Propane client says she’s low priority with supplier

Josh
Josh Pennell
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The response from one woman’s propane supplier has her feeling as though her business doesn’t count and that her well-being doesn't matter.

Propane has been a scare commodity since the power outage. — Think stock image

“It's very frustrating when they tell you when they can deliver,” says Cathy White of Portugal Cove–St. Philip’s.

Despite having ordered propane Dec. 3, on Sunday she was told by Superior Propane that there was no propane to be had in the region and it would be weeks before she would get any.

White has a propane fireplace in her basement as the main heat source for that area of the house. During the blackouts, she turned it down low as she knew she was running out, but left it on to keep the chill from her basement. The heat she got from it wasn’t enough to keep her pipes from bursting, .

“It was 7 C in my bedroom,” she says during the blackouts. “If it gets really cold again, I’m worried that my water pipes will again rupture.”

She was told by Superior she isn’t a high priority because she only has a propane fireplace and but a propane stove for cooking. According to the customer service representative she spoke with, Superior’s delivery offers higher priority to customers who use propane in large quantities such as hospitals, churches, restaurants and people who use propane to heat their entire homes. She argues while she has other heat sources in the rest of her house, her fireplace isn’t just for aesthetic reasons. It is the heat source in her basement and is essential for helping to heat the rest of her house, as well.

On Monday, she heard a story in the media about local propane fireplace sellers doing a booming business since the blackouts.

“What is the point in purchasing a propane fireplace now when there is no propane to be had?” she asks.

White was told Superior’s president told staff to tell customers such as White that because it can’t buy propane at Come By Chance, they are trying to truck in propane from other Atlantic provinces.

A call made to Superior Propane was not returned as of deadline.

North Atlantic responded via email on the status of the Come By Chance refinery with the following:

“We have now started to produce propane at our refinery. We have never stopped selling it. We have imported propane getting out to customers.”

 

 

Organizations: Superior Propane

Geographic location: Portugal Cove

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Recent comments

  • tony
    May 08, 2014 - 09:44

    I was on auto fill up too they could not supply me with propane. They told me they had shortage of drivers I waited over 3 weeks still no delivery. I called and told them to take there tank now there charging me restocking fees and removal charges almost $200.00 dollars in charges. They left the empty tank on my property for over three and a half months before they came and took it I had to disconnect it myself .My contract was signed in 2004 with nothing in it about these fees wondering if I have to pay these charges if anyone has had same issues please let me know

  • Derrick
    January 15, 2014 - 13:10

    Something is wrong with this picture,as I called for the fill up dec 18 tank was filled up on sunday dec 29, fireplace and stove, guy said i was low with 20% left in tank. Pay them with auto plan

  • Derrick
    January 15, 2014 - 13:09

    Something is wrong with this picture,as I called for the fill up dec 18 tank was filled up on sunday dec 29, fireplace and stove, guy said i was low with 20% left in tank. Pay them with auto plan

  • Tim
    January 15, 2014 - 09:05

    I purchased my own tanks (2). I am not on contract or am I loyal to any one supplier. One tank is always full and both are topped up each September. Never an issue. Never without. As for all the natural gas off shore? Listen folks - we are not in Alberta. You have to get it in from the offshore. The cost per liter to get it in exceeds the cost of a liter on the market. There is no savings. It would make no business sense.

  • Wanda
    January 14, 2014 - 13:42

    I am with Irving and called for refill on January 2nd . They told me it would be a week. My tank was filled and the slip for fill up was in my mailbox Friday Jan. 10th. I have a propane fireplace!!

  • Anna
    January 14, 2014 - 11:37

    Irving promised delivery for Jan 6, now it might be some time this week, I don't think it matters who you are with, they all give poor service.

  • Anna
    January 14, 2014 - 11:36

    Irving promised delivery for Jan 6, now it might be some time this week, I don't think it matters who you are with, they all give poor service.

  • Janice
    January 14, 2014 - 10:23

    Have been trying to get propane from North Atlantic since the end of November. I am on automatic refill and as of today, still no propane. I have been a customer for a number of years and expect better service. I did however get a bill in the mail yesterday for $99 for the propane tank rental! They will get their rental fee, when I get my propane. Until then they can wait, just as I have been for the last six weeks.

  • Brad
    January 14, 2014 - 09:58

    All that cheap natural gas offshore and here we are paying a fortune for heating our homes with overpriced furnace oil, and inadequate supplies of propane and electricity. If they ever developed natural gas, we wouldn't have any issues.

  • J
    January 14, 2014 - 09:38

    I am a North Atlantic customer, have been for over 10 years, on auto refill. I called them Nov 22/2013 to let them know my tank was empty, not low, empty. I was told my scheduled delivery was for Nov 28/2013. Today is Jan 14/2014 and after 20 + calls and a couple of emails to them my tank is still empty! Not sure which customers they imported propane for! I wasn't one of them!

  • Anne Tavenor
    January 14, 2014 - 07:56

    I have ' automatic' delivery with North Atlantic and have had no propane since December 19th. With this service, my tank should never be empty. I have called 4 times to be told my call would returned and has not been. I have had no response to my emails. I guess I need to be someone else's customer to get a response. Regardless, its poor customer service. I wish I had installed a wood fireplace not propane. My next home will not have propane.