Complaints

• Initial Complaint

  27/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a contract with Super save for bin rental. My business was not going well but surviving. And I am in the process of selling the assets of the business and close my company. I called super save to ask how can I terminate the contract, and I was given an email address (retention@supersave.ca) and was told to send an email to that address informing of my intention to have the contact NOT renewed. So again to emphasize the point that I called to ask how can not have my contract NOT renewed just to make sure that I am doing things correctly. And I did exactly what I was told. And I sent an email on the 14th of December 2022 asking for not renewing my contract. On January 11th I get an email from them telling me that a representative will be my area to discuss the issue, the email I get does not mention anything else (they do not tell me that I should send an official registered letter) just a rep will visit me. And I keep sending reminders and all I get is “sorry for the delay” emails, until the term of the contract has ended and then I receive an email telling that the contract has renewed and they list my options: 1- move the bin somewhere else to use it myself 2- find a third party to take over the contract which is already overpriced. 3- buy out the rest of the renewed 5 years contract. And I reply by saying that I just want the contact not renewed that’s all. And all I get is “a rep will visit you”. And today I get a call telling me that the contract has renewed because I did not send a registered letter in the exact date I was supposed to “as stated in the fine print of the contract” which I did not read because I I called and I asked how to terminate the contract !!!! And I am left with the 3 above mentioned options. I think they train their employees to mislead callers to send an email instead of telling them how to really terminate the contract. What can I do? I am closing down and selling assets of my company?

  Business response

  06/03/2023

  There is a method of cancellation specified on the agreement. The customer is responsible for cancelling the agreement as required under the agreement.

• Initial Complaint

  17/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are moving from Brampton to Cambridge. Super Save customer service rep told us that Super Save does not provide service for our new Cambridge location, however they want us to pay for the remaining service (31 months). This is unacceptable, its not our fault that Super Save does not provide services in our Cambridge location. Why should we pay for a service that we are not using or cannot use. They also gave us an option to assign the service to a willing third party which we do not have because our Brampton units have not been leased yet.

  Business response

  06/03/2023

  Please be advised that the current term of your service agreement remains in effect until a future date.  As such, we are unable to accept your cancelation request at this time. We can, however, offer you the following options:
  
  1. Transfer the Service Agreement to a new location within our service area
  2. Assign the Service Agreement to a willing third party
  3. Buy out the remaining balance of the Service Agreement

• Initial Complaint

  31/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In April 2021 we advised Super-save that our rental tank was not complaint and was supposed to have been replaced in accordance to the BC Propane regulations and were told that a "new value" would be added to the tank to make it compliant. Super-save did not replace the value. In December 2021 we called to have the propane filled and were told the tank was too old to fill anymore. After advising the manager I would file a complaint with the BC ************ for their failure to replace the tank or value and leave us without a generator in -24 degree weather the manager put me on hold and came back saying it was "safe to fill" and a truck would be up in the next week. I was obviously concerned about the safety and was assured it would not be an issue and the tank would be replaced in April/May. After multiple calls requesting the new tank, we listed our house for sale and told Super-save they need to remove the tank in June. After calling each month (June/July/August/Sept) the tank was finally removed October 31, 2022. The tank had over 80% propane in it which the worker said would be credited and refunded to me. I then received a bill dated Nov 30, 2022 for $172.04 for a 2023 tank rental. I called and was told the billing just needed to be updated. I then received another bill for $194.25 dated Dec 01, 2023 for the tank removal. I called on Jan 19th and spoke with **************** Manager ***** that said she would look into it. On Jan 30, I received an invoice dated Jan 17, 2023 for $369.73 as the over due amounts I owe outstanding. I called Jan 31 and spoke with **************** rep **** that said she can see notes on the file and that the propane credit will be checking into a refund. She could not explain the $369.73 outstanding telling me they would email me later once they have completed the Jan 19 review. I explained it has been 4 months and this was ridiculous to which I was told "*** ******* ******* ***** ******** *** ****** *** ********* *** ***** ** ****r".

  Business response

  21/02/2023

  We sincerely apologiize for the length of time it has taken ro reconcile this account. A credit for this customers Removal Charge, Tank Rental and the fuel that was returned in the tank is being processed.

  Customer response

  23/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: while I am happy with the response " a  refund cheque request  for $356.29 will be sent out to you shortly",  with length of time it has taken to resolve this matter and my history with the company the reply that "the cheque is in the mail" is a concern.  I will consider the matter resolved when the refund cheque has been mailed and expect that should be within a standard time frame of two weeks.

  
  Sincerely,
  
  ***********************************

  Business response

  23/02/2023

  We understand you are frustrated with this not being amended sooner for you, however in response to the complaint a cheque for the amount you requested has been sent out.

  Customer response

  13/03/2023

  Please consider the complaint # ******** resolved. The refund has arrived in the mail.
  
  Thank you for your help!
  
  ********* ********

• Initial Complaint

  10/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Incorrect installation of propane line. Set in crush point. Big safety concern if my hydraulic fails. Company will not return my phone calls. I’ve been trying to get this fixed for a month and a half. My propane is now empty and I can’t heat my trailer or cook on my stove. It has been 7 days. Have tried calling every day with no help.

  Business response

  27/01/2023

  *** * *****

  Please note that our Propane Manager has been in direct communication multiple times to offer a solution. Super Save Group

  Customer response

  31/01/2023

  
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had my contract terminated with super save since sept 24 ,2022. They asked me at that time to confirm the tank was at 0% - it was and still is. No other propane supplier will bring me a tank, or hook up. Until the supersave tank is gone… they have told me it would be gone by now and it still isn’t. With cold weather coming, we require heat in our house. The house is heated by propane… I have expressed my concerns with supersave and asked several times for them to call me with no call. This is becoming a emergency with the cold weather. Thanks.

  Business response

  16/11/2022

   

   

  Hi ****,

   

  A member of our Customer Maintenance team will be in touch in regards to your outlined concerns. Ref ****** 

  Regards,

  Super Save Group

• Initial Complaint

  31/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are using Super save garbage removal service since 2018, because our lease agreement is terminated and we have to move out to this new location. We want to cancel the service but right now, they said, we have still 23 month in our balance and let me to pay remaining terms of the service agreement for 23 months, which cause 2580.55. It is crazily high and because our lease agreement is only 4 years, I do not know why they provide 6 years contract with us.

  Business response

  12/09/2022

  We have reviewed the customer's agreement form and will continue to provide service in accordance with the terms outlined in the contract.  If the customer is moving we can relocate the bin to their new address.

• Initial Complaint

  20/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  SuperSave Group delivered propane to our home on November 8, 2021, after the driver left we noticed he had driven over the concrete in our carport and cracked the corner. We contacted SuperSave immediately - they were initially very responsive and apologetic while making reasonable requests for information, photos etc. After a month or so of typical back and forth communication our emails went unanswered, after several months of frustration and no responses we escalated our concern through a contact form on SS's webpage where we were put in touch with an individual in Langley. This new person asked us for all of the original information plus several more details including a quote to have the damage repaired. We supplied all of the information we could and were process of obtaining a quote when we were informed the "new" lady handling our file had left the company and were passed along to another staff member (approximately 8 months after the damage happened). In June 2022 we were then informed SuperSave would not be held responsible for the damage as we have no video proof of the incident, there is a clause in their contract limiting their liability for any damages to our property and the driver reported he did not damage our property. SS's offer to rectify is to credit our account with $600. We find this unacceptable because 1) the damage was certainly caused by their truck (proximity to tank and house/ tire tracks visible in surrounding gravel) 2) the length of time to garner any response 3) after so many months spent trying to resolve this issue they suddenly come up with a driver's report which there had been no mention before 4) if they were simply going to invoke a clause in their contract why not do that in the beginning rather than give the impression they were working to resolve our issue. We have been treated with indifference and disrespect and wish to have a discussion with management regarding our matter. Thank you, ***** ***** *** *** 

• Initial Complaint

  05/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I rented 4 sections of construction fencing in fall of 2018 through my company *** ****** ***** ***. I rented from Super Save Fence Rentals as the construction site attached to the north of me had Super Save Fencing so I thought it would be easier once both sites were done for one supplier to pick up all of the fencing. In April 2019 the other builder called for their fencing to be removed. At this time Super Save mistakenly removed my 4 sections also as they were attached to the other site. I call Barb at Super Save explaining that their crew also picked up the 4 sections (40 feet) of fencing I rented. She apologized and offered to bring it back. I told her I was also done with it but wanted her to know that my sections were also picked up. She noted the account and thank me for calling. Every few months after that i would still receive charges to my ****. I called an spoke to Barb again, she apologized and said it was there error. The charges were refunded. After this every few months (very random ) I would now receive invoices for the same fencing that was picked up mistakenly in April 2019. Each time I would call mostly speaking to Barb but a few times other and each time they apologized for their mistake and say it has been corrected. More random invoices arrived this year some for monthly rental another for replacing the 4 panels and the final one just added everything together to get to $2298.67 and has been sent to collections. I have sent endless letters and spent Days on the phone with them dealing with this each time until now being assured it was their mistake and has been cleared up. My companies unblemished credit rating is now being ********* by this unorganized company for 40' feet of fence that they picked up without my request. I have had to hire a lawyer now to deal with this but I have seen this companies customer ratings and understand why it is one star. The reviews have endless complaints about their billing practices.

• Initial Complaint

  18/05/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I had a Super save sales associate without prompt enter my prior place of business at ******* ********* ** ***** *** in April of 2019 This sales person asked me about my current disposal company and the rates I was being charged. This sales person offered me service at a better rate than the contract with revolution I was locked into and explained to me that they had a program that could cancel my current service with revolution and replace it with their service. She requested my contract with my competing company. And had me sign a document that she described as me consenting to have them cancel my current service on my behalf. A hard copy nor a emailed copy was not shared with me. Unlike what was explained to me by this sales person my contract with revolution was not something that could be cancelled. The retention department of revolution held me to my original contract. Instead of cancelling my contract, supersave immediately dropped off 2 garbage bins, this was a violation of my lease, I notified supersave at the time that they were unsuccessful in the product I was sold - ie cancelling my contract. That they must remove their bins and cancel any arrangement I had been falsely promised. Fast forward to the current date ( three years later) my business is no longer in operation. Not holds a lease at its former location, I received a call from a delivery driver from super save again dropping off bins at my old location. As I am not there, I had to refuse this service and was of the belief that any agreements with supersave have been nullified due to ********* ***** ********* and a breach of their sales representatives promises to cancel my contract with revolution. However the retention department of supersave is saying that I have an active contract, which I never received, and because I refused service (a service which I have never received) they will continue to bill me for the next 5 years. I bring this before the courts if not resolved her

• Initial Complaint

  13/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Canceling a contract with super save propane. Our 2nd attempt within 4 years. First time they required a years notice.. so we sent registered mail over a year before our contract renewed... They have now renewed our contract again going against our cancelation.

  Customer response

  13/04/2022

  Super Save Group 

   

  I have been trying to get out of contract with super save group for supplying propane at our owned property. They have failed to paint the tank and we have been requesting for over 5 years. In 2020 we sent registered mail , requesting to have our contract cancelled. I have also offered to pay to have the tank removed from my property as it is a eyesore. We have issues getting propane supplied to us, they require a full payment ahead of time , which not many places do. We would like to have our house supplied with propane from a more professional and friendly supplier and have this tank taken away. They are telling us we are under contract until 2025 but it should not have been renewed in September 2020.  I believe the contract should have been terminated September 2020 as we sent the registered mail in January 2020. 

  Business response

  21/04/2022

  There is a method of cancellation specified on the agreement. The customer is responsible for cancelling the agreement if they do not wish for it to renew. In this case, the customer did not send in cancellation as required under the agreement as outlined below.  Please contact our Customer Maintenance Dept todiscuss next steps.

   

  2. TERM AND RENEWALS This Agreement commences on the Effective Date (as defined in paragraph 3) and continues for 5 years thereafter (the “Term”) and shall be automatically renewed for successive 5 year terms (each a “Renewal Term”) without further action by the parties, but may be terminated by the Customer providing not more than 180 days and not less than 90 days written notice by registered mail prior to the end of the Term or any Renewal Term (the “Cancellation Window”). Such written notice must be delivered by registered mail to the Contractor’s corporate head office located at 19395 Langley Bypass, Surrey, BC, V3S 6K1 and received by the Contractor within the Cancellation Window for such cancellation to be effective, failing which this Agreement shall be automatically renewed for a further Renewal Term in accordance with this paragraph. Nothing in this paragraph shall interfere with the Contractor’s right of first refusal as set out in section 14.

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