By Joanne Rodgers, Bruce Peninsula Press
Concerned North Bruce residents took to social media during December and January to express their anxiety about running out of propane and their inability to get adequate responses from their supplier, Avenir Energy.
Winter had arrived and with it colder temperatures, placing more demand on heating requirements. Some customers worried about their fuel supply being at dangerously low levels, prompting other customers to worry that they too might run out before they could contact their supplier to request a fuel refill. Adverse road conditions that might prevent scheduled deliveries added to that worry. Customers also took to social media asking fellow customers not to call the propane supplier unless their tanks were below the range of 15 to 20 percent, as this would allow the company to prioritize the more urgent cases.
Also problematic was that Sparling’s Propane business was taken over by Avenir Energy at the start of December – the same time as the start of the heating season, with many customerss needing their tanks to be refilled. For many Northern Bruce customers this transition did not seem to be as seamless as it could be from a customer service level.
Avenir received numerous customer complaints and was besieged by customer calls, prompting Paul Ladner, the Founder and CEO of Avenir Energy to send out a letter of apology to customerss and to thank them for their patience and loyalty on January 22.
In his letter Ladner outlined the various steps taken to resolve complaints: We have added over 20 representatives to better answer the telephones. We have relocated over 10 representatives to answer customer emails. We have moved Drivers from other branches and other provinces to increase deliveries, where required. We have purchased new delivery trucks to add capacity to our existing fleet.
Late into January some customers were still worried if they would get their delivery on time, especially given the road closures during the week of January 27. However, it appears that Avenir trucks continued to make deliveries, even on January 28 with many of the roads closed and with inclement weather.
Many customers were relieved to be able to talk to a company representative and get assurances that they would not be allowed to run out of fuel. With one eye on their fuel gauge, and keeping their fingers crossed that the delivery will arrive as scheduled, Avenir customers hope that the transition issues have been resolved and reliable service will return.
