United Propane Gas

UPG did not fail to fulfill its contract as customer claims Customer acknowledges that he has received all the propane he contracted forA refund check for $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] 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 [redacted] 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

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 senseThey 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 propaneI own my own tanks and am in no contract with UPG on my tanks nor on bulk propane nor its priceOnce again I was quoted and price locked in JULY 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 deliveryWhen 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 askedI 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 previouslyMy next contact with them was a bill on my door for the propaneThey delivered without my permission and came onto my property without permissionI paid the bill because I had called [redacted] at the Salem office close to times previously and never once got her to return a callI 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 backI 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 headMy check was deposited only days after they filled my tanks on October That means I was well within the day allowance for priceYet on the 12th I received a bill direct from UPG stating I had not paid in time and must pay a gallon penaltyI already have everything written up and since this was all done via cell phone I have those records to prove my talking to themIf they'd like I can send it all into wave troubleshooter as wellAmbiguous answers are a waste of everyone's time

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 belowRegards, [redacted] We will wait and see if this is a true statementI was told the same thing months ago and still did not receive a checkI will leave this open until the check is in my hand [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 $credit which can be applied to the next delivery We regret the delay in applying these credits

As stated in original response, customer received total of 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 gallons and that payment has been applied to his account Customer needs to pay for other 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 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

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 resolvedRegards, [redacted] I want to thank the Revdex.com and UPG for responding to my complaintI am not sure all the responsibility rest with the local store in [redacted] but am happy with the outcomeI 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 billedAgain thank you for your help [redacted]

The district manager referenced in the complaint has spoken with the customer and all issues have been resolved

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 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 delivery

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-weeks Correction has been done and customer has paid the balance due

Customer received all of the propane which was pre-purchased in July *** Due to the nationwide propane shortage last winter, delivery times were longer than and propane was rationed Customer acknowledges that they were made aware of these thingsCustomer requested tank be picked up and tank was picked upFees 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 $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

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

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 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 $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, day before they lifted the pre-buy suspension which seems was very suspicious and very much in their favor They keep saying I have $gallons of my pre-buy left I am willing to just let them keep that gas that I paid $for and call it even It's worth $ (I would still loose $106.29) I have tried over a dozen times in the last months to resolves this and as I previously stated, no one will return my calls in Columbia, Tnor Paducah, Ky Please let me know if they will agree to this resolution Thank you for any help [redacted] home: ###-###-#### cell: ###-###-####

Delivery times during winter are 7-days and customer would not have been told delivery would be made next day Customer acknowledges in complaint that delivery time is "in about 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

Customer acknowledges that an offer has been made to provide a credit for gallonsThe reduction in tank percentage also resulted from the customer using propane during the time at issue A credit for gallons has been applied to account which, along with payment by the customer for the delivery, resulted in a $credit which can be applied to 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 belowRegards, [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 pocketThanks %

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, to February 12, pursuant to terms of contractThis was due to the inability to receive shipments of propane which had been purchased to cover the residential contracts Delivery limits of gallons were also in place much of the winter to make sure what propane was available could be delivered to as many customers as possibleCustomer was advised that deliveries under pricing contracts had been suspended Customer chose to place order on February 10, and delivery was made on February 11, The credit on customer's account for 2013-pre-buy was applied to this delivery which left a balance owed which is currently $ Customer has gallons of pre-buy remaining and has until March 31, to take delivery of those gallons However, due to the credit being applied to February delivery, customer will need to pay balance in full to restore credit for the remaining gallons