Hygrade Gas Service, Inc.

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 setup.
Mr*** 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*** 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*** received a delivery to have a gate opened which additional time and effort for our office staff and drivers.
Mr***'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***'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 *** *** 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*** 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

Before I had even realized a complaint had been filed, I got an approved reduction in price to offer the customer and had called to discuss what I could do for him.  The customer was in contract with us, using it for a fire log so no new terms and conditions of [redacted] would have applied...

to the customer.  Since they have been a customer for over 5 years, in an act of courtesy we decided to waive the pick fee if they agreed to use the remaining gas in the tanks.  We will then prorate any remaining months of their equipment maintenance charge.  I believe the customer is okay with this deal.

Complaint: [redacted]
I am rejecting this response because:
[redacted] Betts  has no clue about what transpired when the tank was set.  Why would they use new blocks?  There was a stack of blocks next to where the tank was dropped.  The tank that brought to me was the same size as the previous tank.  I was the one that set the tank with my backhoe on the blocks that were there.   Its my word against theirs.  When I called to disconnect I was told that the call was sufficient.  In response to the accusations  about me being "  very contentious and combative gentleman to deal with."   I would like to remind them that I was on automatic fill.   I ran out of propane because some one wasn't paying attention.  When I called, I was told that they would not be in my area until next week.  If I wanted a delivery there would be an extra charge because it was not a scheduled delivery, even though it was there fault.  They seem to have forgotten that customer service and being polite is what is all that anyone is looking for.  ...Socontentious and combative you bet.  A better way to put it is standing up for oneself.  They can keep their refund.  Its not that important at this point.   So this issue stands unresolved.  
Hygrade is the only one on my “no-good rotten’s” list.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: A request for the signed contract was made when the bill for pickup was received in October of 2013. The bill was sent to collections in January of 2014.
 
It took over 3 months to receive the contract. In the contract there is no fee set for this pickup. The matter has been sent to the Dept. of Consumer Protection.
Sincerely,
[redacted]

Mr. [redacted] signed a contract with High Grade Gas
Service on April 10, 2014.  Please see
the attachment on his signed agreement...

which clearly states the $150 tank
removal charge of $150.  Also note
section “Section 3. Termination” which says the customer agrees to give High
Grade Gas Service thirty days written notice prior to service termination
(which Mr. [redacted] did NOT do).  It also
states that the customer shall use all propane in the tank, otherwise all
remaining propane in the tank upon removal shall become property of High Grade
Gas Service.  Mr. [redacted] did not adhere
to any of the conditions in the termination clause of his agreement.
Also note on Mr. [redacted]’s contract that the equipment
provided under the lease does
include blocks on which the tank sits. 
My service technician clearly attests when disconnecting the previous
company’s tank, also moving the pre-existing blocks aside and setting new
blocks from our yard to support our tank. 
Whatever may have happened to the pre-existing blocks is unknown, but I
am certain that the concrete blocks on which our tank sat was ours and is
included in the lease agreement as such. 
Please note on the attached invoice that Mr. [redacted] was billed for the
missing blocks.
The final gauge reading on the invoice (see attached)
was 28%.  Frankly, the website Mr.
[redacted] lists that he used to calculate the gallons left in his tank is a very
elementary, inaccurate way of calculation. 
But being so close to the holidays, the last thing I want to do is argue
about a few gallons.  So I have refunded
Mr. [redacted] for 70 gallons of gas, less his tank removal charge and missing
blocks.  I will send him a refund check
for a grand total of $19.10.  I will be
including all of the attached documents for Mr. [redacted] in case he has any
questions. 
Let it also be noted that this customer has been at
best a very contentious and combative gentleman to deal with.  Best
wishes to the newest company that has taken him on.  I don’t believe it will be long before they
too end up on Mr. [redacted]’s list of “no-good rotten’s” along with us and his
previous company…

Response:
Re: [redacted] To Whom It May Concern, In response to Mr. [redacted]’s compliant, High Grade Gas Service would like to make clear that after an...

account has been sent to our collection agency, we are instructed to discontinue communications with the debtor. Mr. [redacted] failed to request a copy of his contract until after he was sent to collections and as a practice of good customer service we immediately sent out a copy of his contract to him when he requested it. Furthermore, Mr. [redacted] admits to being a customer “for almost five years”. Unfortunately he signed a contract good for a five year period. Mr. [redacted] broke contract and was issued a $150 pickup charge (our standard pickup charge). This fee is not “outrageous” by any means, considering we didn’t charge any labor to set the tank. Mr. [redacted] neglects to mention his very short temper with any and all of the office personnel that dealt with him. His offer to pay $50 as mentioned in his letter was much closer to a demand. He demanded that we accept this payment and waive the remainder of the fee, in which the customer service representative simply responded, “I cannot authorize that.” The $50 that Mr. [redacted] paid was applied to his account which was sent to collections several months and statements later, at which time an additional $69.99 collection fee was charged to his account which is also in the signed contract.
Sent on: 2/24/2014 5:08:12 PM

Review: I was told on Nov. 6 that my heat would get shut off unless I paid the remaining balance of $34.55 on a maintenance fee this company incurs on us every year for "line maintenance" on a 3 year old apt. complex. I was making payments faithfully on that $100.00 maintenance fee which I only had a balance of $34.55 left to pay. I had a credit for $13.00 from last year for over paying so I actually only owed a total of $82.55. So I got a notice saying "hold deliveries" so I called them and they said yes..if I didn't pay the $34.55 they would not turn my heat on. I am 53 years old and on disability. I live in an elderly/disability apt. complex in [redacted] Ct. I was highly anxious after that phone call and made certain I sent my bill in so I would not get shut off. I was threatened for shut off during the time of the year that you can't shut a person off. I didn't owe ANY money for heating...I always pay that. This was a maintenance fee they make us pay ever year all at once. I do not have an extra $100.00 laying around to pay that all at once so I make payments faithfully. 3 in a row. Thank you[redacted]Desired Settlement: I'd like to see if this "maintenance" fee is legal. This is a new complex! There should be no fee for maintenance from us elderly and on disability!

Business

Response:

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 utility. We are a

service provider under contract with [redacted] Housing. We

have many tens of thousands of dollars in equipment within the

apartment complex that we own, service, and maintain. Yearly testing

and maintenance are done on tanks, gas lines, and meters whether or

not the residents are aware of it. We are under contract to provide

fuel at a fixed rate above supply. We charge a yearly maintenance

fee to each account supplied by it's own meter. Every 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 investors. Employees

still get paid and work continues to be funded. We 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

service. If we fail to collect we go out of business. Furthermore,

our equipment maintenance fee is much lower than any other utility

when broken down into a monthly figure. Our $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

great. The energy and materials spent billing and collecting is

huge. The time spent on the phones and with the state for government

assistance payments on behalf of many of the residents is

overwhelming. And yet we are still met with not gratification, but

dismay, complaints, and at times threats. One resident even went so

far as to threaten one of our office staff with a weapon if further

collection attempts were made. As 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 fee. If all collection attempts are exhausted with no

success, further actions may be taken as needed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: They clearly state that it is ok to make monthly payments! That's what I was doing! 3 installments! I have NEVER been late paying a bill and even had a credit at the beginning of this season which means I OVERPAID at one point! So...why do I get threatened a shut off???!! Does it really matter if I make payments BEFORE the bill is sent out or AFTER?? Either way your getting your money! Regardless...I am on Social Security Disability and threatening to shut off my heat in the middle of NOVEMBER because I made monthly payments is against the LAW! I checked! You might think I owed you hundreds and hundred of dollars! They have caused me great anxiety and made me sick over this!

Sincerely,

Business

Response:

High Grade Gas Service makes it clear

to every renter upon account setup that the equipment maintenance fee

comes due once per year. Those on fixed incomes or tight budgets are

encouraged to apply payments as credits to their account in

anticipation of the yearly fee. Should the fee become past due we

make collection attempts. We are not a loan company and it is not

our responsibility to idly sit by and wait for customers to send in

payments in good faith. The residents need to take some

responsibility into their own hands and be proactive in their

handling of finances.

I am unsure of what Ms. [redacted] is

referring to with her remarks about unlawfulness. We have

confirmed all of the information in my first response with State of

Connecticut employees. We have spoken to a Mr. [redacted] upon others

within the [redacted]'s office and Department of [redacted] who have confirmed that we may take necessary actions to

collect payment.

It is clear that the customer is

frustrated. I would suggest she try to do more research in what may

be available through social security or related programs to help her

if with the payment if she needs it. Unfortunately our fee will not

be waived as it is essential to our business operation at the complex

and we require bills to be paid on time as most businesses do.

Review: In September 2013 I changed my propane gas service from [redacted] to another company that provided a much better per gallon price. I have been with [redacted] since April of 2009. After pick up of the 120 gallon tank, [redacted] sent me a bill for $150.00. I called the company to inquire about this fee and was given a "too bad" response/attitude. I offered to pay $50.00 as this was still expensive, but a very fair offering. The gal who answered the phone became very combative and refused to accept my offer. I asked that a copy of the contract be sent and it took 4 months to receive this copy. In the meanwhile I initiated 2 more calls as the billing notices continued to come with finance charges attached and notes that threatened collection proceedings. When the copy of the contract arrived, I could not see anything that said a fee would be applied nor any figures typed or written designating a fee. I called and informed to secretary about this and said " You could charge me $500.00 if you wanted according to what you are saying". She said, "Yes, we could". I am appalled at the tone and unprofessional attitude this person gave me and the inability to resolve the situation. She said she would go ahead with small claims proceedings. I find it very unfair that they have been charging countless individuals these outrageous prices for pick-up of their own equipment. The most recent bill is over $175.00 as finance charges continue to add up. I was a customer of this company for almost 5 years and would have expected much better treatment.Desired Settlement: That there be no fee applied to pick-up of equipment that is property of [redacted] and this company stops sending bills and threats of collection. Also that they cease this unfair practice of collecting "pick-up fees" when a customer changes service to another company.

Business

Response:

Response:

Re: [redacted] To Whom It May Concern, In response to Mr. [redacted]’s compliant, High Grade Gas Service would like to make clear that after an account has been sent to our collection agency, we are instructed to discontinue communications with the debtor. Mr. [redacted] failed to request a copy of his contract until after he was sent to collections and as a practice of good customer service we immediately sent out a copy of his contract to him when he requested it. Furthermore, Mr. [redacted] admits to being a customer “for almost five years”. Unfortunately he signed a contract good for a five year period. Mr. [redacted] broke contract and was issued a $150 pickup charge (our standard pickup charge). This fee is not “outrageous” by any means, considering we didn’t charge any labor to set the tank. Mr. [redacted] neglects to mention his very short temper with any and all of the office personnel that dealt with him. His offer to pay $50 as mentioned in his letter was much closer to a demand. He demanded that we accept this payment and waive the remainder of the fee, in which the customer service representative simply responded, “I cannot authorize that.” The $50 that Mr. [redacted] paid was applied to his account which was sent to collections several months and statements later, at which time an additional $69.99 collection fee was charged to his account which is also in the signed contract.

Sent on: 2/24/2014 5:08:12 PM

Consumer

Response:

Review: [redacted]

I am rejecting this response because: A request for the signed contract was made when the bill for pickup was received in October of 2013. The bill was sent to collections in January of 2014.

Review: I am trying to change propane companies, but my current propane tank was just filled to full. High grade gas service (hggs) is the company I pay a yearly fee to for renting their tank. They said there is a $150 tank removal fee and they keep my propane that I just paid for ($184.73). This does not seem legal for them to keep my propane I already paid for. They should be crediting me the difference of the unused propane since they are keeping it with them. Also, they said they will not prorate my yearly tank rental fee ($105.29) that is due by the end of this month even if I cancel their services within 1 month, with 11 months to go on the rental fee.

Their price for propane is also $0.59 per gallon more expensive than their competitor prices.

Please help my family resolve this issue, we just want the right thing to be done and not have more customers taken advantage of by this company.Desired Settlement: I would like a refund on the unused propane that I already paid for in my tank since the propane company is taking back the tank with the propane in it. I would also like a prorated refund on my yearly tank rental fee and no tank removal fee, since it is already their property and I am already paying them to rent the tank.

Business

Response:

Before I had even realized a complaint had been filed, I got an approved reduction in price to offer the customer and had called to discuss what I could do for him. The customer was in contract with us, using it for a fire log so no new terms and conditions of [redacted] would have applied to the customer. Since they have been a customer for over 5 years, in an act of courtesy we decided to waive the pick fee if they agreed to use the remaining gas in the tanks. We will then prorate any remaining months of their equipment maintenance charge. I believe the customer is okay with this deal.

Review: I used Hygrade Propane for the provider of propane for my home. On 11-11-15 I contacted them to request that they remove their 250 gal tank. Reason being, I went to another more reliable, easier to work and less expensive supplier. Hygrade price $2.77 a gal, new company $1.61 a gal. Hygrade picked up tank one week later. When the tank left here it had 30% in it. I have a photo of the gauge taken on 11-11-15. Not having heard anything for 2 weeks I called Hygrade. I spoke to a women in the office to find out about a refund for the remaining propane in the tank. She told me that it was not entered in the computer yet. I called back again, I spoke with a gentleman by the name of Paul, he told me the same thing. He did say that he would call me back latter that day, that was 12-11-15. I never heard from him. So that brings us up to today. I called again looking for the credit, I spoke to a very sarcastic and rude woman. She informed me that there was no refund in the computer because of some additional charges. She said that there was an additional charge for cement blocks which were mine. I put those blocks down myself when I had the original tank installed 10 years before. She said that there was another charge for pumping down the tank. There is nothing in the contract I signed that states anything about a pump down charge. According to her I owed them more money than the dollar amount of propane that was left in the tank.

I explained to her what I have explained above and she said that it was a wash. I questioned how she figured that I owed them money. She replied "You should consider yourself lucky that we didn't add the other additional charges. She said that there will be no refund coming.

So, since the tank went back at 30%. The tank is 250 gals. That equals 75 gals. My last delivery was $2.77 a gal.

$ 2.77 x 75 = $ 207.75- $150 (tank pick up charge) equals $57.75 that should come back to me.

Below I attached one of many web sites that show how to calculate the amount of propane in a tank.

[redacted]Desired Settlement: I want a refund for $ 57.75

Business

Response:

Mr. [redacted] signed a contract with High Grade Gas

Service on April 10, 2014. Please see

the attachment on his signed agreement which clearly states the $150 tank

removal charge of $150. Also note

section “Section 3. Termination” which says the customer agrees to give High

Grade Gas Service thirty days written notice prior to service termination

(which Mr. [redacted] did NOT do). It also

states that the customer shall use all propane in the tank, otherwise all

remaining propane in the tank upon removal shall become property of High Grade

Gas Service. Mr. [redacted] did not adhere

to any of the conditions in the termination clause of his agreement.

Also note on Mr. [redacted]’s contract that the equipment

provided under the lease does

include blocks on which the tank sits.

My service technician clearly attests when disconnecting the previous

company’s tank, also moving the pre-existing blocks aside and setting new

blocks from our yard to support our tank.

Whatever may have happened to the pre-existing blocks is unknown, but I

am certain that the concrete blocks on which our tank sat was ours and is

included in the lease agreement as such.

Please note on the attached invoice that Mr. [redacted] was billed for the

missing blocks.

The final gauge reading on the invoice (see attached)

was 28%. Frankly, the website Mr.

[redacted] lists that he used to calculate the gallons left in his tank is a very

elementary, inaccurate way of calculation.

But being so close to the holidays, the last thing I want to do is argue

about a few gallons. So I have refunded

Mr. [redacted] for 70 gallons of gas, less his tank removal charge and missing

blocks. I will send him a refund check

for a grand total of $19.10. I will be

including all of the attached documents for Mr. [redacted] in case he has any

questions.

Let it also be noted that this customer has been at

best a very contentious and combative gentleman to deal with. Best

wishes to the newest company that has taken him on. I don’t believe it will be long before they

too end up on Mr. [redacted]’s list of “no-good rotten’s” along with us and his

previous company…

Consumer

Response:

Review: [redacted]

I am rejecting this response because: