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:01/05/2025

  Type:Billing 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 received a proposal from Thompson Gas for $19,205. I thought the estimate was high and *********** agreed on a price of $18, 605.I paid Thompson Gas $15,408 on March 6 and paid $2586 on November 2 for a total of $17,****** I owe $611.I received a telephone call on January 3, 2025 stating I owe of $4000. No real explanation was given. I was told the estimate i received was just that an estimate and is subject to change without notice.These people have no conscience. So when you get an estimate for service thats not really the amount. I mean if they wer a few hundred dollars off, but $4000 is absolutely crazy.I will only pay the remaining balance of $611

  Business Response

  Date: 01/28/2025

  This has all been resolved.

  Business Response

  Date: 01/28/2025

  This has been taken care with customer.

• Initial Complaint

  Date:10/01/2024

  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.

  I have an account with Thompson Gas since I bought my generator 3 years ago. We have had several outages since then and I have never received a propane delivery. Once whe I called they said that I sill had a lot left. Now, when we had a major storm and I have been using my generator for 5 days, the propane ran out and they are too busy to service me. I bought an expensive generator so this wouldn’t happen. They said they knew I was down to 35% and pulled my ticket on September 29. That was AFTER a major (PREDICTED) storm hit and the need for propane was too high to get to me. I am in the dark and can’t go anywhere because my car is in a garage with doors that need power to open.

  Business Response

  Date: 03/13/2025

  Local ThompsonGas representatives may three or more attempts work with the customers.  During major storms or directly leading up to major storm it can be challenging to serve all customers in an urgent manner.  It is never the intention of ThompsonGas to run customers out of gas.  Delivery was made to the customer in 4 business days of the request. The customer remains an active customer and ********************** looks forward to serving the customer in a productive manner in the future.  

  Business Response

  Date: 03/14/2025

  Local ThompsonGas representatives may three or more attempts work with the customers.  During major storms or directly leading up to major storm it can be challenging to serve all customers in an urgent manner.  It is never the intention of ThompsonGas to run customers out of gas.  Delivery was made to the customer in 4 business days of the request. The customer remains an active customer and ********************** looks forward to serving the customer in a productive manner in the future. 

• Initial Complaint

  Date:07/27/2024

  Type:Billing 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 paid for a 60 gal rent on a tank for a year that i didnt use for a year i unhooked the tank and called the deland office and told them to pick up there tank. the lady told me there was 150 charge for labor to unhook and remove the tank. i told her it was already unhooked all they needed to do was load it. so they want to charge me $150 to set it on his truck. i think i should get some credit for the time not used or the 20% of gas still in the tank

  Business Response

  Date: 03/13/2025

  This can be confirmed the tank has been picked up 6/28//24 and no further payments were collected, ThompsonGas waived the normal service charges and parted ways with the customer.  The customer account is recorded as terminated in the customer database. 

  Business Response

  Date: 03/14/2025

  This can be confirmed the tank has been picked up 6/28//24 and no further payments were collected, ThompsonGas waived the normal service charges and parted ways with the customer.  The customer account is recorded as terminated in the customer database. 

• Initial Complaint

  Date:06/24/2024

  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 moved to DeLand and opened an account with Thompson Gas for gas delivery and gas tank rent
  I was explained that the annual cost of rent is $150.00. They promptly charged $159.74
  I also had to pay 0nce in 4 months what was the cost of the delivered gas which in my case was $112.88.
  However instead they took from my account $262,88
  I wanted to call them, they are not available
  I wanted at least to get to my online account to cancel their ability to deep into my checking account every time they are in need of money.
  But this feature is also not available.
  I want my money back and I want them to cancel autopay.

• Initial Complaint

  Date:05/23/2024

  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.

  *********** line install issues. 3 hour project started on 5/7/2024. Failed first county inspection. Permit was requested on 5/15/2024. So that put inspection late. Failed and put it even later. 2 week later and still not finished. This was for a generator and the generator was installed and inspected in less than 3 days. Communication with the local office and management has been poor at best. Wish I would have looked at the BBB rating before asking ThompsonGas to provide me any service. I'm probably stuck with them for a year, but that will be it.Project is not even done, and I'm looking for someone else to handle the failed install and future propane needs.

  Business Response

  Date: 03/13/2025

  After reviewing the details of the account, It can be confirmed that ThompsonGas did discontinue service with the customer in June of 2024. ********************** did pick up the tank and did refund the full charge of work completed in that same time frame.  

  Business Response

  Date: 03/14/2025

  After reviewing the details of the account, It can be confirmed that ThompsonGas did discontinue service with the customer in June of 2024. ********************** did pick up the tank and did refund the full charge of work completed in that same time frame.  

  Customer Answer

  Date: 03/14/2025

   
  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:05/14/2024

  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.

  Illegal entered my property and provided service at top dollar without being requested to do so. I had 43% (as you can see from their attached invoice) they said they were monitoring my system and didn't want me to run out. If they were in fact monitoring the would know I had a two (2) year supply and didn't need a top up.
  Have not paid the invoiced amount $739.58 yet!

  Business Response

  Date: 03/14/2025

  It appears ThompsonGas and the customer have reached a mutual agreement and are continuing to work together and the customer remains an active customer.  

  Business Response

  Date: 03/14/2025

  It appears ThompsonGas and the customer have reached a mutual agreement and are continuing to work together and the customer remains an active customer.  

• Initial Complaint

  Date:05/04/2024

  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.

  see Attached document

  Business Response

  Date: 03/12/2025

  This issue was resolved April 23^rd 2024 with a refund check, customer has chosen to do business with another company

• Initial Complaint

  Date:04/17/2024

  Type:Billing 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.

  Acct#****** [I emailed the BBB my full details.] I received over charges from TG for my bill during the end of the 2023 Holiday season yr until now. My house is over 95% electric with 2 new systems since 6/2021, and I'm an empty nester who spent the 2024 Holiday Season until now mostly away from home taking care of my newest grandchild. My Water has min usage and my electric is the lowest. Usage and billing history that shows 2 to 8 gals for 10 mos, then a disproportionate usage of 113 to 236 g dated at the end of the 2023 yr to the beginning of 2024, should be around $28/5g. Before I changed my HVAC systems to Electric with gas back up, my prior avg mo. billing was $55 w/space heaters. TG said my propane gas outside meter has been changed several times; just to find out on 2/6/24 my meter has never been changed. A TG Tech changed the meter 2/6/2024 and said it was the original 2006 meter and checked that there is no leak. 2/14/2024, Stacey *******, the meter Supr said she had already spoken with her superiors Ops Mgr Rachele **** and Dist Mgr Brad ******, and they both said Not to put my billing on hold while they investigate and monitor the new meter and look at their tech's findings; and she told me that I stated to their rep prior, that I asked for my account to be put on hold, and that I said that was not going to pay the bill, and it's in the Co. notes. I responded by telling her that I never asked prior for my acct to be put on hold or said that I was not going to pay. Ms ******* responded by putting me on hold while she checked the co's notes and then agreed with me. Ms ******* and/or her superiors premeditated the allegations against me and pre-planned not to put my billing on hold. 4/8/24, a rep asked me to pay $1,569.70. I stated this high bal is impossible, need the new meter checked and asked to speak with Ms *******, but was told she is in Rio. I'm seeking the removal and credit for all billing dated Jan 2023 to 2024 that shows usage of over 8 gal mo.

  Business Response

  Date: 03/12/2025

   

  This account has been resolved with the customer, meter was replaced at the request of the customer and the customer is actively doing business with ********************** as of February 2025

  Customer Answer

  Date: 03/17/2025

  The Business, Thompson Gas, response is NOT satisfactory. Their response is completely disingenuous as nothing as been resolved or corrected by Thompson Gas and I am Not actively doing any business with this business and have not since early 2024 when this company shut off the propane without any prior disconnect notice, and for the first time changed the meter after 17 years when my house was built in 2006. This original 2006 meter was not readable from the street drive-bys by Thompson Gas, which was verified by their technician. I also received an harassing email (attached), dated July 23, 2024 from the ******************** Coordinator, ****** *******; which states that I must sell my house to terminate my account and that she knows that my appliances run on propane. ****** ******* also stated that I would Not be charged any meter read fees while the meter is locked, but for months continued to charge me. 

  I am seeking the removal and credit for all billing dated January 2023 to 2025 that shows usage of over 8 gallons per monthly or a zero balance since this business has been disingenuous and caused disturbance to my household. 

   

   

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 21586446
  
  I am rejecting this response because: 

  
  The Business, Thompson Gas, response is NOT satisfactory. Their response is completely disingenuous as nothing as been resolved or corrected by Thompson Gas and I am Not actively doing any business with this business and have not since early 2024 when this company shut off the propane without any prior disconnect notice, and for the first time changed the meter after 17 years when my house was built in 2006. This original 2006 meter was not readable from the street drive-bys by Thompson Gas, which was verified by their technician. I also received an harassing email (attached), dated July 23, 2024 from the ******************** Coordinator, ****** *******; which states that I must sell my house to terminate my account and that she knows that my appliances run on propane. ****** ******* also stated that I would Not be charged any meter read fees while the meter is locked, but for months continued to charge me. 

  I am seeking the removal and credit for all billing dated January 2023 to 2025 that shows usage of over 8 gallons per monthly or a zero balance since this business has been disingenuous and caused disturbance to my household. 

   
  
  Sincerely,
  
  ******* Wiggins ******

• Initial Complaint

  Date:02/27/2024

  Type:Product 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.

  First transaction August 19, 2022 for $117.42. September 15, 2022 for $155.00 and September 30, 2022 for $155.00.Withdrawals made by Thompson Gas company: *********************************************** was put in an account for future tank fill ups.Monies withdrawn from my bank account went into my dead grandfathers account because ********************** Co. didn't set up an account in my name. That is clearly their mistake not mine.When I called for gas I was told the account had been closed and the refund check would go to my grandfathers estate. What?? Money was being withdrawn from MY bank account after my grandfather passed!! He passed away 7/2022.Thompson Gas is refusing to give me a refund even though they know the money came out of my bank account.

  Customer Answer

  Date: 02/29/2024

  I spoke with ****** at the ********, ********* 2/26/2004.  It was approximately 4:00 pm.

• Initial Complaint

  Date:02/15/2024

  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.

  About 4 weeks ago my hot water quit working (gas) terminal coupol went bad and pilot light still wouldn’t work correctly come to find out control box attached to Heater wouldn’t work correctly. so heater 24 years old n trying to find a part was scarse so had to get new hot water heater . And it wouldn’t keep pilot light lite . Come to find out no gas in tank completely empty.
  Called Thompson who bought business from ******* ******* ( Deland Fl) customer over 22 years friend of family no issues with any stove heater! After acquiring ******* suddenly tank empty.
  After talking to ******* was told Abby dropped off schedule…
  Had some customers dropped n trying to get corrected. It was a written schedule converted to electronic..
  Now I have been on several conversations n worked both sides n always do the customer service in making sure no mistakes.
  My account was not only one dropped. After getting tank full back up. Had to take off work to house check appliances since tank empty to make sure working properly.
  Once heater full pilot light lite.
  Damages
  New heat $950.00
  Tank cost $345.09 to fill
  Licensed Gas Contractor worked on old to new never see this before n said pilot damages due to tank empty
  Notified Thompson Gas Deland Fl Supervisor Joelle 48 hrs ago nothing back from Thompson.
  I would like to be compensated for damages cost.
  Heater and tank.
  
  Thank you
  
  Again never had any issues with ******* over 22 years.
  Thomason acquired over a year and all sudden heater goes out n issues.
  Umm!! Sounds like Thompson needs some work to do.

  Business Response

  Date: 03/06/2024

  Based on the details of the circumstance, we have agreed to
  waive the cost of their last delivery plus a $100 credit towards their next
  fill.
  
  The customer has been set up on a scheduled delivery
  frequency since the acquisition. However, their last delivery was delayed
  because the account had a past due balance for tank rent. There was
  communication back and forth from us to the customer and we were told “the
  check is in the mail.” When the customer called on 2/8/24 out of gas, and
  reiterated that the check was in the mail, the Operations Manager released the hold on
  the ticket. We filled the tank on 2/9/24. She called back in on 2/12/24 and
  requested the manager call her in regards to her water heater issue, he
  returned her call that day leaving her a message. We did not hear back from her
  until 3/1. The Operations Manager reached back out to her and arranged a meeting to go
  over the issues, which was today, 3/6/24.