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.
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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:11/21/2022
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.
We previously filed a complaint regarding poor customer service at superior propane #18387290. Shortly after filing that complaint, superior removed their tank from our property. We thought this would be the end of the issue . Unfortunately, we were wrong . The tank in question was 60% full of propane . We contacted superior to inquire as to when we will receive payment for the remaining gas in the tank . Again , after multiple calls and multiple conflicting answers , we are being told we will receive $30 back. I don’t know exactly how much the tank holds , but I’m sure it’s more than $30 worth of gas . Just another example of how difficult it is to deal with this company. Please help us to resolve this issue with superior propane !
Business Response
Date: 11/23/2022
The
******* are not due a refund. As per Mrs ******, they did not make payment to
old owner nor work out any agreement in the sale paperwork. Any refunds would
go to the old owner as they initially purchased the fuel.Customer Answer
Date: 11/28/2022
Please see the first page and the 3rd page line 81 where it states we now own the propane.Initial Complaint
Date:11/10/2022
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.
We recently purchased a home in August with a superior propane tank on the property. After weeks of trying to reach superior to switch over the account , we contacted a competitor, who installed a new propane tank and removed superiors tank . We then contacted superior to remove their tank from our property. We were told a “work order” was opened , but the tank remains on our property after almost 2 months. We continue to be told a “work order “ is pending, but there is no date for removal yet . We have called and emailed countless times with no resolution or results. Please help us to resolve this very frustrating issue !Business Response
Date: 11/14/2022
The tank was picked up today.Customer Answer
Date: 11/14/2022
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. Thank you for the help with this issue . I am surprised at the speed of the response from superior. What that tells me is that whomever I was speaking to when I called in to superior simply didn’t care . I’m glad to know that someone at superior cares about customer service .
Regards,
*
***** ******Initial Complaint
Date:11/10/2022
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.
We were charged about $229 and $719 for oil and propane. On 11/9/2022 my wife paid and then on 11/10/2022 about $1350 was charged. We called and were told it was due to amount held in the tanks at closing our house. We provided proof that was paid at closing. After providing proof they then stated it was due to a service in October of 2022.Business Response
Date: 11/11/2022
The customer was never billed for the reading that was done
back in April so we billed them in October, then they received a delivery so
they felt like they were charged twice based on the timing of everything. The claim is that they paid for the propane in the
time of closing, but they sent us the information of the closing costs and it
clearly states “fuel oil – 68 gallons @ $3.529 per gallon.” – That paper is attached
in the account as well. There is no mention of propane within the closing
costs. The propane tanks were almost full (72% and 80%) at the time of the
reading and they paid for 68 gls in closing (which confirms it was fuel oil).
We also informed the previous owner that they would need to handle the oil in
closing. Everything matches up in our system/closing sheet.Initial Complaint
Date:10/28/2022
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.
The company came took the propane take without notice they were gonna take it. Then they claim they called me as my son ******* is a person of disability and I over see everything for him ********** ******. I paid the 145.98 to them for what was used no one would let me make payments and they are saying because it's been a year they want full payment and claim they sent notice that they called and sent letters which all their staff admitted they had to document that and it's not what they do. They didn't even have anyone leave a notice when they took the tank on 10/27/2022. So more proof there was no contact from the company and they want my son not to eat for a week but, give them $206. More and go without the ability to eat homemade meals for his health for 6 days and they can't promise to bring the same tank back nor are willing to give him something he would have paid the full bill for which is theft of services! This amount they have charged reflects me using it and having the service. I am far from everything and can't drive also I don't have the ability to give them all my money when I can't cook.Business Response
Date: 10/31/2022
The
collection process was followed. Copies of letters sent are also attached
to the account. The outstanding balance that
triggered the pick-up was tied to a 10/2021 delivery. After
crediting gallons that were in the tank at the time of the pick up the balance
on the account was brought down to $145.96. There was a payment made on
Fri ,10/28/2022 via credit card for that amount. Once that payment posts to the account there will be a zero dollar balance. Due to the
account now being COD status we would need to collect monies for gallons that
would be in tank at the time of a set prior to setting a tank back on site.Business Response
Date: 11/02/2022
Attached are copies of the letters/invoices sent to the customer. Also please be advised there were phone calls placed and VM's left when applicable.Customer Answer
Date: 11/02/2022
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 have every Form and there were no letters or calls so they are made up things for what they did to take the tank! I want it noted that they are lying and made no efforts to call me because the supervisor and I spoke three times. So, right there is proof they never called me! The supervisor got in contact with me qhen they wanted money and took my son's tank! So, why when I asked for copies of these letters and calls they couldn't provide dates or anything? Why when a person of disability can't handle things did they take the tank? How is that legal? Why wasn't it taken over the summer of this was about money? Because this was about the company showing they can fraud anyone and still get money by removing the tank and then claiming it has to be paid for up front! I recorded all three phone calls and can show they are lying and this was because my son has disability and he isn't elderly was the exact words of the lady that I spoke to who is the supervisor so this is a scam they don't have any documentation any documentation to providing they brought up after they turned around and you got notified because they knew they were in trouble legally they had no grounds to come and take the tank off the property over funds that they could've done over the summertime anything before the winter started they did it in the colder months because they knew he was a person of disability and not elderly so like the lady told me because he's not elderly that's how they handle things so I have it all on recording so I'm not gonna sit here and debate it. They need to legally be responsible to pay my son back for him not having been able to eat or anything else because they decided to come and take a tank without any notification and I want to see every document and I want to have a lawyer view everything I wanna have fingerprinting you name it I want to know when it was dated you name it if that means the business Hass to be shut down then something needs to be done major because this needs to go through the news you name it if they don't fix it ASAP
Regards,
******* ******Initial Complaint
Date:10/18/2022
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.
We notified Rymes (now Superior) that we were not going to continue with them in July 2022, when they raised their minimum annual propane purchase to 400 gal (we use about 230 annually).
We had a credit balance of $123 at that time and our two Rymes tanks are at 40%. It is now Oct 18 and they still have not picked up our tanks or paid us for the propane still in them, nor have they refunded our credit balance. I have emailed many times with no result. Calling is worthless, no one answers the phone.Business Response
Date: 11/09/2022
The fees have been waived and the account terminated. Also, there was no report made to any credit bureau. We apologize for the inconvenience.Initial Complaint
Date:10/05/2022
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.
On 9/28/22 I paid Superior Plus Propane in Gansvoort NY $547.47 for 150 gallons of propane. On that day, my husband was told it would be 3-5 business days before delivery would be scheduled. As of 10/3/222 we had not heard from the company and my husband called again. He was told the delivery would be “soon”. We are going to run out of propane which is our source of heat and hot water. We also have two small children. As of today, 10/5/22, we still have not had our delivery, nor have we heard from the company.Business Response
Date: 10/05/2022
The delivery was made today.Customer Answer
Date: 10/05/2022
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:09/29/2022
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.
After moving into my home a year ago the previous owner didn’t switch over the Propane account. I called to receive a delivery and they never showed. I then called them to pick up tanks on property so I could set up an account with different company. They did not come out until after many calls and over a 6 month time frame. My new service provider had to disconnect and move those tanks to the side of garage to set up there tanks. After the 6 months once tanks were picked up by Superior plus they sent someone to my home to fill up tanks as if they were unaware I no longer was using them for my service. I stopped them and told them the tanks belong to Petro propane. I’ve been in contact with them for the last year about all the issues and to stop billing me for services not rendered. Unfortunately I still have no resolution to the issue. Every time I call they take a message and say someone will call me but I never hear from anyone until I receive a bill in the mail and we repeat the cycle. Would appreciate some assistance in rectifying the issue and to no longer be in contact with this horrible company. ThanksBusiness Response
Date: 10/17/2022
After further investigation, it was found that at the time of Mr.
*******'s move in, there was 205 gallons remaining in the 500 gallon above
ground vessel. The prior customer, Mr. ***** was refunded for 205 gallons. The
charges that Mr. ******* has accrued are for the 205 gallons at an Intro rate
and the other charges are from finance fees. We can do away with the finance
fees, but $380.42 will have to be paid as he used the gas between his move in
and when the tank was picked up.Initial Complaint
Date:09/20/2022
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.
Account closed nearly two years ago, but keep getting billed for the $39 "level billing program fee". Have called three times to have it removed (with an email confirmation of the same this last time), and still being billed. I'm at my wits end and don't know what it will take to get this account closed for good.Business Response
Date: 09/21/2022
Customer
Service Supervisor contacted ****** **** on Monday September 19, 2022 9:53 AM
per the email message from the After Hours Team. I did confirm per his request
that the account was in fact terminated. Also opted the customer out of the
PURL pricing option to ensure no more invoices would be sent to the customer.Customer Answer
Date: 09/22/2022
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:09/20/2022
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.
New customer transitioning from ***** ******* *** *** in Concord, NH. Customer online portal transition to "mySuperior" has been as disaster. I had an active online account under *************************** and now your system cannot link it with my new account number *******. I have tried to get through to your local office in Concord, NH multiple times today with no one picking up the phone.Business Response
Date: 11/09/2022
The customer has been contacted and customer access to the company portal has been resolved.Customer Answer
Date: 11/10/2022
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.Please note I filed this complaint on September 21, 2022 and was not contacted regarding the complaint until November 9, 2022 some 49 days later.
Regards,
******* *******Initial Complaint
Date:09/06/2022
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 have been waiting 62 days as of today's date for Superior to pick up their tank with about 33% fuel in it after ending service with them. The tank has been sitting on my lawn since July 5th 2022 and it is still here September 6th 2022. Every time I call this company I'm giving the same answer that they have a work order out and that they've been a little behind.Business Response
Date: 09/07/2022
The tank is scheduled to be picked up this week.
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