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:02/12/2025

  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.

  I called Hagedorn Propane on January 20th to advise that I was at 30% in my propane tank(which is what leveled told me to call them at)I had to leave a message that day asking them to call me back once they got my message and when delivery would be. No one returned my call so on Tuesday 21st I called a man answered I told him who I was gave my address for propane delivery again stating at 30% he said OK we'll get you on the delivery schedule. The rest of the week came and went no delivery. So on Monday 27th I called just after 8am I had to leave a message no one returned my call that day so on Tuesday the 28th I called no answer again so I continued to call periodically throughout the day and finally got ahold of Holly she stated they had been extremely behind due to the bad weather and they are working longer hours and longer hours on Saturday to get caught up and that I was on for delivery that week. Again the week came and went and no delivery. And keep in mind the whether was nice during these 3 weeks all the snow melted so traveling to areas and delivering shouldn't have been a problem. I didn't call them the week of February 3rd giving them time to deliver. I checked my level again and was in the red so below 20% on Friday 7th I emailed Holly asking why I haven't I had delivery with all the nice weather and them working longer hours to get deliveries caught up and asked for an explanation. She still hasn't responded. On Monday Feb 10th my neighbor 3 house down got propane delivery from Hagedorn but they turned out of his driveway and left. I called Hagedorns no answer, I left message telling them my neighbor got a delivery why not me and to call me back. I continued to call during the day finally a guy answered I told him who I was and about my neighbor he said I'm gonna have to look into that because that shouldn't have happened I said well I need a delivery and another storm is coming tomorrow/Wednesday he said I have you on the list.

  Customer Answer

  Date: 03/18/2025

  Better Business Bureau:
  
  
  
  At this time, I have not been contacted by Hagedorn's LP Gas Service regarding complaint ID *********
  
  
  
  Regards,
  
  
  
  ***** *****

  Business Response

  Date: 03/28/2025

  To Whom It May Concern:

  
  

  Thank you for contacting us regarding this complaint.  I will attempt to convey to you the situation.  

  
  

  This winter, in our area, was extraordinarily bad.  Our company's propane is delivered by truck, and we depend on DOH and DOT to maintain the roads, so they are safe for our trucks to drive on.  Unfortunately, the roads were not properly maintained and even though we will put chains on our trucks, unlike other propane delivery services in our area, we experienced an extreme increase in volume and demand that affected our wait times on deliveries.  This also exacerbated the road conditions later on because it allowed most of the snow to melt into ice that stuck on many of our customers' driveways and roadways.  Our trucks weigh 33,000 lbs. when loaded with propane and it is dangerous for our drivers and our equipment to ignore conditions not suitable for transporting hazardous materials.  With that being said, we were working through a time where customers may have had to wait longer than usual to get their gas.

  
  

  ***** ***** called with 30% left in her tank and we conveyed to her the longer wait times due to weather and road conditions as well as working diligently through our already historically long delivery list.  I spoke with her on the phone and also emailed her multiple times in an attempt to assure her that we had her on our delivery list and we were working diligently to get her gas delivered to her.  I understand some customers may have experienced anxiety and worry as they weren't accustomed to dealing with weather conditions, this extreme, as it relates to managing their propane usage.  We tried our best to explain to all our customers, including Mrs. *****: wait times, road conditions, volume, and need as it pertained to deliveries and service execution.   Furthermore, Mrs. *****'s driveway is on a considerable incline/decline, and we had to take that into consideration when scheduling her delivery.

  
  

  When we delivered her propane, she still had 22% left in her tank, which is a very good amount.  We ask that our customers call with between 20-30% left in their tanks to allow us a sufficient amount of time to deliver the gas before the tank reaches critical levels below 10%.  So, with that information being known, it's reasonable to conclude that we provided satisfactory delivery with personal communication above and beyond what is normally provided in the industry.  I reached out to Mrs. ***** after her delivery to touch base, and also after becoming aware of this BBB complaint.  We have yet to hear anything back from her.

  
  

  Please, let me know if you need anything else from us, as we would like this mark to be removed from our records.  We feel we provided services well within the industry norms in addition to providing follow-up communication and personalized customer service.

  
  

  Thank you for your time,

  
  

  Holly H*******

  Hagedorn's Inc.

• Initial Complaint

  Date:01/21/2025

  Type:Customer Service 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.

  Hagedorns was contacted on Friday January 17th about when our propane would be delivered. The employee stated they don’t know. I reminded her that we are supposed to have negative temperatures this week, and she said well we have people already out of propane and we haven’t even delivered to them. As of yesterday on January 20th, our propane ran out. We have a three year old and we are having negative temperatures which is not ok. I have tried calling numerous times. I left voicemails and sent an email. They won’t answer or respond. This is not ok when customers without propane need to be prioritized. They need to be held responsible and made to deliver propane and cover any expenses occurred due to propane outage.

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  
  
  At this time, I have not been contacted by Hagedorn's LP Gas Service regarding complaint ID *********
  
  
  
  Regards,
  
  
  
  ******** ****

  Business Response

  Date: 04/09/2025

  BBB ID of ********

  To Whom It May Concern:

   Thank you for contacting us regarding this complaint.  I will attempt to convey to you the situation.  

   This winter, in our area, the weather was extraordinarily bad.  Our company's propane is delivered by truck, and we depend on DOH and DOT to maintain the roads, so they are safe for our trucks to drive on.  Unfortunately, the roads were not properly maintained and even though we will put chains on our trucks, unlike other propane delivery services in our area, we experienced an extreme increase in volume and demand that affected our waiting times on deliveries.  This also exacerbated the road conditions later because it allowed most of the snow to melt into ice that stuck on many of our customers' driveways and roadways.  Our trucks weigh 33,000 lbs. when loaded with propane and it is dangerous for our drivers and our equipment to ignore conditions not suitable for transporting hazardous materials.  With that being said, we were working through a time when customers may have had to wait longer than usual to get their gas.

   We ask that our customers call with between 20-30% left in their tanks to allow us a sufficient amount of time to deliver their gas before the tank reaches critical levels below 10%.   Unfortunately, this did not happen with Ms. ****.  When customers call us when their tank is already at critical levels near or below 10%, we still prioritize and try to deliver to them in a timely manner, but it’s possible for road conditions and demand to prevent us from doing so.  We were left with a 3 day window to get gas to her when our wait times were significantly longer than that.  In this situation we did offer that she could get her tank filled by another company if they were able to get to her before us, and she did take advantage of this offer.

   In the future, we would recommend Ms. **** to call us with 30% left in her tank to avoid low gas level panic or running out completely.  We also urge all our customers to have a back up method of heat on standby to bridge any gaps in service when truck delivery may not be possible or delayed.

   Thank you for your time.

   Sincerely,

  Holly H*******

  Hagedorn's Inc.  ************ 

  Customer Answer

  Date: 04/09/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  1. I did call when my tank said it was at "30%", however, the gauge on Hagedorn's tank was defective. So when I ran out of propane, my tank still showed that it was at "30%". Thus, their explanation of me not doing what I should do is inaccurate.

  2. I called numerous times and left messages. There was never a response until I continued to call and finally someone answered the phone. This is unacceptable behavior as a business.

  3. When I asked about when they would be able to deliver, they would not provide me with a range of time such as in 24 hours or 48 hours.

  4. Yes, they allowed another company to fill their tank so that we could have heat. Hagedorn's filled our neighbors tank later that day so they had no issues getting in the development. Furthermore, while the weather was bad and our development isn't always taken care of there were numerous days that the development was fine. 

  Overall, customer service is very poor and their response shows how it is always the customer's fault. 

  
  Regards,
  
  
  
  ******** ****

  Business Response

  Date: 04/15/2025

  Good Morning,

  Thank you for your message.  I will address each concern in the same format as the previous response.

  1. We were unaware that the gauge was defective.  If the customer could call us and set up a service call, we would be more than happy to remedy the gauge situation. 

  2. Our phone was ringing non-stop during the 3 weeks of heaviest cold weather and snow.  We spoke to Ms. **** and told her she was on our delivery list.  If Ms. **** was unable to get through via the phone again, we apologize for that inconvenience.  We have to ensure all our customers receive the same opportunity to request service.

  3. It was conveyed that our waits times were extended due to road conditions and service volume.  We gave her the same time frame as the rest of our customers. We expressed to her that we would make the effort to make her delivery earlier, however, we could not guarantee it due to the conditions mentioned above.  

  4. Since the wait time was unsatisfactory for this customer, we offered that her tank could be filled by another company if they could get there before us. This option was accepted and determined the best solution for this situation.

  Many factors are considered when prioritizing service during times of high volume and demand. We considered Ms. ****s account and needs equally, and offered the best solution to fit her needs, at that time.  Please let me know if there is anything else I can do to help.  

  Sincerely,

  Holly H*******

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. However, there is nothing more that the business can do to resolve this issue other than understand their customer service during a critical time was poor. I remember asking for a timeline and was never provided a timeline. I hope moving forward they improve their customer service and train their employees to be more efficient, empathetic, and customer centric. 

  
  

  Regards,

  
  

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