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

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.

Initial Complaint
Date:03/12/2023
Type:Product 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 had a minimum order propane purchase from United Propane Company delivered, was never able to use any of the propane as my gas central unit had an issue. Tank flipped over and was picked up in July 2022. I was told that I would be credited back for the propane still in tank minus my rental fees and a $50 pump fee. Not only have I never received any reimbursement for purchase, I continue to be billed for rental on a tank that is not here. Now it has been turned over to collections after multiple attempts on my part to contact company and resolve issue.
Business Response
Date: 03/16/2023
To Whom It May Concern
United Propane Gas (UPG) and Ms. ****** have reached an agreement, and resolution is in the process of being completed with a communication follow up. At this time, UPG now considers this matter closed.
Kind Regards
Initial Complaint
Date:03/12/2023
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 December 2021 i had United Propane Gas - Super Flame fill a propane tank that the previous owner of the home we purchased (fall 2021) had on the property. They came and filled the tank and we were invoiced and payed full price for the fill on January 4th 2022. There was never a safety check performed or a contract presented or signed by me. I attempted to have our tank filled again in early March 2022 leaving multiple messages. When I received a call back a few weeks later, I was told they did not know when they could fill our tank. So by the end of March we decided to go with a different supplier and a new tank was set 4-9-22. After the new tank was set I then called and told United Propane Gas - Super Flame that I would no longer be using there service, they told me they would pick up the tank in 30 days. No one contacted me or picked up the tank. After the 30 days I called three different times and left messages to have the tank removed over the following months. No one returned my call or came to pick up the tank. After 6 months of no one coming to remove the tank, I did not believe they were interested in the tank and I had it removed from our property. I am receiving invoices and late fees for a service I did not sign up for and do not want. They told me they would get their tank and never did. I called on 2-13-2023 again after receiving another invoice and told them the full story again of how I had switched providers and that they told me they were going to pick up the tank and never did. I was told at that time (2-13-23) that they would give me a call back. SURPRISE, NO ONE CALLED BACK! I again received another invoice, now with more late charges and another rental fee.

I am contacting you to request to be removed from the billing and the invoices be voided
Business Response
Date: 03/21/2023
To Whom It May Concern
United Propane Gas (UPG) has made a few attempts to reach out to Mr. ******* and left a voicemail with the number we have on file, and have not heard back. At this time, UPG now considers this matter closed.
Kind Regards
Initial Complaint
Date:03/08/2023
Type:Product 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 prepaid over $700.00 late last year. Since then they have sold my contract to Coker. I contacted Coker and the balance was not transferred. I have attempted to contact UPG for several days and have received no reply. I just want my money.
Business Response
Date: 03/14/2023
To Whom It May Concern
United Propane Gas (UPG) has attempted to reach Mr. ***** and left a voicemail with the resolution to this matter. Mr. ***** is more than welcome to call back the number left on that voicemail, if it was not received please contact us at 1-800-874-4427 and we will give him an update to that resolution. At this time UPG now considers this matter closed.
Kind Regards
Initial Complaint
Date:03/06/2023
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.
We have had a terrible experience with this company. This past summer we purchased our propane in July. I paid $487 roughly. I had to call the office several times, leave voicemails that were never returned, and eventually go to the upg site and send an email for a response. I was told we would have our gas. Another month went by and I had to email again and request a refund. The next morning after asking for a refund, the company showed up with our propane. I was willing to let this experience slide.

However, we received a bill shortly after requiring $50 for an "overage" charge. This didn't make sense. I knew what our tank was at when I pre-paid over the phone. Two weeks ago we get another bill for $97. After calling the office several times, someone finally answered the phone. This lady was nice and said the charge should not exist. She understood what had happened and sent the charge to corporate to be reviewed for removal. A few days later, I get another notice that they will send me to collections if I don't pay. After calling for another week, someone finally called back and didn't know how to help me and told me it is now $127 I owe! Unbelievable! So she was going to get the same lady I previously spoke with to help me. I have called almost every day with no answer. I even tried to just pay the bill online so it won't go on my credit and deal with it afterwards. Their payment system doesn't even work! I suppose this will just hit my credit and I will have to dispute it with the collections company. This is the most unprofessional business I have ever come across.
Business Response
Date: 03/16/2023
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:02/27/2023
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.
August 31 2022, received a Price Protection Contract from United Propane. The contract was for 300 gallon propane. I signed contract and sent check for $950.00. October 2022 I called to request propane delivery . Automated teller voicemail , left message. Two weeks later, no delivery. I called again, left message. No one returned call. Also, tried on their website, as instructed from their instructions on voicemail. Also left an email. No response.
October 27, 2022 gas was delivered. The amount of gas delivered left a balance owed to us of $83.32.
November 30 2022 we received bill for $879.07. I called left message and also left email. No response.
December 27 2022 fuel was delivered again, we did not request another refill. The delivery driver left ticket showing a zero balance owed. Fuel delivered was for $348.29.
Jan 14,2023 received bill for $892.07. Again, left messages and email. No response received.
Feb 14 2023 received bill for $941.93. Called, left message two times, no response .
February received bill for $637.22. Called left message. No response.
February, received bill for $652.08 Called left message. No response
We are so frustrated with this. You can’t talk to anyone, the website is also absolutely worthless in relaying information. All you ever get is automated system to leave message, then no one gets back to you.
Please, help. I just want this cleared up. Warning, never do business with this company.
Business Response
Date: 03/02/2023
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: 03/03/2023

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:02/22/2023
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.
1/21/2023 Propane delivery truck showed up and said I have a contract for 200 gallons per-pay. Filled tank and was then billed $564.36 per "contract" price, which I did not see or sign. Called office and asked for contract information. I was told I didn't have a prepay and contract price is $0.20 per gallon above spot price that day, and will send bill reflecting the day price. Received a new bill for $1,032.37 being double billed. I an 76 years old, fighting lung cancer and other medical conditions and it certainly appears that UPG is trying to take advantage of senior citizens. Also informed me that there will be a 1.5% late fee added to the bill.
Business Response
Date: 03/03/2023
To Whom It May Concern
United Propane Gas (UPG) and *** ****** have reached an agreement. At this time, UPG now considers this matter closed.
Sincerely,
******* *********
Initial Complaint
Date:02/22/2023
Type:Delivery 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 a customer of Ridge Propane in Avon Park, Florida, which is a United Propane affiliate. I received service the end of September, 2022 just before Hurricane Ian. The driver did not leave a bill, nor was one mailed to me.

On January 17, 2023, I received a bill for $111.21, which I wrote a check and mailed the next day in the envelope provided. On February 4, 2023, I received another bill with a threatening letter that my account would be turned over to a bill collector if not paid. I tried calling both the Avon Park office as well as the Paducah office, but can never talk with a live person. It is a constant recording. I wrote a second check for the same amount and mailed it on February 6th.

On Saturday, February 18th, I received a third bill, this time with a late fee...so now the amount is $115.30.

Again, I have called the Avon Park and Paducah offices, but again I am met with a recording.

I do not want to write a third check and either have all 3 cashed, or yet another one not reach it's destination. I do not use a credit card and I feel that I should not be charged a late fee, when this is not my fault and I can't even speak to a representative to find out why two separate checks have not made it to their home office.
Business Response
Date: 02/28/2023
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
Customer Answer
Date: 03/02/2023

Complaint: ********

I am rejecting this response because: This company reviewed the account and found that the bill was paid in October, 2022. I mailed one check in to them on January 18, 2023 and February, 2023. When I spoke to them last week, they had cashed the January check and also the February check. They said they would mail me a reimbursement check for the full amount of both checks. Until I receive that check, this matter is NOT closed.

Sincerely,

****** *****
Customer Answer
Date: 03/29/2023

Complaint: ********

I am rejecting this response because: I still have not received the reimbursement checks.

Sincerely,

****** *****
Business Response
Date: 04/12/2023
Our tracking information on the check that *** ***** was supposed to receive indicates that the check arrived yesterday to her in the mail.
Customer Answer
Date: 04/12/2023

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:02/16/2023
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.
We had gas service through this company, but due to ALWAYS having billing issues we decided to go with another company. In September of 2021 we ended service with UPG, and requested gas tank be taken off our property. We kept getting bills or notices in the mail about tank rental, i would call them and they would tell me not to worry about it. Just recently we got another bill with a late charge added to it, along with another letter saying it was a second notice saying it would be turned over to collections. I had made multiple calls between cancelation in 2021 and currently to inquire as to the tank being removed from the property, it is still there. I paid the tank rental bill, and the late fee so it would not go against my credit if they were to send it to collections, but i shouldn't have to pay it since it was for rental in 2022 and my service with them ended in 2021 and that years rental was paid. I'm seeking a refund for the amout that was paid, and i still want them to get their property off of mine. I don't know how many more times i can ask them to do so, it's been 1.5 years.
Business Response
Date: 02/28/2023
To Whom It May Concern
United Propane Gas (UPG) has attempted to reach Ms. ***** to discuss her account with no response at this time. At this time, UPG now considers this matter closed.
Kind Regards
Customer Answer
Date: 03/21/2023

Complaint: ********

I am rejecting this response because: Please see previous statement in the complaint timeline.

Sincerely,

******** *****
Business Response
Date: 03/24/2023
To Whom It May Concern
United Propane Gas (UPG) and Ms. ***** have reached an agreement. We have relayed communication and will stay in further contact with the customer until this matter is resolved.
Kind Regards
Initial Complaint
Date:02/13/2023
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.
After setting up new tank, gauge didn't show amount left in tank. After many calls/emails,pictures man came to repair and said it was wrong gauge for the tank. Had to replace tank. (took almost a year to get to this point) Tank was replaced11/2/2022.We were told we would get credit for gas in the first tank-55%-137.5 gallons-$316.11. Continue to get bills for full amount PLUS late fees. Sent $200 to cover what we actually owe in January. Original bill was for 201.2 gallons-$473.56. Our credit was for 137.5 gallons-$316.11. Balance should have been $157.45. We sent $200. They owe us $42.45. We got another bill today, with another $35 late fee added. Called AGAIN and were told we still owe them.
Business Response
Date: 02/20/2023
To Whom It May Concern,
United Propane Gas (UPG) and Ms. ***** have reached an agreement, and at this time UPG considers the matter closed.
Kind Regards
Customer Answer
Date: 02/22/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *****
Initial Complaint
Date:02/13/2023
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 November of 2021 I called to have gas tank removed I told them I was not going with gas for that winter. ( she acted a little aggravated by that) they did not come and remove the tank until April of 2022 and sent me a bill of 105.89 for them to come and pick up THEIR OWN TANK! After it set for 5 months on my property! I tried to call several times to let them know this was wrong to charge me for picking up their own tank off my property after I stored it for free on my property fir 5 months. My many calls went unanswered I left messages for them to call me but never did. I feel they purposely ignored my calls knowing how wrong it is to charge a customer for a tank pick up. Then they kept sending a bill with numbers to reach no one adding extra fees I would write letters on the back of the bill for them to please call me and still no reply! I feel they left the tank on my property all winter so I could not go with another gas company. I don’t see how a company can charge their customers to pick up their own tank and expect the customer to store it for free for 5 months! This is a wrongful charge!! And should be illegal! I and a retiree with a fixed income! Thank you Tracy Brewer .
Business Response
Date: 02/15/2023
To Whom It May Concern,
United Propane Gas (UPG) has attempted to get ahold of Ms. Brewer to communicate our resolution, and at this time, UPG considers the matter closed.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

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