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Delaware Propane had nothing but the customers safety in mind, when we recommended the furnace be checked, when the gas system would not hold pressureThere was no financial gain on our partBy not placing the system in service on our 1st visit, meant we had to make another trip back, at no charge to the customer We disagree with [redacted] ***’s statements that we set out to deceive and cause him distressWe deliver and set tanks at no charge for heating customers, and having to go back multiple times cost us time and money We wish [redacted] the best, with his decision to go with another propane gas providerIn the interest of moving forward, we will refund to [redacted] ***, the cost of the HVAC service call, made by Horizon ServicesA check will be mailed within days

Worst customer service and overpriced We have been without hot water for weeks! Although they came out to give us a quote rather quickly, it took a week and a half to get them out here to "fill" our tank They came an hour earlier than the scheduled time & when we weren't here, they made up a story about how they couldn't get the TWO tanks into our yard because there were three steps (that were there when he came out to the property beforehand to give us a quote,) and would have to come back on Monday- in FIVE days They also said that they supposedly had to add another pipe or something, that would cost us another $75-$ Why didn't he notice the need for this when he originally came out to the property & how did they figure this out when they didn't even get into our yard? We already have a tank in our yard that they should've just filled Even if we didn't own that tank, our teeny tiny house would never need two additional tanks! Not to mention if they couldn't get the tanks in the yard today, what would be different when they came back on Monday? Each person we spoke to to try and resolve the issue was even more rude than the last I finally just asked for our whopping $back and the woman on the phone, Melissa, said, "We can do thatGoodbye." Before she could hand up I asked her how they planned on refunding our money and when we could expect it Of course, like everything they do, it will take a ridiculous FIVE to TEN business days for a refund because they have to "process" it I called another company and it was less than half the price and they're coming tomorrow They also couldn't understand why Delaware Propane charged us so much or why they were bringing two tanks Everyone agrees that we feel they were trying to scam us What a terrible experience!

Re: Complaint *** On December 8th, 2014, Delaware
Propane delivered, and set a propane tank at the residence of *** ***The residence had not had gas service for yearsAs part of our customer service, we conduct a no charge, safety review of the gas system, which includes a minute leak test of the gas system, from the propane tank to the end gas applianceThe leak test would not hold, and showed a leak at the furnaceFurther checking determined that the gas control valve on the furnace was leaking internallySome people may not consider this a safety issue, because the gas is leaking into the firing chamber, but any gas leak is a potential disaster, waiting to happen, and Delaware Propane will not activate a gas system with a leakOur fully trained and certified service tech ran this leak test times, with no change in the resultsThe furnace was Red Flagged, and *** *** was informedWe have no explanation, why the representative from Horizon Services would obtain different results, and claim the system has no leaksWe have never seen a gas leak, fix itself, or magically go awayPerhaps our testing equipment, which is dedicated to the gas business, is more sophisticated, but regardless of the reason, the gas safety codes we operate under, do not allow us to put a gas system into service with a leakThe gas detector, or sniffer, used by Fire Companies, would not have detected this type of internal gas leak in the furnaceWe sent another serviceman to *** ***’s residence on December 9th, to do another check on the systemThe serviceman happened to notice that there was no sediment trap installed at the gas input line on the furnaceA sediment trap catches particles and dirt in the gas line that can damage a gas valveWhen this was mentioned to *** ***, he became very angry, and stated that he wanted Delaware Propane to remove the propane tank, and refund any monies he had paidOur service tech complied, and removed the tank and related install equipmentHis account was never charged for anythingAlthough Delaware Propane does not charge to install a propane tank used for heating purposes, we do normally charge if we are involved with any service work, on the customer owned part of a gas systemWe made multiple visits to *** ***’s residence, checking his part of the gas system, never charging for time or travel, all in the name of getting his gas system safeIf our strict attention to gas safety codes caused *** *** any emotional distress, we apologizeOn a separate note, I saw at the beginning of the notice we received, that *** *** is the contactI don’t know how that happened as he used to be a technician with our company and has movedWe kept his email open in case of any straggling emails and we check it periodically, that is the only way we knew about this complaintPlease send any further correspondence to me: *** *** ** *** or at the above address Kind Regards, *** ** ***
*** ***

Delaware Propane had nothing but the customers safety in mind, when we recommended the furnace be checked, when the gas system would not hold pressure. There was no financial gain on our part. By not placing the system in service on our 1st visit, meant we had to make another trip back, at no charge to the customer.
We disagree with [redacted]’s statements that we set out to deceive and cause him distress. We deliver and set tanks at no charge for heating customers, and having to go back multiple times cost us time and money.
We wish [redacted] the best, with his decision to go with another propane gas provider. In the interest of moving forward, we will refund to [redacted], the cost of the HVAC service call, made by Horizon Services. A check will be mailed within 7 days.

Fast reliable service. Very professional.

Please be aware that Delaware Propane has serious billing issues, almost every month my bill is wrong and when you make payments they are not credited to your acoount

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Delaware Propane only made two visits to my residence: Once to install the tanks on 12/8/14 and then on 12/9/14 when I called up to complain after the HVAC Specialist ([redacted]) at Horizon Services and Chief [redacted] from the [redacted] stated that the system has no leaks and is in proper operating condition. I have documentation from the HVAC Specialist at Horizon Services stating that my system has no leaks and is in proper working condition. Furthermore the HVAC Specialist at Horizon Services states that the sediment trap for my furnace is located underneath the floor board of the unit and the tech at Delaware Propane never performed an adequate check to see if the unit had a sediment trap. All he did was glance at the unit and then inform me about the unit having no sediment trap. My unit has not been used for a year and the HVAC Specialist from Horizon Services and serv ice technician ([redacted]) from [redacted] states that the unit not being used for a year has nothing to do with the furnace not working properly. Delaware Propanes response to my complaint is full of lies and deceptions in an attempt to show that they had no fault in trying to blantantly trying to deceive a customer. Any person who had to indure the missed time off of work (about 10 hours) to get gas services properly installed at his residence and emotional stress that was caused by the deception that Delaware Propane attempted to endure on me would be outraged. They would do the same thing in my position and respond to the business in the same way. On 12/19/14 a service tech from [redacted] ([redacted]) came out to install two 120 gallon propane tanks on my property and to perform a residential gas appliance system check on the furnace. There were no problems with the unit and no gas leaks detected as previously stated by Delaware Propane. System leak test had a start pressure of 8.7" and a end pressure of 8.7" with time held of 10 minutes with the system being rated as ok with no problems. I have paper work from [redacted] to confirm these results. Since the date of the install from [redacted] I have not had any problems with the furnace. Unless Delaware Propane does the right thing and refunds me the cost of the service call from the Horizon Services visit I will be filing a small claims court action against Delaware Propane. The small claims court action will consist for the cost of the service call, missed time from work, and compensation for my emotional distress for being without fuel oil for eleven days until [redacted] was able to properly/professionally assist me with servicing me with Propane to heat my home. I have all of the documentation from Horizon Services and [redacted] along with a written statement that can be obtained by Chief [redacted] at [redacted] to back up my claim that Delaware Propane was negligent in this matter. If you think that I am bluffing just try me. I will not stand for being mistreated in any circumstance by a business and my actions will assist others in not having to deal with what I endured from Delaware Propane. I can furnish any and all information to the Revdex.com if requested.
Regards,

Best customer service I have ever experienced!