Thrifty Propane, Inc.

On the date of delivery, Thrifty filled the customer's tank to 85%.  The customer's concern is unless the driver checks the pressure release valve, how does he know it is working?The only way to test a pressure release valve on a tank that is in service is to fill it until the valve...

releases.  This is not safe and Thrifty will not do this.  The customer's tank is able to hold more pressure because it is underground and keeps the tank and propane at a cooler temperature thus allowing less expansion.

I am rejecting this response because: They have been given plenty of time to cut a check.  They do owe us the $150.00 emergency delivery fee because they failed to inform us they could not deliver the propane.  Thrifty's truck was out of service ie broken that services PA.  My husband found this out my later.  You have had plenty of time to call us and tell us you could not delivery the propane.  Instead, thrifty just said it was coming.  3 weeks  later propane was not delivered.  We had to purchase propane from another provider...that amount you are not responsible for but the emergency fee yes.  This is not how you do business.

Initial Business Response /* (1000, 5, 2016/02/17) */
We regret the customer's unsatisfactory experience.
On 1-25-16 the customer called Thrifty and wanted a refund of the prebuy.
On 1-26-16 the customer called in and indicated they haven't received any propane.
On 1-27-16 Thrifty...

delivered 204.70 gallons to the customer.
Since the customer accepted the delivery on 1-27-16, there is no indication that a refund will be processed.

We regret the customer's unsatisfactory experience. The customer filed a credit card dispute on 7-22-16 for the full amount of purchase $441.62. There is no need for Thrifty to process a refund.

Initial Business Response /* (1000, 5, 2016/01/19) */
We regret the customer's unsatisfactory experience.
The customer must contact Thrifty if it would like the tank picked up and schedule a date and time for this.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/28) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
It is very difficult to communicate with this company.
Never return any call, they have an excuse for every thing. They never do the work in a simple way. Like giving the consumer hard time is part of their routine. Because of that, promises from this company is not guaranteed till it is done. Called the company, they will call me back by the date and time of removal of the tank. so, it is not finish as of now.

Final Business Response /* (4000, 9, 2016/02/12) */
We regret the customer's unsatisfactory experience.
Thrifty has scheduled for the tank to be picked up on 2-20-16. Thrifty will contact the customer on 2-20-16 when they are in route to pick up the tank.
Final Consumer Response /* (2000, 11, 2016/02/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)
AS I mentioned before, so many times the company scheduled to remove the tank and never happened. The driver should carry with him the paper work to remove the tank, also the propane gas, plus a refund of the money paid. I will not call the company for any thing else. the transaction should end 2/20/16. So it is yes with this conditions.

We will refund the customer in full with no fees and we will have a $200 credit on the customers account for future use, we do apologize for the inconvenience.

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 want the refund in the form of a check mailed to our address, Thrifty has on file for our account [redacted]Would like to know when the refund will be coming.We do not want the $200 credit on the account, we will not be calling to use it.  We have a new reliable Propane Company

I have called the customer directly and we went over the charges.  The customer was only charged $1.998 for all propane, a refund has been issued and the ER fill will be refunded - when we finished the call the customer was content.

I am rejecting this response because:
I just had to purchase 200 gallons at $2.199 for my rental house.  My renter passed away and there was only 18% in the tank.  I could not wait on Thrifty to bring my remaining balance to there as it would have ran out.  Therefore, I would like to be reimbursed the 160.5 gallons at $2.199.  That would be a total of $352.94

Good morning, Yes, this customer was informed that we no longer service this area.  A full refund was issued 101.30 @ 1.119ppg = $121.46 + Tax at 0.07%: 8.50 + no haz fee= Total refund 129.96, MAILED CK#[redacted] $129.96 TO ADDRESS LISTED ON THIS ACCOUNT on 7/7/17. Thank...

you,Stephanie

Initial Business Response /* (1000, 5, 2015/12/21) */
We regret the customer's unsatisfactory experience.
On 12-18-15 Thrifty delivered and set a new tank to the customer.
First fills are completed within 3-5 business days after the tank is delivered and set.
Initial Consumer...

Rebuttal /* (3000, 7, 2015/12/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The tank was set on 12-16-15 not the 18th like they have stated. I have made many calls this week to the company because the tank was only pre-filled with 25 gallons which I ran out of on 12-19-15. I corrected them on the set date multiple times and I still have not received the propane I have purchased and today (12-23-15) is the 5th business day. Customer service cannot give me an answer when it will be in route and I cannot talk to anyone who has that answer. This is the 3rd time this company has let me run out of propane since I purchased the 3,000 gallons of pre-buy propane on 10/23/15. I have the service work order that shows the set date clearly.
Complaint Response Date bumped because: Holiday
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 9, 2016/01/11) */
We regret the customer's unsatisfactory experience.
Thrifty delivered 400 gallons to the customer on 12-26-15.
We continue to beef up our fleet and customer service, to anticipate a higher volume of customers this Winter. Furthermore, we persist in augmenting our fleet and customer service to streamline responses in these arenas.

Customer purchased the prebuy on 7/18/16 at the rate of .889 ppg.  I have attached the receipt that was emailed to the customer when this was purchased.  Customer called in on 3/3/17 for a fill and canceled on 3/13/17 8 business days later, because as she stated in this complaint, it was not fast enough, this is also on our receipt, to allow approximately 12 business days.   They then sent an email mentioned they would be moving, they were advised they can transfer the prebuy for $59 or refund, bought back at wholesale rate and the $99 cancellation fee.  On 7/7/17 we received the letter from [redacted] stating they were moving to Wisconsin and to mail her a refund.  No forwarding address was given.  CUSTOMER HAS 643.60 GALLONS AT MT B RATE 0.4756=$306.09 + HAZ FEE $19.94 = $326.06 LESS $99.00 CANCEL FEE = $227.06 WILL REFUND WHEN CUSTOMER CALLS IN VERIFY THE MAILING ADDRESS.  On 7/17/17 we had an email from the customer looking for refund, we received the address and sent the check.  Our terms are clearly stated in our prebuy receipt, see attached.

Thrifty processed a refund in the amount of $351.16 to [redacted] on 1-23-17.

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 received the refund check today, July 10, 2017.  Thank you for your assistance with this matter.

We delivered today 3/12/18 on the 10th business day - please remind customers to sit tight and wait for delivery, we are delivering within our stated terms.

Initial Business Response /* (1000, 5, 2016/02/02) */
We regret the customer's unsatisfactory experience.
Thrifty delivered 442.30 gallons to the customer on 1-19-16.

I am rejecting this response because:I was told by Angie on 1/9/2018 that it would be 4 days.  NOT 15.  I was very specific when I asked if it would not go into the following week and Angie said no it would not. Yesterday I left several messages and no one ever called me back.  About 4pm I called and someone did answer the phone who told me that Angie documented the conversation and noted I was told 4 business days. What does having a customer owned tank have to do with the delivery. I have called other suppliers and told me that Thrifty has left other people with no propane which has backed them up.  I just want to know WHICH day you will be out.  We ran out yesterday, I have a child and just need to figure out what I need to do till the tanks are filled.   I don't understand why I cant get told a date for the delivery.  Even in the summer we are quoted 15 days.   Thanks

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. It is completely ridiculous that I had to contact the Revdex.com to get an invoice from Thrifty.

When customer filed the complaint they wanted a refund that is what we have processed - please look for the refund check in the mail.  Thank you!

Customer called and placed order on 1/5/18 and propane was delivered on 1/10/18 .  Customer did not run out of gas and spoke to serveral reps in the meantime.