ComplaintsforSail Energy, LLC

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got billed for a free service inspection and they never hooked up service or filled a tank. I called after receiving a bill and they said they would take care of it. After months of nothing I received a call asking to pay the bill that went into arrears and I told them I’m not paying for a free service. They claim I wasn’t there for the inspection but I had the day off and was waiting for a technician all day no one knocked on the door. My complaint is I’m being billed for an inspection that never happened and one they said was free.

  Business response

  03/06/2024

  When the customer first called the company, he was instructed that he would require a system check before we could deliver to his propane tank to ensure his system was running safely and that there was no charge for this type of service. The charge that the customer was responsible for was for a no-show service charge as the technician indicated that no one was home when he showed up for the call. This customer has been contacted and upon speaking with the individual it was determined that the technician did show up to the customers home but did not ring the doorbell to indicate that he was there for service. This issue has been resolved and the no show service charge has been removed from the customer's account. 

• Initial Complaint

  09/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am submitting a complaint to dispute with Murray-Heutz Oil and Propane, 84 General Turner Hill Road, Turner Maine, 04282. They added a new annual recurring charge on 7/1/2022 and claim that my account is past due, when in fact my account is paid in full. Please help with having this charge removed from my account. I have tried to communicate this with the company but they are ignoring my dispute. I filed a formal dispute by mail on July 26, 2022, disputing a new 'minimum annual requirement fee' of $160.00 for the use of two propane tanks that were delivered and filled on 11/27/2019. These two tanks were included in a proposal contract for the purchase and installation of two Rinnai propane heaters. Murray did not respond to my July 26, 2022 dispute letter, instead I received a second invoice dated 8/1/22 for $160.00 and showing 31-60 days overdue. I then mailed a second dispute letter on August 20, 2022, this time certified mail, with tracked proof of delivery on August 22, 2022. Murray again did not respond. Instead I received a voice mail on Friday, August 9, 2022, with a message stating that my account was more than 60 days past due, and that they would not deliver any additional fuel until the balance was paid. I received a third invoice dated 9/1/22 for $160.00 plus a finance charge of $2.40. Not only is Murray dismissing my formal dispute on this newly made up charge, they are now charging a finance charge. This new annual recurring charge is a made up charge for a service I have already paid for with the purchase of the Rinnai heaters and the propane fuel that was delivered. As a customer of almost 30 years the propane purchase price always included the use of the tanks, as historically the price of propane is lower for customers who have thier own tank and higher for the use of the supplier's tank.

  Business response

  09/16/2022

  this customer purchased two Rinnai space heaters which included setting and connection to company owned propane tanks. we have offered other options, such as, purchasing the tanks and  downsizing to one tank at zero cost to the customer. we have tried to reach this customer by email twice to help facilitate these options with no response. we do apologize if the customer has been inconvenienced by this necessary fee. 

  thank you,

  Steve T*****

  
  

  Customer response

  09/21/2022

  Complaint: 18034813 I do not accept the business's response as a resolution to my complaint because: I emailed the response below to [email protected], and see now that I can respond here. Hello Parker, In response the message from the business, I did not receive any emails from them. I checked my inbox going back to July 1 and also checked my spam and junk folders. I'm wondering why Murray did not call me when they did not receive an email response, especially since I sent them a second letter by certified mail. The only call I received from them was on Friday, September 9, telling me I was more than 60 days past due. My filed complaint with you has a typo, the voicemail was on September 9, not August 9. I am not opposed to downsizing to one tank at zero cost but both tanks are at 80% capacity so this would need to wait until the fuel level goes down. We could draw off just one tank to use that up completely first. This necessary fee they are referring too is a new made up fee for a service that was included in the fuel I purchased and I would like this fee removed from my account. I can understand their implementing this new fee to new customers, or possibly to new fuel purchases, as the price of the fuel would reflect this, but it is a unfair business practice to begin charging a newly made up recurring charge to customers who already paid for this service >Thank you and please let me know the next steps. Sincerely, ****** ********

  Business response

  10/18/2022

  on 9/16 we responded to this complaint with an offer to downsize the tanks in lieu of paying the fee. we will extend this offer again.

  thank you,

  Steve T******

  Customer response

  10/19/2022

  
  Complaint: 18034813
  
  I do not accept the business's response as a resolution to my complaint because: I am open to the idea of downsizing to one tank, however I would like to ensure that the offer will be extended while I draw fuel off one tank and I will contact the business once the tank is empty. With heating season just starting I will need time to use up the fuel. I do not want to sell the fuel in this tank back to the business during heating season because I will end up having to purchase the fuel again later in the season, with what will likely be a much higher price.
  
  Sincerely,
  
  ****** ********

  Business response

  11/02/2022

  we would be happy to pick up the tanks, set a new one, and put a credit on the account for the remainder of the propane. it will cost 0 more dollars. i will have our dispatcher call and schedule the tank swap.

  thank you,

   Steve T*****

  Customer response

  11/04/2022

  
  Complaint: 18034813
  
  I do not accept the business's response as a resolution to my complaint because: I do not want to sell the propane back as it is paid in full and I need the fuel for the heating season. It does not make any sense to sell it and then have to buy it back later at what might be a higher price. I am continuing to draw from one of the tanks and that level has been going down and will continue to go down as the season becomes colder.
  
  Sincerely,
  
  ****** ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩