Superior Plus Energy Services

I am responding to the complaint by Mr[redacted] 1/26/15.The charge of $was not a tank pick up fee.It was a service call we did for Mr [redacted] on 7/16/14.Mr[redacted] had a new water heater installed and according to code any time a system is depressurized or a new appliance is added a system inspection must be done.The inspection was completed and the invoice for $was signed by Mrs[redacted] Sincerely [redacted] Branch Manager Potsdam Griffith Energy

Griffith Energy has fully responded and explained reasoning for implemented Fee Notice/ Hazmat Regulatory Compliance Fee effective January and consumer contract information on complaint ID [redacted] in respects to “wave delivery fee” on 03/05/ With all due respect we again apologize for any misunderstanding or hardship this may have caused and we stand behind our compliance to customers and employee safety , insurance, OSHA , environmental practices, providing the highest level of service , quality products and safety to our customers and community

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 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 correctThe 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 appointmentNow 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 fairI really made several calls to different propane companies about 75% do this I want people to be awareNever had a problem with Montour they took over and everything just changed

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]

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]

The customer was contacted and offered a lock in rate of $for all deliveries made between January 1st, through May 1st, The customer accepted the offer as a fair and agreeable resolutionThis matter is considered settled by Superior Plus Energy Services, Inc

The original price of $was an introductory price for the first tank fill Subsequent deliveries would be at our retail posted pricing based on market conditions which is how deliveries have been made The price was not a guaranteed fixed price The State of CT mandates that every fixed price arrangement must be recognized by a signed contract and cannot auto renew; it must be renewed on an annual basis We have no such agreements with the customer Pricing during the 2013-heating season escalated signifciantly due to product supply transportation issues Wholesale costs of propane more than doubled during January and February resulting in propane consumers experiencing retails cost in excess of $4/gallon Prices have since declined during the month of March and average state prices are now in the upper $range The customer is on automatic delivery service, however, part of the service requires that the account is maintained within our credit terms of days and below the established credit limit The limitation on delivery is due to the balance exceeding our established credit terms and our efforts to continue to provide the customer with fuel Payments have not been sufficient to reduce the balance to be within terms and our credit department is attempting to work with the customer in a manner that is consistent with our established delivery and credit policies for all of our customers

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 If after business days I have not heard anything regarding my refund, I will contact your organization again to resolve the issue Regards, [redacted]

I called the customer on Friday, September 25, at 11:AM and left a voice mail Mrs [redacted] returned my call on Tuesday, September 29, at 3:PM Mrs [redacted] explained the situation She was most upset by how she felt she was treated during the phone conversations I assured her that I would use her experience and feedback as a teaching opportunity for my staff She understands why we can’t remove her boiler for free She also said that she is behind on her payments to us and will do everything in her power to catch up on her past due amounts She thanked me for calling her and listening to her concerns

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/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 A contract was signed when we began services with Griffin Energy, the office that supports Superior Energy, that is located in Watertown, NY When I asked about the large bill that we had at the begining of it was explained to me that we are set up on a schedule to get our tanks filled Most likely that schedule was a once a month basis At the begining of that schedule was ignored and out tanks were filled multiple times in a day period I was told that because of the temperatures drastically changing and because of the hard winter customers tanks were being filled more often and that Griffin makes the determination on delivering more to their customers based on weather conditions and temperature Because of this my gas bill reached $1500.00! Now we are being subjected to the same thing again When I called in December to ask why my tanks had been filled on the 4th, the 16th, and the 24th I was told that they were only trying to prevent me from running out of gas That reasoning would be completely acceptable if the tanks were close to being empty, but this is not the case From the December 4th to December 16th is only days From the December 16th to December 24th is only days When the truck came on the 16th I called and asked why my tanks were being filled again I was told that it was possbile that the delivery truck that came onDecember 4th possibly did not have enough to fill my tanks If that was the case I was not notified of my tanks not being topped off like there were supposed to be In that same conversation I was told that I was scheduled to have my tanks topped off on the 1st of January, but another truck came and filled my tanks again days later, on December 24thWhen I called on the 24th I was told that it is possible they went ahead and filled my tanks because they were "in the area" due to the fact that they have a limited number of drivers (which is not my problem) Once a month means once a month unless otherwise requested by the homeowner; in which case additional fees will be applied (a win-win situation for Griffin because they make more money based on the need to charge a fee for an emergency filling request from the customer)Perhaps the problem is that Griffin is not sticking to its customers contracted delivery times in addition to not using an efficient schedule for its "limited number of drivers" Either way it is not fair to me, as a customer, to enter into a contract that is being ignored and to be charged fees (i.edelivery fees every time they come to my home and fill my tanks) for deliveries that could have waited and should have been stopped especially if the driver sees that they delivered to the same home only or days earlier and the customer did not request a delivery The homes that the drivers deliver to are determined based on information that is genrated from the Griffin office Why is the office giving the drivers delivery schedules to the same house times in a day period if there is no record of the homeowner requesting a delivery? They are taking advantage of customers and being opportunistic because the cost of gas is high right now The bill that was left on my door on the 24th was for around $(I can't recall the exact amount) I have paid $for that bill via the Superior Energy website It was paid on January The transaction number is In order to resolve this issue I would like for any charges other than the cost of the gas to be removed from my account Once the charges have been removed I can pay the difference between the amount that I was billed on the 24th and the $that I already paid As I agreed with the customer service representative that I spoke with on the 24th; I will check my tanks regularly between now and February If I see that they are below 10% I will call and request a delivery Regards, [redacted]

On Friday, Feb 14thwe had technicians install at temporary propane tank at this location since delivery by bobtail was inaccessible after the stormWe 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 customersWE regret that we could not make this delivery in time This is our second responseNot sure if our first response went through

Very Bad company to do business with Staffs are rude and unprofessional Called Manger in RI, Chris B [redacted] , and never returned my callJust cancelled my oil delivery

[redacted] Revdex.com Complaint To whom it may concern, I have spoken with [redacted] at [redacted] *** regarding her concerns as outlined in the Revdex.com complaintAfter speaking with her we agreed to a course of action that provides her three options, they are: [redacted] will increase total annual gallons to a minimum of 1200, thereby making the our company’s investment in equipment a viable return on assets deployed If ***’s is unable to achieve gallons Superior Plus Energy will provide a Propane Cylinder Exchange cabinet and an inventory of 20lb tanks to offer her cliental the ability to get propane via tank exchangeThis option allows [redacted] to continue to provide propane to their customer base Final option would be to purchase the tank and pumping equipmentAfter speaking with [redacted] she thanked me for these options and indicated she was satisfied that her complain with our company had been resolved Please direct any further questions to me at the contact points belowJohn T [redacted] Franklinville NY/Warren PA Manager Route Warren PA ###-###-#### - Office ###-###-#### ###-###-#### - Cell [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 Regards, [redacted] ***

Issue # Technicians did not complete the original furnace installation due to their concerns with substandard work environment conditions A second set of technicians were sent to complete the jobIssue # Supplier shipped wrong part to Superior Plus Box was labelled correctly but had wrong part inside The installer, who did not notice it was the incorrect part, installed it Superior Plus has left customer a voice mail to apologize for the inconvenience A new appointment has been set for 4/23/to install the proper part

Complaint ID [redacted] 12/24/ To whom it may concern: In responding to the service complaint ID [redacted] our investigation of this account and the events surrounding this complaint, we have found the following: 1st The cleaning referenced was performed on 2/20/ 2nd The cleaning billed at that time was $ including all applicable taxes stands to be irrelevant to the complaint at hand, due to the timing of the cleaning in February and the known fact that the boiler would have still been used during the following 30-days after the cleaningTaking deliveries on 3/and again on 6/ 3rd October 2nd the customer did in fact request a service call due to NO HEAT/ NO HOT WATER At this point the technicians did respond to the request and repair the issue Replacing a zone valve in the unit and allowing the hot water to flow properly with total service billed of $ November Customer called reporting again a heating problem in the homeAt this time the technician again responded and diagnosed problem with an immediate but temporary fix in order to keep heat going within residenceIn this case our internal office staff should have recognized services performed as “temporary fix” and followed up with proper parts being ordered and scheduled return service call to install The customer did have to make return calls to the company to get this problem resolvedOn the 17th of December the customer’s final call was made and at this point a technician was dispatched and replaced the part(s) as needed to rectify the issue We recognize our service to our valued customer on final repair we did not respond in a timely manner that is required and or expectedFor this reason the service bill(s) post October 2nd have not and will not be billed to the customer (parts or labor)In addition we will be applying a credit on the customers act in the amount of $for the lack of follow up and or response to resolve his heating emergency Please if there are any further concerns or issues with this complaint contact me directly at ###-###-#### or e-mail ***@griffithenergy.com Thank you for your consideration in this matter [redacted] CSC Manager @ Superior Plus Energy

The customer was called by the local Customer Service Center Manager and was given an explanation of the charges and she said understood agreed with them Her account was reviewed with her by the Customer Service Center Manager and they agreed upon the remaining balance on her account The customer's questions were answered and the customer was happy with the results of the call

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/-$1,only, for gallonsFill up was gallons on 3/21/so apparently I used gallons , the bill was $1,for gallons @ a gallon I feel that I only owe for the gallons used at $a gallon = $plus a hazmat fee of $9.62= $271.37, not the current balance saying ammount due now $plus existing Service charges for $10/12/, 9/11/another $, 8/12/$, 7/13/$20.99, 6/12/$20.99, 5/13/another sevice charge again $Service charge for what ? When I called back in May to have this tank removed & wait til Spring of to have tank removed and pumped and off my property in unacceptable, Why the long wait? Also the balance is = $meaning I being charged $a gallon for gallons at unfair pricingWhy 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 balanceAlso my last bill dated 10/12/was $also included was a Third Party Notification, and on my bill clearly stated Deliveries and Services are SuspendedI do not feel that I owe these ridiculous charges of $for late fees when this could of been taken care of back in May 2014, When several attempts were made to communicate with BurnwellThis current balance of $I do not agree upon as I have lost several gallons of propane back in March which I was not compensated for at all