Arizona Propane

if you schedule propane deliver don't expect it to be delivered on the day they say. this is the second time we have run our because they didn't show up the day they scheduled. When you call in to ask why they don't care that they didn't show, they just say "oh well, it will be there today". not even an apology. when you explain you have seniors living in your home they respond with "so sad, to bad".

In reference to the complaint for *** it is our fault for the response but in December we received a lot of these calls as it was colder than and everybody used a lot of propane when we go out to do a leak check we have to charge a service call to pay for our equipment and
labor to come out We strive on excellent service and do not take these complaints lightly

We have lived in a park model in a Senior Citizen Park since August of During this time we have been customers of Arizona Propane of TucsonWe are & years old
(1) The end of January we called Arizona Propane for two reasonsThey had not changed the regulator, which we had learned was the wrong size, on the tank rented from themWe also called for a partial fill of propane
They refused both requests saying that we had to pay for a new regulator, although they had installed the wrong sizeThey also said we had to pay for the delivery of a full tank of propane, although it was close to the end of the winter season
When we questioned their positions, we were told, "We are the only Company who delivers propane in you Park"In other words, we had no choice but to accept whatever they wanted to do! Fortunately, we had noticed another propane Company truck in the ParkWe told them that we were going to switch to another Company and wanted no more service from themAt t

I used Arizona Propane on August 18th 2016 to replace a broken regulator found in a home inspection for the sale of my home. The technician was wonderful and very helpful, he walked me through everything he did and confirmed it was all working before he left. 3 weeks later during the final walk through of the home for the sale, this equipment is not working properly. I called Arizona Propane this morning to ask them to come out and check the equipment that they fixed less than 1 month ago, they stated they would charge me a $150 fee to do this. This is ridiculous and the worst business practice I have seen. As this was replaced/fixed less than 1 month ago they should offer to come look at this without charge. I can understand if something else was broken or a different part needed repair that a charge could be justified, but this is the same regulator and part that was just replaced. The secretary answering the phone at the corporate office seems very young, inexperienced and has a terrible attitude when you call, and refuses to let you speak to a manager. I have been in contact with them 2 different times and been refused this request both times. I do not suggest doing business with this company - which is sad, because the technician really was outstanding and it's unfortunate he doesn't work for a more reputable company that stands by their work.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

I have read Arizona Propane most recent reply and I accept that they will ZERO out the balance due to their error.  I realize that the tank is their property and when I approach the need to refill I will consider their position to apply the "minimum" and not have this happen again.  I want to move forward with the understanding that they will not try to debit my checking account directly for their error and accept them honoring what they agreed to.  Let me know what else I need to do to just move forward.  Thank you very much in advance for all of your assistance, as I hope that future dealings will be as agreed.  Respectfully, [redacted]

Regards,

In reference to the complaint for [redacted] .  it is our fault for the response but in December we received a lot of these calls as it was colder than normal and everybody used a lot of propane .  when we go out to do a leak check we have to charge a service call to pay for our equipment and...

labor to come out.  We strive on excellent service and do not take these complaints lightly.

I spoke with my District Manager ([redacted]), who personally sent a letter to [redacted] and never received a response.  Upon looking at the situation, I believe it would be best to zero out the balance owed, on the remaining balance that was not paid $118.45 because of an error that was made.  The customer is allowed to use the remaining amount of propane in her tank from the last delivery that was made.  I will make sure that there is a note on the customer’s account, indicating that the driver is to put in the min amount, unless specified by the customer.  This will make sure that the driver does not put in more than the requested amount.  I will also notify the accounting department and make sure that they do not try and withdrawal any more money from the last transaction and to zero out her balance. 

 

As far as the minimum charge goes; the 5 gallon minimum was made for RV parks, who had 5 gallon or smaller tanks.  Because this has caused confusion, we have now ordered new tickets that do not indicate a 5 gallon minimum, however there will be a minimum charge, depending on the type of fill. 

 

Arizona Propane does own the tank and if the customer wishes to use another company, our tank cannot be filled by any other company by law.  If the customer wishes to use another propane company, we must pick out tank up.  If the customer chooses to stay with Arizona Propane as their supplier, there will be a minimum gallon charge, at market price. 

 

We apologize for the error and I will make sure it does not happen again.

 

Sincerely,

 

 

Vice President

ARIZONA PROPANE

Phone: ###-###-####

FAX: ###-###-####

Email: [redacted]

www.arizonapropane.com

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

After reviewing the complaint (# [redacted]) by [redacted], I’m very disappointed that one of my employees filled an out of date tank.  I...

have spoken with the manager who handled this situation and talked to him about customer service complaints.  I’m planning on having a full ‘Safety Meeting’ with all of my servicemen and truck drivers.  We will make sure to cover the issue pertaining to out of date tanks and that we will not fill any tanks out of date.  We had a safety meeting just a month and a half ago and it was stated at that meeting that we will not fill any out of date tanks.  I will do a internal investigation and find which driver filled these tanks and appropriate action will be taken on this matter.

 

As far as [redacted]’ complaint, we will set Mr. [redacted] two in date tanks.  These tanks will NOT be brand new, but they will be inspected and re-certified, which would be good for 5 years.  That’s standard practice for out of date tanks.  I will not charge Mr. [redacted] for the two re-certified tanks and normal price for this service is $50.00 per tank and we will also honor the coupon that was mailed to  him.  As far as the price per gallon, Mr. [redacted] will have to pay regular price for propane going forward.  The price on the coupon will be for one fill ONLY.

 

If this is acceptable, I will have my office set up a delivery of two re-certified tanks.  We will not set brand new tanks because the tanks that Mr. [redacted] currently has at his house are used tanks, however we will put new valves on the tanks that we will re-certify for him.

 

Thank you,

 

 

 

Vice President

ARIZONA PROPANE

 

[redacted]

[redacted]

[redacted]

I apologize for any undue stress this has caused In regards to invoice #[redacted] for 86.2 gallons, we can  remove from the tank 36.2 gallons of propane. We are sorry about any confusion...

over this, the 5 gallon minimum stamped on the ticket is for RV parks. We do have a 50 gallon residential minimum which would be $172.01. In the interest of good business we would just call it even at $150.00. The employee in question no longer works for us. Again I am sorry for any inconvenience this has placed you in and look forward to doing future business with  you [redacted]. Please call me direct @###-###-#### with a convenient time for me to meet you.                                                                 ...⇄                                         ...⇄                                         ...⇄                                                               ...⇄                                         ...⇄                                         ...⇄                                         ...⇄                              
[redacted]                                             ...⇄                                         ...⇄ /> DIVISION MANAGER                                    �...⇄                                         ...⇄                        

ARIZONA PROPANE TUCSON

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

"I do not accept their resolution"
         

Unfortunately, the reply does not address the fact your company tried to withdrawal from my checking account the full amount of $276.45 ([redacted] ###-###-####).  I asked [redacted] on the onset when your company made the mistake on December 4th, to remove the excess propane which she told me that they can’t do this and that [redacted] would call and make payment arrangements with me, which again was unacceptable I am on a very tight budget, as I did not make the mistake .
As I mentioned before I have already mailed a money order in the amount of $158.00 (#[redacted]), which I believe satisfies what I had originally requested.  I did not create this mess and now I am still having to negotiate.
As you stated the receipt left at my home ONLY indicates “5 Gallon Minimum Order” with no mention regarding RV Parks only.  Very misleading!

I just want peace of mind that Arizona Propane will not try to withdraw money from my checking account without promision and not having any faith with this company that they do not enter onto my property and remove propane.  This was not my mistake the error is completely on Arizona Propane.  [redacted]

Review: Ordered the minimum amount of propane on Nov 26 that was delivered on Dec 4th. They filled to capacity which I did not authorize and told them I could not afford. I talked to [redacted] there and she admitted their error and I told her my account only hade funds for 150.00. She was to have her accounting dept call me back. No call but their main company in Glendale tried to charge my checking account 276.45 on Dec 14. I have mailed a money order for payment in full to them.Desired Settlement: consider bill paid in full don't require paymemt on something that was not asked for. Also billing left indicated 5 gallon minimum order not 150.00.

Business

Response:

I apologize for any undue stress this has caused In regards to invoice #[redacted] for 86.2 gallons, we can remove from the tank 36.2 gallons of propane. We are sorry about any confusion over this, the 5 gallon minimum stamped on the ticket is for RV parks. We do have a 50 gallon residential minimum which would be $172.01. In the interest of good business we would just call it even at $150.00. The employee in question no longer works for us. Again I am sorry for any inconvenience this has placed you in and look forward to doing future business with you [redacted]. Please call me direct @###-###-#### with a convenient time for me to meet you.

Review: On December 1, 2014 Fountain Hills LP Gas Co. dba Arizona Propane delivered LP gas to my residence at a cost of $72.80. When the gas ran out unexpectedly in a very short time I called them and told them about it. I also told them I thought they didn't connect the tank correctly and that the gas leaked out. On January 6 they delivered another tank of gas, which I had to pay for AGAIN, plus they charged me a service call of $105 to check my lines, which they found did NOT have any leaks. I did not order a service check. I called them on Thursday, January 8 to talk to them about this. A manager was supposed to call me back. He never did. I called again on Monday, January 12. Same thing. He never called me back. On January 14 I emailed the general manager, [redacted], and asked for his help. No response.Desired Settlement: I want a refund of the $105 service call fee and the $72.80 for the first tank of gas since there obviously was something wrong with it.

Business

Response:

In reference to the complaint for [redacted] . it is our fault for the response but in December we received a lot of these calls as it was colder than normal and everybody used a lot of propane . when we go out to do a leak check we have to charge a service call to pay for our equipment and labor to come out. We strive on excellent service and do not take these complaints lightly.

Contacted AZ propane and explained where my 2 propane tanks were located. They agreed to fill them. When the driver arrived he refused to fill them based on location. They are located in a concrete vault in the ground 15 feet from our house. My husband pulled both 23 gallon tanks from the ground and relocated them for the driver. After the driver inspected the tanks he explained one of the tanks was expired. He proceeded to say he would fill the tank but don't tell anyone. He filled the expired tank and helped my husband put the tanks back in the ground. When I called to voice my concern about the experience I received the worst customer service and was told I had to be put on hold because the fire inspector was there. No idea if that was true or not but I ended up hanging up out of frustration after her voice was raised as well as mine.

Review: I have problems w/this company since I first called them. I am a new owner of this condo that has Propane Tanks for a spa. I found their name out by the tanks, so I called them and introduced myself expressing that I was a NEW customer and had now idea how the old owners were. I asked if there was a "New Home Owner's Special" they said no. So as the weather got colder and the spa could be used I called for the "Fall Tune Up Special" they said it would be WEEKS until they could do that. So I had AZ. Propane come and fill my tanks. The guy that did that was very helpful and nice. I thought my pool guy could do the "Tune Up" he said no. So my first delivery of Propane ran out. I called to get that scheduled and I also called not even 24 hour after the coupon ran out to see if I could get the "Tune Up Special" the girl on the phone said NO. I told her it was Thanksgiving Day and weekend and they were closed. So I called the first thing Monday after Thanksgiving. She said NO they would not honor the coupon. I schedule my propane tanks to be filled and after some trial and error they came on 12/9 and said the tanks had expired in March & April. I said then why did the other guy fill them the last time. I then asked to speak to the Manager, he did not introduce himself, I had to ask him for his name. He said I should feel lucky that I saved on my last propane refill since it is cheaper that getting the tanks replace. I said you did not think this was then a safety issue for me and my neighbors that the tanks were expired. He was not concerned so I told him I will take this to court and file this as an endangerment to me and my neighbors! He said he didn't know why the other Az. Propane Serviceaman filled the expired tanks in the first place. I stated that, that is not my issue and that this was a disregard to safety issues.Desired Settlement: I want them to apologize for the endangerment that this issue has caused to me and my neigbhors! I want a 50% Discount on the delivery on new Tanks, charge me regular price on the propane to fill those tanks and for them to honor the coupon, THEY SENT TO ME.

I think this is very fair!

Thank you,

Business

Response:

After reviewing the complaint (# [redacted]) by [redacted], I’m very disappointed that one of my employees filled an out of date tank. I have spoken with the manager who handled this situation and talked to him about customer service complaints. I’m planning on having a full ‘Safety Meeting’ with all of my servicemen and truck drivers. We will make sure to cover the issue pertaining to out of date tanks and that we will not fill any tanks out of date. We had a safety meeting just a month and a half ago and it was stated at that meeting that we will not fill any out of date tanks. I will do a internal investigation and find which driver filled these tanks and appropriate action will be taken on this matter.

As far as [redacted]’ complaint, we will set Mr. [redacted] two in date tanks. These tanks will NOT be brand new, but they will be inspected and re-certified, which would be good for 5 years. That’s standard practice for out of date tanks. I will not charge Mr. [redacted] for the two re-certified tanks and normal price for this service is $50.00 per tank and we will also honor the coupon that was mailed to him. As far as the price per gallon, Mr. [redacted] will have to pay regular price for propane going forward. The price on the coupon will be for one fill ONLY.

If this is acceptable, I will have my office set up a delivery of two re-certified tanks. We will not set brand new tanks because the tanks that Mr. [redacted] currently has at his house are used tanks, however we will put new valves on the tanks that we will re-certify for him.

Thank you,

Vice President

ARIZONA PROPANE

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,