Quarles Petroleum, Inc

I had gas service with Another Company for years no complaint. Their prices were always fair and almost all of the time they filled my tank the price they charged was under, sometimes 50-40 cents per gallon under, the price listed in the US government published rate for my area. I found two times they were over the listed average price but it was on 2-4 cents per gallon. Quarles bought out my old provider, Revere gas, and the price jumped to 40 cents over the EIA listed price on my first delivery, OVER the us government's listed price for propane in my area for that week. I called and complained and they issued me a credit but still I could get propane in the area from a cheaper supplier than their reduced price. I have an in ground tank which was provided by Revere 19 years ago and the new provider said they would give Quarles a brand new tank for my old one in the ground. Quarles said no. I would have to but it or pay to have it dug up. When I went with Revere gas they said if I ever wanted to switch suppliers they would swap tanks. "That they do it all the time". Quarles who has bought the largest suppliers of Propane on the Northern Neck of Virginia has changed that policy, in my opinion, to monopolize gas distribution in this area. I am currently contacting other state agencies and the Federal trade commission to see what can be done about this as this is a very poor area and I believe our community deserves better in my opinion.

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that their response does not address my complaint regarding Quarles not informing the consumer/customer of any changes in their delivery policies under situations deemed outside the normal. Quarles lack of communication with the customer is at the heart of my complaint. And based on the differences between the telephone discussion I had with MrR*** and the letter submitted in response to my complaint, the communication issue persists. Although MrR*** had mentioned that the Governor of Virginia had declared a state of emergency during our telephone call, I do not recall him stating that when that happens that Quarles than does a prioritization based on "Auto-fill" versus "Will Call" delivery. My recollection of the telephone call with MrR*** is that it is not Quarles policy to give priority treatment to "Auto-Fill" customers over "Will Call" customers. I have attached a screen shot from the Quarles website which gives no mention of delivery policy changes in certain situations. The Customer Service Rep when we initially requested a delivery nor the Customer Service Rep when we called for an update on our delivery request, nor the Customer Service Supervisor nor MrR*** had mentioned the prioritization policy that would be applied in a state of emergency. Quarles had many opportunities to make the consumer aware and, in my opinion, continues to miscommunicate to the customer.Although I am fine with the resolution that MrR*** describes, I am rejecting the overall response for the reasons mentioned above. It is important that the consumer be made clearly aware of situations in which the policy for delivery of propane will change or be prioritized and Quarles failed to do that. It is essential that the consumer is aware so that they can make an informed decision on when to place their call for delivery.
Regards,
*** ***

After many bad expierence with customer service from other gas companies, I was extremely pleased with their customer service teamThey helped me in a professional and timely manner*** was my rep and she was extrememly nice and answered all of my questions! I will recommend this company to all of our customers!

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***@richmond.Revdex.com.org
Regards,
*** ***

Good Afternoon, I’m writing to you in response to case number ***We have spoken to the customer on 1/8/18, 1/09/18, 1/10/18 and on 1/15/18. On 1/4/ The Y***’s called to place an order for delivery to fill their “Will Call” account for Fire LogsThe order was taken
and logged into our systemOn 1/8/the Y***’s called back to check on the status of the delivery and were told that it would be five days from the order date before the delivery would be completedOn 1/11/the delivery was completed for a total of gallons. Will R*** Spoke with MrY*** on 1/15/to discuss his concerns and issuesIt was on this call that MrY*** told Quarles that he is looking for another providerHe stated that his customer service has been great up until this point. The Governor issued a state of emergency for the state of Virginia from 12/30/until 1/28/18 because of severe winter weatherDuring the time of a declared state of emergency Quarles does prioritize accounts that use propane as the primary heat source for heating their home and may move accounts that use gas as a supplemental heat source to a secondary position. Resolution:I have asked MrY*** to give us another opportunity to keep his businessI told him I will follow up with him in a few months to see if he would like to give us another try or help facilitate his move to another providerI did tell MrY*** that he can call me back if he makes a decision sooner. Thank you, Will R***
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Thank you for the opportunity to resolve this issue.   We have now spoken with the customer and have come to a resolution.  She did not recall that the tank was replaced in 2008 and not as old as she thought (from 2001). She told our operations manager, [redacted], that she was...

concerned that her issue did not get raised above the level of the branch manager. She also said that she had mailed a letter to HQ, on Mar 10th; we have not received the letter here at our Headquarters as far as we can find.  [redacted] said he had not received one and it does not appear on her account. [redacted] asked her what it would take to keep her as a customer and she agreed that a fair resolution is to meet us halfway on the difference.  We have written-off the difference of $300 along with the finance charges accrued. [redacted] agreed to pay the remaining $300balance.  We hope we have resolved the issue amicably and to the complete satisfaction of the customer.  I have attached a string of intercompany emails showing our research and inter-office discussion on the matter.  As of today, we feel this has been successfully closed.

Thank you for making us aware of this concern related to a customer’s account.  We have contacted the account holder and reviewed this complaint with her.  We apologized for the circumstances that caused her daughter to file a complaint.  The delivery was made on Tuesday and the...

account holder appreciated that we contacted her and made her aware of her daughter’s concern.  She stated that she was satisfied that we were able to resolve the issue and we provided some helpful tips for avoiding the circumstances that led up to the events.  We appreciate her feedback and will make steps to improve our communications.

Re:  complaint #[redacted]   Quarles appreciates the opportunity to respond to any customer concerns and misunderstandings.  Upon research of this issue, we found that there was a missed action by Quarles to follow-up after a call on Oct 28th in order to address Mr [redacted]’s...

concerns.  We did communicate by telephone, on Nov 3rd, and discussed the issues regarding tank ownership and propane pricing. There was an error made by a representative of Quarles regarding the cost of the tank as the agreement is over ten years old and the pricing had changed in that time frame. We also discussed that the price of LP varies based on location, amount of fuel consumed and general market variances.  An occasional purchaser of propane will generally pay a higher fee than a customer that uses the fuel as a primary heat source.   Also effecting pricing is the factor of who owns the tank.  If a customer has a Quarles owned tank, then Quarles assumes the responsibilities for safety checks, maintenance and meeting the regulations.  This factors into the price the customer will pay for fuel.  If a customer owns the tank, then the customer assumes all responsibilities and may be able to obtain better pricing on the fuel.    We have worked out an amenable resolution with Mr [redacted] and he has placed an order for Quarles to deliver propane.  Again, we apologize for the miscommunication and hope that this explanation provides insight on the workings of delivered fuel practices.   [redacted] Manager, Client Services Quarles

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Good Afternoon, I’m writing to you in response to case number [redacted]. We have spoken to the customer on 1/3/18, 1/5/18, 1/8/18. On 1/3/18  Sue [redacted] called to request a delivery for propane for her [redacted] gallons tank. Do to the heavy demand caused by record breaking extreme...

weather Quarles planned delivery routes to provide for the maximum number of deliveries. Unfortunately we failed to get MS. [redacted]’s delivery on a route in time to prevent the tank from running out of propane.  We made the delivery on 1/11/18 and the customer took a total of [redacted] gallons during that delivery. On 1/17/18 & 1/19/18 Will R[redacted] tried to contact Sue [redacted] via phone to discuss Quarles missed commitment, but we were unsuccessful. Resolution:We will continue to try and reach MS. [redacted] so we may come to a resolution. As is our Policy she will be receiving a $[redacted] credit for the run out as an automatic customer. Thank you,Will R[redacted] [redacted] [redacted] * [redacted]

Dear Mr. [redacted],


size="3"> 
This message is regarding Complaint ID # [redacted] – [redacted]
 
We greatly appreciated you sharing this consumer communication regarding this complaint.  I called and spoke to Ms. [redacted] on Tuesday, January 17, 2017 and discussed the issues she had with receiving her delivery. I assured her that we appreciated her feedback and that we had investigated this incident fully, and we have taken any necessary corrective actions.  She was appreciative of the communication and remains a Quarles customer for her propane needs.
 
We have completed our internal investigation and have communicated this with Ms. [redacted]. We consider this matter closed. 
 
Thank you for all that you do to foster ethical relationships between businesses and the public, and for your partnership with Quarles to ensure service excellence and a great public experience in everything we do.
 
Please feel free to reach me at any time should the need arise.
 
Kind Regards,
Steven F[redacted]
Vice President of sales and Marketing
Quarles Petroleum, Inc.
 
[redacted]

Dear Mr. [redacted],   This message is regarding Complaint ID # [redacted] – [redacted]   We greatly appreciated you sharing this consumer communication regarding this complaint.  I called and spoke to Ms. [redacted] on Tuesday, January 17, 2017 and discussed the issues she had with...

receiving her delivery. I assured her that we appreciated her feedback and that we had investigated this incident fully, and we have taken any necessary corrective actions.  She was appreciative of the communication and remains a Quarles customer for her propane needs.   We have completed our internal investigation and have communicated this with Ms. [redacted]. We consider this matter closed.    Thank you for all that you do to foster ethical relationships between businesses and the public, and for your partnership with Quarles to ensure service excellence and a great public experience in everything we do.   Please feel free to reach me at any time should the need arise.   Kind Regards, Steven F[redacted] Vice President of sales and Marketing Quarles Petroleum, Inc.   [redacted]
[redacted]

We have resolved the misunderstanding with the customer and the matter is now closed.  In follow up to the complaint, we reached out via a phone call to Mr. [redacted] on November 23rd and were able to speak with him and clear up the misunderstanding.  He stated that he...

appreciated the call and the further explanation of our business practices.

Dear Ms. [redacted],
 
...

This message is regarding Complaint ID # [redacted] – [redacted].
 
We greatly appreciated you sharing this customer communication regarding this complaint.  We strive for all Quarles customers to have a great experience with Quarles. 
 
We have completed our internal review of this situation and have taken the necessary steps to resolve the issue with the customer.  The manager of our Client Services team spoke with Mr. [redacted] on several occasions and we explained our procedures to ensure deliveries were made and recorded properly.  For this particular account, we also agreed to close the account as paid in full, and we are hopeful that Mr. [redacted] will reconsider his supplier decision in the future.  We consider this matter closed to the mutual satisfaction of both parties. 
 
Thank you for all that you do to foster ethical relationships between businesses and the public, and for your partnership with Quarles to ensure service excellence and a great public experience in everything we do.
 
Please feel free to reach me at any time should the need arise.
 
Kind Regards,
 
 
 
Michael B[redacted]
Vice President of Operations
Quarles Petroleum, Inc.

Re:  complaint #[redacted]

face="Times New Roman" size="3"> 
Quarles appreciates the opportunity to respond to any customer concerns and misunderstandings.  Upon research of this issue, we found that there was a missed action by Quarles to follow-up after a call on Oct 28th in order to address Mr [redacted]’s concerns.  We did communicate by telephone, on Nov 3rd, and discussed the issues regarding tank ownership and propane pricing. There was an error made by a representative of Quarles regarding the cost of the tank as the agreement is over ten years old and the pricing had changed in that time frame. We also discussed that the price of LP varies based on location, amount of fuel consumed and general market variances.  An occasional purchaser of propane will generally pay a higher fee than a customer that uses the fuel as a primary heat source.
 
Also effecting pricing is the factor of who owns the tank.  If a customer has a Quarles owned tank, then Quarles assumes the responsibilities for safety checks, maintenance and meeting the regulations.  This factors into the price the customer will pay for fuel.  If a customer owns the tank, then the customer assumes all responsibilities and may be able to obtain better pricing on the fuel. 
 
We have worked out an amenable resolution with Mr [redacted] and he has placed an order for Quarles to deliver propane.  Again, we apologize for the miscommunication and hope that this explanation provides insight on the workings of delivered fuel practices.
 
[redacted]
Manager, Client Services
Quarles

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted] The [redacted] of the company called me and apologized in full.  He also said that he is actively working to resolve the issues at his company.  He also [redacted] to try to make up for the bad service.

Thank you for the opportunity to resolve this issue.   We have now spoken with the customer and have come to a resolution.  She did not recall that the tank was replaced in 2008 and not as old as she thought (from 2001). She told our operations manager, [redacted], that she...

was concerned that her issue did not get raised above the level of the branch manager. She also said that she had mailed a letter to HQ, on Mar 10th; we have not received the letter here at our Headquarters as far as we can find.  [redacted] said he had not received one and it does not appear on her account. [redacted] asked her what it would take to keep her as a customer and she agreed that a fair resolution is to meet us halfway on the difference.  We have written-off the difference of $300 along with the finance charges accrued. [redacted] agreed to pay the remaining $300balance.  We hope we have resolved the issue amicably and to the complete satisfaction of the customer.  I have attached a string of intercompany emails showing our research and inter-office discussion on the matter.  As of today, we feel this has been successfully closed.

Thank you for notifying us of a complaint from a customer.  We strive to...

provide the best possible service, and when a customer feels that it fails to meet their expectations, it’s important for us to know in order to make improvements.
 
We have reviewed the scenario described by the customer and we have found breakdowns in our communications both in our conversations with the customer as well as our internal communications.  The [redacted] has contacted the customer by phone, on March 5th, and apologized for the less than pleasing results of our interactions and servicing of this customer’s new account setup and delivery.
 
We have issued a good will credit and advised the customer that we are doing everything we can to assist in his desire to switch fuel providers.  The customer expressed his appreciation and stated that it is apparent that Quarles does care for their customers based on our response to the issue he raised. 
          
Customer satisfaction and loyalty is important to us, and we need to continuously make improvements in order to have the opportunities to serve our customers by meeting expectations, and hopefully, exceed their expectations.
 
Thank you again for bringing this matter to our attention.
 
[redacted]