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Business Profile

Propane

Luther P Miller Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Propane.

Complaints

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

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Luther P Miller Inc has 5 locations, listed below.

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    Customer Complaints Summary

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

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    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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    • Initial Complaint

      Date:08/11/2022

      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.

      On Mon July 25th , 2022, my husband ***** and I stopped in at Luther P, Miller fuel company to have
      someone come out and discuss with us about having a larger propane tank installed due to us getting a
      generator to run our whole house. They said they would leave a message with their propane guy. Rich,
      who was the supervisor called ***** and said he would be out on Monday Aug 1st at 9 AM.
      On Monday Aug 1st, 9 AM came and went and we Rich didn’t show up nor did he call. So ***** called
      him and left a message with him as to where he was at. Around 11:10 or 11:15 AM Rich called back and
      I answered and he said he would be there in 45min. Two hours later at around 2:15 pm, he finally
      showed up. I told him that two hours ago he said he would be there in 45 min. He told me that there
      was an emergency he had to take care of and I thought to myself, well you could have at least called to
      let us know. My husband had gone into town to run errands, so I showed him where we wanted the
      tank set at and he said “no problem”. He then said he would run the gas line either under the siding, or
      dig a trench and bury it. I told him he would have to talk to ***** about that to see what ***** wanted
      done. He said well, what ever he wants to do, just to let him know when they were going to pour the
      concrete for the generator and he would give it a day or two to set and come back out. I said they were
      going to pour the concrete on Wed. Aug 3rd, and he said he would be out on Fri the 5th
      , just to let him know.
      When ***** got home I explained to him what Rich said and ***** said no—he did not want the line ran
      that way because if we change the siding, it would be in the way there, and he didn’t want it trenched
      under the porch because we had plans to redo our deck and if something dropped on the propane line
      and busted it or damaged it, it could spark and cause a fire. He Rich to drill through the foundation and
      run the propane line inside. I said well you need to call and let him know. That evening, Wed Aug 3rd
      ***** called and left a message with Rich to call him back. Rich never called back the rest of the week.
      On Monday Aug 8th, I had just got back from taking my mom to an appt. and Luther P. Miller was in our
      driveway. It was around 1 PM. I went inside and out onto our back deck and saw our old tank was
      taken out and they put the new one in where we had discussed. I walked out the sidewalk and came in
      contact with a propane guy. I said you guys were supposed to get in touch with ***** before you did
      anything. I proceeded to tell him that ***** did not want the line ran under the siding nor did he want it
      trenched behind the porch. They said well their boss, (Rich) would be out in a few minutes. So after a
      couple of minutes I went back outside and met Rich coming up my sidewalk. He already had a look of
      anger and disgust on his face. I said “you were supposed to call ***** back.” He stated ***** never
      called him. I said I can assure you he did I was there when he called. Very snidely he said “I’ll show you
      there is no messages on my phone.” (well I know he deleted the message, I am not stupid) So I said
      ANYWAY, this is how ***** wants it done and I proceeded to tell him ***** wanted the line ran on the
      inside of the house. Rich then looked at me and in a low, angry voice he said “if he wants that done he
      can do it himself.” I then told Rich to pack his stuff and get off our property. He then yelled “pack ‘em
      up and lets go!”


      First off, I am almost positive we, the customer, cannot do that ourselves, it is illegal. You need to have
      a Certified Technician to do that. That just shows me that Rich is either too incompetent to do the work,
      or just too lazy to do it, nor does he know how to treat customers.


      I then went into the house and called Luther P. Miller and told them they were bringing our propane
      back and the tank was still 50% full. I knew this because when Rich came out on Aug 3
      rd, he looked at it and said there is still 50% in there. I said I want refunded for what is left in there because we already
      paid for it. The person on the other end said he would leave a note for the propane manager.
      When ***** came home, I told him what had happened, and he called into Luther P. Miller and said
      about getting a refund for our propane. They said they charged to bring out tank back and that they
      were not refunding us for it.


      If Rich would have called us back like he was supposed to or called to let us know he was coming out
      that day we could have informed him of what we wanted. We did not make that appointment or tell
      them to come out that day, they just showed up. Nobody called to tell us they were bringing a tank on
      Aug 8th. As far as taking the tank back, apparently they had plans to do that anyway, they were already
      there!


      So they are punishing us, the customer, because they have an employee that is incompetent or too lazy
      to do his job, so they will just steal money from the customer to compensate for it. That makes them
      feel better. My husband has dealt with Luther P. Miller for approx.. 30 years. In 19920 he owned a
      mobile home North of Somerset and bought fuel oil from them. In 1997, when we bought our first
      house, we bought fuel oil from them and when we purchased this house, we switched from PA Propane
      to Luther P. Miller and have been with them ever since. This is how they treat a LOYAL customer.

      Business Response

      Date: 08/23/2022

      After a disagreement as to the installation details for the propane supply line, the customer instructed our propane manager to leave the property. Unfortunately, we were unable to satisfy the customer and removed the propane tank. 


      An account credit for the remaining propane (50%) was issued. The standard removal fee was waived. A refund check was mailed to the customer on 8/23/22. 

      We consider the issue resolved. 

      Thanks, 


      Randy S******

      Office manager 
      Luther P Miller Inc. 


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