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Business Profile

Propane Supplies

Thermotane Propane LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Propane Supplies.

Complaints

This profile includes complaints for Thermotane Propane LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Thermotane Propane LLC has 2 locations, listed below.

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    • Thermotane Propane LLC

      414 W 9th St Sanford, FL 32771-2552

    • Thermotane Propane LLC

      PO Box 635 Sanford, FL 32772-0635

    Customer Complaints Summary

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

    If you've experienced an issue

    Submit a Complaint

    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:10/18/2024

      Type:Delivery 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.
      Company delivered propane on 11/14 and charged a $250 delivery fee. We were told we would get a refund but this charge posted on my account. On 11/16 we requested another delivery but canceled that immediately since our power was restored. The company charged another $250 with posted on my account!!!

      Business Response

      Date: 11/05/2024

      During Hurricane ******, Thermotane Propane worked hard to ensure that our customers received timely deliveries. We see that the ****** Home requested a delivery on 10/14/2024. Please note, they were not an existing customer but we were happy to accommodate them for a delivery. 
      In reviewing the account, this customer was invoiced the following:
      10/14/2024:
      91.9 gallons of propane @ $4.3949/gallon
      $250 off route fee
      $29.99 haz mat fee
      The total of these line items adds up to $683.88.
      We did a pre-authorization of $500 (as is standard for all private tank accounts that we service) and then charged the remaining balance of $183.88.
      The charges that this customer has stated are inconsistent with what the customer was actually charged. The customer called us on 10/22/24 and we informed them that those charges are not showing on the account on our end.
      I see that the customer called again on 10/17/24 to cancel the next delivery as the power came back on. There was a preauthorization for this, however, it was reversed when the customer called back to cancel.
      The $250 expedited delivery fee was approved by customer for the 10/14 delivery. Wed be happy to address any issues, but we arent seeing any discrepancies on our end. 

    • Initial Complaint

      Date:01/19/2023

      Type:Billing 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.
      Ordered propane Jan 10th but they after waiting almost a week I called and said delivery would be on Tuesday Jan 17. They sent a driver not familiar with area and got lost using his GPS which if not updated always tells you to turn down wrong road which he did. He called me but would not accept directions and He did not know where sr 33 (a main heavy traveled hwy): Asked if he was on fl 33 and he said I think so, then he said he was on a dirt road and I knew he was on a private road behind me. I tried to give directions but he would not listen and said he was turning around. I was extremely low on gas and I find out he just left the area without finding my home. I called and they refused to send him back and next time in area was in two weeks. I had to call around to find gas but still will be 6 days away. I will probably run out by then.

      Business Response

      Date: 02/03/2023

      Customer has a private tank and can call any propane company customer wishes to. When customer called **********************, he informed our router his tank was very low and would run out of propane very soon and wanted a delivery asap but would not pay any extra off route/priority or emergency fees. We added him to the list of the next time we were in his area which we told customer would be approx **** business days. When we attempted delivery our driver was unable to locate his address, when our driver called the customer he was spoken to in a way we do not tolerate. When the driver spoke to management and relayed the verbal conversation between our driver of 6 years and this customer, management decided it would be best if the customer found a different ******************** provider.

      Customer Answer

      Date: 02/03/2023

       
      Complaint: 18830671

      I am rejecting this response because:
      Response is a total lie! Driver made no attempt to find sr ****************************************************** gps. Driver would not take direction and admitted he did I not know what road he was on. I attempted to contact him several times but he would not communicate with me. I called the office several time to find out what was going on and second time they told me he left area. They told me it would be two weeks before next delivery which is unacceptable. You can be sure I will not use their service again, such a poor company and service. I will spread the word to stay away from them for sure!
      Sincerely,

      *****************

      Business Response

      Date: 02/06/2023

      I am not sure why BBB needs us to respond, we recommended this customer use another company, customer just stated he will be using another company. We recommend the customer not use profanity and insults in the future to hard working Americans.

    Thermotane Propane LLC is NOT a BBB Accredited Business.

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