Complaints

This profile includes complaints for Tankfarm LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tankfarm LLC

  160 Church St Millbrook, NY 12545

• 

  Tankfarm LLC

  P.O. Box 1129 Millbrook, NY 12545-1129

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:03/04/2025

  Type:Product 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've been working for 2 years using tank farm as the connection for my propane distribution. I was drawn to tank farm and spoke with an online chat representative about their product. The determining factor in using tank farm was that they had a no run out of propane guarantee. I was told by their representative that should I run out of propane at any time they would refill the tank the next time for free.Not running out of propane was essential to us as we have a special needs child in our home and heat is of the essence. I have come close to running out of propane 3 times in the 2 years I worked with this company. This past year I contacted tank farm to let them know I was at 20% and was concerned with the amount of cold weather in the area. I spoke directly with their vice president of customer service at 20% at 10% and at 4% he assured me on each call that he had alerted the company to bring a truck out and that I would not run out I did not need to worry. Needless to say I ran out. Once I had propane and heat restored I contacted the ** of customer service mister **** and informed him that I wanted my next refill to be free or do not be charged for the current fill.He told me it was no longer their policy that their policy now was they guarantee that you won't run out but if you do things happen. You also informed me that they have special conditions such as emergency declarations made by the state. I reinformed him that on the first date that I contacted him about being at 20% there was no emergency in place the second time I contacted him at being bored 10% there was no emergency in the state there was a heat emergency set 2 days prior to me running out of fuel.

  Business Response

  Date: 03/04/2025

  Hello

  The no run out guarantee does have some stipulations.  Here are the stipulations copy from our website. ************** has been under emergency declaration for the entire month of February. Mr ****** was without heat for only a few hours. After he called in we disptached a delivery ASAP. He was also given a 50 dollar credit on his next delivery . Our way of saying sorry.  Here is the ** emergency declaration.

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

   

  Tankfarms Never Run Out Guarantee is contingent on a working tank monitor at the customers location and also payment history that has been kept consistently current. In addition, it is not available when emergency declarations and/or governmental hours of service waivers are in effect.

  Customer Answer

  Date: 03/06/2025

  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:

   

  The response from the ***********, is misleading in its presentation.

  When I joined Tankfarm LLC I was told by their representative that any run out would be corrected with a free refill. 

  This was on their web site at one time and had been changed. 

  Tankfarm claims NC was undera state of emergency for the entire month of February.   According to NN:

   

   State of Emergency for Cold Weather in **************
  To determine the date when ************** was put in a state of emergency for cold weather in 2025, we can analyze the provided sources for relevant information.
  Executive Order Declaration: The Executive Order No. 9 was issued on February 18, 2025, declaring a state of emergency due to an anticipated winter storm that would impact the entire state of ************** starting on February 19, 202512.
  

  NEXT, I have ended service with Tankfarm so their we be no future fillup from them to apply the $50 credit.

  FINALLY, Tankfarm claims that upon my call they dispatched a truck and that i was only out of heat for a few hours. 

  my special needs son does not understand being cold.

  I actually communicated with *** **** of Tankfarm. On 4 occasions expressing my concern about running out of fuel. On two occasions *** **** said a trick was on the way.   It was not until I was fully without fuel that a truck actually was dissipated.   The delivery driver was apologetic staying that he had no idea that we were low on fuel. 

  Tankfarm is using typical bait and switch tactics. 

  I have low expectations that Tankfarm will do anything reasonable.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ******
  
  
  
  
   
  

  Business Response

  Date: 03/06/2025

  Hello

  Here is our website.

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

  There is no mention that "if you run out of propane you get free propane"

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

  
  How does your Never Run Out Guarantee work?
  Tankfarms Never Run Out Guarantee is contingent on a working tank monitor at the customers location and also payment history that has been kept consistently current. In addition, it is not available when emergency declarations and/or governmental hours of service waivers are in effect.

  We have apologized to the customer.  He was without heat for about 2 hours.  We have offered him a 50 dollar credit on his next delivery. We consider this matter closed. thank you 

• Initial Complaint

  Date:02/05/2025

  Type:Order 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.

  Tankfarm canceled my acct, even though I am paid in full and didn't offer to let me pre pay for deliveries, and gave me no warning that further laye payment would result in canceling my acct

  Business Response

  Date: 02/07/2025

  Hello *** ******************* have been a customer since 2022. I have attached the terms and conditions(which you have acknowledged and signed) . I have also copy and pasted the section re deliveries and payments. Our policy is that we will deliver the propane but we require payment upon delivery.  You have been a consistent late payer. While you have always paid your bill we have had to constantly pursue you for payment.  It is within our right (see Terms and Conditions) to cancel your account .  We are not the only propane company in your area. We have given you plenty of notice to find another propane company. see below

  Propane deliveries will be made by Tankfarms authorized fulfillment partners on a delivery schedule determined by
  the fulfillment partner. The deliveries will be forecasted based on many factors such as anticipated consumption
  patterns, weather, and tank readings. Deliveries will be made on a full tank basis and requests for partial deliveries or
  on a will-call basis, are not accepted.
  A valid credit card, debit card, or ACH account is a required form of payment. You agree to have your credit card, debit
  card or ACH account charged for the full amount of the propane delivered immediately upon same said delivery of
  propane. You are responsible for keeping the payment information with Tankfarm current and accurate. Declined
  charges or insufficient funds will incur additional penalties of up to $200 per occurrence along with suspension of
  further propane deliveries and loss of Tankfarm membership.
  Tankfarm may perform pre-authorizations of payment methods.

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In November we had to go out of the country to attend to a family emergency at some point in November there was a propane delivery. Since we were out of the country we were unreachable. Upon returned New Years Day during a bank holiday we were informed we had a bill we paid the bill. 2 weeks later during freezing cold temperatures with our two children in the house while we were at work the tank to heat our trailer were removed without any notice! Its 11 degrees outside!

• Initial Complaint

  Date:09/18/2024

  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.

  I initially signed up with Tankfarm for propane services. They sent out a third party company to fulfill tank farms business. The man they sent from ** did not have paperwork, did not know why he was there and wanted me to sign an inspection report for propane that he didnt inspect. After talking and not having any paperwork he needed he left and wanted another appt to do the inspection that he was supposed to do. Had an uneasy feeling and the lack of professionalism was alarming. On July 31st I wrote to Tankfarm and cancelled services citing the lack of trust in such an unprepared company. I contacted another propane company that was local and they were to call for an appt to install their tanks. Meanwhile Tankfarm clearly did not communicate with their third party. They installed tanks and filled with propane. Unauthorized as I was the person to authorize. After several attempts to notify Tankfarm they had the third party remove the tanks that were filled with propane. They charged me $388 and change for that propane. On 9/8/24 I emailed tankfarm for a refund for propane they charged. Ten days and no response. This company should not be allowed to charge for propane they were not authorized to install. They received their cancellation July 31st. Disgusted with this whole ordeal with Tankfarm and their third party propane company.

  Business Response

  Date: 09/25/2024

  Hello There

  There was a delay in refunding the customer as ********************** was waiting for our partner supplier to refund us.  We have gotten the refund . We then promptly refunded the custome $388.26. We have notified the customer of the refund .  They responded via text that the refund was received. We consider this matter close. Please let me know if you have any questions. Thank you

• Initial Complaint

  Date:09/29/2023

  Type:Product 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.

  Tank farm removed a leased tank from my property after I told them I would eventually be moving but the property was still in my name the tank had just recently been filled. I was not home at the time no note was left to me and the last description I have is from their app that said I had 68% of the fuel left in that tank. After several text messages back and forth and calls eventually almost 2 months later I was told that a refund would not be given because subcontractor doesn't give refunds. I had already paid for this fuel I didn't do anything wrong and I did not even tell them that I was breaking the contract I just told them that eventually I would be moving and that at some point I would tell the new buyers that the tanks were from tank farm. They took it upon themselves to remove the tanks without telling me or giving me a refund for what I had already paid for. I'm looking to get just a refund because that is what is fair and owed to me

  Business Response

  Date: 10/30/2023

  It was nice speaking with you today.  Per our conversation we have requested a refund check for $427.21.  He should get that in the mail in the next week or so.  Please let me know if you have any questions thank you

  
  

• Initial Complaint

  Date:04/03/2023

  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.

  11/29/22 ************* the 3rd party suppler, installed two 100 gal tanks and 40 gallons of propane totaling $109.62 which officially posted to my bank acct on 12/5/22. I was told in a cpl of days tank moniter wld be put on so I cld track levels and know when to expect deliveries. Two days later, unbeknownst to me, the tanks were topped off & the debit card I used to pay for the first delivery on their app was charged (180 gal=$445.32) overdrawing my bnk account. Still no tank monitor. I filed a dispute for the $445.32 with my bank, however, that pymnt officially posted to my acct on 12/6/22 meaning Tankfarm was paid in full. On 12/28/22, supplier, at Tankfarm's behest, came and took tanks and propane leaving me with no heat in mid-winter. Unconscionable! It was Tankfarm's claim that they were taking the product for reasons of non-pymnt. The provisional credit issued by my bank had not yet been reversed so I was under impression I won the dispute meaning Tankfarm charge was reversed. On 1/9/23, finally got letter frm bank that I hadn't won and prov credit wld be reversed the next day. Tankfarm had actually been paid in full on 12/6, 3 weeks prior to taking the product on 12/28! They sd when they got final invoice from ************ I would get a copy and any credit owed. In January I disputed $109.62 charge unknwing if i even consumed ****************************************** Tankfarm. I won that dispute. On 2/24/23, Tnkfrm via SMS said, aftr "tank retrieval fee", no credit owed to me and, in fact, I owed $109.62 to which I replied, once again, requesting a detailed statment. Tank retrieval fee when they had no right to retrieve the product that i had already pd for 3 wks prior! Still no stmnt was received. I did get a collections notice thgh on 3/1/23. How do you send someone to collections without ever actually providing them with a bill?! Absolutely abhorrent. I never was provided any *************** to e-sign. They dropped the ball there as well btw.

  Business Response

  Date: 04/17/2023

  In response to this complaint please find below the actual communications from Tankfarm to the customer in regards to her collections issue:

  Our response to this unfortunate incident is this customer received tanks, and propane from us. All in all the removal of the tanks and the retrieval of the gas was incredibly expensive, and in most cases we would seek damages. We won the dispute with the bank because the customer agreed to our terms, and was aware of them and then tried not to pay which she was partially successful at. 

  We take false statements about our company very seriously, and will consider taking further legal action to protect our good name. 

   

  Here is the text (copy and pasted ) sent by **** on 4/28/2022 to this customer explaining exactly how the program and billing works

  INTRO TEXT: 11:16 AM Please allow me to introduce myself. My name is **** and I am the member service rep that will be working with you and our local contracted propane supplier. The sales notes state you are at about 60%. Can you text or call me when your current percent is about 25%. I can then reach out to the supplier to see when a tech is in your area. Get the date confirmed when you or someone 18 years of age or older would be available for this appointment. Here is are some more details about tankfarm. The price the sales person gave you was the price for that week. The price of propane does flex every week with the wholesale price. Once you are a tankfarm member, you will be on AUTO DELIVERY, meaning when you tank is at 35% a ticket will get placed with the supplier. The driver will have 5-7 business days to get a delivery to you, when in the area. The billing statement for that delivery will be sent to tankfarm. Tankfarm will charge the card you have on file with us.

  The invoice with all of the delivery details will get sent to your email. A monitor will be installed on your tank that is synced with our tankfarm app. The app can be downloaded to your smartphone. You can visualize the level of propane, deliveries and price. Please reach out to me with any questions. ************ -

  NEXT NOTE:

  The customer got the ***** tank set on 11/29/2022 . The 40 gallons came to $109.62. She then got a fill up two days later . She received ***** gallons for $445.32.

  On December 3 she disputed both charges and removed her debit card (she did that via our app). At that point , we started the process of fighting the dispute and taking the tank back. We won the $445.32 dispute but lost the $109.62 dispute. We did not put her into collections as we were waiting for a credit statement from ***** for the propane that was left in the tank. We did not get a credit statement but I copy and pasted the email sent by ************ ******* *** *** ***** **** ** ** ** ***** *** ** ******* **** ** *** ***** ***** *** ******* ********* *** ** *** *** **** * ********* **** ***** *************** ********************************* ***** ******* ******* *** **** ***** ** *** **************************** ****************** ******** *** ********** *** ******** ****** ***** ****************************** **** ** ***** * ************* ********** ****** **** *** ******** ** *********** *** ******** ***** *** ** *** *** ********** ** ********** * ******** ** *** ******** ******** *** ****** *** ******* *** ***** **** **** *** ******** *** *** ***** *** ********** ** ****** ***** *** ** **** *** *** ******* ** ** **** ***** ** ******* *** **** ************* *** ** **** ** *** **** *** **** **********

• Initial Complaint

  Date:03/10/2023

  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.

  I do not have a bill from Tank farm. They state I owe $1000. Tankfarm placed equipment on my tank when they first filled it. I was not aware of it until they did it. However, several months later they removed the equipment, which they stated was theirs again without my approval, due to an unpaid bill. I had not received a bill but about two weeks prior they filled my 500 gallon tank. However, when they removed their equipment they had placed, they caused damage to my tank. They refused to take responsibility. They refused to come out as well to check on it even though we could smell propane gas all the way to our garage and we live in the country. So we lost all the propane they delivered because we only use it for hot showers so we dont even use that much. **************** came out because the situation was emergent. Tankfarm gets a FFF. By the way I spoke with ***************************** at Tankfarm. I dont care if Tankfarm states I owed them money or not! They damaged my tank, put my family in danger then failed to even make sure we were safe. My family is worth more than the $1000 they said we owed them. Now our tank is damaged and we lost all the propane. Had there been an explosion do their recklessness all the bad publicity would have cost them a lot more than a $1000. Tankfarm also stated that they subcontract - but I didnt have any dealings with their subcontractor - they need to contact them and they refused. I think this behavior on Tankfarms end is highly dangerous. Not only should their bill be null and void, but I have to see how much damage they did to the tank. On top of it, we had 20% before they refilled it without notification or asking and we lost that too.

  Business Response

  Date: 03/24/2023

  Thanks for the opportunity to respond to *** ********** complaint.

   

  *** ******** signed up for Tankfarm and provided us with a credit card to cover all her payments. She also signed an agreement acknowledging that all payments are due upon receipt. As part of her benefits she also received a free propane tank monitor, along with free installation and safety testing of her propane system. *** ******** received a 2 deliveries of propane from us, which she acknowledges in her complaint. To this date she has not provided any payment - not one dollar- for the propane. Our only course of action was to remove what propane was in the tank. This amount was credited to the amount she owed for propane.

  Her assertion that her own tank was damaged in this process is false, and we believe, is defamatory. Her statement she has not been billed by Tankfarm is also false. We intend to pursue our rights in this case, not just for the propane owed, but for the expenses we incurred by *** ******** not fulfilling her obligations under our agreement. 

  Tankfarm prides itself on treating all its customers fairly and transparently and in operating under the highest ethical standards. We take unsubstantiated and false written statements very seriously will pursue all available remedies to defend our reputation.

  Again we appreciate the opportunity to respond. Respectfully, Tankfarm Support Team

• Initial Complaint

  Date:12/05/2022

  Type:Sales and Advertising 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.

  Tankfarm ignores our phone messages and emails. At each partner-supplier interaction, we have to convince the partner supplier that this is a Tankfarm account and explain what that entails. The partner supplier is billing without the Tankfarm considerations. a. Billed the diagnostic fee, billed for propane over the verbally quoted amount, and sent a random ***** bill for "miscellaneous". Very little transparency is included in the billing. It seems as if the partner supplier really isn't on board. The partner supplier had the installation scheduled two times, first on August 25 and then on October 25. Remember, this is after the "diagnostic" evaluation on July 27, and installed nothing both times. We patiently waited and did what they instructed. So now Tankfarm isn't backing up its marketing pitch or lending support when a new customer has problems with the partner supplier. After leaving messages with the answering service, we emailed the customer team begging for a callback. ************************ **** called on November 11, but didn't use the phone number we sent and left a voice mail. For an hour we rang the number back and had to leave a voice message every time. As if that wasn't enough, the app shows contact information and nothing else. It's worthless. Perhaps, some support from Tankfarm could change the app situation as well. It does appear based on the reviews that there are a lot of good partner suppliers. Our experience has been radically different. In frustration, we sent Tankfarm an email almost one month ago (by Dec 10), stating our only option to gain some level of customer support was to regretfully submit this complaint.

  Business Response

  Date: 12/21/2022

  We are deeply sorry to hear about **************' poor experience however we do see multiple points of contact with her (please see attachment) to try to address her concerns. While I have been a frustrated customer myself, and do understand feeling exasperated with a company I can state with certainty we have not been ignoring her or being unresponsive. Also what is also reflected in the notes is that we have tried to be accommodating to her in assisting her in burning down the propane she had already purchased from Suburban propane.

  There was clearly an error in how her free propane monitor was set up due to our supplier error. It is also clear she was improperly billed. Both of these issues according to our notes, have been addressed- although it looks like our staff is working to confirm that the original charge was reversed based on her assertion it continues to appear on her account. 

  This is obviously not how we want our customers to feel, and we are eager to make ************** happy as soon as possible, and if that is possible. I personally guarantee as CEO that this customer will not have to pay any erroneous bills having to do with her inspection which is always free for our customers. She should ignore this if it still appears on her bills, as we will resolve it without question.

  However, despite her frustration we do not feel it is fair to represent that Tankfarm has not been responsive to her concerns, as we are actively working to resolve them as is reflected in our internal notes on her account.

  We are at her disposal to resolve. Many thanks!- *************************