Ritchie Lakeland Oil & Propane

Dear [redacted] Thank you for your inquiry regarding our business, PUPpourri Pet Resort, case ID # [redacted] We appreciate the opportunity to fully address this complainLThe customer who filed the complaint (Customer #1) made a reservation for her two dogs at our establishment to staySaturday July 8" to Sunday, July 9thCustomers are informed of the hours for the piand dropoff days when they callto book their reservationOn Saturdays we are open from 8:OOAM-3:OOPMOn Sundays in June July, & August we areopen from 8:OOAM-10:00AM for pick-ups and drop-offs onlyThese hours are posted in our brochure, on our front deskon our front door, on our website, and on our FacebookThey are up-to-date, accurate, and have not changed in yearsThe staff in charge of speaking with boarding customers has all worked at our business for at least five years, so they are also familiar with conveying our hours of operation.The customer who filed the complaint showed up at our business when we were closed around 1:00PM on Sunday July 9“She failed to show up or call during our business hours in the morningAnother customer, Customer #2, arrived at the business around this time and saw Customer #and her significant other standing on our front porchHe thought he could bring his dog for cheduring this timeHe found the owner of the business's phone, number, so he called to see what could be doneWe explained to him that Sunday hours are limited in order for our business to run most effectively.However, the owner was happy to accommodate him by giving him the option to bring his dog back at 5:00PM when our staff would return for another shiftAs previously stated, we are only open to public from 8:00AM-10:00AM on Sundays in JulyHowever, our staff works in split shift to still take care of the animalsTherefore, we were willing to allow him to bring his dog during a special 5:00PM drop off at no extra charge, as there was obviously some error or miscommunicationHe was very pleasant and appreciated the special accommodations.The customer who filed the complaint then asked for this man’s phone, so that she could speak to the owner of the business as wellShe informed him that she was told she could pick up her dogs between 1:OOPM-3:OOPM on SundayHe informed her that we have never had hours anywhere close to that effect, so she may have called a different place accidentallyShe proceeded to demand that he open the business for her immediatelyHe offered her the same resolution to return at 5.00PM when the staff was scheduled to return, as he was on his way home from being out of townShe proceeded to raise her voice and demand that he have a manager "get her *** over here” immediatelyAs she was being rude and vulgar, he hung up the phone rather than engaging in an argumentHis wife and daughter were both witness to the phone call as wellFurthermore, she now states in her complaint that we told her to pick her dogs up at 2:00PM.The owner of Puppourri went to the business at 5:00PM to inform the manager that there would be some pick-ups and drop-offs comingThe man who called earlier walked into the business and immediately apologized, as he realized he got us drop-off day and piday times confusedWe appreciated his honesty and his kind manner in handling the misunderstanding, so we insisted that he also receive a free day of boardingHe did not want to accept it, but we insisted.The owners who filed the complaint then came in to pick up their dogsThe manager calmly tried to explain to them thatwe ran on certain hours, and we were tying to accommodate their lack of knowing this by opening up after hours at noadditional chargeA reopen fee is $However, they still did not want to pay for the Sunday that their dogs spentin our careThe manager sought help from the business owner, who also tried to ex-plainAny business, such as bank,operates on specific hours, and we can't have staff reopening and disturbing everyone else’s pets at one person’s whimShestated that she did not want to hear any of this and proceeded to raise her voiceShe expressed that our philosophy was aterrible way to run a business, and we should provide a customer with whatever they want She stated her opinion on howwe should treat our customers, run our business, and did not want to pay for our servicesAfter explaining to her that wecannot return her dogs to her without payment for our services, she paid with a credit cardShe was informed that she didnot need to board her dogs here again, as we do not want her businessShe was rude, irrational, and looking for free services.During this situation, another customer (Customer #3) came into the storefrontHe had previously scheduled on the phoneto drop his dog off at 5:00PM for an additional feeHe sat in the storefrontand heard the exchange between Customer# and our staffCustomer #even stated to the business owner that the staff was emphatic about the hours, and he hadthem written on a piece of paperWe waived his $fee, as he had to witness a disruptive person, but he continued to act with courtesy and respect.When Customer #1's dogs were brought out to her, she was also given back bags of food for each dogShe was told her dogs did not eat much, as is common for their first time in a new place, with new people, and new dogsHer dogs were each given a bag of food that she brought from home Saturday morningBoth dogs chose not to eat the meal until Sunday afternoonWe would have again fed them their dinner around 5:PM, had they not been going homeWe do not force dogs to eat the first few meals, as this will only cause digestive upset if they are not ready to eatBeing in a new environment takes time for humans or animals to adjustIf a pet skips more than two meals, then we intervene with different methods to promote better eatingOtherwise, it will only cause the dog more distressWe chose to give her back the unused food in order to not waste her money.Both Customer #1's dogs had food and fresh water available in their room during the entire 1/days that they spent with usMoreover, they had some dog treats during their stay to keep them comfortableBoth dogs were friendly, happy, and playfulThey warmed up quickly to the staff and would have continued to do so even more if they stayed longerNaturally, they were slightly timid upon first meeting someone new, but they quickly came over for petting and attentionThey ran together in our large run and played outsideOne dog was a bit more high-strung than the other, but neither was exhibiting any signs of severe anxiety or stressAll of this attempted to be explained to the owner, but she was not satisfied and continued to argue and disagree.We have multiple witnesses to validate our claims, whose information can be made available upon request.As soon as the customer who filed the complaint left, she shared a very hateful review on our Facebook pageShe additionally posted to her own Facebook page that we starved her dogs and are a horrible business who lies about the care we provideShe solicited her social media friends, who have never used our establisliment, to give us low ratings and spread the word of our crueltyHer liable and slander has persisted for several days, and we have disengaged trying to have discussions with her in order to deescalate the situation.We have been caring for thousands of dogs for over yearsWe have loyal, returning- customers who board their dogs weekly, monthly, or yearly for long and short staysWe are inspected by the state several times a year to ensure our kennel follows appropriate care standardsWe not only always comply with inspection standards, but we also always receive very positive feedback and praise.Our goal at PUPpourri is not only to provide the best dog care, but to also provide good customer serviceWe were happy to provide both Customer #and Customer #with discounts for being patient, understand, and having to tolerate some unforeseen disruptionAdditionally, we would not have made the customer who filed the complaint pay for a second day of boarding, as a courtesy to go above and beyond to make a customer happyHowever, she had already started posting negative and information on our Facebook page before even picking up her dogs or discussing the situation with any staff.Moreover, we will not be bullied into giving away services that were properly performedCustomer #1’s dogs were not starvedThey were fed, given water, given attention, given love, and provided with safety during their entire stayWe even put them in our most expensive room at no additional charge, to ensure louder dogs in the main kennel did not frighten them during their first stay with usWe have security cameras to validate all of these factsCustomer #was given a free reopen fee and a free room upgrade, but she still did not want to pay the $per day that she agreed in signature to pay when, dropping off her dogs.All in all, Customer #was initially angry that she missed our business hours, and that we would not find a staff member to disrupt every other dog in the kennel to reopen at a time she demandedAfter we offered her a solution, she decided to focus on our “poor care” in an attempt to not have to pay for the services providedFurthermore, she continued to maliciously attack our business repeated on various web forumsLiving in the United Slates of America, she is entitled to her opinion and freedom of speechShe never needs to return to our facility, as we have a free market economyHowever, she has chosen to ‘‘take those xxxxxxxx down” using slander and liable.We understand that all of us as humans can make errors or misunderstand the way something could have been communicatedHowever,Sincerely,David N [redacted] Owner PUPpourri ResortKaren N [redacted] Owner PUPpourri ResortKierstin C [redacted] Manager PUPpourri ResortElyse E [redacted] Manager PUPpourri Resort

The charge is for a hourly rate to pick up the tank - a charge that all propane companies charge. We were told by the customer that he did not want the tank on his property anymore - which to us would mean - come pick it up, right? He is now stating that he never told us to pick it
up that we could leave it there forever, etc. that he didn't care. We are not harassing him - we are just sending out our monthly statements and he is calling after receiving them and screaming at any of the office staff that answers the phone that he is not paying for it, etc

We can split the bill in half

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
We took ownership of property with the rented Propane Tank from Ritchie in Jul/14.  The realtor and seller were informed prior and at closing that we had no plans to continue any propane plan.  We started receiving Rental fee invoices from Ritchie Sep/14 and called them to inform them that we were not continuing with any propane service.  They informed us that they would then remove the tank. Fine by me, their tank, take it.  That didn't end up happening till May/Jun/15 at which time they started sending me invoice for removal.  I don't believe I as new owner can be held liable for any costs for keeping or removing a tank I did not contract for or request.  All liabilities for that extended to the seller. It is not my responsibility to insure the seller followed through on proper notice to Ritchie.  I view it as extortion by Ritchie to recoup costs incurred from contract with Seller.Pay to keep it, pay to remove it, just pay.  I don't believe their claim would hold water in any jurisdiction. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] I appreciate the Revdex.com efforts to help me resolve this up I have to reject on similar grounds as last correspondence.  I never contracted with Ritchie for any service. Their agreement was with the seller of the property and not me. Any claims for payment for removal of their tank is with the seller.  I was given option to pay a fee for it to stay, or pay for its removal. To add to that Ritchie was not communicating in good conscious regarding the tank removal. There was no communication of charges, just an invoice sent. I believe their is deceitful approach ( pay if you want removed, or pay a rental fee to have it remain) would be easily supported as unlawful. Liability for their loss in contract with the seller cannot be passed on to me.  Half or any amount is acceptable.

Dear [redacted]Thank you for your inquiry regarding our business, PUPpourri Pet Resort, case ID #[redacted]. We appreciate the opportunity to fully address this complainLThe customer who filed the complaint (Customer #1) made a reservation for her two dogs at our establishment to...

staySaturday July 8" to Sunday, July 9th. Customers are informed of the hours for the pick-up and dropoff days when they callto book their reservation. On Saturdays we are open from 8:OOAM-3:OOPM. On Sundays in June July, & August we areopen from 8:OOAM-10:00AM for pick-ups and drop-offs only. These hours are posted in our brochure, on our front deskon our front door, on our website, and on our Facebook. They are up-to-date, accurate, and have not changed in years. The staff in charge of speaking with boarding customers has all worked at our business for at least five years, so they are also familiar with conveying our hours of operation.The customer who filed the complaint showed up at our business when we were closed around 1:00PM on Sunday July 9“. She failed to show up or call during our normal business hours in the morning. Another customer, Customer #2, arrived at the business around this time and saw Customer #1 and her significant other standing on our front porch. He thought he could bring his dog for check-in during this time. He found the owner of the business's phone, number, so he called to see what could be done. We explained to him that Sunday hours are limited in order for our business to run most effectively.However, the owner was happy to accommodate him by giving him the option to bring his dog back at 5:00PM when our staff would return for another shift. As previously stated, we are only open to public from 8:00AM-10:00AM on Sundays in July. However, our staff works in split shift to still take care of the animals. Therefore, we were willing to allow him to bring his dog during a special 5:00PM drop off at no extra charge, as there was obviously some error or miscommunication. He was very pleasant and appreciated the special accommodations.The customer who filed the complaint then asked for this man’s phone, so that she could speak to the owner of the business as well. She informed him that she was told she could pick up her dogs between 1:OOPM-3:OOPM on Sunday. He informed her that we have never had hours anywhere close to that effect, so she may have called a different place accidentally. She proceeded to demand that he open the business for her immediately. He offered her the same resolution to return at 5.00PM when the staff was scheduled to return, as he was on his way home from being out of town. She proceeded to raise her voice and demand that he have a manager "get her [redacted] over here” immediately. As she was being rude and vulgar, he hung up the phone rather than engaging in an argument. His wife and daughter were both witness to the phone call as well. Furthermore, she now states in her complaint that we told her to pick her dogs up at 2:00PM.The owner of Puppourri went to the business at 5:00PM to inform the manager that there would be some pick-ups and drop-offs coming. The man who called earlier walked into the business and immediately apologized, as he realized he got us drop-off day and pick-up day times confused. We appreciated his honesty and his kind manner in handling the misunderstanding, so we insisted that he also receive a free day of boarding. He did not want to accept it, but we insisted.The owners who filed the complaint then came in to pick up their dogs. The manager calmly tried to explain to them thatwe ran on certain hours, and we were tying to accommodate their lack of knowing this by opening up after hours at noadditional charge. A normal reopen fee is $20. However, they still did not want to pay for the Sunday that their dogs spentin our care. The manager sought help from the business owner, who also tried to ex-plain. Any business, such as bank,operates on specific hours, and we can't have staff reopening and disturbing everyone else’s pets at one person’s whim. Shestated that she did not want to hear any of this and proceeded to raise her voice. She expressed that our philosophy was aterrible way to run a business, and we should provide a customer with whatever they want.  She stated her opinion on howwe should treat our customers, run our business, and did not want to pay for our services. After explaining to her that wecannot return her dogs to her without payment for our services, she paid with a credit card. She was informed that she didnot need to board her dogs here again, as we do not want her business. She was rude, irrational, and looking for free services.During this situation, another customer (Customer #3) came into the storefront. He had previously scheduled on the phoneto drop his dog off at 5:00PM for an additional 320 fee. He sat in the storefrontand heard the exchange between Customer#1  and our staff. Customer #3 even stated to the business owner that the staff was emphatic about the hours, and he hadthem written on a piece of paper. We waived his $20 fee, as he had to witness a disruptive person, but he continued to act with courtesy and respect.When Customer #1's dogs were brought out to her, she was also given back 2 bags of food for each dog. She was told her dogs did not eat much, as is common for their first time in a new place, with new people, and new dogs. Her dogs were each given a bag of food that she brought from home Saturday morning. Both dogs chose not to eat the meal until Sunday afternoon. We would have again fed them their dinner around 5:00 PM, had they not been going home. We do not force dogs to eat the first few meals, as this will only cause digestive upset if they are not ready to eat. Being in a new environment takes time for humans or animals to adjust. If a pet skips more than two meals, then we intervene with different methods to promote better eating. Otherwise, it will only cause the dog more distress. We chose to give her back the unused food in order to not waste her money.Both Customer #1's dogs had food and fresh water available in their room during the entire 1 1/2 days that they spent with us. Moreover, they had some dog treats during their stay to keep them comfortable. Both dogs were friendly, happy, and playful. They warmed up quickly to the staff and would have continued to do so even more if they stayed longer. Naturally, they were slightly timid upon first meeting someone new, but they quickly came over for petting and attention. They ran together in our large run and played outside. One dog was a bit more high-strung than the other, but neither was exhibiting any signs of severe anxiety or stress. All of this attempted to be explained to the owner, but she was not satisfied and continued to argue and disagree.We have multiple witnesses to validate our claims, whose information can be made available upon request.As soon as the customer who filed the complaint left, she shared a very hateful review on our Facebook page. She additionally posted to her own Facebook page that we starved her dogs and are a horrible business who lies about the care we provide. She solicited her social media friends, who have never used our establisliment, to give us low ratings and spread the word of our cruelty. Her liable and slander has persisted for several days, and we have disengaged trying to have discussions with her in order to deescalate the situation.We have been caring for thousands of dogs for over 19 years. We have loyal, returning- customers who board their dogs weekly, monthly, or yearly for long and short stays. We are inspected by the state several times a year to ensure our kennel follows appropriate care standards. We not only always comply with inspection standards, but we also always receive very positive feedback and praise.Our goal at PUPpourri is not only to provide the best dog care, but to also provide good customer service. We were happy to provide both Customer #2 and Customer #3 with discounts for being patient, understand, and having to tolerate some unforeseen disruption. Additionally, we would not have made the customer who filed the complaint pay for a second day of boarding, as a courtesy to go above and beyond to make a customer happy. However, she had already started posting negative and false information on our Facebook page before even picking up her dogs or discussing the situation with any staff.Moreover, we will not be bullied into giving away services that were properly performed. Customer #1’s dogs were not starved. They were fed, given water, given attention, given love, and provided with safety during their entire stay. We even put them in our most expensive room at no additional charge, to ensure louder dogs in the main kennel did not frighten them during their first stay with us. We have security cameras to validate all of these facts. Customer #1 was given a free reopen fee and a free room upgrade, but she still did not want to pay the $44 per day that she agreed in signature to pay when, dropping off her dogs.All in all, Customer #1 was initially angry that she missed our business hours, and that we would not find a staff member to disrupt every other dog in the kennel to reopen at a time she demanded. After we offered her a solution, she decided to focus on our “poor care” in an attempt to not have to pay for the services provided. Furthermore, she continued to maliciously attack our business repeated on various web forums. Living in the United Slates of America, she is entitled to her opinion and freedom of speech. She never needs to return to our facility, as we have a free market economy. However, she has chosen to ‘‘take those xxxxxxxx down” using slander and liable.We understand that all of us as humans can make errors or misunderstand the way something could have been communicated. However,Sincerely,David N** Owner PUPpourri ResortKaren N** Owner PUPpourri ResortKierstin C[redacted] Manager PUPpourri ResortElyse E[redacted] Manager PUPpourri Resort.

Review: I ordered 250gals of propane, because they wound not deliver a full fill, unless I left a blank check or charged it for .10cents a gal more. I would not agree to this. so I ordered 250gals and placed a check under cover for this. Then they delivered 255 gals. and said I owe $7.79. I did not order 255 gals. I called them and I was told they do the best they can. Well I guess they should use their meter to stop the fill at 250. Or tell the person they can't control how many gals they put into a tank. I talk to the person that set up my tank and was told that with my tank setup that the driver can back right up to the tank and only have to pull out 10 ft of hose he should have been able to stop it with no problem if he was paying attention to it. This is a person that drove and delivered for 40 years, that set up my tank. Then they said it was only $7.79. well if it is only that much then you pay it. To me this is a company that wants the customer to service what they want. Not the company taking care of the customer. And if they looked at past history, I have always payed my bills. I know that their are companys out there that want my business. And if they would have done a fill it looks like it would have been a 100 more gals. To bad that's the way you do your business. I have sent the check in it will be the last check you receive from me.

Thank You for nothing [redacted]Desired Settlement: Refund what I didn't order

Review: They picked up my propane tank because I switched over to natural gas and tank 55% full of gas.I have seen no refund for unused supply.The tank holds 500 gallons.My last bill when I filled it was 3.99 a gal.I was willing to settle for 1.00 a gallon.Please help ,Thank you.Desired Settlement: Be refunded for unused propane.

Review: I had a broken gauge on propane tank since 1/2014, had no idea how much propane (for heating) that I had. It was reported to them numerous times and when I had to know the amount left in the tank for renting purposes, I told them I had to have this fixed by 6/12/2014. They were still not able to fix this, 6 months! I was forced to switch companies and now they are charging me for dropping them. This is truly poor business practice, they could not provide working equipment and now I am being penalized?Desired Settlement: They need to cancel this charge for changing companies because of their poor service practices

Review: I last year purchased a property which had a rented propane tank from Ritchie. The realator and seller were told we would not be interested in continuing that service when we purchased the property. We also called Ritchie to inform them the same. First they sent us rental fees (which we did not pay), after repeated calls they finally said they were going to remove the tank. Which is fine , their tank...remove it. Now they are sending me invoices for the tank removal. I refuse to pay for the remove since I did not contract the placement and they were aware of this. I contacted them again today, and they refuse to stop. I don't believe I can be held liable for services contracted with the prior owner and view this now as harrassmentDesired Settlement: Cancellation of charges. The contract was with the prior owner, not me and would follow same as any other obligation one contracted for.

I would also like it noted for others reference the harassing nature of the company and would caution anyone with using Ritchie

Business

Response:

The charge is for a hourly rate to pick up the tank - a charge that all propane companies charge. We were told by the customer that he did not want the tank on his property anymore - which to us would mean - come pick it up, right? He is now stating that he never told us to pick it up that we could leave it there forever, etc. that he didn't care. We are not harassing him - we are just sending out our monthly statements and he is calling after receiving them and screaming at any of the office staff that answers the phone that he is not paying for it, etc.

Consumer

Response:

Review: I have had a credit balance with Ritchie all year. Since my divorce (2003) I have never received gas unless I leave a check for minimum fill of 200 gal. I was leaving for a few months this year and (for the first time) signed into the keep refilll program. (My neighbor had run out and I was afraid) It was a hugh deal - I had to sign a form and submit a written request. I did this. I had $130.15 credit on their books with 65% full tank. Some folks were not able to receive gas and a shortage was pushing the price sky high. ($4.70/gal) In the summer I paid about $1.20/gal. The drive filled my tank to 90% and the charge for 120 gal of gas was $563.88! I immediately called and spoke to the head man and asked him to remove the gas as I had never ever been filled to 90% in my tank. I also spoke to other people in my area and they have never been filled to the 90% mark. I have photos to prove this percent. I was told that they would not remove it because I had signed the KEEP FILL document. This company is using me - the price was high and they wanted to capitalize on me. I do not deserve this and emailed this man again asking him to reduce his price or take the gas out of my tank.

I asked him to please respond or I would report him to the Revdex.com. I do get energy assistance and feel he is also is taking advantage of the situation. I do not have the money to pay this bill and Ritchie said I could take all the time I wanted and he would not charge me interest. I do not feel this is a just and ethical decision on his part - please tell me if he has the right to handle me in this manner.

I have no additional assistance money for this bill and do not feel this company used common sense - other people needed this fuel and I certainly did not need them to fill my tank to an abnormal high amount.Desired Settlement: Please remove the 120 gallons of propane that was delivered at the exhorbitent price. My neighbor told me that she contracts in the summer months at the lowest per gallon price. I asked the owner of Ritchie if he has this type of program and he said yes. I asked why I was never given this information and he said that I have to ask for it. I believe he does not support the elderly and takes advantage of my energy assistance dollars as well as mine. I do not plan to do business with this man if he does not have a conscience.

Business

Response:

Review: went to cancel propane contract has not been renewed for years and Ritchie comes up with a bogus fee for picking up his tank for $75.00 I called 3 other business [redacted] all said this is a bogus charge that there is no charge for picking up there equipment I told Ritchie I would not pay unless he sent me a copy of my contract with this charge highlighted he only responded with the bill he said he started charging this fee in august but never sent a notice to any of his customers just started charging this unfair feeDesired Settlement: I want this unfair charge dropped

Review: I had called the company on 3 different occasions and sent an email as my 4th contact regarding my request to remove the rental propane tank that I had at my property. I called first in late November 2013 to let the company know that I no longer needed the tank and I did not intend to renew the rental which expired in late December 2013. I was told as soon as the spring came it would be removed and no rental costs would be incurred. I called again around Memorial Day when I was told it would be removed within a few weeks. I called again around June 21st when I was told that a truck would be in the area within the next week. I was back at the property on July 3 and the tank was still there when we left on July 11th breaking all of the verbal commitments given to me over the phone. I then emailed on July 14th and the tank was finally removed on August 1. I received an invoice dated 7/30 for the removal fee of the tank. The inability of this business to honor my request on a timely basis resulted in lost time that I needed to complete projects around the areas where the tank and buried line were located. I subsequently asked the company to dismiss the removal charges due to their months of inaction. I was told that the company does not pick up tanks in the winter months, which I completely understand, but it does not dismiss the numerous points of contact I had to make to get resolution once the spring and summer time arrived. I replied with that sentiment and received a response that the reason my tank couldn't be picked up was due to another customer needing to have a tank put in and there were builder delays. I am not sure what the removal of my tank has anything to do with another customer other than it must have been the easiest thing for the company. Sometimes there is a price to be in business and meeting your existing customer's expectations before pleasing the next. The customer support I received was horrible and if the standard is that you need to contact a company on 4 different occasions is the precedent then they should reconsider why they are in business.Desired Settlement: I am asking the invoice for $75.96 be waived.

Consumer

Response: