The Clayground Ceramic Painting Studio

According to our records, we do not have an account for [redacted] To protect the privacy of our customers, we would need an account holders name and account number, and the complaint coming directly from said account holder in order to respond.Thank you

We have agreed to [redacted] ' request in the hopes a speedy resolution will be achieved

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 and the matter has been resolved Sincerely, [redacted] ***

While we regret the customer switching his propane service to another company, please be advised [redacted] tanks were picked up on 82015.Hopefully the customer finds this matter resolvedIf there are any additional questions or concerns, we invite the customer to contact us directly at ###-###-#### ?

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 and the matter has been resolved.Sincerely, [redacted] ***

We are writing in response to a complaint filed by our customer [redacted] At the time they had automatic delivery service with usOn April **, we received a reply from our pending delivery notification that they did not need it at this timeWe did ask for a reading of the gauge to confirm if the delivery was needed or notA reply was received without the gauge reading stating they did not think it was neededThe delivery was made as we felt it was safer to deliver as it was used for heatingWe have since picked up the tank on May **, 2017, per their request and credited $back to the accountThe balance due is now $We have sent a copy of the transaction report today, May **, showing the credit and amount dueSincerely, Grace N [redacted] Customer Service Paraco Gas

At Paraco our customer’s safety is our number one priority so our team insures that all of our equipment is well maintained and up to code [redacted] may contact our service team to schedule an appointment to replace the tank at her convenience.Paraco Gas [redacted]

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 and the matter has been resolved Sincerely, [redacted]

We have removed the fee and will not contact [redacted] as per his request

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [In order to have the old tank replaced I would have to purchase a new tank of propane for an additional $ I do not need to purchase propane at this time as my old tank if still fullWhy should I have to spend an additional $335? This is how this company does business I can't afford to pay this especially when I don't need a new refill.They are requiring me to spend more money on top of the rental fee they say I owe in the amount of $ Is this rental fee legal? This is the first time in twenty years I am being billed a rental fee It seems that all of a sudden they started to charge for this In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

[redacted] contacted Paraco on October **,and requested that the Paraco tanks on his property be picked up, that he was in fact switching to electric because his water heater had an issue with the heating element [redacted] advised that the propane tanks were just about fullThe customer service representative explained to [redacted] that due to the existing winter schedule and the tanks being full, it may take longer to remove due to the inclement weather The tanks were attempted to be removed on March *, and we were unable to due to the snowThe workorder was then put out again several times and we were unable to get because we needed men due to the tanks being full and the location, we would not want to put our employee or [redacted] at risk of someone being injured [redacted] called in August and confirm that the workorder was still open to remove the tanks The tanks were removed 12/*/at 70%, we will not be charging a restocking fee due to the delay We appologize for any inconvience this has caused [redacted] *** Donna H [redacted] Hudson Valley Office Service Manager

We thank you for brining this matter to our attentionWe are still investigating We appologize for the delay, we will respond with a full response shortly

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
MESSAGE FROMHOMEOWNER:Hello*** * *** was purchased by Paraco for the propane and *** for the Oil.Paraco then purchased *** *** has had an open account with Paracosince (*** Acquisition)Paraco has required this account to be CODsince December **,due to payment history/issues during that time period. MCS Respone: There was not payment history issues, Paraco demandedprepay because we only used gal of propane per year and were considered alow usage clientOn April*, James L*** (technician at the time), had gone out to recertify thepropane tank due to it being out of date. He determined thatthe tank did not meet the requirements to recertify and that it needed tobe changed out. MCS Respone: No Paraco rep had called to schedule a visit on ourproperty in They sent a blanket letter saying the tank was outdated andneeded replacementWe live on a **acre parcel and the back yard is gatedwith several dogs that would not have allowed this “recertification” to takeplace.Therehave been no deliveries made by Paraco since December **, Paraco has madeseveral attempts via personal telephone calls, automated telephone calls, andmailed letters to change out the tank to meet compliance standards to be ableto fill the tank. MCS Respone: Obviously Paraco doesn’t keep good customer comments whenwe call in otherwise they would have noted I was adamant that they refund all creditbalances prior to coming out to get the tank that was deemed unusableAs far asthe claim to charge monthly for propane or a "propane lease" - thisis incorrect informtion. We have no records of such charges being billedto customer. On May**,a tank lease fee was applied to the account for a total of $69.12(including tax)A finance charge has since been added. MCS Respone: Why would Paraco apply a lease charge for a tank that wasnot usable ?? It appears Paraco is creating fees to help boost their netprofitsAre they positioning themselves for a sale?On August**, *** *** contacted Paraco via telephone and spoke with a CSRstating he has requested to have the propane tank removed years prior, whichthere was no record of. MCS Respone: Again I restate that either Paraco keeps poor customercomments OR the prior comments were lost when they upgraded/merged theircomputer systems.***
*** demanded a credit for storing the propane tank and he would allow us toremove the tank that he was not using when he received credit for the storagefeesIt was agreed that a pick up workorder would be put outParacotechnician attempted to remove the propane tank on August **, and ***
*** refused to allow us to remove the tank until we paid him storage fees.*** *** cannot provide proof of a prior request to remove the equipment.*** *** has had a $credit on his account since the delivery ofpropane . The tank is property of Paraco Gas and we have legal right toremove the tank from the property. MCS Respone: The above statement clearly outlines that Paraco understoodthey could not come on our property to remove the unusable tank until I was refundedthe money owed on credit and for storing the tank for yearsAgain I must restatethat Paraco does not keep good customer notesWhen they refused to fill mytank in I told them to get the tank off my property and nothing was done.Now years later they want to take the tank without refunding the creditbalance and fees for storage and charge me a tank lease fee plus financechargeWhere is the consumer protection from their actions? When the gentlemanarrived from *** (not Paraco) I respectfully asked him to leave our propertyas the refund was not sent as requestedHe continued to sit on privateproperty with his engine idling for ** minutesI again went out and asked himkindly to leave the property and he stated he was writing up his reportIasked him to drive back out to the public highway to do so as he wastrespassingAt no time did Paraco call and schedule a pick up date, and if they hadI would have again insisted on receiving a full refund of credit/storage feesprior to allowing them on our propertyWe live on a private road well off thepublic highway.At this point I request a refund of $**plus written notice that thelease fees and finance charges are removed from my record and once the check isreceived I will place the tank adjacent to the public ROW for Paraco to comepickup
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We are writing a final response to *** *** *** *** inquiriesThe rental fee is standard in the industry for low volume accountsWe do extend a discounted lease rate to seniors, military and FD/PD service manParaco has offered to replace the tank as per the customer’s request and at their convenienceHowever, their account is on a pre-pay basis which requires them to pay for the full gallons up frontParaco will bring a full tank of propane, remove the old tank from the property, weigh the tank/gas, pump out the propane then issue a credit back to the *** account for the unused portion of propaneAgain this service appointment can be scheduled at their convenience but the lease must be paid immediately since the billing date was JulyWe do hope the *** decide to continue allowing Paraco to service their propane needsParaco Gas ***
***

I have reviewed *** *** account and log history and have found that were were attempts to contact *** *** during the time period in question, we did attempt and inform him we needed to remove the tank. Below are those specific logs and a screen shot of these logs from our data base is also attached. 4/**/ UNABLE TO LEAVE MESSAGE TO HAVE CUSTOMER CB TO SCH APPT TO CO TANK MAILBOX IS FULL8/*/2013 ATTEMPTED TO CONTACT CUST @ *** TO SCH C/O; UNABLE TO LEAVE MESSAGE MAILBOX IS FULL**/**/2013 LOC* ATTEMPTED TO CONTACT CUST @ *** TO SCH C/O; UNABLE TO LEAVE MESSAGE MAILBOX IS FULL*2/**/2013 *** *** FOR DEL----VERY LOW ALMOST OUT INFORMED NEED TO REPLC TANK - UNABLE TO DEL UNTIL TANK REPLACED....SW JAIME CAN SET UP FOR MON *2- **----HE INFORMED DONT SCHEDULE AND HUNG UP....JAMIE TO LEAVE REMINDER WO OUT TO FOLLOW UP IN JAN 2014In the nature of resolving this matter, we will remove the lease fee of $69.*which will bring the account to a credit of $2.*4. Refund will be processed after we have safely removed our tanks, which we have every legal right to do so. We have also contacted the Revdex.com Mediation department regarding this claim

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 and the matter has been resolvedI would like to state however, that I requested that they not deliver the propane It is not their place to decide whether or not I needed the propane for heatThey were told not to deliverNo means no No excuses are acceptable
Sincerely,
*** ***

Paraco gas did not settle this disputeMy credit card company stepped in to help meI contacted my primary Credit Card Company again on 4/**/just to let them know that I had filed a complaint with Revdex.comI wanted to alert them that perhaps there could be some future inquiries into my dispute
caseI also informed the phone Rep that I paid off the Paraco disputed amount using an alternate credit card, so as not to confuse matters any further on my original card account statements. While the Rep and I were on the phone, she checked into the matter and told me the same thing that another Rep I spoke to had told me the previous week week, that the funds ($351.**) returned to the merchant’s bank were “sitting there” in the merchant’s bank accountIn other words the funds were never pulled or requested by Paraco GasThese are the funds that the Paraco Billing Deptsaid were never returned to them by my credit card company; the funds I supposedly never paid to Paraco; the funds that I then charged, for a “second” time, on my alternate credit card in order to avoid collection feesThe fact that the returned funds were not claimed even surprised the credit card phone Rep who was assisting me. My credit card Rep asked if I would like the funds credited to my account so I could pay my second cardAnd so, the merchant bank’s money (money sitting for a month in the merchant’s bank account) was taken back by my primary card company on 4/**/The final outcome is: I am no longer paying for a product or service that I never receivedParaco has my second credit card paymentI was reimbursed by my original, primary credit card company for my initial layout of $351.** for the purpose of paying the second card charge

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 and the matter has been resolved
Sincerely,
*** ***
I spoke to Jim from Paraco today 11/**/2016 He
was away and had some *** *** ***. They are going to replace the remote control and pay for it, and will contact *** *** stove and fireplace to do it. Jim, could not have been nicer, and more understanding. Also, Janelle, Michelle, and Melissa all tried to helpIt was a new. 4,dollar stove and I was upset and frustrated that it may have been damaged beyond the remote. As far as the Paraco customer service people, all were very professional and tried there best I feel. thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer
Here]
when they came to pick up their tank it was not emptyI am willing to pay the equipment lease balance of $81.52, service or restocking fee is ***!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We are providing our response in the hopes we can come to a mutually acceptable resolution