Spicer Plus, Inc.

After receipt of complaint we contacted customer to review the series of events Unfortunately we do have emergencies that pull us away from customers like MrDurrua and in these occasions we owe an apology for the inconvenience This apology was given, but it should have been delivered
earlier After the conversation my hope is that MrDurrua has accepted the apology and continues to be an appreciated customer of Spicer Gas

We can provide notification to the customer the night before our truck delivers and give an estimated delivery time, as we have done in the past
We delivered to the complainants house on January 27th (a week ago), a minimum partial delivery at her
request, and then received another order from her three days later, because a partial delivery doesn't last long in this weather In order to provide efficient deliveries and keep costs down to customers we route all deliveriesWe have many customers in the area the customer lives It's recommended that the tanks be filled, and for the customer to call us at 25% to fill them up, as we ask all of our customers to do This would ensure ample supply and ease any concerns of running out If filling is not feasible then heating assistance could be contacted to ease the cash requirement on customer

The difficulty created by high energy prices is understood by all at Spicer.  We offer programs to help our customers for this reason.  The level pay program begins in July and protects the customer against the large cash requirements of winter months, everyone qualifies for the program.  We believe we are doing our job, and doing it well, by providing propane to our many customers on scheduled delivery days.  The complaintant is not correct about the number of customers we have, Spicer Gas has many more than her response claims.  The frustration with prices and policies is understood, but we are not singling anyone out.  The winter has been a challenge for everyone, including all that work at Spicer.  Trying to stay ahead of the weather and keep customers tanks full has been a challenge with low temperatures and multiple snowstorms.  As there was not a request made, the complaint was not responded to earlier, and we will not respond to further accusations through the Revdex.com service.

Complaint: [redacted]
I am rejecting this response because: We have been a cash paying customer since August 2012. Each time we request a delivery we pay cash when the driver fills the tanks up. Back in August 2012 when we first switched the account over into my name the company told me that there were two set days a week that they deliver to my area. Now there is only one day each week and it changes every week. I received a phone call from the company before they submitted a response to this complaint. The gentleman representing the company said I should fill up my tanks and that the company is servicing 1,200 customers. I responded that I do not have the available cash to do that. When we have the money we put it in the tanks. To me it does not matter how many customers they are servicing, I do not have a choice. I must get my propane from them. That was the companies attempt to make me feel bad for having them come deliver so often. I am not asking the company to make a special trip out to me; I am asking them to do their job when I call they come to my house when they are in the area, not otherwise.  I should not be badgered and made to feel like I am doing something wrong. I am paying the company to provide a service. It should not matter how often I call them to do that, I am paying cash. Also for the gentleman to suggest I apply for energy assistance is offensive. How dare he imply that I need it. We do not qualify for energy assistance and that is none of the companies business.  Also in response to the fact the company calls the night before, they do not. They delivered Tuesday of this week; we did not receive a call from Spicer the night before, or the day before and we never have. That is why I get upset, I have to ask for the estimated day and half the time the company can not tell me when they will be in the area. This issue got out of control when they showed up on a day before they were estimated to come out, without a call, and I did not have the cash on hand. The driver would not wait for me to run 5 minutes down the road to the bank and left. We had to wait 5 extra days to get propane and almost ran out.  Also we do not qualify for a payment plan through the company unless I pay a substantial fee and then the amount per month was just too high for us to cover. They make it a hassle for people who are not well off to do service with this company. Their response is to fill the tanks at $3.49 a gallon I can not do that. I have tried to be polite but they are not working with me. I do not know what else to do. If I had the money to switch companies I would.
Sincerely,
Laura Desmond

Review: This company has serviced my family for 8 years. I have been on automaticdelivery for those 8 years. This Easter, the day before preparing for 30 people, I ran out of propane, and the company charged me 130.00 extra for the delivery and threatened today,07/3/14, to remove my tank that I have on rental and paid rental until October. The tank is full of propane paid by my family with 2 little kids. To be inconvenienced by the failure to deliver as well as harrassed by the customer service representative for payment today of the late fee ( propane already paid for in the past bill) is completely horrible after 8 years of business. I feel harrassed by the company calling- dealt with [redacted].I would gladly choose any other company to do business with than this one.This company is not a good company to business with in this area. I spoke with [redacted] who provided solutions with oil and propane. Spicer I feel doesn't give solutions or service but clerly just out for the money.Desired Settlement: Refund of delivery fee and apology from company.

Business

Response:

The complainant was sent a letter on April 18th of 2013 explaining that they were being removed from automatic delivery due to lack of payment. [redacted] called in and discussed the removal from automatic delivery with office personnel on the 19th of April, 2013. The decision to go back on automatic delivery was left to the customer at this time. The account was 8 months past due. To go back on automatic the customer would need to put a credit card on file or pay a deposit to hold against future deliveries. At the time of the run-out this April 2014, there was still a back balance due on the account. The off route delivery charge was warranted as the customer was not on automatic delivery and a special trip to the account was made on the Saturday before Easter. We would prefer the customer go back on automatic delivery so that events like this, and charges like this, could be avoided. But this is still the decision of the complainant, not the company.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The account is under my name

and I was not notified. My husband

Review: I ordered oil on Wednesday promised to get it delivered Saturday. I stressed that it was important it be no later then Saturday because we were low and there was another snow storm on the way and I have three kids. I left money, shoveled path for delivery and the oil was never delivered. Call that night to speak to someone on the emergency line and they would not help me and was told I would have to wait till they reopened for business. I even stressed we placed an order and was promised the delivery and I atressed I had children and again told there was nothing they could do and I was not an emergency although I had no oil and was promised a delivery that dayDesired Settlement: I am extremely upset I had to pay a service fee to anther company and pay 50 cents more a gallon just to get oil on a Sunday. I also was suppose to get 200 gallons and only got 113 gallons delivered at the higher price plus service fee! All and all I was promised something that was never delivered and put in a situation I should haven't been in in the first place

Great company, you call they come. And do the job right. I have been with them for about 10 years now and my mom used them also so.
Very please.... Pro all the way
Thank you

Review: [redacted] was called to repair our propane boiler. They could not repair the problem, but did a quick fix to get some heat back in the house. I was given a name to contact someone else that could maybe fix the problem the next day. They left the broiler uncovered and in an improper working state. I left the house to go get my family to return in a little while after the house warmed up a bit. With in a hour or so of me leaving the house I received a call from [redacted] telling me that our CO detector was going off and asking me if I could meet the fire department at my house. The fire department entered the house and found lethal levels of CO though out the entire house and potentially explosive levels of propane in the basement. They then vented the house so it was safe to enter. I then had another company look at the boiler. One of the components was making abnormal noise. I then decided to replace the boiler on fears that it might be unsafe to operate.Desired Settlement: I wish not to pay for the services performed by Spicer Gas that cause the potentially deadly CO leak. I would also like them to pay for the replacement of the boiler because I feel the inferior work performed may have further damaged the unit making it unsafe for operation in my home.

Business

Response:

Our technician responded to a no-heat call on January 8th and was unable to fix the problem. He recommended that an HVAC company be contacted to diagnose and correct the issue. In order to provide some heat and avoid the pipes from freezing he made a short term fix. This improper solution may have created the unsafe condition but it would not have damaged the unit further. Whether the boiler needed replacement was a determination made by the homeowner and HVAC company, without input from Spicer Gas. We are learning about the replacement of the boiler a month later. We will credit our after after hours service call of $287.15, but being there was no causation to the units failure by Spicer Gas no costs for the replacement of the boiler will be provided.

Consumer

Response:

Review: [redacted]I am rejecting this response because: While I do appreciate the credit of $287.15, I don't appreciate the playing down of the incident. I am not sure how Spicer Gas can be so certain that completely blocking the air intake to the unit could not have damage it further. It was enough to raise CO levels in my house to 500 ppm in only two hours. That is 5 times the lethal limit of 100 ppm, according to the statement that I signed from the[redacted]. I am appalled that the technicians left the unit in such a questioned state. They told me that the situation was safe but that I should get it fixed the next day, yet they wrote on the worksheet they gave me that it "smells bad". I am 100% certain that if I did not have a CO detector in my house or if it were not functioning properly my entire family would have died that night. We were planning on returning home after eating dinner at my sisters while the house warmed up when we received the CO call from [redacted]. I do plan to pursue this matter further.Sincerely,[redacted]

Review: we rent propane tanks from the propane company, therefore we do not have a choice but to get our propane from them. we rent this house so the tanks were already here when we arrived, we did not choose the company. we are cash on demand (COD), only. I have had one issue after another with this company. they never want to tell me after I have ordered propane when the driver is coming out. I explained to them that I am paying cash and do not want to leave that much money under my tank lid all week. I have had issues with them not coming out to deliver at all. And this morning I had another issue. Yesterday I called to get a delivery. The woman on the phone told me I would get my delivery on Friday. I did not get paid until this morning so I was getting ready to leaving around 8:30 when they showed up. I asked the driver if he could wait 5 min while I ran to the bank. He informed me that his dispatcher told him he could not. So he left without delivering my propane. Now as you may know it has been extremely cold this winter and I have a 3 year old in the house all day long with me. We need the propane for both our heat and hot water. I called them back and they told me I was wrong and that it was my fault for not having the money. I explained to the woman how could I have the money when I had just gotten paid and my bank doesn't open until 8am. The earliest they said they could come out would be Monday or Tuesday! We are almost out of propane, we do not want to freeze, we do not want our pips to freeze. I am sick of this company being rude when I inquire when they will be out, and I am sick of the attitude I keep getting from their customer service people. Also when we first started getting propane from them they informed us that a driver would be in our area twice a week. Now that is no longer the case and we usually have to wait an average of 4-5 days after calling to get our delivery. But I have no choice but to use them, we are stuck.Desired Settlement: I assume that I am not the only customer who pays cash; therefore they should automatically tell the customer when the driver is coming out. If they do not have enough customers in my area to service it regularly then how can they keep me as a customer. And I would like they're customer service skills to improve. They are always right, I am wrong its rude and unprofessional. I am not sure what course of action is to be taken but I am at wits end. I do not know what else to do.

Business

Response:

We can provide notification to the customer the night before our truck delivers and give an estimated delivery time, as we have done in the past.

Review: I noticed that the copper gas line from my [redacted] propane tank had been damaged by falling ice. I notified [redacted] and two technicians arrived the next day. They cut the end off the tube off to remove the damaged area, reflared the end of the tube and reconnected it. Total time on my property was approximately 20 minutes.

A week later I received an itemized bill for $90 plus $5.72 sales tax for one hour of labor. I contacted [redacted] and was told that their service policy was to charge a minimum of one hour's labor with any additional labor charged in 15 minute increments. I mentioned that at no time, either during my initial request for service nor during the repair the next day, did anyone inform me of this policy. When I said I felt it was appropriate that they tell their customers what their service policy was before service was performed, I was told that the next time I called they would try to remember to inform me of the policy. In the last 13 years, other than to request refills of propane, I have never called them for service. When I said I felt it was appropriate for them to communicate their policy to all their customers, not just me, I was again told they would try to do it. I couldn't help but feel that this response was something less than sincere.Desired Settlement: I think there are two basic issues here. One is that the propane tank belongs to [redacted], not to me. I pay an annual rental fee for the tank. The copper gas line was installed by their employees. I don't think it's unreasonable for a customer to believe that maintenance of that line before it enters the home should be their responsibility. However, I also assume it's their right to adopt any policy they care to adopt.

The second issue is notifying customers what their policy is on service charges BEFORE they perform that service. I have no complaint about the basic policy of charging a minimum charge. Many businesses have such a policy, e.g., where I get my automobile serviced. However, I believe it should be their responsibility to let customers know what that policy is at the time service is requested, e.g., as is done every time I have my automobile serviced.

I think it should be their responsibility to tell customers who is responsible for what at the time of initial tank rental, i.e., the tank versus the gas line. I also think they have a responsibility to inform customers what their service charge policy is before the service is performed.

Business

Response:

Safety issues at a customers house are treated differently than a standard cleaning or installation, and the severity of the issue and responsibility of costs is not always discussed prior to work being done. I would label it as a gray area rather than a black & white protocol. In this instance the issue allowed us time to respond and discuss the fix with Mr. [redacted] and that didn't happen. All of our staff know the hourly rate and can speak to it if asked. Confirming the charge is difficult prior to arriving on-site but the rate could and should have been discussed. The company apologizes for the lack of communication and the insincerity that occurred in the follow up call, and will discuss it in the next office meeting. The tank rental covers the companies equipment on-site, which is identified in the supply agreement. It includes the tank, the concrete blocks the tank sits on, the pigtail (connection between tank valve and regulator), and the regulator. All exterior and interior piping is property of the customer. This as well could have been discussed at initial service request call, or in subsequent calls to the service dept, and again the lack of communication is something we will improve upon.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate the prompt attention and timely responses by both the Revdex.com and [redacted] in the resolution of this matter.

Sincerely,

I would not recommend using this business. I ordered oil from them and they were a no show/no call for four scheduled deliveries. I had to call them every time to ask why the delivery was not made. They did not have the courtesy to call and let me know that they were not able to come, so I could order from another company, if needed. They also fail to return after hour messages, even though their message says that they will call back. The last time I called, I told them that I thought I would run out of oil if they did not deliver that day (this was a full two weeks after the order was placed). I was told they would come that day, but again they were a no show/no call. To make it worse, this was over a two week period of single digit or below zero temperatures overnight.

Review: In September of 2012 a service call was place for a gas heater. The technician came out and shorted out the main control board when he was trying to trouble shoot the issue. He stated that a replacement board would be ordered at no charge, which I have the paper work stating this, and they would be out to fix the furnace. After numerous calls and attempted appointments to resolve this it was never addressed. I did receive the part but they never even got the furnace back to where it was before the technician worked on it. I than sent a letter in November of 2012 stating I was no longer going to use this company as 2 months have gone by and we still dont have heat and I would repair it with another company. They had already sent me a bill for the first service call and for the part. I stated in the letter I have the paper work stating no charge for the part and I was not going to pay for the first service call as they made the situation worst. I continue to receive this bill even now, although the services were never performed. I would like them to stop billing me for services they didnt perform and for parts that they damaged and I have paper work stating there is no charge for.

Product_Or_Service: Service call for gas furnace.

Order_Number: XXXXXX

Account_Number: XX-XXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I would like them to stop sending a bill for the part that they damaged and stated I wouldn't be charged for and for the original service call that only made the matter worst.

Business

Response:

Business Response /* (1000, 5, 2013/08/27) */

Several conversations have been had between service manager and homeowner. Unfortunately the part that we supplied to owner was never confirmed by Spicer staff to be the issue, and therefore was billed. If we had confirmation that the module was installed and determined to have been created by the technicians than we would credit the part. Until that is confirmed we do expect payment or the part to be returned. Scheduling conflicts did not allow this to happen, but attempts were made. The first trip was never billed for labor, however the second was and that will be credited at this time.

Review: This company was reliable with their product but completely unprofessional with their handling of payment for their product. I ordered online and gave my credit card information. They provided the product although did ask for more money than I was quoted. They then proceeded to tell me that my credit card was invalid and that I needed to contact my bank. My credit card is fine and I have been using it to purchase other items since. I received numerous phone messages within one week of ordering the product from the billing department of this company threatening that they would have to put me into "collection"??? I had tried on many occasions to contact them via telephone but it was always busy. Then when I do get through I get this sort of response? This is just ridiculous.I work in the customer service industry and I would never treat a customer with the disrespect this company has treated me. I was doing business with them and they are treating me like the criminal.Desired Settlement: I would like to have the owner or General manager contact me so we can resolve this matter.Thank you.Please when contacting me know that I work varied hours and cannot always be reached right away. Please have the Owner or General manager leave a direct contact number and name so that I may return the call.Thank you.

Placed an order with sunshine on the 21st of dec. (a company that works along side advanced. As far as I can tell they are the same people) they order apparently was never confirmed so it was never delivered. So while I was away for the holidays I ran out of oil. Called this morning to place an order again. During this phone call we went over everything concerning the delivery, most importantly my house has 2 tanks. This is also not the first delivery I have had from this company to my house, they are well aware of the 2 tanks and that I hhave half put in each. An advanced oil truck was at my house 5 min later! (??) I was really impressed. I noticed the guy walking up to the door to drop off the ticket and I went to get it from him. I said "100 in each tank, right?" He looked at me like I was crazy. He had put the entire order into one tank. (Insert pregnant hormonal already been without heat for 3 days melt down here) I apologized to him and went inside and called the office back. They apologized and said they would send someone out to put 100 in the other tank. I asked if there would be an additional fee because I wasn't interested in paying more money for their mistake. She said no they would just take it out of the first tank and put it back in the other. They never came back to fix there error.
BEWARE watch your delivery slips.

We used sunshine oil for one delivery. They gave a great price and delivered on time. We will use them again

Review: Bottom line- Service call cancelled on the day (and time) of service, and extremely rude phone call advising me that appointment was cancelled. I made an appointment for service on a gas fireplace approximately three weeks ago. Today (January 21st) was the earliest they could fit me on the schedule. They could not be more specific on a time other than between 12 and 4pm, so I had to take most of the day off from work. I understand the reasoning for the broad time slot due to other jobs. Today at 1206 pm, I received a phone call from Spicer saying that they could not come due to another commitment. I explained to the lady on the phone that I had already come home from work and they were within the time frame of being here. They could have at least called me in the morning before the scheduled appointment..I then asked if, based on this issue, they could be more specific with the service time for the rescheduled appointment. I am in the military and getting time off isn't always easy. She then got an attitude with me and slammed the phone down in my ear.This is perhaps the worst customer service I have experienced in a long time.Desired Settlement: Spicer's website claims that it is "family owned and operated" If that is the case, I am sure the owner would be delighted to know how his staff is treating their customers. I would say that I demand an apology or I will take my business elsewhere. But I have a feeling, based on this morning phone call, that I should not hold my breath.

Business

Response:

After receipt of complaint we contacted customer to review the series of events. Unfortunately we do have emergencies that pull us away from customers like Mr. Durrua and in these occasions we owe an apology for the inconvenience. This apology was given, but it should have been delivered earlier. After the conversation my hope is that Mr. Durrua has accepted the apology and continues to be an appreciated customer of Spicer Gas.