Complaints

This profile includes complaints for Superior Energy, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Superior Energy, LLC

  994 Hartford Tpke Vernon, CT 06066-4403

  
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  Superior Energy, LLC

  PO Box 60 Vernon Rockvl, CT 06066-0060

  

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:12/11/2023

  Type:Billing 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.

  This is a request for an inquiry into billing practices. I pay on a monthly budget plan. I currently have a credit balance of $2800. I am concerned that the budget amount calculated by the business may be calculated on all future estimate deliveries and is not taking into account the funds already available in my account. (current monthly budget is $706/month and rising every month). My average fill is $950, so the current balance could cover the next 3 fills. I have asked the company about this, but they insist the budget is accurate. I currently estimate that my credit balance will be over $5000 before my next fill. I would like an independent evaluation in the calculation. Also, I am sure they are earning interest on my money, so they could at least pay me interest on the funds held each month. [Below amount is total for 2023]

  

  Business Response

  Date: 12/15/2023

  Good Morning Mrs. ******,
  
  We were notified that you have some questions about
  our optional budget plan that you have chosen to enroll in.
  
  First off, I want to go over some basic points of the
  program:

  
  1 - It is optional – you are NOT required to enroll in the budget program, you can simply pay your bills on the standard 30-day terms per your agreement.
  
  2 - The goal of the budget program is to allow the customer to pay one set amount each month from April though March that will cover all needed propane as well as the lease & maintenance fee on the equipment that is leased from us; and will at the end of March leave the customer with a small credit due to them.
  
  3 - If at the end of March, the customer still owes any monies, they will be required to pay the owed amount no later than April 30th.
  
  4 - Since we do not want customers to be burdened with a large payment at the end of March, we are very aggressive in our calculations – meaning we round up the estimated yearly gallons and estimate high on the next years price per gallon; and lastly, we divide the total estimated costs over 10 months, not 12 – all of this leads to a high margin of safety that the monthly payment we come up with will cover everything.
  
  Now for you specifically:
  
  For this budget season, running from June 1st though March 31st, your monthly budget payment is $529.00.  For reference I have attached a copy of the
  budget letter we sent you on 5/2/2023.
  
  Your budget payment has not been changed since then;
  it has not increased.
  
  The amount you owed has changed from month to month (a
  few times) due to you not making the exact budget payments in full by the end
  of the month.
  
  What I will do is go through your budget by hand and
  check over everything myself and get back to you with what I find.

   

  
  Of course, if you want to talk about this or anything
  else do not hesitate to call us at, ###-###-####.
  

   

  
  Thank you, and Happy Holidays.
  
  
  Adam F*******
  General Manager
  Superior Energy

  Customer Answer

  Date: 12/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1/ My main concern is the build up of funds in my account and a question about how  this credit balance factors into the budget calculation.  This was not explained in your point #4.

  2/ I appreciate that a budget option is available to manage cash flow - in fact, I have taken it a step further to pay on weekly (now bi-weekly) basis to align with my paychecks.  I use the budget amount (or balance due) and divide by 4 (or 2) to ensure I am paying the budget in full by the end of the month.  Any variabiity of my payments is based on the bill I receive. 

  3/ Perhaps the other factor for any variable payments or balance is due to my 6 month unemployment. I had called the office (in June?)  to ask if it was OK to skip some payments due to my limited cash flow. I don't recall who I spoke with, but it was agreed that I could draw down on my balance.  If in fact you consider this to be delinquency, then there was clearly a misunderstanding. This "forebearance" as the mortgage company called probably needed to documented better instead of a formal agreement.  

  4/ I will go back to review my statements to understand if I am not paying the correct amount, but it still no address the credit balance. 

  I think the best solution is to take me off the budget plan as of 1/1/24 and until the credit balance is exhausted.  Then maybe we can re-start a budget plan.   

  **** ******

  

  Business Response

  Date: 12/22/2023

  Good Afternoon Mary,
  
  You are certainly able to come off the budget plan for
  this season, and you can reconsider when it starts again in May 2024.  As a note: if you do come off the budget plan,
  then all bills must be paid within 30 days of the delivery date.
  
  We do have another option for you, but first a bit
  more explanation on the budget plan as it stands.
  
  In terms of how we calculated your budget originally,
  the math was as follows:
  

  We started with the
  following assumptions:
  

  You will need 990 gallons of propane between May 1st 2023 & April 30th 2024
  

  The price per gallon will be $6.69.
  

  Your years lease/maintenance fee on the propane tanks you lease from us is $317.99 ($299.00+tax)
  

  This brought the total estimated cost to $6,941.09.
  

  Then we deducted the credit of $1,627.45 that you had left
  over from last year.
  

  That brought the total down to $5,313.64.
  

  Which we then divided by 10 months, to get a total monthly
  due of $531.36
  

  We then chose to adjust that down to an even $529.00
  per month.
  
  Like we said before our budget calculations err on the
  side of extreme caution, so it was always likely that you would end the season
  with a credit.
  
  At this point we have recalculated your budget considering
  your usage thus far and the prices up to date and we feel comfortable lowering
  your monthly payment to $325.00.
  
  If you choose this option, your first payment would be
  due by the end of January 2024.
  
  As always with the budget, at the end of April if
  there is any balance due it would need to be paid in full by the end of May.
  
  As a final note, if you do decide to stay on the budget
  program, our system is not set up to handle multiple payments in a month for a
  budget, so we would need you to make one payment a month for the total budget
  payment due of $325.00.
  
  Once you have decided how you would like to proceed
  please call us at, ###-###-####, so we can make the changes.
  
  I hope this helps you better understand everything, but
  if you have any other questions do not hesitate to contact us again.
  
  Thank you, and Happy Holidays to you and your family.
  
  Sincerely,
  Adam F*******

  Customer Answer

  Date: 12/22/2023

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

  I will reach out to the business to set up new payment arrangements.
  
  
  
  Sincerely,
  
  
  
  **** ******