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:08/10/2023

  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.

  This is from an email I sent them:
  
  Looking at this statement it isn’t clear that this is a letter to collect a past-due amount. There is no explanation on this statement when the settlement amount will be charged and it also says PLEASE DO NOT PAY.
  
  This is only a statement and not a letter.
  
  As far as I know, when I first signed up for the budget plan was that I would have equal payments each month according to the amount of gas that we use. I was not given an explanation nor a "contract" that states that whatever is still owed by the end of the budget plan year will be automatically deducted from the card on file. I am finding that there is a major lack of information on Superior Energy's part to not properly inform their customers of the charges or how the payment plans work. The website does not provide any more information than what the statements point out.
  
  I now see that I was also charged and paid for the new $150 per month. If the budget plan is renewed each year I am requesting that a new "contract" be sent out. I did not authorize the charge when I spoke to you on the phone since it was only explained to me that this new amount would begin for this new budget plan year.
  
  I am requesting a copy of the letter or contract that I supposedly should have received for the budget plan.
  
  This is the response ai got:
  
  There is no contract for the budget plan. It renews automatically so there is nothing to send you.
  
  
  Sommer B*****
  
  Energy & Budget Specialist
  
  Superior Plus Propane

  

  Business Response

  Date: 09/06/2023

  Contact has been made with the customer to discuss.

• Initial Complaint

  Date:07/31/2023

  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 double billed by thus company at 180 a month. They owe me over two thousand dollars in a refund. I'm retired and on a fixed income. They will not send me my refund.

  

  Business Response

  Date: 07/31/2023

  A request for a refund check was submitted. It was discussed with the customer's son, a check had been requested and it would be coming from Tariff Affiliates.

• Initial Complaint

  Date:07/15/2023

  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.

  Before ******** became Superior Plus Propane, my account was on hold so I wasn't getting any deliveries. I was also receiving the homeowners before I bought the properties final bill as well as my own bill. At this point my account was $800 give or take amount due. However after ******** became Superior Plus Propane I got only one bill in the mail and it was for my account with a delivery I never received due to my account being on hold for almost a full 8 months prior to the merge, and they don't deliver to accounts on hold. My bill went from $800 to $1200. Since I am no longer receiving mail for the previous homeowner either. When the company merged they also merged our two accounts without my knowledge and I'm being over charged. I'm asking for that bill to be removed and any late fees.

  

  Business Response

  Date: 07/18/2023

  A delivery
  was made on 3/5/2021 and billed to the previous owner because the office was
  not notified that new occupants, ***** and ****** *********, had moved in. Our
  office staff spoke with ***** and there was agreement and understanding on her
  part that they were responsible for that delivery. We then credited the
  previous owner’s account and rebilled to ***** and ****** *********.  This
  is what made it look like their balance went up roughly $400 seemingly without
  a delivery on that date, Sept 12, 2022. We would be happy to take her call to
  go over any details that require further explanation.

• Initial Complaint

  Date:07/12/2023

  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 have not done business with this company in many years. I have been receiving a bill for their "price lock" program that I did NOT sign up for. It started out years ago at $39.00 I placed dozens of calls to tell them I don't want this, I don't do business with them, I didn't ask for this. They always tell me they have taken care of it but I keep getting the bill. I have even sent letters threatening to call the attorney general but have never heard a thing. I just received a new bill now at $85.00.

  

  Business Response

  Date: 07/12/2023

  We will adjust off all charges and close the account. 
  

  Customer Answer

  Date: 07/13/2023

  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:03/01/2023

  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 had Superior out for a propane fill up on my tank on 2/13/22. They have a practice of pre-billing the credit card on file and did so for $194.36. The actual fill up cost $125.26. They never issued a refund for the overbilling. I called today, 2 weeks later when i noticed the discrepancy and was told that it was being "left on my account." This is done so without my consent. It was explained to me that this is a company wide practice of "holding the money." It is not interest bearing of course and i'm not being compensated for this. I was never told about this in advance my consent was not requested. On an individual scale, this is small, $70 something dollars. On a large scale this is highly fraudulent to hold these types of deposits. Its basically an interest free loan that is just sitting on their balance sheet.

  

  Business Response

  Date: 03/10/2023

  The customer was contacted and the additional amount charged was credited back to the
  customer’s credit card.
  

  Customer Answer

  Date: 03/10/2023

  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.
  
   In talking with the company representative, they admitted that the practice of over billing and not voluntarily refunding the overage was in fact a company wide practice and policy.  They are collecting vast sums of capital from their customers interest free without the consent of the customers.  They can placate a single customer such as myself and it does nothing to deter this broader predatory practice.
  
  Regards,
  
  ****** ********  

• Initial Complaint

  Date:01/17/2023

  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.

  Last delivery was in September. The manager contacted me after a I submitted a survey about their service and gave them the lowest rating. When he asked why I told him an approx. $20 propane delivery was over $50 with all the added charges. He said he would refund the Hazmat fee and lower the cost. Never refunded the fee. On Nov. 21 I called to stop service as I had another company install propane, and they said the tank would be picked up withing 21 days. Called them again in Jan. about the tank and bills we are still getting. They said they would remove the tank and the bills would stop. Our account still shows as active. Every call I have made to them resulted in lies. We were with ******* since 1994 and never had a problem with them. It's a shame a big company took over and ruined their name. They also told me that one way or another all the extra fees were basically delivery charges. I personally think I should charge them $10.00 a month for storage so right now they owe me $20.00.

  

  Business Response

  Date: 01/18/2023

  The tanks are being picked up today, 1/18/23.  The tank rental fees and hazmat
  fees were removed on 10/11/22 and 11/2/22.  We have credited all of the tank rental fees of $43.20 from months August through December of
  2022.  Once the 100# tank has been picked up and all additional
  credits applied and refund is issued, the account will be marked
  INACTIVE.  

  

  Business Response

  Date: 01/18/2023

  We will
  correct all hazmat fees dating through August and credit the fees back to the
  account.  We will also credit back to the account the remaining gallons that
  were in the tank that was picked up today and the refund will reflect what was in the
  tank. Also a breakdown of the reimbursements will be sent.

  Customer Answer

  Date: 01/19/2023

  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:01/08/2023

  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.

  Since May 2022 and after 4 service calls, the company has not sent the proper technician or fixed my propane heater used to heat the house. I am being charged for service calls even though they have not fixed it. I explained to them That I wanted to contest the charges but have never heard back from them. I have uploaded a detailed letter I have sent to the company which will help explain my complaint and request. It will also show the timeline that we have been dealing with.

  

  Business Response

  Date: 01/09/2023

  The customer will have the fee for last service call
  refunded. The service manager has been trying to contact customer and will continue
  until customer reached. There has been no answer and the voice mail is full

  

  Business Response

  Date: 01/12/2023

  Customer was finally reached. History of acc’t was
  reviewed and the credit was processed. The appointment for 1.27 was moved to
  1.13 and will be first call.

  Customer Answer

  Date: 01/12/2023

  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:12/31/2022

  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 had my tanks for propane removed on the 9th or so of thus month December and I knew I had 146 gals in the tanks plus $686.93 in credit. They charged me $150 to remove the tanks and I still have not received the money that they still owe me.

  

  Business Response

  Date: 01/06/2023

  The customer spoke with the service office on December 21st. At that time customer was informed that the check had been cut on December 20th and to allow two to three weeks delivery and the check will be coming from ****** *********** a third-party company.

  Customer Answer

  Date: 01/20/2023

  They don't need to verify my address since I have been a customer of this company fir over 20 years now. I received all my correspondence and deliveries from them at this address. I am beginning to think that I am getting a run around about this from everyone.  I am 75 years old and really don't want or need this aggravation.  All I  want is what they owe me my money. Thank you 

  

  Business Response

  Date: 02/01/2023

  Received a call from the business stating after further investigation, the original check sent to the consumer has been cashed.  There is no reason to send an additional check.  

• Initial Complaint

  Date:12/15/2022

  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.

  This email is to bring this situation to your attention to find a solution for what has happened with our property, that I signed up ******** **** as a new customer, out of Lowville, New York. Property address: **** ***** ***** *** ****** ** *****.
  
  ******** **** was hired via phone to install 3 tanks on my property with a large tank being installed on 2 new cabins. They ran a new gas line to the new cabins approximately 50ft.
  
  During installation the installer from Superior cut into our septic pipe requiring the builder to fix the damaged pipe at our cost, not Superior.
  I then received a bill for $2500 for fees and charges that were never discussed or agreed to. This is absolutely price gouging and never agreed to on my end. Superior in Lowville (Derek the Manager) couldn't explain the bill in detail. He did say he would take some labor charges off which he did, but just inflated the parts costs to compensate.
  I will pay for the Propane that was delivered, that is not the issue, the issue is the over $1800 in installation costs that were never agreed to or explained to me. I will not pay those charges. And, I would like compensation for the damaged pipe caused by the Installer from Superior. I will be contacting the NY Attorney General as well as putting negative reviews on social media.

  

  Business Response

  Date: 12/19/2022

  Superior Plus Propane installed 3 propane tanks on 10/19/22,
  trenching 100’ and running approximately 100’ of gas line to multiple
  structures with risers, flare adapters, unions, nipples, tees, and shut
  offs.  This was communicated up front that this service and parts were
  chargeable to the customer.  The total of this service was $1185.71. 
  The 500 gallon tank that was set on the same day (10/19/22) had 350 gallons in
  it, and that totaled $699.65.  The total service bill for that day was
  $1885.36, and a detailed invoice was provided to the customer.  Despite
  clear communication about our chargeable services and fees, Superior Plus
  Propane will remove $1185.71 of the $1885.36 from the 10/19/22 service bill
  plus any associated late fees.  $699.65 is owed for the propane on
  10/19/22, and $534.70 is due for propane deliveries to fill up the rest of the
  tanks on 10/21/22. 
  
  When our technician was trenching across the driveway, he
  unexpectedly and accidentally hit a sewer line in the same trench.  The
  technician stopped his work and immediately notified the customer, and was told
  not to worry about it.  Superior Plus Propane has reviewed this incident,
  admits fault, and will pay the sewer repair bill on behalf of the
  customer.  The local manager was contacted and began that process with the
  local contractor who fixed it.
  

• Initial Complaint

  Date:12/01/2022

  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 on an automatic-fill plan with Superior Plus Propane for approximately 1.5 years and have received 4 propane deliveries from them. The trend of the first two was that the tank would get to <30% full and they'd come refill it to 80%. However, in Feb 2022 my tank got to the <30% level and they came and filled it to approx. 74% at a price of $2.21/gallon and then returned in April 2022 when my tank was still at approx. 40% and added 491 gallons at a price of $4.75/gallon, over-filling my tank to 84%. The combination the factors of under-filling in Feb and over-filling in Apr when not yet required at a price more than 100% higher than 2 months prior made me quite suspicious. I called and confirmed this was the actual price with Superior Plus. I followed by doing more research on local propane prices and was quoted a price for the same date from a different supplier of $2.39/gallon (almost half of Superior's price). This was an unnecessary, early delivery, of more product than typical, in what appears to be an intentional, coordinated, and targeted rip-off. There was no "hey, prices are going up 100%" notification, no opportunity to stop or reduce the delivery before it happened and recent inquiries as to why it was done this way have gone unanswered by the company. I believe the company leveraged the media's coverage of increasing energy prices to opportunistically and unnecessarily gouge their customers.

  

  Business Response

  Date: 12/02/2022

  The service office will be contacting the customer to discuss.