Complaints

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• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Second time in past two months that I’ve run extremely low in propane. Last month I went 12 days without heat or hot water. Allstate has a yard here in Julian, 5 minutes from my home yet they could not schedule a fill time. They said they could do an emergency fill, which would cost me $150, none of that goes to propane cost. When they finally scheduled a driver, I asked for an ETA on driver and was told I would get a call that next morning with a better time estimate. It’ was so cold night before that I could not stay at my own house due to lack of heat or hot water. Driver called me as I was driving back home that morning, as he was already at my gate. I had no forewarning and he had to leave. This was a Saturday, I did not get propane till the following Friday late afternoon, day before Christmas Eve. This lack of a basic necessity ruined my Christmas as I did not shop and I missed every Christmas party and event. Not showering for a week++ does not put one in the mood.
  Last week I paid up for my propane early part of the week, got message that on Saturday January 21st I would have a delivery. When I asked for an ETA I was told between 10-2pm. I waited most the day but had to run Ramona before stores closed. I was sent a text Monday am/early that truck had run out of propane. They would reschedule. This is now Wednesday January 25, mid-afternoon…I’ve been told truck broke down/truck ran out of propane. My meter reads 0%, this is not acceptable as I have no heat or hot water once again. It is very cold in my home, I will have to keep my fireplace going, collect kindling and work extra hard to keep warm. Totally not acceptable, I DO NOT OWE a bill, I should be a#1 priority as it is not my fault for no delivery when I waited most the day for a fill. I have to be home as I have large dogs that are in the yard. I am very unhappy with Allstate Propane and I want to submit this formal complaint and need to have this be right. We expect snow and low temperatures this weekend and next week, if I am not filled they will postpone due to weather. These past two experiences leads me to formally complain. Thank you, BBB.

  Business Response

  Date: 02/13/2023

  To Whom it may concern, 

  
  

  Thank you for bringing this to our attention and giving us a chance to respond.  As we know, there are always two sides to the story.  We have had challenges before with Regina, so it is standard that we take copious amounts of notes when she calls in and orders propane.  Please see below regarding a breakdown of notes for her past two deliveries.  It should be noted that Regina is a will-call customer.  In the propane industry, a will-call customer is defined as a customer that will call the propane company when they want a delivery.  We advise our will-call customers to call us between 20%-35% to ensure we have plenty of time to deliver before they run out.  Additionally, when they call in for the delivery, we advise them it may take up to 5-7 business days to make a delivery (assuming there are no ADDITIONAL delays due to excessive rain, mud and/or snow.

  
  

  
  

  1st Delivery 

  
  

  December 12, 2022 - Regina called in stating she was at 15% 

  December 16, 2022 - We called the night before to let her know we were delivering on 12-17-22.

  December 17, 2022 - Regina was NOT home - please note this was four business days from the time she called in.
  

  December 18, 2022 - December 22, 2023 - During this time, she was harassing the office and it was snowing and unsafe to deliver. Regina was calling the office, yelling and hanging up on them. She was calling and texting me, upset, and said her "bush" hurt. I told her, we are trying our best.

  December 23, 2022 - The propane delivery was made, once the drivers deemed it was safe to do so.

  
  

  2nd Delivery

  
  

  January 17, 2023 - Called in at 15% being a will-call customer.  AGAIN, We need at least 5-7 business days 

  January 20, 2023 - Called her to let her know we would be out there on 1-21-2023

  January 21, 2023 - We pumped out of propane, and we were unable to deliver to her.

  January 21, 2023 - Regina started harassing us, again because she did not get her way. 

  January 25, 2023 - Regina said, "she was going to make noise and call the news if a delivery was not made". During this time, she was harassing the office and it was snowing and unsafe to deliver. Regina was calling the office, yelling and hanging up on them. She was calling and texting me, upset. I told her, we are trying our best.

  January 27, 2023 - The propane delivery was made, once the drivers deemed it was safe to do so.

  
  

  It should be noted that we have ALWAYS worked with Regina through ALL of her issues. Our payment terms are Net 15, however we have given her months to pay her bills. We have always tried to show her, we will be there and help her. Unfortunately, she calls in right before she runs out. It should also be noted that she was NEVER out of propane.  She always had plenty of propane to operate the appliances in her home.

  
  

  Thank you very much for your time on this matter. Please let me know if you need any other information.

  
  

  Thank you 

  **** *******

  Owner - All State Propane