Star Gas Products

Kim, we appreciate your candid review. A few things in defense: 1) Our definition of emergency service is much like the fire/police department: we are concerned about danger to others and the loss of life. Our emergency service is mainly focused on gas leaks and keeping people safe. I'm sure that your unheated home was uncomfortable but portable electric heaters can keep a home tolerable at this time of year. No solid freezes were predicted for this past weekend.2) We do not have service agreements with our customers at this time. The customer is responsible for the upkeep of their appliances. When you called on Friday, the technician determined that you had enough propane to run your furnace. Usually this means that the furnace has an issue and our technician did the right thing to by giving you a list of local expert HVAC vendors we work with. Oftentimes HVAC companies are usually better equipped and have parts for most furnaces. As with all service, I'm sure you are aware that there is usually a tier of costs - the most expensive being service after hours or on weekends. Yes, a service agreement with a local HVAC company would make perfect sense. Our technician actually saved you the cost of an afterhours service visit by us - there was no guarantee that he would able to fix your furnace.3) While we can appreciate your loyalty to have us execute the repair during regular office hours, we gave you solid service options on Black Friday and again this Monday morning. Unfortunately our offices are already booked in weeks advance for other needy customers. Sometimes we are able to squeeze in an emergency visit. It was your option not to move forward with a HVAC vendor on Friday, Saturday, or Sunday. 4) With this in mind, we will be reviewing our staffs response to your issue in order to make improvements for better clarity for our customers. Thank you again for publicly sharing your concerns.

Steve, we appreciate your business. We like to keep our prices stable and fair for all our customers.

Mr. Kurzer, we are sorry you are unhappy. We confirmed your appointment and confirmed a time window that you agreed to. Service visits are at a premium, so when you did not appear, we apologize but our staff needed to move on to the next visit. A 2 week waiting period for appointments is not uncommon. We wish you the best of luck finding another company to help you with your propane install. Thank you for considering us.

Thanks for this Thomas, will forward on to Rich. Let us know if you need anything else. We appreciate your business!