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ComplaintsforUpper Canada Fuel and Burner
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Complaint Details
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Initial Complaint
19/10/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have advised Upper Canada Fuels that I am switching propane suppliers and have requested that the company remove the two propane tanks that I have been renting from them. I have never had a written contract for propane or tank rental with Upper Canada. All contractural arrangements have been verbal and were for a one year period from January 2019. Both tanks have a substantial amount of residual propane in them, estimated to be worth over $500 at the previous price per litre I paid for it. I have paid Upper Canada Fuels for all of the propane in the tanks. In conversation today with an Upper Canada agent, I was advised that the company would not reimburse me for the propane in the tanks even though I paid for it. * ** ***** **** **** *** ****** ******** *** *** ********* Also, Upper Canada did not previously advise that they would not reimburse me for the propane if I changed suppliers.Business response
19/10/2021
Please find ******** the signed rental agreement for the tanks that Mr ******** has on his property. You will see in the rental agreement that we require 30 days written notice of cancellation. The primary reason we have this notice is to first of all try to keep the customer by dealing with any concerns, but if that is not possible, we can let the customer know that we have no way of metering the propane from the tanks and giving a credit for it, so it is in their best interest to keep the tanks until they are close to empty and have their new supplier switch them out. We received verbal notice from Mr ******** yesterday, October 18, that he wanted his tanks picked up as they are already disconnected.
You will also see in the rental agreement that we charge a $250.00 pick up fee if the loan agreement is cancelled within 5 years. Mr ******** has only been a customer for 2 years and 9 months. As a gesture of goodwill, we have agreed to waive this $250.00 pick up fee in order to compensate for the propane that was left in the tank.
We hope this meets with Mr ********' satisfaction.
Sincerely,
***** ******
President
Customer response
25/10/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ********
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.