ComplaintsforCountry Visions Cooperative
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Complaint Details
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Initial Complaint
12/13/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
In November, we received a bill via **** from Country Visions Cooperative for a non usage fee on our propane tank. Our propane usage has not changed in over 10 years. This is the first bill of the kind that we received. After calling Country Visions Cooperative, we were informed that a notice was sent out early 2023 regarding this. We have no record of ever receiving any sort of notice. Country Visions Cooperative has yet to provide any sort of proof that this notice was sent. We received a new bill with a finance charge for December. Since this has happened, we have purchased our own propane tank and had it installed and filled by another company. Country Visions Cooperative still has yet to pick up their propane tank from our property.Business response
01/08/2024
Country Visions provides propane to customers for various appliances in their homes. The propane is used for furnaces, water heaters, cooking, and fireplaces. Country Visions owns propane tanks and leases them to customers. The lease fee is based on the amount of propane that is delivered to the tank on an annual basis. When a customer does not use a minimum amount of propane, Country Visions charges a fee for having the tank sitting at a property. As the cost of propane tanks increase, Country Visions adjusts the fees we must charge to have a tank sitting at a customers property and not being fully used. In October of 2022, Country Visions sent a letter to all customers that had not used a minimum amount of propane informing them of the change in rental terms.
This customer had not used the minimum amount of propane in the past year and was sent a rental fee in accordance with what was stated on the October notification. After receiving the billing for the fee, the customer decided to purchase their own tank. The statement submitted by the customer in this complaint is dated November 30, 2023. Country Visions was notified on December 4, 2023 that the customer had purchased their own propane tank and no longer needed our tank. Country Visions picked up our propane tank on December 11, 2023 and credited back the rental fee to the customers account. The customer does not owe ***************************************** anything at this time.
Respectfully submitted by the ** of Energy and Retail at Country Visions Cooperative.Customer response
01/11/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
***************************Initial Complaint
01/13/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Company did not notify me they were coming to pick up the propane tank I still had propane I paid for in the tank. Now refuses to pay me back for the propane. They are very rude when contacting.Business response
02/08/2023
Our accounts payable department has already been notified to send a refund check to ***************
Customer response
02/13/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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. A formal apology would be nice, but if that the type of business Country Visions wants to run that's just one i will stay away from.
Regards,
*********************
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.