Mason's Propane Service, LLC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I never received an apology from this company over the phone or in person until I showed up at their officeI asked to see the manager in their business office and was directed out of that office into the owners office in a separate buildingWhen questioned as to why my gas was never delivered, I was told it was a " [redacted] Problem"But they were aware my gas was not delivered and I was told over the phone repeatedly I would have to show them I had paid my bill with a cancelled checkThe payment was made in October of when it was due at their officeI ran out of propane on December 16, 2017, and contacted their office when it was open on 12/18/They did contact me on my home phone approximately 1/hour after my phone conversation with them, but I had left to go to the bank to get a copy of a cancelled check payment from October to show them I had payed my October billThis company also only gives you days to pay for a deliveryThe reason given to me for their mistake was not adequateWhy did it take them until 12/18/ to tell me I did not pay my bill and that is why I was taken off their delivery listThis was after I made them aware of their problemI was never contacted by them prior to running out of propane and contacting themThe whole mess could have been resolved by having the company check their records prior to them placing a stop delivery order on my propaneThey did not do thisThey also could have apologized over the phone instead of leaving a message to the effect of "We checked our October books and found your payment so we have placed you back on the delivery list." No apology or anything like it on the messageI was not rude in my visit to them, the manager kept telling me it was their [redacted] system that was responsible, not that it was their own fault for not expending due diligence prior to shutting someone off, especially a customer of theirs for so long that had always paid his billsI have friends that have had issues with this company over the years and I am sure they would be willing to share their experiences with Mason, many of which had found new suppliersI am considering that option now as well as protesting their company at their office locationThe owner's response makes it appear that I went down their to her office to raise hell with her, I did notI continually got a bad attitude from her as to the rudeness of her staff to the original complaint and her lack of excuses why what happened to me happenedAll I had originally wanted was an apology from her company and to make her aware her business practices left much to be desiredThank you Regards, [redacted] ***

I have talked to [redacted] , all that he had asked me about was why is the price was going upI explained that we have no control over the market I provided him proof of the cost of propane going up on the marketI have not heard anything back from him on that issueNow I receive a complaint todayI only answered his questions about what the market did last winter season(2015/2016)If he wanted a cap price I would of sent him paperwork in the mail but no request was madeAgain I only explained what had happened the previous seasonThat was made clear and that every season is differentI told the gentleman that if his gallons go over gallons we can lower his rate I didn't tell him that it was retroactiveWhen you go over the gallon at that point I can reduce the price per gallonAs far as our cap program for company owned tanks the cap was set at $per gallon for the 2016/seasonI do not mind putting [redacted] on the programI will do one better I will lock his rate in at $per gallon until 5/1/Our season runs Sept thur March as of today he has used gallonsThat is below our gallons for price reduction.If there are any other questions, Please feel free to ask!Thank You!Lori C [redacted] Part owner

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Unfortunately, our system did not save the payment when it was entered into the system, we were not aware of this happening until after *** *** had called inWe have to request information from the customer in order to find the check in order deposit programOnce we found the check we contacted
him back right away and he received a delivery the same day correcting our mistake(it was invoiced out on 12/19/2017) This is our busy season and we don't always get to the over dues or call people when their bill is past dueWe do not deliver any gas unless the last bill was paid, this has been our company policy since This insures that we do get paid for the propane that was delivered and or consumedHowever we did apologize several times to *** *** sadly he refused to except the apologiesOur records indicate that *** *** isn't using propane for his primary heat, it is only used on a fireplace logIf this was being used for primary heat 2-gallon tanks would have been satFireplace logs are not to be used as a primary source of heat this is stated in the owners manual of the fireplace bookletFireplace logs are to be used for recreational use only and emergency heat onlyAfter Lori attempted to talk to him and apologized several times, he was rude and irate and refused to except any apologiesThen he asked if he still needed to pay the bill Lori stated yes we can take care of that now if you liked he walked outHe came in the main office and was very rude to our staff, when asked if he owns a *** *** twice(there was no response the first time asked) He yelled "Yes, I parked there cause there was no were else to park"He was asked to please calm downHe paid his bill and left*** *** has been a customer since January 17th When we installed two company owned gallon tanks

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I never received an apology from this company over the phone or in person until I showed up at their officeI asked to see the manager in their business office and was directed out of that office into the owners office in a separate buildingWhen questioned as to why my gas was never delivered, I was told it was a "*** Problem"But they were aware my gas was not delivered and I was told over the phone repeatedly I would have to show them I had paid my bill with a cancelled checkThe payment was made in October of when it was due at their officeI ran out of propane on December 16, 2017, and contacted their office when it was open on 12/18/They did contact me on my home phone approximately 1/hour after my phone conversation with them, but I had left to go to the bank to get a copy of a cancelled check payment from October to show them I had payed my October billThis company also only gives you days to pay for a deliveryThe reason given to me for their mistake was not adequateWhy did it take them until 12/18/ to tell me I did not pay my bill and that is why I was taken off their delivery listThis was after I made them aware of their problemI was never contacted by them prior to running out of propane and contacting themThe whole mess could have been resolved by having the company check their records prior to them placing a stop delivery order on my propaneThey did not do thisThey also could have apologized over the phone instead of leaving a message to the effect of "We checked our October books and found your payment so we have placed you back on the delivery list." No apology or anything like it on the messageI was not rude in my visit to them, the manager kept telling me it was their *** system that was responsible, not that it was their own fault for not expending due diligence prior to shutting someone off, especially a customer of theirs for so long that had always paid his billsI have friends that have had issues with this company over the years and I am sure they would be willing to share their experiences with Mason, many of which had found new suppliersI am considering that option now as well as protesting their company at their office locationThe owner's response makes it appear that I went down their to her office to raise hell with her, I did notI continually got a bad attitude from her as to the rudeness of her staff to the original complaint and her lack of excuses why what happened to me happenedAll I had originally wanted was an apology from her company and to make her aware her business practices left much to be desiredThank you
Regards,
*** ***

I have talked to ** ***, all that he had asked me about was why is the price was going upI explained that we have no control over the market I provided him proof of the cost of propane going up on the marketI have not heard anything back from him on that issueNow I receive a complaint
todayI only answered his questions about what the market did last winter season(2015/2016)If he wanted a cap price I would of sent him paperwork in the mail but no request was madeAgain I only explained what had happened the previous seasonThat was made clear and that every season is differentI told the gentleman that if his gallons go over gallons we can lower his rate I didn't tell him that it was retroactiveWhen you go over the gallon at that point I can reduce the price per gallonAs far as our cap program for company owned tanks the cap was set at $per gallon for the 2016/seasonI do not mind putting ** *** on the programI will do one better I will lock his rate in at $per gallon until 5/1/Our season runs Sept thur March as of today he has used gallonsThat is below our gallons for price reduction.If there are any other questions, Please feel free to ask!Thank You!Lori C*** Part owner