Superior Plus Energy Services, Inc.

On behalf of Superior Plus
Energy Services dba Griffith Energy in Palmyra N.Y. we offer our apology for
the mistake made in the billing of this account and the fact that instead of a
phone call that this had made it onto collection efforts. I have reviewed the
account and it appears that...

the only collection efforts were those of our in
house collectors only, thus this has not and will not proceed onto ANY
collection agency or affect your scores in any way. [redacted] simply assists us
in our collection efforts and does not report anything without our approvals.
This has been closed out and has been corrected in both systems.Again I want to express
our deepest apology for the mix up and I have placed a $100.00 coupon to your
account as again a way to express our wish to keep you as a preferred customer. If you need anything
further please feel free to reach out to me directly. Thank you,Bryan M B[redacted]

...

                 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

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 don't want anything more from Superior Plus, I just wanted to record a response to their handling of my original complaint.
Regards,
[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. 
We had a discussion with a manager from Superior today, and we arrived at a suitable compromise, given unusual conditions in the propane industry, i.e., supply and demand issues due to extreme winter conditions. 
 
Thank you for you help with this problem.
Regards,
[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 called Griffith Energy and spoke with a...

lady named Jane; she explained the process to me, that the credit has to be approved by corporate and that may take a while to go through. I will NOT believe this issue is resolved until I receive a check for the total amount due.
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.
Regards,
[redacted]
Everything mentioned is correct and is exactly what a mediator will conclude as being correct. The only thing they did not mentioned that they day schedule for the delivery when my wife was home to receive, they were "NO SHOW" they came the day after and she had a doctor's appointment. Now doesn't that seems to you as an everyday procedure or is a way to get more money out of you?  I do understand the safety, I have no problem with that.
My problem is they did not come the day they were schedule to come, but how convenient to come the following day and we have to pay the consequences for their negligence . Just not fair. I really made several calls to different propane companies about 75%  do this.  I want people to be aware. Never had a problem with Montour they took over and everything just changed.

2/3/14
RE:  [redacted]

class="MsoNormal">Complaint #[redacted] dated 1-30-14
Ms. [redacted] complaint asks for, “one unified policy,” but appears to raise three questions -
1.       What is the minimum volume purchase requirement?
2.        How much fuel did she pay for in November?
3.       Can the account be transferred to the Wyoming ?
The customer’s class of service is Cash on Delivery and Will Call for delivery using a 500 gallon tank.  They do not have check writing privileges so deliveries must be paid for at time of delivery with cash or a credit card.  Our company policy in this area for propane orders to tanks of 330 gallon capacity or larger is 150 gallons minimum.  Our policy regarding home heating  oil  was modified in 2012 to allow for 100 gallon minimum delivery orders.  Each individual service center is allowed the flexibility to respond to individual customer needs. Customers on Will Call are asked to order when their tank gauge is at 20% to prevent special delivery charges and service interruptions.
 Our records show that in November a policy exception was made and a 100 gallon delivery was released.  The [redacted] were informed of this prior to the delivery being made. The following  is copied from a log  that we keep of customer contacts. 
                Created 11/21/2013 12:05pm [redacted]
“CUSTOMER CALLED AND WAS VERY UPSET THAT HER TANK IS LESS THEN 5% I RELEASED A TICKET FOR 100 GALLONS AND GAVE HER TILL NEXT FRIDAY THE 29TH TO PAY IT...”
This home is located within the Alden propane service area.  It is about 13 miles one way from our office.  The Wyoming facility  propane service area ends at route 98 in Genesee and Wyoming Counties.  It is about 23 miles one way from that office to the [redacted]’s.  It would make little sense  to move this customer’ s service location farther away.
If the real question here is will a 100 gallon delivery exception be made, I would say yes.  They can call the Alden office to confirm arrangements.
I hope this answers the complaint

On Friday, Feb 14th. we had technicians install at temporary propane tank at this location since delivery by  bobtail was inaccessible after the storm. We will be working with [redacted] to determine if we can install a larger tank size that would accommodate her for a once a year...

delivery.  Due to the challenging weather conditions, techs and drivers have been running seven days a week to accommodate our customers. WE regret that we could not make this delivery in time.
This is our second response. Not sure if our first response went through.

Our Customer Service Manager has contacted customer and apologized for any inconvenience. Monetary adjustments have been and statement has been sent to customer to confirm everything is resolved.

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. 
The information provided from Superior Plus Energy is not accurate, I never called to transfer service. Once again I am asking to have my energy charges adjusted to the proper amount. Thank you for your time.
Regards,
[redacted]

Complaint ID [redacted]To whom it may concern:01/08/15I am responding to the above complaint filed with your department regarding a fuel delivery made to a currentfuel oil customer at the request of the HEAP department of Monroe co. Upon thorough Investigation of thiscomplain,...

please find our below findings and resolution.On November 8th our driver was at this location and did In·fact make the delivery of 100 gallons (attached copy ofdelivery ticket). There is some concern of the customer gauge not working properly and that was explained to thecustomer. Customer admits to having copy of 11-8-15 delivery ticket and that the driver had even stepped into thehome after making delivery to collect payment from homeowner personally. Ticket was not our usual "Raven"delivery ticket as drivers unit had malfunctioned. This ticket was hand written and then printed with printer fromtruck.1/7/15 our driver has returned to make an additional requested delivery (Heap request). Again the gauge oncustomer tank Is not reading properly showing a 1/4 tank under where It should be after delivery was made.For these reasons I do not believe that a refund in the amount of $290.00 is required. Although I am willing toprovide the customer with 2 coupons in the amount of $25.00 each for the frustration they have endured.Please if you have any questions, you can contact me at ###-###-#### or e-mail @[redacted]@griffithenergy.comThank you[redacted]CSC Manager @ Superior Plus Energy

Mrs. [redacted] was contacted by phone and the complaint was
resolved in the following manner:...

The last delivered propane gallons will
remain priced at the delivered rate of $3.049. In turn, Griffith Energy will
refund all gallons remaining, at the
time of tank pick up, at the same rate. All
service and discontinuation fees associated with ending service are to be
waived. Mrs. [redacted] is not required to make payment on her account until the
equipment is removed from her property and she has been credited for the
remaining gallons.

Good Morning
The correct pick up date should have been April 16th by end of business day. Once the equipment is received the paper work will be submitted for any refunds due. This process takes approximately 2 weeks to receive a refund and I apologize for the miscommunication.

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]

Customer called and requested a delivery, we did advise that we can only fill the tank and do no do partial delivery's. We delivered the next day and since the tank was empty it is a safety precaution that if there is no one home the driver locks out the tank in case of any leaks. We then had to go...

back and do a leak test and unlock the tank when the customer was home. We charge a fee of $87.95, customer was not happy with that charge. I did offer to split the cost with her so that they would only be charged $43.98. customer refused and requested that we pick up our tank immediately. We did pick up our tank per the customer request.
In our opinion we tried to resolve this with the customer and they refused and canceled our service therefore we carried out his request and picked up the tank.
please advise if you feel this outcome is unsatisfactory

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.
Regards,
[redacted]
My Bill was adjusted to a credit on the following date of 10/21/14 -$1,120.93 only, for 325 gallons. Fill up was 400.1 gallons on 3/21/14 so apparently I used 75 gallons , the bill was $1,389.56 for 400.1 gallons @ 3.49 a gallon I feel that I only owe for the 75 gallons used at $3.49 a gallon = $261.75 plus a hazmat fee of $9.62= $271.37, not the current balance saying ammount due now $404.29 plus existing Service charges for $20.99 10/12/14 , 9/11/14 another $20.99 , 8/12/14 $20.99 , 7/13/14 $20.99, 6/12/14 $20.99, 5/13/14 another sevice charge again $20.99. Service charge for what ? When I called back in May 2014 to have this tank removed & wait til Spring of 2015 to have tank removed and pumped and off my property in unacceptable, Why the long wait? Also the balance is = $404.29 meaning I being charged $5.39 a gallon for 75 gallons at unfair pricing. Why am I paying more now? There is no itemized bill, and I did not also see a current bill since 10/12/14, as I looked online to see my current history balance. Also my last bill dated 10/12/14 was $1525.22 also included was a Third Party Notification, and on my bill clearly stated Deliveries and Services are Suspended. I do not feel that I owe these ridiculous charges of $20.99 for late fees when this could of been taken care of back in May 2014, When several attempts were made to communicate with Burnwell. This current balance of $404.29 I do not agree upon as I have lost several gallons of propane back in March which I was not compensated for at all.

Mr. [redacted] has called the Alden office.  An adjustment was made to his account.  Burnwell personnel visited to plan for pump out and removal.  While doing so it was determined the tank, which is buried, could not be pumped down.  The next step is to have it excavated and...

removed.  I would want to do this in the spring so the lawn has a chance to recover.

To Whom it may Concern: 
I am in receipt of your complaint dated 09/04/2014.  I have reviewed your account history with our Rome Customer Service Center and believe that we can propose a mutually agrreable payment arrangement between both...

parties.  We believe that you have received monthly statements which reflect your account activity and would be happy to provide a recap of your purchases with our company.  We are not ina position at this time to waive the existing balance on the account but do believe that we can provide a satisfactory payment schedule to you.
Thank you for your concern. Our Rome office will contact you to discuss.
[redacted]
Superior Plus Energy Services Region Manager

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.
Consumer called Revdex.com, refund check to be mailed on 7/11 has not been received.
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.
As you can see the matter has not been resolved and it will not be until they rescind the delivery fee which violates our written agreement.  I see this as a breach of contract.
Regards,
[redacted]