Propane Supplies
United Propane Gas, Inc.This business is NOT BBB Accredited.
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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 ComplaintThe 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:02/06/2023
Type:Delivery IssuesStatus: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 signed up with upg propane for prepaid service their supposed to come out they keep track & come out & fill when it gets to 30% they have let me run out once in Dec 2weeks ago I ordered online because I'm leery I'm down to 5% & still no propane I'm 69 & walk with a cane thank you ***** j ****** unionville no *****Business Response
Date: 02/20/2023
To Whom It May Concern
United Propane Gas (UPG) and Ms. ****** have resolved this on 2/4/23, at this time UPG considers this matter closed.
Kind Regards
Initial Complaint
Date:02/03/2023
Type:Product IssuesStatus: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 moved from my previous home and informed United Propane Gas (UPG) to pick up their tank in August 2021. I have repeatedly called and requested a refund for the funds that should be refunded from my account. They are holding $264.36 that need to be refunded. My last call was on 17 October 2022, where my call went to voicemail and asked them to return my funds and have someone that could talk to me about the issue to give me a call. To date I have not received any response.Business Response
Date: 02/27/2023
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: 03/07/2023
Complaint: ********
I am rejecting this response because:
I have not received the refund of my money yet. I don’t believe it should be closed until that refund is received.
Sincerely,
******* ****Initial Complaint
Date:01/30/2023
Type:Service or Repair IssuesStatus: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.
Upg says to call at 30 percent to avoid running out of gas.I called over 3 weeks ago and still no gas.Can’t talk to a person only a recording.Have call over and over with no success.Did however talk to someone January 25 2023 they assured me we would get gas the next day she could not explain why we have not all ready received gas as she shows the order was placed on the 18 of January.Have been trying to reach someone since January 18 and longer with no reply. We have 750 gallons of gas paid for and having to go to Southern states to purchase more gas.Now wounding if we can get a refund since we can’t talk or get a hold of any one.The account is in ***** or **** ******* account #****** .My mother **** pass in November and she had said getting a order placed was a nightmare with UPG so I don’t think this is a isolated innocent.Any help you can render will be greatly appreciated.Business Response
Date: 02/06/2023
The original order was placed on January 10, 2023 and a delivery attempt was made on January 11 but
the delivery could not be made due to access to the tank being blocked by a wrecked vehicle. Another
delivery was attempted on January 20 th but access to the tank was still blocked. Due to notice being
given that the previous account holder is deceased, a new account will need to be set up in Mr.
********’s name and we will send Mr. ******** the documentation needed to set that account up and
transfer the credit on the account. Once the new account is set up and access to the tank is granted,
delivery of the pending order can be made.Initial Complaint
Date:01/20/2023
Type:Delivery IssuesStatus: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 paid for a pre buy purchase of $726.82 for propane gas with a local company that is a subcontractor of United Propane in August 2022. I put in a order on 1-3-23 morning and they said 5-7 business days for delivery, well on the 1-11-23 I called and said I never got my delivery and the person said they would be there on that day. So as of 1-17-23 I nerve had any delivery for the propane and no calls of any kind for a reason why. So I called on 1-17-23 and left a message saying I wanted a total refund for my prepaid pre buy purchase and as of today I have not had any response back from them. This company gave us problems delivering last year and we are now fed up and don’t want to be pushed back anymore. I have attached my contract that I received and my proof of payment and the local company that supplies for United Propane. Thank You
sincerely *****Business Response
Date: 02/06/2023
United Propane Gas (UPG) and Ms. ******* have reached an agreement, and at this time UPG
considers the matter closed.Customer Answer
Date: 02/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
As of today 02/06/2023 I have not received my refund in the mail. This is why I’m answering it this way at this time, that I am not satisfied with the resolution. It’s been 2 weeks since they said my refund would be expedited and still have not received anything. So the matter is not closed in my eyes.
Regards,
***** *******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 this matter closed.
Kind Regards
Customer Answer
Date: 02/23/2023
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:01/18/2023
Type:Service or Repair IssuesStatus: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 2016, I purchased propane gas and bought my propane rental tank from Heritage Propane in Decherd, TN. When United Propane Gas bought Heritage Propane in 2020, UPG stated I had $702 credit in my account. In our discussion, I related to them that that was incorrect and that should be noted as the price I paid to purchase the rental tank which I now own and have had serviced by various propane companies in the TN Valley.
This matter has not been resolved with UPG of Paducah, KY with my account number of ******. UPG continues to bill me, against my credit account, $276.23 quarterly.
I have called numerous times over these past few days to the number to check my account. I have never talked with a person and I'm having to deal with a customer service issue and an error of UPG. I need to talk with a Customer Service Manager of UPG.
UPG has failed in any service to me.
Thank you,
***** L ****** ************ *****************.Business Response
Date: 01/23/2023
United Propane Gas (UPG) and Mr. ****** have reached an agreement, and at this time UPG considers
the matter closed.Initial Complaint
Date:01/18/2023
Type:Billing IssuesStatus: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 accidentally opened a letter addressed to previous owner of my property and it was a bill marked for date of service September 22, 2022. I have been here almost 2 years, used your company once when I moved in, and the young man filled us to the top and did a safety check. My home is not heated by gas. It is only used by the kitchen stove. I called the local office and informed the person that took the call that this was not my bill. She argued it was. I can prove by my phone records, I did not call and order. Can also get driving records to prove I never went to the local office here. I will also be filing this complaint with the BBB. I did look company up on BBB, the main company, UPGAS, is listed, but not Stewart County Propane. When googled, man, I'm saddened by the number of 1 star ratings of this place. I pride myself on doing business locally, helps the local economy. We are a military active duty family, so we budget for everything. And when my husband got home, he asked one simple question. How did they fill it with the lock on it? I was so upset that the lock never entered into my mind set. We installed the lock when our friends that have kids started visiting in November of 2021. I think the previous owner, who is still in area, had gas delivered to his current place but the billing address wasn't updated. I wish to remain a current valued customer, but if the personnel of local office can not keep accurate records, I may have to use another company. I do not require any money for my time or trouble, but an apology would be nice. I am copying and pasting this message to use on BBB complaint form. Awaiting a reply. Hopefully soon.Business Response
Date: 03/21/2023
To Whom It May Concern,
United Propane Gas (UPG) has made an attempt to reach Ms. *********, we have left a voicemail for the customer to relay the resolution. At this time, UPG now considers this matter closed.
Kind Regards
Initial Complaint
Date:01/16/2023
Type:Service or Repair IssuesStatus: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 first statement from UPG United Propane Gas in September of 2022. I called UPG's local office and explained to them that they were told to only fill my gas tank with the amount of prepaid gas that was left on my account in February of 2022. The driver over filled my tank and I was unaware that I owed anything. Even though I didn't receive a bill, they started adding late fees. I was told to call the corporate office. In September when I received the FIRST statement, I tried calling their corporate office with no luck. I left a message and never received a call back. On October 10th a check was sent in for the full amount due of $28.61. This check cleared my bank on October 21st. Now, THREE months later, I have received a statement for $134.09. Something needs to be done about this company.Business Response
Date: 02/06/2023
United Propane Gas (UPG) and Ms. ******** have reached an agreement, and at this time UPG
considers the matter closed.Initial Complaint
Date:01/11/2023
Type:Delivery IssuesStatus: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.
Tried to order propane at the local office in Lilly Ky but it is closed to foot traffic and numerous calls and messages went unanswered to local and corporate offices. Finally resorted to ordering on line 12/19/2022 when our tank was just above 30%. The confirmation screen said we would be contacted. We were not contacted. We continued to try and call. Left several messages and went by office. On 1/2/23 we went to office again but they were not there. Another gentleman was having same problem and left a note on the propane truck. We left a note on the door.. Continued to call and never got an answer or call back. Ran out of gas Sunday night/Monday morning 1/09/2023. Went by office Monday morning no one was there. Finally talked to someone in the call center and they said they were scheduling a delivery. My daughter stopped at office 10:30 and spoke to the woman in the office and they said they were scheduling a delivery. Spoke to someone at the Somerset Ky office on Tuesday after trying to call the local office and they also said they were scheduling a delivery. On Wednesday 11/11/2023 called and was sent through to call center. ******* at the call center said she could see where we placed an order on 1/3/2023. No we did not! We placed an order on 12/19/2022. We still have no propane and am predicting we will be charged all kinds of extra fees for running out.
In addition when I contacted the office in August to schedule a summer fill up I told them we did not receive a pre-buy contract and they said they could see one wasn’t sent and that they would send one out. We never received it and I did not get through to the office after that arrangement was made. When I asked about it again the other days the call center agent said there were no notes so if there were no notes it didn’t happen. I have been a customer for 16 years and have never experienced this level of service. It is pretty much non-existent.Business Response
Date: 02/07/2023
United Propane Gas (UPG) and Mr. ******** have reached an agreement, and at this time UPG considers
the matter closed.Initial Complaint
Date:01/03/2023
Type:Service or Repair IssuesStatus: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 am the P.O. for my elderly mother and this company is her propane tank servicer. Today my mother will be in her House at 55 degrees in the middle of winter because they could not answer their phones or respond to email about whether or not they could get her tank filled today or not. I was assured that it would be filled today but it has not been and now my mother will suffer. This company never answers their phones or email and you can
Never get any kind of resolution. This is the second time her tank has run dry because this company can’t keep their promised service and refill on time.Business Response
Date: 02/06/2023
United Propane Gas (UPG) and Ms. ****** have reached an agreement, and at this time UPG considers
the matter closed.Initial Complaint
Date:01/03/2023
Type:Product IssuesStatus: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.
Had service with United for 12 years. Had fair service with them for the time I used them. Sold my property in July of 2022. Called to have tank picked up. Tank was 50% full. Waited on my refund. Called several times to check status, no replies? Finally received check for $397.66 on 12/9/2022. Put check in bank on 12/10/2022.
On 12/15/2022 got a charge back for the check amount. Bank said they stopped payment on the check.
After 3 days of trying to contact them, finally got through. Lady in Accounting said she would send out replacement check and I would receive it on Thursday the 22nd. Here it is Thursday the 29th and still no check.
Tried calling again this morning (50 TRIES) left messages, still no answer. All I want is my money back!
NOW with no delays, tired of getting runaround.Business Response
Date: 02/10/2023
To Whom It May Concern:
United Propane Gas and Mr. **** have reached an agreement, at this time UPG considers this matter closed.
Sincerely,
******* *********
Customer Answer
Date: 02/14/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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,
**** ****
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