ATTORNEY GENERAL 

The following information is presented on-line for informational use only and without warranty as to its accuracy, timeliness, or completeness. It does not replace any official versions of this information. (Mich Dept of Attorney General Web Site - www.michigan.gov/ag).

Level Propane Complaints - Special Information and Directions

If you have a complaint against Level Propane, please read these directions carefully. Following these directions will save you time and allow us to better process your complaint. 

I. Summary of Information to Provide the Attorney General’s Office

All consumers with complaints against Level Propane should:

• Send us copies (not originals!) of all written information you have received from Level that relates to the terms and conditions of your propane service, including:
     •  Contracts
     •  Invoices (bills) from Level
     •  Delivery tickets from Level
     •  Letters or other correspondence from Level
  

• Send us a statement of any damages you have sustained, including:
     •  Inappropriate charges (late fees, emergency fill surcharge, etc.)
     •  Costs of dealing with lack of propane, such as:
     •  Hotel costs
     •  Replacement fuel and heaters
     •  Burst pipe repairs
  

II. Bill Payment Issues

Before you decide not to pay Level’s charges, even if you believe they are excessive and unjustified, you should be aware that there are risks associated with not paying your bill. For example,

• Level may assess a late fee;
• Level may place a hold on future deliveries; and/or
  
• Level may report consumers who do not pay the amount requested by Level bill to a credit bureau.
  

Since every consumer’s situation is different, you may wish to seek the advice of a your attorney before making a final decision. (While the Attorney General’s office may be able to help resolve consumer complaints, the Attorney General is not able to provide specific legal advice to individual consumers.)

If you dispute your bill, we strongly recommend that you submit your complaint to our office so that we can intervene with Level Propane on your behalf.

You may ask Level to waive late fees, to adjust your bill to the appropriate amount, and not to report your allegedly delinquent payments to a credit reporting agency. Be sure to take notes and document your communications with Level.

III. Identify Your Method of Delivery and Pricing Plans

You should tell us which plan(s) you are on (see below). To determine this, you should:

• Review material you received from Level, including
     •  Contract
     •  Invoices (bills) from Level
     •  Delivery tickets from Level
     •  Letters or other correspondence from Level
  

• Review your own records, including:
     •  Credit card or check records
     •  Copies of letters or correspondence you sent Level
     •  Notes of phone calls or other conversations with Level’s employees
  

• If your status is uncertain, or you did not get copies of contracts, consumers should call Level. Be sure to take thorough notes when you call. (Ask for the name of Level customer service representative, record your questions and Level’s answers, etc.)
  

  A. Common Method of Delivery Plans

  Consumers should specify which plan you are on:
  

  	1. "Courtesy Fill"		(automatic delivery)
  	2. "Will Call"		(must call for delivery)
  	3. "COD"		(must call for delivery and pay by credit card or Western Union)

  
  

  B. Common Pricing Plans

  Level charges different consumers different prices. Many consumers are entitled to receive prices at a certain level. Common fixed-price circumstances include:

  1. Contracts. Many consumers have contracts with Level that "lock in" a certain price. Even if the original contract period has expired, many contracts have "automatic renewal" clauses that call for the original contract terms to be extended.
     
     
  2. Price Guarantees from Level. Level sent written material to some consumers guaranteeing a certain price. If you relied on such representations, you are entitled to receive that price.
     
     
  3. Fees Paid for Extended Lock-in Periods and "Pre-Buys" Some consumers paid "lock-in" fees to further extend their lock-in period or have "pre-bought" propane in order to receive further discounts.
     

  
  Because of these variations, it is important to send copies of all relevant documents.

IV. Information on Switching Suppliers

Many customers have asked about switching suppliers. If you switch, Level may attempt to bill you for:

• Termination fees
  
• Tank Removal fees
  
• Pump Out fees
  
• Minimum Use Fees
  

These fees have not been sufficiently disclosed to many consumers, and you may wish to ask Level in writing to waive these fees. (Again, you should take notes and document your communications with Level).

You should also know that it may take two to three weeks for your new provider to install and fill a new tank. Be sure to ask your new provider to tell you when your new service will be ready.

V. Information on Tank Ownership Issues

If you are leasing your tank from Level, you should know that under Michigan law, other suppliers may not fill Level’s tanks without Level’s permission. Nor can other suppliers pump gas out of another company’s tanks without permission. You may wish to ask Level in writing to authorize transfer of propane out of their tank into your new tank.

If you own your tank, then you can freely purchase propane from other suppliers. But if you bought your tank from Level, you may also have locked in a favorable price from Level at the time of purchase.