ComplaintsforVander Yacht Propane Sales

• Initial Complaint

  01/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  VanderYacht Propane are crooks!I have video proving that on a day I was charged for propane the operator did not even attempt to touch and or fill the tank.They also removed the tank with 40% propane (which had not been filled since MAY) but they kept trying to fill it and I would stop them.They stole from me and now have sent me to collections.Collection actions need to stop AND the bill must be removed.We have had CHS for 1 month now, zero fill required and only 5% usage over the winter.This company NEEDS to be on watch, and all tanks needs to be monitored as they are stealing.ALSO the "manager" was going to call his dispatch and show him the video I sent, and I never heard back.I have 100's of emails to all levels of this company and not one response.

  Business response

  01/21/2024

  To whom it may concern:

  I provided gps information to this customer showing our truck at her RV in ********************** park, I had the driver go back and verify it was her tank that was filled and showed usage records verifying a reasonable possibility of usage. We have had several deliveries in parks that are monitored by cameras, one where we went back-took a video while walking around the site including the lot number and serial number of the tank-and he called an hour after our appointment time wondering why we didn't show up. I sent him the video and he quietly paid his bill. I relayed all of this information including offering to meet her half way on her bill and was treated abusively, called a liar, accused of altering data etc. I don't know for sure but I believe her emails were replies to E-bills which is an automated email that cannot be responded to, which I explained to her a couple times. We have documentation of many attempts to make contact with her by phone and postal mail, all without response. When she finally contacted us again, the call was forwarded to me and she told me the lot was sold in March of 2023(?) and since the account was closed and the tank picked up with the propane in question remaining in the tank, which was half gone by her own admission even though she doesn't use it, I cleared her account leaving her a zero balance due. Please understand that if we gave away our propane everytime a customer claimed they didn't receive a delivery, even when we show reasonable proof of delivery, word would travel fast in these RV parks and everyone would be trying to get free propane. 

  To summarize, this customer truly believed we didn't deliver and no amount of proof or documentation would sway that belief. She was unwilling to even discuss solutions other than a full credit which wasn't reasonable, and she wanted us to continue service, only changing suppliers after we removed our equipment. We do our very best to work with all customer disputes and reach solutions that feel fair to the customer and minimizes our loss. We are sorry that in this case we left the impression of ignoring and being unreasonable. That is not in line with how we operate. 

  Thank you for your willingness to see both sides and not just allow one sided complaints to damage reputable companies. 

  *********************

  General Manager

  VanderYacht Propane

  Customer response

  01/29/2024

  To whom it may concern:
  
  
  I provided gps information to this customer showing our truck at her RV in ********************** park
  
  
   *****(PLEASE PROVIDE PROOF as no email was ever sent to me in any date as well I was told by **** that I was going to be CALLED) 
  *********************
  
  
  I had the driver go back and verify it was her tank that was filled and showed usage records verifying a reasonable possibility of usage. We have had several deliveries in parks that are monitored by cameras, one where we went back-took a video while walking around the site including the lot number and serial number of the tank-and he called an hour after our appointment time wondering why we didn't show up. sent him the video and he quietly paid his bill. 
  
  
  *****This is not applicable, another customers issue with is not mine.
  ***********************
  
  
  I relayed all of this information including offering to meet her half way on her bill and was treated abusively, called a liar, accused of altering data etc. 
  
  
  ***** abusively, that is laughable. Im a business owner and after 7 months of being ignore you would understand and I was never offered any such half way ever. This is false. I was upset because if the fraudulent charges, but seriously? No . 
  ***********************
  I don't know for sure but I believe her emails were replies to E-bills which is an automated email that cannot be responded to, which I explained to her a couple times. 
  
  
  ***** I replied to those in the beginning (first month) but then went to the website, alas no email, I did offer to forward all the emails, I went to LinkedIn and got all the executives email - sent to the ********** **** ********** accounting many different departments. A few times! 
  ********************
  
  
  
  
  We have documentation of many attempts to make contact with her by phone and postal mail, all without response. 
  
  
  When she finally contacted us again, 
  ***** they called me. I did not initiate this call as I also sent letters as per my lawyer. 
  
  
  the call was forwarded to me and she told me the lot was sold in March of 2023(?) 
  
  
  ****** Never was for sale, I called to let them know that I want to have auto propane stopped because I did not believe it was trustworthy after 4 other customers mentioned at a fire there mishaps with auto fill and was never listened to. 
  
  
  And since the account was closed and the tank picked up with the propane in question remaining in the tank, which was half gone by her own admission even though she doesn't use it, 
  
  
  ******* there is 40% left from the last real fill I paid, funny that I was getting charged $200 a month where thats not even possible.   We didnt gave any fills since spring and look - crazy, didnt need $200 a month because we are there for 6 days a month? Its a vacation property! I also suggested there could be a leak, never checked. 
  ********************
  
  
   cleared her account leaving her a zero balance due. 
  
  
  ***** that never happened! is this recent because that never happened! 
  
  
  Please understand that if we gave away our propane everytime a customer claimed they didn't receive a delivery, even when we show reasonable proof of delivery, word would travel fast in these RV parks and everyone would be trying to get free propane. 
  
  
  To summarize, this customer truly believed we didn't deliver 
  
  
  **** I can show the videos. Its not belief there is proof! He didnt touch the tank! Not at all 
  
  
  and no amount of proof or documentation would sway that belief. She was unwilling to even discuss solutions other than a full credit which wasn't reasonable, and she wanted us to continue ser****, 
  
  
  
  
  *****This is not true, he told me I was lying and that he would confirm with his dispatch (offered to send the videos he declined - although I did email accounting the Dropbox link) 
  
  
  I did not want to continue ser**** at all / was waiting to empty the tank then gave it sent back to them / I said multiple times that I was done with them? But needed to get through it all. 
  ****************
  
  
  
  
  only changing suppliers after we removed our equipment. 
  
  
  **** they were contacted 1 month before and delivered one week after, they are amazing. 
  
  
  We do our very best to work with all customer disputes and reach solutions that feel fair to the customer and minimizes our loss. We are sorry that in this case we left the impression of ignoring and being unreasonable. That is not in line with how we operate. 
  
  
  Thank you for your willingness to see both sides and not just allow one sided complaints to damage reputable companies. 
  
  
  ***** I have been nothing but kind and honest. I do not chose to speak to anyone but our office to compare the dates, and the BBB as they can take into account all of the moments. 
  
  
  *****I did not want any refund I just want the bill cleared and to move on!   Its been a terrible experience and we are very pleased with CHS. 
  
  
  
  
  
  
  If the bill is at zero, they keep the 40% propane and we will never cross paths again. 
  
  
  The only resolution will be the bill being wiped out as the evidence I have proves there was no contact with the tank and thats fraud. 
  
  
  We can close it based on that. 
  

  Business response

  02/13/2024

  I am double checking to make sure the account has been zeroed and no further collection action will be taken. The best I can do at this point is to apologize for the inconvenience and know that this wasn't taken lightly on our side. So, please accept my sincere apology and VanderYacht Propane wishes you the best in your future endeavors. Skagit is a fine company and I have never heard or had a bad thing to say about their operations.
  Sincerely, 

  *********************
  General Manager
  VanderYacht Propane, inc.

  Customer response

  02/13/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have used Vander yacht for about three years now. I rented a meter from them yearly so they could tell me when I was low, since I am legally blind. It worked great for a long time. Someone would call me and say youre at 20% should we schedule a fill up? And it would happen. In the last year they let me run out totally, and then I kept having the phone to see what my meter reading was because I thought I was getting low the next few times. The last time I called I talk to someone named **** and he said I wont tell you what your reading is; why dont YOU tell ME what it is? I explained to him I rent the meter from your company because Im blind and I cant see the meter. And then he did a goofy voice and said oh really youre blind are you? And I said yes I cant see the meter and thats why I rent the meter from you so you can keep track. And he said dont worry honey well come out tomorrow. And I said do I need it and he said I said well come out tomorrow. And I said please only 150 gallons if I even need any. And he says I said well come out tomorrow and he hung up. They filled my tank completely which is 300 gallons and I couldnt afford that much. But I paid it on my credit card. I resolved that I would never use their services again. I then got a **** for the rent total of the meter for the year. I wrote back and said come pick your meter up because Im not gonna use you ever again. I dont want you here anymore. And then I just got a **** for a top off of my tank for $400. They did not authorize it and I wouldnt have allowed it. Obviously they were just trying to get sales while they could get the highest price on propane. I wrote back and said this is unacceptable and they refused to answer me. All I have are emails which I cant forward unless someone contacts me by email. And my account of the phone conversations.

  Business response

  04/03/2022

  *******,

  Please be aware that it is never our policy to overfill an order or top off a tank unrequested. Orders for specific gallons do require driver interaction to stop the delivery at the specific gallons requested and that request gets missed by the driver or the ticket entry person on rare occasions. Because of this possibility we have a company policy of reversing the charges for the overfill and delaying the billing until such time as the delivery would be needed or requested. At that time the propane is billed at the then current rate so as to not affect the customer financially. If you called in to inquire about your overfill and were not offered this solution please let me know so that I can address that as well as this current mishap.

  When you called to check on your tank percentage it sounds like you got to our service department rather than your dispatch team. Not all employees have access to the tank reading program and **** wouldn't have been privy to that information. Yes, he should have been more tactful and also relayed you to your dispatch team and for that I sincerely apologize. In your case, and for one other customer that we provide this unusual service to, we have your tank monitor set up to notify your dispatch team at specific percentages so that you can be contacted to place your order. I will find out if there was a malfunction in this process for your account or if you hadn't reached the notification level and, at a bare minimum, make sure that the remaining customer that we provide this service to is being taken care of.

  If it is your desire to change propane providers I will personally handle this transaction to make sure that the transition is seamless and without any unnecessary delay. If you need references please let me know so that I can aim you towards other quality providers.

  In closing, please accept my apology and know that I will take action to make sure that future customer interactions are handled with more politeness and a higher level of service.

  Best,

  *********************
  General Manager
  VanderYacht Propane

  C: ************

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