The Clayground Ceramic Painting Studio

Hello[redacted] [redacted] was purchased by Paraco for the propane and [redacted] for the Oil. Paraco then purchased [redacted] has had an open account with Paraco since 2006 ([redacted] Acquisition). Paraco has required this account to be COD since December **,2008 due to payment history/issues...

during that time period.
On April *, 2013 James L[redacted] (technician at the time), had gone out to recertify the propane tank due to it being out of date.  He determined that the tank did not meet the requirements to recertify and that it needed to be changed out. There have been no deliveries made by Paraco since December **, 2012. Paraco has made several attempts via personal telephone calls, automated telephone calls, and mailed letters to change out the tank to meet compliance standards to be able to fill the tank. As far as the claim to charge monthly for propane or a "propane lease" - this is incorrect informtion.  We have no records of such charges being billed to customer. On May **,2015 a tank lease fee was applied to the account for a total of $69.12 (including tax). A finance charge has since been added.
On August **, 2015 [redacted] contacted Paraco via telephone and spoke with a CSR stating he has requested to have the propane tank removed 2 years prior, which there was no record of.   [redacted] demanded a credit for storing the propane tank and he would allow us to remove the tank that he was not using when he received credit for the storage fees. It was agreed that a pick up workorder would be put out. Paraco technician attempted to remove the propane tank on August **, 2015 and [redacted] refused to allow us to remove the tank until we paid him storage fees. [redacted] cannot provide proof of a prior request to remove the equipment. [redacted] has had a $6.07 credit on his account since the 2012 delivery of propane .  The tank is property of Paraco Gas and we have legal right to remove the tank from the property.

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.

[redacted] has been a Paraco customer since 1999. The Company installed the equipment at the customer's residence for a nominal charge.The lease fee is applied to a customer who uses under a specified amount that is outlined in the Paraco's Terms and Condition. Lease fees are common in the...

propane industry for lower consumption and is used to offset the cost of the equipment, and other expenses such as training, safety and insurance. [redacted] used zero gallon for the past five years. The restocking fee is also common in the industry, and is used to offset the cost of equipment pickup, tank purging, etc. Once this is done, the customer receives credit for any product remaining in their tank. These charges are also clearly outlined in Paraco's Terms and Conditions. Furthermore, [redacted] was notified of the restocking charge on 8/*/17 by our customer service representative prior the the pick up.It is interesting to note, that the Company that [redacted] resently switched to also has a pick up charge that is in excess of our charge.We hope this clarifies [redacted] concerns.

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]

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]

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:

because the business is still looking into it  So I'm waiting for the rest of their reply
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

While we regret the customer switching his propane service to another company, please be advised [redacted] tanks were picked up on 8/**/2015.Hopefully the customer finds this matter resolved. If there are any additional questions or concerns, we invite the customer to contact us...

directly at ###-###-####.  ?

[redacted] called in on October ** 2015 to have his tank removed. The propane tank is a 330gallon propane tank at 15%. On November *, 2015 [redacted] called back in to see when the tank would be removed because the trailer park wanted the tank gone. There is currently a workorder out to remove the tank. The tank removal fee at the time of the request was quoted, $89.95 + tax.

As for the propane pricing, [redacted] has been billed in correlation to his usage, less than 100 gallons in a year. In October 2014 the price per gallon billed was $4.25. At the point [redacted] called in for a delivery this year , the price per gallon was lower, $3.86 per gallon. As for the pricing from the new Company, I cannot speak for their pricing, whether this is a onetime fill, a lock in rate to get a new customer or if the new Company is under the understanding that [redacted] uses more propane than he has in fact historically used.

We will do our best to expedite this tank pick up for next week, the week of December **, 2015.

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 $335.00.  I do not need to purchase propane at this time as my old tank if still full. Why 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 $64.09.  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 **,2014 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 full. The 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 *, 2015 and we were unable to due to the snow. The workorder was then put out again several times and we were unable to get because we needed 2 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/*/2015 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 have agreed to [redacted]' request in the hopes a speedy resolution will be achieved.

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

We are writing in response to a complaint filed by our customer [redacted]. At the time they had automatic delivery service with us. On April **, we received a reply from our pending delivery notification that they did not need it at this time. We did ask for a reading of the gauge to confirm if...

the delivery was needed or not. A reply was received without the gauge reading stating they did not think it was needed. The delivery was made as we felt it was safer to deliver as it was used for heating. We have since picked up the tank on May **, 2017, per their request and credited $391.54 back to the account. The balance due is now $404.38. We have sent a copy of the transaction report today, May **, 2017 showing the credit and amount due. Sincerely, Grace N[redacted] Customer Service Paraco Gas

We appologize for the inconvience to the customer.  Below is a summary of the events that transpiried:     We received a voicemail on the morning of 6/*/15 alerting us of a gas odor.  The CSR attempted to reach customer, but was only able to leave a voicemail.   ...

    We did send a technician out on 6/*/15, with no one home, we were forced to lock the tank off to make sure the situation was safe.       When the customer called back, we should have sent out the on call personnel that evening instead of waiting until the following day.         We did send a technician back on 6/*/15 to resume service and make sure all was well with the system.       There will be no charge for any of the additional visits to the customers home.Sincerely, [redacted]