ComplaintsforAbsolute Propane

• Initial Complaint

  02/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been overbilled due to faulty installation of a propane tank by Absolute Propane and have been trying to get this matter resolved with them directly since November 2022.I had a second propane tank installed on my property at **** Pascal Court for dedicated energy for a newly installed Generac generator. The propane tank was installed on 8/11/21. Aside from a weekly monitoring check which uses minimal propane, the generator was not ever in use until from the time of installation through to the most recent ice storm of January 2023. This complaint is prior to usage billed prior to the January 2023 ice storm.When the **** gallon tank was installed, the cost to fill the tank for the first time was $1729.80. Four months later, Absolute Propane, on a normal visit, filled the tank again at a cost of $632.13. I thought this was odd since the generator was never in use, so once I was billed, contacted the office to question the charge. They told me it was the weekly monitoring that had used that much propane. I contacted Generac and they confirmed that the monitoring doesn't require nearly any of what had been used. 4 months later, Absolute filled the tank AGAIN, again with no usage in between. I contacted them and asked them to come check for leaks (they had installed the tank). They checked for - and found 7 - leaks and admitted that they had done a faulty installation on 11/1/2022. At that time, they refilled the tank again at a cost of $1754.70. So the net of it is that I have paid a total of $4831.30 for four fills when, given usage, I should have paid for only one of the fills. I was credited $701 on 1/9/23, but I'm not sure what that even ties to. The manager has not returned my calls since November 2022. I would like a total refund of all but the initial fill, which would be $3102. Net of the $701 refund already applied, the remainder due to me is $2401.

  Business response

  03/10/2023

  First I would like to say we at Absolute Propane value all customers business and concerns. Although this type response in not one we like to see but if we learn from our mistakes then there was value behind it.

  With that being said I will explain the reason for the continuous fills the customer received. ******************** offers a delivery type labeled keep full or auto fill to our customers. Hence the name, we maintain the propane level so the customer does not have to remember to check their tank level or call for delivery. Its a automated process with price break in gas and eliminates out of gas fees.

  We did find a series of small leaks but were fixed upon discovery. Leaks that in no way would reflect in the amount of gas the customer is requesting refund for.

  We did refund in the amount we thought would be a fair assumption.

  There is a possibly that the generator did use this amount of gas. We have requested a log that would show the generator usage but have not received at this time.

  We at Absolute Propane are more that willing to address our issues and make it right. Finding the right answer is the challenge at hand.

   

  Absolute Propane
  

  Customer response

  03/30/2023

  Complaint: 19397667
  
  I am rejecting this response because:

  Their response does not resolve the issue and I am still owed $2401 for their faulty installation. I have also attached here a summary from the Generac provider that can be used to calculate the systems usage since installation, which is the information that will confirm that the majority of the fuel depletion was due to leaks upon faulty installation. 
  
  

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

  Business response

  03/30/2023

  Absolute Propane first and foremost apologies to customer, *********************, for the inconvenience she has experienced.

  We have reviewed the provided information from the customer, as so previously requested, in attempt to review all information at hand, to reach a conclusion in the matter. Absolute Propane will refund the customer the amount of $2401.00, a part from what had already been refunded in the amount of $701.00. which would conclude that that Absolute Propane has refunded the customer the entirety of $3102.38.
  ********************** did have a balance due on the account for a delivery made to her other tank, on her property, for an amount of $1198.19 leaving a credit to be refunded in the amount of $1202.81. Please refer to the attachment, included with this response, for the credit reference for the amount of $3102.38 applied to the account and ************************* account balance before credit and after credit was applied as of 3/30/2023.
  

  Customer response

  03/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  Can you have the business confirm how the credit of $1202.81 will be delivered to me?
  
  Regards,
  
  *********************

  Customer response

  03/31/2023

  Complaint: 19397667
  
  I am rejecting this response because:

  Can you have the business confirm how the credit of $1202.81 will be delivered to me?
  
  Regards,
  
  *********************

  Business response

  03/31/2023

  Absolute Propane has applied the credit, of *******, back onto the credit card, ending in ****, for *********************. We have attached the confirmation of refund. Also, if ********************* would like to advise how she would like, Absolute Propane, to keep her account active or terminate.

  Customer response

  03/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

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