Complaints

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

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  Freeman Gas

  363 Railroad Ave Rutherfordton, NC 28139-2726

• 

  Freeman Gas

  134 Roechling Dr Dallas, NC 28034-9517

• 

  Freeman Gas

  1740 Rosman Hwy Brevard, NC 28712

• 

  Freeman Gas

  616 Highlands Rd Franklin, NC 28734-9566

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  Freeman Gas

  4848 Asheville Hwy Hendersonville, NC 28791-9091

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:03/04/2025

  Type:Order 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.

  First, we never chose to do business with this company. We were originally a customer of Brittan Propane - which was a WONDERFUL company. Freeman Gas / **************** purchased this company and immediately the service level changed to grossly overpriced propane, no customer service, missed appointments, and more. We had reached our wits end when the metered tank they were supposed to be monitoring got to less than 5% full in the middle of the coldest winter we have had in years. We called over a dozen times to get the propane refilled for our gas logs which heated our home and the cooktop in the kitchen. We ran out with absolutely NO commitment from them to come out to refill. In fact they argued that their meter showed we had propane when we did NOT. We were left with no choice. We had to find a company who would actually bring us propane, so we arranged for that new service. We let Freeman Gas/Superior Propane know to come pick up their tank and we reminded them this was behind our home in an area where they'd need two people to move it. There was to be no fee associated with this pickup. They never came. We called for three weeks to get this picked up. They finally came out and sent one man who couldnt move the tank himself, so he left. Several more weeks passed. My husband and two teenage boys used a tractor to move the tank themselves to be right beside our driveway (which was FREEMAN'Sjob to do) to make the pickup easier. I called at least ten times to get them to come get it. They FINALLY after my eleventh call Friday, Feb 28 came to get it. Today I get a bill for $225.18 for this service. This was supposed to be a no fee pickup. We NEVER signed a contract with them. We were *************** customers and had NO fee pickups, dropoffs. We even did the hard work for them to move the tank. This fee needs to be reversed. We were forced to find another company b/c we had NO propane from them.

  Business Response

  Date: 03/04/2025

  This account has been credited the pick up fee and is now at zero balance and closed.

• Initial Complaint

  Date:03/03/2025

  Type:Billing 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.

  Freeman gas came out on 11/21/2024 to do a free inspection on our lines and fireplace, the inspector came and didn't even come inside the home to see if everything was in working order. He proceeds to look from the road and tells my wife its good to go. Another guy comes out to install the tank and immediately says the pilot light is out and we cant install the tank it wont work through the fireplace then leaves never delivering anything. We then receive a bill on 2/15/2025 in the mail that we owe them $108.00, we have been getting late fees for months now on a tank rental we never received and their inspector said it was in working condition because he didnt even do his job so they marked the tank as delivered when it was never taken off the truck due to faulty pilot light. We are at $110.17 because they charged us another late fee on our tank rental. I tried calling them and was told the bill is accurate and it was for Inspection, I create an account on the app which I had never done before because I didnt even know I had an account due to them never delivering anything and not once ever said there was any inspection fee. I see on the app it says tank rental fee while they told me on the phone it was for an inspection. They are liars and they are charging me a late fee on a tank I never received while telling me on the phone that its for the inspection and an inspection was $108! They are scammers and I told them this is not how you do business and they hung up on me and refuse to call me back. I want this charge gone and I want them investigated because I cant be the only one they are trying to intimidate with a credit ding and keep charging me late fees on a tank I never even received. Please help they refuse to even speak to me. Also I took a picture of the line coming out my house that has no tank anywhere in sight, they are an awful company taking advantage of me.

  Business Response

  Date: 03/04/2025

  This account has been zeroed out and closed. Mr. ****** came into our office 3/3/2025 and we got it straightened out.

• Initial Complaint

  Date:05/28/2024

  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.

  I have been calling them since October of 2023 to have a tank removed from my property. I have called at least monthly since then. I have been given a variety of promises and excuses, from "we'll pick it up this week" to "we prioritize propane delivery in the colder months". It has been over 8 months. I've called and requested to speak with a manager, call was never returned. I changed propane companies for precisely this reason, poor customer service. I just want the tank removed and to never deal with Freeman Gas again.

  Business Response

  Date: 05/28/2024

  ************** tank will be picked up on 5/29/24

  Customer Answer

  Date: 05/29/2024

   
  I am rejecting this response because:
  As promised the tank has been removed today.  I believe that I am entitled to a refund/credit of the amount of propane remaining in the tank.  Upon confirmation this will be honored, and I will not be charged a tank removal fee (as I have seen in another complaint) I will be satisfied and consider the matter closed.  thank you

• Initial Complaint

  Date:02/15/2024

  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.

  We called Freeman Gas on November 27 to pick up our tank that we had moved to the driveway. We were told that it would be picked up that week. It was not picked up until December 27th. We called almost a dozen times throughout the month and were told several times by their employees, including *******, that it would be picked up the next day or that week. When I last spoke with *******, prior to the pickup, she assured me that she would have a manager give me a call, *********************. **** never called me. It wasn't until I spoke with several people on February 14th that the following day **** called me. Also on February 14th I spoke with *******, she took my email address as I requested a copy of our final bill which was never sent to me. She did not send it and I had to call back later that day in order to finally get it. When we called initially for pickup, and a dozen times thereafter, we were never told there would be a pickup fee. It wasn't until I spoke with them on February 14th that we were told this is $100. When looking at our bill it does not denote a pickup or any type of recovery fee, yet a MISCPART item. This is very deceitful and unethical. I was told I signed something and had asked for a copy of that. I only received a photo of the backside of a document, not showing any signature or any proof that we have signed it. I have again requested this but have not received anything. I have the document from when the tank was delivered and the front does not show a signature and the backside of it does not show what they have sent. Again, this appears to be unethical business practices.

  Business Response

  Date: 02/23/2024

  ****************** has been credited back for the pick up fee and gas remaining in the tank.

  Customer Answer

  Date: 02/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:02/15/2024

  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.

  I purchased my home used. It had an existing propane tank set up for a built in fireplace. The propane ran out so I called the company to refill it. I was told someone would stop by on x date to do the refill. I took the day off of work to ensure I could be home for this. Someone came by, but only to do a safety check, claiming someone else would come by on another day to refill the tank. After completing the safety check, he asked me for $149. I refused. Not only was it supposed to be a tank refill, but I was never quoted anything about a safety check or paying $149. I was told that Thursday of that week, someone would come by to refill the tank. The following day (Tuesday) I was letting my dogs outside in my fenced in back yard before leaving for work around 8am to find a stranger in my back yard, unannounced, claiming he was with the gas company. He said he will only need a minute to refill the tank. I took Monday off of work for this, and was now late to work on Tuesday because I had to wait for this unscheduled, unannounced stranger to fill the tank. Two issues came from this. 1) the fireplace didnt work. I told the worker this, and he just left. 2) he quoted (charged) me for 59 gallons. I have a 120 gallon tank to which they fill to 80%. This would be 96 gallons of propane. The company claims they filled it 59 gallons, however the physical meter on the tank reads 40% which would be 48 gallons. I have called at least 9 times to get this addressed. I was even scheduled with a service manager for a friday to have him come out and fix this. Again, I took time off of work to be there. He never showed. On each of the 9 calls *** made, ******* for the company mentioned a service manager will call me back. No one has called. I now received a bill in the mail a couple days ago showing a charge for $173.80 for 59 gallons of gas(which I didnt get) and a hazardous safety fee. The bill due date is 1/30/24 and I received it two days ago.

  Business Response

  Date: 02/27/2024

   Good Afternoon,

  The consumer has been contacted and the problems resolved.

• Initial Complaint

  Date:12/11/2023

  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 been trying to get parts for my system for a month. I had to make 3 calls to get someone on the phone since ************************* will not return phone calls, or get his secretary to respond. THEY NEVER RETURN PHONE CALLS. The part that I ordered to go with my new installation of a 250lb underground tank. When I finally got the secretary on the phone (*********************), I asked her to check on the part. She said that if she had time, she would call me back, only if she had the time. She also told me that if it were her husband, he would go to the hardware store and get one. Number one, I'm not her husband, but also the hardware store does not sell the type of hose I need to connect to my generator. The hardware store sells short hoses to connect to stoves and dryers, not special 10' hoses for generators. This business does not have a clue how to treat their customers, nor does it have enough employees to do the job.

  Business Response

  Date: 12/12/2023

  Talked with customer 12/12/23 will have hoses he is needing delivered to store tomorrow morning. also addressed issue with CSR with him and with CSR.

• Initial Complaint

  Date:08/16/2023

  Type:Billing 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.

  ACCT# ******* My account has been on hold for over 2 months after I have made multiple payments. The amount owed online is incorrect Product amounts owed include: a converted balance on 03/31/2023 of $484.11, to deliveries on 5/24/2023 totaling $481.65 & ******. Finally a tank fee. This totals $1146.23. Payments that have been made and verified on their site include; 4/4/2023 - $300.00, 04/24/2023 - $200.00, 05/05/2023 - $150.00, 07/18/2023 - $450.00, 08/02/2023 - $200.00, Totaling $1300.00. This leaves me with a total owed of $146.23 ($84.00 tank fee that I am getting rid of). However, the website on my account says I owe $740.23. This is incorrect and I have tried several times to talk to people in the *************** and the Main Superior Plus but I keep getting bounced around.

  Business Response

  Date: 08/21/2023

  We have contacted this customer, the payments were showing on her account but they were not applied correctly to the budget statement. Money was moved to the correct portion of her statement and everything is showing as it should. Customer is taken care of and all is good. 

  Thank you! 

• Initial Complaint

  Date:11/08/2022

  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.

  This company was contacted mid September to let them know we were switching to another propane tank provider. I called them in September, concerning the old tank being picked up and they refused to give me a date when the old (extremely large) tank would be picked up. Since then, I've emailed weekly with no response at all. I'm completely being ignored after telling them this large tank is in between our 2 driveways, and is extremely hazardous for many reasons. One being, the tank is full and it's in the front of our home. If one of us where to hit this tank, it could cause a catastrophic fire. This was, unfortunately, the only place to leave the tank for them to pick up. All we are asking is that they come immediately and remove this tank from our property. Completely ignoring our requests is unacceptable, dangerous, and a very bad business practice.