Complaints

This profile includes complaints for Rutland Bottle Gas, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Rutland Bottle Gas, Inc.

  282 Main St Rutland, OH 45775-7504

  
• 

  Rutland Bottle Gas, Inc.

  PO Box 250 Rutland, OH 45775-0250

  
• 

  Rutland Bottle Gas, Inc.

  177 N Plains Rd The Plains, OH 45780-1023

  

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:04/03/2025

  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.

  We had Rutland's for a propane gas servicer for many years at our church, **********************, ******************************************. They did us wrong many times, elevated price, filled the wrong tank and cost us a lot of money in furnace service repair costs for the one going empty. There are several things, but this incident just happened on Saturday March 29, 2025. We switched providers over 3 months ago, they never came for their empty tank until Saturday. Then they took the tank we switched to and moved it and took the blocks under it and the regulator from the tank. They said these items were theirs. They never told us they were coming and never told us they were taking these things and leaving us without heat. We had several churches in from all around the area and we had no heat for our services. The company we switched to told us that the regulator on the church itself was probably paid for by the church and they never told us it was rented from them. They took them without letting us know just to be ***** since we changed from them to another company. I am not sure what can be done to them or what compensation they should have to give us.

  Business Response

  Date: 04/07/2025

  Subject: Response to Complaint from **********************
  To whom it may concern,
  We are writing in response to the complaint filed by ********************** regarding our propane gas services.We deeply regret the inconvenience and distress caused by the recent incident and would like to address the concerns raised.
  

  Firstly, we apologize for any dissatisfaction experienced by ********************** during our service tenure. We understand that fluctuating prices and incorrect tank fillings have led to unneeded costs in furnace service repairs. We are committed to improving our service quality and ensuring such issues do not recur.
  

  Regarding the incident on Saturday, March 29, 2025, we acknowledge that our team collected the empty tank and removed our blocks, and regulator. We understand that this action left the church without heat during a crucial time, and we sincerely apologize for the disruption caused to your services.
  

  We would like to clarify that the items taken were indeed part of our equipment, but we recognize that proper communication should have been made prior to their removal. We are currently reviewing our procedures to ensure better coordination and transparency in the future.
  

  When a customer changes companies, the new ********************** must change out all the equipment which would include blocks and both regulators. If they choose to use the other companys equipment, then they must supply the former company with comparable replacement equipment. This is a safety concern. If they would have installed something in the system incorrectly and a disaster happened then it would have been our equipment involved and we possible would have been named in a suit.
  
  To resolve this matter, we propose the following action:
  

  Improved Communication Protocols: We will implement new protocols to ensure clear communication with our clients regarding equipment and service changes.
  We value the feedback provided by ********************** and are committed to making necessary improvements. We hope to restore your trust in our services and prevent similar issues in the future.
  

  Please feel free to contact me directly to discuss this matter further if needed.

  Sincerely,
  ***** ******
  General Manager
  ***************************************************************

• Initial Complaint

  Date:01/20/2025

  Type:Delivery 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.

  Placed a gas order on 1-13-2025 with Rutland bottle gas with my tank sitting at 30% per their rules for delivery. This is my main source of heat!!!!!!! Prepaid my order as required on my account. Called in on 1-15-2025 to check status of delivery and was told 7-14 business days. I asked if my tank ran out before delivery what am I to do. I was informed I'd have to pay out more money for test on the tank before they deliver my prepaid order. Still no confirmation on delivery. Landlord called in on 1-17-2025, he was told I wasn't on this list for this day but possibly over the weekend. Weekend has come and gone no gas but my tank percentage is dwindling down with freezing temps in place for weather. I called in today 1-20-2025 and still no confirmation just excuses of 500 has orders they have. Please help me get what I already paid for as it should be priority over payment plan accounts!!

  Business Response

  Date: 01/21/2025

  We are extremely sorry for the extended delay on our deliveries. We are very good at what we do and love our customers. We have been overwhelmed with orders and the weather has not helped. We have been running 7 days a week no for 3 weeks straight try to get to everyone. We will get all deliveries caught up as soon as we can. 

  This is so frustrating for us to not be able to get to our customers in a timely manor. This is what keeps us up at nights.

  Customer Answer

  Date: 01/21/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22834054
  
  I am rejecting this response because:  the account is paid in full and prepaid as required at time of order. Each phone call made on Jan 15, *****th, and 21st have been non stop excuses. It went from 500 orders behind yesterday to 600 orders behind today the 21st. ******** ******** and ******** have all had different excuses. ********** response was 7-14 days. The 22nd is day 8 from place of order. ******* and ******* state as soon as we can. Tank is sitting at 20% and honestly the company is purposely trying to run me out to charge me more for testing. I want what I paid for. I'm sure none of these ladies would like my fiance as a truck driver to be late with their products they pay for to be never received or delivered. If Rutland cannot fulfill their contracted orders then why not team up with BFS or Ridenourvour for assistance to ensure customers don't freeze!!!!
  
  Regards,
  
  ***** *****

  Business Response

  Date: 01/22/2025

  We do a fantastic job delivering propane to our customers and will continue to do just that. We however cannot change the weather and what it has done to slow our deliveries way down. We are in this business because we love providing a service to our customers. It shows in how much we have grown in the last few years.  We will get to all of our customers that are dire as soon as we can. 

  We are running trucks 7 days a week to try to catch up. And catch up we will!

• Initial Complaint

  Date:10/11/2024

  Type:Order 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.

  They came and removed my 77 year old mother's tanks without notice. They are stating that she did not sign a contract but she has it as well as the canceled check that cashed. They have sent the bill in the former house owners name and claim she should have opened their mail and called them. She sent the mail.back unopened like she is legally supposed to do. They are refusing to talk to her or even.look at the documents.

  Business Response

  Date: 10/21/2024

  To whom it may concern,

  I need more information on this in order to find the customer in our system and to respond properly. 

   

  I'm sorry I didn't see this earlier.

   

  *****

• Initial Complaint

  Date:08/23/2024

  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.

  Tank rental for propane went from $65.00 to $150.00 per year. This is excessive for senior citizens in *************. I work for a senior citizens organization and at $65.00 a year we have clients come in who can't afford to put propane in their tanks. This unbelievable raise to $150.00 a year rental is going to be devastating to our community. I'd appreciate any help understanding why this huge raise happened, and get any resolve for the community.

  Business Response

  Date: 08/26/2024

  To whom it may concern.

  Unfortunately because of the rising cost of tanks and the cost to repair them we have had to raise the rent. We are most certainly are not wanting to devastate ***** or any senior cetizen. Quite the opposite. We want to continue to offer the service that ***** and others have come to expect from our company. To do this we must make some changes. I understand the frustration. I see it almost every day with cost of goods and services going up on a daily basis, 

  I looked at her account and It looks like she was close enough for us to waive the $150.00 charge for this year. I will reach out to our office to make that change.

   

  *****

• Initial Complaint

  Date:07/29/2024

  Type:Billing 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.

  7/5/24 I received an invoice from Rutland Bottle Gas (RBG) . I knew the propane acct had a lrg credit.I was told the previous credit $450. was used up on tank rental &balance due was tank rental. I was told on 5/12/22 when I called to check on the acct thecredit would be there for however long. We RECVD NO STATEMENTS NO COMMUNICATION there had been charges against the acct. Had we known the 1st yr we could have addressed the problem downsized the tank etc If a company charges against an account, there should be a statement issued. That happens with all credit card, bank, business companies.I was simply told that since there was a credit balance, the computer didnt generate a statement. THAT IS a problem.NO ONE should be charged without being made aware&receiving a statement.my father passed 11/21. He prepaid propane 9/21 which gave him the $450. Credit.. 5/12/22 I called ********** to check on credit, make sure they were notified he was deceased. RBG informed me that the price per gall. had expired but the credit would be appliedto whatever the price per gallon is at the time. They said THE CREDIT WOULD BE GOOD FOR HOWEVER LONG. I TOOK THEM AT THEIR WORD. There was NO MENTION of minimum gallons tank rentals, contracts. After receivg invoice I called RBG 2x speaking w 2 diff employees who both told me their system did not generate invoice if there was a credit. I then talked to CSR supv who agreed to take off the last yr tank rental of $180 which leaves a current credit on the Acct of ************ of $450.Then I left 2 separate phone messages to the person in chargeButch & never got a reply. Were very disappointed at this loss without knowledge. RBGsaid it would be there for however long&I believed them. I feel like the only remedy at this point is for RBG to restore &pay us the amount of $450.to close out the account, have RBG promptly remove their equipment so we can obtain a new supplier and pay us for the unused *** of propane remaining in the tank. AS WELL AS adjust their computer system to
  generate statements for all customers so others do not go through this aggravating
  scenario. I regret even feeling the need to do this, but its the principal.
  I HAVE PREPARED THIS COMPLAINT WITH THE INTENTION OF FORWARDING IT
  ALSO TO THE BETTER BUSINESS BUREAU

  Business Response

  Date: 08/05/2024

  We are sorry that **** is up set over the tank rent. We always try to be very clear on tank rent and how pre paid propane works. Our pre paid propane is only good for 1 season. We have always done it that way. After March 31st of the heating season the pre pay ends. The money will stay in the account and be used until it runs out. The price per gallon changes but dollar amount stays in until it is used up with rent or additional propane. 

  Sometimes in conversations we don't always get it right. Our deepest apologies to ****. We certainly value her as a customer.

  Customer Answer

  Date: 08/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22061564
  
  I am rejecting this response because: see my original complaint.. they did not address it in their reply, I believe they totally missed or ignored my point.  I filed my complaint due to never being notified or having knowledge of tank rental, AS THE COMPANY NEVER ISSUED ANY STATEMENT OR CORRESPONDENCE-NOTIFICATIONS THAT THE CREDIT-ACCOUNT WAS BEING CHARGED SO I WOULD BE AWARE OF IT.  I believe if a co. charges against an account ANY customer should receive a statement-notice to be made aware. Again, when I called them to notify them of my fathers passing and check on the credit I knew was there, we discussed how prepaid works and they told me the credit would be there FOR HOWEVER LONG. NO mention of tank rental. Had I been made aware, the 1st year we could have made the appropriate adjustments or downsized the tank. They simply said when I called to inquire about the invoice I received, their computer didnt generate an invoice if there was a credit. ALL their customers deserve to know whats being charged AND timely.  Instead I get a bill & when I called to find out why, ** told the $450 credit is gone. This is a small community and it would have been very easy for them to contact us in some manner.  My positions stands. Restore the $450 credit and start issuing statements to all customers when/if an account is charged. 

  
  Regards,
  
  *****************

  Business Response

  Date: 08/13/2024

  I'm sorry **** is still upset. Unfortunately our system does not send out a statement when there is a credit in the account. It is also unfortunate that we have to charge a tank rent to customers that don't use the minimum amount for the size of tank that they have. For a 500 gallon tank it is 400 gallons per year from June to June. It has been years since they ordered propane. There's still a credit in the account of ******** We can refund this and refund any propane that is left in the tank. We have always had a tank rent for low usage customers and we have always told the customer that the prepaid price is only good for the year that it is purchased. 

  We are verry sorry to hear about ****'s passing.

  Customer Answer

  Date: 08/18/2024

  I tried to response/resend think it was Friday. But dont think document went thru.. I also left a message for you to call me, ***************** ************.  The document I sent was just the original written complaint I sent to Rutland Bottle Gas (RBG) after I got no satisfaction from office ladies and the head ***** never returned my call. It was just to long in characters to submit to BBB, so I had to shorten & abbreviate. As to RBGs last reply I still dont feel my issue was addressed at all. I feel we and all customers should receive a notice when their account is charged. They just say their system doesnt generate an invoice if their is a credit.. Im asking that be fixed. All customers deserve to know what has been charged and timely. Had I gotten a notice this would not have happened, we could have downsized the tank. Its not like it was sitting there unused.(where they said we hadnt ordered in years) the tank was filled at installation and heat has been kept in the house all along. Obviously the tank was too big as it was still @40%which is more than their requirement to order more. 
  my position still stands, I REQUEST A REFUND OF $450, and request they generate in some manner statements to all customers when a charge is made against a credit account.  THANK YOU. 

  Business Response

  Date: 08/22/2024

  Unfortunately we do not have the ability to change that our system does not send out statements to customers that have credit in their accounts. We cannot give **** a refund because she has not used LP and the credit was used to pay for tank rent. We sent notices out last year about rent. She probably didn't get it because it was in her dad's name.

   

  *****

  Customer Answer

  Date: 08/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22061564
  
  I am rejecting this response because, its simply not right, and now youre (RBG) is backing out on their word TWICE. My orig complaint explained my dads passing, I called to notify your office & Rutland Bottle Gas RBG verified the credit would remain on the account in their words for however long with no mention of tank rental.. We have used gas & maintained heat in the house and it still wasnt low enough to order. Had we known we could have downsized the tank. RBG just told us as a reply to this BBB complaint 8/13/24**there is still a credit in the acct of $170.24. We can refund this and any propane that is left in the tank.  NOW going back on their word again saying they cannot give refund, cause its gone, right after saying they could refund the $170.24 that was there.  And I do not believe any notices were missed anywhere as all my dads mail was forwarded. It makes me sad as well as aggravated that this happened and we lost $450 without even having any knowledge it was happening.
  A $450 loss is a lot now days. 
  I never thought this would happen from a local business.  
  I will accept RBG refunding the $170.24 to us which they said they would. 

  
  
  Regards,
  
  *****************

  Business Response

  Date: 08/26/2024

  I'm sorry that **** thinks we are going back on our word. We try very hard to be upfront and honest about what we do here. **** stated at the end of her response that she will accept us refunding the $170.24. I will send this to accounts payable and get this sent out. 

  Thanks

  *****

  Business Response

  Date: 08/26/2024

  Our AP has told me that we need the paper work that states **** is the executer of the estate. If she doesn't have that then we would have to refund it back to her dad's estate.

  ****,

  Please reach out to ******* at our ************* so she can help us with this. ************

  Customer Answer

  Date: 08/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22061564
  
  I am rejecting this response because: 

  I will consider it resolved once I receive their refund, per the last message/request from the business Rutland Bottle Gas (RBG), which stated they could refund me if I was the executor, I have contacted ******* at their office and provided her with the appropriate document showing I was the executor of my dads estate & she acknowledged receipt of it.  I told her I could even personally pick up the refund check to expedite the closure of this matter.  Thank you 

  
  Regards,
  
  *****************

  Business Response

  Date: 09/09/2024

  I'm a bit confused as to why **** has rejected this. We are refunding her.

  Customer Answer

  Date: 09/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. The refund check was received and cashed today 9/10/24, and I called Rutland Bottle Gas Office today and scheduled the removal of their tank for 9/24/24.  Thank you for your assistance in this matter. 
  
  Regards,
  
  *****************

• Initial Complaint

  Date:07/25/2024

  Type:Order 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.

  Price gouging.....yearly LPG tank rental went from $60 to $150 without explanation. That's an unwarranted 250% increase for no reason, and I had a contract for $60 a year. The bill just showed up. No one in management will talk to me other than generic emails about apologies and 'skyrocketing prices.' I call BS on that. I could understand a minor 10% increase, but this is theft!You probably have some lower income folks in ************* who really can't afford this c*** Also reported to the Ohio **************************

  Business Response

  Date: 07/29/2024

  Were are very sorry to see that *** has a complaint with us to The BBB. We regret that we had to raise the tank rent. However with the rising cost to replace and repair tanks, we just didn't have a choice. We have been in business since 1947 and want to be here for years and years to come. We want to continue to provide excellent service to our customer. In order to do this we have had to make some changes. I see that *** was claiming we did this without notice. We sent out notices a year ago explaing the upcoming changes. We did this through email and through the USPS.  

  I sincerely apologize for any inconvience this has caused. I can assure *** that we are not price gouging. 

  Thanks 

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

• Initial Complaint

  Date:07/08/2023

  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.

  Received a email in June saying they were increasing tank fees . June to June you must buy x amount of propane. End of June I get a **** for not buying enough propane. How can they charge for tank rent in the past (pre **** change) ?? I can provide the previous contract.

  Business Response

  Date: 07/12/2023

  I apologize for the inconvenience this has caused ****.  We have always had tank rent for the customers that don't meet the required amount of propane for the size of tank they have.  We unfortunately have had to raise this because of the rising cost of tanks. The "contract" that **** is talking about is our master customer agreement. It speaks about the list of terms and agreements that we have between our customers and the company. It does not bind us to them or them to us.   It just spells out the agreement that we have.  We have changed this several times over the years. Our customers have the ability to change to a smaller tank if needed. We aren't wanting to upset our customers however, we must make these kind of changes so that we can continue to provide the service our customers deserve well into the future. Rutland Bottle Gas has been around since 1947 and we want to be around for many many more years. 

• Initial Complaint

  Date:07/05/2023

  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.

  Purchased tank of gas in November. They have a two tank minimum a year purchase. I called in June to order tank 2 to avoid a fee. When I called she said there was a $40 fee. I told her that I ordered gas in November so I had until November. She said no, it’s June through June. No one had ever mentioned it was June through June. I said I’d find another provider and would call when the tanks were empty . I paid over $80 a tank so I wanted to get what I paid for. 4 or 5 days later (July 5) I came home from taking my kids swimming and I went to make dinner and my stove wouldn’t work. I went to check and the company came and took the tanks with no notice or my knowledge of it taking place. They took something I already paid them for. They should be required to give notice to their customers of rate changes or if they come on your property without your knowledge and take something.

  Business Response

  Date: 07/13/2023

  To whom it may concern,

  We are sorry and apologize for the confusion.  We have a rent on cylinders and tanks if you don't use the required amount.  For cylinders, a customer must use 2 cylinders per calendar year (June to June) to have that waived.  Unfortunately ******* did not use this required amout. We removed the amout due when we picked the tanks up.  She does not owe the rent. Again we are truly sorry for the confusion.  

• Initial Complaint

  Date:03/21/2023

  Type:Billing 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.

  I bought this house 5 years ago from ******* ******. There were 2 Rutland Tanks installed. I've called for years and had the tanks refilled. I've never received a bill. When I paid for refill last year, I was told contract isn't in my name, and mailed back contract with my name. I paid to have a tank filled last year. I had paid for the other tank to be filled prior years. The other tank was at least half full. Mid-January 2023, the tanks (1 full; 1 half-full) disappeared from my GATED and FENCED yard. I called 3/20 and spoke with *****, who informed me that bills had been sent for "tank rental." She also told me the account was still in the name of ******* ****** (deceased) and that there was a note indicating that mail was being returned. The address on file was correct. I RECEIVED NO BILL, NOR NOTICE, NOR REQUEST TO ENTER FENCED PROPERTY. The propane in those tanks was stolen -- I paid for them. I requested they return the tanks with the propane in them, and I would happily pay the $10 rental fee. ***** stated the driver (who no longer works for the company) "made no note about any propane being in the tanks." She "checked with management," and offered an unsatisfactory solution: they would require me to pay $200+ reinstallation fee, plus the 1/2 tank of propane, but they'd refund me for 1 tank of propane (if I chose to have it reinstalled). No. I did not request it be uninstalled, nor did I authorize anyone to come onto my property, nor did I ever receive ANY NOTIFICATION. I am owed a refund on the 1.5 tanks of propane Rutland Gas stole from my house. I should not have to pay a fee to get the gas I owned back. And your employee acknowledged THE BILLS WERE BEING RETURNED and that the contract is in the wrong name. Yet you accepted money from me to fill the tanks, and I filled out a contract form and mailed it back to you last year. This is unacceptable. I will pursue getting the $ back if this isn't remedied. I am an easy person to work with.

  Business Response

  Date: 03/22/2023

  It's unfortunate that at times we have to pick up our equipment when we are unable to get a response from a customer.  We have a tank rent on tanks that are being underutilized. So when the rent isn't paid and we can't get a response from the customer then we are forced to pick up our equipment.  I'm sorry that this has happened.  We are more that willing to refund the amount that was in the cylinders. 

  Customer Answer

  Date: 03/22/2023

  I received no communication from you about owing any money. Your own notes per your employee state that mail was being returned. I imagine that is because you continued to send mail to a former owner who is deceased, despite my twice having attempted to change the contract to my name. I have paid to have the tanks filled several times in the years since I have owned the house. I have never received a bill. You say you are willing to refund me the amount in the tank. If you are willing to give this money to me as a credit back on the credit card I used, that is acceptable. But what you’re actually saying is that if I agree to pay over $200 to have the tanks you removed (without notice from a fenced and gated area — trespassing) REINSTALLE only then will you return one tank worth of gas. I am not paying your company another penny as you’ve stolen 1.5 tanks of propane from my home, so I should not have to pay anything to get those back. The tanks are your property, yes, but you filled them with propane that I paid for. I want a refund to my card for the amount of propane that was in the tank, or I want you to return the tanks, minus the $10 rental fee. You had a contract with a deceased person and likely that’s why your mail was returned to you  I have tried for 2 years to get the name changed on the account and you have told me it’s changed but when I called after the tanks were stolen, you said they’re in the name of the old owner. Either way, you have record of my paying to have the tanks filled. Perhaps you ought not have filled them if you had them in someone else’s name? You took my money, and then stole the propane — I am due a refund to my card or returning the tanks at your expense  

  
  
  
  Regards,
  
  
  
  Emily Marcus

  Business Response

  Date: 03/23/2023

  We will refund the amount of 1 1/2 tanks.  I will check with our CSR's to see if we still have the credit card on file.  I apologize for the situation. 

  Customer Answer

  Date: 03/28/2023

  I accept the business's response to resolve this complaint.