Customer is incorrect, the rental agreement says nothing about the rental amount being for the first year only. All adjustments due account have been made and no further adjustments will be made. Balance due needs to be paid to avoid further collection action.
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.They sent a technician, his name was [redacted], out here and I talked with him. He brought another lid identical to the lid that was on the tank. He said they told him to bring it anyway even though it was the same style lid. He said the tank is old and they do not make a lid that will fit it anymore. They knew this when they brought it out and set it up the first [redacted]e. The original installer said it was the wrong lid but it was all they could find and they would order a lid that fits. The technician that came out last week, [redacted], said the only thing they could do is to replace the tank. He said he would tell them that the lid does not fit, does not line up so you can latch it and that he would ask to have the tank replaced. The tank lid DOES NOT line up with the latches so there is no way to secure it. The lid is NOT made for this tank. They sold me the tank so they need to replace it if they do not have a lid that fits it.
Regards,
[redacted]
The documents provided by the customer and the accounts involved have been reviewed. It does appear that the referral credits had not been applied to the accounts and those have now been applied. [redacted]' account now has a zero balance and [redacted] account now has a $62.99 credit which can be applied to the next delivery. We regret the delay in applying these credits.
When the customer entered the pre-buy agreement, the company went out and purchased propane to cover that contract. During the shortage last winter, the propane which had been purchased to cover the contracts could not be shipped to us. This means we had to go out into the market and buy propane to replace what could not be shipped to us. This gas cost more than the propane purchased to cover the contract and pursuant to paragraph 5 of the contract, this increased cost was passed to the customer. Even if customer forfeits the remaining gallons, the balance will still need to be paid because all of the money she had left on account for the pre-purchased gallons was applied to the February 2014 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.
[The contract most certainly does state the first year. I will not pay, I have a contract in hand that I know how to read and it most certainly does state $36 a month the 1st year. I will not pay that as long as I have it in writing that it is so.]
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.
The pictures provided were to show that the dome does not fit the tank and that it will not latch and you cannot lift it without lifting the entire dome since it does not line up with the hinge. I have never stated that the issue is the appearance. I had planned to paint it but no amount of paint will make up for a dome that does not fit. I spoke with [redacted] when I called to order your service and she suggested I buy a refurbished tank. New or refurbished was not an issue for me since I planned to paint it to match the trim on my house. So, just to be clear, the appearance is not an issue. The fact that the dome does not fit and therefore, does not allow me to lift it to check the gauge by lifting it by the hinge (as opposed to taking the dome off) and that it cannot be latched down, these are the issues. I will consider a new tank as long as the only cost to me is the difference in the price I paid for this tank and a new tank; meaning no extra charge for installation. As you will recall, the original installer said the dome he brought was all he could find and that it was not made for the tank and he would get the correct dome and bring it out and install it. Had he said this non-fitting dome is how it is, then I would not have accepted the tank in the first place.
Regards,
[redacted]
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]
What about no one answering the phones? What about your poor customer service? NO ONE ever called me I had to keep calling. Your corporate [redacted]! Also I requested gas again and guess what no one has brought me gas and I requested 8 days ago. Imagine that. Poor customer service. I personally went in there last week and the same driver took me he would bring me gas and my delivery day has come and gone. I mean does anyone listen, work , call anyone back around there.funny, you sure did reply to Revdex.com fast. Dang should have done this 9 weeks ago ....[redacted]. Your office charged me interest on a balance that took you 9 weeks to fix not 6-8 that you said and still waiting on confirmation that was removed....cant imagine why your office has not called to let me know. Maybe because y'all have a hard time dialing out???? Who takes 6-8 weeks to fix a balance YOU messed up? [redacted]!!!!!! What does it take to get gas? AND I want it done right this time. I left my last gas company for unorganized work but they look like saints compared to y'all. One last time after 22 left messages at corporate NO ONE has called me back!!!!!! When will I get gas? When will the interest be removed? When will I get a call back?
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.
[No, paragraph 3 states that there is a $36 monthly rental the first year only. This account is 14 years old and I paid every bill that was ever sent to me in the 14 years the account was open with no outstanding balances. There is a statute of limitation on billing for services from 14 years ago. I assume that we paid any and all 1st year rent on the account or someone at Economy would have let us know or billed us prior to 14 years later. ]
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]
I do acknowledge talking with several people with this company because I have been trying to resolve this since last February. I first called near the end of January for my pre-buy and after waiting 2 weeks for delivery I called and was told they didn't get my message. By this time the suspension was in place but no one told me they had suspended the pre-buy. I WAS NOT advised of any suspension or that the price would be nearly $4.00 a gallon. I ASKED for my pre-buy gas. Gas is Gas...they had the gas and delivered it but increased the price for their benefit. They made the delivery on Feb 11, 2014, 1 day before they lifted the pre-buy suspension which seems was very suspicious and very much in their favor. They keep saying I have $251.2 gallons of my pre-buy left. I am willing to just let them keep that gas that I paid $1.69.9 for and call it even. It's worth $426.78. (I would still loose $106.29) I have tried over a dozen times in the last 3 months to resolves this and as I previously stated, no one will return my calls in Columbia, Tn. or Paducah, Ky. Please let me know if they will agree to this resolution.
Thank you for any help.
[redacted]
home: ###-###-####
cell: ###-###-####
As indicated in original response, account history does not show a credit balance of $155.00. However, based upon the copies provided by customer, a credit has been given for $155.00. Finance charges which had accrued on the account have been removed and the account now has a zero balance.
The nationwide propane shortage which occurred during the winter of 2013-2014 affected Gasper River's delivery times. Because of that, waivers were granted to customers requesting one so that other providers could put propane in Gasper's tanks. Customer had an order pending but cancelled...
that order on February 4, 2014 and switched propane providers. The customer was advised in December 2014 when he requested tank be picked up that due to weather it may be a while before the tank would be picked up. The wet spring further delayed the pick up of the tank. Due to the delays in making deliveries caused by the shortage, Gasper River is willing to waive the minimum usage fee. That fee has been removed and the account now has a zero balance. Gasper River regrets the delivery delays during that winter but the delays were due to circumstances beyond Gasper River's control.
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.
[rejecting. They know there is no problem lasting over 6 years. What about the customer who no longer had proof and had to pay to keep this out of collections? What about when I show them I have proof then all of a sudden they found where I paid in their file. They need to be audited . Someone in this company do not know their job. The computer only show what is put into it. Because we have not changed company yet because I know how they work to more money from customers, I keep all paper work so they cant pull the threat of collection on me. Their are customer who have too pay for the same delivery over again if they don't want their account turn over to a collection agent . When proof of purchase is given to them then they find it in their records and say oops sorry. But if I did not have that they expect to be paid again.. There is a problem with this company. And given them 8 years to fix their problem that is still ongoing...]
Regards,
[redacted]
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]
This is not what had happened as I have explained in my initial complaint, I called in and ordered 300 gallons and paid for it with my [redacted] card, which I have a print out of, they are saying I only paid for a part of it but why would I call and prepay for 300 gallons and not the other 55.4 gallons it make no sense they are lying their driver came and over filled the tank and now they are trying to charge me more than the quoted price per gallon on that date plus all the interest and this should not be, I have tried to get in contact with the company and pay what I owed at the time of service even though I didn't order that much but they will not even acknowledge that I have called. I have my original receipt that shows 610.55 for the balance owed from them over filling my tank, I have my [redacted] card payment of 513.27, I agreed to pay them the difference of 97.28 but they still insist that I pay now 165.64 because they say its a different price per gallon and fees, which makes no sense to me when I was originally told to disregard the whole thing.
Customer acknowledges in his complaint that he no longer lives at address where tank was set. Tank was picked up due to non-usage and only had 24% in it. The charges applied to account are pursuant to tank rental agreement and credit has been given for propane in tank when picked up.
During the May 26th call, customer indicated she was at her doctor's office and [redacted] indicated she would call her back in approximately two hours. However, [redacted] was not able to get approval for any reduction at that time so no return call was made. On June 1, 2015, the customer's husband spoke with a customer service representative who indicated that she would have [redacted] call him back but customer's husband insisted on paying full balance due over the phone to get the matter behind them. Payment was accepted.
The 5th year of rent has been removed as customer left employment in 2011. Customer has been give credit for propane remaining in tank when picked up. Despite being an employee, customer was still subject to purchasing agreed upon minimum amount of propane and has been charged the fee...
set forth in the rental agreement for not meeting that amount. Account currently has a credit of $148.13 and a refund check will be sent to local plant and customer will be notified to come in to pick check up and sign an acknowledgement of receipt.
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.We do not trust the quality of the tanks or the installation by the company. The company offered me another refurbished tank and only 30 gallons of fuel. We lost nearly 200 gallons of fuel in this mishap. We are very nervous that a refurbished tank will not be properly inspected (again) and that the fuel will leak and our family will be at great risk. We request a reimbursement of funds for the faulty tank, the patchy installation, the fuel lost, and the service charge for "not" finding the leak to begin with.
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 I would really like to see an itemized statement showing why my father in law did not receive a refund. Also, my husband talked with someone at the main office and was told there would be a zero balance. (No refund!) but at least there was no balance due. Then a couple weeks later we get the same amount due letter. These people are crooks! They had also billed my father in law for a load of gas that he had already paid for in the past! Thank goodness he kept a receipt and they didn't get paid twice for the same tank of gas. I would never do business again with these people and would advise others to do the same, or keep very good records!
Regards,
[redacted]
Customer is incorrect, the rental agreement says nothing about the rental amount being for the first year only. All adjustments due account have been made and no further adjustments will be made. Balance due needs to be paid to avoid further collection action.
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.They sent a technician, his name was [redacted], out here and I talked with him. He brought another lid identical to the lid that was on the tank. He said they told him to bring it anyway even though it was the same style lid. He said the tank is old and they do not make a lid that will fit it anymore. They knew this when they brought it out and set it up the first [redacted]e. The original installer said it was the wrong lid but it was all they could find and they would order a lid that fits. The technician that came out last week, [redacted], said the only thing they could do is to replace the tank. He said he would tell them that the lid does not fit, does not line up so you can latch it and that he would ask to have the tank replaced. The tank lid DOES NOT line up with the latches so there is no way to secure it. The lid is NOT made for this tank. They sold me the tank so they need to replace it if they do not have a lid that fits it.
Regards,
[redacted]
The documents provided by the customer and the accounts involved have been reviewed. It does appear that the referral credits had not been applied to the accounts and those have now been applied. [redacted]' account now has a zero balance and [redacted] account now has a $62.99 credit which can be applied to the next delivery. We regret the delay in applying these credits.
When the customer entered the pre-buy agreement, the company went out and purchased propane to cover that contract. During the shortage last winter, the propane which had been purchased to cover the contracts could not be shipped to us. This means we had to go out into the market and buy propane to replace what could not be shipped to us. This gas cost more than the propane purchased to cover the contract and pursuant to paragraph 5 of the contract, this increased cost was passed to the customer. Even if customer forfeits the remaining gallons, the balance will still need to be paid because all of the money she had left on account for the pre-purchased gallons was applied to the February 2014 delivery.
The customer has been offered a replacement tank and a credit for 75 gallons of propane but customer has not responded to that offer.
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 contract most certainly does state the first year. I will not pay, I have a contract in hand that I know how to read and it most certainly does state $36 a month the 1st year. I will not pay that as long as I have it in writing that it is so.]
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.
The pictures provided were to show that the dome does not fit the tank and that it will not latch and you cannot lift it without lifting the entire dome since it does not line up with the hinge. I have never stated that the issue is the appearance. I had planned to paint it but no amount of paint will make up for a dome that does not fit. I spoke with [redacted] when I called to order your service and she suggested I buy a refurbished tank. New or refurbished was not an issue for me since I planned to paint it to match the trim on my house. So, just to be clear, the appearance is not an issue. The fact that the dome does not fit and therefore, does not allow me to lift it to check the gauge by lifting it by the hinge (as opposed to taking the dome off) and that it cannot be latched down, these are the issues. I will consider a new tank as long as the only cost to me is the difference in the price I paid for this tank and a new tank; meaning no extra charge for installation. As you will recall, the original installer said the dome he brought was all he could find and that it was not made for the tank and he would get the correct dome and bring it out and install it. Had he said this non-fitting dome is how it is, then I would not have accepted the tank in the first place.
Regards,
[redacted]
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]
What about no one answering the phones? What about your poor customer service? NO ONE ever called me I had to keep calling. Your corporate [redacted]! Also I requested gas again and guess what no one has brought me gas and I requested 8 days ago. Imagine that. Poor customer service. I personally went in there last week and the same driver took me he would bring me gas and my delivery day has come and gone. I mean does anyone listen, work , call anyone back around there.funny, you sure did reply to Revdex.com fast. Dang should have done this 9 weeks ago ....[redacted]. Your office charged me interest on a balance that took you 9 weeks to fix not 6-8 that you said and still waiting on confirmation that was removed....cant imagine why your office has not called to let me know. Maybe because y'all have a hard time dialing out???? Who takes 6-8 weeks to fix a balance YOU messed up? [redacted]!!!!!! What does it take to get gas? AND I want it done right this time. I left my last gas company for unorganized work but they look like saints compared to y'all. One last time after 22 left messages at corporate NO ONE has called me back!!!!!! When will I get gas? When will the interest be removed? When will I get a call back?
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.
[No, paragraph 3 states that there is a $36 monthly rental the first year only. This account is 14 years old and I paid every bill that was ever sent to me in the 14 years the account was open with no outstanding balances. There is a statute of limitation on billing for services from 14 years ago. I assume that we paid any and all 1st year rent on the account or someone at Economy would have let us know or billed us prior to 14 years later. ]
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]
I do acknowledge talking with several people with this company because I have been trying to resolve this since last February. I first called near the end of January for my pre-buy and after waiting 2 weeks for delivery I called and was told they didn't get my message. By this time the suspension was in place but no one told me they had suspended the pre-buy. I WAS NOT advised of any suspension or that the price would be nearly $4.00 a gallon. I ASKED for my pre-buy gas. Gas is Gas...they had the gas and delivered it but increased the price for their benefit. They made the delivery on Feb 11, 2014, 1 day before they lifted the pre-buy suspension which seems was very suspicious and very much in their favor. They keep saying I have $251.2 gallons of my pre-buy left. I am willing to just let them keep that gas that I paid $1.69.9 for and call it even. It's worth $426.78. (I would still loose $106.29) I have tried over a dozen times in the last 3 months to resolves this and as I previously stated, no one will return my calls in Columbia, Tn. or Paducah, Ky. Please let me know if they will agree to this resolution.
Thank you for any help.
[redacted]
home: ###-###-####
cell: ###-###-####
As indicated in original response, account history does not show a credit balance of $155.00. However, based upon the copies provided by customer, a credit has been given for $155.00. Finance charges which had accrued on the account have been removed and the account now has a zero balance.
The nationwide propane shortage which occurred during the winter of 2013-2014 affected Gasper River's delivery times. Because of that, waivers were granted to customers requesting one so that other providers could put propane in Gasper's tanks. Customer had an order pending but cancelled...
that order on February 4, 2014 and switched propane providers. The customer was advised in December 2014 when he requested tank be picked up that due to weather it may be a while before the tank would be picked up. The wet spring further delayed the pick up of the tank. Due to the delays in making deliveries caused by the shortage, Gasper River is willing to waive the minimum usage fee. That fee has been removed and the account now has a zero balance. Gasper River regrets the delivery delays during that winter but the delays were due to circumstances beyond Gasper River's control.
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.
[rejecting. They know there is no problem lasting over 6 years. What about the customer who no longer had proof and had to pay to keep this out of collections? What about when I show them I have proof then all of a sudden they found where I paid in their file. They need to be audited . Someone in this company do not know their job. The computer only show what is put into it. Because we have not changed company yet because I know how they work to more money from customers, I keep all paper work so they cant pull the threat of collection on me. Their are customer who have too pay for the same delivery over again if they don't want their account turn over to a collection agent . When proof of purchase is given to them then they find it in their records and say oops sorry. But if I did not have that they expect to be paid again.. There is a problem with this company. And given them 8 years to fix their problem that is still ongoing...]
Regards,
[redacted]
Per Mr. [redacted] - the company showed up today and pumped the tank out and claim I will not be billed for.
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]
This is not what had happened as I have explained in my initial complaint, I called in and ordered 300 gallons and paid for it with my [redacted] card, which I have a print out of, they are saying I only paid for a part of it but why would I call and prepay for 300 gallons and not the other 55.4 gallons it make no sense they are lying their driver came and over filled the tank and now they are trying to charge me more than the quoted price per gallon on that date plus all the interest and this should not be, I have tried to get in contact with the company and pay what I owed at the time of service even though I didn't order that much but they will not even acknowledge that I have called. I have my original receipt that shows 610.55 for the balance owed from them over filling my tank, I have my [redacted] card payment of 513.27, I agreed to pay them the difference of 97.28 but they still insist that I pay now 165.64 because they say its a different price per gallon and fees, which makes no sense to me when I was originally told to disregard the whole thing.
Customer acknowledges in his complaint that he no longer lives at address where tank was set. Tank was picked up due to non-usage and only had 24% in it. The charges applied to account are pursuant to tank rental agreement and credit has been given for propane in tank when picked up.
During the May 26th call, customer indicated she was at her doctor's office and [redacted] indicated she would call her back in approximately two hours. However, [redacted] was not able to get approval for any reduction at that time so no return call was made. On June 1, 2015, the customer's husband spoke with a customer service representative who indicated that she would have [redacted] call him back but customer's husband insisted on paying full balance due over the phone to get the matter behind them. Payment was accepted.
The 5th year of rent has been removed as customer left employment in 2011. Customer has been give credit for propane remaining in tank when picked up. Despite being an employee, customer was still subject to purchasing agreed upon minimum amount of propane and has been charged the fee...
set forth in the rental agreement for not meeting that amount. Account currently has a credit of $148.13 and a refund check will be sent to local plant and customer will be notified to come in to pick check up and sign an acknowledgement of receipt.
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.We do not trust the quality of the tanks or the installation by the company. The company offered me another refurbished tank and only 30 gallons of fuel. We lost nearly 200 gallons of fuel in this mishap. We are very nervous that a refurbished tank will not be properly inspected (again) and that the fuel will leak and our family will be at great risk. We request a reimbursement of funds for the faulty tank, the patchy installation, the fuel lost, and the service charge for "not" finding the leak to begin with.
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 I would really like to see an itemized statement showing why my father in law did not receive a refund. Also, my husband talked with someone at the main office and was told there would be a zero balance. (No refund!) but at least there was no balance due. Then a couple weeks later we get the same amount due letter. These people are crooks! They had also billed my father in law for a load of gas that he had already paid for in the past! Thank goodness he kept a receipt and they didn't get paid twice for the same tank of gas. I would never do business again with these people and would advise others to do the same, or keep very good records!
Regards,
[redacted]