Center State Propane

Mr. [redacted] became a customer with our company on 8-29-17 and his account was set up as"cash on delivery" and "will call" when he needs a delivery of Propane. We explained to him that we require "will call" customers to contact our office when the gauge on the tank gets to 30% so that we can schedule...

his deliveries when we are in the area; generally we are in every delivery area at least once, but usually twice a week. We installed Propane tanks on 9-8-17 and collected a check for full payment for the Propane.Mr. [redacted] contacted our office on 11-27-17 stating he applied for HEAP and his grant was sent to his old Propane supplier, [redacted]. He contacted our office again on 11-29-17 wanting to know if we had received any money from HEAP and we told him no, he then placed an order for 125 gallons of propane and paid by credit card. We delivered to him on 11-30-17, as we were in his area that day.Customer contacted our office on 12-21-17 inquiring if we had received his HEAP grant yet and we replied no, we haven't received anything and suggested he contact his HEAP office,as he stated he was getting low, but didn't want to place an order for Propane and wanted to wait for.his HEAP grant to come in. He called back on 12-26-17 inquiring about his HEAP again and we explained we cannot deliver without prior authorization from HEAP, so he placed an order for 125 gallons and stated he was at 15% in his tanks and paid by credit card. He asked when he would get his delivery and we told him we would get his delivery to him when we were in the area, which would be within two days from today. He asked if he could get a delivery sooner and we told him if he was requesting a delivery sooner than that we would have to charge an "Off Route Fee" of $125 to send a truck out of his delivery area to make a special delivery. He refused the "Off Route Delivery".Mr. [redacted] called our office on 12-27-17 very irate that he hadn't received his delivery yet.We explained that the driver would be in his area tomorrow 12-28-17 unless he wanted to pay an off route fee of $125 for an emergency delivery. He blew up and was very unreasonable and belligerent, accusing us of ripping him off.My customer service team did nothing wrong. He was upset with himself and took out his frustrations with my employees. We made the fuel delivery to him on 12-28-17 as we told him. My employees do not profit from the $125 off route fees, nor are they on any compensation plan to be compensated by our off route fees, merely we charge $125 to help defray the expense of sending a delivery truck off route to make a delivery.We received $701 Guarantee from HEAP on 1-3-18 for Mr. [redacted]. My office contacted him to let him know we received his grant and he was very appreciative of our call.If I can be of further assistance, please contact me.Respectfully,Kevin [redacted] General Manager Center State Propane LLC