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Business Profile

Propane

McDougall Energy Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:17/02/2024

    Type:Billing Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I set up an account with ********************* a division of mcdougall energy. Account #******. When this account was set up, I was told that all new accounts required payment before propane could be delivered. My cottage is located in an ******* ****** park that is not accessible after October 31. I left the ******************* on October 18th/2023 Then on Jan 19th/2024 I received an emailed invoice for $162.17. For propane, they say was delivered on Nov 9th / 2023, I didnt order propane and I have no way of checking to see if this was actually delivered, until my return in May. Im asking that ********************* stop invoicing and promise not to charge interest. I will be returning to ******* in May at which time I will make payment if this propane was delivered. My propane tank was at 40% when I left *******. My cottage neighbours told me that a ********************* driver accidentally partially filled my tank in 2022. I believe that ********************* is now trying to recover their mistake.

    Customer Answer

    Date: 18/02/2024

    Copy of invoice 

    Business Response

    Date: 08/03/2024

    Here is brief outline of the events - Please let me know if you need any additional information.

     Our office mistakenly posted the wrong ticket (delivery of propane) to the wrong location.
    203.1 litres from November 9th was posted to Lot *** (******), should have been posted to 259124-1 ***** & ***********************
    186.8 Litres from November 1st was posted to Lot 103 (******) and needs to be moved to ********
     
    ********************* from ***** ********************* did not inform us that Lot # *** was sold 3 years prior. (******)
    **********************; & ********************* from ****** did not set up an account with us to have propane transferred to their name.
    Both locations are side by side, same exact colour of siding and both have the exact same tank size (1x120's)
    Work orders ensure that both monitor numbers are correct.
    In January 2024 ******** account was set up as Tenant Prepay, which we believe is incorrect because the customer owns their park unit and is not a tenant of *********************.
    We have year-round access to filling at this property- as there are other tanks to be filled year-round, other than the residents ********* ****** etc.). Perhaps ****** and residents are not allowed yearly access but our company is.
    The statistics on the monitors reflect the deliveries of those said dates.
    Tickets were pulled by monitor levels by dispatch team (monitor wasn't set up in ******** account, he was set to Will Call. Monitor was under ************************* account- then the delivery invoice was moved over after **** Called in to ask for that).
    Fleet GPS Tracking software puts the driver at the same location on said dates. 
    Difference between ticket pricing would be $20.89 that technically should have been charged to ****** Account and taken off of ******** Account.
    With respects to the delivery in 2022 - Fowlers tank was filled in error, and this was rectified very quickly & Credited back- the propane was left in the ****** tank which resulted in ****** getting a free fill due to the driver's error.
    Please note our ****** representative had reached out to ****** via phone (left voicemail) asking for customer to clarify if they wanted tank monitor removed but never heard anything back.

    Still pending...

    Let us know how the company would like us to proceed. The difference of $20.89 has not been adjusted between the two customers but I think at this stage we can absorb this charge. I have attached both invoices for your review.

    Thanks *******************

    Credit Manager - ********************* ************

    Customer Answer

    Date: 08/03/2024

     
    Complaint: 21308960

    I am rejecting this response because:
    All im asking is that this invoice be put on hold with no interest charge until I can look at my tank monitor on or about may 15th.
    I dont believe this tank was filled because, it was at 40% mid October when i turned it off, why did it take *********************  more than 3 weeks after I turned the propane off to make a delivery on November 9. 

    In ****** ***** response to bbb they stated  that they called me and left a message, this is false!

    On Friday March 8, I called ********************* (*******************) **** was away from her desk and I was told that she would return my call shortly,  **** never returned my call. 



    Sincerely,

    ***********************

    Business Response

    Date: 11/03/2024

    Thanks for your reply.

    I am good with not charging finance charges until you review your propane tank in May 2024. I have set the account to no finance charges until then, plus I have reversed the small finance charge of $4.05 charged on Feb 29, 2024. 

    Please keep in mind in you are mentioned that your tank was 40% when you left *******, which makes sense because we will deliver when your tank gets low at 30%. 

    Plus, I did receive a phone call message from our front support team on Friday March 8th at 4:05 pm - which I was unavailable to take on Friday - as our office closed at 5pm. I will be reaching out to **************** this morning after 9am.

    Thanks *********;

     

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