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Business Profile

Propane

Atlantic Propane, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Atlantic Propane, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/30/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 canceled my propane service due to constantly running out of propane, despite being on automatic delivery and calling ahead. In addition, I was promised that my account would be monitored for the best prices due to having both a commercial account, and residential account, both with high usage. Upon canceling, I was never informed of any restocking fees or charges my account with incur. I had a credit on my personal account for well over $2,000 and Atlantic refused to refund me due to having a balance on my commercial account. I explained to them that they were two different accounts and that I was waiting to be credited fairly for the propane that was pumped out of all of my tanks. Atlantic propane charged my account an astronomical amount of money to pick up and empty the tanks and only refunded me $1.40 per gallon, despite me paying $2.73 per gallon for the fuel. They then charged me restocking fees that were so significant that instead of being refunded for my fuel, I was charged more money. I was recently told from a member of the government that it is illegal to charge restocking and service fees on a residential account and therefor I believe I am owed a refund of $1673.06 due to the previous credit on my account and fuel that was returned. I have reached out many times to Atlantic and am given the run around regarding my refund.

      Customer Answer

      Date: 08/05/2024

      The company has promised to issue me a refund on my personal account.. and I agreed that Id pay the balance on my commercial account. I am still concerned about the restock and services charges that were added to my statement. Considering that my tanks were disconnected and easily accessible, requiring minimal work to pick up. In addition during the cancelation of my service I was never made aware of any of these charges, nor do I recall ever signing anything agreeing to such charges. I do believe that in order to charge a customer restock fees and service fees, they need to agree to / understand the charges prior. I have been told by a member of the government, that these charges are not legal for residential customers. That Im suppose to get back a credit for all of the propane in my tank. I have emailed my attorney for clarification on whether or not thats accurate. 

      Business Response

      Date: 09/19/2024

      In regards to the above complaint, Check # ***** was mailed out on 8/20/24 for $1,547.27 and was cashed on 9/4/24. And since the initial filing, Modern Gas Representative ******* ***** spoke to the customer, ********, and resolved this issue.  If there are any further questions, please let me know.

       

      ****** J. ****, Esq.

      Corporate Counsel

      Modern Gas Sales, Inc.

    • Initial Complaint

      Date:12/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 requested a propane delivery on Nov 21st, nothing, my gas ran out last week and I made another request on Dec 14th. Today I called several times and was told every time that they were on their way, no one showed. I called back and asked what happened and the person on the line refused to answer, give me their name and then hung up on me. I attempted calling back but no one answered even waited 10 minutes on hold. Waited another called back they answered and hung up on me again. It has been 30 days since I put in the first request, I have been out of gas for a week and am beyond disgusted with their office and business.

      Business Response

      Date: 12/23/2022

      I have reviewed the customer complaint in regards to *** ******.  The last 2 deliveries we have to made to this account have taken 5 months on average for us to receive payment.  Please note that customers that keep their account current remain on automatic delivery.  I realize that these are difficult times for everyone and better communication from the customer along the way could have really made this situation avoidable.  We try our best to be understanding and work with customers to avoid having an issue like this.  I do apologize for this inconvenience but I would advise the customer to contact us directly via telephone  to avoid having this service interruption in the future. 

      Customer Answer

      Date: 01/06/2023

      [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 gas was refilled in June 2022 so the 5 month automatic should have kicked in by the end of November at the latest. It does not resolve the issue of contacting them on Nov 21st and not receiving gas until Dec 20th after calling them repeatedly and utilizing their customer service emails, and the problems I had with their customer service hanging up on me



      Regards,



      ***** ******

    Atlantic Propane, Inc. is BBB Accredited.

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