ComplaintsforPro Gas, LLC

• Initial Complaint

  01/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To the BBB, Hello. I am writing to complain about a company who refuses service after charging our accounts. “Pro Gas LLC”, of LOMA, Colorado, has refused my family service. We ordered a propane filling on Monday, January 10th 2022. We live in the country above **** and ***** Colorado. They charged us $495, fair in my eyes, and were informed we were running low and almost out. We spent two days snow blowing and shoveling our drive, making it as clear as we possibly could. On Friday, January 14th 2022, at 11:30ish, their driver arrived. We had informed them, and they already know, they would probably have to chain up their truck. Their driver pulled 5ft into our drive, refused to install chains, backed out without even stepping out of his truck, and left. My faience, a disabled female veteran, our daughter, our 2yr old grandson and myself live here. We are now completely out of propane, and this company Pro Gas LLC, is refusing to provide any service, for which they OWN the tank at our rental house, and also refusing to refund the money. My family is NOW at risk of our pipes freezing, not being able to cook, gas stove, and not having heat to keep our grandson warm during the WINTER!!!! We called them right away and they don’t care and said their drivers call is all that matters. We are now freezing as the night time temps are below 20 degrees and are now running small electric heaters just to protect our children and grandson. This is a major problem for us. I wish for them to be contacted and our money refunded as I would rather use it to pay the electric bill I am about to run thru the roof trying to protect my family. ******* **** **** ********

  Business response

  02/22/2022

  Re: Complaint ID ********
  

  Company’s Statement of Events:
  

  The customer called in for a delivery 1/11/2022. Her account has been on a “Will Call” Status, which
  means that the customer is responsible for keeping track of their propane tank and calling when they
  need a delivery. Our company policy is 7-10 business days for scheduling, as posted on our website and
  in our company service agreement, which the customer signed in December of 2020. Upon learning
  that their tank was down to 5%, we pushed the delivery out as quickly as possible, and attempted to
  deliver on 1/14/2022. While delivering that day the driver had chains on most of the day, and he did
  have chains on when he got to the ******** driveway. Upon arrival he determined that he could not
  safely deliver the propane without risk to both the truck and possibly himself. At this point he directly
  called the office and informed us that he was unable to deliver without the driveway being plowed
  deeper to the gravel and wider as the bobtails are rather large. We called the customer and she was
  instantly angry, and informed the office that they would not plow any further and would switch to
  electric appliances and wanted a refund of their money. Our office staff tried to inform her that we
  would be happy to make the delivery as long as conditions were upgraded to the point at which the
  driver felt it was safe as safety is our very first priority. The customer again stated that she was
  switching to electric, wanted a refund and wanted us to come pick up our tank.
  

  At this point there was nothing we as the company could do as the customer refused to make the
  driveway passable. There is a clause in the previously signed service agreement in which the customer
  agrees to keep all driveways and access to the tank in a passable condition. We cut a refund check to
  them, and the customer has since cashed the check and has also disputed the original credit card
  charge. The customer also doesn’t mention that they went 9 months between deliveries, and there was
  plenty of time prior to the winter weather to get their tank filled without having to worry about getting
  the driveway plowed and passable in the winter weather if this was something they were going to
  refuse to do.

  This company has been in business for 12 years and we pride ourselves on strong customer service and
  our ability to quickly and efficiently deliver to people and help provide them with heat. We resent
  complaints like this which tarnish our good name over circumstances out of our control and situations in
  which we can only handle to the best of our ability. This customer is upset with us for weather
  conditions that made the driveway impassable to the vehicles we use and wouldn’t do anything in an
  attempt to rectify their situation.

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