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Shipley Energy Reviews (76)

As we stated in our previous response we discounted the fuel $.80/gal which should help reduce any financial hardshipsIn addition we would like to extend payment terms over the next months without incurring any fiance chargesWe would ask that you make a small payment each month, this should also lessen the financial strain of this past heating seasonOur previous response stated that we made an attempt to contact you prior to delivery and we feel this was communicated to you with sincere honestyWe apologize that any communication failed to reach youDue to the emergency nature of oil deliveries if direct contact is not made we still proceed with the account as it was enteredIn this case it resulted in us delivering gallons, which indicates you had about days of fuel remaining in your tank The second delivery was processed as an automatic deliveryNew automatic deliveries are delivered frequently to determine usage and K-factor, while that means monthly it doesn't necessarily mean exactly days apartIf there was an email to stop deliveries we apologize that it did not reach us in timeAs a result of the situation we have agreed to reduce the price and extend payment terms as outlined aboveWe hope that you find this resolution satisfactory Sincerely, [redacted] Customer Care Manager

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] company says "renewal is a standard within the industry" Why cant you go beyond those standardsYou can be above everyone else in the industry and within few years customers will hear how you go beyond in customer service than other companies in your industryThats the way to build customer loyalty.If your invoice had say this is your reneIf your invoice had say this is your renewal invoice, please pay this a mount or call us to cancelI would call customer service to remind me whats the renewal about, and if he convinced me , I would have renewed it wal invoice, please pay this a mount or call us to cancelI would call customer service to remind me whats the renewal about, and if he convinced me , I would have renewed it I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] *

Customer's complaint is that budget payment of $330/month is too highWe would like offer a couple solutions to help resolve the issue: 1) As *** [redacted] stated we could continue the $payment until the balance of $is cleared then move the account off of the budget plan and simply pay for each delivery as they come 2) We could set the budget amount at $200/month as requestedKeep in mind this very likely would not be enough to cover the entire costs of the fuel and you would end up owing at the end of the budget season Please contact me directly so I can put one of these solutions into placeThanks, Steve B [redacted] Customer Care Manager ###-###-#### [redacted]

Customer's complaint is the remaining balance due of $ Customer agreed to receive natural gas supply from Shipley Energy in November 2013, taking effect with the December usage periodThe agreed upon rate for months was $.729/ccfAt the end of the agreement the customer called in and requested to be switched to a variable plan which was doneI listened to the recording and verified this was the caseWhen the customer agreed to receive supply from Shipley Energy, she also requested to be place on a budget plan which was set at $per monthThe $61.00/month is not to have a rate locked in, it is the monthly budget plan for the supplyCustomer referenced that she was receiving supply from *** That is not the case when you switch to an alternative supplier All payments are still made through [redacted] but the supply is coming from Shipley EnergyThe only case where billing will not come from [redacted] is when the account is closed and there is a remaining balance due on the accountWhen the account was closed, ending with the usage period for February there was a balance due to the fact the monthly budget payments did not cover that actual cost of the supply over that time periodAttached is a document that outlines the payments made compared to the actual charges for each monthThe reason the budget payments were insufficient to cover the actual charges is because the budget period covered two heating seasons and only one off seasonTypically a customer will need to have the same number of off seasons to cover the charges for the same number heating seasons with a budget plan The customer referenced receiving a $1.00/month charge to not be locked in to a fixed price, as the attachment shows she received a $1.00/month for all monthsThis is a charge to help cover the administrative fees we incur from the utilityWe use the term locked in to mean a fixed price, we believe the customer is confused in what the term locked in meansI would like to address the claim that I was harassing the customerAttached on the Word document is the email chain where I tried to explain the chargesNot once did I feel I was harassing the customer but instead offered as much help as I could to lessen the confusionThere were collection letters that were sent that did not come from me but are part of our collection efforts when there is a past due balanceWe feel we go out of our way to make sure all charges and agreements are clear and transparent and are up to PUC regulations In summary, the budget payments made were not enough to cover actual charges for supply which was coming from Shipley Energy We feel that all billing and communications from Shipley Energy have been accurate and fair The balance of $is correct and remains outstanding Payment can be made directly to Shipley Energy Please feel free to call 1-800-839-to make paymentSincerely, Steve B [redacted] Customer Care Manager

Customer's complaint is that one of two a/c units was not covered under a service contract when Shipley Energy performed service, resulting in a separate invoice of $According to the notes on the account, which are attached to the email, the customer had the assumption in April of that both a/c units were covered under contractAt that time we agreed to perform a tuon both units with no additional charges along with the expectation that additional coverage would be needed to have both a/c units covered moving forwardNo additional coverage was ever added by the customer At the time of the service call in question only one a/c was coveredPer the technician additional coverage was added however pre-existing conditions are not covered under the newly added service agreement Our records indicate that we alerted the customer multiple times about getting coverage for the second a/c unitAnd that was not done until our technician added the coverage after the service call Thank you Steve B [redacted] Customer Care Manager [redacted] ***

Customer is disputing our charge for technician disconnecting and picking up empty propane tank Customer called to close account on June 17, and at that time the pick up charge was disclosedOn July 17, the customer confirmed to a member of our credit team they would be sending a check for the full balance on the account to bring the total due to $The amount received on July 25th was minus the pick up chargeOur lease agreement states "You will credit my account at your current pricing less your existing charges in my geographic area for taking back propane gas"This includes the pick up of a tank that is empty or fullThe reason we have this charge is to cover the expense of sending a technician with proper equipment to remove a heavy tank We feel this is a standard and fair practice for charging to pick up a tankPlease feel free to contact me directly for payment arrangementsThank you, Steve B [redacted] Customer Care Manager ###-###-####

At this point, are you stating you will not pay for the 1,kWh used whether it is billed by [redacted] or Shipley? Steve B [redacted] Shipley Energy

This company has been one of the worst I have ever had to deal with I bought a house years ago and that's when I had to start using Shipley Oil The way my credit was, I had to set up an automatic payment arrangement They have messed up my withdrawals from my account more than several times My monthly payment was $a month Somehow, they ended up drafting $from my account I called and complained and they apologized Seven days later $was deducted from my bank account WHY?!?! Their explanation was that the payment was "in the forecast" and they couldn't see it because of that reason If you are a company that delivers oil and then takes payments my thoughts are you should be able to see everything that is going on with my account Then they told me that I was behind on my bill and that they could not deliver any more oil to me until I was paid up What happens next? Oil gets delivered without my authorization or knowledge and I get charged for it again without my knowledge and their explanation was that the delivery was already "in the forecast" so by looking at my account they didn't see it coming Last month I changed accounts with my bank and I called to give them my new account information for my monthly automatic withdrawals The date came for my payment and they drafted the money from BOTH OF MY ACCOUNTS!!! Their explanation was that they forgot to delete my old account information...this made my one account go negative I asked them to pay my $bank fee for their mistake and they told me they would Moving forward to today I call and ask where is the $at it's been over a week and a half They told me that the $was mistakenly put onto my Shipley account and not into my Bank account where it should have gone I have had sooo much trouble with this company I don't feel like I have control of anything including my own bank account Shipley is NOT the IRS and I don't expect them to be able to dip their hands in my account whenever they please Such an awful experience I cannot wait to be finished paying them because I am DONE doing business with them forever! Please be aware everyone

Customer’s complaint is a service plan invoice of $ The invoice that was sent out on 10/01/was the renewal invoice of our Value Comfort Plan, which is a protection plan for the furnace and not for an actual service call Our policy is to auto renew these service plans as to ensure no gaps in the coverage periodSince the customer called in to cancel the optional coverage, the plan was backed out of the account and the account balance is $ I apologize for the confusion that happened when they originally called in which resulted in multiple calls to resolve the outstanding invoiceTheir account balance is $and is not being turned into collectionsIf you have any further questions or concerns please do not hesitate to reach out to me directlyThank you, Steve B [redacted] Customer Care Manager ###-###-####

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

We contacted [redacted] directly and addressed the issueShipley Energy agreed to credit the propane back at $3.199/gal (which is the average price of the last gallons delivered) as well as prorating the $annual tank rental fee for monthsThe difference in credit for unused gallons is $The credit for prorating the rental fee is $The additional credit being returned to the customer is $When the credit officially posts to the account I will generate a check request, please be aware this process can take -week until you have the check in your hands The customer is aware of the additional credit and agreed to the resolutionWe do apologize for any inconvenience this may have caused Steve B [redacted] Customer Care Manager ###-###-####

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Thanks you VERRRY much, I tried numerous times for them to understand the situation, and I appreciate your assistance! Regards, [redacted] & [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: They are not being truthful about their attempts to contact me I looked up my phone activity for February 25, the day before oil delivery On my phone bill, there is no record of me receiving any calls on the morning of the 25th, and there is no record of any voice mail on my phone If their policy is to deliver without contact, that should be stated somewhere during the sign up procedure They also did not send an email to me regarding the delivery It is poor business practice to say that you are going to discuss payment terms and options with a customer prior to delivery of almost $worth of goods, and then not follow through with that process Because they did not contact me and delivered the oil without my knowledge, I had to delay paying my mortgage payment and other bills until I received my next paycheckI am a single parent with a single income I would never have submitted my information had I known that they were going to deliver oil to my home without speaking to me With the harshness of this winter, I was constantly shopping around to different companies looking for the best price that I could get for oil I never imagined that trying to save money would have cost me such financial hardship I also did submit an email regarding this situation to the email address (a customer service rep) that sent me a notice of payment withdrawal for the first delivery There is nothing in that email that says that it is an unmonitored account, so I responded to the email thinking that I would get a response and no further oil deliveries would be made to my house Also, the first delivery was made on February The second delivery was made on March If they were supposed to be delivering on a monthly basis, why did I receive the second delivery only days after the first delivery? I was under the impression that I had another 9-days to make contact with the company to ensure that I would no longer be receiving any more oil deliveries Furthermore, I did not see anywhere on the website notice of special business hours When I called after hours, the message stated that the office hours were from am to pm Monday through Friday, and if it was not an emergency to please call back then There was no mention of extended hours or Saturday hoursI really do not feel that this company is trustworthy I do not feel that the customer service agents made sufficient attempts to contact me before delivery I do not feel that they have clearly stated policies regarding what happens if they do not contact you I do not feel that they are being honest about the attempts that were made to contact me I know that I will never do business with them again, and I will not recommend them to any of my friends or family This situation has caused me an unneccessary financial hardship that could have been averted if they had simply contacted me before making the first delivery I would have had a chance to discuss payment options and terms and made a decision that would have been best for my finances I feel like that decision was taken away from me and I am still feeling the effects of it today, as I am still trying to "catch up" on bills that had to be delayed to pay for the first delivery Regards, [redacted] ***

Customer's complaint is the price per gallon of heating oil and the $charge for renewal of service contractI have spoken with the customer on the issues he has been experiencing size="2"> We agreed to remove charge for the renewal of the service planWe automatically renew service plans to ensure coverageThe $charge has been removed from his account In addition to the credit of the service plan, we agreed to credit his account an additional $While we believe our price for heating oil is fair and we monitor the price against the competition, we agreed to the credit as a way to come to a resolution and move forward amicably The remaining balance on his account is $We agreed to payment terms of at least $per monthNo additional finance charges will be charged as long as minimum payment is made each monthWe do apologize for any inconvenience you may have experiencedPlease contact me directly with any future questionsThank you, Steve B [redacted] Customer Care Manager ###-###-####

Customer rejected our initial response that possibly another service provider had worked on furnaceUpon further investigation we found that the furnace and a/c are one unitOur records indicate that our last service work was performed in July, months prior to service call for no heatAfter discussing with our lead service technician we found that it is possible the panel being off would stop the unit from running and could vibrate loose if not correctly attached Since this possibility exists and we were out to the customer's home months prior we agree to credit the service invoice and bring your account to a $balanceWe would like to thank the customer for being persistent which allowed us to resolve this issue correctlyWe pride ourselves in always being fair and doing the right thing, although it took a while we hope you find this resolution fair and correctSincerely, [redacted] Customer Care Manager

I have reached out to [redacted] and we will be making a delivery this weekThe price per gallon has been down over the last month and he will be receiving the delivery at $1.499/galIn addition to the market falling a discount was also applied size="2"> As I said in the phone conversation with [redacted] we apologize for our lack of responsiveness it was in no way an attempt to deliver product at a higher priceBelow is my direct contact information, if there are any issues or concerns moving forward [redacted] can reach out to me directlyThank you, Steve B [redacted] Customer Care Manager [redacted] ###-###-####

Customer's complaint is that the credit they received does not match what was purchasedAlthough our policy is to credit back the propane based on the current market price we will agree to credit back at the price per gallon that was originally invoicedResulting in a credit of
$We do apologize for any inconvenience this may have caused.
*** ***
Customer Care Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: Initially planned on agreeing until read on I was advised by customer service that it was offered ,non negotiable, and began receiving past due notices
It is inaccurate--Was not advised of any charge prior to call Unclear what recording is being referred to, but if there is such a recording that is not during when I called in to complain, I would love to hear it And if so, I will pay the full amount and send an apology letter to Shipley If not I now think I should pay nothing after all the time (including pulling up the instructions on how to set the thermosate on my computer for the person who came), and emotional distress
*** ***

Shipley Energy has already addressed the billing complaint in previous responses.
As we stated before your billing was done through *** until there is an outstanding balance when the account is closedAt that point *** requires Shipley to collect on any amount owed to usWe feel we have reached a point where we are addressing the same questions over again and responding to questions that are factually incorrectWe have clearly outlined why there is an amount due and have disclosed all recordings to outline that all requests by the customer where clearly communicated and acted upon.
We ask the to review and close this complaintAlthough the complaint is to be closed the balance remains due.
Steve B***
Customer Care Manager

Customer's complaint is that she was charged for service by unqualified techsBelow is a list of the charges:
- Cleaning and flush oil line $-
- Oil filter $- Waived
- Purge basement loops $- Waived
- Environmental Fee $- Waived
- Diagnostic Charge - $- Not-waivedThe diagnostic charge consists of our time to send a technician to the appointmentOur technician was there for an hour and a halfWe believe that there was work performed that was of value to the customer: identifying the thermostat issue, flushing the oil line, and replacing a dirty filter therefore we feel this a fair chargeWe apologize that our technicians were unable to correct the problems with the furnace because of that we decided to waive all but the diagnostic chargeWe do believe we made an honest to resolve the issueWe hope you find this resolution satisfactoryWe appreciate the opportunity to serve youIf you would like please feel free to reach out to me directlySincerely,
Steve B***

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Description: OILS-FUEL

Address: 8484 Stone Creed Ridge Rd, Huntingdon, Pennsylvania, United States, 16652


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