Complaints

This profile includes complaints for Superior Plus Energy Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Superior Plus Energy Services, Inc.

  1870 Winton Rd S Ste 200 Rochester, NY 14618-3960

  
• 

  Superior Plus Energy Services, Inc.

  116 Old Vestal Rd Vestal, NY 13850

  
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  Superior Plus Energy Services, Inc.

  922 Route 31F Macedon, NY 14502

  
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  Superior Plus Energy Services, Inc.

  3819 Oak Orchard Rd Albion, NY 14411-9536

  
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  Superior Plus Energy Services, Inc.

  7388 Route 54 Bath, NY 14810-8311

  

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: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.

  After numerous billing issues and repeated attempts continue to do business we finally contacted with a new manager who said that all our problems would be addressed and we could expect smooth sailing. It was not to be. After filling two large propane tanks, I received an extra surcharge for “not using enough propane.” After repeated calls, I finally reached a woman, Shirley, at Superior Propane that said the charge was ridiculous and to disregard. After a few months receiving the same charge, with interest now, I called back. I spoke again with Shirley who assured me it would be taken off my bill. It wasn’t. I changed propane companies in September of 2024. They came to remove their tanks and sent the last invoice which showed a credit of $43.23, which I have included. I never received my credit and didn’t pursue as I was happy to be done with them. Yesterday I received three calls from a Superior Propane office somewhere in Pennsylvania saying I not only owed the charge for 2023 but now for 2024! I said I owed them nothing but they in fact owed me and I now want it. I received a text communication today relaying that I need to pay my balance. I can set up a payment plan, etc., etc.

  

  Business Response

  Date: 03/05/2025

  The account has been brought to zero and a refund check has been requested. Please expect the refund within a week. A communication may have been sent on March 4th which can be disregarded.

• Initial Complaint

  Date:03/01/2025

  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.

  First, we never chose to do business with this company. They purchased a wonderful local propane company that we had used for years. Once they bought this company their service was TERRIBLE. They never show up when they say they will. They never give you straight answers. We had reached our wits end when the metered tank they were supposed to be monitoring got to less than 5% full in the middle of the coldest winter we have had in years. We called and waited weeks, no updates and we finally decided to go with another propane company. So, we needed them to come pickup the tank. We waited weeks. They finally came out and sent someone who couldn’t move the tank himself, so he left. Several more weeks passed. My husnpband and two teenage boys moved the tank themselves to be right beside our driveway (which was their job to do) and I must have called ten times to get them to come get it. We received a citation and fine from our homeowners association. They FINALLY after my eleventh call Friday, Feb 28 came to get it. Today I get a bill for $225.18 for this “service”. This is absolutely not ok. We are not paying this. I could not believe they had the audacity to do this. We NEVER signed any contract with them. The company we originally signed up with never charged any fees to bring or pickup a tank. This is outrageous. I will NOT pay this bill. I expect it to be adjusted off of my closed account.

  

  Business Response

  Date: 03/11/2025

  The tank service fee was removed from the account.

• Initial Complaint

  Date:03/01/2025

  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.

  I am filing a complaint with BBB, against Superior Propane’s/Ostermann billing practices. I have had to make repeated calls to get proper billing invoices and statements mailed to me. Recently, I went three months before receiving any kind of statement or invoice. So, not only did I fall behind in payments, but I was also being charged late fees. Another problem that the billing department refuses to do, is provide a proper account balance (customer service tells me there is no billing department). For example, when I receive a statement, it should list payments made and the account balance as of that date. Alternatively, the invoice should have the account balance listed along with recent charges. Superior Propane has not provided this basic information, as do most other utilities. So, the problem is that I never know how much I owe or if I have over paid. This week I called Superior Propane to get a invoice mailed to me and was told that my balance was $158.00 and when the invoice arrived, it had an amount due of $210.00. Why can’t they provide me with the account balance on that new invoice? It takes them almost a month to mail out new invoices, which is plenty of time to get that information on there. In addition, they send out invoices that are always late. As mentioned, this week I received an invoice for a propane delivery that was made February 7, 2025 and today is March 1, 2025. The invoice has a payment due date of March 9, 2025. Most companies allow a thirty-day grace period before they start charging late fess, not eight days like Superior Propane. It should be noted that the billing personnel operates in some sort shadow department. I have tried to talk directly with billing, but was never allowed to do so. Customer service has acted has their front line to billing. Further, I told this week that they don’t have a billing department.

  

  Business Response

  Date: 03/27/2025

  Mr ****** is a metered service customer who currently elects to receive paper invoice and statements through the USPS.  Residential customers who pay their charges within 30-day terms do not receive a statement which may be causing the statement issue. We have now changed the customer account statement setting on Mr. ******’s account se he will receive a statement every month regardless of the balance amount. It is recommended this customer elect to receive email documents to speed up invoice and statement delivery. 

  Customer Answer

  Date: 03/28/2025

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  The issue is that the statements do NOT show what the current balance is. I want to see what charges have been made and what payments have made.  The statements NEVER show what payments have been made.
  

  
  
  Regards,
  
  ***** ******
  
  
  
  
  

  

  Business Response

  Date: 03/28/2025

  A manager will be calling to discuss the account.

• Initial Complaint

  Date:02/21/2025

  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.

  I prepay for the year for my fuel. My tank is now down to now 15 % from which my entire house is running, heat, water tank, stove etc. I have now called twice and I am not on their schedule at all as of 2/21. I am 72 years old with a sprained ankle and I am out there shoveling a path to the tank daily hoping today will be the day. I am trying to heat with electric space heaters and blowing circuit breakers which is not safe. There has to be some kind of law against a company that lets people run out of fuel, especially in this weather. I could literally die and or it could destroy my house if my water pipes break in this weather.

  

  Business Response

  Date: 02/24/2025

  The customer received a fuel delivery at approximately 8:30 this morning (2.24.25). We apologize for any inconvenience.

• Initial Complaint

  Date:02/19/2025

  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.

  Found out that Superior Plus Propane charges a minimal fee if we don't use over 500 gallons of propane a year. They refused to waive it only stating that it is somewhere in the fine print. We use approximately 150 gallons a year in the house we bought last year. We essentially inherited the tank. I feel this is a fairly shady business practice.

  

  Business Response

  Date: 02/19/2025

  A representative from the office called and spoke with Mr ******** this afternoon. Having geotherm, the customer did not realize that he would be charged the MUC. The fee has been waived and will refund the charge if it has already gone through. Also, the tank will be downsized in the Spring. 

• Initial Complaint

  Date:02/18/2025

  Type:Billing 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 am writing to report what I believe to be fraudulent activity from our propane company, Superior Plus Propane. We have a 500 gallon propane tank. On 2/08/25, the gauge on our propane tank was at 20%, or 100 gallons of propane left in our tank. I also looked on Superior Plus Propane's website where it was showing our tank was 28% full, which I thought was pretty close in what their website was showing and what we were actually seeing on our gauge. Per their policy, a tank is considered full at 80%, or 400 gallons, and the tank is never filled over 80%. On 2/11/25 at 12:46 pm, we received a fill of 375.7 gallons and when I arrived home at 4:00 pm I checked our meter and it read 80%. There is absolutely no way we went through 75 gallons of propane in three days. Our last propane fill was on 12/16/24 for 219.7 gallons, just two months prior to this recent fill. We also burn wood weeknights and weekends. I also went back through our propane records from the past 5 years and we have never ever needed this amount of propane delivered, especially after being filled just two months prior. At most, we should have received 300 gallons, not 375 gallons. An extra 75 gallons at $2.10 per gallon gives them an extra $157.50 in their pocket. This is FRAUD! My husband called and spoke with a manager. We were told sometimes the gauges freeze and are not accurate. If this is true, then why was their website on 2/08/25 showing 28% full, which is pretty dang close to the 20% that we were seeing on our gauge? And, if our meter is frozen, then why was it showing 80% just three hours after the fill on 2/11/25?

  

  Business Response

  Date: 02/21/2025

  The percentage shown on the customers portal is an estimate only. This feature causes confusion as customers believe it to be precise. The gauge on the tank is also a general estimate. Tanks are filled by spitter and not by gauge. The customer called in on 2/10/25 and stated the tank was at 15% and a delivery was made the next day. The tank was replenished until it spit, which was slightly past 80%.  The extremely cold temperatures and windy conditions since the previous delivery, would account for using more propane than expected.

  Customer Answer

  Date: 02/26/2025

  I am trying to understand how customers like us are supposed to keep track of our propane usage and trust that we are getting the amount they say they delivered and be charged fairly if they say gauges can be faulty due to weather. We had 100 gallons in our tank on 2/8/25. They delivered 300 gallons on 2/11/25 but charged us for 375 gallons. This data is going off of the equipment that they provided to us. In the last 12 years, we have never required 375 gallons of propane to be delivered 2 months after the last delivery. 

  

  Business Response

  Date: 03/03/2025

  Again, due to colder and windier weather, fuel usages will go up accordingly. Attached please find a copy of the accurate time-stamped receipt. There will be a $25.00 credit placed on the customer’s account. 
  

• Initial Complaint

  Date:01/29/2025

  Type:Delivery 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'm currently sitting with 6% of gas left in my propane tanks and I'm being told that delivery can't be made because my road is unsafe. I live on a gravel road and currently there is about 1 inch of cover on the ground. It is near impossible to clear the road any better. The kicker is that they are sitting on $1,300 of my money because I do a monthly budget, so what is the problem? There has never been an issue with delivering gas here before. So now I'm just supposed to run out of gas in the middle of winter and not be upset? I asked to speak with a supervisor at this location and they refused to speak with me. This needs to get resolved immediately.

  

  Business Response

  Date: 01/30/2025

  The manager of the service office spoken with customer yesterday (1.29.25). The customer was told that a delivery will be made today (1.30.25) as roads and drives should be in better shape. 

  Customer Answer

  Date: 01/30/2025

  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

  Date:01/27/2025

  Type:Billing 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.

  On 1/7/25 I contacted Superior Plus to report a strong gas smell and possible empty propane tank. I requested to have the leak checked and provide 100 gallons of propane. The propane was delivered that day but nothing was reported back to us regarding a leak. On 1/16/25, I called Superior and advised that my tank was at 5% and requested a delivery of 200 gallons. On 1/18/25 I called Superior and reported an empty tank and requested service for a leak. I was offered expedited delivery for 1/20/25 if I paid $400, which I agreed to and was charged to my credit card. On 1/20 I called to check the status of the expedited delivery and was told my servicing location could not offer expedited delivery and the $400 was credited. I called 7 additional times that day. On 1/21 I spoke with Sandy who was able to get a technician to come out and he found and repaired multiple leaks at the tank valve and house-side gas line. I called 5 more times that day and requested my fill be prioritized since the equipment owned by Superior, was faulty. I was told we were on the schedule. My next door neighbor who was also out of propane received their delivery but we didn’t. I called once on 1/22 and was told we were on the schedule but no one showed up. Our tank was filled at 9:37PM on 1/24. The invoice left on my door included a $400 delivery fee, and $115 leak fee. I called Superior Plus a total of 16 times between 1/20 and 1/23. I called this morning 1/27 to inquire about the $400 delivery fee and $115 leak fee. I have not received a return call. We were without propane for 7 days, our house was 36 degrees and we had no hot water or ability to cook meals. I’ve never experienced such horrible customer service. I’m requesting reimbursement for the 100 gallons provided on 1/7 due to Superior not taking appropriate steps to troubleshoot or repair the leaks resulting in our tank running out within 9 days. I’m also requested we be credited the $400 delivery fee and $115 leak fee.

  

  Business Response

  Date: 01/28/2025

  The customer was contacted by the service office and credit will be issued.

  Customer Answer

  Date: 01/31/2025

  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.  The manager of my local office contacted me, provided a full apology, and credited my account in the amount requested.  I’m thankful for the quick action on the part of Superior Plus. Regards, ******** *****

• Initial Complaint

  Date:01/27/2025

  Type:Customer Service 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 are on auto fill with our propane Never paid a bill late Well after numerous calls thank our tank is empty they refused to fill it Only empty promises as we sit here and freeze my account # is81280. all they say is we are busy as I spend days with out heat Thank you for any help

  

  Business Response

  Date: 01/27/2025

  The customer received a delivery of fuel on Saturday, 1.25.25.

  Customer Answer

  Date: 01/27/2025

  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

  Date:01/26/2025

  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.

  We are on an auto renewal for propane delivery. We have never had an issue when company was owned by *******. We were due for a propane fill 2 weeks ago and no delivery. We have contacted Superior Propane multiple times and keep getting told we are on the schedule for delivery. We are almost out of propane and soon will have no heat or hot water in our house. We are very frustrated and need our propane delivered that we have paid for. We lease our tank so are unable to get the propane filled by another company. We have small kids and are worried about having no heat or hot water. Please deliver our propane as scheduled and stop giving excuses. We can’t believe we have to deal with this situation in the middle of winter. Please help.

  

  Business Response

  Date: 01/27/2025

   The service office has spoken with Mr **** to notify him a delivery is being made today (1.27.25).