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Complaints

This profile includes complaints for Paraco Gas's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Paraco Gas has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Paraco Gas

      800 Westchester Ave Ste 604 Rye Brook, NY 10573-1354

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    • Paraco Gas

      10 Edison Ave Mount Vernon, NY 10550-5004

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    • Paraco Gas

      1589 Lakeland Ave Bohemia, NY 11716-2145

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    • Paraco Gas

      200 Corbin Ave Bay Shore, NY 11706-1213

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    • Paraco Gas

      44 Kroemer Ave Riverhead, NY 11901-3108

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    Customer Complaints Summary

    • 25 total complaints in the last 3 years.
    • 13 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/12/2024

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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,

      *******************



       

      Business Response

      Date: 09/13/2024

      Complaint ID ********
      On June 11, 2024, ************** requested the pick-up of four 100 gallon tanks. The delay in scheduling was due to the size and number of tanks involved, which requires additional staffing. We have successfully rescheduled the pick-up for an earlier date, 09/16/2024.  We sincerely apologize for any inconvenience caused by this delay
    • Initial Complaint

      Date:09/11/2024

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was a customer for 12 years They raised the price of my propane tank rental every year ! In 2024 they raised it over $30 n I told them tolcome pick up their tank !Took them over a month n now I get a letter from a collection company saying I owe them $211.33 for tank removal! I NEVER got a bill for this ! N thats a crazy price to just pick up said tank!So if you sever your account after 15 years they penalize you $211 ! This isnt right

      Business Response

      Date: 09/12/2024

      .Complaint ID ********

      After conducting a thorough analysis of our accounts and considering the rising costs associated with our operations, Paraco decided to increase lease fees. This aligns with standard industry practices, as many propane dealers impose annual charges for low-volume users. It was the first increase to ************************ lease since 2008.
      ******************** contacted us on September 21, 2023, at which point we explained that we could not offer reductions or waivers for the lease fee. We informed him that if he chose to have us collect our equipment, a restocking fee ($211.33) would apply. We also offered him the option to pay the lease fee ($107.29) and waive the restocking fee (provided the tank was empty)or to have the lease fee waived and pay the restocking fee instead.
      On November 27, 2023, ******************** reached out again to notify us of his intention to switch providers. At that time, he was reminded of the applicable restocking fee.
      When ******************** requested equipment collection on December 28, 2023, our agent reiterated the restocking fee, which ******************** agreed to.

      We understand the challenges posed by rising costs for both consumers and businesses. We strive to absorb as much of these increases as possible to protect our customers from the impacts of rising prices for product, services and fees. Well agree to settle on a restocking fee of $107.29, absorbing the remainder of the balance for the service.
      As additional reference, Ive included the log notes from the above calls as well as the link to the Termination Fees section of our Terms & Conditions, available on our website. *************************************************

    • Initial Complaint

      Date:06/11/2024

      Type:Order Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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:

      As I have attached in my original complaint, I was led to believe that I will have no lease. Please review the  document attached in my original complaint. It states no lease in the comments. It has no time limit on when that offer expires and no time frame. I was told no lease as part of my contract explicitly. I expect the company to comply with the terms of my contract as they expected me to comply with my portion of financial obligations listed there. 

       

       

       

       

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


      Sincerely,

      *************************




       
      e could not tell me how much I was going to be billed. She told me I have to talk to the service department to get details. She transferred me to the service department, the representative in the sales department told me that they have no idea about the lease fees and they dont deal with it as they only deal with service. I requested a call from the billing department as instructed by my first 2 calls. I got a call from customer service representative a couple of hours later notifying me that there is no billing department and that he was going to try to help me. However, he had no idea why the lease fee was suddenly being added to my account, couldnt explain why it was not being added to my second tank. He furthermore told me that he doesnt know who to send me to other than back to the sales department. My contract says no lease. I would like the company to honor no lease and waive my lease fees agreed upon.

      Business Response

      Date: 06/13/2024

      BBB Complaint ID# ********

      Customer Information
      **********************;

      After conducting a careful analysis of our accounts and considering the escalating costs associated with our operations, Paraco has made the decision to initiate lease assessments for inactive or low-usage accounts. To provide transparency, we have issued written notices with a minimum 30-day lead time to affected customers. If the tank is not regularly being used, the customer may choose to allow us to reclaim it. We understand the importance of this decision and aim to provide ample notice for any questions or concerns and to select the option that best fits the customers needs.
      The lease offsets a small portion of expenses related to purchasing,maintenance, recertification, and equipment replacement. It is our responsibility to ensure that all equipment remains compliant with safety regulations, and we are obligated to replace tanks when they reach their expiration date.
      Lease fees are standard practice in our industry, with most propane dealers implementing some form of annual charge for low-volume users.At Paraco, we advocate for the annual lease fee as the more equitable option.
      We remain committed to delivering exceptional service as we work to maintain the integrity of our operations.  

      Business Response

      Date: 06/24/2024

      After careful consideration, we have decided to make an exception in this case and will continue waiving the lease fee for location two,contingent upon consistent usage of the primary tank. While Paraco retains the right to assess or adjust fees based on our business needs,we recognize how significant this matter is to our customer and greatly wish to continue our business relationship with her.

      Customer Answer

      Date: 06/24/2024

      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

      Date:05/08/2024

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      we locked in a service contract for the year @ 1.93 a gallon and paraco gas refused to honor it. instead they have raised our rates to 2.28 per gallon.the sales team does not respond to our phone calls and we always get a call back from a different person trying to tell us how great of a price 2.28 is. paraco gas began charging us interest on top of the billing statement that were incorrect. we have almost a dozen residences on this rate contract, and it has cost thousands of dollars extra this year. we want paraco gas to honor the original agreement and refund what we are owed. including the interest charged while trying to contact them.

      Business Response

      Date: 05/14/2024

      Upon receiving ************** complaint, we immediately conducted an internal investigation into the matter. It was determined *** ********* account is linked with several other accounts and there was indeed an oversight.
      We value our customers and deeply regret any inconvenience or frustration this may have caused ********************. It is always our intention to provide exceptional service.
      We are happy to report that the Paraco employee referenced in *** ******** complaint was able to contact the owner of the association. We are making a price adjustment to all of the associated. Please accept our sincerest apologies and we thank you for bringing this to our attention. 
    • Initial Complaint

      Date:03/12/2024

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:09/20/2023

      Type:Order Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:08/07/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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. 

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