Western Propane Service called Mrs [redacted] on Thursday, April 2, regarding the past due amounts of $for deliveries made on February 19, and 118,from December 17, In our conversation with [redacted] she informed us that she would be moving at the end of the April and that a payment of $was being processed by her bank; but noted that she did not get the December 17, delivery and that it was not on her account St?ternent, She also wanted us to tell the Generai Manager that she would m?t b? paying the amount of $118,from December and said that we were liars and trying to pull a fast one on and her; ther hung Up.The Office Manager placed a phone call to [redacted] and left a voicemail stating that if she could provide us with a copy of the statement that did not reflect the $we would gladly look into the charge in question and credit the charge off had it not shown up on her statementUpon making the phone call, our office had looked into [redacted] gas usage to determine that without the delivery in question MrsHamrick would have ran out of gasA returned phone was never made to address the voicemail left by our Office Manager regarding the above(Each time gas is delivered, an invoice is left at the customers house and statement is mailed reflecting all unpaid deliveries is sent on the first business day of each month)After no response, a disconnect notice was maiied on April 3, providing MrsHamrick days to pay the past due amount of $or her service would be disconnected Thursday, April, During this day period we received a payment of $but did not receive the remaining past due balance that she had refused to pay nor a phone call following up on the disconnect letter sentBy Thursday, April " we had not had any contact with the customerIn yet another attempt to contact ***, we sent our Serviceman to the property to knock on her the door personally and after no response; we disconnected Service at 9:am.On the evening of Thursday, April, [redacted] contacted our After-Hours Serviceman and was very upset, She was yelling and cursing him, he then asked her to stop cuššing at him and she did not; SO he hung up the phone [redacted] continued to calf our Serviceman several more times and he did not answerShe continue to call back he finally answered her phone call and told her she would need to contact the office the following day.The following morning on Friday, April 10, our office contacted [redacted] regarding her serviceIn that conversation she was informed that she needed to pay the balance on the account in order to have Service reconnected, she began cursing and yelling at our office staffShe was asked to refrain from the foul language and after continuing to use the foul language our office hung up on herBy the use of foul language she was attacking our staff personallyThe language used we will not be repeated in this letter.Shortly after [redacted] called back and after several minutes of conversation with the office staff and asked to speak with the general managerI, [redacted] the General Manager took [redacted] call and listened to everything she had to say regarding my staff and her comments about our vindictiveness toward her, and that we were being maliciousI informed her that we were not being malicious but that because she had refused to pay for the December 17, delivery and did not return our calls from April 2, and did not respond to our disconnect letter that she left us no choiceI also informed her that my office staff was following our procedures and that all the while I knew where we were in the process and approved of itI agreed to reconnect her that day if she would pay the balance and would waive the reconnect fees of 80.00, normally charged and explained in our disconnect letter [redacted] agreed to leave the payment under the doormat and that she would not be homeI sent my Service technician to reconnect her service and he collected a check from under the doormat and reconnected her Service.Upon the serviceman returning to our office with the check on April 10, we called [redacted] bank to verify funds since she was moving at the end of the monthWe talked to the merchant Service representative at Coast Hills Federal Credit Union whose name was Kelly who verified there was not sufficient funds to cover the checkWe then attempted to contact [redacted] to arrange another form of payment by leaving a phone message and with no response we had no choice but to return several hours later in the day and disconnect her service againWe left her a message that we needed to receive payment in cash or credit card before reconnecting.We did not hear from [redacted] until Saturday April 11, in which our After-hours Serviceman explained to her that she would need to speak with the office on MondayShe requested the Managers home phone, but the driver did not give it to her [redacted] then sent an email venting and threatening to inform the Revdex.com and Yelp regarding our service, and seeking possible legal actionWe talked to her on Monday morning explaining about the check and that the bank could not confirm sufficient funds to cover the checkWe explained to [redacted] that she would need to bring into the office cash or credit cardShe said that we were liars and that she had the money in her account and that we did not call the bank to verify funds [redacted] then came into our office later that day and paid cash, she also showed us an average daily balance sheet and stated that she didn't believe that we had called the bank and that once again were liarsAgain, we waived the reconnect fee and reconnected [redacted] service the same day[redacted] stated to us that she is using a voice-over IP phone system and that she does not always receive her callsHere at Western Propane Service our staff has made every attempt to contact ***, via mailing statements and invoices both by email and USPS, voicemail, and by person to person contactWhen we have a customer who repeatedly ignores all attempts to contacting them regarding their account, it leaves us no choice but to notify and interrupt their serviceWe believe we went above and beyond to prevent her service from being disconnected.Sincerely, [redacted] General Manager Western Propane Service
Western Propane Service called Mrs [redacted] on Thursday, April 2, regarding the past due amounts of $for deliveries made on February 19, and 118,from December 17, In our conversation with [redacted] she informed us that she would be moving at the end of the April and that a payment of $was being processed by her bank; but noted that she did not get the December 17, delivery and that it was not on her account St?ternent, She also wanted us to tell the Generai Manager that she would m?t b? paying the amount of $118,from December and said that we were liars and trying to pull a fast one on and her; ther hung Up.The Office Manager placed a phone call to [redacted] and left a voicemail stating that if she could provide us with a copy of the statement that did not reflect the $we would gladly look into the charge in question and credit the charge off had it not shown up on her statementUpon making the phone call, our office had looked into [redacted] gas usage to determine that without the delivery in question MrsHamrick would have ran out of gasA returned phone was never made to address the voicemail left by our Office Manager regarding the above(Each time gas is delivered, an invoice is left at the customers house and statement is mailed reflecting all unpaid deliveries is sent on the first business day of each month)After no response, a disconnect notice was maiied on April 3, providing MrsHamrick days to pay the past due amount of $or her service would be disconnected Thursday, April, During this day period we received a payment of $but did not receive the remaining past due balance that she had refused to pay nor a phone call following up on the disconnect letter sentBy Thursday, April " we had not had any contact with the customerIn yet another attempt to contact ***, we sent our Serviceman to the property to knock on her the door personally and after no response; we disconnected Service at 9:am.On the evening of Thursday, April, [redacted] contacted our After-Hours Serviceman and was very upset, She was yelling and cursing him, he then asked her to stop cuššing at him and she did not; SO he hung up the phone [redacted] continued to calf our Serviceman several more times and he did not answerShe continue to call back he finally answered her phone call and told her she would need to contact the office the following day.The following morning on Friday, April 10, our office contacted [redacted] regarding her serviceIn that conversation she was informed that she needed to pay the balance on the account in order to have Service reconnected, she began cursing and yelling at our office staffShe was asked to refrain from the foul language and after continuing to use the foul language our office hung up on herBy the use of foul language she was attacking our staff personallyThe language used we will not be repeated in this letter.Shortly after [redacted] called back and after several minutes of conversation with the office staff and asked to speak with the general managerI, [redacted] the General Manager took [redacted] call and listened to everything she had to say regarding my staff and her comments about our vindictiveness toward her, and that we were being maliciousI informed her that we were not being malicious but that because she had refused to pay for the December 17, delivery and did not return our calls from April 2, and did not respond to our disconnect letter that she left us no choiceI also informed her that my office staff was following our procedures and that all the while I knew where we were in the process and approved of itI agreed to reconnect her that day if she would pay the balance and would waive the reconnect fees of 80.00, normally charged and explained in our disconnect letter [redacted] agreed to leave the payment under the doormat and that she would not be homeI sent my Service technician to reconnect her service and he collected a check from under the doormat and reconnected her Service.Upon the serviceman returning to our office with the check on April 10, we called [redacted] bank to verify funds since she was moving at the end of the monthWe talked to the merchant Service representative at Coast Hills Federal Credit Union whose name was Kelly who verified there was not sufficient funds to cover the checkWe then attempted to contact [redacted] to arrange another form of payment by leaving a phone message and with no response we had no choice but to return several hours later in the day and disconnect her service againWe left her a message that we needed to receive payment in cash or credit card before reconnecting.We did not hear from [redacted] until Saturday April 11, in which our After-hours Serviceman explained to her that she would need to speak with the office on MondayShe requested the Managers home phone, but the driver did not give it to her [redacted] then sent an email venting and threatening to inform the Revdex.com and Yelp regarding our service, and seeking possible legal actionWe talked to her on Monday morning explaining about the check and that the bank could not confirm sufficient funds to cover the checkWe explained to [redacted] that she would need to bring into the office cash or credit cardShe said that we were liars and that she had the money in her account and that we did not call the bank to verify funds [redacted] then came into our office later that day and paid cash, she also showed us an average daily balance sheet and stated that she didn't believe that we had called the bank and that once again were liarsAgain, we waived the reconnect fee and reconnected [redacted] service the same day[redacted] stated to us that she is using a voice-over IP phone system and that she does not always receive her callsHere at Western Propane Service our staff has made every attempt to contact ***, via mailing statements and invoices both by email and USPS, voicemail, and by person to person contactWhen we have a customer who repeatedly ignores all attempts to contacting them regarding their account, it leaves us no choice but to notify and interrupt their serviceWe believe we went above and beyond to prevent her service from being disconnected.Sincerely, [redacted] General Manager Western Propane Service