Complaints

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

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  Freeman Gas

  113 Peake Road Roebuck, SC 29376

• 

  Freeman Gas

  115 North Howard St. Landrum, SC 29356

• 

  Freeman Gas

  PO Box 14835 Greenville, SC 29610-4835

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:02/21/2025

  Type:Delivery 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.

  Freeman Gas is allowing ppl to go for days without heat. It’s unethical, it’s 22 degrees in my home and atm. I called and paid for my gas on 2/19/25 yet there’s no propane being brought out. We lease the tank and my gauge is stuck. I called at the appropriate gauge reading to have a delivery yet it now takes them 5-10 days to get out. My husband is a military veteran and I have 3 kids. This is unethical, we’re not the only ppl they have done this to this last year.

  Business Response

  Date: 04/10/2025

  Per our will call customer policy we were making deliveries in 7-10 business days.  Customers tank was filled within 2-days. 

• Initial Complaint

  Date:03/04/2024

  Type:Billing 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.

  In August 2023 I canceled the lease for the 60 gallon gas tank. They kept on sending reminders of balance doo. The gas tank was finely removed, but I did not get a receipt or any conformation of the amount of gas in the tank. Since I was on autodelverie I kept the tank full did not use any gas since 2021. After multiple visits to the store and promises of payment of the gas I finely got a Work order dated 10.9. 2023 on which they stated the tank was 80% full.
  On the last visit 2.19. 2024 I was told that the matter would be resolve no later than Friday 3. 1. 2024, but I did not receive anything.
  Please help me bringing this matter to conclusion.
  Thanks for your help.
  **** *******

  Business Response

  Date: 03/04/2024

  Mr. *******,

  Let me first apologize for the delay in getting your tank picked up. The original request you made in August was misplaced and wasn't processed until October 2023. We picked the tank up at the end of December. We again failed to process the paperwork timely. So again, I apologize that we dropped the ball on this a couple times. I have been informed by our corporate credit department that your refund check in the amount of $130.56 is being cut on 3/5/24. It will come from Tiraff Affiliate. Also, In researching this issue, I noticed that the office charged our typical restocking fee of $125 + fees against your refund. Because of our multiple failures, I have requested that this too be refunded to you also. As a result, there will be a second check coming to you in the amount of $146.58. Please allow 2-3 weeks for that additional check. 

  Sincerely,

  Scott D****

  CSC Manager

   

   

   

   

  Customer Answer

  Date: 03/05/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  I like the response but like to close the case up on receipt of the refund.  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:02/12/2024

  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.

  Purchased a set of gas logs from F****** Gas at 2494 New Easley Hwy, Greenville, SC and paid with a credit card on 12/5/23. We recieved the first bill from them stating that we owe the entire $2082.84 on 12/7/23. We called Chris F****** about the discrepancy and we sent him proof and payment of purchase as requested. He told us everything was taken care of. But we recently (Feb 11, 2024) are got another bill in the mail stating we owed $2082.84 plus $$20.83 in finance charges. We have tried contacting the corporate office and we end up getting in a phone system loop that directs us back to the local office and we get no response from them or Chris F******. The customer service is deplorable because there is no way to reach a live person in accounts payable at the corporate office nor the local office. We will never purchase anything from them again. These false "unpaid bills" can affect our credit score.

  Business Response

  Date: 02/12/2024

  Mr. *****,

  Let me first apologize for the misunderstanding regarding your payment. IS was a mistake made by the new office personnel at the Greenville office. This morning when you called in was the first I have heard of the issue and I've seen where you provided the office a copy of your payment. I am having it corrected immediately. In the future, if you have any other issues, please call the office at ************. You can ask for me. My name is Scott D****. I am the manager at the Greenville office.

   

  Customer Answer

  Date: 02/13/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  
  When we picked up the fireplace around Dec. 21, 2023, we asked the the employees if that billing error had been resolved and they assured it had.  We were provided no proof, but accepted their word.  Now, in mid-February we have been sent a second bill.  So, until we stop receiving bills, this case will remain open.
  
  
  
  Regards,
  
  
  
  ********* *****

• Initial Complaint

  Date:12/19/2023

  Type:Delivery 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.

  I've been a happy customer with Freeman gas for over a decade until Superior Plus bought Freeman. I've been patient with the issues I started to have, but this year the problems continue. Superior Plus will leave your family in the cold. Last year (2022) I ran out of gas in the month of January. I'm on auto fill. With this incident I learned that I needed to watch my gas gauge on behalf of the company if I wanted to stay warm and save money by avoiding the need of having a technician come out to safely start things back up. Year 2023 brings more back luck. I called the office on 12/13/23 to let them know my tank gauge was in the red (between 10 -15% full) and could they please come out and fill the tank as soon as possible? They said that they would let the driver know. On 12/15/23 I called the office back. I told them my gauge was now at 10% and asked when I would get my tank filled. They said it would be filled by the next day, Saturday, 12/16/23. That day came and went. No propane. The excuses I got from the office ranged from: we don't have your account showing in the new system, I see you in the computer, but your route changed from Roebuck to Gaffney, according to our records you have 80 gallons of propane in your tank so you are not in the red like you think you are, you have a space heater so you can use that, this is winter so we are busy, you are on the route but your driver just didn't come for whatever reason, etc. Since the answering system was no longer taking messages over the weekend I made another call when they opened on Monday, 12/18/23. I asked one more time if I could get my tank filled. I was promised the same day. I have lost faith in this company. My household has been left in the cold again. At the end of this heating season I am leaving Superior Plus. In hindsight I wish I would have done so sooner, but I gave them the benefit the doubt. How can a paying customer of over a decade be denied warmth? I gave them plenty of time to respond.

  Business Response

  Date: 12/19/2023

  ***** ****** was filled on 12/19/23 the tank still had 18% so it was never in danger of running out..

  Customer Answer

  Date: 12/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  
  I am on auto fill. When I saw the gauge at 5% and I could not get my tank filled on the day that was promised, I was instructed by my heating/cooling technician to shut the heat off. The reason is because when the gas runs out the heating unit has to be serviced which costs over $250. I ran out of gas last heating season and the line had to be bled and pilot relit. These costs are passed to the consumer due to neglect with tank fills. If the tank was topped off I wouldn’t have to worry about technician costs. The propane volume shouldn’t be that low. There’s a lot of additives to propane that when burned stink up the house like rotten eggs. It happened last year. I didn’t want a repeat of what I experienced last year. That’s why there was still propane in the tank  I turned it off when the gauge said  5% and the gas company didn’t come out when promised. 
  

  The resolution is taking accountability for not filling the tank before it gets so low that it had to be turned off. 

   Regards,

  ***** ******

  Business Response

  Date: 01/03/2024

  I have Spoken with this Customer and had a very Pleasent conversation addressing he questions and concerns and we are adding a tank Monitor to her tank to better service her account, so she is delivered to in a timely manor, Customer said she was Very happy I reached out to her in a more personal manor and happy with the results of our conversation, Customer said she was going to remove the complaint. 

  Customer Answer

  Date: 01/03/2024

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

  Thank you for personally reaching out to me. This is rare for a business to do so in this manner. Freeman Gas has gone above and beyond making me a happy customer again! 
  
  Regards, 

  ***** ******
  

• Initial Complaint

  Date:12/30/2022

  Type:Delivery 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 paid for my gas 2 days ago. I was told on the phone that if I paid a $200 special fee, they’d come and give me my gas before everyone else. This does not make sense and sounds very illegal. It’s been 2 days now and we still haven’t not gotten our gas. It’s the coldest days of the winter and we have babies and elderly people in our home. I called back today to ask for corporates number and was told they did not have one and that the manager will give me a call when he gets time. The first woman, Hailey (she wouldn’t provide her last name), hung up the phone in my face. I called again and the second woman told me she’d drop the special fee to $100 to get the gas today. I don’t know what kind of call they’re trying to run here but this is ridiculous. We paid for gas, but we have to pay extra to get the gas on time? I need something to be done.

  Business Response

  Date: 12/30/2022

  Mr. ***** received his delivery on the 28th. The account in question is a will call account which means the customer will call when they want gas and not on automatic delivery for this reason we ask that customer give us 3 days notice for delivery as we are extremely busy this time of year. The reason for the extra fee is an off route fee. Our drivers are running a route everyday trying to keep are route customers full and when they get pulled off route for a will call customer there is a fee.

• Initial Complaint

  Date:11/30/2022

  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.

  On 10-28 I visited Freeman gas in Gaffney, South Carolina to purchase and order the install of gas logs. The total amout I paid that day for the logs was $500 cash and $363.95 debit for a total of $863.95. The install was scheduled for Nov 19th. On the day of the install the employees were very rube to my wife who had guest over. After a quick look they determined that the fireplace was not rated for gas logs and loaded up and left with no explanation. On Nov 21 after several failed attempts to get in touch with the manager he finally called back and wanted to take a personal look. On Wed Nov 23rd he can out and was complaining on how much work it would be to install but stated it can be done. After a few minutes he recanted that no it cant be done. I requested a refund and he stated he would have it ready for me on Nov 28th due to short staff. Today November 30th I went to freeman in gaffney and was given the run around. They stated that the Spartanburg office handles the refunds. I called the Spartanburg office and they gave me the run around that the refund is processing and is being sent to New York and that it could that 3 to 6 weeks. I have another gas company coming to install in 2 weeks and he stated there were no issues with our fireplace.

  Business Response

  Date: 12/01/2022

  Mr. ****** has been refunded the $363.95 to his card and a refund request has been sent into our corporate office for the $500.00 that he paid in cash. We do not keep cash in the stores and make daily deposits. Unfortunately, the refund process can take a few weeks to complete.

• Initial Complaint

  Date:11/07/2022

  Type:Customer Service 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.

  My 88 yr old father went to their Union Office in person and PAID for a tank to be delivered and installed early Oct. Freeman Propane is unreachable- they do not answer the phone nor call back - I tried to reach thru their website- it took days to be told they sent the message to the office?
  
  To:?**************************************
  Fri 11/4/2022 8:48 AM
  still no word.
  on appt delivery or installation- AND WE ALREADY PAID
  
  Carol
  
  From: ************************************** <**************************************>
  Sent: Friday, November 4, 2022 8:30 AM
  To: Carol B***
  Subject: Re: Ticket #*****: Up coming order
  
  Upcoming order
  
  *******
  Tue, 11/01/22 7:51 am
  
  I sent the information over so hopefully they should be in contact with you
  
  Carol B***
  Tue, 11/01/22 7:39 am
  can we expect a phone call in a scheduled appointment as you know it's only getting colder?
  
  Get ******* for iOS
  ________________________________
  From: ************************************** <**************************************>
  Sent: Tuesday, November 1, 2022 7:38:49 AM
  To: Carol B***
  Subject: Re: Ticket #*****: Up coming order
  
  *******
  Tue, 11/01/22 7:38 am
  
  I have sent this information over to the Union office thank you!
  
  
  Carol B***
  Tue, 11/01/22 6:56 am
  
  No
  
  Get ******* for iOS
  ________________________________
  From: ************************************** <**************************************>
  Sent: Tuesday, November 1, 2022 5:37:14 AM
  To: Carol B***
  Subject: Re: Ticket #*****: Up coming order
  
  *******
  Tue, 11/01/22 5:37 am
  Good morning, thank you for visiting our web site. Has this been taken care of?
  
  Carol B***
  Wed, 10/26/22 9:27 am
  Message: I have tried to call your office multiple times with no answer and your voicemail boxes are full. Whether it's an emergency a new customer or an existing customer. We have placed for **** ******** ** ***** ** - please call me ************

  Business Response

  Date: 11/08/2022

  Job was completed on 11/5/22. We are currently on a new phone system and still trying to work out some issues. We have contacted Ms. **** and she is satisfied with the job.

  Customer Answer

  Date: 11/08/2022

  
  
  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. 
  
  
  
  Regards,
  
  
  
  ***** ****

• Initial Complaint

  Date:09/29/2022

  Type:Product 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.

  We sold our previous home (*** ** ***** Rd., ************ TN 37643) on September 2, 2022. On July 26, 2022, Freeman Gas, ******** City, came and picked up their propane tank, told me I would get a refund of the propane left in the tank, less a processing fee. I have called their ********City TN office (423*********) repeatedly, throughout July and August to get the status of my refund, and all I get is “the person that handles that is not available.” Only one time (the end of August) did I get that person that handles it: she assured me she would forward it to their main office in NC for them to process the refund. I gave her our forwarding address in PA, she said they would process it immediately. We still have not received the refund. I called them yesterday, and now “the person that handles that is on maternity leave.” I am furious!! It is ridiculous that no one else there can process my refund. They did not offer any solution other than they would “try to get ahold of the person on maternity leave to see if she processed it”.

  Business Response

  Date: 11/08/2022

  Refund was processed and sent out 10/13/22. I called MS. ***** and left a message for her to return my call. 

  Customer Answer

  Date: 11/08/2022

  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. 
  
  
  
  Regards,
  
  
  
  ***** *****