[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]
[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 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]
July 25, Mr [redacted] Revdex.com of Greater KC Subject: [redacted] D ***, Complaint # [redacted] Dear Mr***: Thank you for passing along Mr***’s most recent communicationWe regret that Mr [redacted] is dissatisfied; however, we have no new or additional information regarding this complaintPlease call if you have questionsThank you, Rebecca [redacted] Paralegal cc: Morgan [redacted] – [redacted] Joanne [redacted] – [redacted]
April 25, Mr [redacted] Revdex.com of Greater KC Subject: [redacted] ***, Complaint Dear Mr [redacted] : I am writing in response to Ms***’s consumer complaint regarding her Better Homes and Gardens grill purchased in June After speaking with the appropriate personnel, it has been determined that our position on Ms***’s complaint remains unchanged from her prior report of issues which we believe to have stemmed from grease fires It is our position that based on photos provided in a previous communication with our company as well as the photo provided from this complaint that the damage to the grill was as a result of grease fire(s) Grease fires can occur without proper maintenance and cleaning of the grill Please know that we strive to provide excellent service to our customers, and we sorry to learn that Ms [redacted] is displeased We appreciate her feedback as well as this opportunity to address her concerns Thank you for bringing this matter to our attentionPlease call if you have questions Thank you, [redacted] Paralegal cc: [redacted] – Data Integrity Senior Rep [redacted] – Customer Care Manager April 25, Mr [redacted] Revdex.com of Greater KC Subject: [redacted] ***, Complaint Dear Mr [redacted] : I am writing in response to Ms***’s consumer complaint regarding her Better Homes and Gardens grill purchased in June After speaking with the appropriate personnel, it has been determined that our position on Ms***’s complaint remains unchanged from her prior report of issues which we believe to have stemmed from grease fires It is our position that based on photos provided in a previous communication with our company as well as the photo provided from this complaint that the damage to the grill was as a result of grease fire(s) Grease fires can occur without proper maintenance and cleaning of the grill Please know that we strive to provide excellent service to our customers, and we sorry to learn that Ms [redacted] is displeased We appreciate her feedback as well as this opportunity to address her concerns Thank you for bringing this matter to our attentionPlease call if you have questionsThank you, [redacted] ***Paralegal cc: [redacted] – Data Integrity Senior Rep [redacted] – Customer Care Manager April 25, Mr [redacted] Revdex.com of Greater KC Subject: [redacted] ***, Complaint Dear Mr [redacted] : I am writing in response to Ms***’s consumer complaint regarding her Better Homes and Gardens grill purchased in June After speaking with the appropriate personnel, it has been determined that our position on Ms***’s complaint remains unchanged from her prior report of issues which we believe to have stemmed from grease fires It is our position that based on photos provided in a previous communication with our company as well as the photo provided from this complaint that the damage to the grill was as a result of grease fire(s) Grease fires can occur without proper maintenance and cleaning of the grill Please know that we strive to provide excellent service to our customers, and we sorry to learn that Ms [redacted] is displeased We appreciate her feedback as well as this opportunity to address her concerns Thank you for bringing this matter to our attentionPlease call if you have questionsThank you, [redacted] ***Paralegal cc: [redacted] – Data Integrity Senior Rep [redacted] – Customer Care Manager April 25, Mr [redacted] Revdex.com of Greater KC Subject: [redacted] ***, Complaint Dear Mr [redacted] : I am writing in response to Ms***’s consumer complaint regarding her Better Homes and Gardens grill purchased in June After speaking with the appropriate personnel, it has been determined that our position on Ms***’s complaint remains unchanged from her prior report of issues which we believe to have stemmed from grease fires It is our position that based on photos provided in a previous communication with our company as well as the photo provided from this complaint that the damage to the grill was as a result of grease fire(s) Grease fires can occur without proper maintenance and cleaning of the grill Please know that we strive to provide excellent service to our customers, and we sorry to learn that Ms [redacted] is displeased We appreciate her feedback as well as this opportunity to address her concerns Thank you for bringing this matter to our attentionPlease call if you have questionsThank you, [redacted] ***Paralegal cc: [redacted] – Data Integrity Senior Rep [redacted] – Customer Care Manager
[To assist us in bringing this matter to a close, you must give us a reason why you are reje**ing the responseIf no reason is received your complaint [redacted] be closed Administratively Resolved] Complaint: [redacted] I am reje**ing this response because:I am happy you responded as things have gotten worse , on top of the bill that doesn't match up the customer service and putting my families health in danger has worsen If this isn't handled I [redacted] take further measures until it is Ferrelgas was conta**ed on 2-15-to check for a gas leak, Clay, did come out and did smell the leak And stated he turned off the gas on 2-15-at 7PMWe continued to smell the gas and called back , he said he could no longer help us (he is a ferrelgas employee) that it wasn't his jobOk, well he was to shut off the "outside" gas and failedLong story short my husband ,I and young children had to stay in a hotel because of the leak no one wanted to fix or turn off properly by ferrelgas employee ClayThe next day plumbers came out and stated the leak was still there and would easily be the cause of the double plus bill amountWe NEVER used the fireplace or turned it onNothing has changed in our living usage , if anything, we've used less gas due to broken down appliances i.eStove and dishwasherPRESENT DAY:I tried to go through a [redacted] , to get things taken care ofOn 2-16-he stated he would have someone come out and look at the meter to see if it was working properly [redacted] Q, is the technician that works for ferrelgas who came outAt the same time my two plumbers from Plumbing Innovators were here fixing the gas leak by shutting down the gas to the fireplace [redacted] Q the ferrelgas employee when coming to the door asked "what needs to be done" ?We explained to him we had a leak and he needed to check to see if the meter was working properlyI quote him "there's no gas coming from the meter"? [redacted] never checked the meter to see if it was working, he also had no clue why he was therePlumbing innovators not only explained the gas leak that clearly has been going on for some time being to the cause of the bill but that and the meter that wasn't checked for "accuracy" , needs to be replacedPlumbing innovators state that it was way older than the houseWith the above f*ors , and the fa [redacted] that our average as been 100-225, a jump of dollars? No Regards, [redacted]
January 22, Mrs [redacted] Revdex.com of Greater KC Subject: [redacted] and [redacted] , Complaint Dear Mr [redacted] : The consumer complaint filed by Mrand 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 Mrand 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 serviceThey 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 The Budget Billing program is designed to spread the customer’s annual heating costs over a set period of or monthsThe [redacted] s became behind on their “Budget Billing” payment in the summer of On their October statement Mrand 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, 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 $by November 10, 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 $would be due That statement also had a notification alerting Mrand Mrs [redacted] that if the total amount of $was not paid by November 10, they could be removed from the “Keep Full” delivery service When payment due was not received by November 10, 2017, Mrand 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 orderMrs [redacted] contacted our Collections Department on 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 levelThe 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 Mrand 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, 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 timeShe 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, Our Customer Service Manager reached out to the [redacted] s on December 28, 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 $credit to Mrand Mrs [redacted] ’s customer accountWe 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 Mrand Mrs [redacted] ’s concerns to our attention We thank them for their past patronage and wish them well in the futurePlease call if you have any questions Sincerely, Rebecca [redacted] Paralegal cc: Nicole [redacted] , Customer Service Manager Greg [redacted] , General Manager I
March 9, Mr [redacted] Revdex.com of Greater KC Subject: William E [redacted] – Complaint ID - [redacted] Dear Mr***: I am writing in response to MrE***’s consumer complaint that was forwarded to the Legal Department for investigation and commentI have completed my investigation, and would like to offer the following response: A review of MrE***’s customer account reveals that he has been a customer since February 2007; he leased a gallon propane tank; was a “will call” customer and had Pay In Advance payment terms MrE***’s concerns relate to propane charges and tank pickup fees on his account MrE [redacted] was also upset that our local office let him when he phoned in for a gallon delivery that we would deliver gallons or more and that this had been the policy for two years This sounds like it was perhaps a miscommunication that MrE [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, MrE [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 MrE***’s property on February 7, and charged an $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 MrE***’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 MrE***’s concerns to our attention Please call if you have questions Sincerely, Cathy K [redacted] Paralegal cc: Howard D***, Director of Operations Ken U***, Customer Service 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: [redacted] I am rejecting this response because the company is taking no responsibility for their staff member who told me that they would credit me for the gas in the tankI have this phone conversation recordedI have paid the amount due, but this is not over Regards, Shelley W [redacted]
June 13, MrNikolas R [redacted] Revdex.com of Greater KC Subject: Shelley W [redacted] , Complaint No – [redacted] Dear MrR***: Thank you for passing along MsW [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***, Manager of Customer Service Andrew T***, 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] - [redacted] – Customer Service Manager / [redacted] Style Definitions */ t***.MsoNormalT***
December 19, Mr [redacted] Revdex.com of Greater KC Subject: [redacted] , Complaint # [redacted] Dear Mr [redacted] : The consumer complaint filed by Mr [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 [redacted] ’s consumer account reveals he commenced services with us in December 2016; owns his 500-gallon propane container; chose “keep full” delivery service and is on Net payments Mr [redacted] ’s concerns relate to his last propane fill from December 11, He is concerned that his tank was filled after he requested he be removed from “keep full” deliveryHe also wishes to have his last fill rebilled to his new provider’s first fill offer price A review of Mr [redacted] ’s account reveals that he called our Negaunee, Michigan Service Center on November 30, 2017, advising that he would be making a payment within the next week and asked if we would match a competitor’s pricing at a $first time fill promotion and a $lock in price Later that day, our Customer Service Specialist left a voice mail for Mr [redacted] informing him that we could lock in at $and requested Mr [redacted] call back and confirm if he would like to lock in at that priceOn December 8, 2017, Mr [redacted] called our Service Center stating that he made a payment online and gave his confirmation numberWe have no record of Mr [redacted] confirming his choice to lock in at $per gallon, informing our Service Center of his plan to switch providers or his request to be removed from “keep full” delivery Customers on “keep full” service receive propane deliveries systematically based on their usage and tank level and are not contacted in advance of delivery Mr [redacted] ’s tank was filled on December 11, based on an automatic service orderHe was charged for gallons at our going rate Mr [redacted] called our Service Center after his tank was filled, stating that he had previously informed Ferrellgas that he was switching providers and wanted to be taken off “keep full” service and was displeased that the tank had still been filledOur Customer Service Representative informed Mr [redacted] that we did not have record of his request and that she would remove him from “keep full” serviceShe agreed to rebill Mr [redacted] ’s fill from that day, December 11, 2017, to match the competitor’s lock in price he had referenced on November 30, 2017, at $per gallon We regret that Mr [redacted] is dissatisfied with the service he received In the spirit of good faith and as a gesture of customer satisfaction, we will rebill Mr [redacted] ’s last fill from December 11, to match his new provider’s first-time fill rate of $per gallon We hope this helps resolve Mr [redacted] ’s concerns Thank you for bringing Mr [redacted] ’s concerns to our attentionWe thank him for his past patronage and wish him well in the futurePlease call if you have any questionsSincerely, Rebecca [redacted] Paralegal cc: Lori [redacted] , Customer Service Manager Don [redacted] , General Manager II
[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: Regards, Marvin S***
September 14, 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 regarding his pound propane tank Mr [redacted] claims that his tank was missing an “O” ring and this caused the line hose to leak Mr [redacted] then contacted the Blue Rhino customer care team and asked for an empty tank with an “O” ring properly installed Blue Rhino then offered Mr [redacted] the option of exchanging his faulty tank for another Blue Rhino tank Mr [redacted] wasn’t happy with that solution and stated that he believed the used tanks were turned in because the “certification life had passed” When Blue Rhino picks up empty, exchanged tanks at a retail location that customers have exchanged for a full tank of propane, the empty tanks are taken to our Blue Rhino plants to be cleaned, inspected, leak-checked and re-certified if necessary Once tanks pass through all inspection points they are sent back out to retail locations Our tanks are re-certified twelve years after manufacture and then every years thereafterOur Blue Rhino team has offered to exchange an empty tank for another empty tank or to give Mr [redacted] a tank exchange coupon for a free full tank To redeem either of these offers, he may call the Blue Rhino customer care team and they will send him the coupon or arrange for an empty exchange We regret that Mr [redacted] has experienced an issue with his propane cylinder We appreciate his feedback as well as the opportunity to address his concernsPlease call if you have questionsThank you, Cathy K [redacted] Paralegal cc: Morgan C [redacted] – Data Integrity Senior Rep
[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 meRegards, [redacted]
April 9, Mr [redacted] Revdex.com of Greater KC Subject: *** [redacted] – Complaint ID [redacted] Dear Mr [redacted] : I am writing in response to Mr [redacted] ’s rebuttal The Budget Billing Program bills customers the same amount each billing period based upon the customer’s estimated annual fuel usage The Budget Bill monthly payment amount only reflects LP gas purchases and annual tank rental fees All other non-gas related items, such as the propane container Mr [redacted] purchased, are not part of the Budget Bill payment amount Mr [redacted] has carried a credit balance on his account since approximately The credit on his account satisfied the tank sale amount Currently, his account balance reflects a $credit, which agrees with his calculations, based upon the comments made on his rebuttal I have been informed that Mr [redacted] requested to be removed from our Budget Billing program effective today, April 9thTherefore, in the future, Mr [redacted] will be billed on net terms for his purchases I am hopeful this information clears up any confusion Mr [redacted] may have regarding his Ferrellgas account We appreciate his many years of patronage Thank you for bringing Mr [redacted] ’s concerns to our attention Sincerely, [redacted] Paralegal
September 18, Mr [redacted] Revdex.com of Greater KC Subject: [redacted] – Complaint ID - [redacted] Dear Mr***: Thank you for forwarding Mr***’s most recent communicationWe regret that Mr [redacted] is unhappy with our serviceHowever, we feel strongly that our personnel went above and beyond to assist Mr***We have no further information to give at this time Thank you for bringing Mr***’s concerns to our attention Sincerely, Rebecca [redacted] Paralegal cc: Michael S [redacted] , Director of Operation
[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]
[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 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]
July 25, Mr [redacted] Revdex.com of Greater KC Subject: [redacted] D ***, Complaint # [redacted] Dear Mr***: Thank you for passing along Mr***’s most recent communicationWe regret that Mr [redacted] is dissatisfied; however, we have no new or additional information regarding this complaintPlease call if you have questionsThank you, Rebecca [redacted] Paralegal cc: Morgan [redacted] – [redacted] Joanne [redacted] – [redacted]
April 25, Mr [redacted] Revdex.com of Greater KC Subject: [redacted] ***, Complaint Dear Mr [redacted] : I am writing in response to Ms***’s consumer complaint regarding her Better Homes and Gardens grill purchased in June After speaking with the appropriate personnel, it has been determined that our position on Ms***’s complaint remains unchanged from her prior report of issues which we believe to have stemmed from grease fires It is our position that based on photos provided in a previous communication with our company as well as the photo provided from this complaint that the damage to the grill was as a result of grease fire(s) Grease fires can occur without proper maintenance and cleaning of the grill Please know that we strive to provide excellent service to our customers, and we sorry to learn that Ms [redacted] is displeased We appreciate her feedback as well as this opportunity to address her concerns Thank you for bringing this matter to our attentionPlease call if you have questions Thank you, [redacted] Paralegal cc: [redacted] – Data Integrity Senior Rep [redacted] – Customer Care Manager April 25, Mr [redacted] Revdex.com of Greater KC Subject: [redacted] ***, Complaint Dear Mr [redacted] : I am writing in response to Ms***’s consumer complaint regarding her Better Homes and Gardens grill purchased in June After speaking with the appropriate personnel, it has been determined that our position on Ms***’s complaint remains unchanged from her prior report of issues which we believe to have stemmed from grease fires It is our position that based on photos provided in a previous communication with our company as well as the photo provided from this complaint that the damage to the grill was as a result of grease fire(s) Grease fires can occur without proper maintenance and cleaning of the grill Please know that we strive to provide excellent service to our customers, and we sorry to learn that Ms [redacted] is displeased We appreciate her feedback as well as this opportunity to address her concerns Thank you for bringing this matter to our attentionPlease call if you have questionsThank you, [redacted] ***Paralegal cc: [redacted] – Data Integrity Senior Rep [redacted] – Customer Care Manager April 25, Mr [redacted] Revdex.com of Greater KC Subject: [redacted] ***, Complaint Dear Mr [redacted] : I am writing in response to Ms***’s consumer complaint regarding her Better Homes and Gardens grill purchased in June After speaking with the appropriate personnel, it has been determined that our position on Ms***’s complaint remains unchanged from her prior report of issues which we believe to have stemmed from grease fires It is our position that based on photos provided in a previous communication with our company as well as the photo provided from this complaint that the damage to the grill was as a result of grease fire(s) Grease fires can occur without proper maintenance and cleaning of the grill Please know that we strive to provide excellent service to our customers, and we sorry to learn that Ms [redacted] is displeased We appreciate her feedback as well as this opportunity to address her concerns Thank you for bringing this matter to our attentionPlease call if you have questionsThank you, [redacted] ***Paralegal cc: [redacted] – Data Integrity Senior Rep [redacted] – Customer Care Manager April 25, Mr [redacted] Revdex.com of Greater KC Subject: [redacted] ***, Complaint Dear Mr [redacted] : I am writing in response to Ms***’s consumer complaint regarding her Better Homes and Gardens grill purchased in June After speaking with the appropriate personnel, it has been determined that our position on Ms***’s complaint remains unchanged from her prior report of issues which we believe to have stemmed from grease fires It is our position that based on photos provided in a previous communication with our company as well as the photo provided from this complaint that the damage to the grill was as a result of grease fire(s) Grease fires can occur without proper maintenance and cleaning of the grill Please know that we strive to provide excellent service to our customers, and we sorry to learn that Ms [redacted] is displeased We appreciate her feedback as well as this opportunity to address her concerns Thank you for bringing this matter to our attentionPlease call if you have questionsThank you, [redacted] ***Paralegal cc: [redacted] – Data Integrity Senior Rep [redacted] – Customer Care Manager
[To assist us in bringing this matter to a close, you must give us a reason why you are reje**ing the responseIf no reason is received your complaint [redacted] be closed Administratively Resolved] Complaint: [redacted] I am reje**ing this response because:I am happy you responded as things have gotten worse , on top of the bill that doesn't match up the customer service and putting my families health in danger has worsen If this isn't handled I [redacted] take further measures until it is Ferrelgas was conta**ed on 2-15-to check for a gas leak, Clay, did come out and did smell the leak And stated he turned off the gas on 2-15-at 7PMWe continued to smell the gas and called back , he said he could no longer help us (he is a ferrelgas employee) that it wasn't his jobOk, well he was to shut off the "outside" gas and failedLong story short my husband ,I and young children had to stay in a hotel because of the leak no one wanted to fix or turn off properly by ferrelgas employee ClayThe next day plumbers came out and stated the leak was still there and would easily be the cause of the double plus bill amountWe NEVER used the fireplace or turned it onNothing has changed in our living usage , if anything, we've used less gas due to broken down appliances i.eStove and dishwasherPRESENT DAY:I tried to go through a [redacted] , to get things taken care ofOn 2-16-he stated he would have someone come out and look at the meter to see if it was working properly [redacted] Q, is the technician that works for ferrelgas who came outAt the same time my two plumbers from Plumbing Innovators were here fixing the gas leak by shutting down the gas to the fireplace [redacted] Q the ferrelgas employee when coming to the door asked "what needs to be done" ?We explained to him we had a leak and he needed to check to see if the meter was working properlyI quote him "there's no gas coming from the meter"? [redacted] never checked the meter to see if it was working, he also had no clue why he was therePlumbing innovators not only explained the gas leak that clearly has been going on for some time being to the cause of the bill but that and the meter that wasn't checked for "accuracy" , needs to be replacedPlumbing innovators state that it was way older than the houseWith the above f
*ors , and the fa [redacted] that our average as been 100-225, a jump of dollars? No Regards, [redacted]
January 22, Mrs [redacted] Revdex.com of Greater KC Subject: [redacted] and [redacted] , Complaint Dear Mr [redacted] : The consumer complaint filed by Mrand 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 Mrand 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 serviceThey 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 The Budget Billing program is designed to spread the customer’s annual heating costs over a set period of or monthsThe [redacted] s became behind on their “Budget Billing” payment in the summer of On their October statement Mrand 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, 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 $by November 10, 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 $would be due That statement also had a notification alerting Mrand Mrs [redacted] that if the total amount of $was not paid by November 10, they could be removed from the “Keep Full” delivery service When payment due was not received by November 10, 2017, Mrand 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 orderMrs [redacted] contacted our Collections Department on 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 levelThe 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 Mrand 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, 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 timeShe 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, Our Customer Service Manager reached out to the [redacted] s on December 28, 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 $credit to Mrand Mrs [redacted] ’s customer accountWe 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 Mrand Mrs [redacted] ’s concerns to our attention We thank them for their past patronage and wish them well in the futurePlease call if you have any questions Sincerely, Rebecca [redacted] Paralegal cc: Nicole [redacted] , Customer Service Manager Greg [redacted] , General Manager I
March 9, Mr [redacted] Revdex.com of Greater KC Subject: William E [redacted] – Complaint ID - [redacted] Dear Mr***: I am writing in response to MrE***’s consumer complaint that was forwarded to the Legal Department for investigation and commentI have completed my investigation, and would like to offer the following response: A review of MrE***’s customer account reveals that he has been a customer since February 2007; he leased a gallon propane tank; was a “will call” customer and had Pay In Advance payment terms MrE***’s concerns relate to propane charges and tank pickup fees on his account MrE [redacted] was also upset that our local office let him when he phoned in for a gallon delivery that we would deliver gallons or more and that this had been the policy for two years This sounds like it was perhaps a miscommunication that MrE [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, MrE [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 MrE***’s property on February 7, and charged an $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 MrE***’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 MrE***’s concerns to our attention Please call if you have questions Sincerely, Cathy K [redacted] Paralegal cc: Howard D***, Director of Operations Ken U***, Customer Service 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: [redacted] I am rejecting this response because the company is taking no responsibility for their staff member who told me that they would credit me for the gas in the tankI have this phone conversation recordedI have paid the amount due, but this is not over Regards, Shelley W [redacted]
June 13, MrNikolas R [redacted] Revdex.com of Greater KC Subject: Shelley W [redacted] , Complaint No – [redacted] Dear MrR***: Thank you for passing along MsW [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***, Manager of Customer Service Andrew T***, 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] - [redacted] – Customer Service Manager / [redacted] Style Definitions */ t***.MsoNormalT***
December 19, Mr [redacted] Revdex.com of Greater KC Subject: [redacted] , Complaint # [redacted] Dear Mr [redacted] : The consumer complaint filed by Mr [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 [redacted] ’s consumer account reveals he commenced services with us in December 2016; owns his 500-gallon propane container; chose “keep full” delivery service and is on Net payments Mr [redacted] ’s concerns relate to his last propane fill from December 11, He is concerned that his tank was filled after he requested he be removed from “keep full” deliveryHe also wishes to have his last fill rebilled to his new provider’s first fill offer price A review of Mr [redacted] ’s account reveals that he called our Negaunee, Michigan Service Center on November 30, 2017, advising that he would be making a payment within the next week and asked if we would match a competitor’s pricing at a $first time fill promotion and a $lock in price Later that day, our Customer Service Specialist left a voice mail for Mr [redacted] informing him that we could lock in at $and requested Mr [redacted] call back and confirm if he would like to lock in at that priceOn December 8, 2017, Mr [redacted] called our Service Center stating that he made a payment online and gave his confirmation numberWe have no record of Mr [redacted] confirming his choice to lock in at $per gallon, informing our Service Center of his plan to switch providers or his request to be removed from “keep full” delivery Customers on “keep full” service receive propane deliveries systematically based on their usage and tank level and are not contacted in advance of delivery Mr [redacted] ’s tank was filled on December 11, based on an automatic service orderHe was charged for gallons at our going rate Mr [redacted] called our Service Center after his tank was filled, stating that he had previously informed Ferrellgas that he was switching providers and wanted to be taken off “keep full” service and was displeased that the tank had still been filledOur Customer Service Representative informed Mr [redacted] that we did not have record of his request and that she would remove him from “keep full” serviceShe agreed to rebill Mr [redacted] ’s fill from that day, December 11, 2017, to match the competitor’s lock in price he had referenced on November 30, 2017, at $per gallon We regret that Mr [redacted] is dissatisfied with the service he received In the spirit of good faith and as a gesture of customer satisfaction, we will rebill Mr [redacted] ’s last fill from December 11, to match his new provider’s first-time fill rate of $per gallon We hope this helps resolve Mr [redacted] ’s concerns Thank you for bringing Mr [redacted] ’s concerns to our attentionWe thank him for his past patronage and wish him well in the futurePlease call if you have any questionsSincerely, Rebecca [redacted] Paralegal cc: Lori [redacted] , Customer Service Manager Don [redacted] , General Manager II
[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: Regards, Marvin S***
September 14, 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 regarding his pound propane tank Mr [redacted] claims that his tank was missing an “O” ring and this caused the line hose to leak Mr [redacted] then contacted the Blue Rhino customer care team and asked for an empty tank with an “O” ring properly installed Blue Rhino then offered Mr [redacted] the option of exchanging his faulty tank for another Blue Rhino tank Mr [redacted] wasn’t happy with that solution and stated that he believed the used tanks were turned in because the “certification life had passed” When Blue Rhino picks up empty, exchanged tanks at a retail location that customers have exchanged for a full tank of propane, the empty tanks are taken to our Blue Rhino plants to be cleaned, inspected, leak-checked and re-certified if necessary Once tanks pass through all inspection points they are sent back out to retail locations Our tanks are re-certified twelve years after manufacture and then every years thereafterOur Blue Rhino team has offered to exchange an empty tank for another empty tank or to give Mr [redacted] a tank exchange coupon for a free full tank To redeem either of these offers, he may call the Blue Rhino customer care team and they will send him the coupon or arrange for an empty exchange We regret that Mr [redacted] has experienced an issue with his propane cylinder We appreciate his feedback as well as the opportunity to address his concernsPlease call if you have questionsThank you, Cathy K [redacted] Paralegal cc: Morgan C [redacted] – Data Integrity Senior Rep
[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 meRegards, [redacted]
April 9, Mr [redacted] Revdex.com of Greater KC Subject: *** [redacted] – Complaint ID [redacted] Dear Mr [redacted] : I am writing in response to Mr [redacted] ’s rebuttal The Budget Billing Program bills customers the same amount each billing period based upon the customer’s estimated annual fuel usage The Budget Bill monthly payment amount only reflects LP gas purchases and annual tank rental fees All other non-gas related items, such as the propane container Mr [redacted] purchased, are not part of the Budget Bill payment amount Mr [redacted] has carried a credit balance on his account since approximately The credit on his account satisfied the tank sale amount Currently, his account balance reflects a $credit, which agrees with his calculations, based upon the comments made on his rebuttal I have been informed that Mr [redacted] requested to be removed from our Budget Billing program effective today, April 9thTherefore, in the future, Mr [redacted] will be billed on net terms for his purchases I am hopeful this information clears up any confusion Mr [redacted] may have regarding his Ferrellgas account We appreciate his many years of patronage Thank you for bringing Mr [redacted] ’s concerns to our attention Sincerely, [redacted] Paralegal
September 18, Mr [redacted] Revdex.com of Greater KC Subject: [redacted] – Complaint ID - [redacted] Dear Mr***: Thank you for forwarding Mr***’s most recent communicationWe regret that Mr [redacted] is unhappy with our serviceHowever, we feel strongly that our personnel went above and beyond to assist Mr***We have no further information to give at this time Thank you for bringing Mr***’s concerns to our attention Sincerely, Rebecca [redacted] Paralegal cc: Michael S [redacted] , Director of Operation