April 2018 by Mindy Rappe' Catanzaro
They let our tank go to 0% . . . yes, you read right . . . in the middle of winter, despite us being on contract for them to check and keep full. They didn't find their error; my husband did, by a miracle, at end-of-day Friday as the weather was turning sub-zero for the weekend. (summer house, so this would've been disastrous). When they came, they would only give us 200 gallons -- a self-imposed (by them) ration that only started ours before our discovery of 0%. No excepti
April 2018 by Mindy C.
We've been reliable customers for several years now. That will be changing asap. They let our tank go to 0% . . . yes, you read right . . . 0% in the middle of winter, despite us being on contract for them to check and keep full. They didn't find their error; my husband did, by a miracle, at end-of-day on a Friday as the weather was turning sub-zero for the weekend. (summer house, so this would've been disastrous). When they came to 'fill', they would only give us 200 gallons -- a self-imposed (by them) ration that only started hours before our discovery of 0%. No exception due to their error, and no apology, returned phone call by Matt-the-manager as requested by us several times, nor install or even information on a new gauge that would allow us to remotely keep track of our levels. Today, when the manager (MATT) finally happened to be in while they'd called me for an accounting question, he blamed us for their gaffe, and HUNG UP ON ME because "we won't agree." How is that for customer service, from the manager (Matt) who is responsible for keeping customers content, and the only one able (though obviously not willing) to make a problem better. How about asking what it would take, or even apologizing and taking responsibility for YOUR ERROR? I can think of multiple ways to regain our trust, including installing that remotely managed gauge -- or even a phone call for pricing info, or an offer to waive install or monthly fees, due to their error, etc. But the manager--Matt wasn't willing to or interested in asking what could be done to help. I would give zero stars if I could, and I think MATT should be fired, or at very least RETRAINED IN CUSTOMER SERVICE. HORRIBLE!!!
