Complaints

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

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  Combined Energy Services, Inc.

  216 E Broadway Monticello, NY 12701-8817

• 

  Combined Energy Services, Inc.

  PO Box 1388 Monticello, NY 12701-8388

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:03/29/2024

  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.

  I have received ZERO paperwork, agreements, bills etc. Terrible communication. When they first arrived at my address, the techs were told to install a gas line for a cook stove and installed a 200lb tank. Gas line (pressure tested by them as good) was already installed to a Vermont Castings Franklin **** heating stove. All rates and fees were very high. Techs were good and changed my new heater from natural gas to propane. I asked for another 2nd tank (preferably larger tank) but never received. Told tank was monitored, but reading never exhanged. All their costs and fees were paid-in-full. Last week I advised them that my tank was at 30% per their gauge (fixed) and was told I would receive gas that week. I received no gas but my credit card was billed $200. I called back and was brushed off and that I would receive heating gas NEXT week. I told them to remove my credit card from their files and LOCKED it with my bank. ( they still have $200 but I have no gas) Their office workers are HORRIBLE. I want them to remove my credit card info and not charge before gas is received. I will NO LONGER pay them by credit card, but pay them for BILLED services AFTER I receive them. I will pay my BILLED SERVICES via (*****) bank payment services. I would still like a 2nd or bigger tank and order gas as needed, because their auto service is atrocious. I would like paper contracts, agreements etc.THEY ARE IN BREACH OF CONTRACT

  Business Response

  Date: 04/03/2024

  Good afternoon, 

  RE: ******************* - ID#********

  *********** came into our ********** ** office to open an account with us on 1/26/24. He needed propane for a small space heater, not a cooking stove as he has stated. For this type of usage, we gave him a 47 gallon tank. It was explained to him that there is a yearly monitoring fee of $239 a year which he agreed to. Attached is his signed agreement. He was also told how much our service rates are to do any work at his home of $163hr plus parts and tax, which he also agreed to. 

  He has stated that he wanted a larger tank. He was set to get a 100 gal tank. Before we go to anyone's home to set a tank, or swap tanks in his case, the customer needs to be home. We have to disrupt service due to disconnecting lines so they need to be home. Our dispatching department tried calling him multiple times. *********** never called us back so no the larger tank has not been installed. 

  Regarding receiving any deliveries and payment, yes he has a credit card on file. It was explained to him that prior to any deliveries his credit card will get a pre authorization done then a delivery will be made. We need to make sure the funds are available before we can make a delivery. March 29th he called us very upset his card had a preauth done. He demanded for us to remove his credit card and cancel the preauth, therefore the delivery was cancelled. 

  I contacted him today, 4/3/24 and try to understand his needs. I explained he has to leave a credit card on file for deliveries and why. He refused. Every time I tried to explain something he kept cutting me off, not allowing me to speak or explain. He accused our company of being "a scam company at best". We would not be in business for over 50 years if we were dishonest to our customers. I suggested he goes to another company which he agreed to. One of his issues was that we billed him the tank monitoring fee of $258.12, which he understood we were billing up front. I told him we will reverse that charge and refund his credit card the $258.12, which was done today.  

  There is nothing showing we are in breach of contract in any way. 

  Regards,

  *********************;

  Customer Answer

  Date: 04/03/2024

  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:

  Partially Untrue. *** techs (1st time working on a Vermont Castings Stove) were OK. Delivery drivers were OK. ************** were abysmal. ***y kept insisting my tank was full when it was not. Finally sent gas. Did not fill tank as agreed at 30%. Did not fill tank after 2 phone calls over 2 weeks. ***y did bill my credit card $200 BEFORE I received (and never came) any propane. My wife and I are retired and usually home.

  My stove was checked out and installed new orifices (from Natural to Propane) in Jan. *** stove is new, high quality ($6k) and electronic. It shuts down by remote, elec or gas interruption. It is auxiliary. My household heat is electric. If any delivery driver was concerned, he did not have to turn the gas on, but that is immaterial. Like I previously said, the drivers and techs were good. *** office staff was a nightmare. I REPEATEDLY told these office workers that it was a Vermont Castings (franklin **** fireplace) and they put it down for a cook stove and that I needed gas line installed despite me telling them that it was installed.

  ***y put me down for a cook stove at a higher rate of cost for fuel. *** techs were surprised that a 200# propane tank was delivered for a cook stove (which would last forever) I was not called repeatedly for any deliveries, however I do not answer blocked or unknown telephone numbers. I received no emails or repeat unknown numbers.

  ***y did however bill my credit card $200 for no gas delivered. I objected to this. I have no balance due & have excellent credit. ***y claim I was refunded today, but no such credit has shown on my credit card (like their fraudulent billing did)

  ***y told me that they would pick up their tank today despite my yearly lease.

  Yes, I will be happy they're gone.
  

   

   

   

   

   

   

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

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

  Business Response

  Date: 04/03/2024

  A 200# is the size tank we use for cooking, this is the smallest tank we have. As stated earlier, we did call several times to swap the tank for a larger one however we did not reach them. It is not our fault that they don't answer unknown callers. We attempted several times to reach them. As far as the $200 charge, this was a PRE AUTHORIZATION as stated to deliver the larger tank. He called 3/29/24 complaining about the pre auth and asked us to not use the card, so the pre auth of $200 was cancelled out and the larger tank was not installed. 

  This morning when I called him, I suggested we sever ties due to him being unhappy with our company which he AGREED to. I did tell him the tank rental of $258.12 would be reversed as a courtesy since he wanted the tank picked up. I refunded his credit card this morning at 9:47am the $258.12. Attached is the receipt. It can take several days for his bank to update their end. 

  Accusing our company of fraud is absurd. 

  Regards,

  *********************;

• Initial Complaint

  Date:11/17/2023

  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.

  CES has horrible customer **********************. On **/**/************************* sent me a bill wanting to charge me for not meeting a minimum gas usage amount for the year but they charged me a larger fee that does not reflect the agreement amount. When I received an email with the charge I called them for my original contract agreement and spoke to a sales person and explained to them that I disagree with the bill and that I wanted to speak with the manager. I was told I will get a call back. Never got a call back or any additional explanation. On 11/14/23 I realized that they charged my credit card without my permission on 11/08/23 for the amount they claim I owe them. I called them on 11/16/2023 and first spoke with spoke with *************************, she wasn't willing to answer me why my credit card was charged without permission. The agreement that I signed with them on 10/31/2016 specifically that they have to call me before any charge or redelivery. ***** couldn't answer my question and told me that I can speak to a manager, who introduced himself as *****. The gentleman in question was ********** and condescending, when I asked him for an explanation as to why my card was charged without my permission when all the time before their representatives claimed that they did not store credit card information, he just kept on telling me that I owe the fee. I tried to explain that they what they did was unacceptable and that was disagreeing their assessment of what's stated in the agreement I was hung up on midsentence while I was speaking. They refused to reverse the credit card charge. I had to call my credit card company and file a dispute report. I intend to switch service providers. They've literally never had any issues with me. I always paid my bills on time ahead of service delivery. I'm very disappointed by the service to a customer who was with them for 7 years.

  Business Response

  Date: 11/27/2023

  ID#********

  ************** had opened his account with us in November 2016. He was informed of our minimum usage fees (see attached form he signed). On the contract, it also states that that CES reserves the right to change it's fees, rates and charges from time to time without prior notice to our customer base (also attached, see line #**). He was aware of these potential charges based on his usage. From 11/1/2022 through 11/1/2023, he used ***** gallons. He is to be delivered a minimum of 150 gallons a year, or he is charged $117.72 (invoice attached). 

  On 11/3/2023 he called our office and spoke to a representative and refused to pay the bill. Our salesman, *****, then took the call. He told ***** also that he refused to pay. He stated that he was on the Board at the development he resides, and that if we didnt reverse the charge, he was going to suggest to the development that they switch companies since they have accounts with us as well. ***** called the development and spoke to someone who stated ************* is no longer on the Board and he shouldnt be saying things like this that he has no right to do so. 

  On 11/16/2023 ************* called our office again and spoke to *****. He had informed her that his credit card was charged the $117.72, which he refused to pay. He also told her that he has instructed us to call him before any "pre-authorizations" are done. He stated he will be calling his bank to dispute this charge. This was not a pre-authorization, it was a charge for services. By leaving a credit card on file, you are allowing our company to bill the card for these types of charges. He owed the bill. Because he was being so nasty and belligerent with *****, she gave the call to *****. ***** told him that it was best he finds another company and we can pick up our tank. We agreed not to bill him a normal pick up fee of $63, but severing ties would be best. ************* then hung up on *****. 

  Today, 11/27/23 ************* called our office to pick up the tank. We will give him credit for any propane that is in the tank once picked up. 

  Customer Answer

  Date: 11/28/2023

  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 contract that was sent to you was not the same as the one provided to me on 11/03 when I called to inquire about the reason for initial charge on my account. It did not include Terms of Service and Company Policy page. Please see attached at what I got that day via email.

  
  Second, I did not refuse to pay for the fee, after I received the email with the contract, I explained that I was disputing the charge amount and pointed out that even according the their explanation of the purported fee I shouldnt have been charged the 109 dollars or $117 with tax but a lower sum and asked to speak with the manager and was told that a manager would call me back.I never received that call back, but my account was charged without my knowledge or or my prior approval on 11/08/23. I refute the fact that I was nasty or belligerent to anyone at any time I spoke to any of the representatives. Im baffled at the claim, I wanted to know why my card was charged without my permission when I expressly stated that I wanted to speak with the manager on November 3rd and the curtesy of a call back wasnt extended to me. The comment section explicitly asks that Im to be called on my cellphone before authorizing any delivery. The fact that I provided my credit card does not give the vendor (CES) the right to charge my account without authorization or consent.
  
  Additionally, the Gas Installation section in the agreement expressly states that: Customer agrees to purchase propane gas from CES for a minimum of 1 year from date of agreement. At the end of the 1 year term,customer may continue to purchase propane requirements from CES
  If the customer choses to change gas suppliers before the end of the 1 year term, the customer agrees to pay $109.00 for INSTALLATION (the word is capitalized in the agreement) of the propane tanks and equipment. Gas installation fees are entirely separate from tank lease fees in applicable.
  Minimum ************** per year required **** fee if not met $129,  Gas per year required ****** fee if not met $89.
  

  The vendor (CES) did not fulfill their obligation under their own agreement, never called me back and charged my credit card without prior authorization. Ive reviewed their Documents and Forms Section on their website. that they referenced in their Terms of Service their sent to you. Their Understanding Your Bill site is broken. Their Privacy and Security Policies are literally two paragraphs where they state that they will never sell my data, nowhere does it say that they expressly reserve the right to use my data anyway they choose to or unilaterally charge my credit card any fees.If they felt strongly about them being in the right, they should have sent the claim to collections.
  
  Further, the Terms of Service Section 5 on their website states that: "In Order to service your account and/or collect any amounts owed, you agree that CES may call any telephone number associated with your account, including mobile telephone number, which could result in additional mobile charges. It is understood and agreed that we may also contact by sending text messages, emails or other forms of electronic means using any email address or contact information associated with the account. Additional methods of contact may include, but not limited to, pre-recorded/artificial voice messages and/or the use of automated dialing devices." Nothing about preauthorization of charges is mentioned therein. 
  
  Lastly, I refute the statement that ***** was hung up on, actually,************** was the one who hung up on me when I took him to task for having the audacity to get upset with me and suggest that he was happy that I was threatening to sever our client vendor relationship because they would charge me an additional fee $63 pick up fee. When I pointed out to him that I would not pay the fee because it was not stipulated in the agreement, he was the one who hung up on me while I was speaking to him mid-sentence.  

   All of this could have been avoided if they called me back and tried to resolve the misunderstanding before it got to the point where we are now. This foolhardy approach allowed me to find a better gas provider without any minimum fees. I've already taken my business elsewhere and will implore others to do the same. 

   

   

   

   

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

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

  Business Response

  Date: 11/29/2023

  We will be picking up our propane tank and issuing him credit for any propane in the tank. 

  Customer Answer

  Date: 11/29/2023

  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:

  How about admitting the fact that you made a mistake and apologizing for your inappropriate action up until this time. I am still shocked that you had the audacity to accuse me of being rude and then claim that I was the one who hung up on your representative when it was your employee to hung up on me. How about reversing the initial charge on top of picking up the tank and giving me credit for the remainder of the gas in the tank. 

   

   

   

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

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

• 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.

  I cancelled my propane service with CES today (8/15/2023) over the phone with ******* at approximately 9:30 AM . I asked that the two tanks I rented from them be retrieved on 8/31/2023. I was told that I would be charged $64 to "weigh" the tanks in order for me to be credited for the propane remaining. I told *******, I never agreed or signed any contract stating that I would be charged this amount. She agreed that I never signed any contract agreeing to this charge but they still would charge me. I told her I still want the tanks picked up and if i was charged this amount I would follow ** in small claims court. She had no reply. I expect them to pick their tanks up that I rented for over $100/year and reimburse me at the going rate for the remaining propane and not be charged a fee of $64 that I had no knowledge of, nor agreed to when I rented the tanks.

  Business Response

  Date: 08/17/2023

  RE: Case#******** (***************************)

  On 8/15/23 ******************* called our office to cancel his acct. He was advised that if he wants credit for the propne in the tanks, there is a $63 charge. We are picking up 2 tanks, where generally it's $63 for each tank, we are billing a one time fee of $63. Please see attached. It states we charge to pick up the tank on both the new customer form, and also all *************************** that are mailed out. He has received this information. in addition, the complaint states he wants credit for the propane at the going rate. This will not happen. If you go into a store, buy something and return it and it's now at a higher rate, you will get credit for what you paid for it at the time of purchase. Same stands for a propane delivery. He has 2 tanks. The 200# tank, last delivery was 8/18/21 and the rate was at $4.14 a gallon. The 150# tank, last delivery was 8/19/19 at $3.79 a gallon. Todays rate is $4.53 a gallon. The credit he will get is what he paid for originally. 

  Customer Answer

  Date: 08/21/2023

  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:

  [Your Answer Here]

   

   Dear ****************,

   

  Thank you for your expeditious reply.  Please provide me with a signed copy of my initial agreement that states the associated fees and a copy of your "updated" fees that you charge. As you clearly stated in your reply, the initial price is not the same as the price today so as a customer, I should have received a copy of those fees initially and any subsequent changes and/or increases that were made for them to be binding. That documentation should be forthcoming in your reply. A copy of an unsigned bill is not unacceptable--especially since I pay my bill online.

   

   

   

   

   

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

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

  Customer Answer

  Date: 08/24/2023

  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:

  1)  to be notified of a charge the day of cancellation is ludicrous.  It is the business's responsibility to notify customers of charges PRIOR to the initial engagement in 2013 andas per your admission there is no signed contract.  When a business modifies its policies/charges it is their responsibility to notify the customers.  This is clearly not "impossible" as you stated as any respectable company does so--.e.g. the electric company notifies all its customers of rate changes and various charges, multibillion dollar companies notify their shareholders of changes, etc.

   

  2) asking me to use the "remainder of the propane" is also asinine and insulting as you are quite aware I just use those tanks for a stove and water heater and have not had the tanks filled for years!

  The next step is yours.  If it is not acceptable. I have no qualms of taking further action.

   

   

   

   

   

   

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

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

  Business Response

  Date: 08/29/2023

  Our company has been in business for almost 60 years, family owned. We in no way ever try to "get over" on our customers. Personally, I have been here for 21 years and honestly am proud of the companies honesty and integridy. With that said, as a courtesy, we will waive the pickup/weigh for credit fee of $64. In no way are we admitting fault. We are not responsible to inform our customer base of all of our fee's, charges or changes in rates. This is stated on every invoice that goes out, which ******************* has received many times. Many companies such as ****** ********* *** do not inform customers of changes, nor are they responsible to do so.