Complaints

This profile includes complaints for Keystone Propane Service Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Keystone Propane Service Inc has 4 locations, listed below.

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  Keystone Propane Service Inc

  1201 Marshwood Rd Throop, PA 18512-1504

  
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  Keystone Propane Service Inc

  RT 6 M Laceyville, PA 18623

  
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  Keystone Propane Service Inc

  1565 Route 507 Greentown, PA 18426-4503

  
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  Keystone Propane Service Inc

  1623 Church Street Tobyhanna, PA 18466

  

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:11/02/2022

  Type:Delivery 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 9/10/22, I called Keystone to inquire about the current cost of propane. Three days later, I called the company to ask why there was a Keystone label on my tank. Without notice, they placed an adhesive bond label on my tank. The agent claimed that their records showed that the tank was being leased from them. When I explained that I owned the tank, they told me that the burden of proof was on me. Keystone purchased *****************, I was doing business with ** since 3/14/12. ** invoices clearly stated that the tank was ** customer-owned. Keystone's first day of service was on 8/20/14, never did they question the ownership of the tank until I called to question the gas price on 9/10/22. On 9/16/22, I was outraged that a company would try to bully a customer out of their property however I do keep my bills in order and sent them the necessary information to prove I was the owner. On 9/19/22, I received an email from keystone agent, ********** stating that the operation manager ***** determined that the tank was believed to be owned by me. That a work order would be created to remove the label the next time they were in the area. On 9/20/22, since there was no mention of the exact date for the work order; I called the company. The agent, ************ told me that the removal of the label had been submitted but would not be scheduled until 12/2022. I asked to speak to a supervisor because I shouldnt have to wait three months, they vandalized my tank. The agent responded by hanging up on me. Not wanting to be disrespected any further, I sent ********** an email. I explained the above-mentioned and wrote that in business it takes 30 days to resolve an issue. His company was falling short of this protocol. No response to the email.On 10/24/22, ******** from Keystone called. She informed me that on 10/20/22(one month since last email), They sent someone to remove it, but due to the temperature, they were unable to remove it. Therefore, they scheduled a work order for May/2023.

  Business Response

  Date: 11/18/2022

  Keystone Propane is sincerely sorry for any inconvenience this may have caused.  This decal was not installed maliciously nor was it any attempt to claim property that was not rightfully ours.  This was nothing more than a simple mistake.  These decals do not remove easily in cold or cool weather so therefore, we will be waiting until spring or some time when daytime temps have been consistently in the 70's and then we will be out to remove the decal.  To imply this was anything more is simply not true, to even suggest that this was an act of maliciousness is not accurate, it was a mistake and we are very sorry, and we will rectify when we can do it appropriately.  Thank you.

• Initial Complaint

  Date:08/03/2022

  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.

  We received a billing statement from Keystone Propane about $250 for not using Propane. If they would of sent a letter saying we would charge a low usage we would of told them to take the 2 120 lb tanks and replace with a 100 lb. It has been a week and they still didn't get the full tanks out. The price of Propane is dropping. ***************************** is the name of account. We feel like it's way too much money for a first time billing. It's a summer home. ***************************** got a second billing for the $250. Both tanks are full and we want the rebate to go on bill and not wait the 30 days or so for there rebate. We want this resolve now.

  Business Response

  Date: 08/23/2022

  We will pick up the tank.  Jbt