ComplaintsforBlue Ridge Energies, LLC

• Initial Complaint

  01/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Blue Ridge Energies refilled my propane tank on 1/25/2024. The next day 1/26/2024 when I was changing the filter on my heating unit I smelled gas and thought maybe the filling of the tank caused a leak in the basement. On their website it said if you smell gas to report it immediately so I initiated a chat. They said they would have a technician contact me to check it. No mention of a fee to check emergency gas leaks on the website and the person I chatted with didn't mention there was a service charge. I thought it was part of their safety program. A technician came out and performed tests and found a small leak and tightened a connection. There was no mention anywhere of how much it would cost and I received a bill via email later in the day. I replied to it saying I was unaware of a service charge and asked to have it at least reduced due to I am elderly and on a fixed income. Since there is no mention of fees anywhere you look on their website and I wasn't informed of one at all during the process I feel like it is unfair to ask me to pay all or part of said fee. I still smell gas but now can't afford to have an HVAC company come check because of the bill I received from Blue Ridge Energies.

  Business response

  01/29/2024

  I contacted a manager on Saturday, 1/27/24 upon receiving the email notification regarding the complaint. The manager contacted the customer by phone that afternoon regarding the complaint which stated an issue with the service call charge and also a comment that there was still a gas odor (after a technician had responded the day before). The issues were addressed, and the customer stated on the phone call that there was no longer a gas odor. Because the complaint stated there was still a gas odor, the manager did go to the customer’s residence on Saturday to ensure there were no issues with the gas system and no gas odor was present. The original service charge has been credited back to the customer's account as she stated she was not informed at the time of her initial contact.  

  Customer response

  01/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Blue Ridge Energy agreed to leave a service ticket showing the amount of fuel and date of refueling. After several services where Blue Ridge Energy failed to meet this agreement, I advised that without the refuel receipt showing the amount of fuel and date of service I could verify and track usage. The last refill was the last straw. They provided a GPS ticket that shows their truck was on my street and an after the fact receipt well after the date they claim to have serviced this account. This wasn't a one or two off, it was a consistent pattern of disregarding terms of service.

  Business response

  01/28/2022

  To whom it may concern:
  
  Our records reflect a propane delivery was made to ***** ****** on 12/17/21 per her prior request. Our delivery employee left the delivery invoice in a delivery bag at the time of delivery which is protocol. Our company uses the latest technology which provides GPS tracking for our vehicles including the date and time. This allows us the ability to know where our trucks are at all times. After Debra contacted our office stating she did not get the delivery invoice, this documentation was provided to her in an effort to further show the delivery was made to her residence. In addition, every gallon of propane that is pumped from our trucks is metered which further documents the exact gallons delivered. Lastly, a gauge is on the tank which also reflects the increased percentage after a delivery is made. If there was a situation where a gauge was broken, the fact that the customer’s tank did not run empty, further proves that a delivery was received.
  
  While the complaint states that this had occurred “After several services…” there is no note on the account recording any prior issue expressed. Our company always operates in the most professional and ethical manner. While we are confident the delivery was received, we have credited the amount of the delivery on this account. We cannot prove or disprove a concern was expressed in the past but will process the bill adjustment accordingly.

  Customer response

  01/28/2022

   I am rejecting this response because:
  The statement is not an accurate account of the history or the discussions regarding the need for notification.  Per date, this business has offered a GPS record to show that a delivery truck was n  my street and an after the fact record of what they claim to have delivered into my fuel tank.  The record is clear that the need for a delivery tag on the date of delivery was requested on multiple occasions and not left. Without a delivery receipt, this business has no basis for claiming that they met their agreement.
  
  

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