ComplaintsforUnited Cooperative

• Initial Complaint

  08/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My wife and I purchased a house in ****** which we closed on May 22, 2023. We knew there was a propane tank on the premises but had never used LP since we always had natural gas in **********. On May 18, 2023, I called UC Co-op [UC] for information on LP and they called back on the 19th at 9:27am. We discussed a minimal one time charge to add gas to our tank since we were not sure what it was that ran on LP in the house or outbuilding. We were told there was a minimal amount for delivery and what the cost would be since the tank was low and the month of May sometimes calls for heating at night. On May 23, 2023, at 7:56am we received a call from UC and agreed upon an amount of LP to be delivered and what the charge would be. They informed me that they would be sending a lease agreement over to sign for leasing the tank and repeat service. Once we received the invoice and agreement, we paid the invoice and didn't sign the lease agreement and informed UC they had our permission to remove their tank from our property since we did not own or lease it at that point. We were not told there would be a cost associated with removal of their property. Since we had no contract or lease agreement, and after letting UC know that their tank could be removed at any time, once they removed the tank, we received an invoice for $79. Their tank was on our property and we did not want it there so why do we have to pay for them to remove their property from our property? Are we supposed to roll it down the hill for someone to haul away as junk? We have now received another invoice with finance charges that we are not willing to pay. After discussing with ****, the ** of Energy, his theory is that the $79 is "this charge is the cost of savings for moving to another company". Maybe he needs to bill the previous owner who actually leased the tank. Its like me parking a car in his yard for three weeks and then charging him for me to remove it.

  Business response

  08/24/2023

  I am writing in response to DATCP complaint ******** dated August 14, 2023, received in our office August 28, 2023. Let me begin by saying United Cooperative takes customer service very seriously, and as a **********************, takes our responsibility of serving our member owners very seriously.

   

  I would like to apologize for the way you were treated, this complaint was the first I heard about this. I immediately took this before our President ***** CEO, *********************** and discussed this issue. I have also immediately credited the tank pick up fee as well as the resulting finance charge, I have attached a copy for your records. *************** will also be meeting with *********************, VP of energy department to discuss this.

   

  Thank you for bringing this to our attention, without knowledge and input we cannot correct errors. Thank you for your understanding.

  Customer response

  08/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  05/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today May 19, 2023 I went to the United Cooperative to make a payment of $30 and to fill out paperwork to simply add my name to request fills only! I left the office and the original tank lease owner was informed of a credit pull. I immediately called United Cooperative to find out why this happened. They told that the lady in the office marked a box to request a $1,000 credit which I never wanted. All they could say was sorry. This is illegal to do a credit pull without authorization. I am very upset and frustrated. I need something done about this immediately!

  Business response

  05/26/2023

  Please see response letter attached which was mailed to *************************** today.

  I am writing in response to DATCP complaint ******** dated May 19, 2023, received in our office May 24, 2023. Let me begin by saying United Cooperative takes customer service very seriously, and as a **********************, takes our responsibility of serving our member owners very seriously.

  The result of the credit report being run was human error on the part of an employee at our ******* location. We do apologize for this occurrence and your frustration. I

  have been in contact with Trans Union to get this resolved but as of today have not heard back from anyone yet.

  I will continue to work through to a resolution and have also counseled staff in our procedures.

  Thank you for being a United Cooperative customer. We do appreciate your business. Sincerely:

  **************************

  VP Credit & ************** Services United Cooperative

  ************

  ************ **********************************

• Initial Complaint

  08/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of 2021, we sold a home located at 49 County ******************************************, and moved out of state to be closer to family. Because the home sale/closing can be a hectic and confusing time, there was miscommunication between a representative at United Cooperative and our daughter. Because of this, we were never reimbursed the $347.70 for the propane that was left in the gas tank that we had contracted with United Cooperative, to whom we were long time customers. The new owner has refused to pay us for this gas, and I believe United Cooperative who we originally paid should in good faith reimburse us this charge. They were confusing and not customer oriented to work with during this process. We tried our best to resolve it with the new owner, but he is using gas we paid United Coop for. My husband and I are 75 and 84 years old, this process of selling and moving out of state was overwhelming, and I don't think it's asking too much to be reimbursed by them.

  Business response

  09/08/2021

  See attached that includes:

  
  It is United Cooperatives position that this matter is to be handled by the Realtor and the ************* at closing, much like all home sales that take place in the state where a propane tank or specifically United Cooperative propane tank is present on the property. United cooperative has over ****** propane customers, we average 7 home sales a week and have not had this issue with any of them as the propane or fuel oil inventory in the tank is handled by the relator and closing company, not United Cooperative.
   
  Any further complaints made by the ********* or the ********* needs to be directed to the realtor or title company that handled this home sale as it is their responsibility, not that of United Cooperative, we do not own the propane in the tank at closing, the ********* do.
  

  
  

  Customer response

  09/08/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  That's fine, we will go about social media reviews of United Cooperative's "position".  And technically, we in fact do not own the tank, it was leased.
  
  Regards,
  
  *******************************

  Business response

  09/30/2021

  
  It is unfortunate that Mrs. ******* would like to threaten to use social media means as a way to express here concern with this matter.
  
  Mrs. ******* is 100% correct in the fact that they did lease the propane tank when they owned the property.  They bought and paid for the gas in the tank and when the house was sold it would be the responsibility of the seller to ask for compensation of this product from the buyer, just like property taxes, prepaid trash collection, fuel oil or any other good or service would be handled that was paid forward on for the duration of time that they would no longer be owning the property.  This is the case on every home sale and would be addressed by the relator and or the company handling the closing of the property.
  
  The new owner stated in their email on 9/3, that I have attached again for reference, that he tried to work  out this specific matter and others with the Realtor and was unable to get any response from the Realtor, ***** ********n of Remax Community Realty, Lake Mills WI. 
  
   
  
  
  

  Customer response

  09/30/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  As was previously stated, per the verbal information we received from ******* regarding the closing statement/reimbursement issue, it was a miscommunication.  We recall being told it would not need to go on the closing statement, whereas she states that's what was requested.  Because it was only a verbal conversation, it's a she said/she said situation.  And again, for two elderly people with all that has to be done with a house sale and a move out of state, and the fact that this doesn't happen to them regularly, you think would warrant some grace on their behalf for their long time zero issue customer.  The information is inaccurate about not being able to reach/work with ***** ********n.  She was willing and able to accept any communication.  My daughter was trying to work with the buyer that this was left off the closing statement, who has yet to pay for the gas he came into possession of at closing of the home.  We have given up hope that he would resolve this issue by paying for the gas he began to use immediately, even though his realtor (that's how you spell it fyi) told my daughter in an email that he would be sending it.  My daughter has many text messages with him regarding this situation.  Because United Coop held all the cards, in that they already received payment from us for the gas, they could have easily reimbursed us for what we paid them, and pursued the amount from the new home buyer, as they have the ability to retrieve their tank and/or pursue service cutoff if it wasn't paid.  We have nothing to further take any action with from the buyer, as a small claims court would cost as much as retrieving the lost amount paid for the gas.  And there's no "threat" in regards to making a comment online about a business that I gave years of excellent payment record to not being willing to work things out for us for an unusual situation.  I feel others considering using them would like to know this, as I would if I were pursuing a new propane company in that area.
  
  Regards,
  
  ******** *******

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