Complaints

• Initial Complaint

  04/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I want to file this complaint against Gallup Propane. I have been with this business for over 30 years. Lately the business has been mistreating me and my husband. I have two locations where I request for gas delivery. We use more gas in the ************ ** area. The other location gets gas delivery only every two years. So the lady knows that I need more gas at ***********. But for some reason I call or make a credit payment, she says it posted to *********. I call her and tell her it’s for *********** gas bill. She gets very upset and tells me that if I call that means I need gas at twin lakes, nm. So I tell her, no it’s for ************ **. She gets very upset and says, you made the payment so it’s for *********. So then she gives me this whole sermon about my payments. She refuses to listen to me and has been so disrespectful to me as her customer. One of the times I got gas during the winter. She text me and said that her gas man was stuck by my house and to get out there and help the gas mad get the truck out. Her refusal to work with me to get gas delivered to my house without admonishing me had been constant. This last time on 4/17/24, I called and asked for gas delivery. I paid with my debit card. The lady I spoke to didn’t ask if it’s to be delivered to **** ***** or ***********. So today I called them to make sure that the delivery requested was for ***********. She told me, no that delivery is for **** ***** because you called and not your husband. Your husband needs to call for ***********. I told her I’m the one who does the bills all the time. She refused to listen to me and just started admonishing me again. I tried to tell her that I need gas delivered to *********** not **** *****. She told, stop talking and listen to me. This lady named ****** is a bad business lady. She mistreats and has treated me like I’m a dummy. I refuse to be treated in this manner and this business needs to changed their attitude towards my Native people. I amNavajo.

  Business response

  04/19/2024

  Yes, the customer has two accounts with GPS. The one in **** ****** ** is under ***** and the one in ************ ** is under *******. When she ordered propane, she ordered for *****. It does not matter who orders the propane just the correct name on the account. As far as her online banking credit card payments, she was putting the incorrect account number down on her payments. The payments were done thru *******, thru her bank, so I have to put the payments to the account that the customer states the payment goes to. When the driver got stuck in her driveway, she was called to let her know that he was stuck, but at NO time was she asked to go help. We have a wench truck to get drivers out when they get stuck. Unfortunately, when she called yesterday, she kept interrupting and not letting anyone speak and started to yell at the staff and that is unacceptable. The order for propane was taken off the **** ***** account and put to the *********** account. Due to this being an ongoing problem, we try to clarify which account, but occasionally it does not happened, but it is the responsibility of the customer to give us the correct account name.

  Business response

  04/23/2024

  Gallup Propane separated the two location years ago because it was always being delivered to the wrong location. We have tried over and over to make sure that the delivery gets to the right location but as was stated it is the customers responsibility to correctly order for the right location. The account is on a will call basis. It takes 3-5 business days for delivery. After ordering you know you will be getting a delivery within those days. The driver always has to go out 2-3 times before delivery is made because the gate is locked. As with Billpay payments, which the customer goes through their personal bank and puts the wrong account number on it. When she contacted us to pick up the tank on 4/22/2024 she again said ***** ******, which is in **** *****. The staff member said, " You want the tank picked up in **** *****?", she then yelled at her and said, "No the one on Cousins Road!", that location is under her husband's name ******* ******. So again, here we are double checking on the location and getting yelled at by her because she keeps saying the account under ***** ****** and not ******* ******.  You should always treat people the way you want to be treated. Customer service is very hard when it comes to utilities. When staff is treated inappropriately, tensions are high on both sides. When we get yelled at for things that are out of our control it gets frustrating. Under no circumstances was race ever a factor!  The customer has switched companies, our tank has been picked up, and a refund will be issued within 30 days. I do apologize that she fills she has been mistreated and that was never the intent from any staff member. 

  Customer response

  04/25/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  When I called the office, I did not yell. I don’t yell at people. I try hard to be a respectful individual and try hard to be polite. I have worked for the federal government for 44 years and have an above satisfactory rating for all those years. I did not talk to Shawna, I talked to another lady on the day I called. 
  

  I really wish that ****** would just admit that she is mean and always hostile when I do business with her. When our tank was being set up, the driver for ********* said that ****** treat her customers like that so we have had to change tanks for people too. ****** needs to stop lying and just admit that she needs to treat her customers in a respectful manner.

  ****** keeps saying that I call to do business with them. In my household I’m the one that takes care of the business for my household. My husband has had two heart attacks and has trouble so I do all the business interactions. Why is this this even an issue? 
  

  I need an apology from this business. 

  I am requesting my money to be reimbursed as soon as possible. 
  
  Regards,
  
  ***** ****** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

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