Complaints

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:03/02/2025

  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.

  Their driver could not drive their delivery truck to deliver propane and I ran out several times causing problems with my hot water heater and furnace. They suggested to go with my previous supplier ******** who never had trouble delivering to me. Their manager Jack said he would NOT charge me a pick up fee since it was their fault. However the accountant Rachael Wendt refused stating they do not do that. I had to call several times and go through nasty discussions. Rachael hung up on me. Jack sent me 1/2 of the pick up fee of $75 but they charged me $150. They still owe me $75. I live on social security and can not absorb this cost especially since I did change providers at their suggestion. They need to pay me the other $75 as promised. Also, my tank was at 60 percent
  When they picked it up yet and they sent me half of that too. ******** told me their tank was at 60 percent when they dropped of the new tank I made note of it because they cheat people on this too. Their salesman Don O** was very pleasant when he came to ask me to change over to Wendt. After Mr O** the rest of the customer relations were a nightmare. Please send my $75 as promisef

  Business Response

  Date: 03/04/2025

  To Whom It May Concern:
  
  It is not the position of Wendt’s Propane and Oil to speak
  on behalf of other companies’ delivery policies, but our driver and technician’s
  safety is paramount. When an experienced propane delivery driver annotates an
  account stating the driveaway is inaccessible due to a variety of reasons, such
  as lack of maintenance, overhanging brush, or snow or ice, we make every effort
  to contact the customer to have the driveway accessibility rectified such that
  a 33,000-pound delivery truck containing hazardous materials can access the
  tank safely and efficiently.
  Having said that, management at Wendt’s Propane and Oil have
  spoken with the previous customer on multiple occasions to address delivery
  concerns. Because of the unchanged unsafe delivery conditions, management
  reached out to the previous customer to advise further deliveries will be put
  on hold and the customer will need to find a new supplier to service the
  account, which was mutually agreed upon with the previous customer.
  Several attempts have been made to settle this matter with
  the previous customer by management. For quality assurance and training
  purposes, our inbound and outbound calls are recorded. A partial refund of the tank
  pick-up fee was agreed upon by management and the previous customer; a check
  was subsequently mailed to and cashed by previous customer.
  When Wendt’s Propane and Oil agreed to the partial refund of
  $75 and check was sent, this matter was considered to have been closed when the
  aforementioned check was cashed thus Wendt’s Propane and Oil will not be sending
  any further correspondence.
  
  Jack C********, General Manager

• Initial Complaint

  Date:02/15/2023

  Type:Customer Service 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 spoke to the GM Jack @ Wendt Propane on 12/19/2022 to advise we have a closing date on the house, so please put me on "Will Call" and do not deliver anymore propane unless I call in for it. I wanted to run the tank as empty as possible so as not to owe for unused propane. Jack agreed to this, and advised me to call him if/when my tank gets down to 20%. Jack proceeded to have my propane tank filled the very next day with 187.5 gallons @ $3.10 per gallon (I was locked in at $2.99 per gallon before my phone call with Jack), while I was at work, which was not authorized. I called Jack, and he apologized, assured me that everything will be fine. He will make sure this does not happen again before the closing date on the house. Then on 01/20/2023 Jack proceeds to have another propane fill up delivered, while I'm at work, 144.7 gallons @ $3.10 per gallon, which again was not authorized. I called Jack again, once again he apologized and told me "not to worry, you don't owe me for it". I will take care of it. The day before closing he sends a meter read to my real estate attorney and says I owe him $1,462.60 for an almost full propane tank. When I called Jack back in December, if he had done exactly what I told him to do, I would not "owe" him anything at the closing of the house. I feel Jack purposely filled the tank so the new owner would feel obligated to keep service with Wendt propane. This has absolutely changed my feeling about Wendt Propane and how they provide service. I want to make the owners Paul and Todd aware of how Jack handles their business. I do NOT feel I owe for the $614.29 fill in December or the $476.36 fill in January. Neither fill were warranted, nor necessary!!

  Business Response

  Date: 03/06/2023

  We are very sorry to hear of your dissatisfaction.  As
  a company, we have participated in hundreds if not thousands of closings and we
  have never had any issues to speak of.  While we agree the two
  deliveries in December and January were made inadvertently, it makes no
  difference how much a tank has at closing - as long as the buyer has enough
  propane for heat and hot water when they move in.  Whether a tank is at
  20% or 80%, the industry standard is the buyer pays the seller at closing for
  the entire contents of the tank.  In Ms. ********’s case, she received 
  $1,138.43 for the 365 gallons, or 73% left in the tank on the day of
  closing.  She promptly paid us the entire amount of that check and that
  left a balance due of $324.53.  It is important to note the balance
  before the December delivery was $547.31 and Ms. ******** only made one
  $175.00 payment between November 22, 2022 and the February closing date. 
  The balance due merely reflects the propane Ms. ******** used between the last
  delivery and when she closed on the house, as well as what would have been owed
  prior to the December delivery.  At no time was she asked to make a
  $1,462.60 payment and furthermore Ms. ******** was given our Cap Rate of $3.099
  for this heating season.  Attached is a document that was sent back to us
  on 9/15/22 which shows where Ms. ******** selected the Cap Program, which was
  the $3.09 per gallon.  Lastly, we take great umbrage with the insinuation
  that our company would purposely disregard the wishes of a customer in order to
  have our tanks filled prior to closing.  In reality, the quantity of
  propane that the buyer purchases has no bearing on our ability to retain the
  person as a customer.  In over 55 years of business we have retained
  virtually all of our new home buyers as customers.  Based on the facts
  laid out in this communication, we are still fully expecting that the entire
  balance will be paid within 30 days.  Please feel free to contact us
  should you have additional questions or concerns and thank you for the
  opportunity to respond to this complaint.