ComplaintsforWO Stinson & Son Ltd

• Initial Complaint

  23/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought this house last year July5/2023 and decided to switch to natural gas instead of propane for the simple reason it's much cheaper. I informed Stinson and Son to pick up the rental propane hot water tank and the two propane tanks. The two tanks had a total of 190 litre of propane at the time of the pick up, couple of days later received an invoice from Stinson with the amount to be submitted, 190 litre of propane at 0.20c, $87.60 for the two patio stones, $200.00 for pick up. I called Stinson and asked why I m getting only 0.20c/litre instead of the price I pay for it, their answer was because I canceled my account, this sounded like I'm getting some kind of punishment . I also told them that when I took possession of the property the two patio stones were missing, not under the tanks therefore I should not get charged for them($87.60). Was no positive outcome regarding these matters at the end of the conversation. I'm a single pensioner with a very tight budget, I simply can't afford to give out any amount of money for unreasonable business practices.

  

  Business response

  26/02/2024

  Hello,

  We have contacted the customer and have resolved the issue.

  Thank you for your assistance in this matter.
  

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  [A full letter is attached.] On Mar 9, I received an invoice from Stinson dated Mar 7 for $390.81. I called Stinson and was told that it was for a delivery from Jan 24. The first issue at stake is that I didn't make a request for furnace oil in January. My last request for oil delivery from Stinson was in March 2021, for a full fill up, which I paid in full. The second and perhaps more contentious issue here is that, according to my own records, no oil was delivered to me that day. Here’s some clarification: 1) I got a new oil tank Dec 2, 2022. That day, the gauge level of the new tank was above 7/8 because it's smaller (600L capacity) than my previous one (800L). This indicates that from Mar 2021 to Dec 2022, I used about 250-300L of oil. 2) Stinson’s claim implies that from Dec 2 to Jan 24, I used approximately 100L of oil (from above 7/8 to 3/4), so that it would be possible for them to deliver 162L of oil, and that between Jan 24 and Mar 9, I must have used another 150L because my gauge read 3/4 that day when I checked. That’s more than 250L from Dec 2 to Mar 9. This amount compared to 250-300L over 20 months does not add up. 3) According to Stinson, the driver indicated multiple times that he filled my tank, but this wasn't confirmed until after I got the invoice. I coincidentally met the driver yesterday, and he told me that any oil allegedly delivered on Jan 24 was actually intended for Apt 4 (not me, Apt 2). On the one hand, we have my claim: I have used 400-450L of oil over the course of 2 years. This seems to match the amount I used last winter and account for the fact that this current winter (22-23) was much more mild than the last one (21-22). On the other hand, we have Stinson claiming that I used at least 250L of oil over a period of 3 months (150L of which in just 6 weeks, including 1.5 weeks when my heating was at its lowest as I was actually away and set my thermostat to 16C).

  

  Business response

  17/04/2023

  Good afternoon,

  W.O. Stinson is removing this invoice from Mr. ********'s account. There are several apartments at this address and this delivery was billed to Mr. ********, (apt 2) in error. I have left a message with Mr. ******** as well.

• Initial Complaint

  17/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a home in December 2019 that uses propane to heat. We connected with the company, W.O. Stinson & Sons, the previous owner's provider, after we purchased and determined that we could do an "on call" service when needed where we would call, they would fill our tanks when needed at the daily rate. Fast forward to spring 2022, I called to see what the "fixed" rate would be and was told that they already locked me in, without any prior discussion, at a rate of $0.939 per litre. We spoke with WO Stinsons a few times, and were told that was the going rate. We did some research and found another company that was offering a rate that would save us $0.20 per liter, so on Dec 30, 2022, they came and replaced our tanks with 3 nice new ones and left Stinsons out for easy pick up. I called Stinsons and scheduled them to come pick up their tanks and they advised they would be there Jan 4/23. I followed up on Jan 4 as they did not come, and they advised it was rescheduled to Jan 9/23. We have now received an invoice where they want to charge us $200 for return of their tanks and only want to provide us with $0.20 per litre for the returned propane vs the $0.939 that we paid a few weeks prior ($60 vs $281.70). They have provided no contracts, agreements, etc with our signature stating that we agreed to the $200 charge or the reduced propane return costs. They sent us a copy of an agreement from the previous owners, unsigned, and have no further documentation, just simply stating that we assumed their contract. That contract does not set out any fees either. Our account is up to date. We have always paid on time. This feels like a company arbitrarily trying to scam customers. They have likely made lots off of other customers who did not stand up for their rights. They have advised verbally that they will take us to Small Claims Court. Company has been very rude throughout our contact.

  

  Business response

  17/01/2023

  We have contacted the customer and have come to a resolution.

• Initial Complaint

  01/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Since I bought house 10 years ago I’ve paid $27 month for rental hot water tank . Came with piece of mind if anything went wrong it’s fully covered 24/7 . Hot water tank was pouring water from valve I called Stinson emergency line twice now over 8 hours . No call back no tech showing no help

  

  Business response

  05/01/2023

  We have contacted the customer and resolved the issue.

  Customer response

  05/01/2023

   
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 18669373, and find that this resolution is satisfactory to me.
  
  Sincerely,
  **** *********
  

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved into this property and have decided to change propane companies. Although we took on the old owners propane tanks we never signed a updated agreement nor were we shown that a 200 tank pick up fee would be charged if we change tanks. All the other companies do not charge this why is stinsons trying to make this extra money on rented tanks. We have more than paid for these tanks in rental fees. I would like to be shown a signed contract that has the removal fee stated. All propane companies charge a dealer very fee not a pick up fee. This is a money grab scam we don’t have paper work yet as the tanks are not picked up yet but this is what they are telling us I will send the bill when I receive it

  

  Business response

  14/12/2022

  Hello, we have left two phone messages for the customer to contact us and are waiting for him to call us back. Thank you.

• Initial Complaint

  06/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I’ve been a Stinson customer over the last 4-5 years. This year the house furnace was switched and am now dealing with a new company. The Stinson propane tank needed to be returned; it is a large (420lb tank I believe) which is essentially full. The cost to put propane in it has been approx $1/ litre. They are now only willing to refund it at 20cents/litre which is where my issue lies with them. I have contacted multiple people at Stinson with each one referring me to another person who is unable to help.

  

  Business response

  13/12/2022

  Hello,

  We have contacted our customer and have come to a resolution. If any further information is required, please let me know. Thank you.

  Customer response

  23/12/2022

   
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 18526754, and find that this resolution is satisfactory to me.
  
  Sincerely,
  **** **********
  

• Initial Complaint

  11/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After being with W.O. Stinson for nine years they are charging me a $200.00 tank removal fee and only offering me $.20 litre for the remaining 20% in each of my two tanks. They charged me $1.1190 for the same propane. I paid them a rental fee for these two tanks for nine years. Only after I canceled doing business with them they decided on this removal fee. I feel that it is an insult for what they are offering me for the remaining propane and the removal fee is unjustified.

  

  Business response

  15/08/2022

  We have been in contact with customer and resolved complaint.

  ***** 

  Customer response

  15/08/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  ******* ********
  

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am currently (for now) a WO Stinson customer. I sold a home a year ago and called Stinson to settle any outstanding charges and have the account cancelled. At that time they asked me if I wanted the tank "topped up". That was the extent of the conversation. There was no mention of a tank removal fee. There was no service contract (signed or otherwise) and we have a perfect credit history with Stinson. A year ago the new owners changed propane suppliers, removed the tanks and set the Stinson tanks aside. Three weeks ago Stinson picked up their tanks. Three days ago, ONE year after closing my account and having had no contact with Stinson regarding my old address, Accounts Receivable called me out of the blue and inform me that I owe Stinson $889.00 for removal of the tanks from my old residence. Seriously!? What I have found out since that call 3 days ago is that last year the new owners had new tanks installed by another provider. Apparently the new owners either used the Stinson equipment or removed it and I am being billed for regulators, copper tubing, cement pads etc. along with the tank removal cost. I have no invoice for these charges. I can provide the address of the previous property if required.

  

  Business response

  11/08/2022

  Customer has been contacted and issue has been resolved.

  Customer response

  11/08/2022

   
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  *** ******
  

• Initial Complaint

  04/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a customer of Stinson Propane for 10 years, have never missed paying my account. I no longer require their service. I placed my two 420L tanks, regulator and concrete pads at a location for easy pickup. My tanks had 18% propane available. I was unknowingly billed 171.60 service to place two tanks on a truck. I was not even offered a refund from the propane left in the tanks. I believe 18% of 420L x 2 is approximately 150L of fuel. I don't believe i should have to pay this invoice.

  

  Business response

  04/08/2022

  We have contacted our customer and have resolved the issue.

• Initial Complaint

  03/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was with W.O. stinson for almost 5 years. I signed no contract with them, and always paid my bill on time. Up to this point I have not had a problem with them. Recently my wife was hired by one of stinson's competitors and we had no choice but to switch companies. I called stinson to cancel and they came and picked up 3 tanks with 15% left in each one. I then received a bill in the mail for pick up of their property(3 tanks). Again I have never had a contract with them and never agreed to these terms or conditions. It is also my belief that this company owes me money for the remainder of the propane left in the tanks they picked up. I have made several complaints to their service department by phone and email and to the sales man and have yet to come out with a resolution. Recent I've received another bill and they are now charging me interest on a charge I should not be responsible for.

  

  Business response

  03/03/2022

  Hello,

  We have contacted the customer and come to a resolution.

   

  Thank you.

  Customer response

  03/03/2022

  
  ****** ******** ******:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩