ComplaintsforStar Tex Propane Inc
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Star Propane, Burnet uses BAIT & SWITCH tactics & does shoddy work. Sep.2021 Star Propane tech inspected our 250 gal. ****, gave a written estimate to refurbish it to stop a leak. The tank capacity @ 20%. Apr.2022 tech arrived to do the work. He stated tank needs to be pumped out for additional $270 to $450 to do the repair. A bobtail pump truck would be needed for about 3 hrs. & possibly a service truck for 2 hrs. Questioned why this was not on the estimate, he said or the tank could be seal by re-doping the pressure gauge so the remaining 18% of the gas would not need to be removed per quote. I believe Star Propane was using the unethical BAIT & ADD ON practice. This information should have been on the original estimate! I chose re-doping which stopped the leak FOR A LITTLE WHILE. Tank is used use only for a backup generator.Oct.2022 Star Propane refilled the tank. Tank started leaking gas again in Nov.2022. Jan.3 & 26, 2023 tech attempted to stop the leak by re-doping. I am told in another estimate OLDER TANKS CAN START LEAKING AGAIN, a complete re-build would be necessary. Star Propane should never mention re-doping an older tank since it will probably start leaking again? A responsible company would offer only the pump out/refurbish for older tanks. The Star-Tex Propane General Manager @ **** HQ kept repeating this a privately owned ******** would be responsible for the parts price, the pump out & the ***** per hour labor charge to stop the leak. Re-doping is not a permanent repair. I proposed I will pay for: upgrade parts, 1 hr. labor & he would send the bobtail truck, if necessary the service truck & replace my fuel pumped out at no charge because they were not honest with me. The ** refused my offer. An alternative would be for them to refund 1/2 of my repair cost. I have given ample time to re-evaluate his decision before complaining to the BBB. An ethics complaint has been filed with the ***** Attorney Generals Office.I have stopped the leak.Business response
04/03/2023
Good morning, I just wanted to respond about the complaint by ******************* There are two sides to every story, and his version isnt what happened.
When our service tech went to Mr. ******** on the original trip, we informed him of the cost to fix the repair properly, or he could let us try to fix it by backing out the gauge and putting pipe dope around the threads of the gauge and hopefully it would stop it. He informed us that he would like to try to fix it without spending the money. Look at the time frames in between all the times we went out to look at tank. As far as bait and switch, or us being unethical, we informed him of the cost up front and he chose to try to fix it the cheap way. We are not responsible for any repairs as he knew the possibilities up front. We have contacted the Railroad commission of Texas and they agreed with us as well. There is no responsibility on Star Propane. We wanted to fix the problem and ****************** just wants us to do it for free. Tell us why here...
Customer response
04/03/2023
Complaint: 19543720
I am rejecting this response because: StarTex Propane version is simply not true. The technician did not tell me or quote the pump out procedure (see the original estimate attached). It is not just "He said, the other He said" situation. The time line has nothing to do with the leak. A leak is a leak.
Regards,
*********************Initial Complaint
03/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Feb. 5, 2022. Contracted with StarTex Propane to purchase 250 gallons of propane. Propane delivery price agreed at $2.69 per gallon. Propane delivery totaled 100 gallons due to poor weather conditions. Customer agreed to the remaining delivery because StarTex delivery person's assurance that "He'd be back in a week or so to complete the order." After one month of waiting for the remaining delivery, customer contacted ********************** about remaining delivery. StarTex owner refused to honor the originally agreed upon terms (price) and insisted on changing the purchase agreement to a higher price. I expect StarTex propane to honor the purchase agreement terms in every detail and would like for the BBB to help StarTex propane to understand common business practices and personal integrity in delivering an agreed upon transaction.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.