JC Propane Reviews (%countItem)
JC Propane Rating
Address: 1014 1200 Rd, Delta, Colorado, United States, 81416-8736
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They shut my heat off for a $175 past due payment during the Coronavirus Pandemic. I offered a post dated check for April 24th when I am supposed to receive my stimulus payment. They refused and locked off my tank.
(as we have her in our system) is a "COD" customer meaning she must pay on delvery. On January 31st, 2020, she called our office and placed an order for a propane delivery. She has a credit/debit card on file to run for her deliveries. On February 4th, we delivered the propane and the card was declined. This made her instantly past due. On 02/06/20, a message was left on her phone letting her know her card was declined as well as an invoice emailed as she is set up on paperless billing. On 02/24/20, a reminder was sent letting her know that she was more than 15 days past due and collections process would begin. 03/11/20 another notice was sent stating there was now a 30 day balance due and that a "Lock Off Notice" would follow. On 3/26/20, a "Lock Off Notice" was sent stating the tank would be locked off in 1o business days from date of notice. 4/3/20, a phone call was made in a last attempt to collect the debt before locking off the tank. We were unable to leave a voicemail as the mailbox was full so the notice was re-sent. On 4/13/20, we were able to leave her a voicemail that the tank was being locked off the next day. Never during the time period from the delivery to the lock off date, we did not receive any communication from her. 4/14/20 (Tuesday), the driver assigned to the lock off, left a message again that the tank would be locked off that day. *** called and said she would'nt be able to pay till she got her stimulus check I made the decision not to lock the tank off that day but told her she must call me by the following Monday or Tuesday. Again, we did not hear from her. The tank was then locked off Wednesday 04/22/20. As far as this happening during the COVID-19 pandemic, we are not a Utility operating under the PUC, we are considered a service and while we are doing anything we can for people unable to pay for deliveries made after the 10th of March (short time before shut downs). Her balance was past due as of 02/04/20, for an order she herself place just 4 days prior. Payment must be made in full before we can unlock the tank as well as a $55 reconnect fee per our policies. Should payment not be made by 05/04/20, the tank will be removed, her account will be credited for any gas remaining in the tank and her account would be sent to collections.
Complaint: ***
I am rejecting this response because: We have been their customer for 17 years and they have horrible customer service during this time.
Regards,
***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]
I bought a weekend house in a rural area. Propane is used. A tank is there from JC Propane. The agreement made in 2016/2017 when I bought the house was that, JC Propane would check the tank and fill it regularly and they would bill me, but they still needed a credit card on file. During the year of 2017 they billed me, no problems. I don't want a credit card billed. Now they are telling me that for me to stay on this plan they will have to bill the credit card and not me anymore. I have 3 bills from last year where they billed me not my credit card. I do not agree with all of a sudden changing the billing agreement, even though it was verbal. Plus, now I do have to go back and check my credit cards to make sure I was not double billed.
Each new account with our company is automatically placed on a "COD" basis meaning payment is due upon delivery. It states in our "Routed Delivery Form" (which I have attached) that with credit approval, payment is due within 15 days. Without credit approval, a credit card must be kept on file that will be charged at the time of delivery. In May of 2017, we switched to a new software company. We sent out a post card notice to everyone that had a card on file, notifying them that we would not be able to transfer those over and that they needed to call and update them. ***'s tank came due for delivery in October of 2017 and she had not updated her Credit Card information, therefore the software automatically printed her an invoice. On her next delivery in December of 17, it was noticed that we still had no credit card information on file and she was notified by phone that we needed to update that since she was on a routed delivery. When she called back she didn't want to give us the credit card information so it was explained to her that if she did not want us to run a credit card and wanted to be on the routed delivery, she would have to set up credit terms with us. This is done by sending in a letter of credit from 3 different utility companies in her name. She did send in these documents by email, however there were delinquencies on all three Companies' letter of credits so this was not approved and she was not extended credit terms with our company. We do have a certified letter out as of today 01/09/2018, her tank will no longer be on a routed delivery as we do not have credit terms or a credit card on her account. It also states that she will have to watch the percentage of the tank and call to place a delivery. I also let her know when our system estimates she will need a delivery (01/18/18). We will gladly put her back on our routed delivery, however she must have a credit card to be ran for each delivery on file as that is our policy.
Complaint: ***
I am rejecting this response because:1) contract signed 1/5/17, prior to signing verbal agreement was made to bill me directly, was told it was not usually done but they would do it.2) first bill received fill and due date 2/21/17 (received in the mail, so few days past 2/21/17 was when I got it in mail), JC Propane cashed check on 3/2/17. PRECIDENT SET, THAT I WOULD BE BILLED.3) the next time I received anything from JC Propane was a few days after 10/25/17, it was a bill, JC Propane was again paid within the 15 days of the invoice date4) the next time I received anything from JC Propane was after the invoice date 12/13/17, and again this bill was paid within the 15 days, per contract.5) this told me a billing precident had been set. Then I received one notice to call JC Propane. I called and was told I needed to give my CC info (JC Propane had this info, in case I wouldn't have paid any of my invoices, again part of original agreement). In this conversation I was also made aware of my CC on file being billef once, to which I had no notice whatsoever of. I was also told to get a letter of credit of which I got 3, and yes, there were late payments, which were due to medical problems that have been cleared up (breast cancer scare and a hypothyroid problem that really messed me up)6) on 1/9/17 I was emailed a complete 2017 invoice, confirming the unknown Credit Card billing but mysteriously left the 2/21/17 bill off, this email included my signed Routed Delivery Service Agreement, which oddly enough, has my credit card info on it, hmm.7) with these facts, I have no doubts about me being able to pay my bills on time (within the 15 days, as long as JC Propane continues to send the invoices in a timely manner), however, I have serious doubts on JC Propane's ability to bill Credit Card and giving me information or an invoice about it in a timely manner (My credit card was billed in March of 2017, was not informed by JC Propane until January of 2018). Thus, JC Propane's bookkeeping abilities are less than satisfying for my trust to handle my Credit Card.8) I have on several occasions asked about a "route" of when my tank would be checked, so then I could gauge myself on when my Credit Card would be billed, I was very rudely told there is no set route dates, read my contract. I asked this via phone and email.9) Finally, my understanding of this is basically, this company wants full access to bill my Credit Card whenever they choose, without giving me notice, or information about the charge. As to taking me off the "routed delivery" they are well aware that this is a weekend house, not a fulltimeresidence, so this is acceptable if they can deliver on weekends preferably on Saturdays.
***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]