Sierra Propane

Able always takes excellent care of us, making sure all our tanks are full at each house.
He also takes just a few minutes to talk with my parents who are older and appreciate his time.
He always answers any questions we have.
No complaints.

(I hope this is not a duplicate. The Revdex.com system failed when I clicked Submit)Sierra Propane values all their customers and are saddened when one leaves. We have reviewed [redacted] account and have decided to zero the account and stop the collection process. The following addresses the...

reference to ‘tactics’ used by Sierra Propane.RefundsAll fees are in the control of the consumer. Sierra Propane’s rental agreement states that there are no refunds when switching to another company. We had released [redacted] from this agreement. We do not feel that this is a ‘tactic’.  We fall under many regulations in our industry. One of those regulations deal with the transfer of a propane tank with fuel in it. While the regulation allows us to remove a tank from a consumer’s home and transfer it to our yard with fuel in it we have to evacuate the tank before we can set it again. Propane is not removed from a tank as easily as it is placed into the tank. This is a time-consuming and costly process. All propane companies has to deal with this. We address it by allowing the tank to empty before picking it up. This provides the consumer with the full value of the fuel they have purchased and provides a safe means to remove the tank without having to go through the costly evacuation process. It also eliminates any concern of getting a refund. Some companies may charge a stop service fee or a tank pick up fee. We do not. We would have gladly allowed the tank to remain until empty.RestockingA restocking fee is charged to help cover our cost of evacuating the tank. As mentioned above, this can be avoided by allowing the tank to empty.CollectionsThis occurs when there is an old, outstanding balance. Unfortunately, this account fell into that and collections begun. Collection fees and the process that follows are avoided by a consumer paying all outstanding balances. As stated above, Sierra Propane value their customers and the experience they have. Many at Sierra Propane became good friends with [redacted] when she worked at the local restaurant. We are saddened by their decision to leave us. If this incident can be put behind us we would love to serve the [redacted] again. The [redacted] incident started with an unusual event and snowballed from there. For this reason we are zeroing the account and stopping collections.[redacted]s, your account will be cleared. Collections has stopped. We welcome you to give Sierra Propane another try. Contact me direct if you do. I’m positive that we can take care of you in the manner you wish.Sincerely,[redacted]Vice PresidentSierra Propane‘The only locally owned propane company in [redacted]’

It is true that the one who issues refunds was out of the office for three weeks. Although Ms [redacted] may have had a bad experience with the realtor and seller, Sierra Propane is not involved in the sale process. There is not and never has been any collusion with realtors. If were consulted...

concerning ownership of the tank we would have responded properly. The person who issues refund checks returned to work on Tues, 5/17/16. I just looked up this account and see a refund was issued on Weds, 5/18/2016.
John

Review: In September of 2013 Sierra Propane filled our tank at $2.13 per gallon plus taxes. In January of 2014, the end of our tank rental, we decided to take our business to another supplier as Sierra continue to be erratic in their deliveries and wouldn't listen to our instructions/requested to only fill at 35% or less. This request was not only in writing and verbally at the office, but was also posted on the tank in permanent marker.

In January 2014, we spoke with [redacted] regarding the remaining 20% in the tank. He stated that because of our frustration with the deliveries, he would credit us the full 20% of the tank. The delivery in September was priced at $2.13 a gallon plus taxes. We received a credit of $90.19 for the fuel and taxes. It's a 250 gallon tank, 20% is 50 gallons. The amount of the credit should have been $113.00 with taxes.

We recalculated, sending Sierra Propane a letter showing the mathematical error. Instead of correcting the credit, they decided to tack on a "restocking fee". The final bill never stated a "restocking fee", there is NO contract or any documentation stating there would be a "restocking fee". They just don't want people to leave their company and are trying every tactic. We didn't even know that there were considering a "restocking fee" until we wrote them a check with the letter showing the corrected amount and stated "payment in full". We received a letter several weeks later stating the remainder was a "restocking fee".

Instead of correcting the mathematical error of the credit or showing us any documentation that we agreed when we initially started their service 12 years prior that there was a "restocking fee", they sent the past due monies to a collection company. We have tried several times via letter stating our complaint about the additional monies due, but to no avail.

The money will not be paid even though it is just a little over $40. It is the principal of the matter.Desired Settlement: I would like the collection company notified to stop sending collection letters, if any negative reports have been posted to our credit file I want them removed immediately!

Business

Response:

(I hope this is not a duplicate. The Revdex.com system failed when I clicked Submit)Sierra Propane values all their customers and are saddened when one leaves. We have reviewed [redacted] account and have decided to zero the account and stop the collection process. The following addresses the reference to ‘tactics’ used by Sierra Propane.RefundsAll fees are in the control of the consumer. Sierra Propane’s rental agreement states that there are no refunds when switching to another company. We had released [redacted] from this agreement. We do not feel that this is a ‘tactic’. We fall under many regulations in our industry. One of those regulations deal with the transfer of a propane tank with fuel in it. While the regulation allows us to remove a tank from a consumer’s home and transfer it to our yard with fuel in it we have to evacuate the tank before we can set it again. Propane is not removed from a tank as easily as it is placed into the tank. This is a time-consuming and costly process. All propane companies has to deal with this. We address it by allowing the tank to empty before picking it up. This provides the consumer with the full value of the fuel they have purchased and provides a safe means to remove the tank without having to go through the costly evacuation process. It also eliminates any concern of getting a refund. Some companies may charge a stop service fee or a tank pick up fee. We do not. We would have gladly allowed the tank to remain until empty.RestockingA restocking fee is charged to help cover our cost of evacuating the tank. As mentioned above, this can be avoided by allowing the tank to empty.CollectionsThis occurs when there is an old, outstanding balance. Unfortunately, this account fell into that and collections begun. Collection fees and the process that follows are avoided by a consumer paying all outstanding balances. As stated above, Sierra Propane value their customers and the experience they have. Many at Sierra Propane became good friends with [redacted] when she worked at the local restaurant. We are saddened by their decision to leave us. If this incident can be put behind us we would love to serve the [redacted] again. The [redacted] incident started with an unusual event and snowballed from there. For this reason we are zeroing the account and stopping collections.[redacted]s, your account will be cleared. Collections has stopped. We welcome you to give Sierra Propane another try. Contact me direct if you do. I’m positive that we can take care of you in the manner you wish.Sincerely,[redacted]Vice PresidentSierra Propane‘The only locally owned propane company in [redacted]’