Complaints

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

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  Superior Plus Energy Services, Inc.

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

  
• 

  Superior Plus Energy Services, Inc.

  64 Main Street Leroy, NY 14482

  
• 

  Superior Plus Energy Services, Inc.

  11155 Walden Ave Alden, NY 14004-9688

  
• 

  Superior Plus Energy Services, Inc.

  213 Erie Blvd Canajoharie, NY 13317-1146

  
• 

  Superior Plus Energy Services, Inc.

  3817 Us Route 11 Cortland, NY 13045-9718

  

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:03/10/2025

  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.

  They sent me a bill for 245 for not using enough propane. I have used the same amount of propane for almost 4 years now and never had this fee before ever with them. They say it's in the terms of use but where and why wasn't I charged for 3 years prior? I asked for a manager to call me and he did and was very rude telling me they could make way more money with my tank somewhere else with someone filling it more often. It's not my fault they put a big tank here and that I only fill it once a year for my generator and kitchen stove. It's never been an issue but now it is and they want to charge me! They could of sent me a letter and gave me time to shop around and find another company and switch tanks in the summer. It cant be done now with all the snow etc. They were very rude and unprofessional and I told the manager it was ridiculous and he said no whats ridiculous is the tank is sitting there rusting out and I could make more money with it somewhere else. Horrible customer service rude management and where did I sign saying I would pay this fee 4 years ago????? And why did it take 4 years to get a bill my usage has been the same for over 3 years now. Makes no sense they clearly only care about money and not customers. I pay over a thousand dollars a month to heat my house with another tank with heat oil and I am paying for snow removal and water damage to my house and now I have to pay them 245 dollars cause I didn't use enough propane for their liking unreal!

  

  Business Response

  Date: 03/12/2025

  
  A representative has spoken to the customer and the company has agreed to waive the Minimum Use Charge this year.
  

  Customer Answer

  Date: 03/12/2025

  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:03/10/2025

  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.

  I started my service with Superior Plus Propane on 8/20/24 and the bills that were sent and paid were as follows, 10/4/24 = $19.64 12/12/24 = $139.84 1/29/25 = $37.03. The next bill they sent on 1/31/25 was $470.83. When I called to complain they told me they made a mistake reading my meter and thats what I owed. Then they sent another bill on 2/26/25 for $196.02 totaling $666.85. I'm disabled and cant afford to pay this. They told me to just pay what I can. I made a payment of $100 on 3/3/25 and then they sent me another bill on 3/7/25 for finance charge of $5.56. Now I'm being penalized for a mistake that they made. I was lead to believe that my monthly bill would be around $30, $40, $50 a month and now its 10x that. They should not be allowed to do this to their customers.

  

  Business Response

  Date: 03/17/2025

  Looking
  at the neighboring units, the December reading was incorrect. When read, there
  was a note stating couldn’t read and thought it was the number entered. Mr
  ******** bill for that month was $37, while the other 3 customers ranged from
  $200-$300. The January reading, billed for $370, compensated for the December
  error, or estimate, resulting in the larger bill. The 3 neighbors’ bills in
  January were again in the $300 area. Basically, for the 2 months, all 4 units
  averaged around $500, putting him right in line with the adjoining units. The
  only issue is the PPG in January was higher than December (22 cents).  We
  compensated for the price difference with a $50 credit to his account and are
  also working with him on a payment plan and waiving any finance charges
  associated.

  Customer Answer

  Date: 03/17/2025

  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:03/09/2025

  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.

  Shortly after moving into a new construction home, a seemingly introductory promotion expired and I was charged far more for product. I now pay more than $1.50per gallon more than I could pay if I owned the tank. I did not choose to have a company owned tank, the builders of my home did. (this was not disclosed, but that is another matter and one that doesnt involve the company). I reached out last year after a high (comapred to market price) delivery and then deployed. I have since returned and recently inquired AGAIN on the process of purchasing the existing tank or having it removed. In my inquiry (on or about the 23rd of Jan 2025) I explained that this is a pursuit of facts so I can make a sound decision. Either the company has a process to sell the tank to property owners, or it does not. if it does, how much will it cost me and if it does not, when can I expect the tank to be removed? I spent 3500 dollars in from JAN24-JAN 25, by my estimations I could have saved 800 by receiving propane from a local company not under contract. It is only sensible to perform a Cost Benefit Analysis of this arrangement and make the best financial choice for my situation.

  

  Business Response

  Date: 03/10/2025

  The service office will be contacting the customer today to
  discuss tank purchase and pricing.
  

• Initial Complaint

  Date:03/04/2025

  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.

  After numerous billing issues and repeated attempts continue to do business we finally contacted with a new manager who said that all our problems would be addressed and we could expect smooth sailing. It was not to be. After filling two large propane tanks, I received an extra surcharge for “not using enough propane.” After repeated calls, I finally reached a woman, Shirley, at Superior Propane that said the charge was ridiculous and to disregard. After a few months receiving the same charge, with interest now, I called back. I spoke again with Shirley who assured me it would be taken off my bill. It wasn’t. I changed propane companies in September of 2024. They came to remove their tanks and sent the last invoice which showed a credit of $43.23, which I have included. I never received my credit and didn’t pursue as I was happy to be done with them.
  Yesterday I received three calls from a Superior Propane office somewhere in Pennsylvania saying I not only owed the charge for 2023 but now for 2024! I said I owed them nothing but they in fact owed me and I now want it.
  I received a text communication today relaying that I need to pay my balance. I can set up a payment plan, etc., etc.

  

  Business Response

  Date: 03/05/2025

  The account has been brought to zero and a refund check has been
  requested. Please expect the refund within a week. A communication may have
  been sent on March 4th which can be disregarded.

• Initial Complaint

  Date:03/01/2025

  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.

  First, we never chose to do business with this company. They purchased a wonderful local propane company that we had used for years. Once they bought this company their service was TERRIBLE. They never show up when they say they will. They never give you straight answers. We had reached our wits end when the metered tank they were supposed to be monitoring got to less than 5% full in the middle of the coldest winter we have had in years. We called and waited weeks, no updates and we finally decided to go with another propane company. So, we needed them to come pickup the tank. We waited weeks. They finally came out and sent someone who couldn’t move the tank himself, so he left. Several more weeks passed. My husnpband and two teenage boys moved the tank themselves to be right beside our driveway (which was their job to do) and I must have called ten times to get them to come get it. We received a citation and fine from our homeowners association. They FINALLY after my eleventh call Friday, Feb 28 came to get it. Today I get a bill for $225.18 for this “service”. This is absolutely not ok. We are not paying this. I could not believe they had the audacity to do this. We NEVER signed any contract with them. The company we originally signed up with never charged any fees to bring or pickup a tank. This is outrageous. I will NOT pay this bill. I expect it to be adjusted off of my closed account.

  

  Business Response

  Date: 03/11/2025

  The tank service fee was removed from the account.

• Initial Complaint

  Date:03/01/2025

  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 am filing a complaint with BBB, against Superior Propane’s/Ostermann billing practices. I have had to make repeated calls to get proper billing invoices and statements mailed to me. Recently, I went three months before receiving any kind of statement or invoice. So, not only did I fall behind in payments, but I was also being charged late fees.
  
  Another problem that the billing department refuses to do, is provide a proper account balance (customer service tells me there is no billing department). For example, when I receive a statement, it should list payments made and the account balance as of that date. Alternatively, the invoice should have the account balance listed along with recent charges. Superior Propane has not provided this basic information, as do most other utilities. So, the problem is that I never know how much I owe or if I have over paid. This week I called Superior Propane to get a invoice mailed to me and was told that my balance was $158.00 and when the invoice arrived, it had an amount due of $210.00.
  
  Why can’t they provide me with the account balance on that new invoice? It takes them almost a month to mail out new invoices, which is plenty of time to get that information on there.
  
  In addition, they send out invoices that are always late. As mentioned, this week I received an invoice for a propane delivery that was made February 7, 2025 and today is March 1, 2025. The invoice has a payment due date of March 9, 2025. Most companies allow a thirty-day grace period before they start charging late fess, not eight days like Superior Propane.
  
  
  It should be noted that the billing personnel operates in some sort shadow department. I have tried to talk directly with billing, but was never allowed to do so. Customer service has acted has their front line to billing. Further, I told this week that they don’t have a billing department.

  

  Business Response

  Date: 03/27/2025

  Mr ****** is a metered service customer who currently elects to receive paper invoice and statements through the USPS.  Residential customers who pay their charges within 30-day terms do not receive a statement which may be causing the statement issue. We have now changed the customer account statement setting on Mr. ******’s account se he will receive a statement every month regardless of the balance amount. It is recommended this customer elect to receive email documents to speed up invoice and statement delivery. 

  Customer Answer

  Date: 03/28/2025

  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.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  The issue is that the statements do NOT show what the current balance is. I want to see what charges have been made and what payments have made.  The statements NEVER show what payments have been made.
  

  
  
  
  
  Regards,
  
  
  
  ***** ******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 03/28/2025

  A manager will be calling to discuss the account.

• Initial Complaint

  Date:02/21/2025

  Type:Delivery 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 prepay for the year for my fuel. My tank is now down to now 15 % from which my entire house is running, heat, water tank, stove etc. I have now called twice and I am not on their schedule at all as of 2/21. I am 72 years old with a sprained ankle and I am out there shoveling a path to the tank daily hoping today will be the day. I am trying to heat with electric space heaters and blowing circuit breakers which is not safe. There has to be some kind of law against a company that lets people run out of fuel, especially in this weather. I could literally die and or it could destroy my house if my water pipes break in this weather.

  

  Business Response

  Date: 02/24/2025

  The customer received a fuel delivery at approximately 8:30 this morning (2.24.25). We apologize for any inconvenience.

• Initial Complaint

  Date:02/19/2025

  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.

  Found out that Superior Plus Propane charges a minimal fee if we don't use over 500 gallons of propane a year. They refused to waive it only stating that it is somewhere in the fine print. We use approximately 150 gallons a year in the house we bought last year. We essentially inherited the tank. I feel this is a fairly shady business practice.

  

  Business Response

  Date: 02/19/2025

  A representative from the office called and spoke with Mr ******** this afternoon. Having geotherm, the customer did not realize that he would be charged the MUC. The fee has been waived and will refund the charge if it has already gone through. Also, the tank will be downsized in the Spring. 

• Initial Complaint

  Date:02/18/2025

  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.

  I am writing to report what I believe to be fraudulent activity from our propane company, Superior Plus Propane.
  
  We have a 500 gallon propane tank. On 2/08/25, the gauge on our propane tank was at 20%, or 100 gallons of propane left in our tank. I also looked on Superior Plus Propane's website where it was showing our tank was 28% full, which I thought was pretty close in what their website was showing and what we were actually seeing on our gauge. Per their policy, a tank is considered full at 80%, or 400 gallons, and the tank is never filled over 80%.
  
  On 2/11/25 at 12:46 pm, we received a fill of 375.7 gallons and when I arrived home at 4:00 pm I checked our meter and it read 80%. There is absolutely no way we went through 75 gallons of propane in three days. Our last propane fill was on 12/16/24 for 219.7 gallons, just two months prior to this recent fill. We also burn wood weeknights and weekends. I also went back through our propane records from the past 5 years and we have never ever needed this amount of propane delivered, especially after being filled just two months prior. At most, we should have received 300 gallons, not 375 gallons. An extra 75 gallons at $2.10 per gallon gives them an extra $157.50 in their pocket. This is FRAUD!
  
  My husband called and spoke with a manager. We were told sometimes the gauges freeze and are not accurate. If this is true, then why was their website on 2/08/25 showing 28% full, which is pretty dang close to the 20% that we were seeing on our gauge? And, if our meter is frozen, then why was it showing 80% just three hours after the fill on 2/11/25?

  

  Business Response

  Date: 02/21/2025

  The percentage shown on the customers portal is an estimate only. This
  feature causes confusion as customers believe it to be precise. The gauge on
  the tank is also a general estimate. Tanks are filled by spitter and not by
  gauge. The customer called in on 2/10/25 and stated the tank was at 15% and a
  delivery was made the next day. The tank was replenished until it spit, which
  was slightly past 80%.  The extremely
  cold temperatures and windy conditions since the previous delivery, would account
  for using more propane than expected.

  Customer Answer

  Date: 02/26/2025

  I am trying to understand how customers like us are supposed to keep track of our propane usage and trust that we are getting the amount they say they delivered and be charged fairly if they say gauges can be faulty due to weather. We had 100 gallons in our tank on 2/8/25. They delivered 300 gallons on 2/11/25 but charged us for 375 gallons. This data is going off of the equipment that they provided to us. In the last 12 years, we have never required 375 gallons of propane to be delivered 2 months after the last delivery. 

  

  Business Response

  Date: 03/03/2025

  Again, due to colder and windier
  weather, fuel usages will go up accordingly. Attached please find a copy of the accurate time-stamped receipt. There
  will be a $25.00 credit placed on the customer’s account. 
  

• Initial Complaint

  Date:01/29/2025

  Type:Delivery 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.

  I'm currently sitting with 6% of gas left in my propane tanks and I'm being told that delivery can't be made because my road is unsafe. I live on a gravel road and currently there is about 1 inch of cover on the ground. It is near impossible to clear the road any better. The kicker is that they are sitting on $1,300 of my money because I do a monthly budget, so what is the problem? There has never been an issue with delivering gas here before. So now I'm just supposed to run out of gas in the middle of winter and not be upset? I asked to speak with a supervisor at this location and they refused to speak with me. This needs to get resolved immediately.

  

  Business Response

  Date: 01/30/2025

  The manager of the service office spoken with customer yesterday (1.29.25). The customer was told that a delivery will be made today (1.30.25) as roads and drives should be in better shape. 

  Customer Answer

  Date: 01/30/2025

  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,
  
  ***** *****