Total Home Improvement Dudes

Revdex.com: I did not sign or was told there would be a pick-up charge when I started with the company, also three days prior to tank pick-up they called and offered me a"great deal" to buy propane from them at $1.99 per gallon.  Not the market price I was given of $1.69. The only resolve that is fair is a full refund, Thank-You,  [redacted] L [redacted]
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]

This customer was notified last spring 2017 , 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 $349 , that will be done by Monday 1-8-18.  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 normal course of business.  We are no longer servicing the account. Any other questions let me know, thank you

Please close this claim.  On 1/18/18 we received a feedback notice from this customer.  We reached out to this customer at that time and came to an agreement that satisfied the customer. ·         Contacted the customer on...

1/18/18·         We adjusted the 1/15/18 delivery down to $2.899 per gallon·         We locked the customer in to that price until 5/1/18·         We will contact the customer in May to sign them up with a locked in price for the 2018/2019 heating season.

This letter is in reference to a complaint regarding a delivery made on or around December 15th, 2016. 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 history. While I understand the concern for the problem with frozen pipes during the December 2016 time frame, the  account has been on a will call status since May 3rd 2012 along with being COD ( cash on delivery) where a payment is needed before we can release a ticket for delivery. Our policy for will call customers is that the delivery will be made within 5 to 10 business days.  The call for a minimum delivery of 125 gallons in question was made on December 22nd, 2016 this was 6 business days after the request was made. I do apologize for the lack of communication for getting you a delivery history report. I know that after discussing the request with my Customer Service Representatives and the information was recently provided. Our 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 customers. We appreciate the continued business since the issue at hand had occurred

I talked with Mrs. [redacted] in reference to her complaint. We did agree that she could have had better service when it came to her concerns and I apologized for the inconvenience this caused her. I took off the service charge for the call out and the late fee. In 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]

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 must say that your response to my complaint is rather alarming. You 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 #1 priority." Safety might be your number one priority but hiring qualified employees to ensure your customers are in fact safe is not. I 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 danger. I 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 safe. No employee of Superior told me to not use a cell phone. I 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 gas. I 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 accurate. The equipment used to test my home does indeed test multiple things. However, my carbon monoxide detectors do not. They sense ONE thing. Carbon monoxide. I 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 7 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 detectors. What does in fact make sense is that the fire department detected a huge amount of propane inside my home. Hence why Superior had no explanation to why my carbon monoxide would not detect carbon monoxide. Despite what Superior says, my beliefs about ANYTHING have absolutely nothing to do with my complaint. The facts that I know are not beliefs. They are facts. Facts 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 safe. I 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 it. As proven in Superior's response to my initial complaint, Superior can not provide me with a solid explanation to what happened. Ironically they are basing their statements on what they BELIEVE rather than what they KNOW. Conveniently 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 bottom. Safety 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 was. I didn't need a summary of the events that happened on February 9th. I was there. Your beliefs are based on hearsay. When 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 failed. Cleary his inability to comprehend my statement is an accepted flaw in Superior's company and seems to be trending. I 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 doing. I do not owe for your emergency visit charge, I cancelled it. I 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 facts. I owe for one visit to my home and for 25 gallons of propane. Please let me know what my new total is so we can all put it behind us. Thank 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 will acknowledge receipt of you electronic request for a response to the reference complaint by [redacted].  Attached, please find a copy of the, “Propane Customer Service Agreement”, signed by Ms. [redacted]’s agent at the time, [redacted].  The terms of the agreement provide...

for a pump out and/or removal charge in the paragraph 7 related to termination in paragraph 9.  The refund for $428.98 is approved and in process.  I nbelieve this will close your file. Respectfully, Gregory E.  C.S.C.M. II

Good afternoon, I have reviewed the complaint and feel it’s important to lay out a time line in regards to service call and delivery in question; 12/08/14 – $264.53 - Customers account was on credit hold due to outstanding balance that the customer was well aware of.  Customer called in and...

paid off balance to receive emergency service call to drop 20 gallons of kerosene, change out oil filter & replace burner nozzle along with order to fill their fuel oil tank. 12/10/14 – $769.99 - Oil Delivery 233.4 gallons 12/23/14 – $161.95 - Customer called and requested service for no heat.  3rd party service partner ([redacted]) dispatched.  Tech found burner out of clean burn specs and adjusted and tested as required.  Tech performed in depth testing of unit’s components.  Until was running well upon departure. 2/14/15 - $272.65 - Customer called and requested service for no heat.  3rd party service partner ([redacted]) dispatched.   Tech found until to have air in oil line causing non operative burner. Until was bleed and fired.  Tech performed in depth testing of unit’s components.  Until was up and running upon departure.  Complaint states they may not have received delivery of 233.4 gallons on 12/10/14.  I personally spoke with the customer on 4/06/15 and explained to them that they did receive the delivery. At that time the customer agreed that they did in fact receive the delivery.  If they had not received the 233.4 and only the gallons of kero from the 12/08/14 service call their unit would have stopped working within 2 days or so. As it stood, their unit continued running for several weeks thereafter confirming delivery of questioned gallons.  Delivery ticket copy may have been blown away due to weather conditions. Customer also received invoice in the mail for the delivery, along with monthly statements showing the delivery and also took calls from our credit department requesting payment for the delivery in question, however never mentioned or questioned the validity of the delivery until almost 5 months later in April. We also do not show any deliveries being made without the customers consent or knowledge.  The customer has consumed all fuel oil delivered to heat their home.  We feel all charges are valid and the customer is responsible for payment. Thank you

Mr [redacted] has been a valued customer of Superior Plus Energy Services since 1995. He has received Service and Oil Delivery from [redacted] and now Superior Plus Energy Services, without any issue for a number of years. In December 2016 we performed a service at his home that corrected a leaky...

water valve, and he was satisfied with the repair.  The Service Technician failed to disclose that the repair would be billable at the time. The billing process also took much longer than usual in this case as we normally bill for services withing 30 days from the Service date of repair.  I do understand Mr [redacted]'s frustration with both issues, and will be crediting his account back for the full amount of this bill. It is Superior Plus' aim to fully disclose any billable charges at the time of repair and also to bill in a timely manner as expected by our customers. We encourage all of customers to call our local branches to work through any billing or service issues. I have talked to Mr. [redacted] via phone first to apologize and also to clear up any further issues. He will be receiving a full credit to his account and copy of the service contract as requested for his further reference. It is my aim to continue earning his trust back in the form of good service, deliveries and timely billing that he has come to expect form our local offices. -Chris B[redacted]  Local Branch Manager, Rhode Island

Superior Plus Energy Services offers several different programs to it's customers to help manage their home energy costs. One of those programs is a fixed price program which is the one Tiffany G[redacted] signed up for. On March 6th, she signed our residential credit application, our propane customer...

service agreement and she signed the fixed price contract on 03/19/2015. She was emailed a copy of the signed contract today. The contract is for 500 gallons or until April 30th of 2016 whichever comes first. The early termination fees are clearly spelled out on the signature page of the contract. The early termination fee is $399 plus a $149 tank pick up fee. These 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 product. Superior only charged her $87 for the pick up fee plus the $399 termination fee. We also gave Ms G[redacted] full credit for the propane that was left in the tanks when we picked them up. In 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 contract. I'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 choice. Greg R[redacted]Manager Superior Plus Energy Services

[redacted] Revdex.com ComplaintTo whom it may concern,I have spoken with [redacted] at [redacted] regarding her concerns as outlined in the Revdex.com complaint. After speaking with her we agreed to a course of action that provides her three options, they are:1. [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 deployed2. If [redacted]’s is unable to achieve 1200 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 exchange. This option allows [redacted] to continue to provide propane to their customer base3. Final option would be to purchase the tank and pumping equipment.After 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 below.John T[redacted]  Franklinville NY/Warren PA Manager15470 Route 6Warren PA 16365###-###-#### - Office###-###-#######-###-#### - Cell [redacted]

Hello [redacted], I was able to have a conversation with Ms [redacted] about her concerns that were in her letter to the Revdex.com.  I was able to explain to her that we needed to downsize her tank to a size that more fit her usage needs, As far as her credit standing I cannot discuss. We will be changing...

out her tank when she is ready to do so with the funds. I also explained to her that we needed to deliver more than once every 2 ½ years to be worth leaving the tank sit there. Thank You  Dan [redacted]    CSC Manager

Superior will refund [redacted] (6/07/2016) payment of $79.49 and pick up our equipment in thirty days. Please contact the local office if you find another supplier prior to July 18th.

We sent a Tech to this customer on Thursday.  The system is operating properly and is set to the manufactures’ specification. The Tech installed a new air filter at no charge to the customer. The Tech explained that they should not close the door to the bed room as the thermostat is located in...

the hallway for better comfort. Mr. [redacted] was happy with the Tech and Superior Plus and the work he completed.

Our response is unchanged from previous one.

Unfortunately the customer below ran out of fuel oil during the recent record setting cold snap.  Even with our system calculating in the extreme cold, the customer’s usage increased to the point that they ran out before they should have been due....

 ·         We have apologized to the customer·         We made an emergency delivery during the cold snap·         The customer eventually received a Sunday delivery·         The customer has received a $200 credit for their inconvenience·         We have offered to review the damaged tile in the basement to determine if the temperature caused the floor to fail·         We will reach out to the customer and arrange a free complementary tune up of their heater Please let me know if you have any other questions.

Customer account has been zeroed out with zero balance due.Customer was contacted 3/9/16 to confirm. Thank you Frank P[redacted]CSCM ManangerTwin Oak Branch