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Business Profile

Fuel Oil

Pep Up

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fuel Oil.

Complaints

This profile includes complaints for Pep Up's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Pep Up has 8 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Pep Up

      3941 Federalsburg Hwy Federalsburg, MD 21632-2620

    • Pep Up

      2918 Old Route 50 Cambridge, MD 21613-4407

    • Pep Up

      13255 Augustine Herman Hwy Galena, MD 21635

    • Pep Up

      216 Vfw Ave Grasonville, MD 21638-1055

    • Pep Up

      1211 Ocean Hwy Pocomoke City, MD 21851-3014

    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 1 complaint 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:03/13/2025

      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.
      I had a gas leak and they failed on several occasions to investigate it properly when I went to their corporate page to file a complaint I noticed they were using their own p.o box address but listing it under BBB address

      Customer Answer

      Date: 03/13/2025

      Im not sure if the correct images were uploaded 

      Customer Answer

      Date: 03/13/2025

      Additional information 

      Business Response

      Date: 03/13/2025

      We have been in contact with the customer (****) many times this week. Our District Manager and Director of *************** have both been in communication with the customer throughout this process. The gas leak has been resolved, and all repair work has been completed at no charge to the customer. The ******************** delivery was also at no charge. 

      Customer Answer

      Date: 03/13/2025

       
      Complaint: 23060364

      I am rejecting this response because:
      No one address the issue regarding the incorrect address for BBB 
      Sincerely,

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

    • Initial Complaint

      Date:02/05/2024

      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.
      I ran out of propane and called the company I work with who I purchased tank from to fill at 2pm on Fri. I explained I was out of fuel and no heat. They took my payment along with an extra fee since I had run out. Lady said she would put the call out for service. I received no call back and when I had returned from out of state travel in the evening I realized still no delivery so figured it would come in the morning. It did not so I called the office. Spoke toba different Lady who told me I'm on the schedule for a Monday delivery leaving me without heat in freezing temperatures all weekend. I told hercit was completely unacceptable that her company would leave me without heat with no notification of such after taking my payment. I could have called someone else on Friday if they had informed me. Sherry then stated no other company is allowed to fill their tank! So they basically are holding me hostage without heat. My only option was to pay an extra fee to get an emergency delivery now. I'm in middle of a divorce and already can't pay all my bills..they just charged me $1226 and left me in a freezing house..now want another $150 in order for us including my elderly mother to freeze if I don't pay then the fee. She refused to have a manager call me saying unavailable until Monday. I asked why their rep would not inform me or call me back about any of this? She had no answer. As we argued over getting management go contact me she stated all calls are taped. I said good so you will know none of this was communicated go ahead and pull the conversation. She refused said she had no access. So I allowed another charge as my welfare is apparently monopolized by this company and if nobody else can deliver I had zero options. I di not believe I should have to pay an extra fee and I should be refunded the $150. It is currently 39 degrees and will be 28 the next 2 nights

      Business Response

      Date: 02/05/2024

      **** ***, Please accept our apologies for how your situation was handled last week and over the weekend. After looking into your account and listening to calls, it has been decided to refund you for both the leak check and the delivery fee. $275 has been removed from the delivery invoice ($125 leak fee and $150 after hours delivery fee). This credit will be available on your account for use in the future, or you may request to have the funds sent back to you. We appreciate your business, and hope for the opportunity to better serve you in the future. 

    • Initial Complaint

      Date:06/26/2023

      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.
      This is due to a recurring charge for a propane tank. I have a 100 gallon tank and do not reside at this residence full time. I was told as long as I have it topped off before summer I wouldn't be charged. I now received a bill for $132.00 and was told I need to buy 99 gallons a year which means I would have to run it dry in order to fill it. I am penalized for not living there. I will never be able to fill it. I have attempted to get a resolution,but I'm told they'll get back to me. That never happened,just keep sending bills. If I need to pay $132.00 for nothing,the I can't fill it. Property at ***** ****** **,Millsboro,De 19966.

      Business Response

      Date: 06/28/2023

      A representative from our company has been in communication with the customer. In their most recent interaction (earlier today) the customer was presented with a few options/resolutions to address their concerns. The proposed options/resolutions were 1) downgrade to a smaller propane tank in hopes to avoid a tank usage fee in the future or 2) purchase the existing propane tank on the property. Customer wants to think these options over and get back to us with how they would like to proceed. 

    • Initial Complaint

      Date:09/02/2022

      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.
      I have been using trigas for a few years now . I was set up on auto refill and on 3 different occasions I ran out of propane . All 3 times even though I wasn't supposed to be out because it's part of the service for them to keep an eye on this they wanted to charge me to put a pressure test on the system. I am a licensed gas fitter and they still try to charge me. On my invoice it says they fill up to 80% but everytime it's at 70-75% . I was told when I called I buy a lot of propane and should be getting better pricing . I asked to talk to supervisor to this day only a salesman called me . No supervisor . Today I called to get propane since they took me off of auto refill and told them I am at 35% and the woman told me I have to buy the whole tank. They only fill them up to 80% max . So I'm supposed to give them more money then it cost as always . Their service manager is a joke is seems . I have asked several times to talk to a supervisor and I'm done being taken advantage of ! This company gets over on disabled vets such as myself and this is not okay!

      Business Response

      Date: 09/19/2022

      Business Response /* (1000, 5, 2022/09/09) */
      Talking with our District Manager and our Credit Manager, there are multiple documented times when they have talked with the customer. The pricing on his account is accurate and when a customer runs out of propane we must provide a leak test by our company trained personnel so the customers home can be made safe. When filling a propane tank we use a combination of a "fixed liquid level" gauge and the dial gauge. The dial gauge may be slightly different from the actual FLLG.

    Pep Up is NOT a BBB Accredited Business.

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