ComplaintsforSalem Propane

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called on January 9th to get my propane tank filled as I had 13% of fuel left. Gave them enough time to get me on their list. They didn't fill my tank and on January 18th I ran out. I called the emergency number on the morning of January 19th but it went to voicemail. The regular business phones just put you on an indefinite hold and their email's got bounced back. I ended up driving to their office at 9am on January 19th to plead with them to fill our tank. They replied they are doing the best they can, but it wouldn't be that day and most likely not the weekend. I once again called their emergency line on the evening of January 19th which promptly went to voicemail. It is Saturday January 20th and we have no heat and rely on some old kerosene heaters thank God I had kept. We always pay our bills and actually have a large credit with this supplier so it isn't the case we aren't paying out bills. This is unacceptable to do to people in the coldest snap of the year. From the looks of recent ****** reviews, we aren't the only ones with this problem. While Salem Propane is out filling customers that HAVE fuel, they are ignoring customers that have run out and need their help. UNACCEPTABLE IN EVERY SENSE OF THE ***** If not illegal, it should be!

  Business response

  02/09/2024

  Good Afternoon,

  Yes he did call @ 13% but we have always said that we have A **** Business Days to deliver. We always try to deliver propane earlier than that, thats why we tell customers to call @ 30%-20% so there is plenty of time to get everyone.

  As I explained to customer, unfortunately we had 2 drivers call off 2 days in a row. Which cost us appr ****** deliveries for those days. I called ******* that weekend after drivers called off and was sent 2 drivers to help us out. I did feel awful, but we had to get caught up and try to get to everyone, as I can not control drivers calling off.

  I have been doing this for 19 yrs, we are a great company and pride ourselves on our loyalty and great service. This situation was out of my control and we have never had an experience like this  before and hope never again.

  And yes customer does have a credit, has to pay upon delivery so they have been making payments and have built

  To help the customer with this I did a $100.00 Credit on their acct.

  Thank you,

  ***********************

  Customer response

  02/12/2024

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *********************

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• Initial Complaint

  02/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I called on January 21st, with 15% left in my propane tank to schedule a delivery. The call was simple and I was informed I was added to the delivery schedule. Fast forward to January 31st, I ran out of propane, so I call the business to check the status of my delivery. Upon calling I find out a delivery was attempted on the 24th but due to weather they were unable to make my delivery. I was never notified of the attempted delivery or put back on the schedule for a new delivery until my call about being out of propane. I called on Wednesday February 2nd, wondering the status of my delivery, and I was told it would be delivered tomorrow the 3rd if they are making deliveries (major ice storm). They did not make deliveries that Thursday or Friday, understandable with the weather. Monday the 7th comes and by end of day I still have no propane, day 8 without heat. So again, I call and am told tomorrow. Each time I remind them I have four small children in my house under the age of 6 and no heat. Tuesday I call back and am given another excuse and again told tomorrow. Wednesday February 9th, the truck finally comes stops at the end of my driveway and says can't stop roads to bad and turns around. The office calls me and tells me driver is unable to deliver due to road conditions. I tell her this is my tenth day without heat and I have children and she tells me to call road crew they won't deliver until the road is clear. I called my local road crew they came and made sure my road was clear and I called the company back to only get a voicemail. Today is day 11 with not heat source. I understand that mother nature is a factor in my situation, but they are a company that provides fuel for my heat source. I only use my heater in the winter and don't understand why the company is not equipped with the necessary vehicles to face the elements during what I can only presume would be the busiest time of year for them. They have never offered any other solutions.

  Business response

  02/14/2022

  Dear ***************************,
  
  
  
  The following is Salem Propane's response to ************************* letter.
  
  
  Over the past few weeks ************** has experienced an unprecedented Winter Storm named ******. ****** dumped over a foot-and-a-half of snow and a half inch of ice in many places here in ************** in early February. Additionally, immediately after the storm the region experienced an Arctic Blast of cold air dropping temperatures into the single digits for multiple days. This combination is the worst for delivery drivers trying to drive on the roads and even more difficult to safely go into customer driveways because the snow and ice remain without melting. The snow and ice makes for treacherous conditions for the trucks and drivers. The whole midwest and eastern part of ******** was shut down due to the storm including many businesses in the Mahoning/********** counties. Salem Propane Team prides themselves on delivering to their customers in a reasonable time frame pending weather conditions. We tell our customers to call us when their tank reaches the 30% level to allow for enough time to deliver in the busiest time of Winter. When weather conditions become impassable it is even more important for customers to call to allow for enough time to make a delivery to the customer's tanks because it takes longer to make deliveries in bad weather.  In this situation after the storm hit, Salem Propane attempted to deliver four separate times to this customer's home, but the road to their house and driveway were impassable with a large propane delivery truck. Salem Propane requested the customer call the local Township to plow the road and for her to clear her driveway so a truck could make it up her driveway.  Finally, the customer contacted ********************** and said the township plowed the road and she could receive a delivery. Salem Propane then completed a delivery to fill this customer's tank at their home on Saturday February 12, 2022. 
  
  Additionally, when the customer is participating in ****** EAP ************ Assistance Program) there is an added step in the process before a company can come deliver propane to their home. The State must first approve the request for **** and once this confirmation is received by the company then a delivery is approved for delivery. This process adds time to the process of confirming a delivery for a **** customer. This customer does participate in the **** program adding an additional step in the delivery process. 
  
  
  ***********************
  Office Manager
  445 ******************************************************* 44460
  ************

  Customer response

  02/14/2022

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  *********************

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