Souza Propane Sales & Service

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I call Souza for a refill, the gal tells me they'll be out the following day and the driver would call in advance before arrival. The following day I call in around 10am just to verify we were still on schedule, told them we were completely out of propane. Gal from Souza said she didn't know when the driver would be there but that we'd receive a call. 4:40PM she calls to tell us their (only?) truck broke down and they wouldn't be out to fill the tank.

I ask for a partial fill or something to get us through the night, it's December cold and I have no heat, hot water, stove, etc. she puts me on hold and Sam the "manager" answers. No apology, no offer to make things right, no acknowledgement that Souza broke their commitment to me- but what Sam *did* give me was a lecture on how negligent I was for waiting until my tank was empty to call them. (The circumstances why my tank is empty are completely irrelevant.) He then went on to tell me that I had placed an unreasonable demand that they were to fill my tank in 24 hours. Wrong Sam- I simply called and asked SOUZA when you would be able to fill my tank, and the next day is what SOUZA told me. That was agreeable so I paid with my credit card and then you wait until 20 minutes before all other propane companies close to call and tell me you won't be out.

Sam went on to lecture me that when Souza schedules someone it's not really a firm schedule, that they aim for a 3-10 day window. Not an issue for me if this is disclosed when I ordered, but it wasn't. Oh, and Sam also said that they had been having mechanical problems with the truck all day, but they didn't bother to tell me this when I called in at 10AM that day. It's clear from the other reviews on here, Souza fails to deliver on their promises, don't acknowledge shortcomings, and worse yet shift the blame to the customer. Mistakes happen, I get it- but it's how we handle them that determines the level of customer service, Sam you failed this one.

These people are nothing but crooks. They sell there propane over and over again. e.g. I bought 165 gal. propane that was already in the tank when I moved in (mandatory). This is the amount the people before me had left. I bought there 165 gal. and when I moved I had approx. 65 gal. left. They will not refund to you what you have in the tank until someone else purchases it. This means when I bought the propane they had already sold it once. They take 40% of whats owed to you as a restocking fee. So the people before me paid for the propane got 60% back on their original purchase. They bought it at a cheaper price than I , so when I bought the same propane I paid more per gal. Now the rate is .$.40 per gal. more than I paid so the new person will pay that much more for the same propane I purchased and I will receive only 60% (maybe) of what I paid. What a racket!