Thrifty Propane, Inc.

Thrifty Propane apologizes in advance for the inconvenience.  This customer did purchase a prebuy and received the attached prebuy letter when then made their purchase.  All of the details of cancellation, delivery time and refunds are outlined in this letter.  Mrs [redacted] called in...

on 11/13 only asking for an immediate call back with no details.  We spoke to her the same day and offered her the ER fill, details that she requested for canceling and she told us she would call us back.  I have attached the prebuy letter with our response, and all details are clearly written there.  We do value Mr and  Mrs [redacted] as customers we will refund their prebuy at full value.  Their first prebuy balance of 445.8 gallons purchased at $1.279 = $570.18 = has fee $19.94= $590.12 and the most recent prebuy purchase of  1500 gals 1500-1999 $0.979ppg, tax EXEMPT, HAZMAT 59.82 STORAGE FEE 30.00. CCFEE 9.99= tOTAL 1568.31 for a total of $2178.37 total refund Check #[redacted].

I am rejecting this response because:
I was charged $2.35 per gallon, not $1.998.

I am rejecting this response because:
Thrifty propane never reimbursed me had to go to personal bank to contest the charge personal bank refunded me

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. My refund arrived 03/13/2018.

Consumer stated that the propane was delivered today.

Delivery was made on the 11th business day 1/19/18 - well with in the 15 business day terms

Hello,This is an area that Thrifty cannot currently deliver to.  A full refund for all of the gallons will be sent to the customer.  We apologize for the inconvenience this has caused. Thank you,Thrifty Propane

We regret the customer's unsatisfactory experience.Thrifty never charged the customer $200 for an ER fill.  There is no refund to process for this.Thrifty will process a refund for the remaining prebuy on the account.

I am rejecting this response because:  I was told by Angela the owner when we placed the order on Jam 9 it would be 4 days and it would not go into the following week. I was very specific when clarifying this a we were almost out and we have children.   Yes we can go anywhere but its not that easy.  Since we would not be a customer we would have to wait in line.  I still am upset with the lack of customer service.  I am upset that when we ask about a delivery date we are given a ridiculous answer.

This customer won their CC dispute for the whole amount of the 2000 gallon prebuy and paid for their March 2017 delivery - all was clear on this one.  The dispute was won before the closing of this complaint and Thrifty did not dispute the claim.

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. Phone calls were made to thrifty, and I was disconnected numerous times when put on hold. Terrible at responding or delivering in the timeline that they set forward. Case is resolved. Thank you Revdex.com, without you I would still be waiting on my tank.

I am rejecting this response because:I would like a refund of...

the gallons of propane I have paid for and were not delivered (over 1600 gallons) and would also like reimbursement of the $200 I had to pay for emergency service. No one is available to speak with me when I call and no one calls me back. [redacted].

When you call in to order propane the quoted gallons are approximate and used for quoting prices.  The amount of gallons needed on the day of the order are going to be less then when we come out because you are using the propane.  The tank was filled to 80% and at the time of the fill...

there was not a leak.  We have an ER line for leaks and have no record of this customer calling in, this is a customer owned tank and any repairs are up to the customer to call a local service company to call and service the tank.  We can have the driver come back out to the the location and take a look at the tank.

I so apologize for the inconvenience this has caused but this is a customer owned tank and we are not repair tanks, that is the customers responsibility and they can call any local repair to take a look and do the repairs.  The customer has a prebuy with us of 2633.3 gallons, and we are...

obligated to deliver propane but we do not repair tanks.  If the customer felt we were not servicing fast enough, they need to call a service company.  Our top priority is delivering propane.  Hope the customer understands.  Thank you!

Initial Business Response /* (1000, 5, 2015/11/04) */
We regret the customer's unsatisfactory experience.
On 10-1-15 the customer at 15% requested a fill from the pb account.
On 10-13-15 the customer received a 50 gallon credit to the account to accommodate the delay in the delivery....


On 10-15-15 the customer received a delivery of 92.90 gallons.
We have beefed up our customer service call center for the hard winter this year. We have likewise augmented the fleet and reviewed our procedures to streamline response in both arenas.