Kimlin Propane

The business has responded.  Please see below:We have been waiting for [redacted] to return the tank lease agreement to our office since may. We try and understand customers other obligations and that the lease agreements can be late. For this reason reason we allowed [redacted] to fill his tank without first having the agreements returned to us. It had been 3 months since we first sent it, and we had called/emailed [redacted] over 10 times with no response. We decided the best course of action would be to lock the tank off. The lease agreements outlines important safety information, an outline of how we do business, what the customer should expect from us and what we expect from the customer. I'm sure [redacted] would understand fully why we were forced to lock his tank off if he had read and returned the lease of the tank. Because of [redacted] lack of response to our company and also never formally opening an agreement with out company to supply propane, I don't think there is any necessary re-reimbursement. Thank you for your time, Max K[redacted]

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 and the matter has been resolved.Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

To say their response does not resolve my complaint would be an understatement. To make matters worse after my last reply Kimlin actually sent me an invoice stating I owe them $40 for disconnecting the tank! Coincidentally around the same amount I estimate they owe me for the unused propane. For the record I would have signed the agreement from the outset had the Kimlin representative told me it was required but all they asked me for was my credit card number on the first phone call and then after the fact began incessantly emailing me the agreement with no prior notice (to this day they are still emailing it to me). I found them to be very unprofessional and was not comfortable signing. As I've said in my previous entries I never had any intention of continuing any type of business relationship so I'm not sure why they would continue calling and emailing. I have already begun service with another company. All I wanted was my money back but they obviously have little to no interest in resolving my complaint as well as no respect for what the Revdex.com represents as Max K[redacted] plainly wrote in his reply that yes, they took the propane I paid for and now refuse to reimburse me, not surprising given my experience with them. The only thing I ever requested from them was the propane which I paid for in full, the fact that they are trying to charge me for disconnecting the propane after seeing the complaint just shows that instead of making an attempt to resolve the situation they are trying to exacerbate things even further.  As I said before completely unprofessional. At this point I just want to be done with Kimlin so if they will put something in writing stating that the account I opened with them is closed with zero balance then I will confirm that my Revdex.com complaint is resolved.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

No I did not sign a service contract

The business has responded.  Please see below:On 5/**/2015 an account was opened for [redacted] for propane service. [redacted] provided his email to have the tank lease agreement sent to him for signature and provided a credit card for payment of his first delivery. The tank lease...

agreement was sent via docusign to the email provided.On 6/*/2015 the tank lease agreement was sent a second time to [redacted] since Kimlin had not received the signed agreement back.On 7/**/2015 A called was place to [redacted] and a message was left that Kimlin had not received the signed agreement and if we do not receive the signed agreement he will experience a disruption in service.On 7/**/2015 a work order was created to remove the regulator since we did not receive the agreement . The regulator was removed on 8/**/2015 since Kimlin did not receive the signed agreement . [redacted] claim that we shut off his service without notice is completely false and his claim that we did this on a Friday is also false. We shut the service off on Monday so he had all week to have it reestablished without inconvenience. All he had to do was sign the tank lease and he failed to comply after 2 months of communication.

The business has responded.  Please see below:It seems there are multiple people handling the affairs of [redacted]. There are at least three people calling in asking us to do different things. For example, last year there was a delivery of 150 gallons was delivered. Someone handing their...

account sent a check in that did not clear. This is the only record of a bounced check. The notes from 3/*/14 are "Spoke to [redacted] - sister of [redacted] who has [redacted]s - the check they send in for $400 plus might come back....they had a mix up on their end with the account and would like us to redeposit it on 3/** when the SS check comes in. Discussed with [redacted] and will wait to see if check comes back. " Followed by on 3/*/14 "Check no.[redacted] $461.42 did come back....going to reprocess on 3/**....charging account $60 fee. [redacted] is aware of this" on 4/**/14 "[redacted]'s son called in, said he received a message re: the account. Told him that there is a balance due and gave him the amount - said he will have his wife send in a check. Checked with [redacted] - checks OK." and then on 5/**/14 "[redacted] called again to say they will not be paying $60 bounced check fee. Said he is going to have his wife call in - he is claiming that someone told him fee would be waived. Fee is owed to us for bad check, his wife already agreed to pay it." Within one exchange we have three different people, None of which seem to be in contact with each other and now [redacted] We have also never charge this account a special trip fee of any kind. We suggest that the family designates one person to handle communication and organization of payments and deliveries.

Review: We have been customers of Kimlin Propane for 17 years and have always paid our bill. To my recollection, we have never asked them to come to our home for any reason on an after hour/emergency basis. We are on automatic delivery and received a delivery on 12/*/13 in the amount of $520.43. I would occasionally smell propane outside and called their office on 12/**/13. The woman I spoke with said she would send someone out that afternoon. I advised her that I didn't feel it was an emergency, and couldn't guarantee that anyone would be home. She said by law they had to check their equipment, and if the problem was with their tanks, no one needed to be there. They arrived as my husband was leaving for work. Together they looked at the tanks. The service man told him there was no leak, the tanks were at 50%, he did not smell anything, and did not need to enter the house, then left. On 12/**/13, I called and spoke with [redacted] Kimlin in reference to arranging payments on the $520.43 bill. We agreed to $150.00 down, then $50.00 per WEEK. I was notified at that time there was a service call fee on 12/**, in the amount of $86.50. I advised him that I was never quoted for that fee. He advised me that there was no way the girls in his office could have made the mistake of not quoting me. Being that I cannot afford heat, gas in my car and groceries to feed my children, there was no way I would have authorized the service call had I been aware of the fee. I asked him to waive it, and he declined. After 17 years of uneventful service, I was floored that he would not do this. I feel I should not be responsible for them to have to check on their equipment. I am continuing to make the payments we agreed on, and pay the driver in full when we receive additional propane deliveries.Desired Settlement: I would like them to waive the fee of $86.50 from my account.

Business

Response:

To Whom it may concern,

In Response to complaint ID# [redacted], customer [redacted] called our office for a smell of propane, in suspicion from a leak, from our equipment at her location. We advised customer that if she is reporting a propane leak, it is important to inspect equipment as it could be a potential danger. Our office staff advised customer that that it is standard policy that if a we send out a technician to inspect and perform system check, the standard service charge will be $80 per hour plus tax. Upon inspection, if technician finds a leak due to Kimlin installed equipment, Kimlin propane will waive service charge. In all other instances, standard service charge will apply. Customer said that they didn't feel it was an emergency but agreed to have a technician come out to inspect equipment.

Technician was sent and met with [redacted] (husband). Technician performed a full system check which included a pressure and leak test at customer location; no leaks were found at time of inspection and tank (at the time) was at 50%. No smell of propane was present as well.

The following notes were taken on 12/** when Customer called into office:

12/**/2013 3:48 [redacted]; USER: **

Customer called back looking to get a payment plan for the December delivery. When I let her know the balance due, she told me that she didn't know that there was a charge for the service call too. She said that she was told that when she is on will call, that there is no charge. I let her know that I'm not sure who told her that, but that is incorrect. There is always a charge to send a tech out. She said that she wanted to stop deliveries then because she had no idea about the charge and was very upset about it. Spoke to [redacted] to see if we can save her as now she is just looking to make pmts on the balance due and she is planning on switching companies; [redacted] took the call.

"Will Call" applies to delivery schedule, Not a service appointment. In light of the confusion, Kimlin will discount service appointment on 12/** by 25%. Office staff has cleared up any confusion with customer when concerning any service appointments vs. delivery appointments. If there is any questions concerning customer account, please contact the Kimlin Propane office at [redacted] - Friday 8 am to 4:** pm.

Thanks,

Kimlin Propane

Review: I'm a full time caregiver of an elderly women with [redacted]'s disease. Kimlin propane has caused nothing but issues for my family. Starting with a delivery that was first ordered for a certain amount of propane. A signed check with the amout to be delievered in the memo: they continued to fill the tank up and ended up overdrawing her account. And on February [redacted] a delivery of propane was delivered(we were out of propane for 3 days due to their 5 day delivery policy and we also paid $150 emergency fee) even though we called on Monday. Today, we are at 15%. They supposedly said we were at 60% which can not be true!! We keep our thermostats at 60 and we do not abuse the propane we get. We are very careful because of the fact we take care of an elderly women. A friend of mine knows kimlin and said they rip people off. I think this is unfair of them and I am feeling like they are taking advantage of an elderly women. They also said we must use a lot of propane which is not true!!Desired Settlement: They need to stop money seeking and value the fact that there is an elderly women here with a disability. Stop accusing us of using a lot because we are not. We should get some courtesy due to our circumstances.

Business

Response:

The business has responded. Please see below:It seems there are multiple people handling the affairs of [redacted]. There are at least three people calling in asking us to do different things. For example, last year there was a delivery of 150 gallons was delivered. Someone handing their account sent a check in that did not clear. This is the only record of a bounced check. The notes from 3/*/14 are "Spoke to [redacted] - sister of [redacted] who has [redacted]s - the check they send in for $400 plus might come back....they had a mix up on their end with the account and would like us to redeposit it on 3/** when the SS check comes in. Discussed with [redacted] and will wait to see if check comes back. " Followed by on 3/*/14 "Check no.[redacted] $461.42 did come back....going to reprocess on 3/**....charging account $60 fee. [redacted] is aware of this" on 4/**/14 "[redacted]'s son called in, said he received a message re: the account. Told him that there is a balance due and gave him the amount - said he will have his wife send in a check. Checked with [redacted] - checks OK." and then on 5/**/14 "[redacted] called again to say they will not be paying $60 bounced check fee. Said he is going to have his wife call in - he is claiming that someone told him fee would be waived. Fee is owed to us for bad check, his wife already agreed to pay it." Within one exchange we have three different people, None of which seem to be in contact with each other and now [redacted] We have also never charge this account a special trip fee of any kind. We suggest that the family designates one person to handle communication and organization of payments and deliveries.

Review: I had cancelled service with kimlin propane is I'd switch to another distributor they told me they'd be by to pick up the old tank "when they were in the neighborhood." two weeks later we noticed a distinct smell of propane coming from their tank, it was the Memorial Day weekend. We called them at the emergency number to report it. The representative asked if we could wait until Monday. I told them if they were comfortable with that, I would trust them, but that they know propane better.

At around 9 p.m. That night a representative came by and was clearly disturbed. He removed the tank. No mention was made of any charges.

I received a bill for $81 as a service fee. When I called to ask about it I was told that it is a standard fee and since we called on a holiday weekend it would not be waived.when I mention that this was a public safety issue because the tank was leaking, they said they'd get back to me, but never did. I called again and complained they said they get back to me but never did. When I called again they told me that all it was noted in the account that the owner refused to waive the fee.

I believe this is unreasonable as I should have been informed of the fee beforehand and be it was a public safety matters since the tank was clearly leaking.Desired Settlement: A wander of the $81 fee.

Business

Response:

The customer reported a propane leak on a tank located at his property. We dispatched a technician after hours. He found no leaks, and removed the tank. We have already removed the after hours charge of $120.00 and do not feel that it is fair to remove the removal fee as well.

Review: I initiated service with Kimlin a few months back after I paid for a full tank of propane, they began emailing me an electronic "contract" with ne previous mention of one being required. Now they have disconnected my propane tank with no warning. I would have called them directly first but they must have done it on Friday just prior to the weekend when they are closed. I can only this assume this in an effort to force me to sign their contract. I now have no hot water or cooking stove for the weekend. I find this very unprofessional not to mention unethical. I have two young children and would have at least appreciated a warning first.Desired Settlement: I already intend to switch service due to the unsavory experience but at the very least I would expect a full refund on the remaining propane and I think given that they purposely have left me without hot water or stove for the weekend, some type of adjustment for that as well.

Business

Response:

The business has responded. Please see below:On 5/**/2015 an account was opened for [redacted] for propane service. [redacted] provided his email to have the tank lease agreement sent to him for signature and provided a credit card for payment of his first delivery. The tank lease agreement was sent via docusign to the email provided.On 6/*/2015 the tank lease agreement was sent a second time to [redacted] since Kimlin had not received the signed agreement back.On 7/**/2015 A called was place to [redacted] and a message was left that Kimlin had not received the signed agreement and if we do not receive the signed agreement he will experience a disruption in service.On 7/**/2015 a work order was created to remove the regulator since we did not receive the agreement . The regulator was removed on 8/**/2015 since Kimlin did not receive the signed agreement . [redacted] claim that we shut off his service without notice is completely false and his claim that we did this on a Friday is also false. We shut the service off on Monday so he had all week to have it reestablished without inconvenience. All he had to do was sign the tank lease and he failed to comply after 2 months of communication.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I received no warning that service was going to be shut off, as I said before they emailed me the agreement after I PAID IN FULL for the propane so obviously they could have emailed me a warning. I use my hot water everyday so I am 100 percent certain that it was shut off on a Friday prior to the weekend. If they truly wanted to resolve my complaint they would have simply reimbursed me for the propane as I initially requested. They had no right to disconnect my propane I PAID IN FULL and did not sign anything giving them the right to disconnect my propane as they see fit. Absolutely ridiculous you disconnect someone who owes an outstanding balance not someone who pays up front. I was warned by others not to deal with them but their tank was already at the address so I assumed it would be easier to just go with them. I have no interest in continuing service with them and to be clear the only thing that will resolve my complaint is for them to come get their tank and reimburse me for the remaining propane as well as some type of adjustment for the hassle it caused me. Totally unprofessional and unethical.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The business has responded. Please see below:We have been waiting for [redacted] to return the tank lease agreement to our office since may. We try and understand customers other obligations and that the lease agreements can be late. For this reason reason we allowed [redacted] to fill his tank without first having the agreements returned to us. It had been 3 months since we first sent it, and we had called/emailed [redacted] over 10 times with no response. We decided the best course of action would be to lock the tank off. The lease agreements outlines important safety information, an outline of how we do business, what the customer should expect from us and what we expect from the customer. I'm sure [redacted] would understand fully why we were forced to lock his tank off if he had read and returned the lease of the tank. Because of [redacted] lack of response to our company and also never formally opening an agreement with out company to supply propane, I don't think there is any necessary re-reimbursement. Thank you for your time, Max K[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

To say their response does not resolve my complaint would be an understatement. To make matters worse after my last reply Kimlin actually sent me an invoice stating I owe them $40 for disconnecting the tank! Coincidentally around the same amount I estimate they owe me for the unused propane. For the record I would have signed the agreement from the outset had the Kimlin representative told me it was required but all they asked me for was my credit card number on the first phone call and then after the fact began incessantly emailing me the agreement with no prior notice (to this day they are still emailing it to me). I found them to be very unprofessional and was not comfortable signing. As I've said in my previous entries I never had any intention of continuing any type of business relationship so I'm not sure why they would continue calling and emailing. I have already begun service with another company. All I wanted was my money back but they obviously have little to no interest in resolving my complaint as well as no respect for what the Revdex.com represents as Max K[redacted] plainly wrote in his reply that yes, they took the propane I paid for and now refuse to reimburse me, not surprising given my experience with them. The only thing I ever requested from them was the propane which I paid for in full, the fact that they are trying to charge me for disconnecting the propane after seeing the complaint just shows that instead of making an attempt to resolve the situation they are trying to exacerbate things even further. As I said before completely unprofessional. At this point I just want to be done with Kimlin so if they will put something in writing stating that the account I opened with them is closed with zero balance then I will confirm that my Revdex.com complaint is resolved.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I currently do not have heat due to failure of delivery of propane in a timely manor. I contacted Kimlin 6 days ago when my propane tank was at 30%. Yesterday I called to question when a delivery would be made and was promised it would arrive. Today, I called Kimlin again as no delivery had been made and tank is now empty. Today, 7 hours later, a delivery still has not been made. I am on a "auto refill" contract which promises that the tank will never go empty. This is not the first time I have lost heat due to their delivery practices. I have never had a late payment and I always pay in full.Desired Settlement: I want an immediate delivery and consideration of a refund to compensate for not having heat, again. I also want assurance that this won't happen ever again.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Sincerely,

If I was able to give a negative rating I would. When I first contacted Kimlin three years ago they seemed like a decent company, they however proved not to be. The following year they accidently filled my tank instead of my neighbors, I get a call from the office manager who had one hell of an attitude demanding payment immediately for their mistake. I advised I hadnt asked nor expected a delivery and I would pay them when I got paid in three days. I come home from work the next day to find I had no propane at all. They gave my tank to my neighbor and gave me his empty one and didnt even put the amount of propane I had had left in it. I call them and Im told almost a two week window for delivery, mind you this was completely their screw up, and I get an attitude. I said fine than come get your tank in two weeks, their response will have a driver there in 45 min? You can have someone pick up a tank that you emptied but you cant deliver? They come and deliver after I leave a message for the owner which was never returned. I call again for the following year to have a delivery and I am advised of a thursday time one week away, possibly sooner. Was promised I would get a call if they were coming another day as I always pay cash and need to be there. Well no call and they show up on wed. I advise the girl Im not there and I would come to the office when I came home. She advised I could pay but they wont deliver and aren't concerned with losing a customer despite their repeated mistakes. I said fine and told them to come get the tank via email. They come a week later get the tank as I had gone with [redacted], which has customer service and doesnt have arrogant snots answering the phone. I get a bill in the mail a week later to pay for a tank pick up fee, Im not kidding. I call and the girl says well its in contract so pay it. I said funny I thought when I signed contract I was getting customer service, no response. So basically because I had been courteous and told them to come get tank they try to bill me, not surprising I left a message for owner which wasn't returned. truly a horrible company, when I had asked people on [redacted] for another company it was amazing how many said stay away from Kimlin because of their complete and utter lack of integrity.

• • •

Review: There was never a contract or agreement about tank a removal fee and customer service advised me the information can be viewed on their website.Desired Settlement: Refund me for the gas in my tank with no outrageous tank removal fee

Business

Response:

The business has responded. Please see below:

Kimlin Propane charges $100.00 to remove propane tanks from customers that no longer require our services. This is a standard fee that is charged by most propane companies in the industry. We charge this fee to pay for the labor to remove the tanks and the equipment required to remove full tanks from customers properties. The customer has not yet requested her tank picked up yet but has been informed of the price to remove. Because there has been no charge to the account for a removal we do no believe there is any refund necessary.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved becausei do n

I do don't agree with their response. We specifically asked if there was an agreement or contract with any terms and we were told no. We would never have agreed to this if we had been advised. We feel it is a trap to have to stay with their company. I have called to many other providers and they have a $1.00 restocking few per gallon remaining in the tank which we feel is fair. To tell a consumer to reference their website is unacceptable, What if the consumer did not have internet access?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

One of the reasons our customers stay with Kimlin Propane is that we actively search out to make sure that our prices are competitive with out competitors. We elected to not charge for many things our competitors charge for and in some cases decided to make our fees clear and easy to understand for our customers. We have been actively informing our customers for the last year with printed messages on each ticket they receive letting them know of changes to the terms of service. Our terms of service and all fees have been posted on our web site for about 5 years. We also offer to mail terms of service if customers do not have internet available to them.

We are sorry that you feel our removal fees are not competitive and we will review this concern and make changes if we see them necessary.