ComplaintsforParaco Gas

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  From November 2022 to current, Paraco has been charging me significantly higher prices than the average propane prices in the area. I contacted Paraco on 2/17/2024 with my concern and received the reply email "I have reviewed your account and based on your current usage you are in the right price bracket. Currently your pricing is below the bracket that you are supposed to be in. The pricing that is advertised online is based on users who consume approximately 2500-3000 gallons a year. " I replied and provided pricing data from *************** I then received three phone messages from their retention department. I called back on March 2, 2024 and the representative said that $3.99/gal is the best price they can offer. I told her that another supplier quoted me $2.75/gal and she replied that this is an introductory price to get my business. She explained that this is what Paraco did to me as a new customer, and that the price does go up afterward. She added that all companies do this.Based on ************** data, Paraco has overcharged me $514.96. I hereby request restitution for the overcharges. Thank you.

  Business response

  03/15/2024

  Paraco is committed to offering fair and competitive prices to all our customers. Our pricing structure takes into account various factors such as market conditions and individual customer usage

  It is important to note that the energy sector is inherently volatile, influenced by factors including political unrest and fluctuations in supply and demand. As a result, pricing can vary significantly over time. While government websites may provide average pricing data, these figures often do not reflect the specific circumstances of individual customers.
  Introductory rates are a common practice across many industries,including the energy sector. These rates typically serve as an incentive for new customers to engage with a company's products or services.
  In our interactions with **************, we have diligently tried to work to find a solution that meets her needs while ensuring fairness to all our customers. Unfortunately, we cannot extend ************** the courtesy credit of $514.96 that she is requesting. Our prices are fair and competitive. It is important to note that pricing can indeed vary among providers, especially when considering promotional offers and the range of services each company provides.
   We remain dedicated to collaborating with our customers to explore pricing options and promotions that suit their usage requirements and financial constraints while upholding our commitment to fair pricing practices. Our door remains open for ************** and we hope that she is able to reconsider using Paraco as her provider.

   

• Initial Complaint

  09/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My previous Tenants vacated the property on July 4, 2023 and had previously requested the removal of 2x Paraco propane tanks on 22 April 2023 (propane is for heat only so not required from April onwards). Removal of the tanks never occurred so I again requested their removal on 7 July. On 16 July, Paraco confirmed via email that the tanks would be removed without delay.It is currently September 19 and tanks have still not been removed. Worst still, given the tanks are currently more than 75% full, the propane company my new Tenants have engaged were unable to install their own tanks as it is a breach of *** law to relocate tanks that are that full. Resulting in my new Tenants still being without tanks for heat and winter is coming. Disgraceful conduct from Paraco who instead continue to contact me to **********" with me if I agree to retain them and their tanks.

  Business response

  09/22/2023

  Paraco prides itself on its commitment to its customers and for any case in which a customer has had a negative experience working with us, those concerns are thoroughly investigated to determine the best course of action and identify areas of opportunity for the future. 
   While it is our intention to comply with and complete customer requests in a timely fashion, there are certain instances in which our best intentions do not work out as planned and for that, we are truly sorry. The removal of these tanks from the complainants property is being expedited to prevent any further disruption. 
  Although Paracos imminent pickup of the tanks on site will remove any remaining obstacles, we are not aware of any known *** laws that would have impeded the movement of the Paraco tanks out of the way for the placement of any others, despite their being filled to capacity. We are saddened to hear that any delay in removal on our part would have led to additional frustrations for the complainant or any tenants that have recently assumed residency.
  
  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the date of 6/9/23 we had a gas leak, and while on the phone with the dispatcher I asked to also have Paraco turn off our automatic delivery, as I clarified "I do not have the money to pay for that". On the 6/16/23 I received a notification that it had been delivered regardless and called to figure it out. After a month of calling back and forth with them they decided to investigate what had happened and why I was being charged $1150 for a service I didn't want. On 8/2/23 a Retention specialist claimed that by the time I called the delivery had already been supplied, and offered a discounted rate. However when speaking to a Service Tech about what had happened she mentioned that I was still on automatic delivery. So after nearly two months of asking to be taken off of automatic delivery, and after investigating, they never even fixed the issue, and had me scheduled for an additional delivery that I could not afford. I don't feel its right to charge a consumer for goods that they specifically said they didn't want. I would like a refund for the gas that was delivered in error, or at the least a free pumpback.

  Business response

  08/21/2023

  Paraco is always saddened to hear of instances in which a customer is not satisfied with the service provided to them. Receiving automatic deliveries through Paraco helps alleviate some of the burden to homeowners of consistently checking their tanks gauge readings and calling in to request a propane delivery when it is needed. Furthermore, it can help avoid potential fees incurred from a propane runout situation.
  If there comes a time when Automatic deliveries are no longer wanted, upon requesting that change with our staff we will gladly comply.On 6/16/23 a telephone request was made to cease automatic deliveries however, at the time of that request, a regularly scheduled automatic delivery ticket was already pending and was delivered at that same time.
   Paraco is always happy to work with or customers towards positive solutions and can offer payment arrangements when needed to further assist our customers.
  We are happy to report that since the filing of this complaint,we have been in contact with this customer and an amiable solution has been arranged.The complainants concerns were the result of unfortunate timing, but his account has been updated to reflect his desire to NOT receive further automatic deliveries. If/when any future deliveries are needed, a request for such should be made to our office to coordinate. We are grateful for the opportunity to be of service and look forward to his continued patronage. 

• Initial Complaint

  12/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Paraco Gas is price gouging their customers. I paid $6/gallon when competitors are charging $2.89/gallon which is locked in until July 2023. When I called them to remove their tank after explaining the reason for terminating delivery, they now want to charge $175 to remove the tank. They have contacted me about adjusting the price but I refuse to deal with them. This is not proper business.

  Business response

  12/07/2022

  Paraco takes great pride in its commitment to its customers and always tries to maintain the high level of service that our customers have come to expect from us. 
  Many different factors play into a customers price per gallon and recent volatility in the energy markets coupled with increased costs pose additional challenges to customers and Paraco alike in how we can best continue to offer the greatest value. 
  The complainant noted that Paraco has reached out to discuss his pricing concerns and offer our assistance but we received no response- working together with our customers towards an amicable solution is always our preferred course of action and we are sorry that in this case we were not able to do so. 
  While charges to remove and restock equipment are standard in the industry, as a courtesy to the complainant, any charges associated with the removal of the tanks will be waived and the complainant will be refunded for any propane remaining therein at the price per gallon they were paid for. 
  While we are saddened that the complainant has chosen to take his business elsewhere, we do understand and hope that we can one day be of service to him again. 
  
  

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved back in JULY and it is now almost the middle of NOVEMBER I over paid the company for my previous address and i called and emailed them to stop my service and i was told my over payment of ****** would be refunded in 2 weeks its been months and i have sent multiple emails and they keep saying the same generica thing of the department for refunds is still working on it and looking into it so on I need my money its way past the 2 weeks i was told and every time i email i am told they are forwarding my email and that ill be contacted with the refund blablabla never happends please get my refund back. my account number was ****** and the old address was 83 b zion werstville ********************* they updated the adress on my account to my current adress but still no money and i have called and emailed for months.ill attach the most recent email.

  Business response

  11/22/2022

  We are saddened to hear any instances in which a customer has been displeased with their interactions with Paraco as we take great pride in providing a positive customer experience. 
  Any refunds due to our customers are processed and remitted in a timely fashion, as they are due. In the complainants case, in accordance with State Law, funds relating to remittances by and from ************** and not directly resulting from the complainants own out of pocket payment must be returned to the State and cannot be provided to her directly. 
  We apologize if there was any confusion or misinterpretation in communicating this requirement to the complainant and reiterate that if she has any additional questions or concerns pertaining to her benefit amount further inquiries should be directed to the State for additional information on their reissuance.  

• Initial Complaint

  09/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Approximately six months ago I received a notification from Paraco that they had unclaimed funds that belong to me. I Googled the contact number for the company and called to verify that it was actually from them (I am an ex-customer) and was assured that the letter was legitimate and that their system showed I was owned the amount on the letter. I then completed the form provided and sent it to the company. I was expecting a check for the $47.65 that they claim they owe me. I have not changed addresses (from the original gas service location), phone numbers or any other information since I was a customer. Yesterday, I received the same form again asking for the same information, with no acknowledgement of prior receipt of the form or the check or the phone call. I feel like they are playing games and hoping that people do not respond to these requests. They include an email contact but no phone number in the letter. Unclaimed funds should only be considered such if a check was issued to the customer at the service location and not cashed. I have never received a check for these funds.

  Business response

  09/29/2022

  In an effort to comply with State and Finance requirements governing the distribution of unclaimed funds within a mandated time, Paraco always tries to ensure quick and easy settlement in these scenarios where customer refunds are due. 
  As part of this process, confirmation of the refund amount due along with any updated remittance instructions are often sought to help ensure accurate receipt and to make sure the necessary funds are sent to where they need to be. We are sorry to hear that in the complainants case she was contacted to coordinate this exchange more than once and without the speedy resolution we hoped. 
  While this situation is regrettable, we are glad to report that since the complainant filing, the refund check due her was issued and is being sent via postal mail to the current address we have on file. 
  
  

  Customer response

  10/02/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  06/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled my propane account with Paraco Gas Corporation May 8, 2022 by telephone. Later, I obtained another propane supplier. Paraco gas picked up old tanks after 39 days. Balance in account plus remaining propane gas in two tanks equals $1584.46 less tank pick up fee of $159.99 equals $1424.61 refund due. Paraco Gas Corporation is holding monies now over 50 days they have no claim to. I paid into the account in good faith. Funds were not used for propane; or service, or repairs. I do all my own service and repairs. How can I be punished for switching to a competitor offering lower costs?

  Business response

  07/05/2022

  We are saddened to hear any instances in which a customer has been displeased with the level of service provided from Paraco as we take great pride in offering a positive customer experience. 
  While we always do our best to quickly remove tanks in the field when requested to do so, there are often circumstances that could delay our ability to accommodate and for that, we are truly sorry. 
  Once the tanks were retrieved from the complainants property and the gas remaining therein reclaimed, a gas credit refund has been processed for this customer for the amount due for monies he paid out of pocket. In accordance with *** Law, the portion of his credit balance relating to remittances by and from the state and not directly resulting from the complainants own out of pocket payments has been returned to the State as directed. 
  We are sorry to hear that the complainant has found a new provider but should the need ever arise we would be glad to be of service in the future.  
  
  

  Customer response

  07/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because

   

  BBB, **;  In regard to my BBB complaint ID # ******** reply from the company said nothing about the long delay in the refund process. It said nothing about paying interest on the monies held arbitrarily for 58 days (nearly two months). No person, no company,  moves that slow without being deliberately obstinate with malice; racking up the benefits of (my) cash in hand. I accept that HEAP monies go back to the state. I did inform the Delaware ************* Services of my switch to another propane supplier. I will accept Paraco Gas Corp. reply when their refund check is in my hand, and not before.

  **** ******     ***********  **

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  **** ******
  
  
  
   
  

  Customer response

  07/05/2022

  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 and the matter has been resolved.
  
  Sincerely,
  **** ******
  
  
  
   
  
  

• Initial Complaint

  05/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been a Paraco customer for well over 10 years. This past February we had a furnace issue and the house went cold. The furnace had been serviced by Paraco for several years, the last being in Sept of 21. We had a pre-buy with the propane for several thousand dollars. We were away on vacation and my neighbor that checks on the house had alerted us to the problem. Paraco service was unable to help at the time, and so I used my plumber. We used very little of the pre-buy fuel over this winter and dealing with insurance and such, the house was not livable until May 1st. Paraco made a delivery on 5/17/22 of approximately 54 gallons and I was charged $4.45 a gallon, well over the agreed pre-buy. I complained and was told that the pre-buy ended in April. It took awhile, but they did reduce the price to $3 and change per gallon, which was still well over what I had pre-bought. I then wanted the balance, well over $2000 that they had of my money, refunded as I was done with Paraco. The gentleman that I spoke to had told me that the money would be credited back to my credit card that was used. Well, as of today, they are refusing to return my money that was not used. I would like this money to be returned, credit card or check, to me. Thank you for your help!

  Business response

  05/26/2022

  Paraco goes to great lengths to ensure the satisfaction of its customers and any instances in which a customer feels the need to escalate a concern or complaint they may have are taken very seriously and investigated as such. 
  
  Our PreBuy program has helped many homeowners price protect themselves through the winter season. As it is a prepaid program, the gallons contracted for are paid in advance of the winter months at a special per gallon rate; our customers pay us up front for their contracted amount and we in turn pay those funds to our providers so we can secure optimal pricing.

  
  As laid out in our PreBuy contracts, unused funds remaining at the plans end date are nonrefundable but can be used towards future PreBuy plans, purchases or services. While certain terms and conditions are in place to protect both parties entering into the agreement, we always want to be of help to our customers and understand that unfortunate circumstances do arise. As a courtesy to a longtime customer we have agreed to and processed a refund for the credit balance remaining from his past PreBuy and hope that we can be of service again sometime in the future. 

  
  

  Customer response

  05/26/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  03/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I recently closed my account (# ******A) with Paraco. The account was closed due to their excessively priced propane and poor service. Paraco is insisting on a "restocking" fee of $159 to close the account and have the tank picked up. Since I never signed any agreement with Paraco or the previous provider ********* who were taken over by Paraco), how can Paraco now effectively fine me for not wanting to buy their propane. This seems totally unethical to charge a fee to close an account when there was no signed mutually agreed contract..

  Business response

  03/15/2022

  Paraco goes to great lengths to ensure the satisfaction of its customers and any instances in which a customer feels the need to escalate a concern or complaint they may have are taken very seriously and investigated as such. 
  
  Assessing a restocking fee for removal of propane tanks and/ or any ancillary equipment from the field is a common practice in the industry as it is done at company expense in the form of travel costs, labor and manpower time. As a courtesy, Paraco has waived this fee for the removal of the equipment; we are saddened at the loss of a valued customer, however we would gladly welcome the opportunity to be of service again at some point in the future. 
  
  

  Customer response

  03/16/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ********************************
  
  
  
   
  
  

• Initial Complaint

  12/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paraco is not removing the ***** tanks and propane after my request over two months ago.

  Business response

  12/13/2021

  Paraco makes every effort to quickly retrieve our propane tanks from the field when requested to do so and any delays in their removal is certainly unfortunate. We are glad to report that the tanks on the complainants property have since been removed and credit will be issued for gas remaining in those tanks at the time of their removal. 

*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. ↩