ComplaintsforBBQ Tank Express

• Initial Complaint

  10/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In brief : I paid in advance for a service and product which I did not receive. (total amount $124.30) The company refused to refund my ****. The company ******* that they would send a cheque but cheque has not been received. Details: I contacted BBQ Tank express and ordered propane cylinders to be delivered to my seasonal campsite. Advance payment was made on my **** and the charge ($124.30) was processed on July 17/ 23. Delivery was arranged for July 19 so I arranged to be at the campsite for that day. After waiting most of the day for delivery, I contacted the company to ensure delivery was on its way. The company reported that there was no plan for delivery to be made . As receptionist was unable to arrange refund, I requested this from the manager, who eventually said he would forward a cheque on the same day. (Rather than having the cheque mailed, I suggested I pick up the cheque at their office but this was refused). The manager sent me an email, saying that a picture of the cheque was attached. There was no attachment. When I brought this to their attention a picture of a cheque was emailed. Although the cheque was ********* mailed to me that very day, it has not been received. * ** **** ************* **** **** ******* *** ** **** ************

  Business response

  22/08/2023

  ********** placed on order with us on July 17th and an invoice was sent to her. She paid by inputting her credit card in to ********** to pay for the propane exchange. She was provided a delivery date. On the day or delivery our driver had truck issues and her delivery had to be rescheduled. Before we could reach out to ********** she called us *********** that she took a day off work to wait for us. Customers aren't required to take a day off for our deliveries, we will exchange the tanks whether they are there or not. ********** *** ********* *** ******** ******** ******* ** * *********** I apologized that we weren't able to make her delivery but it was out of our control and the options were to deliver the next day or provide a refund. Unfortunately she chose a refund. Since it had been a few days from the time she paid we cannot credit the money back on the ****. Since the money was deposited in our account we cannot credit it back; this is a **** policy. I offered to send her a cheque immediately. When she asked to drive 2 hours round trip, I said because of the dangerous goods (propane) on site, we do not allow customers on our property, but I would take a picture of the cheque and mail it right away. ******** ** *** ********* *** **** ******** ** *** ******* ** *** ******* Since she has a home and spends time at a trailer park she asked for the cheque to be sent to her home. 1 week ago we received the cheque back in the mail because ********** didn't provide us with her suite number. We called ********** back, got the suite number and have since mailed the cheque to her again. 

  Customer response

  23/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  
  ***** ***** ** ******* ***** ** *** ******** ****** ******** *  ** ** *** ** ******  ******* ** *** ************   ** ** *** *** * ******** ** ***** ******  the receptionist  I spoke to on the phone was quite sweet and I asked to speak to someone else as she was unable to resolve my issue .  ********** *** ***** *** *** ********* ***** *** ** **** ****** ******** ** ** *     I had suggested that I could pick up my cheque at the office as the address that the receptionist initially provided to me was only a half hour from where I was.  ***** *** **** ** *************** ** ** ********* *********** **** ****** * ****** ********* **  *** ** ****** **** ** ******* **********    I was assured that a cheque would be mailed that day but five weeks later I have yet to receive the refund for a pre-paid service  which was never  delivered.      I had dealt with this company in good faith and expect an honest approach and a prompt refund.
  Sincerely,
  
  ********** *********

  Business response

  07/09/2023

  The following facts cannot be refuted:

  Order cancelled on July 17/23. 

  Cheque written and sent July 19/23 * ****** ********** ** ******** ********** 

  Cheque was returned because she didn't provide an apartment number to the address.

  Called to get new address August 8/23 

  Cheque resent August 8/23 phone logs to prove phone communication about address. 

  Cheque cashed by ********** - August 30/23

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

  The customer has received their money back in their bank not because of this complaint but due to the fact that the service was cancelled. The customer should take responsibility for the fact that she didnt provide the proper address and that was the delay. 

  Customer response

  07/09/2023

  
  Complaint: ********
  
  Better Business Bureau:   Thank you for your attention to this matter.

  I have now received a refund and the cheque has been cleared.  There is no need for contined action *** * ***** **** ***** **** ** ** ******* ********* ***** ***** **** **** ********
  
  Sincerely,
  
  ********** *********

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