The Customer is obligated to pay everything but disputed amountWe are not holding him hostage he owes us moneyThis is a case of unjust enrichmentUnless he pays us everything but disputed amount we will not deliver
?
"">I went over [redacted] bills like we have in the past we gave credit before for $labor back on 1/31/and we thought we were done till this letter .The reason for the credit in the 1st place was my fault with adding up labor cost on the install, helper was only there 2hrs of the total job job {we gave credit ]next it is not true about [redacted] not having the proper tools [redacted] was there to ck of job and help out ,[redacted] doesn't have tools As for the extra charge for labor that was at the final all appliances were to be set up for lp but weren't so we had to convert all of them [note [redacted] had told him that there would be extra if they weren't set for lp] and Mr new this .We have tried to work this out but mr is not easy to work with .see all notes on his act #[redacted] In the proposal on top states that the cost may vary up or down if original quote is changed .Please let me know what else we can do for him this is for f/p cook and dryer not heat also install was done on 12-26-with top off we made a gas automatic del on 1-still no money has never paid a penny so we did give him gas but now his del's are on hold
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Dear Consultant,
Please find a copy of my account statement with all the
transactions from HOCON Gas. I
downloaded it off their company website.
My complaint is against first two invoices [redacted] of $1948
and [redacted] of $308, in particular the first one of $1948. It is $474.10 higher than their sale
associate [redacted] had quoted me. I don’t
understand why [redacted] is continuing to miscalculate the amount of difference,
and insist the higher charge was due to conversion of the appliances. The fact is they did not convert any
appliance in the first trip that was invoiced $1948. The conversion was done on the second trip
that was billed at $308 for just the dryer and stove.
It is very absurd that [redacted] continue making the false
statement that “we thought this was all set but he still has not paid his
balance and I have not heard from him”. As you can see on the attached
transaction statement, I had made numerous payments as early as 01/14/2014 and
up to 02/11/2014.
I had contacted HOCON Gas many times and they insist that I
have to pay the balance in full in order for them to deliver the fuel and
continuing press with finance charge on the disputed balance.
Just for the record, their technician called [redacted] for help
on the day of initial installation, and [redacted] came to hold the gas pipe behind
my house and we even had brief conversation about it. I was there very second through entire
installation.
It is very troubled to me that they show no intention to
address customer complaint and continue making false statements in the public
eyes.
I want them to credit me the overcharge of $500
for both invoices and finance charge back to my account.
Sincerely,
[redacted]
this is a copy of the proposal that [redacted] gave [redacted] on top it does say cost may vary if quote was changed and it was we were over $141.15 on materials and $171.10 over on labor the final was $285.00 because we had to convert all appliances that were to be done before we got there but weren’t .On 1-31-14 we gave back $115.82 in credit for labor and if you remember you told us to give him a fill up till this was resolved .we thought this was all set but he still has not paid his balance and I have not heard from him. As for the letter he sent I talked to [redacted] and he said the statements mr made were not true there was a lot of work there and [redacted] stopped by to see how the job was going not to help them.
Please see attachment
[redacted]
I am rejecting this response because: it is intentionally inaccurate
1. Originally purchased through Amy (Showroom Manager) a 35ft liner with an extension piece. After our Installer inspected the liner he found it to be inferior to the product he specifies which is one continuous liner. Amy then refunded us the cost of the liner and extender piece.
2. [redacted] was aware from the start (days before we purchased the insert) that we had a 40ft chimney and did not do her due diligence as a Dealer and inform us of the manufacturers maximum chimney height of 35ft for this specific insert. Had she done so we never would have purchased it. We were not "dead-set" on this insert, it was the one that best fit our firebox.
3. [redacted]onfirmed that the insert would heat to 1600 sqft and our 1st floor area being heated is >1600sqft. Had we known in reality that it couldn't even heat 300sqft we never would have purchased the insert and would have opted for a stove instead.
4. No logics or substantial solutions were provided by Amy, when we contacted her she said to use wetter wood. We tried every sort of wood we suggested and even our Instaler said that our wood was perfectly fine and not over seasoned.
5. When my Mother went in to collect a custom piece for the surround she was given a list of things to try by Amy that was clearly taken from a blog and not the manufacturer as she stated in her response. She suggested we insulate the liner and do a block off plate installation, which is not even a real thing, it is just a DIY thing published on hearth.com to improve the efficiency not to correct the problems we had. NONE of this is in the Installation Instructions from [redacted] Castings, nor on their [redacted] info on the manufacturer website.
6. Amy attempts in her response to belittle our Installer by referring to him as a Chimney Sweep, when in reality ...
A. She has attempted to hire him to do installations for her but he refuses.
B. He has 30 years of experience: installing inserts/stoves, inspecting + maintaining chimneys, and does masonry rebuilds.
C. His work is fantastic and he comes highly recommended.
6. Our Installer suggested he install a damper to resolve on of the problems which was that because of our abnormally tall chimney the insert was pulling FAR too much air which was creating a super hot, super fast burn ... going through a full load of wood in an hour or so (instead of the 10hr specified by the manufacturer) Amy called [redacted]o inquire about the damper when my Mother went in to the showroom and ** said that it was not suggested, but provided no other solutions. Our Installer asked his Mentor who has 40+ years of experience and is a ** Dealer himself and he said it was a typica response because of liability. His mentor agreed that a damper was the only viable solution. [redacted] installed a damper last week and with the damper fully closed which leaves a smaller space for air to draw and even with the damper on the insert fully closed we can barely achieve a lazy flame. The damper did make a HUGE difference and our burn times now are closest to 4hrs, but the problem remains that the insert is not blowing hot enough air to heat a space. I have spoken with others who have the same insert, same installation and it located in a larger space (1000swft), similar climate (New York) and their unit heats to the high 70s low 80s without a problem. I believe that their is a problem with the construction or assembly of the insert, perhaps with the baffles. The air being blown is [redacted] warm to warm, but if you open the door you can barely stand in front of it. The door also runs on the ledge and we are still missing the pieces to fully secure the surround (going on 2+ months)
7. Amy never once mentioned any of the additional "services" provided if they were to do the installation and if it were the case you would think it would have been mentioned when we asked the cost of their Installation and then days later decided on [redacted] At that point instead of telling us she just mentioned that she has been trying to hire [redacted] to do installs for them. This level of "service" seems to be a bit of a dog and pony act after the fact for this Revdex.com complaint. Fact is, their Customer Service after the sale is horrible.
8. Any Dealer should guarantee their product and considering the fact that the showrooms is not even 5 miles from our house, you would think they would send someone to make sure that the insert is functioning properly considering the multiple issues we are having with the unit. You would think that since we have 5 fireplaces and heat our house with oil that Hocon would do something to secure our future business. Instead, they have no intention of doing anything but profiting off of the POS they sold us.
Additionally I have attached our original receipt which clearly proves that Amy was aware of the height of our chimney and did not warn us of the manufacturers specifications of a max height of 35ft for this product.
Sincerely,
[redacted]
[redacted]
I am rejecting this response because:
Sincerely,
[redacted]
We never received a letter stating that we were being switched to minimum usage and that we wouldn't get charged an equipment rental fee any longer. They should send out a letter with a form to sign to agree or not and cancel if dissatisfied with the service or plan. I was never given that option.
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]
This complaint has been settled and I would like to withdraw my filing
Please confirm you have noted and done so. Thanks very much for your help
[redacted]
I had spoken to this guy right
after we delivered and explained to him that I check with the driver and we did
indeed deliver to him, he said that we didn’t and to pickup the tanks. So we
did. Then I received a certified letter from him basically...
saying that there is
no way we delivered. I then went back again to Mark and confirmed that we did
deliver. I then went back through the manifest for that day. Mark was in that
neighborhood that day and his address fits into the route. I went into his
account and check the gps stamp for that account that gets updated each time we
deliver and it matched his account. I wrote a letter back and enclosed my
confirmation of his delivery along with the gps identification. Along
with a copy of his delivery ticket. Im waiting on his response.
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. I just...
want for the next person to have to go thru this, when things could be handled in a more professional manner. With the customer well being first priority and protocol being secondary. This situation could have been worse luckily I had the time to leave work and physically go there to address it, or we could have been without heat or worse frozen pipes. Customer service should be every business first priority! Without the consumer you don't exist. Be a better company and have more integrity!
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: on Monday December 12th I received a check from Hocon NOT in the full amount that was provided to them on November 16th and NOT in the full amount that was agreed upon. Also per the Hocon rep I spoke to on Friday an original check was sent which I never received and the check that was sent to me via FedEx was written out to the wrong address. The number of errors from Hocon just keep adding up. I still have not received the balance of the payment as per the Hocon rep I would receive.
Sincerely,
[redacted]
[redacted] Sent: Tuesday, October 18, 2016 10:47 AM To: [redacted] Cc[redacted] Subject: FW: Scan from Waterbury Scanner [redacted] Complaint and Inquiry Consultant Revdex.com ...
This is in response to complaint #1[redacted] under the name of [redacted] [redacted] started as a customer in 2006 for his cooking stove at that time he signed a residential application {see attachment } Line 15 states Minimum gallon usage, On October of 2015 he was sent a letter stating his account was being put into minimum status do to little low usage as of January 2016 at that time all leases for the equipment stop and his account will delivered up to 30 gallons of propane per year at no charge if I can be of further help please feel free to contact me thank you [redacted] General Manager Hocon Gas, Inc. Waterbury, CT Phone: 203-754-7601 Fax: 203-753-1519
Sent: Wednesday, July 01, 2015 12:30 PMTo: [redacted]Subject: [redacted] ...
Manager Marketplace Operations Revdex.com Complaint #[redacted] This is in response to Mr [redacted] complaint 1st off Hocon Gas has no customer with the name [redacted] however we do have a customer named [redacted] at [redacted] in [redacted] . On 8/26/14 [redacted] signed a Residential Supply Agreement with Hocon Gas at that time Hocon gave her two options 18 months or 24 months at a price per gallon of $2.37 She chose the 18month . At that time [redacted] signed all the paperwork and initialed all 3 spots on the back of the agreement with all the terms of the agreement .On 9/3/14 Hocon did a safety ck on her system and filled both tanks . On 2/18/15 [redacted] called and said to pick up your thank that he had some other gas Co come in to supply there propane needs at that time [redacted] was told of the liquidated damages that were signed by [redacted] . Do to all the snow we were able to pick up our tanks on 4/8/15 both tanks were empty and our regulator was missing we billed [redacted] for the remainder of her agreement and a regulator . [redacted] General Manager Hocon Gas, Inc. [redacted]
[redacted]
[redacted]
Hocon Gas will credit Mr. [redacted] for the gas that is in his propane tanks when we pick them up. The gas will be credited back to him at the price he purchases the propane for. He should notify us when the Hocon tanks are disconnected, we will then come and pick up the tanks.
We have checked in to the complaint from Mrs [redacted] her account was on a minimum usage contract [9gallons per year ] we are adjusting her account to have a $0 ballance Richie O[redacted]...
General Manager Hocon Gas, Inc. Waterbury, CT Phone: ###-###-#### Fax: ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is potentially satisfactory to me. IF there are no hidden fees or tank pick up fees that are not being mentioned currently.
I will accept this response, despite the fact it is what they're required by law to do, if there are no associated fees.
Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because:
I want to clarify several things from [redacted] response to my initial complain.
Frist of all, this is the first response from [redacted] ever since I had complaint to HOCON, Gas when I got the over charged bill. I had made numerous calls to their billing department and each time they deferred me to either the service manager in [redacted], or my sales rep. I found it is very unprofessional for [redacted] to make certain assumptions in his statement without any direct communication with the customer.
The helper who came the first time for the installation was there less than an hour, not two hours as their technician Jason had reported. The fact the helper never stepped a foot in my house, and the only thing he did was help [redacted] to setup the tank. It did not take two hours for two guys to just setup a 125gl propane tank.
If [redacted] had all the proper tools, why would he have to borrow from other peoples including my other contractors and me? Why would he have to call [redacted] to come to help him out? It happened [redacted] was nearby and was able to come. What happens if [redacted] is not available that day and who is going to come to help him out? [redacted] was just standing there in my basement till someone showed up; because he told me he did not have the tool to hold the line. The similar thing happened again when Jason came back for the finial conversion of dryer and stove. He spend at least an hour just try to open the cover because he did not have the right tool and he ended up borrow the tool from one of my other contractors doing other works at that time. The fact they knew that was going to be [redacted] last week with HOCON GAS, he was not material and mentally prepared to do the job. But they sent him anyway because the company charges by the hour.
I found it is really outrages when [redacted] stated that “we made a gas automatic del on 1-15 14 still no money has never paid a penny” without even look at my account. I have pull a transaction report on my account from their company website, and it clearly showed that I paid them $270.76 on 01/14/2014, $115.82 on 01/31/2014 and another payment of $174.15 on 02/10/2014.
I want to make it clear, that the fireplace run on propane is my major heat source in the house and I have made that clear with [redacted] and their service manager [redacted] on numerous occasions. They knew it well and they are using it hold against me till I paid them the over charges.
Put it aside whether their business practice is legal or not, but it is definitely unethical.
Sincerely,
[redacted]
rejecting this response because:Yes they did come and take my tanks Last friday. but I Now have issues with the fact that they are billing me over $400? I still had 21 Gals of propane in the tank when they filled 178 gals ( I had 2, 100 gal tanks)So the math does not add up? At best the furnace used maybe 12 gals of propane in the 7 days since they filled the tanks. This is why businesses like this need to be regulated by the state.
I am presently away from Home but wife stated to me via phone that hocon sent 3 bills all with differing amounts?
I will provide the bill amounts once im back home.
I also filed complaint with connecticut comsumer protection.
Sincerely,
[redacted]
[redacted]
I am rejecting this response because:First of all, I never said[redacted] wasn't here. I've always said I saw him pull up. He was here, so I have no issue with the GPS stamp. I didn't sit by the window and watch him after I saw him arrive. When I went out to retrieve the receipt there was none, which he always either leaves in the mailbox or front door. There was about 5 or so inches of snow on the ground. There should have been footprints and hose marks to the tanks and there was none. I know you won't normally deliver if there is a balance, so I assumed that was the case. I then went inside to pay online hoping for a delivery a short time after. A few weeks later I received your bill for this supposed delivery to my dismay. If you use some simple mathematics, which I described in my letter, you can see this delivery is just not possible. It doesn't add up at all. Nothing does. Your "receipt" looks like none that I have received in the past. Maybe you changed your design of it recently, but if you look at the time stamps it shows he was here for 1 minute. This is odd since it usually takes him about 5-10 minutes according to the receipts I have from the past. I think he printed it out in error when he found out I had a balance and that's why he didn't leave it. Maybe the previous house he was at had a delivery of 148 gallons and that was still in the register and it got put into my account by accident. There's always the possibility that he used a drone to fly to my tanks I guess. Do you really think I would be putting up a stink about this for no reason? Put yourself in my shoes and understand how you would feel. An error was made and I don't see why I should have to pay for it.
Sincerely,[redacted]
The Customer is obligated to pay everything but disputed amountWe are not holding him hostage he owes us moneyThis is a case of unjust enrichmentUnless he pays us everything but disputed amount we will not deliver
?
"">I went over [redacted] bills like we have in the past we gave credit before for $labor back on 1/31/and we thought we were done till this letter .The reason for the credit in the 1st place was my fault with adding up labor cost on the install, helper was only there 2hrs of the total job job {we gave credit ]next it is not true about [redacted] not having the proper tools [redacted] was there to ck of job and help out ,[redacted] doesn't have tools As for the extra charge for labor that was at the final all appliances were to be set up for lp but weren't so we had to convert all of them [note [redacted] had told him that there would be extra if they weren't set for lp] and Mr new this .We have tried to work this out but mr is not easy to work with .see all notes on his act #[redacted] In the proposal on top states that the cost may vary up or down if original quote is changed .Please let me know what else we can do for him this is for f/p cook and dryer not heat also install was done on 12-26-with top off we made a gas automatic del on 1-still no money has never paid a penny so we did give him gas but now his del's are on hold
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Dear Consultant,
Please find a copy of my account statement with all the
transactions from HOCON Gas. I
downloaded it off their company website.
My complaint is against first two invoices [redacted] of $1948
and [redacted] of $308, in particular the first one of $1948. It is $474.10 higher than their sale
associate [redacted] had quoted me. I don’t
understand why [redacted] is continuing to miscalculate the amount of difference,
and insist the higher charge was due to conversion of the appliances. The fact is they did not convert any
appliance in the first trip that was invoiced $1948. The conversion was done on the second trip
that was billed at $308 for just the dryer and stove.
It is very absurd that [redacted] continue making the false
statement that “we thought this was all set but he still has not paid his
balance and I have not heard from him”. As you can see on the attached
transaction statement, I had made numerous payments as early as 01/14/2014 and
up to 02/11/2014.
I had contacted HOCON Gas many times and they insist that I
have to pay the balance in full in order for them to deliver the fuel and
continuing press with finance charge on the disputed balance.
Just for the record, their technician called [redacted] for help
on the day of initial installation, and [redacted] came to hold the gas pipe behind
my house and we even had brief conversation about it. I was there very second through entire
installation.
It is very troubled to me that they show no intention to
address customer complaint and continue making false statements in the public
eyes.
I want them to credit me the overcharge of $500
for both invoices and finance charge back to my account.
Sincerely,
[redacted]
this is a copy of the proposal that [redacted] gave [redacted] on top it does say cost may vary if quote was changed and it was we were over $141.15 on materials and $171.10 over on labor the final was $285.00 because we had to convert all appliances that were to be done before we got there but weren’t .On 1-31-14 we gave back $115.82 in credit for labor and if you remember you told us to give him a fill up till this was resolved .we thought this was all set but he still has not paid his balance and I have not heard from him. As for the letter he sent I talked to [redacted] and he said the statements mr made were not true there was a lot of work there and [redacted] stopped by to see how the job was going not to help them.
Please see attachment
[redacted]
General Manager
[redacted]
I am rejecting this response because: it is intentionally inaccurate
1. Originally purchased through Amy (Showroom Manager) a 35ft liner with an extension piece. After our Installer inspected the liner he found it to be inferior to the product he specifies which is one continuous liner. Amy then refunded us the cost of the liner and extender piece.
2. [redacted] was aware from the start (days before we purchased the insert) that we had a 40ft chimney and did not do her due diligence as a Dealer and inform us of the manufacturers maximum chimney height of 35ft for this specific insert. Had she done so we never would have purchased it. We were not "dead-set" on this insert, it was the one that best fit our firebox.
3. [redacted]onfirmed that the insert would heat to 1600 sqft and our 1st floor area being heated is >1600sqft. Had we known in reality that it couldn't even heat 300sqft we never would have purchased the insert and would have opted for a stove instead.
4. No logics or substantial solutions were provided by Amy, when we contacted her she said to use wetter wood. We tried every sort of wood we suggested and even our Instaler said that our wood was perfectly fine and not over seasoned.
5. When my Mother went in to collect a custom piece for the surround she was given a list of things to try by Amy that was clearly taken from a blog and not the manufacturer as she stated in her response. She suggested we insulate the liner and do a block off plate installation, which is not even a real thing, it is just a DIY thing published on hearth.com to improve the efficiency not to correct the problems we had. NONE of this is in the Installation Instructions from [redacted] Castings, nor on their [redacted] info on the manufacturer website.
6. Amy attempts in her response to belittle our Installer by referring to him as a Chimney Sweep, when in reality ...
A. She has attempted to hire him to do installations for her but he refuses.
B. He has 30 years of experience: installing inserts/stoves, inspecting + maintaining chimneys, and does masonry rebuilds.
C. His work is fantastic and he comes highly recommended.
6. Our Installer suggested he install a damper to resolve on of the problems which was that because of our abnormally tall chimney the insert was pulling FAR too much air which was creating a super hot, super fast burn ... going through a full load of wood in an hour or so (instead of the 10hr specified by the manufacturer) Amy called [redacted]o inquire about the damper when my Mother went in to the showroom and ** said that it was not suggested, but provided no other solutions. Our Installer asked his Mentor who has 40+ years of experience and is a ** Dealer himself and he said it was a typica response because of liability. His mentor agreed that a damper was the only viable solution. [redacted] installed a damper last week and with the damper fully closed which leaves a smaller space for air to draw and even with the damper on the insert fully closed we can barely achieve a lazy flame. The damper did make a HUGE difference and our burn times now are closest to 4hrs, but the problem remains that the insert is not blowing hot enough air to heat a space. I have spoken with others who have the same insert, same installation and it located in a larger space (1000swft), similar climate (New York) and their unit heats to the high 70s low 80s without a problem. I believe that their is a problem with the construction or assembly of the insert, perhaps with the baffles. The air being blown is [redacted] warm to warm, but if you open the door you can barely stand in front of it. The door also runs on the ledge and we are still missing the pieces to fully secure the surround (going on 2+ months)
7. Amy never once mentioned any of the additional "services" provided if they were to do the installation and if it were the case you would think it would have been mentioned when we asked the cost of their Installation and then days later decided on [redacted] At that point instead of telling us she just mentioned that she has been trying to hire [redacted] to do installs for them. This level of "service" seems to be a bit of a dog and pony act after the fact for this Revdex.com complaint. Fact is, their Customer Service after the sale is horrible.
8. Any Dealer should guarantee their product and considering the fact that the showrooms is not even 5 miles from our house, you would think they would send someone to make sure that the insert is functioning properly considering the multiple issues we are having with the unit. You would think that since we have 5 fireplaces and heat our house with oil that Hocon would do something to secure our future business. Instead, they have no intention of doing anything but profiting off of the POS they sold us.
Additionally I have attached our original receipt which clearly proves that Amy was aware of the height of our chimney and did not warn us of the manufacturers specifications of a max height of 35ft for this product.
Sincerely,
[redacted]
[redacted]
I am rejecting this response because:
Sincerely,
[redacted]
We never received a letter stating that we were being switched to minimum usage and that we wouldn't get charged an equipment rental fee any longer. They should send out a letter with a form to sign to agree or not and cancel if dissatisfied with the service or plan. I was never given that option.
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]
This complaint has been settled and I would like to withdraw my filing
Please confirm you have noted and done so. Thanks very much for your help
[redacted]
I had spoken to this guy right
after we delivered and explained to him that I check with the driver and we did
indeed deliver to him, he said that we didn’t and to pickup the tanks. So we
did. Then I received a certified letter from him basically...
saying that there is
no way we delivered. I then went back again to Mark and confirmed that we did
deliver. I then went back through the manifest for that day. Mark was in that
neighborhood that day and his address fits into the route. I went into his
account and check the gps stamp for that account that gets updated each time we
deliver and it matched his account. I wrote a letter back and enclosed my
confirmation of his delivery along with the gps identification. Along
with a copy of his delivery ticket. Im waiting on his response.
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. I just...
want for the next person to have to go thru this, when things could be handled in a more professional manner. With the customer well being first priority and protocol being secondary. This situation could have been worse luckily I had the time to leave work and physically go there to address it, or we could have been without heat or worse frozen pipes. Customer service should be every business first priority! Without the consumer you don't exist. Be a better company and have more integrity!
Sincerely,
[redacted]
Complaint: [redacted]
I am rejecting this response because: on Monday December 12th I received a check from Hocon NOT in the full amount that was provided to them on November 16th and NOT in the full amount that was agreed upon. Also per the Hocon rep I spoke to on Friday an original check was sent which I never received and the check that was sent to me via FedEx was written out to the wrong address. The number of errors from Hocon just keep adding up. I still have not received the balance of the payment as per the Hocon rep I would receive.
Sincerely,
[redacted]
[redacted] Sent: Tuesday, October 18, 2016 10:47 AM To: [redacted] Cc[redacted] Subject: FW: Scan from Waterbury Scanner [redacted] Complaint and Inquiry Consultant Revdex.com ...
This is in response to complaint #1[redacted] under the name of [redacted] [redacted] started as a customer in 2006 for his cooking stove at that time he signed a residential application {see attachment } Line 15 states Minimum gallon usage, On October of 2015 he was sent a letter stating his account was being put into minimum status do to little low usage as of January 2016 at that time all leases for the equipment stop and his account will delivered up to 30 gallons of propane per year at no charge if I can be of further help please feel free to contact me thank you [redacted] General Manager Hocon Gas, Inc. Waterbury, CT Phone: 203-754-7601 Fax: 203-753-1519
Sent: Wednesday, July 01, 2015 12:30 PMTo: [redacted]Subject: [redacted] ...
Manager Marketplace Operations Revdex.com Complaint #[redacted] This is in response to Mr [redacted] complaint 1st off Hocon Gas has no customer with the name [redacted] however we do have a customer named [redacted] at [redacted] in [redacted] . On 8/26/14 [redacted] signed a Residential Supply Agreement with Hocon Gas at that time Hocon gave her two options 18 months or 24 months at a price per gallon of $2.37 She chose the 18month . At that time [redacted] signed all the paperwork and initialed all 3 spots on the back of the agreement with all the terms of the agreement .On 9/3/14 Hocon did a safety ck on her system and filled both tanks . On 2/18/15 [redacted] called and said to pick up your thank that he had some other gas Co come in to supply there propane needs at that time [redacted] was told of the liquidated damages that were signed by [redacted] . Do to all the snow we were able to pick up our tanks on 4/8/15 both tanks were empty and our regulator was missing we billed [redacted] for the remainder of her agreement and a regulator . [redacted] General Manager Hocon Gas, Inc. [redacted]
[redacted]
[redacted]
Hocon Gas will credit Mr. [redacted] for the gas that is in his propane tanks when we pick them up. The gas will be credited back to him at the price he purchases the propane for. He should notify us when the Hocon tanks are disconnected, we will then come and pick up the tanks.
We have checked in to the complaint from Mrs [redacted] her account was on a minimum usage contract [9gallons per year ] we are adjusting her account to have a $0 ballance Richie O[redacted]...
General Manager Hocon Gas, Inc. Waterbury, CT Phone: ###-###-#### Fax: ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is potentially satisfactory to me. IF there are no hidden fees or tank pick up fees that are not being mentioned currently.
I will accept this response, despite the fact it is what they're required by law to do, if there are no associated fees.
Sincerely, [redacted]
Complaint: [redacted]
I am rejecting this response because:
I want to clarify several things from [redacted] response to my initial complain.
Frist of all, this is the first response from [redacted] ever since I had complaint to HOCON, Gas when I got the over charged bill. I had made numerous calls to their billing department and each time they deferred me to either the service manager in [redacted], or my sales rep. I found it is very unprofessional for [redacted] to make certain assumptions in his statement without any direct communication with the customer.
The helper who came the first time for the installation was there less than an hour, not two hours as their technician Jason had reported. The fact the helper never stepped a foot in my house, and the only thing he did was help [redacted] to setup the tank. It did not take two hours for two guys to just setup a 125gl propane tank.
If [redacted] had all the proper tools, why would he have to borrow from other peoples including my other contractors and me? Why would he have to call [redacted] to come to help him out? It happened [redacted] was nearby and was able to come. What happens if [redacted] is not available that day and who is going to come to help him out? [redacted] was just standing there in my basement till someone showed up; because he told me he did not have the tool to hold the line. The similar thing happened again when Jason came back for the finial conversion of dryer and stove. He spend at least an hour just try to open the cover because he did not have the right tool and he ended up borrow the tool from one of my other contractors doing other works at that time. The fact they knew that was going to be [redacted] last week with HOCON GAS, he was not material and mentally prepared to do the job. But they sent him anyway because the company charges by the hour.
I found it is really outrages when [redacted] stated that “we made a gas automatic del on 1-15 14 still no money has never paid a penny” without even look at my account. I have pull a transaction report on my account from their company website, and it clearly showed that I paid them $270.76 on 01/14/2014, $115.82 on 01/31/2014 and another payment of $174.15 on 02/10/2014.
I want to make it clear, that the fireplace run on propane is my major heat source in the house and I have made that clear with [redacted] and their service manager [redacted] on numerous occasions. They knew it well and they are using it hold against me till I paid them the over charges.
Put it aside whether their business practice is legal or not, but it is definitely unethical.
Sincerely,
[redacted]
I am confused. What exactly do you need me to do? You say you accept ands then reject. [redacted] Tell us why here...
Complaint: [redacted]
Whatever. See you in court
Sincerely,[redacted]
Complaint: [redacted]
I am...
rejecting this response because:Yes they did come and take my tanks Last friday. but I Now have issues with the fact that they are billing me over $400? I still had 21 Gals of propane in the tank when they filled 178 gals ( I had 2, 100 gal tanks)So the math does not add up? At best the furnace used maybe 12 gals of propane in the 7 days since they filled the tanks. This is why businesses like this need to be regulated by the state.
I am presently away from Home but wife stated to me via phone that hocon sent 3 bills all with differing amounts?
I will provide the bill amounts once im back home.
I also filed complaint with connecticut comsumer protection.
Sincerely,
[redacted]
[redacted]
I am rejecting this response because:First of all, I never said[redacted] wasn't here. I've always said I saw him pull up. He was here, so I have no issue with the GPS stamp. I didn't sit by the window and watch him after I saw him arrive. When I went out to retrieve the receipt there was none, which he always either leaves in the mailbox or front door. There was about 5 or so inches of snow on the ground. There should have been footprints and hose marks to the tanks and there was none. I know you won't normally deliver if there is a balance, so I assumed that was the case. I then went inside to pay online hoping for a delivery a short time after. A few weeks later I received your bill for this supposed delivery to my dismay. If you use some simple mathematics, which I described in my letter, you can see this delivery is just not possible. It doesn't add up at all. Nothing does. Your "receipt" looks like none that I have received in the past. Maybe you changed your design of it recently, but if you look at the time stamps it shows he was here for 1 minute. This is odd since it usually takes him about 5-10 minutes according to the receipts I have from the past. I think he printed it out in error when he found out I had a balance and that's why he didn't leave it. Maybe the previous house he was at had a delivery of 148 gallons and that was still in the register and it got put into my account by accident. There's always the possibility that he used a drone to fly to my tanks I guess. Do you really think I would be putting up a stink about this for no reason? Put yourself in my shoes and understand how you would feel. An error was made and I don't see why I should have to pay for it.
Sincerely,[redacted]