CoEnergy Propane LLC

IHave tried to resolve this issue and as you can see from the email pasted below, we have apologized and offered the complainant his money back in cash After the email, the complainant called and said he would not meet with MrD [redacted] because of he said he had already met with him, which is not true MrD [redacted] has never met or talked to the complainant, and is authorized as the Sales & Service Manager of the Albany operation to handle this issue He was told that the Complainant may stop in and MrD [redacted] was prepared to meet with him and give him his money in cash, after he refused the earlier credit certificate Not sure what else we can do to resolve this if the complainant is not willing to meet with management Below is the email chain I was referring to; From: Randy C [redacted] [mailto:***@coenergy.net] Sent: Wednesday, July 20, 1:AMTo: ' [redacted] ' < [redacted] @gmail.com>Cc: [redacted] coenergy.netSubject: RE: Problem at Albany store ***, I’m sorry to hear of you dissatisfaction with CoEnergy Propane I apologize for this and can assure you that there was no intent to treat you in a bad way or to overcharge you for services rendered I understand that you talked to Tanner F [redacted] when you brought the cylinder in, but it was a new employee that did the work on it Tanner was lucky enough to get a job with the State of Oregon and I have no doubt he will do get there, but he did leave CoEnergy and we did hire a new employee to fill his position He did not intend to do something without your approval, he simply misunderstood what Tanner wrote on the ticket Therefore, to get your cylinder fixed as quickly as possible for you he did what he thought was needed to be done I was told of the situation and authorized you to get a instore credit for the difference in what you said was your budget I know see that you are refusing this credit which is your choice and I will give you $out of my pocket to resolve this issue I will be at my office in Redmond on Thursday and Friday of this week and at a meeting on Tuesday through Friday of next week If you would like to stop in any time after 9:AM on Thursday or on Friday, you could speak to Dee D***, the Sales and Service Manager for our Albany location and we will be happy to talk with you I will make sure that you $in cash is with him so you can get that at the same time Again, I’m sorry that you had this happen I will be talking with all of my employees about this situation to make sure that they are all aware of what happened and what should have been done so others will never have this happen to them Respectfully, Randy [redacted] C [redacted] From: [redacted] [mailto: [redacted] @gmail.com] Sent: Wednesday, July 20, 11:AMTo: ***@coenergy.netSubject: Problem at Albany store Dear Mr C***, Recently I had some work performed at your Albany store that was done without contacting me with a quote, as requestedI was then misquoted prices and when I came in had one of the ladies behind the counter yell at me, "If you dont like it then don't come back." I filed a report with Revdex.com and was offered a gift certificate by someone on your staffI refused because at this point I don't want to do business with a company that yells at customersWhether im spending $or $I should be treated the sameI also refused the resolution as I had requested an apology from either owners or mgmt,neither of which were included in your companies reply theough Revdex.com I am currently out of town but will be in Albany this coming Monday and FridayIt is my hope that you may have some time in your day that I might be able to come in and talkIf this issue doesnt warrant your time please let me know and I will leave everything in the hands of the Revdex.com Thank you for your time, [redacted]

CoEnergy has alrady agreed to write off the meter rent from July of to now The customer agreed to pay for what she used from July to july of but did not follow through with her agreement with us to send in a check for the balance CoEnergy has not records of her husband calling and we keep records of all customer calls We have agreed to write off the meter rent from July of to this point and the customer is responsible for the propane that they used as well as meter rent for the time in which they used that propane

In doing some research, we have no contract for any Pre-Buy agreement from the [redacted] . We have only received one call of record from the customer, on 1-14-16, at which time they told us of this issue. At that time, they were asked to find out when there purchase of propane took place... from their credit card statement, because our records show no such purchase. This would give us a date to look for the missing payment and would also tell us how many gallons they asked for. To date, we have not been given this information. At this time, the [redacted] 's were given a credit of 29.9 cents per gallon on there account, pending the receipt of the information from their credit card. If we had this information, we could have resolved this information long ago. All this being said, CoEnergy Propane has no problem help find a resolution to this issue and will gladly give them the credit if we can see when they were charged for the propane in question, how much they were charged, and for how many gallons. The Pre-Buy contract pricing changes each month and we need a signed contract for the quantity purchased. This contract also states the policies that are in effect for the purchase, so without a contract, the customer does not no what his or her requirements are and what restrictions are part of the agreement. I would think that the customer would want to know these things and I'm afraid that without it, there could be other misunderstanding. So, I need the information from the customer so we can backdate a contract for them and get them their credit.

Complaint: [redacted] I am rejecting this response because: My husband called Coenergy on my behalf in August to complain that this was not my bill. He was informed that if the bill was not paid, then the service would be cut off. He said that was good. It should be cut off. Was it, or is Coenergy continuing to charge each month? Sincerely, [redacted]

Dear Sir, Tanner F [redacted] is no longer a part of the CoEnergy family due to an opportunity to work for the state of Oregon's correction's departmentHe is a young man, married in and the option of a career with the state was too good for him to pass upWe sincerely apologize for the resulting lack of communication on CoEnergy Propane's part That being said, there should have been better communication with a job that was left as outstanding upon his departureWe would like the opportunity to make this right with you and therefore we will have a certificate waiting for you in the office valued at the $you indicated was above your budgeted amount for the services We hope that you give is the opportunity to show you the kind of customer service CoEnergy Propane prides itself on, and utilize the certificate we have waiting for you Best Regards, Dawn W [redacted] on behalf of CoEnergy Propane Management Team

I am in receipt of this customers complaint, and I know that we have agreed to make a delivery to him tomorrow, but the reason that he has not gotten a delivery is that his account is over days past due. Our agreement with all our customers it that they must keep their account balance
current to avoid this kind of situation. The person that he talked to did make a mistake (she has less than two weeks on the job), she has been corrected on the issue of customer not being truthful and calling in as being out when they are not out. Customers running out of propane is serious and when it happens, it requires addition action on our part. If we have to send a driver off route on a special trip to handle an "Out of Gas" call, it takes him away form the other customers he was going to deliver too. Also required by Oregon Law, if there is an interruption in service, which an "Out of Gas" would be, the system is required to be check and certified that the cause of the outage was not a leak. So if we are called to an "Out of Gas" and arrive there to find out that it is not out of gas, there is a special trip charge that will be accessed. All of this said, that is not really the issue in this case. This customer was past due on his account. We have even went a step further by allowing him to get a propane delivery and make payment arrangements. This is outside of our policy, which is customers need to keep their account current. A copy of Mr***'s Account and the tickler notes showing that we have made arrangements with him are attached

Complaint: ***I am rejecting this response because: Part of this is an out right lieI never called to say I would not meet with MrD***Unfortunately life throws curve balls at you and a date that I was attempting to meet with D*** did not work outI ended up driving to Florida to pick up my son who was discharged early from the Air Force due to medical issuesUpon our return my wife, who has Lupus, had a huge "flair" and has required additional careAlong with working my second job in maintenance and spending uncompensated hours at the school that I work at during the school year, I have been unable to take time out of my day to get by for bucksMy apologiesI would also like to submit that CoEnergy continues to write here and on a Facebook review about how their employee left for a better job and this is why the situation was not handled correctlyThe problem was not with that employee but rather with the terrible customer service and staff members at the front desk that yelled at meI believe I stated earlier that her reply, (yelling) to me was, "If you don't like it don't come back." If my life ever slows down to where I can take minutes to come in and talk I will do thatIn the meantime do not make statements that I called and refused to come inI will gladly provide my phone records to prove that I didn'tCan you do the same to prove otherwise?Sincerely,*** ***

After collecting the information that we have, our records show that the person filing the complaint contacted our office in July of because she had received a bill in the previous tenants nameShe stated that she moved into the residence a year earlier in July of 2014, which means that the
propane that went through the meter that we billed her for was used while she was living in the residence that we service at *** *** *** Ctin ***This was the first time we had any notification that there was anyone different living in this location and using our service. Like any gas service or utility, when a person moves into a new residence, they need to turn service on in there name, which was not done for a full year. Ms*** stated in the July 2, call that she would send us a check for what she used. We mailed to her at that time all the paperwork required to put the account into her name along with an account history showing how much propane she had used. We never received a check from her nor did we receive the paperwork back. This account is a metered account, just like if the customer was using natural gas. Thus what the customer owes for is the propane that they use plus fees for having a metered system. We have no doubt that the complainant did in fact use this product, as it went through the gas meter from which she was billed. She also continued to get notices after July that she owed a balance, but until this point, never made contact with CoEnergy again
From our point of view, Ms*** did indeed use the product and services for which we billed her and does indeed owe CoEnergy for the amount shown. I would be willing to write-off the meter rent from July of until now, but the portion that she agreed to pay for and did use, she should pay CoEnergy Propane for. Attached are a copy of the notes put into our computer by Brenda B*** on July 2, from her conversation with Ms***. I have also attached a copy of the statemtn showing the balance that is owed to CoEnergy Propane

I see that the customer wrote a check on 1-22-for the gallons delivered on 1-20-16, but this is not what the claim was. AS I understand it, the customer was told on 11-24-when the tank was set that they only had a few days left to get in on the Pre-Buy. The customer told our service tech that he would call in, said that they did and paid for a Pre-Buy on their credit card. We are asking for the date that the payment that was taken on that credit card was handled, which should have been in November of to get the price quoted. CoEnergy Propane is will to even go one month further and honor that price if the charge on the credit card was in December of 2015. The check you are referring to was in January, months after the incident in question. We have already credited the January delivery to $per gallon, which was the Pre-Buy price in January. Again, we are willing to give the customer the price he was quoted if he could please show us that he paid for it, even if that payment is days late. We also still do not have a contract signed for that kind of price, which we are willing to backdate to December or to honor the price, but we will need the information requested on the credit card charge so we can get this corrected. A January payment, which is over day late for a November Pre-Buy price will not work, as January's price was higher. I believe that CoEnergy is being more than cooperative in this matter
This all being said, I want to close this issue. All of the Finance Charges ($17.56) have already been credited to the customer, I am authorizing that the final $to be credited so the customers balance is now "0". This issue will be noted on the customers account and the customer does not have a Pre-Buy Contract for special pricing. CoEnergy Propane prides itself in being honest, moral, and safe in all that we do, that is why we have contract that require signatures so all parties are aware of what is required of them. If the customer would like a Pre-Buy Contact to get the best pricing available, they will need to come to the office and purchase a Pre-Buy in advance. That is how the program works and that is what CoEnergy requires. Buy purchasing your propane in advance, we can then aquire the propane and guarantee the customer a low and firm price for the heating season

Complaint: ***I am rejecting this response because: his response is not valid. He says they have only received one call from us. That is untrue. CoEnergy came out to bid plumbing in a new propane tank
My husband hired them to do this job and their salesman Dee D*** told us that we could contract propane with them for $per gallon. My husband agreed and hired them to do the plumbing in work and called their office as Dee D*** said to do to set everything up. He gave the office lady our Visa number over the phone for the Pre-Buy contract. When they came to then fill the tankwith propane we assumed it was already pre-paid because my husband had given them the visa to set everything up. SO then we got a bill from them for the propane and my husband called their office again and said "what is this bill for? I have pre-paid this!" She replied that she had no record of a visa payment and therefore billed us AND the bill WAS NOT FOR THE AMOUNT OF $A GALLON as told to us by Dee D*** but considerably higher. She basically told my husband that they would reduce the amount slightly after talking to someone in her office, but it would not be the $!per gallon as told to us by their salesperson Dee D*** THIS IS WRONG AND FRAUDULENT.So my husband calculated the amount of gallons delivered times $!per gallon and paid that amount to CoEnergy and wrote payment in full on the check. They are still billing us for an additional amount due of $and interest monthly. I personally called their office times and talked to Brittney and Dawn and was told the General Mgr Randy C*** would call me back immediatelyNO ONE from their office has ever called us back even though I have called times to get answers. Dee D*** should be talked to and asked exactly what he told us as far as contracting at $!gallon and setting it up. It is NOT our fault if someone in their office did not set this up correctly. We have complied to them and paid them and paid them too for the plumbing in the tank work. Now they keep billing us and this manager, Randy C*** said he would respond to Revdex.com by 3-04-and finally today, days later he responds with inaccurate information. It was their responsibility to set up the contract when my husband called - NOT OURS! They are the ones at fault and lost the visa information which is very irresponsible. And now they keep billing us for an amount that we do NOT owe them. They are paid in full based on us paying what Dee D*** said was the amount and calling and giving our visa number to set up the pre-pay contract. No one from CoEnergy has called us to discuss any of this.Sincerely,*** ***

Complaint: ***I am rejecting this response because: A certificate would mean that I would be continuing to support your business which is not what I'm willing to do based on the behaviors of the people behind the counterMy request was for a refundIf you are willing to provide a check in the requested amount then I will consider the case closed.Sincerely,*** ***

Dear Mr.***,
I have performed the audit as requested from Octforward:
My findings from the
audit:
Oct 2013-Oct Billed Gal Delivered
297.44
Nov2014-Oct 2015-with shop meter added Gals Delivered
745.31
Nov 2015-May 2016 Gals Delivered
653.48
Has the leak been satisfactorily repaired at this point, do you have any lingering concerns?
We sincerely apologize for the response you have received thus far, this is not the manner in which we as a company react as a general rule to customer concerns regarding their propane serviceWe will continue to investigate the circumstances surrounding this incident
Please forward copies of the bills associated with Bend Heating responding to this issue, we will be crediting your account for these invoices, once received
In light of the length of time and lack of response on our part we will be issuing an additional credit to the account of $50.00; while this does not come close to making up for our inability to correctly identify and correct the issue we hope that it will begin to repair the long standing relationship we have had with you as a valued customer of CoEnergy PropanePlease forward the invoices from Bend Heating to ***@coenergy.net
Thank you

IHave tried to resolve this issue and as you can see from the email pasted below, we have apologized and offered the complainant his money back in cash.  After the email, the complainant called and said he would not meet with Mr. D[redacted] because of he said he had already met with him, which is not true.  Mr. D[redacted] has never met or talked to the complainant, and is authorized as the Sales & Service Manager of the Albany operation to handle this issue.  He was told that the Complainant may stop in and Mr. D[redacted] was prepared to meet with him and give him his money in cash, after he refused the earlier credit certificate.  Not sure what else we can do to resolve this if the complainant is not willing to meet with management.  Below is the email chain I was referring to;
From: Randy C[redacted] [mailto:[redacted]@coenergy.net] Sent: Wednesday, July 20, 2016 1:53 AMTo: '[redacted]' Cc:[redacted]coenergy.netSubject: RE: Problem at Albany store
[redacted],
I’m sorry to hear of you dissatisfaction with CoEnergy Propane.  I apologize for this and can assure you that there was no intent to treat you in a bad way or to overcharge you for services rendered.  I understand that you talked to Tanner F[redacted] when you brought the cylinder in, but it was a new employee that did the work on it.  Tanner was lucky enough to get a job with the State of Oregon and I have no doubt he will do get there, but he did leave CoEnergy and we did hire a new employee to fill his position.  He did not intend to do something without your approval, he simply misunderstood what Tanner wrote on the ticket.  Therefore, to get your cylinder fixed as quickly as possible for you he did what he thought was needed to be done.  I was told of the situation and authorized you to get a instore credit for the difference in what you said was your budget.  I know see that you are refusing this credit which is your choice and I will give you $20.00 out of my pocket to resolve this issue.
I will be at my office in Redmond on Thursday and Friday of this week and at a meeting on Tuesday through Friday of next week.  If you would like to stop in any time after 9:30 AM on Thursday or on Friday, you could speak to Dee D[redacted], the Sales and Service Manager for our Albany location and we will be happy to talk with you.  I will make sure that you $20.00 in cash is with him so you can get that at the same time.
Again, I’m sorry that you had this happen.  I will be talking with all of my employees about this situation to make sure that they are all aware of what happened and what should have been done so others will never have this happen to them.
Respectfully,
Randy ** C[redacted]
 
From: [redacted] [mailto:[redacted]@gmail.com] Sent: Wednesday, July 20, 2016 11:18 AMTo: [redacted]@coenergy.netSubject: Problem at Albany store
 
Dear Mr C[redacted],
Recently I had some work performed at your Albany store that was done without contacting me with a quote, as requested. I was then misquoted prices and when I came in had one of the ladies behind the counter yell at me, "If you dont like it then don't come back."
I filed a report with Revdex.com and was offered a gift certificate by someone on your staff. I refused because at this point  I don't want to do business with a company that yells at customers. Whether im spending $70 or $7000 I should be treated the same. I also refused the resolution as I had requested an apology from either owners or mgmt,1 neither of which were included in your companies reply theough Revdex.com.
I am currently out of town but will be in Albany this coming Monday and Friday. It is my hope that you may have some time in your day that I might be able to come in and talk. If this issue doesnt warrant your time please let me know and I will leave everything in the hands of the Revdex.com.
Thank you for your time,
[redacted]

I am in receipt of this complaint and I am looking into the issue and will have a detailed response by the end of this week.
 
Randy C[redacted]
General Manager
CoEnergy Propane

CoEnergy has alrady agreed to write off the meter rent from July of 2015 to now.  The customer agreed to pay for what she used from July 2014 to july of 2015 but did not follow through with her agreement with us to send in a check for the balance.  CoEnergy has not records of her husband calling and we keep records of all customer calls.  We have agreed to write off the meter rent from July of 2015 to this point and the customer is responsible for the propane that they used as well as meter rent for the time in which they used that propane.

Complaint: [redacted]I am rejecting this response because:
My husband called Coenergy on my behalf in August to complain that this was not my bill. He was informed that if the bill was not paid, then the service would be cut off. He said that was good. It should be cut off. Was it, or is Coenergy continuing to charge each month?
 
Sincerely,[redacted]

In doing some research, we have no contract for any Pre-Buy agreement from the [redacted].  We have only received one call of record from the customer, on 1-14-16, at which time they told us of this issue.  At that time, they were asked to find out when there purchase of propane took place...

from their credit card statement, because our records show no such purchase.  This would give us a date to look for the missing payment and would also tell us how many gallons they asked for.  To date, we have not been given this information.   At this time, the [redacted]'s were given a credit of 29.9 cents per gallon on there account, pending the receipt of the information from their credit card.  If we had this information, we could have resolved this information long ago.
All this being said, CoEnergy Propane has no problem help find a resolution to this issue and will gladly give them the credit if we can see when they were charged for the propane in question, how much they were charged, and for how many gallons.  The Pre-Buy contract pricing changes each month and we need a signed contract for the quantity purchased.  This contract also states the policies that are in effect for the purchase, so without a contract, the customer does not no what his or her requirements are and what restrictions are part of the agreement.  I would think that the customer would want to know these things and I'm afraid that without it, there could be other misunderstanding.  So, I need the information from the customer so we can backdate a contract for them and get them their credit.

Complaint: [redacted]I am rejecting this response because:
The original complaint has not been resolved. Evidently, they are still adding monthly charges despite the fact that my husband contacted them to let them know that this was not my bill and that someone else had called with my information. They have failed to document his call. Evidently, instead of shutting off service a long time ago, (they claim that there were charges since July, plus charges from a "previous tenant"), they are still adding monthly charges. I am not going to pay a bill, even a reduced bill, that I do not owe. The company should have turned off service and written off these charges a very long time ago. Instead, they continue to try to bully me. The company has poorly managed this account in several ways. Let me state again, this is not my bill. And by all means, I suggest that you turn off the service. Sincerely,[redacted]
the he original complaint has not been resolved. Evidently they are still adding more charges each month despite the fact that my husband called to tell them 
the he original complaint has not been resolved. Evidently they are still adding more charges each month despite the fact that my husband called to tell them

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 as long as they honor the credit amount of $17.56 and $101.05 as he just stated in the response to you. We never owed that money to begin with as we paid in full and as stated previously, as soon as we were given that price of $1.55 per gallon, my husband immediately called CoEnergy and gave them our credit card number to set up an account which they never did and chose to bill us instead. We wanted the entire pre pay contract set up to run our household and our entire  private airport and manufacturing facility. They dropped the ball but we do accept the above stated credit as that was my whole issue with them. Thank you for your help Revdex.com. Sincerely, [redacted]

Dear Sir,
 Tanner F[redacted] is no longer a part of the CoEnergy family due to an opportunity to work for the state of Oregon's correction's department. He is a young man, married in 2014 and the option of a career with the state was too good for him to pass up. We sincerely apologize for the...

resulting lack of communication on CoEnergy Propane's part.
That being said, there should have been better communication with a job that was left as outstanding upon his departure. We would like the opportunity to make this right with you and therefore we will have a certificate waiting for you in the office valued at the $19.43 you indicated was above your budgeted amount for the services.
We hope that you give is the opportunity to show you the kind of customer service CoEnergy Propane prides itself on, and utilize the certificate we have waiting for you.
Best Regards,
Dawn W[redacted]
on behalf of CoEnergy Propane Management Team