Superior Propane
Reviews and Complaints

We've been a customer for about 10 years and always paid our bills on-time and never any issues with them until recently. This year, we received our 420 pound tank rental bill and it doubled from $159 to $345 for a 1 year rental. To add perspective, this is an old, reconditioned tank that would have cost approx $1000 10 years ago. (I'm told by another vendor these have increased to ~$1500 recently due to the cost of steel, but this is an old tank, not a new one.) Superior have told me that we are a "low volume user" and that is the reason for the cost increase. This was never an issue before. We've always used the tank for our propane range and nothing added or removed in the time we've rented. This seems, to me at least, to be corporate greed and price gouging and I recommend to anyone considering propane to look for another vendor.

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.

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!

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.

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…

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

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.

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.

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.

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

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

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.

• 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!

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.

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.

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.

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.