Family Frustrated with Company over Propane Problems

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Story Published: Feb 21, 2008 at 5:20 PM MST

Story Updated: Nov 7, 2008 at 12:19 PM MST

By Nate Eaton

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Many of you depend on propane to run your stove, water heater, and furnace.

During this cold time of year, it's vital that you have enough of the gas.

One Eastern Idaho woman has a warning if you use one local propane company.

DeAnna Reeves, Dealing with Propane Problems: "It's our main source of heat."

DeAnna Reeves and her family depend on propane to run their house.

Reeves: "The furnace, we have two water heaters that are on it, our gas cook top, and a fireplace."

A few weeks ago, when they checked their 1000 gallon tank, they were surprised at what they found.

Reeves: "I had my husband go out and check. It was zero."

Zero gallons. Surprising because their provider, Alpine Propane, is supposed to check the tank every six weeks and fill it up when it gets near empty. So DeAnna immediately called them.

Reeves: "They said they didn't have a truck. They said they're working on it. After about five phone calls, nothing happened."

A few days later, Alpine did show up and put about 100 gallons in the tank. That only lasted a few days then the Reeves were back at square one...no stove, no fireplace, no heat.

Nate Eaton, Channel 3: "What did they tell you when you said I don't have heat?"

Reeves: "To get space heaters."

After weeks of frustration in a cold house, DeAnna found another propane company and a few days ago decided she will no longer use Alpine.

Eaton: "Has Alpine ever given you an explanation as to why they don't have propane?"

Reeves: "It's just been the run around. It's really been the run around. It's ridiculous that they haven't had the courtesy to tell their customers anything until you find out that you're without propane."

Alpine Propane acknowledges there has been some problems this winter but new management is taking over and starting Friday things are going to get back on track with their customers.

Reeves says if you have propane to check your tank right now to make sure it is full.

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