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Reviews Paraco Gas

Paraco Gas Reviews (22)

STAY AWAY!!
THESE CLOWNS CHARGED ME OVER 1DOLLAR A GALLON MORE THAN ANYOTHER COMPANY!

+3

Have account, pay for recurring service and ran out 3 times
Worst company and worst customer service. Ran out of propane again for the third time and was told, basically, that I was lying. I said I would find another company and the supervisor said responded with "fine". I wouldn't recommend this company to anyone!

+1

Revdex.com:
The day after creating this complaint, all of my concerns were addressed to my satisfaction, unnecessary charges waived, and ambiguity removed from the documents I was asked to execute
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Mr. [redacted] was never sent a lease.  The Safety Check is required on all tanks, company or customer owned.  The fee , which we normally charge all customers, was wavied for Mr. [redacted].   Attached is the signed contract regarding the sales of the tank along with a follow...

confirmation letter additionally confirming the tank sale.We have no records of a lease being quoted or sent to customer.   If the customer has other documentation, please forward so we can review.  Samantha A[redacted]Corp Sales Support Manager

I wanted to follow up my voice mail with a message. I do see that you were able to get a delivery on the 5th of January. I apologize for any inconvenience that you may have experienced. We have been receiving a high volume of call this winter and we are making adjustments in our call center to...

better service our customers. We appreciate you being our customer and look forward servicing you in the future. Please feel free to reach out to me directly if you have other question about your account.

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 and the matter has been resolved.  Paraco Gas contacted me and resolved the issue.  Thank you for your help...

Revdex.com.
Sincerely,
[redacted]

Paraco bought the company (Island Propane) that serviced our second home in Westhampton Beach. They delivered propane gas to us for about a year and have come much less to refill the tank than their predecessor. Unfortunately, they waited too long, we ran out of gas, had a pipe break and flood the house. I have now waited for over 30 minutes to get someone on the phone to ask about them paying to fix the problem. Still on hold for a CS rep. I have heard that this has happened to many homes that are serviced by Paraco. They bought a variety of companies and now don't have the team or ability to service their customers well. I will update my experience when I speak to a representative.

01/15/2018 10:39AM - Just spoke with a manager named Eva, she apologized for the problem and asked that I speak with Dave Latouurell who would help me with this issue. I will keep you updated...

01/15/2018 12:20 - Spoke with Elizabeth Almonte, she asked if I could tell her what the damage is to the property. She said that someone from their insurance company will call me back within 24 hours. Will keep you posted...

[redacted]UPDATE[redacted]
3/5/2018 - While going into this with best intentions; Paraco gave me the impression they would be taking responsibility for the damage that they are solely responsible for by not delivering propane gas on a timely schedule. This resulted in a broken pipe that ruined over 2500 feet of wood floors, furniture, walls and more. They turned my claim over to their insurance company (Travelers Insurance) which was OK with me at first. After a couple of good calls with agents from travelers, they then turned it over to a person who's goal was to make sure they don't pay out any monies. It really sucks when you try to do things honestly and expect the same in return. Now I have to turn it in to my insurance company and let them fight it out. The end result will be my insurance bill will go up and I will be responsible for a $10,000 deductible. Not good Paraco!

[redacted]DON'T USE PARACO, they are not Honorable![redacted]

+1

I had been with bay gas for ten years ---Paraco gas raised by gas price and never informed me and charge me twice for a mistake they did----I have called and no one picks up or get a voice mail and when you do get someone they put it in the notes and say someone will call back in 2 days well that and now its 2 weeks and no response ---their customer service is horrible!

+1

Review: I switched gas companies because this gas company charged me 4.25 a gl last Year

And this year they Want 3.86 a gl to full my tank And now it's been over a month And

They still have not come to pick up they tank then they tell me I have to pay to have the tank pick up and it would be 85.00 to do so then they tell me I have to pay to have the gas pump out so they can move it and I like to know how there Gas can cost So much and the new Company Is charging Me 1.36 a gl just don't seem rightDesired Settlement: For them to come pick up they tank for free it's Their tank Not mine

Business

Response:

We thank you for brining this matter to our attention. We are still investigating . We appologize for the delay, we will respond with a full response shortly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

because the business is still looking into it So I'm waiting for the rest of their reply

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] called in on October ** 2015 to have his tank removed. The propane tank is a 330gallon propane tank at 15%. On November *, 2015 [redacted] called back in to see when the tank would be removed because the trailer park wanted the tank gone. There is currently a workorder out to remove the tank. The tank removal fee at the time of the request was quoted, $89.95 + tax.

As for the propane pricing, [redacted] has been billed in correlation to his usage, less than 100 gallons in a year. In October 2014 the price per gallon billed was $4.25. At the point [redacted] called in for a delivery this year , the price per gallon was lower, $3.86 per gallon. As for the pricing from the new Company, I cannot speak for their pricing, whether this is a onetime fill, a lock in rate to get a new customer or if the new Company is under the understanding that [redacted] uses more propane than he has in fact historically used.

We will do our best to expedite this tank pick up for next week, the week of December **, 2015.

Review: We cancelled our service with Paraco because we found another company that would provide us better service. When we cancelled on 8/**/15 and was told that the propane tanks would be put in the system for pick up. I called on 8/[redacted]15 to find out when the tanks would be picked up and was told by the customer service rep that they did not have any idea of when the tanks would be picked up. These tanks have propane in them and I am owed a refund. I also don't like that I have two propane tanks just sitting on the side of my house. Plus, there have been several Paraco trucks in my area, even on road road, yet the tanks are sitting there.Desired Settlement: I want the tanks removed ASAP and want a date on when they will be taken off of my property.... Otherwise I think I should be able to charge Paraco with a storage fee....

Business

Response:

While we regret the customer switching his propane service to another company, please be advised [redacted] tanks were picked up on 8/**/2015.Hopefully the customer finds this matter resolved. If there are any additional questions or concerns, we invite the customer to contact us directly at ###-###-####. ?

Review: I was a former propane customer of [redacted] in [redacted] purchased [redacted], then [redacted] then Paraco. Paraco required prepayment for all propane AND charged twice as much for customers that only cooked with propane $5/gal vs customers that also heated $2.50/gal. I have lived in my home at [redacted]. I was never required to prepay for propane and was never charged double what other customers paid regardless of useage.

Last year (2014) I called to have my tank filled, I had a small credit remaining on my account from 2012. I use 1-50 gal tank of propane per year plus all the small BBQ Tanks that I use year round for the grill and heating my shop.

They refused to fill my tank saying that the tank must be replaced and that they would begin charging me monthly for my tank and propane. They were increasing my annual cost from $250 to over $400 which was unacceptable. I purchased my own tank and filled it to use for cooking and contacted Paraco to come remove their tank from my property and to refund my credit balance as I would no longer need their services. I did not hear back from them in person but received several bulk letters advising they needed to replace my tank.

Earlier this year they had still not contacted me about removing their tank from my property and I advised I was charging them $20/mon storage for their tank on my property.

To date these fees are accruing with a current balance of $220 plus the credit balance on my account.

Today a [redacted] Propane truck arrived at my property at 11:00am to remove the tank. I advised the driver he was trespassing and that I was not contacted prior to his arrival that they were coming and I had not received the refund owed so me.

Paraco is taking advantage of their new clients obtained from the buyouts and charging fees that were never agreed to in the customers original contracts with their former suppliers. So not only are they charging exorbitant fees for low propane users they are also charging fees for any and all services/ etc that they can to boost net profits.

It is unethical and causing many seniors great difficulty in obtaining propane to cook and heat their hot water to survive.Desired Settlement: I want a refund of my account balance and the fees for storage of their equipment for 11 months @$20/month prior to allowing them to come on my property to retrieve their equipment.

These fees will continue to accrue until such time as the refund is received. Current balance is approximately $250 and will continue to accrue $20/month until resolved.

I thank you for your assistance

Business

Response:

Hello[redacted] was purchased by Paraco for the propane and [redacted] for the Oil. Paraco then purchased [redacted] has had an open account with Paraco since 2006 ([redacted] Acquisition). Paraco has required this account to be COD since December **,2008 due to payment history/issues during that time period.

On April *, 2013 James L[redacted] (technician at the time), had gone out to recertify the propane tank due to it being out of date. He determined that the tank did not meet the requirements to recertify and that it needed to be changed out. There have been no deliveries made by Paraco since December **, 2012. Paraco has made several attempts via personal telephone calls, automated telephone calls, and mailed letters to change out the tank to meet compliance standards to be able to fill the tank. As far as the claim to charge monthly for propane or a "propane lease" - this is incorrect informtion. We have no records of such charges being billed to customer. On May **,2015 a tank lease fee was applied to the account for a total of $69.12 (including tax). A finance charge has since been added.

On August **, 2015 [redacted] contacted Paraco via telephone and spoke with a CSR stating he has requested to have the propane tank removed 2 years prior, which there was no record of. [redacted] demanded a credit for storing the propane tank and he would allow us to remove the tank that he was not using when he received credit for the storage fees. It was agreed that a pick up workorder would be put out. Paraco technician attempted to remove the propane tank on August **, 2015 and [redacted] refused to allow us to remove the tank until we paid him storage fees. [redacted] cannot provide proof of a prior request to remove the equipment. [redacted] has had a $6.07 credit on his account since the 2012 delivery of propane . The tank is property of Paraco Gas and we have legal right to remove the tank from the property.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

MESSAGE FROMHOMEOWNER:Hello[redacted] was purchased by Paraco for the propane and [redacted] for the Oil.Paraco then purchased [redacted] has had an open account with Paracosince 2006 ([redacted] Acquisition). Paraco has required this account to be CODsince December **,2008 due to payment history/issues during that time period. MCS Respone: There was not payment history issues, Paraco demandedprepay because we only used 50 gal of propane per year and were considered alow usage clientOn April*, 2013 James L[redacted] (technician at the time), had gone out to recertify thepropane tank due to it being out of date. He determined thatthe tank did not meet the requirements to recertify and that it needed tobe changed out. MCS Respone: No Paraco rep had called to schedule a visit on ourproperty in 2013. They sent a blanket letter saying the tank was outdated andneeded replacement. We live on a **0 acre parcel and the back yard is gatedwith several dogs that would not have allowed this “recertification” to takeplace.Therehave been no deliveries made by Paraco since December **, 2012. Paraco has madeseveral attempts via personal telephone calls, automated telephone calls, andmailed letters to change out the tank to meet compliance standards to be ableto fill the tank. MCS Respone: Obviously Paraco doesn’t keep good customer comments whenwe call in otherwise they would have noted I was adamant that they refund all creditbalances prior to coming out to get the tank that was deemed unusable. As far asthe claim to charge monthly for propane or a "propane lease" - thisis incorrect informtion. We have no records of such charges being billedto customer. On May**,2015 a tank lease fee was applied to the account for a total of $69.12(including tax). A finance charge has since been added. MCS Respone: Why would Paraco apply a lease charge for a tank that wasnot usable ?? It appears Paraco is creating fees to help boost their netprofits. Are they positioning themselves for a sale?On August**, 2015 [redacted] contacted Paraco via telephone and spoke with a CSRstating he has requested to have the propane tank removed 2 years prior, whichthere was no record of. MCS Respone: Again I restate that either Paraco keeps poor customercomments OR the prior comments were lost when they upgraded/merged theircomputer systems.[redacted] demanded a credit for storing the propane tank and he would allow us toremove the tank that he was not using when he received credit for the storagefees. It was agreed that a pick up workorder would be put out. Paracotechnician attempted to remove the propane tank on August **, 2015 and [redacted] refused to allow us to remove the tank until we paid him storage fees.[redacted] cannot provide proof of a prior request to remove the equipment.[redacted] has had a $6.07 credit on his account since the 2012 delivery ofpropane . The tank is property of Paraco Gas and we have legal right toremove the tank from the property. MCS Respone: The above statement clearly outlines that Paraco understoodthey could not come on our property to remove the unusable tank until I was refundedthe money owed on credit and for storing the tank for 2.5 years. Again I must restatethat Paraco does not keep good customer notes. When they refused to fill mytank in 2013 I told them to get the tank off my property and nothing was done.Now 2.5 years later they want to take the tank without refunding the creditbalance and fees for storage and charge me a tank lease fee plus financecharge. Where is the consumer protection from their actions? When the gentlemanarrived from [redacted] (not Paraco) I respectfully asked him to leave our propertyas the refund was not sent as requested. He continued to sit on privateproperty with his engine idling for ** minutes. I again went out and asked himkindly to leave the property and he stated he was writing up his report. Iasked him to drive back out to the public highway to do so as he wastrespassing. At no time did Paraco call and schedule a pick up date, and if they hadI would have again insisted on receiving a full refund of credit/storage feesprior to allowing them on our property. We live on a private road well off thepublic highway.At this point I request a refund of $**0 plus written notice that thelease fees and finance charges are removed from my record and once the check isreceived I will place the tank adjacent to the public ROW for Paraco to comepickup.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

I have reviewed [redacted] account and log history and have found that were were attempts to contact [redacted] during the time period in question, we did attempt and inform him we needed to remove the tank. Below are those specific logs and a screen shot of these logs from our data base is also attached. 4/**/2013 UNABLE TO LEAVE MESSAGE TO HAVE CUSTOMER CB TO SCH APPT TO CO TANK MAILBOX IS FULL. 8/*/2013 ATTEMPTED TO CONTACT CUST @ [redacted] TO SCH C/O; UNABLE TO LEAVE MESSAGE MAILBOX IS FULL. **/**/2013 LOC* ATTEMPTED TO CONTACT CUST @ [redacted] TO SCH C/O; UNABLE TO LEAVE MESSAGE MAILBOX IS FULL. *2/**/2013 [redacted] FOR DEL----VERY LOW ALMOST OUT INFORMED NEED TO REPLC TANK - UNABLE TO DEL UNTIL TANK REPLACED....SW JAIME CAN SET UP FOR MON *2- **----HE INFORMED DONT SCHEDULE AND HUNG UP....JAMIE TO LEAVE REMINDER WO OUT TO FOLLOW UP IN JAN 2014In the nature of resolving this matter, we will remove the lease fee of $69.*2 which will bring the account to a credit of $2.*4. Refund will be processed after we have safely removed our tanks, which we have every legal right to do so. We have also contacted the Revdex.com Mediation department regarding this claim.

Review: On 6/*/15 we reported a smell of gas to paraco. Having just purchased the home and not having gas before, we consulted their website for guidance. The emergency number provided by the paraco website went to voicemail. No call was returned on 6/*. On 6/*/15 we returned home from work at 5:30 pm to find a service receipt stating to call the office, that gas was now shut off from the tank, and that upon their return, service can be resumed. No call was made and no contact was established by them, prior to paraco arriving and entering my property. When we called paraco, [redacted] (phone) & [redacted] (online), we were informed that the service center is closed and we will need to wait until tomorrow before anyone will be able to return to the property to inspect and resume service. We both work during the day, have two small children, and appreciate having a home with working heat and hot water. We have just recently signed up with paraco and cannot express how much this experience has left us with regret for that decision. [redacted] was quite helpful on the phone and this complaint does not in anyway constitute a reflection of his and [redacted]'s performance in this matter.Desired Settlement: I would like to outcome to be as stated on the paraco service receipt (dated 6/*/15), "When you get home we can come back & leak test the system and resume service". I am home, I am cold, and I have paid for service.

This also involves propane gas and is still an unresolved safety issue to ours and neighboring homes.

I also would like a detailed quote of the expenses to purchase the tank after our current contract expires with paraco.

Business

Response:

We appologize for the inconvience to the customer. Below is a summary of the events that transpiried: We received a voicemail on the morning of 6/*/15 alerting us of a gas odor. The CSR attempted to reach customer, but was only able to leave a voicemail. We did send a technician out on 6/*/15, with no one home, we were forced to lock the tank off to make sure the situation was safe. When the customer called back, we should have sent out the on call personnel that evening instead of waiting until the following day. We did send a technician back on 6/*/15 to resume service and make sure all was well with the system. There will be no charge for any of the additional visits to the customers home.Sincerely, [redacted]

Review: 10-**-14 charge for a unable delivery fee $54.26. I sent company a letter regarding this issue. I explained I never called for a delivery, I had 3/4 of a tank & did not call for a delivery and come and pick your tank because your business practice is undesirable. Received a past due bill 11/**/14 stating I owe them $140.82. For what I don't understand? I was never issued a contract with terms? I called there office to remove tank, and I should get a refund for my 3/4 of a tank. I was told it will take 2-4 weeks. I don't get this at all. I feel I am being ripped off! I feel I should not have to pay for this fees. Just come and pick up your tank, and give me my refund for my unused gas.Desired Settlement: I should not have to pay for fees for there incompetence. Issue me a check for 3/4 tank of gas.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Paraco Gas contacted me and resolved the issue. Thank you for your help Revdex.com.

Sincerely,

This company is an unmitigated nightmare from a customer service perspective. They apparently do not know how to dial out as they have yet return a call that was promised, both at the local level and headquarters. The reason for calling is the simple fact that this company does not know, from one department to the next what is happening, and don't seem to care, not at the local level or corporate.

Review: On 9/*/13 I called to have them pick up the gas tank at my house (the day after a gas delivery). They said no problem, it would take 2 to 3 weeks and I should disregard the bill for the delivery. I called them on 10/* to find out why I received another bill for the delivery and why they haven't picked up the tank yet. They said disregard the bill and they would call me back on 10/* to confirm the tank will be picked up. No one ever called. On 10/** I get another notice that the account is overdue so I call and they said to disregard the notice and they would notify the billing department. On 11/* I received yet another bill. I called and they said they sent out someone to lock out the tank (I never requested this!) which is something they typically do when a house is sold. They said they would submit an order for pickup. They also said I had ~$200 credit for what was left in the tank and they were processing the refund. Sometime around 11/** I noticed the tank had been picked up. On 11/** I receive another bill (~$98) for the tank lockout they performed without my consent. On 11/* I called about the lockout charge. They said that a manager would review the charge and call me by 11/*. I'm not holding my breath since they never called the last time they said they would.Desired Settlement: I want a refund for the gas that was left in the tank before the delivery, the charge for the delivery dropped since it was reclaimed, and the charge for the unauthorized tank lockout dropped. Additionally, they better not come back with a ridiculous charge for the tank pickup.

Consumer

Response:

At this time, I have not been contacted by Paraco Gas regarding complaint ID [redacted].

They sent me a refund check for $3.43 I was charged $85.62 for the tank lease and they changed the unauthorized "lockout fee" ($97.47) to a "tank pickup fee".

Sincerely,

Business

Response:

[redacted]

May **, 2014

To whom it may concern,

I am writing to let you know that we have removed the service pick up fee from [redacted]’s account and have sent [redacted] a refund on 01/**/2014 for $96.58. If you need anything more please feel free to contact us. [redacted]’s account has been closed and there has been no further requests from [redacted]

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

However, This response only occurred AFTER I filed a complaint with the Department of Consumer Affairs (#[redacted]-WEB) in January. So I took a total of 4 months to get this resolved (+3 months of my time and 2 weeks of the DCA's). It shouldn't have.

Sincerely,

Review: When contacted on December **, 2014 to get a gas delivery to a [redacted] disabled elderly 74 friend/neighbor with 24/7 aides whose house ran out of gas to cook and use dryer, I was advised it would take 2-3 days for them to deliver. When I advised them that this account is for an elderly disabled 74 year old, that did not matter. Evidently my friend's account was set up as a "will call" when she needed gas, which was news to her.

On December **, 2014, after obtaining another company to install gas tank and service on December [redacted], I contacted customer service to cancel the account. Delivery was stopped on the account, it would take 2 weeks for them to pick up their tanks and would charge a $115 + tax to do so (which is outrageous as it is their tanks which not only I balked at, but as I later found out, so did the power of attorney).

On or about February/March, Paraco happened to call while I was visiting my friend looking to speak with her. I advised them that the account was canceled back in December, 2014 by both myself and my friend's power of attorney and their tanks were still at the house. They advised they needed to hear from my friend directly to cancel the account. I handed the phone to her and she told them to cancel the account.

It is now May **, 2015, the tanks are still at the house and my friend received a bill of $92.33 for equipment leases!Desired Settlement: Close out the account and pick up the gas tanks.

Business

Response:

According to our records, we do not have an account for [redacted]. To protect the privacy of our customers, we would need an account holders name and account number, and the complaint coming directly from said account holder in order to respond.Thank you.

Review: Paraco was my propane provider for seven years. I always paid my bills promptly. In the summer of 2013, I decided to install a new propane heater. I asked Paraco to place a bid for the project. Their bid was not competitive, so I switched propane providers. After my new heater and tanks were installed, I called Paraco at the beginning of October 2013 and cancelled my service and instructed them to come and pick up their tank and issue me a refund for the remaining propane inside. To date, despite repeated phone calls, they have not done so.When I manage to reach their customer service department on the phone, they are always unhelpful, and usually rude and sarcastic. They refuse to provide a firm pickup date. They offer vague promises of "pickup windows." Those time frames come and go without any progress. I leave messages and my calls are not returned. Their reps have stated more than once that my problem is "not a priority" and they have made it clear for three months now that I am not worth their time. Today a customer service rep named Nicola put me on hold for ten minutes and then switched me to her voice mail instead of returning to the phone as promised.Desired Settlement: I want them to come and pick up their tank immediately. I want a full refund for the propane in the tank sent to me immediately. And I want an apology for their disgraceful attitude and conduct over the past three months.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Paraco Gas has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Yesterday while cooking my gas tank ran out of fuel. I have 2 tanks but last December Paraco Gas could not deliver or refill both tanks so I was down to one tank with no way of knowing how much gas was left. I called the phone number but had to leave a message because it was after business hours. Today, Tuesday, I called and was put on hold for 1/2 hour. When I finally received an operator, she was rude, short tempered and unhelpful. She talked to me as if I worked in the business when in fact I don't understand the specifics when "swapping out the tanks" or filling the tanks. All I gathered is this... if I want a special delivery it will cost me $200 extra or I have to wait close to a week for regular delivery and I have to be home, so I'll have to take the day off. Supposedly (according to their website) they have tanks with gauges and have auto delivery but these options were never suggested or offered. Every time I have to order a tank it is an ordeal and no one on the phone is helpful or nice. While on hold they claim that they might review the call for quality assurance. Obviously they do nothing of the sort or the same issues would not happen over and over. So it looks like I will not have gas until early next week and depending of if they fill or swap my tanks, I will be hit with all kinds of extra charges. Even payment is an problem. In the past I had to mail them a check before they made a delivery. I have oil service with deliveries for years and never had an issue. They leave a bill in my mailbox and I pay promptly with no issues. Oh... and the rep refused to put a manager on the phone. Just a horrible experience and it's not over. Who knows what is in store when they do bring the tanks.

Review: I purchased a property which had 2 Propane Tanks left from the old owner. I called Paraco (owner of the tanks) to start service with them but then decided to go with another company. Within 8 months time, I placed 4 appointments for them to pick up the tanks and credit me for the propane left in them (this is the law since I paid at my closing). Paraco neglected to make each of 4 appointments to pick them up. They finally sent someone when I wasn't home without my permission. A friend, unaware of the history, did not provide access to this unannounced stranger. I called Paraco for the 5th time and was told by the Regional Manager that arrangements would be made. The very next day, Paraco charged my credit card for $456.34 for a "re-stocking fee" even though I've literally begged for them to take these tanks back for 8 months and they neglected to do so. The biggest problem with this, is that I'm NOT THEIR CUSTOMER! These tanks were leased by the previous property owner and I've never had a relationship with Paraco except for asking them to remove these tanks from my property.Desired Settlement: I would like a full refund of this "re-stocking fee" for $456.34. I would then like the tanks removed from my property as soon as possible. I would like a check equal to the amount of propane left in the tanks (approximately 100 gallons) at today's fair market price. I am also considering a small claims lawsuit for the time I spent making countless phone calls, wasted appointments and taking off of work to make myself available for the tank removal appointments.

Business

Response:

Dear [redacted], .

I would like to submit the following response to the complaint issued by [redacted] dated Wednesday July **, 2013. I have reviewed the account and would like to report the following:

[redacted] purchased a house and called Paraco in October to open an account, filled out a Residential Supply Agreement and set it up on auto by pay credit card. We went to the property in October and per formed a safety check, which we require when taking on a new account. The safety check failed and was told he would have to run new gas line and removed floor heater from doorway. On October **, 2012 a service representative followed up by leaving a message with the findings.

[redacted] then called in on June **,to set up an appointment for us to pick up the tanks. The service representative set up and appointment for June ** and told him that we would let him know if there was an issue. He was then called on June ** to let him know that unfortunately the service tech was stuck on a job and wasn't able to get them but we would pick them up by June **. [redacted] became irate and started screaming at the Customer Service representative. He threatened to roll the tanks into the street and he was calling the fire marshal.

The next day the Service tech went to pick up the tanks. He was met by a gentleman and a dog at the end of the driveway and was told not to step foot on the property. When processing the work order, the service biller billed for the tanks that were left on the property. Since, he signed up as auto pay; his credit card was charged the next day.

In the meantime, he spoke with the regional manager and we arrange another pick up date. We reversed the charge that was made to his credit card of 456.34. There is a check issued for the refund of 96 gallons of gas that were in his propane tanks.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory however I would like to note that the response is extremely inaccurate. It seems this response was carefully written in order to deflect any responsibility and put blame on me. I assure you that after 8 months of dealing with this problem, losing 3 days of work, 4 missed appointments and a complete lack of attention to this matter by Paraco, that my patience had worn thin. By this time, I completely agree to being irate however I had no reason to leave these tanks I could not use on my property from October 2012 until June 2013. Many calls were placed during this time and [redacted] of the service department would always say "No one picked them up yet? We'll have someone there on Friday"...only for Friday to come with no pickup or call. This went on many times and I have voicemails from [redacted] from October 2012, November 2012 and March 2013 stating that someone would be by to pick them up. She is incompetent, rude and clearly told me "We'll get them when we get them" and hung up on me.

Review: I cancelled my account over a year ago. Paraco finally came to pick up their tanks in Feburary after a 12 inch snow storm, the tanks are located in my backyard there was like 2 feet or more of snow they could not get to them. I waited to the whether got better ran into one of their drivers and he said he would go out and pick them up. He never did. I called a couple of months ago and told them I would like them picked because now they are out of hydrostatic testing which could make them a danger on my property. I am still waiting due to them being out of hydrostatic testing it is not proven they can hold the pressure of the gas. I want them off my property and my refund for the gas in them. Filing this complaint will help incase one or both tanks do damage to my property that they will be responsible for. I heard this is a big problem with them, you think they would correct it to get more customers because all of this that go though it tell everyone about and I am a plumber by trade and when someone ask about a gas company I always tell them how Paraco treats me.Desired Settlement: I want the tanks of my property and my refund for the gas in them.

Business

Response:

[redacted] contacted Paraco on October **,2014 and requested that the Paraco tanks on his property be picked up, that he was in fact switching to electric because his water heater had an issue with the heating element. [redacted] advised that the propane tanks were just about full. The customer service representative explained to [redacted] that due to the existing winter schedule and the tanks being full, it may take longer to remove due to the inclement weather.

The tanks were attempted to be removed on March *, 2015 and we were unable to due to the snow. The workorder was then put out again several times and we were unable to get because we needed 2 men due to the tanks being full and the location, we would not want to put our employee or [redacted] at risk of someone being injured. [redacted] called in August and confirm that the workorder was still open to remove the tanks.

The tanks were removed 12/*/2015 at 70%, we will not be charging a restocking fee due to the delay.

We appologize for any inconvience this has caused [redacted].

Donna H[redacted] Hudson Valley Office Service Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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Description: GAS-PROPANE-EQUIPMENT & SUPPLIES, GAS-PROPANE

Address: 21990 State Route 22, Hoosick Falls, New York, United States, 12090

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