SchagrinGAS Company

Attached you will find our response to the above complaint.Thank you.*** ***Credit Manager

Revdex.com:
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I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowTHE CREDIT ON MY ACCOUNT HAS NOT BEEN ADDRESSED *** *** has not been forthrightHer letter does not accurately depict the events , and more importantly, she has taken no action to correct the mistake Late eveningAs per my credit card company, The credit was not applied...she stated it would be immediate; I did not receive requested confirmation of credit because the charge had never been addressed! Instead of resolving this issue swifty with respect she began an abusive tirade with egregious commentary which sabotaged the positive credibility of professional courtesy experienced and expected by a loyal paying customer over ten yearsExposing the error was justification for her rage and refusal to offer any apology Outrageous behavior utilizing verbal assault diminishes customer base! (I have addressed the issue in detail submitted under" customer service".) Her strategy to paralyze with intimidating tone, ignoring request, people become confused with scare tactics, most seniors and disabled people would be taken advantage ofIt is of utmost importance that the company's reputation regarding this be addressed Seriously!! There should be in place a decorum to be followed in business if you have an anger problem , do not work in customer service especially billing!

Attached you will find our answer to the complaint.If you have any additional questions,please feel free to contact me.Thank you

Customer has a Service Contract with SchagrinGAS CoThis Service Contract does not cover Speciality FiltersThe cost of the filters was not disclosed to the customer by the Service Technician. I have spoken with the customer and we have resolvedthe above issue. Thank you. ***
***

Company representative Mike S*** was both courteous and extremely informative regarding their products, and did not attempt to oversell!
The guys who installed my air conditioning unit did a great job, and thoroughly cleaned up the premises both inside and out when all work was completed

I responded to this complaint on 9-25-On August 2, *** *** entered into a Underground Tank LP Gas Service Agreement with SchagrinGAS CoSchagrinGAS Cosupplied *** *** with propane as outlined in the signed agreementOn June 20, *** *** called office
requested information for a delivery stated will be selling house soon*** *** stated that she would keep us postedOn November 12, *** *** called in requested a delivery- she was out of propaneShe paid the amount needed and SchagrinGAS Comade a delivery*** *** did not provide any additional updates about selling the homeOn March 8, *** *** called in requesting a delivery possible short sale and only wanted a
partialSchagrinGAS Coagreed to a partial and the delivery was made*** *** advised our representative that she would keep us updated on the status of the home.On January 29, we received a call from a gentleman stated he is possibly purchasing the home not sure wanted information about our companyOn February 6, *** *** contacted our office about a deliveryShe stated settlement might occur in days*** *** did not take the delivery.On February 17, *** *** contacted our office stated the owner ( *** ***) is still in the property and he was not sure when or if he would be taking possessionOn February 17, a removal letter was sent to *** *** via registered and first class mailDue to no repsonse from *** ***, SchagrinGAS Coscheduled the removalThe removal was scheduled around weather conditionsSchagrinGAS Cowas refused access to the property by *** *** - stated we needed to deal with his lawyerSchagrinGAS Cowas granted access on June 27, to remove our company owned tank and equipmentSchagrinGAS Cobilled the removal fees as outlined in our signed agreement with *** ***Attached you will find a copy of the agreement and a copy of the removal letterIf you need any additional information,please contact me
Best regards,
*** ***
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Their response addresses only the LAST TWO visits & NOT all the dozen of others when the fireplace would go on all by itself in the middle of the night I want to be assured that if I have this same problem of the fireplace going on by itself, someone will come out & I will not be charged a service call.
I only want the fireplace to operate all of the time. I do not touch any controls except the on/off switch. I don't fiddle w/ temperature or wall switches at all. I told the tech that
Lin Dixon

Please see attached.Thank you. [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.
 Their response addresses only the LAST TWO visits & NOT all the dozen of others when the fireplace would go on all by itself in the middle of the night  I want to be assured that if I have this same problem of the fireplace going on by itself, someone will come out & I will not be charged a service call. 
I only want the fireplace to operate all of the time.   I do not touch any controls except the on/off switch.  I don't fiddle w/ temperature or wall switches at all.  I told the tech that.
Lin Dixon

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.

I am in receipt of your letter dated June 16, 2015 letter addressed to Revdex.com, 60 Reads Way, New Castle, DE, 19720. There are significant misrepresentations in the letter from [redacted] Credit Manager. First, I had notified Schagrin Gas in the latter part of 2014 and then multiple times since then about the severely deteriorated gauges on the 500 gallon tank. Calling to ask for more tanks AND possibly getting the 500 gallon tank replaced was an effort on my part to get any kind of movement from Schagrin Gas about the unsafe 500 gallon tank. [redacted] in the West Grove, PA office can vouch for the numerous times I called requesting something be done with the 500 gallon tank. After my repeated, long term attempts of getting Schagrin Gas to fix their unsafe tank, I did request that they remove it which they did. I was present when the tank was picked up. The servicemen were there for no more than 10 minutes. I did not get a bill showing the charges based on time and materials only a lump sum $215.00 charge. If a company is to bill someone for time and materials the charges should be spelled out what they are not a lump sum charge – time and materials means just that, time and materials – a cost that is different based upon what time is spent and what materials were used. Further, it is absurd that I have to pay Schagrin Gas to remove their unsafe tank. As to crediting the gas I just purchased at the price “at installation” – no one explained the contract to me when I signed it that “at the time of installation” would mean when the tank was originally installed, now 9 years ago. I took “at the time of installation” to mean when the propane was installed which in my case was April 24, 2015. This language, “at the time of installation” is ambiguous, and horribly unclear. In all the years I have dealt with purchases from businesses I have never had a situation where I was credited for a purchase I just made at a price from years ago. Who would do that? How could someone think “at the time of installation” didn’t mean when the propane was just installed? All the literature indicates that a 500 gallon tank is FULL when its 80% filled, 400 gallons. Further, the credit amount on Schagrin Gas’s statement is based upon a 400 gallon fill point on April 24, 2015 not a 425 gallon filled amount claimed by Schagrin Gas & for which I was charged 9 years ago. According to literature published by the LP Gas Code, the bleeder valve is designed so that during the filling process, when the propane going into the tank reaches 80%, liquid will come out of the opened valve. The bleeder valve is connected to the dip tube. The dip tube is to be fixed and set at length equal to 80% liquid level tank capacity. In other words, the tip of the dip tube is at the level equal to the container being 80% full. The dip tube itself should always be located in the vapor space and never submerged in liquid propane. Either Schagrin Gas is not in compliance with NFPA 58.4.4.3 when it filled their 500-gallon tank on my property or they are mistaken by their statement and charge of filling to an 85% fill amount. This is another point where Schagrin Gas is operating in an unsafe manner and deceiving me, its customer. Schagrin Gas in  their own  statements from  their June 16, 2015 letter are shown  to be in noncompliance with regulations, specifically NFPA rules adopted by the State of Pennsylvania, because they overfilled their tank on my property creating an unsafe condition in addition to the unsafe condition of the tank I had already repeatedly reported to Schagrin Gas’ West Grove, Pennsylvania office by telephone. Further, I believe that I was overcharged 9 years ago for 25 extra gallons of propane then under credited when they took the tank back 6/4/15 and misled about what “at time of installation” meant concerning credit cost of just purchased propane. I would hope at this point that Schagrin Gas will properly review my account with all of these details in mind and further, more importantly STOP their unsafe business practices and revise their contract language so it is clear, not misleading and fair to its customers. Sincerely,

Good morning,Attached you will find our response letter to Case # [redacted]Thank you.

Please see attached response. Thank you. [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....

THE  474.00 CREDIT ON MY ACCOUNT HAS NOT BEEN ADDRESSED....................... [redacted] has not been forthright. Her letter does not accurately  depict the events , and more importantly, she has taken no action to correct the mistake.   Late  evening.. As per my credit card company, The 474.00  credit was not  applied...she stated it would be   immediate;    I did not receive requested  confirmation of credit because the 474.00  charge had never been  addressed!  Instead of resolving this issue swifty with respect she began an abusive tirade with egregious commentary which sabotaged the positive credibility  of professional courtesy experienced and expected by a loyal paying customer over ten years. Exposing the error was  justification for her rage and refusal to offer any apology.   Outrageous behavior utilizing verbal assault  diminishes customer base! (I have addressed the issue in detail submitted under"  customer service".)  Her strategy to paralyze with intimidating tone,  ignoring request, people become confused with scare tactics,  most seniors and disabled people would be taken advantage of. It is of utmost importance that the company's reputation regarding this be addressed ... Seriously!!  There should be in place a decorum to be followed in business if you have an anger problem , do not work in customer service especially billing!

The above customer entered into a Gas Service Agreement on 12/30/14. SchagrinGAS Co. supplied Mr. & Mrs. [redacted] with propane. On November 22, 2016 a propane delivery was made in the amount of $ 738.37. On January 18, 2017 monies was received from Maryland Energy Assistance in the amount of $...

1,353.15.This was applied to the above overdue balance. On March 16, 2017 another delivery was made in the amount of $ 445.72. This delivery was deducted from the credit from Maryland Energy Assistance.On April 30, 2017 SchagrinGAS Co. was informed that Mr. & Mrs. [redacted] were moving from the property. SchagrinGAS Co. did a final fill on the tank to determine how much propane was left in the tank. A credit of $931.55 was applied to the account for unused propane. Since the monies on the account was received from Maryland Energy Assistance, a check was mailed to Cecil County Department of Social Services in Elkton, MD on June 15, 2017 in the amount of $ 1,162.07.  As per the terms of the Energy Assistance Program any unused propane or credits from monies received by Energy Assistance on the customer's account are to be returned to Energy Assistance.SchagrinGAS Co. complied with the terms of the Energy Assistance Program. Mr. & Mrs. [redacted] did not pay for the propane delivered in November 2016 or March 2017. The last payment received from them was February 2016. Sincerely, [redacted]

Please see the above response. Thank you.

Dear [redacted]Please refer to the attached answer to the complaint.If you have any additional questions, please feel free to contact me.Thank you.[redacted]SchagrinGAS

I'm moving to DE and wanted someone to install my water purification system that I bought in August and wanted installed in my new home. I spoke with a nice woman named Karen who said that could be done and she set up an account. Three days later a company rep called saying they only install equipment they sold. I asked for a referral and he laughingly said "good luck" we are the only game in town. I would learn to install the system myself before I would do business with such an indifferent firm.

Please refer to the attached response.Thank you.
[redacted]

We have been customers of SchagrinGas for 35 years ever since we moved to Delaware from Chicago. On occasions we have tried other companies just to see if they were better or cheaper but have always drfited back to SchagrinGas.
Recently we had a water boiler and chimney liner placed at the same time. The work was clean, professional and the crew was extremely courteous. The cost of the project was at least 20 % lower than other competitors. Mike S[redacted], the sales agent, explained everything in great detail and his integrity and clarity were obvious. We were very pleased and plan to continue using this company for work in our home.

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.
SchegrinGAS has not been truthful in this matter.  A representative named [redacted]" was the point contact Delaware Propane contacted requesting ownership transfer.  Being SchegrinGAS has not been truthful in my initial contact (asserting Delaware law Does not Allow them to sell tanks to customers) then changing the assertion in a subsequent phone call I had with them, I do not accept their representation of the discussion with Delaware Propane.  Delaware Propane has been quite open and honest during this ordeal and trust have represented the discussion accurately.
SchegrinGAS also shows in their response poor reference to the laws they wish to reference.  Title 16, Chapter 72 does define ownership of the tank.  Title 6 covers various matters but does not include a "Chapter 72". However, in Title 16 chapter 72, it only restricts the filling of a tank to the owner of said tank.
If indeed SchegrinGAS has - in good faith - made the tank available t0 Delaware Propane for purchase, I would like to see the evidence of this.  I am willing to make SchegrinGAS tank available to them for pick-up once I have replaced it with a Delaware Propane Tank.
It is clear SchegrinGAS is not customer focused and is willing to take every measure to squeeze their customers into terms they do not want to pursue.  I wish to sever all relations with SchegrinGAS.
 
Regards,