Business ProfileforStar Lite Propane Gas Corp.

For years I was on automatic delivery with a card on file with Star Lite Propane. As a courtesy to me, I had asked for a call letting me know when delivery would occur to ensure the $ would be available on my debit/credit card. For YEARS I was accommodated and was called to let me know a delivery would be on a certain date. I had been with Star Lite since ****. In 2022 I ran out of gas and had to call for an emergency delivery. Knowing that I was on automatic delivery, I presumed that the company would deliver and maybe charge me a nominal fee for an emergency delivery ($50) due to their their negligence on not delivering gas. When I called for service I was advised that there may be a charge, never imagining that the cost would be $250. that I was charged plus the gas delivery making a total of over $600. I have disputed this with the company and they insist that I was not on automatic delivery and would not, and never have refunded me the $250. As you can see from previous complaints, if they have a credit card on file, you are on automatic delivery. Also as stated in another complaint, they never call a customer prior to delivery, which is absolutely false, I have previous receipts showing my phone number to call. I believe ownership has changed and they are not honoring a previous, loyal, customer's claims and trying to cover up by saying this never happened. Running out of gas, they say, is my fault. I have since changed companies and now I'm being charged by Star Lite for the tank that had to be removed, meanwhile I never was reimbursed for the charge of the emergency delivery. Even with the charge for the tank removal, I would still qualify for a refund. Very disappointed with a company that does not honor their customers and basically called me a Liar!

Starlite Propane Gas will always honor our long time customers, we do have auto customers when a credit card is left on file; however; if a customers credit card declines and payment is not received the account will go on a will call COD status; on 08/21/21 we made a delivery to this customer, when the ticket came back into the office we enter into our system the gallons and charge the card, on 08/25/2021 this customer credit card declined, an invoice was mailed out and payment was made the following month. We operate during business hours, any out of gas calls after hours or on weekends is an emergency delivery along with a fee. This call came in on a Sunday to the emergency call center. On this customers account they have a 420# tank which also has a gauge, our policy is for the homeowner to call in when they are at 30% to insure we can make a delivery in a timely manner so the customer will not run out. Each customers usage is different. We did credit the fees and credit the remaining gas that was left in the tank when we picked up our equipment. We can waive the finance charges but there is a balance of $100.28 which is for propane not for any pick up fee. This was explained to the homeower.