Global Propane

Customer was a “will-call” customer due to extremely low usage Will call customers “will” “call” on their own volition when they need propane “Will-call” customers are required to monitor AND manage their own propane tank This requires the CUSTOMER to plan ahead to prevent out of gas calls However, most customers are “check and fill” customers and are on a regular route, like a garbage service, where the propane tank is topped off on a regular basis With Check and Fill, it is the COMPANY’S responsibility to prevent out of gas situations Check and fill customers generally rely on propane for heat and have no other supplemental heat source Conversely, most “will-call” customers use propane as a secondary heat source, using wood or electricity for their primary heat Records further indicate: Monday, 1/15/– first phone-call from customer was at 9:pm and was answered by dispatch Customer indicated they were out of propane Customer denied having an alternative form of heat (wood burning stove, electric heat, etc.) Customer denied having another propane company fill Global’s propane tank Dispatch informed customer that driver would be out the next day and delivery would be COD Customer last purchased propane on 9/15/16, over a year earlier At that time, customer purchased gallons From 9/15/to 1/15/18, our average customer in the area used almost 2,gallons of propane Customer used approximately gallons Customer’s propane usage is highly suspect, indicating either alternative heat or that another propane company has been servicing Global’s propane tank, a violation of C.R.S8-20-Unlawful Use of Container, violations of which allow for penalties of $1,000/day If another company has been filling Global’s propane tank, felony charges of theft under C.R.S18-4-are also possible 1/16/– the following day, a driver was dispatched to Customer’s address On arrival, a woman emerged from the house and yelled at the driver that she did not have any money, slammed her car door and drove off without further discussion with driver On consultation with dispatch, driver placed gallons into Global’s propane tank to ensure heat to the home Per industry standard, propane supply was shut-off at the tank for safety The driver departed Driver could not enter the home to re-light pilot lights as customer had driven off No phone messages or calls were received from customer prior to the 9:pm phone call the night before From 1/to 1/14, actual temperatures were 41-degrees during the day Severe cold weather did not start until 1/15, the day customer called at 9:at night Customer is obviously upset, but Global is uncertain how dispatch or driver could have solved the problem better Customer failed to inform Global in a timely manner that they needed propane – in the middle of winter, the busiest time for any propane company Customer failed to allow driver entry into home to reestablish heat Global did provide customer propane even after customer drove off without paying It is evident from Customer’s propane usage that they either have alternative heat or have been buying propane from another supplier in violation of Colorado law

Complaint: [redacted]
I am rejecting this response because:This is all fabricated response I have records showing the phone calls and I also have recordings of our phone calls stating that they admit that they messed up on our deliveries
Sincerely,
[redacted]

Recording a telephone conversation without the consent of at least one party to the conversation is a felony punishable by a fine of between $1,000 and $100,000 and one year to 18 months in jail.  Colo. Rev. Stat. 18-9-303. Customer has stated nothing to change the material facts. It is obvious that Customer feels they could obtain better, cheaper service with another propane company.  Customer is encouraged to secure service through another provider, who will need to provide Customer with their own tank.  The propane tank currently onsite remains the property of Global.  NO company may place propane in our tank.  Should another company fill our tank, Global's tank will be removed and Customer will forfeit whatever propane is in the tank, per Colorado law - Theft of Rental Property.  Once Customer has secured another provider, Customer will need to contact Global and we will remove our tank.  Customer's new provider IS permitted to pump the propane from Global's tank to the new company's tank, which every reputable company can do.  Customer remains responsible for the $179.90 balance.  Customer should be able to secure a new provider within thirty (30) days and Customer is welcome to use Global's tank for that length of time if need be.  We wish Customer well with their new provider.

Customer was a “will-call” customer due to extremely low usage.  Will call customers “will” “call” on their own volition when they need propane.  “Will-call” customers are required to monitor AND manage their own propane tank.  This requires the CUSTOMER to plan ahead to prevent out...

of gas calls.  However, most customers are “check and fill” customers and are on a regular route, like a garbage service, where the propane tank is topped off on a regular basis.  With Check and Fill, it is the COMPANY’S  responsibility to prevent out of gas situations.  Check and fill customers generally rely on propane for heat and have no other supplemental heat source.  Conversely, most “will-call” customers use propane as a secondary heat source, using wood or electricity for their primary heat.   Records further indicate:   Monday, 1/15/18 – first phone-call from customer was at 9:30 pm and was answered by dispatch.  Customer indicated they were out of propane.  Customer denied having an alternative form of heat (wood burning stove, electric heat, etc.).  Customer denied having another propane company fill Global’s propane tank.  Dispatch informed customer that driver would be out the next day and delivery would be COD.   Customer last purchased propane on 9/15/16, over a year earlier.  At that time, customer purchased 370 gallons.  From 9/15/16 to 1/15/18, our average customer in the area used almost 2,000 gallons of propane.  Customer used approximately 450 gallons.  Customer’s propane usage is highly suspect, indicating either alternative heat or that another propane company has been servicing Global’s propane tank, a violation of C.R.S. 8-20-301 Unlawful Use of Container, violations of which allow for penalties of $1,000/day.  If another company has been filling Global’s propane tank, felony charges of theft under C.R.S. 18-4-401 are also possible.   1/16/18 – the following day, a driver was dispatched to Customer’s address.  On arrival, a woman emerged from the house and yelled at the driver that she did not have any money, slammed her car door and drove off without further discussion with driver.  On consultation with dispatch, driver placed 100 gallons into Global’s propane tank to ensure heat to the home.  Per industry standard, propane supply was shut-off at the tank for safety.  The driver departed.   Driver could not enter the home to re-light pilot lights as customer had driven off.   No phone messages or calls were received from customer prior to the 9:30 pm phone call the night before.   From 1/12 to 1/14, actual temperatures were 41-50 degrees during the day.  Severe cold weather did not start until 1/15, the day customer called at 9:30 at night.   Customer is obviously upset, but Global is uncertain how dispatch or driver could have solved the problem better.  Customer failed to inform Global in a timely manner that they needed propane – in the middle of winter, the busiest time for any propane company.  Customer failed to allow driver entry into home to reestablish heat.  Global did provide customer propane even after customer drove off without paying.   It is evident from Customer’s propane usage that they either have alternative heat or have been buying propane from another supplier in violation of Colorado law.