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Business Profile

Propane Supplies

Parker Gas Company, Inc.
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Parker Gas Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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:03/19/2024

      Type:Billing Issues
      Status:
      Resolved
      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 a Tank Rental Fee for 6 years of $69.39 and a 7th year of $70.83. This year, after filling my propane tank in November (automatic refill - I did not request this fill-up), Parker changed to a Minimum Usage Fee of 200 gal/year. If the customer does not meet the minimum usage, they make you pay the difference - in my case $124.85. They did not notify me of the change. They did not send out updated terms of use. I do not use enough propane for my fireplace to justify their new minimum usage fee. To avoid excessive charges in the future, I cancelled my service. Parker had just refilled my tank so they removed 96 gal propane and took a 30% restocking fee and charged labor for tank pickup. I have been a Parker customer since 2017. On my 2017 agreement with Parker it says "10. Tank Removal Charges: In the event Company terminates this agreement for cause; or customer terminates this agreement within 2 years of installation: (a) customer shall be liable for tank removal based on Company's normal labor rate, (b) customer shall be entitled to a credit (or refund, if there are no other payments of charges due to Company after application of all charges and any security deposit) based on the gallons in the tank so removed at the propane price than in effect; and (c) customer shall be liable for a restocking fee of 30% regardless of length of time agreement is in effect based on remaining gallons in tank." As a Parker customer for 7+ years, I think they owe reimbursement for $112.09 labor I paid. I think they should have told me that their policy had changed to a minimum usage. They knew my usage was low and they filled my tank, charged a minimum usage fee, labor and took a 30% fee on the entire amount in the tank, all within a couple of months. When I called their customer service to ask about charges, they were not upfront with the cost to disconnect service. It was all a surprise to me. I think they should reimburse me for some or all of the ovecharges.

      Business Response

      Date: 03/19/2024

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

      We appreciate your past business immensely.  You are correct in that our tank lease changed from a flat fee to a minimum usage fee.  This was effective January 2023.  Last year your usage was higher than this past year which is why the amount differed.  We had no choice but to change our structure due to the increased cost of propane tanks over the past several years.  The positive about the minimum usage is that if you use closer to the minimum of 200 gallons, then you actually pay less than before.  We felt like this was a fairer way to structure our program than to increase the lease flatly across the board.  I understand that no one likes a lease charge, but I'm sure you are aware that most companies charge this.  ******** utilities charge a minimum fee monthly, natural gas, etc.  I think you will also find that our lease is very competitive with other propane companies in the area.

      With that being said, I am going to credit you back for the last year's rental of ****** and also the labor charge of ****** for removing the tank.  Total of 236.94.  I hope you realize that we are a family owned business and strive hard to treat our customers as we would like to be treated.  In a perfect world, we could provide tanks to our customers and not require a minimum usage, but unfortunately at today's cost of doing business, we would be out of business if we did that.

      The additional refund will be mailed out to you in the next few days.  Again, we thank you for your past business and hope to service you again in the future.

      Thank you,

      Parker Gas

      Customer Answer

      Date: 03/19/2024

       
      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,

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

    Parker Gas Company, Inc. is BBB Accredited.

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