Eastern Propane

Complaint: [redacted] I am rejecting this response because:eastern propane made me wait till november to remove their tank the height of heating season when gas is in demand causing me to to pay over $a gallon if they had removed their tank in august like I asked I'm sure $would have been the going rate.One week prior to them taking the tank eastern propane sent me a letter offering me gas at $a gallon but I would have had to sign a contract with them and rented the tank from themIn there letter they state that they don't believe the Revdex.com should be involved with this that it could have been settled with out the Revdex.comMy question is why did it take me contacting the Revdex.com to get this settled eastern propane never was going to settle this if settling means ignoring the problem at hand then there masters at it and maybe should go into the mediation business.they also make it sound like they did me a favor not charging me a disconnecting fee I never signed a contract with this company far as I was concerned they abandoned the tank on my property and I'm sure a small claims court will agree.this company has been vindictive they have lied and they have caused me and my family stress and I believe the public needs to know how they operate and how they treat people.It absolutely amazes me that when a company decides to be vindictive instead of fixing there problem they would rather kill the messenger I will gladly settle if eastern propane returns the FAIR MARKET PRICE of $like they offered in there letter the week before please remind them as a corporation they will need to be represented by a attorney if this is brought to smalls claims court and I have the letter offering me gas at $a gallon from there company they will also be responsible for intrest Regards, Thomas Mackey

Complaint: [redacted] I am rejecting this response because: prior to signing up with this company they where the only ones who have touch the stove prior to the move inAnd I was informed on a recorded line that everything was checked and servicedAnd they did come out why having service with eastern propane and they said everything was fine when it was not fineSo are covering upAnd I would like this matter handled ASAP Regards, [redacted] ***

July 20, 2015Dear *** ***:We here at Bernville Quality have addressed the complaint with *** *** *** and have reached an agreeable resolution between both partiesWe are submitting the following resolution:We have closed the above account and have taken it to a zero balancePlease see
attached screen shot of said accountThe above customer will no longer receive statements for the address that is listed on the complaint.Any questions, feel free to call our office.Sincerely,Colleen S.Bernville Quality Fuels Collections

February 23, 2016Dear [redacted]:Thank you for the opportunity to respond to the above complaint. The involved customer has been with us since May, 2015. Since they have started with us they did not keep to payment terms; which is net 30 days. We then converted their account to a load to load payment...

term. We would not deliver a second load until the first one was paid for. This customer was put on credit hold until payment was received. When a customer comes off of credit hold we can not arbitrarily deliver the same day. They must be worked back into the delivery schedule. Delivery would have been made within 3-5 business days of receipt of payment. We were not contacted by the customer to set up payment arrangements or to advise of the situation with reduced income until they were empty. We would have gladly worked with them so we could have delivered before they were empty. When propane is empty we legally have to perform a leak check and there is a charge for this. The bill was paid on 02/17/16 and we delivered fuel on 02/18/16. We accommodated the customer because of the newborn in the home. For the customers satisfaction we will not charge them for the leak check.If there are any questions please give us a call.Sincerely,Colleen S.Credit Customer Service

Complaint: [redacted]
I am rejecting this response because: prior to signing up with this company they where the only ones who have touch the stove prior to the move in. And I was informed on a recorded line that everything was checked and serviced. And they did come out why having...

service with eastern propane and they said everything was fine when it was not fine. So are covering up. And I would like this matter handled ASAP 
Regards,
[redacted]

see attached

please see attached

Complaint: [redacted]
I am rejecting this response because:eastern propane made me wait till november to remove their tank the height of heating season when gas is in demand causing me to to pay over $4.00 a gallon if they had removed their tank in august like I asked I'm sure...

$2.99 would have been the going rate.One week prior to them taking the tank eastern propane sent me a letter offering me gas at $3.88 a gallon but I would have had to sign a contract with them and rented the tank from them. In there letter they state that they don't believe the Revdex.com should be involved with this that it could have been settled with out the Revdex.com. My question is why did it take me contacting the Revdex.com to get this settled eastern propane never was going to settle this if settling means ignoring the problem at hand then there masters at it and maybe should go into the mediation business.they also make it sound like they did me a favor not charging me a disconnecting fee I never signed a contract with this company far as I was concerned they abandoned the tank on my property and I'm sure a small claims court will agree.this company has been vindictive they have lied and they have caused me and my family stress and I believe the public needs to know how they operate and how they treat people.It absolutely  amazes me that when a company decides to be vindictive instead of fixing there problem they would rather kill the messenger I will gladly settle if eastern propane returns the FAIR MARKET PRICE of $3.88 like they offered in there letter the week before please remind them as a corporation they will need to be represented by a attorney if this is brought to smalls claims court and I have the letter offering me gas at $3.88 a gallon from there company they will also be responsible for intrest. 
Regards,
Thomas Mackey

Review: I have called Eastern Propane to request propane per-gallon pricing information which they will not provide. I have asked them if I can schedule my deliveries of propane and they said they will deliver on their own schedule. I have asked them if I can request the number of gallons of propane that they will deliver on their next delivery and they said I cannot. They deliver when they want to in an unpredictable manner (for example 11-07-2013, 12-21-2013) and they charge me well above the retail rate for the current period (for example the published retail rate for propane was 2.41 in November while Eastern Propane charged me 2.64 per gallon, in December they charged me 2.81 per gallon. In December they delivered on 12-21-2013 and on 12-24-2013 sent me a past due notice threatening to terminate my account for late payment. I am a good paying customer and this is not the right way to treat people especially when Propane is the only heat source available for this house.Desired Settlement: I would like to be able to schedule my deliveries, state the quantity (in gallons) of the delivery, and have a price quote for per-gallon propane charges prior to the delivery. This is so that I can predict my expenses for the month and be able to manage my budget. Additionally any charges that were assessed for prior deliveries that exceed the national price per gallon for propane at that time should be refunded to me.

Business

Response:

The above referenced claim _was received by Eastern Propane on January 21, 2014. Eastern Propane takes pride in the excellent customer service we have provided since 1938. We apologize for our delay in responding per the attached letter faxed to you on January 28, 2014

It is rare that concerns, such as those included in this claim, are not easily resolved by speaking with our customer service team. After [redacted] conversations with our team on December 30th, I personally spoke with her hoping to address and resolve her remaining questions and concerns. As you can see below, thoroughly addressing these issues involved lengthy detail, and [redacted] asked that we revisit the matter after New Years. I do regret any lack of follow up on our part, and appreciate your providing his forum through which we may address her concerns at this time.

Referring to information included in the customer’s claim, I have itemized each point of concern, and attempted to address and resolve them below:

1. In response the customer’s statement that we would not provide pricing information, [redacted]

[redacted] is welcome to request current pricing information at any time. All Eastern Propane customers may obtain their price per gallon by phoning our customer service team at [redacted] and providing their contact information, so that we may identify their account and provide accurate, up-to-date pricing information.

2. We understand the customer wishes to (a) schedule their own deliveries and (b) specify

number of gallons to be delivered, and that this desire is related to the need to (c) predict and manage propane expenses.

(a) regard to the customer’s request to schedule her own deliveries, our insurance carrier

discourages the handling of accounts on this type of ‘will call’ delivery basis. The automated computer-aided scheduling system used by Eastern Propane considers the customer’s prior delivery history and weather conditions, using an industry factor called “degree days” (see attached), and is the best way to accurately provide customers with a steady and reliable fuel supply.

In rare cases where a customer puts a hold on their automatic deliveries, the customer

must agree in writing that they are responsible to watch their propane gauge and provide 10 days notice for any delivery request, with the knowledge that propane gauges may be

EASTERN PROPANE ID HARRSO4

inaccurate, especially in extreme weather. They must also be aware that special trip charges may apply should an emergency delivery be required causing the delivery team to deviate from their regularly scheduled routes. Further, the customer must acknowledge that Eastern Propane cannot be held liable for any damages caused if the fuel supply is exhausted. Having provided this information, if [redacted] wishes to discuss adjustments to her current automatic delivery schedule, she may contact me or our service and delivery manager, [redacted]

(b) Addressing the customer’s request to specify the amount of gallons delivered, please

(c)

know that, unlike gasoline filling stations, propane vehicles and propane storage tanks in the field are not designed to fill to a specific number of gallons. They are designed for gas to flow from the delivery vehicle, through a hose and into the tank until the tank ‘bleeds off’ indicating it is full.

Eastern Propane is very understanding of our customers’ need to manage expenses, and the challenges of doing so with a product delivered in such varying quantity and frequency based on season, weather, and other factors beyond our control. Unfortunately, this is the nature of our business. Please understand that limiting the size or frequency of deliveries does not ultimately change the amount of fuel consumed, and

in the long run actually increases expenses due to inefficient deliveries and possible out

of gas situations.

Therefore, to assist our customers in managing their propane expense, Eastern Propane offers various programs, such as our Level Payment Plans. This program allows customers to pay a set monthly amount (see information attached). In addition our billing team is always pleased to work out individual payment plans to address unexpected or excessive expenses. Such plans can be arranged by contacting a member of our billing team between the hours of 8:00 am and 4:00 pm Monday through Friday.

3. Finally, we have noted the customer’s concerns about the price per gallon not matching the

national price per gallon and/0r published retail rate. There are various indexes used within the financial and energy markets to gauge trends in fuel pricing. We are unsure which the customer is referring to; however, these indexes generally reflect average wholesale prices which do not take into account local duties, fees, regulatory expenses and delivery costs. Pricing at the consumer level varies from region to region, and market to market based on these and other

factors.

Please know that we committed to maintaining the most affordable propane prices, while

not sacrificing our dedication to reliable, safe and professional service, and will continue to do so in the future.

Again, I appreciate your assistance and trust I have clearly and completed addressed all of the concems included in this claim. I welcome further communication from your agency or [redacted], who I have copied in on this letter, toward our ultimate goal of complete customer satisfaction in this matter.

Enclosures

cc:

Verx truly yours,

[redacted] Director of Customer Service

A “Degree Day” is a heating industry term used for a day during which the average temperature

falls below 65. The number of degrees difference between 65 and the average temperature are

called “Degree Day Units”. To secure high and low temperatures local weather agencies are

consulted to track this information in your area. Each day the high and low temperatures are

added together and divided by two to find the average temperature. This average is then

subtracted from the base figure of 65 to calculate daily “Degree Day Units”. These degree days

reflect fllGl consumption required for heating purposes.

EXAMPLE: Assume on a particular day the high temperature is 55 and the low temperature is

35. Add 55 plus 35 to get 90, then divide by 2 to arrive at an average daily temperature of 45.

Then to calculate degree day units for that day, subtract the average temperature of 45 from the

base figure of 65 and you arrive at 20 degree day units for that particular day.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

1. I had tried several times to get a price per gallon of propane and and when I stated the nature of my call I was directed to a voice-mail box on all but one occasion.

2. I inquired about the level pay option but was quoted a fantastic monthly price > $550 per month for 12 months and it required a large deposit (above and beyond the $700.00 deposit initially given). Another option was pre-buying, but this option was also very expensive and incurred some sort of penalty if not all was used within a certain amount of time.

3. I do not accept that Eastern Propane could not inform me prior to delivery of the Date they would deliver, and the maximum price per gallon that would be charged for the delivery.

4. I do not accept that Eastern Propane could not give me an exact schedule of deliveries for my account so that I could predict when they would be reaching their hands into my pocketbook.

Eastern Propane's explanation of the difficulties involved with delivering a predetermined number of gallons on delivery is weak but I will accept that answer.

Regards,

Business

Response:

We appreciate your forwarding additional information in regard to the above claim. Our goal is complete satisfaction. We regret that in spite of our honest and sincere efforts, the customer indicated that they were not completely satisfied with our response.

Eastern Propane certainly desires to completely address and resolve all concerns. However, in the interim of your February 12th letter and this date [redacted] advised us that she is moving from this apartment. She has spoken with one of our team members regarding closing her propane account, and I understand this is being handled amicably. Therefore, it appears unnecessary to address in detail the issues itemized in your February 12'!“ letter.

Please feel free to contact me if I may be of any further assistance; however, I trust that it is reasonable and acceptable to consider this matter closed at this time. Again thank you for your assistance

Review: When I had eastern propane prior to moving in the states that the stove was converted to propane and I came to find out that the stove wasn't properly converted and know my family and are can't use our stove or oven safelyDesired Settlement: I want this corrected and taken care of ASAP. I was charged for gas and service calls and now I find out that they never did the work and put myself and my family in danger

Business

Response:

see attached

Consumer

Response:

Review: [redacted]

I am rejecting this response because: prior to signing up with this company they where the only ones who have touch the stove prior to the move in. And I was informed on a recorded line that everything was checked and serviced. And they did come out why having service with eastern propane and they said everything was fine when it was not fine. So are covering up. And I would like this matter handled ASAP

Regards,

Business

Response:

see attached

Review: I purchased a new house in july 2014 opon moving in there was a 500 gallon propane tank that belonged to eastern propane but I paid for the gas at the closing for my house.2 days after moving in we received a letter from eastern propane that we had !0 nays to sign a contract with them and begin paying rent on the 500 gallon tank I was so busy getting settled I did not reply well 3 weeks later we get a letter congratulating us on signing a contract with them.I had a bad experience back in 2006 when I first moved to this town with this company.I went down to there offices and inquired about how the whole propane industry works (never used propane before) the guy who lets say helped me was the rudest in your face person you could meet every question was answered in a demeaning manor like they were the only show in town.for instance when I asked him if I could buy my own tanks instead of renting them for $12 a month the guy said good luck getting a regulator real nasty it left a bad taste in my mouth needless to say bought my own tanks and regulator and found a company to fill them. so now I get this letter pretty much saying that I signed a contract with them so I sent the letter back with the words written on it "pick up your tank I never signed a contract"in big handwriting in magic marker. a week later I get a bill for the tank rental for two months august and september so I send them a check for half being I never told them to take there tank till end of august.so in good faith I paid 1 month I also called spoke to a woman explained that I didn't want them as my gas supplier she asked why so I explained about my first deelings with them and then the congratulation letter and how I would never use a company that left a bad taste in my mouth.so instead of using that feedback to fix there in-house problems they play games they waited till it got cold out to take there tank gave me 10 minutes notice they were coming came in november refuse to reimburse for gas in tankDesired Settlement: they want me to pay rent on months I was waiting for them to take tank I just want a refund for the gas that was in the tank at market rate for the date they took it $3.88 a gallon 18% of a 500 gallon tank I should not owe them anything more I probably should not have been a gentleman and paid rent on august being I never signed a contract also the service guy who came to remove the tank said the boom truck (crane) was broken and didn't get fixed till november.I drive past there shop twice a day they have at least 3 boom trucks these people lie. I just want my money for the gas they took I don't want to go to small claims court but I will

Business

Response:

please see attached

Consumer

Response:

Review: [redacted]

I am rejecting this response because:eastern propane made me wait till november to remove their tank the height of heating season when gas is in demand causing me to to pay over $4.00 a gallon if they had removed their tank in august like I asked I'm sure $2.99 would have been the going rate.One week prior to them taking the tank eastern propane sent me a letter offering me gas at $3.88 a gallon but I would have had to sign a contract with them and rented the tank from them. In there letter they state that they don't believe the Revdex.com should be involved with this that it could have been settled with out the Revdex.com. My question is why did it take me contacting the Revdex.com to get this settled eastern propane never was going to settle this if settling means ignoring the problem at hand then there masters at it and maybe should go into the mediation business.they also make it sound like they did me a favor not charging me a disconnecting fee I never signed a contract with this company far as I was concerned they abandoned the tank on my property and I'm sure a small claims court will agree.this company has been vindictive they have lied and they have caused me and my family stress and I believe the public needs to know how they operate and how they treat people.It absolutely amazes me that when a company decides to be vindictive instead of fixing there problem they would rather kill the messenger I will gladly settle if eastern propane returns the FAIR MARKET PRICE of $3.88 like they offered in there letter the week before please remind them as a corporation they will need to be represented by a attorney if this is brought to smalls claims court and I have the letter offering me gas at $3.88 a gallon from there company they will also be responsible for intrest.

Regards,

Thomas Mackey