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Complaint Details
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Initial Complaint
01/19/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I inquired about protocol for changing suppliers because I wasn’t happy with their pricing. When new supplier came to my home for evaluation I was told by the technician that the propane tank was leaking. I called quality propane and told them of the problem. A technician arrived later that evening and told me it was leaking in two places. I and my wife had dinner plans and told them to let themselves out of the yard when finished. Upon returning from dinner we found the tank had been locked and not reconnected. The next morning after not receiving any call from company to tell me why the tank was locked, I called them at 10am and service manager said they needed to get in the house to inspect the appliances for reconnection. I then discussed the technician saying nothing about entering the home for inspection the night before. Some days later I received a bill for service and parts for $142. I then called the service manager to discuss the bill and was told I had to bill you because we had to come back a second time to reconnect. I was not advised by anyone that your company needed to enter the home. Quality propane tank was installed by them and rented by me for approximately 4 or 5 years and was never inspected once by any technicians during this time. How long was the tank leaking and how much propane was lost for how long? Hopefully this is enough information for this matter to be resolved. I don’t believe I should have to pay for a service charge for a rental tank that was neglected and not told they needed access to my house on 1st service repairBusiness response
01/24/2022
***** after reviewing the work orders I have removed the service charge. The reason we locked the tank was because you left the property while the technician was still working and he detected a leak which was not believed to be outside. We locked the tank as a safety precaution. Additionally, our tanks are not inspected annually by a service technician. The drivers do a visual inspection each delivery and report any visual issues back to the office. We send a technician for service work like we did when you reported a gas leak. I apologize for the confusion regarding interior access and again have removed the service charge.
Customer response
02/04/2022
I understand that quality propane has waived the service charge they we’re charging my account on their equipment. If this is the case and my balance is zero I will consider this matter closed but only under those circumstances.
Sincerely, ******* *****
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.