Complaints

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been a customer for the last 2 decades with this company, and have never had a problem. They switched their billing a few months ago and I have had nothing but problems since. All I want to do is pay my bill, but I am not paying any penalties or late fees for their issues. When I call, I ALWAYS get voicemail and leave a message. I rarely get called back. And when I do, I'm told it will be fixed and then it isn't. I need help resolving this, because they seemingly no longer know what they're doing.

  Business response

  12/13/2024

  We have researched this customer's complaint and will reach out to discuss it with him directly.  He has requested automatic payments be set up with multiple credit cards for the same account.  This functionality is not available within our system.  We do have alternative options that can be reviewed and will make every effort to address and resolve the issue.

  Customer response

  12/16/2024

   
  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, as long as they follow through.  If they do not follow through, I trust that I will be able to reopen this complaint.

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

• Initial Complaint

  05/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Bought a house in NOV 2020. In MA, you pay for all the unused fuel at sale. I thought nothing of it until one day in Apr (Months later), unannounced, NE propane shows up trying to take the tank (Full of gas) away. I called them up asking what was going on. They say they own tank, former homeowner was renting. I asked for proof, they don't have any, additionally the tank has no visible serial # on it. I couldn't believe this. I had purchased the property and presumably everything on it. So, I asked to purchase the tank. I was told I need to either rent existing tank, or speak to *** about purchasing another one or a smaller one. *** refused to sell me any tank, he would only either remove the tank, or charge me rent on the tank full of gas I paid for. I was pretty upset, continued to try to get help from NE propane. *** offered not to charge rent on existing tank. When it was empty they would come and replace the tank with a smaller one. I agreed to this. I received 2 rental charges over the period, but *** reversed them when I reached out. When out of gas in Oct 2021, I notified them I need fill. They came to house to swap and told me they couldn't because of the gas line installed location. This is the same system they had been delivering to the previous homeowner for years. So I reach out to ***, he says they would let me know next steps. They basically told me nothing they could do at this time of year. I asked him to fill their existing tank, which had been untouched, and they said no. So they left me without propane to heat my house for the winter. They did not respond to any further requests. Fast forward to now, a month ago ******* reached out about coming to swap the tank... Apparently they forgot they refused all winter. I responded to her that they should come get their tank and that the experience was bad. no response. They sent another rental bill this morning and I told them I will not pay to rent the empty tank they own and will not fill. Pleasehelp

  Customer response

  05/25/2022

  NE Propane came to remove their old tank and inspect the existing lines. It looks like everything was installed around the same time by the same installer. It was apparently done incorrectly (Over a decade ago) and now needs to be redone at a cost to me of $1,000. There's no proof this incorrect install was not completed but he same company NE propane.
  
  The support rep mentioned making this right, so I've asked what that involves.

*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. ↩