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Delaware Serving New Castle, Kent and Sussex Counties

BBB Accredited Business since

Service Energy, LLC.

Additional Locations

Phone: (302) 734-7433 Fax: (302) 734-7439 View Additional Phone Numbers 3799 N. DuPont Highway, Dover, DE 19901 http://www.serviceenergy.com

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Service Energy, 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 16 factors. Get the details about the factors considered.

Factors that raised the rating for Service Energy, LLC. 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.


Customer Complaints Summary Read complaint details

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Service Energy, LLC.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

top
BBB file opened: March 13, 2001 Business started: 01/01/1958
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
http://www.state.de.us/revenue
Phone Number: 302-577-8778
Fax Number: 302-577-8203

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Michael Steiner, Owner Mr. Don Steiner, Vice President Mr. Ed Steiner, President
Contact Information
Principal: Mr. Michael Steiner, Owner
Related Businesses
Service Energy, LLC. Poore's Propane Inc.
Business Category

OILS-FUEL PLUMBING CONTRACTORS SEPTIC TANKS & SYSTEMS CONTRACTORS & DEALERS HEATING & AIR CONDITIONING GAS-PROPANE GAS-PROPANE-EQUIPMENT & SUPPLIES

Alternate Business Names
Service Oil
Industry Tips
Heating & Cooling Your Home

Additional Locations

  • 33852 Clay Road

    Lewes, DE 19958 (302) 734-7433

  • 3799 N. DuPont Highway

    Dover, DE 19901 (302) 734-7433

  • P.O. Box 1000

    Cheswold, DE 19936

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Professional AffiliationsX
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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
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (302) 422-0486(Phone)
  • (302) 422-4251(Phone)
  • (302) 645-9050(Phone)
  • (302) 734-4098(Phone)
  • (800) 505-4281(Phone)
  • (302) 422-6655 (Fax)
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Complaint Detail(s)

10/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I HAD SERVICE WITH ****** ******* OVER 20 YRS. THIS WAS BEFORE SERVICE ENERGY PURCHASED IT. I HAD BEEN VERY SATISFIED WITH ******. MANY THINGS BEGAN TO CHANGE WITH SERVICE ENERGY. CUSTOMER SERVICE REPRESENTIVES MANY WERE RUDE. IF YOU HAD TO CALL ON AN ISSUE ,MORE THAN ONCE,CONFLICTING STATEMENTS OR,YOU WOULDN'T GET 2 ANSWERS BEING THE SAME. I COMPLETELY PAID MY ACCOUNT OFF JULY 16,2014. I WAS REALLY DISSATISFIED WITH THEM .DURING OUR PREVIOUS WINTER OF 2013-2014. I HAD REMANING $337.69 OF PROPANE LEFT IN TANK,WHEN I REQUESTED I WANTED TO END MY SERVICE WITH THEM,THIS WAS PAID FOR IN FULL IN JULY, THEY HAD CHARGED ME WITH 2 PICKUP TANK FEES,ONE IN AMOUNT OF $125.00, AND ANOTHER OF $99.00. I WAS GRANDFATHERED IN UNDER ****** BEFORE SERVICE ENERGY TOOK OVER, AFTER MUCH COMPLAINING, THEY SENT ME A REFUND CHECK FOR $238.69 KEEPING $99.00 AS TANK PICKUP FEE. I HAVE NEVER SIGNED OR AGREED TO THESE FEES OR WAS NEVER TOLD OF THIS, DURING MY SERVICE TIME WITH THEM.

Desired Settlement: I WANT THE TOTAL AMOUNT OF $99.00 WHICH WAS KEPT THAT WAS APART OF MY REFUND, THEY KEPT, AND WE HAD NO ORAL, OR WRITTEN AGREEMENT THAT CHARGE WOULD BE LEVIED TO ACCOUNT, ALSO THEY RETURN PROPANE TO THEIR TANKS AND RESELL TO OTHER CUSTOMERS. ****** HAVE NEVER DONE ANY ROUTINE MAINTEANCE ON MY TANKS,NO CLEANING OF TANKS ,OR COMING OUT AFTER WINTER SEASON TO CHECK FOR LEAKS OR OTHER DAMAGE TO TANKS OR PROPANE LINES AFTER PREVIOUS WINTER SEASONS.

Business Response:

On an annual basis we send out the companies’ terms and conditions as well as safety information.  In addition our terms and conditions are available on our web site.  There is also a section that describes the fees and charges by the company.  Both discuss the process of getting credit back for propane left in the tanks and the charges associated with the process.  Section 11 of our terms and conditions is where you find our process.   A couple of points; first of all the company policy is to refund the customers the lower of the price the customer paid or the wholesale price.   Because *** ******** was a long term customer; we refunded her the price she paid for the propane not the current wholesale price which is substantially lower.  We did this as a courtesy to her.   The tank at her house was full as such it weights over 200 extra pounds each.  The company not only has to pick the tank up but also as our web site explains we need to go through the process of draining the tank before we are allowed to put it back in service.    Because we gave *** ******** full price for the propane; she got a significant refund. The company also reversed the drain charge which would have been $125.  In the end the only charge that was made was a $99 tank pick up charge.  She still received a refund of $239.   The company already reversed two policies for *** ********.   Nothing prevented *** ******** from using the propane in her tanks before she had them picked up.

 

           As a company I do not know how we can do more to disclose our policies.  The customers are notified when they become a customer; they receive annual reminders with any updates, and all the information is always available on line with additional section explaining charges and fees that could be confusing.   It this case we gave **** ******** more credit then was required.   I am sorry she is unhappy about the situation; but do not know how we can operate in a more open and transparent fashion.

We have compromised all ready.  The only thing that will make *** ******** happy is if she gets everything she wants even if she is not entitled to up which is not reasonable