MARVEL BEAUTY SCHOOL AND PEBEC SCHOOL OF ESTHETICS

Response: Our customer has been on automatic delivery and it is also required under the price contract that she submitted in the terms and conditions, section twoThe December delivery of gallons was needed to keep her in fuel and heatThe previous delivery was tabindex="0" class="aBn" data-term="goog_1385744525">Oct 16th and subsequent deliveries have been made on Jan 10th and February 13thWe hope the customer understands why we made the December delivery The pricing concern does not appear to be a valid analysis or relative to the fixed price contract that the customer signed on Oct 28, This was a fixed price contract at $and we billed the customer the contract price per gallonWe secured the oil at the time of the agreement That same contract stated our credit term which is payment in days There was an outstanding balance of $from the delivery on Feb 7th which is why written notice of the account being placed on delivery hold was mailed to the customer on March 31stThe account was past due daysThe payment on the customers behalf came from LI Heap on April 8thThe account shows a zero balance since April 8thUntil the funds are received the customer remains responsible for the account balanceIt appears that the customer spoke with our office after writing to the Revdex.comWe made a goodwill gesture and allowed the customer to chose a different price plan that was a Cap Price Agreement versus a FixedThe Price contract however expired as it has not been returnedThe customer is now off automatic delivery and can chose us or a different company the next time she needs fuel or service We remain available and appreciative for her business

In October [redacted] contract was renewing and he elected not continue with a CAP Plan during this time because rates were low, thus continuing on a Variable Rate plan On January 3, [redacted] *** called our office and was offere* [redacted] @ gallons The next day, [redacted] elected to terminate his account During this time, he disputed his December 26, delivery of [redacted] We offered a $credit towards that delivery with a CAP contract at 2.699; he refused Today, we will offer [redacted] the December 26, delivery for [redacted] If accepted I will apply a delivery credit of $towards that delivery

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find this resolution to be the best I will get as we disagree with the contract words "prevailing retail price" I was expecting the prevailing rate to be what the current price is for this area, they are telling me it means their prevailing rate So, they can say the prevailing rate is anything they want it to be, because it is not stated in the contract how their prevailing rate is calculated Bottom line, we can close this complaint as we agree to disagree I told them that I thought they offered this contract as a way to increase customers, after I fulfill my contract obligations, I will be looking for a new oil dealer Sincerely, [redacted] **

Below is the response to the customers complaintI 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 hereThe customer's statement said "My contract with this company was over at the end of last yearI 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/delivery .If I missed any e mail correspondence from [redacted] ***, I apologize and will credit off the $owed on the last delivery Customer states that he could have gotten oil at cents a gallon lessI have placed a credit on the account for $ The oil was delivered because by our degree days system indicated to us that it was due for a deliveryWe delivered gallons while a day prior he ordered gallonsSeems to be no disagreement that he was due for oil which answers the question of why did we deliveryPerhaps the customer did not understand that the expiration of the price agreement did not terminate the automatic deliveryIf he had told us, than the mistake is on usSince the company that he pre paid $to delivery the gallons of oil can not deliver the oil as the tank is fullThey should refund his money as he will not need oil until much later next fallIf 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 customerThe customer had a Cap Price Agreement from 1/24/thru 1/31/A requirement of this agreement was that the customer remain on automatic deliveryThe Agreement also stated that upon expiration the customer would remain on automatic delivery until notice of cancellation was given of their desire to stop deliveriesWe 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/ The customer does not provide the date of those mailsOur records indicate and I have reviewed a string of e mail that started on 1/21/through several daysThose e mails were about price concerns, thinking of signing a new price agreement and questioning why he could not get a lower priceThere were no words, indication or comment about stopping automatic deliveryI have checked our internal log notes of conversations which were consistent with the e mailsWe do not show any other correspondence with the customer until after the delivery on 3/18/

[redacted]  oil in Portland CT is trying price gouge my family and I on oil prices I am sure that they are doing this to other families also I requested a call back from the local GM and I was completely ignored The way that this company does business is completely unethical

Good Morning, [redacted] was contacted by HOP Energy advising her that she will be let out of her contract with no termination fees [redacted] was also advised as per the notification sent to customers by HOP , all contracts , terms and conditions will be honored by the company who acquired HOP Energy's electricity department Please Advise if any further information is needed Regards, [redacted] Customer Service Supervisor Hop Energy-Electricity Division [redacted] ###-###-####

We have taken corrective action by replacing the defective zone damperMr [redacted] is now satisfied based on the end result

Complaint: [redacted] I am rejecting this response because: Date Sent: 12/2/11:19:AM Complaint: [redacted] I am rejecting this response because: Thank you-the liner was installedI would like to be reimbursed for the furnace visit as well as my chimney cleaning (see the previous emails)If the liner was installed properly when it was promised I wouldn't have had to pay out over $to get my furnace back up and workingI feel very duped by this companyIf I never had any issues with the furnace stopping I would have never know that the liner was never installedThe contractor who installed the liner a few weeks ago said that this wasn't the first time he had to go out to a home to correct this exact same problemSincerely, [redacted] Sincerely, [redacted]

Revdex.com Complaint # [redacted] Customer was delivered gallons of oil, approximately year after last deliveryThe Customer has since moved and is no longer living in the state **n>Collection attempts will be discontinued.**n>

To whom it may concern, To resolve complaint, we have issued a credit in the amount of $138.50, leaving a balance of $We have arranged for Mr [redacted] to make monthly payments of $starting 4/17/, 5/and final payment due by 6/17/ Best regards [redacted] DDLC Customer Service Manager

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: Dear Ms***: When I phoned [redacted] Energy regarding the possibility of early termination of our contract on Oct 2013, Ms [redacted] yelled at me when we disagreedFurthermore, Ms [redacted] kept telling me that she could not understand my accent, so I asked to speak to her supervisor and she said he (Mr [redacted] ) was out and that she needed to look up my contract and they will be in touch later, which never occurredTherefore I decided to write the letter to [redacted] Energy general manager [redacted] insteadSince I sent the letter to Mr [redacted] I have not received any correspondent regarding the issue from either Ms [redacted] or Mr [redacted] As a result, we missed out on the deal we could have made with other companies Ms ***’s statements about attempting to reach me and my family are untrue and consistent with the unfair and deceptive treatment I have received I’m pleased she cites the damages portion of the contract where the phrase “agreement stated gallons” appearsI’m now being told the initial delivery of oil I received as an express inducement to enter the agreement is somehow not counted toward the total gallons I ultimately purchased from ***Nowhere in the contract I signed is a statement that the inducement purchase is not counted toward the “agreement stated gallons”This point is at the center of this disputeWhile I think it is clear the initial delivery was under the contract,(especially in light of the language Ms [redacted] used in her e-mails to me on the initial purchase - particulars below), at best, ***’s contract is ambiguous, which under basic contract law means the ambiguity is construed against the drafter of the contract As business practice I find it odd [redacted] makes no effort to clearly spell out in the contract and emails that the initial delivery does not count under the contractA simple sentence would make it clear As a recap of the issue we have with [redacted] Energy We only signed up with [redacted] Energy because we were told the first delivery was of a promotional price of $instead of $The [redacted] Energy Sales representative, Ms [redacted] , led us to believe that this delivery was included in the contractAs matter of fact, I did some research on my email corresponding with [redacted] rep at the time we signed the contract and I found the following [redacted] On Wed, Dec 5, at 12:PM Dear [redacted] : I have completed the electronic contract per your assignment Q1: In the agreement I saw the fixed price heating oil plan but did not see the first delivery of $3.19/gal on the contract itself, will this present a problem when we get our first billing? On Wednesday, December 5, 1:PM, [redacted] wrote: Dear Kim The first delivery of $3.199, and the Silver plan @ $is stated on the email page under the welcomeThe service information will be mailed out to youplease call if you have futher questions [redacted] We were led to believe that the first delivery was one of the many deliveries from [redacted] EnergyAs you can see, we neither were informed verbally nor in writing that the first delivery was not in the contract until almost a year later by Ms [redacted] when we asked about the possibility of early termination Late December 2013, we received a letter from Mr [redacted] , the general manager of [redacted] Energy (dated 12/11/and postmarked 12/16/13)In this letter, the only letter we have received since we mailed our letter, Mr [redacted] thanked us for being a loyal customer and pointed out plan for the coming year and he informed us that our contract would end on 12/31/Mr [redacted] did not address issue we brought up regarding our contractSo we continued to wait for his response Early January after our contract has ended and still no word from Mr [redacted] regarding our letter, I called [redacted] Energy but I got the answering service insteadI informed them that our contract has ended and that we do not want to renewThe answering service took down our name, address and message and said they will forward to the companyOn January 13, I got a message from MsBeverly stating that our account has been terminatedOn February 21, we got a bill from [redacted] Energy for early termination fee of $on the referenced date January 14, We believe [redacted] Energy business conducts is unfair and that we owe them no termination fee Sincerely, [redacted]

Dear Ms***, With regards to the response from [redacted] , I would like to state first a foremost, our General Manager, [redacted] most certainly reached out to themHe did this on more then one occasion and as I mentioned before, we never received a return call from the [redacted] ’s until 1/13/ We understand that during the call in October 2013, they were not happy about the termination fee, which was explained in great detail, however, by signing the original contract / agreement and initialing that particular section (Section of Terms and Conditions), they were agreeing to the terms and conditions of the contract / agreement and the termination fee! As a courtesy, and although they broke the terms of the contract they signed, we will credit off the Termination Fee of $ Thank you – [redacted] Customer Service Manager Cc: [redacted] Branch Manager

Mr [redacted] , I am not sure if you are aware of this or not but Kaufman Fuel is a branch of HOP energy and in that we are we have certain rules and regulations that we have to follow that are put in place by our corporate office but there are also requirements that are put in place by the state of Connecticut in the form of lawsI will also say that in this branch I instruct all of our employees to treat our customers the way they would want to be treated, in other words put yourself in their shoesThe problem with this practice is that there is an expectation that there will be an understanding between both parties, if you will, that this is a two way street and unfortunately that is not always the case In response to your problems let me resolve them in the following mannerI can assure you that your account has been terminatedI will see that there will be no further marketing to you as I am sure you would never want to do business with a company that displays a pattern of deception and finally I will have your delivery rebilled at $your COD price for that day and send you a new invoice Len S [redacted]

In the customers rejection he restates his allegations and rejects my responseI had stated that If I missed any e mail correspondence that I would credit off the $owed for the last delivery .I had credited $to address his price differential so the new balance owed is $I also offered to call his company on his behalf and seek a refund for him of his pre purchase paymentI have not received any new e mail correspondence nor a phone number to call to seek a refund on his behalfI have no new information so our response is the same as the initial responseIt is unfortunate that we have not been able to resolve this issue yetHe acknowledges calling on the day of the last delivery which is when we then took him off automatic deliveryWe have no record of telling the customer that we would pump out the oil but we do understand that suck was his request If the customer would send any documentation of his e mail to stopped delivery as well as his current suppliers phone number we will attempt to get this resolved to his satisfaction

Complaint: [redacted] Hi, Thank you for assisting in getting us a refund of the money we spent to receive the lowest possible prices We are fine with them returning that money to us as long as it's in the form of a check and not a credit with their company since we are no longer customers there Sincerely appreciate your help [redacted] and [redacted] Sincerely, [redacted]

Below is our response to the customer. I have copied the customer in on the resolution. The customer is correct in her anticipation that the second year Silver Service Plan was included with the installation proposal given the wording used by our salesmen. She should not have... to pay the $359. I also have an issue as to with the customers understanding of why she was billed the $99 and what caused the leak. I am placing a credit on the account for $458 and provide the explanations below. $359 Silver Heating Contract charge: We should have invoiced the customer in October 2015, one year from installation for the $359 price of the Silver Heating Agreement but we did not. We failed to set up that renewal date in our installation department so when that month service agreement renewals were run as well as subsequent months, it never got billed. Had it been billed, the issue would have come up prior to the need to replace the blower motor repair which was 16 months from the installation. It was not until the break down that apparently the mistake was caught on our part about it not being billed. We then compounded the surprise by presenting an either or choice. My apology. $99 Charge and relationship to the plenum leak. A plenum is tin work (metal) that connects the top of the furnace to the existing home duct work. On heat mode the combustion gases are passed over tubes in side of the furnace box. The blower motor circulates air from the rooms back over these hot tubes which causes that air to be heater and then moves up into the home. There is no water involved. When air conditioning is used, an A coil or evaporator coil is placed at the top of the furnace box and cold air is circulated into these tubes. As the blower motor brings the return air into the furnace box, that air passes over these cold tubes and provides cold air for the home. The only water or refrigerant is inside the coil tubes. The coil was found to be rusted and leaking. The plenum modification would not have been needed if we could have found a furnace to match the identical size of the existing furnace. We just would have removed the existing plenum, removed the A coil for the ac from the top of the furnace box, removed the old furnace, installed the new furnace, reconnect the A coil (air conditioning) and reconnected the plenum. Because the new furnace was not the same size, the process explained was the same but the plenum had to be modified for the new dimensions. The plenum modification had no impact on the rusting of the A coil which is where the water came from. We could not have seen the condition of the A coil when the replacement of the oil heat furnace was sold. We should have seen the rust on the day of installation and advised the customer. It is normally better to replace both system at the same time as they share common parts. There is also repetitive labor if you do one now and the other later. If this was not communicated we can still address replacing the AC and I will make the necessary reductions in price so that the customer would have no additional expense as if both were done together.

My research shows the following: Roman", serif;"> *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 scheduleWe do not have specific schedules as such *Customer states she agreed to billing of weeks not weeksWe do not have customized billing; all bills are due within 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 contractUsually quotes are given within a few days if not quoted at the house at the time of the appointmentWe 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 $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 $ETF & that it would be waived and she would not receive any more deliveriesCustomer 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

To whom it may concern, To resolve complaintAs a courtesy, we have honored [redacted] 's desired settlementWe have applied a credit towards her account in the amount of $which is based on 136.8gls delivered at It was originally billed at $totaling $A revised statement in the amount of $has been mailed out [redacted] 's account has been terminated as of 3/17/per her request Warm Regards, [redacted] Automatic TLC Customer Service Manager

Complaint: ***
I am rejecting this response because:
The
October delivery was a one-time promotional pricing at $1.699, not *** retail
pricingThe January 28, delivery, coincidentally or not, was priced at
$within a day of when I made my complaint to the Revdex.com. Regardless, you still not have addressed the
fact that the *** salesman lead me to believe that ***’s retail pricing was
aligned with *** for which I was told yes it wasTHAT WAS A CLEAR MISREPRESENTATION
It would
have made zero sense for a customer like me to be paying up to a $per
gallon premium solely for auto-deliveryAs I told the *** salesman when we spoke in
August, I had happily been using *** for years without issue after poor pricing
experiences with ***. I am not on a
budget plan. I pay my bill immediately
upon receipt
At this
point I simply want my oil delivery contract immediately terminated without
being charged a pro rated early termination fee. I will eat the $plus for which I overpaid
for oil deliveries under this agreement from August until now.
On
another note, as part of my dealings with *** on this oil delivery contract, I
was offered and paid for a *** service contract at $with no mention of the
face value being $498.95. You can
imagine my concern when that bill was receivedIt left me very concerned of
***’s attempting to auto-renew me next season at a higher than agreed to or
non-discounted rate of $498.95. *** not mentioning this in our email
discussions was clearly an attempt to bait a customer without full disclosure. Since I did pay and enter into this ***
service contract at inception, I expect this to run until 08/31/without
reprisal
Sincerely,
*** ***