D and L Propane — Local services in Brazoria

ZERO STARS IF I COULD On December 22, 2022, the weather forecast is to be getting colder as weekend approaches. I called D&L front office and asked," if I ran my furnace for next three days straight would I have enough propane"? I was told "yes with propane at 40%, would last you for a month of running continuously, but if low call us back Monday to order of propane gas". By Sunday, Christmas Day, within three days, I was down to 20%. Mind you, the temperature is below freezing now and at some points below 20. Called office no answer. Left voice message on emergency number. Owner text back "you will be fine. No one making any deliveries today, you still have around 50 gallons at 20%". I called on Monday, no answer. Text owner what day will office open this week? Owner text back "Tuesday". Called back on Tuesday and placed order for 100 gallons, my gauge is under 20%. Now today is Friday the 30th and no one has come to fill my propane which now reads 10%. I call today (December 30th), and office staff said that "they came on Wednesday and chose not to deliver my propane nor call me simply because they could not find my check" outside in the rain and the drivers are too busy to be knocking on doors". I was home all-day Wednesday, did not hear propane truck nor did my dog bark yet had the check taped to back door. SMH. Have been a customer at my own home for seventeen years & my family too have supported this company for decades, to feel disregarded regarding service that was necessary, when all I have heard for years from D&L is to call when your gauge is 20%!!!! Preparing for the freeze is still a joke for my household. D&L does not care about this business because their business is not about the customers! Constancy is the key to sustain longevity. Where did it go? All these years supporting a local business meant having a family connection, but with a new year approaching all things might come to an end. My peace of mind is everything and I would not deliberately make people suffer because I have the upper hand/ what they need. That's controlling behavior. Where is your compassion? I have never not paid for services to be treated less than human. We all work long hours so stop that excuse, that's life/business!! Just service your customers with respect, in and out of the office. My advice to anyone is not to utilize this company when you have done all the right things and can sleep well at night. God has made all things possible and will fight my battles!! Remember we all need each other. D&L cannot survive without us and vice versa. That's called balanced...

To preface this review, it is the 2nd week of January 2021 and it has been very cold this week so propane is being used at a faster rate that is ever used.

We tried to call multiple times when we were at 20% on Friday, but it either rang endlessly or we got a busy signal. Ultimately no answer before they closed for the weekend. The woman dispatcher told my family the following Monday they would be here Tuesday. Come 4pm Tuesday they had not come nor did they call and tell us there was a delay. Upon calling Tuesday the same dispatcher accused us of running the heat too high, telling us we should have called sooner, and that they don't have time to call and tell anyone there is a delay. She continued on that it's not their problem there is delays nor do they feel responsible for calling out to customers because they are a mom and pop shop. She told me that I should have called 5-10 times that Friday since I guess that is their business model and refused to believe we called over and over that Friday. I was very upset by this point, she did not care, and could only talk over me like they were the victims of too many customers and not having the staff to handle the business that was booming. She also told me I was tying up the line for other customers like I should feel bad for complaining about what they set the expectations for. We assumed nothing and they told us when they would be here.

Either they are cheap and refuse to hire more help or they literally do not care about customer service as long as you give them money. Look elsewhere because they DO. NOT. CARE. End of story.

**notice the owner didn't address his rude staff in the review, our complaints, and only came out here after this review was posted. Instead he wants to tell me to spend a day in his shoes like some misunderstood victim? What kind of...

The lady who answers the calls for this company is very rude and unprofessional! I understand you have other customers, but I am (was) a customer also. She asked how much was in the tank, I responded I'm walking to the tank right now, before I could finish the sentence, she yelped, "I DON'T HAVE TIME FOR THAT, I'VE GOT OTHER CUSTOMERS! " I responded fine, I think the needled is in the red on 20. I'd like to schedule a fill, she yelped again, " YOU CAN ORDER IT TODAY, BUT YOU WON'T GET IT TODAY!" I was done with her! I have money, I pay and I know how to talk and treat people who just want help and decency with respect. My parents were faithful customers to D & L Since it was Called Hurley! I understand this is probably a small family business and this complaint won't go anywhere, but if you expect a friendly, kind voice, I promise you this, when you call D &L you won't get it! That lady is rude, and I'm sure won't be reprimanded. I've read responses and it seems they invite you the customer to stand in "their" shoes. So I gave Ferellgas a call and Thank God, the lady gave her name, and greeted me like a family member. I'm a new customer with them now. They took care of me and my family! Whether you know someone or not, treat everyone with respect and kindness, I only wanted to schedule a fill date, not get responded to in such a disgusting manner by that person. I would hope D&L hires better professional, help in that office, people who can handle the hassles of answering the phone. Good day...