Complaints

• Initial Complaint

  03/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On February 18, 2022 my propane ran out in the new tank put in by ******** in **********. The same family owns both businesses, ******** and Zanes LP. I called ****** LP and asked them to fill my tank again since it ran out and the temperature outside was in the teens, 14 at the time. The lady I talked to said they would fill the tank but it would take a couple of hours to get here because the truck was in a town up north of ******. I said okay and I'll be here and I needed propane because the temperature in my house was down to 64 and my 2 year old grandson is with me. I had no choice. The lady at the office said okay and we hung up. About 15 minutes after we hung up the lady in ****** LP office called me back and said they were going to charge me $100.00 over the amount of the propane for delivery. Then she said if I wanted to wait until the following week to have the tank filled they wouldn't charge me the extra $100.00. I told her I didn't have a choice because my grandson is in the house and it is slowly getting colder in here. She then told me that I am supposed to call them to let them know I need more propane when the gage on the tank is at 25% and they'll bring more gas. I told her that no one had ever told me that before so I didn't know about the 25% call but she said they were still going to charge me $100.00. The truck did get to my house a couple hours after we hung up again but it's not right they done the over charge just to supply the gas which is their job. I feel all they done was took advantage of me because they knew I had no choice whether to get more gas or wait for 3 days with outside temperatures 0 during the night. I have another issue with them but I don't have enough characters remaining to explain what went on over the last 2 years with ******** in ********** *******. Thank you for your time.

  Business response

  04/05/2022

  ************************* has been a will call customer since March of 2018.  He always calls when he wants/needs gas.  He ran out.  His fault.  We didn't have trucks in his area that day.  We would have been in his area the following Monday mornign.  So we had to drop what we were doing to make a especial trip just for to him to deliver gas.  That is why there is an extra $100 tacked on to his ****.

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