I am new as a customer dealing with propane. When i brought my house the propane tanks were already there. I have lived at my house for 2 years and it was fine UNTIL 12/15/23. I am on automatic delivery and woke up with no heat. When i spoke to the after hours they informed me i was due to have a delivery 2 days prior. Why i didn't get one is still a mystery. When i got the delivery right before XMAS i spoke to a manager David. Informed i wouldn't be able to pay the delivery amount right before XMAS. He stated it was ok and he would comment the account. He ended up giving me a $84.33 discount $857.19 to $772.86 . I was making payments weekly to catch up however on 3/7 i received an email stating my account is past due and put on delivery hold. I emailed back informing it shouldn't be on hold due to my conversation with David. They took me off hold.
3/14 suburban was back on my property not delivering but checking the tanks. I happened to be out of state however saw on my camera the truck. When speaking to David again, he informed they were testing the tanks and driver needed to know if the pilot needed to be relit. However since i wasn't home he couldn't do so. Mind you there was no noticed informing this was going to occur so i could have been home or arrange for someone to be at my home. David informed all i have to do is light the pilot. When i got home my neighbor assisted me and wouldn't figure out how to do so. The last option was , he looked at my tanks and realize the driver shut the tanks, WITHOUT A NOTICED! By putting the tanks back on i had heat and hot water.
4/8 i woke up to no heat and hot water. There have been only 2 deliveries since the last run out. I called and had them come to deliver the propane while i was at work. MIND YOU I AM ON AUTOMATIC DELIVERIES!!! After the delivery the driver put a ticket and wrote to turn both tanks on. At the time i came home i didn't see the message and only put one on. My hot water came on but not my heat. When i went back to the other tank and turned that on, the heat came on. On the invoice i only received 96 gallons. If i was out i would get around 130 plus gallons. I spoke to David and asked why i only received that amount if i was out. I also asked if they are dropping in both tanks. He stated yes and he would contact the driver to find out what is going on. In the meantime i receive now a $72.94 discount. a lesser discount then the first time.
4/12 David called me and stated the driver informed one of the tanks were off. I wasn't really out but since one of the tanks were off that's why he only dropped 96 gallons. I had taken a picture of my gages on 4/9 and one tank was at 80 and the other tank was at 40. David stated the gages doesn't sometime works and they estimate off of 1 gage. THESE ARE THEIR TANKS. SHOULDN'T THEY FIXED THESE GAGES TO GET PROPPER READING!!! I informed David i live alone and who is going to randomly shut my tank off? It doesn't make sense and he just kept reiterating that is what the driver told him, 1 tank was off, and no harm no foul. BUT THERE IS HARM AND FOUL FOR ME AS A CUSTOMER!!! I felt he wasn't trying to defuse the situation ESPECIALLY is not my first time running out. I ended up hanging up on him due to the FRUSTRATION. I called back and spoke to a Laura. I asked Laura who was higher than David and she couldn't answer that. I found it weird she didn't know the chain of command,. I asked for the regional manager and she put me on hold. When she returned she stated she couldn't give me any names however i can file a complaint on line. SMH i work in the Customer Service industry and have been a supervisor. Not "knowing" or providing information when a customer requests makes the customer feels SOOOO SECURE! (sarcasm) At that point i asked Laura to take me off automatic delivery and she asked if i want the tanks removed. GREAT SERVICE RIGHT!!! i told her not yet until i find a BETTER company that provides PROPER service to the customers. read more