Modern Gas Sales, Inc.

[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I HAD TO USE A KEROSENE HEATER AND AN ELECTRIC HEATER, BECAUSE THE FURNACE WAS NOT WORKING, THERE IS NO WAY THAT I USED THE PROPANE!!! THE TEMPERATURE GAUGE FOR THE FURNACE DID NOT WORK AND THE FURNACE WOULD NOT TURN ONNot quite sure where you are so sure that your driver is so hones, probably because YOUR BUSINESS IS NOT HONEST!!! Not quite sure where I am suppose to believe your lies, SINCE I KNOW THE TRUTH AND I AM NOT CHANGING MY STORY, BECAUSE IT IS NOT A STORY!!! I WILL NOT PAY FOR FUEL I DID NOT RECEIVE!!! The furnace does not have a leak in it and I am not going to PAY FOR SOMETHING I KNOW I DID NOT RECEIVE Not quite sure how often you want me to keep telling you the same thingSo let me repeat myself again, I will not change my story because it is the truth and your company cannot or will not prove to me any differentlyYou have not come up with any proof and trying to give me a bill with the wrong coordinates on it, and then blame it on the computerWell the GPS can lock up all it wants, there should still be no problem with it telling the right time, but you can't seem to come up with a reason for that If I was lying I would just pay for it, but I am not lying and I will NOT AGAIN PAY FOR SOMETHING I KNOW THERE IS NOT WAY YOU COULD HAVE PUT gallons, because the furnace was only on for 1/weeks!!! Regards, [redacted]

[redacted] , Since you stated that you are refusing to pay for the last delivery, we will no longer service your account The evidence that you got the delivery is overwhelming and obvious, therefore we will pursue legal action to collect payment for the propane we know we delivered to you in good faith Please give us notice when we can pick up our equipmentRespectfully submitted, Don O [redacted] Manager Modern Gas Sales, Inc

Our company does charge a rental fee for low usage because even though the customer may be purchasing very little propane we still have to insure the tank and equipment on site We are also responsible for all and any maintence on the tank and equipment On 2-8-we did stop by the customers residence and although we didn't put propane into the tank because none was needed we still perioically stop by and check the equipment In regards to the $fee for termination of service on the back of our delivery tickets it is clearly stated that "Termination, interruption, of gas service or non routed gas delivery will incur up to a $service charge." In regard to this account we do feel as though we did provide the termination of service at a reduced rate which out company deems fair.Sincerely,Modern Gas Sales, Inc

I have reviewed the delivery history for this account On 9-24-the propane tanks were set at the customer location and then on 9-29-they were filled to 80% which is gallons All our new customers tanks are set with propane in them so that it gives the driver time to get to their location and finish filling their tanks The next delivery made to the customer was on 11-28-for gallons of propane The customer did contact our office and said that there was no way she could have used the propane It was at this point that our branch manager Don O [redacted] contacted the customer Don did explain to her that the gps coordinates on the bottom of the ticket were indeed wrong and that all customers delivered that day showed the same coordinates This does happen from time to time as the gps reciever connected to the laptop in the truck does freeze up from time to time Fortunately, we also have a seperate gps tracking device in each vechile which tracks each truck It doesn't interface with the laptops that is why we have two Don explained this to the customer but she didn't want to hear proof that we were at her location Don also spoke with the driver and the driver was familar with the delivery because he remembered the trailer didn't have any skirting on it This all leads to the fact that the delivery was in fact made The gallon delivery also ties in to the two month period between deliveries in question I also checked the average temperature data for October which was degrees and November which was degrees which does mean there would have been heat required and factor in the lack for trailer skirting and the usage will be more In this case based on the delivery facts the customer did use the propane and owes for the delivery

Our company policy clearly states "All unused gas is subject to a $.75 per gallon restock fee and up to $90.00 service charge for tank removal" If the customer turns over the signed service order dated 2-17-15 and looks under Termination Of Service it is clearly stated. In this case the refund do to the customer prior to the service charge and restocking fee would have been $177.65. With the full fees the deduction would have been $144.60. We refunded to the customer $87.65 ck# [redacted] which is $54.60 more than she was due. I don't know what the issue is with this customer since I feel we were more than fair. Modern Gas Sales, Inc.

We will remove our propane tank and the customer will get a refund less the charges incurred in the tank removal processThe customer could avoid these charges by using the propane currently in the tank and then calling us to remove it The customers previous delivery was on 5/3/and no payment was made until the sme day the tank was locked-out Unfortunately, if we didn't lock off the tank we probably still wouldn't have received payment as the origional delivery was severely past due.Modern Gas Sales, Inc

Where do I begin? In January/February 2013, Modern Gas filled our propane tanks with an unauthorized deliveryThe reason the delivery was not authorized was because the price had doubled and we could not afford it; we called MG and tried to resolve this; they were extremely rude and would not accept a partial paymentWhen we ran out of gas they would not give us a partial delivery, only a fithat we could not affordWe were very cold that February and March We are an older couple living on one income; 1) they slammed us with gas we could not afford; 2) when we couldn't afford it, they used unfair collection practicesThey send us to a collection agency, adding $to the balance due for "collection fees" and the removal of their tanks Modern Gas puts on a good face ($to the Go Joe telethon recently), but they are a nefarious company, not compassionate to the older population and our economic struggles, and not family-oriented as they portray in their commercials

Been a long time customer of Modern Gas. The last 2 orders for propane for last Winter did not come in a timely manor. On a will call, they tell the customer to reorder at between 20-30%. I did. Still almost ran out. I watched them drive right by my house. I called. Got excuses as to why no delivery that day. This Sept., I asked for a new tank & a fill. The day they were scheduled to come and replace the tank, a no show. I called the next day. No apologies, just excuses. New appt., a week later. The tech came swapped out tanks. He called for fill. Days later, still no fill. They are really going downhill. My recommendation: go with another company!

We have reviewed this accountWe issued a gas credit of $for the propane remaining in the tankThere is a service charge of $for removal of the tank and pumping out of the propane remaining in the tankI check in the amount of $which will be mailed out this Thursday 3-12- Modern Gas Sales, Inc

Yes, Modern Gas delivered gallons of propane at $1.79/gallon for a total of $on 11-25-to [redacted] ***, Kunkletown, PA ***, in error Tenant [redacted] did not order the propane and refuses to pay for it We were waiting and periodically checking for the gas to get to 15% so we can lock off and protect the unpaid propane I called the landlord, [redacted] , ###-###-####, he said [redacted] gave notice that she will be moving out 6-15- He said he has no one lined up at this time to take over the house and we can pick up the tanks to retrieve our unpaid propane after [redacted] moves outTherefore, after [redacted] moves out we will reach out to the next tenant to become a customer or pick up the tanks with unpaid propane if there is no new tenant moving in.Respectfully Submitted,Don O [redacted] Manager

This could have been resolved very easily had the customer simply paid the tank rentAs a business we are still required to insure the equipment at the customers location regardless of if they use any propane at allSince this customer only purchased a total of gallonsThere was a service charge to pick up the equipment and once the tank was brought back to our facility we had to remove the propane that was remaining in the tankHad the customer simply paid the tank rent fee they would have been able to use the propane up, but their refusal left us no choice but to pick up the equipment because of their refusal to pay the tank rent fee

Ran out of propane at least once each year for last yearsEven though I'm on automatic deliveryThey will not deliver if there is even a trace of snow or ice on your driveway, and they won't tell you they're not delivering until you call them wondering why you have no heatIn the past years, we've run out of heat timesWhen I've explained there are young children in the house, my "heating company" suggested I go buy a space heaterIf that's what your employees are telling your customers, you have serious reliability problems!

[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The heat was only on in the trailer for about daysAll the skirting on the trailer could have been off the trailer and there is no way I could have used that muchThere was no mention ever of the GPS coordinates ever being wrong on the billAccording to the manager, that was all he kept talking aboutAnd if the driver was at my trailer from 9:12-9:why is the bill printed out for 12:34? The truck coordinates for that time were *** -***This is someone else's property, not mine I will get you a letter from my landlord stating that he did not get the thermostat to me till the cold snap we gotI will be going to the media on this as soon as I get homeThis type of business practice is not something the public should have to be treated to.
Since their trucks have such great technology, they should be able to give the actual readings off the truck, which they have refused to doI am not paying for propane that they delivered to another location, which according to their own tracking information proves, because they feel they have a right to rip people off, and then try to go against everything they are so proud of stating is how they track these things.
Since all the manager went on about was how the GPS information on my bill proves they were at my trailerI find it hard to believe all of the sudden all this information is now wrong
Regards,
*** ***

I have credited the account $90.09. I credited back the second delivery and finance charges from the second delivery since there was a hole in the tank. I also credited an additional $which is the difference between what the customer normally uses approximately gallons and the
equipment lease charge which totaled 98.50. I took the $and subtracted $and arrived at the additional $16.31. I did speak to our office staff and explained to them that they should have came to this conclusion as well

I have issued a refund for $150.00. Check# ***

[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 spoke with D about the laws and returned the tank to the Avoca office, that is the office that is closest / serviced me
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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 Administratively Resolved]
Complaint:
I am rejecting this response because:The remaining gas in the tanks was paid for by me and the Modern Gas rep, Eric Megargel, had already advised me they would not issue a refund for unused gas and I would loose the amount I paid for the gas remaining in the tanksSince Modern Gas never provided a metered delivery ticket for the initial tank filling and charged me for gallons of propane without providing me with the documentation of the gas they say was in the tanks when they were installed, I feel they are in violation of the PA Propane Gas code, which clearly states that a metered delivery ticket must be provided to the customer.
Based on the above and the fact that Modern Gas did not uninstall the tanks, which was performed by my new gas supplier and all Modern Gas had to do was pitheir empty tanks, I am continuing to request that Modern Gas Sales, Inc., redact the charge for "Tank Removal" from my account, including all charges and fees added to the original amount and instruct their collection agency, Ability Recovery Services, LLC, to remove the disputed charge from my credit reportThe charge they placed on my account is nothing more than a retaliatory charge made to me because I decided to terminate their gas service rather than continue to be over charged by them for propane.
Regards,
*** ***

At one point our equipment was disconnected and another companies tanks were connected. We went back at a later time and our equipment was re-connected to the service location and it was not done by us. We are responsible for our tanks and equipment and under no circumstances is it
allowed to have a customer or another company reconnect our equipment because we are required to do a leak and pressure to ensure system safety. Our branch manager has photos showing our equipment reconnected without our knowledge or approval. The new propane supplier also used our regulator on this install which is also unlawful, as it is our equipment and they must supply their own tank and regulator. We do not feel that the charge billed to the customer was unreasonable due to the fact that our equipment tampered with which is a violation of the Propane gas code

In response to this claim the problem is that the customer never informed us that she did not want automatic deliveryIf a customer wants to be on a Will Call status they need to contact our office and request Will Call statusIn this particular case the customer requested and was placed on Will
Call on 2-4-We have many customers who pre-buy propane from year to year and then decide for whatever the circumstance that they no longer want to pre-buy propane and are then placed on market rateBeing that this customer has a good history with Modern Gas Sales, Incand she has had some difficult issues to deal with we are willing to reduce the cost of the delivery to $per which would reduce that particular delivery by $We are also willing to remove the past two months finance charges of $Please let us know if this is acceptable to the customer