ComplaintsforSuperior Propane

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This problem has started since Superior Propane took over ******** propane and they installed a satellite On to our tanks. We have since run out of propane three times since Superior has taken over. We have experienced a strong smell of propane in the home to the point where I woke up very dizzy. I called Superior the first time this happened and the satellite was reading the tanks inaccurately it was more than 48 hours before we received propane and had no heat in the house. After we were filled with propane I called back Superior Propane asking maybe the satellite should be checked they advised me that they would and low and behold a few months later we ran out of propane again with the same outcome smell of propane dizziness and another 48 hours without heated in our home which this is our soul Heating. Today is December 26th 2023 same issue called Superior Propane said that my tanks were at 95% which in fact walking out the one tank was completely empty the other tank is just below 20% they cannot fill me up until January 3rd we will not have enough propane until then to heat our home I again asked maybe the satellite should be checked and said someone will get back to me. So this will be now 6 days without heat I will be contacting our local news station chex television letting them know how Superior Propane is lacking and leaving a family without heat after doing my due diligence to correct the issue in regards to the satellite to be repaired so I can get properly scheduled propane fill ups as everyone else.

  Business response

  03/01/2024

  The complaint is being investigated, and will be reaching out to our customer directly 

  Customer response

  03/01/2024

  
  Complaint: ********
  
  I am rejecting this response as I have not heard from them and they have not rectified the issue with their monitoring system when they delivered the propane
  
  Sincerely,
  
  **** ********

  Business response

  17/01/2024

  We have left voicemail messages Jan 4th, and Jan 8th but have not heard back 

• Initial Complaint

  21/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company owes me over $2000 because I was on equal billing and I decided I no longer want their services. I have called to ask when I will be refunded many times. They keep telling me they don't know. They are busy. ******* **** ***** ******* ** ***** **** **** ******* **** *** **** ** **** **** ***** ***** **** *****  I don't want to wait a year for this money or even months. It's been well over a month since they've collected thier tanks from me which also had 30% of propane left in them . So money owing is even more than the $2065.

  Business response

  24/03/2023

  We are currently reviewing the complaint, and will be reaching out to ****** directly in an effort to resolve 

  Customer response

  24/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I have called numerous times and this is your response every time. I'd like the matter resolved promptly.  There has been enough time that has gone by without so much as an invoice or notice of when I will be paid back money owing. **** ************* you want customers to pay their invoice right away without incurring penalties.  I want to be paid promptly as well. 
  
  Sincerely,
  
  ****** ****

  Business response

  31/03/2023

  We have spoken with our customers, and  feel we have taken all necessary steps  to expedite this request. 

• Initial Complaint

  30/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To superior propane This company has advertised that they refill tanks automatically, I’ve been enrolled in their program for a few years. Every year they fail to follow their promises and leave me in the dead of winter with no propane. 3 years in a row!!!!! Every year they apologize and say how sorry they are. *** * **** **** ***** **** ***** **** * ***** **** *** ** ****** **** *** **** ***** ** **** ****** **** ******* It costs me a lot of money to get a hotel, and hopes that a space heater can keep my pipes from freezing. I want action to be taken *** ** **** *** ***** ************ ** *** **** ** ******** ** *** **** ***** ****** ******** ** ** ***** **** * *** * ***** ** **** ***** *** ***** **** **** ** * *** ** **** *** *** ******** I want full coverage of cost For the hotel rooms and the days I had to take off work to manage this unnecessary situation.

  Business response

  07/02/2023

  We are reviewing the complaint, and will be reaching out to our customer directly. 

• Initial Complaint

  30/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have been in contact with Superior Propane about our refund because we have disconnected our service with them on our billing. It shows they Owe us228.39 and they keep on saying that they owe us a refund for the track tank as well rental and just delaying Every time we phone they keep on saying oh somebody didn't do that somebody didn't do that we'll try to get it done *** **** *** **** * ***** ** **** *** ******

  Business response

  03/02/2023

  We are reviewing the complaint, and will be following up with the customer directly 

• Initial Complaint

  04/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I cancelled my account with Superior Propane back in September 2022,I get a notice in November there is a credit on my account for $836.01.Mid November I call them up and ask where the money is and was informed I have to call them to receive a refund and then I remind them I also have two tank rentals for 10 months they owe me for,I was told they will only credit me for 6 months also informing the city on there invoice is incorrect.The lady at there office informed she corrected the address and a cheque will be in the mail at my home with in 4-6 weeks. I called Superior Propane today January 3,2023 and talked to a guy there informing no cheque has been issued and my address still had not been corrected,at that time I requested to speak to a supervisor or manager was put on hold for 5 minutes when he came back on informing me he couldn't find one but one would call back shortly,as the business day closed I have had it with waiting for them and feel I need some assistance ** * ** ******* *** ****** ** * **** ***** ****** ***** **** *** ***** ****** ***** *****

  Business response

  09/01/2023

  Our client has been in communication with us today in respect to the refund, and the refund is currently in progress 

  Customer response

  10/01/2023

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

• Initial Complaint

  30/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a signed contract with Superior Propane dated October 3 2022. They agreement was to come to my property take my ****** ********* tank away and provide their tank and fill it. A site visit was scheduled and they didnt show up after I took the day off to be there at their request. I made calls and they hadnt even scheduled the visit. Another day was set and again they didnt show up. They came the next day when I was at work. My tank was getting low so I called again to schedule the fill. They came and told me they needed a boom truck and would again have to reschedule. I called yesterday to ensure they were coming and was told i would get a call back to confirm. They didnt call back. So i waited today. Got a call at 1 pm to tell me they wouldnt be able to provide service. I am almost out of propane and panicking. I have a contract and this has taken more than a month for them to tell me they are not coming. I have no back up heat. * **** ** **** **** ** ** **** ** ***** *** **** *******

  Business response

  09/12/2022

  We determined that there are safety concerns with this customer’s location which prevent us from having the ability to install a tank or reliably and safely deliver propane during the winter season.  We have discussed these concerns with the customer.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Company misses delivery dates, now refuses to give a new delivery date and tank is not likely to last past long weekend. Company will not allow cancellation of contract until a specific amount of propane is purchased but they refuse to deliver propane so there is no way to meet the required amount. Only option is to let their tank run out without delivery* **** **** **** ** ** ****** ** ***** *** ********* On hold for hours at a time. Won’t return customer service emails or “scheduled” calls.

  Business response

  14/11/2022

  The desired outcome has been met, and the propane has been delivered 

• Initial Complaint

  30/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I terminated and cancelled with Superior Propane just a few days prior to when the automatic renewal would take place. When I contacted them to inform them that they could come and retrieve their tank which was rented from them, they advised me that they would charge me $250 to do so. I told them * **** **** **** *** ****** ** I had cancelled at the appropriate time and this is the charge associated with early termination which was not the case. Instead they just rephrased it as the tank removal charge. I asked for escalation *** *** **** ***** they came back with was to still charge me $125.00. * ** *** *** *** I ****** have to pay for them to come and retrieve their own equipment for which I paid ******* to rent from them. Come collect the tank their expense; cancel the $125.00 charge to me. **** **** ******* ************ ** ** * ****** ****** ** *** ** **** * ******* ** ******* ** ***** ****** ******* **** ** *** **** ** ********** ** ** * *******

  Business response

  12/10/2022

  We have reviewed this situation and are working with this customer to address their concerns.  The charge in this case was not for early cancelation, and we regret that this was the information the customer received.  

  Customer response

  12/10/2022

   
  Complaint: ********
  
  I am rejecting this response because: I have heard nothing from Superior Propane. They cannot claim they are working with me (the former client) when they have not taken any steps, to my knowledge, to reach out to discuss further. I remain firm that no further charges be levied towards me and since the tank has now been removed from my property, this should bring this matter to a conclusion.
  
  Sincerely,
  ***** ****

  Business response

  21/10/2022

  I have reached out to Susan today to discuss per complaint as an effort to resolve. 

• Initial Complaint

  16/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We owned a property in West Kelowna and used Superior Propane for tank rental and propane delivery. We sold that property in May of last year and closed our account with Superior Propane effective June 5th (the closing date). Subsequently Superior Propane made an unauthorized propane delivery after that date and keep sending us invoices and statements. While the company has sent email confirmation that this was their error and that the charge would be taken up with the new owners, we are still receiving statements requesting payment, the newest dated 02/17/2022. Eight months after we closed our account with Superior Propane ***********************************. I have emailed customer service on several occasions about this issue and nothing has been resolved. I expect this ********* charge to be removed from my credit report. I expect my account with Superior Propane to be closed properly and a "zero" statement and confirmation of account closure to be sent to me. I finally expect an apology from Superior Propane***************************************.

  Business response

  26/04/2022

  Business Response /* (1000, 5, 2022/03/23) */ The account has been submitted for closure, and have sent them confirmation via email Consumer Response /* (2000, 7, 2022/04/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Superior Propane has finally fixed the accounting error and closed our account. This is satisfactorily resolved.

• Initial Complaint

  10/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have agreed to a fixed price contract with Superior Propane that involved "automatic propane delivery". This fixed price contract also involves a $250 fee if we want to get out of the contract before the renewal date (Sept of every year). Automatic delivery has never happened, even when our tank got below the specified percentage of 20%. In addition, Superior Propane stated that they would install a smart sensor on our tank when we started working with them in 2019, and this never occurred. This is all back story; I called requesting a delivery when the tank gauge stated 19% on Dec 29, 2021; at this time the temperatures were hovering around -30 celsius. A delivery was "scheduled" for "on or before Jan 6", despite me questioning how long the propane would last at those temperatures. On the morning of Jan 6, we woke up to 0% propane in our tank and a very cold house with the outside temperature of -40 celsius. I was told by a supervisor at Superior that we would receive our delivery "as scheduled, before the end of the day" and that they were "doing everything they could". This supervisor I spoke with (********) indicated that she thought that this was appropriate, that the fact the tank got to 0% and our house was cold was my fault because she stated I should have been continuously checking the tank gauge and reporting back to them even after requesting delivery, and that they were holding up their end of the contract. This is incorrect - automatic delivery was never initiated. In addition, it is terrible to consider that a heating company thinks it is appropriate to allow their customers to be without heat in -40 celsius. We intend to switch propane providers due to this terrible customer service, but consider the "Fixed Price Contract" null and void due to Superior Propane's inability to provide automatic delivery as per the contract, so would like to have the $250 fee waived when we switch companies.

  Business response

  13/01/2022

  Business Response /* (1000, 5, 2022/01/12) */ I spoke with ****** today, and believe a resolution has been reached. Consumer Response /* (2000, 7, 2022/01/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Superior Propane offered a sincere apology and an agreeable resolution regardless of if we stayed with the company or not.

*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. ↩