Complaints

This profile includes complaints for Quarles Propane & Oil Heat Fredericksburg's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Quarles Propane & Oil Heat Fredericksburg has 7 locations, listed below.

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  Quarles Propane & Oil Heat Fredericksburg

  1701 Fall Hill Ave Ste 200 Fredericksbrg, VA 22401-3564

• 

  Quarles Propane & Oil Heat Fredericksburg

  3300 Beulah Salisbury Dr Fredericksburg, VA 22408-7327

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  Quarles Propane & Oil Heat Fredericksburg

  1006 W Market St Harrisonburg, VA 22801-9001

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  Quarles Propane & Oil Heat Fredericksburg

  15427 Brandy Rd Culpeper, VA 22701-4627

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  Quarles Propane & Oil Heat Fredericksburg

  811 Smithfield Ave Winchester, VA 22601-5409

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:05/06/2023

  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.

  On Monday, May 1 we noticed we were seriously low on our propane. My husband, *******************, called Quarles who scheduled a delivery for Friday, May 5. ***** called Quarles Tuesday, May 2 and Thursday, May 4 to confirm this delivery date. In the meantime we conserved as much propane as possible by reducing our hot water usage. On Friday, May 5 we still had hot water, but Quarles never delivered the propane. ***** called again that night and reached the answering service who sent an emergency message to the Quarles team. Saturday afternoon we ran out of propane. We received no contact from Quarles or any indication that our promised delivery would be made. I called Quarles at 3:30 pm, and the answering service informed me that they would send an urgent message to the Quarles team, but they may not check it until Monday. They also informed me that Quarles had no drivers on call to deliver gas this weekend. At this point we have no hot water which means we have no stove, dishwasher, access to hot showers or the ability to do laundry. This is the third time our family has run out of gas under Quarles. This company has exhibited egregious negligence towards its customers and should be held accountable. *********************

  Business Response

  Date: 05/09/2023

  Good morning *************,

  We apologize for the inconvenience. Our records indicate that your delivery was made yesterday, 05/08. Please keep in mind that our delivery time frame can range anywhere from **** business days depending on the time of year and staffing. It is imperative that we are notified when your tank is between 20-30% to allow ** that window of time to deliver without you being in danger of running out. We do our best to prioritize deliveries as much as possible, however, all delivery dates are tentative as unforeseen events do occur such as break downs, driver(s) run out of product, etc. 

  Please do not hesitate to reach out with any additional questions or concerns. 

  Quarles Petroleum
  Customer Service & Sales
  *******************************************: ************ | www.quarlesinc.com
  Fax: ************
  **************, ** 22401
  AJ

• Initial Complaint

  Date:05/03/2023

  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.

  4/12/23 at 5:40 a.m. we purchased fuel at Quarles Fuel at ************************************************. Driver on next pump obtained fuel on my credit card at the same time. This is a station with no attendant. Their is a central location to pay for fuel and from there you select the designate pump to pump fuel. We contacted Quarles that day, informed them someone had used the card from the terminal. Told to wait 24 hours. Next day it showed up. I spoke to Quarles again & was informed that a police report needed to be filed to dispute charge before they would investigate. The company, ************** ************** Logistics with various addresses), obtained ****** gallons, total price of $467.72. While communicating with Quarles and in a good faith effort to resolve this matter, I was able to locate company. I spoke with ***************************** at ************. He admitted they obtained fuel. ***** said he would reimburse for the fuel but only by pumping into my truck up to ****** gallons. He refused to reimburse $467.72 as his "Quarles" rate is lower. I spoke with Quarles to see if they would remove charge from my account and with agreement of **************** charge on his account. They refused. Quarles says that per policies (issued on 3/31/2023 and never provided to its venders) I am responsible for all unauthorized charges. Quarles has violated the Federal Trade Commission's policies as they are threatening to place my account on hold, hold me responsible for unauthorized transaction, charge me interest and late fees. They are demanding full payment and demanding that I go after party myself. I did not purchase this fuel. I did not authorize purchase of this fuel. I have done everything Quarles required me to do. I am a woman owned business that depends upon fuel to run my business. By Quarles threatening to cut off my account they are also threatening my income. I do not have the resources to pursue a lawsuit against the other company for this unauthorized transaction.

  Business Response

  Date: 05/11/2023

  We've reached out and left multiple voicemails for this customer and have not received a call back or response. 

• Initial Complaint

  Date:03/21/2023

  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.

  In January I started using their service since they were running a promotion that promised to put in $250 credit when openning account. It has never shown up. From January to today (March 21) I have called them 4 times. At the first 2 months each time they always told me the credit would shown up in the next statement. It never happened. Since last week, I called them twice (3/16 and 3/20) and I was promised that I would receive the credit within 24 hours. Which was still not happening.

  Business Response

  Date: 03/22/2023

  Good morning,

  The $250 credit was applied to your account yesterday, Tuesday March 21, 2023.

  Quarles Petroleum
  Customer Service & Sales
  *******************************************: ************ | www.quarlesinc.com
  Fax:************
  ********************************************************************************
  AJ

  Customer Answer

  Date: 03/22/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  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. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***********************
  
  
  
  

• Initial Complaint

  Date:05/29/2022

  Type:Customer Service 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.

  Received an invoice from them dated May 9, 2022. I called and asked why I was getting charged $95.00 for the tank rental and they refused to waive it this year since I did not use 100 Gallons of propane. They do nothing for this tank for maintenance or anything except for filling it when called. They charge a delivery fee and I only use this fuel for my stove top and two ventless gas stoves. The agreement states that "minimum usage requirement of 100 Gallons per year or a Rental Fee MAY BE charged. It does not say how much and does not say WILL BE charged. I do not know why they will not waive it and Yes I did get ugly with the woman that spoke with me when she said that they would not waive it. Then threatened to end the call with very little cause. Guess they are about gauging people and not be customer service oriented.

  Business Response

  Date: 05/31/2022

  Good morning,

  This has been resolved. 
  

  Quarles Petroleum
  Customer Service & Sales
  *******************************************: ************ | www.quarlesinc.com
  Fax:************
  1701 **************** | **************, ** 22401
  AJ

  Customer Answer

  Date: 05/31/2022

  Better Business Bureau:
  
  
  I have reviewed the offer and/or response 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 the offer I reviewed appear below.
  
  
  [They don't want to face the truth that they do not have good customer service and they're going to leave me without propane service as of June 9th even though I made the good gesture the other day to send them the $95 for the tank rental which I feel is uncalled for.]
  
  
  Regards,
  
  
  ***************************