Complaints

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

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• 

  MFA Oil Company

  1 Ray Young Dr Columbia, MO 65201

• 

  MFA Oil Company

  PO Box 511 Eminence, MO 65466-0511

• 

  MFA Oil Company

  1410 Forum Blvd Columbia, MO 65203-1963

• 

  MFA Oil Company

  PO Box 634 Aurora, MO 65605-0634

• 

  MFA Oil Company

  1008 1/2 S 3rd St Ozark, MO 65721-9256

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:03/13/2025

  Type:Product 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 February 14, I complained of a possible gas leak from my propane tank due to high coat and odor around the tank. I was told that a monitor was on the tank so a leak was not possible but if I wanted to do a test, I could use soap and water to see if there was a leak. When this was completed, a leak was found. An employee of ******* came and fixed the leak. On February 21, the **** was burned with black soot on the outside. On February 25, the carbon monoxide alarms went off on throughout the hours and we were forced to leave. 3 **** companies have all come to the house and have stated that the soot was caused by the regulator being too low to the ground causing it to be covered in the snow storm and malfunction. Although the **** companies report this, MFA states there is no regulation for this. They have brought several of their businessmen, including another **** person from advanced heating and cooling to the house, sometimes without my knowledge and have taken apart the ****, nor have they included me in the conversation. I have reached out to my contacts with ******* but they have not returned my messages since March 5. We have not had heat since the alarms went off on February 25. I have been told they all the ventilation needs to be cleaned and the **** needs replaced. I have asked for a timeline for their investigation but have not received a reply.

  Business Response

  Date: 03/21/2025

  We appreciate the opportunity to address the customers concerns. We have been in contact with her to resolve the issues presented.
  
  On February 21, we responded to her request to refill her tank to 50% capacity, delivering ***** gallons as requested. The customer only wanted the tank half-filled because she stated she was considering switching to an electric heating system. Additionally, when she reported a possible leak, we investigated, identified the issue, and fixed the leak. As a goodwill gesture, we replaced 75 gallons of propane at no cost to the customer, which amounted to a $157.50 credit.
  
  We take propane safety seriously and adhere to all code requirements. In regard to the regulator placement, there are no specific code requirements for regulator height. Her regulator is positioned approximately 7 to 8 inches above the ground, which is not unusual for installation height. Additionally, since her heating unit is outdoors, it is more exposed to environmental factors such as extreme temperatures, rain, and snow, which may have contributed to the issues with her HVAC system.
  
  Although we believe the propane system is installed properly and up to code, we have submitted a claim with **************, our insurance provider, to ascertain if repairs to the furnace unit are warranted based on the regulator. On March 13, our ************** adjuster reviewed all submitted documentation and contacted the customer on the same day to gather her statement and discuss the next steps. Any decisions regarding claims are made by **************, not *******. As of March 21, the claims process is ongoing.
  
  We sympathize with the circumstances the customer has experienced and are continuing to work with her to resolve the complaint. While the claims process is ongoing, we encourage her to stay in touch with ************** for updates. If she needs any assistance facilitating communication with **************, we are happy to help.
  
  We appreciate the customers patience as we work through this matter.

• Initial Complaint

  Date:02/24/2025

  Type:Sales and Advertising 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 2/23/2025 at 11:30am I stopped by this store to fuel up and paid $20 cash but drove off without fueling up. When I returned, I was hoping to either get my fuel or my money back but the new cashier couldn&#**;t locate my transaction. This makes me think my transaction was cancelled and the employee pocketed my money.

  Business Response

  Date: 02/26/2025

  When a customer pre-pays for fuel and then does not actually pump the fuel, the transaction times out and is cancelled. When Mr. **** returned to the store later, there had been a shift change and he spoke to a different employee. The employee could not find the transaction because it had been cancelled. They contacted the manager and he did not handle the situation properly. We are sorry about that and he has been counseled on how to better handle situations like this going forward. Our district manager for store #**** in ******** has contacted Mr. **** and arranged to refund his $20. The money was not taken by any employees. This was a matter of an inexperienced associate and poor resolution by the manager when this customer forgot to pump the fuel he had paid for. It is not the "selling practice" of Break Time to take money that doesn't belong to us. Had Mr. **** contacted our corporate office instead of the BBB, the same corrective action would have been taken.

• Initial Complaint

  Date:10/24/2024

  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.

  My father has a propane tank that has a leak and needs to be repaired or replaced. ******* said they would be here 10/21 but they still have not come out to fix it.

  Business Response

  Date: 10/25/2024

  We dispatched a service technician to the customers location last week. He did not find a leak at that time. The son came in again on Monday and stated, they really thought they had a leak. Our customer service representative called the service tech and he stated that there was no leak at the fathers location when he was there last week.
  
  When the manager called the customer yesterday, the son answered. He stated his reasoning for thinking there was a leak is because he is down to 30% in the tank, however, ******* hasn't made a delivery since January. We sent our service technician back to complete another leak check yesterday. While at the customer's location, the service technician had the son come out to witness that there was no leak. All the necessary paperwork to document the inspection was completed.
  
  We have responded as the customer's sons requested, and verified that there is no leak in the system. We feel this issue has been resolved.

• Initial Complaint

  Date:04/24/2024

  Type:Product 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.

  APRIL 23, 2024 Today at 2:00pm I entered BREAK TIME Store# ********.I went to the Hot food side of the gas station and placed an order that came to the sum total of $13.99. I made a purchase and it declined; however, it was taken out of my account. The purchase was made complete on my account. I showed them that it was debited from my account and not pending.The transaction was at 2:13pm.I ultimately was taken to the front while a representative reviewed the declined receipt with a manager. Meanwhile, I had already spoke to a Live Agent with my bank at that time, whom stated that the amount was purchased by BREAK TIME in the amount of $13.99. It was not declined.A young manager came out to tell me that it will be returned by my bank. They were extremely unprofessional. I informed them that I already talked to my bank and that it wouldnt. They told me to check my bank. I told them I did. By this time both of us were yelling at the top of our lungs drawing attention from the entire store, as we went back and forth. They were very disrespectful, condescending, and unprofessional.A manager whom was older, whom I believed to be of senior management, called me over and showed me the breakdown of the transaction details-that the transaction appeared to have declined on their end for some reason. This particular manager was much more professional than the first. I took both forms of the print outs and went and purchased my food for a second time and left.

  Business Response

  Date: 04/30/2024

  ********************** bank card was declined when he attempted to make a purchase at Break Time 3172 at ******************************************************************************************. Our business did not collect money from his account on 4/23, nor have we collected any money since 4/23 from his account. While we do not know the processes for each specific bank, we can assume based on typical past interactions with banks, that what he was viewing as a charge was a hold for $13.99 since he attempted to charge $13.99 at our business. The verbal interaction between ****************** and our store manager and her supervisor escalated to a point where ****************** was asked to leave. He refused to leave and continued the verbal exchange. We stated simply that if he did not leave the premises, we would be inclined to call law enforcement.

  Since this incident, ****************** has emailed us, left voicemails, spoken to our director of operations, ***********, and most recently spoken with our regional manager, ********************* on 4/29. He share with her that the $13.99 was returned to him by his bank and that all was fine now. He indicated to her that he would continue to shop at our store as it is near his workplace.

  We consider this matter to be fully resolved.

  Customer Answer

  Date: 04/30/2024

  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:01/04/2024

  Type:Billing 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.

  In April 2009 ******** installed a 500 gallon H373534373337**3333H tank. There was a $300.00 deposit at the time. I was told it was refundable at the end of service.In December 2022, Gyar&#**;s customers found out he went out of business and left all of us stranded. *********************** allowed us to get gas from other H373534373337**3333H dealers so we did.On December 21, 2023 a.m. out of no where a H32303235**303035**32H named:MFA Oil Propane P.O. Box 96 ******, ** ***** ************ They pulled up, put a tag on my tank and handed me a short letter. (copy enclosed)I tried to get any and all information I could as I was totally caught off guard. I told him he can get the tank but I need my $300.00 deposit and money for the gas inside the tank refunded. He saw 53% full which is about $2.45 a gallon times a little over 265 gallons. This comes to approximately $649.25.When I said go on you can get the tank but I need my refund on tank and gas money he then said no deposit refunded and they will charge me for the removal of the gas.Really, are you kidding!None of this is my fault but I keep getting the repercussions of other people&#**;s failures.I didn&#**;t even no until today, December 21, 2023 that a new H32303235**303035**32H now owned what use to be ********.I&#**;m 73. I&#**;m on social security and live month to month. I&#**;m sure a lot of other folks that fell into this. I know I&#**;m not the only one. (Footnote:)I feel they bought the H32303235**303035**32H and all the problems that come with it. I should not have to pay to have the gas removed so they can transport the tank. That should be part of their transition.

  Business Response

  Date: 01/31/2024

  ******,

  We are sorry to hear you are displeased. We are responding to clear up the confusion regarding your situation. You are correct that Gov. ********************* issued an executive order that allowed registered ******** liquefied petroleum gas companies to fill containers previously owned by ******** due to its closure. That waiver expired on January 31, 2023.

  On June 26, 2023, MFA Oil acquired the assets of ********, including many of the companys customer ******************** tanks. We have lease contracts for the customer tanks that prove our ownership. We sent letters to all former ******** customers with our acquired tanks or equipment. Additionally, the acquisition was announced on June 30 and shared with local media in your area (***********************************************************). 

  Regarding the tag we have placed on your tank, the ******** container law does not allow anyone other than the owner to fill, evacuate, or move a propane tank that does not belong to them without the owners permission. We installed a filler tag to prevent unauthorized companies from filling the tank. The tag does not prevent you from using the propane remaining in the tank, and we encourage you to continue to use the propane you have already purchased until it runs out. Additionally, it was not our company that said we would charge you to pump the remaining propane out of the tank. That was one of our competitors and the company who delivered the propane in your tank.  Since you do not wish to buy your propane from us, we ask that you let us know once you have emptied the tank, and we will then come to retrieve it.

  We are unable to refund your tank deposit because it was paid to ******** and not transferred to us when they went out of business. We did not buy ********; we only bought some of its assets. We are sorry ******** went out of business before you could collect your deposit, but we are not liable for any unpaid debts incurred.

  Thank you,

  *******************************
  District Manager

  Customer Answer

  Date: 01/31/2024

  Attached are copies of my resolutions to let you know everything turned out to my satisfaction.

  Also I wanted to thank you so much for your support.  I truly don't think this would have been a success without your help.

  You all are awesome. 

   

  Letter from business attached:

  Per our phone discussion, you can keep the 500 gallon above ground propane tank, serial number ******, at your residence of ***********************************************************

  Find enclosed the bill of sale for said tank.

  Please contact our office with any questions at **************.

  Have a great day!

• Initial Complaint

  Date:11/28/2022

  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 asked MFA oil and propane to come and put 200 gallons in my propane tank. It was completely empty and so legally they are supposed to do a leak test and they did not. Then come a week later I got to the house and the smell of propane was so strong I had to call them and there was I fact a leak! They had to come out three times. I lost 50 gallons of propane they are denying and lying about what they did and/or found. They took all my money and won’t refund or replace the propane that was lost because they didn’t do what they were supposed to do and now also charging me for a leak test that should have been done prior. Manager lied continuously and I want my money back. I have children and this is ridiculous. My family has been completely through the ringer and I want a FULL refund of 350$ so I can actually go and get propane to keep my family warm since they won’t or do i trust them!! Manager is the biggest liar of them all and it’s sad they can treat customers like this!

  Business Response

  Date: 12/06/2022

  Ms. ********* account of her
  experience with our company does not align with our records. We delivered 200
  gallons of propane to her on Aug. 15, 2022, in response to an out-of-gas call.
  Our driver performed a leak test for nine minutes and found no leak. For
  context, the industry standard for a leak check is a three-minute test. If the
  system holds a consistent pressure for a full three minutes, the system is
  considered leak-tight. Our driver also noted that the tank gauge might not be
  functioning properly as it read as 50% full after the 200-gallon delivery.
  
  We received another call from
  Ms. ******* on Aug. 31, 2022, regarding an odor of gas. We sent a service
  technician and driver back to her property to investigate. They found a small
  leak at the water heater, which they repaired. A leak check was performed
  afterward, and the repair passed the test.
  
  Ms. ******* called in again to
  say she could smell gas.
  Plant Manager *** ******** went to Ms. ********* home and conducted another
  round of leak checking. After more than 15 minutes, a tiny leak was shown.
  ******** noted that the minuscule size of the leak made it extremely difficult
  to detect. He called in a service technician to help identify the location of
  the leak, and after three hours of searching, they found it on the hot water
  line using an electronic gas detector. The leak was so small that it did not
  present itself during industry-standard soapy water tests that usually create
  bubbles to identify the leak location. At the same time, ******** found the
  water heater flue was plugged and not venting properly to the outside. MFA Oil advised the customer to have the flue cleaned out. After it was cleaned, we returned the next day to put the water heater back into service.
  
  Additionally, ******** and the
  technician rechecked the propane tank and re-leveled it. No other leaks were
  found. After leveling, the tank gauge said it had 20% remaining.
  
  Given the length of time it took
  for the leak to present itself during testing, it is highly improbable that Ms.
  ******* would have lost the volume of propane she claims to have lost because
  of a leak. The more likely explanation for the difference in her propane volume
  would be a faulty tank gauge that is providing inaccurate readings. While we will not issue a full refund, we are willing to refund the remaining balance of $159.75 on the customer's account. Additionally, we would advise the customer to seek out a new propane supplier.
  
  It should be noted
  that the primary heating source for Ms. ********* home is wood that she burns
  in her wood stove, not propane, so her ability to heat her home has been
  unaffected.

• Initial Complaint

  Date:10/18/2022

  Type:Product 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 lived at ************* and have moved to ************* and it is not on propane. have been moved for 2 months and have not received my refund for the propane that was left in the tank 33 percent, that they have taken back. so it shouldn't take almost 3 months to get my refund. I need that money because my husband passed away 2 months before that. I have called the local mfa in ********* , **. about every week for that long and have gotten all kinds of excuses. Please get this taken care of and sent me my refund. thank you ***********************.

  Business Response

  Date: 10/20/2022

  We apologize for the delay. A refund of $271.20 will be issued next week.
  
  Thank you.

  Customer Answer

  Date: 10/21/2022

  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,
  
  ***********************