Overcharged from my checking account for propane delivery. Delivered much more than I asked for, and also made a mistake reading their own ticket.
I ordered propane from Thrifty at the end of December. On the phone, I asked for 135 gallons to be delivered at an agreed rate of $1.569 per gallon plus tax. I would have no problem if this is what they actually did. However, on January 9th they delivered 239.3 gallons of propane according to the ticket that was left in my door jamb from their own pump meter.
Several days later i noteced that Thrifty had taken $522.47 from my checking account!
I immediately called them and asked why they had charged so much. I was told that I was billed for 293.3 gallons at $1.569 plus tax and fees.
First of all, I told them that they made a mistake, that my copy of the meter ticket says 239.3, and that they had transposed the numbers to read 293.3 gallons when they entered it into the system. I also inquired as to why they exceeded the 135 gallons that I requested. She said they filled the tank. When I placed the order, my gauge was at 53%, which meant I still had about 265 gallons remaining, which meant I needed about 135 gallons to fill it up to the limit of 80% capacity, or 400 gallons. This is why the entire discussion centered around the rate of $1.569 per gallon. I knew I could afford that much gas, so I accepted the price. Now, i received an internet quote for the propane prices the night before placing the order, which I have a screenshot of. They quote prices per gallon on a sliding scale based on the number of gallons you purchase.
Now if I had intended to buy 239 gallons, then the quoted price on the chart would be $1.299 per gallon. I asked for the price to be adjusted since they did not follow directions and deliver only 135 gallons, but they refuse to do anything.
I have called no less than 7 times and talked to the billing dept to no avail. Each time I am told that they are pulling the driver's meter ticket for my delivery and that someone will call me in a day or so. No one has ever returned a call, nor have I seen any refund to my account.
In closing, I am asking that the lower rate that is on the quote (which I have a picture of) be honored since they delivered more gas than I agreed to purchase at the specified rate on the recorded phone call.
Second, I want them to acknowledge their mistake in the data entry when they said I received 293.3 gallons, which is not true, as my ticket clearly says 239.3. I have also offered to send photos of the ticket, but they do not care. They owe me a refund for 54 gallons of propane that I did not receive.
I think that the bill should be as follows:
239.3x 1.299=$310.85 x 1.07 for tax= $332.61
$332.61 plus approximately $30 in misc. fees they charge would give a total of $362.61
$522.47 minus $362.61= a REFUND of $ 159.86
I can also prove the time, date, and length of each of the MANY phone calls I made to their billing department since January 12, 2015 to now. I cannot believe that you are NOT ALLOWED to speak to someone in charge on the phone who can actually look at your account, see what has happened and make a decision. All they do is take your info and state that they will forward it to the "Refund Department". I cannot understand how you can just overcharge someone, then refuse to talk to them, and never call them back. I actually hate that I have to file this complaint to attempt to get restitution. I had been a loyal and happy customer of Thrifty Propane since June of 2007 until this whole mess occurred!
We regret Mr. *****'s unsatisfactory experience and are striving to improve our deliveries as requested. We have noted the account for 54 gallons and requested a refund for $159.86.
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes, this is acceptable as long as they follow through with the refund. I wish this could have been resolved with any one of the multiple times I called and tried to explain the issue to them.