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Kemgas Reviews (2)

Initial Business Response / [redacted] (1000, 9, 2015/08/14) */ I would like to start by apologizing for your negative experience with our companyThat being said, I would like to give a brief explanation of the reasoning behind our actions When we set a tank for our customers we do our best to set a tank of an appropriate size for the loadOur technicians are well-trained, from years of setting tanks, but it is not always possible to accurately gauge how much propane a customer will use Because of this, we often must change out tanks for a more appropriate size based on the customer's actual useSometimes we must set a tank of a larger size, sometimes we must downsize a tank and other times, when no fuel is being delivered at all, we must remove our tanks to place them elsewhere Tanks are expensive, you seeAs a small, family-owned and operated business, we cannot afford to leave unused steel on the ground In regards to the technician who picked up the tank, it had come to our attention that this particular tank had not seen a delivery in yearsThat is a very long time for an expensive piece of equipment to sit unusedOur technician stopped by to speak with the homeowner (and to see if the home was even still occupied) and was greeted by the current tenant who said that they no longer used to propane and they didn't mind one bit if we picked up the tank Like any other utility, the responsibility, unless otherwise stated in advance, by the landlord, falls on the tenant's shoulders If our tank is not being used and the current tenant says they will not be using it any time soon, then we have every right - both morally and legally - to retrieve our equipment As far as your experience with our customer service, I do apologize that you felt it was less than professionalI know our service manager is always very polite while dealing with our customers; however, I am aware it is difficult to find courtesy in someone's behavior while you're being told that something you disagree with is going to happen with or without your consent As a utility company, there are policies in place that must be adhered toUnfortunately, it's not always what the customer would like to hear Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/08/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Tenant told me she told the tech that they must speak to meI understand the legal stance you are taking, that minus any other information the tenant speaks for the landlordThis does not reflect good service As a professional in the field of communications, I understand your assumption that my only reason for dissatisfaction with the service managers responseHowever I still feel that he came far short of good service The company still has not addressed a credit for the unused portion of the prepaid rent,nor any remaining gas in the tank at time of removal

Initial Business Response /* (1000, 9, 2015/08/14) */
I would like to start by apologizing for your negative experience with our company. That being said, I would like to give a brief explanation of the reasoning behind our actions.
When we set a tank for our customers we do our best to set a...

tank of an appropriate size for the load. Our technicians are well-trained, from years of setting tanks, but it is not always possible to accurately gauge how much propane a customer will use.
Because of this, we often must change out tanks for a more appropriate size based on the customer's actual use. Sometimes we must set a tank of a larger size, sometimes we must downsize a tank and other times, when no fuel is being delivered at all, we must remove our tanks to place them elsewhere.
Tanks are expensive, you see. As a small, family-owned and operated business, we cannot afford to leave unused steel on the ground.
In regards to the technician who picked up the tank, it had come to our attention that this particular tank had not seen a delivery in 3 years. That is a very long time for an expensive piece of equipment to sit unused. Our technician stopped by to speak with the homeowner (and to see if the home was even still occupied) and was greeted by the current tenant who said that they no longer used to propane and they didn't mind one bit if we picked up the tank.
Like any other utility, the responsibility, unless otherwise stated in advance, by the landlord, falls on the tenant's shoulders.
If our tank is not being used and the current tenant says they will not be using it any time soon, then we have every right - both morally and legally - to retrieve our equipment.
As far as your experience with our customer service, I do apologize that you felt it was less than professional. I know our service manager is always very polite while dealing with our customers; however, I am aware it is difficult to find courtesy in someone's behavior while you're being told that something you disagree with is going to happen with or without your consent.
As a utility company, there are policies in place that must be adhered to. Unfortunately, it's not always what the customer would like to hear.
Initial Consumer Rebuttal /* (3000, 11, 2015/08/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Tenant told me she told the tech that they must speak to me. I understand the legal stance you are taking, that minus any other information the tenant speaks for the landlord. This does not reflect good service.
As a professional in the field of communications, I understand your assumption that my only reason for dissatisfaction with the service managers response. However I still feel that he came far short of good service.
The company still has not addressed a credit for the unused portion of the prepaid rent,nor any remaining gas in the tank at time of removal.

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Address: PO Box 580, Fort Bragg, California, United States, 95437-0580

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