Lytton, Australia
1 Tanker St
N/A
+61 61131161
They have a little trick of saying sorry with crediting accounts. Then they take the credit away and try to tell you it was never there. They are thieves. Stay away. "Urgent delivery" means more than four days. The response? "Just hook up some BBQ gas until we get there." Well as you can see Elgas I paid the 83 (I don't own a BBQ) and this is my setup and if my house burns down - well. Oh - and it gives me enough for some hot water from the tap and the stove top. Looks like another two days of cold showers at least. Thank you Elgas for being a prompt and caring business.
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They scheduled a top up date, for end Feb, we rang spoke to customer service and said please stick to this date as we have a newborn baby and our gas usage has increased substantially, this is what their CS team told us to do when our first baby came along. They said ok, it’s on our customer notes. The date came and went, no refill, no phone call. We called and find out they bumped our refill date to first week April! That’s 5 weeks further away! What tha? We had to buy electric cooker to use to make sure we don’t run out of gas for bathing. Supposedly we’ll get a top up next week now but after 3 years of this kind of service we have no faith I this company anymore. It’s quite normal for them to reschedule 3-4 times for us without notifying us. If they keep shifting delivery dates how are we meant to budget our gas use, should we have to budget ? Should we get notified of a change? You would think so. We used to get a text message day before delivery but that suddenly stopped and besides what good is that if they reschedule a week before? Am I expecting too much from this organisation?
I have been a customer of Elgas for a while now and the only reason I am giving 3 stars is because of the wonderful customer services I received from Denham in Brisbane. Otherwise it would be just 1 star or nothing. None of the other nitwits who work there come close to knowing what customer services is. Denham not only actioned my request (which I had previously requested on three separate occasions) but promised to follow up with a phone call, after and when it was actioned. And he did exactly that. On so many occasions, my calls were answered by rude and lazy males, who couldn't be bothered to lift a finger to help me out which resulted in me nearly running out of gas. I wonder what exactly do at work since they can't even action a simple request to fill my empty cylinders. Even when I had told them I was nearly out and I had done the test they had asked me to, no one was dispatched to refill. I was on the verge of changing my service provider. If you are his superior and reading this, Denham should be recognised for his excellent mannerism and his patience and for making sure customers are served with respect and integrity. In speaking with the other nitwits, it felt they were the customer and I was the supplier. It was belittling and awkward
Every three months we purchase an LPG gas bottle as a backup for when our primary bottle runs out, so that we have something to immediately switch to. In June we paid for our secondary bottle to be delivered to be ready. However when our primary bottle of gas ran out last night, we found that there was no gas in the bottle we paid for, which we had not used yet. We contacted Elgas for some sort of resolution, perhaps they could send us the next bottle for free since we can’t cook food or take showers and we had already paid for a “full” gas bottle (which was empty). The customer service assistant informed us that she would pass this on to her colleague and that they would contact us soon. They never called back and so we had to call up four times before they gave us an actual answer. They explained that they could not send a new one out for free, so we asked if we could get a refund for the empty gas bottle they sent out that we already paid for, for which they refused to do either. This response to a dedicated and long term customer was appalling in itself, but still the problem remains that we can’t cook dinner or take showers, so we ask Elgas how long it will take them to send us a gas tank as it is an urgent situation. The customer service specialists informs us that it will take them 3-5 business days. So Elgas sent us an empty bottle, wants us to pay for a new one but will also leave us without a stove and hot showers for up to 5 business days, even though it is their fault in the first place. Clearly this is a breach of Australian Consumer Law and we have made a complaint to the Energy and Water Ombudsman. We ended up calling a different provider (Agas), who were able to send us out a gas bottle on next day delivery at a lower price than Elgas. I would not recommend Elgas to anyone and I would recommend that Elgas provide better training to their customer service specialists.
Prices have gone from 106 for a 45kg bottle to 129.90 in the space of a few months not very happy at all, will be looking around for alternatives for sure...
Online ordering is dead easy. We've never needed urgent delivery but standard delivery is usually next business day or, at worst the day after. Billing is via email and payment is online. Couldn't be simpler. Very good company to deal with.
Rude and arrogant customer service. Very, very slow delivery times (5 days).
They just sent us a random bill for servicing 2 bottles with no explanation other than you have to pay it to make sure the valves and bottles are safe. Shouldn't that be discussed when we signed up to our account? How about a notice that a change in billing is coming? Shouldn't that cost be included in the tank delivery to begin with?? Seems like a money grab to me and I can't wait to be rid of Elgas!
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