Kamps Propane, Inc.

We've made direct contact with Mr*** and scheduled a service call to resolve his concernWe believe that the issue will be brought to a peaceful conclusion before the end of the day (8/11/2016)

I apologize for the lack of responseI sent this along to our manager in *** and he followed up to get the matter resolvedWe submitted his credit balance refund forms for processing back in February and the check was sent to the customer on Feb 17th Our records show the customer has
since cashed the check.This process does take 6-weeks (for us to close/reconcile the account, submit the refund request and cut the check)We realize this is time consuming and we apologize for the delay in getting this done for Mr***

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

Consumer states that the business failed to contact them directly and make an effort to reconnect the service as soon as possible due to the cold temperatures knowing full well there were special circumstances in the household that needed immediate attentionThe service was eventually reconnected
on Monday even though the complete amount was paid on Friday MorningConsumer believes business could have made a better effort in trying to re-establish service that same day or make an exception and actually do it on a Saturday

This situation is a result of two problems that are not directly related but we accept responsibility for the result and will clear the customers account balance to address the problem. We sincerely apologize for the confusion and inconvenience this created for the *** familyWe try to
provide reliable service and in this case, we let them down. The first problem is probably a result of miscommunicationWhen the customer opened their account we provided them with documents that explained our billing policyAfter we made their first fuel delivery, we began receiving partial payments for the billWe don't offer any program that allows for this kind of payment and the account became delinquent over the next few months. The second problem came when we mistakenly delivered twice within a few weeksThat was our error and it certainly did not help this situation. We ultimately have to be responsible for the communication that creates the relationship with our customers and in this case, we did not accomplish that goalWe should have tried harder to speak with Mrsand Mr*** about their account to remedy the payment problemWe also should have never made the accidental delivery. We are writing off the balance on the account and have shared this with our staff in Pioneer to illustrate the source and nature of the problem. Thank you, *** ***Kamps Propane

This complaint is modestly puzzling to us because we've provided service to this customer for a while and have no records of the customer expressing a concern to any of our staffWe offer propane delivery service to residential customers and if their credit history is satisfactory we can bill their
account for deliveries with a day payment grace periodWhen a customer has a problematic credit history they are set up as a COD account and we require payment in advance for a fuel deliveryThis account has been COD for years so it's hard to understand why the customer is complaining about the policy - nothing has changed.If they have corrected the problems that resulted in their credit profile showing unresolved issue we can run the account again but we have no record of that request. In the winter our delivery schedule can get very busy and that results in delays for deliveries for all of our customers - it has nothing to do with creditIn this case, if the customer requests an immediate delivery but we are scheduled out beyond their requested date, their request is put in the order it is receivedIf they wait until they are too low on fuel to receive a delivery before they run out we cannot put them ahead of the people who called with proper notice.We regret that these issues have upset the customer but their concerns contradict our business policies. Thank you,*** ***Kamps Propane

We will schedule to retrieve this tank within the next business daysWe sincerely regret the mistakes that led to this request and will honor the customers desire to be left alone. *** ***Kamps Propane

We've made direct contact with Mr*** and scheduled a service call to resolve his concernWe believe that the issue will be brought to a peaceful conclusion before the end of the day (8/11/2016)

This complaint is modestly puzzling to us because we've provided service to this customer for a while and have no records of the customer expressing a concern to any of our staffWe offer propane delivery service to residential customers and if their credit history is satisfactory we can bill their
account for deliveries with a day payment grace periodWhen a customer has a problematic credit history they are set up as a COD account and we require payment in advance for a fuel deliveryThis account has been COD for years so it's hard to understand why the customer is complaining about the policy - nothing has changed.If they have corrected the problems that resulted in their credit profile showing unresolved issue we can run the account again but we have no record of that request.? In the winter our delivery schedule can get very busy and that results in delays for deliveries for all of our customers - it has nothing to do with creditIn this case, if the customer requests an immediate delivery but we are scheduled out beyond their requested date, their request is put in the order it is receivedIf they wait until they are too low on fuel to receive a delivery before they run out we cannot put them ahead of the people who called with proper notice.We regret that these issues have upset the customer but their concerns contradict our business policies.? Thank you,*** ***Kamps Propane?

This situation is a result of two problems that are not directly related but we accept responsibility for the result and will clear the customers account balance to address the problem.? We sincerely apologize for the confusion and inconvenience this created for the *** familyWe try to
provide reliable service and in this case, we let them down.? The first problem is probably a result of miscommunicationWhen the customer opened their account we provided them with documents that explained our billing policyAfter we made their first fuel delivery, we began receiving partial payments for the billWe don't offer any program that allows for this kind of payment and the account became delinquent over the next few months.? The second problem came when we mistakenly delivered twice within a few weeksThat was our error and it certainly did not help this situation.? ? We ultimately have to be responsible for the communication that creates the relationship with our customers and in this case, we did not accomplish that goalWe should have tried harder to speak with Mrsand Mr*** about their account to remedy the payment problemWe also should have never made the accidental delivery.? We are writing off the balance on the account and have shared this with our staff in Pioneer to illustrate the source and nature of the problem.? ? Thank you,? *** ***Kamps Propane? ?

I apologize for the lack of responseI sent this along to our manager in *** and he followed up to get the matter resolvedWe submitted his credit balance refund forms for processing back in February and the check was sent to the customer on Feb 17th? Our records show the customer has
since cashed the check.This process does take 6-weeks (for us to close/reconcile the account, submit the refund request and cut the check)We realize this is time consuming and we apologize for the delay in getting this done for Mr***

?
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

We will schedule to retrieve this tank within the next 5 business days. We sincerely regret the mistakes that led to this request and will honor the customers desire to be left alone. [redacted]Kamps Propane

Review: My wife and I purchased a newly built home in April of 2016. We moved in after escrow at the end of April. The builder already had a Kamps tank setup on the property. We called Kamps to see what we needed to do to get the tank in our name and they sent us a contract. Before filling out the contract we checked the tank to see how much was in it, it had about 50%. We decided to look into purchasing our own tank and decided to wait to fill out the contract. 3 months later on a Tuesday we saw that Kamps had put a contract on our door with a note asking us to fill out the contract. They gave no indication that service would be cut off if we did not complete the contract immediatley. The next day my wife saw that there was another notice on the door saying our propane had been shut off because we had not filled out the contract that was left on our door the day before. Our tank was still at 30% and the propane inside was already paid for and thus owned by us. Kamps stated that they were required by law to shut off our propane because we never filled out their contract. After living in our new home and using our propane for 3 months, they out of nowhere gave us less than 24hrs notice to fill out their contract to use our already purchased propane. We were never told we MUST fill out the contract in order to use our own propane; not the first time we asked how to get a contract with them nor when they left the contract on our door. No time limits were ever expressed to us whatsoever. Seeing as how we did not need to refill the tank yet and we were considering purchasing our own tank, we had no idea that they would strong arm us into requiring us to sign up on a 2 year contract with them in order to use our own propane. Upon speaking with them they said they would not be able to restore service until they processed our contract and dispatched a service technician, which would be several days and require a reconnection fee. There is a reason this company has 1 star reviews on both yelp.com and yp.com. MY STONG RECOMMENDATION IS TO GET YOUR PROPANE ELSEWHERE AND AVOID UNNECESSARY, RIDICULOUS HASSLES.Desired Settlement: Reconnect our propane immediately with no reconnection fees. Upon being strong armed into their 2 year contract, we completed it immediately in order not to discontinue service. However, they disconnected our propane anyway.

Business

Response:

We've made direct contact with Mr. [redacted] and scheduled a service call to resolve his concern. We believe that the issue will be brought to a peaceful conclusion before the end of the day (8/11/2016).

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Lack of customer service for the 2.5 years I was a customer with what appeared to be intentional actions leading to higher prices.

Started service in 2010 when we purchased a new home. We were unaware at the time that Kamps had drained the tank after the prior owner moved out. There was no notification until we realized there was no hot water. We took responsibilty as we could have checked when we moved in. We signed up for their "managed service" which was supposed to give us piece of mind knowing we would not run out of gas and a 5 cent discount for making it easier for them. During the time we were on the managed service the tank went dry at least once and nearly dry a couple other times where we needed to call and get someone out. It also appeared to us that they coordinated the fill times when the prices where at higher rates. Instead of prefilling prior to winter, they would come after the rate increases.

During our first winter, we called to inquire if we may have a leak as we were using more fuel than we would expect. They only provided the anecdotal comment that it's winter and everyone uses more. Not sufficient for us as we only had a 2 person household barely running any heat at all. We had someone else check the system.

Needless to say we grew tired of the "managed service" and chose to call them when we need fuel instead. This worked most of the time but the last time we called them they were to arrive on a Wednesday and they did not show. I called the office and they said we were not on the "managed plan" and they had 3 or 4 days to respond (I don't recall which). I reminded them I had called that many days prior and after following up with their driver they found he was too busy that day. We ended up getting fuel the following week.

I pretty much looked past all the above until this last bit. We were not on their "managed service" and recieved a requested fill on 11/5/2012. We planned our budget and knew we would not need more fuel until summer. Imagine our surprise when we recieved a bill on our door on 1/25/2013 for a fill that we never requested. The bill was for 369.90 at 2.459 per gallon. Upon calling to complain, they reduced the amount to 343.58 if we paid withing 30 days. I explained that we did not request the fill and they should come and take it out but they would not, nor did they care that they just cost us 343.58 for no reason.

Now we sold this home in May, and they came on 5/24/2013 to take the final reading. They said it would take 4-6 weeks to recieve a refund. We recieved a notice within a week or so that said we would be refunded approximately $500 at the rate of 1.95 per gallon. This is 50 cents lower than the rate they charged for the fill we never requested.

Now we are seven weeks out and still do not have our refund. Desired Settlement: Ideally I would prefer our refund to be at the rate they charged us for the eroneous filling in January.

And I would like to have my refund in the period promissed but since that is past. This week would be best.

Business

Response:

Business [redacted]

Our records reflect that Check #[redacted] was cashed on July 6, 2013 in the amount of $509.18.

We have confirmed that it was cashed and was sent to [redacted] at [redacted] Road #[redacted] California [redacted].

Consumer [redacted]

(The consumer indicated he/she ACCEPTED the response from the business.)

I agree they did finally send the funds they said they would.

I still believe they provided horrible customer service and forced us to pay extra based on their incompetence by delivering fuel when it was not requested.

Review: I am a customer of Kamps Propane. We recently had our propane shut off due to lack of payment. It was a month late.We did not receive a shut off notice of any kind, a few days prior we received our regular bill which said nothing about us being shut off.I was not home at the time, but my husband who is a veteran stated that a rep from the company came to the door and told us that we needed to pay or that we would be shut off. We did not have the money to pay and so we were disconnected. This was on veterans day.Today 11/13/15 I called and had the bill paid in full and was informed that it would not be until Monday that they could send someone out to reestablish service.I have a Daughter with severe food sensitivities who has to have fresh home cooked meals. My stove is propane which I explained to them and the fact that my Daughter has this issue and asked if we could have it done sooner as this presents a major health issue for her and was still told that Mon would be the soonest, meaning we will go the entire weekend without propane aka heat, cooking and hot water.I don't understand how they didn't hesitate to shut off our service, but once they have the money it takes three days to reestablish service.Desired Settlement: Better customer service. We should have been notified. My account is now paid in full and yet I have to wait to have service reestablished. My Daughter is sick and we are struggling to help her as it is! She is facing having to go in for surgery to have her bowels removed and a colostomy bag put in if we cannot get her condition under control. She's three!!

Consumer

Response:

Consumer states that the business failed to contact them directly and make an effort to reconnect the service as soon as possible due to the cold temperatures knowing full well there were special circumstances in the household that needed immediate attention. The service was eventually reconnected on Monday even though the complete amount was paid on Friday Morning. Consumer believes business could have made a better effort in trying to re-establish service that same day or make an exception and actually do it on a Saturday.

Review: I moved to a non-propane location and terminated my service with Kamps.

I received a credit statement of $105.68 dated 12/2/15 for account number [redacted].

I called them and asked them when I could expect payment. The person said 6 to 8 weeks. I called and left them a voice message on 2/1/16 asking for a status. No one has called me or send a e-mail in response to my detailed message.

I still haven't received their check.

Unacceptable business practice.Desired Settlement: Prompt payment of this outstanding credit on their books for 10 weeks.

Business

Response:

I apologize for the lack of response. I sent this along to our manager in [redacted] and he followed up to get the matter resolved. We submitted his credit balance refund forms for processing back in February and the check was sent to the customer on Feb 17th . Our records show the customer has since cashed the check.This process does take 6-8 weeks (for us to close/reconcile the account, submit the refund request and cut the check). We realize this is time consuming and we apologize for the delay in getting this done for Mr. [redacted].