Campora, Inc.

Hello, I spoke to the Campora business manager *** this morning, he apologized for what happened, refunded my last purchase payment and reviewed their policy and spoke to employees involved and assured me this would never happen again to any other customers.. I am completely happy with the response from Campora..*** ***

Revdex.com:
I reserve the right to respond after the disputed amount is fully refunded

Mr*** will be contacted and taken care of immediately, we will honor our warranties and will make sure to execute a viable solution to resolve any and all issues at this property, my apologies for the delay we will get everything taken care of as soon as possible *** ***

this issue was completely resolved we did not charge him for half of the job cost and returned to repair and address all issues while still keeping his warranty

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

From: Devin S[redacted] Sent: Wednesday, January 17, 2018 10:00 AM To: [redacted] Subject: [SPAM?] Fwd: complain #[redacted]       We will be refunding the customer for the deposit and we are still working on getting it out to him.

In response to complaint [redacted] the customer had water in his basement, we sent a service crew as soon as we could to resolve the issue. I have not heard from [redacted] ever since. Thank you, Kerry A[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

In response to complaint #[redacted] we have communicated with our customer and have apologized for the delay. We were able to make an appointment with him to replace his sump pump. So in short, I'd say it's resolved. Thank you.Regards,Kerry A[redacted]Service DepartmentADBS

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Response to [redacted] Complaint- I have looked at the complaint by Mr. [redacted] and have come to the conclusion that we did indeed make a few mistakes with this customer. Before this complaint was logged with the Revdex.com we were already looking at the string of calls that were made over the weekend to...

see what was going on. As I tracked it down it all started when the Angels Camp office decided to lock off Mr. [redacted] thinking he had moved. Then he called and another CSR took his message and forgot to remove the lock before the weekend. On Saturday Mr. [redacted] called our answering service and the message was given to the person on-call. He attempted to call Mr. [redacted] immediately and the number that he had given to the answering service was not in service. This also could have been the answering service writing the number down wrong. Our on-call person then called the service back to verify the number and it was the same. At that time he instructed the service to give Mr. [redacted] his cell number if he called back. Mr. [redacted] did call back on Sundayand a manager called him back and the manager called our on-call rep to remove the lock. This was done on Sunday afternoon. Although we try to be the best at customer service we are human and do make mistakes. We are in the process of refunding Mr. [redacted]'s last delivery as a result of our error. This would have been a typical complaint resolution even if the Revdex.com was not contacted. We consider this matter closed and will be contacting Mr. [redacted] today with our findings. Thank You, [redacted] Regional Manager Campora Propane [redacted]

We have reached out to Mr [redacted] immediately following initial complaint . We are scheduled to arrive ate his home on Friday April 3rd 2015 to assess and remedy the problem.

[redacted] has since been reimbursed. The person responsible for her complaints has been terminated due to this and many other neglectful situations on his behalf. [redacted] has cashed her reimbursement check and an apology message for the inconvenience was left on her voicemail when reimbursement...

check was sent out.

After reviewing this complaint I did an in-house investigation of the allegations and this is the timeline and actions that were found:1/23/17 customer ordered fuel, no percentage given.  Requested 175 gallons, prepaid.  Customer was told at that point that the delivery would be made next...

week, the week of January 30th.2/1/17 customer called to let us know that he was out of gas and became belligerent, cussing and yelling when he was told that we were not in the area on that day.  Customer was given the option of paying an after hours fee to get the delivery on that day.  Customer refused and told us to pick up our tank.  Customer called again the same day.  I spoke with him and took a little bit of time to explain the Will Call policy.  I explained that he needed to be sure to call in between 25 and 30%, I explained that the delivery would be scheduled for the following week which begins on Monday and in the winter months could extend through Sunday (not just Mon – Friday) and in some weeks during the winter could take up to 2 weeks.  In this case, it would not as we had plans on getting there in the current week.  Customer again became belligerent, cussing and yelling and told me to come get our tank.2/3/17 we ran this delivery area.  We attempted to contact customer just to be absolutely certain that he didn’t want the delivery as we were not certain that he was able to find another company to deliver to him in a timely manner.2/27/17 customer called in to check on the status of his refund for prepayment of his credit card.  Customer was told that the tank is scheduled for pick up on Monday March 6th and the refund request would be submitted when the tank was back in the yard.  Customer became belligerent, cussing and yelling and hung up on the CSR.With that being said.....it would seem that we could have handled things on our end a little better.  It would also appear the customer could have been less volatile and a little more respectful to our office personnel.  We never want to disappoint our customers.  Our customers are always priority one with us.  At the same time we will not let our office personnel be verbally abused.Here is what has happened going forward:2/27/17-  Customer's credit card was refunded for the full amount.2/28/17 - The tank on customer's property has been picked up and returned to Campora. Thank you,[redacted] COOCampora Propane

On 5/8/15 we removed our Campora owned propane tank from Mr. [redacted]’s property as instructed by Mr. [redacted] on 5/1/15.  Mr. [redacted] initiated service with Campora at his home in August 2014.  At that time he completed all required paperwork to open an account with Campora, including a “LP Gas...

Sales Agreement”.  The terms of this agreement do state: **Campora also reserves the right to charge for regulatory fee, emergency deliveries, final read fees, equipment removal, pump out and/or restocking fees under appropriate circumstances and when no prohibited by law.  Prices and fees in effect as of Agreement Date are subject to change without notification.  Campora may increase/decrease its price and fees are reasonably needed due to market fluctuations and other factors.  Current prices and fees will be available at the local Campora office.  Early Termination Fees shall be payable if Customer terminates the Agreement prior to initial Term. When Mr. [redacted] entered our establishment on 5/22/15 to dispute the tank removal fee that had been charged to his account.  It was explained to him that the fee was justified per the Campora Sales Agreement and is actually a fee that is commonly charged industry-wide.  The fee represented an hour of our regular labor rate.  Mr. [redacted] demanded to see a posted fee schedule stating “your Sales Agreement says you must have one posted in your office”  I explained to Mr. [redacted] that the Agreement actually states that the current prices and fees were available at the Campora office and that we had provided him with that information with our explanation. Mr. [redacted] has a very strong opinion that he was a victim of price gouging and that Campora was unfair and deceptive.  I would like to put those accusations to rest as this is absolutely not the case.  Campora has acted in accordance with the Agreement that we entered into with Mr. [redacted].  At this time I feel it is in the best interest of both parties to refund the labor fee.  Mr. [redacted]’s satisfaction is far more important than an $80 labor charge, whether he is a customer or not.

Review: I called Campora on 5-1-15 to pick up their tank and cancel any and all services. The lady got my name and address and then hung up on me. Two weeks later the tank was finally picked up. The following week I received a bill for $80.00 for labor and "charge tank removal fee per sales agreement". There is NO agreed upon charge for tank removal per the sales agreement. The small print says "current price and fees will be available at the local Campora office". I went into the office to see the current price list and they did not have any such list available for viewing when asked. They said they did not need to have such a list and could charge whatever they deemed necessary. I inquired amongst other local propane businesses if they charge for tank removal and they all emphatically said "No they do not".I believe this is an unfair and deceptive practice and price gouging by Campora Propane.Desired Settlement: Due to their not producing a price list and no such price is stated on the agreement I want a full refund of my $80.00.

Business

Response:

On 5/8/15 we removed our Campora owned propane tank from Mr. [redacted]’s property as instructed by Mr. [redacted] on 5/1/15. Mr. [redacted] initiated service with Campora at his home in August 2014. At that time he completed all required paperwork to open an account with Campora, including a “LP Gas Sales Agreement”. The terms of this agreement do state: **Campora also reserves the right to charge for regulatory fee, emergency deliveries, final read fees, equipment removal, pump out and/or restocking fees under appropriate circumstances and when no prohibited by law. Prices and fees in effect as of Agreement Date are subject to change without notification. Campora may increase/decrease its price and fees are reasonably needed due to market fluctuations and other factors. Current prices and fees will be available at the local Campora office. Early Termination Fees shall be payable if Customer terminates the Agreement prior to initial Term. When Mr. [redacted] entered our establishment on 5/22/15 to dispute the tank removal fee that had been charged to his account. It was explained to him that the fee was justified per the Campora Sales Agreement and is actually a fee that is commonly charged industry-wide. The fee represented an hour of our regular labor rate. Mr. [redacted] demanded to see a posted fee schedule stating “your Sales Agreement says you must have one posted in your office” I explained to Mr. [redacted] that the Agreement actually states that the current prices and fees were available at the Campora office and that we had provided him with that information with our explanation. Mr. [redacted] has a very strong opinion that he was a victim of price gouging and that Campora was unfair and deceptive. I would like to put those accusations to rest as this is absolutely not the case. Campora has acted in accordance with the Agreement that we entered into with Mr. [redacted]. At this time I feel it is in the best interest of both parties to refund the labor fee. Mr. [redacted]’s satisfaction is far more important than an $80 labor charge, whether he is a customer or not.

Consumer

Response:

I reserve the right to respond after the disputed amount is fully refunded.

Review: the company never did whatsaid they were going to do and the last phone call the lady was very disrespectful and rude.

we replace our stove so my house no longer used propane I called the company to ask them what my options were for the 40% of propane I had in the tank. they response all sales are final. I replied ok thank you I will have someone pump it out and call to have the tank removed. I got a letter in the mail after that saying I was in default of contract because I was having another company fill the tank sp they were coming to get the tank. I called back to explain I was not having it filled by someone else. I explained that my house doesnt use propane anymore. I explain that I was having a family friend come and pump it out to put it in my dads tank. they said ok and came out the next day and put a lock on the tank. this made it so I couldnt get my propane out. I called the company and asked for them to remove the lock and explained again what my intention were. they tried telling me by law I have to put 2xs the size of the tank of propane in the tank a year and I have not so they are taking the tank. I said ok and explained again my house doesnt use propane and please take the lock off for a week so I can get the propane out. they said oh ok but never did it. I than recieved a call from a lady who I must say was so rude and disrespectful I had to give the phone to my husband to try to handle the situtation. we both explained to the lady our situation she called us both liars and said she was coming to get the tank with a sheriff we reply we dont want the tank just our propane so if they could please remove the lock and pick up in a week. they never removed lock and took the tank with my propane inside.Desired Settlement: my propane back

Business

Response:

Initial Business Response

Contact Name and Title: [redacted] Manager

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted].com

Ms. [redacted] entered into contract with Campora Propane on 7/12/12. At that time she signed a service agreement that stated specifically that the customer agrees to purchase propane at least two times the size of the tank annually. Ms. [redacted] has a 250 gallon tank at her home. In addition the service agreement states that the customer will rent the 250 gallon tank for $60.00 per year. Campora Propane owns the tank and only Campora may service the equipment. Since that time Ms. [redacted] has not purchased any propane from Campora and had not paid the annual tank rental fee. Ms. [redacted] contacted us on 7/2/13 and told us that she had removed all propane appliances from her home and would like us to either sell our propane tank to her or refund her for the fuel remaining in the tank. Ms. [redacted] told us that the propane had been delivered by another propane company. The tank is owned by Campora propane and per the Campora service agreement is not to be filled by another company. We let Ms. [redacted] know that we would not be refunding her for the fuel but we would give her ample time to have the fuel removed prior to us removing the tank. 3 months later on October 2, 2013 we sent a service technician out to check the status of the tank. We found the tank still with fuel in it. Customer still states that all fuel appliances had been removed. For the safety of the customer and the company we locked the tank off as no propane appliances were in the house, but open gas lines would still exist. The apparatuses that we used to lock the service would not have prevented another propane company from removing the fuel from the tank. On 10/9/13 Campora Propane sent an official letter of intent letting Ms. [redacted] know that we were picking up our equipment on 10/22/13. The letter told Ms. [redacted] that she had that timeframe to have the remaining propane removed if she wished. If the propane was not removed the tank would be picked up with the remaining propane intact. Ms. [redacted] called us to let us know that we were not giving her enough time. We explained that the process had actually begun 4 months earlier in July and that she had been given ample time to remove the fuel. We told Ms. [redacted] that we would be coming to remove the tank on 11/7/13 and we seek the assistance from the Placer County Sheriffs' Department if necessary. We were able to remove the tank on 11/7/13 without incident. Ms. [redacted]'s 40% was still remaining in the tank. The tank was delivered back to our homebase at 20221 Paoli Lane in Colfax, CA. The fuel stayed in the tank for one week waiting for Ms. [redacted]'s phone call. The fuel was removed from the propane tank and pumped into a delivery truck on 11/18/13. At this time we would still be willing to release Ms. [redacted]'s fuel. She would need to have her propane provider of choice come to our yard to pick up.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I NEVER had another propane company put propane in the tank. I express this several times NO ONE touch the tank but them. the lock went on way before 10/2/13. I did have a company come out to get the propane out of this tank and put into dads tank. they told me they could not because of the lock (that I asked to have remove and if they removed I would have no problem giving them the tank on the 10/22). the lady on the phone when I called back said they would take the lock off so I could get my propane. so if a different company tells me no and compora said the lock needs to be off. why would I think the propane could come out. but they never took the lock off after the lady said they would. I can not afford to have a propane company drive out here multiple times to check if they could pump my tank.the rental fee that I did not pay was for the next year and I was working on trying to get the propane tank back to them is why I called in the first place and my gas is just sitting there and they are waiting for my call. after the company treated me ike that why would I call to get treated like that why cant they just put into my dads tank which is also there tank. needless to say on all of this no one address the fact the lady on the phone had no right to talk to me like that. a customer service rep shouldnt never call you a liar and threathen you.

Final Business Response

As stated in my previous response the fuel was not kept from Ms. [redacted]. The tank fill valve was locked making it only possible to receive fuel into the tank by Campora Propane. This did not prevent fuel from being removed by another company. We attempted to give Ms. [redacted] ample time to have her fuel removed from our tank but she failed to do so. We had no choice but to remove our tank with her fuel in it.

Also as previously stated, Campora Propane has offered a solution to Ms. [redacted]'s complaint. We are currently storing her 40% (100 gallons) fuel here in our storage tank. The fuel may be picked up from our storage tank by a propane provider of her choice to be delivered to a destination of her choice. We will continue to store her fuel until January 15th. After that date we will consider her property abandoned and will no longer be held responsible for it.

Another option that can be offered to remedy Ms. [redacted]'s complaint would be to deliver the 40% (100 gallons) to a Campora Propane tank. Ms. [redacted] mentions her father in her complaint. If her father's tank is owned and serviced by Campora Propane then we would be happy to deliver the fuel there. If the father's tank is owned by another propane supplier then Campora will not be able to offer this solution.

I encourage Ms. [redacted] to contact me personally so we can work on reaching a compromise. I left a message left for Ms. [redacted] on XX-X-XX but the call has not yet been returned. My name is [redacted] and I can be reached at (XXX) XXX-XXXX Monday through Friday from 8:00 a.m. - 5:00 p.m.

Review: Paid in advance for propane and it was never delivered when promised. 10+ days is too long to wait, especially when I prepaid. Also when I asked for a refund they told me it would take 6 weeks or more.Desired Settlement: I don't want anything because I'm not going to wait 6 weeks for a refund. I just want my propane deliver in a timely (ie, 5 business days or less) manner. Especially if I am going to pay for it in advance.

Business

Response:

We spoke to Mr. [redacted] on 06/12/2014 to address his concerns regarding a timely delivery. We gave Mr. [redacted] the option of having his money refunded to him as a credit on the credit card he purchased the fuel with or we were going to be making the deliver the following day 06/13/2014. Mr. [redacted] decided that the delivery would best suit his needs in lieu of the refund. Mr. [redacted] did receive his delivery on 06/13/2014 as promised per our phone conversation on 06/12/2014.