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:10/04/2024

  Type:Order 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.

  I am emailing today based on my experience with Edpro Propane Supplier. My wife and I purchased our home in March of 2023 and adopted the rental contract with Edpro as well.It became a problem right from the beginning as we received bills and then a ******* letter suspending our service based on the previous owner. It took over 4 months before the letters stopped.We received propane deliveries without any notification. This led to bills/deliveries that I believe were attributed to the previous owner. I asked on several occasions to be notified when a delivery were to happen to avoid this situation and so that I could ensure the dog was secured inside of the house. I have never been notified.The bills came and were very high. I noticed that the amount I was being charged was higher than the posted rate on their website. When I called I was told that it was a rate based on the previous owners usage the previous year and my rate would be adjusted next year despite the fact I was higher than the usage this year. We had an energy audit and invested over $26000 in Sealing, Windows and Insulation for the house since the previous owner.My family was struggling to pay the heating bill so I called again and asked what the buyout rate was, alternatives to filling up and lower the bills. The representative ****** gave me the buyout rates to consider via email and switched my service to on demand (meaning I call in to order propane) until we had made a decision. He indicated that propane was selling at the highest rate ever and said prices were more affordable in the summer.The reason for my complaint is that today the tank was filled up without notice at the highest rate. My family had been conserving energy, trying to either buy out the tank , buy a more energy efficient heat pump or wait until the summer to refill. Natural Gas is not available.I have all of the emails from Edpro to verify the above. OEB is aware but does not address propane issues. Please help

  Business Response

  Date: 18/04/2024

  EDPRO Energy Group *** BBB Response Complaint ID ********
  
  The customer who filed complaint ID ******** purchased a property EDPRO was currently servicing in March of 2023.
  The customer signed an ********************** Customer Agreement to become an ********************** customer and set-up an account with **********************. The agreement stipulated that the customer would receive deliveries automatically, as is customary.
  The customer received account in arrears communications from EDPRO addressed to the previous owner of the property.
  The customer also received deliveries under their own account, which also went into arrears.The customer received account in arrears communications about these balances also. The customer questioned these deliveries, and alleged they were not valid. EDPRO responded to the customers questions and explained the balances were valid; verified with GPS coordinates. The customer paid the invoices.
  The customer contacted ********************** about the rate they were charged on their delivery vs. the rate that is posted online by EDPRO. EDPRO promptly replied explaining that the rates on EDPROs website are based on annual consumption, and as such the customers current rate was based on the previous years consumption; however their rate could be adjusted for the next year if their consumption was higher.At the conclusion of the year, their usage was assessed and this change occurred as explained.
  The customer requested a buy-out option for their propane vessel, which EDPRO promptly provided. Customer requested to be taken off of automatic delivery and placed on Will Call (customer has to call in for deliveries).
  The customer requested to be notified ahead of time when a delivery was to be made.
  On April 9 the customer received a delivery they did not order and they were not notified ahead of time. The total due for the delivery was $596.87.
  On April 10 the customer forwarded their complaint they submitted to the Ontario Energy Board to a member of EDPROs customer service team. A representative from EDPRO contacted the customer on April 10 to discuss the complaint.
  The conversation was respectful, and the customer was given an opportunity to explain their perspective and their grievances. The EDPRO representative apologized for the delivery that occurred without request, and confirmed that the customers account had been properly updated so that they would no longer receive automatic deliveries and that they would receive notification ahead of time for deliveries. The customer stated that they were considering switching propane suppliers, and one of the alternatives was offering a cheaper rate. The EDPRO representative acknowledged the mistake was made, and offered the customer a credit on their account against the April 9 delivery, the customer agreed and thanked the ********************** representative.
  Also on April 10 the customer received the credit from the ********************** representative via email with an updated account balance after the credit was applied to the customers account. The customer expressed frustration with having received a delivery after the federally mandated carbon price was increased, and challenged the charging of HST. The EDPRO representative explained that the credit processed was the same as what was offered and accepted, and that there was nothing EDPRO could do regarding the taxation component. The customer stated that they would agree to disagree.
  At this point EDPRO considered the matter resolved.

  Customer Answer

  Date: 18/04/2024

   
  Complaint: 21555851
  
  I am rejecting this response because:
  

  You acknowledge the delivery came in error. 
  A reasonable person trying to save money on home heating would have either A) ordered prior to the carbon tax being implemented 

  B) Waited until rates were lower in the summer(non home heating months)

  c) Edpro has propane storage facilities and this delivery likely came from a supplier who never paid carbon tax to purchase that propane. So it being passed on is unreasonable. 
  

  d) We agreed upon 10 cents less per litre (not my suggestion) for the delivery that I never wanted. I should not be paying tax/carbon tax at the higher rate. 
  

  The matter was not resolved. 

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