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:07/14/2023

  Type:Delivery 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.

  /July 3rd, we called McCains for gas, letting them know it was an emergency. They said to call back after the holiday. We called back on Wednesday the 5th to again ask for gas and it was an emergency as we were really low, and it is the way we make food for our child. They gave us a run around for days. My husband then called on Monday the 10th and they said they would be here either Thursday the 13th or Friday the 14th and would call before they came. It is now Friday the 14th, 2:30pm in the afternoon, no one has come. They also are charging us more than they should. When we got gas from them in March, we did not need the full amount of which we paid which was around $125 I believe so we were told it would be credit towards our next order. We were fine with that however this is now the next order, and they want to charge us full amount and saying there is no credit. All we want is our gas delivered to us and not have to wait any longer this over a week and letting them know it was an emergency is ridiculous and give the credit we were supposed to have towards the order. After that we are happy to find a new place to get our gas from who will deliver it on time and when they say they will. We did not want it to come to this however, calling and talking gets us no where we are lied to and told different dates and then no one shows.

  Business Response

  Date: 08/14/2023

  To whom it may concern,

  We received your letter sometime towards the end of last week and it was just reviewed. *****/********************************* account is Cash on Delivery. This means whenever they run out of gas they need to make arrangements with the office to have someone there to pay and to see when we can schedule a driver. This causes a lot of back and forths of when we can have a customer and a driver available at the same time. The cash on delivery account status us due to several instances of deliveries being 5-7 months past due. It is the off season and we currently have only one driver maintaining deliveries. We have scheduled routes, our driver works an area on each route once a month. With the holiday and vacations planned with staff, we were short staffed. To avoid these situations we ask our customers try to leave a credit payment on their account so we can fill them when we are in the area. Cooking propane is not considered an emergency in the summer months as other options of food preparation are available. We can take a driver off route and send him to an out of gas call out of the area but that does require an additional fee and puts our driver behind schedule over an account that is supposed to be maintaining their usage/needs and schedule appropriately.

  Attempts were **** from July 5th onward for two weeks to try to contact the customer/get the delivery made. Finally on July 17th the tank was changed. The customer was given an amount ahead of time of what a full tank would cost - $150.00. Our technician wasn't aware of the credit that was on the account from the last delivery we had to make a special trip to swap the tank when the customer wasn't actually out of gas. You will see the credit ***** was concerned about was in fact applied to this last delivery. The delivery was $150.00, there was a 7 gallon credit issued for $35.00 so currently their balance is showing a $15.00 credit that can be applied to their next purchase.

  For each of these last two deliveries, the customer did not plan ahead and make these arrangements causing us to have to go off route. Each of these circumstances should have been charged a $45.00 special trip fee but were waived. We are sorry this particular delivery took longer than normal but this is why we request our Cash On Delivery only customers to plan ahead of time so we can take care of them on route. 

  If they are unhappy and would choose to find a new supplier, we understand. We at McCain Gas & Electric, Inc wish them well and hope they will have a better experience with a new company who is able to serve cash on delivery customers who are aware of their terms/don't plan ahead or can extend credit for several months. This has already been taken care of several weeks ago without the need of the BBB intervention. 

  Customer Answer

  Date: 08/15/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. We do plan ahead we just dont expect to have to plan for weeks ahead. Yes summer months some have other options but we do not at the moment. We did keep a card on file, they used to charge it this was the fist time we have used cash in awhile. However issue was finally taken care of and we agreed to find a new company. We are good with closing the case.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:03/17/2023

  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.

  On or about Jan 12 2023 McCain Gas and Electric removed their propane tank from a home i own at *************** Tunkhannock Pa  *****. I spoke with the secretary at McCain's as to why it was removed and they had the wrong house, wrong address. I asked that the tank be returned and hooked up. The secretary told me that a tank would be delivered and i would be credited for the 50% of propane in the tank that was removed. After waiting over three weeks and numerous calls a tank was not delivered. Due to freezing temps and the house freezing up I went with a different propane supplier to get heat into the house. At that time I contacted McCains and asked that they cancel the account and reimburse me for the 50% of propane that was in the tank they removed by mistake, propane that I had previously paid for. I have not received reimbursement from McCains and my numerous calls have not made it farther than the secretary. The owner will not take my calls or return my calls. I would like a refund of $100.00 ( far below the value ) for the contents of the tank they removed by mistake. I am willing to overlook the damages done to my lawn when they drove through it to remove a tank from the wrong home.

  Business Response

  Date: 04/05/2023

  Hi *******,

  
  

  I'm writing in response to complaint ID ********; ***************************. He had requested a $100 settlement amount and we are sending him $159.00 as a refund due to our error.  We will also repair any lawn damage at the customers convenience. We apologize for any inconvenience caused.

  Customer Answer

  Date: 04/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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,
  
  ***************************