MARVEL BEAUTY SCHOOL AND PEBEC SCHOOL OF ESTHETICS

Complaint: [redacted]
I am...

rejecting this response because: Since it was obviously the companies fault that no liner was installed (per the Mason who came last week to install one) I would like to be reimbursed the $200 emergency service visit from [redacted] and the $117 that I paid to have my chimney cleaned. If the work was done properly in the first place when the furnace was installed I wouldn't have had to have to pay these items. I would like a check of $317 sent to me along with an apology from the company for their error.
Sincerely,
[redacted]

In the customers rejection he restates his allegations and rejects my response. I had stated that If I missed any e mail correspondence that I would credit off the $433.64 owed for the last delivery .I had credited $98.60 to address his price differential so the new balance owed is $335.04. I also offered to call his company on his behalf and seek a refund for him of his pre purchase payment. I have not received any new e mail correspondence nor a phone number to call to seek a refund on his behalf. I have no new information so our response is the same as the initial response. It is unfortunate that we have not been able to resolve this issue yet. He acknowledges calling on the day of the last delivery which is when we then took him off automatic delivery. We 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.

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]
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From: [redacted] [[redacted] Sent: Wednesday, February 25, 2015 8:53 AMTo:...

'[redacted]Subject: RE: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]
 
Good Morning.
 
This issue has been resolved and I received a call.
 
Thank you,
 
 
[redacted]%3

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 laws. I 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 shoes. The 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 manner. I can assure you that your account has been terminated. I 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 $1.899 your COD price for that day and send you a new invoice.                                Len S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that...

this resolution is satisfactory to me.
I received a call from the TLC Service Manager Friday, April 4, 2014.  As I was out, the call went to voice mail.  Having checked voice mail after their business hours I called back and left him a voice mail.  Monday morning, April 7 we discussed the situation by telephone.  Due to the long wait on our part he considered the repair/service call charge a “wash” resulting in no charge to us.  He offered to have a technician come to our place Monday afternoon.  The technician arrived at 1 pm, looked at the damper on the furnace, called his office and left to pick up the new damper/actuator motor.  He returned with the part and had it in place and running by 3:30 pm Monday.  So far the furnace damper appears to be working correctly.I forgot to mention in the previous email the technician also said there would be no charge.  The technician was friendly, helpful in explaining the two zone damper operation, and left no mess on his departure.
Sincerely,
[redacted]

To whom it may concern,
 
To resolve complaint, we have issued a credit in the amount of $138.50, leaving a balance of $745.50. We have arranged for Mr [redacted] to make 3 monthly payments of $248.33 starting 4/17/14 , 5/17 and final payment due by...

6/17/14.
Best regards
 
[redacted]
DDLC Customer Service Manager

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]

Complaint: [redacted]
I am rejecting this response because:
Date Sent: 12/2/2015 11:19:16 AM Complaint: [redacted] I am rejecting this response because: Thank you-the liner was installed. I 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 $300 to get my furnace back up and working. I feel very duped by this company. If I never had any issues with the furnace stopping I would have never know that the liner was never installed. The 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 problem. Sincerely, [redacted]
Sincerely,
[redacted]

[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.

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: 10594145
I am rejecting this response because:
Please see attachment
Sincerely,
Kathleen Parsons

We have reviewed Mr. [redacted] account and see he entered into our Capped agreements twice in 2015 (1/8/2015 -program fee $70.00 and 4/1/2015- program fee $140.00).  The terms of our contract state "if our prevailing retail price for home heating oil drops below the Capped...

Priced during the Pricing Period then you will pay our prevailing retail price for home heating oil."  Our retail price did not drop below the Capped Price during the timeframe Mr. [redacted] was under agreement (outside of the one delivery he mentioned in his complaint).  [redacted] Express is a full service home heating oil company and our rates reflect 24/7 emergency service, worry free automatic delivery and experienced licensed heating and cooling service technicians.  With that being said, we are sorry to see Mr. [redacted] leave us as a customer and as a good faith gesture have credited his account $210.00 (total for program fees).  Thank you.
Sincerely,
Barbara [redacted]
Customer Service Manager
[redacted] Express
[redacted]

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 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

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.

Complaint: [redacted]
I am rejecting this response because: it does not provide an acceptable response and provides no restitution.The statement about the comparison pricing being COD is entirely false.  I have sent an inquiry to Ms. Carol S[redacted] on Jan. 10th. regarding this issue to which I received no response.It clearly showed credit card and cash price comparisons from other local companies.  In that instance, none of the prices (including credit card prices) exceeded $1.85/gallon, where I was charged the full cap price of $2.19.  This example is attached and more examples were provided previously to Ms. S[redacted].Quick check today proves that the prices remain at that same level.  For the record, we do not have a service contract for our furnace, only the delivery contract.  Nowhere does the contract specifies that the market price is not determined by the cost of oil for the area.  I guess I, the customer, can only blame myself for assuming what the "market" price means.  Future customers: beware of this unethical practice.  "Market" in no way means price in your market and in no way reflects the actual cost of oil in your marketSecondly, the response provided in no way addresses why the automatic delivery occurred with half tank full.  DDM Energy monitors our usage to the gallon and was well aware that 1/2 a tank remains.  NONE of prior deliveries occurred this early.  ALL prior deliveries took place when the tank had about 1/8 left.  As such, we felt no need to inform the vendor our our switching plans.  Had the same pattern been followed, the delivery would not have occurred till the fall, due to the warm weather coming.  Since our contract would have expired in Sept no delivery was likely to occur in any case.  The fact that a delivery took place in April, with half tank full, completely breaking the prior pattern clearly points to a grab for cash prior to season end.  This blatant attempt to pad the bottom line is another example of lack of ethics exhibited by this company.Lastly, we have asked for verification of the HVAC system prior to purchase of the home.  Our decision to purchase this particular home was based on letters from different vendors showing that any issues are resolved or not existent.  We have received 5 such letters for various systems in the house.  We had to call 3 vendors back with potential problem resolution.  2 have responded quickly, free of charge, and resolved the issues to our full satisfaction.  DDM Energy is the ONLY company that refused to stand behind their own letter.  Another example of lack of ethics.We once again request that the fee for the last delivery is waived.
Sincerely,
[redacted]

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

From: [redacted] Sent: Wednesday, November 19, 2014 12:14 AM
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To: [email protected]: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]
 
Revdex.com,  I want to thank you for your quick response to my problem with ,HOP energy LLC .The company responded with a Phone call to resolve and change the service date to a more reasonable time. Thank you again for your consideration with my problem . [redacted]

To whom it may concern,
To resolve complaint. As a courtesy, we have honored [redacted]'s desired settlement. We have applied a credit towards her account in the amount of $109.44 which is based on 136.8gls delivered at 3.699. It was originally billed at $4.499 totaling $615.46. A revised...

statement in the amount of $506.02 has been mailed out. [redacted]'s account has been terminated as of 3/17/14 per her request.
Warm Regards, [redacted]
Automatic TLC Customer Service Manager

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.