Complaints

• Initial Complaint

  06/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The business sent notice of a delivery we did not want on Friday within a couple hours of closing, then sent out first thing Monday morning delivering fuel my family could not afford. *** asked to return the fuel, and they refuse the return. They refuse to issue a refund. We were signed up for auto delivery, but we believed that was exclusive to our pre bought gallons.I spoke with the ** and he confirmed we hardly use any propane through out the summer. The amount delivered was nothing but a Monday grab. The right thing to do would be to fill up to the pre bought gallons, and seek permission for additional gallons. Instead it felt like we were ambushed and strategically manipulated for a cash grab.

  

  Business response

  06/07/2024

  As stated in his message, ****************** is an auto delivery customer of ours and has been for about 3.5 years. We regularly schedule fills for our auto delivery customers based on fuel in the tank and projected use. We do not hold deliveries until after pre-buy; we deliver according to a schedule.
  
  ****************** has received an auto delivery in May previously, so May auto deliveries are not new to him. Mr. ******** pre-buy agreement clearly states that customer must inform seller if no delivery is to be made after April 30,2024; this did not happen and no attempt was made to contact us. The courtesy email reminder that ****************** received was consistent with the timing of notices that he has received throughout the last year.
  
  Were sorry that ****************** was unhappy with his most recent delivery. When he spoke with our customer service manager and general manager,as resolution we offered to price the gallons for this delivery at Mr.Prestons pre-buy price and also offered a payment plan. That offer holds. We will not be issuing a refund nor pumping out gallons for propane that was delivered according to an appropriate delivery schedule.
  

  Customer response

  06/07/2024

   
  Complaint: 21782828
  
  I do not accept the business's response as a resolution to my complaint because: 

   

  I only authorized automatic delivery of gallons purchased through the pre buy program. They have the data that shows we dont go through enough propane to warrant the additional gallons delivered and the ** I spoke with confirmed the same over the phone.

  Giving a customer 2 business hours to respond to a delivery is predatory and wrong. Its against state law to enforce minimum delivery amounts and my pre bought gallons should have been delivered without additional gallons added.

  This Company is claiming I did not give them notice of a need for gallons to be delivered prior to April 30th, however, they utilize tank monitors and have the information of my tank status at all times. They have known I could accept the remaining gallons on my pre buy contract and intentionally waited to deliver them so they could charge me for additional gallons that are not needed in the summer months. 

  Their refusal to return the additional gallons demonstrates their lack of willingness to find a reasonable resolution. 

  
  Sincerely,
  
  *********************

  

  Business response

  06/10/2024

  This will stand as our final response to ******************. We stand by our previous response that our latest delivery followed the guidelines of Mr. ******** ****buy contract,and that the onus was on him to notify us if no delivery was to be made after 4/30/2024, which he did not. There is nothing predatory about our contracts or our delivery methods which are clearly noted in the terms and conditions of Mr.******** ****buy contract and accepted by him.
  
  Per section (e.) of the Delivery Information section of Mr. ******** ****buy contract that relate to this latest delivery:
  
     e. Customer must inform Seller if no delivery is to be made before 10/01/2023 or after 04/30/2024.
  
  As agreed upon in the signature of the Pre-buy Propane Contract section:
  
     Customer has read and understands the terms and conditions. Customer's payment constitutes their acceptance of the terms and conditions of this     contract.
  
  Respectfully,
  
  **************

  Customer response

  06/11/2024

   
  Complaint: 21782828
  
  I do not accept the business's response as a resolution to my complaint because: [They continue to pretend they dont have access to our fuel levels at all time and only cite their contract, which is a predatory contract in nature due to the violation of state law requiring minimum delivery limits.  ]
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called Palmer gas to see an issue with my furnace the ******* arrived and said the unit needed to be replaced, then they sent out a sales person, the sales person was friendly took some measurements and said when materials arrive the technicians where going to deliver and install, at this point everything was fine, till the delivery day technician where not able to install the unit because of some measurements that where not taken properly, at this point its my fault and I need to fix the problem before they can continue with the installation, they havent finish the job and started billing be for the half that is due. Then the Palmer ********** started harassing me that they needed to finish the job, they said I needed to hire another. Contractor to do the duct work, now without consent they made a oil delivery knowing that the furnace is not working and billed me, fist the salesman should have known what unit would be best to install if they didnt have the correct unit they should of passes on the job, before installing anything, and to finish off the want to take the unit back and said would need to pay for the restocking fee, when I first called them I thought since the are a well known company that they would have employees that could do a complete job definitely worst experience I have ever experienced.

  

  Business response

  05/07/2024

  On January 4, we received approval to install a new furnace from the customer and she paid a 50% deposit. The install was scheduled for January 9 and the furnace was put in place. New venting for the furnace required that it be moved 3 and needed a roofer. January 15, customer had a roofer onsite, and called our office to send someone over. We sent our field supervisor who dropped off offset fitting so roofers would know where to cut hole. That was the last we heard from the customer for a while.
  
  We reached out and left a phone message on 1/30 and 2/5,and then tagged the door on 2/12 with a note to call us. Customer did call in and asked for other options because she was unable to secure a roofer. (Was told no other option.) We left a phone message again on 3/11 and 3/12 and tried again on 3/14 so we could finalize the install.
  
  Customer called in on 4/1 and told us that she wanted us to come and get the unit because she never heard from us. Explained we had reached out several times. Customer said no one would fix the unit without us being on site, though she never tried to get us there. We explained that we would be happy to finish the install once the roof repair was made but she wanted us to come get the unit. In a subsequent voicemail we quoted her $479 to $900 for restocking fee, and again offered to finish the job and meet the roofer when he was out there.
  
  ***** called us on 4/9 and let us know she wanted us to finish the install once the roof gets situated, and we agreed that we would send someone from our team out when the roofers were there, and that she understood that she would be responsible for the labor portion of the project at that time. We did make a fuel delivery on 4/23 due to a delivery scheduling issue, but that fuel will be used once the furnace is installed. ***** emailed regarding a previous credit on her account and we sent invoices to her.
  
  We believed that we were good to go once she had a roofer,and we would finish the install. And then next we heard from her was this complaint. Her desired outcome settlement per her complaint is that we finish the job, which is what we though we had agreed to.
  
  As discussed with *****, once she gets her roofer scheduled, we will arrange to have someone on site to complete the job. (We do need advance notice of five business days to schedule our team.)
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩