Christian & Davis, LLC

Initial Business Response /* (1000, 5, 2015/10/27) */
Contact Name and Title: Melissa [redacted], GM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@propanepeopleinc.com
We have a set procedure when a home is sold and/or people move out. We were informed by owners in March 2015 that the...

home was sold and [redacted] was going into a nursing home. From March till June we didn't hear from anyone at that address. We sent a letter in June to Current Customer, NO RESPONSE. We sent our service tech out in July to check on things. Tech left a copy of the service work order to check on home and tank, STILL NO RESPONSE. Miss [redacted] called in August and was asking on prices and we had told her that that was our propane tank and we needed to set up and account. In order to do this we must have at least a DOB or SS number. She would not give us this info, said she may not stay with our company. Sent another letter in Sept about staying with us or not, NO RESPONSE. This letter stated she had until 15days past the letter date to let us know or we would be out to pick up our tank. Letter date was Sept 16,2015. NO RESPONSE and so we picked up the tank on October 19th. We got a response!! Miss [redacted] called in and was very very rude to our CSR, telling her we stole her tank and propane and that we were going to bring back the tank and her propane. Our CSR said we had given plenty of notices and that she would have to talk to the GM, [redacted], which is me. She said how ironic that was. Miss [redacted] called on Oct 21st 2015 and we talked, I tried telling her over and over again we have a procedure for these things so our property(Tanks) don't get stolen or moved and such because this does happen, a lot, which is why we keep a close eye on homes that are empty or sold. I asked for proof that the propane was indeed hers because we had not set the account up in her name the money should go back to the original owner. She gladly emailed that to me and I read where it could say and in a legal wording way did say the propane was to go with the property. At that point I emailed her back and said I would get the refund going for her and that I was sorry this whole thing had happened, all we had wanted to do was for her to get the account set up. What people don't realize is that we are responsible for those tanks and if anything had happened and we don't know who or where the customer is then we can't help. I did not respond to her email because I am very busy and I had already told her I was going to refund her. When I read her email yesterday because that's when I got to my emails she had already made this complaint. WE ARE NOT A BAD COMPANY. WE ARE ONLY TRYING TO KEEP THINGS IN ORDER AND IF PEOPLE MOVING INTO HOMES CAN'T UNDERSTAND THAT THEN I JUST CAN'T HELP THEM. We never ever refused to give her money back for propane and after picking up the tank due to Miss [redacted]'s lack of setting up an account I am and will not put a tank back for her. I have emailed Miss [redacted] this am and scanned her a copy of the check that will go out in the mail tomorrow. I have the emails back and forth from all of this as well. I hope we are done with this and I did apologize to her and wished her well. She was very nice to me and I didn't think we had a major problem because she was so nice and we had it resolved last week on getting her the refund.
OFFER:
We have refunded Miss [redacted] for the propane that was left in the tank. She said 75%, when picked up it was at 60%. That is 300 gallons @ $1.90, which is what the previous owner paid for it, minus our standard restock fee. The check will be mailed out on 10-28-15.