ComplaintsforALCIVIA

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have written Alcivia about sending me a letter stating that the ** tank on my property is own by me, ***** ****. In 2022 they had issues with a software conversiion which mixed up their records. At that timewe straighten it out after many conversations. t the time I asked them to put in writing that I owned and they said forliability reasons they could not. Now in 2024 they billed me for rent. With some discussion they realized I do own the tank and removed the charges. They went to an employee that has worked for them for over 20 years and he verified. I again asked them to put it in writing so that the next time this happens I will have a ceritificate that states that I own or at least that they do not own. The representative said she could not do. I sent them a certified copy of 9-8-24 and have not heard a word from them. I write you to request the statement that I own or that they do not own in writing. A simple request for them but has caused me time, money and stress as I fight each time they decided to bill me.

  Business response

  10/29/2024

  10/29/24
  ****** B
  Better Business Bureau
  RE: Complaint Response File #********
  ***** ****
  N156 State Rd 25
  Eau Galle, WI 54737
  
  Thank you for the opportunity to respond to ***** ***** complaint, and please reach out directly for any further information.
  

  I have reviewed the complaint filed by ***** ****. Our records indicate that both tanks are owned by ***** ****. ***** has one tank on her home and the second tank has a note indicating it is on a cabin. One of the tanks was listed as a leased tank. However, that was updated when ***** reached out to our administrative team. The team removed the lease fee that was originally charged to *****. 
  

  I have attached a copy of the tank files related to Karens two propane tanks. They both indicate that the tanks are customer owned. ***** should never receive a notice regarding a lease fee for her two propane tanks.
  Please feel free to let me know if you have any further concerns.
  
  Thank you,
  **** ********************************************** & Retail

  1401 Landmark Dr

  Cottage Grove, WI 53527

  ************

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In August 2023 Alcivia came to our home and removed 2 500-gallon LP tanks as we decided to go with a different LP supplier, therefore we did not sign another contract with them. Based on the balance of our account the last automatic withdrawal would occur on October 23, 2023 for $375.73 which would have left an overpayment of $8.77. On either November 21st or 22nd my husband received a call from Alcivia informing him that another automatic payment of $375.73 would be deducted from our checking account on November 23, 2023 and unfortunately it was too late to stop it. They apologized and told him that not only was a check being issued for the $8.77 but that now a 2nd check would be issued for the $375.73. We did receive a check for $8.77 at the end of November but have yet to receive the $375.73 that was taken out in error on November 23, 2023. I've made multiple calls to Alcivia to be told the check was cut and mailed to be told again that it was never cut and will be re-processed and mailed the week of December 18th and today I'm told the check was never mailed and would be cut today and mailed out on Monday. At this point I've lost all trust in this company; I want our refund of $375.73.

  Business response

  01/15/2024

  Good morning ******,

  My apologies for this taking long and getting back to you. I've followed up and check #****** for $375.73 was issues on Friday the 5th and sent to your address.  Please let us know if you have not received this yet.

  All the best,

  ***

  Customer response

  01/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  12/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased horse grain, dog food, and grass seed and muck boots from Alcivia on 8/10/2023. The horse feed I purchased - Triple Crown Senior Horse Feed was initially priced at $1250. and it was on sale for $1000. I also purchased Impact horse feed and strategy horse feed. This feed was placed on top of the triple crown horse feed. I used the impact and strategy feed first. Three weeks ago I opened the triple crown horse feed only to find it molded from top to bottom. I immediately called alcivia in Milltown where I purchased the feed. The phone line transferred me to the central office. I spoke with someone who advised me they would look into it and call me back. I was asking for a refund or replacement. I called approximately 10 times over three weeks. Three of the phone calls were made to Amery Alcivia where I spoke with ***** their manager. Each time, he would get off the phone and call them and then call me back, advising that they assured him they would be calling me back. Today, I called and left a voicemail for him and advised they had never contacted me.Approximately one hour ago, I received a text message from phone number ************- name ******************* advising they would not be refunding or replacing the feed as it is greater than ***** days old. I believed this feed was sold to me moldy. It has been stored in my garage that is heated during the winter.

  Business response

  12/28/2023

  Good morning *************,

  I'm sorry that you feel we've sold you moldy feed. Can you please provide the manufacture date of the feed. This can be found on the outside packaging of the bagged feed. Once we receive this information, we can make a determination if this is the case.

  All the best,

  ***

  Customer response

  12/28/2023

  Better Business Bureau:
  
  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.
  
  [The bag was manufactured March 13 of 2023.]

   
  
  Regards,
  
  ***********************

  Business response

  12/28/2023

  Thanks *******. Sorry, but can you email me a photograph of the bag details. I want to share this internally and discuss with some people. If you can email me directly if the BBB does not allow it, my email address is ************************************************

  Thanks!!

  Customer response

  12/28/2023

  Better Business Bureau:
  
  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.
  
  [I have attached photos as requested.]
  
  Regards,
  
  ***********************

  Business response

  01/18/2024

  Hi *******, 

  I've had an opportunity to look into this further and I'm sorry but the original decision not to refund your money will stand. The reason for this decision is as follows:

  The feed you purchased on August 10, 2023 was manufactured on March 13, 2023 (based upon the photo's you provided).  The manufacturer (Triple Crown) guarantees freshness for up to 6 months from manufacture date (see attached). When you purchased the feed, it was still within the manufacturers 6 month freshness guarantee. Unfortunately, the product was not fed right away, it was stored and not opened until the end of November - 8 months after the manufacture date.  Because of this, we cannot offer you a refund. 

  I understand that this is not the result you were hoping for and is disappointing. We wish you all the best.

  Warmest regards,

  ***

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They have been sending an invoice for last 3 months regarding a bill for not purchasing enough propane for there minimum purchase. I have never purchased propane from them and do not have a propane storage tank from them. I have contacted them about the problem and ******** responded by voice mail on 9/12/23 and 10/11/23 that the problem would be fixed and I didnt have to worry about it. On 10/21 I received a letter from their credit department about this matter and called them and they said it will be taken care of but I received another invoice today for the same amount with more finance charges added. I dont know how to get this resolved since they have been contacted several times by phone and was assured it would be taken care of and the invoices still keep coming. I want you and other people to know about how this company is operating and want this matter resolved as soon as possible

  Business response

  12/04/2023

  Good morning,

  After looking into this matter, we realize that there was an error in our billing system that caused ****************** to be charged incorrectly. We have cleared his account balance of the initial fees and all related finance charges that *** have accrued. On behalf of ALCIVIA, we apologize that ****************** experienced this issue and apologize for any inconvenience it *** have brought him. I'm attaching to this message a screenshot of our internal system as proof to show that ********************** account balance is now at $0 dollars. 

  Again, we apologize for any inconvenience. If there are any additional questions or concerns, please do not hesitate to contact me directly at ************.

  Warmest regards,

  *****************

  Customer response

  12/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  08/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have been good customers of Alcivia for over 30 years (always paid bills). Acct. No *******. On 8/4/23 we received a letter in the mail that they are going to charge us a "tank fee" in August of $125 due to minimal or no usage. We last filled our tank on 2/15/23 for 500 gallons. We own a small home, we purchased a new furnace last year and new windows to help make our home more energy efficient. We keep our home cool in the winter time and wear layers so that be conservative with our propane use and now we are being FINED for low propane use. How can this possibly be legal? Our power/electric company rewards customers for purchasing energy efficient appliances and converting to solar power. Alcivia seems to only be concerned about lining their wallet.

  Business response

  08/28/2023

  see attached

   

   

  Thank you for the opportunity to respond to ******* and *******************'s complaint, and please reach out directly for any further information.

   

  ALCIVIA's tank convenience program has been in place for several years now. The basis of the program is to ensure that ALCIVIA owned LP tanks are being utilized to their capacities and beyond to help offset the increasing costs associated with the tanks. The expectation is for the customer to consume the tanks water capacity in the time frame listed below. We give customers an option to either down-size their tanks at no charge or pay the tank convenience fee.

   

  We send an annual notice of the expectation that the tank will be filled to the tank's water capacity on an annual basis (June 1st through May 31st of the following calendar year). Such

  notice is included in the notification we are required to send annually by PERC ****************** & ***************** to all our propane customers.

   

  Included in that mailing we have a pamphlet that states our terms for propane service. Within that document, there is a section titled "Alternate Heat & Low Use Customers," that lists the terms for when the tank convenience fee would apply. The pamphlet explains that the customer will be invoiced a tank convenience fee of $125.00.

   

  According to our records, ******* and ****** did receive a fill on 2/15/23 of ***** gallons vs the 500 gallons they reference in the complaint. That is the only fill this past season between June 1s1,2022 through May 31st, 2023.The ******'s came to ALCIVIA as part of an acquisition that took place when ALCIVIA acquired ******* Gas of ******. We have a tank lease on file That was signed by *********************'s. Under that lease agreement, in line #7 it states

  "Customer agrees to purchase propane equal to or greater than the water capacity of the

  tank on an annual basis (June 1st through May 31st of the following calendar year). If water capacity of the tank is not purchased a tank convenience fee may be assessed."

• Initial Complaint

  07/11/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My husband died in Feb. 27, 2023. He had a patronage account with **********************. I sent in a death certificate and the required patronage equity retirement form. This was complete in mid April 2023.I was told that in June 2023, I would receive a check. It is now July 2023 and I do not have a check. I have called the company and sent e-mails, but no further response.Would you please resolve this issue?Thank you, ***************************

  Business response

  07/18/2023

  The request for equity payout was received early April, 2023. As a response, the appropriate paperwork packet was sent for equity redemption request processing. This paperwork packet  included a cover letter (attached) detailing the required paperwork for equity redemption, amount of qualified equity for redemption, and a note specifically stating that equity redemptions for estate matters are granted quarterly, provided the ***** of ********* has established sufficient funds. That being said; all equity payouts are voted on quarterly by our board of directors prior to being processed for payments- in this case, the fourth week of June. ALCIVIA retains the right to not pay out equity redemptions if the funds are not approved by the ***** of ********* for payment. If approved, the payment process can take anywhere from a few days to a few weeks, depending on the complexity of the request. 

  Payment for this specific request was processed in a timely fashion after receiving board of director approval on the redemption, resulting in the issuance of two checks to the customer. The letter accompanying those checks is also attached and dated July 10, 2023- which is in line with our quarterly board redemption approval timeline. Again, this has been paid in full and was mailed July 10, 2023.

  Customer response

  07/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  03/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  After 30 years of being a loyal customer (since June ****), I had been using the same LP tank this entire time. In October 2022, I was newly charged with a tank convenience fee. This fee is not applicable.

• Initial Complaint

  02/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  7/6/22- Pre buy 720 gal.@ *******. We are on keep fill, but have to keep calling at or under 20% to get them here. 11/29 Invoice# **** for ***** gal at ******. We now have a credit of 889.28.Called on 2/10/23 at 20%, they told us we are on the delivery schedule. NO Delivery Called on 2/17/23 at 15%, they again told us we are on the schedule, Still NO delivery.Called on 2/22/23 at 10%, did not give us a delivery time or date.Called on 2/23 23 at 8% was told we are on the dispatch schedule and she said they are short a driver in this area but have back *** filling in.. Read many reviews of others who pre paid and they don't deliver. We are in the middle of a snow storm with low temps and will probably run out of fuel.

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have a prepaid contract for propane for my 500 gallon propane tank used to heat my house and for the water heater. I have prepaid for over 700 gallons of fuel and have been calling since December 24, 2022 to have my tank filled and have not received any fuel. I have left messages and have spoken on two occasions to a customer service person who says i am on the schedule for delivery. My tank is below 5% so i called the emergency number at Alcivia and was told that they are an answering service and can't help me. He said he has many, many calls like mine and can't help. I don't know what to do and i am afraid i will run out of propane to heat my house and water within two days.***********************

• Initial Complaint

  11/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Quoted as $2.09 ppg when prepaid but final invoice billed as $2.49 ppg resulting in 19 gallon difference in propane actually delivered. Complaint made with mgr ***** who stated upcharge was for minimum delivery. This was not discussed at time of purchase but ***** refused to accept my complaint as legitimate.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩