ComplaintsforDiSanto Propane

• Initial Complaint

  07/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On March 24th 2022, I advised I was moving out of my reisdence and had sold to a young couple who gave this business their information on the spot. I was told it would be 6-8 weeks before I would be refunded. However, they did not refund me but sent me a bill for something they did without permission from me. They claimed they did this to fill the tank to determine how much fuel had been left so they could determine how much to refund me. However, they continued to bill me and then had the nerve to charge me interest. Then there was $38 credit on my account they did not reimburse. I received another bill recently indicating they had picked up the tanks and they were still charging me for fuel I did not order in the sum of $118 and some cents and a late fee on that amount. However, they did not reimburse me for the $38 dollars. They figured out a way to charge me even more money by charging me a handling fee and tax. In addition to all this, they would not deliver fuel when I requested it, and even though I explained I was unable to get to the tanks to find out how much was in them due to physical disabilities, they still refused to bring me fuel, stating, "no exceptions". I think this violates American with Disabilities Act. I had to wait until the snow melted and I could get back there to check how much was left in the tanks. I was furious with this company and I would not recommend this company to anyone else, especially if you have a disability.

  Business response

  08/02/2022

  Called business and this was relayed:

  We have given the consumer a refund.

  Customer response

  08/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.] While DiSanto may have issued a refund, they did not refund my money in full.  They still owe me the $118 they charged me for fuel I did not order and the money was not refunded but taken out of the money they owed to me.  Then there is the matter of the $38 that was credited to my account they used toward the fuel I did not order nor authorized and I was told I would not be charge for it and in the end I was.  They still owe me money.  To add injury to insult they charged me a late fee on the remaining balance of the fuel that I did not order and was told I would not be charged for because they needed to "fill the tanks to determine how much fuel was left in the tanks so they could reimburse me".  They continue to send me bills and each and every time I called I was told "It is not a bill". Sure they gave me a refund but not after charging me a late fee, $118 for the unauthorized fuel and $124 dollars for picking up the tanks that I did not authorize for them to do so.  The charge should've gone to the new couple who wanted to do business with DiSanto and then changed their minds.  Possibly because DiSanto has become a less than stellar business with no customer services skills and are disrespectful to their customers and violate Americans with Disabilities Act.  
  
  Regards,
  
  **** ******
  
  
  
  
  

• Initial Complaint

  03/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In September 2021, I asked to buy the underground propane tank from diSanto that is in our yard. They refused to sell it. We told them we want it removed and they said they would send someone out to take a final reading and assess the situation. At that time we told them we were switching suppliers and no longer needed their equipment or propane. At the time we had overpaid our contract so they also owed us $641.38. They never came, they kept our money. They have also charged us 6.48 plus tax monthly for the meter they did not come to get. We want the tank out, we want credit for the meter charge, we want our money back. The person we just talked to insisted that the meter charge is because the meter is still at our house. It is at our house because they have not come here to get it. Also they charged us in november2021. December 2021 And again in Feb 2022. It makes no sense.

  Business response

  03/17/2022

  The customer requested the tank to be removed on November 17th, 2021.  Given the time of year it was not feasible to remove the tank at that time.  The underground propane tank is scheduled to be removed on Thursday, March 24th, 2022.  At the time of removal a final meter reading will be taken and any charges for gas usage since the last reading will be applied against the credit balance on the account. An adjustment will be made to remove the December through March basic meter charges.  A refund will be processed for any outstanding credit that remains on the account upon the completion of the account being finalized and closed.

  Customer response

  03/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *******
  
  
  
  
  

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 10/29 I paid $1251.97 to have propane delivered. We do not have a contract and pay in advance for delivery to be made. On 11/4 the delivery was made and invoice was left for $922.55. I contacted merchant and spoke with Nicole DiSanto and asked about refund of the $329.42 difference. I was informed that refunds are not given only credit. I was not interested in credit. I told Nicole I would dispute the difference with my bank (which I did). We do not have a contract and we will not be using their services as we continue to have issues with Nicole and we will be moving which is why we do not have a contract. Nicole left me a voicemail stating she would have the propane tank picked up even though we paid for the gas in it. I contacted our landlord and he called Nicole but got nowhere with her. He recommended we park our extra car in front of the tank in case they tried to pick it up while we were looking for another company. On 11/10 my 13 y/o daughter informed us that a man came to the house harassing her as she and her sister were waiting at the door for the bus. Even after my daughter told him her parents weren’t home he continued questioning her about why our car was parked in front of “his” tank (which she had no knowledge of). My daughter was very uncomfortable and too nervous to close the door on him. She described him as being “aggressive”. We later found out that DiSanto picked up the tank leaving my family with no means for heat or gas for cooking. We had to get a hotel room for the night as the temp dropped to 32, and eat out. I am seeking a refund of the money paid for the gas which is $922.55, the price of the hotel room for myself, husband and daughters and dinner from ***** **** *******. The soonest we could get another company to set up new service is 11/11 which was done as an emergency due to our situation. DiSanto had no regard for the welfare of my family because Nicole chose to be vindictive and unprofessional. This behavior is deplorable.

*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. ↩