Customer ReviewsforStar Lite Propane Gas Corp.

For years I was on automatic delivery with a card on file with Star Lite Propane. As a courtesy to me, I had asked for a call letting me know when delivery would occur to ensure the $ would be available on my debit/credit card. For YEARS I was accommodated and was called to let me know a delivery would be on a certain date. I had been with Star Lite since ****. In 2022 I ran out of gas and had to call for an emergency delivery. Knowing that I was on automatic delivery, I presumed that the company would deliver and maybe charge me a nominal fee for an emergency delivery ($50) due to their their negligence on not delivering gas. When I called for service I was advised that there may be a charge, never imagining that the cost would be $250. that I was charged plus the gas delivery making a total of over $600. I have disputed this with the company and they insist that I was not on automatic delivery and would not, and never have refunded me the $250. As you can see from previous complaints, if they have a credit card on file, you are on automatic delivery. Also as stated in another complaint, they never call a customer prior to delivery, which is absolutely false, I have previous receipts showing my phone number to call. I believe ownership has changed and they are not honoring a previous, loyal, customer's claims and trying to cover up by saying this never happened. Running out of gas, they say, is my fault. I have since changed companies and now I'm being charged by Star Lite for the tank that had to be removed, meanwhile I never was reimbursed for the charge of the emergency delivery. Even with the charge for the tank removal, I would still qualify for a refund. Very disappointed with a company that does not honor their customers and basically called me a Liar!

Starlite Propane Gas will always honor our long time customers, we do have auto customers when a credit card is left on file; however; if a customers credit card declines and payment is not received the account will go on a will call COD status; on 08/21/21 we made a delivery to this customer, when the ticket came back into the office we enter into our system the gallons and charge the card, on 08/25/2021 this customer credit card declined, an invoice was mailed out and payment was made the following month. We operate during business hours, any out of gas calls after hours or on weekends is an emergency delivery along with a fee. This call came in on a Sunday to the emergency call center. On this customers account they have a 420# tank which also has a gauge, our policy is for the homeowner to call in when they are at 30% to insure we can make a delivery in a timely manner so the customer will not run out. Each customers usage is different. We did credit the fees and credit the remaining gas that was left in the tank when we picked up our equipment. We can waive the finance charges but there is a balance of $100.28 which is for propane not for any pick up fee. This was explained to the homeower.

I was always called to check if my propane tank needed servicing, prior to being serviced. This happened for almost 3 years. I have been automatically refilled with no phone call, and did not need servicing. I was told by the manager (******) that I was an automatic customer, and the courtesy calls were stopped. I was never told I was an automatic customer, and I never signed anything to be one. She was the absolute worst on the phone, rude and in accommodating, and not hearing anything I had to say. I believe they are doing this to other customers and taking advantage of the high prices of gas and propane during this time. I have been unable to reach anyone since our awful phone encounter, so I believe they are screening calls. I want out of my servicing immediately. I never want to work with this company again. Do not expect good customer service from this company.

An automatic customer is a customer that has a credit card on file, no call when we are on our way - we deliver to them based on their usage over time- we did call this customer when she had a dog - to insure the safety of our drivers entering the ******************** and to make sure using their gate on their property that their dog would not get out - this customer has not had a dog in over a year. we delivered as scheduled on automatic delivery - however the home owner called said that they were going away on vacation and they couldn't afford it. That they were going to charge back the delivery and write a bad review. Any loss of a customer is a great loss, we wish this customer all the best!

To be fully transparent, the response of starlite propane is offensive. They claimed to call for my servicing, only because of my dog. My dog passed away a year ago, and I never told them until this issue arose. They called me before every service for 2 1/2 years, because, as a customer, that is what we requested. The past two services we did not receive a phone call. The company was rebought under the same name, and I was assured that the same people are working there. If this is the case, the phone calls shouldve continued. The first time we were serviced with no phone call, I let it go as we did need to be serviced. The second time was less than 90 days after that service, and we did not need to be serviced. If our transaction history was closely looked at, you would see this is all correct. Additionally, I made the comment that I couldnt afford it, not because of my vacation. The manager, ******, was the worst at understanding why a customer could be or would be upset. She was the rudest person I have ever encountered, and I have worked in customer service with a credible company for over 20 years. I would not have contacted Better Business Bureau had I not been offended or mistreated. I am not the type of person to take the time to do so. It should be noted that Starlite Propane is not a Better Business Bureau accredited company. This makes complete sense. It should be noted that if you ****** this company, they have a 1 1/2 star review, and only nothing but negative comments. I was handed this propane company from the builder of my house. I had no experience in propane companies, as this was my first experience with a propane. Prior residences had gas. To bring my dog into the picture is insensitive, and to use it as a reason of stopping phone calls is also insensitive, as they had no idea the dog passed away until this incident occurred. I am fighting this charge with my credit card company. My credit card company has stated that I am completely in the right in this instance . The only thing that was handled correctly, was that they let me cancel my service. It also should be noted, that I was never told I was an automatic customer. I was told that due to the change in ownership of the company, the courtesy calls have been stopped. Yet, there was no conversation with myself about this. If the staff is in fact the same staff after the company switched ownership, why would the calls suddenly stop?? They should at least admit they were wrong and apologize. Any look up about this company is proof that they lack customer service all around. In any reputable business, customer service is paramount and customer satisfaction is important.

02 2/16/2022 On Fri. Feb.11,2022 I detected a bad odor of gas. I noticed my oven and hot water tank was also not working. Being afraid of an explosion I called a heating service man to see what was wrong. The man was here for about an hour, checking for gas leaks and couldn't find any. He checked the outside gas tanks, and said that they were empty. And he explained the reason for the gas order is, when the gas tanks are empty, it gives off a slight odor of gas.I was charged $95.00 for his service. I looked up my last StarLite, **** to see when was the last time they were here. In was back in Nov.2021 that meant because of their negligence I ran out of gas. I'm on automatic refill every 6o days. From Nov.2021 till Feb.2022 is 90 days. I called the company the same night and had to get an emergency delivery. On Mon. Feb.14th I talked to the manager who was somewhat nasty, and told her what happen and that I should be reimbursed because of their negligence. she said no. I've been with these people for ************************************************************** time I'll call another company. I would never recommend these bums.

******************** has been a customer for a long time and we have him on a set schedule- automatic delivery was set up - we went to deliver on 02/11/2022. We did not instruct Mr to call a plumber for a smell of gas. Unfortunately, we do not reimburse customers if they call for service on their appliances. We did deliver 40 gallons on 02/11/2022 with a tank capacity of 47 gallons. We are sorry that one of our customers is not happy for we value every customer we have!