Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had paid tankfarm $190.75 on 3/21/25 to fill my propane tank. Two days later I received a letter from Tankfarm informing me that they was dropping me as a customer and I would have to find another provider for my last two payments being one week and 11 days late. After being super confused called to confirm this was correct and what about the tank that I just had refilled ? Was informed they would not take the propane tank until the tank it was 10% full !!! After speaking with them two days later my (full) propane tank was picked up.. I once again contacted Tankfarm and told them they had picked up the propane tank ? Tankfarm proceeded to tell me they would be issuing me a refund within a few days. After 5 days called Tankfarm back because didn't receive my refund , was told they was waiting on a feild ticket from ******** and could take up to 4 to 6 weeks. I then asked if I should reach out to ******** myself and they said no they would look into it. So called Tankfarm a 3rd time and told them I reached out to ******** and they had record and was informed that it could take 6 to 8 months this time for refund.. I then received a text message from tank farm informing me that Keystone charges 200 dollars to pick up the tank..Keep in mind Keystone didn't pick the tank and at this point Tankfarm is giving me the run-around for the refund.

  Business Response

  Date: 04/16/2025

  The customer got a delivery on 12/21/24 for $154*76* Per the terms and conditions payment is due upon receipt of the propane*   This bill was not paid until 1/3/2025* The customer got his next delivery for$****** on 3/3/2025* It took the customer until 3/21/2025 to pay this bill*   

  Tankfarm does not deliver the propane * We assign each customer to a propane supplier* The propane supplier in Mr * ********* area is Keystone Coop* ************* delivers the propane at our discounted price* They submit the invoice to us and we bill the customer* We then pay ************* for the propane* Due to Mr* ********* poor payment history we decided to terminate the account* We informed Mr* ******* that we would no longer be servicing his account* I have attached the signed Terms and Conditions *  I have copy and pasted the section that states* If Tankfarm or customers cancels the account they forfeit all remaining propane in the tank* In short, we are under no obligation to provide any refund*  

  Keystone Coop charged at $200 dollar fee to pick up the tank* ************* sent us refund of $8*27* We have requested a check request in that amount* Mr ******* will be mailed a check for $8*27 shortly* 

   

  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, monitors, 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*

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They stole equipment from previous supplier during install. Have contacted them about it. They have not resolved. Previous supplier billed me. TankFarm has done nothing to fix it. That bill is now in collections. I'm not paying for Tankfarm's theft of ******** others have stated in their complaints, ** lies about 'market price'. There is no objective market price or methodology available. They charge whatever they feel like charging. They need to stop calling it that.I'm certain that, based on my experience with integrity to date, that they will remove the tank without any notice with the goal of punishing me for ending my service with them. What better way to get back at ex customers than to leave them without utilities for a long stretch?And, frankly, their referring to their terms and conditions in responses to complaints is disgraceful. It's not like their sales people explain them to you when you sign up. And i guarantee you every employee including ****** don't read the terms of everything they click and sign. It's disingenuous. If they care about their terms that much, explain them in the ****

  Business Response

  Date: 03/24/2025

  There was no equipment stolen. Here are the notes on the account. Please note that his happened almost a year ago.  Provanta( the propane supplier that was assigned to him ) used the pavers from Ferrellgas(his previous supplier) As you can see by the notes. Provanta returned the original pavers back to Mr ***** Mr **** agreed to take them to the ***************** directly. Secondly, Mr **** is upset because he signed the Terms and Conditions without reading them first.  We have ****** customers and all of our customers sign them.  *********** had an issue with the terms and conditions that he signed in JUNE 2023(almost two years ago) s. *** should have brought them up then.  Mr **** called in today very upset. He cancelled his account in February 2025 . He was upset that he was unable to use our tank monitoring system.  Mr **** did not want to be a customer but he still wanted to use (for free) our tank monitoring system.  

   

  See below for notes on the account. The notes go from the bottom up.(earliest notes are on the bottom.  Provanta gave the pavers to Mr **** and he was supposed to(he offered) to return them to Ferrellgas.  Reminder this happened almost a year ago.  He signed the terms and conditions almost two years ago.  He is just upset that he cancelled and cannot use our monitoring system. 

   

  
  bothered b/c can't see app. I told him **** is closed out. He's at 38% ******** ***** Mar 24, 2025 8:48 AM

  
  ?? Let me be clearer. I dont want my tank filled by Tankfarm anymore. If you want I can just cancel my credit card but thats not how I wish to proceed. KW emailed we'll pick up tank a ******** ***** Feb 25, 2025 10:05 AM

  ******* ****** 6:51?AM (1 hour ago) to me, ******** Good morning ***** will be going to ***** Shahs today to swap out the block and he will be taking it to ******* Gas in ****, so they should adjust her bill. ****** ***** No 05/06/2024 edit
  ****** ***** <***************************************************************> 10:36?AM (0 minutes ago) to ******* Good Morning, ******! It was nice speaking with you earlier. I have spoken with Provanta and today they have gotten in touch with ******** ******* has specified they would like their paver back rather than one of Provanta's that they swap. Provanta will be scheduling a time to come pick up the paver from your tank and replace it, and then they will return it to ******* and ****** will be able to issue you a refund. I will let you know once it is picked up - so you are able to ensure ******* issues you a refund for the paver. Thank you! ****** ***** No 05/01/2024 edit
  ******* ****** 9:06?AM (1 hour ago) to me I just got off the phone with ******* AGAIN. They are unreal! They want their paver back not one of ours so I will have to have our technician come and replace the paver that is under there now so that we can return their original paver. They are once again supposed to call me back with the location that we can return the paver. I will talk to the technician to see when he can come replace paver ( I would think by early next week, but I will confirm). Let her know we apologize for the inconvenience, and we are working to get this resolved. ****** ***** No 05/01/2024 edit
  Called about the paver situation - wants an email with resolution. ****** ***** 8:46?AM (0 minutes ago) to ******* Good Morning, *******! Were you able to contact ******? The ****** called me and are getting a bit antsy about getting this handled. What do you think would be the best option moving forward? Best, ****** ***** No 05/01/2024
  

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23108299
  
  I am rejecting this response because:

  False. I never got the pavers. Your notes state that provanta will take them to *******. Regardless, Provanta never brought them to me and no one ever called me on it. You're welcome to take them to *******
  
  Sincerely,
  
  T ****

  Business Response

  Date: 03/25/2025

  Our notes indicate the Pavers were dropped off at your house. YOU agreed to drive them to ******* gas in Eerie.  This happened in May 2024.  There has been no communication since then (from you ) re this.i am not really sure why you are bringing this up now.  I can only guess that you(Mr. ****) are upset that we took the tank monitor.   Per our conversation , you will call us when the tank is empty and Provanta will pick up the tank.  

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23108299
  
  I am rejecting this response because:

  here is excerpt from their own notes. 

  note provanta will pick them and and THEY will return them to *******  

  why do I care now? Because ******* referred it to collections.  They got tired of waiting for TF too

   

  
  ******* ****** 6:51?AM (1 hour ago) to me, ******** Good morning ***** will be going to ***** Shahs today to swap out the block and he will be taking it to ******* Gas in ****, so they should adjust her bill. ****** ***** No 05/06/2024 edit
  ****** ***** <***************************************************************> 10:36?AM (0 minutes ago) to ******* Good Morning, ******! It was nice speaking with you earlier. I have spoken with Provanta and today they have gotten in touch with *******. ******* has specified they would like their paver back rather than one of Provanta's that they swap. Provanta will be scheduling a time to come pick up the paver from your tank and replace it, and then they will return it to ******* and ****** will be able to issue you a refund. I will let you know once it is picked up - so you are able to ensure ******* issues you a refund for the paver.

   

  
  
  Sincerely,
  
  T Shah

  Business Response

  Date: 04/07/2025

  I believe we have already responded to the complaint. I have enclosed the signed *erms and Conditions. *he customer's first complaint is that

  He did not read it before signing the * and C more than two years ago.  I am not really sure what to say about that except that the customer does have to sign before becoming a customer.  He is welcome to cancel his application at any time.

  *he customer is saying that our partner supplier (Provanta "stole his pavers" a year and a half ago.  Provanta did not steal anything. *hey installed the tank and used the existing pavers. Provanta left new pavers for the old company to take. *he old company wanted the old pavers back. Provanta's notes said they returned the pavers.  *he last communication about this from customer was on 5/2024. Page one of the * and C are pretty specific about Tankfarm's responsibilities re the pavers. here is the section

   

  RELA*IONSHIP AND RELEASE
  Tankfarm manages the relationship with the fulfillment partners but does not make any deliveries or provide tank
  service directly. By using this website and Tankfarms services, you acknowledge and agree that Tankfarm is not
  responsible for any claims or damages resulting from any supply, delivery, or maintenance by any of Tankfarms
  fulfillment partners or companies that provide propane or service to any propane tank. By electronically signing this
  agreement, you hereby release, waive, discharge, absolve, agree to hold harmless and covenant not to sue the
  Company and/or any of its subsidiaries, affiliates, partners, representatives, agents, successors, assigns, employees,
  officers and directors, from any and all liability, loss, harm, damage, injury, cost or expense whatsoever, including
  without limitation, property damage, personal injury and/or death, which you, your heirs, executors, administrators
  and assigns, had, now have or hereafter may have, by reason of any matter connected in any way with my access of
  this website or the services you receive as a Tankfarm Member or user including, but not limited to, any action, claim or
  suit for personal injury or loss or damage to property

   

  *he customer's other complaint is that we were not transparent or honest re the pricing. I copy and pasted the section(page one) on pricing. 

   

  Tankfarm is proud to assist you in obtaining better rates on propane supply and service, but nothing should be
  deemed to be a guarantee of any specific discount, as competitive prices may change without notice.

   

  *he customer is also not entitled to any refund .  I have copy and pasted from * and C.(page 3)

   

  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, monitors, 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.

  In closing, I would like to point out that the customer was not happy re the pricing . He made other arrangements. We closed his account.  It was only after we closed the account that customer brought up these issues. I believe they have been addressed. Please see attached * and C.

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23108299
  
  I am rejecting this response because:
  Lies. Im using that the company says I only now brought the paver issue to their attention and meanwhile they have notes from a year ago. Obviously truth means nothing.  
  And the fact that they are relying on the terms and conditions saying they have no responsibility for the provider is just plain awesome. So they collect the money and basically say since they contract the work, they have no obligation whatsoever.  Its a legal work of art.

  Sincerely,
  
  T Shah

  Business Response

  Date: 04/07/2025

  Hello

  The customer has provided no new info. In fact the customer has not brought up any new facts.  The company returned the pavers.The customer said they did not.Classic example of "he said she said"   This happened almost a year ago. The customer is saying the Terms and Conditions are unfair . Yet he signed them willingly before becoming a customer. The Terms and Conditions, specifically say Tankfarm is not responsible .  We consider this matter closed. 

   

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23108299
  
  I am rejecting this response because:
  You may consider as you wish. Again. Your own notes show your provider was to return the pavers. But, as yo have plainly stated, you are standing behind your terms which you never discuss with customers. But that position is the surest sign of being untrustworthy. 
  Why not terminate the supplier? That would show you care about theft. 
  Sincerely,
  
  T ****

  Business Response

  Date: 04/22/2025

  I am a little confused re the entire process. We have responded to Mr ****** complaint. I have scrolled through the complaint and response.

  1) nothing was stolen from Mr ****** property on January of 2024(more than a year ago.  our supplier company ******** used one of the pavers to set the tank. This is a common practice. Provanta left new pavers there.  Mr ****** previous company wanted the original(not new pavers back) Our notes indicate they were returned. We have had no communication with Mr. **** since 5/2024 on this matter.

  We have provided our terms and conditions. The terms and conditions specifically state Tankfarm is not responsible for any damages to customer's property. Mr. **** signed that Terms and conditions . He claims in his complaint that he did not read it.

  The terms and conditions also describe how we do the pricing.   See previous attachment for terms and conditions. 

  Mr **** terminated his account on 3/2025.  There was no charge to cancel.  He is free to use any propane company that he wants.  

  Again for future reference please refer to previous Tankfarm replies to complaints.  Mr **** has made the same complaints over and over again. Tankfarm has responded to those complaints. Again see terms and conditions which customer signed.  

  We consider this matter closed. 

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:01/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was with Tank farm becuase they charged lower rates for propane. I switch they start raising the rate, then they stop wanting to deliver even though I am still on my budget plan, they put my deliveries on hold in the middle of the winter, I have 2 children and an elderly woman here. I have attached full long winded complaint to this as a word doc. when I switched to a company that takes ****** grants, I told them to come get their tanks and to credit me what was left in the tanks to my balance with them and I would work out a payment with them to pay off my balance and I told them they DO NOT HAVE PERMISSION TO CHARGE ANY OF MY CARDS that I have on file, not even a moment later that's exactly what they try to do. It's not the first of the month nor was it a normal charge that they would charge me it's like they are trying to see how much they can possibly get and they tried charging those cards till 4am. this is credit card fraud this is illegal and they are a scam.

  Business Response

  Date: 03/04/2025

  Hello 

  ********* ****** is not a customer of **********************. The customer account was put under the name of ***** ******. We have a signed Terms and Conditions from ***** ******.  I have copy and pasted the original application .  The customer was on a monthly level pay plan where in the terms and conditions state that if the monthly payment is not keeping up with the amount of propane being used,  additional payments or payment increases will happen. The customer denied these increases several times so we had to put a stop on all deliveries. The customer then put a stop on all payments so we were required to close the account. There was a balance on the account of $1,214.17. The customer refused to pay that. It has been sent to our legal department. 

  Message from TankFarm:
  ***** needs to be supplied with 2x120 gallon tanks located on the back right of the house. Current tanks there are 2x120 gallon tanks owned by ***********. Capacity level is around 30%. Schedule for inspection and tank delivery to be first available afternoons only. She is aware of the 4 weeks waiting time. She understands autofill and monitoring. Number on file is ******* daughter **********.
  
  
  ********************************************************************************
  
  New TankFarm member:
  Supplier: *************
  Name: ***** ******
  Email: *********************************
  Address: ***********************
  Address2:
  City: *********
  State: **
  Zipcode: 18466
  Cross Streets:
  Phone: **********
  Phone2:
  Owns Tank: No
  Tank count: 1
  Total tank size: 240
  Underground tank: No
  Propane use: dryer-clothes, hot_water, primary_heat-small
  Annual usage: 650 gallons
  Price tier gallons: 501+ gallons
  Delivery type: auto
  Tank location: Back of house right
  Pre-inspection tank level: 30
  Previous supplier: Hellers gas
  
  

• Initial Complaint

  Date:06/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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.