Maritime Energy

pertaining to the matter of complaint by [redacted] the time of purchase, the house was on a will call status which means that the customer must call us when they are ready for a fill We cannot help if a customer does not call usIf they were on automatic delivery, we would have filled their tanks automatically based on certain criteria This almost guarantees that a customer will not run out under circumstances We made one emergency delivery in January of and dropped gallonsShe was charged for the emergency delivery appropriately as they ran out on their own It was nothing Maritime did improperlyShe then went on automatic delivery in February We were told in May of this year that the gauge was broken and on three different occasions, made appointments to come fix it All of the appointments were cancelled on their part as the mother was hospitalized We certainly sympathize with that but we cannot guarantee an appointment or when we can get back outWE have been swamped with other customers that need attention also If an appointment is cancelled, even for good reason, we do our best to get back there but cannot guarantee a time in September, we attempted to make another appointment but I believe they had switched to another company on their own We really could not take ***e's lead on what to do because she was never on the account as a person who could give direction the account holder has to be the person to add them and by all of our accounts and notes, she did not add ***e, contrary to what ***e says We are very diligent of that as legalities come into play Concerning the $charge for tank pick up, we do state that right on the delivery ticket it self We do not hide it I have even spoken to the Attorney General about that same situation and we can charge or collect what we think is fair for our time and labor The customer left us on their own, we did not "fir" them per say It was their choice We feel we did what we should have done wit the time allotted and what scheduling allowed We assumed that the ticket was being read as the bills ere getting paid and no issues were brought to our attention.Concerning the mothers illnessWe are not a cruel company and do not take advantage of people It is certainly within our right to charge a pick up fee as MANY companies in the industry do that as I have confirmed That is why I said is was a company standard as many do I am certainly willing to waive fees to help the mother out It's tough enough for some without being sickI can also guarantee that if they were still customers, they would have gotten help from our Warm Community fund which gives away free fuel I hope this helpswe try our best to help everyone[redacted] ***

Maritime Energy will indeed remove the $fee for delivery. The contract or procedural wording isn't always the final say. We do certainly waiver from that to try to satisfy the customer as best we can. As a company, we must follow procedures and do the best we as it isn't always easy. We must do our best to run a business as we have a responsibility to all of our employees alsoI do believe both parties could have done things differently but that is not to say either is wrong. I do understand that the account holder is ill and we will look to do something other than just the $credit. Maritime Energy has many programs here to help our customers when needed. We will take care of this. Thank you *** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
[After reviewing the statement sent by Maritime, I wish to include that my mother granted permission for me to speak on her behalf with the representative on my first call I have the bill here and they put in gallons in a gallon tank My mother did not use the fuel prior to having the tank removed Line #states "A RENTAL FEE MAY BE IMPOSED IF THE CUSTOMER CEASES TO USE THE PROPER AMOUNT OF GAS REQUIRED IF TANK(S) ARE REMOVED MARITIME ENERGY WILL KEEP 20% OF THE VOLUME AND/OR HOUR LABOR, WHICHEVER IS GREATER, AS A REMOVAL FEE." I would believe that the remaining gas in the tank at $a gallon should be sufficient enough to cover the fee, therefore forgoing an additional charge of $ My final question is, will the $fee be waived as it appears what was stated in their final paragraph?]
Regards,
*** ***

pertaining to the matter of complaint by  [redacted] the time of purchase, the house was on a will call status which means that the customer must call us when they are ready for a fill.  We cannot help if a customer does not call us. If they were on automatic delivery, we would...

have filled their tanks automatically based on certain criteria.  This almost guarantees that a customer will not run out under normal circumstances.  We made one emergency delivery in January of 2015 and dropped 71 gallons. She was charged for the emergency delivery appropriately as they ran out on their own.  It was nothing Maritime did improperly. She then went on automatic delivery in February.  We were told in May of this year that the gauge was broken and on three different occasions, made appointments to come fix it.  All of the appointments were cancelled on their part as the mother was hospitalized.  We certainly sympathize with that but we cannot guarantee an appointment or when we can get back out. WE have been swamped with other customers that need attention also.  If an appointment is cancelled, even for good reason, we do our best to get back there but cannot guarantee a time.  in September, we attempted to make another appointment but I believe they had switched to another company on their own.  We really could not take [redacted]e's lead on what to do because she was never on the account as a person who could give direction.  the account holder has to be the person to add them and by all of our accounts and notes, she did not add [redacted]e, contrary to what [redacted]e says.  We are very diligent of that as legalities come into play.  Concerning the $80 charge for tank pick up, we do state that right on the delivery ticket it self.  We do not hide it.  I have even spoken to the Attorney General about that same situation and we can charge or collect what we think is fair for our time and labor.  The customer left us on their own, we did not "fir" them per say.  It was their choice.  We feel we did what we should have done wit the time allotted and what scheduling allowed.  We assumed that the ticket was being read as the bills ere getting paid and no issues were brought to our attention.Concerning the mothers illness. We are not a cruel company and do not take advantage of people.  It is certainly within our right to charge a pick up fee as MANY companies in the industry do that as I have confirmed.  That is why I said is was a company standard as many do.  I am certainly willing to waive fees to help the mother out.  It's tough enough for some without being sick. I can also guarantee that if they were still customers, they would have gotten help from our Warm Community fund which gives away free fuel.  I hope this helps. we try our best to help everyone..[redacted]