If yes, click here to login.
BBB Accredited Business sinceAdditional Locations
BBB Business Reviews may not be reproduced for sales or promotional purposes.
This company offers distribution of retail propane and sales & service of gas fireplaces, log sets & space heaters.
Request a Quote
View Business Review Inquiries
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 13 factors. Get the details about the factors considered.
Industry Ratings Comparison
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Type of Entity
Business ManagementMr. David Grate, Owner Mr. Butch Carper, Plant Manager Mr. William "Bill" 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.|
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Additional Phone Numbers
- (800) 382-5657(Phone)
- (800) 837-8217(Phone)
- (740) 797-4675(Phone)
- (740) 797-3233 (Fax)
Additional Email Addresses
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|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Read Complaint Details
Complaint: On Feb. 20, 2014 I had 297.9 gallons of propane put into the 500 gal. tank at a cost of $3,7990. Then the next fall I switched to another propane company and asked on Nov. 24, 204 to have Rutland tank removed. Finally April 6, 2015 two men came and removed tank, told me probably contained 18%, they would measure when they drained. April 7, 2015 I was told it had held 18% April 24, 2015 check for $196.57 which equals to 18% of 500 = 90 gallons 90 x 3,7990 = 342.00. I was told they charge 30 cents per gallon to haul and drain = $27. They wanted to charge me $120 for two gauges and six cement pads in question (I don't know the taxes). So they so much as admit they owed me over $.340. Butch C***** on Oct. 19, 2015 said when he picked up two gauges and six cement pads that "they had really dropped the ball with" me and I should "get a full refund", but now he says NOT 18%. But he kept telling me that the company men "oh they may lie" and that is what is he doing.
Desired Settlement: Although I had considered charging rent for Nov. 24, 2014 until April 16, 2015 for the tank sitting in my yard AND charging for the grass seed, dirt and hard labor to repair my yard EVERY TIME their trucks came onto my property, I would be satisfied with being paid what they owe me $105.
Business Response: We apologize for the misunderstands. We sent a check for 196.57 as *** had stated. She sent it back. The tank did have 18%. We then sent another check on 10/16/15 for the full amount owed to her. It was cashed and signed by *** on 11/2/16. With that I thought it was settled.
I am writing in response to your letter of January 13th and
January 20th pertaining to complaint ID ******** against Rutland
Bottle Gas . Mr ****** now says when they removed their tank from
I do not know why they did not pump out the entire 90 gallons
As my letter of January 15, 2016 states PLEASE add the
I don't know how Mr. ****** or the general manager, Mr.
Business Response: To whom it may concern,
***'s tank was on 18%. However gauges are not 100% accurate. Our meters on our trucks our 100% accurate. When we pump out a tank, we pump out the exact amount that was left in the tank. If you look at the gauge on the tank it will have in writing " do not use for filling". I hope this clears things up.
I apologize again for the misunderstanding!
Rutland Bottle Gas
Problems with Product/Service
Read Complaint Details
Complaint: On Wednesday February 11th I placed an order to have propane deliver because my tank was at 18%! Come Tuesday February 17th my tank was at 7% and I called rutland and the lady I talked to said she would let the driver know! Come wednesday February 18th around 3:30 pm I called rutland and the same woman said she would try to get ahold of the delivery driver. She put me on hold, then got back on the line and said she left him a message. Wednesday night around 8pm I still had no propane delivery and my tank was now at around 3%. So I called the emergency phone number! The guy who answered told me to eaither move, make other arrangements or go and get kerosene heaters! He was very rude and unprofessional! Come Thursday February 19th around 7:40am I called rutland and talked to a guy who said my propane would be delivered today! Around 1pm the same guy called me back and said he can not get ahold of the delivery driver! Then around 2:30 pm my wife called rutland and talked to a woman who said he was just leaving Logan ohio ... We have a 5month old baby, 2 cats, and a dog! Every single person I have talked to from rutland has no idea what is going on or when propane will be delived! This has been the coldest week of the year! This has also been the worst experience with any business that I have ever had!
Desired Settlement: I want my propane that I ordered and I would like a letter of apology from the company and a phone call from the ceo or manager!
To Whom it may concern,
I should have received a phone call on the first attempt to deliver the gas! When I ordered, your company had 3 sunny clear days with no snow on the ground! The driver told me he didn't get my order until a week later! I'm thankful that ****** the driver was nice and delivered it! However, I ordered 200 gallons of propane and 400 gallons was delivered! I ordered 200 gallons because that's all I can afford! When I explained this to saundra on the phone she exclaimed that it must be paid for! Rutland Bottle Gas customer service is horrible! What about the emergency call I made to them and the person on the line told me to make other arrangements, told me to move, or to stay somewhere else! Not a good business! !
To whom it may concern,
I have reviewed the response made by the business in reference to complaint ID********, and find that this resolution is satisfactory to me.
Problems with Product/Service
Read Complaint Details
Complaint: Rutland Gas Service has very poor service, and the owner refuses to take care of customers.We were renting two tanks from Rutland with propane. There is a regulator between the tanks to let you know when tanks run low to order more propane. The regulator didn't work. we watched the regulator for days, looking to see it change color to indicate tank getting low. it never changed.In December 2014, one week before Christmas, the tanks ran out...no propane, and the regulator still showed tanks had propane. We called Rutland and let them know we needed propane because the tanks were empty, and the regulator showed incorrect. We heat and cook by propane, and needed propane.After speaking with a female employee on the phone, (I believe her name was *****), who wouldn't remedy the problem, we than spoke to the owner. he said we had to wait a week until the his truck made our route, and refused to help us .... this is December...it's cold, and we need heat, as well as need to cook. He ask me if I had propane tanks of my own to fill. I told him that if I had my own tanks, I wouldn't need him and told him to just come and take his tanks back. I got my own tanks and have them filled elsewhere. I no longer need Rutland if they cannot be depended on.The problem now is, after calling them and telling them , fore or five times to pick up their tanks, and refund us my deposit, they refuse to get them, and we've gotten no refund. There is a charge if you have their tanks and don't have them filled... so what they are doing is refusing to pick up their tanks, so they can charge us for not having them filled, therefore keeping our deposit. we want them to simply get their tanks and give us our refund
Desired Settlement: We want Rutland gas service to come and remove their tanks from out property, and refund us our deposit money...approx. $150.00
Business Response: BBB called business to follow up on this complaint and spoke to **** ***, GM, who said they have personnel going into the Logan area today, and they will pick up the tanks at that time.
Customer Reviews Summary