Complaints

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

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Centerra Co-op has 25 locations, listed below.

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• 

  Centerra Co-op

  813 Clark Ave Ashland, OH 44805-1967

• 

  Centerra Co-op

  204 State Route 58 Sullivan, OH 44880-9702

• 

  Centerra Co-op

  16570 State Route 3 Loudonville, OH 44842

• 

  Centerra Co-op

  193 Black Rd. Volant, PA 16156

• 

  Centerra Co-Op

  161 East Jefferson St Oberlin, OH 44074

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:01/13/2025

  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.

  Centerra Co-op put 150 gallons of oil in my tank on 12/7. By 1/3 my tank was completely empty. I had the tank serviced to make sure there was no leak, my landlord and others have expressed that was VERY quick for my oil to run out and that it is prompted for questions on if I was scammed by how many tanks was actually filled. A new company who has filled it has also expressed to me unless I keep my house VERY warm around the clock that it would not run out that fast.
  
  The company has expressed that they have all of their ducks in a row and they stand by their decisions a that gauges are checked once a year. That once a year check is in April. That would indicate that if they are an honest company and DID in fact deliver that much, or believed to have done so, the gauges have not been checked since April of 2024.

  Business Response

  Date: 02/20/2025

  We communicated with the service company that ******** ******* called to service her furnace as we were researching her original call.  The service company was told by ******** that we filled her 275 gallon tank which is why he made the comment that it should have lasted longer.  He was not told that she got 150 gallons and her tank was at an 1/8 full (***** gallons).  This equates to ****** gallons the technician was assuming got used with the information he was given.  After i told the technician this, he explained the settings on the furnace and to use 150 gallons in a months time with as cold as it was would make perfect sense.

  We have a lot of customers that 150 gallons is normal for them to go through per month, maybe a little less, maybe a little more.  There are lots of factors that play into it.

  Truck meters are required by state to be tested once per year.  April 2024 was the last time the truck that delivered was tested as I told ********.  It is due again this coming April for the next test.  We get these done within a week or 2 of their due date depending on scheduling with the appropriate county auditors as they perform the tests and seal the meters.  This is the same practice as gas stations follow with their pumps/meters.

  Our GPS system shows our truck at ********** house for the time it takes for a typical heating oil delivery.  He was there 12 minutes.

  ******** was there and took the delivery ticket from our driver.

  The driver is fully trained and we trust him to train new drivers.

  It is unknown to us what temperature the furnace was set at.  It is also unknown while on vacation if a window or door got left open causing the furnace to run more than normal.

  Centerra has done due diligence in verifying that a delivery was made to the house and the appropriate gallons were delivered.  Centerra does not intend to issue a refund to this customer.  

   

   

• Initial Complaint

  Date:09/02/2024

  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.

  I created a payment account over the phone so that when I ordered propane it could easily be paid for. I told the person who created the account to deduct the payment from the last delivery in the beginning of August. On Friday, August 30th 2024 after business hours I received an email stating I submitted a payment for a bill for $523.09, a bill I already paid & somehow placed on a monthly billing cycle. It took hours of looking online to figure out how to create an online account, when I finally had access to the account there was still nothing I could do. As a disabled veteran on a fixed income their mistake ruined my entire weekend, aggravating my military disabilities causing me to go from a calm happy state to an anxious and depressive state. I attempted to call emergency services but there was no one who could help me. I now have to be extra cautious of my spending because I don’t know when or how I’ll receive my funds back till Tuesday. Whether it’s an easy or complex fix due to my disabilities this has caused a major impact in my physical and mental health. The -$523.09 in the attached image shows that my account is in the positive.

  Business Response

  Date: 09/13/2024

  Thank you for bringing this to our attention. I am sorry for any frustration that this may have caused you. When I looked into the matter I did see the ACH payment was in fact submitted twice for the month of August. Unfortunately, our system processes ACH payments based on the customer's statement balance. The statements are automatically generated on the first of every month and withdrawn from the customer's checking account at the end of month. Since the scheduled automatic payments goes off statement balance and not live data it caused the doubled payment. The credit and billing department are aware of the flaw in the system and our trying to find a solution to prevent this from happening in the future. We have submitted an ACH to be credited back to your checking account in the amount of the double payment, please see attachment for confirmation. We also removed auto pay from your account so this should not be an issue in the future. Thank you for your time and please feel free to contact me further if you any questions regarding this matter.

  Sincere Regards,

  *** *********
  ******* ******* **********
  *** ***** ***
  ******** **** *****
  ************ *******
  ************ *****
  ***************************
  
  Energy
  Division

• Initial Complaint

  Date:07/11/2023

  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.

  I Purchase 200 gallons of propane in November 2022. At no time was I advised there was a minimum usage of 500 gallons per year. This is for the Service period from May 1st 2022 - April 30th 2022. I was never advised of any minimum usage fee from this company when I last purchased my fuel, so now that I can't go back to prior service period they now they are charging me a $200 minimum usage fee or I have to go ahead and fill my tank for over a $1000. This company never advised me or my Husband prior to the end of the service period. If we would of been advised we would of just gotten another 300 gallons before the service period was over. Shady practices right there.

  Business Response

  Date: 07/18/2023

  Centerra Co-op installed a propane tank at **** **** ****** ******** ***** the homeowner signed a contract stating that there is a minimum usage charge if they purchase less then 500 gals of propane from 5/1/2022 - 4/30/2023. The homeowner rented the house to the complainant. It is the homeowners decision whether to pay any fees associated with the tank or to pass those along to the renter, in this case, the homeowner chose to pass the fees to his renter. Centerra Co-op sends out information biannually to notify customers of the tank minimums, rental amounts, and the time frames in which these purchases must be made. After sending complainant a minimum usage fee for only purchasing 200 gallons in the stated time frame, complaintant called the office very upset. Complainant was informed over the phone of our policies and also notified that we do mail out this information biannually. The resolution to this particular case resides between the homeowner and the tenant (complainant). 

  Customer Answer

  Date: 07/19/2023

   I am rejecting this response because:
   This is horrible business practice. When I called to purchase the propane they knew, obviously,  that I am not the person they entered into a contract with. With that being said, I only ordered 200 gallons. Good business practice would have been for them to tell me at that time that if I only ordered 200 gallons I would need to order 300 more before April 30th or I would be charged a $200 Minimum usage charge. It's called setting expectations. Telling me after the fact is ridiculous.