ComplaintsforFrance Propane Service, Inc.

• Initial Complaint

  10/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  France propane came and filled our tank 4 times in one winter we found out we had a leak in the fill valve so when employee was filling he was putting a huge amount of propane into air which he would of smelled we paid almost **** extra dollars to pay for propane that went into the air. We have a wood burner and fireplace in house which was used all winter only thing that uses propane in house is furnace we kept our heat set to 64 degree's all winter since we used wood to heat our house we insulated the whole house including windows and furnace ran for at the most 1 to 2 hours a day due to the fact we heat our house with wood

  

  Business response

  10/12/2022

  This customer contacted our office in February requesting a leak check.  We were on site and performed a pressure check of the system that showed no leaks in the service line.  When the service tech was soap checking the fittings on the tank he noticed a very small leak at the base of the filler valve.  In the customer's complaint they mentioned that large amounts of propane went into the air when the tank was filled; this is not accurate, the filler valve was not faulty,however the threads where the filler valve is secured to the tank had a small leak that was only visible when applying leak detector soap.  The service tech repaired the leak before leaving.  After the service call was complete the customer contacted our office and requested some sort of refund. This type of leak is very small and difficult if not impossible to quantify.   We explained this to the customer but agreed to credit them $100.  We felt that this was much more than what was actually leaked out and thought that we were being more than fair.  We had not heard from the customer since last spring so we thought that the matter was fully resolved until we received the email from the Better Business Bureau. 
  

  In regards usage, with the exception of when the house was vacant the deliveries are in alignment with the historical gallons used per heating degree day for this house.
  

  If the customer would like to contact our office to discuss the matter further, we would be happy to address any questions that that they have.

  Customer response

  10/16/2022

  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 appear below.
  
  [Please type your response here.]
  We contacted the company after discovering on our own that we had leak after going through over **** gallons of propane in 5 months. Owner was very rude and talked over my fiance telling her she has no idea what she is talking about not letting her get in a single word. They refunded us *************************** their response it was way more than fair. When I talked to owner and tried to state what we were asking I was talked over and harassed by owner to point of even calling me stupid for thinking he would pay us anymore. We were told by delivery driver it was leak on fill valve now they are saying it wasn't on fill valve this company has been ride every time we have called trying to get this figured out from receptionist to delivery driver to owner all very unpleasant and unprofessional. Last fill was February 14th when leak was fixed we have used 15 percent of propane since fixed. During times before we were going through 15 percent a week. We have fireplace on main level wood burner in basement we were burning wood 14 hours a day keeping our house warm and comfortable with furnace only on maybe 6 hours a week tops. The only thing that uses propane in our house is the furnace. Owner tried to compare to average usage when house was empty 3 out of 5 years previously before we moved in. Everyone else we know with propane told us they fill at most 2 times a year France propane was coming almost monthly just racking up our bill we are a family of 7 5 kids myself and my fiance. Because of their outrageous leak there were things our family couldn't afford during this last winter. We want the real refund we deserve after being taken advantage of. I myself installed **** SQ ft of insulation we put plastic over every window and our house is brick with all these factors and the fact we burned through over 7 cords of wood this is outrageous we finally contacted BBB after talking to family and friends with propane themselves and they are the ones who suggested this complaint. Owner was very angry at fact I contacted BBB. We just want what is right for our family we are asking for one free fill and remaining balance wiped out. France propane leases tank so company should of dealt with leak without us having to contact them to do so. At the rate our propane is going down we will only need one fill this year compared to the 4 we had last year.
  Regards,
  
  *****************************

  

  Business response

  10/18/2022

  Please see attached word document.

*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. ↩