Complaints

This profile includes complaints for J.S. West & Companies's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  J.S. West & Companies

  501 9th St Modesto, CA 95354-3420

• 

  J.S. West & Companies

  564 W Stockton St Sonora, CA 95370-4860

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  J.S. West & Companies

  1301 State Highway 174 Colfax, CA 95713

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  J.S. West & Companies

  4003 Stage Ct Ste 1 Placerville, CA 95667-6928

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  J.S. West & Companies

  2892 Highway 49 #2 Angels Camp, CA 95222-9343

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:04/10/2025

  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.

  Propane discussion:I just seems to me not matter which Propane company you go with, after that first fill, they all change their prices, add an extra service fee ranging from $17.50 to $59.00 and if you do not own the tank charge a yearly rental fee ranging from $25.00 to $75.00. We own our large tank and rent our small tank. We started calling around again to get prices and they are ranging right nor from $2.89 to $3.49 per gallon. Well, get this! We have used ** **** for many years. they always gave us a cash discount- then stopped that. And for 3 years we got a Senior discount. Last week We called to make sure we would still have it and what our price would be; Quote by ***** was $3.14 per gal and tuesday we called to confirm it. Today they arrive before calling us to let us know they will be here, do not come to our door to tell us they are here, fill up partway before we see them. And my husband asks them what the fill will cost, they show him $3.44 (No Discount), so he tells them to stop filling it. We call their office, speak to ***** and she flat out lies to us, telling us they took away the Senior discount; after just 2 days ago she said they would honor it and what it was going to be. I am livid! I am going to contact the owner, and as many officials as I possibly can. We are not please about being lied to. We will go elsewhere now.

  Business Response

  Date: 04/14/2025

  I apologize for the experience you had with our ************** I have reviewed your account and discussed this complaint with the *************** Manager, and I have also reviewed your account paperwork (Application, New Account Agreement and New Customer Worksheet.) In your compliant you mentioned that we have always given you a cash discount - then stopped that. I know we don't offer a discount based on cash, but the manager can on occasion offer a discounted price for various reasons. In reviewing your account, I was unable to locate documentation supporting a Senior Discount given (not saying a reduce price wasn't offer, just nothing in your account stipulating your account was set up for special pricing.) In talking with our Division Manager, she recalled the account and the issue with a discount offered for your last delivery. She said that your last delivery will be adjusted and billed at $3.14 per gallon. Again, I apologize for your last experience with our ************** 

• Initial Complaint

  Date:01/09/2025

  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.

  the company delivers the propane that I use to heat my home, run my refrigerator and run my stove and heat my hot water. They told me to call them when my tank was low and needed refilling. Then when this winter I told them my tank was low they told me they would not deliver propane and they were collecting the tank they rent me that still has some of the propane that I bought and paid for. All my bills are paid. They said they do not like the road to my house. But the gave me NO time to find another company. I will be freezing with out heat and hot water and propane for cooking. they could have told me when my tank was full and not waited until the tank was empty.

  Business Response

  Date: 01/09/2025

  Good morning,

  I have meet with our Colfax team regarding this account and reviewed the log comments regarding this issue. The team at ****** have determined that the road to the tank location is unsafe for delivery to our staff and equipment. We have communicated with the customer that it is unsafe for us to delivery to the tank due to the hazards mentioned above. We let the customer know that we would give him sufficient time (30 days) to switch out to another provider. We also let him know that we would refund him for any fuel left in the tank if there is any when we do pick up the tank.  Based on the conversation with the customer, he has approximately 30% (150 gallons) in the tank. We looked at his prior years usage and he used approximately 492 gallons in 2024. We let him know that based on prior usage he shouldn't run out of fuel for the next several months if he didn't run his hot tub. Unfortunately, due to the risk to our staff and equipment we have decided to discontinue service at this location.

  Thank you

• Initial Complaint

  Date:07/05/2024

  Type:Sales and Advertising 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 had paid ****** to pay what they called a delinquent bill. Even though I had just recently paid them over a ****** payment. I came home from work to my services locked off and I have two small kids at home. I paid them and they refused to come back out and unlock my propane tank. Now its been 3 days and still no service. They have been paid in full and still not given us what we paid for. This should be criminal.

  Business Response

  Date: 07/09/2024

  I have reviewed the account and the log comments between our staff and the customer (******.) This account was very delinquent, and we attempted to communicate with the customers via phone calls (messages left), email and letters to collect the past due balance to avoid an interruption in service. Because no response was received or balance paid, we had to make the decision to interrupt service. The customer (******) contacted us regarding the interruption in service and use derogatory and abused language towards our office staff. The balance was paid on July 2, 2024, and the customer (******) demanded we come out immediately and restore service, when we were unable to immediately come out, he again used derogatory and abuse language with our employees. Service was reinstated on July 8, 2024.  

• Initial Complaint

  Date:04/23/2024

  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.

  I ordered propane from this company. They delivered at a time when they also charged for tank rental. It was a large bill amounting to almost $1300. I have asked numerous times if I can make payments and have been told that I can. My daughter and I both work in the schools system and are on limited income. It is not possible to save enough to fill the tank since propane is so high. Ive made regular and large payments since the delivery. I just made a $400 payment on April 3. The only thing *** received is statements charging me finance charges, no letters. No phone calls. Today we went to cook our dinner after work and had no hot water. We fiddled with the breaker and fiddled with the water heater. Finally my daughter went to check the propane. Someone put a lock on it. We have no hot water with which to shower. The majority of propane in that tank we have paid for. They had no right to come on our property with out calling us or talking to us. We looked on our security footage and a guy came at 1:50 pm. He did not come around to the door to see if anyone was home and talk to us. He just walked right to the propane tank. This should be criminal. They are actually robbing us of something weve paid for. I know we still owe them, but they cant extort us like this. That should be criminal. It must be.

  Business Response

  Date: 04/26/2024

  I have communicated with the local office regarding the matter, and based on the information provided and the log comments the account was delinquent with several calls and notices being sent without a reply, which resulted in us locking off the tank. The office was able to communicate with the customer and we unlocked the tank on April 24, 2024 with the promise from the customer that they would pay the balance by May 3, 2024. We also waived the fee to to unlock and pressure test the system after the break in service. I believe communication between ************* and the customer would have prevented this scenario.  

  Customer Answer

  Date: 04/27/2024

  I am rejecting this response because:

  After speaking with four different people in the span of the two days, I agreed to pay the entire balance as soon as my next paycheck came.  This was the only way they would agree to take the lock off my tank. What the company failed to acknowledge was that there were 125 gallons in the tank that belonged to me prior to the filling. In addition $800, of the $1200 bill had been paid, so the majority of the propane in the tank they were locking off was mine.  This is criminal.  I have never NOT paid my bill.  I have had to make payments to them in the past.  They have claimed to send notices, yet there is nothing in my account, but statements.  Ive only received those statements.

  In addition, I received on phone call.  It was Monday April 21, I received a message (which I didnt get until Tuesday as I was out of phone service in ***************) All the message said was to call regarding your bill.  It did not say a word about being locked out of your tank.  Yet Tuesday, I got home and we had not hot water to shower, no stove or oven to cook, and no showers to go to work the next day.  I spent hours of my work day on the phone trying to settle this matter.

  I will pay that bill, though it will be difficult to pay all at once for one pay check, but I want this on record with the BBB, please.

  
  

  Business Response

  Date: 05/10/2024

  Our position regarding the customer demands of waiving finance charges and a credit of the account for mistreatment is being denied. Our position is we had sent collection letters and left phone message regarding the delinquent account. A payment review of this account shows a history of past due payments with finance charges assessed. 

  Customer Answer

  Date: 05/15/2024

  I am rejecting this response because:

  The problem I have is that the majority of this bill was paid.  Ive never just not paid my bill.  The majority of the gas in the tank was mine.  Without notice (they claim they gave notice, but I didnt have any), they put a lock on my tank.  We have no other source of heat or hot water other than propane.  This really should be illegal. Their bill is paid in full now, however I have a problem with the way this was handled.

  
  

  Business Response

  Date: 05/20/2024

  We feel we have responded to this compliant to the best of our ability and our position.