Central de Cruceros de México, S.A. de C.V.

This customer was on the budget program, where she paid a set amount each month for her propane. Her household called for a delivery, their tank was on 50% when they called, on a propane tank, 80% is fullAt 50% the Customers tank had gallons in itA snow storm was predicted, the Christmas holidays were upon us, Virginia had just released the fuel assistance vouchers, and the weather was very coldWe were trying to work as many customers as possible that were in need of a delivery The customers boyfriend called the office numerous times insisting that we come out there and make a delivery to them, he was abusive to everyone who spoke with him on the phoneHe insisted they were out of gas. The Customer’s boyfriend was told we would dispatch a driver to the customer residence, but if they were not out of gas, there would be an emergency delivery fee. Our drivers were book up and we were prioritizing deliveries based on need. When we arrived and made the delivery, the customer residence had gallons of gas in the tankWe had tried to reason with the customer household, they were informed of the pending emergency delivery fee and yet they still insisted they were out of gas. The comment made by our CS representative was not intended to offend the Customer, only an attempt to reassure the Customer that there was no fear of her running out of gas during the night. We have reminded our CS representative that her comments about her dogs may be offensive to some people and she should refrain from making such commentsThe Customer has a history of claiming they are very low and need a delivery nowWe try to accommodate our customers with prompt courteous service, but when the weather is very cold and demand is high we sometimes have to prioritize our deliveries. It is unfortunate, but when a customer has plenty of fuel in there tank, we will sometimes request they wait for their delivery so that true emergencies can be taken care of When we arrived at the customer’s house their tank was on 35% not 10% like they claimAt 35% in a gallon tank is over gallonsThe customer was in no way even close to being out of LP GasThe customer had three numbers listed on her account. These phone numbers are provided by the customer and are used by our employee’s to contact our customersIf the customer provided her mother’s phone number to us, we were not aware that the customer did not want us to use that contact numberThe customer signed a contract with usThe fact that there is a pickup fee is stated in the contractThe customer’s request for us to remove her tank was an acceptance of that feeI have enclosed a copy of that contract

Revdex.com: I have reviewed the offer and/or 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 Their is no offer to resolve this issue with MWWThey stated that they required a day notice to cancel the contractI cancelled the contract in Aug of Charges were posted to my account in Feb and May of which is outside of their own "policy." Regards, [redacted]