Southern Maryland Oil

We have had an account with SMO ENERGY for almost 30 years. We ordered our propane as usually. We were shocked to see $4.439 per gallon. We called another company in the area (with whom I also have an account with, their price per gallon $2.394. So, I called SMO Energy to ask why the high price. They review our account, she went back 3 years quoted the amount we ordered each year, which were all within a 10-to-15-gallon difference. I was told the reason we are being charged the higher amount; we don't order enough. This hasn't been a problem all these years. How about a company telling their customers and give them the option to order or go elsewhere. They should be ashamed of themselves for screwing their community that has made them successful!

Thank you for contacting SMO in reference to Mrs [redacted] 's complaintOn 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 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

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] ) complaintOn 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 accountHer concerns have since been resolved and the balance has since been setup on a payment planIf you have any further questions, please feel free to contact Client Care at ###-###-#### or www.smoenergy.comKind Regards, Matt A SMO Client Care

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 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 [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 tankOn Feb 10th [redacted] 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 [redacted] 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 [redacted] to resolve the balance on the account for the goods and services he requested and SMO deliveredKind Regards, Matt A SMO Client Care

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] ***

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 caseSMO Energy has been working with the customer to resolve the issue to her satisfaction since the date of the incidentSMO Energy does not dispute the fact that SMO Energy agrees to reimburse Ms [redacted] in the amount of $to bring closureSMO Energy presented Ms [redacted] a standard release on June 22, Ms [redacted] 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 [redacted] provides SMO Energy with the executed releaseThank you, Copy: [redacted] Steve M [redacted] Keith B [redacted] Brooke R***

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 [redacted] SMO Energy

A company that I have been using for decadesOn oil delivery I have never had a problem with any bad or late deliveries, oil refil on my oil tank has always been fineAs 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 proThe 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 problemsHopefully they will sort out their tech problems before I have to switch to another company that knows what they are doing

[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: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 testedDrip tube and pressure relief valves are testedThe tank was indeed flushed however the other portions were not doneThe part that caught fire was the thermostat/sub base which is per their maintenance contract a covered partHad 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 issueSince they did not fulfill their portion of the maintenance contract I once again request reimbursement of $ that I paid to have my hot water heater replacedSimply 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 ethicalIf 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 responseIf 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 $1616/$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 calledI 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, [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: 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 testedDrip tube and pressure relief valves are tested The tank was indeed flushed however the other portions were not doneThe part that caught fire was the thermostat/sub base which is per their maintenance contract a covered partHad 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 issueSince they did not fulfill their portion of the maintenance contract I once again request reimbursement of $ that I paid to have my hot water heater replacedSimply 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 ethicalIf 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 doRegards, [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 refundWhile I accept the resolution of this claim, I will not use this company again because of the treatment I received from this customer service representativeRegards, [redacted]

Good morning, Thank you for contacting SMO in reference to [redacted] ***'s (Acct # [redacted] ) feedbackWe 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 accountHe will no longer be charged for this service contract and will no longer receive communication regarding collectionEffective, Friday, August 21st, 2015, [redacted] no longer has maintenance coverage for this Heat Pump with SMOShould he need service moving forward, all service calls will be chargeableShould [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 roundIf you have any further questions, please feel free to contact Client Care at ###-###-#### or www.smoenergy.com.Kind Regards, Matt AClient Care

May 20, 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 policyWe were informed back in February 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

June 4, 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 servicesSMO has provided the client of today June 04, with a reduce rate on our product and services of 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,

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 follon this problem I am considering the matter closed Thank you!