South Jersey Energy Service Plus

I had south jersey energy plus install a new burnam combi boiler and indirect hot water heater around 2 years ago, and the domestic hot water has been inadequate. We have been trying to adjust the often way too hot/ way too inadequate amount of hot domestic water, thinking the change of seasons were to blame, and we needed to adjust the dial on the tank. We just had a company come in "Temp Solutions" to check the equiptment and we were told the boiler is a lower end unit, with just barely enough btu's to cover the home, and the 30 gallon indirect tank is too small for a 2 full bedroom home. It should have been a 50 gallon , and that is what they would have installed. Also, they told me the boiler temp for the hot domestic water was set to 190 degrees, and that was done by whoever installed the unit, probably to overwork the boiler to try to compensate for the undersized tank they sold us. the work cost us 10,000 dollars, and we should have had the correct sizing to ensure we had plenty of water instead of them making the maxium amount of profit on us. Shame on you for what you did, and I hope people read and think twice about using south jersey energy plus for anything. You screwed us royally, and I hope your buisness suffers for it in the future. This is not going to be the only site I post this on,

Review: I have had a worry free contract with Sj gas plus for over 7 years .... My heater breaks down everyyear ... The same part sometimes I don't think they replace the part. It takes DAYS for them to come out to even look at the heater. I am without heat for days. Sometimes I need to call independent contractors which have been high cost to me. They say they are coming out and don't show. They promise return phone calls and don't get back to you. The service they use to schedule appointments even get hung up on when calling them to check on service information. I feel I am paying for a service and getting ripped off. Its a scam and they do this to everyone and the innocent consumer is getting sucked in to their scam. I have had nothing but problems when trying to get them out here for service. Basically they are charging you for a product they can not deliver.Desired Settlement: I want to be fully refunded for all my years of service and noted on record that they are offering a product to consumers and charging for that product and not delivering the product they advertise.

Business

Response:

Im not sure what [redacted] is referring to when whe states that we do not service on time. Here is the History of her account:1/20/19-called in no heat--services same day8/24/09-burning smell from AC-serviced dame day9/25/09-no ac-serviced next day12/6/10-no heat-serviced same day2/2/11-no heat-serviced same day7/12/11-no ac-next day service9/23/11-motor humming-scheduled next day per her request1/1/12-no heat-same day service11/22/12-no heat-next day service12/31/14-no heat-same day service2/3/15-no heat-same day service-cust called in and cancelled3/29/15- no heat-same day service-cust called in and cancelledAs you can see SJESP has responded to all of her calls no later that 24 hours after recieving the calls. To state that we are scamming customers and not providing services is truly a false statment.thank you[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the statements are not false- SJ Gas did respond to the calls however when scheduling the appointment on more than one occasion the techs were not able to respond within a 24 hour period. It was more like days without heat in frigid temps. 10/18/15 6:20 am call made to SJ Gas . I was told that I would receive a phone call back which I had to call back and I was informed by the answering service and confirmed that my appointment was for Tuesday 10/20|15 8 am to 1 pm. I called today at 8:40 am to reconfirm my appointment and it was confirmed. I also had requested a manager to call me. At approximately 2:45 today I received a call from Sj Gas telling me that my appointment for 10/2015 was now being pushed to 1-7 pm window. I expressed dissatisfaction with the representative and wanted to speak to the manager Frank. The rep failed to place me on hold and mocked me in an unprofessional tone prior to the transfer to the manager. My experience over all is dis satisfactory on the level of professionalism South Jersey Gas represents.

Regards,

Review: I pay for a Service Sentry plan for my gas heater and gas hot water heater through South Jersey Gas Company. Earlier in 2013, my heater failed to come on during a cold spell, I think around October of 2013. A technician came out to check on the heater, and when he did, the heater started working. Because the heater is in a crawl space under the house, and I did not accompany the repairman, I do not know what if any adjustments he made to get it working. He said the heater did not need any repairs or replacement.

It's now January 1, 2014, and my heater has not been on all night. I called SJ Gas, and they transferred my call to SJ Energy Service Plus. The subcontractor for my area called me back with an estimated date (at the earliest, [redacted] 2014) when he would be able to send out a technician. Since this company did NOT identify or correct the problem the first time they came, I expected a much faster response time. My house is very cold, I hope my water pipes don't burst, and my heater is unreliable.Desired Settlement: Either replace my unit with a working one, or repair it so that it does not stop working.

Business

Response:

On [redacted],2013 we did respond to a call for Mrs. [redacted]. for no heat. The tech identified that the units ignitor was cracked and needed replacement. He replaced the part and the unit was working once again. On [redacted] 2013 we responded to a call at the same residence. The order came over with the following comments:

“[redacted] calling with heating unit turning on but no blower”

A technician was dispatched to the home and his diagnosis was the following:

“fumace running when I got there cleaned flame sensor and pressure switch line I was unable to get problem to occur noticed vent was rotted out shut down furnace and gas and red tagged customer would allow me to plug Iine.he had materials there and started repairing it before I left.”

On [redacted]2014 we responded to the residence for another no heat call and the technician noted the following:

“checked and found flame rolout tripped due to no house chimney causing back pressure at burners.see red tag for house heater and awh”

As you can see in the techs reports that there was a problem with the vent in December and the homeowner was repairing it themselves. This have been an out of pocket expense if SJESP was to make the repairs since it venting is not covered under the service plan. The complaint reads that SJESP did not identify or correct the problem when we came out. Indeed we corrected the problem back in Séptember and identified another problem in Decembel In this case it appears the homeowner was trying to save a little money and created a bigger issue by doing the venting themselves.

If they would like to have the work completed im sure we could give them a to do it.

Thank you

Review: This company contacted our Electric company (JCP&L) and notified them without our consent that we selected them (South Jersey Energy) as our new electric generation supplier for the NJ Energy Choice Program. We have never even spoken to this company, nor did we agree to choose them as our new electric generation supplier. The letter I received notifying of this change to our account was from our current Electric supplier (JCP&L) stating that if this was incorrect we had 7 business days to notify them. When I contacted the number provided for South Jersey Energy - [redacted], I am only asked by automation to take a survey to win a free cruise, I win a cruise and then I am hung up. What kind of business operates like this?Desired Settlement: This company needs to be out of business permanently, they are praying on people who do not know better - I can only imagine how many people have been scammed by this company.

Business

Response:

This complaint was sent to the wrong company. My company , south jersey energy service plus, is an appliance repair company and we do not sell energy.

Review: I have been dealing with this company for 3 years now. They are the only heating service provider that south jersey gas works with, so I have no choice but to work with them. Every time I call to schedule a service appointment, they cancel the appointment the day before or the day of with no compensation to me in the form of a refund or expedited future appointment. Even worse, I have had them not call me to reschedule the appointment that I have made, and I waited until 1AM calling every hour to make sure they were still coming. They told me they were until 1:15AM at which point they told me they had cancelled my appointment the day before without notifying me. The service is bad enough but the customer service is worse. The representatives are less than helpful. They just keep suggesting to schedule another appointment giving no solution on how to remedy the mistakes that they have made. They cannot "guarantee" a time to come, and the service windows span 7 hours. Which conveniently puts it outside business hours when the technician does not show up, so I have to wait until the next day to call and start it all over again. The company is so lax in their service because they know they have a monopoly on the heating service business in the area.Desired Settlement: At very least I would like my service plan fees waived for at least 1 month for my inconvenience. I have already asked the company for this courtesy, and they have refused. What I honestly want is another choice of heating service provider from south jersey gas. This would alleviate the problem on a few levels. For one, people could choose to get away from this terrible company and two, it may entice this company to give good service and customer service because they now have competition. Any help with this situation would be greatly appreciated. Thank you for your time.

Business

Response:

I have gone back through the service calls at the residence as far back as 2011. This is the first time that we have cancelled an appointment with Ms. [redacted] that we had scheduled. This particular call was set for 2/15/15 to have a PM completed on the heating system. As you know we had extreme weather move in over the past few days and had to prioritize the no heat calls. If Ms. [redacted] had no heat I would certainly have been canceling someone else to accomodate her needs as we did for the unfortunate people whos heat broke. We did make it out 1 day later and complete the PM for the [redacted] I do apologize for the inconvienence and at the same time thank them for allowing us to move the appointment to fit in a customer who had no heat.

Review: On or about 09/05/2013 a service call was setup to service my air conditioning system at home. Since no one was going to be at the home instructions were given to the service department that the service person was to call me at my work and cell phone number so I could then leave and meet the service person for the service call.

I did not receive a call as per my instructions and the service call did not occur that day.

I was charged 95.23 on my south jersey gas bill as if the service call was completed; there was no paperwork left at my home to indicate a person was there. I have called 3 straight days to try and resolve this problem and was told this is a proper charge and it should be paid as billed.

I am very upset and told them I am now considering this a fraudulent charge and refuse to pay it. South Jersey gas was informed and the charge is now being disputed; it was temporary

removed from the bill until resolved.

I have been a service contract person with this company for 12 years paying 14.17 per month which totals over $2040 I have paid and never missed a payment.

I was told a manager would contact me in 48 hours to speak with me concerning this matter; however I have been being told this for the last 3 days and no one has contacted me once.Desired Settlement: I expect the 95.23 charge to be removed from my south jersey gas bill.

Business

Response:

Dear [redacted]

This is a formal response to complaint [redacted] from [redacted] The Charge that the customer is referring to was charged to him in error. This charge was removed from his account on 10/10/13. I show a 0 balance due to [redacted] at this time.

Thank you

I have been trying to get my furnace fix for 2 weeks .one guy comes to my house he tells me I need to replace a part that fine wait a week second guy comes try to installed the first piece . Now he tells me he get cannot take the first part off because it's rusted and has to order a new part. So wait another week they call me right before the guy is coming to install the part now tell me it's the second part is not covered because it's rusted and trying to tell they have to charge me 950.00 I argue with them told them you never told me the second part is not covered [redacted]

Review: I signed up with [redacted] in [redacted] 2012 by a sales man representing the company. He confirmed all my Gas Appliances were eligible for coverage. When I called 5 months later to use those coverages (my water heater and dryer both were not functioning properly), South Jersey Energy Service Plus said "your appliances are not eligible for coverage." They did not fix the units AND continued to Bill me After I canceled. Fraudulant sales of an Insurance Policy- NOT REFUNDED! Energy Plus wouldn't refund me the entire policy and basically told me to "Eat it."Desired Settlement: I want a FULL REFUND of the Policy... not the part refund that was issued.

Business

Response:

Thank You for bringing Mr. [redacted] concerns to our attention.

Mr. [redacted] states that during his enrollment call he was advised that all gas appliances would be covered by his [redacted] coverage plan.

Our records confirm that Mr. [redacted] contacted [redacted] on [redacted] 10, 2012, to inquire about our services plans. After a thorough explanation of the products and coverage details, Mr. [redacted] enrolled in the four following optional plans: South Jersey Energy Service Plus Heating System Coverage, South Jersey Energy Service plus Cooling Coverage, South Jersey Energy Service Plus Water Heater Coverage, and South Jersey Energy Service plus Interior Gas Dryer Coverage (“Dryer Coverage”). We have listened to the enrollment call and confirmed that our agent did ask all of the required qualifying questions, including specific questions about Mr. [redacted] gas dryer. Mr. [redacted] was asked if his gas dryer was a [redacted] digital or stackable unit because these units are NOT covered under the Dryer Coverage plan. The recording confirms Mr. [redacted] stated that his unit was NOT one of the ineligible models. [redacted] provided Mr. [redacted] with all of the eligibility information related to the coverage plans and did not sell its coverage plans under any false pretense.

On [redacted] 3, 2013, Mrs. [redacted] called [redacted] regarding a problem with her gas dryer. As part of our service request triage questions, Mrs. [redacted] was asked if her dryer was a [redacted] digital or stackable unit. Mrs. [redacted] stated that her unit is a stackable unit with digital controllers. She was therefore informed that per the terms and conditions of the Dryer Coverage her unit is ineligible for this coverage.

Mr. [redacted] contacted [redacted] again on [redacted] 10, 2013, regarding a concern with his hot water. We offered to schedule an appointment for service, but Mr. [redacted] advised that he would contact the manufacturer to verify if the water heater was under a warranty and would call us back to schedule a service appointment if needed. [redacted] has no record of Mr. [redacted] contacting us to request service.

On [redacted] 4, 2013, Mr. [redacted] called to inquire about charges on his bill for all of the above listed coverage plans, and stated that they should have already been canceled. We advised Mr. [redacted] we have no record of a cancellation request. Mr. [redacted] then requested cancellation of all contracts and a full refund. We granted a full refund in the amount of $62.43 for his Dryer Coverage, because it was ineligible for coverage, but advised that his remaining contracts would be cancelled, but because there was no eligibility issues those charges were valid and non-refundable. Per his request, the call was escalated to a Supervisor who upheld the agent’s decision. Mr. [redacted] expressed dissatisfaction, but accepted this resolution. Our records show no further communications with Mr. [redacted].

After receiving this complaint, we made unsuccessful attempts to contact Mr. [redacted] by phone, but left a voice mail with our contact information. [redacted] has no record of Mr. [redacted] returning our call. As a gesture of goodwill, [redacted] is willing to provide a refund in the amount of $306.30, which is the amount paid to date.

We trust that this resolution will fully satisfy Mr. & Mrs. [redacted].

Review: I scheduled an appointment with S. Jersey Energy Plus in June 2014 for air conditioning maintenance service and forgot that the service tech was coming on that day. He did not call a day before to confirm the appointment. He showed up when I was not home. I rescheduled the appointment for July, 2014 and service at that time was completed. The bill came through South Jersey Energy which is not affiliated with S. Jersey Energy Service Plus. I paid $92.38 inadvertently thinking it is for the July service. But instead it was for the June no service date. Then another bill came and it is for the July service $95.13. I called S. Jersey Energy Plus that I paid the June service billing thinking it is for July. They said I had to pay both bills. I told them that there was no service done in June because I was not home and forgot the appointment. They said I had to pay for no show appointment. I told them it's not right. They should have told me that they will charge for no show when I first made the appointment or call to confirm an appointment prior to visit. They did not informed me and did this on purpose to make extra dollars. Even a doctor's office reminds patient of an appointment. Because they refused to admit that I paid and kept sending me bills. I have given them business as a customer for many years and this is how they treat their regular customers. I only owed them $2.75. I will not pay for the entire July service because I inadvertently paid the June one which no service was completed. There are other service providers out there and I will never deal with S. Jersey Energy Plus any more. I hope the Revdex.com will inform other customers that S. Jersey Energy Plus misinformation. Thank you.Desired Settlement: June billing statement was paid inadvertently for no service. Replace June for July completed service. I only owed $2.75 and I will pay if they agreed that I owed them only for completed service, not for the no show service.

Business

Response:

we removed the charges that were associated with the June service call.[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Hello,