Complaints

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

close

Find a Location

Apollo Propane has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Apollo Propane

  2720 Viking Ln Moraine, OH 45439-1720

  
• 

  Apollo Propane

  2680 Viking Ln. Moraine, OH 45439

  

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:09/02/2022

  Type:Product 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.

  We are moving from the resident where we were using Apollo. We got propane from them before winter. Our furnace went down and we had over 200 gallons of Propane left in the tank. Early August they came and removed the propane. When I wasn't there, they came and picked up the tank. The driver said I would receive a refund for the propane. I received nothing from the company for the amount of propane they received or an acknowledgement of the tank removal. When I called about my refund, they said they didn't have to give me me a refund because they didn't charge me for picking up the tank. The tank was old and probably unusable and I didn't care whether they took it or not. They are going to be able to resell the propane they took from us and I believe they owe us a refund. We had used another service many years ago and when they picked it up they gave us a refund. We only want what we feel we have a right to. We bought that propane and paid for it

  Business Response

  Date: 09/22/2022

  We filled our tank at the *****'s residence in October of last year at their request. 

  
  

  We were never told that their furnace was down and not working.

  
  

  On July 14 of this year Mary called our office to say they were moving and requested our tank picked up. She did not inquire about our refund policy.

  
  

  U.S. Department of Transportation prohibits the transportation of tanks this size over the highway with more than 5% gas contents. On July 18 our truck driver stopped by and pumped out the 65-70% that was in our 330 gallon tank. This is a time consuming task that takes an hour or two.

  
  

  On July 19 our crane truck stopped by and picked up our empty tank and returned it to our plant. The tank is in good condition. It will be refurbished and redeployed on a new customer.

  
  

  On July 26 Michael called our office to inquire about a refund at which time we told him there would be no refund. Every propane company has its own policy regarding refunds at termination of service. Ours conforms to industry norms and states that in the normal course of business we do not issue refunds for gas that has been delivered at the request of the customer. When we do make exceptions, we normally offset any refunds with the cost of pumping down the tank (if necessary) and the cost of pick up. These policies are standard in our industry.

  
  

  Nevertheless, we would like to offer the *****'s the following, as they were with us for 10 years:

  
  

  225 gals of gas @ $2.899 gal + tax = $701.20 less $125 to pump down and return the tank = $576.20 refund.

  If this is satisfactory to them we would need their new mailing address to send a check next week.

  
  

  Thank you for your help in resolving this issue. I look forward to hearing from you.

  Customer Answer

  Date: 09/24/2022

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  **** ** *****