ComplaintsforParaco Gas

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an inspection for my tank after buying a home. When the technician came he performed his inspection and then at the end could not light my furnace pilot light. They stated the furnace was broken because it was old however it was working before they came. They then told me to get the part off ****** and fix my propane furnace myself, then left me without heat. It’s been three days without heat in below freezing weather, and they have not come to fix it despite numerous calls to the company. In my opinion being without heat in this weather is an emergency and should be treated as such, and this company has not shown any urgency in fixing the matter whatsoever.

  

  Business response

  01/31/2024

  Re: COmplaint ID ********

  Upon reviewing the matter, it is important to clarify that we have been in constant communication with both ******** and her boyfriend throughout the resolution process. The challenge stems from the fact that their heating unit, being over 30 years old, is no longer in production, necessitating us to source a replacement part. It is crucial to note that, despite the challenges, the customer was not left without heat entirely, as they have a functional pellet stove that was operational when we concluded our service.
  We understand the importance of prompt resolution and customer satisfaction. We have taken immediate action to address the customers concerns; we have been in constant communication with ********. As of our last service call, January 26th , the customer was able to use their furnace.
  Should you require any further documentation or information, please do not hesitate to contact us at * *** *** ***** We appreciate the role of the Better Business Bureau in facilitating communication and aim for a fair and transparent resolution.
  Thank you for your attention to this matter.
  Sincerely,
  Paraco Gas

• Initial Complaint

  02/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The original installation was "completed" 11/4/22. I have currently paid $7000 to the company with an outstanding balance of $4139.40. The business committed to providing me a heat pump/central air system that could keep my house efficiently warm until -5 degrees OA. After continuous efforts at getting the system up and running properly Paraco Gas is pushing me constantly off. There is ceiling damage done by condensation due to improper installation. There are cut parts of the ceiling from misjudged register installation. The line set is soldered instead of brazed. The temps coming out of the registers is an average of 75 degrees with a 40 degree OA. When attempting to hear from a manager I have only been put in contact with the sales person. Account # *******

  

  Business response

  02/16/2023

  Paraco prides itself on providing the quality, reliable service that our customers have come to expect from us. Instances in which a customer feels we have not lived up to those high standards are thoroughly investigated and addressed to ensure future interactions exceed expectations. 
  The concerns experienced and outlined by the complainant after the initial installation of his heating and cooling system in November 2022 have been addressed in an effort to try to make right this unfortunate situation. Paraco is proud of its long history of providing superior service and is glad that in this situation we were afforded the opportunity to address his concerns and work to make thing right. 
  
  

  Customer response

  02/16/2023

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

   

  The response given is a cookie cutter response. Nothing has been done. No other contact has been made. After reaching out multiple times about this system nothing has been done attempting to get the issue resolved. 

   

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

  Customer response

  03/02/2023

  Hello ****,

   

  Below is what I would like added if possible.

   

  Upon continued attempts to reach out or receive any communication for a resolution I have gone to the equipment's vendor. The vendor recommended a new company come out and fix the setup. At this point I would like the amount charged to my card today (3/2/23 for $376) refunded and the rest of my balance ($3763.40) cleared for the 4 months that I have used excess electricity and oil to heat my home through the entire winter. On top of this the cost that I had to pay another company to finish the installation properly and for when I get the estimate back to repair my ceilings that are still damaged. I do not wish for Paraco Gas to work on my system anymore.

   

  Thank you,

   

  *** *

• Initial Complaint

  08/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Monday Aug 15 I received a text from my neighbor reporting the Paraco Gas had taken down my fence without my knowledge or permission to claim their tanks. I didn't know that Paraco Gas owned the tanks (no name on the tanks) & went with a different provider for my propane because Paraco Gas was too expensive. Long story short there was 3 tanks in the yard at which 2 tanks had 65% & 1 tank 66%. I paid over $4 a gallon and Paraco Gas was unwilling to reimburse me more than $1.99 a gallon. This is stealing because they reclaimed the propane to turn around and sell it to a consumer at market price. I have spoken with several people trying to resolve this issue but have got nothing but sorry. It's now Aug 27th I have not received any check in the mail! I have been without propane since Aug 15 and have had to heat water in pans to get washed daily.

  Customer response

  09/02/2022

  **** ******* ********

  I received a check via ***** dated 8/31 on Thursday. But this still doesn't settle the dollar amount they payed me for the propane.

  Thank you

  ******* ******** 

  

  Business response

  09/02/2022

  Paraco strives to work with our customers and help in presenting options and alternatives when needed. Over the past several years, numerous attempts were made to reach out to the complainant by phone with special offers available however all our calls went unanswered. After an extended period of delivery inactivity (over 3 years), the need for our tanks to continue to remain on site if they were not in use was asked. 
  In March of 2022 written correspondence was sent to the complainant requesting contact to advise us whether or not the tanks on site were still being used and cautioning that failure to respond would result in the removal of equipment from the property. Again, we received no response so the process of tank removal was completed 5 months later in August 2022.
  When we visited the site to reclaim our equipment, credit for the gas remaining in the tanks at that time of their removal was calculated and issued based on the price per gallon the complainant had paid us at the time of her last delivery. Paraco could have no way of knowing that the complainant had been allowing another company to deliver gas to our equipment, in violation of its use agreement and cannot be expected to reimburse for something delivered by another provider that we did not receive payment for. 
  We do sympathize with her frustration and are saddened by this regrettable, but avoidable situation. Although we are unable to refund gallons reclaimed at pricing paid directly to another supplier, we did as a gesture of good faith reverse all fees associated with the equipment removal and have processed a refund for this customer for the total amount due her. 

  Customer response

  09/06/2022

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

  In response to Paraco's message, I would like to first address that periodic sales calls [w/ intent only to sell] and a SINGLE mailed letter more than five months ago, which I have no recollection of receiving therefore cannot confirm whether it was simply lost in the endless junk mail letters sent by most gas companies trying to win business, does NOT constitute any reasonable nor timely attempt to make a customer aware of important updates or information related to policies or user agreements. Nor does it in any way give a business, or individual, the right to trespass on private property whenever they choose without some sort of reasonable notification timeframe. 

   

  A reasonable timeframe that would include giving the possessor of the tanks time to set up an alternative option with which to transfer the rightfully purchased propane contained in the tanks, and ultimately not have to suffer a disruption in service. 

   

  The driver and operator of the Paraco vehicle that came on my property when I was not home, proceeded to disassemble my fencing, and, what's worse, knowlingly damaged the property while operating the truck's equipment.

   

  When approached by concerned neighbors, the Paraco employee admitted that he had not contacted or notified the resident. He explained that he knew me so somehow that made it okay to take my fence apart. He also admitted to the neighbors that he had damaged the concrete steps, as they approached him as he was photographing some of the damage.

   

  There has been NO communication regarding how they plan to resolve that.

   

  But the fact remains that reasonable notification was never made, which would have allowed me to transfer my 'bought and paid for' gas to a new tank system. (And, per both my neighbors present at the time, the Paraco employee HAD my cell phone number saved in his phone l, giving him ample opportunity to call or even text me of his intentions).

   

  Instead, they have stolen 196 gallons of gas that they will now turn around and sell for profit. I now have to replace those stolen 196 gallons at TODAY'S market prices. They also had the audacity to charge me a "restocking" fee for the stolen gas. 

   

  I have been forced to scramble and go without hot water for weeks trying to get a new account set up. I believe the only ethical and fair way to resolve this is to reimburse me for the cost of 196 gallons taken illegally while trespassing on private property, at the price that it will cost to be replaced in today's market. In addition, I believe that Paraco has an obligation to act on the issue of the damage to the property and its necessary repair.
  
  Sincerely,
  
  ******* ********

  

  Business response

  09/16/2022

  Multiple attempts for communication with the complainant over the past several years went unanswered including both phone messages and written correspondence advising of the impending tank removal. Months had passed between the time the removal notification was sent and the time we came to reclaim our equipment, which we feel was ample time to coordinate next steps. Further, Paraco’s right to access customer property for the purposes of both delivery or removal of equipment is written into our account agreements at their inception.  
  In her original complaint, this customer admitted to having our company’s tanks filled by another provider(s) due to price concerns. At no point did she contact us to discuss those concerns and try to come to an agreement; we would have been happy to work with her to assist and try to retain her business. The sales calls she mentioned in her latest rebuttal was our company’s proactive attempts to offer her lower pricing over the years through various deals and promotions that could be of benefit. Sadly, we were not afforded the opportunity and deliveries were secured from other sources in violation of our use agreement.
  While we do understand her frustration and hate to hear that she experienced such a delay in securing new tanks from her current supplier we still maintain that Paraco cannot be expected to pay the complainant monies to which she did not pay us. To try to assist, all fees associated with the equipment removal had previously been reversed helping to increase the amount of the refund check for her, which has already been delivered. 
  
  

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paraco's customer service is atrocious and needlessly caused me to spend funds that appropriate notice could have easily prevented. Unbeknownst to me, Paraco put a delivery stop on my account because two "anode bags" supposedly needed to be installed in my propane tanks. The company did not telephone, text or email to notify me about the "stop." When the tank ran out of gas causing me to lose hot water, I called and spent money for a plumber thinking it was a plumbing issue. When the plumber informed me the tank was out of gas, I called Paraco multiple times to address the "anode bag" issue and get my tank filled. Finally I was able to set up an appointment for August 11 to have the bags installed and the tank filled the next day. Today, I called Paraco to confirm that the bags were installed and the tank filled, only to be told by Paraco that none of these things had happened and that I personally had to dig a hole so the bags could be installed. Again, Paraco neither called, texted or emailed to inform me of any of this. Of course, I am still waiting for an explanation from the manager, "Joe", who will undoubtedly never call to get this problem fixed. Worse yet, I am about to run out of propane and lose hot water again. I cannot stress enough how frustrated and disappointed I am with this company and the disregard in which they hold their customer's needs and wishes.

  

  Business response

  08/17/2022

  Paraco is always saddened to hear of instances in which a customer has not been satisfied with the level of service they have received; helpful, prompt and safe service provided to our customers is paramount. 
  Adhering to and maintaining safety standards is essential for the safe operation of any propane system. If a customer owns their own equipment, they bear the responsibility for its maintenance, upkeep and for any portions of it that may need repair or replacement to maintain compliance. 
  Customer owned tanks, such as the tank owned by the complainant, are subject to these same standards and safeguards in place to ensure their integrity. If certain components of that system fail upon testing (as the underground, leak-detecting anode bags did in this case) they must be replaced in order to safely continue deliveries. Any work needed to and for customer owned equipment can only be done at the request and expense of the homeowner.
  The complainant was notified of this failure in September of 2021 through his invoicing but did not reach out to us to schedule the completion of that work. A delivery hold was then placed on his account so no propane would be delivered until remediation of that safety failure was made. Once he contacted us and all the needed access to perform the work was provided, we were happy to arrange its completion to bring the propane tank back into compliance. 
  The remote monitoring system installed on this underground tank indicates that there was at no point a total propane runout due to the delivery hold on his account, despite the experience of no hot water due to a low-pressure scenario. We have since arranged to expedite a delivery to him to help allay any lingering fears of being left in a low/ no propane situation again. We understand and sympathize with his frustration in the process but are glad the situation has now been remedied and we can move forward safely and amicably. 

  Customer response

  08/17/2022

  
  Complaint: ********
  
  Paraco's obvious whitewashing of my experience  is disappointing,  though hardly surprising.  The issue here is NOT whether safety protocols required the installment of anode bags on my propane tank, but about Paraco's utter failure to engage in necessary and appropriate communication with its customers.

  According to Paraco, I was "notified of the [Anode bag] failure in September of 2021 through [my] invoicing but did not reach out to us to schedule the completion of that work."  As the attached invoice shows, this "notification" appears in small-font next to a generic heading called "Service Note."  Paraco also "notified" me in similar small-font text that my account was "on temporary delivery stop."  Paraco does not deny that this is the ONLY "notification" they transmitted that there was a safety issue with my propane tank, let alone that they were no longer supplying propane to my tank.  

  Self evidently, any customer who pays their bills with automatic bill pay is NOT going to receive these notifications.  Even customers who are not on automatic bill pay are unlikely to read anything on their invoices other than the amount they owe.

  More fundamentally, it is reasonable to believe that in light of the serious safety implications Paraco itself acknowledges, a representative would have gone to great lengths to affirmatively reach out and contact me about what they observed and that I would no longer be supplied with gas.  Of course, none of that happened.  Paraco did not telephone (though they have my number); email (though they have my email address) or text.  

  Even when I became aware of the problem and scheduled a date for the bags installed, Paraco imposed on ME the obligation to call and find out if the work was performed and the gas supplied.  It was only after I called that I learned the work was not done. 

  Now, Paraco suggests to the BBB that it was MY fault for "not reach[ing] out" to the company to fix the problem they supposedly "notified" me about in September 2021.   This sort of deceptive argumentation only reinforces the notion that Paraco is not an organization that acts in good faith or meaningfully addresses its customers' concerns.

  Needless to say, I am deeply dissatisfied with the company's response and its handling of this problem, which necessitated multiple telephone calls, complaints and expenditure of funds.

   

   

   

   

  

  Business response

  08/26/2022

  Any instances in which a customer is unhappy with the level of service they received from Paraco is regrettable and we are sorry that the complainant has had such an experience with us. While we always strive to ensure our customers are comfortable and satisfied with the service(s) received that may not always be the case and for that we are sorry.
  

  Customer response

  08/26/2022

  
  Complaint: ********
  
  I am rejecting this response because I deserve a refund of the $290 I spent on a plumber to advise me that the propane tank was out of gas. 
  
  Sincerely,
  
  *** ******

  

  Business response

  08/31/2022

  Kindly forward documentation/ invoicing for said costs incurred as well as proof of payment to us directly at *********************** for consideration.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I reached out this this company on July 25th regarding a delivery. Over the phone I was given incorrect information. I emailed their service requesting to speak to a supervisor and no one has reached out to me. I received a letter in the mail that they are increasing charging me more because of a balance that is in the account. Yet my request to speak to a supervisor was regarding this balance. I have dealt with poor service over the phone and they used this tactic to suggest they are taking more from me each month. This does not seem legal and I need assistance getting corporate information because this company is not reaching out to me

  

  Business response

  08/04/2022

  Paraco is always disappointed to hear of any instance in which a customer was unsatisfied with the quality of service they were provided. If a customer feels the need to escalate a concern they have it is taken seriously and investigated as such. 
  
  Miscommunications and confusing or conflicting information is always regrettable. Paraco prides itself on its commitment to our customers and their trust in our business. We do apologize for any confusion in answering and addressing the complainants inquires however, situations such as this, do afford us the opportunity to review interactions, provide more targeted training and improve process as an organization going forward. 
  
  We are glad to report that upon communication with our team, the complainant’s concerns were addressed and an amicable arrangement has been made with the customer. We value her business and hope to continue to be of service in the future. 
  
  

*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. ↩