ComplaintsforSams LP Gas

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sam's Gas installed a 500 propane gas on my property. They fill this tank with propane. This gas powers my pool heat pump and the house generator. The generator company sends a tech to maintain the generator. They also check the gas tank. In August 2022, they found the gas tank to be leaking. I called Sam's Gas - they asked if I smelled gas - I said no. They sent a tech out -- a few days later -- only because I insisted. This tech said the tank had no leak. Then in December 2022, the generator guy came out again to maintain the generator and again checked the gas tank and again called to tell me the gas tank was leaking. This time I asked for proof - so he sent me a picture. I called Sam's Gas and sent them the picture. This time they scheduled the tech 3 weeks out. On December 30, the tech came out - and said the tank was not leaking. I said did you look at the picture? The office never looked or shared the picture. After looking at the picture -- he agreed there was a leak. They left. A week later -- the heat pump would not heat the spa and the generator would not crank on. I called Sam's Gas -- I had to wait another 3 weeks for them to come back out. I have the tech on security cameras --- he must have turned on the gas at the gas tank -- because the generator after clearing the error code started right up. This generator runs a weekly check which had failed during the weeks the gas tank was turned off and had an error code. The tech suggested that this was the reason but the issue here is that neither of the equipment the gas turns on worked --- and I can see him on the security camera - the lid on the gas tank is on and then it's off -- so he must have clearly turned the gas back on because I certainly didn't do it. Now, they are charging me $222.56 for what they say is a service call -- for something they didn't do right in the first place. The tech that "fixed" the leak left the gas tank off! Period. And I never touch those equipments; I don't know how.

  Business response

  02/24/2023

  After reviewing all work orders pertaining to a leak detection, I can agree with this customer that we did not find one on 8/17/22. Our technician's notes are as follows: "Performed propane safety check and tested all valves at the tank for leaks, there are no leaks on the system.  I test fired the generator to see if there was anything out of the ordinary going on with it or the first and second stage Regulators, both Regulators were fine and the generator fired and shut down properly." We did not charge even so much as a travel charge for this service call that is over one hour from our Orlando location. 
  

  We received a call from the customer with concern of the gauge on her tank reading 55% and the tank monitor on her system reading 77% on 12/15/22. Notes to the technician were as follows: "CUSTOMER IS SAYING THE GAUGE IS READING 55% AND MONITOR APP IS SAYING 77%. PLEASE MAKE SURE THERE IS NO LEAK. CUSTOMER DOSEN'T SMELL ANY GAS. NO CHARGE."

  This did not sound like an emergency, being that we had tested the system four months prior and found no leaks. Sometimes the tank monitors are faulty and need to be replaced. Being that December is our busiest time of the year, we had to schedule a routine service call two weeks out which was 12/30/22.

  On 12/30/22  our technician did find a very small leak. His notes are as follows: "Conducted a pressure test for 20 minutes. Pressure held. Performed soap test. Found small small bubbles around the pressure tap on the service valve.  Tightened the tap. Performed soap test.  Soap test passed.  Asked  the customer about the usage of the spa heater customer stated that the spa heater is turned on for a few hrs before using the pool once in a while. Explained to the costumer that when not using the pool spa she can cut off the gas from the cutoff. She did not want to do so because if someone wanted to use the pool they will not know how to turn it back on. Replaced the tank monitoring for a new one. The one costumer had was the older model."

  On 1/18/23, customer called for a service call "Customer claims that she can't get Generator to start. Please call when on the way". This time there had to be a charge for Travel and Labor. $208.00+ Tax is our standard service call fee just to knock on someone's door. Our technician determined the following: "Complete. Tank opened when arrived. Asked customer to test fire generator and there was an error code that needed to be cleared. Customer called tech support and they instructed her to follow some steps and it cleared. Tested fire and worked fine. Customer under the impression Sams Gas had messed up. Not the case. Please send monitor app to customer. Customer requested fill. Customer also claiming there was a previous leak on system, that if any credit applies for fill? Tank at 40%. Please charge"

  The Time Stamp on the pictures in the Work Order verify that the technician clocked in at 10:46am and left at 11:37am. This does not include the 1 hr 24 min drive. There was no gas issue. The error code was on the generator. Because we had a history of this customer's credit card declining, we had to charge the payment while it was still on file and valid. Customer was aware of charges at the time of scheduling the service call. 

• Initial Complaint

  12/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ************* overcharged my credit card for over $3300. They determined and repaired a leak in the main valve of the tank. I lease this tank from them. All of this gas just floated in the air from May to October. As a comparison, my total gas purchases from ***'s last year from January to October totaled $629.I contacted **** about the problem in October. They sent a technician out the same day. He documented the valve leak and topped off the tank. I was told they would follow up. I emailed them and called them and still didn't hear anything back. From July to December of this year I haven't even been home. I've been out of town caring for an ailing relative. I offered to pay an amount based on last year's usage using this year's rate - which has gone from $4/gallon to $7/gallon. Since I haven't been home I'm sure this would be an equitable solution. Last Friday, December 16th, I talked to the assistant manager, *******. She said she would research the issue and get back to me. A week later and still nothing. Today they charged my credit card another $465. They have taken over $3700 from me and refuse to even discuss a resolution. Very disappointing since you are 'stuck' with your initial ******* I would have to pay to take their tank out of the ground if I wanted to use a different company. So Gas leak from ****' own tank costing me $3700 and they have done nothing to resolve the issue over the last 3 months.

  Business response

  12/23/2022

  Contact Name and Title: ******************* /Office Manage
  Contact Phone: ************
  Contact Email: ********************************
  ******************** account is set up on a automatic fill and also has a tank monitor so that Sams Gas can monitor the levels, the delivery driver(s) do a visual inspection of the tank when making deliveries, nothing out of the ordinary was reported, the monitor will alter us with an email if 5% or more is used within a 1 hour period. According to the monitor reads the most gallons used in a 24 hour period was 5 gallons, majority of the usage was 1 to 2 gallons in the same time period, the monitor reports are sporadic going from 0 to 4 gallons daily which can be credited to one or more of the gas appliances being used, we show the account has a spa heater and the readings are consistent with a spa usage which would not alert us and the customer did not report anything until Oct 13, 2022, on same day service technician did replace the leak handle and we filled **** gallons at no charge. I've attached a report of the monitor readings from March 22, 2021 to present date.
  We've credited the account for ***** gallons with a credit of $2,206.63, we got those figures from averaging the 6 years prior to this year and we subtracted that average from this years usage.
  See Attachment/File: 20472477_2021-03-22_2022-12-23_TRACY ******. Monitor redaings.pdf

  Customer response

  01/10/2023

  I'm not sure what ***'s Gas is implying by mentioning my spa heater, but I haven't used it in over a year.
  
  I live here by myself and I was gone from July to January caring for my Mother.
  
  They found a leak on the tank I lease from Them. They were filling my tank sometimes twice a month and their Monitoring system didn't kick out an exception??
  
  I asked them to calculate the refund by using the last 3 years, not 6. My daughter was 16 six years ago and we always had kids over using the hot tub.
  
  I also asked that I be issued a cash refund or credit to my Amex. It's unthinkable that they charged me $3,700 and expect me to take a credit to my account. That's good for their cash flow, but not mine.
  
  The last 3 times I tried to call, no one answered. I've never experienced that in the 20 years I've been a customer.
  
  So, no this case isn't resolved. I left a message on the office VM and emailed the 2 people I have been in contact with.

  Business response

  01/23/2023

  Our service manager *********************

  we have not been able to come to an agreement with the customers complaint.
  We've made the repairs, credited gas and sent a refund of what we determined was a fair compensation, Sams Gas is giving the ownership of the tank to ***************** so that she may find another gas company for her propane needs. 

  Customer response

  01/23/2023

  Ive been a customer for 20 years. My last name is *************

  Why would I want to own a 20 year old, in-ground propane tank that has already had a leak. Seems to me **** is trying to dump a rotting tank on me. BTW, Ive been paying them over $7/Gallon. I have recently learned that $4.50-$5.50 is the going rate. Plus I had to call **** out several years ago because they were charging me so much more than average. Rate creeping up for your best customers. Thats one way to make money  

  The amount of the refund is based on 6 years usage. Why do you think its ok that **** arbitrarily determines what I should be the refunded? This is how much weve determined you are owed straight from *****. You averaged my usage over 6 years, there were more people in the house then. I was fine with an average of the last 3 years as thats how long Ive lived by myself. Thats a fair comparison. 
  

  ****, you should do the right thing and recalculate my refund from your leaking tank using 3 years not 6. I plan to downsize over the next year. Charge me a reasonable rate for the remainder of our relationship. Thats fair. 
  

  ***********************

   

  Complaint: 18803470
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Brought sister's house and took over her propane gas supplier. I was informed that a $45 rental charge would occur every 6 months. I paid this and later found out most gas companies do not charge this. When I had gas delivered I was charged a additional charge of $ 46 that was added by the owner of the company. I was never informed about this extra charge and believe this should be refunded. I can not change companies at this time since I have a full tank that will last a year and I will lose this gas. I will continue to pay this rental fee until the tank is empty and then drop them. Feel I was overcharged and should be refunded

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/05/24) */ Contact Name and Title: Willa H*** Office Manager Contact Phone: 407-855-1903 Contact Email: whill@samsgascom Yes, Sams Gas charges tank rental for the use of equipment. The other $46 charge customer maybe referring to is a hazmat fee which was $44.97 for 2.1.22 delivery, the fee is to cover a combination of Regulatory compliance issues concerning the transportation of Hazardous Materials, both State and Federal, It also covers added insurance Cost, and cost for the delivery of Propane to locations. Consumer Response /* (3000, 7, 2022/05/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) problem was that they never told us about the extra charge until we got our delevery and our bill. We should of received a written notification or they should of informed us about this charge when we called to get a delivery. Business Response /* (4000, 9, 2022/06/01) */ The hazmat fee for the Feb 2, 2022 delivery has been credited to the account and a $44.97 refund check will be issued in the next few days. Consumer Response /* (2000, 11, 2022/06/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Since I was never notified of this extra charge I felt it should of been waived. I am glad they now agree and am satisfied being credited a $44.95 credit. Thank you.

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