John Ray And Sons Inc.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am rejecting the response from Nancy *** of John Ray because it is unacceptable and insultingTo clarify on why you are unsure if I can't tell the difference between and over on a gauge, I did not just read the tank the day before I called you, I read it the day my service was switched and also once a week while it sat there waiting for you to pick it upI certainly was not mistaken or timesWhat specifically is unacceptable is John Ray taking a commodity that I paid for, saying it never existed and then saying I can't differentiate between two numbers multiple timesThe old saying "add insult to injury" applies here.I want the public to know what transpired between John Ray and myself and if they are in the situation of moving on from them make sure you are there when they pick up the tanks and take pictures of the gaugeI wish I had done both, but I made a mistake, I trusted themWe learn from our mistakes and hopefully others will too.Regards,*** ***

This is in response to your 11/16/letter regarding ID ***.On March 6, 2016, Ms *** received a fuel delivery in the amount of $We made multiple attempts tocontact Ms *** between phone and letterWhen our system stated she would be out of fuel on September 14,2016, we started
making arrangements to have our propane tank picked up.Ms *** had a security deposit on her account so we deducted the amount owed and sent her a check onOctober 11, for the remaining amountMs *** did called us on October 18,asking why shereceived a checkIt was explained to her that we were starting to close her accountWe advised, if she wantedto continue to do business with us, we would need $security deposit.As we didn't hear from Ms ***, we made arrangements to pick up the tank almost one month later onNovember 14,Please don't hesitate to contact me with any additional questions or concerns.Sincerely,Nancy *** John Ray and Sons

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. While I appreciate a response, I'm not sure a $credit is going to resolve thisI checked the tank the day I called the second time and it registered at 23%The tank was picked up the next day and the driver said it was at 0%, it just doesn't add upIf your offer of $credit means you will send me a check for $and you feel this is adequate then go ahead and we can put this matter behind usThis is the only time when I have switched propane providers that I was unable to get full reimbursement for the propane still in the tanksIt's a shameful business practice and we will not be doing business in the future.Regards,*** ***

This is in response to your 2/11/2016letter regarding ID [redacted]. We did receive a call from Mr.[redacted] on November 9, 2015 stating he wanted his account cancelled and the propane tanks picked up. At the time of the call, Mr. [redacted] had a charge for an October 29,2015 fuel delivery in...

the amount of$316.50. Mr. [redacted]'s account was established in October 2014. The account was on automatic delivery since it was created. This is why the fuel delivery was made in October. When Mr. [redacted] advised us he was cancelling the account, we did put a service work order out to get the propane tanks picked up. Due to the time of year that Mr [redacted] cancelled the account, it did take us until December 16,2015 to pick up the tanks (that is our busy time of year with fuel deliveries) Regarding the tank rental, we have charged the account yearly for the tank. He is correct, since he requested the account be cancelled on November 9th, the tank rental should not have been billed on the 23rd. When we realized our error, the charge·was credited in full on December 1, 2015. Regarding the propane in the tank, as stated in the Propane Gas Agreement contract that Mr. [redacted] signed, "Propane which remains in tanks or cylinders retrieved by Seller is restocked into Sellers inventory. The amount of credit issued to buyer for restocked propane will be adjusted subject to a restocking charge and removal fee, as posted at the Sellers place of business on the date of account closure." We credited the account for the propane in the tanks on 2/11/16 in the amount of$420.64. On 2/12116, we charged the account a restocking fee in the amount of $275.00 plus applicable sales tax. This left the account with a balance of $198.39. As these steps were being handled crediting and charging the customer, our collection team did contact My [redacted]. Mr. [redacted] then called our customer service team threatening to call the police saying we were harassing him with collection calls. At that time, I reviewed all that had transpired. While we felt our company handled everything correctly, I realized the customer was very upset. To bring this to a closure on a good note, I advised Mr. [redacted] I would credit the $198.39 in full (which was done on Feb 16th).  Please don't hesitate to contact me with any additional questions or concerns. Sincerely, Nancy R. John Ray and Sons

This is in response to your 11/29/2016 follow up letter regarding ID [redacted].I did advise Ms [redacted] that I would credit the pick up and restocking fee and would also refund her the creditfrom the fuel left in her tank. The credit was done on 11/23/16 and the refund was processed on 11/25/16.Please don't hesitate to contact me with any additional questions or concerns.Sincerely,Nancy [redacted]John Ray and Sons

Additional information from consumer taken over the phone:  The office manager called today and said that they were processing my refund and it was going to take 2-3 week to get it.  It has already been 1 week since my initial call. They now  are to charging me $298 charge to pick up...

the tank.  When I complained she said she would split the charge and would only charge $148.  I have asked for the corporate contact and phone number to discuss this with them directly and was not given it.  I told her I am well aware of how this business is run and it should not take 2-3 more weeks to get my money back.  I have told them I need my money to prepay  for my fuel for the coming year and by making me wait 2-3 weeks longer, I could loose the opportunity to lock in my low prepay price.

This is in response to your 6/16/2015 letter regarding ID [redacted].We did receive a call from Ms [redacted] on June 3rd advising she was canceling her account with us. Along withthe cancel, the customer requested our propane tank be picked up immediately and a refund of the credit on heraccount. We did advise Ms [redacted] that we were upgrading our billing system and would get these items handledas soon as possible. Therefore, on June 11, 2015, we picked up our propane tank. We noted that this tank was70% full. Partial refund was done on 6/15/15. Remaining money will be sent week of 6/22/15.Below are the figures we are working with and the timeline for transactions:4/30/15 balance - $725.93 credit balance6/11/15fuel credit - $218.32 credit6/11/15 pick up/restock fee - $148.50 charge6/15/15 partial refund - $647.25 refundremaining credit will be refunded week of 6/22 $148.50Please don't hesitate to contact me with any additional questions or concerns.Sincerely,Nancy R[redacted]

Revdex.com: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.Not only did they pick my tank up without noticeThey are charging me a pick up free of $275 the tank was here when I bought the house . ...and Nancy said she would fix thathe pick up fee instead she credited the peopa5in my account $48 and still charging me $248POOR CUSTOMER SERVICE AND LIES!
Regards,[redacted]

To reiterate our response to the original complaint submitted. On May 6th, Mr. [redacted] tank was picked up.When our service department picks up a propane tank, the driver notes the amount of fuel left in the tank. Once we receive the tank in the propane yard we do not immediately evacuate the gas. When I received the original letter, I asked the Service Manager to look for the tank in the yard. He found the tank and veritied that there was no fuel left in the tank. I am unsure why Mr Lichty feels there was 23% left in the tank. My thought is that he read the gauge wrong on the day before we picked up the tank.Please don't hesitate to contact me with any additional questions or concerns.Sincerely,Nancy [redacted] John Ray and Sons

We did receive a call from Mr. [redacted] on April 20, 2016 requesting his account be closed and requesting thepropane tank to be picked up. A note to John Ray service requesting this be scheduled. Their first available date to be able to do this was May 25,2016. Mr [redacted] then called on May 4, 2106...

asking when we thought wecould pick up the tank. We looked at the schedule, saw we had a cancellation and advised that we could pick upthe tank by the end of the week.On May 6th, Mr. [redacted]'s tank was picked up. When our service department picks up a propane tank, the driver notes the amount of fuel left in the tank. The driver noted there was no fuel in the tank. Also, once we receive the tanks in the propane yard we do not immediately evacuate the gas. When I received this letter I asked the Service Manager to look for the tank in the propane yard. He found the tank and verified that there was no fuel left in the tank. We are concerned that the customer is upset enough where he feels it necessary to contact you.To show an offer of good faith as an upstanding community business (not an admission of guilt), we will offer this customer a $100 credit as a good faith gesture.Please don't hesitate to contact me with any additional questions or concerns.Sincerely,Nancy [redacted] John Ray and Sons