If yes, click here to login.
BBB Accredited Business sinceAdditional Locations
BBB Business Reviews may not be reproduced for sales or promotional purposes.
This company offers Retail propane sales to residential, commercial, and agricultrial customers.
Request a Quote
View Business Review Inquiries
A BBB Accredited Business since
BBB has determined that Suburban Propane meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
BBB Complaint Information
Find aggregate BBB complaint information for Suburban Propane. BBB Serving New Jersey has the full report as that BBB handles all complaints for Suburban Propane.
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Robert Hays, Market Manager, Dayton/Co Mr. Jeff Shively, Branch Manager Mr. Kevin Miller, Branch Manager
Gas - Propane Gas - Propane - Equipment & Supplies Water Soft & Conditioning Equipment Service & Supplies Natural Gas Companies Fireplace Equipment - Retail
Alternate Business NamesInergy Propane LLC Inergy Propane Ohio Division
What is a BBB Business Review?
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.
About BBB Business Review Content & Services:
Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.
Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.
BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
What is BBB Advertising Review?
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
What government actions does BBB report on?
BBB reports on known government actions that are relevant to the business's marketplace dealings with the public.
BBB Reporting Policy
As a matter of policy, BBB does not endorse any product, service or business.
BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.
BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.
Additional Phone Numbers
- (614) 485-0460(Phone)
- (614) 875-6351(Phone)
- (740) 392-6986(Phone)
- (740) 654-7973(Phone)
- (800) 247-0263(Phone)
- (866) 379-3430(Phone)
- (614) 875-8892 (Fax)
- (740) 397-3431 (Fax)
- (740) 654-1210 (Fax)
Additional Web Addresses
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
Read Complaint Details
Complaint: The consumer purchased propane from Suburban Propane in the fall for $3.13/gallon. The consumer purchased propane on January 29, 2014, and she paid $5.20/gallon.
Desired Settlement: The consumer would like the supplier to lower the price or provide a partial refund.
Business Response: I first would like to thank you for choosing Suburban Propane as your choice of suppliers for all your propane needs. Customers, today have many choices when choosing a supplier and want peace of mind knowing they have chosen a safe and reliable company to keep their family warm while protecting assets. At Suburban Propane we know relationships are built on trust - and following through on commitments instills integrity, helping to solidify long term relationships. Propane costs nationwide have increased sharply over the past several months due to historically high demand, low inventories and supply system constraints. And while Suburban Propane’s primary goal is to have product to keep customers warm, when forced to find and transport product other than locally, expenses rise excessively, and cost passed on to consumers. The alternative is not to have product to deliver, leaving customers in the cold. A review of the delivery made to the property at 3946 ****** Street, Granville, Ohio on January 29, 2014, was conducted to verify that the correct “rate per gallon” was assessed. Based on rates for January 29, 2014, customer annual consumption and margin, pricing perimeters were correct and not inflated for any other reason other than Suburban’s replacement cost. The good news is that prices have been on the decline and are expected to continue helping to ease the hardships this winter has had on consumers. Again, thank you, for allowing Suburban Propane to service your propane needs. While prices still are high, it is comforting to know, that while some Suppliers did not have product, Suburban had the foresight to be in front of the supply situation and secured adequate supplies of propane to meet all of our customers’ needs. Thank you
Read Complaint Details
Complaint: We feel that Mt Vernon gas over charged us for our propane. We paid 3.96 a gallon and for $997.82 only received 45% propane. We are going to have to purchase again in a few weeks and we should have gotten a full take of propane at that price
Desired Settlement: Make this price gouging stop
Business Response: Recently, propane supply and pricing have been in the news due to low supply and higher market rates nationwide, Nationwide, propane market rates are increasing rapidly. One reason is due to the increased winter demand. Another reason is the extra cost of transporting propane to regions of the country that need it most, due to periodic shutdowns of several key pipelines. This has required retailers to use alternate, more costly ways to transport fuels to their facilities. As a national supplier wlth operations in 41 states, Suburban Propane has many resources at our disposal. We are transporting propane from long-distance sources, and will continue to employ innovative methods to help keep our customers safe and warm. And, while wholesale propane prices are not within our control, we wlll do everything we can to help minimize the impact on customers. I will personally, contact ***** *****, who filed the complalnt and attempt to come to a resolution that will be acceptable to both customer and Suburban Propane. Customers, today have many cholces when choosing a supplier and want peace of mind knowing they have chosen a safe and reliable company to keep their family warm while protecting assets. At Suburban Propane in Mt Vernon, we know relationships are built on trust - and following through on commitments instills Integrity, helping to solidify long term relationships. Thank you