We received this message:Tell us why here...Submitted on 1/1/at 3:45pm from page "Contact Us": First Name: ***Last Name: ***Account #: [redacted] Email: [redacted] *** [redacted] ***Best Time to Call: 10AM--------------------------------------------------------: Services Requested: Propane DeliveryOther Services...: I requested a propane deliver on the morning of 01/01/Cancel that requestDo not deliver.--------------------------------------------------------: How did you hear about us?: Other References...: Please cancel any pending propane deliveries for this accountDo not deliverYou cancelled your delivery and we have not heard from you since we got this request We are in the midst of a record cold front We are working as hard as we can to take care of everyone based on when they call in Please call asap and get back on the list
The check was cashed on 6/6/and it looks like it was endorsed by [redacted] IF Ms [redacted] did not cash it; we need to know right away because there is some kind of fraud.We did have an account set up to track the equipment and take care of the removal That account has been closed with a zero balance There will not be any other bills from us.If Ms [redacted] did cash the check; I am not sure what else needs to be done; from our perspective the case is closed
I talked to our credit manager whom Mr [redacted] spoke to Mr [redacted] 's Balance from September was never paid He received the invoice the following month that did say that the balance was due by October 28, The statement was not correct He received a invoice the next day correctly stating that if the balance was not paid we would be disconnected on the 24th of October Our credit manager agreed that because there was confusion he had until the October 28th to pay his bill My understanding from the credit manager and the complaint from Mr [redacted] that he was not happy with arrangement I understand every attempt to make Mr [redacted] happy was not working I do understand when you are dealing with people's heat; it is serious We gave Mr [redacted] the day he called exactly what he asked for which was to have the bill due the latter day Mr [redacted] to this point had not paid anything He is on a metered system If he is not disconnected; will run up substatial bills His security deposit is not great enough to allow that happen I am afraid we are going to be unable to make him happy for he wants If he does not pay on the 28th of this month He will have been using gas for three months without paying With the existing policy our write off are substantial We did what he asked for in the complaint; we cannot do what he asked for on the phone call
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,
*** ***
This is the first time I have gotten an email on this issue. Please check your system to see why it was not send before. We always quickly respond to concerns.At this point the tank was removed weeks ago. While removing the tank; there was some damage done to the drive way.
It was very narrow; and was unavoidable.We are going to pay for the damage; the owners are getting estimates now. I am sure we are going to reach a global resolutions that will make them happy.At this point I do not know what those points are
Revdex.com
I am not sure who is handling complaints, maybe this person is new? This has been a two year process getting Poore's to remove a tank at thier costFirst the tank was removed two weeks agoSecond our driveway is a two car driveway, so needless to say it is not narrowNo preventative measures where taken to protect our driveway or yard from the heavy equipment usedI suggested I move my car and was told it wasn't neededAs of 6/an estimate was turned in and accepted and was told a check would be in the mail by 6/2.I was also told our "account" has been closed and have no clue what that means as we never had an account It still remains to be seen if we will receive a bill for a tank that was never ours.I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
We will be glad to remove your tank at no chargeWe will also being willing to swap equipment with a new supplier.I am sorry our we cant make you happy. We cannot give a tank worth for this issue.Tell us why here
The check was cashed on 6/6/2017 and it looks like it was endorsed by [redacted]. IF Ms. [redacted] did not cash it; we need to know right away because there is some kind of fraud.We did have an account set up to track the equipment and take care of the removal. That account has been closed with a zero balance. There will not be any other bills from us.If Ms. [redacted] did cash the check; I am not sure what else needs to be done; from our perspective the case is closed.
We received this message:Tell us why here...Submitted on 1/1/18 at 3:45pm from page "Contact Us": First Name: [redacted]Last Name: [redacted]Account #: [redacted]Email: [redacted]
[redacted]
[redacted]
[redacted]...
[redacted]
[redacted]
[redacted]Best Time to Call: 10AM--------------------------------------------------------: Services Requested: Propane DeliveryOther Services...: I requested a propane deliver on the morning of 01/01/2018. Cancel that request. Do not deliver.--------------------------------------------------------: How did you hear about us?: Other References...: Please cancel any pending propane deliveries for this account. Do not deliver. You cancelled your delivery and we have not heard from you since we got this request. We are in the midst of a record cold front. We are working as hard as we can to take care of everyone based on when they call in. Please call asap and get back on the list.
We reversed the charge. We do not agree with the descriptions of events; and believe the meter was locked. There had been no gas used in sixty days; they use it for hot water. There are pilot lights. With the gas off; a safety check needed to be done. ...
We are refunding the money to put the issue to bed but it was a correct charge.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Rebuttal - I completed the Contact Us Form that Poore’s includes in their response AFTER the customer service representative informed me they could not deliver the propane to me that day. I cancelled any delivery from them because they could NOT deliver it to me when I needed it, which was when I was completely out of propane on New Year’s Day. Prior to completing that cancellation form, on 1/1/2018, Poore’s dispatcher # 1 advised me (over the phone) that the only way we could get propane delivered immediately, would be to unhook the Poore’s tank from the connection at our house and have another company bring us an external propane tank and hook that up for us and provide the propane necessary for the heating.The Poore’s dispatcher was doubtful we would be able to do that, but that is exactly what we had to do in order to restore our heat in the record breaking freezing cold temperatures. Again, we only cancelled the requested propane delivery AFTER we spoke with the Poore’s manager on duty named, [redacted] and the Poore’s Dispatcher. The manager, [redacted], informed my husband and me and that there was no way that he would be able to deliver propane to us for another day or two, otherwise he would, “be running his trucks seven days per week”.[redacted] explained that we were a “will-call” customer and therefore not a priority customer for Poore’s. [redacted] said if he provided that level of service to all of his customers he would, “be running his trucks seven days per week”. [redacted], another Poore’s employee, later confirmed to me husband that will-call customers did not have delivery priority despite the advertising on the [redacted] website:"24-hour Emergency ServiceWe'll be there when you need us, at any time of day, to make sure you and your family don't suffer without heat. If your heating system has shut off and the temperature is below 40°F (or below 35°F after midnight), call us — at 2:00 in the morning, on Christmas Eve, in the middle of a blizzard — and we'll have a service technician to you as quickly as possible." The above quote is taken directly from the Poore’s website at [redacted]Poore’s website therefore engages in completely FALSE advertising, and as a customer with a credit balance with them, I only find out how falsely they advertise when I (and my family) are without heat on New Year’s Day, in record breaking cold temperatures, with my 83 year-old father in a freezing cold house with a serious heart condition.As such, we want the ability to be able to get our propane from any company of our choosing - especially in cases of an emergency. The resolution I am seeking is for Poore’s to immediately release ownership of the propane tank in our yard, free of charge, as compensation, so that we can achieve this flexibility and resolution. Thank you for working with us on this very serious [redacted]er. [redacted]
I talked to our credit manager whom Mr. [redacted] spoke to. Mr. [redacted]'s Balance from September was never paid. He received the invoice the following month that did say that the balance was due by October 28, 2015. The statement was not...
correct. He received a invoice the next day correctly stating that if the balance was not paid we would be disconnected on the 24th of October. Our credit manager agreed that because there was confusion he had until the October 28th to pay his bill. My understanding from the credit manager and the complaint from Mr. [redacted] that he was not happy with arrangement. I understand every attempt to make Mr. [redacted] happy was not working. I do understand when you are dealing with people's heat; it is serious. We gave Mr. [redacted] the day he called exactly what he asked for which was to have the bill due the latter day. Mr. [redacted] to this point had not paid anything. He is on a metered system. If he is not disconnected; will run up substatial bills. His security deposit is not great enough to allow that happen. I am afraid we are going to be unable to make him happy for he wants. If he does not pay on the 28th of this month. He will have been using gas for three months without paying.
With the existing policy our write off are substantial. We did what he asked for in the complaint; we cannot do what he asked for on the phone call.
We received this message:Tell us why here...Submitted on 1/1/at 3:45pm from page "Contact Us": First Name: ***Last Name: ***Account #: [redacted] Email: [redacted] *** [redacted] ***Best Time to Call: 10AM--------------------------------------------------------: Services Requested: Propane DeliveryOther Services...: I requested a propane deliver on the morning of 01/01/Cancel that requestDo not deliver.--------------------------------------------------------: How did you hear about us?: Other References...: Please cancel any pending propane deliveries for this accountDo not deliverYou cancelled your delivery and we have not heard from you since we got this request We are in the midst of a record cold front We are working as hard as we can to take care of everyone based on when they call in Please call asap and get back on the list
The check was cashed on 6/6/and it looks like it was endorsed by [redacted] IF Ms [redacted] did not cash it; we need to know right away because there is some kind of fraud.We did have an account set up to track the equipment and take care of the removal That account has been closed with a zero balance There will not be any other bills from us.If Ms [redacted] did cash the check; I am not sure what else needs to be done; from our perspective the case is closed
I talked to our credit manager whom Mr [redacted] spoke to Mr [redacted] 's Balance from September was never paid He received the invoice the following month that did say that the balance was due by October 28, The statement was not correct He received a invoice the next day correctly stating that if the balance was not paid we would be disconnected on the 24th of October Our credit manager agreed that because there was confusion he had until the October 28th to pay his bill My understanding from the credit manager and the complaint from Mr [redacted] that he was not happy with arrangement I understand every attempt to make Mr [redacted] happy was not working I do understand when you are dealing with people's heat; it is serious We gave Mr [redacted] the day he called exactly what he asked for which was to have the bill due the latter day Mr [redacted] to this point had not paid anything He is on a metered system If he is not disconnected; will run up substatial bills His security deposit is not great enough to allow that happen I am afraid we are going to be unable to make him happy for he wants If he does not pay on the 28th of this month He will have been using gas for three months without paying With the existing policy our write off are substantial We did what he asked for in the complaint; we cannot do what he asked for on the phone call
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,
*** ***
This is the first time I have gotten an email on this issue. Please check your system to see why it was not send before. We always quickly respond to concerns.At this point the tank was removed weeks ago. While removing the tank; there was some damage done to the drive way.
It was very narrow; and was unavoidable.We are going to pay for the damage; the owners are getting estimates now. I am sure we are going to reach a global resolutions that will make them happy.At this point I do not know what those points are
Revdex.com
I am not sure who is handling complaints, maybe this person is new? This has been a two year process getting Poore's to remove a tank at thier costFirst the tank was removed two weeks agoSecond our driveway is a two car driveway, so needless to say it is not narrowNo preventative measures where taken to protect our driveway or yard from the heavy equipment usedI suggested I move my car and was told it wasn't neededAs of 6/an estimate was turned in and accepted and was told a check would be in the mail by 6/2.I was also told our "account" has been closed and have no clue what that means as we never had an account It still remains to be seen if we will receive a bill for a tank that was never ours.I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
We will be glad to remove your tank at no chargeWe will also being willing to swap equipment with a new supplier.I am sorry our we cant make you happy. We cannot give a tank worth for this issue.Tell us why here
The check was cashed on 6/6/2017 and it looks like it was endorsed by [redacted]. IF Ms. [redacted] did not cash it; we need to know right away because there is some kind of fraud.We did have an account set up to track the equipment and take care of the removal. That account has been closed with a zero balance. There will not be any other bills from us.If Ms. [redacted] did cash the check; I am not sure what else needs to be done; from our perspective the case is closed.
We received this message:Tell us why here...Submitted on 1/1/18 at 3:45pm from page "Contact Us": First Name: [redacted]Last Name: [redacted]Account #: [redacted]Email: [redacted]
[redacted]
[redacted]
[redacted]...
[redacted]
[redacted]
[redacted]Best Time to Call: 10AM--------------------------------------------------------: Services Requested: Propane DeliveryOther Services...: I requested a propane deliver on the morning of 01/01/2018. Cancel that request. Do not deliver.--------------------------------------------------------: How did you hear about us?: Other References...: Please cancel any pending propane deliveries for this account. Do not deliver. You cancelled your delivery and we have not heard from you since we got this request. We are in the midst of a record cold front. We are working as hard as we can to take care of everyone based on when they call in. Please call asap and get back on the list.
We reversed the charge. We do not agree with the descriptions of events; and believe the meter was locked. There had been no gas used in sixty days; they use it for hot water. There are pilot lights. With the gas off; a safety check needed to be done. ...
We are refunding the money to put the issue to bed but it was a correct charge.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Rebuttal - I completed the Contact Us Form that Poore’s includes in their response AFTER the customer service representative informed me they could not deliver the propane to me that day. I cancelled any delivery from them because they could NOT deliver it to me when I needed it, which was when I was completely out of propane on New Year’s Day. Prior to completing that cancellation form, on 1/1/2018, Poore’s dispatcher # 1 advised me (over the phone) that the only way we could get propane delivered immediately, would be to unhook the Poore’s tank from the connection at our house and have another company bring us an external propane tank and hook that up for us and provide the propane necessary for the heating.The Poore’s dispatcher was doubtful we would be able to do that, but that is exactly what we had to do in order to restore our heat in the record breaking freezing cold temperatures. Again, we only cancelled the requested propane delivery AFTER we spoke with the Poore’s manager on duty named, [redacted] and the Poore’s Dispatcher. The manager, [redacted], informed my husband and me and that there was no way that he would be able to deliver propane to us for another day or two, otherwise he would, “be running his trucks seven days per week”.[redacted] explained that we were a “will-call” customer and therefore not a priority customer for Poore’s. [redacted] said if he provided that level of service to all of his customers he would, “be running his trucks seven days per week”. [redacted], another Poore’s employee, later confirmed to me husband that will-call customers did not have delivery priority despite the advertising on the [redacted] website:"24-hour Emergency ServiceWe'll be there when you need us, at any time of day, to make sure you and your family don't suffer without heat. If your heating system has shut off and the temperature is below 40°F (or below 35°F after midnight), call us — at 2:00 in the morning, on Christmas Eve, in the middle of a blizzard — and we'll have a service technician to you as quickly as possible." The above quote is taken directly from the Poore’s website at [redacted]Poore’s website therefore engages in completely FALSE advertising, and as a customer with a credit balance with them, I only find out how falsely they advertise when I (and my family) are without heat on New Year’s Day, in record breaking cold temperatures, with my 83 year-old father in a freezing cold house with a serious heart condition.As such, we want the ability to be able to get our propane from any company of our choosing - especially in cases of an emergency. The resolution I am seeking is for Poore’s to immediately release ownership of the propane tank in our yard, free of charge, as compensation, so that we can achieve this flexibility and resolution. Thank you for working with us on this very serious [redacted]er. [redacted]
I talked to our credit manager whom Mr. [redacted] spoke to. Mr. [redacted]'s Balance from September was never paid. He received the invoice the following month that did say that the balance was due by October 28, 2015. The statement was not...
correct. He received a invoice the next day correctly stating that if the balance was not paid we would be disconnected on the 24th of October. Our credit manager agreed that because there was confusion he had until the October 28th to pay his bill. My understanding from the credit manager and the complaint from Mr. [redacted] that he was not happy with arrangement. I understand every attempt to make Mr. [redacted] happy was not working. I do understand when you are dealing with people's heat; it is serious. We gave Mr. [redacted] the day he called exactly what he asked for which was to have the bill due the latter day. Mr. [redacted] to this point had not paid anything. He is on a metered system. If he is not disconnected; will run up substatial bills. His security deposit is not great enough to allow that happen. I am afraid we are going to be unable to make him happy for he wants. If he does not pay on the 28th of this month. He will have been using gas for three months without paying.
With the existing policy our write off are substantial. We did what he asked for in the complaint; we cannot do what he asked for on the phone call.