Keystone Propane Service Inc

Two of your drivers attempted to remove your tank from my property at (Address omitted due to privacy concerns), Jermyn PA this morning. There obviously was a major clerical error on your company’s part due to the fact that the below message was from (Name omitted due to privacy concerns) whom lives at (Address omitted due to privacy concerns), Olyphant, PA. I, (Name omitted due to privacy concerns) who lives at (Address omitted due to privacy concerns), Jermyn, PA, never requested my tank to be removed.

My wife supplied your drivers with our correct contact information and asked to have your office call to discuss this miscommunication; however, I was just notified by , (Name omitted due to privacy concerns) who lives at(Address omitted due to privacy concerns),, Olyphant, PA that you called and left him a very rude and unprofessional voicemail expressing concern over Keystone wasting their time trying to pick up a tank at , (Address omitted due to privacy concerns), PA, that was never supposed to be picked up.

Please confirm via email, so it’s in writing, that my tank at (Address omitted due to privacy concerns), Jermyn PA will not be removed nor be subject to low usage fees as per my agreement with your owners due to these same miscommunications that obviously still plague your company.

Respectfully yours,
(Name deleted for privacy concerns)
++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++...⇄ /> During a phone call to your office on or about January 16, 2020, you were advised that we will not pay to have you store your 300-gallon propane tank on our property. We made this decision because of an invoice we received from you due to “low use billing”.

You were advised to have your tank removed from our premises as soon as possible and that you should have your employee call us to confirm that we would be home when he/she arrives at our home.

Your tank has been disconnected from our heating system and is of no use to us due to a change in our heating system.

It is imperative that you respond to our demand that this tank be removes at the earliest possible time as our dirt lane road becomes impassable due to spring time thawing.

You can contact us at 570-***-*** between the hours of 8:00 A.M. to 5:00 P.M. on Monday through Friday.

Respectfully yours,
(Name omitted due to privacy concerns)

I did indeed speak to *** ***. Let's set the background for this account, this account in the past has had habitual issues, everything from allowing tank to run out before they contacted us to slow payment. The charges levied against *** *** stemmed from that very thing, they had
let themselves run out of gas again on 4/13/2016. They were told that since they had run out of gas we would have to do a leak test and that they would be charged for that, which they agreed too. There was a leak and *** *** indicates that the issue was outside when in fact it was in the house. This is evidenced by our discussion with *** on 4/14/16, when he indicated he knew why it was leaking because he had removed a heater from the bedroom. Our tech went to the scene and capped that line, performed another leak test and relit the appliances. Now all things passed and we left the system in service, she doesn't mention that the fact that we performed a leak test and took the actions that we did, kept her and her family safe until system was fixed. For some reason she refused to pay for the leak test that the operator performed and which she had agreed to in original call. This aged out to over days and they were sent a letter informing them of the lock-off. On 7/15/we locked tank off. They did send in the payment, finally for the amount owed but did not contact us to come and unlock tank, until 9/26/@ approximately 4:in the afternoon, after all of our techs had left for the day. My CSR tried to get a time when someone would be home so we could come out and was told no one would be there until after 3:each day and after 7:on Tuesday's. She asked me what she should do, I informed her that we could schedule for 3:on Wednesday. At this point *** *** began to demand we come out immediately. Now it seems strange to me that every customer who gets into this type of circumstance, wants us to respond immediately when it took them over days to pay us for services rendered. I considered the correction of this, since she could not be available on Tuesday, on Wednesday to be very reasonable. She continued to make demands and I did tell her that it was apparent that our service was not meeting her expectations so I offered to terminate her service, and I did tell her that we would give her full credit for the gas in her tank when we picked it up and would not charge the pick up fee. So why she decided to write to you I do not know, since she is basically asking for what I had already told her I would do. I am very sorry that this came to you and apologize for your inconvenience in having to handle this, since I assumed that since I told her she would get full credit for the gas in her tank that the issue had been resolved. If she is seeking any additional reimbursements beyond the gas that will not happen as all other charges were warranted by their actions. Thank you.Bruce T***Operations Manager - Keystone Propane

Customer contacted us on Monday August 18th to question amount of gallons refunded. Customer was notified that we would issue an additonal refund and we processed that refund on August 19th. Check will be mailed to customer on Friday August 22nd

To Whom it May Concern,
I have attached the pump out ticket from *** ***'s gas removal. He was credited the entire amount less the $pick up charge, which is what we charge everyone. We consider this closed. As for our ethics, *** *** adresses a few issues. The first was price, I can't tell you why his account was set up so high to begin with, but what *** *** didn't tell you is that once this was brought to our attention, we immediately brought it in line with other pricing at the time. Secondly, he informed you that we only credited him for gallons, this is a total misrepresentation of the facts, *** *** was in fact originally credited for gallons of propane, as this was the total quantity of his original and only purpose from Keystone Propane. He did not provide us with any proof that he had in fact purchased the remaining gas from the previous owner of the property and those gallons according to our records should have been credited to the previous owner. However, when he contacted us concerning this, we did decide to credit him the remaining gallons and that check went out last week, we do not cut checks everyday as that would not be cost effective. We removed gallons from *** ***'s tank and he was, in the end, credited for the gallons. When we sent our last reply that was in our system to be printed. Thank You!!!

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
.....In the point response from keystone they mentioned that ...a low use letter sent in that is unproven and as far as I am concerned it never happened same for letter claimed to be sent in they even say all we can do is assume Mr *** got it ...well you know what they say about assume for me I'd rather notPoint said they'd waive fee to remove tank but in there resolution options still want to charge the $fee cause it will tie up men for an hour that is not my fault they changed the way they do business ( new operation stance ) their words not mine I offered to meet at the business at day of removal to retrieve the check so we can confirm amounts removed from tank since we clearly no longer trust each other and end our business relationship no fees collected but I have bills for minimum bill amounts admittedly it is minimal amount but it is still fees paid ( not for propane ) so that is (money made) on the tank why no fees for even though claimed that a letter was sent goodness of heart or because they know no such letter was sent I think it's the latter half thank you very muchNow they offer to sell me the tank for $plus dollars no thanks I'd rather not buy a plus year old uninspected tank that quite frankly I'm not really that sure about its safety tank stamped built in NO THANKS at this point my stance is this hold true to the offer of waived pickup fee since they changed their business stance not me I am no longer willing to do business with them in light of the new policy so pickup tank after notifying me before doing so and pay me on the day the business relationship is severed thanks in advance ***
Regards,
*** ***

**. [redacted] came into the office last week and had a discussion with the same sales representative and to the best of my knowledge, this issue has been resolved.  He paid the account in full and understood his pricing over winter.  Thank you

To Whom it May concern:
   [redacted]'s complaints are many and constant.  Thus there arrives a point when a business needs to cut ties with those they can not seem to satisfy regardless of what they do.  Therefore, on March 18th, long before THIS...

complaint came into your office we had forwarded a notice of termination of service to [redacted].  We consider this account closed and will not longer provide service to it.  We gave him sufficient time to find an alternate supplier and we are just awaiting his call, so we can schedule the pick up of the tank at his home.  Thank you for this opportunity to provide additional information on this matter.
 
Sincerely,
Keystone Propane.

To Whom it May Concern:
Mr. [redacted] has addressed his issue from the perspective
that we are not willing to work with him and yet, I explained everything to him
very thoroughly.  I would like to outline
the points covered:
In
December of 2011, Mr. [redacted] was sent a low use letter...

and he called us
concerning that letter and the fee was explained to him at that time.Again
in 2012, a letter was sent to every active customer outlining our fees and when
they would apply.  Mr. [redacted] was on
that list and our return list from the post office shows that his letter was
sent to: [redacted], Jessup, PA 
18434.  Since this letter did not
come back to us we can only assume that it was delivered to the proper
location.Typically
we charge a $75 pick-up fee, to be fair to Mr. [redacted] we told him we would
waive that fee, even though we would be tying up two men for an hour to pump
the tank out since it can not be moved in the position it is in now, and would
require this just so we could get it out of his way.He
then insisted that we provide him a check at the time of the pick-up.  I told him that we would only recover part of
the product there and that once we brought it back to the yard and finished
recovering the product we would not know how much to repay him accurately.  Then once we knew, we would cut his credit
check on that Friday and mail it to him which means he would have gotten it in
about 7 – 10 days.  Even if it were a
couple of weeks, which I explained this twice, most businesses cut checks on a
weekly or bi-weekly basis and it would go through the same process.Mr.
[redacted] also fails to explain that since 2012, he has not paid or been billed
the low use fee although he should have in each of those years.  In
essence, we did not bill him the $60 for 2012, 2013, or 2014, therefore we have
over $240 coming to us.  But again, he
doesn’t mention that.
I believe that over the years we have done our best to work
with Mr. [redacted] and have even waived some billings as we have done our best to
make sure people are accustomed to the new operating stance.  We are a business, and each asset in the
field has got to yield a return or we would quickly go out of business buying
more and more tanks that sit idle.  This
is ludicrous to even consider!!!  Here
are our offers to remedy this situation:
Mr.
[redacted] can pay the $60 per year to keep the tank at his location.  This is a convenience, most Natural Gas
companies charge $10 or more per month just to have a meter hanging on your
house whether you use the gas or not, we are charging $5 per month to have the
tank there.  This seems reasonable to me.He
can pay us the $75 pick-up fee, we will pump out the gas and credit him back
the remaining balance with a check cut at the end of the week, which will be
sent out at the end of that week.Or
he can pay $450 for the tank and it is his to do with as he pleases and once we
have that in our hands we will mail out a proof of ownership so he can use
whomever he pleases to fill the tank at his convenience.
 
Any one of these will be fine with us.  Thank you.

[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 not the first time that Keystone was unethical.  They willfully charged me double the going price for propane initially, then they willfully stated that they only withdrew 100 gallons from my tank.  This company is completely unethical, and is deceitful to the consumer.  They still to date, are not paying me for the full amount they withdrew from my tank.  I request that they provide me with the receipt of withdrawal of propane from my tank, similar to the one they provide when they make a delivery.  As a company, I am confident they meticulously account for each and every gallon of propane sold, or recovered.  
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,
[redacted]

Dear [redacted],
         [redacted] continues again here to complain concerning his dealings with Keystone Propane and the hingepin of his complaint is that we treat him unfairly.  In my last response, I simply outlined what had already been done in response to [redacted]'s constant perceived issues with Keystone Propane.  However, since he wishes to attempt to drag this out, I will provide you with our history on this account.
         I first spoke to [redacted] on January 30, 2012.  This discussion dealt with his account being placed on COD.  At that time, I informed [redacted] that I would remove him from COD with the understanding that, due to past payment history, should his account ever go beyond 30 days that it would be immediately returned to COD status.  His first delivery after this discussion was 1/31/2012 and that delivery was not payed in full until 3/6/2012, 32 days after delivery.  Not a good start.  The next delivery made on 3/12 aged only 28 days, I thought at this point that maybe the first delivery was just an oversight so we allowed him to proceed.  The next delivery was made on 8/14/12 and that delivery aged to 72 days.  Since that time, [redacted] has had deliveries age 55 days, 58 days, 89 days, and 85 days.  [redacted]'s account was placed on COD again in May of 2013 and once again we removed this with the promise that it would stay current.   Since that time, his aging has been as follows, 46 days, 35 days, 51 days and 38 days.  Additionally, this account has a balance today of $355.21 which has aged 36 days.  So much for his payment history.
        As for the [redacted] was given a new [redacted] to replace the defective one on July 17, 2013, I considered that issue resolved at that time.  I was made aware of this on June 6, 2013 and immediately informed his key witness, [redacted], to get with our indoor sales rep [redacted], to get a new one and get it delivered as soon as possible.  We have a note in the system indicating that this was delivered on the date noted above.
       Again, based on the information that you see above, I believe we have gone the extra mile for [redacted] in trying to rectify the situations as they have arisen.  He has been informed that we are not a Public Utility and that if his account is not kept current we do not have to delivery propane.  Our policy has been if an account is over 30 days that we withhold delivery until it is brought current.  There are occassions that this is overridden, but as you can see by his payment history, we have not only been lenient but on occassions well beyond reasonable.  Therefore, again, as a business we have the right to severe ties with any consumer who we feel is not operating within the guidelines of our payment requirements.
        At this point, again, we will no longer service this account, we have given him sufficient notice to seek out another supplier.  I am sure that somehow [redacted] will see this as evasive and not providing a real resolution, but our resolution was sent to him before his first complaint to the Revdex.com and I find his use of your organization as another ploy.  We work hard to service our customers and provide them with the best service possible.  As is the case with any business, you can't satisfy all the people all the time, and when those times arise, it is time to severe that relationship for the best of both parties involved.  Than you for taking the time to review this, we appreciate what the Revdex.com does and the fact that you provide an avenue for resolving issues.
Sincerely,
Keystone Propane

[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:
As usual there is no attempt to respond to the specifics. 
 Historically, some years ago, payments on my account did run late in the early stages of dealing with kidney disease.  I spoke at that time to [redacted] and addressed the situation and made them fully aware of my medical problems and my need to be dialyzed at home. 
The matter was resolved and our relationship was fine to the extent that in addition to propane supplies I purchased several high ticket items from the company including barbeque(s) and not one but two [redacted] vacs (A propane powered device to attract and eliminate mosquitoes).  One of which failed to work after three weeks.  It was returned to Keystone in April for repair and was sent from the local office to headquarters.  I explained to [redacted] in the Keystone [redacted] office the importance of having this returned asap for the same reason that I bought two, namely that renal patients have, of necessity to prevent organ rejection a compromised immune system and cannot afford to get bitten by infected mosquitoes. 
I pursued the matter diligently calling into the local office every couple of weeks and found [redacted] to be most willing but helpless as he would regularly in front of me call to find out progress only to be told that is was being dealt with.  Despite his and my constant efforts the unit was only returned at the end of OCtober. After any need for it was gone for the year.  When it was eventually tested it was discovered that in the intervening months NOTHING had been done to the unit. 
 I was advised to withhold payment to Keystone until the matter was dealt with.  I informed Keystone of this and once again nothing was done to remedy the situation.  When in the fullness of time a representative came to lock the tank for non payment he was advised of the situation, given the [redacted] vac to return to keystone together with a check for half the due amount to ensure them of my ability and willingness to pay as soon as the matter was resolved, a fact communicated to the accounts department.  Eventually, the unit was replaced with a new one and immediately the account was brought up to date and was operated in that way since.  
 Most recently after many years on dialysis I was lucky enough to receive a transplant.  During this time I was hospitalized and Keystone chose to stop automatic delivery and I returned home to find the tank empty without informing me of their decision not to automatically fill the tank.  The reason was that a partial payment was 8 days overdue, yes just eight, and in the ten days immediately preceding this decision they had received not one but two payments.  One for two hundred dollars and one from my hospital bed for one hundred and fifty dollars.  So in no way could the account be considered inactive
 I was obviously incensed by their obtuseness and provided Keystone with proof of my hospital stay and paid the balance immediately.  I asked that my complaint be communicated to someone for a response and as usual received nothing in reply.  I sent several emails and again received no reply. This precipitated the letter mentioned in their response and not as disingenuously implied by them as being before this complaint but rather in response to my desire to resolve the matter before referring it to the Revdex.com.
[redacted] the Keystone employee is more than happy to provide a sworn statement regarding the accuracy of this complaint.  I look forward to a resolution.   
Regards,
[redacted]

I purchased a natural gas fireplace from them 4 years ago, and it stopped working. They refuse to service it stating they only service their own customers. By their definition, a customer is someone who has propane delivered to their home, therefore they only service propane fireplaces. I will not buy from them again. It's a shame....I prefer to buy local.

Review: I have complained in detail both over the phone and by email and received no response from keystone. Complaints relate to billing practices and to history working with this company on resolution of a problem relating to [redacted]. This company failed to deliver gas causing loss of service to a patient 24 hours after release from hospital following a kidney transplant despite receiving two a/c clearing payments within the previous three weeks. Will post full details when I know they are beginning to respond. They have been provided with proof of medical condition and still do not care to respond to their customers.Desired Settlement: n/a

Business

Response:

To Whom it May concern:

[redacted]'s complaints are many and constant. Thus there arrives a point when a business needs to cut ties with those they can not seem to satisfy regardless of what they do. Therefore, on March 18th, long before THIS complaint came into your office we had forwarded a notice of termination of service to [redacted]. We consider this account closed and will not longer provide service to it. We gave him sufficient time to find an alternate supplier and we are just awaiting his call, so we can schedule the pick up of the tank at his home. Thank you for this opportunity to provide additional information on this matter.

Sincerely,

Keystone Propane.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

As usual there is no attempt to respond to the specifics. Historically, some years ago, payments on my account did run late in the early stages of dealing with kidney disease. I spoke at that time to [redacted] and addressed the situation and made them fully aware of my medical problems and my need to be dialyzed at home. The matter was resolved and our relationship was fine to the extent that in addition to propane supplies I purchased several high ticket items from the company including barbeque(s) and not one but two [redacted] vacs (A propane powered device to attract and eliminate mosquitoes). One of which failed to work after three weeks. It was returned to Keystone in April for repair and was sent from the local office to headquarters. I explained to [redacted] in the Keystone [redacted] office the importance of having this returned asap for the same reason that I bought two, namely that renal patients have, of necessity to prevent organ rejection a compromised immune system and cannot afford to get bitten by infected mosquitoes. I pursued the matter diligently calling into the local office every couple of weeks and found [redacted] to be most willing but helpless as he would regularly in front of me call to find out progress only to be told that is was being dealt with. Despite his and my constant efforts the unit was only returned at the end of OCtober. After any need for it was gone for the year. When it was eventually tested it was discovered that in the intervening months NOTHING had been done to the unit. I was advised to withhold payment to Keystone until the matter was dealt with. I informed Keystone of this and once again nothing was done to remedy the situation. When in the fullness of time a representative came to lock the tank for non payment he was advised of the situation, given the [redacted] vac to return to keystone together with a check for half the due amount to ensure them of my ability and willingness to pay as soon as the matter was resolved, a fact communicated to the accounts department. Eventually, the unit was replaced with a new one and immediately the account was brought up to date and was operated in that way since. Most recently after many years on dialysis I was lucky enough to receive a transplant. During this time I was hospitalized and Keystone chose to stop automatic delivery and I returned home to find the tank empty without informing me of their decision not to automatically fill the tank. The reason was that a partial payment was 8 days overdue, yes just eight, and in the ten days immediately preceding this decision they had received not one but two payments. One for two hundred dollars and one from my hospital bed for one hundred and fifty dollars. So in no way could the account be considered inactive I was obviously incensed by their obtuseness and provided Keystone with proof of my hospital stay and paid the balance immediately. I asked that my complaint be communicated to someone for a response and as usual received nothing in reply. I sent several emails and again received no reply. This precipitated the letter mentioned in their response and not as disingenuously implied by them as being before this complaint but rather in response to my desire to resolve the matter before referring it to the Revdex.com.[redacted] the Keystone employee is more than happy to provide a sworn statement regarding the accuracy of this complaint. I look forward to a resolution.

Regards,

Business

Response:

Dear [redacted],

[redacted] continues again here to complain concerning his dealings with Keystone Propane and the hingepin of his complaint is that we treat him unfairly. In my last response, I simply outlined what had already been done in response to [redacted]'s constant perceived issues with Keystone Propane. However, since he wishes to attempt to drag this out, I will provide you with our history on this account.

I first spoke to [redacted] on January 30, 2012. This discussion dealt with his account being placed on COD. At that time, I informed [redacted] that I would remove him from COD with the understanding that, due to past payment history, should his account ever go beyond 30 days that it would be immediately returned to COD status. His first delivery after this discussion was 1/31/2012 and that delivery was not payed in full until 3/6/2012, 32 days after delivery. Not a good start. The next delivery made on 3/12 aged only 28 days, I thought at this point that maybe the first delivery was just an oversight so we allowed him to proceed. The next delivery was made on 8/14/12 and that delivery aged to 72 days. Since that time, [redacted] has had deliveries age 55 days, 58 days, 89 days, and 85 days. [redacted]'s account was placed on COD again in May of 2013 and once again we removed this with the promise that it would stay current. Since that time, his aging has been as follows, 46 days, 35 days, 51 days and 38 days. Additionally, this account has a balance today of $355.21 which has aged 36 days. So much for his payment history.

As for the [redacted], [redacted] was given a new [redacted] to replace the defective one on July 17, 2013, I considered that issue resolved at that time. I was made aware of this on June 6, 2013 and immediately informed his key witness, [redacted], to get with our indoor sales rep [redacted], to get a new one and get it delivered as soon as possible. We have a note in the system indicating that this was delivered on the date noted above.

Again, based on the information that you see above, I believe we have gone the extra mile for [redacted] in trying to rectify the situations as they have arisen. He has been informed that we are not a Public Utility and that if his account is not kept current we do not have to delivery propane. Our policy has been if an account is over 30 days that we withhold delivery until it is brought current. There are occassions that this is overridden, but as you can see by his payment history, we have not only been lenient but on occassions well beyond reasonable. Therefore, again, as a business we have the right to severe ties with any consumer who we feel is not operating within the guidelines of our payment requirements.

At this point, again, we will no longer service this account, we have given him sufficient notice to seek out another supplier. I am sure that somehow [redacted] will see this as evasive and not providing a real resolution, but our resolution was sent to him before his first complaint to the Revdex.com and I find his use of your organization as another ploy. We work hard to service our customers and provide them with the best service possible. As is the case with any business, you can't satisfy all the people all the time, and when those times arise, it is time to severe that relationship for the best of both parties involved. Than you for taking the time to review this, we appreciate what the Revdex.com does and the fact that you provide an avenue for resolving issues.

Sincerely,

Keystone Propane

Review: 1)Keystone Propane after a year and a half of service all of a sudden began charging $6/per delivery without contacting the customer. The first year and a half I had to keep calling for heat, single widow two young children, they came 2 times a year. Once the new service charge was in place they came to "TOP OFF" about 6 times per years $6 * 6= $36 extra.

2) I called to get a credit I had overpaid by $100. I placed that call on Oct 15 2013. I just called today Nov 4th 2013 and they still have not sent me my overpayment. When I asked Matt to speak to a manager he said "No manager around until Thursday, Nov 7th", thats 3 more days. I asked to speak to 2nd in charge, he said No one around until Thursday. I asked to speak to third in charge as I want my $100/credit back. They immediately threw me on hold after his disrespectful tone to a customer of almost 4 years.

3) MAJOR COMPLAINT

I want to cancel my service with keystone propane. They told me I would have to pay $75 or tank pick up. They NEVER EVER mentioned this fee upon sign up...they never mentioned a $6/service fee per delivery upon sign up. I can imagine how many ppl just dont have the time to call and complain. Their treatment of women is horrible. How can they not allow me to talk to a manager of any kind until 4 more days.Desired Settlement: I paid their service fees for the past few years and now they expect $75 for pick up of tank when they never mentioned that or the extra service fees. I would like to get my overpayment check sent to me. I requested it Oct 15, 21013 and not received it yet. I want to cancel my service and NOT PAY $75 for tank pick up. I would also like the $6/per delivery charge back as they never told any customers about it...the charge just started showing up.

Business

Response:

To Whom it May Concern:

I will address **. [redacted]'s comments as she has them outlined:

I purchased a natural gas fireplace from them 4 years ago, and it stopped working. They refuse to service it stating they only service their own customers. By their definition, a customer is someone who has propane delivered to their home, therefore they only service propane fireplaces. I will not buy from them again. It's a shame....I prefer to buy local.

Review: Purchased home in March 2014. Keystone was supplier of propane. Called to have it switched over from previous owner to my name. Was instructed I needed to fill out credit application. The following day propane was delivered without my approval, at a price of double of all other local providers. Called and complained, price was adjusted. Later in month called and asked for service to move my tank from 1 location to another. Was told all new piping would need to be installed and gave me $400.00 + proposal. I called again in June and informed that I would be switching propane companies. I was told all unused gas would be vacuumed out and credited at my last price paid minus $75.00 fee. Quantity of propane was ~65% in a 500 gallon tank which equates to about 325 gallons. No slip was provided from the reclaim, as it is when its purchased. Check was sent to me for only approximately 110 gallons. Keystone Propane is the most unethical business I have ever dealt with.Desired Settlement: I want my full refund of all the propane 65% of a 500 gallon tank = 325 gallons minus the $75.00 vacuum fee.

Business

Response:

Customer contacted us on Monday August 18th to question amount of gallons refunded. Customer was notified that we would issue an additonal refund and we processed that refund on August 19th. Check will be mailed to customer on Friday August 22nd.

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

This is not the first time that Keystone was unethical. They willfully charged me double the going price for propane initially, then they willfully stated that they only withdrew 100 gallons from my tank. This company is completely unethical, and is deceitful to the consumer. They still to date, are not paying me for the full amount they withdrew from my tank. I request that they provide me with the receipt of withdrawal of propane from my tank, similar to the one they provide when they make a delivery. As a company, I am confident they meticulously account for each and every gallon of propane sold, or recovered.

Regards,

Business

Response:

To Whom it May Concern,

I have attached the pump out ticket from [redacted]'s gas removal. He was credited the entire amount less the $75 pick up charge, which is what we charge everyone. We consider this closed. As for our ethics, [redacted] adresses a few issues. The first was price, I can't tell you why his account was set up so high to begin with, but what [redacted] didn't tell you is that once this was brought to our attention, we immediately brought it in line with other pricing at the time. Secondly, he informed you that we only credited him for 110 gallons, this is a total misrepresentation of the facts, [redacted] was in fact originally credited for 175 gallons of propane, as this was the total quantity of his original and only purpose from Keystone Propane. He did not provide us with any proof that he had in fact purchased the remaining gas from the previous owner of the property and those gallons according to our records should have been credited to the previous owner. However, when he contacted us concerning this, we did decide to credit him the remaining gallons and that check went out last week, we do not cut checks everyday as that would not be cost effective. We removed 300 gallons from [redacted]'s tank and he was, in the end, credited for the 300 gallons. When we sent our last reply that was in our system to be printed. Thank You!!!

Consumer

Response:

[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.]

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,

Review: I decided to shop for another supplier of propane after winter of 2012 because some friends of mine told me I could get a better price than what I was currently paying. A work colleague told me about Keystone Propane so I decide to call and get a price. I was impressed with the price I was given over the phone so I decided to switch from [redacted] to Keystone.

Keystone Propane told me they would send out a Sales Rep to inspect my site. [redacted] came to my home October 30, 2013. I asked him about the price to put Keystone tank in and he told me $100.00. He quoted me a price of $1.769/gallon which was significantly better than what the office quoted me which was $1.929/gallon for over 1000 gallons and $2.049/gallon for under 1000 gallons. I told **. [redacted] I was thinking of “locking” in the price with a pre-buy. **. [redacted] then informed me that pre-buying wasn’t necessary. He told me to save my money and that the price for propane wouldn’t go past $2.00/gallon so it wasn’t necessary to pre-buy. So on that day I decided to switch to Keystone Propane and NOT pre-buy solely based on advice and information **. [redacted] gave me.

On November 13, 2013 my 500 gallon tank was installed to replace the existing Modern tank. I paid $147.69 via check (check # [redacted]) for installation of tank and 20 gallons of propane at the $1.769/ gallon **. [redacted] had quoted me. Later on that same day November 13th, the tanker truck came and completely filled the just installed tank at same price of $1.769/gallon.

Well ever since that day my price for propane has increased on EVERY fill up. The second fill up was on December 11th , 2013. Invoice # 58633 and price was $1.999/gallon but under the $2.000 gallon price that **. [redacted] had originally quoted me so I was certainly fine with that.

The next fill up was on January 15, 2014 invoice # 10755 and price increased again to $2.099/gallon. I called the office to explain the price I was given by **. [redacted] and was told **. [redacted] would get it resolved but nothing changed.

And my last fill up was on February 28, 2014 invoice # 11289 and price INCREASED again to $2.869/gallon.

I have NOT had any fill ups since that date and I have been sent numerous invoices for this fill-up each time with finance charges added. I have called five times to your office and explained each time I am NOT paying $2.869/gallon for propane when YOUR sales rep **. [redacted] told me the price wouldn’t go past $2.00/gallon. The last time I called in April 2014 I was transferred directly to **. Sears. Again I explained the situation and he told me the invoice was NOT correct and he would get a new one sent. Well on April 30th a new one was sent with ABSOLUTELY NOTHING changed but another finance charge added. The price was the same $2.869/gallon. I have called and called and called **. [redacted] both on his cell phone and his office phone each time leaving messages telling him I need this resolved. Each time he never returns my calls so NOW I am convinced he doesn’t want to fix this and never intends to. My last call was Friday May 16th at 12:30 PM and I left a message for **. [redacted] on his voice mail. I have been extremely patient with this but my patience is over.

I work in sales as well and I quote prices to customers on a DAILY basis BUT the difference is, I ALWAYS UPHOLD and keep my word on prices that I quote.

Here is my opinion of what has occurred. This is a classic “bait and switch” sales tactic. Keystone gave me a great price when I called knowing full well I was NOT an existing Keystone Propane customer. They got my interest and then when their Sales Rep came he gave me an EVEN better price of $1.769/gallon that essentially “sealed” the deal. And then EACH fill up after the initial one, the price has increased. The ironic thing is that when I told [redacted] that I was going to be switching to Keystone Propane they told me that this is what Keystone was doing (and was known for this) but I didn’t believe them.Desired Settlement: I would like for Keystone Propane to honor what their Sales Rep told me when he came to my home for site inspection. I was fully planning on pre-buying propane for winter of 2013-2104 until **. [redacted] told me that pre-buying was not necessary BECAUSE the price for propane would NOT go past $2.00/gal. This is what their Sales Rep TOLD ME so I fully expect them to honor their price. And I also expect Keystone to respond to the letter I wrote them dated May 18th, 2014.

This is a classic "bait and switch" technique that Keystone is known for according to numerous friends and neighbors I have spoken with and I would like the Revdex.com to report this.

I also plan on filing a report with PA State Attorney General.

Business

Response:

**. [redacted] came into the office last week and had a discussion with the same sales representative and to the best of my knowledge, this issue has been resolved. He paid the account in full and understood his pricing over winter. Thank you