I will let you know where are todayand circle back to the story.The company never charged the ***'s a recconect fee. We waived it for them. The day that she called complaining (the day of the recconect); the CFO of our company made a phone call
and left a number and the ***'s never called back. The day we received this complaint he called two more times; apoligized on the message and we have not gotten a return call. From our perspective until she contacts us again; this case is closed.Disconnecting our customers in a hard part of the job. Besided the notices that go out; the day of the disconnection we knock on the door to try and collect payment. In this case the husband was there. He said he had not recieved a bill since November, which was not true because they had paid November and December's bill. My service man waited for him. They called the office and called the wife; she then told us to call the husband back which we did. He did not answer. We take payments. We stood and watied while the back and forth when between the husband and wife. Unfortantely, our employees receive massive amounts of abuse on the phone when it comes to disconnections. I ask them to hang in there as long as they can because people are emotional. When verbally attacked they have every right to be firm back. To think that we would make up an email address is just silly. We waived the fee that day and apoligized for any confusion. We have made sure they will get paper bills not email. If they call back we will work with them any way we can
When customers first sign up with the company; as well as on an annual basis we send out the companies’ terms and conditions as well as safety information. In addition our terms and conditions are available on our web site. There is also a section that
describes the fees and charges by the company. Both discuss the process of getting credit back for propane left in the tanks and the charges associated with the process. Section of our terms and conditions is where you find our process. A couple of points; first of all the company policy is to refund the customers the lower of the price the customer paid or the wholesale price. Because *** *** was a long term customer; we refunded him the price he paid for the propane not the current wholesale price which is substantially lower. We did this as a courtesy to him. The tank at his house was full as such it weights over pounds. The company not only has to pick the tank up but also as our web site explains we need to go through the process of draining the tank before we are allowed to put it back in service. Because we gave *** *** full price for the propane; he got a little refund and did not owe for any charges
As a company I do not know how we can do more to disclose our policies. The customers are notified when they become a customer; they receive annual reminders with any updates, and all the information is always available on line with additional section explaining charges and fees that could be confusing. It this case we gave *** *** credit then was required. I am sorry he is unhappy about the situation; but do not know how we can operate in a more open and transparent fashion
Attached is the log made on our computer after our credit manager had talked to him:
SPOKE WITH *** * ***-OFFERED TO GIVE TEL#'S FOR HELP-I TOLD HIM WE TOOK OFF BUDGET FEB 25TH & SENT LETTASK WHAT WE HAD BEEN DOING WITH THE MONEY HE HAD BEEN SENDING
US-TOLD HIM IT HAS BEEN POSTED TO HIS ACCOUNT GOING TOWARD HIS BALANSAID DID NOT GET BUT ADMITTED HE HAD NOT BEEN OPENING OUR MAIL? TOLD HIM WE SENT NUMEROUS NOTICES BEFORE THAT EACH MONTH-TOLD HIM WOULD WAIVE REC FEE OF $SINCE HE HAD NOT BEEN DISCONNECTED BEFOWAS SOOOO ANGRY-I TOLD HIM I STAYED AFTER HOURS TO CALL HIM BACK & I WAS NOT GOING TO LET HIM BLAME ME BECAUSE HE DID NOT PAY HIS BILL OR CALL US TO MAKE ARRANGMENPUT HIS WIFE ON THE PHONE-SHE STATED NEVER REC ANY NOTICES--TOLD HER HER HUSBAND HAD ALREADY ADMITTED HE DOES NOT OPEN HIS MAIL FROM US? OFFERED TO GIVE HER TEL#'S FOR HELP-SHE STATED KARMA A BH & HUNG UP
I am not sure what the conversation was; but I do know that we did not charge them a re-connect fee which would have cost them $ I looked at the account and they were sent out notices about being behind on the budget plan starting in November More followed until they were removed We solicit out customers to be on the budget plan at least four times a year in the off season Once we get them on, we do all we can to keep them on If they do not make their payments; we have no choice but to take them off The customer currently has a credit balance on their account We are under the jurisdiction of the Maryland Public Service Commision We have never received a complaint from them Our price are more the competitive; we price that development cheaper then customers that have individual tanks
I talked to my credit manager; she relayed the story that she noted on her screen Despite being yelled at; she still waiver the disconnection fee I understand people get upset about their heat I fell she handled them the best she could with the anger they called with If customers are screaming and using abusive language; our employees are told they do not have to be abused I believe we handled the call the best we could They were angry and there was nothing that we were going to do to change it We credited the fee They paid the balance
I will let you know where are todayand circle back to the story.The company never charged the ***'s a recconect fee. We waived it for them. The day that she called complaining (the day of the recconect); the CFO of our company made a phone call
and left a number and the ***'s never called back. The day we received this complaint he called two more times; apoligized on the message and we have not gotten a return call. From our perspective until she contacts us again; this case is closed.Disconnecting our customers in a hard part of the job. Besided the notices that go out; the day of the disconnection we knock on the door to try and collect payment. In this case the husband was there. He said he had not recieved a bill since November, which was not true because they had paid November and December's bill. My service man waited for him. They called the office and called the wife; she then told us to call the husband back which we did. He did not answer. We take payments. We stood and watied while the back and forth when between the husband and wife. Unfortantely, our employees receive massive amounts of abuse on the phone when it comes to disconnections. I ask them to hang in there as long as they can because people are emotional. When verbally attacked they have every right to be firm back. To think that we would make up an email address is just silly. We waived the fee that day and apoligized for any confusion. We have made sure they will get paper bills not email. If they call back we will work with them any way we can
When customers first sign up with the company; as well as on an annual basis we send out the companies’ terms and conditions as well as safety information. In addition our terms and conditions are available on our web site. There is also a section that
describes the fees and charges by the company. Both discuss the process of getting credit back for propane left in the tanks and the charges associated with the process. Section of our terms and conditions is where you find our process. A couple of points; first of all the company policy is to refund the customers the lower of the price the customer paid or the wholesale price. Because *** *** was a long term customer; we refunded him the price he paid for the propane not the current wholesale price which is substantially lower. We did this as a courtesy to him. The tank at his house was full as such it weights over pounds. The company not only has to pick the tank up but also as our web site explains we need to go through the process of draining the tank before we are allowed to put it back in service. Because we gave *** *** full price for the propane; he got a little refund and did not owe for any charges
As a company I do not know how we can do more to disclose our policies. The customers are notified when they become a customer; they receive annual reminders with any updates, and all the information is always available on line with additional section explaining charges and fees that could be confusing. It this case we gave *** *** credit then was required. I am sorry he is unhappy about the situation; but do not know how we can operate in a more open and transparent fashion
The refund was credited back to the customers credit card last week as requested
Attached is the log made on our computer after our credit manager had talked to him:
H & HUNG UP
SPOKE WITH *** * ***-OFFERED TO GIVE TEL#'S FOR HELP-I TOLD HIM WE TOOK OFF BUDGET FEB 25TH & SENT LETTASK WHAT WE HAD BEEN DOING WITH THE MONEY HE HAD BEEN SENDING
US-TOLD HIM IT HAS BEEN POSTED TO HIS ACCOUNT GOING TOWARD HIS BALANSAID DID NOT GET BUT ADMITTED HE HAD NOT BEEN OPENING OUR MAIL? TOLD HIM WE SENT NUMEROUS NOTICES BEFORE THAT EACH MONTH-TOLD HIM WOULD WAIVE REC FEE OF $SINCE HE HAD NOT BEEN DISCONNECTED BEFOWAS SOOOO ANGRY-I TOLD HIM I STAYED AFTER HOURS TO CALL HIM BACK & I WAS NOT GOING TO LET HIM BLAME ME BECAUSE HE DID NOT PAY HIS BILL OR CALL US TO MAKE ARRANGMENPUT HIS WIFE ON THE PHONE-SHE STATED NEVER REC ANY NOTICES--TOLD HER HER HUSBAND HAD ALREADY ADMITTED HE DOES NOT OPEN HIS MAIL FROM US? OFFERED TO GIVE HER TEL#'S FOR HELP-SHE STATED KARMA A B
I am not sure what the conversation was; but I do know that we did not charge them a re-connect fee which would have cost them $ I looked at the account and they were sent out notices about being behind on the budget plan starting in November More followed until they were removed We solicit out customers to be on the budget plan at least four times a year in the off season Once we get them on, we do all we can to keep them on If they do not make their payments; we have no choice but to take them off The customer currently has a credit balance on their account We are under the jurisdiction of the Maryland Public Service Commision We have never received a complaint from them Our price are more the competitive; we price that development cheaper then customers that have individual tanks
I talked to my credit manager; she relayed the story that she noted on her screen Despite being yelled at; she still waiver the disconnection fee I understand people get upset about their heat I fell she handled them the best she could with the anger they called with If customers are screaming and using abusive language; our employees are told they do not have to be abused I believe we handled the call the best we could They were angry and there was nothing that we were going to do to change it We credited the fee They paid the balance