Troubleshooter steps in after Raleigh homeowner nearly runs out of propane after missed deliveries

RALEIGH, N.C. (WTVD) -- A Raleigh homeowner said he was watching his propane gauge drop by the day after promised delivery dates came and went.

David McCool said he is on a pre-buy program and automatic delivery with AmeriGas at his Raleigh home. When he logged into his account, he was surprised his tank was at 16%.

"I logged into my account, and it said, you are scheduled for delivery between Jan. 26 and Feb. 2," McCool said.

However, Feb. 2 passed without a delivery. McCool said that when he called, he was told a truck would arrive on Feb. 10. That date also came and went.

"The 10th came and went, and nobody's come, nobody's been here. So, I log on. I'm now at 8%," McCool said.

He said he called again and was initially told his situation would be expedited.

"The guy goes, 'Oh, this is critical. We're going to expedite you immediately.' So I said, 'Great, finally.' He puts me on hold, and comes back on and says, 'Now, we're not going to expedite you. We don't expedite that area right now.'"

McCool was worried.

"We have two furnaces upstairs and downstairs, and they have been running a lot because of the cold," he said.

McCool described watching his tank level drop like a countdown. He told Troubleshooter Diane Wilson, "You ever see the movie where the guy is trying to defuse the bomb, and the counter is going down? That's how I felt. I'm going to lose all those appliances. So, I said, 'I'll call (the Troubleshooter).'"

Wilson reached out to AmeriGas on his behalf, and McCool said a truck arrived that same evening.

"That evening, the truck was in the driveway, and I was just like, I can't believe this. I fought for two weeks with these people; you got it done in a few hours, you defused the bomb," he said to Wilson.

McCool said the refill brought him relief just in time.

A representative with AmeriGas said that they successfully filled the customer's tank, and that the extreme length and severity of the ice and cold have caused supply challenges across multiple industries, not just propane. The company also said it appreciated McCool's patience and cooperation as it worked to safely serve everyone during the challenging weather period.

AmeriGas also added these winter safety tips to help maintain timely deliveries during severe weather:

• Maintain a Safe Delivery Path - Clear snow, ice, and low-hanging branches with at least 10 feet of width and ensure the path to your tank is accessible for our large delivery vehicles.
• Clear Equipment and Vents - Remove snow and ice from your propane system, gas lines, regulator vents, and chimney to prevent gas leaks, equipment malfunctions, or property damage.
• Mark Underground Tanks - Use reflective driveway markers or flags to clearly identify the location of underground tanks, especially when buried under snow.
• Order Early - Will-Call customers should schedule deliveries when tank gauges reach 30% (or 40% for smaller tanks). For vacation homes or secondary properties where usage is harder to predict, monitor levels closely and request delivery at 30-40%.