Complaints

This profile includes complaints for Moore Propane Limited's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Moore Propane Limited

  56 Gibson Street North Bay, ON P1B 8J1

  
• 

  Moore Propane Limited

  8350 Estaire Road Sudbury, ON P3E 4N1

  
• 

  Moore Propane Limited

  11 Patterson Road Utterson, ON P0B 1M0

  

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:01/05/2025

  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.

  Hi there,I would like to make a complaint about Moores propane **** We bought a place in ****************** in July that had a moores propane tank on it. We never started a contract with them only inquired about their services. They proceeded to fill the tank without authorization. They quoted too high so we went with superior instead a told moores to collect their tank. We payed for the fuel they put in but they tried to charge for a tank return fee (which I even said to the lady on the phone theres no way we are paying that) and tried to charge us for a whole year rental. I told them numerous times via email and on the phone we would pay for the time we had it on the property to be fair but they are ignoring us and sending us more and more bills with added interest. Please let me know what we can do or please direct us to the proper place we can resolve this. It is adding much unneeded stress. Thank you so much

  Customer Answer

  Date: 22/05/2025

  They have now sent a creditor after me and are ignoring all correspondence.

  

  Business Response

  Date: 05/06/2025

  Moore Propane Limited charges a restocking fee when we pick up our tanks.  Mr. ********** was advised the restocking fee would be charged.  When a property is purchased with our tanks already installed, the new owner assumes the contract with us.

  Customer Answer

  Date: 05/06/2025

  Complaint: 23276334
  
  I am rejecting this response because:
  Like I have said multiple times over phone and email, I never agreed to any tank restocking fee and new owners of a property do not assume any contract by the previous owners. Contacting a company to inquire about services also is not a valid way of entering any agreement. I handle equipment rentals for hundreds a of clients for a living and I am very aware of the legal requirements for contracts regarding new ownership of a buildings where my equipment is installed.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:06/12/2023

  Type:Product 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 cancelled my service with this company in October. They have a $****** payment from me. I sent them money, asked for a propane delivery. They gave me an unacceptable delivery date so I told them to return my money and pick up their tanks. They picked the tanks up but have not returned my money. I have multiple emails and phone calls not returned. Last winter I ran out of propane 3 times because they would miss adding my will call delivery to their schedule. I just want my $ ****** back. They won't return phone calls or respond to emails

  

  Business Response

  Date: 07/12/2023

  After the restocking fee was applied there was still a balance owing and the balance was written off..  We have tried to contact ************ with no success and when we have tried to leave a message the voice mail is full.

  

  Business Response

  Date: 07/12/2023

  After the restocking fee was applied there was still a balance owing and the balance was written off..  We have tried to contact ************ with no success and when we have tried to leave a message the voice mail is full.

  Customer Answer

  Date: 14/12/2023

   
  Complaint: 20969238
  
  I am rejecting this response because: there is nothing in the contract referencing a restocking fee. I was warned by my new supplier that moore would do this. Oddly she mentioned the were trying to charge people 200...what coincidence that on my account with a ****** credit the fees are suddenly over 600.  I'm on a limited income and these people are demonstrating  disgusting  behavior. I will go to a lawyer 

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

  

  Business Response

  Date: 15/12/2023

  As previously stated to ************,   when a customer has been with us for less than 5 years and the install was at no charge there is a restocking fee of $500.  ************ requested and was sent via email the section of the contract that has the company policy regarding the restocking fees.  

  Customer Answer

  Date: 20/12/2023

   
  Complaint: 20969238
  
  I am rejecting this response because: I made it clear what my expectations were for service from Moore after last winter waiting up to 18 days after I paid for my propane delivery. As I said, when expect payment up front there is an onus to provide the product....I ran out of propane 3 times last winter having to call a second time. First delivery this year the same thing happened after I made it clear I needed them to honour their duty. They failed immediately. It took me 2 days to get new tanks and propane delivered. I will not accept your penalizing me because you are unable to provide acceptable service. Of note is that the same day the email exchange that forced me to make a change occurred my neighbour called and had a delivery from Moore within 3 hours. So again, I don't accept that you can penalize me when you have failed miserably in delivering your product. Check some precedent. There are more than enough examples to warrant handling this more professionally. I laugh at you assertion that I was a customer less than 5 years. 

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

  Customer Answer

  Date: 20/12/2023

  We've been dealing with Moore since we converted to propane, prior to that it was Moore Petrlium which made all the arrangements for our switch and prior to that it was the company Moore purchased. **************. I am all about customer loyalty and they clearly don't care. My new rate is 10 cents cheaper and I'm garranteed my requested $500 per month delivery. This contract cancellation was simply because Moore refused to give me the service I requested and that other companies provide. No court is going to allow them to profit off me because of their own inefficiency and shortcomings. They should guide themselves acvordingly

  

  Business Response

  Date: 20/12/2023

  I am sorry ************ feels this way but as per my previous response I have explained our company policy for the $500 restocking fee.

  Customer Answer

  Date: 20/12/2023

   
  Complaint: 20969238
  
  I am rejecting this response because there is no legal legal to stand on. They have failed to meet the expectations I set out in my request for service and they are not allowed to have an open ended charge by law. I will be pursuing this in the courts and their reputation will suffer more than it already has from the ****** reviews. This business behavior is reprehensible. I won't put up with it any longer. 
  
  Perplexed and confused
  
  *******************

  

  Business Response

  Date: 21/12/2023

  We are sorry that ************ feels this way.  As previously stated to ************ we have explained to him our company policy and why the restocking fee of $500 was charged.
  The deliveries were done in the specified time frame as per our delivery policy for will call or phone in customers.  

• Initial Complaint

  Date:08/11/2023

  Type:Product 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.

  Account #****: We purchased propane and rented a tank through Moore Propane for more than 10 years but switched suppliers in Sept 2023.On Sept 11, I received an invoice from Moore totalling $226 for a Tank Restocking Fee. I called the following day to question the charge and spoke with *******************. She indicated that this fee was outlined in my rental agreement and she would email me a copy. However, all she sent me was an unsigned generic contract, dated three years after we became Moore customer.I responded on Sept 13 indicating:a) I never signed that or any other agreement b) At no time did Moore communicate any agreement in the more than 10 years since I became a customer c) There is no mention of an agreement in any documents related to the purchase of this house.I did not receive any response.I sent a follow-up email on Sept 25 to confirm that my account had a zero balance and ************ responded by stating that we still owed $226, but once again did not address my questions.So I sent another email to ************ on Sept 27 stating: Before I consider paying, I am still waiting for you to respond to the concerns expressed in my email dated September 13 and restated my questions. Once again, there was no response.On Nov 1, less than two months after I was first invoiced and even though Moore had not provided any notice or warning or responded to my questions, my account was forwarded to a collection agency, which had a significant impact on my credit rating.On Nov 2, I spoke with *********************, Moore Propane Credit Manager, who indicated that even though Moore never provided me with or asked me to sign a rental agreement in the 10+ years that I was a customer, I assumed an agreement when I took possession of the house. She explained that the only resolution was for me to pay the $226, which I did as I was anxious to restore my credit rating.However, I still strongly disagree with the billing, which is why I am requesting a full refund of $226.

  

  Business Response

  Date: 10/11/2023

  Our company policy regarding the restocking fee was explained to ********************. We are sorry he feels this way.

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20843168
  
  I am rejecting this response because:

  I am not in agreement with the explanation of the charge that Moore provided after the fact.  I still contend that Moore never provided me with a copy of the rental agreement nor have I ever signed an agreement.  I do not believe I should be charged for Moore to restock a tank that belongs to them.

  As well, I am not satisfied with the explanation Moore provided as to why my account was forwarded to a collection agency, even though: a) the invoice was less than 2 months old; b) Moore never notified by, electronically or verbally, that my account would be forwarded to a collection agency; c) since first receiving the invoice, Moore never responded to either of my emails questioning the charges; d) not once in the 10 years that I was a Moore customer was I delinquent with a payment.

  I still strongly believe I am *********** the full refund totalling $226.

  If Moore is not in agreement, I would like to proceed to arbitration.

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

  

  Business Response

  Date: 14/11/2023

  We are sorry ******************** feels this way. When a property is purchased with our tanks already installed the new owner assumes the contract with us.  We have explained to ******************** our company policy regarding the restocking fee.

• Initial Complaint

  Date:19/05/2023

  Type:Service or Repair 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.

  On May 19 2023, I spoke with the ******* ******* from the NorthBay location, regarding the delivery of heat to my home address, that has been requested more than once over the past month.
  
  There is an overdue amount on the account, and there was an offer to pay half of the overdue balance immediately with the remainder by end of month. She would not send a truck and stated "too bad for me" and " I don't have to do anything for you"
  The treatment from this person, who claims to be a manager, was uncalled for. She refused to work with me, to find a solution or, to provide me with her supervisor's information. She spoke very rudely and I asked if the call was being recorded for quality assurance, she stated no and you're not getting heat.
  
  I live in Northern Ontario. We've had low temps for months and continue to. This company holds us hostage to our heating bill, because of an overdue bill that I had offered to rectify at least half of today.
  
  Further, our history of payment to this company over a 10 year period, is satisfactory.
  Further, our home was empty and under renovation for 1 year- it's overdue because we did not receive the bills as the usual process
  Further, we should not ever go without heat- I have a 9 year old child in the home and it's less than 14 degrees in the house.
  Further, I should not be reprimanded by a representative of a company and not have opportunity to take my concern to a higher level
  
  I'd like to end this customer relationship with this company and have the bill at a 0 balance. We will no longer be using this service or put ourselves in a situation to be treated poorly by private corporations. If we cannot satisfy this bill and release ourselves, we will take the necessary next steps.

  

  Business Response

  Date: 19/05/2023

  Since February 2, 2023 the Credit Dept has been trying to get a hold of the customer via phone messages, emails as well as letter sent in the mail to inform the customer this account is on hold for deliveries due to an overdue balance that is over 90 days overdue.
  May 4th –The ****** ******* and ****** made a payment arrangement for ****** to pay half the balance on May 15th and the remaining balance on May 30th – advised the account was on hold for deliveries and once the balance was paid the delivery would be scheduled for the next time the truck is in the area. The promised payment was not made on May 15th.
  On May 19th when ****** called the arrangement was made again to pay half the balance today and she said she would pay the remainder by the end of the month by online banking.  Since the balance was not to be paid in full or the promised first payment was not received on May 15th, I offered we can delivery $300 only once the first half of the payment was received and that would be Tuesday due to the payment to be made by online banking.

• Initial Complaint

  Date:18/01/2023

  Type:Product 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.

  Issue-Charge for Restocking fee-Customer Account #*****
  Received service from Moore's Propane July 2019-May 2023. We decided to change suppliers and called Moore's May 2023 to cancel the account. Spoke to a representative at Moore's and were advised to call the company when we were ready to have the rental propane tanks picked up.
  Called Moore's 3 times
  1st call was in Sept - spoke to front office to request pick up of tanks.
  2nd call - Oct. 28 - spoke to ***** and requested pick up of tanks
  3rd call - Dec 1 - Spoke to ******* (he was surprised the tanks had not been picked up yet as this request went back to Spring 2023. Tanks were picked up within a week of this call.
  Received invoice on Jan 3rd for restocking fee of 226.00 plus tax. This invoice also had a rental fee (68.82) which has been credited since the account was canceled earlier in the year.
  Called company multiple times to dispute this charge. I have spoken to representatives ********, ********* and *****. I have also spoken with ***** (***** *******) and ****** **** (****** *******).
  At no time during our relationship with this company was there ever mention of a restocking fee. The company never mailed or emailed a rental agreement when we became a new customer.
  When speaking to the ****** ******* today, she advised that this was my problem and the information is on the website under "Policies". I checked the website and there is no information pertaining to a restocking fee. Nor, are you able to open any links that are attached in the website to obtain more details.
  My complaint is that at no time during multiple conversations to cancel and pick up the propane tanks that we were advised of any fees. Each person I have spoken to have been adamant that they will not negotiate any kind of settlement of take responsibility for lack of communication with their customer.
  A customer can not be made responsible for a 'company policy' if they have never been made aware of the policy.
  Thank you,

  

  Business Response

  Date: 20/01/2023

  Moore Propane Limited charges a restocking fee when we pick up our tanks.  We have spoken to Mrs ******* and explained to her our company policy regarding the restocking fee.  When a property is purchased with our tanks already installed the new owner assumes the contract with us.  Moore Propane Limited will send any unpaid customer accounts to a collection agency.

  Customer Answer

  Date: 26/01/2023

  
  
  Complaint: 18830796
  
  
  
  I am rejecting this response because: Moore Prone has been negligent to their customer. As a NEW customer with the company when we made contact to arrange billing we should have been supplied by the company a new contract stating any policy. We called the company numerous times after cancelling the account and at no time did a representative advise that their was a restocking fee. This information only came to our knowledge after an invoice was sent and I contacted the company. During my final phone conversation with ****** - she advised that more information was available on their website. I asked her where on the website this policy was located and she refused to assist, stating that she was too busy. I have search the website ************************************ - no where is there mention of a restocking fee. There is a link to click on for more information regarding the rental policy - however that link is broken. I tried this link on 3 different operating systems - each time the link failed. 

  We do not have a signed agreement with Moore's Propane - The representatives of Moore's Propane have not provided policy information - The Moore's Propane website does not list any information to this "policy". 

  We request that the invoice be cancelled. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 27/01/2023

  When a property is purchased with our tanks already installed the new owner assumes the contract with us.  Moore Propane charges a tank restocking fee when our tanks are picked up.

  Any unpaid customer accounts will be sent to a collection agency.