From: *** *** ***
Sent: Monday, November 10, 12:PM
To: *** ***
Subject: RE: Complaint ***
I spoke with *** from *** fuel today November 10th, Although I still do not agree with how thise company worksThe outcome currently is that they will delivery November 24th and from there they will tell me us if we have another delivery or not which well determine wetether or not we needed another deliver determing if our contarct will end without another deliverySo this is the best I can get so I will take itYou can close the caseI hope not to have to report them in the future
Revdex.com ID #***
*** ***
*** **
After reviewing the account, the following information has been gathered. When *** *** called Customer Service at Automatic TLC, she was told she would not receive an oil delivery until October 1, because the account was on
hold due to credit issues. Once a payment arrangement was made, and a payment made, the account returned to a “current” status and a delivery was made.
Per *** *** request the account will be terminated before her contract is to expire with no early termination fee Her account will be credited for $340.38, half of her current balance
Complaint: ***I am rejecting this response because:
The company's blatant efforts to disparage my reputation only exacerbate the situation. Please note the following:
1/ The company provided no written or verbal notice at any time that delinquincy of a single payment would result in a "delivery hold">
2/The bill I received immediately prior to the delivery hold stated I was past due ONLY for the month of November in addition to the current amount for December ($and ($728), the accumulated total being due on the stated date of 12/25/
3/When I contacted *** *** on the morning of 12/I was told by "***" the customer service manager who called me that my account remained on delivery hold but that he would immediately order it unfrozen -- this is directly contradictory to what is represented in *** ***' response below which purports to assert that the delivery hold was lifted prior to my contacting Alliance Express
4/When told that *** *** had delivered gallons of heat, I immediately called *** *** and ordered them to cease further delivery of any further oil. In defiance of my instructions and without my authorization *** *** immediately filled my oil tank full
5/With regard to any alleged "violations' of payment by myself, it is curious that *** *** fails to represent the fact that I have been a customer of the company for more than years without any prior disparagement of my character by the prior ownership of *** ***
6/The fact that I pleaded with *** *** to provide some oil throughout the cold winter evening meant nothing to the company even though I informed them that my family included a frail relative of years who had severe heart problems and could not stand the cold
7/ It is my understanding that the check I referenced for $has already been processed by the *** ** *** and therefore *** ***' assertion of not having received such is without merit
To reiterate, the treatment of *** ***, in particular its failure to provide notice to the customer of a freeze on oil delivery in the middle of winter, violate of the consumer protection laws (M.G.Lc. 93A) of the Commonwealth of Massachusetts that govern unfair and deceptive consumer practices. I request a letter of apology by a member of the executive leadership team of HOPS oil, any credit owed me by virtue of a service contract, and waiver of any fees for the unauthorized delivery of a full tank of oil
Yours truly
*** *** ***
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
However;
I spoke to the
Customer Service Representative in May of this year regarding a letter I received
about my budget planIt was concerning an increase to my budget plan
and nothing
was ever said about a credit issue or that my account was on HOLD.
My payment plan was revised so that my balance would be paid in full
prior to the
tentative Gas Conversion. I was told my next delivery was scheduled for
October 1, 2014, but only after I
asked when it was scheduled. This would
insure I did not
have too much oil left for the Gas Conversion planned this
fall. I was never told the “schedule”
would be adjusted after a payment was made. I accept the settlement
terms stated in Automatic TLC response regarding “crediting” my account $
and no early termination fee Please
confirm in writing that my terminated contract
means I will not receive any further oil
deliveries from them now or in the future.
Sincerely,
*** ***
The company is attempting to collect on a past due balance with the customer. The customer had not paid their budget payment for the months of October and November, and was placed on delivery hold as a result of non-paymentWhen customer promised payment after she ran out of oil (as a result
of being on delivery hold) the company made a delivery of oil on 12/15/Customer has a history of payment terms violations (has been past due of the last months)The company is currently owed $2,(the payment she refers to has not been received as of 12/17/14) after a good faith credit of $was issued for the cost of the service policy that billed on 9/26/it has been explained to the customer that the terms of the service contract will continue to be honored until 9/26/as long as she remains a customer. The company is further willing to offer a credit of $towards her last delivery (meeting our new customer offer) in an effort to resolve this dispute. This customer has requested to cancel her account and stop all further deliveriesShe will not receive any further deliveries from *** *** until she so requests and brings her account current
From: [redacted]
Sent: Wednesday, November 19, 2014 12:14 AM
To: [email protected]
Subject: 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]
The statement that you copied and pasted from the mailer that I received was NOT on there. Maybe the new mailer you just sent out had the new statement on there, since you had other problems with this. We went with a different company who have been wonderful and accommodating to their customers. Its very unfortunate that you continue to put the blame on your customers when you obviously made the mistake. Our salesman that came out to our house and walked us through everything and gave us a quote looked at the mailer we received and said that we SHOULD be able to use it because NOTHING was stated that you said in your response. If you need to see that mailer that I received, I would be glad to show you or paste it on this site so that other people can see how your company does not own up to their mistakes. I will NOT be recommending your services to any of my friends, family and acquaintances.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Customer entered into a fixed price contract in July 2014. The price per gallon of oil fluctuates daily and is not under HOP Energy-[redacted] Energy’s control. The price of oil has dropped recently and in the future may rise again. If the customer would...
like to cancel his contract, the early termination fee will apply and once paid, a new contract with a new fixed rate will be established.
The representatives from [redacted] fuel also told both my husband and myself that we have 800+ more gallons that they have to deliver to us. From now until January when our contract supposedly ends. That doesnt seem like oil being deliver as needed, does not sound like when you get to 1/4 of a...
tank oil is delivered sounds like this company delivers when every they feel like. Not keeping their end of the contract but they wish me to have to pay a termination fee when they have previously already breached the contract. I spoke to a [redacted] from [redacted] fuel Thursday november 6th who was supposed to have someone get back to me about our contract I have heard nothing. He told me was going to send us a bill for terminating the contract I told him I wanted to speak to his supervisor because that doesn't resolve the issue. No phone call yet.
Complaint ID #[redacted]
The [redacted] flyer for “All New Heating Equipment” at 0% interest for 36 months does not extend to oil to gas conversions.
Please see the paragraph below which was copied and pasted from the flyer.
Offer is for new...
installations only and cannot be combined with other incentives.
Interest free financing and no down payment are for automatic delivery customers only
and are subject to proper credit approval. Offer is not valid for oil to gas conversions.
Offer expires October 31, 2014 and may be terminated at any time without notice.
Other conditions may apply.
We apologize for any confusion this offer may have caused.
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]
Customer signed a fixed contract effective 1-29-14, automatic delivery with a $350.00 early termination fee. Automatic oil delivery is based on estimated useage and delivered as such. The early termination fee is documented within the signed contract and because of this the fee will not be waived.
From: *** *** ***
Sent: Monday, November 10, 12:PM
To: *** ***
Subject: RE: Complaint ***
I spoke with *** from *** fuel today November 10th, Although I still do not agree with how thise company worksThe outcome currently is that they will delivery November 24th and from there they will tell me us if we have another delivery or not which well determine wetether or not we needed another deliver determing if our contarct will end without another deliverySo this is the best I can get so I will take itYou can close the caseI hope not to have to report them in the future
Revdex.com ID #***
*** ***
*** **
After reviewing the account, the following information has been gathered. When *** *** called Customer Service at Automatic TLC, she was told she would not receive an oil delivery until October 1, because the account was on
hold due to credit issues. Once a payment arrangement was made, and a payment made, the account returned to a “current” status and a delivery was made.
Per *** *** request the account will be terminated before her contract is to expire with no early termination fee Her account will be credited for $340.38, half of her current balance
Complaint: ***I am rejecting this response because:
The company's blatant efforts to disparage my reputation only exacerbate the situation. Please note the following:
1/ The company provided no written or verbal notice at any time that delinquincy of a single payment would result in a "delivery hold">
2/The bill I received immediately prior to the delivery hold stated I was past due ONLY for the month of November in addition to the current amount for December ($and ($728), the accumulated total being due on the stated date of 12/25/
3/When I contacted *** *** on the morning of 12/I was told by "***" the customer service manager who called me that my account remained on delivery hold but that he would immediately order it unfrozen -- this is directly contradictory to what is represented in *** ***' response below which purports to assert that the delivery hold was lifted prior to my contacting Alliance Express
4/When told that *** *** had delivered gallons of heat, I immediately called *** *** and ordered them to cease further delivery of any further oil. In defiance of my instructions and without my authorization *** *** immediately filled my oil tank full
5/With regard to any alleged "violations' of payment by myself, it is curious that *** *** fails to represent the fact that I have been a customer of the company for more than years without any prior disparagement of my character by the prior ownership of *** ***
6/The fact that I pleaded with *** *** to provide some oil throughout the cold winter evening meant nothing to the company even though I informed them that my family included a frail relative of years who had severe heart problems and could not stand the cold
7/ It is my understanding that the check I referenced for $has already been processed by the *** ** *** and therefore *** ***' assertion of not having received such is without merit
To reiterate, the treatment of *** ***, in particular its failure to provide notice to the customer of a freeze on oil delivery in the middle of winter, violate of the consumer protection laws (M.G.Lc. 93A) of the Commonwealth of Massachusetts that govern unfair and deceptive consumer practices. I request a letter of apology by a member of the executive leadership team of HOPS oil, any credit owed me by virtue of a service contract, and waiver of any fees for the unauthorized delivery of a full tank of oil
Yours truly
*** *** ***
*** ***
Complaint: ***
I am rejecting this response because: It is a completely unethical business practice
Sincerely,
*** ***
We have contacted customer *** *** to resolve the complaintWe will update the complaint when once we have finalized a resolution
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
However;
I spoke to the
Customer Service Representative in May of this year regarding a letter I received
about my budget planIt was concerning an increase to my budget plan
and nothing
was ever said about a credit issue or that my account was on HOLD.
My payment plan was revised so that my balance would be paid in full
prior to the
tentative Gas Conversion. I was told my next delivery was scheduled for
October 1, 2014, but only after I
asked when it was scheduled. This would
insure I did not
have too much oil left for the Gas Conversion planned this
fall. I was never told the “schedule”
would be adjusted after a payment was made. I accept the settlement
terms stated in Automatic TLC response regarding “crediting” my account $
and no early termination fee Please
confirm in writing that my terminated contract
means I will not receive any further oil
deliveries from them now or in the future.
Sincerely,
*** ***
The company is attempting to collect on a past due balance with the customer. The customer had not paid their budget payment for the months of October and November, and was placed on delivery hold as a result of non-paymentWhen customer promised payment after she ran out of oil (as a result
of being on delivery hold) the company made a delivery of oil on 12/15/Customer has a history of payment terms violations (has been past due of the last months)The company is currently owed $2,(the payment she refers to has not been received as of 12/17/14) after a good faith credit of $was issued for the cost of the service policy that billed on 9/26/it has been explained to the customer that the terms of the service contract will continue to be honored until 9/26/as long as she remains a customer. The company is further willing to offer a credit of $towards her last delivery (meeting our new customer offer) in an effort to resolve this dispute. This customer has requested to cancel her account and stop all further deliveriesShe will not receive any further deliveries from *** *** until she so requests and brings her account current
From: [redacted]
Sent: Wednesday, November 19, 2014 12:14 AM
To: [email protected]
Subject: 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]
The statement that you copied and pasted from the mailer that I received was NOT on there. Maybe the new mailer you just sent out had the new statement on there, since you had other problems with this. We went with a different company who have been wonderful and accommodating to their customers. Its very unfortunate that you continue to put the blame on your customers when you obviously made the mistake. Our salesman that came out to our house and walked us through everything and gave us a quote looked at the mailer we received and said that we SHOULD be able to use it because NOTHING was stated that you said in your response. If you need to see that mailer that I received, I would be glad to show you or paste it on this site so that other people can see how your company does not own up to their mistakes. I will NOT be recommending your services to any of my friends, family and acquaintances.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Revdex.com Complaint #[redacted]
Customer entered into a fixed price contract in July 2014. The price per gallon of oil fluctuates daily and is not under HOP Energy-[redacted] Energy’s control. The price of oil has dropped recently and in the future may rise again. If the customer would...
like to cancel his contract, the early termination fee will apply and once paid, a new contract with a new fixed rate will be established.
The representatives from [redacted] fuel also told both my husband and myself that we have 800+ more gallons that they have to deliver to us. From now until January when our contract supposedly ends. That doesnt seem like oil being deliver as needed, does not sound like when you get to 1/4 of a...
tank oil is delivered sounds like this company delivers when every they feel like. Not keeping their end of the contract but they wish me to have to pay a termination fee when they have previously already breached the contract. I spoke to a [redacted] from [redacted] fuel Thursday november 6th who was supposed to have someone get back to me about our contract I have heard nothing. He told me was going to send us a bill for terminating the contract I told him I wanted to speak to his supervisor because that doesn't resolve the issue. No phone call yet.
Sent from my [redacted]
I spoke to [redacted] and he said we will credit his ([redacted]) account and bring the balance to $0.00.
Complaint ID #[redacted]
The [redacted] flyer for “All New Heating Equipment” at 0% interest for 36 months does not extend to oil to gas conversions.
Please see the paragraph below which was copied and pasted from the flyer.
Offer is for new...
installations only and cannot be combined with other incentives.
Interest free financing and no down payment are for automatic delivery customers only
and are subject to proper credit approval. Offer is not valid for oil to gas conversions.
Offer expires October 31, 2014 and may be terminated at any time without notice.
Other conditions may apply.
We apologize for any confusion this offer may have caused.
HIC# [redacted], NJ LIC# [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.
Sincerely,
[redacted]
Revdex.com Complaint #[redacted]
Customer signed a fixed contract effective 1-29-14, automatic delivery with a $350.00 early termination fee. Automatic oil delivery is based on estimated useage and delivered as such. The early termination fee is documented within the signed contract and because of this the fee will not be waived.