ComplaintsforBob's LP Gas, Inc.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had to switch from Bobs LP gas because we went without gas last spring for one week and had to find another gas company to provide us with heat and hot water. My problem is that BobsLP left there tank on our property for the last 6 months with about 500$ in propane. We have not been reimbursed for this propane and they have not picked up the tank for the last 6 months despite weekly calls to the company telling us “that we are on the pick-up” schedule. I don’t know what more to do to get reimbursed and for them to pick up their tank. Please help me.

  Business response

  03/29/2023

  Verbal Response: Refund was sent to the consumer.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I can NOT get them to fill my propane tank, iv call for 4 weeks now and still noting. I will be out of gas today and they still wont come. How can they do this to people?

  Business response

  04/29/2022

  So very tired of frivolous complaints.  How do I answer...  This person got his delivery of gas the day before he made this complaint.  They make it sound like we do nothing for our customers however, we care quite a bit about customers.  Chasing empty complaints is time consuming and takes away from other customers. 

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing this complaint on behalf of my mother, ***** ******* *********. She is elderly and unable to speak very well. She has done business with Bob's for years. At the beginning of October 2021 my mom started calling Bob's requesting propane. They kept telling her she was on the list for delivery but they could not provide a delivery date; their reason was they were shorthanded. Mid October I got involved and spoke to Crystal. She gave me the same story about being short handed. Finally by the end of October I found another propane provider and cancelled service with Bob's. When I called to cancel service I requested a refund; my mother has a credit of $400.00+. I was told by Crystal that they only process checks once a month and that her refund check would be processed on the 25th of the month. I also requested that they pick up their propane tank so that my mom could be credited for the unused propane still in the tank(she has a 250 gallon tank and 15% propane remains). Crystal stated as they were shorthanded she could not provide a date as to when the tank would be picked up. She stated they would refund my mom the initial credit of $400.00+ and then once the tank was picked up they would issue another refund for the remaining propane. I contacted Crystal the week of Thanksgiving to verify my mom's refund would be processed since Thanksgiving was on the 25th. Crystal said if the refund was not processed that week it would be processed the following week. I made another call on December 1 to verify the refund was processed and mailed. I spoke to a person by the name of Ange who informed me that Crystal had given me wrong information. My mom's refund would not be processed until the tank was picked up and of course she could not tell me when that would take place as they are shorthanded. I requested a call back from her boss and have not heard from anyone as of yet. $400.00 is a lot of money that my mom needs to pay other bills. Poor customer service.

  Business response

  02/11/2022

  Verbal Response: Check was issued and cashed before complaint with BBB was filed by consumer.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bob’s LP gas does not deliver propane after taking the money for it. I’ve been waiting over a month now I’m down to three percent in my tank. This has been going on for the last three years. But they do throw out there if you pay a extra $100. For delivery you might have a chance. The Holiday’s are here and I have no HEAT. Thank you

  Business response

  11/29/2021

  We are in receipt of the complaint sent to you on Nov. 23,2021. First I would like to say that we did not collect money for a delivery then refuse to deliver.  We did not collect money until the day of delivery which was on November 23, 2021.  They did call in on October  15, 2021 at 40% so as normal practice we put them on the schedule for delivery.  When they called again on November 2, 2021 at 15% we moved them up in rotation although this was completely out of character for this tank to use this much propane in such a short period of time.   We did explain that we have several employees out with covid and we would get to them just as soon as we could.   They called numerous times in a day each day and finally said they had 3%  which again is out of the normal for this tank usage.  We took our driver off his route to rush over and get this tank.  When we got there this tank was on 18% and the customer was not in danger of  having no heat.  Not having the correct percentage has put other customers from our drivers route he was on  in a true crisis.  Thank you.

*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. ↩