Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Charged $3.58 a gallon when every other business in the area is well under three dollars.. Price gouging because I am on heap..

  Business Response

  Date: 02/27/2025

  That is inaccurate on various fronts, so let me educate you.  Not only do we not price gouge, but HEAP is automatically on a .07 discount from our other customers not affiliated with HEAP.  Second, you are free to seek pricing from other sources.  In those conversations, you will be given the first fill price...after that first fill price/first year, etc... for the very limited volume you utilize, which is under 300 gallons, you would be charged substantially higher with other companies, before their offer fees, none of which we have.  Thank you.

• Initial Complaint

  Date:06/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a flyer from Johnstons Pripane. The flyer was to get $100. Credit. $25 for going paperless $25 for joining Auto delivery $25 for signing up for budget plan $25 for signing up to the my full portal. I signed up for the portal, call and signed up for paperless. I was told I was not eligible for the auto delivery or the budget plan because I had a bill thar was written off. No where on the flier does it say of you have a bill you are ineligible.

  Business Response

  Date: 07/24/2024

  This customer was given the alluded to credit

• Initial Complaint

  Date:04/10/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I’m trying to find out where I can file a complaint against Johnston’s Propane Gas Service in Fulton, NY 13069. We are getting a bill that is for that company to pick up THEIR own gas tank. We stopped using propane altogether. I’m being billed almost $75 for this. It’s THEIR tank, not ours. I want a refund for the 13% of gas that was in the tank when they took it. I paid for that gas. I know others that have discontinued service with Johnston’s and they got a refund and NO bill for a pickup charge for THEIR tank! We want this resolved. It’s unprofessional of them to pick and choose who gets refunds of propane, and others get billed for removal of tanks. Or at least keep the refund as payment. ??????

  Business Response

  Date: 04/19/2024

  We cannot speak to the others that you speak of, but it is protocol in this company, and every company in the industry for that matter, to charge a tank pick up fee.  Our service technicians are taking their valuable time to disconnect (if necessary), and pick up our tanks in the field, maintaining the highest standards of safety, warranting the charge for their labor.  At the time of pick up, there was 13% in the tank...the 15.6 gallons of remaining product at the $3.159 would warrant a refund of $49.28.  With the $81 service charge, this yields a $31.72 deficiency on your account.  We will not be sending you a refund check, but we would be happy to accept your payment of $31.72 by check, credit card, or check, and conclude our business together.  Thank you.

  Customer Answer

  Date: 04/22/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.]  I know if two others that had Johnston's tanks bigger than ours for at least 40+ years and they did not have to pay this absurd charge. They only received their refund. When we first got the bill Johnston's deducted  $7 they said was from the refund if the gas in our tank. It is not fair at all to charge some customers for picking up a tank which took less than 5 minutes total to do. You can keep the refund you said we had as payment.  Regards, *** **********

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We called Johnston's on 1/5/2024 to order Propane, fully paid balance. Were told that they would put in the order for delivery. Called back on 1/9/2024 as still had not delivered to outline that out tank was very close to empty-not to mention how extremely cold the temperature was. She conveyed that she would try to have them there within a few days. We canceled our service on 1/9/2024 and new company was there on 1/10/2024 to set up new service. Called Johnstons' to have the tank picked up as it's sitting in our front/side yard and was told multiple times. As of today, it's still sitting in my yard. What's interesting is that Johnston's came to the house a week and half ago as if they were going to make a delivery. From what I understand is that they will charge us a pick up fee for 75.00+tax, which I will not pay. In fact, what we should do is charge them a rental/storage fee of 25.00/week since it's been sitting for so long. We have been with this company for over 17yrs and never had issues, now that there is new owners seems like everyone is having same issue.

  Business Response

  Date: 03/04/2024

  This is a will call account, who was 39 days delinquent on their payment for their 11/30 delivery.  They paid and their money cleared on 1/5, releasing the hold, and giving us 7-10 days to deliver, as the customer was well informed of.  By 1/8, they had cancelled service.  I will schedule a tank pick up early next week (latest), but we will not be waiving the service charge.

  Customer Answer

  Date: 03/05/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The reason it was so called "delinquent" is that Johnston's stopped sending invoices and this was not conveyed to customers that we would need to go online to view and make payments.    The delivery date was on 11/3/2023, looks like the first statement (which I was not aware of) 12/2/2023.  When we called regarding delivery it was conveyed about the balance, I stated that I hadn't received a statement and that I would pay immediately. The final statement was dated 1/2/2024. The balance was paid on 1/5/2024. What I find interesting is that once this all happened, received statement in mail. Now, I will say if Johnston's want to continue to move forward with not waiving the pick-up fee, I will be forced to seek legal action as to charging a rental fee from January-March of 25.00/week.  We had no choice but to search for another propane company, we had been with Johnston's (previous owner's) 15+ years with no issues.    Regards,  ****** *** ********* ******

• Initial Complaint

  Date:02/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had canceled my account on November 16, 2023 after switching providers. Johnstons propane still has not picked the tank up and provided a refund for the remaining propane. Additionally, my account was set to only fill upon request. This was ignored and the tank was filled a few days before I had canceled. I keep receiving bills to pay even though I had cancelled prior to receiving that bill. I have called multiple times and wrote multiple emails to resolve the issue and get the tank removed.

  Business Response

  Date: 03/13/2024

  BBB spoke with the owner who said that this will be taken care of next week.

  Customer Answer

  Date: 03/22/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  The propane tank still has not been picked up by Johnstons as they had indicated.  Regards,  ******** ********

  Business Response

  Date: 04/02/2024

  This has been rescheduled for this Friday the 5th.  Apologies on getting this picked up later than previously scheduled, we will waive pick up and finance charges for the inconvenience.  

• Initial Complaint

  Date:02/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We notified Johnston’s Propane in November 2023 that we were transitioning to natural gas on Dec 5th. They told us that they would come and pick up the tank; then credit us for the amount left in the tank. We called again to remind them that the transition had taken place and that they needed to come pick up the tank. We have called numerous times each month; every time they’ve told us that they will come out on a certain date. (They never do.) The last call they stated that they would pick it up on Feb 14th. It’s now Feb 18th and they still have not picked it up or credited us.

  Business Response

  Date: 02/29/2024

  I spoke with the customer directly regarding this, so this is not accurate.  We were confirmed there on 2/20 and were not able to get into the yard without ripping up the lawn.  We will go out immediately and lock the tank, procure the tank reading, and credit what is left in the tank.  I will send another tech out and either rip up the yard with the customers consent, or reschedule tank pickup.  If there are any further issues, please contact the office.  Thank you.

  Customer Answer

  Date: 03/10/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and stand by my original complaint and information that I provided. After months of trying to resolve this matter on my own, I filed the complaint with BBB. Then, I contacted Johnston’s AGAIN after filing the complaint with the BBB. (Hoping for resolve.) At that time, I spoke to 2 different individuals. The first person stated that they would reschedule since they had not shown up again on Feb 14th as scheduled. When, I stated that I’m sorry but just keep getting told the same thing over and over, she put a male on the phone. He stated that they had been in my area the day prior to my phone call; but there was too much snow. When I questioned that response he did state that the ground was soft and they did not want to rip up the yard.  However, on the day that I received this email response from BBB, our security camera shows that the tank was finally removed. The resolution will be satisfactory when we receive the balance of our money. Thank you for your assistance.     Regards, ****** *****

• Initial Complaint

  Date:01/25/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1-22-24 at 9:20 they got my heap payment and keep telling that I'm on the list to be delivered and as of today I still have no heat at all

  Business Response

  Date: 01/30/2024

  As a traditional HEAP customer, as opposed to first fill or emergency HEAP, we have 5 business days to deliver to this customer.  We upheld that and delivered on the 3rd day, well ahead of the parameters within which we are able to deliver. 

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/29, I called Johnston's Propane to inform them that their propane tank is ready to be picked up. I was told it would be scheduled. on 12/6, I sent a message and received no reply. On 12/7 I tried to call multiple times and no one answered. Johnston's Propane does not have permission to store their equipment on my property. The tank must be picked up asap.

  Business Response

  Date: 12/12/2023

  This pick up is scheduled for 12/21 at 8am.  Upon the reading and pick up, the customer will be sent their refund for the product remaining.

  Customer Answer

  Date: 12/21/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. It is 10:18 am on 12/21, the tank was not picked up at their 8 am time. Johnston Propane is notorious for not being truthful. I will update this as accepted should they fulfill their pick up and the refund.  Regards,  ****** *******

  Business Response

  Date: 01/05/2024

  This transaction was completed on 12/22 and the refund for the product remaining in the tank was issued on 12/26.  This should conclude our business.

• Initial Complaint

  Date:11/29/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

     I have called many times to Johnstons to pick up tanks which are full of Propane. They give me the excuse they don't have enough employees.   I would like my money - About $800.- for the propane in the tanks returned.

  Business Response

  Date: 12/08/2023

  We picked up the tank on December 4 and requested a check from corporate being cut on December 6.  The refund should be on the way at this time.

  Customer Answer

  Date: 12/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  BBB received the following response from the customer: This has a happy ending. The business came a few days after complaint was filed and picked up their tank. Less than a week later I received a refund for the correct amount owed. This has been resolved.  Regards,  ****** *******

• Initial Complaint

  Date:11/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last winter I had problems with Johnston's Propane. I had been on scheduled service to refill my tank for years without an issue. This past Winter I ran out and when calling the company I was told that they had been sold and were having issues with keeping help. Many of my neighbors also ran out about the same time. I had prepaid for my propane for the winter and was still owed $233.99. I have not received this yet despite several phone calls. Their tank was scheduled for pick up in September and is still sitting in my yard. Please help

  Business Response

  Date: 11/28/2023

  As the new general manager here at Johnston's, I spoke with the customer and have scheduled her tank pick and refund to be completed on Thursday 11/30th.