[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 as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:I apologize for the delay in...
replying as I have been out of town.
I will be happy to return to the store and point out who I talked to, who filled my tank, and the same person at the counter when I reentered the store to ask again why I was being charged the rate for a full tank. I am guessing that is a bad idea as it would put them in a situation where they would be confronted with their own lie. Further, I called the store, and asked to speak to a manager. Your employees are not being truthful or are vic[redacted]s of short term memory loss. I take it the tall young man with glasses who was there when he sold me the gas and I asked him about partial fill-ups, returned back to the register after the other employee told me to go back in and tell the person at the register how much he put in, and again asked him about partial fill ups, gave me coupons, and rang me up 11:30 am on 6/22/16 according to my receipt is unidentifiable? I came back in the door around 11:40 to ask him again about the partial fill-up. I also assume due to the mystery surrounding my presence at the store that there is no accountability for who is at the register? No camera covering said transaction? The manager who seems to remember my call (but not that it was a complaint) doesn't know who he had on the register that morning handling money? Seems sloppy or at least less than believable. I drive a large 3/4 ton red Ram 2500. Look at the tape. I may have been wearing a Marine Corps hat. Or, again, I can meet you at the location and show you who I talked to. However, as I deal with children I would imagine, just as your employees have done with you, they will deny, deny, deny. Let's put this in perspective: they work for you and seemingly have something to lose by not providing the service you say the company would if my intentions were clear. Now they deny every having a customer in who said anything about "topping off." I don't want my money back. I am upset about the principle of the matter. I am so upset I filed a Revdex.com complaint and, again, I don't want any money. What possible motivation could I have for "discrepancies"in my statement if I don't seek financial recompense? I have owned several RVs and several more propane tanks and this was not a complicated matter where I got my facts mixed up. The gallon numbers came from your own employee. I don't know you nor anyone who works at your store. I have rented a number of different items from Bledsoe's and never had a complaint nor do I know anyone who has. This is about integrity, fairness, and as your letter points out, doing what is right.I will tell you that if you run an online review service (Facebook) and take a complaint on the 22 June, don't respond until the complainant again posts on 27 June about the lack of response, you might find the complainant is further aggravated by what he already deems poor customer service. The employees at the your store on June 22 refused to do exactly what you said Bledsoe's would be happy to do. I did asked to be topped off and asked several [redacted]es while in the store to be charged only for the propane that was actually put in my 30 pound tank. In fact I went to the register twice asking that question. They refused to do so and said they could only charge a full tank price. That is true. Not "undetermindable [sic]". Further, if you are filling a 30 pound tank that is less than half full and charging a full price for the service, you are charging 200 plus percent more than the price of your product. I have a 30 pound tank which the employee who filled the tank told me holds 8-10 gallons of propane. That is what I was basing my numbers on--your employee's information. I am guessing he has filled more than a few propane tanks, so if there is a discrepancy, it came from the person you trust with all of the safety overflow valves, etc. He is also the one who told me how much he put into the tank. That is true. If it is true in my case and it is true the person at the register says there is no partial fill price, you are charging customers more than the per-gallon price for propane. Your manager said the same thing when I asked him about partial fill on these tanks. He said there was no price for that. I then said "I guess I learned something today" to which he replied "I guess you did." The amount of overcharge is dependent on how much is left in the tank. I can see why you would contest that point in the most exact language of your response as it is fraud. You did it. You did it to me and your employees said that was standard practice so you ARE doing it to other people. The other points of my complaint, again, "undeterminable [sic]." Oh, by the way, did I mention he told me to "go back inside because we do have a partial fill price, but I'm not sure how it works." Did he tell you I had him reset the counter to see how much went in? Did he mention the conversation we had about my new 5th wheel, how I wanted to know how much the hot water heater and fridge had used so I could gauge the tanks? I bet not, because again, no one seems to remember me.I specifically asked your manager, who I waited on hold for 15 minutes to answer the phone, the questions he claims not to remember.Finally, as to "If there is anything we can do to encourage this customer to continue to bring their business to us, as we do value it, we would ask that if the tank is not full when he brings it in to request that the tank be filled by the gallon when they come in, so that we can avoid that this ever occurs in the future." I would say this:I did ask to be filled and charged by the gallon. I asked the person at the register. I asked the person at the fill station. I asked the person at the register (tall kid, 20s maybe, glasses). I asked the manager on the phone. The indeterminable error is your employees are not being truthful. When would you like me to meet you at the location to point out who I talked to ? Integrity is an integral part of who I am and the lack of integrity in your employees is staggering. I am repeating myself so it will be clear the chain of events. I do not care about being refunded. I came in contact with three of your employees. The length of your letter shows you spent considerable [redacted]e investigating said matter. I don't hold you at fault, however, because your employees refuse to be transparent this "undeterminable error [sic]" of roughly a roughly $12.00 overcharge compounds the problem. And as you can see, it has provided fuel to educate consumers in Olathe (pun intended) that while you certainly seem to talk a good game, the employees a customer comes in contact with at the store do not uphold the same values. The point of my complaint is to make sure other folks who want to top off tanks are not defrauded by your company. I chose that word carefully because while you say that doesn't happen and that I made some omission during my visit to your store, frankly, that is just not true. I did everything your letter suggests I do to avoid this confusion and your employees overcharged me.While you seem to be honest and forthright, the employees at your location are doing the company a disservice. Had you written me to say "they did not realize there was flexibility," "Yes they recall Mr. [redacted] as his name was on the debit card he used at 11:30 AM on Contract #[redacted]" or something similar, I would accept your apology, and still not ask for a refund. I would go take down my reviews outlining the incident. Instead, your response states I made an error by reporting what your own employees (3 of them in case you missed it) told me, and they don't remember me? I hope I have helped clarify the error. However, this is still a he said/they said matter which will not likely be resolved via any online complaint forum. Resolution relies upon the integrity of the parties involved, which means you need to hire such persons. This is why review sites and the Revdex.com exist. It provides consumers a place to tell their side of the story. I can assure you I have begun to share the story with the RV community in this part of Kansas, Missouri, and Oklahoma where I camp so they can make informed decisions when purchasing propane. I plan to send it to the Olathe Chamber of Commerce as well as any other local consumer advocacy groups I can find at this point. Not over 12 bucks, but the flawed argument your employees forced you to make. If you have been camping in an RV, you don't wait to run out of gas to fill the tanks.Regards,
[redacted]
Please see attached
[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 as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:I apologize for the delay in...
replying as I have been out of town.
I will be happy to return to the store and point out who I talked to, who filled my tank, and the same person at the counter when I reentered the store to ask again why I was being charged the rate for a full tank. I am guessing that is a bad idea as it would put them in a situation where they would be confronted with their own lie. Further, I called the store, and asked to speak to a manager. Your employees are not being truthful or are vic[redacted]s of short term memory loss. I take it the tall young man with glasses who was there when he sold me the gas and I asked him about partial fill-ups, returned back to the register after the other employee told me to go back in and tell the person at the register how much he put in, and again asked him about partial fill ups, gave me coupons, and rang me up 11:30 am on 6/22/16 according to my receipt is unidentifiable? I came back in the door around 11:40 to ask him again about the partial fill-up. I also assume due to the mystery surrounding my presence at the store that there is no accountability for who is at the register? No camera covering said transaction? The manager who seems to remember my call (but not that it was a complaint) doesn't know who he had on the register that morning handling money? Seems sloppy or at least less than believable. I drive a large 3/4 ton red Ram 2500. Look at the tape. I may have been wearing a Marine Corps hat. Or, again, I can meet you at the location and show you who I talked to. However, as I deal with children I would imagine, just as your employees have done with you, they will deny, deny, deny. Let's put this in perspective: they work for you and seemingly have something to lose by not providing the service you say the company would if my intentions were clear. Now they deny every having a customer in who said anything about "topping off." I don't want my money back. I am upset about the principle of the matter. I am so upset I filed a Revdex.com complaint and, again, I don't want any money. What possible motivation could I have for "discrepancies"in my statement if I don't seek financial recompense? I have owned several RVs and several more propane tanks and this was not a complicated matter where I got my facts mixed up. The gallon numbers came from your own employee. I don't know you nor anyone who works at your store. I have rented a number of different items from Bledsoe's and never had a complaint nor do I know anyone who has. This is about integrity, fairness, and as your letter points out, doing what is right.I will tell you that if you run an online review service (Facebook) and take a complaint on the 22 June, don't respond until the complainant again posts on 27 June about the lack of response, you might find the complainant is further aggravated by what he already deems poor customer service. The employees at the your store on June 22 refused to do exactly what you said Bledsoe's would be happy to do. I did asked to be topped off and asked several [redacted]es while in the store to be charged only for the propane that was actually put in my 30 pound tank. In fact I went to the register twice asking that question. They refused to do so and said they could only charge a full tank price. That is true. Not "undetermindable [sic]". Further, if you are filling a 30 pound tank that is less than half full and charging a full price for the service, you are charging 200 plus percent more than the price of your product. I have a 30 pound tank which the employee who filled the tank told me holds 8-10 gallons of propane. That is what I was basing my numbers on--your employee's information. I am guessing he has filled more than a few propane tanks, so if there is a discrepancy, it came from the person you trust with all of the safety overflow valves, etc. He is also the one who told me how much he put into the tank. That is true. If it is true in my case and it is true the person at the register says there is no partial fill price, you are charging customers more than the per-gallon price for propane. Your manager said the same thing when I asked him about partial fill on these tanks. He said there was no price for that. I then said "I guess I learned something today" to which he replied "I guess you did." The amount of overcharge is dependent on how much is left in the tank. I can see why you would contest that point in the most exact language of your response as it is fraud. You did it. You did it to me and your employees said that was standard practice so you ARE doing it to other people. The other points of my complaint, again, "undeterminable [sic]." Oh, by the way, did I mention he told me to "go back inside because we do have a partial fill price, but I'm not sure how it works." Did he tell you I had him reset the counter to see how much went in? Did he mention the conversation we had about my new 5th wheel, how I wanted to know how much the hot water heater and fridge had used so I could gauge the tanks? I bet not, because again, no one seems to remember me.I specifically asked your manager, who I waited on hold for 15 minutes to answer the phone, the questions he claims not to remember.Finally, as to "If there is anything we can do to encourage this customer to continue to bring their business to us, as we do value it, we would ask that if the tank is not full when he brings it in to request that the tank be filled by the gallon when they come in, so that we can avoid that this ever occurs in the future." I would say this:I did ask to be filled and charged by the gallon. I asked the person at the register. I asked the person at the fill station. I asked the person at the register (tall kid, 20s maybe, glasses). I asked the manager on the phone. The indeterminable error is your employees are not being truthful. When would you like me to meet you at the location to point out who I talked to ? Integrity is an integral part of who I am and the lack of integrity in your employees is staggering. I am repeating myself so it will be clear the chain of events. I do not care about being refunded. I came in contact with three of your employees. The length of your letter shows you spent considerable [redacted]e investigating said matter. I don't hold you at fault, however, because your employees refuse to be transparent this "undeterminable error [sic]" of roughly a roughly $12.00 overcharge compounds the problem. And as you can see, it has provided fuel to educate consumers in Olathe (pun intended) that while you certainly seem to talk a good game, the employees a customer comes in contact with at the store do not uphold the same values. The point of my complaint is to make sure other folks who want to top off tanks are not defrauded by your company. I chose that word carefully because while you say that doesn't happen and that I made some omission during my visit to your store, frankly, that is just not true. I did everything your letter suggests I do to avoid this confusion and your employees overcharged me.While you seem to be honest and forthright, the employees at your location are doing the company a disservice. Had you written me to say "they did not realize there was flexibility," "Yes they recall Mr. [redacted] as his name was on the debit card he used at 11:30 AM on Contract #[redacted]" or something similar, I would accept your apology, and still not ask for a refund. I would go take down my reviews outlining the incident. Instead, your response states I made an error by reporting what your own employees (3 of them in case you missed it) told me, and they don't remember me? I hope I have helped clarify the error. However, this is still a he said/they said matter which will not likely be resolved via any online complaint forum. Resolution relies upon the integrity of the parties involved, which means you need to hire such persons. This is why review sites and the Revdex.com exist. It provides consumers a place to tell their side of the story. I can assure you I have begun to share the story with the RV community in this part of Kansas, Missouri, and Oklahoma where I camp so they can make informed decisions when purchasing propane. I plan to send it to the Olathe Chamber of Commerce as well as any other local consumer advocacy groups I can find at this point. Not over 12 bucks, but the flawed argument your employees forced you to make. If you have been camping in an RV, you don't wait to run out of gas to fill the tanks.Regards,
[redacted]