Davenport Energy, Inc.

Review: On 12/29/2014 I called to schedule a delivery of propane. On 12/31/2014 the delivery person called to say he was on the way to my residence and to make payment arrangements prior to him coming which I did over the phone paying by credit card. On 12/31/2014 the amount of approximately $176.00 was charged to my credit card. My propane was not delivered AS AGREED.

Offices were closed on 01/01/15 for the holiday and I called on 01/02/2015 and was then told it would be 01/05/2015 is the delivery date. As of close of business 01/05/2015 the delivery of the propane which I have already paid for and was told to expect for delivery has not been delivered.

I feel this is in violation of Consumer Credit and wish the practices to be investigated of making customers pay for a service prior to getting it if getting it at all.Desired Settlement: I simply would like the product delivered as promised in the future should I decide to continue to do business with Davenport Energy. I would also like it investigated as to the legality of charging for a product and service and then not delivering as agreed.

Hopefully I will have received the propane by the time of this inquiry but I do wish to pursue any fraudulent acts that may have transpired.

Business

Response:

Good Morning,We sincerely apologize for the delay in responding but this is the first notice we've received about this matter.After speaking with the local office that services the account I was able to gather more details about what happened. Our Team Leader explained to me that Mr. [redacted] called requesting a delivery and at that time we had a driver in the area. When the driver arrived to deliver the propane and collect payment Mr. [redacted] explained that he didn't have the Debit/Credit card with him to pay. Payment was required prior to delivery. As a result, the driver had to leave without making the delivery. At some point Mr. [redacted] called the local office to make the payment over the phone on 12/31, by then the driver had left the area and he was told we would make the delivery once he was in the area again. Our policy on "Will Call" customers is 3-5 business days unless the driver happens to be in the area - this customer, in particular, is set up as a "will call" customer. Mr. [redacted] received his propane delivery 1/6/2015. Per our policy this was within the 3-5 business day period - excluding Holidays as Business days. We've explained the policy Mr. [redacted] in order to avoid any confusion in the future.Please feel free to contact me if you have any other questions. Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be normally un-satisfactory to me but it is not worth wasting any more time on the issue. There response is not based on the truth and I now know the true nature of this company. I am investigating other options for a service provider as Davenport Energy did not seem to take care of the customer per Fair Credit Trade Agreement established in 1974 which states "delivery must be made upon agreement and once payment has been made" and then lied about it. Since Davenport Employees seem to be making the choice to be untruthful it has cast a shadow over them as far as I am concerned. Payment was made and prior to the driver even being on scene to make delivery and it was under the demand of the driver [redacted] that I pay "before" he would fill my tank...I did everything I was asked of the company thus the "agreement" and they failed to comply. I spoke to another driver for the company who stated as fact delivery drivers were in my area two business days after the Holiday and did not know why it was not taken care of. This person even went on to say he could see where I had paid for it but couldn't understand why it was not delivered.However, regarding any further action it is just not worth my time.If Davenport Energy decides to provide better customer service and at least be honest in these matters I will consider this complaint resolved.

Regards,

Review: I started my propane delivery service with Central Oil located in [redacted] in January of 2010. I would call when I needed more propane. There was no requirement to purchase a certain amount during a specific time. I switch from propane heat to a heat pump with propane as a backup which did not require me to purchase as much propane when I used propane heat only. I never received any contact from [redacted] that stated I had to pay a usage fee because I was not purchasing enough propane. [redacted] was bought by Davenport Energy on September 14, 2015 and now I am getting a bill from them saying I am not buying enough propane so they are charging me a usage fee of $100.00 for the tank that I own. This is a coercion and unethical business practice. This was not the original agreement with [redacted] when I started the delivery. I will not use them for propane delivery again. I want them to stop collection of the bill and I don't won't them to have any more contact with me.Desired Settlement: No further contact by the business – if you do not wish to hear from the business any more via phone, email, mail or in-person.

Business

Response:

The customer was billed in error. This matter has been corrected and the customer's account has been credited to remove the fee. Davenport Energy makes every effort to bill customers correctly. We’re sorry for the mistake.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On January 19th 2016 I called to order propane from Davenport. They told me due to me filing bankruptcy that the couldn't accept payment via check card that I had to make payment in person , which I did I delivered cash in hand and received receipt of payment. They told me that the delivery guy would be in my area on Wed and delivery would be made. Wed I call to verify what [redacted] from the Roanoke location had told me, and he then said that the delivery driver didn't have the ticket and was already in [redacted]. I then proceeded to tell them that I would like the propane to be delivered before the snowstorm hit. Thursday I called again to see if delivery would be made and was told that delivery would be made before the snowstorm hit. I was down to 18lbs of propane at this time. Friday I contacted again and [redacted] was very rude stating he had never said any of the above statements. Said he refused to argue over the phone and he would just send the payment back it is now Wednesday the 28th of January and this is the normal delivery day and I have still stayed in contact with Davenport and have not received what I have paid for. It clearly states on the website that I am to receive my propane within 3-5 business days. Now I'm out of propane and sitting waiting to be filled. I refuse to contact Davenport anymore due to their rude and un businesslike gentleman [redacted]. I want answers and to know why their website states 3-5 business days and they will go the extra mile I even made sure to shovel the driveway from the snow so they could have access to the propane tank. I even asked neighbours to keep an eye out to verify if Davenport made a stop neither one occured! Needless to say if something doesn't get fixed I'll be taking my business elsewhere.Desired Settlement: I think they should refund my cost of propane or at least give me a discount . I also feel I deserve an apology for the rude behaviour I endured as a paying customer

Business

Response:

Davenport Energy Inc. makes every effort to live up to its promise to deliver propane to will-call customers within 3 to 5 business days.In this particular case, the customer paid for fuel on Tuesday, Jan. 19, at 4:36 p.m., effectively meaning that the transaction was not posted and delivery ticket printed until the following day, Wednesday, Jan. 20.The impending winter storm produced a flood of calls from customers who wanted propane delivered before snow arrived. In the two days leading up to the storm, Davenport Energy kept trucks on the road constantly, delivering propane to automatic and will-call customers.Unfortunately, the storm hit Friday morning, Jan. 22, forcing us to ground our fleet Friday, Saturday, Sunday, and Monday. Although we never want anyone to run out of fuel, it’s just too dangerous to put propane trucks on roads covered with snow and ice. Practically no vehicles were moving Friday and Saturday, and local and state police were advising all motorists to stay off the roads to make way for snow plows.Davenport Energy was finally able to get our trucks back on the road Tuesday, Jan. 26, and delivered propane to this customer Thursday, Jan. 28 — technically on the fifth business day following payment when you take into account the two days (Friday and Monday) we were not able to safely put trucks on the road.This is not meant as an excuse; it’s simply an accurate explanation of what happened. We regret anytime a customer runs out of fuel, and make every effort to address situations in a timely and professional manner. We’re also deeply sorry that the customer feels he didn’t receive the level of customer service that is Davenport Energy’s hallmark. Our team members always try to be polite, courteous, and helpful — even when Mother Nature puts things beyond our control.Every customer is important to us and we make every effort to live up to our promises.[redacted] | Director of Marketing and Dealer ServicesDavenport Energy[redacted]

Review: We have contacted Davenport Energy multiple times requesting a smaller and more modern tank. These requests have been made to both the corporate office in Chatham, VA and their field office in South Boston, VA. Even though our initial request was made in Fall of 2012 for a smaller tank, a call Friday, 7/31/13 indicated that a work order was produced but there was no schedule for the work and no apparent timeline or interest in making a schedule. At least two other follow up calls including today (9/4/13) have yielded no results Therefore, Because Davenport Energy has been contacted at least seven times dating back to the Fall of 2012; And, Because our current tank is greater than 30 years old; And, Because the tank was filled unsolicited the last time it was filled, we are requesting the immediate removal of the propane tank at no cost and a refund of its contents at the greater of the current price or the price at the time of filling. Davenport Energy should be advised that damage to our property during tank removal will be treated seriously.Desired Settlement: We are requesting the immediate removal of the propane tank at no cost and a refund of its contents at the greater of the current price or the price at the time of filling along with any rental fees dating back to Fall 2012. Davenport Energy should be advised that damage to our property during tank removal will be treated seriously.

Business

Response:

Our local office in South Boston has spoken with the customer directly and as requested, we have picked up the tank and will be issuing a refund for any propane left in the tank.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

I called two days ago to get LP delivered. I have over 500 on my account so money wasn't the issue, but because I am not an autofill customer they couldn't bring it the same day. I still have no heat, and I understand the 3-5 business days but what I don't understand is why they didn't bring me my heat when my heating assistance went through? I received a letter 3 weeks ago saying they sent my heat assistance to them, but yet they haven't came to put it in 3 weeks later... Why? No only the no heat issue, but they just replaced my tanks due to a leak in them not long ago. There must me a leak in the actual lines for me to have to order heat 3 times now in the last 3 months, but obviously as long as they get money they don't care. So not only is there probably another leak, I have no heat in my house, and of course the government gave them money for me to get heat... But I have no heat. This is a huge issue! I have a 2 year old and a 5 year old. I have no family here and obviously I have heating assistance so no I can't afford a hotel room. Don't think I do nothing for my kids and am a bad mother either. I served 4 honorable years in the Navy and am now using my GI Bill for school. But the fact it is 39° in my house is ridiculous. I am having to borrow space heaters just to heat our rooms. I need this fixed! I needed it fixed 3 weeks ago when you received my heating assistance and should have been here by now!