Shipley Energy

In our previous response we should have included some additional informationThe coverage start month for the contract period is March, customer enrolled in the service plan on March 11, A tuwas performed on March 18, On March 11, again the furnace was tuned-upYours follows the same schedule as most of our other customers that have the tuis done in the same month every yearThe coverage period is months. Shipley Energy fulfilled the obligation in cleaning the furnace over the appropriate time periodThe remaining balance on the account is a result of unpaid service plan invoices from August until January when the service plan was cancelledShipley Energy has fulfilled all obligations of the service plan, as such we consider this matter closed when the invoice of $is paidThank you,
Steve B***
Customer Care Manager
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Customer's complaint is that she ended her budget season owing $and feels she doesn't owe that remaining balanceThe balance owed is due largely to an increase of volume and not a change of rate or a miscalculationWe create budget payments to spread out the annual costs of propane
based on historical usageThe customer ended the - budget season with a credit balance of $267.09, her monthly budget payments over that time were $240/monthThe usage over that season was gallons. Going into the - season her monthly budget payment was reduced to $179/monthThe heating season of - was one of the coldest on record and her usage increased to 1,gallons, more than the previous seasonThis resulted in the balance due at the end of the seasonAt this point I spoke with Sabra to discuss the amount due and agreed to roll that balance into the upcoming budget so it would not be due immediatelyI did not agree to waive the balance but to roll it into the new budget payment of $275/monthIn addition I also agreed to a discounted price cap for the new season which lowered her price per gallon by $.40/gallon.
In the - heating season her usage has dropped to gallonsShe currently has a credit balance of $The usage dropped by gallons over the previous season.
We do not feel asking a customer to tror reconcile their budget is unethicalWe feel we worked this customer to help ease the burden of the reconciliation processCreating a budget amount is an estimate or best guess which sometimes results in a credit or debit balance at the end of the seasonJust as we would not keep a credit balance if the budget was set too high we do expect customers to pay a debit balance if the usage exceeds what was forecasted.
We do apologize if this created an additional burden it was certainly not our intent, our goal is to have a $balance at the end of the budget seasonSincerely,
Steve B***
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.]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. Regards, *** *** as far as the amount of propane, it was shut off days after last fill, gallons in those two days used as secondary heatthat is not rightI have no way to prove this

Customer's complaint is that he was not notified of his service contract renewing and that he did not receive a tuwith the most recent contractCustomer has had a service plan since Over that time period the
service plans have always automatically renewed as to ensure the heating unit is coveredThe most recent contract had a monthly billing and renewal processThis monthly contract has been in place since March of 2013, the furnace tuwas performed in March of and March 2014.
We feel that all charges are validThe service plan was cancelled on January 19, the last payment received was on August 20, The balance owed on the account is $113.40.
Sincerely,
Steve B***
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:no regards to interest, no apology for sucking..
Regards,
*** ***

[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: There were no other servicer that have been in our basement nor ourselves prior to this incident, and last person servicing our furnace was Shipley Energy in order to fix the pipes that they forgot to seal causing water damage in the basement that the on of Shipley Energy servicer cleaned up. I believe that they could've bummed into the panel and it eventually fell. This should have been avoid due to defect of part, how does the panel just fall off if we never touched it? My only conclusion would be the servicers probably did not latch it back on correctly causing loose lock. Thank you for your assistance.Regards,*** & *** ***

Customer's complaint was the he was charged for a service contract and did not receive his yearly tuand that contract renewed in OctoberCustomer is asking for refund of current contract and wants yearly maintenance done for previous contract
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Shipley Energy agrees to cancel this year's contract and remove invoice of $Shipley Energy will provide complementary tuon previous years contractPer the terms and conditions of the service plan, customer must call us to schedule tune-up, my contact information is listed below to schedule cleaning.
It is our intention to provide billing and service that is clear and in the customer's best interestOur service plans renew so there is no lapse in coverage, the time we think about the service coverage is when the furnace breaks downIf a customer does not wish to continue coverage at renewal time, simply call us and the plan is removedIn addition we send a separate invoice that details the coverage period of the service plan with a note that it is included in the budget plan, I attached an example to this email
We hope you find this resolution satisfactory and apologize for any inconvenience.
Thank you,
Steve B***
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Customer's complaint is that we delivered more oil than he requested and would like extra oil pumped out of his tankThe delivery occurred on November 26, He ordered gallons and we delivered The
price per gallon was $2.959.
Our records indicate that he spoke with our operations manager and the agreement at that time was to invoice the additional gallons at $and set up a payment planOur credit manager has noted that she left him a voicemail to finalize the payment planAfter she did not hear back we sent follow up lettersTo this point this is the first we are hearing back from the customerAt this point we can schedule a time for us to come out and pump out the unwanted heating oil or if he would still like to pay for the product at a discount rate we would be open to setting up a payment planWe apologize for our error with the over deliveryIt was not our intention to stick the customer with the unwanted heating oil.
Please let us know if you would like the pump out or pay at a discounted rateThank you,
Steve B***
Customer Care Manager
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Customer's complaint is that she cancelled her enrollment but was still billed for electricity usageOn December 24th the customer agreed to sign up with Shipley Energy through a telemarketing effortThe first call
received from Shipley Energy after the enrollment was on January 12th with AdamOn this phone call the customer requested to close with Shipley and the cancellation request was processed and her last day billed through Shipley was January 25th, which was days of usageThe process to send a customer back to the utility is not instantaneous and can take until the next meter read.
The disputed amount of $is due to the billed amount 1,kWhThe rate at which we billed *** *** was at $.0819/kWh***'s price at this time was $.08354/kWhThe amount she saved by being with Shipley was $for days of usage.
Customer requested to cancel the "erroneous charges"Is it the request of *** *** that this usage is to be billed through *** at the rate of $rather than Shipley?
During the last conversation with *** *** I offered a $gift card for any inconvenience this may caused.
We apologize that *** *** was billed through Shipley during a time she says it should have been cancelledUpon receiving the notification we processed her supply to go back to *** as quickly as we couldDuring the days under Shipley's supply she did save money versus being with ***Our offer of the lower rate for that time and a $gift cards still standsWe feel our response has been fair and reasonableThank you,
Steve B***
Customer Care Manager
*** *** * ***

Customer's complaint is that they disagree with the service invoice for a furnace under warrantyA warranty covers defected parts and labor to correct partsOur service records indicate that no parts were defective and the service provided is not covered under
warranty.
Customer states that panel may have been off from previous serviceOur records indicate that no service was scheduled or performed by Shipley Energy prior to this incident, which leads us to believe another service provider may have left the panel offAfter panel was attached the unit was working correctlyThe invoice for the call was $our diagnostic charge was $Shipley will credit $plus all finance charges if customer agrees to pay the $charge to come out and diagnose the issue.
We hope you find that this is a fair resolution and we do apologize for any inconvenience in getting this resolvedIf you would like to make this payment over the phone please reach out to me at ***.
Thank you
*** ***
Customer Care Manager

From: *** *** Date: Thu, Aug 6, at 4:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: "[email protected]" I have
resolved the issue for now thank u

[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:
Shipley Energy has claimed my service plan was renewed under the terms of a contract and that this billing is for the services provided through that contract It is misleading that Shipley Energy uses the word contract. I have never signed a contract with Shipley for a service plan. I have never been provided a contract from Shipley Energy to accept or decline. If such a contract exists I would ask that it be provided. I have asked for this in the past and have never received a response.
Second to this is the fact that the service Shipley is invoicing for has not been provided. The service plan Shipley is charging me for has an annual cost of $and includes one guaranteed service a “tusafety check”. A Shipley representative told me this would cost around $as a standalone service, the full value of the plan (see attached). Again, this service has not been provided by Shipley. I am not trying to win a legal argument here; I am simply trying to appeal to common sense. Shipley has invoiced me for a service that has not been provided, under the terms of a contract that does not exist. As such I am asking that Shipley credit the full invoiced amount.
Regards,
*** ***

Customer's complaint is the service plan coverage automatically renewed which invoiced him and incurred late charges.Our policy is that service coverage will automatically renew from year to yearWe do this for the safety of our customers and to ensure coverage in the event of equipment
failureService coverage also includes a yearly tune-upIf a customer wishes to cancel the service plan at renew they need to call in and we will cancel the coverage.Since the customer does not wish to continue with the service plan we will cancel at no charge and remove any finance charges that were appliedPlease be assured that this renewal process is standard within the industry and is done to prevent any lapses in coverage.We are sorry for the confusion this may have caused and we hope to continue our relationship with natural gas supply moving forward.Sincerely,Steve B***Customer Care Manager

This
customers’ complaint is that they were quoted in error and are asking that
we honor the quoted price
The price in
early
February was $6.99/gal for propaneAfter reviewing the recorded
conversation, one of our employees quoted $instead of $At the time
we had a natural gas offer of $.699/ccf which created the confusion
Upon
notification of the price discrepancy we made several offers to resolve the
issueThe last offer was $2.95/gal or to have the product pumped out at no
charge, the customer refused both optionsThe delivery occurred on 2/12/
when heating demand was at its height and there was shortage of propane
occurring in the Northeast
The invoice
at the $price would have been $3,628.65, if rebilled at $the total
bill would be $1,which is a savings of $2,
We regret
the error in misquoting of the priceWe feel to rebill at $is more than
fair based on market conditions and represents a significant savings from any
propane offer at the time
Our goal is
to provide accurate information for all of our customersWe failed to do that
this time and we would like the opportunity to make it right with a more than
fair solutionAn invoice will be generated at the $2.95/gal rate plus the regulatory
compliance fee of $minus received payment of $for a total of
$1,Payment can be made online or by calling ###-###-####

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 $329.92.
According to the notes on the account,...

which are attached to the email, the customer had the assumption in April of 2012 that both a/c units were covered under contract. At that time we agreed to perform a tune-up on both units with no additional charges along with the expectation that additional coverage would be needed to have both a/c units covered moving forward. No additional coverage was ever added by the customer. 
At the time of the service call in question only one a/c was covered. Per 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 unit. And that was not done until our technician added the coverage after the service call. 
Thank you
Steve B[redacted]
Customer Care Manager
[redacted] [redacted]

We contacted [redacted] directly and addressed the issue. Shipley Energy agreed to credit the propane back at $3.199/gal (which is the average price of the last 100 gallons delivered) as well as prorating the $72.00 annual tank rental fee for 8 months. The difference in credit...

for unused gallons is $205.00. The credit for prorating the rental fee is $48. The additional credit being returned to the customer is $253.00. When the credit officially posts to the account I will generate a check request, please be aware this process can take 1 -2 week until you have the check in your hands. 
The customer is aware of the additional credit and agreed to the resolution. We do apologize for any inconvenience this may have caused. 
Steve B[redacted]
Customer Care Manager
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From: [redacted] <[redacted].com>Date: Thu, Sep 10, 2015 at 3:13 PMSubject: Revdex.com Complaint ID [redacted]To: "[email protected]" <[email protected]>Good Afternoon,                     ...

          Just wanted to inform you that my complaint (Revdex.com Complaint ID [redacted]) has now been resolved with Shipley Energy of York, PA. They have responded and resolved that matter. We are currently in complete satisfaction with each other.  Thank you for all your help!Regards, [redacted]

[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.]
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. 
Regards,
[redacted]

I have reached out to [redacted] and we will be making a delivery this week. The price per gallon has been down over the last month and he will be receiving the delivery at $1.499/gal. In addition to the market falling a discount was also applied.
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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 price. Below is my direct contact information, if there are any issues or concerns moving forward [redacted] can reach out to me directly.
Thank you,
Steve B[redacted]
Customer Care Manager
[redacted]@shipleyenergy.com
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This company has been one of the worst I have ever had to deal with. I bought a house 3 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 $247.00 a month. Somehow, they ended up drafting $298 from my account. I called and complained and they apologized. Seven days later $247.00 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 $30 bank fee for their mistake and they told me they would. Moving forward to today. I call and ask where is the $30 at it's been over a week and a half. They told me that the $30 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.