Customers left in the cold for more than a week
Superior Propane problems
As temperatures dropped at the end of January, scores of residents in Kawartha Lakes were left in the cold – at least if they were customers of Superior Propane.
Blair Vanettl and Lianne Brown, who live in Burnt River, finally got propane delivered after eight days of deep winter chill. They were forced to use small space heaters and lots of blankets to stay warm. They’re with Superior Propane and are set up under an automatic refill system. Once a tank gets below 20 per cent, the company is supposed to visit and fill it up. However, in mid-December that refill didn’t come. Vanettl had noticed the house tanks were below that threshold so he called Superior who said they would visit Dec. 28. That night he got an email saying the delivery was delayed, with no explanation as to why.
At that point, “we’re in an extreme cold. I’m getting worried. So, then I call them back, and I spoke to them, and they couldn’t give any answers,” said Vanettl. Further into January, the tank read less than 10 per cent so he called again, this time being told that his message would be forwarded to management and the delivery department. He never heard back from them. Vanettl spent two weeks on the phone everyday, trying to get answers. One day, out of frustration, he called the company’s emergency line.
“They gave me heck for it. They started tearing into me for that one, saying it’s not an emergency. I said somebody freezing to death overnight is not an emergency to you?” Local Facebook message boards lit up with many angry customers who were experiencing similar issues with Superior Propane.
Greg Whyte, co-owner of British Empire Fuels, based in Bobcaygeon, said getting propane to people in the winter is a priority. “It’s very important that we keep propane filled and people warm.”
Whyte also said there is no general propane shortage, and British Empire has had no issue getting deliveries to customers. For customers who phone in saying their propane is empty, “we’re generally there within two hours and getting everything filled up, restarted and going. It’s not as though they have to wait days.”
For those having issues, it’s not easy to just switch companies. An inspection has to be done to ensure the propane site is up to code, and a competitor can’t just fill another companies tank with propane.
Vanettl and Brown finally got a delivery on the morning of Feb. 3 from Superior, after eight days of frosty conditions. “I would like to see a free tank, or something like a free fill up, or at least a discount, or something that apologizes for what they’ve done,” said Vanettl. The couple will now be switching to Northwood in the spring and have cancelled their autorenewal with Superior. They are on automatic refills as well, with four large tanks for their house.
“We rely on the propane for our hot water tank, our stove and our heating so running out is not an option,” said Jackie. They had a notification that they would be scheduled for a delivery at the end of November. The pair already had plans to be away for six days, so they were relieved the refill would happen before they left. A delivery was scheduled for Dec. 1, and then it got delayed to Dec. 4 and then Dec. 5 when it finally arrived.
“During this whole time, we were on the phone calling them from our residence and then from Florida multiple times a day,” said the couple. “We stressed that three tanks were showing zero and one was under 10. They said that they were monitoring our usage and not to worry.” Like Vanettl and Brown, the Jerva’s were spending hours on hold, with emails left unanswered. Whyte, of British Empire Fuels, said it’s important for his business that customers are able to have their concerns addressed.
“My brother and I are the owners, and we have a real open-door policy. If a customer is having an issue and they want to talk to an owner, we’re there. We’ll sit down with them, get things figured out.”
Peter Jerva said while they were away, his daughter and son-in-law kept the driveway clear each time Superior said they would be there. “They plugged in heaters so that the pipes wouldn’t freeze,” he added. In January they once again were scheduled for a delivery that got delayed from Jan. 7 to Jan. 11.
When they got the delivery Jackie said she explained to them how frustrating the situation had been and that they would be changing providers as soon as possible. They’re able to breathe a little easier now that they have heat in their house again, and they will also be switching to Northwood come the spring.
Carolyn Skinner is the senior manager of corporate communications of Superior Plus, the parent company of Superior Propane.
Skinner said the company understands “how stressful it can be to worry about heat during severe winter weather, and we take that responsibility seriously.”
“We recognize that some customers are experiencing longer-than-usual wait times during periods of extremely high seasonal demand, and we sincerely apologize for the inconvenience. We are actively working to address emergency needs, and our drivers are working hard to complete deliveries as safely and efficiently as possible.”
The communication person said in the past, deliveries were scheduled using a “one size fits all” approach, based on predicted consumption or tank monitor readings. “Now, we’ve introduced a personalized, predictive system that automatically schedules deliveries based on customers’ actual usage, weather, and delivery time. We are continuing to make improvements to our system to restore the reliable service customers have come to expect from Superior. In addition, we’ve increased capacity in the area by bringing in additional team members from neighbouring markets. This will help stabilize service and improve overall customer experience.”
We we’re in the same situation, in Mexico and got a call from our neighbor that our house was freezing and all my plants were ruined. Superior had sent us emails ensuring us that we would be filled when the tank was at 20%
We didn’t get service until 4 days later after getting 2 messages for the next day delivery. This is the 4th time in 18 months that we’ve been left without propane. Looking to switch when we get back.
it’s like they want us to switch so they can at least get the $250. tank pick up
I am completely out of propane and freezing up. This will be the third time in a row that I have ran out. No one in the office, no one answering calls or returning calls. When I went to the main office, there were three other people in the parking lot, begging for propane, there was also a letter written by an elderly woman, pleading with them to please not let her run out of propane. The last time I ran out I asked the manager if I needed to go to a different company and his answer was “ let me know when you would like us to pick up our tank” and he walked away. Unfortunately at this point we cannot get a truck in to get the tanks out and a new companies tanks in because of snow. I am currently taking legal actions for damages to my house.
My wife and I had our son on his death bed at St. Mike’s in Toronto from a car accident , we stayed in a hotel for 2 months , yes we were late on a payment , we told them , they DID SAY they understood, But THEY DID NOT GIVE A CRAP , WE OWN OUR OWN HOME , AND WE WERE NOT RUNNING AWAY FROM THINGS , WE WERE PRAYING FOR OUR SON , BUT THEN ALL OF A SUDDEN THEY SPTOPPED FILLING OUR TANKS AND AFTER 13 YRS WE ARE NOT ALLOWED AUTI TEFILLS , JUST COMPLETE BULLSHIT TO ME , NOW IN YHE MIDDLE OF THE MONTH WE CANT ORDER PROPANE UNTIL A PAYCHECKS COME IN , IM SURE YA GET MY POINT , IF YOUR SICK OR HAVE A FAMILY CRISIS YOU CANT HAVE PROPANE , AND THAT IS BRITISH EMPIRES DECISION.
We also have been getting bad service. Not run out yet. Tired of the excuses. I pay for a service which I am not getting. Also would this not be breech of contract. Shouldn’t have to beg for heating. I have read tons of stories re people dealing with bad service. And they have an add up for new customers. Offering 600 litres free. Yet Superior can’t take care of what they have.
We also had this issue with Superior. I was calling every day, sometimes twice a day, for two weeks. We were at less than 5% when they finally refilled, and the driver came out to just fill our tanks….no other orders that day. We are 500 yards from their Fenelon yard!
The ridiculous part was that while talking to a service rep I was told that we were originally flagged for refill in November, then bumped to Dec, then January. In 3 months, they never had a truck on our road? They never had a truck coming back to the yard with enough on board to fill our tanks, driving right past our house?
We too were abroad and nervously watching the app with levels at 8% (whatever happened to the refill at 20% they claim.??). We called, waited over 20 mins to talk to someone who assured us they would not let the tanks run empty. We were not so convinced! Luckily, at 3% they finally came while we were still abroad.
While relieved we averted significant damage while abroad, it is so discouraging that this is happening to so many. This should never happen, this ordeal took away the worry free vacation we were supposed to have!! We will certainly look elsewhere in the spring. Superior does not deserve our business!!!
Went to the Fenelon Highland office today, as no one was answering any extensions. Office is “temporarily closed”.
Also spoke with 2 people who had also attended over concern of low levels of propane.
Someone needs to step in, even more media coverage of folks who have run out. Superior claims the 20% fill rule, but are not fulfilling the contract.
Ongoing issue since 2022 with Superior in Fenelon. 3 times in winter season our tanks were not refilled until we were well under 20%. Called customer service long wait. I was told by the rep to conserve what fuel I had left as they could not confirm date of delivery. We had numerous delivery dates come and go only to have the dates updated to later. When we tried to request a delivery the app said we were on automatic delivery so I phoned again 22 minutes on hold.
In 2025 we called to negotiate a locked in price. The Sales Rep asked if there was anything else they could do. I replied the delivery dates with the app keep changing as our tanks get lower and under 20%. The date says on or before and then it changes by 8 am only to see we will not be receiving propane because it changed again. The Sales rep said that shouldn’t happen. That call was recorded. Our second fill up after that phone call was scheduled and then rescheduled , stressful. A month later now Jan 2026 the app schedules and we are expecting delivery only to have it change again. A trip down to highlands to discuss and saw there was some communication issues with superior. Their rep couldn’t give me a delivery date. Meanwhile our next door neighbour is filled and the truck drives past us no propane exactlly this way in 2022 . We decided to change suppliers and the very next morning Superior sent an email saying the propane was coming.
Thankfully now we have British Empire tanks installed and filled Feb 6 2026.
In my decades of propane which I calculated to be over 30,000 $ as a business owner and home owner. I never received fill ups so last minute than with superior. Life is too short to be worried about running out of propane.
Here in Bolsover we have the same problem, our tanks go down to zero, we stop using propane for heat so that our water in heater won’t freeze, sometimes 3 days later we get propane, if we did,t rent our water heater from them we would change from superior, don’t know what the answer is to this problem
I also was left to run out of propane. They have been notified that this is my only heat source and, since I live off grid, I lack the electricity to support an alternative heat source no matter how small or how short of time frame.
No one really seemed to care. My water lines froze but luckily nothing broke because I drained them and stayed with friends.
I will be checking my contract and changing companies as soon as I can. The propane order before this one kept being put off and pushed back until I had to get mad. I generally let my propane go for summer months and they let me be without well into the cold very late fall.
Kawartha homeowners could form their own non-profit Propane Buying Cooperative/Tank Ownership Utility.
Breaking the lock between Tank Ownership and Propane Supply would allow annual competitive bidding and switching of propane suppliers, and a more competitive price for propane than current retail pricing with tank ownership holding you a captive customer.
There are technical/safety issues to manage, but with 100 households pooling their propane purchasing power, you would see good results. Once the Propane Buying Club got traction it could easily reach 500 propane purchasing members across Kawartha Lakes.
Propane supply is lightly regulated in Ontario because the market is viewed by the Ontario Energy board as competative.
The tank lease supplier lock-in makes it less competative that it appears.
We were in the same roller coaster as the long list of horrified customers we were lucky to have a great friend who took care of our home when we were away and managed to stop one of the trucks of Superior that was on the road and literally forced him to come and fill up our tank that was already in less than 3% we have the auto refill agreement with the company
We were lucky that we had no damage to the house but it was touch and go we are very interested in a group of costumers like us that lost the trust in the company that holds us as hostages and fight for a fair and better service if any of the group is going to gather we are very interested to join in