Thrifty Propane, Inc.

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.   I appreciate your looking into this.   They have filled me up.   I would like to...

update my review to say"After contacting Revdex.com they quickly filled my propane tank.  "  Thank you. [redacted]

Initial Business Response /* (1000, 5, 2015/08/26) */
We regret Ms. [redacted]'s unsatisfactory experience.
On 7/13/2015 at the time the order was placed for a Change Out our customer service indicated the following:
The current tank must be less than 20% so the driver can move it, the area must be...

fully accessible by a service truck so that the driver can get within 7 or 8 ft of the tank.
The customer was aware that the driver would need to get within 7 or 8 ft of the tank. Therefore, the lawn was unavoidable in order to process the order.
We are beefing up our customer service call center to handle the volume of calls for this year.

This is more evidence that this is a scam. People pay for the prebuy, you don't deliver, and when they want their money back you create a fictional wholesale price (apparently $0.578/gallon; even though your website posts current wholesale rate [as of 09Jan2017] of $1.147) and give them half of what the paid. In addition, the cancellation fee is ridiculous because I am not cancelling due financial hardship or to get a better price. I am cancelling because Thrifty is a fraudulent company and can not be depended upon for an essential commodity. You also lack credibility because it is literally impossible to actually speak with someone to discuss this. Every extension at your company transfers to a voice mail unless you are buying propane. The bottom line is that I purchased 2000 gallons of propane at a rate (including fees) of $0.952. I have 1635.3 gallons remaining from the prebuy and expect a refund of $1556.80 due to extremely poor service. There is no way that I am paying a cancellation fee either.From: [email protected] <[email protected]: Friday, January 13, 2017 6:55 AMTo: [redacted]Subject: re: Revdex.com Complaint ID [redacted] -- [redacted]Prebuy is refunded at the wholesale rate with a $99 cancellation fee.  From: "[redacted]" <[redacted]>Sent: Thursday, January 12, 2017 5:07 PMTo: [redacted]Subject: Revdex.com Complaint ID [redacted] -- [redacted]Today I received a check for $945.96 from Thrifty propane. This is $610.84 less than it should be. The total owed to me should be $1556.80. I purchased 2000 gallons at a cost of $0.869 per gallon (Total paid = $1904.51); with fees the cost per gallon is $0.952. I have 1635.30 gallons remaining from the pre-buy. Therefore, 0.952 x 1635.30 = $1556.80. THRIFTY - will you be sending me a check for $610.84 or should I continue to work with my credit card company to pursue the purchase as a fraudulent claim? I will not cash this check until I receive an additional check for the balance.I have no idea where $945.96 has come from. This translates to $1.73 per gallon. Even if you try to pull a scam by referring to the current price of propane and not what I paid, the amount is still incorrect. Your website has the current price as $1.147/gallon.Regardless, I request a full refund of $1556.80. In addition, I still request $200 reimbursement for the emergency fill and 3 days without heat that resulted from Thrifty's lies and negligence. [redacted]

I am rejecting this response because:Obviously Thrifty Propane did not read the original complaint.  The order for a full fill was placed on their automated system on 1/4/18. ...

We never received a confirmation of the order, so called on 1/5/18 and had to re-place the order. Yes on 1/16/17 a truck showed up, only after we threatened legal action, and instead of filling the tank, only left 138 gallon bring the tank to only 51%, apparently to appease us and leaving us now to have to monitor the tank and place another order.  They may say they were here in 7 Business Days but they did not fill the tank.  They charge you in the beginning of a Pre-Buy a storage fee.  Why did we not receive a full fill.   They do not answer their phones, have resorted to a foreign, hard to understand, rude call center to place orders.  They know full well that a 15 Business Day time frame is way too long to deliver, which this time frame has changed for the 7-10 Business Day.

Good morning.  We have been working with this customer directly.Customer requested a refund since she was moving, We always recommend to the consumer to sell the Prebuy gallons to the new owner to obtain a better return.  Our Prebuy policy refund  is at wholesale rate.  We finally received a note from the cus providing us with her new address, we sent a check to the customer according to our policy.

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.They did deliver 250 gallons to me, only after I had to call the Attorney General's office and file a complaint with them.  I have requested that I be refunded the remaining amount I have paid as a pre buy customer to Thrifty Propane. This company does worse than poor customer service and they provide no communication with its customers.

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. Hopefully I will not have problem in the future getting the propane that I have already paid for.

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.I have numerous phone records of each time I've called this business 30+ calls each time where no one would answer Ive got my bill of sale now and I'm done with thrifty propane very poor customer service I will go elsewhere to get my propane

I am rejecting this response because:Although I received my propane today, it took me...

filing a Revdex.com complaint to get any sort of response from them.  This is a terrible way to run a company.  Since I own my own tank I will no longer be purchasing from Thrifty and advise others to also not take the chance.In response to their comment, I contacted their billing department to pay, but was told no  one would be in the office until tomorrow to run my credit card.  I asked the representative to call me and confirm if my card was susccessful.  We shall see if they actually do or not.

Our prebuy agreement clearly states that it is up to 15 business days for delivery and to call at 40% to allow enough time and not to run out of gas.  We delivered to this customer on the 13th business day, this is within the terms of the agreement.

Initial Business Response /* (1000, 8, 2016/02/02) */
We have investigated this matter.
On 5-11-15, Thrifty made a delivery to the customer. On this day we had two drivers on site for this delivery. Both drivers indicated that the customer was home at the time of delivery and that she told...

them where to back up to. The customer told the drivers where to stop/park. As the customer told the drivers where to park, Thrifty is not liable.

We value Mr [redacted] as a customer - in the future it will be helpful to mention which tank you would like filled since you have more then one tank on the property.

This is the 7th business day of our 10-15 business day delivery.  Please advise if you want to continue to wait for the delivery or we can cancel and refund.  Please advise ASAP so we can get this resolved.

We are on a 15 business day delivery, I have sent this to dispatch to alert the driver.  Thank you for your patience.

Hello,We understand the concern of the customer.  The customer did receive their order on 3/17 for 400 gallons.  On 3/14 the customer indicated she had placed an online order on 2/27 but after researching we could not locate this order.  With the inconvenience of the customer in mind...

we offered special delivery rates at which time the customer indicated her tank was at approximately 5%.  The customer was advised 3-5 business days for her order and she received it on 3/17.  It is advised to all customers to call when your tank is at 30-40% this will give ample time for all situations. Thank you,Thrifty Propane

Driver will be to the customers house ASAP

Thrifty delivered 300.80 gallons on 2-20-17.

Initial Business Response /* (1000, 6, 2016/02/17) */
We regret the customer's unsatisfactory experience.
On 2-4-16 Thrifty replaced the customer's 2 regulators and did the methanol injection.
On 2-12-16 Thrifty received cc retrieval case information for $139.00.
Initial Consumer...

Rebuttal /* (3000, 8, 2016/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company provided no explanation or accountability for the 17 days it took to finally rectify the problem with the methanol injection and regulator replacements.
In addition, the company has provided no compensation for this delay or a refund for the faulty propane delivery. In other words, I have paid full price for a product that was either damaged or defective.
I am still seeking the refund for the price paid, which was $285.22. I have separately opened an investigation with the Maryland Attorney General's Consumer Protection Division and am awaiting assignment to a mediator. I can cancel the investigation if the company simply refunds the $285.22.
Final Consumer Response /* (4200, 15, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will only accept a full refund of the price paid for the defective delivery as I have been counseled I am entitled to.
Final Business Response /* (4000, 17, 2016/03/28) */
The customer needs to contact Thrifty to have the 225 gallons delivered. The customer will not be charged anything for the delivery of the 225 gallons as the customer has a credit for 225 gallons.

Customer placed order on 12/28/17 when both his tanks were at 20% wanting delivery from prebuy.  The prebuy agreement states to call at atleast 35-40% especially in the winter to allow for unforeseen weather and road conditions.  He contacted Thrifty again on 1/2/18 requesting the BOS...

to go to another company for propane because he could not wait 15 business days.  We emailed the BOS the same day to [redacted]

[redacted] -- full refund.