I have been a customer since 2017. I only use propane for my oven and this was clear when I started service. I did not need to fill my tank until 2020. I did not have any issues until last year, when I opened an envelope from them with a bill for $184. I had been charged a lease fee for 2023 and 2024 and finance charges had added on. I had not been made aware that a lease fee was going to be added, but I paid it anyways. I understand the concept and don't have an issue with that. It would have been much more professional to inform me though. I paid that in August.
In October, I got a notice from REC that my tank was too close to my electric meter. I can touch both at the same time. I called REC to ask why it had never been a problem previously. I was told that they changed the things that the check for when they do their safety inspections. I contacted EMGray and was told that it was fine where it was. I again spoke with REC and they had checked with the county and the county said my tank was too close.
After several calls to REC and EMGray, I decided to just leave it until it needed filling, as it was close to empty. EMGray never came out to look and never gave me any answer except that it was fine where it was and that REC didn't know what they were talking about.
This past Monday, I ran out of propane and called to find out how much it would cost to fill and when it could be done. I was lectured about how it was my responsibility to call before I ran out. I had to ask her not to lecture me. She talked over me every time I tried to speak. When I asked about a discount, since I had just paid a lease fee, she told me that I had not paid. I asked for an account history to be emailed to me and she told me she was ending the call. I called back and asked again for the statement and was told it couldn't be emailed and they would mail it.
A couple hours later, a truck showed up in my driveway when I asked what they were doing, I was told gruffly "moving your tank". When I asked about why it had been placed where it was in the first place, I was told that it was fine where it was. The employee was obviously angry so I told him not to fill the tank.
I emailed Ryan and explained the interactions I had and was trying to work with him to find a solution. I was hoping to purchase my own tank, to free up their tank and avoid fees. Unfortunately, it takes 24 to 48 hours to get a response from him. I called another company this morning and scheduled delivery for next week.
When I called to let them know that I needed the tank picked up, the receptionist told me that I owed $80. There was never a bill mailed to me, but I can see the charge on the statement that I asked to be mailed to me. I have a zero balance in the customer portal.
How could they improve? Kindness and transparency. read more
