Thrifty Propane, Inc.

Customer has been calling our customer support team and did get this resolved, yesterday.REFUND;Transaction ID: [redacted] Payment Method: [redacted] Amount: USD (21.95) Customer Name: [redacted]

We are sending the customer a check for $25.80 which is, 21 gallons at $1.229 .  Thrifty does apologize for the long hold and the service rep not getting back to them.  We are working on training our customer service reps and providing better customer service.  Thank you!

I am rejecting this...

response because:
I would like to re-request the waiver of the $99 cancellation fee. The cancellation was not processed in a timely manner, and the customer support (or lack thereof) was continually unavailable or unable to inform me of my current cancellation status.

The consumer feels the business has used her money for its financial gain.  The consumer does NOT want a refund.  She wants the propane.

I am rejecting this response because:
We called numerous times to report we were out of propane.  Your customer service representatives did not care, and never offered to help us in anyway.  We were forced to contact another company for an emergency fill, that they completed on December 22nd (they delivered only 200 gallons to get us through until you showed up to fill the remainder of our 500 gallon tank).  Your driver showed up on December 28th, and only delivered 160 gallons of propane.  This is far less than could have been added to the tank.  Apparently, Thrifty felt it acceptable to potentially let our family be without heat for a full week in below freezing temperatures. The delivery was not within your stated maximum delivery window, and every time we called no one could provide any information on when you would arrive.  We filed a dispute with the credit card based on your companies lack of ability to deliver a pre-purchased item within the stated delivery time, and due to the need to purchase this item from another company.  In fact, you still owe us approximately 250 gallons of propane from what we bought last year.  Either deliver our remaining balance immediately, or send a refund check for those gallons.  We will no longer do business with your company, and demand either a full refund or delivery of goods.  While I would love to request that you also compensate us or the $100 emergency delivery fee, at this point I would be happy with simply getting what we've already paid for through your company (via refund, or delivery of propane).

I am rejecting this response because: I have left current contact information multiple times. We have hired another supplier and simply want our money back.

Thrifty delivered 150 gallons of propane to the customer on 12-15-16.

I am rejecting this response because: the leak was caused by the tank being overfilled!

We regret the customer's unsatisfactory experience.Thrifty is mailing out on 11-12-16 check # [redacted] in the amount of $2797.29 via 2 day priority with tracking.

I am rejecting this response because:
I have reviewed the response from thrifty propane about my payoff for my refund. At no time did they advise me to sell my prepay to the buyers of my house. When I called them to ask about the payback, the ONLY thing I was told was it had to be in the form...

of a written request. I never signed any contract to know what the terms we're. Also this started months ago, I had called for a fill, time had gone by and I called back when we had not heard from them. In that time a family member became terminally ill and the need arose for us to sell and move to Wisconsin. Our house sold in three days, very very quickly. At that time I requested a payback. Nothing more was told to me. Paying back Les than half of what I had originally paid is really not called for. Had they told me, I know I could have sold it to the buyers, but nothing was said to me. Thank you.

All refunds are in the process of being mailed, you should receive with in the next week.  Thank you for your patience.

Initial Business Response /* (1000, 5, 2015/12/31) */
We regret the customer's unsatisfactory experience.
Thrifty issued a refund to the customer in the amount of $705.84 on 12-18-15.
Initial Consumer Rebuttal /* (2000, 7, 2016/01/05) */
(The consumer indicated he/she ACCEPTED the response...

from the business.)
got my money back. piss poor customer service that cost me a lot of time to resolve.
bought a set of new tanks for about what they were charging for used tanks.

Initial Business Response /* (1000, 5, 2015/12/10) */
We regret the customer's unsatisfactory experience.
On 12-8-15 Thrifty delivered 565.70 gallons to the customer.
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.
Initial Consumer Rebuttal /* (2000, 7, 2015/12/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While I am optimistic that the company will respond more quickly, my mind tells me they will continue to have problems. I believe I will finish out my contract with them and change propane providers at the first opportunity.

Thrifty delivered 326.50 gallons to the customer on 12-21-16.

Order was placed on 1/2/18 today is the 7th business day of the up to 15 day delivery time.  Customer also called at a very low 10%.  This is never advised in the winter.  Customer does own their own tank and if they did not think they could wait the time given they could call a local...

supplier

Initial Business Response /* (1000, 5, 2016/04/28) */
We regret the customer's unsatisfactory experience.
Thrifty delivered to the customer 270.80 gallons on
4-27-16.

Initial Business Response /* (4000, 11, 2016/06/15) */
We regret the customer's unsatisfactory experience.
The consumer received the first fill by Thrifty on 6-6-16.
Thrifty went to the consumer' residence on 6-9-16 and installed a low pressure regulator.
Final Consumer Response /* (3000,...

6, 2016/05/31) */
thrifty propane did deliver my first fill on may 30 16 but this is summer what happens when winter comes the tank setter did not replace a new low volume regulator which I paid for initially. he left it here thou assuming the other company would not take it. I paid 108 dls and 99 dls for installation now the old co did take the regulator and I should not have to pay another 99 dls for a return tripby the way I received no apology or sorry for me running out for 6 cold nights nghts

I am rejecting this response because:  You only called today (17Nov17) and talked to [redacted], and when you called you Thrifty had no ideal what my complaint was or that there ever was a problem since we bought the tank.  The lady that called said the notes state that you Thrifty replaced a gauge which you did not and the gauge still does not work, even though that is not my current complaint.  You Thrifty state a driver is coming out to again replace the regulator which has been replaced twice already since we have had the tank.  It is not the problem according to Mike H[redacted] who came out in June and said it had to do with the way something was set up on the tank.  You have at least 22 voice messages and at least 4 on line chats within the last 5 months from me stating the problem.  Had you ever once called and talked to me about the issue and fixed it very first time we called about it when we first bought the tank I would of never involved the Revdex.com. This is the exact problem I filed earlier with the Revdex.com and you finally sent out Mike H[redacted]. The simple fact is when the temps reach below freezing the regulator freezes up and we have no heat. Please call mike H[redacted] and get the facts as the lady on the phone says he no longer works there.

We have attempted to call the customer at the number listed on the account [redacted] and the number is disconnected.  Our website and prebuy agreements all state to call at 45% and to allow 15 business days for delivery.  Please visit www.thriftypropane.com for all information. ...

I will forward this to dispatch to make the driver aware we are late on your delivery.

We apologize for the inconvenience. Thrifty refunded the customer $737.31 on 1-12-17.Per the customer on 1-11-17, confirmed he would pay $528.32 for the first 300 gallons.  The remainder for $218.98 will be paid on 2-3-17.