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]
Customer acknowledges in complaint that she has talked with several different people in the company so we do not understand why she claims that "they won't talk to me." Due to the nationwide propane shortage, residential deliveries under pricing contracts were suspended from January 27, 2014...
to February 12, 2014 pursuant to terms of contract. This was due to the inability to receive shipments of propane which had been purchased to cover the residential contracts. Delivery limits of 250 gallons were also in place much of the winter to make sure what propane was available could be delivered to as many customers as possible. Customer was advised that deliveries under pricing contracts had been suspended. Customer chose to place order on February 10, 2014 and delivery was made on February 11, 2014. The credit on customer's account for 2013-2014 pre-buy was applied to this delivery which left a balance owed which is currently $320.49. Customer has 251.2 gallons of pre-buy remaining and has until March 31, 2015 to take delivery of those gallons. However, due to the credit being applied to February 2014 delivery, customer will need to pay balance in full to restore credit for the remaining gallons.
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 was contacted in 2010 or 2011 by Midway Propane UPG wanting to swap my tank out to a smaller size, I agreed, but no one never came to exchange my tank, UPG did not come and get tank because of usage. They never contacted me by mail or phone, I called them to discontinue service. After tank was pick up in 2013 I never hear from them until now over 3 years later. I never received any letters or phone calls from Midway or UPG until 2-2016. My mailing address address or my phone has never changed. Why after three years are they charging me now? Over the 2 gas leaks, I contacted Midway Propane after leak and they agreed to a credit for the lose propane (can't remember what they agreed too, it was not as much as thought I lost, that was too many years ago and I don't want to state a fact I'm not sure of). I was told that tank rental was not charged if I used or purchased a certain amount of gas each year. So I do agree I may owe tank rental for a couple of years, but not for the entire time since they did not come and swap my tank to a smaller size. I am getting charged for Midways error for not coming and swapping out my tank to a smaller size. Midway propane a distributed for UPG is the one in error for agreeing to a credit and never giving the credit, also for not coming out to swap my tank to a smaller size to match my usage. Also for misrepresenting the contract by stating I would only be charged for tank rental if minimal amount was not used. I did receive a discounted offer from UPG this week, but I still don't agree I owe them the small amount they discounted.
Regards,
[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]
I have not received this check as it was sent to the Calloway Co Office who notified me I would have to pick it up. This is a drive of 15 miles during their business hours. Not as requested it be sent to me. I was never advised that it would take 6 to 8 weeks for them to correct their mistake. Should have late fees applied to me as they would charge me late fees. Definitely need to change policies or procedures. Certainly do not appreciate their customers!!!
The valve assembly on the tank includes the pressure relief valve which must exit through the center of the tank lid. The tank regulator must be able to vent through the side of the tank dome. The dome currently on the tank is the only type of dome that will work with that valve...
assembly. The lid can be raised to check the amount of propane in the tank and the lid can also be latched or locked by using the tabs on the side of the dome and lid. The customer was contacted in September 2016 and advised of this.
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]
As indicated in original response, [redacted] signed a tank rental agreement in October 2004. Notice of the change in property ownership was provided in December 2013. The charges to the account were assessed in March 2014 and have been pending on account since then. The balance will continue accruing finance charges until paid in full.
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]
UPG did not fail to fulfill its contract as customer claims. Customer acknowledges that he has received all the propane he contracted for. A refund check for $52.05 has been sent to the local location and once received, customer will be contacted to pick check up.
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]
There response makes no sense. 1. They are claiming now that the price I was given was the same price they gave me in the previous year? Last year I paid .99/gallon for propane. 2. I own my own tanks and am in no contract with UPG on my tanks nor on bulk propane nor its price. 3. Once again I was quoted and price locked 1.289 in JULY 2014. They repeatedly told me they would "be right out" then never showed nor did they call me back to give me a prospectis date for delivery. 4. When they finally informed me they may not be able to honor there quoted price, but they might if they get a "price extension", I told them it was not my fault they did not deliver when I asked. I then requested that they call me and inform me of what price I would then be able to get if they didn't "extend" my quote, though I never kept them from delivering previously. 4. My next contact with them was a bill on my door for the propane. They delivered without my permission and came onto my property without permission. I paid the bill because I had called [redacted] at the Salem office close to 10 times previously and never once got her to return a call. I then called the Paducah Kentucky main office and left a message after I was told they wouldn't honor there price and was never called back. I was simply trying to avoid the chance of them putting something on my credit and figured I would try to get them to make it right when that was not hanging over my head. 5. My check was deposited only 7 days after they filled my tanks on October 6. That means I was well within the 10 day allowance for price. Yet on the 12th I received a bill direct from UPG stating I had not paid in time and must pay a .10 gallon penalty. I already have everything written up and since this was all done via cell phone I have those records to prove my talking to them. If they'd like I can send it all into wave 3 troubleshooter as well. Ambiguous answers are a waste of everyone's time.
Customer's attorney did contact [redacted] and indicated that documents were still being prepared. Contrary to customer's claim, no proof of ownership has been provided to date and [redacted] has not admitted fault. As indicated in original response, current information available to [redacted] shows that lady who requested tank be moved is current owner of tank. Until proof of customer's ownership of tank is provided, [redacted] cannot do anything with the tank.
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]
My husband is a hospice patient and I have an aide to see to his care while I am at work. She was sitting at my husband's window that is perhaps 30' from the curve in my concrete drive where the driver ran off the concrete and caused a section of it to break away. My husband's aide both saw the driver in my drive and heard the concrete break. There were fresh tire prints in the ground from the propane truck beside the broken concrete.
I have used this propane company for my heating needs for several years and previously have had no complaint with their service. I am disappointed with their denial of responsibility. I am ** years old and fear this shift in making a profit without the pride of providing a good product or service is contributing to the decline of our great country.
Customer acknowledges that an offer has been made to provide a credit for 30 gallons. The reduction in tank percentage also resulted from the customer using propane during the time at issue. A credit for 30 gallons has been applied to account which, along with payment by the customer for the...
delivery, resulted in a $53.62 credit which can be applied to next delivery.
Revdex.com:
I have reviewed the response made by the business in reference to [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted]
Regards,
[redacted]
Customer was advised when she applied to become a customer that tank set could be delayed due to wet weather. Tank was set on January 31, 2017.
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]
Customer acknowledges in complaint that she has talked with several different people in the company so we do not understand why she claims that "they won't talk to me." Due to the nationwide propane shortage, residential deliveries under pricing contracts were suspended from January 27, 2014...
to February 12, 2014 pursuant to terms of contract. This was due to the inability to receive shipments of propane which had been purchased to cover the residential contracts. Delivery limits of 250 gallons were also in place much of the winter to make sure what propane was available could be delivered to as many customers as possible. Customer was advised that deliveries under pricing contracts had been suspended. Customer chose to place order on February 10, 2014 and delivery was made on February 11, 2014. The credit on customer's account for 2013-2014 pre-buy was applied to this delivery which left a balance owed which is currently $320.49. Customer has 251.2 gallons of pre-buy remaining and has until March 31, 2015 to take delivery of those gallons. However, due to the credit being applied to February 2014 delivery, customer will need to pay balance in full to restore credit for the remaining gallons.
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 was contacted in 2010 or 2011 by Midway Propane UPG wanting to swap my tank out to a smaller size, I agreed, but no one never came to exchange my tank, UPG did not come and get tank because of usage. They never contacted me by mail or phone, I called them to discontinue service. After tank was pick up in 2013 I never hear from them until now over 3 years later. I never received any letters or phone calls from Midway or UPG until 2-2016. My mailing address address or my phone has never changed. Why after three years are they charging me now? Over the 2 gas leaks, I contacted Midway Propane after leak and they agreed to a credit for the lose propane (can't remember what they agreed too, it was not as much as thought I lost, that was too many years ago and I don't want to state a fact I'm not sure of). I was told that tank rental was not charged if I used or purchased a certain amount of gas each year. So I do agree I may owe tank rental for a couple of years, but not for the entire time since they did not come and swap my tank to a smaller size. I am getting charged for Midways error for not coming and swapping out my tank to a smaller size. Midway propane a distributed for UPG is the one in error for agreeing to a credit and never giving the credit, also for not coming out to swap my tank to a smaller size to match my usage. Also for misrepresenting the contract by stating I would only be charged for tank rental if minimal amount was not used. I did receive a discounted offer from UPG this week, but I still don't agree I owe them the small amount they discounted.
Regards,
[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]
I have not received this check as it was sent to the Calloway Co Office who notified me I would have to pick it up. This is a drive of 15 miles during their business hours. Not as requested it be sent to me. I was never advised that it would take 6 to 8 weeks for them to correct their mistake. Should have late fees applied to me as they would charge me late fees. Definitely need to change policies or procedures. Certainly do not appreciate their customers!!!
The valve assembly on the tank includes the pressure relief valve which must exit through the center of the tank lid. The tank regulator must be able to vent through the side of the tank dome. The dome currently on the tank is the only type of dome that will work with that valve...
assembly. The lid can be raised to check the amount of propane in the tank and the lid can also be latched or locked by using the tabs on the side of the dome and lid. The customer was contacted in September 2016 and advised of this.
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]
As indicated in original response, [redacted] signed a tank rental agreement in October 2004. Notice of the change in property ownership was provided in December 2013. The charges to the account were assessed in March 2014 and have been pending on account since then. The balance will continue accruing finance charges until paid in full.
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]
UPG did not fail to fulfill its contract as customer claims. Customer acknowledges that he has received all the propane he contracted for. A refund check for $52.05 has been sent to the local location and once received, customer will be contacted to pick check up.
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]
There response makes no sense. 1. They are claiming now that the price I was given was the same price they gave me in the previous year? Last year I paid .99/gallon for propane. 2. I own my own tanks and am in no contract with UPG on my tanks nor on bulk propane nor its price. 3. Once again I was quoted and price locked 1.289 in JULY 2014. They repeatedly told me they would "be right out" then never showed nor did they call me back to give me a prospectis date for delivery. 4. When they finally informed me they may not be able to honor there quoted price, but they might if they get a "price extension", I told them it was not my fault they did not deliver when I asked. I then requested that they call me and inform me of what price I would then be able to get if they didn't "extend" my quote, though I never kept them from delivering previously. 4. My next contact with them was a bill on my door for the propane. They delivered without my permission and came onto my property without permission. I paid the bill because I had called [redacted] at the Salem office close to 10 times previously and never once got her to return a call. I then called the Paducah Kentucky main office and left a message after I was told they wouldn't honor there price and was never called back. I was simply trying to avoid the chance of them putting something on my credit and figured I would try to get them to make it right when that was not hanging over my head. 5. My check was deposited only 7 days after they filled my tanks on October 6. That means I was well within the 10 day allowance for price. Yet on the 12th I received a bill direct from UPG stating I had not paid in time and must pay a .10 gallon penalty. I already have everything written up and since this was all done via cell phone I have those records to prove my talking to them. If they'd like I can send it all into wave 3 troubleshooter as well. Ambiguous answers are a waste of everyone's time.
Customer's attorney did contact [redacted] and indicated that documents were still being prepared. Contrary to customer's claim, no proof of ownership has been provided to date and [redacted] has not admitted fault. As indicated in original response, current information available to [redacted] shows that lady who requested tank be moved is current owner of tank. Until proof of customer's ownership of tank is provided, [redacted] cannot do anything with the tank.
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]
My husband is a hospice patient and I have an aide to see to his care while I am at work. She was sitting at my husband's window that is perhaps 30' from the curve in my concrete drive where the driver ran off the concrete and caused a section of it to break away. My husband's aide both saw the driver in my drive and heard the concrete break. There were fresh tire prints in the ground from the propane truck beside the broken concrete.
I have used this propane company for my heating needs for several years and previously have had no complaint with their service. I am disappointed with their denial of responsibility. I am ** years old and fear this shift in making a profit without the pride of providing a good product or service is contributing to the decline of our great country.
Customer acknowledges that an offer has been made to provide a credit for 30 gallons. The reduction in tank percentage also resulted from the customer using propane during the time at issue. A credit for 30 gallons has been applied to account which, along with payment by the customer for the...
delivery, resulted in a $53.62 credit which can be applied to next delivery.
Revdex.com:
I have reviewed the response made by the business in reference to [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[redacted]
Regards,
[redacted]