NOCO Energy Corp

Revdex.com spoke to [redacted] todayThe delivery was made on July 18, When the private company came to bleed the lines, they probably left the furnace on as it was OctoberIf the furnace was NOT on, with the cold winter we had, the consumer would have noticed problems [redacted] advised the consumer could call her directly at ###-###-#### so [redacted] can talk to herThe driver stated the gate was unlocked

Air Conditioning Associates was fast in their response and their HVAC tech, ***, was amazingWhen the heat pump failed in the house I recently bought and moved into, he discovered that it had been extensively rewired by others during previous attempts to repair itThis caused a circuit board controlling it to burnoutThere was even a replacement motor squeezed into it that was larger than the one for which it was designed [redacted] worked to return the heat pump to stock condition by replacing the wiring, some of which had been altered to bypass certain necessary circuit pathwaysHe also replaced the oversized motor with an appropriate spec oneThe result was that the fan on it once again fit properly within its shroudHis replacement of the wrong motor eliminated an exceedingly annoying vibration felt throughout the house whenever the heat pump was runningIn the process of all this, he evidently found and resolved the likely cause of the previous failures of the heat pump which had resulted in the patchwork of inappropriate repairs created during the previous owner's attempts to get it to workThe best part is that [redacted] saved me many thousands of dollars in heat pump replacement costs, something I would have had to do had he been unable to meticulously work his way through the mess he encounteredI can only offer praise of ACA and [redacted] - I highly recommend them!

Air Conditioning Associates is an excellent companyThey replaced my air conditioner and furnace in and did an outstanding jobThey stood behind their work and fixed a small problem for freeI highly recommend this company

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. BBB spoke to [redacted] today. She stated for the July delivery, the gate was locked. How did the company deliver fuel if they could not get to the tank? She was at [redacted] that day and can prove it by getting a doctor's note. Just because there is a delivery ticket does not mean fuel was actually put into the tank.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Although [redacted] Did Advise An Estimated Amount Of $I Agree That Based On These Calculations $Does Seem Closer To The Actual AmountHowever, I Do Expect That I Would Not Be Expected To Pay Taxes On The Overcharged Portion Of My OilTherefore I Am Requesting The Taxes For That Portion Which Comes Out To Approx $ Regards, [redacted] ***

I am writing in response to the above complaint numberMs [redacted] has contacted NOCO regarding her concerns and was given the below information, however I would like to formally respond At the time of the May 16, propane delivery made by our company, Ms [redacted] was on an automatic delivery schedule That means that NOCO is charged with keeping track of her propane usage, and delivering in a way that suits the homeowner’s needs and assures that they will not be inconvenienced by running out of fuel NOCO provides and maintains ownership of the tank as a courtesy to our customersOn the day of the delivery, our driver did in fact find a nest under the propane lid Bird nests are typically constructed of highly flammable materials They may be dried plant matter, sticks, plant stems or grass, held together with mud For this reason, our driver removed the nest and placed it to the side of the yard He did not willfully destroy the nest However, his personal safety as well as that of our homeowner was his first priorityAt this time, we have put in place a directive that insures that driver will not enter Ms***’s property at [redacted] Road We have not received a request to discontinue service at this time If a delivery is necessary, it will be done by a different delivery driverWe regret that Ms [redacted] has not been completely satisfied with our service and we will continue to work at improving our serviceIf you have further questions, please contact me via e-mail at [redacted] Thank you Regards, Alicia L [redacted] Customer Service Manager NOCO Energy Corp

I am writing in response to the above case numberAccording to our records, Ms*** did in fact receive fuel deliveries on July 18, and January 2, Following this letter are copies of the delivery tickets along with two images generated by our GPS equipmentEach delivery vehicle is
equipped with a GPS and that data is electronically transmitted to our Dispatch centerOur drivers do not have the ability to modify or delete any of that informationRegarding the delivery on January 2ndWe have a record of a phone call from Ms***'s home telephone (###-###-####) at 10:56am on Thursday, January The record of the call does not have the name of the caller, only that the CSR received a verbal request to fill the tank as soon as possibleWe do not have record of Ms*** requesting service after the January deliveryAt this time, we have received payment in full for the delivery made on July 18, There is an outstanding balance of $1034.79, which is the amount for the delivery made on January 2, We regret that Ms*** has not been completely satisfied with our service and we will continue to work at improvingAt this time we feel that we have provided sufficient evidence that both deliveries were made and we will not be refunding $If you have further questions, please contact me via e-mail at ***@***.com or by telephone at ###-###-####Thank you
Regards,
*** ***
Customer Service Manager
NOCO Energy Corp

I am writing in response to the above case number. Mr*** was contacted by NOCO on June 23, regarding his account. The call was regarding an outstanding balance resulting from deliveries made in January and March of
On June 23, 2015, after receipt of the complaint, Mr*** was contacted directly by our Residential Credit Manager, Alicia M***. Miss M*** apologized to Mr*** for the way his call was handled by one of her staff members. Regardless of the age of the balance, NOCO policy dictates that all customers are to be treated with respect. She assured him that she would address his concerns with Heidi, the employee named in the complaint. She also informed him that NOCO is not exempt from any NYS law. Miss M*** proceeded to make additional payment arrangements with Mr*** as a courtesy. At this time, Mr***s account is still being held at NOCO Energy Corp., and has not been sent a 3rd party collection agency. If you have further questions, please contact me via e-mail at ***@***.com or by telephone at ###-###-####. Thank you. Regards, Alicia L*** Customer Service Manager NOCO Energy Corp

Revdex.com spoke to [redacted] today. The delivery was made on July 18, 2013. When the private company came to bleed the lines, they probably left the furnace on as it was October. If the furnace was NOT on, with the cold winter we had, the consumer would have noticed problems. [redacted] advised the consumer could call her directly at ###-###-#### so [redacted] can talk to her. The driver stated the gate was unlocked.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The online payment system has actually changed to display less information.  Now, when I log in, "information is not available about your account balance" is shown.  However, NOCO has been emailing copies of the mailed statements, so they are making an effort to keep me informed on the status of my account.
 
When we first signed up for NOCO service, we did fill out and return a form for participation in the "budget billing" program, so this is incorrect.  We should be participating in this program and I have mentioned this by phone and email to NOCO customer service reps.  The only offer to help this situation was to forward us a form for "automatic credit card billing" - which is a separate autobill program, not the same as the budget billing program.  I do not wish to be auto-billed, given the huge amounts we have been seeing this winter, so auto-billing doesn't solve that issue.
 
I do appreciate the billing statements being emailed, but am not satisfied regarding the offer to sign up for "auto bill" rather than a budget plan which we originally signed up to participate in.
 
We also have a separate complaint issue.  In February 2014, our tank was allowed to run empty.  When this happened, we called for an emergency delivery.  A driver came out and filled our tank (he was great), but indicated that NOCO had mis-scheduled deliveries for February in our area, and that many other people had their heating fuel run out.
Regards,
[redacted]

Great company to work with! [redacted] took time to find out what would best meet the needs of my company and house electricity. Well informed and courteous.

Air Conditioning Associates is an excellent company. They replaced my air conditioner and furnace in 2015 and did an outstanding job. They stood behind their work and fixed a small problem for free. I highly recommend this company.

I am writing in response to the above case number.  
The [redacted] were able to reconcile their account on Thursday, January 16. At this time, they do not participate in a NOCO Budget Billing Program which we offer to all customers at no charge.
Regarding online account...

information. We were unable to replicate the error that Ms. [redacted] experienced but that alone is not enough for us to say that it did not happen.  We continually monitor our online program and are regularly receiving inquiries and payments.  Ms. [redacted] has been in contact with our office via e-mail and has not had any further complaints.  
A detailed summary of all account activity from September 1, 2013 through January 31, 2014 has been generated and mailed.  This was requested in the original complaint. 
Lastly, regarding the delivery of propane.  A propane delivery was made Saturday, January 18.  The information was forwarded to me on the Monday following the delivery (January 20) and it was determined that the fee would not be assessed. At this time, we will not be issuing a credit for a $99 fee because one was never charged to the [redacted] account. 
If you have further questions, please contact me via e-mail at [redacted].com or by telephone at ###-###-####.  Thank you.  
 
Regards,
[redacted]
Customer Service Manager
NOCO Energy Corp.

I am writing in response to the above complaint number. Ms. [redacted] has contacted NOCO regarding her concerns and was given the below information, however I would like to formally respond.   At the time of the May 16, 2016 propane...

delivery made by our company, Ms. [redacted] was on an automatic delivery schedule.  That means that NOCO is charged with keeping track of her propane usage, and delivering in a way that suits the homeowner’s needs and assures that they will not be inconvenienced by running out of fuel.  NOCO provides and maintains ownership of the tank as a courtesy to our customers. On the day of the delivery, our driver did in fact find a nest under the propane lid.  Bird nests are typically constructed of highly flammable materials.  They may be dried plant matter, sticks, plant stems or grass, held together with mud.  For this reason, our driver removed the nest and placed it to the side of the yard.  He did not willfully destroy the nest.  However, his personal safety as well as that of our homeowner was his first priority. At this time, we have put in place a directive that insures that driver 64 will not enter Ms. [redacted]’s property at [redacted] Road.  We have not received a request to discontinue service at this time.  If a delivery is necessary, it will be done by a different delivery driver. We regret that Ms. [redacted] has not been completely satisfied with our service and we will continue to work at improving our service. If you have further questions, please contact me via e-mail at [redacted]  Thank you.    Regards, Alicia L[redacted]  Customer Service Manager  NOCO Energy Corp.

Air Conditioning Associates was fast in their response and their HVAC tech, [redacted], was amazing. When the heat pump failed in the house I recently bought and moved into, he discovered that it had been extensively rewired by others during previous attempts to repair it. This caused a circuit board controlling it to burnout. There was even a replacement motor squeezed into it that was larger than the one for which it was designed. [redacted] worked to return the heat pump to stock condition by replacing the wiring, some of which had been altered to bypass certain necessary circuit pathways. He also replaced the oversized motor with an appropriate spec one. The result was that the fan on it once again fit properly within its shroud. His replacement of the wrong motor eliminated an exceedingly annoying vibration felt throughout the house whenever the heat pump was running. In the process of all this, he evidently found and resolved the likely cause of the previous failures of the heat pump which had resulted in the patchwork of inappropriate repairs created during the previous owner's attempts to get it to work. The best part is that [redacted] saved me many thousands of dollars in heat pump replacement costs, something I would have had to do had he been unable to meticulously work his way through the mess he encountered. I can only offer praise of ACA and [redacted] - I highly recommend them!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below
Although [redacted] Did Advise An Estimated Amount Of $195.00 I Agree That Based On These Calculations $95.00 Does Seem Closer To The Actual Amount. However, I Do Expect That I Would Not Be Expected To Pay Taxes On The Overcharged Portion Of My Oil. Therefore I Am Requesting The Taxes For That Portion Which Comes Out To Approx $20. 
Regards,
[redacted]

NOCO has been in contact with Mr. [redacted].  We have arranged to meet with him at his convenience.  We will meet with him at his residence on Thursday, June 26.  At that time we will establish what needs to be done to resolve Mr. [redacted]'s complaint.  We will post a follow up...

response to the complaint after that meeting.

I am writing in response to the above case number.   Ms. [redacted] did contact NOCO regarding her concerns and I would like to apologize for the delay in her receiving credit on her account.  According to our records, Ms....

[redacted] received 2 deliveries at a price higher than $3.899.  They were on February 11, 2014, for 222.9 gallons, billed at $4.099, and March 31, 2014 for 222.1 gallons, also billed at $4.099.  Prior to that, her deliveries were at or below the agreed upon price.  Adjustments to those deliveries were to be made after we spoke in July.  The adjustments to those two deliveries result in a credit of $93.22, which was rounded to $95. In order to reach an amount close to $195, all taxes would have to be removed from the deliveries.  I am not able to do this because we do not have a tax exemption certificate on file for Ms. [redacted]. At this time, Ms. [redacted]’s account is in good standing and no information has been reported to any credit agency indicating otherwise.  We regret that Ms. [redacted] has not been completely satisfied with our service and we will continue to work at improving it.  At this time we feel that we have provided sufficient evidence that a credit of $95.00 is what is due, and that amount has been posted to her account.    If you have further questions, please contact me via e-mail at [redacted]@noco.com or by telephone at ###-###-####.  Thank you.     Regards, [redacted] Customer Service Manager NOCO Energy Corp.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Revdex.com spoke to [redacted] today. She stated for the July delivery, the gate was locked. How did the company deliver fuel if they could not get to the tank? She was at [redacted] that day and can prove it by getting a doctor's note. Just because there is a delivery ticket does not mean fuel was actually put into the tank.