Total Home Improvement Dudes

Customer requested tank pick up which was completed on 9/5/17. Credit request was made on 9/25/and was processed in the 9/25/check run, mailing would have been the following week. All customers are advised that delivery can take two to three weeks making delivery the week of
10/23/17. Customers are also advised that the check does not come from Superior Plus Energy but from a third party vendor and are warned not to throw away as junk mail from a company named Tariff Partners. The customer called on 10/19/to inform us that she did not receive the refund at that time. A second request was processed on 11/3/17, mailed the week of 11/6/17, allowing up to three weeks for delivery would be the week of 11/27/17. The customers address and contact information on the account is correct leaving us unsure if the initial check was not delivered or if the customer may have discarded as junk mail

Deborah, Complaint Handler
8/11/15The Revdex.com:Case ID # 10758668First I would like to Thank the first responders and all
involved for helping save lives @ the *** residence on Feb 9th “At Superior Safety is our # Priority”Indeed it is customary when one calls to report a leak to
have them shut down the valves at the tank if possible and leave the residence. Customers are also advised not to use a phone
in the home or operate light switches or anything electrical. The Fire Department’s detectors will pick up
various gasses in a home such as Propane, NatMethane, and Carbon monoxide,
etc. Yes indeed they were reading a
level of gas in this home on Feb 9th and the gas was carbon
monoxideIt’s important for one to note: Carbon monoxide is a deadly gas and
is a product of incomplete combustion of any fuel sourceIn this case Propane
was the fuel source and the combustion process was not burning properly in the
water heater resulting in a buildup of soot in the water heater and the vent
systemOn the first call out Superiors techperformed and documented a
complete system leak test and no LP leaks were found in or outside the home
The tech did however discover the condition of the water heater to be the
problemThe techshut the water heater down, and the gas line was
isolated. We then referred the customer
to our third party service provider for further cleaning, repair or replacement
of the defective equipmentThe third party tech arrived and also performed
system leak tests and found noneTechs notes stated the following: The Hot water heater is so
badly sooted up, told customer I can spend a few hours of cleaning it and it
that may not solve the problemIt was then Recommended the water heater be
replacedIf the customer purchased a new water heater within the next 30days
the cost of the call will be refundedCustomer will let us know what to do
Tech left the water heater shut down and gas line isolated The Customer wants to believe that the gas was coming from
the fireplace pilot not being litThe Fireplace has a % safety shut off
valve that shuts gas off when the pilot is not litThis was also tested during
the initial leak testing and working fineThe Fireplace is also a sealed
combustion direct vent applianceThis appliance was not the problem. As for why the fumes were up stairs and not
down stairs at the time of testingIt could be the water heater hasn’t run for
a while, and hot air rises and so will the C.Ofumes along with itThe C.O
fumes / Incomplete burned propane could have also been pulled in from other
appliances or mechanical intakes, along with lack of proper venting from the
water heaterThe Customer made another phone call to the office regarding
the above; Superior sent its own techout once again while the third party
tech was still on sight, to help the customer understand the above situation
and to double check that all was in safe orderThis was done at no chargeManufactures recommend C.Oand Smoke Detectors have the batteries
replaced at least every 6mos, and replace detectors about every years The two billed service calls were never paid for, thus was
sent to collections.“Safety First “CSC Manager Superior Plus Energy Service

This tank was picked up on July 19, 2016. I believe this will close the complaint

Please enter this response for complaint *** We apologize for any inconvenience this may have causedWe will credit your account $($price difference plus late fee of $4.10)Price difference is based on a selling price of $1.60/gallon adjusted down to $1.30/gallon

We would like to thank you for taking the time to provide us with the facts and constructive criticismWe have credited the account for the service call in questionYou may call the office or mail in your payment for the remaining balance.Thank you,Superior Plus EnergyTraver RdWilton, NY 12831###-###-####

To whom it may concern,After reviewing the complaint, I have contacted the customer and explained what the labor/costs associated with this service billingThis one invoice should have been billed out separately for all visits that pertained to the original service callWhen we sent out our
invoice for all calls it did not break down each hours/labor associated with each callWe are only able to lump all labor into one invoice which I understand how it would confuse a customer if they were looking for a per call breakdownI confirmed that only one service call charge was charged to customer, and all other charges were due to labor/materials which were equal to the time the technician spent at customers residenceThe last call was also at no charge due to a faulty piece of equipment stalled on visit #I will apply a $credit to customers account for being a valued customer that the customer can use towards this bill.Thank You,Kevin B***CSC ManagerRochester NY

This issue has been closed the customers account was refunded on 3/2/for the charge

I was able to contact *** *** about his billing concerns and found that there was a mistake on the part of the delivery personWe have made all adjustments to *** ***’s Account and I have spoken To him about how our delivery systems function and how this mistake took placeI am always
willing to listen to the customers side of the story, As in this case they were correct in questioning this bill Thank You,Dan S*** Customer Service Center Manager Warner’s gas service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this
resolution is satisfactory to meI have yet to receive the refund still though and there lies my problem and entire reason for submitting this complaintThe company has absolutely zero promptness when it comes to their customersThis whole ordeal should have been taken care of weeks agoNow, they lost a loyal customer for life and will receive a bad recommendation from me to other customers
Regards,
*** ***

Please find the attached document to support our previous response - thank youDate Sent: 7/17/3:48:PMGood afternoon,I have made several attempts to connect with the customer to discuss however the customer has not returned my calls Please find the attached signed (page 2-sided) documentation in regards to the customer signing, and agreeing to, the terms on page Please note item #on page that does allow us to charge a tank pick up and also refund propane at wholesale rates Our tank pick up fee is $plus tax As a customer courtesy this customer was only charged $plus tax We also refunded any reaming propane gas in the tanks at the price the customer previously paid $per gallon, not at wholesale rate which would have been substantially less We also recently sent a refund check in the amount of $to completely clear the accountWe feel we have been more than gracious and have made concessions as to ensure the customer does not have an outstanding balance to close the account Thank you,Ray E***

Business stated that they spoke with the consumer and advised her of the tank fees and also gave her a $credit

SUPERIOR Energy Plus owns Townsend Energy

This customer had an outstanding $balance with us prior to her $HEAP credit HEAP benefits are not to be used for old balances and we know, understand, and abide by that rule When the $HEAP credit was applied to her account, our system inadvertently deducted ("paid
off") her $balance from the $credit We have delivered her $worth of propane and owe her $more propane The order has been input and she will receive that value of propane in the next few days, provided that her tank will hold the entire amount The customer still owes us the old balance of $from the previous delivery on 10/26/She had called our office on 12/20/and this situation was explained to her at that time, including the fact that HEAP payments can not be used to cover balances incurred prior to receiving the HEAP grant Please advise if any other action is required on our part. Thank you, Rob G***CSCM

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. 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 throughI will NOT believe this issue is resolved until I receive a check for the total amount due
Regards,
*** ***

This is in response to the complaint: On 5/19/at 12:50PM our service manager, Chad S***, called and left a message for *** *** to contact him regarding his current issue with his Air Conditioning unitAs of 12:30PM on 5/22/we have not heard back so we can help resolve the
issueThank You, David P***, Customer Service Center Manager

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,
*** ***

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 I willcontact them in regards to some questions/concerns I have and hope that it will be resolved between us from here out and that I willnot longer need to contact youThank you
Regards,
*** ***

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,
*** ***

Good Morning,Thank you for allowing us to respond to complaint ID #*** regarding a past due balance for Ms*** ***- ***.We value Ms***-*** 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 future.We have worked with Ms***- *** 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***-*** 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***-*** on this program and will have propane available to her on a cash on delivery (COD) basis.Please contact me if you have any questions or would like additional information.*** ***
*** ***General Manager, Central NYSuperior Plus Energy Services, Inc

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. Specifically, I would like to know the amount of the "handling fee" you are referring to
Regards,
*** ***