In response to this letter, this is a he said/ she said correspondence and does not touch on the issue at hand. 1. Let's take the word "refund".... Refund is the giving back of money that is owed....since I was told by this manager that since we hadn't paid on this propane he was taking the tanks full of propane back... In other words repossessing the tanks that were theirs but with our propane in them. 2. It is interesting to know that First Propane will take this propane and billed someone else for the propane that we are expected to pay. Double billing... 3. We were not informed that they were picking of these tanks that day ...being informed is the key word. And to let this manager know that they were on our lot but didn't care to find that out either. 4. This manager continues to change his mind on issues... Was told full tanks could not be taken back and yet in this letter to the Revdex.com he states that they could. 5. Upon. Reading all complaints on the Revdex.com site it’s interesting to read the statement that the owner of First Fuel stated that " the charge for tank removal was reversed on January 5, 2016 do to lack of new customer sign up". We were charged 178.28 for their tanks to be removed from our property. 6. Also, I might add that in the almost 6 years that we have done business with them we have always paid on time. As a matter of fact this company has $100.00 of credit on our account already! 7. So....the bottom line is my husband and I do not feel that we should pay for something that we never used which amounts to 400.00 And the removal of tanks ....we will pay 178.28 if that is what it takes to settle this. 8. I will end this bad experience with just saying that this manager writes a lot nicer than he talks to his customers. Sincerely [redacted] and [redacted]
Thank you for the recent notice regarding a complaint against First Fuel and Propane on March 01, 2018. The customer's complaints were that we were over-charging her, and that we didn't advise her of her delivery schedule. I would like to respond to these allegations individually. Pricing is based...
on a supply and demand model. It fluctuates with the seasonal temperatures, and typically, in the winter months, costs are higher. In addition to the seasonal variances, the industry business practice for pricing decreases as the customer usage increases. In this particular case, this customer has used less than 100 gallons per year for the past three (3) years. Secondary to the price issue, she indicated that she was not advised about her delivery. The customer indicated on the contract that they wanted automatic delivery of the propane. In these instances, we do not contact the customer when they will be receiving because they requested it as such. If any further information is needed to process this response, please contact me at our office and we would be happy to fulfill the request. Sincerely, Richard C.
Thank you for the notification from our customer. This is regarding our cr [redacted]. The complaint pertains to the cost of propane going up over the ten (10) years that she was a customer. She also indicated that she requested a refund and was not pleased with our offer to use the balance...
of the propane she was already provided. I would like to respond to the items separately. First of all, between the cost of living increases and through the normal course of business, all costs typically go up, especially over a span often years. The increase in pricing is directly related to our normal business practices. As for the question pertaining to the refund, this customer is not billed for each gallon used, the charges are based on a quarterly charge. Each quarterly charge is for the propane used in the prior quarter. There is a specified amount of gallons to use within the billing period. At this time, this customer has fulfilled her quarterly obligation. If the customer insists that we remove our tanks, we would be saddened to lose a long term customer, but will comply with her request. As of this notice, our tanks have been removed from her location. Thank you. Richard C., President
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The propane tanks located at [redacted] Route **, [redacted], NY belong to First Fuel and Propane. When a home is sold, the homeowner cannot sell propane out of our tanks. For liability purposes, we must have the new homeowners agree to our terms and conditions, the system must be leak checked, and...
safety procedures must be reviewed. If the new homeowner chooses to continue service with us, we charge them for the propane left in the tanks and then reimburse the old homeowner. However, the new homeowner at [redacted] Route **, [redacted], NY chose not to continue service with us. Therefore, we picked up the tanks. In the lease agreement that the customer signed and agreed to, it states that we do not refund for propane left in tanks as we prefer that propane is used before removal. We have this policy because when tanks are not empty, we need to send two people to remove them. We then need to invert and evacuate the tanks because DOT laws state that we cannot leave our tank yard with full [redacted] propane tanks; we may only return them. This time-consuming task negates any value to the propane retained. Many other companies charge a removal and re-stocking fee which is as expensive as not refunding for propane left in tanks. The oil company allowed the fuel oil to be paid for at the closing because the tank is owned by the homeowner and not the fuel company. We too have this policy for our oil customers. Regarding the $70 removal fee, this was the quarterly fee for a third tank used for cooking. This charge was reversed on January 5, 2016, due to the lack of new customer sign up. There was never a tank removal fee. As always, we appreciate the business, and we thank you for the opportunity to explain this misunderstanding. Sincerely, Richard C.
We have been in contact with the customer regarding this issue and everything has been resolved. The price she was charged was in error. We have lowered the price per gallon to the correct amount. As always, we appreciate the business, and we thank you for the opportunity to explain this...
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I would like to respectfully request copies of the records from my account, including payments received and the gallons that First Fuels is saying that we consumed. Their option to re-hook their tanks to use the fuel in the tanks after they are already unhooked and I am in contract with another company, is not acceptable. I would like my money refunded for the gallons of propane that remained in the tanks when they were removed. First Fuels lack of delivery schedule, bills with the undisclosed per/gallon amount with delivery is not the expected behavior of a company intent on satisfied customers. I expected disclosure of those things as a valuable customer. I am unhappy with their attempt to resolve this issue. I have been a good customer and paid my bills in advance. When I recently called the business to inquire about the amount they were billing me, I was told I was being billed for my "convenience." I look forward to viewing their records. Regards,
[redacted]
I am in receipt of the newest letter from the Revdex.com regarding [redacted] and [redacted]. At this time, I do not have anything more to add to this situation that wasn't already covered in the first letter dated April 1, 2016. We sent the [redacted]'s a letter explaining that there are no refunds for propane. In fact, the letter was sent certified mail to avoid any confusion on our procedures regarding no refund on propane. The [redacted]s were given ample time to use the propane. In the Propane Equipment Lease & Gas Supply Agreement, that the [redacted]s signed and agreed to on August 2, 2010, it states that there is "No refund for propane left in propane tanks." This agreement also states that the customer shall pay for the cost of removal of equipment, including transit and rigging to our plant at our current hourly rate regardless of the contract end date. I have attached a copy of the signed lease as well as the certified letter that was sent regarding cancelling the account and any unused propane. If you have any further questions, please feel free to contact me on my cell at ###-###-####. Sincerely, Richard C. President First Fuel and Propane
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
In response to this letter, this is a he said/ she said correspondence and does not touch on the issue at hand. 1. Let's take the word "refund".... Refund is the giving back of money that is owed....since I was told by this manager that since we hadn't paid on this propane he was taking the tanks full of propane back... In other words repossessing the tanks that were theirs but with our propane in them. 2. It is interesting to know that First Propane will take this propane and billed someone else for the propane that we are expected to pay. Double billing... 3. We were not informed that they were picking of these tanks that day ...being informed is the key word. And to let this manager know that they were on our lot but didn't care to find that out either. 4. This manager continues to change his mind on issues... Was told full tanks could not be taken back and yet in this letter to the Revdex.com he states that they could. 5. Upon. Reading all complaints on the Revdex.com site it’s interesting to read the statement that the owner of First Fuel stated that " the charge for tank removal was reversed on January 5, 2016 do to lack of new customer sign up". We were charged 178.28 for their tanks to be removed from our property. 6. Also, I might add that in the almost 6 years that we have done business with them we have always paid on time. As a matter of fact this company has $100.00 of credit on our account already! 7. So....the bottom line is my husband and I do not feel that we should pay for something that we never used which amounts to 400.00 And the removal of tanks ....we will pay 178.28 if that is what it takes to settle this. 8. I will end this bad experience with just saying that this manager writes a lot nicer than he talks to his customers. Sincerely [redacted] and [redacted]
Thank you for the recent notice regarding a complaint against First Fuel and Propane on March 01, 2018. The customer's complaints were that we were over-charging her, and that we didn't advise her of her delivery schedule. I would like to respond to these allegations individually. Pricing is based...
on a supply and demand model. It fluctuates with the seasonal temperatures, and typically, in the winter months, costs are higher. In addition to the seasonal variances, the industry business practice for pricing decreases as the customer usage increases. In this particular case, this customer has used less than 100 gallons per year for the past three (3) years. Secondary to the price issue, she indicated that she was not advised about her delivery. The customer indicated on the contract that they wanted automatic delivery of the propane. In these instances, we do not contact the customer when they will be receiving because they requested it as such. If any further information is needed to process this response, please contact me at our office and we would be happy to fulfill the request. Sincerely, Richard C.
Thank you for the notification from our customer. This is regarding our c
r [redacted]. The complaint pertains to the cost of propane going up over the ten (10) years that she was a customer. She also indicated that she requested a refund and was not pleased with our offer to use the balance...
of the propane she was already provided. I would like to respond to the items separately. First of all, between the cost of living increases and through the normal course of business, all costs typically go up, especially over a span often years. The increase in pricing is directly related to our normal business practices. As for the question pertaining to the refund, this customer is not billed for each gallon used, the charges are based on a quarterly charge. Each quarterly charge is for the propane used in the prior quarter. There is a specified amount of gallons to use within the billing period. At this time, this customer has fulfilled her quarterly obligation. If the customer insists that we remove our tanks, we would be saddened to lose a long term customer, but will comply with her request. As of this notice, our tanks have been removed from her location. Thank you. Richard C., President
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The propane tanks located at [redacted] Route **, [redacted], NY belong to First Fuel and Propane. When a home is sold, the homeowner cannot sell propane out of our tanks. For liability purposes, we must have the new homeowners agree to our terms and conditions, the system must be leak checked, and...
safety procedures must be reviewed. If the new homeowner chooses to continue service with us, we charge them for the propane left in the tanks and then reimburse the old homeowner. However, the new homeowner at [redacted] Route **, [redacted], NY chose not to continue service with us. Therefore, we picked up the tanks. In the lease agreement that the customer signed and agreed to, it states that we do not refund for propane left in tanks as we prefer that propane is used before removal. We have this policy because when tanks are not empty, we need to send two people to remove them. We then need to invert and evacuate the tanks because DOT laws state that we cannot leave our tank yard with full [redacted] propane tanks; we may only return them. This time-consuming task negates any value to the propane retained. Many other companies charge a removal and re-stocking fee which is as expensive as not refunding for propane left in tanks. The oil company allowed the fuel oil to be paid for at the closing because the tank is owned by the homeowner and not the fuel company. We too have this policy for our oil customers. Regarding the $70 removal fee, this was the quarterly fee for a third tank used for cooking. This charge was reversed on January 5, 2016, due to the lack of new customer sign up. There was never a tank removal fee. As always, we appreciate the business, and we thank you for the opportunity to explain this misunderstanding. Sincerely, Richard C.
We have been in contact with the customer regarding this issue and everything has been resolved. The price she was charged was in error. We have lowered the price per gallon to the correct amount. As always, we appreciate the business, and we thank you for the opportunity to explain this...
misunderstanding. Sincerely, Richard C.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I would like to respectfully request copies of the records from my account, including payments received and the gallons that First Fuels is saying that we consumed. Their option to re-hook their tanks to use the fuel in the tanks after they are already unhooked and I am in contract with another company, is not acceptable. I would like my money refunded for the gallons of propane that remained in the tanks when they were removed. First Fuels lack of delivery schedule, bills with the undisclosed per/gallon amount with delivery is not the expected behavior of a company intent on satisfied customers. I expected disclosure of those things as a valuable customer. I am unhappy with their attempt to resolve this issue. I have been a good customer and paid my bills in advance. When I recently called the business to inquire about the amount they were billing me, I was told I was being billed for my "convenience." I look forward to viewing their records. Regards,
[redacted]
I am in receipt of the newest letter from the Revdex.com regarding [redacted] and [redacted]. At this time, I do not have anything more to add to this situation that wasn't already covered in the first letter dated April 1, 2016. We sent the [redacted]'s a letter explaining that there are no refunds for propane. In fact, the letter was sent certified mail to avoid any confusion on our procedures regarding no refund on propane. The [redacted]s were given ample time to use the propane. In the Propane Equipment Lease & Gas Supply Agreement, that the [redacted]s signed and agreed to on August 2, 2010, it states that there is "No refund for propane left in propane tanks." This agreement also states that the customer shall pay for the cost of removal of equipment, including transit and rigging to our plant at our current hourly rate regardless of the contract end date. I have attached a copy of the signed lease as well as the certified letter that was sent regarding cancelling the account and any unused propane. If you have any further questions, please feel free to contact me on my cell at ###-###-####. Sincerely, Richard C. President First Fuel and Propane
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]