Business Profile
Energy Service Company
Superior Plus Energy Services, Inc.Headquarters
Complaints
This profile includes complaints for Superior Plus Energy Services, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 100 total complaints in the last 3 years.
- 40 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/02/2025
Type: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.
On June 2nd 2025 I received a bill from Superior Plus Propane for $1529.00. When i called to inquire what this bill was for, I was told that I exceeded my heating season budgeted amount of 990gallons.
I was very confused by this as i can clearly see on the portal that I was locked in to 1325 gallons and had only used 1214 gallons for the heating season.
I was then told that they do not budget for what the customer requests (1325gal), but the budgeting department uses a 3 year average (990gals). I asked for any paper work or a place to find this information on the portal and was told that they didn't give out that information as no contract was signed. I reminded them about what the portal showed and was told that the 1325 gallons was just what I was locked in for pricing. I did not agree to 990gallons. I clearly wanted 1325 gallons. Now I have an unexpected $1500 bill as I thought the monthly budget I was paying would cover my fuel usage.
Business Response
Date: 06/04/2025
A representative from the
company’s Budget Department reached out to Ms *******. It was asked by the
customer if we could lock in her pricing and give her a partial credit. She
stated she would make another payment this month. We feel this was a fair request.
It has been agreed that we will lock Ms ******* in at the price per gallon she
had asked for and credit her account with a partial credit. The remaining
balance will be rolled into the new upcoming budget, and the payment is one with
which the customer feels comfortable.Customer Answer
Date: 06/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that I am still currently waiting on the credit to be applied and confirmation on a few other details, however once confirmation os received, this resolution is satisfactory to me.
Regards,
******** *******Initial Complaint
Date:05/21/2025
Type: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.
Company ran my credit report without my permission. I am not even a customer with them. Resulting in lowering my credit scoreBusiness Response
Date: 05/28/2025
Our company records all incoming
calls to our Sales team. Mr ******* contacted us and was connected to one of
our sale’s representatives. At approximately one minute and twenty seconds into
the call, the representative starts the on-boarding process. Approximately four
minutes and fifteen seconds into the call, it was explained that to have an
account set up, a credit check would need to be run. This is standard company
practice. The representative specifically asks Mr ******* for his verbal
consent to run a credit check to which he replies in the affirmative.Initial Complaint
Date:05/01/2025
Type: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 detailed summary is in the attached pdf.
I am being charged a rental fee on propane tanks that have been in place for almost 20 years which I have never been charge for before. I was also given no notification that the fee was being imposed.
During my investigation, I also believe that I am the owner of the tanks so Superior is trying to charge me for tanks that I own.
Lastly, I had asked to have these tanks replaced several years ago but they were never replaced.Business Response
Date: 05/01/2025
In reviewing Mr ****’s account and
file, we were able to locate his executed credit application and residential
customer agreement, which we attach here for your reference.
You will see the section
immediately below the customer information box is titled “PROPANE EQUIPMENT
– *** OWNED.” The second sub-heading in that section, marked “Equipment,”
confirms that “[a]ll equipment owned by *** will remain the property of ***.”
This page was initialled by the customer at the lower right-hand corner. As
such, while we cannot speak to the basis for Mr. ****’s belief in his ownership
of the tanks, the contract clearly states that the tanks were not sold or
gifted to the customer. We also note that Mr. ****’s comment that he “had asked
to have these tanks replaced several years ago” is also inconsistent with his
stated belief of ownership of the tanks.
You
will also see that the first line of the sub-section titled “Prices and Fees”
specifies that the customer will purchase a minimum of 100 gallons per year. At
current prices, that minimum purchase would be close to $500. As such, in order
to provide the customer with some relief, we have elected to charge the
customer a significantly more modest fee of $132.50. If Mr. **** would prefer
to make a purchase of at least 100 gallons at this time, we are prepared to
waive the $132.50 fee.Customer Answer
Date: 05/02/2025
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.
The response from Superior was not completely accurate. They sent me the second page of the agreement in the attachment. The first page indicated that the agreement was for a previous tank that I owned in 1999. I discovered this in my conversation with Amber W******** of Superior. The ownership of the 2 pool tanks in question was not resolved. I still believe that I bought those tanks in 2006. Amber tried to tell me that the agreement from 1999 also held for the tanks in 2006 and that the rental fee was also for inspecting the tanks during filling.Lastly, I was not offered the option to purchase 100 gallons during our conversation. That conversation did not come up.Nonetheless, I paid the invoice for $132.50 and requested that the two, rusted tanks for the pool be replaced. The tanks are 20 years old, and I have painted them several times. This replacement is scheduled for June 4rth. Please keep this complaint open until mid-June. As I stated in my original complaint, I was promised to have the tanks replaced several years ago and it was not done. I am certainly not happy with the response from Superior but I don't want to go through the hassle of switching propane suppliers at this time.
Regards,
***** ****Initial Complaint
Date:04/23/2025
Type: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.
I received an invoice from them for $190 for a minimum usage fee since we had not used any propane in a year. When I called and enquired to them why since we had not received any fee like this before, she just said it was policy and there was nothing they could do. I told them I no longer needed the service since we removed all of the propane appliances and she then told me I had to pay another $160 for them to come get the tank and cancel the account. So now I owe them $350 just to cancel services?
She did say they would credit me any propane left in the tank (which should pretty much be full since we haven't used any). Regardless, it seems like poor business practice to begin charging a fee you never charged before and then charge a customer another fee to remove service when this was already here when the house was purchased.Business Response
Date: 05/01/2025
Following a review of Mr *********s
account, we have no record of receiving any notifications that service was no
longer required. In light of this information, which is new to us, we have made
arrangements to pick up the tank. In consideration of his long tenure as
customer, we will not charge pick-up or pump-out fees for this service.With respect to the customer’s
specific complaints, we shall waive the minimum use charge and will send a
check to the customer for the value of the propane remaining in the tank.Customer Answer
Date: 05/01/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
****** ********Initial Complaint
Date:04/17/2025
Type: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.
I received a bill from this company on April 16, 2025 for $65.25 and did not receive any propane. Upon calling to ask what this bill is for they informed that it is for propane I did not use. That has to be illegal and completely wrong of them to do this to any one.Business Response
Date: 04/30/2025
Following the receipt of the complaint regarding a minimum use
charge (MUC), we reviewed Ms ****’s account. In the spirit of good will, the
fee will be waived for this year and the amount of $65.25 will be credited back
to the account.Customer Answer
Date: 04/30/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
**** ****Initial Complaint
Date:04/16/2025
Type: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.
We have been customers with them for over 30 years. The last time I had propane filled was 10/13/2023. Attached is the invoice showing they pumped 199.9 gallons. We received an invoice in the mail for $226. I called and they advised me that they are enforcing a old policy that if you don't have 200 gallons pumped with in 12 months they charge a minimum charge. We have never in the 30 years ever been charged this. I asked when the policy changed she said it didn't we decided to enforce the policy seeing we are losing money on you. There was no warning nothing letting us know of this. She advised it was in our original contract which is over 30 years old. How would anyone know that. I asked to have it waived seeing they pumped 199.9 that isn't my fault if it needed to be 200 they should have advised me of this. I want this fee waived. If they would have sent out a letter advising they are charging this now I would have had my tank filled to avoid it. She refused to waive said they have every right to charge this without warning anyone.Business Response
Date: 05/08/2025
We recognize that Mr ******* has
been a customer for many years. With that in mind, the minimum use charge (MUC)
for 2024 has been waived and credited back to the account. However, we do note
that the minimum use requirement remains applicable. If Mr. ******* does not
anticipate meeting the minimum use threshold in years to come, we would offer
him the opportunity to terminate his contract so that he can enter into an
arrangement with a propane supplier that is a better fit for his needs.Initial Complaint
Date:04/03/2025
Type: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.
Ben with company long time, never was charged for not using less than 15 gallons. They did not warn me i was going to get charged. I called them to come get there tank. Tank is still here. I have new propane company, does't charge minimum usage. i have not paid $60.00 they keep sending me bills.Business Response
Date: 04/08/2025
The minimum usage charge
(MUC) was clearly spelled out on the reverse side of the Propane Customer
Service Agreement executed by Mr **** in 2008. Notwithstanding our contractual
right to charge such fees, we have credited the minimum usage charge back to
the account as a matter of goodwill. A work order has been generated regarding
the pick-up of the tank.Initial Complaint
Date:03/27/2025
Type: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.
On March 26 we received a bill from Superior Plus Propane for 333.19. Since a propane truck could not have traveled on our seasonal road to our house( road closed by Town of Webb for vehicles over certain weight) I phoned the local office. I was told that the charge was for “ a minimum use age fee”. We were told that due to the size of our tank( which were installed over 30 years ago by Griffin Oil) we needed to use/ Purchase 400 gallons per year. For the period from March 22, 2024 til March 22, 2025 we had only used 150-250 gallons. I told them we NEVER in the 30+ years had we ever been charged this fee. They said it was in our contract that they could do this, but never had before. But they were “losing money” now and had to charge it. We never signed anything agreeing to that. We were never told that the company was going to”activate” this supposed details in the contract”. We received NO written, email, or phone notification that we were going to be charged this fee. The only contract we signed was over 30 years ago with Griffin Oil and there was no such clause. We never signed anything with Superior Plus Propane when they purchased Griffin Oil. I called and spoke to Three separate agents. I requested they send me a photocopy of the supposed contract that we had signed. I was told that even if they didn’t have a signed contract that they could still charge us this minimum use age fee. I contacted another propane supplier in our area who told me they do not charge a minimum useage fee. I have tried to resolve this but get the same answer each time. We are going to switch to the local propane company I spoke of as soon as they credit our account for the $335.19. Please help. Thank you
********** ****** ***** * ****** *** ** ******* *** * *** ***** , NY service address
*** ****** *** *********, NY
Billing address
###-###-####
###-###-####
*****************Business Response
Date: 04/02/2025
We first wish to note
that notice of the MUC was provided to all customers by way of mail-out in
December 2018. There may have been some mishap that prevented this notice from
arriving at the ************* household. Nevertheless, the Company is prepared
to credit the ************* account in the amount of $335.19, bringing the
account to a zero balance, and will thereafter close the account. We do wish to
note that the Company is grateful for Mr. ******’ long history with the
Company, is sorry to see Mr. ****** close his account, and wishes the
************* household all the best moving forward.Customer Answer
Date: 04/02/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
However I have 3 questions. What is the charge for tanks removal? Will we be reimbursed for the remaining propane in our tanks by check since our account will now be closed? Can we schedule our tank removal to coincide with our new provider? Keep in mind our residence is on a seasonal dirt road which is closed now by the town due to spring road conditions.
Regards,
***** ******
********** ******
Initial Complaint
Date:03/24/2025
Type: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.
I have been a customer of Superior for the past 16 years. During that time, there has never been any problem. In January, this year, my tanks were filled. In March, I received a bill for a $100.00 recurring service charge because of the quantity of gas used. I never received any notification, nor was I given the opportunity to make any changes prior to the charge.
I spoke with a representative who informed me that she was sorry, but nothing can be done about it, and also that there would be a $160.00 per tank charge for disconnection and pick-up. She claimed that I could not bring the empty tanks back personally because I needed a hazmat certificate to do so, which is an outright lie. (I am a retired truck driver and am familiar with DOT regulations).
Superior charged me $6.00 per gallon on the last bill. I paid it on time. The service charge brought the cost of the propane to $8.57 per gallon. According to *******, the average cost of propane at the time of delivery was $2.57 per gallon in my area, so, according to their billing, I would have to pay $177.00 dollars more than the state average for the quantity delivered, plus $320.00 to disconnect and change to a different company. That works out to $497.00 for 30 gallons of propane.Business Response
Date: 03/26/2025
The service charge will be
removed from the account and the equipment will be picked up, at no fee, when
the customer is ready.Customer Answer
Date: 03/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** ******Initial Complaint
Date:03/24/2025
Type: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 called the merchant in April of 2024 letting them know that I sold my home and that I wanted to cancel my propane service. "No Problem" they said. Then, a month after I'd closed on the home sale and no longer owned it, the merchant delivered propane and billed me. I called them. They said "No Problem, we'll correct our records". Now, every single month, I get a bill from the merchant. Every single month I call the merchant at ###-###-#### and tell them I am no longer a customer, I remind them that they delivered propane months AFTER I cancelled my account. Each time they say "No Problem. All Fixed". Then, I get another bill from them. Now, they are sending me threatening letters about "Collection Agency". So, calling the merchant does not solve the problem, and I resorted to filing this complaint.Business Response
Date: 03/27/2025
The account for Mr ******
has been closed. There is now a zero balance and no further contact from the
company will be made.Customer Answer
Date: 03/27/2025
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.
They still owe me over $400 for the gas they charged me for, and so far all I have received is a bill showing a negative balance. No refund has been issued for the gas they sold me, but which they then took away when they removed the tank.
Regards,
******** ******Business Response
Date: 03/28/2025
The check was issued on Wednesday and mailed. It should be received within a week.
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