Complaints

This profile includes complaints for Hocon Gas, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Hocon Gas, Inc. has 8 locations, listed below.

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  Hocon Gas, Inc.

  6 Armstrong Rd Ste 3 Shelton, CT 06484-4722

  
• 

  Hocon Gas, Inc.

  33 Rockland Rd Norwalk, CT 06854-4607

  
• 

  Hocon Gas, Inc.

  2407 Winsted Rd Torrington, CT 06790-2435

  
• 

  Hocon Gas, Inc.

  86 Payne Rd Danbury, CT 06810-4108

  
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  Hocon Gas, Inc.

  715 Boston Post Rd Guilford, CT 06437-2752

  

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:11/29/2022

  Type:Delivery 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.

  Hocon has consistently failed to deliver propane despite our contract being ‘auto delivery’ where there is no tank reading on our part and they should maintain tank and supply consistently. When they do come, every single time the service person does not do it correctly and we are now without connection to our tank- no heat, water, or cooking. Then they try to add emergency service fees for their mistakes. They also gave us a set price which they always mess up, stating clerical error… which takes much time to fix.

  

  Business Response

  Date: 12/27/2022

  We apologize that the ******** did not experience exception
  service from Hocon.  We have reached out
  to the customer in order to verify what appliances the customer stated in the
  complaint that they use propane for heating.  Our records do not include heat, so we want to make sure they are on the
  best delivery cycle possible to prevent run outs in the future.  We have adjusted the schedule, but will
  attempt to fine tune it further with better information.  In an out of gas situation, a driver is
  dispatched to make the delivery, but must shut the tank off.  A service technician is then dispatched in
  order to do a leak test and safety check to make sure there are no issues with
  the equipment to the home.  Our records
  do not indicate any special charges associated with the run outs.  However, in the interest of customer service,
  we have also placed a credit on the customer’s account. Should the customer experience further issues with their account, they should contact the office and ask to speak to the manager.

• Initial Complaint

  Date:10/04/2022

  Type:Delivery 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.

  When calling to schedule a propane delivery I got rudely greeted by a woman in customer service named “Karen” . She was explained that there in a baby in the household and due to extremely drop in weather temperature we need a delivery for heating purposes . She was very rude and refused a to schedule a delivery due to a $100 balance . She did not cooperate or was willing to allow us to pay the balance within a week . She was extremely rude and said they will delivery it if “cash in hand” to the driver! She did not care that there’s a child in the house who’s battling with rsv and asthma!!!! In the near future I will certainly never due business with HOCON . This Karen lady lacks customer service skills and shouldn’t be answering customer phone calls .

  

  Business Response

  Date: 10/07/2022

  While we will not comment on a particular customer’s
  account regarding any financial activity, arrangements or history details, we
  can address issues regarding our Customer Service Representatives (CSRs).  Our CSRs are trained in proper telephone
  communication techniques and to interpret different scenarios regarding
  customer service, safety and emergency situations.  In this instance, the customer called for a
  propane delivery and alleges a negative attitude on the part of our CSR.  We do apologize for any sense that the
  customer felt there was no empathy for her, as we feel each customer is our
  primary concern and should be the focus of good customer service.  We have addressed the situation with all CSRs
  in our facility to ensure we treat each customer with the respect they deserve.  A delivery was scheduled and tank has been
  filled.     

  Customer Answer

  Date: 10/07/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the tank has been filled and delivery issued because I had to reach out to social services to help me with the delivery ? if they did not help I still wouldn’t have a delivery scheduled .
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:09/02/2022

  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.

  We sold our home in ********* ** on June 29. Hocon's Tank on our property had approximately $900 of propane contained in it. As of September 1, we still haven't received reimbursement of the $900. However, we did receive a bill for $166 for them to come out and read the tank on day of closing. Despite frequent calls, I continue to just get a run around. They are now telling us it will take 4-6 weeks more to receive a check in the mail. We will let the facts speak for themselves here. My personal impression is that this is a real scam compared to how the oil companies work upon the closing of a home sale,... where the attorneys handle the $ transfer at closing. Hocon insisted that they will not let the closing attorneys manage this. Please find below pictures of the tank and gauge taken immediately prior to closing.

  

  Business Response

  Date: 09/07/2022

  Mr. ******** informed us on May 31, 2022 that he was selling his home and no longer wanted deliveries.  We responded with the needs of the customer by scheduling a tank reading on the day of closing.  We had received the buyer's information and were working with them on account set up.  Unlike the oil industry, home ownership transfers are handled through the propane company and not the closing attorneys because of tank ownership.  The propane company reads the tank, credits the old owner and bills the new owner for the propane in the tank at time of closing.  It also gives the propane company a chance to assess and do a safety check on everything once the new account is established.  

  We read the tank on 6/29/2022.  Once the work order was processed, a credit was calculated based on the price Mr. ******** paid for the fuel.  A refund was processed on 8/3/2022 in the corporate office and a check created and was mailed thereafter.  If the customer did not receive the refund by now, he should reach out to our local office in ********* and inform them of the issue so we can track the payment.