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BBB Accredited Business since
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This company offers distribution of retail propane and sales & service of gas fireplaces, log sets & space heaters.
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A BBB Accredited Business since
BBB has determined that Rutland Bottle Gas, Inc. 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 16 factors. Get the details about the factors considered.
Factors that raised the rating for Rutland Bottle Gas, Inc. include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||0|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. David Grate, Owner Mr. William Coy, General Manager Mr. Anthony D. Grate, VP
Gas - Propane Gas - Propane - Equipment & Supplies Fireplace Equipment - Retail
Hours of Operation
|M||:||8:00 AM - 5:00 PM|
|T||:||8:00 AM - 5:00 PM|
|W||:||8:00 AM - 5:00 PM|
|Th||:||8:00 AM - 5:00 PM|
|F||:||8:00 AM - 5:00 PM|
|Saturday & Sunday emergency deliveries only.|
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BBB Complaint Process
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Additional Phone Numbers
- (800) 837-8217(Phone)
Additional Email Addresses
Complaint Trends - Last 3 Years
Customer Review Trends
Read Complaint Details
Complaint: On October 28th I called the Rutland Bottle Gas office in Rutland, Ohio and ordered 200 gallons of propane. We just moved into this house so it was our first time purchasing propane. I had called in August to advise them we would be taking over the account as renters at this residence. At first I was told 200 gallons would be $574.89. Then the woman I placed the intial order with said there was a note on my account that when I called to purchase, I was to be given the price of $501.52 for 200 gallons. After tax it was to be $510.99 and I was to leave a check under the lid. By November 8th the propane had still not arrived. I called the Rutland office to inquire and they advised me the order had been sent to the office in The Plains, Ohio. I spoke with ***** at the office in The Plains and she advised the order "wasn't there" there and placed another order for me. I told her I was given a price of $510.99 for 200 gallons and the check was under the lid. On November 10 the tank was filled, however, we only receieved 176 gallons. When I called the office in The Plains, I again spoke with ***** who advised me that the price I was given was wrong and I got the propane I paid for. I was told the wrong rate. After discussing this back and forth, she hung up on me. I then called the main office in Rutland and spoke with *** who apologized and offered to have the driver come out and deliver the other 24 gallons I had ordered but that I would have to pay for it. She again advised that I'd been quoted the wrong price. I asked that they honor they price they quoted me 2 weeks ago and they will not do so.
Desired Settlement: I would like the 24 gallons of propane my order was shorted at the price I was quoted and have already paid for.
Business Response: Contact Name and Title: ***** (Plant supervisor) Contact Phone: 740-742-2511 Contact Email: ************************ First of all I would like to apologize for the misunderstanding. I would like to offer to re-bill @ the quoted price. That would leave a credit on the account for the next delivery.
Consumer Response: We rent this home and the land it is on is for sale. I don't know that we will be in the house long enough to fill again. I would prefer that the additional 24 gallons be delivered or the difference be refunded instead of credited.
Business Response: 11/17/2011 I have spoken to our Athens office and they can deliver the 24 gallons N/C to cover the misunderstood price.
BBB's Final Determination: Consumer accepted resolution offered by the business.