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:11/19/2024

  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.

  On 10/28/24 Superior Plus Propane began working on an ongoing propane project at our Condo complex. They performed a rushed job and completed a week long project in just 3 days. To quote one of their own employees "They rushed to finish the project since the inspector was available on site." This rushed job resulted in a gas leak so bad we had to contact the local fire department. When the fire department arrived, the meter readings were "so high for combustible gas that our home was one lit match away from exploding." Rather than initially fixing the problem, they increased the psi beyond the legal limit and blew out the gas valve in my boiler. Due to the propane leak, they put a lock on our meter with the gas shut off. They have not been readily available to remove the lock when needed. I have paid a furnace servicing company 3 separate times and have had to turn them away because Superior has refused to remove the lock. I have been without heat and hot water for over 3 weeks now due to the negligence of Superior Plus Propane. I also have to pay an absurd amount of money to replace a valve in my new boiler that never should have blown out. Multiple other condo units have also had to pay to fix their boilers due to pressure meters being set way too high. This project has caused more issues than it has fixed and someone needs to be held responsible.

  

  Business Response

  Date: 12/10/2024

  Referring
  to a rush job being performed and completing a weeklong project in just three
  days, the customer misunderstood what the technician was saying. The technician
  was telling customer that he needed to get back to work so he could have the
  piping done in time for inspection. Regarding
  the psi and increasing beyond the legal limit, no pressure was adjusted on the
  regulator for unit 11 & 12 after the initial setup.  The leak the customer is referring to was
  caused by a failing gas valve on equipment owned by the customer. Upon
  receiving the gas leak call, we dispatched a technician to investigate. The
  technician spoke with the Fire Department, who detected traces of gas only in
  unit 12. After conducting further leak checks, the technician confirmed that
  there was an issue with the customers boiler. To ensure safety, we locked the
  meter until the necessary repairs could be made.As
  to not being available, the customer did not contact us until Friday,
  11/15/2024 to request that the meter be unlocked for repairs. This was two
  weeks after the leak was identified. We have made several attempts to work with
  the customer to make a technician available to unlock the meter.  Please note, service was restored on 11.25.24.

• Initial Complaint

  Date:11/11/2024

  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.

  For the past 2 years, I have contacted ******** for the removal of a disconnected unused propane tank with continued promises tank would be picked up. I continue to be billed yearly in the amount of $100. for tank minimum usage charge in spite of my efforts to have the tank removed

  

  Business Response

  Date: 11/12/2024

  The tank will be removed by the end of the week and the charges will be credited back to the account. 

• Initial Complaint

  Date:11/06/2024

  Type:Product 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 lived formerly at ** *********** *** **** ********* ** ****** A few days before selling that property, I learned, on 8/20/2024, that Superior Plus had neglected to close a permit which it had opened on 11/5/2020, to replace my 275-gallon oil tank. The permit number is ***************. The tank was replaced in on 12/28/2020 and has functioned well since then. I paid Superior's invoice promptly.
  
  Unbeknownst to me, Superior Plus never closed the permit. When I attempted to do so belatedly, on 8/26/2024, the West Hartford Town Inspector found three code violations and could not close it. The next day, I exchanged emails with Superior Plus representative, Alexandra H*****, Western Connecticut Service Manager. She explained that since Superior had subsequently sold its oil-delivery business, it was no longer responsible and could do nothing for me.
  
  I had to find an independent contractor to remedy the code violations within a month of the home sale on 8/29/2024, in order not to forfeit my escrow. The contractor, ******* ********** ********, performed the work in time, to the satisfaction of the new owner. The invoice total, $3, 280, was paid out of the amount put in escrow during the closing. The West Hartford Town Inspector then closed the permit.
  
  I have formally requested reimbursement from Superior Plus, by means of a letter from my attorney, ***** *** ****, dated 10/24/2024. We have not received a response. My attorney and I believe that Superior Plus is legally responsible for work carried out prior to offloading its oil portfolio in 2023. The company failed to close an open permit and failed to replace the oil tank according to code. I was obliged to pay for the work myself, and have been put to considerable inconvenience, distress, and loss of time. I feel the least Superior can do is to reimburse me for my out-of-pocket expense.

  

  Business Response

  Date: 11/26/2024

  This complaint is being looked into and will hopefully have an answer shortly.

  Customer Answer

  Date: 12/17/2024

  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.
  
  I am glad that the business is continuing to work on a resolution, but cannot accept the response and close the case until a resolution is forthcoming.
  
  Regards,
  
  ***** *********

  

  Business Response

  Date: 12/20/2024

  Please provide a copy
  of the actual invoice which shows a detailed breakdown of costs actually
  incurred and paid by the consumer so we may consider our position vis-à-vis the
  complaint and respond after the holidays.

  

  Business Response

  Date: 04/15/2025

  The check should be received this week.

  

  Business Response

  Date: 04/15/2025

  The check should be received this week.

  Customer Answer

  Date: 04/17/2025

  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. 

  I have received a check from the business for $1689.90.  
  
  
  
  Regards,
  
  
  
  ***** *********
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 04/17/2025

  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. 

  I have received a check from the business for $1689.90.  
  
  
  
  Regards,
  
  
  
  ***** *********
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:10/31/2024

  Type:Product 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.

  This company does not care about the customers that give them money and keep them in business. They only want your money. Disgusting.
  I called the week of 9/2 to cancel my service that I paid in full for the year for because my husband and I were moving (have moved now, we don’t live there anymore.) they said “okay no problem, the refund process takes 4-6 weeks.” We said okay. The week of October 7th (start of 5th week) comes around and we call to make sure the refund is going through as we were moving October 12th. They said yes, keep waiting because it does take 4-6 weeks. My husband called on Thursday the 17th with no answer & again Friday the 18th and they told us “the new homeowners haven’t signed up for services yet, so we can’t refund you” WTF does that have to do with me and MY money?? My husband said no I want to talk to your manager or something because that’s not right. He was told he would receive a call by the end of day. He never got a phone call back. When he called on Monday the 21st no one answered at all. He waited all week to receive a call back but got nothing. On Tuesday the 29th he called AGAIN and they said that the refund process was actually never started until Friday the 18th when he called to check the status and that we had to wait ANOTHER 4-6 weeks. He said no way, let me speak to your manager. The manager did not answer and never called back. AGAIN, Wednesday the 30th, he tried to call and was forwarded to the manager with another no answer, no call back. I am beyond frustrated that they are holding almost $1500 of ours hostage. If we get our money back at the END of another SIX weeks (November 30th-going into December) they will have had our money for around 12 weeks. That is 3 months out of the year that they are keeping our money for a home we no longer live in. I understand they are in an ownership transition at the moment, but people need their money to live and they are giving the run around.

  

  Business Response

  Date: 11/01/2024

  The service office will be contacting the customer. The check will be sent by over-night courier on Wednesday, November 6th.

  Customer Answer

  Date: 11/01/2024

  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:10/01/2024

  Type:Customer Service 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 filing this formal complaint regarding Superior Propane Company’s (formerly *******) handling of my account and their unauthorized charges. Superior Propane acquired ******* recently.
  
  1. Superior Propane discontinued my monthly budget payment plan w/o any prior communication. As a customer of *******, I was used to paying for propane in monthly installments, which helped me manage household expenses. When Superior took over, they canceled this arrangement without informing me or offering alternative options.
  
  2. Superior Propane claims to have delivered propane to my residence on 3 occasions this year, with charges of $840, $840, and $1,171. No records of these deliveries exist in my online account history, nor did I receive receipts or physical documentation of these supposed deliveries, as I did under *******. The meter was also recently removed from the tank.
  
  3. On August 26, 2024, I received an email from Superior Propane (under *******’ name) stating that I had an overdue balance of $2,074.71, attributed to "Converted Balances" of $2,582.71. I have no understanding of what these "Converted Balances" refer to, and no clear explanation has been provided.
  
  4. On top of these issues, Superior Propane processed an ACH transaction on my bank account for $2,074.71 without my prior authorization or approval. This charge was made after I called and requested 9/16 to roll these charges into a new budget payment plan, and I was told they would follow up with me. Then they processed the charge without contacting me or confirming.
  
  5. I requested a call back specifically to arrange new budget payments. Despite this, no follow-up occurred, and they proceeded with the unauthorized charge. Their lack of customer service and transparency in communication has left me feeling frustrated and without proper resolution.
  
  I am seeking:
  
  Immediate refund of the unauthorized $2,074.71 ACH charge.
  A detailed and accurate record of all deliveries, charges, and account balances

  

  Business Response

  Date: 10/04/2024

  In regard to the customer's request for a refund, the credit card was credited in the amount of $2,074.71. The records the customer asked to be provided were e-mailed to the customer at or around October 2nd.

  Customer Answer

  Date: 10/05/2024

  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:09/10/2024

  Type:Product 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 was on a budget plan for propane. At the end of the year I had a credit of $675.46. On 8/2/2024 I spoke to an Alyson M******* and requested a refund of my balance. She said she had put the request for a refund in. It is now 9/9/2024 and I still haven't received my refund. I have contacted Alyson and she said the check was cut and I should have got it. Please help me receive my refund. I paid my budget instantly with electronic payment and I have been waiting for a refund check for over a month. This is terrible business practice.

  

  Business Response

  Date: 09/16/2024

  The manager looked into this issue and saw the check was cut at the end of August and mailed. The customer should have received the check at this point. We apologize for the inconvenience and delay.

• Initial Complaint

  Date:08/11/2024

  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.

  They had not come out to read my meter from November of 2023 to March of 2024. I had to call several times to get them out here. I consequently had a $200 bill in March from them not reading the meter for more than 4 months. The very next month they came out in April of 2024 and billed me $327. My normal monthly bill has averaged $33 consistently for the last year up until this point. I made several phone calls asking to speak to a supervisor and sent 2 emails through the website before a supervisor finally contacted me. He left a message saying he was really busy and would look into it and get back to me and it has been more than a month and I have heard nothing. They have sent me notices threatening to shut off my service. They are also charging me finance charges on that bill.

  

  Business Response

  Date: 08/20/2024

  The manager has been in contact with the customer. An explanation was given and a credit will be applied to the customer's account.

  Customer Answer

  Date: 08/24/2024

  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.
   I was billed for 10 times my normal amount and then he offered me a credit equal to < 15% of that amount. Not acceptable.  Based on the other complaints that I saw on your site this is apparently happened to numerous customers during the same couple of months period that they were switching from ***** to Superior. My bills average $30/mo and I was billed over $300 in April. That was after a $200 bill in March because they hadn't read the meter since November of 2023. Not acceptable. 
  
  Regards,
  
  **** *****

  

  Business Response

  Date: 09/04/2024

  The manager has been given authorization
  to credit you 40% of your usage during the 11/2023 – 4/2024 time frame. 
  There is a credit posted to your account in the amount of $270.20 (71.125
  gallons at 3.499/gallon). 

• Initial Complaint

  Date:07/22/2024

  Type:Service or Repair 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.

  In November 30, 2023, I cancelled my propane delivery service with Superior Plus Propane. On December 19, 2023, I requested they come pickup their 100 gallon tank which still has fuel in it. I was told that pickup would be delayed because personnel were busy delivering fuel. In March or April I called to have them pick up the tank. They said they would handle it. I have repeatedly called to have them pick up the tank only to continuously be gaslighted, pun intended, including today. I think 8 months is more than enough time to remove this tank and send me a credit I have for $14.22 and refund me for the fuel remaining in the tank

  

  Business Response

  Date: 07/23/2024

  The tank is scheduled for pick-up today, 7.23.24, and the refund will be submitted. The refund should be expected within a
  few weeks.

  Customer Answer

  Date: 07/24/2024

  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. I am unwilling to close this complaint until I receive my refund.
  
  Regards,
  
  **** *******  

• Initial Complaint

  Date:05/24/2024

  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 been trying to apply for the Raft program to get a past due bill paid in order to get a delivery for almost 2 years now starting with ******** ******* before the merge. Account number *******. Superior Plus Propane either doesn't call me back, return my emails or tells me they don't give out letters or any form of proof that delivery is on hold which is all I need to be able to submit my application to pay them. During this time they are charging me late fees every month and a fee for not using propane. I haven't gotten a propane delivery in almost two years now due to my account being on hold but unable to get what I need from them for government assistance. We are a low income household and with the way the company has been acting about a letter to get a past due bill paid, I'm doubtful they'll give me what I need for fuel assistance. We have asked for a payment plan for the past due balance and tried to negotiate the $400 bill they merged with our account from the previous owner of the house to get the bill up to date and a delivery. We were ignored for a payment plan and told we had to pay the $400 additional from the merging of the two accounts that we never approved of, no one asked me or got a signature from me saying this was okay. It is not my problem the old owner didn't tell them she sold the house, you can send it to collections. I can't go a third winter without a delivery with someone who is disabled and a newborn living here. We have tried for two years to reach an agreement and unfortunately we haven't. At this point I refuse to speak with anyone on the phone so I can have documentation of our conversations or lack thereof. All I want is the document I need to get the payment to them and the removal of the $400 they dumped on us so I can look for another propane company.

  

  Business Response

  Date: 05/29/2024

  
  This is to inform you that a delivery was made to a tank owned and maintained by ********
  ******* located at *** ****** **** ** **** *** * ** on 3/5/2021. This delivery was billed to the
  previous owner because the Sterling office was not notified that you as new occupants had moved in.
  Our office staff spoke with ***** and there was an agreement and understanding on her part that they
  were responsible for that delivery. The office then credited the previous homeowner's account and we
  rebilled the delivery to the account established for ***** and ****** *********. This action made it
  appear that the balance on the account went up roughly $400.00 seemingly without a delivery on the
  date of September 12,2022. As a result, your account is presently on a delivery hold until the past due
  balance of 120+ days in the amount of $1133.28 has been paid, we are happy to notify you that all
  finance charges that had accrued on said account have been waived. If you have any questions or
  concerns please feel free to contact us at ###-###-####.
  Thank you
  Customer Service Center Manager : Tim M*****

• Initial Complaint

  Date:05/15/2024

  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.

  The company is refusing to serve my property at *** ****** ***** ****, in Greene, New York, though they had serviced my property in the past. I believe I'm being discriminated against because of my age.

  

  Business Response

  Date: 05/30/2024

  In
  reviewing this complaint and issue, it was found that Mr ****** applied for
  credit with Superior Plus Propane and was credit approved in January
  2024. A site assessment was set up in January of 2024 and during the assessment
  is was determined the property was a high-risk delivery and could not be
  serviced safely. When the site assessment was performed, the tech had to leave
  his truck and walk to get to the tank site. The propane delivery truck driver
  would need to back into the dangerous and narrow driveway as there is no turn-around space available. There
  is also a steep drop-off near the driveway at the property. Our company does
  not age discriminate however we do make employee and customer safety a very
  high priority.  The decision not to set up an account was not due to Mr
  ******’s age but rather for safety reasons.

  Customer Answer

  Date: 06/04/2024

  In the last response from the company, they indicated that the driveway was "too dangerous" to navigate.  However, they failed to let you know that they went on my property, without my permission and took the tank that had been there for years.  In essence, they trespassed and took the tank.  I'm attaching the photo of where the tank had been placed before they denied service.  So, clearly, the only thing that has changed since I had service with them is my age and now that I am a senior citizen, they feel they can discriminate against me and even come on my property without my permission, since they CAN safely navigate the driveway.