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

  1589 Lakeland Ave Bohemia, NY 11716-2145

  
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  Paraco Gas

  10 Edison Ave Mount Vernon, NY 10550-5004

  
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  Paraco Gas

  200 Corbin Ave Bay Shore, NY 11706-1213

  
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  Paraco Gas

  44 Kroemer Ave Riverhead, NY 11901-3108

  

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:06/11/2024

  Type:Order 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 originally switched to ********** in January 2022. I have dealt with a sales person at that time offered me a particular rate on the gas which was introductory and she told me it will fluctuate as time went on. Additionally, I was told I would not have to pay the lease fee on my tanks if I were to proceed and switch to **********. In fact, Im attaching my contract that I signed that says in the notes, no lease.I have two tanks on my property, 500 gallon that fuels my home and the 120 that fuels my generator. The smaller tank that fuels the generator does not require frequent fills and is on will call status.I have now had these tanks for 2 1/2 years on my property. I was notified yesterday 6/10/24 by email from the company that I will start getting charged a lease fee on my smaller tank. When I inquired with the sales department, what the fee was for, why it was suddenly being added to my account, the sales person told me she didnt know why it was suddenly being added, and furthermore could not tell me how much I was going to be billed. She told me I have to talk to the service department to get details. She transferred me to the service department, the representative in the sales department told me that they have no idea about the lease fees and they dont deal with it as they only deal with service. I requested a call from the billing department as instructed by my first 2 calls. I got a call from customer service representative a couple of hours later notifying me that there is no billing department and that he was going to try to help me. However, he had no idea why the lease fee was suddenly being added to my account, couldnt explain why it was not being added to my second tank. He furthermore told me that he doesnt know who to send me to other than back to the sales department. My contract says no lease. I would like the company to honor no lease and waive my lease fees agreed upon.

  Business Response

  Date: 06/13/2024

  BBB Complaint ID# ********
  
  Customer Information
  **********************;
  
  After conducting a careful analysis of our accounts and considering the escalating costs associated with our operations, Paraco has made the decision to initiate lease assessments for inactive or low-usage accounts. To provide transparency, we have issued written notices with a minimum 30-day lead time to affected customers. If the tank is not regularly being used, the customer may choose to allow us to reclaim it. We understand the importance of this decision and aim to provide ample notice for any questions or concerns and to select the option that best fits the customers needs.
  The lease offsets a small portion of expenses related to purchasing,maintenance, recertification, and equipment replacement. It is our responsibility to ensure that all equipment remains compliant with safety regulations, and we are obligated to replace tanks when they reach their expiration date.
  Lease fees are standard practice in our industry, with most propane dealers implementing some form of annual charge for low-volume users.At Paraco, we advocate for the annual lease fee as the more equitable option.
  We remain committed to delivering exceptional service as we work to maintain the integrity of our operations.  
  
  

  Customer Answer

  Date: 06/13/2024

  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:

  As I have attached in my original complaint, I was led to believe that I will have no lease. Please review the  document attached in my original complaint. It states no lease in the comments. It has no time limit on when that offer expires and no time frame. I was told no lease as part of my contract explicitly. I expect the company to comply with the terms of my contract as they expected me to comply with my portion of financial obligations listed there. 

   

   

   

   

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

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

  Business Response

  Date: 06/24/2024

  After careful consideration, we have decided to make an exception in this case and will continue waiving the lease fee for location two,contingent upon consistent usage of the primary tank. While Paraco retains the right to assess or adjust fees based on our business needs,we recognize how significant this matter is to our customer and greatly wish to continue our business relationship with her.

  Customer Answer

  Date: 06/24/2024

  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:05/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we locked in a service contract for the year @ 1.93 a gallon and paraco gas refused to honor it. instead they have raised our rates to 2.28 per gallon.the sales team does not respond to our phone calls and we always get a call back from a different person trying to tell us how great of a price 2.28 is. paraco gas began charging us interest on top of the billing statement that were incorrect. we have almost a dozen residences on this rate contract, and it has cost thousands of dollars extra this year. we want paraco gas to honor the original agreement and refund what we are owed. including the interest charged while trying to contact them.

  Business Response

  Date: 05/14/2024

  Upon receiving ************** complaint, we immediately conducted an internal investigation into the matter. It was determined *** ********* account is linked with several other accounts and there was indeed an oversight.
  We value our customers and deeply regret any inconvenience or frustration this may have caused ********************. It is always our intention to provide exceptional service.
  We are happy to report that the Paraco employee referenced in *** ******** complaint was able to contact the owner of the association. We are making a price adjustment to all of the associated. Please accept our sincerest apologies and we thank you for bringing this to our attention. 

• Initial Complaint

  Date:03/12/2024

  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.

  From November 2022 to current, Paraco has been charging me significantly higher prices than the average propane prices in the area. I contacted Paraco on 2/17/2024 with my concern and received the reply email "I have reviewed your account and based on your current usage you are in the right price bracket. Currently your pricing is below the bracket that you are supposed to be in. The pricing that is advertised online is based on users who consume approximately 2500-3000 gallons a year. " I replied and provided pricing data from *************** I then received three phone messages from their retention department. I called back on March 2, 2024 and the representative said that $3.99/gal is the best price they can offer. I told her that another supplier quoted me $2.75/gal and she replied that this is an introductory price to get my business. She explained that this is what Paraco did to me as a new customer, and that the price does go up afterward. She added that all companies do this.Based on ************** data, Paraco has overcharged me $514.96. I hereby request restitution for the overcharges. Thank you.

  Business Response

  Date: 03/15/2024

  Paraco is committed to offering fair and competitive prices to all our customers. Our pricing structure takes into account various factors such as market conditions and individual customer usage

  It is important to note that the energy sector is inherently volatile, influenced by factors including political unrest and fluctuations in supply and demand. As a result, pricing can vary significantly over time. While government websites may provide average pricing data, these figures often do not reflect the specific circumstances of individual customers.
  Introductory rates are a common practice across many industries,including the energy sector. These rates typically serve as an incentive for new customers to engage with a company's products or services.
  In our interactions with **************, we have diligently tried to work to find a solution that meets her needs while ensuring fairness to all our customers. Unfortunately, we cannot extend ************** the courtesy credit of $514.96 that she is requesting. Our prices are fair and competitive. It is important to note that pricing can indeed vary among providers, especially when considering promotional offers and the range of services each company provides.
   We remain dedicated to collaborating with our customers to explore pricing options and promotions that suit their usage requirements and financial constraints while upholding our commitment to fair pricing practices. Our door remains open for ************** and we hope that she is able to reconsider using Paraco as her provider.

   

• Initial Complaint

  Date:09/20/2023

  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.

  My previous Tenants vacated the property on July 4, 2023 and had previously requested the removal of 2x Paraco propane tanks on 22 April 2023 (propane is for heat only so not required from April onwards). Removal of the tanks never occurred so I again requested their removal on 7 July. On 16 July, Paraco confirmed via email that the tanks would be removed without delay.It is currently September 19 and tanks have still not been removed. Worst still, given the tanks are currently more than 75% full, the propane company my new Tenants have engaged were unable to install their own tanks as it is a breach of *** law to relocate tanks that are that full. Resulting in my new Tenants still being without tanks for heat and winter is coming. Disgraceful conduct from Paraco who instead continue to contact me to **********" with me if I agree to retain them and their tanks.

  Business Response

  Date: 09/22/2023

  Paraco prides itself on its commitment to its customers and for any case in which a customer has had a negative experience working with us, those concerns are thoroughly investigated to determine the best course of action and identify areas of opportunity for the future. 
   While it is our intention to comply with and complete customer requests in a timely fashion, there are certain instances in which our best intentions do not work out as planned and for that, we are truly sorry. The removal of these tanks from the complainants property is being expedited to prevent any further disruption. 
  Although Paracos imminent pickup of the tanks on site will remove any remaining obstacles, we are not aware of any known *** laws that would have impeded the movement of the Paraco tanks out of the way for the placement of any others, despite their being filled to capacity. We are saddened to hear that any delay in removal on our part would have led to additional frustrations for the complainant or any tenants that have recently assumed residency.
  
  

• Initial Complaint

  Date:08/07/2023

  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 the date of 6/9/23 we had a gas leak, and while on the phone with the dispatcher I asked to also have Paraco turn off our automatic delivery, as I clarified "I do not have the money to pay for that". On the 6/16/23 I received a notification that it had been delivered regardless and called to figure it out. After a month of calling back and forth with them they decided to investigate what had happened and why I was being charged $1150 for a service I didn't want. On 8/2/23 a Retention specialist claimed that by the time I called the delivery had already been supplied, and offered a discounted rate. However when speaking to a Service Tech about what had happened she mentioned that I was still on automatic delivery. So after nearly two months of asking to be taken off of automatic delivery, and after investigating, they never even fixed the issue, and had me scheduled for an additional delivery that I could not afford. I don't feel its right to charge a consumer for goods that they specifically said they didn't want. I would like a refund for the gas that was delivered in error, or at the least a free pumpback.

  Business Response

  Date: 08/21/2023

  Paraco is always saddened to hear of instances in which a customer is not satisfied with the service provided to them. Receiving automatic deliveries through Paraco helps alleviate some of the burden to homeowners of consistently checking their tanks gauge readings and calling in to request a propane delivery when it is needed. Furthermore, it can help avoid potential fees incurred from a propane runout situation.
  If there comes a time when Automatic deliveries are no longer wanted, upon requesting that change with our staff we will gladly comply.On 6/16/23 a telephone request was made to cease automatic deliveries however, at the time of that request, a regularly scheduled automatic delivery ticket was already pending and was delivered at that same time.
   Paraco is always happy to work with or customers towards positive solutions and can offer payment arrangements when needed to further assist our customers.
  We are happy to report that since the filing of this complaint,we have been in contact with this customer and an amiable solution has been arranged.The complainants concerns were the result of unfortunate timing, but his account has been updated to reflect his desire to NOT receive further automatic deliveries. If/when any future deliveries are needed, a request for such should be made to our office to coordinate. We are grateful for the opportunity to be of service and look forward to his continued patronage. 

• Initial Complaint

  Date:12/02/2022

  Type:Sales and Advertising 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.

  Paraco Gas is price gouging their customers. I paid $6/gallon when competitors are charging $2.89/gallon which is locked in until July 2023. When I called them to remove their tank after explaining the reason for terminating delivery, they now want to charge $175 to remove the tank. They have contacted me about adjusting the price but I refuse to deal with them. This is not proper business.

  Business Response

  Date: 12/07/2022

  Paraco takes great pride in its commitment to its customers and always tries to maintain the high level of service that our customers have come to expect from us. 
  Many different factors play into a customers price per gallon and recent volatility in the energy markets coupled with increased costs pose additional challenges to customers and Paraco alike in how we can best continue to offer the greatest value. 
  The complainant noted that Paraco has reached out to discuss his pricing concerns and offer our assistance but we received no response- working together with our customers towards an amicable solution is always our preferred course of action and we are sorry that in this case we were not able to do so. 
  While charges to remove and restock equipment are standard in the industry, as a courtesy to the complainant, any charges associated with the removal of the tanks will be waived and the complainant will be refunded for any propane remaining therein at the price per gallon they were paid for. 
  While we are saddened that the complainant has chosen to take his business elsewhere, we do understand and hope that we can one day be of service to him again. 
  
  

• Initial Complaint

  Date:11/14/2022

  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 moved back in JULY and it is now almost the middle of NOVEMBER I over paid the company for my previous address and i called and emailed them to stop my service and i was told my over payment of ****** would be refunded in 2 weeks its been months and i have sent multiple emails and they keep saying the same generica thing of the department for refunds is still working on it and looking into it so on I need my money its way past the 2 weeks i was told and every time i email i am told they are forwarding my email and that ill be contacted with the refund blablabla never happends please get my refund back. my account number was ****** and the old address was 83 b zion werstville ********************* they updated the adress on my account to my current adress but still no money and i have called and emailed for months.ill attach the most recent email.

  Business Response

  Date: 11/22/2022

  We are saddened to hear any instances in which a customer has been displeased with their interactions with Paraco as we take great pride in providing a positive customer experience. 
  Any refunds due to our customers are processed and remitted in a timely fashion, as they are due. In the complainants case, in accordance with State Law, funds relating to remittances by and from ************** and not directly resulting from the complainants own out of pocket payment must be returned to the State and cannot be provided to her directly. 
  We apologize if there was any confusion or misinterpretation in communicating this requirement to the complainant and reiterate that if she has any additional questions or concerns pertaining to her benefit amount further inquiries should be directed to the State for additional information on their reissuance.  

• Initial Complaint

  Date:09/26/2022

  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.

  Approximately six months ago I received a notification from Paraco that they had unclaimed funds that belong to me. I Googled the contact number for the company and called to verify that it was actually from them (I am an ex-customer) and was assured that the letter was legitimate and that their system showed I was owned the amount on the letter. I then completed the form provided and sent it to the company. I was expecting a check for the $47.65 that they claim they owe me. I have not changed addresses (from the original gas service location), phone numbers or any other information since I was a customer. Yesterday, I received the same form again asking for the same information, with no acknowledgement of prior receipt of the form or the check or the phone call. I feel like they are playing games and hoping that people do not respond to these requests. They include an email contact but no phone number in the letter. Unclaimed funds should only be considered such if a check was issued to the customer at the service location and not cashed. I have never received a check for these funds.

  Business Response

  Date: 09/29/2022

  In an effort to comply with State and Finance requirements governing the distribution of unclaimed funds within a mandated time, Paraco always tries to ensure quick and easy settlement in these scenarios where customer refunds are due. 
  As part of this process, confirmation of the refund amount due along with any updated remittance instructions are often sought to help ensure accurate receipt and to make sure the necessary funds are sent to where they need to be. We are sorry to hear that in the complainants case she was contacted to coordinate this exchange more than once and without the speedy resolution we hoped. 
  While this situation is regrettable, we are glad to report that since the complainant filing, the refund check due her was issued and is being sent via postal mail to the current address we have on file. 
  
  

  Customer Answer

  Date: 10/02/2022

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