Reviews

Review Details

• Review fromDiana M

  Date: 05/22/2024

  1 star

  Diana M

  Date: 05/22/2024

  Took my tank bc I conserved propane. 1st charged for tank rental. I paid fee then still took my tank. Due to not buying what they considered enough propane from them. I use it to only heat my small cottage. **** and unprofessional to work with. Also referred a new customer they claim I never did. Refused to give me referral fee! And they still have the nerve to send me customer advice letters.

  Excel Propane Company

  Date: 05/28/2024

  To start, we are sorry for the frustration you have.  However, while you did pay part of your balance, the account has had an overdue/unpaid balance since 3/16/2023 and at the time the tank was picked up there was still a balance of $414.50 due.  While we do not like having to charge tank rent, as a business we have to be able to get some return on the cost of the tank, otherwise we would be unable to cover the loan payments for that tank.  Again, I am sorry for the way that you are feeling and the way that our service ended.  

• Review fromKenn H

  Date: 10/19/2023

  1 star

  Kenn H

  Date: 10/19/2023

  It must be employees giving 5 star reviews! I just got hit with $3.20 per DAY late charge and fees, on an account that was at one time $800 but, by paying $100 per week, is now down to a bit over $300. $96 per month late charge and fees is abusive on an account below $500. Apparently this outfit feels that financially abusing the elderly 'cause they're stupid is O.K. I am old- very old - but not stupid. On a fixed income but until ***** was able to stay current with heating costs. Am back on track, which could have happened sooner except for the late charge and fees mentioned.

  Excel Propane Company

  Date: 10/20/2023

  Hi ***,

  First off, I am sorry for any frustration that you are feeling.  That is never our intent.  Additionally, I can promise that we would never look to abuse any customer let alone the elderly.  We strive and work very hard to provide great customer service.  I think you have misunderstood some of your statements and the multiple discussions you had with our manager.

  To clarify a couple items:

  1) You are definitely not paying $96/month in late charge and fees - I agree that would be a lot!   This month you were charged a total of $22.41 in late charges.  The reason we do have this is to help cover our additional costs of carrying the overdue balance for many months.

  2) Our Fremont Manager did speak with you and told you that once you got your balance down far enough to pay it off, he would work with you on removing/refunding the majority of all the late fees/finance charges.  Sorry if that was not clear, but that should relieve some of the stress.

  3) I will personally reach out to you ensure this is understood and make sure we are on the same page.

  Thanks!

• Review fromJ. C

  Date: 08/14/2023

  5 stars

  J. C

  Date: 08/14/2023

  I don't know why one costumer had such problems. I do know I have been with them about six years and they have gone over and above with their service to me! Very happy with them and their employees.

  Excel Propane Company

  Date: 08/21/2023

  Thank you ****!  We really appreciate that.  We will continue to do everything we can for our customers.