Green's Propane Gas Company, Inc.

In response to the complaint concerning the account of [redacted]. On Jan. 14th, she contact our office complaining that her gas had"leaked out". We explained that there was no charge to come check the tank for leaks but there was a charge to check the lines throughout the house. She wanted...

the tank checked and nothing else at that time because she smelled gas around the tank. I went to the house and checked the tank, found a small leak on the gauge of the tank, repaired it and at that time the tank had 25 gallons of fuel left in it. She started questioning if we were going to replace the gas she lost. I tried to explain that the leak was very small and not large enough to cause that large of a fuel loss. She continued to complain and I explained that we do not replace any gas because we can not determine how much was lost , how much was used and if there were other leaks on the lines. Our delivery persons check each tank for leaks as they make a delivery, if a customer complains of a leak we respond as soon as possible (in this case within 1 hour) but it is impossible for us or anyone to insure a tank will never leak.  I explained this during numerous phone conversations throughout the day to the complainant and her mother, however when her mother continued to argue and yell I ended the conversation. I do not recall ever hanging up on the complainant and it is very possible that I had stepped out of the office on other work but I do know that I returned two calls of the complainant and her mother.
 
On Jan 17th, Ms. [redacted] called and paid for 50 gallons of fuel and stated that the tank was almost empty. The delivery person went to the home delivered the gas at which time he advised her that he had checked the tank again and there were no leaks on the tank and that if she used 25 gallons in 3 days that it was very possible that she had a leak on her piping and that she needed to place a service order to have her lines check and repaired. She called and scheduled the work to be done.
 
On Jan 21st, I along with our service department went to Ms. [redacted]'s home and performed a leak test. The test detected a leak on her gas line. The leak was found where someone had improperly cement around copper tubing (NOTE: Cement corrodes copper). We replaced the copper tubing and updated the regulators on her system. The system is completely leak free at this time.  I did this at a discounted labor rate in an attempt to settle this dispute. 
 
If there is any further questions, please feel free to call me at ###-###-####.
 
Sincerely,
[redacted]