Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was approached by tankfarm to switch from existing propane supplier based on a fair price and delivery promise. They offered to cover the cost for pump-out/restocking fee from old supplier and committed no tank pick up or pump out charges at the time of service termination. Based on the commitment, I signed a contract on Jan 4th, 2024 and tank were installed/filled on Jan 29th, 24. I was given a G.C. for the restocking fee charged by last provider. However as per my recent service experience, I gave the disconnection notice to Tankfarm on Jan 17th, 2025 and am waiting for tank pick up and refund. As per automatic delivery, the delivery is supposed to made at around 35% but supplier kept topping up whenever they were in neighborhood. Now I am being told that there is no refund for remaining propane in tank which shows at 45% and tanks will not be picked up before spring. I need the tank to be picked up at the earliest, as I have no fixed space for new one and it is causing serious discomfort during the winter season. They are also backing out of the contract where they mentioned no termination fee and full refund for remaining propane at current market rate.

  Business response

  02/11/2025

  I have attached the signed agreement that Mr. ****** has signed. I have also copy and pasted the section that pertains to cancellation. We do not reimburse for unused propane.  Mr. ****** was aware of that.   Most propane companies do not reimburse for unused propane. Mr. ******** previous company did not reimburse him for unused propane either.  See attached and copy and pasted section.

  You agree and acknowledge that if your account is terminated for any reason by Tankfarm or by you, then Tankfarm's
  propane supplier will remove all propane tanks and equipment, and that you will forfeit all propane remaining in the
  tank for no consideration or credit given therefor. You agree that you shall pay full replacement costs for any propane
  tank(s) and related equipment that you do not return or for which you hinder or prevent the return or removal.
  You agree that should legal action be commenced against you for non-payment of propane, or the failure to return
  Tankfarm and/or the suppliers equipment that you will be liable for all reasonable costs associated with the same to
  include, but not limited to attorney fees.

  Customer response

  02/11/2025

   
  Complaint: 22863705
  
  I am rejecting this response because:

  This is not accurate based on the sales practice and promotional offers provided at the time of switching to Tankfarm. The sales representative falsely promised no disconnection charge and the previous company paid for the remaining propane after adjusting the restocking/pump out fee(See attached). It is universally accepted practice across most of propane supplier to credit back for unused propane.

  1. Automated delivery was suggested to be made at 30% capacity, why was the last filling done at 60% and without notice?

  2. Why am I getting reminders from Propane Supplier to pay for last refill when there is more than double remaining amount left?

  3. The tanks have not been picked up even after more than a month of notice and I have no other options than to advise for Tank Storage change for the period when Tanks are still sitting in my property and blocking access to get a new connection.

  4. The text from signed agreement is under Usage of Provided Propane Equipment and a typical hidden fine print intended to provide undue benefit to business. There is no section in document covering the disconnection procedure to likely have this ambiguity  As a customer, the  benefits were explained on the sales call and as they had paid for prior switch, and as the Propane Supplier confirmed the remaining Propane will be credited after adjusting tank pick up fee and hence disconnection was requested. For the entire duration of service contract, all payments since initial connection have been made directly to Propane supplier and Tankfarm never set me up for any payment. I expect the supplier to provide parity and provide refund for remaining amount of fuel.

  
  Sincerely,
  
  Br Ranjan

  Business response

  02/13/2025

  1. Automated delivery was suggested to be made at 30% capacity, why was the last filling done at 60% and without notice?

  As you wrote automatic delivery is suggested at 30 %. But it is not required. Automatic delivery means the supplier can deliver anytime they want to.

   

  2. Why am I getting reminders from Propane Supplier to pay for last refill when there is more than double remaining amount left?

  Takfarm does not do the billing. ************ does the billing. You would have to forward that question to them.

  3. The tanks have not been picked up even after more than a month of notice and I have no other options than to advise for Tank Storage change for the period when Tanks are still sitting in my property and blocking access to get a new connection.

  The tanks belong to ************. They will schedule a pick up. 

   

  4. The text from signed agreement is under Usage of Provided Propane Equipment and a typical hidden fine print intended to provide undue benefit to business. There is no section in document covering the disconnection procedure to likely have this ambiguity  As a customer, the  benefits were explained on the sales call and as they had paid for prior switch, and as the Propane Supplier confirmed the remaining Propane will be credited after adjusting tank pick up fee and hence disconnection was requested. For the entire duration of service contract, all payments since initial connection have been made directly to Propane supplier and Tankfarm never set me up for any payment. I expect the supplier to provide parity and provide refund for remaining amount of fuel.
  
  

  We do not reimburse for unused propane. YOU SIGNED the document agreeing to that. 

   

• Initial Complaint

  06/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Back on January I was thinking of switching propane companies to find one closer. So I used Tank farm once and then paid them for it. But then after investigating and checking on propane prices several times along with the company I decided not to use them and I called both Tank farm and All American the propane company they use to cancel service with both of them on February 1st, and then again on February 5th. Because I had decided to stay with my current propane company. After this they still sent me several edocs to put a monitor on my tank to read the propane level. I declined this service and did not sign any of the contacts because I was using my original company. Then months later out of the blue on May 22. I had a decline on my card and then ****** from tank farm text me that they had put propane in my tank way back on February 26th and demanded payment. I told her no I cancelled with tank farm along time ago. And I had stone propane put propane in my tank on February 29th in the amount of .364,18..Plus I never received anything from tank farm. why months later on May 22 would she try to debit my account and text me demanding a payment for something that I never authorized in the first place.Why would I have both companies deliver propane. I had canceled with tank farm way back on February 1st but they still had never canceled out my account. She told me to send the receipt from stone propane for the propane on February 29th and I did. Then she text me that she was working on my account. Then said send me an invoice with your address on it. Now instead of investigating it further she demands a payment. Why did they not have a ticket way back in February to give me for propane and why would they wait all.of this time until now several months. I had the other propane company put propane.in it on February 29th. I have all of the text messages she sent me saved along with the receipt from the other Company proving that I went through a different Company.

  Business response

  06/03/2024

  Hello

  The customer never cancelled their service with us.  We have no phone records or text messages of customer cancelling their account.  They have submitted to you a receipt from another propane company. The customer said they can provide text proof that they cancelled with Tankfarm/All American. They should provide that proof. The way the program works is that the customer is a member of ********************** and serviced by a local propane supplier. The supplier we use in ** is All American. All American will deliver the propane then submit the invoice to us.  We then process that invoice to the card on file. The customer had a delivery from **********************/All American in January (which they paid).

  I have attached the delivery ticket for the 2/26 delivery.  I am not sure why it took All American so long to submit this invoice to us.  But they did deliver. When we tried to process the payment it was declined for insufficient funds.  Here are the facts

  1) the customer can provide no proof they cancelled the account with **********************

  2) even if they thought they did cancel , they should pay for the propane that was delivered(it is propane they will use) We are even willing to do a payment plan

  3) we have provided proof that the delivery was made

  This is not a fact but from our viewpoint it looks like customer does not have the funds to pay for the delivery. They are now looking for an excuse not to pay for a service/product that they received. 

  Please let me know if you have any questions. 

   

  Customer response

  06/12/2024

   
  Complaint: 21790259
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******************

   

  Hello, I could not go back any further on my call log because it was months ago. There is this call made in February to tank farm. There was no tank contract signed with tank farm because I decided to cancel instead.I was using stone propane at the time so why would I use both because tank farm puts a monitor on your tank after you sign up through them. I called both them and their parent company that they work with that delivers their propane to cancel. They mysteriously don't have any notes or documents that I ever called which is weird. They also never sent an invoice. And  they wait until ****** later then try to debit the account and say It's owed. If you call to cancel a service but instead the company never cancels you but then blames you who's fault is it. I used them once then paid for that service. Then I tried to cancel with them because they were alot more then my original company. They need to take responsibility for what they did. If after several calls I am telling them to cancel and they do not whose fault is it. Then they try to blame the customer by saying without directly saying that I didn't have the funds. I told them don't deliver if they are working aka through another company they should also be communicating with that company. It's bad business etiquette to not communicate with the company that they are working with then to turn around and blame the customer. I have the receipt from ***** propane that they put propane in the tank. If they did deliver it was not approved because I called to cancel with them several times, Then if they just showed up and decide that is their problem. It was not a mutual contract and I don't like Companies trying to bully me into their services by doing what they decide and not listening. It's bad business practices and I wonder how they are even in business at all.

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