ComplaintsforCrystal Flash

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid to have my propane tank to be filled ln 2003. They tell you to contact them when you get to 30 percent on the meter for a refill. I went thru the winter and i am just below 50 percent on the meter so i have not called for a refill. I received a a bill for ****** for lack of usage I am using the gas in my pig to run my hot water, I use a wood pellet stove th heat my house so i cut back the use of propane they told me if I didn't pay the ****** they would pump the tank and removed, How do they have the right to tell me not to call for a refill at 30 percent then tell me im not burning enough gas, then charge me for lack of use. I paid for the gas and should be able to use it when I want or don't want, i have been a customer of theirs for 20 years and now they want to strong arm a loyal customer.

  

  Business response

  03/07/2024

  We would like to thank our customer for sharing this concern and for their many years of service. We also appreciate the opportunity that this forum provides to further elaborate and provide additional clarity. 
  
  When Crystal Flash agrees to install one of our tanks at a customers home, unlike many other propane providers, we do so at no charge to the customer. Because of the significant expense of the tank, labor and other equipment involved in each installation (thousands of dollars), it is our expectation that customers utilize our tanks at a basic/minimally acceptable level. Specifically, our expectation is that a customer will order at least one delivery of propane in each calendar year. This minimum usage requirement is noted in our standard tank lease agreement and is also explained when each new customer starts service with our company. 
  
  While many other providers charge an annual lease fee every year, regardless of a customers usage amount, Crystal Flash only assesses such a fee in cases when customers underutilize our equipment. We view this fee as necessary to help us recover some of the lost return on our investment we experience by not having our equipment used to its potential elsewhere. 
  
  While most customers in these situations see the value in this annual fee in exchange for maintaining service with our company, in the event that a customer chooses to not continue service with us, we do offer the option to pick our equipment up at no charge. This is, again, a service that many other providers regularly charge for. Additionally, we then transport the tank back to our facilities to perform a pump out of any remaining propane and provide a full refund for all gallons to the customer at the same price originally paid for them. All of this is done at no charge to the customer. 
  
  In conclusion, we are happy to extend both of these options to this customer, and any other customer in this same situation. If this customer would like to instead have us pick up our equipment, we will provide a refund for any remaining gallons and also for the 2023 non-use lease fee that they recently paid. Thank you. 
  
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So this is how crooked Crystal Flash is ran out of propane in January for them to come give me propane it was almost $1,700 because of emergency fees because my tank was empty fees and then a leak test fee and then to light all my pilot light fees which are automatic Pilots but if I would have been a new customer I could have had a tank delivered and filled for $500 so I tell them to just come get my tank and tell them that I work third shift so they need to call in advance and set up a day to come and get it now here it is the end of July they don't call or nothing I get woke up to my daughter crying scared to it sounds like somebody trying to kick in my back door that to get to they had to go through a fenced-in area clearly Mark no trespassing and then proceed to just throw and destroy my belongings and belongings that aren't even mine to get to the tank so I contact them and email them all the photos of everything they destroyed and the response I get is being told that nothing's going to happen and if I want to pursue legal actions best of luck to me

  

  Business response

  08/04/2023

  We appreciate the opportunity to respond to the concerns shared here by our former customer. We have reviewed all the recorded documentation and history and will present our findings below.
  
  With regards to the cost/fees that the customer quotes in their complaint, for perspective, this customer had selected to be placed on a will call delivery method, which, in this industry, means that the customer chooses to take responsibility for notifying their supplier that they need a delivery. The expectation is that customers who choose this service will call when reaching an agreed-to level on their tank gauge to avoid running out (example: 30%).Running out of fuel is costly, and potentially dangerous, and should be avoided if at all possible. Our records indicate that this customer repeatedly allowed their tank to run empty during their time as our customer.   
  
  When a customers tank is allowed to run empty, additional safety measures (leak checks, inspections, other safety measures/services) are required by code to put the propane system back into service. This requires additional labor/time from the provider and therefore does carry additional cost. Emergency delivery requests also require additional resources, decrease routing efficiencies, and also potentially inconvenience other customers waiting for deliveries. While legitimate emergencies do happen from time-to-time, these avoidable service requests also necessitate that the customer bears additional cost.
  
  Because of these potential extra costs and safety concerns, it is important to note here that our company does offer a free Auto-Fill delivery service that shifts the responsibility of avoiding runouts and extra delivery fees to us as the supplier. This customer did not participate in this service.  
  
  Below please find a timeline of events detailed in documentation produced, in real time, by our Team.
  
  --On November 9, 2022, the customer informed us that he has allowed another company/supplier to service/fill our company-owned tank. This is a breach of our standard lease agreement (see ***************************************************************************).
  
  --On November 18, 2022, ************** arrived at the customers address to reclaim our tank and equipment. The technicians notes state that due to the significant number of loose items on the property he cannot reach and remove the tank. The customer speaks with ************** and asks to keep the tank in place and says he will place an order for a delivery. The technician leaves without our equipment.
  
  --On December 2, 2022, a delivery of propane is made to our tank located at the customers home.
  
  --On April 18, 2023, the customer inquired on the cost of another delivery. The tank is empty, so it would require a leak check and system inspection to be put back into service. The customer again requests to have the tank picked up so he can instead hook up his own smaller tank and equipment. 
  
  --On May 23, 2023, ************** arrived at the customers home to make another attempt to pick up our tank and equipment. The technician notes that the driveway and yard is full of items such as ladders, pallets, yard equipment and many other miscellaneous items. The technician is unable to access the area to remove the tank as the customer requested. Technician leaves a door hanger with a note requesting that the customer remove items impeding our ability to remove the tank.
  
  --On June 23, 2023, ************** makes a third trip to pick up our tank and equipment. The technician places a call prior to arriving to verify that the customer is home, there is no answer. The technician decided to reschedule the tank pickup for another day.
  
  --On June 26, 2023, ************** arrives to make a fourth attempt to pick up the tank and equipment. The technician notes that there are too many items and debris on the property to remove the tank without the assistance of special equipment. It is determined that we cannot pick up the tank and again will reschedule.
  
  --On July 18, 2023, three of our technicians arrive for a fifth attempt to remove the tank and equipment. The technicians note that there is still a wide array of items strewn across the property, but this time, with three people to assist, there is enough manpower and room to access the tank for removal using a piece of special equipment. Our service department makes a courtesy call to determine if the customer is home and there is again no answer. The technicians are asked by our service department to use special care and to take photos for documentation purposes, which they do. The tank is removed from the property successfully.
  
  --Two days later, on July 20, 2023, the customer contacted our office to allege that damaged items were found on the property.
  Between July 21 and July 31, 2023, Crystal Flash reviewed its internal records and had detailed discussions with the technicians who were on site for the July 18 removal of the tank. Contact was maintained with the former customer as we reviewed these details.
  
  --On August 1, 2023, our Service Manager reached out to the former customer to inform him that, based on our review, no additional action or recourse was necessary. It is our determination that our technicians performed the job as anticipated while adhering to our service standards and protocols.
  
  --Later, on August 1, the former customer called back and spoke with one of our **************** Representatves. He began angrily making demands, threatening lawsuits. He was again informed that our records and photographs indicate that no damage was caused by our technicians. He continued to argue with our **************** Representative, who then informed him that we werent going to argue, and our company now considers this a closed matter.
  
  As demonstrated here, upon review of the customers account history and all related activities and communication, we feel that our company and employees went above and beyond to bring about a decent and fair conclusion to this business relationship. Based on all available information and documentation/photographs, it is our belief that no additional action is warranted or appropriate on our part, and we do not wish to have additional interaction with this former customer. Thank you. 

  Customer response

  08/07/2023

   
  Complaint: 20407137
  
  I am rejecting this response because: when I spoke to the lady in the office I made sure she was aware that I work 3rd Shift and that they needed to call me to set up a date for them to come pick up the tank she was okay with that but I never received calls to try to set up a time and yeah there was stuff in the way of the tank because there's stuff in my driveway the tank isn't roadside so it's not easy to get to it's inside of a gated marked no trespassing area of my yard that they had no care for and just decided to help themselves on in and then proceed to beat on the door to my home inside the marked no trespassing area to the point to where my two-year-old daughter was terrified bawling her eyes out they beat on my door so bad that it now leaks. I don't understand how as a business your employees are allowed to come and destroy people's property the way that they did that is so unprofessional. Yes I did say I'm going to have to get the courts involved they destroyed property that is mine and property that isn't even mine that I have to pay for out of my own pocket now and I'm still working towards a civil lawsuit because what they did was simply wrong in any aspect you look at it
  
  Sincerely,
  
  Dakota ******

  

  Business response

  08/22/2023

  Upon review of our former customer's latest communication we remain confident that the facts in the matter simply do not corroborate these claims. The terms of our standard lease agreement clearly describe that we maintain the right to reclaim our equipment as necessary. Our service technicians are professionally trained and have a reputation in the industry and with our customers that is second to none. This is demonstrated by ongoing third party data that shows Customer Satisfaction Scores in the high 90% range, which, honestly, is not something found elsewhere. We simply would have no motivation, desire or need to destroy anyone's property. One of our employee-owned company's guiding principles is "Integrity in Everything We Do" and we live by that each day. Unfortunately, this situation is devolving into what seems like opportunism. Based on all of the information and evidence presented in our original response, we maintain that we have found a fair and equitable end to this business relationship. We wish this former customer nothing but the best once he identifies a new provider, but we do not wish to have any future contact or dealings with him. Thank you. 

  Customer response

  08/22/2023

   
  Complaint: 20407137
  
  I am rejecting this response because: then maybe your motto or your policy whatever you want to call it that doesn't mean your employees uphold to it maybe your company standards aren't to destroy people's property but your employees don't care if they destroy property or not I've already found a new supplier of propane I was waiting for you guys to get your tank out and you had such great employee customer relations wouldn't that be at 100% they were rude they were destructive obviously and I never had a lease agreement with you that tank was on my property when I bought my house so nice try with that you know your employees were in the wrong and I have the proof and evidence to prove so this will be all given to an attorney and all those times you tried to charge me an emergency fee because I ran out of propane was never an emergency and I told your workers that over the phone I don't rely on propane I don't need it I just called to let you guys know I was empty and then you guys try to charge me unnecessary fees and you know that that's wrong you know everything about what your workers did when they came to my house was wrong there was no *********** set like discussed on the phone when I spoke with the lady in the ****** to set up the time to get my tank so right there your company's wrongful for that the way they come beating on my door that cost damage to my door now that needs replaced and my two-year-old daughter now every time somebody knocks on door she instantly gets f****** scared and starts crying because of the way your workers be on my door that was the most unprofessional disrespectful interaction I've ever had with any type of business personnel ever I will make sure anyway I ever speak to in regards to propane gets an honest and accurate insight into the way you guys operate what you guys did was criminal and you know that and you guys think that because you're a multi-billion Dollar business you can just do whatever you please no that's not how things work I will do everything in my power to make sure you guys get the reputation that you guys really should have your ****** people have never been anything but disrespectful to me since I bought my house 6 years ago and had to use you guys and if you have all the phone calls recorded you will clearly hear that your workers were told to set up an *********** not just show up so that the fact that you say they showed up and were unable to get the tank what is 100% your fault because no contact was ever made to me and set up an agreed date to come and get it the fact you guys show up unannounced like you do to get it is the reason you guys were unable to get it a couple times you tried do you just show up at a doctor's ****** without a doctor's *********** no you don't I'll make sure I post on every available review site just the experience I had with Crystal Flash and recommend that everybody use any and all other companies besides Crystal Flash for their energy needs now you have the day you deserve
  
  Sincerely,
  
  Dakota ******

• Initial Complaint

  03/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company offers money back guarantee if not satisfied with results. But then doesnt respond to inquiries on how to be refunded.

  

  Business response

  03/13/2023

  After conducting a thorough search of our customer records (the customer name, address, and email address provided) we cannot identify this person as a customer of **********************. Further, we only service the State of Michigan, and this person is located in *********. Given the evidence provided, it is our belief that this person has misidentified us as a vendor/supplier of theirs. Thank you. 

• Initial Complaint

  02/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I switched to another propane service and had them pick up their propane tank. When I called to do that, they said make sure the tank is not over 10 percent. I told them it is at just below 10 percent, and I took a picture on my phone after new company moved the tank. Crystal Flash said they would pay me back my unused propane as long as it under 10 percent. 2 months later I called to ask where my refund money is and the customer service woman said it's a wash, they don't charge a pump out fee and do not return any funds. it's their company policy. I told her that's not the policy I was told, and she said sorry there is nothing I can do. I asked if I could speak with a manager. She informed me there is no one else to talk with. My tank is ****-gallon tank with 10 percent, they owe me for 100gal. I asked her for the written policy stating that they don't refund remainder of propane, her response was that's just their policy.

  

  Business response

  02/28/2023

  We appreciate the opportunity to review and respond to this concern from our customer. Upon further review of this submission, it is our understanding, based on the notes on his/her account, that later on the same day that this concern was shared, our team had another conversation with the customer which resulted in a mutually acceptable resolution. If this is not the case, we would be happy to review again to re-evaluate the status. From our standpoint, this appears to be a resolved matter. Thank you. 

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved in to our home in November 2022 and because the previous homeowners had Crystal Flash, we decided to keep the service. The tank was almost empty when we moven in so we had it filled up and we were put on auto fill so when it fell between 20-30% they would come out and fill us back up. Before we even moved in we had talked to the credit department to get set up with what we thought was a payment plan...that was not the case. In the begining on January we decided to switch to another company. The day that I called to cancel the auto fill so we could drain our account Crystal Flash came and filled up our tank...we were still at 37% I did speak with a manager, *****, and they agreeed to credit what they filled and write us a check for the gas that was still in the tank that was already paid for. We thought that was a woderful deal for us! The issue is that mysteriously the tank monitor dropped from 80% to 69% in one day. When I asked about it I was told that sometimes the float gage gets stuck. The tank did not change from the 14th-17th and that is because we were out of town and our furnace was set to 55 degrees. At this point all I am told is that "refunds are based of what the tank perentage reads" . I want to know where all that extra gas went. They did issue a check for $147.47, that is only 11% of the tank and it should be 30% or just over $300.

  

  Business response

  02/10/2023

  We appreciate the opportunity to respond about the concerns of our former customer. We have reviewed the phone and transaction records/history and will present our findings below. 
  
  Our customer selected to enroll in our free ****************** which shifts the responsibility for keeping gas in the tank from the customer to **********************. As such, we reserve the right to refill the tank when efficient for our drivers based on factors such as proximity of other deliveries (i.e., when were already in the neighborhood or area). 
  
  On January 10, 2023, we identified an opportunity to make an efficient delivery and delivered ***** gallons to this customers tank. 
  
  Our customer then called in and informed us that she didnt want to take a delivery because she was going to be switching providers. Our representative inquired why she hadnt informed us of this, and she said it was because she was told we normally deliver between 20-30%. As stated above, on this program, we take the responsibility to make deliveries when feasible/efficient, not based on a pre-determined tank level percentage. In this case, we delivered at 37%. 
  
  As a goodwill gesture, we offered to pick up the tank and not charge the standard pump-down fee to empty the tank. We offered to then credit her back for both the delivery and whatever fuel was left in the tank. The customer said she wanted to discuss with her husband and let us know what they wanted to do.
  
  On January 20, 2023, we picked up our tank, and after verifying the amount of fuel in the tank, applied a $715.62 credit to the account. After removing the cost of the January 10 delivery, as we offered to do, this left an overage/credit balance of $147.48 on the account. As the customer states here, a refund check was issued in this amount. 
  
  On January 27, 2023, the customer called us back and stated her belief that the refund was not accurate. Our representative provided documentation about the actual tank monitor readings which verified the corresponding tank level for the refund. 
  
  As the customer states here, during the conversation our representative did inform the customer that a tanks float gauge can stick in some cases, and thats likely why it remained at 80% for several days. A stuck tank gauge would not impact the amount of any refund being issued, as the refund is based on actual fuel being pumped out from the tank. 
  
  As demonstrated here, upon review of the customers account and all related communication, we feel that the solutions offered went above and beyond what is typical and should be considered a fair resolution. Thank you. 
  
  

  Customer response

  02/15/2023

   
  Complaint: 19339763
  
  I am rejecting this response because:

  The business did not offer a solution to our concern.  Either way you look at their is gas missing, weather it be on fill up or when it was pumped out.  One thing that they also failed to consider was that we switched gas companies mid-January and the tank was sitting and not being used (not even hooked up) for almost a week before they came out and picked it up.  That could also account for why the percent of usage did not go down.  We are being cheated out of gas reimbursement.  We would like the 14% refunded back to us. 
  
  Sincerely,
  
  ***** And *************************

  

  Business response

  02/28/2023

  We understand that our former customer disagrees with the resolution that we offered and supplied. This resolution included not only a refund for the gas delivered *prior* to the customer informing us that they would be leaving for another provider, but a refund of the extra credit balance left on their account *and* also waiving our standard $250 fee to pump the gas out of the tank. We believe that the customer owns some responsibility for not contacting us when they had already made a decision to hire another provider. This situation could have been avoided if we had been afforded that courtesy. Despite this, we did issue refunds and waive fees in the total amount of hundreds of dollars. We did this as a courtesy and to reach an amiable resolution, which is how we now consider this matter, resolved. Thank you.  
  
  

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered propane for my home from this company 12/6/22 when I was at 30% as recommended by their own website. On 12/13/22 I found an email in my junk mail stating I needed to pay before they delivered. I made my payment on 12/13/22 (photo attached). Ive always been told it takes 5 business days for delivery so on 12/20 I went to their website and sent a message to customer service to check the status and no one ever replied. I called the office on 12/21 and was told THEY did not add me to their schedule until 12/19 so they would deliver by Friday 12/23. No reason could be given for this 6 day delay. On 12/23 I called again and was told they had me on their schedule for 12/27. On 12/27 I called again and was told they would deliver the propane on 12/28. I told the customer service rep I was now down to 12% and I didnt feel I should be charged a fee if I run out. He stated oh definitely not, you did what you were supposed to do, the delay is on our end. On 12/28 I called again and was told they would be there 12/29 in the morning for sure! Our propane delivery finally came 12/29 about 4pm. To my surprise I was charged a $100 fee for my tank being at 5% (copy attached).I called customer service on 12/30 and was basically told it was my fault that I didnt pay when I ordered. Even if they dont count the 12/6 order date. It was still 16 full days from 12/13 when I paid. I feel this may be a scam they pull by delaying deliveries so long that customers are charged extra fees.

  

  Business response

  01/10/2023

  We appreciate the opportunity to review this customers experience. 
  
  Our records indicate that the customer attempted to place an order for propane via our online customer portal on December 7, 2022. Given that the customer does not have established credit terms with Crystal Flash, the order was unsuccessful, as payment was not provided. 
  
  Periodically, our team reviews uncompleted orders and attempts to reach out to customers to help complete the process. Our customer states here that they received an email about this from us on December 13, after which, the customer did return to the online portal to make a stand-alone payment. However, while appreciated, the process of making what would appear to be a random payment in this manner does not allow our team to associate the payment with the original order in any way. 
  
  Without the benefit of communication from the customer that this payment was intended to complete an uncompleted online order, it took until December 19 for a member of our team to determine that was the customers intent. At that time, the order was officially entered into our delivery system for scheduling. 
  
  The customer did contact us by phone on December 21 and 23, with our team being unable to confirm an exact delivery window due to severe Winter Storm/Blizzard warnings and dangerous road conditions. The customer did attempt to confirm delivery with our team again on December 28, at which time we apologized for the delays and confirmed a scheduled delivery for the following day, December 29. The delivery was made on December 29, and, as the customer states here, our driver added a $100 fee on the order, which is standard procedure when a tank level reaches 5% or less. Later that same day, based on prior conversations, our team applied a $100 credit to the account to remove the fee. 
  
  We recognize that our team did not execute or communicate as well as we would have liked and therefore, we could have served this customer much better. As a goodwill gesture, we are further apologizing with an additional $50 credit to this customers account. 
  
  

*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. ↩