Anderson Propane Service, Inc.

Hi Mr***,I am looking into this issue and will get back to you on Tuesday, December 27th I am deeply sorry for the trouble you have experienced with our company I assure you that we take your satisfaction with our services very seriously and we will find resolution right away
Thank you for your patience. Merry Christmas,Mark A***

Dear Ms***,We have received notification from the Better BusinessBureau concerning your account.First and foremost, we apologize for any inconvenience inthis matter. At the time of your February,21, 2015, phone call concerning this complaint, your account held anoutstanding, past due
balance of $and was consequently set to an “On Hold”status. In addition, your tank is set toa “Will Call” status, which indicates that the deliveries are initiated by yourrequests as opposed to an “Automatic” status in which we initiate deliveriesbased on your past usage and the weather conditions Our standard Will Call Policy requires business days’notice for Will Call requests; however, due to the cold temperatures weattempted to make a delivery to your tank the same day but the driver wasunable to due to snow and icy conditions. We do not question our drivers’ decisions concerning safety as they haveautonomy. It is also our policy tocharge a $Emergency Fee for Will Call requests that need immediateresolution. Both our Customer Service Representativeand Vice President of Operations made sure you understood you would be assessedthis fee and therefore, we delivered temporary tanks to ensure you had heat.On February 23, 2015, we picked up the temporary tanks and reconnectedyour lines to the main tank. In error,we charged you $for this service. This charge has since been reversed. In addition, we have credited your account for gallons of propaneremaining in the temporary tanks at your total home heat rate of $pergallon. This resulted in a credit of$to your account. Consideringthese corrections, you were charged an Emergency Fee of $and for gallonsof propane at a rate of $per gallon. In total, the emergent service cost $169.19.Safety of our customers and our employees is of utmostimportance to us and we feel that we responded to your request in a safe andcooperative manner. Please accept ourapology for the erroneous charge for the February 23rd service andthank you for your understanding. Sincerely,*** ***PresidentAnderson Propane Service, Inc

Hi Mr***,I am looking into this issue and will get back to you on Tuesday, December 27th I am deeply sorry for the trouble you have experienced with our company I assure you that we take your satisfaction with our services very seriously and we will find resolution right away
Thank you for your patience.Merry Christmas,Mark A***

Dear Ms. [redacted],We have received notification from the Better BusinessBureau concerning your account.First and foremost, we apologize for any inconvenience inthis matter.  At the time of your February,21, 2015, phone call concerning this complaint, your account...

held anoutstanding, past due balance of $921.32 and was consequently set to an “On Hold”status.  In addition, your tank is set toa “Will Call” status, which indicates that the deliveries are initiated by yourrequests as opposed to an “Automatic” status in which we initiate deliveriesbased on your past usage and the weather conditions.  Our standard Will Call Policy requires 5 business days’notice for Will Call requests; however, due to the cold temperatures weattempted to make a delivery to your tank the same day but the driver wasunable to due to snow and icy conditions. We do not question our drivers’ decisions concerning safety as they haveautonomy.  It is also our policy tocharge a $150 Emergency Fee for Will Call requests that need immediateresolution.  Both our Customer Service Representativeand Vice President of Operations made sure you understood you would be assessedthis fee and therefore, we delivered temporary tanks to ensure you had heat.On February 23, 2015, we picked up the temporary tanks and reconnectedyour lines to the main tank.  In error,we charged you $246.25 for this service. This charge has since been reversed. In addition, we have credited your account for 40 gallons of propaneremaining in the temporary tanks at your total home heat rate of $2.399 pergallon.  This resulted in a credit of$95.96 to your account.  Consideringthese corrections, you were charged an Emergency Fee of $150 and for 8 gallonsof propane at a rate of $2.399 per gallon. In total, the emergent service cost $169.19.Safety of our customers and our employees is of utmostimportance to us and we feel that we responded to your request in a safe andcooperative manner.  Please accept ourapology for the erroneous charge for the February 23rd service andthank you for your understanding.     Sincerely,[redacted]PresidentAnderson Propane Service, Inc.

Hi Mr. [redacted],
I am looking into this issue and will get back to you on Tuesday, December 27th.  I am deeply sorry for the trouble you have experienced with our company.  I assure you that we take your satisfaction with our services very seriously and we will find resolution right...

away.  Thank you for your patience. 
Merry Christmas,
Mark A[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Review: I ordered propane service for my gas fireplace in August 2013. I didn't turn on the pilot light or gas until mid-October. I had 91 gallons registered in my propane tank. I have used the fireplace approximately 5 times for an 1 or 2 each time, probably less than 10-15 hours total time usage. I now as of 11/13/13 approximately 40 gallons of fuel left in my tank. I spoke with the couple that lived in the house before I did and they were home nearly 100% of the time and they said they used the fireplace as their principal source of heat and they used around 120 gallons a season. Which is approximately a tank and a quarter. I rarely turn on my fireplace and even have the pilot light off to save energy. I called Anderson propane and they told me that the pilot light could burn 5-10 gallons a month even though I told them I only use the pilot light while the fireplace is on. My main concern is that when they installed the tank there must be an outside leak because of the amount of fuel that has already been used. I was speaking to the secretary and getting no help, she said she was going to pass me over to the manager and I waited and he never answered the phone. I am concerned for my safety as well as paying for leaking fuel. I paid Anderson 251.00 for fuel and they charged me 150.00 to deliver the tank of which I was sent a bill with not a single itemized charge just the 218. I have no problem paying them the installation fee, but if I have to be buying 250 dollars worth of fuel every month I cannot use this company any longer. I feel that they should fix the issue no charge. The folks I bought the house from said they never had had a problem.Desired Settlement: They should determine why their tank leaks and fill the tank bank up to a reasonable amount without charge. 60 gallons of fuel in less than 3 weeks only running for about 10-15 hours total. When I called the secretary she was making excuses why my fireplace is using so much because of the pilot light. Even after I told her I wasn't using the pilot light.

Business

Response:

This is the first time I have seen this complaint even though it says second notice. Regardless, I will get with my folks and find out what is going on.

Review: On February 21 I called in to make a payment and request delivery the receptionist took my payment of 100 $ & told me that she should be able to get a delivery out to me within the next few hours. She called me back about an hour later and said that the delivery truck could not make it into my driveway bc of the 1 inch of snow that we had , she also said he never tried he just said he couldnt. She then told me that they could have a truck deliver me small tanks to hold me over until they could come out but I would have to pay a 150 emergency fee. I argued the fee , her and another gentlemen argued with me about this and told me if I didn't pay it I would not receive propane delivery at that time even though I have 4 small children at home and it was below zero. I then paid 250 to them , 150 for the emergency fee they demanded and 100 to put towards the gas delivery I would receive after the tanks were removed . I also told them that I should not have to pay that 150 fee and I felt forced into it. I now have received an invoice from the company stating that they charged me 271.25 for emergency services and 246.25 to pick up the tanks from my residence 2 days later. That is 517.50 that they charged me just to bring out 2 loaner tanks for less than 48 hours all because they claimed the driver could not get in. My issue is that they were not going to charge me an emergency fee prior to the driver not being "able" to get the truck in my drive. So because of his refusal I had to pay over 500 that isn't even going towards my bill. It is just going into their pocket. I would like my 517.50 refunded to me.Desired Settlement: I would like the charges taken off of my bill and to be refunded the 271.25 they stated they charged me and I paid

Business

Response:

Dear Ms. [redacted],We have received notification from the Better BusinessBureau concerning your account.First and foremost, we apologize for any inconvenience inthis matter. At the time of your February,21, 2015, phone call concerning this complaint, your account held anoutstanding, past due balance of $921.32 and was consequently set to an “On Hold”status. In addition, your tank is set toa “Will Call” status, which indicates that the deliveries are initiated by yourrequests as opposed to an “Automatic” status in which we initiate deliveriesbased on your past usage and the weather conditions. Our standard Will Call Policy requires 5 business days’notice for Will Call requests; however, due to the cold temperatures weattempted to make a delivery to your tank the same day but the driver wasunable to due to snow and icy conditions. We do not question our drivers’ decisions concerning safety as they haveautonomy. It is also our policy tocharge a $150 Emergency Fee for Will Call requests that need immediateresolution. Both our Customer Service Representativeand Vice President of Operations made sure you understood you would be assessedthis fee and therefore, we delivered temporary tanks to ensure you had heat.On February 23, 2015, we picked up the temporary tanks and reconnectedyour lines to the main tank. In error,we charged you $246.25 for this service. This charge has since been reversed. In addition, we have credited your account for 40 gallons of propaneremaining in the temporary tanks at your total home heat rate of $2.399 pergallon. This resulted in a credit of$95.96 to your account. Consideringthese corrections, you were charged an Emergency Fee of $150 and for 8 gallonsof propane at a rate of $2.399 per gallon. In total, the emergent service cost $169.19.Safety of our customers and our employees is of utmostimportance to us and we feel that we responded to your request in a safe andcooperative manner. Please accept ourapology for the erroneous charge for the February 23rd service andthank you for your understanding. Sincerely,[redacted]PresidentAnderson Propane Service, Inc.