ComplaintsforEastern Propane

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Eastern Propane via telephone April 2 voicing concerns about the smell coming from the stove and the smoke. They sent a technician out who then advised that the stove had not been properly converted. My landlord did advise that their company was to had converted the stove in October of 2020. Because the stove had not been properly converted myself and children have been breathing unbeknown to us fumes sut and carbon monoxide. They tagged the stove propane tank and deemed it unsafe. To date today 4/19 i am still without a stove as the company refuses to replace the stove. I have small children and have not been able to cook thus resulting in having to buy food everyday. You cant imagine the amount of money that has been spent on purchasing outside food. I am disgusted with how Eastern Propane has handled this and refusing to accept blame for not properly converting the stove. Upper management has also been of no help. To date i have spent over 540 dollars purchasing outside food to feed my children ages 8 and 3 year old twins one of who has an autism diagnosis and has food sensory issues. which means there arent many foods she will eat therefore not having a stove to properly cook the foods she will eat. I have in tears expressed these things to Eastern Propane to which nothing has been done.

  Business response

  05/08/2024

  Superior first became aware of the issues with this stove on April 2, 2024. The landlord/property owner, *******************************, confirmed to Superior that the stove had no issues until 2022. Upon inspection, Superior became aware that the previous installer may not have properly completed conversion of the stove from natural gas to propane.
  
  On April 23, 2024, Superior completed installation of a new stove.As a goodwill gesture, this was done at no charge to ************** or her landlord.************* moved sometime in 2022 but did not become a customer until November of 2023 when the ******************** in the tank ran out. As the landlord stated in his complaint there were no issues with the stove up to 2022, and no notice of any issues was provided to Superior until April 2024.
  
  Please note that the stove conversion was to have been carried out by the previous entity that owned this business. As such, Superior has no responsibility or liability for the improper conversion and no obligation to replace the stove. Furthermore, any issues that ************** may have with a lack of a stove in the residence should be taken up with her landlord, while any dispute regarding the stove conversion and replacement is properly between the landlord and Superior alone.
  
  Any costs that the tenant may have incurred as a result of the lack of a stove in her unit should be sought from her landlord. However, as a further goodwill gesture, Superior is prepared to apply a credit to **************** account in the amount of $100.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In the last year we ran out of propane TWICE because the scheduled delivery did not arrive. When I called them to get an emergency delivery (since we have no hot water without propane) they told me they would not do it because its not an emergency. So we went days without propane for cooking and hot water. After the second time that it happened I decided to cancel my account with Eastern Propane. They said that they would charge me $175 to REMOVE the equipment from my house. This was just insult to injury. If I just leave their equipment here they will charge me a monthly rental fee for it so I am stuck either way. Terrible way to treat customers.

  Business response

  08/16/2022

  I am newly in charge at the Eastern Propane, Oak Ridge ** location.  Today in the mail I received a complaint: Complaint ID *******************, ************************************

         My records indicate we picked up the propane tanks 7/27/2022 and are in process of issuing the customer a refund for the amount of gas that was in the tank at the time of pick up, 48 gallons, $235.15.  Refund check will be issued 8/19/2022.

         Please let me know if I need to do anything else.

   

  Customer response

  08/17/2022

  
  Complaint: 17598022
  
  I am rejecting this response because:  although they are refunding me the amount equal to the propane in the tanks, they are still charging me $175 to remove their tanks. So the refund to me will be about $40. I am not submitting this complaint about the propane refund. I am complaining about the $175 tank removal fee. Removing the tanks was a 10 minute procedure so $175 is quite excessive. And furthermore, I do not see anything that I signed (contract or otherwise) that indicated there was a tank removal fee. 
  
  
  
  Regards,
  
  ***********************************

  Business response

  09/15/2022

  *********,

       To address the rejection response from *********************************** dated 8/22/22.

       On 8/16/2022 the tank rental fee $175.00 was credited back to the customer. On 8/19/2022 the customer was issued a refund check (Mailed through the ***** in the amount of $235.15.  This refund check has been cashed and cleared the bank.

   

  If you need anything further, please let me know.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a propane tank removed at my previous property of ************************************************************* on November 19, 2021. I was told I would receive a refund check for the gas that remained in the tank after subtracting removal fee. It is now two months later. I have called four times and I just keep getting the same response. Give it a week. I will refer it to a supervisor. I still have not received my refund check. I emailed a picture of the gauge indicating there was still 40% left in the tank and they assured me I would receive a refund check within 3 to 4 weeks. I have a tried stopping at their office but because of Covid the office is no longer being used to receive customers.

  Business response

  02/02/2022

  The original check was mailed 12/10/21. Customer called back on January 3rd and was instructed to give it another week due to Holiday and delayed processing. Customer called again on January *********. It has been escalated to the refunds team to see if the check was ever cashed.

  Sent on: 2/2/2022 2:16:30 PM

  Customer response

  02/03/2022

  
  Complaint: 16680711
  
  I am rejecting this response because: I have still not received the check nor have I been contacted by the company after they checked with their refund department to see if the check has been cashed.
  
  
  
  Regards,
  
  ***************************

  Customer response

  03/01/2022

  A spokesperson finally reached out to me last week regarding the missing money. I'm happy to report that I received a check today to resolve this complaint. Thank you for your help!
  
  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.
  
  Regards,
  
  ***************************

*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. ↩