Lenox Propane, Inc.

To Whom It May Concern:
*** is a "Strict COD" account. Any fuel delivered must be paid for at the time of delivery. Unfortunately, when we were in her area doing our scheduled routes, *** had no money for propane and we were unable to deliver
**
*** does not need a larger tank, *** needs to pay to have the tanks completely filled. If she is running low, it is because she does not pay to have the tanks completely filled and hence can't make the scheduled delivery route
*** called here and left a message wanting us to deliver propane even though she did not have the money to pay for the propane. She does not have credit with our company and the only reason we were able to deliver prior to this incidence is because the propane was paid for by another party
*** had already left two irate messages with our company and a few irate phone calls. The last irate message being last night with her yelling saying that she was calling her attorney and contacting you, the Revdex.com, and that she didn't want to use our company anymore and was going with another provider
Even after this nasty message we still reached out to her this morning and contacted her via telephone knowing it might be difficult to get a new provider on short notice and offered to stop at her residence on Monday, "Off Route", and deliver whatever amount she had money to pay for. She said she couldn't get anyone immediately and that she had $and would like us to stop and deliver. Once again, that will only be a partial fill, however; we agreed to deliver the $worth and she will have until that runs out to find another providerI feel that a resolution was met
Sincerely, Lenox Propane

To Whom It May Concern:
In response to the complaint, the ***'s account was a "strict cod" account because of the poor paying history. Unfortunately, we can only deliver what they pay for at the time of delivery or prior to that delivery. They were on an automatic delivery
cycle and the last time we were at their residence, they only paid to partially fill their tank. Our next delivery to there residence wouldn't be for four weeks minimumThey were aware of our delivery schedule and that by not filling the tank they ran the risk of running low or posssibly even out of gas
They did pre-pay $on January 25th as they stated and were told that they were due up for delivery sometime the following week of January 27th. They were not told a specific day and when *** asked if we could give her a specific day, she was told we could not but it would be that following week sometime. No specific day or days were given. We do not give specific days as we can not guarantee that it will be any specific day. Weather conditions, truck breakdowns, employee illness, etc may occur and routes may be changed at any given time so no specific day is ever givenTheir statement is along with the rest of the vulgar fabricated complaint. Their fabrication is so great and vulgar that a copy of the complaint has been forwarded to our attorneys for consideration of libel and slander
*** called here on 1/28/and wanted to know a specific date for delivery. Once again, we explained we can not give a specific date but it would be sometime this week. *** was not satisfied with that response and started to become irate. He said he was low and demanded that we make a delivery the next day. Unfortunately, he was low because he did not pay to fill his tank the last time we were at his residence. We explained once again we couldn't give a specific date. *** continued to be irate and demandingThe conversation ended
*** called back quickly and started demanding and yelling that we guarantee we would be there the next day. He was extremely loud and abusive to the customer service representative. He demanded to speak with a manager. "***", as he calls her, picked up the phone and proceeded to once again explain we couldn't give a date, etc. *** started screaming and demanding that she guarantee someone be there tomorrow. He's manner was irate, demanding, and abusive. At this point, she explained we couldn't guarantee a date and that we would credit back his $and he had the option of finding another company. There are many companies to choose from and it was obvious by his very angry and harrasing manner that we could not satisfy his needs and we no longer wished to endure anymore abuse
*** called back again and at first was calmer but then shortly became irate and abusive and ended the conversation with "get here and pick up your (enter vulgar word here) tank. We did not say we would be removing our tank. ** *** demanded that we remove it.
***'s entire complaint is not only vulgar but almost a complete fabrication that most of which deserves no response. As a company, you do find there are times that you must endure harrasment and abuse from customers, however; there is a limit as to how much any employee or company should have to endure. Not only did we have to endure the harrasment and abuse over telephone conversations but that they now continue to harrass through other methods. They have already tried another method and it failed as the other party did not agree with them. It appears that with that failure they have decided to now try and harrass us again but this time using the Revdex.com as their tool
We will be removing our tank as *** forcefully statedWe could have removed the tank immediately or even yesterday but did not knowing there was still gas in the tank and they might still want to use all the gasWhen the tank is empty, they can notify our office that it is ready for removalBased on the last known %, it will probably be soonHowever; we will check the tank on our next schedule route to make sure it's empty if we do not hear from them sooner
Sincerely,
Lenox Propane

In reply to Mr***'s complaint, please be advised that Mr*** only requested one tank and that he stated wood was his main source of heat. If Mr*** wanted two tanks and had Mr*** stated that the heaters were his main source of heat, we would have definitely
placed two tanks. Our business is to sell propane and more usage on any customers part is always welcomed. Unfortunately that is not what Mr*** stated in the initial honor is that what he requestedMr*** called on 02/15/and stated that he was out of propane He was not due on route till the following week and we had no truck in the area. We did explain that his account was not set up for main heat and that he stated wood was his main. Mr*** then stated that wood was his main source but he ran out of wood and wasn't going to obtain any and then demanded we deliver him propane that dayBoth staff manners were polite even though Mr***'s aggravation was beginning to escalateWe explained that in order to be able to have a driver get to his residence that day, that we would have to pull a driver off his scheduled route and that an off route delivery fee or a "special" trip fee would be incurred. At this time, Mr*** became irate and abusive. He demanded/screamed that we deliver that day without any fee He used numerous expletives and threatened to disconnect our tank and roll it down the street. Their are two witnesses to the abusive and vulgar demeanor Mr*** displayedHe also called one staff member several disgusting offensive names or expletivesAt this point, after two phones, he continued to scream and tell us to pick up the tank, we instructed we would do so and had the tank removed five business day later on 02/22/16.Mr*** still owes our company several hundred dollars that had to be turned over to a collection agency for attempted collectionWe would appreciate paymentMr***'s accounts and accusations are and we feel no further rebuttal is necessaryIn closing however, we would like to say that if there was a bureau where companies could lodge a complaint against a customer/individual, Mr*** would definitely have warranted one by our companySincerely,Lenox Propane

To Whom It May Concern:
We still stand with our original response and feel no further response is neccessary on this matter and no wrong doing was done on our part. We do not require an apology from ** *** for the vulgar lies he stated and only wish to have no further communications with him.
An order has been entered to remove our tank and will be removed weather, ground, and equipment conditions permitting as soon as possible
Sincerely,
Lenox 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:
All I am asking for is an apology for the way I was treated. They continue to say they did nothing wrong and assign blame to me. I am not happy with their responce, and respectfully ask the Revdex.com to step in and make a decision to resolve the matter. I will not accept their refusal to apologize as an exceptable resolution to my complaint, and will continue to regect all responces other than an apology for the way I was belittled, and made to feel humiliated by their staff because of my previous, but now resolved poor credit issues. Secondly I will not close my complaint untill thier tank is removed from my property.
Regards,
[redacted]

[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:
I disagree with the responce because it nothing more than an assignment of blame against me in this situation. I am not using the Revdex.com as an attempt to harrass anyone, I am using it for what it was designed for, to impartially mediate a consumer dispute. I admit I did become upset and emotionaly charged during my phone conversation, I appologize for that as I did on the phone that day. it was 4 degress outside and I didn;t have enough gas to heat my home. When I reached out to lenox propane for help in what I felt was an emergency situation, I felt as though I was being belittled, and humuliated by the people I spoke to, based upon my past poor credit history, and inability to purchase more gas then I needed to make it another month until I could afford to prepay for more. All I am asking for is the removal of their equipment from my property in a timely manner and an appology from the people at Lenox Propane that I had the phone conversations with. I just want to move on. I just feel that after nearly 20 years as a customer, I could expect lenox propane to help me, and work with me when I was in a bind.
I have appologised for my part in this dispute, and request that lenox propane do the same, then come and get their equipment so that we can end our business relationship and move on.
Regards,
[redacted]

[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: I did not say I was out of propane. I said I did not have enough until the next delivery. The first woman I spoke to them got very rude with me first. With the weather we had this winter, wood heat would have made my house very uncomfortably warm, and I did relay this to both delivery drivers. I am done with this business, I have another supplier, and have two tanks which is what I asked for in the first place. I have sent Lenox propane a check for the full amount owed. It hasn't been cashed as of this writing. You can close this complaint.
Regards,
[redacted]

To Whom It May Concern: [redacted] was not a customer of our company.  Our company owned tank was placed for another customer.  On January 2, 2017, we were scheduled to shut off the gas for an unpaid balance from October 2016. At that point, our driver found a notice from a bank on...

the door of the house.  The notice said that the house was now banked owed and had a first name and number to contact for the bank. Instead of shutting the gas off at this point, we made the decision to hold off and contact the name on the notice with the number given. At that same time, we did leave a notice on the door of the house asking for someone to please call our office about the gas.  On the card was our company name and all contact information. After this, we attempted several times to get ahold of the bank representative and left several messages over a month period.  In this month period we did not hear back from her, nor did we ever get any notice from her or [redacted] that the house sold in a foreclosure.  [redacted] did not contact our company and we had no way of knowing that the house sold or to whom it was sold. Also, the amount owed and well past due balance had still not been paid. Gas that was not paid for was being used and with no response from the only person’s name and number we had, we unfortunately had to shut the gas off.  [redacted] did not contact us until after the gas was shut off.  At this point, she called upset and yelling that we had no right to shut the gas off and we should have “somehow” new that the house sold in a foreclosure and to “somehow” know her name and number as the new home owner even though no one on either part contacted our office. We explained that we tried several times to contact the woman who was on the note.  [redacted] said it was our responsibility to have “somehow” found out that she bought the house and that it was our responsibility to find out her name and number and contact her.  She was extremely rude and harassing to our staff.    Unfortunately, [redacted] never contacted our office nor spoke with the bank she was buying it from about the gas.  The bank representative that we tried contacting several times also chose to ignore our messages rather than contacting us back. We find no fault on our part.  As a new homeowner, it was [redacted] responsibility to contact all the utilities and set up a new account as well as to address any owed bills prior to purchase. Sincerely,Lenox Propane

Review: I have been a customer of lenox propane for nearly 20 years, the accout is in my wife [redacted]'s name.. Due to my credit issues I was put on a cod payment plan 2 years ago. I have always prepaid since that time, and have been content with the service I recieved. We made a prepayment of $300 on saturday and were told that a deliver would be made on Monday or Tuesday. Tuesday afternoon , no delivery, my wife called to inquire as to when deliver would be made, as we were running low. She was told we would get a delivery when they felt like it, and then was hung up on. I called back and spoke to "[redacted]" the "owner" who told me I was "a deadbeat [redacted] who couldn't afford to heat your home", and that "they have 100's of customers and dion't care if iu run out of gas, it's your own fault because you can't afford to completely fill your tank" She then gave me the ultimatum that I either pay $1100 to completely fill my tank, including a $150 delivery fee" or she would refund my money, and they would come remove my tank and I could go with another provider. This ultimatum was recieved when it was 4 degrees f outside. Before I could reply, she said "You know what, i"m refunding your payment, find a new propane company, i"m sick of dealing with [redacted] like you" I now have limited gas in my tank, lenox is coming to take it away "when they feel like it" and I am stuck trying to find a new provider, or risk having no heat in my home. I just don't understand how a Revdex.com rated business could do this to a 20 year customer.Desired Settlement: Iwish they would leave my tank untill I can contract another supplier, and would like a written apology for the rude, abusive and obscene tirade I was victim to while on the phone with "[redacted]"

Business

Response:

To Whom It May Concern:

In response to the complaint, the [redacted]'s account was a "strict cod" account because of the poor paying history. Unfortunately, we can only deliver what they pay for at the time of delivery or prior to that delivery. They were on an automatic delivery cycle and the last time we were at their residence, they only paid to partially fill their tank. Our next delivery to there residence wouldn't be for four weeks minimum. They were aware of our delivery schedule and that by not filling the tank they ran the risk of running low or posssibly even out of gas.

They did pre-pay $300 on January 25th as they stated and were told that they were due up for delivery sometime the following week of January 27th. They were not told a specific day and when [redacted] asked if we could give her a specific day, she was told we could not but it would be that following week sometime. No specific day or days were given. We do not give specific days as we can not guarantee that it will be any specific day. Weather conditions, truck breakdowns, employee illness, etc may occur and routes may be changed at any given time so no specific day is ever given. Their statement is false along with the rest of the vulgar fabricated complaint. Their fabrication is so great and vulgar that a copy of the complaint has been forwarded to our attorneys for consideration of libel and slander.

**. [redacted] called here on 1/28/14 and wanted to know a specific date for delivery. Once again, we explained we can not give a specific date but it would be sometime this week. **. [redacted] was not satisfied with that response and started to become irate. He said he was low and demanded that we make a delivery the next day. Unfortunately, he was low because he did not pay to fill his tank the last time we were at his residence. We explained once again we couldn't give a specific date. **. [redacted] continued to be irate and demanding. The conversation ended.

**. [redacted] called back quickly and started demanding and yelling that we guarantee we would be there the next day. He was extremely loud and abusive to the customer service representative. He demanded to speak with a manager. "[redacted]", as he calls her, picked up the phone and proceeded to once again explain we couldn't give a date, etc. **. [redacted] started screaming and demanding that she guarantee someone be there tomorrow. He's manner was irate, demanding, and abusive. At this point, she explained we couldn't guarantee a date and that we would credit back his $300 and he had the option of finding another company. There are many companies to choose from and it was obvious by his very angry and harrasing manner that we could not satisfy his needs and we no longer wished to endure anymore abuse.

**. [redacted] called back again and at first was calmer but then shortly became irate and abusive and ended the conversation with "get here and pick up your (enter vulgar word here) tank. We did not say we would be removing our tank. [redacted] demanded that we remove it.

**. [redacted]'s entire complaint is not only vulgar but almost a complete fabrication that most of which deserves no response. As a company, you do find there are times that you must endure harrasment and abuse from customers, however; there is a limit as to how much any employee or company should have to endure. Not only did we have to endure the harrasment and abuse over telephone conversations but that they now continue to harrass through other methods. They have already tried another method and it failed as the other party did not agree with them. It appears that with that failure they have decided to now try and harrass us again but this time using the Revdex.com as their tool.

We will be removing our tank as **. [redacted] forcefully stated. We could have removed the tank immediately or even yesterday but did not knowing there was still gas in the tank and they might still want to use all the gas. When the tank is empty, they can notify our office that it is ready for removal. Based on the last known %, it will probably be soon. However; we will check the tank on our next schedule route to make sure it's empty if we do not hear from them sooner.

Sincerely,

Lenox 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:

I disagree with the responce because it nothing more than an assignment of blame against me in this situation. I am not using the Revdex.com as an attempt to harrass anyone, I am using it for what it was designed for, to impartially mediate a consumer dispute. I admit I did become upset and emotionaly charged during my phone conversation, I appologize for that as I did on the phone that day. it was 4 degress outside and I didn;t have enough gas to heat my home. When I reached out to lenox propane for help in what I felt was an emergency situation, I felt as though I was being belittled, and humuliated by the people I spoke to, based upon my past poor credit history, and inability to purchase more gas then I needed to make it another month until I could afford to prepay for more. All I am asking for is the removal of their equipment from my property in a timely manner and an appology from the people at Lenox Propane that I had the phone conversations with. I just want to move on. I just feel that after nearly 20 years as a customer, I could expect lenox propane to help me, and work with me when I was in a bind.

I have appologised for my part in this dispute, and request that lenox propane do the same, then come and get their equipment so that we can end our business relationship and move on.

Regards,

Business

Response:

To Whom It May Concern:

We still stand with our original response and feel no further response is neccessary on this matter and no wrong doing was done on our part. We do not require an apology from [redacted] for the vulgar lies he stated and only wish to have no further communications with him.

An order has been entered to remove our tank and will be removed weather, ground, and equipment conditions permitting as soon as possible.

Sincerely,

Lenox 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:

All I am asking for is an apology for the way I was treated. They continue to say they did nothing wrong and assign blame to me. I am not happy with their responce, and respectfully ask the Revdex.com to step in and make a decision to resolve the matter. I will not accept their refusal to apologize as an exceptable resolution to my complaint, and will continue to regect all responces other than an apology for the way I was belittled, and made to feel humiliated by their staff because of my previous, but now resolved poor credit issues. Secondly I will not close my complaint untill thier tank is removed from my property.

Regards,

Review: tank returned with over 60% left in tank and was told it would be put back into their tanks. I already paid for this so I should be refunded the money less delivery charge because I paid the fee for year rental on tank.Desired Settlement: would like at least half of return on tank return. They would give you approximatley 1/2 of propane left in tank for pickup charge plus I paid the 90dollar rental fee too.

Business

Response:

To Whom It May Concern:

We are unable to repsond because we show no record of a [redacted] being a past or current customer.

Thank you,

Lenox 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:

Regards,

Review: I am filing this complaint in regards to the poor customer service and lack of customer appreciation. I do not currently owe them anything but they refuse to deliver fuel. Their customer service staff is very careless and they overcharge for their services.Desired Settlement: I would like delivery of fuel requiring no up front payment and better prices. I would also like them to be less careless when it comes to their customers. I want a bigger fuel tank then the one they have provided me because my fuel only last me less than a month.

Business

Response:

To Whom It May Concern:

**. [redacted] is a "Strict COD" account. Any fuel delivered must be paid for at the time of delivery. Unfortunately, when we were in her area doing our scheduled routes, **. [redacted] had no money for propane and we were unable to deliver.

**. [redacted] does not need a larger tank, **. [redacted] needs to pay to have the tanks completely filled. If she is running low, it is because she does not pay to have the tanks completely filled and hence can't make the scheduled delivery route.

**. [redacted] called here and left a message wanting us to deliver propane even though she did not have the money to pay for the propane. She does not have credit with our company and the only reason we were able to deliver prior to this incidence is because the propane was paid for by another party.

**. [redacted] had already left two irate messages with our company and a few irate phone calls. The last irate message being last night with her yelling saying that she was calling her attorney and contacting you, the Revdex.com, and that she didn't want to use our company anymore and was going with another provider.

Even after this nasty message we still reached out to her this morning and contacted her via telephone knowing it might be difficult to get a new provider on short notice and offered to stop at her residence on Monday, "Off Route", and deliver whatever amount she had money to pay for. She said she couldn't get anyone immediately and that she had $200 and would like us to stop and deliver. Once again, that will only be a partial fill, however; we agreed to deliver the $200 worth and she will have until that runs out to find another provider. I feel that a resolution was met.

Sincerely, Lenox Propane