ComplaintsforCore Industrial Gases

• Initial Complaint

  20/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** ******* (I was told is the part owner of store in Smiths Falls) wants his 4 rental tanks back by their due dates of January 2023 and doesn't want to do business with me anymore just because I asked a few questions on my account. This company seems not to have a good accounting system and every time, I came into his store to fill a tank, they wanted money from me for overdue tanks. So, I did some investigations into my account in the spring of this year and I discovered I double paid on one invoice of my rental tank. After dealing their accounting staff at their head office in Ajax, they asked me to go to their store in Smiths Falls where I rented my tanks in the spring of this year. When I went to their store, **** ******* spent over hour trying to figure out my account on how many tanks I was renting and their due dates and amounts from their bad accounting system. The conclusion of this visit was we agreed that I was renting 3 tanks and I doubled paid on one of my invoices which he refunded. On my request , I asked him to have my three of my rental tanks due on the same date of January 2023 which he told me he did on their system but he refused to give me anything in writing. He told me on that visit that my three tanks were all paid up to January 2023. Then later in the year, I received their statement of November 3, 2022 in the mail which had a dollar amount due of -55.93 which was due over 90 days. I asked their accounting department in Ajax about this invoice and they told me that was a credit balance. Since, I was told by **** on the visit at his store (stated above) that all three of my tanks were paid up to January 2023, I asked why did I have a credit on my account. They didn't answer that question and passed me onto **** probably because he told me that fact. I asked him in an email to tell me how many tanks I was renting and their due dates and prices so I had something in writing. On November 14, 2022, he told me, I was renting 4 cylinders for $90 totalling $360.00 plus hst. Since I was only renting three tanks, I asked him to provide me with descriptions of the cylinders he thought I had but he didn't. He requested me to have his salesman come over to my place to do an audit of their tanks which I refused. Then, he stated that the tanks were in a unsafe location at my place and being transferred unsafely without any proof. Then, he told me that he didn't want to do business with me anymore. I asked him to provide me with copies of my contracts but he wanted me to come to the store again but I refused since he didn't put anything in writing the last time I tried that method. Now, he wants 4 tanks from me which I only have 3 by January 2023. Those tanks are full of gas and that company is the only gas company in my small town of Smiths Falls. I will have to go to Ottawa to rent tanks which is an hour away. So, it would be very inconvenient for me to deal with another gas company. It is really unfair for **** to terminate business with me for asking questions and him not answering them. They have a really bad accounting system so I want something in writing on the descriptions of the tanks they think I am renting and their prices and due dates so we don't have problems in the future. I don't think that is much to ask. ***** is my common-in-law wife who handles my paperwork. She represents me in my emails to Co. I am sending you the emails between **** and ***** and their accounting staff at Core's head office. Also, the invoice which has a credit balance of 55.93 which is 90 days overdue.

  Business response

  02/02/2023

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

  
  
  

  ***** 

  
  

     The credit on **** 's account is for an annual lease. (annual rental of our Assets they still have)
  

  
  

      As per our company policy  

  
  

  We do not give credits in the form of a check and or Cash for any Rental or leases.  We only offer in store credit to be used for other products.

  
  

  As per our Company Policy 

  
  

  Compressed Gas cyinders

  
  

  Core is a Business to Business company servicing medium to large Credit clientele

  All **** *** ***** business through the store is for Customer Owned cylinders only 

  (no different than ****** ****, **** etc) 

  We do not offer lease size cylinders to NON-Business Customers. 

  
  

  here is our Policy as it pertains to Credits

  
  

  
  

  Credit policy on annual Leases not paid is as follows.  

  
  

  Once an annual lease is billed for any cylinder the credit process is prorated by the number of days the bill is delinquent.  

  So if we billed out cylinder leases on Jan 1 2023 for the year 

  and the cylinders are returned on the 31th of January we will only credit the remaining 11 months the month of January is still owed.  

  So a $120.00 per year lease would be $120/12(months) = $10.00 owed for that month and will always be rounded UP to the nearest month.

  what is left after the pro rate is owed to Core. 

  
  

  Credit policy for goods 
  

  If there is a defective product or manufacturing defect 

  Product will be returned to the manufacturer for warranty replacement.

  
  

  Credit policy for Customer/Core error order

  Only unopened, undamaged, unused products will be returned for credit.  

  Product must be in the original package and may require a Restocking Fee of 30% if Customer Error.

  No restocking fee if Core Employee error. 

  
  

  Thank you again for your time today 

  
  

  ****

  
  

  Customer response

  02/02/2023

  
  Complaint: 18611209
  
  I am rejecting this response because: I still have not received my copies of lease agreements for the two cylinders shown in their system they have me renting for ARG85/CO215T - Coreshield Steel 85AC T which I only have one.  I have sent several emails to **** and one to Core's sales staff but I still have no copies yet.  ****'s response has nothing to do with my compliant.  **** seems to just be demanding a rental payment for a cylinder I am not renting.  
  
  Sincerely,
  
  **** ******

  Business response

  03/02/2023

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

   

  
  

  As we have discussed with the client that the rental terms are on the back of the invoice they received. 

  when they paid for their purchase at the counter. 

  
  

  No gas company has a Lease agreement they have individuals sign. as they don't adhere to any agreement anyway. (not our return our property clause) 

  We have large customers sign product service agreements attached below. Which is a business Contract not an individual contract.  

  That is why our Policy is to not deal with individuals. 

  
  

  I have attached one for you. 

  When the annual rental bill goes out and they pay the bill they are effectively accepting our terms and conditions to our lease which is prepaid for the year. 

  Which they just paid. 

  
  

  See the QR code for more details 

  
  

  We have clearly told them if they do not wish to do business to return our Property. But Soyna has a bee in her bonnet over the fact she thinks we are to conform to her wishes and expectations. 

  Unfortunately this wastes my staff's time and quite a lot of money for a few hundred dollars of business where she Harrasses my staff and I.

  
  

  
  

  
  

  ****

  
  

  
  

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