As customer acknowledges, they signed a tank rental agreement which contained provisions that certain fees would be assessed if the contract terms were not complied with Those terms were not complied with, the tank was repossessed and the fees were assessed Customer has paid balance
due in full and we consider the matter closed
As customer acknowledges, a leak test was performed on system at time of first delivery in November and system was not leaking Customer received another delivery in January of gallons but did not complain of leak at that time and no leak was detected by delivery driver
Approximately one week later, customer called to report another leak When driver responded, a leak was found at regulator and repaired According to driver, customer stated at that time that she had had her husband change the regulator on the tank Customer owns propane system and we are not responsible for propane which may be lost due to leaks in customer owned systemsCustomer needs to pay balance due on account
Attached is a scan of the advertisement that I receivedAlso a copy of
the contract that the new customer received which clearly states that he was referred by meI spoke several times with a lady that works at:
*** *** *** *** ** *** *** ** *** *** *** *** * *** *** *** ** *** *** *** *** * *** *** *** *** ** office several timesI have been told that it has been taken care of several timesI keep getting a bill with interestMy balance should be $
The attached scans clearly show that I *** *** and my dad *** *** are due a $credit eachThe interest that has been added to my bill should also be removedThank you,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Representative for UPG needs to look back at their first responseThe driver NEVER stated he replaced ANY parts, for instance the faulty forge nut at the house where the gas had been leaking and as far as bad regulator, it was never checkedyes we own our tank but the propane company should NEVER fill a tank until they inspect itI was also told by the State Fire Marshall when a tank is completely empty a company should NEVER put gas in the tank with out checking the home first for open lines and that was not performed because we were not home at time of delivery
Regards,
*** ***
As customer has acknowledged again, all reports of leaks made to us were responded to and either no leaks were found or leaks were repaired We are not responsible for faulty equipment owned by the customer nor are we responsible for monitoring the customer's usage Balance due needs to be paid
Customer received a delivery on November 7, and a leak check was done because customer had run out of propane Leak check showed no leaks in system Customer reported smelling propane approximately weeks later and Economy responded and found a leak near the second stage regulator
which is owned by the customer Economy contacted customer and explained what repair work would be necessary and customer declined to have Economy perform the repair work Economy is not responsible for leaks in customer owned equipment/piping
Customer placed an order to have his tank filled up Customer only paid for a portion of the delivery and the balance due is for the remaining portion unpaid plus finance charges which have accrued Balance due needs to be paid
Account balance is due to short paying for propane deliveries Customer was advised in January that we would accept $as full payment for the balance due Customer paid $which caused additional finance charges to accrue We have accepted payment of the $in
full settlement of this account and the account now has a zero balance
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
We are not protesting that we were forced to sign a contract or the fact that they charged us for not buying propane per their contract stipulations. We are upset because an employee from the company clearly stated on a telephone conversation on May 26, at 12:pm(check your phone logs United Propane, remember that your phone calls our recorded for quality assurance) that they would work with us with the amount owedThe employee (her name was Allison) said if we agreed to pay in one payment they would adjust the amount charged to our account to a lower amount to help us outWe ONLY paid in full because no one would return our calls, the employee who agreed to work with us on the amount due never returned our calls, and they threatened to turn us over to collections if the amount due was not paid within one month of the letter sent informing us we were being charged almost $for not purchasing propane twice during a yearWe tried many many times to get ahold of someone and our calls were constantly ignoredI even wrote a letter and had it sent via certified mail
Regards,
Kimberly Sparkes
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Once again we will reiterate, we ONLY paid this amount in full because they made it clear that if it was not paid in full by a certain date we would be turned into collections, and no one from this company would return our phone calls to help resolve this matter before that due date or give us an answer about working with us on adjusting the amount dueWe have written a letter to the person in charge of customer satisfaction, we have made several attempts to get an authoritative competent person to return our phone calls, and now we have reached out to the Revdex.com for help explaining in full detail how (1) we purchased a home with this old empty propane tank sitting on the property that needed to be filled to stay warm, (2) the way in which we were basically forced into a contract when someone other than us was paying for the propane, that we unknowing signed, all while going through an ordeal with cancer, (3) the unprofessionalism of the customer service/office personnel and the men who drove up onto our septic drain field to load and haul away the tank with no prior written notice or phone call, and (4) the constant disregard of communication. We do not see how basically just blogging back and forth is getting us any further with this matter. This company is ignoring the fact that an employee clearly stated that the company would work with us to lower the amount we were forced to owe "for what???? not purchasing propane" Ridiculous!!! All we wanted was for someone to return our calls, be a human being with a heart and understand the situation we had been going through with our financial struggles and work with us on the total balance that they unethically put upon us
We appreciate the customer's patience while this matter was being investigated As indicated in the complaint, this matter has been investigated by *** *** in our corporate office The investigation has been completed and it does appear in February the customer made the
payment referenced in the complaint However, the payment made by the customer was not applied to the account nor was it deposited into our account The customer's account will be credited for the payment made which will result in no further balance being owed for the deliveries made in February
Customer received a new customer price when he initially signed up as a customer in August Customer was not entitled to new customer pricing after March 31, Customer has paid for delivery and account currently has a zero balance
Contrary to customer's claim, the tank rental agreement set forth certain fees which would be due in the event service was terminated Customer admits that they terminated agreement and these charges were assessed to the account Balance due needs to be paid
Gas Dispute Letter
I am not satisfied with the answer that was givenSand Mountain Propane just stated that I posted the complaint on their website and the one for United PropaneUnited Propane did not address the issues stated just that a given amount was delivered and how much they felt the amount that was owedThey did state that the gasman had entered a payment for the gallons and that was what was marked out on the receiptThe amount in dispute was the amount of 79.2, which was entered as a payment enteredI do not believe that this amount was delivered to my residenceIt could have been deliver elsewhereI paid the amount that I believe was owed on what was delivered to meI had a payment of $delivered on my behalf that covered gallons on 11/4/This payment was at Sand Mountain Propane in Dekalb County, AlabamaI was then sent a letter on 11/10/that said I owed for the whole bill of the amount of $and my payment was not credited to my accountI still want an apology and a credit for the amount paidI would like to resolve this issue with the company, which would benefit both partiesI also would like further explanation and answers to the issues I address on the original complaint I madeThe following issues are: 1.Why was the gas hand going down when gasman was pumping gas in the tank and was joking around about stealing my gas from my tank? 2.Will the company allow me request a different driver for future deliveries? Would the deliveryman be able to pump out the gas from my tank? Where did my gallons of gas that was in my tank prior to the new delivery? Where did the gallons go to because I did not receive it? Why did the gasman offer to buy my tank for an extremely reduced price and offer to bring me a tank that was half size of my tank? Why should I be responsible for equipment malfunctions of the company? Why I am liable for a driver mistakes and breaches of protocol? Why was my name misspelled, since I have had gas with this company for around years? Why is the staff not that helpful because I bought this issue to them the day of delivery?
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10295267, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID*** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below[Provide details of why you are
not satisfied with this resolutionPlease respond here ONLY] In response to why we would pay our bill if we believed gas had not been delivered was that *** at headquarters told me that in order to keep credit line that I HAD to pay the bill if we ever wanted gas again from themAs far as the percentage on our tank I stated the gauge never moved from the gas delivered in October to when *** **Propane says they delivered in NovemberWe are not happy the way we were treated at headquarters or the fact that *** **Propane never called us back to resolve the matter, before We made the claim to the Revdex.comWe know that the gauge will only move 10% if we order gallons.Like stated in original complaint and above the gauge never movedAnd the fact that we were told that we have a gas leak by *** **.Propane and headquarters, if that to be the case we would be out of gas, and as of right now our gauge is still showing 30%- and we payed for a gas check in AugustEven with heat running on the cold days and cooking on a gas stove at Thanksgiving and Christmas we are still at 30%
Regards,
*** ***
%
Customer received a delivery on September 19, *** but truck computer did not print out correct price A correction has been made to account and account currently has a $credit which can be applied to next delivery
This matter has been investigated and photographs of the cracks claimed to have been caused by us have been taken and reviewed Those photographs indicate the cracks have existed for longer than the time claimed by customer The delivery driver referenced in the complaint has also
indicated those cracks have been present when prior deliveries have been made to the customer
As customer acknowledges, they signed a tank rental agreement which contained provisions that certain fees would be assessed if the contract terms were not complied with Those terms were not complied with, the tank was repossessed and the fees were assessed Customer has paid balance
due in full and we consider the matter closed
Customer's tank was set on February 20, and customer continues to purchase propane from us
As customer acknowledges, a leak test was performed on system at time of first delivery in November and system was not leaking Customer received another delivery in January of gallons but did not complain of leak at that time and no leak was detected by delivery driver
Approximately one week later, customer called to report another leak When driver responded, a leak was found at regulator and repaired According to driver, customer stated at that time that she had had her husband change the regulator on the tank Customer owns propane system and we are not responsible for propane which may be lost due to leaks in customer owned systemsCustomer needs to pay balance due on account
Attached is a scan of the advertisement that I receivedAlso a copy of
the contract that the new customer received which clearly states that he was referred by meI spoke several times with a lady that works at:
*** *** *** *** ** *** *** ** *** *** *** *** * *** *** *** ** *** *** *** *** * *** *** *** *** ** office several timesI have been told that it has been taken care of several timesI keep getting a bill with interestMy balance should be $
The attached scans clearly show that I *** *** and my dad *** *** are due a $credit eachThe interest that has been added to my bill should also be removedThank you,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Representative for UPG needs to look back at their first responseThe driver NEVER stated he replaced ANY parts, for instance the faulty forge nut at the house where the gas had been leaking and as far as bad regulator, it was never checkedyes we own our tank but the propane company should NEVER fill a tank until they inspect itI was also told by the State Fire Marshall when a tank is completely empty a company should NEVER put gas in the tank with out checking the home first for open lines and that was not performed because we were not home at time of delivery
Regards,
*** ***
Thank you for bringing this matter to our attention The matter has been addressed with the employees at that location and delivery has been made
As customer has acknowledged again, all reports of leaks made to us were responded to and either no leaks were found or leaks were repaired We are not responsible for faulty equipment owned by the customer nor are we responsible for monitoring the customer's usage Balance due needs to be paid
Refunds take 10-weeks to process Refund check has been sent to *** office and customer will be contacted when check is received
Customer received a delivery on November 7, and a leak check was done because customer had run out of propane Leak check showed no leaks in system Customer reported smelling propane approximately weeks later and Economy responded and found a leak near the second stage regulator
which is owned by the customer Economy contacted customer and explained what repair work would be necessary and customer declined to have Economy perform the repair work Economy is not responsible for leaks in customer owned equipment/piping
Customer placed an order to have his tank filled up Customer only paid for a portion of the delivery and the balance due is for the remaining portion unpaid plus finance charges which have accrued Balance due needs to be paid
Account balance is due to short paying for propane deliveries Customer was advised in January that we would accept $as full payment for the balance due Customer paid $which caused additional finance charges to accrue We have accepted payment of the $in
full settlement of this account and the account now has a zero balance
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
We are not protesting that we were forced to sign a contract or the fact that they charged us for not buying propane per their contract stipulations. We are upset because an employee from the company clearly stated on a telephone conversation on May 26, at 12:pm(check your phone logs United Propane, remember that your phone calls our recorded for quality assurance) that they would work with us with the amount owedThe employee (her name was Allison) said if we agreed to pay in one payment they would adjust the amount charged to our account to a lower amount to help us outWe ONLY paid in full because no one would return our calls, the employee who agreed to work with us on the amount due never returned our calls, and they threatened to turn us over to collections if the amount due was not paid within one month of the letter sent informing us we were being charged almost $for not purchasing propane twice during a yearWe tried many many times to get ahold of someone and our calls were constantly ignoredI even wrote a letter and had it sent via certified mail
Regards,
Kimberly Sparkes
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Once again we will reiterate, we ONLY paid this amount in full because they made it clear that if it was not paid in full by a certain date we would be turned into collections, and no one from this company would return our phone calls to help resolve this matter before that due date or give us an answer about working with us on adjusting the amount dueWe have written a letter to the person in charge of customer satisfaction, we have made several attempts to get an authoritative competent person to return our phone calls, and now we have reached out to the Revdex.com for help explaining in full detail how (1) we purchased a home with this old empty propane tank sitting on the property that needed to be filled to stay warm, (2) the way in which we were basically forced into a contract when someone other than us was paying for the propane, that we unknowing signed, all while going through an ordeal with cancer, (3) the unprofessionalism of the customer service/office personnel and the men who drove up onto our septic drain field to load and haul away the tank with no prior written notice or phone call, and (4) the constant disregard of communication. We do not see how basically just blogging back and forth is getting us any further with this matter. This company is ignoring the fact that an employee clearly stated that the company would work with us to lower the amount we were forced to owe "for what???? not purchasing propane" Ridiculous!!! All we wanted was for someone to return our calls, be a human being with a heart and understand the situation we had been going through with our financial struggles and work with us on the total balance that they unethically put upon us
We appreciate the customer's patience while this matter was being investigated As indicated in the complaint, this matter has been investigated by *** *** in our corporate office The investigation has been completed and it does appear in February the customer made the
payment referenced in the complaint However, the payment made by the customer was not applied to the account nor was it deposited into our account The customer's account will be credited for the payment made which will result in no further balance being owed for the deliveries made in February
Customer received a new customer price when he initially signed up as a customer in August Customer was not entitled to new customer pricing after March 31, Customer has paid for delivery and account currently has a zero balance
Contrary to customer's claim, the tank rental agreement set forth certain fees which would be due in the event service was terminated Customer admits that they terminated agreement and these charges were assessed to the account Balance due needs to be paid
Gas Dispute Letter
I am not satisfied with the answer that was givenSand Mountain Propane just stated that I posted the complaint on their website and the one for United PropaneUnited Propane did not address the issues stated just that a given amount was delivered and how much they felt the amount that was owedThey did state that the gasman had entered a payment for the gallons and that was what was marked out on the receiptThe amount in dispute was the amount of 79.2, which was entered as a payment enteredI do not believe that this amount was delivered to my residenceIt could have been deliver elsewhereI paid the amount that I believe was owed on what was delivered to meI had a payment of $delivered on my behalf that covered gallons on 11/4/This payment was at Sand Mountain Propane in Dekalb County, AlabamaI was then sent a letter on 11/10/that said I owed for the whole bill of the amount of $and my payment was not credited to my accountI still want an apology and a credit for the amount paidI would like to resolve this issue with the company, which would benefit both partiesI also would like further explanation and answers to the issues I address on the original complaint I madeThe following issues are: 1.Why was the gas hand going down when gasman was pumping gas in the tank and was joking around about stealing my gas from my tank? 2.Will the company allow me request a different driver for future deliveries? Would the deliveryman be able to pump out the gas from my tank? Where did my gallons of gas that was in my tank prior to the new delivery? Where did the gallons go to because I did not receive it? Why did the gasman offer to buy my tank for an extremely reduced price and offer to bring me a tank that was half size of my tank? Why should I be responsible for equipment malfunctions of the company? Why I am liable for a driver mistakes and breaches of protocol? Why was my name misspelled, since I have had gas with this company for around years? Why is the staff not that helpful because I bought this issue to them the day of delivery?
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10295267, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID*** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below[Provide details of why you are
not satisfied with this resolutionPlease respond here ONLY] In response to why we would pay our bill if we believed gas had not been delivered was that *** at headquarters told me that in order to keep credit line that I HAD to pay the bill if we ever wanted gas again from themAs far as the percentage on our tank I stated the gauge never moved from the gas delivered in October to when *** **Propane says they delivered in NovemberWe are not happy the way we were treated at headquarters or the fact that *** **Propane never called us back to resolve the matter, before We made the claim to the Revdex.comWe know that the gauge will only move 10% if we order gallons.Like stated in original complaint and above the gauge never movedAnd the fact that we were told that we have a gas leak by *** **.Propane and headquarters, if that to be the case we would be out of gas, and as of right now our gauge is still showing 30%- and we payed for a gas check in AugustEven with heat running on the cold days and cooking on a gas stove at Thanksgiving and Christmas we are still at 30%
Regards,
*** ***
%
Customer received a delivery on September 19, *** but truck computer did not print out correct price A correction has been made to account and account currently has a $credit which can be applied to next delivery
This matter has been investigated and photographs of the cracks claimed to have been caused by us have been taken and reviewed Those photographs indicate the cracks have existed for longer than the time claimed by customer The delivery driver referenced in the complaint has also
indicated those cracks have been present when prior deliveries have been made to the customer