ComplaintsforKona Ace Hardware

• Initial Complaint

  12/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a propane tank from Ace Hardware in ****, was told it's a 1 gallon, tank was empty on the shelf, they put 1 gallon in, refill later put 1 gallon in, on December 30,2022, refill they claim they put in 2.5 gallon, tried to explain can't was charged for 2 gallon. Cost of $15,00+ tried to explain it to manager was just nasty, didn't care to hear anything.

  Business response

  01/11/2023

  Aloha BBB Resolution Specialist,
  
  On 12/30/22, customer *************************** came into ACE ********************** ****** **** to refill his propane tank.  The Sales Associate assisted with the fill and handed the propane ticket (2.5 gallons) to ****************** to pay with the cashier.  Upon checkout ****************** advised the cashier and sales associate that the tank could only fill 1 gallon so the cashier called the manager for assistance.  When the manager came to assist the situation, the ****************** again insisted that his tank only fills 1 gallon.  The manager explained to the customer and informed him that his tank can fill up to 2.5 gallons which is what the associate filled.  The manager also went to the store's propane tank and took the current metered reading.  Since the customer was the 2nd customer to fill propane for the day, the manager took the current metered reading and subtracted the first customer's purchase of 4 gallons and 2.5 gallons (written on customer's ticket) which equaled the start of the day's metered reading.  While the Manager was talking to both the cashier and sales associate regarding the situation, ****************** continued to interrupt and answer the questions so he was politely informed that the questions were for the associates.  In lieu of ********************** misunderstanding and a gesture of goodwill to remedy the situation, the manager informed the cashier to only charge ****************** 2 gallons.  ****************** had also called ACE Hardware corporate which in turn called the store.  The manager explained the same as above.
  
  Please also see attached for reference:
  
  ********************** original purchase for his propane tank, sku *****
  
  Point of Sale for 12/30/22's propane purchases where it's stated above that ****************** was the 2nd customer to fill propane for that day.
  
  The store's propane tank has a meter and is tracked for accuracy and accountability, please see attached log with notes for the month of December.
  
  Picture of cashier's "helpful guide" binder which clearly states that ********************** tank (sku *****) fills 2.5 gallons of propane.  The zero at the end is a typo
  
  Additional pictures of Manager performing due diligence for ********************** situation.
  
  Should there be any further questions, feel free to contact me at the above email address or at ************.
  
  Mahalo,
  
  *************************
  Store Manager, ****** **** #*****
  

  
  

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