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True Value - Orchidland General Store complaints

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HC 2 Box 5786, 16-125 Orchidland Drive
Keaau, HI 96749 | Get Directions

(808) 966-6711

https://stores.truevalue.com/h...

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Total Amount in Dispute:
$330.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our records indicate the company failed to respond to the one complaint brought to its attention.

Complaint Closing Statistics

1 complaints against True Value - Orchidland General Store closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

1 complaints against True Value - Orchidland General Store

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6/1/2023

RESPONSE: Complaint was not answered Amount in Dispute: $330.00 Amount Settled: $0.00

Customer Complaint

12/29/2022

On 12/19/22 I took my 2 100 lb propane tanks to be filled at this location. The attendants filling them were not paying attention and overfilled our tanks by over 11 gallons. Each tank should have the maximum of about 23 gallons, Donna and Kalai filled the 2 tanks with 55.2 gallons. This caused our tanks to have propane exploding out of the back pressure release valve the next morning as the sun rose the next morning filling our house with propane through the kids bedroom window. When we contacted shift manager Kelsey we were yelled at and discredited. Till today no responsibility has been taken and we have been denied any higher up contact information to move forward with resolving this issue. At one point she went as far as to pretend to go get her supervisor then got back on the phone pretending to be someone else. Adam from the volcano location has also refused to take any action or give us contact information for someone who could help us. Both Adam and Kelsey were incredibly rude and dismissive. With continued attempts to reach Adam I am now hung up on. After speaking to the gas company and multiple other propane filling stations I have confirmed how dangerous this over site truly was and could easily have ended tragically. This was also reported to the fire department and OSHA. Resolution Sought I would like a full refund and for all parties involved to be properly reprimanded. Also proper training for anyone who has the duty of filling propane. No one we spoke with had any knowledge or education on how what occurred happened or that it was even possible which is scary.

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