ComplaintsforHeritage Cooperative, Inc.
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Complaint Details
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Initial Complaint
04/05/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My husband and I moved into this home and had our propane tank checked and filled in December of 2021. January 2022 we were out of propane and noticed a leak. We called to get a refill and have someone check it again. **** **** is who serviced our tank both times and said to reach out to his manager **** for compensation on the loss of all the propane from his mistake. My husband ***** **** has left several messages with **** and we have not heard back. It has been almost 3 months and they have not reached out to us to help solve this problem. I tried again today and got no answer. I would like to be refunded for the fuel the employee caused us to lose due to over looking the tank.Business response
04/20/2022
Referencing Complaint #********
1st Choice Energy Services, the energy division of Heritage Cooperative, filled the customer’s tank as requested in December. A safety check was completed at the time of the fill and no leak was detected. In January, the customer called in for a delivery of 250 gallons and believed there to be a leak, so the office staff sent technician to check system. The technician found a small leak on the Bonnet assembly or on/off valve on the tank and replaced the O-ring associated with this part. Bonnet assemblies are notorious for leaks once O-rings go bad. 1st Choice Energy technicians go through the same steps every safety check looking for any drop in pressure detected by the gauge. This is a key part of the process for propane technicians.
When the customer asked the technician about reimbursement for lost gas, the technician referred the customer to the propane manager at the Urbana office. It appears a miscommunication about the customer request followed. 1st Choice Energy is known for delivering exceptional customer service and this experience did not reflect that.
Upon being made aware of the situation on 4/19/22, the 1st Choice Energy propane manager contacted the customer offering a credit on their account to resolve the issue, but the customer requested to have their tank topped off instead. The customer’s propane was delivered on 4/20/22, the situation has been resolved and the customer is satisfied.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.