ComplaintsforAmerican Distributing
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Complaint Details
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Initial Complaint
06/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We are on a prepay schedule for the propane delivery. The propane was accidentally delivered to our house on 5/27/2022. My husband has been having heart issues and has not been working lately so this was not my priority as we did not order any fuel. We have other bills that are in need of being paid and we did not have the extra 221$ at the moment. Besides we still had 30 gallons of propane and the only thing that uses it is our stove. We would not need any for another 2 to 3 months. The 16th was the due date given on the invoice and while I was at work they showed up and disconnected our tank holding the fuel we have already paid for hostage and they locked it and charged us an extra 260$ now they claim we owe them 483$. So we asked for zero propane still had enough for a substantial time period and now we owe 483$ on a 220$ **** that was disconnected on the due date. They admit that they were not supposed to fill it and will not remove the extra disconnect fees nor will they turn on our service all because of their mistake.Business response
06/21/2022
This response is in regards to the complaint filed by *********************.
On 5/27/2022 an American Distributing (A.D.) propane driver delivered propane to ************************* residence in error, as she is a Cash on Delivery (C.O.D.) customer and Will Call which requires a call from her to schedule a delivery. An A.D. representative attempted to contact ********************* to inform her of the error and find a way to rectify the situation. A message was left on the contact phone number that we have for her, asking her to contact our office regarding this matter. There was no response from *********************; therefore, a second phone call was made in attempt to make contact to resolve the situation. A message was once again left on her contact phone number and a message was left on her husband's contact phone number with no response. A.D. then tried to contact ************************* landlord to see if he could reach out to ********************* and have her contact our office. Once again, there was no response, and one final message was left letting ********************* and her husband now that we would be disconnecting service until contact was made with our office regarding this matter. On June 17,2022, ************************* service was disconnected until the situation could be resolved. This could all have been avoided had ********************* returned one of our phone calls. We wanted to speak with her to discuss a resolution, one of which was for her to keep the fuel from the delivery as eventually she would be using it, or if she preferred we could pump the fuel out and credit the delivery from her account. A.D. has recognized and admitted that the delivery was made in error, we simply wanted to speak with ********************* to find a resolution that would work for her.
Sincerely,
*********************
Customer response
06/24/2022
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,
******************************* Due to my work hours it the company is closed by the time I am able to be on my phone and respond. They have indeed offered to reconnect my propane I am just not currently available to be there to deal with the pilot light relighting as the stove requires 6 pilot lights to be lit and my husband is clueless about how. I am grateful though that American Distributing is willing to remove the disconnect fees and let me pay in the near future for the fuel rather than cause more stress for my family. With a little luck this situation will come to a close soon.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.