Complaints

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

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  Value Propane Inc

  PO Box 69, Hwy 12 Sunderland, ON L0C 1H0

  
• 

  Value Propane Inc

  54 Highway 12 Sunderland, ON L0C 1H0

  

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:07/11/2024

  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.

  We reached out to our propane supplier, Value Propane, to request a refill, as we are not on a monthly delivery schedule. During the call, we were informed that our tank was expired. Although they agreed to replace the tank, we were told this would not happen during the refill. When I requested an earlier refill date, Value Propane indicated there would be an additional charge since it was outside the regular delivery schedule. They advised that if we waited until August 7, the extra fee would not apply. Given the tank's expired status, I requested a 50% fill. On August 7, the driver completed the refill at 50%, as instructed. However, the invoice we later received included an unexpected $189 charge. Upon contacting Value Propane, I was informed that partial fills are not permitted by company policy, which had not been communicated earlier despite the tank's expired condition. I found this troubling, especially since the tank has been expired for over three years, and the charge of $189 + tax was not disclosed during our discussions regarding the partial fill. We moved to *** ****** ** *, Oshawa, in July 2023, at which time I transferred the lease to my name without any indication from Value Propane that the tank was expired. The expiry notice was only provided in August 2024, a year later. When I requested the contract to confirm that partial fills are not allowed or require a fee of $189, Value Propane claimed the fee was due to an emergency delivery. I pointed out that this contradicted their own statement that Wednesday/Thursday is the designated delivery day for our Oshawa area. The invoice shows the refill occurred on Wednesday, with the $189 listed as a “Delivery Fee/No Access/Refusal.” However, the comments also indicate that partial fills are not allowed, despite the partial fill being completed, as shown by the charge of $447.08 + tax.

  Business Response

  Date: 07/11/2024

  Customer purchased house October 2023, No final fill requested from seller. Customer contacted us in November and signed rental agreement Nov 7, 2023, we filled tank on Nov 10, 2023. We returned Dec 13, 2023 to fill tank, we then returned Jan 18, 2024 and customer refused delivery. We tried to deliver  again Feb 22 & 27 2024 again customer refused. We then sent the customer a "Will Call" letter and "Automatic Delivery Cancellation" letter which clearly states you must call at 30-35%. We received emails from the customer July 31, 2024 to please fill up his tank,  we responded we would be there the next week, the customer wanted fuel immediately as they were out, that is when he was informed the tank is due for exchange however service is booking 2 weeks out. He agreed to exchange later in the season. At no time did the customer discuss partial fill with the office as he would have been informed we do not do partial deliveries. Driver arrives and customer demands only partial as he is switching suppliers. The driver is not going to argue or get confrontational in a rural setting, the driver delivered partial delivery. Our signed contract clearly states in "TERMS #1 - Removal of tanks/cylinders subject to hourly restocking fee. TERM #3 - states all "Will Call" customers will be charged for a rerouting fee. Since this customer waited until the tank was below 5% almost out of fuel we could not complete tank exchange.   We added the customer to the delivery list when in that area normally Wednesdays/Thursdays when we do the  Oshawa area.  We let the customer know approximate dates has he has security gate and we have the code for access.. We have a copy of the signed contract if required, we also have the emails requesting us to "FILL UP" the tank.

  Customer Answer

  Date: 07/11/2024

  
  Complaint: ********
  
  During our phone conversation, it was confirmed that a partial fill would be provided, with a suggested date of Wednesday when the truck would be in the area. Furthermore, the invoice clearly indicates that the fee is not labeled as a "Re-Routing Fee." However, in the comments provided, it was stated that partial fills are not offered. Additionally, during our most recent call, it was mentioned that the charge of $189.99 + tax was specifically due to the partial fill.
  To clarify, I have ******** a letter from Value Propane indicating that the re-routing fee is only applicable when the truck is required to go out of its regular route, and that fee is $175 not $189.99. According to Value Propane’s response in this complaint, "Will Call" customers incur a re-routing fee, but the ******** letter specifies that this charge applies only to emergency fills requiring a re-route.
  
  Sincerely,
  
  ******** ************

  Customer Answer

  Date: 08/11/2024

  Would you be able to request a signed copy of the contract from value propane?
  
  Regards,
  ******** ************
  ***** ********

  Business Response

  Date: 08/11/2024

  The customer never discussed partial delivery prior to us arriving at his residence as he would have been informed we do not do partial deliveries. The invoice states "Delivery Fee" not Re-routing fee. The charge for $189 plus tax was incurred due to customer demanding partial delivery  as customer was pressuring driver to do so. The charge of $175.00 plus tax would have been incurred if we re-routed a truck and filled the tank. As this customer fails to see the only issue is the fact that he demanded partial delivery.  

  Business Response

  Date: 06/12/2024

  As per our signed contract #3 states Delivery Fee. We do not do partial deliveries and we could have exchanged the tank prior to delivery of fuel however the customer had already stated considering switching suppliers to which they have. 

  Customer Answer

  Date: 06/12/2024

  
  Complaint: ********
  
  Hello, 
  
  As you stated this fee was for partial delivery. I do not see in the contract where you state that you do not do partial deliveries. Can you please specify where you got that $189 from. 
  
  Sincerely,
  
  ******** ************

  Business Response

  Date: 30/12/2024

  The invoice clearly states Delivery Fee, the contract states delivery fee.

  Business Response

  Date: 03/01/2025

  1. we do not do partial deliveries. Delivery fee is based on costs incurred. The customer requested a delivery of fuel, we went he refused full delivery. A Fee was then placed on that delivery. 

• Initial Complaint

  Date:05/12/2022

  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.

  First, I would like to make a complaint about the contract that Value propane supplies to their customer to sign. It's barely legible.********** Next, if you would like to discontinue services with them, they can charge you whatever they want to pick up their tanks. This cost is not laid out in the contract. They are charging me $120 to pick their tanks up. This needs to be clarified in their contract! There should not be fee for them to pick up their tank especially when we are paying a rental fee for it already or the fees should be laid out in their contract. Second, we had 2-420 liter tanks rented from them for a fee of $75 as signed on the contract. They are charging me $96 + hst for both tanks. I have asked them several times to adjust this on their invoice, to no avail and they are going to be sending us to collections. I have attached both tank rental invoices from them. 1 is paid, 1 is not paid- it needs to be adjusted. The previous home owners used this company and we thought we had to go with this company or else we would have went with someone else. After reading the reviews on Value propane, we are not the 1st home buyers to experience this. I feel like home buyers need to be educated on not having to use previous providers instead of being locked into bullies like this (maybe on lawyer or real estate level). Anyways, I look forward to any help to resolve theses issues. Thank you.

  Business Response

  Date: 07/12/2022

  1. The contract was originally sent to  Mrs. ***** lawyer when she purchased the house.  If the contract was not clear enough to read Mrs. ***** should not have signed it, nor should she have completed the contract and emailed to our office on October 21, 2021.

  2. The contract clearly states a removal fee is subject to an hourly restocking fee.  Our standard service fee is $129.00.

  3. Yes, Mrs ***** had 2 x 420 cylinders, rental rate is specified on the contact with a minimum litre amount. Mrs. ***** did not burn the minimum 2000 ltrs in a year, therefore Mrs. ***** was charged $48 plus tax for each tank.

  4. Yes Mrs ***** paid the for the first tank rental in February 2022, however the May 2022 tank rental remains outstanding. Mrs ***** did not cancel service with Value Propane until Mrs. ***** email dated November 4, 2022. Therefore, the May 2022 invoice is past due and the removal fee invoice with Value Propane bases is also outstanding.

  4. As per the invoices regarding tank rental.  The invoices clearly state "Annual Tank Rental". They do not get adjusted for partial use.  Also the contract clearly states that tank rental will not be credited if the account is cancelled or closed.

  5. As per our contract, All Value owned equipment remains property of Value Propane, therefore since the new supplier used our tank bases we charged Mrs. *****