ComplaintsforPep Up

• Initial Complaint

  02/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ran out of propane and called the company I work with who I purchased tank from to fill at 2pm on Fri. I explained I was out of fuel and no heat. They took my payment along with an extra fee since I had run out. Lady said she would put the call out for service. I received no call back and when I had returned from out of state travel in the evening I realized still no delivery so figured it would come in the morning. It did not so I called the office. Spoke toba different Lady who told me I'm on the schedule for a Monday delivery leaving me without heat in freezing temperatures all weekend. I told hercit was completely unacceptable that her company would leave me without heat with no notification of such after taking my payment. I could have called someone else on Friday if they had informed me. Sherry then stated no other company is allowed to fill their tank! So they basically are holding me hostage without heat. My only option was to pay an extra fee to get an emergency delivery now. I'm in middle of a divorce and already can't pay all my bills..they just charged me $1226 and left me in a freezing house..now want another $150 in order for us including my elderly mother to freeze if I don't pay then the fee. She refused to have a manager call me saying unavailable until Monday. I asked why their rep would not inform me or call me back about any of this? She had no answer. As we argued over getting management go contact me she stated all calls are taped. I said good so you will know none of this was communicated go ahead and pull the conversation. She refused said she had no access. So I allowed another charge as my welfare is apparently monopolized by this company and if nobody else can deliver I had zero options. I di not believe I should have to pay an extra fee and I should be refunded the $150. It is currently 39 degrees and will be 28 the next 2 nights

  Business response

  02/05/2024

  **** ***, Please accept our apologies for how your situation was handled last week and over the weekend. After looking into your account and listening to calls, it has been decided to refund you for both the leak check and the delivery fee. $275 has been removed from the delivery invoice ($125 leak fee and $150 after hours delivery fee). This credit will be available on your account for use in the future, or you may request to have the funds sent back to you. We appreciate your business, and hope for the opportunity to better serve you in the future. 

• Initial Complaint

  06/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is due to a recurring charge for a propane tank. I have a 100 gallon tank and do not reside at this residence full time. I was told as long as I have it topped off before summer I wouldn't be charged. I now received a bill for $132.00 and was told I need to buy 99 gallons a year which means I would have to run it dry in order to fill it. I am penalized for not living there. I will never be able to fill it. I have attempted to get a resolution,but I'm told they'll get back to me. That never happened,just keep sending bills. If I need to pay $132.00 for nothing,the I can't fill it. Property at ***** ****** **,Millsboro,De 19966.

  Business response

  06/28/2023

  A representative from our company has been in communication with the customer. In their most recent interaction (earlier today) the customer was presented with a few options/resolutions to address their concerns. The proposed options/resolutions were 1) downgrade to a smaller propane tank in hopes to avoid a tank usage fee in the future or 2) purchase the existing propane tank on the property. Customer wants to think these options over and get back to us with how they would like to proceed. 

• Initial Complaint

  09/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been using trigas for a few years now . I was set up on auto refill and on 3 different occasions I ran out of propane . All 3 times even though I wasn't supposed to be out because it's part of the service for them to keep an eye on this they wanted to charge me to put a pressure test on the system. I am a licensed gas fitter and they still try to charge me. On my invoice it says they fill up to 80% but everytime it's at 70-75% . I was told when I called I buy a lot of propane and should be getting better pricing . I asked to talk to supervisor to this day only a salesman called me . No supervisor . Today I called to get propane since they took me off of auto refill and told them I am at 35% and the woman told me I have to buy the whole tank. They only fill them up to 80% max . So I'm supposed to give them more money then it cost as always . Their service manager is a joke is seems . I have asked several times to talk to a supervisor and I'm done being taken advantage of ! This company gets over on disabled vets such as myself and this is not okay!

  Business response

  09/19/2022

  Business Response /* (1000, 5, 2022/09/09) */ Talking with our District Manager and our Credit Manager, there are multiple documented times when they have talked with the customer. The pricing on his account is accurate and when a customer runs out of propane we must provide a leak test by our company trained personnel so the customers home can be made safe. When filling a propane tank we use a combination of a "fixed liquid level" gauge and the dial gauge. The dial gauge may be slightly different from the actual FLLG.

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