Complaints

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• Initial Complaint

  Date:03/03/2025

  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.

  i called today for a fill up after discovering the tank was empty. when i called he woman looked up the acct. she was sl nasty on the phone stating that i make it a habit of calling when it is low. most of the time i csll when the tank is about 20 -30%. she stated that she would tell the driver. i called about 10am . by 5pm there has not been any propane delivered. this is the first time the tank has been empty. the temperature is still the middle of winter. i had to bring my niece down to my house for the night. i do not think this is very acceptable way to do business. i had a problem in *** also. i caslled when the tank was at 20%. usually they say that they need paid upon delivery. i would tell them to come across the road to the *********** and i would give them a check. we have been doing it this way for sev eral yrs without a problem.this time the driver went to the trailer and my niece was not here. when i called back itold the woman that i would not be home the next 2 days. they came anyway. she said the check should have been under the hood. i would not leave a signed check under the hood. after the tank was down to 9% i gave them my credit card. this was on a monday and they still did not come until fri. it was quit cold in dec. i wrote a letter to the company and got a letter back that was signed by ****. no last name nor any title as to his position in the company they do not list any managers or ceos on their website

  Business Response

  Date: 03/31/2025

  WE ARE SORRY TO HEAR THERE WAS TROUBLE WITH JENNIFERS DELIVERY. TO GIVE YOU AN UNDERSTANDING HOW ROUTING DELIVERIES GOES. THE DELIVERY ROUTES ARE MADE THE ***** BEFORE AND DISPATCHED TO THE DRIVERS. SO THEY CAN START VERY EARLY THE NEXT MORNING. SO WHEN  SOMEONE CALLS AT 00%, WE TRY VERY HARD TO GET THAT DELIVERY ON A ROUTE THAT SAME DAY IF POSSIBLE. KEEP IN MIND THE ROUTES HAVE BEEN ESTABLISHED THE ***** BEFORE.  THE ROUTE THAT MAY HAVE BEEN IN YOUR AREA THAT DAY WOULD HAVE BEEN COMPLETED BY BETWEEN *****AM. THEREFORE UNABLE TO ADD JENNIFERS DELIVERY TO HIS ROUTE THAT DAY. SO WE WERE ABLE TO PUT IT ON A LOAD FOR THE NEXT MORNING. KEEP IN MIND IT IS CRITICAL TO ORDER @ NO LESS THAN 30% AS PER TANK AGREEMENT THIS GIVES US AMPLE TIME TO GET  ******** HER DELIVERY IN A TIMELY MANNER. OUR OFFICE AND DRIVERS WORK VERY HARD TO TRY TO GET CUSTOMERS THERE DELIVERIES ASAP. AT ANY ONE TIME THERE ARE HUNDREDS OF OUTSTANDING ORDERS PER DAY. SO YOU CAN SEE THE DIFFICULTIES TO GET TO ******** WITHIN A FEW HOURS OF CALLING IN FOR PROPANE. HOPEFULLY IN THE FUTURE WE CAN PROVIDE ******** TIMELY SERVICE BUT WE REALLY NEED A FAIR CHANCE TO MAKE THAT HAPPEN BY ORDERING NO LESS THAN 30%.