ComplaintsforVirginia Propane
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Complaint Details
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Initial Complaint
06/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Late last fall, I had a whole-house generator installed at my house. The generator runs on propane. Virginia Propane/Superior Plus is my propane company. It took quite a while, but eventually a VA Propane tech came out to my house and connected the generator to the propane line. The generator was installed within a few feet of my propane meter/connection to my house. No digging was required and the job only took a couple of hours. The generator is fine - weekly tests indicate that both the generator and its connection to the propane line are a-ok.I received a bill in April from Virginia Propane for $950: $800 for "service labor" and $150 for the permit. I called my generator company (Never Dark) and they said the labor charge sounded much higher than usual. Unable to get through to a customer rep at VA ******************** HQ, I called my VA Propane rep ********************* on May 9, 2023. *** called me back and said that the labor charge should have been $500, not $800, as I was a current customer of VA ********************. He indicated that I should pay only $650 ($500 + the $150 permit fee) and note on the bill that we had spoken. I did this and mailed in the $650 payment later that day.On June 2, 2023, I received an electronic bill from Virginia Propane for $309.50 - $300 in "remaining" labor charges, and a $9.50 late fee. I called VA Propane at ************** and after waiting on hold for 30 minutes, I spoke with a rep named ****** who said that someone from VA Propane would be in touch with me either that day or over the weekend. No one has called. I have called the VA Propane HQ line today and the phone just rings and rings.I would like an electronic statement from VA Propane that a) shows I do not owe them the additional $300 in labor charges and b) shows that I do not owe them any late charge or fee of $9.50.Business response
06/06/2023
We are submitting a credit for the $309.50 to **************. His account balance will reflect **** within a day or two.Initial Complaint
02/27/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
My complaint is against Virginia Propane.After several unsuccessful attempts I finally reached the today (Feb 17,2023) requesting removal of their rental propane tank.I was told it wouldnt be until sometime in the spring When I asked what month I was told we dont know .Ive been a customer for 11 plus years and find this time delay and poor response to be unacceptable and lousy business practice.Customer response
03/17/2023
[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Better Business Bureau:
At this time, I have not been contacted by Virginia Propane regarding complaint ID ********.
Regards,
***********************Initial Complaint
11/21/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This year, I have been working on having a propane-powered whole-home generator installed at my house. Back when I signed a contract with *********************, I got in touch with Virginia/Superior Propane about it and they reassured me that when the installation date neared, I should reach back out to them, and they would set a date to come and connect the generator to my existing propane line and tank.I received a quote from *** ************** and I told him the quote was fine. I even signed, scanned, and returned the approval for the work back to him.Three months out from the job, I called. Two months out, I called. One month out, I called. The week before, I called. Each time, I was reassured that this would be no issue. At the end of October 2022, the generator was fully installed at my house, but it is sitting there useless, waiting for Virginia/Superior for five weeks now to come connect it. I call most every day and cannot get a simple call back from Virginia/Superior - my own home propane provider - to let me what date, if ever, this generator will be connected. Winter is coming, and if I have a power outage before the generator is connected, Virginia/Superior will have to reimburse me for any relocation expenses, spoiled food, or other costs. This generator could have been connected five weeks ago.Customer response
12/14/2022
Hello Better Business Bureau,Good afternoon. Please **** this complaint as "resolved". The propane company did eventually get in touch with me and connected my generator.If you need any additional confirmation, please text or call me at **************.Thank you and have a happy holiday,-****Initial Complaint
02/16/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Virginia Propane was contracted to provide propane at a determined PreBuy Purchase price of $**** per gallon. On October 25, 2021, I canceled service because of multiple billing problems including mismanagement of the gallons pre-purchased and being misbilled at a higher price than the PreBuy agreement. I have two homes being supplied by three propane tanks. Since October 25, they have picked up only one tank. The other two are still sitting in my yard. My last statement indicates they owe me for *** gallons of prepaid propane. They also owe me for the propane sitting in the other two tanks. I have made multiple phone calls to Marie requesting them to get the tanks and pay me for the propane. I have been told they’re too busy. I have emailed the company but received no response. I left multiple messages with Mr. Robert *******. I have received no response.Customer response
03/23/2022
[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Better Business Bureau:
At this time, I have not been contacted by Virginia Propane regarding complaint ID ********.
Regards,
***** ****
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Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.