Superior Plus Energy Services

Customer called on 8-11-and stated they were out of propane, they are not automatic delivery and our policy is that we need at least a hour notice to be able to get thereThe delivery was made on 8-12-14, customer is to keep an eye on their propane tank gauge and call us when they are at 20%, so we have enough timeWe got there as quickly as we couldWe feel that this was handled in a very timely manor

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 The company did not send us any statements therefore we did not know that our account was outstandingIf the company does not want to take responsibility for their mistake than I am sure we can conduct our business elsewhereWe should have received a statement every month as I call in and make payments every month and we were not notified that we had this large amount due until about a month agoThe company needs to be more responsible and be more alert with their customer relationsThere is no reason for this to happen, if I had known about this sooner I could have made larger payments so that I would not be so far behind right now It is the companies fault that I am behind because I never received a statement until I called them and they said " oh sorry, well I can send you the last months statements if that helps"No this didn't help because I am over $behind because of the statements not making it to my residenceI would accept if half of the outstanding balance were to be covered by the company in efforts to accept their mistakeThere is no excuse for the company to conduct business in this matter, if I am making payments I expect to see statementsover a year with no statements? not professional! Regards, [redacted]

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 nonpaymentPayments were being made from 4/4/and I have the records to prove itAlso, the business left out one part of the agreementThe 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]

4/2/ $ Customer billed full tank gallons @plus Hazmat Fee 0.0001pt;">5/4/ Service Charge 5/16/ 300.00- Payment 6/3/ Service Charge 6/20/ 400.00- Payment 7/6/ Service Charge 7/15/ [redacted] called and said sold home; Closing was on 7/3/ 8/5/ Service Charge (this was reversed 10/8/14) 8/22/ [redacted] called regarding her balance 9/4/ Service Charge (this was reversed 10/8/14) 9/19/ Refund in process 9/24/ Refund issued 10/6/ Additional adjustment – did not figure the refund correctly 10/7/ [redacted] called about refund and said we did not pickup the tanks in a timely basis and that the new people used the gallons not her 10/7/ Per [redacted] giving credit for the gallons – new owner must have used the product 10/8/ 7.80- Two service charges billed after notification of home sale are reversed 959.76- Credit gallons @ plus Hazmat Fee 10/8/ Refund being processed

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 will contact them in regards to some questions/concerns I have and hope that it will be resolved between us from here out and that I will not longer need to contact youThank you Regards, [redacted] ***

We do apologize for the service you received as a automatic delivery customerI have changed your delivery schedule to more frequent intervals and applied a fifty dollar credit to your account for any inconvenience this may have caused [redacted] General Manager, Southern N.YSuperior Plus Energy Services

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

We do apologize for the service you received as an automatic delivery customerYour delivery schedule has been reviewed and corrections made where necessaryI have applied a fifty dollar credit to your account for any inconvenience this may have causedThank you [redacted] General Manager, Southern N.Y

# [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

This customer was contacted by our Service Manager, [redacted] They have rescheduled the cleaning for this Thursday and customer has been financially compensated for their inconvenience We consider this to be resolved

January 6, To address concerns: We prefer to deliver while the truck is in the area and normally can accommodate given enough noticeDelivery 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 -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 itThe actual total of the December 24th delivery was $The payment of $on January 2, was received and posted on January 2, We have removed the charges from December 16th and December 24th totaling $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 IncD/B/A Griffith Energy

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

Good Morning,Thank you for allowing us to respond to complaint ID # [redacted] regarding a past due balance for Ms [redacted] - ***We value Ms [redacted] - [redacted] as a customer and have gained valuable insight from discussions with her about our budget billing process and the way that accumulating balances are communicated to the customer We are working closely with our local offices and Credit Manager to continuously find ways to improve customer service and communications We will consider how to better inform customers of growing balances in the futureWe have worked with Ms [redacted] - [redacted] to reach an installment plan where she can pay off her balance over a month payment plan In a good faith effort to assist Ms [redacted] - [redacted] with this process, we have offered her a prompt payment option where she will be able to save up to $on her payments over the course of the plan, or approximately 17% of the balance We look forward to working with Ms [redacted] - [redacted] on this program and will have propane available to her on a cash on delivery (COD) basisPlease contact me if you have any questions or would like additional information [redacted] General Manager, Central NY Superior Plus Energy Services, Inc

In the interest of resolving this matter with the consumer, we have issued a credit to her account for the full amount of the delivery on 12/($422.98) Her account has been terminated per her request

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 serviceOnce again I am asking to have my energy charges adjusted to the proper amountThank you for your time Regards, [redacted]

Have this company for multiple service contractsWhat a mistake, not to be repeatedCall either their local or number and all you get is a recording of how important your call is to themDo yourself a favor and stay as far away from Surperior Energy Plus as you canThey don't give a [redacted] about their customers!

On behalf of Superior Plus Energy Services dba Griffith Energy in Palmyra N.Ywe 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 effortsI 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 $coupon to your account as again a way to express our wish to keep you as a preferred customerIf you need anything further please feel free to reach out to me directlyThank you,Bryan M B***

Unfortunately refund request had not been processed properly, therefore a check for the refund had not been sent Request has now been submitted and a check for the refund will be placed in the mail on 7/11/ Customer was contacted with explanation

2/3/ RE: [redacted] >Complaint # [redacted] dated 1-30- Ms [redacted] complaint asks for, “one unified policy,” but appears to raise three questions - What is the minimum volume purchase requirement? How much fuel did she pay for in November? 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 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 gallon capacity or larger is gallons minimum Our policy regarding home heating oil was modified in to allow for gallon minimum delivery orders Each individual service center is allowed the flexibility to respond to individual customer needsCustomers 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 gallon delivery was released The [redacted] were informed of this prior to the delivery being madeThe following is copied from a log that we keep of customer contacts Created 11/21/12:05pm [redacted] “CUSTOMER CALLED AND WAS VERY UPSET THAT HER TANK IS LESS THEN 5% I RELEASED A TICKET FOR 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 miles one way from our office The Wyoming facility propane service area ends at route in Genesee and Wyoming Counties It is about 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 gallon delivery exception be made, I would say yes They can call the Alden office to confirm arrangements I hope this answers the complaint

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