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Business Profile

Propane Supplies

Fallbrook Propane Gas Co
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/23/2024

    Type:Order Issues
    Status:
    Answered
    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.
    4/23/2024 they locked our tank after selling us propane and refused to unlock the tank after filling it.

    Business Response

    Date: 08/02/2024

    Pertaining to ************************* complaint on 4/23/24, the tank was locked due to a safety issue at the customers residence.  The following is the chain of events that took place:

    We have a remote tank monitor on this tank so that we know the % of it daily.  As the tank continued to drop lower and lower we made numerous attempts to call the customer to authorize a delivery to keep them from running out of fuel.  We left messages on 2/6/24, 2/13/24, 3/6/24, 4/2/24, 4/11/24 with no reply from customer to authorize a delivery.   
    On 4/19/24 ****** called our office advising that they were empty.  Per our safety protocols we advised customer that someone must be home so that we can deliver, conduct a comprehensive inspection of the system, and restart the appliances.  Upon delivery nobody was at the house to ***** us access for the safety inspection.  We attempted to call the customer 2 times while onsite, but no answer and voicemail box was full.  Per safety protocols the tank was locked to await the customer call back with access *****ed so that our inspection could take place.
    On 4/23/24 once we had access with the owner present our technician noted that the vent for the water heater was not correctly installed and posed a potential hazard.  Our tech advised the customer that we cant unlock the tank until this safety concern is properly addressed.  The customer was quite upset; however, we must put safety above convenience as a utility company. 
    On 4/24/24 we returned, and the vent was now properly installed on the water heater, and it no longer posed a danger to the customer.  The system was leak tested, the red tag on the water heater cleared, and the system was turned back on.  ****** remains a customer of ******************************************* currently.

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