Kelly-Moore Paint Co. Amarillo

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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,
William E***

November 7, Mr*** *** Revdex.com of Greater KC Subject: *** ***, Complaint Number: *** Dear Mr***: I am writing in response to Mr***’s consumer complaint. Mr*** appears to be concerned about a gas leak at his property and a
credit on his billMr*** has been a customer since December of and leases a gallon underground tank and was, until very recently, a “Will Call” customer, meaning it is the customer’s responsibility to call and order propane when necessary. It wasn’t until September 28, that the customer let us know he wanted to be switched from “Will Call” status to “Keep Full”. A review of our records show that on September 22, 2016, the tank regulator was found to be defective and in need of replacement. That day the tank was shut off and red tagged and gas was shut off inside the house out of an abundance of caution. On September 23, the defective regulator was replaced with new equipment and the red tag was removed from this tank. Also on September in the early morning an after-hours delivery of gallons of propane was made to Mr***’s residence. Our notes indicate the customer disputed an after-hours fee of $199.00, as they thought they were a “Keep Full” customer, but at that point, our records show they were a “Will Call” customer, meaning that they were responsible for watching the levels of propane in their tank and calling in for a fill when their tanks reached about 30%. On September 29, Ferrellgas replaced the anode bag and dialect union on Mr***’s tank ultimately at no charge to the customer. On October 17, 2016, Mrs*** called requesting a credit to her account based on the leak in their propane container. On Saturday, October 22, 2016, Mr*** also communicated that he wanted a credit on his account based on the issue he had with a leak. On Monday, October 24, Mr*** filed his complaint with the Revdex.com. And on October 26, 2016, a credit was applied to Mr***’s account for gallons of gasWe regret that the ***’s were displeased with their service and hope that the credit issued to their account resolves this matterWe thank you for bringing this concern to our attention. We appreciate the ***’s patronage and look forward to serving as their propane provider in the future. Thank you, *** ***

[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,
*** ***

[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,
*** ***

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  Note that the UPS tracking number provided was not correct - it was an old tracking number for a previous part delivered to me back in February of this year.  Also, the fact that Blue Rhino experienced "manufacturing delays" was never communicated to me before today.  I was only told "the part is on order with no ETA available".  Yes, this certainly didn't meet my expectations in turnaround time since it took almost a year for Blue Rhino to get me the right part.  I'm not sure who would consider their expectations met when you have to wait almost a year for a part.  To be honest, I find Blue Rhino's lack of accepting more responsibility in this matter disturbing.  However, assuming the part I receive within two weeks ends up working, I'm willing to move on at this point.
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.
But I would like to add, that we informed the customer service rep that our mail carrier had been delaying the delivery of our mail. At times, we had been receiving mail post marked 2.5 weeks earlier. This has been straightened out with our local post office. But my wife tried explaining to the customer service rep, that our mail was delayed and/not getting revived by us at all. I understand they have a business to run, just as I have a family to support. It was just disheartening knowing that in a time of need, our local propane provider did not offer much help or understanding. I feel as though there may not have been proper communications between Ferrellgas and my family, egarding the keep full and budget billing termination.  
Regards,
[redacted]

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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.
After several attempts to notify the Revdex.com I hope this message works.We received the credit balance check in the amount of $633.27 from Ferrellgas.At this time we don't have any issues with Ferrellgas and request our complaint be dropped.Thanks to all involved in resolving this issue.[redacted]
Regards,
[redacted]

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is unsatisfactory to me.
They has not addressed the complaint at all but have, in the way of their terrible customer service, avoided the situation entirely.
Regards,
[redacted]

March 3, 2017
 
Mr. Nikolas Reese
Revdex.com of Greater KC
 
Subject:  Charles S[redacted] – Complaint ID - [redacted]
 
Dear Mr. Reese:
 
The Revdex.com complaint filed by Mr. S[redacted] has been forwarded to the Legal Department for investigation and comment.  I’ve...

completed my investigation, talked with relevant field personnel and offer the following response.
 
A review of Mr. S[redacted]’s consumer account reveals he commenced services with us in November, 2015; he has a customer owned 500 gallon propane tank and was a Net 30 customer.  
 
Mr. S[redacted]’s concerns seem to surround his status as a “keep full” or “will call” customer and his displeasure with our propane pricing. 
 
Mr. S[redacted]’s account has been both “will call” and “keep full” during his tenure as a customer.  Specifically, on December 22, 2016, Mr. S[redacted] phoned and was upset he had run out of gas.  Our case notes indicate that he thought he was a “keep full” customer at that time, so we updated him to that status in our system.  Later, on January 27, 2017, Mr. S[redacted] phoned again upset about being a “Keep full” customer and stated that this is not something he requested, though our case notes show that a month earlier he had been upset about not being a “keep full” customer.  Between the December 2016 and the January 2017 call, our system automatically generated a delivery for Mr. S[redacted], as he was now a “keep full” customer.  As is noted in the Customer Agreement Mr. S[redacted] received when he commenced service with us in November 2015, “keep full” customers receive propane deliveries from time to time on our schedule when we believe that a delivery is appropriate.  Further, the Customer Agreement states clearly that when on “keep full” service, the customer will not be contacted in advance of the delivery and price and any applicable fees and charges will be determined in accord with paragraph 4, section 1 of the Customer Agreement.  In other words, Mr. S[redacted] would have been charged the market rate for the fill that he received due to his “keep full” status, which in this instance was $1.999 per gallon.
 
On February 10, 2017, Mr. S[redacted] requested a change back from “keep full” to “will call”.  The customer also indicated that he would not pay for the gas delivered to him on January 25, 2017. 
 
On February 13, Mr. S[redacted] came to our office to discuss the situation with the 313 gallons that were delivered under the customer’s “Keep full” status.  Our customer service specialists offered to pump the tank out or if the customer wished to keep the propane, we offered him a price of $1.199 for the 313 gallons delivered.  The customer wasn’t happy with either scenario. 
 
Our personnel believed this was a leased asset and sent out driver out to remove the regulator and lock off the tank after the dispute over payment of the propane.  A few days later, Mr. S[redacted] was able to provide proof that he owned this tank, so our drivers went back out immediately and reconnected the tank at no charge. 
 
Ultimately, Mr. S[redacted] offered $200.00 to settle the disputed delivery and we accepted.  The remaining amount on his account was written off, thus leaving him with a zero balance. 
 
We regret that Mr. S[redacted]’s tank was locked off, but believe the matter has been amicably resolved at this point. 
 
Thank you for bringing Ms. S[redacted]’s concerns to our attention.
 
Sincerely,
 
Cathy Korte
Paralegal
 
cc:          Katherine S[redacted], Manager of Customer Service
              Dan T[redacted], Director of Operations
              Kevin P[redacted], Manager of Operations

[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,
Jim & Belind S[redacted]

January 3, 2017   Mr. [redacted] Revdex.com of Greater KC   Subject:  [redacted] – Complaint Number [redacted]   Dear Mr. [redacted]: I am writing in response to Ms. [redacted]’s consumer complaint.  Ms. [redacted] has been a customer since October 2014; she has a 120 gallon propane tank...

that is customer owned with “will call” service and Pay in Advance payment terms.  Ms. [redacted] is concerned about a propane delivery that occurred on December 12, 2016.  Ms. [redacted] stated in her complaint that she requested and paid for 50 gallons of propane.  When our driver went to Ms. [redacted]’s residence to fill her tank on December 12, 2016, it was his understanding that he was to fill her tank completely.  He delivered 60.2 gallons at $1.9101 per gallon.  Ms. [redacted] had already paid for 50 gallons, so her account was then charged the additional $11.84 was to cover the additional gallons that were placed in her tank. We regret that Ms. [redacted] is dissatisfied with the service she received from our company, but we do not believe the Ferrellgas employee who delivered Ms. [redacted]’s propane acted maliciously when he filled her tank.  There may have been a communication issue between the person who entered the request for a fill and the information that was relayed to our driver upon delivery of Ms. [redacted]’s propane.  In any event, we regret the inconvenience this has caused our customer.  As such, and in a gesture of good faith, we are removing the $11.84 charge to her account.  We hope this settles the matter. We appreciate Ms. [redacted]’s patronage and look forward to serving her propane needs in the future. Please call if you have questions.   Thank you,   [redacted] Paralegal   cc:          [redacted] – Customer Service Manager [redacted] – Director of Operations

[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 $65.61 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 30 day period.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 500 gallon tank and it has been paid in full!His 3/31/2015 bill was showing 343.73 + 25.00 = 343.73 as the amount owed!  This is on bill/account number [redacted]They are adding his 25.00 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 50 dollars now. Regards,[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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:1. I have attached several pictures. One picture is a label on the side shelf of the grills. The 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 steel.2. the 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 trays. Picture attached to represent one.3. That picture will demonstrate that no amount of maintenance would have prevented a component manufactured from poor quality raw materials from rotting out. If 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 tray. I 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 same. Refund us our money.[redacted] and [redacted]
Regards,
[redacted]

April 8, 2015
   
Mr. [redacted]
Revdex.com of Greater KC
 
Subject:  [redacted] –
Complaint ID [redacted]
 
Dear Mr. [redacted]:
 
A review of Mr. [redacted]’s account reveals he commenced
services with us in August 2005; he...

recently purchased a 500-gallon propane container
from us; has chosen “will call” delivery service as well as inclusion in our
Budget Billing Program. 
 
Mr. [redacted]’s Budget Billing monthly payment amount is set at
$25.00.  His Budget Bill account was
recalculated on February 27, 2015.  Mr.
[redacted]’s account currently has a credit balance in the amount of ($50.00). 
 
The Budget Billing program is designed to spread the
customer’s annual heating costs over a set period – 9 or 12 months.  The Budget Billing option gives customers
peace of mind knowing exactly what their payment will be throughout the
year.  Monthly payments are subject to
change, however, due to fuel usage and pricing fluctuations.  Payments are reviewed twice per year
(semi-annually and annually) and are adjusted accordingly.   
 
Thank you for bringing Mr. [redacted]’s concerns to our
attention. 
 
Sincerely,
 
[redacted]
Paralegal

[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,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response. I have already given all the reasons why, to which Ferrellgas refuses to respond or take any responsibility for.
Regards,
Shelley W[redacted]

January 22, 2018     Mrs. [redacted] Revdex.com of Greater KC   Subject:  [redacted] and [redacted], Complaint   Dear Mr. [redacted]:   The consumer complaint filed by Mr. and Mrs. [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 Mr. and Mrs. [redacted]’s consumer account reveals they commenced services with us in October 2014; own a 500-gallon propane container; chose “Keep Full” delivery service and were “Budget Billing” customers up until recently when they were switched to a “Pay in Advance” payment plan.   The [redacted]’s concerns relate to their removal from “Budget Billing” and “Keep Full” delivery service. They are also unhappy with their customer service experience and that they were unable to make a propane order without advance payment.   The [redacted]s became “Keep Full” and “Budget Billing” customers in October 2015.  The Budget Billing program is designed to spread the customer’s annual heating costs over a set period of 9 or 12 months. The [redacted]s became behind on their “Budget Billing” payment in the summer of 2017.  On their October statement Mr. and Mrs. [redacted] received a warning that their account could be removed from “Budget Billing” and “Keep Full” status if their payment in full was not received by October 10, 2017.  The [redacted]s paid a portion of the balance in October.  The statement dated the end of October had another “Budget Bill” removal warning, stating they needed to pay $121.50 by November 10, 2017 to remain on the “Budget Billing” payment plan.  It also stated that if the payment was not received by November 10th, the whole balance of $600.69 would be due.  That statement also had a notification alerting Mr. and Mrs. [redacted] that if the total amount of $121.50 was not paid by November 10, 2017 they could be removed from the “Keep Full” delivery service.    When payment due was not received by November 10, 2017, Mr. and Mrs. [redacted] were removed from “Keep Full” and “Budget Billing” and were switched to “Will call” and “Pay in Advance” service.  As “Pay in Advance” customers, the [redacted]s were required to pay for their delivery at the time they entered their order. Mrs. [redacted] contacted our Collections Department on 12/12 and set up payment arrangements for the past due amount on the account.  Typically, when payment arrangements are set up, the customer is notified and reminded that any additional gas deliveries will need to be paid for in full at the time the gas delivery is requested.  We apologize for any miscommunication resulting in the [redacted]s being unaware of their new “Will Call” and “Pay in Advance” status.   In their complaints, the [redacted]s mention checking their tank’s propane level on their account and saw it was listed at 30%.  When they checked the tank on December 22, 2017, they found their levels at 5%.  We regret that they found the level on the account to be inconsistent with their tank’s actual propane level. The propane level on the [redacted]’s customer account is an estimate based on their regular usage,   among other factors, but should not be depended on solely to monitor tank levels.  “Will Call” customers are expected to monitor their propane levels and alert Ferrellgas when their levels are at 30%.  During times of inclement weather, we suggest customers monitor their tanks and call in when their propane levels are between 30% and 40%.  “Keep Full” customers are also expected to be aware of their propane levels especially during wintry weather when they may be likely to use more propane than usual.   As Mr. and Mrs. [redacted] own their 500-gallon tank, they may order propane from the provider of their choice.  Mrs. [redacted] spoke with a Customer Service Specialist on December 26, 2017 and was told that as she was on Pay in Advance payment terms, Mrs. [redacted] would need to pay for the delivery before it could be entered.  Mrs. [redacted] stated that her tank was below 5% and that they were in urgent need of a delivery but were unable to pay for the delivery at that time. She ultimately decided to order from another provider.   Mrs. [redacted] sent her local office an email expressing her dissatisfaction with her customer service experience from December 26, 2017. Our Customer Service Manager reached out to the [redacted]s on December 28, 2017 in order to attempt to resolve the situation; however, Mrs. [redacted] was adamant that as they were not able to pay in advance for a fill at that time that they would be switching providers.    In the spirit of good faith and as a gesture of customer satisfaction we will add a $100 credit to Mr. and Mrs. [redacted]’s customer account. We regret that the [redacted]’s were dissatisfied with their experience with Ferrellgas and for the inconvenience they experienced.  Their concerns have been shared with the relevant field personnel.    Thank you for bringing Mr. and Mrs. [redacted]’s concerns to our attention.  We thank them for their past patronage and wish them well in the future. Please call if you have any questions.   Sincerely,   Rebecca [redacted] Paralegal   cc:           Nicole [redacted], Customer Service Manager                 Greg [redacted], General Manager I

February 15,
Mr[redacted]
Revdex.com of Greater KC
Subject: [redacted] – Complaint ID [redacted]
Dear Mr[redacted]:
I am writing in response to Mr[redacted]'s consumer
complaint. In researching this complaint
I find that
Mr[redacted] was not a contact on the Ferrellgas account that is
the subject of his complaint; therefore, our privacy policies prohibit the
release of information to a non-party.
Thank you for bringing Mr[redacted]'s concerns to our
attention
Sincerely,
[redacted]
Paralegal