Superior Plus Energy Services

13-Feb-13
Natalie G

Friday evening I noticed my oil was running low (Yes I know I should have thought to check sooner but I had a lot going on). I called the 800 # around 9pm and was told by the rep after giving him my account # that delivery the next day should not be a problem as long as there were no weather related issues (a storm was coming through and we weren't sure how much snow we were going to get). The next day I looked out the window and saw that there was no snow. I called Superior Plus at 9am to confirm that they were still planning on sending a truck and spoke with a woman who said that I spoke with an answering service the night before and that they misinformed me. She went on to state that she would not be able to deliver until Mon or Tues because I was on a "will call plan" and that requires 48-72 hrs notice on delivery (which I was not aware of). I asked her why the answering service would have given me the wrong information and there was no explanation. When I realized I was not getting anywhere with the rep, I then asked to speak with a manager. The manager advised me there were no trucks in my area that day and that if I wanted delivery that day I would have to pay $160 extra. I didn't feel that I should be subject to a penalty when I was provided with misinformation the night before. After a lot of back and forth, the manager finally committed to me that she would have the oil delivered on Sunday. Her solution was not 100% satisfactory to me, but after close to 20 mins of back and forth, I caved in and said fine. So low and behold, I come home Sunday at 6pm to discover no oil had been delivered. And, of course, no one bothered to call me and advise me they couldn't make the delivery as committed. So I called the 800# Sunday night and a man answered the phone. I explained to him briefly what happened and he said "Ma'am this is the answering service. You will need to call back tomorrow morning". I said "Ok but may I just leave a message?" and he said no! Last time I checked the purpose of an answering service is to take messages! So the next morning rolls around and I speak with another rep in the office who tells me my delivery was NEVER assigned to Sundays route and that it was instead assigned to Mondays route. I advised the rep that I was not happy and I asked the manager to call me back. FIVE hours pass and still no return phone call. So I call them again. The manager immediately came on the line. I reiterate everything that happened to her and she said she was told by the dispatcher on Saturday that delivery would occur on Sunday but somehow my delivery was never officially assigned to Sunday's route. I explained to her my experiences with the answering service on Sunday night and she agreed with me that they could have taken a message. She did apologize for everything that happened and the delivery did finally occur late Monday afternoon. That being said, I must say I walked away with a very bad taste in my mouth. The customer service provided by the contracted answering service and the actual customer service department in Aston was sub par to say the least and there was no accountability by Superior Plus or their management. I found myself CONSTANTLY BABYSITTING Superior Plus and I feel that, given they were in the wrong, they should have been PROACTIVELY calling me to make it right. I got the sense after multiple phone calls to Superior Plus that they basically wiped their hands clean when it came to light that the answering service THEY CONTRACTED out to take their calls was providing a less than stellar service to their clients. In summary, after 9 years of being a loyal customer, I will NOT renew my contract with Superior Plus.