Complaints

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:02/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased a home with an existing propane tank and were told we owned it. There were no identifying labels on the outside of the tank. 3 months later I received mail stating that Keystone coop owned the tank and they would be picking it up. I called and discussed the issue and was told I could set up an account so I did the credit app and set up my new account. The day after I set up my new account and have the leak check done i received more mail stating I owed the coop $385 for gas that was delivered on 12/31/2024. There was NO ticket left stating ANY delivery was made at all. My first interaction with keystone was the letter saying the tank would be picked up because they were made aware that the previous owner was deceased. Aside from that we had ABSOLUTELY no correspondence from themincluding the date they say the delivery of propane was made. When I called the office the incredibly rude woman I spoke to said that even though 1. I was NOT A customer at the time of the supposed delivery of gas 2. I wasnt made aware of the delivery by phone call, mail or even a receipt left on our door or mailbox 3. I did not know they owned the tank. 4. I NEVER placed an order any fuel, she said it is MY responsibility to pay the bill because I reside in the address that it was delivered to. She said it was delivered because the previous owner was on a keep full service and so it was not her problem, it was mine. She was rude, unprofessional, unwilling to admit any fault or even attempt to come to any fair resolution for THEIR mistake. I said I would be finding another provider and asked how long I had before they picked up the tank. She told me TEN days. 48 hours later they picked the tank up with ZERO notice left my family with no heat at all in the middle of winter. I never actually told her to pick up the tank OR disconnect our service. I only said I would be shopping around for another provider. I have been in contact with multiple agencies about their business.

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 at the time of service they were known as co-alliance come out for a possible gas leak, upon my inspection I have found my valve was leaking I had requested then to come out and replace the valve and witch the employee had simply tightened the valve with a wrench in the open position to stop the leak, this made a short term fix till my next filling but in the process of when they came to fill my propane tank it was found the the valve had leaked out and was unable to be closed tools needed which makes a massive safety hazard as the risk of fire upon this their own employee that came out after requesting it to be replaced had noted the act of over tightening the valves should not have been performed and was a major concern to him and upon inspection it was found that the valve had leaked out 90% of the filled amount, he then continued to inform that the bill will be adjusted for the loss of propane and safety violation that was made as it should have been done properly the first time, I have since switched companies and have tried to contact keystone about the bill and for any information on the matter and have been unable to get contact with a supervisor as I quote the supervisor is out for the day I will have him call you back multiple times throughout the following weeks on different times and days of attempting to find a solution I have now gave up, they have now since put it to collections.