United Propane Gas
reviews and complaints

They never answer the phone at corporate or our local office and getting a refill is IMPOSSIBLE!

Took gas to wrong home gave me 150 of gas at a higher price and still not giving me all the LP gas that I payed for.

This company has the worst customer service that I have ever dealt with. They are rude and impatient. I ordered propane from them on 1/6/22 and paid over $500 for propane that day. It is now the 20th and I still have not received my propane. I have called and emailed numerous times with no response.

I have a new construction home in Clarkson KY that I have been trying to open an account and lease a tank from United Propane for the past two weeks. I have called the local office, nearby offices and the corporate office in Paducah and left several messages at each. To date I have not received a single return call. I have to assume they are out of business. If not I am glad I went with another supplier.

STAY AWAY! FIND ANOTHER PROPANE COMPANY! IT TAKES WEEKS TO GET A DELIVERY. It's time for SHIRLEY who works the front office to get another job. She has has absolutely no patience or customer service. Not to mention she gives off the impression that she doesn't care about their customers. PROPANE tank is on empty for 3 days now and NE Alabama is in the middle of a winter storm. It's cold. No PROPANE to heat or cook with.

If you had a negative rating, that is what they would receive. We ordered 300 gallons of propane on 2/5. Full amount was charged to our credit card that day. The weather was normal February weather. It is now 2/16 with ice and snow. If they had delivered soon after we ordered, the weather would not be an issue. Now we are under 10% and still no delivery. We have left messages at three different numbers and no response. I'm ready to file with the Consumer Agency of Ky for fraud.

I have done business with them for several years. Customer service does not exist, no one will answer the phone or call you back. They refused me a winter buy option stating I don't use enough gas. Okay, I own my own tank. I simply took my business elsewhere. The problem is, they owe me over $300 from last year. Since I told them a few weeks ago I will simply change companies, simply refund my money. No one will return my calls or answer the phone to confirm my money is being refunded.

This is the worst propane company I have EVER tried to do business with . I started trying to order gas when I was on 30% and could NEVER get a answer and left several messages. When I was on 10% I finally got a call back. I ask her how long it would be and she told me she wasn't in that department so she didn't know. Very RUDE! I am elderly, on a limited income and received assistance with my heating. A substantial amount of money was deposited into my account with them so I am not able to go with a different company at this time and I am completely out of gas. I am heating with a small electric heater! NO LONGER will I do business with this crooked company! They NEED investigated !

Ordered propane on Jan 15 when level reached 20%. Had to leave message. No call back. Waited 5 days. Called again; had to leave message. Another call next day. Same thing- no call back. 5 days later left message with corporate in Paducah on Jan 26. Tank down to almost 10% with freezing temps. Made arrangements with another supplier. Corporate called Jan 27. Told them I no longer wanted service. New supplier promptly sent tech for inspection. Tank at 10%. Jan 28, just before new supplier shows with fuel, UPG truck arrives and begins pumping before I realize they're on property. How convenient! New supplier will reimburse for prepaid fuel and will get my business and that of my family members from now on.

I have been a customer for less than a year. I will not be making it past this winter season. Not only have I had to call twice to dispute a bill, even though I prepay before every fill up, but now I'm on the verge of losing heat. I was sold on a 325 gal tank to heat my 3000+ square foot space under the pretense that they had a 2-3 day turn around when calling in a fill up. I'm 8 days from prepaying for a fill up and my tank is sitting at 5%. I called on a Sunday (it's now Tuesday) when I realized that they still hadn't been out. Left a message that I would be without heat going into the ice/snow storm if someone didn't come out today. Got a call back the next day only to say sorry but our trucks are now grounded due to the weather and that they have a lot of customers calling for refills(7days after the request). I understand that a company like this gets busy, however, they sold me on a much smaller tank than any other propane company would recommend for the space I'm heating. I have had to refill this tank 2+ times a month. I would rather pay more and go with a company like Southern States or Suburban Propane. I will be taking my business elsewhere after this last prepaid fill up.

We have not had one positive experience since UP Gas switched us to Carroll County office. This year when at 25% I called to order 200 gal. and waited weeks until we were at 4% before they came. Then it was only due to my husband calling and getting ugly. When they finally came, instead of the 200 gal we ordered, the driver put 375 gal. My husband told him that wasn't what was ordered. He said he made a mistake and we could pay for what we ordered and pay the balance in installments. The problem with that is that we 1 - there is a service charge added everytime they bill you and 2 - we are paying winter prices vs. what we would have paid had we ordered the excess when we needed it in the summer. They did the very same thing to my mother a month later. She was at 17% and had ordered the minimum amount to make it to summer prices. The driver put (or charged) for over 400 gal. She has a 500 gal tank which should not be filled beyond 80%, which is 400 gal. If she already had a little less than 100 gal, he definitely over filled her tank.The business office is terrible at returning calls and when you do get her, she is extremely rude. The only explanation is that she is so busy. Would not suggest this business to anyone!

We finally received a bigger gas tank after waiting almost 2 years. They talked us out of filling it up last April because they were going to have a "customer appreciation" special price in August so they put in just enough to make it till then. Called in August and were told had not happened yet. After researching found out that they were not having "customer appreciation" price and that they had been bought buy someone and fired person we had been dealing with for years. We were now about completely out of gas. Ordered propane for our house and was told it was coming next week. Next week was 2 weeks ago. They do not do what they say. *** location will not answer phone and have not answered there phone ever since they took our order. Corporate office in Kentucky will not answer phone or return messages. No one from company will return messages. I paid in full for propane when it was delivered in April. Then sent my wife a bill for total amount but at higher price she paid.

I continue to receive a billing in error from upg gas. 3 years ago I paid the tank rentals of my home and my rental property with one check. I believe that instead of covering both charges they paid my rental fee on my residence but not the rental at *** (this has been alluded to by upg in one of the many calls I have made to resolve this issue). this left the rental fee for the rental property unpaid. I was not informed of this. After being refused gas refills for a year I secured the services of *** Upg left their tanks here for over 2 years. after many calls they finally picked them up this spring. I have been assured by upg on several occasions that this issue is resolved but I still continue to receive a bill with interest penalties accruing. please help me resolve this issue. Their billing records will show a complete history of immediate payment of all bills except this fraudulent one. I will not be extorted because of poor intra company communications or practices. Thank you

I requested a propane delivery over 2 weeks ago with *** Propane in ***, *** over their new computer system. I have tried calling their phone number numerous times (***) and can only get a recorded message. I went to their office in *** on Friday, September 16th and spoke with the secretary who supposedly scheduled a delivery for either Monday September 19th or Tuesday September 20th. She also gave me her cell phone number in case I needed to reach the office. Her name is *** and her number is ***. I called her number yesterday, September 22nd and left a message that I still had no delivery. I tried calling her number this morning and I have been blocked. My *** tried calling and it went to voice mail. I emailed the company this morning at ***[protected]@upgas.com to let them know what is going on and that I need a propane delivery since there is a threat of a hurricane coming in a few days and have my gauge replaced. I only receive a propane delivery once a year and cannot believe this is how they treat their customers.

I called this company at the end of December asking for a fill on my tank, stating it was at 25%. At the end of February I ran out of gas. (This is typical for this company to be non responsive) It was cold and I needed gas, so I contacted another company that came that day with a tank and gas. I called and left a message for Gasper River/UPG to come pick up their tank. Approximately 6 weeks later the tank was picked up. Approximately 6 weeks after that I received a bill for $488.16: $50 Pickup tank fee, $38.16 tank rental fee and $400 minimum annual consumption. How can I be billed for minimum consumption when they don't bring gas when you ask for it? I would have met that obligation had they filled my tank when requested and remained a customer (I had been with them since December ). Also, the signature on the contract is not mine and I never received a copy of the contract. I requested a copy of said contract in September when *** contacted me after my 2nd attempt in writing, she stated there was nothing she could do that I owed the money. They have since sent me to collections for fees and charged interest.

I have received an invoice dated 9/30/22 for charges dating back to 4/30/22. This is also the first invoice I have had from this company since the last time I filled up my tank. Finance charges added? Seriously? I sold the property and closed on the property in late 2021. I spoke with the Waynesboro office about the tank rental and they said the new owner would just have to swap over the tank paperwork. He has done this and also been charged for tank rental on this. I have tried to call this company numerous times and no one will call back. You cannot talk to anyone when you call their number listed. This is ridiculous for a major company to use this type of business. I want the charge removed from my account, as I haven't lived there in over a year. I did get one answer today from a call to the [protected] customer service number. It was re-routed to a lady in the Columbia TN office and she was very rude. She stated that she could send it up to coorporate, but couldn't guarantee they would do anything about it. I asked her to transfer me to someone who could give me an answer and she gave me the same 1-800 number that no-one will answer. This is a SHADY COMPANY.

I called upg to get my tank filled october 12. My tank is rented from UPG. After a week i called back but no answer. Left a message. Called again abd was told there was a driver shortage but should have gas within a week or two. Finally i went to the office and there was a manager there conducting job interviews. I told him I was very low in gas and how long would it take. He said he would call the office and let me know. He called back and said it was scheduled within a week. 2 weeks came and went still no gas. I was almost out and contacted another gas company and got my own tank. Told UPG to pick theirs up and I had another company bring my gas. I got a bill for not using the minimum gas,a bill for tank pick up and tank rent. I offered to take their tank to the office to get it out of my yard. They said i couldnt do that. I would have met the minimum if they had delivered my gas when they said or at least within a month of my initial request. The tank sat in my yard almost 11 weeks before they picked it up. I shouldnt have to pay for any minimum usage charge because they didnt provide my gas within a reasonable time frame causing me to find another company and tank

Enclosed is the bill I am contesting from UPG, *** office. In this enclosed bill are the dates ad times I have attempted to get in touch with them to discuss the matter. Therefore, I am submitting this to you, Complaintsboard.com. 6-11-22 Previous balance 33.24 is the tank rental which UPG representative told me to ignore because I cancelled my service with them for lack of service. They never came to pick up the tank for 10 months. 6/12/22 Pick-up rental take 50.00. the service tech arrived on 6/20, two weeks late, without the proper equipment to retrieve the tank. I had to get my tractor to retrieve tank. Move it to the road so the tech could load it. I believe they owe ne 50.00 for my services. 6/12/22 Min annual consumption 200.00 I prepaid 1000.00 in late August last year. They never told by their representative they would not be able to deliver until spring. The reason was the inability to hire replacement drivers. I was then forced to apply to another company for my winter gas supply. I have talked to a lawyer, UPG is the party which broke the contract. It would cost as much if not more to go to court than the bill. In principal it would be worth it. am only receiving social security as income. Paying court costs, lawyer fees or said bill is out of my financial ability.

Back in August , our propane gas was low and I called to get refill. I was told that they would fill tank within 2 weeks. I waited and *** an affiliate of upg did now show up to fill tank. I finally reached *** and they said they would send a driver. They were having a difficult time getting drivers. My gas was not delivered., I spoke to *** again and they said that they could not tell me when a driver would go out there. I was told that I should contact a competitor for gas since I needed propane. I signed up with another gas company in October. Since Oct of 2021, I have repeatedly called Upg / *** to pick up the tank since I rented it from them. I could only leave a message and also complained with their customer service online and left a review with Complaintsboard.com online. In January 2022, I received an invoice for tank rental and finally had a account number to get a hold of them. My spouse reached management and the the next day they picked up the tank on Feb 12, 2022. Now I have received an invoice for min annual consumption of 200, tank rental, pick up of the tank. The last time we had refill was in 2020 which i paid when received. online hold of online. Instead of sending me an invoice, they should send me rent money for keeping the tank in my property for 4 months and not performing their service.

Monday, Jan 17, afternoon: We had our propane tank filled to 80% at a cost of nearly $1,000.00. 3 am, Friday, Jan 21: This was the first time a family member was out back of the house and she heard a hissing coming from the tank. Upon inspection it smelled like propane and the level was down to 50%. The sound was coming from a loose nut, which she tightened. The hissing stopped. Friday, Jan 21: *** called United Propane & Gas to report the issue and ask for 1) a refill of the lost gas and 2) an inspection of the tank to be sure gas was no longer escaping into the air. *** has called the local and/or corporate office one or more times every day and the issue has not been addressed. He was told the District Manager was the only one who could resolve the issue and to expect a call on Jan. 19. Monday, Jan 31: We have received no resolution, no phone call from a manager, and no refill on the tank. The tank is now at or below 30%. Context: We are a senior couple, *** years old, living on a fixed income. *** has been in and out of the hospital several times this past month with SERIOUS medical issues. This stress and frustration of this situation has taken an additional toll on both of us. We need it resolved before we run out of propane and the tank inspected to be sure there is no longer gas being lost into the air. Photo shows the nut that was not tightened when the tank was filled.

UPG doing business as East Carolina Propane of Greenville, NC has been my propane provider for several years. On 8/31 their representative connected a gas line to my generator. My complaint is not with the local branch. I received a bill dated 9/10 for that installation. The bill included a $40 charge for GAS CHECK SERVICE/LEAK. That involved placing a pressure gauge at the tank which took about 3 minutes and was done while the technician was already at my house doing the generator connection. The local office explained that the test was required by law and the charge was made by the corporate office. I have called the headquarters multiple times always getting their voice mail and leaving a detailed message. On 9/14 around midday, I got the receptionist and she said she would have to talk with her supervisor and have that person call me. I didn't receive that call. I called back on 9/18 and 9/21. On 9/23, I called the local office and the representative told me she was going to email the corporate office and request them to call me. On Friday, 9/25, I called the corporate office and left a message that my next call would be to the Complaintsboard.com. I then got a call back to my cell number which I missed - caller identified herself as *** I believe. On Monday, 9/28 at at 9 AM, I returned that call and left message. That after noon at 4:48, I called again having not received a call back. Today, !)/1/20 I have heard nothing. This list does not include other calls made that I don't have record of. I don't think the $40 is appropriate or justified. I also think the total lack of response is terrible customer service.

We received a bill from *** Propane Gas dated 12 May at our current address. This is the first bill we have gotten from this company in 5 years and 6 months. We did business with *** Propane Gas in ***, . WE NEVER RECEIVED ANYTHING OR DID BUSINESS WITH UPG CORPORATE! Our previous address was ***, ***, ***. A bill was sent to that address in approximately April . We never received. We have not lived at that address in 5 years and 6 months. The tank was finally picked in approximately May . In approximately December , we moved to our current address. I went into the *** Office and informed the personnel there that we were moving and the tanneeded to be picked up. I WAS INFORMED AT THAT TIME THAT WE HAD A CREDIT OF APPROXIMATELY $.19. The tanwasn't picked up as I forestled until May . WE DO NOT OWE THIS BUSINESS ANYTHING! The personnel that we communicated with in the past are no longer employed at the *** Office. I called the UPG Corporate number of ***. I communicated telephonically with *** in the Customer Accounts/Residential ***lection office on 20 May to inform the Corporate Office that WE DID NOT OWE THEM ANYTHING! OUR BUSINESS TRANSACTIONS ENDED WHEN I WENT INTO THE ***, *** OFFICE IN 2014 INFORMING THEM TO PICK UP THE TANK AND AT THE TIME OUR ACCOUNT REFLECTED A $.19 CREDIT GIVEN TO ME BY THE PERSONNEL THAT WAS EMPLOYED THERE AT THE TIME. Based on the situation presently, I contacted the complaintsboard.com of *** to assist in resolving this issue that is long overdue by a Billing Adjustment of $.19 in the form of a credit which WE NEVER GOT! I was given instructions by *** in the ***, *** office to submit this complaint. Thanyou *** and ***. *** 4 June Account_Number:

We began doing business with UPG in 2018. We terminated doing business with them in July because they do not have a plan for automatic periodic refilling of our propane tank. We called the Springfield KY office on 7/27 and spoke with "***" who advised us that UPG would pick up our tank and refund us the value of the unused propane. On 8/3 we called the Paducah office, and we were told that they would call the Springfield office and call us "right back". We got no return call from either office. We called several more times with no success until 11/1, when the tank was finally picked up. We then received a bill for $50 for the pick up and $75 for the pump out, which we do not dispute. However, we were also charged a fee of $307.62 for "MIN ANNUAL CONSUMPTION", which we vigorously do dispute. UPG claims that that charge is authorized by our original contract, a sentence that reads "...an additional annual fee will be charged being the difference between the minimum usage and the actual amount used multiplied by___". There appears to be 3 letters following the "multiplied by", but they are illegible, and there is a line through them. Therefore the multiplier would be zero, so there is no basis for such a charge. At the very least, this sentence is ambiguous, and any ambiguity in a contract is to be construed against whoever prepared it. Here , the contract is on the form prepared and used by UPG. We were told by the Springfield office (which finally seems to be competently managed) to call "corporate" about our complaint. I called on 11/13 and left a voice mail. I then received a call back, but that call was dropped. We have since called on 11/13, 11/16 and 11/18 and could only leave voice mails. We are asking for the $291.94 for the propane taken from our tank, minus the 2 fees we do not dispute, for a net refund of $168.

Had our 500 gal propane tank filled and in November went to turn on heat, found tank empty due to leak in tank. Took a month before recd a call from UPG and on Nov 28, 2021 UPG driver came out and found leak in the on off nozzle. He made repairs, filled tank, gave us a $1,000 invoice for the tank fill. I contacted the KY office and questioned why we had to pay for propane when their tank leaked all our propane. I was told a waiver would be put in for us. The tank guage was checked by my husband in January and discovered it was down to 40%, indicating another leak. We hired a HVAC company to come out and ck the line from tank to unit - no leaks. On Jan 29, 2022 driver came out and found leak in "O" ring which he stated was probably from the guy who did repair on first leak because sometimes the o ring sticks. So now our tank was at 38%. Driver was instructed NOT to fill our tank because we owed $1,000 from what they filled in November . We have called every day, not being able to reach anyone to try to resolve this. Then another driver showed up unannounced on Feb 9, 2022 to ck for leaks and gave us a bill for $40, but would not fill tank. We no longer have a contract with UPG, which was terminated in 2013 by their office Mgr because they wanted us to buy 1000 gal of propane a year, which we didn't cause we didn't even use 500 gal a yr. Due to first tank leak all our propane disappeared. They fix the leak, fill the tank and want us to pay $1000. Then a second tank leak almost empties the tank again. UPG wants the $1000 even tho we were told it would be waived and they refuse to fill anything into our tank. On Feb 15. 2022 spoke to a manager who promised to have general Mgr call immediately, which never happened. We continue to call every day trying to resolve this. I will be sending a letter to UPG advising them to come pu their tank. We need a company that we can talk to and count on.

On 12/31 I called Big 3 Propane to report a gas leak and was told it would be a few days until someone would come by to check it as the leak was small and was outside on the tank. *** came by on or about January 3 and inspected the tank and said his service truck was in the shop and he would be by in a few days to fix the tank. I called again on January 31st and February 3rd to ask when the tank would be repaired as it had now been leaking gas for a month. *** came by on or about February 3rd and repaired the tank which had a leaky valve and leaky O ring around the fuel gauge. I called Big 3 Propane on April 17th to report that I was smelling propane again and it was leaking from the fuel gauge that was previously repaired by them. *** came out on April 20th and attempted to empty the tank but the engine on the pump had a leaky oil plug and lost all of its oil in my yard. After going to my garage and getting him oil he was again attempting to empty the tank until his engine ran out of gas. *** returned again on April 21st with an empty tank and the process started again and after providing him with a valve of my own he was able to empty my tank and he replaced the O ring. This time when he replaced the gauge, he also replaced the 4 rusted and stripped screws and to date it has not leaked. Between the time the first call was made and when it was finally repaired,, I have lost approximately 400 gallons of propane. *** told me when he left that he would ask the office to file a claim for the 400 gallons. On 5/18 I called the office and was told that I would receive a call from *** from the Paducah office. She said she would file the claim. As of 7/20 I had not received any reply and I called the Shelbyville office and the corporate office. I received no return called and called again on 7/21 and 7/22, and still no reply. I also sent a letter to the president, *** and even he has not replied.

I have used ***, now United Propane, for over 25 years. In September when I needed my barrel filled I could not get the company to return my calls. Finally after two plus weeks I was contacted, had my barrel filled and purchased a winter prebuy for 2022. I sent a signed prebuy contract (have copy) dated September 20, and a check for $449.78 with a memo stating prebuy and purchase information. My check was cashed. On March 17, 2022, I called to request the prebuy delivery. The prebuy needs to be delivered by March 31, 2022, so I wanted to be sure I gave plenty of time. I left a message but someone did call me back that day and I somehow missed the call. I have a copy of the message left for me which stated that they wanted to see if I was using my prebuy and wanted me to call and they would get it delivered. I immediately returned the call but again had to leave a message. Multiple calls over the next six weeks were never returned. I placed the order online multiple times. No response. After calling once again on April 26, 2022, and again placing an online order I did receive a call back. When I asked the girl why I had not been called in six weeks she said she didn't know, that they had been busy with the winter. Fortunately, my barrel wasn't empty. When I inquired about the prebuy she told me it had never been approved. I told her I had the signed contract duplicate and the cancelled check. She said that still didn't mean it had been approved. I then spoke to ***, customer service, and was told the same thing. I inquired about the purpose of cashing my check if there was no intention to honor the contract. No explanation. I was told I would be called by a manager but two weeks later no one has called. They breached one contract to deliver gas to me in a timely manner and another contract for winter prebuy. I can't do business with a company that will not provide an essential service. Account *** Contract

On 9/13 *** (***) executed a "2021/2022 Price Protection Program" document (also known as a pre-buy contract) for delivery of 400 gallons of propane to ***, ***. during the contract period 9/15 through 3/31/22 at a rate of $1.999 per gallon. Payment of $799.60 for the entire 400 gallons was remitted same day via mail /personal check. One fill-up of 345 gallons was delivered against this contract on 1/28/22 bringing the ending tank capacity to 75%, leaving a remaining 55 gallons on the contract. In early March (well before expiration of the contract period) we requested delivery of the remaining 55 gallons and were told the company has a "minimum fill-up" requirement of 150 gallons and therefore the delivery of 55 gallons was not allowed. This "minimum fill-up" requirement is not contained in the contract language and furthermore, on 12/22 the company delivered only 38.8 gallons to another property owned by us, even though we did not request the delivery. Numerous calls to the local office (***) requesting the remaining balance as well as calls to the "corporate" office in Paducah have not resolved the issue. (Paducah office has not returned any call made to them.) We do NOT intend to continue service with this company and do NOT wish to purchase additional gas in order to access the 55 gallons already paid for. We have endured multiple issues in securing delivery (actually allowed us to run out of gas at this location in January), proper accounting of payments, etc. with this company which will not be detailed here. I do not know how to upload supporting documents, but we can mail or fax copies of executed contracts, cancelled checks, & any additional information needed. We have exhausted all avenues (short of securing an attorney) to receive the product we pre-paid for. We are requesting delivery of the 55 gallons or refund of $109.95 (55 gals. at contract rate of $1.999.