Complaints

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Subject: Request for Missing Invoices and Delivery Details Dear Polar Gas Team I have reached out to Polar Gas multiple times via phone and email regarding charges on our card for which we have not received any invoices detailing the transactions. We understand that there may have been an issue with your system, as previously mentioned.However, at this point, we have accumulated charges of $2918 without corresponding invoices. This situation raises significant concerns, and we kindly request the following:A copy of the invoices associated with these charges.Details of the deliveries, including the number of gallons delivered.The total amount for each transaction as shown on the invoices.Until we receive these documents verifying the charges and delivery details, we will contact our **************** card provider to request a refund of the disputed charges. We hope to resolve this matter promptly once we receive the necessary information.Thank you for your attention to this urgent *********** regards,*******

  Business response

  01/22/2025

  Customer reached out and was provided the 3 invoices that were requested. The customer is set up on paperless billing and has access to the customer portal where all information can be viewed for the past year and a half (when we went live with our new system) We did inform him of that. What should occur is the customer allow the tenant to set up an account so that all propane can be billed straight to the tenant rather than the back and forth that is currently occurring. This will alleviate the need for the Land Lord to have to prove to the tenant what is owed for propane used.

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have paid Polar Gas over $800, over 2 weeks ago, to come fill my propane at my property. They said it would take 5-7 business days to schedule. Its now been 16. My house has no heat or hot water and my kids and I are freezing in the middle of winter.

  Business response

  01/09/2025

  The customer called in on 12/26/24 for a delivery, our delivery time frame is 7-10 business days. We were closed for the New Year's holiday, he received his delivery on the 9th business day which was 1/9/25. We hope that our customers who need propane will call when their tank is at approximately ***** %, this gives us time to route drivers to the specific areas for customer need. We do offer an off route fee if the customer would have chosen to pay we could have delivered sooner. When customers call and they are almost out of gas, we try our best to get them a delivery as soon as possible, but we also have customers who have been in queue longer waiting for deliveries. Please reach out if you have any additional questions.

*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. ↩