Thrifty Propane

[redacted] requested refunds on for his account and his parents [redacted] and [redacted] On the same day he filed a credit card dispute for both accounts ---When a dispute is file we cannot refund any accountThere is a 90-day turn around time for a disputeUntil I get a letter from the credit card company stating the dispute is dropped or they are satisfied no refund can be doneWe have to refer the customer to call their credit card company I called Merchant service on and they stated that Discover took the hold off the fundsThe customer [redacted] acct # -Total gallons delivered (838.60) balance we owe full price $(Refund).** & [redacted] #- Total gallons delivered (873.30)balance we owe full price $(Refund)Discover card has a strict policy which states they do not allow reversals So that being said no letter was received from his credit card company stating the dispute(s) were dropped The dispute went into its full turn around time A check is being cut to Mr [redacted] to close this case

Initial Business Response / [redacted] (1000, 10, 2016/02/20) */ We have completed the investigation of this case We continue to beef up our fleet and customer service, to anticipate a higher volume of customers this WinterFurthermore, we persist in augmenting our fleet and customer service to streamline responses in these arenas On 11-11-the customer purchased a refurbished tank and gallons of propane On 11-23-the tank was delivered with gallons of propane in it to the property On 12-3-the driver moved the tank to location to be set On 12-4-the tank was set and gallons were delivered The customer is still owed gallons of propaneThe order has been placed for the delivery of the gallons to the customer The complaint on the scratches of the tank: Cost of the refurbished painted tank was $(Cost of a new gallon tank is $1069.) At the time of the delivery of the gallons, the driver will take photos of the tank and we will evaluate photos Initial Consumer Rebuttal / [redacted] (3000, 12, 2016/03/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have yet to be contacted or speak to a Thrifty representative After multiple failed attempts to contact and order propane in January we were forced to buy propane from another source so we could continue work on the houseOn 2/23/we found an invoice at our house from Thrifty (still no contact from the company) for gallonsThrifty still owes us gallons Thrifty claims photos were taken of our tank to be evaluated, but we have yet to hear from Thrifty about this issueOur tank still needs paintedSee attached photos Final Business Response / [redacted] (1000, 18, 2016/03/28) */ The driver had used 41' of cooper at the time of installationThe customer was never charged for the cooper which was $ The customer is owed gallons which equals $ Thrifty is offering $for the paint on the tank Taking the $for the cooper and subtracting it from the $79.70, the customer owes Thrifty $ At this time, Thrifty asks that customer pay the $owed for the cooper and then this matter will come to a close

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 businessThey 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] ***

Our current customer notes state that the customer at this location talked to Mike when he went out on 6/14/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/to replace the regulator and now today the customer called to get a fill from their prebuy gallons I hope this is correctI suggest the person in the household that is not happy to be on location on 11/22/to talk to the service Representative to make sure we are on the same page

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

Thrifty paid our driver to arrive to deliver to the customer on 12-26-There is a lock on the tankDriver has left a voicemail to the customer to have the lock removed by the company who locked the tank before Thrifty can fill itThrifty has paid their driver for the time and fuel to get to this customer's house to deliver timely, but could not fill due to the lockThrifty will need the customer to show the proof of tank ownership before Thrifty can fill the tank

Customer placed order on 12/18/and we are on a 10-business day delivery As our website and prebuy agreements state, customers should call when take is at 35-40% to ensure they will have propane to get them to delivery This customer was at 25% when called and today 1/2/is only the 9th business day

I am rejecting this response because:I was told by Angie on 1/9/that it would be days NOT I was very specific when I asked if it would not go into the following week and Angie said no it would notYesterday 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 business daysWhat does having a customer owned tank have to do with the deliveryI 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 days Thanks

I am emailing in regards to the Complaint ID [redacted] that I filed against Thrifty Propane I received the response that they sent back to Revdex.com and it says they have sent me a refund of $back on 4/but I have not received either a credit to my card or a check in the mail (they are based out of Medina, OH and I am in Delaware, OH so the mail shouldn't take that long to get here) They also say I spoke to a CSR which I certainly did not even after leaving multiple messages on their voicemail What do I do if I haven't received the refund within the calendar day response period?Thank you for your help, [redacted] ***

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

We apologize for the inconvenience and a refund is being processed and the order canceled

Today is the 8th business day of the -business day delivery time - we are delivering with in these terms

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 meMy refund arrived 03/13/

Thrifty regrets the customer's unsatisfactory experience.On 9-27-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

Thrifty delivered gallons on 2-20-

Propane was delivered on 3/25/

First, Thrifty Propane would like to thank Mr [redacted] for being a customer I have attached the last two prebuy receipts along with email communication from Mr [redacted] assuring us he did get the receipts At the end of paragraph 1, it clearly states our policy "Refunds for propane will be set at the wholesale rate as the date of purchase or the cancellation date, whichever rate is lowest." Please see the attachment for full details

We delivered today 3/12/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 / [redacted] (1000, 5, 2015/12/10) */ We regret the customer's unsatisfactory experience On 12-8-Thrifty delivered 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 / [redacted] (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 problemsI believe I will finish out my contract with them and change propane providers at the first opportunity

Initial Business Response / [redacted] (1000, 5, 2016/01/19) */ We regret the customer's unsatisfactory experience Thrifty issued a refund on 1-7-in the amount of $1,