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, 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 days that it would be immediately returned to COD status His first delivery after this discussion was 1/31/and that delivery was not payed in full until 3/6/2012, days after delivery Not a good start The next delivery made on 3/aged only 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/and that delivery aged to days Since that time, [redacted] has had deliveries age days, days, days, and days [redacted] 's account was placed on COD again in May of and once again we removed this with the promise that it would stay current Since that time, his aging has been as follows, days, days, days and days Additionally, this account has a balance today of $which has aged 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, 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 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 responseIf 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 OCtoberAfter 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 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 replyThis 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 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
[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: [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 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] **
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 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 $pifee, 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 – 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 $for 2012, 2013, or 2014, therefore we have over $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 $per year to keep the tank at his location This is a convenience, most Natural Gas companies charge $or more per month just to have a meter hanging on your house whether you use the gas or not, we are charging $per month to have the tank there This seems reasonable to me.He can pay us the $pifee, 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 $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 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
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, 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 days that it would be immediately returned to COD status His first delivery after this discussion was 1/31/and that delivery was not payed in full until 3/6/2012, days after delivery Not a good start The next delivery made on 3/aged only 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/and that delivery aged to days Since that time, [redacted] has had deliveries age days, days, days, and days [redacted] 's account was placed on COD again in May of and once again we removed this with the promise that it would stay current Since that time, his aging has been as follows, days, days, days and days Additionally, this account has a balance today of $which has aged 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, 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 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 responseIf 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 OCtoberAfter 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 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 replyThis 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 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
[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: [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 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] **
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 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 $pifee, 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 – 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 $for 2012, 2013, or 2014, therefore we have over $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 $per year to keep the tank at his location This is a convenience, most Natural Gas companies charge $or more per month just to have a meter hanging on your house whether you use the gas or not, we are charging $per month to have the tank there This seems reasonable to me.He can pay us the $pifee, 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 $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 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