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] They must not give the LIHEAP the same price of gas as they do her . The ticket say's 1.198 but her LIHEAP was for 285.00 and the bill was for 354.56 including tax of 25.16 if paid before 10 day's which I 'm certain it was thru LIHEAP and the remainder of bill should be on Mom's part is 69.56 not 95.81. I talked to [redacted] at the gas company and she was to send out the corrected bill for the 69.56. She said she looked at the bill and seen what she can do and knocked off the remaining 30.00 so what was it for in the first place. To me wasn't correct in the first place. Thanks [redacted]/ for [redacted]
If customer will provide the documentation he claims the previous owner had regarding tank ownership, we will be happy to review it. Customer's wife signed and initialed tank rental agreement indicating that tank was owned by us.
We have no record of customer attempting to order a summer fill or prepay for winter fuel during our customer appreciation day. We have gone back and reviewed our incoming calls for that location and do not show any calls or messages in August from the number provided by the customer....
Customer contacted office on 10-5-15 and placed an order and delivery was made the next day. The price applicable to that delivery was actually one cent cheaper than the summer fill rate so customer suffered no harm by not ordering a summer fill. Customer can still prepay for winter fuel by contacting office and signing a contract and paying for fuel.
Issues have been addressed with customer and customer's financial institution and have been resolved. Customer has been notified of resolution and has indicated her agreement with the resolution.
Bureau:
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]
I am very happy that the company is finally responding. I do not think they would not have done anything unless we contacted the Revdex.com. . However I cannot be sure that the problem is resolved because both checks was given to the company way back in April. I had been in to see them many, many times because they sent us a bill every month and held the checks in their drawer and added interest. I also called and they would rudely hang up on me. I would like my credit fixed and a receipt for the bills and the interest returned to me. I would also like to have a letter of apology that I can have if the question of my credit ever comes up due to their irresponsible processing of my two payments. Thank you for your time and help.
Customer received delivery on March 19, 2014. Payment was made by e-payment on April 9, 2014. Payment was made after the 10 day discount period had expired so customer was not entitled to a discount. We have no record of customer speaking with someone in the Kentucky office....
If customer can provide a name of the person they claim to have spoken with, we will investigate further.
We are not claiming that the same software issue has been occurring for six years. Due to emerging technology, it is not uncommon for software systems to be changed on a frequent basis. If customer believes that Ala-Tenn is such a terrible company, why would they continue to do business with...
us for "more than 8 years" as indicated in complaint???? Customer received a delivery on April 14, 2016. Customer submitted check number [redacted] for full payment of the balance on or about April 27, 2016. Just prior to that delivery, Ala-Tenn changed software systems and the payment made on or about April 27th did not automatically post to customer's account. The software issue has been resolved and the payment was manually posted to the account but not before a collection notice was sent. Ala-Tenn regrets the issues which have occurred with its software system and that customer received a collection notice. The customer's account has a zero balance as of October 13, 2016.
As indicated in the original response, the lid is made for the type of multi-valve that is on the tank and is the only type of lid that will work with that valve. We are checking to see if we have another tank that we can obtain to replace the tank in question. However, there is no guarantee we will be able to locate a replacement tank.
Customer received all of the propane which was pre-purchased in July [redacted]. Due to the nationwide propane shortage last winter, delivery times were longer than normal and propane was rationed. Customer acknowledges that they were made aware of these things. Customer requested tank be...
picked up and tank was picked up. Fees contained in rental agreement have been charged to account and customer has been given credit for propane remaining in tank when picked up. Balance due is $218.96 and is for tank pickup, tank rent, removal of propane from tank after pickup and failure to purchase agreed upon amount of propane during last year of tank rental.
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]
System checks are done on new customer accounts and are done when [redacted] is delivered. According to the plant manager at [redacted], Mr. [redacted] threatened to "[redacted]" during the phone call made after the [redacted] was delivered. [redacted] offered to pump the [redacted] out but customer...
refused. Tank was picked up and credit was given for [redacted] in tank and charges set forth in tank rental agreement were assessed. Account currently has a credit balance of $95.78 which will be refunded to customer.
We are willing to provide a $40.00 credit to account to cover any propane which may have leaked out. That would bring the balance due to $53.25 which needs to be paid by December 31, [redacted]
We went back and reviewed the audio recording of the telephone call in question. While customer does initially ask what the price would be, customer goes on in phone call to indicate that approximately 125 gallons would be needed to fill their tank. Based upon that, an order was entered...
and delivery made. We are agreeable to accepting $.899 per gallon for a total due of $113.09 so long as payment is received by March 8, 2016.
Due to the nationwide propane shortage last winter, delivery times were longer than normal. Customer has acknowledged receiving all of the propane he contracted for. The bill for $51.69 has been corrected which would have left customer with a zero balance. However, customer paid...
the bill during same time correction was being done which has resulted in a credit on the account which can be applied to customer's next delivery.
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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]
Pursuant to customer's request, we made a delivery and placed a fill valve adapter on the tank which is owned by the customer. Pursuant to notice from customer that tank had started leaking again, we responded and placed another fill valve adapter on tank. The fill valve on tank needs to...
be replaced but that cannot be done until tank is empty. We are not responsible for maintaining customer owned equipment and are not responsible for propane which may be lost due to leaks in customer owned equipment.
Customer was provided quote for requested work prior to work being done and customer agreed to quote. Quote was for more than the $250.00 that customer claims. The propane tank and propane has been recovered by Eastern Illinois but the remaining balance over and above the initial...
installation quote is for piping, valves and other items necessary to establish service but were non-returnable. Those items have not been recovered by Eastern Illinois.
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]
It is true I made a mistake. Our checks were dated August. I sent a letter to the Revdex.com saying the correct date was in August. I am so sorry for my mistake but it still remains that the checks were held in the drawer for several months. I like the fact that they do have a credit for us but they could just as well return the money to us. I also asked that they send a letter to explain and apologize for their rudeness(hanging the phone up, etc) during this several months of this episode and explain that it was not that we did not pay them right away. They just put the check in their drawer. So I would like a letter in my possession for future reference if I need and my credit back in money for my pocket.
Thanks.  %3
Customer reported a leak in 2011 and, as customer acknowledges, Midway responded and fixed leak. Credits for loss of gas are not given due to the inability to determine exactly when a leak occurred and how much propane may have been lost. This policy is stated in the tank rental...
agreement. Midway has no other record of Customer reporting another leak. The tank was picked up in 2013 due to customer not meeting agreed upon usage requirements. The balance due on account is for charges which were contained in the tank rental agreement and which were assessed after tank was picked up. Customer has been sent monthly statements to the address listed on the tank rental agreement. Midway has also attempted to call customer about balance due but was not able to leave a message. Customer owes balance and it needs to be paid.
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]
1. We changed ownership of our tank in April of 2013, not December. 2. NC is marked thru and 2.50 was written above it. Why? They said in an earlier correspondence with Revdex.com that my contract indicated no charge for rent. It has been altered. 3. My husbands name is misspelled. 4. In the last sentence of line no. 3) the writings here are referring to how minimum usage failure will be dealt with. "The customer shall pay the additional rental fee for the use of equipment based upon this schedule by the 10th day of the month in which any additional fee is mailed to the customer." We were never on a schedule. We never agreed to a minimum usage amount.
[redacted] Propane has offered to remove $150 unpaid tank rent and $25 for tank removal through the Revdex.com. $436.68 - $175.00 = $261.68. Per the [redacted] Propane office manager, here is the breakdown of my bill. $150 unpaid tank rent for 5 years. $200 for not using the "agreed upon" 400 gallons. The tank removal fee was not mentioned by her. The "rest" is late fees and interest for a total of $436.68. They say that they do not mail out a bill for unpaid tank rent, or non usage as they "expect the customer to pay this on their own accord," until you cancel your service with them apparently. In the office managers words "they go back 5 years and charge you unpaid rent and non usage. You also accrue late charges and interest fees." Line no. 3 of this supposed contract states the customer will be billed any additional fee so it can be paid by the 10th of the month. We were never sent a bill because we were never on a schedule. It's also interesting that I asked to see my contract weeks ago and it wasn't produced. After Revdex.com was told by me, that I no longer have a copy of my contract, they were given a "copy" within 12 hours.
However, in producing this supposed copy of my contract, it shows their failure to mail any additional fees that I supposedly owed by the 10th of each month. That's because I did not owe them any money. We were never on a schedule. We never agreed to use a certain amount. It was on an "as needed" basis.
If I did owe them for non usage (which I absolutely did not), I was told it would be $200. The $61.68 would be interest and late fees. How can a business "assess" my account one year after I cancel service with them, figure up a bill and then hold it for another year while it accrues late fees and interest? There is no way this will ever make sense.
I want a statement with a zero ($0) balance and Closed Account stamped on it.
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] They must not give the LIHEAP the same price of gas as they do her . The ticket say's 1.198 but her LIHEAP was for 285.00 and the bill was for 354.56 including tax of 25.16 if paid before 10 day's which I 'm certain it was thru LIHEAP and the remainder of bill should be on Mom's part is 69.56 not 95.81. I talked to [redacted] at the gas company and she was to send out the corrected bill for the 69.56. She said she looked at the bill and seen what she can do and knocked off the remaining 30.00 so what was it for in the first place. To me wasn't correct in the first place. Thanks [redacted]/ for [redacted]
If customer will provide the documentation he claims the previous owner had regarding tank ownership, we will be happy to review it. Customer's wife signed and initialed tank rental agreement indicating that tank was owned by us.
We have no record of customer attempting to order a summer fill or prepay for winter fuel during our customer appreciation day. We have gone back and reviewed our incoming calls for that location and do not show any calls or messages in August from the number provided by the customer....
Customer contacted office on 10-5-15 and placed an order and delivery was made the next day. The price applicable to that delivery was actually one cent cheaper than the summer fill rate so customer suffered no harm by not ordering a summer fill. Customer can still prepay for winter fuel by contacting office and signing a contract and paying for fuel.
Issues have been addressed with customer and customer's financial institution and have been resolved. Customer has been notified of resolution and has indicated her agreement with the resolution.
Better Business...
Bureau:
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]
I am very happy that the company is finally responding. I do not think they would not have done anything unless we contacted the Revdex.com. . However I cannot be sure that the problem is resolved because both checks was given to the company way back in April. I had been in to see them many, many times because they sent us a bill every month and held the checks in their drawer and added interest. I also called and they would rudely hang up on me. I would like my credit fixed and a receipt for the bills and the interest returned to me. I would also like to have a letter of apology that I can have if the question of my credit ever comes up due to their irresponsible processing of my two payments. Thank you for your time and help.
Customer received delivery on March 19, 2014. Payment was made by e-payment on April 9, 2014. Payment was made after the 10 day discount period had expired so customer was not entitled to a discount. We have no record of customer speaking with someone in the Kentucky office....
If customer can provide a name of the person they claim to have spoken with, we will investigate further.
We are not claiming that the same software issue has been occurring for six years. Due to emerging technology, it is not uncommon for software systems to be changed on a frequent basis. If customer believes that Ala-Tenn is such a terrible company, why would they continue to do business with...
us for "more than 8 years" as indicated in complaint???? Customer received a delivery on April 14, 2016. Customer submitted check number [redacted] for full payment of the balance on or about April 27, 2016. Just prior to that delivery, Ala-Tenn changed software systems and the payment made on or about April 27th did not automatically post to customer's account. The software issue has been resolved and the payment was manually posted to the account but not before a collection notice was sent. Ala-Tenn regrets the issues which have occurred with its software system and that customer received a collection notice. The customer's account has a zero balance as of October 13, 2016.
As indicated in the original response, the lid is made for the type of multi-valve that is on the tank and is the only type of lid that will work with that valve. We are checking to see if we have another tank that we can obtain to replace the tank in question. However, there is no guarantee we will be able to locate a replacement tank.
Customer received all of the propane which was pre-purchased in July [redacted]. Due to the nationwide propane shortage last winter, delivery times were longer than normal and propane was rationed. Customer acknowledges that they were made aware of these things. Customer requested tank be...
picked up and tank was picked up. Fees contained in rental agreement have been charged to account and customer has been given credit for propane remaining in tank when picked up. Balance due is $218.96 and is for tank pickup, tank rent, removal of propane from tank after pickup and failure to purchase agreed upon amount of propane during last year of tank rental.
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]
System checks are done on new customer accounts and are done when [redacted] is delivered. According to the plant manager at [redacted], Mr. [redacted] threatened to "[redacted]" during the phone call made after the [redacted] was delivered. [redacted] offered to pump the [redacted] out but customer...
refused. Tank was picked up and credit was given for [redacted] in tank and charges set forth in tank rental agreement were assessed. Account currently has a credit balance of $95.78 which will be refunded to customer.
We are willing to provide a $40.00 credit to account to cover any propane which may have leaked out. That would bring the balance due to $53.25 which needs to be paid by December 31, [redacted]
We went back and reviewed the audio recording of the telephone call in question. While customer does initially ask what the price would be, customer goes on in phone call to indicate that approximately 125 gallons would be needed to fill their tank. Based upon that, an order was entered...
and delivery made. We are agreeable to accepting $.899 per gallon for a total due of $113.09 so long as payment is received by March 8, 2016.
Due to the nationwide propane shortage last winter, delivery times were longer than normal. Customer has acknowledged receiving all of the propane he contracted for. The bill for $51.69 has been corrected which would have left customer with a zero balance. However, customer paid...
the bill during same time correction was being done which has resulted in a credit on the account which can be applied to customer's next delivery.
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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]
Pursuant to customer's request, we made a delivery and placed a fill valve adapter on the tank which is owned by the customer. Pursuant to notice from customer that tank had started leaking again, we responded and placed another fill valve adapter on tank. The fill valve on tank needs to...
be replaced but that cannot be done until tank is empty. We are not responsible for maintaining customer owned equipment and are not responsible for propane which may be lost due to leaks in customer owned equipment.
Customer was provided quote for requested work prior to work being done and customer agreed to quote. Quote was for more than the $250.00 that customer claims. The propane tank and propane has been recovered by Eastern Illinois but the remaining balance over and above the initial...
installation quote is for piping, valves and other items necessary to establish service but were non-returnable. Those items have not been recovered by Eastern Illinois.
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]
It is true I made a mistake. Our checks were dated August. I sent a letter to the Revdex.com saying the correct date was in August. I am so sorry for my mistake but it still remains that the checks were held in the drawer for several months. I like the fact that they do have a credit for us but they could just as well return the money to us. I also asked that they send a letter to explain and apologize for their rudeness(hanging the phone up, etc) during this several months of this episode and explain that it was not that we did not pay them right away. They just put the check in their drawer. So I would like a letter in my possession for future reference if I need and my credit back in money for my pocket.
Thanks.  %3
Customer reported a leak in 2011 and, as customer acknowledges, Midway responded and fixed leak. Credits for loss of gas are not given due to the inability to determine exactly when a leak occurred and how much propane may have been lost. This policy is stated in the tank rental...
agreement. Midway has no other record of Customer reporting another leak. The tank was picked up in 2013 due to customer not meeting agreed upon usage requirements. The balance due on account is for charges which were contained in the tank rental agreement and which were assessed after tank was picked up. Customer has been sent monthly statements to the address listed on the tank rental agreement. Midway has also attempted to call customer about balance due but was not able to leave a message. Customer owes balance and it needs to be paid.
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]
1. We changed ownership of our tank in April of 2013, not December. 2. NC is marked thru and 2.50 was written above it. Why? They said in an earlier correspondence with Revdex.com that my contract indicated no charge for rent. It has been altered. 3. My husbands name is misspelled. 4. In the last sentence of line no. 3) the writings here are referring to how minimum usage failure will be dealt with. "The customer shall pay the additional rental fee for the use of equipment based upon this schedule by the 10th day of the month in which any additional fee is mailed to the customer." We were never on a schedule. We never agreed to a minimum usage amount.
[redacted] Propane has offered to remove $150 unpaid tank rent and $25 for tank removal through the Revdex.com. $436.68 - $175.00 = $261.68. Per the [redacted] Propane office manager, here is the breakdown of my bill. $150 unpaid tank rent for 5 years. $200 for not using the "agreed upon" 400 gallons. The tank removal fee was not mentioned by her. The "rest" is late fees and interest for a total of $436.68. They say that they do not mail out a bill for unpaid tank rent, or non usage as they "expect the customer to pay this on their own accord," until you cancel your service with them apparently. In the office managers words "they go back 5 years and charge you unpaid rent and non usage. You also accrue late charges and interest fees." Line no. 3 of this supposed contract states the customer will be billed any additional fee so it can be paid by the 10th of the month. We were never sent a bill because we were never on a schedule. It's also interesting that I asked to see my contract weeks ago and it wasn't produced. After Revdex.com was told by me, that I no longer have a copy of my contract, they were given a "copy" within 12 hours.
However, in producing this supposed copy of my contract, it shows their failure to mail any additional fees that I supposedly owed by the 10th of each month. That's because I did not owe them any money. We were never on a schedule. We never agreed to use a certain amount. It was on an "as needed" basis.
If I did owe them for non usage (which I absolutely did not), I was told it would be $200. The $61.68 would be interest and late fees. How can a business "assess" my account one year after I cancel service with them, figure up a bill and then hold it for another year while it accrues late fees and interest? There is no way this will ever make sense.
I want a statement with a zero ($0) balance and Closed Account stamped on it.