ComplaintsforThompsonGas, LLC

• Initial Complaint

  12/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 9/7/21 I called the Frederick office to cancel my service in order to transfer to another company to save money. I was persuaded by a representative (Travis) to stay with the company and since he could not waive the tank rental fee, he would give me a free tank monitor. I stayed and payed a $78 tank rental fee. It has been three months and the company has not installed the monitor and each time I call I get a different excuse. I got a call from Travis on 10/1 stating that we had not used enough propane for It to be worth them putting the monitor on. We moved in 7/10/20 and maintained the contract that the previous owners had. I have used my fireplace nearly every night since late fall. At this point I want a refund of the tank rental fee and the installation within the next 30 days. It is completely unacceptable for a company of this size to promise something and fail to deliver after this amount of time.

  Business response

  12/13/2021

  Business Response /* (1000, 5, 2021/12/09) */ We have contacted the customer and resolved the issue to their satisfaction. Consumer Response /* (2000, 7, 2021/12/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company came out today and installed monitor. I have received an email with instructions on accessing the app.

• Initial Complaint

  12/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a termination letter 11/26/21 from Kirk R***. Never heard of him nor have I spoken to him. I call and ask to speak to him and the receptionist told me I had to talk to Micheal T*****. I said I want to talk to Kirk R*** that sent the letter. The Alex said she will send him a email. He never called. Micheal call 11/29/21 and told me we can't please your in no way and that I went to Attorney General about price gouging. I said yes n I want fairness. He hung up on me and he wonder why I file complaints. I call to make a payment n the receptionist said Oct and Nov have been wave. This Company can't get the bill right don't know anything. I ask for them to come out and change the plastic cap twice that need happen. Is there a corporate office I call don't nobody know. I don't know how Micheal T***** took Pat place he was kind n a people person. These cats here "Kirk R*** n Micheal T***** " I don't know how Kirk a Director with no feelings and not trying to fine out what's going on. Micheal T*****, don't know how to talk to a customer n loves to hung up n he don't return calls n never in the office. I'm up set it's Christmas time n how u want to come n pick up the tanks for me n my sister. I have to folk out several hundreds to replace the tanks. Surly when u do wrong will follow u. This is your problem over charging me. Thanks to Patrick that educated me. It took for ever to get the bill right. Only because I know how to read the meter. To all customers that read this always check your meter n know how to read it n always check the gallons in the tank and make sure you check it before the put gas in it n after. Let this sit in your Spirit M. T*****!! God be the glory for me what can u say!! This is Thompson Propane Gas in Thomasville I can't speak on the other surrounding branches. P.S you have a pack up date for the 28 made sure that happen and if after the 28th call me to set up a pick up date this is my property and I want to be present. The hell I went th

  Business response

  12/15/2021

  Business Response /* (1000, 10, 2021/12/08) */ Complaint # ******** In February of 2021 we received a complaint from Ms. ***** about the meter reading and it not being correct. We explained that we read the meters monthly and they were correct but to help ease her concerns we credited Ms. *****'s account $100.00 and her sisters account $200.00 for any miscommunication that was had. Then again in April of 2021 we received another complaint about the meter reading not being accurate on her and her sisters account. To accommodate her request, we credited her account 110.52 and her sisters account $200.00 at that time. They requested at this time that they would begin reading the meters and calling it in to us to prevent the false meter readings they claimed were happening. We then received a complaint from the Attorney General that we were pricing gouging in November of 2021 from Ms. *****. From our research through the EIA website Ms. ***** was being charge on average $0.38 per gallon less for her propane than the state average during this timeframe of the compliant. We have made every attempt to address Ms. *****'s complaints and accommodate her request. On November 26, 2021 we sent Ms. ***** a letter advising her that her and her sisters' tanks would be picked up on December 28th, 2021 and her service would be terminated with Thompson Gas. We also waived all gas bills for the usage of November and December while she could find another supplier for her propane gas needs. At Thompson Gas we strive for exceptional customer service and regret that we have not been able to meet Ms. *****'s expectations. We hope that by waiving all gas charges for November and December she will be able to save her monthly gas bill funds and find another company to fulfill her needs.

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