ComplaintsforThompsonGas, LLC

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  About 4 weeks ago my hot water quit working (gas) terminal coupol went bad and pilot light still wouldn’t work correctly come to find out control box attached to Heater wouldn’t work correctly. so heater 24 years old n trying to find a part was scarse so had to get new hot water heater . And it wouldn’t keep pilot light lite . Come to find out no gas in tank completely empty. Called Thompson who bought business from ******* ******* ( Deland Fl) customer over 22 years friend of family no issues with any stove heater! After acquiring ******* suddenly tank empty. After talking to ******* was told Abby dropped off schedule… Had some customers dropped n trying to get corrected. It was a written schedule converted to electronic.. Now I have been on several conversations n worked both sides n always do the customer service in making sure no mistakes. My account was not only one dropped. After getting tank full back up. Had to take off work to house check appliances since tank empty to make sure working properly. Once heater full pilot light lite. Damages New heat $950.00 Tank cost $345.09 to fill Licensed Gas Contractor worked on old to new never see this before n said pilot damages due to tank empty Notified Thompson Gas Deland Fl Supervisor Joelle 48 hrs ago nothing back from Thompson. I would like to be compensated for damages cost. Heater and tank. Thank you Again never had any issues with ******* over 22 years. Thomason acquired over a year and all sudden heater goes out n issues. Umm!! Sounds like Thompson needs some work to do.

  Business response

  03/06/2024

  Based on the details of the circumstance, we have agreed to waive the cost of their last delivery plus a $100 credit towards their next fill.
  
  The customer has been set up on a scheduled delivery frequency since the acquisition. However, their last delivery was delayed because the account had a past due balance for tank rent. There was communication back and forth from us to the customer and we were told “the check is in the mail.” When the customer called on 2/8/24 out of gas, and reiterated that the check was in the mail, the Operations Manager released the hold on the ticket. We filled the tank on 2/9/24. She called back in on 2/12/24 and requested the manager call her in regards to her water heater issue, he returned her call that day leaving her a message. We did not hear back from her until 3/1. The Operations Manager reached back out to her and arranged a meeting to go over the issues, which was today, 3/6/24.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife called last month to pay our bill they tell her we are paid and actually have a $35 credit on the next month. We received a bill for $800. Had a service tech come check out any leaks because there is no way our meter is reading right for us to use 200 gallons a month he does a check saying there is no leak and that the gas had got so low that it took time to get gas back into our lines because our hot water heater and stove quit around the same time I had him check for the leaks. Which is not good because they let it run out and didn't check the tank .They put 80 percent in it less than three weeks ago it's currently on 20 percent and cut off because we don't have $800 plus a $75 service fee to pay it because we were informed we were paid up. The problem is the address is in two different people's names and they didn't ask who was calling just a physical address. But the other name hasn't lived at this address in two years. I'm not trying to be mean i understand mistakes happen but we just got the wrong information and would like for Thompson Gas to make good on the Bill and to Keep a better watch on our tank .Thank you for any help yall can provide.

  Business response

  03/08/2024

  A resolution was reached with this customer on 2/23/24 and account is in good standing.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I, ********* *****, had a previous residence at ***** ******* ** ******, AL 36756 where I lived from June of 2022 until May of 2023. I departed the residence and my ex fiance took over all bills of the residence from that month forward May 2023. I began taking things out of my name for the residence immidiately. I tried to cancel the propane service via the Thompson Gas website. I was unable to cancel the account without speaking to an employee so I deleted my card information off of their account that was in my name. I spoke with an employee about canceling the account and she mentioned seeing where the card had been deleted and that my account remained active due to a system problem when they were doing an update to their new portal.I was reassured the problem shouldn't cause any further issues, Months later, I recieved an e-mail that propane had been delivered to my location on the account mentioned above. After recieving this e-mail I promptly called and explained my situation including that I no longer lived at the residence and my ex fiance should be taking on the payments. I was then asked to give her information to the company so they could set up an account for her and cancel my account and I would later recieve a phone call. I never recieved another phone call. I recieved another e-mail a saying gas had once again been delivered. I called immediately and was told to ignore any further e-mails and that it would be taken care of. Fast forward to January 2024. I recieved a bill from Thompson Gas at my new residence of *** ***** *****, Cordova AL, 35550.This was forwarded from my previous address. I called the company and spoke with a woman. I explained that I have not lived at the residence since may of 2023 and she responded saying this bill was for gas delivered in October of 2023. I told her the BBB would be contacted if this issue was not resolved. I was told the main office would be gotten in touch with in an effort to resolve the issue.

  Business response

  01/31/2024

  We resolved this issue on 1-25-2024. Thompson Gas apologizes for any miscommunication. 

• Initial Complaint

  01/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This is the 2nd time I have contacted this company over a bill we should not have received,for 1 we paid in advance for supposedly the whole winter,the point of paying in advance was that we would not be billed again for the remainder of 2023-2024 winter months,to say I'm angry would be an understatement,I should not have to keep explaining especially when I had to call 2 times just to get anyone to come fill the tank,it takes almost 10-12 days for the tank to be filled,might as well call a month in advance and the fact I told them we were billed in advance over the phone and she assured me we WOULD NOT be billed again,please adjust my bill or I will be going with another company

  Business response

  03/05/2024

  Good Afternoon,

  The customer was contacted on 1/29/2024 and her billing issue was taken care of.  The delivery times we were experiencing in her area were due to a winter storm and us having the ability to safely deliver to our customers.  There were road closures and inaccessibility in that area.  

  Please feel free to reach out to me with any further questions or concerns. 

  Customer response

  03/06/2024

  Yes the bill has been credited to my account and I am happy with the result but they didn't address the full issue,she didn't address the fact we kept getting billed and at the time they refilled the tank WE WERE NOT having storms as they claimed was why the delay,but since the bill has been adjusted we are still pleased ,I will just remember to call a lot sooner next time since it does take at least 10 days to refill 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We put in for a fill at the beginning of the month but we never got it. So because of this, we ran out of propane and had to have an emergency fill done. They charged us an emergency fill fee that we had to pay immediately on top of that they charged us ANOTHER emergency fill fee on the bill. SERIOUSLY!? Anyway, because the tank is empty, they have to do a leak test but they didn't tell us this when we called and they also didn't give us a time frame when they would be here to fill the tank either so we weren't available when they arrived. We've now been without heat for 2 days in the dead of winter with below freezing temps at night and they are now saying they will not be here till FRIDAY to unlock the line so we can use the propane they gave us yesterday. Not to mention, I've requested multiple callbacks from their managers and I've yet to receive a single one. Their customer service is appalling. What I want is our heat to be working. Them to come out TODAY 1/23/24 and unlock the line so we can have heat. We can't even cook right now either but honestly I don't even care about that at the moment. Also because of all of this, I expect the money we paid for the emergency fill to be refunded plus the emergency fill charge to be removed. This is not how you treat your customers. The amount we paid for emergency delivery was $260. The amount we were charged in the bill for the delivery for the emergency fill was $150.00

• Initial Complaint

  01/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a customer of Thompson Gas since 2022. I signed a contract and was placed on automatic deliveries when my propane level reached 30%. The contract stated that the company would monitor my tank and fill it up accordingly but before the propane level reached 20%. On December 13, Thompson Gas came to my neighborhood and filled up my neighbors tanks but did not fill up mine. At that point, I had less than 30%. On December 14, I placed a request for delivery as my propane level was quickly declining. On December 15, my area received 8 inches of snow. On December 18, I called Thompson Gas and was told that even though I only have 13% of propane, they were not dispatching trucks to fill tanks. I was assured again that they would dispatch a truck to fill up my tank as soon as possible. On December 20, Thompson Gas sent a truck to my neighborhood which filled up each of my neighbors tanks and then proceeded to leave without filling up my tank. At that point, I had 5% of propane left in -1 degree temps. I was advised by the driver, who I flagged down, that I was not on his list to deliver propane. I made 4 telephone calls to Thompson Gas in Sevierville, TN from December 14 to the 18 to request that my propane tank be filled as quickly as possible. I was forced to turn down my thermostate to 60 and turn off my hot water tank to conserve propane so that my pipes did not freeze and burst. I had to beg the driver to fill my tank. After talking to dispatch, he finally agreed to fill my tank. At that point, I had less than 6 gallons of propane left to survive on for heat, hot showers, cooking, etc., during a snow storm. No other Thompson Gas trucks entered my neighborhood the remainder of the weekend. Thompson Gas contract and promise to customers is written that their customers would never be without propane in the most extreme weather conditions and/or propane shortages. If I had not begged the driver to fill up my tank, Thompson Gas would have let my tank run dry.

  Business response

  01/26/2024

  Dear Mrs ******,

  I apologize for the delay due to the weather, we had a very high call volume during this period. We tried to service everyone as quickly as we could and as safely as possible. Thank You for choosing Thompson Gas as your Propane provider.

  Customer response

  01/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  It does not explain why, after multiple calls to Thompson Gas during that week and a request for refill before the snow storm, that we were STILL left off the dispatch list when our neighbors received gas the weekend before and the weekend after the snow storm. We were sitting at a 5% propane level and literally watched our neighbors receive propane and our home is skipped over after receiving multiple assurances from customer service representatives that our tank would be filled as soon as it was safe for the trucks to travel. We have a contract that states we would be put on a list to recieve propane at 30%. We were less than 30% before the snow storm and were not filled when the truck came to our neighborhood before the storm. If no truck was dispatched to our neighborhood, there would not be a problem, but after the snow storm and 4 calls to Thompson Gas, a truck finally came. But, he filled up the person beside us, skipped us, and filled up the person on the other side of us. I want to know why and a guarantee that this won't happen again. I should not have to beg for propane from a driver when we pay our bill on time every single month. 

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  01/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  January 8, 2024 order was placed to ThompsonGas for Propane delivery. Company was informed reserve tank was almost empty and a delivery was needed as soon as possible. Consumer went down to the office and paid $500 credit toward Propane delivery and has called the company every day for the last 3 weeks to see when the propane was going to be delivered. Consumer was told repeatedly that the residence was on the list and delivery would be made but date and time were unknown. As of January 22, 2024 no propane delivery has been made, the consumer is out of heat and hot water and is a senior citizen. There has been no resolution to date.

  Business response

  01/26/2024

  We apologize for any delays on this delivery but it does show that we made it on 1/23/24.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  In September I put in a request to cancel my service. I recieved a call from Thompson asking why I wanted to cancel. I explained I thought their prices were too high and I could get a better rate somewhere else. They offered to lock in my rate for one year, which I agreed to. After 3 days, they came and filled my tank. Prior to locking in the rate I was on the auto fill system, so 4 months later, I started wondering why they have not came to refill my tank. Yesterday I went out to check the level and noticed that I am almost empty. I had called and asked why they haven't been out to refill and they informed me that they no longer have auto fill. I asked why I was not informed of this and was told to wait a minute while she checked my account. I was then informed that when I put in to cancel, they took me off auto fill. My account was never canceled, due to me locking in at a lower rate. She said it was going to be 5 business days before they come and fill my tank. I am almost empty, then will be charged for an inspection on my lines if I run out. It would have been nice if they told me about taking me off of auto fill when I locked in the new rate so I could have avoided this from happening. Now temperatures will be in the low teens this weekend and I will not have heat. With auto fill they are suppose to come out right away if you run out, so now we are running electric heaters just to conserve what little gas we have left in our tank so we won't run out and have to pay more than needed, and everyone knows how expensive that can be. I contacted Thompson Gas again today and now it may be up to 7 business days before I get refilled. Since they did not inform me that they were taking me off of auto fill they should deliver right away.

  Customer response

  02/20/2024

  I canceled my service with Thompson Gas and will never do business with them again. It took them 7 days to deliver the propane we had to run space heaters in the meantime. They did not care that temperatures were in the 30's during the day. Then they tried to over charge me once they delivered. It is best to stay as far away from this company as possible. There are many other companies out there that know how to treat their customers. Glad I no longer have to do business with them. Thanks for trying to help me with this situation.  

• Initial Complaint

  12/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Thompson Gas is our gas supplier. We fell behind in August due to a family medical issue and accumulated a large bill which has since been paid in full. We were not informed we were placed on a “pay in advance” status. I called twice to schedule a delivery and was assured each time by Kathy and Tracey in the Ocala, Florida office that our automatic deliveries were going to be set up since we were paid in full. There was no mention of pay in advance going forward. I called today and was told by Patty that we couldn’t receive a delivery unless we paid in advance. She stated the collections manager Kristie, who was not pleasant or customer service oriented at all, informed me we would be staying on that status and there was nothing I could do about it. She was not helpful even when I explained it was never mentioned to me about the pay in advance and we were now at almost 0% in my tank because we have been waiting over two weeks for a delivery we thought was coming. They have put us and our home in jeopardy and with this cold weather, my 85 yr old mother is freezing and also my children in the home. This is not the way to do business. I have since requested a delivery to just put us at 20% for now and I have yet to receive a call back to schedule it. I will be switching providers as this is not the first time they have screwed us over. I am so dissatisfied with their lack of empathy and customer service it’s plain disgusting that they would allow people to suffer and they sit behind a desk and just not provide for people in the community. They should be ashamed of themselves. I will be leaving many negative reviews on google and neighborhood pages so people will know how bad they really are. I’m highly disgusted at this point.

  Business response

  01/03/2024

  This customer has a long history of bad pay and collection issues. This was an acquired account from ******* ******* in 2020 and came over to us with a substantial balance. We have offered her several payment plans over the years due to her ongoing bad circumstances, as we always try to find a way to help our customers and take care of their needs. She has never held up any of the payment plans as promised within the timeframes she agreed to, and typically only pays the past due balance when she calls for more gas, with another “unforeseen bad circumstance.”
  
  Her account was written off to bad debt in August for $1,365.25. At that time we changed her to PIA only based on the history. She did pay the balance in October, which we lost 20% of that for the Arm fee . The customer called in on 12/1/23 for a delivery, unfortunately, the CSR did not ask her for the payment upfront. The delivery ticket was on hold, since her account is set up for prepayment. She called back in to check on the status on 12/12 and asked to speak with Kristi T*****.  She was extremely rude to Kristi when she called to get terms again on her account and told Kristi that she had a family emergency in August, and we are not on the top of her priority list. Kristi explained to her that because of her account history that she does have to prepay for all gas deliveries. She sent in an online delivery request again on 12/15 requesting a delivery and a call back. Mike Whitmore called and left her a message shortly after the Infoline email came in. ****** called Mike back and when Mike told her he wanted to discuss the complaint and that we have decided not to move forward with her business she said immediately hung up on him.
  
  While we never want to leave any customer, we have made the decision not to move forward with her business. She owns her tank, and has the ability to order from any other company in her area.
  
  Thank you!

  Customer response

  01/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  They have been nothing but rude to me since they took over *******. Their prices are unreasonable and their attitude towards my family has never been acceptable regardless of my “unforeseen circumstances”. Heartless! I will hang up on ANYONE who is extremely rude to me. They’re disgusting and should be ashamed of themselves. They’ve been rude to me since Day 1 and because I won’t take it from them and reported them to you, this is their retaliation. Have at it. Im done with them anyway. The entire neighborhood knows how bad they are anyway. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  10/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 10/27/23 I called to cancel my service. I had gas still left in my tank. New owner of the home called and had gas put into the tank. Thompson Gas is saying that it would have been a wash since they charge fees for coming out and picking the tank up (which is rented out) and another fee would have been added for retracting the gas out of the tank. None of these fees were explained nor told to me a couple of months ago when I called about switching over to a natural gas company. But they didn't have to do any of those things since the new owner called to set up service with them and had them put more gas in the tank. So instead of just doing the right thing and paying me the money owed for gas in the tank, they have made double the money they would have made for not having to pick up a tank and then go re-install a new one for the new customer.

  Business response

  11/05/2023

  I spoke to Mr. ***** **********.  He was irritated because earlier in the year he called in and said he wanted his tank picked up and he was told he would get refunded for the 50 gallons in his tank.  Last week, he called in to confirm the tank pickup and he was informed of our pick up and restocking charges.  He said he did not feel this was fair to him.  I apologized for the confusion and told him we would refund his 50 gallons in full.  I obtained his new mailing address and we are processing his refund.  He appreciated the call and was satisfied.

  Sincerely,

  Jim H J****

  Thompson Gas

  Amory/Columbus/Detroit/Red Bay/Shannon/Columbus

  Customer response

  11/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **********

*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. ↩