Como Oil & Propane

I have reviewed this complaint carefully as there is more than one issue that I want to be sure to properly address First, regarding the driveway, we were contacted by the [redacted] ’s regarding the driveway We instructed them to contact their insurance company and we would work directly with the insurance company in making the repairs The insurance adjuster contacted us directly and stated that the whole of the driveway was in such poor condition, it was not possible to make the repair to the small portion that we may have damaged The insurance company denied the claim We then went out to the location and came to the same conclusion There is no way to make the small repair to the driveway given the condition of the whole of the driveway Since the insurance company denied the claim, it falls to the homeowner to make the repair If Mrand Mrs [redacted] would have the whole driveway repaired, we would be willing to pay for the portion we may have damaged We would take the total cost of the driveway repair, and divide it by the total number of square feet of the driveway We would then take the number of square feet that we may have damaged and multiply it by the cost per square foot for the repairRegarding the cost of propane delivered to the [redacted] ’s I have reviewed their account carefully and find they have purchased prebuy gallons in the past, however, they did not purchase them this year There is a note that they spoke with a staff member about the cost of prebuy but did not sign a contract or make any arrangements to purchase gallons at the prebuy price Without a contract or agreement of some sort, customers pay the current price We secure propane at a certain price for prebuy customers Without a contract with each customer, we do not know how many gallons to secureI am sorry that the [redacted] ’s feel they have been wronged by Como Oil and Propane It is always our hope that we meet the expectations of each of our customers This is an unfortunate situation where we feel the customer has expectations we cannot meet

Hello, In response to complaint id # [redacted] .We are very sorry to hear that the customer is dissatisfied with our services and has chosen to transfer to another provider Upon signing up with Como, the customer signed a propane tank lease agreement which outlines the company charging terminations feesUnder line item 15, the language reads: "TERMINATION FEES: The COMPANY reserves the right to charge delivery, setup, disconnection and removal fees upon termination of the agreement by the CUSTOMER or COMO CUSTOMER shall not be entitled to a refund of any equipment rental or usage service fees.Our organization incurred costs in installing the tank less then year prior, along with costs for the pick up and removal of the leased propane tank, therefore a $charge was billed.To address the comment of rude individuals within our organization I deeply apologize if the customer felt in anyway that any interaction with our representative's was done at all in any rude mannerWe will honor the customer's desired settlement.The bill will be adjusted to clear the $charge, along with the service charges incurred since it was billed in December 2015.We will notify the collection agency handling the bill to discontinue collection efforts The customer will not be contacted by any salesman in the future by mail, phone or in person.Again, we regret that this situation required mediation by the Revdex.com, and wish the customer all the best in the futureSincerely,Luke [redacted] Como Oil & PropaneManagerBarnum, MN

I have reviewed this complaint carefully as there is more than one issue that I want to be sure to properly address.  First, regarding the driveway, we were contacted by the [redacted]’s regarding the driveway.  We instructed them to contact their insurance company and we would work directly...

with the insurance company in making the repairs.  The insurance adjuster contacted us directly and stated that the whole of the driveway was in such poor condition, it was not possible to make the repair to the small portion that we may have damaged.  The insurance company denied the claim.  We then went out to the location and came to the same conclusion.  There is no way to make the small repair to the driveway given the condition of the whole of the driveway.  Since the insurance company denied the claim, it falls to the homeowner to make the repair.  If Mr. and Mrs. [redacted] would have the whole driveway repaired, we would be willing to pay for the portion we may have damaged.  We would take the total cost of the driveway repair, and divide it by the total number of square feet of the driveway.  We would then take the number of square feet that we may have damaged and multiply it by the cost per square foot for the repair. Regarding the cost of propane delivered to the [redacted]’s.  I have reviewed their account carefully and find they have purchased prebuy gallons in the past, however, they did not purchase them this year.  There is a note that they spoke with a staff member about the cost of prebuy but did not sign a contract or make any arrangements to purchase gallons at the prebuy price.  Without a contract or agreement of some sort, customers pay the current price.  We secure propane at a certain price for prebuy customers.  Without a contract with each customer, we do not know how many gallons to secure. I am sorry that the [redacted]’s feel they have been wronged by Como Oil and Propane.  It is always our hope that we meet the expectations of each of our customers.  This is an unfortunate situation where we feel the customer has expectations we cannot meet.

Hello, In response to complaint id # [redacted].We are very sorry to hear that the customer is dissatisfied with our services and has chosen to transfer to another provider.  Upon signing up with Como, the customer signed a propane tank lease agreement which outlines the company charging...

terminations fees. Under line item 15, the language reads: "TERMINATION FEES: The COMPANY reserves the right to charge delivery, setup, disconnection and removal fees upon termination of the agreement by the CUSTOMER or COMO.  CUSTOMER shall not be entitled to a refund of any equipment rental or usage service fees.Our organization incurred costs in installing the tank less then 1 year prior, along with costs for the pick up and removal of the leased propane tank, therefore a $250.00 charge was billed.To address the comment of rude individuals within our organization.  I deeply apologize if the customer felt in anyway that any interaction with our representative's was done at all in any rude manner. We will honor the customer's desired settlement.The bill will be adjusted to clear the $250.00 charge, along with the service charges incurred since it was billed in December 2015.We will notify the collection agency handling the bill to discontinue collection efforts.  The customer will not be contacted by any salesman in the future by mail, phone or in person.Again, we regret that this situation required mediation by the Revdex.com, and wish the customer all the best in the future. Sincerely,Luke [redacted]Como Oil & PropaneManagerBarnum, MN