Complaints

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.

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair 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.

  AC Propane filled our exterior Propane tank on Tuesday 11/14.After filling the additive of a gas leak was noticed. I called AC Propane to ask if they could assist. They offered to come back for a service call (Leak and Pressure check at $130). They came on Monday 11/20 and noted the bleed valve on our tank wasn't properly closed and would have been opened during the refilling process. They noted the bleed valve was usually hand tightened, but due to the age of the valves a wrench was required to securely close, and recommended valve replacement within 1-2years. No refund was offered or given for the service call to close the valve they left open.

  Business Response

  Date: 12/04/2023

  To Whom It May ************** style="color: rgb(34, 34, 34); margin: 0px; font-family: "Helvetica Neue"; font-stretch: normal; line-height: normal;"> 

  We are indeed saddened by the customers complaint, but we appreciate and welcome the opportunity to address the customers concerns. Perhaps the customer may have a better understanding of the issue after examining our . This is in  response to the the customer complaint that a valve was left open and we charged the customer a service call to close the valve. We take great pride in serving our customers and providing the best service we can offer. We are a family owned business and I started the business with my parents in ****. If we indeed left the valve open, we would have been happy to remedy the situation at our cost. However, it is our response that the valve was closed in a professional manner according to industry standards and followed proper safety practices when we left the customers premises. Unfortunately, it is obvious that the tank began to leak after we left do to circumstances above and beyond our control. Had the tank not been 60 years old and properly maintained and updated valves been installed within the last few decades, the customer may not have experienced this issue.

   

  Customers that rely on propane have a choice of owning their own tank, or renting a leased tank from a propane dealer. When a customer leases a tank, it is the dealers responsibility to maintain and repair the tank as needed. With a leased tank, the customer is obligated to purchase their ******************** only from that particular dealer. Some customers opt to buy their own tanks at a substantial one time upfront cost and then enjoy the freedom of purchasing propane from the dealer of their choice. When a customer owns their own tank Bear all the responsibility of repairing and maintaining their tank at their own cost. 

   

  We advised the customer that the tank and valve is old, worn, and needs to be replaced. The tank needs to be completely empty to replace the valves. The tank was recently filled. Because the usage is part time and not a permanent residence, it may be one or several years until the tank is completely void of all propane. This is a customer owned and maintained tank. It is the customers responsibility to maintain and repair the tank as needed in accordance to common propane industry standards. We are not the only company that has filled this tank. And we have not serviced this tank since over 10 months ago. The valve has a knurled thumb s**** and is designed to be closed at finger tight. The valve is over 60 years old and over twice its life expectancy. The fact that it was leaking after we left the premises is not unusual given the poor maintenance of the 60 year old valve. There are several causes for leak and most customers will close the valve. That it why it should never be tightened beyond finger tight unless special circumstances require the use of tools. Below is a statement from the ************************* website which has jurisdiction over the propane industry in *****. 

  
  

  Customer Answer

  Date: 12/05/2023

   I am rejecting this response because: ** Propane opened the bleeder valve in the process of the refilling the propane tank and left it open, but refused to come back and close unless I paid for a leak/pressure check service.  ** Propane confirmed the bleeder valve was left open when they came back for leak/pressure check because it was only hand tightened closed.  ** Propane was able to fully close the valve using a wrench. I was never given a receipt/invoice until after I made a formal complain with BBB. ** Propane confirmed that there were no pressure or leak issues, and despite the age of the tank the sole reason for the leak that I called about was the bleeder valve remaining open from the refill. At no time prior to the pressure/leak service call was it mentioned that the bleeder valve could have been left open and simply closed using a wrench, or that the bleeder valves are closed by hand but could be tightened further by wrench, or that the bleeder valves would need replacement, or that the tank was 60yrs old and may need additional maintenance or replacement. The ** Propane Service Technician informed me at time of pressure/leak service that the bleeder valves would need replacement within the next 1-2years, but conversely the ** Propane Customer Support team member informed me after the leak/pressure service and after speaking with their technician that the bleeder valves would need replacement on the next Propane refill. At no time prior to my complaint with BBB was I told the age of the tank. I feel ** Propane could have easily sent their delivery driver back to confirm the valve was fully closed without requiring a leak/pressure check, but at no time was that offered, and instead I was left with the option of paying $129 for leak/pressure check to verify and ultimately close the valve that ** Propane left open.