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Revere Gas, Inc

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Reviews Revere Gas, Inc

Revere Gas, Inc Reviews (4)

Review: This company charges hidden fees. I had a gas leak and they wanted to charge me 87.00 to diagnose the problem. They did come out and unhook the gas and secured the line that day. They wanted to charge me 50.00 to unlock the tank so that I could have the line repaired. I decided not to use gas for cooking anymore so I called Revere Gas to come and pick up their gas tank that had 21 gallons if gas left in it. I also had money still credited to my account when I received the refund check it was for 90.94 instead of the 177.94 I was owed for the gas in their tank that I paid for. They charged me 87.00 just to pick up their tank and I was unaware of the charge until I called them about the check. They should have all the charges in their contract instead of charging people without their knowledge.Desired Settlement: 177.94

Business

Response:

[redacted]On August 11, 2014, you made contact with the Warsaw office to set up an account for a home that you were renting at [redacted] Revere Gas had been out earlier to pick up the tank at that location under another customer's name. We were unaware that you had moved in to the home. Your account was set up as a Will Call/Pre-pay account that required payment prior to having any services done. We came out and reset the tank at no charge except for the leak check fee of $50. A leak check is required for any service interruption, for your safety. On February 9, 2015, you called the office stating that your range/oven had made a loud booming noise. The Warsaw office dispatched a service tech to your home that same day to secure the tank to insure safety. The issue was with your range/oven, not with our equipment and it required a service call. There was no leak. Due to the payment status of your account, we let you know that the service call fee of $87 was due prior to scheduling the appointment for your range/oven. You stated that you would call us back. Eventually, you decided that you did not want to use propane, we picked up the tank, credited back for the propane that was in the tank at the price per gallon in which you paid and then issued a refund check. We have attached a copy of the Application for Service and Tank Lease agreement that you signed as well as a copy of back of the forms. The first term and condition states as follows:1. TERMS: The initial term of this AGREEMENT is twelve (12) months unless noted elsewhere. Thereafter, this Agreement shall continue in effect until either Revere or CUSTOMER terminate this Agreement with or without cause by giving thirty (30) days written notice to the other party by delivering such notice at P.O. Box 100, Hartfield, VA 23071. Termination fees will apply for Leased Equipment removal.We apologize for any ill feeling caused over the termination fee. Revere Gas has not charged a "hidden" fee. As you can see the lease agreement specifically states, "Termination fees will apply for Leased Equipment removal." If you have any other questions about the documents that you signed, please feel to contact the local office. Thank you.?

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: This business recently purchased the business Discount Propane. At the time we signed our agreement for propane delivery they did not disclose that customers purchasing less than 100 gallons of propane would pay a higher rate on propane (I.e. the current price for those purchasing over 100 gallons is 3.49/gallon and for customers who have only a 100 gallon tank and buy less than 125 gallons must pay 3.77 per gallon. This suddenly appears on their website.

This propane company cannot efficiently delivery propane to the Locust Grove Virginia area and takes 7 days to deliver. The make you sign an agreement that if they come out to deliver and the tank is less than 10% they charge a fee of $125.00. Their deliveries are slow.

On January 25th I contacted Revere Gas by email to request a propane delivery and noted that I was at 30% (you cannot call for propane delivery unless it is at 30%). I called Revere gas on Monday, January 27th to inquire on if I was on a schedule and to make sure they received my email and propane would be delivered (the weather has been 10-22 degrees this week). The customer service representative said I was on the schedule however she did not know when this would be delivered but please note it takes 7 days. I arrived to my home on Saturday, Januuary 31st after being out of town and discover no propane is delivered and the house is 40 degrees inside. My tank is on zero.

I contacted the after hours answering service (waited 20 minutes listening to music). Revere gas contacted me by phone immediately however the delivery man stated that he would have to charge me 300 dollars additional delivery fee for coming out on a Saturday.Desired Settlement: Apology , deliver the product I requested and no additional fee for being on zero because you quite simply could not deliver the product.

Business

Response:

Our customer initially signed a contract on 11/21/13 requesting to be a "Will Call" customer. Our contract specifies "(This) means that you will monitor the gas you consume, and contact us for a delivery when your tank gauge reads approximately 30%. ... A delivery fee may be charged if your delivery is required prior to our normal delivery route in your area........You should normally expect it will take up to 7 days for us to make a delivery."

On 11/27/13 we made a delivery to the customer without issue. Again on 12/17/13 we made another delivery to customer without issue. On January 2nd the customer sent an email to our office requesting a delivery, with the tank at 30%. On January 3rd our office responded via email, suggesting we put the customer on automatic delivery, and asked the customer to let us know how they wished to proceed. On the same day the customer responded (in part) saying "We can continue to call if this works for you guys. Whatever works is fine with me." With this response, the office was not sure whether to put the customer on auto delivery or leave them on "Will Call".

On January 25, (Saturday) the customer sent an email to our corporate office (which was forwarded to the local office) requesting a delivery. The tank was at 30%.

On an email dated February 1, 2014 (Saturday) the customer stated that they called the office on Monday January 27th to "make sure I was on schedule to receive propane and a young lady said I was on the schedule however it takes 7 days for propane." The customer was very upset and did not want to pay a special delivery charge.

On 2/3/14 a delivery was made to the customer (9 days from 1/25).

First, we would like to apologize to the customer for the confusion and delays. Obviously we missed the delivery schedule by a couple of days, when in fact we would have much preferred to deliver her gas in less than 7 days. In addition there was confusion on whether or not the customer wanted to be on automatic fill. We should have followed up with the customer. This has been discussed with the staff in the office. In our opinion, automatic fill would have eliminated these issues.

Due to our errors, the customer was charged $.63 per gallon less than our posted price, and was not charged a special delivery fee.

Unfortunately, this year the propane industry experienced an unprecedented change in gas pricing, ultimately as a result of:

The U.S. propane inventory level setting new 5 year low marks since November

Greater than normal crop-drying in the Mid West

Extreme cold in the East and Northeast

Increased exports of propane Europe and Japan

Pipeline and rail issues

This is all mentioned to point out that the Revere offices were extremely stressed during the January time period. We had just opened a new office, with new customers, many who were using more gas than accustomed, at higher prices. This was not only stressful for our office employees but our customers as well.

We hope our customer (who wrote this complaint) understands the situation we were in and gives us another chance to serve her account as it should be done. Revere Gas has been in business since 1942 and we value all of our customers.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Customer request that Revere Gas not lie to its customers or the Revdex.com. This customer ([redacted] and [redacted]) did not make any complaints about an extra delivery charge at the time of any phone call and we were complete unaware of any additional delivery charges however at the time we ordered propane online via the internet through the Revere gas website, we noticed their advertising changed and a note was posted that anyone ordering propane under 1225 gallons would be charged additional fee (this was discovered on January 27th). I called to find out if I was on a schedule since it had taken so long. Revere gas contacted this customer on 02/03/2014 and the young lady on the phone stated that propane was delivered at 9:00 am and my tank was at 5%. I questioned the 5% because it was empty and had been empty for several days. We were without heat all weekend and we left the house to travel up north. We have returned again this Saturday, February 8th to a 34 degree home. We are still without heat and our tank is full. THe lines are probably vapor locked since the tank had been empty in the cold weather for several days due to lack of service. It is a SAFETY Hazard to fill a tank that is on zero and I suspect this is why Revere Gas called back to state it was at 5%. This is unethical and unsafe. I would think they would have done the right thing by checking the lines for any air locks or issues that would damage my heating system. The heat has not worked since they left. Please note we were not at home when the propane man delivered the fuel and no lines or additional charges are on my bill which make note of a safety check and line check prior to filling which should have been done prior to fueling my unit. There is absolutely no way this tank was at 5% upon delivery. Again this house was without heat for 4 days. I signed a contract as a will call customer stating this would be done and when I called I said the gauger was at zero and I have no heat. My heating unit is now not working. I have contacted emergency heating service through my Homeowners warranty to find out my problem. This company has clearly not been truthful in their reply to resolve my issue. As well, sent email to the Manager [redacted] requesting to be put on a scheduled service and he told me I should still continue to check my tank to make sure I do not run out. I have this in an email dated January 3rd.

He then asked how I wish to proceed. I want to be put on a service but heard nothing back because these guys clearly do not want to be bothered with filling my 100 gallon propane tank or I would have been put on a schedule. I was also told there was a Nationwide shortage and they themselves had no propane to deliver. If only they would have been upfront from the beginning when I requested propane. I could have contacted another company for propane delivery since they said (the girl on the phone) they had NO PROPANE for their customers. At least I could have taken other steps to get propane

Regards,

Review: On Tuesday, Feb 10 we checked our tank and saw it was at 20%, we called for a refill since we are "on call" customers and know it usually takes a day or two to get refilled (we live about 1 mile from the [redacted] Office and service station.) We didn't hear that there would be any service problems so we used the gas Wednesday and Thursday as usual.

On Friday Feb 13 we checked the tank again and noticed there hadn't been a delivery, despite the truck being on our street earlier in the day. I called the office and was told we were "in the queue" for refill on Friday and the delivery should be made. We waited until after 5, realized that the tank would not be filled - we emailed Revere Gas - and I turned off the pilot lights knowing we wouldn't get service until Monday; I didn't want to go below 5% and be charged for a leak test.

On Monday Feb 16, I visited the office in [redacted], I was told we were in the queue again for delivery, I mentioned we were in the queue last week and were at 10% and was told "we are trying"

It is now after 5pm on Monday Feb 16 and no refill nor any call or notice that we wouldn't get refilled.

There isn't much to do except for us to do but find a gas delivery service company that appreciates us as customers who pay on time and follow the rules. This wouldn't be a big deal, and we would understand if Revere had just been honest and told us we wouldn't get serviced. We could have made alternate plans and taken precautions during the extreme weather we have been and will be facing. Revere had several opportunities to let us know there were problems but they chose to just say "you are in the queue" and hope we went away, which we will.Desired Settlement: We'd like Revere to just adopt an honesty policy and respect customer needs as they apply for service. We have to assume that if you are missed on delivery one day, you go to the bottom of the list rather than the top of the list for the next day, an odd way of doing business. An honest reply on Friday or today saying they were over booked or had delivery problems would have been acceptable but to give false hope is unacceptable

Business

Response:

[redacted]Revere Gas would like to apologize for any inconvenience and ill-feelings this may have caused. The delivery technicians have been working in extreme conditions to keep our customers safe and warm. During these extreme winter conditions, priority delivery is given to those customers that are on automatic delivery and have primary sources of heat that use propane. Your dispatch was noted by the office on 2/10/15 and was in the open order system for a supplemental heating system with 20%. "Will-call" customer dispatches are handled based on percentage and a "need" priority during this extreme winter weather. We attempt to work these customers in while continuing to provide "keep-full" service to our automatic customers. "Will-call" customers are asked to call the office when their propane tank gauge is reading 30% and there is a 3-5 business day delivery period. Your delivery did not occur until the 6th business day due to the extenuating weather conditions. We apologize for this delay in service. To remedy this situation from occurring again, we would like to extend the offer to increase your propane storage and change your account to automatic delivery, free of charge. Again, we apologize for any inconvenience that this may have caused. If you would like to take advantage of this offer, please contact the local office. Thank you for your understanding in this extreme winter weather.

Consumer

Response:

Good afternoon,The offer is nice but we really don't need a larger tank nor do we need to be put on auto delivery. We were on auto delivery when we first opened the account and found the deliveries were too often, sometimes adding just a few gallons but being charged the "regulatory fee" for each delivery which increased the price per gallon to an unacceptable rate.The resolution I'd like is a predictable delivery after ordering propane. If it is 10 days, fine, we can plan and order in advance. The frustrating part of this was being told we were on delivery schedule day to day and never rose to the delivery priority until we formally complained. Simply saying you can't be scheduled for delivery until XXX date would have been fine. I do undertand the weather delay they had from the snow, but we were scheduled and the "driver had the ticket " for delivery for 2 business days before the snow fell.

Review: I am a 71 year old female with rheumatoid arthritis. On February 11, I contacted Revere Gas Co. and placed an order, with [redacted], for 150 gallons of propane gas. She asked what the capacity of the tank was and I informed her that it was at 3%. She said a leak test would have to be performed. I asked if someone had to be home, she said no, and gave me the price of $595.97 that included the gas, taxes and leak test. She said the gas would be delivered within 3-5 business days. The next day, Feb, 12, I received a message from [redacted] that the gas would be delivered on Friday, Feb. 13 and someone had to be home. I called her and informed her that that was not what she had said when I placed the order and no one would be home. I also asked why someone had to be home and why I was not informed when I placed the order. She said my house would have to be checked for leaks and if no one was home, I would not leave a key for a stranger to enter my home and a that I did not have any gas in my home as the fire place we had, at our request, had been turned off by the fire department years ago, She was not satisfied, told me I was just a call in customer and not a regular account and if I wanted a delivery on another day, I could pay $200 for the delivery. I informed her that her company had performed leak tests in the past and no one had ever been in my home. Again, [redacted] informed me that I could not get the delivery until a later date. As everyone knows, the weather has been very bad and temperatures have gone down to -12 and with my condition, I should not be in the cold. I now have no hot water, no heat because the 3% I had in my tank on Feb. 11 was now down to empty. This situation was not necessary if [redacted] had been honest with me when I placed the order. I did not know anyone had to be home, I did not know the truck only came to my area on Fridays and I did not know I was considered a second class citizen because I did not have an open account with them.Desired Settlement: I want the gas that I ordered and paid for delivered.

Consumer

Response:

The customer contacted Revdex.com and stated the gas was delivered this morning after the business was contacted about the complaint.

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Description: Contractor - Gas, Heating & Air Conditioning, Gas - Propane - Equipment & Supplies, Plumbing, Heating, and Air-Conditioning Contractors (NAICS: 238220)

Address: 11080 General Puller Hwy, Hartfield, Virginia, United States, 23071

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Web:

www.reveregas.com

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