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Business Profile

Propane

CHS Northwest

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Propane.

Complaints

This profile includes complaints for CHS Northwest's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 3 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.

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    Complaint type

    • Initial Complaint

      Date:02/04/2025

      Type:Product Issues
      Status:
      Resolved
      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 rent a 500 gallon propane tank from CHS Northwest and average a fill every 10 months or so. In January 2023 we received a propane delivery and 90 days later in April 2023 we received another full propane delivery. We had been smelling propane but thought it was 'normal'. The smell got worse so in July 2023 we called and reported it. Tech came out and let us know the regulator was broken and that the propane had been leaking. The regulator was replaced and tank stopped leaking. The tank is at least 20 years old; told us they would replace with a newer one, this never happened. We called and asked for a partial refund due to the malfunctioning regulator and in November 2023, we were given a 10 gallon credit ($29.19) on a 500 gallon tank! This is unacceptable. We have called 2-3 times a month since July 2023 to speak with the manager to request an appropriate refund since approximately 7+ months of propane had leaked due to CHS's faulty equipment. We called for 8 +/- months to get this handled and not once has a manager/supervisor called us back. This complaint was also given to CHS corporate office mid 2024 but again, no response. At this point, we don't know what else to do. Last propane delivery was February 2024, so maybe our average is more than 10 months? Our ask is that CHS provide a credit for the additional propane delivery in April 2023 due to their faulty equipment that we pay rent on AND replace old tank.

      Business Response

      Date: 02/07/2025

      To whom it may concern, 

      I have reviewed the reported concern reported by ***** and ******* *******, account #******. Based on our records there was a leak reported 30, October of 2023, our service technician inspected and repaired a faulty regulator on the same day. Based on the last years consumption rate, we estimate that their overall loss of product was indeed more than the original thought of 10 gallons. Based on this information we will be crediting their account for the total amount of the last fill which is ***** gallons at $2.70 per gallon for a total of $763.41 back to their account for future purchases. Additionally, this spring we will schedule to replace the existing tank for a newly tested one. 

      I greatly apologies for any inconvenience and thank you for bringing this matter to my attention.

      ****** ******, ************* Manager.

      Customer Answer

      Date: 02/12/2025

       
      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:11/02/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Ordered propane tank for my new trailer. Installer was having trouble installing and said there was a leak. This is in May 2024. He said have the leak checked and he would either come back and fully install or come back and take it away and give a full refund. The install never worked so end of May we called and asked him to come and take away which he did and said the company will give a full refund in 4 weeks. I have had a credit since then. Called 4 times and each time they said the paperwork was not sent to corporate office. When I called the last time this week I again got the same response. I asked if they can tell the main office I have been waiting for many months and **** the gentleman that was helping me said they dont care and it would be another 4 weeks. This is ridiculous, I want the money they clearly owe me ASAP.

      Business Response

      Date: 11/15/2024

      I can greatly appreciate your concerns. This issue just hit my desk on 11/14/24. During my investigation, I found out that the credit refund was mailed out on the 11/13/24. We apologize for the inconvenience this has caused you. if you have any questions or concerns, please feel free to reach out to me. 

      Customer Answer

      Date: 11/18/2024

       
      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,

      ***** ******

    CHS Northwest is NOT a BBB Accredited Business.

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