Complaints

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

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  MS Propane

  1655 S Enterprise Ave Ste B4 Springfield, MO 65804-1864

• 

  MS Propane

  623 Ozark St Cabool, MO 65689-7395

• 

  MS Propane

  8878 N State Highway 5 Ste 4 Camdenton, MO 65020-4599

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  MS Propane

  250 S Orchard Blvd Fair Grove, MO 65648-8417

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  MS Propane

  1308 Springfield Rd Ava, MO 65608-5172

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:03/28/2025

  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.

  I have done business with this company for 5 years. Due to some financial difficulties i have suffered in frigid weather because they refused to deliver propane when i had $300 credit on their books in January because o couldn't pay their $225 special delivery ******* due to my complaints to the authorities this company refuses to put propane in their tank. And has for a very long time. This tank is located on my property. The tank has been sitting empty for over a month. I can't get another tank until they move theirs. NOW THEY REFUSE TO MOVE THEIR TANK UNTIL APRIL 15TH.The tank was set on my property against code regulations under the Missouri propane ************** entire house is running by propane. I can't cook. I can't take a shower. I can't clean my house because there is no hot water. Or propane to my stove.This company does not ********* of their customers or care about the health and welfare of their customers. They sent me a letter telling me they were going to remove the tank within 30 days on March 10th. Now they're saying April 15th. It needs to be moved immediately!

  Business Response

  Date: 04/02/2025

  We are addressing Ms. ************ second complaint about our propane tank removal, following her initial service dispute in January 2025. On March 10, 2025, we sent her a letter terminating service and advised her to secure a new provider, stating we would retrieve our tank in approximately 30 days. It is scheduled for April 15, 2025, weather permitting, and we will pick it up earlier if an opening arises.

  
  Ms. *********** claims she cannot get service until our tank is removed, but this is not the case. She told our customer service representative that ****************** is her new provider, and we have granted them permission to set their tank on her property. This is customary in the propane industrynew suppliers contact prior companies to coordinate, and ****************** can proceed regardless of our tanks presence.

  
  Additionally, Ms. *********** has threatened to throw our tank into a lake. We ask that she refrain from such unlawful behavior, as the tank is our property. We are committed to removing it as scheduled and have ensured she can transition to her new supplier without delay.

   

  
  

• Initial Complaint

  Date:02/07/2025

  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.

  Find it completely unprofessional that you put in an order 2 weeks before they call you up a week before to tell you it's going to be delivered on a specific date call them up 2 hours after the day started just be forced to leave a message and when they finally returned the call just to tell me they don't know what the problem is they deliver propane till 5:00 which is also conveniently the time that they go home so you still haven't got the delivery and you can't get a hold of nobody so what do you do you leave another message just let them know and that never try to call you back the next day and they still haven't delivered the product leave yet another message and still no reply of why the order wasn't deliver to begin with and why they don't seem to be wanting to deliver today they have got my information on file that got paid last time and non of it makes sense

  Customer Answer

  Date: 02/08/2025

  They finally showed up after hours two days later so they can charge me an emergency fill charge of $3.15 a gallon when it's supposed to been 2:44 when I ordered it so because they didn't deliver it when they were supposed to they charged me extra to do what they were supposed to do when I ordered it two weeks before that's their reply and how do I know this not because they left me a receipt or a breakdown of how much they put in there because it was the 20% yesterday before they filled it up it's now at 70 it's a 500 gallon propane tank that leaves me to believe they put 250 gallons in there 250 gallons from $787.39 adds up to $3.15 and change a gallon when they originally quoted me 2:44 a gallon so add that to your list of scummy s*** that they do

  Business Response

  Date: 02/13/2025

  
  

  Business Response

  Date: 02/13/2025

  Please see attached document response.  

  Customer Answer

  Date: 02/18/2025

  Complaint: 22913747
  
  I have reviewed the business' response and am rejecting it because:
  
  It was not delivered in a timely manner as they were told or had told me they was going to deliver in a particular day they did not show up that day they did not show up the next day they showed up after hours the next day and then they claim according to the receipt they gave me that it was down at 3%, which in fact it was not why would I know that because I can look at the gauge everyday to find out if they actually fill it up and it was still at 20% when I checked my account and find out it was billed but still not having a receipt or a clue of what they say they put in it where it started out or anything else I did not receive that for a week and a half later even though I looked at the gauge and it read 70%. So if that's their standard protocol is to do it after hours and just put down whatever they want to do put down right or wrong I was there for both them days they never said a word to me so I could verify visually that what they build me for was actually what they put in there I don't put my money or that much trust in any company that has my credit card or debit card on their file does not give them the right to just charge whatever they want to charge whether it's correct or not and if that was the kind of business they choose to provide then it's not the kind of business that I want to be having anything to do with so I continue with the report that it needs to be let known to anybody else who wants to pay by the fill up that needs to realize that if they do to a customer that pays per fill up then what is your standard practices for those who have auto pay and auto fill to the customers who are not keeping a steady eye on it

  
  Sincerely,
  
  **** ******

  Business Response

  Date: 02/18/2025

  
  

  Customer Answer

  Date: 02/19/2025

  Complaint: 22913747
  
  I have reviewed the business' response and am rejecting it because:
  
  They provided no further proof other than stating I made false accusations and I have no desire whatsoever for their verification because at this point feel the original statement was wrong they overcharged me and they can do nothing but do me further wrong with the verification which I do not need I pay cash for my propane I offer to be there when they deliver it if they set a time or even a day but when they're not there when they say they're going to be there then I have no desire to further do business with them regardless of their attempt to deface me with false accusations
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:10/19/2022

  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 5-6 years ago we got a H373534373337**3333H tank from MS Propane in *********** and there was no contract or yearly rental fee. Friday, I went to kick on the H373534373337**3333H and then I realized that our tank was missing. I have called MS Propane multiple times and nobody will answer. I have called other places and learned that MS Propane has been going on people&#**;s property and taking tanks. My tank had about 60% H373534373337**3333H left which today would cost $373.50. Like I said, there was not a tank rental or contract when I got it, however, if a tank rental has been implemented, I am willing to pay it. I would like someone from the business to call me and discuss this issue.

  Business Response

  Date: 10/20/2022

  We set this tank in February of 2018.  He signed a tank lease with us at this time.  Attached on the last page is the signed tank lease agreement.  Our terms and conditions are sent out and are online to be viewed.  They state that propane must be purchased one time per year.  He was given statements for 3 months that his account balance was past due.  We have statemetns from February 28, 2021 that show his tank rent not paid.  We ordered a tank pickup in June and notified the customer with a note on the door. 

   

  His last gas purchase was Jan 13, 2021.  We are a propane company and are in the business of selling propane, not leasing yard ornaments.  We used the price last paid customer paid to figure the refund on the account.  

   

  His gas left in the tank was credited to his account 163g at $1.60 per gallon less the $1/25 restocking fee leaving a balance of $1.53 which we wrote off.  

   

  Customer has received invoices for months showing his balance and unfortunately, we must have our tanks back.  We have paying customers that would like to lease our tanks and purchase gas too.  

   

  We have complete records, time stamped and all invoices, letters and pickup information for the customer account.  

   

  We wish ******************* well with his future supplier.  But we are in the propane business and have policies and procedures we follow in our business and have done so on this account.  

   

  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 I am accepting it because it is their policy.  They did not inform me of this and I do not completely feel this has been resolved.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/20/2022

  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.

  Stopped buying propane from ms propane for a cheaper price from competitor said ther would be a 679 dollar refund of my credit on file that we had paid them for gas .after picking ther tank up they contact me said they give no refunds on gas . tryed to resolve no more phone calls they said contact ther attorney just like that .i just want my credit money on hand returned to me for my othre companies gas . account ****** ms gas

  Business Response

  Date: 08/11/2022

  We responded to customers complaint and customer has returned to our services after discussion with homeowners.  Our company follows written company policy in regards to any refund and or tank evacuation.  
  

  it is propane industry standard that any gas purchases belongs to the customer and if they lesve, they new company evacuates the rental tank with written approval from the prior company.  That company evacuates that tank according to their pricing We h 

  
  Seldom do we ever refund gas.  To evacuate a tank lay take hours and is dangerous.  It entails a bobtail and a service truck and several employees.  
  

  our owner discussed with the ***** and they understood.  We have reset

  a tank for them and try have returned as a customer.  
  

  We are a local company but we have to stand by our policies to be fair and stay in business,  if evacuations happen, we have to change for the work involved.  

  Thank you.

   

  ******* ******* 

• Initial Complaint

  Date:07/14/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 had them to come pick up their tank. Now they are charging me a $1.25/gallon restocking fee. I didn't have a contract with them. I quit using propane. I was never told there was such a fee. I was paying rent on their tank.

  Business Response

  Date: 07/25/2022

  See attachments. One of the attachments is a list customer expectations that the consumer signed by ***** ****

  Customer Answer

  Date: 08/01/2022

  Complaint: ********
  
  I am rejecting this response because:  When I cancelled the service and asked that it be picked up, I was never told that a charged existed.  I would have kept it if someone would have informed me that it will be $1.25 per gallon. There is no written or verbal communication that stated this.
  
  
  
  Sincerely,
  
  ** ****