Customer frustrations grow over Hopkins Propane service changes and delays

FENNVILLE, Mich. — Customers have continued voicing their frustrations with a local propane company, known as Hopkins Propane.

Jerry Brinks had been a customer of Hopkins Propane for nearly 10 years, saying prior to this year, he’d always had a good experience with the company.

Brinks said he appreciated their constant communication, saying the company would sometimes be the ones to reach out to him to see if he needed a refill.

“They used to be really good,” Brinks said. “They came in a week and they filled it up, I had no problem with them.”

Hopkins Propane was previously bought out by Superior Plus Propane in 2021.

It was only this past year when Brinks said he felt a shift in service, beginning with an additional bill.

“I get a bill in the mail for $100 for rental and I go, I never had that before,” he said.

Brinks’ disappointment in service ultimately caused him to switch propane companies.

That decision was made back in November, according to Brinks, but the Hopkins tank continues to sit out front four months later, waiting to be picked up.

The $100 rental fee continued over the course of three months, he said, even though he was no longer using the companies’ services.

“And I finally called them, I called them six times to pick up their tank and they said, ‘we’ll put in a paper,’” Brinks said. “Boy, I bet they got a stack of paper this high.”

News Channel 3 stopped by Hopkins Propane Wednesday and spoke with local leaders who said they have steps in place to actively improve services.

A statement was also provided by Superior Plus Propane saying:

Our top priority this winter has been ensuring safe propane deliveries and addressing any emergency needs. We understand that some customers who have switched providers may still have their Hopkins tanks on their property. Tank removals are weather-dependent. Although the danger of winter weather conditions is over, to avoid yard damage, in some cases, we must now wait until the ground is firm enough to safely drive on. We appreciate our community’s patience as we work through picking up the remaining tanks as quickly and efficiently as possible.

As spring continues to move in, Brinks said he hopes the tank will be among the ones picked up soon, allowing him to get back to yardwork.

“A buddy of mine that works for the other company says ‘you ought to start billing them, charging them. They’ll pick it up,’” Brinks said.