Business ProfileforLuther P Miller Inc

On Mon July 25th , 2022, my husband ***** and I stopped in at Luther P, Miller fuel company to have
someone come out and discuss with us about having a larger propane tank installed due to us getting a
generator to run our whole house. They said they would leave a message with their propane guy. Rich,
who was the supervisor called ***** and said he would be out on Monday Aug 1st at 9 AM.
On Monday Aug 1st, 9 AM came and went and we Rich didn’t show up nor did he call. So ***** called
him and left a message with him as to where he was at. Around 11:10 or 11:15 AM Rich called back and
I answered and he said he would be there in 45min. Two hours later at around 2:15 pm, he finally
showed up. I told him that two hours ago he said he would be there in 45 min. He told me that there
was an emergency he had to take care of and I thought to myself, well you could have at least called to
let us know. My husband had gone into town to run errands, so I showed him where we wanted the
tank set at and he said “no problem”. He then said he would run the gas line either under the siding, or
dig a trench and bury it. I told him he would have to talk to ***** about that to see what ***** wanted
done. He said well, what ever he wants to do, just to let him know when they were going to pour the
concrete for the generator and he would give it a day or two to set and come back out. I said they were
going to pour the concrete on Wed. Aug 3rd, and he said he would be out on Fri the 5th
, just to let him know.
When ***** got home I explained to him what Rich said and ***** said no—he did not want the line ran
that way because if we change the siding, it would be in the way there, and he didn’t want it trenched
under the porch because we had plans to redo our deck and if something dropped on the propane line
and busted it or damaged it, it could spark and cause a fire. He Rich to drill through the foundation and
run the propane line inside. I said well you need to call and let him know. That evening, Wed Aug 3rd
***** called and left a message with Rich to call him back. Rich never called back the rest of the week.
On Monday Aug 8th, I had just got back from taking my mom to an appt. and Luther P. Miller was in our
driveway. It was around 1 PM. I went inside and out onto our back deck and saw our old tank was
taken out and they put the new one in where we had discussed. I walked out the sidewalk and came in
contact with a propane guy. I said you guys were supposed to get in touch with ***** before you did
anything. I proceeded to tell him that ***** did not want the line ran under the siding nor did he want it
trenched behind the porch. They said well their boss, (Rich) would be out in a few minutes. So after a
couple of minutes I went back outside and met Rich coming up my sidewalk. He already had a look of
anger and disgust on his face. I said “you were supposed to call ***** back.” He stated ***** never
called him. I said I can assure you he did I was there when he called. Very snidely he said “I’ll show you
there is no messages on my phone.” (well I know he deleted the message, I am not stupid) So I said
ANYWAY, this is how ***** wants it done and I proceeded to tell him ***** wanted the line ran on the
inside of the house. Rich then looked at me and in a low, angry voice he said “if he wants that done he
can do it himself.” I then told Rich to pack his stuff and get off our property. He then yelled “pack ‘em
up and lets go!”

First off, I am almost positive we, the customer, cannot do that ourselves, it is illegal. You need to have
a Certified Technician to do that. That just shows me that Rich is either too incompetent to do the work,
or just too lazy to do it, nor does he know how to treat customers.

I then went into the house and called Luther P. Miller and told them they were bringing our propane
back and the tank was still 50% full. I knew this because when Rich came out on Aug 3
rd, he looked at it and said there is still 50% in there. I said I want refunded for what is left in there because we already
paid for it. The person on the other end said he would leave a note for the propane manager.
When ***** came home, I told him what had happened, and he called into Luther P. Miller and said
about getting a refund for our propane. They said they charged to bring out tank back and that they
were not refunding us for it.

If Rich would have called us back like he was supposed to or called to let us know he was coming out
that day we could have informed him of what we wanted. We did not make that appointment or tell
them to come out that day, they just showed up. Nobody called to tell us they were bringing a tank on
Aug 8th. As far as taking the tank back, apparently they had plans to do that anyway, they were already
there!

So they are punishing us, the customer, because they have an employee that is incompetent or too lazy
to do his job, so they will just steal money from the customer to compensate for it. That makes them
feel better. My husband has dealt with Luther P. Miller for approx.. 30 years. In 19920 he owned a
mobile home North of Somerset and bought fuel oil from them. In 1997, when we bought our first
house, we bought fuel oil from them and when we purchased this house, we switched from PA Propane
to Luther P. Miller and have been with them ever since. This is how they treat a LOYAL customer.