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Harbor Point Energy Products Reviews (3)

We are sorry that the customer feels they were "stolen" from; however when signing the terms and conditions at the time of the initial tank set the customer "agreed that they are subject to fees associated with tank retrieval costs"The agreement also states that "HPEP will credit the remaining
supply of LP gas against outstanding arrearages due; however any excess balance remaining after the credit will remain the obligation of the customer." (Please see attachment.) The last delivery of gas made to this customer was in February of and it was in fact $per gallon, but now in August 2016 when the tank was asked to be picked up the cost of propane has gone down significantly and new customers are paying $per gallon for their first deliveriesWe cannot afford to give full credit back for gas we can no longer sell at that priceHarbor Point does not feel we were treating the customer unfairly and we gave the customer back more then fair market value at this time

It may not be clarified specifically on the terms and conditions because it can't be. Just like I mentioned earlier...we can't put every situation in detail on the terms and conditions. This contract states that it will credit the remaining supply of LP Gas against outstanding arrearages due. Which we did give the customer credit for his remaining supply. Each situation for customers receiving credits is calculated differently; depending on what they last paid per gallon and what the current market is. We cannot as a business ...give a customer a full amount back for what they paid for gas several months ago... when the market price of propane has dropped dramatically. If this was the case... what is stopping any customer from switching companies or simply returning gas...just to get more money back for a product they've already purchased so they can go to the next company to get it cheaper or get it re-billed at a lower price. In this particular situation...we can no longer sell that gas we sold this customer in February for the same price per gallon he is expecting for a refund in August. So to be as fair as possible to both parties involved the manager met in the middle on the difference in the price the customer paid and the cost of this product to us. The only example I can use to explain the thought process on this issue... is if you purchased a winter sweater in February and then tried to return it to the store in August... they are only going to give you the lowest sale price back for it; not the full value you purchased it for in February because that item has decreased drastically in value by August. We have never come across this issue with other customers who have discontinued service because this particular process for conducting refunds is industry wide, but we will alter our terms and conditions to better clarify for customers should this issue arise again.

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.
Regards,
[redacted]
I do not accept the fact that in the "fine print" of the contract these things are true. They should have been vocalized, especially by Brianna who I complained to. I still require $125 for the tank removal and $50 for the theft of what I actually paid for the propane. I dont care what fair market value is nor what their customers are paying now, therefore, pay me back what I paid you.

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Address: 132 E Main St, Frankfort, New York, United States, 13340-1134

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