Business Profile

Propane Supplies

United Propane Gas, Inc.

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Complaints

This profile includes complaints for United Propane Gas, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

83 total complaints in the last 3 years.
3 complaints closed in the last 12 months.

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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:03/10/2025
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.
Hi, my name is **** ******* I currently have a broken leg I'm unable to work etc. and my grandpa checked my propane to see how much I had. It was around 40%so he decided to order me some propane. He went down to UP and paid for 156.1 gallons of propane before the propane was delivered my grandpa took a photo of the gage. After the propane was delivered, the gage read about 50%. On the invoice it said the truck operator stoped at 55%. The tank I have is only 325 gallons. so if 156.1 gallons was added from 0%, it would be around 50% but the tank was around 30% before the operator started filling the tank. Note On the invoice from start to finish, the driver was only here 6 min.
Business Response
Date: 03/10/2025
I will have our CSM contact ** ******
Tank is 500 gallon tank, we filled 287.70 gallons and tank reflects 67% filled.
Customer Answer
Date: 03/12/2025

Complaint: ********
I am rejecting this response because: It is not a 500 gallon tank.It is a325 gallon tank. Just like it says on the receipt that I got from your driver. And there is a tag on the tank that says it's a 325 gallon tank. So if you are figuring this on a 500 gallon tank your figuring wrong.

Sincerely,

****** *****
Business Response
Date: 03/18/2025
**** is not our customer - account is under ****** ****** Please consider deleting complaint and asking ****** to create a complaint if he feels there is a problem. But here is the response from our district office.....
**** ****** is the grandson of ****** and ***** ***** and is currently living at his grandparent’s rental property. **** has three accounts, his personal account, ******** with 120 gal COT and two rental properties, ******** (tenant, ******* ******** with 325 UPG tank and ******** (grandson, **** ******) with 325 UPG tank. Both of the rental properties are adjacent to **** ****** house and are at the top of a very steep hill with the tenants and landlord refuse to keep plowed and/or salted, making it almost impossible to deliver during the heating season. The unkept, steep driveway has caused the driver to attempt deliveries several times because the customers claim the hill is clear when it was not.
I believe the tenant, **** ******, does not understand that the driver delivered the gallons that were paid for, despite the tank gauge being stuck or not working properly, he received what was paid for.
Initial Complaint
Date:02/24/2025
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.
I pre-bought gas for the year and I had route 81.7 gallons left. I called them on February 4th of 2025 to get the rest of it. Before or cold weather come in I was around 30%. Lady said she'd have to check there's a limit before they come out and I said I wasn't aware of that. She's like can you buy the extra so we can deliver. I said no cuz I don't have the money she's like. Well let me speak to ******* See you that I can do and I will call you back. I never got a call back so I called them back 2 weeks later which would be February 18th to 2025 cuz the first lady said 150 gallon. So I talked to the second lady on February 18th. She said I usually tell people 100 gallon. So you have 81.7 gallons that's probably close enough. Let me talk to him. I'll call you back. Let you know even on my lunch break if I have to to call you back and she never called me back. So last night February 23rd ran out of gas with my three kids and a wife in the house. Called today. Trying to talk to another lady. What was going on and she gave me the same thing. It's supposed to be 150 gallon before we can bring it out to you. I told the lady I've done talked to two people. Y'all gave me different answers. And people trying to help me to get what I have because I didn't have the money to buy anymore right now and the only thing she said she could do is just put it in. If it gets kicked out and get kicked out that's all that she can do.
Business Response
Date: 02/24/2025
I asked our General Manager and customer service manager to look into this issue and contact our customer ASAP. I was not able to locate his account with the address he inputted. The ***** ******* we have is in Waverly, TN.
Customer Answer
Date: 02/26/2025

Complaint: ********

I am rejecting this response because I forgot the property is under ****** ******* rental property address **** ******* ** ******** ******* **** **** my name is on there too ***** ******* phone number **********

Sincerely,

***** *******
Business Response
Date: 03/18/2025
Found account, under ****** ******* Rental Property. I gave the complaint to our customer service manager. Someone will reach out to our customer. I see a delivery for 81.7 gallons on 3/12/2025, we confirmed tank has pressure and no leak test required.

Customer Answer
Date: 03/18/2025

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,

***** *******

***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.
Initial Complaint
Date:01/23/2025
Type:Delivery 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 have been a customer for 15 years. First in my mothers name and after her death switched to my name. Spent over 20k with this co. One week ago today I went into local office and paid cash $ to have gas delivered to my home. They will not deliver to Me. I have called and begged I have run out and snow on the ground. I am older and need heat. They will not enough provide a delivery date. Never had this problem before. Always would bring gas a couple of days after I paid for it. I need my gas I have already paid for!!!
Business Response
Date: 01/24/2025
I asked our General Manager ***** ****** to have someone reach out to our customer right away to resolve this. I will add another update once I confirm we have resolved this issue.

Thank you,
***** *******
Initial Complaint
Date:02/23/2024
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.
Received a letter from the company telling me I owe them $200 no use fee because I haven’t had a need for any additional propane since I had to have the tank filled about 2 years ago over a leaking valve on said companies tank, which cost me around $600 then. I already pay them a yearly tank rental fee. Now they say I can pay the $200 no use fee or that I can pay them $300 to come pump the gas which I have already paid them for out and they would remove the tank.
Business Response
Date: 03/07/2024
To Whom It May Concern,
United Propane Gas (UPG) District Manager and *** ********* have been in contact and reached a resolution. At this time, UPG will now consider this matter closed.
Kind Regards
Initial Complaint
Date:01/30/2024
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.
The company policy is to call for refill of propane at 30%. And delivery is 7-10 business day. I ordered propane on 1/14/24, tank was 35%. As of business day #10 on 1/26/24 called Big 3 for delivery date as my propane is now down to 5%. I was told that logistics would be contacted to see if I could be place on delivery list since I still wasn’t on the list for delivery. I expressed concern as I have my 80 year old father living with me. I was told I would get a return call. But as the day went on, no return call. I turned my heat off to avoid going completely empty and not to get extra $150 fee. Went without propane all weekend. Sent my elderly father to someone else house in the family because of the cold. I waited til Monday 1/29/24. Called when they opened was told the same thing. Will call logistics and see about getting me on delivery. And a return call. Guess what. No return call. So I call back back this time I speak to **** at customer care center. I’m told still not on the list But will check with logistics to see if I can get on list. I then inquire about just getting the tank picked up so I can change to a more professional propane company. But I’m told “I don’t know the policy”. And “we are only delivering propane now not picking up tanks! This is unbelievable. I have used big 3 since 2016. They used to be good. Customer service is awful. This incident is on top of others that have happened. I asked to speak to a manager and was told there is no one else to speak to. Very frustrating.
Business Response
Date: 02/08/2024
To Whom It May Concern:
A member of United Propane Gas (UPGs) management team has reached out to Shannon Jarrett to resolve their concerns. At this time, UPG now considers this matter closed.
Kind Regards
Initial Complaint
Date:01/22/2024
Type:Customer Service 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.
On January 11, I placed an order for propane with United Propane Gas to ensure an adequate supply of gas for the heating of, and cooking in, my home. Unfortunately, even following their recommended “will call” protocols, the propane delivery has been significantly delayed. This delay in propane delivery has resulted in a nearly empty tank, leaving my household without a reliable source of heating and cooking fuel during the harsh winter conditions. This situation does not only jeopardize the well-being of my family, but has also the discomfort, inconvenience, and potential health risks associated with exposure to the cold temperatures. As a business continuity professional myself, I understand that winter weather conditions can pose challenges to propane delivery services. However, as a reputable propane gas provider, United Propane Gas should have developed and implemented effective contingency plans to address such challenges proactively. It is unreasonable for a company in this industry not to have the necessary measures in place to ensure the timely and consistent supply of propane, especially during peak demand periods. I have attempted to contact United Propane Gas multiple times over the last 11 days to seek clarification on the status of my propane delivery and to express my concerns. Unfortunately, my attempts have been met with unresponsiveness, an understanding of the critical nature of the problem, and a lack of accountability. Additionally, I would like to bring to your attention the severe lack of customer service responsiveness from the United Propane Gas’ subsidiary, Highland Rim Propane, In Manchester, TN. Despite numerous attempts to contact them by phone, I have been met with a complete inability to reach a representative. This lack of communication compounds the issues at hand, exacerbating the already challenging situation. The local office's apparent disregard for customer inquiries further underscores the need for systematic intervention.
Business Response
Date: 01/24/2024
To Whom It May Concern,
United Propane Gas (UPG) and *** ****** have reached an agreement. Our District Manager for the area that services *** ****** has spoken with *** ****** and resolved this complaint. At this time, UPG now considers this matter closed.
Kind Regards
Customer Answer
Date: 01/24/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* We greatly appreciate the district manager's outreach and honest conversation. Although we may have differing opinions regarding the long-term solution needs, we engaged in a productive discussion and gained a clear understanding of each other's perspectives. I hope work is done towards continuous improvement from our discussion. We agree the resolution to our immediate need has been achieved and appreciate the quick response by UPG. We further appreciate the BBB’s work in this regard as well.
Sincerely,
**** ******
Initial Complaint
Date:01/22/2024
Type:Customer Service 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.
can not talk to anyone other then local dealers
Business Response
Date: 01/30/2024
To Whom It May Concern,
United Propane Gas has had our management team try to reach out to *** ****** via the phone number provided. If *** ****** would like to send us his updated information to ************************** we would like to work with him to help come to a solution. At this time, UPG will consider this matter closed, and wait to hear from *** ****** so we can address any concerns he may have.
Kind Regards
Initial Complaint
Date:01/12/2024
Type:Product 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.
Switched propane supplier to another company in August and notified UPG I switched and needed them to pick up tank which they did a few weeks later. When I notified them they needed to pick it up and why , I had informed them there was a half tank of propane remaining (about 250 pounds) that I needed to be refunded for,. I was told by Taylorsville office they were sending out checks at end of month. Never got it. Called back in a couple of weeks and they asked if the tank had been picked up. I reminded they that they did. Was told again they were really busy and I would be taken care of but their main office had to initiate. No call, no phones answered. Finally left a message I was going to BBB and Consumer Protection. Manager **** pleaded to give him a chance to resolve but he had to check tank to verify. I called him a week he said it verified and I would have refund sent within a couple of weeks, 21 days max. It has been that long and I have been more than patient. I already paid for the gas and they are sitting on the money and refusing to issue a mandatory refund. I am asking for my refund for gas paid for by me that they took with the tank.
Business Response
Date: 01/22/2024
To Whom It May Concern,
United Propane Gas (UPG) has had our District Manager for the location that services *** ******** reach out and speak to him concerning our resolution. At this time, UPG now considers this matter closed.
Kind Regards
Customer Answer
Date: 01/24/2024

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,

****** ********

***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.
Initial Complaint
Date:11/16/2023
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.
Customer for 5+years renting a tank and buying propane. On 05/31/2023 tank was filled to 80% capacity and billed for $341.99. We paid this amount in full. Not sure of the date, but sometime around a month or two later the tank developed a problem with the pressure relief valve and began to intermittently release gas into the air. We reported the leak to the supplier, and they sent a crew out that day. It was decided the tank could not be fixed while full and they would come up with a plan and let me know. Within the next two days, they came and retrieved the FULL faulty tank and replaced with an EMPTY one. We waited a few days for them to replace the gas we had already paid for but ended up having to call and ask for it. Within a week or two they came a filled the tank back to the previous 80% mark but then recharged us for the gas we had already paid for in the amount of $705.46. We have made several calls and talked to multiple people who have all assured us they will get it taken care of and call us back. Each time I talk to someone, they tell me they are trying to figure out how much gas was in the original tank so they know how much to charge for the replacement gas. The original tank gauge had a reading of 80% when they left with it. The replacement tank and gauge read 80% so, should be even. But they are billing for the whole amount. When in fact we rent the tank from them, so maintenance of the tank or failures of the tank resulting in gas loss should be their responsibility to replace. We do not owe for the replacement of the gas we had already paid for when the cause was their faulty tank in the first place.
Business Response
Date: 11/22/2023
To Whom It May Concern,
United Propane Gas (UPG) and Mr. Wash have spoken and reached an agreement. At this time, UPG now considers this matter closed.
Kind Regards
Initial Complaint
Date:08/23/2023
Type:Billing 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 have a propane tank on my property that i have been asking to be removed for over a year. This company seems disinterested in helping me. I dont use propane now and never will again. I have called many times and sometimes i get thru but mostly do not get to talk to anyone. I am beyond done with United Propane, worst customer service i have ever seen.
Business Response
Date: 08/29/2023
To Whom It May Concern
United Propane Gas (UPG) and ***** ****** have reached an agreement, and I believe the tank was picked up from the customers location. At this time, UPG now considers this matter closed.
Kind Regards
Customer Answer
Date: 08/31/2023

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,

***** ******

***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration.

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United Propane Gas, Inc. is NOT a BBB Accredited Business.