ComplaintsforMerwin Oil Co. LLC

• Initial Complaint

  08/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/7/23, after connecting to the natural gas network in my area, I called the Merwin office to ask about what the procedure would be for removing the propane tank and how much it would cost. I was halfway into a 3-year lease, so I wanted to ask if there were any fees and if so how much they would be, since I have other propane heating options on my property that I could use the propane for instead. The person at the office said they had no idea what the fees would be, but they would have someone contact me. A few days later, I notice the propane tank is gone and my propane house line is cut off at the ground on both ends. Then, a bill comes in the mail for over a thousand dollars, itemizing breakage of lease, tank pump out fees, etc. I called the Merwin office again several times over the next two weeks. Each time, the person answering took down my information and said that **** would call me back. At this point, I have to assume that **** (and Merwin) is avoiding me. The plain language of the lease entitles Merwin to the fees they have demanded. That said, 1) my propane line was destroyed, and 2) I think it bad business to say well call you to discuss any fees and then just pull the rug out from under the customer.

  

  Business response

  09/13/2023

  **SEE ATTACHED DOCUMENT**

  Customer response

  09/14/2023

  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.
  
  First: My primary complaint was that the Merwin Oil *** damaged my homes ** line. In their response, Merwin admits to this damage, stating: the technician removed the tank and trimmed the remaining ** gas service line to grade such that the owner would not strike it while mowing. **** Merwins concern for my mowing abilities is noted, but nowhere in the lease (copy is attached) is he entitled to alter my ** line in any way following tank removal. I never asked for, nor authorized, the ** line to be cut; I challenge them to provide any proof to the contrary. 

  Second: Merwins claim that my complaint is simply not true is itself, well, not true. Merwin claims that the cost of any terms of the lease are defined, yet if you compare the invoice I received with the lease itself (copies of both are attached), nowhere in the lease will you find the cost of breach of lease, or to pump out the tank, or to restock the propane. In point of fact, I initially called Merwin precisely to learn what these costs were. I was told someone will get back to you, and no one ever did. Instead, I was charged for fees which were never quantified in the lease.

  Third: Regrettably I trusted **** Merwin and his staff enough that I did not think to record our early conversations, making my call to inquire about the specific costs my word against his/theirs. Nevertheless, I resent the tone of his response, and the tone of his staff, in effectively calling me a liar about the matter. One of  Merwins staff told me repeatedly on the phone (for ten minutes) well thats not what you said, except that I know what I said. How do you reason with someone like that? 

  In conclusion: Merwin Oil *** caused damage to my property in a way that is plainly outside the provisions of any lease. They have admitted to this damage, and I want the line repaired by a qualified third party, or else reimbursed at a rate quoted by a third party acceptable to the BBB. 

  As an alternative, I will accept a written apology signed by **** Merwin, acknowledging the points I have made above. Rather than continue insisting that the customer is wrong, I would like to hear from **** Merwin that it is just possible that he and his staff have made mistakes here.  

  My only mistake was not recording the conversation to prove it. 

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

  

  Business response

  12/13/2023

  **SEE ATTACHED DOCUMENT**

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Earlier this year (January/February), we smelled propane so we contacted Merwin and they said it was normal. The smell wasn't going away so we contacted them a few times and they kept saying it was normal. After asking others who use propane, they all agreed it was not normal. We requested someone to come check our tank. They still said it was normal. We ended up calling the after hours line. That finally prompted Merwin to have to get a tech out. They came out the following week. They did find a leak. And they put a fix on it. They said the only way to really fix it is to replace the tank because they need to remove the valve and replace it (as it was a known faulty valve). Since it was winter, they said they'd come in spring as it would easier to get to without the snow. I waited until the end of June to contact Merwin about fixing their broken tank. I called a few times over the last few weeks. The admin lady I spoke with always took down my information and I had never received a callback. Last week, we got a letter in the mail saying they are increasing their minimum gas usage to ***************************************************** our best interest to find another propane provider.Last week, the company sent us a letter telling us that they are increasing their minimum and basically to find another provider. I don't want to assume but this seems to us that they would rather force us out than fix their issue.

  

  Business response

  02/09/2023

  **SEE ATTACHED DOCUMENT**

*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. ↩