Receivables Management

This letter is in rebuttal of a complaint filed by a [redacted] My name is Lisa Pand I am the Customer Service manager for Hometowne Energy coMs [redacted] is currently a propane customer of Hometowne EnergyWe currently supply Ms [redacted] with sets of tanks at her home at [redacted] *** [redacted] ***, [redacted] NYThe details of these delivery sites, both on Hometowne Energy account number [redacted] are: South side of home ( Our system's tank #l):Two (2) Hometowne supplied pound propane tanks with a total usable capacity of gallons each, gallons totalThese are at the South end of the duplex at this siteNorth side of home ( Our system's tank #2): Two (2) Hometowne supplied pound propane tanks with a total usable capacity of gallons each, gallons totalThese are at the North end of the duplex at this siteMs [redacted] is on a WILL CALL delivery basis for both of these delivery sites and she is required to pre pay for all deliveries made to these tanksA letter confirming this account status and customer responsibilities was mailed in December On 1/3/we received a [redacted] credit card payment in the amount of $ as a pre payment for a delivery to the NORTHSIDE tanks ( our tank #2)However, the ticket was logged incorrectly and the delivery of gallons was actually made to the SOUTHSIDE tanks ( our tank #1)The customer called the office on 1/and informed us of our mistakeWe then informed the dispatcher and instructed the driver to return to the site and deliver only gallons to use the remaining dollar credit on the account, per the customer's requestThe driver never received the information to make this correct delivery until the customer called back on 1/10/We then delivered , on 1/10/18, gallons to the NORTHSIDE tanks ( our tank #2) as was originally orderedThis left the customer's •account with a balance of $ for which she was not billedFurthermore, the 1/10/phone call from the customer was the last contact that we had with the customer on this issueOn Thursday 3/1/at 7:pm, Ms [redacted] posted a publically shared comment on her own [redacted] page saying that she was upset with Hometowne Energy and that her tanks were locked off and that she needed a delivery or propaneA mutual ( [redacted] ) friend saw the post and forwarded to me since they thought that would want to see itI have printed, as best I can, the majority of this post as it was shared to me on my [redacted] page and included with this letterOn Friday, 3/2/at 8:am I called Ms [redacted] to resolve the issueAgain, this [redacted] post was our only indication that the customer was in need of assistanceMs [redacted] had not called the office on 3/1/Since she didn't answer at that time, I left a message for the customer to call me backOn Friday 3/2/at 2:17pm, Ms [redacted] called our office and was transferred to me, since she was returning my callI informed the customer that I had seen her [redacted] post and that I understood there to be a problem with her propane tanksI asked her if she had called the Hometowne office the night of 3/1/when she discovered that she had no heatShe said that she had called and had just heard a voice mail message, and hung upI then explained that Hometowne Energy has an Emergency phone system and that was the recording that she had heardIf a Hometown Energy customer has a heating emergency, and they call our office during off hours, they are given instructions, via a recording, as to how to leave an emergency voice mail that will be returned by Hometowne personnel immediatelyShe did not leave a message and therefore, was not called backAs to her assertion that we had shut off her tanks, I told her that we had not been to her delivery sites since 1/4/and 1/10/18-the dates of the previous deliveriesI also told her that if she had no heat, as she had indicated, it was probably because she was out of propaneWith the extremely cold weather in January and beginning of February, combined with our usage history on both tanks, our system was indicating that both of the sets of tanks were out of propaneI informed her that since she's on a will call delivery system, that it is her responsibility to watch her tanks and call the office and pre pay for deliveries when her tanks get low on productMs [redacted] disagreed with meShe felt that January and February had above average temperatures and there fore her tanks could not be out of propane as of March She maintained that she had no heat because the tanks were lockedPlease note: As I've said, Hometowne Energy has not been at her home since 1/10/Only Hometowne Energy personnel can lock these tanks since we own them, so that would have been the date that they were lockedWe can confirm that these tanks WERE NOT SHUT OFF OR LOCKED on 1/4/nor on 1/10/Furthermore, If we had locked them that day, the customer would not have been able use the propane in them ever since that dayHowever, Ms, [redacted] indicated that she had no heat only as of the date of 3/1/Finally, since the customer said that her I set of tanks was out of propane, I offered to put her on the schedule for propane deliveries to all of the tanks at her home that day, 3/2/The customer declined my offer, saying that she was not sure that she wanted us as a propane supplier any longer, to which I said okI told her to call us back if she changed her mind , to which she said that the only thing she'd call us for was to remove our tanksAfter this phone conversation, the customer posted another publically posted comment on her [redacted] page complaining about our phone conversationFurthemore, she posted the same message that she sent to you in her complaint, on our Hometowne Energy [redacted] page as well as on a [redacted] review of our businessTo date, she has not contacted our office to schedule a delivery nor to schedule her tanks to be removedPlease feel free to call me with any questions regarding this informationSincerely, Lisa PManager of Customer Relations, System Administrator, Commercial Credit Manager