Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Propane

Prince Gas Co

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Propane.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/11/2025

    Type:Product 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.
    I recently purchased and had installed, a Gas Log set from Prince Gas Co.,
    Landrum, SC. I became aware that the company that manufactured the unit,
    Empire Comfort Systems, Belleville, IL, deferred to dealers to provide the
    support for their products. I also became aware that I had misgivings about
    the Log set. It's been more than 2 weeks since my 1st call to get support.
    The salesperson is not returning my calls.

    My complaints are as such: No support, noisy sputtering pilot, no adjuster
    on pilot, low flame on main burner also unadjustable, scratch(es) left on
    face of burner panel from install. This unit was purchased for a Bedroom,
    it's their smallest Log set and burner, a 10,000 btu, so the noisy pilot was
    not acceptable.

    I can afford to take a $900 loss, put the logs into storage and out of my
    sight, but I can also register a hearty BEEF about some really shabby
    business practices.

    Business Response

    Date: 03/19/2025

    3/19/2025

    To whom it may concern,

    I worked with *** * **** ******* on finding a set of fire logs for their bedroom. There are limited options available for vent free fire logs that can be installed in a bedroom.  I provided them with two 10,000 BTU options for them to choose from. The fire logs were installed on January 28, 2025.

    Approximately two weeks after the install, the customer contacted our company and expressed that the pilot burned loudly. I explained that I would research other options for them or find a solution for the loud pilot. I do apologize in the delay for the response back to the customer as I typically handle these issues/cases myself for the company.  During this time period I also had a  vacation before I could close out this issue. Prior to leaving on vacation, I reached out to our supplier (CUI) to discuss possible solutions for the unit/loud pilot.  We were in the process of working on a suitable solution prior to receiving the complaint through the BBB.

    Since returning I have been in contact with our supplier and have received replacement parts for the unit.  This may rectify the noisy pilot.  I have made several attempts to reach out to the ********* on multiple occasions leaving voice messages without any response. Upon not getting any response from the customer, we plan on stopping by to see if we can catch the customer at home. If we are unable to install the new part, or if the new part does not fix the issue, I will be more than happy to work with the ********* to replace the product with another suitable option or reimburse the customer for the product.

    Taylor J****
    Prince Gas Company
    **** * **** ********** ***
    Landrum, SC 29356
    ************



BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.