Kris Kline
1/5
Not only are they 1 of the highest in fees in Sonoma County, but their customer service is horrible & declined rapidly a few years ago.
I was a long time customer but finally terminated service w/ them after the horrendous treatment & service:
First, when Patty was in the office they had a hard time keeping my credit card on file for auto pay. They would send invoices w/ fees even tho they were provided CC to charge. Turns out that 1 day it "disappeared" out of their system, I had to give Patty CC info again. It took 4 billing cycles for their office to retain my CC for charging.
Second, in apprx 2018 I was shocked at how high our propane bill was, so I started looking around even posting a recommendation from on Nextdoor. That's when I learned McPhails was outrageous on their fees per gallon, tank rental & the monitoring device. I was prepared to cancel my service w/ McPhails & switch to Associated Propane (which was 1/2 price of McPhails per gallon & only had 1 rental fee for the tank which). I messaged Nicole of my intent, she replied w/ a proposal to match Associated Propanes fixed rates for the longevity of our account if I recommended their company on Nextdoor, there was no fine print of an expiration on the price match or a quota on new customer contracts (thank goodness I got all of this in writing!). I accepted their offer & immediately fulfilled my end of the deal referring them several times on Nextdoor, I even emailed Nicole proof.
Out of the blue, McPhails increased our rates back to their current prices and started using our credit card as a free for all charging. I had to block them as they refused to respond to multiple emails regarding prices & our agreement.
In 2020 it all concluded. I had already arranged to change services from McPhails to Associated Propane as I was fed up w/ their customer service. They wouldn't acknowledge my concerns or the documented proof sent supporting my position our account, instead they just kept sending invoices adding ridiculous fees expecting payment. We had been overcharged for a year after the agreement, we paid in hopes to discuss the "error" but we went ignored until we stopped paying. We presented them w/ facts to which they ignored & refused to acknowledge/discuss professionally.
We have an electric gate which we provided McPhails w/ the gate code for service purposes. In the dead of Winter of 2020 a rep came to our door hustling me w/ intimidation to pay, I refused, told him his company broke our agreement & we are canceling our service. He was persistent to the point that I had to mention calling the authorities if he didn't leave my property. That same day we had TWO more McPhails reps come to our house unannounced. The final employee put a lock on our regulator to stop use of propane, our only heat source in our home is a propane wall heater so they locked access to propane w/out a proper 24-hour notice of intent, during a National State of Emergency (the COVID-19 pandemic) & during the coldest days of winter.
Back up to years b4 any issues when McPhails installed their tank, the installer installed the wrong regulators so we had to purchase the correct 2 regulators & hv them installed for safety & for appliances to work. So when their tech put a lock on the regulator he was tampering w/ our personal property which is illegal.
We also wanted a 2nd tank for a detached bldg, we scheduled over 3 appointments to hv the new tank delivered & they wld call last min., either the nite b4 or the morning of the delivery canceling. After the 4th cancellation & complete disregard to our account & time wasted coordinating schedules to be home for delivery, we decided to not pursue it.
From workmanship to new installations to customer service to billing and so on, this company is HORRIBLE and has terribly leadership!
