ComplaintsforSuperior Plus Energy Services, Inc.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I paid my full balance and for a full tank of propane. I asked to have my account closed upon selling my house-and also asked what was the typical procedure for closing an account when there is propane left in the tank. I don't know if the new owners wanted to use the propane or not, but it was already paid for and they will not close the account or stop my service. I keep getting bills every year after asking repeatedly to end my service. I paid close to $300-maybe more to fill the tank and if there was a fee associated with removing it or a refund due to me, it has not been communicated. They just continue billing me. I submitted a previous complaint, which went unanswered. I called today and got a recording stating please hold due to high call volume, then it sounded like someone picked up, but did not speak for close to 5 minutes so I hung up. I have emailed the local contact (Debra), and have also submitted requests through their main website. I would like them to pick up the tank free of charge for the all of the confusion and frustration they have caused and issue a refund to me if there is still propane in the tank. (which I imagine there is since it was full when I moved out, but continue receiving "minimum usage charge" and they have placed my account in "past due" with late fee assessments. I anticipate they are now attempting to file it on my credit report instead of simply closing the account as requested over 2 years ago. Beyond frustrating.

  

  Business response

  02/26/2024

  Superior will be crediting the minimum usage charge (MUC). A service tech will be sent to pick up the tank at no additional fee and any product remaining in the tank will be credited and a refund will be issued.
  

  Customer response

  02/27/2024

  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

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 8/3/23 I began the process burning propane as my main source of heating, The set rate was 3.92 per gallon I had 76.7 gallons delivered. the next Fill up was on 11/15/23 117.9 were delivered at the same price as previous. Realizing I would be burning a considerable amount of propane I called customer service. I spoke with Melissa C*** to try and negotiate a better rate per Gallon. Melissa was able to reduce the Price per Gallon to 3.67, on 12/12/23 a delivery of 145.3 gallons was delivered at the price of 3.67 per gallon, as a result according to Melissa I was placed on a tier two level of price per gallon do to the amount of propane i would be consuming however my next fill on 1/2/2024 of 95.7 gallons was priced at 3.92 less a 5cent discount for being a veteran. I called Melissa to discuss the price increase. Melissa stated the price of propane nationally increased so therefore they would increase for their customers. A check of the national average as well as with other local propane companies prove her statement to be false. I feel this company is price gouging!!. the current rate is 4.37 per gallon on my account and I expect it will only go higher as the price has increased by 10 cents each day for the last four consecutive days the price per gallon has risen from a negotiated 3.67 per gallon to where it is know 4.37 in one month. my tank is nearing another refill and it appears the closer the refill the higher the price per gallon will be...I feel i'm being taken advantage of. this company's pricing is almost double the national average. I will be exposing this company for what it is, a fraud.

  

  Business response

  01/26/2024

  Customer was contacted. He explained he is no longer burning wood due to a back injury, of which we were not aware. The usage increased from 97 to 634 gallons in one year and was placed in the corrected pricing tier. At that time Mr. ******* did not understand that the 75 cent difference was given due to the increased usage, but he felt as if he was getting taken advantage of. Customer had not signed up for lock-in or pre-buy therefore he was at variable rate. Time was taken explaining the difference between fixed vs variable and the tier pricing. Customer was also made aware of the PURL program that begins in May to lock in to a fixed rate. The customer seemed thankful for the time spent with him and the explanations.

  Customer response

  01/30/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, However some of their comments are not accurate. I will accept the response and resolution they provided for now and continue to monitor the rates within the state of CT.     Regards,  **** *******

• Initial Complaint

  01/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

     This complaint was taken over the phone by BBB Employee *****. Consumer is having a kidney transplant in two days and is in need of her  propane tank filled. She had made a request for a delivery on 1/17/24 and nothing had been received.    Ran out of propane- Pipes are frozen due to outage. Five days ago I placed and order for propane and they could not give a date for delivery. The business has sent me a bill for a delivery charge of $200.00. My account # is ********

  

  Business response

  01/30/2024

  A call came in on 1.18.24 stating the driveway had been plowed. A delivery was made on 1.22.24. This was paid by HEAP. There is no invoice showing for $200.00.

• Initial Complaint

  01/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we sold our house in westfield MA 8/29/23. we lost a house we were supposed to buy; therefore we had to rent a room for 3 mo, while we reno a fixer upper in winsted ct 9/6/23. We met shortly after wi/ past owners superior propane, & was told unstable for connection, do to unsafe conditions, (even tho passed prof. inspection), so superior shut off usage for heat. He promised to come in 1 week, to repipe for safe useage & unlock tank. I called the co. @ least 20 xs wi/ no response, even tho I repeatedly received promises to resolve wi/ secretary's. Family Propane was hired as our provider, placing new tank on the next day, so we could have heat. I CA superior, & was told refund would happen, disconnected tank would be picked up, & we get reimbursed fuel cost. Unsure of amt they owe us, but prob. around 500$ total??? transactions were made on phone, thru *** acct. 10/20/chk #**** was cashed for 105.29. constantly calling wi/out any response. I want the tank out of my yard, & fully reimbursed for fuel in tank & all funds sent & cashed. Thank you.

  

  Business response

  01/24/2024

  The customer was contacted today. Explained that we tried to pick the tank up yesterday, but unsuccessful due to the very icy condition of the driveway. The pick-up has been rescheduled for next Monday and customer is fine with that time frame. Customer was told she would be credited the tank rental fee of $105.29, as that was the only amount due back. She never purchased the gallons in the tank from us and the previous owner was credited the gallons. The tank is and had been locked. She understood and is all set. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Prepaid approximatley 440 USD for a propane fill that was supposed to take place on 12/26/2023 after being told by an employee of ******** that they will be there that day....they never arrived. So I called again and they said they will be there 12/28/2023 never arrived. Called 12/29/2023 and was told that already came. Arrived home and the tank was almost 0 percent. Called again and was told they will be coming today 12/29/2023 at some point. A womna named Beth i beleive called and began to act like ti wasnt their fault, every excuse in the book. Just awful company that needs to be shut down. Thats basically stealing after prepaying and being told 3 times they will be there on 3 seperate occasions.

  

  Business response

  01/08/2024

  Please be advised that the customer was answered through the Company portal in which the customer also left a message.

  Customer response

  01/08/2024

  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

  12/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I cancelled my propane service in the first week of October bc I moved. Superior came and measured my tank levels and said I'd have my refund check in 6 to 8 weeks (which seems excessive). Well, it's been 10 weeks and still no check. When I call, I'm told different things and dates and even that the check was cut but it takes another 6 weeks to get to me?? Not acceptable. I want my money please, immediately. Thank you. Service address was **** ****** *** ******* ** *****

  

  Business response

  12/22/2023

  There was an inadvertent oversight and at this point the refund has been expedited. The expediting will be monitored and follow-up with Mr ******* will take place to assure receipt of the refund.  

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My propane account was closed by me 10/19/23, the tank was picked up 10/20/23. I've called twice and used their online account form to question when I will receive the refund of the propane in the tank. My online account shows it to still be open with a credit of $390.30. The person I spoke with at the Red Creek NY office confirmed this. It's now been 60 days and I'm still waiting. Obviously I could use this refund.

  

  Business response

  12/19/2023

  There was an inadvertent oversight and at this point the refund has been expedited. The expediting will be monitored and follow-up with Ms ****** will take place to assure receipt of the refund.  

  Customer response

  12/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Please be aware I have been promised this twice already. If the refund does not come, I will be filing again.  Thank you.  Regards,  ****** ******

  Customer response

  01/08/2024

  This account was closed with the help of the BBB. Superior Plus Energy was very stubborn and rude about closing my account and refunding the balance. After filing with BBB I finally got this resolved. Now, apparently a new billing cycle has gone through and it appears they did not close my account and have charged me another $96 for tank rental - of the tank they took away back in October of 2023. I can't get ahold of these people, and when I do they outright lie to me. I just want the account closed.

  

  Business response

  01/08/2024

  The charge has been removed and the account has been re-termed. 

  Customer response

  01/08/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  I do not want my account 're-termed'. I want my account completely closed to avoid future issues.  Regards, ****** ******

  

  Business response

  01/09/2024

  The account has been closed and termed.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am Disputing that Superior Plus Propane. They picked up my tank with 66 Gallons of Propane in it, which adds up to 269.94 that they said they would pay me but I got a bill on 11/8/2023 saying that I own them 107.75. they kept the 66 Gallons that I paid for.

  

  Business response

  12/12/2023

  At this time, the tank pick-up fee has be waived and the refund check request has been submitted

• Initial Complaint

  10/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please note I am filing under my husband's account because ****** has suffered a stroke. ********* ****. We were in a rent-to-own agreement with Eastern Propane and fully bought the tank approximately 10 years ago. We paid $50 for over a year. This tank has been on our property for about 20 years. Osterman Propane apparently bought this company out. Because we can no longer afford propane (we are Senior Citizens on fuel assistance) and because we were not ordering propane from Osterman Propane or ANY propane company, they hit us with a Tank Usage fee of $90 (which Lisa at OP said they would not waive). She went on to explain they have '"waived" it every year although I see no proof of this. I would have questioned it if I saw thin on our bill. They have been instructed to come take the tank and I have absolutely no doubt there will be a fee for this, too. I feel as if they are punishing us with this fee because they think we went to another company which we did not. My husband and I have an outstanding credit score which took years to build because we pay our bills on time and always have. But this is unjust. We feel as if OP is simply trying to pick our pocket. The tank is still there and I will notify BBB if there is a fee for removing the tank that we own. I will also work with The Mendon Senior Center to see if they can help us resolve this. What OP is doing is not right. We have NEVER filed a complaint the the BBB.

  

  Business response

  10/31/2023

  According to records the tank is company-owned and was picked up yesterday. All fees to client have been waived.
  

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  account #******* canceled propane service around July 3rd. was told 6 to8 weeks for refund of $846.00, after 10 weeks called office, office didn't refer claim to refund dept. said refund dept. would call me,never did, i called about 4 days later, local office ( ******** ****** **** ****** ** *** ******** ** ***** **** ************* ) which apologized and said check is in the mail. that was 2 weeks ago still no check. Its been almost 3 months, this is **, if the shoe was on the other foot I wouldn't have service GETTING THE RUN AROUND!! 

  

  Business response

  10/03/2023

  The check was mailed and will be arriving shortly, if not already received. 

*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. ↩