Supplied less propane than paid for on 2 occasions; 02/06/14 and 02/24/14.
On 02/06/14, I ordered 200 gallons of residential propane from the company @ $3.499/gal. My 500 gallon tank was almost empty, but was refilled up to around 22%, which is just about 100 gal. They had mentioned about a propane shortage and so I assumed that they didn't have enough (200 gal would have filled my tank up to 40%).
On 02/23/14 (Sunday) I realized that I was running very low on gas; I called on 02/24 (yesterday) morning and ordered 200 gallons more @ $3.899. Gas was delivered same day and tank filled up to 35% (which is about 175 gal).
Here is the problem: for the delivery made on 02/06, I had assumed that they'd charge for the delivered amount (i.e. 100 gal), but upon checking my bank statement, they charged me for 200 gallons ($700.15).
For the 02/24 delivery (i.e. 175 gal), they have also charged me the full amount ($779.80).
I called the company this morning and spoke to ***, and all he said was that they delivered 200 gallons on both occasions. I told him that there was no way the gauge would show 22% three weeks ago for 200 gallons and 35% yesterday for the same. In addition to that, there is now was we could have used 200 gallons of gas in 3 weeks! Even in December and January when the temperatures were lower, the 200 gallons that we had purchased from another company lasted us about 5-6 weeks.
He supported his argument by stating that their trucks have GPS monitoring, and that gauges don't always work right. I'm only disputing the delivered amount, I'm not saying that they never delivered anything. Secondly, this gauge is working fine and has been working fine when I purchased propane from ** *** **
For the order delivered on 02/06, the company owes us 100 gallons @ 3.499.
For the order delivered yesterday (02/24), they owe us 25 gallons @ $3.899.
They could either (i) refill the tank with 125 gallons (25%), but only if we can make arrangements for them to deliver when I'm at home.
(ii). Refund my money for the disputed gallons- $349 for the first transaction and $97 for the second transaction.
Shawley's delivered 200.1 gallons of propane on 2/6/14 and 200 gallons of propane on 2/24/2014 at the request of Mr. *****. Our delivery trucks have meters that measure gallons pumped from a delivery truck into a tank. Any of our meters that are used for resale to our customers are routinely calibrated, inspected and certified by the State of Maryland Department of Weights and Measures.
Propane volume is affected by temperatures.
The average temp on 2/6/2014 was 29 degrees and on 2/24/2014 was 38 degrees average temp.
The same amount of propane will read different levels on a gauge based on the temperature outside. Please reference http://www.propane101.com/propanevolumecorrection.htm. This article will explain propane volume. Your business is very important to us, and so is our integrity. Shawley's position on this matter is that both deliveries you received were invoiced for the correct amount of gallons per the metered delivery ticket. A duplicate copy of any delivery tickets are available per your request.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for reminding me what I already knew. What you may have also addressed is the location of our tank- it is an underground tank, and, while the temperatures may be freezing, it's not affected as much as a typical above-ground tank. Even if it were an above-ground tank, there is no way the pressure could have fallen by half, get lower with rising temperatures in the following days, then run out of gas in 3 weeks!
I was already aware that the gauge may show a slightly lower reading due to the temperatures. When I called the company to have this issue resolved, I told them that I had a "small" problem and a "bigger" problem. I wasn't concerned so much with the 35% reading because it was fairly close to the expected reading. That's why I referred to it as a small problem. My main concern was the 20% reading and running out of gas in such a short time. As I had mentioned in my previous statement, we had earlier purchased a similar quantity from a different supplier- even with similar conditions (during the polar vortex), their delivery (%) was right on point and the gas lasted several more weeks (we actually spent more time at home during the holiday season).
If the company is not ready to make it right, we will refer the issue to other authorities.
The reason we have continued to buy from this company (despite a previous bad experience in October 2013) is because we believe in supporting local businesses.
Final Business Response
I understand that you feel that a delivery of 200 gallons was not delivered as requested because you believe that firstly, 200 gallons of propane should have supplied more than 3 weeks of heat, secondly that believe you tank gauge is more accurate than the delivery trucks calibrated, inspected and certified meter, and thirdly that you believe that your gauge would register a correct and corresponding level after each delivery from your previous supplier ****.
It is Shawley's position that these three reasons are not accurate or reasonable.
In regards to the first concern that 200 gallons delivered by Shawley's did not last more than 3 weeks. Our records indicate that customer within a 2 mile radius of your home, with similar size tank and use propane for heat used anywhere from 7.5-12 gallons of propane per day on average during this same time period. From your delivery on Feb 6th to Feb 24th your home used 200 gallons in 19 days calculated to approx. 10.5 gallons per day on average. Thus, Shawley's believes your usage is reasonable.
In regards to your second concern that you believe your gauge is more accurate than the meters on our delivery trucks that are inspected, calibrated and certified by State of Maryland Weights & Measures, Shawley's believes that our meters are more accurate than a gauge in a tank. This can also be compared to a gasoline pump verse the fuel gauge in a car dashboard.
In regards to your third concern that your gauge would read an accurate level after receiving a delivery from ****, this is not a true statement. As your relationship with this Shawley's began from a phone call from you requesting our service to repair the gauge in your tank because your tank gauge was stuck on 90% at all times. Shawley's retains a letter from you supporting the gauge was stuck, not readings an accurate level after a delivery from another supplier.
In regards to your reference to an previous bad experience in October 2013, Shawley's is uncertain why your believe this is a bad experience. You called in on Oct 18, 2013 requested a delivery and prepaid on a credit card. Then you called back to request an approx.delivery date, you were advised that a delivery would be made within the 7 working days per our company policy for "Will Call" customers, you did not want to wait up to 7 workings days due to concern of running out gas because you did not allow 7 working days time frame before possibly running out of gas. You requested to cancel your delivery and a refund back to your credit card. Shawley's operated per our company policy and did meet your request to cancel the delivery and refunded your card.
Shawley's position in this matter is that both deliveries you received were invoiced for the correct amount of gallons per the metered delivery ticket. Shawley's further believes that the concerns that you expressed to support your statement are neither true nor reasonable.
Shawley's wished to submit a copy of the delivery tickets, a copy of our Will Call Policy and a copy of the letter from you to support our position.
Your business is very important to us, and so is our integrity. We take pride in providing honest and affordable service and products to our customers. As you can see from our BBB profile we have zero complaints.
I am sadden to hear that you are unhappy with our service and believe that with more knowledge of your homes' heating consumption and industry standard delivery process that you would agree with Shawley's position.