ComplaintsforHOP Energy, LLC

• Initial Complaint

  04/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 4/5/24 I went on the company's website to pay a bill in the amount of $1189.19. Because I am 90 and have a shaky hand, I erroneously typed $11189.19. Shortly afterwards I realized my error and called their customer ********************** to get that corrected. The very nice agent understood the problem and said she would contact the billing office to have the payment stopped. I got an email from the company on 4/5/24 saying that the erroneous paymejnt had been voided. I went on the company's website that morning to send the correct payment. I quickly received an email providing payment confirmation. HOWEVER, that payment has not been shown on my bank's checking account nor has it been shown on the company's website. In fact, the payment is still being shown there as being due. Despite my phone call and two emails, the situation has not changed. I want the correct payment to be processed.

  Customer response

  04/17/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A oil and service contract expired and the company continued to deliver oil unsolicited. Upon Receiving an unsolicited delivery. I complained by telephone and was told that although my contract for oil services and oil delivery had expired that the company will continue to deliver oil. How is that possible?How does automatic delivery happen AFTER all contracts are expired. This is a ******** business practice.. The biggest ******* is that the price of the oil delivered AFTER my expired contract is WAY over inflated. The price per gallon of this unsolicited oil is OVER 25% more than any competing oil delivery prices. It is also way over the price of what *** charges their OTHER customers too! Upon complaint, the *** customer ********************** representative reduced the price of the oil a little bit. I paid this bill **** the understanding that NO oil was to be delivered ever again. The customer ********************** representative said that *** will not close out my account, but they will put it on hold for 6 months. After six months, a *** representative will contact me to discuss future billing service, delivery, and contract possibilities.After that 6 months expiration date, HOP energy again without any conversation delivered oil to my house unsolicited. The price *** charged me this time was $5.00 a gallon..... November 2nd, 2023. I immediately called several local oil delivery companies... ALL their prices were BELOW $4.00 per gallon. I immediately called HOP energy to complain. They said that after the six months "HOLD" they put me back on automatic delivery. *****, the *** manager further justified the UNSOLICITED delivery by saying *** sent me an e-mail notification and tried to call my phone number. This is deceptive. These are high pressure sales tactics. This is exploiting. This is crazy!!Again like last time HOP energy representative agreed to lower the price to $4.50 cents a gallon. This is still OVER .50 cents a gal. compared to most local oil delivery companies. It way above what *** charges any of their "contracted" customers.

  Business response

  11/24/2023

  We at ************* Energy take all customer complaints very seriously. We have reviewed the details of this complaint. The account notes and telephone recordings have concluded the following:
  
  On 5/3/2023 ****************** called to discuss the delivery he received on 4/28/2023. He was advised that his contracted rate had expired on 3/31/2023 at which time his deliveries continue on an automatic delivery schedule at our prevailing retail rate. We then offered our pricing contracts options for future deliveries, which he declined.
  
  On 8/10/2023 ****************** called to place a hold on his deliveries while he goes online to review his pricing options. He was advised on that same phone call that we could place the account on a temporary delivery-stop, but we require a reinstatement date for the automatic deliveries. ****************** chose the date of Nov. 1, 2023. That date was entered to have his automatic deliveries resume.
  On 8/28/2023 ****************** called back and discussed our pricing options again. He again stated he wasn't ready to lock into a pricing contract. 
  On 10/16/2023 at 11:51 am, We sent an email notification reminding him that his automatic deliveries would resume. 
  
  Below is the email sent to ****************** (also attached):
  
  Dear *****************************,
  
  This email is a friendly reminder that your automatic fuel oil deliveries were temporarily suspended at your request. They are set to resume next month. Should you have any questions or need an immediate delivery, please call our ************* Team at ************ and we will be happy to help.
  Thank you so much for choosing ************* Energy a division of HOP Energy. We appreciate your business!
  
  Sincerely,
  ************* Energy /HOP Energy
  
  ****************** replied to the email notice,  "No".
  
  On 10/24/2023 we reached back out to ****************** regarding his reply to his auto-deliveries resuming. We left a voicemail advising ****************** to call us back to discuss his account options and we needed confirmation on whether he wanted to resume deliveries or not. ****************** did not respond to our message.
  
  As scheduled, on 11/1/2023 his account was placed back on Auto-delivery schedule. On 11/3/2023 we delivered ***** gallons at our prevailing retail rate of $4.999.
  
  On that same day, 11/3/2023, I spoke with ******************, and he claimed he told us to never deliver to us again. I read the log notes and advised that I would like to listen to the calls to determine what was discussed. I listened to 4 calls-5/3/23, 8/10/23, 8/28/23, and 10/24/2023. I advised ****************** that he was the one that requested the reinstatement date of 11/1/2023. I offered to include the most recent delivery in a new pricing contract. He declined. He then said after today he was terming his account with us at which time I transferred the call to ***** in our ******************* She gave him pricing options as well. She offered to adjust the recent delivery to reflect a new contract rate if ****************** wanted to sign up for a pricing contract again or we could adjust this delivery with a $.50 per gallon discount and close the account. ****************** only accepted the $.50 off the price per gallon at that time and agreed to a follow up call on Nov. 7th to discuss whether he wanted to close his account with us or not. 
  
  On 11/6/2023 we applied a credit of $68.40 to reflect the adjusted rate for his last delivery of $4.499 , the discount of $.50 off the price per gallon. We attempted to reach out and left voicemails on Nov. 7th, Nov. 9th and Nov. 10th to follow up with regard to what ****************** wanted us to do with his account.
  
  We did not get a response therefore we terminated the account and sent notice of termination. 
  
  On 11/15/2023 ****************** called to confirm that his account was terminated.
  
  In summary, we valued ****************** as our customer and gave him many opportunities to avoid paying for his deliveries at our prevailing retail price, which varies day-to-day based on market conditions. ****************** chose not to participate in our discounted pricing contracts. We alternatively offered a discount of $.50 off the retail price of his delivery. He accepted and the billing adjustments have been made. 
  
  
  Below are two portions of our contract with *******************
  
  CAPPED PRICE PROGRAM. You have elected our Capped Price Program, for the period from 03/12/2022 through 03/31/2023 (the Pricing Period), we will deliver up to **** gallons of home heating oil to you at a price not to exceed $4.299 per gallon, plus applicable taxes. If our prevailing retail price for home heating oil drops below the Capped Price during the Pricing Period then you will pay our prevailing retail price for home heating oil. We have secured in advance the estimated amount of heating oil futures oil contracts or similar commitments to enable us to meet your needs during the Pricing Period. The Capped Price set forth in this paragraph will expire at the earlier of the end of the Pricing Period or when all of the Agreement gallons stated above are delivered to you, without further notification to you, and subsequent deliveries to you will be charged at our prevailing retail price for home heating oil that is in effect at the time of delivery.
  
  12. TERMINATION: After the Pricing Period, either party may terminate this Agreement upon written notice, provided that you will remain responsible for all purchases made by you before we receive notice of the cancellation. Any gallons delivered to you after the Pricing Period has expired will be charged at our prevailing retail price for home heating oil that is in effect at the time of delivery.
  
  The current balance on the account is $631.80.
  
  

• Initial Complaint

  10/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The company provided no itemization for their bill. When I contacted them and requested itemization so that I would know what I was paying for, they refused to do so.

  Business response

  10/27/2023

  We at ****** Energy take all customer complaints very seriously. We have reviewed the details of this complaint and have concluded the following:

  We received and responded to your email dated October 24th. In our response, from **************, we informed you about our flat-rate billing system for your service appointments on September 18th & 19th. You were not billed for a second travel and/or diagnostic fee for the follow-up visit on September 19th. We dont provide an itemized breakdown of bills like a car repair shop would. We have removed the late fee previously billed and appreciate you making your payment.
  

  
  

• Initial Complaint

  08/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a loyal customer for 30+years. In Feb 2021, I had a new boiler installed via this company. I signed a contract for financing thru the company however paid off the contract within 90 days post installation. Over the next 24 months I received statements monthly and have been considered up to date with payments. In May 2023, I noticed a charge of $995 added to my bill. I made an initial call to the local office to discuss my concern and states that I have documentation proving the installation was paid in full. A representative was going to inquire and get back to **** received another statement , called again regarding this charge. I spoke to another representative and she was looking at the transaction account and could see that the installation amount was paid and sent an email for Corporate to look into this.I called again and spoke to the ***************** and was rudely spoken to and informed I owed this amount but could not give me an explanation, so they sent me my accounts transaction report. I reviewed the report and called back again and spoke to the same person and they sent my the installation account information. Now, I have clear visibility into the issue, In May of 2021, due to sloppy book keeping an error was made by the company, not in my favor. I received a call from the Resolution manager and he apologized for all that I have gone thru and he reconciled the account and I owe ? ******************************* an answer on were this charge came from.Due to their error in book keeping in 2021, they are now bringing this charge forward. I rely on the company to provide accurate and timely statements. Had I known ,over the last 2 years ,this would have been paid. They have placed me on a delivery hold. I request this be consider Bad debt ,on the Company, and written off, since it was their error and they failed to inform me timely. ****** was not truthful in admitting that they made the error.

  Business response

  09/01/2023

  We at ****** Energy take all customer complaints very seriously. We have reviewed the details of this complaint and have concluded the following:
  
  We at ****** Energy acknowledge the misapplied funds to the incorrect account. You currently have 2 accounts. The first account is an oil account, and the second account is for the installation completed in 2021. As of August 29, 2023, the oil account has been released from hold. Each month we have sent invoices and/or statements for both accounts. Per the installation contract, you had 24-month payment terms and since there was a credit balance, one account never appeared to be delinquent. As a 30-year ****** customer, and in good faith, we will issue $100 credit for any inconvenience.  All late fees have been removed totaling $19.09.  The balance due is now $616.66.

  Customer response

  09/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I do not accept this solution.  ***** has not admitted to thier calculation error and sloppy book keeping and  inaccurate statements for over 2+ years.  The original correspondense from Keyer referenced my installation account.  ******** Resolution Manager, is saying  my delivery in Jan 2023 is open?  He states he reconcilled the two accounts personally going back to Jan 2021.  I still found errors on this report as well!  I committed to a payment plan in July 2022 and this delivery would have been covered by that plan.  If I was deliquent at this time, I would have not been permitted to enter into a budget payment plan in July 2022.   

  ****** profitted off my budget payment plan due to my lower consumption.  I committed to 500Gallons @ $5.379 for a monthly budget of $217 for July 2022 - July 2023.  I paid ******, my budget payment totalling $2600.  During this time, I had two deliveries 7/2022: 241 gall @ $5.34 = $ ******* and 1/2023: 195 gall @ $4.635 = - $ 904.00  totaling $2195.55. The Jan 2023 dleivery would have been covered in my budget payment plan.  I appreciate the taken off delivery hold and the $100 credit, however I am still not satisfied for my attempt to get truthful and factual information. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Customer response

  09/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I would like ****** Energy to be truthful with me.  They may have generically admitted to a mistake along with a lame attempt of an apology and compensation.  ******, needs to do the right thing....Admit that they made a large bookkeeping error over 2 years ago and write this off as bad debt.  Any other Business, would have written this off as bad debt due to an internal error.  Instead, I, the consumer,  have been lead to beleive I am current with my obligations to the company and when I questioned where a charge came from all of a sudden, I got the run around.  This incuring debt from 2021 was never revieled until this year.  ****** finally became transparent with me, only after many attempts to gather information, when they provided me my transaction history.  It was clearly evident after reviewing this information where and when this bookkeeping error occurred - 2021.   Instead of being truthful, they carried this debt forward and shrewdly state that this is due to my oil account and the January delivery.  How could that be, when I was in a payment plan with them and current with payments,  My payment plan was 7/2022 - 07/2023.  ****** is asking for proof of payment for this January delivery.  Payment was received in my monthly payments - $217/month.  Any consumer would  have questioned a charge that came out of nowhere, thinking they are current.

  As a 30+ year customer, I have paid my debts to the **********************.  As I states in my previous response, ****** profitted at least $400 from me, during the the payment plan *************** due to my under comsumption of oil.  The 2 deliveries I received durng this period were paid for in the budget payment plan - no proof of payment needed.  

  I know other customers who have dropped  ****** from servicing them due to poor customer ********************** and business practices.  It was once a hometown favorite, but since it has changed hands, the consumer has suffered.  In todays economy, it is challenging enough to make ends meet, when corporate ******* continues to ***** the comsumer in all aspects.  ****** has profitted anough and writing this off does nothing to thier bottom line......they will still be profitable!

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business response

  09/22/2023

  We have reviewed your response and in good faith have agreed to write off the balance of $726.69. 

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contracted with HOP Energy on December 19, 2022 to install a high efficiency HVAC unit (attached). We were billed before installation was complete, and then harassed and threatened with creditors for non-payment of the remaining balance. We were told that it would be a (2) day installation. Install began in January and was completed in late March after a formal complaint letter was sent to the company (attached). Upon completion of the install, we paid the remaining balance. The wrong AC unit was installed. We were billed for (5) ton, high efficiency unit we currently have a (4) ton, low efficiency unit. While we were made aware that the (5) ton was too large for our home, we were not aware that the (4) ton that was installed was the low efficiency unit. The company did not disclose the error nor make attempts to credit us the difference in price/payment from the original quote. We discovered the error in April when we removed the **** sticker on the side of the unit and notified the company immediately. In May, the company offered us a $2,374.00 oil credit to make up the difference, however; we requested that the high efficiency unit be installed per the contract. We were told that it would take 2-3 weeks for them to get the correct unit. It has been 11 weeks. When we reach out to the company, there is no response (email chain attached). We are currently paid in full ($17.970.00) but have the wrong hardware installed. Customer ********************** has been lacking throughout this install, and there is no follow through or communication unless initiated by us.

  Business response

  08/11/2023

  We at Alliance Express take all customer complaints very seriously. We have reviewed the details of this complaint and have concluded the following:

  
  **** & ******* originally requested a 5-ton HVAC unit installed at their home in ***********, **. It was our professional opinion that a 4-ton HVAC unit was better suited for her home.  We installed a 4-ton unit even though it took more time than anticipated.

  
  We have applied a credit of $500 to the account for the difference in price of 5 ton vs 4 ton units as requested.
  

  
  

  Customer response

  08/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  To clarify, we did not request a (5) ton HVAC. We requested for Alliance to come in, assess our system and duct work, and quote the necessary work to resolve our issue and replace the outdated systems. The wrong unit was quoted on their end for the size of our home. 

  As of right now, the business response is not accurate. An appointment has been made for the 22nd of August for the correct unit to be installed. We are hopeful for resolution at that time. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* And *******************
  
  
  
  
   
  

  Business response

  08/18/2023

  Alliance Express sold a 5- ton unit at the home as per **************** contract. When installing the 5-ton unit, we found that the 5-ton unit would be too big for the home and installed a 4-ton unit.  Unfortunately, at that time only a low Efficiency 4-ton unit was available.  We are planning to reinstall a new 4-ton unit with a Seer rating of **** this is actually higher than the original proposed SEER rating sold on the contract. 

  We have already credited the customer's account $500 for the difference between the 5-ton unit sold & the 4-ton unit installed.

  We have the condenser as mentioned previously, and would like to install on Tuesday August 22, 2023, if that is acceptable. We will call you to confirm this installation.

   

  
  

  Customer response

  08/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. While a 4-ton unit could not be located at the time of the appointment on August 22, a 4.5 ton unit was installed. The service technician assured us that this would be suitable for our home and function appropriately. With that assurance, we consider the matter resolved.
  
  Sincerely,
  
  ******* And *******************
  
  
  
   
  
  

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Trying to get my refund check for prepaid oil. They owe me over $1000. Waiting for refund check since May 30th. I have called many times and leaving messages to several administrators, without getting call backs.

  Business response

  08/03/2023

  We at CRC Energy take all customer complaints very seriously. We have reviewed the details of this complaint and have concluded the following:

  Our records show that there was an error processing your refund to the gift card you provided as payment originally. As per company policy, we cannot accept gift cards as payment on customer accounts. 

  We have processed a refund check in the amount of $1,103.46 and have terminated your account. This check was mailed to your address on file. We appreciate you bringing this matter to our attention.
  

  
  

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had called to pay my bill in full two months ago and had a conversation at the same time with the representative stating that I wanted to hold off on any further deliveries of oil until the end of the summer. Im considering going to natural gas and dont want any more oil. In addition the price will hopefully go down. She agreed and stated that she was not going to get any oil deliveries to her home either.Two days later I come home and theres a tag on my door and both oil tanks have been filled. I called and spoke to the office in Waterberry and they transferred me to someone in ********. The person I spoke to in ******** was supposed to get back to me by the end of the week which I never received a phone call. *** called twice again and ********* first time regarding the same issue and I never got a call back the second time I was able to speak with someone. This time the woman told me that all calls are recorded and that theres nothing in my phone call that says anything about holding off on or any oil delivery .I stated again that I had said that I did not want any oil delivered and why were my tanks filled two days later after I called in. She stated again that all calls were recorded and that they were reviewed. I I said to her, that if all the calls are recorded, then why is that not announced in the beginning of a phone conversation because *** never agreed to have my phone call recorded. I said that if the phone calls are recorded, I want to hear the recording of me and that phone conversation. I was told that there was no conversation between me and the representative about holding off on oil or anything about her, holding off and not buying oil either. If the phone conversation is recorded as stated, I want to hear the phone call. And if theyre really not recording phone calls, why would the representative even say that?As of June 15,2023 there has been no response or resolution.

  Business response

  06/26/2023

  We at Mercury Energy take all customer complaints very seriously. We have reviewed the details of this complaint and have concluded the following:

  On May 9th when you called our office to make a payment. The account was not placed on any type of delivery stop. If you had indicated that you were considering switching to gas, we would have transferred you to our conversion specialists, and they would have set up your gas account and placed your oil account on a stop. 

  When dialing our offices, our messaging indicates that our calls are recorded for quality assurance and training purposes. Unfortunately, we cannot provide this recording to the public. We have reviewed the call and there was no mention of your request to stop deliveries. We do see that your account was placed on delivery stop because you are selling your home. When the closing date has been set, we will be happy to provide you with a final reading to ensure that you will be reimbursed for the fuel left in your tank.

  Thank you again for being a Mercury Energy customer. If there is anything more we can assist with, please let us know.
  

  
  

  Customer response

  06/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer during my conversation with the representative I clearly stated that I did not want my oil tank filled. We had a long discussion about the pricing of oil, and how I was going to hold off on getting my tank filled until the end of the summer and I was planning to sell, and she even agreed that she was not going to have her tanks filled either until the end of the summer. So where did that part of the conversation go??? Nobody seems to be able to answer that question. I said no oil deliveries. 

  The first gentleman that I spoke with regarding this problem. He even said that he knew which representative this was, and he wasnt surprised that she didnt **** it down as a stop, and that she makes mistakes all the time. Also, when I called in there was nothing that said anything about my car being recorded for training purposes.  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  07/07/2023

  ***********************************,

  As discussed with you on June 29, 2023, we have credited half of the delivery in question.  We have also confirmed the same via email. We appreciate your payment, as well as as allowing us the opportunity to resolve the issue at hand.

  Should you have any further questions, please feel free to give us a call.

  
  

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They installed a heating oil furnace the lining wasn't hooked up properly in the chimney. I had PSEG come in for a new hot water and he found their mistake costing me another $1000.00. I have tried several times to resolve and I had the town's inspector come in. I would like a refund.

  Business response

  05/31/2023

  Thank you for bringing his matter to our attention. At Metro Energy we take all of our customers' dissatisfaction seriously. We have spoken to ****************************** and will be issuing a credit to her account for $1000.00. She was very satisfied with the results. We appreciate you speaking with us and allowing us the opportunity to resolve this issue. If there is anything more, we can do, please let us know. Thank you for being a valued Metro Energy customer. 

  Customer response

  05/31/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After being a customer for 39 years with **********************. Previously Metro Energy and ******* Fuel, we got an unsolicited oil delivery on October 18, 2022, something that had never happened before. Therefore we were unable to turn off our boiler, which is required because the delivery can stir up sediment &/or water from the bottom of your tank which, if the boiler is running, can get sucked up into the pipe and clog your filter - or worse, cause damage to your boilers oil pump.Upon complaint, we were told that we had a leak and holes in our tank by various people from the company, something that didn't sound right because we don't have any spikes during the summer month in our oil delivery bill. After 9 days without heat in October we succumbed to the pressure of the company and agreed to a new tank and the removal of the old tank, which cost us $ *******. The company keeps billing us for this oil delivery of $1387.90 which caused the problem and stopped communicating after I send all the required documents.They took advantage of two elderly people who are over 80 years old, by insisting that we had leaks and holes and not supplying heat until we got a new tank. We have communicated with the company for 3 months without avail, and email communications with the person in charge, ***************************, ceased after I send him all the requested documentation and the tank removal company again told him that there were no holes and leaks in our tank. We were coerced by HOP energy to get a new tank we did not need because as people over 80, we are easy targets, especially without heat for nine days. Hop energy has acted in bad faith from the day of the. oil delivery. Please help us to recuperate the fee for the tank and tank removal and reverse the charge of $1380.90. I can supply you with every bill and email conversation that has taken place between **************** and myself. Thank you *******************

  Business response

  02/22/2023

  We at Metro Energy take all complaints very seriously. We have reviewed the details of the complaint and have concluded the following:
  
  On Oct. 18, 2022, we delivered ***** gallons of oil to your residence. This order was entered as a phone request meaning someone ordered the delivery over the phone. There was no need to turn off your heating system for the delivery unless there was an underlying issue with your oil tank. Your claim that this delivery caused your system to stop operating. We contend that the issue with your tank was the root cause and do not agree with your assessment regarding your delivery.

  
  You stated that the old tank did not have leaks or holes. On numerous occasions, we have asked you to provide paperwork from the tank removal company supporting this statement. To date, the only information we have received was the approval for the installation of the new 275-gallon **** tank. Warning signs that an underground tank is leaking is finding water in the tank or in the components of the heating system. The fact of the matter is that this underground tank was taking on water and needed replacement to prevent and environmental hazard.

  
  You chose to withhold payment of $1387.90 because you feel that this delivery (prior to removal of tank) cost you the oil delivered. Applied Tank confirms transfer of 270 salvageable gallons of oil into the new **** tank. Approximately 22 inches of product, sludge, sediment, and water was left in the underground storage tank. We have determined that we will not be refunding the total cost of this delivery. 

  
  We value that you have been a loyal customer of Metro ********************** for the past 39 years. We are willing to credit you for half the amount of the delivery ($693.95) made on Oct. 18, 2022, once you provide the paperwork from the tank removal company showing that the tank was not leaking, nor that it had holes.

  
  Should you have further questions please feel free to contact us.

   

  
  

  Customer response

  02/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The bad faith of this company is unbelievable.

  A. There was never a phone call made for an oil delivery as out tank was Hal full, the call that they refer to was requesting the annual contract service. Previously these services were performed in the summer/late summer. 2021 was later than usual and in 2022 we phone for SERVICE NOT OIL.  

   B. I was previously offered the "so called " settlement IF I could provide a final report from the tank removal company. I had supplied them with the town inspection and after contacting the tank removal company, they send HOP an email cc'd to me, that there was no such document when there were no holes and leaks (see attached)

  C. I also attached a document that clearly states that you have to turn down the furnace when there is an oil delivery, and during the previous 39 years we have always been notified.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business response

  03/21/2023

  We have made many attempts to settle this complaint. You were offered a credit of $693.95 for half of the cost of the oil delivery made on October 18, 2022, once you provided the necessary paperwork, which you declined. We are not willing to credit the entire cost of the delivery made on October 18, 2022. The salvageable gallons were transferred to your new tank which you used. We have nothing further to offer at this time. Our offer to credit $693.95 for half the cost of the delivery made on October 18, 2022, once the necessary paperwork is received in our final offer.

  Customer response

  03/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Unfortunately we were not able to accept this offer as the paperwork - being inspection by the town of ******* ** has been forwarded by email early February and the final report requested is NOT available IF there are no leaks or holes in a tank. Applied Service company has directly emailed the executive of HOP energy, saying that HIOP energy is fully aware that there is No final report in this case. No further documentation was asked for

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************
  
  
  
  
   
  

• Initial Complaint

  02/08/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We have a heating oil contract with Metro Energy (**** *******************, **********, ** **********) that specifies pricing period of Cap Price Program (Budget payment plan) from 1/03/22 to 01/31/23. The contract stipulates that the rate per gallon of oil will not exceed $3.299 for the period for up to ***** gallons. During this period we have used ***** gallons, according to our calculations, based on statements provided us from Metro Energy. Nevertheless, Metro Energy on 1/12/23 charged us $6.499 per gallon ($1,437.58) for ***** gallons of fuel oil. Metro Energy cannot/will not provide us with evidence that we have used more than ***** gallons of fuel oil, simply because we have used far less than the ***** gallon maximum. Numerous phone calls and efforts to deal with a supervisor have been fruitless.On January 6, 2023, I called ********* to inquire about the budget plan, ie Cap Price Program for 2023. I was told that the monthly payment amount has increased from $478/per month in 2022 to $546/month. So I made the $546 budget payment on January 6, 2023. Please note that I did not know until I received the January 25, 2023 billing statement that the company had taken $1,437.58 from my account balance for the oil delivery on January 12 at an exorbitant rate of $6.499/per gallon for ***** gallons. The January 25, 2023 billing statement stipulates that my next monthly payment under the Cap Price Program (i.e., budget payment plan) is $546, due by 2/25/23. When I called to inquire why we have not received a contract for 2023, I was told that the rate is now $3.999/per gallon for the Cap price program. Under this rate my monthly payment would be higher than the $546 that they stipulated in the latest bill. So it appears that Metro has been corruptly and illegally overcharging us. We are going to discontinue with them. Please help us retrieve the overcharged sums of money. We appreciate your intervention in this matter.

  Business response

  02/15/2023

  We at Metro Energy take all complaints very seriously. We have reviewed the details of this complaint and have concluded the following:
  
  As in previous years, ****************** executed a "Capped Price" Agreement at the price of $3.299 per gallon for his requested **** gallons.  In previous years, he had requested **** gallons.   The pricing is in place until either the pricing expires, which for him is 1-31-2023 or if all the **** gallons have been delivered, whichever comes first.  After these gallons are delivered or the pricing expires, all automatic deliveries will then be at Metro Energy's market price as noted on his pricing contract.
  
  ****************** did not execute a 'Prebuy" price agreement where he would purchase gallons up front in one lump amount.  This current "capped pricing" is applied and billed to ****************** as each delivery is made throughout the year and he would then remit payment for each delivery.  There is not a prebuy credit so there is no refund to be provided.
  
  **************** was provided with a Price Expiration Letter on 1-10-2023 advising to contact Metro Energy for his new pricing, otherwise Metro Energy's market rate would be applied to his future automatic deliveries.  On 1-12-2023, a delivery on ***** gallons was made. This delivery consisted of ***** gallons at his old rate of $3.299, the remaining ***** gallons was billed at Metro 'Energy's market rate.
  
  As a courtesy, we have rebilled the remaining ***** gallons at the former Capped Pricing rate of $3.299 for a new amount of $1,261.87 for the final delivery.  The balance due on the account is currently $655.93. 
  
  

  Customer response

  02/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Please note the following misstatements in Metro Energys response:
  1.   The final delivery of ****** gallons at the former capped pricing rate of $3.299 that they said they are now charging comes up to $729.738 and not $1,261.87 they stated in their response.
  2.  .For ***** gallons of fuel oil at the rate of $3.299, our cost would amount to $6,598 for the 2022-23 contractual period. 
  3.  For 2,****** gallons of oil we ended up purchasing (at the rebilled rate they stated in their response of $3.299),  the cost should be $7,327.7388
  4.  Under the budget plan for 2022-23, we paid a total of $8,035.58 (see Metro Energys Transaction report) which means that we overpaid $707.84. 
  5.   Since we already informed Metro Energy that we are closing our business with them and since we have not signed any cap price program for 2023-24, we should be receiving the overcharged amount of $707.84
  6.  Also important to note, that contrary to Metros statement that we purchased ***** gallons of oil  in previous years, we actually purchased **** gallons of oil in 2021-22 (see attached), the same as we did in 2022-23.
  7.  As I stated above, Metro Energy Invoice summary that they sent us called Transaction Report clearly notes that we paid $8,035.58.  So it makes no sense for them to say that we owe them $655.93. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  02/28/2023

  We have received your rejection and are responding to your list accordingly in the same order. Also attached is a transaction report confirming the transactions on the account and a copy of the contract signed by ****************************** 

   

  1. The extra ****** gallons were billed on a split delivery for $6.499 (as over the requested **** gallons).  The first ****** gallons were billed at $3.299 to add up to **** gallons.  We rebilled the ****** gallons at $3.299 for $729.74 which provided a credit of $707.84. (****** gallons for $1,261.87)

  2. All deliveries were billed accordingly during the 1-3-2022 to 1-31-2023 time frame.

  3. Correct and billed accordingly.

  4. As previously stated, a credit of $707.84 was applied to the balance on 2-15-2023. 

  5. See above

  6. In a previous year, the customer did request **** gallons for the pricing period (see attached).

  7. On 1-6-2023, there was a credit balance of $605.94.  1-12-2023 an oil delivery was made for ****** gallons for $1,261.87.  The new balance is $655.93 ($1,261.87 - the credit balance of $605.94 = $655.93)
  The total delivery is for ****** gallons not ****** gallons.  A transaction report is attached.
  
  

  Customer response

  02/28/2023

  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 and the matter has been resolved. We will therefore remit The new balance of $655.93 to Metro Energy.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

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