Complaints

This profile includes complaints for Aero Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aero Energy

  230 Lincoln Way E New Oxford, PA 17350-1213

  
• 

  Aero Energy

  201 Schooner Ln Prince Frederck, MD 20678-3466

  
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  Aero Energy

  25 E High St New Freedom, PA 17349-9665

  
• 

  Aero Energy

  1616 Northwood Dr Salisbury, MD 21801-7864

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  Aero Energy

  910 Newville Rd Carlisle, PA 17013-1735

  

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.

• Initial Complaint

  Date:05/15/2025

  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 delivered propane in May when propane was not needed during the summer months. My tank was also above the 30% threshold in which they dont auto refill unless it drops below 30%. Not only was this delivery a surprise it was not budgeted for. I was then charged for delivery of fuel in which I never proceeded to use any of the fuel that was delivered. I paid what I owed and was tacked on by late fees and a $90 lock to my tank. The tank was eventually removed by aero and I was then charged for the removal, not to mention the tank was FULL of propane that I PAID for, and was never refunded for it even though I had requested so. Two employees ignored my email request of the refund.

  

  Business Response

  Date: 06/03/2025

  Customer owed a balance for tank rental for 9 months. Once he finally paid the balance, the acct was released from being on hold, which created a delivery ticket to come out on May 13th  of 2024.
  He never paid for that delivery, we continued to contact him for the next several months about the past due amount.
  In Nov of ************************************************************** we would be forced to lock down the tank.
  We continued to reach out about balance due.
  On 2-21-25 he reached out to us saying he would pay for the delivery from May of 2024 and his tank rental charges but was not paying the fee to lock the tank.
  Customer balance at that time was ******  he did pay ****** on 2-28-25.
  On 5-8-25 we went out and removed our tank. Charged another ***** to come out and remove tank and gave customer ***** credit for the propane in the tank.
  Customer still owes a balance of ******

  Customer Answer

  Date: 06/04/2025

  The balances owed they are referring to is a delivery of propane to a tank that was not below the 30% level at the time of uninformed delivery. Not mention the time of delivery was in May when propane heat is no longer needed in summer months. There was no request for delivery and there was no need for the delivery as the tank was about the 30% threshold. Nor was any of the tank used for months prior to that and has not been used since then which has been well over a year now that the tank was ever clicked on. I did pay ****** to cover the rental fees and the delivery of unnecessary and unused propane which was then taken from my property without notice. Therefore the $300 I paid for propane that was filled in that take went unused and was paid for out of my pocket and should be reimbursed. 

  Customer Answer

  Date: 06/05/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23334715
  
  I am rejecting this response because:The balances owed they are referring to is a delivery of propane to a tank that was not below the 30% level at the time of uninformed delivery. Not mention the time of delivery was in May when propane heat is no longer needed in summer months. There was no request for delivery and there was no need for the delivery as the tank was about the 30% threshold. Nor was any of the tank used for months prior to that and has not been used since then which has been well over a year now that the tank was ever clicked on. I did pay ****** to cover the rental fees and the delivery of unnecessary and unused propane which was then taken from my property without notice. Therefore the $300 I paid for propane that was filled in that take went unused and was paid for out of my pocket and should be reimbursed. 
  
  
  Regards,
  
  *** *******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/10/2025

  Good morning,
  You were an automatic delivery customer, which means we automatically refill when the tank/meter gets below a certain level, or when we can make an efficient delivery. Several factors come into play with automatic delivery, there is not a set delivery schedule.  When your account was released from being on hold for overdue payment, a ticket was automatically created in our system to come out and refill your tank.  Your last refill prior to the one in May 2024, was January of 2023. Many of our customers do in fact use propane year-round, so the automatic delivery system does not differentiate between what time of the year it is. May 2024 just so happened to be the month your account came off hold due to payment. You opened  an account with us on 8-18-21 and have occurred 35 + monthly finance charges for unpaid balances. On this last delivery, you have had a balance due since May 2024 and left us no choice but to remove our equipment. We did reimburse you .60 per gallon on the propane in the tank, which is our standard reimbursement amount. 

• Initial Complaint

  Date:04/08/2025

  Type:Sales and Advertising 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.

  Date: 12/31/24;Invoice #********; Amount of Invoice;$297.99; Disputed Amount: $203.00. Reason For Dispute: Was made aware of $94.99 charge for technician to come to the home to access issue. Was not made aware that an additional $203.00 would be charged in addition to the $94.99 for what was called " Problem Assessment". So the technician spent 20 minutes at my ******** was charged $279.99 & nothing was done to fix the problem. What is worse is in addition to the exorbitant charge just to come out to my house, the estimate to fix it was an exorbitant $1,500.00 and when I asked if any of the $203.00 would go toward the cost of the repair I was told no. I am all for paying for work done but not for being taken advantage of. All in they were going to charge me $1,797.99. Instead of advertising $94.99 to come to you home they should advertise $297.99 to come to your home. Instead of having them do the work I found a reputable company that completed the work same day for under $900.00 all in.

  

  Business Response

  Date: 04/10/2025

  Thank you for reaching out and giving us the opportunity to clarify. When the initial service call was placed, our team provided the standard trip fee of $94.99, along with an explanation that any additional diagnostics or repairs would be quoted separately. This information was shared at the time of the initial call from customer service,he agreed to those terms.
  
  Tech arrived to find that the inducer Motor had failed and would need to be replaced, A service Ticket for his approval was sent to him in the amount of $1150.00, he was informed that that cost did not cover the Trip fee or Diagnostics, a service contract was offered to save him some money he declined.
  
  We even went a step further and ordered the part to make sure it was here before the signed service ticket was received to save time and expedite the repair if he choose to have it done. We went out to the on 12/31/24, we continued talks about the repair up until 1/2/25.  

  We always strive to provide transparent communication and timely service. If you have any additional questions, were happy to assist further.

• Initial Complaint

  Date:11/14/2024

  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.

  They never pulled a permit. Breakers blowing,causing oour electric to triplre. No gpi on condenser relay. Could've electrocuted someone while changing filter. They forgot the outside outlet. Still no compensation for the electrician I hired to find their problems. Hvac system, they never pulled permit resulting in 2 electrical issues. One being electrocuted issue. Breakers gone bad..I had contacted them atleast 20 times. I don't feel safe using my new hvac system. I paid cadg..$18,000.00

  

  Business Response

  Date: 12/18/2024

  Thank you for the information.

  Aero Energy has provided information to this location. No additional communication will be provided.

• Initial Complaint

  Date:10/07/2024

  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.

  We are filing this complaint against Aero Energy. Our account # is *******. We are being charged over $130 - $150 annually for a minimum usage fee charged by Aero Energy for failure to meet the required number of gallons of propane used per tank agreement.We purchased our new home in 2020 during the height of the pandemic and we were mistakenly informed that the agreement we signed was only to use Aero Energy as our propane provider. The tank was already installed per a deal the builder DR ****** had with ****. We had no choice in ************ was never made clear that we would be required to meet a minimum usage of 400 gallons of propane annually. This is an amount is impossible meet because there are only two of us in this home and we only use propane for the cooktop, a tankless hot water heater and a gas fireplace.We are on a fixed income and this price gauging is untenable. We have spoken to Aero Energy every year about this and every year we are forced to pay this fee for nothing. We have investigated changing vendors but because **** owns the tank it would cost $1000 to remove it and then we would also lose the unused propane we have already paid for. In addition we would have to pay the new company for installation and their propane. So we are trapped in a very unfair and expensive situation. There are several neighbors also trapped by Aero Energy that would be happy to file complaints as well.Any help in this matter would be greatly **************** Regards,******** ***** ***** *********

  

  Business Response

  Date: 10/15/2024

  Thank you for the information. We've reviewed the details of the complaint and it is correct that the property owner is leasing an Aero Energy underground propane tank. Aero Energy has in no uncertain terms trapped the property owner into purchasing a property with our owned underground tank on site that we are responsible for maintaining.   As the complaint indicates the awareness of this through the Builder and the signed contract associated with the Aero Energy Underground Tank Loan Agreement, the opportunity to either purchase the tank or have the tank removed is still available. We have been in discussion with the complainant and we have worked with the complainant, reducing the number of agreed upon required gallons by 200 gallons from 600 to 400 and also reducing the fee by 50%. Delivery of the agreed upon gallons will remain a requirement however we remain willing to work with the complainant. We invite her to contact our office and speak with our *********** The ****** is available Monday-Friday from 8am-5pm. 

  Customer Answer

  Date: 10/16/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22389754
  
  I am rejecting this response because:
  The minimum gallon usage has been 400 gallons since we moved into this home. If Aero is willing to reduce this minimum usage to 200 gallons, which we can meet,  we will accept this resolution. We feel that we are stuck with a provider who does not care about it's customers because there is no regulation for propane sales in the state of ******** and we have no rights as consumers.

  Regards,
  ******** *****
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 10/22/2024

  Thank you for allowing us the response.

  The information provided concerning the gallon adjustment from 600 gallons to 400 gallons is accurate and will remain.  Again, I suggest the account contact our ************ for any further consideration to the required gallons, annual fee, tank purchase or tank removal. 

   

  Customer Answer

  Date: 10/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22389754
  
  I am rejecting this response because:
  This company is ripping off seniors and we have no recourse because it seems there is no agency I can find that regulates propane companies
  
  Regards,
  
  ******** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/11/2024

  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.

  it was ******* the last snow storm we had in Febuary,we ran out of propane and called aero ,which is only 2 miles from our home ,they said they would not bring any propane out to us ,and we are in our 70s almost 80 and they let us go with out heat,,,and we have been a customer for years with them.i know those trucks could of went through that little bit of snow,we got out ,so what was their problem?i think it was wrong of them to not see that we had heat.since then they put a monitor on the tank ,so that when it gets down to a certain point it lets them know we are low. why did they not do that before.,so we would not have ran out of heat ,we are so fed up with them we want to get our own tank ,but now they want $100 dollars to take their ********* ,plus they had just charged us $100 for rental on their tank ,so for our suffering through the weekend with no heat we want them to pay us the $100 back 4$

  

  Business Response

  Date: 03/14/2024

  Thank you for the information and I've had the opportunity to review the account.

  Our records indicate we were contacted on the Jan 19th concerning a delivery request. We were informed of the delivery being required as a result of being out of product. Unfortunately we were unable to deliver that day. Delivery was performed the following morning.  As a result of the account informing us of their fuel usage change, which is what contributed to them being out of product, we installed the monitor to manage future deliveries.  Prior to the change, a monitor was not necessary. The account is leasing our tank and tank rental is applicable if usage is below a certain amount of gallons. When the tank was installed at their location, there was a cost and there is a cost to remove the tank. The tank removal cost will apply.  

• Initial Complaint

  Date:01/12/2024

  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.

  I am getting billed from AERO Energy for a HVAC maintenance contract that I never signed. I sold my house at ****** RESERVES on 8/31/2023. They are billing me for the ************ do not live at the address. Address: **************************************************************************** #on bill: ******. Thanks.

  

  Business Response

  Date: 01/29/2024

  Thank you for allowing us the information and we have reviewed the account.

  Our records indicate the account had questioned the validity of the charge in question on October 14, 2023 and was advised the charge was valid & payable.

  The charge in question is for a Service Contract the account had at their location which required payment in full based on the Terms & Conditions which we have attached. The account indicated the new homeowner was interested in assuming the responsibility of the Service Contract and was informed the new homeowner would be able to do so however if for some reason they did not, he would remain responsible. 

  The new homeowner decided against assuming the Service Contract and it remains payable by the former homeowner as per the Terms & Conditions.  We are willing to waive the finance charges which have accrued as a result of payment not being received however,  the balance of $174.86 for the Service Contract and service rendered should be paid.

  Respectfully,

  Aero Energy

   

  Customer Answer

  Date: 02/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21136414
  
  I am rejecting this response because: No contract was signed & I'll be paying for service that is not valid, sence I relocated & do not live in the house at ************************************* **.  Thanks.
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 02/09/2024

  As communicated, the payment is valid & required as per the terms & conditions as well as the service provided.  We will continue our collections process.  Thank you

  Customer Answer

  Date: 02/28/2024

  I am not satisified w/ this.  So I did not sign a contract & liable for the payment.  The company (AERO) indicates that is there position. Take it or leave it.  This is unbievable!! Can anything be done to get them to cancel the bill.  If not, I'll pursue the legal route.  Thank-You.

  

  Business Response

  Date: 03/22/2024

  Hello, I am new to the company and just received this email, so I am unaware of the complaint, but I read through it and it seems as though we have a logical reason for the charge and that it was settled. Can you tell me what else needs to be done with this complaint? Thank you!

  Customer Answer

  Date: 03/28/2024

  I AM WILLING TO SETTLE FOR A PORTION OF THE ***** EVEN THOUGH THERE IS NO CONTRACT & THE PREVIOUS WAS SUPPOSE TO PICK IT UP.  THANK-YOU

• Initial Complaint

  Date:12/20/2023

  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 Nov 2 I contacted aero as I had no heat. They came out right away - said it was due to condensation in the line. I promptly paid the $320 bill. On Nov 24 I had to contact them again. This time apparently there was a birds nest in the line. Again Nov 28 no heat and they came out, Again Nov 30 and yet again Dec 14. Today (Dec 20) they were supposed to be out first thing this morning with a part (that I had to call them about Dec after I was promised a call first thing) and it is now 10:30 and I am told other calls they pushed ahead of me. This is their 6th visit to me - in 5 weeks -affecting my work schedules, my bank account etc. My daughter has an appointment today at 2 that I will most likely have to reschedule due to their lies. I paid their $109 bill for the Nov 24 visit. (I had to call to have service charge removed).I currently have another outstanding bill for $330 (ish) dollars I havent paid yet as my heat is still not working right. I want to be done with this company but I am so far in now I need them to finish the job they started.

  

  Business Response

  Date: 01/12/2024

  We sincerely apologize for the inconvenience you experienced during the repair process, and we appreciate your patience as weve worked to resolve the heating issue. We understand the challenges you've faced, and we want to assure you that your satisfaction is our top priority.
  
  Our records indicate that our service manager has been in direct contact with you and that the heat is currently working. Additionally, our service manager has provided their direct contact number for any immediate issues that may arise.
  
  We acknowledge the impact this has had on your work schedules and daily life, and we truly value your patience and understanding. Our goal is to stand behind our workmanship and ensure that your heating system is functioning correctly. If there's anything more we can do to address your concerns, please don't hesitate to reach out directly. 
  
  Thank you.