February 2, Dear [redacted] : We are in receipt of your letter and complaint on the above-referenced customerWe are certainly sorry that their summer home suffered damage due to frozen pipesIt's true if we go to a home and the tanks are empty and we fill the tanks the valves are turned off because otherwise the house could fill with gas and cause a very dangerous situationI have reviewed the account and I see that according to our records, the tanks were empty because they had a past due accountInvoices and/or statements would have been sent to the address we have on file as the mailing address, so we have to assume they would have received notification of the past due amount on their accountAfter the account was brought current, we filled the tanks and called and left a message advising that the tanks were turned offThis call was made on January and is noted in the customer account in our computerIn order for us to prove this we would need to request phone logs from our phone company and we are not going to do that at this timeHowever, I don't believe our store manager would falsify this information.I have enclosed a copy of the back of our service work orderYou will see that it is clearly printed that we are not responsible for broken pipes due to out of gas situationsTherefore, we cannot assume responsibility for this lossWe believe we fulfilled our obligation to notify our customerIt is an unfortunate situation, and we are sorry for their loss, but it is not something we have control overPlease feel free to contact me if you have any further questions or concernsSincerely, Brent H Operations Manager
Dear ** [redacted] : We are in receipt of your letter dated February 28, regarding the above-referenced complaint [redacted] , Branch Manager of our Back Mountain Gas location, has attempted several times to contact the [redacted] to discuss the situation and no one has returned the callWe are sorry for any inconvenience this situation may have causedAfter reviewing the Account, and the comments posted in our computer system, it seems as though there may have been either a lack of communication or perhaps miscommunication during conversations that took place when *** [redacted] called the office Again, we are sorry if people acted unprofessionally and hope that ***[redacted] accepts our apologyWe would like to encourage either **or *** [redacted] to contact [redacted] at ###-###-#### if they would like to further discuss this situation Sincerely,
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Back Mountain Gas absolutely did not call us or send our bills to the correct mailing addressI have phone records to confirm that there was no such call and I've attached the phone statement to this complaintIt takes all of minutes to pull a detailed phone bill online and it seems to me that if this call did actually happen, Back Mountain Gas would be more than happy to provide their phone record as confirmationIn addition, our bills were continuously stuck in the door of the home they were servicingThis is not our primary address and you can see from the agreement they supplied, our Swoyersville address was listedAs a matter of fact, we have several witnesses to attest to this fact as they are the ones who found the bills stuck in the doorIn my opinion (and in the opinion of those who posted the numerous complaints against this company) Back Mountain Gas has issues with enforcing proper policies with their employees such as notifying customers when they shut off their gas and logging communications with their customers.The fact that the adamantly refusing to provide any proof of their phone records confirms to me that they know there was no such callBack Mountain Gas is 100% responsible for the damage to my home and if they were a half way decent company they would reimburse us for our damages Regards, [redacted]
June 2, Dear *** ***:gallons of gas in itOf that gallons, was not paid for by *** ***There is a termination fee of When there is not enough gas in a tank to cover the full cost of the termination fee, we simply use the gas left in the tank to credit the
termination fee and then we write off the restThis is what we did in this case, thus, not charging the full termination fee to *** *** and leaving him with a zero balanceTherefore, we will not be sending him a refund.We are sorry if *** *** is unhappy with this outcome, however, the termination charge is clearly printed on the reverse side of all work orders and delivery ticketsMinimum usage details are also on the hack nffhr work order so at anytime he could have made himself aware of the policies.If you have any other questions, please feel free to contact me at Hellers Gas, IncCorporate OfficeThank you!Sincerely,
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I reject this response for several reasonsFirst, we only received one bill at the billing address on file for the accountThis is our summer home and although we told Back Mountain Gas this every month since October, they continued to stick our bill in the door at our summer homeWe do not live thereOur billing address is in SwoyersvilleThe only reason we ever had a balance on the account was because we never received our bill at the correct billing addressThis balance was fully paid in December well before the January 12th date.Secondly, we have no issue whatsoever with their policy of turning off the tanks if they are emptyWe agree this is best for safety reasonsOur issue is that Back Mountain gas failed to notify us of thisThe only notice we ever saw regarding the shut off was written on our
bill "TANKS R OFF" which was left in the door of the summer homeWe have provided our phone records to show we never received a call from Back Mountain Gas on January It is interesting that they refuse to provide their phone records- it takes all of minutes to pull that info from your account onlineI'm sure they have pulled their records and don't see any log of this call either
Regards,
*** ***
I have had back mountain bottled gas for over years at my full time residence in Harveys lake,paI have experienced only timely professional servicesIover the last years I have encouraged my neighbor to switch to back mountain, from another gas provider which had been gouging him with overly high prices, and inferior delivery serviceHe has recently switched, and he has been telling me he is so satisfied he should have switched when I first suggested it!
March 3, 2015
Dear Allison:We are in receipt of your letter dated February 10, regarding the above referenced claim. We have addressed this issue previously with the [redacted] and we are standing with our original response. It is unfortunate that they ran out of gas and that their pipes froze. However, according to the information we have we did attempt to call them and we did mail statements to the correct address.I am enclosing a copy of the original work order signed by [redacted]. The reverse side of the work order clearly states our policy on frozen pipes. We understand that it is on the reverse along with a lot of important information. It would seem that they did not read the paperwork. Once again, we are sorry, but this is our policy. They have every right to hire a new propane Supplier.Sincerely,Brent HOperations Manager
Dear **. [redacted]:
We are in receipt of your letter dated February 28, 2014 regarding the above-referenced complaint.
[redacted], Branch Manager of our Back Mountain Gas location, has attempted several times to contact the [redacted] to discuss the situation and no one...
has returned the call. We are sorry for any inconvenience this situation may have caused. After reviewing the Account, and the comments posted in our computer system, it seems as though there may have been either a lack of communication or perhaps miscommunication during conversations that took place when [redacted] called the office.
Again, we are sorry if people acted unprofessionally and hope that [redacted].[redacted] accepts our apology. We would like to encourage either **. or [redacted] to contact [redacted] at ###-###-#### if they would like to further discuss this situation.
Sincerely,
February 2, 2015
Dear [redacted]:
We are in receipt of your letter and complaint on the above-referenced customer. We are certainly sorry that their summer home suffered damage due to frozen pipes.
It's true if we go to a home and the tanks are empty and we fill the tanks...
the valves are turned off because otherwise the house could fill with gas and cause a very dangerous situation. I have reviewed the account and I see that according to our records, the tanks were empty because they had a past due account. Invoices and/or statements would have been sent to the address we have on file as the mailing address, so we have to assume they would have received notification of the past due amount on their account. After the account was brought current, we filled the tanks and called and left a message advising that the tanks were turned off. This call was made on January 12 and is noted in the customer account in our computer. In order for us to prove this we would need to request phone logs from our phone company and we are not going to do that at this time. However, I don't believe our store manager would falsify this information.I have enclosed a copy of the back of our service work order. You will see that it is clearly printed that we are not responsible for broken pipes due to out of gas situations. Therefore, we cannot assume responsibility for this loss.
We believe we fulfilled our obligation to notify our customer. It is an unfortunate situation, and we are sorry for their loss, but it is not something we have control over.
Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Brent H
Operations Manager
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:Back Mountain Gas absolutely did not call us or send our bills to the correct mailing address. I have phone records to confirm that there was no such call and I've attached the phone statement to this complaint. It takes all of 2 minutes to pull a detailed phone bill online and it seems to me that if this call did actually happen, Back Mountain Gas would be more than happy to provide their phone record as confirmation. In addition, our bills were continuously stuck in the door of the home they were servicing. This is not our primary address and you can see from the agreement they supplied, our Swoyersville address was listed. As a matter of fact, we have several witnesses to attest to this fact as they are the ones who found the bills stuck in the door. In my opinion (and in the opinion of those who posted the numerous complaints against this company) Back Mountain Gas has issues with enforcing proper policies with their employees such as notifying customers when they shut off their gas and logging communications with their customers.The fact that the adamantly refusing to provide any proof of their phone records confirms to me that they know there was no such call. Back Mountain Gas is 100% responsible for the damage to my home and if they were a half way decent company they would reimburse us for our damages.
Regards,
[redacted]
February 2, Dear [redacted] : We are in receipt of your letter and complaint on the above-referenced customerWe are certainly sorry that their summer home suffered damage due to frozen pipesIt's true if we go to a home and the tanks are empty and we fill the tanks the valves are turned off because otherwise the house could fill with gas and cause a very dangerous situationI have reviewed the account and I see that according to our records, the tanks were empty because they had a past due accountInvoices and/or statements would have been sent to the address we have on file as the mailing address, so we have to assume they would have received notification of the past due amount on their accountAfter the account was brought current, we filled the tanks and called and left a message advising that the tanks were turned offThis call was made on January and is noted in the customer account in our computerIn order for us to prove this we would need to request phone logs from our phone company and we are not going to do that at this timeHowever, I don't believe our store manager would falsify this information.I have enclosed a copy of the back of our service work orderYou will see that it is clearly printed that we are not responsible for broken pipes due to out of gas situationsTherefore, we cannot assume responsibility for this lossWe believe we fulfilled our obligation to notify our customerIt is an unfortunate situation, and we are sorry for their loss, but it is not something we have control overPlease feel free to contact me if you have any further questions or concernsSincerely, Brent H Operations Manager
Dear ** [redacted] : We are in receipt of your letter dated February 28, regarding the above-referenced complaint [redacted] , Branch Manager of our Back Mountain Gas location, has attempted several times to contact the [redacted] to discuss the situation and no one has returned the callWe are sorry for any inconvenience this situation may have causedAfter reviewing the Account, and the comments posted in our computer system, it seems as though there may have been either a lack of communication or perhaps miscommunication during conversations that took place when *** [redacted] called the office Again, we are sorry if people acted unprofessionally and hope that ***[redacted] accepts our apologyWe would like to encourage either **or *** [redacted] to contact [redacted] at ###-###-#### if they would like to further discuss this situation Sincerely,
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Back Mountain Gas absolutely did not call us or send our bills to the correct mailing addressI have phone records to confirm that there was no such call and I've attached the phone statement to this complaintIt takes all of minutes to pull a detailed phone bill online and it seems to me that if this call did actually happen, Back Mountain Gas would be more than happy to provide their phone record as confirmationIn addition, our bills were continuously stuck in the door of the home they were servicingThis is not our primary address and you can see from the agreement they supplied, our Swoyersville address was listedAs a matter of fact, we have several witnesses to attest to this fact as they are the ones who found the bills stuck in the doorIn my opinion (and in the opinion of those who posted the numerous complaints against this company) Back Mountain Gas has issues with enforcing proper policies with their employees such as notifying customers when they shut off their gas and logging communications with their customers.The fact that the adamantly refusing to provide any proof of their phone records confirms to me that they know there was no such callBack Mountain Gas is 100% responsible for the damage to my home and if they were a half way decent company they would reimburse us for our damages Regards, [redacted]
June 2, Dear *** ***:gallons of gas in itOf that gallons, was not paid for by *** ***There is a termination fee of When there is not enough gas in a tank to cover the full cost of the termination fee, we simply use the gas left in the tank to credit the
termination fee and then we write off the restThis is what we did in this case, thus, not charging the full termination fee to *** *** and leaving him with a zero balanceTherefore, we will not be sending him a refund.We are sorry if *** *** is unhappy with this outcome, however, the termination charge is clearly printed on the reverse side of all work orders and delivery ticketsMinimum usage details are also on the hack nffhr work order so at anytime he could have made himself aware of the policies.If you have any other questions, please feel free to contact me at Hellers Gas, IncCorporate OfficeThank you!Sincerely,
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I reject this response for several reasonsFirst, we only received one bill at the billing address on file for the accountThis is our summer home and although we told Back Mountain Gas this every month since October, they continued to stick our bill in the door at our summer homeWe do not live thereOur billing address is in SwoyersvilleThe only reason we ever had a balance on the account was because we never received our bill at the correct billing addressThis balance was fully paid in December well before the January 12th date.Secondly, we have no issue whatsoever with their policy of turning off the tanks if they are emptyWe agree this is best for safety reasonsOur issue is that Back Mountain gas failed to notify us of thisThe only notice we ever saw regarding the shut off was written on our
bill "TANKS R OFF" which was left in the door of the summer homeWe have provided our phone records to show we never received a call from Back Mountain Gas on January It is interesting that they refuse to provide their phone records- it takes all of minutes to pull that info from your account onlineI'm sure they have pulled their records and don't see any log of this call either
Regards,
*** ***
I have had back mountain bottled gas for over years at my full time residence in Harveys lake,paI have experienced only timely professional servicesIover the last years I have encouraged my neighbor to switch to back mountain, from another gas provider which had been gouging him with overly high prices, and inferior delivery serviceHe has recently switched, and he has been telling me he is so satisfied he should have switched when I first suggested it!
March 3, 2015
Dear Allison:We are in receipt of your letter dated February 10, regarding the above referenced claim. We have addressed this issue previously with the [redacted] and we are standing with our original response. It is unfortunate that they ran out of gas and that their pipes froze. However, according to the information we have we did attempt to call them and we did mail statements to the correct address.I am enclosing a copy of the original work order signed by [redacted]. The reverse side of the work order clearly states our policy on frozen pipes. We understand that it is on the reverse along with a lot of important information. It would seem that they did not read the paperwork. Once again, we are sorry, but this is our policy. They have every right to hire a new propane Supplier.Sincerely,Brent HOperations Manager
Dear **. [redacted]:
We are in receipt of your letter dated February 28, 2014 regarding the above-referenced complaint.
[redacted], Branch Manager of our Back Mountain Gas location, has attempted several times to contact the [redacted] to discuss the situation and no one...
has returned the call. We are sorry for any inconvenience this situation may have caused. After reviewing the Account, and the comments posted in our computer system, it seems as though there may have been either a lack of communication or perhaps miscommunication during conversations that took place when [redacted] called the office.
Again, we are sorry if people acted unprofessionally and hope that [redacted].[redacted] accepts our apology. We would like to encourage either **. or [redacted] to contact [redacted] at ###-###-#### if they would like to further discuss this situation.
Sincerely,
February 2, 2015
Dear [redacted]:
We are in receipt of your letter and complaint on the above-referenced customer. We are certainly sorry that their summer home suffered damage due to frozen pipes.
It's true if we go to a home and the tanks are empty and we fill the tanks...
the valves are turned off because otherwise the house could fill with gas and cause a very dangerous situation. I have reviewed the account and I see that according to our records, the tanks were empty because they had a past due account. Invoices and/or statements would have been sent to the address we have on file as the mailing address, so we have to assume they would have received notification of the past due amount on their account. After the account was brought current, we filled the tanks and called and left a message advising that the tanks were turned off. This call was made on January 12 and is noted in the customer account in our computer. In order for us to prove this we would need to request phone logs from our phone company and we are not going to do that at this time. However, I don't believe our store manager would falsify this information.I have enclosed a copy of the back of our service work order. You will see that it is clearly printed that we are not responsible for broken pipes due to out of gas situations. Therefore, we cannot assume responsibility for this loss.
We believe we fulfilled our obligation to notify our customer. It is an unfortunate situation, and we are sorry for their loss, but it is not something we have control over.
Please feel free to contact me if you have any further questions or concerns.
Sincerely,
Brent H
Operations Manager
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:Back Mountain Gas absolutely did not call us or send our bills to the correct mailing address. I have phone records to confirm that there was no such call and I've attached the phone statement to this complaint. It takes all of 2 minutes to pull a detailed phone bill online and it seems to me that if this call did actually happen, Back Mountain Gas would be more than happy to provide their phone record as confirmation. In addition, our bills were continuously stuck in the door of the home they were servicing. This is not our primary address and you can see from the agreement they supplied, our Swoyersville address was listed. As a matter of fact, we have several witnesses to attest to this fact as they are the ones who found the bills stuck in the door. In my opinion (and in the opinion of those who posted the numerous complaints against this company) Back Mountain Gas has issues with enforcing proper policies with their employees such as notifying customers when they shut off their gas and logging communications with their customers.The fact that the adamantly refusing to provide any proof of their phone records confirms to me that they know there was no such call. Back Mountain Gas is 100% responsible for the damage to my home and if they were a half way decent company they would reimburse us for our damages.
Regards,
[redacted]