ComplaintsforTruax Corporation

• Initial Complaint

  10/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday afternoon, 9/30/2023. I brought two "Flame King 100lb ********************* Propane ******** **************** (Model #: YSN100HOG) to the gas station in *******, ****** for refill. The employee DID NOT open the vent on either tank when filling them. A few days later, the temperature outside rose to above 85 degrees and one of the tanks began to leak liquid propane through its relief valve. I reoriented both tanks to the vertical position and opened their vent valves. Liquid propane vented for over one hour, before changing to vapor so I could safely close the vents. According to the manufacturer of the tanks (******************************************) the tank volume is 25 gallons. I had to dump ten gallons of propane into the atmosphere in order to achieve the ********* volume of 80% that is set by the physical dimensions of the vents on the two tanks. A tragedy could have resulted from the company's negligence in failing to properly train and supervise the employee, should the leaking tank have caught on fire at home or while I was transporting it. Fortunately, I am only out the $30.00 worth of propane that I had to vent to the atmosphere.

  Business response

  11/03/2023

  I received notification from the Better Business Bureau regarding your propane tank refill experience at a gas station in *******, ******.  My apologies that your experience at the location did not meet expectations and caused an inconvenience.  

  Can you please confirm the location address and time that you visited *********** station.  We do have more than one location in Newport so the address and close time approximately will help me process your request quickly.  I will complete an investigation once I can confirm the site address so that we can correctly answer your response.  

  Our goal is to always offer the best customer service experience possible.  Thank you for bringing your concern to our attention.  Should you have any immediate questions, please do not hesitate to contact me at **************.  

  Customer response

  11/07/2023

   
  Complaint: 20708557
  
  I am rejecting this response because:  It is not a response at all.  I responded to this communication when it was sent from Truax, directly to my email.  I responded with the gas station address: "************************************************;** 97365"
  
  Sincerely,
  
  *****************

  Business response

  11/15/2023

  ************, 
  
  Our priority is always the safety of our employee and customers.  We appreciate the fact that you brought to our attention a concern at one of our locations.  This allows us to quickly address any issues that we may find in our investigation of your statements.  Please let me know when we can exchange the propane tank you currently have for a full one filled by the propane company.  This should eliminate any concerns that you have regarding the tank in question.  We have offered to refund your money through our standard protocols.  We can forward a refund to you outside of our standard procedures since this concerns you.  Please provide an address where we can send your refund check.
  
  I am sorry that you feel a lack of remorse from our companys actions.  Once we received your concern from the better business bureau, we quickly responded to you and have swiftly remediated any further issues from occurring at this location.  We reviewed the video footage of the day in question and while we did not find a match to your statements adjusted our processes on site regardless.  We do want to ensure you feel peace of mind so again will offer to exchange the tank for you and forward a refund for the $30.00 of wasted propane. 
  
  ************ please again accept our apologies for the inconvenience you experienced.  Should you have any further concerns please reach out to me directly at *************. 

   

  Regards,
  *****************

  Customer response

  11/19/2023

   
  Complaint: 20708557
  
  I am rejecting this response because:

    Truax claims that I am lying and claims to have video evidence, providing immunity for Truax.  Truax offers to place my cylinder into a pool of exchanged cylinders so that if anything is wrong with the cylinder, the people that it will then harm cannot tell where it came from, providing immunity for Truax.

    First: I do not have one cylinder that Truax has overfilled, but I have two.  Their video evidence of a single, exchangeable cylinder is of the wrong filling.

    Second: There is no exchange service that exchanges 100 pound propane tanks.  Both of my propane cylinders, that Truax has overfilled, are 100 pound tanks.

    Third:  Truax's plan to hide my tank(s) in somebody else's inventory is immoral.  I would never consider joining Truax in this scheme and will, instead, monitor my tanks for defect and keep them in my safe location.

  Sincerely,
  
  *****************

  Business response

  12/12/2023

  While there is no evidence ************ was at our location on either video review or receipt provided on the day mentioned we did try to reach out several times to him to offer a refund of $30.00 and to refill a tank.  ************ refused as per the email stated, "Keep your money and your lies to yourself".   Our company maintains a high level of safety protocols so also reached out to the location referenced in the email and addressed the concerns to ensure continued safety standards are met.  

  We tried to resolve the issue with ************ via email on 3 occasions by offering to refund the $30 and requested an address to mail the refund.  We also offered to send a company to his home to deal with the tank.  ************ refused these offers. 

  A final email was sent to ************ closing the customer case since he refused any of these offers. 

  Business response

  12/12/2023

  While there is no evidence ************ was at our location on either video review or receipt provided on the day mentioned we did try to reach out several times to him to offer a refund of $30.00 and to refill a tank.  ************ refused as per the email stated, "Keep your money and your lies to yourself".   Our company maintains a high level of safety protocols so also reached out to the location referenced in the email and addressed the concerns to ensure continued safety standards are met.  

  We tried to resolve the issue with ************ via email on 3 occasions by offering to refund the $30 and requested an address to mail the refund.  We also offered to send a company to his home to deal with the tank.  ************ refused these offers. 

  A final email was sent to ************ closing the customer case since he refused any of these offers. 

  Customer response

  12/13/2023

   
  Complaint: 20708557
  
  I am rejecting this response because:

  I refuse to play games with the dishonest Truax representative, but will continue to search for others to join with and rid our community of this negligent business.
  
  Sincerely,
  
  *****************

*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. ↩