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ComplaintsforRoche-A-Cri Gas Services, Inc.
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Complaint Details
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Initial Complaint
01/16/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Roche A cri said they delivered 203 gallons of propane, when I know they only delivered 150 gallons.Business response
02/10/2022
SEE ATTACHED
Regarding the complaint filed with your department here is our response that is requested. On December 3 rd, 2021 the customer contacted our offce and ordered 200 gallons. It was not noted at that time the percentage full that the gauge of the tank read when ordered by the customer at that time. Our driver mrived December 7th, 2021 and delivered ***** gallons into the propane tank. The starting percentage was 38 and ending was 72 as noted by the driver. When the office receives the drivers delivery ticket it is entered into the software (second party) and the ending percentage is physically entered by offce personnel. They are only prompted to enter the ending percentage and the computer automatically calculates the beginning percentage using a mathematical calculation based on the size of the storage tank. It does not compensate for temperature as our bucks do. Propane ***** meters are temperature compensated to a temperature of 60 degrees Fahrenheit as noted on the delivery ticket and mandated by state and federal regulations. They are tested annually by a 2nd party tester and randomly tested by the ********* ********** of ******* and Measures. So in essence, 200 gallons should raise the percentage of the tank by 40% if indeed the temperature of the fuel was 60 degrees Fahrenheit. When the temperature of the gas is below that is shrinks and above that it expands. On a 90 degree day the percentage would increase approximately 43% instead of 40 and on a O degree day it would increase approximately 36% accordingly. Propane expands and confracts with temperature. With that being said we believe that the gauge on the tank may have some slight form of a defect. We have verified that the gauge in question is indeed for that particular size of tank yet the beginning and ending percentage seems to be a few degrees of percentage off based on the temperature and time of delivery. Since the complaint we have delivered to that location again and it does appear to be some type of malfunction in the gauge. However, it is important to note that the actual amount of propane delivered into that tank is correct regardless of what the percentage gauge of the tank reads. We are aware of the problem, and will work with the customer to rectify his complaint. But once again I would like to assure the complainant and yourself that the amount of propane that was paid for was most certainly delivered into that tank regard
Customer response
02/11/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed
My problem does not stem from they way the system works, it is that the delivery person is lying about the staring percentage.Plus the **** and the person I called at Roche a cri said the driver reported the starting percentage was 31 percent. I never heard of 38 percentUntill this notice. On the **** it says 31 percent and 71 percent as start and finish. Which is 200 gallons. But I called whenMy tank was at 43 percent and 3 days later the driver says 31 percent. I have been taking pictures of my gauge every week,Since I suspected this problem last year already. There isno way I used 12 percent in 3 days. The coldest part of thisYear took 2 1/2 weeks to use 12 percent. I pre ordered 400 gallons so I could track the fillings better as they only deliver200 gallon minimum. 40 percent to 80 percent equals 200 gallons. Also I just got my second 200 gallon delivery and itIs off also, UT not bothered same amount as the first delivery, explain that. I belive the driver shorted me appx 75 gallons total. At $1.83 per gallon.Regards,
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.