Complaints
This profile includes complaints for John Graves Propane of Arizona Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:07/06/2023
Type: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.
In May, I ordered a propane delivery as my meter was showing 20%. Graves said they would be there Monday. About 3 weeks later I remembered I never received any paperwork under the tank lid. My gauge now showed a little less than 20% propane then when I first called them. I called Graves told that I did not receive the propane 3 weeks earlier. They insisted I did receive the propane and that something must be wrong at my house that allowed $300 worth of propane to leak in only 3 weeks. The small tank I have wouldnt even hold that much propane nor would they fill the tank over 60% due to the hot weather coming. Graves sent a technician to my house to check for leaks. He insisted my new water heater was to blame. That it was running 24 7 on the hottest setting. They red tagged it, turned off my water heater, and then I was left with no hot water. I called my home warranty company and they sent a plumber out who inspected the water heater. They checked it thoroughly top to bottom and determined nothing was wrong with it. That cost me $75. I sent the plumbers report to Graves. They still insisted they delivered the $300 worth of propane. Graves sent another technician who said it wasnt the water heater but I had a leak. He red tagged the house and shut off the propane. Again, another $75, my home warranty company sent out a plumber. He thoroughly checked everything and there was no leak anywhere. That report was also sent to Graves. Since I never got the original delivery, was getting really low on propane and asked to have a delivery. This time the fill was $117 which is my average. Today, my tank is still at 40%. If I had a leak or hot water heater issues that they lied about, my propane would be empty being its been almost 2 months now. I simply asked them to reimburse me for the $150 I paid to my home warranty company. They have also sent me another bill for the $300 a propane that I never received. They will not admit they made a mistake or fix it.
Business Response
Date: 07/07/2023
**** Graves Propane has been in the area over 25yrs and in Business 55 plus year we are customer oriented and have always been a safe and honest company.
There is always 2 sides to a situation and I don't feel this is something that should be anyone's business except the customer and the accused business. I will say we have gone above and beyond. We only want this customer and all our customers to be SAFE!!!!! Please understand PROPANE can be very dangerous when not taken serious.
Thank you for your time hoping to resolve this situation with the customer.
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