ComplaintsforSuperior Plus Energy Services, Inc.

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For the past 2 years, I have contacted ******** for the removal of a disconnected unused propane tank with continued promises tank would be picked up. I continue to be billed yearly in the amount of $100. for tank minimum usage charge in spite of my efforts to have the tank removed

  

  Business response

  11/12/2024

  The tank will be removed by the end of the week and the charges will be credited back to the account. 

• Initial Complaint

  10/31/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company does not care about the customers that give them money and keep them in business. They only want your money. Disgusting. I called the week of 9/2 to cancel my service that I paid in full for the year for because my husband and I were moving (have moved now, we don’t live there anymore.) they said “okay no problem, the refund process takes 4-6 weeks.” We said okay. The week of October 7th (start of 5th week) comes around and we call to make sure the refund is going through as we were moving October 12th. They said yes, keep waiting because it does take 4-6 weeks. My husband called on Thursday the 17th with no answer & again Friday the 18th and they told us “the new homeowners haven’t signed up for services yet, so we can’t refund you” WTF does that have to do with me and MY money?? My husband said no I want to talk to your manager or something because that’s not right. He was told he would receive a call by the end of day. He never got a phone call back. When he called on Monday the 21st no one answered at all. He waited all week to receive a call back but got nothing. On Tuesday the 29th he called AGAIN and they said that the refund process was actually never started until Friday the 18th when he called to check the status and that we had to wait ANOTHER 4-6 weeks. He said no way, let me speak to your manager. The manager did not answer and never called back. AGAIN, Wednesday the 30th, he tried to call and was forwarded to the manager with another no answer, no call back. I am beyond frustrated that they are holding almost $1500 of ours hostage. If we get our money back at the END of another SIX weeks (November 30th-going into December) they will have had our money for around 12 weeks. That is 3 months out of the year that they are keeping our money for a home we no longer live in. I understand they are in an ownership transition at the moment, but people need their money to live and they are giving the run around.

  

  Business response

  11/01/2024

  The service office will be contacting the customer. The check will be sent by over-night courier on Wednesday, November 6th.

  Customer response

  11/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ********
  
  
  
  
  

• Initial Complaint

  10/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am filing this formal complaint regarding Superior Propane Company’s (formerly *******) handling of my account and their unauthorized charges. Superior Propane acquired ******* recently. 1. Superior Propane discontinued my monthly budget payment plan w/o any prior communication. As a customer of *******, I was used to paying for propane in monthly installments, which helped me manage household expenses. When Superior took over, they canceled this arrangement without informing me or offering alternative options. 2. Superior Propane claims to have delivered propane to my residence on 3 occasions this year, with charges of $840, $840, and $1,171. No records of these deliveries exist in my online account history, nor did I receive receipts or physical documentation of these supposed deliveries, as I did under *******. The meter was also recently removed from the tank. 3. On August 26, 2024, I received an email from Superior Propane (under *******’ name) stating that I had an overdue balance of $2,074.71, attributed to "Converted Balances" of $2,582.71. I have no understanding of what these "Converted Balances" refer to, and no clear explanation has been provided. 4. On top of these issues, Superior Propane processed an ACH transaction on my bank account for $2,074.71 without my prior authorization or approval. This charge was made after I called and requested 9/16 to roll these charges into a new budget payment plan, and I was told they would follow up with me. Then they processed the charge without contacting me or confirming. 5. I requested a call back specifically to arrange new budget payments. Despite this, no follow-up occurred, and they proceeded with the unauthorized charge. Their lack of customer service and transparency in communication has left me feeling frustrated and without proper resolution. I am seeking: Immediate refund of the unauthorized $2,074.71 ACH charge. A detailed and accurate record of all deliveries, charges, and account balances

  

  Business response

  10/04/2024

  In regard to the customer's request for a refund, the credit card was credited in the amount of $2,074.71. The records the customer asked to be provided were e-mailed to the customer at or around October 2nd.

  Customer response

  10/05/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, ******* *****

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was on a budget plan for propane. At the end of the year I had a credit of $675.46. On 8/2/2024 I spoke to an Alyson M******* and requested a refund of my balance. She said she had put the request for a refund in. It is now 9/9/2024 and I still haven't received my refund. I have contacted Alyson and she said the check was cut and I should have got it. Please help me receive my refund. I paid my budget instantly with electronic payment and I have been waiting for a refund check for over a month. This is terrible business practice.

  

  Business response

  09/16/2024

  The manager looked into this issue and saw the check was cut at the end of August and mailed. The customer should have received the check at this point. We apologize for the inconvenience and delay.

• Initial Complaint

  08/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They had not come out to read my meter from November of 2023 to March of 2024. I had to call several times to get them out here. I consequently had a $200 bill in March from them not reading the meter for more than 4 months. The very next month they came out in April of 2024 and billed me $327. My normal monthly bill has averaged $33 consistently for the last year up until this point. I made several phone calls asking to speak to a supervisor and sent 2 emails through the website before a supervisor finally contacted me. He left a message saying he was really busy and would look into it and get back to me and it has been more than a month and I have heard nothing. They have sent me notices threatening to shut off my service. They are also charging me finance charges on that bill.

  

  Business response

  08/20/2024

  The manager has been in contact with the customer. An explanation was given and a credit will be applied to the customer's account.

  Customer response

  08/24/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I was billed for 10 times my normal amount and then he offered me a credit equal to < 15% of that amount. Not acceptable.  Based on the other complaints that I saw on your site this is apparently happened to numerous customers during the same couple of months period that they were switching from ***** to Superior. My bills average $30/mo and I was billed over $300 in April. That was after a $200 bill in March because they hadn't read the meter since November of 2023. Not acceptable.  Regards, **** *****

  

  Business response

  09/04/2024

  The manager has been given authorization to credit you 40% of your usage during the 11/2023 – 4/2024 time frame.  There is a credit posted to your account in the amount of $270.20 (71.125 gallons at 3.499/gallon). 

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In November 30, 2023, I cancelled my propane delivery service with Superior Plus Propane. On December 19, 2023, I requested they come pickup their 100 gallon tank which still has fuel in it. I was told that pickup would be delayed because personnel were busy delivering fuel. In March or April I called to have them pick up the tank. They said they would handle it. I have repeatedly called to have them pick up the tank only to continuously be gaslighted, pun intended, including today. I think 8 months is more than enough time to remove this tank and send me a credit I have for $14.22 and refund me for the fuel remaining in the tank

  

  Business response

  07/23/2024

  The tank is scheduled for pick-up today, 7.23.24, and the refund will be submitted. The refund should be expected within a few weeks.

  Customer response

  07/24/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am unwilling to close this complaint until I receive my refund. Regards, **** *******  

• Initial Complaint

  05/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to apply for the Raft program to get a past due bill paid in order to get a delivery for almost 2 years now starting with ******** ******* before the merge. Account number *******. Superior Plus Propane either doesn't call me back, return my emails or tells me they don't give out letters or any form of proof that delivery is on hold which is all I need to be able to submit my application to pay them. During this time they are charging me late fees every month and a fee for not using propane. I haven't gotten a propane delivery in almost two years now due to my account being on hold but unable to get what I need from them for government assistance. We are a low income household and with the way the company has been acting about a letter to get a past due bill paid, I'm doubtful they'll give me what I need for fuel assistance. We have asked for a payment plan for the past due balance and tried to negotiate the $400 bill they merged with our account from the previous owner of the house to get the bill up to date and a delivery. We were ignored for a payment plan and told we had to pay the $400 additional from the merging of the two accounts that we never approved of, no one asked me or got a signature from me saying this was okay. It is not my problem the old owner didn't tell them she sold the house, you can send it to collections. I can't go a third winter without a delivery with someone who is disabled and a newborn living here. We have tried for two years to reach an agreement and unfortunately we haven't. At this point I refuse to speak with anyone on the phone so I can have documentation of our conversations or lack thereof. All I want is the document I need to get the payment to them and the removal of the $400 they dumped on us so I can look for another propane company.

  

  Business response

  05/29/2024

  
  This is to inform you that a delivery was made to a tank owned and maintained by ********
  ******* located at *** ****** **** ** **** *** * ** on 3/5/2021. This delivery was billed to the
  previous owner because the Sterling office was not notified that you as new occupants had moved in.
  Our office staff spoke with ***** and there was an agreement and understanding on her part that they
  were responsible for that delivery. The office then credited the previous homeowner's account and we
  rebilled the delivery to the account established for ***** and ****** *********. This action made it
  appear that the balance on the account went up roughly $400.00 seemingly without a delivery on the
  date of September 12,2022. As a result, your account is presently on a delivery hold until the past due
  balance of 120+ days in the amount of $1133.28 has been paid, we are happy to notify you that all
  finance charges that had accrued on said account have been waived. If you have any questions or
  concerns please feel free to contact us at ###-###-####.
  Thank you
  Customer Service Center Manager : Tim M*****

• Initial Complaint

  05/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The company is refusing to serve my property at *** ****** ***** ****, in Greene, New York, though they had serviced my property in the past. I believe I'm being discriminated against because of my age.

  

  Business response

  05/30/2024

  In reviewing this complaint and issue, it was found that Mr ****** applied for credit with Superior Plus Propane and was credit approved in January 2024. A site assessment was set up in January of 2024 and during the assessment is was determined the property was a high-risk delivery and could not be serviced safely. When the site assessment was performed, the tech had to leave his truck and walk to get to the tank site. The propane delivery truck driver would need to back into the dangerous and narrow driveway as there is no turn-around space available. There is also a steep drop-off near the driveway at the property. Our company does not age discriminate however we do make employee and customer safety a very high priority.  The decision not to set up an account was not due to Mr ******’s age but rather for safety reasons.

  Customer response

  06/04/2024

  In the last response from the company, they indicated that the driveway was "too dangerous" to navigate.  However, they failed to let you know that they went on my property, without my permission and took the tank that had been there for years.  In essence, they trespassed and took the tank.  I'm attaching the photo of where the tank had been placed before they denied service.  So, clearly, the only thing that has changed since I had service with them is my age and now that I am a senior citizen, they feel they can discriminate against me and even come on my property without my permission, since they CAN safely navigate the driveway.  

• Initial Complaint

  03/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This fuel company has been charging me fraudulently. In February 2024, they arbitrarily increased my fuel cost from $3.60/gallon to $4.35 a gallon. On March 23, 2024, they fraudulently charged me $758.81, claiming they filled my propane tank with 177.7 gallons (they never refilled my tank, as it is still empty).

  

  Business response

  03/27/2024

  With respect to the customer’s allegation regarding a failure to refill the tank, it appears we mistakenly billed him for a delivery made to a different address, which should have been billed to a different account. We have corrected this error.With respect to the allegation that his tank was “empty,” the customer is incorrect – their tank was not empty. In fact, today we made a delivery of 226 gallons of fuel to the customer. This is approximately 45% of the tank’s capacity, as the customer’s tank can hold 500 gallons of propane. Had the tank been empty, the delivery would have been considerably larger.With respect to the customer’s allegations regarding pricing, we note that the customer was previously offered (and declined) a fixed price plan, which would have fixed his propane cost at $3.60/gallon for the season. Because he declined fixed pricing, his propane cost rises and falls in accordance with the market.Although the customer had previously declined to avail of our fixed price offer, as a goodwill gesture we have billed the customer’s most recent delivery at $3.599 per gallon. We have also arranged it so that for the remainder of the heating season the customer will be billed at $3.599 per gallon. In other words, we are entering him into the fixed price plan so he receives the price he would have received had he signed up for that plan.

  Customer response

  03/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  ****** ****
  
  
  
  
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We have been a client of ******* for 7 years now, since April 2017. For 7 years we have been on auto delivery and have paid ******* without any interruption. On March 31, 2023 we paid ******* $981.22 and our online account indicated current and in good standing. In February 2024, it was identified that our tank was EMPTY. Our auto delivery had apparently stopped without any notice from *******. Upon going into our online account, again the account indicated current and in good standing. Upon calling ******* we were advised that a rental fee was assessed to our account in April 2023 - so mere weeks after ******* was paid close to $1000. In August, ******* apparently cancelled our account for lack of paying of a $129 rental fee that we had never been made aware of, have no email correspondence about, AND as we are signed up for text alerts, did not recieve any alert in that fashion either. Upon talking with *******, we were advised that we must pay $128.74 in order to reinstate our account in order to be able to order fuel - that was supposed to be auto delivered. Once we paid that fee, that we had never been assessed before, we were told that we were on the list and fuel would be delivered in the next 5-7 business days. We could get the fuel delivered earlier if we were to pay an additional $200, we could get second day delivery, OR pay $400 additional and we could get next day delivery. So after being good paying clients for 7 years, ******* places a bogus fee on the account, cancels with no notice, and then extorts additional money from their clients to get fuel delivered expeditiously when you have no heat source in the middle of February. I am so thankful to be a part of the ******* business family.Absolutely horrendous policies and procedures and allows their agents 0 ability to help their clients.

  

  Business response

  03/08/2024

  ******* has sold the Propane business to Superior.  I have passed along the complaint and customer information to them so that they can reach out to their customer.

  

  Business response

  03/27/2024

  Just so you know, this is the exact complaint sent to ******* in February and was resolved on February 25^th.

*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. ↩