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:01/15/2024

  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.

  I've dealt with the company for about 30 years under their "Budget Billing Invoice" system. I was to pay $385.00 per month for propane. There was some confusion starting last March (2023) with the setup of the payment system. The payments were made through Fidelity Investments and the system was changed and it was set up to make double payments until it was noticed and corrected by August 2023. Since then I've again been paying $385.00 per month. During the March 1st through August 1st period we paid $3859.00. The normal cost for those months at $385.00/month would be $1925.00. The charges were $1925.00 over the correct cost. There is a difference of $29.99 that represents a rental charge for the propane tank that is not in question.
  The company is saying that I owed the money and therefore they cannot return it or provide free propane for five months to make up the amount owed. I was paid up to date prior to March and since then been billed and paying $385.00 per month.

  Business Response

  Date: 01/16/2024

  Matheson tried to discuss this with Mr. ****** and mailed out all budget invoices and delivery invoices upon his request on Jan 15, 2024 proving to Mr. ****** that we do not owe him the above amount. He would not let our representative talk and explain. If we refunded $1925 he would then owe Matheson $1700 for back delivery's. because he currently has a credit. He willing sent online banking checks to Matheson and duplicated the payments at his own free will. It was in his best interest because had he not he would be way behind and would have caused suspension on his account. Based on Mr. ******'s annual propane usage his monthly budget should be much higher. We can discuss other pricing options for propane if he wishes.

  Matheson

  Customer Answer

  Date: 01/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  *** **** ********** ******* ** *** ***** * ******** ****** ****  

  Customer Answer

  Date: 01/23/2024

  ADDITIONAL INFORMATION:
  
  The woman from Matheson kept saying I owed the amount they took from my account and then said if they gave me the money they would cut off my service..
  She interrupted me when I talked and finally hung up on me.  They had no right to take additional payments from my account without contacting me so I could approve it or ask me to increase my monthly payment to cover their increased costs.  The only positive item that I heard was she was going to send me a copy of my invoices.
  Because of the lack of improvement over the call I had with them before the bbb complaint I saw no reason to agree with their position.
  

  
  

• Initial Complaint

  Date:05/16/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Beginning in Feb 2023 Matheson began arbitrarily billing me for a propane tank lease. At no point have I entered a lease with Matheson. I have purchased propane from them for many years. I have requested in writing twice for such a lease agreement. None has been provided only continuously billing. I have also contacted the local office multiple times with no resolution. The local office information is also provided on the attachment. I want matheson to provide proof of ownership of the propane tank in question, with a signed original tank set agreement. ( The propane tank was set under agreement from another company in 2004.)

  Business Response

  Date: 05/16/2023

  Matheson owns tank Sent customer rental fee 

  Customer Answer

  Date: 05/21/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Matheson DOES NOT own the Tank.  I have requested proof of ownership, tank set documents, a lease agreement... NONE of which have been provided by Matheson.     They are  billing for a rental fee of a tank they do not own.     Even in response to the BBB complaint they offer no documentation to their claim as requested.          
  
  
  
  Regards,
  
  
  
  **** *******

  Business Response

  Date: 05/22/2023

  Have customers show Matheson  Proof of purchase.

  Customer Answer

  Date: 05/25/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

   

  It is NOT the responsibility to show proof of ownership for any item located on private property.     I have requested multiple times for Matheson to provide me with proof of ownership, a lease or rental agreement,  NONE of which has been provided...they DO NOT exist.     I HAVE NOT entered an agreement with Matheson for any propane tank located on my property.  Continued billing without  the  information requested is harassment.   Billing  an individual is NOT establishment of an agreement.  This absurd behavior from Matheson.
  
  
  
  Regards,
  
  
  
  **** *******

• Initial Complaint

  Date:04/12/2023

  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.

  Please see the attached letters with the details of the complaint. In short
  
  After 26 years of me owning my property and Propane Tanks Matheson Gas in 2023 began charigng me a $40 Lease fee for them insisting that they own the tanks when in fact I own them. I am refusing to pay this as they do not own the tanks. They continue to collect on this improper charge and I am concerned that someone with the company will report this as a past due bill to impact my perfect credit history.

  Customer Answer

  Date: 04/12/2023

  Here are the four documents pertaining to the complaint that I have with Matheson Gas company and my stated position to them via letters.

  ****** * *****

  Business Response

  Date: 04/20/2023

  Good Afternoon,

  Matheson has documentation from with previous owners file with Agway stating the tanks at the property were not purchased. I sent a letter to Mr. ***** on 3/8/23 letting him know that the tanks are owned by Matheson, previously Agway. Matheson obtained all Agway tanks and customer agreements. Matheson does not have any proof of purchase from the previous owner, therefore once Mr. ***** purchased the property the tanks still remain under ownership by our company. All this information was sent to Mr. ***** in the letter he received.

  Customer Answer

  Date: 04/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ******** 

  We are getting no where. Our opinions are polorized. I propose a compromise and I only offer it because I have plans to sell this property in the next year or so, and will wipe my hands of the matter at that time.

  My compromise:  Since I havent been charged for 26 years for leasing the tanks, and the 2023 is approaching 1/2 over, and I only actually use 1 of the two tanks.  Matheson should not charge me $40 for the tanks in 2023.  Before 2024 Matheson can remove the one tank that I don't use.  In 2024 I, or the new owner of the property, will pay the now reduced charge (for one tank) of $20.00.  Thanks my view on the matter.
  
  
  
  Regards,
  
  
  
  ****** *****

  Business Response

  Date: 05/10/2023

  Mr. ***** has acknowledged by his response that the tanks are owned by Matheson by wanting us to pick up one, so he does not have to pay the lease on it. Matheson initiated a leasing program this year on all residential tanks in the field so Mr. ***** will need to pay the lease.  Thanks you. Bill T***** Site Manager