To whom it may concern: Please accept this response in reference to complaint [redacted] On February 11, 2015, our company sent technicians to the home of [redacted] to pick up the propane tank located on her propertyShe was a long-time customer of ours, however the decision was made to pick the tank up because of the fact that there was absolutely no propane usage for nearly years [redacted] did phone our office and have a negative experience with the office managerShe reached out to myself and Sean U [redacted] regarding her experience and expressed her concern over the way her phone call was handled, and the fact that she was not notified of the decision to pick up the tank at her home.Providing our customers with quality service is something that this company takes a lot of pride inIt's a family business and it's been around a long time strictly because of the service we offer our customersIt is extremely unfortunate and disappointing that [redacted] ' account was handled in the fashion that led up to this pointI did reach out to her in response to the email she sent, and assured her that she will absolutely be refunded for her $pre-paid fee, as well as the $80,security deposit that was originally paid on the accountShe has my sincere apologies for the way this was handledAlthough this might be a rare situation, we still find it outrageously disappointingThis incident did cause us to review our methods and policies surrounding picking up tanks from customers who go an extended period of time with no gas usageWe are in the process of finalizing a new procedure that will provide our customers with plenty of notice and some other options should the wish to keep their accounts openWe have also had a company-wide meeting in regards to our customer service and the way we expect our customers to be treated, resulting in new disciplinary actions surrounding any negative experiences that a customer might have with an employee at Poist GasThank you, and please feel free to call me directly if you have any questions or concerns with regard to my responseDana U
To whom it may concern: Please accept this response in reference to complaint [redacted] On February 11, 2015, our company sent technicians to the home of [redacted] to pick up the propane tank located on her propertyShe was a long-time customer of ours, however the decision was made to pick the tank up because of the fact that there was absolutely no propane usage for nearly years [redacted] did phone our office and have a negative experience with the office managerShe reached out to myself and Sean U [redacted] regarding her experience and expressed her concern over the way her phone call was handled, and the fact that she was not notified of the decision to pick up the tank at her home.Providing our customers with quality service is something that this company takes a lot of pride inIt's a family business and it's been around a long time strictly because of the service we offer our customersIt is extremely unfortunate and disappointing that [redacted] ' account was handled in the fashion that led up to this pointI did reach out to her in response to the email she sent, and assured her that she will absolutely be refunded for her $pre-paid fee, as well as the $80,security deposit that was originally paid on the accountShe has my sincere apologies for the way this was handledAlthough this might be a rare situation, we still find it outrageously disappointingThis incident did cause us to review our methods and policies surrounding picking up tanks from customers who go an extended period of time with no gas usageWe are in the process of finalizing a new procedure that will provide our customers with plenty of notice and some other options should the wish to keep their accounts openWe have also had a company-wide meeting in regards to our customer service and the way we expect our customers to be treated, resulting in new disciplinary actions surrounding any negative experiences that a customer might have with an employee at Poist GasThank you, and please feel free to call me directly if you have any questions or concerns with regard to my responseDana U