Complaints

This profile includes complaints for United Propane Gas, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  United Propane Gas, Inc.

  PO Box 2250 Paducah, KY 42002-2250

• 

  United Propane Gas, Inc.

  PO Box 398 2612 Paducah Road La Center, KY 42056-0398

• 

  United Propane Gas, Inc.

  545 1st St Shelbyville, KY 40065-1005

• 

  United Propane Gas, Inc.

  4201 Cairo Rd Paducah, KY 42001-9180

• 

  United Propane Gas, Inc.

  PO Box 3346 Wilson, NC 27895-3346

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:08/23/2023

  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.

  I have a propane tank on my property that i have been asking to be removed for over a year. This company seems disinterested in helping me. I dont use propane now and never will again. I have called many times and sometimes i get thru but mostly do not get to talk to anyone. I am beyond done with United Propane, worst customer service i have ever seen.

  Business Response

  Date: 08/29/2023

  To Whom It May Concern 

  United Propane Gas (UPG) and ***** ****** have reached an agreement, and I believe the tank was picked up from the customers location.  At this time, UPG now considers this matter closed.  

  Kind Regards 

  Customer Answer

  Date: 08/31/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:08/18/2023

  Type:Billing Issues
  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.

  On December 8, 2022, I ordered propane online since all calls I made to the Paducah, KY office went to voicemail and I never received a call back. The tank was below 30% and I wanted to make sure we had gas, especially with a young infant at home. I never received a gas delivery. After calling any and all KY locations I could find, someone finally answered the phone, told me they could not find a record of the order and would place one for me and have delivery scheduled before an upcoming winter storm, this was on December 19. On December 23, I received a call from a regional manager. To say he was rude and uncaring is an understatement. Basically, he told me they never received an order until the 19th, that it was my fault for waiting until the tank was so low before ordering gas and an emergency delivery would be scheduled, but not until after the storm. We depend on propane for heat, so to me, the fear for my family's safety was real. I told him to forget it, he lost my business and to come get the tank ASAP. By chance, we were able to reach out to our regular delivery driver thru a mutual friend. He was surprised and said he never received the delivery order, even the one from December 19. The tank was picked up in the spring of 2023, right after they sent me a bill for a tank rental. I've called repeatedly to talk with someone about the bill, because I do not owe this money and the phones are never answered, messages are never returned. Just to clarify, my account balance was $0 before this whole scenario started. This company has changed drastically since we first started getting gas from them. They went from being the kind of gas company that would reach out to you to make sure you had enough, to one that doesn't care if you freeze to death.

  Business Response

  Date: 08/29/2023

  To Whom It May Concern 

  United Propane Gas (UPG) and our GM for the market that *** ****** falls in, has tried to contact *** ****** via phone call and email.  If *** ****** could please respond to that email, our GM will gladly work to resolve any concerns that *** ****** may have.  At this time, UPG now considers this matter closed. 

  Kind Regards

  Customer Answer

  Date: 08/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Your message states that you have repeatedly contacted my by phone and email.  I do not have any missed calls from UPG or anyone claiming to be UPG's GM.  I do have an email, however the email I received did not ask for a response.  I am waiting for confirmation that my account balance is back to $0 before I accept your response.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair Issues
  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.

  The renter of our rental property bought gas from UPG in Oct 22 and had to buy again on 3/16/23 bc the gas had completely ran out of tank. She ask them to check the tank for leak when they came out bc the gas ran out fast and the company owns the tank. The delivery guy checked the tank and said it had a slow leak and he fixed the leak and had to put 52%gas back in. He told the renter that the company would give a credit on some of the gas bc they own the tank and it leaked. The renter hasn’t paid the bill bc they still haven’t given her a credit on the gas. She has called numerous times and they just keep saying they have to talk to the driver. We called 6/28/23 and cancelled the service and ask them to come and get the tank with the gas in it bc they still haven’t given a credit. As of 6/28/23 there is just a little below 50% in the tank (I have a picture of meter). We called again 7/17/23 to ask why they haven’t picked it up and Subrina said they would get on it as soon as they could. As of today 8/15/23 the tank still hasn’t been picked up. I want credit for lost gas on the fill up and the finance charges dropped they keep trying to charge on the unpaid bill bc they won’t give the credit.

  Business Response

  Date: 08/23/2023

  To Whom it May Concern, 

  United Propane Gas (UPG) and *** ****** have been in contact and reached a resolution to her concerns. The customer also has our District Managers contact information, should she have any further questions or concerns. At this time, UPG now considers this matter closed.  

  Kind Regards

  Customer Answer

  Date: 08/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am still waiting to receive the check in the mail for  the credit on the account. Once I receive this then it will be resolved. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:07/24/2023

  Type:Product 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.

  I am the executor of my uncles estate. **** ********** **** ******** **** *********** ** *****. **** died 10/19/2022. I have contacted UPG for a reimbursement, his house is sold. The total reimbusresment is $85.65. I have sent the death certificate and executor papers to ***** in Dayton, TN Feb 2023. I called to inquire March 2023 about refund and ***** told me it looks as if everything was processed. No check. Called April, no check, called May told me check was mailed 5/25, no check. Called 6/3, no check, called 6/23, finally someone from Benton Ky called informed me check was mailed on 6/27, (I informed them check had to be mailed to me in MI, which ***** noted in Feb) no check. Called 7/12 someone from Benton KY called and said check will be mailed July 13, no check. Today is July 24, still no check. No one ever asnwers the phone in Paducah, I can only talk to a agent in Dayton, TN. Poor customer service and why can't I get my uncles refund money. I need to close his estate.

  Business Response

  Date: 07/26/2023

  To Whom It May Concern: 

  United Propane Gas (UPG) and *** ****** has reached an agreement.  At this time, UPG now considers this matter closed.  

  Kind Regards

  Customer Answer

  Date: 07/28/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** ******
  

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:05/30/2023

  Type:Billing Issues
  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 received a bill in February for tank rental, although I've never rented a tank from UPG or received propane from them. I called every single day to inquire what the bill was about to no avail. NO ONE ANSWERS THE PHONE! It doesn't matter the time. I tried going on line to see what thus bill was about only to have the server ' under maintenance '. The next month I received another bill w/late charge. Again, tried calling EVERY SINGLE DAY! No one must work there, because no one ever answers. I'm just waiting to see what my next bill or collections notice will look like. Would be helpful to get some clarity!

  Business Response

  Date: 06/05/2023

  To Whom It May Concern 

  United Propane Gas (UPG) has been in contact with *** *******  She has been in contact with our local CSR and to our knowledge this matter has been closed.  

  Kind Regards

• Initial Complaint

  Date:05/19/2023

  Type:Product 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.

  I'm the administrator of an estate, and I've been trying to get a refund of money owed since Oct 2022. In December they told me they'd sent out a check, registered mail, and I explained the USPS had never informed me of a piece of mail. They said they would send again. I spoke with my local USPS office, as well as left my carrier a note to ensure I would get any future notices. No follow-up check has ever arrived. I've left multiple additional messages with UPG, and those calls haven't been returned. This is theft. They owe the estate this money, and it needs to be sent sooner rather than later. The deceased passed in June 2021. Amount owed is $71.93. They've confirmed to me that amount is correct. Account was in the name ***** **** ******* *** ***** **** *** *** ******* ** ******  Check needs to be mailed to my address, currently listed on the attached invoice. This estate can't be closed until I receive the owed amount. Thank you.

  Business Response

  Date: 05/24/2023

  To Whom It May Concern 

  United Propane Gas (UPG) and *** ****** have been in contact.  She is currently awaiting documents pertaining to her resolution, and has our Customer Service Manager's contact details should she need further assistance.  At this time, UPG now considers this complaint closed, and our CSM will keep in contact with *** ****** until she agrees this matter is resolved.  

  Kind Regards

  Customer Answer

  Date: 05/26/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  

  
  *** ******

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:05/08/2023

  Type:Billing Issues
  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’ve had this company for a few years, they had an address in mayville which my payments were sent to. They moved and didn’t leave a forwarding address so I got a huge stack of checks back in the mail. I got ahold of the main office in Kentucky but they only adjusted some of my bill for the problems and “fees” for not paying. So I had them fill my tank again and continued payments as usual and they have been holding checks and not cashing them and now my bill is more than it started even though I have proof my payments went through and they are now charging a fee every month which is more than I’m paying and they said I can’t be on the payment plan because I don’t use enough propane now that I upgraded my furnace….

  Business Response

  Date: 05/12/2023

  To Whom It May Concern, 

  United Propane Gas (UPG) has attempted to contact *** **** and left a voicemail for the number on file and asked for a call back to resolve *** ****'s concerns.  If *** **** could please give us a call at ************ or send an email to *************************** we will be more than happy to assist him further in finding a resolution. 

  Kind Regards

• Initial Complaint

  Date:04/24/2023

  Type:Billing Issues
  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.

  In March, UPG mailed me an invoice for propane service in the amount of $29.18 for tank rental. I am a former customer but have not had any service from UPG in over a decade. I have no current propane service with UPG. After multiple phone calls never answered and voice messages not returned, a UPG customer service agent called me and agreed that the invoice was an error. She said the company would reverse the charge and mail me a confirmation that the account balance was zero. A second invoice showed up in the mail in April showing the same amount owed, now 30-days late. I have called the UPG customer service number several times this past week of April 17, 2023 and left voice messages. Phone calls inevitably go to voice mail during advertised business hours and on any business day. No one from the company has called me back.
  
  I am requested the following resolution to my complaint.
  1. Set the outstanding account balance to zero.
  2. Mail me a statement that shows the account has a zero balance.
  3. Permanently close my account.

  Business Response

  Date: 04/26/2023

  To Whom It May Concern 

  United Propane Gas (UPG) and *** ******** have communicated about his concerns and we have resolved this matter.  At this time, UPG now considers this matter closed. 

  Kind Regards

• Initial Complaint

  Date:04/17/2023

  Type:Billing Issues
  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 use United Propane (Formerly Big Three ) as the vendor for a rental property that I own at **** ** **** **** * ********* *** 
  I am seeking reimbursement for lost propane and 2 empty tank service fees at the residence.
  A leak in the line between the propane tank and the house was detected by the propane delivery person on 3/2/2023. Evidently the leak began between 11/9/22 and 1/3/23. I understand the company is required to preform a leak test when they encounter an empty tank. my summary invoice shows a (no change) tank check on 12/3/22 then a $84.50 out of gas fee on was charged on 1/3/23 and another out of gas fee $84 again on 2/10/23.
  During that period of time I was assured by a person answering my calls that a leak test was completed each time it was empty. I specifically asked it the line was being tested and I was told it was. I understand the company is required to perform this test.
  During this same period of time I paid a private handyman and on another occasion a HVAC man to check inside the home for a leak and neither one found a leak. They each advised that the propane provider is required to test the line for leaks.
  On 3/2/23 I personally meet the delivery person on site as he prepared to fill the tank once again. When asked, he said he had been testing the tank for leaks but since he is now not stocking his own truck he has not had the equipment needed to perform the test.
  At my request he left my property and soon returned with a valve. When he attached the valve he determined there was a leak in the underground line. I own the tank.
  I soon replaced the gas line and there have been no further problems.
  I also want to add that between 2/2/23 and 2/8/23 the home renter had to use her electric oven for her heat source as there was communication and miscommunication on multiple occasions while I was out of state. After numerous phone calls and emails a manger returned my call. He has reimbursed for 150 gallons of propane. That is not sufficient.

  Business Response

  Date: 04/27/2023

  To Whom It May Concern, 

  United Propane Gas (UPG) and *** ***** have spoke concerning his complaint.  We have issued a credit for 150g that was lost due to a leak, UPG feels this is more than accommodating, and now considers this matter closed.  

  Kind Regards

• Initial Complaint

  Date:04/14/2023

  Type:Billing Issues
  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.

  Please attachment BBB Complaint UPG.pdf
  
  The account was setup under by my wife *******

  Business Response

  Date: 05/19/2023

  To Whom It May Concern 

  United Propane Gas (UPG) has made an attempt to get in contact with *** *********  We were unable to connect to *** ******** and we were unable to see the documents provided with this complaint.  If *** ******** can email that document to us at **************************, or give us a call at (517)-317-8273, we would like to speak with him and help resolve any concerns he might have pertaining to his account.  

  Kind Regards

  Customer Answer

  Date: 05/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have spoken to UPG. I am waiting for them to provide a final statement of $0.00 due and a letter stating no negative reporting to the credit bureaus have been submitted on this account.
  
  
  
  Sincerely,
  
  
  ******* ********

  Business Response

  Date: 05/23/2023

  To Whom It May Concern 

  United Propane Gas (UPG) and *** ******** have spoken.  *** ******** has a direct number to our Customer Service Manager in his area, she has mailed him a copy of the statement per his request.  At this time, UPG now considers this matter closed.  

  Kind Regards