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New England Pellet LLC. Enfield/Suffield Ct.

Post in 'The Pellet Mill - Pellet and Multifuel Stoves' started by paulslush, Oct 18, 2008.

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  1. Panhandler

    Panhandler Minister of Fire

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    Please call your Attorney General and Better Business Bureau. You must do this to get action. I’m having flasbacks again hearing about this. Long story short, I had a similar problem with Dogwood Energy out of TN last year. It got to the point that they wouldn’t answer their phones at all. Paid in April for August delivery. I got my $600 back in October right before they filed bankruptcy. I was one of the few to get refunds. Hundreds, if not thousands of people got stiffed over pellet money. Don’t hesitate, these people work for you and their job is consumer protection. The company is better at jacking you around and they have no real incentive to take care of you over anyone else.

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  2. Wet1

    Wet1 Minister of Fire

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    Thank you for posting this... and including Steve's cell number. :)
  3. requin

    requin Member

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    Loc:
    Montague, MA
    If I wanted to contact the AG, I live in MA, so which AG should I go to? MA or CT?

    NEPLLC are supposed to have a guy in Chicopee, MA (Rick) which is why I was told my town was ok to deliver to. But I don't think that counts if you have to go with the AG for the state the co. is in. I know nothing about this, any help is appreciated.

    Yesterday I called NE Pellet in Jaffrey and spoke with someone named Woody who was very nice. I told him my plight and I said there were many others in a similar situation, with this dealer. He really couldn't offer much in the way of help. But he was aware of the situation with LLC, and how they don't answer the phone etc. He did say that the Warm Front brand of pellets (which Rick and Steve said are their "own brand" of NE Pellets) are made in the NY plant which is having mechanical difficulties....

    He went on to say how they are going to build more plants etc...which is all fine but doesn't help those of us needing pellets right now.

    He did say he would speak to the customer service rep (who I'm supposed to email) and "look into my situation". We shall see if this helps at all.

    Meanwhile I will continue to pester LLC directly.
  4. requin

    requin Member

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    Loc:
    Montague, MA
    I just tried Steve's cell phone number. It immediately went to the same vm message as the other numbers.

    This is getting really ****ing annoying.
  5. DiggerJim

    DiggerJim Feeling the Heat

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    Northcentral Connecticut
    If you have anything that proves they agreed to deliver to you in MA (email, invoice, bill of sale, etc.) then contact both. If you have it in fact, it gets much worse for them as they're now engaged in interstate commerce which is additionally regulated by the feds. If you don't have proof of agreement to deliver to MA, then you're probably out of luck with the MA AG but the CT AG is still okay to contact.
  6. JustWood

    JustWood Minister of Fire

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    I believe the problem is with pellet manufacturers not being able to get raw product . The dealers are just stalling till they get product. A look see in NE pellets warehouse wood tell the story. Raw product supplies will tighten further in the next 30-60 days due to wet weather, hunting season, and holiday shut downs. If it were me in this position I wood be pushing hard to get my supply after all you guys prepaid for it.
  7. requin

    requin Member

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    Loc:
    Montague, MA
    Hit the jackpot today re: communication. Got a call back from Rick in Chicopee. Turns out he and Steve aren't working together anymore. (gee I wonder why). Which concerned me because he's the one who's closer to my area so I thought when will I get my pellets now?? He said I have to talk to Steve.

    I tried a number of times at the various CT numbers. Finally I reached Steve at his cell phone. Yes folks he answered the phone and was even pleasant. Turns out they've been delivering in my area a few times a week. He said they want to get the further-out ones taken care of before the weather gets bad. (of course, ALL pellet shipments should be at the buyers' home before the weather gets bad, but we know all about that mess). ...So for once being on the outskirts might be a good thing. He said he'd have my order pulled and wanted me to call him back later.

    Meanwhile my cell phone rings and it was Janet calling back. They never call back, so I was surprised and pleased. I told her I was just talking to Steve and he said to pull my order. She said it was already on the counter marked urgent. (!!!! surprise). Anyway, I don't know if it was on the counter that gets things done or the counter that no one looks at..but it's there....and since he said he's shipping in my area a few times a week...maybe I'll get my pellets soon. Here's hoping.

    One thing though--I was told when I ordered that they could put the pallets of pellets inside my garage but now she said they're just going to be put on the driveway. Which means I shall bodily have to haul 3 tons of pellets into the garage...sigh. They surely better have the plastic shrouds on them, cuz that ain't happening all in one day.
  8. Ductape

    Ductape Member

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    Loc:
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    All of you folks who paid for your pellets months ago and can't seem to get a simple returned phone call are WAAAAAAAAAY more patient than I. If it were me, i'd hop in my truck and pay this Steve guy a visit. Even it if were three states away.
  9. DiggerJim

    DiggerJim Feeling the Heat

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    We'll cross our fingers for you but no way I'd be holding my breath. You've been able to extract another story from the guys. Who knows if it's a true story this time or if there's yet another story coming. Maybe "urgent" means "before I get my butt sued" or maybe it means "give the guy another line to get him off my back" or "let's actually deliver this stuff". Hang in there, but don't stop looking for alternatives.
  10. Lorilooo

    Lorilooo Member

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    requin...our 1 ton was enclosed in a heavy plastic bag of sorts, then shrink wrapped on a pallet. Very well secured from weather. You could put a tarp over them and they would stay nice and dry until you're ready to haul 'em into the garage. :)

    Nice to hear some noise from them anyway. Possibly still hope for us folks?
  11. requin

    requin Member

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    Loc:
    Montague, MA
    Jim, you very well may be right, but quite frankly at this point, a bit of optimism is rather nice.

    Of course I will be in constant contact until those pellets are on my driveway.
  12. GViz

    GViz Member

    Joined:
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    Loc:
    Northern NJ
    Just to weigh in, I ordered a full trailer load (22 tons) back in mid-May. Fortunately, they never charged my credit card (they actually misplaced the card info I found out later, which is not comforting). Same story though, never got the paperwork in the mail, most of the time couldn't reach a live person. Whenever I did,
    it was the same run around you've all experienced. At one point during a live call, Janet was very rude and said if people don't like it they can cancel their
    order. Endless promises of delivery dates that came and went with no delivery. My "co-op" partners decided to opt out in September and when I NEWP a phone message cancelling my order (and an email message), I respectively asked them to please call me to confirm they received the message (dumb me, thinking that if they didn't I'd wind up with a surprise - a trailer load the next day that I didn't need). Of course, I never heard from them.

    The promise of a good price on fuel was not worth nearly 5 months of frustration and aggravation. I paid $20 more a ton from Tractor Supply, and you know what, I'm happy. A lot of this could have been alleviated with clear, honest communications, returned phone calls, and an honest explanation of what was and wasn't going on and what they would and would not be able to fulfill, and by what date.

    Viz
  13. requin

    requin Member

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    Loc:
    Montague, MA
    I absolutely wish I had bought my pellets elsewhere for somewhat more money, because I agree with you Viz that the aggravation and not having pellets when needed is not worth the money saved. But now in October, of course, pellets are way too overpriced (and hard to find) to easily cancel orders with these guys and start over. Hence so many of us are still fighting this battle.

    It's likely Steve isn't going to have a business next year, or much of one if he does. Of all the posts on this forum I've read, no one has been extremely happy with them. Some ppl did get their pellets in a reasonable time but even they don't seem too thrilled with how it all went down.

    I am going to continue to bother them ad nauseum until I get my pellets. If I start getting the phoney delivery-date treatment, I'll be taking the next steps (BBB, etc). I'm not giving up until I get my pellets. I do, however, try to be nice when I talk to any of them, because being a b**ch isn't going to help my cause, and they probably get enough of that.
    Fact is, SOME of this is out of their control. Again, I'm not making excuses for them, but some of it is.
  14. webbie

    webbie Seasoned Moderator Staff Member

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    Western Mass.
    I know folks will deny this, but the "thrill of the quest" is often at work here. Folks like spending $10 to save $5 if it provides enough entertainment......at least for a while. I see no reason to deal with business that are not 100% professional...no excuses, nothing beyond their control, etc.

    Life is just too short. Go to TSC or call Pelletsales.com or deal another way. Or burn oil.
  15. Panhandler

    Panhandler Minister of Fire

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    I would still contact the BBB and AG. We all like optimism and calls, but the fact is they still broke a contract and it's still getting cold.
  16. GViz

    GViz Member

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    Loc:
    Northern NJ
    I don't disagree with you as far as the "thrill" of the chase. Pellets at $205/ton plus $90 "for the driver" was way too tempting to pass up. I'm just glad one of the gents who was on our "co-op" clued me in to the Tractor Supply special (for TSC card holders I think) that kept the price spread within reason.

    Requin, if you have the storage space (and the cash of course), why not get whatever pellets you can find for this season somewhere else, then, if and when NEPLLC does come through, you've got another seasons worth of pellets at a good price ?

    Viz
  17. requin

    requin Member

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    Not in my case, sorry, no. I hate this with a passion. I am a single woman and I don't have a truck so I can't go off and haul my own pellets. Last I checked pelletsales.com didn't deliver in my area. There are few pellet suppliers in my area as it is and many don't have anymore left in stock.

    And let's not forget the one big factor here--at this point in the year pellet prices are ridiculous especially due to this year's shortage etc. After spending $600 on 3 tons I am not about to pay over $600 for 2 tons IF I can manage to get my 3 tons by making phone calls. To me, the stupid thing here would be to give up and go spend way too much money buying pellets at this time of the year while the dealers pocket the difference.

    Nope, I hate this, I just want to settle back and know I have fuel for the winter, I hate HATE HATE confrontations and arguements and being a pain in the ass, but unfortunately I simply don't feel its worth it to give up at this point.

    Some people don't have the money to spend $350 a ton on pellets just because its late in the year and dealers can get away with it.
  18. Wet1

    Wet1 Minister of Fire

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    I'm right there with you at this point. Getting them elsewhere is not much of an option as far as I'm concerned. I don't know of anyone that actually has them available and if you can find some, they want crazy money for them at this point.

    I currently have no other form of heat in my house other than pellets. I decided to convert to NG this summer... well the boilers I ordered in July just (finally) came in and now I'm going to be working on the weekends to get them installed. So right now my only source of heat is pellets until I get the central heating system back up and running. Even then, I have to wait for the building inspector to okay everything and then the gas company to come out and hang the meters... this could be weeks before I have central heat again. I have wood (although almost all green) and three bags of coal, but I have the stove sitting out in the garage being refinished and the flue absolutely has to be relined before the stove goes back in as it's not at all safe as it stands. Obviously getting the boilers installed is going to take priority, so I may not even have the wood/coal stove back in place before winter. So right now I'm in a really bad position and need these pellets soon.
  19. requin

    requin Member

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    Wet1 what's the latest you've heard from them? Keep bugging them.
  20. requin

    requin Member

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    Called Steve back as requested. He said they will deliver this week--I'll find them in my driveway. (that seems to be about the best they'll do on delivery time...whatever). There's another person supposedly getting delivery in my area this week too. (Not sure if that will help my causes any...)

    I'm not holding my breath..but if they don't come this week, guess who they'll be getting calls from again!

    Oh, and Webmaster....I looked it up. pelletsales.com does deliver to my area...for $40 PER TON. So it would be about $350 ton.

    I'll keep up this fight to save $150/ton, yes I will.
  21. profitone

    profitone Member

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    Loc:
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    I ordered 3 tons from new england pellet LLC in late July--- I was mailed the receipt within a month- I received a phone call in sept to expect an oct 16 delivery-- They delivered one ton on oct 15th with a note that there were demand issues at the manufacturer..
  22. paulslush

    paulslush New Member

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    Well I started this thread and I have been sitting back taking it all in. Now I have some news so I will chime in. I ordered back in July on their website, but there was a problem and the order went through twice. I could not get any communication from them. After many messages on the phone I e-mailed them through their website. As frustrated as I was I felt a polite sympathetic message would be most effective and within a couple of days I did receive a call and arranged to pick up one of my orders. I was told I would be refunded for the second one. At this point they had stalled so long I knew it was to late to Paypal it back so I went and got my 4 tons and asked about the refund. Now they would have to check and get back to me because they took care of that when I arranged for pickup, again I knew it was to late for Paypal. Like all of you I kept leaving messages and no response, so back to e-mail. Sunday night I sent off an e-mail again being sympathetic to the crazy year but demanding my refund by this Friday. Oh ya I did mention the Dept of Consumer Protection, BBB and my attorney. Today I received my check dated Monday 20Th so it looks like my e-mail worked. In closing I never thought that they were out to screw me, just that they were in way over their head. At some point I would think they would stop taking orders. I have a feeling next year wont be so busy for them, I can't imagine any one would want to go through this twice. Good Luck to all of you I hope this gives you some comfort relative to their integrity.
  23. webbie

    webbie Seasoned Moderator Staff Member

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    As someone else suggested, I think you folks are all too nice. When someone takes your money and keeps it, the "intent" is not what is important, it is the performance (or lack thereof). Heck, we've all been screwed so kindly by Wall Street and many others....does it really feel any better than getting taken by an "official" crook?

    Based on the experiences related here, I can give New England Pellet the Hearth.com "thumbs down" - adding them to a rather small and exclusive club....maybe 3 current club members.
  24. paulslush

    paulslush New Member

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    I agree with the THUMBS DOWN I was just being nice to get my order and refund and it did work. I deal with customers and I am much more receptive to someone being calm than one yelling and screaming.
  25. johnchap

    johnchap Member

    Joined:
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    It is too bad. He got in way over his head too soon. He should have stuck to a core customer base and slowly built up. the name itselfs seems to "challenge" the manufacturer but that is another story!
    My borther ordered 6 tons from this guy. He left a message last night after finding out the owner already charged him over 1500 on the credit card! I think me brother is tweeking mad and he becomes a bit relentless when this action occurs.
    Steve if you read this ...do the right thing!!
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