This is in response to your 2/11/2016letter regarding ID [redacted] We did receive a call from Mr[redacted] on November 9, stating he wanted his account cancelled and the propane tanks picked upAt the time of the call, Mr [redacted] had a charge for an October 29,fuel delivery in the amount of$Mr [redacted] 's account was established in October The account was on automatic delivery since it was createdThis is why the fuel delivery was made in OctoberWhen Mr [redacted] advised us he was cancelling the account, we did put a service work order out to get the propane tanks picked upDue to the time of year that Mr [redacted] cancelled the account, it did take us until December 16,to pick up the tanks (that is our busy time of year with fuel deliveries) Regarding the tank rental, we have charged the account yearly for the tankHe is correct, since he requested the account be cancelled on November 9th, the tank rental should not have been billed on the 23rdWhen we realized our error, the charge·was credited in full on December 1, Regarding the propane in the tank, as stated in the Propane Gas Agreement contract that Mr [redacted] signed, "Propane which remains in tanks or cylinders retrieved by Seller is restocked into Sellers inventoryThe amount of credit issued to buyer for restocked propane will be adjusted subject to a restocking charge and removal fee, as posted at the Sellers place of business on the date of account closure." We credited the account for the propane in the tanks on 2/11/in the amount of$On 2/12116, we charged the account a restocking fee in the amount of $plus applicable sales taxThis left the account with a balance of $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 callsAt that time, I reviewed all that had transpiredWhile we felt our company handled everything correctly, I realized the customer was very upsetTo bring this to a closure on a good note, I advised Mr [redacted] I would credit the $in full (which was done on Feb 16th) Please don't hesitate to contact me with any additional questions or concernsSincerely, Nancy RJohn Ray and Sons
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]
This is in response to your 6/16/letter regarding ID [redacted] .We did receive a call from Ms [redacted] on June 3rd advising she was canceling her account with usAlong withthe cancel, the customer requested our propane tank be picked up immediately and a refund of the credit on heraccountWe did advise Ms [redacted] that we were upgrading our billing system and would get these items handledas soon as possibleTherefore, on June 11, 2015, we picked up our propane tankWe noted that this tank was70% fullPartial refund was done on 6/15/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/balance - $credit balance6/11/15fuel credit - $credit6/11/pick up/restock fee - $charge6/15/partial refund - $refundremaining credit will be refunded week of 6/$148.50Please don't hesitate to contact me with any additional questions or concerns.Sincerely,Nancy R***
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-week to get it It has already been week since my initial callThey now are to charging me $charge to pick up the tank When I complained she said she would split the charge and would only charge $ 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-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-weeks longer, I could loose the opportunity to lock in my low prepay price
This is in response to your 11/29/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 tankThe credit was done on 11/23/and the refund was processed on 11/25/16.Please don't hesitate to contact me with any additional questions or concerns.Sincerely,Nancy ***John Ray and Sons
This is in response to your 2/11/2016letter regarding ID [redacted] We did receive a call from Mr[redacted] on November 9, stating he wanted his account cancelled and the propane tanks picked upAt the time of the call, Mr [redacted] had a charge for an October 29,fuel delivery in the amount of$Mr [redacted] 's account was established in October The account was on automatic delivery since it was createdThis is why the fuel delivery was made in OctoberWhen Mr [redacted] advised us he was cancelling the account, we did put a service work order out to get the propane tanks picked upDue to the time of year that Mr [redacted] cancelled the account, it did take us until December 16,to pick up the tanks (that is our busy time of year with fuel deliveries) Regarding the tank rental, we have charged the account yearly for the tankHe is correct, since he requested the account be cancelled on November 9th, the tank rental should not have been billed on the 23rdWhen we realized our error, the charge·was credited in full on December 1, Regarding the propane in the tank, as stated in the Propane Gas Agreement contract that Mr [redacted] signed, "Propane which remains in tanks or cylinders retrieved by Seller is restocked into Sellers inventoryThe amount of credit issued to buyer for restocked propane will be adjusted subject to a restocking charge and removal fee, as posted at the Sellers place of business on the date of account closure." We credited the account for the propane in the tanks on 2/11/in the amount of$On 2/12116, we charged the account a restocking fee in the amount of $plus applicable sales taxThis left the account with a balance of $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 callsAt that time, I reviewed all that had transpiredWhile we felt our company handled everything correctly, I realized the customer was very upsetTo bring this to a closure on a good note, I advised Mr [redacted] I would credit the $in full (which was done on Feb 16th) Please don't hesitate to contact me with any additional questions or concernsSincerely, Nancy RJohn Ray and Sons
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]
This is in response to your 6/16/letter regarding ID [redacted] .We did receive a call from Ms [redacted] on June 3rd advising she was canceling her account with usAlong withthe cancel, the customer requested our propane tank be picked up immediately and a refund of the credit on heraccountWe did advise Ms [redacted] that we were upgrading our billing system and would get these items handledas soon as possibleTherefore, on June 11, 2015, we picked up our propane tankWe noted that this tank was70% fullPartial refund was done on 6/15/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/balance - $credit balance6/11/15fuel credit - $credit6/11/pick up/restock fee - $charge6/15/partial refund - $refundremaining credit will be refunded week of 6/$148.50Please don't hesitate to contact me with any additional questions or concerns.Sincerely,Nancy R***
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-week to get it It has already been week since my initial callThey now are to charging me $charge to pick up the tank When I complained she said she would split the charge and would only charge $ 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-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-weeks longer, I could loose the opportunity to lock in my low prepay price
This is in response to your 11/29/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 tankThe credit was done on 11/23/and the refund was processed on 11/25/16.Please don't hesitate to contact me with any additional questions or concerns.Sincerely,Nancy ***John Ray and Sons