Complaints

• Initial Complaint

  06/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was using Super save Toilet rentals on my new home build. The toilet was never maintained during the course of the rental. The service was cancelled in November of 2021. Supersave continued to charge my credit card into December. I contacted the company and they said that they would issue a credit for the month of December and 150.00 for the m month of November. After seven phone calls filled with broken promises I am told they have approved the credit but it has not been issued yet. SIX MONTHS LATTER. including today.

  Business response

  21/04/2022

  We sincerely apologize for the length of time it took to process the credits and get them approved on your account. A refund was processed to your credit card today for $98.03

• Initial Complaint

  21/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We want to cancel service due to the terrible service received from this company. Below are the 2 main issues we had with the company. First, we initially asked for the 2-yard bin in July, and they delivered 3-yard bin as they said they don’t have 2-yard bin. and keep charging us the fee for 4-yard bin for more than 6 months. we tried to communicate with them for this situation. they never answer our calls or reply emails, they finally solved this problem after ongoing email requests for 6 months! Second, we updated our payment card info by signing authorization form online on Jan.25.2022, but they didn't keep the record on their end. Then they sent us the invoice with over due payment notice on Feb 10.2022. We tried several times to contact their accounting department, still they didn't reply our email after we called them many times. Because of slow responding and poor service attitude, we sent them a cancellation notice mail to terminate the service from this company. Then they request us to pay more than $5,800.00 for cancellation, which is like extortion. Nobody can accept this. We already sent the notice of cancellation by mail on March 13. 2022 as per agreement request (30 days notice), which already delivered on Mar 18,2022.

  Business response

  28/03/2022

  Ref - ******

  Dear ******,
  
  On March 4, 2022, you requested by email that your disposal services be discontinued. Please be advised that the current term of your service agreement remains in effect until a future date. 
  
  Pursuant to the terms of your service agreement, in the event you unlawfully terminate your service agreement Super Save Disposal (Ontario) Inc. (“Super Save”) may, at its option, accept your repudiation, in which case you are responsible to pay to Super Save the balance of all monthly payments that would come due for the remaining term of the service agreement. Your balance of monthly payments as of March 31, 2022 is as follows:
  
  Waste: 52 months remaining at $99.86 per month equates to                 $ 5,192.72
  HST                                                                                                 $    675.05
  Balance of Monthly Payments                                                             $ 5,867.77
  
  In addition to the monthly payments, any removal charges or outstanding balances are also due upon cancellation by you.
  
  Given your words and actions, Super Save considers you to have repudiated the service agreement signed August 3, 2021 and has opted to accept such repudiation. Your disposal bin(s) will be scheduled for removal on or about April 1, 2022.  If you would prefer to continue your service with Super Save and avoid the payment noted above, please contact the undersigned by emailing retention@supersave.ca prior to the aforementioned removal date. If no agreement for the continuation of service is reached, a final invoice including the total noted above will be issued and your file will be referred to our legal department to enforce the terms of our agreement.
  
  Super Save remains committed to providing you with a high level of service at competitive pricing. Please contact us should you require clarification or more information.
  

  Customer response

  28/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  The cancellation fee is different from the total of rental fee for 5 years. We can't accept this respond.

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

  Business response

  04/04/2022

  Our position in this matter is clearly outlined in the registered letter that was sent to the customer and has not changed.

  Customer response

  08/04/2022

  
  Complaint: ********
  
  I am rejecting this response because: they insist overcharging customers.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  17/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My frustration with Super-Save Enterprises started in 2012. The last straw was an outrageous invoice in Feb. 2022. My wife and I have a rental property near Parksville, BC. In 2012 we signed a propane tank rental agreement with Super-Save Enterprises for an 80 gallon propane tank at the rate of $80 per year, for a term of 5 years, with clear conditions that the agreement could only be changed on 5 year anniversaries, unless agreed to in writing, with 6 months notice. The first invoice in 2013 included a $5.95 "Administration Fee" on top of the tank rental. I paid the tank rental, but refused to pay the extra fee and Super-Save accepted that payment. In 2014 they sent the invoice to the tenants instead of to us and arbitrarily increased the rental fee to $85/yr and again tried to add the $5.95 administration fee. Again I only paid the $80 rate stipulated in the 5 year agreement. This pattern continued until in 2021 they were invoicing us for $135 / year and I was paying $80 / year. Each year they accepted my payment. At this point I was fed up with dealing with them and sent an email with my intention to cancel the rental. I got no response, so I followed up with multiple phone calls and this resulted in an agreement to cancel the tank rental. I purchased a tank from another supplier and disconnected the Super-Save tank, and moved it to where it would be easily accessed. I emailed Super-Save to pick up their tank on October 13, 2021. In February 2022 the tank had still not been picked up and I received an invoice for 2022 tank rental at the rate of $135 / yr plus a $9.85 Covid Cost Recovery fee. I emailed them reminding them that the rental had been canceled, that I would not pay the rental invoice. They removed the tank. I then received an invoice for $385 for tank removal + $9.95 Covid Cost Recovery + taxes. I am refusing to pay this outrageous invoice. I called five other suppliers said they all said they don't charge for tank removal. It is *********!

  Business response

  28/03/2022

  Ref  ****

  Please note the charges for the removal of the tank are valid, please refer to your propane agreement form under point 7 as outlined below.

  7. EQUIPMENT

  
  (a) Site Preparation and Approvals: The Customer shall designate and provide a suitable site for the Equipment at its expense and perform all work to improve the site prior to installation of the Equipment and shall at its expense obtain all permits and approvals required from any governmental authority to allow the installation of the Equipment at the Location. Contractor shall have no obligation to install the Equipment until the Customer has completed its site preparation to the satisfaction of Contractor and further has obtained all the necessary permits and approvals required for the installation of the Equipment at the site. If the Customer fails to provide a suitable site for installation, the Contractor may, at its sole discretion, make the necessary improvements to the site at the Customers expense.

  
  (b) Installation and Removal: Subject to section 7(a) the Contractor shall install and connect the Equipment at the Location. The Contractor shall remove such Equipment within a reasonable time after the lawful termination of this Agreement at the expense of the Customer. The Customer acknowledges and agrees that the Equipment or replacements thereof shall at all times remain the sole property of Contractor and Contractor shall at all times have access to the Location to remove, repair or replace such Equipment in its sole discretion, at the Customer’s expense. No Equipment shall be removed from any Location without the prior written consent of Contractor and no adjustments, repairs or replacements to any Equipment shall be made except by Contractor or its designated dealers or agents. The Customer agrees to inform Contractor immediately of any defects or required repairs to the Equipment. The Customer shall pay for the removal of equipment at the end of the Term, a Renewal Term or upon early termination of this Agreement, as the case may be.

• Initial Complaint

  09/03/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am on a contract for Propane supply with this company until July 7 this year. However this contract will automatically be renewed without new signature for 3 more years if one doesn't cancel 6 moths before end of the agreement. I sent a letter asking for cancellation in January asking for confirmation. Unfortunately I didn't send this letter registered, so they conveniently didn't get it !! In contact with their Customer Maintenance Manager, which was almost impossible to get hold of her, I got an email today that if I cancel now my penalty would be $ 1,504 plus removal costs and GST. I am very frustrated, I am not a huge customer, only need about $ 300 worth of propane a year. No other company has a contract with customers. Is there any chance the company could be forced to cancel my contract without this enormous penalty?

  Customer response

  10/03/2022

  * **** ****** ** ****** ******* **** ********* ** *** ***** *** **** ********* ** *** **** * ***** *** *** ******* ** ***  I want my contract with them to end on July 7, 2022 and I am not willing to pay the outrageous penalty.  I had sent my cancellation request in time but I don't have proof as I didn't send it registered. I don't think any contract should continue without new signature. 

  Business response

  28/03/2022

  Ref - ****

  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.

  Please refer to point 2 on your agreement form as outlined below.

  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.

  Regards,

  Anita L******

  Customer response

  29/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  It seems to me that I am following the requirements for cancellation of my contract. This cancellation was submitted first in January 2022, again later by email and then by registered mail twice. All within the time frame that it has to be done. I totally don't understand the big deal the company makes out of it and expect them to agree with my cancellation.

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

  Business response

  04/04/2022

  Super Save intends to remove the propane tank in the upcoming month and is not taking any other further action in regards to this account.

  Customer response

  05/04/2022

  
  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,
  
  ******** *******

  Thank you for arranging this solution with the company.  I just would like a confirmation that my contract with them is cancelled and they will not charge any penalty. Thanks.

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