Poor customer service experience. I’m very disappointed

I’ve been on auto refill for over two years - since purchasing my home and work with the Thompson Gas in Apex. Last month, my payment did not arrive in time due to nationwide mail delays during the COVID PANDEMIC. Rather than calling me so that I could remedy the situation immediately and pay over the phone, the staff in Apex decided to disregard my auto refill - nor was I alerted to this fact. We ran out of gas because we had no idea that they didn’t do the normal monthly refill. We had no heat or hot water over the weekend including gas fumes in the home because the tank was empty. The temp inside my home did not go above 48 degrees. When I called the office in Apex, I spoke with Lauren. She told me it was no fault of theirs and not once apologized for the fact that there was no communication from their end. Lauren assured me that she would return my phone as to when my tank could be refilled as I had NO HEAT over the last weekend in January. Lauren never returned my phone call nor did she offer one ounce of empathy for a consistent customer. She was simply rude and unapologetic. My husband called back and spoke with a different staff member and the company agreed to fill the tank that day but we had to pay the “emergency fee” of $150. We are currently looking to transfer our accounts to another local gas company. The Thompson Gas Company in Apex has absolutely terrible customer service and lacks concern for the basic necessity of which they supply.

Heaven help you if you live in Moore County...Phone Number is Out Of Order.These Jokers are supposed to fill my tank on a regular schedule. They havent been out in over 9 months. Tried to call, they dont even have a working number. Went by the Office, they have a sign on the gate for EMERGENCY call 910 947 XXXX. This number is out of order too.There are people inside the office with the gate locked from the inside. Its obvious they are not trying to help anyone...They were about to just leave me in the cold. It is the middle of Winter, I was forced to play Detective and find a number to Corporate Office.The lady was nice, but at this point its too late. It seems they are very good at putting out fires that are caused by poor service...It would be really nice if you had a working Phone Number.Phone Number Out of Order!Gate Locked from the Inside!People Looking out Window!Nearly Froze to Death!Dropped the Ball Big Time!

Excellent service provided by Charles Brickhouse. He tracked down and fixed a small leak that was tough to find. Very thorough and professional. Charles even contacted me back personally when I had some additional questions... Thanks!

If you are a propane novice, Charles Brickhouse is the expert! We knew nothing. Charles promptly came to give us an estimate for setting up a tank and helped us make informed decisions about size, lease vs buy, set up in a difficult location on our property. Thank you.

We have had Thompson for years. They installed the gas logs into our fireplace and also ran a line to our patio to hook onto our gas grill, no more running to refill small tanks to cook outside. The office and service staff have always been courteous and prompt.

I dont understand why you would send your truck to refill my tank on a Saturday morning at 8am. No phone call in advance either. Your company normally comes during the week. Today you choose Saturday at 8am? Last time I checked Im the customer. You should come at a time that us convenient for me, not you! Lastly, the guy you sent to my house on 1/26/19 at 8am was very rude. No apologies for waking up my dogs and my entire house. If you send him back here I will be looking for a new gas company, which there are plenty of. I left you a voicemail because you are closed on Saturday. My expectation is that you call me so you can explain to me why you decided to come to my house on Saturday at 8am, why you didnt call me in advance to see if this time worked for me and why your driver felt it necessary to be rude. Im waiting for your call.

This gas company is the worst i have ever dealt with..Been waiting for gas 2 weeks,When i called i was lied to ..SITTING HERE OUT OF GAS.Terrible service and customer relations.

Excellent experience today! I was concerned my gas was low but did not know how to find the gauge on our old tank. Katie walked me through the entire process, talked me through several attempts to lift the lid, which I could not do, and advised me on how to handle the animal nest I saw peaking out of the side of the tank. She recommended I schedule a delivery, which I did, and when I expressed concern about running out over the weekend, she arranged for someone to come out today. She took my number while she attempted to arrange the delivery so I would not have to wait on the phone. She was so nice and helpful and advised me to sign-up for the automatic reader so I would not have to manually check my gauge again. Thank you Thompson Gas!

I have been a customer for approx 20 years. I called them to see if they could fill my RV when they came out to fill my Home tank. They said they would do it on Friday. They came and did not fill the tank and didn’t bother to tell me. After about 6 calls and 4 days later (Tuesday) they still refused to come out and fill the RV until they were going to be on their normal route 3 days later. Bottom line is that They didn’t do what they promised and they refused to make it right. I canceled my account and now they have to pick up my tank and refund me for the propane. So they would rather lose a customer (for 20 years) and refund the money for the propane in the tank instead of selling me more propane. They clearly do not value their customers and their customer service is misguided. There are inflexible and have absolutely no concern for the customers satisfaction. Find another vendor as I am doing.

Called out Thompson for a safety check since we thought we smelled propane. Tech showed up 4 hours later, thankfully there was no leak. The tech indicated there would be no charge since they believe safety is most important. A week later I received an invoice for $90.74. Called to check on it and the woman I spoke with told me she would check with the tech and call me back. a week later I called them again. She said the manager would call me. 2 days later he finally called and told me they are a business and every business charges for a service call. When I explained that the tech said there would be no charge he effectively called me liar, but said he would talk to the tech again and get back with me. Now a week later and received a follow up invoice with a $1.36 finance charge!Extremely poor follow through and customer service. No gas company Ive ever done business with in my 50 years has charged for a safety check. If the dispatcher or tech had been up front that they would charge I wouldnt be upset, but the dishonesty and lack of service is a reason to cancel this agreement as soon as the tank is empty.Update - they must read the reviews. Just got a call from them and they are crediting all the charges.

Has had a very bad experience with this company for gas to my homeLast time I called the gauge was inaccurate reading a different amount when the tank was actually emptyThe tech said nothing was wrong with itWe believed himAgain it did the same thing the gauge is saying one thing when we checked yesterday but it’s actually emptyThis time it’s worst because it ran out on us in the middle of the night when it’s snowing in NC. Called the company that proudly stated on their website “unparalleled safety and piece of mind” offering emergency service which is a lie because: I’ve been waiting for a response for 3 hrs after making several calls to them I have a 3 month old baby in a cold house, I’ve told them this and they’re not calling nor coming. What service! I hope the execs of the company read this because his staff are not doing their job. I now have to take my 3 month old baby to a hotel and pay additional and still going to need gas but guess what not from them from another company which I’m researching as we speak.

Excellent customer relations especially the staff.

Not really a propane filling station like they claim. They will only fill between the hours of 8 a.m. and 9 a.m. now. Not convenient or worthwhile at all. Skip this place.

Very bad company, I seen the company truck and this big brown skin black guy took a leak in my yard after installing my gas!!!

Horrible customer service

Spot to get my tanks refilled