Complaints

• Initial Complaint

  01/23/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  01/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  can not talk to anyone other then local dealers

  Business response

  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

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  11/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  08/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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. 

• Initial Complaint

  08/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 8, 2022, I ordered propane online since all calls I made to the Paducah, KY office went to voicemail and I never received a call back. The tank was below 30% and I wanted to make sure we had gas, especially with a young infant at home. I never received a gas delivery. After calling any and all KY locations I could find, someone finally answered the phone, told me they could not find a record of the order and would place one for me and have delivery scheduled before an upcoming winter storm, this was on December 19. On December 23, I received a call from a regional manager. To say he was rude and uncaring is an understatement. Basically, he told me they never received an order until the 19th, that it was my fault for waiting until the tank was so low before ordering gas and an emergency delivery would be scheduled, but not until after the storm. We depend on propane for heat, so to me, the fear for my family's safety was real. I told him to forget it, he lost my business and to come get the tank ASAP. By chance, we were able to reach out to our regular delivery driver thru a mutual friend. He was surprised and said he never received the delivery order, even the one from December 19. The tank was picked up in the spring of 2023, right after they sent me a bill for a tank rental. I've called repeatedly to talk with someone about the bill, because I do not owe this money and the phones are never answered, messages are never returned. Just to clarify, my account balance was $0 before this whole scenario started. This company has changed drastically since we first started getting gas from them. They went from being the kind of gas company that would reach out to you to make sure you had enough, to one that doesn't care if you freeze to death.

  Business response

  08/29/2023

  To Whom It May Concern 

  United Propane Gas (UPG) and our GM for the market that *** ****** falls in, has tried to contact *** ****** via phone call and email.  If *** ****** could please respond to that email, our GM will gladly work to resolve any concerns that *** ****** may have.  At this time, UPG now considers this matter closed. 

  Kind Regards

  Customer response

  08/31/2023

  
  Complaint: ********
  
  I am rejecting this response because:  Your message states that you have repeatedly contacted my by phone and email.  I do not have any missed calls from UPG or anyone claiming to be UPG's GM.  I do have an email, however the email I received did not ask for a response.  I am waiting for confirmation that my account balance is back to $0 before I accept your response.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The renter of our rental property bought gas from UPG in Oct 22 and had to buy again on 3/16/23 bc the gas had completely ran out of tank. She ask them to check the tank for leak when they came out bc the gas ran out fast and the company owns the tank. The delivery guy checked the tank and said it had a slow leak and he fixed the leak and had to put 52%gas back in. He told the renter that the company would give a credit on some of the gas bc they own the tank and it leaked. The renter hasn’t paid the bill bc they still haven’t given her a credit on the gas. She has called numerous times and they just keep saying they have to talk to the driver. We called 6/28/23 and cancelled the service and ask them to come and get the tank with the gas in it bc they still haven’t given a credit. As of 6/28/23 there is just a little below 50% in the tank (I have a picture of meter). We called again 7/17/23 to ask why they haven’t picked it up and Subrina said they would get on it as soon as they could. As of today 8/15/23 the tank still hasn’t been picked up. I want credit for lost gas on the fill up and the finance charges dropped they keep trying to charge on the unpaid bill bc they won’t give the credit.

  Business response

  08/23/2023

  To Whom it May Concern, 

  United Propane Gas (UPG) and *** ****** have been in contact and reached a resolution to her concerns. The customer also has our District Managers contact information, should she have any further questions or concerns. At this time, UPG now considers this matter closed.  

  Kind Regards

  Customer response

  08/31/2023

  
  Complaint: ********
  
  I am rejecting this response because: I am still waiting to receive the check in the mail for  the credit on the account. Once I receive this then it will be resolved. 
  
  Sincerely,
  
  ****** ******

*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. ↩