ComplaintsforProulx Oil & Propane, LLC

• Initial Complaint

  05/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We moved into a home that had an underground 1,000 gallon propane tank installed by Proulx Oil & Propane. We received a new customer welcome packet and the company began filling our propane tank for 2 years. On the second year, we received an unexpected charge on our account of $1,138.00 for "minimum use charge" as our tank fills did not properly line up with their billing calendar and during that time we did not exceed what was considered 'minimum use' of 1000 gallons of propane. 1) We were never made aware of, nor signed a contract that stated, that this was a practice of the company to charge for goods and services not delivered. 2) A second fill request made by us during the pay period was declined by the company, which would have meant that our usage did exceed the 'minimum use'. They claimed the tank fill level was 'not low enough' to warrant a refill. So on two accounts, this fee must be waived. We have reached out to the company twice and have been told they will have someone 'in management' look at this and contact us, and they have not done so.

  Business response

  05/27/2022

  To Whom It May Concern,

  Proulx Oil & Propane wishes to respond to the complaint within the required 10 calendar day time frame, although the issue has not been fully resolved at this time. The Customer Service Manager has been in contact with the customer and they have been working together to reach an agreement. It was last discussed that the customer would be willing to sign a form agreeing to the terms of the minimum usage fee (as well as agreeing to other terms) in order to have the minimum usage fee for this year waived. However, the customer did request some small edits be made to the document in order to make him feel comfortable agreeing to the terms. The Customer Service Manager mentioned that she would need to get permission from the owner of Proulx Oil & Propane to make those edits and would be back in touch.  The manager was able to get permission to make those edits and the customer was just issued a new 'terms and conditions' form that contained the edited terms via electronic format (DocuSign) today, May 27th. The manager also called the customer but was unable to reach them, so she left a message. Due to the fact the BBB response is due over the weekend (the 29th),  Proulx wanted to update the BBB now. This is being done in order to meet their 10-calander-day response deadline (as the request for a response to the complaint was relayed on May 19th to Proulx). Proulx wanted to wait to respond until the issues was resolved, but we were unable to do that fully before the deadline. Proulx hopes to continue this discussion with the customer in the near future and hopes to reach an amicable solution. This will be resolved once the customer sign the 'terms and conditions' form, and then Proulx has removed the minimum usage fee for this year off of the customer's account. Proulx does not foresee an issue with this since the customer's request for edits was approved and the adjusted form was issued. But we are awaiting a response from the customer at this time. Thank you for your consideration of this material. 

  Thank you,

  Proulx Oil & Propane

   

  Customer response

  06/01/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17220962, and find that this resolution is satisfactory to me. The surprise fee has been waived and an updated terms and conditions shared.
  
  Sincerely,
  
  **** *********

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