Thrifty Propane, Inc.

Our current customer notes state that the customer at this location talked to Mike when he went out on 6/14/17 when first Revdex.com was filed and customer was happy.  It seems as though there are two differences of opinion here at this house.  Its hard to know what is going on when we talk to [redacted] and he tells us things are okay and fixed and then we get complaints filed.  We are currently scheduled to go to the home on 11/22 to replace the regulator and now today the customer called to get a fill from their prebuy gallons.  I hope this is correct. I suggest the person in the household that is not happy to be on location on 11/22/17 to talk to the service Representative to make sure we are on the same page.

We will have a CS rep contact you on this.  But at this point there is not much we can do not that a CC dispute has been filed.  You can keep that case with you CC company and pay by check the lower ppg for the 350 gallons.  We will be in touch with you soon.   Thanks!

Customer called o 12/28/17 at a very low % of 20%.  Per the prebuy agreement the customer is advised to call at 40% and delivery is up to 15 business days.  40% is to allow for delivery, especially when weather conditions can get so cold and road conditions could cause problems.  We...

delivered on the 5th business day, made a Sunday delivery and did not charge the customer for the expedited fill.

I am rejecting this response because: This complaint has nothing to do with the Bill of Sale, which took multiple phone calls in itself to obtain!My complaint is the direct result of my numerous phone calls , to request delivery of the 150 gallons of pre-paid propane. Initial phone call was December 21 with additional phone calls to this day; only to be prompted to leave a voicemail message. All my phone calls HAVE GONE UNANSWERED. I have no idea when/if delivery of propane will happen. Due to the inclement weather; I have had to call another propane delivery company to have propane delivered due to the UNRESPONSIVENESS of Thrifty Propane. Because of the lack of response from Thrifty Propane; I request the Thrifty Propane honor my 150 gallons of pre-paid fuel and deliver on a future date that I specify along with PROMPT (within 24 hours of notification) ACKNOWLEDGEMENT of the order via phone call and in writing (email will suffice).

Initial Business Response /* (1000, 5, 2016/06/15) */
We regret the customer's unsatisfactory experience.
Thrifty refunded the customer's credit card on 6-8-16 for the full amount $6,229.42.
Initial Consumer Rebuttal /* (2000, 7, 2016/06/16) */
(The consumer indicated he/she ACCEPTED the...

response from the business.)
They did finally refund our money
it took several phone calls, as no one in their business will answer the phone.

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. thank you for your assistance in this matter.

Delivery will be done today.

Thrifty regrets the customer's unsatisfactory experience.On 9-27-16 Thrifty's Customer Service Manager contacted the customer and informed him that Thrifty is not able to set his tank.  Since the customer acknowledged receiving the refund check for the full amount of $1,124.88, and if he...

chooses not to cash it, Thrifty will not issue another check.This brings this matter to a close.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that it is a shame that I had to go to the extent of filing a complaint with the Revdex.com before this company would refund...

the money that should NEVER have been taken from my checking account in order to receive my money back.  The refund was actually not received until 04/23/18 but since I finally received the funds back, I will accept this resolution as satisfactory to me.  I appreciate the Revdex.com's assistance in getting this company to do the right thing.

Delivery was completed on 1-4-17.

Initial Business Response /* (1000, 5, 2015/10/01) */
CUSTOMERS CREDIT CARD WAS CHARGED IN ERROR AND WAS REFUNDED IMMEDIATELY. PER CUSTOMERS REQUEST THE CREDIT CARD INFORMATION WAS REMOVED. TRANSACTION ID----REFUND:Transaction ID: [redacted] Payment Method: XXXX[redacted] Amount: USD (260.47) Customer...

Name: [redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/10/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My credit card was supposedly charged in error due to another customer with a very similar name. I feel though that this still should not have happened if they were thorough. They should have noticed the customer address was not matching. They did handle the credit promptly and courteously once I was able to contact someone after multiple phone calls and waiting a full day for someone to return my call from voice mail.

Customer did get gas on 12/15/17 302.1 gallons.  We have spoke to the customer on several occasions about this.

Our driver came out to the customers address to resolve the problem and was successful.  When the driver left the customer was happy and no complaints.

We regret the customer's unsatisfactory experience. Thrifty processed a refund to the customer in the amount of $1188.80 on 8-11-16.

We are mailing the customer a check #[redacted] in the amount of $4035.35.  Customer was called and notified that the refund check is being sent.

Initial Business Response /* (1000, 8, 2016/03/14) */
We regret the customer's unsatisfactory experience.
We are beefing up our customer service call center now to anticipate another hard winter next year. We are likewise augmenting our fleet and reviewing our procedures to streamline response...

in both arenas.
Initial Consumer Rebuttal /* (3000, 10, 2016/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, I needed to place an order and nobody is answering the calls or responding to my voice mail (not even the next day!!!). So the business' response to my complaint means absolutely nothing.
Final Business Response /* (1000, 15, 2016/04/12) */
Whenever customers cannot reach a customer service representative on the phone, we encourage customers to place orders online.
On 4-7-16 the customer placed an order online.
Final Consumer Response /* (3000, 17, 2016/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot keep going back and forth. It is frustrating.Obviously this business is not willing to accept responsibility for their awful and lazy customer service.
Yes, some orders can be placed online however not every order can be processed online and phone calls are necessary. If calls are not returned, it is impossible to do business.

This customer filed a charge back with their credit card company - we cannot issue a refund while the amount is being disputed.

The refund will be processed and BOS mailed.  Please allow 1-10 business day. Thank you

I am rejecting this response because: I happen to know they have...

been and still are delivering to neighbors that live nearby, just up the road from me, in the samecounty.   Refunding my monies is not acceptable as I have paid them thousands of dollars over the past decade to hold large quantities ofpropane for me...., it was in other words, pre-bought.  Those dollars are no longer worth as much as they were when I paid themto Thrifty.  If they want to get rid of me by returning my pre-buy monies from over the years, they will have to pay interest on themonies of mine that they have held and used in their business. They can fill my tank over the next few years until they have used up what they now hold in pre-bought gallons, and when that isgone, then they can take me off of their list.  Ten years ago I bought a tank from them with the contract and promise that they wouldsell me propane to put in it. [redacted]

Hello,We will have a service technician out to the customers location the week of June 5th to test the tank and further investigate this issue. Thanks!