Pennsylvania Propane Gas Company Inc

Review: Approx 8:47 am on 2/8/14 I received a call from our [redacted] home- ###-###-####. We rent the home and our clients staying there indicated that they had no gas at the stove. See [redacted] complaint nbr [redacted] because these cases are intertwined. I called Pa Propane and got a recording with an emergency nbr. Spoke with [redacted] at approx 9:15 am on tele nbr ###-###-#### and told her that we had no gas. Also told her that the tanks read 80 per cent and 10 per cent. [redacted] said it may be a frozen regulator. She said she would get in touch with their technician [redacted]. Approx 9:26 am spoke again with [redacted] and she advised me that [redacted] was doing a personal job. 9:52 am spoke to [redacted] from her cell phone ###-###-#### and she advised that the technician ([redacted]) would not be out until he finished his personal job. 11:45 spoke again with [redacted] and she said the technician ([redacted]) was held up and suggested that I have my clients heat a towel in the microwave and wrap it around the regulator. When asked [redacted] why [redacted] does not leave his personal job to tco of his work job she said he was not on call that weekend. NO TECHNICIAN WAS ON CALL. The other technician that works for them was out of town that weekend. Just a driver to deliver fuel. That driver could not work on regulators and [redacted] would not come to our home that did not have heat until he was done with his job!!We called and asked our client if he. Would do what [redacted] suggested and he said he didn't think he wanted to do that. He then told me that [redacted] technician was sitting in his truck in the driveway. I asked him to go get the technician put him on the basement phone. Tech came on the phone and I asked him if he had a heat gun on his truck and he said yes. I asked him if he would get it and apply heat to the regulator. The tech did so and both gauges dropped to empty. He then shook both tanks and said to me "tanks are empty". At approx 12:03 pm I called [redacted] and told her we were out of gas.

[redacted] said she would call the driver on call to bring gas to our home. [redacted] called back and said the. Truck was empty and driver would have to go and fill the truck first. Truck arrived at approx 2:18 pm to fill the tanks. Furnace came on and was working as it should. Talked to [redacted] and asked why did we run out of gas. She said she would look into that on Monday when she got back into the office. Monday I spoke with her and she said she had a call into [redacted] and they were trying to see who dropped the ball on our gas delivery. Called office on Tuesday and spoke with [redacted]. She said she heard about the problem. I asked her when we were due for a delivery. She told me we were scheduled for a delivery on Jan 31. We were on a 4 week schedule. I asked her why that did not happen. [redacted] told me that [redacted] changed the delivery date. [redacted] then said "OH there is a problem and you need to talk to the owner. I will give you his email so you can contact him. [redacted] asked for our email address and she would send us his email address. We waited for the email that never came. I called back and she could no longer talk to me. Called office on Wednesday and [redacted] was back in office. I asked her why in the dead of winter with extremely cold temps and with no one at our home on a daily basis would she change our delivery date. [redacted] said that on Jan 7 we only gave you 70 gal. So I thought that you were not using that much gas. Jan 3 was your scheduled delivery date so she said she changed it to every 6 weeks. Doing that caused us to run out of gas about the time our guests checked into our mountain home. If we did not have guests checking in who knows what could have happened to our home from frozen pipes and water damage. My wife and I tried for days to talk to [redacted], [redacted], via phone and email to resolve the problem revolving around their changing our delivery date and failing to fill our tanks that caused all of the problems with our clients and [redacted] Inc. (complaint nbr [redacted] being handled by [redacted]). They send us a credit of $90 with the explanation of "[redacted] bill".

They should NEVER have changed anyone's date that is not approved by the homeowner. We were never notified of this at all. [redacted] has known for years that we are not in Pennsylvania for the winter. Have been gone In winter since 2009. We did a budget plan paying pa propane $250 a month from Oct 2013 until this July 2014. Does that entitle us to gas delivery on the schedule that was agreed upon!!!! This caused much stress for my husband and I for DAYS. Also my clients were going through all of this from Thursday nite til late Saturday afternoon. Thank God we had a separate propane tank for the fireplace only so they could burn wood. They used all of our wood. Had to get more wood that cost us approx $200 and reimbursed my clients $175 for what they experienced. Pa Propane refused to pay wood, client reimbursement or settle the dispute with Shane Shaffer, Inc.

My husband calls [redacted] at Pa Propane in The beginning of June as a result of a letter sent regarding the upcoming budget year. [redacted] tell him our budget is being changed from $250 to $179 and will be effective with June withdrawal from our bank account. I reconcile my checking account on July 3 and $250 is still being taken out. My husband calls and [redacted] say ok will change with July bill and will deduct $179 in July and do $108 in August for the overcharge. I call [redacted] on July 10 to make sure the deduction was changed. She said it was not. I asked why. My wife talked to [redacted] and said we better only pay $37 in August because of their 2 month mistake. Was not a nice discussion with [redacted]. Finally my husband talked to [redacted] and she said she did not talk to him. She don't know who did. We understand she is in charge of billing. She said she was only notified on July 3. I said no. I talked to you in June. [redacted] said we told her to deduct $179. HOW would we know to come up with figure. Finally she conceded and I guess realized she did talk to me and agreed to bill us for $37 in August and then go back to $179 in September. Do you see a trend here !!!!! First change delivery date on a home that is to occupied only when rentals are there and no one is told about it. Then deny to talk with me about a billing issue. It is not their busy season. Why was this billing issue not tco immediately after the phone call from my husband. Is this how they do business. Don't deliver fuel on delivery schedule and don't bill according to the agreement with them and their client.

I would like this issue be reviewed with complaint for [redacted] , Inc. My wife and I have had a very stressful experience with both companies and we feel we have been violated by both companies. We are innocent and are the victims of these two companies.

Sent from my iPadDesired Settlement: I want Pa Propane to settle the dispute with [redacted] Inc. We did not create this problem. It was a comedy of errors between [redacted] and Pa Propane. If Pa Propane would have filled our tanks on the scheduled date NONE of this would have happened at all. If [redacted] tech did the correct troubleshooting this would have been solved with a minimum callout of $99, which $90 credit was given to our account by Pa Propane with a note of "[redacted] credit".