ComplaintsforSuperior Plus Energy Services, Inc.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The company is refusing to serve my property at *** ****** ***** ****, in Greene, New York, though they had serviced my property in the past. I believe I'm being discriminated against because of my age.

  

  Business response

  05/30/2024

  In reviewing this complaint and issue, it was found that Mr ****** applied for credit with Superior Plus Propane and was credit approved in January 2024. A site assessment was set up in January of 2024 and during the assessment is was determined the property was a high-risk delivery and could not be serviced safely. When the site assessment was performed, the tech had to leave his truck and walk to get to the tank site. The propane delivery truck driver would need to back into the dangerous and narrow driveway as there is no turn-around space available. There is also a steep drop-off near the driveway at the property. Our company does not age discriminate however we do make employee and customer safety a very high priority.  The decision not to set up an account was not due to Mr ******’s age but rather for safety reasons.

  Customer response

  06/04/2024

  In the last response from the company, they indicated that the driveway was "too dangerous" to navigate.  However, they failed to let you know that they went on my property, without my permission and took the tank that had been there for years.  In essence, they trespassed and took the tank.  I'm attaching the photo of where the tank had been placed before they denied service.  So, clearly, the only thing that has changed since I had service with them is my age and now that I am a senior citizen, they feel they can discriminate against me and even come on my property without my permission, since they CAN safely navigate the driveway.  

• Initial Complaint

  03/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This fuel company has been charging me fraudulently. In February 2024, they arbitrarily increased my fuel cost from $3.60/gallon to $4.35 a gallon. On March 23, 2024, they fraudulently charged me $758.81, claiming they filled my propane tank with 177.7 gallons (they never refilled my tank, as it is still empty).

  

  Business response

  03/27/2024

  With respect to the customer’s allegation regarding a failure to refill the tank, it appears we mistakenly billed him for a delivery made to a different address, which should have been billed to a different account. We have corrected this error.With respect to the allegation that his tank was “empty,” the customer is incorrect – their tank was not empty. In fact, today we made a delivery of 226 gallons of fuel to the customer. This is approximately 45% of the tank’s capacity, as the customer’s tank can hold 500 gallons of propane. Had the tank been empty, the delivery would have been considerably larger.With respect to the customer’s allegations regarding pricing, we note that the customer was previously offered (and declined) a fixed price plan, which would have fixed his propane cost at $3.60/gallon for the season. Because he declined fixed pricing, his propane cost rises and falls in accordance with the market.Although the customer had previously declined to avail of our fixed price offer, as a goodwill gesture we have billed the customer’s most recent delivery at $3.599 per gallon. We have also arranged it so that for the remainder of the heating season the customer will be billed at $3.599 per gallon. In other words, we are entering him into the fixed price plan so he receives the price he would have received had he signed up for that plan.

  Customer response

  03/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  ****** ****
  
  
  
  
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have been a client of ******* for 7 years now, since April 2017. For 7 years we have been on auto delivery and have paid ******* without any interruption. On March 31, 2023 we paid ******* $981.22 and our online account indicated current and in good standing. In February 2024, it was identified that our tank was EMPTY. Our auto delivery had apparently stopped without any notice from *******. Upon going into our online account, again the account indicated current and in good standing. Upon calling ******* we were advised that a rental fee was assessed to our account in April 2023 - so mere weeks after ******* was paid close to $1000. In August, ******* apparently cancelled our account for lack of paying of a $129 rental fee that we had never been made aware of, have no email correspondence about, AND as we are signed up for text alerts, did not recieve any alert in that fashion either. Upon talking with *******, we were advised that we must pay $128.74 in order to reinstate our account in order to be able to order fuel - that was supposed to be auto delivered. Once we paid that fee, that we had never been assessed before, we were told that we were on the list and fuel would be delivered in the next 5-7 business days. We could get the fuel delivered earlier if we were to pay an additional $200, we could get second day delivery, OR pay $400 additional and we could get next day delivery. So after being good paying clients for 7 years, ******* places a bogus fee on the account, cancels with no notice, and then extorts additional money from their clients to get fuel delivered expeditiously when you have no heat source in the middle of February. I am so thankful to be a part of the ******* business family.Absolutely horrendous policies and procedures and allows their agents 0 ability to help their clients.

  

  Business response

  03/08/2024

  ******* has sold the Propane business to Superior.  I have passed along the complaint and customer information to them so that they can reach out to their customer.

  

  Business response

  03/27/2024

  Just so you know, this is the exact complaint sent to ******* in February and was resolved on February 25^th.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 8/3/23 I began the process burning propane as my main source of heating, The set rate was 3.92 per gallon I had 76.7 gallons delivered. the next Fill up was on 11/15/23 117.9 were delivered at the same price as previous. Realizing I would be burning a considerable amount of propane I called customer service. I spoke with Melissa C*** to try and negotiate a better rate per Gallon. Melissa was able to reduce the Price per Gallon to 3.67, on 12/12/23 a delivery of 145.3 gallons was delivered at the price of 3.67 per gallon, as a result according to Melissa I was placed on a tier two level of price per gallon do to the amount of propane i would be consuming however my next fill on 1/2/2024 of 95.7 gallons was priced at 3.92 less a 5cent discount for being a veteran. I called Melissa to discuss the price increase. Melissa stated the price of propane nationally increased so therefore they would increase for their customers. A check of the national average as well as with other local propane companies prove her statement to be false. I feel this company is price gouging!!. the current rate is 4.37 per gallon on my account and I expect it will only go higher as the price has increased by 10 cents each day for the last four consecutive days the price per gallon has risen from a negotiated 3.67 per gallon to where it is know 4.37 in one month. my tank is nearing another refill and it appears the closer the refill the higher the price per gallon will be...I feel i'm being taken advantage of. this company's pricing is almost double the national average. I will be exposing this company for what it is, a fraud.

  

  Business response

  01/26/2024

  Customer was contacted. He explained he is no longer burning wood due to a back injury, of which we were not aware. The usage increased from 97 to 634 gallons in one year and was placed in the corrected pricing tier. At that time Mr. ******* did not understand that the 75 cent difference was given due to the increased usage, but he felt as if he was getting taken advantage of. Customer had not signed up for lock-in or pre-buy therefore he was at variable rate. Time was taken explaining the difference between fixed vs variable and the tier pricing. Customer was also made aware of the PURL program that begins in May to lock in to a fixed rate. The customer seemed thankful for the time spent with him and the explanations.

  Customer response

  01/30/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, However some of their comments are not accurate. I will accept the response and resolution they provided for now and continue to monitor the rates within the state of CT.     Regards,  **** *******

• Initial Complaint

  01/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

     This complaint was taken over the phone by BBB Employee *****. Consumer is having a kidney transplant in two days and is in need of her  propane tank filled. She had made a request for a delivery on 1/17/24 and nothing had been received.    Ran out of propane- Pipes are frozen due to outage. Five days ago I placed and order for propane and they could not give a date for delivery. The business has sent me a bill for a delivery charge of $200.00. My account # is ********

  

  Business response

  01/30/2024

  A call came in on 1.18.24 stating the driveway had been plowed. A delivery was made on 1.22.24. This was paid by HEAP. There is no invoice showing for $200.00.

• Initial Complaint

  01/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we sold our house in westfield MA 8/29/23. we lost a house we were supposed to buy; therefore we had to rent a room for 3 mo, while we reno a fixer upper in winsted ct 9/6/23. We met shortly after wi/ past owners superior propane, & was told unstable for connection, do to unsafe conditions, (even tho passed prof. inspection), so superior shut off usage for heat. He promised to come in 1 week, to repipe for safe useage & unlock tank. I called the co. @ least 20 xs wi/ no response, even tho I repeatedly received promises to resolve wi/ secretary's. Family Propane was hired as our provider, placing new tank on the next day, so we could have heat. I CA superior, & was told refund would happen, disconnected tank would be picked up, & we get reimbursed fuel cost. Unsure of amt they owe us, but prob. around 500$ total??? transactions were made on phone, thru *** acct. 10/20/chk #**** was cashed for 105.29. constantly calling wi/out any response. I want the tank out of my yard, & fully reimbursed for fuel in tank & all funds sent & cashed. Thank you.

  

  Business response

  01/24/2024

  The customer was contacted today. Explained that we tried to pick the tank up yesterday, but unsuccessful due to the very icy condition of the driveway. The pick-up has been rescheduled for next Monday and customer is fine with that time frame. Customer was told she would be credited the tank rental fee of $105.29, as that was the only amount due back. She never purchased the gallons in the tank from us and the previous owner was credited the gallons. The tank is and had been locked. She understood and is all set. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Prepaid approximatley 440 USD for a propane fill that was supposed to take place on 12/26/2023 after being told by an employee of ******** that they will be there that day....they never arrived. So I called again and they said they will be there 12/28/2023 never arrived. Called 12/29/2023 and was told that already came. Arrived home and the tank was almost 0 percent. Called again and was told they will be coming today 12/29/2023 at some point. A womna named Beth i beleive called and began to act like ti wasnt their fault, every excuse in the book. Just awful company that needs to be shut down. Thats basically stealing after prepaying and being told 3 times they will be there on 3 seperate occasions.

  

  Business response

  01/08/2024

  Please be advised that the customer was answered through the Company portal in which the customer also left a message.

  Customer response

  01/08/2024

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  Regards,
  ***** ****
  
  

• Initial Complaint

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my propane service in the first week of October bc I moved. Superior came and measured my tank levels and said I'd have my refund check in 6 to 8 weeks (which seems excessive). Well, it's been 10 weeks and still no check. When I call, I'm told different things and dates and even that the check was cut but it takes another 6 weeks to get to me?? Not acceptable. I want my money please, immediately. Thank you. Service address was **** ****** *** ******* ** *****

  

  Business response

  12/22/2023

  There was an inadvertent oversight and at this point the refund has been expedited. The expediting will be monitored and follow-up with Mr ******* will take place to assure receipt of the refund.  

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My propane account was closed by me 10/19/23, the tank was picked up 10/20/23. I've called twice and used their online account form to question when I will receive the refund of the propane in the tank. My online account shows it to still be open with a credit of $390.30. The person I spoke with at the Red Creek NY office confirmed this. It's now been 60 days and I'm still waiting. Obviously I could use this refund.

  

  Business response

  12/19/2023

  There was an inadvertent oversight and at this point the refund has been expedited. The expediting will be monitored and follow-up with Ms ****** will take place to assure receipt of the refund.  

  Customer response

  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.  Please be aware I have been promised this twice already. If the refund does not come, I will be filing again.  Thank you.  Regards,  ****** ******

  Customer response

  01/08/2024

  This account was closed with the help of the BBB. Superior Plus Energy was very stubborn and rude about closing my account and refunding the balance. After filing with BBB I finally got this resolved. Now, apparently a new billing cycle has gone through and it appears they did not close my account and have charged me another $96 for tank rental - of the tank they took away back in October of 2023. I can't get ahold of these people, and when I do they outright lie to me. I just want the account closed.

  

  Business response

  01/08/2024

  The charge has been removed and the account has been re-termed. 

  Customer response

  01/08/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I do not want my account 're-termed'. I want my account completely closed to avoid future issues.  Regards, ****** ******

  

  Business response

  01/09/2024

  The account has been closed and termed.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am Disputing that Superior Plus Propane. They picked up my tank with 66 Gallons of Propane in it, which adds up to 269.94 that they said they would pay me but I got a bill on 11/8/2023 saying that I own them 107.75. they kept the 66 Gallons that I paid for.

  

  Business response

  12/12/2023

  At this time, the tank pick-up fee has be waived and the refund check request has been submitted

*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. ↩