Delaware Propane

Do not do business with Delaware Propane. Aside from the rude individuals that answer phones there is much more going on that you can’t see. They practice illegal and bad business practices. If you have an account or had an with them I strongly urge you to call and verify if you have any credit in your open or closed account with them and ask for a statement for the entire length of your relationship with them to make sure that there was not a credit balance that belonged to you that was written off and pocketed by them. They have wiped out credits belonging to existing and no longer existing customers instead of reaching out to them and notifying them that the money belongs to that customer. It is stealing and it’s illegal. You will sometimes see the owner of the company thanking customers for their business, he’s thanking you for your forgetfulness. You will hear management say, “ without the customers we don’t get paid”. You got that right and then some. They have taken a credit due to a local business owner Shore Line Construction. Documentation reflects they had a credit balance over $200.00 that Delaware Propane wrote off and pocketed. Documentation shows that Shore Line Construction still does business with Delaware Propane, maybe not after they read this.An inside source has brought up that this company has taken full credit where applicable from Covid-19 but has failed to pay their employees who actually had Covid and were out sick for time off. That means they applied for funding at every turn and received a lot of money. This is still being investigated considering the magnitude of situation. Maybe they didn’t read the fine print when they deposited that large sum of money into their account on what was required of them. I would like to give them the benefit of the doubt but my suspicions are they new exactly what they were doing wrong but anticipated that the employees that they did it to didn’t know the difference.
So again, I urge you to mother involved with this company. There are so many companies out there that are honest when doing business with you. Don’t risk the certain shade that this business is on the radar for.

Do not ever get Delaware Propane. They came to my house today as I slept and took my tank because we have not got a refill in over a year and that we left them a bad google review from bad service they gave us last time. God forbid if some people do not use a lot of propane. We only use it for cooking so it lasts us a long time. They did not even call or knock on the door that they were here. They just trespassed on my property and took their tank with the propane that we paid for in it. Please anyone on here that has Delaware Propane get rid of them they do not deserve your service. Why would they do this in these trying times in the middle of a pandemic to take away the propane that I paid for without warning. This is truly a heartless company that deserves to go under for this kind of business practice.

Review: On 12/8/14 at 9:05 AM I had Delaware Propane come out to my residence to deliver and set up a propane tank with 100 gallons of propane. The serviceman performed a pressure test and system check to dtermine that the furnace gas valve is leaking through and the furnace was redflagged with the gas supply shut off. The serviceman contacted me to inform of the problem and states that the gas valve needs to be replaced before the system can be turned on at the residence. My brother was at the residence while I was at work while the serviceman performed the delivery and set up of the propane tanks. After the serviceman left my residence he shut off the electric to my residence and left the gas line open near the stove. My pipes could have been frozen due to no electric to my electric space heaters keeping the residence warm and an explosion could have occured by leaving the gas line on at the stove with the stove being currently off. I contacted Horizon Services to schedule an appointment to have the system checked. The evening of 12/8/14 at around 6 PM the system was checked by [redacted] (HVAC Specialist) with Horizon Services. Mr. [redacted] performed a pressure test and system check which resulted in the no leaks or problems with the gas valve and the system is in good condition for the furnace to being running at this time. The bill for the service call for Horizon Services was $89. Later in the evening on 12/8/14 at around 7:30 PM the system was also checked by the Fire Chief Steve from Hartly Fire Department. Steve completed a system check with a gas detector and states that no leaks are evident in the furnace and the system is in good working conditon at this time. Worker contacted Delaware Propane on 12/9/14 at around 8:30 AM to voice my concerns regarding the problems with the service through their company. I asked to speak to a supervisor and was informed that she was not in the office at this time. I informed the receptionist at Delaware Propane that I will be filing a small claims court case and reporting them to the Delaware Revdex.com. The receptionist stated that she would relay the message to the supervisor and the supervisor would get back to me later in the day. I received a call from Delaware Propane at about 12:15 PM stating that they were going to send a new serviceman out to the residence to perform a new pressure check and system check to get the red flag lifted on the furnace. I met the serviceman from Delaware Propane at my residence on 12/9/14 at 1:00 PM. The serviceman inquired why the gas lines were on at the stove and informed him that the previous serviceman from Delaware Propane must have left them on after I requested to have the gas to the stove off due to not using it after the previous serviceman lit the pilot lights. The new serviceman opened the top and bottom doors to the funace to inform me that the system is now not up to code due to not having a setiment trap installed in the unit. I informed the serviceman that the previous serviceman never indicated that their was a problem of this nature and only said there was a leak in the gas valve in the furnace. I informed the serviceman that I wanted to speak to the supervisor, have the tanks removed from the residence, and request a refund.. I also informed the serviceman that I will be filing a small claims court case for the cost of the service performed by Horizon Services and my wasted time dealing with the issues they say are wrong wit hte furnace The serviceman informed me to contact the supervisor at Delaware Propane. On 12/9/14 at around 1:20 PM I spoke with a female supervisor at Delaware Propane. I informed her of my concerns and told her to remove the tanks along with indication that a small claims court case will be filed for the cost of the service call/monetary reward for my time wasted with a complaint to the Delaware Revdex.com.The supervisor states that her serviceman are trained in this area and discredited the findings of the HVAC Specialist from Horizon Services along with the Hartly Fire Department Fire Chief. The supervisor informed me to go ahead and file the smal claims court case/complaint to the DE Revdex.com and states that my account was never charged by Delaware Propane as of this date. I checked my account with TD Bank and no charged were made to my account by Delaware Propane. I contacted [redacted] (HVAC Speciallist) with Horizon Services to inform about the new discrepancies by Delaware Propane. Mr. [redacted] states that the furnace has a sediment trap underneath the unit in the crawl space area underneath the house. Mr. [redacted] states that the gas detection devices that the fire department have are top of the line equipment and if a leak was there the devices would have picked it up. Mr. [redacted] again confirmed that the unit is in proper working order in good condition to provide heating services to the residence.Desired Settlement: The desired outcome that would like is the following:

-refund for the service fee that I needed to pay Horizon Services to look at my funace

-monetary compensation for about six hours of my time to deal with this issue along with wasted vacation time at work

-monetary compensation for emotional distress imposed by Delaware Propane dealing with this issue

-written apology fromn the owner of Delaware Propane

Business

Response:

Re: Complaint [redacted] On December 8th, 2014, Delaware Propane delivered, and set a propane tank at the residence of [redacted]. The residence had not had gas service for 2 years. As part of our customer service, we conduct a no charge, safety review of the gas system, which includes a 10 minute leak test of the gas system, from the propane tank to the end gas appliance. The leak test would not hold, and showed a leak at the furnace. Further checking determined that the gas control valve on the furnace was leaking internally. Some people may not consider this a safety issue, because the gas is leaking into the firing chamber, but any gas leak is a potential disaster, waiting to happen, and Delaware Propane will not activate a gas system with a leak. Our fully trained and certified service tech ran this leak test 3 times, with no change in the results. The furnace was Red Flagged, and [redacted] was informed. We have no explanation, why the representative from Horizon Services would obtain different results, and claim the system has no leaks. We have never seen a gas leak, fix itself, or magically go away. Perhaps our testing equipment, which is dedicated to the gas business, is more sophisticated, but regardless of the reason, the gas safety codes we operate under, do not allow us to put a gas system into service with a leak. The gas detector, or sniffer, used by Fire Companies, would not have detected this type of internal gas leak in the furnace. We sent another serviceman to [redacted]’s residence on December 9th, to do another check on the system. The serviceman happened to notice that there was no sediment trap installed at the gas input line on the furnace. A sediment trap catches particles and dirt in the gas line that can damage a gas valve. When this was mentioned to [redacted], he became very angry, and stated that he wanted Delaware Propane to remove the propane tank, and refund any monies he had paid. Our service tech complied, and removed the tank and related install equipment. His account was never charged for anything. Although Delaware Propane does not charge to install a propane tank used for heating purposes, we do normally charge if we are involved with any service work, on the customer owned part of a gas system. We made multiple visits to [redacted]’s residence, checking his part of the gas system, never charging for time or travel, all in the name of getting his gas system safe. If our strict attention to gas safety codes caused [redacted] any emotional distress, we apologize. On a separate note, I saw at the beginning of the notice we received, that [redacted] is the contact. I don’t know how that happened as he used to be a technician with our company and has moved. We kept his email open in case of any straggling emails and we check it periodically, that is the only way we knew about this complaint. Please send any further correspondence to me: [redacted] or at the above address. Kind Regards, [redacted]

Consumer

Response:

Fast reliable service. Very professional.

Best customer service I have ever experienced!