ComplaintsforRapp Petroleum Corp. DBA Economy Heating

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Economy Heating (EH) hasbeen my propane privider since 2019. The company comes down my road on Fridays. The week before Christmas 2022, I called EH and scheduled a delivery for 12/23/2022. I have 2 100 gallon propane tanks and both dials read between 20% and 30% full. I was home & the EH truck never came to make a delivery. I called the office twice on 12/23/2022 asking when they were coming. At 1:00pm the office staff said they will deliver later today, at 5:00pm the office staff patronized me and lied, insisting the delivery was made. I told them I had no tag in my door and my dials still said 20%. I was sent a bill, in good faith I paid it but ran out of propane 25 days later. I have 2, 100 gallon tanks and burn wood. When the EH emergency staff came to reset my system after running out of propane on 1/16/2023 they agreed there was no way I had a delivery on 12/23/2022. On 1/17/2023 EH delivered 209 gallons to my completely empty tanks. I called the company and asked to speak with someone about crediting my account since I never received a delivery on 12/23/2022. They said they would call me back but no one ever did, instead I revieved a bill for the fill up on 1/17/2023 with a late charge. I called again and spoke to the manager and asked for the credit again - he said the GPS put the truck right at my house on 12/23/2022 but I told him I was home and the truck never came. FYI: GPS is weird here and people coming in from out of town using GPS are routed to 7 houses up road. EH has a lot of customers on this road and I have been reimbursed in the past for my delivery going to the wrong house. The manager said he would talk to the owner and the owner would call me within the hour. I never heard back and received another bill identifying that "the regulator will be picked up by 4/15/23" and an additional late charge was added to the bill. I called again on Monday 4/10/2023 and was told someone would call me but no one called me back. They refuse to communicate.

  Business response

  04/24/2023

  I have included the GPS location of the truck showing that my driver was at the location at 8:06am December 23rd 2022. I spoke with the driver who made the delivery, he described in detail what he had to do to make the delivery, by backing down the dead-end road and describing the house in detail. The driver stated he is 100% confident he made the correct delivery on this date. As a company we feel we made the delivery on this date correctly, we will be happy to take any late charges off the account to accommodate the customer, also take away the tank pickup status of her account.  

  Customer response

  05/12/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The GPS graphic sent to BB by "Economy Fuels" shows green dots which represent the propane tanks the driver claimed to have filled at 8:06 am on 12/23/2022 the tanks adjacent to ****** Road, clearly seen way before the absolute end of the road are my neighbor's tanks. My propane tanks are at the very end of the dead end road behind my house. As I stated in my original complaint, the tanks that were filled on that day belong to a neighbor of mine, who lives ON ****** Road, a house I must drive past in order to get to and from my own. I have included photos to prove that the GPS graphic is incorrect.  Also the company added the late charges the the amount in dispute, and charged a late fee on top of that on a bill I just received, so the statement regarding removing the late fees from the bills they are sending me was a false statement the company made to the BBB.  Regards,  ***** *******

  Business response

  05/31/2023

  The gps location of our truck is the green dots not the gps location of the tanks. The neighbor that is being referred to by the customer is actually one of our employees here at our office and it has been confirmed by the employee that he did not receive a delivery of propane on 12-23-2022. we are certain that ***** ******* did in fact receive the propane delivery. The green dot will only allow the truck to go so far down that road, the driver is the same driver always in that location and is 100% certain he delivered correctly. As stated, before I will take off all fees from her account but we did not receive an agreement as to what ***** ******* would like to happen.

  Customer response

  06/01/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  It is unfortunate that this company continues to ignore the obvious issues which all point to my not getting a delivery in 12/23/2022, which are: - They refuse to include any discussion with the emergency worker who came to my home on 1/16/2023, who verified to my face that I did not receive a delivery on 12/23/2022. He stated my tanks were "bone dry", he and I did the math together - if my 100 gallon tanks were 20% full on 12/23/2022, the delivery on 12/23/2022 would have been more than 120 gallons.  He also explained that the odor which had started on Christmas, 2 days after 12/23/2022 and had permeated my home, was because of a very low amount of propane in the tanks - he stated the odor is added for this purpose. The odor did not go away until the actual delivery of 1/17/2023. - The gps photo the company sent as "proof" is wrong, if the truck was at my home on that day it would have been at the end of the road, where the grey line ends about 30 or 40 feet up the road. I can prove the truck was not at my home by the shape of the creek in the photo also. All they have done is talk to the driver and another employee who they say is my neighbor. The company is avoiding including the emergency worker, basic mathematics, and they stand by a GPS photo that is incorrect.  Since they have proven they don't care about me and my concerns, they clearly don't care at all about their customers. It has been made very clear to me that this will never be resolved because the company continues to ignore the obvious issues involved. I would like to request this be published so other consumers will be able to know what they can expect from a company with this amount of disregard for their customers. If the people in this company had any virtue, or valued their customers, they would speak to the emergency worker and compare their gps photo to that of a simple map of this address. They might even take the time to come down here and look for themselves, but clearly they won't because they simply don't care. All they care about is protecting a driver who I am convinced is lying to them repeatedly.  Regards, ***** *******

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