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Dixie Gas & Oil Corporation

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Reviews Restaurants, Convenience Store, Fuel Oil, Propane Supplies Dixie Gas & Oil Corporation

Dixie Gas & Oil Corporation Reviews (1)

Review: My husband and I recently purchased a home with an existing, buried propane tank which is used to heat, cook and provide hot water to the household. The tank is owned by Dixie Gas & Oil Company who stated that we had to sign a usage contract with them upon completing the home sale or have the tank dug up and removed at our expense. We read and signed the contract which was gone over by their personnel with us at the local office. At that time I declined the automatic refill service because we prefer to check the gas % monthly ourselves to keep better track of our usage, plus we have found that the automatic services tend to check the gas levels and fill at the most expensive rate. Our gas level in our tank is about 40%, so I called to check the current price per gallon for proane. I was told that since we are "will call" customers we have to pay $0.15 more a gallon for our propane than the automatic customers. We also were told that we have to fill a minimum of 250 gallons or until the tank is full. I explained that I was never told about this and it was no where written in our contract or on any paperwork that we were provided at the time we signed up for services. The customer service was very rude and said, "Well, they probably told you." So I hung up and my husband then called and spoke with a manager who said that it should have been told to us, but no it is not in the paperwork. The company claims that since the drivers have to change their routes to deliver to a non-automated customer that this justifies charging us an extra $0.15 per gallon. I told them that we were saving them money by not having to check our gas levels, since we were taking that responsibility. I believe that it is discrimination and abuse of their customers to penalize those of us that understand and keep track of our own energy usage. I have checked with other customers of other gas companies and they do not have this policy.Desired Settlement: The company needs to change the policy to not charge more to consumers that do not wish to have automated refill service. This is an abuse of power and disrespectful to the customer. Any and all charges need to be outlined in the contract or on a signed, legal document. If it is not in writing, then I will not pay for it. I would like for their unfair business practices to be examined more closely, because when I mentioned reporting them for this issue they basically laughed at me.

Business

Response:

Dixie Gas & Oil Corporation received a complaint through your organization regarding our Selling Practices. It seems Ms. [redacted] has several issues with Dixie Gas and claims she was never told and that it was not on any of the paperwork. 1. The first issue: The $.15 per gallon premium on propane if she is not on automatic fill. She says that she was not told of this extra charge and when she called the manager, he said that it is not on the contract. That is true BECAUSE we send an entire separate letter explaining what will call means to a customer and what the extra charges are. We have attached this letter to this email (titled WillCall 03-14) AS WELL as the screen shot of her notes screen on her account where it was mailed to her (Word document titled [redacted] Screen Shot where we sent will call letter).2. The second issue: The 250 gallon minimum order for propane. Ms. [redacted] claims that she was never told about this 250 gallon minimum and that it is nowhere on the contract. That is untrue. I have attached a copy of the application that both [redacted] and [redacted] signed (attachment labeled app for c. [redacted]t). Right below where they chose if they need a delivery now, there is a bullet point saying that the propane minimum delivery is 250 gallons. I have highlighted it on the attachment so you can easily find it.3. We are sympathetic to different customer’s needs, so normally in a situation like Mr. and Mrs. [redacted], they have a 500 gallon tank at their residence from the previous owners of the house. For any other customer, the required usage per contract is 500 gallons minimum and if they do not use that amount, there is a yearly rental fee of $150 plus tax. For the [redacted], the manager referenced above, made a special concession just for them. They only use the propane for heat but they also have and use a wood stove (the previous owners did not use this wood stove and so had a 500 gallon propane tank buried on the property) on a regular basis. For that reason, he cut the minimum usage from 500 gallons yearly to 250 gallons. He ALSO cut the rental fee in half from $150 to $75 yearly (plus tax). He did NOT have to do this, but did so because he was sympathetic to their situation. Dixie Gas & Oil Corporation has the same agreements for all customers and we feel that we have gone above and beyond to satisfy the [redacted]ts in their specific situation. We do not feel that this complaint is warranted as we have provided the [redacted]ts everything to support the charges they are questioning. Will the Revdex.com email/mail a response back with the decision regarding this dispute?Thank you,[redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.There has been no offer of change made by the company, so therefore I do not accept their response. Whether they mailed the will call infomation or not, the fact remains that I did not receive it. Information that important should be in the initial contract. I still feel that they are ripping off their will call customers, because I have checked with every other propane supplier that services our area and none of them charge their will call customer more per gallon unless the fill up was an emergency request, which ours clearly is not. Most companies give a discount to auto fill customers instead of approximately $0.05 a gallon instead of overcharging their will call customers.

As for their concessions about the 250 minimum gallon usage per year, I knew that was in the contract, and did not state otherwise. What I did not see was the 250 minimum PER FILL or until full, so if I missed that than I apologize, which is more than I can say for Dixie Gas and Oil and their customer service. By the way, the per YEAR minimum has nothing whatsoever to do with my complaint.

There is also the issue mentioned that we have buried tank which greatly complicates the problem. This makes it practically impossible to change suppliers. I would gladly have it removed at any point, but my contract states that they will charge me for the excavation, and then also states that they WILL NOT reimburse me for the propane still in the tank that I have already paid for! This is also a point at which they steal from their customers, since other suppliers will charge for the excavation, but will reimburse you for whatever propane is left in the tank. I was offered the opportunity to purchase the tank (which is at least 15 years old) for a price that was the same as a new 500 gallon tank, which is ridiculous.

So I clearly they have made NO concessions to keep me as a customer, and are apparently not willing to. I will gladly inform anyone that is looking for propane service to go elsewhere. I didn't even get ripped off this much with [redacted], and that says a lot.Regards,[redacted]

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Description: OILS-FUEL, RESTAURANTS, CONVENIENCE STORES, GAS-PROPANE-EQUIPMENT & SUPPLIES

Address: 229 Lee Highway, Verona, Virginia, United States, 24482

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