Sign in

Shipley Energy

Sharing is caring! Have something to share about Shipley Energy? Use RevDex to write a review
Reviews Shipley Energy

Shipley Energy Reviews (76)

Customer is disputing our charge for technician disconnecting and picking up empty propane tank. 
Customer called to close account on June 17, 2014 and at that time the pick up charge was disclosed. On July 17, 2014...

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 $0. The amount received on July 25th was minus the pick up charge. Our 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 full. The 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 tank.
Please feel free to contact me directly for payment arrangements.
Thank 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.]
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]

Customer's complaint is that budget payment of $330/month is too high.
We would like offer a couple solutions to help resolve the issue: 
1) As [redacted]...

[redacted] stated we could continue the $200 payment until the balance of $945.91 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 requested. Keep 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 place.
Thanks,
Steve B[redacted]
Customer Care Manager
###-###-####
[redacted]@shipleyenergy.com

Customer's complaint is that he was not present when propane tanks were picked up and would like the disconnection fee waived.
Due to the fact the tanks were picked prior to the agreed upon date Shipley Energy will agree...

to waive the disconnection fee of $89.01. Our technicians were in your area the day of the 17th and we picked up the tanks. We apologize for not notifying you of the change in the schedule. It was not our intention to disrespect you, your schedule, or your property.
As for the amount of gallons remaining in the tank. The total capacity for the tanks is 400 gallons and the last fill up was done on March 13th. This indicates you would have used 27 gallons from March 13 and April 17. We weigh each tank after they are picked up to ensure the accuracy of the gallons remaining. 
Lastly I will communicate your concern to our management and executive team as I do with similar complaints. My direct dial is listed below, please feel free to reach out to me directly.
Thank you
[redacted]
###-###-####
Customer Care Manager

Customer's complaint is the remaining balance due of $437.80. 
Customer agreed to receive natural gas supply from Shipley Energy in November 2013, taking effect with the December usage period. The agreed upon rate for...

12 months was $.729/ccf. At the end of the agreement the customer called in and requested to be switched to a variable plan which was done. I listened to the recording and verified this was the case. When the customer agreed to receive supply from Shipley Energy, she also requested to be place on a budget plan which was set at $61.00 per month. The $61.00/month is not to have a rate locked in, it is the monthly budget plan for the supply. Customer referenced that she was receiving supply from [redacted].  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 Energy. The only case where billing will not come from [redacted] is when the account is closed and there is a remaining balance due on the account.
When the account was closed, ending with the usage period for February 2015 there was a balance due to the fact the monthly budget payments did not cover that actual cost of the supply over that time period. Attached is a document that outlines the payments made compared to the actual charges for each month. The reason the budget payments were insufficient to cover the actual charges is because the budget period covered two heating seasons and only one off season. Typically 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 months. This is a charge to help cover the administrative fees we incur from the utility. We use the term locked in to mean a fixed price, we believe the customer is confused in what the term locked in means.
I would like to address the claim that I was harassing the customer. Attached on the Word document is the email chain where I tried to explain the charges. Not once did I feel I was harassing the customer but instead offered as much help as I could to lessen the confusion. There 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 balance.
We 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 $437.80 is correct and remains outstanding.  Payment can be made directly to Shipley Energy.  Please feel free to call 1-800-839-1849 to make payment.
Sincerely,
Steve B[redacted]
Customer Care Manager

Customer is asking that we dismiss all charges for a service call that was performed.
Customer was billed $207.92 for the service work that was done. The total time for our technician was 2 hours including travel time. We...

resolved the service issue with the thermostat. 
In our view to assume the service call would be performed at no cost is unrealistic and unfair. With that being said, we went back and reviewed the phone recording and believe we could have done more to clarify the service charge.
Shipley Energy will agree to accept 50% responsibility and split the original invoice in half for a total due of $103.96. 
Customer can submit payment of $103.96 online or by calling ###-###-####.
We hope that you find this settlement fair. We regret any inconvenience this may have caused. 
Sincerely,
[redacted]
Customer Care Manager

Customer's complaint is that we have been intimating with collection efforts and the credit due back after closing of her account.
The call from our credit department in January was made in regards to a delivery made on...

11/26/14 in which final payment had not yet been made. I apologize if this call was done in an intimidating manner, our goal of the call was to inform the customer that if payment for the November delivery was not made in full we couldn't make future deliveries and the possibility of running out of propane shortly was likely. As I said it is not our goal to been intimidating in anyway but to stress the urgency so a potential run out would not happen. The reason no call was made for the delivery made on 3/19/15 even though payment was not made for the delivery on 2/19/15 was due to the 30 day window and payment was not considered late at that time.
The customer will receive credit back for the propane at the ppg in which they paid (a combination of $3.999 and $3.699). A service charge of $89.01 would be applied to help cover the costs of the technician required to perform any disconnection and removal of that tank.
We apologize this customer felt intimidated by our actions as our intention was to make sure no outage of propane occurred. Please feel free to reach out to me directly for any further questions or concerns.
Thanks,
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.]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.  Thanks you VERRRY much, I tried numerous times for them to understand the situation, and I appreciate your assistance! Regards, [redacted] & [redacted]

At this point, are you stating you will not pay for the 1,072 kWh used whether it is billed by [redacted] or Shipley? 
Steve B[redacted]
Shipley Energy

The customer's complaint is that we made deliveries prior to a phone call being made and would like the second delivery of 57.6 gallons at no charge as well as our policy is updated to only make deliveries after phone contact is made.
Our procedure for Web orders has not been an issue...

with other customers up until this point. Our records indicate that a voicemail was left at 9:19 am on February 25th, the day prior to the first delivery. A second call was made on February 27th by our credit department however the connection wasn't good so we made a follow up email. At this point when phone contact is not made we proceed with the order as it was entered online. The contact is in place to discuss budget options, price protection, and billing terms. Our Customer Care hours are 7:00 am - 6:00 pm M - F over the Winter months. We have an after hours line that is available as well. In addition we were open on Saturdays to help with heavy call volume that this cold Winter brought. 
We rebilled the second delivery of 57.6 gallons at $3.999/gal as a gesture of goodwill leaving a remaining balance due of $235.31. Any notification to stop deliveries was not received by this office. We feel the customer will use the delivered gallons and was discounted $.80/gal. 
In regards to leaving delivery tickets, our policy is to not leave tickets on the door as it can be a safety concern for customers as it can indicate that no one is home. We will leave tickets to customers who request them or we can email delivery tickets.
We regret that any inconvenience that this may have caused the customer. We hope you find our actions agreeable to resolve this issue. Payments can be made online or by calling our Customer Care Team at ###-###-####. 
Sincerely,
[redacted]
Customer Care Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:They should have accepted my response the next day when I rescinded my approval within the three days that is legitimate.
[redacted]
Regards,
[redacted]

Shipley Energy will agree to waive the balance due on [redacted]'s account.
While we feel we acted in a fair and responsible manner we wish to resolve this complaint and maintain good relationships with all of our customers both current and past.
Regards,
Steve B[redacted]
Customer Care Manager

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 year. We do this for...

the safety of our customers and to ensure coverage in the event of equipment failure. Service coverage also includes a yearly tune-up. If 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 applied. Please 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[redacted]
Customer Care Manager

Customer's complaint is due to not receiving a check for the credit remaining on their account of $2,176.30 when they closed.
Our records indicated the account was closed on November 17th. The check request was created in our system on November 26th. The check request was...

processed and cut on December 5th. The customer should receive the check in the mail for the credit remaining when they closed their account of $2,176.30 sometime this week.
If I can be of any service please feel free to reach out to me directly.
Thank you,
Steve B[redacted]
Customer Care Manager
###-###-####

As we stated in our previous response we discounted the fuel $.80/gal which should help reduce any financial hardships. In addition we would like to extend payment terms over the next 6 months without incurring any fiance charges. We would ask that you make a small payment each month, this should also lessen the financial strain of this past heating season.
Our previous response stated that we made an attempt to contact you prior to delivery and we feel this was communicated to you with sincere honesty. We apologize that any communication failed to reach you. Due to the emergency nature of oil deliveries if direct contact is not made we still proceed with the account as it was entered. In this case it resulted in us delivering 232.4 gallons, which indicates you had about 2 days of fuel remaining in your tank. 
The second delivery was processed as an automatic delivery. New automatic deliveries are delivered frequently to determine usage and K-factor, while that means monthly it doesn't necessarily mean exactly 30 days apart. If there was an email to stop deliveries we apologize that it did not reach us in time. As a result of the situation we have agreed to reduce the price and extend payment terms as outlined above.
We hope that you find this resolution satisfactory. 
Sincerely,
[redacted]
Customer Care Manager

Customer's complaint is that he was charged at too of a high rate for propane and that he was charged at a higher rate because propane was not his main heat source.
Propane pricing is determined by volume, the more you use the lower the price. Whole house heat usage typically uses 700...

gallons per year and gets the lowest price. Our records indicate that the customer's annual usage is approximately 300 gallons per year which is a combination of heat and cooking. This falls into the auxiliary heat category which is how this account was setup. The auxiliary heat category usage is typically under 500 gallons. We feel the customer's usage accurately reflects the pricing category assigned.
In reference to the cement blocks, our technician indicated the blocks were being utilized by another supplier. If that is not the case please advise and we will pick them up and waive the charge for the blocks. 
In the propane industry it is standard practice to offer a discount first fill rate and new customer pricing to first time customers. We have a similar program. It would not be an apples to apples comparison to your current price. 
We regret the customer was upset over the high price of fuel this year. This year in particular was an extremely hard winter and created a shortage of propane which caused the industry pricing to reach near $6.00/gal at times. Some propane suppliers could not deliver to their customers during the shortage, this was not the case with Shipley Energy. 
It is always our intent to deliver fuel on time with competitive pricing. We are sorry to hear our customer feels we did not deliver on this.
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.]
Revdex.com:
The company says "renewal is a standard within the industry" . Why cant you go beyond those standards. You 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 industry. Thats 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 cancel. I 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 cancel. I 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 a service plan invoice of $257.35.
The invoice that was sent out on 10/01/14 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 period. Since the customer called in to cancel the optional coverage,
the plan was backed out of the account and the account balance is $0.
I apologize for the confusion that happened when they
originally called in which resulted in multiple calls to resolve the
outstanding invoice. Their account balance is $0 and is not being turned into
collections. If you have any further questions or concerns please do not hesitate to reach out to me directly.
Thank 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.]
Revdex.com:The company says "renewal is a standard within the industry" . Why cant you go beyond those standards. You 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 industry. Thats 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 cancel. I 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 cancel. I 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 rejected our initial response that possibly another service provider had worked on furnace.
Upon further investigation we found that the furnace and a/c are one unit. Our records indicate that our last service work was performed in July, 5 months prior to service call for no heat. After 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 5 months prior we agree to credit the service invoice and bring your account to a $0 balance.
We would like to thank the customer for being persistent which allowed us to resolve this issue correctly. We pride ourselves in always being fair and doing the right thing, although it took a while we hope you find this resolution fair and correct.
Sincerely,
[redacted]
Customer Care Manager

Check fields!

Write a review of Shipley Energy

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Shipley Energy Rating

Overall satisfaction rating

Description: OILS-FUEL

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

Phone:

Show more...

Web:

This website was reported to be associated with Shipley Energy.



Add contact information for Shipley Energy

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated