Complaints

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I bought a propane tank from Blue Ridge Energy 26 years ago. We bought the tank so we didnt have to pay a lease fee. In June this year I received a letter from them saying they were going to charge me a lease on my tank because there was none on file. I called and told the lady that we had purchased the tank 26 years ago and we were not supposed to be charged a lease fee. The lady asked if I had my receipt, I told her no because that was 26 years ago. So they said they would check their records and about 3 hours later they called me back and said they did not have any records of the purchase so I am liable for the lease fees. I directed the lady for them to come remove this tank because after all these years they all of a sudden were going to start charging me. Come to find out, I am not the only one Blue Ridge has done this to. I have found 2 more couples that I know for whom they have done the exact same thing to. I have to wonder how many more people they have done this to.

  Customer response

  12/31/2024

  Here is a copy of the letter you requested.

  Customer response

  12/31/2024

  Sorry about that.

  Business response

  01/07/2025

  Blue Ridge *********** purchased the 120-gallon propane tank (serial #******** referenced from another propane company through an acquisition in 2003. After the acquisition, we provided propane delivery service at this customer location and have appreciated the opportunity to serve this customer.
  
  While a customer may opt to buy a propane tank, most prefer to lease the tank instead due to costs associated with liability, insurance, regulatory compliance, repairs and maintenance, and at some point, tank replacement. Further,for tanks we own and lease to customers, we also pay property tax and insurance annually which we have paid on this tank since the acquisition.
  
  When we sell a tank, we provide a bill of sale, the account ownership status is changed in our software, the tank is removed from our system inventory, and the customer price code is changed to reflect a customer owned tank. In reviewing the account history, we have not found any record,note, or transaction that indicates the propane tank was purchased by the customer.
  
  Lastly, the timeframe the customer noted would have been prior to our acquisition of the tank from another propane company in 2003. In order to fully research this further for the customer, all files provided by the company acquired were reviewed and no bill of sale was found nor any other documentation referring to the tank being sold.
  
  We sincerely regret the frustration the disagreement over tank ownership has caused this customer. If at any time, any information or documents are identified by the customer or by our company that reflect a tank ownership change occurred, we would take action accordingly.

• Initial Complaint

  01/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Blue Ridge Energies refilled my propane tank on 1/25/2024. The next day 1/26/2024 when I was changing the filter on my heating unit I smelled gas and thought maybe the filling of the tank caused a leak in the basement. On their website it said if you smell gas to report it immediately so I initiated a chat. They said they would have a technician contact me to check it. No mention of a fee to check emergency gas leaks on the website and the person I chatted with didn't mention there was a service charge. I thought it was part of their safety program. A technician came out and performed tests and found a small leak and tightened a connection. There was no mention anywhere of how much it would cost and I received a bill via email later in the day. I replied to it saying I was unaware of a service charge and asked to have it at least reduced due to I am elderly and on a fixed income. Since there is no mention of fees anywhere you look on their website and I wasn't informed of one at all during the process I feel like it is unfair to ask me to pay all or part of said fee. I still smell gas but now can't afford to have an HVAC company come check because of the bill I received from Blue Ridge Energies.

  Business response

  01/29/2024

  I contacted a manager on Saturday, 1/27/24 upon receiving the email notification regarding the complaint. The manager contacted the customer by phone that afternoon regarding the complaint which stated an issue with the service call charge and also a comment that there was still a gas odor (after a technician had responded the day before). The issues were addressed, and the customer stated on the phone call that there was no longer a gas odor. Because the complaint stated there was still a gas odor, the manager did go to the customer’s residence on Saturday to ensure there were no issues with the gas system and no gas odor was present. The original service charge has been credited back to the customer's account as she stated she was not informed at the time of her initial contact.  

  Customer response

  01/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

*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. ↩