ComplaintsforPro Gas Inc

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 10th 2022 pro gas delivered my propane they said they would return on Friday November 11th cause they needed into the home cause my propane line to the house didn’t pass the pressure test I took off work and no one ever showed up I called the following Monday I was told the guy forgot but at this time they took the money out of my bank account they took 865.42 on November 15th I’ve tried calling several times with no real response to my messages on Tuesday the operation manager named Marco called only reason why he called is my ex wife really raised a stink with him he called and said somebody would be here at my address first thing in the morning on Wednesday the 30th they open at 8 so I was expecting to be here around 830 am still no show it’s almost 10 am I paid for a prod that was installed back on the 10th of November and still can’t cook or is my furnace I’m considering legal action I’m hoping you see this as a legitimate complaint thank you for your time

  Business response

  12/02/2022

  Good afternoon:

  We would like to apologize to Mr. ******** for the recent situation regarding his initial installation and return service. Our internal investigation into this his formal complaint has proven that we may have did indeed "drop the ball", so to say. Upon initial install, there was a safety issue that needed to be resolved on the inside of the property before the new service could be full connected; due to a lack of communication and conflicting schedules between both ProGas and Mr. ********, there was a delay in getting his service completely up and running in a safe matter for all parties. Safety is our number one concern. I have personally reached out to Mr. ******** and we have also issued an Account Credit that can be used towards Mr. ********'s next propane delivery. We are hoping this will mend the bridge and set the right course for our future business with Mr. ********. ProGas takes great pride in providing both exceptional propane and customer service.

  We encourage Mr. ******** to reach out to our office in Zelienople at ###-###-####, if he has any additional questions, comments or concerns. We will be happy to assist him in whatever way possible. 

   

  Thank you,

  Shawnie L. H**********
  Customer Service Representative
  Administrative & Marketing Assistant
  

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Progas came and took my propane tanks with 70% of propane left in them that I paid for in full and will not credit my account back or give me the propane that I paid for

  Business response

  07/29/2022

  I am reaching out in response to *** ********** complaint submitted on 07-19-2022, ID # ********.

  ProGas went to Mr. ********** home on Tuesday, July 19, 2022 to pick up 2-420 (100 Gallon Tanks) Propane Tanks after Mr. ******** had refused to pay his yearly tank rental on his leased ProGas Propane Tanks and had disclosed to us that he was switching propane suppliers (reference phone conversation on Wednesday, July 6th, 2022).  Upon arrival our Service Tech found that Mr. ******** had already had the new supplier disconnect and move our tanks out of position and had the new supplier’s tanks in their place. The new supplier used the ProGas Regulator to install their tanks, as well as, had the ProGas tanks setup to be “piggy backed” with their tanks. This setup is both illegal and unsafe. Our experienced Service Tech recorded that one tank was at 30% and the other at 55% which is an average of only 42% total between the two tanks.
  
  All of our customers are expected to pay for the propane they order in full or by payment arrangements and are also subject to yearly tank rental fees based off how many tanks and/or size of tank(s) they lease from ProGas. Also, due to liability and safety concerns once our tanks are disconnected and no longer in use, it is our right and responsibility to removed our tanks from the property for everyone’s safety. In addition, it is against state law to use one company's propane in another company's tank. All propane is purchased with the intend of use by the customer before terminating service and/or disconnecting tanks. Due to the quality standards and safety protocols for propane, refunds for unused customer propane are not provided.
  
   It is ProGas’ mission to provide safe, clean and effective propane with exceptional customer service.
  
  Thank you for your business and best wishes.
  
  Thank you,
  
  Shawnie L. H**********
  Customer Service Representative
  Administrative & Marketing Assistant
  ProGas Inc. /EDP.
  2314 Evans City Road
  Zelienople, PA 16063
  Office: 724.452.7262 Ext. 112
  Fax: 724.452.0668
  www.myprogas.com

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