Sent: Thursday, June 30, 2016 9:42 AMSubject: complaint #[redacted] Please find attached copies of the account history and tank rental agreement in further response to the above referenced complaint. Thanks,United Propane
If customer will do the math, she will see that if $285 (LIHEAP Payment) is deducted from the total due of $384.56, the remaining balance is $99.56. Had the customer paid the remaining balance within 10 days of the delivery, an additional discount of $30.00 would have been given. That may be why the customer believes that only $69.56 is due. However, payment was not made within ten days so the $30.00 discount does not apply and the full balance of $99.56 remains due.
Delivery times during winter are 7-10 days and customer would not have been told delivery would be made next day. Customer acknowledges in complaint that delivery time is "in about 8 days." Customer further acknowledges in complaint that "they never deliver gas on the next day."...
Based upon these statements by customer, we do not understand why he claims he was told delivery would be made the day after order placed.
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 did not ask for Economy Propane to fix the regulator I am asking for a refund on the propane I had to buy. If the company had checked everything before they filled the tank they would have found the leak and not filled the tank up. I will pay for the regulator to be repaired.%
Customers are billed out at the price applicable on day order is placed. If customers pay within a certain period of time, they receive a discounted price for early payment. Customer did not pay within that time and was not entitled to the discounted price. That is why it appears...
the customer was charged a higher price when he was not. However, based upon customer's good past payment history, the account has been reduced to zero balance.
The refund request was submitted to the home office on October 24, 2016. Processing of refunds normally takes 6-8 weeks. Customer will be notified when refund check is ready for pickup and will need to sign an acknowledgment of receipt evidencing receipt of the check.
As acknowledged in complaint, customer terminated contract and requested tank be picked up. Once tank was picked up, account was reviewed and all charges set forth in contract were assessed to account. No adjustments to account will be made and balance due needs to be paid.
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]
Received the $14.24 owed today. Thank you for your help
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]
I want to thank the Revdex.com and UPG for responding to my complaint. I am not sure all the responsibility rest with the local store in [redacted] but am happy with the outcome. I did receive another bill in the mail today but will assume it is just a matter of the timing of the company response and will wait until next month to see if I continue to be billed. Again thank you for your help. [redacted].
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]
Refunds typically take 10-12 weeks to process. Customer's refund request is being processed and a refund check will be provided once processing is complete. Customer will be given credit for gas in tank when picked up but will also be assessed all applicable charges set forth in the tank...
rental agreement. Whatever the credit remaining will be refunded to customer.
Mrs. [redacted] signed a tank rental agreement in October 2004. That agreement indicated that certain charges would be assessed in the event the customer did not comply with the agreement. While the agreements typically contain a yearly rental amount for use of the tank, the agreement...
Mrs. [redacted] signed indicated no rent would be charged. As such, that fee has been removed from the account. As the tank was transferred to the new homeowner and not actually removed from the property, the tank pickup fee has also been removed. However, the minimum usage remains due because the [redacted]s did not purchase the agreed upon amount of propane. The new balance due is $261.68 and needs to be paid by July 31, 2015 to avoid additional finance charges.
If customer will provide a copy of the advertisement received, we will review the matter to see if any credits are due. We would also ask the customer to provide the names of all the people from the company that she spoke with.
The charges which have been applied to the account are set forth in the tank rental agreement customer entered in June 2013. As such, we dispute customer's claim that we are misleading.
As stated in original response, customer received total of 364.9 gallons which is shown on the metered delivery ticket. Delivery meters on trucks are verified by the state of Alabama and must be accurate. Customer has only paid for 285.7 gallons and that payment has been applied to his account. Customer needs to pay for other 79.2 gallons received. The delivery trucks cannot pump propane out of tanks so no propane was taken from customer's tank. Tank gauges can become stuck providing false readings of amount in tank which is why tank gauges are not used for filling purposes. Comments which customer claims were made by driver will be investigated and addressed with driver if confirmed.
Delivery truck which made delivery to customer was experiencing computer problems on day delivery was made. As customer acknowledges, he was advised a correction would be done but that it would take 6-8 weeks. Correction has been done and customer has paid the balance due.
Customer's order was placed during time when contract deliveries were suspended and customer acknowledges she was told any delivery made during that time would be at market price. Local office manager claims to have gotten approval from her supervisor for delivery to be at contract price....
Supervisor did not give approval for delivery to be at contract price and that issue is being addressed with the office manager. Because customer was told by office manager that delivery would be at contract price, an adjustment will be made to reflect that.
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]
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 can see this has turned into a he said she said issue. Pertaining to the January 2014 delivery, at this time I was not sure if we had a leak or not and no I did not complain at that time BUT that is when I started watching the meter more closely, noticing the odor at the tank and noticing the odor and residue on the brick at my house connection. Yes, a week after that delivery I called, NUMEROUS TIMES before I talked to a person, and told UPG something had to be very wrong because my tank meter had declined 100 gallons. After a couple of days they sent the service guy back I was not home at that time but he called me on my cell and I told him about the residue on the house at the connection. When I got home he had left a note on my door saying that he replaced a defective forge nut at the house BUT he NEVER mentioned anything about checking the regulator at the tank. Yes, I know we own the tank but the gas company is liable for checking the equipment before fueling. If he would have checked the regulator we would not have run out of propane AGAIN within 3 weeks. That is when I got a person to check the tank equipment and they found connectors loose and the bad regulator. At that point I ordered gas from another company. I have paper work, note from the driver, pictures with dates to show the rapid decline in gas, pictures to show the residue on the house and the bad regulator. I have also sent a letter to the Attorney Generals Office and State Fire Marshall. As I said in my first letter, I pay my bills but the way UPG treats their customers is WRONG and I don't think they need to be able to get away with it. I WILL NEVER DO BUSINESS WITH THEM AGAIN AND I WOULD NEVER RECOMMEND THEM TO ANYONE!!
Regards,
[redacted]
Sent: Thursday, June 30, 2016 9:42 AMSubject: complaint #[redacted] Please find attached copies of the account history and tank rental agreement in further response to the above referenced complaint. Thanks,United Propane
If customer will do the math, she will see that if $285 (LIHEAP Payment) is deducted from the total due of $384.56, the remaining balance is $99.56. Had the customer paid the remaining balance within 10 days of the delivery, an additional discount of $30.00 would have been given. That may be why the customer believes that only $69.56 is due. However, payment was not made within ten days so the $30.00 discount does not apply and the full balance of $99.56 remains due.
Delivery times during winter are 7-10 days and customer would not have been told delivery would be made next day. Customer acknowledges in complaint that delivery time is "in about 8 days." Customer further acknowledges in complaint that "they never deliver gas on the next day."...
Based upon these statements by customer, we do not understand why he claims he was told delivery would be made the day after order placed.
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 did not ask for Economy Propane to fix the regulator I am asking for a refund on the propane I had to buy. If the company had checked everything before they filled the tank they would have found the leak and not filled the tank up. I will pay for the regulator to be repaired.%
Customers are billed out at the price applicable on day order is placed. If customers pay within a certain period of time, they receive a discounted price for early payment. Customer did not pay within that time and was not entitled to the discounted price. That is why it appears...
the customer was charged a higher price when he was not. However, based upon customer's good past payment history, the account has been reduced to zero balance.
The refund request was submitted to the home office on October 24, 2016. Processing of refunds normally takes 6-8 weeks. Customer will be notified when refund check is ready for pickup and will need to sign an acknowledgment of receipt evidencing receipt of the check.
As acknowledged in complaint, customer terminated contract and requested tank be picked up. Once tank was picked up, account was reviewed and all charges set forth in contract were assessed to account. No adjustments to account will be made and balance due needs to be paid.
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]
Received the $14.24 owed today. Thank you for your help
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]
I want to thank the Revdex.com and UPG for responding to my complaint. I am not sure all the responsibility rest with the local store in [redacted] but am happy with the outcome. I did receive another bill in the mail today but will assume it is just a matter of the timing of the company response and will wait until next month to see if I continue to be billed. Again thank you for your help. [redacted].
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]
Refunds typically take 10-12 weeks to process. Customer's refund request is being processed and a refund check will be provided once processing is complete. Customer will be given credit for gas in tank when picked up but will also be assessed all applicable charges set forth in the tank...
rental agreement. Whatever the credit remaining will be refunded to customer.
Mrs. [redacted] signed a tank rental agreement in October 2004. That agreement indicated that certain charges would be assessed in the event the customer did not comply with the agreement. While the agreements typically contain a yearly rental amount for use of the tank, the agreement...
Mrs. [redacted] signed indicated no rent would be charged. As such, that fee has been removed from the account. As the tank was transferred to the new homeowner and not actually removed from the property, the tank pickup fee has also been removed. However, the minimum usage remains due because the [redacted]s did not purchase the agreed upon amount of propane. The new balance due is $261.68 and needs to be paid by July 31, 2015 to avoid additional finance charges.
If customer will provide a copy of the advertisement received, we will review the matter to see if any credits are due. We would also ask the customer to provide the names of all the people from the company that she spoke with.
The charges which have been applied to the account are set forth in the tank rental agreement customer entered in June 2013. As such, we dispute customer's claim that we are misleading.
As stated in original response, customer received total of 364.9 gallons which is shown on the metered delivery ticket. Delivery meters on trucks are verified by the state of Alabama and must be accurate. Customer has only paid for 285.7 gallons and that payment has been applied to his account. Customer needs to pay for other 79.2 gallons received. The delivery trucks cannot pump propane out of tanks so no propane was taken from customer's tank. Tank gauges can become stuck providing false readings of amount in tank which is why tank gauges are not used for filling purposes. Comments which customer claims were made by driver will be investigated and addressed with driver if confirmed.
Delivery truck which made delivery to customer was experiencing computer problems on day delivery was made. As customer acknowledges, he was advised a correction would be done but that it would take 6-8 weeks. Correction has been done and customer has paid the balance due.
Customer's order was placed during time when contract deliveries were suspended and customer acknowledges she was told any delivery made during that time would be at market price. Local office manager claims to have gotten approval from her supervisor for delivery to be at contract price....
Supervisor did not give approval for delivery to be at contract price and that issue is being addressed with the office manager. Because customer was told by office manager that delivery would be at contract price, an adjustment will be made to reflect that.
The district manager referenced in the complaint has spoken with the customer and all issues have been resolved.
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]
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 can see this has turned into a he said she said issue. Pertaining to the January 2014 delivery, at this time I was not sure if we had a leak or not and no I did not complain at that time BUT that is when I started watching the meter more closely, noticing the odor at the tank and noticing the odor and residue on the brick at my house connection. Yes, a week after that delivery I called, NUMEROUS TIMES before I talked to a person, and told UPG something had to be very wrong because my tank meter had declined 100 gallons. After a couple of days they sent the service guy back I was not home at that time but he called me on my cell and I told him about the residue on the house at the connection. When I got home he had left a note on my door saying that he replaced a defective forge nut at the house BUT he NEVER mentioned anything about checking the regulator at the tank. Yes, I know we own the tank but the gas company is liable for checking the equipment before fueling. If he would have checked the regulator we would not have run out of propane AGAIN within 3 weeks. That is when I got a person to check the tank equipment and they found connectors loose and the bad regulator. At that point I ordered gas from another company. I have paper work, note from the driver, pictures with dates to show the rapid decline in gas, pictures to show the residue on the house and the bad regulator. I have also sent a letter to the Attorney Generals Office and State Fire Marshall. As I said in my first letter, I pay my bills but the way UPG treats their customers is WRONG and I don't think they need to be able to get away with it. I WILL NEVER DO BUSINESS WITH THEM AGAIN AND I WOULD NEVER RECOMMEND THEM TO ANYONE!!
Regards,
[redacted]