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:05/13/2025

  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.

  On May 10, 2025, I received a bill from Premier for $10.17. I called and spoke to customer service, and the first lady I spoke with said the company had given grace for those accounts that didn't pay on time. Next, I spoke to ****** ******** about the charges. She explained what the fees were according to the Premier contract but we haven't signed one with them. Lauren couldn't tell me when the previous bills were sent out, that the mail didn't do their job correctly, and that the bills were lost in the mail. In the same conversation, she stated that I needed to realize that the mail wouldn't have my check to them in time. My check was dated March 26, 2025, and Premier cashed it on April 7, 2025.
  I was later transferred to **** *manager) and went through the process. He stated he didn't give wouldn't give me consent to record him for my record of what he was willing to remove from my account. According to Indiana (IC 35-31.5-2-176) it is legal to record a telephone call as long as at least one party to the conversation gives their consent.
  **** then said that if I followed through with a complaint with the BBB or **** ******, the company would no longer do business with me over the complaint, and as a company, he has the right to do this. Because ****, as the manager of my account, has threatened not to do business with me for filing a complaint, I consider this to be a form of retaliation. We now don't know if the company will show up to remove the tank and damage our property. I am now asking for the full amount of $9.67 to be refunded and any remaining fees to be removed. They have refused to show me when they sent me a bill. I had to request an invite to their portal twice to be able to log on, and by the second request, the check had already been mailed. I can submit all mail that has been scanned in to be delivered upon request. The company has stated that they have no way to see when bills are mailed or to correct anything.

  Business Response

  Date: 05/21/2025

  Customer claims and admits
  that the check for the initial payment was dated March 26, 2005.
  
  Payment was due on March 20,
  2005. The check was written after the payment due date and received after the
  grace period which resulted in a finance charge of $9.67. The customer then did
  not pay this bill by the due date of April 20, 2005, resulting in an additional
  finance charge of $0.50.
  
  Customer demanded to see
  proof that her statement was mailed. Our statements are printed and bulk mailed
  (not certified mail) through a third-party vendor and other than a printed copy
  of the statement we have no way of providing proof of mailing or delivery nor
  do we have any control over the handling of the statement by the vendor or
  USPS.
  
  Customer stated that they
  agreed to pay the $9.67 and I agreed to remove the $0.50 once the $9.67 was
  paid. Customer then insisted that I allow her to record me saying that the
  account was paid in full. I told the customer that once we had received the $9.67
  that I would be willing to email her a message stating that the account was
  paid in full, however I would not agree to being recorded saying that the
  account was paid in full before the account was actually paid in full.
  
  We will issue a $9.67 refund
  to the customer. Customer now has online access to view and pay her balances. 
  

  Customer Answer

  Date: 05/26/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received the refund that they stated they have issued me. Furthermore, upon reviewing the conversation between myself and ****. He stated if I filed a complaint, “the company would no longer do business with me” and this issue has also not been addressed in his answer. Since he has ended the client business relationship. We are requesting a refund for the remaining propane in the tank that has been paid for in full. And the tank be removed off of our property. We had no problems having them as a propane company until this issue arose. We still are requesting the $9.67 refunded and the refund of the amount of propane remaining in our tank at the cost that we purchased it for @$2.4099 per gallon since **** choose to termi**** any future business with us. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 06/04/2025

   

  BBB,

  I have attached the certified receipt where ***** has received the check we issued to her. The tank is on the schedule to be picked up and we will refund any remaining money for any gas left in the tank. Thank you.

   

  Sincerely,

   

  ****

  Customer Answer

  Date: 06/10/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  We didn’t sign for any certified mail. That is not any of our signatures on it. I have checked our cameras on that day and the mail carrier never came to our door. Not sure who signed for it. The tank has been picked up, but a refund has not been received as of today. 
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 06/11/2025

  That was the signed returned receipt that was provided to us. The tank has been picked up gone through our process

  the refund check was submitted for processing on 6/4/25 refund check should be there any time.

  Customer Answer

  Date: 06/17/2025

  
  
  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,
  
  
  
  ***** *******
  

  
  

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