Gasco

We called Gasco to get a quote on switching propane companies, and was told that the new rate, should we switch to them, was going to be $per GalThe quoted rate was actually cents per gallon for the first fill.The only stipulation was that we would need to pay up front for the first full tank, which we didWe then received a letter/contract in the mail, stating that if we wanted the rate of $0.88/Gal we would need to sign up for auto-refillsWe filled out this contract and mailed it in.The customer is confused, they never received a contract that indicated that their price would be cents per gallon if they signed up for “auto-refills” They were sent, received and executed our standard Sales and Service Agreement that explains the terms and conditions associated with our company providing them with propane service Nowhere in the Sales and Service Agreement is a fixed price for propane stipulated or quoted.Fast-forward to billing of first of auto-fill up, and our propane rate was $1.66/GalWe notified Gasco with our concerns and spoke to several people who claimed that we never had a contract with them and that this was their current rateTrue, the customer did not have a fixed winter price contract with us We offer types of fixed winter pricing A guaranteed rate and a pre-purchased rate Both require the execution of the contract specific to the pricing plan they may prefer and the submittal of requisite payment needed to secure the contract.After I expressed all of my concerns, we were informed that there was nothing that they could do except to discount that bill by a couple of cents/gallon; and that somehow we did something wrong during our sign up processSo despite doing everything that was asked of us-paying for initial fill up-front and signing up for auto-fill as requested-they did not hold up their end of the contractWe have no record of any fixed winter pricing contract on file for this customer Occasionally a contract may be misplaced or misfiled We asked the customer to provide us with a cancelled check or other form of payment verification that they had indeed entered into a fixed price contract with us They were unable to do so Absent any proof that a winter fixed price contract had been purchased by the customer we had no recourse but to charge our current rate in effect at the time of deliveryTheir failure to not obtain what they needed to secure our contract, resulted in much higher propane costs for our familyIt is certainly through no fault on our part that the customer failed to enter into a fixed price contract with usIt is totally voluntary It is quite common for a customer to have a contract sent to them simply for perusal, never to be executed and returned We administrate thousands of these contracts annually and do not have the means to follow up on every contract forwarded to a customer for their execution This was explained to the customer on more than one occasion by a Customer Service Representative and the Area Manager.That was the last tank of propane that we will EVER purchase from this inconsiderate, shady business It seemed very much like a bait-and-switch operationThey talked a very good price, but in the end did not hold up their end of the bargainOnce again, the customer’s failure to enter into a fixed price contract for the winter, can in no conceivable way, be construed as something that is our fault.I informed them that I was not happy, that I would no longer purchase anymore propane from them, and that I would be filing a report with the Revdex.comI was told by the representative that "they could not care less, and do what you have to do"Clearly customer service is not at the forefront of their business model.No one working here would have said anything that ludicrous We have been in business since and service over 8,accounts in Northern Wisconsin and the Upper Peninsulas of Michigan Our customer service is certainly not at fault here The customer’s inability and unwillingness to accept the fact that they did not have, nor did they enter into, a fixed price contract is the only issue at play here Our only recourse was to apologize for their perhaps misunderstanding the terms of their propane service and current rate structureLike everything else we tried to explain to the customer, the customer preferred to stick to their own narrative in absence of facts to the contrary

After reviewing the customer's complaint it's been determined that this matter was poorly handled by our customer service department.Our customer service representative should have credited the account when first requested.The account has been credited in full and we apologize for the
inconvenience.*** ***Gasco

To Whom It May Concern: This is in response to MrRick ***'s correpondence, Mr*** signed up with us as a new customer in August 2016. At that time our price per gallon of propane was .749c per gallon. When we set our rental tank for him, he received his first
fill at that price. Mr*** did not sign any sort of loor Prebuy contract with us securing that price for any certain time frame, it was simply our price for the propane we had in our bulk storage tank at the time. If Mr*** had wanted to contract for future deliveries made September - March, our Prebuy price paid in full was .949c per gallon; a loGuarantee price was .999c per gallon; and our monthly budget program was 1.099c. Since Mr*** did not chose to sign up for any of our pricing contracts, he was invoiced at our current price at the time of his deliveries. We try to stay as competitive with our pricing as we can, but the market can be unstable and there are times that prices fluctuate. During the months of November - March propane prices are usually high, as that is when demand is the highest. Mr*** had a delivery on December 12, for gallons @ 1.299c per gallon, and another delivery on February 1, for gallons @ 1.549c per gallon. Mr*** did not contact our office after either of those deliveries to discuss the increased price. We do have a sign outside our facility in the ***, WI area that is advertising .899c per gallon for propane right now; however that is only for customers who own their own propane tanks and can take a delivery at this time of gallons or more. That pricing is not our contract price; it is only the current price for the propane we have in our bulk storage tank. Propane prices for leased tanks is generally ten to twenty cents more per gallon because we have a lot invested in the tanks, as well as having insurance on them. This is always explained thoroughly to customers when they call into our office. We do have pricing contracts available for the upcoming heating season; in a customer owned tank it is 1.149c per gallon and in a rental tank it is 1.299c per gallon Our suppliers are projecting propane prices to be higher this winter, hence the higher contract prices than last season Mr*** is on an automatic delivery basis with our company, and a ticket is up for him to receive a delivery within the next few business days. He did contact us on June 20, to inform us his tank was around 20%. Our current price for his pending delivery will be at 1.149c per gallon. If there is any additional information you would like us to provide, please let us know Thank you! Laurie *** *** *** *** Gasco ** *** ***
*** *** ** *** ###-###-####

To Whom It May Concern: This a 2nd response to a complaint brought against us by MrRick ***. Mr*** was not satisfied with our first explanation of how our pricing works, which is unfortunate I am not sure there is any simpler way to explain it, but I will try. When Mr*** signed up with us in August 2016, our "cash" price was per gallon. "Cash" price means paid in full within days of delivery by check, money order, or cash. We do send our invoicing out priced cents higher; it is up to the customer to take the discount and pay the difference within the days to take full advantage of the lower price. Mr***'s invoices from his deliveries in August do list the price at .899; with notation in the center of the invoice that if paid in days to take the cent per gallon discount. Invoice# *** (8/4/16) gallons @ = $$and invoice# *** (8/15/16) gallons @ = $283.19. Mr*** did pay the first invoice# *** in full without taking off for the discount, $71.92. This was straightened out when he paid for invoice# ***; he was instructed to take the $discount off from the previous delivery, as well as the $discount for the complete fill of the tank; and he paid $233.94. As for our sign in ***, the pricing and verbiage has not changed. It still lists our current price being .899c and our toll-free phone number. When current or potential customers call into our office questioning the price they see, it is explained to them that price is only if they own the tank and can take a delivery of gallons or more right now. Pricing for propane in our rental tanks is usually higher than in an owned tank, due to the additional expenses, such as insurance, which we are responsible for We are unable to offer a specific price "forever" as the pricing of propane fluctuates with the markets, and at different times of the year due to higher demand. We have been in business since 1939. We have tens of thousands of customers and the vast majority of them have no problems with our pricing, our invoicing, or our policies, once they have been explained thoroughly. In the last few weeks, Mr*** has contacted our office numerous times with questions, which we answer completely and honestly. He never seems to have a problem understanding anything when speaking to our office staff. If there is anything else we can help you with, please contact us. Thank you. Laurie *** *** *** Gasco** *** ***
*** *** ** ***###-###-####Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Rick *** To me she lied about the because I do have a bill from them saying on the ticket and the women said nothing about owning your own tank to get that priceWe went by today from *** and the sign has different words on it saying call ectthat manager lied trough her teeth. I didn't receive any contract from them last year and they never said I had to own my own tank

We called Gasco to get a
quote on switching propane companies, and was told that the new rate, should we
switch to them, was going to be $0.88 per Gal. The quoted rate was actually 89.9 cents per
gallon for the first fill.The only stipulation was
that we would need to pay up front for the first...

full tank, which we did. We
then received a letter/contract in the mail, stating that if we wanted the rate
of $0.88/Gal we would need to sign up for auto-refills. We filled out this
contract and mailed it in.The customer is confused, they never received
a contract that indicated that their price would be 88 cents per gallon if they
signed up for “auto-refills”  They were
sent, received and executed our standard Sales and Service Agreement that
explains the terms and conditions associated with our company providing them
with propane service.  Nowhere in the
Sales and Service Agreement is a fixed price for propane stipulated or quoted.Fast-forward to billing
of first of auto-fill up, and our propane rate was $1.66/Gal. We notified Gasco
with our concerns and spoke to several people who claimed that we never had a
contract with them and that this was their current rate. True, the customer did not have a fixed
winter price contract with us.  We offer
2 types of fixed winter pricing.  A
guaranteed rate and a pre-purchased rate. 
Both require the execution of the contract specific to the pricing plan
they may prefer and the submittal of requisite payment needed to secure the
contract.After I expressed all of
my concerns, we were informed that there was nothing that they could do except
to discount that bill by a couple of cents/gallon; and that somehow we did
something wrong during our sign up process. So despite doing everything that
was asked of us-paying for initial fill up-front and signing up for auto-fill
as requested-they did not hold up their end of the contract. We have no record of any fixed winter pricing
contract on file for this customer. 
Occasionally a contract may be misplaced or misfiled.  We asked the customer to provide us with a
cancelled check or other form of payment verification that they had indeed
entered into a fixed price contract with us. 
They were unable to do so.  Absent
any proof that a winter fixed price contract had been purchased by the customer
we had no recourse but to charge our current rate in effect at the time of
deliveryTheir failure to not
obtain what they needed to secure our contract, resulted in much higher propane
costs for our family. It is certainly through no fault on our part
that the customer failed to enter into a fixed price contract with us. It is
totally voluntary.  It is quite common
for a customer to have a contract sent to them simply for perusal, never to be
executed and returned.   We administrate
thousands of these contracts annually and do not have the means to follow up on
every contract forwarded to a customer for their execution.  This was explained to the customer on more
than one occasion by a Customer Service Representative and the Area Manager.That was the last tank
of propane that we will EVER purchase from this inconsiderate, shady business.
It seemed very much like a bait-and-switch operation. They talked a very good
price, but in the end did not hold up their end of the bargain. Once again, the customer’s failure to enter
into a fixed price contract for the winter, can in no conceivable way, be
construed as something that is our fault.I informed them that I
was not happy, that I would no longer purchase anymore propane from them, and
that I would be filing a report with the Revdex.com. I was told by the representative
that "they could not care less, and do what you have to do". Clearly
customer service is not at the forefront of their business model.No one working here would have said anything
that ludicrous.  We have been in business
since 1937 and service over 8,000 accounts in Northern Wisconsin and the Upper
Peninsulas of Michigan.  Our customer
service is certainly not at fault here. 
The customer’s inability and unwillingness to accept the fact that they
did not have, nor did they enter into, a fixed price contract is the only issue
at play here.  Our only recourse was to
apologize for their perhaps misunderstanding the terms of their propane service
and current rate structure. Like everything else we tried to explain to the
customer, the customer preferred to stick to their own narrative in absence of
facts to the contrary.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Review: My wife and I obtain our Propane from GASCO and this year we decided to prepay to ease the financial burden during the long winter heating season. We prepaid half of what was due per contract with the remaining portion due in September. This week we received an Invoice in the mail charging us 18% interest on our unpaid balance. In other words GASCO is charging interest for a service they have not yet provided. Charging us interest on our own money.

When I called to discuss all they said is "its in the contract", "you should have read the contract". Then I asked to either waive the interest fee or cancel my service the office managers response was " OK but you will lose all your prepaid money that we already have"Desired Settlement: I want GASCO to issue a complete refund of my prepaid funds and GASCO can remove their tank from our property. I will take my business to a more reputable firm.

Business

Response:

Attached is a copy of the contract Mr. [redacted] executed.

It plainly states that if payment is made in installments that a finance charge will apply to the unpaid amount.

It also plainly states that to sever the Agreement a termination fee would apply.

Mr. [redacted] is one of several hundred people who executed a contract for the coming year.

No one else, to my knowledge, had any difficulty understanding the terms and conditions as set forth.

Sincerely,

It was approximately -20 degrees below zero and we ran out of propane. I immediately phoned Gasco and received their voice mail where I left a message requesting that someone please come and put some propane in our tank. The person that called back was extremely rude. He asked if I checked the tank and I told him that because the snow was so deep I couldn't get to the tank. He responded with "Then how do you expect our guy to get to the tank"? I had paid our bill 3 weeks earlier and he told me that we still had an outstanding balance. He then made a comment "I guess you will have to go without heat". About 2 1/2 hours later the truck showed up but the driver was told that we had to pay $500 before he could put propane in the tank. I paid him $500 that night and we were also charged a $125 delivery charge on our next bill. I had an absolutely horrible experience with this company.

Review: Decided to take business to another gas company after being loyal customer for 20 years or so. Decided to go with another supplier because gas was much much much cheaper and Gasco wanted payment earlier each year - prebuy paid in full for the following winter by June or July!!!.

We received final bill to close out account (purchased the tank). Paid promptly off their invoice. Now we continue to get bills for $7. Called after bill received and was told by office girl she was going to talk to the manager and they never called back so we assumed their error was forgiven for the whole $7.00. Received yet another bill today - called and talked to someone very snippy and she identified herself as the office manager. Asked if the $7 could be written off because it was their error and they don't take credit card without high fees so we didn't think we should be required to waste another check and stamp for their error. Girl in office (manager???---we question if this was the manager due to such poor customer service skills) - "it's money owed, we're not doing anything about it, we've been in business since 1930", and SHE HUNG UP!!!!Desired Settlement: WRITE OFF THE $7.00 YOU MADE THE ERROR ON. WE HAD PAID OFF YOUR INVOICE AND PAID IN FULL.

Business

Response:

After reviewing the customer's complaint it's been determined that this matter was poorly handled by our customer service department.Our customer service representative should have credited the account when first requested.The account has been credited in full and we apologize for the inconvenience.[redacted]Gasco

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

I took my car into Gasco or a power steering hose repair,,, upon picking up my car my brakes were not working right and the check engine light was on, when I got home I opened the hood and saw on top on the master brake cylinder a clear coat of cylicone on top of the brake reservoir that had melted, what it was hiding was a big hole that was burnt on the top of the brake reservoir and the brake fluid was coming out at the top, I called Gasco and they had me bring the car back down and they would look at it, when I did they admitted that the mechanic had rested the mechanics light on it and it had melted, leaving a big hole that was not repaired, I could have lost my brakes driving home, they offered to fix the master cylinder due to mechanic error, only when I picked the car up again it had no power, the gas and the brake pedal wouldnt let the car even coast down a hill. the abs stabilizer light and tracking system light was on the hole way home,the car swayed back and forth. I knew something was majorly wrong, I had another shop assess the car and they immediately diagnosed it with faulty repair of the master brake cylinder contaminating the brake fluid and running through the lines damaging the ABS unit, the calipers etc. It cost me [redacted] to fix my car to be in the same driving and running condition it was in when I first brought it into Gasco. Neither time did they tell me wha they let me pick up my car twice with major mechanical problems that they had caused by not properly repairing their mistake when they burnt the master cylinder in the 1st place. I had no front brakes, every rubber hose was also damaged due to the contaminated fluid. I took care of my car and never had any problems, I am disheartened and very upset over this faulty careless work. if they had repaired my car correctly when they first burnt the master cylinder the $ [redacted] worth of damage would not have happened. and they released my car to me without telling me what they did? didnt repair it? and no front brakes?Desired SettlementI had to payanother garage [redacted] to fix the issues that gasco caused.I would like to be reimbursed. On the copy of the invoice I have from [redacted] where my car was brought to after Gasco damaged it the memo reads :Vehicle was towed in front brakes locked due to contamination of system. when brake fluid reservoir was repaired incorrectly (elsewhere) this repair contaminated all brake parts that have rubber in or attached to.Please feel free to contact [redacted] XXXXXXXXXXBusiness Response [redacted] did bring her car for a power steering leak,we fixed the leak .a couple days later she called and said her brake fluid reservoir had a hole in it and she said we did it...its possible but we are not a hundred percent sure. being a new customer gasco replaced the master cylinder for her for free.We drove the car after and everything was good.I told her if she ever has any problems to bring it in and we will check it for her .next thing I know I get a letter from the Revdex.com with a bill. the garage she brought it to, changed everything I mean everything that had to do with the brakes,we went to the garage and the mechanic that worked on the car said that the car came in with a whole in the mastercylinder so he changed everything thinking it was contaminated...we said we already changed the master cylinder he didn't know what to say..now we showed a couple master mechanics the paper of what the garage did and both said there is no way in [redacted] that everything is contaminated,he screwed that lady over.he didn't know what he was doing so he changed everything...we asked [redacted] if we could have the parts tested for contamination and she said no..what we believe was the problem to begin with is we must have gotten a defective master cylinder.if she didn't have a brake problem before we changed it than it has to be that part...and further more if the master cylinder was contaminated the is no way it went through the whole system ,it would take years to move from the cylinder to the rear of the vehicle..thats a fact.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)As previously stated: I took my car into Gasco to repair the power steering lines. 1) After they replaced the power steering lines my car was released to me, as I was driving my car and the brake pedal felt spongy and sinking off and on to the floor, the brake warning light came on. The next day my car was running just as bad as it was when I picked it up from Gasco and the brake warning light was still on. I opened the hood and that's when I saw the gaping hole in the top of the Master Cylinder Reservoir, brake fluid had been spitting out of the hole on the top of the Reservoir, and the brake fluid level was low. I telephoned Gasco and told them of the situation, they had me bring the car back in for them to look at. Gasco offered to replace the master cylinder for free because after they had talked to the mechanic that had worked on my car he had admitted to placing his mechanic light on top of the Master Brake Cylinder Reservoir and burning a hole in it. My car was released to me without any knowledge of the damage, the hole, or the lack of braking ability.2) I brought my car back into Gasco to repair the damage done to the Master Cylinder. Upon picking up my car and driving away, it was driving very slow like it had no power, but it was not stalling, I needed to use the gas pedal to dive down a hill instead of coasting down the hill, I had to press the pedal almost to the floor to get up a hill, and the car would only climb the hill at a very low speed, my car was driving like the brakes were on, but they were not, my car was swaying back and forth slightly on the road, the abs and stabiltrak lights came on and stayed on. Again, my car was released to me in this condition which could have caused dangerous driving issues.The Master Cylinder is the heart of the car and the most important part of the car to keep properly maintained and intact to avoid hazardous driving conditions.Their was nothing originally wrong with my Master Cylinder, Brakes, ABS System etc. before I brought my car to Gasco for the Power Steering line repair.If the burn hole was fixed properly and immediately dirt, debris and moisture would not have been able to enter the system, the mechanic also tried to cover up his mistake by repairing the hole with an unknown substance that could have also contaminated the system. This brake fluid remained in the lines and obviously was not flushed out of the system when they installed the new Master Cylinder, allowing for more damage. If problem number 1) was repaired immediately and correctly, the problems and damage that occured under number 2) may not have happened. But it did and why? They admit they may have also put in a faulty new Master Cylinder, Gasco should have tested the new Master Cylinder before it was installed, they obviously did not!Gasco damaged my car not ONCE but TWICE and they wanted me to bring it back to them a THIRD time to fix damage they had done, again- not once, but twice, to a perfectly fine Master Cylinder, Brake System, ABS System etc.My car only has 45K miles on it and I keep it properly maintained, it is in excellent condition. The Master Brake Cylinder and your braking system are the most important part of your cars maintenance in order to avoid hazardous driving conditions. I have had no further problems with my car since Milford Tire repaired the damage that Gasco had caused.I do not accept the response from Gasco.Even though Gasco admitted to making the two mistakes to my car, which had caused an extensive amount of damage, they are not willing to take responsibility for their errors. I must seek further action.Revdex.com Thank you for your time and effort in trying to resolve this matter.Sincerely [redacted]Final Business Response 1st of all I said he might have burnt a hole in the master cylinder,I wasn't 100% sure that was even there before.and he tried fixing it when he saw it.you were a brand knew customer after all so we didn't know if it happened where you used to bring your car! 2nd we test drove the car after we did the work and everything was good..you cant test the master cylinder to see if its working properly until it is on the vehicle.3rd nothing what so ever contaminated the system, it would take either a broken brake line or many many years before the brake fluid made it from the front of the vehicle to the back...fact!so like I said before the garage that you brought it to didn't know what was wrong with the car so they changed everything and little did you know he is a back yard mechanic and a druggy if you must know...I also told you if anything ever happens to your car please bring it back. Sometimes you get parts that are defective because they are rebuilt and you sometimes don't know that right away..for that I apologize.we asked [redacted] if we could have a couple of the parts so we can send them out to be tested and she said no...why because nothings wrong with them.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I stated the truth I have nothing more to ad.