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 response. If 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 office. I asked to see the manager in their business office and was directed out of that office into the owners office in a separate building. When 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 check. The payment was made in October of 2017 when it was due at their office. I ran out of propane on December 16, 2017, and contacted their office when it was open on 12/18/2017. They did contact me on my home phone approximately 1/2 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 2017 to show them I had payed my October 2017 bill. This company also only gives you 15 days to pay for a delivery. The reason given to me for their mistake was not adequate. Why did it take them until  12/18/ 2017 to tell me I did not pay my bill and that is why I was taken off their delivery list. This was after I made them aware of their problem. I was never contacted by them prior to running out of propane and contacting them. The whole mess could have been resolved by having the company check their records prior to them placing a stop delivery order on my propane. They did not do this. They 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 message. I 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 bills. I 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 suppliers. I am considering that option now as well as protesting their company at their office location. The owner's response makes it appear that I went down their to her office to raise hell with her, I did not. I 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 happened. All I had originally wanted was an apology from her company and to make her aware her business practices left much to be desired. Thank you.
Regards,
[redacted]

I have talked to [redacted], all that he had asked me about was why is the price was going up. I explained that we have no control over the market I provided him proof of the cost of propane going up on the market. I have not heard anything back from him on that issue. Now I receive a complaint...

today. I 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 made. Again I only explained what had happened the previous season. That was made clear and that every season is different. I told the gentleman that if his gallons go over 400 gallons we can lower his rate I didn't tell him that it was retroactive. When you go over the 400 gallon at that point I can reduce the price per gallon. As far as our cap program for company owned tanks the cap was set at $2.50 per gallon for the 2016/2017 season. I do not mind putting [redacted] on the program. I will do one better I will lock his rate in at $1.95 per gallon until 5/1/17. Our season runs Sept thur March as of today he has used 180.7 gallons. That 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]