Disanto Propane

I am a senior and have always payed a third of the bill a month since I retired on a fixed income. Weaver Gas who they took over never had a problem with this. Well they let me run out of gas without notice. They say they did but that's baloney. To get a delivery I had to pay 300 dollars , a new customer set up fee and the fill upfront. Mind you the equipment is the same here for 30 years. I went right down with 300 dollars and waited 2 days for delivery. Mind you my grandkids live with me and they had laundry for school that needed cleaning. So I got my delivery and changed providers. They said they would refund the balance of the gas in the tank when they pick up for free. Ok, it's two weeks. 2 phone calls each Monday and no pickup yet. On the last call I told them it will cost 50 dollars a day to rent space on my property to store their goods. They said ok we will get there when they can. They owe me 250 dollars rent as of this post besides paying back the bottle contents . 390 dollars and counting.

We disconnected service in April, and unfortunately just after a delivery so tank is almost full, still sitting on our driveway.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I still feel that DiSanto has poor business practices and word of mouth travels quickly Also, shame on their customer service Regards, [redacted]

Di Santo Propane did pay us for the fuel remaining in the tank However they changed us a percentage to pick up their tank and would not accommodate us by picking the tank up until they were darn good and ready We were having our driveway blacktopped and asked if they could get the tank picked up to help us and they would not come and made us wait months before they finally came I asked my oil company if they charged for tank pick ups and they did not and also removed their tanks in a timely manner, the same or next day after the switch The receptionist was always nasty I must say I would never recommend them to a friend They have much to be desired as for PR customer appreciation We dealt with [redacted] (the former owner) and we always had a good relationship w/them The Di Sarto company was a totally different story Thank you for your assistance It was greatly appreciated although they were not going to accommodate either of us they were doing it in "their own good time."

The customer contacted our office on 08/05/requesting a delivery Due to the account having a history of being in arrears, the customer was required to prepay for the propane delivery, and a delivery charge would applyThe customer was quoted the following Off-route delivery options: 1) Wait for the next scheduled route, 2) Pay a $delivery fee for a delivery within business days, 3) pay a $delivery fee for a delivery within business days, or 4) pay a $delivery fee for a delivery within business days The Customer chose a delivery option of within business days to receive the delivery At that time the customer provided payment for the delivery and delivery fee and the credit card was processed and the credit was applied to the account On 08/12/the customer contacted our office to cancel service and remove our tank and equipment On 08/28/2015, the tank and equipment was removed from the property It was explained to the customer that the processing time for account refunds was to weeks from the date of equipment removal On October 2, a refund was mailed to the customerThe provided documentation supports all actions taken by DiSanto Propane and hopefully will provide a better clarification for the customer

Ms [redacted] refund was processed and mailed on January 4th, In the event that Ms [redacted] did not receive the refund check please contact our office at

The account is a COD (Collect Upon Delivery) account as the result of previous payment delinquencies The customer is required to prepay for a delivery prior to or at the time of the actual delivery Our office had attempted to contact the customer and schedule a delivery on each of the dates: 09/18/17, 09/11/17, 06/07/17, 05/23/17, 04/18/17, 04/11/17, 04/05/17, 03/28/ On 10/the customer contacted our office to state they were out of gas, it was explained that special delivery fees would apply based on when they would like a delivery The customer chose a delivery within 2-days and it was explained that a $delivery charge would apply due to missing the previous delivery attemptsLater that day on 10/12, the customer contacted the office to have the tanks removed We are scheduled to remove the tanks the week of 10/23/ Once the tanks are removed, the customer will receive credit for any propane remaining in the tank less a 15% handling fee This credit will be applied to any open account balance, then within to weeks a refund check (if a credit exists on the account) will be mailed to the customer

The consumer was refunded for the gallons remaining in the tank. The refund was mailed to the consumer on 09/25/2015. Let me know if there is any additional questions. Sincerely,Jonah D***

Regarding pricing, the consumer’s cost of propane gas is based on a number of fixed and variable costs to get the propane from its origin in Mt Belvieu, Texas to its final destination in the consumer’s tank. These costs plus the costs of the physical product are what determines a consumer’s
fuel rate. The pricing structure does support the fact that the more gallons a consumer uses the lower the cost, as the fixed costs can be distributed over a greater number of delivered gallons. Which results in a lower price structure for higher volume users. Mr*** used gallons in the calendar year Mr*** used gallons in the calendar year Mr*** used gallons in the calendar year Based on Mr***’s annual volume the rate charged at the time of delivery was correct. When comparing pricing with other fuel providers it is important to specify the amount of gas that is being used on an annual basis. In addition, other fuel providers may provide a lower introductory rate in an attempt gain a consumer’s new businessRegarding the change in pricing between recent deliveries: On 11/01/2017, Mr*** received a delivery of gallons at a price of $per gallonOn 01/24/2018, Mr*** received a delivery of gallons at a price of $per gallonDuring this period the price increased 17.6% due to increased costs from our suppliers. As a comparison, the New York State Energy Research and Development Authority (NYSERDA) publishes a weekly heating fuels report which provides the Average Retail Propane Prices by region for a 1,gallon usage category. During this same period of time, 11/01/to 01/24/the NYSERDA Average Propane Price for Central NY changed 22.5%. DiSanto Propane’s price change was 4.9% less than the NYSERDA averageAnother option for Mr*** to save on his energy costs would be to enroll in our AutoPay Program which will save $per gallon. Mr*** can enroll into this plan by signing into his account On-line at www.disantopropane.comThe provided documentation supports all actions taken by DiSanto Propane and hopefully will provide a better clarification for the customer

The above issue has now been resolved with Ms*** & we apologize for the inconvenience this created

The customer contacted our office on 08/05/2015 requesting a delivery.  Due to the account having a history of being in arrears, the customer was required to prepay for the propane delivery, and a delivery charge would apply. The customer was quoted the following Off-route delivery options: 1)...

Wait for the next scheduled route, 2) Pay a $95.00 delivery fee for a delivery within 2 business days, 3) pay a $55.00 delivery fee for a delivery within 5 business days, or 4) pay a $25.00 delivery fee for a delivery within 14 business days.  The Customer chose a delivery option of within 14 business days to receive the delivery.  At that time the customer provided payment for the delivery and delivery fee and the credit card was processed and the credit was applied to the account.  On 08/12/2015 the customer contacted our office to cancel service and remove our tank and equipment.  On 08/28/2015, the tank and equipment was removed from the property.    It was explained to the customer that the processing time for account refunds was 8 to 10 weeks from the date of equipment removal.  On October 2, 2015 a refund was mailed to the customer. The provided documentation supports all actions taken by DiSanto Propane and hopefully will provide a better clarification for the customer.

The customer contacted our office to request a delivery on March 26, 2015.  At that time the Customer stated the Propane Cook Stove was used as supplemental heat in the kitchen.  Due to the account being almost 120 days in arrears, the customer was required to prepay for the propane...

delivery, and a delivery charge and out of gas fee would apply due to the customer being delinquent and missing the previously scheduled run.  On April 10, 2015 the customer made a partial payment to fill the tank and then on April 15 the customer made the remaining payment for a delivery.  At that time the customer was quoted the following Off-route delivery options: 1) Wait for the next scheduled route, 2) Pay a $95.00 delivery fee for a delivery within 2 business days, 3) pay a $55.00 delivery fee for a delivery within 5 business days, or 4) pay a $25.00 delivery fee for a delivery within 14 business days.  The Customer did not choose a delivery option and the delivery was to be worked in at the time of the next scheduled delivery route.  On April 17th, the customer contacted our office to cancel service and remove our tank and equipment.  On May 29th the tank and equipment was removed from the property.   On June 19th, 2015 a refund was mailed to the customer. In Summary: I am unclear on the dates referenced by the customer in the complaint letter as they do not validate the actual time frame of the events explained above.  I apologize for any unprofessional customer service that the customer experienced while dealing with our office.  At the same time it needs to be noted that this situation could have been avoided if the customer paid the bill within the 20 day terms which would have allowed our company to continue automatic deliveries and eliminating the customer from running out of propane. The provided documentation supports all actions taken by DiSanto Propane and hopefully will provide a better clarification for the customer.

The customer contacted our office on 07/03/2015 to request the removal of the equipment.  On 09/25/2015 D[redacted] Propane removed the tank and equipment from the property.  Although the interval to remove the equipment exceeded our standard response time for this type of activity, the...

customer’s request was handled at the earliest opportunity.  We apologize for any inconvenience that this may have caused to the customer.

The account is a COD (Collect Upon Delivery) account as the result of previous payment delinquencies.  The customer is required to prepay for a delivery prior to or at the time of the actual delivery.  Our office had attempted to contact the customer and schedule a delivery on each of the...

dates:  09/18/17, 09/11/17, 06/07/17, 05/23/17, 04/18/17, 04/11/17, 04/05/17, 03/28/17.  On 10/12 the customer contacted our office to state they were out of gas, it was explained that special delivery fees would apply based on when they would like a delivery.  The customer chose a delivery within 2-days and it was explained that a $95.00 delivery charge would apply due to missing the previous delivery attempts. Later that day on 10/12, the customer contacted the office to have the tanks removed.  We are scheduled to remove the tanks the week of 10/23/17.  Once the tanks are removed, the customer will receive credit for any propane remaining in the tank less a 15% handling fee.  This credit will be applied to any open account balance, then within 4 to 6 weeks a refund check (if a credit exists on the account) will be mailed to the customer.

Ms. [redacted] refund was processed and mailed on January 4th, 2018.  In the event that Ms. [redacted] did not receive the refund check please contact our office at 1.800.752.4574.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I still feel that DiSanto has poor business practices and word of mouth travels quickly.  Also, shame on their customer...

service.
Regards,
[redacted]

BUSINESS STATED THAT THE TANK WAS PICKED UP 9/8/16 AND THEIR POLICY IS 8-10 WEEKS FOR REFUND.  WE WILL BE SENDING A CHECK OUT NEXT WEEK TO THE CONSUMER.

Di Santo Propane did pay us for the fuel remaining in the tank.  However they changed us a percentage to pick up their tank and would not accommodate us by picking the tank up until they were darn good and ready.  We were having our driveway blacktopped and asked if they could get the tank picked up to help us and they would not come and made us wait 6 months before they finally came.  I asked my oil company if they charged for tank pick ups and they did not and also removed their tanks in a timely manner, the same or next day after the switch.  The receptionist was always nasty.  I must say I would never recommend them to a friend.  They have much to be desired as for PR customer appreciation.  We dealt with [redacted] (the former owner) and we always had a good relationship w/them.  The Di Sarto company was a totally different story.  Thank you for your assistance.  It was greatly appreciated although they were not going to accommodate either of us they were doing it in "their own good time."