Tolino's Fuel Service, Inc.

September 4, 2015I'm in receipt of your letter dated 8/20/Here's what transpiredWe had set propane tanks at the customer's house in February The customer purchased propane on a regular basis until the last delivery on 7/15/We have not made a delivery to his location since then
Each summer we review customer accounts to look at usageIt has always been our policy to do this, if we see that a customer hasn't used propane in some time, we contact the customer, try to ascertain why no usageIf the Customer for whatever reason isn't going to use propane, we explain that we would come out and pick Up the tanks and a credit would be issued to themUnlike many propane companies we do NOT charge customers on an annual basis a fee or non-usageIn the industry it the commonplace for companies to send out each year to customers a bill for and higher for non- useIt has always been our opinion that we would rather have the tanks back so we may deploy them to other customers homesThe tanks at *** *** house were picked up on 7/30/At that time there were gallons between both tanksWe derive at this number by reading the tank gaugesHow we determined the dollar credit to be given to *** *** was as follows: - His last delivery was on 5/15/then he paid per gallon for gallons, the delivery prior to that (10/13/06) he paid per gallon for gallonsif you average out those last deliveries by gallon and cost it comes out to per gallon(Please keep in mind that this was for propane that was delivered to the tanks last in Today if he got a delivery he would be paying per gallon and an argument could be made that we should credit that gallon amount back to him).I spoke with *** *** he explained to me what had transpired, I got the call once he wasn't satisfied with the credit he was issued to his oil account (he's gotten fuel oil from Tolinos since 2000)I explained to him that I understand his frustration, but our policy is very fair and he's had tanks there for years with no delivery, was never charged anything for them sitting there, and he received a credit based on the average he paid for the last deliveries he received over years agoI also explained to him that the propane market pricing is a lot less then it was when he got the deliveries but that we felt that a credit of the average he paid was more than fair*** *** indicated that he had some document that our service tech signed the day the tanks were picked up indicating that the gallons in the tank totaled (we calculated 158), said if he had that please bring it to our office and well credit you for the He said that he would come by with it and as of today I haven't seen anything, Finally it is also our policy to issue credits to customer accounts not checks, *** *** uses fuel oil, has an account here and is free to use his credit in the amount of anytime he wishesAt the current price of per gallon that would translate into gallons of fuel oilIn my discussion with *** *** My conversation was VERY cordial, l expressed several times understand where he's coming from but that's not our policy and think how we handled this is very fairtake great offense with his comment that was arrogant and rude, in fact just the oppositebelieve our policies are reasonable and fair and the credit at the average that he paid for the propane is more than fair, Our decision stands and *** *** credit will remain on his account.If you have any questions or need any additional information, Please feel free to contact me.Dave S

October 15, 2015Dear *** ***,We are in receipt of your letter dated 9/28/We are an honest, and reasonable company that always strives to serve our customers with the highest degree or customer service and fairnessWe maintain our position on the dollar amount of the refund and after consideration, frankly we do not wish to do further business with the customer and a credit on his account would put us in a position to have to deliver to himAt this point we are oping to send the customer a check in the amount of $We stand by our dollar amount based on our fair and generous calculationsIt would be very common and accepted practice to credit a customer based on the current price which ir this case would be lower that how we calculated his refund.If you have any questions, Please contact me.Dave S

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

September 4, 2015I'm in receipt of your letter dated 8/20/Here's what transpiredWe had set propane tanks at the customer's house in February The customer purchased propane on a regular basis until the last delivery on 7/15/We have not made a delivery to his location
since thenEach summer we review customer accounts to look at usageIt has always been our policy to do this, if we see that a customer hasn't used propane in some time, we contact the customer, try to ascertain why no usageIf the Customer for whatever reason isn't going to use propane, we explain that we would come out and pick Up the tanks and a credit would be issued to themUnlike many propane companies we do NOT charge customers on an annual basis a fee or non-usageIn the industry it the commonplace for companies to send out each year to customers a bill for and higher for non- useIt has always been our opinion that we would rather have the tanks back so we may deploy them to other customers homesThe tanks at *** *** house were picked up on 7/30/At that time there were gallons between both tanksWe derive at this number by reading the tank gaugesHow we determined the dollar credit to be given to *** *** was as follows: - His last delivery was on 5/15/then he paid per gallon for gallons, the delivery prior to that (10/13/06) he paid per gallon for gallonsif you average out those last deliveries by gallon and cost it comes out to per gallon(Please keep in mind that this was for propane that was delivered to the tanks last in Today if he got a delivery he would be paying per gallon and an argument could be made that we should credit that gallon amount back to him)I spoke with *** *** he explained to me what had transpired, I got the call once he wasn't satisfied with the credit he was issued to his oil account (he's gotten fuel oil from Tolinos since 2000)I explained to him that I understand his frustration, but our policy is very fair and he's had tanks there for years with no delivery, was never charged anything for them sitting there, and he received a credit based on the average he paid for the last deliveries he received over years agoI also explained to him that the propane market pricing is a lot less then it was when he got the deliveries but that we felt that a credit of the average he paid was more than fair*** *** indicated that he had some document that our service tech signed the day the tanks were picked up indicating that the gallons in the tank totaled (we calculated 158), said if he had that please bring it to our office and well credit you for the He said that he would come by with it and as of today I haven't seen anything, Finally it is also our policy to issue credits to customer accounts not checks, *** *** uses fuel oil, has an account here and is free to use his credit in the amount of anytime he wishesAt the current price of per gallon that would translate into gallons of fuel oilIn my discussion with *** *** My conversation was VERY cordial, l expressed several times understand where he's coming from but that's not our policy and think how we handled this is very fairtake great offense with his comment that was arrogant and rude, in fact just the oppositebelieve our policies are reasonable and fair and the credit at the average that he paid for the propane is more than fair, Our decision stands and *** *** credit will remain on his accountIf you have any questions or need any additional information, Please feel free to contact meDave S

October 15, 2015Dear *** ***,
We are in receipt of your letter dated 9/28/We are an honest, and reasonable company that always strives to serve our customers with the highest degree or customer service and fairnessWe maintain our position on the dollar amount of the refund and after consideration, frankly we do not wish to do further business with the customer and a credit on his account would put us in a position to have to deliver to himAt this point we are oping to send the customer a check in the amount of $We stand by our dollar amount based on our fair and generous calculationsIt would be very common and accepted practice to credit a customer based on the current price which ir this case would be lower that how we calculated his refund.If you have any questions, Please contact meDave S

July 15, Dear ** ***,I'm responding to your letter dated 7/10/The customer's tank was inadvertently picked up due to a clerical errorIn his account it was not indicated that the tank was customer owned and that is what caused this issueWhen he purchased the tank at
that time it was never marked that wayIn the spring of each year we look at tanks and customer usage- and in this case we saw no deliveries since (As it was shown that we still owned the tank)We attempted to call the customer- no answer and no message could be left, so we scheduled t he tank for a pick upWe picked up the tank on 4/23/The next morning we had messages on our voicemail about picking up his tank, that he owned it and that he was faxing us proofWe received his information by am and by noon the tank was returned- in fact it was still on the truck from the night beforeOur installer preformed a documented pressure test after re-connecting the tankI spoke with the customer and assured him that we would re set the tank and pressure test his entire propane systemIn addition I apologized for our errorI explained to him how this mistake occurredAnd at that time he was satisfiedThe tank was returned exactly as we took it-same tank- same amount of propane in the tank and same regulatorThe customer contacted the paper reporting the issue to them; I spoke with the reporter and relayed to him this same informationWe've admitted we made the error, and as I said I did apologize to the customer for the mistake.I also spoke with the local police department and explained to them the error on our partAnd that by the time I had talked with them the tank was already returned, reconnected and testedThey acknowledged that things like this happen.In addition the tank in question is a Lb, gallon tankThese tanks have a life of forever, requiring a visual inspection once every yearsThere is no deprecation and these types of tanks are very much in use everywhere today for small usage situations and in fact can be bought at any home depot type store.In conclusion, yes we did make an honest mistake, which we admitted to, the customer had t he tank returned actually in better condition, as we tested the propane system for any leaks and documented that none were foundI did apologize to the customer for the errorIf you have any additional questions, please feel free to contact me