Gaile's Propane

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We bought our house in June of 2013, and the previous owners had a leased tank from Gaile's. We kept the service until this spring, when we decided the service was no longer acceptable. Over the course of the winter we had two emergency fills, both times were caused by a faulty gauge not reading correctly. After I expressed my concern with the gauge, I was told this was a normal occurance with the gauges and I should open the tank in a "more violent manner" in order to jar the needle so it would read accurately. Never the less one month after the complaint they did change the gauge, which was appreciated. My issue here was that I called them and reported a leak after they replaced the gauge and filled the tank and was told not to worry about it. I will agree that this seems like a lot of issues with a tank, truth is I felt like we were responsible for letting them know since it was their tank. When I reported the leak I was told that it most likely was residual gas. However this was 3 days and a storm after they filled the tank and the odor was not present immediately after it was filled. We were told that someone would come out to check for a leak just to be sure and as I said previously that did not happen. The last and most memorable issue occurred once we had decided to discontinue our service from Gaile's. We called to give them a 1 month notice that we would no longer need their service based on the 30 day notice written in our contract. Upon doing so we asked if they could give us a date as to when they would pick up the tank. They could not do so, so we asked for a one week notice in order to get our new tank in place. They told us that would not be an issue. Then at the end of May my wife got a voicemail at 9:30 one morning, she could not answer the call because she was at work. The missed call and voicemail was from a Gaile's driver that stated, "This is --- from Gaile's gas. Heard you wanted a call when we came to pick up your tank. Well we are here. Come on out." Sure enough when we returned home that day the tank was gone. I obviously called Gaile's with some questions and concerns. I asked them how our one week notice turned into a one hour notice. After talking to a couple of people, one of whom who would not tell me who was responsible for our discontinued service schedule and notice. I talked to the person responsible for our discontinued service and the notes taken in regards to it. He told me that he had not wrote a time line in the notice just that we needed one. After I asked him what the point of a one hour notice would be and several other questions it was obvious that we would not get anywhere. It was apparent that they not only did not understand the issue but that they also do not understand simple customer relations or simple common sense. At that point I gave up but I can tell you that we our very happy with our new provider and recommend Premeir Ag.

They are always the least expensive, they will even refill your gas grill propane tanks for 15 dollars. I am very happy with there service.

This complaint is not about the price charged, the actual service performed, or the general manner of the service personnel doing the work. It is about a company that completely abandoned its responsibility to its customer to fix damages to a driveway that their negligence caused. Gailes propane truck arrived at approximately 11:30a.m. about 2 hours after the REMC installers had arrived. A few minutes after their arrival my wife noticed fuel spills on our newly sealed asphalt driveway. Immediately the service personnel were notified of the problem. They seemed somewhat reluctant to acknowledge there was a problem and continued their work. Upon insisting they look further into the problem they called their boss Paul Voiles. I was able to talk to Mr. Voiles and explained the urgent nature of diesel dissolving asphalt. He seemed less than concerned and stated at that time he would stop by in the next few days. I insisted we did not have days but only hours to correct the problem. He said he was busy and hung up. My wife called again and he agreed to come the next morning. He was told of a rain shower approaching and that the fuel would wash into the yard and into our fishing pond. He suggested that the fuel be power washed off the drive and that would solve the problem. No amount of insistence by me could get him to agree to any other remedy. I called a cleaning company that handles flood, fire, etc. damages and the the owner said that to wait a day would certainly be too late to repair or prevent damage to the drive. A simple remedy was suggested: apply powdered dishwasher soap and scrub it into the fuel and then remove the substance immediately. Mr. Voiles would not agree to pay the $50.00 for the dish soap. We cleaned the driveway ourselves and waited for Mr. Voiles the next day. The next day I presented Mr. Voiles with pictures of the driveway and an invoice for the dish soap and our three hours of labor totaling just over $100.00. The final result of the conversation was that we had overreacted to the fuel spill and he did not accept any responsibility for the problems we encountered. According to his workers there were only a few drops of fuel on the drive. I tried to reason with him by asking why two educated individuals would purchase and spread dishsoap over 200 feet of driveway and work for three house cleaning it up if it were only a "few drops." He commented that he did not understand why either. I pointed out to him that he had already accepted responsibility by agreeing that his workers could power wash the drive the day prior. His final defense was that the service agreement we signed when we contracted for services stated that they were not responsible for damages to the owners property in delivering their service. I agreed with him but countered that if his service truck ran into my car he certainly would be responsible. He agreed. What is the difference? Gailes Propane was negligent in their actions and the damage was not caused by their delivering their product or service. His final comment was that he would have to talk to his boss and would call me about the decision. I found out later his boss is his mother Ms. Shirley Voiles. He did call again and said his decision would stand. I asked how about paying only the $50.00 in soap costs. He declined to pay. I asked for the names of his two employees that did the service work so I could talk to them and he refused to furnish their names. Attempts to contact Ms. Voiles have been in vain. The REMC employees that were present witnessed the damage and were amazed at the lack of responsibility Gailes Porpane accepted. As I stated earlier, the product , the services provided and the price for the services are just fine. The company's customer relations leave much to be desired.

Once the heater was installed, they came to set propane tanks and hook them up to my heater. They came on the day they said they would even tho it had snowed overnight and the roads were quite icy. Since I had other appointments that day, they volunteered to come to my house first so I would not have to wait around. Everything was done satisfactorily and I'm very satisfied. In addition, I used the person they suggested to help with the install and was very satisfied with him as well.