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Business Profile

Propane Supplies

United Propane Gas, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Propane Supplies.

Complaints

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

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United Propane Gas, Inc. has 53 locations, listed below.

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    Customer Complaints Summary

    • 81 total complaints in the last 3 years.
    • 4 complaints 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:04/12/2023

      Type:Billing Issues
      Status:
      Resolved
      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 used ********* out of Springfield, KY for propane at our business address from 2016 - 2018. In 2019, we were unable to get in touch with anyone all winter long, so we finally got a new tank somewhere else. We had called and left messages repeatedly with no response. We heard nothing from anyone after that, until I received a phone call from someone at UPG in May of 2022, saying we had received a tank of propane in February of 2020, (over 2 years prior) and it was past due and they would like payment. The amount she gave me was over $1000. I told her we had gone with someone else and that we hadnt been able to contact anyone at ********* since sometime in early 2019, and we wouldn't have bothered ordering more propane in February anyway, since winter was practically over at that point. I told her she could send a copy of the invoice and to send a receipt showing who signed for the delivery, and I would look at it. She said they never get anything signed and she would send what she could. I received a statement with the balance and nothing else. Sometime in the winter of 2022, she sent some type of delivery receipt with some latitude/longitude coordinates, and no name or address on it. Then I received a letter saying it would be turned over to collections. Then I began receiving letters from *** ********** to an address that I have never lived at, where there is no house or mailbox. It is property that my husband and I own, and my mailman knows where we live so they bring it to our house. The original billing was at a business, not our home. They say that we owe the bill and that is that. How can they send me to collections for a debt that is not mine, that they have been told repeatedly is not mine, and cannot show me any reason that they believe it is mine? I've only been able to speak to the one person, no one else will speak to me about this, even though she has said she would get it to her manager. I would like this bill and collection action stopped.

      Business Response

      Date: 04/24/2023

      To Whom It May Concern 

      United Propane Gas (UPG) and *** ******* have been in contact, to my understanding our management team is working with *** ******* to resolve this matter.  

      Kind Regards 

      Customer Answer

      Date: 04/26/2023



      Complaint: ********



      I am rejecting this response because: they called one time a week ago and asked about my complaint with BBB, I explained my situation and he said he'd look into it. I've heard nothing back and I've gotten 2 bills since then, one from upg and one from a collection company. 



      Sincerely,



      **** *******

      Business Response

      Date: 05/08/2023

      To Whom It May Concern, 

      I have our Customer Service Manager for this location reaching out to **** regarding her account, the customer should receive a call by end of the day today.  We will provide her with a statement showing that the issue is resolved.  At this time, United Propane Gas (UPG) considers this matter resolved.  

      Thank you, 

      *******

      Customer Answer

      Date: 05/08/2023



      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,



      **** *******

    • Initial Complaint

      Date:04/10/2023

      Type:Product 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.
      I have been overcharged repeatedly.

      When I got my tank refilled, on the invoice it says to pay within 10 days and get a discount. I paid the amount on the invoice the next day and did not get the discounted price. Then I got another invoice with a stated "total" and paid that too. Then, for the third time I got a different invoice with a late charge. Now, I have been reported to a collection agency for payment for who knows what.

      The billing system at this company needs to be audited. I pay the bill on the invoice and think that I am paid up, but then I repeatedly get 2nd and 3rd invoices with different amounts.

      I have been a customer since 2003 and have never had problems like this before. This is a problem that has appeared in the past year.

      Business Response

      Date: 04/24/2023

      To Whom It May Concern, 

      United Propane Gas (UPG) has made an attempt to reach the customer at the number provided in the complaint and have not been able to get in touch with *** *******. Our management team has advised that they have left a voicemail, so if we can get a call back or an email to our [email protected] email, we will gladly work with *** ******* to resolve this situation.  

       

      Kind Regards

    • Initial Complaint

      Date:03/27/2023

      Type:Customer Service 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.
      repeated attempts by phone and thru company website to contact billing regarding late charges on account go unanswered for weeks

      Business Response

      Date: 03/31/2023

      To Whom It May Concern 

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

      Kind Regards

    • Initial Complaint

      Date:03/21/2023

      Type:Product 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.
      United Propane Gas ignored my request for prepaid refill and forced me to switch my heating source to electric. On the day of cancellation (November 2021) I agreed to allow the tank to sit in my yard until the weather cleared. The tank remains in perfect condition with 100gallons of propane. I received a bill for rental for 2 years. I have made no less than 20 calls and left messages begging someone to return my call.
      My husband left one message and the calls was returned immediately assuring him the account would have a $0 balance and the tank would be picked up.
      Within a week I received an additional late fee on bogus rental charge and now this bill has been turned over to collections. It should be illegal for a company that is well known for this type of fraud to have access to someone’s credit.

      Business Response

      Date: 03/24/2023

      To Whom It May Concern 

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

      Kind Regards 

    • Initial Complaint

      Date:03/20/2023

      Type:Billing Issues
      Status:
      Resolved
      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 trying to reach United propane for months now, calls and no one answering, messages left and no response.. we are being charged for service at a house we haven’t lived at for 3 years and it is now being sent to collections. I just want someone to answer the phone of contact to settle this.

      Business Response

      Date: 03/24/2023

      To Whom It May Concern 

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

      Kind Regards 

      Customer Answer

      Date: 03/26/2023



      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,



      **** ******

    • Initial Complaint

      Date:03/16/2023

      Type:Billing Issues
      Status:
      Resolved
      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.
      7/1/21 we sold our home in Bagdad, KY. 2/6/22 new owner called UPG to fill propane tank on the property. UPG filled the tank for new owner, at this time they failed to verify customer information (office lady and delivery driver spoke with the new owner). As a result of UPG’s neglect they sent us a bill including late charges for $650.00 for the new homeowners propane purchase in 2/2022. On 2/2/2023 I received this bill I called spoke with ******* at Shelbyville, KY office. I explained to her that we didn’t own the residence and didn’t purchase the propane we’re being billed for. I was asked to provide proof of home closing documents which I did via email at that time. I was informed by ******* that they would take care of it. It was forwarded to ***** her manager! Between 2/2/2023 - 2/14/2023 I sent emails/called the office to no avail. On 2/6/2023 they turned the bill over to collections without *****/manager calling me. I received a call from ARM solutions (collection company) 3/13/2023. At this time I called UPG again getting ********* at the Cynthiana, KY office. I told her what was going on and I thought they made a mistake, she informed me it wasn’t a mistake they decided it was my responsibility to pay for UPG’s negligence. I asked to speak with a manager - ***** and was told she would email her to call me back. I asked for a direct email/phone number and was told I couldn’t have it. 3/13/23 ***** called me back, at this time I provided her with the new owners information and she said she would get in touch with them and we would figure this out. She agreed I shouldn’t be responsible for a bill that’s not mine, also stated they didn’t know how to collect from new owners due to them not having an account. I asked ***** for email stating where she said it would be pulled from collections and direct number to reach her so we could figure this out. I received no email and “direct” number is a recording. Left messages for ***** to call me back/have heard nothing

      Business Response

      Date: 03/24/2023

      To Whom It May Concern 

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

      Kind Regards 

      Customer Answer

      Date: 03/30/2023



      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,



      **** ******

    • Initial Complaint

      Date:03/16/2023

      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.
      The main company originally served me was ****** ******* which UPG was contracted with. I had been with them since 2015. Fall of 2021, I went to purchase my fuel for the winter and the business was closed with no way to contact them. Therefore I had to get another company to provide my fuel. Several attempts were made to contact the original company to no avail. On 8-31-2022 I received a bill from United Propane saying I owed money for their tank that I wasn't using anymore. They continue to send me bills for rental of the tank that I haven't used since 2021. I have made several attempts to contact UPG to come and get this tank with no avail. On 2-15-2023 I spoke to ***** at corporate UPG who said they would come and get the tank. On 3-2-2023, I received a collection form saying that I owed them $76.03. I don't feel I owe them this money since I have repeatedly requested they remove the tank from my property and no longer want to do business with them and they ignore my requests to come and get it., Any help you can give me in this matter would be greatly appreciated. On a side note ****** ***** Propane hasn't exist since 2021.who I was originally contracted with.

      Business Response

      Date: 03/24/2023

      To Whom It May Concern 

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

      Kind Regards 

    • Initial Complaint

      Date:03/15/2023

      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.
      I have been paying the monthly payment and the amount is paid in full I have the checks showing the balance has been paid and Upg keeps sending me a bill for $288 dollars and they have turned in over to a collection agency and they say the amount is $188 dollars so what do I do? I can't talk to anyone I have to leave a message . What kind of business do this? Thanks.

      Business Response

      Date: 03/21/2023

      To Whom It May Concern

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

      Kind Regards 

    • Initial Complaint

      Date:03/15/2023

      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.
      In 2022 we contracted with UPG and received a tank and propane in January 2022. When we were billed for the propane, we promptly paid vis check to the address on the invoice. It took nearly 3 weeks for the check to be cashed. We were then charged late fees in April for the tank rental. We tried numerous times to call and could never reach anyone on the phone. We are being charged late fees and we don't want to just send a check to UPG until we can reach someone that we can dispute the pate charges with.

      Business Response

      Date: 03/24/2023

      To Whom It May Concern 

      United Propane Gas (UPG) has made a couple of attempts to reach Mr. ******** and have not been able to make contact.  We have left a voicemail for Mr. ******** to return our call.  At this time, UPG will consider this matter closed. 

      Kind Regards 

    • Initial Complaint

      Date:03/14/2023

      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.
      Dear Sirs, Back in Oct of 2021 I cancelled my propane delivery with Upg and paid in full what I owed them and they were to come get their tank....as of today I am still receiving payments they say I owe to them which I have paid all though 2022 and now a new one for today....for 39.33...Im not sure what to do...I have called numerous times to resolve this and still nothing....on the invoice I received today there is no record of all my payments but I have payment receipts that I have paid them.....please help me....and stop them charging me....and still their tank sits in my yard....please help me....

      Business Response

      Date: 03/14/2023

      To Whom It May Concern

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

      Kind Regards

      Customer Answer

      Date: 03/15/2023



      Complaint: ********



      I am rejecting this response because:when they remove the 500 gal propane tank off of my property and stop charging me for it...then I will accept closure of this...for the past year they have said they would remove it and nothing has happened and still charging me...so when its removed than I will accept closure not til then



      Sincerely,



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

    United Propane Gas, Inc. is NOT a BBB Accredited Business.

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