Total Home Improvement Dudes

Contacted the customer to let her know we have a call into Washington CTY Heap deptto see if we can help her get assistanceI explained how the Auto delivery system works and is based on Degree daysWith it being colder in March the system will prompt deliveries soonerIf a request for stop delivery was made, We did not do..If we are unsuccessful with HEAP assistance another option is to remove one of the tanks just filled and credit back the account for the gas removedI'm sure we will resolve with one of the above options.Respectfully,Customer Service Center 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 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]

consumer called stated this issue has been resolved

Complaint ID [redacted] To whom it may concern: May 7, 2015I am in receipt of the above mentioned complaint date 5/5/First of all I do apologize for the issues that arose here and assure you that this is NOT our business practicesThe equipment WILL be removed NO later than 5/8/and there will be NO fees at all appliedI have spoken to our service manager and he will be returning equipment free of any fees with a full 100% refund for all gas in the tank Again I apologize for the inconvenience and look forward to clearing this up rapidlySincerely: [redacted] CSC Manager at Superior Plus energy

I am writing in response to your email below concerning Mr [redacted] Revdex.com complaint (# [redacted] below.Our local manager has reviewed the installation charge as disputed by Mr [redacted] below and adjusted his outstanding bill for the work from $to the $quoted at time of install This updated has been confirmed credited to his account in our system, and $is all he owes in regards to the installation charge at this time The local manager did try to reach out personally to Mr [redacted] , but was unable to speak with him at the time of the callA message was left with all pertinent information regarding the adjustment, which we believe to be to his satisfaction.We do sincerely apologize for any misunderstanding with Mr [redacted] on the bill and hope to earn his trust back by providing excellent Propane Delivery Services at his home in the future.Please feel free to contact me with any further questions or concerns regarding this matter

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 find that this resolution is satisfactory to me Regards, [redacted]

I talked with Mrs [redacted] in reference to her complaintWe did agree that she could have had better service when it came to her concerns and I apologized for the inconvenience this caused herI took off the service charge for the call out and the late feeIn addition due to the hardship caused I removed the fee for the delivery.I did provide her with my number so if she had issues in the future she could talk to me directly[redacted] CSCM Griffith ENERGYLowville/ Boonville/ Old Forge [redacted]

Superior will refund [redacted] (6/07/2016) payment of $and pick up our equipment in thirty daysPlease contact the local office if you find another supplier prior to July 18th

Superior Plus Energy Services offers several different programs to it's customers to help manage their home energy costsOne of those programs is a fixed price program which is the one Tiffany G [redacted] signed up forOn March 6th, she signed our residential credit application, our propane customer service agreement and she signed the fixed price contract on 03/19/She was emailed a copy of the signed contract todayThe contract is for gallons or until April 30th of whichever comes firstThe early termination fees are clearly spelled out on the signature page of the contractThe early termination fee is $plus a $tank pick up feeThese fees are necessary because we purchase 100% of the gallons that we lock in for our contracts, so if a customer changes companies after they sign it, we are stuck with the productSuperior only charged her $for the pick up fee plus the $termination feeWe also gave Ms G [redacted] full credit for the propane that was left in the tanks when we picked them upIn good faith we are offering to lower the price per gallon on the on her contract, and I will be more than happy to remove the fees if she continues to buy product from us for the term of the contractI'm hoping to speak to her today or tomorrow so that we can not only come to an agreement, but to also try and convince her that being a long term customer of Superior Plus Energy Services would be a great choiceGreg R [redacted] Manager Superior Plus Energy Services

I met on-site with Mr [redacted] and straightened out any mis-interpretation of code or Superior Plus policy and procedure We are able to safely service and deliver to this home with no compliance issuesI did apologize to Mr [redacted] for the delay, and did credit his account to make him whole for the delivery that he had to get from his former supplier I did extend (and Mr [redacted] accepted) all pricing contracts, terms and conditions of the original expectation as above I did thank him for his patience while we worked though our issues on compliance and procedureWhile we endeavor to service our new customers in a timely manner according to their schedule, we will always err on the side of safety, caution and ultimately complianceMy most sincere apologies to Mr [redacted] for any frustration caused from this delay to service his home, but I feel we have reached a good compromise on this issueI hope we are able to earn more of his trust in the future by providing safe and timely deliveries and service to his home for years to come.-Chris B [redacted] Local Branch Manager Providence , Rhode Island

This complaint was resolved on 2/9/at 11:00AM where I personally hand delivered a check to [redacted] in the amount of $On 12/21/we issued a refund to be sent to Ms [redacted] from our 3rd party vendor( [redacted] )Each refund usually takes 2-weeks to process and get delivered by [redacted] On 1/10/we realized the refund check has been sent to the wrong address after a few calls from Ms***, and we issued another check and told Ms [redacted] unfortunately it might be another 2-weeks for our 3rd party vendor to process and get deliveredWe also apologized for the inconvenience this might cause her and she can expect the check soonOn 1/29/18, Ms [redacted] called in again this time was upset as she still did not see her refund checkWe did verify the check was re-issued and was being processed and being sent to the right address, and told her to keep an eye out for it as it should be there any day nowOn 2/8/she called in again and said she still has yet to receive her check and again was upset due to the length this process is takingWe don’t know what happened to the check as it was never cashed and delivered to the right addressI spoke to [redacted] on 2/8/18, and wanted to get this issue resolved immediately so I asked our AP department to cut a check and I will personally deliver this check to Ms***On 2/9/Ms [redacted] thanked me for bringing her refund check to herI again apologized and was glad that she got it nowShe was happy with the resolution

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 belowI 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 notI 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 safeNo 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 bottomSafety 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 trendingI 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 [redacted] 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 youSGF Fire Department ###-###-#### Please ask for the Chief as he was the one who evidently does not know what he is talking about Regards, [redacted]

This letter is in reference to a complaint regarding a delivery made on or around December 15th, It was mentioned that the delivery was not made in a timely manner and this caused a run out of product and resulted in frozen pipes in the home, also mentioned in the complaint was a lack of response from the office to obtain a print out of the delivery historyWhile I understand the concern for the problem with frozen pipes during the December time frame, the account has been on a will call status since May 3rd along with being COD ( cash on delivery) where a payment is needed before we can release a ticket for deliveryOur policy for will call customers is that the delivery will be made within to business days The call for a minimum delivery of gallons in question was made on December 22nd, this was business days after the request was madeI do apologize for the lack of communication for getting you a delivery history reportI know that after discussing the request with my Customer Service Representatives and the information was recently providedOur continued goal is to provide a constant supply of fuel to our customers and to include non-automatic customer as well We strive to work within our parameters when delivering to you customer base to ensure we stay on schedule to avoid any issues with current customersWe appreciate the continued business since the issue at hand had occurred

To whom it my concern, This account has been changed from auto delivery to Will Call/CODHis account was credited $for the November run out and December to April late fees were also dropped, because the change was not communicated properly from our endThe change to his credit status is due to the past three deliveries (each) taking in excess of four months to pay forIn we wrote off $of late and returned check feesCustomer has not responded to letters sent or phone calls made, unless he has been out of productOn May 13th I dispatched a service technician to this residence to drift in gallons and perform a leak test/gas check on the system and make sure appliances were working properlySince then we have not heard from the customer Going forward if the customer would like a delivery, he will need to contact the local office and make payment arrangements prior to a delivery truck being dispatched Sincerely, Chris B***

We apologize for the delay the customer experienced in receiving their refund check A check was mailed to the customer on July

This customer was notified last spring , of the safety issue with his oil tank, there is no whistle , which allows us to safely fill his oil tank He has refused to get it fixed We did deliver with a small pickup truck but this is only for emergency deliveries not our standard form of delivery on regular basis, and he is aware of this In the fall of 2017, I personally informed him that we would not be delivering until the safety issue was fixed, he told me he will find another oil company We are reimbursing his account with the full amount of his service contract which is $, that will be done by Monday 1-8- I informed Mr [redacted] of this process just this week, and again he told me he has another oil company And under our service contract terms, if oil is purchased from another company the service contract is null and void He refuses to fix the safety issue, and wants us to continue with the deliveries using our small truck which we do not do as a course of business We are no longer servicing the accountAny other questions let me know, thank you

Customer account has been zeroed out with zero balance due.Customer was contacted 3/9/to confirmThank you Frank P [redacted] CSCM ManangerTwin Oak Branch

First off, thank you for being a past customers as we hate to see anyone leave us and switch to another fuel supplier. Every fuel company has a "tank pick up" fee that is applied when a customer switches to a competitorIt is typically on the back of the tank agreement paperwork that is
reviewed by the salesman during initial set up, and then it is signed when the tank is set by the service techCustomers do ask if other relatives can sign the paperwork upon the tank being set as the appointment is during business hours and we understand our customers have to work and generally won't be homeOur tank pick up fee is $dollarsYou had a credit of $dollars of propane due to what was in the tankInstead of taking the $dollars off of the $dollar pick up fee and charging you $dollarsWe wiped the bill clean so you would not have a $dollar billThank you for your past business and we hope to serve you in the futureWe have credited back the $dollars to the account, and wiped off the tank pick up feeYou should receive the credit in 3-weeksThanks again

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,
*** ***