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:03/31/2025

  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.

  Salem propane delivery driver keeps leaving notes about excess animal f**** in the yard and they will not deliver when they see it. We make sure to clean up our yard especially when we know they are coming and they still dont deliver and will leave the same note behind. This has caused us to run out of propane and have been unable to afford the hike in price due to that. I have talked to their team several times with no outcome. I have noticed they are not going through my yard but my neighbors yard to drop fuel, when I have repeatedly asked them to go through mine.

  Business Response

  Date: 03/31/2025

  We understand how frustrating it can be to run out of propane or not receive a delivery when expected. We take the health and safety of our employees and customers very seriously. When an employee is in a situation such as the one described, it can affect not only the health and safety of the employee and that customer but any customer our employee comes into contact with for the rest of the day. Exposure to animal f**** has been associated with many health risks. This is why we require our customers to maintain an clean, clear, and safe path for our employees and equipment to get to the tank. The health and safety of our employees and customers are our number one priority.  

  Customer Answer

  Date: 04/03/2025

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  My family has been left without propane several times. This has resulted in the inability to cook, shower or have heat during the cold months. As I completely understand the animals feeces needing to be picked up, it would be greatly appreciated if they gave customers a heads up before making a delivery that they are coming to make sure the day of dog f**** has been cleaned up. We work full time jobs and sometimes it can be difficult to make sure something is done fully when you work till dark sometimes. We just want them to do better and to not leave families and especially children without heat. A better system in place to make sure customers know when a delivery will be done would be beneficial to all. 

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

  
  

  Business Response

  Date: 04/04/2025

  Salem Propane has submitted a response and/or proposal to resolve this complaint. The details are as follows:

  
  Date that proposal was made: 4/4/2025
  
  Description of proposed resolution: Permanent day before delivery call ahead
  
  Promised completion date: 4/4/2025
  
  
  In addition, the business provided the following additional details:
  The account has been set up for a permanent day before delivery call ahead. This customer has received day before delivery call ahead for the last 3 deliveries. 
  

  
  

• Initial Complaint

  Date:01/23/2025

  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 ordered a propane delivery as my tank was getting low (19-20%) on 1/8/25. On 1/17, I had not gotten a delivery so I called to get an update. They told me they had my order but that they had 10 business days to fulfill it so I should have it by the 22nd, I told them I'd need to know when they were coming if they wanted the snow cleared. At that time, I also lowered the temp in my house to 62 to preserve propane. On 1/21 at noon, my level was at 4% and I called for an update and explained my urgency because of subzero temperatures. I turned the temp down to 55. ***** was very nice and said she'd try to get to the bottom of it and she'd call me back. She called back at 3:35 and left me a VM to let me know that she didn't have an answer. 3:40, I called back and let another employee (who was in **) know that it was basically out and that nobody would be able to reside in the house. She said she had to leave for her lunch break or she would get in trouble but that she would call me back. She never did. 1/22/25 Empty take. Nothing was delivered. I am uing.sing multiple electric heaters to prevent frozen pipes. I called the 24/7 phone number multiple times and got VM. I left messages twice. I then called a different number and got a lady who was willing to open an account but didn't have office access to my records. She was willing to page a delivery driver but couldn't guarantee that they wouldn't charge me an emergency delivery fee. Still no heat in home and electric bills going up to prevent pipe freezing

  Business Response

  Date: 01/23/2025

  This customer is a will call customer. She has chosen to be responsible to keep an eye on the percentage of propane in her tank and place orders. We advise customers to place an order when the tank is at 30% to ensure a delivery can be made before they run out of propane. She was under 30% when she placed her order. She was offered an expedited delivery which she declined as she did not want to pay the fee associated with an expedited delivery. During the winter especially cold and snowy ones such as we are experiencing currently it can often take ***** business days to make deliveries. All of our customers have the option to be on automatic deliveries as an option instead of will call. 

  Customer Answer

  Date: 01/24/2025

  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of my decision appear below.
  
  The business says in their rebuttal that it can take ***** days for them to deliver.  Well, I didn't file the complaint until it had been 14.  It has now been 16.  

  They are not holding themselves accountable to their own ***** day commitment.
  
  Regards,
  
  **** *******
  
  
  

  
  

• Initial Complaint

  Date:11/26/2024

  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.

  They were made aware by not only myself but the heap agent that I would require an emergency fill due to when I took over the home and placed an order. ******* refused to send anyone out for 3 weeks despite it being an emergency. All she offered was conservation tips but when I have 3 things attached to propane there is only so much I can do to conserve when I have small children at the residence. She refused to let me speak to a manager.

  Business Response

  Date: 11/26/2024

  Customer did not call in to have the ******************** put into her name when she originally moved into the residence. She waited until the propane tanks were low and she needed a fill to call in. When a new person takes over a residence we are required to do a safety inspection on the system. This is a scheduled appointment with a certified technician. This time of year our service schedule is very full. She set her account up on 11/15/2024 and service was scheduled less than 30 days after she set up the account. We are unable to get to her any sooner due to the other appointments that were scheduled before hers. We have had multiple conversations with the customer to advise of this. Customer was not denied the option to speak to a manager, she was speaking to the manager the last time she called in, and the manager has had multiple email communications with the customer as well. While we understand and appreciate her situation, we have numerous customers in the same situation that we must provide service to on the date they were scheduled. The customer has the option to go with a different propane provider to bring her tanks and deliver propane if she chooses. 

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair 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 called on January 9th to get my propane tank filled as I had 13% of fuel left. Gave them enough time to get me on their list. They didn't fill my tank and on January 18th I ran out. I called the emergency number on the morning of January 19th but it went to voicemail. The regular business phones just put you on an indefinite hold and their email's got bounced back. I ended up driving to their office at 9am on January 19th to plead with them to fill our tank. They replied they are doing the best they can, but it wouldn't be that day and most likely not the weekend. I once again called their emergency line on the evening of January 19th which promptly went to voicemail. It is Saturday January 20th and we have no heat and rely on some old kerosene heaters thank God I had kept. We always pay our bills and actually have a large credit with this supplier so it isn't the case we aren't paying out bills. This is unacceptable to do to people in the coldest snap of the year. From the looks of recent ****** reviews, we aren't the only ones with this problem. While Salem Propane is out filling customers that HAVE fuel, they are ignoring customers that have run out and need their help. UNACCEPTABLE IN EVERY SENSE OF THE ***** If not illegal, it should be!

  Business Response

  Date: 02/09/2024

  Good Afternoon,

  Yes he did call @ 13% but we have always said that we have A **** Business Days to deliver. We always try to deliver propane earlier than that, thats why we tell customers to call @ 30%-20% so there is plenty of time to get everyone.

  As I explained to customer, unfortunately we had 2 drivers call off 2 days in a row. Which cost us appr ****** deliveries for those days. I called ******* that weekend after drivers called off and was sent 2 drivers to help us out. I did feel awful, but we had to get caught up and try to get to everyone, as I can not control drivers calling off.

  I have been doing this for 19 yrs, we are a great company and pride ourselves on our loyalty and great service. This situation was out of my control and we have never had an experience like this  before and hope never again.

  And yes customer does have a credit, has to pay upon delivery so they have been making payments and have built

  To help the customer with this I did a $100.00 Credit on their acct.

  Thank you,

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

  Customer Answer

  Date: 02/12/2024

  Better Business Bureau:

  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

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