Dr. Karen S. Birdy

July 25, 2016Dear [redacted]:We are in receipt of the above-referenced complaint. When [redacted] advised our manager he owned the equipment we asked him to produce proof of ownership as we do not, and never have sold above ground tanks and the regulators to customers. When our service...

technicians arrived at his property the tank was unhooked and a competitor had already installed their equipment. We did not do anything sneaky, it's what we do when customers terminate their service with us, we simply go and pick up our equipment. We were unaware of any issues he had with our service and had he called to try to resolve any problems, we would have been happy to work with him to correct them. We are certainly Sorry to lose him as a Customer, we value his business and would love to earn it back.We have been in touch with him and we have offered a refund for the gas that was in the tank, however, unless he can produce proof of ownership of the tank we are not giving it back. Again, if his new company lets him down, we would encourage him to give a second chance, we will always do everything in our power to fix any customer problems and address any concerns. We would like to thank him for his years of patronage to our company. Please feel free to contact me if you have any additional questions.Sincerely,Brent H. Vice President Operations

August 3, 2016 Dear [redacted]:We are in receipt of the above-referenced complaint. We have been in contact With the customer and we believe we have resolved our issues with him.We are required by our insurance company to visit every customer at least once a year. For customers who do not go...

through one tank of gas per year, we charge a minimum delivery fee. This visit 8 charge includes a visual inspection of our equipment as well as topping off the tank to ensure everything is in good condition and there is no need for repair or replacement of any equipment. It really is a safety visit. In this case, the driver did not top of the tank and billed for the minimum delivery. We have spoken with [redacted] and have advised him that we will remove the minimum delivery charge from his account. We will come back to his house and top off his tank and charge only for the gas we put in the tank.Again, we apologize for any inconvenience this may have caused and look forward to a continued business relationship with Mr. Katz.Sincerely,Brent H. V.P. Operations