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November 2024 by Carrie Barber
My family has used Sandhills Propane for years. Vicki and staff have done everything they promised from day one. When we built our house they were there to install the tank and logs and with each call are always available to refill our tank in a timely manner. We would not choose any other company!!
Update…. 4 years later still using this company!! Vicki is still amazing for scheduling and payments and I never have to make but one request to get a delivery!! Guys who deliver always do a great job of timing when requested!!
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August 2024 by James Smith
Absolutely horrible company to deal with! Over priced, unethical. Charged me an additional $1000 to hook up generator from original estimate. Ordered delivery of propane to take advantage of special priceing. Only got 1/3 the amount of propane they told me I needed and price was 40 cents higher than I was told. Called to question,was told I didn't read the fine print. Do not do business with this company. You will regret it! In addition phone customer service is not very helpful or friendly.
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March 2024 by Scot Edwards
The fireplace installation team of Brian and Tim was outstanding. There were some unique challenges, which they took in stride, and did an amazing and flawless job. Highly recommend!
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December 2023 by Abby Marshburn
Don't expect to get propane here. They only do natural gas. SMH. Maybe they should change their name
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January 2023 by Ronald B.
We normally do not write reviews but what we just experienced needs to be told to everybody. Avoid this company like the plague if you can. This is our first experience with Sandhills Propne and it will absolutely be our last cost be danged. Short story: we recently installed a whole home generator and it's been one big cluster you-know-what with Sandhills propane getting their part done. They don't communicate with the customers. At all. YOU will end up calling THEM for things they should have explained up front, followups you didnt even know you needed until you found out the hard way you do, and the people who answer the phones are just awful in terms of knowing who is/has done what on your job. The techs they send out apparently have 1 job each and they're going to have to send multiple people (weeks apart mind you) to finish the job. One guy brings your tank but somebody else makes the connection to your fire place-call the office, they'll schedule it 3-4 weeks. Got a generator too? That's another techs job to connect that but once it's connected he can't turn the tank on: that's somebody else's job (call the office-they'll schedule it 3-4 weeks). Oh, the pilot light went out while all this was going on? We'll schedule it for 3-4 weeks for you. Or, (here's a new one:)-we'll give you the customer a number for a guy we know who can talk you through lighting it yourself. Good luck with these people- you are going to need it
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January 2023 by william mcverry
I agree with a previous angry customer if there was a star to click to rate below one I would have clicked it! In my 40 years in Southern Pines I’ve never been treated so rudely and unprofessionally. I don’t understand how they stay in business (possibly very little competition?). I’m not one of those cranky people looking for faults in people (actually this is the first review I’ve ever written). I feel strongly, if I’m treated this poorly I need to warn others. “Find another gas fireplace retailer!!”.
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January 2023 by Matt Johnson
Terrible customer service. No response or calls back after leaving messages. Service dates promised, with no delivery or follow up. Would avoid doing business with this company.
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December 2022 by Aaron Shuler
What a joke. I called during a power outage in the winter to have the tank filled. They said, "Oh, you're not already a customer? You'll have to call this other number and establish the account." The clearinghouse set me up on an account and then I have to wait nearly two weeks (not the two days promised) to get a response. The response?I got a call today demanding that I PROVE that I own the propane tank... buried in the ground. I explained that I own it and that wasn't good enough. She told me it was my responsibility to PROVE that I own the propane tank buried in the ground with no stickers on it that I've owned since I owned the house.I did prove something: I'm NEVER going to use their bad customer service again.
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November 2022 by Vince B.
Tried to schedule service for a new fireplace they installed in a new home that has never been used and does not work. I was told an appointment could not be scheduled because they are upgrading their computer system and I would get a call back. Still no call back and the follow thru appears consistent with all the other negative reviews.
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November 2022 by Michelle A.
Scheduled an appointment for an estimate. Day of app't - no show.Called the next day, they apologized and had someone out to get the info for an estimate within the hour. Figured the no show the day before was an honest mistake, things happen.Quote was reasonable so I proceeded with the credit check, account set up and scheduled to have them come install and hook everything up.Called the morning I was scheduled to verify they would be there - no show.I ONLY called a week later to see if they planned to reschedule because other companies are all booked way out, was told the service department needed to call me back to give me an update - no call back.Couldn't take 60 seconds to call, text, or e-mail me to reschedule or tell me you can't make it happen. Only positive was Kim, she was really nice.
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August 2022 by Chris Loken
Five month journey of terrible customer service and no communication.Zero stars.New build home.I was contacted by customer service in April 2022 after gas logs were installed by this company and the installer noticed we didn't have a propane tank.When I spoke with customer service I was told they had tanks ready to go. Ok. Application filled out, credit ran, got the quote, paid my $500 dollar deposit for a 6 month dig permit which was approved, no issues. Now all of a sudden there are no tanks and we had to wait. Was I lied to? Supply chain? COVID? Whatever, not a big deal I can wait, fairly patient person.Being in the military I have a very busy schedule and am gone a lot. I do not have the time to continually check on a company that I am going to pay for their services.April - June - no phone call, no emailBeginning of June I finally called to get an update, we were still waiting on a tank. No biggie.Mid June, tank arrives and is dropped off at the house. Was told they sub-contract the burial of the tank and would be in touch.The tank sat in my back yard from mid June until August, utility lines did get marked in mid July, there was hope! Still come August, no phone call, no email, no sub-contractor, Utility line markings all gone, dig permit was down to 4 weeks, had to cut them loose based on what was observed over the past 5 months.Emailed them stating I no longer wish to proceed forward with this company and to come pick up the tank. Let me tell you it only took them 2 hours to come pick it up.Would not recommend, there are other family owned local propane companies to choose from.
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July 2022 by Linda Kinnamon
Amazing customer service! Sandhills Propane should be giving seminars to other companies on how to provide top-notch customer service. We bought a gas stove and required new propane service. Kim took the time to explain propane tank sizes and helped us get the right size tank. Other companies I contacted couldn't find a tank to lease me or said I had to buy a tank. Then, over the next few months I called Kim repeatedly when I was told the gas stove was being delivered. Each time "Ginormous Appliance Company" canceled the delivery, Kim graciously rescheduled our propane service. It was a 14 month process to get the stove from "Ginormous Appliance", who needs a customer service lesson or two from Sandhills Propane! In all that time and through all those calls, Kim (and Vicki) were not only polite, they made me feel like our delays or questions or rescheduling were no trouble at all. Tim did a great job with the install and even returned a second time after Ginormous botched their itty bitty part of the job.
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March 2022 by Kelly Morgan
Exceptional fireplace logs and Broilmaster gas grills here. We bought both, and they installed both for us, and we are really pleased with the quality.
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March 2022 by cynthia strohm
Amazing service during a huge storm. They called and showed up right away! They are the best
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March 2022 by Steve Smith
Clearly not a first choice. Snooty customer service!
