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:12/21/2023
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 cancelled my propane service in the first week of October bc I moved. Superior came and measured my tank levels and said I'd have my refund check in 6 to 8 weeks (which seems excessive). Well, it's been 10 weeks and still no check. When I call, I'm told different things and dates and even that the check was cut but it takes another 6 weeks to get to me?? Not acceptable. I want my money please, immediately. Thank you. Service address was **** ****** *** ******* ** *****
Business Response
Date: 12/22/2023
There was an inadvertent oversight and at this point
the refund has been expedited. The expediting will be monitored and follow-up
with Mr ******* will take place to assure receipt of the refund.Initial Complaint
Date:12/19/2023
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.
My propane account was closed by me 10/19/23, the tank was picked up 10/20/23. I've called twice and used their online account form to question when I will receive the refund of the propane in the tank. My online account shows it to still be open with a credit of $390.30. The person I spoke with at the Red Creek NY office confirmed this. It's now been 60 days and I'm still waiting. Obviously I could use this refund.Business Response
Date: 12/19/2023
There
was an inadvertent oversight and at this point the refund has been expedited.
The expediting will be monitored and follow-up with Ms ****** will take place
to assure receipt of the refund.Customer Answer
Date: 12/20/2023
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please be aware I have been promised this twice already. If the refund does not come, I will be filing again. Thank you.
Regards,
****** ******Customer Answer
Date: 01/08/2024
This account was closed with the help of the BBB. Superior Plus Energy was very stubborn and rude about closing my account and refunding the balance. After filing with BBB I finally got this resolved. Now, apparently a new billing cycle has gone through and it appears they did not close my account and have charged me another $96 for tank rental - of the tank they took away back in October of 2023. I can't get ahold of these people, and when I do they outright lie to me. I just want the account closed.Business Response
Date: 01/08/2024
The charge has been removed and the account has been re-termed.Customer Answer
Date: 01/08/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
I do not want my account 're-termed'. I want my account completely closed to avoid future issues.
Regards,
****** ******Business Response
Date: 01/09/2024
The account has been closed and termed.Initial Complaint
Date:12/08/2023
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 am Disputing that Superior Plus Propane. They picked up my tank with 66 Gallons of Propane in it, which adds up to 269.94 that they said they would pay me but I got a bill on 11/8/2023 saying that I own them 107.75. they kept the 66 Gallons that I paid for.Business Response
Date: 12/12/2023
At this time, the tank pick-up fee has be waived and
the refund check request has been submittedInitial Complaint
Date:11/16/2023
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.
My domestic propane supplier, Osterman, was taken over by Superior Plus Propane last year.
In September 2022 I paid them 178.16 for domestic propane delivery. I use propane for cooking only, and get a scheduled yearly delivery. My propane usage has remained constant for the 23 years I’ve lived here.
They delivered again on 09/25/23, 35.8 gals at a cost of 176.46, which I paid immediately by mail.
On 10/12/23, I received notice from the company that the bill had been paid. AND a separate surcharge for 90.00, "because the delivery amount was less than 50 gals".
Since I did not receive any such charge last year, I want to know if this charge is valid. Is this legal? It is MORE THAN HALF of the charge for the actual product.
Can you advise me? This seems very unreasonable. And to send an unexpected bill which arrives on 10/12 and demand payment by 10/31 seems predatory. I have not paid.
I have now received a second bill.
My account number is #*******. The invoice # for the surcharge is #********.
I have no written contract with Superior Plus that I know of - their delivery notices say "Superior" and their bills "Superior/Osterman" and my check was written to "Superior."
And does the following refer ONLY to heating oil/propane? Does propane for cooking count? Is it their business what I use their product for?
Per the State of CT website, Substitute Bill no. 23, AN ACT CONCERNING HEATING OIL AND PROPANE GAS CHARGES:
"Sec. 2. Section 16a-22b of the general statutes
(b) No retail dealer of fuel oil or propane shall assess a residential customer a minimum delivery surcharge on any delivery initiated by the seller, including any delivery under an automatic delivery agreement."
I have contacted the State of CT Consumer Protection and awaiting a response.
Anything you can tell me concerning my consumer rights in this case would be a help. I am on a fixed income and cannot afford this. ******* ******* *** * **** ** ****** **** ** ***** *** *** **** *** *** ****Business Response
Date: 11/17/2023
The customer was contacted and issues discussed. The fee was waived.Initial Complaint
Date:11/14/2023
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.
Moved from a location and cancelled account. Two years later get a bill for $90 for non-active account charge. I haven’t lived there in two years, nor am the owner or lessor of the equipment. This is totally criminal behaviorBusiness Response
Date: 11/15/2023
The client was contacted. The account has been termed and the $90 fee reversed.Customer Answer
Date: 11/15/2023
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:11/03/2023
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.
While servicing one of our boilers, their technician informed me that he drove into our composite concrete & stone wall knocking it over and causing what estimates have shown to be $2,500 worth of damage.
Immediately after it happened, the technician (Chris) looked at me and said that he could not believe that I was concerned over the stone wall damage that he caused.
After several phone conversations with their service manager (Aaron) and several personnel in their office, they are all refusing to discuss. Aaron told me that he had no knowledge of their company person's name that would handle insurance claims, and refused to provide me phone contact information for us to contact the insurance claims department/person directly. He told me that he could not understand why we wanted the stone wall repaired prior to the weather turning too cold for the contractor to perform the concrete work. He then proceeded to hang up on me. This occurred the morning (Nov 1, 2023) in the middle of the conversation. He does not want to be bothered.
After dialing their Concord NH office, I asked to speak with the terminal manager, they first told me that they did not know the name of the terminal manager. After me insisting on the name, they finally provide me with the name of Keith. In order to put me in touch with Keith, they put me on hold. 30-minutes expired, and then their phone system hung up on me.
During a conversation with Aaron on Nov 2, 2023, he finally informed me of the district manager’s full name of Keith *******. However, he refused to provide any contact information such as a phone number of email address. Nor would he provide phone contact information for the company’s insurance person.
As of this writing on November 3, 2023, we are still unable to contact anyone that can help us with having the company of Superior Plus make arrangements to pay for the $2,500 worth of damage to our composite stone wall that they damage by driving their vehicle into it.Business Response
Date: 11/03/2023
Customer has been contacted and follow-up will continue.Initial Complaint
Date:10/20/2023
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.
Please note I am filing under my husband's account because ****** has suffered a stroke. ********* ****. We were in a rent-to-own agreement with Eastern Propane and fully bought the tank approximately 10 years ago. We paid $50 for over a year. This tank has been on our property for about 20 years. Osterman Propane apparently bought this company out. Because we can no longer afford propane (we are Senior Citizens on fuel assistance) and because we were not ordering propane from Osterman Propane or ANY propane company, they hit us with a Tank Usage fee of $90 (which Lisa at OP said they would not waive). She went on to explain they have '"waived" it every year although I see no proof of this. I would have questioned it if I saw thin on our bill. They have been instructed to come take the tank and I have absolutely no doubt there will be a fee for this, too. I feel as if they are punishing us with this fee because they think we went to another company which we did not. My husband and I have an outstanding credit score which took years to build because we pay our bills on time and always have. But this is unjust. We feel as if OP is simply trying to pick our pocket. The tank is still there and I will notify BBB if there is a fee for removing the tank that we own. I will also work with The Mendon Senior Center to see if they can help us resolve this. What OP is doing is not right. We have NEVER filed a complaint the the BBB.Business Response
Date: 10/31/2023
According
to records the tank is company-owned and was picked up yesterday. All fees to
client have been waived.Initial Complaint
Date:09/27/2023
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.
account #******* canceled propane service around July 3rd. was told 6 to8 weeks for refund of $846.00, after 10 weeks called office, office didn't refer claim to refund dept. said refund dept. would call me,never did, i called about 4 days later, local office ( ******** ****** **** ****** ** *** ******** ** ***** **** ************* ) which apologized and said check is in the mail. that was 2 weeks ago still no check. Its been almost 3 months, this is **, if the shoe was on the other foot I wouldn't have service GETTING THE RUN AROUND!!Business Response
Date: 10/03/2023
The check was mailed and will be arriving shortly, if
not already received.Initial Complaint
Date:09/06/2023
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.
An unauthorized delivery of oil was delivered. I am on a Will call basis. I also have documentation. This company has had individuals accept responsibility and some others are trying to bully the payment out of me. I am now in collections. They keep telling me someone will get a hold of me and every month or so I have to call them and remind them and we start from square one again. I have become anxious about this.Business Response
Date: 09/07/2023
Customer is being contacted today.The customer was contacted on September 7th. Customer was offered a discounted rate and the offer was accepted.”
Customer Answer
Date: 09/08/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and despite their denial of any wrong doing and their lack of communication up to making a complaint, I’ve decided that for my own health this resolution is satisfactory to me.
Regards,
**** ********Initial Complaint
Date:08/15/2023
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.
In June, contacted them about propane pricing for the coming season. We were not happy with the pricing given and asked to be taken off auto delivery, since we had 30% left and wanted to decide if we would change companies was told there would be a 360.00 fee to pick up the tank. I said I had nothing signed about that and didn’t not agree to it. Asked if they would send me a agreement that I agreed to that fee and they sent nothing. The next day they came out and lock out the tank. We decided to change and called for them to pick up the tank, was told ok. Called back and asked about the credit for the gas that was left in the tank and was told that would go against the 400.00 crane fee. I said no, I didn’t agree that, had nothing showing that fee and why was it just 360.00 a few weeks ago and I didn’t agree to that either. They pickup the tank in July and we received today 8/14/23 a service invoice showing a 140.85 credit. They credited the gas in the tank -539.85 and charged a 399.00 crane fee. Again, I didn’t agree to the fee have nothing in writing. What I do have is a contract that states 129.00 tank removal charge. I am not able to up load the contract. We want the difference of 270.00 added to out refund credit of -140.85. So the total refund we should be getting is $410.85.Business Response
Date: 08/21/2023
A refund of $339.85 has been approved and check will
be forthcoming from Tariff. Please expect within the next four weeks. Client being charged the tank removal fee and trip charge only.Customer Answer
Date: 08/22/2023
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 company is still overcharging 70.00. The tank removal fee was suppose to be 129.00, there was never any mention of a trip charge. I am like 5 miles away from them. $70.00 trip fee? That was never mentioned in any conversation. I feel this company just keeps coming up with some excuse to get/keep more of customers monies. They should just give the correct refund and add the 70.00 to the refund amount. So we can be done with this matter.
Regards, ****** ***********Business Response
Date: 08/24/2023
Client only charged and
billed amounts on contract as agreed. Please note the trip is $40.00.
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