AZALEA GAS

We got our propane gas from Azalea for the fireplace, and had them clean the fireplace when gas was delivered. After serviceman left we tried to light the pilot light and it would not light despite many tries by my husband. We called and we were charged an additional $119 service charge (plus taxes) and he could not light the pilot and were told we needed a new pilot assembly and he would call with a price. Several days later the service man called and said the charge would be $331.50 and that seemed excessive to us considering we had already paid $119 for a service charge. My husband very politely asked if there could be some consideration, considering what we had already paid (so the total would be $450) -- he said "he would talk to the boss" and send an email with a written quote (that was never sent) . We had the part number and the part was about $60. I checked Angie's List for Azalea Gas and saw there were only a few reviews (they were old) and received an F rating. I then researched other companies and found one with excellent reviews with an A rating, checked their website and we called that company. That Fireplace Guy told us often the pilot light just has to be cleaned (which I would have thought would have been done with the fireplace cleaning), but he does many calls to our community and he knew what was the required part and he stocks them. Turned out the pilot light only needed cleaning and we also got a blower installed for $11 more the price as Azalea quoted to replace a pilot light that did not need replacing! If we had called that guy first we would have actually saved the $119 service charge that we got nothing from.

The technician took several hours to hook up the unit and was asking us a lot of questions. He did not seem very knowledgeable. He was confused as to why the gas was taking so long to come to our unit in the fireplace. Both my husband and I had a bad feeling during the technicians install. After several hours of the technician trying to figure out why the gas was not coming into the unit in the fireplace, the technician finally stated that it was our gas fireplace log unit that was not working. We trusted what the technician said because we had to but felt uneasy about his diagnosis. He sold us a used gas log set and installed it. This new unit has a 90 day warranty with it, he said. Even after he installed the new gas log set it took him hours to get the unit to work. This furthered our feelings of distrust. Finally, he got the gas log set to work after many hours and up-sale cost of around $1000. We specifically asked the technician if we could turn the gas off to the unit from the main key switch on the side. The technician told us yes we could and that it would not take the gas log set any time at all to start up. We had to ask this because it took him so long to get it started. The very next day we tried to start the gas log set. It started but after 10 minutes it would die out. We tried to light the gas logs over 5 more times and each time it would die out. The flames would just go out. We called Azalea gas and they scheduled a return visit in a few weeks. There was not mention of cost. They returned to our home and could not get the gas unit to repeat the problem. They wanted to charge us another $96 just for the visit. We told them that the unit was under warranty and we did not have to pay. We wanted to discuss the matter with management. Azela gas charged our credit card without our authorization anyway. They had the credit card information from the previous purchase and charged it without authorization from us. This company is untrustworthy!!! After, all of this we spoke to the previous owner of our home. (We just bought this house less than a year ago). The previous owner said that the log unit was working when he left and that the reason the gas would not work is because it had been turned off for months. There is a very long line that connects the gas to the fireplace and it takes a while to "bleed" the air out. We trust the previous owner and now feel that there was nothing wrong with our original gas log unit. We think that the technician was deceptive and up sold us equipment we did not need. Let alone the charging of our credit card without authorization!

First, and most importantly, our dispute is one propane tank still had propane remaining and we continued to utilize our gas stovetop the day after the new refill was dropped off to sterilize baby bottles for our granddaughter we mind frequently. We were not home Wednesday Feb 23rd at the time of the technician's visit and we found a yellow receipt at our front door indicating we needed a second refill and a pressure test. We called Azalea Gas on Wednesday Feb 23rd (again we got a recorded message) and advised Azalea we had uninterrupted gas service and a pressure test was not necessary. We did not ask for a second tank at this time since we are on a very tight budget and unemployed. Thursday morning Feb. 24th is when we went to check on the second tank and that is when we noticed the technician did leave a refill, but it was not connected. We found the second tank was almost empty. At that time we connected the refill which was as easy as connecting a propane tank to a gas grill. I believe most people in this country are competent enough to connect a propane tank, agree? This was not a dangerous act as we have connected hundreds of propane tanks in our lifetime to gas grills, campers and other propane appliances. Azalea states we violated a lease agreement, but the lease agreement does not mention any violation relating to connecting or disconnecting a propane tank. The only violation which we did not commit is stated in#5 of the attached agreement as follows ''that only the Owner (Azalea) can refill, exchange or otherwise provide propane for the cylinder(s) loaned.'' Azalea also mentions a locking mechanism, but all that was attached to the propane tank was a male insert that we easily removed with a ¾ inch wrench. There was absolutely no damage to any of Azaleas equipment and we left the male insert next to the tank for the technician to collect on any subsequent visit to our neighborhood. We did not jeopardize our safety at all. In fact, the BBB should ask Azalea how quickly they respond to gas leaks as neighbors have complained it takes sometimes up to 7 days. If you had a gas leak would you not turn off the propane tank and is this act a violation as well since Azalea doesn't respond or answer calls? Beware they will ''immediately remove your gas service'' and leave unfortunate families helpless.After we had connected the refill we did receive a phone call from the technician Thursday morning. The reason the technician did not connect the propane tank, as he stated to us over the phone, was he ''thought'' both tanks were empty and he couldn't verify otherwise since we were not at home during his visit. We explained to the technician we had uninterrupted gas service and there was no need for him to return to perform a pressure test. We also advised him that we connected the refill tank, but we had not utilized any gas. He said he would need to contact his office if he needed to revisit our home and promised to call us back which he did not. Sometime later that afternoon without any call or notice the tanks, gas valve and connections were removed from my home. I only discovered this when we had to again utilize our stovetop to prepare a meal for my granddaughter and the stovetop would not light.This to us seems to be a cowardly company and individual who both have little regard for its customers. We do not agree we violated our agreement and Azalea's unwarranted actions are extremely irrational and cruel. We again insist on a full refund of my last bill in the amount of $103.42 and my original installation cost of $355 for a total of $458.42. Azalea gas removed their service from my home without contacting me

He came out the same day that we called him. He came out within half an hour and checked out what had to be checked. He did a good job. My mother has been using Azalea Gas for a while. We have paid an annual fee for their services.

They did a sloppy job of connecting the line. Last year I did not purchase any propane but paid the rental charge. This year I paid the rental charge and asked for a fill up. I was charged for one tank. They never called to tell me I needed another tank and a $75 pressure test. I had to contact them to find this out, making my estimate of a fill up triple the amount. I received other prices for propane and called to ask to remove the tanks. He argued with me for 45 minutes that no other company would do it cheaper. We finally made an appointment for him to remove the tanks, he said he would charge me $85 for the service call. My husband left work early to be there with me, but they came and left before we got home - well before the appointed time. They left the gas lines unplugged. The next week I got a credit card bill (from a card I had not used in almost 2 years) with another rental charge (that I had previously paid). They had charged my card without authorization. I paid 2 rental charges, and $101.40 for a tank of gas I never received. I called to inform them I was pursuing the matter in court and seeking the advice of an attorney. I received no response.