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:05/19/2025

  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.

  Koppys has been ripping me off since the New Bloomfield business was purchased from ********. Under Swensons, I had 2 tanks and would call them when either needed filled. They knew both tanks were secondary and would hardly be used. I called them, they came, I paid for the propane I needed. No headaches at all.Enter Koppys. My usage hasn't changed since Koppys took over. They changed my tanks to 2 smaller tanks which I didnt really care. They emptied the larger tanks to load them on the truck but gave me a REDUCED PRICE / GLN ($3.99, $3.29 & $3.49. Not sure why there three prices). When they filled the new smaller tanks, I had to PAY MORE PER GLN THAN WHAT THEY GAVE ME for the old propane. I paid $4.29 to fill the 2 new tanks. Anyone will be confused with those invoices. I attached one invoice. They come out annually and fill them whether they need fill or not. The first time they came to my house, they charged me for 2 DELIVERY FEES ($5.40 each). The tanks are about 40 ft apart!I must use a min. number of gallons per year or I pay a rental fee on each tank as a minimum usage fee ($78.00). Never had to do it with Swensons. I am not even sure how much the rental fee is because I also paid $241.68 rental back in May '23, but was reimbursed. At this point, I am not sure when my year starts and ends. I spoke with someone on 5/2. He said my best bet would be to purchase my own tank to replace one the tank i hardly use. I would have done that, but nobody said I could do that. If I do that now, Koppys will give a reduced price per gallon (again) AND charge pick-up fee of $94, and most likely a hook-up fee. (they rip people off). Will I need to pay for a regulator?The man I spoke with said I'm not the first to complain and didnt understand how Koppys came up with pricing. I asked who I can talk to. He said he wasn't allowed to give a name or number. My records go back quite some time; there are no invoices past 4/3/23 and they are all confusing.

  Business Response

  Date: 05/28/2025

  Thank you for your feedback.

  At Koppys Propane, we focus on providing reliable service, safe deliveries, and exceptional customer care.

   Propane pricing can vary due to factors like supply costs, market fluctuations,and service level, including automatic deliveries, safety checks, and local support. It's important to note that while we strive to offer competitive prices, we also operate in a market where prices can fluctuate beyond our control. We strive to offer great value with the expertise and dependability our customers count on.

  In response to your attachment, when propane is picked up, we refund at the price per gallon at which that propane was paid. New propane tank sets are billed at current day pricing. Again, this pricing will fluctuate with the market.

  Further, if customers are not using at least the capacity of one tank per year, we do charge a minimum fee for the use of our tanks and regulators essentially a rental fee.

  When we pick up tanks, we refund for propane minus our pick-up charge which varies depending on tank size. We are always open and transparent about our pricing with all of our customers. We are sorry to hear that you arent happy with the charges,however, we hope you can understand that our servicemen cannot set or remove a tank for free as there is time and labor involved in this service.

  Lastly, we do deliver at least one time per year in order to visually inspect our tanks/equipment and prioritize safety. 

  ******* Propane prides itself on providing respectful and attentive customer service to everyone we serve. We believe in building strong relationships with our customers based on trust, transparency,and professionalism.

  Customer Answer

  Date: 06/03/2025

  [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: 23349664
  
  I am rejecting this response because:
  It is great to see that Koppys gave me a canned response to my complaint. I would like that they show me that they did not overcharge me or propane that they took back from me. I would also like to know what the minimum fee is for a tank and regulators. It seems I get charged a different amount each time.  I'd also like to know what the fee is for a regulator only if I chose to purchase my own tank. It seems as if there is a charge for everything that they dopick up, delivery, drop off,set-up. I am surprised they don't charge me to use a credit card for payment. I would like some actual real information, not a canned response. At this point,if I were to tell them to pick up the tanks, I would be charged a pick-up fee and will only be refunded a small amount not what I paid for the propane in the first place. If they could show me that on a previous invoice that would be great. I would appreciate something more than they canned to response.
  
  Regards,
  
  ***** *******
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 06/04/2025

  Hi *****,

  Below please find answers to your specific questions:

  
  1) We can assure you that you were not overcharged you were charged our market price at the time of the tank set: $4.299

  
  2) The propane we retrieved was refunded at the price you paid for it. See attached billing sheet and back-office software report to show that we specifically looked back at the amount paid for each of the gallons we picked up and refunded you accordingly.

  
  3) The minimum usage fee (rental fee) varies based on tank size(s). You currently lease ***** gallon tanks/regulators at two separate installations (house & garage). The minimum usage fee for each of those two installations is $78+ST. Again, this is only charged if you use less than the tank capacity in one year. For example, you were charged this fee for your garage tank on 5/1/25, but not your house tank because you used enough in the prior 12 months at your house tank to avoid that fee.

  
  4) If you would like to purchase a new regulator, the price is $95+ST. If you would like to purchase one or more of the regulators at your property now, each one would cost $75+ST. If you would like to purchase one or more of the tanks at your property now, each one would cost $195+ST.

  
  5) We do charge for all of our services as we have to cover the cost of our time, labor, equipment, trucks, fuel, and other relevant expenses.

  
  6) If you would like us to pick up our tanks and regulators at this time, we will charge you $94+ST to pick up both tanks/regulators and refund you for any gas remaining in the tanks at the price at which it was paid. For example, if the tanks are full, you would be refunded 23.5 gallons per tank. See breakdown of reimbursement for each tank below. If the tanks are not full, you will only be reimbursed for the amount of gallons remaining in the tanks at time of pick up.
  
  House Tank
  23.5 gal @ $6.499
  
  Garage Tank
  3.1 gal @ $6.499
  2.1 gal @ $5.999
  18.3 gal @ $4.299
  
  We sincerely hope that the information provided here will restore your trust in our company. Please let us know how you would like to proceed.
  
  Thank you,
  Koppys Propane

  
  

  Customer Answer

  Date: 06/10/2025

  [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.   I don't have any other choice.  There is a monopoly in the area for propane.  If I want propane, I have to use them.  I will all the ************** office to get an actual breakdown of what I have to spend if I purchase my own tank.  
  
  Regards,
  
  ***** *******
  
  

• Initial Complaint

  Date:04/02/2025

  Type:Billing 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.

  My bank account was hacked and my check was returned , I immediately paid the gas bill, but ********* ***** at Koppys sent me a bill for $50 for a returned check fee. There is NOTHING on their invoices that say there is a returned check fee. I sent a check from my business account to pay the $50 returned check fee before I found out they legally could not charge me this fee without disclosure. I stopped payment on the business check. So not they are charging me 2 fees for returned checks. I am being harrased by letters , emails and phone calls for money I do not owe. The propane is paid in full.

  Business Response

  Date: 04/04/2025

  Dear *****, 

  In order to close your account, we will waive the returned check fees and your balance is now $0.00. 

  Sincerely, 

  ******* Propane

  Customer Answer

  Date: 04/04/2025

  [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,
  
  ***** **********