Lakes Gas Company

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12104716, and find that this resolution is satisfactory to meI could not open the attachment but they did send me something by mail Thank you for all you do

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 meNot entirely true, because I had requested a larger tank yrs ago! They refused and kept billing me more per fillI just got tired of fighting them in January I informed them that I was switching companies and received all my back credit dueThank you!

We are very sorry if this has occurred We are currently doing an investigation with our personnel at that location.Cherie [redacted] Administrative AssistantLakes Gas Co

Initial Business Response /* (1000, 5, 2015/07/17) */
In response to Mr***'s complaint against us: I agree that our customer service was poor with him and have met with the employees involved in hopes that we will do a better job in the futureI spoke with Mr*** on the phone and arranged
to have his gas deliveredHe received his propane on July 7, I apologize for our mistakes in this matter and do value Mr***'s business
Sincerely,
David ***
District Manager

I spoke with *** *** this morningI told her that we have a note on her account from January 30, to resize the tank in the springWe have never refused as far as I know to resize the tank from a to a and we have been giving her the better rate until spring when we would be able to
do the resizeI also told her the Driver is unable to see the notes on the account to know to give her the step rate verses the volume rate for a gallon Will Call customer and that once the ticket comes back to the office the CSR’s automatically gave her the discountI do think part of the problem is that I’m not sure if she was getting the corrected copy of the ticket showing the discount, thus her frustrationOnce I explained what she was being charged and what balance was owed, she seemed fine with itWe apologize for any misunderstanding or confusion Jason *** Branch Manager Lakes Gas Co#*** *** **
*** *** *** Stone Lake, WI Ph: ###-###-#### Cell: ###-###-#### J***[email protected]

Initial Business Response /* (1000, 5, 2015/06/12) */
We are in the process of straightening out the accounts from a company that we acquired this past yearWe showed a balance due on Ms***'s accountShe is a renter for *** *** who originally had the bill on his account and called
a few weeks back and said the renter, ( *** *** ), is responsible for the billWe moved the balance to the rental account and then *** called and said it wasn't hersWe sent each a letter and said that the balance had to be worked out between the two of them as the deliveries were before our time, all we knew is that gas was delivered to that addressWhen we looked further into it some of these deliveries unpaid go back years before the current renters time, so when she contacted us on Tuesday, ***, ( Manager ), agreed this was not her billThe balance has been removed from her account and she will no longer be getting any statements from us
*** (***) ***
District Manager
Lakes Gas Co
Initial Consumer Rebuttal /* (3000, 7, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was contacted by *** last Tuesday and he did tell me that the bill would be retractedHe also said that I would receive a statement showing a zero balance within a few daysThat was a week ago and I have not received a statement showing a zero balanceI also never received a letter as stated above saying that my landlord and I would need to work out the situationThis company is not following through specifically when they state something will be provided in writing
Final Business Response /* (4000, 9, 2015/06/17) */
The account has a zero balance and the CSR mailed out a financial screen last week to ***She re-printed it again and sent it out in today's mailThis should resolve this matter
*** (***) ***
District Manager
Lakes Gas Co

Initial Business Response /* (1000, 5, 2016/02/25) */
Mistakes were made on our part with this accountWe are dealing with the internal problems and putting measures in place to ensure this lack of customer service ceasesLakes Gas Codoes not condone nor tolerate this kind of treatment of our
customersI have personally spoken to this customer and let her know that we are going to refund the extra fees charged as well as honor the discount for paying within days that she deserves
Initial Consumer Rebuttal /* (2000, 7, 2016/02/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a call from Lakes Gas VP from MN yesterdayIt was a very pleasant exchange during which he advised Lakes will be refunding the $I am completely pleased with the outcome
Final Consumer Response /* (2000, 13, 2016/03/22) */
Check arrived today - thank you so much for all your help!

The *** account was set up for automatic delivery, per the customer's requestThe last delivery on the account was computer generated and delivered on July She did not call in to change her delivery status until August at 12:pm, eleven days after the deliveryThe contract she
is talking about is a totally separate issue and does not effect your delivery type (automatic/will call)Lakes gas did not know and was not notified by the home owner when they were going to switch over to natural gasHad she notified us not to make any more deliveries, Lakes Gas would have stopped all deliveries Michael ***District ManagerLakes Gas Company

See Attached

We are very sorry if this has occurred.  We are currently doing an investigation with our personnel at that location.Cherie [redacted]Administrative AssistantLakes Gas Co.

this company is charging more to people with smaller tanks than to people with large tanks I had a 250 gal tank and was paying about 70 cents more than a neighbor because he had a large tank for gas
I think it is very wrong left for another company that charges fair price to all customers

JAMES OR MARY [redacted]
[redacted]
[redacted] Account #: 82171 Dear JAMES OR MARY JO,  I am writing in response to the complaint made through the Revdex.com in regards to the tank rental fee received.   Enclosed you will find a...

copy of our company’s Rent Schedule along with a copy of the Equipment Lease that was signed when the tank was set on October 9th, 2013.  Please refer to paragraph 1 of the Equipment Lease Agreement, which states the terms of our tank rent policy.   Thank you for your understanding on this issue.  Your business is important to us so please feel free to contact our office with any questions or concerns regarding your account.     Sincerely,   Mark [redacted]Branch ManagerClear Lake – [redacted] St. Michael – [redacted] Royalton – [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. Not entirely true, because I had requested a larger tank 3 yrs ago! They refused and kept billing me more per fill. I just got tired of fighting them in January 2018. I informed them that I was switching companies and received all my back credit due. Thank you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12104716, and find that this resolution is satisfactory to me. I could not open the attachment but they did send me something by mail.  Thank you for all you do.

Initial Business Response /* (1000, 5, 2015/12/18) */
[redacted]'s accounts were cleaned up on 12/11/2015. She had 2 accounts, [redacted] and [redacted]. Account [redacted] is her current home, and owes $301.88. Account [redacted] is the old address and has been inactivated with a zero balance. I pulled the tickets...

for her current account going back to when the account was at a zero balance on 2/3/15. There are 3 deliveries that went to her current address on[redacted] on 2/4/15, 3/3/15, and 10/21/15, see copies of tickets attached. [redacted] was making $50 payments on the balance, see attached History Running Balance. There was 1 payment incorrectly posted to her old account #[redacted] on 10/12/15 but was moved to her current account on 10/14/15. Also, the only other error was a delivery that was delivered to her old account address on 10/15/15 for 257.1 gallons that should have went to the new owners of [redacted]s old property. As soon as we were notified of the error we contacted the new owners and they paid for that delivery on 10/30/15 check #[redacted] and that account was then at a zero balance. On 12/11/15 [redacted] received a call from [redacted] and tried to explain the balance to her but she hung up on us. [redacted] was aware of the balance back on 10/12 when she called to order a delivery but was told we were unable due to a back balance, see attached Call Log. The old account has been inactivated so no more deliveries would go to that tank under [redacted]'s name.
Please let me know if you need more. Thank you.
Jason [redacted]
Branch Manager