Bauer LP-Gas & Appliance

I do recall dealing with this particular customer, but she must have misunderstood that information during the course of our discussion.I will try to keep this as simple and basic as possible and still hopefully reference the most important parts of the customer's complaints and concernsThe additional charges she's referring to is ....(1) a Leak/Pressure Test/Relite charge of $ This is a charged incurred to all WILLCALL customer's(a customer that watches the tank on their own and calls to arrange a delivery) whom lets the tank run out of gasThis is a test required by our insurance company, is standard for our company and is for our safety as a business and for the customer's safety It was expressed by the customer that there was concern of a leak due to the amount of gas used and I told customer that if a leak was found, the charge would be waived and we would remedy the problem, but if no leaks were found, the charge remained There were no leaks found on the system(2) a Trip Charge of $during business hours and $after hours and weekends We reccommend customers read there tank periodically and call us when the tank reads 25-30% By doing this, we can schedule the delivery into a route accordingly and timely and avoid a trip charge and the tank will not have ran out of gas, thus no additional fee for the Leak/Pressure Test/Relite service.The customer secured funding thru Pierce County Energy Assistance as she claimed Our company was not notified of this until late in the afternoon on Monday, January 8th I told her that this funding does not pay for or cover any additional charges and she would be responsible for covering those to be able to setup the delivery I told her I would arrange a route in her area for the next day to avoid the trip charge but there would be the $charge yet for the Leak/Pressure Test/Relite of which she would be responsible for, at which time, the customer pretty much lost all reason to the matter After five to ten minutes of hollering at me about exhorting money from her and the county and expressing a lot of other distress, when I'm ultimately just doing my job as per our policy and securing her safety, the conversation ended abruptly with her saying something to the effect that we had better be there the next day with her gas As for me being rude, I was trying to explain why these charges are necessary but she wasn't going the hear or accept any of it I did not holler at her, I did not swear at her, I did not discriminate her, but frustration was very much an emotion we were both battling.The next day I got a call from another source, that they were going to help the customer with the rest of her funding for the delivery, which included the Leak/Pressure Test/Relite charge and additional funds to finish filling the tank (I did make a computation error and I hope one can understand that we are very busy with the current weather we have been having and I am only a human I did discover and correct my error by sending a truck back that afternoon to finish filling the tank) One can call any local LP companies and find that these practices and charges are quite customary Each company may have a different name for the charge and they are at the liberty to set there own fees, but our company is not out of the norm with our policy It is never our intention to 'extort' money from our customer's but it is necessary to have these charges or cover our extra expenses when our driver's and office employees get pulled away from established routes to handle a run out situation As a business in a small town, with strive to stay very competitive also.Also, Bauer's LP Gas & Appliance, Inc owns the LP tank that the customer is utilizing, therefore, we are the only company that can fill that tank Again, this is for the consumer's safety and it is property of our company The consumer always has the right to contact another company to set a tank for them and discontinue service with us and have us remove the tankI hope this clarifies and explains our stand point on the customer's complaints This winter has been very trying on everyone and we don't wish for hard feelings but we do have to abide by these policies to keep everybody safe and run the business effectivelyThank you for your time in the matter [redacted] Bauer's LP Gas & Appliance Sales IncDurand, WI

I do recall dealing with this particular customer, but she must have misunderstood that information during the course of our discussion.I will try to keep this as simple and basic as possible and still hopefully reference the most important parts of the customer's complaints and concerns. The...

additional charges she's referring to is ....(1) a Leak/Pressure Test/Relite charge of $59.00.  This is a charged incurred to all WILLCALL customer's(a customer that watches the tank on their own and calls to arrange a delivery) whom lets the tank run out of gas. This is a test required by our insurance company, is standard for our company and is for our safety as a business and for the customer's safety.  It was expressed by the customer that there was concern of a leak due to the amount of gas used and I told customer that if a leak was found, the charge would be waived and we would remedy the problem, but if no leaks were found, the charge remained.  There were no leaks found on the system. (2) a Trip Charge of $75 during business hours and $125 after hours and weekends.  We reccommend customers read there tank periodically and call us when the tank reads 25-30%.  By doing this, we can schedule the delivery into a route accordingly and timely and avoid a trip charge and the tank will not have ran out of gas, thus no additional fee for the Leak/Pressure Test/Relite service.The customer secured funding thru Pierce County Energy Assistance as she claimed.  Our company was not notified of this until late in the afternoon on Monday, January 8th.  I told her that this funding does not pay  for or cover any additional charges and she would be responsible for covering those  to be able to setup the delivery.  I told her I would arrange a route in her area for the next day to avoid the trip charge but there would be the $59.00 charge yet for the Leak/Pressure Test/Relite of which she would be responsible for, at which time, the customer pretty much lost all reason to the matter.   After five to ten minutes of hollering at me about exhorting money from her and the county and expressing a lot of other distress, when I'm ultimately just doing my job as per our policy and securing her safety, the conversation ended abruptly with her saying something to the effect that we had better be there the next day with her gas.  As for me being rude, I was trying to explain why these charges are necessary but she wasn't going the hear or accept any of it.  I did not holler at her, I did not swear at her, I did not discriminate her, but frustration was very much an emotion we were both battling.The next day I got a call from another source, that they were going to help the customer with the rest of her funding for the delivery,  which included the Leak/Pressure Test/Relite charge and additional funds to finish filling the tank.  (I did make a computation error and I hope one can understand that we are very busy with the current weather we have been having and I am only a human.  I did discover and correct my error by sending a truck back that afternoon to finish filling the tank. ) One can call any local LP companies and find that these practices and charges are quite customary.   Each company may have a different name for  the charge and they are at the liberty to set there own fees, but our company is not out of the norm with our policy.  It is never our intention to 'extort' money from our customer's but it is necessary to have these charges or cover our extra expenses when our driver's and office employees get pulled away from established routes to handle a run out situation.  As a business in a small town, with strive to stay very competitive also.Also, Bauer's LP Gas & Appliance, Inc owns the LP tank that the customer is utilizing, therefore, we are the only company that can fill that tank.  Again, this is for the consumer's safety and it is property of our company.  The consumer always has the right to contact another company to set a tank for them and discontinue service with us and have us remove the tank. I hope this clarifies and explains our stand point on the customer's complaints.  This winter has been very trying on everyone and we don't wish for hard feelings but we do have to abide by these policies to keep everybody safe and run the business effectively. Thank you for your time in the matter[redacted]
Bauer's LP Gas & Appliance Sales IncDurand, WI