ComplaintsforRutland Bottle Gas, Inc.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tank rental for propane went from $65.00 to $150.00 per year. This is excessive for senior citizens in *************. I work for a senior citizens organization and at $65.00 a year we have clients come in who can't afford to put propane in their tanks. This unbelievable raise to $150.00 a year rental is going to be devastating to our community. I'd appreciate any help understanding why this huge raise happened, and get any resolve for the community.

  Business response

  08/26/2024

  To whom it may concern.

  Unfortunately because of the rising cost of tanks and the cost to repair them we have had to raise the rent. We are most certainly are not wanting to devastate ***** or any senior cetizen. Quite the opposite. We want to continue to offer the service that ***** and others have come to expect from our company. To do this we must make some changes. I understand the frustration. I see it almost every day with cost of goods and services going up on a daily basis, 

  I looked at her account and It looks like she was close enough for us to waive the $150.00 charge for this year. I will reach out to our office to make that change.

   

  *****

• Initial Complaint

  07/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  7/5/24 I received an invoice from Rutland Bottle Gas (RBG) . I knew the propane acct had a lrg credit.I was told the previous credit $450. was used up on tank rental &balance due was tank rental. I was told on 5/12/22 when I called to check on the acct thecredit would be there for however long. We RECVD NO STATEMENTS NO COMMUNICATION there had been charges against the acct. Had we known the 1st yr we could have addressed the problem downsized the tank etc If a company charges against an account, there should be a statement issued. That happens with all credit card, bank, business companies.I was simply told that since there was a credit balance, the computer didnt generate a statement. THAT IS a problem.NO ONE should be charged without being made aware&receiving a statement.my father passed 11/21. He prepaid propane 9/21 which gave him the $450. Credit.. 5/12/22 I called ********** to check on credit, make sure they were notified he was deceased. RBG informed me that the price per gall. had expired but the credit would be appliedto whatever the price per gallon is at the time. They said THE CREDIT WOULD BE GOOD FOR HOWEVER LONG. I TOOK THEM AT THEIR WORD. There was NO MENTION of minimum gallons tank rentals, contracts. After receivg invoice I called RBG 2x speaking w 2 diff employees who both told me their system did not generate invoice if there was a credit. I then talked to CSR supv who agreed to take off the last yr tank rental of $180 which leaves a current credit on the Acct of ************ of $450.Then I left 2 separate phone messages to the person in chargeButch & never got a reply. Were very disappointed at this loss without knowledge. RBGsaid it would be there for however long&I believed them. I feel like the only remedy at this point is for RBG to restore &pay us the amount of $450.to close out the account, have RBG promptly remove their equipment so we can obtain a new supplier and pay us for the unused *** of propane remaining in the tank. AS WELL AS adjust their computer system to
  generate statements for all customers so others do not go through this aggravating
  scenario. I regret even feeling the need to do this, but its the principal.
  I HAVE PREPARED THIS COMPLAINT WITH THE INTENTION OF FORWARDING IT
  ALSO TO THE BETTER BUSINESS BUREAU

  Business response

  08/05/2024

  We are sorry that **** is up set over the tank rent. We always try to be very clear on tank rent and how pre paid propane works. Our pre paid propane is only good for 1 season. We have always done it that way. After March 31st of the heating season the pre pay ends. The money will stay in the account and be used until it runs out. The price per gallon changes but dollar amount stays in until it is used up with rent or additional propane. 

  Sometimes in conversations we don't always get it right. Our deepest apologies to ****. We certainly value her as a customer.

  Customer response

  08/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22061564
  
  I am rejecting this response because: see my original complaint.. they did not address it in their reply, I believe they totally missed or ignored my point.  I filed my complaint due to never being notified or having knowledge of tank rental, AS THE COMPANY NEVER ISSUED ANY STATEMENT OR CORRESPONDENCE-NOTIFICATIONS THAT THE CREDIT-ACCOUNT WAS BEING CHARGED SO I WOULD BE AWARE OF IT.  I believe if a co. charges against an account ANY customer should receive a statement-notice to be made aware. Again, when I called them to notify them of my fathers passing and check on the credit I knew was there, we discussed how prepaid works and they told me the credit would be there FOR HOWEVER LONG. NO mention of tank rental. Had I been made aware, the 1st year we could have made the appropriate adjustments or downsized the tank. They simply said when I called to inquire about the invoice I received, their computer didnt generate an invoice if there was a credit. ALL their customers deserve to know whats being charged AND timely.  Instead I get a bill & when I called to find out why, ** told the $450 credit is gone. This is a small community and it would have been very easy for them to contact us in some manner.  My positions stands. Restore the $450 credit and start issuing statements to all customers when/if an account is charged. 

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

  Business response

  08/13/2024

  I'm sorry **** is still upset. Unfortunately our system does not send out a statement when there is a credit in the account. It is also unfortunate that we have to charge a tank rent to customers that don't use the minimum amount for the size of tank that they have. For a 500 gallon tank it is 400 gallons per year from June to June. It has been years since they ordered propane. There's still a credit in the account of ******** We can refund this and refund any propane that is left in the tank. We have always had a tank rent for low usage customers and we have always told the customer that the prepaid price is only good for the year that it is purchased. 

  We are verry sorry to hear about ****'s passing.

  Customer response

  08/18/2024

  I tried to response/resend think it was Friday. But dont think document went thru.. I also left a message for you to call me, ***************** ************.  The document I sent was just the original written complaint I sent to Rutland Bottle Gas (RBG) after I got no satisfaction from office ladies and the head ***** never returned my call. It was just to long in characters to submit to BBB, so I had to shorten & abbreviate. As to RBGs last reply I still dont feel my issue was addressed at all. I feel we and all customers should receive a notice when their account is charged. They just say their system doesnt generate an invoice if their is a credit.. Im asking that be fixed. All customers deserve to know what has been charged and timely. Had I gotten a notice this would not have happened, we could have downsized the tank. Its not like it was sitting there unused.(where they said we hadnt ordered in years) the tank was filled at installation and heat has been kept in the house all along. Obviously the tank was too big as it was still @40%which is more than their requirement to order more. 
  my position still stands, I REQUEST A REFUND OF $450, and request they generate in some manner statements to all customers when a charge is made against a credit account.  THANK YOU. 

  Business response

  08/22/2024

  Unfortunately we do not have the ability to change that our system does not send out statements to customers that have credit in their accounts. We cannot give **** a refund because she has not used LP and the credit was used to pay for tank rent. We sent notices out last year about rent. She probably didn't get it because it was in her dad's name.

   

  *****

  Customer response

  08/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22061564
  
  I am rejecting this response because, its simply not right, and now youre (RBG) is backing out on their word TWICE. My orig complaint explained my dads passing, I called to notify your office & Rutland Bottle Gas RBG verified the credit would remain on the account in their words for however long with no mention of tank rental.. We have used gas & maintained heat in the house and it still wasnt low enough to order. Had we known we could have downsized the tank. RBG just told us as a reply to this BBB complaint 8/13/24**there is still a credit in the acct of $170.24. We can refund this and any propane that is left in the tank.  NOW going back on their word again saying they cannot give refund, cause its gone, right after saying they could refund the $170.24 that was there.  And I do not believe any notices were missed anywhere as all my dads mail was forwarded. It makes me sad as well as aggravated that this happened and we lost $450 without even having any knowledge it was happening.
  A $450 loss is a lot now days. 
  I never thought this would happen from a local business.  
  I will accept RBG refunding the $170.24 to us which they said they would. 

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

  Business response

  08/26/2024

  I'm sorry that **** thinks we are going back on our word. We try very hard to be upfront and honest about what we do here. **** stated at the end of her response that she will accept us refunding the $170.24. I will send this to accounts payable and get this sent out. 

  Thanks

  *****

  Business response

  08/26/2024

  Our AP has told me that we need the paper work that states **** is the executer of the estate. If she doesn't have that then we would have to refund it back to her dad's estate.

  ****,

  Please reach out to ******* at our ************* so she can help us with this. ************

  Customer response

  08/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22061564
  
  I am rejecting this response because: 

  I will consider it resolved once I receive their refund, per the last message/request from the business Rutland Bottle Gas (RBG), which stated they could refund me if I was the executor, I have contacted ******* at their office and provided her with the appropriate document showing I was the executor of my dads estate & she acknowledged receipt of it.  I told her I could even personally pick up the refund check to expedite the closure of this matter.  Thank you 

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

  Business response

  09/09/2024

  I'm a bit confused as to why **** has rejected this. We are refunding her.

  Customer response

  09/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. The refund check was received and cashed today 9/10/24, and I called Rutland Bottle Gas Office today and scheduled the removal of their tank for 9/24/24.  Thank you for your assistance in this matter. 
  
  Regards,
  
  *****************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Price gouging.....yearly LPG tank rental went from $60 to $150 without explanation. That's an unwarranted 250% increase for no reason, and I had a contract for $60 a year. The bill just showed up. No one in management will talk to me other than generic emails about apologies and 'skyrocketing prices.' I call BS on that. I could understand a minor 10% increase, but this is theft!You probably have some lower income folks in ************* who really can't afford this c*** Also reported to the Ohio **************************

  Business response

  07/29/2024

  Were are very sorry to see that *** has a complaint with us to The BBB. We regret that we had to raise the tank rent. However with the rising cost to replace and repair tanks, we just didn't have a choice. We have been in business since 1947 and want to be here for years and years to come. We want to continue to provide excellent service to our customer. In order to do this we have had to make some changes. I see that *** was claiming we did this without notice. We sent out notices a year ago explaing the upcoming changes. We did this through email and through the USPS.  

  I sincerely apologize for any inconvience this has caused. I can assure *** that we are not price gouging. 

  Thanks 

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

• Initial Complaint

  07/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Received a email in June saying they were increasing tank fees . June to June you must buy x amount of propane. End of June I get a **** for not buying enough propane. How can they charge for tank rent in the past (pre **** change) ?? I can provide the previous contract.

  Business response

  07/12/2023

  I apologize for the inconvenience this has caused ****.  We have always had tank rent for the customers that don't meet the required amount of propane for the size of tank they have.  We unfortunately have had to raise this because of the rising cost of tanks. The "contract" that **** is talking about is our master customer agreement. It speaks about the list of terms and agreements that we have between our customers and the company. It does not bind us to them or them to us.   It just spells out the agreement that we have.  We have changed this several times over the years. Our customers have the ability to change to a smaller tank if needed. We aren't wanting to upset our customers however, we must make these kind of changes so that we can continue to provide the service our customers deserve well into the future. Rutland Bottle Gas has been around since 1947 and we want to be around for many many more years. 

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased tank of gas in November. They have a two tank minimum a year purchase. I called in June to order tank 2 to avoid a fee. When I called she said there was a $40 fee. I told her that I ordered gas in November so I had until November. She said no, it’s June through June. No one had ever mentioned it was June through June. I said I’d find another provider and would call when the tanks were empty . I paid over $80 a tank so I wanted to get what I paid for. 4 or 5 days later (July 5) I came home from taking my kids swimming and I went to make dinner and my stove wouldn’t work. I went to check and the company came and took the tanks with no notice or my knowledge of it taking place. They took something I already paid them for. They should be required to give notice to their customers of rate changes or if they come on your property without your knowledge and take something.

  Business response

  07/13/2023

  To whom it may concern,

  We are sorry and apologize for the confusion.  We have a rent on cylinders and tanks if you don't use the required amount.  For cylinders, a customer must use 2 cylinders per calendar year (June to June) to have that waived.  Unfortunately ******* did not use this required amout. We removed the amout due when we picked the tanks up.  She does not owe the rent. Again we are truly sorry for the confusion.  

• Initial Complaint

  03/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I bought this house 5 years ago from ******* ******. There were 2 Rutland Tanks installed. I've called for years and had the tanks refilled. I've never received a bill. When I paid for refill last year, I was told contract isn't in my name, and mailed back contract with my name. I paid to have a tank filled last year. I had paid for the other tank to be filled prior years. The other tank was at least half full. Mid-January 2023, the tanks (1 full; 1 half-full) disappeared from my GATED and FENCED yard. I called 3/20 and spoke with *****, who informed me that bills had been sent for "tank rental." She also told me the account was still in the name of ******* ****** (deceased) and that there was a note indicating that mail was being returned. The address on file was correct. I RECEIVED NO BILL, NOR NOTICE, NOR REQUEST TO ENTER FENCED PROPERTY. The propane in those tanks was stolen -- I paid for them. I requested they return the tanks with the propane in them, and I would happily pay the $10 rental fee. ***** stated the driver (who no longer works for the company) "made no note about any propane being in the tanks." She "checked with management," and offered an unsatisfactory solution: they would require me to pay $200+ reinstallation fee, plus the 1/2 tank of propane, but they'd refund me for 1 tank of propane (if I chose to have it reinstalled). No. I did not request it be uninstalled, nor did I authorize anyone to come onto my property, nor did I ever receive ANY NOTIFICATION. I am owed a refund on the 1.5 tanks of propane Rutland Gas stole from my house. I should not have to pay a fee to get the gas I owned back. And your employee acknowledged THE BILLS WERE BEING RETURNED and that the contract is in the wrong name. Yet you accepted money from me to fill the tanks, and I filled out a contract form and mailed it back to you last year. This is unacceptable. I will pursue getting the $ back if this isn't remedied. I am an easy person to work with.

  Business response

  03/22/2023

  It's unfortunate that at times we have to pick up our equipment when we are unable to get a response from a customer.  We have a tank rent on tanks that are being underutilized. So when the rent isn't paid and we can't get a response from the customer then we are forced to pick up our equipment.  I'm sorry that this has happened.  We are more that willing to refund the amount that was in the cylinders. 

  Customer response

  03/22/2023

  I received no communication from you about owing any money. Your own notes per your employee state that mail was being returned. I imagine that is because you continued to send mail to a former owner who is deceased, despite my twice having attempted to change the contract to my name. I have paid to have the tanks filled several times in the years since I have owned the house. I have never received a bill. You say you are willing to refund me the amount in the tank. If you are willing to give this money to me as a credit back on the credit card I used, that is acceptable. But what you’re actually saying is that if I agree to pay over $200 to have the tanks you removed (without notice from a fenced and gated area — trespassing) REINSTALLE only then will you return one tank worth of gas. I am not paying your company another penny as you’ve stolen 1.5 tanks of propane from my home, so I should not have to pay anything to get those back. The tanks are your property, yes, but you filled them with propane that I paid for. I want a refund to my card for the amount of propane that was in the tank, or I want you to return the tanks, minus the $10 rental fee. You had a contract with a deceased person and likely that’s why your mail was returned to you  I have tried for 2 years to get the name changed on the account and you have told me it’s changed but when I called after the tanks were stolen, you said they’re in the name of the old owner. Either way, you have record of my paying to have the tanks filled. Perhaps you ought not have filled them if you had them in someone else’s name? You took my money, and then stole the propane — I am due a refund to my card or returning the tanks at your expense  

  
  Regards,
  
  Emily Marcus

  Business response

  03/23/2023

  We will refund the amount of 1 1/2 tanks.  I will check with our CSR's to see if we still have the credit card on file.  I apologize for the situation. 

  Customer response

  03/28/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  06/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 4/4/22 my new black stove was installed by Rutland Bottled Gas. After the stove was installed I was handed a handful of paper and told to sign them.

  A few days after the stove was installed my husband was cleaning it and noticed a rough spot on the upper right side. We did find another area that was damaged. Just looking at the stove these areas were not that noticeable (the stove is black. I called Rutland a couple days later and was told that someone would be in touch with me.

  After no call back I called again on 4/19/22 again I was told someone would call me back. I did ask on that call if I could send pictures and was given the email in which to send them. Nobody called me back again.

  On 5/11/22 I sent an email to the address that i sent the pictures to. I told them it had been almost a month since I sent the pictures and offered to let them come out and look at the damage.

  On 5/16/22 I received an email from ***** ****** telling me the stove was not damaged when it was delivered. Butch declined coming out and looking at the stove.

  We paid a lot of money for the stove and just want what we paid for. My husband called the office several times to talk to Butch, but he would not talk to him. My husband tried to explain that it looked like it was damaged by a heat source. The metal is melted and there is no paint in those areas. If Butch would have come out and looked at the stove I'm sure he would have agreed that this was a factory defect indeed.

  I realize after filing this I will not receive good customer service from them.

  Business response

  06/06/2022

  The stove was not damaged when we delivered it.  I'm not sure what happened after we left.  I can only say that the stove was not damaged when we brought it to her.  We had two service techs deliver the stove and they both told me that it was not damaged. If she believes there is a defect in the stove from the factory then she needs to contact Crosley stoves because unfortunately we don't do warranty work on them. 

  Customer response

  06/06/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17217728
  
  I am rejecting this response because: I was told by Crosley that I would have to contact Rutland because that’s who the stove was purchased from. When it was switched to lp gas that guy had to have noticed it. Maybe the delivery guys didn’t see it, but I doubt it. I feel like they knew that it was damaged and they purposely didn’t tell me. That way they could get rid of the stove. 
  
  Regards,
  
  **** ******

  Business response

  06/07/2022

  We would never knowing sell a damaged stove or any damaged product.  I personally tested the stove after it was converted.  The stove worked fine and was free from any damages or defects when it was delivered out.

  We don't do warranty work on Crosley ranges.  We are not a service center for Crosley.

  Customer response

  08/19/2022

  **** ******
  ***** * ***** ***
  I checked with Rutland and 348.00 credit was applied to my account. So you can close my complaint.
  Thank you so much for all your help.
  
  ****
  
  Sent from my iPhone

• Initial Complaint

  02/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My tank ran out of propane. I checked it last month and I had approximately 40% which in reality equates to half of tank since they only fill to 80% capacity of a 500 gallon tank. They told me that they didn't know when they could come out and fill the tank. It has been in the 30's during the day and will be in the single digits tonight. I have called and called and called and can not get anyone to come out. The lady at the desk told me I would just have to " rough it out" . This is ridiculous! I have even been making numerous calls to Butch with no response. After my initial complaint he responded with the following statement to the BBB. "When customers wait until they are out to order propane it puts a strain on how we take care of customers. That is what James F***** has done. It not only creates emergencies, it is also dangerous. We now have to do a leak check because the system is empty. We have to more our route around to get people that run out and leave customers that called when they were supposed to. Then customers that have called in on time start to run out. If James does this again then we will be forced to remove our tank and have him get propane somewhere else." So then I tried to call him and he finally answered the phone, but only after I filed the complaint with the BBB. He still has not told me when I will get propane. He Assumes that I purposely ran my tank empty to effect all of his customers. Now he is angry that I filed a complaint with the BBB and told me I will no longer be a customer. I am now considering contacting the State Attorney General's Office and PUCO. I would like the propane filled.

  Business response

  02/07/2022

  We are hoping to fill the tank today.  

  Customer response

  02/07/2022

  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  ***** ******

*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. ↩