Complaints

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

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  Superior Plus Energy

  1455 Route 9W Marlboro, NY 12542-5418

• 

  Superior Plus Energy

  1870 Winton Rd S Ste 200 Rochester, NY 14618-3960

• 

  Superior Plus Energy

  PO Box 910 Marlboro, NY 12542-0910

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:05/04/2023

  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.

  On 10/17/2022 ******* Gas (Owned by Superior Plus Propane) located at ************************************************************************************* placed an erroneous charge on my bill for a duplicated service call fee of $145.33.I have physically gone into the office monthly since October and have been told more than once this charge would be fixed; it never was.This morning, we ran out of propane again, even though we are supposed to be on a "top-off" plan where we never run out. I was informed today that we are currently on the "will-call" instead of top-off; I must assume we were switched to this after refusing to pay the erroneous charge on my bill.I was courteous enough to wait until office hours before calling where I received the standard "I can't guarantee the work order will go through because you have an outstanding balance."So I went to ******* Gas, once again, and this time I paid the erroneous charge (at 10:00 AM on Wednesday May 3, 2023) so that I may be granted access to propane. It is now 4:30 PM on May 3 and I have had no notice as to if my 8 month old and 2 year old daughters will have hot water available so that they may have clean bottles/dishes or warm baths for the night. I called the Union location for the third time today and was finally informed that I will not have propane today but that I "should" have my tank filled up by tomorrow.I called and spoke to the ********* office, the *********** regional office, the ******** office and the main ****** office while receiving very similar responses; "there's nothing else I can do, it's up to [the logistics team, the head office in ****** or somewhere, the local office, etc.]"My time is typically billed at $135/hr for consulting and I have spent over 7 hours in total on this project. I'm not naive enough to think there is any way I will ever receive that time or money back. I would appreciate $170 credited to my ******* Gas account immediately so I can stop wasting my time on this.Thanks

• Initial Complaint

  Date:01/09/2023

  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.

  I requested a propane delivery on Dec. 16th 2022. I was not getting the propane. When I called several times in the last three weeks I get excuses or told it will be delivered. They tell me I will get a delivery on a certain day and they do not come. They told me that I complained one time that the truck leaked oil on my driveway and they dont have a truck that doesnt leak available. They could come out with a tarp or something to catch the oil that is leaking. They should fix their trucks that are leaking in the environment anyhow. They have given me the impression they are playing games with me because I did not like the oil on my driveway that was running towards my garden. When I complained about the oil it took someone a long time to come out and clean up the oil. I also feel they have a problem keeping drivers.

  Customer Answer

  Date: 01/09/2023

  I believe I called for propane in Dec. It has been three weeks and now three days without a dillievery. The last time I called I was told it would be Jan 6th afternoon or Sat. Jan 7th. No dilivery. The tank is close to 0.This is Jan 9 at 7:00pmand no delivery.

  Business Response

  Date: 01/11/2023

  We received this complaint below from the customer, but the address is **************************************************** I Think they are confused as ******** is in **.

   

• Initial Complaint

  Date:10/17/2022

  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.

  Originally had contract with Porco Energy. They were sold to Superior Plus Propane. Superior Plus is a nightmare. Thay have price gouged since they have taken over. $ **** plus per gallon. Can never get them to pick up phone. Put you on hold for hours at a time when you do finally get them on phone. Never leave tickets for delivery which is against the law. No price per gallon on tickets. I want their tanks gone. They are telling me will take thirty days. I have had to buy tanks so that I can get rid of them. Our new tanks are to be delivered and I don't want to put tanks with outside bollards for safety reasons. I will if I am forced to do so. Have lost tenants because bills are so high. Average cost for propane last year was $4.39 with some months over $4.50 a gallon.

  Business Response

  Date: 10/25/2022

  Our records show that the customer called us for the first time on Friday, Oct 14th, to request tanks be removed. We tried to called her twice on that Friday, but call-back number that she left went to a church and she could not be reached.
  At least three of our staff have been attempting to work with her this morning.
  - There are no notes in account that show she ever called to request a lower rate or an account review to see if we could lower her rate.
  - The account shows that she requested no receipt be left for deliveries, we also have email options.
  - It appears that after a previous tenant left (LHC Logistics - ####***), she kept the tanks under her control and charged the most current tenants herself for the propane.
  - We just set her up for a tank pick-up this Friday(10/21), and now she already called back to change the date.
  

  We will continue to try and contact customer to get the tanks out off the property.

  Customer Answer

  Date: 10/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   The tanks were picked up on Friday.  I received a call Friday morning that they were at building to pick up tanks I DEMANDED be picked up. I did call Superior Propane back, I was called out of town to attend a funeral and asked to speak to the service department, in particular ***********  I was once again sent to A phone that didn't answer and told the service ***** would get back to me.  ***** did call me back, and I was advised that I did not have to be here for the tanks to be picked up. 

  I have put up with two years of nonsense from this company. A COMPANY THAT WE HAVE NO CONTRACT WITH.  We did have a contract with Porco Energy, but that was for one year.  When you call the 800 number it asks you to put in a zip code.  When I put in our zip code it tells me they do not service this area.  Every time you need to contact them it takes an hour to find a phone number that works. When you email them it is through their portal so you cannot see a date that you sent it.   They never responded to an email sent that we did not want any other deliveries and to please call at least two weeks before I called for them to take the tanks away. When I finally did get a person on the phone I was told it could take up to thirty days for them to pick up tanks.  Which, if it got cold out, would have depleated the tanks of the $.39 dollar a gaollon propane.  Was I nasty and cranky? Of course, What do they expect when you get the run around for two plus weeks? 

  We went a whole winter season without receiving delivery tickets.  See attached emails.  Apparently, they had a computer crash, not sure what that had to do with the delivery tickets, and the tickets were "mostly partial truck-partial handwritten. Is that not illegal?   I spoke with someone last year when we lost a tenant because of the exorbitant price we were being charged for propane. I was told, as was another of our tenants in another building, that because they had to drive so far, they could not lower the price. No, I don't remember with whom I spoke.    This was the winter season of 2021, during a pandemic. We did what we had to do to keep the building from freezing and the tenants warm. There were no propane tanks available for purchase, so we had no choice but to keep Superior on.  They were charging an average of $1.46 per gallon over the ** St average cost for propane.  We began the search to find propane tanks to buy. 

  ************* did leave, a friend of the owner's moved into space.  As per our agreement with the tenant, we pay the invoicing upfront and then bill the tenant for the exact same amount. We have no contract with Superior.  How can they charge us for something that we have never been advised of?  Never, did anyone, say to me we will come and remove the tanks and it will cost this.  Never was I send a price list of any charges.  Superior Plus has taken the money for the removal of the tanks directly out of our refund on the propane still in the tanks.  They also took out an outstanding bill, the propane delivery on October 8, 2022. The invoice, priced at $4.49 per gallon for 101 gallons of propane. They say the tanks returned had 144 gallons. 

  Superior Plus is a service company.  They provide a service which they are paid handsomely for. The fact that they took advantage of a small business, during a pandemic is disgusting. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 11/02/2022

  Our management team has reviewed your concerns and we would like for you to know that we have taken these issues seriously and are working to educate our workforce to help eliminate any confusion or issues with the level of service happening in the future. We apologize for any trouble and inconvenience this has caused you and regret that it has resulted in losing a customer.
  Thank you for bringing this to our attention.
  Kindest regards,
  
  *************************