ComplaintsforP38 Energy

• Initial Complaint

  26/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I changed propane vendors in March 2023, I am owed a credit by P38 of approx $943, I have been waiting for my refund for several months. When I called ***** at P38, she called head office to confirm when I would be refunded the money P38 owes me, I was told they should pay me in next several weeks. I am very concerned that they pay me. Why would it take months to refund my over payment to them? I always payed them as soon as I received the invoice,

  Business response

  26/05/2023

  Unfortunately the message in April never came to head office , we received request on Tuesday 25th-2023 and check was made out and mailed today for total refund .

  Apologies 

  thank you 

  *** ********

  Customer response

  26/05/2023

  ****** ******** *******
  I have reviewed the response made by the business in reference to complaint ID 20107965, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ***** *******
  

• Initial Complaint

  14/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well we had some issues with financial stuff because we were behind paying but we had legit reasons. I was in the hospital with a C section, then 2 weeks later back in with a life threatening illness . So I told them what went on. We wanted to pay but we weren't able to pay. We paid 660 dollars last week to catch up we have the reciept and we owe an additional 800 dollars which was a shock to us we don't have that kind of money. We told them I will Make a substantial payment on the 20th. But they never came by every 2/3 weeks as was on contract, they left us cold. They never showed up when they were supposed to deliver. We were to get equal billing but wanted wasn't implemented. They had the nerve to charge us 150 bucks money that we have to chose between groceries and paying rent (mine), now forced to pay ridiculous fees for us canceling after no show of propane when we needed it the most. Also for breaching contract!

  Business response

  15/02/2023

  Good day , from creation of account we had diificulties getting paid for services provided . After numerous emails and efforts to collect nothing was happening . Sorry you had health issues but at same time maybe someone else should have been handling your affairs . We will waive the $150.00 charge for cancelling supply agreement today if that helps and hope to see balance paid within a week
  Thank you 
  ***
  

  
  

• Initial Complaint

  23/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello, I am urgently in need of some assistance as this matter surrounds my home heating company. In brief, they have imposed a new fee which is in complete opposition to an agreement I have signed with the company ensuring my costs remain stable throughout the heating season. Ultimately, they have informed me that if I do not pay these costs in full I will no longer receive propane deliveries. I have attached a more thorough summary to explain the situation. I understand the volume of requests to the *** may not allow for this request to be prioritized however I am concerned this company will cut my propane deliveries imminently due to my refusal to pay this recently added fee which completely contradicts the signed agreement. Please do not hesitate to contact me if any further information is required. Thank you, ***

  Business response

  25/11/2022

  Good day like I explained to the customer the delivery charge has nothing to do with the propane nor was it intentionnaly set after November 01st . We have offered the customer 3 choices at his decision

  option 1 ;he pays the invoice as is printed

  option 2 ;at his wish we can terminate fix price program

  option 3 at his choice if we wishes we can terminate supply agreement
  

  Customer reply was I will not pay the bill , leaving us with only 2 options for witch we have not received an answer .
  

  *** ********
  

  Customer response

  25/11/2022

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

   

  I have asked this company multiple times to explain exactly where in  the agreement we have signed together allows for such a charge. They have dodged this question every time. I'll ask again, where in the agreement does it allow for this price increase? 

   

  The options provided due not respect the the agreement we have in place. They have changed the agreement without my consent or the consent of any others with similar agreements in place and are holding customers hostage to their whimsical price increases with threat of ending propane deliveries. 

   

  The only satisfactory option here is for them to adhere to the agreement which we both signed. I am hopeful the company will do the right thing and adhere to this contract.
  
  Sincerely,
  
  *** ********

  Business response

  25/11/2022

  As I explained we have same policy with all of our customers , then the customer has the choice :

  we will pick up installation and reimburse propane in tank and tank rental pro-ratebly,
  

  or pay the invoice as is

  We will wait for customer decision before we do anything ,it is not our intent to remove as we are in heating season

  Thank you

  ***

  Customer response

  28/11/2022

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

   

  Thank you for again answering my question by failing to address it. As I have stated: 

  We have a contract ensuring my prices related to propane deliveries do not rise.

  P38 raised the price with the implementation of this fee.

  You have failed to identify how this delivery fee is acceptable based on the signed agreement.

  Relying on the the fact that you have charged all customers a fee that is not acceptable based on contracts in place is not relevant and does not justify your position. In fact it only highlights how greedy this move is. 

  The right thing to do is cancel this fee for individuals with contracts in place this year. I suspect based on these conversations you will account for the ability to apply a delivery fee in the contracts next year which would be fair and transparent for customers who agree to it.

   

  Ultimately I, nor anyone else with a contract, agreed to this fee. I have made it clear that I want to pay my bill asap. However you have not issued me an appropriate bill so I can not. 

   

  
  Sincerely,
  
  *** ********

• Initial Complaint

  03/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company has placed a $10.95 per delivery charge on all propane deliveries to "recover extraordinary inflationary vehicle costs"....this extra charge can occur monthly for some customers and does not truly reflect increase in logistics costs as the company delivers to multiple houses per day. It appears that they are taking advantage of the inflation environment, especially when there is little competition in the area for customers to pursue. This company is taking advantage of inflation and over charging it's customers. I assume they can do whatever they want but it seems very shady. Would like *** help to ask company for methodology/quantitative rationale as to how they calculated this extra charge. Thanks, *****

  Business response

  04/11/2022

  Good day , unfortunately the increase is ONLY caused by the Diesel cost that has almost doubled in last 2 years . We elected to go that route and be transparent about it and not raise price of propane who has been stable in last  9 months . Other companies , there are 15 of them in your area , decided to raise price of propane .

  As we believe propane is great energy ( BTU wise ) and priced right , at less consumer can compare . We are aware that it also forces to review and better at scheduling deliveries and make sure customer does not run out of propane with frequency .

  Thank you for taking the time to voice your concern and than you for your understanding .

  ***

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