Customer ReviewsforUnited Propane Gas, Inc.

Brandy Hughes sent me an email “threatening “ me to pay a bill. This awful company took over my small town company where we had a payment plan every month. This company continued to take my payment and never said anything about change or anything which I was waiting for. So all sudden Randy sends me a nasty email which went to my spam account. Stated I owed over $700 but I have invoices that state I am on auto pay and continue to take the prior amount out with no communication they needed more money. I thought maybe email was a scam since it went to my spam so I reached out to my local number and spoke with Tricia who was very polite and did everything to help. Long story short I will have to pay $100 a month for a family of 2 for a gas stove that is not used often and during the winter used a propane fire place 3-4 times. All the time I was with prior company was not a problem. I emailed Brandy and let her know how rude she was and she replied with a typical “sorry”. Needless to say I will be changing companies once my bill is paid! I left a photo copy of her email on google reviews I am unable to post it here.

This was once a great company to deal with but has turned into a completely incompetent group. They picked their tank up almost 2 years ago after numerous calls from me to have it removed. I received a letter 2 months ago stating that I need to have gas delivered or have the tank picked up and would be charged for either. I called the local office 6 weeks ago and was told they saw where the tank had been picked up. Now I'm receiving invoices for $253.46 for tank rental & a no use fee. Guess it's about time to return the favor of wasting their time by ordering a gas delivery to a nonexisting tank.

We purchased 2 tanks per an agreement with Auburn Propane more than 25 years ago. The verbal agreement was as long as we used their service for 10 years we would own the tanks, which were used. Several years ago Auburn Propane was sold and sold again. We kept using the service because there was no problem getting our propane. We had explained that we use propane only as a backup heat source and it was noted on our accounts. Then UPG entered the picture. We continued to pay a yearly maintenance fee but never signed any agreement with UPG. We began having problems getting a summer fill up 3 years ago because they said we didn't qualify, then the next summer they called wanting us to get a summer fill which we did, then when I called last summer 2023 I was told we didn't qualify again the tank had to be less than 20% so I waited and got a fill when it reached that level. Right after we received a very rude letter saying because we didn't get a fill up twice a year they were going to charge us $199 per tank for non use and if we wanted to not use them they'd pump out the tanks for $300 and take the tanks which contain Propane We've paid for. When I posted a bad Google review I received a call from a representative who told us we could get Gas when we needed it and had advised the local affiliate Mammoth Propane of this. I told her our original agreement was we own the tanks after 10 years. UPG could not provide any proof that they owned our tanks. Today 4-10-24 we received another rude letter saying they are going to reposses one of our tanks because we weren't in compliance with a sales agreement. We do not have an agreement with UPG.

We used this company to fill our propane tank. They filled it up on November, 30 2023 and also placed a new regulator on the tank. We had them put 400 gallons in the tank on this date. We ran out of propane on January 31, 2024. They finally came and refilled it on 2/08/2024. My contractors were at the house when he came and filled it. He told them that there was a small leak at the bottom of the regulator so he placed tape on it. I then contacted the Auburn office to let them know that I would like to be reimbursed due to the leak. She said that the driver told us their was no leak, and basically called me a liar. I then got a call from the District manager and he wanted me to send him pictures. He was very rude and I never heard back from him, when he told me he would contact me the next day. They sent the driver back out to see if it was leaking. We recorded him on video and he said that I was just wanting free gas, and told me that there was a small leak but not big enough to lose that much gas. I asked him why he put the tape on it then, if it was just a small leak? He said for precautionary reasons kind of like, "wearing tight pants, but still putting a belt on." I asked him if it was just precautionary why didn't the guy that replaced the regulator place tape on it. He had no response. He also could not tighten the on/off valve so we still have pressure coming out of our tank. He never came back to fix it. He then told my contractor that he would never come back and fill our tank due to my complaint and videoing him working. I have never heard back from the company about a reimbursement or fixing the valve.

My order for a delivery was placed 20days before it was delivered but I cannot say it was the fault of the driver. He, Tim N**** the driver was nice , polite and considerate of damaging my driveway. He was a total gentleman. Thanks Mr. Neal.

HORRIBLE customer service. I have tried getting a bill resolved for TWO YEARS. I was triple charged for a tank rental. Not only have they not removed the 2 rental errors, I have been getting late fees and finance charges on top of it. I now have a balance of $172 that is all in error. Local office can't do a thing and corporate has promised me multiple times it would be fixed and multiple promises of phone calls that never happened. DO NOT do business with this company.

The Springfield, TN office helped me get a replacement lid for our underground tank and then installed it when they delivered gas. Couldn't ask for more.

This place is the worst. I have not used them in years. Now they send me bills for absolutely no reason.

Customer service there simply does not exist. You'll be luck if you will leave 10 voicemails and some one will call back. Usually never. Tried to order Propane gas few times, no luck for me. Tried to call some 800 number, still no luck, tried emails as well, never got a response back! Avoid a any cost. You will be very very disappointed.

I try to contact the local office here in Springfield, KY. No one would answer or return my call. I had my tank filled in late Spring 2022. I never received a bill. I called, and called to no avail. Tried to contact corporate with no help. Then finally received a bill, paid it, mailed it in & they are trying to charge me finance charges for being late. I refuse to pay the late fees or anything else to this company. The customer service is awful.