Complaints

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

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First Fuel & Propane has 5 locations, listed below.

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  First Fuel & Propane

  1813 Route 9H Hudson, NY 12534-3374

• 

  First Fuel & Propane

  2114 Ny 7 Troy, NY 12180

• 

  First Fuel & Propane

  1840 Route 9H Hudson, NY 12534-3373

• 

  First Fuel & Propane

  9 Industrial Park Rd Warrensburg, NY 12885-4755

• 

  First Fuel & Propane

  1840 Route 9H Hudson, NY 12534-3373

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:05/23/2025

  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.

  Near the end of April I notified above business that I would not be renewing my budget billing plan for Propane with the above company. Email was received asking me to sign a new contract year on April 28th, 2025. On the same day I advised via email that I would not be renewing. Several phone calls were received trying to get me to stay. I reiterated my point that I wanted to cancel.
  Above company is holding $296.23 residual from that budget billing. I notified said company prior to the new contact going into effect. ALL propane has been paid for, nothing is left on my account to pay, this money is due to me as a complete refund for disconnect. I own my own tank, no rental is due,.
  
  I have repeatedly asked the company above to issue the refund and to this date, 5/23/2025 nothing has been received and nothing is showing pending on any of my accounts for a deposit.
  
  In an email to the company on May 18, 2025, I asked again about the refund.
  
  In an email dated May 19, 2025, Above company has stated they only removed their meter on 5/12/2025. This should not be my concern, they owe me the money.
  
  
  I request this matter be taken into account to send me the money they owe me ASAP As it is now nearing a month since I requested to discontinue service. *** ** ******** ********* *******

  Customer Answer

  Date: 05/29/2025

  Reference this case, Check payment was finally received today. You can close this case.

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair 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.

  We smelled a propane gas smell coming from First Fuel propane tanks at our residential property. We called the office and the receptionist said that Kyle would be out within half an hour. After an hour with no arrival of Kyle, we called again. Receptionist said Kyle had to finish up another job, and would be here soon. Eventually Kyle showed up with a gas finding tool. He did detect propane leaking from at least one of their two tanks, He also checked the connection to our stand by generator, and found a small leak there too. (they had made the connection to the generator originally.) Kyle spent time tightening connections and continuing to check that the problem was fixed. By the time he left, we no longer smelled any propane. This morning, the company called to advise that the charge was $196.88 for Kyle's work and service call. We find this charge very unfair, since it was the company-owned tanks and connections that were leaking. We did nothing wrong. Why should we have to pay for the company's equipment having an issue? Plus leaking propane is a safety hazard!! We paid the bill via credit card over the phone, but would like a refund.

• Initial Complaint

  Date:03/22/2023

  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.

  date of incident 03/18/2023
  account number Customer #: ******* * called on 3/13 to get fuel delivered. They did not deliver claiming the driveway was not accessible. They charged me $108 anyways. They did not explain how much the hold would be and held $500 over-drafting my account. On Saturday 3/18/23 I called to deliver again. The driver was not looking at his front end when backing in and hit the gas too hard without turning the vehicle correctly and crashed into trees damaging the truck. They still have not delivered my propane. When I called to follow up they told me I have to wait another week for propane claiming that I am at fault for the driver's negligence and began arguing with me over the phone. There were two witnesses at the time of the incident. According to both witnesses there was no sliding that occurred. It was very clear that he did not slide in the driveway rather was not checking his front end and hit the gas too hard. There was no evidence of a slide in the tire tracks. They have left me for two weeks without propane to cook or have hot water one week occurring during the recent Nor'easter snowstorm.
  
  Both witnesses are willing to give a testimony.
  
  I called again 03/22/23 to inform them of service change. They now want to charge me extra to pick up the tank because of the accident on 3/18 and possibly charge me for the damage to the truck. I would like a refund for all charges that have occurred this week and for this business to be marked as fraudulent.
  
  When speaking to the manager on 3/22/23 I was called a moron and was hung up on without any resolution. They are going to try and charge me again. I would like a refund for all charges on my account from this organization from 3/12/23 to 3/18/23.
  
  additional complaints of fraudulent and unauthorized charges about this organization can be found on Yelp.
  Attached is a picture of the tire tracks showing no evidence of a slide and clear indication of tire tracks going right into the tree.

  Business Response

  Date: 04/03/2023

  There is no fraudulent charges by First Fuel and Propane. Customer called right after winter storm and wanted same day delivery of propane because he let himself run out of propane. We charge a $175 emergency delivery fee for sending a truck out the same day for delivery. When we got to customers house the customer did not plow the driveway so we could not deliver. Even though we could not deliver we still had to send truck 40 minutes out of the way to attempt the delivery. We helped the customer by lowering it to $100 instead of $175 which we did not have to do. Then customer plowed driveway but did not sand driveway and we could not deliver for second attempt. Customer was frustrated that I told him we would not be back until the end of the week when driveway would be clear and able to deliver so he switched propane companies. Then as per contract we charged a $175 tank removal fee. 

  Customer Answer

  Date: 04/03/2023

  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. Yes i agree that for the first arrival of the truck the company was kind to offer $100 rather than the $175

  However, the man I spoke to on 3/22/23 said the tank removal fee would be $100. In his response to this matter is he is saying $175. If there was an offer to remove the tank at $100 I was not made aware of that during our call on 3/22/23. After looking at the charge to my account on 3/29/23 it shows a $189 dollar charge. 

  I do not feel that this response is accurate based on this information. 

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

  Business Response

  Date: 04/04/2023

  I am sorry you feel that way but that is what we charge and can not remove the fee. 

  Customer Answer

  Date: 04/06/2023

  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.

  That is not what was spoken to me and by definition that is a fraudulent charge. My bank will be hearing about this. 
  
  
  
  Regards,
  
  
  
  **** *******