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:11/23/2022

  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 September 8, Depew Energy delivered LP Propane to the tank at my home which I own. I had asked them to double check the tank at delivery as fir the first time in 20 years, it was empty. **** Units were delivered to a 100 unit tank. 3 days later I went out on my deck and discovered the tank was leaking and only half full despite the fact we used almost no propane in 3 days. It is only for cooking in the warm weather. I have contacted the general manager who disputes any possibility that the tank was leaking or was damaged by his driver. I only asked for credit for half the delivery, they have repeatedly refused. I want them to issue a credit for their error and simply end this relationship.

  Business Response

  Date: 11/23/2022

  This customer is out right lying on all fronts. I refer you to his statement of not getting a delivery in 20 years from our company.  We delivered to his tank on 1-18-17 **** gallons 1-19-2018 delivered **** gallons 10-21-2020- **** gallons   *************** gallons delivered and 9-8-2022 **** gallons delivered. He did not call us until 9-13-22 to report a gas smell. We dispatched a tech as required by State and Federal guidelines and found a bad regulator that he owns and is responsible for not us. What the customer said happened is impossible. Our safety protocols and process would never let that happen. its unheard of in our indsutry. We deliver over **** deliveries a year and have never ever had what he is describing happen since the company was founded.

   

  It is so obscure it's like an astronaut going out into space without a space suite. It just would never happen.  

   We will provide documentation and anything else needed in court. We also will put our perfect safety record for over 10 years without any incident and the 15 years' experience of the driver who made the delivery on record with the court if he decides to pursue the issue further. We will not be responding anymore to this customer.  We are fully prepared to go to court if need be. 

  PS this is a customer owned tank and equipment. We execute a sight safety check on every delivery. With that said it is impossible to deliver and watch propane come out of the regulator and just walk away when the delivery is completed as he is suggesting happened. If the regulator was defective when we started to fill or malfunctioned while delivering the tank would have been immediately shut off and hose disconnected. After making the location safe we would follow our reporting procedures.

  I thank you for your time and respectfully wait a response if any.

     

   

      

• Initial Complaint

  Date:09/30/2022

  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'm sorry to say this but I'm very dissatisfied with Depew Energy. I spoke with someone in June and told them that I could not afford their services any longer, and instead of taking me off their weekly route (I already obtained services through another company for less than half the cost that Depew wanted to charge me), they came and delivered to my house on August 3rd. I never renewed my services with them, so the fact that they did this is appalling.This company has screwed me 4 times by automatically charging my card after I have told them multiple times NOT to automatically charge my debit card. I am on a fixed income and have to manage payments going in and out of my account. They were NOT authorized to charge my card. They were NOT authorized to deliver to my home. I did NOT renew services with them.They just charged my debit card for $529.00, now causing me financial stress.

  Business Response

  Date: 10/01/2022

  ******************* has been a COD customer signed up for our budget program that ends the budget payments on April 1st. She had an outstanding balance the was finally paid off on 7-29-22. Her contract clearly states the budget payment part of the program end April 1st ****************************************************************************************** writing to be taken off auto delivery. That is stated in the second paragraph on the front of the contract. The reason for that is we are legally reasonable to keep delivering until a customer request to be taken off. If we stop delivery and a customer runs out and it causes them harm or property damage, we are responsible by law to compensate them. That is why any request to be takeoff auto delivery has to be in writing. That is the way it is for every single propane, oil or diesel customer.

   

  the delivery was made on August 3rd and we charged her card on 9-29-22. Again, our supply agreement clearly states on the first page that customers have 14 to 30 days to pay. If payment is not received, we reserve the right to charge their CC on file. We sent numerous statements by email and mail and also called and left her messages with no response. We do not apologies for anything we did nothing wrong and clearly stated our policy's that she signed a contract to abide by. 

  Our contracts are the most transparent in the industry and a clearly spelled out on one single page that is less than 3 paragraphs. Evry thing is clearly spelled out and has boxes to be initialed and signed for each category. Also, there is absolutely no way on this gods earth that she paid half of what the price she received for oil. The market cost for the industry on that date was **** per gallon at the loading rack where every company loads from.  Sher paid **** that is a 60-cent margin on the fuel. Normal in our indsuty is anywhere from .60 to .82 cents. So she has already lied in our complaint.

  We won't be responding anymore and if she chooses to take us to court that is fine. We will produce all signed supply agreement signed by ******************* to the judge. We are clearly in the right here. Thanks