Complaints

• Initial Complaint

  12/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Charged 3.99 per gallon of propane when my invoicing, evidence and documentation will prove that they overcharged. The actual rate was locked in back in 2021 at a 25 to 40 % discount per their own staff at Bahrs They assured me over the phone that the discounted rate would apply to future purchases of propane given they were/are/will be able to manage pricing fluctuations for legacy customers. I would not have switched from the other company at the time otherwise, simply stated.I asked for the owner to callback or a management team member. Upon callback the lady informed me 3.80 would be doable. I agreed. I asked for a copy of the invoice via email, which I did not receive today via emailing; though I am the one who signed up for the service and initiated the switch in service given the offer at the time.Summary: 3.99 per gallon of propane for 65 gallons filled up to 80% or so, plus a hazmat fee of *****, totaling ********* request is simply to honor the ***** percent discount as a legacy customer when deemed reasonable to ***** ******************************************* and Gas compeny.Evidence and documentation available to send in once I receive a callback from the owner or management team. Upselling, negligence, price gauging, and false advertising via phone is not cool, simply ********* like a resolution as an adjustment to the billing cycle, resulting in a final charge in the amount of ****** to ****** or somewhere around that figure. kindly report this company to the relevant group that management price gauging of its customers around ******************* from **********,** and all around where ***** Bahrs team operates around these parts, simply stated.If the above is rational / doable within the allotted timeframe to resolve such matter vis the BBB, either way let me know when convenient for you. **** was the driver who dropped off the gas earlier in the afternoon on December 4e 2024

  

  Business response

  12/06/2024

  Thank You for reaching out. The attached invoice from Mr. *** from 12/8/21 clearly shows that only a Pressure Test was done at the initial Switch from ********. In parentheses it also states Call for gas pricing. Our Company does not lock in lifetime rates nor do we categorize customers as Legacy Customers (not sure what that even is)! Mr. *** stated at the time of switching gas companies that ******** was charging $4.10gal. Our market price is $3.99 per gallon but as a courtesy **** **** did agree to make an adjustment to $3.80 for this 1 time fill. **** **** did speak to a Mrs. *** yesterday 12/5/24 and advised of these changes and the phone call ended with delight and all parties on the same page. ****** has attached a copy of the current invoice with the $3.80 per gal adjustment. Also Mr. *** does have a Customer owned tank and is welcome to shop and chose whatever gas company of preference. 

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  was only ac check up everything worked ac and heat.after tech left nothing worked heater burnt up and melted and ac does not blow anymore.

  

  Business response

  11/16/2023

  The customer never contacted our office with a complaint or concern or gave us an opportunity to find resolution. He went right to social media. We did make an attempt to follow-up on his concerns but upon arrival to the home the Gentlemen refused to come outside and sent the wife out to speak with us. She advised that another company had already been out regarding the issue. ************** did advise at the initial call that the heat strip had a burnt wire and the heat strip was *****. Customer advised that he didn't want to spend the money so we provided a quote to repair the things that we found were a concern. 

  Customer response

  11/16/2023

   
  Complaint: 20766204
  
  I am rejecting this response because: this is a lie the tech stated when he was done with tune up the heater coil would need replacing in the future not on the day he left. he said call when it was no longer working and they would be happy to replace it for me for a cost of course. I called office left a message nothing was resolved so I had to call another company I have a disabled person here needed her ac and heat. I was sleeping when the tech arrived unexpected no call to let me know they were coming out not I sent my girlfriend out plus she is an adult and can answer questions she owns the home also that has no bearing on this complaint. they just need to pay for what I had to pay to find another contractor plus the service fee. the ac and heat worked perfect before they sent this tech out.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/31/23 - Account # - ****** - $104.57 outstanding I am getting billed for a service that I never received, nor did I ask for it. The owner from years ago utilized their service for a gas fireplace (2019). In 2021, an angry **** employee came to my door & said that I'm here to remove the gas tank. I did not know what he was referencing, so we walked around the home & could not find it. Finally, after some time, we found it behind some manicured shrubbery (large area) that the previous owner had planted. He said that he would have to come back with tools to rip out the shrubs, which I stated wasn't happening. He literally pointed at me, tapped my chest hard & said I'm taking it today or I'll just come back to take it later. I said that I was calling the police, if he didn't leave my property immediately. I actually didn't even know at the time who his employer was, or I would have called & complained.2-3 months later, a younger man (early 20's) stopped by to try & resolve the issue. I took him back to the tank. He told me that he was going to leave it because they don't use those old tanks anymore & that it would do too much damage to the shrubs. He was very professional & tried to sell me on using them in the future, if I put in a tankless water heater or gas grill. 18 months went by and suddenly, I started receiving an invoice for tank rental services. I called in & spoke to office personnel, they said they would correct it. The bill came again, so I called & left a VM the next month, but no response. I also left an online inquiry/message letting them know my situation. Got invoiced again, so I reached out to you.I bought the house as is & I don't want shrub damage. Any contract between ****** & the previous owner is between them. I have no contract, nor do I want to use their service. Working with the elderly in my occupation, I can't help but think about how others could be getting taken advantage of by this type of business practice. Pictures included.

  

  Business response

  08/04/2023

  I do apologize for the way our first service technician handled the situation. This is not acceptable and i will make sure the owner is notified. I have personally removed all charges from your account and the balance reflects as zero. We have already sent out  statements this month so i am not sure if you will receive one or not. You can disregard if you do receive one. I would like to speak to you personally regarding this matter. I will be addressing this first thing Monday morning. My name is *** and i am the office manager. If calling the office please ask for me or you can dial my extension #***. Again this type of treatment is unacceptable and we do not operate in this manner. 

*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. ↩