Beshear Reaches $150,000 Settlement with Paducah-based Propane Business

We have no record of customer attempting to order a summer fill or prepay for winter fuel during our customer appreciation day We have gone back and reviewed our incoming calls for that location and do not show any calls or messages in August from the number provided by the customer Customer contacted office on 10-5-and placed an order and delivery was made the next day The price applicable to that delivery was actually one cent cheaper than the summer fill rate so customer suffered no harm by not ordering a summer fill Customer can still prepay for winter fuel by contacting office and signing a contract and paying for fuel

Revdex.com:I have reviewed the response 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.Regards, [redacted] I have not received this check as it was sent to the Calloway Co Office who notified me I would have to pick it up This is a drive of miles during their business hours Not as requested it be sent to me I was never advised that it would take to weeks for them to correct their mistake Should have late fees applied to me as they would charge me late fees Definitely need to change policies or procedures Certainly do not appreciate their customers!!!

Customer was provided quote for requested work prior to work being done and customer agreed to quote Quote was for more than the $that customer claims The propane tank and propane has been recovered by Eastern Illinois but the remaining balance over and above the initial installation quote is for piping, valves and other items necessary to establish service but were non-returnable Those items have not been recovered by Eastern Illinois

Revdex.com: I have reviewed the response 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 Reviewing the contract I see in the small print their legal right to do thisI also see my phone number clearly on the contractIt makes more sense to call a customer and ask if they are still using the tank rather than just come pick it up without notificationThis tank was at a rarely used lake house, the same rarely used place they were more than glad to install it Regards, [redacted]

Sent: Thursday, June 30, 9:AMSubject: complaint # [redacted] Please find attached copies of the account history and tank rental agreement in further response to the above referenced complaintThanks,United Propane

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [rejectingThey know there is no problem lasting over yearsWhat about the customer who no longer had proof and had to pay to keep this out of collections? What about when I show them I have proof then all of a sudden they found where I paid in their fileThey need to be audited Someone in this company do not know their jobThe computer only show what is put into itBecause we have not changed company yet because I know how they work to more money from customers, I keep all paper work so they cant pull the threat of collection on meTheir are customer who have too pay for the same delivery over again if they don't want their account turn over to a collection agent When proof of purchase is given to them then they find it in their records and say oops sorryBut if I did not have that they expect to be paid againThere is a problem with this companyAnd given them years to fix their problem that is still ongoing...] Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below If I did in fact have gas ordered in late 2009, and quiet honestly it could have been in that I told them to come and get the tankThe reason that I said is that I had a new Heatpump installed in the spring of and it was replacing a central ac with gas heat, yes I had a gas fireplace that was back up heatI do not know why that one year would make any different in the bill if it was or that I told them to come and get the tank, they are still trying to charge me for years of tank rental and the minusage charge, cause the FACT is that I did tell the Lady in the Fairview office to get the tank at lest years ago, she NEVER said anything about it having to be in wrighting, she couldn't even tell me when they would come and get it "just when we get around to it" So they keep coming up with Excuses like "it has to be in wrighting" the Customer does not know this if their employees don't tell usI am still willing to pay the $tank pick up fee and that is allI think that they had PLENTY of time to get the tank after or years of a customer not calling to order gas, if I ran a Business like that I would be aware of something that was no longer in use by a customer, that just goes to show how good they keep up with what they are doing and then try to blame the customer for their mistake Regards, [redacted]

Customer received delivery on March 19, Payment was made by e-payment on April 9, Payment was made after the day discount period had expired so customer was not entitled to a discount We have no record of customer speaking with someone in the Kentucky office If customer can provide a name of the person they claim to have spoken with, we will investigate further

The date in the original response was a typographical error The date was as shown on the attached tank rental agreement The agreement is also signed by [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would resolve my complaint For your reference, details of the offer I reviewed appear below.sounds to me, that when to call for a fill should be stated in the 2018-PRE-PURCHASE" PREBUY-KEEPFULL" GAS SUPPLY AGREEMENT cause its not stated in the 2017-agreement signed on May, 17, We are however, greatful that they did resupply us on Jan 8, We also are thank full for the quick response to the KY Attorney General and TN Governor [redacted] and all the media Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [The contract most certainly does state the first year I will not pay, I have a contract in hand that I know how to read and it most certainly does state $a month the 1st year I will not pay that as long as I have it in writing that it is so.] Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.They sent a technician, his name was ***, out here and I talked with him He brought another lid identical to the lid that was on the tank He said they told him to bring it anyway even though it was the same style lid He said the tank is old and they do not make a lid that will fit it anymore They knew this when they brought it out and set it up the first ***e The original installer said it was the wrong lid but it was all they could find and they would order a lid that fits The technician that came out last week, ***, said the only thing they could do is to replace the tank He said he would tell them that the lid does not fit, does not line up so you can latch it and that he would ask to have the tank replaced The tank lid DOES NOT line up with the latches so there is no way to secure it The lid is NOT made for this tank They sold me the tank so they need to replace it if they do not have a lid that fits it Regards, [redacted] ***

Order was placed on January 9, when tank was reported to be on 10% We encourage all our customers to place orders when their tank reaches 30-% so to allow for sufficient delivery times especially in times of high order volume like we have been experiencing the past several weeks Due to this high order volume, our delivery window ran longer than as well Delivery was made on January 27,

As customer acknowledges in complaint, she requested to terminate tank rental agreement Upon tank being repossessed, the charges set forth in the tank rental agreement were assessed to the account A credit was then given for the propane remaining in the tank but the credit was not enough to cover the balance due so a statement was sent showing the balance due of

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Mrs [redacted] informed me that since it has taken so long to resolve this issue, your company would issue a check in my husband's name for the credit instead of putting it on my parents' accountI will accept this credit amount in check formThere is email correspondence stating this Regards, [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, [redacted]

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] We changed ownership of our tank in April of 2013, not DecemberNC is marked thru and was written above itWhy? They said in an earlier correspondence with Revdex.com that my contract indicated no charge for rentIt has been altered My husbands name is misspelledIn the last sentence of line no3) the writings here are referring to how minimum usage failure will be dealt with"The customer shall pay the additional rental fee for the use of equipment based upon this schedule by the 10th day of the month in which any additional fee is mailed to the customer." We were never on a scheduleWe never agreed to a minimum usage amount [redacted] Propane has offered to remove $unpaid tank rent and $for tank removal through the Revdex.com$- $= $Per the [redacted] Propane office manager, here is the breakdown of my bill$unpaid tank rent for years$for not using the "agreed upon" gallonsThe tank removal fee was not mentioned by herThe "rest" is late fees and interest for a total of $They say that they do not mail out a bill for unpaid tank rent, or non usage as they "expect the customer to pay this on their own accord," until you cancel your service with them apparentlyIn the office managers words "they go back years and charge you unpaid rent and non usageYou also accrue late charges and interest fees." Line noof this supposed contract states the customer will be billed any additional fee so it can be paid by the 10th of the monthWe were never sent a bill because we were never on a scheduleIt's also interesting that I asked to see my contract weeks ago and it wasn't producedAfter Revdex.com was told by me, that I no longer have a copy of my contract, they were given a "copy" within hours However, in producing this supposed copy of my contract, it shows their failure to mail any additional fees that I supposedly owed by the 10th of each monthThat's because I did not owe them any moneyWe were never on a scheduleWe never agreed to use a certain amountIt was on an "as needed" basis If I did owe them for non usage (which I absolutely did not), I was told it would be $The $would be interest and late feesHow can a business "assess" my account one year after I cancel service with them, figure up a bill and then hold it for another year while it accrues late fees and interest? There is no way this will ever make sense I want a statement with a zero ($0) balance and Closed Account stamped on it

As indicated in original response, [redacted] signed a tank rental agreement in October Notice of the change in property ownership was provided in December The charges to the account were assessed in March and have been pending on account since then The balance will continue accruing finance charges until paid in full

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response 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 Regards, [redacted]