Santa Fe Propane - Chino Valley, AZ

Jeremy D.

Synopsis: Serviceable but lacks customer service skills.

When I moved to the area I had a Flame Propane tank. There were some complications and I opted to go with Santa Fe Propane. Within a short period of time they replaced my tank (setting the other off to the side) and filled the new tank. I've filled up with them ~four or five times since I moved ~two years ago and I've had nothing but a pleasant experience from them. Their quoted delivery times are on target and, while perhaps a bit pricey (this could just be propane costs) I'm glad I chose them.

Edit: 20181217
On calling in and making an order for propane (the day before they would deliver) I was told that they cannot tell me when to expect their delivery driver within a four-hour window. The reasons I was given for this is that they do not know all the deliveries until the day of. I can understand this, but as a client I would prefer to have a window that is not "8am to 5pm" as I was told. My dogs must be brought in for the safety of the driver and, as a result, I am unable to plan anything on that day so that I might wait for the driver. I would love to rate Santa Fe higher than the two stars I have adjusted this review to. Please reconsider this practice.

Knuckle H. A.

1st issues I have had Sante Fe for 6 years. I was on the budget program where you pay 100.00 a month. I missed a payment due to my dad dying and they took me off and said I have to wait an entire year. They would not let me just catch up the payments and continue.
2nd issue Stove stopped working, I checked the tank and its empty. I left a message, called this morning during operation hours to notify them. they said that empty tanks are "not an emergency." I filled in Dec and I should not be empty. I am afraid of a leak and we can smell propane.

Under their new management, I am not impressed to say the least.
I called Yavapai Propane, very nice front office.

I called, they answered on the 2nd ring. The front desk lady was nice. i explained to her my issues with Sante Fe and she never said a bad thing about them, she was just more interested in resolving my issue expeditiously. She also said they would do a full inspection on my house to make sure the system is sound and safe.

She immediately dispatched me a new tank with enough gallons to get me through 24 hrs and then the big tank is coming to fill me tomorrow.
I was very impressed with the level of professionalism from Yavapai Propane and I look forward to a long business relationship.

Shayna K.

If I could have zero stars I would. Couldnt make the second $600 they billed me within just a few months and sent $200, knowing I would be paying later. Less than a month later received a call saying I was going to be cancelled. Horrible lady with monotone voice answered the phone when I called. Let me just say she is in the wrong profession. They are willing to give up a customer who has used them for years and paid on time without any question. Beware! They are expensive!!!!!!!!!

Susan S.

After 20 years as a customer we are being told that we have a late pay history and will be put on COD, we have done the pre-buy almost every year for $1500 to $2000, and to my knowledge have only ever been late by a couple of days. 20 years, needless to say I'll be changing companies as soon as the tank is empty. My delivery driver was the best and I will miss him terribly.

Sean

I was about to have my flame tank swapped by Santa Fe. When Jay showed up he checked the percentage, and suggested I wait until 3-5%. Apparently I would have lost hundreds by having flame pick up the old tank today. This is significant because it shows that Santa Fe cares about their customers. Technically I wasn't even a customer yet. Very cool, and Hugely appreciated!

Ernie O.

So far their customer service has been completely awesome. They showed up when the said they would and charged me what they quoted. The service man that came out to check for leaks was absolutely perfect!! He found a small leak and fixed it in no time!! And did not charge me!! No reason to even look anywhere else!!!

joanie A.

I'm an not sure of the other reviews as I know first hand you can not please everyone, but Terry in the office was nothing but pleasant to talk to, informative and was very helpful in helping me get started. I look forward to a long and lasting business relationship. Thank you Terry!!!

Jennifer H.

HORRIBLE BUSINESS PRACTICE/POLICIES, EVEN WORSE CUSTOMER SERVICE. I WOULD NEVER RECOMEND THEM TO ANYONE I CARED ABOUT! WE WERE ON THE PRE-BUY TOP OFF PROGRAM AND A FEW MONTHS AGO HAD A DEVISTATING FAMILY TRAGITY THAT TURNED LIFE LITERALLY UPSIDE DOWN. IT HAPPENS THAT FILLING THE TANK WAS AT THE BOTTOM OF THE PRIORITY LIST. I RECIEVED AN EMAIL ON WEDS LETTING ME KNOW THEY COULDNT GET AHOLD OF ME AND WERE GOING TO DISCONECT ME IF I DIDNT RRESPOND. (MY NUMBER HAD CHANGED SOMEHOW GIVING THEM THE NEW ONE WAS AN OVERSIGHT ON MY BEHALF GIVEN THE TRAGIC SITUATION AND LARGE 👪 FAM -5 KIDS). THURSDAY AM I EMAILED BACK WITH MY CONTACT INFO EXPLAINED THE OVERSIGHT AND APOLOGIZED ASKING THEM NOT TO DISCONECT THERE WAS NO PROBLEM PAYING $122 FOR THE LAST TOP OFF. AFTER ALL MY TANK IS $PRE-PAID ALMOST FULL 60%

I SUPPOSE I ASSUMED THEY WOULD CONTACT ME MAYBE THEY GOT BUSY- BUT THEY DID NOT. ...
THE WEEKEND SLIPPED BY AND I HAD PLANNED TO CALL MONDAY 9 AM. I OPENED THE GATE GOT THE KIDS TO SCHOOL AND CAME HOME TO MAKE THE BABIES BREAKFAST....
I WAS SHOCKED I COULDT BELIEVE IT. THEY DIDNT CARE ABOUT MY FAMILY AT ALL $$ IS ALL THAT MATTERS I GUESS- BECAUSE
INSTEAD THEY QUIETLY SNUCK INTO MY YARD AND DISCONECTED THE TANK. NO KNOCK NO CALL OR EMAIL/NOTICE... WHY SO THEY CAN CHARGE $80 SERV FEE PLUS $80 RECONECT FEES...
I COULD NOT BELIEVE MY EARS WHEN I CALLED AND THE REP SAID SHE COULD RECONECT ME IN MINUTES. I PAID THE $122 NOW SHE WANTS $80 2X ALTHOUGH I COULD I REFUSE TO PAY THIS EXTORTION TAX $160 I HAVE NO IDEA HOW THIS IS OK I CONTACTED YOU AND YOU KNEW I WANTED TO PAY - WELL THATS WHAT IT IS, JUST BUSINESS SHE SAYS. I ASKED IF SHE HAD GOTTEN MY CONTACT INFO AND EMAIL. YES SHE HAD AND WAS SO SORRY SHE KNEW WHAT HAD HAPPENED. UNREAL I THOUGH HOW COULD YOU SAY THAT KNOWING I HAD REACHED OUT WITH A REAL LIGITIMATE REASON. NOT ONLY THAT BUT DISCONECT -WHAT THE HELL - WAIT A MINUTE- THE PROPANE IN THE TANK IS PAID FOR!!! $2.49 PER GALLON. NEARLY $400 OF FUEL SITTING BESIDE MY HOUSE WHILE MY BABIES TAKE COLD SHOWERS, COLD SANDWICHES, NO DRYER.

WHAT KIND OF ETHICS THIS COMPANY HAS I DONT THINK THIS IS HOW IT SHOULD BE. YOU COULD HAVE SIMPLY CHANGED MY PLAN FROM TOP OFF SERVICE - TO PAY AS YOU GO.

WHY TAKE ADVANTAGE OF SOMEONES STRUGGLE OR MISFORTUNE WHY MAKE SOMEONES LIFE HARDER? WHY CHOOSE TO EXTORT AND STEAL?
THIS ISNT CUSTOMER SERVICE IT IS CRUEL AND UNNECESSARY!

ITS SITUATIONS LIKE THIS THAT MAKES IT CLEAR TO ME WHAT IS WRONG WITH OUR COUNTRY/SOCIETY.....

I HOPE ANYONE CONSIDERING SANTE FE PROPANE AS THEIR TRUSTED PROPANE PROVIDER, HOW THEY COULD BE TREATED IN A DISCREPENCY.

IF THE OWNER READS THIS THAT YOU CONSIDER HOW YOUR CUSTOMERS ARE! BEING TREATED! THERE ARE PLENTY OF OTHER COMPANIES TO CHOOSE FROM. I WISH I HAD READ YOUR REVIEWS PRIOR TO DOING BUSINESS :/