Complaints

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

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  ThompsonGas, LLC

  5260 Westview Drive Suite 200 Frederick, MD 21703

• 

  ThompsonGas, LLC

  6708 Old National Pike Boonsboro, MD 21713-2721

• 

  Thompson Gas

  8768 Holtville Rd Wetumpka, AL 36092-7625

• 

  Thompson Gas

  439 Family Church Rd Murphy, NC 28906-8890

• 

  Thompson Gas

  PO Box 160 Spring Hope, NC 27882-0160

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:06/08/2025

  Type:Order Issues
  Status:

  UnansweredMore 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.

  1st - Thompson Gas was the provider for the propane gas services at the home I purchased so I inherited them when I purchased the property.2nd - I've paid their ******** and have copies of the emailed receipts that I can forward to you upon your providing me with an email address.3rd - Problem: Thompson convinced me to convert from a tank fill up to a metered process with the idea being I would only pay for gas as used each month just as electricity is billed. I discovered in March that the ******** for January and February extremely high. I reached out to Thompson and agreed to pay the ******** in $198 - $200 per month until I reach July upon which I would pay any remaining balance down to zero (0).On Wednesday, June 4, 2025 my gas was disconnected without my knowledge. I was left with no service for heat/cooking/hot water/gas logs. I've reached out to this outfit numerous times over the past 48 hours via email and phone. They're not responding to me at all. I'm 77 years old and view their action as a form of elder abuse.I see from your website they're not BBB approved. I plan to file a complaint against them with the ************************** and hope between you and the ****'s intervention this outfit can be dealt with...

• Initial Complaint

  Date:04/18/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 a gas leak and I asked my Service provider Thompson Gas to come out and check for a leak. They never once said it would be $135 for the inspection. When the service person arrived after dark, he did a pressure check and stated there was no leak. He left me no paperwork, or any documentation of any type two days later, I got another company to come out and check the lines and there was a leak inside my house behind my stove. I refuse to pay Thompson Gas for the inspection as their incompetence couldve blown up my home I spoke to them and they said I would still have to pay for the service call , I refuse to pay. They lack any type of customer **********************. This wasnt the first time that they had done some shady things to us.

• Initial Complaint

  Date:02/18/2025

  Type:Customer Service 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.

  Propane flow issue to house, no heat or cooktop.
  On 2/14 I called- “urgent” with order placed. Told I would be called back by scheduler and followed up. —- never got called back
  On 2/17 I called - told my appt was scheduled for 3/22! For an urgent request due to no heat in residence. Was told they would check on it and be called back. —- never got called
  On 2/18 I called - was told district manager said someone would be out today to check on issue and I would be called ti follow up. —- never came and no call
  
  No heat in house. 50 degrees in house. Kids coughing and sick say it’s cold all night long. Brand new house and new propane equipment.
  Awful customer service and no follow ups.

  Business Response

  Date: 03/12/2025

  Tank is not owned by Thompson Gas, however we did go out to do an inspection and regulator was working properly. 

• Initial Complaint

  Date:01/31/2025

  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.

  On 12/31/24 the Murphy NC branch of this company delivered gas to our home. We had leased the tank from them in October of the same year. The tank we leased is 250 gallons. At the time of fill the tank was at 15% and was filled to 80%. We are being charged for 227 gallons. Even if the tank was at zero percent 80% is only 200 gallons. This causes a 64.5 gallon discrepancy in the bill. The first time I called about this the representative, Kim, stated that this couldn’t be accurate and she was going to have the location pull their delivery info for that day and get back to me. She agreed that these numbers didn’t add up and there must have been an error. I received a call back from Frankie at the Murphy office later that day who said the numbers were correct and we had to pay it. I asked how this was possible and she said the gauge must be incorrect. Two months before when they delivered 200 gallons and filled the tank to 80% the gauge was fine. I said this wasn’t an acceptable answer and asked to speak to someone else. Frankie said she would send a message to the manger to call me back but that he had been in a delivery truck all day so she couldn’t promise he would. I have called back since then to request to speak to a manager and was told one would call me back, but this still hasn’t happened. We were also supposed to of been given a meter when the tank was installed and only be charged for what we used per month with a locked in rate of 2.99 per gallon, but the meter was never installed and the price we were charged was 3.65 per gallon. I had also called about this several times before this delivery, and was told they would get it scheduled but that never happened. Now I still haven’t gotten a call back from a manager, but did receive a message that they have the metered schedules to be installed next month. Because the meter wasn’t installed when the tank was delivered we were charged more than the 2.99/gallon along with being billed for an extra 64.5 gallons.

  Business Response

  Date: 02/05/2025

  CSR explained that this was a 320 gallon tank that was there at customers home, we also have customer scheduled for a meter installed. Manager has reached out to customer and awaiting a call back

• Initial Complaint

  Date:01/27/2025

  Type:Customer Service 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.

  To Whom It May Concern:My name is ****** ********, and I reside at **************************************************. I am writing to formally file a complaint against Thompson Gas and its customer **********************. I have been attempting to resolve an ongoing issue regarding gas delivery and the reconnection of a gas line that was left disconnected by one of Thompson Gass service representatives.Over the past two weeks, I have been met with significant delays and inadequate support, despite repeated efforts to address the matter. The situation has been particularly distressing due to the severe cold weather, including snow, which has been especially challenging for my disabled son, as cold temperatures exacerbate his pain. Each time I called, I emphasized the urgency of the situation, yet no resolution has been provided.On January 16th, I called to report that my gas tank was completely empty, which I had noticed the day before, on January 15th. I informed the representative that I had received 100 gallons of gas in November, which should have filled my 250-gallon tank since it already had some gas in it. However, the tank was empty despite minimal usage and the house being unoccupied for much of the time. I explained that this indicated the gas might not have been delivered properly.The representative, *******, assured me that she would send someone out to inspect the tank for leaks. She also stated that the service person would add enough gas to last until the 100 gallons could be replaced. However, when the service technician arrived, he informed me that he was not equipped to add gas to the tank and instructed me to call Thompson Gas to confirm that there were no leaks. I found this process unprofessional, as communication between representatives and technicians should be streamlined to ensure a smooth resolution.I expect immediate action to resolve this issue.Sincerely,****** ********

  Business Response

  Date: 02/13/2025

  The customer had a tank that was out of gas and suspected a leak because of usage.  We responded by getting a service technician there the same day to pressurize the system and perform a leak check.  The customer left the residence before the technician was completed with the job and could not sign off on our safety paperwork.  We got a delivery to the tank but still needed the customer there to sign off on safety paperwork before returning the system to service.  A tech went back when the customer was available, got the system back in service and the safety paperwork completed with the customer.   We have worked with the customer and resolved the issue.  They now have a tank monitor keep the tank serviced automatically .

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair 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.

  Thompson Gas local company, ********************, is supposed to automatically service houses in our neighborhood. When they failed to do so in December, we checked our gas tank levels and noticed that it was below 20%. We called them to fill up the tank and they said they would be doing so in approximately 7 business days. When more than that time had passed and our tank was at below 10% we called again daily starting on January 13 to be told we were on that days delivery list, except they failed to show up day after day. A daily called was placed from January 13 through the 20th and we were ignored until we got our whole neighborhood to call them. Many houses, like ours, were below 10% yet, when they finally came, they didnt give us priority. Despite the fact we had been calling for days and had supposedly been on their daily scheduled for 6 days. This companys negligence was specially disturbing given the currently extremely low temperatures. When we finally were serviced, our tank was at 6%Based on social media comments, we are not the only neighborhood affected. More than another weak apology, we would like to have a set schedule for their upcoming visits and the guarantee that they will show up.

  Business Response

  Date: 01/28/2025

  Due to unprecedented temperatures not seen in over a decade, higher demand for propane has applied additional strain on our operations to delivery to our customers at tank percentages they are accustomed to in the past.  Our focus has always remained to keep all of our customers in ********************** even though their tank levels may run lower than normal in past winter seasons.  Due to the higher demands in propane usage this winter season, we have brought in additional support from drivers outside our area to help relieve pressure.  Permanent staffing has been adjusted to handle this demand in the future to provide more consistent deliveries at higher percentages. We appreciate your patience and understanding as we continue to be a responsive and adjust to seasonal demands to ensure our customers are safe and kept in ********************** and get back to the level of delivery service our customers are used to receiving.  

  Customer Answer

  Date: 01/28/2025

   
  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:01/21/2025

  Type:Service or Repair 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 called on 1-7-2025 letting the gas company know I'm down to 30percent fuel, and needed filled before the snow storm came, and this below freezing weather landed here. I was told i'd be put on the schedule. 14 days later I have no fuel and the gas has run dry, and now it's going to cost additional money for them to come bleed my lines ON TOP OF paying for the fuel,

  Business Response

  Date: 02/05/2025

  Due to the high demand, weather and harsh driving conditions, we were not able to make the delivery in our usual time frame. We do apologize for the delay and this is not our normal Thompson Gas procedure and apologize for any inconvenience this may have caused. By the time that we did get around to make your delivery, we did see that your tank was full.

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22834902
  
  I am rejecting this response because: the manager said we were canceled because our gas was a secondary heat, after a few more phone calls asking for gas.. we were never put back on the schedule, AND THEN after I told them I have someone else coming (who filled my tank within 2 days) Thompson then came out and put 11 more gallons on top of my full tank and then sent a $65 bill. Terrible management, but thanks for the 11 gallons you overfilled my tank.. you should pay for the cost the other company had to charge me to bleed my lines and then fill up tank
  
  Sincerely, 

  A customer youve lost
  
  ***** ******

  Business Response

  Date: 03/13/2025

  This seems to be there was a misunderstanding a delivery ticket being scheduled and unscheduled during an extreme cold snap of January.  Local representatives have worked with the customer and did credit back the gas that was delivered on 1/24//25 and adjusted the transaction for no charge for the gas.  The customer has no account balance with **********************

• Initial Complaint

  Date:01/19/2025

  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.

  On 1/17/2025 I called Thompson gas at 8:40 am. I had just gotten home with my sick 4 year old to find my vents blowing cold air. I then did some investigating and found both my propane tanks were empty. I called the emergency line. Was told I should be at 25%. I said nope Im completely out. Was told they were putting in the order for delivery and would give me a call back. They called my husband at 9:17 stating yes they will be delivery propane and would call one of us when on the way. At 4:45 we called back to get on ETA. The temperature in my house was rapidly dropping since the sun was going down. I do not have a back up heat option. Was told they canceled our delivery due to a scheduling issue. Called the emergency line 3 more times in an attempt to get a delivery so we could have heat, and eat, since my stove also runs on the propane. With promises of calls from the on call tech- its now after midnight with no propane, a sick child. And my house is 47 degrees. We were forced to go to a family members house. We tried sone space heater but I have a fairly open concept floor plan and they couldnt keep up, and kept tripping the breakers. I have been an auto delivery customer for 5 years. And always carry a credit (currently just over $1200) and they are leaving my family in the literal cold. Im now afraid of frozen pipes, my animals who could not come with us. So Ill most likely have to put them in a kennel until this is resolved. And I dont see them being any more helpful in the morning or Sunday. I find this very very unprofessional and dangerous. We luckily did have a family member who had space to take us in even with a very sick child.

  Business Response

  Date: 02/05/2025

  We received and responded to Mrs. ******** complaint and have issued a courtesy credit to her account and offered a free tank monitor , in efforts that her propane levels will be consistently monitored by our dispatch team and herself if she so chooses.

• Initial Complaint

  Date:01/13/2025

  Type:Delivery 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 am a six-year customer of ********************** and rely on their service for heating, cooking, and hot water. On January 8, 2025, I ran out of gas and contacted Thompson Gas on January 9 to request a refill. I was informed that I was placed on the delivery list, but as of January 10 at 5:18 PM, I have still not received gas.On the morning of January 10, I was told there were five customers ahead of me and that delivery would likely occur that day. However, by 4:00 PM, I called again and was informed that the office had closed due to inclement weather. This lack of communication and failure to prioritize an essential delivery during a winter storm is unacceptable.Without gas, my family is unable to cook, heat our home, or access hot water. If power is lost during the storm, we may be forced to check into a hotel for warmth and safety. This poses a significant financial and logistical ********* a loyal customer, I am deeply disappointed by the poor service, lack of communication, and delays in fulfilling a critical need. I kindly request immediate action to resolve this issue.

  Business Response

  Date: 01/29/2025

  During this winter we have experienced unusually cold weather that has created a high demand.  This does not come as an excuse for allowing one of our customers to run out of gas. We have reached out to this customer through phone and left a voicemail as well as an email.  We are going to continue to work with Mr. ********* until he is satisfied that we have resolve the issue and will not be in a situation again where he runs out of gas.

• Initial Complaint

  Date:01/10/2025

  Type:Customer Service 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.

  This company is sad. My dad has been in his home for over 35 years and this company took over the previous propane company that is literally right down the street less than a mile from my dad house. The previous company that provide propane was always on time without any issues. He still has trouble getting them to refill his tank in a timely fashion. This is obsurd and they kinda are the monolopy in the area so it's frustrating. He is having a snow storm coming and no one still has not refill his tank. His house smells like gas so you know it's low. I highly don't recommend this company

  Business Response

  Date: 01/29/2025

  We take customer ********************** very seriously with our customers and when we miss the ***** we certainly appreciate feedback that helps us to improve our operations.  This account was set up as Will **** which means that when the customer sees a need for gas, a call is made and a delivery ticket is created.  During this year, we have all experienced unusually cold temperatures to include snow and freezing rain.  This has created a higher than usual demand for propane from our customer base.  We moved our qualified Service Techs into Bobtails in order to meet the demand.  Under normal circumstances when an order is placed we make that delivery within 5 business days.  Due to the increase in demand we are making the commitment to have deliveries within 10 business days.  If a customer is in need of a delivery within that time frame, we charge an off route fee to cover the expense of travel and time to an area that we may not be on that day of the request.  I do apologize for any discomfort or inconvenience that this has caused.  We have another ticket routed for delivery tomorrow and our driver will place a monitor on the tank and no charge so we can better schedule a delivery without the issue of running out of gas.