ComplaintsforHOP Energy, LLC
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Complaint Details
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Initial Complaint
01/18/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
Placed a service call for no heat on a Friday 01/14 at noon. Was told a technician would be out between ****PM. Was told by the company they would text before coming. Heater started working back up on its own, technician never texted and showed up at our door right as we were realizing our heat went back on. He wrote no service provided on the slip, told us if we had a contract there was no travel charge (which I was also previously told by ******* whom I spoke to 11/30 at 8:32AM when I paid for the contract - no travel fee M-F - this was a Friday at noon). Go to order oil the following week and my account is on hold for $81.00 travel fee. For a technician who never texted he was coming and did absolutely nothing. I have called twice in the last two days and told they are too busy for a manager to speak with me (spoke to *** and *****). We used this company for years but apparently time to find a new one.Business response
01/20/2022
We at DDM Energy take every complaint very seriously. We have reviewed the details of your complaint and have concluded the following:
We apologize that you didnt receive a text message prior to your service call. We confirm that you currently have a basic service plan for your heater and were mistakenly charged a travel fee. We have removed the travel fee as well as the delivery hold on your account. Your account is currently at a $0 balance. Feel free to call us directly to place an order for an oil delivery. We apologize for this inconvenience and look forward to speaking with you soon.Customer response
01/20/2022
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.The company has said they credited my account and agreed my balance is zero.
Sincerely,
***************************
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Contact Information
4 International Dr Ste 210
Rye Brook, NY 10573-7015
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Get a QuoteCustomer Complaints Summary
30 total complaints in the last 3 years.
5 complaints closed in the last 12 months.