Thrifty Propane, Inc.

Initial Business Response /* (1000, 8, 2015/10/29) */
We regret the customer's unsatisfactory experience.
On 7-25-15, the customer purchased a 500 gallon tank and 400 gallons of propane.
On 9-30-15 the 500 gallon tank was delivered.
On 10-15-15 the customer filed a credit card dispute...

for $281.51, Case # [redacted].
On 10-19-15 the Thrifty delivered 400 gallons of propane.
On 10-20-15 Thrifty delivered 25 gallons of propane.
At this time, the customer has received all the propane that they ordered.
The customer owes Thrifty $281.51 for propane.

Per our tracking that we sent with the refund check - the customer received the refund and was satisfied.

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. Propane delivered today at 11:30 AM

The customer's tank delivery and set date is December 23, 2016.

We are and have been in contact with [redacted] about this, he is aware that we are coming out and fixing this problem.  We spoke to him today and he said he is very happy with Thrifty and how we are handling this - I am not sure where this Revdex.com complaint is coming from.  Customer is happy and...

we are taking care of him.

Customer needs to call us when they are atleast at 30% not 10% to insure they do not run out of gas before we get there.  Customer does own their own tank, so they are free to call any local supplier that can deliver to them.  We spoke to the customer on 3/12, 3/19 and have a message in...

our support box and our rep tried to call them back on 3/23.

The refund was pending verification from our driver and dispatch that there was not a delivery made.  The customer has received a refund.  REFUND: Transaction ID: [redacted] Payment Method: [redacted] Amount: USD (1,387.09) Customer Name: [redacted]

Initial Business Response /* (1000, 7, 2015/10/12) */
We regret Ms. [redacted]'s unsatisfactory experience.
On 1-17-15 customer placed an order for propane. On 1-30-15 a delivery of propane was made on the 10th business day.

Customer called on 2/27/18 to place and order from prebuy, they were advised 15 business days for delivery, and there is 500 gallons of prebuy on the account.  I believe this is not a valid complaint as the order is placed and the gallon are on the account.

Thrifty regrets the customer's unsatisfactory experience.Thrifty issued a refund check in the amount of $1299.52 on 11-28-16 to the customer.

Customer placed an order on 12/4/17 and we delivered 202 gallons on 12/12/17 - 6 business days.  Customer called again on 1/15/18 for propane, thank at 24% and CSR did alert customer it could be up to 15 business days for delivery.  Today is the 10th business day.

I am writing today to inform you that Thrifty Propoane delivered my propane on Saturday, so there is no need for you to do anything else on my behalf regarding this complaint.  I’m not sure if the delivery of my propane was related to my filing of the claim, but the day after the complaint...

was issued my propane was delivered. I still stand behind the comments I made in the complaint, but since my desired remedy was “delivery”, I’ll consider the matter satisfactorily resolved.  Many thanks for any work you did on my behalf.  Please know I exhausted every reasonable avenue to settle my differences with Thrifty Propane before jumping to a complaint.  My only hope is that my complaint may offer some solace to the many other good people that were frustrated with Thirfty Propane this past winter.      Best Regards, [redacted]

Yes, prebuy customers are to call in enough time to allow for the stated up to 15 business days for delivery.  We are delivering within those terms.   Customers who purchase at Thrifty Propane's low prices are asked to accept longer delivery wait times in exchange. Thrifty...

explains this on its website, and to each customer placing an order. Thrifty also advises each customer that typical delivery times is up to 15 business days, which excludes Saturdays, Sundays and any legal holidays. Further, Thrifty Propane advises that any customer placing an order have an alternative heat source to propane, so that in the event that the propane runs out, they are able to heat their residence, whether with wood or electricity.When a customer runs low on propane, it is often forgotten that the low prices and the long delivery times are related. Concerned, customers call for delivery, Then, our customer service staff has to go over with them that Thrifty Propane is a long-distance provider. Thrifty Propane apologizes for any lapses in customer service arising from these circumstances. The necessity for propane changes with the weather, demand is unpredictable. Thrifty staffs to it best of its ability, given the unpredictable nature of staffing demands, which are driven by the weather.

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.   The day after I filled the complaint Thrifty propane called and the lady said they found our 500 gallons of gas it is not gone. We scheduled a delivery at that time, I think today is day 9 or 10 so we will see.  Hopefully we will get a load of gas next week.

We are working to get this delivered ASAP - Prebuy is always up to 15 business days for delivery.  Due to the unforeseen weather and road conditions were set back.  I will get delivery made.

Thrifty regrets the customer's unsatisfactory experience.Thrifty has scheduled the pump out and tank pick up date for 11-29-16 between the hours of 9 a.m. and 10 a.m.  Thrifty will disburse a refund check within 5 days from the date of 11-29-16.

Customer has 160.5 left on prebuy - we will refund at the rate they paid of @1.299 for a refund total of $208.49.  We also ask the customer to call another local provider as they own their own tank.

We delivered on the 18th business day - order was placed on 12/18 and delivered 1/15.  We have several obstacles in this area with weather and dangerous road conditions that delayed delivery in this area.   We apologize for being 3 days out of our terms.

I am rejecting this response because:They showed up 1/2/18 and then left as their equipment...

was frozen leaving us no choice as we were at 0% . We found a solution to keep from freezing. Coming back on 1/3/18 was a pathetic attempt to try and make good on an already broken promise for emergency service. We would like to be reimbursed for the prepaid propane we still have. That way Thrifty can sell to a new customer for higher profit and we can move on.

Initial Business Response /* (1000, 8, 2016/01/25) */
We regret the customer's unsatisfactory experience.
On 1-8-16, Thrifty issued a full refund to the customer in the amount of $797.63.