Complaints

This profile includes complaints for Paraco Gas's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Paraco Gas

  800 Westchester Ave Ste 604 Rye Brook, NY 10573-1354

  
• 

  Paraco Gas

  200 Corbin Ave Bay Shore, NY 11706-1213

  
• 

  Paraco Gas

  44 Kroemer Ave Riverhead, NY 11901-3108

  
• 

  Paraco Gas

  2926 Route 32 Saugerties, NY 12477-5120

  
• 

  Paraco Gas

  10 Edison Ave Mount Vernon, NY 10550-5004

  

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:07/01/2025

  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.

  On 6/29/25 at 01:37pm, a Paraco Propane tank was purchased at the ********** Store in ****** Island. Store Code is ****, with the address of ******************************************************************************. Tank was attached to brand new Black Stone Grill on 6/30. Once grill was on, within 15 minutes everything went up in flames. The grill is completely damaged and there was a strong propane odor coming from the tank. The ********** was called and stated that the tank that was purchased was faulty and not properly sealed by the gas company (Paraco), which led to the fire. A customer incident statement was completed at the ********** store listed above with a claim number, ***********.

  Business Response

  Date: 07/02/2025

  Complaint ID: ********

  Our customers safety and satisfaction are extremely important to us, and we take situations like this very seriously. Were truly sorry to hear about the incident that ***** ******* and her father experienced.

  We have been in contact with *** ****** and have informed her that we are currently processing a refund check to cover the cost of both the damaged Blackstone grill and the propane cylinder. Refunds typically take up to two weeks to arrive, and we appreciate *** ******* patience during this time.
  Additionally, we have arranged for the pickup of the damaged grill and cylinder. Once received, our team will conduct a thorough inspection in an effort to determine the root cause of the leak and subsequent fire.

  We remain committed to making this right and to maintaining your confidence in our service.

   

• Initial Complaint

  Date:03/25/2025

  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 purchased our house on 12/13/24 with propane heat through Paraco. I was told on 12/16/25 on the phone that we needed a fill of our propane tank. Prepaid over $700. The request was put in that day and then I was transferred over to schedule for my mandatory inspection. I was told that they could not inspect the tank and lines until the beginning of January and scheduled me a date. I was brand new to propane so was not aware that I could not get propane filled without the inspection and was not told this over the phone. I almost ran out of propane on Christmas Eve and after over 20 phone calls, they did show Christmas Eve night and gave me a partial fill. My inspection got post-poned by the company and had to yet again go through numerous calls to get another partial fill request put in. I decided at this point to switch companies and have Paraco take the tank. They show up on 1/8/25 and give me another partial fill that I already paid for (now I have 0.00 balance on account). They then show up again on 1/11/25 and fill my tank without my permission or knowledge. I ran out in the snow with no shoes on to try and stop him but he had got the tank to 70%. I questioned him and mentioned I am switching companies and that you have not even inspected my tank or lines yet. This fill is against company policy and let alone you were just here 3 days prior. He says sorry we are behind. I am getting billed for this propane that I didnt even authorize and because of this fill, I had to post-pone my new company coming as they couldnt not move Paraco tank as it was too heavy. I spoke with a representative at Paraco and was promised they would come right out and pump the propane out of the tank and credit back my account so I would not owe anything. 6 weeks later they finally showed up. In the meantime, we used most of the propane in the tank as we had no choice and needed heat. Now they are trying to charge me a 20 dollar late fee and threatening to send me to collections.

  Business Response

  Date: 03/26/2025

  
  Re: Complaint #********
  

  Thank you for reaching out to us regarding ******* ****** experience.
  

  As part of our standard policy,Paraco conducts a safety inspection for all new customers, and we typically refrain from filling the tank before this inspection is completed.
  *** ***** opened her account on December 16, 2024, with automatic delivery and a tank monitor on a 500 gallon above ground tank. Her account was placed on delivery stop pending the safety inspection, which due to a high volume of requests and winter weather challenges, was initially scheduled for January 3, 2025.
  Upon being notified that *** ****** tank was nearly empty, Paraco made an exception and provided a partial delivery of 150 gallons on December 24, 2024, before the inspection could be completed.
  Unfortunately, we had to reschedule the inspection from January 3 to January 10, 2025. During this time, the delivery hold on *** ****** account was lifted to accommodate a second partial delivery at her request on January 7, 2025. A few days later, on January 11, while the stop remained lifted, the system recognized that the tank had not been filled, prompting an additional delivery to top off the tank.
  On the same day the tank was filled,*** ***** contacted us to cancel her service. We promptly updated her account and initiated the scheduling of the tank pick-up. However, due to logistical constraints, the pick-up was not coordinated until mid-March. The tank was returned empty, as *** ***** had used the propane for heating, hot water, and cooking.
  We sincerely apologize for the inconvenience caused by these scheduling delays. To resolve the matter amicably, we will remove the finance charge and offer a discounted rate on the propane that she used. A new invoice will be sent to her email.
  Please feel free to call for any further questions

  
  

• Initial Complaint

  Date:03/20/2025

  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.

  On 11/15/24, I ordered propane from Paraco for heating and hot water, expecting delivery in 3-5 business days. The next day, I received a Ring notification that the delivery driver was at my door. He claimed our tanks were low and needed checking. I explained that nobody was home, and we had ordered propane because the tanks were low but still functional. After the call, my wife dealt with the driver, who was rude but still allowed in to confirm our heat and hot water were working.About 10 days later, I noticed a strong gas smell and found that the tank was leaking due to a valve cap the driver failed to replace. The leak had caused our tank to drop below 39%, and we had been breathing gas for days. I called Paraco immediately, but only an emergency hotline was available. The next day, customer support assured me a supervisor would call, but after two weeks of follow-up calls, there was no resolution. We were also charged $211 for a testing fee we never requested or were notified about.Eventually, a supervisor acknowledged the leak, agreed to replace the tank for free, but then filled two tanks without our permission. Despite not ordering a second tank, we received a bill, and later found $492.46 withdrawn from our account after ********************** filed a dispute. We were exposed to the leak, faced unnecessary delays, and were charged for a tank we never ordered leading to harassing phone calls from Paraco asking us for payment. Paracos actions not only left us with a tank leak, theyve also wasted our time, caused us unnecessary aggravation, proven to be misleading as they assured us that the problem was rectified and that we were being compensated, and ultimately have stolen money from us.

  Business Response

  Date: 03/26/2025

  
   Case ID# ********
  In response to the delivery dispute filed by *** ******* ****** we would like to provide clarification and details on how we have handled this situation.
  *** ***** has two 100-gallon tanks on-site used for heating and hot water, and his account is Will **** COD. On November 11th, 2024, *** ***** requested a partial delivery of 100 gallons, and we completed the delivery within our standard turnaround time. However, upon delivery on November 16th,we found that the tank was out of gas, which, by law, required us to perform a leak check. This mandatory service was conducted and billed to *** ******* account.
  On November 25th, *** ***** contacted us to report an issue with the tank, stating that the driver had left the cap open. In December, after visiting the site and reviewing the customers concerns, we identified an issue and immediately took action by offering an 80-gallon credit as a resolution.
  During the site visit, our manager noticed that *** ***** was once again at risk of running out of gas. Understanding the urgency of the situation, the manager made the decision to dispatch our on-call driver that afternoon to fill the tanks, ensuring that *** ***** would not experience any service disruption or incur another service charge for a leak test. As promised, we also processed the 80-gallon credit to his account, addressing both the immediate need for delivery and the account discrepancy.
  We are confident that the propane was needed and utilized over the past three months. However, *** ***** has not responded to our calls or made any payments. Historically, *** ***** receives partial deliveries in December,January, and March, and we filled his tank in December, which negated the need for any additional deliveries in January and March. We performed these actions in good faith to fully resolve the situation.
  In order to continue our service to *** ****** we are willing to waive the finance charges and offer a discounted rate for the December delivery,leaving a remaining balance of $567.41. However, if *** ***** chooses to discontinue service, we will need to collect our equipment, and any remaining gas will be credited towards the balance owed.
  If you require any further details or documentation, please feel free to reach out, and we will be happy to assist.

• Initial Complaint

  Date:02/10/2025

  Type:Order 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 received an invoice on 9/5/24 for $183.58 for a propane tank lease but in my contract, my lease fee is $99 for the year. Paraco responded that there is a fluctuating market price based on the value of the metal the tanks are made of, which was never outlined in the contract. Furthermore they cite as defense in the contract:"Buyer acknowledges that from time to time increases in operating costs and higher prices of ****** may cause increased costs to Seller in connection with supplying Buyers ****** requirements, and therefore Buyers agree that Seller may revise said price schedule at any time, or charge one-time fees for operating expenses, and Seller agrees that a revision of said price schedule shall be fair and reasonable at time thereof and shall be fixed by Seller in good faith." but in that clause it refers only to ****** (liquid propane) and not the storage tanks. Their explanation is that even though its not stated or outlined that the tanks are covered under the description of "LP". I contest that since there are two separate charges for the tank and the propane, that they see it as two separate items and should therefore have been separately described as such in the contract. There is no mention of tanks in the contract and therefore I believe them to be breaching my contract.I have paid them in full as to not incur any additional fees but I would like a refund on the overcharge for the tank rental and a refund for any finance charges incurred while attempting to dispute this issue.I have attatched a copy of my aforementioned contract and invoice The contact is under the name ******* ******** with myself (******) as an contractually added authorised representative.

  Business Response

  Date: 02/10/2025

  ID# ********
  
  With the ever-changing environment and the economic landscape, costs have increased significantly. As a result of the escalated product, steel, and labor costs it was necessary for Paraco to increase lease fees across the board.
  As referenced by *********** the terms on his agreement outline, Buyer acknowledges that from time to time increases in operating costs and higher prices of ****** may cause increased costs to Seller in connection with supplying Buyers ****** requirements, and therefore Buyers agree that Seller may revise said price schedule at any time.
  We highly value *** ******** and *** ********* business.However, our greatest asset is our steel, and as such, we are unable to offer a discount on the lease for the two tanks currently on-site, which are used for their seasonal appliance. The lease also includes a tank monitoring device,which allows ********************** to wirelessly track the fuel level for their pool, helping ensure more efficient deliveries. This is especially important given the seasonal nature of their usage, which can otherwise be difficult to predict.
  Considering that their usage is minimal, we are happy to offer the option of collecting one of the tanks, while continuing to charge $129 + tax for the remaining tank and monitor. We hope this solution meets their needs.Alternatively, if they would prefer to have both tanks collected, a restocking fee of $195 + tax would apply.
  As a courtesy, we have credited back to the account the $32.00 in finance charges that were incurred during the discussion of the rate increase. The account remains active as we await their final decision. We hope to continue servicing them in the future.

  Customer Answer

  Date: 02/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

    Hello

  i will possibly accept these terms if we can discuss what would happen with the propane in the tank theyre offering to collect and Id like clarification if there will be a fee associated with the single tank collection.

  if possible they may reach out to me by phone

  
  

  Sincerely,
  
  ****** *******
  
  
  
  
   
  

  Business Response

  Date: 02/27/2025

  *** ********
  ****** ********
  ******* *******
  
  Paraco has gone to great lengths to ensure customer satisfaction. On December 18, 2023, we discussed the increased lease fee with ******* ********. During that conversation, we agreed as a one-time courtesy to reduce her invoice. At that time, Ms. ******** acknowledged and understood that, starting in 2024, the lease fee would increase to our new standard rate.
  We recently communicated with both ******* ******** and ****** ******* on February 21st and 25th, 2025, regarding the resolution of their dispute.
  Option 1: Return One Tank
  Tank Retrieval: We will arrange for the collection of one tank from the property.
  Lease Fee: The remaining tank will continue under the lease at $99.00 plus tax for this year.
  Restocking Fee: We will waive the standard restocking fee of $195.00 for the returned tank.
  Credit for Remaining Fuel: Upon retrieval, a credit will be issued for the remaining fuel in the returned tank at the price paid.
  Option 2: Retain Both Tanks
  Lease Fee: If you decide to keep both tanks on your property, we will honor a lease fee of $99.00 plus tax for this year as a courtesy. After this period, the fee will increase to $129.00 plus tax annually.
  As previously mentioned in our first response, the $32.00 in finance charges have been credited back to the account.
   We have made several attempts to follow up on the above options. We truly appreciate their business and await their final decision to resolve this matter. 

• Initial Complaint

  Date:02/05/2025

  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 received **** benefits of $900.00 and after three phones Paraco Gas has not applied any of this amount to my existing bill. I live an a mobile home park and have an agreement with them for a set price. They claim that to process **** benefits because there are so many they add on this Prebuy plan to the account and then credit that account with the exact amount of the **** benefits. This is fraud. I do not have a Prebuy plan with them. I never have and certainly not for the entire amount of my **** benefits. I have called three times and the last person screamed and me and hung up. I asked for a manager and She said ******* the manager was unavailable and that I would get a call back and nothing. They basically wiped out the **** payment and never applied to my outstand bill ******. They have acknowledged they need to this and they even screamed on 2/3/25 phone they will apply a payment and send my a zero bill but nothing.

  Business Response

  Date: 02/05/2025

  We apologize for the confusion. Using the plan code is a key part of our internal process,ensuring that HEAP voucher funds are applied accurately to each delivery and solely to the product (propane). HEAP vouchers are heavily audited, and this process is designed to maintain compliance and prevent errors in the application of HEAP funds. Please note that there may be a slight delay in applying the funds to the balance due to the high volume of HEAP accounts we manage and the manual nature of this process.
  
  We fully understand the frustration caused by the communication and customer service issues, and we sincerely regret the lack of resolution and unprofessionalism experienced.

  We have since addressed the matter directly with the customer, clarified the situation, and resolved the issue. The customers HEAP benefits have been applied, and their outstanding balance has been updated accordingly.
  Should there be any further questions please contact us at ***************

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, While their explanation may be true it has taken over a month and incorrect billing along with a complaint to you to resolve this matter. They have updated their records to reflect a credit on my account instead of me owing them money. it horrible that this could not have been corrected when they first received the Heap payment because someone would have paid their bill and given them more money when they should not have.

  
  
  Sincerely,
  
  ***** ******
  
  
  
   
  

  
  

• Initial Complaint

  Date:01/28/2025

  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 Sept 2024, I called Paraco to ask that my propane tank be moved from my old apt (6) to my new apt (5). I advised that my tank was half full, but the guy who came to move it didn't have the proper equipment, so he set me up with a tank that was almost empty and said the other tank would be removed and credited to my account. He also said that he would send someone to fill my new tank, but when they showed up they filled the old tank instead, so I had to schedule a new delivery for the correct tank. I told them I wouldn't pay the bill since the credit from the old tank would be enough to cover most of what I owed, but by the time I was due for another fill up (3mos later), the tank still hadn't been removed (even though I called several times to ask about it). So they're refusing to fill up my tank unless I pay first, even though they still owe me the cost of the fuel that was in my old tank PLUS the $114 the added to it when they were supposed to fill up my new tank instead. Every time I call to ask about picking up the old tank, I'm told there is a date scheduled, but it never happens. It's been 4mos, and still no pick up of the old tank, and no credit to my account. And they still want prepayment before any deliveries. It's like they're happy to take my money but refuse to give me what's owed to me.

  Business Response

  Date: 01/31/2025

  ID #********

  We sincerely apologize for the delay in relocating the tank. *** ******** contacted Paraco in September of 2023. Unfortunately, due to scheduling conflicts and the need for additional equipment to complete the relocation, unforeseen delays have occurred. We fully understand the inconvenience this may have caused and have scheduled the relocation for February 4th.

  In order to avoid pre-payment, please contact our office to request a soft credit check.

  We greatly appreciate your patience and understanding and, once again, apologize for the delays.  We look forward to continuing to serve you

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   When I first asked about the removal of the tank, they said it would happen in October. That never happened. Then they said it would happen in November (I forgot the actual date, but I remember it being before Thanksgiving), but they never picked it up. Then it was scheduled December 17, then January 24th, and now February 4th. The pickup was supposed to be flagged as urgent for the 1/24 and 2/4 dates, but the 1/24 still ended up getting pushed back. I refuse to accept Paraco's resolution until my old tank is actually removed and the fuel is credited to my account.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** ********
  
  
  
  
   
  

  Business Response

  Date: 02/11/2025

  Complaint ***********

  The tank has now been successfully picked up. We understand the delays experienced were frustrating, and we appreciate *** ********* patience throughout this process.

  Additionally, the fuel credit has been applied to the account, as previously discussed. We hope this resolves the matter to satisfaction. 

  Once again, we truly apologize for the delays.

  Customer Answer

  Date: 02/12/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******** ********
  
  
  
   
  
  

• Initial Complaint

  Date:01/09/2025

  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.

  I started to deposit funds into my account to request a propane delivery. I deposited $150.00 on 09/25/24, $100.00 on 10/9/24, ran what a partial fill of 108 gallons would cost, their site said $93.75 which I processed on 10/11/24. Once my account had the credit needed for the partial amount I requested my delivery. These ****** came and filled my tank which is not what I requested. They have been harassing me now with calls, letters and have now SUSPENDED me from another delivery on THEIR ERROR. I've called multiple times prior due to their error because I didn't at the time have ANOTHER $440 to pay the difference. I have paid them 200 since their ***** up and will be paying the rest next. But HOW DARE they harass me on their error. And on top of suspend my delivery when it's like 10 degrees outside. These people should be ashamed of themselves especially after reading all the other negative stories against them and they should be put out of business for their chaos and nonsense.

  Business Response

  Date: 01/09/2025

  Complaint ID ********

  
  On October 11, we received a delivery request from ********** via our online portal. Unfortunately, due to a technical error, the request did not indicate that it was for a partial delivery. As a result, a full delivery was made on October 15. *** ******* contacted us on the same day to inform us of the issue, and we immediately escalated her concerns to both our dispatch team and technical team for investigation.
  We made several attempts to reach *** ******* by phone on October 23, October 28, October 31, and November 4, and also sent a letter on October 31 asking her to get in touch with us. On November 1, we received an email from *** ******* expressing her frustration and confirming that she would be making a payment arrangement for the propane.
  On December 2, *** ******* spoke with our Credit and ********************** to establish a payment plan to settle her balance.
  During the period she was working on this arrangement, ********** continued to receive our automated monthly statements, reminder letters, and phone calls. We acknowledge that these repeated communications caused unnecessary inconvenience and frustration, which we deeply regret. This is not the standard of service we intend to provide.
  As of now, *** ******** account is no longer on delivery hold. To further address her concerns, we have offered her a discounted rate for her next fill as a gesture of goodwill for the difficulties she has encountered.
  We appreciate your understanding as we worked to resolve this matter.

• Initial Complaint

  Date:11/20/2024

  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.

  On October 29th I called Paraco because our heat went out. About a week later, a technician came to our house and discovered we needed a part replaced so he went ahead a took a picture and said he would order it and come back and install it. A week goes by and nothing. I call again and they told me that the technician took a picture but it was blurry so we needed to go get a picture of our heating system and email it to them. We did that and called to confirm they received it. Paraco said they would give me a call back because we needed to schedule the technician to come install the part and get our heat working again. Still nothing. Its been 4 weeks of back and forth and we still have no heat!

  Business Response

  Date: 11/25/2024

  November 25, 2024
  Re: Complaint ********
  Paraco sincerely apologizes for the delays in locating the part and any lack of communication in the interim. Once we found the needed part, we took immediate action to facilitate the ordering process.
  Below is a summary of the timeline
  October 29, 2024: We received a call to schedule a technician to relight *** ***** furnace
  November 7, 2024: Our technician arrived to relight the pilot on the furnace. During this service, it was determined additional parts were needed to fully resolve the issue.
  November 14, 2024: *** **** made a follow up call as she had not yet received a quote for the required part. At that point, we were still in the process of sourcing the correct part.
  November 19, 2024: After locating the part, we left a message advising that payment for the part would be required before we could proceed with the order.
  November 20, 2024: We received payment for the part which we promptly ordered
  Thank you for your understanding and patience. As soon as the part is received,we will be in contact to schedule another appointment to complete the service work.
  

• Initial Complaint

  Date:09/12/2024

  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.

  I have been waiting for almost 3 months to have the propane tanks removed from the side of my property, Yesterday was the 3rd time it was cancelled. No one notified me that it was cancelled. I had work scheduled with Tuff Lawn for today which has now been pushed back and will cost me additional money as I was unable to give them notice. I am not asking for anything except the tanks to be removed. i do not want to wait until 9/26/24 for the 4th reschedule

  Business Response

  Date: 09/13/2024

  Complaint ID ********
  On June 11, 2024, ************** requested the pick-up of four 100 gallon tanks. The delay in scheduling was due to the size and number of tanks involved, which requires additional staffing. We have successfully rescheduled the pick-up for an earlier date, 09/16/2024.  We sincerely apologize for any inconvenience caused by this delay

  Customer Answer

  Date: 09/16/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:09/11/2024

  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.

  I was a customer for 12 years They raised the price of my propane tank rental every year ! In 2024 they raised it over $30 n I told them tolcome pick up their tank !Took them over a month n now I get a letter from a collection company saying I owe them $211.33 for tank removal! I NEVER got a bill for this ! N thats a crazy price to just pick up said tank!So if you sever your account after 15 years they penalize you $211 ! This isnt right

  Business Response

  Date: 09/12/2024

  .Complaint ID ********

  After conducting a thorough analysis of our accounts and considering the rising costs associated with our operations, Paraco decided to increase lease fees. This aligns with standard industry practices, as many propane dealers impose annual charges for low-volume users. It was the first increase to ************************ lease since 2008.
  ******************** contacted us on September 21, 2023, at which point we explained that we could not offer reductions or waivers for the lease fee. We informed him that if he chose to have us collect our equipment, a restocking fee ($211.33) would apply. We also offered him the option to pay the lease fee ($107.29) and waive the restocking fee (provided the tank was empty)or to have the lease fee waived and pay the restocking fee instead.
  On November 27, 2023, ******************** reached out again to notify us of his intention to switch providers. At that time, he was reminded of the applicable restocking fee.
  When ******************** requested equipment collection on December 28, 2023, our agent reiterated the restocking fee, which ******************** agreed to.
  

  We understand the challenges posed by rising costs for both consumers and businesses. We strive to absorb as much of these increases as possible to protect our customers from the impacts of rising prices for product, services and fees. Well agree to settle on a restocking fee of $107.29, absorbing the remainder of the balance for the service.
  As additional reference, Ive included the log notes from the above calls as well as the link to the Termination Fees section of our Terms & Conditions, available on our website. *************************************************