Superior Fuel Company

At Superior Fuel, we try to take the volatility out of the gas pricingWhen we sign up a new customer, we pre buy the total gallons needed for the length of the contract to ensure the customer is not paying outrageous prices during that contracted timeWith this program the customer is getting piece of mind regardless if the market exceeds their ceiling priceIf the market goes to 4-5$ like it did in the past, the customer will not pay more than their contracted price located on their specific contractThe customer was not charged the height of the ceilingThe market rate that Superior Fuel locked in for the contracted gallons, is not what the market is todayWhen the gallons were locked in, there was a premium to be paid to ensure them at that price? At Superior Fuel, relationships matterWe take pride in our history of great customer service and relationshipsWe treat each customer, no matter the gallon usage, with the utmost respect and sincerity? Please call [redacted] ###-###-#### if any further questions

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I spoke with Dave on Friday and he agreed to release me from my contract and refund me the money I had already pre-paid ( I had a $balance on my account.) I do not accept his reasoning for the pricing Nor his refusal to refund me the amount of the overcharging If they pre buy fuel at a standard cost per my contract then why does the cost change on every fill They do not purchase years in advance They are dishonest about their company's motto, policies, and procedures.Regards, [redacted]

At Superior Fuel, we try to take the volatility out of the gas pricingWhen we sign up a new customer, we pre buy the total gallons needed for the length of the contract to ensure the customer is not paying outrageous prices during that contracted timeWith this program the customer is getting piece of mind regardless if the market exceeds their ceiling priceIf the market goes to 4-5$ like it did in the past, the customer will not pay more than their contracted price located on their specific contractThe customer was not charged the height of the ceilingThe market rate that Superior Fuel locked in for the contracted gallons, is not what the market is todayWhen the gallons were locked in, there was a premium to be paid to ensure them at that price At Superior Fuel, relationships matterWe take pride in our history of great customer service and relationshipsWe treat each customer, no matter the gallon usage, with the utmost respect and sincerity Please call [redacted] ###-###-#### if any further questions

At this time we have picked up our? tank and discontinued service to Mr [redacted] .? I do not believe rehashing this again and again will help in any degree.? We DID hold up our end of the contract weather or not Mr [redacted] wants to recognize that is beyond my control.? Thank you,Ryan [redacted]

Charge was removed from account

On 01/26/Tom *** called and placed an order for gallons Due to a previous payment issue the account was placed on a prepay basis We updated a credit card and pulled a payment from a Mastercard as Mr*** provided, and then set up a delivery A delivery was
completed on 1/30/ They were previously on a pricing plan, with a lease tank, and monthly budget payments which require a form of automatic payment An automatic payment method was still attached to the account under a checking account and it automatically pulled an additional payment on Thursday February 2, 2017, on Monday February 6, 2017, Tom called to let us know that there was an additional payment that was pulled out of his checking We submitted a refund request immediately on February 6, and informed him that it could take a few days before they see it back in their account Sandra, called in today February 8, saying we are thief's and she was calling the copsWe called her back and assured her that the request was submitted and sent her a copy of the refund transactionWe asked them to submit from their bank, an overdraft notice that showed we had over-drafted their account and we would reimburse them for the overdraft feeThey said they would not send us anything and their bank was reversing the overdraft fee We explained that it does take a few days for the transaction to be completed and if they did not see it in their account tomorrow to call us backThe refund has already been submitted through *** system on 02/06/and they should receive their refund within a few days They currently are not on any pricing plan with Superior Fuel Company, and they requested to not be on Automatic keep fill Their account has been changed today as of 02/08/to a Will Call Basis and they have been informed that this does require them to call in before they run out and they must prepay for any future deliveries We have removed their automatic payment method so going forward when they call to request a delivery, they will have to provide payment information or have a credit balance on the account before a delivery is placedWe have apologized for the inconvenience this may have caused and we understand their frustration We have sent them copies of their previous pricing plan and authorization for automatic payments.

In reviewing Mr*** file, he was signed up on our preferred pricing plan as he statesHis plan does have a ceiling price of in which he did not pay or reach that levelWhen Superior Fuel company has a contract signed, they purchase those gallons and protect the consumer from increased
pricesSuperior Fuel does pay a premium in order to protect the consumer for increasing prices, as in the example of the winter of 2013/when propane prices increased dramaticallyTo reiterate this point, Superior Fuel purchases those gallons of a contract and does pay a premium to keep them with in the guidelines of the contractMr*** has the ability to speak about his contract at any time, also is able to extend his contract with a potential lower rate (depending on usage and length of contract)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Superior Fuel came out to my property on Friday, March 25th and took the FULL tank of propane that I had bought and paid for WITH ABSOLUTELY NO WARNING OR NOTIFICATION they left my family without heat or hot water over Easter weekend with no regard for our family, home or personal property This was purely vindictive and cruelThey fully knew that we would be unable to obtain another tank and propane until after the weekend from another supplier and that we would be incurring additional costs that we had not budgeted for There was no reason for that tank to be removed in this matter When we contacted them on Saturday morning upon discover of the tank missing, they were unable to give us an reason as to why the FULL tank of propane had been removed and removed in the underhanded and lowdown manner that it was removed in My husband had to physically went to their office this afternoon to get answers on how the OUR PERSONAL PROPERTY OF PROPANE was going to be addressed and was finally able to get a refund for the amount paid after much time and discussion and threatening to involve our attorney and the sheriff's department in the thief of OUR PROPANE.If there is any damage to my appliances, fuel line or property as a result of their actions, I will be pursing legal action including loss wages.This company apparently feels that they can bully customers and violate consumer protection laws at their will without repercussions.They also do not feel that they need to answer for their actions, implorable behaviors, unethical actions or unprofessionalism At this point, I feel threatened by the owner of the company for making a complaint against his business with the Revdex.com and that the removal of a full tank of propane in the heating season that was paid for was retaliation for filing a complaint
Regards,
Shawn ***

At this time we have picked up our tank and discontinued service to Mr***. I do not believe rehashing this again and again will help in any degree. We DID hold up our end of the contract weather or not Mr*** wants to recognize that is beyond my control. Thank you,Ryan ***

In reviewing Mr*** file, he was signed up on our preferred pricing plan as he statesHis plan does have a ceiling price of in which he did not pay or reach that levelWhen Superior Fuel company has a contract signed, they purchase those gallons and protect the consumer from increased
pricesSuperior Fuel does pay a premium in order to protect the consumer for increasing prices, as in the example of the winter of 2013/when propane prices increased dramaticallyTo reiterate this point, Superior Fuel purchases those gallons of a contract and does pay a premium to keep them with in the guidelines of the contractMr*** has the ability to speak about his contract at any time, also is able to extend his contract with a potential lower rate (depending on usage and length of contract)

Miscommunication with our staff. The charge was removed

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I spoke with Dave on Friday and he agreed to release me from my contract and refund me the money I had already pre-paid ( I had a $balance on my account.) I do not accept his reasoning for the pricing. Nor his refusal to refund me the amount of the overcharging. If they pre buy fuel at a standard cost per my contract then why does the cost change on every fill. They do not purchase years in advance. They are dishonest about their company's motto, policies, and procedures.Regards,
*** ***

On 01/26/Tom *** called and placed an order for gallons Due to a previous payment issue the account was placed on a prepay basis We updated a credit card and pulled a payment from a Mastercard as Mr*** provided, and then set up a delivery A delivery was
completed on 1/30/ They were previously on a pricing plan, with a lease tank, and monthly budget payments which require a form of automatic payment An automatic payment method was still attached to the account under a checking account and it automatically pulled an additional payment on Thursday February 2, 2017, on Monday February 6, 2017, Tom called to let us know that there was an additional payment that was pulled out of his checking We submitted a refund request immediately on February 6, and informed him that it could take a few days before they see it back in their account Sandra, called in today February 8, saying we are thief's and she was calling the copsWe called her back and assured her that the request was submitted and sent her a copy of the refund transactionWe asked them to submit from their bank, an overdraft notice that showed we had over-drafted their account and we would reimburse them for the overdraft feeThey said they would not send us anything and their bank was reversing the overdraft fee We explained that it does take a few days for the transaction to be completed and if they did not see it in their account tomorrow to call us backThe refund has already been submitted through *** system on 02/06/and they should receive their refund within a few days They currently are not on any pricing plan with Superior Fuel Company, and they requested to not be on Automatic keep fill Their account has been changed today as of 02/08/to a Will Call Basis and they have been informed that this does require them to call in before they run out and they must prepay for any future deliveries We have removed their automatic payment method so going forward when they call to request a delivery, they will have to provide payment information or have a credit balance on the account before a delivery is placedWe have apologized for the inconvenience this may have caused and we understand their frustration We have sent them copies of their previous pricing plan and authorization for automatic payments

At Superior Fuel, we try to take the volatility out of the gas pricingWhen we sign up a new customer, we pre buy the total gallons needed for the length of the contract to ensure the customer is not paying outrageous prices during that contracted timeWith this program the customer is getting
piece of mind regardless if the market exceeds their ceiling priceIf the market goes to 4-5$ like it did in the past, the customer will not pay more than their contracted price located on their specific contractThe customer was not charged the height of the ceilingThe market rate that Superior Fuel locked in for the contracted gallons, is not what the market is todayWhen the gallons were locked in, there was a premium to be paid to ensure them at that price? At Superior Fuel, relationships matterWe take pride in our history of great customer service and relationshipsWe treat each customer, no matter the gallon usage, with the utmost respect and sincerity? Please call *** ###-###-#### if any further questions

At this time we have picked up our? tank and discontinued service to Mr[redacted].? I do not believe rehashing this again and again will help in any degree.? We DID hold up our end of the contract weather or not Mr[redacted] wants to recognize that is beyond my control.? Thank you,Ryan [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Superior Fuel came out to my property on Friday, March 25th and took the FULL tank of propane that I had bought and paid for WITH ABSOLUTELY NO WARNING OR NOTIFICATION they left my family without heat or hot water over Easter weekend with no regard for our family, home or personal property.  This was purely vindictive and cruel. They fully knew that we would be unable to obtain another tank and propane until after the weekend from another supplier and that we would be incurring additional costs that we had not budgeted for.   There was no reason for that tank to be removed in this matter.  When we contacted them on Saturday morning upon discover of the tank missing, they were unable to give us an reason as to why the FULL tank of propane had been removed and removed in the underhanded and lowdown manner that it was removed in.  My husband had to physically went to their office this afternoon to get answers on how the OUR PERSONAL PROPERTY OF PROPANE was going to be addressed and was finally able to get a refund for the amount paid after much time and discussion and threatening to involve our attorney and the sheriff's department in the thief of OUR PROPANE.If there is any damage to my appliances, fuel line or property as a result of their actions, I will be pursing legal action including loss wages.This company apparently feels that they can bully customers and violate consumer protection laws at their will without repercussions.They also do not feel that they need to answer for their actions, implorable behaviors, unethical actions or unprofessionalism.  At this point, I feel threatened by the owner of the company for making a complaint against his business with the Revdex.com and that the removal of a full tank of propane in the heating season that was paid for was retaliation for filing a complaint.       
Regards,
Shawn [redacted]

At Superior Fuel, we try to take the volatility out of the gas pricing. When we sign up a new customer, we pre buy the total gallons needed for the length of the contract to ensure the customer is not paying outrageous prices during that contracted time. With this program the customer is getting...

piece of mind regardless if the market exceeds their ceiling price. If the market goes to 4-5$ like it did in the past, the customer will not pay more than their contracted price located on their specific contract. The customer was not charged the height of the ceiling. The market rate that Superior Fuel locked in for the contracted gallons, is not what the market is today. When the gallons were locked in, there was a premium to be paid to ensure them at that price.  At Superior Fuel, relationships matter. We take pride in our history of great customer service and relationships. We treat each customer, no matter the gallon usage, with the utmost respect and sincerity.  Please call [redacted] ###-###-#### if any further questions.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I spoke with Dave on Friday and he agreed to release me from my contract and refund me the money I had already pre-paid ( I had a $1500 balance on my account.)  I do not accept his reasoning for the pricing.  Nor his refusal to refund me the amount of the overcharging.  If they pre buy fuel at a standard cost per my contract then why does the cost change on every fill.  They do not purchase 2 years in advance.  They are dishonest about their company's motto, policies, and procedures.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]

This is a very bad company. They have been very careless with the truth. They keep referring to a contract which I never received. They are trying to bill me for $2,000.00 for propane that they did not deliver. They are trying to charge me $1,900.00 for service work that they did not do. I have had to employ an attorney to resolve this issue. Please advise all to stay away from this company. They have filed hundreds of small claims in Douglas County Wi. against people who supposedly broke their contract. [redacted] They lied to me in many ways.