ComplaintsforThompsonGas, LLC

• Initial Complaint

  12/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a termination letter 11/26/21 from Kirk R***. Never heard of him nor have I spoken to him. I call and ask to speak to him and the receptionist told me I had to talk to Micheal T*****. I said I want to talk to Kirk R*** that sent the letter. The Alex said she will send him a email. He never called. Micheal call 11/29/21 and told me we can't please your in no way and that I went to Attorney General about price gouging. I said yes n I want fairness. He hung up on me and he wonder why I file complaints. I call to make a payment n the receptionist said Oct and Nov have been wave. This Company can't get the bill right don't know anything. I ask for them to come out and change the plastic cap twice that need happen. Is there a corporate office I call don't nobody know. I don't know how Micheal T***** took Pat place he was kind n a people person. These cats here "Kirk R*** n Micheal T***** " I don't know how Kirk a Director with no feelings and not trying to fine out what's going on. Micheal T*****, don't know how to talk to a customer n loves to hung up n he don't return calls n never in the office. I'm up set it's Christmas time n how u want to come n pick up the tanks for me n my sister. I have to folk out several hundreds to replace the tanks. Surly when u do wrong will follow u. This is your problem over charging me. Thanks to Patrick that educated me. It took for ever to get the bill right. Only because I know how to read the meter. To all customers that read this always check your meter n know how to read it n always check the gallons in the tank and make sure you check it before the put gas in it n after. Let this sit in your Spirit M. T*****!! God be the glory for me what can u say!! This is Thompson Propane Gas in Thomasville I can't speak on the other surrounding branches. P.S you have a pack up date for the 28 made sure that happen and if after the 28th call me to set up a pick up date this is my property and I want to be present. The hell I went th

  Business response

  12/15/2021

  Business Response /* (1000, 10, 2021/12/08) */ Complaint # ******** In February of 2021 we received a complaint from Ms. ***** about the meter reading and it not being correct. We explained that we read the meters monthly and they were correct but to help ease her concerns we credited Ms. *****'s account $100.00 and her sisters account $200.00 for any miscommunication that was had. Then again in April of 2021 we received another complaint about the meter reading not being accurate on her and her sisters account. To accommodate her request, we credited her account 110.52 and her sisters account $200.00 at that time. They requested at this time that they would begin reading the meters and calling it in to us to prevent the false meter readings they claimed were happening. We then received a complaint from the Attorney General that we were pricing gouging in November of 2021 from Ms. *****. From our research through the EIA website Ms. ***** was being charge on average $0.38 per gallon less for her propane than the state average during this timeframe of the compliant. We have made every attempt to address Ms. *****'s complaints and accommodate her request. On November 26, 2021 we sent Ms. ***** a letter advising her that her and her sisters' tanks would be picked up on December 28th, 2021 and her service would be terminated with Thompson Gas. We also waived all gas bills for the usage of November and December while she could find another supplier for her propane gas needs. At Thompson Gas we strive for exceptional customer service and regret that we have not been able to meet Ms. *****'s expectations. We hope that by waiving all gas charges for November and December she will be able to save her monthly gas bill funds and find another company to fulfill her needs.

• Initial Complaint

  11/14/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  During winter weather, our family has had NO HEAT. WE have 2 babies in house. They chose to let our babies freeze, and have postponed working with us, we just needed heat. It was 38 degrees and they put us at bottom of list to get heat. They don't care about customers or lives of children. Or elderly. They told me they have long wait list , and they don't know how we got their meter, wanted to credit check us on a new gas meter, to charge us even more for another one. We are not even owners of house. What kind of company chooses to freeze children?

  Business response

  11/29/2021

  Business Response /* (1000, 5, 2021/11/17) */ Potential customer was plainly told that an account would need to set up in their name and a credit check would need to be ran before meter service could be turned on. Potential customer did not return call with credit check information therefore Thompson Gas could not go any further with service.

• Initial Complaint

  09/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased a home in 2014 that came with an in-ground 500 gallon propane tank that was used for heating and a cooktop stove. When we moved in we had it filled by Thompson Gas who is the local provider for propane service in Charles Town, WV. I've used Thompson Gas every year since, but after removing the gas cook top in lieu of an electric version our gas usage has dropped dramatically and have not needed propane for 7-8 months. I received a bill in the mail for $158.95 which is a "tank rental fee" assessed to me by Thompson Gas. When questioning the fee they stated that a notice was sent out in June referencing the rental fee or the option to purchase a 15 year old tank for ~$1700.00... We never signed any documentation, rental agreement, or contract with Thompson Gas stating that I am renting a tank from them nor was this disclosed during settlement in 2014.

  Business response

  10/04/2021

  Business Response /* (1000, 5, 2021/09/24) */ We have communicated with Mr. ********* and have waived all rental fees.

• Initial Complaint

  08/03/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I called 7-8-21 spoke to Joyce about having my propane tanked checked to see if it is serviceable. I purchased a property in Jay Florida that had a buried propane tank on the property and I wasn't sure I wanted to keep it or at least not in the location that it is in because we have to drive over that area to access the backside of the property. I asked how much to have a service tech come out to see if the tank had propane in it and if it had pressure and to make sure it is safe. She informed me it was not their tank but that she would put in a request for a tech to look at it. I continued calling back and spoke to numerous individuals who all promised to get back to me and let me know when a tech would be out. Now today 8-3-21 Joyce told me that she doubted they would come out because I'm not a customer. I explained to her that I recently had the City of Jay removed the natural gas line from my property and that I was considering keeping the propane tank. She basically said no.

  Business response

  08/05/2021

  Business Response /* (1000, 5, 2021/08/05) */ ****************** is not a customer of Thompson Gas. The local office was booked out several weeks on the service calendar taking care of our customers and could not respond to this request in the time frame that Ms ********* would have liked. Consumer Response /* (3000, 7, 2021/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Richard stated in response that I am not a customer and that I didn't like the time frame for service but that is not true because I was not given the courtesy of a return call by their service department to set up an appointment. I don't mind waiting for an appointment, all I asked was how much for service call and to be put on the schedule but instead I was given the run around every time I called which was 4 times over the past 30 days. I sent him the details by email today and haven't heard back yet.

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