ComplaintsforHocon Gas, Inc.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was required to sign up with Hocon Gas at my new place. I went through the process, but the issue came when they said they needed a $400 security deposit to start service. The first thing I did was reach out to ********** to see if I had a deposit with them for gas and electric as: 1. I'd like it back after ending gas service if I did have one 2. I wanted to see how much I had with them and if $400 was normal. I had no deposit with them. I then follow up with Hocon Gas and ask if they made a mistake. Perhaps they meant to write $40 instead of $400? Why would I give them ~1 years worth of gas payments up front? It was not a mistake or a typo. After following up, the collections manager (Alfred Z******) told me: "You need to check your credit report. You have many charge-offs and collections items." Now I am flying to check my credit report because I assume someone stole my identity. No one stole my identity and my credit report was as expected. The report showed a 759 score, 0 late payments, and 1 (disputed) collection item. I send back a screenshot of my credit score and ask him to explain the "many charge-offs and collections items". He accuses me of lying and sending someone else's credit score. I then send him a VIDEO of me browsing my credit report and show him my full name, previous addresses, and a variety of line items on the report (student loans mostly). Even after the video he still accuses ME of lying. He also sends me the credit report he pulled which ALSO only shows the 1 collections item and no "charge-offs" (although there is a difference in the score, his report shows a 674 score). Is the gas industry in such dire straits that you need to abuse your local monopoly to strong arm people into "letting" you hold a full years worth of payments up front, even if it means lying about someone's credit and then accusing THEM of lying when they fact check you AND provide multiple forms of proof? This is a ridiculous way to run a business.

  Customer response

  05/23/2024

  Hi,

  I have still not heard back from the business and it has been over 2 weeks. I also do not see my complaint listed on their BBB page.

  How long do they have to respond and when will my complaint be added to their page? Do you penalize them if they don't respond (in terms of their rating on your site)? Just looking for more insight into the process.

  Thanks,

  ******

  

  Business response

  06/14/2024

  Mr. *****,

  I apologize if you were not given clear information regarding out meter deposit process.  Meter deposits are a common practice in the propane industry and our credit manager should have communicated differently.  The deposit is established for residential customers per the contractual agreement with the facility to provide propane to their tenants.  It is fully refundable upon move out, minus any fees or charges that were not paid upon move out.  Unlike the natural gas industry, propane companies are independent and have little recourse should a tenant move without notice to us.  We cannot speak to Eversource's business practices as they are governed and regulated.  

  I hope this helps you understand the meter deposit and how you will be reimbursed in the future at the end of your tenancy.

  Customer response

  06/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I received my first monthly bill for a grand total of $9.52 (Nine dollars and fifty two cents). The deposit you asked for was $400 (Four Hundred Dollars). Requiring >40x my monthly bill up front is ludicrous and a predatory business practice. I am still demanding a refund of my security deposit. I had suggested a $100 deposit (roughly a full years worth of payments) initially, and I will accept a $300 refund and keep a $100 deposit with you until the end of the service agreement.

  
  Sincerely,
  
  ****** *****

  

  Business response

  07/03/2024

  As previously stated, the meter deposit is a practice in the propane industry adhered to by Hocon Gas, and is established for residential customers per the contractual agreement with the facility to provide propane to their tenants.  While I appreciate his comment stating that it is a forty times his monthly bill, in reality, the gas utilization is minimal this time of year since there is no heat load.  The colder months where there is heat load will better align and paint a clearer picture for Mr. *****.  I understand the concerns the customer has, but they are based on a misunderstanding that his bill will be the $9.52 amount that he mentions in his rebuttal consistently throughout the year. In reality, this will not be the case, as there is considerable heat load through the colder months and no heat load this time of year.  Hocon must apply our policies consistently and fairly for all customers and will not be modified at this time. 

  Customer response

  07/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The company is attempting to claim that the policies they created themselves must be applied in a certain way. This is complete nonsense. I have no doubt that they unfairly charge oversized deposits to all of their customers. I see no reason why I should be taken advantage of just because they take advantage of their other customers. There is no logic in that. This unscrupulous business needs to return my deposit immediately.

  
  Sincerely,
  
  ****** *****

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I used to be a customer of Hocon gas. When I first began service with them I reported the smell of gas via phone and email and Hocon gas did not show up for 5 days and did infact find that there was a gas leak. Last month I terminated my services with Hocon and returned my tanks. I took pictures of the tank levels they were returned with and Hocon only credited me for 22.40 gallons of propane when I returned ~71 gallons of propane total between the two tanks. I have spoken with them many times and everytime I call they say that the person who would be able to correct this is out or unable to come to the phone and they would return my call but no one ever has and no one has credited me for any propane that I returned. I don’t know what else to do to get them to refund the 71 gallons of propane that they owe me. I emailed them the pictures of the levels in the tanks when they were returned. I have copies of the emails. What they are doing is not right and I would guess not coming the day a gas leak is reported is a violation of some kind also.

  

  Business response

  02/15/2024

  We apologize that our office did not handle the situation in a timely manner and correct any errors on their part.  Reviewing the gauge readings the customer sent, it appears there was 68.4 gallons left in the tanks when returned, not the 21.4 gallons credited.  We have instructed the branch to make the adjusted credit immediately and submit the paperwork to our corporate office for processing the customer refund.

  Customer response

  02/15/2024

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

• Initial Complaint

  08/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently closed on a home that HOCON had delivered propane to in the past. A day before the closing the sellers agent reached out to HOCON to do a reading and ascribe a value to the remaining propane which HOCON did. The handwritten note was submitted to my attorneys para legal and entered into the official record. After the closing I come to find out that HOCON valued the propane at $4.78 gallon when the current rate was $1.98 resulting in a $2,200 dollar over charge. I was outraged and called them immediately after I found out. I also called the ******** ******* ** ** to lodge a complaint. HOCON was unapologetic, basically too bad we screwed you not our problem, your not our customer The attorney general's office said unfortunately there are no laws protecting consumers from over estimating value. It's just plain bad business.

  

  Business response

  08/25/2023

  Typically when a home is being sold, the seller will call their current propane supplier to take a final reading and credit the gas to the seller that remains in the tank.  The industry standard is based upon the readings, the value is calculated by counting back the deliveries to equal to the number of gallons remaining in the tank and the price charged for each delivery is then multiplied by the corresponding delivered gallons.  In this case, the tank is customer-owned, so Hocon would not be giving a credit since the tank was not leased and owned by Hocon.  The seller or the seller's attorney called to find out what the value was based on the customer purchases.  Our CSR utilized this standard method and offered the value for the gas based upon the calculations.  The value given was the value of the gas the customer had purchased from Hocon over the past few deliveries.  

  Unfortunately, after the sale was executed, the buyer decided to shop around for his propane, which is his prerogative since he now owns the tank and can control who services and fills it.  He found a cheaper price, which is quite common for introductory pricing in the marketplace.  He now alleges that Hocon benefited from the deal based on his misconception that Hocon delivered gas on a handwritten note, rather than a delivery ticket.  This assumption is wrong and was explained to him.  The form was a handwritten service work order where the CSR calculated the gas left in the tank at the time of the closing and nothing more.  There were no additional deliveries to the home and Hocon was not party to the transaction and did not receive any additional payment, nor issue credits to anyone.  There is nothing for Hocon to refund or credit because Hocon did not own the gas in the tank at the time of the closing and did not charge for anything. 

  Mr. Furnari has since gone to the **** ****** and was told there was no wrong doing on the part of Hocon.  We simply provided a value to the seller.  We suggested that he contact his real estate agent or closing attorney to discuss options for renegotiating with the seller.  

  Customer response

  08/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Customer response

  08/28/2023

  HOCON’s response simply falls short in explaining how they arrived at a price that was almost 2.5x the market price. There are also several other omissions in their response. 

  The “standard method” for calculating value is not historical value over years but market price on the day of the reading or of the closing. Gas, heating oil prices are usually adjusted each day based on the current market. Every other oil company does it that way, I’ve asked many. Somehow HOCON has an alternative method which they have yet to disclose.

  Another inaccuracy is that I did secure a new supplier (*****) however the price is not an introductory price. I’m paying the current market price just like every other customer whether existing or new. It just happens to be more than half the price HOCON is charging. Additionally, anyone can look up the market price for propane on any financial website. The price of propane has consistently been below $3 since 1996. Propane reached $3.50 in March of 2015. Even after accounting for delivery and margin you can’t justify $4.79. 

  I did call the ******** ********* office, however, they did not say there “was no wrongdoing” on the part of HOCON. They said there is no law on the books to prevent a company from making up any price they want. Legally no wrongdoing but morally there was. They went on to offer the opinion that this is just a bad business practice. I would agree.

  I am of the opinion that a mistake was made in arriving at $4.79 however instead of correcting it HOCON is doubling down and trying to rationalize their mistake. Their “error” cost me real dollars in over payment. Is this the kind of company you want to do business with? I would never do business with a company that operates this way.

   

   

   

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I began new propane service w/ Hocon. When tank was installed, I did not like the location, so I reached out to Hocon to have it relocated. When the Hocon team arrived at my home to relocate the tank, they stated that a mature shrub would need to be cut in order to place the tank where I wanted it placed. My husband cut the shrub. AFTER the shrub was cut, the Hocon team stated that it could not be relocated to the new desired location. The tank remains exactly where it was initially located. The Hocon team should have determined FIRST if the tank could be placed in the desired location BEFORE directing my husband to but a mature shrub from our landscaping. I am seeking to have Hocon plant another mature shrub of my choice in the place where the shrub was cut.

  

  Business response

  07/10/2023

  We have had several conversations with both the husband and wife regarding the installation at there home.  After all is said and done, we have come to an agreement with the customer and everything is now all set and the customer states they are now satisfied.

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around Feb 2023 hocon servicemen come to check the heating system,I was infoemed that the igniter nedd to be replaced,, on March 20 2023 heat stop working, they(hocon) send the thech and again I was toll the ignitor no good need to be replaced, the company send me a bill for $556.82, why?

  

  Business response

  05/05/2023

  On November 22, 2022 Hocon responded to a no-heat service call at the customer's home.  After diagnosing an issue with his heating system, it was determined that the ignitor had to be replaced.  The unit tested out and functioned properly until March 20, 2023.  A technician was dispatched and found the ignitor had to be replaced again.  After four months between the service calls, the parts replaced were working properly.  In light of good will, Hocon will credit the cost of the second ignitor ($122.00) and for the second service call charge ($150.00), plus tax to the customer's account.  The credit will be available to use for future service or fuel charges.  If we can provide further information, please feel free to reach out to the local branch for assistance.    

• Initial Complaint

  11/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hocon has consistently failed to deliver propane despite our contract being ‘auto delivery’ where there is no tank reading on our part and they should maintain tank and supply consistently. When they do come, every single time the service person does not do it correctly and we are now without connection to our tank- no heat, water, or cooking. Then they try to add emergency service fees for their mistakes. They also gave us a set price which they always mess up, stating clerical error… which takes much time to fix.

  

  Business response

  12/27/2022

  We apologize that the ******** did not experience exception service from Hocon.  We have reached out to the customer in order to verify what appliances the customer stated in the complaint that they use propane for heating.  Our records do not include heat, so we want to make sure they are on the best delivery cycle possible to prevent run outs in the future.  We have adjusted the schedule, but will attempt to fine tune it further with better information.  In an out of gas situation, a driver is dispatched to make the delivery, but must shut the tank off.  A service technician is then dispatched in order to do a leak test and safety check to make sure there are no issues with the equipment to the home.  Our records do not indicate any special charges associated with the run outs.  However, in the interest of customer service, we have also placed a credit on the customer’s account. Should the customer experience further issues with their account, they should contact the office and ask to speak to the manager.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  When calling to schedule a propane delivery I got rudely greeted by a woman in customer service named “Karen” . She was explained that there in a baby in the household and due to extremely drop in weather temperature we need a delivery for heating purposes . She was very rude and refused a to schedule a delivery due to a $100 balance . She did not cooperate or was willing to allow us to pay the balance within a week . She was extremely rude and said they will delivery it if “cash in hand” to the driver! She did not care that there’s a child in the house who’s battling with rsv and asthma!!!! In the near future I will certainly never due business with HOCON . This Karen lady lacks customer service skills and shouldn’t be answering customer phone calls .

  

  Business response

  10/07/2022

  While we will not comment on a particular customer’s account regarding any financial activity, arrangements or history details, we can address issues regarding our Customer Service Representatives (CSRs).  Our CSRs are trained in proper telephone communication techniques and to interpret different scenarios regarding customer service, safety and emergency situations.  In this instance, the customer called for a propane delivery and alleges a negative attitude on the part of our CSR.  We do apologize for any sense that the customer felt there was no empathy for her, as we feel each customer is our primary concern and should be the focus of good customer service.  We have addressed the situation with all CSRs in our facility to ensure we treat each customer with the respect they deserve.  A delivery was scheduled and tank has been filled.     

  Customer response

  10/07/2022

  
  Complaint: ********
  
  I am rejecting this response because: the tank has been filled and delivery issued because I had to reach out to social services to help me with the delivery ? if they did not help I still wouldn’t have a delivery scheduled .
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We sold our home in ********* ** on June 29. Hocon's Tank on our property had approximately $900 of propane contained in it. As of September 1, we still haven't received reimbursement of the $900. However, we did receive a bill for $166 for them to come out and read the tank on day of closing. Despite frequent calls, I continue to just get a run around. They are now telling us it will take 4-6 weeks more to receive a check in the mail. We will let the facts speak for themselves here. My personal impression is that this is a real scam compared to how the oil companies work upon the closing of a home sale,... where the attorneys handle the $ transfer at closing. Hocon insisted that they will not let the closing attorneys manage this. Please find below pictures of the tank and gauge taken immediately prior to closing.

  

  Business response

  09/07/2022

  Mr. ******** informed us on May 31, 2022 that he was selling his home and no longer wanted deliveries.  We responded with the needs of the customer by scheduling a tank reading on the day of closing.  We had received the buyer's information and were working with them on account set up.  Unlike the oil industry, home ownership transfers are handled through the propane company and not the closing attorneys because of tank ownership.  The propane company reads the tank, credits the old owner and bills the new owner for the propane in the tank at time of closing.  It also gives the propane company a chance to assess and do a safety check on everything once the new account is established.  

  We read the tank on 6/29/2022.  Once the work order was processed, a credit was calculated based on the price Mr. ******** paid for the fuel.  A refund was processed on 8/3/2022 in the corporate office and a check created and was mailed thereafter.  If the customer did not receive the refund by now, he should reach out to our local office in ********* and inform them of the issue so we can track the payment.   

• Initial Complaint

  04/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We purchased a property in January and have been renovating it. It has a propane tank supplied by Hocon. In April 2022, I received a call from them saying they need to urgently do a safety check. I told them we are renovating but they insisted and gave me a date for 04/21 and said they would call before coming. did not call - when I called them they gave a new date and never called or came again. They appear to have come on 3/30 without letting me know because I received a bill from them for just coming out (but not performing safety check because we are renovating - which I had already told them). This was billed at $150 about whcih I was not even informed. On top of it they filled the tank which I did not ask for and want because I had decided against using them for a total bill of $568. I called on 04/19 and after a discussion with Desiree i was told the account would be cancelled and the tank picked up and that I would be sent an email. this has not happened, I called twice again late 04/19 and 04/20 and there was no one to speak to and I have not received any information. I need someone to cancel this, take the tank and gas back and refund me.

  

  Business response

  05/04/2022

  We apologize that the customer had a perceived bad experience with our customer.  The customer completed a credit application in January to establish the account.  As part of all new customer relationships, we require a system check to make sure nothing has been changed or out of order since the last customer utilized the equipment.  The original schedule was for 3/24, but service had to schedule it on 3/28 and the technician was dispatched.  They could not perform the safety check, so they capped the line and billed the customer for the gas that was in the tank.  The intention is that when the customer finishes their renovation, we will be able to complete the safety check and reintroduce gas to the home.  The customer called to dispute they had opened the account and requested the tank to be picked up.  The tank is a horizontal tank, which needed a specialty truck to retrieve it due to its location.  The work was performed on 4/25/2022 and credit was issued to customer on that date.  Credit was processed on 5/2/2022.

  Customer response

  05/05/2022

  
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The previous owner of my house leased a Hocon propane tank. I have no lease agreement with Hocon and I want the old tank removed from my property. On October 29 I scheduled an appointment with Hocon to remove the tank on November 19. Hocon didn't show up. I called on November 20, and Hocon scheduled to pickup the tank on November 30. Again, Hocon did not show up on 11/30. It's now December 2, and I have been trying to get this old tank removed from my property for over a month.

  

  Business response

  01/31/2022

  Service has been shorthanded due to Covid illnesses and also due to workforce shortage.  The customer contacted us after the heating season had started and our priorities had to shift to servicing customers.  It took us a while to locate the correct account under the former owner.  When the weather breaks, we will be out to pick up the tank.

*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. ↩