BBB Accredited Business since
1 of 1 images | See All Images >>
BBB Business Reviews may not be reproduced for sales or promotional purposes.
Request a Quote
A BBB Accredited Business since
BBB has determined that Delaware Propane 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 Delaware Propane 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
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||2|
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:
Licenses, Division of Revenue
820 N. French Street, Wilmington DE 19801
Phone Number: 302-577-8778
Fax Number: 302-577-8203
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Patrick Davison, Owner Miss Lisa M. Stubbs, Office Manager
Method(s) of PaymentVisa, MasterCard, Discover, American Express
Alternate Business NamesDelaware Propane LLC
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
1 Big Oak Road
Smyrna, DE 19977 (302) 653-2009 Directions
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 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.
Problems with Product/Service
Read Complaint Details
Complaint: On 12/8/14 at 9:05 AM I had Delaware Propane come out to my residence to deliver and set up a propane tank with 100 gallons of propane. The serviceman performed a pressure test and system check to dtermine that the furnace gas valve is leaking through and the furnace was redflagged with the gas supply shut off. The serviceman contacted me to inform of the problem and states that the gas valve needs to be replaced before the system can be turned on at the residence. My brother was at the residence while I was at work while the serviceman performed the delivery and set up of the propane tanks. After the serviceman left my residence he shut off the electric to my residence and left the gas line open near the stove. My pipes could have been frozen due to no electric to my electric space heaters keeping the residence warm and an explosion could have occured by leaving the gas line on at the stove with the stove being currently off. I contacted Horizon Services to schedule an appointment to have the system checked. The evening of 12/8/14 at around 6 PM the system was checked by **** ******* (HVAC Specialist) with Horizon Services. Mr. ******* performed a pressure test and system check which resulted in the no leaks or problems with the gas valve and the system is in good condition for the furnace to being running at this time. The bill for the service call for Horizon Services was $89. Later in the evening on 12/8/14 at around 7:30 PM the system was also checked by the Fire Chief Steve from Hartly Fire Department. Steve completed a system check with a gas detector and states that no leaks are evident in the furnace and the system is in good working conditon at this time. Worker contacted Delaware Propane on 12/9/14 at around 8:30 AM to voice my concerns regarding the problems with the service through their company. I asked to speak to a supervisor and was informed that she was not in the office at this time. I informed the receptionist at Delaware Propane that I will be filing a small claims court case and reporting them to the Delaware Better Business Bureau. The receptionist stated that she would relay the message to the supervisor and the supervisor would get back to me later in the day. I received a call from Delaware Propane at about 12:15 PM stating that they were going to send a new serviceman out to the residence to perform a new pressure check and system check to get the red flag lifted on the furnace. I met the serviceman from Delaware Propane at my residence on 12/9/14 at 1:00 PM. The serviceman inquired why the gas lines were on at the stove and informed him that the previous serviceman from Delaware Propane must have left them on after I requested to have the gas to the stove off due to not using it after the previous serviceman lit the pilot lights. The new serviceman opened the top and bottom doors to the funace to inform me that the system is now not up to code due to not having a setiment trap installed in the unit. I informed the serviceman that the previous serviceman never indicated that their was a problem of this nature and only said there was a leak in the gas valve in the furnace. I informed the serviceman that I wanted to speak to the supervisor, have the tanks removed from the residence, and request a refund.. I also informed the serviceman that I will be filing a small claims court case for the cost of the service performed by Horizon Services and my wasted time dealing with the issues they say are wrong wit hte furnace The serviceman informed me to contact the supervisor at Delaware Propane. On 12/9/14 at around 1:20 PM I spoke with a female supervisor at Delaware Propane. I informed her of my concerns and told her to remove the tanks along with indication that a small claims court case will be filed for the cost of the service call/monetary reward for my time wasted with a complaint to the Delaware Better Business Bureau.The supervisor states that her serviceman are trained in this area and discredited the findings of the HVAC Specialist from Horizon Services along with the Hartly Fire Department Fire Chief. The supervisor informed me to go ahead and file the smal claims court case/complaint to the DE BBB and states that my account was never charged by Delaware Propane as of this date. I checked my account with TD Bank and no charged were made to my account by Delaware Propane. I contacted **** ******* (HVAC Speciallist) with Horizon Services to inform about the new discrepancies by Delaware Propane. Mr. ******* states that the furnace has a sediment trap underneath the unit in the crawl space area underneath the house. Mr. ******* states that the gas detection devices that the fire department have are top of the line equipment and if a leak was there the devices would have picked it up. Mr. ******* again confirmed that the unit is in proper working order in good condition to provide heating services to the residence.
Desired Settlement: The desired outcome that would like is the following: -refund for the service fee that I needed to pay Horizon Services to look at my funace -monetary compensation for about six hours of my time to deal with this issue along with wasted vacation time at work -monetary compensation for emotional distress imposed by Delaware Propane dealing with this issue -written apology fromn the owner of Delaware Propane
Re: Complaint **********
On December 8th, 2014, Delaware Propane delivered, and set a propane tank at the residence of *** *****. The residence had not had gas service for 2 years. As part of our customer service, we conduct a no charge, safety review of the gas system, which includes a 10 minute leak test of the gas system, from the propane tank to the end gas appliance.
The leak test would not hold, and showed a leak at the furnace. Further checking determined that the gas control valve on the furnace was leaking internally. Some people may not consider this a safety issue, because the gas is leaking into the firing chamber, but any gas leak is a potential disaster, waiting to happen, and Delaware Propane will not activate a gas system with a leak. Our fully trained and certified service tech ran this leak test 3 times, with no change in the results. The furnace was Red Flagged, and *** ***** was informed.
We have no explanation, why the representative from Horizon Services would obtain different results, and claim the system has no leaks. We have never seen a gas leak, fix itself, or magically go away. Perhaps our testing equipment, which is dedicated to the gas business, is more sophisticated, but regardless of the reason, the gas safety codes we operate under, do not allow us to put a gas system into service with a leak. The gas detector, or sniffer, used by Fire Companies, would not have detected this type of internal gas leak in the furnace.
We sent another serviceman to *** *****’s residence on December 9th, to do another check on the system. The serviceman happened to notice that there was no sediment trap installed at the gas input line on the furnace. A sediment trap catches particles and dirt in the gas line that can damage a gas valve. When this was mentioned to *** *****, he became very angry, and stated that he wanted Delaware Propane to remove the propane tank, and refund any monies he had paid. Our service tech complied, and removed the tank and related install equipment. His account was never charged for anything.
Although Delaware Propane does not charge to install a propane tank used for heating purposes, we do normally charge if we are involved with any service work, on the customer owned part of a gas system. We made multiple visits to *** *****’s residence, checking his part of the gas system, never charging for time or travel, all in the name of getting his gas system safe. If our strict attention to gas safety codes caused *** ***** any emotional distress, we apologize.
On a separate note, I saw at the beginning of the notice we received, that ****** ***** is the contact. I don’t know how that happened as he used to be a technician with our company and has moved. We kept his email open in case of any straggling emails and we check it periodically, that is the only way we knew about this complaint. Please send any further correspondence to me: **** ****** ** ******************** or at the above address.
**** ** ****** ****** *******
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Delaware Propane only made two visits to my residence: Once to install the tanks on 12/8/14 and then on 12/9/14 when I called up to complain after the HVAC Specialist (**** *******) at Horizon Services and Chief ***** from the ****** **** ********** stated that the system has no leaks and is in proper operating condition. I have documentation from the HVAC Specialist at Horizon Services stating that my system has no leaks and is in proper working condition. Furthermore the HVAC Specialist at Horizon Services states that the sediment trap for my furnace is located underneath the floor board of the unit and the tech at Delaware Propane never performed an adequate check to see if the unit had a sediment trap. All he did was glance at the unit and then inform me about the unit having no sediment trap. My unit has not been used for a year and the HVAC Specialist from Horizon Services and serv ice technician (**** ****) from ***** ****** states that the unit not being used for a year has nothing to do with the furnace not working properly. Delaware Propanes response to my complaint is full of lies and deceptions in an attempt to show that they had no fault in trying to blantantly trying to deceive a customer. Any person who had to indure the missed time off of work (about 10 hours) to get gas services properly installed at his residence and emotional stress that was caused by the deception that Delaware Propane attempted to endure on me would be outraged. They would do the same thing in my position and respond to the business in the same way. On 12/19/14 a service tech from ***** ****** (**** ****) came out to install two 120 gallon propane tanks on my property and to perform a residential gas appliance system check on the furnace. There were no problems with the unit and no gas leaks detected as previously stated by Delaware Propane. System leak test had a start pressure of 8.7" and a end pressure of 8.7" with time held of 10 minutes with the system being rated as ok with no problems. I have paper work from ***** ****** to confirm these results. Since the date of the install from ***** ****** I have not had any problems with the furnace. Unless Delaware Propane does the right thing and refunds me the cost of the service call from the Horizon Services visit I will be filing a small claims court action against Delaware Propane. The small claims court action will consist for the cost of the service call, missed time from work, and compensation for my emotional distress for being without fuel oil for eleven days until ***** ****** was able to properly/professionally assist me with servicing me with Propane to heat my home. I have all of the documentation from Horizon Services and ***** ****** along with a written statement that can be obtained by Chief ***** at ****** **** ********** to back up my claim that Delaware Propane was negligent in this matter. If you think that I am bluffing just try me. I will not stand for being mistreated in any circumstance by a business and my actions will assist others in not having to deal with what I endured from Delaware Propane. I can furnish any and all information to the BBB if requested.
Delaware Propane had nothing but the customers safety in mind, when we recommended the furnace be checked, when the gas system would not hold pressure. There was no financial gain on our part. By not placing the system in service on our 1st visit, meant we had to make another trip back, at no charge to the customer.
Customer Reviews Summary