Granite Propane Inc.

On September 10, 2013 My husband Johnathan called Granite Propane Service and asked them to deliver more propane. The woman on the phone said she would have someone out to give us propane no later than September 27, 2013. We waited for propane to be delivered until October 3,2013. I called inquiring as to why propane had yet to be delivered and was informed someone was going to be here the next day. It is now October 8th and we are very low on propane and there for cannot heat our house. We have a two month old child and a 16 month old and we cannot be without heat.Desired SettlementI would like someone out immediately to deliver 100 gallons of propane and I feel the company should pay for it for the inconvenience it has put us through. Business Response [redacted] called and ordered propane on Sept.23, 2013, and requested a fill at the quoted price of $2.20 per gallon, not a 100 gallon minimum, which her route was supposed to start on the 23rd and finish approximately the 27th of September pending our fall fill schedule. One route is not started until the previous route is finished. We are on our fall fill, which approximately 2000 customers get their tanks topped off at the lowest prices of the season. We do not pull off of one route to take care of ONE customer on another route. [redacted] has three choices - She can pay our customary $75.00 out of route fee to get gas delivered on her specified day, or she can wait until this route reaches her delivery within the route, or she can seek service from another propane company. We do not deliver by appointment, we designate each customer to a route number and start each route from beginning customer to end. Otherwise our delivery schedule would be utter chaos. [redacted] did not call our supervisor and report her dissatisfaction, she filed a complaint with you first. I have called and left a message with [redacted], but she has not returned my call. Our current price for propane is $2.32 per gallon, but because [redacted] called on the 23rd of September we would still honor the $2.20 per gallon quoted price. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)My husband and I decided to move out of the house we were in because our children's health is more important to us than making sure granite propane kept up with their end of the agreement. Which, with past incidences has proven they do not. The propane was left on for a reason so as not to let the pipes freeze while the landlord was searching for someone else to rent. We did not pay for the propane because we did not use it. The landlord said she would change the account into her name and she would pay what was owed because she intended to keep it on. The house was broken into shortly after we had vacated which in my opinion has no bearing on this situation and should not have been brought up seeing as it is a personal matter of the landlords. And their privacy should have been granite's number one concern seeing as they claim to care about the clients. I will no longer pursue this matter seeing as I no longer have to deal with the incompetence of Granite and its employees. Thank you.Final Business Response In reponse to the complaint filed by [redacted] on the 15th of October. We delivered the 100 gallon order on same day. She mentioned at the bottom of her complaint that we were putting her children's health at risk by forcing them to live in a home with no heat. The 250 gallon tank had 15% fuel still in the tank when we arrived to put the 100 gallon order in the tank. It is now the 13th of November and we have had no attempt on payment for the propane delivered almost ONE MONTH ago. Also, the customer moved out of this residence according to her landlord around the 23rd of October, just 8 days after we delivered the propane. The house has been vandalized with damage to the garage and the electric box outside the home. We actually picked up the tank on November 12, 2013 after contacting the landlord. There was still 50% in the tank when we picked it up and after the service fee to pickup and process the credit to the account, there is no monies still outstanding on this account. With all the references to dates and times when they called for the propane service, there was never a call letting us know that they were no longer at the residence. As [redacted] had previously told [redacted] in one of their telephone conversations, if she had a complaint with this company, she needed to contact him first. He does not do conduct his business via the Revdex.com. His intentions were we to give 48 hour notice of termination of service and pickup the tank, but after speaking with the Landlord, he personally went by the house and found the additional damage to the house and instructed his tecnician to pickup the tank, as propane was no longer needed without electricity to keep the furnace operational.