Complaints

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

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  Western Propane Service

  2326 Meredith Ln Santa Maria, CA 93455-1100

  
• 

  Western Propane Service

  P.O. Box 1060 Santa Maria, CA 93456

  

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:10/11/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 moved out of state and sold my house. At the time of sale, I had 3/4 of a tank of propane that is to be refunded to me, including the tank rental that I was billed and paid.
  My local Santa Maria office told me that corporate would mail a check, this was mid September.
  
  I called several times about this matter and the most recent call it was confirmed by my local office that I would receive a check.
  
  I still have not received my refund which is almost $500.

  

  Business Response

  Date: 10/12/2023

  Good Morning,

  Just got off the phone with Jenn. Jenn moved out mid September and paperwork processed end of September. Explained the refund check was cut 10/3/2023. Confirmed her mailing address. She stated she does not trust the mail and is worried if it will actually make it to her.  Advised her that the company policy is to allow 4-6 weeks to receive the check from the date it was cut. Told her to personally call me if she does not receive it in the mail in about 4 weeks and I can get it stopped and reissued for her if necessary. 

  Customer Answer

  Date: 10/12/2023

  
  
  
  
  Complaint: 20724711
  
  
  
  I am rejecting this response because:
  
  I am going to wait until I receive a check 
  
  Regards,
  
  
  
  J*** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 10/12/2023

  I understand her wanting to wait until the check is received. I do know it has been cut and now needs to make it's way to her. Again per our company and payables policy it can take 4-6 weeks for it to arrive to her. I hope that since it can take that long for it to arrive this BBB issue is not considered being disregarded. I told Jenn if she does not receive it in 4 weeks to please reach out to me personally so I can try to track it down or reissue a new check. 

  Customer Answer

  Date: 10/12/2023

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20724711, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  J*** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/24/2023

  Type:Billing 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.

  Western Propane used to be a private company and not publicly traded. I was the very first client in my canyon and I got many neighbors to switch. They cared about you and had great communications. In the last few years they sold out to Superior Plus Propane and it is a nightmare. I am on a set delivery as my tank is very small. I never get an email or text saying your tank is running low, your delivery is coming but you have a bill - NOTHING! There are two issues: 1) TOO expensive, the costs are over double from when it was owned by the original owners, no program for disabled or anything. Their bills are half my SSDI. They have literally become the most expensive propane company - they are more worried about getting investors their dividends then caring for their clients. 2) For the 2nd time in two months, I am out on propane and it is freezing - They will not communicate, come out or anything. I got a call from a driver but he refuses to come out as it shows I have not paid in which I have a screen shot showing I have. He also said I would be charged an additional $170 - In the canyon it gets very cold as we are in a bowl of rock. I am a disabled woman and as I write this it is freezing. I have no heat and no money to buy heaters. I cannot shower or anything. This last bill was almost $500 and I have never paid over $300 for the last 8 years with the original owners. How did they give such great pricing? I was told that Western would always maintain the lowest. This is NOT out of their hands, even with the higher rates all the others are way lower. I am going to call other companies to switch as this is the WORST treatment I have ever received. I have to go to bed in the freezing cold tonight. I am tired of the "propane has gone up" excuse yet other companies are much lower, Western Propane went from being the best in price to worst. Their practice's are clearly gauge tactics. I will also be reporting to the FTC for deception and unfair business practices

  

  Business Response

  Date: 03/27/2023

  Western propane is still locally ran, we have employees that have been here for over 30 years. We take pride in keeping our customers happy and taken care of. 

  Too Expensive, we are neither the cheapest or the most expensive company. We are gaining new customers every month that are switching from competitors that are paying significantly more than our prices as. You rent the equipment from us, however there is nothing stopping you from switching to a different company. Once you have made your decision please let us know and we can come pick up our equipment. We do not buy propane back when you switch companies.

  Out of propane, in regards to Mrs. S**** being out. She had a past due balance from her 2/11/23 delivery. She was over thirty days past due. Not only did she receive and invoice in the mail and month end statements,  we saw that she was getting low and on 3/13/2023 left a message about her balance so we could get it taken care of in order to avoid a run out. Once the payment was finally made on 3/23/23 after hours at 5:36 PM ( because she was in fact out of propane) we came out the very next day to deliver to her. The on call driver only had a screen shot and no knowledge that the actual payment was successful on our end. Please note when a tank runs out if costs us more money to pull a driver off route, relight pilots and conduct a safety check. Please find the attached data showing the payment coming in after work hours. 

  Customer Answer

  Date: 03/27/2023

  
  
  They are not understanding the full complaint. They have unaffordable prices, they have nothing for disabled people on SSDI, they do not work with you, they just let you go without - Not even SCE does that. Western Propane used to have a conscience but with the buy-out with Superior Plus, they do not care if  a person freezes. They only care to pay the dividends to investors. And yes I did not know I was out of propane until I tried to put heat on, so of course it was just after closing - I text and called both Jesus and the on call guy - Do not make me out to be the bad guy, you need to fix the issues for people with fixed income and are disabled. You cannot just let folks run out especially if they are on equipment that is life saving that the propane runs. Your lack of humanity is disgusting and the ADA and FTC may just agree. Please do not confuse my disability with being an idiot. My goal is to get Western Propane to understand that they need stop the  greedy and help people that their gauging prices are not affordable. Learn your community needs, not just your pockets. Your work ethics and integrity are horrible. Shame on you. And I am the person that helped you get so many accounts in the canyon as I was literally the very first one to sign up when it was ran with ethics and care~

  
  

  
  
  Complaint: 19846544
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  ***** S****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 03/27/2023

  To say we are not understanding is false. We showed up the following day after you paid you late bill which you had received multiple notifications of it being owed and no attempt or arrangement to be made towards it. We also did not charge you the out of gas fee of $125.00 that we charge our customers when pilots need to re lit and a gas check performed in order to place the system back into service. 

  This whole situation would have been avoided if the bill would have been paid or if you would have contacted our office to make a payment arrangement. We on a regular bases work with our customers especially those in need. We work with our customer daily as we understand times have been difficult for many people. Again we tried call you to avoid this situation and a call back would have avoided the entire situation.

  Customer Answer

  Date: 03/27/2023

  
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  ***** S****
  
  
  
  Sorry but this is BS. I had asked for help, I explained and all I was told that your company only helps military. Having to borrow money to pay for your over inflated prices because people on SSDI are getting a grand total of $1300. so yes, paying on time is difficult which is the point of this whole complaint - Stop your finger pointing and maybe be a better company by assisting disabled, elderly and others that are in need. Your prices are more than any other propane company currently, when Western used to be the best prices now you're the most. Your snide answers are literally what I am saying about Western, you do not care for your clients. So I am done here, I am going to the ADA and FTC. Thank you for not actually understanding the real issue you have placed upon many people here that cannot afford your gauging prices. Do not say you guys help, nor do you have programs for disabled or on medical waivers. Again, not showing up with deliveries could kill a person. Congratulations~  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/12/2022

  Type:Billing 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.

  Western Propane Service delivery 50 gallons of propane to my house but is charging for 100 gallons. They never provide me the sale receive or a detailed invoice. They're overcharging me 50 gallons of propane. I'm sure I am not the only victim.

  

  Business Response

  Date: 08/29/2022

  Hello, Please find the invoice attached from the delivery we made on 4/25/22. As you can see we put in 100.1 gallons.

  Please also find the time stamp from our truck cameras showing our driver outside her house at the exact same time as the delivery invoice.

  Attached is a copy of the original invoice that our truck produced at time of delivery again showing 100.1.

  The last attachment shows how we balance our drivers work daily. As you can see from the Fuel sales report we pumped a total of 2071.20 for the day. Our trucks have meters that count the gallons as they are pumped and each drivers daily gallons must match the truck meter. If the 100.1 gallons was not delivered the total gallons pumped for the day would not be reconciled correctly. 

  Her tank size is 250 gallon tank. She was at 20% when she called in for a delivery, roughly having 50 gallons in the tank. When we delivered the 100 gallons it put her to about 150 gallons in her tank. It should have jumped her up to about 60%. Please note a propane tank of her size is completely full at 87% not 100% because of the water capacity of propane. No propane tanks will ever read at 100% when full. I think the confusion may have to do with this misunderstand of how to read the propane tank percentage. 

   

   

  Customer Answer

  Date: 08/30/2022

  
  
  
  
  I am rejecting this response because:

  Hello, an invoice is not evidence of the delivery. The company must provide the sale receive from the delivery truck to prove the delivery. I was home on April 25 2022 and no body came to my house to made a propane delivery, the company is laying. 
  
  
  
  Regards,
  
  
  
  R***** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 08/31/2022

   

  As you can see in the previous correspondence I attached a copy of the delivery ticket that was produced and left at your house on 4/25/22. You will also see in the second attachment we have video and pictures of your driver parked outside your house the exact same time and date of the delivery. The camera shows the delivery time on the matching ticket that went into your tank. 

   

  One more thing to take into consideration. If in fact you did not receive this delivery your propane tank would have run out by now. When the call was received in our office you state it was at 20% meaning you had 50 gallons of propane in your tank. Which would have never lasted this length of time. If your unsure please look at how full your tank is now.

   

  You received a delivery in May of 2021 and again in April of 2022. You got 100 gallons for 365 days roughly. So you on average use .27 gallons per day. April 25, 2022 to now means you would use .27 for 120 days which would leave your propane tank  roughly 45 to 50% if the delivery was made as we state. If you did not receive the delivery like you are stating you will be almost out of propane right now.  Can you check what percent you are at?

  Customer Answer

  Date: 09/08/2022

  
  
  
  
  I am rejecting this response because:

  this issue is not resolved yet because the company didn't provide any evidence of the propane delivery.
  
  
  
  Regards,
  
  
  
  R***** ****