West Central FS

An existing patron called and/or stopped in to request a tank to supply a heater in an out building (shop). His initial contact was made at the Carthage office where a message was taken and given to our LP Service Tech - Joel. Joel called Terry and asked some questions regarding his request for another tank as *** already has one on his home and a lot of times we can hook up additional appliances on the same tank. Terry had a small (30,000 BTU) ventless wall heater in the shop and wanted to have FS provide a 124 or 250 GL tank for its supply. We didn't have either of these tank sizes in inventory as they are usually special order and are sold to the consumer. These tanks are generally set for light volume applications but their cost is seldom recovered during the life of the tank but patrons can purchase them as an option. We would order them and set the tank after it arrived at our business. As a reference, we own his 500 gallon tank on his house which is at no cost to him but we are the only company that can put LP in this tank. It was determined we weren't going to be allowed to run another line from the existing tank due to asphalt driveway that we couldn't trench across. Terry was upset because he was told he would have to buy the 250 gallon tank for $600. He would not accept that we couldn't put a 500 gallon tank on the shop just for a wall heater appliance because the volume would not cost justify. When I (Rick) talked with Terry, he claimed it was his intention to put a 110,000 BTU furnace in the shop eventually but it wasn't in the shop at the time of our conversation. Terry claimed he told Joel, but when I discussed the matter with Joel before calling Terry, Joel was not aware that this was Terry's intention. If this furnace were in the shop or Terry was to let us know when this was to occur, we were and would be willing to commit a 500 gallon tank and come to set it up and hook it up to the furnace. Terry didn't feel this was appropriate and remained insistent we didn't want to provide him a tank and that we didn't care about our patrons needs. The reference Terry made to our having 6-500 gallon tanks at Carthage was an observation and while it may have been the case at the time, those tanks we already identified for other patron applications. LP tanks, whether reconditioned or new, have a wait time for shipment that can have us waiting on new supply from 6-8 weeks depending on source. Another note about the situation relating to his request, he was offered a 100# cylinder to supply his wall heater since he didn't want to purchase one of the smaller tanks he initially requested. We also indicated we would put him on a list for an existing 124 or 250 gallon tank that the company owns but there is no way of knowing when the customers that have them would be done with them and turn them in. We don't have many smaller tanks in service that we own and they don't come up often for re-set. My conversation with Terry was to try and resolve his complaint and at the least provide an explanation for the response he got from our Service Lead. The options he was given are consistent with other requests of this kind and application. Terry indicated he has contacted two other suppliers in his area and they were anxious to set a tank for him. Terry was not at all interested in my explanation and when asked what he did for a supply, I was told it was none of my business. We are aware he has secured a tank from another supplier as a result of this situation. This situation would have had a different outcome if Terry would have been willing to work with us until the furnace was actually in the shop and ready to hook up as at the time of this writing we have a few tanks available. I hope this explanation demonstrates our efforts in this matter towards this patron and illustrates the factors that have lead to his claim. *** is in the business to provide reliable, efficient products and services that are profitable but at times don't meet some expectations. I respectfully await the result of your review and would be happy to answer questions.

Rick - Energy Department Mgr., West Central FS, Inc.