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Complaint Information: We issued this check on 11/16/2015, which is days prior to this complaintThe check should have arrived at this customer's home already, but if it has not she should notify us immediately so we can resolve the issueRegarding the delay in issuing the refund, we apologize that we fell short of the customer's expectations on thisThe first call we got from the customer requesting the refund was on 10/5/15, but it was unclear to us whether the customer wanted to continue on with us and retain her service contract (which she had not paid for yet)Once we had determined that she did not want the service contract (and was terminating her service) we produced, and mailed, the refund checkWe wish this customer the best of luck, and we encourage her to think of us in the future should she ever need our servicesHappy Thanksgiving!!

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

Complaint ID#:    [redacted]Company Name:    Norbert E. Mitchell Co., Inc.Company Contact Name:    [redacted]Company Contact Phone:    [redacted] Company Contact Email:    [redacted]Consumer's Name:  ...

 [redacted] [redacted]Revdex.com Staff Member (if you know):    [redacted]Complaint Information:    An account for [redacted] was established on 4/20/2006. For the past 10 years of doing business with [redacted], our company has been very accommodating and patient in helping [redacted] manage her energy expenses. The reason for the service charge is because service calls from a licensed technician are necessary in order to turn off and turn back on a propane gas meter. If payment isn’t made, the result is that the fuel supply is shut off. When payment is eventually made, we then have to send a licensed technician again out to the home to turn the system back on, and check the heating system to ensure it has resumed functioning. Only a licensed technician can interrupt and re-activate a propane gas system, so our minimum Service Charge is necessary and appropriate in this circumstance. In the month leading up to this incident, [redacted] was informed multiple times that her meter would be turned off if we did not hear from her regarding her account. We are in agreement that she did acknowledge our technicians arrival and presence at her home on 3/30/16. We have documented that our technician arrived at the home at 9:30am and informed [redacted] why he was there. She advised the technician that she did not have the cash to make payment however she would call the office to make payment by phone right away. The technician agreed and returned to his company vehicle to inform the office and await further instruction. [redacted] by her own admission states that she called the office 15 minutes later to attempt to make said payment. Our technician was at her home until 10am at which time, no payment was received, and the fuel supply was shut off as directed by our Credit Department. We wish to continue servicing and providing fuel to [redacted] for as long as she lives in her home. We do expect prompt payment for the product that she consumes, but we have been more than flexible since the commencement of her account. To resolve this situation, we will re-activate [redacted]’s meter at no charge as a customer courtesy once she has paid the full balance on her account. We hope that [redacted] will do everything she can in the future to avoid these situations, as we will need to bill a Service Charge for future meter shut-offs. Sent on:     4/13/2016 10:09:43 AM

Complaint Information: We issued this check on 11/16/2015, which is 2 days prior to this complaint. The check should have arrived at this customer's home already, but if it has not she should notify us immediately so we can resolve the issue. Regarding the delay in issuing the refund, we...

apologize that we fell short of the customer's expectations on this. The first call we got from the customer requesting the refund was on 10/5/15, but it was unclear to us whether the customer wanted to continue on with us and retain her service contract (which she had not paid for yet). Once we had determined that she did not want the service contract (and was terminating her service) we produced, and mailed, the refund check. We wish this customer the best of luck, and we encourage her to think of us in the future should she ever need our services. Happy Thanksgiving!!