Schrade-Knives

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, Denise [redacted]

In the spring of 2016, the customers that filed this complaint purchased a home from owners that were leasing a gallon tank from us We were told by the new owners (the customer with the complaint) that they would keep the current tank and simply take over the leaseBecause the previous owners had already paid the $yearly tank lease fee, we told the new owners they did not owe any money at that time, however, we needed to switch the lease agreement over to their name Because 99% of our tank leases are for gallon tanks, a secretary in our office accidentally mailed out the wrong lease agreement Instead of sending a lease for a gallon tank at $per year, she sent them a contract for a gallon tank at $per yearThe customers signed and returned the erroneous agreement on May 12, We mailed out the invoice for the $renewal on December 1, 2016, not realizing that they had previously received the wrong contract Once they received the invoice for the renewal of the tank lease, the customer called and stated that they had a contract for a gallon tank and not a gallon tank We pulled our records, saw what happened and explained our mistake to them The customer stated that they did not want a gallon tank, they only wanted a gallon tank We told them that we would be happy to remove the larger tank and give them a smaller tank, but we would not be able to do so until spring During that conversation, the customer told us to wait because they didn’t know what size tank they wanted On December 29, the customer called us and paid for the $tank lease and asked us to mail out a new lease agreement showing the correct tank size We mailed out a new lease agreement on January 5, At this time the customer still has not signed and returned it If this customer wants a gallon tank, we would be happy to switch them to one, just as we told them we would do, however, that is not something we can do in the middle of the winter Right now there is just too much snow to maneuver a tank through anybody’s yard If they want to keep the gallon tank, we are fine with that too, however, then they will owe $per year instead of $ We have been getting conflicting statements from the husband and the wife in this situation The wife has been complaining about the tank lease, but the husband has been telling us its fine and has paid for it It does not matter to us what tank they would like to lease, but they need to come to a consensus about it themselves We cannot have two different people telling us two different things We also did not force the customers to pay “an extra $that they did not sign for.” We made an honest mistake in sending them the first erroneous contract We explained what happened and sent them a new contract We told them that if they wanted a smaller tank we would switch it out in the spring but if they chose to keep the gallon tank then they needed to return the new contract and pay the higher yearly fee We did not send them another bill for the tank lease, they paid the renewal fee on their own We have spoken to them since they paid for the renewal, and they said nothing about being dissatisfied with the new contract The fact that they paid for the lease renewal told us that they decided to keep the gallon tank We are very surprised at this complaint with the Revdex.com because this is the first we are hearing about them wanting to switch back over to a gallon tank In the second part of this filing, the customer is complaining about a delivery of propane that they received that they say was inaccurate On January 12, 2017, the customer called in and ordered propane They said that their tank was at 3% and that they only wanted gallons We delivered exactly gallons the very next day, January 13th Because their gauge read 25% after the fill, the customer called and asked why they only received gallons instead of We proceeded to explain to them that tank gauges are not 100% accurate These gauges measure the amount of propane in a tank by floating on top of the fuel and sometimes they can get stuck on their own rods This can cause a discrepancy in what the gauge is reading by as much as 5-10%, and this discrepancy goes in both directions If a gauge is stuck at a high point, a tank can have considerably less fuel than the reading shows If a gauge is stuck at a low point, the tank will actually have more fuel than the gauge shows In addition to the fluctuations in the floats, the outside temperature plays an even larger role in gauge readings Propane expands and contracts according to the temperature If you put an exact amount of gallons in a tank and then seal it off so no propane can get out, the gauge will read one thing at degrees below zero when the fuel molecules shrink, read a higher amount at 20-degrees above zero when the molecules start to return to their size, and read a substantially higher amount when the molecules expand in the summer heat of 80-degrees The owner of our company explained all these things to the customer when they called in asking why they did not receive the full gallons they ordered He proceeded to tell them that not only did they probably have less than 3% of gas in their tank when they called in their order, but just because their tank read 25% did not mean that they didn’t get gallons He told them to look at their meter ticket instead of their gauge to see exactly how much propane they received Their meter ticket (#079371) shows that they received exactly gallons It also shows that the volume in the tank (what the gauge reads) is based upon a degree day, so that is the reason why their gauge shows 25% instead of 30% Outcome/Settlement If the customers choose to keep the gallon tank, we will not reimburse them for the $yearly fee That is the cost of leasing this tank, and that is what they will owe every year If they would like to switch to a gallon tank, we will be happy to switch them over, but they will need to wait until the ground dries up in the spring If they want a gallon tank then they will only owe a $lease fee and we will have no problem with reimbursing them for the extra $ However, we cannot do anything for them until they make a final decision on which tank they want All of this was previously explained to them many times As far as the gauge goes, the customer is correct, we are refusing to replace it simply because there is nothing wrong with it If we install a new gauge they will continue to encounter the same issues Tank gauges are not 100% accurate and there is nothing that we can do about that This was also previously explained to them We completely understand the need for the Revdex.com and other agencies like it They are indispensable and provide a much needed service However, in this instance, we are upset that a customer has the ability to slander our good name Yes, we mistakenly mailed out an inaccurate lease agreement, but we corrected that action as soon as we were aware of the error When we spoke with the customer at the time they purchased their new home and took over the previous owner’s lease, we told them that this was a gallon tank, yet they didn’t say anything about the incorrect contract until they received their invoice Were they going to take advantage of us and only pay for a gallon tank when they knew it was a gallon tank? We didn’t (and can’t) file any complaints against them for that Instead, we immediately tried to rectify the situation by offering to get them a smaller tank to match their contract if that was what they wanted This customer is also stating that they’re “being shorted propane” even after we explained to them that they need to read their meter ticket for the exact amount of fuel delivered instead of looking at their gauge The meters on our trucks are tested by the state every year and are 100% accurate They ordered gallons of propane and they received gallons of propane This customer was not shorted any fuel at all This customer is filing a frivolous complaint Why is it OK for people to rate businesses and post comments about them online but businesses cannot rate their customers?

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? Regards, Denise [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.?
Regards,
Denise ***

In the spring of 2016, the customers that filed this complaint purchased a home from owners that were leasing a gallon tank from us.? We were told by the new owners (the customer with the complaint) that they would keep the current tank and simply take over the leaseBecause the previous
owners had already paid the $yearly tank lease fee, we told the new owners they did not owe any money at that time, however, we needed to switch the lease agreement over to their name.? ? Because 99% of our tank leases are for gallon tanks, a secretary in our office accidentally mailed out the wrong lease agreement.? Instead of sending a lease for a gallon tank at $per year, she sent them a contract for a gallon tank at $per yearThe customers signed and returned the erroneous agreement on May 12, 2016.? We mailed out the invoice for the $renewal on December 1, 2016, not realizing that they had previously received the wrong contract? Once they received the invoice for the renewal of the tank lease, the customer called and stated that they had a contract for a gallon tank and not a gallon tank.? We pulled our records, saw what happened and explained our mistake to them.? The customer stated that they did not want a gallon tank, they only wanted a gallon tank.? We told them that we would be happy to remove the larger tank and give them a smaller tank, but we would not be able to do so until spring.? During that conversation, the customer told us to wait because they didn’t know what size tank they wanted.? On December 29, the customer called us and paid for the $tank lease and asked us to mail out a new lease agreement showing the correct tank size.? We mailed out a new lease agreement on January 5, 2017.? At this time the customer still has not signed and returned it.? ? If this customer wants a gallon tank, we would be happy to switch them to one, just as we told them we would do, however, that is not something we can do in the middle of the winter.? Right now there is just too much snow to maneuver a tank through anybody’s yard.? If they want to keep the gallon tank, we are fine with that too, however, then they will owe $per year instead of $ ? We have been getting conflicting statements from the husband and the wife in this situation.? The wife has been complaining about the tank lease, but the husband has been telling us its fine and has paid for it.? It does not matter to us what tank they would like to lease, but they need to come to a consensus about it themselves.? We cannot have two different people telling us two different things? We also did not force the customers to pay “an extra $that they did not sign for.”? We made an honest mistake in sending them the first erroneous contract.? We explained what happened and sent them a new contract.? We told them that if they wanted a smaller tank we would switch it out in the spring but if they chose to keep the gallon tank then they needed to return the new contract and pay the higher yearly fee.? We did not send them another bill for the tank lease, they paid the renewal fee on their own? We have spoken to them since they paid for the renewal, and they said nothing about being dissatisfied with the new contract.? The fact that they paid for the lease renewal told us that they decided to keep the gallon tank.? We are very surprised at this complaint with the Revdex.com because this is the first we are hearing about them wanting to switch back over to a gallon tank? In the second part of this filing, the customer is complaining about a delivery of propane that they received that they say was inaccurate.? ? On January 12, 2017, the customer called in and ordered propane.? They said that their tank was at 3% and that they only wanted gallons.? We delivered exactly gallons the very next day, January 13th.? Because their gauge read 25% after the fill, the customer called and asked why they only received gallons instead of 300.? We proceeded to explain to them that tank gauges are not 100% accurate.? These gauges measure the amount of propane in a tank by floating on top of the fuel and sometimes they can get stuck on their own rods.? This can cause a discrepancy in what the gauge is reading by as much as 5-10%, and this discrepancy goes in both directions.? If a gauge is stuck at a high point, a tank can have considerably less fuel than the reading shows.? If a gauge is stuck at a low point, the tank will actually have more fuel than the gauge shows? In addition to the fluctuations in the floats, the outside temperature plays an even larger role in gauge readings.? Propane expands and contracts according to the temperature.? If you put an exact amount of gallons in a tank and then seal it off so no propane can get out, the gauge will read one thing at degrees below zero when the fuel molecules shrink, read a higher amount at 20-degrees above zero when the molecules start to return to their size, and read a substantially higher amount when the molecules expand in the summer heat of 80-degrees.? ? The owner of our company explained all these things to the customer when they called in asking why they did not receive the full gallons they ordered.? He proceeded to tell them that not only did they probably have less than 3% of gas in their tank when they called in their order, but just because their tank read 25% did not mean that they didn’t get gallons.? He told them to look at their meter ticket instead of their gauge to see exactly how much propane they received.? Their meter ticket (#079371) shows that they received exactly gallons.? It also shows that the volume in the tank (what the gauge reads) is based upon a degree day, so that is the reason why their gauge shows 25% instead of 30%.? ? Outcome/Settlement If the customers choose to keep the gallon tank, we will not reimburse them for the $yearly fee.? That is the cost of leasing this tank, and that is what they will owe every year.? If they would like to switch to a gallon tank, we will be happy to switch them over, but they will need to wait until the ground dries up in the spring.? If they want a gallon tank then they will only owe a $lease fee and we will have no problem with reimbursing them for the extra $150.? However, we cannot do anything for them until they make a final decision on which tank they want.? All of this was previously explained to them many times? As far as the gauge goes, the customer is correct, we are refusing to replace it simply because there is nothing wrong with it.? If we install a new gauge they will continue to encounter the same issues.? Tank gauges are not 100% accurate and there is nothing that we can do about that.? This was also previously explained to them? We completely understand the need for the Revdex.com and other agencies like it.? They are indispensable and provide a much needed service? However, in this instance, we are upset that a customer has the ability to slander our good name.? Yes, we mistakenly mailed out an inaccurate lease agreement, but we corrected that action as soon as we were aware of the error.? ? When we spoke with the customer at the time they purchased their new home and took over the previous owner’s lease, we told them that this was a gallon tank, yet they didn’t say anything about the incorrect contract until they received their invoice.? Were they going to take advantage of us and only pay for a gallon tank when they knew it was a gallon tank?? We didn’t (and can’t) file any complaints against them for that.? Instead, we immediately tried to rectify the situation by offering to get them a smaller tank to match their contract if that was what they wanted.? ? This customer is also stating that they’re “being shorted propane” even after we explained to them that they need to read their meter ticket for the exact amount of fuel delivered instead of looking at their gauge.? The meters on our trucks are tested by the state every year and are 100% accurate.? They ordered gallons of propane and they received gallons of propane.? This customer was not shorted any fuel at all? This customer is filing a frivolous complaint.? Why is it OK for people to rate businesses and post comments about them online but businesses cannot rate their customers?? ?

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
Denise [redacted]

In the spring of 2016, the customers that filed this complaint purchased a home from owners that were leasing a 1000 gallon tank from us.  We were told by the new owners (the customer with the complaint) that they would keep the current tank and simply take over the lease. Because the previous...

owners had already paid the $250 yearly tank lease fee, we told the new owners they did not owe any money at that time, however, we needed to switch the lease agreement over to their name.    Because 99% of our tank leases are for 500 gallon tanks, a secretary in our office accidentally mailed out the wrong lease agreement.  Instead of sending a lease for a 1000 gallon tank at $250 per year, she sent them a contract for a 500 gallon tank at $100 per year. The customers signed and returned the erroneous agreement on May 12, 2016.  We mailed out the invoice for the $250 renewal on December 1, 2016, not realizing that they had previously received the wrong contract.   Once they received the invoice for the renewal of the tank lease, the customer called and stated that they had a contract for a 500 gallon tank and not a 1000 gallon tank.  We pulled our records, saw what happened and explained our mistake to them.  The customer stated that they did not want a 1000 gallon tank, they only wanted a 500 gallon tank.  We told them that we would be happy to remove the larger tank and give them a smaller tank, but we would not be able to do so until spring.  During that conversation, the customer told us to wait because they didn’t know what size tank they wanted.  On December 29, 2016 the customer called us and paid for the $250 tank lease and asked us to mail out a new lease agreement showing the correct tank size.  We mailed out a new lease agreement on January 5, 2017.  At this time the customer still has not signed and returned it.    If this customer wants a 500 gallon tank, we would be happy to switch them to one, just as we told them we would do, however, that is not something we can do in the middle of the winter.  Right now there is just too much snow to maneuver a tank through anybody’s yard.  If they want to keep the 1000 gallon tank, we are fine with that too, however, then they will owe $250 per year instead of $100.   We have been getting conflicting statements from the husband and the wife in this situation.  The wife has been complaining about the tank lease, but the husband has been telling us its fine and has paid for it.  It does not matter to us what tank they would like to lease, but they need to come to a consensus about it themselves.  We cannot have two different people telling us two different things.   We also did not force the customers to pay “an extra $150 that they did not sign for.”  We made an honest mistake in sending them the first erroneous contract.  We explained what happened and sent them a new contract.  We told them that if they wanted a smaller tank we would switch it out in the spring but if they chose to keep the 1000 gallon tank then they needed to return the new contract and pay the higher yearly fee.  We did not send them another bill for the tank lease, they paid the renewal fee on their own.  We have spoken to them since they paid for the renewal, and they said nothing about being dissatisfied with the new contract.  The fact that they paid for the lease renewal told us that they decided to keep the 1000 gallon tank.  We are very surprised at this complaint with the Revdex.com because this is the first we are hearing about them wanting to switch back over to a 500 gallon tank.   In the second part of this filing, the customer is complaining about a delivery of propane that they received that they say was inaccurate.    On January 12, 2017, the customer called in and ordered propane.  They said that their tank was at 3% and that they only wanted 300 gallons.  We delivered exactly 300 gallons the very next day, January 13th.  Because their gauge read 25% after the fill, the customer called and asked why they only received 250 gallons instead of 300.  We proceeded to explain to them that tank gauges are not 100% accurate.  These gauges measure the amount of propane in a tank by floating on top of the fuel and sometimes they can get stuck on their own rods.  This can cause a discrepancy in what the gauge is reading by as much as 5-10%, and this discrepancy goes in both directions.  If a gauge is stuck at a high point, a tank can have considerably less fuel than the reading shows.  If a gauge is stuck at a low point, the tank will actually have more fuel than the gauge shows.   In addition to the fluctuations in the floats, the outside temperature plays an even larger role in gauge readings.  Propane expands and contracts according to the temperature.  If you put an exact amount of gallons in a tank and then seal it off so no propane can get out, the gauge will read one thing at 20 degrees below zero when the fuel molecules shrink, read a higher amount at 20-60 degrees above zero when the molecules start to return to their normal size, and read a substantially higher amount when the molecules expand in the summer heat of 80-90 degrees.    The owner of our company explained all these things to the customer when they called in asking why they did not receive the full 300 gallons they ordered.  He proceeded to tell them that not only did they probably have less than 3% of gas in their tank when they called in their order, but just because their tank read 25% did not mean that they didn’t get 300 gallons.  He told them to look at their meter ticket instead of their gauge to see exactly how much propane they received.  Their meter ticket (#079371) shows that they received exactly 300 gallons.  It also shows that the volume in the tank (what the gauge reads) is based upon a 60 degree day, so that is the reason why their gauge shows 25% instead of 30%.    Outcome/Settlement If the customers choose to keep the 1000 gallon tank, we will not reimburse them for the $250 yearly fee.  That is the cost of leasing this tank, and that is what they will owe every year.  If they would like to switch to a 500 gallon tank, we will be happy to switch them over, but they will need to wait until the ground dries up in the spring.  If they want a 500 gallon tank then they will only owe a $100 lease fee and we will have no problem with reimbursing them for the extra $150.  However, we cannot do anything for them until they make a final decision on which tank they want.  All of this was previously explained to them many times.   As far as the gauge goes, the customer is correct, we are refusing to replace it simply because there is nothing wrong with it.  If we install a new gauge they will continue to encounter the same issues.  Tank gauges are not 100% accurate and there is nothing that we can do about that.  This was also previously explained to them.   We completely understand the need for the Revdex.com and other agencies like it.  They are indispensable and provide a much needed service.   However, in this instance, we are upset that a customer has the ability to slander our good name.  Yes, we mistakenly mailed out an inaccurate lease agreement, but we corrected that action as soon as we were aware of the error.    When we spoke with the customer at the time they purchased their new home and took over the previous owner’s lease, we told them that this was a 1000 gallon tank, yet they didn’t say anything about the incorrect contract until they received their invoice.  Were they going to take advantage of us and only pay for a 500 gallon tank when they knew it was a 1000 gallon tank?  We didn’t (and can’t) file any complaints against them for that.  Instead, we immediately tried to rectify the situation by offering to get them a smaller tank to match their contract if that was what they wanted.    This customer is also stating that they’re “being shorted propane” even after we explained to them that they need to read their meter ticket for the exact amount of fuel delivered instead of looking at their gauge.  The meters on our trucks are tested by the state every year and are 100% accurate.  They ordered 300 gallons of propane and they received 300 gallons of propane.  This customer was not shorted any fuel at all.   This customer is filing a frivolous complaint.  Why is it OK for people to rate businesses and post comments about them online but businesses cannot rate their customers?