Superior Plus Propane Issues

map · 01-04-2026, 03:39 PM

Was a long time Rymes Customer. No issues. This year things don't seem to be going well with the Superior Plus buyout. No one answers the phone. You can be on hold anywhere from 1-3 hours and nothing. Leave a message for a call back- nothing. On top of that they are letting tanks get dangerously low in winter and I am hearing of tanks going unfilled and left empty, and people having no heat. There are numerous complaints being issued. Can see on the BBB and there is even a Facebook page specifically aimed at this. Maine at least has some news stories on it. People in Canada having a ton of problems as well. Reading the numerous stories it is very disturbing.

Seems they have bought out a lot of small independents across the country and downsized staff, closed local offices and centralized. Everything is computerized. Office is in Toronto.

Our one experience so far this winter- we are on automatic delivery, have a group rate for a lot of homes in our cluster development, and our tanks at our home were at 32 percent. I called and got no one on the phone. So I sent a message through their website. Got the spiel of "oh don't worry we won't let you run out. Have a new system now where we not only monitor your tanks, but track your usage.Blah blah blah"

So I tell them that's nice, but I always have called usually like at 40% because I want more propane on hand due to the fact that we have a generator that runs on it if the power goes out. Never was down to 32 percent before a delivery. Rymes never let them go that low. Superior cannot account for that generator situation in their calculations for our past usage because it is not a consistent usage. Plus- what if some people added more gas powered appliances to their home or whatever reason? Why can't we call when we want more fuel?

Anyway, what is really infuriating is this scenario that just occurred:
7am- a truck pulls up to two of my NEXT DOOR neighbors' homes at 7am. Mind you our homes are literally no more than 25 feet apart. I just happened to be up and saw the guy getting ready to leave after filling up my neighbors. (They were at like 20%), I run outside and flagged him down. He says he doesn't have a work order for us, but agrees to fill us if I give him our account number. Says he can't call the office because they are in Canada and the office wasn't open yet. So he fills us up thankfully. Tells me he hates the new computerized system. Has him having to go up north and all over, etc.

My neighbor across the street then tells me she was at 31% that morning and the neighbor on the other side of my house was at 18%. This with the big snow storm we had coming the next day. A few days before this there was a truck filling up a home right up our road. Why didn't he have a work order to do all of us? And at 20% with a lot of new furnaces and generators there is not enough pressure in the tanks to operate.

I mean- if you have a cluster of homes in the same neighborhood- same street- on auto delivery to fill why not just get them all done at the same time? So someone is at 30, another is at 40, another is at 20, whatever! Just fill them. Seems that would be the efficient thing to do.

And of course, we just recently had a long power outage and I was very happy I had flagged that driver down.

I did a review on the BBB and I also put a complaint in to the NH Consumer Protection Bureau and asked them to investigate what is going on with this company. Seems they a have a kind of monopoly buying out the smaller guys and they don't seem to care about their customers. To make matters worse, most people like us and our neighbors do not own the tanks so it's not like we can just go and call another company.

I really do not want the hassle of trying to switch to another company so I am willing to give them another go when it comes time that our tanks get lower. Plus we have the group rate, though who knows if that will be the case next season. We used to be able to contact a Rymes manager for that rate. Now you can't speak with anyone! But I also don't want to run out of propane and lose heat and hot water!

Anyone else experiencing problems with them?

01-04-2026, 03:39 PM	#1
map Senior Member Join Date: Jul 2019 Location: The Weirs Posts: 248 Thanks: 204 Thanked 66 Times in 49 Posts	Superior Plus Propane Issues Was a long time Rymes Customer. No issues. This year things don't seem to be going well with the Superior Plus buyout. No one answers the phone. You can be on hold anywhere from 1-3 hours and nothing. Leave a message for a call back- nothing. On top of that they are letting tanks get dangerously low in winter and I am hearing of tanks going unfilled and left empty, and people having no heat. There are numerous complaints being issued. Can see on the BBB and there is even a Facebook page specifically aimed at this. Maine at least has some news stories on it. People in Canada having a ton of problems as well. Reading the numerous stories it is very disturbing. Seems they have bought out a lot of small independents across the country and downsized staff, closed local offices and centralized. Everything is computerized. Office is in Toronto. Our one experience so far this winter- we are on automatic delivery, have a group rate for a lot of homes in our cluster development, and our tanks at our home were at 32 percent. I called and got no one on the phone. So I sent a message through their website. Got the spiel of "oh don't worry we won't let you run out. Have a new system now where we not only monitor your tanks, but track your usage.Blah blah blah" So I tell them that's nice, but I always have called usually like at 40% because I want more propane on hand due to the fact that we have a generator that runs on it if the power goes out. Never was down to 32 percent before a delivery. Rymes never let them go that low. Superior cannot account for that generator situation in their calculations for our past usage because it is not a consistent usage. Plus- what if some people added more gas powered appliances to their home or whatever reason? Why can't we call when we want more fuel? Anyway, what is really infuriating is this scenario that just occurred: 7am- a truck pulls up to two of my NEXT DOOR neighbors' homes at 7am. Mind you our homes are literally no more than 25 feet apart. I just happened to be up and saw the guy getting ready to leave after filling up my neighbors. (They were at like 20%), I run outside and flagged him down. He says he doesn't have a work order for us, but agrees to fill us if I give him our account number. Says he can't call the office because they are in Canada and the office wasn't open yet. So he fills us up thankfully. Tells me he hates the new computerized system. Has him having to go up north and all over, etc. My neighbor across the street then tells me she was at 31% that morning and the neighbor on the other side of my house was at 18%. This with the big snow storm we had coming the next day. A few days before this there was a truck filling up a home right up our road. Why didn't he have a work order to do all of us? And at 20% with a lot of new furnaces and generators there is not enough pressure in the tanks to operate. I mean- if you have a cluster of homes in the same neighborhood- same street- on auto delivery to fill why not just get them all done at the same time? So someone is at 30, another is at 40, another is at 20, whatever! Just fill them. Seems that would be the efficient thing to do. And of course, we just recently had a long power outage and I was very happy I had flagged that driver down. I did a review on the BBB and I also put a complaint in to the NH Consumer Protection Bureau and asked them to investigate what is going on with this company. Seems they a have a kind of monopoly buying out the smaller guys and they don't seem to care about their customers. To make matters worse, most people like us and our neighbors do not own the tanks so it's not like we can just go and call another company. I really do not want the hassle of trying to switch to another company so I am willing to give them another go when it comes time that our tanks get lower. Plus we have the group rate, though who knows if that will be the case next season. We used to be able to contact a Rymes manager for that rate. Now you can't speak with anyone! But I also don't want to run out of propane and lose heat and hot water! Anyone else experiencing problems with them?