Service from autogas lpg / Gas Price

[classicswede]

I hate dealing with Autogas LPG (also known as Gas Price) but they do keep stock of a couple of bits that others do not.

Anyway I needed a couple of bits so ordered on the on line shop just short of £90 worth of odds and ends.
The following day I get an email saying my order was cancelled. I assume because they did not have stock of one of the items or something. Emailed them back asking for a refund or let me know what they did not have and I might take some alternative items to equivalent value...... no reply.

After just over a week gave them a call, it was 4pm so fair enough near the end of the day and the response was we will phone you back tomorrow morning.... no call back

Ok so they are busy fair enough and had forgotten. I have been calling most days now for the past 2 months and do not get and answer. They know my number and are clearly avoiding my calls. Emails are not responded to either. My next step will be to go and visit to collect my parts

The service from this company is getting worse and worse

[john_d]

they started off poor but did get better, the last 3 or 4 times i used them (the last was feb.) i received my stuff the next the day, possible they are short staffed due to some staff on holiday? No excuse i know but.....

[Tubbs]

I think they have moved recently as well.

[robbie1944]

I have got to agree with the first comments I have found them very difficult to deal with if you have a problem.
Normal orders are fine very quick in delivery but any sign of a problem and that is the last you hear from them,
I sent 12 emails tried to phone only phone is constantly on answer phone and is always full of messages,over a period of 4 days and finally got an answer from them.

[classicswede]

I have probably ordered 6-7 times. Twice the order arrived a couple of days later. The other times have been a couple of weeks to well over a month before eventually being sent out.

Not to much of a problem when parts are only for stock but you know you have to keep chasing the order.

If you are going to cancel someones order then you need to refund right away

[robbie1944]

more on lpg gas price I have had to take out a county court judgement to try to get back a £104 refund they have owed me for 3 months and when the judgement was sent they did not even answer the court judgement.
So will be sending in the bailiffs if they do not sort themselves out

[classicswede]

I am still owed my refund or parts. After first agreeing to send out then a couple of weeks later being offered a refund still nothing.

I might just have to go a pay them a visit.

[Tinleytech]

A customer of ours that we know well, ordered and paid for 2 Stag Ecu's (that we didnt have in stock) on 2nd May, Gas Price sent one out but never sent the other despite his many phone call and emails - he is now trying to get his money back through the credit card company - effectively they have stolen around £130 from him.

[LPGC]

Below I have pasted one email sent / received between GasPrice and myself... This is one email out of many! I had previously bolackd them for not informing me when they knew I wouldn't be receiving critical parts from a couple of orders than I needed to arrive here asap, i.e. the next day as advised and expected. At least before they sent me this email they did actually phone me to tell me that they couldn't fulfill part of the order. The problem got worse though, because during that conversation we agreed that they could replace that part of the order with another part... and they didn't send the replacement part either... because they also didn't have that part in stock!

Dear Rafal,
When I placed the order for the 4 cylinder system I was told on the phone that you couldn't send that particular system because you had none in stock, so we arranged for you to send a King MP32 based system instead. This was weeks ago, I am still waiting for the MP32 and some of the other parts that I ordered.... Some piping, nozzles, clips, T's, AEB injector wiring looms (that you missed from previous orders) etc.

I used to be able to rely on your company to send parts that I ordered and they would arrive the next day, but now I dare only order items from you that I am ordering for shelf stock - I still expect items to arrive the next day, but recently if I need items to arrive the next day I order those items from other companies. Sometimes if I try to call you on all of your phone numbers nobody answers or calls me back, you recently said your email wasn't working. Now that your email is working again please send the parts that are missing from my previous orders which I listed in a previous email.

Regards,
Simon Andrew
LPG Conversions
http://www.Lpgc.co.uk
07816237240

From: GasPrice LTD <info@autogas-lpg.co.uk>
To: simon andrew <cheapmotoring@yahoo.co.uk>
Sent: Tuesday, 29 July 2014, 13:13
Subject: Re: Parts still missing from orders!

Hello Simon
I understand you are peace off ,but i send this what i got,when i get some parts be sure,will be send for you.
But please give me ring Friday Monday next week.
Of course if you are not happy i can make refund for you.

Note the dates on the emails above... I did call them again on both the Friday and Monday but nobody answered. After multiple similar emails, loads of attempts to call them on the phone over the following days/weeks, someone answered the phone and told me 'Our emails are not working again', even though during that time I had been receiving unrelated emails from them. At one stage I managed to talk to the boss (whom I have met a few years ago), but he now converts vehicles and apparently doesn't get involved much with the supply company much anymore... Nevertheless it seemed he was going to get involved in this case, he did offer me the money back, but also said he would sort it all out if I wanted and my parts would arrive here 'the day after tomorrow', so I agreed that they should still send the parts. The day after tomorrow came and went, still no parts arrived, I managed to speak to the boss again but he was busy so he asked me to phone the supply company... and they didn't answer the phone. Even now I am STILL waiting for the above mentioned parts and more (an extensive list which I have sent several times by email / phone txt / verbally over the phone).

Up until a couple of years ago I was spending over a couple of grand a month with GasPrice, and that continued for a few years. That was when they seemed to have at least a bit of a grasp on service and upholding customers orders... You could expect the odd (often critical) part to be missing from orders or for incorrect parts to arrive (the classic mistakes being 3 cylinder rails when you ordered 4 cylinder rails / injectors arriving without nozzles / AEB systems arriving without petrol injector looms) but for the most part if you ordered a particular ECU then at least that part would arrive the next day...

That was a few years ago, seemingly in their good old days... More recently I have suffered all the same kinds of bad service, and more, that others have mentioned in the above posts. When I read this thread it served as a reminder for me to try to call them again - I tried this morning but again there was no answer. When I have managed to talk to someone in recent months, when they did answer the phone, I have been passed from person to person and then been told someone would call me back, and then nobody called me back. When I have managed to keep someone on the phone I have been promised parts would arrive the next day, even gone on to receive an email from a shipping company to tell me when to expect the parts, but then received a further email from the shipping company to tell me they could not deliver the parts because GasPrice did not have them ready for the shipping company to deliver!

As I have explained a few times to GasPrice staff - You would think they would want to give good service to a customer who might spend a couple of grand a month if only they could fulfill orders or at least communicate better. I suggested that (especially) since they struggle with English (seemingly as and when suits) that they should keep their website stock levels up to date and not take orders that they cannot fulfill. And if that system fails and/or it looks like there might be a problem fulfilling an order then they should promptly advise the customer over the phone. After a previous complaint from myself they did call me on one occasion to inform me they couldn't fulfill an order, I told them I was pleased that they had phoned me and during the conversation we went on to agree an alternative/replacement part... but then they immediately let me down by not sending the alternative part which we agreed on.

The worst aspect is that they will take an order, knowing full well that you need the parts ASAP for a specific job (and expect the parts to arrive the next day), even though they are aware that they don't have the parts in stock. They gamble that they will have the parts by, example, the middle of the next week and that you won't complain too much waiting that long for the parts.... even though you have explained that you need the parts to arrive the next day and won't be happy if the parts don't arrive. They seem to think that operating this way they will be more likely to keep your custom. This can only be a very short-sighted view... By telling fibs they may keep that one particular order but, at least in my case, they lose a lot more custom in the long run. Since I have been unable to trust their service they have probably lost about 15K worth of my custom alone, and it seems some of their other long standing installer customers have been going elsewhere too. They don't offer tech support to DIY customers (I can't see how they possibly could anyway, what with the language problem and lack of tech knowledge by anyone who works at their supply business) but their prices must look tempting to DIYers... Maybe it is no wonder we have quite a few DIYers looking to this forum for tech support... Yet we all give tech support to DIYers whom have bought from the same company that owes us pros parts???

This week is going to be crunch time - I will phone / email etc a plenty until I get the stuff I ordered a few months ago and have since (well, a long time ago now) bought from other companies.... I don't know if I still want the AEB MP32 that I am owed anymore, my thoughts are turning more towards an MP48... But I don't mean an AEB MP48! (If you don't follow, try Googling MP48)

Simon

[john_d]

im needing a few bits and have used them before without issue, may just look elsewhere now.

[Tubbs]

I would say their margins have probably always been pretty tight.
Maybe the pinch of getting the stock shipped into the uk crippled them. It's still out of order what they are doing to folk. Not only DIY. But trade as well. Personally the only dealing I've ever had with them has been face to face as they arnet massively far away from me. So I've never been ripped off by them. As it's pretty hard to buy something they haven't got in person.
The thing that always put me off was the complete lack of things like fillers, vent hose or infact a gas tight box.
Trying to explain to them what I was looking for ended up with blank expressions. I've even been for a root in the stores. But no, they obviously don't use them !
Ok. So Tinley tech may be a little more. But you can garuntee it will be there, next day, and all the bits you ordered.
Personally I have never bought anything from LPG shop so can't comment.
BRC seem to be as on the ball about this stuff as Tinley tech.
That's the rub as a pro installer though. Order stuff, you need it, next day and right. You also want to know your warranty will be honoured should you need it to be. It's not rocket science really. That's why I use Tinley tech. Because they know how it needs to be done. To make a go of it you have to be an installer. Tech supporter and box shifter all in one. Personally I can't. So I don't. Simple as that really.

[classicswede]

Ok. So Tinley tech may be a little more. But you can garuntee it will be there, next day, and all the bits you ordered.
That's the rub as a pro installer though. Order stuff, you need it, next day and right. You also want to know your warranty will be honoured should you need it to be. It's not rocket science really. That's why I use Tinley tech. Because they know how it needs to be done.

Fair play to Tinley they are good, the only real let down I have had is a couple of little niggles and City Link taking 2 days to deliver some of the parcels!

I keep a lot of stock but when you are doing an install and you need a part you need it there and then.

[LPGC]

Fair play to Tinley they are good

Got to agree Tinley Tech are a great supplier.
Being realistic, I suppose one day a mistake will happen and they will send me a wrong part but that hasn't happened yet after many years... Surely we can't expect 100% reliability from a supplier now you don't work at one mate!

I have just spoken to the gaffer at AutogasLPG / GasPrice. I wouldn't shy away from telling him about this thread but it seemed I didn't need to tell him. I first tried the various mobile numbers I have for GasPrice and got no answer. Then I tried the landline number and got the answerphone telling me their office was shut and the office hours (should be open now of course), then I managed to get the gaffer on his mobile. He told me 'We are closed today because we're having some technical difficulties but will be open again tomorrow, if you email me the list of parts you have missing I will pass it onto our despatch team and get them to send the parts to you'. So I will see what happens... Best case scenario would be he has been blissfully unaware of the extent of the troubles in his supply company and is now taking time out of installing himself to get involved and sort the situation with the supply company... which seems to have been run recently by confused and half-hearted people.

Simon

[Tubbs]

At the end of the day Tinley tech are only human. And we all make mistakes.
I have worked in the parcel industry. Stuff gets mis sorted all the time. Sometimes it can be whole cages full of parcels. So you really can't blame them for that. I notice they changed courier some time back to try and resolve the issues. And it seems to have worked.
Any mis sorts I've had they have always upgraded the parcel to am next day if they know you are struggling for time. Yes over the years I've had a few niggles here and there. I once had a mis labeled parcel with another converter. Said me on the box. But had an invoice for someone else and a load of stuff I didn't order !
They where straight on it though. Parcels re collected. New order sent on an am and their sincerest apologies.
Over the years the fail rate is well below 1% of orders. Now that is a pretty good hit rate by anyone's standards I reckon.

[robbie1944]

I have a feeling that their web site has shut down on Sunday as when I was on there it just shut down so wondering if they have gone out of business, hope not as they still owe me over a £100 in refunds.
I may call in on Wednesday as I will be traveling near to them so will make a detour

[LPGC]

I have a feeling that their web site has shut down on Sunday as when I was on there it just shut down so wondering if they have gone out of business, hope not as they still owe me over a £100 in refunds.
I may call in on Wednesday as I will be traveling near to them so will make a detour

What happened with the website? It's working now isn't it? I hope they took it down for a while to do some kind of batch update maintenance, like updating stock levels following a stock take....

My parts didn't arrive as I expected. AS I EXPECTED..

Simon

[Trigger678]

I purchased 2 Stag Ecu's as mentioned by Tinleytech in post above, one arrived by royal mail despite paying for courier, the other did not. When I complained they infered I was lying. I called daily with no answer, you cant leave a voice mail as mail box is always full. When I got through again Raul said it was a courier issue and another was being sent, this never came. On calling again Raul told me he knew nothing of the issues I was having and said he would call me back, which never happened! I have tried the live chat and he just leaves the chat.
Do not use these people they are nothing but common thieves who come to our country and hide behind the language barrier. He knew exactly who I was as each call I quoted my order number, they will not give out tracking numbers despite blaming couriers. In short they are lying, robbing b*****ds who deserve to go out of business. Save yourselves time, effort and money by dealing with reputable supply companies such as Tinleytech, who although nothing to do with them have helped me.

[john_d]

nice 1st post.

[hitman]

sort of sums up other peoples experiences doesn't it though?

[classicswede]

Do not use these people they are nothing but common thieves who come to our country and hide behind the language barrier. .

I nearly forgot about that one. Being told they could not understand me and to text or email the details over. They understand English perfectly fine when taking your money. Perhaps I should get a Polish friend to call them starting I English first