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:11/07/2023

  Type:Order 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.

  We switched propane companies because this company wanted to charge us $4.99 a gallon when the average rate in PA is around $2.99. We have three 100 gallon tanks that we rented from them. Last year we used electric heat because the cost of propane had increased. This year electric increased so we planned on using propane instead. When I called and asked for a rate they said $4.99 so we decided to shop around. We found another company that offered us less than half their rate. They told us its customary for companies to reimburse customers who give tanks back for the amount of propane is left in the tanks so we made the switch. When I called Moyers about picking up the old tanks they told us they will not be paying us back for the propane we already paid for that remain in their tanks. The tanks are over 70% filled, again three 100 gallon tanks. They were very inconsiderate on the phone. How can they expect a family to afford $4.99 a gallon and not shop around, when they are providing much much lower prices to other families. If they take their tanks with our propane in them that we already paid for technically it feels like they are stealing from us. We signed no contract when we used their services. The pictures attached are what is left in the tanks.

  Business Response

  Date: 12/08/2023

  November 24, 2023

  *** ******** of the BBB: 

  *** ***** moved to *** ****** ***** Northumberland PA in 2020.  We already had 3 company owned 100 gallon tanks at that property for the previous homeowner.  

  The last time *** ***** took gallons was March 28, 2022.  

  No gallons were delivered in 2023 to date. 

  Our company policy is customers with our 100-gallon tanks must use 150 gallons of propane in 12 months or we do charge $100/year/tank rent.  

  On October 10, 2023 we stopped to deliver and no gallons were delivered.  We left a bill for $80.00 rent for our 3--100-gallon tanks for 2023.

  She called shortly after this and requested our equipment be removed.  She never asked about a refund.  

  We have not offered a refund when we remove our equipment since 2015. 

  We currently charge $2.39/gallon for customers who use the minimum usage.  For customers who do not meet the minimum we charge $4.99 plus tank rent. 

  We had 3-100 gallons tanks at the property and two regulators for a total value of $2878.00.  We also carry the liability insurance on our equipment. 

  So, in 19 months we made absolutely no money on this account.  Actually, we lost money. 

  Sincerely, 

  President

  Customer Answer

  Date: 12/08/2023

  It is not the fact that they lost money. We did not sign any contract using their services. They never provided us their company policy and we did not sign any agreement to acknowledge we known anything about their policy. Their policy is not listed on their website. Their tanks were there when we moved into our new home. The fact that they assumed we knew anything about the cost increase is preposterous. 

  Customer Answer

  Date: 12/08/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  The fact that they lost money is a mute point at this point. We went from paying 2.89 to paying 3.89 in 2022 which is why we switched to our electric heat that year bc it was more affordable than the almost $4 they were going to charge us that year. When we looked into using our propane again they wanted to charge us $4.99 a gallon. That in itself is preposterous and there is no way anyone would have paid that and not have searched for a cheaper option. It is completely unfair and not good business practice. We also never signed any kind of contract.. never signed an acknowledgment of their prices and policies and nothing is publicly posted to have awareness of their pricing and policies.
  

  Regards,
  
  ***************************

• Initial Complaint

  Date:03/21/2023

  Type:Order 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.

  My husband died in December of 2021 and Ive been trying to keep things going ever since. On August of 2022, Moyer Gas came, it was an automatic stop. Since the maintenance and rental fees weren't paid, they only gave me 6 gallons of propane for $36. I received a bill for $236, which was in my husbands name, **************************, he was in the service. They informed me I owed $200 for maintenance and rental fee for 2 years. We’ve been using this company for 50 years. I had no way of proving if my husband paid for that so I paid the bill. This winter I called Moyer Gas and asked them to bring me 10 gallons because I didn’t want to run out since they didn’t fill it in August. I talked to a woman and she said she couldn’t make a stop for just 10 gallons of propane, she wouldn’t make any money. I informed her that the tank has not been maintained in quite some time and I pay a maintenance fee. She wouldn’t work with me. The pictures show a lot of rust, I wonder if it could be leaking gas! Why am I paying for a maintenance fee and it not be maintained! I don’t know how much gas I have in the tank, a friend told me around 40-45%, but is the gauge accurate since the tank is in bad shape. The stove isn’t running properly and I smell gas sometimes. Since the tank is rusty outside, is it rusty inside? How many other tanks from Moyer Gas look like this at other residences? Is this a hazard? 

  Business Response

  Date: 04/07/2023

  April 6, 2023 
  *** ******* of the BBB: 
  First let me give you some delivery history for **** ****** in our 100-gallon tank over the last few years. 
  8/29/2019 
  32.6 gallons 
  $87.69 
  8/31/2020 
  31.8 gallons 
  $88.72 
  8/30/2021 
  21.3 gallons 
  $59.43 
  8/2022 
  We did not charge **** ****** for 6 gallons of propane (free) 
  The last check we received from her was #366 on 8/26/2022 for $230.26. This was payment for the 2021 delivery at her home and her rental house. Please note it was a year late. 
  We have never heard any complaints from **** ****** on the condition of our 100-gallon tank. 
  We do not charge any maintenance fee to maintain our tanks. 
  We have never heard any complaints that the cooking stove is not working right or that she smells propane. We have a service department for these issues. Our guess would be the oven valve is leaky and needs replaced. 
  If the gauge reads 40-45 % she has over 50 gallons supply. 
  Our company policy is customers with our 100 gallon tank must use 150 gallons of propane in 12 months or we do charge $100/year rent. We have never charged **** ****** rent. 
  We would like to settle this matter by removing our 100 gallon tank and our regulator (market value of $989.00). We would not ask for any rent. 
  Or she may purchase the equipment from us for $989.00 plus sales tax. 
  Sincerely, 
  Jill * M****, President