Kelly-Moore Paint Co. Amarillo

December 18, Mr [redacted] Revdex.com of Greater KC Subject: [redacted] Dear Mr***: The consumer complaint filed by Ms [redacted] has been forwarded to the Ferrellgas Legal Department for investigation and comment I have completed my investigation, talked to the relevant field personnel and offer the following response A review of Ms [redacted] ’s consumer account reveals she commenced services with us in May 2015; she leased a 250-gallon propane container from us; chose “will call” delivery service and is on Net Payment Terms Ms [redacted] ’s concerns relate to her last propane fill and the related charges from August Ms [redacted] also has concerns relating to her customer service experience Based on our records of the message sent through the email portal by Ms [redacted] on August 19, 2017, Ms [redacted] stated that she wanted to schedule a refillThere appears to have been a miscommunication and our service center personnel perceived the email as a request for a tank fill and not a request for a call A service technician promptly arrived at Ms [redacted] ’s property on August 22, At that time, it was found that Ms [redacted] ’s tank was emptyIt is Ferrellgas safety protocol to perform a leak check before filling an empty tank The leak check was performed and as no leaks were found, the tank was green tagged and filled A Customer Service Specialist called Ms [redacted] on August 22, to inform her of the green tag and the filled tank Ms [redacted] called Ferrellgas on October 11, requesting the tank and propane in it be picked upShe expressed frustration that the tank had been filled without having been called firstThe leased 250-gallon tank was picked up on November 14, At that time, the propane level was checked and it was found that gallons had been used since the tank had been filled in August Ms [redacted] was refunded for the gas remaining in the tank, totaling a refund of $ In the spirit of good faith and in a gesture of customer satisfaction we did not charge Ms [redacted] a tank pick up fee and have also removed the leak meter fee from Ms [redacted] ’s accountWe find the remaining past due balance of $due and payable With regard to Ms [redacted] ’s concerns as they relate to her customer service experience, we regret that she had a less than satisfactory experience Ferrellgas strives to provide each customer with the best customer service possibleHer concerns will be shared with our local office Thank you for bringing Ms [redacted] ’s concerns to our attentionWe thank her for her past patronage and wish her well in the futurePlease call if you have any questions Sincerely, Rebecca [redacted] Paralegal cc: Katie ***, Customer Service Manager

July 20, Mr [redacted] Revdex.com of Greater KC Subject: Lindsay [redacted] – Complaint ID [redacted] Dear Mr [redacted] : I am writing in response to Ms***’s consumer complaint A review of her account indicates she commenced services with us in March 2014; was on a metered system and had chosen “will call” delivery serviceMs [redacted] has requested that her account be closed Ms***’s complaint is regarding a billing issue whereby she was erroneously charged for LP gas usage after June 13, We recognize this was an error and have adjusted Ms***’s account back to a zero balance, as she will not be responsible for any charges that posted in June She will also be receiving her $deposit after we reach out to her and confirm a current mailing address She should receive this refund in the near future We apologize for any inconvenience this billing error may have caused and hope that we have now come to a satisfactory resolution with our customer Thank you for bringing Ms***’s concerns to our attention We appreciate her past patronage and we wish her well in the future Sincerely, Cathy [redacted] Paralegal Cc: [redacted] , Director of Operations [redacted] , Customer Service Manger

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]Complaint: [redacted] I am rejecting this response because:the issue is that he is still being billed for the gallon tank and it has been paid in full!His 3/31/bill was showing + = as the amount owed! This is on bill/account number [redacted] They are adding his budget billing amount to the bill that was paid for the tank and gas back in November/December of last year The bill keeps going up and it should show a negative amount or credit of dollars nowRegards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The complaint should still be activeFerrellgas did not honor what they told youThey did finally issue a refund for the unused propane they picked up, but only at pennies on the dollarthey added a $service charge and other bogus charges and no where does it show a credit for the check I sent them for $for the one tank of propane I usedThey are a very dishonest business and did tell me on the telephone" refunds are not in their company policy" That was why I stopped payment on the check for $All of the bogus charges need to be removed and the account should show paid in full and closed Regards, [redacted] ***

I accept the responseThe company contacted me and resolved the matter Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

February 17, Mr [redacted] Revdex.com of Greater KC Subject: [redacted] , Complaint No [redacted] Dear Mr***: A review of Mr [redacted] ’ consumer account reveals he commenced services with us in September, 2009; he owns his own propane containers; chose “will call” delivery service and was on cash on delivery payment status Mr [redacted] appears to be concerned about a service call that was completed at his residence on his customer owned tank With a customer owned tank, the customer is responsible for any loss or damaged caused by his or her system Our Customer Agreement also states that the customer is required to maintain and pay for all expenses for maintaining the system and all hoses, meters, or other equipment which are a part of the system According to the complaint, Mr [redacted] reported that our service personnel came on December 13, to fix an issue identified with his customer owned tank At that time, our service technician replaced the regulator on Mr [redacted] ’ tank It was during this visit that the customer alleged that our service technician hit a part on the tank with a hammer and/or screwdriver On December 19, 2016, our driver was dispatched to perform a leak test to ensure that the system would hold pressure and subsequently filled Mr [redacted] ’ tank with gallons of propane On January 19, 2017, the customer phoned to report a gas leak and another service technician was dispatched to address the leak that same day Mr [redacted] claims that he lost 70% of the propane that was pumped into the tank on December 19, On January 20, Mr [redacted] spoke with the local Customer Service Manager who offered him gallons of gas to compensate him for any gas that was lost due to a leak in his tank After some discussion with our local office, it is my understanding that as of the date of this letter, our office has offered Mr [redacted] a free full tank of gas (roughly gallons) to compensate him for his trouble and has also agreed to replace the broken part in question from his tank We regret the inconvenience to our customer and hope that this will resolve the matter We appreciate Mr [redacted] ’ patronage and look forward to serving his propane needs in the future Thank you for bringing Mr [redacted] ’ concerns to our attention Sincerely, Cathy [redacted] Paralegal cc: [redacted] , Manager of Customer Service [redacted] , Director of Operations

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered] Complaint: [redacted] I am rejecting this response because:I reject Ferrellgas response for the following reasons:I have attached several picturesOne picture is a label on the side shelf of the grillsThe label states "Stainless Steel Grill" The paralegal overlooked this comment in my complaint and instead accused us of poor maintenance.This label is DECEPTIVE and MISLEADING making the consumer believe the entire grill is constructed of stainless steelthe REALITY is the most vulnerable and the only part that IS NOT made out of stainless steel is the part that has failed on both of my grills, the grease traysPicture attached to represent oneThat picture will demonstrate that no amount of maintenance would have prevented a component manufactured from poor quality raw materials from rotting outIf that piece were manufactured from stainless steel like the label said it was, I would not have had to file this complaint.4.The paralegal suggests like the [redacted] parts department did that I should purchase an aftermarket trayI am sorry, but nobody sells an aftermarket tray.Since we were misled by that label to buy something that is inferior, my demand remains the sameRefund us our money[redacted] and [redacted] Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and to close this problematic issue once and for all, even though we did not use any gas they are stating was missing, we will pay the $and close this account Please notify this company to have no further contact with me/us in the future as we do not feel they are a company we would ever want to do business with again They will have this payment within a day period Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, Charles S***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: In their response, the company completely ignored the fact that one of their representatives (Laura) informed me, when I called to cancel my account, that either I would be credited for the gas left in the tank (if the future owners did NOT sign up with Ferrellgas), or the charge would be moved to the new owner's account (if they DID sign up with Ferrellgas)The company should stand by what their representatives are telling customers and what this representative promised me Furthermore, twisted my words regarding knowledge I had about a transfer at closingI was NOT aware that this matter was "supposed to be" handled at closingYour representative said NOTHING about that when I called to cancel my accountI was only told that two weeks later (by Chris) when I called wondering why I hadn't heard from anyone and my account was still showing a balanceIt was in my best interest to try to get the new owner to pay this bill, and so that's why I contacted my realtor to contact the new ownerIn addition, a Ferrellgas representative (Chris) stated that she would contact the new owner and inform her that she would be receiving a billSince Ferrellgas, apparently, was unable to get the new owner to pay for the gas she was using (and they were providing), they are harassing me to pay for this gas that I did not use, and was told BY A FERRELLGAS REPRESENTATIVE I would not be charged for.
Regards,
Shelley W***

February 9, Mr*** *** Revdex.com of Greater KC Subject: *** *** ***, Complaint #*** Dear Mr***: The consumer complaint filed by Ms*** has been forwarded to the Ferrellgas Legal Department for investigation and comment. I have
completed my investigation, talked to the relevant field personnel and offer the following response A review of Mr***’s consumer account reveals she commenced services with us in October 1988; leases a 250-gallon propane container; chose “will call” delivery service and is on EA payment terms Ms***’s concerns relate to her expected delivery window from her last order. She also has concerns relating to her customer service experience Ms*** had payment confirmed for her order on January 17, and received a 7-business day delivery windowHer order was delivered on January 29, 2018, within the delivery windowIn her complaint, Ms*** suggests that she was promised one-day deliveryDue to the snow storms and icy road conditions occurring in the area at that time, emergency delivery service including next day delivery was not offered to customers. We do not have record of offering Ms*** next day delivery or emergency delivery of any kind During times of high usage, inclement weather and snowy or icy road conditions, delivery delays may occur. We apologize for the delay that Mr*** experienced, however, we must make prudent judgment calls regarding the risks involved in sending our personnel out on the road when weather conditions are less than favorable. Our Customer Agreement for Propane Safety and Equipment Rental states the following in regard to this subject: “We may refuse to provide service if we believe we cannot safely make delivery due to conditions on or approaching your property, including unsafe road conditions…” As to Ms***’s concerns that she was removed from the budget billing program, our records show that on December 15, 2017, Ms*** spoke with a customer service representative and Ms*** suggested she be removed from the Budget Billing program as she felt she was unable to make the monthly payments. We regret any confusion that may have occurred when Ms*** was removed from the program. Ms*** is now a “will call” customer and should regularly monitor her propane levels and order when her tank reaches 30%. During times of inclement weather, we suggest customers allow for delivery delays when ordering propane and order when their tank reaches between 30-40% capacity. Customers should also consider holidays that may affect their business day delivery window when determining when to order With regard to Ms***’s concerns as they relate to her customer service experience, we regret that she had a less than satisfactory experience. Ferrellgas strives to provide every customer with excellent customer service and we regret that Ms*** did not feel she received that. Her concerns have been shared with the relevant personnel. We regret that due to the weather conditions and high usage, Ferrellgas was unable to offer emergency or expedited delivery to Ms*** and for any inconvenience that resulted. Our customer service manager has reached out to Ms*** and looks forward to discussing Ms***’s concerns with her furtherWe hope that will help to resolve this matter Thank you for bringing Ms***’s concerns to our attention. We appreciate her years of past patronage and look forward to serving as her propane provider in the future. Please call if you have any questions Sincerely, Rebecca *** Paralegal Cc: Melinda ***, Customer Service Manager Kelly ***, General Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:I did call and ask if I could get filled on a Saturday, but never did they inform me that it would be $just for them to show up? I have never heard of such an outrageous price for just showing up, even on a Saturday! I was told of a "fee" but she said they had to see what there fee was going to beAnd never called back and told me what it was going to beUntil I showed up and it was already pumping was I made aware of the $feeAnd a hazmat fee? I have had that truck filled at hundreds of propane places and not once have I been charged a hazmat feeThis companyies reviews are correct because this company has gone down hill
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Why was I told by the local Ferrellgas rep "that refunds were notin their company policy" if there actually is such a policy? andsecondly; with their added charges even with the "refund" is almostthe amount of the total billFerrellgas is a very dishonest companyand I for one will never do business with them againI will betelling all my friends and neighbors how they do business
Regards,
*** *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response
Shelley W***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response m*** by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***-***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mePlease leave this matter open until I receive the check from ferrellgasOnce it is received, I will notify the Revdex.com that payment has been received and the complaint can be closed.
Regards,
Tim C***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12001701, and find that MsCarrie J*** was thereMy inference that she was hanging up on me was incorrectThe firm estimate received was in excess of $or partial quotes added up to $Ms J*** has spoken with me about the latter so farI'm just glad that they're not ignoring me anymoreTheir firm's honorable even though I took wrong impression
Peace out,
Ric W***

I now understand there was an extra service chargeThis was not communicated and took a complaint to the Revdex.com for them to give me an explanationI am still very dissatisfied with the poor communication between Ferrell Gas and its customersI would not recommend them to any residents in *** or *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards,
*** ***