Southern Maryland Oil, Inc.

Good morning, Thank you for contacting SMO in reference to *** *** ** ***'s (***) complaintOn April 2nd, 2015, the SMO Client Care Department spoke with *** *** in reference to her concerns and have confirmed that SMO has removed the charge of $and the account has since been
closedThe client has agreed to send in a payment for the remaining balance on the account stemming from a delivery outside of this complaintIf you have any further questions, please feel free to contact Client Care at ###-###-#### or www.smoenergy.com.Kind Regards,
Matt A
SMO Client Care

Good morning, - SMO's would like to work *** *** to help resolve his concern*** *** letter to the Revdex.com stated the following: "I had to move from my residence in Annapolis MarylandI sent a letter to SMO informing them of my move and requesting a refund of my prepaid maintenance contractThey
disregarded my correspondenceThen they filled the oil tank at the residence I had vacated days after I had moved outAnd now they are telling me I have to pay for product I did not want, did not order and never agreed to accepting at ALL." SMO and *** *** have had a business relationship for several years*** ***'s account included a service agreement that he purchased to maintain his furnace and automatic delivery to his fuel oil tankOn Feb 10th *** *** sent in a message from our web site requesting a service call as his heat was not working properlySMO responded to his request and restored heat to his home the same day his service agreement covered the cost of this callHis service agreement had renewed in December of and in March of a tune up was performed on his furnaceThe service agreement is nonrefundable and in this case the service work provided would have been more costly than that of the service agreementA delivery was also made on Feb 10th to ensure he had product to heat his homeOn April 8th it was time for another delivery based on SMO automatic delivery program and it was made that day*** *** corresponded with SMO on Feb10th via the SMO online PortalHis next correspondence was on May 17th, again through the SMO online portalThis communication states he moved from the home in FebruaryThis was first notification SMO received that the he no longer lived in the homeOn that date his account was then removed from the automatic serviceSMO delivered goods and services and stopped immediately once the notification was receivedSMO would like to work with *** *** to resolve the balance on the account for the goods and services he requested and SMO delivered. Kind Regards, Matt A SMO Client Care

[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,
*** ***

Good morning, Thank you for contacting SMO in reference to *** *** ***'s (Account #: ***) feedback and responseSMO has advised that the issue is the client's leaking water tankAt the time of service call on 7/29/2015, *** *** had a maintenance contract on her Water HeaterThe maintenance contract SMO offers does not cover tank leaksAdditionally, the agreement does not cover any damages as the result of a tank leakSMO has not made repairs to slow or stop the leak and advised *** *** that she should replace her Water HeaterPrior to the fire incident at *** ***'s Water heater was not replaced as recommended by SMO, At this time, SMO has not expressed or implied warranty on the integrity of the tankThe replacement of the water heater is at the home owner's expenseIf you have any further questions, please feel free to contact Client Care at ###-###-#### or www.smoenergy.com
Kind Regards,
Matt ASMO Client Care

Dear *** ***,I am writing in response to inquiry ID *** sent to Southern Maryland Oil, IncWe are confirming receipt of this inquiry and are investing what occurredWe will have a response to you early next week.Regards,Arielle K

To Whom It May Concern,This is in response to the client's inquiry regarding the request to replace a check for payment of work completed and a credit that was agreed upon in the signed proposalSMO does accept the responsibility of confusion over this situation and has apologized to the parties
involvedThis clients concern was a result of a human error; processing a cashier's check for payment was accidently destroyedThe client refers that we would not require another check because there was a copy and it could be re-enteredApparently the bank personnel did not understand what SMO had asked themIn order to process this type of check the bank requires the original documentSMO attempted to resolve the matter with the financial institution however that was not successful and required interaction from all three parties - the client, the bank and SMOThe client initially declined to help SMO resolve the situationSMO acknowledge that we made an error and was trying to work with the client in order to receive agreed upon payment for work and product that SMO performedSMO offered to pay any fees or expenses the client would incur to resolve the issueThe client has a family member who had been involved since the time of the agreementThis family member understood the situation that SMO would not receive payment for the completed work without a replacement cashier's check or alternate payment method.In the Revdex.com letter, the client mentions he has not received a credit of $This amount of money that was agreed upon was credited to his account on January 8", In general, refunds are sent after work is completed and full payment has been received by SMOIn this case the amount of money of $owed to SMO was greater than the creditOne of the options to resolve the issue was to pay the difference between the amounts owed minus the creditThis was the route that was decidedThe payment was mailed to SMO on March 1, Once this check is received the client will have no balance due with SMO nor will SMO owe the client any money or servicesThis was an unfortunate situation that occurred from a human errorSMO apologizes this issue occurred however the issues for both parties has been resolved and there is no outstanding issues for the client or SMO.If you have any questions, please feel free to contact our Client Care Department at ###-###-####.Thank you,Matt A*** SMO Energy

[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:
The discount described was a loyalty discount which I am assuming they give to all their loyal customers and a managers discount for the "incident" that occurred (their terminology)If you stand behind all that was done, examined and recommended then a managers discount was meant to do what exactly? Appease me for the inconvenience of having my hot water heater catch on fire? I stand firm that the initial issue not being diagnosed correctly on May 29th may very well have precipitated the events that led up to the fire. I might have been willing to pay the outrageous quote of $1616/$with discounts in May out of a lack of knowledge and research but that became a mute point once the Fire Department had to be called
I stand firm that SMO should pay the $it cost me to have the hot water heater and bladder replaced by another licensed business as it may not have had to come to that had they done the job correctly on May 29th
Regards,
*** ***

Dear *** *** :
Thank you for your recent letterWe have reviewed the information provided by you, and would like to provide the following response to the complaint“The client called in July 14, to schedule her annual maintenance tune up for her oil furnaceOur first
available open tune up slot was October 31, 2014, To accommodate the client's request due to her chronic restrictive lung disease, we have scheduled her annual maintenance tune up for August 4, We will contact the client to inquire about receiving medical documentation from her doctor to alert her account as a medical priority for any continued service.The said issue of oil fumes was resolved as of December 28, A Supervisor visited the client’s home on December 28, The supervisor did not see any trace of oil nor could he smell fumesHe did leave an air purifier at the client's home at no cost to the clientHe also placed an air neutralizer in the blower compartment and on top of the oil tankBefore he left the home, he verified the oil furnace was operating efficiently
The client also requested a delivery date during the months of July or AugustWe have contacted our delivery department to ensure an August delivery."Sincerely,
Dawn M
Client Care Representative

Good morning, Thank you for contacting SMO in reference to *** *** ***'s (Account #: ***) feedback and responseSMO has advised that the issue is the client's leaking water tankAt the time of service call on 7/29/2015, *** *** had a maintenance contract on her Water HeaterThe maintenance contract SMO offers does not cover tank leaksAdditionally, the agreement does not cover any damages as the result of a tank leakSMO has not made repairs to slow or stop the leak and advised *** *** that she should replace her Water HeaterPrior to the fire incident at *** ***'s Water heater was not replaced as recommended by SMO, At this time, SMO has not expressed or implied warranty on the integrity of the tankThe replacement of the water heater is at the home owner's expenseIf you have any further questions, please feel free to contact Client Care at ###-###-#### or www.smoenergy.comKind Regards,Matt A.SMO Client Care

Dear Revdex.com,Please accept this letter as SMO Energy's formal response to the issue raised by Ms*** *** in the above mentioned caseSMO Energy has been working with the customer to resolve the issue to her satisfaction since the date of the incident.SMO Energy does not dispute
the fact that SMO Energy agrees to reimburse Ms*** in the amount of $to bring closureSMO Energy presented Ms*** a standard release on June 22, Ms*** advised she would have her attorney review the releaseSMO Energy is waiting on a response from Ms***SMO Energy is prepared to immediately process the reimbursement check as soon as Ms*** provides SMO Energy with the executed release.Thank you,Copy: *** *** Steve M*** Keith B***Brooke R***

Good morning, Thank you for contacting SMO in reference to *** *** ***'s (Acct # ***) feedbackWe have honored *** ***'s request and removed the Standard Plan maintenance coverage for his Heat Pump located at *** *** ***, La Plata, MD *** from his accountHe will no longer be
charged for this service contract and will no longer receive communication regarding collectionEffective, Friday, August 21st, 2015, *** *** no longer has maintenance coverage for this Heat Pump with SMOShould he need service moving forward, all service calls will be chargeableShould *** *** want to consider adding coverage for his newly replaced unit or the unit he plans to replace, SMO's maintenance agreements are available year roundIf you have any further questions, please feel free to contact Client Care at ###-###-#### or www.smoenergy.com.Kind Regards,Matt A.Client Care

Good Afternoon,Thank you for your concern regarding SMO's recent service. After further review, SMO has decided to honor the client's request and issue a credit of the remaining months of their maintenance agreement. An SMO agent will be reaching out to the client to further
confirm and discuss the amount owed back to the client. SMO strives to help all clients find a resolution and works hard to ensure satisfaction. Any further questions or concerns, please contact our Client Care Department at ###-###-####. Thank you,SMO Energy

Dear *** ***,I am writing in response to inquiry ID *** sent to Southern Maryland Oil, IncWe are confirming receipt of this inquiry and are investing what occurredWe will have a response to you early next weekRegards,
Arielle K

Good Morning,Thank you for your concern regarding SMO's recent service at your home.  SMO is committed to serving its clients in a timely and thorough fashion and look forward to servicing your home in the future.  On 1/5/2017, SMO's Service Manager reached out to the client to...

discuss the concerns and find a swift resolution that would satisfy the client's concerns and needs.  After that discussion, SMO committed to visiting the clients home by weeks' end to check over the system's operation and ensure the equipment was running sufficiently and to the clients satisfaction.  SMO strives to keep our clients satisfied and work diligently to resolve concerns quickly and successfully.  We encourage feedback to assist us in elevating our services and continually satisfying our clients.Should you have further questions or concerns, please feel free to reach out at ###-###-####.Thank you and have a wonderful day!Matt A[redacted]SMO Energy

Good Morning,Thank you for your feedback regarding SMO's services.  SMO is committed to resolving all concerns with our performance and ensuring our clients' satisfaction.  On 1/24/2017, a Service Supervisor visited the home to inspect the performance of the Water Heater installed by...

SMO.  The Service Supervisor reviewed the equipment's performance with the manufacturer and confirmed that the water heater is operating property.  SMO additionally took temperature readings at each faucet to ensure water temperatures were meeting the equipment's expected operation.  After that visit, SMO provided new proposals for electric and gas Tank less Water Heaters to the client.  SMO has also offered, in addition to providing quotes for replacement, that we would remove the originally installed Water Heater and refund the client their money paid towards that Water Heater should the client still be unsatisfied.  As of 2/2/2017, we have not received a response from the client regarding SMO's offer but patiently await a response from the client.  SMO is committed to resolving the client's concerns and look forward to finding a resolution that will satisfy the client and their water heating expectations.Thank you,SMO Energy

Good morning, Thank you for contacting SMO in reference to [redacted]'s ([redacted]) complaint. On March 10th, 2015, the SMO Client Care Department spoke with [redacted] in reference to her concerns and have confirmed that SMO will be able to set her up on a payment plan, per her...

request, for the balance on her account. Her concerns have since been resolved and the balance has since been setup on a payment plan. If you have any further questions, please feel free to contact Client Care at ###-###-#### or www.smoenergy.comKind Regards,
Matt A
SMO Client Care

November 9, 2015Dear Revdex.com:[redacted] has requested that her...

SMO Energy (Southern Maryland Oil, Inc.) account to be closed and that we waive her balance of $2,296.98. SMO fulfilled [redacted]'s requests throughout the time we have done business together. Here is a recap of what occurred:• On March 10, 2014, [redacted] requested to be placed on a one time per year scheduled delivery and we honored her request.• On March 11, 2014 SMO delivered 524.6 gallons of heating fuel for a total of $2,287.31. Her next scheduled one time delivery was in the system for March of 2015.• On January 29 2015, [redacted] called SMO to request that her tank be filled prior to her scheduled delivery. The delivery of heating fuel was 423.8 gallons for a total of $1,396.55.• [redacted] still had an unpaid balance from the previous delivery of $1,474.31 so this brought her current balance as of January 30th to $2,870.86.• On March 2, SMO completed a delivery as per her delivery schedule. The delivery was 176.2 gallons for a total of $545.70. This brought [redacted]'s grand total to the amount of $3,416.56.• [redacted]'s heating fuel total cost for the three deliveries was $4,229.56. As of today, [redacted] has an outstanding balance of $2,296.98.[redacted] personally placed the requests for two deliveries and SMO honored her requests. SMO also honored [redacted]'s requests to receive an annual delivery, which occurred in March 2014 and 2015. SMO provided product and services at the direction of the client. In turn, SMO deserves and expects to receive payment as is customary and reasonable for products and services provided. SMO remains willing to work out a reasonable payment plan with [redacted] to resolve the past due balance.Sincerely,Bruce B.SMO Client Care Manager

Dear Better Business...

Bureau,
Please accept this letter as SMO Energy's formal response to the issue raised by Ms. [redacted] in the above mentioned case. SMO Energy has been working with the customer to resolve the issue to her satisfaction since the date of the incident.
SMO Energy does not dispute the fact that SMO Energy agrees to reimburse Ms. [redacted] in the amount of $286.00 to bring closure. SMO Energy presented Ms. [redacted] a standard release on June 22, 2015. Ms. [redacted] advised she would have her attorney review the release. SMO Energy is waiting on a response from Ms. [redacted]. SMO Energy is prepared to immediately process the reimbursement check as soon as Ms. [redacted] provides SMO Energy with the executed release.
Thank you,
Copy:
[redacted]
Steve M[redacted]
Keith B[redacted]
Brooke R[redacted]

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]

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.  I would like to point out that the SMO rep told me on the phone that she had not changed her mind about my issue, but her supervisor told her to issue the refund. While I accept the resolution of this claim, I will not use this company again because of the treatment I received from this customer service representative. Regards,
[redacted]