Thrifty Propane, Inc.

I am rejecting this response because:
No communication to let me know they were going to be late causing me to run out of propane and having to call a furnace company.Also, the main demand for propane is primarily during winter, winter equals winter conditions and if you can’t prepare then I would suggest a much smaller serving radius and not service my area if you can’t get to us and others in this area in a timely mannerTook a total of days to get propane

We regret the customer's unsatisfactory experience. Thrifty is in the process of submitting a refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is barely satisfactory to me. I would like to say that the way Thrifty is doing business is poor at best. Many of the provisions they have added since we first became a customer are unfair and these provisions such as waiting business days for a delivery and that you should have other means of heat are clearly to avoid being monitored as a dependable utility provider is not right. The unresponsiveness of their customer service is downright sad. I am honestly afraid that I may never get all of our propane we have prepaid for as they seem to be shaky at best and I wonder if they will go out of business. Offering a refund at the wholesale prices is not an acceptable alternative. I guess I am stuck with them until we no longer have a balance but I wish we had not made this pre-buy with the poor service we receive. The attachment was given after our purchase as we did not realize all of the amendments made to the prebuy agreement until it was too late. As of this day we still have all of the prebuy gallons left due to Thrifty not being able to deliver before we would have run out in the middle of winter even though we ordered when we were at 30% as instructed. The last delivery took business days and they did not fill us up still

Initial Business Response /* (1000, 5, 2016/02/25) */
We regret the customer's unsatisfactory experience
Due to the inclement weather, deliveries were delayed in the customer's area
Thrifty delivered to the customer on 2-23-
Initial Consumer Rebuttal /* (3000, 7, 2016/03/07) */
(The
consumer indicated he/she DID NOT accept the response from the business.)
I called on 2/1/to request a delivery for the propane that I had paid for a year agoThey claim days maximum for a deliveryI called customer service numerous times and no one would give me a delivery dateI received a constant run aroundThe weather may have been "inclement" one or two of those days, if that was the case and that would have been explained, I would have understoodSorry, no pass for the lame excuse after the fact
Final Business Response /* (1000, 13, 2016/03/28) */
We regret the customer's unsatisfactory experience
The customer has received a total of four deliveries from Thrifty PropaneThree were on time
This is the first delivery the customer received delayedUnfortunately with the inclement weather, it caused backup in some of our deliveries, causing longer delivery times

This is a customer owned tank and it is the responsibility of the customer to seek out a service company to do any repairs. Please be more specific in the rejection

We regret the customer's unsatisfactory experience
The consumer had to have the tank rescheduled in May and was given a gallon credit for the inconvenience
The customer purchased a refurbished tank, not a brand new tank, therefore the tank does date back to
Thrifty contacted
the customer on 7-18-and offered to pick up the tank the consumer stated she does not want Thrifty to pick up the tank and she is happy being unhappy

Customer had gas delivered by another company and we delivered on the 17th business day, we did email the customer and offer gallons that has been added to their prebuy - balance is

Initial Business Response /* (1000, 5, 2016/05/04) */
We regret the customer's unsatisfactory experience
The consumer received a delivery of gallons from Thrifty on 4-30-
Initial Consumer Rebuttal /* (2000, 7, 2016/05/05) */
(The consumer indicated he/she ACCEPTED the response from
the business.)

Driver delivered gallons to get propane to the customer so they had some to hold them over til we could get them more. The prebuy agreement states that there may be times of allocation and we will be giving customer half fills to accommodate all customers. Please refer to your prebuy
agreement or our website for full details. Once the delivery of gallons is deducted from the prebuy on account a full refund will be sent

I am rejecting this response because: Numerous calls were made and messages were left with promises that someone would call us back. No one has ever called back. Also responses on their website were sent. The fact that they are denying any of this is frustrating. The delivery address was correct, it was just the wrong tank. I do not wish to fight with them, I just want the tank for our house to be filled. I have no proof that these calls were made, but going forward, I am documenting every attempt

Initial Business Response /* (1000, 8, 2016/04/25) */
We regret the customer's unsatisfactory experience
Thrifty contacted the customer on 4-1-The customer indicated she received propane somewhere elseCustomer asked Thrifty about transferring the prebuy balance to her brotherThrifty
indicated we need it in writing and there is a $transfer fee
To date, Thrifty has not heard back from the customer

Yes, the tank was set on 7/28/and propane was to be delivered The request was logged and the driver will be there in the next day or so to get Mr *** his propane In the future a phone call into Thrifty would be nice to see where the propane is and whats the ETA We value Mr *** and thank him for his patience

We regret the customer's unsatisfactory experienceThrifty delivered gallons on 1-12-

Initial Business Response /* (1000, 10, 2016/03/10) */
We regret the customer's unsatisfactory experience
The customer placed an order on 1-22-16, on this day the price was $a gallon
The customer called on 1-28-16, the day he received his propane and was advised the price that day
was $a gallon
The customer called in on 1-30-and asked why the price had changed
Prices change daily, depending on pipeline rates and market conditions

I am rejecting this response because: you made this
promise on February 1st and as of today, February 8th, your company has still not delivered. I would like your company to perform business with integrity and fill my tank with the amount of gas that was purchased through your pre-buy program

The consumer informed Revdex.com that she has not received a refund from the business

Final Consumer Response /* (2000, 6, 2016/04/18) */
The propane was delivered on Saturday, April 16thI had contacted the companies ombudsmen and they said they reached out to the appropriate department to see about delivery soonerNot sure if they had an impact however it did arrive before the
10th dayJust to have someone call back or e-mail back and say they're working on getting it here sooner would have avoided thisCommunication needs to improved

This will be submitted to the refund department

Customer changed address to send the refund check, a new one has been sent

Customer was filled at 50% to accommodate all customers on this day of delivery, we wanted the customer to have some gas rather than none. Customer called in again on 4/10/to get more gas and they will be delivered. Prebuy balance is 487.30, if the customer would like a
refund, please refer to the cancel policy on your prebuy letter for all fees associated with cancelling