Failure to provide service when requested, then causing an emergency situation, then charging more money to rectify the problem.
Account # XXXXXX
On the morning of February 4th, I woke up to the smell of propane and low temps in the house. I had requested a propane fill on January 6th 2014. During this request, I realized there were other issues causing the problem, not an empty propane tank. I do have phone records of the calls made to them. They were asked to fill the tank and charge my credit card, which I assumed they had done. On the morning of 02/04/1; Realizing that I was running out of propane, I called to see if they had filled the tank as previously requested. I was told no and that they could not get anyone out today to provide service, it would be later in the week before anyone could make it out. After several conversations with "*****", she finally got "****" on the phone who said he could make it out today with a $140 charge to solve my emergency. This is the 2nd time that I've encountered a major heat emergency and Sharp has charged me extra fees to rectify the issues that were caused by their poor communication and service. The office always tells me that I can not use another propane company because I have their tank and that it is against the law. In my contract it states that I can pay rent on the tank and that I only had a one year contract with them, which was in 2010. It seems as though they are trying to make money by whichever means necessary, even @ the expense of their customer's well being and property.
On the first occasion, they came out to the house to cut the propane off without my knowledge. No letter, no phone call on a shut off. I did owe them money on the first fill, but they filled the tank without my request in November. I usually wait until December because of a tight budget. I am a single mother of 2. I called immediately to let them know the situation and asked them not to do that again without a phone call first to fill the tank and that I would pay them as soon as I could. "Sherry" informed me that they could not fill my tank again, which should be around February, until I paid for the first fill. I said ok.
On January 6th when they came to the house without a letter or phone call, or a knock on the door, to say that they were shutting my propane off, it was suppose to be 7 degrees the next day. I called them to pay the bill, thinking I had run out of propane. I was told that I had been shut off and they couldn't make it out to turn it back on for a week. I have five people living in the home with pets. I could have had extensive pipe damage in the home, not to mention my family. I had to argue with them for @ least 30 minutes, before the manager got on the phone to tell me he could make it out to turn it on for an extra charge of $30.00. They are charging me the highest prices possible on the propane and continue to play these "extra charges" games, when I have no other recourse but to pay them. To me, this doesn't seem fair or right, and this should be against the law. Luckily no one or nothing suffered any damage, other than the shear aggrevation of dealing with such an un-proffesional company @ the expense of others in order to make more money.
I would like to be refunded for @ least, my $170.oo in extra charges, due to their own lack of communication and poor service. Along with some clear explanation of my rights in using other propane companies. I do not wish to deal with Sharp Energy in the future with the type of service they are providing.
Complaint Case# XXXXXXXX
I have reviewed Ms. ******* account and have spoken to the Easton office regarding her complaint.
Ms. ******* received a delivery on September 25, 2013 of 193.4 gallons. On November 18th there were messages left for Ms. ******* to contact the office because she was past due. The office finally got hold of her on November 25th and she made payment arrangements with them. She advised the office that she would make a payment online the following week of $206.00. The arrangements were to pay $206.00 for the next 3 months and she was advised that the balance must be paid before getting another delivery. On December 13th she was contacted about not making the payment that she had promised. From December 13th to January 5th Ms. ******* made no attempt to pay on her bill or to contact the office. On January 6th our Service Tech went out and disconnected her tank due to no payment. Once the tank was disconnected we received a call later that day and she paid the balance in full with her credit card.
Ms. ******* account is a Will Call Account and she has been advised to monitor her tank. Once the tank reaches 25% she needs to call the office and request for a delivery and she is advised to pay at the time of placing the order.
On February 4th when Ms. ******* ran out of propane, it was because of her not monitoring her tank and calling to request for a delivery. Sharp Energy charges an out of route fee for any Will Call Customer that request a delivery the same day. The fee is $140.00.
Ms. ******* has also informed another propane company that she owed the tank and had them fill Sharp's tank. We contacted the propane company and advised them that it was Sharp Energy's tank. We then reached out to Ms. ******* and gave her an opportunity to purchase the tank.
I feel that Sharp Energy has gone above and beyond providing propane service to Ms. *******. Sharp Energy is not holding Ms. ******* hostage; she is more than welcome to go with another propane company. If she wishes to do so, Sharp will need to be contacted by the propane company that she wishes to have and we will be happy to swap tanks with them.
Sharp Energy does feel that they should give any refund due to the charges that were placed on the account.
If you have any questions regarding this matter, please contact me at *************
Customer Experience Manager