Aero Energy

We very much appreciate [redacted] ’s propane business and are sympathetic to her concerns regarding the annual tank rental fee for the Aero propane tank Being a senior citizen on fixed income is certainly a challenge, and Aero’s rental invoice just added to that challenge for *** [redacted] .We are also very appreciative of [redacted] ’s military service Aero’s 100% American Fuel program started after visiting a wounded soldier in the [redacted] military hospital during the Iraq War Aero is the only company in its market that sells certified 100% American Fuels – in other words, no fuels from the war-torn middle east from countries that sponsor terrorism100% American fuel costs us a little more, but we are committed to it[redacted] referenced principle and ethics concerns in her complaint Aero has the right, as do all propane companies, to charge fees as we see fit to run our business We are an employee -owned company and have a responsibility to our employees to be profitable As inconvenient as this rental charge me be to [redacted] , it doesn’t constitute price gauging or unethical behavior It is a common industry practice to charge tank rent for the use of company-owned tanks when the customer’s propane usage is low [redacted] ’s usage is low, and so we charge a relatively small annual rental fee for the use and maintenance of our tank [redacted] wasn’t charged tank rent in previous years, which was an oversight on Aero’s part, but we are not billing [redacted] for any past years’ rent We value [redacted] ’s business, and understand that she is free to choose another supplier at any time I will waive the rental charge for this year, but not next If [redacted] would choose to leave Aero I would then also waive the tank removal fee

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

I have read and understand the [redacted] ' complaint I also understand how the change in fuel price and subsequent additional billing would be confusing to [redacted] , and I certainly regret this misunderstanding [redacted] had been an Aero employee and as an employee, was able to purchase propane at a lower, employee price The December delivery to the [redacted] was priced incorrectly at the lower employee price ( [redacted] was no longer an employee), and so this pricing was adjusted/corrected by our computer system in the office Under these circumstances I would agree to reverse the additional charges This morning, independent from this Revdex.com complaint, [redacted] called and spoke to an Aero representative Based on that discussion, the additional cost of propane and finance charges has already been credited (removed) from the [redacted] ' Aero account Hopefully, this has satisfactorily resolved [redacted] 's complaint

This complaint was resolved on 3/18/16: The fees in question were credited back to customer account and no further delivery fees will be charged to this account Not sure why Revdex.com complaint was filed after this date Perhaps our resolution was not communicated to the customer

We have been in written communication In our communication we've explained that we're very confident and insistent that the Aero tank located on her premises remains the legal property of Aero However, in an effort to bring this matter to a resolution, we have significantly discounted the price to for her to purchase Aero's propane tank

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meI will pay what was billed and consider the complete termination of all accounts fair enough Regards, [redacted]

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

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** ***

We already were in contact with *** ***, prior to receiving this complaint We agree with *** *** and therefore Aero has credited his account balance in full for fuel delivery, and apologized for our error. Thank You,Jim S*CFO, Aero Energy

Tell us why here..This cust was upset over being charged a tank rental feeHas not taken a delivery since He is now purchasing his tankWe offered him to pay within days he has paid for half of it and owes the balanceThis was resolved on 4-with him

[A default letter is
provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*** ***

Customer does not own the above-ground 100 gallon propane tank which remains the legal property of Aero Energy.  Purchase of a home does not convey ownership of a propane tank which is not a legal fixture of the home.   Removing our tank has been complicated by this customer building a...

deck around the Aero tank (without our knowledge or approval), which will make it necessary for customer to purchase the tank since Aero can no longer readily access it's tank without damaging the deck.  We are in the process of contacting customer about her purchasing the tank from Aero.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I did contact the [redacted]’s.   The discussion was amicable and the [redacted]s agreed to purchase the Aero propane tank.   Aero has since received payment in full for the tank (on 9/14) and we’re mailing a proof of ownership letter today.   Let me know if you have any other questions. Thanks, Jim James *. S[redacted], Jr.CFO, Mid-Atlantic Cooperative Solutions, Inc.d/b/a Aero Energy

I have read and understand the [redacted]' complaint.   I also understand how the change in fuel price and subsequent additional billing would be confusing to [redacted], and I certainly regret this misunderstanding.    [redacted] had been an Aero employee and as an...

employee, was able to purchase propane at a lower, employee price.  The December delivery to the [redacted] was priced incorrectly at the lower employee price ([redacted] was no longer an employee), and so this pricing was adjusted/corrected by our computer system in the office.   Under these circumstances I  would agree to reverse the additional charges.   This morning, independent from this Revdex.com complaint, [redacted] called and spoke to an Aero representative.  Based on that discussion, the additional cost of propane and finance charges has already been credited (removed) from the [redacted]' Aero account.  Hopefully, this has satisfactorily resolved [redacted]'s complaint.

[redacted] is complaining that Aero Energy made a delivery to him after his fixed price contract had expired. [redacted] has been an Aero customer for several years and has always been an automatic delivery customer -- meaning that Aero automatically delivers fuel and doesn't...

wait for a call from the customer.  This auto delivery method is most efficient and effective for Aero and takes the worry out of calling for delivery.   [redacted] has also taken advantage of our fixed price program to lock in his price for fuel each of the past 3 years.  However, fixed price contracts are only price commitments and are not related to a customers status as automatic delivery.  The expiration of a fixed contract in no way affects [redacted] status of automatic delivery.  This would have been explained to [redacted] and is also include in italicized print in each fixed price contract that [redacted] signed electronically( online).  Contract copy is enclosed with highlights page 2 section #4, AUTOMATIC DELIVERY REQUIREMENTS.  "...Auto Delivery customers will remain on auto delivery indefinitely or until Aero is otherwise notified by the Customer."Since [redacted] didn't comply with this requirement, and never notified Aero, he therefore remained on auto delivery and Aero made a very small delivery, which actually costs Aero money since the cost of delivery far exceeds the small amount of money being billed.  Since [redacted] didn't comply with procedures he agreed to on the attached contract, we feel justified in billing for the gallons delivered.  [redacted] has now been taken off of auto delivery and therefore will not be delivered again.

We very much appreciate [redacted]’s propane business and are sympathetic to her concerns regarding the annual tank rental fee for the Aero propane tank.    Being a senior citizen on fixed income is certainly a challenge, and Aero’s rental invoice just added to that challenge for [redacted]...

[redacted].We are also very appreciative of [redacted]’s military service.  Aero’s 100% American Fuel program started after visiting a wounded soldier in the [redacted] military hospital during the Iraq War.   Aero is the only company in its market that sells certified 100% American Fuels – in other words, no fuels from the war-torn middle east from countries that sponsor terrorism. 100% American fuel costs us a little more, but we are committed to it.[redacted] referenced principle and ethics concerns in her complaint.  Aero has the right, as do all propane companies, to charge fees as we see fit to run our business.  We are an employee -owned company and have a responsibility to our employees to be profitable.   As inconvenient as this rental charge me be to [redacted], it doesn’t constitute price gauging or unethical behavior.  It is a common industry practice to charge tank rent for the use of company-owned tanks when the customer’s propane usage is low.   [redacted]’s usage is low, and so we charge a relatively small annual rental fee for the use and maintenance of our tank.  [redacted] wasn’t charged tank rent in previous years, which was an oversight on Aero’s part, but we are not billing [redacted] for any past years’ rent.    We value [redacted]’s business, and understand that she is free to choose another supplier at any time.   I will waive the rental charge for this year, but not next.  If [redacted] would choose to leave Aero I would then also waive the tank removal fee

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

We are sympathetic to the complainant’s concerns.  However we believe that we have acted appropriately, and understand that this disappoints the complainant.For background: the previous homeowner rented the home to our customer, the tenant.  The Aero propane tank was loaned to the tenant and not to the landlord (the previous homeowner).  Likewise, the tenant purchased the propane contained in the Aero tank (and not the landlord).   The new property owner (the complainant) has stated he purchased the home and therefore he owns the tank and the fuel inside.  We disagree.As a matter of law, loaned propane tanks set on the outside of property are not legal fixtures and therefore ownership is neither conveyed nor transferred due to a real property sale.  Therefore, the tank that was located at the property was and remained the legal property of Aero; and the fuel inside the tank was the property of our customer, the former tenant.   Therefore, when Aero removed the propane tank we properly charged our customer, the tenant, a tank removal fee and also credited them for any fuel recovered from the Aero tank.