Complaints
This profile includes complaints for DCC Propane, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 12 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:06/03/2025
Type: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 had a contract with ********* stating that I had Auto-delivery. They failed at keeping that agreement. On the coldest day in February,they failed my auto delivery. I didn't have heat for 18 hrs. They would not answer their phone or any e-mails I had sent. Because they wouldn't answer and I was freezing, I assumed it was an issue with my heating unit so I called rival company, ****** to see if they can come up and look but it was a conflict of interest so they gave me a hvac business person, **** ,he came out only to discover that I didn't have propane, I said that was impossible because I have auto fill. He said, well I came out because you said you had propane, I still need to paid. So I paid him, his services costs 300 normally but he said he'd take 100 bucks so I wrote him a check. i then left messages and emails, I spoke to someone a few times and they promised to have a manager call me back but never did. THEY LEFT ME THERE FREEZING FOR 18 HOURS WITH NO HEAT IN 18 DEGREES. THEY LEFT ME WITH NO WATER FOR 24 HOURS BECAUSE THE PIPES HAD FROZEN. Finally, after 18 hrs, someone came out.. They failed me miserably. I lost work, no shower, no water, my cat didn't have water. I cancelled my service the very next day. ******** , my new co. told them, also, that I was no longer their customer. Uncas left their tank in my yard for 3 months. even though i had cancelled. and then sent me a bill for tank rental .they ignored my calls for months then sent it to collections . They didn't adhere to their part of our contract. They need to reimburse me for my costs because of their failure to deliver and leaving me freezing, no water for 24 hrs. I owe them nothing, They owe me ******************************************************************************************************************************** lot rent for leaving their tank on my property ,100 bucks a month ,despite my many phone calls and emails. 100 for the service call and 200 ,for no water
Business Response
Date: 06/05/2025
After discussing with our Regional Director, we have credited the customer her open balance of $348.61. This is the best we can offer.
Initial Complaint
Date:03/10/2025
Type: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.
Discontinued service with no notification and due to budget billing we have overpaid ****** dollars(could be more) and have not been refunded. Their tanks remain on our property despite promises to pick-up. Multiple calls placed and request made.Business Response
Date: 03/11/2025
The refund check was sent on March 7, 2025 check #*********, customer should receive it any day now if not already. Our CSM is contacting the customer on a date to pick up our tank. Often, inclement weather and snow on the ground prevents a safe pick up so it is possible we may have to wait until the weather warms up. Regardless, our CSM or *** will contact the customer for pick up.
Customer Answer
Date: 03/13/2025
Complaint: 23046680
I am rejecting this response because: the check should have been received by now if sent on the 7th. It has not. No one has called to schedule tank pick up.
Sincerely,
***** **********Business Response
Date: 03/18/2025
Did customer receive the refund check?
Also, tank pick *** must be done in dry weather and inclement weather / winter months. District will pick up tank as soon as they are able to.
Customer Answer
Date: 03/18/2025
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.
Sincerely,
***** **********Initial Complaint
Date:02/08/2025
Type: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.
Cancel service due to non delivery of gas. The company took out money from account for gas that was never delivered. Several call made to return refund Always getting answering machine No calls to me returned And they have tanks on my property to be picked upBusiness Response
Date: 02/11/2025
I asked our General Manager and **************** Manager to contact our customer right away to resolve the refund issue. If customer does not receive a call please have her contact me at ************.
***** *******
Initial Complaint
Date:02/04/2025
Type: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 have been using ********* as my Propane supplier for over a year now and have had no issues. My last guidance from them was to place a delivery order when my tank read ~30%. Starting on 21 January 2025 I made hourly calls during business hours that went unanswered. As I had never had a call go unanswered before, after three days of this I left a message the afternoon of 23 January 2025 and received a call back that evening around 7PM. At this time I placed my order knowing they only deliver to ************ on Fridays and asked if I could expect my order tomorrow (24 January 2025) to which the representative replied "no, it takes 4-5 business days". I have never received any notification of this policy verbally or in writing previous to this and if this policy change was made I should have been notified to call sooner to avoid running out of my only heating source. I patiently waited for my order while watching my Propane level quickly drop and once it went below 10% (the last tick **** after which there is no way to know the actual remaining balance) I called Uncas' emergency response line on Saturday 1 February 2025 as Uncas is only open 8AM-4:30PM M-F and as noted earlier do not answer their phones or return calls. The emergency response line informed me they can not help me until I run out of propane and to call back after I run out.Seeing as I have a 34-week pregnant wife I did not want to wait to run out of our sole heating source and called **************************************** to arrange a delivery. They answered on the first ring and were very friendly and helpful. They delivered the following morning 2 February 2025.Starting at 8AM Monday 3 February 2025 I have been continually trying to reach ********* to get a refund for the funds they accepted and then failed to provide the goods and services in exchange.They should have their business license revoked and are lucky I am not seeking damages in civil court.Business Response
Date: 02/05/2025
I asked our GM and Ops Manager to reach out to our customer to resolve the delivery issue. I will assist on expediting any refunds due back to the customer. The customer can also contact me if he is getting a no answer. My direct line ************.
***** *******
Customer Answer
Date: 02/06/2025
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.
Sincerely,
******* *******Initial Complaint
Date:01/25/2025
Type: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.
This company isn't delivering to their contracted auto delivery customers. They are extremely difficult to reach by phone, and after finally getting a delivery scheduled, they didn't show up. My parents are in their 70s and have been stuck without heat for days during the coldest week of the year. Judging by their review pages this is happening to multiple customers.Business Response
Date: 01/29/2025
Our GM and CSM is reaching out to the customer to resolve the delivery delay. We reached out yesterday and I am waiting for confirmation back from our GM on status.Initial Complaint
Date:07/29/2024
Type: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.
I did a pre-buy of propane in August of 2023. I have not received a check for the unused propane at the end of the ************************************** early June. I have not received the check for ******.Business Response
Date: 07/30/2024
Refund should have been sent around end of June. I am checking with our accounts payable and I will reply ASAP.
*************************
AR Manager
Initial Complaint
Date:06/20/2024
Type: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.
I am waiting for a refund of ****** since April 2024. They say I am to wait two weeks. It's been 3 months.Business Response
Date: 06/20/2024
Customer refund will be sent in the mail **** on 6/21/2024.Initial Complaint
Date:04/03/2024
Type: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.
Have an issue with the no use fee when I pay a yearly fee to have the tank. I also asked to have propane to be delivered and the company wouldnt deliver. So then they want to charge the no use fee.Business Response
Date: 04/24/2024
The No Use Fee was waived on 3/27/2024. Customer purchased ******************** tank from us on or around April 10th 2024. The No Use Fee was assessed in February due to no gas purchases in over 18 months. The account is now closed with no open balance due.
Thank you
*************************
AR Manager, DCC Propane, LLC.
Customer Answer
Date: 04/30/2024
Complaint: 21527228
I am rejecting this response because:
They did not waive the fee I had to buy the tank out right to settle the issue and the costumer service was horrible after I was a good customer for 20 years. There was no value in me being with them for 20years and paying my bill on time every time. I will never do business with the subsidiary of this company again.
Sincerely,
*****************Business Response
Date: 05/01/2024
I spoke with the customer and advised that the No Use Fee was credited so they are not responsible for paying this. They purchased their tank from us so their account has a small credit balance of $0.34 cents. The customer indicated they are no longer purchasing propane from us so I am not sure what else we can provide.
Customer Answer
Date: 05/01/2024
Complaint: 21527228
I am rejecting this response because:
I should have never been forced to purchase the tank. The company should have just deliver propane as I asked them to do, but refused. So instead of paying to have propane delivered I was forced to buy the tank. Now I dont have anyone maintaining my tank and have to find a company that is will to maintain a tank that another company installed. I would have just like to have had some customer service after being a long time customer. Just by waiving the fee doesnt resolve my issue with the companies bad service.
Sincerely,
*****************
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