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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:12/13/2022

      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.
      We lived at ***** ***** ***** ****** ******* ***** **** ***** *** ***** While living in Alabama we used the services of United Propane. We paid rent on a propane tank while living there. When we sold the house, I personally went to the business and told them we were moving. I was told that they would take care of removing the tank. Every year since, we have been getting billed for rental on the tank. Every year I call and leave messages for them to call me back. Eventually they do, I explain the situation to them, and they state they will get the tank and we will not be responsible for the bill. Last year this went to collections. We got that taken care of, with no responsibility to pay. Now new year, and we are starting again. After numerous phone calls, we are getting no where. Can you please help me in getting this resolved?
      Thank you, **** ******* ***** ******** ***** ******* ********** *********** 

      Business Response

      Date: 12/29/2022

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

    • Initial Complaint

      Date:11/14/2022

      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 just received a bill for 5.50 they say I owe from 04/22 for 3.50 and then added 1.00unpaid finance charge on 09/3022 and another 1.00 added on10/32/22
      Never received any bill before now saying I owe them and in fact they owe me 1191.51 where I prepaid for propane.
      This is totally wrong and unethical

      Business Response

      Date: 11/21/2022

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

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

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

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

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

      Sincerely,

      ***** ******

      Customer Service

      United Propane Gas

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

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

    • Initial Complaint

      Date:10/18/2022

      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 received an invoice dated 9/30/22 for charges dating back to 4/30/22. This is also the first invoice I have had from this company since the last time I filled up my tank. Finance charges added? Seriously? I sold the property and closed on the property in late 2021. I spoke with the Waynesboro office about the tank rental and they said the new owner would just have to swap over the tank paperwork. He has done this and also been charged for tank rental on this. I have tried to call this company numerous times and no one will call back. You cannot talk to anyone when you call their number listed. This is ridiculous for a major company to use this type of business. I want the charge removed from my account, as I haven't lived there in over a year. I did get one answer today from a call to the 1-800-874-4427 customer service number. It was re-routed to a lady in the Columbia TN office and she was very rude. She stated that she could send it up to coorporate, but couldn't guarantee they would do anything about it. I asked her to transfer me to someone who could give me an answer and she gave me the same 1-800 number that no-one will answer. This is a SHADY COMPANY.

      Business Response

      Date: 10/27/2022

      [[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS ON 10/24/2022 AT 5:49 PM]]

      This is our response for Complaint # ********.

       

      Thank you,

      ***** ******

      Customer Service

      United Propane Gas

       

       

      *Please see attached.

      Customer Answer

      Date: 10/27/2022

      [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,



      ****** ***********
       






       

    • Initial Complaint

      Date:10/10/2022

      Type:Delivery 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.
      We ordered our propane 2 weeks ago, through a completely different city then we live in, because we cannot get a hold of the office that we live in. We still have not received our propane and nobody will answer calls. This is just crazy that we cannot get a hold of someone, to find out when our arrival will come.

      Business Response

      Date: 10/12/2022

      [[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS ON 10/12/2022]]

      Ms. *********,

      I have attached our response to Complaint ID: *********

       

      Thank you,

      Customer Service

      United Propane Ga.

       

       

       

      *Please see attached.

    • Initial Complaint

      Date:10/05/2022

      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 purchase 200 gallons of propane from this company 3 years ago. I paid them in full on delivery. I have not contacted them in any way since that original purchase and they DO NOT own my propane tank. I received a "past due" statement with the statement date of 08/31/2022 in the amount of $9.50 I have tried repeatedly to contact them. I have left repeated messages, sent emails no response, no return phone call. I do not owe them any money. I can not get any information from the company because they never respond. They are showing me as delinquent? How can I be delinquent when I paid them in full 3 years ago. I have not purchased anything from them.

      Business Response

      Date: 10/13/2022

      [[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS 10/13/2022]]

       

       

      *Please see attached.

      Customer Answer

      Date: 10/13/2022

      [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,



      **** *****
       






       

    • Initial Complaint

      Date:10/05/2022

      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 continue to receive a billing in error from upg gas. 3 years ago I paid the tank rentals of my home and my rental property with one check. I believe that instead of covering both charges they paid my rental fee on my residence but not the rental at **** ********** ** (this has been alluded to by upg in one of the many calls I have made to resolve this issue). this left the rental fee for the rental property unpaid. I was not informed of this. After being refused gas refills for a year I secured the services of ******** ******* Upg left their tanks here for over 2 years. after many calls they finally picked them up this spring. I have been assured by upg on several occasions that this issue is resolved but I still continue to receive a bill with interest penalties accruing. please help me resolve this issue. Their billing records will show a complete history of immediate payment of all bills except this fraudulent one. I will not be extorted because of poor intra company communications or practices. Thank you

      Business Response

      Date: 10/13/2022

      [[BBB TRANSCRIPTION VIA EMAIL FROM THE BUSINESS ON 10/12/2022]]

      October 12, 2022

       

      Better Business Bureau, Inc.  (*********** **)

      *** ** *th ******

      *********** ** *********6

      Phone: *************

      Fax: (************

      Email: *****************g

                      Re:         ****** *******

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

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

                                      Complaint #********

      Ms. **********

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

       

      Sincerely,

       ***** ******

      Customer Service

      United Propane Gas

      Office: (**** ********

      Email: ****************@upgas.com  

    • Initial Complaint

      Date:09/23/2022

      Type:Delivery 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 requested a propane delivery over 2 weeks ago with ***** Propane in **** ****, ******* over their new computer system. I have tried calling their phone number numerous times (************) and can only get a recorded message. I went to their office in **** **** on Friday, September 16th and spoke with the secretary who supposedly scheduled a delivery for either Monday September 19th or Tuesday September 20th. She also gave me her cell phone number in case I needed to reach the office. Her name is ****** and her number is ************.

      I called her number yesterday, September 22nd and left a message that I still had no delivery. I tried calling her number this morning and I have been blocked. My ******* tried calling and it went to voice mail. I emailed the company this morning at *****[email protected] to let them know what is going on and that I need a propane delivery since there is a threat of a hurricane coming in a few days and have my gauge replaced.

      I only receive a propane delivery once a year and cannot believe this is how they treat their customers.

      Business Response

      Date: 10/07/2022


      September 29, 2022

      Better Business Bureau, Inc.  (Louisville, KY)

      844 S. 4th Street

      Louisville, KY 40203-2186

      Phone: *************

      Fax: (************

                      Re:         ****** *****

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

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

                                      Complaint #********

      Dear Mr. *******,

      United Propane Gas (UPG) and Mrs. ***** *ave reached an agreement, and at this time UPG considers the matter closed.

       

      Sincerely,

       ***** ******

      Customer Service

      United Propane Gas

      Office: ***** ********

      Email: C***************@upgas.com  


    • Initial Complaint

      Date:08/25/2022

      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 asked for a refund from United Propane Gas. I have asked for a refund of $320 something dollars of unused funds. I have got the run around for over a month. No one will hardly ever answer the phone and if they do all I get is. I will have to check and see what's going on with your refund and call you back. However no one ever calls me back. I spoke to manager ****** almost a month ago to try and get a resolution. But still no refund. Please help

      Business Response

      Date: 08/30/2022

      UPG and Mr. ***** have reached an agreement and UPG considers the matter closed.

    • Initial Complaint

      Date:08/10/2022

      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.
      Enclosed is the bill I am contesting from UPG, ******** ** office. In this enclosed bill are the dates ad times I have attempted to get in touch with them to discuss the matter. Therefore, I am submitting this to you, BBB.
      6-11-22 Previous balance 33.24 is the tank rental which UPG representative told me to ignore because I cancelled my service with them for lack of service. They never came to pick up the tank for 10 months.
      6/12/22 Pick-up rental take 50.00. the service tech arrived on 6/20, two weeks late, without the proper equipment to retrieve the tank. I had to get my tractor to retrieve tank. Move it to the road so the tech could load it. I believe they owe ne 50.00 for my services.
      6/12/22 Min annual consumption 200.00 I prepaid 1000.00 in late August of last year. They never told by their representative they would not be able to deliver until spring.

      The reason was the inability to hire replacement drivers. I was then forced to apply to another company for my winter gas supply.

      I have talked to a lawyer, UPG is the party which broke the contract. It would cost as much if not more to go to court than the bill. In principal it would be worth it. am only receiving social security as income. Paying court costs, lawyer fees or said bill is out of my financial ability.

      Business Response

      Date: 08/15/2022

      UPG and Ms. Haynes have reached an agreement and UPG considers the matter closed.

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

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