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Superior Propane
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Superior Propane Complaints Summary

2 Resolved
26 Unresolved
Our verdict: If considering services from Superior Propane with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Superior Propane complaints 28

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3:53 am EST

Superior Propane Boiler repair

My boiler sprung a leak in the boiler return piping. Superior sent a 'technician' and bent the copper return pipe making it leak more and quickly ran away. I then get a call from 'Alex' the supervisor claiming that the gaskets (which I really needed) were no longer made and that I would need a new heat exchanger. Quoted me a price way above $3,500.

Turns out that I only needed to replace the gaskets for $40. His bending the pipe had to be remedied by buying a new return pipe for over $200. Had I listened to Superior and bought the heat exchanger, I would have had to wait over a month for it to come in along with no fixing the problem. A new exchanger would not have corrected the leak. Not only a total misdiagnosis but I would of been cold waiting over a month.

I asked for $200 to replace the pipe that Superior bent/damaged and Alex would not do such.

Claimed loss: $200 piping return

Desired outcome: A $200 check to replace that which Superior damaged.

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11:15 am EST
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Just add me to the long list of people who believe this is the worst company out there. I moved in to my new place in the country that used propane. The previous owner had a company that was also not high on the list of good companies so I looked around and was enticed by Superiors free litres offer so I opted for them instead. Little did I know that their...

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9:22 pm EST
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Superior Propane Lier's

Long story short we rent a place and got this company and my husband was told as long as billed paid in full after we go under a certain amount we would get propane. We under ten now paid in full and they refuse to come give us anything unless we pay over two hundred for 100gal in cash. Because apparently there is a time limit on how fast we pay the over 600 dollar bill and we didn't pay it in time so we now if we want propane have to pay on cash. worst company I ever heard of and I'm waiting to sue them for false add they lied and kept changing with no notifications and this is not the first company this has happened...it's 19 degrees and we can't run the heat thanks real wonderful...I will be reporting you on top of others for your lack of truth and notifications! Gotta love our corporate folks!

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Is Superior Propane legit?

Our verdict: Complaints Board's thorough examination reveals Superior Propane as a legitimate entity with notable strengths. Despite a 7% resolution rate on customer complaints, which invites a closer look, Superior Propane stands out for its commitment to quality and security. Clients considering Superior Propane should delve into its customer service record to gauge compatibility with their expectations.

Superior Propane earns 91% level of Trustworthiness

Perfect Trust Endorsement: Superior Propane achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Superior Propane. The company provides a physical address, 7 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Superiorpropane.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Our scan shows Superior Propane website is free from malware and phishing activities, which are types of online threats that can include viruses, worms, Trojan horses, ransomware, and other malicious code, as social engineering tactics used to trick users into sharing their personal information.

Superiorpropane.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Superiorpropane.com you are considering visiting, which is associated with Superior Propane, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

Several mixed reviews for Superior Propane have been found on various review sites. While some customers have had positive experiences with the company, others have reported issues with their products or customer service. It's important to read and consider a variety of reviews before making a decision to purchase from this website.

Superior Propane website is deemed to be popular and indicating that it receives a high volume of traffic. It is important to be cautious when using a highly trafficked website, as it may be a target for cybercriminals looking to exploit vulnerabilities or steal personal information.

However ComplaintsBoard has detected that:

  • While Superior Propane has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 7% of 28 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • We conducted a search on social media and found several negative reviews related to Superior Propane. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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2:50 pm EDT
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Over 3 months ago I had signed up for the install of 2 tanks for my rv. When I signed up they had a promotion for $600 of free propane that I never did receive and I had informed them that it would be going to a motorhome to run my appliances and generator. I had multiple visits from them as sfrwr they had cracked my line to my regulator I was told that I...

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12:24 pm EDT
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Superior Propane Bill for propane that we never had

Is this place a scam? The only time I ever had propane was from [protected] and it was a prepaid 500 gallon underground tank through another company. I know it was prepaid because they would not bury it unless it was paid in full beforehand. The person I spoke with then asked me about another address that I lived, saying there must've been one there and they're going to send someone to investigate it. That house was a rental and we have had no propane since 2012 at any location. Plus the bill was in my name and my ex husband of 10 years. He didn't live with me at the other address mentioned. Maybe I can get some answers because customer service was not helpful.

Desired outcome: Remove my $2.75 bill

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6:23 pm EDT

Superior Propane Billing discrepancies

I moved in to a farm house for rent that uses propane. When I saw how high my bill was I called and asked to be put on an equal billing plan as I don’t make enough in the winter to cover lump sums. Well that never happened so I racked up a bill which I made plans to pay for in the summer when I’m back to work. In October 2022 my statement was for a remaining $343.17 which I finally paid off. Once my balance was cleared I called and asked again if I could be put on an equal billing plan and I was told they couldn’t do that until my account was in good standing meaning I would have to continue to order propane in bulk and make regular payments on time for the next 6 months. I asked if I could request a minimum fill instead of filling it all the way so that the payments would be smaller and more spread out. $600 is the minimum I can do per delivery. And I was told I would have to pay it first and then I could call and place an order. So that’s what I started doing. Paying $600/month starting in November 2022. On my December statement they billed me for $1477 that supposedly took place on September 6, 2022… I was placed on COD and a prepaid plan, there was never a delivery made to my tank then, I didn’t need it, I didn’t order it or request it and it certainly wasn’t a minimum fill of $600 either… so where is this charge coming from I ask? I’ve been on them about it since December and it’s now May and they said they would sort it out and instead they have since added further charges to my account that don’t make sense…. I continued to pay $600/month for deliveries when needed and had to push to get a delivery despite the incorrect balance on my account. I finally spoke to someone for over an hour on the phone and she just sent me a spreadsheet of numbers that still didn’t make sense because she was not seeing what I was getting at until finally she realized that the information I have infront of me does not match the information she has and that something is off and so she said she would contact her supervisor and get back to me. Well they called back while I was at work and I didn’t get a call back number and instead I received an email basically just telling me that I had to pay it and I won’t receive anymore propane until I do… attached is all the info, what I’m seeing that I don’t have any answers for…

Desired outcome: I’d like to have no outstanding balance. As I have paid what was owed in October and have been making prepayments for all deliveries since. I also would like an apology as it’s taken a lot of my time to get this sorted.

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11:01 pm EDT
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At the end of November 2022 - I had called Superior Propane customer service because my bills were ridiculously high (over $300 dollars for a propane furnace that would run at 16 degrees). I was talked to with a condescending nature believing that I was just complaining and had no justification to my claim. Low and behold after constantly calling on a...

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6:48 pm EDT

Superior Propane Customer Service

I purchased my furnace through Superior Plus years ago but always have them do the annual tune-up. I don't have a service contract but they bill me and I pay them. I ran out of oil on Easter Sunday. I received an oil fill-up from another oil company. I had to call Superior to have a tech come out to get the furnace restarted. The woman who answered the phone said that they could not help me because I didn't purchase the oil from them. I asked if that meant that they would not service my furnace that I purchased from them any longer, and she replied yes that is correct. Very poor customer service. I am a single woman and to tell me that I can't have any heat simply because I did not purchase oil from them is very wrong. I h

Desired outcome: An apology if this is a mistake. If it is not a mistake, then a letter should have been sent to me stating that I can no longer get my boiler cleaned by Superior. My acct. #3945340 (Chris & Kathy Norton) - correctly spelled: Cathy

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5:14 pm EST
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Superior Propane Propane delivery

I ran out of propane when it was estimated I had 18% left in the tank on January 18th. They say it f you low call. So I did and they got back to me 24 hours later promising delivery on January 20th. At 5:00pm on the 20th I called and was told it would be delivered that day. The person I spoke to tried to reach the dispatcher but had no luck she said she left a message and promised to call me back if it wouldn’t be delivered that day. It never showed up and she never called back. Today January 21st I called back and the person I spoke to said it should have been delivered. She again trying to reach the dispatcher without success and said also she would call me back with an update. Again looking like I won’t hear back and still no delivery. So I have been without propane for 3 days in the middle of the winter. So we have no heat and no hot water. And Superiors customer service is completely useless. Would not recommend using them at all. The pervious time we needed propane they missed their delivery date as well and it took calling and complaining to ge ya delivery.

Desired outcome: I would like a propane delivery and customer service to call back when they promise they will.

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Jamie Kamlet
, US
Sep 09, 2023 5:05 pm EDT
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We had a power outage in the Hudson Valley on a late the late Friday morning and our standby generator (powered by propane) went on. I checked the propane tank immediately and saw it was 40% full. I called Superior Propane and asked for a delivery, anticipating a long outage. The associate I spoke with said she would schedule a delivery that day. I asked her when the normal delivery was supposed to take place and she said they had a deliver scheduled for October, but because of the power outage they would deliver the propane early.

The outage persisted through Friday and no propane was delivered. Due to the generator running all night, the tank was now down to 25%. I called Superior on Saturday and spoke to a male associate. He told me he would call his driver and have him make the delivery later that day. About an hour later he called back and said there was a charge for $500. (five hundred dollars) for a same day delivery service. The normal amount of time for a delivery when I called for one was 3 to 5 days. Outraged, (I never heard of this charge and it was not in the contract) I canceled the same-day delivery but kept us on a schedule for the 3 to 5-day delivery. As soon as I got off the phone I called my oil company (that also could be providing us with propane) and inquired about switching propane services to them. As a customer already, the oil company rep told me there would be no setup fee from them. I did some research and found out a propane company could charge up to $1,500. for removing their (aboveground) tank, plus a pump-out fee. I am concerned that they may gouge me for a lot of money for tank removal, though the contract did not include any numbers on their removal fees.

What recourse do I have if they tell me (they have my CC information) they will charge me some exorbitant amount for tank removal?

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7:56 am EDT

Superior Propane Price hike

I've been a customer for over 10 years. This year is my last year. My fixed price went from.92 to 1.12 due to the cost of propane increase (or so they said). I phoned Spalding propane which offered it to me at.89. I phoned Superior to cancel. They called me back to match Spalding. I now pay less than what I've paid for the previous year. I've just received notice that they've taken $111 dollars out of my prepaid account for tank rental up from $62 this year. No notice. No warning. After numerous attempts at calling them I set my alarm for 2 am and finally got through. Upon complaining they told me they are offering (this year only) a $50.00 credit to customers but next year my tank rental will be $99.00 plus tax. My tanks have never been touched other than filling for over 10 years. I told the rep. at what cost will it be to get out of my contract. It's $250.00 if I cancel service before the year fixed term is up. I told her that I will take the $50.00 1 time only credit and I will be canceling my service at the end of my contract. I bought a $200 forced air heater from Amazon and as of yet haven't touched my propane.

Desired outcome: Warning customers to shop elsewhere.

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5:30 pm EDT
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Superior Propane Tank removal charge

I terminated and cancelled with Superior Propane just a few days prior to when the automatic renewal would take place. When I contacted them to inform them that they could come and retrieve their tank which was rented from them, they advised me that they would charge me $250 to do so. I told them I felt that this was unfair as I had cancelled at the appropriate time and this is the charge associated with early termination which was not the case. Instead they just rephrased it as the tank removal charge. I asked for escalation and the best offer they came back with was to still charge me $125.00. I do not see why I should have to pay for them to come and retrieve their own equipment for which I paid heavily to rent from them.

Desired outcome: Come collect the tank their expense; cancel the $125.00 charge to me. They were already overcharging me as a client (which is why we left & refused to attempt to price match; clearly they do not want or appreciate me as a client.

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5:37 pm EST

Superior Propane Account services

I was on a locked .65 I rented my house for a year came back the lady said she can't put me in locked it will have to be variable. For renters didn't use some many thanks in a year.

I've had two deliveries from August till Dec 2021 and wasn't happy paying that rate.

I've called being on hold more then a hour then I get transfered and wait another hour at least. To have them say they can't put me in a locked amount.

This has been going on since Dec 23rd. I'm so annoyed. I had a lady on email then she said she will have someone contact me. Also was told not to pay the bill till they fix and adjust the two last bills. By the time I get this solved I'll need another tank and have to pay $2200! I'm going to call around for another company for this one doesn't care about customers! I keep getting told someone will call me back but nobody does!

[protected] [protected]@gmail.com

Desired outcome: Get help finally and have bill adjusted and locked in at a good rate.

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1:01 pm EST

Superior Propane Delivery of propane

DECEMBER 2021 - we have an "smart tank" that automatically orders propane when the levels are low. The website said it would be delivered - and it was not. Propane is our only source of heating and the temperature went to -15 and no delivery. Our pipes froze, no one contacted us, I called the emergency line and they said it would be 48 hours before it could be resolved and I would be charged $250 extra for emergency delivery.

And it happened again, propane ordered on January 11, 2022 - today is the 20th of January - no propane delivery and we are below 6%

This company puts people in danger! No chat function, no return e-mails and impossible to reach someone

Desired outcome: someone to contact us

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Pamela Hearne
, US
Jul 19, 2022 8:37 pm EDT

This company has horrid customer service. They don’t return calls , they do not keep your tank with fuel. We were at a super low percentage early this yr. They kept saying we will get you, will call you back. Nope. No calls , no propane. We had another company out in a tank and have been pleased. We have asked numerous times for support to remove tank. We ask just like we wrote on contract, call first to have gate open.

Today they finally ( it’s been a months) arrived to collect tank. They did not call. I was home

Tbey did not come to house instead they removed the pins from my gate! And then moved my Polaris! The gate now does not fully close! Police report filed.

Do not recommend !

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2:43 pm EST
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Superior Propane Propane gas

I live in a development with a locked in max price on propane in a contract. Superior is billing me for an additional 100 gallons of gas being delivered versus what they are actually delivering. This is the third time I've noticed them doing this and have complained two times before to them with no logical answer explaining what is going on here. This week they came while I was home. I asked the driver to tell me how much my meter read before he filled me up. I was at 50%, or 500 gallons on my 1000 gallon tank. He filled me up to 85% which is 350 gallons, but my bill says 457 gallons delivered. Therefore they're intentionally adding 100 gallons on my bill that they are not giving me.

Desired outcome: Law suit that puts them out of business.

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8:50 pm EST
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Superior Propane Impossible to Get Propane Delivery!

• I have a propane furnace and a propane fireplace, with no alternative heat source;
• The tank is owned by Superior Propane, I paid for the propane remaining when I bought 20 Relic Road, and opened an account with Superior Propane;
• I ordered a refill online as required on December 12th, when the level reached about 35 percent;
• I received an email confirming a delivery date on or before January 10 - Order Number: 155961;
• January 10th came and went with no delivery; Superior Propane said there was no record of the order(!);
• Superior Propane contacted the "coordinator", he "confirmed" that he would deliver on or before the 12th and I received a confirmation email - Order Number: 31687;
• January 12th came and went with no delivery;
• I contacted Superior Propane again (endless time spent on the phone) and they assured me on January 13th that delivery would be at 10:00 a.m. on the 14th;
• January 14th has come and gone with no delivery, it is weekend and no one can be contacted, just the answering service - who suggested I could pay a fee to get an emergency delivery(!);
• Superior Propane is very centralized in Ontario, the office here I discovered today when I went to Galena Road is not open to the public and there is no local phone number;
• My propane tank is in the red, about 18 or so percent remaining, so it is critical that it be filled soon, but I am beginning to wonder how - and why the coordinator and delivery person do not make this a priority after blowing through three confirmed delivery dates;
• This is Winter in the Yukon, last week it was in the minus 40s!
• Who is going to take responsibility for damage done to my house and to me when the propane runs out, the furnace goes off, and all the pipes freeze?
I should NOT have to go to a lawyer to simply have my propane tank filled!

Desired outcome: A full propane tank immediately!

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7:54 pm EST

Superior Propane Not delivering propane as promised and horrible customer service

I ordered propane online in late December. We had very cold weather -45 for weeks. I was given a delivery date in mid January which was a longer wait than I expected, but I could live with it. The delivery promise date has been repeatedly missed. Each time I call I spent over an hour on hold to be told it will come that day or the very next day at the latest. The propane has not arrived still. We have been without propane now for over a week. I sent an email which promises a 24 response time. I received a response 5 days later which did not answer my question as to when the propane would be arriving and they asked how much propane we had when the email clearly outlined we were out. I had similar problems last year with trying to get the tank replaced. I spent hours and hours on the phone and it took them a year to replace the tank (they brought me a rusted out horrible looking tank for a new service). Please think twice before using this company.

Desired outcome: I am in the process of switching providers. I called co-op and they actually picked up the phone and I spoke to real person.

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10:49 am EST

Superior Propane Communication

The lack of communication within the company is atrocious. I spent 6 days, and almost a dozen phone calls trying to get my tank filled.
To which every person I spent time talking to said they would do their best to reach a delivery coordinator to get service to me in Kelowna BC.
6 days later, a completely empty tank, WITH a smart sensor so this never should have happened, and I was finally filled.
No heat in the middle of winter is NOT appreciated, not to mention HORRIBLE customer service.

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11:13 am EDT

Superior Propane New customer/purchased home with propane

I first contacted Superior in early Sept of 2021 after purchasing a home that has a propane tank. The property is 133 Third Street South, Belmont, MB R0K0C0. After spending almost 45 min on the call, the rep (name started with an M) did a credit check and determined I would have to pay a deposit of just over $1200. He assured me the finance depart. would contact me within 3 days time to take my credit card info. I took possession of the home on Oct 1, 2021 at which time I still had not heard anything back. Tried the 'contact us' submission online a few times, then finally called Superior on Oct 20, 2021 at which time customer service 'patched' me through to the person I had spoken to originally, at which time I was hung up on. I find it absolutely disgusting that it has taken so long to have service. I own a old home that doesn't really have heat in the basement, and only baseboard on the main floor. Propane heat is required to properly heat my home. I'm 54 with severe diabetes, anxiety and PTSD and this has not helped my situation. I urge them to contact me so that we can resolve this issue asap.

Desired outcome: Contact me so that I can pay for service and have my tank refilled.

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4:33 pm EDT
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Initially they were supposed to remove our 2 propane tanks in the fall of 2020 but it got rescheduled 4 times. On the 4th time which was June 4th they finally showed up and removed them. After many calls later they kept changing our bill amount and then finally agreed to send us our reimbursement. We are still waiting for that payment to arrive over a month...

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1:19 am EDT
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Superior Propane Propane Company West Coxsackie NY

My experience with Superior Propane was less than expected. The driver would complain if there was a dusting of snow on the ground on the path I shoveled out to their tanks and would refuse to deliver propane and write up the customer. They did this in hopes you would run out so they could charge an extra fee. Took picture of the pathway one day as driver arrived and refused to deliver with him in picture and called and made a complaint. Supervisor said he did not care and immediately defended the driver and called customer a liar. When I moved they failed to come and pick up their tank as agreed and then I am waiting 4 weeks for a refund. Saw post in my old account that shows a $107 charge for removal even of their tank though contract was not renewed and had expired. They also had a practice of letting the tank run down to almost nothing if the price of propane was a lot higher than the going rate and to overload the tank and refill it every 2-3 weeks if your contract price was higher than the going rate even if they filled 40 gallons so they could charge their fees for delivery. Think twice before choosing Superior Propane since there are other options out there that are customer friendly and did not have rude customer service reps.

Desired outcome: Refund of Full Amount Owed

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Superior Propane contacts

Phone numbers

1877 873 7467 +1 (855) 539-5862 More phone numbers

Website

www.superiorpropane.com

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