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Business Profile

Propane

John Ray and Sons Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Propane.

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/08/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    Jan. 26, 2023 Charged 60 cents more per gallon for my fuel. As you can see, I get a discounted rate based on my usage when compared to the averages. In January, I was charged the full amount, yet they claim that was my discounted rate. They price gouged because it is colder outside. I understand that the price of propane fluctuates, but it did not change by 60 cents per gallon on any reported pricing werbsite or from other companies that I spoke with. I called and asked for them to check my bill and they insisted that the cost went up that much, then chose to say as a big business, they have more overhead and have to charge more than the competition. I asked for proof of such a dramatic cost increase and they have not provided evidence to justify why my price jumped so much. In the past, when they charged my incorrectly, they acknowledged the error and corrected the bill. This time, they are throwing out my discounted rate, claiming it is still there and increasing my price to put more profit in their pockets because the temperature is lower outside. Please help fix this.

    Business Response

    Date: 02/21/2023

    We have spoken with our customer and resolved this matter.

  • Initial Complaint

    Date:11/29/2022

    Type:Billing Issues
    Status:
    Answered
    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 81 year old Aunt was charged $275 restocking fee because she changed companies to one that has a lower rate. I called John Ray to come pick up their tanks they did and they refunded her for the remainder of her propane of $409. Then they proceeded to bill her $275. For a restocking fee for refunding her. I feel like they are trying to take advantage of the elderly and she lives on social security and shouldn’t be charged this ridiculous amount.

    Business Response

    Date: 12/08/2022

    Spoke with customers niece. Explained that John Ray does not charge to set the tanks but we do charge a fee to pick up the tanks. Agreed to remove the fee due to the customer misunderstanding of the policy. Customer satisfied. 

  • Initial Complaint

    Date:11/11/2022

    Type:Billing Issues
    Status:
    Resolved
    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 July of 2022, I switched propane company's due to poor service and dissatisfaction with John Ray and Sons. John Ray and Sons then told me there was a removal fee of $275 plus tax to take back their tanks. They also said they would credit me for the propane that was left in the tank which was roughly 60 gallons. The credit amount would be based on market price and was to be added to the bill. I find it upsetting that I have to pay a company to take their property back, and get taxed on it. Therefore, I have not paid the bill. Also, I have not received funds owed for the propane left in the tank, nor has it been credited to the bills that have been sent to me. On 11/9/22 I called them asking about the refund/credit. They told me there was some digging to do and they would get back to me. They never did.

    Business Response

    Date: 11/19/2022

    Spoke with customer. Apologized for the delay in getting the returned gallons getting posted to the account. Customer satisfied. 

    Customer Answer

    Date: 11/22/2022

    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,  ****** ******** 

John Ray and Sons Inc is NOT a BBB Accredited Business.

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