Trexler Haines Gas, Incorporated

My wife and I moved into our new house (first-time homeowners) in May and the previous owners used THI for their propane so we decided to continue with them as opposed to giving ourselves more work by shopping around, which turned out to be a huge mistakeMy dissatisfaction started right at the beginning when they charged us $for a "gas check" (which I later found out most companies do for free)They found that the tank was "out of date and needed to be replaced" but would not do it yet because there was too much propane in the tank at the timeNot sure exactly what "out of date" means but seems like it would be a liability whether the tank was full or notThen, months later while outside my wife and I noted the smell of gasIn accordance with their instructions we called the emergency number on the paperwork given to us which states that there is a fee of $for a leak check if NO LEAK is found on THI equipmentTurns out there was a leak in the regulator and the technician shut everything offThe next day they came and switched out the equipment including the "out of date" tank, which apparently now was empty enough to be movedWe later get hit with a bill for the leak check and after struggling for weeks to get a hold of someone at THI we are finally told that the bill stands because the regulator was not THI property, only the tankThey apparently sell the regulators to the homeowners, install them, and then wash their hands of themOk, now I just want to be done with this company, but wait! Turns out they have a fee to REMOVE their tank and the fee is higher if the tank is MORE fullThey do credit you the gas that is remaining, however, the fee for removal is conveniently about the price for a full tank of gasSo not only do they get their tank back to rent to another customer, but they have successfully charged you for the gas that they now have taken backOh, and they are still charging me for the gas leak checkThe reviews on Google are in alignment with my ownI wish I had done my homework ahead of timetl;dr AVOID TREXLER-HAINES, they do not care about you and will nickel and dime you coming and going

My wife and I moved into our new house (first-time homeowners) in May and the previous owners used THI for their propane so we decided to continue with them as opposed to giving ourselves more work by shopping around, which turned out to be a huge mistakeMy dissatisfaction started right at the beginning when they charged us $for a "gas check" (which I later found out most companies do for free)They found that the tank was "out of date and needed to be replaced" but would not do it yet because there was too much propane in the tank at the timeNot sure exactly what "out of date" means but seems like it would be a liability whether the tank was full or notThen, months later while outside my wife and I noted the smell of gasIn accordance with their instructions we called the emergency number on the paperwork given to us which states that there is a fee of $for a leak check if NO LEAK is found on THI equipmentTurns out there was a leak in the regulator and the technician shut everything offThe next day they came and switched out the equipment including the "out of date" tank, which apparently now was empty enough to be movedWe later get hit with a bill for the leak check and after struggling for weeks to get a hold of someone at THI we are finally told that the bill stands because the regulator was not THI property, only the tankThey apparently sell the regulators to the homeowners, install them, and then wash their hands of themOk, now I just want to be done with this company, but wait! Turns out they have a fee to REMOVE their tank and the fee is higher if the tank is MORE fullThey do credit you the gas that is remaining, however, the fee for removal is conveniently about the price for a full tank of gasSo not only do they get their tank back to rent to another customer, but they have successfully charged you for the gas that they now have taken backOh, and they are still charging me for the gas leak checkThe reviews on Google are in alignment with my ownI wish I had done my homework ahead of timetl;dr AVOID TREXLER-HAINES, they do not care about you and will nickel and dime you coming and going

I have had a chance to review Mr***'s account with us, he is correct that the was rarity is in fact five {5} years for parts and laborHowever what Mr*** was billed for was a standard yearly cleaning.Mr*** had called the office on September and stated that “he is
having problems with his fire pfate, it won't stay goHis wifi light and stay on for a few minutes then goes outHe would like 89tmeone to Corne out and check it out “Our service tech went out to the home of Mr*** and found that the fireplace just needed to have the pilot cleaned no parts where needed and no repairs where made at this timeThe five (5) year parts and labor does not include yearly cleaningThe complaint also states that Mr*** had asked the service tech how much the bill would be, at billing is done via the office; any the guys out on the road would not know the cost for parts and or labor, that is something that most customers ask when speaking to the office to set up the appointment.I have enclosed copies of the following ...warranty, our companies Sales Agreement that states that we do have an equipment removal fee it is located in line # also a copy of THI Fee Schedule that Mr***, signed that he received when becoming a customer of Trexler Haines Inchope this will clear up any questions on this account.I hope this address's all of the concerns Mr*** has, if you should have any questions or concerns, please do not hesitate to contact me.RegardsTrexler Haines, Inc

This letter is response to complaint *** *** is disputing a tank pickup feeOn April *** *** contacted THI to have us pick up her tank because she switched propane suppliersShe spoke to *** *** one of our CSA’s*** is very good and thorough when talking to
customers and informing them of any chargesI interviewed her about this customer and she told me that she informed *** *** of the charges.We when to the home and removed the tankThe bill for the pickup fee was then sentThe original credit application as well as our delivery tickets all state the she is responsible for any pickup fees when the account is terminatedI will attach a copy if credit application.In her letter it states that she contacted us in the fall about a gas fireplace installationWe always perform a site visit to quote that type of workThere is no notes that she called or any paperwork that we were requested or performed a site visit for that work.She also states that we would charge her a higher rate for propane if she “would not be considered an ‘On-Call” customer”THI does charge “will call” customers a higher rate per gallon than it does an “automatic delivery” customersThat is normally in the industryIt allows us to control our costs by us scheduling a group of deliveries closely grouped together on the same day.The end of the complaint questions the length of the contractThe customer by doing business with THI on an ongoing basis is agreeing to extend the contractThere is no penalty for leaving THI there is just the cost to pickup the tank.In the area where the customer states the desired outcome she asks “are there any requirements on how the contract should be terminated”It is clearly stated on the credit application that part of the termination is them paying any “equipment removal fees”.Please feel free to contact me if there are any additional questionsI hope that this will bring resolution to this issue

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I did in fact ask what it would cost to come out and look at our fireplace insert when I called but was told I would have to talk to the service department who would call me back to schedule a service callWhen they called back I described the problem of my fireplace not liting correctly as was the case when they came out the one other time (5/31/13) and I was not chargedI asked specifically if warranty would cover and was told that warranty would likely cover the charges but the service tech would have to look at it when he came out to determine The service tech advised at first he could find nothing wrong as unit lit but then he said pilot had a weak flameStated unit may have had an air block in the gas lineAdvised he was going to clean pilot anywayAlso advised he replace thermocouplerWhen he asked me to sign repair order I asked what I would owe, and he said he had no idea but would be minimal since he was there less than the minimum time chargedI have attached copy of work order dated 9/26/which states only "cleaned pilot, lit pilot, unit now works".
The only other time they came out to work on the unit was 5/31/for the exact same proplem I have attached a copy of the workorder dated 5/31/which I was presented by the service tech and signedThis work order states "cleaned pilot unit now lights" We never received a billMy last phone conversation with Trexler Haines I pointed out we were not billed for the exact same work (5/31/and assumed it was covered by warrantyI was told then we should have been billed and it was a mistake that we were not billedNow they claim they replaced the pilot assembly with one they had in stock, we were billed for it and warranty paid for itThis is totally untrueTheir 5/31/workorder does not state the pilot assembly was replace only cleaned It appears they were paid by the manufacture *** *** *** for a part they never installedThey also state the unit was installed 11/13/which is not trueIt was installed 6/14/per their invoice *** order number ***, copy attachedWe never received a copy of their fee schedule as they claimWe did sign their Credit Applicaction and Residential Customer Agreement in their officeWe were advised after signing we would be mailed a copy as soon as our credit was approvedWe never received a copy in the mail or other wiseWe were not told at that time there would be a $tank removal fee.We were told after we advised we no longer wanted to do business with them and wanted the tank picked upWe will have them pick up the tank when we have used up the gas we have already paid for and under protest pay the $We feel we have been overcharged and victimized by deceptive business practicesWe also find it puzzling they would send us a promotional letter postmarked 10/11/14, dated 10/8/after being here on 9/26/Checking with friends who also deal with Trexler Haines, they did not receive this promotioal letter advertising good until November 30th 2014, $for several points of service cleaning fireplacesWe were charged the $but we did not get the service they list, nothing was done or cleaned but the pilot, as indicated on the work order We have paid this bill under protest, as we pay our bills and always pay them on timeThat's reflected in our excellent credit score of We don't expect anyone to work for free but we do expect to be treated fairlyIn this case we feel we have been deceived and overchargedWe still feel an adjustment for at least half this bill is a reasonable request
Regards,*** ***
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Wed, May 14, 2014 at 4:10 PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>
It will not let me type in my response in the window where it asks to reject or accept business response.  Again, if it is their tank why are they charging me to pick up their tank.... I reiterate... How can you ever leave a company if you get charged in the end to leave it... 
Regards,
[redacted]

Review: In approximately 2001, I contracted with Trexler-Haines in [redacted], PA for propane for residential cooking. In November, 2007 I was asked to sign a new credit application/residential customer agreement with my new name due to my marriage. Last Fall, I contacted Trexler-Haines regarding installation of a gas fireplace that I had purchased for an alternative heat source when I lose power. I was told that I would get charged a higher rate per gallon because I would not be considered an "On-Call" customer even though Trexler-Haines comes to my neighborhood once a week anyway. I contacted several other gas companies in the area for prices and all of them told me they had never heard of anything so ridiculous because now I would be a better customer since I was using more of their product. I decided on a gas company and they came out and installed my fireplace and hooked up my cooking stove and fireplace to their tank. I called them approximately two weeks ago to tell them that they could pick up their tank. No one told me at that time that there would be any charge. Yesterday I received a bill in the mail from Trexler-Haines for the removal of the tank at the price of $144.86.

How long does someone have to stay with the same company? Are you bound to remain with that company even if they are going to charge you a higher rate than anyone else. Whatever happened to free choice to do business with who you want to do business with. Why should there be a penalty for leaving a company after so many years... Does that mean that that contract goes on forever.Desired Settlement: That this company is not allowed to practice unfair business practices by doing this to other people as well. It seems to me that according to them their agreement runs for eternity as there is no indication of renewal of contract nor are there any requirements on how the contract should be terminated (i.e. written notice of 30-60-or 90 days.

Business

Response:

This letter is response to complaint [redacted]. [redacted] is disputing a tank pickup fee. On April 22 [redacted] contacted THI to have us pick up her tank because she switched propane suppliers. She spoke to [redacted] one of our CSA’s. [redacted] is very good and thorough when talking to customers and informing them of any charges. I interviewed her about this customer and she told me that she informed [redacted] of the charges.We when to the home and removed the tank. The bill for the pickup fee was then sent. The original credit application as well as our delivery tickets all state the she is responsible for any pickup fees when the account is terminated. I will attach a copy if credit application.In her letter it states that she contacted us in the fall about a gas fireplace installation. We always perform a site visit to quote that type of work. There is no notes that she called or any paperwork that we were requested or performed a site visit for that work.She also states that we would charge her a higher rate for propane if she “would not be considered an ‘On-Call” customer”. THI does charge “will call” customers a higher rate per gallon than it does an “automatic delivery” customers. That is normally in the industry. It allows us to control our costs by us scheduling a group of deliveries closely grouped together on the same day.The end of the complaint questions the length of the contract. The customer by doing business with THI on an ongoing basis is agreeing to extend the contract. There is no penalty for leaving THI there is just the cost to pickup the tank.In the area where the customer states the desired outcome she asks “are there any requirements on how the contract should be terminated”. It is clearly stated on the credit application that part of the termination is them paying any “equipment removal fees”.Please feel free to contact me if there are any additional questions. I hope that this will bring resolution to this issue.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Wed, May 14, 2014 at 4:10 PM

Subject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

It will not let me type in my response in the window where it asks to reject or accept business response. Again, if it is their tank why are they charging me to pick up their tank.... I reiterate... How can you ever leave a company if you get charged in the end to leave it...