Complaints

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• Initial Complaint

  Date:12/30/2022

  Type:Customer Service 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.

  This Gas Company will not answer their telephone for an order for gas. They also will not bring the gas in a timely manner. Letting several folks run out of gas in winter. They also will hang up the phone if you complain. They are really nasty if you call and complain. Like hanging up. This could become a serious issue in cold weather. As my wife and I are both unable to cut firewood for supplemental heat, We could freeze to death!!

  Business Response

  Date: 01/10/2023

  We are sorry
  that Mr. ******** is upset with us; however, his complaints do not match the
  facts. We received a call from Mr. ******** on 12/21 for an order of propane.
  He informed our customer service representative that he had 29% remaining in
  his tank. His order was placed in our system with a standard delivery time
  frame of three to five days.
  
  When the
  customer asked our representative when the delivery would occur, she explained
  that we try to deliver as quickly as possible, but due to the heavy call volume
  and influx of orders, she was unable to provide an exact date at that time. Mr.
  ******** did not accept this answer and then began complaining about no one
  answering the phone. Our CSR tried to explain that we were answering as many
  calls as possible and returning calls to anyone who left a message, but Mr.
  ******** would not allow her to speak without interrupting. After waiting
  several minutes while the phones continued to ring, our CSR ended the call.
  
  Our plant
  manager received two voice messages from Mr. ******** regarding his complaints
  about our office not answering the phones. He called Mr. ******** back multiple
  times and left two messages before receiving a return call from Mr. ********
  later that afternoon. The manager explained that call volumes were heavier than
  usual as people were trying to refill their tanks ahead of the incoming winter
  storm. The manager said his staff answered as many calls as possible given the
  circumstances. Mr. ******** did not accept this response and began talking about
  how people were running out of propane. When the manager asked for specific
  examples, Mr. ******** could not provide any. The longer the manager tried to
  reason with Mr. ********, the more agitated the customer grew.
  
  At the time of
  the call, the manager was making deliveries to help get propane to as many
  people as possible. After spending more than 15 minutes listening to Mr.
  ******** without the customer allowing him to talk while parked in another
  customer’s driveway, the manager informed Mr. ******** that he needed to resume
  making deliveries. The manager said it was unlikely Mr. ******** heard him
  because he continued to talk over him.
  
  Mr. ********’s
  propane delivery was made on 12/22/22, the day after his initial conversation
  with our CSR. While we understand that customers can become fearful about their
  propane supply during winter, we also want to point out that Mr. ********’s
  propane arrived well ahead of schedule. His propane supply was never close to
  running out.