Total Home Improvement Dudes

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]

Superior Plus Energy Services responded to a "no heat" service call request Dec 14, 2016.  Technician discovered too much water in the system and return pipe leaking.The water feeder and piping are not covered under this service agreement (Silver Plan) Customer was notified...

of warranty terms and was advised to contact a plumber to resolve piping issues.Superior Plus Energy Services is not in default of any agreements / obligation per the contract.

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.
[redacted]’s tanks, we did credit his account a total of $66.26 for the 37.5 gallons
that remained in his tank at a market price of $1.699 per gallon.  We also then charged Mr. [redacted] a tank pickup
fee of $63.72, including tax, for returning the propane equipment to our inventory.  Mr. [redacted] 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. [redacted]
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[redacted]
Central NY General Manager
###-###-####
ds[redacted]@superiorplusenergy.com

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]

Mr. [redacted] was assessed a fee for under utilization of equipment in July 2016.  He failed/refused to pay the fee, and after following normal collection practices the equipment was removed.  A refund is in process for fuel returned less a handling fee.  The rental fee was...

waived.

Complaint ID [redacted]To whom it may concern:...

                                        ...⇄ May 7, 2015I am in receipt of the above mentioned complaint date 5/5/201. First of all I do apologize for the issues that arose here and assure you that this is NOT our normal business practices. The equipment WILL be removed NO later than 5/8/15 and there will be NO fees at all applied. I 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 rapidly. Sincerely:[redacted]
CSC Manager at Superior Plus energy

consumer called stated this issue has been resolved.

Complaint ID 10975148
[redacted] Holley N.Y. 14470
To whom it may concern:
I apologize for any misunderstanding and assure you that this was not intentional on anyone’s part, more a matter of miscommunication.
In response to this complaint, I offer the following...

resolution:
• Pick up and FULL refund of propane tank in the amount of $67.18
• Full credit of the $625.00 HEAP Grant
• Credit arrangements sent to customer in a effort to clear up back balance related to fuel used prior to move.
Unfortunately the customer would need to apply for assistance within the County that he or she resides. The balance owed on account will be sent to the customers new address with options to re-pay.
After all credits are issued there will be a balance owed to the company in the amount of $254.16.
Thank you for your attention in this matter. Please feel free to contact me directly if needed at ###-###-####
Bryan M B[redacted]
CSC Manager Pal-Macedon Division
Office ###-###-####
Direct ###-###-####

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 "referred" the work to a plumber, but did not mention a specific company to which they outsource said work. The reason for this omission is because the company DOES IN FACT DO PLUMBING and instead refused to do service on the system - of which they had intimate knowledge since they had previously installed the system (including all of the plumbing to and around it). While our service contract is on the heater itself and not the plumbing system, if the heater had been properly maintained - as required in the service contract - this problem and other problems for which we paid dearly would not have occurred. Specifically, 1) the heater was not cleaned in a timely fashion (recommended prior to the season, called to schedule before the season, always unable to make appointment until after the season, never offered to pre-schedule services to prevent this), 2) the parts were not properly disassembled and cleaned, 3) the system was not seasonally flushed to remove sediment (which caused the issue in the first place).We have already paid $4000 two years ago for an "emergency replacement of a cast iron heat exchange" on a boiler that was not more than 10 years old and still under warranty that also failed due to this shoddy and insufficient service under the "contract".The company has repeatedly placed on us - the consumer - the burden for which they are responsible. At this point, they have placed the burden on us to find a more reliable company to service our heater - which has had every part replaced because it failed due to insufficient maintenance. We have severed our service contract with the company, but believe we are due recompense in the form of the original $4000 spent on the heat exchange as well as the cost of the repairs now being undertaken by the plumbing company (so far $2500, but possibly an additional $1000 or more for the replacement of a heating coil).Until the company takes responsibility for this cost, the matter will remain unresolved. If necessary, they will be sued for the amounts stated.
Regards,
[redacted]

Contacted the customer to let her know we have a call into Washington CTY Heap dept. to see if we can help her get assistance. I explained how the Auto delivery system works and is based on Degree days. With it being colder in March the system will prompt deliveries sooner. If 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 removed. I'm sure we will resolve with one of the above options.Respectfully,Customer Service Center Manager

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 $370.00 to the $60.00 quoted at time of install....

 This updated has been confirmed credited to his account in our system, and $60 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 call. A 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 Warners Gas n reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Thank you for your assistance,
[redacted]

This complaint was resolved on 2/9/18 at 11:00AM where I personally hand delivered a check to [redacted] in the amount of $320.00. On 12/21/17 we issued a refund to be sent to Ms. [redacted] from our 3rd party vendor([redacted]). Each refund usually...

takes 2-3 weeks to process and get delivered by [redacted]. On 1/10/18 we realized the refund check has been sent to the wrong address after a few calls from Ms. [redacted], and we issued another check and told Ms. [redacted] unfortunately it might be another 2-3 weeks for our 3rd party vendor to process and get delivered. We also apologized for the inconvenience this might cause her and she can expect the check soon. On 1/29/18, Ms. [redacted] called in again this time was upset as she still did not see her refund check. We 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 now. On 2/8/18 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 taking. We don’t know what happened to the check as it was never cashed and delivered to the right address. I 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. [redacted]. On 2/9/18 Ms. [redacted] thanked me for bringing her refund check to her. I again apologized and was glad that she got it now. She was happy with the resolution.

We apologize for any inconvenience the propane run out may have caused. The propane tanks were picked up on 1/23/2018 at no cost to you. Your credit of $74.70 is being processed and you should receive it within the next two weeks.

We have worked with and spoken to the customer to ensure that their remaining 71 gallons will be delivered at $2.29 per gallon when they are ready for the next delivery.  The customer was satisfied with this course of action.Thank You,Dan S[redacted]General Manager

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 issues. I 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 procedure. While 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 compliance. My 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 issue. I 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

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]

To whom it my concern, This account has been changed from auto delivery to Will Call/COD. His account was credited $200 for the November run out and December to April late fees were also dropped, because the change was not communicated properly from our end. The change to his credit status is due...

to the past three deliveries (each) taking in excess of four months to pay for. In 2015 we wrote off $223.59 of late and returned check fees. Customer has not responded to letters sent or phone calls made, unless he has been out of product. On May 13th I dispatched a service technician to this residence to drift in 14 gallons and perform a leak test/gas check on the system and make sure appliances were working properly. Since 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[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]

We apologize for the delay the customer experienced in receiving their refund check.  A check was mailed to the customer on July 21.