ComplaintsforMatheson Tri-Gas, Inc

• Initial Complaint

  02/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Today 2/27/2023, I recived an invoice dated 2/1/23 with a due date of 2/2/23 along with a late notice dated 2/20/23 in the mail, at the same time. I called the company Matheson Tri-gas lacated in Plain City (that is the location that provides residential propane) and asked why I recived both on the same day and why the due date was the day after the invoice date. I also asked when they informed customers as to the tank lease fee. The very polite woman on the phone said she was very sorry and they had just been told about all this and she had no idea as to why the invoices were such short notice or went out so late. I paid the bill so as not to incure any additional fees. I would like to recive a refund and cancelation of this annual fee. Or at least a a postponment untill proper notice is made of intent to initiate a lease fee. I have used their service for 7 years but have never signed any sort of contract. The only reason I use their service is the prior home owner did and it was simple to keep them. All in all this is at the least very sloppy business at most I feel this is dishonest business practices. Thank you, ****

  Business response

  03/21/2023

  Unfortunately, when these were sent out there was glitch in the system and only a one-day lead time to pay the bill was incorrect due to auto generation.  Please call back in to the customer service line and we will be more than happy to take care of this situation for you.

  Customer response

  03/27/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: I left a message with an answering service over a week ago with no response I can nkt get any one from Matheson Gas on the phone at all.
  
  Regards,
  
  **** ******

  Business response

  03/27/2023

  I am very sorry that you did not hear back from the answering service and I will look into that as that is the whole point of having them.  If you tried to contact the Hilliard site I know that our phones were down for almost a week until we could get a vendor out to repair. ###-###-#### is the phone # for the Plain City site, normal hours are 8am-4pm, if for some reason you cannot get in contact with them you can reach the Hilliard site at ###-###-####

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