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

Customer was provided quote for requested work prior to work being done and customer agreed to quote.  Quote was for more than the $250.00 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.

The valve assembly on the tank includes the pressure relief valve which must exit through the center of the tank lid.  The tank regulator must be able to vent through the side of the tank dome.  The dome currently on the tank is the only type of dome that will work with that valve...

assembly.  The lid can be raised to check the amount of propane in the tank and the lid can also be latched or locked by using the tabs on the side of the dome and lid.  The customer was contacted in September 2016 and advised of this.

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 amount that shows due originally on the invoice is not the amount that was on the first bill we received.  After I talked to someone at the main office and was told "yes, the bill is correct" that I was not getting a refund, but in fact did owe per their records...  The fees for all he pick up and pumpout and min annual consumption are outrageous.  There is no date on the contract that my father-in-law supposedly signed.  After my husband talked to someone at one of the offices, we did receive a bill that showed a zero amount due.  We were satisfied with that, but then again received another bill in a different amount.  We will not be paying this bill.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.We do not trust the quality of the tanks or the installation by the company. The company offered me another refurbished tank and only 30 gallons of fuel. We lost nearly 200 gallons of fuel in this mishap. We are very nervous that a refurbished tank will not be properly inspected (again) and that the fuel will leak and our family will be at great risk. We request a reimbursement of funds for the faulty tank, the patchy installation, the fuel lost, and the service charge for "not" finding the leak to begin with.
Regards,
[redacted]

Order was placed on January 19, 2018.  Our normal delivery window of 7-10 business days has been extended recently due to high order volume.  As customer acknowledges, delivery was made on February 1, 2018.  We regret that it took longer than normal to make customer's...

delivery.

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' account. I will accept this credit amount in check form. There is email correspondence stating this. 
Regards,
[redacted]

[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]

We sincerely regret the delay in installing customer's tank.  A refund check is being sent by overnight courier to customer today.

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 received an e-mail from [redacted] propane indicating they will replace my refurbished tank with a new tank and transfer the existing propane to the new tank for a total cost to me of $343.97.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Customer received delivery on March 19, 2014.  Payment was made by e-payment on April 9, 2014.  Payment was made after the 10 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.

Customer acknowledges that he terminated tank rental agreement when he converted to electricity.  Upon tank being picked up, the charges set forth in the tank rental agreement were assessed.  Customer also acknowledges that we have offered to reduce the balance owed but customer has...

refused that offer.  Balance remains due and needs to be paid.

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.
[Thank you for the $25 credit.  As for the 5 years of tank rental.  That is not in the agreement we signed so that needs to be taken off as well.]
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]
 
 
 1. We changed ownership of our tank in April of 2013, not December. 2. NC is marked thru and 2.50 was written above it. Why? They said in an earlier correspondence with Revdex.com that my contract indicated no charge for rent. It has been altered.  3.  My husbands name is misspelled. 4. In the last sentence of line no. 3) 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 schedule. We never agreed to a minimum usage amount.
[redacted] Propane has offered to remove $150 unpaid tank rent and $25 for tank removal through the Revdex.com. $436.68 - $175.00 = $261.68. Per the [redacted] Propane office manager, here is the breakdown of my bill. $150 unpaid tank rent for 5 years. $200 for not using the "agreed upon" 400 gallons. The tank removal fee was not mentioned by her. The "rest" is late fees and interest for a total of $436.68. 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 apparently. In the office managers words "they go back 5 years and charge you unpaid rent and non usage. You also accrue late charges and interest fees." Line no. 3 of this supposed contract states the customer will be billed any additional fee so it can be paid by the 10th of the month. We were never sent a bill because we were never on a schedule. It's also interesting that I asked to see my contract weeks ago and it wasn't produced. After Revdex.com was told by me, that I no longer have a copy of my contract, they were given a "copy" within 12 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 month. That's because I did not owe them any money. We were never on a schedule. We never agreed to use a certain amount. It 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 $200. The $61.68 would be interest and late fees. How 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.

Order was placed on January 9, 2018 when tank was reported to be on 10%.  We encourage all our customers to place orders when their tank reaches 30-40 % 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 normal delivery window ran longer than normal as well.  Delivery was made on January 27, 2018.

Better Business...

Bureau:
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 2018-2019 PRE-PURCHASE" PREBUY-KEEPFULL" GAS SUPPLY AGREEMENT.  cause its not stated in the 2017-2018 agreement signed on May, 17, 2017. We are however, greatful that they did resupply us on Jan 8, 2018.  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.
[rejecting. They know there is no problem lasting over 6 years. What 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 file. They need to be audited . Someone in this company do not know their job. The computer only show what is put into it. Because 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 me. Their 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 sorry. But if I did not have that they expect to be paid again.. There is a problem with this company. And given them 8 years to fix their problem that is still ongoing...]
Regards,
[redacted]

The credit for propane remaining in the tank was $370.02.  Once the tank pick up and related fees set forth in the tank rental agreement were deducted, the credit became $234.95.  This credit can be transferred to customer's parents' account once the credit transfer form is signed by...

customer and returned.

If customer will provide the documentation he claims the previous owner had regarding tank ownership, we will be happy to review it.  Customer's wife signed and initialed tank rental agreement indicating that tank was owned by us.

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]  They  must not give the LIHEAP the same price of gas as they do her . The ticket say's 1.198 but her LIHEAP was for 285.00 and the bill was for 354.56 including tax of 25.16 if paid before 10 day's which I 'm certain it was thru LIHEAP and the remainder of bill should be on Mom's part is 69.56 not 95.81. I talked to [redacted] at the gas company and she was to send out the corrected bill for the 69.56. She said she looked at the bill and seen what she can do and knocked off the remaining 30.00 so what was it for in the first place. To me wasn't correct in the first place. Thanks [redacted]/ for [redacted]

As indicated in original response, account history does not show a credit balance of $155.00.  However, based upon the copies provided by customer, a credit has been given for $155.00.  Finance charges which had accrued on the account have been removed and the account now has a zero balance.