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:04/02/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  01/22/2025 $424.19 top up bill for propane I am on a 21 day top up system that has not happened on time for the last 3 months The last time the tank was empty causing a very bad gas smell causing my renter to leave the house as she was afraid something might happened.I contacted the company in the morning to find out that this happens when there is no propane in the tank again we had run out and they had not topped up like they were suppose to at 21 days The manager ******* at the Don ********************** spoke to me and said that I was the first ****** to complain that they do not stick to their 21 says or ***************************************************************************************************** that a company would say to a customer yes every 21 days we come but they in fact come 26 days or 31 days like in my case causing my propane to run out in the dead of winter.I asked for compensation on my last invoice as this wasn't the first time it happened and I had to compensate my renter for the inconvenience of her having to leave, and requested compensation for this happening because they did not fulfill their timeline.He basically told me I was nuts for thinking I should be compensated and delusional if I thought that they should really go out right on the 21st day as stated when I called to be added to the top up program.

  Business Response

  Date: 25/02/2025

  We do not discuss personal details of accounts in a public forum or with anyone that is not the owner of the account. This includes the Better Business Bureau.

  There is an allegation that the customer was referred to as "nuts" and "delusional". These words were never used. We would never use these words when speaking to our customers. 

  Customer Answer

  Date: 25/02/2025

  Complaint: 22897689
  
  I am rejecting this response because: the actual complaint was never address all they said was they do not discuss the customer accounts but I am the customer it is not a 3rd party speaking on my behalf.  They only addressed that I used the word nuts or delusional and you do not need to specifically use those words when speaking to someone to make them understand that this is what you think of their complaint. 

  
  
  
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:12/01/2024

  Type:Customer Service 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.

  January 12th,******************* Propane, *****, ON We have dealt with this company for propane delivery for 18 years. We live in a rural off-grid home. We have been without propane for 8 days and have called twice without results. My son has Cystic Fibrosis and we are dependent on propane to run the generator which charge our batteries. He receives a ventolin and pulmozyme mask (lifelong) to maintain his pulmonary function. We explained this to the company and we are still without power with a snowstorm approaching. Normally, when we need propane we have to give a reading and they come out in 2 or 3 days. They told us yesterday that their policy has changed. On Tuesday a lady in the office said that it was now 4 - 5 business days and when I called yesterday the manager said it is now 7 days. We were not notified of the policy change. I am filing a complaint that the behavior is unethical and unsafe. We always have paid our bill 3 weeks after the fill, they have never had any problem with us.

  Business Response

  Date: 24/01/2024

  Good day ******************,

  Sorry for your frustration.

  As per our phone records, you called us on Jan 4th, **** and you stated the two propane tanks were at 21% and 24%. We stated we would be there in 4-5 business days / 7 working days. When I spoke to you I ensure you there was enough propane to last given the milder than normal temperatures.

  We completed the delivery on January 12th, **** for 596 litres. The two tanks you have have a total capacity of 750 litres. Your tanks still had approximately 150 litres left. They weren't out of propane.

  Your account is set-up as "on-call", which mean you have to call in when you want a delivery. We can change it to "automatic", and we'll be there every four weeks. Please feel free to contact us if you want to switch the account to "automatic".

  Thank you.

  Customer Answer

  Date: 25/01/2024

   
  Complaint: 21136192
  
  I am rejecting this response because, it does not address the unethical and unsafe behavior that ******************* Fuels has exhibited.  We called for propane on January 4th, and it is correct about the reading that he states.  We were told and have always been under the understanding that we must call before the propane tanks reach 20.  Usually, we have propane delivered within two days.  We called the office on the 8th of January, and I explained this to the secretary that we were without power as we live off-the-grid and our batteries do not support us in winter and we rely on the propane generator.  I also explained that my son is dependent on ventolin and pulmozyme masks twice daily and requires a compressor to deliver the medication.  (Cystic Fibrosis and a lifelong need) I also mentioned that a snowstorm was approaching. She then told me that it was now 4 - 5 business days and we were not made aware of this before.  We had been without any power for 3 days. I called again on January 11th and spoke to the manager who now said it is now 7 business days. The propane was finally delivered on January 12th and I notified your office about this.  

  Many years ago, we were receiving the propane automatically every month, but ******************* Fuels said that it was not worth their while as we require very little propane in Spring/Summer/Fall.  Thus, we switched to ****************.  

  In the event that 7 business day delivery is to be expected in the future, during the winter months, we will have to order when our propane level is 30 or there abouts to accommodate for the possible week delay. 

  We continue to maintain that their behavior was unethical and unsafe and in particular, when I explained twice how important it was for my son to receive his pulmonary medication. Mostly we are very saddened to be treated in this manner, as we have been reliable customers for 18 years.  In future, we would appreciate in writing, when there is a change in policy so we can act accordingly.

  Thank you for your attention.

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