ComplaintsforNugen Energy

• Initial Complaint

  12/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 3, 2022 NUEGEN Energy came and put fuel oil into our home. On November 2, 2022 we were approved by the LIHEAP program for $1,840. LIHEAP then called NUEGEN Energy and told them the amount that we were approved for. We then talked to NUEGEN Energy and told the lady in the office that if that amount we were approved for went over into our second tank, that it was okay. She then proceeded to tell the delivery guy to fill the tanks. The delivery guy came and filled both of our tanks and put in more then they were told. They went over by $1,091.48. Because of their mistake we then called NUEGEN Energy to figure this out, the lady that answered told us she was in a bad area and said she would call us back.(she never did) We waited for a month to receive a call back and instead received a bill in the mail a month later. After we received the bill we called them again and when the lady in the office answered she told us there was nothing she could do and told us we just needed to pay the bill. When we brought up the fact that she should of done the math and told the delivery truck driver a set amount instead of just telling him fill the tanks. She argued telling us thats not how it works and if we dont like it then dont use them anymore. She also claimed that she didnt know we had two tanks. (Which she did because we told her and also the delivery truck driver.) She then proceeded to hang up on us when we told them that we know that thats how its supposed to be done. We have tried to call back several times and they will not answer our calls. We are not happy with the lack of professionalism of this company. We were willing to work with them but ask for some sort of compensation. Instead they expect us to pay for their mistake, that we can not afford. (Which is why we applied for LIHEAP to begin with.)

  Business response

  01/03/2023

  When the account was originally set up with NUGEN Energy (03/21/2018) we were told there was one 275 gallon tank.  No one called us to update the account record when the second 275 gallon tank was added.  We received the order for this delivery from the LIHEAP representative, not from ***********.  LIHEAP  approved  ************ for $1,800 of assistance, that amount is more than enough to fill one 275 gallon tank which was the tank size indicated on the account, so the order went to the driver to FILL the tank.  It wasn't until after the fact that we were informed there was a second tank.  When *************'s daughter called here after the delivery to talk about this issue, he was in the background yelling and screaming which made it very difficult to explain anything.  We simply asked him to pay what he can, when he can and that was the last communication we had with him.  Typically LIHEAP will send each participant more funds in July once the heating season is finished.  This past year that amount was $500 for each participant.  Then if ************ qualifies for LIHEAP assistance next heating season then he will get a cash grant of up to $500 these two amounts can be applied to previous balances.  So long story short had we been able to have a conversation, without ************ yelling and screaming in the background we would have provided him with the above information.  For now we just need to wait for this heating season to end and see how much the summer distribution of funds will reduce the account balance.  If any additional information is needed please let me know.

  Thank you,

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

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