Complaints

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.

• Initial Complaint

  Date:22/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We bought our house in 2019. A Sparlings tank rental was already in place with the previous owners. In 2023, we decided to switch propane providers. I spoke with reps from Sparlings by email and phone on 2023-04-12 and wasn't informed of fees for switching, despite asking, only that we needed to tell them when the tank was ready to pick up. I was informed by email that we would need to pay $420+ tax to have the tank removed, "as per the Supply Agreement." I requested a copy of the Supply Agreement, and received my Residential Credit Application, which implies that removal fees are charged when you default on an account, not for switching providers. From a contract perspective, item (iii) under Section 3, is listed in the form of a condition: "3. If the Applicant's account becomes overdue or the Applicant otherwise defaults under the terms of this agreement, the Supplier may..." then (iii) would apply, and it is describing termination of the account by the Supplier, not the Applicant. Our account was not overdue, and we did not default on the agreement. If the intent is termination of the account by the Applicant, the language included in the contract is misleading. The fees were also not provided in the agreement. Additionally, in March, we had forgone the annual inspection fees as we wouldn't be requesting more deliveries. I asked to put our annual fees on hold or partially pay. I never received confirmation of this or my annual bill. In May, I was notified that our annual bill was 2 months over due by an automated email from the parent company Parkland and was charged interest. I paid the amount on 2023-05-26. We called multiple times (they stopped responding to emails) to tell them the empty tank was disconnected and ready for pickup. They picked it up on 2023-11-17. They added a fee of $473.36 online, with no detailed bill. Based on the terms in the Application, I don't believe we should have been charged for removal.

  Business Response

  Date: 04/01/2024

  I had a chance to reviewed the customers file, after review I have decided that I will be willing to cut the pick up fee by 50%. Unfortunately we can not afford to completely remove the pick up fee considering the cost of labour/Fuel these days to pick up equipment.

   

  Therefor the cost to pick up the tank would be cut back to $210 plus tax = $237.30 Total.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21045573
  
  I appreciate the business's effort to reach a resolution and to reduce the fee that was billed to ** by 50%, but I am wondering if that's truly the best that can be done. This whole situation has been very stressful and our new propane company also felt that we had been treated unfairly and should not have been charged.
  
  Sincerely,
  
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