Enchanted Florist

[redacted] Revere Gas would like to apologize for any inconvenience and ill-feelings this may have causedThe delivery technicians have been working in extreme conditions to keep our customers safe and warmDuring these extreme winter conditions, priority delivery is given to those customers that are on automatic delivery and have primary sources of heat that use propaneYour dispatch was noted by the office on 2/10/and was in the open order system for a supplemental heating system with 20%"Will-call" customer dispatches are handled based on percentage and a "need" priority during this extreme winter weatherWe attempt to work these customers in while continuing to provide "keep-full" service to our automatic customers"Will-call" customers are asked to call the office when their propane tank gauge is reading 30% and there is a 3-business day delivery periodYour delivery did not occur until the 6th business day due to the extenuating weather conditionsWe apologize for this delay in serviceTo remedy this situation from occurring again, we would like to extend the offer to increase your propane storage and change your account to automatic delivery, free of chargeAgain, we apologize for any inconvenience that this may have causedIf you would like to take advantage of this offer, please contact the local officeThank you for your understanding in this extreme winter weather

Our customer initially signed a contract on 11/21/ requesting to be a "Will Call" customer Our contract specifies "(This) means that you will monitor the gas you consume, and contact us for a delivery when your tank gauge reads approximately 30% A delivery fee may be charged if your delivery is required prior to our delivery route in your area........You should normally expect it will take up to days for us to make a delivery." On 11/27/we made a delivery to the customer without issue Again on 12/17/we made another delivery to customer without issue On January 2nd the customer sent an email to our office requesting a delivery, with the tank at 30% On January 3rd our office responded via email, suggesting we put the customer on automatic delivery, and asked the customer to let us know how they wished to proceed On the same day the customer responded (in part) saying "We can continue to call if this works for you guys Whatever works is fine with me." With this response, the office was not sure whether to put the customer on auto delivery or leave them on "Will Call" On January 25, (Saturday) the customer sent an email to our corporate office (which was forwarded to the local office) requesting a delivery The tank was at 30% On an email dated February 1, (Saturday) the customer stated that they called the office on Monday January 27th to "make sure I was on schedule to receive propane and a young lady said I was on the schedule however it takes days for propane." The customer was very upset and did not want to pay a special delivery charge On 2/3/a delivery was made to the customer (days from 1/25) First, we would like to apologize to the customer for the confusion and delays Obviously we missed the delivery schedule by a couple of days, when in fact we would have much preferred to deliver her gas in less than days In addition there was confusion on whether or not the customer wanted to be on automatic fill We should have followed up with the customer This has been discussed with the staff in the office In our opinion, automatic fill would have eliminated these issues Due to our errors, the customer was charged $per gallon less than our posted price, and was not charged a special delivery fee Unfortunately, this year the propane industry experienced an unprecedented change in gas pricing, ultimately as a result of: The U.Spropane inventory level setting new year low marks since November Greater than crop-drying in the Mid West Extreme cold in the East and Northeast Increased exports of propane Europe and Japan Pipeline and rail issues This is all mentioned to point out that the Revere offices were extremely stressed during the January time period We had just opened a new office, with new customers, many who were using more gas than accustomed, at higher prices This was not only stressful for our office employees but our customers as well We hope our customer (who wrote this complaint) understands the situation we were in and gives us another chance to serve her account as it should be done Revere Gas has been in business since and we value all of our customers

The business resolved my issues and we they are continuing to service me without any issues.
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

*** ***On August 11, 2014, you made contact with the Warsaw office to set up an account for a home that you were renting at *** *** *** *** *** *** Revere Gas had been out earlier to pick up the tank at that location under another customer's nameWe were unaware
that you had moved in to the homeYour account was set up as a Will Call/Pre-pay account that required payment prior to having any services doneWe came out and reset the tank at no charge except for the leak check fee of $A leak check is required for any service interruption, for your safetyOn February 9, 2015, you called the office stating that your range/oven had made a loud booming noiseThe Warsaw office dispatched a service tech to your home that same day to secure the tank to insure safetyThe issue was with your range/oven, not with our equipment and it required a service callThere was no leakDue to the payment status of your account, we let you know that the service call fee of $was due prior to scheduling the appointment for your range/ovenYou stated that you would call us backEventually, you decided that you did not want to use propane, we picked up the tank, credited back for the propane that was in the tank at the price per gallon in which you paid and then issued a refund checkWe have attached a copy of the Application for Service and Tank Lease agreement that you signed as well as a copy of back of the formsThe first term and condition states as follows:TERMS: The initial term of this AGREEMENT is twelve (12) months unless noted elsewhereThereafter, this Agreement shall continue in effect until either Revere or CUSTOMER terminate this Agreement with or without cause by giving thirty (30) days written notice to the other party by delivering such notice at P.OBox 100, Hartfield, VA Termination fees will apply for Leased Equipment removal.We apologize for any ill feeling caused over the termination fee. Revere Gas has not charged a "hidden" feeAs you can see the lease agreement specifically states, "Termination fees will apply for Leased Equipment removal." If you have any other questions about the documents that you signed, please feel to contact the local officeThank you.?

Revdex.com:
I have reviewed the 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.
Customer request that Revere Gas not lie to its customers or the Revdex.com.  This customer  ([redacted] and [redacted]) did not make any complaints about an extra delivery charge at the time of any phone call and we were complete unaware of any additional delivery charges however at the time we ordered propane online via the internet through the Revere gas website, we noticed their advertising changed and a note was posted that anyone ordering propane under 1225 gallons would be charged additional fee (this was discovered on January 27th).  I called to find out if I was on a schedule since it had taken so long.  Revere gas contacted this customer on 02/03/2014 and the young lady on the phone stated that propane was delivered at 9:00 am and my tank was at 5%.  I  questioned the 5% because it was empty and had been empty for several days. We were without  heat all weekend and we left the house to travel up north. We have returned again this Saturday, February 8th to a 34 degree home.  We are still without heat and our tank is full.  THe lines are probably vapor locked since the tank had been empty in the cold weather for several days due to lack of service.  It is a SAFETY Hazard to fill a tank that is on zero and I suspect this is why Revere Gas called back to state it was at 5%.  This is unethical and unsafe.  I would think they would have done the right thing by checking the lines for any air locks or issues that would damage my heating system. The heat has not worked since they left.  Please note we were not at home when the propane man delivered the fuel and no lines or additional charges are on my bill which make note  of a safety check and line check prior to filling which should have been done prior to fueling my unit. There is absolutely no way this tank was at 5% upon delivery. Again this house was without heat for 4 days.  I signed a contract as a will call customer stating this would be done and when I called I said the gauger was at zero and I have no heat. My heating unit is now not working.  I have contacted emergency heating service through my Homeowners warranty to find out my problem.  This company has clearly not been truthful  in their reply to resolve my issue.  As well, sent email to the Manager [redacted] requesting to be put on a scheduled service and he told me I should still continue to check my tank to make sure I do not run out. I have this in an email dated January 3rd. 
He then asked how I wish to proceed.   I want to be put on a service but heard nothing back because these guys clearly  do not want to be bothered with filling my 100 gallon propane tank or I would have been put on a schedule. I was also told there was a Nationwide shortage and they themselves had no propane to deliver. If only they would have been upfront from the beginning when I requested propane. I could have contacted another company for propane delivery since they said (the girl on the phone) they had NO PROPANE for their customers.  At least I could have taken other steps to get propane
Regards,
[redacted]

[redacted]Revere Gas would like to apologize for any inconvenience and ill-feelings this may have caused. The delivery technicians have been working in extreme conditions to keep our customers safe and warm. During these extreme winter conditions, priority delivery is given to...

those customers that are on automatic delivery and have primary sources of heat that use propane. Your dispatch was noted by the office on 2/10/15 and was in the open order system for a supplemental heating system with 20%. "Will-call" customer dispatches are handled based on percentage and a "need" priority during this extreme winter weather. We attempt to work these customers in while continuing to provide "keep-full" service to our automatic customers. "Will-call" customers are asked to call the office when their propane tank gauge is reading 30% and there is a 3-5 business day delivery period. Your delivery did not occur until the 6th business day due to the extenuating weather conditions. We apologize for this delay in service. To remedy this situation from occurring again, we would like to extend the offer to increase your propane storage and change your account to automatic delivery, free of charge. Again, we apologize for any inconvenience that this may have caused. If you would like to take advantage of this offer, please contact the local office. Thank you for your understanding in this extreme winter weather.

Our customer initially signed a contract on 11/21/13  requesting to be a "Will Call" customer.  Our contract specifies "(This) means that you will monitor the gas you consume, and contact us for a delivery when your tank gauge reads approximately 30%.  ...  A delivery fee may...

be charged if your delivery is required prior to our normal delivery route in your area........You should normally expect it will take up to 7 days for us to make a delivery."
On 11/27/13 we made a delivery to the customer without issue.  Again on 12/17/13 we made another delivery to customer without issue.  On January 2nd the customer sent an email to our office requesting a delivery, with the tank at 30%.  On January 3rd our office responded via email, suggesting we put the customer on automatic delivery, and asked the customer to let us know how they wished to proceed.  On the same day the customer responded (in part) saying "We can continue to call if this works for you guys.  Whatever works is fine with me." With this response, the office was not sure whether to put the customer on auto delivery or leave them on "Will Call". 
On January 25, (Saturday) the customer sent an email to our corporate office (which was forwarded to the local office) requesting a delivery.  The tank was at 30%. 
On an email dated February 1, 2014 (Saturday) the customer stated that they called the office on Monday January 27th to "make sure I was on schedule to receive propane and a young lady said I was on the schedule however it takes 7 days for propane."    The customer was very upset and did not want to pay a special delivery charge. 
On 2/3/14 a delivery was made to the customer (9 days from 1/25).
First, we would like to apologize to the customer for the confusion and delays.  Obviously we missed the delivery schedule by a couple of days, when in fact we would have much preferred to deliver her gas in less than 7 days.  In addition there was confusion on whether or not the customer wanted to be on automatic fill.  We should have followed up with the customer.  This has been discussed with the staff in the office.  In our opinion, automatic fill would have eliminated these issues. 
Due to our errors, the customer was charged $.63 per gallon less than our posted price, and was not charged a special delivery fee.
Unfortunately, this year the propane industry experienced an unprecedented change in gas pricing, ultimately as a result of:
The U.S. propane inventory level setting new 5 year low marks since November
Greater than normal crop-drying in the Mid West
Extreme cold in the East and Northeast
Increased exports of propane Europe and Japan
Pipeline and rail issues
This is all mentioned to point out that the Revere offices were extremely stressed during the January time period.  We had just opened a new office, with new customers, many who were using more gas than accustomed, at higher prices.  This was not only stressful for our office employees but our customers as well. 
We hope our customer (who wrote this complaint) understands the situation we were in and gives us another chance to serve her account as it should be done.  Revere Gas has been in business since 1942 and we value all of our customers.