Complaint Review: Level Propane - Westlake Ohio

We moved into a rental property in August 2001. In late December 2001, we ran out of fuel, so we called Level Propane to have them fill our tank.

Since the lease of the tank and contract is in our landlord's name, they called him to verify that he wanted the tank filled. He said filling the tank was fine, but that they should bill us as the tenants instead of him. They told him that they could not bill us, that we would have to be on a COD account. So that is what we did. So when a couple of days passed and they never showed to fill the tank, we called Level Propane and they adised us that they stopped our order for fuel since we were on COD, and that we had to pay up front, in cash, for the fuel.

Unfortunately, at no time did Level Propane bother to inform our landlord or call us and tell us that we could not pay the driver for the fuel. I had to drive all the way out to Westlake, Ohio (they do not have any payment center, so I had to go to their corporate office) to pay for 200 gallons in cash. The total was $224.00. They re-issued the order to put gas in the tank, and showed up the next morning. My husband went out to make sure they put the propane in the tank and the tank was at 40%. Three weeks later, we got a call from Level Propane telling us that they overfilled the tank and that they wanted to come out and pull out 242 gallons from the tank. (Supposedly the amount they overfilled it by).

My husband looked at the tank and advised them that we were only at 15% and that they did not overfill the tank since it was at 40% the day they filled it. They asked us for the ticket. Well, since the account is in our landlord's name, the ticket got sent to him. My landlord had never received the ticket, nor had we. It wasn't until we disputed the amount of fuel put in the tank that Level Propane sent a copy of "a" ticket (not sure if it is "the" ticket) to our landlord. Our landlord gave us a copy of this ticket and explained to us that the girl he spoke to at Level Propane was straightening out the paperwork and would credit his account.

On February 4th we called Level Propane since we were out of fuel again, and they said they would not fill it up until the $271 balance was paid in full. I explained the situation to the man I spoke to, and he claimed that since we cannot PROVE that the ticket is the wrong ticket, that we would have to pay the balance.

Again, I explained to him that nobody ever got a ticket that day, and he put me on hold and came back to offer me a deal: he offered to allow us some time to pay the $271 balance. I explained yet again that we ordered 200 gallons, we received 200 gallons and that those gallons were prepaid and that we did not owe the balance. Not to mention, I explained to him that it were not even possible in a small 3 family home to use 442 gallons of fuel in one month. His response? "Well, ma'am, I don't know how much fuel your family uses". I was getting very upset at this point, and he then claimed that perhaps we used so much because of a gas leak.

I asked him to have a technician come out and check for a leak, and he said they could not check for leaks if the tank was empty, and that as soon as we paid the $271 balance that they would fill the tank and check for leaks. Talk about BAD customer service!! I asked him to hold and I put in a 3-way call to our landlord. Our landlord was upset that the balance was not credited as discussed with the lady he spoke to 2 weeks prior. He agreed to pay the $271 balance until it was determined if there was a leak. If there was no leak, then I would have to work things out with Level Propane. If there was, he would deal with Level Propane. Guess what? No leak.

So not only is Level telling us that a) we asked for 200 gallons and got 442 gallons and b) we prepaid for those gallons before they would fill them (I guess they weren't worried about being prepaid for the other 242 gallons?) and c) the tank was at 40% the day they put fuel in, but d) they may have made a mistake, but it is up to us to prove it and get them to fix it?

I was told that I could not speak with a supervisor. I was told on 3-4 separate times that they were NOT going to budge and credit our account. They offered payment plans, and time to pay, but at no point did they offer to me that they would research and find out what the mix up was. This man I spoke to even acknowledged that the driver could have made a mistake and mix up tickets with another customer. Yet, nobody at Level Propane is willing to fix the situation. In the meantime, this $271 hangs over our head, and since there is no leak, I am out $271.

I urge anyone who is thinking of dealing with this company to think twice before making a mistake like this. Perhaps my next step will be to call the local TV stations. Maybe then they will listen to me.

Click here to read other Rip-off Reports on Level Propane