BBB Accredited Business since
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This company offers residential and commercial propane sales and services.
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A BBB Accredited Business since
BBB has determined that CoEnergy Propane LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for CoEnergy Propane LLC include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 4 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||3|
|Total Closed Complaints||4|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Randy Camp, Managing Member
Gas - Propane Gas - Propane - Equipment & Supplies
Hours of OperationMonday - Friday 8am - 5pm
According to Oregon Construction Contractors Board, CoEnergy Propane LLC's contractors license is expired as of February 8, 2014. To verify the company's current status, please contact the Board at (503) 378-4621 or www.oregon.gov/ccb.
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BBB Complaint Process
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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BBB Letter Grade Scale
Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: The State Fire Marshall inspected my propane tank installation in April 2010. They provided a Notice and Order of Correction to myself and CoEnergy that required closure of basement vents in the vicinity of the propane line that enters my house. I corrected that deficiency. The State Fire Marshall also pointed out at the time of his visit that there were safety concerns in how the tank was placed. Namely that the tank was placed such that a long horizontal segment of the line extended out from the tank and hence was at risk of damage due to deer potentially travelling between the tank and the adjoining slope. I informed Coenergy several times about the latter issue and despite several promises to inspect and correct this problem they have failed to do so. They have also failed to respond to phone calls in the past and a recent phone call requesting clarification of their policies on refunds for remaining gas in the tank as well as any other charges relating to removing their tank. I have since bought my own propane tank and installed it in a safe manner.
Desired Settlement: I want their tank removed. I want a refund on the gas remaining in the tank at either the cost/gal that I purchased it or the present price/gal. I do not want to incur any further charges for removal since their poor service required me to finally remove their tank and purchase another. I do not want to incur any rental charges beyond what would be prorated on a daily basis.
Business Response: Initial Business Response /* (1000, 16, 2015/01/19) */ The original tank set for Mr. ******** was set in 2009 and resized to a smaller one at a later date. I in the process of contacting the Oregon State Fire Marshal's Office to find out about any discrepancies that the Fire Marshal found when he inspected the job at Mr. ********'s location. The process with the Fire Marshal is that any discrepancies found during his inspection are written up and sent to the installer to correct. If these discrepancies are not corrected in a timely manner, the installer is subject to fines. I have not been able to find any discrepancies for this installation, thus I am working with the Oregon State Fire Marshal to see what happened. As for the tank being picked up, I have told the Service Manager at our location to call Mr. ******** to make arrangements for the tank to be picked up and credit issued. As soon as I have more information on what happened I will respond again. Initial Consumer Rebuttal /* (3000, 19, 2015/01/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) My issue with Coenergy has been their lack of service and failure to respond to my concerns and the concerns of the State Fire Marshall. I never received any notice that a reinspection was done on 5/20/10 and I doubt the accuracy of the statement that this notice was received on that date. The recommendation by the State Fire Marshall that the tank should be moved to reduce risk for inadvertent damage to the outflow line was a verbal recommendation to me. I relayed that recommendation to Coenergy on several occasions (despite their claims that they never received any communication from me to that regards). My phone records will show that there were several calls made and returned to Coenergy in regards to this concern. The last call I received from Mr. ******* was that he would be out to evaluate the situation in the Spring (Spring of 2014). That promise was never kept. Coenergy points out that I called on 11/11/13 to request a possible gas grill connection. I believe this was the call that I was promised by Mr. ******* that he would be out in the Spring to evaluate possible tank removal. I will note there was no response from them to evaluate for the possible gas grill connection as well, and this was despite an email request and at least two requests by phone. I initially emailed Coenergy about my dissatisfaction with their service and requesting clarification of their cancellation policies on 11/10/14. They never directly responded to me. The only reason I have gotten any response from them is because of my complaint to the BBB. Even then it has taken them more than a month and a half to respond to the BBB complaint. So again, the issue is the failure to respond to customer request for service and failure to respond to concerns about safety issues. At this point I am willing to drop this issue and agree to their response if: 1) They remove their tank and issue a refund on the remaining gas in the tank at the current price/gal. 2) I don't want any additional charges from Coenergy for tank removal since I am cancelling their contract for poor service. 3) I do not want to incur any rental charges (or any other charges for that matter) beyond what I paid in 2014 since this issue could have been resolved earlier if they had responded in a timely manner to my email of 11/10/14. If this is acceptable Coenergy can pick up their tank at any time. I have moved it to the top of the driveway. I took the initiative to do this on my own only because of the lack of response by Conergy to the safety concerns the Fire Marshall raised and their failure to move the tank to correct those concerns. Final Business Response /* (4000, 22, 2015/02/02) */ As stated in my earlier Response, CoEnergy will pick up our tank and equipment and will credit *** ******** for any propane that is in the tank at the going rate on the day we pick it up, per his request. Again, I am sorry for this getting to this point, but as I stated in my earlier response, the Oregon State Fire Marshal indicated no other discrepancies with this installation other than the one that was corrected and reinspection was done and approved by the Oregon State Fire Marshal. I can only go by what information I have and I have talked with everyone at the Redmond office about documenting all conversations with customers for this very reason, so no one slips through the cracks, which is what appears must have happened with *** ********'s communications to our office. I sincerely apologize for any inconvenience this miscommunication may have caused ad CoEnergy Propane will make sure that there is no other charges (only a credit) assessed to *** ********. As soon as the tank and equipment is picked up, I will ge the refund check processed. Final Consumer Response /* (2000, 25, 2015/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'm sure there will be additional customer complaints if Coenergy employees continue to ignore customer complaints and concerns or requests for service. A request by them for additional info and/or a clear statement that they don't feel obligated to address safety issues raised by the State Fire Marshall would have been preferable to simply ignoring the customer or making unfulfilled promises to address the issue.
Read Complaint Details
Complaint: Excessive price for home delivered propane. Once you lease one of thier tanks it seems you are at thier mercy when it comes to pricing, I was charged #3.949 per gallon. ******* shows the state of oregon is in the $2.40 range for home delivery, *** also shows that wholesale is $1.004 per gallon. Coenergy's competition is between $3.09 per gallon and $3.25 a galllon for the same service. A mark up of 393% is a little excessive. Product_Or_Service: Propane Order_Number: sale*****
Desired Settlement: DesiredSettlementID: Refund Partial refund to what local competitve pricing should be.
Problems with Product/Service
Read Complaint Details
Complaint: On 2/25/14, Co-Energy took my propane tank without any reason that I know of. They are saying I requested this but I did not. I am a disabled Veteran who has cancer. They took my tank without any notice which left me with no heat or no way of cooking. It has been below freezing in Terrebonne. My sister tried to call them the next day to see what the "story" was. She left two messages - neither time did they return her call. I have had to find other propane dealers - this has been a real hardship for me especially because of my health issues.
Desired Settlement: Reimburse me for two weeks of propane usage + penalty ($200) and a formal apology. I have been able to get another propane company to provide me service - but I truly believe they need to be penalized for what they did - They should never take a tank from someone without notice especially from a person who has health issues.
Business Response: Initial Business Response /* (1000, 6, 2014/03/10) */ I have attached the complete file from our system for you. The keey things to note is that *** ***** is very verbally abusive to anyone he talks with. He have hung up on most of us when we have called and tried to help him. The other key thing to note in this case is that we picked up our equipment because he told us to do so. Once it was picked up, then he complained that we did what he asked. If there are any questions concerning any of the information I have attached, please do not hesitate to give us a call. ***SUPPORTING DOCUMENTS REDACTED BY BBB*** Initial Consumer Rebuttal /* (3000, 8, 2014/03/17) */ That is a lie, I never told them to pick up my tank. The Attorney General already caught them in that lie. Why would i tell them to pick up my tank in the dead of winter when I am a bedridden cancer patient. 100% disabled veteran. Why would i want them to get rid of my heat and my means of cooking? It took 2 weeks for me to get someone else out here to restore my propane and heat. It was cold and the only way I could cook is with my microwave. The only way to stay warm was to throw a whole bunch of blankets over myself. My next step is to get the media involved. They already told my they didn't like veterans. Final Business Response /* (4000, 10, 2014/03/18) */ In response, *** ***** did tell us to pick up our equipment, more than once to more than one person. We record all of our phone calls, so I have asked for the call from *** ***** to be located in which he requested that we pick up our equipment. As for his statement concerning the Attorney General, No lies involved, as the issue was on the amount of his credit. We had issued him a credit based on his last two deliveries and the AG office wanted us to base it on his last delivery only, which we did. As for his statement that we told him that "we don't like veterans", that never happened. I am a veteran as are others who work for CoEnergy. We actually have a truck that has been dedicated to those who served. As soon as I get a copy of that recording, I will let you know.
|7/25/2012||Problems with Product/Service|