Complaints

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:03/14/2024

  Type:Customer Service 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.

  On March 12,2024 Adirondack fuel came and took our propane tank. Our bill was paid in full. I spoke at length with Paul who interrupted me, did not let me compete a sentence and hung up on me mid-call. He was rude and disrespectful and did not answer my questions.
  My tank was full, my bill was paid. They claimed I had another company fill the tank, which I did not. I told them I never had another company fill my propane tank, only my fuel oil tanks. I told them I had another company and they assumed it was for propane when it was in fact for fuel oil. He refused to refund me the money I just paid for the propane and refused to hook up another tank.
  
  He claims they own the tank. I believe we purchased our own tank when we built our house. He states it is up to me to prove we purchased the tank not on them to prove they provided the tank.
  
  I’m unsure how a company can come onto my property and take a tank, which is full and paid in full claiming to be “protecting their assets” and put the burden of proof on me. The only info he could give me was a tank serial number to imply the tank belonged to them and not us. All tanks have a serial number and they could have entered the number from the tank regardless of ownership.

  Business Response

  Date: 03/21/2024

  A full refund check of $251.95 was mailed out on 3/21/2024. This refund amount was for the 42 gallons of propane that was in the tank when it was picked up on 3/15/2024, we cut checks on Thursdays. I am sorry for an delay or confusion.

   

  Thanks

  Ed

• Initial Complaint

  Date:01/18/2024

  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.

  A fuel delivery for 100 gallons of kerosene was scheduled for my home address of ** **** ****** the week of January 8th, 2024. The fuel company, Adirondack Energy of Malone NY, delivered fuel (136 gallons) the morning of January 16th, 2024. No receipt for the delivery was left at the home, I am unable to determine if that amount was even delivered. Upon checking the charged amount I found a pending payment of $600.42. The price per gallon of fuel was confirmed prior to scheduling the delivery, and on January 18th, 2024 after the delivery. The price per gallon on this date is $4.399 per gallon cash price. When I spoke with the manager I was informed that he entered the order incorrectly, and stated that he placed the order for a fill up. This response does not coincide with what their receptionist informed me my order was when I called after finding the issue. She had informed that she saw a scheduled delivery for 100 gallons. This also does not coincide with the delivery as my tank is only at 3/4. I was asked what would make the situation right. I responded by inquiring about the equipment on the truck as some fuel carries can set the amount so the pump will stop at a predetermined volume. They are not equipped with this function. I then offered to pay for 110 gallons as a slight overage is not uncommon with a fuel delivery. The manager then offered to only provide a credit of $20.00 for the $158.36 overage that I have been charged. He has informed that they would rather syphon the tank in my home of the 36 gallons I was "delivered" by "sticking" my tank to obtain the volume of fuel they remove. A calibrated and accurate measuring device not mentioned. The removal of fuel, if this happens, has not had a date set as I informed him that I must be present if this is to take place.

  Business Response

  Date: 01/22/2024

  I spoke with Mr. ********* today about this complaint. I gave him a refund for the additional 36 gallons that he was billed for but did not order, I also explained to him that all can be preset for a certain amount and that these trucks get tested once per year by the county.  He had told me he was happy that we spoke and was ok with the refund.

   

  Thanks

  Ed