3 Customer Reviews
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Review from Lakin B
1 star01/23/2024
My gas went out on 1.19.24, and I called Rutland Bottle Gas at 5:01 that evening and went to the automatic message. I called both emergency lines because it had snowed about 6 inches, and the temperature was going to be in the teens. I had just gotten 2 full tanks on 12.27.23, and I was out of town for five days since then. When the driver came in to do the leak test, he said that he left one side on and one side off. He said when it goes out, I will need to flip the lever. He showed me how to start the heater inside, but said he didn’t want to show me outside how to switch it because it was so muddy out. He described what I would have to do. When I told the first guy that I talked to at 5:08 on 1.19.24 from the emergency line that the driver said I would have to switch the lever, he said he couldn’t comment on it. He said I know a lot of people go through gas quicker than they think. This guy asked me to text him my address, and he responded back asking for my name when he couldn’t find my account. He texted me at 5:22 and said he reached out to dispatch and was waiting on a response. Then, a guy who said he was the drivers boss called me at 5:30. I missed his call, but called him back immediately. One of the first things he said was he talked to the driver who said he left one side on and one side off. Then, he asked me if I switched the lever because the other tank should be full. I said no, and my brother in law just checked; both tanks were empty. I said if he told me it had to be flipped then how are both tanks empty? He said my drivers are all almost out of hours, so I don’t know when I can get someone out there. He asked if I had other heat, and I said not really. I can use space heaters though. I had people here with me when he was on the phone, and he said we will bring a new tank. I would just need to go out and check it once a week. Then, when one tank flips to red, that’s when I will know that side is out and to call back for a refill.Review from Jessica M.
1 star01/12/2023
Horrible customer service, I ordered a tank of propane well over a year ago on credit I had...when I called to order it I specifically said I had previous credit and would like to use it, not once did they tell me I had no credit left, it has been over a year and I have not recieved anything via mail nor phone call, and 2 weeks to a month ago a driver came to get the tanks because we haven't used their services for a year and my husband told the driver we were still using what we ordered and gave the driver my phone number and driver said ok it's all good then and left the tanks...I had dinner plans with friends and went to turn on my stove to start cooking and gas was out so we went to switch tanks (because we had 2 of them) and the tanks were gone.....I called and they couldn't tell me when they were bringing them back, sprung a bill on me I didn't know I had and was going to pay it and then proceeded to tell me they are not billing me and making my account 0 and not servicing me anymore and not bringing out my gas that I previously had before I even called them about a year ago! Said there are several other providers in my area, obviously at this time of year they are booked up so now I have no propane and no stove to cook meals for my kids because they didn't want to deal with an upset customer . They obviously had my address they could have atleast sent me something in the mail stating I had a bill or even tapes something to my front door like any other company does as a notice!Customer Response
01/12/2023
I want to add that I was an office manager for 10 years for the company I worked for and never would we ever treat a good customer this bad! All I wanted was for them to bring me my tanks back within a couple days so I can make meals again and not have to eat out for the next week, and this is what I get for being a good customer...I had no problem paying the bill, I was upset they came and took the tanks without notice!
Rutland Bottle Gas, Inc. Response
01/13/2023
We have very good customer service here. I'm sorry it ended up being this way. We sent several notices and came out 2 different times to collect a past due amount. We had no other option than to pick up our equipment. Unfortunately this is how we have to do it when we can't get cooperation.Customer Response
01/23/2023
U did not send several notices because as u said on the phone u did not have any updated information due to mailing address and phone number to contact me, and when I ask when u can bring my propane back after I pay it ur receptionist specifically said...it could be tomorrow or a week from now that she did not know when it could be here.....not only is that unreliable but also unprofessional, and it is not my fault that we put trust into your driver with my phone for contact when he was here a month ago and left the tanks because "all is good now". This is not fair to your customers to treat them this wayReview from James F
1 star02/04/2022
My tank ran out of propane. I checked it last month and I had approximately 40% which in reality equates to half of tank since they only fill to 80% capacity of a 500 gallon tank. They told me that they didn't know when they could come out and fill the tank. It has been in the 30's during the day and will be in the single digits tonight. I have called and called and called and can not get anyone to come out. The lady at the desk told me I would just have to " rough it out" . This is ridiculous! I have even been making numerous calls to ***** with no response... If possible I would not recommend this company for your propane needs.Rutland Bottle Gas, Inc. Response
02/07/2022
When customers wait until they are out to order propane it puts a strain on how we take care of customers. That is what *********************** has done. It not only creates emergencies, it is also dangerous. We now have to do a leak check because the system is empty. We have to more our route around to get people that run out and leave customers that called when they were supposed to. Then customers that have called in on time start to run out. If ***** does this again then we will be forced to remove our tank and have him get propane somewhere else.
Customer Review Rating
1/5stars
Average of 3 Customer Reviews
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