ComplaintsforThermotane Propane LLC

• Initial Complaint

  01/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ordered propane Jan 10th but they after waiting almost a week I called and said delivery would be on Tuesday Jan 17. They sent a driver not familiar with area and got lost using his GPS which if not updated always tells you to turn down wrong road which he did. He called me but would not accept directions and He did not know where sr 33 (a main heavy traveled hwy): Asked if he was on fl 33 and he said I think so, then he said he was on a dirt road and I knew he was on a private road behind me. I tried to give directions but he would not listen and said he was turning around. I was extremely low on gas and I find out he just left the area without finding my home. I called and they refused to send him back and next time in area was in two weeks. I had to call around to find gas but still will be 6 days away. I will probably run out by then.

  Business response

  02/03/2023

  Customer has a private tank and can call any propane company customer wishes to. When customer called **********************, he informed our router his tank was very low and would run out of propane very soon and wanted a delivery asap but would not pay any extra off route/priority or emergency fees. We added him to the list of the next time we were in his area which we told customer would be approx **** business days. When we attempted delivery our driver was unable to locate his address, when our driver called the customer he was spoken to in a way we do not tolerate. When the driver spoke to management and relayed the verbal conversation between our driver of 6 years and this customer, management decided it would be best if the customer found a different ******************** provider.

  Customer response

  02/03/2023

   
  Complaint: 18830671
  
  I am rejecting this response because:
  Response is a total lie! Driver made no attempt to find sr ****************************************************** gps. Driver would not take direction and admitted he did I not know what road he was on. I attempted to contact him several times but he would not communicate with me. I called the office several time to find out what was going on and second time they told me he left area. They told me it would be two weeks before next delivery which is unacceptable. You can be sure I will not use their service again, such a poor company and service. I will spread the word to stay away from them for sure!
  Sincerely,
  
  *****************

  Business response

  02/06/2023

  I am not sure why BBB needs us to respond, we recommended this customer use another company, customer just stated he will be using another company. We recommend the customer not use profanity and insults in the future to hard working Americans.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We signed with Thermotane Propane LLC to install a 520-gallon tank to connect to a stand-by generator which we were having installed at our place of residence. Downpayment for half the amount - $3098.69 - was made on 4/30/2021. Upon completion of both the generator and the propane hook-up to it (on 12/03/2021), we found out by ourselves (NOT from Thermotane) that the propane work FAILED INSPECTION by the Fire Marshall. In addition, Thermotane charged the balance for the work to our credit card WITHOUT OUR PRIOR AUTHORIZATION. We have made repeated calls to Thermotane to rectify the situation but could get no further than the salesman, who felt the failed inspection was of no great concern. We discovered on our own that the matter was brought to the attention of the STATE Fire Marshall, who backs the decision of the County. Thermotane HAS NOT WORKED ON A RESOLUTION so that their work can pass final inspection by the Fire Marshall.

  Business response

  04/07/2022

  Business Response /* (1000, 5, 2022/01/31) */ The Customer is aware that the county attorney is waiting on a response from the the state. We talked to the customer last week and it is out of our hands at this time. As soon as we get an outcome from the County Attorney we will complete the Permit process, the owner will also call Ms ********* tomorrow. I have also attached email correspondence and the *********s are well aware of this going on. Consumer Response /* (3000, 7, 2022/01/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to the salesperson (Justin G*****, our only contact person) on a Friday about 2 weeks ago, at which time he told me he still hadn't been able to get in touch with the owner of the company, and to give him 'a couple more days.' When I still didn't hear back from him, I phoned him again. He still hadn't spoken to the owner. He said to let him try again, and he'd call back. It was FINALLY that last call-back from him when he asked me to give this matter until the second Tuesday of February; apparently there is a council meeting at that time. Mr. G***** told me Thermotane's owner stated that depending on what happens at that meeting, they will decide what the next move will be. Therefore, this issue is still pending. Yes, I was made aware of this meeting, but only after repeated calls to Thermotane. I would also add that I called the generator company, Accurate Power and Technology, who originally recommended Thermotane to us. They called Thermotane several times as well, but got no definitive information from them either with regard to this issue. Business Response /* (4000, 12, 2022/02/15) */ The Owner talked to Ms ********* and she is aware that we are working diligently to resolve the issue, she also said she would call BBB Consumer Response /* (4200, 14, 2022/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although communication has improved between the owner, Mr. R********, and myself, the failed inspection issue remains: the County Fire Marshall (and apparently the State) are holding firm that the placement of the propane tank is not compliant with existing statutes. Mr. R******** and Thermotane Propane LLC must have a viable plan for making things right should the decision to fail inspection does not change. It is my hope to keep communications open with Thermotane, but I desire to keep this complaint open until this issue is properly resolved for everyone. Business Response /* (4000, 24, 2022/03/08) */ This is very sad, we are at the mercy of the Fire Marshall, the Commissioners, County Atty all know about this case. Ms ********* knows that this is out of our hands, yet the complaint is closed. What do you want us to do?

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩