ComplaintsforStar Lite Propane Gas Corp.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 1 2023. I am being charged $95.89 for picking up the tank. I believe I should not have to pay this. I was a customer for around 20 years. They filled the tank and about a month later it was empty. So I told them I believe there is a problem. So they filled the tank and said it was ok within a week it was empty. It leaked into my house. It was very dangerous. All I want is to forget about the bill and just move on. Thank you ***********************************

  Business response

  05/17/2023

  Yes, we do have a pickup fee for all of our customers, it is listed on each work order at the time of service. To send our service technician to a customer's home there are fees involved we do not charge the full amount of $ ****** our pickup fee is $75.00 whether the lessee or lessor decides to stop/cancel service. The joys of not owning a tank as the propane provider we are responsible for all maintenance on our equipment, where the customer will just be responsible for the ******************** delivered and their own appliances connect. For all service there are fees, and this is standard in the industry. 

  This customer advised that there was an issue with the stove for the tenant. Unfortunately, we do not service appliances. 

   

  Thank you 

  Starlite Propane Gas 

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

• Initial Complaint

  05/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a new homeowner that took over the prior homeowners existing propane contract when I purchase the place. Within two weeks of moving in, I called StarLite to alert them I smelt propane and that I believed I had a leak I was told there was no way the tank could be leaking and nothing was done. Fast forward 4 days and a technician shows up stating there is a leak in one of my apartment tanks and they needed to remove it from the property. After removal StarLite then went on to inform me I didnt have the proper permits for the tank and refused to reinstall a new working tank stating the prior one was a loaner as a favor to the prior homeowner (I believe this is an illegal practice in itself). From this point I asked to cancel my StarLite account and have since switched over to Petro.Since closing my account with StarLite I have tried multiple times to contact their office regarding my refund as well as for a credit for the leaking propane. I am now being told that they do not provide turn around times for refunds and that propane doesnt leak so there is no reason they should be crediting me back for leaking propane. All in all, I have paid StarLite +$3,000 in fuel charges since closing on the home Feb 16th!!!!Lastly, as I now continue to follow up with their office for a refund I am being screamed out by employees telling me not to call their office anymore. That I am arrogant and dont listen and not to call back regarding my refund. **** - the owner/manager also advised that I find a new company immediately after I escalated my case to him. The reason being that they dropped the ball on a 4 day propane leak in which I was informed they fired that receptionist over and also because they had an illegal tank on the property which became a serious safety hazard with my 9 month pregnant girlfriend living in the house.I am appalled with how things have been handled and im writing this so that it doesnt happen to someone else. Please contact me.

  Business response

  05/19/2022

  Mr.  ********** did call our office on 03/10/2022 for a possible gas leak, we advised to shut the tank off, and we dispatched our service tech to *************************************************************, where my service tech removed the leaking tank - ************************ has another tank at his residence.    The previous home owner was informed by the town to move the tank it cannot be placed within 5 feet of a opening/window and cannot be within 10 feet of any source of ignition,  and confirmed with us that the new home owners were aware of this. My service tech explained this to the home owner. ************************ stated he put a divider in between the ac unit and the tanks. This is not to code. **************************** girlfriend called in to find out town code and said she will call the town and get this taken care of. ************************ was aware that he had to move the tanks - obtain a plumber to move the gas line and then call us to drop the tanks at a new location. *********************** informed us that he was never told anything and he owns the home. We advised we will not replace the tank for the same location as it is a violation of town codes. ************************ called in screaming at us that they need heat for his pregnant girlfriend to bring him the other tank - once again we explained that - we filled his one tank to get them through the winter but advised the tanks and gas line must be moved. 04/13/2022 our customer called in screaming to pick up his tank - we scheduled for his tank pick up and advise when we are in the area we will pick it up. 04/22/2022 we scheduled our service text to pick up our equipment and the new propane provided place their tanks in the same spot on our tank pads. we were not able to get our tank pad and advise the customer that there will be a charge in the amount of $ ***** - ************************ called in to let us know that he called his new propane provider to move his tank to get the tank pad, advised us that the pad is there for us to go pick it up - on 05/04/2022 we sent our service tech to pick up our tank pad and he was not able to find it- the homeowner was not home - my service tech phone ************************ and said who he was and was hung up on - no tank pad was at the ************ residence.  We weigh the tank that we pick up and credit any remaining gas left to the customer minus a pick up fee, ecc and fc and his credit is ($56.87) as of 05/05/2022 - *********************** was informed that his refund was submitted to our corporate office where they will issue a refund check and mail directly to the customer. the week of 05/09/2022 ************************ called in demanding his refund he was then informed again that his refund was sent to corporate on 05/05/2022. Standard refunds could take up to 30 days - this is normal corporate practice. We did advise that we would call corporate to get a status of his refund and a check number. No one was rude to ************************ or his girlfriend, as they would call us on speaker phone yelling screaming and cursing at our office staff. *********************** has only bee a customer of ours for a short time and did not pay over $3000 in propane for his two deliveries all invoices are attached here. We are a reputable company in business for over 40 years and we have to follow each town code. 

  Our District Manager did speak with ************************; and *********************** attacked him as well and yes he was told we have to follow town code. 

  Customer response

  05/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  To reiterate, I closed on the purchase of my property on February 16^th, 2022 and took over the prior homeowners contract agreement with StarLite. Something I was advised would involve the exact same terms as the prior homeowner. At the closing, I paid the seller $809.70 as a reimbursement for the propane loaded into the tank on February 8th, 2022.

   

  On Monday, March 7^th, I put a call into StarLite because I smelt propane coming from one of the tanks outside my house. I was advised by the girl that answered the phone that there was NO WAY the tank could be leaking and that the reason I was smelling propane was because the fuel must be low. I was then advised that drivers are only in the areas on Tuesday and Thursdays. Now, fast forward until Thursday, March 10^th when the first driver showed up to my house to refill both of the tanks in my backyard.After filling BOTH tanks even with one of the gauges blatantly broken on one of the tanks and with liquids coming out of the top and to the drivers dismay he uncovered two small leaks coming from the left tank. The driver informed me of the leaks AND LEFT MY PROPERTY without advising on the next steps nor did they provide any information as to when I could expect someone to come handle the leak. I was now left with two FULL tanks, one of which was leaking, and invoice stating that there was a leak that needed to be addressed (see attachments).
  

   

  After calling into the StarLite office and expressing my dissatisfaction with how the situation was being handled due to the carelessness and safety hazards my girlfriend was 9 months pregnant at the time and the propane tanks are located directly outside of the babys room-- I was informed a different driver would be coming to my house later that afternoon to remove the tank with the leaks. When the driver arrived, I was then informed that the tank was a LOANERand was not legally placed there, nor was it part of the contract that I had taken over when I purchased the property (NONE OF THIS WAS EVER DISCLOSED TO ME WHEN I ASSUMED THE CONTRACT). The driver then proceeded to spend about an hour at my house banging around the completely FULL leaking tank to remove it leaving a mess on the side of my house (pictures included). For the record, I would also like to add that I do not believe the Town of Brookhaven allows for "LOANER" tanks, to be placed anywhere for any reason.
  

   

  On March 11^th, I called StarLite again, asking for the specifics related to the LOANER tank that they had taken from my house and I also asked to speak with the owner regarding the leaking propane. At this point,I was directed to **** who informed me that the girl who had originally taken my phone call on March 7^th, had been fired due to her mishandling the situation and not immediately sending a technician out to the property. He then proceeded to tell me, that although the tank was leaking, there is no amount of propane that would need to be reimbursed to me because nothing would have leaked out. I mean I may be crazy, but the legal definition of a leak is,(of a container or covering)accidentally lose or admit contents, especially liquid or gas, through a hole or crack. With that being said, if the tank was LEAKING then gas would have been escaping the tank into the air, meaning I was losing fuel for a MINIMUM of 4 days from the day I originally placed the call and this doesnt include the amount of time that passed prior to my call that the tank may have been leaking.Also for your records, the propane tanks are located within 25 feet from a ************* that is filled with children on a daily basis (THIS WAS AN EXTREME SAFETY HAZARD THAT STARLITE IS STILL TRYING TO PUSH UNDER THE ***** After speaking with multiple other propane companies, they all advised that I should have called 9-1-1 after StarLites receptionist IGNORED the complaint. Being that this is my first time owning a home and using propane, I didnt understand the severity of the situation until after the fact.

   

  After my awful customer experience, with this reputable company, I switched service providers and cancelled my contract with StarLite. Upon cancelling, a driver came to my house on April 22, to remove the last remaining tank. At this point, I was advised I would be receiving a refund for the remaining propane left in the tank. After receiving this invoice on 4/22/2022, I did not hear from StarLite again with any information pertaining to the refund (not an amount, no turntime,nor an email to acknowledge it). Instead, when I called back into StarLites office for a status update on May 9th, I was rudely advised by *** ***** that the refund was sent to corporate in ******** to be reviewed and they have absolutely no idea how long it could take. I find this ironic, because in the response they just provided to the BBB they explicitly stated the amount of the refund as well as the amount of time the refund will take to process. I also find it ironic that theyre saying the refund request was placed on May 5^th,2022, which is nearly 2 weeks AFTER the last service date when the equipment had been picked up.

   

  To summarize,here is a full breakdown of the fees I have incurred with StarLite since purchasing the home:

       $809.70 reimbursement to seller for propane filled on February 8^th

       $747.44 cost of refilling both propane tanks on March 10^th

       $268.03 cost of refilling one propane tank on March 29^th

       -$355.94 - credit for the 100 gallons of propane in the leaking tank they filled and removed

       $56.87 charge for picking up the remaining tank from my property along with a charge for equipment I do not have.

   

  Lastly, the current refund breakdown that StarLite has sent to corporate is incorrect. They charge a $99.95 + Tax Pick up fee but also included a $56.53 charge for equipmentwhich I do not have. This is an improper charge that *** ***** advised would be removed because they determined I DID NOT keep or use their pad that they use to install the tanks.

   

  If StarLite is as reputable as they keep saying they are then why do they have terrible reviews across all social media and review platforms? I am not the only customer this company is taking advantage of. I would also ask that you ask them to provide recordings of ALL phone calls made to their office so that they can provide proof nobody in their office was rude to me or my girlfriend. This is an utter lie and I have never been talked to so unprofessionally in my life. ****** even went as far as calling me "Arrogant, Angry and Annoying".
  

   

  StarLite not only mishandled a very dangerous situation but has provided the worst customer service experience Ive had in my +27 years of life. Unfortunately I think this is a result of them trying to cover their own tracks in a situation where they installed equipment illegally without the proper permits. I ask that the BBB please investigate this company for their practices so that no other consumers are mistreated like I was.

  Feel free to contact me directly on my cell phone at ************. Thank you

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

  Business response

  05/24/2022

  ************************ did not take over the prior homeowners account, we created a new account with him, new customer forms. ***************************************** has nothing to do with the sale of the house ************************ bought, or what he paid to the previous homeowner. We advised him that the tanks needed to be moved. 

  We instructed ************************ to turn his tank off when he called in - we in the office cannot determine gas leaks. We were there within an hour to pick up the leaking tank. We follow regulations on gas leaks and how to handle them. We did in fact notify him of the town issues after the previous homeowner installed an ac unit next to her tanks - which is a Fire ********/town code violation. Yes our drivers are in the area on Tuesday and Thursday - that is for a delivery he said he needed. My delivery driver is just that a delivery driver, they are not service techs my driver called into the office and a service tech went to the ********** residence to pick up the tank, then we still advised that the tank needed to be moved. 

  No one here at Starlite Propane pushed anything under the rug; ************************ was informed numerous times the tanks had to be moved. When there is a gas leak, the consumer should call their propane provider and 911 - that is standard. The police would then tell the homeowner to call his plumber and propane provider. 

   

  Customer refunds could take up to 30 days - this is standard. The date of 05/05/2022 is correct - we did not receive all of Starlite Propane Gas equipment. We called ************************ when we were on our way to pick up the tank pads and once he was told who it was he hung up on my service tech; my service tech proceeded to look for the tank pads and they were no where to be found; when he came back to the office we billed ************************ for the missing tank pad and sent the refund in the amount of ($ *****) to corporate to send payment out. We did tell him that we would call him once we know the check # and that is was sent out, all the while ************************ and his girlfriend were cursing and screaming in the back and then he hung up. 

   

  ************************ only paid Starlite Propane a total of $623.93, and we are awaiting his refund check in the amount of ($*****). We did not charge ************************ for the fill of the leaking 420lb tank. ************************ has his new propane provided come in and they placed their tanks on our tank pads, this is part of our equipment - he then called into our office that he called his current propane provider to move their tank so he can give back our tank pad; this was not the case. 

  Starlite Propane Gas does not tolerate cursing screaming and threatening in any form or fashion. We installed our equipment before the previous home owner installed her air conditioning units - the previous homeowner had vast knowledge of the violations, as we also told ************************. 

  We wish all the very best and we find our responses to be true and correct and that this will be satisfactory to settle his complaint. 

   

  Thank you 

  Starlite Propane Gas 

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

   

  Again, Starlite Propane Gas had no involvement of the sale of the house or the monies exchanged. 

• Initial Complaint

  02/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Been a customer of ******************** since 2011. Early September of 2021 I called to schedule a propane tank refill, after missing their phone call from the week prior at the end of August when I was away on vacation. The refill was scheduled for 3 days later. No such delivery was ever made. I call them up the next day, the girl I spoke with on the phone was nasty to me for one, blaming me for being away on vacation when they called me. But ok fine, the girl schedules a delivery for a couple days later. This delivery does actually come. Fast forward to the end of January, 2022, I believe it was January 27th to be exact. Propane tank is completely empty, Starlite never called to do a tank refill like they normally do. I call them, and they said the next delivery will be Tuesday, February 1st. By noon, still no delivery, so I call to make sure I am actually on their list for the day. The lady I spoke with assured me I was and someone would be here by late afternoon. The remained of the day passed, no delivery. Fed up after being a customer for 10 years, I begin calling other companies. Some of the other companies said "it's likely they will show up today" of course they never did, and I signed on with a new company, who had me set up with a new full propane tank within 2 days. I call Starlite to come pick up their empty tank, the promised to come early "next week" meanly February 6th or 7th the latest. February 8th, I had to call them and demand they pick it up. They did, however they sent me a **** last night for $63.00 for what they call "tank pick up service" - They left me high and dry for over a week, not even apologizing for their s**** up - twice now. And they expect me to pay for them to pick up a tank, that they aren't even the onces who removed the tank from the gas line? They actually owe me money - a couple hundred dollars consistering I couldn't **** for a week and had to order from restaurants to feed my family.

  Business response

  02/14/2022

  We take pride to serve our customers. ****************** is a WILL CALL customer for cooking. Which means the customer is to call when they need a delivery. We did have a glitch in our system and a delivery ticket was not printed, however we did schedule to come fill the tank but was told not to to come and pick up the tank, there is a pick up fee on all of the documents ****************** signed at installation of our *****lb tank for cooking. 

*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. ↩