Kelly-Moore Paint Co. Amarillo

[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:  this is an obvious attempt to dodge the many aspects of my complaint.  They tried to represent me as someone who was always behind on my bill, when I wasn't.  I paid on time! My bank records will show that.        Dealing with Ferrell gas was a nightmare from the beginning: they did NOT show up as scheduled to convert my dryer in September--I ended up missing work because they could not keep their appointment time.  It was at this appointment that the service man TOOK a critical part of the dryer that I needed in order to convert it back to natural gas.  A contractor I know had to go and get the valve and then convert the dryer himself.  He will testify to the missing part.  And this was just one of TWO appointments that they did not make!    They are also obfuscating when it comes to the gas leak--I had to have a friend come shut off the valve, because they were unavailable.  He will testify as well.  Two bills for a total of $1100 followed shortly.  In the dead of winter, after a gas leak caused by FERRELL GAS,  THEY DID NOTHING TO REPLACE THE LOST GAS EXCEPT TO "CREDIT" ME THE PRICE OF 50 GALLONS--- AND THAT TOOK FOUR MONTHS, AND WAS NOWHERE NEAR SUFFICIENT COMPENSATION: THEY DID NOT TAKE RESPONSIBILITY FOR THEIR ERROR.   I DIDN'T SAY THEY DIDN'T REPAIR IT--THEY SIMPLY DID NOT REIMBURSE ME FOR THE CONTENTS OF THE TANK, EXCEPT FOR A SCANT 50 GALLONS, AND THAT WAS ONLY AFTER NUMEROUS PHONE CALLS AND EMAILS AND 4 MONTHS LATER.    The paralegal is trying to obscure the truth by focusing on issues that were not part of my complaint.  I have been paying the bill and it is almost gone-- THEY HAVE NOT LOST ANYTHING, BUT THEY HAVE EARNED A VERY BAD REPUTATION FROM THE ORIGINAL ISSUES IN MY COMPLAINT:  the installation of the faulty valve, the ensuing leak, and refusal to compensate me for more than 50 gallons; the failure to make the appointments on the correct day and time; the slew of phone calls and emails it took to get ANYTHING done with these people; their LIES about reimbursing me for the propane left in the tank (twice--first when I signed up, and right before I left)--not to mention the two days I had to take off work to accommodate their irresponsible scheduling; now, their harassing me for the balance of the account after having promised I could pay over time--it is ludicrous considering how much money they cheated me out of, how much of my time they wasted.  Most people probably don't even leave forwarding addresses or bother to set up payment arrangements, like I did.  Instead of appreciating that, they are treating me like an ignorant person who does not pay on time. Check my credit rating!     There's a reason that Ferrell Gas has extremely negative reviews locally.  They have a chance to redeem themselves for a least one customer before I add my voice to the rest.  [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 find that this resolution is satisfactory to me.
Regards,
Chris H[redacted]

June 13, 2017   Mr. Nikolas R[redacted] Revdex.com of Greater KC   Subject:  Shelley W[redacted], Complaint No – [redacted]   Dear Mr. R[redacted]:   Thank you for passing along Ms. W[redacted]’s most recent communication.  We have no new or additional information regarding this complaint to share at this time.    Sincerely,     Cathy Korte Paralegal   cc:          Debra W[redacted], Manager of Customer Service                Andrew T[redacted], Director of Operations

I accept the response. The 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 12,
Mr[redacted]
Revdex.com of Greater KC
Subje**: [redacted], Complaint No[redacted]
Dear Mr[redacted]:
I am writing in response to Ms[redacted]' consumer
complaint. A review of her account
reveals
service at the property in question commenced in August 2015; with a metered
propane system; ‘[redacted] call' delivery
service with Pay In Advance payment terms
Ms[redacted]' concerns surround a bill she received for
$503.00. A review of our case notes
reveals that Ms[redacted] is on a metered system. Metered systems are read systematically on
the 25th day of the month, unless that day falls on a weekend, in
which case the meter [redacted] be read on either the Friday before or the Monday
after the weekend on which the 25th day of the month falls.
Our research shows that this is the first winter for Ms[redacted]
at her current address, thus making it difficult to compare bills to previous
seasons. A number of f*ors could be
involved in a higher fuel consumption rate than expe**ed and include but are
not limited to, location of the thermostat in the home, efficiency of the
furnace and overall energy efficiency of the homeMeter readings since August
of when Ms[redacted] became a customer are as follows:
Beginning reading
8/25/reading for gallons
09/2/reading for gallons
10/26/reading for gallons
11/25/reading for gallons
12/24/reading for gallons
01/28/reading for gallons
As you can see from the above, propane consumption has
increased consistently as the weather has gotten colder. Also worth noting the large snowfall from
winter storm [redacted] that hit this area the weekend of January 22, that
would have accounted for some of the increased usage prior to the meter reading
on 1/28/2016. We believe the customer
[redacted] begin to see a decrease in both meter usage and amount due on her monthly
statements once warmer weather is upon us.
After speaking with relevant personnel in the field and
investigating the issue, we find that the metered usage and subsequent pricing
is not out of the ordinary for this time of year and do not believe a bill
adjustment is warranted in this case
Thank you for bringing Ms[redacted]' concerns to our
attention. We appreciate her past
patronage and look forward to continuing as her propane provider in the future. Please call if you have questions
Thank you,
[redacted]
Paralegal
cc: [redacted]– Customer Service Manager
[redacted] – Dire**or of Operations

March 9, 2017
 
Mr. [redacted]
Revdex.com of Greater KC
 
Subject:  William E[redacted] – Complaint ID - [redacted]
 
Dear Mr. [redacted]:
 
I am writing in response to Mr. E[redacted]’s consumer complaint that was forwarded to the Legal Department for investigation and comment. I have...

completed my investigation, and would like to offer the following response:
 
A review of Mr. E[redacted]’s customer account reveals that he has been a customer since February 2007; he leased a 330 gallon propane tank; was a “will call” customer and had Pay In Advance payment terms.
 
Mr. E[redacted]’s concerns relate to propane charges and tank pickup fees on his account.  Mr. E[redacted] was also upset that our local office let him when he phoned in for a 100 gallon delivery that we would deliver 150 gallons or more and that this had been the policy for two years.   This sounds like it was perhaps a miscommunication that Mr. E[redacted] hadn’t been informed of this policy before, but we do regret that the customer felt he did not receive the customer service he should have expected from our local personnel. 
 
Ultimately, Mr. E[redacted] decided to terminate service with us and go with another provider and he requested a tank pick up.  Our technicians removed the tank from Mr. E[redacted]’s property on February 7, 2017 and charged an $85 tank pick up fee, which was charged in accordance with our Customer Agreement. 
 
In a gesture of good faith, Ferrellgas will agree to remove the tank pickup fee from Mr. E[redacted]’s customer account.  Further, the refund he received from any gas that was left in the tank was refunded at the purchase price.    We hope this information will help resolve the matter.   
 
Thank you for bringing Mr. E[redacted]’s concerns to our attention.  Please call if you have questions.
 
Sincerely,
 
Cathy K[redacted]
Paralegal
 
cc:          Howard D[redacted], Director of Operations
               Ken U[redacted], Customer Service Manager

[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: 11976108
I am rejecting this response because:
Regards,
Marvin S[redacted]

October 12, 2016   Mr. [redacted] Revdex.com of Greater KC   Subject:  [redacted] – Complaint No:  [redacted] Dear Mr. [redacted]: I am writing in response to [redacted]’s consumer complaint.    Ms. [redacted] has been a customer since April 2016; she has a 1000 gallon propane...

tank that is customer owned with “will call” service and Pay in Advance payment terms.  Ms. [redacted] is concerned about paperwork detailing the results of a cathodic protection test done in April of this year.  A review of our case notes show that this test was completed on April 21, 2016. Further, case notes indicate that the first contact we had with Ms. [redacted] after the April test was completed was on September 30, 2016 when she contacted us to get supporting paperwork from the cathodic protection test.   At that time, we were unable to locate the requested documentation, so we scheduled another test that was completed on October 10, 2016.  I have been told by field personnel that the paperwork from the latest test was to be mailed to[redacted] to Ms. [redacted]’s home address on file.  She should have the requested paperwork very soon.  Thank you for bringing Ms. [redacted]’s concerns to our attention.  We appreciate her past patronage and wish look forward to serving as her propane provider in the future.  Please call if you have questions. Thank you,   [redacted] Paralegal   cc:          [redacted] – Customer Service Manager                [redacted] – Director of Operations

March 3,
Mr[redacted]
Revdex.com of Greater KC
Subject: [redacted], Complaint [redacted]
Dear Mr[redacted]:
I am writing in response to Mr[redacted]'s consumer
complaint. Our records show that Mr[redacted]
has been a customer since
September, 2000; leases a gallon propane tank; is
a will call customer and has Net payment terms.
At issue in Mr[redacted]'s complaint are the contents of the
propane container located at Center Rd, Glasgow, KY and the delay Mr
[redacted] noted in his complaint of getting the propane tank at the above
referenced address either picked up or locked off.
A review of the case notes on Mr[redacted]'s account reveal
that due to weather and personnel issues, there was a delay in dispatching
personnel to the address listed above.
However, as of the date of this letter, we show that Ferrellgas was at
the property today, March 3, 2016, to disconnect the tank in question per Mr
[redacted]'s request. We note that upon
arrival today, the tank contained gallons of fuel and we will accordingly
be refunding the customer for the gallons left in the tank at
$1.919/gallon. Mr[redacted] should be
contacted in the next few days by a member of our Customer Service team to
collect updated mailing information and advise him of his refund
Thank you for bringing Mr[redacted]'s concerns to our
attention. Please call if you have
questions
Thank you,
[redacted]
Paralegal
cc: [redacted]
– Director of Operations
[redacted] – Customer Service Manager
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[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. Ms. [redacted] was helpful and quick to respond to the matter. I did agree to pay the full amount on the account as I am financially able to do so, unfortunately other customers who encountered this situation may not have that ability. I hope your company will take care of the error and consider the difficulty it has caused to many of your customers. I do want to correct you that I did not choos the will call status and I am not sure that thatbisnthe correct status for my account. If you would kindly look into that and see if it should be corrected. I told Ms. [redacted] that I will promptly pay the bill when I receive the statement, and she said I will be allowed to split the bill into two payments if needed. Thank you for your acknowledgement and apology. 
Regards,
[redacted]

July 10, 2017   Mr. Nikolas Reese Revdex.com of Greater KC   Subject:  Jim and Belinda S[redacted], Complaint No – [redacted]   Dear Mr. Reese: The Revdex.com complaint filed by Mr. and Mrs. S[redacted] has been forwarded to the Legal Department for investigation and comment.  I have completed...

my investigation, talked with relevant field personnel and offer the following response: A review of S[redacted]’s consumer account reveals that they commenced services with us in September, 2006; leased a 500 gallon propane container; chose “will call” delivery service and are Pay in Advance customers. The S[redacted]s are concerned about a next day service charge that was on their account statement after a June propane delivery.  After speaking with the local office regarding this account, it appears that this additional next day service charge was applied to the S[redacted]’s customer account in error due to a technical issue that stemmed from our company trying to get to the S[redacted] residence as soon as possible, as they informed us they were out of gas when they requested a delivery.  Our Customer Service Specialists should have removed this charge from the S[redacted] account before the bill went out and that didn’t occur.  We apologize for the inconvenience and/or confusion this may have caused. Kelsey B[redacted], the Customer Service Manager from the St. Louis office, was able to speak to Mrs. S[redacted] on July 5 and explain what happened regarding the bill. Mrs. S[redacted] seemed satisfied with removal of the fees and an explanation as to why this happened.  We regret the billing error and hope that Mr. and Mrs. S[redacted] are satisfied with the resolution to this matter.  We appreciate their past patronage and look forward to serving as their propane provider in the future.    Sincerely,   Cathy K[redacted] Paralegal   cc:          Kelsey B[redacted], Manager of Customer Service                Jim Rushing, Director of Operations

[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 complaint should still be active. Ferrellgas did not honor what they told you. They did finally issue a refund for the unused propane they picked up, but only at pennies on the dollar. they added a $75.00 service charge and other bogus charges and no where does it show a credit for the check I sent them for $267.00 for the one tank of propane I used. They 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 $533.67. All of the bogus charges need to be removed and the account should show paid in full and closed.
Regards,
[redacted]

February 12,
Mr[redacted]
Revdex.com of Greater KC
Subject: [redacted],
Complaint Number [redacted]
Dear Mr[redacted]:
I am writing in response to Mr[redacted]'s consumer complaint. A review of Mr[redacted]'s account
reveals
service at the property in question commenced in November 2014; with a leased 120-gallon
above ground propane container; ‘will call' delivery service with Pay In
Advance payment terms
If a customer has chosen "will call" delivery service, we
will not deliver propane until our customer calls and requests a delivery. "Will call" customers should call not less
than five (5) business days prior to the date they anticipate needing propaneIf a customer should call with less than five
(5) business days' notice, we may not be able to meet their schedule. We suggest ‘will call' customers call us when
their tank reaches thirty percent (30%) capacity to allow time for routing and
delivery of the fuel.
Mr[redacted]'s concern surrounds a fuel delivery requested on
2/8/2016. A review of our case notes
reveals that Mr[redacted] requested a delivery on February 7, and
provided payment on February 8, 2016. He
was told was told at that time delivery would occur within a day window.
After discussing this issue with relevant personnel,
Ferrellgas was able to re-route a truck today, February 12, for delivery
to Mr[redacted]'s property. As of the
writing of this response, fuel had been delivered to Mr[redacted] and our personnel
had delivered gallons of fuel and left his residence at 2:03pm PST. Mr[redacted] will not be charged for an emergency
delivery.
Thank you for bringing Mr[redacted]'s concerns to our attention
and hope this resolves the matter. We appreciate
his past patronage and look forward to continuing as his propane provider in
the future. Please call if you have
questions
Thank you,
[redacted]
Paralegal
cc: [redacted]– Customer Service Manager
[redacted] – Director of Operations

July 20, 2016   Mr. [redacted] Revdex.com of Greater KC   Subject:  Lindsay [redacted] – Complaint ID [redacted]   Dear Mr.  [redacted]:   I am writing in response to Ms. [redacted]’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 service. Ms. [redacted] has requested that her account be closed.  Ms. [redacted]’s complaint is regarding a billing issue whereby she was erroneously charged for LP gas usage after June 13, 2016.  We recognize this was an error and have adjusted Ms. [redacted]’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 $100 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. [redacted]’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

May 18, 2015
 
 
 
Mr. [redacted]
Revdex.com of Greater KC
 
Subject:  [redacted] – Complaint ID [redacted]
 
Dear Mr. [redacted]:
 
I am in receipt of Ms. [redacted]’s consumer complaint.  A review of her account reveals that she commenced...

service with us in May, 2013; she is on a metered system and has chosen “will call” delivery service with Net 30 terms. 
 
Ms. [redacted] disputed a balance on her account resulting from a missed meter read in February due to a dog in the yard at the property, and a failure to obtain a final meter read and to lock off the tank when a change of tenants occurred.  Ms. [redacted] is a landlord at this property and had called in on March 3, 2015 requesting that the meter be transferred into her name due to change of tenants but did not at that time request a final meter read or to have the tank locked off, so fuel continued to be consumed and consumption was calculated from the last meter read, which took place in January.   By not asking Ferrellgas to do a final read on the tenant’s meter and to lock off the system, fuel consumption continued.  On March 31, Ms. [redacted] phoned again to dispute the balance on her account.  She indicated at that time that the tenant should be responsible for the amount due as a result of the missed meter read and indicated she was unclear that until the meter has a final read and was locked off, fuel consumption (and subsequent charges) would continue.   We assured Ms. [redacted] that she would not be responsible for any past due balance on her tenant’s account but also explained that if we didn’t do a final meter read, she would be responsible for any usage from the last read. 
 
After our Customer Service Specialist spoke with Ms. [redacted], it was agreed that we would issue a credit to Ms. [redacted] in the amount of $100 due to the miscommunication between parties regarding a final read on the meter. 
 
Thank you for bringing Ms. [redacted] concerns to our attention.
 
Sincerely,
 
[redacted]
Paralegal
 
Cc:         [redacted], Director of Operations
              [redacted], Customer Service Manager

February 7, 2017
 
Mr. Nikolas Reese
Revdex.com of Greater KC
 
Subject:  Marvin S[redacted], Complaint No – [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 April, 2011; he owns two 500 gallon propane containers; chose “will call” delivery service and is a Pay in Advance customer.  
 
With regard to Mr. S[redacted]’s concerns regarding his propane delivery that occurred on February 6, 2017, our records show that our driver was at the property at approximately 9:53am local time and pumped the requested 200 gallons of propane into Mr.  S[redacted]’s propane tank. 
 
Mr. S[redacted] wrote that he was concerned about the gauge on his tank, which is understanda[redacted].  However, Ferrellgas does not rely on the gauge on the propane tank to measure the amount of propane that is delivered.  Those gauges operate on a lever-type system where a float moves up and down in concert with the liquid level of the tank.  They typically give the customer an estimate of the quantity of propane in the tank, but they are not precise measuring devices, can be easily misread, and sometimes the float can get stuck such that the quantity shown is inaccurate.  This is why Ferrellgas uses a separate metering device on its trucks which accurately measures the amount of propane flowing into the customers’ tank.
 
In this case, the driver noted on the account that the beginning percentage on the gauge was 20% and ending percentage was listed as 60%.  We also are providing a copy of the delivery ticket provided to the customer that shows the transaction.  As well, on the top left corner of the delivery ticket is the meter stamp that shows the starting and ending totalizer readings, which are the calibrated meter readings on the delivery truck.  These also show a delivery of exactly 200 gallons. 
 
We understand Mr. S[redacted]’s confusion, but do find that 200 gallons of propane was delivered as requested. 
 
Thank you for bringing Mr. S[redacted]’s concerns to our attention. 
 
Sincerely,
 
Cathy K[redacted]
Paralegal
 
cc:          Taina C[redacted]-d[redacted], Manager of Customer Service
               Kelly A[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 response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
  I am waiting for the company to admit its errors,  to acknowledge their failure to compensate me for the propane leak, for how many phone calls I had to make to get anything done, for their failure to send servicemen over at the times agreed upon, for lying about the "refund" I would get for the unused propane in my tank when I left, for taking a vital part of my dryer so that I could not convert it back to natural gas, and for harassing me about the final bill.  My last payment was returned to me by Ferrell Gas. Is this tacit acknowledgement of their terrible service and the way they overcharged and deceived me?  If so, I'm not aware of it.  Are they trying to get me to stop this complaint?  If so, I will need more than one measly returned payment.  I believe they are less afraid of handing out financial compensation than they are of admitting that their company has grown so huge and sprawling that they cannot serve their customers efficiently; and worse, that they tack on bogus "Hazmat Fee" charges to every bill, and tell customers that they will be credited for unused gas in their tanks when they leave (on the phone!), and yet put "All Sales Final" on the paper bill--as if we are supposed to deduce that we were lied to on the phone.   Come on, 'fess up.  I went through a lot of expense, anxiety, and frustration over an entire year because of these people and they have nothing at all to say?  Thank you,  
Regards,
[redacted]

February 24,
Mr[redacted]
Revdex.com of Greater KC
Subject: [redacted], Complaint #[redacted]
Dear Mr[redacted]:
I am writing in response to Ms[redacted]'s consumer
complaint. Our records show that Ms
[redacted] is a new customer; has
a customer owned gallon propane tank; is a
will call customer and has Pay in Advance payment terms.
At issue in Ms[redacted]'s complaint is the delay in
delivery of her propane. In reviewing our records, it is noted that
inclement weather and snowy road conditions caused many delivery delays during
the time period referenced. We
apologize for the delay that Ms[redacted] experienced; however, we must make
prudent judgment calls regarding the risks involved in sending our personnel
out on the roads when weather conditions are less than favorable.
While weather related issues certainly did play a part in
the delay Ms[redacted] experienced, after a
review of the customer's account and case notes, it was determined that
her delivery fell outside of our standard delivery timetable and we sincerely regret
any inconveniences this may have caused.
Because of the delay and in a gesture of good faith, we will
be crediting this customer's account for half of her total purchase price of
the propane delivered on February 24, 2016, or a total of $107.00.
Thank you for bringing Ms[redacted]'s concerns to our
attention. We appreciate her patronage
and look forward to serving her as her propane provider in the future. Please call if you have questions
Thank you,
[redacted]
Paralegal
cc: Kelly Able
– Director of Operations