Jeff A Toe

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Verified Reviewer

Unfair business practices

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 price per litre charge was far and above the market standard year after year but I kept using them. The little nickel and dime fees such as delivery and the HAZMAT fee , that NO other provider was charging , finally got to me so I started looking around. The last straw was the fixed pricing per litre that they offered me was $0.25 to $0.30 more than their competitors.

Done!!! I'm out. I secured another provider and told them to come pick up their 3 tanks. I was then informed that they would be charging me a $250 pickup fee.

Nowhere on the invoices is that $250 fee stated. Then they charged me a $250 cancellation fee or what they called an administration fee. NO OTHER COMPANY that I called , and I called 7 , had a pickup fee nor a cancellation fee. Then they charged me a years rental on the tanks which was 3 weeks past the anniversary date for the tank install.

I DID NOT sign anything agreeing to these charges. There is a reason why Superior Propane has the worst reputation in the business.

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Cons:
  • Zero customer service
  • High prices
  • Nickel and dime fees

Preferred solution: Full refund

User's recommendation: Do not proceed to do business with this company

Harmonie Xrn

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Verified Reviewer
| map-marker Maple Ridge, British Columbia

Share our experience

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We asked for a Superior Propane delivery on Jan 5, 2024. They promised delivery by the 15th. It never happened. They emailed us to say they would be in touch. It never happened. We phoned and spoke to them and they said they would get back to us later that day after they spoke to the driver. It never happened. We called and complained. I received a phone call with a recorded message on Thursday saying they would deliver on Saturday. This is Sunday evening and still no propane. We will be calling their competitor tomorrow morning. From Mission, BC area.
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User's recommendation: Stay away. There are other providers out there. Let’s be real, it would be impossible for the others to be any worse.

Sharmaine Xoy

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Verified Reviewer
| map-marker Fenelon Falls, Ontario

Worst propane company in Canada

Where to start? It doesnt matter - just dont sign up with them.

Dont let them transfer an account to you when you buy a house. Stay the F away from them at all costs. They price gouge, have hidden fees, lie and have the worst customer service. When they screw you over, refuse to provide propane in a timely manner in the middle of winter, are rude, make promises they cant keep and leave you hanging with no propane, they will then try to charge you a $250 early termination fee to get away from the garbage company!

Unbelievable. They are thieves. I feel sorry for anyone who has to work with such a disgusting company.

My new company doesnt charge their crazy fees, is $0.20 cheaper, and gave me a $600 credit!

Go Sparlings! Try them!!

I will be putting flyers in my neighbourhood and knocking on doors to warn everyone.

STEER CLEAR OR YOU WILL REGRET IT!!!

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User's recommendation: NEVER

Anonymous
map-marker Regina, Saskatchewan

Lock in pricing

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Their contract was to lock in a price of $1.03 when CoOp was charging .638 and you pay current price in summer which can be as low as .35! Plus the tank leaked and our furnace wouldn't light for lack of pressure, we thought it was the furnace until we switched to CoOp and have had no problems with the furnace since. After we cancelled it took them 6 months to pick up the tank, so now we have a nice dead patch of lawn.
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User's recommendation: Don't go with Superior Propane

Anonymous
map-marker Vancouver, British Columbia

Go with another company to get ur propane

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Worst company I have ever dealt with they send u a email saying ur propane is on its way twice and no show both times waiting at home what a waste of time.They sure put charges on Visa card on time without fail not in it for the customer bad experience.
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User's recommendation: Find another company if possible

George M Vgh

Out of propane since January 13 /2024 pipes frozen called eight times still no delivery and it’s January 17/2024

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No services for 5 days house is frozen up propane jelled up pipes frozen and still no service and never get a call back like I am pissed
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Preferred solution: Deliver product or service ordered

User's recommendation: Go somewhere else

Anonymous
map-marker Geneva, New York

Rude customer service

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Called to discuss my bill was told every reason under sun why they filled my tank. My tank was half full, when they filled it. Unacceptable
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User's recommendation: Call or send a letter when a change is going to take place

Anonymous
map-marker Cannington, Ontario

Unhappy - Not resolved!

I was with Highlands Propane. Superior Propane bought them out.

Was very unhappy with this change. I live on reserve and am a band member. Superior has been charging me taxes. Told me that during the transition they couldn't deduct my taxes as they weren't able to move my file over however they were able to access my credit card from previous file for payment...their first mistake.

Have not received a credit for the taxes they have been charging me. Then tried to tell me I lived in Ennismore...another mistake as how are they delivering to my home in Curve Lake. Still no answers or credit from them from 2022. Their prices are very high.

Looking for another provider!

Was with Superior many years ago and asked them to remove tank. Was paying driver each fill up. Suddenly received a extremely high bill.

Money was either not being applied to my account or driver was pocketing. Dissatisfied customer!

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User's recommendation: If at all possible find another provider!

1 comment
Hartlee Ugg

Expired item

Kelly H Qdy

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Verified Reviewer

Meter Switch and Billing Problems

Original review May 05, 2023

On December 2 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 weekly basis when this was going to get looked after - exactly a month and a half later, a Superior propane staff member came to look at my meter and had told me that the meters were switched with my neighbour (I live in a townhouse complex) and I was actually paying my neighbours bill and vice versa. I waited for a call, two weeks later it came from Katie from Invermere BC and had told me that she had to contact the propane lawyers to look at steps forward. They had decided NOT to contact anyone who had lived in either 2 units before me or my neighbours. She had also informed me that they went through the bills and had given me a credit for the payments I made for my neighbours who used a significantly higher amount of propane than me and that they will not back charge them - they also legally CANNOT charge them for it as it is not my neighbours fault.

The cause of the wrong meter could either be the trade folk who originally ran the pipe in the townhouses or Superior Propane itself who put on the meters themselves and did not make sure they matched with the correct townhouses. I asked Katie to give me the bills that I would have gotten originally from the April to January - the time I had been living in the townhouse and she said yes. Contacted in April to ask where my bills are - spoke to customer service again and Katie herself personally and she said it would get done. May rolls around and still don't have the bills as originally promised from Katie and Superior Propane.

Spoke with her today, had the worst customer service call of my life. In January - it took 2 weeks to figure out my credit and all the information from the meters yet I still have yet to see those bills that were originally mine to compare if I got the right credit - instead I get told they are a rough estimate of what it should be - questionable absolutely. I am on the phone standing up for myself as I have been treated *** poorly by customer service and Katie herself, I have yet to see any bill even though they have done the calculations themselves, got a credit and not a refund which I want and will pay my bills myself as I do not trust Superior Propane at all. Katie refuses to take ownership of the mistake Superior Propane made with the switching of the meters blaming the company who put the pipes in yet cannot prove it was not Superior's fault - she said my walls would have to get ripped down to prove anything.

She told me I am not a victim and that I am not the only customer Superior Propane has and I need to wait on these bills - god knows when I will receive them to make sure my credit is correct or where my money went and if it was the appropriate money - I have a right to see the prices that I paid for like my cellphone company does and my internet. The conversation I had with Katie was preventing me from getting my billing information, met with sighs and groans and being very rude and tells me I will get the bills when I get them. This has been going on since November. FYI - I will be contacting previous owners about this meter switch and they will decide if they want to contact Superior Propane.

Also legally, Superior is on the hook for this as they did chat to lawyers because Katie personally told me this over the phone so stop placing the blame on other people and take responsibility.

Absolutely disgusted. Superior Propane has terrible reviews and in Invermere, a terrible reputation - wonder why...

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Cons:
  • Customerservice

Preferred solution: Apology/refund credit/right bills/internal investigation into terrible customer service

User's recommendation: Stay away - if in Invermere, use Borealis

John f Etm

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Verified Reviewer
| map-marker Thunder Bay, Ontario

Ripped off!!!

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This is the absolute worst experience I've by far ever had to deal with!!! This company is so terrible ESPECIALLY the office that services the windsor ontario region. I can only recommend to stay as far away from them as at all possible, they are the most dishonest company I have ever dealt with!
View full review
Loss:
$369
Pros:
  • No pros
Cons:
  • Everything about them

Preferred solution: Full refund

Hoot G

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Verified Reviewer
| map-marker Toronto, Ontario

They are scaming seniors

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They iver bill my 80 plus year old mother going threw cancer treatments every month iv called every month how many seniors are they taking advantage of they need a external investigation there
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User's recommendation: Don't use them

Robert R Fdk

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Verified Reviewer
| map-marker Lloydminster, Alberta

Overcharging, no customer service, no resolution to date, ruined our credit rating

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we have.had their tank.for a number of years.last August 2022 the bill was double we phoned to question it and could not get answers its office is in eastern canada. We gave up and left messages because you can't get anyone to call you back always the same we'll get someone to call you we'll have a manager return your call except they never do and they keep handing you over to yet someone else who does not answer thier phone or call back...we told them to come and get their tank last fall we were switching to Coop which is half the cost.

Months have gone by they refused to return our calls or come get their tank. Finally after serial harassment they agreed to come get the tank at a fee of 375 an hour to suck it out with a 4 hour potential charge for that which they can turn around and resell and still no answers why their charge this year was double except to tell us that we must have more propane appliances, we don't nothing is changed only their Cost has doubled for no reason.

All the while they have been sending us bills with 100's of dollars in late charges which we told them to stop doing months ago we have not used the propane and they were asked months ago to get the tank which they said its system generated until this resolves and which unknown to us has ruined our credit rating and were declined for a credit card application today because of them... We continue to fight to resolve this situation and now restore our credit rating all I can say is do not deal with them I would never recommend this company and note Coop says they switch out alot of this company's tanks

View full review
Loss:
$2000
Cons:
  • Price gouging
  • Poor customer service

Preferred solution: Price reduction

User's recommendation: AVOID

1 comment
Guest

Update ....As soon as we went public with our experience the company phoned today and said they were coming to get the tank and the fuel and we would not be charged anything ! we are happy with this resolution,sadly others have not faired as well but we are happy with what we were promised. Will update once they actually do what they say just to confirm

Kurtis D Oza

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Verified Reviewer
| map-marker Sechelt, British Columbia

Liars, unorganized

Had a propane tank that was leaking called them and an expert was sent to my house saying the tank was expired a long time ago and was out of date, it took them 6 months and 3 visits for them to get organized, everytime I took a day off work losing out on wages, they even tried to fill my leaking tank at one point and the delivery driver argued with me, they said because of the hassle they were giving me a tank for free but that was a lie they're charging me for it
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Pros:
  • Showed up
Cons:
  • Wasted my time
  • Lied about my tank being free
  • Took a long time

Preferred solution: Price reduction

User's recommendation: If your on the Sunshine Coast use tyee pacific, I was warned that superior propane isn't very good to deal with and should have listened

Sue S Nib

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Verified Reviewer
| map-marker Whistler, British Columbia

Over-billing, manipulation of smart meter, false delivery, bad customer service

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They claim they made a delivery when there is no evidence of any such delivery. I check the tank with the hot water method and what they claim they delivered is completely false. They manipulate the smart meter to indicate whatever it is they wish and then charge according to "their" reading. My smart meter readings have been all over the map. The enormous inconsistencies of the smart meter are an indication that something very suspicious and nefarious is going on with this company. It smells like Enron.
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User's recommendation: Avoid! Switch your heat to electric!! Better for the environment & your health!

Sue S Nib

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Verified Reviewer
| map-marker Whistler, British Columbia

Charged for a delivery that didn't occur

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They claim a delivery was made but no receipt from the driver, no evidence of any sighting of the driver on any of my 6 surveillance cameras which pick up every detail including the smallest of movements and objects. I have asked for proof of delivery but to date they have failed to provide proof.
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User's recommendation: Avoid at all costs. Switch to electric heat. You will save thousands of $$$$$

Caydence Exd

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Verified Reviewer
| map-marker Edmonton, Alberta

Absolutely terrible customer service.

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Put in a large commercial order after being on hold for over half an hour. It was time sensitive with other services required at same time. Could not get confirmation for arrival time and they did not bring fittings I requested twice. I had even given up and had phoned a different company with 100% better experience even though I didnt get to use them (Superior showed up out of the blue). Would pay more to not use Superior Propane!
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Preferred solution: Change your call in system.

User's recommendation: Do not use

About

Summary

Superior Propane is a Canadian company that provides propane to individual and corporate clients. For more than 60 years Superior Propane has been selling propane. Today, more than 1,400 people work for Superior Propane. Millions of customers have already made sure Superior Propane is a reliable company to deal with. Today, propane is an efficient and green solution, so the more people start using it, the more chances to save our planet we have. Exceptional services and competitive prices make Superior Propane one of the best propane providers to deal with. Superior Propane knows how to provide high quality services.

Superior Propane reviews and complaints

Superior Propane is ranked 393 out of 1540 in Utility category

Area Served

Canada

Payment Methods

American Express

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