Thrifty Propane, Inc.

I am rejecting this response because: In June when Mike came out he said he seen the problem but did not have the part and would be back out that month to fix it. So yes I was happy at that time. But he NEVER returned. When you called and talked to *** he said it still freezes and he has a light bulb on so it does not freeze. This is not a permanent fix as it is our electric paying to keep the regulator from freezing. He NEVER said he was happy, not once did he say that, for he is the one who gets up in the middle of the night to unfreeze it when it is freezing out side and he has no heat. Get your notes straight as you also never installed a new gauge. How many voice mails and online chats does it take for you to return a call? We have had freezing problems since you installed the tank.And YES I called for pre-buy to fill up cause we are low and don't need to run out. If you want to refund all my pre-buy that is fine with me a check would be great and with that I will hire an outside source to fix our freezing problem since all you want to do is replace regulators. Tell me what time you will be there Wed and I will gladly show up. I can't wait around all day till you decide to show up cause I have to work. Give me a time and I will be there. Issue me a refund for my pre-buy @ the cost I paid and we can call it done and over

We regret the customer's unsatisfactory experience Thrifty delivered gallons on 8-24-to the customer

Refunds have been slow this season, we apologize, we are processing early next week. Thank you for your patience

Customer placed order on 1/when at 20%. Customer did just order on 12/7/and received delivery on 12/11/17. As stated on our website and phone conversations we are on an up to business day delivery. Customer does own tank and can call another supplier that will deliver
quicker. Today is the 7th business day

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Good Afternoon, I have yet to receive my
check for reimbursement from Thrifty Propane. Also, I spoke to a local propane dealer and they would like the ownership of my propane tank on letterhead from Thrifty. Thanks and have a nice day

Please have the customer indicate if they want a delivery, or if they would like a refund of the remaining prebuy on the account

Initial Business Response /* (1000, 5, 2016/04/21) */
We regret the customer's unsatisfactory experience
A refund request has been submitted to Management
Initial Consumer Rebuttal /* (3000, 7, 2016/04/26) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
They said they regret my unsatisfactory experience but made no offer to correct the problem, deliver my propane or refund my moneyThis is totally unacceptable
Final Business Response /* (4000, 9, 2016/04/27) */
Per the customer's request at the time of the original complaint filed 4-6-16, a refund check has been mailed to the customer on 4-21-
Final Consumer Response /* (4200, 11, 2016/05/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It has been two weeks since the check was supposedly sentI have not received itDid they send it to the correct address? (***)
Mail will not be delivered to the physical addressAlso there is no indication of the amount of the checkI am pleased they are sending a check but need to verify the amount and why it has not arrivedThank you for your assistanceHopefully there is a simple answer to this problemI do accept their solution pending resolution of the above

Customer placed their order on 12/14/and their tank was at 20% - the prebuy agreement requires a customer to call when the tank is 30-40% to allow enough time for delivery especially in the winter due to unforeseen weather and road conditions, the prebuy agreement also states to allow 10-
business days for the delivery. Today is the 12th day

A refund will be processed for your prebuy for the original PPP and no cancellation fee. Thank you for your patience

Initial Business Response /* (1000, 10, 2016/02/20) */
We have completed the investigation of this case
On 11-12-the customer ordered the tank and propane from Thrifty
The customer had an underground tankCustomer flagged out and marked where Thrifty should set the above ground tank
from Thrifty
On 11-17-Thrifty delivered and set the tank with gallons of propane
Thrifty received photos from the driver and showed a lateral field, that is all
Customer went to have his underground tank removed, and then realized Thrifty tank needed to be moved
On 11-27-Thrifty attempted to give the customer a first fill, customer refused delivery
On 12-5-Thrifty attempted to give the customer a first fill, customer refused delivery
On 12-16-Thrifty attempted to give the customer a first fill, customer refused delivery
On 1-19-the customer accepted Thrifty's delivery of gallons for the first fill
Initial Consumer Rebuttal /* (3000, 12, 2016/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never flagged where I wanted the tank set, because days before Thrifty took it upon themselves to deliver the tank, I called Thrifty to let them know not to deliver the tank due to the site not being ready( underground tank wasn't removed) due to wet weatherI told them I'd call for delivery when readyTheThrifty driver Kenny Treadwell called me on a Monday, stuck in my back yard( because it was wet) asking me if I knew a wrecker service that could pull him outWhen I asked him why he'd delivered the tank when I told them I wasn't ready he said because he was in the areaSince I didn't think they'd be coming, I had vehicles and trailers in the driveway, as well as a zero turn mower, and asked Kenny how he'd gained access to the yard since it was blockedHe told me he'd scooted the mower by hand out of the way enough to get inWhen I got home, I dicovered he'd ran through my front yard and over the lateral lines, to get between my covered trailer and the garage to gain access to the rear yard where the old propane tank wasAdditionally, the wrecker that had came to pull him out of the yard where he'd became stuck took the same route, so there were numerous tire tracks inches deep running right over the lateral linesI took pictures of the damage and sent them to Thrifty Propane, along with the pictures the next morning of the sewage water that started coming up in my yard in their tire tracks where they'd crushed the lateral linesAdditionally, Kenny T*** had told me that he'd set the new tank where I could get to the old one to remove it, however that was also untrue, because the new tank is setting straddle of the old underground tank and will have to be removed to be able to dig the old one upI have call records showing the number of times I'd called Thrifty, both before and after the incidentI'd sent them pictures of the damage twice, because their representative said they lost themI couldn't get anyone to take my call after numerous attempts to contact them wanting to settle this and have them pay for the damage, and was finally told by their representative that " this isn't what you're going to want to hear", but that they were not going to fix the lateral lines, nor were they going to repair my back yard, and they were not going to come remove the tank so that I could get the old one dug up unless I paid them another trip fee, dollars( I believe) per hour plus any partsThe secondary regulator was left on my garbage can because Kenny T*** said there wasn't one installed on the outside of my house, even though I assured him there wasI installed that regulator myself, and had to buy fittings to adapt it to this lines that were installed, so I suspect Thrifty didn't have the fittings on their truck and didn't want to make a second trip to completed the job properlyHowever, before I installed the regulator, I tried to light my furnace( Kenny said I didn't need the regulator on the side of the house as there was one on the tank), and it wouldn't lightI called an HVAC technician to the house to get the furnace lit, and was told there wasn't any gas in the tankHe took the cap off the line inside the house in an attempt to bleed the line and there was nothingThrifty never put that gallons of fuel in the tankI did tell their delivery driver, who numerous times did try to deliver the other gallons, that I didn't want them to deliver because they were going to have to move the tank so I could get the old one out, and it didn't make sense to have to move a tank full of propane so we'd waitHowever, Thrifty refused to address the issues,so I finally had to agree to let them deliver the rest of the fuel so that I'd have heat and just deal with the issues laterKenny T*** made the connection fir the new tank to the existing line right through the lid of the existing tankI would believe, that anyone with a level of common sense would have questioned whether or not the site was ready when they had to move things to try to gain access to the rear yard, and there were no "flags" to tell them where to put a tank but rather the old underground tank was still in place, and you have to connect trough the lid of itI also believe that if there was any communication going on at Thrufty, they'd have know not to deliver that tank because I called on a Friday and specifically told them not to do so, and spoke to a live breathing person who said she'd note it and have someone call me which never happened, then Thrifty shows up on Monday unannounced to deliver the tankI'd have probably not known they were there then had Kenny T*** not called to tell me he was stuck, had dug ruts in my back yard, and needed a wrecker to pull him outI can supply a timeline of events, numerous photos that were sent twice to Thrifty Propane of the damage, as well as cell phone records proving that I'd called them before the delivery just as I stated, and also showing the numerous times afterwards I'd called them trying to resolve thisI left numerous messages with every extension there, but they wouldn't return my callsThrifty knows what their driver did, however they don't want to take responsibility for their actionsI can prove my story completely with records and photographs
Final Business Response /* (1000, 18, 2016/03/28) */
***Document Attached***
Thrifty has investigated this matter
On 11-20-15, the customer called Thrifty and was advised the Tank department would contact him to schedule the deliveryThrifty attempted to reach the customer prior to delivery of the tank, but was unable to get a hold of the customer
On the date the tank was delivered, the driver took a photo of ruts left in back yardPlease see attached photo
Per customer call on 11-24-15, customer is not concerned with the back yard, he is concerned with the front yard since the front yard had a truck that went over his lateral fieldThrifty's driver did not enter the customer's front yard
At this time, Thrifty would like to request (2) estimates for the damages the customer indicates along with photos

PB GALLONS LEFT AT MT B WHOLESALE RATE $= $+ TAX $TOTAL $LESS CANCEL FEE $= REFUND AMOUNT $

Initial Business Response /* (1000, 5, 2016/04/13) */
We regret the customer's unsatisfactory experience
Thrifty delivered gallons of propane to the customer on 3-31-
A refund request has been submitted to Management for the prebuy balance

I apologize for the inconvenience a driver will be there ASAP

Initial Business Response /* (1000, 5, 2015/07/08) */
We regret Mr***'s unsatisfactory experience
On April 17, customer purchased a new gal tank $2200, Regulators $108.00, gallons @ $$704.65, FR&H $19.94, CCF $6.99, Tax @ 7% $for the total of $3,
Purchase was made using a credit card in the amount of $3,with authorization code ***
On 4-27-a receipt was sent to the customer at the customer's email address of ***
On 5-5-customer called in and indicated they have not received the email containing the receipt
On 5-13-customer's wife called in and indicated no receipt of email with receiptAdvised email address is***
On 5-14-15, sent via email to *** and cc *** customer's receipt
On 6-20-15, sent via email to *** and regular mail customer's receipt
On 6-22-15, informed customer that tanks were back up and will be 4-weeks before installation
On 7-7-15, left voicemail for customer indicating the date of delivery for the new tank is on 7-20-
We will re-send a receipt to the email address provided to us
Initial Consumer Rebuttal /* (2000, 7, 2015/07/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We have received the reciept, new tank, and fill upIt's unfortunate that it had to go this far to get resultsThank you Revdex.com for your involvement

Our driver attempted delivery on 1/9/18, business days after order was placed and reported that the driveway is long and curvy and snow covered and could not make the delivery. Our driver will be back in this area tomorrow 1/17/17, business days to make the delivery. Please make
sure the driveway is accessible. It will need to be clear of snow so the driver can get to the tank without the risk of getting stuck in the customers grass or driveway, please remember this is a very heavy truck with propane. In the future please keep your driveway clear when expecting delivery and refer to your prebuy agreement to order at 30-40% to allow up to business days for delivery. Thank you!

Customer placed order on 12/28/and was delivered on 1/7/this is the 5th business day and we worked on Sunday to get her delivered. It stats in the customers prebuy agreement to call at 40% and allow up to business days for delivery. Calling at 40% will ensure you do not run out
of gas

I am rejecting this response because: I am not blind and unless my gauge is inaccurate, it is reading at least 95% so there is one of possibilities; Either the driver filled the tank more than 85% OR the driver filled the tank to 85% and the gauge is not reading accurately Lets assume that the gauge is faulty and the driver is correct in filling the tank to 85% Wouldn't it be the driver's responsibility to notify me the homeowner that there may be a problem with the gauge rather than just filling the tank and driving away? Thrifty's initial response to me when I complained was "even if the tank was filled to 100%, the pressure release value would release any excess pressure" to which my response to that was "that's assuming that the pressure release valve was working properly" and unless Thrifty was able to validate whether the release value is working correctly, they cannot make that assumption

Initial Business Response /* (1000, 6, 2016/07/13) */
Thrifty regrets the customer's unsatisfactory experience
Thrifty has scheduled 7-22-for the tank delivery/set date
Thrifty is not willing to give customer a new tank or a gallon tank

3/6/12:00:27 PM***REFUND; Transaction ID: *** Payment Method: *** Amount: USD (646.86) Customer Name: *** * *** ***Tell us why here

Initial Business Response /* (1000, 5, 2016/07/13) */
We regret the customer's unsatisfactory experience
Thrifty delivered gallons of holdover propane on 7-8-
The tank is currently scheduled for delivery on 8-17-If this date is not acceptable to the consumer, the consumer needs to
indicate they would like a refund