We had decieded to use Kem Gas for our propane installation as they had good rates and services, but after signing up to recieve propane services from Kem Gas problems immediatly started.
1. Tank rental: It is stated on there website and on their documents that tank rental fees are waived for the first year with sign up. But the tank rental fees are only waived if you mail in the rebate that took 3 weeks for them to mail to me. No disclosure of there being a rebate for the tank renatl was disclosed.
2. Propane fuel charge: price per gallon was to be fixed for 1 year. On first tank refill the price per gallon had riased by 24 - 32 cents per gallon.
3. Customer service: The customer service in this company was non-existant. If you call the main office that handles all the paper work for all customers, they will send you to the local manager. The local manager will send you back to the main office and each person that you speak to will tell you something completely different. The owner of the company was absolutly rude and was not willing to try to resolve the complaint or even listen to the complaint, his response was "Just because you did hear what you wanted to hear" and accused us of being rude to his customer service person becasue "He did tell you what you wanted to hear". Honestly we wanted to find out why our propane rates went up and that we were being charged for a tank rental, no one in their office could help or even explain the extra charges and were not even trying to be helpful.
4. Hidden fees: We recently called to have our tank re-filled and there was a $120.00 fee attached to our account. After speaking with the branch manager, sales represenitive and the owner not one could tell us what the $120.00 charge was for most guessed it was a tank rental fee (see complaint #1).
5. Payment: They did not disclose that they were unable to recieve cash payments and that payments were only acceptable through a credit card. No other payment options were acceptable.
6. Damage of personal property (push broom) without even an appology or compensation, just a laugh and a "well you shouldn't have left that there" response.
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