Initial Business Response / [redacted] (1000, 6, 2015/06/13) */ We stand by our decision to deny the rebate to this customerOn [redacted] May [redacted] Mr [redacted] contacted our office and advised us that he was purchasing the property at [redacted] ***, [redacted] and that he would not be taking over the lease for the propane tank on the property [redacted] Since he was taking out the tank [redacted] he offered to return the tank to our yard, at no time did he ask us to remove the tank from his propertyIf we had removed it ourselves he would have been subject to a pick up charge from us as well as a restocking fee as it is the standard practise in the industryOn Tuesday May the 12th five days after his call the tank was returned to our yard with a reading of 80% on the gaugeWe have never had a propane supply/tank lease agreement with Mr [redacted] and as such we cannot refund him money for propane that we never billed to him and he never paid forThe owner of the propane in the tank is the previous owner of the property as they are who we sold the propane to and who paid for itAt no time has Mr [redacted] offered us any written proof that the propane in the tank belongs to him which would have been included in the closing documents when he purchased the homeIt is our policy that we cannot issue a credit for products retuned to us unless we sold the original goods to the personAccording to our records the propane was sold to the previous homeowner whom we had a contract withTo provide a credit to a client for a product that they have not offered any proof that they purchased or even owned is not good businessTechnically the propane returned in the propane tank belongs to the person we had a contract with and who paid us for it, if they called today they would receive a credit for the propane less a restocking fee as they were the person we sold it toWe cannot let ourselves be put into a situation that we have credited two people for the same fuelThe confusion arose with my staff in that this is not the way the system works in general, this is an anomaly, my propane dispatcher was correct in that the credit would be issued but to the person who paid us for the fuel, Mr [redacted] assumed that would be himWhen Mr [redacted] arrived at my showroom unexpectedly expecting to get a refund on site, our Operations Team Leader was not in, our warehouse person offered Mr [redacted] $due his insistence that we owed him for the propane in an attempt to appease him, Mr [redacted] would not accept the offer and leftWe would be happy to revisit this matter if Mr [redacted] can provide written proof that he is the owner of the propane that was returned in the propane tank, without this information we cannot reimburse him Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, I could not offer to return the tank to their yardI do not control the trucks nor am I aware of their policy [redacted] UHC was instructed by my RE agent to remove the tank before my purchase date of the 11th May and by myself on the 7th UHC could not charge me for a pick up charge or a restocking feeI was not under contract with them as a lesseeIf their contracts indicate that if they lease a rental to someone and that person sells the house, then a return charge and restocking fee will be applied to the new owner without their knowledge of what those costs are, that would be prejudicial to contract law and I would hope that the Revdex.com would look into this furtherUHC could charge any amount they wanted if that were the case and consumers would have not recourse to dispute the charge UHC continues in saying that they cannot return a credit to me because I am not under contract with them but they can invoke a return and restocking fee without a contract with me? That seems odd [redacted] I indicated that they owed me money because they informed my RE agent that the credit would be returned to me and also informed me that I would get a credit what I spoke to them about the returnPlain and simple I showed up 'unexpectedly, as they claim because I was at [redacted] when I called and when someone tried to transfer me, they disconnected my call I also enjoyed the comment about how the tank was returned with 80% on the gaugeThey fail to mention that they only fill to 80% capacity when filling the tankErgo, according to their own standards, it was full! And it was UHC who derived at the $credit after the fact, not meThey indicated that they could only show that they ever sold the old lessee 120L of propane and at their cost, the 120L would be around $It wasn't a figure to appease meAnd as a matter of fact, the lady, [redacted] who offered it actually asked me to confirm my address and phone number so that she could mail a cheque to me [redacted] I would be satisfied if they returned the credit to the original lessee of the tank and provide proof of this transaction to the Revdex.comFurther, they cannot deduct a picharge from the funds for the old lessee as UHC did not incur this chargeUHC should not have the benefit of having billed for the original full amount and then being able to resell it to another customer [redacted] Final Business Response / [redacted] (4000, 10, 2015/06/22) */ Again, we stand by our decisionMr [redacted] has offered no confirmation that he is indeed the owner of the propane in the propane tankAgain, we would be happy to revisit this matter if Mr [redacted] has proof that he is the owner of the fuel returnedMr [redacted] made the decision to have our propane tank returned to our yard and chose to go with another provider which is totally within his rightsHe has however no claim to the propane in the tank without proof it belongs to him Final Consumer Response / [redacted] (4200, 12, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) UHC has not addressed my last comments I said that I was OK with not receiving the credit as long as they returned a credit to the original purchaser UHC has not explained how they could charge me a restocking fee for a contact that I did not have with themPlease explain
Initial Business Response /* (1000, 8, 2016/10/04) */
This client came into our showroom on September 13th, 2016 inquiring about gas inserts, we advised him that we would need to know the dimensions of the fireplace before we could recommend a gas insert that would fit inside his existing...
fireplace. We advised him there was a fee charged to do a site visit when there is no sale or deposit and that the cost of the site visit is deducted from the cost of the appliance if he goes ahead with the purchase, He said he could do the measurements himself. When we showed him the form we normally complete for a gas insert during our site visit he said he would rather have us come out to measure as it seemed complicated. We then took payment for the site visit on his credit card and the site visit was scheduled. We performed the site visit to his home on September 15th and upon arriving and looking at the fireplace it was not a fireplace, it was a zero clearance gas fireplace built into his wall and was not appropriate for a gas insert. He explained that the fireplace needed a part that was no longer available and so the fireplace did not work anymore. We explained to him that if he wanted to replace the zero clearance gas fireplace it was possible but very expensive as it is built into his wall, we explained his other option was to rebuild his fireplace burner system with a retrofit burner system and the cost would be [redacted] to [redacted] He called the office later that afternoon and spoke with our service manager and was extremely belligerent and used extremely foul language and said he would not pay for the site visit and wanted it refunded. At that time we offered to split the cost of the site visit as we had actually made the trip and provided him with information as to how to repair his existing fireplace. The next time we heard about this was through a letter from the Revdex.com on September 21, 2016 advising us of his complaint. We are a reputable company that has been in business for 20 years and we stand behind our policy of charging for site visits to peoples homes, even though we made the trip to his home and provided him with information on how to solve his problem he still feels that we have taken advantage of him in some way. We take issue with his belligerence and the use of foul language with our staff, however, we will provide the complainant a refund on this site visit in the interest of settling this matter.
Initial Business Response /* (1000, 6, 2015/06/13) */
We stand by our decision to deny the rebate to this customer. On [redacted] May [redacted] Mr. [redacted] contacted our office and advised us that he was purchasing the property at [redacted], [redacted] and that he would not be taking over the...
lease for the propane tank on the property [redacted] Since he was taking out the tank [redacted] he offered to return the tank to our yard, at no time did he ask us to remove the tank from his property. If we had removed it ourselves he would have been subject to a pick up charge from us as well as a restocking fee as it is the standard practise in the industry. On Tuesday May the 12th five days after his call the tank was returned to our yard with a reading of 80% on the gauge. We have never had a propane supply/tank lease agreement with Mr. [redacted] and as such we cannot refund him money for propane that we never billed to him and he never paid for. The owner of the propane in the tank is the previous owner of the property as they are who we sold the propane to and who paid for it. At no time has Mr. [redacted] offered us any written proof that the propane in the tank belongs to him which would have been included in the closing documents when he purchased the home. It is our policy that we cannot issue a credit for products retuned to us unless we sold the original goods to the person. According to our records the propane was sold to the previous homeowner whom we had a contract with. To provide a credit to a client for a product that they have not offered any proof that they purchased or even owned is not good business. Technically the propane returned in the propane tank belongs to the person we had a contract with and who paid us for it, if they called today they would receive a credit for the propane less a restocking fee as they were the person we sold it to. We cannot let ourselves be put into a situation that we have credited two people for the same fuel. The confusion arose with my staff in that this is not the way the system works in general, this is an anomaly, my propane dispatcher was correct in that the credit would be issued but to the person who paid us for the fuel, Mr. [redacted] assumed that would be him. When Mr. [redacted] arrived at my showroom unexpectedly expecting to get a refund on site, our Operations Team Leader was not in, our warehouse person offered Mr. [redacted] $50.00 due his insistence that we owed him for the propane in an attempt to appease him, Mr. [redacted] would not accept the offer and left. We would be happy to revisit this matter if Mr. [redacted] can provide written proof that he is the owner of the propane that was returned in the propane tank, without this information we cannot reimburse him.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I could not offer to return the tank to their yard. I do not control the trucks nor am I aware of their policy. [redacted]. UHC was instructed by my RE agent to remove the tank before my purchase date of the 11th May and by myself on the 7th
UHC could not charge me for a pick up charge or a restocking fee. I was not under contract with them as a lessee. If their contracts indicate that if they lease a rental to someone and that person sells the house, then a return charge and restocking fee will be applied to the new owner without their knowledge of what those costs are, that would be prejudicial to contract law and I would hope that the Revdex.com would look into this further. UHC could charge any amount they wanted if that were the case and consumers would have not recourse to dispute the charge.
UHC continues in saying that they cannot return a credit to me because I am not under contract with them but they can invoke a return and restocking fee without a contract with me? That seems odd. [redacted].
I indicated that they owed me money because they informed my RE agent that the credit would be returned to me and also informed me that I would get a credit what I spoke to them about the return. Plain and simple.
I showed up 'unexpectedly, as they claim because I was at [redacted] when I called and when someone tried to transfer me, they disconnected my call.
I also enjoyed the comment about how the tank was returned with 80% on the gauge. They fail to mention that they only fill to 80% capacity when filling the tank. Ergo, according to their own standards, it was full!
And it was UHC who derived at the $50 credit after the fact, not me. They indicated that they could only show that they ever sold the old lessee 120L of propane and at their cost, the 120L would be around $50. It wasn't a figure to appease me. And as a matter of fact, the lady, [redacted] who offered it actually asked me to confirm my address and phone number so that she could mail a cheque to me.
[redacted] I would be satisfied if they returned the credit to the original lessee of the tank and provide proof of this transaction to the Revdex.com. Further, they cannot deduct a pick-up charge from the funds for the old lessee as UHC did not incur this charge. UHC should not have the benefit of having billed for the original full amount and then being able to resell it to another customer. [redacted].
Final Business Response /* (4000, 10, 2015/06/22) */
Again, we stand by our decision. Mr. [redacted] has offered no confirmation that he is indeed the owner of the propane in the propane tank. Again, we would be happy to revisit this matter if Mr. [redacted] has proof that he is the owner of the fuel returned. Mr. [redacted] made the decision to have our propane tank returned to our yard and chose to go with another provider which is totally within his rights. He has however no claim to the propane in the tank without proof it belongs to him.
Final Consumer Response /* (4200, 12, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
UHC has not addressed my last comments.
1. I said that I was OK with not receiving the credit as long as they returned a credit to the original purchaser.
2. UHC has not explained how they could charge me a restocking fee for a contact that I did not have with them. Please explain.
Initial Business Response / [redacted] (1000, 6, 2015/06/13) */ We stand by our decision to deny the rebate to this customerOn [redacted] May [redacted] Mr [redacted] contacted our office and advised us that he was purchasing the property at [redacted] ***, [redacted] and that he would not be taking over the lease for the propane tank on the property [redacted] Since he was taking out the tank [redacted] he offered to return the tank to our yard, at no time did he ask us to remove the tank from his propertyIf we had removed it ourselves he would have been subject to a pick up charge from us as well as a restocking fee as it is the standard practise in the industryOn Tuesday May the 12th five days after his call the tank was returned to our yard with a reading of 80% on the gaugeWe have never had a propane supply/tank lease agreement with Mr [redacted] and as such we cannot refund him money for propane that we never billed to him and he never paid forThe owner of the propane in the tank is the previous owner of the property as they are who we sold the propane to and who paid for itAt no time has Mr [redacted] offered us any written proof that the propane in the tank belongs to him which would have been included in the closing documents when he purchased the homeIt is our policy that we cannot issue a credit for products retuned to us unless we sold the original goods to the personAccording to our records the propane was sold to the previous homeowner whom we had a contract withTo provide a credit to a client for a product that they have not offered any proof that they purchased or even owned is not good businessTechnically the propane returned in the propane tank belongs to the person we had a contract with and who paid us for it, if they called today they would receive a credit for the propane less a restocking fee as they were the person we sold it toWe cannot let ourselves be put into a situation that we have credited two people for the same fuelThe confusion arose with my staff in that this is not the way the system works in general, this is an anomaly, my propane dispatcher was correct in that the credit would be issued but to the person who paid us for the fuel, Mr [redacted] assumed that would be himWhen Mr [redacted] arrived at my showroom unexpectedly expecting to get a refund on site, our Operations Team Leader was not in, our warehouse person offered Mr [redacted] $due his insistence that we owed him for the propane in an attempt to appease him, Mr [redacted] would not accept the offer and leftWe would be happy to revisit this matter if Mr [redacted] can provide written proof that he is the owner of the propane that was returned in the propane tank, without this information we cannot reimburse him Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) First, I could not offer to return the tank to their yardI do not control the trucks nor am I aware of their policy [redacted] UHC was instructed by my RE agent to remove the tank before my purchase date of the 11th May and by myself on the 7th UHC could not charge me for a pick up charge or a restocking feeI was not under contract with them as a lesseeIf their contracts indicate that if they lease a rental to someone and that person sells the house, then a return charge and restocking fee will be applied to the new owner without their knowledge of what those costs are, that would be prejudicial to contract law and I would hope that the Revdex.com would look into this furtherUHC could charge any amount they wanted if that were the case and consumers would have not recourse to dispute the charge UHC continues in saying that they cannot return a credit to me because I am not under contract with them but they can invoke a return and restocking fee without a contract with me? That seems odd [redacted] I indicated that they owed me money because they informed my RE agent that the credit would be returned to me and also informed me that I would get a credit what I spoke to them about the returnPlain and simple I showed up 'unexpectedly, as they claim because I was at [redacted] when I called and when someone tried to transfer me, they disconnected my call I also enjoyed the comment about how the tank was returned with 80% on the gaugeThey fail to mention that they only fill to 80% capacity when filling the tankErgo, according to their own standards, it was full! And it was UHC who derived at the $credit after the fact, not meThey indicated that they could only show that they ever sold the old lessee 120L of propane and at their cost, the 120L would be around $It wasn't a figure to appease meAnd as a matter of fact, the lady, [redacted] who offered it actually asked me to confirm my address and phone number so that she could mail a cheque to me [redacted] I would be satisfied if they returned the credit to the original lessee of the tank and provide proof of this transaction to the Revdex.comFurther, they cannot deduct a picharge from the funds for the old lessee as UHC did not incur this chargeUHC should not have the benefit of having billed for the original full amount and then being able to resell it to another customer [redacted] Final Business Response / [redacted] (4000, 10, 2015/06/22) */ Again, we stand by our decisionMr [redacted] has offered no confirmation that he is indeed the owner of the propane in the propane tankAgain, we would be happy to revisit this matter if Mr [redacted] has proof that he is the owner of the fuel returnedMr [redacted] made the decision to have our propane tank returned to our yard and chose to go with another provider which is totally within his rightsHe has however no claim to the propane in the tank without proof it belongs to him Final Consumer Response / [redacted] (4200, 12, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) UHC has not addressed my last comments I said that I was OK with not receiving the credit as long as they returned a credit to the original purchaser UHC has not explained how they could charge me a restocking fee for a contact that I did not have with themPlease explain
Initial Business Response /* (1000, 8, 2016/10/04) */
This client came into our showroom on September 13th, 2016 inquiring about gas inserts, we advised him that we would need to know the dimensions of the fireplace before we could recommend a gas insert that would fit inside his existing...
fireplace. We advised him there was a fee charged to do a site visit when there is no sale or deposit and that the cost of the site visit is deducted from the cost of the appliance if he goes ahead with the purchase, He said he could do the measurements himself. When we showed him the form we normally complete for a gas insert during our site visit he said he would rather have us come out to measure as it seemed complicated. We then took payment for the site visit on his credit card and the site visit was scheduled. We performed the site visit to his home on September 15th and upon arriving and looking at the fireplace it was not a fireplace, it was a zero clearance gas fireplace built into his wall and was not appropriate for a gas insert. He explained that the fireplace needed a part that was no longer available and so the fireplace did not work anymore. We explained to him that if he wanted to replace the zero clearance gas fireplace it was possible but very expensive as it is built into his wall, we explained his other option was to rebuild his fireplace burner system with a retrofit burner system and the cost would be [redacted] to [redacted] He called the office later that afternoon and spoke with our service manager and was extremely belligerent and used extremely foul language and said he would not pay for the site visit and wanted it refunded. At that time we offered to split the cost of the site visit as we had actually made the trip and provided him with information as to how to repair his existing fireplace. The next time we heard about this was through a letter from the Revdex.com on September 21, 2016 advising us of his complaint. We are a reputable company that has been in business for 20 years and we stand behind our policy of charging for site visits to peoples homes, even though we made the trip to his home and provided him with information on how to solve his problem he still feels that we have taken advantage of him in some way. We take issue with his belligerence and the use of foul language with our staff, however, we will provide the complainant a refund on this site visit in the interest of settling this matter.
Initial Business Response /* (1000, 6, 2015/06/13) */
We stand by our decision to deny the rebate to this customer. On [redacted] May [redacted] Mr. [redacted] contacted our office and advised us that he was purchasing the property at [redacted], [redacted] and that he would not be taking over the...
lease for the propane tank on the property [redacted] Since he was taking out the tank [redacted] he offered to return the tank to our yard, at no time did he ask us to remove the tank from his property. If we had removed it ourselves he would have been subject to a pick up charge from us as well as a restocking fee as it is the standard practise in the industry. On Tuesday May the 12th five days after his call the tank was returned to our yard with a reading of 80% on the gauge. We have never had a propane supply/tank lease agreement with Mr. [redacted] and as such we cannot refund him money for propane that we never billed to him and he never paid for. The owner of the propane in the tank is the previous owner of the property as they are who we sold the propane to and who paid for it. At no time has Mr. [redacted] offered us any written proof that the propane in the tank belongs to him which would have been included in the closing documents when he purchased the home. It is our policy that we cannot issue a credit for products retuned to us unless we sold the original goods to the person. According to our records the propane was sold to the previous homeowner whom we had a contract with. To provide a credit to a client for a product that they have not offered any proof that they purchased or even owned is not good business. Technically the propane returned in the propane tank belongs to the person we had a contract with and who paid us for it, if they called today they would receive a credit for the propane less a restocking fee as they were the person we sold it to. We cannot let ourselves be put into a situation that we have credited two people for the same fuel. The confusion arose with my staff in that this is not the way the system works in general, this is an anomaly, my propane dispatcher was correct in that the credit would be issued but to the person who paid us for the fuel, Mr. [redacted] assumed that would be him. When Mr. [redacted] arrived at my showroom unexpectedly expecting to get a refund on site, our Operations Team Leader was not in, our warehouse person offered Mr. [redacted] $50.00 due his insistence that we owed him for the propane in an attempt to appease him, Mr. [redacted] would not accept the offer and left. We would be happy to revisit this matter if Mr. [redacted] can provide written proof that he is the owner of the propane that was returned in the propane tank, without this information we cannot reimburse him.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I could not offer to return the tank to their yard. I do not control the trucks nor am I aware of their policy. [redacted]. UHC was instructed by my RE agent to remove the tank before my purchase date of the 11th May and by myself on the 7th
UHC could not charge me for a pick up charge or a restocking fee. I was not under contract with them as a lessee. If their contracts indicate that if they lease a rental to someone and that person sells the house, then a return charge and restocking fee will be applied to the new owner without their knowledge of what those costs are, that would be prejudicial to contract law and I would hope that the Revdex.com would look into this further. UHC could charge any amount they wanted if that were the case and consumers would have not recourse to dispute the charge.
UHC continues in saying that they cannot return a credit to me because I am not under contract with them but they can invoke a return and restocking fee without a contract with me? That seems odd. [redacted].
I indicated that they owed me money because they informed my RE agent that the credit would be returned to me and also informed me that I would get a credit what I spoke to them about the return. Plain and simple.
I showed up 'unexpectedly, as they claim because I was at [redacted] when I called and when someone tried to transfer me, they disconnected my call.
I also enjoyed the comment about how the tank was returned with 80% on the gauge. They fail to mention that they only fill to 80% capacity when filling the tank. Ergo, according to their own standards, it was full!
And it was UHC who derived at the $50 credit after the fact, not me. They indicated that they could only show that they ever sold the old lessee 120L of propane and at their cost, the 120L would be around $50. It wasn't a figure to appease me. And as a matter of fact, the lady, [redacted] who offered it actually asked me to confirm my address and phone number so that she could mail a cheque to me.
[redacted] I would be satisfied if they returned the credit to the original lessee of the tank and provide proof of this transaction to the Revdex.com. Further, they cannot deduct a pick-up charge from the funds for the old lessee as UHC did not incur this charge. UHC should not have the benefit of having billed for the original full amount and then being able to resell it to another customer. [redacted].
Final Business Response /* (4000, 10, 2015/06/22) */
Again, we stand by our decision. Mr. [redacted] has offered no confirmation that he is indeed the owner of the propane in the propane tank. Again, we would be happy to revisit this matter if Mr. [redacted] has proof that he is the owner of the fuel returned. Mr. [redacted] made the decision to have our propane tank returned to our yard and chose to go with another provider which is totally within his rights. He has however no claim to the propane in the tank without proof it belongs to him.
Final Consumer Response /* (4200, 12, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
UHC has not addressed my last comments.
1. I said that I was OK with not receiving the credit as long as they returned a credit to the original purchaser.
2. UHC has not explained how they could charge me a restocking fee for a contact that I did not have with them. Please explain.