Complaints

• Initial Complaint

  01/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Smith propane brought a 80 gal propane tank and hooked into my regulater on my fifthwheel camper. Tank had 30 gal propane in it on 9-12-23 on 9-19-23 thier truck came and topped of the tank by putting 60 gal propane in tank. Just before Thanksgiving I called to have propane delivered and complain that it was not possible for me to use that amount of propane in that time frame. I was out on the road travelling and had furnace turned way down. They came on Nov 30 and filled the tank with 84.9 gal. Of propane $355.55 was charged to my credit card. Install and first tank of propane was 400.00. So I paid 755.55 for 174.9 gal of propane.. now on 1-15-24 my tank is empty and when I place my tank into camper and hooked them up I found a propane leek at the line coming out of regularer to my small tank. When I contacted the company they said it was my problem. So them did not check when they delivered in Nov. Because they said I was not home. I stated I did not have to be there for them to check the tank and lines as they are outside. Now the refuse to give me any credit or refund on the propane that has leaked out.

  Business response

  01/22/2024

  ******** ****** ******** ****** *** * **** ** ***** *** ******** ** *****
  Complaint # ********
  Regarding ******** *******
  
  In response to the ******** ******* complaint, we wanted to address a few issues and provide the signed documentation that we have.
  ******** ******* was installing a 420 lb. tank that holds 120 gallons.  These tanks are filled to 80% for a total of 90 gallons.   When the installer came to preform the installation.  He went over with Ms. ******* the Rental Agreement.  Ms. ******* signed the attached stating that Smith Propane & Oil’s equipment should not be moved, repaired, or tampered with for any reason.  She also signed stating that Smith Propane and Oil uses a routed delivery schedule. Please see the attached.   Also attached you will find a copy of the System Check and Equipment Rental/Gas Sales Agreement.  Please look over where Ms. ******* signed and acknowledged that “By signing above to all terms, rates and conditions as stated on the Equipment Rental Agreement.   
  
  When the delivery was made to Ms. ******* on November 30, 2023 there was pressure in line when filling the tank.  He did not smell propane or detect a leak outside.  He could not perform a full test as the customer was not home to shut off an appliance.
  When Ms. ******* called on 01/16/24 her original phone call was about the weather and or inability to access her location, she was not pleased that we would not come out on a day that wasn’t her delivery day. Please see the attached forms where she did indeed sign that she understood our routed delivery system and also the welcome letter that was sent to her letting her know her delivery day.   We did assure her that the drivers were out there doing the best that they could in the conditions that they were presented with.   She was very agitated with that Customer Service Representative that she spoke with.    She called a 2nd time and spoke with another representative where she proceeded to cuss and yell loudly.   When she called the 3rd time, she spoke with the Assistant Propane General Manager.   He explained to her, that we had no way to guarantee that the leak was not caused by her tampering with equipment, and since she did not provide access on the November delivery that we would not be able to reimburse her.  She asked that we remove our equipment and we have agreed.
  
  
  Sincerely
  Zachary C*****
  Propane General Manager
  *****

  Customer response

  01/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I below

  I was present when the first propane delivery ,to top off the tank,was made.  The second delivery they refused to pressure test because I was out of town and the could not schedule a specific time to deliver.   I am had of hearing due to sinus infection and speak loud.  I was not cussing.  I was upset after the person I was speaking to told me there was something wrong with my furnace.  I explained to this company that in winter time you can not get down my driveway when it snows.  I explained this to the service man at the time the brought the tank to my location. I also explained this to the delivery driver when he came to top off tank. Both of them told me to call when they could get in here to fill before it got bad.

  The papers they ask me to sign was, as I was told , as the print is so small I was unable to read.   A statement of their ownership of the tank they placed on my property.   When I called this company they stated they did not lease the tanks, so there was no charge for the tank.  That is why I decided to use them.

  As far as tampering with thier stuff. The only thing I did was put soapy water on their lines to find the leak. That is when I discovered they had hook into my regulater and small tanks and did not tighten the lines to the tanks. There is no shut off valves on them lines, they go directly to my 30 lb tanks.  There was a small leak at connection at the regular.  

  I looked up what I used previously.   I used 160 lbs of propane all winter long.  They delivered 184 lbs of propane in 3 mo.
  Regards,
  
  ******** *******

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The driver was to deliver heating oil to my house today. I had the check taped to my storm door behind the screen door because I didn't want to leave a signed check with no amount out in the open for anyone. When the driver arrived he rang my Ring doorbell and then almost just as quickly walked away so I didn't even have a chance to respond to him. I then called the company and explained where the check was so the driver could find it. He stated he would come back later that day. He never came back although he told his company he did. There is no evidence of him returning on my Ring doorbell. When I called the company back a man named John P******* kept saying there was nothing he could do about it and was extremely rude raising his voice to me. This mistake left a family without heating oil during the winter over a holiday weekend. When I made complaints on Facebook they blocked me. This is absolutely abhorrent customer service and something needs done.

  Business response

  01/13/2023

  The driver was at the location 2 times on Friday 12/30/22 we were not able to find his check that was post dated.  During the coldest temperatures we were trying to assist all customers.  Making 2 trips to the same home in 1 day did hinder other customers.   No family will ever be without heat during the coldest temps, as heating oil customers are always able to go to their local convenience store and pick up diesel fuel.  There is no reason what so ever for anyone to be without heat.   We did make his delivery on 12/31/22.  As he stated that our employee John got upset with him, it was a very cold very busy very hectic time.  While John decided to match energies with the customer this was most likely not beneficial to the situation.   Blocking someone from social media is not against any business policy and was a decision made to our page not his.  He was more than welcome to share his grievances with his friends and family.   While we were delivering at a minimum of 308 customers each day and trying to deal with ice and bad road conditions, it was not possible to not make someone upset.  We are sorry that he felt this way and took things to this level, when stopping at the local convenience store would have taken care of his family until someone could get back there.      

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