Complaints

This profile includes complaints for The 21st Century Energy Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The 21st Century Energy Group

  511 Montgomery Ave New Castle, PA 16102

• 

  The 21st Century Energy Group

  1 Best Heat Way Greenville, PA 16125

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:02/05/2025

  Type:Service or Repair 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 heat our home with propane. The company we use is ****************. This is part of 21st Century Energy Group. On January 20, 2025, we were at 30% of propane. We ordered our propane online. There have been several complaints on ******** about **************** not delivering propane. We contacted corporate last week since we had not received our propane and ****** is not answering phone calls. Corporate told us that we would get our propane on February 4. We ran out of propane entirely on February 4 - this is the only heat source. We called corporate on February 4 to let them know we were now entirely out and that the temperature was 19 degrees outside. They said we were on the list to get our propane delivered on February 4. OUR PROPANE has not been delivered as of February 5. We had to resort to space heaters to heat parts of our house. ****** owns the tank so we are not able to get propane delivered by another source. I would like our propane delivered and that we be reimbursed for our expenses for the space heaters as well as any pipes or plumbing repairs that may occur if our pipes burst due to no heat.

  Business Response

  Date: 02/06/2025

  Dear BBB,

  Due to the weather conditions and cold temperatures that we have not experienced in the last couple *******, we have experienced an unprecedented number of orders and phone calls over the past 3-4 weeks. Our office staff has been answering the phone calls as fast as possible. We have moved delivery drivers from surrounding locations to this delivery center to help with the work load. We have been alerting customers since the beginning of January that our current lead time is approximately 7-10 business days, which is also posted on our website when customers place orders online. I have attached a copy of the customers delivery slip showing that they have since been delivered. We do send out multiple advertisements throughout the year for customers to check their tanks early and order early during the winter to avoid issues like this, but unfortunately most customers do not take advantage of those notices.

  Thank you for reaching out,

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

  Customer Answer

  Date: 02/06/2025

  
  
  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,
  
  ****** *******

• Initial Complaint

  Date:01/16/2025

  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.

  We have been customers with ************** for years( account is under ****** ******** ) and are on auto fill. The auto fill no longer coincides with when we need filled since 21stCentury became affiliated **************, leaving us to call them and be told that delivery will be days out or we were already scheduled days prior and they still haven't delivered.We are now facing below 0 weather and may run out of fuel oil.

  Business Response

  Date: 01/30/2025

  
  
  Response sent via Electronic Mail
  
  
  January 31, 2025
  
  Better Business Bureau
  Attention:  ***** ******
  ******************************************************************************************************
  
  RE:      ****** *****
              ID:  ********
  
  
  Dear Ms. ********************* are in receipt of your letter dated January 26, 2025,with respect to the service complaint filed by Ms. ****** *****.  We have reviewed the complaint and do not believe the allegations she has stated are an accurate reflection of the service she has received.
  
  Ms. ***** is as she states an auto fill customer.  As an auto fill customer, our system tracks her historical usage based on an industry standard degree day usage.  As a company we continuously project our degree day usage based on forecasted temperatures for the upcoming two-to-three-week period.  Our program is designed to deliver between 70% to 80% of the tank capacity based on the above calculations.
  
  Ms. ***** has a 275 gallon fuel oil tank, that would translate to an ideal delivery of 192 to 220 gallons of fuel oil.  On January 17, 2025 a delivery of heating oil was made in the amount of 182 gallons. Based on the gallons delivered, the auto fill program worked as intended.
  
  Should you have any questions please feel free to contact me.
  
  
  Sincerely,
  
  
  ******* G *****
  Chief Financial Officer

  Customer Answer

  Date: 02/04/2025

  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.

  
  After reading the January ******* response from Mr *********** there may be some future issues since he states that the auto fill system is based on historical issues and forecasted temperatures for the upcoming two-three week period. It appears that there may be some problems with this system.

  According to the 21st Century representative that I first spoke with prior to the January 17th delivery, she stated that we would not receive oil until January ******* according to the system. With the upcoming weather forecasted to be around the single digits and near zero, we panicked and resorted to using electric heaters to conserve the oil we did have until then. Our neighbor also was having problems with getting a delivery for their home and business and said they were keeping their furnace on 64 degrees.
  

  I would like to thank BBB for their quick action, it most likely led to the January 17th delivery and taking away the worry of making it through 10 more days. Hopefully 21st Century will look at their auto fill system, it worked very well under ************** before 21st Century became involved.
  

  
  

    
  Regards,
  
  ****** *****