ComplaintsforMatheson Gas

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After Matheson filled my gas tank & billed me. I felt strongly they were being dishonest with my bill & usage. I ask them to remove my newly filled tank and refund me. Matheson refuses to refund me. After they told me they would refund me.

  Business response

  10/13/2022

  The Customer is going to receive her refund, it is taking a bit longer than normal. The refund department have been asked to step it up to help resolve her complaint.  

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In December, a driver was delivering propane to my residence. However, I was unaware they would be delivering that day, so the back gate was locked as we have a German Shepherd. The driver instead of realizing it was locked for a purpose, began to yank down on our fence which caused the inside lock to wiggle loose and also caused damage to the fence, and posts that connected the gate. When the area manager, Gerald Caulfield, came to inspect, he specifically told me that Matheson would pay for the damages but I needed to get him an estimate. I had a business come look and give me a $500 estimate. This was sent to Gerald on 1/24 and he mentioned it may take a month or two to see payment. To this date I have not received payment, I went into Matheson to pay my bill and he mentioned that I would be receiving a letter, which apparently they had sent on 3/7 but I was at work and they did not deliver this. I asked him what the letter was regarding and he said that they thought $500 was too much and were only going to offer me $200. It has been almost two months and I have yet to see any funds, the $200 offered is a complete joke considering now I would have to pay additionally $300 for my gate and fence to be fixed back I working condition. In addition, since the gate has been broken we have had high winds and snow which has began to pull the other parts of the fence down to expand the issue. I have considered legal recourse, though I do not want to cause any further issues or stress. I have since then gone with another propane company and have paid $1200 just to get their service so I could get away from Matheson. At one point, I had video evidence recorded by my Blink security cameras, however I did not realize that after 30 days it deletes the old files.

  Business response

  04/15/2022

  
  On February 17, 2021 Mr. ****** opened an account with Matheson Tri-Gas as an Auto delivery Customer. This means, Mr. ****** would receive propane deliveries on a regular monthly schedule. We offer this service for the convenience of the customer, to save them from having to monitor propane levels and avoid run outs. We made the first delivery Feb. 17, 2021 and then again on August 3, 2021 and were scheduled to and did return on December 9, 2021.
  

  During that time Mr. ****** installed a fence encircling his property which included Matheson’s property (propane tank). According to our records, we did not receive notification from Mr. ****** concerning the installation of a fence or any updated instructions. OSHA / NFPA regulations require all companies are to have 24/7/365 access to their propane tanks, in case of an emergency.
  

  Mr.****** was asked to any get an estimate and after a complete review of the claim. It was determined that an offer of $200.00 dollars would correct any issue Mr. ****** felt he had suffered. On March 14, 2022, Mr.****** came into our location to pay his past due balance. He was informed of this letter and its offer. He stated he wanted to speak with someone concerning the offer and left the building. After two attempted calls the following week, an email was sent requesting a good time to call. Mr.****** replied that the following week after 3:00 pm would be fine. After a few discussions with Mr. ******, both parties came to an agreement concerning Mr. ******’s Claim.

• Initial Complaint

  12/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Early july I took a 40 lb propane tank in to be recertified they offered me an old repainted tank in exchange for my excellent condition tank I opted to have have my tank recertified. they told me it usually takes 2-3 weeks and would send it out to have done they did say with covid it could take longer and I didn't have a problem with that. I have called and stopped in many times to check on the progress each time they say the will check and call back by the end of day. I never receive a call The last time I stopped in 12/7/21 as usual they said they would check and call back but no call! but this time they said they warned me it could be lost which is false they never warned me of that or I would have taken it somewhere else. I am now out a 40lb tank ( which costs $140 on up) I just want my tank back not a beat up repainted one

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