Reviews

Review Details

• Review fromPauline L

  Date: 06/05/2025

  1 star

  Pauline L

  Date: 06/05/2025

  **** **** fuel refused to supply propane. In April of this year. After a flood around my property, a temporary service entrance was placed by road management to facilitate delivery, this was inspected by **** **** manager, who stated a small delivery truck or replacement tanks could be delivered. On day of delivery, I waited all day and finally rang *****, one of the managers who stated that they had come but decided not to deliver, she was very rude, didn't feel I should be notified and that I should phone when my driveway is repaired, I had turned off the heating for two weeks so as not to completely run out and didn't know how long it would be till the drive was repaired, the nights were very cold. I contacted Tyendinaga propane who managed to exchange and fill tanks within two days, no problems. Now Rosebush are refusing to refund the propane back to me, 20% in tanks, cost $750 to fill and sent a bill for $250, when I requested a refund, I got sent another bill for $284, this is a terrible way to treat/talk to a customer, expecting a retiree to go without heat/hot water for a long period of time is very sad
  

  Rosebush Energy

  Date: 26/05/2025

  We did not refuse to deliver. Your driveway and bridge were washed out at the time we went to deliver making access by truck to your home impossible. Our service manager offered a to swap your tanks out for full tanks at no additional charge until the driveway could be repaired enough to handle a truck. Your situation was extremely unfortunate but I'm not sure how much more we could have done. We offered a solution that would keep your heat on and wouldn't put the safety of our drivers at risk.

• Review fromCatherine B

  Date: 24/08/2023

  1 star

  Catherine B

  Date: 24/08/2023

  We have been loyal customers of Rosebush since 2018 & paid the tank rental fee of $60 plus tax annually with no minimum fill up required. 05/23 we received an invoice for our tank rental of $499. Upon speaking with the receptionist my husband was informed that we did not use enough fuel & therefore had to pay a penalty. This is a 700% increase! She informed him that they would come collect 1 if not both tanks if we did not pay it. The tanks have our fuel that we paid for in ********* depend on this for our hot water and heat -come winter. We paid our regular tank rental & never heard from them until the end of July. 07/27 Rosebush called me insisting I pay $499. I asked for the signed document from 2018 that states min. fill required. She said "there isnt one".She rudely informed me that it is a new *********** had to pay it/they would come and take 1/both tanks. I requested the document with either mine/my husbands signature acknowledging this sudden up charge &agreeing to it. She said "there isnt one". We were not aware of this new policy, nor did we agree to it! In hopes to resolve the issue, I a tank fill & that should take care of the min. requirement. Minutes later, my husband received an email stating that once the penalty is paid then they will fill the tanks,with the cost of the fill on top. In our eyes this is bullying &withholding essential services. Our 08 invoice reflected the $60 rental fee was accounted for & the balance owing (penalty fee for not using enough propane) is now being charged 3.5% interest monthly! Rosebush is trying to force us to use more fuel than we need. They are trying to charge us for something we never agreed to and at no time gave us any kind of sufficient notice with neither the time nor the option to opt out. These bullying tactics have made us feel like we are hostages. We do understand that in this day and age prices are going to increase. However, a 700% INCREASE is gouging and absurd!
  

  Rosebush Energy

  Date: 26/08/2023

  *********, we sent an email to you and every other customer affected by the changes to our tank rental program prior to the renewal. It is below for you to review again. In the email you were given a number of options to avoid paying higher rental rates including the options to downsize your tanks, purchase your tanks and even the option to not renew. All of those options are still available to you today. I would personally recommend in your case downsizing from two tanks to one. In my opinion, the fact that you haven't purchased any propane in almost 2 years would indicate that you do not need both tanks. I believe this is what the customer service representative was trying to explain when your husband contacted us. This would immediately cut your rental costs in half. If you would like to discuss this option or others feel free to contact our office. Valued Customer, Due to the increased costs associated with purchasing and recertifying propane tanks we have been forced to review our tank rental rates. Customers using less than the annual minimum propane volume will no longer qualify for a discounted rental rate. The new rental rate on your renewal will be as listed in the Table below. What are some of my options? Downsize Your Tank If you are using less than the minimum required volume for your tank, you may want to downsize to a tank that you would qualify for a discounted rental rate. Purchase Your Tank You may want to consider owning your tank(s) instead of paying the higher rental rate. The cost of purchasing your tank is listed in the Table below.Return Unneeded Tanks If you are no longer using your tank(s) or if you have more tanks than you need, you may want to return them to reduce or eliminate your rental costs.Add Additional Appliances Propane is a versatile fuel that can be used for cooking, hot water, clothes drying and many other things. Adding additional appliances may increase your annual consumption above the minimum purchase quantity to qualify for the discounted rental rate.Purchase Additional Fuels Do you heat with oil, or have a commercial diesel or gasoline tank? When purchasing additional products from us that volume is considered when calculating the minimum purchase requirements to qualify for a discounted rental rate.

• Review fromDenice F

  Date: 12/06/2023

  1 star

  Denice F

  Date: 12/06/2023

  We rented a small vertical propane tank from Rosebush from November 2018 to June 6th, 2023, which powered a small furnace in our garage and a barbecue. On May 29, 2023, we contacted Rosebush to end the contract and remove the tank as we now have *********** in our area. On June 1st after no response, we called again and were told that it would cost $175 to remove the tank and still no scheduled pick up. We expressed an objection to the fee and later that day were called back with a pick-up date of June 9th and increased fee of $250 or the option to return it ourselves. We tentatively booked the June 9th pick up as we are seniors and the weight of the empty tank was a bit much to handle. On June 5th, after contacting other propane distributors and finding that most didn't charge a fee for pick up and one that charged $50, we called Rosebush back to cancel the June 9th pick up. We were then told that we could not return it ourselves as we would be transporting dangerous goods. We explained that the tank was empty and we would be returning it that week. That same day, June 5th, which was 4 days before the scheduled pick up, Rosebush made a clearly deceitful move, by appearing unannounced at our property to collect the tank. We would not release the tank as they were not agreeable to waiving the fee. If we were not home, they would have accessed our property, taken the tank and charged ** $250. On June 7th we returned the tank to Rosebush and it was offloaded in the yard by their employee but they refused to give ** a receipt or statement showing the account was closed despite a zero balance on the account and the tank being in good condition. We were paying $60 annually to rent the tank with no minimum fill up required and it seems that they were trying to make up for that with the removal fee. The employees were very rude and we were told multiple times that the owner would contact us but to date there has been no further contact.
  

  Rosebush Energy

  Date: 14/06/2023

  Our termination fee has been $250 for a over a decade and is almost universally levied by the entire industry. It has never been $175, I am not sure where that figure came from and we did not come up with this fee arbitrarily for you. Unlike **, a small number of our competitors charge an up front installation fee and a lesser termination fee. We do not charge an installation fee so that customers that continue to use our service never pay any fee at all. We would never give a homeowner the option to transport one of our rental tanks. You were told specifically that if you did this you would be in violation of the Transportation of Dangerous Goods Act. A propane tank is never completely empty and requires training, documentation and identification when being transported. By disregarding these regulations you put other members of the public at risk.The office staff act in a professional manner when dealing with customers over the phone every day. I understand that the answers you were given were not the ones that you wanted but they weren't trying to be rude.