Complaints

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

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  VEO Energy Systems

  79 Saint John St Monticello, NY 12701-2132

  
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  VEO Energy Systems

  PO Box 1440 Monticello, NY 12701-8440

  

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:03/17/2023

  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.

  Hi,I have this VEO propane for my upstate house which is winterized and I keep on getting crazy high bills.Every time I call, all they say is You need to pay this bill within 30 daysOr there is a leak somewhere or the meter is broken, something doesnt make sense.From last months billing cycle, I was there for 3 days, and my bill is $138.30, the rest of the time the unit was closed and winterized.I spoke to my neighbors there who didnt winterize, he has his heat on 50 all year round and his bill last month was less than $130. 00.. less than my bill. I would appreciate it if you can look into this matter and get back to me as soon as possible.Thanks for your help.*****************************

  Business Response

  Date: 03/21/2023

  On January 31st, 2023, our computer system generated a statement due based on propane gas flowing through the meter for the previous month's usage. On 2/7/23, the customer was emailed a notice regarding a past due balance on the account. On 2/9/23, the customer contacted our office regarding the balance due and we explained the details of the bill. On 2/14 the customer called in stating his home was winterized and he wasn't going to pay for the gas usage. We asked for proof of this, to which he sent a couple of screen shots from persons unknown, stating that the home was winterized. No documentation from a contractor was provided that this had in fact been done. He also stated he had been up a few times that month and used the home which negates the claim of winterization. On 2/21/23, we sent a technician to inspect the gas meter and gas system both outside and inside the home. The tech found the system had NO LEAKS, and the factory sealed gas meter was operating as designed.  We tried to explain this to the customer, but he did not want to hear it.  On 3/17 the customer emailed again, demanding we disconnect the gas service to the unit. We sent a technician within one hour of his request and locked the gas flow into the building.  Photos of same  were put on his file. We have thoroughly explained the situation to the customer on numerous occasions but he has not been open to reason. Our position is that if the meter is operating as designed and no gas leaks are found either outside or in the building, then the gas was used by the customer.  A text message copy from an unknown individual does not provide the documentation to contest this charge from our point of view. We have done our due diligence to explain the billing and the fact that nothing is leaking or has leaked up and until we locked the gas service as he requested. 

  Customer Answer

  Date: 03/22/2023

  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]

   

  Hi,

  could you tell me when a technician inspection was made in the house?

  I am not aware of having a technician come down.
  
  They have told me that if I want a technician there is a fee of 250 plus tax

  Thanks

   

   

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

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

  Business Response

  Date: 04/18/2023

  Not sure what case you are referring to. Did you receive my E-Mail this past Friday in response to your E-Mail below regarding the appointment to test your meter? I would just need confirmation that it is ok for our technicians to come no later than 3:30PM this Friday (4/21/23) as you requested.

   

  Thank You for your Time in this Matter

   

  *******
  
  *** ****** ******* ****
  
  *
  *

  Customer Answer

  Date: 04/18/2023

  Hi *******,
  
  this Friday (4/21/23) 3:30PM would be great!
  
  
  Thanks.
  *****************************
  ************