I ordered propane from Quarles on April 28, believing that I was well within their BuySmart discount window (I mistakenly believed BuySmart was an annual discount). Their customer service representative informed me that the discount program ran from Oct. 1 through April 30. However, my April 28 order was STILL a few days within the discount period. On previous orders, Quarles has delivered next-day or within 2 days. However, this time, my delivery took 8 days - I assume to be sure they were fully clear of the April 30 discount period end. I was billed their current (higher) rate. Their delay cost me an additional $57.35 versus the BuySmart lock-in price I paid for last October ($3.189). I believe Quarles should honor their discount agreement if the customer places their order within the lock-in period. Apparently Quarles disagrees when it comes to making a few extra bucks!
Quarles likes to park their Quarles commercial vehicles in residential neighborhoods. Rather than park their commercial trucks at their commercial offices they dump them nightly in residential neighborhoods. I have a Quarles truck that the employee parks in front of my residence, and then walks home because it appears he does not want the ugly Quarles truck he drives in front of his residence! Then on weekends he drives down in his personal vehicle and double parks next to the Quarles truck he dumped in my neighborhood to what I can only guess is get Quarles tools for his personal use. Called and spoke with Quarles many times and they refuse to correct this situation - and I am a customer! Lousy way to be part of a community and horrible response to a customer.
[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 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, [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/On 1/3/ Sue *** called to request a delivery for propane for her [redacted] gallons tankDo to the heavy demand caused by record breaking extreme weather Quarles planned delivery routes to provide for the maximum number of deliveriesUnfortunately we failed to get MS***’s delivery on a route in time to prevent the tank from running out of propane We made the delivery on 1/11/and the customer took a total of [redacted] gallons during that deliveryOn 1/17/& 1/19/Will R [redacted] tried to contact Sue *** via phone to discuss Quarles missed commitment, but we were unsuccessfulResolution:We will continue to try and reach MS*** so we may come to a resolutionAs is our Policy she will be receiving a $ [redacted] credit for the run out as an automatic customerThank you,Will R [redacted] [redacted] * [redacted]
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 and not as old as she thought (from 2001)She told our operations manager, ***, that she was concerned that her issue did not get raised above the level of the branch managerShe 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 $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
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 follafter 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 pricingThere 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 frameWe 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
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, and discussed the issues she had with receiving her deliveryI 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***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] ***
[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 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: [redacted] Regards, [redacted] ***
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
Please find [redacted] an internal string of emails following up on and tracking our investigation of this complaint We also have reached out to the customer following our investigation and feel we have satisfied his complaint in a timely and amicable manner Although we have evidence that the customer did indeed receive his delivery, we have credited his account with an additional $for his efforts and his less than optimal experience We also credited him an additional $for our run-out guarantee Please advise if we can provide any additional documentation or any further assistance
[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 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, [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/On 1/3/ Sue *** called to request a delivery for propane for her [redacted] gallons tankDo to the heavy demand caused by record breaking extreme weather Quarles planned delivery routes to provide for the maximum number of deliveriesUnfortunately we failed to get MS***’s delivery on a route in time to prevent the tank from running out of propane We made the delivery on 1/11/and the customer took a total of [redacted] gallons during that deliveryOn 1/17/& 1/19/Will R [redacted] tried to contact Sue *** via phone to discuss Quarles missed commitment, but we were unsuccessfulResolution:We will continue to try and reach MS*** so we may come to a resolutionAs is our Policy she will be receiving a $ [redacted] credit for the run out as an automatic customerThank you,Will R [redacted] [redacted] * [redacted]
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 and not as old as she thought (from 2001)She told our operations manager, ***, that she was concerned that her issue did not get raised above the level of the branch managerShe 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 $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
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 follafter 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 pricingThere 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 frameWe 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
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, and discussed the issues she had with receiving her deliveryI 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***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] ***
[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 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: [redacted] Regards, [redacted] ***
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
Please find [redacted] an internal string of emails following up on and tracking our investigation of this complaint We also have reached out to the customer following our investigation and feel we have satisfied his complaint in a timely and amicable manner Although we have evidence that the customer did indeed receive his delivery, we have credited his account with an additional $for his efforts and his less than optimal experience We also credited him an additional $for our run-out guarantee Please advise if we can provide any additional documentation or any further assistance