Propane near Newmarket, NH

“We live in Naples , FL but recently bought a new second home in Southern Maine. We knew that Proulx had been chosen by the NH-based builder to install the propane equipment, but were apprehensive about the service and delivery coverage up to Maine and had concerns over remote property management. That apprehension dissolved after just one phone conversation and a follow-up email from Ida Pursell our Customer Service Team Advisor.

Ida was a most unique blend of professional knowledge and interpersonal warmth and engagement. She patiently and thoroughly explained the auto-delivery technology, pricing options, and online account management.

We truly felt like we were being welcomed like family and that the Proulx commitment to service excellence would be as comforting as dealing with Ida was for us. Ida's courteous and comprehensive approach convinced us to choose the Proulx team.”

“Mike and his crew do fantastic work. My 11 year old CRV has nearly 200,000 miles on it and it looks like new. Professionalism+personable=a very happy customer. Auto Shine gets an A+. Ray Grady”

“Just bought a new truck and needed to install a hitch. Dealership recommended them and rightly so. They installed it in good time and made it a point to give updates on progress and explained what we needed to do so not to void our warranty”

“Great experience. Friendly and helpful staff. Truck was very clean - which is so important. I would recommend this location and recommend UHaul based on this experience. Thank you!”

“UPDATE:
The regional manager reached out and worked with me to figure out the issues. I would say that after this talk, I'm feeling much better about the company. I wished this hadn't happened to begin with, and for the process to not have taken nearly 6 months, but growing pains from a merger are real and I acknowledge that here.

All of my original complaints of unaccounted for fees + buyback credits were addressed, and some extra fees waived, after Josh looked through my account and found the discrepancies.

I liked the professional tone and speed at which the company resolved my issue, so given this was my only complaint (and a big one had it gone unresolved) I'm happy to correct my review to this new one.

ORIGINAL REVIEW:
Hartmann's used to be a good company that treated customers properly. After selling to Haffner's, however, the company (not its people) became one I would strongly recommend people against. There's nothing wrong if you're a typical large delivery customer. But as soon as you deviate from the norm, the company would rather lose you as a customer than break their mould.

Here's my story, which others can use to draw their own conclusions:

On the last year of Hartmann being Hartmann, we downsized our propane use such that the three 120 gallon tanks were no longer necessary. We called the company to replace the tanks with 1 smaller 50 gallon one but had trouble scheduling the pickup as they were busy. I delayed the switch since it didn't hurt anybody anyways and figured I'd give them a break in the busy season. Fast forward a few months and they come pick it up but they told me there would be a $350 rental fee charge for not having used the propane that season. I called and they quickly agreed to waive the fee since it wasn't really anybody's fault. That would've left me with roughly $800 credit for the propane I sent back to them (that was what I paid at the time for the fuel).

Around that time they sold the company to Haffner's. That's when things went south quick. I called them that winter to get a new delivery of the small 50 gallon tank and asked them if they could take the cost from the $800 credit. They said I only had $50 in credit because:
- they had no written record of the $350 rental fee being waved
- they charged $159 to pick up the previous tanks
- they credited me the propane at the time of pickup, not what I paid (that's fair, to a point), which was closer to $500

At this point I decided to do away with propane entirely and switch to electric equipment. But things continued to be difficult with this company. I asked them to pick up their tank and cancel my contract, which was going to cost another $159 to do. They gave me a day in January when they would come, but they came a different day. That would've been fine except that there were some things in front of the tank they didn't want to touch so instead of knocking on my door (I was inside) to let me know, they left.

It's almost April and I'm once again trying to get them to pick up this tank for $159.

Conclusion: I paid $800 for propane that I never used and ended up paying the company money to take it away and keep it all.

Moral of the story: stick to electricity. At least utility companies are regulated.”

“I had the pleasure of working out an issue with Mary Gillis, Customer Service Agent.. She was extremely helpful, professional and most of all very customer focused. I intended to cancel my service but through her efforts and her understanding of my problem, I decided to stay with Suburban.”