ComplaintsforPosey County Co-op

• Initial Complaint

  06/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They expect me to pay a rental fee for my tank and pay for maintenance and upkeep on their tank. Every time I would call the story changed. I switched propane companies and they refused to give me my refund with my credit I had with them until I had to get disrespectful and threaten a lawsuit. They are refusing to pay me for the 44% propane that was left in the tank because it wasn't mine. I bought it when I bought this house. I called for a leak check. They claim there wasnt one, but there was. Multiple other people have had this issue with them. They are stealing my money. I was nice to begin with, but it didn't end that way. They were rude from the beginning and was bery snippy and would hang up on me. The driver was extremely rude to my mom, while shes watching my 14 month and 2 month old daughters, when he came to pick the tank up while I was at work. I looked at reviews online about. Them and they are all the same. Everything was done over talking on the phone.

  Business response

  06/21/2023

  On Tuesday, June 13, 2023, our customer service team received a call from complainant demanding that we pick up our propane tank immediately as they had identified another propane supplier that did not charge monthly tank rental fees.  Our customer service representative accessed the complainant's file and attached propane equipment lease agreement and indicated to complainant that this was not a monthly tank but rather an annual tank rental fee.  After review of complainant's account the customer service representative further indicated to complainant that a total of two $50.00 tank rental payments had been made on the account.  One payment was made in May 2023 which was applied as payment in full for the annual tank rental and an additional payment made in June 2023 was listed as a credit on complainant's account.  

  Some brief discussion followed and complainant further indicated that our tank should be removed from their premises immediately.  The customer service representative then made contact with a service technician to facilitate a same day tank pickup.  Within two hours of receiving the phone call from complainant, our service technician arrived on-site and began the tank removal process.  While on-site, the service technician noted he was approached by an unidentified female subject asking why we were there.  The service technician explained that he had received a call from our office requesting a same day tank pickup at the address in question.  At this point the service technician indicated the individual walked back towards the home.  

  On the afternoon of June 13, 2023, our office received an additional call from an individual identifying himself as complainant's husband.  From the beginning of the conversation the complainant's husband was using very derogatory language and asked to speak with the customer service representative's manager at which time he was transferred to the Propane Operations Manager.  The Propane Operations Manager indicated that complainant's husband was very upset and continually indicated that he had contacted a lawyer to file suit.  At this point, the Propane Operations Manager requested that the gentleman quit yelling and asked if they could communicate reasonably.  Immediately following that comment, the Propane Operations Manager indicated the phone clicked and the conversation had been ended by complainant's husband.  

  Upon further review of complainant's account, complainant had purchased the home on or around April 2023.  On April 14, 2023, complainant completed the necessary account paperwork and signed a lease agreement (attached).  After receiving all required paperwork an account was established in complainants name and an invoice issued for the annual tank rental fee which was paid in full in May 2023.  Complainant nor any of complainant's relatives have ever purchased propane under the account currently in complainants name. 

  Complainant called multiple times on June 14, 2023, requesting a refund.  After final review of the complainant's account on June 14, 2023, the Propane Operations Manager sent internal communication requesting that a refund be issued for the full amount of the tank rental fees paid by complainant.  Accounting issued a refund for the full amount of tank rental fees paid on account which was communicated to complainant via a phone conversation could take 7-10 business days to receive via mail.  

  Due to privacy laws and concerns surrounding privacy, SynEnergy Partners' policy prohibits refunds for purchases made on accounts not currently in the name of the requestor unless requestor specifically can provide a legal document indicating power of attorney, estate document, or similar documentation.  Again, after review of the complainant's account no purchases had ever been made for propane or related services.  Our customer service team and Propane Operations Manager attempted to explain our policy to complainant and complainant's husband, however, the complainant and complainant's husband would end the call.  

  In closing, a refund check was issued on June 19, 2023, for the full amount of tank rental fees paid by complainant and should be received by complainant promptly.  SynEnergy Partners and/or its affiliates strive to provide a high level of customer service and support.  Our goal is to be transparent with our customers and address any and all concerns that may arise.  Unfortunately, it appears that a lack of understanding by complainant as to the frequency of the tank rental fees escalated into an untenable situation.  

  Please feel free to contact should you have any additional questions or require additional clarification.  

  Thank you.  

*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. ↩