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Business Profile

Gasoline

Rosebush Energy
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:13/06/2024

    Type:Order Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The main issue is the fact that Rosebush's pricing for the rental of a 420 Propane Tank Rental is all over the place. Our previous propane tank and propane was with Can Am Propane. The owner of Can Am retired and the his business was aquired. by Rosebush Fuels. As of January 1st 2018 Rosebush was to take over the customers previously with Can Am. As such no contract was ever signed we were just billed for tank rental and propane delivered. Nothing was ever explained to what happens if their service was cancelled and at first they seemed to operate similar to Can Am. However in 2018, 2019, 2020, 2021 our tank rental was $108.48 For 2023 the rental was $79.09 and then comes 2024 and the rental jumps to $225.99 Therefore we called to cancel and asked them to pick up their tank. In comes a bill for the tank rental with interest. After a phone call I was told the $225.99 and interest will be removed. The reason for the outrages increase ,we are being penalized for not buying enough propane. This is a three season un-insulated cottage which we do not use in the winter. Thats the way its been since we started with Can Am. Now they are telling me there is a $250 fee to pick up there equipment. Sorry there was never a fee to put the tank there, we had to have the tank disconnected by our new supplier and they received the tank back 40% full of propane which we weren't refunded even though we paid for that propane. I have been told by my new supplier that our call wasnt the first about this company. However I dont feel that I should have to pay for them to pick up equipment they own. If required I have all invoices dating back to our day with Can Am to present. Ps. I did ask to speak to the owner or manager and was told they werent in. However I was never asked if I would like a callback from either one. They also told us of the increase in the spring by email. When we told them we had never received an email they realized they didn't have an email address for us.

    Business Response

    Date: 13/06/2024

    Unfortunately, due to the increased costs associated with the purchase and recertification of propane tanks we can no longer offer discounted rental rates to customers that do not purchase any propane.  In your case there has not been a propane purchase since 2022.  Your account is currently sitting at a zero balance.  As of June 7th, the rental fee has been reversed and the cancellation fee has been waived.  I am unsure what else you would be requesting at this juncture.  

    Customer Answer

    Date: 13/06/2024

     
    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. So long as the $250.00 charge to pick up there tank is also waived.  I would also like to thank Rosebush Energy in the quick response and handling of my complaint.  A sincere thank you to the Better Business Bureau for acting as the mediator in this issue.

    Sincerely,

    ***********************

  • Initial Complaint

    Date:19/10/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    owning 83.50 they added extra taxes on bill when it should have been only 65.00
    yes letting the business know about the bill but they said no 82.50.
    I pay up all the amount that my family owned rosebush last bill 200.00 remaining on propane.
    not happy with the way there business treated us.
    but then there was still 50% of propane in the tanks and they said they do not refund the propane when they came to pick up the tanks
    plus then I got a bill in the mail stating that we own 250 for the tank pick up plus the taxes on top.
    (no I already paid for the propane and all they needed to do was take the 200 that I had a credit on my account to deducted the amount from the pick up.
    so I should have only payed 50.00 plus taxes with which is 65.00 instead of 82.50.

    Thanks

    Business Response

    Date: 19/10/2023

    The HST on $250 is $32.50.  The HST remains the same whether you prepay a bill or not.  If all you had to do was prepay your bill to avoid paying HST everyone would do that, the government would never collect any taxes.  Sorry, but I am not sure how else to explain this.  

    Customer Answer

    Date: 24/10/2023



    Complaint: 20751934



    I am rejecting this response because: I had a credit of 200.00 dollars and the company when charging me for 250. for the removal of the tanks. plus I had still 50% of propane that I payed for still in the tanks? Why? the company said they don't reimburse the propane. Funny that other companies do.Plus the company told my husband that if we didn't use our credit card to pay for the 350. that was needed to be payed to delivered then we would not get any propane delivered to our house. (most propane company would let you pay it off in time. NOT NOW?)I have payed the amount of 83.50 but for all the lying and cheating for a propane company (Rosebush Over but not a good way to run a company)   Plus then I get an email stating that they were gonna take me to small claims court? Yes now they are bulling your family to. NICE Company.

    Good Bye to this company  and other  people need to know what kind of crooks and lairs  they are.




    Sincerely,



    **** ******

    Business Response

    Date: 25/10/2023

    We encouraged your husband as we do with everyone else to use up any remaining fuel in the tanks before having them picked up.  We explained that there is no credit for residual propane in the tanks.  He decided to have the tanks picked up anway.  I am not sure what else I can say regarding this matter.  

    Customer Answer

    Date: 26/10/2023



    Complaint: 20751934



    I am rejecting this response because: Well I see your company got what they wanted. (Don't give a CRAP about the working people)  and the ******** ****** didn't even help 

    Glad there out there to HELP US

    I'm very upset that I even went with the Rosebush and More People Need To Know that your company is a RIP OFF.




    Sincerely,



    **** ******

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