Proulx Oil & Propane
Simons, Newmarket, NH

Proulx Oil & Propane Reviews

3.3 stars based on 55 reviews

Featured Comments:

• N

  Normalee Allen

  1.0

  I am 82 years old. Proulx sent a letter stating I am not using enough propane and were going to take my tanks….with MY paid propane in it!! They didn’t have the right to so I didn’t respond. They came when I wasn’t home and took them WITH MY PAID PROPANE in it!! I called them and threatened to call the police! They are awful to their customers! I cannot use my stove…. But I have another company bringing tanks. I would NEVER recommend this company!

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  Response from the owner

  We did indeed send a letter in May regarding a minimum use fee. Over the course of the last 5 months we reached out to the customer on many occasions by phone, mail, registered letter with no response. Our final attempt stated that we would be picking up the tank in 10 days if we did not hear back. Unfortunately our attempts to contact and speak with the customer were ignored and therefore we picked up our tank, at which time the customer finally reached out to us. We did credit any tank rental fee, finance charges and collections fees and refunded her for the propane left in the tank when it was picked up. We do provide excellent customer service and find it unfortunate that in this situation all the effort we did to reach out to this customer resulted in a negative unjustified review.

• K

  Kars Garage

  1.0

  Horrible customer service since day one. the ladies in the office are sooo rude when you have questions!! Theyre auto fill is useless.. you have to call and practically beg for a fill before a storm. After 3 years or rude customer service I will be switching once spring comes as most of my neighbors have!! Last fill they didn't even read meter correct & over charged. Called and on hold half hour.

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  Response from the owner

  Hi Kars Garage. After reading your review we are sorry that you think our customer service ladies are rude. We have a great team here, who handle a large volume of phone calls & emails very professionally. They are super nice people. We also are very careful in routing our trucks in order to be as efficient as possible, therefore we typically won’t deliver when a tank is reading 50%, as most propane companies prefer to deliver at 20-30% and use the automatic delivery technology as a tool to assist in forecasting when to deliver. We did not see any notes on your account regarding a meter issue or being overcharged. We are always happy to help customers that let us know if there is a problem. Thank you.

• M

  Michael McIntire

  1.0

  Not what they used to be. We've been customers for 12 years and in the last 5 or so customer service has tanked. Lets start at the beginning shall we? When we bought the house we paid for a system inspection. Everything "checked out fine." A few years later a technician tells us that the fill and vent pipes are a mismatched size and needs to be replaced at our cost to prevent fill issues. Shortly after that repair we had our first ever fill issue in which the fill pipe leaked. When we got home that Friday night after work I called repeatedly until someone in the office would pick up the phone. The answer was "to keep calling their emergency number" because the office was closing soon. Meanwhile we couldn't be in the house on a cold late fall night. When we stopped using propane because of a change in our water heater I told them this and asked that we stop getting the enertrac fill reminders. No one mentioned that a few years later we would receive a bill for $170 because we hadn't ordered propane. So here I am sitting on hold 6 business days after I called about this letter. I called on a Friday so of course once again no one can help me. I was told they would call back Monday or Tuesday. I'm sitting on hold a week later from the expected "call back." The whole time the repetitive ads on hold are about "24/7 service," and "positive reviews enter you into a $100 drawing." When I've finally gotten through I had to again wait on hold for the service rep to check something, but then still couldn't answer my other simple question, so I have to wait for them to call back. I wont hold my breath. We're done here.

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  Response from the owner

  Thank you, Michael, for your comments. We understand your frustration and apologize. Our team will use this as an opportunity to improve. Thank you for your business, stay well!

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