.90 gallons at 2.149; we understand that only 100 gallons were requested and our Delivery Manager acknowledged this error on October 27, 2017. He applied a credit of $66.40 for the overfill of 30.90 gallons at the rate of 2.149. Per your...
request, your account has also been terminated. Your account balance has been $00.00 since October 27, 2017.
Per [redacted]'s request, a Service Field Supervisor has contacted her regarding this complaint. Our contractor is scheduled to arrive today, 12-22-2017, to a
s any damages due to the water leak. We will remain in contact with [redacted] over the next couple of days to monitor...
our contractors attempts at satisfying the customers request to rectify this issue and determine if further clean up and/or repair is required.
In response to the Customer’s complaint, we have reviewed the account and determined that a refund of the $172.00 Early Termination Fee will be processed.
My research shows the following: *1st delivery not billed at first fill price because this pricing was not set up correctly & delivery credit issued in response to customer calling to complain. *Customer under the assumption she is on a 3-month delivery schedule. We do not have specific...
schedules as such. *Customer states she agreed to billing of 4 weeks not 3 weeks. We do not have customized billing; all bills are due within 25 days of service as indicated on the billing terms of every invoice and statement on the back. *Called for equipment quote, not happy it took a week to be contacted by Equip sales rep, asked for an itemized quote was told it would be provided if she signed the install contract. Usually quotes are given within a few days if not quoted at the house at the time of the appointment. We never breakdown our itemized costs to customers. We give them a fair price to furnish and install whatever it is we are installing. We also may have referenced a $100 discount if they were to purchase a new unit. In reference to getting the labor covered because they had a contract, we don't offer any free labor on any installation sale. *Customer called to cancel account & was informed of the $200 ETF & that it would be waived and she would not receive any more deliveries. Customer hung up on the rep. *Acct released from delivery stop and delivery made. *Service contract was removed and credited from account when terminated *Customer called made payment and cancelled acct
Revdex.com Complaint #[redacted]
In response
to Revdex.com Complaint #[redacted], the account has been researched and the charge has
been credited. The account has an active
service contract which covers the work performed.
[redacted] Thank you for taking the time to write about your missed delivery. Please know, we make every attempt to meet our commitments to our customers, and are very sorry that didn't happen in this case. With that being said, when our Service Technician did arrive at your...
house he determined you did not have heat or hot water due to a broken igniter. He replaced the part and did not add oil, feeling you had enough oil in the tank until you received the 100 gallons you requested. We have since made the requested 100 gallon delivery.I have credited your account the diagnostic fee, which is $99.00 and have also credited another $25.00, for the missed delivery, totaling $124.00. The igniter charge is $205.00 for the part and is a correct charge, so that will remain on your account. Again, we apologize for this inconvenience. Please let me know if I can be of any further assistance. Thank you!Regards,[redacted]Customer Service ManagerOil Express