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Business Profile

Propane Supplies

Synergy Cooperative

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Propane Supplies.

Complaints

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

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Synergy Cooperative has 14 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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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    • Initial Complaint

      Date:11/07/2023

      Type:Product Issues
      Status:
      Answered
      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 have been a customer of ********************** in ********* since I moved to ********** in 2011. They have two ways of payment when you order propane. You can leave a check at the tank or prepay with a credit card. The cc method requires a higher payment to the customer. I ordered propane in the winter of 2022. They have a policy of delivery within 3-5 business days. I did not have delivery of propane after multiple days so I called. They said that they had come the next day after I had called and their was no check so they left. When I reminded them of their policy of 3-5 business days they said it is up to their discretion on when the propane would be delivered. When I asked them when they would re-deliver they told me that I now had to pay with a credit card, which meant that I had to pay at a higher rate. It did not matter that I had been a paying customer for 11 years. I have had to pay this higher amount since. I feel that they are abusing their power because I do not have any other choice for propane since it is a rented tank. I feel that I should be reimbursed for the extra money I have had to pay and be able to continue on with payments like any other customer. When I recently had to order propane again I asked about this and the person said that all they could do was send me another credit application. Again, my wife and I have been customers since 2011 and have never failed to pay a bill. Just another abuse of their power and insult to me. Thank you for your time. *******************************

      Business Response

      Date: 11/20/2023

      ****************** called in on January 31st, ordered LP and told us check would be at the tank.  We were able to schedule that on February 2nd and there was no check left at the tank.  We left a slip indicating no gas was left and to call to arrange for another delivery. At that point, per our credit policy, the account status was changed to a cash or card prepay where payment must be made by phone or in the office prior to delivery.

      It appears there was a breakdown of communication between Synergy and the customer when referencing 3-5 business days. If our customer service representative told ****************** that we would be there in 3-5 business days, we were on the second business day for delivery.

      Synergy does ask to allow up to 5 business days for delivery and to call in when they are at 30% to allow for extreme winter conditions/ demands.  We will retrain our staff to have them emphasize that the delivery will be made within 5 business days and that checks should be at the tank as early as the next business day.

      There were three orders put in for a total of 725 gallons of propane since Mr. ******** account was changed to not allow a check to be left at the tank The first order was on 2/8/23 for 200 gallons.  The second order was 4/3/23 for 200 gallons and the third on 10/31/23 for 325 gallons.  We will credit ****************** back the cash discount of 5 cents per gallon- $36.25 for those three deliveries.  We will change Mr. ******** account back to a Z, allowing him to leave a check at the tank. We will reach out to ****************** and talk through our process.

      In addition to the payment methods described by ******************, there is also the option to re-apply for a credit account.  With an approved credit account, the delivery could be charged to his account and paid by cash, check or ACH within 10 days and still receive the cash discount. 

      Sincerely,

      Synergy Cooperative

    Synergy Cooperative is NOT a BBB Accredited Business.

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