Revdex.com spoke with the business today and they stated that the consumer was delivered her propane on 2/26/at 1:PM wait time for will call customers is 3-days, and we did get the propane to her within hours We typically try to respond as soon as possible, generally
within hours
We at Superior Plus Energy Services pride ourselves providing customer service levels to meet the expectations of our valued customersWe offer delivery and billing options to our customers to meet various client accommadations and credit termsDelivery
options consist of Automatic and Will Call deliveryAutomatic, worry free keep full are calculated and maintained by Superior for the customer and delivered in an efficient delivery routing sequenceWill Call deliveries as in this case are customer monitored fuel levels as indicated by customer's call in of tank level of 35% and concurred on customer account logOur Customer service representatives upon receipt of order will inform our will call customers that deliveries can be "up to" 7-days on delivery for next efficient avalible routing sequence which can vary from 1-days but not to exceed with no additional customer expenseWe also inform our customers if they need immediate emergency delivery response that we add an Off Route delivery chargeThis is where by customer option we will accomadate by rerouting a truck to service the accountSuperior apologizes for any misunderstanding of our delivey protical and we are in hopes this helps in uderstanding our delivery proceduresWe sincerely appreciate your patronage and value your business
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 believe I already covered this in my initial complaint, but I'll give a full recollection (to the best of my ability) for the recordYes, I put in a new systemYes a technician came to my home, looked around for a couple minutes, and then gave a laundry list of items for my plumber to finish upHe then told my wife that once those items were taken care of to schedule a follow upI didn't even know that my wife had signed an invoice that dayI sure wouldn't have signed anything until the job had actually been completed during the follow up appointmentMy plumber then got the system ready according to what was asked of himWe scheduled the follow up service callWe were stood up back to back weeksFirst my wife stayed at home all day on one Thursday without anyone coming out to check the systemWe called and were informed that "we were mistaken" and that the appointment "was scheduled for the following week"Since my wife had a prior appointment on that day I chose to stay and make the appointmentSince it was set for early in the morning I figured I could wait for the technician and then make it in to work, missing maybe an hour at bestBy noon no one had arrived at my home and I tried to call the Potsdam officeEveryone must have been at lunch and I couldn't reach anyoneI waited another hours before writing it off as being stood up and went about my daySince it was already past pm someone had been called in to fill in for me and there was no point in going in to my job.I called another company the following day and set up a new account with themI don't like wasting my time and I surely don't like missing a day of work (which cost me $in lost wages)This new company delivered a brand new tank, inspected everything for me to make sure that the new system was ready to go, all I had to do was swap the line to the new tank once the old tank was emptyThey did all of this free of charge and their technician was there within minutes of the arraigned timeI burned the remaining propane in the Griffith tank to as close to empty as I cared to get and then scheduled a pick upIt took Griffith nearly two weeks to come and collect their tankSo, in closing, if these charges were for the "service call" for my new system, then I say the services were never fully renderedNot even closeI had a technician come to my home, do virtually nothing over the course of a couple minutes, and then bring an invoice for work that would go uncompletedWell uncompleted by Griffith that is, my new company completed everything in about minutes, for freeGriffith charged me for work that another company completed, and all after costing me more from missing an entire day of workRegards,
*** ***
I believe that Superior hasgone to a lot of trouble to vindicate themselves of a mistakeI will not accept their answerIt will become a priority for me to confront all these unethical companies and make aware to all the propane consumers of these undisclose tacticsSocial Media will carry this to the end.
Revdex.com:
Regards,
*** ***
Used this company for two and 1/yearsWithin the first few weeks of service, I came home with the family on Christmas eve to the smell of propane throughout the houseWent to look at the tanks and heard a hissingDue to their faulty equipment, there was a bad leak which could have been extremely dangerousMy family waited in the car for hours before someone showed up to investigateThen, day after Christmas, we received a phone call from the office stating they were going to charge us for half of the fill up of the two tanks (gallons)Then a few months later, we ran out of propaneWe had the tanks filled every month up to that pointWe were told that our account was call/fill which was news to usThey sent someone out within days to fill and they put a monitor on the tanks so we won't run into this problem againOur account switched back to auto fillThen this past month, SAME ISSUE, no propaneI called and was told our account was call/fillNO ONE can seem to tell us as to why our account was changedThey sent someone out to fill the tank and promised us a low rate per gallonWhen we got the bill, it was at the regular price, not the price promisedI wonder how many people they dupe with this oneI have switch companiesI no longer deal with these guys and will never deal with them againCustomer service is something they no little aboutSTAY AWAY, FAR AWAY
I would like to begin by apologizing to the
customer for not receiving the HAZMAT fee notice in the receipt bag with their
last deliveryWe have been diligent at
notifying all customers of the HAZMAT
fee via notices left with their delivery invoice and online on our website, http://www.superiorplusenergy.com/support/disclosures
Superior Energy Services Inc., D/B/A Griffith
Energy, has made significant investments in equipment/tools, training hours and
staff that are necessary not only to remain compliant with Federal, State and
Local regulations and industry best practices but as a way to demonstrate to
and ensure customers and employees that safety is our highest priority as a
full service providerWe are a company that will respond with professionally
trained personnel if a situation warranted itDriven in part by new Federal
Requirements implemented in 2011, the practice of isolating and identifying
HAZMAT and Regulatory Compliance investments separate from the cost of product
to the customer is consistent with Superior’s full service peers in the propane
distribution businessSuperior’s most-similar brand name competitors have
commonly itemized HAZMAT fees and added Fuel Delivery surcharges, which
commonly more than double the singular $fee assessed by Superior. While I do understand the customer’s
frustration in receiving a new unexpected fee it was not implemented in
haste. In fact, Superior is “late to the
game” in regards to implementing this fee compared to competitors in the market
who have had this fee for some years
In regards
to the customer question on their prebuy contract and the added HAZMAT fee;
Prebuy
contracts are made to secure product at a specific price, paid for by the
customer at the beginning of the heating season. The customer received, agreed to and signed the
“Winter Fuel Price Agreement”
Please note
below an excerpt from that agreement found on page one of the contract:
Pre-Payment
of the entire amount due represents the agreed price for the fuel only and
does not include any additional charges that may be incurred such as
service to the customer’s heating unit, delivery surcharges, heating
unit or appliance security plans, equipment rental fees, or other, if any
Superior Energy Services values our customers
and would like to offer a resolutionI would offer that the HAZMAT fee be
removed from the customer’s account for the remainder of the prebuy contract
and also refund any HAZMAT fees that have been charged since implementation of
such
I apologize for any confusion or frustration
the customer may have had in regards to our implementation of the HAZMAT
fee. I trust that the customer will find
this resolution offer acceptable. I look
forward to many years of a continued service relationship
Sincerely,
*** ***
Customer
Service Center Manger
Pearl
Creek/Leroy/Wyoming NY
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,
*** ***
Finally , after months thank you
I have to agree with their customer service slipping over the last couple of years Because of social media, we the customers find out that we are not alone I ran out of fuel this year because Burnwell didn't come to my house for four months After three trips from my heating and cooling company(@$a visit), we finally realized I was out of gas Maybe shame on me for depending on reliability, but there was no dependability this past year I don't want to here we forgot to schedule your delivery, our dispatcher quit and everything got messed up, and etc My final two things that made me think about looking for a new supplier is when I met my gallon quota at a locked price $locked in price-New price $2.749-Avgprice in Ontario/Wayne county in March-cents be gallon And what about this hazmat fee over $9? Why do other companies don't charge this? I'm not ruling them out for next year but I'm sure going to do some shopping around
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 was waiting to respond to this email until I had our refund check from Griffith Energy, as they promised, by the 3rd of OctoberToday is October 8thI have received bills from them, both for I have not received our money back yetI knew they would respond with their quick intentions to resolve the issue, but no actions to actually follow throughThey owe us almost $1,000! That is a lot of money! I am not satisfied with the outcome, nor will I be until we receive our money back from this HUGE company that really doesn't care.*** ***
Do not use this company!! I called for heating oil two weeks ago and they still have not delivered oilMy oil is running out, I'm shivering in a cold house and I've had enough! I've gotten every excuse in the book from management changes to retired driversI canceled my account today and have another company delivering oil tomorrowGood riddance!
#*** - We apologize for the poor service you received. I have applied a one hundred dollar credit to your account for any inconvenience this may have caused
" margin: 0px">Thank you
*** ***
General Manager, Southern N.Y
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.
Check came in today's mail, Thanks for all your help
Regards,
*** *** [email protected]
12:PM (minutes ago)
to complaints
Check came in today's mail, Thanks for all your help
Superior Plus Energy Services believes that we have
addressed the customers issue in regards to timeliness of notification and have
also noted that our “Winter Fuel Price Agreement” contract does allow for HAZMAT
fee implementationWe also have offered to remove the fee for the remainder of
the contract and also credit back any HAZMAT fees that were charged to the customer
for this seasonUnfortunately the customer has rejected this offerHowever, because
we value this customer we have already moved forward completing the details in
our offer and did credit back any HAZMAT fees that have been charged and have
also removed the HAZMAT fee for the remainder of the “Winter Fuel Price
Agreement” in hopes that the customer will remain with Superior for their future
heating fuel needs
Sincerely,
*** ***
Superior
Plus Energy Services
Customer Service
Center Manger
Pearl Creek/Leroy/Wyoming NY
The customer received delivery yesterday, 2/11/ Due to the inconvenience that the customer experienced, we reduced the price due of the delivery We always try to deliver to our customers in a timely and professional manner I have spoken with the customer and confirmed the
issue is resolved and apologized for the inconvenience As always, we appreciate the feedback and support!
*** ***
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
Regards,
*** *** The response from Griffith Energy was disappointing; nothing but self-promotion and did not address the real issue Their attempt to wring more money from the consumer is nothing but a cheap attempt of hiding behind their cynical interpretation of a signed contract This is not a professional or ethical way of doing business My complaint still stands
To whom it my concern,
This account has been changed from auto
delivery to Will Call/CODHis account was credited $for the November run out and December to April late fees were also dropped, because the change was not communicated properly from our endThe change to his credit status is due to the past three deliveries (each) taking in excess of four months to pay forIn we wrote off $of late and returned check feesCustomer has not responded to letters sent or phone calls made, unless he has been out of productOn May 13th I dispatched a service technician to this residence to drift in gallons and perform a leak test/gas check on the system and make sure appliances were working properlySince then we have not heard from the customer Going forward if the customer would like a delivery, he will need to contact the local office and make payment arrangements prior to a delivery truck being dispatched
Sincerely,
Chris B***
We will pick up Mr*** tank by end of the business week of December 5th I apologize for the delay of getting this issued handled If Mr*** has any questions, please have him reach out to*** *** at ###-###-#### in the Exeter
office*** ***
Manager, White Haven/Exeter
The account in question did become a customer on 2/with our company. The customer was on a budget during most of this time period. Budget payments are reviewed every six months, and the payments adjusted as necessary as they are an estimation of usage. Naturally,
unseasonably colder (or warmer) weather affects one’s usage, which affects one’s monthly budget paymentOn 2/19/at approximately 3:20PM, our representative called Mr*** to discuss his balance with him; at that time Mr***’s balance was $2085.21. Mr*** told our representative that he could not pay anything now, but that he would talk to a family member to see if he could borrow $to put on the account. Our representative then turned off the automatic EFT payment due to the conversation with Mr*** that no funds were available. Our representatives left subsequent phone messages on 3/2/15, 4/7/15, 4/27/15, 4/29/15, 5/4/2015, 5/27/15, 6/12/15, 6/26/15, and 7/20/as well as corresponding letters which produced broken promises of payments up to and including $from Mr*** as recent as 7/20. Following the credit collections procedure, our company picked up our storage container at Mr***’s residence on 7/28/after it became evident that Mr*** had no intention of paying his $balanceSuperior Plus Energy Services is a supplier of home heating fuels, and not a producer of the fuels we sell. Naturally, when consumer demand is at its peak, our company pays an increased cost for the product from the producer. Therefore, comparing a winter price of propane to a summer price of propane is not a fair or accurate comparison. The propane market today is at a six year lowOur propane rates for residential consumption today are under $per gallon. Chris B***
Sept15,
Dear sir:
0cm 0pt;" class="MsoNormal">The service charge in question, adjusting the thermostat, on 1/14/for $was not covered under the service planShe had purchased a service contract on 12/26/for $309.00. Mrs*** received a cleaning of her heating unit, as part of her contract coverage, on 4/12/which is valued at $and also 24/coverage from 12/26/until 6/5/when she requested her account to be cancelled
There is no partial refund for contract coverage that exceeds coverage for month. I will credit her account for the $service call because of the misunderstanding
If there are any questions I can be reached at ###-###-####As recently, as today, I have tried
to contact Mrs*** by phone to explain this to her
Thank you,
*** ***
Revdex.com spoke with the business today and they stated that the consumer was delivered her propane on 2/26/at 1:PM wait time for will call customers is 3-days, and we did get the propane to her within hours We typically try to respond as soon as possible, generally
within hours
We at Superior Plus Energy Services pride ourselves providing customer service levels to meet the expectations of our valued customersWe offer delivery and billing options to our customers to meet various client accommadations and credit termsDelivery
options consist of Automatic and Will Call deliveryAutomatic, worry free keep full are calculated and maintained by Superior for the customer and delivered in an efficient delivery routing sequenceWill Call deliveries as in this case are customer monitored fuel levels as indicated by customer's call in of tank level of 35% and concurred on customer account logOur Customer service representatives upon receipt of order will inform our will call customers that deliveries can be "up to" 7-days on delivery for next efficient avalible routing sequence which can vary from 1-days but not to exceed with no additional customer expenseWe also inform our customers if they need immediate emergency delivery response that we add an Off Route delivery chargeThis is where by customer option we will accomadate by rerouting a truck to service the accountSuperior apologizes for any misunderstanding of our delivey protical and we are in hopes this helps in uderstanding our delivery proceduresWe sincerely appreciate your patronage and value your business
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 believe I already covered this in my initial complaint, but I'll give a full recollection (to the best of my ability) for the recordYes, I put in a new systemYes a technician came to my home, looked around for a couple minutes, and then gave a laundry list of items for my plumber to finish upHe then told my wife that once those items were taken care of to schedule a follow upI didn't even know that my wife had signed an invoice that dayI sure wouldn't have signed anything until the job had actually been completed during the follow up appointmentMy plumber then got the system ready according to what was asked of himWe scheduled the follow up service callWe were stood up back to back weeksFirst my wife stayed at home all day on one Thursday without anyone coming out to check the systemWe called and were informed that "we were mistaken" and that the appointment "was scheduled for the following week"Since my wife had a prior appointment on that day I chose to stay and make the appointmentSince it was set for early in the morning I figured I could wait for the technician and then make it in to work, missing maybe an hour at bestBy noon no one had arrived at my home and I tried to call the Potsdam officeEveryone must have been at lunch and I couldn't reach anyoneI waited another hours before writing it off as being stood up and went about my daySince it was already past pm someone had been called in to fill in for me and there was no point in going in to my job.I called another company the following day and set up a new account with themI don't like wasting my time and I surely don't like missing a day of work (which cost me $in lost wages)This new company delivered a brand new tank, inspected everything for me to make sure that the new system was ready to go, all I had to do was swap the line to the new tank once the old tank was emptyThey did all of this free of charge and their technician was there within minutes of the arraigned timeI burned the remaining propane in the Griffith tank to as close to empty as I cared to get and then scheduled a pick upIt took Griffith nearly two weeks to come and collect their tankSo, in closing, if these charges were for the "service call" for my new system, then I say the services were never fully renderedNot even closeI had a technician come to my home, do virtually nothing over the course of a couple minutes, and then bring an invoice for work that would go uncompletedWell uncompleted by Griffith that is, my new company completed everything in about minutes, for freeGriffith charged me for work that another company completed, and all after costing me more from missing an entire day of workRegards,
*** ***
I believe that Superior hasgone to a lot of trouble to vindicate themselves of a mistakeI will not accept their answerIt will become a priority for me to confront all these unethical companies and make aware to all the propane consumers of these undisclose tacticsSocial Media will carry this to the end.
Revdex.com:
Regards,
*** ***
Used this company for two and 1/yearsWithin the first few weeks of service, I came home with the family on Christmas eve to the smell of propane throughout the houseWent to look at the tanks and heard a hissingDue to their faulty equipment, there was a bad leak which could have been extremely dangerousMy family waited in the car for hours before someone showed up to investigateThen, day after Christmas, we received a phone call from the office stating they were going to charge us for half of the fill up of the two tanks (gallons)Then a few months later, we ran out of propaneWe had the tanks filled every month up to that pointWe were told that our account was call/fill which was news to usThey sent someone out within days to fill and they put a monitor on the tanks so we won't run into this problem againOur account switched back to auto fillThen this past month, SAME ISSUE, no propaneI called and was told our account was call/fillNO ONE can seem to tell us as to why our account was changedThey sent someone out to fill the tank and promised us a low rate per gallonWhen we got the bill, it was at the regular price, not the price promisedI wonder how many people they dupe with this oneI have switch companiesI no longer deal with these guys and will never deal with them againCustomer service is something they no little aboutSTAY AWAY, FAR AWAY
I would like to begin by apologizing to the
customer for not receiving the HAZMAT fee notice in the receipt bag with their
last deliveryWe have been diligent at
notifying all customers of the HAZMAT
fee via notices left with their delivery invoice and online on our website, http://www.superiorplusenergy.com/support/disclosures
Superior Energy Services Inc., D/B/A Griffith
Energy, has made significant investments in equipment/tools, training hours and
staff that are necessary not only to remain compliant with Federal, State and
Local regulations and industry best practices but as a way to demonstrate to
and ensure customers and employees that safety is our highest priority as a
full service providerWe are a company that will respond with professionally
trained personnel if a situation warranted itDriven in part by new Federal
Requirements implemented in 2011, the practice of isolating and identifying
HAZMAT and Regulatory Compliance investments separate from the cost of product
to the customer is consistent with Superior’s full service peers in the propane
distribution businessSuperior’s most-similar brand name competitors have
commonly itemized HAZMAT fees and added Fuel Delivery surcharges, which
commonly more than double the singular $fee assessed by Superior. While I do understand the customer’s
frustration in receiving a new unexpected fee it was not implemented in
haste. In fact, Superior is “late to the
game” in regards to implementing this fee compared to competitors in the market
who have had this fee for some years
In regards
to the customer question on their prebuy contract and the added HAZMAT fee;
Prebuy
contracts are made to secure product at a specific price, paid for by the
customer at the beginning of the heating season. The customer received, agreed to and signed the
“Winter Fuel Price Agreement”
Please note
below an excerpt from that agreement found on page one of the contract:
Pre-Payment
of the entire amount due represents the agreed price for the fuel only and
does not include any additional charges that may be incurred such as
service to the customer’s heating unit, delivery surcharges, heating
unit or appliance security plans, equipment rental fees, or other, if any
Superior Energy Services values our customers
and would like to offer a resolutionI would offer that the HAZMAT fee be
removed from the customer’s account for the remainder of the prebuy contract
and also refund any HAZMAT fees that have been charged since implementation of
such
I apologize for any confusion or frustration
the customer may have had in regards to our implementation of the HAZMAT
fee. I trust that the customer will find
this resolution offer acceptable. I look
forward to many years of a continued service relationship
Sincerely,
*** ***
Customer
Service Center Manger
Pearl
Creek/Leroy/Wyoming NY
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,
*** ***
Finally , after months thank you
I have to agree with their customer service slipping over the last couple of years Because of social media, we the customers find out that we are not alone I ran out of fuel this year because Burnwell didn't come to my house for four months After three trips from my heating and cooling company(@$a visit), we finally realized I was out of gas Maybe shame on me for depending on reliability, but there was no dependability this past year I don't want to here we forgot to schedule your delivery, our dispatcher quit and everything got messed up, and etc My final two things that made me think about looking for a new supplier is when I met my gallon quota at a locked price $locked in price-New price $2.749-Avgprice in Ontario/Wayne county in March-cents be gallon And what about this hazmat fee over $9? Why do other companies don't charge this? I'm not ruling them out for next year but I'm sure going to do some shopping around
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 was waiting to respond to this email until I had our refund check from Griffith Energy, as they promised, by the 3rd of OctoberToday is October 8thI have received bills from them, both for I have not received our money back yetI knew they would respond with their quick intentions to resolve the issue, but no actions to actually follow throughThey owe us almost $1,000! That is a lot of money! I am not satisfied with the outcome, nor will I be until we receive our money back from this HUGE company that really doesn't care.*** ***
Do not use this company!! I called for heating oil two weeks ago and they still have not delivered oilMy oil is running out, I'm shivering in a cold house and I've had enough! I've gotten every excuse in the book from management changes to retired driversI canceled my account today and have another company delivering oil tomorrowGood riddance!
#*** - We apologize for the poor service you received. I have applied a one hundred dollar credit to your account for any inconvenience this may have caused
" margin: 0px">Thank you
*** ***
General Manager, Southern N.Y
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.
Check came in today's mail, Thanks for all your help
Regards,
*** ***
[email protected]
12:PM (minutes ago)
to complaints
Check came in today's mail, Thanks for all your help
Superior Plus Energy Services believes that we have
addressed the customers issue in regards to timeliness of notification and have
also noted that our “Winter Fuel Price Agreement” contract does allow for HAZMAT
fee implementationWe also have offered to remove the fee for the remainder of
the contract and also credit back any HAZMAT fees that were charged to the customer
for this seasonUnfortunately the customer has rejected this offerHowever, because
we value this customer we have already moved forward completing the details in
our offer and did credit back any HAZMAT fees that have been charged and have
also removed the HAZMAT fee for the remainder of the “Winter Fuel Price
Agreement” in hopes that the customer will remain with Superior for their future
heating fuel needs
Sincerely,
*** ***
Superior
Plus Energy Services
Customer Service
Center Manger
Pearl Creek/Leroy/Wyoming NY
The customer received delivery yesterday, 2/11/ Due to the inconvenience that the customer experienced, we reduced the price due of the delivery We always try to deliver to our customers in a timely and professional manner I have spoken with the customer and confirmed the
issue is resolved and apologized for the inconvenience As always, we appreciate the feedback and support!
*** ***
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
Regards,
*** *** The response from Griffith Energy was disappointing; nothing but self-promotion and did not address the real issue Their attempt to wring more money from the consumer is nothing but a cheap attempt of hiding behind their cynical interpretation of a signed contract This is not a professional or ethical way of doing business My complaint still stands
To whom it my concern,
This account has been changed from auto
delivery to Will Call/CODHis account was credited $for the November run out and December to April late fees were also dropped, because the change was not communicated properly from our endThe change to his credit status is due to the past three deliveries (each) taking in excess of four months to pay forIn we wrote off $of late and returned check feesCustomer has not responded to letters sent or phone calls made, unless he has been out of productOn May 13th I dispatched a service technician to this residence to drift in gallons and perform a leak test/gas check on the system and make sure appliances were working properlySince then we have not heard from the customer Going forward if the customer would like a delivery, he will need to contact the local office and make payment arrangements prior to a delivery truck being dispatched
Sincerely,
Chris B***
We will pick up Mr*** tank by end of the business week of December 5th I apologize for the delay of getting this issued handled If Mr*** has any questions, please have him reach out to*** *** at ###-###-#### in the Exeter
office*** ***
Manager, White Haven/Exeter
I reviewed Mr***'s account this morning and it is at a zero balance. The finance charges referenced were all reversed
The account in question did become a customer on 2/with our company. The customer was on a budget during most of this time period. Budget payments are reviewed every six months, and the payments adjusted as necessary as they are an estimation of usage. Naturally,
unseasonably colder (or warmer) weather affects one’s usage, which affects one’s monthly budget paymentOn 2/19/at approximately 3:20PM, our representative called Mr*** to discuss his balance with him; at that time Mr***’s balance was $2085.21. Mr*** told our representative that he could not pay anything now, but that he would talk to a family member to see if he could borrow $to put on the account. Our representative then turned off the automatic EFT payment due to the conversation with Mr*** that no funds were available. Our representatives left subsequent phone messages on 3/2/15, 4/7/15, 4/27/15, 4/29/15, 5/4/2015, 5/27/15, 6/12/15, 6/26/15, and 7/20/as well as corresponding letters which produced broken promises of payments up to and including $from Mr*** as recent as 7/20. Following the credit collections procedure, our company picked up our storage container at Mr***’s residence on 7/28/after it became evident that Mr*** had no intention of paying his $balanceSuperior Plus Energy Services is a supplier of home heating fuels, and not a producer of the fuels we sell. Naturally, when consumer demand is at its peak, our company pays an increased cost for the product from the producer. Therefore, comparing a winter price of propane to a summer price of propane is not a fair or accurate comparison. The propane market today is at a six year lowOur propane rates for residential consumption today are under $per gallon. Chris B***
Sept15,
Dear sir:
0cm 0pt;" class="MsoNormal">The service charge in question, adjusting the thermostat, on 1/14/for $was not covered under the service planShe had purchased a service contract on 12/26/for $309.00. Mrs*** received a cleaning of her heating unit, as part of her contract coverage, on 4/12/which is valued at $and also 24/coverage from 12/26/until 6/5/when she requested her account to be cancelled
There is no partial refund for contract coverage that exceeds coverage for month. I will credit her account for the $service call because of the misunderstanding
If there are any questions I can be reached at ###-###-####As recently, as today, I have tried
to contact Mrs*** by phone to explain this to her
Thank you,
*** ***