ComplaintsforGriffin Oil & Propane Co

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I just built a brand new custom home. Our builder recommended ******* but all they ended up doing is scamming us out of ***** for what they claim was for pipe installation that they had to install on behalf of the builder since the builders plumber didn't do his job. ******* never informed me of any sort of pipe installation nor did they ever provide an estimate for the pipe installation. The only price they informed me of was for the price of filling our tank. Our builder was the one who contacted them to install propane to our home, therefore just like all of our other contractors who worked on the house the billing should have gone to him. Yet instead of ******* billing the builder, they fraudulently charged my credit card for ** ***without my knowledge or authorization or any evidence that they informed me of that charge. I had to then file a dispute with my credit card to get my money back. Since they did not have my authorization nor any sort of contract that I approved the cost of the pipes they knew they didn't have a leg to stand on so they used disconnecting my propane from my house. I just paid ***** to fill the tank in October but to force me into paying a bill that was not mine they cut off a service that was already paid for. They did this solely to collect the money that the builder owed them. ******* and the builder always do business together so they came up with what they called a "credit memo" to try and make it out like the builder was going to pay a portion of the fee and leave me with a balance of *****. The manager ***** had already stated after I contacted them about the unauthorized charge that they had made a mistake and that the total charge should have been ***** for the installation which means they are a bunch of liars and scam artists. I was given no choice to pay them the ***** if I wanted them to turn back on the propane that I had already PAID for!!! They are guilty of not only being a bad company with bad business ethics but also guilty of coercion. This company needs to be looked into as I see on the *** we are not the only ones who have had issues.

  Business response

  01/03/2024

  We completed a job for the ******s that was initiated by them and agreed to by them alone.  The builder provided a recommendation that they use *******, but it was their choice to proceed with the goods and services that we provided.  The job scope we completed was in agreeance with the ******s and at no stage would the builder have typically covered the costs for the projected installation.  Our contracts are between the homeowner and *******, the builder is not involved in the that contract.  The contract between the ******s and the builder is a separate relationship that I am not familiar with and the ******s would have to speak to.  The builder ONLY provided a recommendation they use us; and after multiple different companies provided information to the ******s, they chose to proceed with ******* in August after a verbal correspondence regarding the installation with a ******* Sales Rep.  The ******s also decided they did not want to establish Net 30-day credit with ******* via credit check and therefore were agreeable to paying for the goods and services via credit card as they occurred.
  
  Our jobs occur in a few phases.  The first is the delivery and filling of a propane tank to the residence.  On 10/05/23 this was completed when the tank was filled with 400 Gls. Of propane.  The propane fill was subsequently paid for by the ******s via c/c in the amount of ********.  ****** proceeded to reach out for a detail of the transaction in which we then provided her account details showing the 400 Gls. Propane and the related taxes & charges.  At that stage, no other installation work had been (or could have been) completed, only the tank was delivered and filled.
  
  On 10/12/23 our installation technician visited the residence to understand the job scope for the completion of the installation that was to occur the next day on 10/13/23.  At that time, he met with ****** and the builder to propose different piping options based on the current progress of the house construction.  At that time, they decided how to proceed for the following day.  At the time as well, it was discussed that the scope was much broader than originally planned because of the layout the builder had provided.  On 10/13/23, 2 ******* technicians completed the installation, and our ******* contract was signed by *******
  
  On 10/13/23, the ******s were billed for all work completed inclusive gas lines, valves, fittings and labor.  Like every installation we do, homeowners purchase all “real property” that is run underground and attached to the house.  This remains in their possession and transfers with the residence.
  
  Since the ******s were COD, ******* ran their credit card for the amount of ***** on 10/16/23, the next business day.  ****** proceeds to call and communicate her displeasure about the amount.  After we detailed the job scope change vs. the original discussion for the amount change, she proceeded to dispute the charge on her C/C and told us to call her husband.
  
  ******* called her husband to discuss, and ****** was subsequently conferenced in the call as well.  That call concluded when ******* offered to call the builder to investigate his recollection.  Also, immediately after that call, ****** called ******* and instructed us to ONLY deal with her on this matter and not to involve her husband.  ******* talked with the builder the next day and immediately called the ******s back and left messages for both ****** 1st and then ********* to return the call and discuss.  After in excess of 30 days of no returned calls, ******* called both ******s again on 12/06/23 to resolve the unpaid ***** COD balance on their account.  They said they would not pay and will be suing both ******* and builder.  ********* was also agreeable that discontinuing service was the best path forward.  After that conversation on 12/06, ******* Oil proceeded on that course and discontinued service on the morning of 12/07/23. 
  
  On the morning of 12/07/23, 2 ******* technicians proceeded to the residence.  Upon completion of the work, they were threatened, verbally cursed & abused and their vehicle obstructed by **** ******* standing in its driveway path.  She proceeded to call the police who questioned our employees, took no further action, and permitted them to go on their way.  Later in the day of 12/07/23, the builder, in good faith, decided to pay for part of the installation and therefore resolve complaint.  ******* then issued the ******* * ***** credit memo for the portion of the installation the builder committed to pay.  ****** proceeded to remit c/c payment for the ***** balance over the phone and their service was reinstated.
  
  This complaint was resolved on 12/7/23 when the complaint agreed to remit payment of ***** and reinstate service.
  
  

  Customer response

  01/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  ******* still is yet to take blame for their negligence of mis communication. They just want to keep trying to cover up their mistakes.  The facts of their provided statement is only partially true and *** fabricated. After reading their google reviews I can see that we are not the only ones who have been taken advantage of by this company.
  

  Shame on ******* for their bad business traits. I would not recommend this company to anyone.

  ****** ******s

• Initial Complaint

  02/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My discrepancy with Griffin oil is that they are operating unethical and have lost site of the cornerstone of business, the customer. On January 18, 2022 i contacted them for an oil fill, in which i was previously aware that they only service my area of Smithfield on Tuesday's which was not a problem. I was told that they may or may not be able to get to my order i said ok thinking, if not this week next week my family can stretch the little we have until then. Proceeded to give my debt card number to the clerk in good faith. 1/18/22 no fill or charge occurred. Tuesday 1/25/22 came and went no oil fill. Now the weather channel is beginning to call for a snow storm this weekend and my tank is now sitting on zero. 1/25/22 9:30am Thinking of my family and my responsibilities to them, I contacted griffin oil and asked to speak to joe an assumed higher up. i explain the situation to joe and he expressed how he was sorry about my bad luck and that there was nothing he could do and he can't promise me anything. At this point I had to make a decision because i can't have my family in the cold during a snowstorm. So i left joe a few messages because he no longer wanted to pick up the phone and talk to me I'm assuming as if i was begging for something free. I notified joe, that if he wished to continue this business relationship then the tank will be filled by Thursday 1/27/22. I checked when i got off work on 1/27 and it was not filled. Friday 1/28/22 i called, requested the secretary remove my card number i gave her on 1/18 and that i no longer need nor desired there services. She said ok and hung the phone up. She contacted me today 2/22/22 asking me why my card wasn't working and lying about me contacting them on 2/18/22 request a fill. I did no such thing and i reminded her that my card was supposed to had been removed on 1/28/22. 2/22 Griffin oil fill the tank operating on there own terms with total disregard to my request on 1/28 Who else are they doing this to???

  Business response

  03/25/2022

  Business Response /* (1000, 6, 2022/03/08) */ Due to seasonal challenges and lack of Mr. ********' pre ordering of propane we could not accomodate his requested delivery dates. In my conversation with Mr. ******** on 1/18 22, if we couldn't deliver that day he didn't want a delivery. Therefore, no delivery ticket was ever printed. Upon follow up by Mr. ******** on 1/25/22 he required a delivery no later than 1/27/22 which was not able to be done due to none of our trucks in that area. On 1/28/22 Mr. ******** cancelled his delivery request with our CSR. Due to an administrative oversite a ticket was printed and a delivery was made on 2/22/22. When this error was identified, our verbal agreement with Mr. ******** was to remove out tank from his property and terminating our business relationship which was done on 1/23/22. As a matter of clarity, Mr. ******** was never billed nor was his credit card ever charged ******* which was the cost of gas delivered on 2/22/22. If there are further questions, please contact myself at XXX-XXX-XXXX. Consumer Response /* (3000, 8, 2022/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) For the simple fact, now you are lying, another violation and attack of my character. Can't even be fully accountable for your actions Sad! Based off of my experience with this company my complaint is legit. Just read there response. You simply just took the truth of what i wrote and twisted it to avoid being accountable. This company showing up on the 22nd of Feb, was not a mistake. It was a deliberate exercise of power over customer and a slap in my face. This company has no ethics what so ever. Accepting half responsibility in this matter is not acceptable to me. But no need for back and forth. *** Where there is smoke there is a fire. I sent you the bill the left me (previously attached) and yet they say they never billed me??? Business Response /* (4000, 10, 2022/03/16) */ In speaking to ***** ******** of *** ******* ******* ******, she let me know that Mr. ******** just wanted to make sure he would not be billed nor that he owed Griffin Oil and Propane any money. When we picked up the tank, he was credited for the propane that was delivered. Mr. ******** has a zero (0) balance with Griffin Oil and Propane. The bill that he mentioned was simply a delivery ticket left by the driver when the delivery was made. If I can answer any further questions, please let me know. Joe ****

• Initial Complaint

  02/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a 150 gallons on a 500 gallon tank. That is the minimum that you can order from this company. My fuel gauge read 20 percent. To calculate how many gallons of fuel is in the tank the following formula is used 500*.2 which let's meet know that 100 gallons was put in my tank. The approximate amount I asked for was 15O gallons which would give me a reading of 500*3. In addition no receipt was left at my residence showing how much was put in my tank. I am missing fuel that has been prepaid for and I would like someone to help me resolve this. I had a total credit of ******* in which I asked that all of that be applied to the delivery made on 2/7/2022. I feels as this is an unethical deed performed by the company. Stealing money or shorting customers is a crime.

  Business response

  03/21/2022

  Business Response /* (1000, 15, 2022/03/08) */ My name is Joe ***** and I'm the propane manager. I will try to answer your questions concerning the propane delivery you received on Monday the 7th of Feb. First let me start by saying that our truck meters are heavily scrutinized by the State Weight and Measures so I'm confident that the total gals. printed on your ticket were actually put into your tank. Secondly, our tickets are numbered from stop to stop every day. Your ticket sales number was XXXXX. The stop before you was XXXXX and the stop after you was XXXXX. There were no stops made to pump any gas between these stops. Thirdly, I verified this with replaying the truck's ****** system. There were no stops in between these three deliveries except for stop signs. We do not use the gauge dial to fill your tank. We use a bleed valve on the tank. When a customer orders a set amount of gallons as you did, the driver can pre-set his pump to cut off at the desired number of gallons as he did at your delivery. Tank gauges and dials can be a little off and no two of them read exactly the same. That is why we do not use them when we fill tanks. In the propane industry , they are considered fairly accurate if they are between 3% and 5% accurate. It also depends on the temperature when the gas is delivered. On a 25 or 30 degree day the gas will compact and tend to read a little less on the gauge than was actually delivered ( which is what happened at your house). If it is warm or hot outside the opposite happens and the gauge tends to read a few more percentages than what is actually delivered. I hope this helps you and if you have any questions, please feel free to call me at XXX - XXXX. Thank You

*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. ↩