Anthem Propane Exchange

I sold my house, Anthem put a lock on my tank and said I would get a refund for the remaining 60%. This was all settled over a month before moving. I called Jan 3 to find where my refund is and they said that I would need to have them come get the tank to get the refund. I told them OK, get the tank. But Jan 5, they now said that they got a contract from the new people and its too late. They said that besides, if they came to take the tank I would have to pay for removal and hourly, leaving me with a bill instead of refund. Now they tell me that the 60% gas will be free to the buyers of my house. DO NOT TRUST these people. I have terminated propane with other companies and never had to pay for them to take it, always got a refund. He said it would cost me over $1,000 to remove tank,,,and this is above ground . This company can not be trusted. My complaint is now with BBB and Attorney General. Josh Enck, the manager was so belligerent on the phone and spoke in a tone that I did not deserve. Run away from this company.

Anthem
always strives to provide the highest quality service at the most affordable
price.  As indicated in the complaint, Anthem did offer [redacted] a
“great rate” and free installation. ...

Unfortunately, when the invoice was
printed following installation, [redacted] was charged the correct rate for the
propane, but an installation part was accidentally charged.  The invoice was
presented to [redacted] and was signed by the [redacted].  Clearly, this
was an error by both parties since neither party caught the mistake.  When
the invoice arrived in the office, it was handled as a “charged installation”
due to the parts charges on the invoice.  The full installation charge was
made to [redacted]’s bank account as approved on the ACH authorization
form.  Anthem made these charges in good faith based on services provided.
At
the time [redacted] called Anthem to complain about the charge overage, Anthem
assumed the ACH transaction was going to be processed and we would receive
payment.  We issued a refund check for the accidental over charge and
mailed it to [redacted].  However, after we mailed the refund check, we
were notified that the ACH transaction bounced and Anthem was not paid anything
for the services provided.  Therefore the refund check was canceled. 
At
this time, Anthem has incurred significant costs including installation labor,
materials and propane product delivery – without payment.  However, we
believe the relationship with [redacted] is beyond repair and we are willing to
simply pick up our equipment – enabling [redacted] to select any other propane
supplier of her choosing.  We will write off the propane charges for the
propane delivered to date and not charge her anything to pick up the
tank.  The tank pick up is scheduled for 10/24/14.  In the meantime,
[redacted] may use the remaining propane at her leisure and schedule a new
propane supplier to deliver their tank.
We
regret that we could not maintain a professional relationship with [redacted],
but wish her the best in the future.

Review: My husband [redacted] and I recently switched our propane supplier fruom Anthem Propane to a cheaper servicer. Anthem Propane came out and picked up their bottle which had approximately 60% of propane still in it. They are refusing to refund our monies for the unused propane. They say they do not refund any manner monies however our son also switched to this other servicer from Anthem Propane and his monies for unused propane were refunded to him. Why to some people get what is legally theirs refunded to them and others do not. This is very poor business practice. We are both disabled and on social security disability and are requesting help in getting our money refunded since it is our money, not theirs. We already paid for that propane once ,so why should they be allowed to charge someone else for that propane again and make double profit at our expense. We will be able awaiting your response to this matter. Thank you. **. And [redacted]Desired Settlement: We are requesting to have the monies for the unused propane to be refunded to us and that other customers be notified of these poor business tactics of Anthem Propane

Business

Response:

December 2nd 2013

Dear **. [redacted],

Please accept this letter from Anthem Propane Exchange, LLC (Anthem) in reference to the complaint number above. Please know that Anthem takes all customer complaints seriously.

The [redacted]'s were a customer of Anthem's from November 2012 through August 2013, At the time of registration, Anthem offered the [redacted]'s a price lock and the [redacted]'s accepted by contract. The [redacted]'s were notified in advance that if they were to cancel service during a price lock, they would be charged a termination fee of $350.00.

When the [redacted]'s called to cancel service, they were reminded of this termination fee. As indicated in their letter, the [redacted]'s expressed to Anthem that they are on a fixed income and the termination fee would be a hardship for them,

As a result, Anthem made the decision to simply waive the $350.00 termination fee in exchange for the return of the remaining gallons (approximately 60 gallons x $2.59/gallon = $155.40. Had Anthem given them a credit for the $155.40 and charged the $350.00 termination fee, the [redacted]'s would have a balance owed to Anthem of $ 194.60,

Anthem made this good faith concession simply to appease the [redacted]'s hardship request.

Please feel free to contact me with any questions.

Very Truly Yours,

Review: I am a new account, I signed up for free installation, and locked in at a great rate. My very first month, I was overcharged, not by a few dollars, by over $120! Things in my account bounced, I was told by the company that it was my problem, not theirs. Because of this error, I have $518 in bounced fees, 14 different charges, everything down to $2-3 items were bouncing thanks to their mistake, and I was told to suck it up? I have 2 toddlers and we live paycheck to paycheck, even after my check was deposited this week I remain negative thanks to this error. I am now left wondering how I will pay for even little things, let alone my childrens preschool, gas, milk and I get told you are sorry, but nothing you can do.Desired Settlement: I would like a refund of all the bounced fees that this has caused to my account, they only occurred because of their error, if they would have withdrawn the correct amount, it would not have bounced!

Business

Response:

Anthem

always strives to provide the highest quality service at the most affordable

price. As indicated in the complaint, Anthem did offer [redacted] a

“great rate” and free installation. Unfortunately, when the invoice was

printed following installation, [redacted] was charged the correct rate for the

propane, but an installation part was accidentally charged. The invoice was

presented to [redacted] and was signed by the [redacted]. Clearly, this

was an error by both parties since neither party caught the mistake. When

the invoice arrived in the office, it was handled as a “charged installation”

due to the parts charges on the invoice. The full installation charge was

made to [redacted]’s bank account as approved on the ACH authorization

form. Anthem made these charges in good faith based on services provided.

At

the time [redacted] called Anthem to complain about the charge overage, Anthem

assumed the ACH transaction was going to be processed and we would receive

payment. We issued a refund check for the accidental over charge and

mailed it to [redacted]. However, after we mailed the refund check, we

were notified that the ACH transaction bounced and Anthem was not paid anything

for the services provided. Therefore the refund check was canceled.

At

this time, Anthem has incurred significant costs including installation labor,

materials and propane product delivery – without payment. However, we

believe the relationship with [redacted] is beyond repair and we are willing to

simply pick up our equipment – enabling [redacted] to select any other propane

supplier of her choosing. We will write off the propane charges for the

propane delivered to date and not charge her anything to pick up the

tank. The tank pick up is scheduled for 10/24/14. In the meantime,

[redacted] may use the remaining propane at her leisure and schedule a new

propane supplier to deliver their tank.

We

regret that we could not maintain a professional relationship with [redacted],

but wish her the best in the future.