ComplaintsforGailes Gas & Electric Company, Inc.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We ordered 150 gallons of propane which was delivered and the driver placed a new gauge on the tank. One month later the tank was empty.. I called to order more and the driver delivered 200 gallons of propane. He left and I noticed a hissing sound, called the company which sent the driver back. He leak tested the gauge that was put on during the previous fill and it was leaking. He fixed it and left. I called Gailes back and requested a refund for the amount of gas that was lost during the month due to the gauge not being leak tested when first installed. They said they would look into it. I called today and a very rude employee actually accused me of trying to rip them off and wouldn't even let me finish one sentence. I have never been talked to like this before. I have been a good customer for ten years and would appreciate at the very least to be able to speak with someone who knows how to have an adult conversation. If analysis does in fact show that amount is normal to lose then it would be fine, if they had leak tested when doing work on the tank in the first place this would not be an issue. I was willing to talk to someone, but not to have someone accuse and insult me.

  Business response

  06/24/2022

  We are deeply upset to learn that any of our employees may have acted or spoken in a manner that was offensive.  Courtesy and professionalism toward our customers is a prerequisite for all of our employees, and I offer my sincere apologies to ******************** for any offense taken in regard to this recent conversation.  Please be assured that we will correct this problem.  I have investigated the facts surrounding the purpose of her call, and have what I believe to be an accurate understanding of the situation.  Upon making the delivery in April of ***** gallons, the driver noticed that the dial on the tank gauge had become cloudy, and difficult to read.  He proceeded to replace the dial portion of the gauge, which does not involve any of the pressure seals on that mechanism.  Removal of the entire gauge would require a complete evacuation of the tank and replacement of the related seals.  After replacing the dial, the driver detected no leaks.  When the delivery driver returned in May to deliver ***** gallons, he conducted a standard delivery.  After ******************** contacted our office with concerns about a leak, the driver returned a few hours later and found the leak that she had reported.  According to standard procedure, the driver tightened the gauge bolts which stopped the leak.  Because rubber seals can be affected under certain circumstances by temperature and pressure changes, we suspect that the pressure increase from filling the tank may have been enough to cause the leak, although such an occurrence is considered rare.  In order to determine how much gas was lost, we analyzed the usage data from this same time period in the previous year.  Apparently, ******************** used less gas this past year than she had during the previous year., and there was no detectable difference for the specific time frame.  As a result, we concluded that the amount of gas she lost was below the threshold of detectable significance.  Again, we apologize for the inconvenience and frustration that has resulted in ************************ complaint.   

  Customer response

  06/27/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. I appreciate the explanation.
  
  
  

  Regards,

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

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