Agfinity, Inc.

Attached is a copy of the rental contract agreement which Mr*** signed to lease the propane tankIt states the rent on the propane tank is due in advance and that we have the right to keep the rental money if the contract is terminated.
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In response to the above complaint, the consumer had two accounts with our company, one in which they would be sent a statement the other in which we would bill their credit card for deliveries of propane which we providedUnfortunately we work with multiple accounting systems within our company,
along with many people involvedInadvertently the wrong customer account number was put on the delivery ticket by the propane driver and it was not caught within our officeTherefore the consumer’s propane delivery was placed on their account in which they would be sent a statementSystems have been put into place, including personnel changes in order to aid in catching these problems as they arise without undue hardship on the consumerAfter looking at the consumers account there have been two problems which have occurred on the account, one in December and other in MarchThere have multiple deliveries made in between with the consumer’s credit card being charged within seven days of the delivery
*** ***
Agfinity, Inc
Petroleum Controller
***@agfinityinc.com
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Fax - ###-###-####

To Whom It May Concern: Agfinity, Incis very committed to customer service and customer satisfactionWe are committed to providing quality products and services at competitive ratesWe take all customer complaints seriously and do our best to resolve problems when they
occurIt is unfortunate that Mrs*** was not satisfied with our attempts to resolve her concerns which are detailed below. Mrs*** leased a gallon propane tank from Agfinity, Incin October of Our fiscal year begins in July and our asset lease agreements correspond with our fiscal yearLeases begin in July and are good for one year, or any portion thereof according to our lease agreement (see attached) When we first set a tank for Mrs*** we prorated the first year's tank rent to reflect the October set date.On September 20th, Mrs*** called in and got one of our customer service representatives, she requested that we pick up the gallon propane tank and set a gallon tankOur representative checked her prior years usage and saw that the customer used less than gallons a year for the past yearsOur representative explained to the customer that her usage did not warrant a gallon tankMrs*** continued to express her desire to have a gallon tank so our representative explained to her that we were low on gallon tanks in our inventory but we would be happy to set another gallon tank for her and plumb them togetherThat resolution was not sufficient for Mrs***, she then became irate and hung up on our representativeLater the same day Mrs*** called back and got another customer service representativeThe same request was made and our response was the same, she was offered another gallon tank but refusedOne week later Mrs*** called back in and got a third customer service representative and told us that she wanted her tank picked up and that she wanted her tank rent refundedOur customer service representative told her that we could not refund tank rent according to our tank lease agreement and company policyOur representative did however offer to waive the $tank pickup fee which we did(see invoice attached).
It is our opinion that this issue was resolved at the time of tank piand we do not believe we owe Mrs*** any further refund. Professionally, Steve C*** Director of Energy Agfinity, Inc

Complaint: [redacted]
I am rejecting this response because:This response is absolutely false.  Firstly, I NEVER hung up on any of Agfinity's representatives.  Secondly, they NEVER offered to put two 500 gallon tanks together (which I would have rejected anyway).  And thirdly, they NEVER told me there was a $70 tank pick up fee and that it would be waived.  I would suggest anyone contemplating doing business with this company, think twice about it.Regards,
[redacted]

To Whom It May Concern: Agfinity, Inc. is very committed to customer service and customer satisfaction. We are committed to providing quality products and services at competitive rates. We take all customer complaints seriously and do our best to resolve problems when they occur. It is...

unfortunate that Mrs. [redacted] was not satisfied with our attempts to resolve her concerns which are detailed below. Mrs. [redacted] leased a 500 gallon propane tank from Agfinity, Inc. in October of 2014. Our fiscal year begins in July and our asset lease agreements correspond with our fiscal year. Leases begin in July and are good for one year, or any portion thereof according to our lease agreement (see attached) When we first set a tank for Mrs. [redacted] we prorated the first year's tank rent to reflect the October set date.On September 20th, 2016 Mrs. [redacted] called in and got one of our customer service representatives, she requested that we pick up the 500 gallon propane tank and set a 1000 gallon tank. Our representative checked her prior years usage and saw that the customer used less than 350 gallons a year for the past 3 years. Our representative explained to the customer that her usage did not warrant a 1000 gallon tank. Mrs. [redacted] continued to express her desire to have a 1000 gallon tank so our representative explained to her that we were low on 1000 gallon tanks in our inventory but we would be happy to set another 500 gallon tank for her and plumb them together. That resolution was not sufficient for Mrs. [redacted], she then became irate and hung up on our representative. Later the same day Mrs. [redacted] called back and got another customer service representative. The same request was made and our response was the same, she was offered another 500 gallon tank but refused. One week later Mrs. [redacted] called back in and got a third customer service  representative and told us that she wanted her tank picked up and that she wanted her tank rent refunded. Our customer service representative told her that we could not refund tank rent according to our tank lease agreement and company policy. Our representative did however offer to waive the $70 tank pickup fee which we did. (see invoice attached). It is our opinion that this issue was resolved at the time of tank pick-up and we do not believe we owe Mrs. [redacted] any further refund. Professionally, Steve C[redacted] Director of Energy Agfinity, Inc.

Complaint: [redacted]
I am rejecting this response because:
I also paid a $60.00 a year tank rental fee. Since I only used the tank for 5 months, where's my remaining 7 month's refund???
That's another $35.00 they owe me.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards.

[redacted]How can you guys close my complaint without asking me whether or not Iagree???How can you not consult with me.All the terms of the complaint were not met.Reference complaint #[redacted]This can NOT be closed.The company did NOT provide me with all the proper documentation -1. They were supposed to provide me with a copy of the propane receipt.(Propane pumped out of the tank)2. They still did not explain why it took over a year to get my refund.3. The lease agreement signed by me, did not meet their terms - they stillowe me $35.00 for tank rental.How do I re-open this complaint?
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
In responding to this complaint the company investigated and found that we did pick up the propane...

tank and had not refunded the customer. A credit and refund was issued to the customer for the amount of propane which was picked up from his residence at [redacted], Lyons, CO.
 
 
[redacted]
Agfinity, Inc.
Petroleum Controller
[email protected]
[redacted]
Fax - [redacted]

Complaint: [redacted]
I am rejecting this response because:
This response is absolutely false.  Firstly, I NEVER hung up on any of Agfinity's representatives.  Secondly, they NEVER offered to put two 500 gallon tanks together (which I would have rejected anyway).  And thirdly, they NEVER told me there was a $70 tank pick up fee and that it would be waived.  I would suggest anyone contemplating doing business with this company, think twice about it.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
There is NO contract that says if I terminate my service, they get to keep the tank rental money. No other propane companies do this.
I never signed such a contract when I had [redacted] propane.
What kind of BS is this?
You are in violation of the rental contact.
You guys fought me for over a year when I tried to get my propane refund. You kept my money for over a year!  Your office even denied that I ever had an account with [redacted]! That borders on theft.
If I was delinquent on my bill, you would have charged me 30% interest! Yet I got no interest back from you.
What kind of corrupt consumer business are you running? Is "Screw the consumer" your motto?
I will be filing complaints with the Colorado Oil and Gas division, Channel 4 news, and social media.
I will let all other customers of yours know what a corrupt company you are!
Regards,
[redacted]