Tl;dr: If you want reliable, consistent propane delivery and acceptable customer service look elsewhere. Their drivers that do the actual deliveries are very nice, though.
Been grandfathered into Paraco for propane when we bought our house in 2018. Right off the bat, their service is inconsistent. Sometimes you get two deliveries a week (each of course with a service charge of $9.99 + tax called "Safety/ECC"), sometimes nothing until the tank is below 20% full. Mildly infuriating because when it comes to basic utilities predictability is the name of the game. But fine, never mind.
Fast forward to winter of 2020/21. We have several weeks of severe cold and snow in late January and February. Paraco delivers twice (?) in late January - first on Jan 22, second one on Jan 27 and merely tops off the tanks. As per information on my account, next delivery is scheduled for Feb 10.
Feb 10 comes and goes, no Paraco. Ok, no problem, still plenty of gas left in the tank. A week later (Wed, Feb 17), winter storm is forecasted, still nothing from Paraco. I get a bit nervous, go to check the tanks. Below 20%. Hmm not good. I call customer service. They assure me that delivery is on the way and will arrive "today or tomorrow". Fine. Next day - Thursday - still no Paraco. Tank gauge reads below 15%. I call customer service again. They keep me on the line for several minutes while they check with dispatch. I am assured that I will get a delivery "today, or tomorrow at the very latest".
Thursday passes, no Paraco. Friday passes, again - no Paraco.
It is now Sat, Feb 20. The tank gauge reads below 5%. I call customer service at 8:31am, explain the situation and ask to speak to somebody who can tell me exactly when the propane delivery will arrive. I am told that I have to wait until 9am. "You have to understand, it is Saturday morning" - yes, I am aware it is Saturday morning and I also very well understand that I am about to run out of gas.
I call the customer service again at 9am and directly ask to speak to a supervisor and/or somebody who can tell me exactly when the delivery will arrive. After stating account number and delivery address, I get the usual spiel "can you confirm your email address, your phone number, is this a mobile phone" instead of being connected to somebody who can tell me what is going on. I am put on hold again for several minutes while the customer service rep reaches out to the deliveries team. When the rep gets back on the line, I am told that she is "so sorry, but" no one from the deliveries team was picking up the phone. She refuses to let me talk directly to the supervisor for deliveries to get an update on when my delivery will arrive and claims she does not know the name of the person that I would need to talk to.
Finally, she puts me in touch with her supervisor. Very pleasant man, yet very non-committal - gives several of the lines that I have heard before ("delivery will happen today"), provides a non-sensical explanation ("because the last delivery was only 44 gallons, our system determined that you would not need another delivery soon" - yes, delivery was only 44 gallons because the previous delivery was merely 5 days earlier), admits that deliveries were scheduled for earlier in the week but were cancelled on their side; some passive-aggressive fillers ("we can't control the weather") are added for good measure. Conversation ends with him guaranteeing that I will not run out of gas. Thank you very much, James. I feel totally assured now. Let's see what will happen.
Nobody should have to wonder if a simple delivery of a very basic need - heat - will come through in the middle of the winter. It is 2021. Weather can be forecasted, available supplies can be estimated, routes can be scheduled, and customers can be kept in the loop of what is happening. None of that is exactly novel or hard to do - except for the guys at Paraco apparently.
Also, their website is a mess and my account page is regularly not accessible for some reason.