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.

close

Find a Location

Superior Plus Energy Services, Inc. has 69 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/09/2024

  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.

     On 4-9-2024 call and told them I wanted to make a $50.00 payment to my account. Instead of the $50.00 payment I requested they took $320.79 from my account. I called with my complant they told they would credit my account. As of this ??? it has not. I want to make sure they don't do this buissens pratice to anyone else. Thank you

  

  Business Response

  Date: 05/17/2024

  Mr ****** called to pay the full
  balance on the account. There was no mention of taking only $50.00. Once Mr ******
  saw he was charged a tank removal fee, it was then he called the office to
  discuss. It appears Mr ****** was attempting to off-set the pick-up fee by
  having Superior refund the delivery and only take $50.00. Tank pick-up fees are
  a normal course of business.

  Customer Answer

  Date: 05/17/2024

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

• Initial Complaint

  Date:05/08/2024

  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 called Superior Plus in February because my boiler was not turning on. Superior plus said they would send someone for a service call, he arrived about 3:30 in the afternoon. I told him my boiler was not turning on and he said do you have propane?I had propane so the worker said he could not help me, they don’t have a service department. The worker never even stepped foot into my home. I receive a bill for 149.00 dollars for a service fee. I have called at least 3 times and no one is calling back. It is documented with a couple of ladies in the local office that I have been calling to straighten this matter out. Meanwhile Superior Plus has suspended my propane delivery over this matter. I feel that this is very unfair to me. I pay my bills but refuse to pay for a service call that never happened.Please let me know what to do as I need my propane delivery.. thank you..

  

  Business Response

  Date: 05/13/2024

  On 1/26/24 we received a call from Ms. ***** for no heat or
  hot water, we first suspected she was out of propane, however, she has a tank
  monitor and that was showing she had about 50% in the tank. She was adamant
  about us dispatching someone asap to get her problem fixed. Our tech was pulled
  off route to investigate, he checked the tank and confirmed 52% in the tank, no
  issue was found with the regulator leading him to knock on the door and speak
  with Ms. *****. He was greeted by Ms. *****,  confirmed with her she had
  no heat/hot water, he wanted to see if could fix the issue. He was turned away
  due to his muddy boots and the fact that he said he wanted to see if he could
  fix the system as we do not work on equipment inside the home, that is all done
  by 3rd party.

  The fee that is being charged in an off route dispatch fee
  to pull our tech’s from their regularly scheduled work to assist customers in
  need. 

  Customer Answer

  Date: 05/15/2024

  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.
  
  
  Hello,

  I can agree with Superior Plus’ records up until they said I rejected a service. No service was ever offered. I was told “there is nothing I can do for you.” At no point did the repairman offer to work on the system. 
  

  I did not turn him away, I simply asked why he was sent out if he could not work on a propane system. His “muddy boots” were of no issue to me, in fact he’s the one who pointed them out as a reason to not come inside. He then offered to get boot covers from his vehicle and I agreed, but he followed that by saying he could not work on the propane system at all.
  

  There is no reason I would’ve turned him away. In fact, at this point I was admittedly irritable as I was so desperate to get my system going again. I had no heat or hot water. I most certainly would not reject the person fixing it, instead I was frustrated because he said he couldn’t. I simply asked why he was sent if he couldn’t do the repair. I must ask if you have my rejection in any form of writing? Or is it simply the repair man’s word? If so, I do believe that is a conflict of interest. 

  Charging me any amount of money for this “transaction” is simply fraudulent. We both know and admit no repairs were done. I did not turn the service away, and have not yet been provided evidence otherwise. Please take this bill off of my account as it is clearly unjustified. I do not wish to raise the issue with the rest of my community, but I will if no correction is made. We shouldn’t have a contract with a company that takes advantage of the elderly.

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

  
  

  

  Business Response

  Date: 05/16/2024

  Please be avised the $149.00 will be credited back to the customer's account. Also, any finance charges will be expunged.

• Initial Complaint

  Date:03/23/2024

  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.

  This fuel company has been charging me fraudulently. In February 2024, they arbitrarily increased my fuel cost from $3.60/gallon to $4.35 a gallon. On March 23, 2024, they fraudulently charged me $758.81, claiming they filled my propane tank with 177.7 gallons (they never refilled my tank, as it is still empty).

  

  Business Response

  Date: 03/27/2024

  With respect to the customer’s allegation regarding a failure to
  refill the tank, it appears we mistakenly billed him for a delivery made to a
  different address, which should have been billed to a different account. We
  have corrected this error.With respect to the allegation that his tank was “empty,” the
  customer is incorrect – their tank was not empty. In fact, today we made a
  delivery of 226 gallons of fuel to the customer. This is approximately 45% of
  the tank’s capacity, as the customer’s tank can hold 500 gallons of propane.
  Had the tank been empty, the delivery would have been considerably larger.With respect to the customer’s allegations regarding pricing, we
  note that the customer was previously offered (and declined) a fixed price
  plan, which would have fixed his propane cost at $3.60/gallon for the season.
  Because he declined fixed pricing, his propane cost rises and falls in
  accordance with the market.Although the customer had previously declined to avail of our fixed
  price offer, as a goodwill gesture we have billed the customer’s most recent
  delivery at $3.599 per gallon. We have also arranged it so that for the
  remainder of the heating season the customer will be billed at $3.599 per
  gallon. In other words, we are entering him into the fixed price plan so he
  receives the price he would have received had he signed up for that plan.

  Customer Answer

  Date: 03/28/2024

  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:03/18/2024

  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.

  We have been a client of ******* for 7 years now, since April 2017. For 7 years we have been on auto delivery and have paid ******* without any interruption. On March 31, 2023 we paid ******* $981.22 and our online account indicated current and in good standing. In February 2024, it was identified that our tank was EMPTY. Our auto delivery had apparently stopped without any notice from *******. Upon going into our online account, again the account indicated current and in good standing. Upon calling ******* we were advised that a rental fee was assessed to our account in April 2023 - so mere weeks after ******* was paid close to $1000. In August, ******* apparently cancelled our account for lack of paying of a $129 rental fee that we had never been made aware of, have no email correspondence about, AND as we are signed up for text alerts, did not recieve any alert in that fashion either. Upon talking with *******, we were advised that we must pay $128.74 in order to reinstate our account in order to be able to order fuel - that was supposed to be auto delivered. Once we paid that fee, that we had never been assessed before, we were told that we were on the list and fuel would be delivered in the next 5-7 business days. We could get the fuel delivered earlier if we were to pay an additional $200, we could get second day delivery, OR pay $400 additional and we could get next day delivery. So after being good paying clients for 7 years, ******* places a bogus fee on the account, cancels with no notice, and then extorts additional money from their clients to get fuel delivered expeditiously when you have no heat source in the middle of February. I am so thankful to be a part of the ******* business family.Absolutely horrendous policies and procedures and allows their agents 0 ability to help their clients.

  

  Business Response

  Date: 03/08/2024

  ******* has sold the Propane business to Superior.  I have passed along the complaint and customer information to them so that they can reach out to their customer.

  

  Business Response

  Date: 03/27/2024

  Just so you know, this is the exact complaint sent to ******* in February and was resolved on February 25^th.

• Initial Complaint

  Date:02/21/2024

  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 paid my full balance and for a full tank of propane. I asked to have my account closed upon selling my house-and also asked what was the typical procedure for closing an account when there is propane left in the tank. I don't know if the new owners wanted to use the propane or not, but it was already paid for and they will not close the account or stop my service. I keep getting bills every year after asking repeatedly to end my service. I paid close to $300-maybe more to fill the tank and if there was a fee associated with removing it or a refund due to me, it has not been communicated. They just continue billing me. I submitted a previous complaint, which went unanswered. I called today and got a recording stating please hold due to high call volume, then it sounded like someone picked up, but did not speak for close to 5 minutes so I hung up. I have emailed the local contact (Debra), and have also submitted requests through their main website. I would like them to pick up the tank free of charge for the all of the confusion and frustration they have caused and issue a refund to me if there is still propane in the tank. (which I imagine there is since it was full when I moved out, but continue receiving "minimum usage charge" and they have placed my account in "past due" with late fee assessments. I anticipate they are now attempting to file it on my credit report instead of simply closing the account as requested over 2 years ago. Beyond frustrating.

  

  Business Response

  Date: 02/26/2024

  Superior
  will be crediting the minimum usage charge (MUC). A service tech will be sent
  to pick up the tank at no additional fee and any product remaining in the tank
  will be credited and a refund will be issued.
  

  Customer Answer

  Date: 02/27/2024

  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:02/10/2024

  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.

  When deciding on which propane company to use I contact Superior Plus (the Osterman) for service. On the phone they sounded good. However when they sent me a contract to sign I did not like what was in the contract and I DID NOT sign the contract. They have never provided any service to me or to the property. However, they have sent me monthly bill and want to charge me for not using their service. I would like them to stop sending me a monthly bill. I repeat there is no contract with them and they have provided no service to me or to the house.

  

  Business Response

  Date: 02/12/2024

  This
  appears to have been an administrative error pertaining to an account set-up.
  The charges will be removed, bringing the account to zero, then the account
  will terminated.

• Initial Complaint

  Date:01/23/2024

  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.

  On 8/3/23 I began the process burning propane as my main source of heating, The set rate was 3.92 per gallon I had 76.7 gallons delivered. the next Fill up was on 11/15/23 117.9 were delivered at the same price as previous. Realizing I would be burning a considerable amount of propane I called customer service. I spoke with Melissa C*** to try and negotiate a better rate per Gallon. Melissa was able to reduce the Price per Gallon to 3.67, on 12/12/23 a delivery of 145.3 gallons was delivered at the price of 3.67 per gallon, as a result according to Melissa I was placed on a tier two level of price per gallon do to the amount of propane i would be consuming however my next fill on 1/2/2024 of 95.7 gallons was priced at 3.92 less a 5cent discount for being a veteran. I called Melissa to discuss the price increase. Melissa stated the price of propane nationally increased so therefore they would increase for their customers. A check of the national average as well as with other local propane companies prove her statement to be false. I feel this company is price gouging!!. the current rate is 4.37 per gallon on my account and I expect it will only go higher as the price has increased by 10 cents each day for the last four consecutive days the price per gallon has risen from a negotiated 3.67 per gallon to where it is know 4.37 in one month. my tank is nearing another refill and it appears the closer the refill the higher the price per gallon will be...I feel i'm being taken advantage of. this company's pricing is almost double the national average. I will be exposing this company for what it is, a fraud.

  

  Business Response

  Date: 01/26/2024

  Customer was contacted. He explained he is no longer
  burning wood due to a back injury, of which we were not aware. The usage
  increased from 97 to 634 gallons in one year and was placed in the corrected
  pricing tier. At that time Mr. ******* did not understand that the 75 cent
  difference was given due to the increased usage, but he felt as if he was
  getting taken advantage of. Customer had not signed up for lock-in or pre-buy
  therefore he was at variable rate. Time was taken explaining the difference
  between fixed vs variable and the tier pricing. Customer was also made aware of
  the PURL program that begins in May to lock in to a fixed rate. The customer seemed thankful for the time spent with him and the explanations.

  Customer Answer

  Date: 01/30/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, However some of their comments are not accurate. I will accept the response and resolution they provided for now and continue to monitor the rates within the state of CT.    
  
  Regards, 
  
  **** *******

• Initial Complaint

  Date:01/22/2024

  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.

     This complaint was taken over the phone by BBB Employee *****. Consumer is having a kidney transplant in two days and is in need of her  propane tank filled. She had made a request for a delivery on 1/17/24 and nothing had been received.    Ran out of propane- Pipes are frozen due to outage. Five days ago I placed and order for propane and they could not give a date for delivery. The business has sent me a bill for a delivery charge of $200.00. My account # is ********

  

  Business Response

  Date: 01/30/2024

  A call came in on 1.18.24 stating the driveway had been plowed. A delivery was made on 1.22.24. This was paid by HEAP. There is no invoice showing for $200.00.

• Initial Complaint

  Date:01/20/2024

  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.

  we sold our house in westfield MA 8/29/23. we lost a house we were supposed to buy; therefore we had to rent a room for 3 mo, while we reno a fixer upper in winsted ct 9/6/23. We met shortly after wi/ past owners superior propane, & was told unstable for connection, do to unsafe conditions, (even tho passed prof. inspection), so superior shut off usage for heat. He promised to come in 1 week, to repipe for safe useage & unlock tank. I called the co. @ least 20 xs wi/ no response, even tho I repeatedly received promises to resolve wi/ secretary's. Family Propane was hired as our provider, placing new tank on the next day, so we could have heat. I CA superior, & was told refund would happen, disconnected tank would be picked up, & we get reimbursed fuel cost. Unsure of amt they owe us, but prob. around 500$ total??? transactions were made on phone, thru *** acct. 10/20/chk #**** was cashed for 105.29. constantly calling wi/out any response. I want the tank out of my yard, & fully reimbursed for fuel in tank & all funds sent & cashed. Thank you.

  

  Business Response

  Date: 01/24/2024

  The customer was contacted today. Explained that we tried to
  pick the tank up yesterday, but unsuccessful due to the very icy condition of the driveway. The pick-up has been
  rescheduled for next Monday and customer is fine with that time frame. Customer was told she would be credited the tank rental fee of $105.29, as that was the
  only amount due back. She never purchased the gallons in the tank from us and
  the previous owner was credited the gallons. The tank is and had been locked.
  She understood and is all set. 

• Initial Complaint

  Date:12/31/2023

  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.

  Prepaid approximatley 440 USD for a propane fill that was supposed to take place on 12/26/2023 after being told by an employee of ******** that they will be there that day....they never arrived. So I called again and they said they will be there 12/28/2023 never arrived. Called 12/29/2023 and was told that already came. Arrived home and the tank was almost 0 percent.
  
  Called again and was told they will be coming today 12/29/2023 at some point.
  
  A womna named Beth i beleive called and began to act like ti wasnt their fault, every excuse in the book. Just awful company that needs to be shut down. Thats basically stealing after prepaying and being told 3 times they will be there on 3 seperate occasions.

  

  Business Response

  Date: 01/08/2024

  Please be advised that the customer was answered through the Company portal in which the customer also left a message.

  Customer Answer

  Date: 01/08/2024

  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,
  
  ***** ****