Haffner’s Service Stations, Inc.

As stated prior, this particular complaint was discussed with our district manager as well as the car wash manager at our *** **Location. After review of the car wash equipment (at the time of the original complaint) it was determined there was nothing mechanically wrong and that the scratch was also not consistent with an equipment malfunction. For these reasons the claim was denied and will remain as such

I disagree with this finding.Upon leaving the car wash I and three other car owners noticed the scratch at the same location and height on our carsWE IMMEDIATELY notified the Manager of the haffners car wash ***She shut down the car washWe took the pictures of the scratches Including the Manager *** she should have the visible record of three cars, My truck brand new, a *** *** also brand new and a ***We all showed scratches at the same height on the vehiclesSo for haffners to now say this isnt their fault is not acceptable.
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
My initial contact with Haffners was June I am the one who raised concerns over the tank being dug out and replacedHaffners came out and did a site evaluation summer and stated they did not think it would be an issue to removeBased on my conversations with *** in the service department who I spoke with on multiple occasions I was lead to believe I was all setHaffners told me they had everything they needed from me and to call them back when my tank was at 20%They stated that if the ground was frozen they would set temporary tanks and do a tank swap in the spring all at their expenseWhen calling Haffners their phone system states that all calls are recorded Perhaps the gentleman from Haffners would like to pull those recordings and listen to them so he could get his facts straightI absolutely would not have let my tank get to the point it was at and I would have entered a prebuy agreement with my current supplier if I had been told anything other than being all set
Regards,
*** ***

This issue has since been resolved. We have credited the customer's account of the previous service and replaced the old parts as requested since they were not authorized to be replaced per the landlord

This complaint was discussed with our district manager as well as the car wash manager at our *** **Location. After review of the car wash equipment, it was determiend there was nothing mechanically wrong. The scratch was also not consistent with an equipment malfunction so the
claim was denied

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

We want to first appologize for the late responce on this complaint.   We can unerstand the frustration caused by the error on our part.  From my research it appears as though we failed to record a delivery against your fuel assistance allotment which resulted in it looking...

like you had money left when you did not.  That is what caused the error.  We assure you this was done purely in error and had nothing to do with new employees or ownership. It was however a result of someone going too fast and missing a step in our process.  When such errors occur we typically try to reach out to the customer to attempt to come up with a resonable resolution for the mistake.  We would generally ask you to make payments on the oil (typically at a discounted price) or allow us to come get the extra oil delivered.  This is a procedure we have followed when these type of mistakes occur since before you became a customer 12 years ago.  It is unfortunate that the mistake was made and we will not persue the balance any further.

Dear Sir,We are sorry for the delay in receiving the $25.00 gas gift card. Our program had all good intentions to give back to our customers for services we provided. The unforeseen circumstances that occurred with the prepaid gift cards delayed the delivery by 4-6 weeks. Our customer service...

did explain to all customers who scheduled a cleanout that the cards would be delayed. The $25.00 gift cards did mail out on 8/28 to all customers who had not received them.Thank you all for your patience.Haffners management

We delayed our response until the status of the account was finalized with the complainant.Our billing terms with all of our customers is payment is expected within 10 days of delivery. In cases where customer's are grossly over due we send 2 letters to them stating that they are no longer able to...

have billing terms and they are required to call for all deliveries. One of these letters goes out certified mail and the other goes out the same day regular mail. Most cases, the customers account would be at minimum 60 days overdue. Yes thus customer ran out of propane, however she is a COD - will call customer, because she could not meet our billing terms in the past. She called after hours and got our answering service department, they dispatched a technician out with a temporary tank which we left there for her to use until we were asked to pick up the equipment. So besides the hour or 2 that she did not have propane, as soon as the temporary set up was done she has propane right along, no lapse of product. After a couple messages left for the complainant stating we need to hear from her before any delivery went out with the hours she could reach the Account Manager with no response, this is the correspondence mailed out to the complainant:HAFFNERSQuality gas, oil,
propane, burner service, and low prices[redacted]Telephone: [redacted] Fax: [redacted]October 1, 2015Ms. [redacted]xxxxxxx 8 Cxxxxxxx Rd Kxxxxxxx NH 0xxxxx Dear Ms. [redacted]xxxxxxx          This letter is in regards to your all out service call on
September 30, 2015. This is a chargeable call, at the rate of $119.95, just for
the technician’s time. Your account is on a will call, COD only status, and has
been that way since 2012. The
expectation is that you are to call for your deliveries when your tank is
approximately at 20% to schedule, and we would tell you what day we would be
there and the amount you need to leave for the delivery.  Unlike oil, we are not in every town every day
for propane. I
have included in this letter, your account set-up, as well as a copy of the
certified letter (that was unclaimed, also included) explaining that you were
on this status. When we send certified letters we also send one regular mail as
well because certified letters are not always claimed. You
have had 2 deliveries since you became on this status and you did pay upon delivery.  Going
forward, your account is staying the same, and you will be expected to pay upon
delivery, and call ahead of time for the delivery to prevent additional fees
being added onto the delivery. We
do appreciate your continued business with Haffners.Please
call if you have any questions: [redacted]; Monday through Friday 7:00am –
4:00pm. Thank You [redacted] Propane Department

We appreciate you choosing Haffners propane. I have reviewed the sidewalk and the correspondence with our service dept for the address of [redacted] 03052. We do ask our new customers to call when under 20% to start the process of a tank swap or temporary tank on site in the winter...

when the ground is frozen. The temporary tanks did not get installed for the following reasons. Haffners service manager has had conversations with Mr. [redacted] in the years prior to this sitewalk in August regarding this tank and not being safe to dig up. We had asked for this tank to be removed by the owner due to the aboveground pool, and retaining wall within 10 feet of the underground tank. The ground in that area is all sand and could play a part in the ground eroding and the pool to be compromised. This was all addressed over a year ago. Unfortunately Mr. [redacted] called and spoke with someone who was not familiar with this property and it was not noticed until the service manager was facilitating the new installs in December. I do not feel Haffners is responsible for any overcharged product from another company. The homeowner was aware of this situation with the pool and retaining wall on top of this propane tank. The propane company who initially installed this tank should be responsible being it was not put in the proper place on that property. The tan should be on the gable end of the home, which is protocol for all contractors and propane companies. The only other way around this tank location is if Mr. [redacted] purchases the tank from the existing company and he can be in control of who he purchases propane form. He may reach out to me at Haffners propane.