ComplaintsforThompsonGas, LLC

• Initial Complaint

  12/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Thompson Gas is our gas supplier. We fell behind in August due to a family medical issue and accumulated a large bill which has since been paid in full. We were not informed we were placed on a “pay in advance” status. I called twice to schedule a delivery and was assured each time by Kathy and Tracey in the Ocala, Florida office that our automatic deliveries were going to be set up since we were paid in full. There was no mention of pay in advance going forward. I called today and was told by Patty that we couldn’t receive a delivery unless we paid in advance. She stated the collections manager Kristie, who was not pleasant or customer service oriented at all, informed me we would be staying on that status and there was nothing I could do about it. She was not helpful even when I explained it was never mentioned to me about the pay in advance and we were now at almost 0% in my tank because we have been waiting over two weeks for a delivery we thought was coming. They have put us and our home in jeopardy and with this cold weather, my 85 yr old mother is freezing and also my children in the home. This is not the way to do business. I have since requested a delivery to just put us at 20% for now and I have yet to receive a call back to schedule it. I will be switching providers as this is not the first time they have screwed us over. I am so dissatisfied with their lack of empathy and customer service it’s plain disgusting that they would allow people to suffer and they sit behind a desk and just not provide for people in the community. They should be ashamed of themselves. I will be leaving many negative reviews on google and neighborhood pages so people will know how bad they really are. I’m highly disgusted at this point.

  Business response

  01/03/2024

  This customer has a long history of bad pay and collection issues. This was an acquired account from ******* ******* in 2020 and came over to us with a substantial balance. We have offered her several payment plans over the years due to her ongoing bad circumstances, as we always try to find a way to help our customers and take care of their needs. She has never held up any of the payment plans as promised within the timeframes she agreed to, and typically only pays the past due balance when she calls for more gas, with another “unforeseen bad circumstance.”
  
  Her account was written off to bad debt in August for $1,365.25. At that time we changed her to PIA only based on the history. She did pay the balance in October, which we lost 20% of that for the Arm fee . The customer called in on 12/1/23 for a delivery, unfortunately, the CSR did not ask her for the payment upfront. The delivery ticket was on hold, since her account is set up for prepayment. She called back in to check on the status on 12/12 and asked to speak with Kristi T*****.  She was extremely rude to Kristi when she called to get terms again on her account and told Kristi that she had a family emergency in August, and we are not on the top of her priority list. Kristi explained to her that because of her account history that she does have to prepay for all gas deliveries. She sent in an online delivery request again on 12/15 requesting a delivery and a call back. Mike Whitmore called and left her a message shortly after the Infoline email came in. ****** called Mike back and when Mike told her he wanted to discuss the complaint and that we have decided not to move forward with her business she said immediately hung up on him.
  
  While we never want to leave any customer, we have made the decision not to move forward with her business. She owns her tank, and has the ability to order from any other company in her area.
  
  Thank you!

  Customer response

  01/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  They have been nothing but rude to me since they took over *******. Their prices are unreasonable and their attitude towards my family has never been acceptable regardless of my “unforeseen circumstances”. Heartless! I will hang up on ANYONE who is extremely rude to me. They’re disgusting and should be ashamed of themselves. They’ve been rude to me since Day 1 and because I won’t take it from them and reported them to you, this is their retaliation. Have at it. Im done with them anyway. The entire neighborhood knows how bad they are anyway. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  10/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 10/27/23 I called to cancel my service. I had gas still left in my tank. New owner of the home called and had gas put into the tank. Thompson Gas is saying that it would have been a wash since they charge fees for coming out and picking the tank up (which is rented out) and another fee would have been added for retracting the gas out of the tank. None of these fees were explained nor told to me a couple of months ago when I called about switching over to a natural gas company. But they didn't have to do any of those things since the new owner called to set up service with them and had them put more gas in the tank. So instead of just doing the right thing and paying me the money owed for gas in the tank, they have made double the money they would have made for not having to pick up a tank and then go re-install a new one for the new customer.

  Business response

  11/05/2023

  I spoke to Mr. ***** **********.  He was irritated because earlier in the year he called in and said he wanted his tank picked up and he was told he would get refunded for the 50 gallons in his tank.  Last week, he called in to confirm the tank pickup and he was informed of our pick up and restocking charges.  He said he did not feel this was fair to him.  I apologized for the confusion and told him we would refund his 50 gallons in full.  I obtained his new mailing address and we are processing his refund.  He appreciated the call and was satisfied.

  Sincerely,

  Jim H J****

  Thompson Gas

  Amory/Columbus/Detroit/Red Bay/Shannon/Columbus

  Customer response

  11/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  08/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a whole home generator that was installed by the ********* ********** and Thompson Gas. When I spoke with the initial installers I advised where the best place was to put the tank. I was advised I did not have to be there during installation. When no got home from work I found that they did not put the tank where I told them to put it, which is high ground on my property, but instead put it near the road which is the lowest part of my property. Therefore, the take is submerged in water all the time. I can not access to read gauge and one of your delivery drivers just came to fill my tank and can not because it is completely submerged in water. He tried to pump out but the water stays the same level. It hasn’t rained in two days. The tank can not be filled and was placed in wrong location.

  Business response

  08/25/2023

  We sincerely apologize for any inconvenience you have experienced from this installation.   At Thompson Gas, we take your concerns seriously, and we appreciate you bringing this matter to our attention.
  
  Our installation plans require permitting and approved site plans, which our team must adhere to when then arrive at a location. However, we do understand that things can change from time to time.
  
  That being said, first and foremost, we want to assure you that we are committed to resolving this issue promptly and to your satisfaction. Thompson Gas and ********* ***** ***** have agreed to relocate the tank at no cost to you to your preferred location and plans are underway to rectify the situation as quickly as possible.
  
  We value your satisfaction as our customer, and it is important to us that we resolve this situation promptly. We will continue to be in direct contact with you until it is resolved.
  
  Once again, we apologize for any inconvenience this has caused you, and we look forward to resolving this matter to your satisfaction.

  Customer response

  08/26/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I was advised that the tank is going to be moved. I will accept this once the work is complete. So far all I have statements that this will happen. I am sure they will follow through with what they have said but want to make sure before this case is closed. 

  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  03/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We just got charged $400 recently. Here is the issue, we were paying $150 a month for the auto fill plan, but because we had to much in credit they knocked our payment down to $70 a month, but because we used more propane due to the colder weather now we owed them $400 extra on top of that they tried to charge us with a late fee because of them lowering our payment. In my world a credit is always better than non pay. My wife called to have a conversation with them about this issue, they in return said that our bill is now going to be $210 a month. If $150 a month gave us to much credit what would $210 a month do? Who is doing the math here? We would have been ok if they needed to adjust the payment a little to prevent this from happening but that wasn't even a suggestion. We really enjoyed be on the auto fill plan due to the convenience, but it's not worth this hassle so we stopped the auto fill. If we could come to a compromise for a monthly bill we would definitely get back on the auto fill plan.

  Business response

  03/09/2023

  After research we found that, we misscalculated the amount of propane that the they would for the 2022-2023 season. Had we left their monthly payment at $150 per month, they would not have had to pay a large payment at the end of the year. We have been work with Troy to come up with a payment for the 2023-2024 season. 

• Initial Complaint

  01/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Customer of Thompson Gas since they took over the propane company that was in the location, so decades. Paid $451 in budget pay plan. I neglected to realize I was out of gas on Dec. 19/20, 2022. Cold front on the way in two days. An emergency for me. I felt it should have been for them. By the 23rd, after going through 5 degree temperatures, I called to cancel service, asking that they pick up their tank and refund my money, which already had the gas I needed paid for. They claim to have 24/7 emergency service. As of today, Jan. 17, 2023, after a few phone inquires, the tank is still here and I don't have my money to start service with another company. So, here I am with very little heat, in the middle of winter, doing without heat, while they hold my money. They say I should receive a check in the mail within six to eight weeks. I told them, winter would be over then. The business has an office about ten miles from my house. I'm 65 years old, of course, with several health and emotional problems I am treated for. Paid in whatever amount they billed me every month, usually $80, no matter how tough that was, so I could get propane when I needed it. I have no propane, I have money, but they fixed it where it would take the longest to get back to me. I feel disrespected, abused, sad and angry.

  Business response

  01/24/2023

  Business Response /* (1000, 5, 2023/01/18) */ I called Mrs. ****** and we will put a tank monitor on her tank get her gas tomorrow. We will keep her full of propane going forward. Mrs. ****** is okay with my suggestions and will stay as a Thompson Gas customer. Consumer Response /* (2000, 7, 2023/01/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Manager called morning after complaint was filed. Offered apology. I tried to explain that leaving a long time, with $451.01 paid into their account, completely out of propane and a severe cold front on the way was not covered by an apology. They had my trust and my money. I was left with no option except to brave the cold and worry about how much time and cold weather would pass before I could do anything to change my position. The manager offered a good price and to install a monitor on the tank for free, if I would give them another chance to do business with them. I agreed, even though I did not feel like I was actually heard. Propane was delivered within a hour, as it could have been when I was on the phone with their representative and realized I was out, this being prove of such. A little later the manager and technician showed up to install monitor. The manager and I spoke of the 24/7 emergency service. He started explaining what that actually meant, and I explained that leaving a 65 year old, who lives alone, not in good health without heat, while I was certain their trucks had past right by my house. It had taken the driver that day less than a hour to show up and less than fifteen minutes to fill my tank and as I mentioned before, the closest station is only about ten miles away. The manager explained that they were covered up that week. I said I was sure most of the deliveries were not to empty tanks and that should have been a big consideration. (Maybe that should be protocol, when a service is essential to the customer.) The manager left with, "... let's just move forward from here and we will try to never let this happen again.". I won't allow them to hold my money in a "budget pay plan" again and I told him so. Trust and being listened to and understood...tough. I truly appreciate the assistance the BBB gave me. Oh, and the check they said would probably take six to eight weeks to be delivered, was in my mailbox the day I filed the complaint. All that needless worry seemed to have been induced purposely. Why not be honest? Why not be logical, understanding, human. So you are a big company, you are people, I am a person. Being condescending when someone is in turmoil, is not acceptable. Then, we wonder, what's wrong with the world. Nobody's falling for it, but it is accepted much too often.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They took my 350 payment without telling me that my gas would not be turned on for a week. They also knew the temps would drop and made no additional effort to assist, I let them know I had five children in the home and none of it mattered.

  Business response

  01/17/2023

  Business Response /* (1000, 7, 2023/01/09) */ I apologize for your recent experience with us. We did receive a request for delivery on 12/21 and collected payment at that time, the delivery of 77.9 Gallons was made on 12/30. We came out on 1/2 to install a new regulator and preform a safety check at no cost. I have reviewed your account and have reached out to you in order to correct the issues going forward.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have been with Thompson gas for many, many years. Let me say up until the past 2 years our service with the company was always prompt and great. However, over these few years it has just got progressively worse. I requested service for my tanks to be filled ( 1 I own, 1 they own) on Monday, December 19, 2022. At the time my tanks were around 40 lbs. We had severe frigid air move in right before Christmas and I expressed my concerns about getting too low or possibly running out over the holiday. Propane is our Only heating source. On Thursday, December 22, 2022 I made a call to check the status and was told we were on the schedule for delivery that day, the 22nd. I was very grateful and pleased. The woman I spoke with was very nice and I again expressed my concerns with the upcoming weather and holiday. She assured me the delivery was scheduled that day. We did not get a delivery that day. Friday, December 23, 2022 I called back and spoke with an individual who wasn't near as friendly and told me there were no schedules. All she could tell me was "they're doing the best they can." I again expressed my concerns and told her the level my tanks had dropped to. Called again Monday December 26, 2022. They were closed. Obviously behind on deliveries, but closed. Today is Tuesday December 27, 2022 and I still have not received a delivery. My tanks are now at 10 lbs or below and I can not even imagine the amount they will adjust my budget plan to. I currently pay $165 a month. Single parent of two and it's a struggle. No parent should be anxiety ridden over Christmas about turning up their heat in 5 degree weather to keep their home warm. Unfortunately if they are doing "the best they can do" it definitely isn't good enough as this is just unacceptable. If my excuse for paying the bill is "I'm doing the best I can do" the company would feel the same. I will be exploring other companies and make a decision based off their customer service.

  Business response

  01/24/2023

  Business Response /* (1000, 45, 2023/01/18) */ During the time of her delivery, the demand and weather was extreme, delivery times were longer than expected. we do apologize for the late delivery and will do better in the future.

• Initial Complaint

  10/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  It started with a bill that I received dated 03/24/2022 for TANK MONITOR FEE in the amount of $63.92. I called the company (Rachel) on 04/18/2022 at 10:35 AM inquiring about the charge and they stated she stated that the company attached a wireless monitoring device on the LP gas tank and that was the charge. I expressed my displeasure that they had done this without my knowledge or consent and asked that the charge be removed, Rachel agreed to remove the charge. In addition, I asked that they come and retrieve the gas tank and refund me for the amount of the gas (tank was full at 80%). A pickup was scheduled for 04/26/2022 and I arranged to be home but no one showed up. On 04/27/2022 at 12:30 PM, I called back and spoke with Rachel to report the no show and they came the same day and picked up the tank. On 09/28/2022 at 2:10 PM, I called back to inquire on the status of my refund. Rachel answered and confirmed that indeed the tank was picked up on 04/27/2022 and that it was full at 80% but she would have to pass the refund request to her boss. On 10/24/2022 at 9:32 AM, I called back to inquire on the status of my refund. Rachel informed me at that time that I would not get a refund because there was a $105.00 charge for picking up the gas tank and an additional $105.00 charge for emptying the tank. Neither of those charges were disclosed at any time up that point. I requested that the supervisor call me and Rachel said that they were out of the office and she would relay the message. I waited all week with no return call so now I am turning this over to the BBB for resolution. Thank You for your attention to this matter. In addition to all this, I never received a new invoice showing the adjustment of the TANK MONITOR FEE.

  Business response

  11/10/2022

  Business Response /* (1000, 10, 2022/11/03) */ Every customer has received a copy and has access to our General Terms and Conditions that has a list of all of our fees in it. There are fees for a tank pickup and a fee for taking the propane that is in the tank out once it is back at our facility. The price to pick up a tank is $105.00 and a charge of $105.00 to pump the propane out of the tank, Mr. ******** was not given a refund because this cost was over the amount that he would have received back from us. Mr. ********'s tank was a 60 gallon tank and at 80% had 48 gallons in it. He was given a credit of 43.7 gallons at $2.799 and 4.3 gallons at $3.549 (the price at which he purchase the propane for) The credited amount would have been $137.92 then the price for the pickup and pumping off of the propane once back to our yard would have been $210.00, instead of sending Mr. ******** a bill for $70.28 we chose to just write off that amount and call it even.

• Initial Complaint

  10/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Thompson Gas owes me $374.00 that I've been trying to collect since August. Every month they promise the check is in the mail but it never arrives.

  Business response

  11/22/2022

  Business Response /* (1000, 5, 2022/10/31) */ When looking into this matter, I discovered that the refund check has been mailed from our cooperate office on 10/25/22. I called ********** and apologized for the long wait time. Consumer Response /* (3000, 7, 2022/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) For the 4th month in a row, we've been promised a check is in the mail and for the 4th month in a row, the check never arrived. Business Response /* (4000, 11, 2022/11/15) */ When we found out that the check had still not arrived on 11-8-22, we decided to pay him in cash. I offered to bring the cash refund to his home, but he decided to come and get it from our office. I have attached a copy of the cash receipt that **** has signed.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband and I called Thompson Gas on 07/18 about having our propane tank filled. They charged us $596 that same day for propane. We have not been contacted since and do not have propane. I have called several times to get an update and everytime I am hung up on by customer service as soon as they answer. I either want propane so I have hot water again, or for them to issue a refund.

  Business response

  08/04/2022

  Business Response /* (1000, 5, 2022/07/28) */ I called and left a voice message for our customer on 7/27/2022. I called again today 7/28/2022 and I was able to have a conversation regarding the issues in the complaint. Delivery has been made and our customer was very happy with the conduct and service provided by our driver. She was not very happy with what happened when she called customer service. On her end, she stated that she could hear someone breathing and laughter in the background which did not help the situation with them still needing gas at that time. We are investigating this issue on our end in order to determine where that call was routed and handle this issue administratively. Our conversation ended on a really good note, where our customer has my direct contact information for any issues that may arise in the future. We are both confident that will not be necessary. The customer issue has been resolved.

*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. ↩