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Complaint Details
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Initial Complaint
03/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I paid a Tank Rental Fee for 6 years of $69.39 and a 7th year of $70.83. This year, after filling my propane tank in November (automatic refill - I did not request this fill-up), Parker changed to a Minimum Usage Fee of 200 gal/year. If the customer does not meet the minimum usage, they make you pay the difference - in my case $124.85. They did not notify me of the change. They did not send out updated terms of use. I do not use enough propane for my fireplace to justify their new minimum usage fee. To avoid excessive charges in the future, I cancelled my service. Parker had just refilled my tank so they removed 96 gal propane and took a 30% restocking fee and charged labor for tank pickup. I have been a Parker customer since 2017. On my 2017 agreement with Parker it says "10. Tank Removal Charges: In the event Company terminates this agreement for cause; or customer terminates this agreement within 2 years of installation: (a) customer shall be liable for tank removal based on Company's normal labor rate, (b) customer shall be entitled to a credit (or refund, if there are no other payments of charges due to Company after application of all charges and any security deposit) based on the gallons in the tank so removed at the propane price than in effect; and (c) customer shall be liable for a restocking fee of 30% regardless of length of time agreement is in effect based on remaining gallons in tank." As a Parker customer for 7+ years, I think they owe reimbursement for $112.09 labor I paid. I think they should have told me that their policy had changed to a minimum usage. They knew my usage was low and they filled my tank, charged a minimum usage fee, labor and took a 30% fee on the entire amount in the tank, all within a couple of months. When I called their customer service to ask about charges, they were not upfront with the cost to disconnect service. It was all a surprise to me. I think they should reimburse me for some or all of the ovecharges.
Business response
03/19/2024
*************,
We appreciate your past business immensely. You are correct in that our tank lease changed from a flat fee to a minimum usage fee. This was effective January 2023. Last year your usage was higher than this past year which is why the amount differed. We had no choice but to change our structure due to the increased cost of propane tanks over the past several years. The positive about the minimum usage is that if you use closer to the minimum of 200 gallons, then you actually pay less than before. We felt like this was a fairer way to structure our program than to increase the lease flatly across the board. I understand that no one likes a lease charge, but I'm sure you are aware that most companies charge this. ******** utilities charge a minimum fee monthly, natural gas, etc. I think you will also find that our lease is very competitive with other propane companies in the area.
With that being said, I am going to credit you back for the last year's rental of ****** and also the labor charge of ****** for removing the tank. Total of 236.94. I hope you realize that we are a family owned business and strive hard to treat our customers as we would like to be treated. In a perfect world, we could provide tanks to our customers and not require a minimum usage, but unfortunately at today's cost of doing business, we would be out of business if we did that.
The additional refund will be mailed out to you in the next few days. Again, we thank you for your past business and hope to service you again in the future.
Thank you,
Parker Gas
Customer response
03/19/2024
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,
*********************Initial Complaint
02/15/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
This concerns the Smithfield Parker Gas Co. I have gotten gas here for a very long time. I have a small tank and I have ALWAYS tried to use gas as little as possible to save money. I'm divorced and on my own. Years ago they started charging a yearly tank lease of 74.00. I think this is just wrong. So Jan 2022 they are now charging a yearly tank fee of 155.00! They say if you don't buy 200 gallons a year this 155.00 is your yearly fee! Well this is ********. I have a small tank and like I said I conserve the gas as much as I can! I don't have extra money to buy 200 gallons a year! I shouldn't be penalized for trying my best to conserve gas. Sincerely, ***** *******Business response
07/08/2022
Business Response /* (1000, 5, 2022/02/16) */ Ms. *******, I understand your concern. Unfortunately we have seen tank prices almost triple in the past 2 years. We can't justify buying new tanks at these prices when we have tanks in the field that are not being used. We are showing that there has not been a delivery tor your residence for 3 years. Your tank lease is now a minimum usage fee. Meaning it reduces as you use gas down to 0 if you use 200 gallons annually. Prior years it was a flat rate if you used less than 200 gallons. Many customers have seen a decrease in their lease this year. We are no different than your power company, water, sewer etc. They all have a minimum or flat rate they charge monthly if usage is low. I will be glad to make a one time adjustment to your lease back to last year's rate. Other options would be purchasing the tank. If you are interested in that we can give you options to do so. Again I apologize for the increase. We adjust our rates based on our replacement cost of equipment. If that changes and comes down, our rates will reduce to reflect that. Thank you! Consumer Response /* (3000, 7, 2022/02/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Parker gas said I could pay 74.00 not 155.00. I would like a corrected statement and then I will pay 74.00. I will use what gas I have in tank and then I will have them pick up tank. I will no longer do business with them. Business Response /* (4000, 9, 2022/02/22) */ Ms. *******, I have credited your account and re-billed at last year's rate. I have noted on the account that you will be using up the gas in the tank and then would like it picked up. Thank you for your past business and if we can be of assistance in the future please let us know. Thank you, Parker Gas Consumer Response /* (2000, 11, 2022/02/24) */ (The consumer indicated he/she ACCEPTED the response from the business.)
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.