John Ray & Sons Inc

All in all john ray has been a decent propane provider, other than letting me run out in the middle of winter, charging .50 more per gallon than anyone else on last years budget plan, and now a $294 fee to pick up their tanks. Pretty sad a company this size has to nickel and dime residential customers.

Up until today I have been very please with John Ray and sons service. I made arrangements to have a 1000 gal propane tank installed for my 22kw generator and hookup my fifth wheel camper. They sent 2 individuals out to my property on separate occasions to inspect and determine materials for the project. The 3rd person out was the service tech who set the tank and hooked up propane line to fifth wheel and installed copper pipe in another trench for the future generator install. Service tech was very professional and customer service minded. Service tech stated just give us a call when generator people come to install generator. We will come out and connect propane line to generator the same day. Just make sure you call with advance notice so we can schedule it. Thats where everything went down hill. I called 4 different times over 2 weeks to schedule service tech the same day as generator people. I was told the service dept would be notified thru company email to schedule service tech. Then they would call me to schedule. Well after multiple phone calls and no return calls from service dept. I called on the day the generator people were coming. Spoke to several people including Michael Laporte. They were all clueless. Even after explaining my situation of being offgrid and no power. They gave me a service date for over a month away. Keep in mind this is maybe a 30 minute job! Just connecting propane line to generator. I had to keep calling to express my feelings of aggravation and their lack of management and service. This all could have been avoided by calling me back in a timely manner to schedule the install. Michael Laporte told me he would prioritize this. Which he did not! Service tech still isn't coming for over a week. My complaint is not with employees its "management's " failure to respond to schedule service. Their failure to fix their mistake! Their failure to follow John Ray and Sons company mission. I would like to see Management held accountable like they hold their employees accountable. My experience with John Ray & Sons employees has always been satisfying and professional. I thank all customer service reps and service techs. Here's an update! I would like to thank General Manager Eric Pope for his quick response and resolution to my issues. He is very professional and caring of John Rays and Sons image. And again to the customer service and service techs you all are top notch! Thank you!

Thank you to John Ray & Sons. We were on auto-fill with our now former propane supplier and they missed the fill date (not the first time). As a result we ran out of propane. We called several times during the day to get an emergency fill. Though the customer service reps were nice, the situation was not resolved. The temp was forecasted to be below zero during the night. At 4:10pm I contacted John Ray & Sons. By 6:40pm we had propane, the safety checks were completed and the house was starting to heat! A BIG thank you to everyone at John Ray from Robert in sales who answered the phone and put me through to Michael Laporte because of the immediate need, to the Michael who quickly set up an account and arranged the inspection & delivery, to Kyle who did the safety checks and answered our questions and finally to Todd who made the delivery on a very cold night. You saved us from likely frozen pipes and a big mess.

Terrible business practices. I was told in June when I paid my bill that I had a zero balance. At this to be I told them I'd be switching companies. I requested to close my account and I was told I didn't have the ability to do so because the account is in my fiance name. Since then we continued to receive a bill for 142$ and some change. While I was at work about a month ago (September 2021) my fiance called me and said.. do you know why John rays is here? I said no... so I called only to find out they were retrieving their tanks which mind you still had 60% in them and that there was nothing I could do stop them from taking their tanks. I work 15 minutes from home and before I got home. The tanks and my purchased regulator was gone. Leaving us with no heat and no hot water. And without a new company lined up. So I had to scramble and get another company in here so we could shower cook and have heat (if need be). Following this we were told we would receive a check for the amount of propane in the tank. That did not happen as they charged us 299 for picking up their tanks. During our two winter season with them. On automatic delivery. They allowed us to run our of fuel 5 times. Over charged us (based on contract price) delivered fuel to another house and charged us for it. And their customer service is terrible. I will be filing a complaint with the NY AG.

Service was great! Our tech Kyle S solved the noise, explained what was wrong (in terms i could understand) and made recommendations on how to improve the system in future without feeling pressure like we had to solve every problem at once.

We have been with John Ray & Sons for a short time, but each and every time they have provided us with great service, especially the technician Austin. He has always answered and solved all our issues. He has always been cordially and respectful. He arrived on time.
Great customer is always had to find, but John Ray & Sons provides that service.
Thank-you

spoke with Marge shes great to deal with.she sent Kyle S right over and he had the heat on in no time

Overall, we did not have a good experience with John Ray. We used them for both heating oil and propane and were given a good discounted price to start. The following year prices were much higher especially compared to other providers. If you are going to use them for propane and rent a tank ask about restocking fees. My contract said there would be a restock fee but not how much. We stopped using propane in our home and were hit with a $250 restock fee when they picked up the tank. How can that be the last interaction you want to have with a customer. We didn't even switch to another provider.

I have changed my phone number 6 times and they still call my on my old phone number that i don't own. I don't even know what to do at this point

Tip of the cap to Mary and Michael for top notch customer service! Mary reached out to me the day after our central air was installed to make sure I was satisfied. When I told her about the issues I had, she immediately informed Michael who contacted the installer and then called me directly to let me know that the issues would be resolved by the end of the day, which they were. Our a/c is as awesome as the follow-up and response I got from Mary and Michael!