Moore Propane Limited
reviews and complaints

Contractor charged for service not rendered. Overcharged for rental for 2 years and once tank was returned, charged a return fee which other customers were not charged! This is extortion!

I recently switched from Moore Propane to another company. Moore Propane informed me that there would be a $200 restocking charge if they picked up the tank. However, the new company, let's call them "*** Propane," said they would take back the tank and save me $200. But to my surprise, Moore Propane still charged me the restocking fee. They told me that the price would be the same whether they picked up the tank or I brought it to them. I wanted to share this information with everyone.

The company won't bring propane to my house 'cause I won't let 'em inside for a 10 year check. I always pay my bills on time and in full. Got an old person livin' with me and don't wanna risk Covid by havin' strangers in the house. The last inspection was back in January when the previous owner was around. In 2015, I had 'em put in a brand new tank, and as far as I know, they did the inspection again then. TSSA said we can delay the 10 year check until December 2022 'cause of Covid. My house is freezin' and I need propane pronto.

On November 30, a guy from Moore Propane came to our house to check out a new thingamajig for leaks. He didn't have the right gear and did a 'soap and water' test, which ain't reliable when it's cold out. Three weeks later, our kid was by the thingamajig and heard a hissing noise. My partner checked it out and found out that propane was leaking and we lost half of the big tank. He tightened the thing and the leak stopped. We told Moore Propane about it and they said they ain't gonna refill the part of the tank we lost. We think it's the propane guy's fault for being dumb and Moore Propane should be responsible.

On December 21, I received a partial delivery of propane from Moore Propane Limited. They filled it up to 65%. Then, on December 26, they made a second delivery. To my surprise, I was charged a hazmat fee and carbon tax. I understand that the tax is a government tax, but the hazmat fee is their own charge. When I called to dispute this, they assured me that I would receive a $6.00 credit on my next statement. However, when I received my statement in February, there was no credit to be found.

On March 19, I called Moore Propane Limited to request a change to "call for" propane. Then, on March 26, I called again to discontinue their service as I had decided to switch to another propane provider. During this call, I inquired about the rental fee I had previously paid for two tanks. To my disappointment, I was informed that there would be no rebate for this payment. Additionally, I mentioned that there was a $25.95 credit on my account, a $160.00 pre-authorized payment, and an outstanding $6 hazmat charge. The representative acknowledged these charges but failed to mention anything about a "restocking fee".

When our new propane service removed and delivered the two tanks to Moore Propane Limited on March 29, they charged us $200 per tank. However, the contract we had with them does not mention anything about a "restocking fee". It only states an "equipment removal charge". To make matters worse, I have been receiving threats from them about sending my account to creditors. Despite my attempts to reach out to them, I have not received any callbacks or resolution to these issues.

The complaint started with faulty equipment and a request for new equipment, but they denied it, saying it was within age limits. There was a misunderstanding about billing, which was supposed to be equal billing from the start, but it wasn't done. Since the billing was already in cycle, it couldn't be changed until a zero balance, which was difficult during the winter months. The expense was high, over $800 per delivery, and they were the only tank on our yard, so we couldn't do anything about it in a rural area. There was no management to talk to, as they all worked together in their small office, and there was no accountability to anyone. During a winter storm, we ran out of propane because of their faulty gauge, and no delivery was possible. So, we had no heat and no cook stove for days until a delivery was safely arranged. Still, there was no way to get equal billing or a new gauge. That's when I found a new company in the area with better service and better equipment. Then they sent me to collections and still wouldn't cooperate. Now that the account is paid in full, they won't provide a receipt to prove it, and I might lose my house without it. I've been requesting this receipt for 2 weeks. They are uncooperative and difficult to deal with in every way. They won't even share their name or the name of the collections agency to pay at times. Please help and make them accountable for their actions.

I cancelled the service of Moore propane in October and they sent me an invoice for "re-stocking fees" of propane tanks returned to them at their business. I emailed them back asking why I was being sent this on Nov 2 2021 - no response. Same thing again in Dec/Jan...no response to my emails... I finally called. They said pay it or be sent to collections. I indicated that this was not something communicated in any way to me when engaging in their services about 3-4 years ago. They told me I signed a contract that stated this - I asked them to provide me with that signature - they could not. The "contract" they sent me has no signature. When I pushed farther on this matter they said it was my responsibility to learn this about their company. When I brought up that that was ludicrous specifically in regards to customer service the woman I spoke to said she would support the company no matter I said. In my opinion because another company has come into the area and taken some of their business they are grasping at straws to try and make money at the end of these dealings. I have called and emailed them a number of times... was waiting for a call back from a manger or someone hire up for some kind of resolution. I offered to split the bill something that would be fair for both sides as I feel they are bulling me as a paying customer ...and all they did was tack on more interest and sent it to the collection agency. When I asked who that agency was so I could follow up with them she couldn't tell me... when I asked who deals with the collection agency at Moore Propane she said she isn't' in and refused to give me her name. My bill for any bought propane was paid. I do not owe any money in my opinion for "restocking". Thank you.

I switched from Moore Propane to another propane company cuz of bad customer service and no communication. They charged me $60 for tank rental on August 23rd and I gave back their tank in early November . They didn't give me any refund for the months I didn't use. They told me I gotta pay a restocking fee, but I didn't know about it. Moore said it's in the service agreement they sent me when I signed up. But I never got any agreement from them, only emails. I got the Moore Propane tank in August when I bought my house. I told them I never got or agreed to any service agreement 'cause I never got a copy. When I switched companies on October 28th, the new company emptied the Moore tank and returned it to them, not me. Moore says I owe them a restocking fee, but they can't explain what it is exactly. They said if I don't pay, they'll send it to collections. Today, Moore called me and said I owed the restocking fee. I told them I never got an invoice saying I owed it. They said they sent it on November 23rd. I asked if they sent it by email or mail. They said it was sent by mail. I told them I never got it by email or mail and that we've only communicated by email. Denise asked for my email 'cause they didn't have it anymore. I gave it to her and then I got the invoice. I wanna argue about the restocking fee 'cause I never got a copy of their agreement or agreed to the fee. Plus, Moore can't explain what the fee is for.

Issue-Charge for Restocking fee-Customer Account #*** Received service from Moore's Propane July -May 2023. We decided to change suppliers and called Moore's May 2023 to cancel the account. Spoke to a representative at Moore's and were advised to call the company when we were ready to have the rental propane tanks picked up. Called Moore's 3 times 1st call was in Sept - spoke to front office to request pick up of tanks. 2nd call - Oct. 28 - spoke to *** and requested pick up of tanks 3rd call - Dec 1 - Spoke to *** (he was surprised the tanks had not been picked up yet as this request went back to Spring 2023. Tanks were picked up within a week of this call. Received invoice on Jan 3rd for restocking fee of 226.00 plus tax. This invoice also had a rental fee (68.82) which has been credited since the account was canceled earlier in the year. Called company multiple times to dispute this charge. I have spoken to representatives ***, *** and ***. I have also spoken with *** (***) and *** (***). At no time during our relationship with this company was there ever mention of a restocking fee. The company never mailed or emailed a rental agreement when we became a new customer. When speaking to the *** today, she advised that this was my problem and the information is on the website under "Policies". I checked the website and there is no information pertaining to a restocking fee. Nor, are you able to open any links that are attached in the website to obtain more details. My complaint is that at no time during multiple conversations to cancel and pick up the propane tanks that we were advised of any fees. Each person I have spoken to have been adamant that they will not negotiate any kind of settlement of take responsibility for lack of communication with their customer. A customer can not be made responsible for a 'company policy' if they have never been made aware of the policy. Thank you.

We were customers of Moore Propane in North Bay ON for about a year and a half. Recently, talking to a neighbor, we found out that propane could be obtained from another delivery service at a cheaper price. Before switching, we contacted Moore Propane to see if they would lower their price. They said no. So, we made arrangements with another propane delivery service, ***, to meet our needs. *** brought a new "torpedo tank" to our place at *** and transferred the propane into the new tank. They took away the old tank (which belonged to Moore Propane) and returned it to Moore Propane in North Bay. Then, we got an invoice from Moore Propane for a "restocking charge" for their torpedo tank. When we got the invoice, we contacted Moore Propane to ask why we were being billed for this restocking charge. We made several calls, including two to Mr. ***, the contact person listed on the ***'s website, asking him to call us back and clarify this matter. We didn't get any calls back from Mr. or anyone else. About three weeks ago, I contacted Moore Propane again after receiving another invoice with interest charges. I talked to Mr. *** and explained our situation. He told me that the restocking charge on the torpedo tank was to cover the cost of sending a truck and driver to pick up the tank in Huntsville, transport it back to North Bay, and refurbish the tank before using it at another location. I understand that sending a truck and driver to pick up the tank in Huntsville and transport it back to North Bay would be expensive. But, I pointed out to Mr. that Moore Propane didn't have to send a truck and driver to pick up the tank and transport it back to North Bay. Our new supplier, ***, was nice enough to do that as an extra service for us. I don't mind paying for services that I receive, but I do mind being billed for services that weren't provided. I would like the *** to help me resolve this issue. Other former Moore Propane customers we talked to were surprised that we were charged this restocking fee because they weren't when they switched suppliers. I'm not sure how Moore Propane decides whether or not to bill customers a restocking charge. I noticed on the ***'s website that Moore Propane has an A+ rating. Considering the many times we asked for a representative to call us back and didn't get any calls, I'm also asking the *** to review Moore Propane's rating.

Moore Propane Limited recently provided me with propane services for my new home. Due to the lack of alternative home heating fuel sources in my area, I had to rely on their monopoly. Although my home is not yet fully completed, I needed two 450lb tanks for my propane furnace. However, I only had one tank at the time and needed a refill.

When I called Moore Propane, the first person I spoke to was friendly and informed me that they could refill my tank the following day. They mentioned that they were servicing calls in my area for a few days, so it wouldn't be a problem. I was relieved and thanked them for their assistance.

Shortly after, a salesman from Moore Propane called me. He was also friendly and chatty, and we had previously discussed the need for an additional tank to meet the capacity and demand requirements of my new furnace. However, I informed him that I would be switching to natural gas now that it was available in my area. The propane rates were quite high, and natural gas was a more affordable option for me. I explained that I still needed propane until the natural gas service was installed in my home.

Unfortunately, the salesman's demeanor changed immediately upon hearing about my decision to switch to natural gas. He seemed unimpressed and informed me that it would take weeks for a propane truck and personnel to become available to add an additional temporary tank. He even mentioned that Moore Propane would not be able to fill my current propane tank anymore. I expressed my need for heat, but he abruptly ended the call without saying goodbye.

This happened over three weeks ago, and my propane ran out within two days of that phone call. To my surprise, a truck from Moore Propane showed up at my house and removed the propane tank while I was away. I had no prior notification about this, and I was waiting for a call back to discuss the situation. As of December 1, I am still waiting for the gas meter to be connected and turned on by the natural gas service provider. In the meantime, I have been relying on a portable electric heater to keep my house from freezing, resulting in a significant increase in my hydro bill.

To make matters worse, Moore Propane sent me a restocking fee for their propane tank. I called them to inquire about why they took the tank without notifying me, as the contract stated that I should receive a 30-day written notice before any equipment removal. I also questioned why they left me without heat and why I was being charged a fee. The person I spoke to mentioned that she would have the manager call me back, but I have yet to receive any return calls. Additionally, she threatened to send me to collections if I didn't pay the bill. Reluctantly, I paid the bill to avoid damaging my credit.

In conclusion, my experience with Moore Propane Limited has been disappointing. I am currently left without a proper heat source in my home, relying solely on an electric heater, which is struggling to keep up with the freezing temperatures.