Quality regrets the delay in processing all of customer's checks Customer has both a commercial account and a residential account and there was some confusion as to which checks applied to which account All payments have now been applied to the correct accounts
Customer did not become a customer until August*** so we are not sure why he is claiming checks were given in April Customer's commercial account has a credit of $which can be applied to next delivery of propane
Revdex.com:
I have reviewed the response made by...
the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me with one addition: I would like a note about their billing error included in my account. Since their billing error can (or possibly has) negatively impact(ed) my credit rating, I expect an acknowledgment of their error in the account as well as the adjustment. I would also like a statement emailed or mailed to me acknowledging the error and adjusted balance. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
The charges applied to the account are set forth in the tank rental agreement. The minimum usage charge is for not purchasing any propane in the 12 month period prior to tank pickup. The rental fees are due for the years in which the tank was rented. Neither fee was affected by the...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response from United Propane Gas is Totally Unacceptable for numerous reasons:
<!--[if !supportLists]-->1. 1. <!--[endif]-->UPG has yet to explain what the charges are for. The bill simply states how much I owe.
<!--[if !supportLists]-->2. 2. <!--[endif]-->I attempted to contact UPG on numerous occasions over a four week period of time to clarify my bill and on each occasion I was informed that the facility manager would return my call, which never happened! I was forced into paying the bill without clarification to avoid late charges.
<!--[if !supportLists]-->3. 3 <!--[endif]-->This situation all started in January [redacted] as a result of UPG’s ineptness and lack of sensitivity for their customers. I was never informed of a gas shortage and UPG never even tried to deliver a particle fill. They only referred to customers requesting gas delivery as sounding like "Barking Puppies".
<!--[if !supportLists]-->4. 4. <!--[endif]-->Having $51.69 of credit on my account does nothing for me. The minimum gas order I can place is 100 gallons, of which I will be required to pay full price, not the “pre-purchase” price, which would more than absorb the $51.69.
<!--[if !supportLists]-->5. 5. <!--[endif]-->UPG’s failure to fulfill their contractual obligation has already costs me $125 ($75 for off route delivery and $50 tank inspection fee) and purchase of gas from another vender at an elevated costs. This does not to even reflect the discomfort of a cold house and anxiety of totally running out of gas with weather in the teens (busted water lines, etc.).
<!--[if !supportLists]-->6. 6. <!--[endif]-->Why can’t UPG just simply credit my credit card or even send me a check for $51.69. (Even “Mom & Pop” businesses do this.) UPG would not allow me to owe a balance of $51.69 and pay it at some random time in the future if I decided later to obtain further services.
My wife and I are both retired and always try to take the high road; however, the events of this lengthy debacle over the last 12 months are numerous and very spicy. At no time did the actions of [redacted] UPG and/or UPG Headquarters reflect any sensitivity of the customer (barking puppies/not delivering gas) or that they were trying to deal in good faith (not returning calls/no explanation of charges/changing addresses to avoid the North Alabama Revdex.com low rating). We are only requesting the refund of the $51.69, not the remaining $125 owed us. I have not reverted to the social media, [redacted] Attorney General, but if this cannot be resolved in a timely and satisfactory manner, I will pursue a different course of action.
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that...
this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I requested and received an itemized bill. They are billing me for 5 months of tank rental from 2001. Why are they just now billing me for something from 2001. Also, they billed me $150.00 for tank pick-up, but the contract I have says tank pick-up is $25. Why are they charging me $125 more than the contract states. Also, I was always billed $.10 more per gallon as "tank rental". That is not in the contract. The contract says nothing about billing more per gallon if you rent the tank. ]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
We did not sign a contract promising to purchase 400 gallons of propane per year. The account under our name had a ZERO balance in April of 2013. This company has chosen to charge our account for unused propane AFTER we stopped being a customer. It is FALSE CHARGE. They stated in the first response to Revdex.com, AFTER billing us for unpaid tank rent, that we in fact, did not owe any unpaid tank rent. They wrongly billed us. They were WRONG then. They are WRONG NOW. We absolutely DO NOT owe [redacted] Propane one single penny. We should be receiving a $0 balance billing statement and an apology from them. How dare a "reputable" business conduct themselves in this manner??? We will make sure every person we have access to through social media will see every single Revdex.com complaint, including ours, from now until next spring, especially while propane sales are at their peak. We don't want anyone that we are acquainted with, nor their family or friends, to get sucked into a situation like this. It is wrong for a company to maintain misinformation as truth. And then adding late fees and interest fees to that misinformation is even more disturbing.
We have reviewed the customer's complaint and his account. The account has been corrected and now has a zero balance. We regret that the local office did not communicate with the customer and bring this matter to the attention of the home office. That failure will be addressed with...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Customer did not have a one year price contract as claimed. Customer had a contract for 200 gallons at $1.349 per gallon and those gallons were delivered on September 13, 2013. Customer requested tank pickup and tank was picked up on September 24, 2014.
reau:
I have reviewed the response made by the bus s in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. . r your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
i told upg to fix the promblem before they put gas in the tank and it was leaking when they left then I called numours time and no one would call me
back this is uncalled for and yes it was empty when they were supose to fix it if it was not fixed they should not jave put gas in it I will go to the epa if they dont want to take responibity for the promblem %3
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the...
offer I reviewed appear below.
The person that purchased the property did pay the account. I still think that this company didn't do us right. As it took them 4 years to send a statement of any king. The tank had 80% showing on the gauge and they paid less than any purchase price of gas around for less gallons than calculated in the tank. I still think that they didn't treat us fairly. Called home office several times and only received 1 telephone call in return. I would like for them to pay back at least part of what was paid or all it to satisfy us.
Regards,
[redacted]
The charges which have been assessed to account are set forth in rental agreement which customer acknowledges having a copy of. Those charges are not due until tank is picked up so there was no way to send a previous bill. As customer has paid balance in full, no further action will be...
Customer had two accounts. One tank was picked up in 2009 and a delivery was made to other tank in October 2009. Golden's records show no request from customer for pick up of second tank. Tank was picked up due to non-usage. The charges on account are pursuant to tank rental...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Thank you for the $25 credit. As for the 5 years of tank rental. That is not in the agreement we signed so that needs to be taken off as well.]
Regards,
[redacted]
Please see text below which is taken from the response filed with the [redacted] Attorney General's Office....
...⇄ June 28, 2016 [redacted] [redacted] [redacted] Attorney General’s Office [redacted] Dear Ms. [redacted]: Your June 8th letter has been forwarded to me. It came in while I was on vacation so please pardon the delay in responding. I have reviewed Mr. [redacted]'s complaint and his account with [redacted] Creek. It appears there was some confusion regarding Mr. [redacted]'s account in October 2014. While [redacted] Creek was notified that Mr. [redacted] had sold his farm, it was [redacted] Creek's understanding that the purchaser of the farm was going to continuing renting the tanks and use the propane. As Mr. [redacted] had already paid [redacted] Creek for the propane, [redacted] Creek had no claim to it nor did [redacted] Creek have any objection to the purchaser continuing renting the tanks. As [redacted] Creek did not retake possession of the propane, there was no credit to apply to Mr. [redacted]'s account at that time. In May 2016, [redacted] Creek picked up the tanks because the purchaser of the farm had not bought any propane within the required amount of time. In fact, it appears that the purchaser of the farm had never opened an account with [redacted] Creek. As such, the credit for the propane was put on Mr. [redacted]'s account and the credit was at the per gallon price applicable at the time the credit was given. Pursuant to its tank rental policy, [redacted] Creek typically does not provide cash refunds. However, due to the confusion in this matter, [redacted] Creek has enclosed a refund check in the amount of $1,488.91. If Mr. [redacted] would rather have the propane instead of this refund, we will be happy to deliver it to him. If he would rather have the propane, please have him return the enclosed check and contact us to designate where he would like to have the propane delivered. ...⇄Sincerely, ...⇄[redacted] ...⇄ ...⇄ General Counsel Enclosure
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
If I did in fact have gas ordered in late 2009, and quiet honestly it could have been in 2010 that I told them to come and get the tank. The reason that I said 2009 is that I had a new Heatpump installed in the spring of 2009 and it was replacing a central ac with gas heat, yes I had a gas fireplace that was back up heat. I do not know why that one year would make any different in the bill if it was 2010 or 2009 that I told them to come and get the tank, they are still trying to charge me for 5 years of tank rental and the min. usage charge, cause the FACT is that I did tell the Lady in the Fairview office to get the tank at lest 6 years ago, she NEVER said anything about it having to be in wrighting, she couldn't even tell me when they would come and get it "just when we get around to it" So they keep coming up with Excuses like "it has to be in wrighting" the Customer does not know this if their employees don't tell us. I am still willing to pay the $50.00 tank pick up fee and that is all. I think that they had PLENTY of time to get the tank after 6 or 7 years of a customer not calling to order gas, if I ran a Business like that I would be aware of something that was no longer in use by a customer, that just goes to show how good they keep up with what they are doing and then try to blame the customer for their mistake.
Regards,
[redacted]
Quality regrets the delay in processing all of customer's checks Customer has both a commercial account and a residential account and there was some confusion as to which checks applied to which account All payments have now been applied to the correct accounts
Customer did not become a customer until August*** so we are not sure why he is claiming checks were given in April Customer's commercial account has a credit of $which can be applied to next delivery of propane
This issue has finally been resolvedUPG billed me for the correct amount and I have made the payment
Thank you!
Revdex.com:
I have reviewed the response made by...
the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me with one addition: I would like a note about their billing error included in my account. Since their billing error can (or possibly has) negatively impact(ed) my credit rating, I expect an acknowledgment of their error in the account as well as the adjustment. I would also like a statement emailed or mailed to me acknowledging the error and adjusted balance. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
The charges applied to the account are set forth in the tank rental agreement. The minimum usage charge is for not purchasing any propane in the 12 month period prior to tank pickup. The rental fees are due for the years in which the tank was rented. Neither fee was affected by the...
time period it took to pick the tank up.
Customer service issues raised in complaint will be addressed with employee referenced in complaint. Customer will not be sent any other bills.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The response from United Propane Gas is Totally Unacceptable for numerous reasons:
<!--[if !supportLists]-->1. 1. <!--[endif]-->UPG has yet to explain what the charges are for. The bill simply states how much I owe.
<!--[if !supportLists]-->2. 2. <!--[endif]-->I attempted to contact UPG on numerous occasions over a four week period of time to clarify my bill and on each occasion I was informed that the facility manager would return my call, which never happened! I was forced into paying the bill without clarification to avoid late charges.
<!--[if !supportLists]-->3. 3 <!--[endif]-->This situation all started in January [redacted] as a result of UPG’s ineptness and lack of sensitivity for their customers. I was never informed of a gas shortage and UPG never even tried to deliver a particle fill. They only referred to customers requesting gas delivery as sounding like "Barking Puppies".
<!--[if !supportLists]-->4. 4. <!--[endif]-->Having $51.69 of credit on my account does nothing for me. The minimum gas order I can place is 100 gallons, of which I will be required to pay full price, not the “pre-purchase” price, which would more than absorb the $51.69.
<!--[if !supportLists]-->5. 5. <!--[endif]-->UPG’s failure to fulfill their contractual obligation has already costs me $125 ($75 for off route delivery and $50 tank inspection fee) and purchase of gas from another vender at an elevated costs. This does not to even reflect the discomfort of a cold house and anxiety of totally running out of gas with weather in the teens (busted water lines, etc.).
<!--[if !supportLists]-->6. 6. <!--[endif]-->Why can’t UPG just simply credit my credit card or even send me a check for $51.69. (Even “Mom & Pop” businesses do this.) UPG would not allow me to owe a balance of $51.69 and pay it at some random time in the future if I decided later to obtain further services.
My wife and I are both retired and always try to take the high road; however, the events of this lengthy debacle over the last 12 months are numerous and very spicy. At no time did the actions of [redacted] UPG and/or UPG Headquarters reflect any sensitivity of the customer (barking puppies/not delivering gas) or that they were trying to deal in good faith (not returning calls/no explanation of charges/changing addresses to avoid the North Alabama Revdex.com low rating). We are only requesting the refund of the $51.69, not the remaining $125 owed us. I have not reverted to the social media, [redacted] Attorney General, but if this cannot be resolved in a timely and satisfactory manner, I will pursue a different course of action.
Regards,
[redacted]
Customer has paid account in full and account has been closed.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that...
this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I requested and received an itemized bill. They are billing me for 5 months of tank rental from 2001. Why are they just now billing me for something from 2001. Also, they billed me $150.00 for tank pick-up, but the contract I have says tank pick-up is $25. Why are they charging me $125 more than the contract states. Also, I was always billed $.10 more per gallon as "tank rental". That is not in the contract. The contract says nothing about billing more per gallon if you rent the tank. ]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
We did not sign a contract promising to purchase 400 gallons of propane per year. The account under our name had a ZERO balance in April of 2013. This company has chosen to charge our account for unused propane AFTER we stopped being a customer. It is FALSE CHARGE. They stated in the first response to Revdex.com, AFTER billing us for unpaid tank rent, that we in fact, did not owe any unpaid tank rent. They wrongly billed us. They were WRONG then. They are WRONG NOW. We absolutely DO NOT owe [redacted] Propane one single penny. We should be receiving a $0 balance billing statement and an apology from them. How dare a "reputable" business conduct themselves in this manner??? We will make sure every person we have access to through social media will see every single Revdex.com complaint, including ours, from now until next spring, especially while propane sales are at their peak. We don't want anyone that we are acquainted with, nor their family or friends, to get sucked into a situation like this. It is wrong for a company to maintain misinformation as truth. And then adding late fees and interest fees to that misinformation is even more disturbing.
We have reviewed the customer's complaint and his account. The account has been corrected and now has a zero balance. We regret that the local office did not communicate with the customer and bring this matter to the attention of the home office. That failure will be addressed with...
the local office.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Thank You,
Customer did not have a one year price contract as claimed. Customer had a contract for 200 gallons at $1.349 per gallon and those gallons were delivered on September 13, 2013. Customer requested tank pickup and tank was picked up on September 24, 2014.
reau:
I have reviewed the response made by the bus s in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. . r your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
i told upg to fix the promblem before they put gas in the tank and it was leaking when they left then I called numours time and no one would call me
back this is uncalled for and yes it was empty when they were supose to fix it if it was not fixed they should not jave put gas in it I will go to the epa if they dont want to take responibity for the promblem %3
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the...
offer I reviewed appear below.
The person that purchased the property did pay the account. I still think that this company didn't do us right. As it took them 4 years to send a statement of any king. The tank had 80% showing on the gauge and they paid less than any purchase price of gas around for less gallons than calculated in the tank. I still think that they didn't treat us fairly. Called home office several times and only received 1 telephone call in return. I would like for them to pay back at least part of what was paid or all it to satisfy us.
Regards,
[redacted]
The charges which have been assessed to account are set forth in rental agreement which customer acknowledges having a copy of. Those charges are not due until tank is picked up so there was no way to send a previous bill. As customer has paid balance in full, no further action will be...
taken and we consider this matter closed.
Customer had two accounts. One tank was picked up in 2009 and a delivery was made to other tank in October 2009. Golden's records show no request from customer for pick up of second tank. Tank was picked up due to non-usage. The charges on account are pursuant to tank rental...
agreement which customer entered in 2003.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Thank you for the $25 credit. As for the 5 years of tank rental. That is not in the agreement we signed so that needs to be taken off as well.]
Regards,
[redacted]
Please see text below which is taken from the response filed with the [redacted] Attorney General's Office....
...⇄ June 28, 2016 [redacted] [redacted] [redacted] Attorney General’s Office [redacted] Dear Ms. [redacted]: Your June 8th letter has been forwarded to me. It came in while I was on vacation so please pardon the delay in responding. I have reviewed Mr. [redacted]'s complaint and his account with [redacted] Creek. It appears there was some confusion regarding Mr. [redacted]'s account in October 2014. While [redacted] Creek was notified that Mr. [redacted] had sold his farm, it was [redacted] Creek's understanding that the purchaser of the farm was going to continuing renting the tanks and use the propane. As Mr. [redacted] had already paid [redacted] Creek for the propane, [redacted] Creek had no claim to it nor did [redacted] Creek have any objection to the purchaser continuing renting the tanks. As [redacted] Creek did not retake possession of the propane, there was no credit to apply to Mr. [redacted]'s account at that time. In May 2016, [redacted] Creek picked up the tanks because the purchaser of the farm had not bought any propane within the required amount of time. In fact, it appears that the purchaser of the farm had never opened an account with [redacted] Creek. As such, the credit for the propane was put on Mr. [redacted]'s account and the credit was at the per gallon price applicable at the time the credit was given. Pursuant to its tank rental policy, [redacted] Creek typically does not provide cash refunds. However, due to the confusion in this matter, [redacted] Creek has enclosed a refund check in the amount of $1,488.91. If Mr. [redacted] would rather have the propane instead of this refund, we will be happy to deliver it to him. If he would rather have the propane, please have him return the enclosed check and contact us to designate where he would like to have the propane delivered. ...⇄ Sincerely, ...⇄ [redacted] ...⇄ ...⇄ General Counsel Enclosure
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
If I did in fact have gas ordered in late 2009, and quiet honestly it could have been in 2010 that I told them to come and get the tank. The reason that I said 2009 is that I had a new Heatpump installed in the spring of 2009 and it was replacing a central ac with gas heat, yes I had a gas fireplace that was back up heat. I do not know why that one year would make any different in the bill if it was 2010 or 2009 that I told them to come and get the tank, they are still trying to charge me for 5 years of tank rental and the min. usage charge, cause the FACT is that I did tell the Lady in the Fairview office to get the tank at lest 6 years ago, she NEVER said anything about it having to be in wrighting, she couldn't even tell me when they would come and get it "just when we get around to it" So they keep coming up with Excuses like "it has to be in wrighting" the Customer does not know this if their employees don't tell us. I am still willing to pay the $50.00 tank pick up fee and that is all. I think that they had PLENTY of time to get the tank after 6 or 7 years of a customer not calling to order gas, if I ran a Business like that I would be aware of something that was no longer in use by a customer, that just goes to show how good they keep up with what they are doing and then try to blame the customer for their mistake.
Regards,
[redacted]