ComplaintsforBrightStar Propane & Fuels

• Initial Complaint

  04/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since becoming a customer with BrightStar in April 2022, I've experienced the following issues: Paid $60 for a rate lock in, even though I didn't have to because I was eligible for new customer pricing. Was not able to have this amount returned. Initially charged for more gallons at an incorrect, higher rate than I received for a fill on 12/8/22, for which I had to call to lower the rate and correct the number of gallons filled. Incorrectly charged a minimum usage fee that I had to reach out to remove as I wasn't a customer for a full year. The main complaint is that I received a fill and a charge for $437.57 on 1/9/23 because my account was incorrectly flipped to autofill by system changes that BrightStar admitted was an error on their part. I did not order this and did not even get as much as a notification that someone was coming to fill my tank. I called initially and was not offered a resolution, so I followed up twice with emails (1/9/23 and 2/15/23), filling out their online form (March 2023), and finally a fifth contact on 4/13/23 with a phone call, where they informed me that it's now too late and they are not able to make any changes to the charge.

  

  Business response

  04/27/2023

  Bright Star has fully addressed and corrected any and all issues regarding Mr. ********’s account. The $60 rate lock-in fee was credited to his account considerate of being a new customer. As he accurately noted in his complaint, the incorrect pricing due to a system update for a propane fill on 12/8/22 was corrected to a significantly discounted promotional price at the correct gallons. The propane fill on 1/9/23 was indeed mistakenly made due to our system incorrectly setting Mr. ********’s account to auto-fill, however this has been corrected in our system to not happen again, and we additionally provided Mr. ******** a 10 cent per-gallon discount on this delivery for the inconvenience. We feel that all issues with Mr. ********’s account have been adequately addressed, and we also continue to waive any late fees related to the $408.21 balance due on his account until payment can be made. 

  Customer response

  04/27/2023

  I should not have to pay for services I did not request. The additional charge and propane is extending my tenure with the company, which I wish to cease when the tank is empty due to the aforementioned issues. It will take more than $30 off to fix this, and the next step will be a small claims court filing if the action is not corrected further.

  

  Business response

  04/27/2023

  We would be happy to address any further specific concerns that remain with the account, however at this time we have addressed all issues and specific requests made. Without specific action being requested, we could offer to remove the tank and remaining gallons with a credit to the customer for any unused gallons.

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