Sudden price fluctuations, for over a dollar per gallon above market price, surely feels like Price Gouging. - I'm so angry that I might have to comeback and write a more damning story once this company is out of my life. read more

This is a ZERO star review... I've had minor issues with this company about billing but this last incident is making me close my account to find better service overall. My account is on an automatic refill status which apparently means nothing because I ALWAYS have to call for a refill. My last request was put in November 2022 . Today is 1/12/2023 and they still haven't refilled my tank. No one from the company follows up or communicates with pending orders. I've had to call multiple times in December and January and spoke with numerous people who are all on different pages about this one refill. -Someone said my request is pending numerous times I've called -Another person said they'd expedite the request -today someone said they don't have any pending refill requests at all I'm changing propane company's asap Don't waste your time, energy or money with this company. They're the worst! read more

I would give zero stars if possible. I've been out of propane for a week. They said they would deliver within 42-72hrs. That needed 3 days ago. They never came. Now they say maybe tomorrow. My mother is 88 yrs old and I have no propane for heat or hot water. Avoid this company at all possible cost. read more

Less than 1 star. The scheduling and customer service at Bi State are far less than sub-standard. 2X I have run out of propane in the last 6 months on an account where they are supposed to monitor usage and maintain levels. With below freezing conditions they tell me up to 7-10 days to get a truck out to my house. I called Eagle Energy this morning, they will be at my house tomorrow morning with a new tank and their pricing is more than competitive. Customer service is top notch. So I say thank you to Bi State for prompting me to find a better service. I am certain I will appreciate Eagle far into the future. read more

Just spent 30 minutes on the phone, transferred 4 times just to get back to the same automated service. Is it really that hard to provide customer service. I told the last person I talked to that I had been on the phone 25 minutes, transferred 4 times and if she transferred me I would cancel the acct and find somewhere else. Her response was to transfer me to someone else. This company must have the worst customer service I have ever seen. read more

This company, in association with Amerigas, has horrible customer service and business practices. After a year of good propane prices, suddenly the price per gallon doubled without notice. After days of attempts to reach customer service, I reached someone who I could barely understand and the connection was poor. Lots of apology, no resolution. Had to go to the local office in person. Apologetic again about customer service but we asked to stop delivery. A month later, while we were out of town, they made another delivery. Not authorized at the new double price. Again, we cannot reach anyone and will have to go in person to complain. Don't go anywhere near this company. read more

Dealing with this company is among the worst consumer experiences of my life. To their credit, they do deliver the propane despite difficult access to our tank. Beyond that, I wonder how they stay in business. Customer service is almost aggressively bad, and the employees I've talked with can't answer even the simplest questions. Most recently--last two deliveries, plus once or twice previously--they haven't sent paper bills. I pay online, but I like to review the bills before I send the money. Since the bills didn't show up, I didn't make the payment, and they slapped on a steep penalty. When I called to talk to a person, I spent several minutes on hold before getting a recorded message that "Wait times are still long." If this happened once, it could be my fault if I misplaced the bill. Three or four times in two years is on them. Choose another company. read more

When I purchased my home in 2016 the existing propane company was BiState. It made more sense to me to stay with them since their tank was already on my property- so I went down to their office and set up my account. They had me contract in @ about $1.98 per gallon which is an incredible price compared to other companies in the area. The office staff were polite and helpful. Their driver came by the same week to do a gas test and switch everything over- he was absolutely wonderful and I wish I could remember his name. I had an issue with an overcharge on my first payment that I was really upset about but they fixed it as promptly as they could and I haven't had an issue with them ever since. They always have my tank filled when needed and have never let me down. read more

When we moved here, we signed-up with Bi-State Propane. Bi-State was a local company that provided excellent service, was responsive and reasonably priced. Amerigas bought the company a few years back. Since then, the customer service piece was offshored to people who cannot get a resolution on deliveries. Moreover, they work off of scripts and fail to get to the point in a prompt manner. There is no local dispatch number to call in order to get a proposed delivery date. Their website lacks delivery date information. As tank levels drop below the 20% agreed-to (minimum) refill line and storms coming in there is added risk and stress from the potential (and at this point likelihood) of running out of propane. Other residents have echoed this concern on a local chat page. I'm considering switching to a more responsive and better priced company. read more

This place is such a joke!! Worst propane company out there. We called several times to have someone coming to our house and every time is a excuse. Avoid this company!! Also poor customer service!! read more

I ordered propane when my tank was at 20%. Still no refill and Guatemalan now reads zero. I've called 3 days in a row, multiple times each day and all I get is a recording that says customer service is our highest priority followed by we are sorry but your local office is unable to answer your call st this time. Bi State Propane service has steadily declined over the past several years. From price differences to well over $1/gallon for same day deliveries in the same neighborhood, to unacceptable delivery scheduling "We'll be out there in the next 10 days." Really, your schedulers can't even provide the date of delivery within a 2 week window? They must hav terminated several employees too as I've called several times during the past 2 weeks only to get a recording that indicates the local office is not answering the phone during their normal business hours. As soon as the snow melts Bi State can come and get their tank, I'll be switching propane providers and this is looong overdue. read more

What a lousy customer service group ! They lie about returning phone calls , they jack up pricing without warning, you can call them 3 x and get 3 different answers... I've had them for 5 years and as soon as I post this I'm searching for another gas service!! In summary they suck!!! Find someone else if you can read more

Is there anything lower than 1 star? Thats what this company or any Ameri-gas affiliate should get. Local competition is nearly half the price per gallon. Good or bad service does not warrant a bill that is 2x that of their competition. A few simple phone calls cut my monthly bill in half. Amerigas / Bi-state propane = corrupt read more

Due to a series of unfortunate events, I ran out of propane. I scheduled an off-route delivery which is an extra hundred+ dollars so they would get here same day. When they hadn't gotten here yet toward the end of business day, I called to get an ETA and I was ensured my stop was still on the schedule, but an estimated time was never established. Well after business hours they still hadn't shown up. I never got a call or anything letting me know the driver wouldn't make it. Rude. In addition, the billing dept is insanely disorganized. They charged my account twice for the same delivery and even after I made my payment (on time) AND called and talked to someone, I kept getting notices for weeks about an overdue bill that didn't actually exist. read more

Been trying to call for 3 days just to order propane the phone rings about 10 times and then automatically kicks you off I've also sent an email message and a Facebook message with no response customer support service is deplorable read more

I just finished reading the reviews here about Bi-State Propane. My experience yesterday was the complete opposite. We found out upon waking in the morning that our propane tank was empty. Bi-State is closed on the weekends for delivery. Husband called the emergency number and left a message. We live off Mt Rose Hwy and it had been snowing quite a bit the whole week. Snow accumulation was upwards of two feet and/or more on various parts of our acreage due to snow drifts. We were snowed in and could not leave our house for a few days. Getting up to and then behind our house would be a chore because you need 4 wheel drive, which the big propane trucks are not. Armando, the on-call guy called us back and explained they would do their best to deliver us some propane in a 4 wheel drive pickup truck...since our road is not plowed enough for the big truck to come in. Since Armando didn't have a 4 wheel drive truck, he passed order on to Jerry, who had one. My husband furiously tried to clear most of the road of snow with shovel, snow blower and an ATV snow plow. Jerry called several times to let me know where he was and that he would be at our house by late morning. If he couldn't drive up close to the tank, he said he would drag the 50 lb tank through the snow to the tank. Because it wasn't snowing, my husband was able to clear somewhat a narrow path to the tank. Jerry arrived when he said he would. As the 50 lb tank was very heavy, My husband helped him load it on to a hand truck and they pulled it to the back of the house. Before Jerry could hook it up, here comes Jake in the big propane truck. Jerry had just completed a job nearby and must have heard of our predicament...he came to see if he could help. His truck was not 4 wheel drive, but he had chains on his tires and came barreling through the soft snow. The big truck could not be driven through snow to the back of the house where the tank was. They assessed the situation and saw that their 125 foot hose was long enough to be hooked up to the tank behind the house. Jake hooked it up and filled our tank. Afterwards, Jerry added some pipe to our tank to raise the gauge. It was hidden with all the snow covering it. That's what I call teamwork.!! In less than an hour of their arrival, we had heat to our house again. KUDOS TO BI-State Propane....especially to ARMONDO, JERRY, AND JAKE!! They were friendly, cheerful, professional, and a pleasure to have done business with. read more

Bi-State Propane - Jerry dragging the 50 lb tank back behind the house - Propane Near Me - Sparks, Nevada

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I'm extremely unhappy about customer service with Bi-State/Amerigas and will be shopping for a new supplier. It took many call escalations to get a manager to deliver Propane to my address following my tank running dry. Their prices are outrageous at nearly $4/gal right now. They delivered 205 gallons this afternoon. The delivery person who filled my tank today, Mike Mancova, was extremely professional and helpful in restoring my service. He performed his duties well and kept me informed of what he needed to do before getting my service working(fill the tank, gas leak testing, and lighting my pilots). I had a dispute over delivery not being made before my tank ran out. I was on a payment plan after my November 2017 delivery, I made my payments as agreed, but was unaware that they have a policy (computer system) that suspends your account (no scheduled deliveries) if there is a balance due. The balance due was on my payment plan and I was told my next delivery would be in early January. This is unprofessional and unacceptable policy when temperatures have been dropping below freezing. I am a retired senior woman on a limited pension. I had a heart attack in October 2017 which left me with bills I had to work into my monthly budget. I'm sure there are plenty of retirees that have experienced more bills than income in a month and have to make payment arrangements at times with their creditors. This company was initially willing to leave me without heat in my home during some of the coldest months of the year in Reno Nevada. Unfortunately I am dependent on Propane for water heater, cooking , and household heat. I won't allow this company to treat me in a condescending way again! Shame on them! read more

I've gone there twice during their business hours and found no one there. The sign said open and a driver came by and told me the employee was at the DMV getting his drivers license and didn't know when he would be returning. The other event was he was late coming back from lunch. I ended up going elsewhere and won't go back. Too unreliable! read more

I have a love hate relationship with bi state, I was locked in until yesterday at 1.89, ordered online and it changed to $2.28, checked palomino and others and its actually about the cheapest you can find right now, so I ordered it, 2 days later its delivered, no issues but price, do I think they intentionally gouge people, maybe, I think it has more to do with daily price fluctuations, in the past when I thought the price was too high I have called and they usually lower it, so, anyone's guess, but the delivery people and customer service people have always been very good. read more

Sorry, one more poor review. I have finally decided to go with another company. My last fill up was $4.58 a gallon. Complaining to my neighbor and they are paying $1.90 per gallon on a fixed, one year deal (they called and complained about what they were being charged). So Bi-State will overcharge you, unless you call and complain? Sorry, not interested in doing business with that kind of company. read more

Check your rates people.... I was disgusted to find out that we are paying about .80 cents PER GALLON more than our neighbors. After trying to get a hold of Bi-State after 5-6 phone calls with no answer we made the decision to switch to Eagle Energy which is locally owned and operated with extremely competitive rates. read more

Horrible... just horrible. There is ALWAYS an issue with them. We asked to taken off of auto delivery due to one of the first issues yet we have still gotten our tank full without us knowing recently before the tank even was at 30% then we were stuck with the "bill". Speaking of which they never gave us a receipt showing that the tech was even here so the only reason we found out they came was when we checked to see where our tank was at in percentage. So annoying... something wrong always happens with these people....not to mention they were charging us 4 bucks a gallon! read more

This place is horrible DONT USE THEM they over charge and never come when they say they are i had a gas leak and they sent some guy to check it he barely spoke English told me it was ok and it was still a leak my family had to go to the hospital to get checked out fyi i have a newborn baby when i told them they just brushed it off PLEASE I REPEAT PLEASE FOR YOUR SAFETY DONT USE THEM!! read more

I urge people to check their billing invoices. We noticed a $6.99 charge for Will-Call conv. fee. The explanation is a fee if we call for a delivery, which we have to all the time. A phone call to their office was explained that we are not on a keep full plan, per our instructions. An out and out lie! Never heard of such a fee, the lady in the office said it has always been a company policy. We have been with them for over 20 years and we have always been on a keep full basis, although they have never been good at keeping full. We also have run out of propane as they have told us in the past that they couldn't get up to our house. We live in a regular neighborhood in the North Valleys, and we never had a problem with getting home. Will be shopping for a new propane company, any ideas. read more

Called to let them know I was going to change companies. They agreed to a 2 year fixed price to keep me as a customer. Long story short- took 6 tries to get the contract to say what they had promised & they still charged me $3.52 a gallon on my last fill. If I was that bad a t my job I would have been fired long ago. If it wasn't such a pain to change tanlks I would have done it long ago. Only need 3 fill 2xs a year so just might suffer till my "contract" is up. That is if they can charge me the right price. Too many companies out there to choose from- read more

Thanks a lot Bi-State Propane for randomly showing up at a house a little while ago while the owner wasn't there (only his son was) when there really was no need for a fill up. When you were told the owner wasn't there you asked the son where the tank was and just went ahead and unnecessarily filled it up. Thank you very much. Looks like I might be changing companies. read more

Do NOT sign on with this company!!!!! I'm completely unhappy with the 4 year relationship. We bought our home with the tank owned by Bi-State. We went into virtual meter reading and tank ownership in a 5 year contract. Our bill has not been correct but a handful of times in the 4 years!! I have been on the phone with them more times than I can count. Last year there was one person at the office that fixed my monthly over charge and meter reading fees. Now, there is no one that has fixed a bill for months, and I can not get through to the local office. When calling the sparks office, the recording states that no one at the local office can accept my call. There is no voice mail option either. This has gone on for two weeks. They have yet had me sign an annual contract, even though I have asked for one since February. As a consumer, I have done more than my share of accommodation. read more

last year I was going to change company s. Bi State offered to give me a set price until this spring if I stay with them. First fill up they tried to over charge me by $100. I drove down and of course " I'm sorry that was our mistake. Next fill up same thing. I change company s and it took a month for them to remove their tank from my front yard. Drivers are good but the company will say anything if you stay. read more

I've come to the conclusion that it is Bi-state propane's main goal to gouge their customers, and I have caught them doing this on more than one occasion. For example, my mother who lives in Galena (Callahan ranch area) is charged about a $1.80 a gallon, pretty reasonable (good even), but they are charging me $3.80 a gallon and I live in north reno (20 minutes apart, and closer to their Gregg street office). This has happened before, and they fixed the problem (and I was happy, thinking it was an honest mistake....That's how they get you!!!), until some predetermined amount has time has passed and they think you've forgotten, then they jack up your prices sky high again. Avoid this company like the plague, other companies are charging in the mid two dollar range, so if you look at your bill and see anything in the three dollar range they are ripping you off. Switch to literally any other company then Bi-state propane. read more

Terrible. There is hardly anyone ever there to fill bottles. It makes it hard to run a business when you can't get support. They have all but shut down for service for weeks now. Would be nice if they cross trained staff if they are short handed. read more

I can well understand why the reviews for Bi-State are so low. Our driver is the best, so I do not fault him at all BUT their customer service is far from being customer focused. The reason for our displeasure - we got our refill in mid-October and much to our surprise our propane charges went from $1.89 to $3.57. This is way too much for seniors on a fixed income to swallow. So I called the number listed on my invoice Oct 18th and asked for an explanation regarding the increase "district manager will call you with 72 hours". Not hearing from "district manager", I called again on Oct 22nd and was told the very same thing. On Oct 24th, I got online and chatted with "Todd" and he assured me that I would hear from the "district manager" within 72 hours...well here we are on October 30th and still have not heard from "district manager". They are gouging the public!!! Having called around to several other propane vendors I have found much lower pricing from ALL of them compared to Bi-State. This is not a customer focused company but a pocketbook focused company. read more

The worst customer service and very rude employees. Unbelievable, they will take your money alright but when it comes to filling your tank, good luck ! We paid for a partial fill a week ago, still waiting for a schedule to get the propane. Oh..but for $125 they will come the same day. And if you run out waiting for them to fill your tank, well that is even more money. The office staff actually told my daughter not to call again because she was "clogging up" the phone line. And then said she would be lucky if they came out in a week. So waiting for two weeks to get propane, two sick toddlers and the holidays with no heat and no hot water. Horrible company. read more

I called Bi-State Propane this morning because I completely ran out of propane last evening. I spoke to Sam and he was able to send a truck out today. He was courteous and very helpful and even waived the $120.00 emergency fill-up fee. I strongly recommend Bi-State to all my locals around Palomino Valley. Their fees are the lowest and you (obviously) receive excellent service. read more

We ran out of Propane and called BiStateAmerigas to get it filled. We paid upfront for the new fill. They came to fill it on our next routine area run (1 week out) then when they filled it they put a lock on it. No call just a note to call the business office. Of course the office was closed by the time we tried calling after work. The tank needed a safety inspection. So, another week to get someone out to do an inspection and remove the lock. This is going on 2 weeks no propane resolution. Maintenance guy finally comes out (I had to take time off work to wait for the window of time he would arrive), he checks everything and takes the lock off. Has me sign his iPad for the service, then says there is service charge for his visit. After I sign! On hold twice for over 25 minutes to be told to hold for a supervisor that never answers. Left message for supervisor to call back but never heard back. Third time we called in the customer service representative said the supervisors do not do call backs. There was a note put on our acct though we had a complaint. Bottom line if you want to speak to a supervisor you'll just have to wait on eternal hold for no one to answer your call. We need a different propane company and want out of this one! read more

This company has the Worst customer service I have dealt with in a long time. They charge you to come up and work on their equipment when it's sitting at your house and leaking for three months. Then they tell you out of the niceness of their company they're going to give you a $50 credit what bullshit. if anybody can get away from this company my friends and I that live in the Highlands of Reno suggest you move to a different company. They will try to rip you off whenever they get a chance. read more

Worst company I have EVER dealt with. These people are the most unhelpful people. After two years of them constantly making mistakes, I have decided to take my business elsewhere. read more

This is the most horrible company I have ever dealt with. When I bought my house, the previous owner had propane tanks just for the stove and oven, nothing else. Bi-State refused to fill up the tanks I own and instead made us "Rent" one of their 100 gallon tanks. Mind you, it took us about 4 years to go through 10 gallons of propane. They originally told us the tank rental was $75.00 dollars, what they don't tell you is that they increase the bill every single year, and then try to tack on $36.00 late payment fees if their accounting department doesn't post your payment on time. Now, they will not refund us for the 90 gallons of propane that hasn't been used. Customer service used to be good, but has gotten horrible. Stop hiring people that you pay a commission to in order to harass. Idiots. read more

Leaving a customer without heat, warm water, or a way to cook food in their house from their lack of communication of their intent to install a propane tank on your property and leave it uninstalled for the past four days and then telling the customer that nobody can come to hook it up for another 9 days is cruel. The temperatures in Reno are below freezing at night so not only does one get to freeze in the process but now has to take into account that the house can have more significant damage from pipes freezing. This company has no real care for their customers and does not deserve to be in business. I don't recommend them whatsoever. Avoid them if you can. read more

Always reliable, cost effective and service oriented. They service a second home for us and they make sure we have the propane even when the snow makes it difficult to get to our house they always manage. read more

I do not recommend using this propane provider. I changed today to Palomino Propane because of both price and bad service from Bistate. Bistate never filled the tank on a monthly basis as agreed and requested by me. A couple of times the tank ran out during our vacations and I had to deal with them from a far. They always have some infeasible excuse for not doing their job. Once the house because so cold that the fire department was called by the alarm system. This company claimed that they would refill the tank in a couple of weeks. By that time, in the deep of winter, the pipes would freeze and break. The fire chief had to order them to refill the tank immediately because my 91 year old mother was cold and needed heat. He had to check to see that they did deliver the propane. I can't say enough nice things about the fire department, but the chief was shocked that a propane company would wait two weeks to fill an empty tank in the middle of winter when people were attempting to live in the home. I purchased the home and advised this company of the possession date and wanted the propane account shifted to me on that date. They locked the propane tank and shut off service and told me that I would have to live in the home for three weeks without heat, hot water and a means to cook, until they could schedule a hook up and relight of the pilot lights. They also do not send invoices when they claim that they have. All of our mail is opened and scanned into pdf documents and emailed to us. So we know when they send invoices and when they do not. They just treat customers without any regard to reality and behave inappropriately in a senseless manner. I am not expecting a smooth transition to another provider. However, it is worth the hassle to change providers. I think their parent company should come in and clean house and turn the local company into a passable provider of service. Until then, I strongly recommend an alternative provider. read more