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Description

This business offers energy services, heating oil, and propane for residential and commercial customers.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Superior Plus Energy Services, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Superior Plus Energy Services, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 83 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

83 complaints closed with BBB in last 3 years | 35 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 4
Billing/Collection Issues 22
Delivery Issues 15
Guarantee/Warranty Issues 0
Problems with Product/Service 42
Total Closed Complaints 83

Customer Reviews Summary Read customer reviews

5 Customer Reviews on Superior Plus Energy Services, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 1
Negative Experience 4
Total Customer Reviews 5

Additional Information

BBB file opened: April 01, 1973 Business started: 01/01/1922 in NY Business incorporated 09/26/1949 in NY
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

NYS Department of Environmental Conservation
625 Broadway, Albany NY 12233
http://www.dec.ny.gov
Phone Number: 518-402-8748

US Department of Transportation
Leo O'Brien Federal Office Building Room 952, Albany NY 12207
Phone Number: (518) 431-4145

Type of Entity

Corporation

Business Management
Mr. Keith Wrisley, President Ms. Debbie Piperni, Executive Assistant
Contact Information
Customer Contact: Ms. Debbie Piperni, Executive Assistant
Principal: Mr. Keith Wrisley, President
Business Category

ENERGY SERVICE COMPANIES GAS - PROPANE OILS - FUEL HEATING EQUIPMENT & SYSTEMS CLEANING & REPAIR

Alternate Business Names
Burn Well Gas Griffith Energy Montour Oil Service Company
Industry Tips
Choosing Energy Service Providers/Utility Company

Additional Locations

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In Feb of 2015 I came home and my house smelled like propane. I immediately called Superior Plus and asked her if it was dangerous and to report a leak. She said I wasn't in danger but if I could get to the shut off valve to go ahead and turn it off and she was calling a technician to come over. I didn't trust what she was saying so I took my kids and my dogs and we left the house. I called the fire department right away and they said they were coming. Since the fire department was on their way, I called the Superior Plus technician to let him know he did not need to come that night. He told me "I am still waiting on my boss to call me back so I haven't even left my house yet but I am required to come." I told him the fire department was on his way and he said it was mandatory for him to be there. The fire department came and said their meters measured an off the wall amount of propane on my first floor but none in my basement (where my water heater is) and none upstairs. They determined that the propane valve in my fireplace was never turned off and the pilot was never lit when Superior sold me propane a couple of days before so it was slowly leaking into my house. The Superior employees showed me the water heater (in the basement where no propane was detected) and said there was never any propane in my home but that it was simply "fumes from the water heater." Even though the fire department tested my home and determined a HUGE amount of propane on my first floor (none in my basement). They said I needed to have my water heater cleaned and they would give me the information to contact the company Superior refers it's customers to. They also assured me the home was safe and they turned off all of the valves connected to the water heater for the night. I called them the next day and they told me to clean my tank it would cost $80 and take 1-2 hours. The employee came and as I was telling him what happened and what I was told by Superior AND the fire department, he was confused because Superior's explanation did not make any sense and they never even turned off the propane valves leading to my hot water heater. Nice right?! While I was talking he said he just wanted to figure out what Superior was talking about and why they were telling me this and ultimately just told me for peace of mind to just purchase a new water heater and convert it to electric. He then showed me an estimate of about $170. I asked him why he was charging me because he did not clean the tank nor did he do anything but put liquid on 2 valves and nor did he tell me he was charging me for anything but I signed it after he told me "this is so we get paid from Superior." I took it upon myself to call Superior later that day because the two stories differed greatly and their referred company employee did not seem to agree with Superior either and I was also upset that they never even turned my propane off and told me my home was completely safe even though I later found out that just simply making a phone call could have made my house explode. The owner was completely obnoxious, condescending, and rude. He called me "honey" and talked to me like I was a child in between bashing the fire department and calling the other company employee a liar. He said what I was smelling was carbon monoxide (the silent killer) and there was never any propane in my house. I then told him that NONE of my carbon monoxide detectors went off in my home and once again, the fire department TESTED THE AIR and they said without a doubt it was 100% propane in my home coming from the fireplace that was left open. The owner had no explanation on why NONE of my detectors went off for carbon monoxide. He then decided he would "send his best employee to go over things AGAIN with me just so I'm clear about what he's telling me." I told him do NOT send anyone to my house, I do NOT want anyone here, I do NOT need someone telling me the same thing over and over. He did not listen to me and sent someone anyways. I opened the door, told him he was not needed, he said "are you sure?" and I said "I am sure, I just told your boss NOT to send anyone so have a nice day" and I closed the door. I was later billed for that as well. He was impossible to talk to because as soon as I asked for an explanation of why the two explanations were so different, he was unable to keep his composure long enough to tell the truth or act like a professional. Needless to say, I owe for about 25 gallons of propane at $2.49/gallon and I have no problem paying for Superior to come to my house (ONCE) but not for an after hours emergency because I called and cancelled that WELL BEFORE he even left his house and NOT for the second time they came because I told the owner NOT to send anyone and he took it upon himself to do it anyway.

Desired Settlement: To pay the correct amount owed and to be removed from collections.

Business Response: Deborah, Complaint Handler                                                                                                       8/11/15
The Better Business Bureau:
Case ID # 10758668
First I would like to Thank the first responders and all involved for helping save lives @ the ****** residence on Feb 9th 2015.
“At Superior Safety is our # 1 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, Nat. Methane, and Carbon monoxide, etc. .   Yes indeed they were reading a level of gas in this home on Feb 9th and the gas was carbon monoxide. It’s important for one to note: Carbon monoxide is a deadly gas and is a product of incomplete combustion of any fuel source. In 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 system. On the first call out Superiors tech. performed 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 problem. The tech. shut 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 equipment. The third party tech arrived and also performed system leak tests and found none.
Techs 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 problem. It was then Recommended the water heater be replaced. If the customer purchased a new water heater within the next 30days the cost of the call will be refunded. Customer 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 lit. The Fireplace has a 100 % safety shut off valve that shuts gas off when the pilot is not lit. This was also tested during the initial leak testing and working fine. The Fireplace is also a sealed combustion direct vent appliance. This appliance was not the problem.  As for why the fumes were up stairs and not down stairs at the time of testing. It could be the water heater hasn’t run for a while, and hot air rises and so will the C.O. fumes along with it. The 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 heater.
The Customer made another phone call to the office regarding the above; Superior sent its own tech. out 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 order. This was done at no charge.
Manufactures recommend C.O. and Smoke Detectors have the batteries replaced at least every 6mos, and replace detectors about every 5 years.  
The two billed service calls were never paid for, thus was sent to collections.
“Safety First “
CSC Manager
Superior Plus Energy Service

 

Consumer Response:

Better Business Bureau:

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 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 ****** 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 you

SGF Fire Department ###-###-#### Please ask for the Chief as he was the one who evidently does not know what he is talking about.


Regards,

***** ******




Business Response:

We would like to thank you for taking the time to provide us with the facts and constructive criticism.

We have credited the account for the service call in question. You may call the office or mail in your payment for the remaining balance.

Thank you,

Superior Plus Energy

21 Traver Rd.

Wilton, NY 12831

###-###-####

 

6/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a customer with Griffith Energy for 14 years and have always been ok with their service, I have always thought their prices for propane were high, but not really much I can do about that. That all changed this past year at the end of my budget plan, I was on a budget with Griffith Energy at 250.00 per month, I paid that amount every single month, then I get a bill at the end of the budget cycle stating that I owed $1,900, I of course immediately thought it was a mistake as I have been on a budget payment plan with this company for 14 years and have never received a bill this high. So I immediately called and spoke with a customer service rep, she did state that my budget amount wasn't high enough to cover my usage so that in fact the $1,900 was indeed accurate and what I owed. I couldn't believe what I was hearing, how could this happen? Why didn't someone in the billing department contact me and let me know that my budget amount wasn't enough to cover my usage and raise my budget amount (that is what other companies do in a situation like this) but I was told that the reason that no one ever contacted me is because they were very busy and that my bill wasn't the only extremely high bill this year, and that someone should have indeed been on top of this situation and informed me, but it was my duty to look at my bills, which why would I look at my bills when I am on a budget?? And as a company should it not be your responsibility to let their the customer know that their account is getting this high??? How does a normal working person have the ability to pay a $1900 propane bill??? I have been in contact with every agency and every person I can think of to assist me with this bill as I can no way pay all of this while still trying to get propane delivered to me over the coldest winter here in Rochester in years.....the company was "nice enough" to allow me to call when I needed propane and give me 100 gallons at $249.00 over the coldest months, for which I am very thankful for, but now my bill is $2,483.00, it doesn't even seem real that a propane bill could get to this amount. I did contact the president of Superior plus via e-mail and of course he had someone call me, and that was a waste of my time as all the gentleman did was state that this was a correct amount and that there was nothing they could do for me, I did indicate that I wasn't happy with how this account was handled by their billing department, of course he said he would look into it, which means nothing is going to be done to help me. I then get a call from the lady in the Wyoming county office who did indeed at least let me get the 100 gallons periodically throughout the winter months, she indicated that she had been in contact with the gentleman that had called me and the only thing they were willing to do for me at this point was write up a contact stating that I will be obligated to pay $105.00 per month for the next TWO YEARS, and all of my future deliveries of propane were to be COD until the $2,483.00 is paid in full. I seriously do not want to sign this contact and feel that some of this bill should be waived as the billing department dropped the ball, I think that someone should get to see just how many other people were handed a huge bill at the end of last budget season, I know that I was told there were many that were also in the same boat I was in. How does a propane company not let their customers know that they are headed for a HUGE bill ahead of time so that a solution could be found , as in adjust the budget amounts so that the end of the season doesn't hit you with a bill that is so high there is no way to pay it. I feel that the company is now treating me like I just wasn't paying my bill, when that indeed was not the case. If you look at my account over the past 14 years, you will see that NOTHING LIKE THIS has ever happened!!!!

Desired Settlement: I would like to have superior plus consume half of the bill, there is no way that I can pay this and now have another payment I have to make every month for TWO YEARS, this is like a loan taken out on my behalf without my knowledge of it.....very dissatisfied with this service.

Business Response: 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 24 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 $420 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 NY
Superior Plus Energy Services, Inc

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** **********-****

5/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Eight months ago I stopped delivery of propane I use for heating and asked that my tank be picked up and a credit issued for any unused propane. I disconnected the tank at that time which still had 150 gal approx. of propane in it. Three months ago, out of the blue a truck showed up when I was not home and topped off the still disconnected tank and a bill was shoved in the door.I called numerous times and wrote letters to the local company and the main company. They will not even call me back. I have been getting late notices and late charges for the gas I did not order. I also have 200 gal of propane just sitting behind my house. Please help

Desired Settlement: I would like the propane tank picked up and a refund for the unused propane

Business Response:

Complaint ID ********

To whom it may concern:                                                                                                                                                     May 7, 2015

I 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:

***** * ****

CSC Manager at Superior Plus energy

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******* ***********

4/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In November of 2014, we needed to have our furnace replaced. The furnace was delivered by subcontractors who left without completing the job. We called and complained to Superior Plus and they did send out their own employees to finish installing the heater. At that time, we were informed that Superior Plus would be unable to hook our Central Air back up because our AC coil was bad and that, since it was a low profile coil, a new one would need to be ordered. We were told that a sales person would contact us about this. It was several months and several phone calls before we were contacted about the new coil. The new coil was installed on April 14th and several days later we were getting no air flow from the ac. A service technician came out and determined that a wrong valve was installed with the new ac coil. Now, we are waiting to hear when THIS will be fixed and are, of course, without air conditioning. It should be noted that there are individuals with chronic medical conditions in the household. When we call for service or any other issue, Superior plus employees have a bored, who cares attitude on the phone and arrival times for service calls are extremely late.

Desired Settlement: We want this situation remedied immediately. If technicians that are sent out are not capable of recognizing that they have the wrong part(s), they should not be employed by this company.

Business Response: Issue #1     Technicians did not complete the original furnace installation due to their concerns with substandard work environment conditions.  A second set of technicians were sent to complete the job.

Issue #2      Supplier shipped wrong part to Superior Plus.   Box was labelled correctly but had wrong part inside.  The  installer, who did not notice it was the incorrect part,  installed it.  
                   Superior Plus has left customer a voice mail to apologize for the inconvenience.  A new appointment has been set for 4/23/15 to install the proper part.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

**** ******

4/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We switched from Griffith Energy 11/6/14 - informed we could not have del - not time of the mth or we could pay extra $100 to have del. Poor svc - switched to another carrier; called Griffith to remove their tank on 11/7 -they would send truck to empty tank which is 50% full and then another truck to remove empty tank - would happen in 2-3 wks. Called again 2 more times - nothing done. Then holidays and snow came. Now 4/1/15 - tank still here in yard. Would like removed from yard and credit of $600 for extra gas not used in tank. This is professional business - should have tickler file set for spring to come and remove tank from our yard. Have not heard anything from Griffith or Superior.

Desired Settlement: Would like the Griffith tank removed from our property and a refund for the remaining 200 gallons in the tank which we paid $2.99 9for for a total refund of $600.

Business Response:

Received complaint on 4/1/15. Immediately reached out to customer and apologized for the unacceptable delay in retrieving our equipment.  Scheduled for tank to be removed from property on 4/7/2015. Job was completed today and customer confirmed her property was left in satisfactory condition. Superior Plus Energy is waiving all discontinuation fees and crediting customer for product remaining in tank. Based on gauge reading in November 2014, Superior Plus Energy will credit 250 gallons at the last price per gallon charged of $3.399, plus a 4% sales tax. Informed customer they will be receiving a refund check in the amount of $883.74 which should be mailed no later than 4/17/15. Superior Plus Energy will continue to communicate with customer to provide updates throughout refund process. Customer stated she is satisifed with our quick response to her complaint. Matter is considered resolved by Superior Plus Energy.

4/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a customer of Griffith Energy for several years. I have (2) 1000 gallon propane tanks outside my home/business. On the morning of Thursday March 19 as I was leaving for work at 7 AM I noticed a gas leak. My husband was out of town with our two small children, so I was alone scared when I heard the loud hissing noise and the smell of rotten eggs in the air. I called the number for Griffith Energy listed on the tank for help at 7:30 AM. I chose the office in Big Flats, NY to connect to and the customer service rep told me a technician would call me back immediately. No technician returned my call. I was on and off the phone with my husband in the morning to inform him of the situation and ask him what I should do, he told me a representative from the Lodi office had called him to lecture him of our overdue account balance. He reported to the rep that that is not his concern right now and he was more concerned about his wife's safety and the gas leak emergency. The rep told my husband she thought our tanks were "probably empty" and that is the hissing noise. He told her- no, the tanks were at 50% when he last checked, the previous day. Since nobody called me back I called the Griffith Energy number back 20 minutes later and was connected to the Lodi Office. I was told by ***** ***** in Customer Service not to worry, that my tanks were just empty and then she told me we have a significant balance on our account. I told her they are not empty and the gages were now at 35% on one and 40% on the other and it was spewing gas out from the center T that connected the tanks. We hung up the phone at 8:10 and she assured me a technician was on his way, she told me it would be 45 minutes. At 9:30 nobody had called and no technician came, so I called the office back. ***** continued to tell me not to worry, that the gas was simply "evaporating into the air" and to go back in my house and wait for the technician, this time she told me it would be an hour and 15 minutes. At this point, I did not believe that Lodi was responding appropriately to the gas leak, it had been two hours since the first call to report the leak. I waited for 20 more minutes, scared. At 9:50 I called the Big Flats office back and asked if they could help me because Lodi did not send a technician. They connected me to Lodi's direct service line to speak with a manager; Heather. I asked ******* what the protocol is for responding to a gas leak and she told me: "the technician is supposed to stop what they are doing and go there immediately." I told her that is not happening in my case. At 10:30 I was still waiting, literally waiting at my front door for the technician, for the past 3 hours I had been sitting there waiting and looking while my tanks continued to spew with a gas leak. I called the District Office in Rome, NY and spoke to **** about the situation, she put me through to Pat- another manager at Lodi. Pat had asked if I had turned off the tanks and I told him no, I do not know how to do that. Pat instructed me to go over to the tanks spewing gas on my cell phone and tell him what I was seeing. At first he seemed to still be under the impression that my tanks were empty until I described the situation and was gagging and coughing from the gas. He instructed me on how to turn the tanks off while on my phone and I was able to turn them off by 10:40. I talked to Pat a little about the situation that occurred this morning, asking about why a technician has not come yet and he talked to me about my overdue account, saying it is a very significant balance. I asked him about what the next steps are as far as getting all of this resolved and he told me a technician would come out. At this point I had missed 3 hours of my work day as well. So, I waited, I emailed my work that I was still unsure about when I would be able to make it in on this day. At 11:15 ******* from Lodi called me back and told me there was a "misunderstanding" this morning and a technician is on his way, she said he will be to me in 30 minutes. At 12:05 the technician arrived, his name is ****. I asked **** what took so long and he told me he was at his DOT Physical this morning when he got the call, but then he was told not by a co-worker not to come. **** told me he was told "they haven't paid their bill, their tanks are empty, shut them off." **** spoke to someone on the phone in my presence and I overheard him saying to the person that he is just going to fix the gas leak because "this lady called seven times and Pat and ******* got involved, so he was instructed to fix the leak," **** fixed the leak. He did not have the part in his van to fix the valve, so he had to drive to Elmira and back; another hour. At 1:30 he arrived back and he was finished fixing everything and checking my pilot lights, etc by 2:25. I had missed an entire day of work at this point. I asked him what the next steps are and he told me he would talk to ******* and someone should be calling me on Friday. We talked about some possible resolutions and I asked about the 15% of propane lost during the leak. He said that is up to the managers how they want to handle that, but typically there is a credit for the customer for the gas lost during the leak. Nobody called me Friday, but I did get an "apology letter" from ***** ***** at the Lodi office apologizing for the inconvenience of the leak. She sent 2 $50 coupons for compensation. I am unsatisfied with *****'s apology letter because she did not apologize for lying to me about sending a technician to my emergency or for a mistake in judgement that she made, she simply apologized for the "inconvenience." To me, Griffith Energy made a mistake when they deliberately told a technician not to respond to a gas leak at our home because we have an overdue account. On March 20 Griffith Energy sent a statement saying our propane will be shut off in 7 days unless they receive our payment. Since I had not heard back from anyone I called the Lodi office on Monday March 23 and spoke with Pat. Pat told me his "biggest concern" is our that we have a balance and no payment has been made in a very long time. I told him that last April 2014 Griffith Energy had come and filled our tanks at the highest rate without our consent. My husband actually asked them to stop coming and they continued to make routine service runs filling our tanks. When we pay a bill, they come fill again and we don't want them to fill the tanks; in fact it had been a year since the tanks were last filled to 80% and we were only down to 50% in a year, so obviously we have bigger tanks then needed right now. I told him when our business in running regularly again, we will use the (2) 1000 gallon tanks. We spoke for 30 minutes about a resolution to the gas leak and I asked to be compensated for the 15% of propane lost. He told me he did not believe that we had lost that much. He offered me a credit for 50 gallons lost. I told him I thought that was not reasonable because 15% of 2000 gallons is 300 gallons, not 50. I told him the facts: Wednesday March 18 when my husband checked the tanks they were at 50%. I got home Wednesday at 6 PM and there was no leak. However, when I was leaving for work at 7 AM there was a leak. Then it took another 3 hours for me to shut the tanks off (on my own with no technician). At that time, one tank said 35% and one tank said 40%, so I was only asking that I be fairly compensated for the loss. He continued that "maybe my husband rounded up" and told me stories about "people that have overdue accounts cutting their own gas lines and then trying to get compensation." I respectfully told him that is not the case in my case. He told me he would talk to **** the technician and get his story and then call me tomorrow. He did not call back. So, I reached out to the Rome office again and got in touch with **** ******; who provided much comfort and sympathy for what I endured. She transferred my info to her boss: ***** ****** and ***** called me back Tuesday at 5:30 PM. I had stopped at the Big Flats office and paid $500 on the account because on this same day a woman from account balance/billing called and told me the account was going to collections very soon and urged me to make a payment before it is out of their hands. ***** apologized for the whole thing, told me he would be in the Lodi Office Friday to talk to them about this and offered me a $425 credit. I accepted because I was exhausted from the stress of the phone calls and the re-telling of this incident to so many people within Griffith Energy. I paid my account in full on Thursday March 26, but ***** had actually added a $325 credit, he had figured in the $100 coupons that ***** sent when he quoted me $425 on the phone.… another lie.

Desired Settlement: I wanted to send this to BBB just because I want someone outside of Griffith Energy to be aware of how I was treated when I experienced a gas/propane leak outside my home. The protocol is that a technician was supposed to respond and be at my home within 45 minutes. But in my case it took 4 1/2 hours. During that time, I stood at the downstairs business door waiting and waiting, alone, next to a spewing leak, because Griffith Energy continued to tell me "a technician is on his way" even though they had actually told the technician not to come because we "hadn't paid out bill." Most people that I spoke to outside of the Lodi Office were shocked and appalled of my experience, saying a gas leak and an overdue account are two separate issues and should be treated as such, but the Lodi, NY Office did not feel that way. In my opinion, they felt because I had not paid my bill, I should be treated differently in the case of a safety emergency. I do not think I was treated and compensated the same as a "person in good account standing" would be compensated. I would like an explanation as to why I it took 4 1/2 hours to respond to my gas leak and an explanation as to why I was lied to.

Business Response:

We do apologize for the delayed response to your propane leak. The delay was caused by a breakdown in communication and had nothing to do with your credit standing. We take all propane leaks very seriously.  We have gone over this situation with all employee involved and taken corrective action.

 

Thank You

  

***** ******

General Manager, Southern N.Y.

Superior Plus Energy Services

3/18/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have a contract with this company under their local company in Palmyra New York under Burnwell Gas and they never show up to deliver propane and I constantly call and given the run around why they are not delivering propane. I have called several times in more than a week. Today, March 2, 2015 my propane is down to under 10 percent and will run out. I was told once again that someone would be out to my house and once again no one has shown up. I have paid this company in advance for a service they are not providing. I would like to know who will be paying for damage if my pipes freeze if the propane runs out and I have no heat? People that you talk to are rude and you are told I am only a customer service representative and there is nothing I can do. I always thought that a customer service representative is there to help customers.

Desired Settlement: To have a service provided on time and not have to continuously to contact a company that should be delivering to my house monthly and not have to worry about my propane running out. Also, when you are told by a company they will be at your house they should show up and not have to be called multiple times.

Business Response:

We do apologize for the service you received as an automatic delivery customer. Your delivery schedule has been reviewed and corrections made where necessary. I have applied a fifty dollar credit to your account for any inconvenience this may have caused.

Thank you

 

***** ******

General Manager, Southern N.Y.

3/13/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am a prepay propane customer. I ran out of propane, called this company two days ago for delivery and was told they will come when there's a driver in the area which would be 3 to 5 days. They have also disregarded the fact theres a 93 yr old woman living w me. If i want them to come the same day i have to pay $120 extra. I ordered $420 worth of propane on 2-24-15. I should not have to pay extra nor freeze until a driver comes to my area.

Desired Settlement: I would like this company to deliver propane when i pay for it and not have to wait days

Business Response: BBB spoke with the business today and they stated that the consumer was delivered her propane on 2/26/15 at 1:13 PM.  
Normal wait time for will call customers is 3-5 days, and we did get the propane to her within 48 hours.  We typically try to respond as soon as possible, generally within 48 hours.

3/12/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: After multiple calls requesting my propane tank be filled (since it is nearly empty), this service has yet to be preformed. The tank is now very low and I am afraid we are about to run out of heat and hot water. I am currently a contract customer until mid-May 2015 and the company is clearly not honoring the terms of the contract as written.

Desired Settlement: I would like to company to immediately fill my tank and continue to do so for the remainder of the contract period.

Business Response:

Hi *******,

 

Below is the response I would like entered for complaint ID #********.

 

Delivery was made on March 9th. I have credited $50 to your account for any inconvenience this has caused.

 

 

Thank you

 

 

***** ******

General Manager, Southern N.Y.

Superior Plus Energy Services

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, I would like a letter from the company mailed to my residence.  It should include an updated statement reflecting the $50 credit promised. 

Regards,

****** *******




3/11/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered propane 2/16 from them the lady said I would get it between 2/17 and 2/18 due to the weather I said ok I was at 10 % when they didn't show on the 18th I called the 19th she said we were on schedule to be filled that day well I called everyday 4 times a day from the 18th to the 24th the lady told me that the route supervisor would call me he never did i also contacted there corporate and got no where with them she also said the supervisor would call me I have a 2 yr old here with a pregnant woman at this point we were out we were going to my parents to take showers and cook food I called the 25th yelling along with my father in-law I asked why I didn't get service yet she told me it's because I'm not a priority customer I only asked for 50 gallons they take care of 100 gallon customers first they were charging me $3.89 a gallon I shopped around and the actual price for propane is $2.64 I called a competitor on the 25th and told them the story they came out the next day with a tank and filled it I called to have superiors tank removed the 26th it's been 7 days they still haven't removed it I called today she said later this spring they would be there I want this tank gone now not later I'm sick of there lies and them over charging me for the last 2 years

Desired Settlement: Your customer service is horrible you should be filling tanks in the order they call not quantity ordered I want this tank off my property now or I'm contacting my lawyer

Business Response:

#******** – We apologize for the poor service you received. The propane tank was picked up on March 5th.

Thank you

 

***** ******

General Manager, Southern N.Y.

Superior Plus Energy Services

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

****** **********




3/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: n January 2nd we called Griffiths Energy due to a fuel smell in our house. We were told that due to emergencies they could not come out until Monday Jan 5th. I guess fuel oil smell is not an emergency!!! They arrived and told me that nothing was wrong and to call a chimney sweep to check our chimney. Our chimney was brand new, but I did it anyhow because the smell for so bad, which costs us $150.00. As expected the chimney was perfect, but the smell continued to become worse. I called the Griffiths several times on 1/6,1/7,and 1/8 to have someone come back out and check again fro the source of our smell. Finally they agreed to come out on 1/9, because I was able to locate the fuel oil leak myself, and not it was an emergency, and because it had been leaking for over a week, we now had to involve the DEC for clean-up. Griffiths came out that day disconnected the old tank and moved it far enough in the basement so DEC could inspect the ground and set up a temporary tank outside. After that there was no communication as to when they would be returning or the total cost of the replacement. After again, several calls I finally got a date of 1/15 to install the new tank and remove the old one. Then it took weeks of calling to get an exact total on the installation and payment options.

Desired Settlement: To make customer needs a priority!

Business Response:

#******** - We apologize for the poor service you received.  I have applied a one hundred dollar credit to your account for any inconvenience this may have caused.

Thank you

 

***** ******

General Manager, Southern N.Y.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** *****




3/6/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: PPL is refusing to cancel my electric supplier in a timely manner. They say that they cannot provide anything in writing stating the reason why, only that it is in the "terrace" and it cannot be done in the middle of a billing cycle. However, I cannot continue to pay 16+ cents per kw any longer...the reason why I cancelled Superior Plus. It is not fair that I have to be concerned about using a lamp, cooking a meal...as it will cost me more than double what I should be paying...which goes back to my problem with Superior. They are robbing people, sucking them in to start at 6 cents per kw at first...then going to almost triple that with no warning. I cannot afford to pay $500+ electric bills. No one can, and it is unethical, and I believe, illegal, for them to do this., I have begged and pleaded with both companies...I have gotten no help. Please, any help that you can provide, refunding of over-payment that I truly believe occurred here, would be greatly appreciated by Superior for the most part...but also PPL for not putting through my cancellation when it was received - April 28, 2014. I would appreciate receiving the amount of money owed to me (approximate) had I stayed only with PPL or had gone with another supplier.

Desired Settlement: I would appreciate receiving the amount of money owed to me (approximate) had I stayed only with PPL or had gone with another supplier. Title Account Summary Account Name Address Bill Date Total Electricity Used (kWh) Electric Charges ($) Total Other Charges ($) Total Charges ($) 4/30/2014**** $348.85 $6.66 $355.51 3/28/2014**** $532.92 $0.00 $532.92 2/28/2014**** $571.58 $0.00 $571.58 1/29/2014 **** $324.60 $0.00 $324.60 12/31/2013 **** $296.73 $0.00 $296.73 11/27/2013 **** $206.37 $0.00 $206.37 10/30/2013 877 $115.56 $0.00 $115.56 9/30/2013 **** $141.69 $0.00 $141.69 8/28/2013 **** $140.15 $0.00 $140.15 7/30/2013 **** $178.23 $0.00 $178.23 6/28/2013 **** $118.33 $0.00 $118.33 5/31/2013 **** $140.74 $0.00 $140.74 4/29/2013 **** $158.70 $0.00 $158.70 Please notice trend above and the doubling of cost I have had to endure after switching to Superior Plus Energy in early December. I have an email string that explains further detail of the communication that I had with Superior. I was not able to copy and paste into here, as it was too many characters and I was not able to move onto the next screen.

Business Response: i tried to reach out to this customer 3 times, twice by phone & once via email.

She returned by call asking to email her or let the BBB know what refund we will be sending and we will not be refunding anything.  Customer was only with Superior for 4 months prior to Superior selling the electric division to Public Power.  Below are the details from her account.  Attached you'll find correspondence with this customer from March & April of 2014.

·        Customer signed Electricity Variable Rate Plan on December 5, 2013 at $0.065 cents/kWh fixed thru January 14, 2014

·        Confirmation email along with T&C’s sent to customer via email on December 5, 2013

·        Began supplying electricity to customer eff December 27, 2013

·        Last date we supplied electricity to customer was April 28, 2014

·        Customer was billed correctly

Consumer Response: Better Business Bureau:

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 outlined my reasoning in the complaint I submitted.  I would wind up repeating all of that to explain where I am coming from.  I feel what they did was not legal and immoral, immediately charging people outrageous amounts of money after roping them in with a low rate.  I am not sure how this is permitted and allowable in this country, to take advantage and feed off people, middle class.  Receiving the extra moneys back that I spent in regards to the outrageous rate hike would be the only way I would be able to put this matter behind me and to rest for myslelf and the well being of my family.  This company has put me behind and in tremendous debt and I cannot stand by and allow them to continue do this to others as well.

Regards,

******* *********

3/6/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I've called the company 4x's this week for LP delivery. I ALWAYS have to call them for a delivery,since they were bought by a company in Canada. The operator tells me that either there's no driver OR there's no trucks in my vicinity.

Desired Settlement: Deliver on TIME every month,so I don't run out of LP and have to call for delivery.

Business Response:

We do apologize for the service you received as a automatic delivery customer. I have changed your delivery schedule to more frequent intervals and applied a fifty dollar credit to your account for any inconvenience this may have caused.

***** ******

General Manager, Southern N.Y.

Superior Plus Energy Services

3/4/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Called for delivery of Propane on 2/17/2015 and was told delivery would occur on 2/19/2015. Did not receive Delivery. Called for Delivery of Propane on 2/24/2015, applogized, said delivery would occur on 2/25/2015 and delivery did not occur. Called again on 2/27/2015, delivery still has not occured. The conversation was about the delivery driver being off on Monday and Tues.

Desired Settlement: I would like an adjustment of cost to my bill for the time and effort I put in trying to get a delivery of Propane to my house.

Business Response: Our representative, Gregory Ely,  spoke with Mr. ****** by phone 3/3/15.  During that discussion it was agreed Mr. ******** February 28th delivery will be credited and rebilled at the lower price per gallon as requested. Mr. ****** had no other requests at this time.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

****** ******




2/20/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We have been waiting for 2 days for a propane delivery. They promised delivery 2 days ago, after numerous phone calls, still no propane. We always pay our bill on time ALWAYS! We have a disabled child and need heat!

Desired Settlement: Immediate delivery of propane

Business Response: The customer received delivery yesterday, 2/11/15.  Due to the inconvenience that the customer experienced, we reduced the price due of the delivery.  We always try to deliver to our customers in a timely and professional manner.  I have spoken with the customer and confirmed the issue is resolved and apologized for the inconvenience.  As always, we appreciate the feedback and support!

*** ******

2/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Thursday, January 22, 2015 I received a call from an employee working for Griffith Energy, claiming that I had a past due bill, totaling $106, with her company. I found this odd since I had switched from Griffith to another company to supply my propane and fuel oil. I had switched from Griffith to the new company because of lousy service, over-priced fuels, and too many miscellaneous fees tacked onto every bill. I had installed a new tank-less water heater in July of 2014. Griffith informed me that they would have to send a technician out to my home to make sure the job had been done correctly, because apparently a plumber who has been in the business for a couple decades couldn't handle the job. So I agreed to have their man come out and take a look. My wife was stood up on Thursday one week and I was stood up the next Thursday. I had to take a whole day off from work in order to be at my home for their technician, costing me $128.00 in lost income for that day. This angered me so I called my new company on Friday and they had a technician out to my home with a brand new tank the following Tuesday. I ran the Griffith tank nearly empty to get my investment out of it and called Griffith to cancel my service and get their equipment off my property. It took them nearly three weeks to come and take the tank. Their technician parked in my driveway, brought out a hand-cart, loaded up the nearly empty tank, and left. The whole process for him was maybe three minutes since I had already put the tank out around the front of my home for him. I said good-bye and I thought that would be my final interaction with this frustrating company. I was wrong. When the woman called I inquired what the bill was for, since I knew that it wasn't for any product I had purchased from them. All the representative could say on the matter was that it was fees for picking up their tank from my home. I have yet to receive a detailed invoice of what these fees entailed. All she could tell me was that if I didn't pay the bill that day she was going to forward the account to a collections agency. Since I feel I was being coerced at this point I paid the bill, however I do not agree that these fees are in good faith. Rather I feel as though they are an attempt from this company to get a little bit more out of a customer who has left and has no plans to every give them business again. I cannot see in any circumstance where sending a driver to my home for a total of 3 minutes should cost me $106.

Desired Settlement: I would like a refund from these fees. This company's incompetency has already cost me $128 in lost wages.

Business Response:

  I am responding to the complaint by Mr.******* 1/26/15.The charge of $106.92 was not a tank pick up fee.It was a service call we did for Mr ******* on 7/16/14.Mr.******* had a new water heater installed and according to code any time a system is depressurized or a new appliance is added a system inspection must be done.The inspection was completed and the invoice for $106.92 was signed by Mrs.*******.
  Sincerely
  **** *****
  Branch Manager Potsdam
  Griffith Energy

Consumer Response: Better Business Bureau:

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 believe I already covered this in my initial complaint, but I'll give a full recollection (to the best of my ability) for the record. Yes, I put in a new system. Yes a technician came to my home, looked around for a couple minutes, and then gave a laundry list of items for my plumber to finish up. He then told my wife that once those items were taken care of to schedule a follow up. I didn't even know that my wife had signed an invoice that day. I sure wouldn't have signed anything until the job had actually been completed during the follow up appointment. My plumber then got the system ready according to what was asked of him. We scheduled the follow up service call. We were stood up back to back weeks. First my wife stayed at home all day on one Thursday without anyone coming out to check the system. We called and were informed that "we were mistaken" and that the appointment "was scheduled for the following week". Since my wife had a prior appointment on that day I chose to stay and make the appointment. Since it was set for early in the morning I figured I could wait for the technician and then make it in to work, missing maybe an hour at best. By noon no one had arrived at my home and I tried to call the Potsdam office. Everyone must have been at lunch and I couldn't reach anyone. I waited another 2 hours before writing it off as being stood up and went about my day. Since it was already past 2 pm someone had been called in to fill in for me and there was no point in going in to my job.

I called another company the following day and set up a new account with them. I don't like wasting my time and I surely don't like missing a day of work (which cost me $128 in lost wages). This new company delivered a brand new tank, inspected everything for me to make sure that the new system was ready to go, all I had to do was swap the line to the new tank once the old tank was empty. They did all of this free of charge and their technician was there within 5 minutes of the arraigned time. I burned the remaining propane in the Griffith tank to as close to empty as I cared to get and then scheduled a pick up. It took Griffith nearly two weeks to come and collect their tank.

So, in closing, if these charges were for the "service call" for my new system, then I say the services were never fully rendered. Not even close. I had a technician come to my home, do virtually nothing over the course of a couple minutes, and then bring an invoice for work that would go uncompleted. Well uncompleted by Griffith that is, my new company completed everything in about 15 minutes, for free. Griffith charged me for work that another company completed, and all after costing me more from missing an entire day of work.

Regards,

******* *******

Business Response:

Dear Sir:

Our former customer complaint has been escalated to me to respond to Mr. *******'s concerns.  After reviewing the nature of the complaint, I have authorized our Potsdam Customer Service Center to refund the payment made by Mr. ******* in the amount of $106.92.  I apologize for any inconvenience that the *******'s may have experienced.  Griffith Energy prides itself in being customer focused and operating safely.  We appreciate the business that was provided by our former customer.  We will expedite the refund, however, please allow 7 - 10 days for receipt.  Thank you for your understanding.

Sincerely,

**** ****

Region Manager

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to thank Griffith Energy for settling this matter with me.

Regards,

******* *******

2/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In October 2014 I called to scheduled a cleaning under my service contract (Superior Plus Bronze Plan) for which I had paid $269.00. I was informed that I could not have an appointment until January 2015, but my contract agreement would be honored since it was scheduled in 2014. My appointment date was scheduled for Thursday Jan 8 between 8 AM & 12 PM. I took off work to be home for that appointment. At about 9:30 AM I called to check on the arrival time, as I had not received any call yet. I was informed that my appointment had been cancelled due to the cold snap and emergency calls that take priority over my service call. I was also informed that I should have been called either the night before or early that AM- neither of which occurred. That issue aside, I was assured that I would receive a call by next Monday at the latest to have an appointment rescheduled and that I would not have to wait 3 months- they would get out next week. I accepted that resolution, albeit unhappily. After all, I did lose a day's pay from work. Next Monday came and went and I received no call. I followed up via phone call myself at least once (maybe twice), and was unable to schedule a time with the representative who was assisting me. Due to the nature of the re-scheduling, i was informed that it would be best for a manger to assist me directly (if they scheduled me the 'system' would put me in for 3 months and not right away). They took my name and number and assured me that a manager would call me back. Another week has passed, and then some. I have not had any call. I have been more than accommodating for what is clearly an mismanaged process from the very start to now. I have suffered financially. I have paid for a service I have been trying to receive all to no avail.

Desired Settlement: At this point, I would like a refund in the amount of $269.00. I am have lost a day's pay. I have wasted time and money trying to manage rescheduling a service that I paid for. I have been pleasant and accommodating and I have not been treated with respect for my time or the money I paid. If a full refund is not offered, then I should receive a partial refund (at minimum to accommodate what will amount to another days lost wages) and immediate scheduling of the cleaning, at my convenience. There appears to be no evidence that a rescheduling can be accomplished or is even desired to be accomplished by the vendor. After all, they have already been paid for this service. And they have done absolutely nothing (not even the courtesy of calling to cancel my appointment) for it.

Business Response: This customer was contacted by our Service Manager, ******* *************. They have rescheduled the cleaning for this Thursday and customer has been financially compensated for their inconvenience. 

We consider this to be resolved. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******* ********




1/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In February 2014, I contacted Super Energy Plus to cancel the automatic filling of my propane tanks. They obliged. In the middle of August (which is NOT fall), I received a full delivery that I did not ask for. They also charged me full price for propane instead of a lower rate that I had negotiated with my rep, ****** ********. I called customer service to explain that they delivered early and that I was moving the next month so I did not need the propane and had not planned on paying for it, so I didn't have the money to do so. I also explained that I was in the process of negotiating a price before the heating season started, so that in the case that I would need propane, it would be less per gallon. A woman said that would not be a problem and that they would come remove the propane and tanks since I was moving, and that they would credit me back the for the unused propance and get the tanks without charging me a service fee (for my inconvenience). They gave me until December to pay the balance on my account. I said that was fine because they were supposed to come pick up the propane and credit me back before then so my account balance should have evened out. I called in October, then again on November 24th, then again on December 26th, and then again on January 5th. Each time, they told me someone would call me back or said they would come remove the tanks. FIVE months had gone by and they had not come to get the propane. All the while, they kept sending me bills, which I was waiting to pay to get the credit back as agreed on. They finally removed the tanks and propane, and sent me a bill with a price of $0 and stated they would credit me for the propane separately. However, they charged me $177 as a service fee. The price for the work that had been done on the bill I received said $0 YET I am being charged $177?! I had been told that because I was moving and that they had made a mistake originally, that I would not be charged any fees and would also received the credit back for the unused propane. I called in AGAIN on Friday, January 23rd 2015 to ask why I had been charged a service fee, and the customer service rep said I needed to pay my bill or it would go to collections and that was the end of it, that she didn't know what to tell me. I explained that there was extensive notes on my account detailing the situation and she said she wasn't getting into it. I asked for Kelly or Bridget to call me (they had been the ones originally dealing with it all along) and she said she would have them call as soon as she could. As of Tuesday, January 22nd, again I had been left without a returned phone call. I called in AGAIN and finally talked to Bridget. She said she was not saying that I was wrong in my complaint, and even though I was told I would not be charged (which is a VERBAL CONTRACT) that my written contract stated I had to pay. The only thing she could due was offer $50 off my balance (basically because they KNEW they were wrong and messed up). She then reached out to her manager and said there was nothing else she could do. Her manager has tried to call me back once, but I am so angry I do not want to talk to them. I was lied to multiple times and feel very deceived.

Desired Settlement: I would like what they told me they would do to be done. I should not have to pay the $177 service charge so I wanted it removed from my account. I am absolutely more than willing to pay the balance for the used propane and can do so immediately to close out the account.

Business Response: In an effort to resolve this for this past customer, we are crediting the account $200. This will cover the requested $177 and any other finance charge fees. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** *****

1/28/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In September 2014, I began to shop around for a new propane company. I had been with my previous company for many years, but was looking for a better price per gallon. When I first contacted Superior Plus, I called the Cortland office. The Salesman I talked to was very friendly and quoted me an initial first fill price of $1.99 per gallon with a lock in rate of $2.29 per gallon. After talking to him, it was realized that my house was not in his delivery zone, but was actually in Syracuse's route. He gave me another salesman number to call. I called Ed ****** to discuss prices. Even though the first fill price the Cortland office offered was lower than Mr. ******'s, he was willing to honor the initial quote. I explained to him that I have always lock in at a rate by the fall with our previous company. It is very important, so I know what to budget. He had two rates he quoted me. $2.29 per gallon was for pre-buying and $2.39 was a fixed rate that they were offering. I stated to him that even though the pre-buy rate was cheaper, I had just installed a new furnace and was unsure of what the usage would be (hopefully cheaper, as it is supposedly energy efficient). Mr. ****** made an appointment and came right out to inspect and measure for the new contract. He brought paperwork, a contract, for me to sign. It had the initial first fill price. Unbeknownst to me, he should have also had me sign a fixed rate contract. I received the first fill price, after having to call the office to clarify. On January 8, 2015 I received another delivery of propane. The bill stated the per gallon price was $2.749. When I called the office to dispute the charge, I was told that I was a variable rate customer. When I called Mr. ******, he told me that I hadn't signed that contract and I missed the deadline to be put on that program. Which brings me to my dispute. I, being a new customer, had no idea there would have been another contract for me to sign. I feel that I made the Salesman aware of the importance of a fixed rate and not a variable rate for my propane contract. He should have brought this contract out with him also. This is really a deal breaker. The cost difference is over $100. I would have stayed with my old company just to save myself the hassle. If this isn't rectified, I will be leaving this company at the end of the season and letting friends and family who use propane know about our experience.

Desired Settlement: I want the opportunity to lock in at the initial fixed rate I was quoted at back in September. I want my January bill to be at the $2.39 rate and all other fills to be at this rate for the rest of the season. This is what I had expected to pay and I shouldn't be penalized for not knowing there was another contract. My salesman should have informed me of it.

Business Response:

The customer was contacted and offered a lock in rate of $2.299 for all deliveries made between January 1st, 2015 through May 1st, 2015. The customer accepted the offer as a fair and agreeable resolution. This matter is considered settled by Superior Plus Energy Services, Inc.

Consumer Response: Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They were very prompt in contacting me ( within an hour of submitting complaint). They clarified their policies and contracts and I am confident that we will have no further issues.

Regards,

**** ******

1/26/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: In November i opened an account with this business to buy fuel oil for heating my home. I paid $290 and was never delivered even though a delivery truck came out and recieved my payment. I ran out of fuel oil early morning jan 5 2015. I called the vendor and found out that i have a $290 credit for fuel oil and was told that it would be delivered the next day. Jan 6 i called to confirm delivery and was told that vendor has 48 hours from time of initial call to deliver to local customers. Jan 7 i call to confirm delivery date and was told that on Jan 6 vendor recieved a heap grant and now has 48 hours from then to deliver to me. I have 4 children living in a trailer that i cannot heat in sub zero temperatures and vendor is giving me the run around on a delivery that they have owed me since november. In my opinion they are voluntarily committing 4 counts of endangering the welfare of a child.

Desired Settlement: I would like to have my product delivered and i feel that i should be refunded my $290 because of the fact that not only was i decieved into believing that they delivered my fuel oil but also because they are now failing to make good with me in a timely fashion considering the extreme conditions my children and i have to endure because of them.

Business Response: Complaint ID ********
To whom it may concern:
01/08/15
I am responding to the above complaint filed with your department regarding a fuel delivery made to a current
fuel oil customer at the request of the HEAP department of Monroe co. Upon thorough Investigation of this
complain, please find our below findings and resolution.
On November 8th our driver was at this location and did In·fact make the delivery of 100 gallons (attached copy of
delivery ticket). There is some concern of the customer gauge not working properly and that was explained to the
customer. Customer admits to having copy of 11-8-15 delivery ticket and that the driver had even stepped into the
home after making delivery to collect payment from homeowner personally. Ticket was not our usual "Raven"
delivery ticket as drivers unit had malfunctioned. This ticket was hand written and then printed with printer from
truck.
1/7/15 our driver has returned to make an additional requested delivery (Heap request). Again the gauge on
customer tank Is not reading properly showing a 1/4 tank under where It should be after delivery was made.
For these reasons I do not believe that a refund in the amount of $290.00 is required. Although I am willing to
provide the customer with 2 coupons in the amount of $25.00 each for the frustration they have endured.
Please if you have any questions, you can contact me at ###-###-#### or e-mail @*****@griffithenergy.com
Thank you
****** ****
CSC Manager @ Superior Plus Energy

Consumer Response: Better Business Bureau:

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.

My view on this matter is that...  When the driver came out the second time he did not know that he had to lift the roof above the tank to fill it... This is proof enough to me that he did not fill the 100 gallons the first time... It was shown in the companies records that i had a $290 credit and i was personally told this and that the reason for this was because the driver did not fill the tank the first time... Yes I admitted to having a hand written receipt from the driver BUT all it proves is that i paid the $290 not that it was delivered... Now that the 100 gallons has been delivered the company has sent me 2 $25 vouchers AND they are taking $290 off my HEAP grant... I do not feel that i should lose money because of the companies mistake and $50 is NOT worth the 3 days i had to sit in the cold... I am contacting an attorney to get legal advice on what my next step is in resolving this matter.

Regards,

***** *********

Business Response: To whom It may concern:
01/23/15
I am responding to the above complaint filed with your department regarding a fuel delivery made to a current.
I have reviewed the rejection of my initial offer to satisfy the customer and have reassessed the situation. Although
I believe the original offer was justified, I will agree to a full credit of $290.00.
I will have this adjustment done in good faith to satisfy the customer and show my willingness to resolve the Issue.
Please if you have any questions, you can contact me at ###-###-#### or e-mail @*****@griffithenergy.com
Thank you
***** * ****
CSC Manager @ Superior Plus Energy

1/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Market value of oil is dropping as evident per the World News. Per Mr. ******* ******* the OWNER of ***** *** Oil Company, in Connecticut, he is selling #2 fuel oil at approximately $2.49 gallon respectively as market varies. His prices are governed by fair trade practices. Superior Plus Energy Services came to my home yesterday when I was at work to deliver 126.3 gallons of unrequested #2 fuel oil and charged $3.549 per gallon. Intentional overcharging of #2 fuel oil over market prices. I believe that this showing up randomly at my home; this company knowing that I burn wood and do NOT need #2 fuel oil is inappropriate. This company determining whatever they want to charge that day is inappropriate and not endorsed by the State of Connecticut, Dept. of Consumer Protection. Fair market value - Stock Market prices regulate #2 fuel oil prices. This company is gouging the average homeowner who is unsuspecting. This company needs to be investigated for illegal practices against the homeowners in the State of Connecticut.

Desired Settlement: For me to be charged for and paid for at fair market value for #2 fuel oil for the date of 12/29/14 as required by regulation. Not a random amount that this company is trying to get from the average consumer.

Business Response:

In the interest of resolving this matter with the consumer, we have issued a credit to her account for the full amount of the delivery on 12/29 ($422.98).  Her account has been terminated per her request.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******** ********




1/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The service truck that gives gas to Griffins customers came and filled my tank on 4 December 2014. They came again on 16 December and filled them. This is a period of only 12 days. I called the office and was told it was possible that the tanks were filled on the 16th because the driver may not have had enough in his truck to top my tanks off. I explained to the lady, ********, that answered the phone that i sincerely did not wan to have a 1500 gas bill like I did last year. Last year was understandable because of the drastic temeprature an d weather, but I want to avoid a high bill this year because my family was without hot water for over 30 days last year because I could not afford to pay the bill as a result of them coming out several times in one month istead of as regularly scheduled. She said that she would look into why they delivered again and give me a call back. She was also goingto check to see when the tanks were scheduled to be filled again. The next day ******** left a voicee mail on my phone saying that the tanks were scheduled to be filled on or around January first. Today is the 24, eight days after thet last filled my tanks on the 16th, and they came and filled my tanks again. I called Griffin and told them what happed. I getthe explanation that last year my family ran out of gas during the winter andthat they are trying to prevent that rom happening again. I explained that last year the weather was very different, that my thermostat stays on 62. ******** said that she would put a not in the system explaining that my tanks are only to be filled once a month. if she had done that after I spoke with her on the 16th I wouldn't be looking at a bill that is almost $1000.00 for just ONE month! I am so angry right now I could spit.

Desired Settlement: I want Griffin energy to think when they are dealing with their customers. The drivers of the vehicles should use common sense. if they go back to the same house 3 times within a 20 day period they should ask the homeowner do they want the tanks topped off, not just assume that they should. Especially since there is not ay that a customer that usually only gets filled up once a month is all of a sudden using 3 times as much gas. This is disgraceful! They are clearly taking advantage of customers. As I explained to ********; my family has only ever run out of gas once since we have been in our home. Why would they assume that we would be anywhere near running out after just 12 and then 8 days! I would like the charges for the delivery on the 16th and the 24th deleted from my account. I did not need, nor did I ask for my tanks to be filled.

Business Response:

                                                                         January 5, 2015

 

From December 19, 2013 to February 03, 2014 we delivered about every 2 weeks because of consumption versus tank capacity.  When we tried one month, it ran out on March 2, 2014.  Keep in mind the number of deliveries a customer gets does not increase or decrease what a customer uses.  Only consumption rate increases usage.

 

 If an account requires the energy source to provide only for heating conditioned air space and a control like a thermostat is left in a single position for a season, it becomes relatively easy to predict the next need after bench marking a series of deliveries based on degree days against the usage.  This is similar to calculating mileage in a gasoline powered vehicle.  City driving versus highway travel affect calculated mileage. In the case of 300 miles of city driving, the amount of fuel purchased does not change whether it is filled once or a multiple of times.  The same number of gallons (or amount of fuel) will be required to start and end with a full tank.

 

In residential use, other factors may need to be considered as a thermostat is turned up for periods of time and turned down for periods of time.  Since it is impractical to track when a thermostat is changed up or down, one must attempt to utilize an average.  The average works well if the temperature adjustments are consistent rather than sporadic such as the heat is turned up to 68 degrees Fahrenheit (F) from 5:00pm to 10:00pm every day and set at 62F the rest of the time.  Inconsistent adjustments like 70F for three days, set at 55F for two weeks while away, back to regular schedule for a week and then a change in schedule for a week to accommodate visitors.

 

Water heaters that consume the same energy source are practically unaffected by degree days so an estimate can be used for that specific need on a monthly basis.  The type of water heater affects monthly usage as well.  Again, this is normally consistent usage but a significant change in the volume of hot water consumed (showers, laundry, etc) will affect energy source consumption.  An atmospheric water heater will generally consume more energy (could lose about 7 degrees F per hour) than a storage water heater off of a boiler that will normally be more efficient (some lose about ¼ of a degree per hour).  In any one period between one delivery to another, consumption can be affected by changes in water usage, changes in recreational fireplace usage, change in number of occupants during this time (like visitors or those leaving for college), activities increasing or decreasing heat-loss (door opening to an unconditioned space), change in use of alternative heat (such as electric, solar, oil, wood, etc), change in baking habits even if not fueled by the same energy source (oven can be a significant source of heat) and degree days among many other variables.

 

With that said, we attempt to schedule deliveries that make sense.  If a driver arrives for a scheduled delivery and observes it will take less than what we expected, in most cases we still make the delivery rather than reschedule another fill later.  In cases that the tank is full or very near full, the driver may opt not to deliver and turn the ticket in to be re-projected.  This often happens if usage has significantly changed for any of the reasons mentioned above.  It is not our intention to have such variation of delivery volume but it is not unusual to see occasional or recurring variability.  Certainly too large of a delivery is a concern as we do not want a consumer to run out nor having a small delivery which is less efficient.  We intend to find a balance in deliveries between supply and need.

 

We can see variability in many people’s habits of fueling their automotive.  Many individuals that always fill up, rarely fill up if the vehicle will take less than say five gallons but normally do not wait until they have less than a gallon left.  Most fuel up somewhere in between based on a gauge or a trip meter.

 

 

On 12/24/14, at customer request, this tank was placed on delivery every 4 weeks but be aware that actual delivery may be previous week or following week depending on workload.  Customer has indicated they will call if they feel they need an earlier delivery (please give us 48 hour notice so we can coordinate with other scheduled deliveries when in the area).  The workload can be affected by a number of things such as weather and occasionally by unscheduled supply or mechanical interruptions.  As mentioned earlier, this location did not make it from February 3rd to March 2nd and ran out of product so this may cause the customer to experience a run-out situation if consumption is greater than tank capacity between deliveries.

 

Our customers are supplied with a monthly statement which provides a transaction history of fuel purchases and payments received on the account.  We certainly wish to work with any concerns a customer has.

 

 

Sincerely,

 

***** *******

Branch Manager Watertown

Superior Plus Energy Services Inc.

D/B/A Griffith Energy

Consumer Response:

Better Business Bureau:

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.

A contract was signed when we began services with Griffin Energy, the office that supports Superior Energy, that is located in Watertown, NY.  When I asked about the large bill that we had at the begining of 2014 it was explained to me that we are set up on a schedule to get our tanks filled.  Most likely that schedule was a once a month basis.  At the begining of 2014 that schedule was ignored and out tanks were filled multiple times in a 30 day period.  I was told that because of the temperatures drastically changing and because of the hard winter customers tanks were being filled more often and that Griffin makes the determination on delivering more to their customers based on weather conditions and temperature.  Because of this my gas bill reached $1500.00!   

Now we are being subjected to the same thing again.  When I called in December 2014 to ask why my tanks had been filled on the 4th, the 16th, and the 24th I was told that they were only trying to prevent me from running out of gas.  That reasoning would be completely acceptable if the tanks were close to being empty, but this is not the case.  From the  December 4th to December 16th is only 12 days.  From the December 16th to December 24th is only 8 days.   When the truck came on the 16th I called and asked why my tanks were being filled again.  I was told that it was possbile that the delivery truck that came onDecember 4th possibly did not have enough to fill my tanks.  If that was the case I was not notified of my tanks not being topped off like there were supposed to be.  In that same conversation I was told that I was scheduled to have my tanks topped off on the 1st of January, but another truck came and filled my tanks again 8 days later, on December 24th. When I called on the 24th I was told that it is possible they went ahead and filled my tanks because they were "in the area" due to the fact that they have a limited number of drivers (which is not my problem).  Once a month means once a month unless otherwise requested by the homeowner; in which case additional fees will be applied (a win-win situation for Griffin because they make more money based on the need to charge a fee for an emergency filling request from the customer).

Perhaps the problem is that Griffin is not sticking to its customers contracted delivery times in addition to not using an efficient schedule for its "limited number of drivers".  Either way it is not fair to me, as a customer, to enter into a contract that is being ignored and to be charged fees (i.e. delivery fees every time they come to my home and fill my tanks) for deliveries that could have waited and should have been stopped especially if the driver sees that they delivered to the same home only 8 or 12 days earlier and the customer did not request a delivery.  The homes that the drivers deliver to are determined based on information that is genrated from the Griffin office.  Why is the office giving the drivers delivery schedules to the same house 3 times in a 20 day period if there is no record of the homeowner requesting a delivery?  They are taking advantage of customers and being opportunistic because the cost of gas is high right now. 

The bill that was left on my door on the 24th was for around $780 (I can't recall the exact amount).  I have paid $500 for that bill via the Superior Energy website.  It was paid on 2 January 2015.  The transaction number is 6807151859.  In order to resolve this issue I would like for any charges other than the cost of the gas to be removed from my account.  Once the charges have been removed I can pay the difference between the amount that I was billed on the 24th and the $500.00 that I already paid.   As i agreed with the customer service representative that i spoke with on the 24th; I will check my tanks regularly between now and 1 February.  If I see that they are below 10% I will call and request a delivery.

 
Regards,

*** **********




Business Response:

                                                                                 January 6, 2015

To address concerns:

We prefer to deliver while the truck is in the area and normally can accommodate given enough notice.

Delivery times (scheduling) are not contracted.  Scheduling changes are based on customer consumption which is difficult to know until after a delivery is made.  It is most efficient to deliver to nearly empty tanks all in the same area; however, this is not realistic nor in the best interest of the customer.  Propane boils at about -40 degrees Fahrenheit.  Vaporization can become an issue when a tank falls below 10% and the outside temperature drops especially in sub zero temperatures.  The result could cause a disruption of service even though the tank technically still has product in it.

The actual total of the December 24th delivery was $120.80.

The payment of $500 on January 2, 2015 was received and posted on January 2, 2015.

We have removed the charges from December 16th and December 24th totaling $19.24.

Some locations have great variability in usage and are difficult to predict; going to a monthly delivery schedule will likely work in spring and fall but will not be favorable in summer or winter.  We recommend a lighter delivery schedule in the summer.

 Sincerely,

 

Scott *******

Branch Manager Watertown

Superior Plus Energy Services Inc.

D/B/A Griffith Energy

 

1/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In March or April we had Griffith come and do an anual service on our boiler for $150+. That seemed fine. When we actually needed to use our heat (October) one of the three sections of our house was not receiving any heat. We made a call to Griffith and they came out and "fixed" the problem. The charge for that visit was $300+. About a week later I called because another area of the house was now not getting any heat. I was told that someone would be there to fix this. They came and replaced a part, with what i was told by the technician was a "temparary part" and that they would call us to install the perminant part. A couple weeks went by and another section of our home was not getting heat. I made a call on a Thursday and was told that someone would be getting back to me today or tomorrow, which was fine with me. No call by Saturday, so i called again and was told that the manager was assisting a spill somewhere and would call me on Monday. I can't remember if they called me back or if I called them back or if they finally call me back on Tuesday. They then sent out a technician who came to service. The temparary part is still not replaced, and a week later we have NO heat in our house. My wife called because of not having any heat on Monday December 15th, and was told that someone would call that day or the next. It is now December 17th and we havent received any calls, from anyone in the Griffith organization, and still have NO heat.

Desired Settlement: I would like Griffith to finish the job that they were payed to do, i feel that we have been more than patciant regarding this issue and given more than enough time for this to be resolved. If Griffith is unable to resove the issue with our lack of heat, i would accept a full refund of all service charges from March to current.

Business Response:

Complaint ID ********

****** * *******                                                                                                                                          12/24/14

 

To whom it may concern:

In responding to the service complaint ID ******** our investigation of this account and the events surrounding this complaint, we have found the following:

1st The cleaning referenced was performed on 2/20/14

2nd The cleaning billed at that time was $ 211.56 including all applicable taxes  stands to be irrelevant to the complaint at hand, due to the timing of the cleaning in February and the known fact that the boiler would have still been used during the following 30-60 days after the cleaning. Taking deliveries on 3/7 and again on 6/19.

3rd October 2nd the customer did in fact request a service call due to NO HEAT/ NO HOT WATER. At this point the technicians did respond to the request and repair the issue. Replacing a zone valve in the unit and allowing the hot water to flow properly with total service billed of $330.70.

   November 29 2014 Customer called reporting again a heating problem in the home. At this time the technician again responded and diagnosed problem with an immediate but temporary fix in order to keep heat going within residence. In this case our internal office staff should have recognized services performed as “temporary fix” and followed up with proper parts being ordered and scheduled return service call to install.

The customer did have to make return calls to the company to get this problem resolved. On the 17th of December the customer’s final call was made and at this point a technician was dispatched and replaced the part(s) as needed to rectify the issue.

   We recognize our service to our valued customer on final repair we did not respond in a timely manner that is required and or expected. For this reason the service bill(s) post October 2nd have not and will not be billed to the customer (parts or labor). In addition we will be applying a credit on the customers act in the amount of $25.00 for the lack of follow up and or response to resolve his heating emergency.

 Please if there are any further concerns or issues with this complaint contact me directly at ###-###-#### or e-mail *****@griffithenergy.com.

 Thank you for your consideration in this matter.

 ***** * ****

CSC Manager @ Superior Plus Energy 

12/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As soon as we moved in in August we were forced to call griffith energy to start our account so they could credit thr former tenant. Then against our wishes we were charged to fill the 330 gallon tank, in August. It read at 80% full. Immediately after tank was filled we, our neighbors and landlords, smelt a gas leak coming from our tank. Myself and landlord called Griffith and they sent someone out.griffith told us they needed to swap the tank out. They set up a date and never showed. After a few weeks had went by I called and they said some one came and tightened it and are not going to swap it. We still had not turned on the tank waiting to see if it was still leaking. The tank read 75% late September with our valve still turned off. I called again telling them it had leaked and we hadn't used it yet and the woman said the temperature of it affected how much it read in the tank and the tanks guages aren't always right and the tank cant be filled anymore because it was at the spitter. She also said that i could not have seen it read 80 because it is full. Even though the two identical tanks next to it both still said 80%. No one was sent to check or fill the tank that we had not used yet and paid to fill. Gas had leaked out of it and was not refilled. We turned the valve on November 22nd and just today got a bill for 36 gallons. The tank now reads 80% again. We called today saying the tank reads 80% and we lost 5% because of the leak back in August that was never fixed or refilled. I should not to have to pay for the loss from their faulty equipment or be hung up on when I called them out on it twice or lied to about it.

Desired Settlement: Reimbursed for 16.5 gallons at $2.949/ gallon.

Business Response:

To Whom It May Concern,

I reviewed the complaint submitted by ******* and was unaware this issue had transpired. I called and spoke with ******* about the issue and understand why he felt this was product not accounted for. The gauges on propane tanks are a percentage reading and due to temperature changes the gas in tank will change in liquid volume slightly. We actually fill tanks by the liquid level gauge and not the percentage gauge. I have provided a credit on his account for the gas in question. I have also given ******* a $50.00 coupon which he can use in future deliveries.

******* thanked me for my call and was very happy with this resolution.

 Respectfully

*** ****** CSC Manager-Rome

12/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Superior Propane tanks were left by a former owner of a house we purchased on October 1st 2014. After many phone calls to their Exeter, PA facility, nothing has been done to pickup their empty tanks. We have been given the run around and excuses that their personnel are too busy to pickup the empty tanks and don't know when they will be picked up.

Desired Settlement: To pickup their empty tanks. They are on our front lawn and have become an eye sore to our property and the community.

Business Response: We will pick up Mr. *********** tank by end of the business week of December 5th.  I apologize for the delay of getting this issued handled.  If Mr. ********* has any questions, please have him reach out to

**** ***** at ###-###-#### in the Exeter office.
**** *****
Manager, White Haven/Exeter

11/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have a service contract with Superior Plus. We had the heater serviced in September we were told everything was okay. Since then we have had too call twice because the heater did not come on. Tonight 11/5/14 we had to call again. It took 3 hours for someone to call us. This is the same problem.

Business Response: Field Service Supervisor was on site to discuss and resolve any current technical issues with Mr. *******. Supervisor also recommended additional work to help with the priming problem. Service calls will not be charged, they have a Gold contract and these are call backs. In regards to timeline, I did verify that our after hours CSR did talk to customer and explained that call would be dispatched. At times there may be one or two calls already scheduled. Tech then will call when in route to customers home. 

 
 
 
 
 
 
 
 

11/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased this home 7/23/2013 Burnwells propane tank was here from previous owner. I was told at closing to call Burnwell have account in my name. I was then promised so many gallons @ $1.949 , previous owners only used 300 gallons over 2 yrs. I thought the same burning wood to heat the house. So on 1/10/2014 the price had gone up to $3.09 @ 193.4 gallons and 46.1 gallons left at the special pricing of $1.94 , this bill was pd in full of $689.20 later on 3/12/14 current account balance $19.34 then 3/18/14 now =$9.72. Continuing to heat with wood and using propane only for hot water, dryer. & cooking. On 3/21/14 I was surprised again to see another bill 10:39 am they filled up again this time 400.1 gallons @ $3.449> hazmat fee $9.62 = $1389.56 balance reads $1399.28 So on 3/21/14 I had called them and told them there must be some kind of leak in their tank. their response was I would half to pay for it if it was on my behalf. I called a friend that works for the fire company and he said it has a significant leak and should be red tagged or fixed immediately. Called Burnwell again on 3/22/14 they were out to fix the leak on their Regulator. I called 3/24/14 Burnwell offices to file a complaint about compensation for a major leak& getting the bill lowered & resolved. There was no call back. Called again 3/31/14 spoke to the secretary. Called again 4/2/14 gave me a number to call a manager , did so, again no call back. Called 4/7/14 manager **** not available. left messege. 4/8/14 manager calls back told him I was unhappy with services, he stated he would look into it, told him I was pursuing another propane company because of lost compensation of their major leak. 5/13/14 bill arrives balance $1420.27 & $20.99 in late fees. Called 5/19/14 to have tank emptied & removed off my property since I have not been compensated for lost propane on their behalf. $20.99 continuesly add to my bill every month for late fees. Corporate has called me 7/5/14 because of unpaid balance and late fees, I explain to them what has happened their response is they'll look into it. No Call back. 7/21/14 I call Burnwell again her computer is froze and I tell her to have manager call me. no calls back. 8/8/14 I call manager is not available. 9/19/2014 I call secretary says computer is froze, I asked her if there is a work order or not for my address to have this tank pumped & removed off my property , She puts me hold manager gets on phone I told him enough is enough is there a work order or not for this tank to be emptied and removed off my property, his response was somewhere. Told him there is a full tank sitting here and I want my guage read ASAP & bill to be adjusted. Manager said he would do that today, I will see the difference on my next bill dated October 2014. He also stated tank can not be emptied that it is to old. I stated that I want this tank emptied and off my property and that I've had new service for sometime. Bill now arrives October 12,14 in ammount for $1525.22. , No reading was done or bill adjusted, no tank emptied. or removed off my property as of 10/20/14 This Burnwell Gas A Superior Plus Company will not cooperate with phone calls, cancellation notices, compensate for their regulator leaking, remove their tank, or adjust my bill for what propane I have used. I think their incompetent and about as sharp as a bowling bowl. I do not think they understand I want my bill adjusted immediately and do not need their services. I do believe I called way to many time and they do nothing.

Desired Settlement: Burnwell Gas A Superior Plus Company should eliminate the charge of $1,525.22 and any other reoccurring late fees of $20.99, for unused propane, and pick up their equipment and have it out and off my property ASAP.

Business Response:

Mr. ***** has called the Alden office.  An adjustment was made to his account.  Burnwell personnel visited to plan for pump out and removal.  While doing so it was determined the tank, which is buried, could not be pumped down.  The next step is to have it excavated and removed.  I would want to do this in the spring so the lawn has a chance to recover.

 

Consumer Response: Better Business Bureau:

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 adjusted to a credit on the following date of 10/21/14 -$1,120.93 only, for 325 gallons. Fill up was 400.1 gallons on 3/21/14 so apparently I used 75 gallons , the bill was $1,389.56 for 400.1 gallons @ 3.49 a gallon I feel that I only owe for the 75 gallons used at $3.49 a gallon = $261.75 plus a hazmat fee of $9.62= $271.37, not the current balance saying ammount due now $404.29 plus existing Service charges for $20.99 10/12/14 , 9/11/14 another $20.99 , 8/12/14 $20.99 , 7/13/14 $20.99, 6/12/14 $20.99, 5/13/14 another sevice charge again $20.99. Service charge for what ? When I called back in May 2014 to have this tank removed & wait til Spring of 2015 to have tank removed and pumped and off my property in unacceptable, Why the long wait? Also the balance is = $404.29 meaning I being charged $5.39 a gallon for 75 gallons at unfair pricing. Why am I paying more now? There is no itemized bill, and I did not also see a current bill since 10/12/14, as I looked online to see my current history balance. Also my last bill dated 10/12/14 was $1525.22 also included was a Third Party Notification, and on my bill clearly stated Deliveries and Services are Suspended. I do not feel that I owe these ridiculous charges of $20.99 for late fees when this could of been taken care of back in May 2014, When several attempts were made to communicate with Burnwell. This current balance of $404.29 I do not agree upon as I have lost several gallons of propane back in March which I was not compensated for at all.

Consumer Response: Better Business Bureau:

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,

**** *****

I have made a payment on October 25th 2014 for the 70 gallons used in the ammount of $271.37, Burnwell Superior Plus Energy is stating I have a balance of Zero, Which they never bothered to make the balance of ZERO, they did a small balance write off of $6.98, When I log onto my account it's stating I still owe $125.94. The 125.94 = $20.99 for late Service Charges for 6 consecutive months from May 2014 til October 2014, I have also waited over 72 hrs, to see if my account was credited, Apparently not. This could of been resolved months ago back in May 2014 if it was'nt for this Companys neglect to return calls or listen to the fact that I no longer need their services and do a reading back in May 2014 for my useage. I do not think I owe this company another penny. I would like to see my balance Zero immediately. 

Business Response:  I reviewed Mr. *****'s account this morning and it is at a zero balance.  The finance charges referenced were all reversed.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

**** *****

Finally , after months thank you

10/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My propane tank at my house was filled on April 2, 2014 I was charged for 264 gallons at $3.599 per gallon. I only wanted a minimum delivery as I was putting my house on the market to sell, but was told that was not Griffith Energies policy I would have to have it filled. I sold my house , closing July 3, 2014. I called Griffith on July 11,2014 to pick up my tank to issue me a refund. After 2 additional calls one in August and one in September they finally went out and put a lock on the tank, in the meantime the new owner was using the propane. My original bill was for $974.16 of which I paid $700.00 of. They finally sent me a refund for $287.03 with no explanation as to how they came up with that amount. I thought it to be approximately half of what it should have been. When I called to question I was told the usage was 52 gallons and my refund was for 212 gallons at 2.79 a gallon. I guess the price of propane has dropped. When I asked what the price was back in July when I first called they would not tell me. I asked how I went about filing a formal complaint and was told they would have the manager call me. That was over 4 hours ago, I guess they think my time waiting for a call has no value. I don't believe I should receive a lower amount then what I originally paid for the propane nor do I believe I should be charged for whatever amount the new owner used as a result of Griffith Energery taking over 2 plus months to pick up propane.

Desired Settlement: Much larger refund

Business Response:

4/2/14      $959.76   Customer billed full tank 264.0 gallons @3.599 plus 9.62 Hazmat Fee

5/4/14      14.40       Service Charge

5/16/14    300.00-    Payment 

6/3/14      9.90         Service Charge

6/20/14    400.00-    Payment 

7/6/14      3.90         Service Charge

7/15/14                    ******** called and said sold home;  Closing was on 7/3/14

8/5/14      3.90         Service Charge       (this was reversed 10/8/14)

8/22/14                    ******** called regarding her balance     

9/4/14      3.90         Service Charge       (this was reversed 10/8/14)

9/19/14                    Refund in process

9/24/14    287.03     Refund issued

10/6/14                    Additional adjustment – did not figure the refund correctly

10/7/14                    ******** called about refund and said we did not pickup the tanks in a timely basis and that the new people used the 52 gallons not her

10/7/14                    Per ***** giving credit for the 52 gallons – new owner must have used the product

10/8/14    7.80-        Two service charges billed after notification of home sale are reversed

                959.76-    Credit 264.0 gallons @ 3.599 plus 9.62 Hazmat Fee

10/8/14    384.77     Refund being processed

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******** ****

10/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I decided to switch my fuel company. I called Griffith Energy in Palmyra to inform them that I had made a switch and that I needed them to come pick up their small propane fuel tank from my home. I was told of their policies involving pick up of the old tank, how they would credit us back for the remainder of the fuel, that there would be a charge for the pick up and that our remaining credit of over $900 would be handled by a third party company and would take up to 6 weeks to receive a refund. Four days later the tank was still on my front lawn waiting to be picked up. I called Griffith & there was no record of my phone call canceling our account and discontinuing service with them, so I once again go through 2 more people and get my account canceled. I am once again told of their policies and charges and 6 week wait to get my $900. A few days later the tank is still on my lawn so I call for emergency service and explain to the technician that they need to please come and pick up their tank. 3 days later I call again. The receptionist asks for my account number. Once she pulls it up she says, "OH" and puts me on hold. Apparently, there were some notes on my account. I once again make the request AND ask for the person's number who is in charge of service and pick up. She gives me his email address. I shoot him an email, he calls me and tells me, EVEN AFTER ALL THIS, that it won't be until Friday. I don't believe them.

Desired Settlement: I want this tank gone! I want my money back! And I have no more patience to ask nicely.

Business Response:

The customer’s propane tank was picked up on September 23rd. The value of the remaining propane in the tank was credited to the customer’s account. A refund of $970.92 will be mailed out on Friday October 3rd, and should be received by Oct. 6th. We apologize for any inconvenience this may have caused.

 

 

***** ******

Region Manager, Southern N.Y.

Superior Plus Energy Services

Consumer Response: Better Business Bureau:

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 was waiting to respond to this email until I had our refund check from Griffith Energy, as they promised, by the 3rd of October. Today is October 8th. I have received 2 bills from them, both for 0.00. I have not received our money back yet. I knew they would respond with their quick intentions to resolve the issue, but no actions to actually follow through. They owe us almost $1,000! That is a lot of money! I am not satisfied with the outcome, nor will I be until we receive our money back from this HUGE company that really doesn't care.
********* ******** 

Business Response:

Tariff Affiliates  mailed the refund check (#******) out on 10/3/2014 in the amount of $970.92. The refund should have been received during the week of 10/6.If you have not received the refund yet please let us know.

 

 

Thanks,

***** ******

Region Manager, Southern N.Y.

Superior Plus Energy Services

9/25/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I switched heating oil suppliers last year to Superior Energy, when a salesman from the company came to our door. This salesman presented me with a contract, which I signed, for delivery of heating oil. As part of this contract, I agreed to their "Automatic Delivery" system, which he assured me was the typical thing people do. However, no details about these automatic deliveries or scheduling were provided at the time. I had no complaints with their services until this past April, when the company delivered a full tank of oil (232 gallons) on April 30, right before the beginning of summer, without notification. We had just received a scheduled delivery the month before for about 80 gallons (which we requested for the rest of the spring). Problematically, I was renting the house, and we were preparing to move out in the summer. If I had known anything about the scheduling of automatic deliveries, I would have called the company to let them know we were moving out. As it stands now, they are asking me to pay for a full tank of oil, which I did not ask for, in a house where I no longer live. The automatic delivery process was never explained to me by the salesman who had me sign the contract, and it is a deceptive practice to deliver a full tank of oil one month after a smaller delivery has been requested, and right before summer. This random and unexpected scheduling of deliveries is unfair especially to renters, who may be moving out and stuck with oil they do not need and did not order. When I called the company to complain, they basically said it was my fault for agreeing to automatic deliveries, and offered no explanation for the scheduling of deliveries. It appears to be that they make automatic deliveries whenever they feel like it, and do not feel the need to inform customers of this schedule. Again, while this may be fine for long-term homeowners, it is a terrible idea for renters, and they should clarify this practice when the contract is signed.

Desired Settlement: I would like the company to take back the oil they delivered and forgive my outstanding bill. It is unfair that I should have to pay for 800 dollars of oil sitting in a house where I no longer live. I would be open to other suggestions or compromises on billing from the company.

Business Response:

I left a voice message for the customer to call me back to resolve this issue.  This was clearly our mistake & we will rectify it.  We have also reached out to the customer via email an awaiting a response.

Regard

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Company was extremely apologetic and helpful in response to complaint. This is a good company. 

Regards,

******* ****

9/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After being a customer for 28 years, I elected to change my propane supplier. On June 23, 2014, I notified Superior / Griffith Energy by phone, that their tank was no longer being used, and that it had been relocated on my property if they chose to retrieve it. I also requested a refund be issued for the unused propane remaining in the tank. Note: according to Summary of billing rights on the reverse of their bill, there are ways to cancel service by email, fax or certified mail. I tried to email and was blocked access to the address. I tried to fax, and the number is not connected. Shortly after the tank was picked up, I received a bill, dated July 8, 2014 for $108 for pick up of THEIR equipment. I disputed this bill in writing on July 14, 2014 and requested a copy of their policy disclosure where I had been notified of this charge, and had agreed to the service. On August 9, 2014 I received another bill, dated August 8, 2014 for $108 plus $.77 Late Fee for Service Labor. No mention of the equipment pickup. I have not received any information that I requested in my letter of dispute, and in fact received no communication whatever from them other than another bill, with the items identified as labor and a late fee applied. I requested no service be performed. I was not informed prior to any agreement of a charge to terminate or for them to pick up their equipment. They have ignored my request for a copy of their disclosure of charges that should be provided before service is provided. They have ignored my request for a refund for the unused propane that was in the tank when they picked it up.

Desired Settlement: Superior / Griffith Energy should eliminate the charge of $108 and all late fees for them to pick up equipment that belonged to them and was on my property. They should refund to me the value of the unused propane that was in the tank when they picked it up.

Business Response:

Please know we value all of our customers, past and present. We do our best to deliver superior customer service. It appears we may not have achieved that with this customer and I do apologize.  I reviewed the account and charges.  The tank pick up fee was previously reversed and the customer did receive a refund for the product remaining in the tank when picked up, $56.27.  However, that refund was calculated at $1.00 less per gallon paid. We have since issued a refund of an additional $30.77 to correct the error.  The customer should receive the additional refund check within 30 days.  

 Thank you,

*** *******

9/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The salesman told me at the being of signing up for service that anytime they came to my home for a service call, the charge would be $90. But if I had the maintenance contract, there would be no fee, it would be included. I signed up for the maintenance contract. They never put the maintenance contract into effect when I started service with them in August of 2012. But when I had to call them for service in February 2013, then they put me on the contract. The salesman also told me that the work on leveling the tank would be added in the budget payments, but I was charged for that separately. My maintenance contract was renewed in January 2014, therefore cheating me out of a month's payment. I had a credit on my account at the beginning of 2014 and they used that for the whole new maintenance agreement payment. That was not told to me when I got the maintenance agreement in February of 2013. They said it would always be included in the budget. I have since told them I am not staying with them. I think I should get a refund of half a year maintenance payment. It was $309 which was raised without notifying me. I had called them in January 2014 for a problem and they billed me $120 for that. $89.95 was listed as service charge, which was suppose to be free since I had the maintenance agreement. I talked to their representative about that and she said, because worker did not have to use any parts, there was a fee. That is not what I was told by salesman at beginning of the service. I had a locked in price for the 2012-2013 heating season. they changed the wording of that and sent me a paper to fill out for the 2013-2014 heating season. I chose the capped price of $3.89 per gallon with .10 per gallon extra for the additive. On two different occasions they billed me over that and I called to complain. They adjusted the bill. After I called to cancel the account, the manager called me. He said he would waive the maintenance fee and lower my per gallon cost, if I stayed with the company. I told him no and also told him I am not paying the $120 service charge that was suppose to be included in contract..

Desired Settlement: I will settle for $89.95 to be sent to me and also half of the maintenance contract fee of $154.50

Business Response:

Sept. 15, 2014

Dear sir:

The service charge in question, adjusting the thermostat, on 1/14/14 for $120.00 was not covered under the service plan. She had purchased a service contract on 12/26/13 for $309.00.  Mrs. **** received a cleaning of her heating unit, as part of her contract coverage, on 4/12/14 which is valued at $179.00 and also 24/7 coverage from 12/26/13 until 6/5/14 when she requested her account to be cancelled.

There is no partial refund for contract coverage that exceeds coverage for 1 month.  I will credit her account for the $120.00 service call because of the misunderstanding.

If there are any questions I can be reached at ###-###-####. As recently, as today, I have tried

to contact Mrs. **** by phone to explain this to her.

Thank you,

***** ***********

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

**** ****

9/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I went a whole year heating my home with this company and I am on a budget system, I call in every month to pay my budget bill of 260.00. I just received a bill for over 2000.00 that is due by 9/17 , I went a whole year not receiving any statements in the mail, by e-mail, nothing so I didn't know I had such a large balance. As I stated I call in every month to pay my bill and nothing was said to me about my large balance so now I am stuck with this large bill and they want me to pay 4 to 500.00 a month to catch up. First of all I cannot afford this and second of all I would have been paying a little extra all year if I had known that I had such a large balance. to me I believe the company and customer service is at fault here. thank you for your time. walter wolicki

Desired Settlement: company to take full responsibility for their mistake and lack of customer care and support. The company should waive the large balance because of there inability to send a statement to my mailbox.

Business Response:

To Whom it may Concern: 

I am in receipt of your complaint dated 09/04/2014.  I have reviewed your account history with our Rome Customer Service Center and believe that we can propose a mutually agrreable payment arrangement between both parties.  We believe that you have received monthly statements which reflect your account activity and would be happy to provide a recap of your purchases with our company.  We are not ina position at this time to waive the existing balance on the account but do believe that we can provide a satisfactory payment schedule to you.

Thank you for your concern. Our Rome office will contact you to discuss.

**** ****

Superior Plus Energy Services Region Manager

Consumer Response:

Better Business Bureau:

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.

The company did not send us any statements therefore we did not know that our account was outstanding. If the company does not want to take responsibility for their mistake than I am sure we can conduct our business elsewhere. We should have received a statement every month as I call in and make payments every month and we were not notified that we had this large amount due until about a month ago. The company needs to be more responsible and be more alert with their customer relations. There is no reason for this to happen, if I had known about this sooner I could have made larger payments so that I would not be so far behind right now.  It is the companies fault that I am behind because I never received a statement until I called them and they said " oh sorry, well I can send you the last 3 months statements if that helps". No this didn't help because I am over $2000.00 behind because of the statements not making it to my residence. I would accept if half of the outstanding balance were to be covered by the company in efforts to accept their mistake. There is no excuse for the company to conduct business in this matter, if I am making payments I expect to see statements. over a year with no statements? not professional!

Regards,

****** *******




9/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased this home a year ago. Montour (Superior) was the previous owner's propane provider. I have switched to a new provider. I have contacted Montour multiple times. They were originally unable to find the old account. Once they were able to, I requested that their old 100 gallon tank be removed from the property. The tank is clearly labeled that it is their property. I have called customer service at least 5 times - most recently on 8/15/14. I have been told three times that they would come pick up the tank. I was told that they attempted to pick up the tank once. However, this is a gated community that I would have to call them in. I did not get any call from the maingate requesting access. I doubt any such attempt was made. If this is not resolved, my next step will be to contact PA DEP and report this aging tank sitting on my property.

Desired Settlement: I want this 100 gallon tank belonging to Montour removed from my property before 9/26/14

Business Response: We did have trouble locating this account and still can not find one. The customer does need to make the front gate aware that we will be coming so they will let us in. If we can not get into the gate we have no way of accessing the tank. We will make sure that we get the tank picked up by September 26th as the customer requested.

9/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My wife place an evening call on Sunday 10th knowingly that the customer secretary will only pass on the service call to dispatch the next working day. My wife also requested partial filling in which they told her that they cannot do that. Reason being we did not have the entire payment amount available at that moment, so they gave us credit to pay in installments. We had propane delivered without a telephone call from the technicians or dispatch. They took it upon themselves to fill the tank and proceeded to lock the turn on valve. We arrived later in the evening to find out that they left an bag on our door ***** with a tag that describe the procedure to get the tank unlocked. Fine! , they technicians arrived 2 hours late and know we are obligated to paid for the reconnection of the tank. It is unethical to and taking advantage of the situation. Dear Manager, Having to results to these tactics will not only made your customer uneasy to order propane but to dropped your service. We do not want anything for free but if you going to send someone to make a delivery call make sure they call the customer and don't deliver if not there.

Desired Settlement: not to be charge an extra $87.95 because someone forgot their procedure. Poor training.

Business Response: Customer called and requested a delivery, we did advise that we can only fill the tank and do no do partial delivery's. We delivered the next day and since the tank was empty it is a safety precaution that if there is no one home the driver locks out the tank in case of any leaks. We then had to go back and do a leak test and unlock the tank when the customer was home. We charge a fee of $87.95, customer was not happy with that charge. I did offer to split the cost with her so that they would only be charged $43.98. customer refused and requested that we pick up our tank immediately. We did pick up our tank per the customer request. In our opinion we tried to resolve this with the customer and they refused and canceled our service therefore we carried out his request and picked up the tank. please advise if you feel this outcome is unsatisfactory

Consumer Response:

Better Business Bureau:

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,

******* *******

Everything mentioned is correct and is exactly what a mediator will conclude as being correct. The only thing they did not mentioned that they day schedule for the delivery when my wife was home to receive, they were "NO SHOW" they came the day after and she had a doctor's appointment. Now doesn't that seems to you as an everyday procedure or is a way to get more money out of you?  I do understand the safety, I have no problem with that.

My problem is they did not come the day they were schedule to come, but how convenient to come the following day and we have to pay the consequences for their negligence . Just not fair. I really made several calls to different propane companies about 75%  do this.  I want people to be aware. Never had a problem with Montour they took over and everything just changed.

Business Response: Customer called on 8-11-14 and stated they were out of propane, they are not automatic delivery and our policy is that we need at least a 24 hour notice to be able to get there. The delivery was made on 8-12-14, customer is to keep an eye on their propane tank gauge and call us when they are at 20%, so we have enough time. We got there as quickly as we could. We feel that this was handled in a very timely manor.

Consumer Response: I believe that Superior hasgone to a lot of trouble to vindicate themselves of a mistake. I will  not accept their answer. It will become a priority for me to confront all these unethical companies and make aware to all the propane consumers of these undisclose tactics. Social Media will carry this to the end. 

Better Business Bureau:
Regards,
******* *******




7/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I told Griffith Energy I was no longer going to be a customer and have a credit of $85.43 on my May invoice #********* and asked for a refund on May 16th, did not get refund, I have called them three times since, they keep saying they are looking into it but still,no refund and now it is July

Desired Settlement: I would like them to make a prompt refund

Business Response: Unfortunately refund request had not been processed properly, therefore a check for the refund had not been sent.  Request has now been submitted and a check for the refund will be placed in the mail on 7/11/14.  Customer was contacted with explanation.

Consumer Response: Better Business Bureau:

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.

Consumer called BBB, refund check to be mailed on 7/11 has not been received.

Regards,

**** *******


Business Response: Refund check was sent from****** ********** on Friday 7/11. The check and envelope will have ****** ********** on it with a reference to Superior on the stub.  If customer needs to contact us, please feel free to call ###-###-#### and ask for **** in our Accounts Receivable Department.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Check came in today's mail, Thanks for all your help
 
Regards,

**** *******





jfmarkham@frontiernet.net jfmarkham@frontiernet.net

12:16 PM (46 minutes ago)
to complaints
 
 
 
 
Check came in today's mail, Thanks for all your help
 

7/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I also have customer service complaints 2 brand new units in a period of mmonths and now being charged for parts totalling 787.26 for the new units that were under warrenty and they will not return my calls re the charges

Desired Settlement: I dont feel I should have to pay for the full bal they are requesting of 1051.03 because 787.26 if for parts for a new unit

Business Response: The customer was called by the local Customer Service Center Manager and was given an explanation of the charges and she said understood  agreed with them.  Her account was reviewed with her by the Customer Service Center Manager and they agreed upon the remaining balance on her account.  The customer's questions were answered and the customer was happy with the results of the call.

7/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We had heating oil delivered. The cost was $859. Our total account balance was just over $900. We were paying regulary at least $100 approximately every two weeks. The CSR at Superior threatened on the phone to disconnect our propane because the bill wasn't paid in full. Though they continued to accept our payments of $100 approximately every two weeks. Last payment was accepted on 6/26/2014. Bringing the total paid to $700. They sent a technician to our house last week,while no one was home and disconnected our propane tank. They did not leave any paperwork nor did they call to tell us it what they had done. We had no idea they did it until Saturday 6/28/2014, when we were doing yard work around the house. They propane is only hooked to my stove but I use it to cook. WE have children under the age of 16 to feed. I could understand if we refused to pay. We were paying on the balance.

Desired Settlement: Reconnect our propane tank at no charge to our account. Stop threatening customers that are paying on their accounts.

Business Response:

The customer was informed on 6/5/14 the propane tank would be locked due to non-payment. Considering two additional $100 payments have been received since this date, it was agreed the propane service would be restored today. We are also allowing additional time for the customer to complete payment of the balance which the customer is estimating to be paid off in approximately one month. The customer found this arrangement to be agreeable, and we consider the issue to be resolved.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10112316, and find that this resolution is satisfactory to me as long as my account is not charged for the reconnection or the state mandated pressure test.   The issue was not nonpayment. Payments were being made from 4/4/2014 and I have the records to prove it. Also, the business left out one part of the agreement. The CSR Jen from Superior called me this morning to tell me they were sending someone out and I need to be home for State mandated pressure testing.  While explaining the decision that the corporate credit office made, she metioned our account would be "pay on delivery" from this point forward once the outstanding balance is paid in full.

Regards,

****** *********




6/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My husband and I had our oil heating replaced with propane. Superior Plus was our oil supplier, so we went with them to make the conversion. We went on a budget plan to pay off the cost, but after a few months we decided to pay off the balance. We went down to the office, asked them the full amount of our balance, and paid off the installment plan in full. We were given a hand written receipt stating that the installment plan was paid in full. A few weeks later we received a bill asking for the installment plan payment. We ignored it, thinking our payment was not fully processed yet. But two weeks later, we received another bill asking for the payment. We called them about it and was told they needed to research it and that they would call us back later that day. They did not. So, the next business day, we called again and was told they would call us back. They did, and said we owed the payment. Again, explaining that we had a receipt showing the entire bill had been paid off, and even the new bill that they sent us showed a zero balance, but at the same time asked for another payment, made no sense. They still said we owed the installment payment, it would be the last payment. Not agreeing, my husband and I went down to the office where the receptionist looked over the bill and was just as confused as we were. She called the woman we spoke with over the phone and put her on speaker phone. The receptionist commented that it appear it had been paid fully and that we were the 5th customer that day to come in over confusion with their bill. We said if your own employees do not understand your own bills, there is a problem. We have a receipt saying the bill was paid in full, and if that is not true, then it was a Superior Plus employee who made the mistake, and we should not be held responsible for their error.

Desired Settlement: Since we have a receipt saying the entire bill is paid in full, we would like Superior to honor it.

Business Response: Our Customer Service Manager has contacted customer and apologized for any inconvenience. Monetary adjustments have been and statement has been sent to customer to confirm everything is resolved. 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

****** ********



5/23/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 3-25-14, we received delivery of propane that provided 169.8 gallons for our swimming pool at $5.349 per gallon. We did not order this delivery, and I am uncertain why anyone would deliver LPG strictly for a swimming pool in March while the temperature is below 30.As I received this delivery without my order, I called your office on March 27th, inquiring why swimming pool fuel was delivered, and why I was charged $5.349 per gallon. I was told that in 2013, we switched to auto delivery. This is not the case. Why would I, seven years into owning a pool where I typically call for delivery of 100 gallons at a time in May or June, suddenly change to auto delivery and request delivery in the winter, for a swimming pool, while prices are at historical highs. I then checked CT prices, and with a local dealer on March 27th, who will provide delivery at $2.93 per gallon. Why is your price almost double of a competiton?The following is speculative, but this is my belief at this time that the following is true. Your company is engaging in fraudulent and quite possibly criminal activities. Making unrequested deliveries, making false claims of auto delivery, making deliveries for a swimming pool in freezing weather, and delivering fuel at grossly inflated values to take advantage of customers during a time of high demand and resource shortfalls, to obtain grossly inflated and unjustified profits. As your company seems my concerns as unworthy of a return call or any response, I am taking the following actions:Do not make any further deliveries to my residence. At a later date we will discuss cancellation of your service and switch to another provider. You own the small fuel tank for the home cooking stove, and we need to make arrangements for that transfer. I own the pool heater tanks and you should not touch those.Take notice that I am not paying for the gas you delivered. You can come take it back if you like. I did not order it, I am not paying for it now or at these grossly inflated prices.I am forwarding a copy of this to the Better Business Bureau.I am filing a complaint with the State Department of Consumer Protection.I am forwarding a complaint with the state Attorney Generals office, under CUTPA.

Desired Settlement: I would appreciate it if somebody would help with my issue, as I will not be paying them and I am certain at some point they will come after me for some settlement, but I assume these folks are committing this fraud on a wide scale and there should be intervention by authorities.

Business Response:

To Whom it may Concern,

   Mr. ******* account has been on automatic delivery since he opened his account in 2007. He has received deliveries to this location, on average, twice a year. This is not the first time that he has received a delivery for this location in March. He also received a delivery back in March 2009. His first delivery for the year ranges from March to May and is an average of 152 gallons. His delivery ticket comes out based on an automatic route table. This is computer generated. I understand that Mr. ***** is making a point that this is for his pool, but we have been making deliveries to this location before the beginning of the pool heating season for the past seven years. at no time, prior to this delivery, did Mr. ***** ask to have his account placed on hold or be put on a will-call basis which we would have been more than happy to have done for him.

   As for the price complaint, the average price per gallon for Propane around the time of the delivery was $3.72 for home heating Only, per the State of CT DEEP official website. Beyoind that, Propane pricing is base on usage or "buckets". These "buckets" have pricing that reflects usage of 0-100g, 101-300g, 301-500g, etc. At the time Mr. ******* delivery, based on his usage, he was charged $5.349 a gallon. When he called the office to complain about the price and the time frame of the delivery, the delivery Manager took his concerns into consideration and offered (at that time) our current first fill price of $2.999g for that delivery. His account has since been adjusted and a credit of $399.00 has been added. Thank you. 

5/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 4/7 griffith delivered an unrequited propane delivery, not only to they fill the tank with propane outside of our original set pricing they posed damage to our yard. The following business day my husband contacted them about our concerns both filling the tank and damage. Griffin stated "pricing changed with out notice" and offered a coupon for 50.00 for damage to the yard. Subsequently we pursued other vendors and found a new service contacting Griffin on 4/22 to retrieve their tank and cancel services. I was informed and transferred 2 different offices letting me know the tank would be picked up and the bill settled. It has been weeks and our tank awaits pick up, and now in receipt of bills accruing late fees. I have had run around on several occasions with regard to pick up and termination of their product. The tank is full and is disconnected awaiting rendering.

Desired Settlement: We would like the tank removed from our property with no further damage to our yard as requested by phone.

Business Response: We are very sorry to hear of your trouble with our services.  Your satisfaction is of utmost importance to us.

As of today (5/14/2014), we can confirm that the full disconnected Propane tank in question has been picked up from your residence.  Your account has been credited $710.00, leaving a balance from the last delivery of $0.  In addition, you will be refunded $179.62 due to a credit in your favor.  The credit has been processed, and will be mailed to you via a third party check in three to six weeks. 

We again apologize for the events that caused you to lose faith in our organization.  Thank you for your many years of patronage and loyalty.

Sincerely,
Superior Plus Energy Services

5/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up with Superior Plus Energy in PA for a FIXED rate energy program. I did not notice any problems until January 2014 when we had the high energy demand and my rate was changed to a variable rate and was extremely high. I paid the bill anyway and contacted Superior Plus that I wanted to cancel with them and change it back to PP&L selecting my energy supplier. On my next bill, there were no charges whatsoever from Superior Plus so I assumed that it was taken care of. This months bill I just received and there is a "adjustment" charge from Superior Plus for $118.64 and this periods generation charge for $107.91 at a rate of 16.5 cents per kilowatt. That is utterly ridiculous almost doubling what the rate should be when I didn't want Superior Plus to be my provider after January.

Desired Settlement: These frivolous charges need to be removed from my bill and PP&L choose my supplier for me as I requested. I am NOT paying 16.5 cents per kilowatt for a generation charge. That brings my residential total to almost 20cents per kilowatt.

Business Response:

According to our records, the customer signed-up May 22, 2013 on Superior’s Electricity Variable rate plan which had an Introductory rate of $0.0630 kWh through July 31, 2013 and a variable price thereafter.  An Electricity Enrollment Confirmation was sent to *******@gmail.com (copy attached) which was the email provided upon sign-up.  Superior Plus Energy became the customer’s electricity supplier effective June 24, 2013.

 As of May 5, 2014 we do not have any record of the customer contacting our Electricity Customer Service department either via phone (###-###-####) or email (***********@Superiorplusenergy.com)

The “adjustment charge” of $118.64 appearing on the customer’s billing period March 24, 2014-April 24, 2014 is a result of the customer not being billed for the “Generation and Transmission” charges for the period February 24, 2014-March 24, 2014. This amount consists of 719.00 kWh used at the rate of $0.165 kWh.

We contacted the customer on May 6, 2014 regarding her complaint yet there was no answer. Left message with our number for customer call-back.  Followed-up with an email to the customer on May 7, 2014.

As of today, the customer continues to be on the Electricity Price Plan with us. We have not received a reply from the customer via either phone or email nor any request from the customer or notification from PPL to have the Plan cancelled.

Regards

4/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received my **** energy statement on Friday 03/14/2014 for $604.31, and was in shock when I realized I was being charged a rate of 0.164998 kWh by Superior Plus Energy, instead of ****s rate of 0.0877 kWh. I never agreed to accept service from the energy provider, Superior Energy Plus, and I would like my account to be transferred back to **** energy immediately. In addition I would like my account balance adjusted, I do not feel I should have to pay Superior Energy Plus's energy charges, because I did not give them approval to transfer my account in the first place. **** Account Number:*****-*****

Desired Settlement: I would like my energy account to be transferred back to **** immediately, and I would like my account balance to be adjusted accordingly.

Business Response:

According to our records, ***** ******** called our Customer Service department on November 27, 2013 (voice recording has been verified) and signed-up for our Electricity Variable Rate Plan which had an Introductory Fixed Rate of 7.2 cents/kWh thru January 31, 2014 then a month-to-month variable thereafter.

An Electricity Enrollment Confirmation was emailed to **************@gmail.com on November 27, 2013 which was the email address provided by the customer upon sign-up.

We began supplying the customer with electricity on February 7, 2014.

We received notification from **** on February 18, 2014 that the customer cancelled their Plan for an effective date of March 7, 2013. Therefore the customer has already cancelled by contacting the utility.

 

We did not receive any correspondence from the customer in advance of their cancellation through the utility.

In reviewing the customer’s electricity supply charges, all amounts are accurate.

Without prejudice, we deny the allegations indicated in the customer’s complaint.

 

As this is a voluntary response, please note that customer information, including names and email addresses, are confidential and cannot be provided to anyone but the named person.

 

Regards,

 

Superior Plus Energy

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint. 

The information provided from Superior Plus Energy is not accurate, I never called to transfer service. Once again I am asking to have my energy charges adjusted to the proper amount. Thank you for your time.


Regards,

**** ********

4/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Tomorrow will make it officially 30 days since I requested an end of my service with this company as I was dissatisfied with the services I was receiving. I located another fuel provider and requested that Griffith schedule me for a pick up of their fuel tanks. I have paid for the last delivery in full and actually have a credit on my account, not including the credit that is owed for the unused fuel within the tanks. I have called the offices on Tuesday March 10th, Tuesday March 11th, Wednesday, March 19th, Monday March 31st, and Wednesday April 9th. Each time I have requested the pick up of the fuel tanks so I can be refunded for the fuel. Each time, the customer services representatives were unable to provide me with a specific, or even a general, time window for when the tanks would be picked up. The tanks are dangerously located on a surface that, with the warmer weather, can cause the un-anchored tanks to shift and hit the new propane tanks or the house. I realize that they are short staffed and it has been a harsher than usual winter. I also realize that I have ended my services with this company and therefore may no longer be a "priority." However, until my account has been cleared, the money I am owed refunded, and their property removed from the premises, I am still a customer. I would like to be treated with the courtesy and timeliness that a normal customer would receive. I understand being booked up and not being able to come out immediately, but at least have the decency to give me an approximate time window within which I can expect to be served. That is a few hundred dollars sitting in my backyard, serving no one, and simply making me angrier.

Desired Settlement: It is the company's job to provide at least some form of minimal customer service. I appreciate the friendly voices on the other end of the phone when I call, however, a friendly voice that delivers the same lack of knowledge and information every single time is unacceptable. Our relationship has broken, and just like any other relationship, I expect your company to come get its belonging out of my yard. I also expect the credit on my account in a timely fashion. One month, without any resolution of the problem, is not at all timely.

Business Response:

The customer called in on March 7th saying that they have changed companies and will call us back when the tanks are ready to be picked up. Looking at the log files we have not recieved a call from the customer as of today. I will turn this over to the service dept and have the tanks picked up on March 11th

I hope this clear up any confusion regarding this matter.

Consumer Response: Better Business Bureau:

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.

The business offered me a service date that is in the past.  Even if the month was incorrectly entered, April 11th has also passed and was after the date that the response was received.  My complaint clearly outlined dates that I contacted the business trying to have my propane tanks picked up without any resolution.  I was unable to speak to a customer service representative of this organization today during regular business hours due to work conflict.  I will continue my effort the rest of the week to get this issue resolved and the money I am owed refunded to me.  Perhaps phones calls once a week for a month are simply not enough and I shall have to resort to daily phone calls.  I do not feel that my requests are at all unreasonable or out of the regular scope of their services provided to all other customers.  

Regards,

******** ******




Business Response:

Good Morning

The correct pick up date should have been April 16th by end of business day. Once the equipment is received the paper work will be submitted for any refunds due. This process takes approximately 2 weeks to receive a refund and I apologize for the miscommunication.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  If after 14 business days I have not heard anything regarding my refund, I will contact your organization again to resolve the issue.   

Regards,

******** ******

4/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Wemoved to ******** 2.5 years ago. A sales representative for the Superior gas stoppped by with sales. We shared our needs of heating (being high) and financial constrain to pay in lump sum. We asked him a series of questions over 4 visits (becuase we wanted to be sure we are making a right choice). We informed him that we are all workign individuals and have old parents at home and would like to avoid reading fine lines so if he can give us an overview and answer straight forward questions. SOme being: Can we pay monthly small incremental amounts if we can not pay lump sum? Can we expect ontime delivery before we run out because of the automatic system they ahve due to a mother with arthristis and osteoprosis Can we expect ontime delivery due to a 4 year old at home Can we expect dependability of services regardless of the payment if we ahve a card on file for automatic withdraw Since alst year, the company has added charges such as equipment rent, which was waived for us by the sales manager They have taken us of auotmatic delivery despite escalating it to their management They have failed to deliver on timely manner because they deivery 100 gallon at a higher price now of 4.99 . that charges 600$ per 100gallon delivery. So they stop delivery after each 100 gallon ause bill goes to 1500! i pay 500 weekly and they still stop delivery every week. In this month we ahve been out of heat twice depsite they promised to deliver by their Regional manager to complete delivery. In addition, they are adding service changes ech time i hve to call for urgent delivery This is despite paying 30% and weekly! They have changed agreement and committment to deliver customer service in addition, they have hung up couple of times when i ask for delivery ETA of delivery despite paying them!

Desired Settlement: I would like to deliver propane as committed because we pay and clear our bill before year ends

Business Response:

The original price of $2.59 was an introductory price for the first tank fill.  Subsequent deliveries would be at our retail posted pricing based on market conditions which is how deliveries have been made.  The price was not a guaranteed fixed price.  The State of CT mandates that every fixed price arrangement must be recognized by a signed contract and cannot auto renew; it must be renewed on an annual basis.  We have no such agreements with the customer.  Pricing during the 2013-14 heating season escalated signifciantly due to product supply transportation issues.  Wholesale costs of propane more than doubled during January and February 2014 resulting in propane consumers experiencing retails cost in excess of $4/gallon.  Prices have since declined during the month of March and average state prices are now in the upper $3 range.

The customer is on automatic delivery service, however, part of the service requires that the account is maintained within our credit terms of 30 days and below the established credit limit.  The limitation on delivery is due to the balance exceeding our established credit terms and our efforts to continue to provide the customer with fuel.  Payments have not been sufficient to reduce the balance to be within terms and our credit department is attempting to work with the customer in a manner that is consistent with our established delivery and credit policies for all of our customers.

4/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company told us we needed a new oil tank in basement.Had a company come out and put a new one in.Superior oil is charging us for a service contract on new oil tank which I think we should not have to pay on a new oil tank.Very slow in coming out to clean heater this year.We have a service contract with them.

Consumer Response: The tank is owned by us.We had it installed.The cost for insurance on it that Superior charged me was 25.95 for the year

Business Response:

Customer was received a $50 discount back at the time when this was questioned. Our CSR called customer today, 3/21/2014 and credited the account another goodwill adjustment of $25.

All contracts effective in 2013 included tank coverage which is part of the agreement and price.

Customer was happy with the adjustment.

3/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 8/23/13 I signed a contract to pre-pay for 800 gallons of propane for $1.899 per gallon. When fuel was delivered on 2/5/14 there was an attached notice3 stating they were going to charge an additional $9.62 for every delivery. When I called and asked for a waiver, they said "absolutely no". She stated that it is allowable in the contract par.5 by the words "...or other". I feel this is just a greedy subterfuge which violates the intention of the contract.I can send copies of the contract if you need them.

Desired Settlement: Waive the delivery fee.

Business Response:

 Griffith Energy, Burnwell Gas and Superior Plus Energy Services have made a significant investment both financially in Equipment/tools as well as in training hours and staff to be the best in industry not only to remain compliant with Federal, State, Local regulations and industry best practices and use this philosophy as a way to provide customers’ assurance that we hold the customers’ and our employees’ safety in high regard in our business model.  We are a company that will respond with professionally trained personnel if a situation warranted it and not everyone we compete against can make that claim. 

•     Driver/Tech training - Safety and regulatory

     

•     Safety and regulatory equipment/tools for drivers/techs 

                FR clothing, safe level monitors

•     Safety and spill response

                 Propane equipment/Oil tank failure

•     Corporate Propane and Environmental expertise

•     Propane tank sets installed and maintained professionally and safe.

 We have tried to recoup additional cost previously strictly by unit margin in the price of our product and it is hard sometimes for a customer to understand this when comparing us to other local regional marketers who may not have invested money and time in their employees and equipment.

 Your contracted pre established volume/fixed price for 2013-2014 heating season is at $1.899 and market secured for you as a valued customer, where as current rates for non secured valued customers ( Variable Market Rate) has gone near and above the $3.00/ gallon and are also subjected to the Hazmat fee.

 Our Winter Fuel Price Protection Agreements do have under (the Price) does not include or exclude additional charges that may be incurred, "the Price" represents the agreed price for the fuel only and does not include any additional charges that may be incurred such as service to the customers heating unit, delivery surcharges, heating unit or appliance security plans, equipment rental fees , or other if any.

 We apologize for any hard ship or misunderstanding in this matter and all fees are held back as long as possible to our customers and we strive to provide the highest level of service, quality products and safety to our customers.

 

Consumer Response: Better Business Bureau:

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,

****** ******
The response from Griffith Energy was disappointing; nothing but self-promotion and did not address the real issue.  Their attempt to wring more money from the consumer is nothing but a cheap attempt of hiding behind their cynical interpretation of a signed contract.  This is not a professional or ethical way of doing business.  My complaint still stands.

Business Response:

 Griffith Energy has fully responded and explained reasoning for implemented  Fee Notice/ Hazmat Regulatory Compliance Fee effective January 2014 and consumer contract information on complaint ID******* in respects to “wave delivery fee” on 03/05/2014

 With all due respect we again apologize for any misunderstanding or hardship this may have caused and we stand behind our compliance to customers and employee safety , insurance, OSHA , environmental practices, providing the highest level of service , quality products and safety to our customers and community.

Consumer Response: Better Business Bureau:

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.

As you can see the matter has not been resolved and it will not be until they rescind the delivery fee which violates our written agreement.  I see this as a breach of contract.

Regards,

****** ******

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: New charge noted on delivery invoice of 2/24/2014 for propane hazmat Fee of $9.62 without prior notification or approval of customer. When contacting Griffith regarding this charge they stated the notification notice explaining the fee was in my door bag with the invoice. I told them there was no such notice, she stated perhaps they had run out. When asked why there had been no prior notification, she stated this charge had just been instituted in January 2014. That the charge was to cover the costs of training the truck drivers to meet government regulations for fuel delivery. I again asked why there had been no notification prior to delivery, and she stated that's how they do it. I asked how often this charge will be assessed and what is it based on. She stated it is assessed each delivery. I disputed charge again, she said she would have the delivery manager call me. No return call that day, none on 2/25/13 either. I called Griffith again on 2/26/13 and asked for the delivery manager. I again voiced my concerns over this charge, he stated upper management had instituted it and that he would pass on my complaint along with all the others they have gotten regarding this. I also reiterated my concern that there was no notification of this additional charge. He emailed me a copy of the propane hazmat fee notification. I prebuy a set amount of propane to be delivered, this entitles the company to deliver propane at their discretion.My concerns on this seemingly random charge are as follows: no prior notification, obviously when one prebuys it is to manage costs. Griffith certainly was aware of government regulations and the costs incurred with this. If they feel they can assess this charge with each delivery, then they certainly should not mandate that they determine length of time between refills.This charge should at least be either included in the price per gallon to be fair to all, not based upon how often they decide to make deliveries.Why should an entity that uses thousands of gallons of propane have the same fees assessed as someone who only uses hundreds.

Desired Settlement: Notification of all charges up front and ahead of time. If customer prebuys and pays months ahead of delivery, new charges should not be imposed untill next contract comes up. Equal sharing by all customers of new imposed fees. If they are going to charge per delivery, then Griffth should not have in contract that they determine the length of time between deliveries.

Business Response:

I would like to begin by apologizing to the customer for not receiving the HAZMAT fee notice in the receipt bag with their last delivery. We have been diligent at notifying all customers of the HAZMAT fee via notices left with their delivery invoice and online on our website, http://www.superiorplusenergy.com/support/disclosures

Superior Energy Services Inc., D/B/A Griffith Energy, has made significant investments in equipment/tools, training hours and staff that are necessary not only to remain compliant with Federal, State and Local regulations and industry best practices but as a way to demonstrate to and ensure customers and employees that safety is our highest priority as a full service provider. We are a company that will respond with professionally trained personnel if a situation warranted it. Driven in part by new Federal Requirements implemented in 2011, the practice of isolating and identifying HAZMAT and Regulatory Compliance investments separate from the cost of product to the customer is consistent with Superior’s full service peers in the propane distribution business. Superior’s most-similar brand name competitors have commonly itemized HAZMAT fees and added Fuel Delivery surcharges, which commonly more than double the singular $9.62 fee assessed by Superior.  While I do understand the customer’s frustration in receiving a new unexpected fee it was not implemented in haste.  In fact, Superior is “late to the game” in regards to implementing this fee compared to competitors in the market who have had this fee for some years.

In regards to the customer question on their prebuy contract and the added HAZMAT fee;

Prebuy contracts are made to secure product at a specific price, paid for by the customer at the beginning of the heating season.  The customer received, agreed to and signed the “Winter Fuel Price Agreement”.

Please note below an excerpt from that agreement found on page one of the contract:

 

Pre-Payment of the entire amount due represents the agreed price for the fuel only and does not include any additional charges that may be incurred such as service to the customer’s heating unit, delivery surcharges, heating unit or appliance security plans, equipment rental fees, or other, if any.

Superior Energy Services values our customers and would like to offer a resolution. I would offer that the HAZMAT fee be removed from the customer’s account for the remainder of the prebuy contract and also refund any HAZMAT fees that have been charged since implementation of such.

I apologize for any confusion or frustration the customer may have had in regards to our implementation of the HAZMAT fee.  I trust that the customer will find this resolution offer acceptable.  I look forward to many years of a continued service relationship.

Sincerely,

*** *******

Customer Service Center Manger

Pearl Creek/Leroy/Wyoming NY

Consumer Response: Better Business Bureau:

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.

The reason we do not accept their offered settlement is due to the fact that none of the desired outcomes were met or addressed. Their response is designed to appease me as an individual customer without addressing the underlying issue of prenotification of additional charges which is essential in good business practices, and what is expected of Griffith's reputation.
Secondly, the response does not address the equity of charges as it is based on delivery intervals, set by them, and not the volume of product delivered. These issues should be addressed for all of Griffith's customers and not just me.

Thankyou for your time on this matter.
 
Regards,  ***** *** ***** *****

Business Response:

Superior Plus Energy Services believes that we have addressed the customers issue in regards to timeliness of notification and have also noted that our “Winter Fuel Price Agreement” contract does allow for HAZMAT fee implementation. We also have offered to remove the fee for the remainder of the contract and also credit back any HAZMAT fees that were charged to the customer for this season. Unfortunately the customer has rejected this offer. However, because we value this customer we have already moved forward completing the details in our offer and did credit back any HAZMAT fees that have been charged and have also removed the HAZMAT fee for the remainder of the “Winter Fuel Price Agreement” in hopes that the customer will remain with Superior for their future heating fuel needs.

Sincerely,

*** *******

Superior Plus Energy Services

Customer Service Center Manger

Pearl Creek/Leroy/Wyoming NY 

3/15/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Called them two months ago regarding a propane refill (we have a credit there in the amount of $252) and was told to call back when we reached 10 %. I called yesterday to inform them that our propane needed refilled and the customer service associate with whom I spoke to would not give me a definite date as to when they would be at my home to fill my tank. Also, this individual was not pleasant at all to speak to. This morning I called her again since our propane ran out last night and again she was very rude and informed me that I would be charged an additional $125 delivery fee and that basically they would be there whenever they got there and that there is a list they go by for deliveries and our name is not on it. At this time we only utilize our propane for cooking so she has apparently deemed that it is unimportant to schedule our refill since it is not heat related ( she did bring this up in our conversation).

Desired Settlement: I want our propane delivered as soon as possible to utilize the credit we have with them then thereafter, we will find another company to service our propane needs.

Business Response:

To whom it may concern,

We received the customer's (***** & ******* *****) order for fuel on March 3, 2014, delivery was made on March 4, 2014.

The ******* are Call In customers, those not on auto refill, and are asked to notify us when their tanks are at 30%.  There may have been some confusion with the customer on this point.

We do advise customers of or operating procedures regarding when to place an order to ensure the best possible service.  Receiving an order at 30%, or higher, allows us to fit their delivery into the schedule in a timely manner.

We do prioritize deliveries and attempt to deliver to customers in the order we receive their request.  The Story's delivery request was prioritized and run ahead of many others that were received weeks in advance.   

Sincerely,

**** ******

Customer service Center Manager

3/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Burnwell Gas of Dansville, NY continues to bill me in error for propane tank rental. I closed my account and turned in the tank in Nov 2013 - I have documentation that the tank was turned in and account closed with $0 balance due. I have been billed every month since, I call every month and am told to disregard the bill and that the billing error will be corrected. I am told that they are very busy and just have not had time to correct the error.

Desired Settlement: Stop billing me

Business Response: Mr. *****,

 
We would like to apologize that this matter hasn't been settled in a more timely manner, as we understand that this has caused you frustration.
 
The billing error on your canceled account (*******) has been corrected.  The propane tank rental fee that was billed to your canceled account has been removed, and the account balance has been returned to $0.00.  We have also effectively terminated and purged the account from our system, as to eliminate any errors in the future.
 
Thank you for your loyalty and patronage of our company, we appreciate it.
 
Sincerely,
Superior Plus Energy Services, Inc.

2/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a Cash ON Delivery business relationship with Superior. I pre-pay for Propane before they deliver. This season on Jan 10th 2014, I paid for 175 gallons of Propane. Unfortunately I had ordered the Propane a week prior and after two days of waiting (reasonable) I started calling daily, up to numerous times per day asking what the status is for delivery. Every time I was told " you are on the list, should be there soon!". No specifics, just it's coming. That is wonderful news, however, these are empty promises. Due to the nature of how cold it was and it was possible they were caught of guard with demand I waited 5 days for delivery and felt that was a one off situation. Unfortunately that is not the case. On Feb 8th, I called to re-order propane and was kind enough to get someone on the line that I had an outstanding balance of $221?! How could this be I asked, as I am a COD customer and must pre-pay before you take the liberty of delivering my propane. They indicated that they know this is not news I want to hear but I need to pay it before they can provide me anymore propane. I disputed the amount as I have no proof this amount was delivered and if it was I did not ask for it and the business has the risk here. However, I asked to speak to a manager to explain who is at fault and a resolution. Again, I did not order or want that additional propane and yet I am being coerced to pay so I can have new propane delivered to warm my house so my wife and 3 children don't freeze to death?I advised the girl i ha 15% in my tank and needed new propane. I was told a manager would call me on Sunday Feb9th. Never happened. I called Monday morning and paid the amount as I need propane to be delivered as I have no leverage in the situation. I was told a couple for delivery. 48 hrs later on Wednesday (a couple days) I indicated a storm is coming a need the propane I have paid for delivered and I was told someone would call me back. Never happened. Called again, same thing. No propane delivered. 4 days later its Thursday, no heat, no propane, no answer from anybody. My product has not been delivered and I am being lied too.

Desired Settlement: What is your policy for delivery? You must have a specific time period and if the order is PAID for that should be priority. If the delivery is not expected to be made in a reasonable time (again what is your delivery policy) you should notify the customer and offer a refund, discount for products not delivered. This should be posted clearly on your website, and ordering tickets, invoice etc of which there is none. Secondly, you should provide reasonable guidance for when one can expect delivery after you have failed to deliver in the first place. If given Notice of a failed delivery and a blizzard is approaching, and a family calls indicating its and emergency, and you offer to send someone out as an emergency BUT FAIL to do so, the customer should not be liable for your FAILURE to DELIVER. Assume some responsibility for the community you serve and let down. We documented our call to you this morning and asked for DELIVERY tomorrow and you still cant say yes or no? I want the original $221 refunded that I was forced to pay in order to pre pay for more propane that has taken 5 business to NOT YET BE DELIVERED and I want an apology and a written statement indicating your future handling of such orders so that you own up to business risk on your end by having some sort of DELIVERY POLICY you actually stand by. "WE WILL DELIVER IN 48hrs or a 5% rebate. After 5 days go pound dirt?" feel free to alter the message but you should have ONE!!!

Business Response:

In an effort to assist ****** & ****** ****** we have changed the status of their account to a load to load basis. In this manner we can keep them on an automatic delivery schedule. We have been confronted with weather conditions this year which has challenged our delivery schedules. Driver and tech are working 7 days a week. Under normal conditions we are able to get deliveries completed with 72 hours.

This past Thursday, we dispatched a service tech to install a temporary propane  tank until a delivery could be made the following day.

***** **** our credit manager has called and left a message with the ******* to explain the new account status. We have also credited their account for $50 good will credit. In addition, ***** has also sent an email to confirm the new account status.

We believe the new account status will help expediture future deliveries.

2/20/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: i called to have them fill my propane tank ,i informed them i was down to 35%,they told me they couldnt be here for at least 7 to 10 business days an if i wanted them to show up sooner they would charge me for a service call in the amount of $106 an i refused and they showed up the very next morning ,i believe they are using this tactic to extort its customers for service calls scaring them in to believing they will be without heat,what can i do about this they already have raised there prices be caused of winter an now they are extorting their customers

Desired Settlement: i just believe they are being dishonest an deceptive an something should be done about it !

Business Response:

We at Superior Plus Energy Services pride ourselves providing customer service levels to meet the expectations of our valued customers. We offer delivery and billing options to our customers to meet various client accommadations and credit terms. Delivery options consist of Automatic and Will Call delivery. Automatic, worry free keep full are calculated and maintained by Superior for the customer and delivered in an efficient delivery routing sequence. Will Call deliveries as in this case are customer monitored fuel levels as indicated by customer's call in of tank level of 35% and concurred on customer account log. Our Customer service representatives upon receipt of order will inform our will call customers that deliveries can be "up to" 7-10 days on delivery for next efficient avalible routing sequence which can vary from 1-10 days but not to exceed with no additional customer expense. We also inform our customers if they need immediate emergency delivery response that we add an Off Route delivery charge. This is where by customer option we will accomadate by rerouting a truck to service the account. Superior apologizes for any misunderstanding of our delivey protical and we are in hopes this helps in uderstanding our delivery procedures. We sincerely appreciate your patronage and value your business. 

2/15/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Customer made several daily calls to (*** *** ****) order propane delivery prior to the onset of winter storm, starting last week when tank was at 30%. Customer called Friday 2/7, and Saturday 2/8. Customer was told there was a "72 hour" window for delivery, but was not told when the propane would be delivered. At 72 hours, Tuesday 2/11, customer called again, and was told that customer was on the dispatch list, but was not told when the propane would be delivered. A check was left with the tank. On Wednesday 2/12, customer called again, and was told that delivery was pending. Customer came home on Wednesday evening, check was still there and no delivery. Tank is now at 15 %. Winter storm is predicted for Thursday. Customer was told that deliveries were occurring until 8 pm Wednesday evening. Customer still did not receive propane. Winter storm, dumping 12 - 14" inches of snow, customer is not able to receive delivery due to driveway covered in snow on Thursday. Customer still has not received propane delivery and there is no word as to when it will come. This is unacceptable customer service for much needed propane for heat. There was ample time for delivery prior to storm. All neighbors received deliveries from other companies prior to storm. I do not know where ti go with this, because call center told never told customer that propane was not coming......

Desired Settlement: JUST DELIVER THE PRODUCT AS REQUESTED

Business Response:

On Friday, Feb 14th. we had technicians install at temporary propane tank at this location since delivery by  bobtail was inaccessible after the storm. We will be working with ****** to determine if we can install a larger tank size that would accommodate her for a once a year delivery.  Due to the challenging weather conditions, techs and drivers have been running seven days a week to accommodate our customers. WE regret that we could not make this delivery in time.

This is our second response. Not sure if our first response went through.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Thank you for your helpful intervention,

****** *******

2/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: For many years I have been receiving propane deliveries in which there was no, what there are calling in one place, a "Propane Hazmat Fee" and in another place a "Delivery Fee". This fee, which was $9.62 added to my propane fee of $24.39 was an amazing a 39% increase. I had not received any prior notice. Had I received prior notice, I would have cancelled my automatic delivery, as I was planning to go on a winter vacation, and therefore, use a minimum amount of propane. I called a representative at Superior. She said that the decision was made at their corporate level and she could not resolve the matter. I had no relationship with their corporate level, only with Superior, so I felt that it would be useless to pursue this avenue. I told the representative to discontinue "automatic deliveries." Since they are instituting this "delivery charge" policy, it makes more sense to: a) wait until the propane tanks are nearly empty, and b) choose when to fill the tank and go to the open market to find the best price at that time. The "automatic delivery" was a benefit to the company because it secured them as a supplier. The issue is that the supplier billed me for the $9.62 without my permission. I paid the amount as they refused to remove the charge and offered no alternative.

Desired Settlement: Notify customers in advance and get approval before charging. Refund the $9.62 billed.

Business Response:

Hello,

I was forwarded this complaint as it is in my coverage area. I will reach out to this cusotmer and see what we canb do to offer a resolution to the issue

Thank You!

**** *****

Superior Eneregy Plus

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

** ********

Hi,
 
The dispute for BBB complaint ID ******* has been resolved.
 
Thanks you.
 
** ********

2/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Burnwell Gas of Alden 11155 Walden Avenue Does not follow company policy...when questioned about their illegal practices or tactics office staff becomes combative & rude. Apparently your Alden office is the only satellite office to enforce your company policy as wyoming office requires minimum of 100gals delivered unlike alden office who requires miminimum of 150gals when they feel like enforcing this if it is even a legit company policy. Please be advised an Alexander company has also reported to the local media regarding this issue & was reported on wgrz news last night. Senator Schumer has also been notified as to your company's illegal practices. Here is the scenario brief, but true as it is what it is.... the end of november needed propane...called alden office to inquire as to how much it will cost to have the minimum of 150gals delivered and was told $287.90 (didn't pay attention until needing more propane this week & looked up receipt from november) on receipt from november i received a gross delivery of 97.3 gals/net delivery of 100gals. for $287.90 I again am in need of a delivery so i called mon 1/27 to have minimum delivery of 150gals and was told $599.55 Now this isn't sitting well with me as to if i have to pay at time of delivery so which is it for some customers 150gals or 100gals ~ discriminating????? i then called the alden satellite office and asked lisa as to why their was only 100gals delivered if 150gals is the minimum and she said that was all he had on his truck ~ this is where the bullshit begins. i have to call ahead to have the money at time of delivery ... so either i got screwed on the price or am being discriminated against with your alleged company policy of the minimum amount to be delivered. Spoke with wyoming office before filing this complaint and was also told company policy is 100gals not 150gals. i will not deal with your combative rude office staff in alden and wish to be transferred to wyoming office until it is feasible to switch propane suppliers.

Desired Settlement: one unified policy...Senator Schumer has been notified of the illegal practices of this utility provider.

Business Response:

2/3/14

RE:  ******** ********

Complaint #******* dated 1-30-14

Ms. ******** complaint asks for, “one unified policy,” but appears to raise three questions -

1.       What is the minimum volume purchase requirement?

2.        How much fuel did she pay for in November?

3.       Can the account be transferred to the Wyoming ?

The customer’s class of service is Cash on Delivery and Will Call for delivery using a 500 gallon tank.  They do not have check writing privileges so deliveries must be paid for at time of delivery with cash or a credit card.  Our company policy in this area for propane orders to tanks of 330 gallon capacity or larger is 150 gallons minimum.  Our policy regarding home heating  oil  was modified in 2012 to allow for 100 gallon minimum delivery orders.  Each individual service center is allowed the flexibility to respond to individual customer needs. Customers on Will Call are asked to order when their tank gauge is at 20% to prevent special delivery charges and service interruptions.

 Our records show that in November a policy exception was made and a 100 gallon delivery was released.  The ******** were informed of this prior to the delivery being made. The following  is copied from a log  that we keep of customer contacts. 

                Created 11/21/2013 12:05pm *********

“CUSTOMER CALLED AND WAS VERY UPSET THAT HER TANK IS LESS THEN 5% I RELEASED A TICKET FOR 100 GALLONS AND GAVE HER TILL NEXT FRIDAY THE 29TH TO PAY IT...”

This home is located within the Alden propane service area.  It is about 13 miles one way from our office.  The Wyoming facility  propane service area ends at route 98 in Genesee and Wyoming Counties.  It is about 23 miles one way from that office to the ********’s.  It would make little sense  to move this customer’ s service location farther away.

If the real question here is will a 100 gallon delivery exception be made, I would say yes.  They can call the Alden office to confirm arrangements.

I hope this answers the complaint

Consumer Response:

Better Business Bureau:

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,

******** ********

Stated in their response "it is our company policy" ... it is Alden's office policy to insist on 150min gal delivery as Wyoming office and A superior offices state company policy is minimum of 100gal delivery.   When called in to confirm delivery of propane was told by **** the ticket printed for delivery 150gals at 599.85.   

Never offered 100 gal minimum delivery as they stated above.  These people are very demeaning.  Instead of making people comfortable they make them feel the opposite., they could have offered it, but instead they make you beg for it like they are doing you an extremely large favor.

2/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Sunday 1/19 my husband and I woke up to find we had ran out of propane over night. I called the propane company knowing that I had a past due balance. I spoke with what they call "night service". During the phone call the night service women told me that if I paid 30% of my past due balance which was $120.00 they would bring me an emergency fill of 10 gallons and then my account could be placed back on auto fill for them to make a regular delivery on Monday 1/20. She also stated there would not be a fee for the emergency fill because my account was on Autofill. The truck came with my propane on 1/19 and gave me 16 gallons to tide me over until Monday 1/20. On Monday at 3pm I realized they had not shown up to fill, I placed a phone call to the office to be told I needed to pay the remaining balance before they could bring me anything. They were not willing to work with me and they were not willing to honor what the night person stated. I just kept being told I had to pay the remaining balance and the night person shouldn't have told me what she did because that is not how they work there. I also made sure I asked the same question more than one time to the night service about the Monday delivery. She stated more than once it would be fine. Since they were not willing to help me at all and were willing to leave my 4yr old son in the cold I called my husband crying. He then proceeded to call the office to speak with *** for him to tell my husband we were wrong and that he needed to shut up. He hung up on my husband and didn't do anything. My husband called back and told *** he needed to rectify the situation. After hours of getting no where- the manager stated he would listen to the call and give us a call back. My husband received a phone call yesterday from *** ***** stating that I (******** **********) must have mis understood what the night service stated. And then proceeded to say if we pay $200.00 of the remaning $274 balance he would personally come fill 100 gallons and then when that ran out we could work out another deal. I checked my bill today and sure enough they charged us a delivery fee for the 16 gallons after I was told I would not be charged that. I have placed a call to *** today to discuss myself but have not heard anything and do not appreciate that they were rude and not willing to help. Please contact me if you need more than this. This is not the first issue we have had- once before they filled our propane tank for someone elses address and told us we were stuck paying for it either way because it ended up in our tanks.

Desired Settlement: The desired outcome is for the company to take care of my balance and never deal with me again as well as an apology for the rude phone call. We switched companies because this is not the first issue we have had with this company.

Business Response:

To fully understand this situation I think its important that a compete history is given.

Customer moved into a location that had our propane tanks on site, connected and in use.  We were unaware of previous customers move and this customer moving in.  11/21/12 delivery was made as previous account was on automatic delivery.  Customer called 12/10/12 stating that they are now in this location. New customer offer was made and complainant agreed to become a customer with terms listed as a ‘load to load” customer.

Customer is on an automatic delivery known as “load to load”, meaning we will automatically deliver as long as their account is up to date with pervious delivery paid for.  This customer fully understands the credit terms for automatic delivery on load to load terms as they have had deliveries held previously for nonpayment.  Normal “auto” delivery customers (good credit) are extended credit with 30 days without the load to load restrictions. This customer did not meet our credit requirements for “normal auto” delivery terms however was extended credit under our auto-load to load delivery terms. Please note credit history below:

2/25/13 – Delivery made.  Several late notices and phone calls were sent and made to the customer in an attempt to get account up to date. Customer made 3-$25 payments (3/4/13, 8/22/13, and 10/15/13).  Customer made final payment against 2/25/13 delivery on 11/6/13 as they were on verge of running empty.  Customer was 9 months in arrears before account was brought up to date for delivery. Customer received delivery 11/09/13.

Customer did not make any payments’ on account nor did they communicate with us any situation that was delaying payment. Should they have called we would have been willing to make arrangements for a payment plan that may have allowed deliveries to continue. Unfortunately they failed to do so and their account remained on hold as they had an outstanding balance over 60 days with no payment attempts made.

1/19/14 – Customer called in after-hours and spoke to our customer service rep. Customer agreed that they were out and it was because they had a past due balance. Rep explained that she would send a tech out with fuel to get them going for the night for $120 or 30% of past due balance.   The rep explained that they would have to discuss delivery after service with the office the next day. The rep did not state that a delivery was guaranteed with the $120 payment.  Tech was sent and customer received 16 gallons of propane and started equipment. Tech did state that the call would be no charge if the customer was in fact on “auto” delivery (without load to load terms).  The technicians are not supplied with all credit info and he did not know that the customer was a ‘load to load” delivery customer. Customer asked the tech about a delivery and the tech also stated that they would have to call the office in the morning to discuss.

Customer called in Monday 1/20/14 afternoon asking why a full delivery had not been made.  Our credit representative explained that we would need the account paid in full for the next delivery to be released.  Customer stated that she understood from the night call service rep that a delivery was released as she paid $120 towards the account. Credit rep explained that is not the case and the $120 towards the current balance and delivery would not be released until the acct is paid in full as her account has always been “load to load” requiring previous delivery be paid in full before the next was to be released.

1/20/14 - Customer again called in after hours asking for a delivery.  Customer was again advised to call the office in the morning to discuss.  Customer called in and spoke with our credit rep again, and again, she was told a delivery would be made once account was paid in full per the load to load terms.   That afternoon customer’s husband called in and spoke with our credit rep. Mr. was extremely irate using foul language and vulgarities. Our rep then passed the call me, the customer service center manager.  Mr. was also extremely irate, using vulgarities and incoherent at times.  Several times I attempted to calm Mr. down to no avail. I made several attempts to interject as Mr. would continually begin yelling whenever I attempted to speak. I made Mr. aware that should he continue with the vulgarities and yelling that I would have to end the call.  Mr. continued on and I was forced to end the call.  Mr. then called back and we were able to have a conversation.  He explained that he does not get paid until Friday 1/24/14 and he would not have any funds available until then to put on the account. He also explained that they filed bankruptcy last year and should not have to pay the balance owed. I explained that was incorrect and we were unaware of this.  I asked as to why he did not call us and explain the situation asking for an extension or some type of payment plan. He stated he was advised not to. I explained that should they have taken that step we probably would not be in the situation we are now.  He then claimed that we were incompetent as we were notified of the bankruptcy filing by his lawyer. I explained that we never received such notification. I could tell that the call was going downhill again quickly and offered to listen to the night service call from 1/19/14 to get some clarity and determine exactly what was discussed. I explained that he had enough gas to get thru the night and I would reconnect with him the next day to discuss. He agreed.

I did research and determined that he was told that the $120 towards the balance would allow the tech to come and deliver propane to get them by for the next few days. He was never told that $120 would release a full delivery. I called Mr. back on 1/22/14 and explained this. I also agreed that it could have been easily misunderstood and agreed to release a delivery of 100 gallons on 1/22/14 if he agreed to make a payment on the account Friday 1/24/14 for $200. This $200 would not clear the total balance but was a step in the right direction. I explained that we could reconnect again in another week or so to determine how we could work together to get keep his house warm with continued propane deliveries and also get the account caught up. He told me he would speak with his wife and get back to me. 

Customer (Mrs) called back on wed 1/23/14 to advise that she has another company in place & for us to pick up the tanks. She also advised that she received a bill for the service call on 1/19/214.  I apologized for the error and explained that I would credit back the charge.  I also explained that I was disappointed to lose them as a customer and offered our service again should the new company she has in place not work out for her.  She thanked me for the reversing the charge ($120) and assured me that once the tanks were removed from her location that she would pay the balance in full.

I believe we did all we could to work with this customer to come to an agreed resolution. Unfortunately we could not come to an agreement. The customer and I have spoken since this complaint was filed.  Per our conversation she has agreed to pay the balance in full ($326.74) once her tanks are removed and credit for remaining gas in tanks be placed on her account.

Thank you,

*** *******

Customer Service Center Manger

2/1/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: During the past summer I noticed that Burnwell had changed over to Griffith Energy. I was never notified that the company had changed and had assumed that my contract with Burnwell and arrangements from Burnwell would carry over to Griffith. I began to notice that my assumptions were incorrect. In September we received out first fill for the winter season. It was $2.89 a gallon and I did n't think that the price may be high because I understand that prices fluctuate. I was never filled in October but then filled in November where Griffith was going to charge me $3.24 a gallon. I immediately called because I had always been in a locked in rate with Burnwell. Griffith indicated to me that lock ins happen in the summer and it was to late for me to lock in. I did not understand because I was never notified of the companies changing and I had never had to call with Burnwell to get a locked in rate for the season. Griffith lowered my bill to $3.04 a gallon. I still was not satisfied and began to seek out other complanies. At the time companies were offering $2.29 a gallon for propane and that was not a first time fill. $1.99 was the first time fill. Come December we were never filled even though we are scheduled monthly and when calling to inquire in January they indicated that they were behind and I would be filled within the week. We ended up being filled that evening and it was up to $3.42 a gallon. I immediately called and Griffith indicated that price jumped 12/31 due to a shortage. They indicated that they could bring it to he Dec 1st price because I was not filled as expected in December. I still was not satisfied and began to aggressively search for another company. I was able to find a company that is at $2.69 a gallon and are always 5% below the national average. They were going to charge me $1.99 for the first fill. I immediately started and account and started the process to leave Griffith. I contacted Griffith again to indicate what I had found. It was excuse after excuse and they indicated they would offer the price at $2.69. I expected a bill to be readjusted but never received it and inquired about it yesterday. They indicated that they would only offer the $2.69 if I was going to stay with them but seeing hat I am leaving they will not adjust the price. I feel that this is completely manipulative thinking to try and keep me as a customer. I do not understand how the price can be adjusted if I threaten to leave but when I say I am done Griffith sticks it to me and makes the burden on our family. We have been with Burnwell/Griffith for almost 8 years and have been loyal and paying customers. I feel that the practices are secretive and how prices are dictated is a scam. I am not happy that I feel that I was taken advantage of as a customer and told to watch the news because there is a shortage. I do not need to hear their sob stories and do not need to watch the news. I understand that prices fluctuate but when they are almost $1 above the national average and what another company was quoting me I feel that this is a completely greedy business and they make it very difficult to go anywhere else.

Desired Settlement: I feel that if $2.69 can be offered to me if I threaten to leave then it should be offered to me know on my current bill.

Business Response:

Mrs. ******* was contacted by phone and the complaint was resolved in the following manner: The last delivered propane gallons will remain priced at the delivered rate of $3.049. In turn, Griffith Energy will refund all gallons remaining, at the time of tank pick up, at the same rate. All service and discontinuation fees associated with ending service are to be waived. Mrs. ******* is not required to make payment on her account until the equipment is removed from her property and she has been credited for the remaining gallons.

1/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The charges per gallon for propane seem excessive, after checking with other suppliers of propane in the area, based on our use, as we heat, cook, and heat water with propane. When I tried to send an email to Superior about this, or call by phone, I got no where, other than to tell me I could go with another supplier, but we have been loyal customers of Griffith energy for over 20 years, but now that Superior has taken over the company, their charges seem to be too high, and not in line with what other companies charge. In fact, our bill, from last month to this month increased by approximately 18%. One of the other suppliers price was 30% less expensive than Superiors, why is this?

Desired Settlement: While we desire to stay with this company, we are faced with sticker shock when we look at our bill, and wonder why they are so much more expensive, when we are located only about 6 miles from their business in Skaneateles, NY.

Business Response: The answer to the question "why is our price higher than other competitors" is far to complex to try to answer in this format. I will review the account personally for annual volume and determine if we are charging the proper price based on usage. The propane industry is going through a supply challenge during the high demands created by the severe cold weather we are experiencing the past two months. Pricing fluctuates daily based on available supply. Our commitment to our customers is to offer exceptional service at a fair price and most importantly assure available supply for our customers. I will contact the customer by phone and offer our best price based on product cost including all the variables that goes into market pricing. I will make every attempt to retain this customer and under no circumstances are we suggesting a customer should look elsewhere for propane service.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 
We had a discussion with a manager from Superior today, and we arrived at a suitable compromise, given unusual conditions in the propane industry, i.e., supply and demand issues due to extreme winter conditions. 

 
Thank you for you help with this problem.
Regards,

****** ******

1/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 1/7/14 when I returned home from work our house was at 55 degrees. We had run out of propane. We are automatic delivery customers of this company. When I called them they said I was on the list to get a delivery on 12/31/13, but they don't know why it wasn't delivered. They said they would send a technician out with an emergency supply of propane until 1/8/2014. Several calls throughout the night resulted in finally getting someone out at 4:15 a.m. (11 hours after first call-house was down to 40 with space heaters), I was told my tanks would be filled on 1/8/14. I had called the company several times on 1/8/14 asking if my fuel was going to be delivered. No delivery. Ran out of the 8 gallons of emergency fuel on 1/9/2014. I called company when I arrived home from work and called co. They said drivers were still working. No delivery still. 2:32 a.m. no fuel. Had afterhours deliver 8 more gallons of fuel. Called company and requested to speak to a supervisor on 1/9/14. Got voicemail. No help from the company.

Desired Settlement: I want other people to be able to see that this company is not reliable.

Consumer Response: You can send it to the business. I finally got propane at 5:00 pm on1/9/14, 48 hours after I first noticed we were out. I was charged $3.79 a gallon when I was told on the phone due to it being their error for not automatically delivering our fuel I would get my fill at a reduced rate of $3.49. Now I have to call the office yet again to dispute the charges.  I was lodging the complaint to make the BBB aware of the poor services of this vendor. I didn't think there was anything you could do for me personally. I just thought if This was on record others my make an informed decision on whether or not they would want to utilize this company. If you need further clarification please let me know.

Business Response: We apologize for the timing of the deliveries,due to the extreme cold spell,polar vortex,it cause an large influx of customer demand for deliveries,we took the actions to have all staff work around the clock to get temporary deliveries ,until our trucks could get the full deliveries to the customers,we had to prioritize the emergencies ,at risk customers without heat ,we did deliver as soon as we could,we continue to make every effort to get all customers deliveries,we will continue to provide the customer service that's expected 

1/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Sunday 01/05/14 I noticed my furnace did not shut off on the first cycle after it was done heating. I paid for a service contract wither the end of November or end of December. I called Superior at the Palmyra Office and told the girl the problem I had. She said they were getting alot of calls at that time and asked for my number which I gave her ###-###-#### and she said the tech would call me and let me know what time he would be there. That call was made at approx. 10:30 AM. The furnace ran fine the rest of the day but I still wanted it checked out. The tech never called and at 7:00PM he knocked on my door. He said he didn't know why the girl gave him a non working number. She gave him ###-###-####. He used a little box with 2 wires on the end and checked something and felt the side of the motor and said it was overheating and it was hot. I felt of it and it was cool but he insisted it was hot. I told him it had been running fine all day and asked why it did what it did in the am and he said that was normal. I told him we had lived there 11 years and it never did it before and also told him I shut it off at the thermostat and then turned it back on and it worked ok. He said I needed a new capicator and they would order one. He said to leave the fan on so he would run all the time to keep the motor cooled. I asked how long before the part would be in and he said he did not know they would call me when it came in. He was at my home one half hour. So we let the fan run all night which made it cool more than warm. He also said it could start a fire. I did not like what he told me and just had the feeling he really did not know what he was talking about. I called another company Monday morning and they came and checked it out. It was not overheating I did not need any part. That tech was there 2 hours and checked everything. He said once I turned the furnace off and then back on i reset everything and it could be just a malfuction of one time. He did show me a red light and told me if something is not right that light will blink and i can count the blinks and call them then they will know about where to check for a problem. He checked the temp in different areas and that was ok. He said there are so many safety features on a furnace if it overheats it will shut down. Also when I had my furnace cleaned Superior told me between what time the tech would be there. I took 3 hrs vacation time to be there while he cleaned it as I had some questions and my husband is 92 and does not understand English that well. When I got home that day the tech had just left. He came early so I had to use vacation time that I really don't have. I called Superior Monday to cancel the ordered part and was told the man that orders parts did not come in so part was not ordered. I wonder how long I would have waitted. And the price the tech gave me was between 300.00 and 400.00 which I have found out is alittle to high.

Desired Settlement: I think I should get back what I paid for the contract. I will not call them to work on my furnace again as I feel the tech did not know that much about mobile home furnaces and they should not just leave people hanging. Nor should I have to wait 8 hours for service when I have a contract with them. It does not matter how many calls they are getting. That's not my problem.

Business Response:

 We at Superior Plus pride ourselves on providing customer service levels to meet the expectations of our valued customers. Although it is clearly apparent and understandable our failure to have reasonably contacted customer by utilizing back office support when technician discovered inncorrect customer contact information for service call ETA. Time schedules and communications important to our customers.  Our technicians are certified professionals for diagnostics to equipment, and one time malfunctions could be possible but also can indicate a possible failure of components to come.  Superior Plus will credit maintenance contract at requested $194.00 in lieu of dissatisfied customer experience.                                                                                                                                                                                                                                                                               

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

***** ********

1/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Multiple Issues: We had a guaranteed price for propane of $2.59 for one year (through November 2013) and we were on an automatic delivery plan (since contracting with Superior in 2008 we had deliveries 3 times per year.) Our only delivery in 2013 was in February. For two weeks in November we called almost every day asking for delivery (since the tanks were down to 20 - 25%). Finally on December 6 propane was delivered, but at a cost of $3.799 (not at the $2.59 guarantee for a year - did they wait for the one year term of the contract to expire so the price could be jacked up? It appears that way). We then decided to do some shopping around and decided to go with another company. When we called Superior on December 11 to have the tanks removed Superior wanted to make a deal - we told them No because of all the customer service issues. One of their customer service agents told us we received a postcard and should have called in for a lower rate of $2.899 - we did call in and were advised we don't purchase enough propane to qualify. Then they threatened us with a removal fee of $90 - this fee is not disclosed in any paperwork we have been provided. Today is January 11 (1 month) and we are still waiting to have the 4 full tanks removed. Every time they say they are coming to pick-up the tanks we get a call with another excuse: only 3 people working and they need two to pick-up the tanks and there are customers without heat they have to take care of first. We understand this; however, they are also tying up money they owe us. Yesterday, they sent 1 person to pick up the tanks without a power cart - this is the second time they did this when they know it takes more than 1 person. Today, January 11, we received a past due notice for the delivery on 12/6 - we are not paying this bill since they will owe us money and I'm sure we'll have to fight for a refund. I started to file this complaint 2 weeks ago but held off thinking it would resolve itself, but the past due invoice is the last straw!

Desired Settlement: We want the 4 tanks removed immediately, our refund immediately and this past due invoice zeroed out and no removal fee since it was never disclosed.

Business Response: the tanks were removed 1/13/2014 ,we will credit the amount of gas back to the outstanding balance,we will waive any pick up charges,this was explained to the customer today

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.  However, if this complaint is closed and they do not handle the refund in a timely manner I will file another complaint.

Regards,

***** ********

1/7/2014 Problems with Product/Service
12/31/2013 Problems with Product/Service
12/17/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Last year I got heap Asked Griffith to deliver the rest of my heap only. They took and filled the tank and charged my husband account. Just recently a friend of mine moved in upstairs. There was a full tank left. Griffith took the tank and gave the new resident an empty tank. Griffith refuses to replace the propane they took. When a tenant moves they leave a full tank for the next tenant. Griffith took this propane without permission from the last tenant.

Desired Settlement: I feel Griffith should replace the propane they took without permission. I also feel My husband should not have to pay for the extra propane they delivered without us being aware of it. They are ripping people off.

Business Response:

We contacted the customer and explained how the HEAP program works, and made arrangements to clear up the account. The customer is satisfied with the outcome.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

****** *****

12/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1) Our propane ran out on a Sunday night 12/01 due to an error on Superior Energy's part (they had just gotten new computers that let customer deliveries slip through the cracks - their error). 2) We were compensated by receiving a free boiler cleaning. This took place on 12/6 while my husband stayed home from work to allow access to the boiler. However, the cleaning technician did something to our boiler, because it has not worked properly since. The boiler is 8 years old, but we have never had an issue with it until now. 3) We have placed service calls (most after hours in the evenings) beginning 12/06; 12/11 - twice; and today 12/12 - 3 seperate calls- due to the boiler "poofing" propane upon igniting, our heat going completely off in the middle of the night, and/or a strong propane odor existing. This odor was so strong at times that it was making us physically ill. (Note - we have 5 animals in the house, that had to be evacuated the first night 12/06 due to us not knowing what the existing problem was. We have also had to take time off from work to be here to allow techs access to our basement and the boiler.) 4) Three different Superior Energy technicians (including their service manager) have worked almost a total of 10 hours to repair the issue. Both the regulator on the propane tank and the regulator attached to the outside of the house were changed and are now new. 5) At this time, the boiler is still "poofing", and there was such a strong propane/chemical smell this afternoon that it was again causing physical illness. 6) The service manager stated this evening that he now thinks that the pilot is not the proper size (even though, again, it worked well before all of this) 7) The first service tech said that the strong odor was not propane, but rather a "dead animal in our walls or something to that effect". The smell was not present the next morning. The smell returned upon the second service call; this service tech of 18 years said that it was definitely a "propane odor". Then when the smell was present again today, along with the boiler "poofing", the third service tech (and current service manager) said that it was a "methane gas" not propane odor.

Desired Settlement: We wish to have ***** (the original boiler installation company) come to the house to check out the boiler. We do not have confidence in the Superior Energy Techs at this point. We would like Superior Energy to pay for this house call by ***** (since their cleaning technician caused the problem, and our boiler was working properly before he touched it). We would like to be released from our signed contract with Superior Energy (contract was to consume 1000 gallons during the 2013-2014 season; we have 621 gallons remaining), so that we can have their propane tank removed and find a new, more reliable supplier. Again, we do not have confidence at this time in their competence and do not feel safe in our home due to this propane/boiler issue. If we cannot legally be released from the contract, we expect at the very least to be monetarily compensated for the loss of heat, stress of not feeling safe in our home, not to mention loss of work time. We would at the very least expect to have our December monthly billing statement totalling $200.00 reduced through credit and/or forgiven. Then upon completion of the contract (ie. usage of an additional 600+ gallons), we will request in writing to have the tank removed and find another supplier. We will no longer wish to do business with this company, nor will we ever recommend them to anyone else. Thank you for your consideration.

Consumer Response: Consumer left a voice mail for BBB stating that the business has contacted her directly to resolve her complaint.

10/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have been a customer of Griffith Energy for almost 21 years as our provider of proprane. We recently found an alternate supplier that would provide us proprane that would save us a suggificent amount of money. We choose this new supplier and asked Griffith to come and pick up our tank on October 4th. I received a phone call from Griffith after I cancelled my service asking if they could have my business back. I told them that I was already set up with the new supplier and that their price was much better. We have never had any problem with Griffith over the years and they always had out tank filled. However, they failed to mention to me that they would be charging me a $80.00 pick up fee plus tax. This is their tank which we have used over the last 21 years and was not buried in the ground.

Desired Settlement: I have not paid the invoice yet and I would like the full amount of the invoice $86.40 to be credited so I do not owe them for the pick up of their tank.

Consumer Response: Mrs. ***** contacted BBB today and stated that the complaint has been resolved.

10/24/2013 Problems with Product/Service
10/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8/12/13 called ******** for service as my furnace was not working. Repairman ***** arrived the same day and inspected the furnace. It appeared he did not have a good working knowledge of the furnace. His determination was that a new board was required. He wrote up his repair order and requested I sign it - at which time I learned of the $93 diagnostics charge in addition to the $83 labor charge (plus tax). Told him I had not been informed there was a charge for diagnostics - he said I should have been. This bill of $190.08 has been paid. On 8/13/13 called and spoke with ***** in service advising I was very upset I had not been told of the diagnostic charge and my concern that ***** did not appear to have good knowledge of the furnace. Was not so nicely told I had been advised of the charge and that ***** was a fully qualified repairman and that when the board came in they would call me for installation. 8/16/13 was advised the board was in and **** arrived and proceeded to install a gas valve marked as being "converted for use with LP gas". I asked why the valve was being replaced when the previous repairman stated a new board was required. I was told by **** that he and ***** had discusssed it and decided the gas valve was the problem. After installation of the valve the furnace still did not work and another part or adjustment was made, after which the furnace worked. Charges for this were $244.50 for the valve and $83 for labor, plus tax. On 8/29/13, after receiving a statement for these charges, I called and spoke with ***** in service, stating my concerns. I was not so nicely told only the manager could address the issues and was assured he would call me in a couple days. On 9/13/13 after not hearing from anyone I called and spole with Missy advising I was terminating their services and requested their tank be picked up. On 9/26/13 I sent a letter to ******** stating my concerens, termination of their services and advising that as of 9/29/13 I would charge them a $15 per day storage fee until their tank was removed. The tank was removed on 9/27/13 and I was advised at that time, I would be billed $100 plus tax for the removal.

Desired Settlement: I request a credit for the $190.08 already paid as the original diagnosis was incorrect due to lack of knowledge on the serviceman's part. That the $108 charge for picking up their tank be removed. A credit of $100 on the converted gas valve .

Business Response:

We are very disappointed that Ms. ***** does not feel she received exceptional service during her time with us. We value our customers, take pride in our customer service, and desire to make every customer relationship a long term one. Unfortunately, there was some misunderstanding along the way in this instance.

Our employees are trained to always inform customers of charges when visits are scheduled. We are confident that our staff informed her, as they do in every case. However, since it was a verbal conversation and not written, we cannot confirm that Ms. ***** was informed over the phone.  We do have her signature on the work orders acknowledging the charges. Additionally, we have our 2013 Statement of Charges, available to any customer who wishes to view it. Both of these items are attached to this document (Attachments <A> and <B>).

The two technicians who worked on Ms. *****’s furnace are high quality professionals with extensive backgrounds; one with 3 years experience on the job with us, the other with 25 years.  The initial responding technician diagnosed the problem as the board not sending 24 volts to the gas valve. There were a number of other diagnostic tests conducted with various results.

The next morning he conferred with other technicians in a round table discussion. These conversations are a common occurrence and help our technicians understand various problems encountered in the field. This particular conversation resulted in a change of action taken. A change in action is not a common occurrence. In this case it resulted in ordering the correct part versus installing an incorrect part. Had the original determination been accomplished the problem would not have been resolved, a new part would have required ordering and delay in getting the heat returned to the customer in a timely basis would have been the result.

Our manager remembers speaking with Ms. ***** over the phone as she requested a call, seeking an explanation as to why we replaced the gas valve instead of the board. Our manager explained that the tech who responded, after talking with our other technicians, determined the cause was more in line with a malfunctioning gas valve than a board. Ms. ***** did not feel she should have to pay the initial charge and our manager agreed with her. He told her that the initial service call would be credited to her account. At the time she was very understanding and agreed to the charges that the second tech had given her.

Our records indicate that Ms. ***** contacted us again to terminate services and requested her tank be picked up. Again, she was informed of the fee at that time but as this was a verbal conversation, we cannot substantiate her claim that she was not informed. However, Item 12 of the propane agreement states that we reserve the right to charge a fee when service is discontinued and the tanks are returned to inventory. You can find that in the attached document, with her signature (Attachment <A>).

There are 3 of Ms. *****’s bills in the attachment;

 

·         $190.08 for the first visit (Paid, then credited back to her account)
·         $353.70 for the second visit, time and material at a discounted price <$116.25 labor + $244.50 for the part> (Unpaid)
·         $108.00 for picking up her tank (Unpaid)

 

In an effort of good faith, we are willing to retain the $190.08 credited back to Ms. *****’s account to put towards the cost of the materials used for the second visit and forgive the remaining $371.62 she owes us. We trust this resolves the issue at hand and thank Ms. ***** for her business.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

However, it should be noted I never spoke with the manager nor received any notification that $190.08 was credited to my account.  The last statement I received, dated October 3, 2013, shows a balance due of $467.01.  I, therefore, request a final statement reflecting all credits mentioned in their response to my complaint.

Regards,

***** ****

8/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company refused to deliver oil. Office was called on Feb.2 requesting oil delivery.The office assistant remarked that we still have oil good for a week.The gauge showedd the line between 1/4 and E. She later on said she will give the card to the driver and oil will be delivered the next day. Nothing happened. On Saturday Feb.5, *****, the one on call said he will deliver 20 gallons of oil only if we have no heat and that we should call back on Monday, Feb.7. We did and was assured oil will be delivered the same day. At 4:30PM the office called. The delivery man said "it was not clear" so he did not deliver the oil, did not call us to let us know the problem nor leave any message in the mailbox. The office did not know what was the problem, recommending instead to clean the driveway and that the driver had gone for the day. We do not have a flat driveway instead a sloping or inclining one. The driveway was cleaned that day and the day before and the blacktop was visible. Today,Feb.8 we called in AM and ****** said oil will be delivered today.No delivery was made and at 3PM another call to the office was made because we are fearful the office will close and delivery will stop at 4 PM .It is now 4:15PM and no one had come.The predicted temperature tonight and tomorrow will be very cold with winds.We are just surprised by their refusal to deliver oil for heating with this cold weather upon us, unless the tank is really empty and we have no heat. The question that they always ask first "do you have heat?" Otherwise, no oil will be delivered. They are not concerned at all with our needs. We had oil delivered in the past years without waiting for the tank to be empty first. We are not asking oil for free and we paid our bills on time.

Desired Settlement: To provide heating oil as agreed upon to meet our needs especially during the cold weather, without calling the office so many times with no direct answer and not waiting for the oil tank to be empty and there is no heat in the house.The office could not say if and when the delivery of oil will be made.We presume ,at these times, everyone has cellphones avaiable for better communication.The driver should let us know what problem there is that prevents delivery of the heating oil so we can ad

Business Response:

Our records indicate that we were called on 2/8/11 requesting a delivery and that we delivered to the residence the same day it was requested. We received a registered letter canceling the account on 3/1/11 and the customer said they were canceling his account with us due to our prices, and did not indicate a delivery issue at that time. The account was closed in good standing with a $0.00 balance.

Consumer Response:

Better Business Bureau:

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.

                                                                                                                                      August  21, 2013

Dear  Ms. *******,

        I would like you to know that we stopped oil delivery with Superior Plus Energy Services because of their service and NOT the price of oil.

       Please note that we submitted the complaint  ID *******  to  Better Business Bureau  via e-mail on February 8,2011  and not on 8/8/2013  as you stated.

       Our communication with the office of Superior Plus Energy Services started on February 2, 2011 when snow storm was predicted and we have low level of oil in our oil tank. We called up the office and voiced our concern that we may run out of oil and bad weather was on the way. The  secretary or  whoever is the lady answering  the office  phone  said  that  they have a way or program  regarding  their oil deliveries  that will  indicate when oil has to be delivered to customers. We are not due for delivery yet.

   On Saturday, February 5,2011,  we called up  the  Superior Plus  Energy Services  office  again because of the cold weather and  the level of oil in the tank  continued to go down to  E level. The woman in the office said that they will deliver 20 gallons of oil if there will be no heat. She assured us that oil will be delivered on Monday, February 7, 2011. February 7, 2011 came and no oil was delivered. The office was called three more times on February 8, 2011 and 10 gallons of oil was finally delivered at 4:30 PM the same day.  At 8:30 PM, there was no heat.  It was a very cold night. Superior Plus Energy Services was called and a serviceman (*****)   came at 11:15 Pm. He “primed the system” after which heat was restored .The  Superior  Plus Energy Services office was called again the following day at 8:20 AM on February 9, 2011 and was informed of what happened the night before.  Oil was finally delivered at 9:30 AM on February 9, 2011.  We were not happy with the way they handle our concern thus a registered letter of contract cancellation was mailed on February 28, 2011. There was no mention that  the  price of  oil as the reason for cancellation. The issue or complaint   was the refusal of the company to deliver oil before, during and after the  snow storm when the customer has no more oil in the oil tank, despite    repeated calls  and request. The company  has a  record   of  our call on February 8, 2011  only  because  oil was delivered later  that day , a serviceman came at  11:15 PM  to  perform a task to keep the oil  flowing  again( to  prime?- which is  usually  done  after oil has completely run out ) and  was not  performed  by the guy who delivered the oil- and  has to be recorded in their book for their own  purposes.  Our phone calls on February 2, February 5, February 7, 2011  are phone  calls   and not recorded in tapes or  machines  or  written  like  receipts , and  were not recorded by the ladies  answering the calls  so there is nothing written  in their book.

Sincerely,

******** *. *******

Regards,

******** *******

Business Response:

Hello,

We have received secondary communication from Mr. ******* via the BBB regarding his complaint # *******. When I attempted to respond, I was unable to through the online portal. Mr. *******’s records are different from our own and there is nothing further we can contribute to the conversation as he believes verbal conversations took place outside our records.  

We have addressed Mr. *******’s claims to the best of our ability and his account was closed in good standing with a zero balance. With nothing more to contribute to the conversation, we consider this issue closed.

Thank you,

******** *******

Corporate Communications Coordinator

4/9/2013 Problems with Product/Service
3/19/2013 Problems with Product/Service
3/19/2013 Problems with Product/Service
3/7/2013 Problems with Product/Service | Complaint Details Unavailable
3/7/2013 Problems with Product/Service
2/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We are finding it impossible to deal with this company because of their lack of organization. We THINK they have FINALLY gotten the billing straightened out, but they continue in their delaying tactics on getting a refund to us. We stopped the gas delivery service to the house we sold on December 19, 2012 and have been dealing with their inadequate resolutions to our problem ever since (to date - 2/7/2012). We have called their office in Rome many times, and even made a long trip to visit them in person where we spoke with the CSC Manager, Mr. ****** ** ******. He assured us that a refund was due & was forthcoming within a two week period. It did not happen then, or since. At a loss to describe our frustration. They owe us $ 763.79!

Desired Settlement: Refund of our credit balance: $ 763.79

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

 

The refund check was received shortly after we filed the complaint & the BBB was informed at that time.  Thank you for your response. 

Regards,

 

***** **********

2/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company delivered propane to my home on Monday December 10, 2012 per my request after attempts to save money be trying other propane companies. This company called to say they delivered the propane to my home but cannot turn on the valve because they require a service check for leaks and this costs $50. This *** woman has been so nasty with me on the phone in the past is why I sought other ways of getting propane. I change propane tanks on my gas grill, have hooked up a gas stove, and dryer, and now 5 different tanks to this home and I have efficiently tested them for leaks with the soap method. The driver that delivered the propane even said, "This test isnt nessessary, they just do that so they can charge $50 bucks for a service call 'cause you havent filled so long." This company delivered the gas Monday, Dec. 10 and now Tuesday, Dec. 11 at 8pm I discover my propane tank valve was now revisited by Burnwell and turned to OFF. My 13 year old daughter was home today at 3:45pm and made a snack on the stove, I gave my 5 year old son a shower and my daughter also took a shower with heated water, now all my gas lines are air checked due to them shutting the valve off. My hot water tank is ruined and will now need to be replaced, the gas stove is also ruined and will need to be replaced. This company is lucky my daughter is still alive. NYS law states with children in a home electric and gas cannot be shut off. Second complaint is they say they delivered 100 gallons of propane and they really only delivered 80 gallons. This is not the first time. This happens every time.

Desired Settlement: Company shut down, lawsuit for $100,000, *** terminated.

Business Response: In regards to the customer complaint I have reviewed ** *** account.On 12-10-12 customer called the office to report she was almost out of propane and wanted a delivery a truck was dispatched to deliver the same day. The driver delivered 100 gallons into the 120 gallon tank filling it to its 80% maximum working capacity. Any time a tank is close to being depleted of gas pressure, it is mandated by law the propane system be tested for leaks. That was the reason the driver turned off the tank and reported the outage to the office. *** then left a message telling the customer a leak test was required before the tank could be turned back on, with no response from the customer. Again on 12-11-12 another message was left telling the customer a leak test needed to be performed. On 12-13-12 a male called into the office and was told the leak test was required and there was a $50 fee for this service, at that point he hung up on the customer service representative. On 12-14-12 arrangements were made to have the test performed by our service tech, leak test passed allowing the service tech to leave the service turned on and all appliances were working at that point.Due to all of the issues regarding this delivery and leak test I will remove the $50 leak test fee, but the customer must be aware that a leak test is required anytime the supply line is depleted of its pressure and a fee for this service will be charged on demand delivery accounts.
Regards, ** ***
Burnwell Gas
Customer Service Center manager

1/3/2013 Billing/Collection Issues
12/13/2012 Billing/Collection Issues
12/6/2012 Billing/Collection Issues
11/24/2012 Billing/Collection Issues | Complaint Details Unavailable
11/9/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Griffith Energy sent me an offer for a Pre-Buy Program. They let me sign a contract and I prepaid 300 gallons worth. My complain lies on the contract that I signed with them. There is a manner of deception on the wording of the contract. In it it states "automatic delivery" but it is never defined properly. When I called them up, they told me that automatic delivery takes place around every two months. I asked them why they did not specifically state "in every two months" on the contract in the first place. ****, the representative, told me that they tell it to customers all the time. (Which Griffith Energy did not tell me, neither on phone or on the contract I signed). I have 56 gallons left on the prepaid gallons I bought. I asked **** that I only want to use up until 56 gallons are up and no more. She said I can not do that. If Griffith Energy has to fill my tank 100 gallons, then I have to be forced to pay the other 44 gallons on the going market rate whether I like it or not. On the Term definition, it states that upon expiration of the contract, automatic deliveries will continue at prevailing Griffith Energy, Superior Energy Plus Company posted price. My question is "until when"? It could be any year like 2020? I signed up for the Pre-Buy Program and bought 300 gallons in advance. From what I understood is they will deliver "though 05/01/2013 or until gallons are depleted whichever comes first" on the Pre-Buy program I checked for. I feel that this is a violation of my right as a consumer for the company's lack of transparency in dealing with their customers. I already paid in advance for only a discount of 10 cents a gallon and the company wants me to lock up in automatic delivery in which they have not clearly stated the "frequency of this automatic delivery" and also "until when this automatic delivery will end". They want me to bind to this contract which they did not clearly define and force me to pay under their demands.

Desired Settlement: Not to be "locked up" in their automatic delivery after my 300 gallons of fuel oil that I pre-bought has been depleted as stated on the Pre-Buy Program I checked because the company did not properly disclosed the definition of their "automatic delivery".

Business Response:


November 7,2012
I have looked into the concerns that ****** ******* ***** has expressed and appreciate the opportunity to respond.
****** is not obligated to purchase any more product from us than she pre-paid for. We do have a minimum 150 gallon
delivery policy but due to the economics in our area we have lowered our minimum delivery to 100 gallons to help
customers manage the cost of the delivery.
The pre buy and fixed contracts all have a final date of May 1, 2013. If a customer has used all their product purchased
before May 1M then future deliveries are made at current market pricing. If a customer has not used all their gallons the
amount of pre buy is credited to their account to go into the next year. If they decide to go elsewhere we refund their
credit balance.
In ******'s case it appears that she is looking for just the remaining gallons on her pre-buy. I spoke with ****, the CSR
mentioned by ******, and she said that is not how the question was asked to her. If ****** would Iille just the remaining
gallons we would have no problem delivering that amount when we are in the area.
One of the reasons for these contracts is to providl'! the customer with insurance that they Imow what their expense is
before going into the winter months_
When ****** was not satisfied With her conversation with **** I wish she had asked to speak with her supervisor and I
am sure the matter could have been handled at that time. In many cases we will offer the customer a special price for
the difference in gallons to have a minimum 100 gallon delivery when they have exhausted their contract before May
Please call me with any questions. I hope this is satisfactory for ****** and wish she had called and spoke with me on
this previously. Unless I hear differently we will plan on delivering the remaining gallons only to ****** by the end of
next week 11/16/2012.

****** ** ******
CSC Manager Rome
Fuel Oil • Propane. Kerosene. Diesel. Gasoline. Lubricants. Heating Equipment

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. I agree to delivering just the remaining balance on the fuel oil that I pre-bought and paid in full from Griffith Energy Services due to the contract's failure to disclose frequency of their automotac delivery. I do believe "automatic delivery" should have been properly defined since home fuel oil fluctuates and paying for it at a time when the price per galllon is high is not what every consumer wants. 
Regards,

 

 

 

10/16/2012 Problems with Product/Service
9/27/2012 Problems with Product/Service