Action 9: Customer says company slow with propane refund

by: Jason Stoogenke Updated:

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CHARLOTTE, N.C. —

When a local family had a propane problem, they turned to Action 9 Investigator Jason Stoogenke, who got them hundreds of dollars.

What really gets Brent Hardy is the principle.

“My dad told me years ago, before he passed away, a man’s only as good as his word,” he said.

When his mother switched propane companies and the first one, Suburban, picked up her tank and promised to reimburse her for the unused propane, Hardy expected a check for $379 soon.

Instead months passed without a check. For Hardy’s 90-year-old mother on a fixed income, every penny matters, especially in this winter.

Nationally, there has been a propane shortage and prices spiking.

In mid-February, North Carolina’s average climbed to almost $4.20 a gallon before taxes. It’s dropped slightly since then, but it’s still 30 cents higher than the national average.

“She has less money coming in a month than she has going out,” Hardy said. “And so, obviously, any savings she has will be drained soon.”

Hardy said he called Suburban at least four times before he contacted Action 9.

Action 9 got in touch with the company, which emailed the next day, “The check was processed today and Mr. Hardy should have it early next week.”

Five days later, the check hadn’t arrived yet so Action 9 called Suburban.

A company executive called back and apologized for the delays. He said the check went from New Jersey to a processing center in Atlanta and back to New Jersey.

He said Suburban would overnight the check to Hardy. He did, for the full amount.

CLICK HERE: Customers can track the price of propane week-by-week and see how much you pay compares to what customers pay in other states.

CLICK HERE: Customers can see what affects the price you pay for propane.