Superior Plus Energy Services, Inc.

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,
** *** Hi,
The dispute for Revdex.com complaint ID *** has been resolved
Thanks you
** ***

Hello,
I was forwarded this complaint as it is in my coverage areaI will reach out to this cusotmer and see what we canb do to offer a resolution to the issue
Thank You!
*** ***
Superior Eneregy Plus

To whom it may concern,
After reviewing the complaint, I have contacted the customer and explained what the labor/costs associated with this service billingThis one invoice should have been billed out separately for all visits that pertained to the original service callWhen we
sent out our invoice for all calls it did not break down each hours/labor associated with each callWe are only able to lump all labor into one invoice which I understand how it would confuse a customer if they were looking for a per call breakdownI confirmed that only one service call charge was charged to customer, and all other charges were due to labor/materials which were equal to the time the technician spent at customers residenceThe last call was also at no charge due to a faulty piece of equipment stalled on visit #I will apply a $credit to customers account for being a valued customer that the customer can use towards this billThank You,
Kevin B***
CSC Manager
Rochester NY

According to our records, the customer
signMay 22, on Superior’s Electricity Variable rate plan
which had
an Introductory rate of $kWh through July 31, and a variable price
thereafter An Electricity Enrollment
Confirmation was sent to ***@gmail.com (copy attached) which was the email provided upon
sign-up. Superior Plus Energy became the
customer’s electricity supplier effective June 24,
As
of May 5, we do not have any record of the customer contacting our
Electricity Customer Service department either via phone (###-###-####) or
email (***@Superiorplusenergy.com)
The “adjustment charge” of $
appearing on the customer’s billing period March 24, 2014-April 24, is a
result of the customer not being billed for the “Generation and Transmission”
charges for the period February 24, 2014-March 24, This amount consists
of kWh used at the rate of $kWh
We contacted the customer on May 6, regarding
her complaint yet there was no answerLeft message with our number for
customer call-back. Followwith an
email to the customer on May 7,
As of today, the customer continues to be
on the Electricity Price Plan with usWe have not received a reply from the
customer via either phone or email nor any request from the customer or
notification from PPL to have the Plan cancelled
Regards

We do apologize for the delayed response to your propane leakThe delay was caused by a breakdown in communication and had nothing to do with your credit standingWe take all propane
leaks very seriously We have gone over this situation with all employee involved and taken corrective action.
Thank You
*** ***
General Manager, Southern N.YSuperior Plus Energy Services

The customer called in on March 7th saying that they have changed companies and will call us back when the tanks are ready to be picked upLooking at the log files we have not recieved a call from the customer as of todayI will turn this over to the service dept and have the tanks picked up on
March 11th
I hope this clear up any confusion regarding this matter

We are very sorry to hear of your trouble with our services. Your satisfaction is of utmost importance to us
As of today (5/14/2014), we can confirm that the full disconnected Propane tank in question has been picked up from your residence. Your account has been credited
$710.00, leaving a balance from the last delivery of $0. In addition, you will be refunded $due to a credit in your favor. The credit has been processed, and will be mailed to you via a third party check in three to six weeks.
We again apologize for the events that caused you to lose faith in our organization. Thank you for your many years of patronage and loyalty
Sincerely,
Superior Plus Energy Services

#[redacted] – We apologize for the poor service you receivedThe propane tank was picked up on March 5th
"">Thank you
[redacted]
General Manager, Southern N.YSuperior Plus Energy Services

We would like to thank you for taking the time to provide us with the facts and constructive criticism.
We have credited the account for the service call in question. You may call the office or mail in your payment for the remaining balance.
Thank you,
Superior Plus Energy
21 Traver Rd.
Wilton, NY 12831
###-###-####

I left a voice message for the customer to call me back to resolve this issue.  This was clearly our mistake & we will rectify it.  We have also reached out to the customer via email an awaiting a response.
Regard

Griffith Energy, Burnwell Gas and Superior Plus Energy Services have made a significant investment both financially in Equipment/tools as well as in training hours and staff to be the...

best in industry not only to remain compliant with Federal, State, Local regulations and industry best practices and use this philosophy as a way to provide customers’ assurance that we hold the customers’ and our employees’ safety in high regard in our business model.  We are a company that will respond with professionally trained personnel if a situation warranted it and not everyone we compete against can make that claim. 
•     Driver/Tech training - Safety and regulatory
     
•     Safety and regulatory equipment/tools for drivers/techs 
                FR clothing, safe level monitors
•     Safety and spill response
                 Propane equipment/Oil tank failure
•     Corporate Propane and Environmental expertise
•     Propane tank sets installed and maintained professionally and safe.
 We have tried to recoup additional cost previously strictly by unit margin in the price of our product and it is hard sometimes for a customer to understand this when comparing us to other local regional marketers who may not have invested money and time in their employees and equipment.
 Your contracted pre established volume/fixed price for 2013-2014 heating season is at $1.899 and market secured for you as a valued customer, where as current rates for non secured valued customers ( Variable Market Rate) has gone near and above the $3.00/ gallon and are also subjected to the Hazmat fee.
 Our Winter Fuel Price Protection Agreements do have under (the Price) does not include or exclude additional charges that may be incurred, "the Price" represents the agreed price for the fuel only and does not include any additional charges that may be incurred such as service to the customers heating unit, delivery surcharges, heating unit or appliance security plans, equipment rental fees , or other if any.
 We apologize for any hard ship or misunderstanding in this matter and all fees are held back as long as possible to our customers and we strive to provide the highest level of service, quality products and safety to our customers.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10112316, and find that this resolution is satisfactory to me as long as my account is not charged for the reconnection or the state mandated pressure test.   The issue was not nonpayment. Payments were being made from 4/4/2014 and I have the records to prove it. Also, the business left out one part of the agreement. The CSR Jen from Superior called me this morning to tell me they were sending someone out and I need to be home for State mandated pressure testing.  While explaining the decision that the corporate credit office made, she metioned our account would be "pay on delivery" from this point forward once the outstanding balance is paid in full.
Regards,
[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.
My view on this matter is that...  When the driver came out the second time he did not know that he had to lift the roof above the tank to fill it... This is proof enough to me that he did not fill the 100 gallons the first time... It was shown in the companies records that I had a $290 credit and I was personally told this and that the reason for this was because the driver did not fill the tank the first time... Yes I admitted to having a hand written receipt from the driver BUT all it proves is that I paid the $290 not that it was delivered... Now that the 100 gallons has been delivered the company has sent me 2 $25 vouchers AND they are taking $290 off my HEAP grant... I do not feel that I should lose money because of the companies mistake and $50 is NOT worth the 3 days I had to sit in the cold... I am contacting an attorney to get legal advice on what my next step is in resolving this matter.
Regards,
[redacted]

We did have trouble locating this account and still can not find one. The customer does need to make the front gate aware that we will be coming so they will let us in. If we can not get into the gate we have no way of accessing the tank. We will make sure that we get the tank picked up by...

September 26th as the customer requested.

We have been with the company for 6 years and haven't had much problem. The service starts going downhill in the past two years. We are on automatic delivery plan so the company will send delivery based on their estimate. Last year they somehow "forgot" to deliver and our propane ran out. We had to call and were frozen for a day until they deliver and had to re-start everything. This year they seem to forget again. When I found that the level is low to 10% I called and was told they'll deliver "today". They didn't come. The next day I called again and was told that it'll be deliver "today", and they didn't come. The third day the house already smell horrible as propane was running out. I called in the morning,and was told "OK, we will deliver today". I waited till afternoon, no one come, had to call again, and said "OK, we will deliver tomorrow". I had to shut down the heater and the house still smells horrible with propane odor. I cannot get through the night without propane. This is totally ridiculous.

I tried to reach out to this customer 3 times, twice by phone & once via email.
She returned by call asking to email her or let the Revdex.com know what refund we will be sending and we will not be refunding anything.  Customer was only with Superior for 4 months prior to Superior...

selling the electric division to Public Power.  Below are the details from her account.  Attached you'll find correspondence with this customer from March & April of 2014.
·       
Customer signed
Electricity Variable Rate Plan on December 5, 2013 at $0.065 cents/kWh fixed
thru January 14, 2014
·       
Confirmation email
along with T&C’s sent to customer via email on December 5, 2013
·       
Began supplying
electricity to customer eff December 27, 2013
·       
Last date we
supplied electricity to customer was April 28, 2014
·       
Customer was billed
correctly

January 6, 2015
To address
concerns:
We prefer to deliver while the
truck is in the area and normally can accommodate given enough notice.
Delivery
times (scheduling) are not contracted.  Scheduling
changes are based on customer consumption which is difficult to know until
after a delivery is made.  It is most
efficient to deliver to nearly empty tanks all in the same area; however, this is not realistic nor in the best
interest of the customer.  Propane boils
at about -40 degrees Fahrenheit. 
Vaporization can become an issue when a tank falls below 10% and the
outside temperature drops especially in sub zero temperatures.  The result could cause a disruption of
service even though the tank technically still has product in it.
The actual
total of the December 24th delivery was $120.80.
The payment
of $500 on January 2, 2015 was received and posted on January 2, 2015.
We have
removed the charges from December 16th and December 24th
totaling $19.24.
Some
locations have great variability in usage and are difficult to predict; going
to a monthly delivery schedule will likely work in spring and fall but will not
be favorable in summer or winter.  We
recommend a lighter delivery schedule in the summer.
 Sincerely,
 
Scott
[redacted]
Branch
Manager Watertown
Superior
Plus Energy Services Inc.
D/B/A
Griffith Energy

Customer account has been zeroed out with zero balance due.
Customer was contacted 3/9/16 to confirm.
 
Thank you
 
Frank P[redacted]
CSCM Mananger
Twin Oak Branch

To whom it may concern,
We received the customer's ([redacted] &...

[redacted]) order for fuel on March 3, 2014, delivery was made on March 4, 2014.
The [redacted] are Call In customers, those not on auto refill, and are asked to notify us when their tanks are at 30%.  There may have been some confusion with the customer on this point.
We do advise customers of or operating procedures regarding when to place an order to ensure the best possible service.  Receiving an order at 30%, or higher, allows us to fit their delivery into the schedule in a timely manner.
We do prioritize deliveries and attempt to deliver to customers in the order we receive their request.  The Story's delivery request was prioritized and run ahead of many others that were received weeks in advance.   
Sincerely,
[redacted]
Customer service Center Manager

...

                 January 5, 2015
 
From December 19, 2013 to February 03, 2014 we delivered
about every 2 weeks because of consumption versus tank capacity.  When we tried one
month, it ran out on March 2, 2014.  Keep
in mind the number of deliveries a customer gets does not increase or decrease
what a customer uses.  Only consumption
rate increases usage.
 
 If an account
requires the energy source to provide only for heating conditioned air space
and a control like a thermostat is left in a single position for a season, it
becomes relatively easy to predict the next need after bench marking a series
of deliveries based on degree days against the usage.  This is similar to calculating mileage in a
gasoline powered vehicle.  City driving
versus highway travel affect calculated mileage. In the case of 300 miles of
city driving, the amount of fuel purchased does not change whether it is filled
once or a multiple of times.  The same
number of gallons (or amount of fuel) will be required to start and end with a
full tank.
 
In residential use, other factors may need to be considered
as a thermostat is turned up for periods of time and turned down for periods
of time.  Since it is impractical to
track when a thermostat is changed up or down, one must attempt to utilize an
average.  The average works well if the
temperature adjustments are consistent rather than sporadic such as the heat is
turned up to 68 degrees Fahrenheit (F) from 5:00pm to 10:00pm every day and set
at 62F the rest of the time. 
Inconsistent adjustments like 70F for three days, set at 55F for two
weeks while away, back to regular schedule for a week and then a change in
schedule for a week to accommodate visitors.
 
Water heaters that consume the same energy source are
practically unaffected by degree days so an estimate can be used for that
specific need on a monthly basis.  The
type of water heater affects monthly usage as well.  Again, this is normally consistent usage but
a significant change in the volume of hot water consumed (showers, laundry,
etc) will affect energy source consumption. 
An atmospheric water heater will generally consume more energy (could
lose about 7 degrees F per hour) than a storage water heater off of a boiler
that will normally be more efficient (some lose about ¼ of a degree per
hour).  In any one period between one
delivery to another, consumption can be affected by changes in water usage,
changes in recreational fireplace usage, change in number of occupants during
this time (like visitors or those leaving for college), activities increasing
or decreasing heat-loss (door opening to an unconditioned space), change in use
of alternative heat (such as electric, solar, oil, wood, etc), change in baking
habits even if not fueled by the same energy source (oven can be a significant
source of heat) and degree days among many other variables.
 
With that said, we attempt to schedule deliveries that make
sense.  If a driver arrives for a
scheduled delivery and observes it will take less than what we expected, in
most cases we still make the delivery rather than reschedule another fill
later.  In cases that the tank is full or
very near full, the driver may opt not to deliver and turn the ticket in to be
re-projected.  This often happens if
usage has significantly changed for any of the reasons mentioned above.  It is not our intention to have such
variation of delivery volume but it is not unusual to see occasional or
recurring variability.  Certainly too
large of a delivery is a concern as we do not want a consumer to run out nor
having a small delivery which is less efficient.  We intend to find a balance in deliveries
between supply and need.
 
We can see variability in many people’s habits of fueling
their automotive.  Many individuals that
always fill up, rarely fill up if the vehicle will take less than say five
gallons but normally do not wait until they have less than a gallon left.  Most fuel up somewhere in between based on a
gauge or a trip meter.
 
 
On 12/24/14, at customer request, this tank was placed on
delivery every 4 weeks but be aware that actual delivery may be previous week
or following week depending on workload. 
Customer has indicated they will call if they feel they need an earlier
delivery (please give us 48 hour notice so we can coordinate with other scheduled
deliveries when in the area).  The
workload can be affected by a number of things such as weather and occasionally
by unscheduled supply or mechanical interruptions.  As mentioned earlier, this location did not
make it from February 3rd to March 2nd and ran out of
product so this may cause the customer to experience a run-out situation if
consumption is greater than tank capacity between deliveries.
 
Our customers are supplied with a monthly statement which
provides a transaction history of fuel purchases and payments received on the
account.  We certainly wish to work with any concerns a customer has.
 
 
Sincerely,
 
[redacted]
Branch Manager Watertown
Superior Plus Energy Services Inc.
D/B/A Griffith Energy