Complaints

This profile includes complaints for British Empire Fuels's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  British Empire Fuels

  41 County Road 36, P.O. Box 359 Bobcaygeon, ON K0M 1A0

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  British Empire Fuels

  418 County Road 36 Unit 4C Lindsay, ON K9V 4R3

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:17/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 17, 2023 To ****** ******** ****** I am filing a complaint against British Empire Fuels, of Bobcaygeon. They have instituted a rental charge for their propane tanks which depends upon usage. Full details are in the attached letter. They charge a rental fee of $250 per year if you use NO propane at all. The fee is reduced to $0 if more than 3000 litres is used. British Empire Fuels is saying, in effect, that I must use a lot of their propane, otherwise I will be fined a substantial amount. How can they fine me for not using their product? Next year they could increase those fines to any value they please. The rental industry is an important part of the economy. If I rent a chain saw the cost is per hour, or per day. It would be a strange world if they charged me a lot for not using it, but if I felled a whole forest, the rental would be free. There is also a deeper discussion that needs to take place regarding the arbitrary power that is simply assumed by some businesses. Who gives British Empire Fuels the right to create financially punitive measures against their customers? Would our Canadian legal system approve of businesses, and other organizations, taking the law into their own hands? I would like you to look into this matter, and take appropriate action before similar situations arise. It is clearly a wonderful money-making strategy for businesses. Yours sincerely ***** ******* *********** ******* ****

  Business Response

  Date: 19/06/2023

  British Empire Fuels has reviewed the statements made by Mr *******.   In no way does British Empire Fuels “fine” a customer for low fuel usage.  Since 2020 there has been a sharp increase in the cost of tanks, a cost which British Empire Fuels cannot absorb.
  Regulations under Transport Canada and TSSA requires tanks and cylinders to meet certain criteria in order for a fuel distribution company to be able to safely supply fuel.  These regulations have increased costs significantly. 
  Rental of propane tanks and cylinders is not a requirement.  Customers have the ability to purchase their propane tanks in order to avoid the rental charge however the cost to purchase and install propane storage can range from $1900 to $4000 or even higher for large volume tanks, so many customer choose to rent versus purchase.
  British Empire Fuels does offer a rental rebate program for customers who use large volumes of fuel and unfortunately based on Mr *******’s previous years fuel usage of less than 500L it does not qualify for the rental rebate program.  
  Mr ******* pointed out with the rental fee of a chainsaw, the price does not change despite use.  The total value of the chainsaw plus profit determines the rental fee of the saw based on its lifespan.  The same holds true for propane storage where the price of the equipment plus profit and equipment lifespan determines the rental price however unlike the chainsaw, an exceptionally high volume of purchased fuel does afford a rebate opportunity to high use customer. 

  Mr ******* has the opportunity to choose from one of many fuel suppliers and is not locked into British Empire Fuels by any means of contract should Mr ******* feel the business practices of British Empire Fuels is in any way unfair.  Mr ******* also has the option to purchase his fuel storage from any supplier including British Empire Fuels which would also eliminate any rental fees. 
  As a local business we encourage Mr ******* to visit the office where we can explain the costs in detail to help him better understand why base rental rates have increased.

  Customer Answer

  Date: 19/06/2023

  
  Complaint: 20200047
  
  I am rejecting this response because:

  They are playing with words. My payment to BEF for the tank s greater than that paid by someone using more fuel.  This is discriminatory.  It is a penalty for not using as much as other people. I am not satisfying their business model for consumption, and they forcibly take money from me on that account. That is a fine.   I will be taking my business to another supplier, as will dozens of other customers in this locality.  I am also taking up this matter with the Chief Justioce of Canada. I do not think that businesses may create their own laws; especially when they are in direct conflict the  Consumers' Protection Act.
  
  Sincerely,
  
  ***** *******