Complaints

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

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  Wrightington Gas, Inc.

  63 Wapping Rd Kingston, MA 02364-1305

• 

  Wrightington Gas, Inc.

  PO Box 259 Kingston, MA 02364-0259

• 

  Wrightington Gas, Inc.

  312 Tremont St Carver, MA 02330-1714

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:01/03/2024

  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 issues with Wrightington began when we purchased the house in Oct. 2021. The two propane tanks were leaning against the house because they had been placed on cheap 12x6 patio blocks and had slipped off. The inspector we paid (for informational purposes only in order to fast pace the purchase of home), told us to contact company immediately, have them placed properly on cement bases and have hose changed to metal one as it was crimped from moving. It took several calls to get them to come out, and when they did, they did not change the base, or line. Fast forward to Oct 7, 2023 when I began contacting Wrightingon by phone, to request to move tanks for new porch, about two feet, place them on proper bases to stop shifting, and replace crimped hose.No answer for weeks so I began emailing them that I was going to change companies and would tell them when tanks would be ready for pick up. I called 3 companies that came out and all said they would move tanks the couple of feet, place on proper bases and change hose. NO CHARGE, in order to get the propane business. After numerous emails, and when I had a contract ready to sign with another company, on Nov 16, suddenly ***** from Wrightington wants to move the tanks. I relented because I prefer to help a small local business, but not having good feeling about the way he ran his business. Then after all these emails, which NEVER mentioned any charge, they send me a $398.25 bill for a service no one else was charging for. NO CHARGE WAS EVER MENTIONED AT ANY TIME, or I would have gone with another company. After receiving the bill, I emailed the company numerous times and ***** said ***** told her he had told me the price VERBALLY. That is a outright lie, as I have saved our ring camera footage and no price was EVER discussed. They have not returned our phone calls since billing and tanks have not been picked up. I contacted them 12/20/23 that we got new company and their tanks could be picked up Tanks still here 2/3/24

  Business Response

  Date: 01/12/2024

  When customer advised us of the issue with the tanks when she took over ownership, we checked it out and found that one of the two tanks were leaning slightly but it was not leaning against the house. Technician went out to level both tanks.  The blocks used for the tank(s) are to code by state & local jurisdiction. Permits were pulled and inspected. The gas line (not hose) that was coming out of the house to the tank(s) was crimped by Silver Lake Vocational AKA Contractor when they tried to move the tanks themselves. Although it was crimped we did a leak test and there was no leak found. It was agreed, at that time, wed wait on replacing the gas line until the tanks got moved to their final destination, as the Contractor was adding a 3-season porch/sunroom. The gas line is the property and responsibility of the customer. We did not want to replace that line twice and incur the customer more expense.  

  On10/18/23 @ 9am when we checked the tanks they were @ 40%. On 10/19/23 customer said shed keep an eye on them and call when they got down to 20% so that the tanks could be relocated.

  On 11/17/23 @ 9:50am Technician went to the job site and the tanks where still @ 40% but was able to move them slightly with the help of the Contractor/Supervisor **** so they could continue with the construction.

  On 11/27/23 @ 11:45am Two (2) Technicians arrived on site and moved the tanks that remained at 40% (to a location that was up to code) placed them on discs (as requested by the customer) installed a new copper gas line. We sent customer a bill for time and materials; she was aware that theyd be a charge.

  
  As far as not picking up our equipment, we were notified by the customer as follows:

  On January 3, **** @ 3:38pm via email that our tanks where ready to be picked up.

  On January 3, **** @ 4:21pm we responded to such email that wed pick up the tanks as soon as possible.

  On January 3, **** @ 6:50pm customer responded, Since I have received no response, I will be going forward with changing companies. This is very unfortunate as I truly wanted to stay with the in town business. I will email you when the tanks have been replaced so you can get your equipment

  On January 4, **** @ 6:59am we responded Im confused, we received an email stating that we could pick up our equipment yesterday. Your email is saying that you are not ready for us to retrieve our equipment. Can you please let me know when you are ready for us to come? I am sorry that you did not have a good experience with our company and wish you a better experience with your new company.

  On January 4, **** @ 9:03am customer responded I dont know why you received them yesterday. Those messages went out before Christmas.  

  This could explain why she says we never got back to her because we did not get those original messages until after the fact. Dont know why she did not call on the phone instead and/or leave a message with our answering services if it was after hours.

  On January 5, ****, we retrieved our equipment. Tanks were empty. Customer still owes balance for the service we performed.

  Customer Answer

  Date: 01/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  Wrightington has changed facts to cover for their original lie - that they had ever given a price for moving tanks a few feet   There was never any fee discussed at any time, they were negligent about responses, and did not return phone calls - even when my son tried calling them . Ultimately other companies charged no fee for the same service  so I expected no fee, and would not have used them when they are price gauging. I certainly would not have gone out to him with box of donuts if I knew he was going to try to trick a senior citizen into paying for something that no one else was charging for. Everyone assumes he decided to charge and take advantage of a senior citizen when he saw the porch that was being built.
  There was never a price discussed, at any time with all the emails going back and forth . There will be no payment. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 01/17/2024

  Attached are all emails and voice mails received. Verbal conversations unfortunately cant be validated on what was said and agreed to except for a member of the office staff overhearing the conversation with you being advised that it would be time and materials. No specific dollar figure was set, nor did you want an estimate. With your written permission that was received on Friday, December 8, 2023 (after the office had closed for the weekend) the office did reach out, thereafter, to your son ***** the following week. He did not return our call.
  
  We are appalled that you would accuse us of price gouging, elder financial abuse and inflating our price due to your addition. Your offensive underlying assumptions and derogatory remarks are defaming.

  Customer Answer

  Date: 01/22/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  1. You never returned Brians call. You have no record of it because you never called him. Even though I emailed you THREE times to ask you to call him.2. There was NEVER any discussion of price- ever. Otherwise, I would never have allowed you near tanks as other companies were not charging. 3. Originally you said ***** told me price. You keep changing stories. I have camera footage of my only interaction with *****. No cost discussed. 4. You trespassed on our property Jan 4, without consent and had a guy in hoodie stalking around the back of trailer and into construction site. We contacted everyone connected to construction, with the camera footage asking if they knew who and why the guy was sneaking onto porch. We were going to bring footage to police when friends and family advised us that they had seen same white SUV at Wrightington. You did not contact us about being on our property and the guy stalked by your tanks (which were in plain view) to continue around back of our house. Late that night, something fell over on our porch and we were afraid he had come back. You did not have permission to be on our property. 

  
  
  

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

   

   

• Initial Complaint

  Date:01/27/2023

  Type:Customer Service 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.

  We had the gas company remove the tank in June 2022. They continue to bill us for the rental with comments about shutting down our ****. We have called three times and emailed once over the last three months and the company will not respond. There have been three bills from them with escalating negative comments. A week ago I talked to the office manager with a return call requested. This was followed by an email. There has been no response from the company. Worst customer service I have ever seen.

  Business Response

  Date: 01/28/2023

  Customer called to have propane tank for their range picked up this past summer (2022) as they had switched providers. The consumer paid a rental on the propane tank and inadvertently the rental fee did not get removed from their profile and they were billed for it on October 12, 2022. The rental and late fees got credited on January 20, 2023 when it was brought to our attention. Spoke with ***************** on Monday, January 23, 2023 to advise of error. There is no balance due and their account with us has been fully closed.

  Customer Answer

  Date: 01/28/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  

  my only comment is that the company has not spoken with me on the date indicated or any time other than when I called the office 
  
  Regards,
  
  *********************