ComplaintsforMFA Oil Propane

• Initial Complaint

  12/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This Gas Company will not answer their telephone for an order for gas. They also will not bring the gas in a timely manner. Letting several folks run out of gas in winter. They also will hang up the phone if you complain. They are really nasty if you call and complain. Like hanging up. This could become a serious issue in cold weather. As my wife and I are both unable to cut firewood for supplemental heat, We could freeze to death!!

  Business response

  01/10/2023

  We are sorry that Mr. ******** is upset with us; however, his complaints do not match the facts. We received a call from Mr. ******** on 12/21 for an order of propane. He informed our customer service representative that he had 29% remaining in his tank. His order was placed in our system with a standard delivery time frame of three to five days.
  
  When the customer asked our representative when the delivery would occur, she explained that we try to deliver as quickly as possible, but due to the heavy call volume and influx of orders, she was unable to provide an exact date at that time. Mr. ******** did not accept this answer and then began complaining about no one answering the phone. Our CSR tried to explain that we were answering as many calls as possible and returning calls to anyone who left a message, but Mr. ******** would not allow her to speak without interrupting. After waiting several minutes while the phones continued to ring, our CSR ended the call.
  
  Our plant manager received two voice messages from Mr. ******** regarding his complaints about our office not answering the phones. He called Mr. ******** back multiple times and left two messages before receiving a return call from Mr. ******** later that afternoon. The manager explained that call volumes were heavier than usual as people were trying to refill their tanks ahead of the incoming winter storm. The manager said his staff answered as many calls as possible given the circumstances. Mr. ******** did not accept this response and began talking about how people were running out of propane. When the manager asked for specific examples, Mr. ******** could not provide any. The longer the manager tried to reason with Mr. ********, the more agitated the customer grew.
  
  At the time of the call, the manager was making deliveries to help get propane to as many people as possible. After spending more than 15 minutes listening to Mr. ******** without the customer allowing him to talk while parked in another customer’s driveway, the manager informed Mr. ******** that he needed to resume making deliveries. The manager said it was unlikely Mr. ******** heard him because he continued to talk over him.
  
  Mr. ********’s propane delivery was made on 12/22/22, the day after his initial conversation with our CSR. While we understand that customers can become fearful about their propane supply during winter, we also want to point out that Mr. ********’s propane arrived well ahead of schedule. His propane supply was never close to running out.

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