It is our company policy to always use our own blocks when setting our tanks, which is why it is included in the contract as part of the "equipment to be provided" section Again, I would like to point out that this is all in the attached document that was signed by the customer upon account setupMr [redacted] fails to mention that he had a different source of fuel as his main heating source He was very unpredictable in when and how he would use the propane as heat We make clear to customers that go on automatic that any dramatic change in usage pattern that the customer does not notify us of is then the customer's responsibility I am sorry Mr [redacted] feels that we are responsible for predicting when he decides to use oil for heat and when he decides to use propane In addition, we had to make special arrangements every time Mr [redacted] received a delivery to have a gate opened which additional time and effort for our office staff and drivers Mr [redacted] 's refund check for $was sent out via US postal service yesterday Whether the customer decides to cash the check or not will be left up to him
In response to Ms [redacted] 's complaint on our meter shutoff notification, I would first and foremost like to make clear that High Grade Gas Service is NOT a utilityWe are a service provider under contract with [redacted] HousingWe have many tens of thousands of dollars in equipment within the apartment complex that we own, service, and maintainYearly testing and maintenance are done on tanks, gas lines, and meters whether or not the residents are aware of itWe are under contract to provide fuel at a fixed rate above supplyWe charge a yearly maintenance fee to each account supplied by it's own meterEvery resident is informed at the time of initial account setup that this charge occurs yearly and those on fixed incomes are highly encouraged to send in monthly payments over the summer months to apply to their account So what is the difference between what we do and what a utility does? Utility accounts such as electric or natural gas are guaranteed payment utilities in that if they fail to collect from a customer, they have financial backing from state or federal government, municipalities, or private investorsEmployees still get paid and work continues to be fundedWe on the other hand are a family owned and operated company, built from a backyard with no funding available other than what we collect from the customers we serviceIf we fail to collect we go out of businessFurthermore, our equipment maintenance fee is much lower than any other utility when broken down into a monthly figureOur $7.50/month is very reasonable when compared to natural gas customers that pay about double that figure per month and Eversource customers which pay nearly 3x that figure PER MONTH for service fees Why aren't our voices heard? The man hours behind the service and maintenance of the equipment are greatThe energy and materials spent billing and collecting is hugeThe time spent on the phones and with the state for government assistance payments on behalf of many of the residents is overwhelmingAnd yet we are still met with not gratification, but dismay, complaints, and at times threatsOne resident even went so far as to threaten one of our office staff with a weapon if further collection attempts were madeAs far as we are concerned we are the ones being treated unfairly In conclusion, Ms [redacted] and all other residents at the complex will continue to pay yearly for an equipment maintenance feeIf all collection attempts are exhausted with no success, further actions may be taken as needed
On behalf of High Grade Gas Service, I apologize that this customer feels the way he or she does Unfortunately the increase in meter maintenance charge is solely a contractual issue between the managing company of the apartments and High Grade Gas Service High Grade Gas Service is not in the position to discuss this contractual issue with any tenants individually If said customer wishes to have his or her attorney contact us or the managing company of the apartment in which he or she rents, we would be happy to discuss the legal implications
It is our company policy to always use our own blocks when setting our tanks, which is why it is included in the contract as part of the "equipment to be provided" section Again, I would like to point out that this is all in the attached document that was signed by the customer upon account setupMr [redacted] fails to mention that he had a different source of fuel as his main heating source He was very unpredictable in when and how he would use the propane as heat We make clear to customers that go on automatic that any dramatic change in usage pattern that the customer does not notify us of is then the customer's responsibility I am sorry Mr [redacted] feels that we are responsible for predicting when he decides to use oil for heat and when he decides to use propane In addition, we had to make special arrangements every time Mr [redacted] received a delivery to have a gate opened which additional time and effort for our office staff and drivers Mr [redacted] 's refund check for $was sent out via US postal service yesterday Whether the customer decides to cash the check or not will be left up to him
We are sorry this customer feels this way
In response to Ms [redacted] 's complaint on our meter shutoff notification, I would first and foremost like to make clear that High Grade Gas Service is NOT a utilityWe are a service provider under contract with [redacted] HousingWe have many tens of thousands of dollars in equipment within the apartment complex that we own, service, and maintainYearly testing and maintenance are done on tanks, gas lines, and meters whether or not the residents are aware of itWe are under contract to provide fuel at a fixed rate above supplyWe charge a yearly maintenance fee to each account supplied by it's own meterEvery resident is informed at the time of initial account setup that this charge occurs yearly and those on fixed incomes are highly encouraged to send in monthly payments over the summer months to apply to their account So what is the difference between what we do and what a utility does? Utility accounts such as electric or natural gas are guaranteed payment utilities in that if they fail to collect from a customer, they have financial backing from state or federal government, municipalities, or private investorsEmployees still get paid and work continues to be fundedWe on the other hand are a family owned and operated company, built from a backyard with no funding available other than what we collect from the customers we serviceIf we fail to collect we go out of businessFurthermore, our equipment maintenance fee is much lower than any other utility when broken down into a monthly figureOur $7.50/month is very reasonable when compared to natural gas customers that pay about double that figure per month and Eversource customers which pay nearly 3x that figure PER MONTH for service fees Why aren't our voices heard? The man hours behind the service and maintenance of the equipment are greatThe energy and materials spent billing and collecting is hugeThe time spent on the phones and with the state for government assistance payments on behalf of many of the residents is overwhelmingAnd yet we are still met with not gratification, but dismay, complaints, and at times threatsOne resident even went so far as to threaten one of our office staff with a weapon if further collection attempts were madeAs far as we are concerned we are the ones being treated unfairly In conclusion, Ms [redacted] and all other residents at the complex will continue to pay yearly for an equipment maintenance feeIf all collection attempts are exhausted with no success, further actions may be taken as needed
On behalf of High Grade Gas Service, I apologize that this customer feels the way he or she does Unfortunately the increase in meter maintenance charge is solely a contractual issue between the managing company of the apartments and High Grade Gas Service High Grade Gas Service is not in the position to discuss this contractual issue with any tenants individually If said customer wishes to have his or her attorney contact us or the managing company of the apartment in which he or she rents, we would be happy to discuss the legal implications