Kerschner's Gas Service, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I find it hard to believe that a meter registered with the state could be off by 10% and that would be acceptable. My understanding of LP tank fills is that the company generally will only fill a tank to 80% due to gas expanding. If the 500 gallon tank actually was filled with 450 gallons, that would be 90% full, not a normal fill. The tank never registered above 80% and has dropped below 80% with usage, so the gauge is not stuck. I do not believe we ever received 450 gallons of LP.
Regards,
[redacted]

We greatly apologize for our error with this billing.  You have been a customer with us since 2002 and our file was incorrectly reflecting that your cylinders were owned by Kerschners.  We have updated your file and have credited the amount of the lease fee to your account.

Real Estate sales are usually handled by the Real Estate Agent and we do not get involved except to transfer equipment to the new owners.  Most real estate transactions are dealt with during the Closing between the 2 parties.  Again, whether there is an LP tank or a Meter,...

the agent reads the % or final reading and if needed, we will calculate the balance due.  If we have to send a Service Technician out to read the meter or the tank for the parties involved, there is a normal Service call charge that is assessed.  I cannot tell you if the charge was discussed - normally it is brought up as we like to save the seller/buyer the fee.  You have to remember, we are not a public utility but a privately owned business.  In the interest of customer satisfaction, we will cut the invoice in half to a total of $44.84 with no finance charges.  This amount will be on the next statement sent out at the end of November.  Please feel free to call back with any questions.
Gloria [redacted], Controller

Again, we respond to the complaint.  The gauge on the LP tank is not an accurate unit of measurement.  If the gauge is hung up or stuck at any position, it is read at that position.  It is not necessarily accurate.  LP gas is not sold based on the reading on the gauge.   Based on weather conditions, if it is very cold, you are able to put more gas as metered into the tank than what the gauge will read as the gas itself does contract.  On the opposite end of the scale, if it is very hot outside, you can put less gas as metered thru the truck and have a larger reading on the gauge as it will expand.  The gauge is not an accurate unit of measure as far as buying or selling LP gas and is simply a reference point as long as it is working properly.

Review: The company claims they filled a 500 gallon capacity LP tank to 80% and charged us for 450 gallons, which would be a 90% fill. We were charged for 50 gallons of LP we never received. I called the company to explain and they said they couldn't do anything. When I paid my bill, I paid for 400 gallons (80% fill plus the taxes on the extra 50 gallons we didn't receive). With my bill, I also included the information regarding the over change, as their billing statement says, "Please explain any differences between the total amount due and the amount of your remittance." I have been billed a second time for the extra 50 gallons we never received, along with interest.Desired Settlement: I would like the company to remove the billing for the 50 gallons of LP we never received, along with the taxes I paid on the 50 gallons we never received.

Business

Response:

ON 12/10/2014, Kerschners Gas Service set a LP tank with 100 gal of LP Gas in it. On 12/12/2014, 2 days later, we delivered an additional 347.9 gallons into the tank. Both Deliveries of LP gas were through a meter. Our LP meters are registered with the State of Wisconsin and are checked annually by the State of Wisconsin as well as a private Vendor. We stand by the validity of the gallons delivered into the tank. The gauge on a LP tank is similar to that of your vehicle. It is only relatively accurate and we do not sell gas by the % reading on a gauge. Gauges hang up and stick more during extreme weather conditions and are subject to fluctuations as the gas expands and contracts. The outside temperature will cause the reading on the gauge of the tank to go up and down as the gas expands and contracts based on the outside temperature. Again, our gas is not sold based on a gauge's reading. LP Gas is sold thru a state approved meter that is adjusted to a 60 degree gallon. This is an industry standard. If you have any further questions, please feel free to call. There will be no adjustment as the LP gas was delivered. The balance on the account is still owing.

Consumer

Response:

Review: I called Kerschners to discuss LP services 11/27/13. I explained to the lady on the phone that I don't have experience with LP, but the home I just purchased uses LP for heat. I was told by the lady on the phone that the cost of LP is $1.749 per gallon. I stated I would like the tanked filled. She asked if I would like to be on auto fill. I asked what that was? She stated they would monitor the tank for me so I wouldn't have to worry about it. I stated yes. They came and filled the tank on 12/2/13 and charged me $1.749 per gallon.

Then on 1/22/14 I come home to a bill on my door. Except the bill stated $2.999 a gallon for the LP they put in the tank. I called Kerschners and stated there was an error with my bill as the price I was quoted was $1.749 per gallon. The lady stated, the cost has gone up. I asked why I wasn't notified prior to the tank being filled. She stated they don't do that. I said when I called and spoke with you back in November I explained that I had no experience with LP, how would I know the price you quoted me for autofill would change. She stated my lack of knowledge of how LP distribution works is not there problem. I explained that not once during our phone conversation was I ever told that the price would fluate, I was only told that the price was $1.749 per gallon.Desired Settlement: I should only have to pay $1.749 per gallon for the fill that was done on 1/22/14 as I was not given all the pricing facts at the time of setting up service with Kerschners. I was never informed that the price would fluate, I was only told that the price was $1.749 per gallon.

Business

Response:

As with all customers who are new to Kerschners Gas Service, Inc, when their account is set up, we reveiw the current base price per gallon, the terms of our Lease Agreement, payment terms and our different fill programs. Any questions that the customer may have are answered. Customers who are new to LP gas generally have more questions that are always answered. When it comes to quoting the price per gallon, it is always as of that day.

We do not offer lock-in prices in November and we do not advertise the program. It is available if customers request it but this is only done in the month of August. It is a program that does not always work out in the customer's favor and therefore, we do not promote the program.

No, we do not notify our entire customer base when prices have to be adjusted either up or down. There are NO guarantees that the price won't change up or down at any time just as you will find true at the local gas station or grocery store.

We at Kerschner's strive to maintain level, consistent prices for our customers in a very volatile energy market.

[redacted]'s first fill was at the $1.749 / gallon. There is no adjustment that we can offer.

Consumer

Response: