Southern Maryland Oil, Inc.

Good morning, - SMO's would like to work [redacted] to help resolve his concern. [redacted] letter to the Revdex.com stated the following: "I had to move from my residence in Annapolis Maryland. I sent a letter to SMO informing them of my move and requesting a refund of my prepaid maintenance contract. They...

disregarded my correspondence. Then they filled the oil tank at the residence I had vacated 38 days after I had moved out. And 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 [redacted] have had a business relationship for several years. [redacted]'s account included a service agreement that he purchased to maintain his furnace and automatic delivery to his fuel oil tank. On Feb 10th 2015 [redacted] sent in a message from our web site requesting a service call as his heat was not working properly. SMO responded to his request and restored heat to his home the same day his service agreement covered the cost of this call. His service agreement had renewed in December of 2014 and in March of 2015 a tune up was performed on his furnace. The service agreement is nonrefundable and in this case the service work provided would have been more costly than that of the service agreement. A delivery was also made on Feb 10th 2015 to ensure he had product to heat his home. On April 8th it was time for another delivery based on SMO automatic delivery program and it was made that day. [redacted] corresponded with SMO on Feb. 10th via the SMO online Portal. His next correspondence was on May 17th, 2015 again through the SMO online portal. This communication states he moved from the home in February. This was first notification SMO received that the he no longer lived in the home. On that date his account was then removed from the automatic service. SMO delivered goods and services and stopped immediately once the notification was received. SMO would like to work with [redacted] to resolve the balance on the account for the goods and services he requested and SMO delivered. Kind 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

[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:
While SMO states that they do not fix water leaks their maintenance contract CLEARLY states that a tune up consists of the following:
"Electric water heaters are flushed and electrical components are tested. Drip tube and pressure relief valves are tested.
The tank was indeed flushed however the other portions were not done. The part that caught fire was the thermostat/sub base which is per their maintenance contract a covered part. Had SMO bothered to take the blanket off and perform the maintenance as their contract states they may as I have stated in previous communications found the issue. Since they did not fulfill their portion of the maintenance contract I once again request reimbursement of $ 689 that I paid to  have my hot water heater replaced. Simply walking in someone's house, seeing water leaking and saying yup,  your tank needs to be replaced is neither in my opinion good business practice nor ethical. If they do not cover leaks, why bother to come out on a service call and check it? Wouldn't you just say over the phone, "we don't cover leaks, you'll have to replace the tank?" Coming out on a service call when that is the complaint in line with common sense thought infers that they will "take a look" to see what's causing the problem which in fact they did not do. Regards,
[redacted]

To Whom It May Concern,After extensive research, SMO's records indicate the client requested the account change from automatic to will call delivery on the phone the morning of Feb 26, 2016. Once SMO received the notification no product was delivered past that date. The client indicates that she...

notified an SMO driver that she no longer wanted deliveries. The SMO driver standard operating procedure is to instruct clients to go online or contact the SMO office directly for any changes as they do not have the ability to make those changes in their truck.SMO left a delivery ticket after each delivery and we sent monthly statements. SMO had spoken to the client multiple times after the deliveries the client is disputing. On each call, payment arrangements were discussed as this is our standard practice. On May 18th, we reached out to the client for billing purposes. It was at that point, the client questioned the deliveries.The client is requesting $809.00 be removed from her account. SMO would have been happy to credit the account back if we were able to reclaim our product. However the product was consumed by this client and SMO expects payment for the product that was delivered and used. As this is usual and customary when providing a product or service. SMO is committed to clients past and present and stands ready to work out a payment plan to help resolve the balance.If you have any questions, please feel free to contact our Client Care Department at ###-###-####.Thank you,Bruce B[redacted]

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 proposal. SMO does accept the responsibility of confusion over this situation and has apologized to the...

parties involved. This clients concern was a result of a human error; processing a cashier's check for payment was accidently destroyed. The client refers that we would not require another check because there was a copy and it could be re-entered. Apparently the bank personnel did not understand what SMO had asked them. In order to process this type of check the bank requires the original document. SMO 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 SMO. The client initially declined to help SMO resolve the situation. SMO 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 performed. SMO offered to pay any fees or expenses the client would incur to resolve the issue. The client has a family member who had been involved since the time of the agreement. This 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 $422.46. This amount of money that was agreed upon was credited to his account on January 8", 2016. In general, refunds are sent after work is completed and full payment has been received by SMO. In this case the amount of money of $900.00 owed to SMO was greater than the credit. One of the options to resolve the issue was to pay the difference between the amounts owed minus the credit. This was the route that was decided. The payment was mailed to SMO on March 1, 2016. Once this check is received the client will have no balance due with SMO nor will SMO owe the client any money or services. This was an unfortunate situation that occurred from a human error. SMO 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[redacted] SMO Energy

Good Afternoon,Thank you for your concern regarding SMO's services and your recent service from SMO on 12/11/2017.  After discussion and review with the service department, SMO has agreed to remove the charge stemming from the 12/11/2017 service work.  If you have any questions,...

please feel free to contact SMO at ###-###-####.Thank you,Matt A[redacted]SMO Energy

Good morning, Thank you for contacting SMO in reference to [redacted]'s (Account #: [redacted]) feedback. On July 29th, the SMO Service Department diagnosed [redacted]'s Water Heater as having a leaking tank. SMO also noted that the Water Heater had been leaking since our previous visit on...

May 29th, 2015 as the client explained it had been leaking since that time. SMO recommended that the client have the Water Heater replaced. A sales call was scheduled for Monday, August 3rd and a quote was provided to replace the Water Heater. [redacted] declined SMO's quote after she was offered a $500.00 discount on the total job. On August 4th, 2015 SMO removed the preventative maintenance coverage on [redacted]'s Water Heater, per [redacted]'s request. Additionally, the SMO Service Department noted that SMO did not install [redacted]'s Water Heater. They did advise that the insulated blanket installed should not be flammable and is not required to be removed in the event of a water leak. If you have any further questions, please feel free to contact Client Care at ###-###-#### or www.smoenergy.com

The company has reimbursed me for the oil removed from my tank, and I have signed their release for the oil damages/repairs and loss of oil only.  I have accepted the amount, $186.xx.  Thank you for your follow-up on this problem.  I am considering the matter closed.  Thank you!

June 4, 2014
In reference to the inquiry ID [redacted] concern, submitted on April 28, 2014, SMO service manager has been in contact with the client regarding the issues with the amount we purchase and sell our parts and services. SMO has provided the client of today June 04, 2014 with a...

reduce rate on our product and services of 135.00. The expectations for the client has been met.If you have any further questions, please feel free to contact client care at ###-###-####,Monday-Friday 7am-7pm.Best Regards,

May 20, 2014
Dear Revdex.com,I received your letter in reference to ID[redacted]. This matter has already been resolved and is being handled properly with our company policy. We were informed back in February 2014 that this customer is deceased and there are no further...

action that needs to be taken.If you have any questions, please do not hesitate to contact me.Regards

Thank you for contacting SMO in reference to Mrs. [redacted]'s complaint. On March 5th, 2015, the SMO Service Department spoke with Mrs. [redacted] in reference to her concerns and have confirmed that her equipment has been running properly as of February 23rd 2015. Her concerns...

have since been resolved and the unit is running properly.If you have any further questions, please feel free to contact Client Care at ###-###-#### or www.smoenergy.com
Kind Regards,
Matt A[redacted] SMO Client Care

[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:While SMO states that they do not fix water leaks their maintenance contract CLEARLY states that a tune up consists of the following:"Electric water heaters are flushed and electrical components are tested. Drip tube and pressure relief valves are tested. The tank was indeed flushed however the other portions were not done. The part that caught fire was the thermostat/sub base which is per their maintenance contract a covered part. Had SMO bothered to take the blanket off and perform the maintenance as their contract states they may as I have stated in previous communications found the issue. Since they did not fulfill their portion of the maintenance contract I once again request reimbursement of $ 689 that I paid to  have my hot water heater replaced. Simply walking in someone's house, seeing water leaking and saying yup,  your tank needs to be replaced is neither in my opinion good business practice nor ethical. If they do not cover leaks, why bother to come out on a service call and check it? Wouldn't you just say over the phone, "we don't cover leaks, you'll have to replace the tank?" Coming out on a service call when that is the complaint in line with common sense thought infers that they will "take a look" to see what's causing the problem which in fact they did not do.
Regards,
[redacted]

[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: 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/$1116 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 $689 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,
[redacted]

A company that I have been using for decades. On oil delivery I have never had a problem with any bad or late deliveries, oil refil on my oil tank has always been fine. As far as service, service has been excellent, the service tech in my area has been with the company for decades and knows the ins and outs of oil furnaces as a pro. The only problem is recently (2015-2016) my previous technician has been replaced by newer guys who do not know their job well and always have problems with fixing and cleaning my furnace, prompting me to call customer service a few times this year with problems. Hopefully they will sort out their tech problems before I have to switch to another company that knows what they are doing.

Good morning, Thank you for contacting SMO in reference to [redacted]'s (Acct # [redacted]) feedback. We have honored [redacted]'s request and removed the Standard Plan maintenance coverage for his Heat Pump located at [redacted], La Plata, MD [redacted] from his account. He will no longer be...

charged for this service contract and will no longer receive communication regarding collection. Effective, Friday, August 21st, 2015, [redacted] no longer has maintenance coverage for this Heat Pump with SMO. Should he need service moving forward, all service calls will be chargeable. Should [redacted] want to consider adding coverage for his newly replaced unit or the unit he plans to replace, SMO's maintenance agreements are available year round. If you have any further questions, please feel free to contact Client Care at ###-###-#### or www.smoenergy.com.Kind Regards,
Matt A.
Client Care