Complaints

This profile includes complaints for Harbor Point Energy Products's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Harbor Point Energy Products

  Frankfort, NY 13340-0191

• 

  Harbor Point Energy Products

  53 West Main Street Saint Johnsville, NY 13452

• 

  Harbor Point Energy Products

  4885 State Highway 28 Hartwick, NY 13348

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:06/27/2024

  Type:Product Issues
  Status:

  UnansweredMore 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'm having a problem with receiving my reasonable refund for the propane that i have paid for at Harbor Point Energy Products.
  I have included my contract from 2009 where it states there my be a fee for tank pickup on a canceled account. Harbor Point invoice #******** $125.00 tank pickup fee on 6/17/24.Also on 6/17/24 Harbor point invoiced me #******* propane fuel 193.75 gallons which was the propane that I paid for on the Harbor Point statement with my account# ********. the last fill was 3/19/24 invoice #******** where it shows i paid $2.85 a gallon. On invoice ******** it shows they are refunding the 193.75 gallons at .50 cents a gallon which is not even market price.
  I called the office on 6/25/24 and discussed this with the receptionist where she stated that she would have the office manager call me, that never happened. I called back on 6/26/24 at 10:48am talk with the same girl where she told me the manager was out for 2 weeks. She stated that .50 was for the tech cost to pickup their tanks which I feel they are double dipping, they said she would call me back in 15min. called back told me she talk to the manager and he stated .50 stands. By the paper work I have submitted it clearly shows this is not proper business practices and I would like a full refund on the propane I already paid for please.
  On both invoices it's the same driver that pumps out the gas and picks up the tanks but they want double the money, the contract does not state a gas return % will be deducted, and I was a 15 year faithful customer of Harbor Point Energy so I want a full refund on 193.75 gallons of propane at what i paid $2.85 which will equal $552.19. Thank You

• Initial Complaint

  Date:05/20/2024

  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.

     Sept 26, 2023 - Paid uo account******** Ck # 461 25.04   Oct - 01  Shut-off tank - went on vacation.   Oct - 31 Recieved bill for 162.38 from Harbor Point   Nov - I asked Harbor Point (Trish) what bill was for? Trish said it was hard to explain but it was because I didnt use enough propane I refused to pay bill.   Feb - I'm still on vacation. Recieved delinquent account I called Harbour Point and told them to wait till May   April - 2024 - Received bill for tank removal which was full of propane I had paid for. Harbor Point gave credit for 90.00 gals at .50/gal - for a 150 gal tank which was full   

  Business Response

  Date: 06/05/2024

  Our records indicate that on September 26, 2023, Mr. ***** contacted our office and requested to be placed on a will-call delivery, as he was heading south for the winter and would not return until May 2024. On October 31, 2023, our system generated a minimum usage fee for Mr. *****, as his 100-gallon tank did not meet the minimum annual usage requirement of 100 gallons.Subsequently, on February 21, 2024, a disconnection notice was mailed to Mr. ***** due to non-payment. On February 26, 2024, Mr. ***** called and spoke with Trish regarding the disconnection notice. He expressed his concern about the disconnection during winter and mentioned potential legal action if service was interrupted.Despite these communications, no payment was made, and on April 15, 2024, we proceeded to retrieve our tank and equipment from Mr. *****'s premises. On May 16, 2024, Mr. ***** visited our office, upset about the outstanding bill. Our manager offered to waive the recurring charge of $162.38 if Mr. ***** paid $104.27. However, Mr. ***** refused to make any payment and left the office.As a result, on May 16, 2024, we forwarded Mr. *****'s account to *** Collect for further collection efforts.

  Customer Answer

  Date: 06/11/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  BBB spoke to the consumer and the following was relayed:

  It's my belief that the contract that I signed enforces my belief that their pricing was the prevailing price on the day of the sale and I paid that.  That cancels out what they are trying to collect as another fee.  
  
  
  
  Regards,
  
  
  
  ****** *****
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:02/20/2024

  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 heat my home with propane fuel and was purchasing propane from Harbor Point Energy Products (HPEP) until December 2023, when I switched to a different vendor. Two months prior to that I approached HPEP about the possibility of ending service with them and asked them what that would cost financially. They refused to provide a dollar amount.
  Switching propane vendors entails that the old vendor picks up their propane storage tank and the new vendor installs their own tank in its place. There is a charge for both. The new vendor, ********** ****** ***** (***********************) installed their new tank on 12-7-2023 for $89 and stated that should I change service in the future their cost of picking up their tank would be the same $89. There is also a refund of the fuel remaining in the tank at the time of pick-up, which is lower than the price that was paid for it.
  HPEP billed me $297.00 for removing their tank — which took place on 12-21-2023 — and issued a $72.50 credit (50 cents per gallon) for the 145 gallons of propane that was left in the tank at the time of removal. I paid HPEP $2.55 per gallon for that same fuel. In comparison, ********** was selling propane for $2.49 per gallon and the refund on returned propane was to be around $1 per gallon.
  HPEP did not send an invoice after removing their tank, i had to request it over the phone and received on 2-13-24, yet already being subjected to finance charge.
  My assessment is that HPEP uses a number of strategies in order to discourage consumers from switching to another vendor, including inflating the cost of tank removal — while not even disclosing the cost upfront, and deflating the value of propane returned to them. I find this practice not only to be unjust but even possibly be a case of price gouging.
  My standpoint is that in this case the refund on the propane I returned to the company ought to be more than sufficient to cover the cost of picking up the tank and I should not be owing any money to HPEP.

  Business Response

  Date: 02/27/2024

  Hello, We have set terms and conditions in place highlighting these kind of charges. Please see attached document which was signed by the customer. Please let me know if you have further questions. Thank you, Harbor Point Energy Products 

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair 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.

  On 2-2-24 we had someone come and repair our propane furnace and the next day we called harbor point to come and do their leak test as is necessary per our agreement. They came and did the leak test and told us if there are bubbles to call back as they are indicative of a leak. We checked the furnace about 30 minutes later and found tiny bubbles everywhere. So we called them back and they came right back and the tech explained to us that those tiny bubbles were from his spray bottle and were not leaks and showed us what leak bubbles actually look like and left. On monday 2-5-24 We went outside to our tanks to check how full they were and found frozen bubbles from the leak test on saturday that looked like the example he showed us. We called them back a third time and another technician came, resealed that spot and performed another leak test. Later that week we received three separate invoices for $210 each. We called and spoke with a manager and the second charge was waived and was told that was the best they could do as the third visit the technician said there was no leak and took a picture after he wiped the bubbles away. The attached picture was taken before the technician arrived and claimed there was no leak.

  Business Response

  Date: 02/27/2024

  Hello, We had several touch points with this customer. There is
  typically a fee when we perform gas checks, and ensured the customer there were
  no leaks after performing the test multiple times on separate visits. On the
  third visit, we even went as far as taking the fitting apart and reapplying the
  sealant on the threads since this is the area the customer was in fear that
  there was a leak coming from. There was not a leak detected after any of the
  visits, we did the resealing to appease the customer. We had waived the first
  two leak check fees, however the third we could not as there was no leak
  detected during any of the three visits, however the customer kept having one
  of our technicians come out due to fear of a leak. Our technicians go through training to ensure they are competent in performing these leak checks. Thank you, Harbor Point Energy Products

  Customer Answer

  Date: 02/29/2024

  First off, there are several lies and inconsistencies with harbor point's response. I have provided photographic evidence which clearly shows that we paid for 2 of the 3 visits. I understood that we would need to pay for services rendered, however $420 is still pricey for less than 25 minutes total of work between all three visits when it could have been taken care of all in one visit. I have also provided a picture of where our tank had an actual leak that you are claiming did not exist. I took that picture right after I called it in on Monday 2-5-24, and when your tech arrived he wiped the bubbles away to rethread the pipe. If the bubbles did not exist showing a leak there, why did your technician rethread the pipe? This leak could have been detected on the very first visit on Saturday if the tech had spent more than just a few minutes at our house. Also, the entire reason we called in the first place was because we had our own repair man fix an active leak on our furnace, and when we opened our account with harbor point we were told that if anyone else came to do repairs we had to call for them to come and do a leak check themselves. The first visit on Saturday, the tech arrived, found no leaks and said if we saw bubbles to call back, without explaining what the bubbles should actually look like. Approximately 30 minutes after he left we saw multiple tiny bubbles on the pipes he had sprayed, so we called back. The second time he responded to our call, he said "oh those aren't the right type of bubbles. Those are from my spray bottle." And proceeded to show us examples of what bubbles from a leak would look like. It was because of this education that we had to call yet again on Monday morning after finding the correct bubbles from a leak out on the tank. Between the documentation on our bills, what the manager told me over the phone, and what was said in their reply above all contradict each other and what actually happened.  ***** **************** ** ********

• Initial Complaint

  Date:11/10/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Harbor Point had a good deal and great customer service when they were getting my business a year ago. After calling multiple times to find out this year's propane promotion and being told that they will have it soon, I finally went back to Mirabito in September. Harbor Point closed my account and sent me a bill. They charged me $125 to pick up the tank. They only refunded 50 cents per gallon for 111.25 gallons left in the tank. We paid $2,45 cents per gallon. This seemed extremely low. We have moved and had other companies refund us for propane left in the tank. We have never before felt that their refund was unfair. I called our local Harbor Point branch for the first time on September 19 when I received the bill. I was told that the manager would call me back. I called again on 9/28, 10/4, and 10/12 and told he was busy and would get back to me. I asked how to contact his supervisor and he miraculously was available. I was told that they only gave back 50 cents because of their overhead of picking up the tanks. BUT they charged me $125 to pick up the tanks. I got the run around and asked for his supervisor. I was told he couldn't give me a number and could write a complaint that he would forward. I did find information online and sent a complaint. Nobody ever responded. I would like to be compensated a fair amount for the propane that was left in the tanks. At the very least, they shouldn't have charged me MORE. My final bill was $70.65 I had prepaid for the year.
  I would like a refund of the $70.65 plus a reasonable refund for the 111 gallons of propane they retrieved.

• Initial Complaint

  Date:08/29/2022

  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.

  This gas company charged a $150. Pick up fee because told them we didn’t want there services anymore. We have never had to pay a discontinued of service for propane tanks. They wanted us to fill them and pay them for propane and to the money from the next tenant. We said no.

  Business Response

  Date: 08/29/2022

  Please see attached Terms and Conditions.

  Customer Answer

  Date: 09/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  I am an owner of rental property located at *** ********* **** **** ********** **. The tenants could not get the propane in their name so it was put in my name. We had to pre-pay for the fuel with two full tanks upon delivery. I was not there when the tanks were brought in and set up. When the tenants moved we had the tanks removed. We were told upon installation we would get a full credit for unused propane . On August 1 Propane was delivered at $3.15 a unit tenant moved out 18 days later and the tanks were removed. At that point in time there was 193.75 units of propane left. Although they charged us $3.15 on 1 August they only credit us a dollar per unit on the 19th of August then they also charged us $150 to pick up the tanks saying we owe them money. I asked why there was a charge to pick up the tanks and they said it was in the contract. I asked to see the contract which they did send me but I did not sign it but someone else signed it. I was expecting credit for 193.75 units at the going rate of $3.15 ($610.31) and no charge for pick up (we have never been charged a pickup fee) I was expecting a refund check not a bill. They under credited us Propane and then charged us for pick up telling us we owe them money. I feel I should get the full refund at the rate I was charged and no additional charge for pick up.
  
  
  
  Regards,
  
  
  
  ******* *****
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/07/2022

  Please see attached Term and Conditions that is signed by Mrs. Koren's husband.

• Initial Complaint

  Date:08/24/2022

  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.

  I recently terminated service from Harbor Point Energy Products and had them pickup their tank with 350 gallons of propane. When I first setup service John told me that he did not charge for tank pickup. He charged me $150.00 for tank pickup. Of the 350 gallons, I paid $2.90 for 129 gallons and the rest of the 221 gallons, I paid $1.90 per gallon. John only refunded me $0.95 cents per gallon. I complained that this was not fair, and was told to view the terms of service. No where in the terms of service did I see any fixed charges stated. I am very upset with this companies practices. I guess a persons word is no longer considered as their bond. I paid $719.00 in propane and getting $169.00 back.

  Business Response

  Date: 08/25/2022

  Unfortunately there are delivery expenses included in the price per gallon at time of delivery so when propane is returned to our yard those expenses are taken out of the cost per gallon.

  As for the pick up fee that is stated in the agreement Mr. ***** signed at time of setting tank. Please see attached sighed agreement.

  Customer Answer

  Date: 08/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  This is pure price gauging, I paid 719.00 in propane and they are only refunding me 169.00 and I did not receive this yet. 550.00 in fees is totally unfair practices. Yes, I signed the form stating charges would be required if service was terminated and from a legal stand point this is binding, but it did not state the amount of charges. John told me that he would never charge for tank pickup when I first started service, his words and character are worthless.

  go ahead and close this complaint, but I am not happy with the way businesses can get away with treating customers.

  
  
  Regards,
  
  
  
  ***** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/19/2022

  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.

  I had done business with this company for 3 yrs purchasing home heating LP gas.I always paid my delivery bill within 3-4 days of the delivery except 1 time when I couldnt find the delivery slip for 2 weeks because a new driver left it in a different spot.When I found that slip ,I paid it the same day.Recently I changed to a different company solely because of price.I had two LP gas tanks that were full at the time I changed.I had paid for that gas at an avg. price of $2.59 per gallon. There was 194 gallons of gas left in the tanks.The tanks belonged to Harbor Point Energy.They came and picked up the tanks and charged me $125.00 to do that.I think that was a little excessive but I realize they cant work for nothing.My problem with them is that they only credited me at a rate of $1.00 per gallon for the gas that was left in the tanks A credit was issued for $194.00 minus the $125.00 pickup fee plus $10.31 tax leaving a balance due me of $58.00.This is ,in my opinion an outright theft of my gas that was bought and paid for! I want to be compensated the difference which would be $367.00

  Business Response

  Date: 08/24/2022

  Unfortunately we are not able to refund the total price per gallon as we have a cost in the price per gallon that covers getting the propane to your home. 

  Customer Answer

  Date: 08/25/2022

  Their response stating they have expenses associated with gas delivery I understand.What I don't understand is the fact that what they are saying is basically that their cost to deliver propane to me is equal to $1.59 per gallon. That's ridiculous seeing how I paid $1.35 a gallon for propane 3 yrs ago.I have been CEO for million dollar businesses in my career and presently own a small business with 2 locations. I do have extensive knowledge of operating expenses and P&L.They are just upset at the fact of losing customers to another company and are treating former great customers unfairly. They were also paid in full for the gas I didn't use at a rate of $2.59 per gallon and charged $125.00 to come pick it up which by the way is 25 miles round trip. They also have an employee that drives right by my house on his way to work every day. If they he manager had used his head he would have had that employee pick up the tanks on his way by. Just would have needed a truck with a liftgate that day. He drives a company service truck every day to and from work.When I started with this company,that is how they brought my tanks.I would agree to them keeping $0.59 per gallon as profit but not $2.59I they do not agree with that ,then I am prepared to go to small claims court for the full amount. I have checked with other local propane companies and not one of them charges to pick up tanks from previous good customers and I was also told they refund the full amount paid for the propane!

  Business Response

  Date: 08/30/2022

  See signed Terms and Conditions