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Business Profile

Propane Supplies

Blue Flame Propane

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Propane Supplies.

Complaints

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

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Blue Flame Propane has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints 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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    • Initial Complaint

      Date:03/30/2024

      Type:Billing 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.
      Over this past winter I went to pay my propane bill and realized that I was out of checks so I called to pay over the phone and was told that I would have to pay an extra charge to pay over the phone. Blue Flame claimed that the fee is from my bank Huntington and not from Blue Flame. Turns out this was an outright lie! I paid the surcharge, but then called my bank only to be told that Blue Flame lied and *************** does not require Blue Flame to charge their customers extra to pay by phone. In fact, according to ***************s legal department Blue Flame telling me that and charging me the fee amounted to fraud and they refunded the amount that Blue Flame charged me extra to pay by phone. I decided at that point due to Blue Flame lies as well as difficulty getting deliveries to my area except once a week to discontinue using their service. By the way they do not tell you that they only come to certain areas on select days of the week when you first get their service. So if your tank breaks or you run out of propane you will wait days sometimes for a delivery. At this point I had a zero balance. Blue Flame then decided that they were going to try and bill me 75$ to pick up their tank! And they are still harassing me for this fee. A fee that I do not owe and they literally made up! I will not be paying it!

      Business Response

      Date: 04/03/2024

      The processing fee that ********************* is referring to is a PCI Compliance fee that is charged on every credit card transaction. This fee is charged from our card processing company to keep Blue Flame Propane, **** compliant in The Payment ****************** Security Standards (PCI DSS). I am unsure if it was a miscommunication or a misunderstanding on ************************* part regarding the fee being from Huntington Bank.

      To address her other issues, as with most deliverable fuel companies addresses are routed on specific days to keep the cost of fuel as low as possible. So yes, her address is routed for one day per week like all other addresses we deliver to. If the customer needs an emergency delivery we will deliver to them outside of their routed day. Service calls are routed on an as needed basis and have nothing to do with routed delivery days. The $75.00 fee that she was charged for the removal of her tank is based off her lease agreement that was signed by ******************** when the account was set up and it states "Customers who terminate service with Blue Flame Propane, **** are subject to a restocking and equipment removal fee. This is a legitimate fee.

      Customer Answer

      Date: 04/05/2024

      [A default letter is provided here which indicates your rejection of the business's response. 

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below: I guess the just make up whatever they want. They can keep trying to charge me all they want. I am not paying it. I already sent my agreement to the credit reporting company. On a side note they should probably tell their employees it to lie to customers. I have the documents from the legal department stating that. Blue Flames extra charge to pay over the phone was fraudulent. ********** refunded the extra charge to me! I also have an audio recording where Blue Flame told me that *************** charges a surcharge over the phone. And the staff was told she was being recorded. 

      [You must provide details of why you are not satisfied with this resolution. Please type details here:]

      Regards,

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

    Blue Flame Propane is NOT a BBB Accredited Business.

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