ComplaintsforKeystone Propane Service Inc

• Initial Complaint

  11/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 9/10/22, I called Keystone to inquire about the current cost of propane. Three days later, I called the company to ask why there was a Keystone label on my tank. Without notice, they placed an adhesive bond label on my tank. The agent claimed that their records showed that the tank was being leased from them. When I explained that I owned the tank, they told me that the burden of proof was on me. Keystone purchased *****************, I was doing business with ** since 3/14/12. ** invoices clearly stated that the tank was ** customer-owned. Keystone's first day of service was on 8/20/14, never did they question the ownership of the tank until I called to question the gas price on 9/10/22. On 9/16/22, I was outraged that a company would try to bully a customer out of their property however I do keep my bills in order and sent them the necessary information to prove I was the owner. On 9/19/22, I received an email from keystone agent, ********** stating that the operation manager ***** determined that the tank was believed to be owned by me. That a work order would be created to remove the label the next time they were in the area. On 9/20/22, since there was no mention of the exact date for the work order; I called the company. The agent, ************ told me that the removal of the label had been submitted but would not be scheduled until 12/2022. I asked to speak to a supervisor because I shouldnt have to wait three months, they vandalized my tank. The agent responded by hanging up on me. Not wanting to be disrespected any further, I sent ********** an email. I explained the above-mentioned and wrote that in business it takes 30 days to resolve an issue. His company was falling short of this protocol. No response to the email.On 10/24/22, ******** from Keystone called. She informed me that on 10/20/22(one month since last email), They sent someone to remove it, but due to the temperature, they were unable to remove it. Therefore, they scheduled a work order for May/2023.

  Business response

  11/18/2022

  Keystone Propane is sincerely sorry for any inconvenience this may have caused.  This decal was not installed maliciously nor was it any attempt to claim property that was not rightfully ours.  This was nothing more than a simple mistake.  These decals do not remove easily in cold or cool weather so therefore, we will be waiting until spring or some time when daytime temps have been consistently in the 70's and then we will be out to remove the decal.  To imply this was anything more is simply not true, to even suggest that this was an act of maliciousness is not accurate, it was a mistake and we are very sorry, and we will rectify when we can do it appropriately.  Thank you.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We received a billing statement from Keystone Propane about $250 for not using Propane. If they would of sent a letter saying we would charge a low usage we would of told them to take the 2 120 lb tanks and replace with a 100 lb. It has been a week and they still didn't get the full tanks out. The price of Propane is dropping. ***************************** is the name of account. We feel like it's way too much money for a first time billing. It's a summer home. ***************************** got a second billing for the $250. Both tanks are full and we want the rebate to go on bill and not wait the 30 days or so for there rebate. We want this resolve now.

  Business response

  08/23/2022

  We will pick up the tank.  Jbt

• Initial Complaint

  03/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'm a 100% Disabled Vet that recently used my Va Loan and moved to my new residence.. I contacted the above business to unhook the propane tank from fireplace to allow me to use wood in fireplace for warmth in December 2021. Agents were often rude giving me excuses on why they couldn't service their customer expeditiously.. Finally an extremely rude male employee setup a service call for 02/22/22. They failed to call the day before/day of as promised, and took it upon themselves to give me unrequested fuel and charged me $122.05 on 02/24/22 without my knowledge or my consent to do so! This tells me they were here and failed to do what I requested at my expense additionally. My experience with this company has effected me financially (Higher electric bills), as many of the physical and respiratory ailments I've been suffering from would be greatly aggravated if exposed to colder weather for prolonged periods. This has been also causing duress, vexation, and aggravating my overall mental health, which I've also suffered from since my military service for this country. I would like them to cancel their bogus charge, refund my money for remaining fuel, pay for me to transfer to another propane service company (Because of the inconsiderate inconveniences to my family and myself! ). I can furnish a copy of the statement if requested. I'm currently trying to fix my scanner. My account number is: *****

  Business response

  04/01/2022

  We will be happy to pick up tank and credit customer for fuel in the tank.  

   

  Thank you.

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