Complaints

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

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  Banner Furnace and Fuel Inc.

  122 N Helena St Spokane, WA 99202-3056

  
• 

  Banner Furnace and Fuel Inc.

  PO Box 4346 Spokane, WA 99220-0346

  

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:01/29/2025

  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.

  I purchased a 120 gallon propane tank on 8/21/2024 which was filled with propane for $241.07. The tank was then refilled ~3 months later on 12/12/2024 for $309.66.The tank was installed improperly which caused a gas leak. I was initially told that I would only need to refill every ***** months, but due to the gas leak, I had to refill twice in a 6 month period. After the initial install, I notified the company that I was smelling gas around the outside of my house and noticed the gas levels were dropping quickly. They came to inspect the tank but did not find a leak and refilled my tank for the $309.66 fee previously mentioned. Shortly after this, I noticed the outside of my house smelled of gas again and that the levels were dropping quickly, so I inspected the tank myself with a bubble test and found the leak. I notified the company of this and they refused to come look at it, fix it, or compensate me for the lost gas due to their improper installation. They told me that I had to fix it on my own and that the amount of gas lost would equate to a cup over a year, even though I have video evidence (which they refused to look at) of large bubbles forming, which likely equates to about half a cup of gas within a one minute period.I believe I should be compensated for the lost propane due to the company's improper installation. Additionally, I believe BBB should be aware of this issue as it posed a fire hazard for a 6 month period, which the company failed to identify twice and refused to acknowledge or remedy. The negligence of this company poses a huge risk to our community.

  

  Business Response

  Date: 01/30/2025

  Mr. Potap,
  

  Thank you for bringing this situation to my attention. I spoke with our fuel manager Dj, and he said he spoke with you this morning and had already started the process of replacing parts on your tank and we are going to fill the tank at no charge.
  

  We do take safety very seriously. We follow all county permitting requirements and have tanks and installations inspected by the county inspectors before putting them in service. I do see that we were out there on December 11th to do a gas check and fill the tank. Our driver documented that he sprayed for leaks and did not find any at that time. At some point the tank did start leaking and we should have responded to your request differently,and I apologize for that. I understand that this situation did not hold up to our standards. Dj held a meeting right after talking with you, regarding how this situation should have been handled.
  

  Again, I apologize for how we handled this situation, and we intend to do better next time, if given the opportunity.

   

  Customer Answer

  Date: 01/30/2025

   
  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:01/14/2025

  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.

  We live in unincorporated ************** on 5 acres. Our only source of heat is our propane furnace. We are required to lease the tank from Banner Fuel and they come when asked to fill it. I've asked on many occasions to have them top off the tank each month but they have refused and so they only come when asked. We noticed they hadn't been in a long time, checked our tank last week and found that we were at 10%. Banner was able to come out and fill the tank. Usually they leave and invoice and we pay it. We were not notified at the time that payment was required that day and nothing on the invoice stated that. Banner Fuel came out today (1 week later) and installed a lock on our propane tank that restricts propane use. This is the middle of winter and this is our only heat source available to us. We paid the bill over the phone and now they have to send someone else out to unlock our tank. How is this even legal and for a bill that is less than a week old???? There was no prior balance on our account at the time.

  

  Business Response

  Date: 01/15/2025

  Customer called on January 3, 2025, to order propane for their home and their shop.  The customer is a will call, non-charge (COD) customer, so payment is due at time of delivery and has been that way since June 2022 due to payment issues/history.  Our employee who spoke with ******* during the order verified that we were to use the credit card on file for the fuel once it was delivered.  She told him yes and verified the numbers.  We delivered the propane on January 6, 2025, for a total of $2,401.29. 
  On the morning of January 7th, we tried to run the credit card for the amount, and it was declined. The fuel department called to collect and left a voicemail.
  On January 8th,the credit department called and left a voicemail regarding payment.
  On January 10th the credit department called and left another voicemail explaining that we needed payment,or we would be out on Monday January 13th or Tuesday, January 14th to lock the propane tank.
  On Monday, January 13th the fuel department tried one last time and left another voicemail.
  We did not hear back from the customer after leaving 4 different voicemails.
  On Tuesday morning,January 14th we locked out the tank.  With the weather being colder, I called again on January 14th, at 11:57am to let them know that we had locked the tank, and they needed to give us a call with payment arrangements and then we would unlock the tank.  ******* called back at 12:02pm, payment was made, and we had an employee at their house at 1:45pm to unlock the tank.
  During my call with *******,we discussed the different types of accounts.  When the account was originally opened, they were on a keep fill, 30-day charge account.   To be on a keep-fill account (which she mentions) their account needs to be a ****** charge account.  We also talked about payment history and that is why they were on a non-charge (COD) account.   

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22810821
  
  I am rejecting this response because: Propane is our only source of heat and the Business didn't ask for payment when the propane was originally delivered (or it would have been given on the spot).  Also the business didn't ask for payment before placing the lock on our propane tank and shutting off our heat source.  We were both home at both times they visited our property and neither time did the business ask for payment or notify us that they were going to place a lock on the tank within less than a week.  I get 100's of voicemails a week as I'm the CEO of a busy startup - I don't have time to respond to all of them and a simple courtesy knock on our door at either the delivery or the time they came to lock (which how the heck is a week ok???) would have solved the problem. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:06/28/2023

  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.

  I leased a 500 gal.Propane tank on 8-15-18 & paid IN FULL for 385 gal. propane $644.77, ****** set up of fee, first year of lease $80, I was told only to buy propane from Banner (which I did) as a term of the lease.When I started the lease I relayed that I would be eventually converting my entire home to gas but only had the *************** dryer done for now. They said if I did not use that much fuel requiring a 500 gal. tank that they would swap it out for a smaller one. Aft that they topped off my tank in 2018, $55.18 & 2019 $100.80. February 2020 I had to have surgery then COVID hit, then lost my job..Banner called and asked why I was not using much fuel, I let them know my situation, this was around May 2020.Banner said they would take me off auto fill and might have to swap out my tank for a smaller one, I agreed. On 6-16-2023 Banner came unannounced, & repossessed the tank. The field guy told me they were told to pick up tank since I no longer was using it?I explained that we were indeed using it and I had no idea why they were there since I have not had any interaction with Banner since 2020. I am paid up on the lease until August 2023 & have never been behind in payments. I had 55% of a 500 gallon tank of fuel left when they took tank. I spoke to the office, he was combative and unwilling to listen or work with me. Had they called and said they were coming I could have made arrangements to have another tank installed and my paid for fuel transferred. I even offered to purchase the tank at the date they came to remove it and they made no provisions to assist me leaving me without fuel. I asked him how he was going to compensate me for my paid unused fuel and his response dont know how Im gonna work that out. Im now using ************* who informed me-they could have transferred the fuel(just as all propane companys have the ability do).I would like Banner to reimburse me the unused 275 gal. @ the original price + tax 8.8, 1.55/gal= $463.76. Thank you

  

  Business Response

  Date: 07/06/2023

  ******************** did lease a tank from Banner Furnace and Fuel, with the tank being set on 8/15/2018.  We have a signed rental agreement from ******************** that states the customer will use at least the capacity of the tank in the twelve-month period and annually thereafter.  He failed to use that amount every year he rented the tank.  ******************** only used approx. 200 gallons during the 5 years he rented the tank.  The customer stated he wanted to purchase the tank, yet that was never mentioned during the phone conversation he had with our fuel manager.  Customers purchase tanks all the time where we can run a credit card and send them a bill of sale following the conversation through DocuSign. ******************** mentioned he will eventually convert to propane, but that still wont meet the rental agreement requirements for annual use.  During the phone conversation, we were never combative and not unwilling to listen to the customer.  ******************** repeatedly mentioned that he uses propane, and we told him he needs to use the tank capacity every year.  The customer doesnt use enough to justify a ********** rental tank.  The use is not there under the parameters of the rental agreement.  He mentioned that we told him we would downsize, however he still doesnt use the capacity of our smallest tank which is 120 gallons.
  ******************** mentioned he wanted to be reimbursed for all the propane that is currently in the tank.  We will reimburse him for what he paid for the propane with the current sales tax at that time of the delivery.  Also, we are reimbursing him for the annual tank rent and current sales tax. Banner will not charge our usual pick-up fee of $105 + tax.

  Customer Answer

  Date: 07/06/2023

   
  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.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/29/2023

  To date Banner has made no attempt to follow through with the agreed terms that I and they agreed to follow to resolve this issue, I am worried that as soon as I agree to any further terms they will proceed in the same manner as before and not follow through once I agree to any terms, I feel that Banner has treated me with such abuse from the beginning and is only getting worse every time we try to resolve any issues with them.

  I am not sure how to proceed at this point as I do not think they have any intentions of resolving this in the original agreed terms.

  Thank you,

  ***************************

  

  Business Response

  Date: 08/30/2023

  I am truly sorry for the delay.  I am not sure what happened and I apologize for that.  Check #***** for the amount of $550.88 is going out in the mail today.  ******************* should have it tomorrow or Friday.  Again, I am sorry for the delay!