Thrifty Propane

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/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 gallons purchased at $= $= has fee $19.94= $and the most recent prebuy purchase of gals 1500-$0.979ppg, tax EXEMPT, HAZMAT STORAGE FEE CCFEE 9.99= tOTAL for a total of $total refund Check #***

Initial Business Response / [redacted] (1000, 5, 2016/01/04) */ We regret the customer's unsatisfactory experience A refund request has been submitted to management Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received the full refund on 1/6/Thank you

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

Customer received delivery today 1/16/the 15th business day We do apologize for the delay we have had many unforeseen weather and road conditions making very difficult to handle incoming calls looking for ETA

We see multiple calls from the consumer from 7/24-7/26, and all but one were hang ups ranging from to seconds long, Thrifty finally received a message from the customer on 7/26/at which time she had placed her complaint to the Revdex.com Thrifty no longer services the consumers area, therefore Mrs [redacted] is entitled to a full refund which has been processed for $ this is for the remaining pre-buy gallons on the account

I have called the customer directly and we went over the charges The customer was only charged $for all propane, a refund has been issued and the ER fill will be refunded - when we finished the call the customer was content

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."I placed first call on December 28th....Sunday, Jan 7th I had a partial fill - total # of days was and after many many phone calls, voice msgs, emails and chats." I was not given a copy of Thrifty's agreement and was not aware of the 40% notice if needing a refill

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

Initial Business Response / [redacted] (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 yearWe are likewise augmenting our fleet and reviewing our procedures to streamline response in both arenas Initial Consumer Rebuttal / [redacted] (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 / [redacted] (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-the customer placed an order online Final Consumer Response / [redacted] (3000, 17, 2016/04/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I cannot keep going back and forthIt 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 necessaryIf calls are not returned, it is impossible to do business

Initial Business Response / [redacted] (1000, 5, 2016/01/19) */ We regret the customer's unsatisfactory experience Thrifty delivered gallons of propane to the customer on 1-5-

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 meI received the refund check today, July 10, Thank you for your assistance with this matter

I am rejecting this response because: I just had to purchase gallons at $for my rental house My renter passed away and there was only 18% in the tank I could not wait on Thrifty to bring my remaining balance to there as it would have ran out Therefore, I would like to be reimbursed the gallons at $ That would be a total of $

Initial Business Response / [redacted] (1000, 6, 2016/02/17) */ We regret the customer's unsatisfactory experience On 2-4-Thrifty replaced the customer's regulators and did the methanol injection On 2-12-Thrifty received cc retrieval case information for $ Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/02/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company provided no explanation or accountability for the days it took to finally rectify the problem with the methanol injection and regulator replacements In addition, the company has provided no compensation for this delay or a refund for the faulty propane deliveryIn other words, I have paid full price for a product that was either damaged or defective I am still seeking the refund for the price paid, which was $I have separately opened an investigation with the Maryland Attorney General's Consumer Protection Division and am awaiting assignment to a mediatorI can cancel the investigation if the company simply refunds the $ Final Consumer Response / [redacted] (4200, 15, 2016/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will only accept a full refund of the price paid for the defective delivery as I have been counseled I am entitled to Final Business Response / [redacted] (4000, 17, 2016/03/28) */ The customer needs to contact Thrifty to have the gallons deliveredThe customer will not be charged anything for the delivery of the gallons as the customer has a credit for gallons

I am rejecting this response because:I have been told this same thing multiple times And only once did they ever do anything, and that was the and only time they put methanol in the tank and was going to replace the regulator which was already (out of my pocket) done because they never came out prior I was told there was no way to test the tank for water inside which is why the regulator is freezing up The only way for water to be inside was wither they installed it that way or its in the propane We had to place a light over the regulator so it would not constantly freeze up last winter since they never came out ans promised My elderly parents live their and I'm not risking no heat for them Please just replace everything as stated in your WARRANTY!

I am rejecting this response because: They are not telling customers to business days when order is placedAnd the know what deliveries they have and they should know date if they cant handle deliveries in other states they should not be taking orders

Thrifty delivered gallons to the customer on 12-21-

Due to unforeseen weather and road conditions we were set back on our deliveries - I have brought this to the attention of dispatch and will get delivery made