Good morning [redacted], Here is the information regarding Complaint # [redacted] Vicki [redacted]. If you have any questions or need anything else, please let me know. We have had contact with Ms. [redacted] numerous times over the past several years calling on behalf of her father. ...
There have been multiple occasions that the account has been several months past due without a payment and broken payment agreements. The following is the events that led up to the removal of the LP tank owned by [redacted]. Mr. [redacted] received a delivery of LP on 7/27/15. No payments were attempted so on 10/23/15 our Credit Department called & spoke to Mr. [redacted] regarding the past due balance. He stated he would send in payment. He sent in payment in November for most of the July balance but then did not pay for the annual lease fee of the tank billed in October or several months of finance charges that had accrued on the past due balance from July. We have a series of letters we send out for any past due balances to notify the customer in writing about the past due balance. Mr. [redacted] was sent a past due letter on December 11, 2015 another on January 12,2016 and a letter on February 10,2016 requiring payment in full immediately to avoid further action. Mr. [redacted] also received a statement notifying him of his account balance each month. On 3/8/16 a final letter was sent saying if the balance was not paid in full in 15 days, the LP tank will be removed. The account was changed to [redacted]. On 3/11/16 Ms. [redacted] called requesting a fill and was notified that there is a past due balance on the account that needs to be paid. She did not send payment or pay by credit card or debit card to cancel the tank removal. She had paid over the phone by credit/debit card in the past, so she knew she had that option. On 3/29/16 the work order was sent to the service department for tank removal due to non-payment. On 4/4/16 after hours we received a call from a man stating he was the son and has $50 for the driver & we had better get out there with some LP. He was told our drivers do NOT accept payments and he needs to call the office during regular business hours regarding this account. On 4/5/16 the service department went out and had to use our crane truck to remove the tank because they had a gator & 4-wheelers parked around the tank to try to make it so we could not remove the tank. We were able to remove our LP tank. Ms. [redacted] called the office on 4/5/16 to make payment and was told the tank has been removed and would need to find another LP provider. Ms. [redacted] states in the complaint resolution she would like a tank returned. With the non-payment issues we have had regarding this account, we will not be setting another tank for them. We followed our credit policies regarding verbal and written notices regarding the past due bill and gave them several months to pay the bill before the final removal notice was sent. We make every attempt possible to work with our customers and feel we did so in this case as well. Carrie [redacted]
Good morning [redacted], Here is the information regarding Complaint # [redacted] Vicki [redacted]. If you have any questions or need anything else, please let me know. We have had contact with Ms. [redacted] numerous times over the past several years calling on behalf of her father. ...
There have been multiple occasions that the account has been several months past due without a payment and broken payment agreements. The following is the events that led up to the removal of the LP tank owned by [redacted]. Mr. [redacted] received a delivery of LP on 7/27/15. No payments were attempted so on 10/23/15 our Credit Department called & spoke to Mr. [redacted] regarding the past due balance. He stated he would send in payment. He sent in payment in November for most of the July balance but then did not pay for the annual lease fee of the tank billed in October or several months of finance charges that had accrued on the past due balance from July. We have a series of letters we send out for any past due balances to notify the customer in writing about the past due balance. Mr. [redacted] was sent a past due letter on December 11, 2015 another on January 12,2016 and a letter on February 10,2016 requiring payment in full immediately to avoid further action. Mr. [redacted] also received a statement notifying him of his account balance each month. On 3/8/16 a final letter was sent saying if the balance was not paid in full in 15 days, the LP tank will be removed. The account was changed to [redacted]. On 3/11/16 Ms. [redacted] called requesting a fill and was notified that there is a past due balance on the account that needs to be paid. She did not send payment or pay by credit card or debit card to cancel the tank removal. She had paid over the phone by credit/debit card in the past, so she knew she had that option. On 3/29/16 the work order was sent to the service department for tank removal due to non-payment. On 4/4/16 after hours we received a call from a man stating he was the son and has $50 for the driver & we had better get out there with some LP. He was told our drivers do NOT accept payments and he needs to call the office during regular business hours regarding this account. On 4/5/16 the service department went out and had to use our crane truck to remove the tank because they had a gator & 4-wheelers parked around the tank to try to make it so we could not remove the tank. We were able to remove our LP tank. Ms. [redacted] called the office on 4/5/16 to make payment and was told the tank has been removed and would need to find another LP provider. Ms. [redacted] states in the complaint resolution she would like a tank returned. With the non-payment issues we have had regarding this account, we will not be setting another tank for them. We followed our credit policies regarding verbal and written notices regarding the past due bill and gave them several months to pay the bill before the final removal notice was sent. We make every attempt possible to work with our customers and feel we did so in this case as well. Carrie [redacted]