ComplaintsforMarsh LP Gas Company

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We have used Marsh propane for approximately 28 years. their contract indicates an annual tank rental fee which is to cover maintenance and service. They do not provide that service though we are charged for it. I specifically called to ask for maintenance - paint the tank as it was looking very rough - the guy came with a can of spray paint and painted over dirt, plants and flowers beside of the tank and everything. did not even clean it first. then they started charging astronomical fees without notice, to which i cancelled and scheduled a new service and had them pick up the tank. I was advised they would reimburse me for the gas in the tank. which i advised of the amount left and etc on the day it was picked up - they proceeded to reimburse at a lesser amount than what was paid and charged a $95 fee as well. which i was not informed about. I have called multiple times to speak with them to which they say they will call back and never do. I want the $95 refunded and everyone to know they are crooks and do not fulfil the service obligations.

  Business response

  03/10/2023

  March 10, 2023

  ***** *********
  Customer Service Advocate
  Better Business Bureau
  

  Re: Response to Tammy *****
  

  Dear Wendy,
  

  Marsh has been serving customers since 1966 and our company values all of our customers. We are very appreciative that
  Mr. & Mrs. ***** allowed us to service their account for 17 years.
  

  Our tank lease agreement signed by Mr. ***** on 3-17-2006, states that Marsh Propane agrees to “furnish and install the
  said system” (tank) and “…maintain the same in efficient operation condition against ordinary wear and tear and defects
  of workmanship or materials provided the customer notifies the company when maintenance service is required.”
  Mrs. ***** stated in her complaint “they do not provide that service though we are charged for it”. We disagree with her
  statement. As you see below, we provided maintenance service on our tank each time Mr. & Mrs. ***** requested it. We
  were very responsive with the exception of 11-26-2019. Painting tanks during our busy season is a challenge and is
  typically completed during spring and summer.
  

  Date Customer Request Date Completed Charge
  2-22-2008 Leak Check 2-22-2008 No charge
  2-3-2011 Leak Check 2-3-2011 No charge
  8-15-2011 Clean & Paint Tank 8-16-2011 No charge
  9-29-2014 Check Gauge 9-30-2014 No charge
  11-9-2016 Clean & Paint Tank 11-28-2016 No charge
  11-26-2019 Clean & Paint Tank 6-30-2020 No charge
  1-18-2022 Leak Check 1-19-2022 No charge
  

  Mr. & Mrs. ***** was setup with “Net 30” payment terms which allows them 30 days to pay their bill. Since 2020, they
  received four gas deliveries. It took between 7 and 10 months before they fully paid for each delivery. Since they took
  longer than 30 days to pay their bill, finance charges and late fees could be incurred. For many years we just charged
  them the finance charge and not the late fee. As a result of their pay history, we removed them from the “Net 30” status
  to a COD payment method where they pay in advance. On January 27, 2023 Mrs. ***** called in and was upset that she
  had to pay in advance for her delivery. She called back on February 10, 2023 and asked us to pick up the tank on February
  15, 2023. We did as she requested and provided a credit on the gas that was in the tank and charged a $95.00 pick up fee
  which is what we charge to pick up tanks.
  

  We are sorry that Mr. & Mrs. ***** has decided to choose a different propane company. We strive to provide the best
  service, safety, and dependability to all our customers. We responded quickly to their requests and were very patient for
  many years on collecting money that was past due. We could not continue to let them take 7-10 months to pay for a
  delivery. The companies we buy propane from require us to pay for the propane within 10 days.
  

  We wish the *****’s the best in the future and would welcome them back as a customer.
  

   

  Sincerely,
  

  Chris *****
  President/CEO
  Marsh LP Gas Company

  Customer response

  03/13/2023

   
  Complaint: 19526285
  
  I am rejecting this response because:

  They failed to notify me on any occasion of the $95 that would be charged for tank pickup. As you can see in their response they were not timely in maintaining the tank appearance.  They did not return my phone calls about this matter either. I spoke with the office staff several times when discontinuing the service and was never advised of the $95 fee. This company and its staff is ridiculous. Check out their ratings locally it will prove that I am not tge only customer that has experienced issues. 
  
  Sincerely,
  
  Tammy *****

• Initial Complaint

  03/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They were asked to come and show me how to turn my fireplace on. I was told I have to pay $100 and they will come and clean both units and check them. They did not clean both units I was told no they will not clean the downstairs unit even though that's what they were there for. Then they claimed to clean the upstairs unit and they did something causing the carbon monoxide detector to keep going off. We could not use the fireplace to heat the house. They came back out they worked on it and said it should be fine but it still was going off when we would turn the fireplace on. I called again, this time they sent the same guy out Jackie was his name, I was at a doctors appointment and my son let him my son said he was there for 3 minutes he walked in the house and got red clay mud all over the rugs, my son said he walked over to the fireplace and said looks fine buy another carbon monoxide detector ok I will buy a 3rd brand new one but that didn't solve the issue. While Jackie was there he got his muddy shoes all over the rugs, he ruined a band new $450 dollar rug. I called ***** told them, they didn't care, I told them that they are responsible for the damage that their employee caused to my home and asked that they pay for the rug to be professionally cleaned to get this mud and staining that their employee caused out of my new rug. They said no its not their responsibility. I then asked for their insurance carrier and I will file a claim. I was refused the information. I told them I will blast them and Jackie on the public reviews which I have done and they still refuse to fix the damage that their employee did to my home. I will no longer do business with them as soon as my propane is empty I will take my business elsewhere. They are responsible for the damage that they do or that any of their employees do while in my home or on my property. I want what their employee damaged fixed they are responsible to fix it! They are ignorant to think otherwise.

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