Kosco

On February 13, 2018, I spoke with [redacted] regarding his complaintAlso, [redacted] called our office onFebruary 21, to request a service call for a water leak and schedule his annual tune up on the healingsystemThey are presently on Automatic Delivery and are on a Budget plan including their Service Contract,paying via direct debit from their checking account.They had signed up for a Budget plan in July to cover Fuel Oil with non-refundable Downside Protection andService Contract.We would like to have them submit a copy of the bill for repair to the burst pipe ($noted in complaint) andalso submit a copy of the delivery ticket from another supplier ($noted in complaint) for review by ouroffice.In the event they would like to cancel their account with us, we would pro-rate the Service Contract (usually nocredit is given if the contract is canceled) for creditWe would cancel the Budget and special price plan for fuelwithout penalty and refund the remaining credit balance, if any, at that time.We look forward to providing Fuel and Service to Lisa and [redacted] in the future, and hope to resolve theproblems they encountered as soon as possible.Thank you,Barry M [redacted] General Manager,N W Region

Revdex.com: The propane tank has been picked up (June **, 2014), and the company billed me $for pickup charge! Sincerely, [redacted]

The business has responded Please see below: [redacted] On July *, 2015, Angela called regarding her daughter taking over the houseThe account was noted with a log of the conversation “Angela will have her daughter set up own account—leave as is till new account is set up”No mention in the notes of a sale date, request of stop delivery, request of refund, or cancellation in writing of the service contract on the heating system—or a pending switch to natural gasOctober [redacted] phone records show two calls made to our office-one from the customer, and no log notes are on the accountThe other call was from the customer’s daughter, ***The notes on the account mention the customer and daughter had called previously, but we had made an oil delivery the prior day and they would be switching to natural gas at the end of that weekThe account was on Automatic delivery with a service contract at the time the delivery was madePer our terms and conditions, cancellation requests must be done in writingManager, Mike B [redacted] , had noted the account on November ***-he removed the service contract and credited the full amount of $that had billed on October ***, He also canceled future oil deliveriesHis log notes say he and [redacted] had decided to pump out the oil, however the pump out truck was out of service at that time and would need to be scheduled at a later dateMike attached an email from [redacted] explaining the problem to him and she mentioned the sale date as July ***No logs or phone records between July [redacted] and August [redacted] from either Angela or her daughterOn February ***, Angela called to speak to Mike regarding the delivery made after her daughter took the house over, and that she still had not received a refund [redacted] had canceled an appointment she had with Mike that morning regarding the pump out***’s complaint does not mention the actual “sale” date or the actual date they switched to natural gasWe will be happy to schedule the pump out of the tank and process the credit to the account for refund, or if they have used the oil, reprice the delivery at a reduced rate and process the refundBarry M [redacted] Paraco / Kosco General Manager, Hudson Valley Region

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
In reference to Kosco's reply to my complaint, I apologize for the delay in replying but I just found the email in my inbox
When Angela called Kosco the first time, she tried to close their account but the company's representative discouraged her from doing so by saying it would be easier for the new owners to get oil if she kept her account openThe second time Angela called was after she received the renewal contract in the mail and again told Kosco she did not want a contract this year because they sold the house to her daughterAngela asked the Kosco representative to assure her no oil would be delivered, only if the new owners, her daughter, called for a deliveryShe did tell them she knew we were converting to gas so we probably will not be calling them .The Kosco rep assured her they would not deliverThat was in the end of August
Since Angela never returned the signed contract for the new year, there was no contract in forceThe new owners, myself and my husband, never contracted with Kosco to deliver oil( I might also add, Kosco noted they refunded $in November.This was the contract fee which they charged my parents even though they never returned the contract!)
Kosco has been holding my parents money for almost a year nowThe offer to deduct the cost of the oil from that money is unacceptable because they were not the owners of the houseThey should not have to pay for oil delivered to a house they did not ownWe, as the new owners, never contracted with Kosco and never called them for the delivery so we should not be responsible for the delivery either
They made a mistake and should not be trying to make my parents pay for their mistakeThey were loyal customers of Kosco for years
I am asking they issue a check to *** and *** *** for the full credit that exists on their account
Regards,
*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The business has responded.  Please see below:
[redacted] [redacted] [redacted] On July *,...

2015, Angela called regarding her daughter taking over the house. The account was noted with a log of the conversation “Angela will have her daughter set up own account—leave as is till new account is set up”. No mention in the notes of a sale date, request of stop delivery, request of refund, or cancellation in writing of the service contract on the heating system—or a pending switch to natural gas. October [redacted] phone records show two calls made to our office-one from the customer, and no log notes are on the account. The other call was from the customer’s daughter, [redacted]. The notes on the account mention the customer and daughter had called previously, but we had made an oil delivery the prior day and they would be switching to natural gas at the end of that week. The account was on Automatic delivery with a service contract at the time the delivery was made. Per our terms and conditions, cancellation requests must be done in writing. Manager, Mike B[redacted], had noted the account on November [redacted]-he removed the service contract and credited the full amount of $247.32 that had billed on October [redacted], 2015. He also canceled future oil deliveries. His log notes say he and [redacted] had decided to pump out the oil, however the pump out truck was out of service at that time and would need to be scheduled at a later date. Mike attached an email from [redacted] explaining the problem to him and she mentioned the sale date as July [redacted]. No logs or phone records between July [redacted] and August [redacted] from either Angela or her daughter. On February [redacted], Angela called to speak to Mike regarding the delivery made after her daughter took the house over, and that she still had not received a refund. [redacted] had canceled an appointment she had with Mike that morning regarding the pump out. [redacted]’s complaint does not mention the actual “sale” date or the actual date they switched to natural gas. We will be happy to schedule the pump out of the tank and process the credit to the account for refund, or if they have used the oil, reprice the delivery at a reduced rate and process the refund. Barry M[redacted] Paraco / Kosco General Manager, Hudson Valley Region

Revdex.com:
The propane tank has been picked up (June **, 2014), and the company billed me $101.52 for pickup charge!
Sincerely,
[redacted]

On February 13, 2018, I spoke with [redacted] regarding his complaint. Also, [redacted] called our office onFebruary 21, 2018 to request a service call for a water leak and schedule his annual tune up on the healingsystem. They are presently on Automatic Delivery and are on a Budget plan including their...

Service Contract,paying via direct debit from their checking account.They had signed up for a Budget plan in July to cover Fuel Oil with non-refundable Downside Protection andService Contract.We would like to have them submit a copy of the bill for repair to the burst pipe ($500 noted in complaint) andalso submit a copy of the delivery ticket from another supplier ($300 noted in complaint) for review by ouroffice.In the event they would like to cancel their account with us, we would pro-rate the Service Contract (usually nocredit is given if the contract is canceled) for credit. We would cancel the Budget and special price plan for fuelwithout penalty and refund the remaining credit balance, if any, at that time.We look forward to providing Fuel and Service to Lisa and [redacted] in the future, and hope to resolve theproblems they encountered as soon as possible.Thank you,Barry M[redacted]General Manager,N W Region

Review: After requesting to have the company's propane tank removed from my property because I have changed suppliers.

Due to Kosco's changes in ownership over the past 22 years, their service has gone from bad to worse. It appears the company is not happy with me changing suppliers.

It has taken at least a week, if not longer to come and pick up the almost full propane tank from my property.

Requested the truck does not drive onto the driveway, since a previous Kosco truck cracked the asphalt, and a new driveway needed to be put in.

Since the new supplier did not need to drive on the driveway, I don't expect Kosco to have a need to do so.

Personnel at the company is no longer service oriented, and does not appear to care one way or another.

Personnel reported the removal of the tank would cost $100.Desired Settlement: I would like this tank removed from my property ASAP, my account credited for the almost 75% filled amount of propane in the tank.

A charge of $100 to remove the tank seems quite ridiculous as well !!!

Consumer

Response:

The propane tank has been picked up (June **, 2014), and the company billed me $101.52 for pickup charge!

Sincerely,