L & L Propane

Review: I've been using this company for propane delivery. Last year I called in and asked to have propane delivered and the woman told me she didn't know when they could get to me. My propane level was at less than 10%. When I asked her what am I to do, if I run out of propane, her reply was to call before the propane tank gets that low. I have no choice because I have to pay in full for the propane the day it is delivered and I had to fit it into my payments for the month. These people are always rude and will not deliver propane unless I leave a check under the hood of the tank. I realize that in the past I wasn't always prompt on payments. Yet they did receive all of the monies I owed them. This year I called in a week early and ordered propane when my propane level was @ 20%. I called in on January 2, 2014 and ordered propane, I called again on January 8 to make sure I was on the delivery schedule, I was assured that I was. I wasn't home part of the day on January 9, 2014, so I called in to see if the driver may have stopped by and the check wasn't under the hood so he didn't leave me fuel or if he hadn't made it to my area yet. I informed the man that I was talking to that my propane was at 5 %, his reply was I don't know if he stopped at your house or not, I don't know where the driver was today,make sure the check is under the hood and call back tomorrow. When I got home today I checked my propane level and it was @ 5% and the check was gone. I looked around in the yard and found that the envelope with the check in it had gotten blown out from under the hood and was laying in the snow. I called again today on January 10, 2014 and the woman told me she doesn't know where the driver is delivering today and if he will be delivering to my address, at this point I informed her that my propane level is @ 5% and that I had called in last week Thursday and placed my order and that this was the 4th time in a week I was calling to check on when I could expect delivery, she said she doesn't know if the delivery man will get here today or not. These people at this company are continually rude over the phone and don't seem to know when or if the driver is delivering or in the area.Desired Settlement: I would like to see a little respect for their customers. I'm just looking for reasonable customer service. Maybe a little more knowledge of where their drivers are so they can answer the customers questions when they call in.

Business

Response:

Payment for propane is required in 30 days and is written on every delivery ticket. After

the third time being late. the customer becomes COD and must pay upon delivery. This

customer purchases and payments are:

Purchase date

12/7/10

2/18/11

1/11/12

Payment date

2/16/11

10/12/11

10/10/12

Customer status became COD on 4/25/12.

L & L Propane encourages customers to pay promptly by having a 10-day pay price of

204: per gallon less than the 30 day pay price. This customer is paying less by being

COD status and getting the 20~ per gallon savings.

Each of our drivers has a defined area for deliveries. On day 1 they go to the east, day 2

to the south, day 3 to the west, day 4 to the north. The driver determines the most

efficient route each day. The exact route is constantly changing as gas orders are

continually coming in. The office only mows if the driver is east, west, south or north in

his area and does not mow a definite time of delivery. The customer is told this

information.

The company requires the customer to call for a delivery when the tank is down to 20%

to allow for time required to make such delivery before the tank goes empty. Calling in at

10% may cause the tank to go empty before delivery is made. Deliveries now are taking

longer on the snow covered and slippery roads. The extreme cold makes equipment run

slower and makes for many more gas orders. The customer did not run out of propane

even when calling in at less than 10%. Many companies have no gas for their customers

as there is an acute shortage in the entire Midwest of our country. We are supplying

every one of our customers because of our 500,000 gallons of storage.

Was discontinued as a customer with no contact whatsoever. I have an 18 month old in my house that, with negative temps, was 50 degrees. The first payment I put under the hood, somehow, flew away on a windy day, the did not contact me to let me know my payment was not there. They told me to place a second payment under the hood (taped to the hood's underside.) I did so on the day they were to fill up. My wife and I saw the truck enter and leave, assuming they filled up. Today, when we woke up to our freezing house (2 weeks later) we checked under the hood and found that our propane was empty and the check was still under the hood. I even took a picture as proof. When I talked to the receptionist, they said that there were several no payments, and to find a different company, we were discontinued. I then talked to the manager who would not trust what I was saying, which was the complete truth, I told him about the picture and he told me that they were going to discontinue service. I told them no one contacted us about this and that I have a baby at home that needs the heat. He said he didn't want to work with us, and that our phone number was not updated. I've been using this company for a year and they should have had both my wife and my cell numbers in their computers. According to the Public Service Commission of Wisconsin they should have contacted us, or arranged a payment plan, or filled up due to the negative temps. They did neither of these things. (They have our address, shouldn't they have sent a letter?) This company clearly does not value the customer's word and put my household in danger because of their lack of contact.