Total Home Improvement Dudes

As stated previously the customer requested all service calls and is responsible for those service fees The delivery in question was made December 10, Product that was delivered on that date was upon request from the customer as they were out of product on 12/8/12/8/customer called in and paid off balance on acct to receive service and delivery On 12/8/a technician was dispatched with gallons to start unit and get customer thru until fill delivery could be madeFull delivery was 12/10/ Customer has since consumed all product delivered months ago Again, customers account was on credit holdCustomer called in on 12/8/stating they needed service/delivery and paid off balance on accountOnce payment was made a technician was dispatched to start unit and drop gallons of kero to keep unit running until delivery could be made on 12/10/ Customer has since consumed all fuel oil deliveredCustomer is responsible for payment.Thank you

In response to the customers statement, please see the below details that I was able to extract from our customer logs.:-$HEAP payment was posted to customer’s account by our office on 11/20/17.-Customer called the office on 12/12/at 3:20PM and requested a delivery (fill) sometime that week
on routeNo tank level % was provided by the customer.-Customer ran out sometime that night 12/12/17, refused afterhours night service call/delivery.-After seeing that the customer refused afterhours night service on 12/12, we called the customer 7:42AM 12/13/and advised them we could deliver that day with an off-route charge of $65.00. Customer agreed, and we made the delivery that day. -Customer called back at 12:18PM on 12/13/17, complaining about the price of the delivery. We advised the customer that because they are COD/will call/HEAP, that no special pricing (pre-buy, fixed) is available, we let them know that they did get the $cents off for HEAP discount. Customer was belligerent, and customer’s fiancé then took the phone and was also belligerent. CSR offered to transfer the call so they could speak to a manager (me), customer declined and hung up.-Customer called and left a message on my voicemail Monday 1/10AM threatening to report us to the Revdex.com if we didn’t rectify the pricing. The complaint was already filed judging by the timestamp of the email below.In response to the customers desired settlement:-We have re-billed the 12/delivery that was originally charged at $per gallon at $2.99. The customer received an additional HEAP grant of $on 1/8/2018, and received a corresponding delivery at $per gallon on 1/9/18. Going forward, pricing will revert to the current market price, minus $cent discount for HEAP customers

Mr*** received a credit Check that was not meant for him. We reached out to him regarding the error. There was no advertising involved; it was a clerical error. The error was resolved and I regret he is unhappy, but the money did not belong to him

7/7/15Good Afternoon,
Thank you for the opportunity to respond to this customer
complaint. We place a very high value on
each of our customers and are always interested in making sure we handle all
billing practices fairly, including when a customer decides to discontinue
propane service. When we picked up Mr
***’s tanks, we did credit his account a total of $for the gallons
that remained in his tank at a market price of $per gallon. We also then charged Mr*** a tank pickup
fee of $63.72, including tax, for returning the propane equipment to our inventory. Mr*** does not currently owe us any amount
because the product credit more than offset the tank pickup fee. We are in the process of contacting Mr***
to review this information with him and to review the Propane Installation
Agreement that we have signed with him to outline the allowance for crediting
the account for unused propane and the tank pickup fee at the time propane
service is discontinued
Please do not hesitate to call me with any questions
Thank You,
Dan S***
Central NY General Manager
###-###-####
ds***@superiorplusenergy.com

Local sales rep for Nottingham contacted the customer today and pricing has been adjusted to reflect agreement for customer as requested

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*** *** 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***

*** *** had a gallon tankThe tank was full at 85% (Propane tanks are only filled to 80%-85% to allow room for expansion) which equates to 52.7gThe refund amount was $She had a balance past due (over days) on her account of $for a propane delivery
The over due balance on the account was subtracted from the refund amountThis would make *** ***'s refund $Propane pricing is based on usageThis is not just a Superior Plus Energy practiceThe lower the usage the higher the price tends to be, such as a cooking account.*** *** had not been charged a lease fee for the propane tank, yet this yearThe last tank rental fee was charged November 23rd

This will acknowledge receipt of you electronic request for a response to the reference complaint by *** ***Ms*** states,” This contract was not signed by me. Also, *** *** is not listed as a second account holder name. He was not on my account and cannot sign a contract for me. He is not listed as an account owner on anything at *** *** Road ***, NY ***Each time a new propane service is completed the customer or someone they designate as their agent over the age of eighteen is required to be on hand. The process involves an inspection of the propane system both inside and out and the presentatrion of the service agreement. This provides an opportunity for safe operating concerns to be communicated as well as service related concerns to be addressedIf that criteria cannot be met than the inspection and agreement are not completed. Ms***’s service was handled in this manner as evidenced by a completed and signed propane system inspection and residential propane service agreement . I believe this will close your fileRespectfully, Gregory EC.S.C.MII

This refund was already in the process$to be refunded plus $credit to off set tank pick up feesIn addition, finance charges have been credited

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have responded already that *** *** had no legal right to sign a contract for myselfHe is not listed on the account for Burnwell Gas nor is he listed on any other account of mineAlso, the terms on the back of the contract state that I have to pay whatever fees are associated with discontinuing serviceThat is not specific enoughBy those terms, they could charge me as much money as they want and get away with itI received a check for the $428+ but I do not think I should be liable for the other $This is not fair and I do not accept their settlement
Regards,
*** ***

I called the customer on Friday, September 25,
at 11:AM and left a voice mail. Mrs
*** returned my call on Tuesday, September 29, at 3:PM
Mrs*** 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 ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regards,*** *** My bill was outstanding and yet Townsend still continued to deliver fuel oil to my residenceIn the Townsend Energy pricing packet state that Townsend will not deliver oil to any customer that has a outstanding billI arrived home early one day to find Townsend at my home getting ready to fill my fuel oil tankI told the driver that I had a outstanding bill and I could not afford to pay for the fuel oil and not to fill the tankThe driver told me that he has a slip to fill the tankI told him noTownsend has gone against there own agreement and continued to fill my tankThis issue had gone on two year prior to this complaint/issue

Revdex.com: I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not completely resolve my complaint. For your reference, details of the offer I reviewed appear belowFirst I would like to acknowledge that Superior Plus has taken first steps in correcting this issueThey did drift in the initial gallons on May after I ran out on May 11, however they charged and erroneous rate of $2.643/gallon plus $taxThis initial delivery amount did carry me over until *** *** finally decided to make a larger deliver on June That said, there are still some outstanding issuesThe larger delivery that was made on June 1, was only a partial delivery of gallopsI have a gallon tank and it should be filled to 80% or gallonsI also have a contracted rate of $That was established with a Pre-Buy/Lorate contract in November I was told that the rate was good for months or whenever the next Pre-Buy/Loagreement is signedUn to this point the delivery folks have corrected the rate in the field due to an issue with printing the correct amount on the delivery ticketThe gallon delivery was charged at an erroneous rate of $2.249/gallon and not corrected on the ticketIn the interest of expediting my payment and a resolution to this issue I have made the appropriate corrections to the charges and recalculated the gallons of fuel delivered to the appropriate price of $1.699/gallonThe new total is $rather than the $that was charged for the combined deliveries of the drifted amount and the partial delivery amountI have also applied the $run out credit due to running out on May 11, This makes the total due $This amount was paid, via Chase BillPay, on 6/2, Once the corrected price, appropriate credit, and the payment are applied the account should once again be at a $balanceTo completely resolve this issue an additional delivery needs to be made to fill the tankI am not sure why multiple deliveries need to be made, however it seems that Superior staff or MrButton himself is continuing to play gamesThis tactic is certainly not customer service orientedAnother immediate payment will be made via Chase BillPay once a delivery is made to completely fill the tank and the fuel is billed at the correct rateI accept Superior’s apology for the “past confusion” of this incident and I will work with them in the future to avoid a repeat of this incidentRegards, *** ***

The account in question did become a customer on 2/with our company. The customer was on a budget during most of this time period. Budget payments are reviewed every six months, and the payments adjusted as necessary as they are an estimation of usage. Naturally, unseasonably
colder (or warmer) weather affects one’s usage, which affects one’s monthly budget paymentOn 2/19/at approximately 3:20PM, our representative called Mr*** to discuss his balance with him; at that time Mr***’s balance was $2085.21. Mr*** told our representative that he could not pay anything now, but that he would talk to a family member to see if he could borrow $to put on the account. Our representative then turned off the automatic EFT payment due to the conversation with Mr*** that no funds were available. Our representatives left subsequent phone messages on 3/2/15, 4/7/15, 4/27/15, 4/29/15, 5/4/2015, 5/27/15, 6/12/15, 6/26/15, and 7/20/as well as corresponding letters which produced broken promises of payments up to and including $from Mr*** as recent as 7/20. Following the credit collections procedure, our company picked up our storage container at Mr***’s residence on 7/28/after it became evident that Mr*** had no intention of paying his $balanceSuperior Plus Energy Services is a supplier of home heating fuels, and not a producer of the fuels we sell. Naturally, when consumer demand is at its peak, our company pays an increased cost for the product from the producer. Therefore, comparing a winter price of propane to a summer price of propane is not a fair or accurate comparison. The propane market today is at a six year lowOur propane rates for residential consumption today are under $per gallon. Chris B***

We sent credit out for refund check on 10/27/ I will follow up

*** *** (Complainants mother) has in fact been refunded $on 7/26/2017. It is very likely this refund has not yet delivered in the mail to her residence as all refunds take 2-weeks to process. As far as the tank removal fee. I have a signed tank
agreement in which MsFrench agreed to said fees (Please see attached). Griffiths posted schedule of fees were updated in July 2017. The update in fees is supported by paragraph of the tank agreement. With that being said, as a one time courtesy, we will waive the tank removal fees which will generate an additional $credit and subsequent refund to Ms*** As of the writing of this briefing; MsFrench's account is closed and considered satisfied

We apologize for any inconvenience this may have causedWe have credited your account $(the difference between Augand Decpricing on undelivered propane)If the tank were completely empty in August, it would have taken gallons to fill itWe delivered gallon in August, leaving
it gallon from a full tankWe have taken gallon from the December delivery (149.6) and repriced it at $(the price you would have received in Aug.)

Account has been reviewed again with Service Mgr Chuck K***This is an older steam systemThere is no Superior Plus Energy neglect System has been tuned up several times in pastThis issue would not be due to a tune up or lack thereofOld piping exists and a sludge build up issueSpecifically not covered under warranty terms Plumber had to take 7-days to fix this, proving that this is a piping issue, not a system issuePipes approxyears oldChuck fully 100% explained to customer As a goodwill gesture, service warranty was refunded to customer for $319This item is closed and not reimbursable under the terms of the Service Contract

Dear *** with the Revdex.com,
With regard to the complaint received from the Ticonderoga,NY customer on 11/20/2015, please be advised that our company, *** ***, picked up the two propane tanks on Monday, 11/23/Our former customer was mailed a refund check on Friday 11/27/A call
was placed to the former account holder prior to mailing the check at which time we received approval to do soWe apologize for the delayed response and at this time consider the complaint satisfied
Regards,
*** H*** Region Manager

They sent me via mail a statement credit (in parentheses) on my accountI’m requesting a refund check for the dollar amount I statedIt was not a credit cardThere was no fee for this serviceIs it not legal to send someone a credit on their statement, then not follow thru?