Bought a house that came with Value Propane tanks & service installed already. Haven't had any issues and this will be my second year with them. Always friendly when I call in, they come regularly to check on my tank levels (although they recommend I keep an eye on the level too). Price is reasonable too, my rental is $75/year for two tanks and I think propane price is pretty standard.
Until this year, I had no significant issues with Value Propane and appreciated our relationship. However, my recent interactions have been extremely disappointing. Earlier this year, when I attempted to pay my bill, it took over two weeks for the payment to be processed. I did not dispute the charges and simply wished to pay my bill; however, the individual I dealt with appeared unwilling to accept payment, which I found both unusual and concerning. Upon reviewing my records, I also noticed that I was charged $1.90 per litre — a rate that seems significantly higher than the typical market prices at that time. Additionally, I must highlight the service discrepancies I experienced. I was repeatedly told that, as a “will call” customer, I was considered a “third-rate” priority, and that other customers with different service needs would consistently be prioritized over my farm business. This experience is unfortunately consistent with other reviews highlighting concerns about second-class treatment compared to competitors. While I understood the terms of the will-call arrangement, I found it troubling that deliveries were being made to neighboring properties while we waited for service — all while being told that our needs were lesser. I do not necessarily mind the wait; however, the manner in which it was communicated, including repeated comments degrading our needs for propane, specifically questioning our increased usage (odd thing for a supplier to care about), was unnecessary and unprofessional. It is also concerning that the same individual in accounting seemed to take a disproportionately negative view of our account, particularly as insignificant. I had previously valued our relationship with this company and regret that these recent experiences have changed my perspective.
I can only express how pleased I am in dealing with Value Propane. I have been a customer for 30 years with no complaints. However during this recent ice storm that hit our community in Brechin, Ontario, value stepped up they commitment to customer service by no once, not twice but three times to make sure I had propane to run my generator and keep my pipes from freeze. Thank you so very much. You have a customer for life. Peter Minialoff
Myself, and my wife cannot speak more highly of this company, we had an issue with another propane company that we had that wouldn’t come fill up our tanks and not because of nonpayment because we pay our bills it was because we were told that we were second class we’re not the first class that gets her tanks filled right away, so long story short a good friend of mine said give these people a call, so this morning, I called and talked to a lovely lady about getting a torpedo here and a couple of stand ups for our generator and pool heater, I was told it was gonna be next week before they can make it and I totally understand that because of nice damage that happen, and then said oh that’s too bad. I’m looking for somebody today so I could fire the other company and guess what, they actually showed up. They put in two tanks for now and gonna come back and replace the torpedo. They’re coming in tomorrow to completely fill up these two tanks. I can’t speak more highly. of this company. Both myself and my wife thank you so so much. You have a customer until the day that we are not on this earth anymore. So if you’re looking for a propane company to deal with this is the company and I would suggest it you stay highly away from budget propane…… Thank you thank you thank you Ken & Heather…
I just wanted to take a moment to say THANK YOU SO MUCH Value Propane. You really saved us. Even when all the crazy was happening with the hydro being off for so long for everyone, you were the only ones that helped. We tried so hard and so long to get propane from everyone out there and no one helped. Now don’t get me wrong, we know that it was a mess and everyone was so overwhelmed trying to help where they could… but VALUE PROPANE came to the rescue. Brought us new tanks with a little Propane to get us by until the following morning and then filled the tanks up. The customer service is amazing. The workers are amazing. I wish we’d heard of you sooner - but glad we found you now. We will be forever your customers! You will never know how much we appreciate you. Thank you again from the bottom of our hearts. We will recommend you guys to everyone we know and everyone we meet. Best company ever!
Friendly helpful staff to deal with, equipment and propane arrived on time, prices competitive with other suppliers. Thank you for your attention to deal.
We have rented in Brock for the last 4 yrs or so on the same property and didn't have a choice as to which propane company as per agreement with landlord so we dealt with Value. We never left a bill unpaid (although there were times we couldn't afford to have $500 deposit sitting with them). The below is my recent experience with them. I knew I needed to check tanks and when I looked my worst fear was confirmed, tanks were on zero and I'm home with a sick toddler. I called the office and had them process the deposit on my credit card asap. I explained money had been tight and my child was sick. I was having an extremely bad day and the lady on the phone was pleasant and made me laugh, she said they would get a driver out to our home the same day considering the circumstances. I wish my story ended there... At 4:00pm the same day no one had arrived or phoned to say they wouldn't be able to make it. I phoned the office back and asked to speak to the lady I had on the phone in the morning. When the lady got on the phone she said I'm sorry your not getting a delivery today. I asked when we could expect delivery and she told me the next day. She went on to say it was because the deposit wasn't on my account (which I pd and got receipt of pyt from the office that morning). She told me, "I'm really sorry, I tried." I believe they made me wait an extra day just to make their point of wanting the deposit on the account knowing full well I was having a hard time financially and I had a sick child. If they had told me they were booked and I had to wait a couple days I wouldn't be writing this review right now. So I called them the next morning and asked when they would be here today? They said it would take time to find our ticket. I asked if I could be called and informed and I was told, yeah, if I remember. I called back about an hour later upset about the situation and the way I had been treated and made to feel. I asked who I could speak with and the lady laughed at me before she put me on hold to speak to Renee. When Renee got on the phone I asked what was so funny about me being upset and the whole conversation was met with "pleasant" sarcasm on her end and of course NO APOLOGIES. The driver did finally show up and I told him I only needed one tank filled as we were moving. He called the office and they approved the requested, very unhappily I'm sure! This "family" company is very unprofessional and doesn't care about the little person or their business. If you have a choice I would highly recommend going with another company. I've looked at reviews and Budget or Durham Fuels seem to be better options for customer service and pricing.
Value Propane is a Canadian Propane supplier based in Sunderland, Ontario. Value Propane is located at 54 ON-12, Sunderland, ON L0C 1H0, Canada.
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