Superior Plus Energy Services, Inc.

To Whom It May Concern,
I reviewed the complaint submitted by *** and was unaware this issue had transpiredI called and spoke with *** about the issue and understand why he felt this was product not accounted forThe gauges on propane tanks
are a percentage reading and due to temperature changes the gas in tank will change in liquid volume slightlyWe actually fill tanks by the liquid level gauge and not the percentage gauge. I have provided a credit on his account for the gas in questionI have also given *** a $coupon which he can use in future deliveries
*** thanked me for my call and was very happy with this resolution
Respectfully
*** *** CSC Manager-Rome

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,
*** ***

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,
*** ***
I have made a payment on October 25th for the gallons used in the ammount of $271.37, Burnwell Superior Plus Energy is stating I have a balance of Zero, Which they never bothered to make the balance of ZERO, they did a small balance write off of $6.98, When I log onto my account it's stating I still owe $The = $for late Service Charges for consecutive months from May til October 2014, I have also waited over hrs, to see if my account was credited, Apparently notThis could of been resolved months ago back in May if it was'nt for this Companys neglect to return calls or listen to the fact that I no longer need their services and do a reading back in May for my useageI do not think I owe this company another pennyI would like to see my balance Zero immediately

According to our records, *** *** called our
Customer Service department on November 27, (voice recording
has been
verified) and signfor our Electricity Variable Rate Plan which had
an Introductory Fixed Rate of cents/kWh thru January 31, then a
month-to-month variable thereafter
An Electricity Enrollment Confirmation was emailed to ***@gmail.com
on November 27, which was the email address provided by the customer upon
sign-up
We began supplying the customer with electricity on
February 7,
We received notification from *** on February 18,
that the customer cancelled their Plan for an effective date of March 7, Therefore the customer has already cancelled by contacting the utility
We did not receive any correspondence from the customer in advance of their cancellation through the utility
In
reviewing the customer’s electricity supply charges, all amounts are accurate
Without prejudice, we deny the allegations indicated in
the customer’s complaint
As this is a voluntary response, please note that customer information, including names and email addresses, are confidential and cannot be provided to anyone but the named person
Regards,
Superior Plus Energy

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 belowThe business offered me a service date that is in the past Even if the month was incorrectly entered, April 11th has also passed and was after the date that the response was received My complaint clearly outlined dates that I contacted the business trying to have my propane tanks picked up without any resolution I was unable to speak to a customer service representative of this organization today during regular business hours due to work conflict I will continue my effort the rest of the week to get this issue resolved and the money I am owed refunded to me Perhaps phones calls once a week for a month are simply not enough and I shall have to resort to daily phone calls I do not feel that my requests are at all unreasonable or out of the regular scope of their services provided to all other customers
Regards,
*** ***

Refund check was sent from*** *** on
Friday 7/The check and envelope will have *** *** on it with a
reference to Superior on the stub If customer needs to contact us, please feel free to call ###-###-#### and ask for *** in our Accounts Receivable Department

The customer was informed on 6/5/the propane tank would be locked due to non-payment. Considering two additional $payments have been received since this date, it was agreed the propane service would be restored todayWe are also allowing additional time for the
customer to complete payment of the balance which the customer is estimating to be paid off in approximately one monthThe customer found this arrangement to be agreeable, and we consider the issue to be resolved

In an effort to assist *** & *** *** we have changed the status of their account to a load to load basisIn this manner we can keep them on an automatic delivery scheduleWe have been confronted with weather conditions this year which has challenged our delivery schedulesDriver
and tech are working days a weekUnder conditions we are able to get deliveries completed with hours
This past Thursday, we dispatched a service tech to install a temporary propane tank until a delivery could be made the following day
*** *** our credit manager has called and left a message with the *** to explain the new account statusWe have also credited their account for $good will creditIn addition, *** has also sent an email to confirm the new account status
We believe the new account status will help expediture future deliveries

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 They were very prompt in contacting me ( within an hour of submitting complaint)They clarified their policies and contracts and I am confident that we will have no further issues
Regards,
*** ***

To Whom it may Concern,
Mr*** account has been on automatic delivery since he opened his account in He has received deliveries to this location, on average, twice a yearThis is not the first time that he has received a delivery for this location in March
He also received a delivery back in March His first delivery for the year ranges from March to May and is an average of gallonsHis delivery ticket comes out based on an automatic route tableThis is computer generatedI understand that Mr*** is making a point that this is for his pool, but we have been making deliveries to this location before the beginning of the pool heating season for the past seven yearsat no time, prior to this delivery, did Mr*** ask to have his account placed on hold or be put on a will-call basis which we would have been more than happy to have done for him
As for the price complaint, the average price per gallon for Propane around the time of the delivery was $for home heating Only, per the State of CT DEEP official websiteBeyoind that, Propane pricing is base on usage or "buckets"These "buckets" have pricing that reflects usage of 0-100g, 101-300g, 301-500g, etcAt the time Mr*** delivery, based on his usage, he was charged $a gallonWhen he called the office to complain about the price and the time frame of the delivery, the delivery Manager took his concerns into consideration and offered (at that time) our current first fill price of $2.999g for that deliveryHis account has since been adjusted and a credit of $has been addedThank you

Revdex.com:
I have
reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meCompany was extremely apologetic and helpful in response to complaintThis is a good company.
Regards,
*** ***

Please know we value all
of our customers, past and presentWe do our best to deliver superior customer
serviceIt appears we may not have achieved that with this customer and
I do
apologize I reviewed the account and charges The tank pick up fee
was previously reversed and the customer did receive a refund for the product
remaining in the tank when picked up, $ However, that refund was
calculated at $less per gallon paidWe have since issued a refund of an
additional $to correct the error The customer should receive the
additional refund check within days
Thank you,
*** ***

*** *** had a gallon tankThe tank was full at 85% (Propane tanks are only filled to 80%-85% to allow room for expansion) which equates to 52.7gThe refund amount was $She had a balance past due (over days) on her account of $for a propane delivery
The over due balance on the account was subtracted from the refund amountThis would make *** ***'s refund $Propane pricing is based on usageThis is not just a Superior Plus Energy practiceThe lower the usage the higher the price tends to be, such as a cooking account*** *** had not been charged a lease fee for the propane tank, yet this yearThe last tank rental fee was charged November 23rd

The customer’s propane tank was picked up on September 23rdThe value of the remaining propane in the tank was credited to the customer’s accountA refund of $will be mailed out
on Friday October 3rd, and should be received by Oct6thWe apologize for any inconvenience this may have caused
*** ***
Region Manager, Southern N.Y
Superior Plus Energy Services

The tank is owned by us.We had it installed.The cost for insurance on it that Superior charged me was for the year

Superior Plus Energy has become less dependable in the last two yearsAlthough I have thousands of dollars on deposit and am on auto delivery they continually let my oil tank run outThere are families affected when this building goes cold due to Superior's mistakesthey aren't really a hour service, as advertizedThey have an after hours answering service that starts early in the afternoon who can't shedule deliveriesPOOR Business!!!

This customer had an outstanding $balance with us prior to her $HEAP credit HEAP benefits are not to be used for old balances and we know, understand, and abide by that rule When the $HEAP credit was applied to her account, our system inadvertently deducted
("paid off") her $balance from the $credit We have delivered her $worth of propane and owe her $more propane The order has been input and she will receive that value of propane in the next few days, provided that her tank will hold the entire amount The customer still owes us the old balance of $from the previous delivery on 10/26/She had called our office on 12/20/and this situation was explained to her at that time, including the fact that HEAP payments can not be used to cover balances incurred prior to receiving the HEAP grant Please advise if any other action is required on our part.
Thank you,
Rob G***
CSCM

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 must say that your response to my complaint is rather alarmingYou have not only made it abundantly clear that my complaint was not even read correctly, but the complaint did not receive a legitimate response either"At Superior Safety is our #priority." Safety might be your number one priority but hiring qualified employees to ensure your customers are in fact safe is not. I will tell you (again) that when I called Superior I was told I do NOT have to leave my home, "if" I can get to the shut off valve I should turn it off, and we were not in any dangerI don't even work for a propane company and have never owned a house that uses propane but I still knew this wasn't accurate OR safe. No employee of Superior told me to not use a cell phoneI was using a cell phone in my home to call Superior about the leak and she allowed me to have an entire conversation about it INSIDE my house with my children and pets It wasn't until the fire department was leaving that I learned simply using a cell phone can ignite the gasI can only hope that you reconfigure your response to someone calling about a propane leak in their home if for nothing but to make your opening statement accurateThe equipment used to test my home does indeed test multiple thingsHowever, my carbon monoxide detectors do notThey sense ONE thingCarbon monoxideI have two installed in my basement (where my water heater is and NO gas was detected according to the fire department), two on my first floor (where ALL of the gas was detected according to the fire department) and one in each room on my second floor (a total of 3, also where NO gas was detected according to the fire department)It does not make much sense to myself and I will assume the general population of this earth that NONE of my one year old CARBON MONOXIDE DETECTORS would not have sensed carbon monoxide in my home especially since the fire department said "the meter went through the roof the second we opened your door." I was also not aware that the "silent killer" that is carbon monoxide now smells exactly like propane and is now undetectable to carbon monoxide detectorsWhat does in fact make sense is that the fire department detected a huge amount of propane inside my homeHence why Superior had no explanation to why my carbon monoxide would not detect carbon monoxideDespite what Superior says, my beliefs about ANYTHING have absolutely nothing to do with my complaintThe facts that I know are not beliefsThey are factsFacts that were given to me by professionally trained and respected fire fighters whom none of which have any vested personal interest in the matter other than to keep civilians safeI will provide their phone number at the end of this message for the benefit of Superior to not only contact them and receive the exact same FACTS as I have but to also consult them regarding safety and how to achieve itAs proven in Superior's response to my initial complaint, Superior can not provide me with a solid explanation to what happenedIronically they are basing their statements on what they BELIEVE rather than what they KNOWConveniently Superior's response was lacking any legitimate attention to my complaint such as the fact that I cancelled the call to the technician the night of the leak before he even left his house but they are still charging me for it, the fact that their third party person could not understand why Superior would leave the gas line to my hot water heater open (just ask about the flames that hit him in the face as he opened the bottom. Safety 1st), and why they were trying to tell me something completely different than what the fire department had said and what his personal opinion about the situation wasI didn't need a summary of the events that happened on February 9thI was thereYour beliefs are based on hearsayWhen I called Superior the next day I tried to overcome the condescending, rude attitude and told him to NOT send another tech out to talk to me. I failedCleary his inability to comprehend my statement is an accepted flaw in Superior's company and seems to be trending. I specifically told him what the fire department said but he laughed and said "I'm gonna call these guys and tell them how things work." So as much as you would like to "thank the first responders and all involved for helping save lives @ the *** residence on Feb 9th 2015" you might want to educate yourself about what being thankful means because I'm not 100% sure but I'm 99% sure it is not calling them liars and accusing them of not knowing what they're doingI do not owe for your emergency visit charge, I cancelled itI do not owe for your third party guy to come to my home because he did not do anything due to Superior not doing what they said they did and not giving correct factsI owe for one visit to my home and for gallons of propanePlease let me know what my new total is so we can all put it behind usThank you
SGF Fire Department ###-###-#### Please ask for the Chief as he was the one who evidently does not know what he is talking about
Regards,
*** ***

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,
*** ***

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.
Thank you for your helpful intervention,
*** ***