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Mid - Coast Appraisal Service

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Mid - Coast Appraisal Service Reviews (2)

Initial Business Response /* (1000, 5, 2015/11/23) */
Contact Name and Title: [redacted]-Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mspropanegas.com
Pre Buy gas is not refunded in cash value. Our company took Mr. [redacted]'s money and purchased his propane like the agreement...

states. He had unused gallons of propane left over from last winter. Plainly stated in the contract says: Under section 2 of his contract, "Buyer is responsible for the total number of gallons even IF the buyer does NOT use/order all of the amount." It is signed by the customer.
Our company does, however, roll over the cash value to this year's Pre Buy Price. This assures the customers they don't lose their money. We do this while a number of other companies do not, to Mr. [redacted] behalf.
Mr. [redacted] could have used this propane anytime this year, instead who chose to go to another company. Furthermore, he purchased additional tanks this year meaning he could have held the propane in his tanks, honoring our contract.
We offered gas during May for .99$ as a customer appreciation, he could have easily used his credit at that time to fill up us brand new tanks he purchased.
The contract is plainly signed by Mr. [redacted] and its terms are clear. We will not give a full refund to this customer.
I will give him two options to complete the contract he signed.
1)He needs to notify us when he can hold the propane and we will deliver in any of his three propane tanks. They are Customer Owned tanks so he may get the gas from any supplier he chooses.
2)I will take off $100 for a restocking fee plus an additional .25$ per gallon.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As it says in delivery portion of contract that is being referenced, "all deliveries of said propane shall be made on Seller's regular route system." The last time I received a delivery of propane was 2/3/15, nearly 60 days before end of contract. No attempt was made to deliver remaining balance and further more no attempts to deliver after contract ended. Hence the seller failed to meet their end of the contract the contract is becomes void and remaining balance on account shall be refunded.
Final Business Response /* (4000, 13, 2015/12/11) */
I was called today to see if I wanted to make a rebuttal to the complaint filed against MS Propane. I believe the first response is enough. It can be closed
Final Consumer Response /* (4200, 15, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The lack of professionalism and customer service is why I ask the Revdex.com remove any thing positive about MS propane and to publish information about how poor MS propane treats their customers, especially the manager they have running the business.

Initial Business Response /* (1000, 5, 2016/02/25) */
Mrs. [redacted],
MS Propane has terms and conditions like all businesses. Part of that is to protect you and to protect us as well. We loaned you a tank and connected it by "manifolding" to your tank. This is a practice we do for people who own...

their own tank and need more capacity. You own a 250 gallon tank. We had a 500 gallon MS Propane tank connected to this (Manifolded together). We chose to remove our 500 gallon tank for a number of reasons.
1) You already own a tank and did not use enough gas to justify my 500 gallon tank being placed at your house for No Charge which we never charged you a rental fee for borrowing our tank.
2)You are a habitual out of gas customer. Meaning, you do not call until you run out of gas. For example: on 1/6/16 you ran out and we made a special trip to fill your tank. You requested only 200 gallons (the minimum delivery) and that put our MS Propane tank to 40% that was on your property. On 2/8/16 you called MS Propane to come fill your empty tank, again you were out of propane. Our company policy states that you need to call at 20% for us to have time to put you on route to keep you from running out of gas. This is in our terms and conditions, on our tank lease agreement, and you where told when you ran out.
None of these times, did we charge you an "out of route" delivery fee. The cost is between $75-$150. I don't like charging customers, I would rather give them the opportunity to correct their actions by explaining our policies. But, you did it again one month later.
You also where never charged for systems checks fee of $35 for running out of gas.
3)You order the minimum delivery every time, 200 gallons. You already own a 250 gallon tank so why have 750 gallons of capacity if you never fill them up.
MS Propane staff has documented where we offered you the keep full program, meaning we stop by when we are in the area to top off your tank which makes sure you never run out of gas. You where also offered Level Lock (a budget billing payment plan) and Pre Buy both programs to help out customers save money and be on route. You declined all.
We felt the proper action was to part ways before we had more issues. Also, you where burning gas you did not pay for the week of 2-8-16 through 2-12-16. I did not charge you for the propane, out of route fee, or the systems check (again). We made a decision that we should remove our tank from your property. Furthermore, that weekend was not the coldest of the year, far from it. Actually it was quite warm we gave the entire company the weekend off.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your company does not charge a rental fee to any of your customers. So I am not sure what you are getting at when you say you never charged us a rental fee when you loaned us the tank. Or how we could have a lease agreement when there is no money exchanged. When I asked about an agreement, I was told directly to the customers when the tanks are installed. If there is in fact a lease agreement, we would like to have a copy of it. It has been twenty years and there is nothing in our files that I can find. If you were taking the tank because we were habitual "out of Gas' customers, then how come nobody mentioned that during any of our conversations? This is the first time we have heard that was a problem. We called at twenty percent in January, but by the time you made it out here, it was less, but not empty. There was notation on our receipt that you had to run a leak test or that the tank had been turned off. I admit we were out of gas on the eighth. That kind of took us by surprise since we had just purchased gas in Jan. Your out of route fees have never explained to us. And once again there is nothing on any of the documents I have received from your company, that reflects you even have those types of charges. I would assume most companies would have similar charges and that would definitely motivate someone to be on top of their propane levels. Most of the time we are not here when the gas is delivered, but even when we have been there has not been any discussion about any of your policies or your disappointment with us as customers. Nobody has mentioned anything when we call in our orders or payments to the Fairgrove Office. I would like to see your documentation. know who spoke with me and when that was. We would have been more than happy to pay for the systems check if we had been told we needed to. When I have called to order propane, nobody ever said there was a problem with the amount we were ordering. I am pretty sure we filled our tanks a couple of times last year. It does not make any sense to me that anyone would decline a program that would better fit their needs. It would have been a lot easier to have a regular monthly bill, then these unexpected ones. Our three foster daughters have moved out and it is just the two of us now.. so our needs have changed. We would have not reason to decline an offer that would be better for our family. It does not even make sense that we would act like that. We would not have had any problem with you taking the tank, if you had just notified us. We came home in shock when we noticed it was missing. We thought someone had stolen it and it was very upsetting to us at first. Then we realized that the other tank had been hooked up, so we assumed it had to be the gas company. [redacted] kept insisting that he checked the other tank and that there was gas in the tank. It was empty. We were not able to get anyone to even come out until the 16th, because the weather was so cold and they were trying to take care of their own customers. We asked you for a copy of your polices and we [redacted] do not have them. Your safety information is printed on the backs of your receipts. Your statement about the nice weather is not true. The high and low temperatures recorded in Windyville for the 12th, 13th, 14th and 15th of February, were: 36/19, 27/13, 36/24, 46/25 respectively. It was not 'quite warm' . Monday it started to warm back up. I have looked at your bills, your receipts, and your welcome letter and have not found any documentation supporting your minimum use charge of 400 gallons. We ordered 200 gallons in Jan and 200 in February, so we are not quite sure how you have calculated that we are not using 400 gallons. We may have had gas left over from when we filled them. I am guessing if you average our usage, we might not be using 400 gallons per month. If two people do not use that much gas, then they do not use that much gas. There is no way we would be hurting your company intentionally. Of course we used the gas we ordered. We had not idea there was any problems. If were are such bad customers, then why would you not charge us for the gas we used? We never requested the tank to be removed, so how can we be responsible for an additional the out of route fee and systems check? We have been customers for over twenty years. Our parents live on our property as well, so we often time tried to order gas at the same time, so the trip would be worth your time and effort. I am just at a loss when it comes to your comments about us. It is your tank and you do have the right to move it, but once again, the way it was done was unfair and nothing about it has been right. One of your employees made a comment that we should not have had to go through that, and they were sorry it happened. Thank you, [redacted]

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Address: 50 West St, Freeport, Maine, United States, 04032-1126

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