Amazing customer service and response time. Highly recommended propane service in the Russian River area!

What a pleasure it is to do business with McPhails! There is an unbroken thread of kindness, responsiveness, efficiency, professionalism and customer care from first contact to technicians, right the way through. Without reservation I will refer McPails over their competition. It was the ineptness of their competition that caused us to call McPhails. read more

McPhail's is AWESOME! Thank you Sean! We bought a new house in Guerneville and promptly ran out of propane. It was cold and we had no heat, no hot water, no dryer. I called Ferrell who I had dealt with in the past and spent 50 minutes on hold and could not get a human being on the phone. I called McPhail's bc their sticker was on our propane tanks. A human being answered immediately! They send SEAN over within a few hours on the same day (he came masked and was socially distant) and he was able to get our tanks completely filled (they were going to just give us 20 gallons for the interim). Then he went around the 2 houses with me and identified the propane lines in the basement, tested all our lines, and showed me how to light all the pilot lights. Even took his shoes off before going into the house. Just excellent service from a local company with good, kind people. Highly recommend going with McPhail's. read more

My experience with McPhail's has been exemplary and without any drama. It is a world apart from their evil counterparts, DeCarli's. Their prices are fair, they fill the tank on a regular schedule without me ever having to worry it is getting low, and they send me a bill. There was no nonsense in setting up an account with a deposit (DeCarli's) or having them charge a credit card directly (DeCarli's) or in any way acting the unprofessional clown (DeCarli's!). A good, honest service provider that does what it is supposed to do efficiently and promptly. Thanks. read more

New homeowners and new to propane service - we are learning as we stumble along! The solution is finding amazing, local vendors and McPhail has not disappointed. The office staff is responsive and informative (and patient with my newbie questions). And, we have a super star local rep Steve who feels more like a neighbor who cares. Steve has snapped into action when we've needed it most, including a 7:30 pm Friday night emergency trip to our house when we unexpectedly ran out of propane in the winter while hosting friends with a newborn! Steve worked his magic and got our heat running again that night. And, lesson learned - sign up for the auto-refill service! read more

This is an outstanding company. After going through hell with DeCarli's I just switched to McPhail's and I am thrilled that I did. When I first contacted McPhails they sent out one of their sales reps, Steve, who was excellent, knowledgeable and helpful. He assured me that the transition would be easy and painless, and he was right. When Kevin first came out to deliver the tank, there was a small leak either in my kitchen or in crawl space. He was relentless in in making sure everything was safe and secure. (DeCarli's never checked for anything, including when I was out of propane over the holidays and no one answered their emergency line for TWO days!) Kevin did everything possible to make sure the transition went as smooth as possible. The cement block needed to be repaired before the new tank could be permanently placed and that was done in a timely an effective way. Today Kevin and Eric came to the house to install the tank on the cement foundation. I am so impressed by how skilled, polite and courteous these men are. The company provides wonderful service and did a great job in every way. read more

McPhail's never fails. Always been there when we needed a fill or service. Drivers are courteous as well as phone receptionist. I've used them for 10 years with consistently good results.-lars read more

I recently changed my propane company to McPhails. If your looking for a fantastic company that has great service and prices this is the company for you! I was recently with Suburban Propane, who charged me 4 times the amount of McPhails. My meter was unreadable and they just made up usage amounts. I complained many times and nothing was done about it. I finally had it and got a excellent recommendation from my brother who has been with McPhails for many years. The customer service is so superior to Suburban Propane. Steve at McPhails went out of his way to make sure I was up and running. John was amazing getting me set up. I can not tell you how happy I am now and highly recommend them for all your propane needs. read more

If I could give zero stars, I would like to talk about McFails. The misspelling of the name is intentional and indicative of their "service". We ran out of propane and called for service. It took them 48 hours to arrive. They didn't call to let us know when they would be here. As a result of this, we were not home. They filled the tank but put a lock on it so it couldn't be used. Let me bring you up to date. Three families live in this place and all three families have been without showers or warm meals for about 72 hours now. When I arrived home from work, I called and requested they return to remove the lock. They told me it was after hours and it would cost me $175 to have an employee come and hook us up. I complained, this is where things went south quickly. I spoke to 3 different people who were all rude and uncooperative. I then spoke to the C.O. of company, who began to talk down to me, placing conditions on the phone call. Like he would hang up if I didn't kow tow to him. I asked him if the old saying" the customer is always right" is not a reality any more. He said no the customer is not right. Don't call this business unless you'd like to be berated, abused and raped of your money. In addition be sold a product that is locked away from your use. The employees are so comfortable at their jobs they feel thy can be rude and abrasive. I wonder if they have tenure or is this a good ol' boys club. Nicole, Ryan and especially C.O. Greg are cancerous growths in this buisness, that need to be removed. McFails should not be trusted. read more

There's a reason everybody in my neighborhood calls them McFail, and thats because they are just not a very good company. It took them over a week to get back to me about getting my tank filled, and when they finally called, they gave less than 24 hours notice for sending a technician out. When I spoke to a customer service rep, he said "sorry, we'll call you next time we are in the neighborhood!". McPhail (McFail) doesn't schedule times like any other business, they apparently just call whenever a driver is in the area hoping that you are home. It has been 10 days since I called to get my tank filled and now I have to go another weekend without hot water and a stove. McPhail fails again! read more

Great service! I was in a jam because Amerigas cancelled my account in good standing and paid in full without notice and it was COLD! They made every effort possible to get me service the day I called and they did. Wonderful experience. They have answered every call. I did not get voice mail and was not redirected to a corporate office in another state. I felt well taken care of! I was happy to hear they've been serving Sonoma County for over 100 years. It reminded me to check local companies first. Thank you Nicole and all the nice folks at McPhails. read more

Great service from a family owned business! They are very friendly and want to make sure you are satisfied.

Update: Remarkably, Scott McPhail called and we talked at length. He actually listened and heard me. I leave my message below so that others will know if they're having problems to call and ask for Scott. Voice your concerns -- he's interested in hearing them. Not particularly happy with them. I've used other propane companies and they did not charge extra for a call on as needed basis, such as once/year. I'm a low propane user, usually. They finally, after much effort, agreed that I could pay 200.00 for the first fill-up-- it was what I had budgeted. But that small gain was hard-won and staff were clearly not happy about it -- I was reminded multiple times that it was one time only. Not suprisingly, I heard them just as clearly when they said "one time only" the first time, as I did the 6th. Scheduling inspections also was difficult. The appt. was betw. 12 and 4, I think. They did call to say they were running late, but no definite time was given. But getting it scheduled was not the easiest, which made the inspection at 5 - 5:30 p.m. that much more frustrating. I do understand when emergencies arise. And the man doing the inspection was amiable enough. Getting clarity early on that the one job before mine would be another 4 hours would have been appreciated, however. A big suggestion: When customers first call to get the contract switched over to their name, they may be told there will be 45 dollar inspection fee. But, if scheduling takes a while for whatever reasons, it would help to let the customer know about that fee again. It's a bit galling to take three weeks to get an inspection set up (and some of the scheduling difficulties may have been mine), have the gas shut off, and then pay a fee for late and difficult service that turned out to be a loss of service. I understand the need for safety, but customers may become grouchy when so many small misteps occur. I will give the benefit of the doubt that I was told about the fee when I called initially. Would have appreciated them reminding me of that when the scheduled the appt. When the delivery man came, he gave me a lower price -- i.e., the amount charged for those who establish regular fill-ups. (I didn't choose this option because propane companies will fill up when gas is at its most expensive). He had the kind of warmth and willingness to work with people that I expect from a local company. But I experienced this only from him when working with McPhail's. B/c of the lower price, I decided to go ahead and get the tank filled, however, and hope to start from a better place with the company. I paid in full at the time of fill up. Nonetheless, the company has billed me for the remainder,i.e., at the higher amount for those of us who choose when to have it filled. I had thought that a signed receipt for the amount would indeed mean paid in full. Things that would have helped in this: - letting the customer know that they can pay in installments - letting the customer know that they can select yearly or half-yearly fill up plans -- it's not simply at the company's discretion of timing - letting the customer know that they have more options, in other words, than paying a lower amount for fill-ups at the company's choice of time or paying higher for fill-ups at the customer's choice of time. Delighted that others have not had this experience, but I'd call other companies and compare policies first. read more

We got a call from the President of McPhails today, very nice and apologetic. Assuring us that he will speak with the gals who answer the phones and make sure our service is 100%. So I have moved them up a couple stars for effort and will give the all 5 in the future if this time our service improves. Thanks for the call Steve and Happy Holidays. read more

I have probably had every company that would deliver to my location and have found Mc Phail Fuel Co. to be the most friendly, reliable, helpful, safe, understanding, and professional of the lot. They take the time to explain the terms and do not bait and switch as I have found other large corporate companies doing. I have spent some money to switch tanks and go with Mc Phail in my new rented house because I really trust them. Terry their trouble shooting repair person is a genius helping to make Mc Phail the company for me. Gregg spent a lot of time with me to helping with the change and he understands my aesthetic concerns as well. I recommend them to all my friends. read more

Since contracting with McPhail's for propane delivery service a little over 6 months ago, I have been simply delighted with their performance..... dependable, reliable, courteous, and competitively priced. Recently I scheduled a move of the propane tank to accommodate building a shed on the property. Unfortunately there was a scheduling glitch which McPhail's not only promptly resolved but also adjusted the invoice to account for the time inconvenience. Such genuine Customer focus is what prompted me to write this Yelp review. I believe in giving credit where credit is due.....and McPhail certainly deserves such praise as their services and products rank them as a leader in the industry! Very highly recommend!! read more

We switched from FerrellGas (via gas line) to propane tank service this past fall because gas from FerrellGas was astronomically expensive and the price stayed the same all year, not fluctuating over the year as propane prices really do. What a rip off! We chose McPhail to install and service our tank over Standard because they were more responsive, gave us more information about what we need to do to get a tank set, and were just easier to deal with overall. Steve was our account representative, and he went above and beyond to help us get our pad poured and our line installed. And then on the day we were going to have a fence built around the tank, and we realized that the pipe coming off the tank stuck out to far and would be in the way, Steve came over and re-piped it for us himself so we wouldn't be inconvenienced. Now that's service! Go with McPhail--they'll do right by you! read more

After 2 years of headaches working w/ Americas we decided to change over to mcphails. We have been super pleased so far. They actually answer their phones when u call (what a concept), they are very reasonable on their prices & I love that they have us on a digital system that allows them to check tank levels & I don't have to worry about running out. So far, so good...keep up the good work & excellent customer service. read more

We have had McPhails service our propane for over 20 years and they are the most AMAZING company. The customer service is incredible. Our tank is topped off when needed and we have NEVER ever run out of propane. Our driver is so friendly and always fills us up when needed. He pops in and fills our tank whenever he is in the neighborhood. I can't say enough about McPhails. Their prices are so competitive and they have the best service around. I would highly recommend them to anybody without a doubt. read more

I am so unhappy with McPhails Fuel. One would think that after 16 years of paying big bucks cash to McPhails that the company customer service "credit manager" would be professional and treat me with respect but NO...she is very rude and demeaning. My issues with McPhails started when I gave them $1000. for a tank of propane and they took me off the monthly billing program. The "credit manager" said that I am "not able to pay monthly any more because the computer doesn't like that." What? Excuse me, does the computer run the company? I have never received an email from McPhails and they just put up a website recently but the website freezes and I am unable to pay online. I just had a delivery today and tried to give the delivery person a debit card. He said that the "credit manager" wanted cash only or a check. I thought "Why on earth would they take a check and not a credit/debit card?" I forked out $400. cash, he filled it up half way, left without leaving a receipt or saying anything then left the gate open...if I could remove this tank and go with another company without being penalized financially, I would get rid of this company so fast. Another problem with McPhails is that when I call for gas delivery, it is many days before the delivery truck comes. Since I have to check my own tank and call for delivery now that I am not on monthly pay program, sometimes I get down to 5% before I notice that I need gas and when that happens my appliances don't work properly. I think that for the profit margin that this company must have, it would be nice to get an email or a phone call reminding me to check my gas levels after many months but instead I get yelled at by the "credit manager" when I call and need gas in the same week. Advice to those seeking a new gas company: don't go with McPhails Fuel. No one appreciates being yelled out when handing over nearly a thousand dollars cash for a "service." read more

Screw the poor folks, they are so unpleasant to deal with. They are usually on cash and carry, they're most likely to be the ones who run out of gas so require a pressure test to be filled up, they use less gas, sometimes only buying the minimum, so why not charge them a higher price for gas, which Mcphails does, and charge them through the roof for a 10 minute pressure test that an untrained monkey can do. But Mcphails was so sweet, because I did't have the money to pay for the test and the gas, they lowered the gas fill below their minimum so I could pay them the $95 for lighting my pilot light. Great service right? What a deal, after all, we are such a pain in the a$$ we deserve it. read more

Horrible company. I just recently moved to a one bedroom house with a McPhails fuel tank powering the heater and stove, upon calling I let them know that the tank was at 5% and I need to get some propane. I was then informed that in order to get a delivery I needed a safety inspection first, and they didn't know when they could get out there to do so. I was told not to use the heater because if the tank ran dry, they would charge me some reactivation fee so just sit tight and freeze. After calling every other day trying to at least get a date set, I was able to get my safety inspection and then I ordered 100 gallons via phone call, and was told that my tank might be filled in the next few weeks. I was called a few days later to be informed that a driver was in my area and could make a delivery. Instead of the 100 gallons as per request the driver filled my tank and I was charged 700+ dollars, way more then we discussed! I had to borrow money to pay rent because this was billed at the end of the month. So, thank you so much McPhails. I wish I could give you zero stars and change my propane tank to blue star. read more

Great company. Had an issue with refilling my tank but it was taken care of when I called and the owner reached out to work out the issue. Thanks! read more

I don't know about their full range of services but they did handle disposal of my 2 (full ) propane tanks in a minute.They do not fill tanks here. read more

Just had new propane service installed by McPails. Service was top notch. Had to call the office a couple of times to get a call back but once Steve, the salesman, called back it all went quickly and smooth. Steve was professional and helpful. We dumped another company we were in the process of going with and so happy we did! read more

Scenario: It's Saturday December 23rd, and three pies are on the counter ready to go into the oven. AND, right then, the fuel tank that was supposed to be filled automatically runs out. Apparently the new account we started six months ago didn't include auto-refill like my Landlord's did! And I had just asked him a week ago if I needed to call for fuel service and he said no. I call McPhail's and I learn that given our non-auto-fill status, I can get an emergency fill for $500 xtra bucks, or truck can get out to me TUESDAY! That's 3 days and Christmas Eve is TOMORROW. No pies, no heat til Tuesday. You heard it! AND, McPhail's driver Jason just happened to be in our Valley miles from home base, and his "empty" truck just happened to have enough fuel in it to give us a few days of heat BECAUSE he knew how to pressurize the system from inside our house so that the fuel would make it up the hill to our stove. IT WAS TRUE HOLIDAY MAGIC! Jason deserves a pie at the VERY LEAST (holiday bonus?) and McPhail's gets a HUGE THANKS for making ours a very happy holiday!! read more

Our three year old stove began to release propane on its own. I contacted Nicole at McPhails and she referred me to McPhail's Appliance Repair Department. She always told me to turn off the gate valve at the stove. Kevin from the Appliance Repair Department arrived exactly as scheduled. He tested all our propane appliances for leaks and only the stove turned up positive. Once he determined the stove was the culprit, he moved the unit away from the wall and performed more detailed analysis. He determined that the propane line feeding the oven was not securely in place and proceeded to tighten the fitting. We are now using our stove once again. Their service charge was very reasonable considering the peace of mind it provided us. Thanks McPhail's for having such dedicated and knowledgeable staff to service your customers' appliances. read more

Just switched to McPhail. What an improvement over Amerigas! Overall great installation service. Danny was professional and patient with my questions. Requested a service call I thought was related to installation. I'd stopped using th the heat. They provided same day response. Had a couple issues with the service and shared with their excellent Customer Service. Although I asked for no compensation and didn't contest the charges, they ended up billing me only for the replaced part. I am now a real fan! read more

I have received nothing but excellent customer service from McPhail's. They service our propane tank out in West Marin, and always show up when the are supposed to. We recently had an emergency gas leak, and I was more than impressed with their willingness to work with us, get out there in a timely manner, and make suggestions about how to most economically solve our fairly extensive problems. I'd recommend them to anyone. In my opinion (and b/c of our business we deal with more than one local propane company), they went above and beyond. THUMBS UP - McPhail's read more

I have to start by saying that I very seldom write Yelp reviews unless I truly feel they are warranted. In this case, it felt warranted. After recommending McPhail's to a new neighbor I was surprised to hear that she was hesitant due to some negative reviews on Yelp. My curiosity got the best of me so I took a look and was surprised to read a review, such as the one left by Anthony M., just recently and felt I needed to weigh in on this exceptional company to try and undo some of the damage he may have done. I have been a customer of McPhail's (yes, the correct spelling) for a little over three years and have had nothing but positive experiences. Luckily, my deliveries and interactions are few which I see as a huge plus as everything goes exactly as I expect it. Deliveries when I need them, never a down time, and friendly and helpful office staff when I had a question. My experience from the beginning...with Nicole who set up my account to Mike who set my tank to the drivers who deliver my fuel...has been perfect. Everyone I have dealt with at McPhail's has treated me very professionally and respectfully so I find it extremely hard to take the previous review at face value. I have had interactions with each one of these people he mentions and would not hesitate, for a moment, to recommend them to anyone. Again, I just wanted to give kudos where it is deserved. Good job McPhail's! And shame on me for not giving the well-deserved review sooner. read more

The service is great. The pricing is great. The drivers are friendly. We have had nothing but good experiences with McPhail. Compared to some of the less than pleased comments I have heard about other companies I am pretty glad we ended up using McPhail. read more

Delivery has been fine; it is their billing practices that irk me. I pay all my bills at the same time once a month. That doesn't work with McPhail's. I don't understand how they calculate 30 days, but they are very anxious to slap finance charges on, so I suspect it is from when that slip shows up meaning they have been by, not from when they bill you. When I see that slip, I will call and pay by credit card. I advise others to do the same. Once you have their tank, I guess they feel they've got you. If you don't already have their tank, consider someone else! read more

Very friendly and helpful folks, and excellent on-time service. Highly recommend. They checked my tank and all my propane-using appliances FOR FREE before starting service. read more

McPhail Fuel Company sold us a propane tank in excellent condition--newly painted in their signature color (a warm yellow-tan). The service people installed the tank on our pad & gave us the first fill at a good price. Buying a tank has advantages over renting them--especially if you can take large fills of greater than 250 gallons of propane a year and plan to own your property for at least several years. read more

Every now and then I'm blown away by great service. It doesn't happen often enough, but it just did thanks to Steve and Greg at McPhail. They delivered my tank in record time, were friendly and easy going, and highly professional. read more

I have to give McPhail's a rave review thus far for the quick and excellent customer service, account services, and pricing. And judging from the other great reviews I'm seeing here, they deserve it. I had been an Amerigas customer previously - mainly because that's what service my house had when I bought it. Overall, Amerigas had been fine on filling and billing as I had no change of circumstances. Though I did notice that their fuel prices were significantly higher than what other companies are offering. And not just the discounted "first fill" rates. This all changed when I recently installed a pool at my house and had to put in a new gas line for the pool heater. Having completed the pool, I called to have service hooked up to the new gas line that was run out to the tank - something that only the gas company is allowed to do - but all the other hook-ups were done and finaled by the county inspector. The first person I talked to at Amerigas couldn't seem to figure out when the next appointment was but intimated it was a long time off. "We're really busy". She said she'd call me back that day but never did. I called them back, was put on hold for a very long time, and was then offered a time 4 weeks out. I was told I needed to be home all day on a work day to wait for them to show up. No service work on weekends or after hours. Turned out that I was out of town the day offered. The next available date was 6 weeks out. When I said that that seemed an unreasonable wait to hook up service, I was told that they were really busy. I asked if they could hire more people to help. At that point I was told that my expectations were unreasonable and that people need to wait for service calls. After all you had to wait for "Comcast" and "PG&E" to come out for service. I chuckle at this because Comcast in particular isn't widely held up as an emblem of customer service. In fairness, I advised Amerigas that I would be looking for other options including looking for another provider who could help me sooner. I even asked if I could pay my own person to hook up the gas, and I was told this wasn't allowed. I will say that everyone at Amerigas was polite - even when saying that I was unreasonable to expect hook up in 1-2 weeks - but they clearly have some really bad corporate policies around customer service. I looked on-line and found the great reviews for McPhail's. Like that it's a local company. Called the office. Got Steffie on the phone and great prompt friendly service from her. She said she wasn't sure exactly when they could hook me up but was "sure that we can do something for you" and gave me Steve's number to call about starting service. Steve - even though he was on vacation - called me back repeatedly in a back n forth phone tag until we hooked up within a day (I have a busy schedule too) but immediately said he could probably "look at the schedule and work something out" and said he would get back to me shortly. Steve called me back within 10 minutes to let me know that they could start service that same day, bring in a new tank, pump over the propane from my old tank to the new tank, hook up my new service, check all my appliances and make sure they were good to go, and set me up - all same day! Amazing. And - good to his word - this all happened by 4 pm on the same day. Thank you Steve! You rock. Restoring my faith in customer service. I love local businesses and especially those who know how to treat customers. Steve even offered to hook up my new outdoor gas fireplace when were were ready and also if I wanted to direct connect my BBQ to the propane lines he'd arrange to fabricate all the parts and do the hook ups. Great service. Anyhow - long review but well deserved. Highly recommend McPhail's. read more

We finally made the switch from another Petaluma Propane company and what a difference right from the get go. Greg took us through the step by step process to get switched over, the 2 guys who came and installed the tank, all were really good people. That's what it takes. Personable, friendly folks. Means a lot. Thanks guys. read more