ComplaintsforMcRobert Fuels Ltd.

• Initial Complaint

  08/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received my renewal for our rental of the propane tank used to heat the home. Last year I paid $130 + tax and the 5 years before I paid $120+ tax. This year they are charging $250+tax for the rental. This is an outrageous increase.

  Business response

  22/06/2023

  The customer states they received a tank rental invoice for their home when it is in fact their cottage.  The average purchase by this customer, since they have been with us, is approximately 300 litres per year.  It is clearly stated on the front page of the customer signed tank rental agreement that the rental charge is reviewed on a yearly basis and is based on volume.  The rental charge is in place to offset the cost of insurance, maintenance and the replacement costs of the tank.  All of these costs have had major increases recently.  This agreement needs to be equitable for both the customer and us, the company providing the service, and we believe that an extra $10 per month is reasonable.

  Customer response

  23/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: it is completely unreasonable to go from paying $10.83 a month to $20.83 a month. That is double in one year and completely unreasonable. I fill the tank up once a year so the level of service has not increased. I also don't understand what it being a cottage versus a home has anything to do with it.
  
  Sincerely,
  
  *** *********

  Business response

  11/07/2023

  Our manager spoke to this customer on the telephone shortly after their response and explained our reasoning again.  The customer agreed to pay for the invoice but did say they would re-evaluate their options over the course of the year and may make a change in the future.  We found this to be acceptable and consider this matter closed.

• Initial Complaint

  14/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved into a new home in September and shopped around to compare propane prices. Decided to go with Superior propane as they were offering a group rate that was about 25c /L lower. I called McRoberts in September out of courtesy to notify them of this and to see how propane company switches are usually done. They said no problem, were very polite, said they were sorry I was switching and advised that I call them when the tanks were approaching empty and they would pick up for a fee of $150, which I thought was very fair. On January 13th, in the dead of winter, I came home from my hospital shift to a truck and a technician who was disconnecting my propane tanks, which were still 40 % full. I asked if they were there to check the levels and he said 'nope, we are taking our tanks away'. I explained they are still 40% full and the plan was to remove them when they were close to empty so I could arrange the new tanks being installed. He said he had his instructions and drove 3 hours to do this. I phoned McRobert's office in Strathroy to see what was up. The agent there said they were "repossessing" the tanks and said they had left me 2 voice mails in the past 4 months that I did not reply to. I explained that I did not receive these messages but apologized and took full responsibility for the missed voicemails. I offered to pay for today's service visit and whatever retroactive rental fee they required (which I was unaware of). I said that usually if you don't get a hold of someone after 2 voicemail messages a couple months ago, you would try something like a mailed letter, note on the door, or even a phone call the week of the planned disconnect; but apparently McRoberts does not do that. The agent, who was speaking to the 'Boss' in the background, said nope, its been decided, we are taking the tanks, which they did. Tanks were taken 40% full , in below zero January temp with no alternatives .

  Business response

  14/02/2022

  Business Response /* (4000, 8, 2022/02/01) */ The tanks were last filled by the previous home owners on May 9, 2021. The house was then sold with a closing date of September 29, 2021 and no fill for close was ordered. The new owner left a message to get information on pricing from us on September 16, 2021. On September 17, 2021 we returned the call and told the new owner the yearly rental fees and the paperwork we would need to set up an account, along with the price per litre based on the previous owners usage. We asked for an email address to forward the paperwork to, for which the new owner refused, stating he would like our salesman to call to further discuss pricing. Our salesman called on September 20, 2021 to discuss pricing and unfortunately we were not willing to match the pricing that he stated he was quoted from a competitor and the new owner mentioned he was going to switch suppliers. Our salesman informed the new owner that we still need to set up an account because he will be responsible for the equipment rental and pickup fees while the tanks were on his property. We were still unable to get an email address from the new owner to get this paperwork to him promptly. We then called multiple times leaving messages for the new owner, the last call being in October 2021, stating to please respond or we were going to need to pick up our equipment since we had no agreement with him for our equipment that he was using. The tanks were then scheduled to be picked up the next time our service technician was in the area, which was approximately two and a half months later, which gave the owner ample time to get switched to his new supplier. The new owner was only interested in paying the service and pickup fees once McRobert Fuels was onsite to remove the equipment.

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