ComplaintsforDirect Propane Services

• Initial Complaint

  05/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In person disconnection with no prior notice, no prior invoice of charges, and no explanation of new alleged charges.

  

  Business response

  05/21/2021

  Acct#******
  ****** ****** *** ********* ****
  
  1.) Send bills monthly to ******************************  .
  2.) Hand delivered meter shut off letter on 4/29/2021 in regard to balance being 90 days overdue.
  3.) Sent serviceman to turn off meter on 5/4/2021 for past due balance.
  4.) Serviceman contacted owner before shutting off requesting them to pay past due, so that we did not have to disconnect service.
  5.) Mrs. ****** called in and spoke with *****. She said she needed to pay her balance, so her meter did not get shut off. ***** went over what her past due and total balances were. Customer decided to pay entire balance and asked ***** to please call serviceman      asap, so her meter did not get shut off. ***** said she would as soon as she was off the phone with her. Customer’s service was never disconnected.
  6.) Mr. ****** called in afterwards questioning the bill. Per note on the account, she tried explaining the bill to him or what might have caused him to miss a meter read but then proceeded to get angry and rude. He called Heaven incompetent and complained about        our service.
  7.) Customer sent an email complaint to RRC on 5/4/2021.
  8.) Customer sent a follow up email on 5/15/2021 in regard to the complaint she made with the RRC. I responded to her on 5/18/2021 explaining her bill, apologizing for any miscommunication, and explaining where her bills are being sent. I also offered to change        the billing method if she would like. I offered to send the customer a copy of her history so she could see the usage and payments. I have had no response from the customer.

  Thank You
  
  
  
  
  Thank you,
  
  ***** *********
  Direct Propane Services

  Customer response

  06/02/2021

  Complaint: ********
  
  "I am rejecting this response because:" Thank you for your response. The original complaint states "In person disconnection with no prior notice, no prior invoice of
  charges, and no explanation of new alleged charges." Your assertion that you "hand delivered" a meter shut off letter on 4/29/2021 is completely false. There are no adult residents in my home who received such a letter and we will sign an affidavit confirming this. Your serviceman did indeed contact us prior to shutting off service by telling us in person without prior warning that we had 15 minutes to contact your office and pay an unknown amount of $299.58 or else services would be shut off. 

  I understand you believe you have explained the bill, but to this date no explanation for the specific charge of $299.58 nor an "excess charge" of $186.88 as mentioned in a prior email by your company have been given to me. I have copies of all of my transactions directly from your website. Please tell me anywhere in any of the transactions or bills is there an explanation of the above two charges which you claimed I owed. I've only been given these amounts in conversations with your company and your representatives fail to relay any of the actual charges and payments which are reflected in my customer portal. 

  Complaints have also been filed with the Texas Railroad Commission, Attorney General's office, City Management, and Homeowner's Association. Hopefully you can give them a better description of your unethical practices than you give to your customers. 
  

  
  Regards,
  
  ****** ******

  

  Business response

  06/04/2021

  See attachements.

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