This business is not BBB accredited.

Suburban Propane, L.P.

Find a Location

Phone: (973) 503-9078 Fax: (973) 515-5982 View Additional Phone Numbers 240 Route 10 W, Whippany, NJ 07981 http://suburbanpropane.com


BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

Suburban Propane is a nationwide distributor of gas products to residential,commercial and industrial customers.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Suburban Propane, L.P. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 537 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

537 complaints closed with BBB in last 3 years | 148 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 16
Billing/Collection Issues 169
Delivery Issues 49
Guarantee/Warranty Issues 0
Problems with Product/Service 303
Total Closed Complaints 537

Customer Reviews Summary Read customer reviews

7 Customer Reviews on Suburban Propane, L.P.
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 6
Total Customer Reviews 7

Additional Information

BBB file opened: November 19, 2003 Business started: 01/01/1928 Business started locally: 01/01/1928
Type of Entity

Partnership

Contact Information
Principal: Ms. Lauren Garofalo, Counsel
Business Category

Gas - Propane - Equipment & Supplies Oils - Fuel Gas - Propane


Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    2061 US Highway 9 N

    Howell, NJ 07731 (732) 462-1776

  • THIS LOCATION IS NOT BBB ACCREDITED

    240 Route 10 W

    Whippany, NJ 07981 (973) 503-9078

  • THIS LOCATION IS NOT BBB ACCREDITED

    245 Route 31 North

    Washington, NJ 07882 (908) 689-1280

  • THIS LOCATION IS NOT BBB ACCREDITED

    93 Hampton House Rd

    Newton, NJ 07860 (973) 383-1860

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    997 N Pearl St

    Bridgeton, NJ 08302 (856) 451-3150

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 206

    Whippany, NJ 07981

  • THIS LOCATION IS NOT BBB ACCREDITED

    205 E Jarrettsville Rd

    Forest Hill, MD 21050

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    342 Garrett Hwy

    Oakland, MD 21550

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    PO Box 305

    Reisterstown, MD 21136

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    205 Najoles Rd

    Millersville, MD 21108

  • THIS LOCATION IS NOT BBB ACCREDITED

    327 Tilghman Rd

    Salisbury, MD 21804

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    4987 Winchester Blvd

    Frederick, MD 21703

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    4987 Winchester Blvd Unit 4

    Frederick, MD 21703

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    8614 B Ocean Gateway

    Easton, MD 21601

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    PO Box 243

    Millersville, MD 21108

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    3A Thompsons Pt

    Portland, ME 04102

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    5 Portland Street

    Fryburg, ME 04037

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    570 N. Berwick Road

    Wells, ME 04090

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    96 Wellington Rd

    Brattleboro, VT 05301

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    320 North Central Ave

    Minoa, NY 13116

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    66 West Avenue

    Arkport, NY 14807

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    P.O. Box 667

    Brownville, NY 13615

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    PO Box 180

    Malone, NY 12953

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    PO Box 227

    Greenwich, NY 12834

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    PO Box 25

    Colliersville, NY 13747

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    PO Box 466

    Arkport, NY 14807

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    PO Box 4819

    Syracuse, NY 13221

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    PO Box 5088

    Albany, NY 12205

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    PO Box 710

    Plattsburgh, NY 12901

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    PO Box 158

    Syracuse , NY 13214

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    366 Clinton Street

    Penn Yan, NY 14527

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    PO Box 99

    Syracuse, NY 13214

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    56 County Route 57A

    Phoenix, NY 13135

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    8 Hitchiner Way
    Route 101A

    Milford, NH 03055

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    PO Box 109

    Milford, NH 03055

  • 30 Thunder Road

    Franklin, NH 03235

  • PO Box 109

    Milford, NH 03055

  • 440 Route 125

    Brentwood, NH 03833

  • PO Box 109

    Milford, NH 03055

  • THIS LOCATION IS NOT BBB ACCREDITED

    130 Scott Rd Ste 5

    Waterbury, CT 06705

  • THIS LOCATION IS NOT BBB ACCREDITED

    195 Commerce Way

    South Windsor, CT 06074

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    PO Box 1168

    Waterbury, CT 06721

  • 2544 Carmel Avenue

    Brewster, NY 10509

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    Box A Kings Highway

    Chester, NY 10918

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    CPO Box 1151, Barbarossa Lane

    Kingston, NY 12401

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    11341 Mercer Pike

    Meadville, PA 16335

  • THIS LOCATION IS NOT BBB ACCREDITED

    464 S Center Street

    Ebensburg, PA 15931

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    PO Box 518

    Lyndora, PA 16045

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    PO Box B

    Greensburg, PA 15601

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    RR 1 Box 119

    East Freedom, PA 16637

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    468 S Center St

    Ebensburg, PA 15931

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    321 Washington St.

    Leonardtown, MD 20650

  • THIS LOCATION IS NOT BBB ACCREDITED

    5020 /ST. Leonard Road
    P.O. Box 5

    St. Leonard, MD 20685

  • THIS LOCATION IS NOT BBB ACCREDITED

    5020 Saint Leonard Road
    PO Box 5

    Saint Leonard , MD 20685

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    6231 CRAIN HIGHWAY

    La Plata, MD 20646

  • THIS LOCATION IS NOT BBB ACCREDITED

    6273 Crain Hwy

    LaPlata, MD 20646

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    P.O. Box 5

    Saint Leonard , MD 20685

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    PO Box 2480

    La Plata , MD 20646

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    PO Box 2480

    LaPlata, MD 20646

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    PO Box 700

    Hollywood, MD 20636

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    1411 John Marshall Highway
    PO box 129

    Gainesville, VA 20155

  • THIS LOCATION IS NOT BBB ACCREDITED

    14111 John Marshall Hwy.

    Gainesville , VA 20155

  • THIS LOCATION IS NOT BBB ACCREDITED

    31 Derwood Circle

    Rockville, MD 20850

  • THIS LOCATION IS NOT BBB ACCREDITED

    3230 Old Washington Road

    Waldorf, MD 20602

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    40 Airport View Dr.

    Hollywood, MD 20636

  • THIS LOCATION IS NOT BBB ACCREDITED

    476 Main Street
    P.O. Box 323

    Prince Frederick, MD 20678

  • THIS LOCATION IS NOT BBB ACCREDITED

    P O Box 700

    Hollywood, MD 20636

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    P.O. Box 67, Wash. Rd.

    Waldorf, MD 20604

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    PO Box 129

    Gainesville, VA 20156

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    PO Box 3809

    Prnc Frederck, MD 20678

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    108 Bethlehem Pike

    Colmar, PA 18915

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    1405 Rt 405

    Hughesville, PA 17737

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    1435 Old Carlisle Rd

    Aspers, PA 17304

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    1744 York Rd

    Gettysburg, PA 17325

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    2000 North Union Street

    Middletown, PA 17057

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    2440 Dairy Road

    Lancaster, PA 17604

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    2555 Keystone Way

    Newport, PA 17074

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    2600 West Market Street

    York, PA 17404

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    301 Old Mill Lane

    Exton, PA 19341

  • THIS LOCATION IS NOT BBB ACCREDITED

    530 E North Street

    Carlisle, PA 17013

  • THIS LOCATION IS NOT BBB ACCREDITED

    5365 Allentown Pike

    Temple, PA 19560

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    60 Pittston Avenue

    Yatesville, PA 18640

  • THIS LOCATION IS NOT BBB ACCREDITED

    701 E. Center Street

    Millersburg, PA 17061

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    RT 6 RR 6 Box6167

    Towanda, PA 18848

  • THIS LOCATION IS NOT BBB ACCREDITED

    444 Route 61 South

    Schuylkill Haven, PA 17972

  • THIS LOCATION IS NOT BBB ACCREDITED

    5365 Allentown Pike

    Temple, PA 19560

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    PO Box 508

    Honesdale, PA 18431

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    210 Levittown Parkway

    Levittown , PA 19054

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    2600 W Market St

    York, PA 17404

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    3923 North DuPont Hwy.

    Dover, DE 19901

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    525 E. DuPont Hwy.

    Millsboro, DE 19966

  • THIS LOCATION IS NOT BBB ACCREDITED

    605 Rehoboth Avenue Ext

    Rehoboth Beach, DE 19971

  • THIS LOCATION IS NOT BBB ACCREDITED

    P.O. Box S

    Rehoboth Beach, DE 19971

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 308

    Millsboro, DE 19966

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    PO Box 429

    Dover, DE 19903

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    225 North Liberty Street

    Belchertown, MA 01007

  • THIS LOCATION IS NOT BBB ACCREDITED

    28 Arch Rd

    Westfield, MA 01085

  • THIS LOCATION IS NOT BBB ACCREDITED

    34 Montague City Road

    Greenfield, MA 01301

  • THIS LOCATION IS NOT BBB ACCREDITED

    60 Hannon St

    Springfield, MA 01105

  • THIS LOCATION IS NOT BBB ACCREDITED

    760 Pleasant Street

    Rochdale, MA 01542

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    PO Box 368

    Rochdale, MA 01542

  • THIS LOCATION IS NOT BBB ACCREDITED

    34 Montague City Road

    Greenfield, MA 01301

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    1949 Claremont Ave.

    Ashland, OH 44805

  • THIS LOCATION IS NOT BBB ACCREDITED

    GATELAND/MEADOW EAST

    ELKINS, WV 26241

  • THIS LOCATION IS NOT BBB ACCREDITED

    10112 Harrison Ave

    Harrison, OH 45030

  • THIS LOCATION IS NOT BBB ACCREDITED

    1014 S 2nd St

    Ripley, OH 45167

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    12541 Sabina Rd

    Leesburg, OH 45135

  • THIS LOCATION IS NOT BBB ACCREDITED

    1980 State Route 28 and Cozaddale Road

    Goshen, OH 45122

  • THIS LOCATION IS NOT BBB ACCREDITED

    488 N Us Highway 421

    Versailles, IN 47042

  • THIS LOCATION IS NOT BBB ACCREDITED

    746 N High St

    Hillsboro, OH 45133

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    8671 N Gilmore Rd

    West Chester, OH 45014

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    PO Box 38

    Harrison, OH 45030

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    1889 Logan Lancaster Rd SE

    Lancaster, OH 43130

  • THIS LOCATION IS NOT BBB ACCREDITED

    2759 McKinley Ave

    Columbus, OH 43204

  • THIS LOCATION IS NOT BBB ACCREDITED

    4371 Broadway

    Grove City, OH 43123

  • THIS LOCATION IS NOT BBB ACCREDITED

    8040 Newark Rd

    Mount Vernon, OH 43050

  • THIS LOCATION IS NOT BBB ACCREDITED

    4371 Broadway

    Grove City, OH 43123

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 369

    Grove City, OH 43123

  • THIS LOCATION IS NOT BBB ACCREDITED

    13867 State Route 127

    Rossburg, OH 45362

  • THIS LOCATION IS NOT BBB ACCREDITED

    335 US Route 40 East

    Lewisburg, OH 45338

  • THIS LOCATION IS NOT BBB ACCREDITED

    13867 St Rt 127

    Rossburg, OH 45362

  • THIS LOCATION IS NOT BBB ACCREDITED

    600 E. St. Clair St.

    Eaton, OH 45320

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 278

    Enon, OH 45323

  • THIS LOCATION IS NOT BBB ACCREDITED

    7119 OLD US HWY 23

    FENTON, MI 48430

  • THIS LOCATION IS NOT BBB ACCREDITED

    1144 N Old US Highway 27

    Gaylord, MI 49735

  • THIS LOCATION IS NOT BBB ACCREDITED

    13385 168th Ave

    Grand Haven, MI 49417

  • THIS LOCATION IS NOT BBB ACCREDITED

    1535 S Walker Rd

    Muskegon, MI 49442

  • THIS LOCATION IS NOT BBB ACCREDITED

    2090 Fochtman Industrial Dr

    Petoskey, MI 49770

  • THIS LOCATION IS NOT BBB ACCREDITED

    22124 N 30TH Ave

    Barryton, MI 49305

  • THIS LOCATION IS NOT BBB ACCREDITED

    2230 Lansing Rd

    Charlotte, MI 48813

  • THIS LOCATION IS NOT BBB ACCREDITED

    420 N. Willowbrook Rd.

    Coldwater, MI 49036

  • THIS LOCATION IS NOT BBB ACCREDITED

    5900 Balsam Dr

    Hudsonville, MI 49426

  • THIS LOCATION IS NOT BBB ACCREDITED

    7403 State Rd.

    Coopersville, MI 49404

  • THIS LOCATION IS NOT BBB ACCREDITED

    7489 E Monroe Rd

    Breckenridge, MI 48615

  • THIS LOCATION IS NOT BBB ACCREDITED

    8220 Whitehall Rd

    Whitehall, MI 49461

  • THIS LOCATION IS NOT BBB ACCREDITED

    920 S State St

    Hart, MI 49420

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 118

    Barryton, MI 49305

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 146

    Hudsonville, MI 49426

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 647

    Mendon, MI 49072

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 290

    Richmond, IN 47374

  • THIS LOCATION IS NOT BBB ACCREDITED

    1320 South Main Street

    Nicholasville, KY 40356

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    PO Box 70

    Nicholasville, KY 40340

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    1417 North Main Street

    Williamstown, KY 41097

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 159

    Williamstown, KY 41097

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    1730 Old Finchville Road

    Shelbyville, KY 40065

  • THIS LOCATION IS NOT BBB ACCREDITED

    2005 W. State Road 56

    Salem, IN 47167

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    3625 Clifty Drive

    Madison, IN 47250

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    6101 Hamburg Pike

    Jeffersonville, IN 47130

  • THIS LOCATION IS NOT BBB ACCREDITED

    309 Front Street

    Central City, KY 42330

  • THIS LOCATION IS NOT BBB ACCREDITED

    1820 Highway 64 NE

    New Salisbury, IN 47161

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    PO Box 179

    New Salisbury, IN 47161

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    426 East Duval Street

    Lake City, FL 32055

  • THIS LOCATION IS NOT BBB ACCREDITED

    502 Suwannee Ave. SW

    Branford , FL 32008

  • THIS LOCATION IS NOT BBB ACCREDITED

    515 S 8th St

    Fernandina Beach, FL 32034

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    622 E. Duval Street

    Lake City, FL 32055

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    9155 Weston Rd.

    Morenci, MI 49256

  • 1234 Dixie Hwy

    North Baltimore, OH 45872

  • 9859 County Road 313

    Findlay, OH 45840

  • THIS LOCATION IS NOT BBB ACCREDITED

    07985 County Road 33A

    Wapakoneta, OH 45895

  • THIS LOCATION IS NOT BBB ACCREDITED

    12958 SR 68 S

    Kenton, OH 43326

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    PO Box 497

    Kenton, OH 43326

  • THIS LOCATION IS NOT BBB ACCREDITED

    546 Sand Ridge Rd

    Bowling Green, OH 43402

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    16136 US Rte. 62

    Damascus, OH 44619

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    2705 State Route 7

    Columbiana, OH 44408

  • 12 Mulvaney Street

    Asheville, NC 28803

  • THIS LOCATION IS NOT BBB ACCREDITED

    Post Office Box 940

    Marion, NC 28752

  • THIS LOCATION IS NOT BBB ACCREDITED

    1388 Howell Mill Road

    Waynesville, NC 28786

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 889248

    Atlanta, GA 30356

  • THIS LOCATION IS NOT BBB ACCREDITED

    2800 Darthmouth Av

    Bessemer, AL 35020

  • THIS LOCATION IS NOT BBB ACCREDITED

    22561 Highway 82

    Gordo, AL 35466

  • THIS LOCATION IS NOT BBB ACCREDITED

    2621 N US Highway 231

    Ozark, AL 36360

  • THIS LOCATION IS NOT BBB ACCREDITED

    Industrial Park Dr

    Abbeville, AL 36310

  • THIS LOCATION IS NOT BBB ACCREDITED

    1880 E Dixon Blvd

    Shelby, NC 28152

  • THIS LOCATION IS NOT BBB ACCREDITED

    3110 Highland Ave NE

    Hickory, NC 28601

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    3932 Smith Farm Rd

    Matthews, NC 28104

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    PO Box 606

    Chesterfield, SC 29709

  • THIS LOCATION IS NOT BBB ACCREDITED

    1333 Berryhill Rd

    Charlotte, NC 28208

  • THIS LOCATION IS NOT BBB ACCREDITED

    3110 Highland Ave NE

    Hickory, NC 28601

  • THIS LOCATION IS NOT BBB ACCREDITED

    1147 Congress Parkway North

    Athens, TN 37303

  • THIS LOCATION IS NOT BBB ACCREDITED

    1850 South Lee Highway

    Cleveland, TN 37311

  • THIS LOCATION IS NOT BBB ACCREDITED

    1930 Dayton Boulevard

    Chattanooga, TN 37415

  • THIS LOCATION IS NOT BBB ACCREDITED

    816 Leonard Memorial Highway 30

    Etowah, TN 37331

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    1147 Congress Pkwy N

    Athens, TN 37303

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    1147 Congress Pkwy N

    Athens, TN 37303

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    1700 Old Niota Road

    Athens, TN 37303

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    452 Old Chattanooga Pike SW

    Cleveland, TN 37311

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    6996 Memorial Pkwy NW

    Huntsville, AL 35810

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 128

    Owens Cross Roads, AL 35763

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    2433 Thomason Road

    Albertville, AL 35951

  • THIS LOCATION IS NOT BBB ACCREDITED

    13599 Al Highway 157

    Moulton, AL 35650

  • THIS LOCATION IS NOT BBB ACCREDITED

    6996 Memorial Pkwy NW

    Huntsville, AL 35810

  • THIS LOCATION IS NOT BBB ACCREDITED

    9603 Highway 431

    Owens Cross Roads, AL 35763

  • THIS LOCATION IS NOT BBB ACCREDITED

    824 State Highway 348

    New Albany, MS 38652

  • THIS LOCATION IS NOT BBB ACCREDITED

    674 Highway 6 W

    Batesville, MS 38606

  • THIS LOCATION IS NOT BBB ACCREDITED

    2173 McCullough Blvd

    Tupelo, MS 38801

  • THIS LOCATION IS NOT BBB ACCREDITED

    1748 Transport Lane

    Knoxville, TN 37924

  • THIS LOCATION IS NOT BBB ACCREDITED

    8224 Highway 178

    Byhalia, MS 38611

  • THIS LOCATION IS NOT BBB ACCREDITED

    501 N. Mahler Avenue

    Cookeville, TN 38501

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    1917 Hackworth St

    Nashville, TN 37210

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    2232 Fort Campbell Blvd

    Hopkinsville, KY 42240

  • THIS LOCATION IS NOT BBB ACCREDITED

    420 Kelly Lane

    Clarksville, TN 37040

  • THIS LOCATION IS NOT BBB ACCREDITED

    101 Bryant St

    Fremont, NC 27830

  • THIS LOCATION IS NOT BBB ACCREDITED

    1103 N Marine Blvd

    Jacksonville, NC 28540

  • THIS LOCATION IS NOT BBB ACCREDITED

    123 Roxboro Rd

    Oxford, NC 27565

  • THIS LOCATION IS NOT BBB ACCREDITED

    1240 N Main St

    Lillington, NC 27546

  • THIS LOCATION IS NOT BBB ACCREDITED

    1555 Lake Rd

    Creedmoor, NC 27522

  • THIS LOCATION IS NOT BBB ACCREDITED

    189 Cherry Lane Rd

    Washington, NC 27889

  • THIS LOCATION IS NOT BBB ACCREDITED

    3176 US 1 Hwy

    Franklinton, NC 27525

  • THIS LOCATION IS NOT BBB ACCREDITED

    424 N Norwood St

    Wallace, NC 28466

  • THIS LOCATION IS NOT BBB ACCREDITED

    500 N Marine Blvd

    Jacksonville, NC 28540

  • THIS LOCATION IS NOT BBB ACCREDITED

    51 Technology Dr Ste E

    Garner, NC 27529

  • THIS LOCATION IS NOT BBB ACCREDITED

    600 S Main St STE A

    Rolesville, NC 27571

  • THIS LOCATION IS NOT BBB ACCREDITED

    604 South Fields St

    Farmville, NC 27828

  • THIS LOCATION IS NOT BBB ACCREDITED

    688 Main St.

    Wilsons Mills, NC 27593

  • THIS LOCATION IS NOT BBB ACCREDITED

    822 Main St

    Scotland Neck, NC 27874

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 2068

    Washington, NC 27889

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 643

    Creedmoor, NC 27522

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 696

    Spring Hope, NC 27882

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box D

    Wilsons Mills, NC 27593

  • THIS LOCATION IS NOT BBB ACCREDITED

    152 N. Raleigh St.

    Angier, NC 27501

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 850

    Angier, NC 27501

  • THIS LOCATION IS NOT BBB ACCREDITED

    3082 3rd Street

    Farmville, VA 23901

  • THIS LOCATION IS NOT BBB ACCREDITED

    5306 Peters Creek Road, #A

    Roanoke, VA 24019

  • THIS LOCATION IS NOT BBB ACCREDITED

    P. O. Box 19863

    Roanoke, VA 24019

  • THIS LOCATION IS NOT BBB ACCREDITED

    501 Old Plantation Drive

    Lynchburg, VA 24502

  • THIS LOCATION IS NOT BBB ACCREDITED

    225 Cambria Street, NW

    Christiansburg, VA 24073

  • THIS LOCATION IS NOT BBB ACCREDITED

    5306 A Peters Creek Rd.

    Roanoke, VA 24019

  • THIS LOCATION IS NOT BBB ACCREDITED

    1491 NE 130th St.

    North Miami, FL 33161

  • THIS LOCATION IS NOT BBB ACCREDITED

    726 Catherine St.

    Key West, FL 33040

  • THIS LOCATION IS NOT BBB ACCREDITED

    1110 Johnson Dr

    Statesville, NC 28677

  • THIS LOCATION IS NOT BBB ACCREDITED

    3100 N. Liberty Street

    Winston Salem, NC 27105

  • THIS LOCATION IS NOT BBB ACCREDITED

    740 N State St

    Yadkinville, NC 27055

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 2089

    Yadkinville, NC 27055

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 2089

    Yadkinville, NC 27055

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 4107
    North Station

    Winston Salem, NC 27115

  • THIS LOCATION IS NOT BBB ACCREDITED

    740 N. State Street

    Yadkinville, NC 27055

  • THIS LOCATION IS NOT BBB ACCREDITED

    13030 US Highway 19

    Hudson, FL 34667

  • THIS LOCATION IS NOT BBB ACCREDITED

    201 E Jefferson St

    Brooksville, FL 34601

  • THIS LOCATION IS NOT BBB ACCREDITED

    20170 Cortez Blvd Ste 5

    Brooksville, FL 34601

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    2531 Andalusia Blvd

    Cape Coral, FL 33909

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 856

    Tallevast, FL 34270

  • THIS LOCATION IS NOT BBB ACCREDITED

    4010 Us Highway 14

    Crystal Lake, IL 60014

  • THIS LOCATION IS NOT BBB ACCREDITED

    4010 Us Highway 14

    Crystal Lake, IL 60014

  • THIS LOCATION IS NOT BBB ACCREDITED

    40w370 Route 64

    Wasco, IL 60183

  • THIS LOCATION IS NOT BBB ACCREDITED

    2804 White Horse Road

    Greenville, SC 29611

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 38

    Kingstree, SC 29556

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 459

    Timmonsville, SC 29161

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 1837

    Hartsville, SC 29551

  • THIS LOCATION IS NOT BBB ACCREDITED

    430 Landmark Dr

    Wilmington, NC 28412

  • THIS LOCATION IS NOT BBB ACCREDITED

    4392 Hwy 17 Bypass S

    Myrtle Beach, SC 29588

  • THIS LOCATION IS NOT BBB ACCREDITED

    96 Dennis Ave

    Kingstree, SC 29556

  • THIS LOCATION IS NOT BBB ACCREDITED

    1944 W Evans St

    Florence, SC 29501

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 459

    Timmonsville, SC 29161

  • THIS LOCATION IS NOT BBB ACCREDITED

    20 Cedar St

    Black River Falls, WI 54615

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    2216 State Hwy 16

    La Crosse, WI 54601

  • THIS LOCATION IS NOT BBB ACCREDITED

    998 East Main st

    Mondovi, WI 54755

  • THIS LOCATION IS NOT BBB ACCREDITED

    1310 Highway 55 E

    Buffalo, MN 55313

  • THIS LOCATION IS NOT BBB ACCREDITED

    1310 Highway 55 E

    Buffalo, MN 55313

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    1200 E. Carroll Street

    Kissimmee, FL 34744

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    7185 S US Highway 85-87

    Fountain, CO 80817

  • THIS LOCATION IS NOT BBB ACCREDITED

    205 N US Highway 287

    Fort Collins, CO 80524

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    PO Box 1992

    Fort Collins, CO 80522

  • THIS LOCATION IS NOT BBB ACCREDITED

    16318 Highway 550

    Aztec, NM 87410

  • THIS LOCATION IS NOT BBB ACCREDITED

    8613 N Lamar Blvd

    Austin, TX 78753

  • THIS LOCATION IS NOT BBB ACCREDITED

    1522 S. Texas Ave.

    Bryan, TX 77802

  • THIS LOCATION IS NOT BBB ACCREDITED

    5200 Dahlia St

    Commerce City, CO 80022

  • THIS LOCATION IS NOT BBB ACCREDITED

    6981 W Titan Rd

    Littleton, CO 80125

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    1214 Martin Luther King Blvd.

    Malvern, AR 72104

  • THIS LOCATION IS NOT BBB ACCREDITED

    720 S 2nd St

    Cabot, AR 72023

  • THIS LOCATION IS NOT BBB ACCREDITED

    17500 S. Sunnylane

    Norman, OK 73071

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    523 12th Avenue, N.E.

    Moore, OK 73160

  • THIS LOCATION IS NOT BBB ACCREDITED

    139 Locust South

    Twin Falls , ID 83301

  • THIS LOCATION IS NOT BBB ACCREDITED

    1708 East Lincoln Road

    Idaho Falls, ID 83401

  • THIS LOCATION IS NOT BBB ACCREDITED

    1708 East Lincoln Road

    Idaho Falls, ID 83401

  • THIS LOCATION IS NOT BBB ACCREDITED

    370 South Main

    Driggs, ID 83422

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 9

    Driggs, ID 83422

  • THIS LOCATION IS NOT BBB ACCREDITED

    1355 S Gregory Lane

    Jackson, WY 83001

  • THIS LOCATION IS NOT BBB ACCREDITED

    803 Washington St

    Montpelier, ID 83254

  • THIS LOCATION IS NOT BBB ACCREDITED

    8550 W Franklin Rd

    Boise, ID 83709

  • THIS LOCATION IS NOT BBB ACCREDITED

    1700 N Gateway Dr

    Madera, CA 93637

  • THIS LOCATION IS NOT BBB ACCREDITED

    31822 Auberry Road

    Auberry, CA 93602

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    2870 Old Henderson Hwy

    Tyler, TX 75702

  • THIS LOCATION IS NOT BBB ACCREDITED

    110 County Road 4702

    Winnsboro, TX 75494

  • THIS LOCATION IS NOT BBB ACCREDITED

    4520 Mitchell St

    N Las Vegas, NV 89081

  • THIS LOCATION IS NOT BBB ACCREDITED

    1400 S State St

    Ukiah, CA 95482

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    1400 S State St

    Ukiah, CA 95482

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    1765 Arnold Industrial Way

    Concord, CA 94520

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    1765 Arnold Industrial Way

    Concord, CA 94520

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    2255 South Main St.

    Lakeport, CA 95453

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    2255 South Main St.

    Lakeport, CA 95453

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    PO Box 7045

    Clearlake, CA 95422

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    PO Box 7045

    Clearlake, CA 95422

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    8552 N Dysart Rd

    El Mirage, AZ 85335

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    400 Wolverine Way

    Sparks, NV 89431

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    12033 Nevada City Hwy.

    Grass Valley, CA 95945

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    12033 Nevada City Hwy.

    Grass Valley, CA 95945

  • THIS LOCATION IS NOT BBB ACCREDITED

    12236 Martell Road

    Linden, CA 95236

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    12236 Martell Road

    Linden, CA 95236

  • THIS LOCATION IS NOT BBB ACCREDITED

    1622 N Broadway

    Stockton, CA 95205

  • THIS LOCATION IS NOT BBB ACCREDITED

    1622 N Broadway

    Stockton, CA 95205

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    18535 5th Ave

    Jamestown, CA 95327

  • THIS LOCATION IS NOT BBB ACCREDITED

    18535 5th Ave

    Jamestown, CA 95327

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    1980 East Main Street

    Woodland, CA 95776

  • THIS LOCATION IS NOT BBB ACCREDITED

    1980 East Main Street

    Woodland, CA 95776

  • THIS LOCATION IS NOT BBB ACCREDITED

    212 State St.

    Yreka, CA 96097

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    212 State St.

    Yreka, CA 96097

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    3161 Cameron Park Dr Ste 207

    Cameron Park, CA 95682

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    3161 Cameron Park Dr Ste 207

    Cameron Park, CA 95682

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    386 Placerville Dr.

    Placerville, CA 95667

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    386 Placerville Dr.

    Placerville, CA 95667

  • THIS LOCATION IS NOT BBB ACCREDITED

    415 Madison Street

    Red Bluff, CA 96080

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    415 Madison Street

    Red Bluff, CA 96080

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    4625 N Golden State Blvd

    Turlock, CA 95382

  • THIS LOCATION IS NOT BBB ACCREDITED

    4625 N Golden State Blvd

    Turlock, CA 95382

  • THIS LOCATION IS NOT BBB ACCREDITED

    3245 W 2100 S

    Salt Lake City, UT 84119

  • THIS LOCATION IS NOT BBB ACCREDITED

    417 East Carmel St #100

    San Marcos, CA 92069

  • THIS LOCATION IS NOT BBB ACCREDITED

    365 Reservation Rd

    Marina, CA 93933

  • THIS LOCATION IS NOT BBB ACCREDITED

    4680 Los Angeles Ave. Suite L

    Simi Valley, CA 93063

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    3455 Theatre Dr.

    Paso Robles, CA 93446

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    10075 SW Cascade Ave

    Tigard, OR 97223

  • THIS LOCATION IS NOT BBB ACCREDITED

    10075 SW Cascade Ave

    Tigard, OR 97223

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    1125 Thorne Rd

    Tacoma, WA 98421

  • THIS LOCATION IS NOT BBB ACCREDITED

    1125 Thorne Rd

    Tacoma, WA 98421

  • THIS LOCATION IS NOT BBB ACCREDITED

    11432 Vail Rd SE

    Yelm, WA 98597

  • THIS LOCATION IS NOT BBB ACCREDITED

    11432 Vail Rd SE

    Yelm, WA 98597

  • THIS LOCATION IS NOT BBB ACCREDITED

    12356 S Fidalgo Bay Rd

    Anacortes, WA 98221

  • THIS LOCATION IS NOT BBB ACCREDITED

    12356 S Fidalgo Bay Rd

    Anacortes, WA 98221

  • THIS LOCATION IS NOT BBB ACCREDITED

    1242 Fidalgo Bay Rd

    Anacortes, WA 98221

  • THIS LOCATION IS NOT BBB ACCREDITED

    1242 Fidalgo Bay Rd

    Anacortes, WA 98221

  • THIS LOCATION IS NOT BBB ACCREDITED

    12642 Interurban Ave S

    Tukwila, WA 98168

  • THIS LOCATION IS NOT BBB ACCREDITED

    12642 Interurban Ave S

    Tukwila, WA 98168

  • THIS LOCATION IS NOT BBB ACCREDITED

    12820 34th Ave NE

    Tulalip, WA 98271

  • THIS LOCATION IS NOT BBB ACCREDITED

    12820 34th Ave NE

    Tulalip, WA 98271

  • THIS LOCATION IS NOT BBB ACCREDITED

    1303 W McLoughlin Blvd

    Vancouver, WA 98660

  • THIS LOCATION IS NOT BBB ACCREDITED

    1303 W McLoughlin Blvd

    Vancouver, WA 98660

  • THIS LOCATION IS NOT BBB ACCREDITED

    18901 Pacific Ave S

    Spanaway, WA 98387

  • THIS LOCATION IS NOT BBB ACCREDITED

    18901 Pacific Ave S

    Spanaway, WA 98387

  • THIS LOCATION IS NOT BBB ACCREDITED

    20019 Vashon Hwy SW

    Vashon, WA 98070

  • THIS LOCATION IS NOT BBB ACCREDITED

    20019 Vashon Hwy SW

    Vashon, WA 98070

  • THIS LOCATION IS NOT BBB ACCREDITED

    20639 Old Highway 99 SW

    Centralia, WA 98531

  • THIS LOCATION IS NOT BBB ACCREDITED

    20639 Old Highway 99 SW

    Centralia, WA 98531

  • THIS LOCATION IS NOT BBB ACCREDITED

    25 Seton Rd

    Port Townsend, WA 98368

  • THIS LOCATION IS NOT BBB ACCREDITED

    25 Seton Rd

    Port Townsend, WA 98368

  • THIS LOCATION IS NOT BBB ACCREDITED

    30405 Se 84th St

    Issaquah, WA 98027

  • THIS LOCATION IS NOT BBB ACCREDITED

    30405 Se 84th St

    Issaquah, WA 98027

  • THIS LOCATION IS NOT BBB ACCREDITED

    3515 Chico Way NW

    Bremerton, WA 98312

  • THIS LOCATION IS NOT BBB ACCREDITED

    3515 Chico Way NW

    Bremerton, WA 98312

  • THIS LOCATION IS NOT BBB ACCREDITED

    401 E Alexander Ave # 1

    Tacoma, WA 98421

  • THIS LOCATION IS NOT BBB ACCREDITED

    401 E Alexander Ave # 1

    Tacoma, WA 98421

  • THIS LOCATION IS NOT BBB ACCREDITED

    540 California Way

    Longview, WA 98632

  • THIS LOCATION IS NOT BBB ACCREDITED

    540 California Way

    Longview, WA 98632

  • THIS LOCATION IS NOT BBB ACCREDITED

    620 SE Eaton Blvd

    Battle Ground, WA 98604

  • THIS LOCATION IS NOT BBB ACCREDITED

    620 SE Eaton Blvd

    Battle Ground, WA 98604

  • THIS LOCATION IS NOT BBB ACCREDITED

    7030 Tacoma Mall Blvd Ste 210

    Tacoma, WA 98409

  • THIS LOCATION IS NOT BBB ACCREDITED

    7030 Tacoma Mall Blvd Ste 210

    Tacoma, WA 98409

  • THIS LOCATION IS NOT BBB ACCREDITED

    10075 SW Cascade Ave

    Tigard, OR 97223

  • THIS LOCATION IS NOT BBB ACCREDITED

    110 Highway 99 N

    Eugene, OR 97402

  • THIS LOCATION IS NOT BBB ACCREDITED

    1200 Whitney Rd

    Anchorage, AK 99501

  • THIS LOCATION IS NOT BBB ACCREDITED

    1200 Whitney Rd

    Anchorage, AK 99501

  • THIS LOCATION IS NOT BBB ACCREDITED

    12820 34th Ave NE

    Marysville, WA 98271

  • THIS LOCATION IS NOT BBB ACCREDITED

    14611 Ambaum Blvd SW

    Seattle, WA 98166

  • THIS LOCATION IS NOT BBB ACCREDITED

    14611 Ambaum Blvd SW

    Seattle, WA 98166

  • THIS LOCATION IS NOT BBB ACCREDITED

    18901 Pacific Ave S

    Spanaway, WA 98387

  • THIS LOCATION IS NOT BBB ACCREDITED

    2175 Joseph St

    Medford, OR 97501

  • THIS LOCATION IS NOT BBB ACCREDITED

    2317 N Machias Rd

    Lake Stevens, WA 98258

  • THIS LOCATION IS NOT BBB ACCREDITED

    3107 Rampart St

    Anchorage, AK 99501

  • THIS LOCATION IS NOT BBB ACCREDITED

    3515 Chico Way NW

    Bremerton, WA 98312

  • THIS LOCATION IS NOT BBB ACCREDITED

    4121 W Lamont Way

    Wasilla, AK 99654

  • THIS LOCATION IS NOT BBB ACCREDITED

    540 California Way

    Longview, WA 98632

  • THIS LOCATION IS NOT BBB ACCREDITED

    60970 E End Rd

    Homer, AK 99603

  • THIS LOCATION IS NOT BBB ACCREDITED

    60970 E End Rd

    Homer, AK 99603

  • THIS LOCATION IS NOT BBB ACCREDITED

    620 SE Eaton Blvd

    Battle Ground, WA 98604

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 340

    Spanaway, WA 98387

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 340

    Spanaway, WA 98387

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 3844

    KENT, WA 98089

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 3844

    KENT, WA 98089

  • THIS LOCATION IS NOT BBB ACCREDITED

    18901 Pacific Ave S

    Spanaway, WA 98387

  • THIS LOCATION IS NOT BBB ACCREDITED

    10075 SW Cascade Ave

    Tigard, OR 97223

  • THIS LOCATION IS NOT BBB ACCREDITED

    110 Highway 99 N

    Eugene, OR 97402

  • THIS LOCATION IS NOT BBB ACCREDITED

    1125 Thorne Rd

    Tacoma, WA 98421

  • THIS LOCATION IS NOT BBB ACCREDITED

    11432 Vail Rd SE

    Yelm, WA 98597

  • THIS LOCATION IS NOT BBB ACCREDITED

    12356 S Fidalgo Bay Rd

    Anacortes, WA 98221

  • THIS LOCATION IS NOT BBB ACCREDITED

    12642 Interurban Ave S

    Tukwila, WA 98168

  • THIS LOCATION IS NOT BBB ACCREDITED

    12820 34th Ave NE

    Tulalip, WA 98271

  • THIS LOCATION IS NOT BBB ACCREDITED

    1303 W McLoughlin Blvd

    Vancouver, WA 98660

  • THIS LOCATION IS NOT BBB ACCREDITED

    20019 Vashon Hwy SW

    Vashon, WA 98070

  • THIS LOCATION IS NOT BBB ACCREDITED

    20639 Old Highway 99 SW

    Centralia, WA 98531

  • THIS LOCATION IS NOT BBB ACCREDITED

    2175 Joseph St

    Medford, OR 97501

  • THIS LOCATION IS NOT BBB ACCREDITED

    25 Seton Rd

    Port Townsend, WA 98368

  • THIS LOCATION IS NOT BBB ACCREDITED

    30405 SE 84th St

    Issaquah, WA 98027

  • THIS LOCATION IS NOT BBB ACCREDITED

    3107 Rampart Dr

    Anchorage, AK 99501

  • THIS LOCATION IS NOT BBB ACCREDITED

    3515 Chico Way NW

    Bremerton, WA 98312

  • THIS LOCATION IS NOT BBB ACCREDITED

    60970 E End Rd

    Homer, AK 99603

  • THIS LOCATION IS NOT BBB ACCREDITED

    9801 SE 82nd Ave

    Portland, OR 97086

X

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.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

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.

Complaint Detail(s)

5/28/2016 Problems with Product/Service
5/28/2016 Billing/Collection Issues
5/25/2016 Billing/Collection Issues | Complaint Details Unavailable
5/19/2016 Problems with Product/Service | Complaint Details Unavailable
5/18/2016 Problems with Product/Service
5/18/2016 Problems with Product/Service | Complaint Details Unavailable
5/16/2016 Billing/Collection Issues | Complaint Details Unavailable
5/8/2016 Problems with Product/Service | Complaint Details Unavailable
5/7/2016 Billing/Collection Issues | Complaint Details Unavailable
4/24/2016 Problems with Product/Service | Complaint Details Unavailable
4/22/2016 Billing/Collection Issues | Complaint Details Unavailable
4/21/2016 Billing/Collection Issues
4/21/2016 Billing/Collection Issues | Complaint Details Unavailable
4/18/2016 Problems with Product/Service
4/18/2016 Problems with Product/Service | Complaint Details Unavailable
4/18/2016 Billing/Collection Issues | Complaint Details Unavailable
4/9/2016 Problems with Product/Service | Complaint Details Unavailable
4/7/2016 Problems with Product/Service | Complaint Details Unavailable
4/4/2016 Problems with Product/Service | Complaint Details Unavailable
3/29/2016 Problems with Product/Service | Complaint Details Unavailable
3/21/2016 Advertising/Sales Issues | Complaint Details Unavailable
3/19/2016 Problems with Product/Service | Complaint Details Unavailable
3/19/2016 Billing/Collection Issues | Complaint Details Unavailable
3/12/2016 Billing/Collection Issues | Complaint Details Unavailable
3/12/2016 Problems with Product/Service | Complaint Details Unavailable
3/12/2016 Problems with Product/Service | Complaint Details Unavailable
3/8/2016 Problems with Product/Service | Complaint Details Unavailable
3/6/2016 Billing/Collection Issues | Complaint Details Unavailable
3/6/2016 Billing/Collection Issues | Complaint Details Unavailable
3/6/2016 Billing/Collection Issues | Complaint Details Unavailable
3/6/2016 Billing/Collection Issues | Complaint Details Unavailable
3/6/2016 Problems with Product/Service
3/4/2016 Billing/Collection Issues | Complaint Details Unavailable
3/4/2016 Billing/Collection Issues | Complaint Details Unavailable
3/1/2016 Problems with Product/Service | Complaint Details Unavailable
3/1/2016 Billing/Collection Issues
2/26/2016 Problems with Product/Service | Complaint Details Unavailable
2/26/2016 Billing/Collection Issues | Complaint Details Unavailable
2/23/2016 Problems with Product/Service
2/23/2016 Problems with Product/Service | Complaint Details Unavailable
2/21/2016 Problems with Product/Service | Complaint Details Unavailable
2/20/2016 Problems with Product/Service | Complaint Details Unavailable
2/20/2016 Problems with Product/Service | Complaint Details Unavailable
2/19/2016 Problems with Product/Service | Complaint Details Unavailable
2/19/2016 Problems with Product/Service | Complaint Details Unavailable
2/19/2016 Billing/Collection Issues | Complaint Details Unavailable
2/12/2016 Billing/Collection Issues | Complaint Details Unavailable
2/7/2016 Problems with Product/Service | Complaint Details Unavailable
2/6/2016 Problems with Product/Service | Complaint Details Unavailable
1/31/2016 Billing/Collection Issues | Complaint Details Unavailable
1/31/2016 Delivery Issues | Complaint Details Unavailable
1/29/2016 Billing/Collection Issues | Complaint Details Unavailable
1/27/2016 Problems with Product/Service | Complaint Details Unavailable
1/27/2016 Billing/Collection Issues | Complaint Details Unavailable
1/27/2016 Billing/Collection Issues | Complaint Details Unavailable
1/27/2016 Problems with Product/Service | Complaint Details Unavailable
1/25/2016 Billing/Collection Issues | Complaint Details Unavailable
1/18/2016 Problems with Product/Service | Complaint Details Unavailable
1/8/2016 Problems with Product/Service | Complaint Details Unavailable
1/8/2016 Delivery Issues | Complaint Details Unavailable
1/8/2016 Billing/Collection Issues | Complaint Details Unavailable
1/5/2016 Billing/Collection Issues | Complaint Details Unavailable
1/5/2016 Problems with Product/Service | Complaint Details Unavailable
1/4/2016 Billing/Collection Issues | Complaint Details Unavailable
1/4/2016 Problems with Product/Service | Complaint Details Unavailable
1/4/2016 Problems with Product/Service | Complaint Details Unavailable
12/31/2015 Problems with Product/Service | Complaint Details Unavailable
12/30/2015 Problems with Product/Service | Complaint Details Unavailable
12/23/2015 Problems with Product/Service
12/16/2015 Problems with Product/Service | Complaint Details Unavailable
12/14/2015 Problems with Product/Service | Complaint Details Unavailable
12/14/2015 Billing/Collection Issues | Complaint Details Unavailable
12/10/2015 Problems with Product/Service | Complaint Details Unavailable
12/7/2015 Billing/Collection Issues
12/6/2015 Problems with Product/Service
12/4/2015 Problems with Product/Service | Complaint Details Unavailable
12/2/2015 Problems with Product/Service | Complaint Details Unavailable
11/25/2015 Problems with Product/Service | Complaint Details Unavailable
11/24/2015 Problems with Product/Service | Complaint Details Unavailable
11/19/2015 Problems with Product/Service | Complaint Details Unavailable
11/17/2015 Problems with Product/Service | Complaint Details Unavailable
11/15/2015 Problems with Product/Service
11/14/2015 Billing/Collection Issues | Complaint Details Unavailable
11/9/2015 Problems with Product/Service
11/7/2015 Billing/Collection Issues | Complaint Details Unavailable
11/4/2015 Problems with Product/Service | Complaint Details Unavailable
11/3/2015 Problems with Product/Service
11/2/2015 Problems with Product/Service | Complaint Details Unavailable
11/1/2015 Problems with Product/Service
11/1/2015 Problems with Product/Service
10/30/2015 Problems with Product/Service | Complaint Details Unavailable
10/25/2015 Problems with Product/Service | Complaint Details Unavailable
10/23/2015 Billing/Collection Issues | Complaint Details Unavailable
10/19/2015 Problems with Product/Service | Complaint Details Unavailable
10/15/2015 Problems with Product/Service
10/14/2015 Problems with Product/Service
10/14/2015 Problems with Product/Service
10/9/2015 Problems with Product/Service | Complaint Details Unavailable
10/9/2015 Problems with Product/Service
10/8/2015 Billing/Collection Issues
10/5/2015 Problems with Product/Service | Complaint Details Unavailable
9/26/2015 Billing/Collection Issues | Complaint Details Unavailable
9/23/2015 Billing/Collection Issues | Complaint Details Unavailable
9/23/2015 Problems with Product/Service
9/20/2015 Problems with Product/Service | Complaint Details Unavailable
9/19/2015 Advertising/Sales Issues
9/19/2015 Problems with Product/Service | Complaint Details Unavailable
9/8/2015 Problems with Product/Service | Complaint Details Unavailable
9/2/2015 Problems with Product/Service
8/29/2015 Problems with Product/Service | Complaint Details Unavailable
8/28/2015 Billing/Collection Issues | Complaint Details Unavailable
8/26/2015 Problems with Product/Service | Complaint Details Unavailable
8/23/2015 Problems with Product/Service | Complaint Details Unavailable
8/22/2015 Billing/Collection Issues | Complaint Details Unavailable
8/21/2015 Billing/Collection Issues
8/20/2015 Problems with Product/Service | Complaint Details Unavailable
8/16/2015 Problems with Product/Service | Complaint Details Unavailable
8/15/2015 Problems with Product/Service
8/15/2015 Delivery Issues | Complaint Details Unavailable
8/12/2015 Problems with Product/Service
8/9/2015 Billing/Collection Issues | Complaint Details Unavailable
8/7/2015 Problems with Product/Service | Complaint Details Unavailable
8/6/2015 Billing/Collection Issues | Complaint Details Unavailable
8/6/2015 Billing/Collection Issues
8/6/2015 Problems with Product/Service
8/3/2015 Billing/Collection Issues | Complaint Details Unavailable
8/1/2015 Problems with Product/Service | Complaint Details Unavailable
7/31/2015 Problems with Product/Service | Complaint Details Unavailable
7/27/2015 Billing/Collection Issues | Complaint Details Unavailable
7/25/2015 Problems with Product/Service | Complaint Details Unavailable
7/25/2015 Problems with Product/Service | Complaint Details Unavailable
7/20/2015 Billing/Collection Issues | Complaint Details Unavailable
7/20/2015 Billing/Collection Issues | Complaint Details Unavailable
7/20/2015 Problems with Product/Service | Complaint Details Unavailable
7/20/2015 Problems with Product/Service | Complaint Details Unavailable
7/12/2015 Problems with Product/Service | Complaint Details Unavailable
7/11/2015 Problems with Product/Service | Complaint Details Unavailable
7/11/2015 Billing/Collection Issues | Complaint Details Unavailable
7/11/2015 Billing/Collection Issues
7/2/2015 Problems with Product/Service | Complaint Details Unavailable
7/1/2015 Problems with Product/Service | Complaint Details Unavailable
6/18/2015 Billing/Collection Issues | Complaint Details Unavailable
6/17/2015 Problems with Product/Service | Complaint Details Unavailable
6/16/2015 Billing/Collection Issues | Complaint Details Unavailable
6/7/2015 Problems with Product/Service | Complaint Details Unavailable
6/6/2015 Delivery Issues | Complaint Details Unavailable
6/1/2015 Problems with Product/Service | Complaint Details Unavailable
6/1/2015 Problems with Product/Service
5/31/2015 Problems with Product/Service
5/31/2015 Problems with Product/Service | Complaint Details Unavailable
5/30/2015 Problems with Product/Service | Complaint Details Unavailable
5/27/2015 Billing/Collection Issues | Complaint Details Unavailable
5/27/2015 Delivery Issues
5/27/2015 Problems with Product/Service | Complaint Details Unavailable
5/27/2015 Problems with Product/Service | Complaint Details Unavailable
5/27/2015 Problems with Product/Service | Complaint Details Unavailable
5/22/2015 Problems with Product/Service | Complaint Details Unavailable
5/18/2015 Delivery Issues | Complaint Details Unavailable
5/14/2015 Billing/Collection Issues | Complaint Details Unavailable
5/11/2015 Problems with Product/Service | Complaint Details Unavailable
5/9/2015 Billing/Collection Issues | Complaint Details Unavailable
5/9/2015 Billing/Collection Issues | Complaint Details Unavailable
5/3/2015 Billing/Collection Issues | Complaint Details Unavailable
5/3/2015 Problems with Product/Service
5/3/2015 Billing/Collection Issues | Complaint Details Unavailable
4/30/2015 Problems with Product/Service
4/28/2015 Billing/Collection Issues
4/28/2015 Billing/Collection Issues | Complaint Details Unavailable
4/20/2015 Problems with Product/Service
4/19/2015 Billing/Collection Issues
4/17/2015 Problems with Product/Service
4/15/2015 Problems with Product/Service
4/12/2015 Problems with Product/Service
4/12/2015 Problems with Product/Service
4/11/2015 Problems with Product/Service
4/9/2015 Delivery Issues
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3/12/2015 Problems with Product/Service | Complaint Details Unavailable
3/11/2015 Billing/Collection Issues
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12/31/2014 Billing/Collection Issues
12/31/2014 Billing/Collection Issues
12/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We contracted this company back in Aug.,2014 to provide service of propane gas. They were unable to provide these services so we terminated the contract. We contracted with another company who set up their tanks and connected us for service.We asked Suburban Propane to remove their equipment. They provided us with a date to remove their tanks and have neglected to pick up this equipment on 6 different occasions.These tanks are cutting off access to our back yard where we need to have septic service.At some point,even though the tanks were not installed anymore, they came out and filled the tanks.They have been billing us for service for three months now.We have been promised a removal date 6 times now and they never show up. Our other contractors will not move the tanks with their machines in fear of being charged some how with being negligent.We need these tanks removed so we can have a problem repaired to our home. This company is blatantly ignoring our requests simply because we choose to use another company. They are rude every time we call to speak with a manager and the manager never returns our phone calls.We need this resolved now.

Desired Settlement: We want this company to come and remove their equipment so we can move on

Business Response: The tanks have been removed.

12/14/2014 Problems with Product/Service
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12/10/2014 Billing/Collection Issues
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12/4/2014 Billing/Collection Issues
12/2/2014 Problems with Product/Service
12/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My mother died in March and in May I had Suburban Propane come out to her house and empty the full tank of fuel and take the 1000 gal tank out. I submitted all the death certificates they asked me for and I am still having a issue getting a refund. She had no written will and I am the only heir. All they do is give me the run around. I have been working with **** in Black River Falls Wi. and she has been working with someone named ******** in the cooperate office. I have just about had enough and my next step after you would be to contact an attorney. Also if I owed on the account they would charge me a Late Payment Fee, how about them paying me a Late Payment Fee!!! Also everytime I call I get a answering machine and no one ever calls me back and **** even admitted to me that she is in the office but doesn't always answer the phone because she is too busy.

Desired Settlement: Check by mail within this week or attorney will be contacted.

Business Response: We would like to resolve this matter as quickly as possible and are waiting to receive the certified letter to do so.

Consumer Response:
I am rejecting this response because:

I have sent many letters, death certificates and notorized letters and still have not hear any reasonable resolution to this matter.

Business Response: Please send the certified letter to the Attention of *****  ******  ** **** *** ** ******** ** *****

12/2/2014 Billing/Collection Issues
12/2/2014 Problems with Product/Service
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11/25/2014 Delivery Issues
11/21/2014 Problems with Product/Service
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11/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Recently, I decided to cancel service with Suburban Propane and switch to propane service with another provider (* * * ******). The * * * Energy representative promised that they would contact Suburban Propane and inform them to cancel my account and that they could pick up their propane tank - which I believe is a 300 gallon tank. Suburban Propane was contacted on or around September 10th, 2014 (by * * * Energy) to pick up the Suburban tank located in my front yard. About two weeks later (having heard nothing from Suburban), I contacted them - just to make sure they were aware of the service cancellation and to let them know that the tank is approximately 23% full of propane for which I expect to be reimbursed (minus any restocking fees they may charge). The Surburban representative told me that they were contacted on September 10th by * * * Energy of the cancellation and that they would be out to my house for the tank pick up within 45 days from the September 10th contact date. I believe the 45th day will be Saturday, October 25th. In addition to picking up the tank and reimbursing me for the propane left in their tank, I also have a $7.69 credit for which I should be reimbursed. The purchase price of the fuel from Suburban was $1.99 per gallon. Based on the

Desired Settlement: I expect Suburban Propane to pick up their propane tank, reimburse me for the leftover propane in the tank plus the $7.69 credit on the account, and then close the account.

Business Response:

 

 

Good Afternoon! I am responding to the above case number for **** *********. We have scheduled the tank to be removed from his property on Monday 10/27as long as there are no unforeseen circumstances and will credit him back the gallons and refund him the propane credit and $7.69 credit he already had.

Consumer Response: I am rejecting this response because:

Hi:

 

On October 23rd I filed a complaint against Suburban Propane, **** ******* ****** ************ *** 

 

The assigned ID # is *********

 

They were supposed to pick up my propane tank (which they did on October 27th).  They were to reimburse me for the remaining fuel in the tank (which my current propane provided stated as 23% full) plus a $7.69 credit which was on my account – minus the per gallon restocking fees.

 

I do not understand why I received the attached bill on November 3rd.  It lists the restocking fee and the $7.69 account credit, but where is the reimbursement for the fuel itself?

Business Response: The restocking fee was reversed and the refund has been processed. The account is now terminated.

11/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I discontinued my service w/ suburban because they were going to charge outrages prices for propane- (about $2.00 a gallon more than quotes I received from other LP co. in Reno.) I had approx. 50 gallons (20%) left in my tank when they came to get it- I was told I would get credit. The first lady I talked to said there would be a charge to come get the tank plus I had to pay the yearly rate as I had gone past the June due date for the rental on the tank($60.00) When all done I would still owe 5 or 10 dollars. I have never received any statement showing the credit for the propane or the charge for the rental or the charge for picking up the tank. I only received letters for the tank rental and threats to go to collection. When I called and asked for a statement showing the credit etc. I was told that the credit for the tank and picking it up was all "a wash" and I had to pay the -now $63.60 tank rental.and that I was misinformed by the lady I talked to before. On Oct.31 I called their collections(************) to pay the bill and to file a complaint and was told it was sent to their collection agency (************) and to call them-which I did and they couldn't find the bill "yet". I have been unable to get any statement or credit for the propane I sent back. I payed approx. $4.50 a gallon for that propane. I left my billing info. with the operator on the phone to pay the $63.60 they say I owe when she receives it.

Desired Settlement: credit for the propane that I sent back at the price that I payed- and a statement showing exactly all the charges and credit for the LP

Business Response: The manager discussed with the customer and updated her account with correct balance and sending new statement.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

11/7/2014 Problems with Product/Service
11/6/2014 Problems with Product/Service
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10/28/2014 Billing/Collection Issues
10/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I believe I"m unfairly charged $1.00 gal.(charge of 250 gal for $250.00) to have the return of tank with just over 250 gal of propane charged to pump back into their tank so it can be sold to another customer. I paid for it and all the charges to have it delivered. I am the widow of 26 year US Navy veteran with with only his Social Security. I am 82 and though I notified this company of his death (8-7-12) the bill is still in his name. Reason I cancelled: their early bird buy in would have cost me $1,200 more than the ***** Company I changed to.

Desired Settlement: To be reimbursed for the cost of $250.00 that was charged to pump propane into Suburban Propane main tank.

Business Response: The CSC manager spoke to the customer and resolved her concern to her satisfaction.

10/24/2014 Problems with Product/Service
10/20/2014 Problems with Product/Service
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10/17/2014 Billing/Collection Issues
10/16/2014 Billing/Collection Issues | Complaint Details Unavailable
10/16/2014 Problems with Product/Service | Complaint Details Unavailable
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10/16/2014 Billing/Collection Issues | Complaint Details Unavailable
10/14/2014 Problems with Product/Service
10/14/2014 Problems with Product/Service
10/8/2014 Problems with Product/Service
10/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: At the time of our contract renewal, I priced another company and got a cheaper quote. To give Suburban Propane a chance to compete, I asked them if they could match the competitor's price. They said they would match the competitor's price, so I allowed them to refill the tank. When I asked for a match, I meant an exact match. However, when I received the bill, it was not as promised. The rate per gallon was wrong and there were additional fees added. Also, the rental fee was more than the competitor's fee. At first, they corrected the price per gallon but refused to remove the extra fees. After much arguing and complaining, they adjusted some of the fees, but the total cost I owe them is still not an exact match to the competitor. I have already filed a complaint with the Attorney General, but they still refuse to adjust the bill to my satisfaction.

Desired Settlement: I want to receive a final fill with the correct amount totaling $326.00 including gas, tank rental, and tax. There should be no additional fees added.

Business Response: It has been confirmed that Suburban did in fact, agree to lock the customer into a price per gallon of $2.59 for a period of one year. The customer was initially invoiced an incorrect Price per gallon, but that has since been corrected. Suburban also agreed to a one time reduction of tank rental and one time removal of the Safety Practices and Training Fee in the interest of customer retention. The customer signed an Equipment Rental and Propane Purchase Agreement on July 21, 2011. The agreement sets forth the annual tank rental fee of $60.00, plus tax. Furthermore, our records confirm that Suburban's Terms and Conditions mailing was sent to the customer  Oct. 22 2013. Suburban will remove the late fee of $ 0.75 which brings the account balance to $336.40 due and owing. We have concluded there is no basis for further relief  to be granted.

Consumer Response:
I am rejecting this response because:  a match is a match, and a promise is a promise.  I was not told up front that the quote from ***** Propane would not be exactly matched.  If I had known that the bill would be more than what ***** quoted, I obviously would have switched to ***** since they had the cheapest price.  I gave you a chance to match their price to keep my business, and you promised you would. Now that you have deceptively retained my business, you want to go back on your word.  I do not accept this.  The quote we received from ***** Propane is $326.00, and that is what I agreed to pay and not a penny more.    

Business Response:

Suburban has adjusted the customers price per gallon to $2.59 for the period of one year as well as a reduced Tank rental fee and removal of the Saftey Practices and Training fee. We have determined there is no basis for additional relief to be granted.

10/7/2014 Problems with Product/Service
10/3/2014 Problems with Product/Service
10/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have taken care of my elderly grandmothers well being and finances for over ten years now. This company has been delivering propane to her for the last year and a half to a faulty tank that we lease from them. This was only caught because I noticed an extremely large amount of gas being delivered to a woman who is 92, does not cook and receives meals on wheels. She is on a fixed income and this was making her cut many corners to make sure this bill was paid. It was only after I requested a service call to the home, did they find the leak. Once the leak was found, I was notified that they would credit her $56.50 - they never even went back to see what her regular usage was, they just blamed her for not noticing the leak (which was the regulator on the tank outside). She is very feeble and cannot get around well so noticing a leak outdoors would be very unlikely. Why is it the consumers responsibility when its the equipment they lease from the company that's faulty? I on the other hand, questioned the bills, and asked for a two year report of her payments and credits after the leak was fixed. I found out that the tank hasn't been replaced in over ten years and the leak was ongoing for over a year and a half... I am very concerned for the elderly in general - if it wasn't for being her caregiver, she would still be paying high propane bills today. This company did not go out of its way at all to help her but they have no problem attaching late fees to their account when they don't receive their payments in time. I guess they only look at their customers accounts when its good for them. I think it is very important to show what companies can and do to our elderly when a caretaker isn't there to watch over their finances and well-being.

Desired Settlement: I would like to have her account reviewed and credited for the charges she paid over the last year and a half for unused gas that was wasted on the part of the company, not the consumer.

Business Response: The CSC Manager called and discussed  and has agreed to credit 24 gallons due to the leak at the regulator and low usage over the past 7 years.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

9/29/2014 Problems with Product/Service
9/28/2014 Problems with Product/Service | Complaint Details Unavailable
9/28/2014 Problems with Product/Service
9/26/2014 Problems with Product/Service
9/24/2014 Billing/Collection Issues
9/24/2014 Problems with Product/Service
9/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a long history with Suburban propane and I feel their practices are VERY unethical and downright corrupt. First of all I was with a great company called Rocky Mountain Propane. I had billing with them and I was sending payment to them every month. They were great to work with. Somewhere along the way Suburban propane bought them unknown to me. I kept sending regular payments to Rocky Mountain Propane all the while it was now owned by Suburban Propane. Then one day Suburban came to my house, jumped my fence and turned off my propane. They left a contact tag. I was shocked because it was cold out and we had no heat nor hot water for my children and family. They never contacted me nor knocked at the door to let us know. I contacted the number on the tag and Suburban said they do not need to contact me as my bill is delinquent and they can shut off whatever and whenever they please. The ladies name was ******* that I spoke with. She had the service tech turn our propane back on and gave me a billing schedule. I made the payments on time. I told her DO NOT FILL ME AGAIN. When our payments fulfilled the requirements they again came out and filled me at an exorbitant rate. So much that I was even shocked which is hard to do. I called Suburban propane again and complained about this and the lady said she had no record of not wanting them to fill. I again told her DO NOT FILL MY TANK. I have two fireplaces and it is much cheaper to buy wood and heat than using Suburban propane. I called several other propane companies and they were all around $2.00 per gallon cheaper. I told Suburban this fact and they did lower their price per gallon to their competitors. I again made arrangements to pay my bill off and I did. Then once again they showed up when we were gone and filled again at the super inflated price. I again called and they said they never showed me not wanting propane. I made a complaint with a manager and she said she took me off auto f

Desired Settlement: Reduce my bill which shows the amount returned to them and credit me that amount. I will not accept anything less. I request that they credit my account from the price they over charged me per gallon when they filled- not the price per gallon propane is now. The propane in the tank is still usable and must be credited.

Business Response: An attempt was made to contact the customer, his contact number does not offer an option of voicemail so an email was sent to the customer.

Our documents show the tank was picked up on 6/25/14 amd at that time fuel remaining in the tank was 35% (175 gallons). We so not typically credit fuel remaining due to the expense associated with pump out and restocking , however it has been authorized to credit the customer for the remaining fuel. In addition the late fees have been credited  associated with the 1/2/14 delivery and the rental fee generated 6/14/14.

With all credits applied the remaining balance is $ 63.02

The CSC manager would greatly appreciate the opportunity to discuss this issue with the customer, and can be reached at ************ ( ****)

9/11/2014 Problems with Product/Service
9/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I AM A SERIOR LIVING YEAR ROUND ON FIX INCOME USING PROPANE FOR COOKING ONLY.IN SEPT 2013 I GOT A BILL FOR $60.00 FOR NOT BUYING PROPANE IN THE LAST YEAR. I CALLED THE OFFICE IN ***** AND WORKED OUT A WAY WITH THEM THAT THE BILL WOULD BE DISMISED AND I COULD USE THE 8% IN MY 120 GAL TANK AND CALL THEM WHEN IT WAS ENPTY.IN AUG. 23 2014 FOR $60.00 FOR NOT BUYING PROPANE IN LAST YEAR I CALLED THE LOCAL OFFICE AND THEY WANTED TO TRADE TANKS EVEN THOUGH I HAD 8% IN MINE AND THE $60.00 BILL WOULD BE DISMISSED.I TOLD THE PERSON TO SEND ME THE 8% IN MY TANK IN THE SMALLER TANK THEY WOULD BRING ME ON AUG28 DOING THIS PROPANE TRADE WOULD NOT GIVE ME A BIG BILL FOR PROPANE AN WE AGREED ON THIS TRADE.ON TUES AUG 26 THE TANK WAS DELIVERED.TWO DAYS EARLY THEN I HAD TO CHANGE MY DAY TO STAY SO THE MAN COULD LIGHT THE PILOTS ON MY STOVE.AFTER THE TANK WAS SET THE MAN TOLD ME THE TANK WAS FULL 44 GALS I TOLD HIM I DID NOT WANT THAT MUCH.THAT MEANS THAT A BILL IS COMING FO $175.00 OR MORE.THAT MUCH PROPANE WILL LAST ME YEARS.THE MAN CALLED THE OFFICE AND TOLD ME THE OFFICE WOULD CALL ME HE DID AND SAID HE WOULD TALK TO HIS BOSS AND CALL ME WED.NO CALL ON WED. SO I CALLED THE OFFICE AND GOT NO ANSWER I CALLED 3 TIMES.NOW IT IS THURS AND A MAN FROM SUBURBAN PROPANE JUST CAME TO CHANGE MY TANK WITCH WAS DONE ON TUES.AND NO PHONE CALL FROM THE OFFICE YET THIS IS THURS.I CANT TALK TO NO ONE AND I HAVE A BIG BILL COMING THAT WILL BE HARD TO PAY.AND AS MUCH PROPANE AS I HAVE I WILL BE GETTING MORE BILLS FOR $60.00 FOR NOT BUYING MORE THATS NOT FAIR Product_Or_Service: PROPANE

Desired Settlement: DesiredSettlementID: Other (requires explanation) I WOULD LIKE THE MAIN OFFICE IN ATLANTA GA. TO READ THIS

Business Response: We credited the customer the 9.6 gallons from the 120 tank and charged him $2.299 per gallon for the35.4 gallon differential. The balance after the credit is $81.38 which we offered to split up payments on a budget for him. As it stands we have provided free service and a reduced gas rate for the customer.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

******* ******

9/5/2014 Delivery Issues | Complaint Details Unavailable
9/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I engaged Suburban Propane for home fuel delivery from 2010 to 2012. I had very poor and unreliable service and in 2013 cancelled the service. Despite calling the office and then sending letters numerous times, they continued to deliver unwanted fuel and continued to bill for 'future services' - a service contract for the coming year. After 5 contacts from January to October in 2013, culminating in a complaint to the Vermont Public service board in October 2013, they finally removed the charge for the service contact. Of note, when they delivered fuel after I cancelled services, I still paid for the fuel although I felt there was no legal obligation to do so. The current issue is that I am now receiving bills for late fees and interest charges based on not paying for the service contract 'on time' that I had so desperately tried to cancel. I never utilized that service. I object to getting charged for late fees and interest for a bill that should never have been generated.

Desired Settlement: Ideally I want them out of business. They clearly have a deeply embedded unethical business practice. I will settle for adjustment of the bill, with a letter of acknowledgment from them that this was billed in error (in case of have any future credit report issues) and then I never want to hear from them again.

Business Response:

The customer was billed a tank rental in error, it has been removed and there is zero balance and the account is terminated. We apologize for the error and inconvenience.

Consumer Response: I am rejecting this response because:  there is nothing on the bill that states that this was a tank rental.  Nevertheless, they have reportedly cancelled the charge.  They still don't deserve to be in business but I will accept closure of the complaint.  I appreciate the assistance of the BBB.


Business Response: The customer stated in their rejection they consider this matter closed, there is nothing else Suburban can do that we have not already done, the account is closed with a zero balance.

9/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Re Acct# ***********, I dealt with the Durham NC store.. To start I have never had gas in my house until.I purchased a gas stove.That was July 2012.. My first delivery was beginning of Nov 2013, $75.96. I paid this. No realizing I recd another delivery I recd another bill for $141.93 I did think it was odd, but I paid anyway on Dec 18 ,2013 not to get a late charge. Two days later a lady named ******** calling because I hadn't paid the bill. I told it I mailed it and did talk to her about the gas used as odd because I only have a gas stove. At that point she looked at my acct and realized the delivery was not delivered to my house. But my acct # was used. She told me to put a stop payment. I told here I was sure the would just refund the money. I now know that the $75.96 was not my either. Over the winter I tried to call to get this straightened out. Every time I tried to get the Durham Store on the phone I was sent to another office and put on hold, 9 times I tried and was always put on hold for at least 30 minutes. Than I would hang up..Customer no service. 0n July 17,2014 I sent a certified letter to the Durham store. The never accepted the letter and was returned to me Aug 8' 2014... I am due a refund of $217.89... My acct # was being used another customer. This needs to get straitened outage a refund sent to me. My next stop is to go to my local ABC News Trouble Shooter .. I have been trying to get this straight of 8 months now and have never been able to speak to a human. Thank you in advance,

Desired Settlement: To get my $217.89 back ASAP

Business Response: A refund was processed on the 19th of August and should be received within days.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

9/4/2014 Delivery Issues | Complaint Details Unavailable
9/3/2014 Problems with Product/Service
8/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On or about July 19, 2014 we had a service call from Suburban Propane due to lack of hot water. This problem could not be rectified, because parts needed to be ordered twice, and sent by mail to our home. .Suburban sent a service man from ***** ****** * **** to fix the problem. It took 18 days and 5 visits for the hot water to be available to us. ***** ****** issued a bill for $490.00 which my husband payed. This amount was reached by charging us $110 service call plus $10.00 fuel charge, and tax. We feel that after numerous phone calls to Suburban, we were wrongly charged by ***** ******. The tankless hot water heater was under warrenty by *******

Business Response: The customer called reporting they had not had hot water, a technician was in the area and stopped by the residence. The customer told the technician they had the unit re-wired  by an electrician because they were selling the house, and had not had hot water since. The technician determined something had been shorted out and let them know we do not do warranty work for ******* He gave them the name of a warranty contractor and also called the contractor to let them know what what the issue seemed to be. The contractor found the transformer and module board had been shorted. they ordered parts and ****** sent the first part ( a transformer) and it did not arrive and had to send another. Then they sent the module board, they would only send one part at a time. ****** covered the parts under warranty, but does not cover the labor. The charges in question are for the travel and labor of the warranty service contractor. Suburban is not a warranty service contractor for ******. The dispute should be with ****** , not the contractor or Suburban.

Consumer Response: Complaint: ********

I am rejecting this response because:

We called the electrician because we had no hot water. His correcting of an improperly installed electrical hook-up did not cause the problem

Regards,

***** *******

Business Response: As stated previously, Suburban does not do warranty work for ******* and the delay in repair was due to parts not received from their company.

8/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This the 2nd time I had a gas smell/leak in my house, the first time was 2008 on both occasions Suburban did not proceed properly putting my life and property in danger! On this particular occasion, July 3, 2014. they did send a tech to my house and he claimed there was something wrong with the turnto my gas stove. I was told to get a repairman. I had to order a part and get a repairman in at my own cost. I was w/o a stove for weeks. After fixing the stove, both myself and repairman still smelled gas but he thought it may be residual. I called Suburban a couple of times more they told me I indeed did not smell gas!!! their tech assured them! Because I was told it might be the stove, I went out and purchased a new stove. After the tech from Suburban installed the new stove( at a high cost, also), I still smelled gas!! Now with the cost of a part, an appliance repairman and a new stove, I was in deep financially. Suburban still told me I COULD NOT BE SMELLING GAS!!! The customer service repeatedly treated me like I was an idiot. They finally shipped me to a manager named ****** ***** listened to me but insisted on speaking to the appliance man who told them he felt there was a problem and someone should come out because that was a Friday, they were waiting till the next week but before that could happen, I ran out of gas, that's why the constant gas smell. the fumes were coming up from the bottom of the tank. As if that was not bad enough the delivery person didn't want to deliver till Monday at which time he delivered and then promptly shut down the tank saying it had a problem. back to calling Suburban they had to send out a tech again. Today 8/14/2014 someone named ***** called and told me I owe a previous balance and needed to pay up. I am on the budget plan, had no previous balance, paid my budget bill had not had a delivery of propane for OVER A YEAR!! How come nobody knew the gas smell emanated from the fumes at the bottom of the tank.

Desired Settlement: In my opinion, Suburban cost me over $1200. in unnecessary costs not to mention my time and the fact that customer service ignored my needs and questions. Nobody contacted me or ever said I had a balance, they did not have any issues with my billing process. I need a refund check for all costs totaling $1200.

Business Response: The issue has beeen resolved to the customers satisfaction.

Consumer Response: I accept the terms. As of 8/27/2014 I have had all issues resolved. Thank you BBB and Suburban Management Team.

8/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I 've been trying to get someone to call me back to schedule a pick up for my propane tank in whick they sent me a bill for payment but they say they will credit when they pick it up. I have cancelled service with them for an ongoing problems. They seem to not call people back when they cancell service with them I talked to numerous people Regional Manager ********* ***** ************ and Local Manager **** ******* ************ and they all would call me in which they haven't. why do I have to pay and then never get someone to pick up my tank?

Desired Settlement: I would like someone to call me and set up a date @ time for me to be there when they pick up the tank and get this issue resolved.

Business Response: The tank pick up is scheduled for August 29th and a credit will be issued at that time.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

8/27/2014 Problems with Product/Service | Complaint Details Unavailable
8/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was a customer of ***** propane beginning in July/August of 2012. ***** propane was purchased by Suburban propane sometime in late 2012 or 2013. I contacted Suburban propane in July of 2013 regarding the possibility of price matching a competitors offer. I was informed by the lady who represented Suburban that she was unable to price match, but would lower my rate to $2.23 per gallon. I accepted this verbal offer and continued with Suburban propane. I received a fill up a short time later and was surprised to see a higher price per gallon than I was verbally quoted. I contacted Suburban propane and was told the price fluctuates. I said I understand this, but I was verbally quoted a specific price for my fill-ups for the heating season. I received fill-ups through out the winter and the price increased at every fill-up. I asked to speak with a manager at one time, and never received a phone call back. I spoke with **** in the local office to let her know I did not want anymore deliveries from Suburban and that I would have a company contact her regarding taking over my propane needs. She informed me that Suburban will not sell their propane tanks. I informed her that this tank was not installed by Suburban. This tank was originally installed by another propane supplier. This did not seem to matter. I spoke with **** again on 07/18/14 regarding what would happen to the propane already in the tank once it is removed. I was told it would be re-stocked. I would be credited my purchase price for the propane less $1.00 per gallon for a re-stocking fee.

Desired Settlement: I want the propane tank on my property left in the ground and sold to a propane supplier of my choosing at fair market value. I want a refund for the price gouging that has taken place for this 2013-2014 heating seaon.

Business Response: The manager spoke to the customer and explained our under ground tank policy and the market conditions which took place this past winter resulting in higher selling prices. The customer is still interested in changing suppliers without digging up the tank or restocking fees, the manger offered to have the competitor contact him directly to make the tank transition with them.

Business Response: The manager spoke to the customer and explained our under ground tank policy and the market conditions which took place this past winter resulting in higher selling prices. The customer is still interested in changing suppliers without digging up the tank or restocking fees, the manger offered to have the competitor contact him directly to make the tank transition with them.

8/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Four months ago our home was converted from propane to natural gas and I have been trying to get Suburban Propane to evacuate the remaining gas from our in-ground gas tank and come remove the tank. I have called the main call center telephone number numerous times to get this done to no avail. There is an outstanding balance on my account which will be satisfied once the credit is issued from Suburban for the remaining gas in the tank but now Suburban is threating to send the matter to a collection agency and they also sent two big men to my front door demanding payment of the outstanding balance, which scared my wife to death. On Wednesday, 7/30/14, I called our local Suburban office in Rolesville, NC and spoke to **** in an attempt to get this resolved once and for all and she told me there is now a $600.00 tank removal fee, which when I contacted the main call center number of Suburban 4 months ago I was told there was no fee to remove the tank and none of my neighbors have had to pay any fees for the removal of their tanks. After speaking with **** and not willing to schedule the removal of the tank for a $600.00 fee, I called the main contact number for Suburban and spoke to Jill who told me she couldn't help me and the department I needed to speak to was busy so they would call me back. It is now three days later with no call back from anyone at Suburban. Suburban's continued lack of action in this matter after I have made numerous attempts to resolve this situation should not allow them to send my account to collections and harm my credit.

Desired Settlement: I want Suburban to live up to the information I was told when I placed the disconnect order with them 4 months ago, which is: 1. Evacuate the remaining gas in the tank and provide me with the credit I was told I would receive which will eliminate the balance on my account, 2. Remove the in-ground tank at no cost, and 3. Not send the matter to collections.

Business Response: The customers tank will be removed in 2-3 weeks and the manager *** ****** is willing to negotiate the pick up and pump out fees. Please contact *** ** ************

8/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am President of Hidden Valley Park, Inc. We discontinued using Suburban Propane for our LP needs about 100 days ago and they came and picked up their tank and what gas was in it. Since that time they have been sending us a monthly bill with a credit balance of $ 995.00. We really would like to have them send us this. We have made two telephone calls and I have just sent an E-mail complaint using their web page. Product_Or_Service: LP Tank and Gas Account_Number: ***********

Desired Settlement: DesiredSettlementID: Refund We would just like them to send us a check for $ 995.00

Business Response:

The CSC manager has contacted the customers and they have reached a resolution. A refund has beeen processed.

8/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called my local Suburban Propane provider back in April to let them know that I would no longer be living in the current residency as of May 13 and to return the account information back to the home owner. I paid my account up to my end date, but Suburban has not switched the account information out of my name and they have been sending me bills and late notices every month since then. I have called 4 times in the last two months to get this taken care of, but they have done nothing and they are telling me that I still need to pay for the services that were provided after I had called to end service. I have given them the home owner's contact information and they have told me every time that they would take care of this, but clearly it is not taken care of. During my second call to them they told me that they would put a lock on the meter in order to get the home owner to call them, but this isn't the case as I have a bill in front of me from a reading from 6/13 - 7/11.

Desired Settlement: There is an account charge of $95.09 that needs to be cleared and I need to no longer have an active account as I have cancelled my service as of May 13, 2014.

Business Response: The matter has been resolved to the customers satisfaction.The balance is zero, refund processed and account terminated.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** *********

8/20/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 8/1/14 I called Suburban for pricing and delivery scheduled. In June, the price I was quoted was $1.75 gal so it was suggested to me by a female representative at Suburban that I wait because the price would more than likely go down. I called 3 diff times on Friday because I was curious about how the pricing worked. The first time I called, I spoke with *****. She first stated that my account price was $1.99 gal. When I gasped and said that is higher than in June, she stated that the price on the board was $205. Then she said that she could bring it down to $1.89. When I told her that I was quoted $1.75 in June, she said that she did not have control over the pricing. However, she put me on hold and then said that she could bring it down to $1.79. I said I needed to talk to my husband. She then said ok we can do $1.75. With the number of changes in pricing I was a little concerned. I then said again that I needed to talk to my husband. She stated that she would make a note in the file but that she couldn't guarantee that I would get that pricing. I called a little later and pretended I was a new customer. Technically I am because I have never received propane from Suburban. All they did was take over the account from Rocky Mountain Propane. The price I was given by ***** was $1.69 and the tank rental was $67/yr. On my 3rd call, I spoke with ***** again as a current customer. She stated my price was $2.24. I had to laugh and said that this is the highest price of the day. She said that this is the price on my account. Then, I asked what the tank rental is suppose to be-she said $70. She said that I paid $129.06 in 2013 & $130.13 in 2014 . I asked since I have over paid could I get credit on my account for the difference. She put me on hold and said that because it was so old that she couldn't change the rental charge, but she could make it $35 for 2015, then said sorry she could only do $50. See continuation on "desired outcome"

Desired Settlement: Then, we went back to the propane pricing. I told her that earlier today I was quote $1.75. She looked on my notes and found that pricing-so she said. We set up the $1.75 price and a delivery on 8/11/14. The more and more I thought about all the different prices, the more I felt compelled to tell higher management. I have felt like I have been not only misled, but that the sales representatives are very unethical in that they can make their own price at any time. Something needs to be done about this and I am hoping that a different sales practice will not only be put in place, but enforced. Due to all this headache, worry and concern I would like to request a credit of $259.19 ($129.06 + $130.13) to my account and a pricing of $1.49 for the propane to be delivered on 8/11/14-we have a 1,000 gal tank. This will allow a total of $893.77 to be used for this purchase of propane for a total of almost 600 gal. Please help me with this. Thank you. **** *********

Business Response: The manager and customer have reached a mutually agreed upon resolution.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** *********

8/14/2014 Billing/Collection Issues
8/14/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing because of a series of problems that I have had with my heating company, Suburban Propane. The most recent involves an unauthorized delivery of propane made on July 11, 2014. But over the years, I have had a number of issues which bear on the current problem. To summarize: Unauthorized delivery. On July 11, a propane delivery was made even though I am a will call (for delivery) customer and my propane tank was 40% filled. I was not notified of the delivery beforehand and over the past 15 years have rarely if ever received a delivery during the summer. Suburban Propane is now requiring payment for a delivery that I will not use until October and may never use if I move. Can Suburban Propane require immediate payment for a delivery that I did not request? High to exorbitant pricing. The initial per gallon charge for the July 11th delivery was $4.00, a rate that is higher than I paid during most of this past winter. After calling, the rate was lowered to $3.06. Suburban’s initial rate is nearly $2.00 per gallon more than the rate my parents, who live in NJ some 30 miles away, would pay for a delivery from their propane company ***** ********) if they requested a delivery. (We both use the propane to heat our homes and both have 500-gallon tanks.) If this difference were a one-time event, I could attribute to market fluctuations, but large differences in the price have existed for years. On rare occasions, the difference has been as small as $0.20 per gallon, but it is typically between $0.60 and $0.80 per gallon, and has been as large as $2.00 per gallon a number of times. Do NJ consumers have any recourse or protections against exorbitant rates? Restrictive contracts. Last year, Suburban Propane implemented the use of a pre-buy contract for customers who wanted to lock in a fixed rate for the upcoming winter season. Prior to that, a phone call would lock in a rate. The contract states: “No credit(s) or refund(s) of any kind will be issued to a Cust

Desired Settlement: Payment for the delivery made on July 11 should not be expected until mid Oct when I would have ordered it. My access to the pre-buy contract should not be contingent on a outstanding balance because of the July 11th delivery which I did not authorize and did not need. Payment for any undelivered propane as part of the pre-buy contract should be wavered by Suburban Propane if a person moves.

Business Response: The customer's concern was addressed prior to the receipt of the BBB complaint  and an agreement has been reached that resolves the matter.

8/14/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I called the local suburban propane service provider on 7/15/14 to request a fill up of my propane tank. I was told that delivery would be on Friday of the same week, 7/18/14. I called again on Thursday 7/17/14 to confirm that I was on the schedule for delivery on 7/18/14 and I was assured by the customer service rep that I was indeed on the delivery schedule for the next day. The delivery was never made on Friday. This is the second time I have had this company promise me delivery of fuel and it never arrives. I called the service provider on friday evening and was told that if I now want a delivery on Monday I will have to pay an additional fee which is unacceptable to me! I shouldn't have to wait until the following week for delivery. If i run out of fuel then i would have to pay a fee for them to come out and bleed the system and reset it. For a company who's sole purpose is to provide a delivery service to customers they do not do a good job of meeting their commitments.

Desired Settlement: I would like delivery of the fuel on Monday 7/21/14! And I do not want to pay additional fees for this delivery!

Business Response: The CSC manager has resolved the customers issues and is applying a good will credit to her account for her inconvenience.

8/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have never had a contract or service from Suburban propane. The tank has been shut off and locked since before I ever purchased the house. They offered a free service to my realtor, where they drop a tank on site with 15 gallons in order to do home inspections, where Suburban must be present to unlock the tank during the time of inspection, and is shut off after and then re-locked. They stated that they provide this service free of charge so that their tank with their name is on site for the new buyer, and it increases the likelihood of a new owner calling Suburban Propane first, thereby making it more likely Suburban will gain a new customer. My realtor had to call Suburban to set this up. They also told him that this is a free service to realtors, and he is available to corroborate this. I have called no less than 5 times regarding being sent a bill for $65 to my address. Everytime, I explained the series of events. Everytime, the Suburban employees in which I spoke to, confirmed this is a free service they provide to realtors, and that it would be taken care of. I was told repeatedly that all charges would be erased. The third Time I called after receiving a bill, I told them to come get their tank, and to stop sending me bills for services never rendered. They claimed at this point that it is a tank rental fee. They also said that I should not be receiving bills for this and it would be taken care of. A few weeks later, they sent someone out to my address! They guy was asking why my bill was unpaid, that they can take the tank if they want, etc. I told the guy the situation, and that I told them to come take the tank whenever. He responded by asking why I wouldn't want to keep the tank as a backup and just have it filled. I told him to take the tank and I am calling again. After calling again, they once again said it will be taken care of, and charges dropped. I received a bill again today, a month later.

Desired Settlement: I would like for this matter to be resolved with all charges dropped and absolutely no future contact, by mail or otherwise, after the outcome of this complaint has been reached. I demand an apology for my wasted time, and for Suburban's decision to send out an employee to essentially, harass me. Although the employee was understanding of my situation and not rude, he still attempted to talk me into keeping the tank for the yearly rental fee as a just-in-case backup. I have not received any services, I did not rent any tank. Suburban chose to leave it on my property, shut off, and locked, without any written or oral acceptance of mine for any service. This tank was left on the property in the aforementioned state, prior to my purchase of the home. Nothing regarding Suburban Propane was in the agreements I signed during the purchase of my home. If Suburban refuses to honor their initial agreement, and pursues my realtor for payment, I will be sending a bill to Suburban for space rent.

Business Response: Tank was picked up on 7/21 Account is terminated with zero balance.

8/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After much difficulty caused by Suburban Propane, I arranged to have the prior owner of my home (hereinafter, the "Seller") purchase a 1000 gallon propane tank leased from Suburban Propane. Suburban insisted on selling the tank to the Seller prior to closing rather than selling it directly to me. All of the necessary paperwork was submitted and ownership of the tank was transfered at closing from Suburban Propane to the Seller and subsequently to me. Today, six weeks after closing a Suburban Propane technician came onto my property unannounced and locked the tank. When my wife ran outside to ask him what he was doing he lied to her and said he was only doing a reading. When she told him Suburban no longer owned the tank he told her that he had locked the tank and that there was nothing he could or would do to unlock it and that we would have to call the ********** office to straighten this out. He then ran to his truck and drove away refusing to speak to my wife in person or me on the phone. We are waiting for the police to arrive to file a report and I am preparing a lawsuit to be filed against Suburban as I am a partner in a large New Jersey law firm. This is absolutely the worst, most dishonest and disorganized company to do business with. They were a nightmare to deal with in connection with the tank purchase and now they have resorted to illegal and unconscionable business practices. I called them over 90 minutes to get this straightened out and still have not recieved a return phone call.

Desired Settlement: I want my propane tank unlocked TODAY. If that does not happen I will be pressing charges for trespassing among other things and seeking monetary relief through the lawsuit I will be filing. I will also be seeking a restraining order forbidding anyone affiliated with Suburban Propane from setting foot on my property.

Business Response: This situation has been resolved with the customer.

8/6/2014 Problems with Product/Service | Complaint Details Unavailable
8/6/2014 Problems with Product/Service
8/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Suburban Propane took over my previous propane provider, Agway Energy. In 2002-2003 I purchased a 330 gal propane tank from Agway for heating a newly built swimming pool. I would purchase my propane from Agway each summer. There were NO other fees associated with my relationship with Agway. Suburban acquired Agway some time thereafter and I began purchasing propane from Suburban as needed for some years. At one point I began to get billed an approximate $10 fee which I complained about many times. The fee was waived at times but, after repeatedly receiving billing notices and calls, I finally agreed to pay as "maintainance fee". This continued until recently when I received a notice increasing my "fee" from $10+ to $70+, due to "increased steel prices". When I refused to pay the increase, I was told that I would have to as part of the "rental contract". I do not remember ever signing a rental contract with Suburban or Agway, rather I recall having purchased my propane tank outright from Agway in either April 02- September 03. Though I no longer have the paperwork associated with that transaction, I asked Suburban to produce the alleged RENTAL Agreement. They are unable to do so but are insisting nonetheless that I am renting the tank, they own it, and am responsible for "rental fees". They have stated that they may have lost the copy of this alleged rental contract "due to some floods they suffered". They are also insisting that the burden of proof of my ownership of the tank is on me. All I have is my recollection, the approximate date of installation, and the person's name who installed the tank from Agway (Art Tobasco).

Desired Settlement: I would like Suburban to cease billing me for "rental related fees" unless and until they can show me a signed rental agreement with either themselves or previous owner Agway. I do not think this proof is forthcoming as I recall purchasing my tank however. Unfortunately I have not retained any purchase or billing correspondence with Agway from that far back.

Business Response: Thank you for bringing your concern to our attention. We are sorry to hear about the issue you are experiencing with Suburban and the fees you are being charged. Unfortunately, we are not affiliated with Suburban Propane. We do not conduct business nor are we working in any partnership with Suburban Propane.  

Our recommendation is that you review the rental agreement you have with Suburban to make sure those charges are being assessed according to the agreement/contract in place. If, you do not have an agreement or a contract, we recommend that you contact your closest Suburban dealer and ask for the charges to be waived. The best way to resolve these issues is to speak with a representative of the company and to explain your situation.
 
Again, these are simply recommendations based on our general knowledge of the Propane Business.
It’s important to keep in mind that every company operates differently and have their own governing rules in place to manage their business. We do not know what your previous company sale to Suburban Propane included. More often than not when these acquisitions are made the new company adds the previous company’s account base to its existing customer base and requires customers to follow Suburban Propane policies and procedures. We don’t know if in fact that is what happened in your situation but there’s is only so much info we can give you in regards to other organizations.


We hope I was able to steer you in the right direction with your complaint.
          
If you have any further questions or comments regarding this matter, please feel free to contact me directly:
 

 

Business Response: Several attempts to reach the customer have been made unsuccessfully. A message has been left to call the manager ***** **** on her cell phone.

It has been concluded  that the tank was a special order purchased to sell to customer in 2004, the tank was set but not billed to the customer,at least under this account. The tank is more than 10 years old, with a depreciated value , the manager recommends conceding tank ownership , relabeling tank as customer owned , and getting an updated signed customer owned tank agreement and removing tank rent from customers profile. We will take these actions when the customer calls back and we can confirm the customer will sign an updated agreement.

Consumer Response: Hello
i would be more than happy to consider your offer if you would supply a phone or email contact for ***** ****.
I am rejecting this response because:

Consumer Response: I am rejecting this response because:
Thank you for the contact information. I will attempt to directly contact ***** **** in order to seek a solution to the complaint.
Her contact information does NOT in and of itself provide any closure to the original complaint. I will inform BBB if and when such a solution is reached and close the complaint at that time.
Thank you.



8/5/2014 Problems with Product/Service | Complaint Details Unavailable
8/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For 3 months I have been receiving a bill from Suburban Propane for propane gas that I did not order for $122.62. I talked with them after the first bill and was told they fill tanks at random so they would not be overcome with filling tanks in the fall. I told them I had not requested the propane and had not requested any since 2010. That is correct according to their records. They said to ignore the bill, that they would remove the tank for $75 (at my request) and then credit my account for the rest. I went through the same process last month and now again this month as I have received the same bill again. They gave me a specific date to remove the tank. July 18th. It is still sitting here on July 22nd. I do not appreciate the filling of my tank when it was not requested, the delay of removing the tank and the poor record keeping.***** ********* ******* ******************* ******* *** *************** ***********

Desired Settlement: DesiredSettlementID: Refund I would like the matter resolved and my account credited for $122.62 minus the $75.00 to remove the tank.

Business Response: The manager spoke to the customer and their tank will be removed next week.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]


I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

7/30/2014 Billing/Collection Issues | Complaint Details Unavailable
7/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new vacation home that came with a Suburban Propane tank. The tank is 20% full. I contacted Suburban Propane to understand the service and the options when I need a refill. They sent a contract that I was not sure if it is the best option. I contacted other suppliers and obtained more information. In the mean time Suburban came in and disconnected my tank without any authorization or communication one day before July 4th holiday week end! They left the tank in place but plugged the connection. I arrived in the evening to find no propane for cooking. Contacted suburban. Their answer was because I failed to sign the contract!. I explained to them that the tank has 20% that I have paid for in the act of me buying the house. they own the tank not my propane! They said they will come out and reconnect for $200 fee and if I sign their 5 year contract. Basically put me under the gun to sign their contract and charge me $200 to use the propane I paid for. Completely outrageuos and uncalled for a nd poor business practice to say the least.

Desired Settlement: Suburban propane needs to compensate me for loss of service and excess to my propane. 20% of 47 gallons is roughly 10 gallons of propane aat Suburban's quoted price of $3.89/gallon that is rougly $40 plus $200 emergency service to have another company come and connect a new propane tank.

Business Response: The tank was plugged after trying to reach the customer for over a month both by phone and mail. A notification of shut off was sent notifying the customer of the shut off if no response was made by 6/27.

We will offer to credit the gas in the tank and not charge a restocking fee if the customers chooses not to sign a contract.

Consumer Response: I am rejecting this response because: I want to get paid for the unused gas in the tank and not just get a credit. I have no intention of doing business in the future with this company so a "credit" will be useless. They need to pay for the gas.

Business Response: The customer will be paid once the tank is picked up, we will weigh the tank and the propane will be assessed at the same price per gallon that was originally billed. Please contact the office to provide an address the refund should be sent to.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. It is unfortunate that it took this long for the company to see the obvious.

Refund should be sent to the same address they are picking the tank from!

7/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been respectively requesting for one year (since August, 2013) to have my propane tank removed. I have been promised numerous dates with no one showing up. I called yesterday (July 21, 2014) and was told the "calendar was full" and that Janice would have to get with the Manager and would call me today (July 22, 2014). I told the very nice lady (******) that I expected a call today or I would contact the BBB and that I thought one year was more than enough of being patient and that I was sure those that had the "calendar full" had not waited an entire year for service. It is now 6:17 pm and they close at 5 pm. They are again hoping I will just go away. I want them to come get the propane tank and refund the money due me. I have truly been patient and been told by numerous people that I was "blowing in the wind" if I really thought Suburban Propane would do what they promise. I am at the end of my rope and do not know what to do but contact the BBB. I sincerely appreciate any help you can give.

Desired Settlement: To have the tank removed and my money refunded NOW. I do apologize if I appear angry as I am not, just extremely frustrated as I have never encountered a company that behaves in such a total disregard for their customers and obviously does not care about their reputation. I did not know when I first engaged Suburban Propane that they had such a bad reputation in the community. I appreciate any help you can give.

Business Response: The manager has talked to the customer. The tank has been picked up and we arranging for a refund to be issued immediately.

Consumer Response: ****** ******** *******

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ****** with Suburban Propane called and apologized which I accept.  The tank has been picked up and I have been assured that the refund will be forthcoming shortly.  I asked ****** if one (1) month is an appropriate amount of time to wait for the refund and he assured me it was.  I will wait until August 23, 2014 to see if the refund arrives.  Thank you BBB for your help in this matter.  It is greatly appreciated.

7/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Demand of payment for gas delivery. With no notification of delivery or proof that delivery was ever made. Supposed delivery occurred after written notification to stop all deliveries. Repeated harassment for payment with no proof of delivery ever produced. Notice this for the 1st time last year. Thought honest mistake until it happened again this year. Now wondering who is filling their grilling tanks at our expense. Was already going to stop dealing with them due the number of deliveries made when rate increases happened and not on a steady basis as agreed.

Desired Settlement: To inform other customers of this companies practices and to get the company to respond to all written complaints and/or request of services made on their web page or by voice mail message left on the customer service line

Business Response: The manager contacted the customer and they discussed his concerns and came to a mutually agreed upon resolution.

7/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We cancelled service with Suburban Propane (Windsor, CT location) due to their prices being much higher than their local competitors. We received our last delivery from Suburban on November 22, 2013 and notified them December 12, 2013 that we were cancelling our service and requested they pick their tanks up so we could receive our refund for the unused propane. It is now June 2014 and the propane tanks are still sitting in our yard. We called them mid-March 2014 asking why the tanks had not been picked up and were told it was due to winter weather and that our account had not been flagged for tank pick-up. We were told they would flag our account for pickup and would come when they could. In April 2014, we called asking why the tanks had not been picked up and we were told our account had never been flagged for pick-up, but they would flag our account and someone would come the following week. We repeated this process in both May 2014 and June 2014. Both times we were told our account had been flagged for pickup, and they were not sure why the tanks had not been picked up yet, and that they should be picked up the following week. Again, the tanks were never picked up. Additionally, while waiting for the tanks to be picked up, we received a bill dated June 14, 2014 for a tank rental fee. This fee is charged when you go a certain amount of time without a propane delivery. We should not have been charged this fee as the only reason we still have the tanks is because Suburban has not picked them up.

Desired Settlement: I would like the tanks picked immediately. They have been sitting in my yard 6+ months after cancelling our service and I want them gone. I expect our refund to be processed and sent to us promptly once the tanks have been picked up. Due to the frustration and effort we have had to put in to this process, I do not expect to be charged any tank close-out/pick-up fee. Additionally, I will not be paying the $10.64 tank rental fee as we never would have been billed for this fee if the tanks had been picked up in a reasonable amount of time.

Business Response: The tank was picked up this past weekend, all monies owed have been credited to account and she will recieve a refund of that balance within the past two weeks.

7/11/2014 Problems with Product/Service
7/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Suburban Propane came on to my property without my permission, filled my propane tank without my permission, then has continued to bill me and harass me about it for the past two months. When I requested a copy of the agreement to verify what type of service I had agreed to, not only does the form NOT allow for them to do business in this manner, but also, my signature on the service agreement was apparently forged by someone else, as it is not mine.

Desired Settlement: They need to change these unethical practices. They (******* *********) needs to stop contacting me.

Business Response: The customers balance has been written off.

7/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: There are multiple Natures of my complaint. First, My Propane company that I had been using for several years was acquired by Suburban Propane. Once acquired they basically just sent out paper work saying "Hi we are your new provider, please sign here". Not thinking anything of it we sign and send back the papers. No copy of that was sent to us for our records. No one called to explain the real nature of my complaint. After we received our first fill of propane I was shocked to discover that they were charging me over a dollar more per gallon than my previous company or other competitors in my area and they were also charging a couple of junk fees that no other company I had used in the past was charging. I called them to discuss price and they were only willing to drop the price by a few cents per gallon and they did take off the junk fees. However the price per gallon still remained over a dollar more per gallon. I told them I was not willing to pay that price and will be switching Propane providers. Once I cancelled I got another bill from them. They charged me $100 for them to come out and pick up their own Propane tank. They also charged me 75 cents per gallon restocking fee, which is just absurd. They also drove over an area of my property that is not designed to be driven on and caused some damage. I did discuss these complaints with one of their representatives. They said they would send someone out to fix the damage and never did. This was 3 months ago. They refuse to adjust the final bill for settlement. The customer service and business practice of this company is horrible. They should have explained there business practices up front. My neighbor also switched companies and they have not picked up their tank out his yard yet and that was 3 months ago. Absolutely un professional. My propane company I have now only charges for propane plus tax, no other junk fees or hidden charges if you change.

Desired Settlement: I am willing to settle the bill for what I actually owe. I told them this up front. They are not willing to adjust the billing or even talk about a settlement. They seem to think its their way or no way and this un acceptable. They also owe me for damages done to the rocks they drove over, but they don't want to talk about that. They need to take off and adjust for the absurd charges on the bill and I will settle my payment. Since they are not willing to send out someone to fix my rocks, I will have to hire someone to that. Then they will get a bill from me.

Business Response: The CSC Manager and the customer discussed his concerns and came to a mutual agreement.

7/10/2014 Problems with Product/Service
7/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been smelling propane gas and complaining about it for the last two years-my health has been affected-the staffat Suburban Propane informed me that propane is not dangerous unless it explodes -the poison center however gave me a list of symptoms which confirmed my suspicion that propane leaks could be my problem. When Mr. **** *******; branch manager of the Lebanon office was confronted with my question -whether they were trying to kill me and whether I should consult an attorney he then made a request to have my propane tank replaced with a new tank. My MD confirmed that I have had a miraculous recovery since the removal of the old tank; which I had constantly complaned about for the past two years.

Desired Settlement: Refund for propane lost over 2 year period-unclear as to how much propane was in my old tank and how much propane was put in my new tank-I did not receive any paperwork on this transaction. I would also like to have some compensation for my medical expenses.

Business Response: This issue has been turned over to our Risk Management Department for review. They will contact the customer directly.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

7/6/2014 Problems with Product/Service
7/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This is the absolute WORST vendor our company has ever worked with. You can't talk to real people or anyone at your local branch...EVER. They do not return phone calls, or deliver messages. I ran out of heating fuel twice last winter and could not get serviced. We regularly ran out of fork-lift propane because they did not deliver on schedule... sometimes missing by 1 or two weeks. No response to complaints, at all. After years of horrible customer service we switched to AirGas and never knew what we were missing.

Desired Settlement: For their own good I would hope that someone in the company would take a hard look at their customer service department. They absorbed our very reliable and local propane company and everything went down hill steadily from there. I can't explain how much of my valuable time they have wasted over the last two years. I simply can not get anyone to respond to my many complaints, so I decided to leave my "exit interview" on the BBB website. The fact that they are not even accredited is very telling.

Business Response: The manager contacted the customer to discuss his concerns.

7/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 2013 ******* LP Gas of Addison, NY was purchased by Suburban Propane. As a result of previous cost issues with Suburban Propane I chose to change suppliers. I froze deliveries and depleted the propane gas supply in my 500 gallon tank. I negotiated with Loucks Propane and switched suppliers in October 2013 and contacted Suburban Propane (*******) that their tank had been disconnected and was available for pickup. The Suburban representative stated that there were a number of former ******* customer tanks to be picked up and I would be placed on the list. I had a considerable balance of between $300.00 and $400.00 with Suburban. This account cannot be closed until the tank is picked up. The 500 tank is close to the edge of my driveway and could have been picked up at any time throughout the winter. The cement blocks used to level the tank and their regulators are with the unit. It is currently in my way for lawn maintenance. I start calling the Horseheads office in late March early April 2014 in an attempt to have tank picked up in a timely manner. I typically call after receiving a statement. In May 2014, I offered to send a storage contract if they needed to store their tank (I could at least move it into the hedge row). In June I offered to transport it to the Addison location. I'm always told politely that they will contact the appropriate department and it will be picked up. I believe that I have been patient and that 9 months is sufficient time to schedule a pickup. I feel that part of the issue is that they do not want to return my credit. Please help me in this matter. Thank you.

Desired Settlement: I would like the 500 Gallon Tank picked up, the account closed and receive the appropriate refund in a timely manner.

Business Response: The tank has been picked up and refund processed.

7/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: the last delivery of propane was made early In 2011. upon completion of the delivery I notified Suburban P. "do not deliver any additional gas until notified by me." these instructions were honored until May 2014. 53+gal. of gas were delivered with absolutely no prior notice {no one was home}.I called the office and told them to remove the gas that was not ordered. Suburban P. Since then the only response that I have received is monthly invoices which add 18% interest to the account balance .I want the gas removed .Incidentaly, they are charging me $6.40 PER GALLON. Iam 80 yrs. old with dying wife and massive medical expenses I need help. A possible solution is to recover 53.6 gal.of propane or remove the underground tank , fill the excavation and,resod the lawn.

Desired Settlement: see abovecomplaint

Business Response: Spoke to the customer and agreed to remove the 53.6 gallons. Explained that we hsve a minimum usage which is part of his agreement, which we mailed a copy. Updated his records to remove water heater and dryer out of the system. Uses gas for fire logs and gill only.

6/27/2014 Problems with Product/Service
6/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have cancelled my service with this company due to other matters. It has been over 40 days since I have done this and the propane tank is still sitting in my front yard. I have called and talked to a costumer representative on 7 different occasions without the issue being resolved. The tank will be picked up at their convenience with a $65 cancelation fee

Desired Settlement: I would like the tank removed and the cancelation fee waived.

Business Response: As of 6/16 the tank has been picked up. We apologize for the delay!

6/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company that I contracted with was Legacy Propane. I have had them since about 2003. Suburban Propane bought them out and since then the service was horrible and prices were going up every time they came out as well as additional fees. I cancelled service with them and they would not come out and pick up their tanks. They said they would come when they had a truck that was in my neighborhood. After 4 months of their tanks sitting in my back yard and them promising to pick them up and not doing so I called and told them to come and get them or I would have a recycler come and haul them off. They came out and picked them up, finally, and stole my regulator and valve. Shortly thereafter they sent me a bill for $100 to come out and pick up their tanks. I called and complained and the lady was very nice and said she would talk to her manager as he was out. She verified the regulator and valve were mine and put the price to rebuy them at about $125. I thought nothing of it until today I received a bill for $90.00 for a "close out fee". With taxes and a late fee you guessed it $99.94. I am not going to put up with it. I am sure there are a lot of people upset with them, and that is why they did not need their Propane tanks back right away. I am sure they have a surplus. My new company has done very well for me. I asked them to compare the amount Suburban charged versus the price they would have charged over the same time and I would have saved over $200.

Desired Settlement: I want the $200 plus the $125 for the regulator plus take that $99.94 off my bill. That is only fair!

Business Response: The manager spoke with the customer and addressed his concerns. He was charged a pick up fee and close out fee which are standard tank removal fees and one in the same. There was only one fee of $90.00 plus tax. Because of the length of time it took to pick up the tank the fee has been removed as a courtesy. I explained the regulator is leased with the tank and is noted in his signed service agreement which is being mailed to him. There is no evidence of over-charging him and the customer has a zero balance.

Business Response: The manager spoke with the customer and addressed his concerns. He was charged a pick up fee and close out fee which are standard tank removal fees and one in the same. There was only one fee of $90.00 plus tax. Because of the length of time it took to pick up the tank the fee has been removed as a courtesy. I explained the regulator is leased with the tank and is noted in his signed service agreement which is being mailed to him. There is no evidence of over-charging him and the customer has a zero balance.

6/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My mother-in-law had an account with Suburban in Delaware, which her son and took over payments under the account. Upon moving out, we continued to make payments under an agreed plan, but no longer received the bill for the outstanding amount owed. Payments were made directly from our bank account to Suburban Propane under the account number provided. Around March 2014, we contacted Suburban to determine the status of the account and were told that we were due a reimbursement of $200. They had been attempting to send it to the beach address, which was no longer a good address. At that time, we provided the correct address to send the payment at our new address. After a couple weeks, we did not receive the reimbursement, and received a phone message from a **** ****** with Suburban. She advised that the check had been returned as undeliverable for some unexplained reason. We then contacted the 800 number Ms. ****** provided. Eventually, we were transferred to a *******. He indicated that he had discovered the problem and would be resending the check. He left his direct line at ***** ********, and advised to call back if we did not receive it shortly. After a couple weeks, we did not receive the reimbursement. I called *******, re-explained the situation yet again, and again was advised that the check would be mailed. Again, no check was received, and I contacted ******* again. This time he advised that his supervisor was involved and we should have the check within a few days. Again, to date, we have not received the reimbursement check. I called ******* again today, and he indicated that, in fact, he had turned the matter over to the local office (whatever that means), and had no information on the status of the check. At my request, he transferred me to his supervisor, which just sent me to a voicemail. When I called ******* and explained my frustration and inquired how the situation would be resolved, he hung up on me.

Desired Settlement: Quite simply, I would like Suburban to return the amounts due us as they themselves indicated as promptly as possible. I am utterly baffled at the difficulty they seem to be having in simply mailing a refund check. I believe at this point, the amount refunded should include interest, given the extreme delay.

Business Response: Our Accounts payable dept. re-issued  two new checks on the 17th of June.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

6/23/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Contacted the ****** *********, MD Suburban Propane office to inquire about price at ***** ******** and was told to come by on Thursdays for the sale pricing on 20# tank refills. Today 6/19/2014 I drove to the ****** *********, MD Suburban Propane office and found a notice on the door. The notice stated that the ****** ********* office was permanently closed and left a phone number to call. I called the phone number that was on the notice and spoke to a customer service representative at their Hollywood, MD location. I was told that the ****** ********* office had been closed for quite a while and that they only filled propane from their Hollywood, MD location. Their Hollywood, MD location is not even close to my home. This is another example of underhanded sales technics by businesses.

Desired Settlement: Reimbursement for my gasoline expenses, $10.00

Business Response: We apologize for the inconvenience and would be happy to pick up their tank and fill it and return it. Please contact the Hollywood office.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Suburban Propane agreed to pickup my 20# bottles and fill them at no cost to me.

6/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On my statements for Jan this year I had a -credit on my account of 774.00 which was called payment transfers.I assumed meant I had money to be used on my account . Feb.statement showed -709. March showed -644. May showed 0000. mY final balance due is now $1269. the payment transfers were never posted to my account. There seems to be some discrepiences in their bookkeeping. I just want to get what is due me. I had $700 fuel assistance and had been paying 158. per month previous to that and $65.a month in 2014.I have called them to get an answer to what happened to the money which looked like a credit which suddenly disappeared with no change in my final balance. They got upset when I called a second time saying when I figure this out I will call you.

Desired Settlement: I want the money that has been paid into my account to go to my balance on my account. There is still $644. unaccounted for.

Business Response: The customer was contacted and her statement explained to her. All late fees will be removed.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

,

6/21/2014 Problems with Product/Service
6/20/2014 Problems with Product/Service
6/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I own a child care center in Fairfax and decided to go with a local propane vender instead of a big corporation at the beginning of this heating season. I called suburban propane to pick up their tank. By law they have to give me a refund for the amount of fuel that is in the tank at the price I paid for it within 20days (which was over a dollar more per gallon than the local vender). Bottom line they lied about the amount of fuel I had in the tank and gave me a check for about 25% of what I really had in the tank. Doing a quick search on the internet reveals this is common practice for them.

Desired Settlement: I am seeking a refund of $750.00

Business Response: We received the customers information about the detailed explanation of how he came to believe how much gas was in his tank, and discussed with him his concerns. We are certain the full dollar amount due to him , we credited 27% based on the guage reading, and after pumping the gas out, the amount returned to inventory was 25% of the tank volume. Therefore the amount of the credit was actually more than what was owed. We can not credit your account for more than 27%, we have refunded more than what was pumped out.

Consumer Response: I am rejecting this response because: Because they are outright lying about the amount of propane that was in the tank. I weigghed it my self before it left my location and i figured it had about 70% in it. I had them remove it in sept. and they had filled it in june of the previous spring. I do not use propane for anything else than heat. I did not turn the heat on at all in those months. Try to explain where over 50% of the tank went. They are crooks. After spreeding the word of what they have done to me I found out many other deceptive practices they do. Like automatic delivery with budget billing. They on purpose deliver at night to charge an after hour bill. then they let people run out so they can charge for emergency fillup and restart. One person I had talked to. paid about 2200.00 for propane one year. Then the next year when he signed up for automatic and budgeting. This year his heating cost went over $6,000.00. They need to be stopped and held accountable for their decetive practices. I do not plan to stop my efforts until I am fully re-paid. $750.00 is what I am due.

Business Response: In response to Mr. ********* rejection, Suburban Propane,L.P.(Suburban) refunded Mr. ******* $429.87 on November 15, 2013. This is more than we owed him. This was conveyed to Mr. ******* in Suburban's original response to the complaint he filed with your office and in an e-mail sent to him on December13, 2013 by our local manager
There is nothing more we can do for Mr. ******* reguarding this matter.

6/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We were not supposed to be on automatic delivery when suburban bought out our previous propane company. Propane was delivered to our home unasked for and unannounced when no one was home. To access the tank the delivery person opened a gate to our yard and did not close it. Our dog was in the yard and when I got home for work was running free in the street. The speed limit here is 50 mph. Thank god he was still alive after being left free for over an hour. There was a bill left in the door charging us $5.37 a gal for propane which in our area is insane at the time the most closely priced competitor at our usage level was charging more than a dollar per gallon less and others were charging even less than that. The company was informed in person and by e-mail to corporate that they almost killed our dog they did not even respond. At the same time we told them that we were not supposed to get auto delivery, and the price was exorbitant and unacceptable. There was never any response to the email in anyway. In person we were told that they would buy the propane back at a dollar per gallon restocking fee for gas we didn't ask for! They also charged a late fee because we had not paid at the time of unexpected delivery of $5.20.

Desired Settlement: My husband already paid them in full so they would not ruin our credit. I am willing to pay a reasonable rate for the gas. I believe the last delivery before that was aprox $3.60 per gallon but I think the rate went up some during the winter and unlike this company I am a reasonable person. At the time of delivery I believe the nearest competitor was priced around $4.20 and others were even lower than that. I will not accept a refund at more than $4.20 per gallon and it really ought to be less per gallon. I want the "late"fee refunded as well. I also demand an apology for the distress of coming home to find my dog loose and their failure to even respond to this in the past.

Business Response: The manager had spoken to the customer when this originally happened and apologized for the gate being left open and discussed with the driver. We will be re-posting delivery at $4.20 gallon and removing late fees.

6/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Suburban came and lockeded my tanks today with absolutely no warning ,no attempt to contact me via mail or phone. In speaking with the representative she said they tried to call. However I have Comcast voicemail that shows everyone that called, whether you missed the call or not and in looking at the list of calls Suburban was not on the list at all. Which shows they never even tried to contact me. To give a little background their gas regulator was leaking for an undetermined amount of time letting gas in the atmosphere instead of keeping it in the tank for our use. So in the middle of winter I had to make an agreement with "****" to get at 50 gallon credit not really knowing how much was lost. Also they swopped out my tanks because we ran out of gas on one of the coldest days of the year because their gauge didn't work. I have been trying to pay on my bill and had every intention of paying my bill I just payed 101 dollars on my bill ,so it shows I was trying to pay.

Desired Settlement: I am seeking an apoplogy for lying and saying they called me when they did not call me or send any written warning whatsoever something I have proof of. They also should unlock my tanks and give me time to pay my bill I just got my unemployment and I could pay more on my bill I just was surprised that they didn't contact me at all before locking the tanks.

Business Response: The manager is going to contact the customer to work out a payment arrangement and unlock the tank.

6/13/2014 Billing/Collection Issues
6/12/2014 Problems with Product/Service
6/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received an invoice from Suburban Propane for the propane rental and promptly submitted a check in which they cashed it. Then I receive another invoice and LATE BILL from Suburban Propane! They need to communicate with their accounting department and correct this issue. Account_Number: 1771-139445

Desired Settlement: DesiredSettlementID: Other (requires explanation) They need to communicate with their accounting department that they have already cashed my check and correct this issue.

Business Response: Spoke with the customer and explained that it was administrative issue where 2 accounts were set up in his name. We corrected the issue by having one account set up and there is now a zero balance.

6/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In April, Suburban Propane - located in Chester, NY ************ - billed me twice with two different account numbers. I inadvertently paid both. Each bill was for $503.48. I have written to the headquarters in New Jersey, as instructed, in order to get a refund for their billing error. I have also called the location in Chester. When I called ten days ago, I was told that my refund check was in the office waiting to be processed. I called again today, May 15, 2014, because I still have not received my refund check. Today I was told that the woman who handles this type of service is not in. When I explained my problem, I was told that even the office manager is unable to help me as the only employee who can is not in the office today. I am willing to go into the office in Chester to pick up my check, however the employee on the phone said she would be unable to give me my check that way. I have been waiting for a refund for several weeks as of this date. Suburban Propane has been completely unhelpful.

Desired Settlement: I would like my refund check to be processed and mailed to my address or made available for me to pick up ASAP.

Business Response: Discussed with the customer her refund was processed on5/15/14 and check was mailed on 5/19.

6/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My local gas company I had been doing business with for years went out of business and were bought out by Suburban Propane. I had always prepaid for gas . My last tank I purchased was from local company prepaid 2/15/2013. I was in a bit of a jam when I went to get more gas and doors were closed. I had to make other heating arrangements. Last fall the tank was picked up by Suburban Propane and soon after I received a bill for $135.00 close out fee.I have trouble with that since they didn't supply fuel and only picked up a tank they acquired from my local gas company. Since the $135.00 has doubled an apparent billing error. This seems like robbery and I can't understand why/how I should be billed at all. I never had any contract or agreement with those folks.They went out of business in our area then tried to rob us.

Desired Settlement: DesiredSettlementID: Other (requires explanation) bill waived. I shouldn't owe

Business Response:

The customers location was relocated to a different suburb of Raleigh in sept of 2013.The $135.00 is the standard tank removal fee since the acquisition of Inergy at which time customers were notified of standard fees.

6/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We contracted with another provider in Jan. 2014. At that time we requested our rented tank be removed. Two weeks later tank was still present in my yard. We called again, response was basically "they are busy and have other things to do." Four months later, in May 2014 tank was still in my yard. We called again, this time to a toll free number. Our information was taken. We were told there was no pickup order entered, but this would be forwarded to the manager. Two days later someone calls and asked for our account number so he could "pick up our tank." Two weeks later in late may 2014, tank is still in my yard. We call and get the run-a-round again. "They are busy and we must wait in line." It is now early June 2014. The tank is still here. I am simply wanting it removed ASAP! I think five months is long enough. Account_Number: unknown

Desired Settlement: DesiredSettlementID: No settlement requested - for I would like for them to step up and provide decent customer service, and remove this tank. Maybe they should pay me for storing the tank in my yard.

Business Response: The tank will be picked up by June 7th.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

6/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We signed secured plan contract with Suburban Propane on 9 August 2013. In September/October 2013 Suburban Propane REFUSED to continue delivering Propane unless safety concerns cited by their technician were addressed. Mind you that, the technician was sent here at our request (the customer) to convert the newly purchased gas range into propane. If we had not made that service request, there would have been no safety inspection and I would still be receiving the delivery from Suburban Propane like past 10 years. If safety is important to Suburban, then they should have sent the inspector on their own prior to signing the contract. In past 10 years, not a single technician has come to our property for safety inspection. However, we tried to address their concerns and made recommended changes. It still didn't satisfy them, and wanted me to do expensive modifications, with winter just around the corner. I had no choice, but to go to a more reliable Propane supplier for the upcoming winter. The new Propane supplier has no safety concern what so ever. I made several attempts by phone to resolve this issue with Suburban Propane. My current balance with Suburban Propane is -354.07, that means they owe me 354.07. Instead of refunding my money, they are demanding $1464.22 according to bill dated 20 May, 2014 for the propane amount that was signed on the contract, but THEY refused to deliver. Therefore, I expect full refund of $354.07 from them.

Desired Settlement: Businesses have responsibility to deliver their commitments and if there are concerns, give reasonable time to customer to address the situation. And certainly don't have customer sign the contract and add conditions later. In my scenario, Suburban Propane did the honor the commitment of delivering the propane according to the contract.

Business Response: A refund in the amount of $354.07 will be processed and the account terminated. The refund can be expected within the next 15 business days.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

6/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have an agreement with Suburban Propane given to me by them, dated August, 2011 for a period of three years. It will expire this August, 2014. It states that the "Minimum Monthly Purchase Requirement is eight dollars ($8.00). I am a COD-will call customer. In April I made a three hundred dollar payment ($300.00), and telephoned to set up a delivery date. I told them I wanted a three hundred dollar delivery made. I was told by their employee who answered that they will not make a delivery of less than one hundred (100) gallons of propane. I told them that no place in the agreement, I was given by them , is it stated. I was told the delivery would not be made. I told them to refund my payment, which they did. I have my statement to prove that I made the payment, and that it was returned to me. This company is adding a requirement of purchase , after my agreement dated August,2011. I can forward copies of my agreement and my statement if you need to see them. I would like to know if what they did is a violation of any business practice. I have filed complaints regarding this matter with the New York State Attorney General's Office and the Department of State, New York State Consumer Protection Department, along with all copies of the agreement and statements. I have advised Suburban Propane via Certified letter, that I will not be renewing my agreement with them in August, 2014. I will also be filing a complaint with the Ulster County Department of Consumer Affairs along with copies of the agreement.

Desired Settlement: I do not wish any resolution with the company. As stated above, I notified them the agreement will not be renewed in August, and I will not be ordering any further product from them, EVER. Any and all requirement in a binding agreement should be CLEARLY stipulated in said agreement. If adding requirement after the agreement is signed is not considered an acceptable business practice , I would like the proper authorities notified.

Business Response: Called customer to return call, we will refund the credit on accountand remove the tanks with no re-stocking fee as well as credit customer for any propane remaining and waive the 3 year early termination fee and close account.

6/2/2014 Problems with Product/Service | Complaint Details Unavailable
6/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In dispute with, Suburban Propane:In November of 2013, I contacted Suburban Propane to turn on the gas for our gas fireplace here at ******* ******** *********s. The man that came to turn on the gas, could not get the fireplace to work properly. One week later, Suburban sent a repairman to work on the fireplace again, and could still not get it to work. So, the repairman turned the gas off. We never had working service, yet we have been receiving bills every since. Suburban continues to charge us for no service. I have called and email the manager of the Gainesville FL office, ***** ********, many times to resolve this problem. I have been told every time that it will be taken care of, and the account would be closed. Yet, the following month I will receive another bill. I have taken this matter to my apartment complex manager, who then spoke to Mr. ******** on my behalf. Mr. ******** explained to her that he was doing me a favor by keeping the account active, that way when I wanted service in the future, I wouldnt have to pay all of the activation deposits. She then gave me Mr. ********s cell phone number, in which I called right away and spoke to him again. I explained to him that I will be moving out of the complex and will not need their services in the future, and to please close the account and stop holding me an my credit hostage, that what he was doing is against the law and unethical. He said that when he arrived at the office, he would look at my account and call me back. He never called back. I tried calling him again, still no call back. Today, I just received another bill from Suburban Propane. I have never dealt with anything like this in my life. How can a company, with no contract, continue to bill someone monthly with no service provided.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Close my account at a zero balance, and send me a document verifying that. I have good credit and want it to stay that way.

Business Response: The customer has been contacted and her issue has been resolved to her satisfaction

5/31/2014 Problems with Product/Service
5/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My initial problem occurred when Suburban Propane delivered propane to my home w/o prior authorization. They made no attempt to contact me in advance. They filled the tank even though it was only 53.1 gallons from full capacity. I was charged $313.24 @$5.899/gallon. I drove 80 miles round-trip to their office in Athens, TN to complain. They reduced the price to $4.1299/gallon, which I promptly paid. I then received notice that my annual tank rent was increasing from $35 to $75, an increase of 214%. I made arrangements for another company to disconnect Suburban's tank & place it in front of my house for pickup. I called Suburban's customer service & terminated them. They picked up the tank, which contained 48.8 gallons of propane. I received a credit for the propane in the amount of $201.54 @$4.1299/gallon & was charged $134.07 for a "close out fee" & sales tax! Their local service office is less than 10 miles from my house & can be driven in 15 minutes. The tank was easily accessed for pickup. The amount charged is exorbitant at best & completely unethical at worst. Product_Or_Service: Propane Order_Number: N/A Account_Number: ******************

Desired Settlement: DesiredSettlementID: Refund I respectfully request a more reasonable "close out fee" of $50 ($5/mile) & a refund of the balance.

Business Response: The manager has spoken to the customer and his issues have been resolved.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

5/29/2014 Problems with Product/Service | Complaint Details Unavailable
5/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company failed to cancel a take away order in their system after I paid the bill in full. I contacted the company and they were not willing to restore my service in a manner that would be appropriate to my schedule.

Desired Settlement: Restore service at no additional cost to me on a day that I will be at my residence.

Business Response: The manager discussed with the customer and the tank will be re-set

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




















5/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a problem with Suburban Propane. On 2-10-14, I requested information regarding recent billing on an account for propane where the buried tank had been turned off, disconnected from any appliances and its gauge showing 55% full (yet their records indicate 80%). I’ve received so many different reasons for the out-of-the-blue delivery that the entire situation smells fraudulent. I’ve asked for documentation pertaining to the delivery (the tank gauge is still shows the same amount of propane prior to the delivery, the tenants use above ground tanks from another propane vendor and they don’t remember any Suburban Propane deliveries). Finally, I did get a copy of the cost of the tank and sent the amount requested ($415.80) on 3-6-2014 to a *** ***** (New Jersey manager) to retain ownership of the buried tank. Originally, the tank bill was for $985, but their salesman (retired) told me the tank was approximately $400 and when I questioned the higher billing amount, the tank’s value was changed to reflect the amount quoted to me by the salesman. The new value was close to the value as suggested by their sales agent. Although I’ve retained the paperwork, there has been no acknowledgment of the payment. I have requested the driver’s paperwork to support their version of all deliveries prior/day of/after the phantom delivery to my property, but I’ve received nothing. Conversations with Suburban Propane agents, their collection department and managers suggest there is no single file (customer notes) being referenced regarding my account. I spend more time restating the issue, hearing yet another reason for the invoicing than making forward progress in resolving the problem. Explaining the truth to any customer should be a simple process, but when the vendor offers multiple reasons for billing an account showing no activity for years, this raises a person’s suspicions. I have the money to pay the amount requested, but I have no indication this fradulent bill.

Desired Settlement: I would like a full explanation with supporting signed documentation of recent charges on an inactive account. This account has been inactive for years and somehow the vendor decides to fill a disconnected tank with propane, witnessed by no one and through multiple agents of the company suggest numberous explanations on what the charges actually represent. Who in their right mind would pay a bill generated after years, without any proof and with so many random explanations for the bill? Has anyone ever heard of "the truth shall set you free"? Who ordered the delivery? I didn't and Suburban Propane didn't want my tenants as customers..... Where is the paper trail? Show me....

Business Response: THe Customer opened their account for a rental property in ********** NY in Dec. 2004. An underground 500 gallon tank was installed 11/29/2005.  The last transaction before the billing on the account for the tank and 400 gallons of propane on October 1st 2013 was a credit of 400 Gallons given to the customer on 9/24/2007. The gallons were put in a wharehouse  so the customers tenant could set up an account when they moved in  and they would be billed for the propane. We have no record of anyone setting up an account for tghis underground 500 gallon tank. We tried to contact the customer to get information on the tenant and were unsuccessful.  We discovered the tenant had an above ground tank from another supplier in Sept of 2013, so we billed the customer for the full value of the tank and the 400 gallons put in storage. 

In Feb. of 2014, the manager decided to only bill the customer $415.80 for  the 11 year old tank. The customers account will be credited $243.63 from the $901.89 balance, which will bring balance to $658.26 which is the value of the 55% of propane that was in the tank. The manager acknowledges the customer paid for the tank but still owes for the propane gas in the tank.

5/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Suburban propane billed me $60.74 for not delivering any propane. They sent a driver out, not at my request, then because I did not need any propane, they told me I had to pay a delivery fee. I would like y money back. Product_Or_Service: propane Account_Number: ***********

Desired Settlement: DesiredSettlementID: Refund refund of 60.74

Business Response: The customer incurred a minimum bill as per his agreement with Suburban. The customer did not use any propane during the calendar year and received an anuual delivery. After review of the account history the manager decided to reverse the minimum bill and refund the customer his payment amount. The customer should receive his check within the next 10 business days.

5/16/2014 Billing/Collection Issues
5/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Last summer I prepaid "early buy" 243 gallons of propane. This winter I had 113 gallons delivers and was told that that was all I could have delivered due to "shortage of propane" I did not complain I was understanding. On 4-16-14 I called to see why I had not had the rest of my propane delivered. I was told that they would not deliver less than 200 gallons, I stated that they hadn't had a problem delivering less than that this winter. I was told that they would not deliver less than 150 gallons and that I could pay for the difference or forfeit the 130 gallons I had prepaid. I had it delivered on the 17th of the month. I was charged 70 cents per gallon more than my parents who bought propane the exact same day (they live 17 miles away and have a different propane provider.) and 30 cents more than the regional average for the week. I agreed to the extra propane so I am to blame, but I do feel that I wasn't given a choice, but to charge that much extra is really pouring salt in a wound., then I was charge a delivery fee on top of that, something I would not have had to pay if all my propane was delivered at once as was promised.

Desired Settlement: Would like to warn anyone who is looking for a propane provider of what they are getting themselves into.

Business Response: On 4/17/2014 the customer had the remaining 114.3 gallons delivered to complete the contract. The minimum fill was lowered to 150 gallons instead of the normal 200 gallons as a courtesy to the customer. The customer had 35.7 gallons delivered above the 114.3 gallons at the normal market pricing for their annual gallon useage. As a courtesy to the customer we reduced the selling price on the 35.7 gallons from 3.599 per gallon to 3.199 per gallon, which is the market price for a 300 to 400 gallon a year user.

Consumer Response: Complaint: ********

I am rejecting this response because:  I want anyone looking for a propane provider to be educated on the type of company they are dealing with.  They did not deliver the contracted propane that was prepaid over the winter and I was pressured into buying more, or lose out on what I had already paid for.  I am not looking for a response from Suburban propane, the damage is done and that can't be changed.
































5/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a fuel assistance letter for $975 and requested it be delivered. When they made the delivery, 30 April 2014, they filled my tank and gave me a bill for $1840.00 I called 2 May 2014 and requested they send out a corrected bill, as I noticed they had charged me $5.2690 per gallon for 347.2 gallons. I believed this had been a simple mistake of putting the numbers in the wrong order, as competitors are charging about $3.50 per gallon for small fuel deliveries, less than 151 gallons. When I called and requested a corrected bill, I was told that this was in fact what they intended to charge me. This is fuel assistance, which clearly indicates that I don't have money to throw around, and I had made other arrangements if they failed to deliver on time and I would be too late to get the fuel credit.

Desired Settlement: I understand that things happen, and if they pumped too much fuel I was prepared to pay any small amount they exceeded my credit by, expecting a fair and competitive business dealing. When I spoke with them on the phone, I simply explained that this is not acceptable and I would like a corrected bill.

Business Response: THe manager has agreed to credit and rebill the 2 deliveries so they total $975.00. A waiting payment from fuel assistance and then account balance will be 0.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,





















5/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Inability to remove pipe from top of underground tank in timely manner In November 2013 Suburban Propane mistakenly filled my underground tank with 360gallons of propane. I own my own tank. When asked to remove the gas they sent a gentleman to remove it three to four weeks later after the ground was frozen. This took several phone calls. He was unable to remove the pipe he used to with draw the propane and said he would be back when it was warmer. Another phone call when it was warmer three weeks ago,assured me they would be by. Still no action.

Desired Settlement: I want them to remove the pipe is all.

Business Response: The pipe used to pump out the tank was removed from the tank on 4/30. The customer was home and approved the repair. We apologize fo the delay in completing this project!

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business Suburban Propane in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your attention to this matter.

Regards,




















5/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I owned property at *** *********** ** ********* ***.I used Suburban Propane for my fuel provider.Last yaer the property was sold and the new owners switched propane providers.I was called by Suburban Propane stating that there was now 2 tanks on the property.One was the full tyank from Suburban and the other was another Propane co.I told them the property was sold and they said that they would pick up their tank and reinburse me for the full tank.After 3 mths of calling Suburban I kept getting told that it was scheduled in 2 weeks to be picked up.Now after a year they said that the tank is now not there and want my help to find it and until then I get nothing!!!!They did say they would send a certified letter to the address to see who the new provider of Propane is to see if they took the tank.That was a mth ago and I am getting the run around.I feel that Suburban took the full tank back and sold it again to another customer and this is what they do.

Desired Settlement: Where their tank has gone is not my problem and I want a check for the full tank I paid for and never used.

Business Response: The tank was not on the property at the time of pick up. Suburban is not in possesion of tank. New owner could not tell us new company.

Consumer Response:
Complaint: *******

I am rejecting this response because:
The tank was not picked up in a timely fasion.Suburban waited over 6 mths before they went out to pick up the tank.I believe that if the tank was picked up as soon as it was reported being replaced by another tank this problem would have been resolved.If the tank was stolen or possibly picked up in error it was because of being left there for a half a year.This is bad business practice


Regards,

****** ********





























Business Response: The office manager spoke to the customer and agreed to no charge for the tank and credit for 40% of fuel.

Consumer Response:
Complaint* *******

I am rejecting this response because:

Refund / Exchange Issues - No Detail Provided
Problem:
I had reached a verbal agreement with Suburban Propane to reimburse me 50% on a full tank of propane which was taken by someone off my property when the property was sold.I was assured that a check would be sent out and the issued would be resolved.this was 2 mths ago and I did check off with the BBB THAT THE MATTER WAS RESOLVED.

Desired Settlement / Outcome
Desired Settlement:
Desired Outcome:
I would like Suburban Propane to keep their verbal commitment or I will sue for the tank and the full probane.





Regards,

****** ********





























Business Response: The CSC manager has talked to the customer and reached a satisfactory resolution.

5/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When I moved into the trailer I am currently living in, in May of 2013, I called Suburban Propane at the end of April to switch the billing account into my name. When I called to switch the account into my name the representative helping me failed to mention 2 very important details. 1) the account had a current standing balance because there was fuel in the tank when we moved in that we were responsible for paying. 2) the account also was on a scheduled delivery that I was not made aware of. So I lived there for about 3 months, I believe, when a delivery was brought while I was at work. I get home and have a slip saying I now owed for the delivery they had brought plus the balance on the account. I called Suburban to get an explanation they explained and I agreed to setup a payment plan ($50/month) and cancel the scheduled deliveries as I could not guarantee I would have that kind of money on hand for every delivery. Since then I have had 3 deliveries in which none of them were easy having that balance with them still. The first time I called for a delivery they told me I wouldn't have to pay anything extra on my account and that I could just pay for the delivery and the emergency charge. The next time I called it was much harder, they wanted me to pay my full balance on top of the delivery and emergency charges. I obviously don't have that kind of money or I would not have a balance with them! I ended up speaking with the manager who said I could just pay the delivery charge and off route charge. When I spoke with that manager he quoted me $5.71 per gallon and I told him I could not borrow that kind of money and he lowered it to $3.71 per gallon but when the delivery came they still charged the $5.71 per gallon so I called that manager back and he said I was all set and he had taken care of it. Well, 3 weeks later I get a bill saying they were adding $142 to my account (that being the difference in what I paid that night and what it would have cost just getting 100 gallons @ $5.71 with no off route charge). I called again last night because I was out of propane and went through this whole run around again! Got approval from the manager to get the delivery with no emergency charge @ $5.71 per gallon so the total would be $571.39 and he would call me to discuss removing the $142 from my account. I received the call from the driver who also quoted me $571.39 for the total but when he got there he printed me out a slip charging me $6.39 per gallon!!!!

Desired Settlement: I would like the $142 removed from my balance, as well as the first two charge which were not brought to my attention until the first delivery was made. I will have to request statements to get the exact amounts but I do not want to pay them another penny until this is straightened out.

Business Response: The manager has attempted to contact the customer several times and can be reached at ************ **** *******.  A price adjustment has been made on the delivery in question and a credit issued.  Please contact the manager to discuss the gas in the tank.

5/9/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 2/17/14 we rec'd a delivery of propane that we did not order from Suburban Propane. The total bill was for $1,636.38. I then called them and told them I did not order this. Then proceeded to tell me they would adjust the amt per gallon and I would need to pay $107.00 per month. She told me she would speak to her mgr. and get back to me, but several weeks went by and I did not hear anything. I then called them and told them I can pay at least $50 a month, but at that time could not guarantee the $107 per month since I never ordered it and did not budget for that large amt. She said she would note my account. I then rec'd a call from a ******* in PA and she told me that I would have needed propane anyhow and that I needed to pay for the min. I would have ordered, 200 gallons, she wanted me to pay at that time and I did not have approx. $638.00 to pay, and she wanted me to make payments on the balance. I told her I couldn't do that and I wanted to do a budget with them, she told me that we hadn't been on budget pymts in a few yrs and we couldn't do that again. I called the Grove City office again and at that time they said they couldn't do any pymts and all was due in full. I have made one payment for $50.00 for this since we got the propane and am getting ready to do another one in May. I rec'd another call from ******* 4/29 and she again wanted pymt of 1/2 at that time. I explained again I do not have that money and I will work on making pymts but I can't pay 1/2. She said they will come out and cap my tank and disconnect my service. This is not the first time they have delivered w/o me calling I told her and she said all their customers are on auto-fill, but I know we have been on will-call before. I then called the Grove City office and asked if that is true that all their customers are on auto-fill which she (*****) said no and that we are on will-call now.

Desired Settlement: I have a couple desired outcomes....either they can continue to let us pay what we can on the account and reduce the amt. per gallon even more, the original amt was at $4.0309 they then adj. to $3.1990 per gallon, but I would like to see it adj. more since I never ordered this! I will pay for it but cannot guarantee more than $50 as of this time. I also request that all late charges be taken off the account. Currently the balance due is $1,191.36, which includes a late pymt of $17.25. If they continue to charge me a late fee each month, I will never be able to catch up and get this paid. If they do not want us to make this payment, then they can come disconnect the tank and only charge me for what I have used since they delivered this propane that I did not call for, reduce the amt. per gallon and allow me to make payments on this and we will part ways as customer and consumer.

Business Response: This account was set up as Automatic Delivery because it was set up on a budget Dec 2013. The customer called on 12/31/13 to be taken off budget, but remained on Automatic delivery.  On 1/8/14 a delivery of 200 gallons was made, the tank had 10% ( about 50 gallons in it) and the tank was filled to about 50% (250 gallons total in tank).  and on 2/2/14 we received payment in full $849.66.  On 2/17 the account came up on a list of Automatic customers getting low and needed a delivery.  A delivery was made on 2/18/14, the tank was at about 10% and a delivery was made and filled tank to about 80%, the customer called upset a delivery was made. We offered an adjusted price and a budget payment of $107.00 per month. We did not hear back from the customer until 3/28/14 when she inquired about a budget plan. We explained because it was a past due account we could no longer offer budget and she let us know she could only pay $50.00/month. This payment is not an option, it would take 22 months to pay the current balance. We have tried to work with the customer with the adjusted rate and budget plan.

We have a few options going forward

Pay for the 200 gallons at adjusted rate of $3.199 totalling $687.79, we will credit all late fees and delivery fees. Payment would be due immediately, pay off remainder of balance by July 2014 making 3 equal payments starting in May.

Pay for the 200 gallons at adjusted price of $3.199 totalling $687.79, we will credit late fees and delivery fees, and we can pump out 145 gallons and credit account. Payment would be due immediately.

We could pick up the tank and credit back entire amount to the account and pay the remaining balance immediately.

We have also made a good faith adjustment to the account of $1.10 per gallon as noted above with price adjustment.

Please contact the office to make arrangements.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, I will accept the option of having my tank picked up and crediting back the entire amount to the account and pay the remaining balance.  In your letter you said the tank was filled up about to 80% and there is now 50% in the tank, so we had used around 30% in the tank, and I have also paid a total of $100.00 which needs to be taken off my balance of the 30%.  We have been customers of yours for 11 years and your prices have always been much higher than all the other companies in the area.  This is the 2nd time we got a fill w/o requesting it, and for you to only have taken off $1.10 the price per gallon when it was your mistake has been the last straw.  You also said in your response that I didn't contact you until 3/28, when I last spoke to your office I was waiting to hear back from your office as they acted like they would speak to a manager and try to do something else.  I also was waiting on a statement, which only got that sometime in April.  After the tank is picked up, you can contact me at the cell number on file for payment.  I will only be paying for the 30% I have used at the $3.19 per gallon minus the $100.00 that I have already paid.





















5/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company has failed to provide satisfactory customer service. We originally had trouble getting our propane tank filled after the equipment was installed. They would schedule time with us, then fail to show up without a call. This happened about 6 times. When they did show up, we were not aware they were coming. We had asked for notification so that we could put our dogs inside. I happened to be home from work on a day that I wasn't supposed to be when they just showed up, so I was able to bring the dogs in. We also had questions about our bill. We had called NUMEROUS times. The local site would forward us to a national call center and they would put a "note" on our account to have someone call us. Nobody ever called. These calls took place at least 15 times. We showed up at the location and waited 20 minutes to meet with a manager. He assured us that the issues would be taken care and our bill would be adjusted. Nothing was taken care of or adjusted, so we called his direct line. He never called back. I recently sent a certified letter asking for a meeting with the manager to settle our bill dispute and schedule a time for them to remove their equipment from our property. Someone did sign for the letter, as I received a signature confirmation, but nobody has contacted us. After the letter was signed for, we received a bill with a late fee. We have had disputes with how much gas they are putting in our tank vs. how much they are charging us. We even had them check for a gas leak. The amount of gas they are saying we used is absolutely absurd, as we only use it for a log fireplace insert. We have checked with other propane companies and other consumers and they have assured us there is no way so much gas is being used. We have never experienced such horrible customer service. We are literally being ignored and being sent bills with late fee after late fee after numerous, numerous attempts to settle the disagreement.

Desired Settlement: We wish to have all equipment from this company removed from our property and have our bill refunded.

Business Response:

We apologize for this customers experience, we failed to make timely deliveries and have made adjustments to the customers account. We credited remaining gallons in tank, removed late fees, removed rental fee and removed tank installation fee. The customer;s current balance after credits and adjustments is $292.60.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.





















5/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm on automatic delivery, and still ran out of propane. They came to fill our tanks five hours from the time I spoke with a "dispatcher, 206.4 gals." Our previous fills were under 100 gals., I Have two 100 gal. tanks. Our last fill was on 11/21/12 - 43.1 gals., before that 9/20/13 - 88.6. Although it's been cold, we supplement our heat with three space heaters. We were never offered a "lock-in" for the winter as well. I now have a bill of $646.48.

Desired Settlement: I ask that Suburban offer & charge me a rate applicable to customers that were offered a "lock in" rate.

Business Response: Due to the fact we allowed the customer to run out of propane we have come to a mutually agreed upon price.  The customer understands this is not a lock in price  and the Pre Buy program is is not an option this far into the heating season.  The customer has been provided direct contact information and we will work with the customer going forwrad.

Consumer Response:
Complaint: *******

I am rejecting this response because:


Complaint Detail / Problem
Nature of Complaint:
Customer Service Issues - No Detail Provided
Problem:
To Whom It May Concern: I filed a complaint with this company on January 2014. Although it was partially resolved, Suburban Propane continues to sidestep my questions and concerns. When I spoke with one of their representatives (Brent) in January, it was my understanding that Suburban would work with me and charge me an appropriate price, inasmuch I was never offered a lock-in rate for the winter season. It was never honored, nor does, Brent take my calls anymore. I pay online, but recently their website does not reflect my propane delivery ticket. I call and ask for receipts, they come in late or not at all and Im charged a late fee. I asked a neighbor how much they paid for propane on February 2014. On 2/7/14 I was charge $4.04 a gal, my neighbor was charged $3.09 approximately two weeks later, they have a propane different company, and it was not a lock-in price. Thank you, for your attention.

Desired Settlement / Outcome
Desired Settlement:
Desired Outcome:
I wish to compensated, at least to what the rates were when they offered a "lock-in" rate.



Regards,

****** ********





























Business Response: The customer has terminated his account with Suburban effective 4/30/14. We spoke to the customer on 5/2/14 and discussed his request to have all his winter deliveries rebilled at the Pre-buy price. The customer was being charged correctly based on yearly usage. We explained the cost was secured last summer at a rate that was below the cost of wholesale propane at the time of his deliveries. We honored his request and provided a credit at the price of which he paid.

Consumer Response:
Complaint: *******

I am rejecting this response because:

It was not what I was promised. I paid as much as a $1.05 more per gallon than my neighbor, during the winter season. I do realize many oil, gas, propane companies were hit hard and passed onto the consumer, but when I'm charged more than what I think a "fair" price is, and corresponding back and forth with Suburban propane trying to get a fair price as promised, I have issues. I asked for a fair refund to compensate for the high charges, but was told, "can't squeeze blood from a rock." I was dumbfounded by the remark and understood it as they were not willing to work with me.    



Regards,

****** ********





























5/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We moved to our current home in October 2011. At that time, we did not, nor have we ever, signed a contract with Suburban Propane. We assumed responsibility for paying for their service when we purchased our home, since Suburban was the company used by the previous owners of our house. Because we are unhappy with Suburban's prices and very poor customer service, we have decided to change propane companies. We have been trying to change companies for approximately two months now. While our primary complaint is "unethical collection practices," we have other complaints that should be noted: 1) Customer service failed to provide assistance; 2) The failure to respond to phone calls for assistance and support; 3) The inappropriate behavior by customer service personnel; 4) A delivery regarding receipt of unordered products; and 5) A delivery regarding receipt of unordered services. Suburban was chosen by the builders and, although we are not committed to them by contract, we feel trapped. The company is treating this as a "marriage" and they seem determined to make it as difficult as possible for us to "divorce" them. They have been completely uncooperative, unresponsive, and they are making our lives hell. I lost my job last year and, since then, it has been extremely difficult for my family to afford basic needs. During a phone conversation with a Suburban representative named *****, I tried to explain that we could not afford their prices and needed to change propane companies so we can meet our bills; again...uncooperative and unresponsive. We have found another propane company that offers lower prices, and their customer service, so far, has been excellent. A company representative has been working with us to try to make the "switch" but Suburban has treated him as badly as they have treated us. There are not enough characters in this entry box to explain, adequately, the poor service we have had to deal with. Please call for detailed examples. Warn others!!

Desired Settlement: We want to cancel Suburban Propane's service and change companies without more problems. ****** has offered to dig-up Suburban's tank at no charge. We want Suburban to pick-up their tank from our property at no cost. Also, Suburban refilled our tank (100%) on March 14th, knowing we wanted to cancel service. The bill was $1,000, and we do not feel we should have to pay for this. I requested to cancel service by phone a few weeks earlier, but a representative (*****) told me they would have to cut off our propane immediately to do this. At that time, they had just filled our tank (50% as we requested), so I told her we wanted to use the remaining propane we paid for. She said no, so I asked Suburban to leave the account alone (meaning leave it open so we would not go without heat), but made it absolutely clear we wanted to cancel after using the remaining propane. I also asked them to cooperate with ****** who was calling on our behalf to cancel our account. Please call for more details.

Business Response: Suburban Propane does not understand the complaint of "Billing of Collection Issues" nor understanfd the charge of Unethical Collection Practices because the account is not Past Due.We do not have any collection attempts for this account.  The account is on Automatic Delivery  and ddeliveries have been made in a timely and effective manner since the account was opened in 2011 and payment has been made in a timely manner. Please call the manager at your local office to discuss and promptly resolve your concerns

Consumer Response: Complaint: *******

I am rejecting this response because:

In order to understand our complaint it is necessary to read the comments. It seems that only the options provided by the BBB were read by Suburban Propane. These options are too general to describe our situation precisely. Also, any comments we did write were limited by a character count. Even so, our statement explained the situation clearly.


Here is another explanation: We want to switch propane companies, because we are not happy with Suburban Propane. Some reasons are that your office in Easton, Maryland, has not cooperated with us or with the ****** representative who has tried to help by talking to Suburban directly; they do not respond to calls; they are not honest; they do not document our requests/complaints accurately on my account, if at all; and they have refilled our tank knowing we did not want more propane. Given all the other things that have transpired, it is clear that Suburban is attempting to bully us into continuing to pay them for services we do not want. (This is not an isolated incident.)

Please read my complaint again and, if you still have questions, then I will do my best to clarify. But your first response suggests, so far, that you did not take the time and effort to try to understand our problems.

    





























Business Response: The CSC Manager and customer have reached an agreeable solution.

4/28/2014 Delivery Issues | Complaint Details Unavailable
4/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I'm setup on auto fill program for my cabin in Trapper Creek AK. As this is a recreational cabin we are only there occasionally. I had expected propane delivery in January, but received a call in late February stating the driver could not deliver due to driveway not being plowed. Questioned customer service person due to the fact we have had no snow in months. Scheduled delivery for following Monday, and drove out to the cabin to plow. Discovered the driveway had a 6" berm...which I was able to drive over with my 2 wheel drive pickup...and did not plow due to NO SNOW. Removed berm and delivery was made following day as scheduled. When I received my bill I assumed it was a mistake. Surely if Suburban Propane had "delayed delivery" until the price had gone from $3.79 per gal to $8.19 per gallon, CUSTOMER SERVICE WOULD HAVE MENTIONED THE INCREASE. This is a recreational cabin, filled 3-4 times a year. I called the company as soon as I got the bill, and was assured the current rate was only $4 per gallon. As this seems to be an unusual price spike, it's only good business to let your customers know and give them an option. I did not need to take delivery at this time...and a $1367.60 bill was certainly unexpected. I accept some fluctuation, but this is truly unbelievable.

Desired Settlement: I understand gas prices fluctuate. When prices spike customers should be notified. As I was not informed the price had more than doubled, I would expect the bill should be reduced. I could easily have delayed delivery had I known. Customer service had me on the phone 3 times discussing options...not once did they mention rates had spiked to historic levels. FYI...I have discussed with customer service, and requested a manager call me back. 3 days later no call back.

Business Response: The CSC manager contacted the customer today to discuss and will stay in contact with the customer to ensure his complete satisfaction.

Consumer Response: Complaint: *******

I am rejecting this response because:I have been contacted by the area manager for Suburban Propane. We discussed the complaint and was informed he will be discussing with management how best to resolve. Have not heard back.



Regards,






























Business Response: The manager talked to the customer again and came to a mutually agreeable resolution.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory . Found new Anchorage manager to be understanding and helpful in responding to my issue.

Regards,





















4/22/2014 Advertising/Sales Issues | Complaint Details Unavailable
4/22/2014 Billing/Collection Issues | Complaint Details Unavailable
4/17/2014 Billing/Collection Issues | Complaint Details Unavailable
4/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Well first I feel they are price gouging charging over $7.00 a gal.for propane and when I called and told them I was all done with propane and to come and get their tank they said it would cost me $85.00 for them to pick it up.I have paid rent on the tank for 16 years,it dose'nt seem right that I should have to pay them to pick up their own tank.

Desired Settlement: DesiredSettlementID: Refund For me not to have to pay $85.00.Plus refund for remaining pr0pane left in tank.

Business Response: The manager has contacted the customer to address his concerns.

4/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In late 2013, I was up against a deadline to close on my new house due to a rate lock that was going to expire. I needed heat in my home and the natural gas company would be unable to hook me up to their line main about about a month and a half after I requested. I was told about propane heating and this company Suburban Propane. The person I spoke to initially was great, I believe his name was ****. I told him that I just needed a temporary setup for 2 months at the most. He got everything together and the delivery was made of my 100 gallons of propane. When I was told of the delivery date, I was never told that my builder had to have someone there in order to "unlock" the tank. So my builder shows up a half hour later after the delivery was made and tells me that the tank is locked. I call up Suburban and they tell me well its $150 to have someone come back out and unlock the tank (after spending $700 on the propane tank. Quite annoyed, I had no choice but to have them come back out. After using approximately 30% of the tank, my natural gas is installed. I call Suburban Propane I believe 12/29/13 and tell them the tank is ready to be picked up, they say ok no problem. The tank sits there for 5 days before it is picked up!! Then a month later I get a bill in the mail for $200 saying that the "regulator" was not on the tank when they picked it up. After calling twice I was told that I'd have to get a call back, which never came, by now they had jacked my bill up to $271 for a $50 regulator, after I only used 30-40 gallons of the 100 gallons of propane I purchased. Finally I was able to speak to someone in collections who basically told me I have to pay for it or he will "do what he has to do." In my opinion this company takes advantage of people and tacks on outrageous charges with very little effort on their end. I paid the money because my credit score is 815 and did not want any negative impact and but I am totally disgusted with this company.

Desired Settlement: I would like the company to refund me the $271 they stole from me over a $50 "regulator" they say was no longer on the tank after they let the tank sit outside on a job site for 5 days after I told them it was ready to be picked up. I advised them at the time of the call this was not a home I was living in, it was a house that was being built. Never mind the bogus $150 "unlock" fee and the 60 gallons of propane they got back in the tank after I paid $700 for 100 gallons and didn't even use half. And they will say that "it's in the contract" and all that but it shouldn't be. I see about a zillion complaints for Suburban on this website for same type stuff, you think they'd realize they have a problem here.

Business Response: The customer requested temporary propane service because his natural gas provider could not establish service when it was needed. Mr ****** called on 12/9/2014 seeking this temporay installation and signed a proposal and temporay Heat/Gas service agreement.The installation was completed with a safety test on 12/13/2013, which includes checking the operation of the appliances,  since the inside appliances were not ready at the time of installation an additional visit to perform this work was done on Saturday 12/14/13 . The customer informed us verbally on 12/23/13 that he was ready for us to pick up the tank. We normally require 30 days written notice  for removals. Even though we did not receive written notification and were experiencing one of the worst winters in recent memory, we managed to remove the tankwithin days of the customers call in between two holidays. When we removed the tank, the regulator we installed was missing. The signed contract states there would be costs associated with missing equipment and unused product would not be credited.  If the equipment can be located, we would pick it up and be happy to reverse the bill for the missing item.

4/14/2014 Billing/Collection Issues | Complaint Details Unavailable
4/6/2014 Delivery Issues | Complaint Details Unavailable
4/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They called and advertised a low rate or $3.90 cents per MCF for Gas. I was being charged $5.21 from my current provider, so I switched. After signing up they increased the rate to $7.2313 then to $7.42, to $7.6762, $7.7803 and finally after I sent the cancellation request to $8.2216 for the last billing cycle. The introductory offer was conveniently only provided for 1.1 MCF, and all other units were charged at the higher rates. They never informed me the rate quoted was an initial sign up offer only valid for first month. They did mention they shop for the best rate every month, and told me that the current best rate was $3.90, they did not mention that this was an one time only initial sign up rate. They clearly did not charge the lowest rates available as ******’s gas was charging $5.21 during the same time. It took 6 repeated calls over 4 months to the customer service to get them to cancel service. They redirect me to the website for cancellation and nothing happens. The last call I begged the customer rep stating that I have been going to the website to cancel for 4 months. She then said OK, took my information and said she will go ahead and cancel, and they state they can still charge me up to two billing cycles after I disconnect. They seem to be using this “up to two billing cycles” time to falsely escalate the cost per MCF so as to bill customers higher rates. A customer Rep called back and said I was disconnected by mistake and pressured me into confirming my address so I can be re signed up. After my explanation of my previous experience, the rep stated the introductory offer is a money losing offer and not actual rate. This not disclosed to me the first time around. Pressured me again to sign up. Falsely advertising low rates again. I am suspicious that this is a bait and switch operation peddling their own gas at a higher rate, Suburban gas seems to be pushing this sketchy business practice using ***** Energy Solutions as a front.

Desired Settlement: They need to refund me the higher charges and charge no more than what was charged by ******'s Gas during the same period.

Business Response: Mr. ****** authorized ***** to be his natural gas supplier on 6/12/13. The TPV is attached for your review. We clearly state the program he agreed to is an introductory rate of 3.99 per mcf for the first 30 days. Then the price per mcf is a variable rate based on market conditions. We do also state there is no guarantee of savings. Our records show he ended with ***** as of 2/15/14. ***** does not charge a cancellation fee. There will be no refund. I consider this matter resolved.

4/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: i would like to know if it is legal to put a safety and training fee on my bill. They are putting 9.62 every time they deliver propane.On back of bill it states that it is for training their workers and performing safety on their trucks . I feel that I should not have to pay for . This should be their respondbilty.

Desired Settlement: I think it should be taken off of the bills.

Business Response: The Safety Practices and Training Fee is charged to recover some of Suburban's safety related costs including but not limited to, in connection with our own vehicle and facility inspections as well as our employee training and testing. The Safety Practices and Training fee does not vary with with the volume of propane delivered. At Suburban we believe in disclosing the fee as a seperate line item on your invoice. This fee helps us to maintain our safety standards which meet or exceed Federal, State and Local regulations.

Consumer Response: Complaint: *******

I am rejecting this response because:I should not have to pay for training their workers or for making their safe. I am lucky to be able for the propane. I am on a fixed income . this is their responsabilty not mine!!































Business Response: This is not a hidden fee it is disclosed on the statement.

4/3/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I had removed my propane fired furnace from my home and therefore no longer needed the five hundred gallon tank that was sitting in my yard. I called Suburban Propane to talk about changing to a smaller tank. I was told that if I decided to do that at that time I would be charged a restocking fee for any propane left in the large tank and then be charged for filling the small tank. We agreed that I would be taken off of the auto-fill list and tanks would be exchanged when the large tank ran empty, That was nearly three years ago. September of 2013 I was auto-filled and handed a very large bill. I called Suburban Propane to question why I had been filled when I had not ordered the propane. I was told that it was a mistake and the would come empty the tank and exchange tanks as soon as they could fit it into the schedule. Several phone calls has taken place with pretty much the same outcome, that the tanks would be exchanged as soon as possible. It is now March 13, 2014. Two weeks ago I received a letter in the mail threatening to be sent to collections if I did not pay my bill. Today a gentleman arrived at my residence to lock out the propane tank until payment was made. I demanded that he remove the tank, upon which he asked if I still wanted a smaller one. I told him that I was done trying to do business with a company that was trying to bully me into buying unordered product and that I just wanted the tank removed and to be refunded any monies owed to me and not be charged a restocking fee for unordered product. Once again they promised the same thing that they have been telling me since September of 2013, that they would pick up the tank and refund my money as soon as possible. I still have a tank in my yard and they still want payment.

Desired Settlement: I would like them to remove their tank, refund any money owed to me (there was still propane in the tank when they auto filled, if it were empty we would have called to exchange tanks per our original agreement), not charge me a restocking fee as they broke our agreement, and never contact me again.

Business Response: The guage reading was at 61% which equates to 305 gallons. We will credit the 305 gallons without a restocking fee

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,






















4/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My service was cancelled per my request in11/2013 as I was going with another company. I called in December as I noticed tank was still there- I was told no problem we will be out to get. Tank was layed over when disconnected- a couple days later- noticed Tank was standing up. Called again- Support could not tell me anything- I requested once more-please come remove the tank. Jan 2014- still had tank- called again- was told no problem someone would come and get - I requested manager to call- none called. Feb- come home to see bill in door- tank which was disconnected had been filled up- I called again- explained everything and asked for manager- was told someone would call me and that I should not have to pay anything. No one ever did call and then I received bill in mail- called again was told no money would need to be paid and that someone would come get tank. Tank was finally picked and yesterday I received a bill for tank removal and admin fee and fee for emptying tank- I called and was told manager would call me back. This whole experience has been a burden and I need someone to help me resolve. For such a large company they clearly do not function in a business like manner. I was never told of any fees that I would have to pay at any time when I called. My next step is send in a letter to local newspapers describing this experience so that other consumers will think twice about using them for services.

Desired Settlement: I do not wish to pay any additional fees and I wish to receive a statement stating so as clearly this was not a result of anything I did. I changed companies in Nov 2013 because I was offered a more affordable product. Based on my experience isd the past 5 months, I see that decision was wise.

Business Response: The manager spoke with the customer and agreed to remove the remaining charges and terminate the account immediately.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,






















4/3/2014 Delivery Issues | Complaint Details Unavailable
4/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: There is no notification of price being charged PRIOR to delivering of propane. The price is much higher than the average in the area or average that is posted on .gov site. On March 11 I received the " about monthly" bill of $708.93 ($5.699 per gallon). There was no notification of what price would be prior to delivery. When I called and asked to get the delivered propane out of my property, I was told that the delivered propane cannot be pumped out. The only way is for the tank to be removed, however there is a substantial charge for that. It is unethical to corner customers like this. The ethical way is to inform customers what the price would be, so the decision can be made by the customers how much and when the propane should be delivered. Of course it is also unethical to charge much higher prices for established customers that already have Suburban tanks. Extremely disappointing.

Desired Settlement: Since you delivered without my consent: 1. Adjust the delivered 122.4 gallons to the average residential propane gas price being charged in my area as listed on the .gov site as of 03/11/2014 2. Discontinue automatic deliveries without price notification

Business Response:

The manager called and spoke to the customer to resolve his issue.

3/27/2014 Problems with Product/Service | Complaint Details Unavailable
3/26/2014 Billing/Collection Issues
3/25/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This company calls radome people and advertisises that they can save hard working people money on there electric bill they said that they work side by side with nyseg which is a provider for electric to help use save money this is all false when I contacted nyseg they said that they don't work with this company and that there out to get use while nyseg sells electric for a variable rate there rates have been around 5 cents per kwh even in this harsh winter for the last 60 days agway has been charging me 20cents a kwh which it about 700.00 dollars within 2 months when my averge bill has been 115.00 with nyseg they stated that they would always beat nysegs rates all this was recorded in the phone conversation that I had with them they never return my calls when I call and leave a message

Desired Settlement: because they gave me false information and lied stoll money out of my pockect I want it back with a full refund of 700.00 dollars thanks

Business Response: Mr. ***** authorized ***** to be his electric supplier. The program he authorized is for the first 30 days is at an introductory rate of 4.9 cents per kWh. After that it is a variable rate based on market conditions. We do state there is no guarantee of future savings. The TPV is attached for your review. Mr. ***** is not under a contract and can end services with ***** at any time with no penalty. We did receive an end date form Nyseg of 3/13/14. There will be no refund or adjustment. I consider this matter resolved.

3/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was told I was locked in on a price when I called to refill they changed everything. Average Ohio price 3.63 a gallon wanted to charge me 5.65 per gallon when I was locked in at a much lower price. I was told I was not locked in and tried to get management to return my calls I left 2 messages for them to call me back and still waiting. I was a previous customer and switched back after talking to a salesman that was in my area trying to get people to use Suburban again. Total price gauging and terrible customer service.

Desired Settlement: I want the price I was locked in on.

Business Response: Unfortunately we nor the customer has any record of locked in pricing. When the customer called we gave her the market price minus a discount  at $5.199/gallon. Customer refused delivery.

3/25/2014 Delivery Issues
3/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 1/27/2014 200 gallons of propane were ordered from Suburban Propane, the new provider for ********* Propane of Rolesville, NC at the neighborhood negotiated price of $1.999/gal. from 11/1/2013 through 6/30/2014. This delivery request was the beginning of a 22 day attempt to get propane delivered and to not be price gouged. Over 8 hours of my professional time were spent on the phone or waiting to speak with a Suburban customer service representative. 8 phone calls were completed, 1 online request submitted on their web site, 3 emails exchanged, and untold phone attempts terminated due to extraordinary wait times. The longest wait time was 58 minutes on 1/29/2014. Half hour phone wait times were common. Suburban left two voice messages indicating my order for 200 gallons of propane had been cancelled as per my request during this time. No such request had been made and customer support could find no record of cancellation when follow up calls were placed to ensure them that I needed the propane. I received an email indicating the price would be 4.7999/gal. The price was renegotiated to their new “lowest possible” price of $3.2999/gal on the phone along with an email agreement. I reduced the order to 125 gals due to Suburban’s unwillingness to honor the neighborhood agreement ($1.999/gal). My tank dropped below 20% by the time the delivery arrived on 2/8/2014 and was billed at 4.7999/gal for 125 gals at a total of $647.64. Every neighbor had problems with Suburban’s delivery and price this winter. Prices in the neighborhood have ranged from 4.7999/gal to 1.999/gal. After many phone calls I eventually received 125 gals at 1.999 negotiated price (total $273.71) although it took yet another phone call to receive a revised bill via email. A revised paper bill was received on 2/20/2014. The difference is price between the bill and the revised bill for 125 gals was $373.93.

Desired Settlement: Full tank of propane delivered at a price of 1.999/gal. Suburban’s customer service is unacceptable – long wait times, failed deliveries, negotiated prices not honored. No customer should have to go to such extraordinary efforts to get a delivery. Negotiated rates should be honored, not declared invalid because customers needed more fuel than projected due to the cold winter. Further the law should permit customers to be serviced by different suppliers when the tank owner fails to provide the agreed upon service at the negotiated rate for the negotiated term.

Business Response: Suburban has been in contact with the customer to resolve her concerns.

Consumer Response: Complaint: *******

I am rejecting this response because: the business has NOT been in contact with me.



Regards,































Business Response: The CSC manager called the customer to discuss and resolve her concerns.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me only after I once again called to get the correct and agreed upon price of the propane.  I was charged, $5 per gal, yet the agreed price was the committed $2 per gal.  I then awaited a revised bill, and sent an email request for a payment address.  The address to send payment is now pending.  Hard to imagine a vendor who does not provide a customer the address for payment.  This year a $1300 overcharge was made for 2 deliveries.  Both have been resolved.

Regards,






















3/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been using suburban propane for 2.5 yrs. Last fall, we placed our account on will call. Called in January for a fill. The price was going to be very high and the representative offered to put me on payment plan. I clarified that this would keep me on the will call for fill, she said yes. In Feb, they auto filled the tank, at a price of 4.84/gallon and again in March, at 3.99/gallon, both of these prices are well above the state average for propane sales. I have called numerous times to try to resolve the problem. Suburban propane representative acknowledges that their records reflect our account is to be on will call status and she cannot explain why it was refilled without my request or consent. On three occasions I have tried to resolve this by telephone and each time have been told the manager must approve any action she will have to call me back. I was not able to speak directly with the "manager." I am still waiting. This home is for sale and our consumption of gas low as it is unoccupied. My home has a buyer now and is set to close 3 days from now. I need this resolved as soon as possible.

Desired Settlement: I feel a satisfactory resolution to this problem would be to take out the last fill at their expense and not bill me for Februarys delivery. The house is being sold and set to close this Friday, so I must resolve this billing issue with them quickly in order to turn the account over to the new owner.

Business Response: The customers issue was resolved on 3/13/14. The customer bought the propane and will sell to the new homeowner.

Consumer Response: Complaint: *******

I am rejecting this response because:
The company forced me into paying for the propane, by threatening to go out to the property, lock up the tank and cut off the fuel to the house. When they finally returned my phone calls it was one day prior to the sale of the home and I could not close on the property and turn it over to new owners with a locked out propane tank in March.  The company claimed they could not pump off the extra unauthorized propane they put into the tank and I would have to pay for it or have the tank locked.  In order to finalize the sale of the property I had to pay for the fill, which cost appox  $ 1500.00.
I feel like the company has overcharged me for their product, 4.85/gallon for one fill, and used strongarm tactics on me, putting off dealing with this issue until 24 hrs before the sale was to happen (I began trying to resolve this issue approx. 10-12 days prior) I was willing to pay for the authorized purchases and tried to settle the account during three separate phone calls.   I had used this company for 2.5 yrs, always paid my bills and purchased over 1500 gallons of propane from them, this was not an acceptable way to treat any customer.  The account is now paid in full and closed out of my name. I will not use Suburban Propane again.


Regards,































3/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have consistently not received a bill until it is past due and am then charged a late fee. I originally called them, then noted on the bill that they do not accept calls but must be submitted in writing, which I did. I have not been credited with the two late fees and have another that I wrote a letter on today. When I did speak to someone in the local office in Enon. OH, I was told that my not receiving a bill was equally my fault as I knew I had a delivery. I I have no way of knowing when they have made a delivery to my home until I have received a bill and would not know what to pay them without a bill. When I tried to contact the corporate office, I was on hold for over 45 minutes and this occurred twice.

Desired Settlement: I would like my account to be credited with $44.85 for the three late fees I was assessed this year. In the future, I would like to receive my bill in a timely manner so that I can pay it without being late. I would also like a phone call with an apology for the disrespectful way I was treated by my local office.

Business Response:

The manager contacted the customer and explained that her account does read to bring invoices back and mail and we must have missed mailing her invoices. We will be happy to credit back late charges. We will alos address this oversight at an office meeting this week to prevent such occurrences in the future.

3/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a outstanding credit due to me and they refuse to deliver because of their policy

Desired Settlement: for them to deliver what is owed

Business Response: The credit on the account is an Emergency Assistance Credit of $502.00. A Minimum Delivery of 150 gallonsis about $675.00 . We put in an order for 115 gallons and will advise customer going forward the minimum delivery is 150 gallons.

3/22/2014 Delivery Issues
3/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My billing for Propane Gas has gone up 300%. The last 3 months my billhas been $81.00 to $86.00. The month of February it is $235.00.I have not been there in the month of February the temp control is set at55, the same as the other months. When I have been there in the past Ishut the gas off and use my wood stove. I have been calling Suburban Propane for a week,their N.J., N.H. and ME offices, Their response is "we will have someone call you back", which they don't. I cannot believe this is a legal practice to increase a commodity by 300%, especially where my usage has stayed the same. They claim the rate for propane went from $2.45 to $3.40 for me. a $.95 increasethat is not a 300% increase. My quantity of use has been 33.1 they changedmy quantity to 66.2, double. I was not there and the temp stayed at 55.I would appreciate an explanation on this matter.Thank you,

Desired Settlement: There is no way the consumer can figure out the bill. If my conversion factor to gals is always the same 2.7563 andmy reading for the last three months is 24cu ft. X100. reading 1968-1992How did they increase the QTY to 66.2.?? Someone needs to fix my bill, I believe this is in error.They need to explain this to me...Thanks you

Business Response: The customer will be conatcted by management to work towards resolving her concerns.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I received a call from the manager in the Portland office on March 6th. He couldn't answer my question on how the cu ft and the quantity doubled.
Didn't hear back from him, I had to call again on the 13th and again today on the 20th. A very nice lady from the office spoke to me today, but...

I am not happy with the results of this  complaint.


 

Regards,






















3/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 12th 2013 Suburban Propane of Maine made an unrequested delivery of 52.7 gallons of propane gas to my residence at** ***** ****** ******* **. Subsequently, the price charged on the invoice was double the average market price at the time. I want to know why!I neither wanted this delivery nor needed it. Since the original installation of the propane tanks by ******** in 2010 (taken over by Suburban Propane effective August 1, 2012) I have been and still am scheduled for annual automatic deliveries in August, not December. I was charged $5.499 per gallon, almost DOUBLE the average price for propane ($2.85 per gallon) as reported in the ***** ********** Energy Office report of December 11th 2013, the same week of the delivery! **** **********************************************************************) I called the Portland office of Suburban Propane and asked why this delivery was made without my consent and why the price was so high but just received a runaround. I have emailed **** ******** a Suburban Propane Manager (****************************) twice, but to date have received no reply.I have reluctantly paid the account but want to know: 1.Who scheduled this delivery without my consent, and why? And more importantly2.Why was I charged such an outrageously high price?

Desired Settlement: Unless a valid justification for overcharging me, I would like a refund for the difference between their price and the market price for that week as shown in the Maine Governor's Energy Office report, as well as late fees.

Business Response: The manager has indicated he has worked with the customer to resolve their issue.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,





















3/21/2014 Billing/Collection Issues | Complaint Details Unavailable
3/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was quoted a price/gallon of propane at a rate of $3.59 for the 2013-2014 year. I paid that amount in Sept, 2013. In December, 2013 the bill was for $4.46/gallon. I called and was told they made an error and would credit my account for the following delivery. The delivery in February, 2014 was priced at $5.77/gallon. Repeated phone calls have never been returned. In addition, the delivery driver let the hose drag across my porch and it scraped the freshly painted porch. I called to report that mishap; the call was never returned. My initial conversations with this office when I first moved to this area were also unsatisfactory and at times, extraordinarily rude. Of all the utility services I have accounts with, this company has the worst customer service. Also, other Suburban customers in my neighborhood are paying $2.89 and $3.59 per gallon. I don't understand the discrepancy in the rates. My neighbors were stunned that I had been billed such a large amount.

Desired Settlement: I want the price quoted - $3.59/gallon. That means a credit on the $4.46/gallon bill that was paid on Dec.16, 2013. I also want this current bill of $5.77/gallon adjusted to the $3.59/gallon rate agreed upon. I am not interested in words of apology if there are any. I want my bill adjusted without excuses. I sincerely hope this matter can be resolved in an amicable manner.

Business Response: The manager contacted the customer to discuss her complaint and came to a mutually agreed upon resolution.

Business Response: The customers bill was adjusted and a new bill has been mailed. The manager called the customer on 3/17/14 12:10 pm and left her a message requesting her to call back to ensure her satisfaction.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. I immediately paid the adjusted bill. Thanks to the BBB as well as the company for responding to my complaint.

Regards,

**** ******




















3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have tried multiple times to resolve this problem and have had no results. I was switched to the company because my old gas company went out of business and turned it over to you. In November I received gas at an outrageous price from what other companies were charging. You were charging 4.25 and other companies were charging 3.79. I called 4 times only to get a recording to wait. I waited on the phone for an hour before I decided to email them. After getting a call 2 weeks later they explained a plan to buy at low price deal and reduced my bill to the 3.79. Next I asked to be put on a payment plan. They advised to pay what I owed $234 and the plan could be set up. In December/January I set up a plan for 160 a month. Not a month later I got a late charge. I called but of course no answer then I finally emailed. The waived the penalty even though I was having my payments drafted and should not have been late!!!!!!!!!! Not a month later I got a threatening letter that I was being cut off because I wasnt paying. I HAVE PAID EVERY MONTH!!!!!!!!! Of course I called again and no answer. When I got through finally I was told my payment went up with no notice. I was told management would call me back but I have not heard from them!

Desired Settlement: DesiredSettlementID: Other (requires explanation) I think I deserve to be treated fairly and have them provide better customer service. If this can't be resolved then I think that they should remove the tank and get rid of any fees and balance.

3/18/2014 Problems with Product/Service
3/18/2014 Problems with Product/Service
3/18/2014 Billing/Collection Issues
3/16/2014 Problems with Product/Service
3/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Price Gouging, during weather crisis Upon my request, Suburban Propane came to fill up my propane tank (which they advise that I may not use another provider) and did not advise me of a serious price increase. They charged me $6.35/gallon, more than $1.50/gallon above the price from other providers giving me a bill of more than $2500!! I was not given an option, nor told the price and I have come to find out that I was seriously taken advantage of as this is not the current price for propane in my area.

Desired Settlement: during the weather crisis this week in Chattanooga, this caused me considerable stress and put me and my children in a dangerous situation. not only did they let the tank run dry and we had no heat/hot water, but upon the delivery they also created a propane leak which went on all evening. It took them nearly 3 hours to respond to my report of the leak, unacceptable. Then the price gouging to boot! I would like a full refund of this transaction and release from any real or assumed contract wh

Business Response: The manager indicated the issues have been resolved.

Consumer Response: Complaint: *******

I am rejecting this response because:Verbally, the manager said that he would adjust my bill according to typical propane prices in our area (under $4.00/gallon) and that he would adjust my bill and send a new one.  I have yet to receive a revised bill.  Additionally, I was sent an old contract in the mail (after I requested to see what they had on file) and the contract was with ******* Propane, no paperwork showing that I had agreed to go into contract with Suburban. I do not believe I am legally obligated to continue to use this company, though they insist I may not received propane from any other source.



Regards,































Business Response: The manager spoke with the customer and informed her the adjustment was made to her account and she will be receiving a statement in the mail soon. Her account was also changed to Will Call per her request

3/14/2014 Problems with Product/Service | Complaint Details Unavailable
3/13/2014 Billing/Collection Issues
3/11/2014 Advertising/Sales Issues | Complaint Details Unavailable
3/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Suburban Propane filled our tank today with 390 gallons of propane. Then handed me the bill that read 390.4 gallons @7.7539/gallon. I am accustomed to paying half that rate. I feel that if they are going to double the rate they need to inform you before they put it in. When I called they said that I was under contract. They did offer me a one time reduced rate of 5.58$. My local guy **** **** buys his propane from suburban and sells it for 3.79$ currently. I feel like this is price gouging because people have to stay warm and eat and if you don't pay they turn you over to a collection agency. Some people may not even complain. Maybe they are old or don't know or don't want any trouble and to be warm. The ones that do are offered a price that is still well beyond the fair market price. This type of behavior does not instill me with confidence that Suburban Propane is on the up and up. How does a company stay in business with these kind of practices? Or are they going out of business. Maybe they have a corner on certain demographics that are unable or unwilling to protest. At any rate it leaves me with a bad, bad flavor and I am willing to take this all the way. I will not pay them. I have the tank shut off and they can come and pick it up at any time.

Desired Settlement: If Suburban Propane is willing to take 3.79$ per gallon for the 390.4 gallons they filled today, I would accept that, but I after this tank I can no longer do business with them.

Business Response: The customers issued has been discussed and a mutually agreed upon resolution hs been made.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,






















3/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved to a new residence in September of 2013. I have never had gas as a source of fuel up until this point. I contacted Suburban Propane for new service since their tank was already in the ground on the property. I figured it would just be easier for them to turn on service instead of shopping around, and possibly having to pay for a tank removal. I agreed to have them as my propane provider and signed the necessary paperwork. I was told that as a new customer that I would be locked into a price of $1.99 per gallon for the first year of service. I had them enroll me into the budget payment plan, and they estimated based on my appliances and consumption, that I would pay $75 per month. I had received several deliveries with no real problems to speak of, until my last delivery on February 17, 2014. I was shocked to see my invoice that was left on my door after the delivery of 158.6 gallons at $4.23 per gallon for a total bill of $723.33 after all of the taxes and fees. I figured it was just an oversight since I was locked in at $1.99. I called the local office here to inquire about the invoice and was blatantly told that propane prices have gone up, there was nothing they could do about it, and they are just passing along the increases to the customers. Cost of doing business, I was told. When I brought up the fact that I was promised a locked in price at $1.99 for the first year she immediately told me that I had no such locked in price, and the price they lock in new customers at is only a verbal agreement and they can adjust the price at any time for any reason, and there was nothing I could do about it. I would just have to live with it. I then sent an email to the corporate office and am still waiting for a response. I believe that this is no way to do business. If they were not going to honor their so called verbal locked in price for new customers they should verbally tell customers that price fluctuations may change prior to activating new service. I checked with other propane companies in the area and was told that they are still honoring their locked in pricing to their customers despite the rise in national propane prices. I am fairly certain that if the price of propane greatly decreased because of a surplus, they would not have lowered my locked in price per gallon. As it now sits, if I continued to pay my monthly budgeted statements at $75 per month, I would not have my balance paid at the end of the year if I did not get another drop of propane from them. My propane bill just jumped up about 125%. This to me is a horrible way to do business. With so much emphasis by businesses on customer service, this is an extremely poor example of how to treat customers.

Desired Settlement: I would like Suburban Propane to honor the price that they quoted me upon activating my service at $1.99 per gallon for the remainder of my first year of service. I would like Suburban Propane to adjust my current bill to reflect this price difference as well.

Business Response: The manager has talked to the customer and explained the price increases and agreed to rebill his last delivery at @2.999.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,






















3/11/2014 Problems with Product/Service
3/10/2014 Delivery Issues | Complaint Details Unavailable
3/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Last year Suburban Propane bought out our local oil company[********* oil] at that time they put me on a prepay basis with not notice or exsplanation.I have never owed them money and have always paid my bill.Two weeks ago i called for a delivery of 100 gallons and was told they no longer take checks,but i could pay over the phone with a debit or credit card and i refused to give them that info over the phone.I told them i would go to the local office to pay.They gave me a delivery date og the 18th provided i pay up front.Monday the 17th i went down and paid cash in which i got a receipt.Tuesday came and no oil.I called and got a big run around and was told they had no record of me paying but i could pay again and they would send out a truck.I told her i didnt have money to pay again and that was not right.After going back and forth i was told they would look into it and call me back.The 19th i got a call and was told i would have a deliver that day.I got home and no oil.Again i was on the phone and was told they have no record of my paying,i pleaded my case with them and gave them all the info again and the receipt number.They gave me the run around again and i asked to speak to a supervisor,they said they would call a manager,They called me back 2 hours later and told me the manager would send a truck out but i had to pay for an emergency delivery for their misstake i said hell no.I told them i was fileing a complaint and would never do bussiness with them again.So as it stands they have my money and refuse to deliver oil.This is an out of state company trying to run a small town local business with poor results.I dont have money to buy more oil when i already paid for oil.I told them i was holding them responsible for my house freezing up.Please help

Desired Settlement: I want my oil delivered that i paid for and going forward i will find another company to do businesss with.

Business Response: We sincerely apologize for this inconvenience to the customer. A delivery of 84.4 gallons was made to the customer on 2/19/2014

3/10/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: recently our delivery date has changed to sunday we have only had problems since tis started and your office is not open on sundays please call ******* at *** **** thank you

Desired Settlement: recently our delivery dat was changed to sundays. we have had only problems since this happened. please call me at ********** ******* *******

Business Response: The CSC manager called the customer to discuss and reviewed account history and log notes. Advised of correct procedure to request delivery without inquiring an emergency fee. Offered customer a good will credit.

3/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I needed a refill on my propane tank and set up an appointment with Suburban Propane. When they didn't arrive I called again and they reassured me that they would come out that day. I called back again several hours later and they gave me the same story. Around closing time I made a fourth call and they told me that they had no record of my appointment or calls. I told them that all they had to do was listen to the recorded messages I had made. Needless to say, they never showed up. And this wasn't the first time I had problems with them concerning a delivery--this was the third. The delivery trucks are right here in South Windsor, but I found out that the operators are in New York and New Jersey. I wouldn't recommend this company to anyone. When I arranged for them to pick up the tank and cancel service it would be on a Wednesday. When they didn't arrive I called and they said they had me down for a Thursday removal. I asked for the manager and after I spoke with her and complained she did arrange for the pick-up on Wednesday. Good riddance.

Desired Settlement: None.

Business Response: The CSC manager contacted the customer to discuss her concerns and apologize for her experience.

3/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Although our propane usage has not changed in the two years the amount needed to fill the tank has increased 78%. I have had Suburban check the tank for leaks twice in the last four months and there is none, however they also have no explanation for the excess.Jan 2014 needed 262.7 gallonsOct 2013 needed 356.1 gallonsJanuary 2013 needed 151.6 gallonsNovember 2012 needed 196 gallonsFebruary 2012 needed 173.1 gallonsNovember 2011 needed 205.9 gallonsAs our history is showing the last two fills are inconsistent with our past usage, with no difference in our house hold. I have had all appliances checked for any problems that could be associated with this excess with no issues found.

Desired Settlement: We have spoken with Suburban on the phone several times and the last time they admitted that some other customers have complained about increases in the propane amount needed to fill, but offered no other explanation. We have a buried rented tank and can not use another propane company.

Business Response: Our service coordinator spoke with the customer and explained to him that we had run 2 leak tests and found no leaks on his system and felt there were no issues. We asked him to call us a few days out and notify us when he would be there and we would schedule a test while he is there to show him there were no issues.

Consumer Response: Complaint: *******

I am rejecting this response because: We feel that more testing that should be done, perhaps it was the person filling the tank or faulty instruments.  There must be a reason why the amount needed to fill the tank has gone up so drastically. 































Business Response: As noted in our previous response, please contact us a few days out to schedule a test while you are home to ensure you there are no issues.

3/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Suburban propane is billing for for a delivery on 1-13-14 that never happened. They did not approve me for a safety inspection and would not deliver to me. I have 100 gallon tank if I got 53.9 I would of been almost full. I want the invoice to be voided.

Desired Settlement: I want the invoice to be voided

Business Response: Spoke with the customer and the customer explained they owned the house in Sept. but did not move in until November. The delivery occurred on 10/28 and was billed to previous home owners. Due to the delay in account set up  billing for gas did not occur until 1/13/14. Due to the unfortumate circumstances we want to continue to do business with our new customer therefore agree to not hold them responsible  for the current gas. This will be removed from their account.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,






















3/5/2014 Billing/Collection Issues | Complaint Details Unavailable
3/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Suburban Propane bought out ********* Propane and neither company made me aware of the acquisiton.Started getting bills from Suburban. Service went down hill. Prices went up. Called and cancelled my service and started with new company. Suburban informed me that my new company could not reclaim the propane and that they would issue me a credit after they pick up their tanks.Tanks were left on my property for over 2 months with numerous calls and a letter asking them to pick up the tanks. Tanks were finally picked up and a bill for a credit of 4040.66 was sent to me.Didn't receive a check but got another bill with adjustments reducing my credit down to around 570.00. Called them back and they said there was a pump out fee involved. They never mentioned any kind of restocking, pump out fees-only that my new company couldn't reclaim their gas. Called the utility commission and they informed me that they didn't have a right to tell me that. Suuburan never sent me any information on their company after the acquisition making me aware of their service agreements or fees.I never had a contract with Suburban only with ********. This company is hard to get up with and definitely not about service. Not one positive thing to say about them. When you call, hold times are long and its almost impossible to get somebody from the local level to call you back.

Desired Settlement: DesiredSettlementID: Refund I would like the pump out fee removed and my original credit of 4040.66 refunded. They told me that my new gas company could not reclaim the gas and that they would give me a credit after they picked the tanks up-never mentioning any fees. They never gave me any information or sent out a new contract after they bought out ********* Propane. Was never made aware of any fees associated with them picking up their tanks and or reclaiming the gas.

Business Response: Suburban Propane mailed out 6 different letters explaining the acquisition between 8/1/12 and 8/1/13 for customers in our office.  Additionally,  a duty to warn with various fee descriptions was sent in late Oct 2013. ****** sent all customers a schedule of fees as a contract adjustment in in Oct 2010 noting the tank removal  and pump out chargesthat could be assessed. We have attempted to contact the customer to discuss on three diffrent occassions the past 3 days and have been unsuccessful

3/5/2014 Problems with Product/Service | Complaint Details Unavailable
3/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: One time I needed my furnace repaired (Saturday), it was really cold out and I have a 3 year old at home. I was transferred to one of the on-call delivery guys. He came out and took a look at my furnace, it turned out it needed some repairs. He told me they would come out Monday morning. After getting home from work Monday(and seen that no one from Suburban Propane had come out). I called and spoke to someone in Customer Service and they told me they "had no idea/ no record of my furnace needing repaired, nor that any one had even came to my address that Saturday afternoon'!!! When I opened an account with them, I specifically asked that they CALL ME BEFORE they were to make a delivery to me (financial reasons on my end).But on Monday morning(2/17), they apparently made a delivery without my authorization nor my knowledge! Now I am stuck with a $499.99 bill that I cant afford to pay.Now every time that I call their number and get "transferred" they hang up on me or they fail to transfer me. There is no communication, following up on customers needs from this company! They provide very rude, poor customer service.

Desired Settlement: due to weather conditions in our area, I am obviously going to need the propane to heat my home. But I would not have ordered a FULL tank being that spring is just around the corner -- I would have ordered less.This company should not be allowed to serve the public!! I am a full time working mom and I do not have the time to be playing "phone tag" every time I need to address or "remind "them of something I had specifically asked for prior to setting up an account with them.Pls putastoptothem.

Business Response: We spoke to the customer on 2/20 and set up a payment arrangement for the balance and placed her on Will Call per her request.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

***** ********




















3/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In Sept. 2013, I had spoken with a Suburban Propane customer service representative regarding locking in a propane rate. I was told the rate would be set at $2.349 which was honored from Sept 2013-Jan 2014. Recently, I received a bill that charged $3.349/gallon. Believing that this was a simple billing error, I contacted Suburban Propane (Roanoke, VA area office) hoping for a quick fix. However, I was told that the price I had discussed with their representative was never actually locked in (their error, not mine), despite them having record of the details of the call, so they would not honor the price. I don't understand how they have record of that conversation but are unwilling to honor the price that I have been charged for the past few months. I was told that the representative that I spoke with about the lock-in price was no longer an employee, so there was no way to verify this contact. Understanding that the representative that I was on the phone with did not have authorization to amend the bill, I requested to speak with the manager. When I did not hear back within two days, I called back only to be told that the manager works at a few offices and is hard to reach. It is now a week later and I have yet to hear back from the company. According to the invoice, the payment was due on Feb. 15th, but I did not want to pay for wrong price, so now I fear that I will be charged a late fee and, without the ability to contact the manager directly, there is little I can do.

Desired Settlement: I would like to speak with the manager, as requested, in order to ensure that the rate that I locked in during Sept 2013 is honored and applied to the last month's bill as well as future purchases.

Business Response: We have spoken to the customer and agreed to a price the customer was happy with and will reevaluate in June 2014.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,






















3/4/2014 Billing/Collection Issues | Complaint Details Unavailable
3/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had an appointment for two propane tanks to be installed between the hours of 8-12. My husband was home all day waiting. I finally called at 2:30 asking where they were. They informed me the service guy had been there and determined he couldn't do the job. He never once rang the door bell or called to tell us they couldn't do the job. I purposely called the day before our appointment to confirm they could still do this work seeing we have had so much snow this year and how bitter cold it would be yesterday. I spoke with ****** initially and she was very nice but told me this was out of her hands she didn't know what to do. She would have he manager ******** ****** call. ******** offered no empathy or apology. She was claiming we didn't do our part to make this work. We are only upset because they dropped the ball with communicating. All the service guy had to do was ring the bell or call. My husband lost a whole days pay waiting on something that wasn't happening!!! We have requested a refund seeing they have had a full payment for this service since December.

Desired Settlement: I want them to improve their communications so that other customers don't waste their time on something that isn't going to happen. I don't understand how they did not make an effort to contact us (meaning ring the door bell or call us!) and tell us they couldn't do the job.

Business Response: A refund has been processed and the customers account terminated.  The refund process takes 7-10 business days.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,






















3/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Suburban Propane bought out United Propane. I recently received a bill for a propane fill at a rate of 5.06 per gallon. This is an increase of more than 2.00 per gallon. When I called the local facility they said they usually have "wiggle room" to adjust the price and they understand that price is very high but it came from "corporate" that they are now unable to make any adjustments. The young lady was very professional and I understand she did not create this rate increase. Perhaps there is gouging because of the so call "shortage"? I called the 800 corporate # as suggested by the local facility. I have called them at least 20 times in the last 2 days and they don't answer the phone. The message I get is "....are unavailable at this time". When I do get an answering machine I get " please hold". No one ever answers the call. 1. the price increase is unacceptable 2. the company does not respond to their customer. When the house was built, the builder contracted United Propane to install the tank underground. I am stuck with using this company because they own the tank (this is what they told me). So as you can see I can not shop for a better price either.

Desired Settlement: I would like to be contacted by Suburban Propane and would like to have them investigated for their price increase.

Business Response: The customer received a delivery on 1/28/14 for $321. 80 gallons at a rate of 5.065 per gallon. Her delivery prior was 132.7 gallons at a rate of $ 3.84 per gallon. Her rate for her annual usage is correct. We will offer a .25 cent per gallon credit .

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

***** *****




















3/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: From mid November 2013, I asked Suburban Propane to remove the existing 120 Gal. LP Tank from the property. After more than 3 months and numerous phone calls with the compane (******** Office), the tank it is still on my property, abandoned, and Suburban Propane does nothing about it. I need the tank removed, to perform need repairs to the wall and be in compliance with the Building Code, since the tank it is right next to a electrical outlet used for my generator.

Desired Settlement: I need the tank removed from the property.

Business Response: Tank removal is scheduled for 2/6/2014.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,






















3/4/2014 Delivery Issues
3/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Purchase Information: Problem Area: Billing Issues Purchase Date: 1/8/2014 Total Price: $722.22 Disputed Amount: $180.71 Amount Paid So Far: $722.22 Description: The consumer is on a budget with the supplier of her propane for $241.05 per month. The consumer received $12 bills for 5 months and the supplier claimed the bills were correct. The consumer then received a bill for $722.22 for the amount she did not pay for those months. $178.04 was included in the bill for late fees. The consumer paid the bill.

Desired Settlement: Satisfactory Solution: The consumer would like to be reimbursed the amount she paid in late fees since it was not her fault that she wasn't billed properly.

Business Response: We think the customer thinks that the previous budget balance of $178.04 on her statement of 1/20/2014 is a late fee.  We are very sorry for the confusion about the budget billing. Your account was set up incorrectly at first , and then we corrected it. The budget payment reset to $12.00 per month. We corrected the mistake in December, and let you know about the payments needed to get caught up on the budget.The only late fee charge to your account was $ 2.67on the January statement. The amount of $178.04 was the budget balance. remaining on your account when statements were processed 1/20/2014.  Since then you have paid $ 422.22 which brought your account current. We will credit the late fee of 2.67 that was charged to your account on 1/20/2014.

2/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We requested a propane delivery two weeks ago when our propane was at 14%. The company promised delivery by 2/9. On 2/8, we requested emergency delivery of propane since our % was at 2%. The company promised to deliver on that day, and we called several times and they said that we were still scheduled for delivery on the 8th. On the morning of the 9th, we were at less than 1% and we contacted the company again, and they said we were on the list for delivery and would receive delivery that day. When we called back at 1:00 pm, we were told that they were not accepting any more emergency deliveries, and that they did not know when they would be able to deliver to our home. At this point we have no heat, and our whole family is sick. We have no recourse because it is illegal to have someone else fill our tank. This was not only poor Customer Service, but we have no choice but to stay in our home without heat, and with no idea of when we will receive Propane.

Desired Settlement: I want the BBB to be aware of this issue, and also help determine what we can do in the future. How is it fair that we are not getting service, but we are unable to get someone else to fill our tank?

Business Response: The recent weather conditions have made it very challenging for us to deliver to our customers in a timely manner. The amount of snow and ice that accumulated during that time period resulted in our trucks being pulled off the road. There were several instances were we had to pull our trucks out of ditches  after attempted deliveries.  The amount of snow and ice build up collapsed trees and branches and power lines to the point where the state had no choice but to enforce road closures. These conditions also resulted in power outages throughout Chester County. We were informed that more than 50,000 plus businesses and residents, including our office lost power. We received a significant amount of delivery requests for hundreds of customers who had propane powered generators. The daily number of requests added delays to our normal scheduled route. With that said, we had no choice but to communicate these situations to our customers. Most of our customers were understanding , we tried our best to get to as many customers as our DOT hours would allow us. The conditions were so severe that the overall safety of our drivers was a factor. We tried to get to as many customers as we could in a timely manner and due to circumstances beyong our control we were unable to meet all of our customers needs and for that we apologize.

Consumer Response:
Complaint: *******

I am rejecting this response because:

That response would have been acceptable if I was told on Saturday that there was a possibility of not receiving propane because of the issues listed in that response.  Instead, I was told that I would receive delivery on Saturday, and that I could continue to call to get a status of delivery.  I was promised propane my multiple people on both Saturday and Sunday, and that we were on the schedule, and would receive delivery.  One person even said "if you aren't under 5% and we come to deliver, you will be charged extra".  On Sunday at 1:00 pm we were finally told that they were not delivering to our house.  That was the first time after at least 10 calls to your office. 

And... what kind of Propane company lets their customers get under 5%?  We called when we were at 14% to schedule delivery!  I have no confidence that this won't happen again.  Completely unsatisfied customer.


Regards,






















2/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: For 250 Gal of propane they charged me $5.09 a gal with tax and fees made my total bill $1375.20. Other people got gas from other companies and only payed $2.99 a gal and others payed $1.60 a gal.I have been with the same company since 1972 why are they price gouging me. I'am on a fixed income.

Desired Settlement: I want what what I what I deserve. Justice.

Business Response: Talked to the customer and his price per gsllon that day was $5.099 for his delivery. We explained we can pump the tank if he does not want to pay for the gas or we can pick up the tank for him and he can get gas from where he chooses. We can not sell gas for cheaper than what we are paying for it. THERE HAS BEEN A STEADY RISE IN THE PRICE OVER PROPANE OVER THE PAST SEVERAL MONTHS DUE TO A nUMBER OF FACTORS INCLUDING A FUEL SHORTAGE AND THE EXTREME WINTER this year

Consumer Response:
Complaint: *******

I am rejecting this response because:



Regards,































2/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ***** Energy Service just sent me a bill for $466.00 and all of my previous bills have been from $48.00 to about $68.00. When I contacted them they told me this was due to and increase in their energy charge. When I questioned them how there could be such a difference they informed me that is the current rate and there is nothing they can do about it. When I contacted the FCC they informed me that the energy providers that are out there can charge what ever they want and there is no regulations for them. People need to be aware of how bad these energy suppliers are ripping us off.

Desired Settlement: All that I would like is that there be some kind of rules that would not allow these companies to do this and readjust my bill to a current rate.

Business Response: ****** authorized ***** to be her electricity supplier. The program she authorized is a variable rate program with no guarantee of future savings. The TPV is attached for your review. We have been notified by ***** she is returning back to them as of 2/21/14. ***** does not charge a cancellation fee. I consider this matter resolved.

2/22/2014 Problems with Product/Service | Complaint Details Unavailable
2/22/2014 Billing/Collection Issues | Complaint Details Unavailable
2/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They are price gouging. The average price of propane in the US on Jan. 20th was $2.96 a gallon and on Jan. 29th we were charged $4.59 a gallon. On Jan. 29th I ordered 100 gallons of propane from Suburban Propane and received a bill for $499.12. In which, I was charged $4.59 a gallon for propane and when I looked up the average price of propane I noticed it was $2.96 a gallon. Just three months ago I bought 110 gallons from the same company and was charged $369. It's like as soon as the temp drops the prices go up.

Desired Settlement: I am just wanting them to charge the correct amount and not raise there prices when it gets cold.

Business Response: We have attempted to make contact with the customer and do not have an accurate phone number, and have not received a response to our emails.

2/20/2014 Problems with Product/Service | Complaint Details Unavailable
2/20/2014 Problems with Product/Service | Complaint Details Unavailable
2/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am submitting this complaint on behalf of my brother. He is on Social Security Disability and I am his payee representative. My brother receives **** to help with pay his heating bills thru the winter. On December 17th Suburban made a delivery and charged my brother $3.82 a gallon. With taxes and surcharges used up his entire **** allowance of $650. Just a week earlier, his neighbor received a delivery and was charged $2.81 a gallon. I realize that the price of propane has been rising, but not a dollar a gallon in mid December. There is no valid reason to charge my brother the amount they did. I believe they are taking advantage of the **** funds and of my brother. My brother heats his home with propane as well as uses it for his cooking stove, the same as his neighbors. I would like someone to investigate this. They are taking unfair advantage of my brother's situation. Please help.

Desired Settlement: We would like Suburban to adjust the bill by charging $2.81 a gallon , times the 169 gallons that were delivered. This would give my brother an additional $170 to be used for future deliveries. Also we would like to know that future billings will be at a fair, uninflated rate.

Business Response: Offered to rebill the 22 gallon unwanted delivery at a reduced price resulting in a fuel credit of $ 24.04. we will also combine the 3 accounts in the trailer park resulting in a discounted rate going forward.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,




















2/12/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: 139.3 gallons of propane was mistakenly delivered to my address on October 28, 2013. It was billed to my account at $4.16/gal. During the pre-buy sign up period in August 2013, I realized there was enough propane in my tank for the coming year. I made arrangements with the Morrisville VT office to pay off the remaining balance at that time, with the stipulation that I would not receive any more deliveries until I called and asked for them. The representative assured me that my account would be taken off the budget plan it had previously been on and that I would be put on a will call basis. In October, immediately after the delivery was made, I attempted to call the Morrisville VT office 7 times to make arrangements to have the unwanted propane removed. Each time I was transferred to the customer call center where the wait times were in excess of 15 minutes. Twice I did hold and a very cordial and apologetic person assured me that they would make sure the appropriate person was notified so that the propane could be removed from the tank. That never happened and now my driveway is snow covered so a truck cannot reach the propane tank to remove the unwanted propane. I sent a letter of explanation to the corporate office in early December 2013 along with a copy of the initial invoice right after I received it. I have not heard anything from Suburban since then, except for the most recent billing where the company added a late charge on top of the original amount.

Desired Settlement: I would like the propane removed from my tank at no charge, but that cannot happen now because my driveway is snow covered. Alternatively, I would be willing to pay for this propane at the pre-buy price of $2.19/ gal that was offered in August 2013. I want any late charges removed from my account and I want to be changed to a will call customer so this does not happen again. Whatever agreement we decide on, I need to have a copy sent to me.

Business Response: The issue has been discussed with the customer and agreement reached to sell her the unwanted gallons at the pre-buy price and taken off of Automatic status.

Consumer Response:
Complaint: *******

I am rejecting this response because:

Complaint Detail
On January 10, 2014, I filed complaint ******** with the BBB because propane had mistakenly been delivered to my address. The local Suburban manager called me within 8 hours of the claim filing and I thought we had reached an agreement at that time. Unfortunately, when I received the new billing, the price was different than what I had agreed to. There was also an unexplained charge of $12.00.
Desired Settlement
Since Suburban Propane did not honor the agreement that we had made, I want the 139.3 gallons of propane removed from my tank at no charge.
Desired Settlement: Other (requires explanation)




Regards,

******** **********





























Business Response: The manager spoke with the customer again to resolve. A resolution was agreed upon 2/6/14 and the customer was satisfied.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution will be satisfactory if Suburban Propane follows through .  I have agreed to pay $2.00/gal for the 139.3 gallons of propane that Suburban delivered mistakenly in October 2013.  I have been assured that any late charges have been removed from my account and I have been made a "WILL CALL" customer so that there will not be any additional propane deliveries without my consent.
If suburban propane does not live up to this agreement! I will not be sending them any payment for this disputed propane.

2/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Suburban propane (Telford Pa office ************) in mid December of 2013 to discontinue service and remove the 100 gallon tank. I explained that we were switching to natural gas service and needed the tank removed for impending construction repairs to the property in the area where the tank is located. The tank is obstructing a concrete walkway that needs repair. The service representative told us that the pickup would occur within two weeks. After three weeks, we called again January 8th 2014, re explaining the situation and were told they were busy and could not promise any date. We called again the last week in January and again today Feb. 3, 2014. I was informed today that they will not pick up tanks until spring but that our case would again be forwarded to their service department. We have postponed the construction repairs hoping Suburban would act in a timely fashion. They have not. Two months is poor customer practice and we will not delay the needed repairs any longer.

Desired Settlement: I request that Suburban Propane remove the tank from my property within 2 weeks of this notice and refund the dollar amount for unused propane less their customary restocking charges. If the tank is not removed bu the 17th or February, 2014, I will pay to have the tank moved to another location on my property. Suburban propane will be billed and expected to pay for that for the labor involved.

Business Response: The customers tank was picked up on Friday afternoon 2/7/14. We are in the process of adjusting his account with gallons that were left in the tank. His refund for those gallons will be processed today.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. Thank you for doing in 2 days what I tried to do for 2 months.

Regards,






















2/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a customer of ****** for over 15 years, and have always had a locked in price on the price of their propane. This past week, they came out and filled our propane tank. The price per gallon of propane they charged was $1.31 per gallon MORE than what it was selling for (average for the state). Other propane distributers for this area were charging their customers $3.29 per gallon (I called others and checked). I immediately called ****** (Suburban) when they put the bill in my storm door after they left. They were RUDE and when I asked them WHY they were charging so much, they replied: "haven't you heard about the price of propane, and don't you know there is a shortage?" I replied "no". I told them other propane distributors in this area were charging $3.29 per gallon. I asked to speak to the manager, but he wasn't in. They said he was a "working manager", so they did not know when he would return my call. It is now 3 days later and he still has not called. I have been with ****** for 15 years and told them I had always had a "locked in" price. They said my contract had "expired" in March. I told them I was unaware of that and no one had mailed me a new contract. IF there was a shortage of propane, then I wanted to know why they filled up my tank instead of just putting 100 or so gallons in. They put in 318.7 gallons in at a price of $15464.24! That's over $500 MORE than what other dealers would have charged to fill the tank. If there was indeed a shortage, they should not be filling up anyone's tanks! Obviously they are price gouging their customers and taking advantage of the high prices to increase their profits. I have always been on "auto fill" with them, but under the circumstances with the shortage of propane as they described, I should not have had my tank FILLED at all during this time. Again, I have always been under a locked in price with them, but now they say I was not. Bottom line is they charged $1.27 MORE PER GALLON than the other propane distributors in this area

Desired Settlement: I want to be charged $3.29 per gallon (the price OTHER distributors were charging their customers). Either that or they should come out and pump out the 318.7 gallons they put in my tank (at NO cost to me). I have been taken advantage of! I should have been ASKED IF I wanted my tank filled at $4.559 per gallon BEFORE they automatically filled the tank. If my "contract" had indeed expired, that should have included the "automatic fill" policy as well! I was charged $500 TOO MUCH.

Business Response: The manager spoke to the customer and they agreed on a price of $3.299 on the last delivery because he did not receive the lock in paperwork

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,





















2/11/2014 Problems with Product/Service | Complaint Details Unavailable
2/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ******* gas does not fallow safe practices All propane companies i speak with say they MUST check the pressure of the system when it is totally empty.we lost about 20% of our purchase before i was able to cut it off. The receipt also confirms the tank was empty.it also states that i paid a "safety and training fee". The date was 11/18/13 . Acc.* ***** ************ . Paid by check $333 .06 to the delivery driver. This was VERY dangerous .this company scares me.

Desired Settlement: I want a refund of $333 .06 , and their equipment removed from my property.

Business Response: The customer requested a delivery of 100 gallons of propane from our company that was delivered by our drivr on 11/18/13. At the time of the delivery the customers tank registered at 2% on the guage and was not empty. After delivery of the 100 gallons the customers guage read 52%. We have a copy of the gas ticket showing the ending percentage on the tank.) On 11/19/13, the customer contacted our company stating he smelled an odor in his yard. ( We have a copy of the work order).  Our service tech was dispatched the same day in response to Mr. *****'s request. The service tech performed  a leak test on the gas system. The leak test did result in finding a leak in the line that runs from the propane tank to Mr. ****** house which is approximately 40 to 50 feet in length. Mr. ***** was informed of the leak line in the yard. We offered to repair the line for a fee . Mr. ***** informed our Service tech that instead of paying our company to repair the line he would take it upon himself to do the repairs. He agreed to notify our company when the line was installed so we could perform the appropriate safety tests and place his tanks back in service. The service technician locked the propane tank off per company policy. A few days later Mr. ***** called us back and wanted to have our company repair the line but at no charge to him. We informed Mr. ***** that we would not be able to run a new line at no charge and there would be a fee associated with the repairs because the company is not responsible for maintaining yard lines.

2/9/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: When we first moved to our rental we were told to set up an account with Suburban Propane. After contacting them and faxing over the necessary paperwork we did not hear back for some time. When I called and emailed repeatedly to figure out why we were not receiving service someone responded saying that she was sorry but she was having "personal problems" and not able to set up our appointment. When we finally were able to get an appointment for someone to come turn on the propane and do a fill we received a bill for over $300 with no explanation why. We paid the bill and did not hear from Suburban for some time. A few months later when we were in need of a fill they told us it could not be done until we had a safety inspection (I'm not sure what the first appointment was for as the man told me at that time that we had no leaks). We had to set up an appointment for Veteran's Day weekend as they refused to accommodate us any other time. The person did not come until after 4:30 on Veteran's Day though we were told they would be there between 12-3. After the inspection someone else was supposed to come fill our tanks on Wednesday. They never came and when I called to find out why no one could give me an answer. I rescheduled for someone to come on Friday and was called midday at my job by the driver to find out if I was home though I was told I didn't have to be. They were able to fill the tanks finally and left the invoice conveniently stuck in the door of my neighbor's car instead of on our front door (not sure why). Later, no one came to do a refill though we were on a payment plan. When I called they said I had a past due balance. I paid the past due balance immediately, called back to confirm they received it, and they said someone was on their way. No one came to the house to refill and we are now out of propane (no stove and no heat) on the coldest weekend of the year. I have been on hold with customer service for over a half an hour trying to find out why this happened.

Desired Settlement: I feel Suburban Propane should cover the cost of at least one month of propane, preferably two, for all of the pain and suffering they have put my family through. I would also like detailed bills so I know what I am paying for and a monthly fill schedule so I know when someone is coming. It is not acceptable that I have to call constantly to find out why services that I am paying for are not being provided. It is not my job to track down their drivers to find out where my propane is

Business Response: Response submitted 1/17/2014

Business Response: We have reviewed the account we have with the customer and the complaint filed with the BBB.

For the amount of time for us to get to her, we apologize for the delay, we strive to provide all of our customers quality service as quickly as we can.

We are required to do a Safety Inspection on the system whenever a new individual moves into a new household.

As for the appointment, our schedule was booked out and the soonest appt. we had was Veteran's day. We tell our customers we try our best to be there between 12pm -3pm. There are times we have other appointments that take longer than anticipated. We also service an area with high traffic congestionwhich plays a role in how we get from point A to point B. We did get to her residence that day as we scheduled, unfortunately it was not before 3pm and apologize for not getting there sooner.

As for the invoice stuck on the neighbor's car, I asked the driver and ge advised me he put the invoice on the door of the house. I'm not sure if the wind could have blown it off and someone placed it on the car. I apologize for the inconvenience.

We have received colder than normal tempatures and receiving a much greater call voume resulting in longer than normal hold times.

Again, we apologize for the experience and will strive to create a much more acceptqble experience in the future.

Consumer Response: Complaint: *******

I am rejecting this response because: suburban propane has never contacted me to remedy the situation. I continue to get letters about monies owed that no one can explain. I have to call them repeatedly to get any answers. On my second delivery of propane the invoice was stuck in MY car door and not on the front door. 































Business Response: Both the CSC Manager and Operations Manager made multiple attempts to contact the customer when first notified of the complaint. The previous response was submitted due to our inability to contact the customer. Please contact the CSC manager or Operations mangaer to discuss further.

2/7/2014 Problems with Product/Service | Complaint Details Unavailable
2/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I contacted the company in October 2013 after I received a bill for the yearly propane tank rental, and let them know I would most likely be moving in the new year and didn't want to pay for a whole year. When they wouldn't work with me, I told them to go ahead and "lock-out" the tank, which is what they call it. After two months of receiving at least ten letters and six phone messages trying to get me to send the payment anyway, I broke down and sent them a check for $62.70, which covered tank rental and late fees. They had just called me that same morning asking for money, so I had no clue they were finally sending someone out. Imagine my surprise when I returned from a trip to find my tank gone. I called the main office in Fresno and they were very nice and apologized for the mix-up. Unfortunately, they put me through to the Yreka office, and I spoke with a woman named *******, who wasn't nice or apologetic. When I asked for my money back, she refused. I told her to bring back the tank or give me my money back, that they can't keep both and she still refused. Thank you for your help in this matter.

Desired Settlement: I want my $62.70 back. Getting the tank back instead is no longer an option as I do not care to deal with this woman ever again.

Business Response: The propane tank was removed on 12-30-13 for non-payment of tank rental.  A payment of $62.70 was received by our  cash Ap processing center in Fresno on 1-2-14. We were not aware of this payment at the office until the customer called us on 1-9-14. Once this was brought to our attention we promptly processed  a refund for $62.70 issued on 1-13-14.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,






















2/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Suburban propane came out and filled our propane tank...it was 1/3 full already. A rep was just out 2 days ago & we told him and he put in his notes that we always want a call ahead warning that they are coming out to fill the tank. I also told him that we did not need any gas, because it was already 1/3 full. It is a 500 gallon tank. We were home, they filled it, then left a door tag on the front door. The bill was for $555.83...they executed bad practices...

Desired Settlement: Lower the bill and waive the minimum yearly fee for the next 5 years.

Business Response: Suburban has agreed to pump the gas out of the tank, customer informed us they did not want this delivery. We apologize for the mistake.

2/6/2014 Problems with Product/Service
2/3/2014 Billing/Collection Issues | Complaint Details Unavailable
1/31/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We returned from a weekend away to find that Suburban Propane had delivered 357.7 gallons of propane to top off our 1,000 gallon tank on 01/25/2014, the Saturday immediately after a huge price peak due to shortages. At the time the delivery was made, there was more than enough propane to last the rest of the winter (tank more than half full).This is the second time that Suburban has filled my tank as rates peak and with the size of our tank and the fact that we only use propane to heat one zone of our three zone home, there is never an excuse for filling the tank at a time when the rates are high. One fill in the middle of the summer would last the entire year. Filling the tank immediately after a huge price increase, especially on a Saturday, seems to be far to advantageous to the company to be a coincidence. Particularly when this is the second time this has happened.

Desired Settlement: I will give them the following options: - Remove the delivered propane at their expense and provide a written agreement stating that if this should happen again, the tank will either transfer to my ownership or be removed and the area landscaped at their expense. Any propane purchase agreements voided at the time of tank removal and propane in the tank to be sold back at the market price (time the offending delivery was made) - Immediate execution of above - Summer price for last delivery

Business Response: The manager called the customer to discuss his deliveries. Looking at his history, he was correc, we made two delivies that were not needed based on his usage. We changed his account to a one time a year delivery with the next delivery coming in June 2015. He understands that if he does not call in for a delivery before than, a delivery will be automatically dispatched. We offered him a good will credit to help offset the cost of the delivery and he agreed.  

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,






















1/31/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I sold my house located at **** ********** *** ** ******** ** ***** in August 2013. The bill for a leased propane tank was to have been switched to the new owners **** and ******* ****** at that time. I have continued to recieve bills after repeaded calls to the company and the accunt terminated. I have called 3 times and spent over an hour and a half on hold. Each Time I anm told the issue is resolved an an email is being sent to billing, since their line is busy. Today I spoke with *******, who had the same problem. I want the bills to stop, since I am not the responsible party. I have notified the company on three seperate occasions, and Mrs ****** also called to switch the bill. I need your help to get the company to solve thier internal customer service issue.

Desired Settlement: stop bills I am not responsible for.

Business Response: The CSC manager spoke with the customer and assurred him his issued would be resolved.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,
****** ****
 



















1/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: DROPPED SUBURBAN FOR NEW PROPANE DEALER DUE TO EXCESSIVE PRICING. SUBURBAN PRICE OVER $5 GAL. VS NEW DEALER AT $2.70 GAL. CALLED DEC. 3 2013 TO HAVE THEIR TANK REMOVED AND GET A REFUND FOR UNUSED GAS. AS OF JAN 25, 2014, SUBURBAN HAS NOT PICKED UP TANK AND I STILL HAVE NO REFUND FOR UNUSED GAS. WAS TOLD I COULD BE CHARGED $1 A GALLON FOR ALL UNUSED GAS WHEN THEY PICK UP. ****** ***

Desired Settlement: PICK UP THEIR TANK AND ISSUE A CHECK FOR UNUSED GAS AND NO $1 A GALLON CHARGE FOR UNUSED GAS SINCE THEY HAVE MY MONEY SINCE DEC 3. I PAID $506 FOR A FULL TANK BEGINNING OF DECEMBER WHICH THEY HAD USE OF. I WANT MY REFUND WITH NO HIDDEN CHARGES AS MENTIONED ABOVE.

Business Response: The tank is scheduled for removal Wed 1/29 and the fee will be waived.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,






















1/31/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For a number of years since I established service with you in 2003/4 we have had problems with excessive pricing compared to the market, delivery issues and billing, i.e. leaving the ticket on a garage door which blows away and the being billed for late charges, etc. My in ground tank was filled in Nov 2013 and contrary to repeated requests to formalize on my records the invoice was not mailed but left on the garage door and blew into never never land. I received a late invoice with a late charge on 12/13 and talked to ***** in the Roanoke office on 12/26 in reference to my issues, 1) no mailed invoice with delivery, 2) price of $4.51 gal versus market avg of $2.80 to $ 2.90 by other service providers in market for customers who lease tank and not the original discounted fill price. ***** agreed to change the price to $3.00 per gallon which should have been offered during your annual contract period which once again you did not offer and stated she would re-bill the invoice and waive all late charges, etc. That was on 12/26/13. I have since received another invoice with additional late charges and contacted ***** in the Roanoke office again on 1/21/14 and she acknowledged this needs to be done but she has not gotten to it yet. As of today when I review my account on the Suburban web site no new invoice has been generated. I have manually calculated the bill based on the agreed $3.00 per gallon price and will remit a check tomorrow to try and maintain my payment commitment on the account. We can balance the difference if any exists when ***** completes her job.

Desired Settlement: While I will settle for a corrected bill as already committed to by Suburban employees, I would prefer to simply purchase the tank from Suburban and fin another supplier from which to purchase propane who is more focused on the local market and customers. The tank is 10+ years old and based on my research is worth $300-$500 maximum depending on condition. Since this tank is in ground, I feel it would be safe to assume it would be on the low side and should be $300 or less at this point in its life cycle.

Business Response: We spoke to the customer and told him his billed has been corrected and all late fees removed and provided him the total owed.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,






















1/31/2014 Billing/Collection Issues | Complaint Details Unavailable
1/31/2014 Billing/Collection Issues
1/31/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I assumed this account from the previous owners in July 2013 when we purchased their house. We filled the original 500 gal. tank in July on a “cash on delivery” (COD) basis for $2.40/gal. We found out from folks that this area is prone to power loss. For example, many people had lost power for 9 consecutive days last winter. Based on this, we contacted Suburban propane regarding upgrading the tank from a 500 gal. to a 1000 gal. tank to ensure generator, fireplaces, furnace and stove will function in an extended power outage. At the end of a scheduling call for the tank replacement, I was asked if I wanted to be put on an account. I wasn’t asked to sign or formally approve anything. I said “sure”. I scheduled a delivery of propane. I was told it would be put on “account”, since we were now an “account” customer. On 12/6/2013, we had our first delivery of propane of 752.4 gal. and charged $3.60/gal. After the delivery driver left, surprised at the charge, we researched what the average cost/sale of propane was for Washington, to understand if the market price went up significantly. We called a competitor and spoke with managers in two locations who stated their current price was $2.28, or $2.25 COD. On 12/6 10:54am, we called (local, Tacoma) Suburban Propane, talked with ********. We expressed our concern that the price for us had gone up so significantly when there wasn't a reason we could find to justify the difference between August and December. She said she’d have a manger call us back. We never received a call back. On 12/9 at 10:59am, we called (local, Tacoma) Suburban Propane. (Frist, we sat on hold for 20 minutes.) We talked with ***** in the local office. She said that the manager would have to call back, and that it would be today (on 12/9). On 12/9 at 1:32pm, we called (local, Tacoma) Suburban Propane. Talked with ******** who said the manager, *****, had someone at her desk but will call back. My wife made it very clear she had a meeting

Desired Settlement: To charge me the current price for propane fuel that the market dictates, rather than the 150% of market price that was charged that day. This would have reduced my bill by $900. I don't think this is treating consumers fairly or equitably.

Business Response: The Regional manager spoke to the customer and reached a mutually acceptable resolution.

1/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Suburban Propane purchased ******* LLP, who was my propane carrier. My propane tank was empty as of March 2013. Suburban could not give me a comparable rate so I went with an other distributor. I had their tank on my property from March, until they picked it up in December (9 months). Upon pick up, I have now been sent an invoice for $40 plus tax for a restocking fee. I should not be billed for them to pick up their tank. If anything, they abandoned the tank and I should have just kept it or sent them a bill for storage.

Desired Settlement: I want to receive an adjusted invoice showing I have a zero balance with them.

Business Response: A work order was placed on Dec10th  and the tank was picked up on Jan. 7th. The account will be adjusted to show a 0 balance.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.




















1/27/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I came home to find a bill from Suburban Propane on my door in the amount of $414.70 for propane that I did not order or authorize to be delivered. When I contacted them I was advised that when the business was transferred from ******* Propane (whom I had formerly done business with) to Suburban Propane my account must have accidentally been set up for auto fill without my authorization. My account was never at any time of doing business with either company set up for auto fill. Deliveries have always been made only when I have called to place an order and I at no time authorized a change. I did not want nor did I need propane at this time as I do not even use the fireplace in my home which is the only thing in my home that uses propane.

Desired Settlement: When I first contacted Suburban Propane about this matter I was told that the Propane could be pumped out of my tank and the bill removed from my account. When I called back about arranging this I was transferred to a supervisor who was being very difficult about the situation as if it were not possible to even do. I advised her that the day prior that I was told that it would be done since they made the delivery by mistake. She said that she would check in to it and call me back by the end of the day, but I have not heard from her since. I would like the propane that I did not order either removed from my tank and the bill removed, or the the amount of $414.70 removed from my bill. I did not order the propane, and I did not need the propane, and I should not be forced to pay for it. They did the same thing to several of my neighbors on that same day. This is an underhanded business practice.

Business Response: The manager spoke with the customer to resolve the issue.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.


















1/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Suburban refuses to disclose price per gallon for the propane they are delivering until after delivery. The going rate in our local area is 3.80 per gallon yet Suburban charged me 5.99 per gallon two days ago. When I tried to contact them to resolve the problem, I was told there is no regulation on the price of propane and they charge more because they have a service department (I was told everyone pays a different rate and I should be happy I am not paying 7.00 per gallon). If we were under a state of emergency and I was charged this rate it would be price gouging. If I had been made aware of the rate prior to delivery scheduling I would not have scheduled a delivery of 170 gallons of propane.Their practice is both deceptive and abusive with regards to lack of regulation.

Desired Settlement: Adjust current bill to prevailing local rate and inform customers of the amount they intend to charge for propane prior to delivery.

Business Response: The CSC manager has spoken with the customer and have agreed to rebill her last delivery and set her up on a special pricing program. All the changes have been made to her account.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,





















1/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ran out of propane in my main 288 gallon tank back in November of 2013 just after thanksgiving. Naturally i called around every one wanted to make me wait 3-4 weeks for delivery. Suburban said i would only have to wait 2 weeks for delivery, But as a new customer i would have to have one of there technicians inspect my gas lines. Two weeks went by it started to get really cold with out heat. They delivered the propane a day before the technician came out to inspect my gas lines. They had to lock my main tank apparently because it was a safety issue for them to not inspect the lines first. The inspection guy came out the next morning, and low and behold found my gas lines to be leaky. I called the landlord he had them repaired with in a weeks time. Suburban was informed of said repairs as soon as they were finished and tried to fit me in that day, I was of course at work. when they just came by. They again a few days later tried to fit me in and i was again at work and my person of whom could be here other wise lives about an hour out, we had a 20 minute notification. Finally we set a date almost 3 weeks later for the 6th of January 2014. There tech came out nice and reasonably early, after about 5 minutes of being here i was told there was nothing he could do because the tank was an amerigas tank. I had informed them upon the setting up my new account before all this even happened that the tank was amerigas and owned by my landlord. As well the first technician that came out said the same thing to the person i had waiting here for him, and was told again that it was owned by my landlord, he called there office even and spoke to a few people and ended up checking the gas lines anyways. Its been going on 8 weeks now since this all began and frankly I've been extreme nice about this the whole time. Im fed up, all i want is to use the propane i paid for and i can not until they remove the lock they put on the tank.

Desired Settlement: I want to use the propane i paid for. At this point im fed up. They locked my tank. The repair guy (that my landlord hired) gave me a small 20lb tank I've been using but its cost me almost as much to keep filling it as it did to get the 100 gallons i paid for that's just sitting in my big tank, Locked and unusable. They already had one technician check the lines. All i want is for them to finish the G.D. job. I'm being genuinely screwed around on here. They had all the information they should have needed when i spoke with a rep and set up my account. any further information needed should have been asked for well before delivery and an inspection that's already taken place. Either my tank needs to be unlocked since they locked it, or they need to just finish the job. I'm tired of waiting. I want it done, and very soon. If that's not acceptable then they need to come and pump out the 100 gallons of propane and refund what they charged me 288.88$

Business Response: The CSC manager spoke with the customer and were able to take care of the customers request.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,






















1/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently ordered Suburban propane to fill my LP Propane Underground tank. They bought out my local gas company, ****** Gas, and now service my account. The delivery came on January 3rd, 2014. I was quite amazed to see I was charged an unethical amount per gallon for the propane ($4.84/gallon) for 177 gallons of propane. I consulted with neighbors, who paid 2.82 per gallon one week earlier, and also **** Propane that said they were charging only 2.55/gallon at that time. They charged nearly double. I have called and left messages with the billing department now two times. My phone calls have been ignored.

Desired Settlement: Please adjust my account to a reasonable amount of cost per gallon, in line with the industry and locality.

Business Response: Renegotiated customer owned tank price.

1/25/2014 Billing/Collection Issues | Complaint Details Unavailable
1/25/2014 Problems with Product/Service | Complaint Details Unavailable
1/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company presented the option of having a regular delivery with the statement that it would normalize cost. They have continually raised prices and charged us regardless of whether or not product was received. They explain this by stating "it is getting expensive." They have never notified us that prices are changing either via phone or mail. They just change it without notice.

Desired Settlement: I would like the pricing to go back to the agreed upon amount without an excuse by some customer service rep. I would also like them to better track their deliveries as I believe they are charging for services not rendered based on the "scheduled delivery" concept.

Business Response: Tried to contact customer to discuss their complaint, was unsuccessful in contacting.  Please call local office to discuss with management.

1/18/2014 Problems with Product/Service
1/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We are leasing out our home and the renter is responsible for the propane tank rental and gas. When we moved from our house last May I called to change the billing name to the tenant. I was told this would not be an issue. After receiving a bill for the tank a few weeks ago, I realized Suburban Propane did not make this change. I have called repeatedly to get the issue resolved, and have been told the proper documents would be sent, however they have not.

Desired Settlement: Please change the name on the account to the people who are actually living in the house, and send the bill to them, in their name, and to that address.

Business Response: The customer has been contacted and the tank rental fee has been written off.  Contact with the renters was unsuccessful. Will attempt to get renters to sign contract or pick up tank.

1/18/2014 Problems with Product/Service
1/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Our propane company has been coming out to fill our propane tanks even after we have requested on multiple occasions that we are on will-call service because we are not using our propane currently. Our Propane tanks were filled in March 2013 and we haven't used them since for heating. The only thing we use propane for is for an outdoor grill that until recently we had been using the small tank propane and filling it at a hardware store. We never use more than 2 fill ups of the small tank per year (40Lbs- $50 worth of propane maximum). Suburban unexpectedly came out on November 20th to fill our tanks. We had no idea they were coming and were not home when they came. I was shocked to see that they charged us for 55 gallons of propane at a price of $252.95. There is no way I used that amount of propane in the 5 total times I made hamburgers on our gas grill. My wife and I have both contacted Suburban propane on several occasions to voice our concerns both for the bill and for the fact that they shouldn't be coming out to fill our tanks unless with contact them. We were promised a manager would contact us but never did. On December 19th my wife came home to another Suburban Propane truck in our driveway filling our tanks. We have not used propane at all for anything since the fill up in November. My wife walked over to the driver explaining that the tanks were filled in November and we aren't currently using our propane tanks at all. He asked her questions about the last delivery and stated that the tank lids were left open and the valves were frozen and iced over. She told him we never use the tanks and knew nothing of the problem. He deiced the valves and then left but we got a bill for this delivery saying the 27 gallons of propane had been delivered. we contacted the conpany again and this timeafter 2 calls a manager told us he was sending a service person over to check the tanks to see if there was a problem. No service repairman came

Desired Settlement: We do not see any way that they every put 79.1 gallons into tanks that we haven't been using. They cannot give me an explanation as to why these charges have been made. These tanks were full in March so unless there is a leak there is no way we have used this amount of propane. They haven't done their due diligence to check of fix this problem. I can't imagine we have used anymore than $50 work of Propane since March. I think they are scamming us by artificially inflating the amount of propane they are delivering. I imagine they could get away with this with most of their customers since there is really no way of telling how much fuel is being used when you use it. However in our case we aren't using it at all so it is very easy for us to tell that there is not way they can continue to fill an already full tank. I do not want to pay this $413.98 bill. It is fraudulent.

Business Response: Delivery was made to this address, a leak test was performed on 12/31/13 and no issues were found.  A message was left for the customer to discuss.

1/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Paid for propane in advance for household containing 2 small children and havent received with record low temperatures forcast. Cannot get a response paid on 1/2/14 for propane and customer service cannot tell me when i will get propane delivered. Cannot get a response from home office and i have a 2 small children ages 4 and 5 in household. Company i have been using was bought out by suburban gas and customer service is virtually non-existent

Desired Settlement: refund of payment and i will change companies

Business Response: The customer did call in and pay for a delivery, but was on a delivery hold for  an outstanding balance on her account. The route was full for Monday January 6th, but told her we would try and work her in, but the driver was unable to make a delivery based on call ins on his route scheduled earlier in the week. The customer is scheduled on route january 11th for delivery.

Consumer Response:
Complaint: *******

I am rejecting this response because:
There was NO outstanding balance. I paid for Gas and Tank rental via debit card over the phone. They are trying to make it look like i owed more than that?. Thay will lose a customer as soon as i need a refilling and i will expect a pro-rated refund for tank rental. Their website should have a complaint link and their customer service desperatly needs training. I asked for a call back from a manager 4 days after it was paid for in full and no onne would ever call me back. The number customer service gave me to call also was not answered all day on monday January 6th? We did get gas on Friday January 10th. But still have not received call i asked for. I have gas and will get it next time from a company that values its customers


Regards,































Business Response: We apologize for the delay in delivery and the inability to reach a customer service rep. The week of January 6th was extremely busy both in fuel delivery and call volume due to the extreme weather experienced across the country.

1/17/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: In January 2013 I had my whole house converted to propane. At that time I was in frequent contact with representatives from the local Suburban office. It seems as though the very moment I signed a three year contact with them things began to go downhill. First I paid to have the three tanks they delivered filled but was told that it would take "up to two weeks" to be put on the delivery schedule. This was going to leave me with no heat or ability to cook in Feb in the mountains of Pa. Of course this wasn't acceptable so they charged me $75 to deliver the propane. Then came the slow leak. The "technician" from Suburban did a system and pressure test when the plumber finished his work. As soon as the system was up and running I started to smell propane but was told that this was normal with a new installation. Well, after nearly a year I called the plumber back in to check the system and faint smell of propane and it turns out there was a leak and it was at the location where the technician pressure tested the system. Suburban's response to this? Our technicians are professionals. Its not our fault. In the meantime we have no idea how much propane was leaked and wasted. The next issue is the guage on our tank. It does not work and has never worked. We have been told that they just don't work. Well, because we don't have a working guage we don't know that we are low on propane until we actually run out. This has meant that we were a week without heat or the ability to cook in November. In December we had to pay the $75 emergecny delivery fee (it turns out that the truck was right around the corner anyway). Not wanting to run out again, I paid for a delivery a week ago. When my husband asked them when we could expect the delivery he was told, "we don't give delivery dates. It will be sometime in the next two weeks." Well, they took the payment via our debit card right away, it is now one week later and we are very close to running out of propane with the temps at record lows.

Desired Settlement: I would like to be released from my contract with this company so that I can work with a company that will actually provide me with the product I've paid for. I also do not want to pay the hefty termination fees, restocking fees and tank pick up fees since I feel that Suburban is not acting in good faith by their not delivering in a timely manner, not providing a working tank guage and not answering their phones.

Business Response: Per the customer's request, we will accep their settlement requests. We  can release them from their contract  and waive the early termination fee. We will remove 3 100 gallon tanks with no restocking fee or tank pick up fee. The customer can use the propane delivered on 1/6/14 since it was pre paid. Any propane in the tank at the time of removal will be credited back at the price it was billed. Please call to schedule tank pick up.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,






















1/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was quoted an initial rate for propane of just over $1.50/ gallon. At the second fill up we received a bill for 3.39/ gallon. When we requested the tanks be removed, we will now be charged for this which is written nowhere in the contract.

Desired Settlement: We shouldn't be charged the fees that are not in the contract

Business Response: We have waived the customers restocking fee and the customer was refunded  all of her remaining product at the price that was paid. This has been communicated to the customer.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,





















1/17/2014 Problems with Product/Service
1/14/2014 Billing/Collection Issues
1/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Original contract with this company was for auto delivery. I have contacted them multiple times to make service an on call delivery. Company proceeded to deliver a scheduled delivery and driver thought the whole situation when I explained it was funny because I'm not the only one. Immediately called the office and was assured that my account would not be charged the automatic delivery fee and that they did not see that the account was will call. Supposedly it was changed (have been assured of this before). I was billed the automatic delivery fee and called and was unable to do anything other then leave a message with a live person because the account people were off. 11/25/13 get a call from the person who assured me that I would not be charged the automatic delivery fee and that she was very sorry that she had forgotten to change the account, to ignore that bill and that I would get an appropriate rebill. Rebill has arrived with no changes as was stated in the call twice and now there are late fees charged. I would call them for a third time regarding this specific bill but cant see the use since they haven't completed anything they have said yet.

Desired Settlement: I want this bill settled as they assured me on the phone. Then I plan immediately changing companies.

Business Response: The Rebill is currently being processed

Consumer Response:
Complaint: *******

I am rejecting this response because:

I have been contacted by the company and received a verbal description of a correction to my problem. As I have heard these assurances twice before I am waiting for the rebill to correct the account. Please leave this complaint open until I receive written confirmation of the resolution.   


Regards,

**** ******





























1/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company billed me at 4.06 per gallon when the price for the same customer conditions was quoted at $3.15 per gallon. The going price ranges from $2.95-3.00 per gallon at Acorn Gas and ******** LPG in the same area.This company is price gouging. I called their sales department the day after the delivery and was quoted a $2.99 initial fill price and an ongoing $3.15. Suburban bought out my supplier, ****** Propane, and instituted these devious business practices. Product_Or_Service: Propane Order_Number: Invoice # Account_Number: ******************

Desired Settlement: DesiredSettlementID: Refund Price the delivery at $3.15 per gallon.

Business Response: The CSC manager has tried to contact the customer to discuss the pricing issue. The manager indicated he believes there was mis- communication on our part and would like to discuss with the customer.  Eric can be reached at the office at ************

Consumer Response:
Complaint: *******

I am rejecting this response because:  The business has not returned my two phone callls.  The person is "out on making deliveries".




Regards,































Business Response: The CSC manager spoke with the customer and agreed on a price, and the customer will call and verify pricing when ordering in the future.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.   However, the business practices deceptive pricing.

Regards,





















1/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: company raised rates without notifying me before delivery of their product ... only after delivery did the inform me of price increase

Desired Settlement: I want the company to honor the contract price that I had been under for 2 years.... At the very least disclose price changes before delivery and not after.

Business Response: The customer had a 2 year contract which ended. His price went up to $3.99 which refelects the increase in the current market price of propane. We did offer a lower price, but the customer wanted the same contractual price of $2.99 which is way below market price in the Keys. $3.99 is the " New" customer offering for their first fill. We would suggest the customer ask about pricing when requesting a delivery to avoid any future dissatisfaction.

Consumer Response:
Complaint: *******

I am rejecting this response because:

It is my understanding that is prudent business practice as well as state and/or federal regulation for all energy companies to disclose and display rate changes to customers before delivery of product or service .. In this case there was no notification at all until after delivery ..  These days even gas stations have to disclose and display prices ..  Am i to understand that propane companies are held to lesser legal and moral standards that the rest of us in the energy industry?  I feel as if I was gouged by Suburban Propane of the keys   ,,The manager **** from Key west told me I was lying  about my my prior 2 year contract and now I see they are admitting I had one ???..Suburban Propane is simply put extremely poor at customer service and to prove what I say their response states it was my responsibility to ask before delivery????   ...Why Couldnt they just disclose rates when placing the order over the phone ???...   I am disputing  the price increase because I feel it is their legal and moral obligation to inform their customers prior to delivery ... At the very least its just good old fashion customer service ...which is Something suburban propane of the keys and their lousy manager **** has seem to have forgotten ... I reject their response entirely ... I can only imagine the way someone who is less capable of defending themselves are treated by this company ???  ..They need to be stopped before they hurt more people ..Period .....


Regards,































Business Response: Please disregard response sent 1/7/14, it was entered in error.

Our contracts state the price may change without notification. We do not and did not dispute the customer had a contract at one time, but the contract has expired. A lower price was offered  and the offer was rejected.

We always disclose pricing when requested and have no problem doing so.

1/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I contacted Suburban Propane in late September 2013 informing them that our 420 lb propane tank was empty. I asked them why our tank doesn't have a gauge. They said it should and that they would switch it out for a tank with a gauge. We made an appt. for early October. They didn't show up or make an effort to contact me. I called them. We rescheduled and again they didn't show up or make an effort to contact me. They showed up unannounced on October 23 or 24 while my wife was trying to load the kids and dogs in the car to leave town for a few days. I was out of town for work. The tech said he couldn't do anything unless someone was home. She was leaving so she sent him away. We had enough, so I called and told them we were canceling service and that they should pickup their tank. They initially gave me a date of pickup within a week or so, but never showed. I have continued to contact customer service and they always give me a date, but no one ever shows up. The manager is never in or so they say. I have also contacted suburban propane's central customer service, but they just connect me to the local branch.

Desired Settlement: I want suburban to pickup their tank and be gone. They have left their equipment at my residence and in my way for too long. If there is a pickup fee, they should keep in mind: I had to pay my new propane supplier to move their tank. I had them put it in the driveway. I had to pay my snow plow guy to move it again because it was in his way. I have spent quite a bit of time following up with them and they have made no effort to close my account and get their equipment. If there is no response from Suburban, the next step is that I will have this tank removed by a scrap hauler as it is abandoned property

Business Response: The office manager contacted the customer and agreed on a tank removal date of 1/2/14. The work order has been created and the pick up will occur on that date.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,






















1/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered gas from this company, they stated delivery would be on Monday the 16th. Services did not deliver until the 17th and had miscalculated the delivery resulting the tank; 100 gallons, to be filled on only 20% giving me 40% total. I called on the 17th voicing my concerns and they apologized stating they would like to assist me with this issue. I requested the tank to be filled 100%, they stated that they could up to 80% due to filling protocols and because I had $152.00 credit, the difference in payment would be $59.73, which was debited that same day. The customer service rep stated that the delivery would be made on the 23rd and that I was all set. No delivery was made the 23rd and on the 24th, I spoke with the customer service rep supervisor who stated that no delivery was in the system and that I had no credit of $152.00. When I inquired to what happened, he stated this is what the system shows and that my tank was filled on the 18th. My tank is currently at 30% and is used for hot water, cooking and supplemental heating as I have an alternative resource for heat. The rep offered a fill of 10 gallon and that he was breaking "policy and procedure" to get this to me on Monday the 30th, I declined. I am very dissatisfied with how this was handled and will be looking for an alternative provider in the mean time. The company; when being connected to a representative from the menu, does state that for quality assurance purposes they record their phone calls. They should have record of phone conversation 12/19/13 and 12/24/13.

Desired Settlement: I would like a refund of the $59.73 and an apology for services not completed as they had been stated and I will not pursue the $152.00 credit as I do not wish to receive further services from this provider. I do not feel that the company has provided as their mission statement states: Lead the industry in customer satisfaction by offering the highest level of total value. http://www.suburbanpropane.com/about/mission.html

Business Response: The manager contacted the custome, apologized for the situation, and offered a refund or deliver the credit as gallons to the tank. The customer declined both. The customer received $162.32 of propane on 12/17 and the delivery had yet to post on his account. The customer has a credit on his account of $49.51 which a refund will be processed today.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,





















12/30/2013 Problems with Product/Service | Complaint Details Unavailable
12/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our propane supplier was bought out by Suburban Propane this past year. We recently had our first fill since the changeover. Our propane costs skyrocketed from 2.50+ a gallon to 4.63 a gallon! Average propane prices in our area are still in the 2.50 range, according to NYSERDA and other residential propane market watches. In addition, I have called several different propane suppliers in our area and they are charging in the $2.50/gallon range for established customers (not new customer pricing) with our size tank and our yearly usage. When I inquired with Suburban about the additional $2/gallon they are charging for their product, they gave me some song and dance about increase costs due to pipeline issues and increased costs due to security, blah blah blah. They are price gouging...bottom line. I didn't sign up with Suburban Propane and I could care less about some supply security. Certainly it is not worth paying nearly double what I was paying before.

Desired Settlement: I expect to have my bill reflect current market prices and for Suburban to provide their product at a competitive price. As opposed to gouging customers that weren't even theirs to begin with.

Business Response: The customer does only use 571.7 gallons a year so the NYSERDA that is quoted is price based on 1100 gallons a year usage.  The customer stated she called around for other prices, we do monthly surveys on pricing and we are competitive with the current market. Suburban also offers 24X 7 Emergency Service, follows the stricktest of safety standards and has the supply to ensure we always have product available for the customer.  

Consumer Response:
Complaint: *******

I am rejecting this response because:

It is a flat out lie that Suburban is competitive with their pricing.  Not a single propane supplier that I contacted had a price over $2.70 a gallon for established customers using the amount of propane that we use.  Yes, I specifically requested pricing for a "will call" consumer using between 500 and 700 gallons a year.  

Our new supplier is providing propane at a cost of $1.699 for our first fill, and $1.849 for the next year, locked rate.  Their established customers are currently paying at most $2.70 a gallon, depending on usage and depending on will call status.  We could have gone with a smaller supplier, who's current "will call" consumers are paying $2.19/gallon but have chosen not to, for fear that they may be the next to be bought out by Suburban. 

In addition, Suburban claims that there is currently a supply issue which is the cause for their excessive propane costs.  My husband works for ******, an industrial gas supply company that deals with a variety of industrial gasses, including bulk propane.  He's not heard of any supply issues.  None of the ******* guys have heard of supply issues.  Neither have any of the other propane suppliers that I spoke with.  Surprisingly, I found no mention of propane supply issues when I searched for news articles.  You would think that a propane supply issue causing a $2/gallon jump in price would be in the news.  I found nothing.

Bottom line...Suburban is gouging consumers.  And I'm going to ensure that everybody with whom I come into contact, knows how much you charge for your propane.  And by the way, it is pretty dishonest to come out to a consumer's home and fill their tank at a cost that is $2/gallon higher than they paid last year, without first warning the consumer of the hike.  And to add insult to injury...on top of our $1400 propane fill just before Christmas, you've decided you're going to charge .65/gallon to remove your excessively overpriced liquid gold from my property.  Nice.  Hey, Merry Christmas to my four kids (ages 7, 6, 5 and 4), right?  Guess you've got to squeeze every single penny out of us that you can.  By the way, HEAP says you cannot deduct the restock fee out of my HEAP benefits.  

So no, I do not accept your continued lies about your pricing being "competitive".  And I would appreciate if you promptly remove your tank off of my property.  How about I charge you rent for keeping your tank on my property after I've terminated your service?  I think $100/day sounds good.  No...let's make it excessive, like your pricing and restock fees.  $200/day.  


Regards,

******* ********





























Business Response: The Restocking Fee will be waived

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

******* ********




















12/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased this house in August of 2013. I was informed by the existing owner that the gas logs were propane, was shown how to work the system, that the tank was near full . I was under the impression that the existing owner owned this tank and just had it filled when necessary. In September, an invoice was left in my doorway, with the prior owners name on it. I expected a bill would follow however after approximately 10 days to two weeks and I had not heard anything., I called. spoke with a ****. informed her that I was the new owner. told her that this information was left in my doorway and what did it mean. she stated that I would get a bill if they installed any propane. I figured the previous owner was on a contract with these people. left my name and expected to receive a bill in the mail if there was anything that they did. no other information was given to me. on sunday oct 27th I used the gas logs. on Thursday the 31st I had family coming in from out of town for a wedding and they were staying in that room. went to start the logs and they would not start. went outside to make sure the tank was still on and it was gone. no note in the door, no attempt to try to contact me by mail. I placed a call to the company that had left me the invoice in the doorway to be answered by a very inconsiderate human being. Customer service 101 teaches you that the customer is always treated with respect and everything that is necessary to make that customer happy is needed starting with not calling the customer a liar. I did call the company and I did write down the persons name and when I told her is was she, she replied that I would have to pull another name out of my hat that she did not work there is sept. I told her I may not have called in sept, that is when they left the note in my doorway. told them I had no heat for that room, a house full of people, she said that I have no contract with them and they took the tank. I asked why they did not get in touch with me and tell me that this was going to happen, she responded "we don't know how to get in contact with you, we have no phone number". well you have my address, you trespassed onto my property . Good business ethics would have been to send a letter out addressed "resident" proceeded by the address. with a note attached. dear resident, it has come to our attention that our mr. ---- who has a contract with us is no longer living at this address. to keep you with uninterrupted service of your propane needs, if you would like for us to keep servicing your tank, please fill out the following information and return to us. we hope to service your propane needs in the future. thank you. DID I receive such a letter , NO. DID someone inform me that they were going to remove the tank. NO. DID my house guests have to go without heat YES. WAS I called a liar on the phone. YES. Did they try to solve the problem. NO. I was told 10 seconds after she spoke to the manager that the manager wasn't there. how appropriate. ******* ******* ********* **** *** ** ***** ******

Desired Settlement: DesiredSettlementID: Other (requires explanation) I expect them to train their staff in customer service or get rid of them .I expect them to return and reinstall the full tank of propane immediately and put the contract in my name at no charge .In the future when you perform anything on the tank, please leave a note and please close the gate upon leaving.I realize that if the tank is a rental that I am responsible for the rental after the first year.

Business Response: This account has been historically charged under market. The $ 3.09 price was at the time negotiated by management. The rate for this customers annual usage of 250 gallons is $4.22/gallon.

Consumer Response: Complaint: *******

I am rejecting this response because:
Giving the fact that the company knew since July that I was going to be the new owner of this house by several phone calls from the prior owner over the several months that they kept billing him and my phone call to them as well, the inconvenience that they placed upon me by not having any heat in the area since October28th and they did not care because I was told they had no way to let me know that they were going to disconnect and that I needed to pull another name out of the hat when I stated I had talked to them previously and they are really  not doing anything to make up for their mistake. It costs $30.00 to bring another tank out and place it. No long term contract, year by year. just need to pay for propane. So as you see for their inconsiderate customer service and leaving a 89 year old without heat in her sitting room, they are willing to save me $30.00 for becoming a customer with them.  





























Business Response:

We apologize for this significant inconvenience this mis- communication has caused to the customer. We are confident she will not have any additional issues once the account id set up correctly.

Business Response: We have sent the customer the paperwork to set up the account correctly and as stated previously, once the account is set up correctly this should eliminate any future issues. We apologize for the situation an hope to ensure future satisfaction for the customer.

12/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Overcharged for propane delivery United Propane, now part of Suburban Propane, delivered propane to my house in March 2013 at a rate of $3.09 a gallon. My most recent delivery, billed on November 11, they charged me 4.22/gallon, over a dollar/gallon increase. Thinking maybe rates had gone up, I did some research and found that other Maryland companies are currently charging between 3.30-3.50/gallon. When I called United/Suburban Propane to challenge them on this, the lady I spoke to basically told me that they don't negotiate prices with customers and what I pay is what I pay, despite the fact that the salesman at United Propane (*****) had "negotiated" (corrected the price when I had been overcharged) in the past with me. I asked if this meant she was willing to lose my business, and she basically said yes. So now I have to choose between overpaying for propane or for paying over $200 to have their tanks removed and seek another company, and obviously neither option is appealing. It's not a fair choice, and it's not a good practice to gouge your customers with inflated prices and then refuse to negotiate.

Desired Settlement: I would like to be put on market rate and not have my prices inflated based on usage. 4.22 is absurd when other companies are charging as low as 3.30 or 3.50.

Business Response: The current price for annual usage of 250 gallons is currently $4.22/gallon

This account has historically been charged an under market rate.

Consumer Response: Complaint: *******

I am rejecting this response because:

This response is basically the same answer the lady on the phone told me, and I think it's bad business. I would love to see their full pricing scale.  So because I only use 250 gallons a year, I pay 4.22 a gallon (again while other companies are charging 3.30-3.50 a gallon). I'd love to know what someone who uses, say, 500 gallons a year pays? Is it a smaller per gallon fee?  That way they can still make the same amount a money off a customer no matter how much product they use? On what planet does this pricing model make sense?

Imagine you go to the gas station and fill up your 10-gallon Honda Fit for $4.50 a gallon. Meanwhile, the person driving the 30-gallon Hummer only pays $2.50 a gallon. Sounds crazily unfair, right?  I can't think of any example where you pay for any other product using the mentality that United/Suburban Propane uses.  Buy less, pay more!  

I believe my rate should be lowered to something at least faintly resembling a fair price. Because paying nearly $1/gallon more than the average price is ludicrous, and again this company gives no real good option for seeking another propane provider. To leave their service, you have to pay a $200+ fee for removal of tanks.  Also, from their online reviews (****** Reviews and ****, both astoundingly negative. ), past customers have had a very hard time being reimbursed for the existing propane in their tanks upon removal.  I feel like the company has me hostage "Pay what we say and you have no real recourse. You can't go to another company without a huge expenditure and inconvenience," which is why I turned to the BBB for help. I think it boils down to a lack of fairness and poor business ethic.


























Business Response: The rate is based on usage. The more you buy the less you pay. The rate the customer is quoting is for a new customer ( first fill) using 800 gallons annually.

We will offer a 25 cent credit per gallon for delivery on 11/11/13.

12/28/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Last winter suburban propane did not deliver propane to me and I ran out, resulting in no heat. This winter I'm trying to get a delivery and I keep getting the runaround by the people in south Windsor. I've been calling for two weeks (a total of 6 times) and nobody can tell me if/when propane will be delivered. I am supposed to be on automatic refill but apparently that means nothing to anyone. I am completely disgusted by the lack of service by this company and their inability to provide the service that I pay for. I will tell everyone I know that suburban propane is an inept company and unable to provide any service or customer service to anyone.

Desired Settlement: I expect to have propane delivered today and to get a substantial discount on the $/gallon for this delivery.

Business Response: We apologize for the delay! The customer's delivery has been taken care of with a 4 cent deviation aginst his price category

12/20/2013 Problems with Product/Service | Complaint Details Unavailable
12/17/2013 Problems with Product/Service | Complaint Details Unavailable
12/17/2013 Billing/Collection Issues
12/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Suburban charged us over $2/gallon higher than the next closest competitor. They failed to deliver for six months, waited until pricing was sky-high, then filled the tank at winter prices. After calling to challenge the pricing, I was told our price was based on our usage rather than the wholesale cost of propane. That the propane was "premium" propane like ********* is premium coffee.

Desired Settlement: I would like the price adjusted to market appropriate rates of $3/gallon for the 89 gallons they delivered. I would then like the early termination fee waived so that I can do business with a more reputable business.

Business Response: The customer was offered a reduced early Termination Fee by 50% if she wanted to go with an alternative supplier.

12/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I started with ******* Gas about 20 yrs ago. Through out the yrs the gas company changed hands a few times and NEVER once was I informed of any changes in a contract I once had, nor did I ever have the oportunity to opt out and stop services with the new company as it changed hands which now is Suburban Propane. I moved in July and had spoke with Suburban Propane about moving my tank to my new place of residence. They informed me if it was full they would have to empty first it which would cost me $75.00 and hour and then move it. I told them it only had 20% in it and they said that was fine they could move it with that much in it, so it would only be $75.00 per hour to move it and hook it back up plus pressure test the line and bleed the air out. After a few phone calls and information changing with each call, I decided it would be best for them to just pick the tank up and we end our service with them. So on Oct 2, 2013 I requested they pick their tank up and refund my 20% (my tank rental was paid until spring of 2014) They quickly informed me it would be $130.00 to empty the tank and remove it. I went to the old place to pick some more items up and found the tank is missing from its location and has been placed next door (not by Suburban Propane, but by individuals) so the people has used MY gas and Suburban propane has filled it up (was told Suburban Propane filled it Nov 19)

Desired Settlement: I want the value of my gas returned to me. The tank was never pickup or moved by Suburban Propane so even if I had agreed to any new fees I was not aware of to begin with (in which I was not nor did I agree to), Suburban Propane did not pick the tank up. Also since the tank was never picked up I want to be sure that the new customer is NOT ordering gas in my name and that my name is no longer attatched to that tank.

Business Response: A refund in the amount of $119.96 is being processed.

12/15/2013 Problems with Product/Service | Complaint Details Unavailable
12/14/2013 Problems with Product/Service | Complaint Details Unavailable
12/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: they came to our house on friday the 15th of february and stole our propane tanks.They left no note and they gave us no call they came to our house on the 15th of february and stole our propane tanks.They did not inform us they were going to do that,they left no note and they gave us no call.We have small pets and my wife is pregnant and cant afford to be sick cause she works every day.We called them and they said they were going to have to look into it.we have no heat and it is freezing in here.

Desired Settlement: we want a refund of us having to pay for those tanks

Business Response: We apologize your complaint was not responded to when originally filed. If you still have an unresolved complaint Suburban Propane would be happy to look into it further. Please respond with any ongoing issues yet resolved.

12/14/2013 Problems with Product/Service | Complaint Details Unavailable
12/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: i am receiving a bill that has been paid in full in a cod bill collection for 236.00 dollars, i keep geeting billed from 2-16-2012 to 7-18-2012 the bill was paid cod on 2-16-2012, i have the receipt fromm the driver on 2-16-2012 for 236.00, i gave him 240.00 because i didnt have change. it is marked on the receipt, the company took me to a collection agency called tek-collect, i spoke to a ms. ******, she told me to fax my information to them proving the bill was paid, i did that, it was address to mr**** ****** on 4-30-2012. im still receiving monthly bills from this company, and they say i owe them with intrest as of 6-18-2012 in the amount of282.13 cents, i dont fill comfortable calling the company for propane during th e off season to fill the tanks because of this issue, propane is cheaper during the summer months anyway, im down to 20 percent on tanks and i need to fill the tanks during the summer months account no.*********** payment was cod, on2-16-2012 purchase date 2-11-2012

Desired Settlement: all i want is the tanks to be filled up during the change of weather, sinse they tryed to take me to a collection agency and kept billing me for this bill an intrest, i would like to have my tanks filled at no charge for the rest of the year and take me off cod when they come to my home, put me on a billing cycle like everyone else in my area, but i am still not comfratable talking to the people about getting my tanks filled, witch i could of had done during the summer months

Business Response: We apologize your initial complaint was not responded to, if you continue to have an unresolved concerns please respond with the details and Suburban Propane will be happy to look into them.

Business Response: We apologize your initial complaint was not responded to, if you continue to have an unresolved concerns please respond with the details and Suburban Propane will be happy to look into them.

12/14/2013 Delivery Issues | Complaint Details Unavailable
12/14/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We have not been a customer of Surburban propane for many years. We own our tank and buy from different vendors depending on their current prices and we are on "will call"with all of our vendors. Recently Surburban just came and filled up our tank without our permission. I called and they claimed it was a mistake in their system that said we were on automatic delivery (which was never the case) and it would never happen again. I just paid the bill and continued to order from other companies. Well they came and tried tried to fill up our tank again but fortunately I was home and I caught the driver before he was able to completely fill the tank. I told him to remove the propane and he told us not to worry about it it was our offices mistake again and he wouldn't charge us. Much to our surprise we received a bill a month later with the charge for the propane we did not order from them and to add insult to injury they put a late charge on the bill.

Desired Settlement: I want all of our information removed from their system and they can come and remove the propane we did not order from our tank. We do not ever want to see a Surburban truck trespassing on our property again. We want all promotional material to stop being sent to our address.

Business Response: The CSC manager has contacted the customer and resolved the issue to his satisfaction.

12/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Suburban Propane allegedly delivered 824.5 gallons of propane on 11.15.13. They did not have my permission. I scheduled an appointment on 11.19.13 with Suburban Propane to come to my home and do a safety check only as an introductory meeting. We have never had propane gas. They made me fill out a form prior to that initial meeting so they could do a credit check prior to a business relationship, etc. My credit was approved. On 11.15.13, I returned from work only to receive a receipt, stating that they pumped 824.5 gallons of gas in my tank. I called that day and inquired what had happened, explaining that I had not authorized it, nor was I given the opportunity to agree to a price or check how much fuel was in the tank (we bought the home in May and have had virtually no need for heat, so I did not know how much was in the tank). I also asked the guy how much per gallon I would be charged for the "824 gallons." He did not tell me a price but told me that he would have someone call on Monday. No one called. I called on Tuesday. Upon a lengthy conversation, Suburban Propane was not able to tell me why gas was presumably pumped in my tank on Friday. They said it was a mistake. I then asked how would I know if it was 800 gallons and not 400 or 300 or even 100. Not answering, they said that the rate would be $2.59/gallon and would not tell me what the rate was on 11.15.13 when they supposedly pumped the gas. I told them that it seemed like a scam because they knew we had a scheduled initial safety check on 11.19 and that I would be learning about the system, how to read the gauge, etc. They said they could come take it all out, but I was also at a disadvantage because there would be no way of knowing if they took out more than was in the tank to begin with. I told them that they put me in a horrible predicament--one that I should not be in and that it was virtually impossible for me to defend myself. Now, I have a $2813.72 bill and they said my fuel was "shut off."

Desired Settlement: No payment at all or 40% payment and a one year contract at the market rate/gallon. At 40%, I would work with them for one year. Truth be told, I have no idea how much fuel was in my tank, so there could have been 700 gallons and they could be scamming me. I have perfect credit. My wife and I have two sons who attend public school and I am a public school teacher. I don't like the nature of this and feel bullied by this company. Since they did something that they admittedly said was wrong (pump gas before our introductory meeting), and would not humbly try to rectify it, it left me suspicious and feeling that their premature "pump" (if they even pumped) muddied the waters and put my family at a disadvantage, with the threat of poor credit. I believe this company will harass us for the money, sending the "bill" to collections, jeopardizing our credit. This huge company should not have that much power, especially since the mistake was theirs. They took away my choice of price and amount

Business Response: We sincerely apologize for the confusion. We have a signed contract from the customer, however there seems to have been a misunderstanding in regards to delivery of fuel. Upon delivery the tank was at 3% and filled to 85%. We have a metered delivery ticket from our bulk truck showing the gallons transferred into the customers tank.  We have offered the customer a price of $2.59/gallon for his first time fill. If this is not acceptable, we will pump out the gas delivered at No Charge. The customers tank has not been turned off.

Consumer Response:
Complaint: *******

I am rejecting this response because: Suburban Propane / United Propane is not yielding from its bullying, predatory tactics. Dealing with this company is has become a stressor. They have totally taken advantage of a "new customer," claiming to "pump gas" without the knowledge of the owner and at a price that was never agreed upon, nor ever stated. They have not addressed the items raised in my last exchange and are wasting time at this point. They are wasting resources to continue the scam. I hope that BBB will weigh in at this point and recognize that this Suburban Propane / United Propane has evaded the premise of my last response. They are wrong and are being unreasonable. Suburban Propane, either wittingly or not, put the customer in a vulnerable, defenseless position. If it was purposeful, this company is a scam. If by accident, this company is just bullying a lone individual. No company should be allowed to operate in this fashion, specifically in the state of Maryland. They did not address the premise of my last correspondence and are wasting time and resources. 



Regards,

**** *****





























Consumer Response:
Complaint: *******

I am rejecting this response because: Suburban Propane refuses to acknowledge the premise of my complaint, which is the following: Their solution begs the question/ their solution is based on the assumption that we agree with the amount of fuel in the tank at the time and the amount Suburban Propane claimed they pumped. We do not. Because Suburban Propane, without the owner's permission, when the owner was not at home, before Suburban Propane even proposed a price-per-gallon, and before the initial scheduled appointment, supposedly pumped fuel into the tank, they took away the owner's ability to 1) assess the amount of fuel, and 2) agree to a price. Now, their only solution is "We can remove the fuel at no cost." I do not even know if they put fuel in the tank. I have no way of verifying that. They took that away when they came to my house without my permission. This company operates as if this is a scam. Even when I agreed to be shown how they could not have faked a pump, they did not respond. For the record, I am a Veteran of the U.S. Air Force and a public school teacher. This is the most stress I have ever had dealing with any company. Suburban Propane's actions are defenseless, yet they are intransigent in their position. I am sure they think they can bully one person around. I feel bullied by Suburban Propane. They should be ashamed to operate in the State of Maryland. 



Regards,

**** *****





























Business Response: As previously stated we are more than willing to pick up the propane to rectify the situation.

12/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since the 8th of November there has been a balance due to us of $240.49 from a closed account. I have repeatedly called and asked about it. Today I found out it has not even been started yet (per supervisor ********* - Greenfield, MA office) and I will have to wait another 30 days. Billing name is under ****** ****** This wait time and needing to call and remind the company that they owe money is not acceptable. They told me that the refund would be processed and sent by 11/26/2013

Desired Settlement: Refund paid in full immediately. Not 30 days from now. (Dec 3 2013)

Business Response: The credit was applied to the wrong account. Once the refund is processed it will be sent overnight.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.



















12/10/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have a camp at ******* State Park, I cancelled my service as of the end of September 2013. I was told there would be a fifty dollar charge for the pick up and disconnect service. I waited until the first of November to call and ask where my refund was. I was informed that they may not pick up the tanks for several months and then i would get my refund. I have called customer service three times and requested to speak with a manager and no body has called me back. I have e-mailed the company two times and i am still being ignored. Why when the camp ground was still open for three more weeks could they not pick up the tanks and refund my money i agreed to the fifty dollar charge. I cancelled my service because they charged a safety and procedure charge on my bill. I r believe they broke my contract that calls for service Memorial Day, Fourth of July, and Labor Day, They did not fill my tanks on the fourth of july and then put the extra charge on my bill. I would appreciate any help in this matter. Thank you.

Desired Settlement: I just want the refund due to me i have two fifty pound tanks that were full that i paid for. I am a widow and was counting on the money for Christmas. Is it to much to ask to get my money back?

Business Response: The tank was picked up on Dec 3rd and a refund issued.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,




Today is December 9, 2013 i have not received the check as of this time period.















12/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Will not reimburse me for propane I have paid for and they picked up with the tank. After two and a half years of not buying any propane, the company delivered 58 gallons without a phone call or knock on the door even though we were home. We had obviously stopped usage of both of our gas fireplaces. They claimed we were on automatic but we had not had any propane delivered in 2-1/2 years and we never agreed to be on automatic. When I refused to pay the bill, instead of negotiating with me for a fair price they demanded that I pay the bill or they would pick up my tank. There are several propane suppliers that sell propane for $3.00 per gallon. This company charged over $6.00 per gallon. If they would have negotiated with me in good faith, I might have paid them. However, they refused. They picked up the tank. They did so without causing any damage, but they took the 42 gallons of propane which I had already paid for and refused to give me a check for a fair price of the propane (which would have been what I paid for it). I tried several times to negotiate with them on Nov. 7th. I informed them that I would be forced to file a complaint with the BBB if they would not negotiate a fair settlement. I requested for them to pay me $2.50 per gallon for the propane that I had previously paid for and they took. This is only $105.00. Since they took the entire tank which they filled to the top (100 gallon tank) they also took my 42 gallons I had in there. They are currently asking 6.00 per gallon for propane and I only want $2.50 for the 42 gallons. They refused to pay me anything. This is criminal. They basically stole my property. I am a fair person and will work with them but they have been nothing but rude and obnoxious on the phone. I have been a good customer for years and always paid my bill. I have never been on automatic and don't understand why they just showed up at my house without notifying me and then feel they can charge almost 2 and a half times what they charged me three years ago last time they delivered. I should have the choice of whether or not I want the product. I had 42 gallons for goodness sake. That would easily last me through another year.

Desired Settlement: I want a check for $105.00 to reimburse me for my 42 gallons of propane they took.

Business Response: We have refunded the gas in two seperate entries, one the gas that was delivered on 10/18/13 ( 58.5 gallons)  and the remaining gas (37.5 gallons). No pump out fee was charged ($.75 gallon) and only a labor fee of $33.65 was charged which is normally $99.00 per contract.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. However, I have not received the credits as of yet.  I would like to know if they are sending me a check in the mail?  

Regards,






















12/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a yearly contract with **** and **** *** and during the year Suburban Propane bought out the company. When my yearly contract was up, I decided I did not want to continue with Suburban Propane. I called the company to let them know and asked that they send me a check for the $225.73 credit on my account. I was told a check would be sent. I called in September, October and again this morning after being promised a check, but receiving nothing. I spoke with **** this morning and asked her what my account status was. She said I had a $225.73 credit - but when I asked if my account had been closed she said it had not. Immediately after that she said her computer crashed and she would call me right back. I never received a call. When I tried to call again I was put directly on hold and was never able to get through.

Desired Settlement: I would like my account closed and would like to receive a check in the amount of $225.73 - the credit on my account.

Business Response: We sincerely apologize for the delay. The customers refund check was cut today in the amount of $225.73 and should be received my next Friday. The CSC manager also left a message for the customer at her contact phone number to inform her of this.

12/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Built a new home and Tried to purchase a 1000 gallon propane tank that was already being leased by me for a year , then was told after they doubled the price of my home heat at the start of year two,that they don't sell propane tanks. Leaving me forced to be priced gouged ..So the builder that built our house calls and asks for a quote to purchase an identical tank for a different home and has no problem getting the price of $3300.00. Then the salesman realizes he goofed and just talked with a guy who built our home so he offers me the same deal at $3300. So paid for tank in September and was suppose to be sent a receipt and ownership papers stating I now own the tank and have the ability to shop around for better priced gas. Yet here lies the other problem they won't send me anything and now we're into November and still no action or paperwork received ..

Desired Settlement: Send receipt and ownership papers for propane tank that was paid for in September !

Business Response: We sincerely apologize for the delay. Paper work was mailed on 11/8

12/3/2013 Billing/Collection Issues
12/3/2013 Delivery Issues | Complaint Details Unavailable
12/3/2013 Problems with Product/Service | Complaint Details Unavailable
12/3/2013 Problems with Product/Service
11/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a customer of this propane company since 2005. At that time it was ******* Gas. It has later switched ownership on multiple occasions last known to me as ********** Gas. From what I can tell Suburban Propane LLP now owns it. I recently decided to switch my propane supplier to another local business. When I contacted ********** Gas to notify them of my decision to cancel their service I was informed of a $100 propane tank pick up fee. I inquired as to the original contract I signed with ******* and whether or not it included this fee and was told those records were no longer effective. I was told that I would have been notified of this fee in a mailing of some sort. I imagine this would have been several years ago. My issue is that even if I did receive this mailing that the $100 fee would still apply had I cancelled back then. The only way around it would be if they would provide a 30 or 60 day period to cancel my service then to not be subject to the new fee. I do not recall any such communication or offer. So I feel that the $100 fee has been added as a way to punish customers that leave. To give another example, if I took out a 30 year mortgage loan at a really good rate and then years later was mailed a notice that if I paid off that mortgage loan early that i'd have a $100 fee, that would not seem fair or ethical. If they would like to charge the $100 fee then it should be in the original contract. They also charged me a 50¢ per gallon fee to pump the propane out of my tank. I have no issue with that fee as I recall that being discussed when I started with ******* Gas in 2005 and that fee seems reasonable. A $100 fee to pick up a tank is not reasonable, if they do not want the tank back that is their decision. I have cancelled my account with them and received a refund check of the amount of the propane in my tank minus the pump out fee and the $100 pick up fee.

Desired Settlement: I would like to have the $100 tank pick up fee refunded to me as it was charged in bad faith. My original contract did not include this term and any later correspondence did not provide me with the option to opt out or cancel the service at that time without incurring the fee.

Business Response: All customers were mailed the Fee schedule, but in fairness to the customer who states he was not aware of the fee, a refund will be processed in the amount of  $107.25 which includes the tax. Please allow up to 10-14 business days for process and mailing.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,






















11/25/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Suburban delivered fuel/propane to me the last part of winter and then came back after summer, which means hardly any fuel was used with warm weather and outside grilling is done, not much fuel is used in summer weather. Suburban delivered fuel on 10/23/13 and at that time, I only needed 4.7 gallons of fuel and I was charged $50.95 as a minimum bill.($10/gal). I then called the office in Indiana, PA to complain and was only offered the explanation of "that was the minimum charge". I then advised the women that I was talking to that I wanted to return my tank, she said they would be picking up my tank ASAP, but couldn't give a specific day. On 11/01/13, I received a bill from Suburban, after they picked up my full tank, saying $459.90 was owed and they subtracted $50.95 I owed, making my bill $-408.95. I then received a phone call from a survey company, asking if I would recommend Suburban Propane, after the survey, on 11/04/13 I received another bill giving me only $-313.60, they decided to charge me now for a restocking fee of $95.35. Now on 11/12/13, I received a phone call to tell me I should receive only the $313.60. My response was if they thought of anything else to charge me for, I would be getting nothing, I had been a long time customer of Suburban, without issues, but this is uncalled for and I feel I am being taken advantage of and was never told I would have to pay a restocking fee? $10/gal for propane and then the $95. restocking fee? I was never advised a restocking fee would be charged,found that out after I did the survey phone call.

Desired Settlement: Return of the restocking fee. I had been advised in a previous letter from Suburban that my tank needed to be replaced anyway because of the age of my tank. Any my first billing stated I was being charged the $50.95 and would be returned $408.95.

Business Response: The re-stocking fee is part of a contractual agreement but will be refunded as requested.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

****** *****




















11/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My propane tank was filled on 10/22/13. On 10/23/13 I wrote to Suburban according to their instructions disputing the number of gallons they said they put in my tank. They stated 72.1 gallons and I checked the gauge before and after the refill and calculated 58 gallons. Additionally other propane companies in my area are charging $3.00/gal versus Suburban's charge of $4.599/gal. I feel that I was grossly overcharged and had never received so large a bill from the company they took over ******** Propane). I did not receive a reply to my letter, other than a standard copy of their "Terms and Conditions for Propane Service", which basically stated they could charge whatever they wanted to and if I cancelled service they would charge me to come and get their tank plus add fees for pumping out any unused propane and they would not be liable for any property damage. My bill also included a $9.62 Safety Training fee for Suburban's employees which just added insult to injury. Since I did not receive any reply to my letter I went ahead and paid my $342.96 bill on 11/11/13 rather than chance getting slapped with a late fee on top of the price gouging I felt I was subjected to. Product_Or_Service: Propane Order_Number: # *********** Account_Number: # **************

Desired Settlement: DesiredSettlementID: Refund I feel that I am due a refund of at least $65.00 if only based on the number of gallons my tank showed before and after the refill and not even considering that they are charging 50% more than other providers.

Business Response: We have adjusted the price per gallon to $3.70 and 25 free gallons for his trouble. We apologize.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

**** *******




















11/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing in regards to an issue that I feel needs to be reviewed. I would like to file a complaint in regards to service, cost and inability to prove their billing against: Suburban Propane ** ******** ****** ******* *** **** ***** I have been a customer for 16 years with Suburban. I bought my home and I immediately signed a budget contract with Suburban that included automatic cleanings twice a year. Approximately eight years ago there was a hole found in my furnace, by a personal friend who worked for a competitor oil company, Suburban was to blame and they replaced my furnace at no cost. I felt that accidents occur and they made right by it so I would continue with them as a customer. I noticed over the years my budget increased quite a bit. This past year, it peaked to $175.00 a month. That contract was to include two cleanings per calendar year, an emergency visit, if needed, I never needed one, and automatic oil fill ups. I was advised that my tank was filled in February and December. Please understand I have a 1500 square foot home, one floor. When I got the $875.00 bill in July, I almost dropped dead. The oil in my home ONLY is used for the forced hot air, which I had turned off the furnace back in April. I also do not turn the furnace up any higher than 67. My house does not need it, it is small and well insulated. My question to Suburban was how much oil could I possibly be using? I am paying $2100.00 a year. How could I get a $875.00 bill. The answer was “oh we just filled you up so they sent a bill.” SO Explain this one SUBURBAN, how is it that my surrounding neighbors all got the same bill? I paid $2975.00 for oil last year. It simply does not make sense. I shared my story with many and everyone said that is absurd! There is NO possible way that I burned that much oil. My boyfriend’s house is three times my size and he paid what I paid also. Over this past weekend I had a family friend, who works for another oil company over and we were discussing my bill and my situation. He also verified that NO WAY, simply NO WAY, that I could be burning that much oil. He also checked my furnace to make sure there were not issues. He said “******* this furnace has not been cleaned.” I said “Yes it has, recently, suburban comes twice a year and cleans it. I have the contract and paperwork to show that they were here.” He showed me the suet build up and the dirty color and again indicated that there was no possible way that this was cleaned. He cleaned it today for me. This has brought me to this complaint because I have had it! I pay for a service that is very serious. I am a responsible woman who pays my bills on time, always. I expect if I am paying for a service I want to feel confident that the service is being done. Today, I canceled my account with Suburban; let’s see how long it takes me to get my refund. I contacted **** ***** company to start as a new customer. I would really appreciate someone looking into this business and expose their false service and overbilling of people like me. It is not okay! Ethics and honesty are not values of Suburban. They should be ashamed and I hope and pray that they are exposed. Thank you for taking the time to read my story. Please feel free to contact me ************. ******* *******

Desired Settlement: I just want them to be honest... they know that I did not owe $ 875.00 in July and I think they should HONOR that.. I sent them too much money. They took advantage ofa good customer. I want an investigation done, they need to stop taking advantage of people. That is not ETHICAL. thanks

Business Response: The CSC manager was able to discuss and resolve the cutomers concerns.

11/15/2013 Problems with Product/Service | Complaint Details Unavailable
11/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When we bought our house, the propane tanks were full. I had a representative from Suburban Propane show up at my doorstep one afternoon, about a week ago. He informed me he was here to turn off my gas service, unless I established an account with Suburban Propane right then on the spot. I called the office, and spoke to ****** ******. I told her that our tanks were full, and I did not need their services at this time. ****** told me that I had to sign a contract with them, or our gas was going to be shut off...regardless of the fact that we owned the gas outright. She said if we did not sign a contract, our service would be disconnected. She claimed that 'notice was left', but I never received it. I remember someone coming to my door a few weeks prior, but they did not inform me that I was going to have my gas service shut off. I'm not sure if they were from Suburban, or an Oil company (we have oil heat), but I thought they were just being friendly and trying to sell me their services. I have never had propane so I had no knowledge of how the process worked. While waiting for the papers in the mail, I decided to do some research and reached out to a few other propane companies, to gather as much information as possible regarding pricing and routine procedures when it comes to having propane. I was told by multiple companies that if the gas in those tanks belonged to us, that we did not need to sign a contract with anyone. If we were able to provide documentation to prove the gas was transferred to us when we purchased the property, then we should be able to use up our gas. I have been emailing back and forth with ****** for several days, trying to figure out a solution to this. Not only has their customer service been beyond sub-par, but I feel as if they are trying to trick me into signing a contract with them, making it out to be that I had no other option but to sign a contract with Suburban Propane. I have been misled and mistreated.

Desired Settlement: I just want to use up my gas, and decide on who to purchase it from when it runs out. I do not understand why I have been treated so poorly, and I do not appreciate being misled. I can forward the string of emails between myself and ****** ****** to whoever desires to see them. I do not feel as though I have asked any inappropriate questions, or requested any information that would not be useful to me in making a decision on how to proceed with this situation. I have been treated as though I do no have a right to the information requested. ****** said they left notice, and I said I didn't get it. So maybe I should have gotten a breakdown on how it all works, instead of someone knocking on my door saying essentially "sign a contract with us now, or have your gas turned off now."

Business Response: The CSC Manager spoke with the customer and they came to an agreement. This issue should be considered resolved.

11/5/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I called to fill our gas tank and ********** propane was sold to suburban propane and the lady told me I HAD TO STAY with them bc we had a contract with **********.. I was told I needed to put a minimum of 200 gallons so I agreed. I was never told the price per gallon! They came out and filled our tank and charged us 2.59 a gallon when I called and they are 179 a gallon.. when I called to tell them the competitiers are 179 they told me that was our going rate and we even paid that day. I wrote them a check of 540.49 that day!! I called and talk to a manager and all he could say is our credit without showing us a credit report when both of our credit is over 700!! I am very upset with this company and would like them to give me the gas for 179 a gallon or fill it up to equal what I paid at 179!!

Desired Settlement: I WOULD LIKE THIS NEW COMPANY TO GIVE ME THE RATE OF 179 A GALLON OR FILL MY TANK TO THE AMOUNT I PAID AT 179 A GALLON..

Business Response: The customer called on 10/15/13 stating  her tank was at 5% and was requesting a minimum delivery. She was advised the minimum delivery is 200 gallons and we would need to collect $540.49 because her credit term is COD. She called back after the delivery was made and paid for and questioned the price. I advised her because her account is Will Call and she ordered a minimum delivery instead of a complete fill the price per gallon is higher. I explained the 3 previous deliveries ( minimum fills) were charged at the same rate.

10/16/2013 Billing/Collection Issues | Complaint Details Unavailable
10/15/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 5-1-13 I had a new tank put in.Suburban gave me a credit for 54 gals.Each tank empty only takes 97 gals.On 5-7-13 an alleged delivery was made for 260 gals.I have 3 tanks.The new tank they put in told me it had approx 22 gals in it and then they later changed it to 12.If one tank had 54 gals the other two tanks would have APPROX the same. The delivery man never left a receipt and I didnt even know he made a delivery, approx a month later I get a bill in the mail, I did an inspection of my tanks and they were not full and one tank was closed and gauge read 55 units, I called and spoke with ***** who insisted I had to have a delivery, she then spoke to the driver who said he remembers the delivery and not leaving a receipt but doesnt know why he didnt leave it and he also remembers the tank being closed and thought that the customer (me) closed it.. If tank was closed and it was filled up how come the gauge was only reading 55 units. ***** said she would look into it and get back to me. I then started getting late bills in the mail, called up again and ***** refused to speak to me and **** from Suburban collections was on the other line. Then spoke to someone else and they sent a service man out. Service mans name was ******* he conducted his test looked into my usage for the last 5 years and agreed with me that I never received a delivery. He told me he spoke w/****** and ***** and they would be in touch w/ me. By Mon 6-24-13 I never heard from anyone. Two weeks later I called them and was told they were working on it. Approx 8-14-13 kept getting late notices w/ a surcharge spoke with *** a Service Mgr. and he wanted to send ******* out to do more tests, I agreed but was away and said ******* could go on my property and haven't received a call back from *** and just received another late bill. Just tired of speaking to people and getting nowhere, tired of being treated rudely by a company I've been with since they took over Agway, always paid my bill in full.

Desired Settlement: Never got a delivery, want to stop being billed for it and give me credit for the 54 gals. they took out towards my next bill. If they would like they can give me my credit and I will take my business elsewhere.

Business Response: The customer and the CSC manager came to an agreement and a 90 gallon adjustment has been made.

10/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We had submitted a check for payment, and due to a financial emergency, realized there was going to be a problem and called to make arrangements. ******* in the call center said they would not process check if we set up ACH payments, which we did for every Friday, with the first one due to debit on 5/31. Instead, Suburban Propane DID process the check AND debited our account the $248.25 payment on Wednesday 5/29. Because our budget is so tight, it is imperative that things are paid when scheduled not before, not to mention we had set up the ACH payments in lieu of the check. The two debits caused our account to overdraw and despite stopping payments on both with the bank, caused our mortgage check to bounce as well. We were charged $107 in fees from our bank as a result of this incident, not including the fees for mortgage bouncing. I was told by ******* to fax the bank statement showing the fees and we would be credited, which never happened. I also discovered that in addition to the bank fees, Suburban Propane charged us $20 per transaction as well. Inasmuch as this incident was the fault of Suburban Propane, we should not be responsible for the fees incurred by both our bank and our account totaling $147.00. I have spoken with various call center agents and always get told the same thing - submit your bank statement and we'll take care of it. I have copies of two letters and documentation that were faxed as requested, first one on June 27th and August 10th.

Desired Settlement: I would like Suburban to credit the $147 in fees back to the account as I was told they would. I have already requested they pick up their equipment and terminate my contract, however I expect to be credited for the propane still in the tank.

Business Response: The customer's tank was picked up on Sept. 27th as requested. The account has an overdue balance of $251.08.

Consumer Response:
Complaint: *******

I am rejecting this response because: It does not address the issue of the credit due because of their improperly debiting my account, nor does it take into account the credit for the propane still in the tank.  However, I have just spoken with **** out of the Denver office and he seems to be making an effort to correct the situation.  Assuming he follows through as he has indicated I will consider the matter closed.



Regards,

*** ********





























Business Response: The customer is working directly with the CSC Manager and has indicated she is hopeful they can reach a resolution and  will consider this matter closed.

10/13/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 9-18-2013 Suburban Propane delivered 56.5 gallon of propane to my home that I did not order with a total payment due of $180.31. My account number is ******************. The invoice number is ************. When I spoke with "***** ******" at customer Service ************ she informed me that I had signed up for auto delivery. I did not sign up for auto delivery. I purchased the house June 22, 2013. The house is only 956 square feet and has two (250) gallon propane tanks. Highly unusual for a house this size using a small 35 gallon hot water heater for propane use. When I had the tanks inspected in June they were at 92 % and 62% full. I remarked that I would not need propane for a very long time, and even asked to have one of the tanks removed-which I was told it would cost more to do this then just pay the rent on the extra tank. I was also told "when ordering propane be sure to tell the service agent to bring the long hose due to the distance between parking and the house's tanks."This is not something I would have been informed of if I was signing up for auto delivery. I have all of my contract forms and a previous bill dated ******** with a balance of (0).

Desired Settlement: I would like to have the bill adjusted to be paid when I actually use the propane or have the propane removed from my tank, since I did not order it. I am a teacher living on a single income. I have a very strict budget. I would have never ordered propane I did not need, nor would I order $180.00 worth.

Business Response: The CSC manager spoke with the customer and resolved her issue.

10/12/2013 Problems with Product/Service | Complaint Details Unavailable
9/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a 15 yr customer in good standing with Suburban Propane. Have been on budget plan for the entire time and never had more than my monthly payment requested. My budget payment was adjusted up and down to account for usage. For the first time this year they let my budget plan run out without notifying me and immediately filled my tank requesting immediate payment of the full amount. They then tacked on a silver plan for maintenance which I did not authorize by signature for this year. Their explanation was it automatically renews. I know this is not true because every other year I have signed for the renewal of this silver plan maintenance. My payments have always been on time and I have been a customer in good standing for many years. Even though I feel Suburban was wrong to let my budget plan run out I am paying double payments to try and get caught up. It is not my fault they neglected to adjust the usage for the proper monthly budget payment and it is not my fault they let the budget plan run out. Proper notification should have been made way before this happened. Complaint: Budget plan was not adjusted properly resulting in high amount owed at end of year, tank was filled immediately after budget plan ran out without notification, silver plan was renewed without my authorization. Late charges were tacked on even though I've been making double payments to get caught up.

Desired Settlement: Cancel all service with Suburban Propane as I have requested several times. Cancel Silver Plan for maintenance as I did not authorize it. Adjust bill for late charges as late charges are not my fault. Budget plan should have been adjusted to account for usage like every other year.

Business Response:

During the customers mid year budget review in January, it was estimated that she would only take one more delivery before the end of her budget cycle ( July 19th). However, due to colder than normal temperatures in January, February and March, our automated delivery projections brought the customer up for an additional delivery on May 23- almost 2 mnths before her cycle was due to end.  This additional delivery caused a "settle up"balance on her account to be paid prior to 8/19/13.Our CSR attempted to work with the customer offering to extend payment due for an additional month beyond when it was due.  In regards to the customers concern about the Silver Plan, her Silver Plan has renewed automatically every August since 2009. We do not require a signed authorization every year. In an attempt to resolve this matter , we will credit the Silver Plan $205.15 and late charges $9.60. 

9/27/2013 Problems with Product/Service
9/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After being a customer for appx. 30 years, we could not longer afford the high price of propane. We closed our account. There was nothing owed to the company. We requested our original deposit of $100.00 to be returned. We received a check for $50.00 stating that they had billed us $50.00 just to close the account. Why should I pay them $50.00 to come retrieve their tank? Really, $50.00 just to close an account that we owed nothing on!

Desired Settlement: I would like the other $50.00 that they owe me.

Business Response: The charges have been removed and a refund in the amount of $50.00 will be processed.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

****** *********




















9/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My husband contacted Suburban Propane by letter in February of 2013 requesting that the propane tank on our property by picked up as we were switching propane suppliers. The tank sat in our yard until August and in the meantime we were billed approximately 102.57 for the yearly rental. I called and asked why the tank wasn't picked up and was told it took two guys (and obviously 6 months) to retrieve the tank and that it would be picked up in August. The tank was removed and was approximately 35% full. During my phone call about the delay in retrieving the tank I was told a check would be sent in 10 days refunding the propane balance. I was not told there would be a re-stocking fee. Three days ago I receive a statement in the mail showing a 351.46 credit on my account. I called and complained that there was no detail showing how the balance was arrived at and was told that I would be called the next day, Thursday, August 29. I still have not received a call. Today I received in the mail a statement showing detail. I was credited 614.53 for the propane return and then Suburban deducted 160.50 for a re-stocking charge and 102.57 for a previous balance for the tank rental. I informed them via phone on Wednesday that I would file a complaint with the better business bureau and I guess this is their idea of resolving my complaint. I I w

Desired Settlement: I would like a check sent to me as promised for the amount of propane in my tank when it was picked up. The amount is 614.53

Business Response: We spoke with the customer about her issues. She was upset that she was not credited back for the rental that billed several months after her initial request to have the tank removed. She said she understood the restocking fee and was willing to pay it, but I agreed to refund her for that as well based on the customer service she had previously received. She was very appreciative. I explained the process and that would be two business days for us to credit her back and issue the refund, and then 7-10 business days after she should receive her refund. She was satisfied with that. I gave her name and contact information and told her to call me directly if she had any further questions or complaints. She thanked me and said she would.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

***** ******




















9/26/2013 Problems with Product/Service | Complaint Details Unavailable
9/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Upon my close out of my service with this company. I was not credited with the tank rental fee. I called customer service and was told by ***** that "the tank fee is not refundable after the invoice date". This rental is for 8/2013 to 8/2014. The invoice date was 8/14/13, I received the bill after this date (est on 8/21/13). I closed the account on 8/23/13. The late notification by this supplier does not give a customer time to end the current agreement without incurring this charge. Also, this supplier does not state, what ***** told me on the phone, on their web site http://www.suburbanpropane.com/support/fees_charges.html. this policy. I have remitted by "balance due" to this company in the amount of $18.61.

Desired Settlement: I am seeking a refund of the tank fee ($72.00 + tax) $76.32

Business Response: The CSC Manager was able to discuss with the customer and agreed to refund the Tank rental. The Customer should receive the check in approximately 15 days.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me (pending recipt of refund).

Regards,

****** *******




















9/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In July/August of 2011 I signed up for a contract to use Suburban Propane's auto refill program after receiving a flyer in the mail that offered a free signup in the "silver" program in exchange for signing up. Of particular interest to us as part of this program you received a free furnace cleaning once a year. As my husband and I had only recently purchased the home we decided liked that idea and decided to sign up for the program. We received the free cleaning in August of 2011 and used the autofill service where the company automatically delivered oil without us having to call. The next summer, 2012, I got a call to schedule my cleaning again since I was still enrolled in the autofill program and again, it was scheduled for August. I don'tt have proof of the price being free again but I have checked all my credit cards (the only way I pay Sub Prop) and there is no charge for the cleaning or the "silver" program at that time. The next charge was not until October of that year for over $600 which was out first delivery of oil for the winter. This summer, 2013, I again got the call to schedule my cleaning, got the furnace cleaned, and thought nothing of it. Until today, 8/22/2013, when I received a bill for $139.95 for the "silver package" a price I find out is only $10 more than the price of a furnace cleaning on its own. When I called the phone number to protest the charge the local office was closed and I was transferred to customer service. I was given to a supervisor, ******, who simply stated she couldn't do anything and eventually put me on hold and hung up on me. I called back and received the supervisor **** ***** who helped me get a local manager (*****) who insisted that the free package had never been an offer. I told him I wanted the charge removed and if not I would report this to the BBB and the head of the company. He simply repeated over and over, talking over me that he would check tomorrow, not that he would do anything. Then he hung up on me.

Desired Settlement: I would like the charge removed from my account and something proving it was removed. If I have already paid it, because I don't want them to send it to collections or ding my credit score, I want a refund. I also want removed from the autofill program so that I don't have to deal with the company anymore.

Business Response: The free tune up (Silver PLan) program that the customer is referring to was for the first year - when it renewed the second year the customer was billed $139.95 on 8/14/12 and she did pay for it with check #*** the amount $139.95. I have copy of check and called **** this morning to again try and explain it to her. The contract again automatically billed 8/14/13 and was cleaned 7/22/13 under the contract. I told **** if she did not want to keep the contract that I would remove it but since it was already cleaned she would need to pay for tune up $129.95. I offered to send her transaction history showing she was billed last year and a copy of her check.  She declined. 

Consumer Response:
Complaint: *******

I am rejecting this response because:

I accepted being billed at the $129.95 rate as we will certainly never be using the company again and had no use of a service plan from them, and when my husband called to pay for it he was charged the full $139.95.
Also, the gentleman stated during our conversation that a free silver plan was NEVER an offer. This was during the conversation where he hung up on me. 
Had we been presented our account information the first night rather than being hung up on by a manager and a customer service supervisor things could have been different.  However, after this treatment and then being charged incorrectly and lied to about that, I do not accept the managers version of events.

Regards,

**** ********





























Business Response: We apologize for any misunderstanding and mis-communication , the promotion for the Silver Plan was only for one year.

9/13/2013 Problems with Product/Service
9/10/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In August of 2013, I received a letter from Suburban Propane, from there Temple, Pa HQ that my propane FIXED price thru June 30, 2014 would be $2.669 per gallon. On September 4, 2013 I received a delivery of 298 gallons of propane at $2.76.9 per gallon. On September 4, 2013, I contacted there office and spoke to ***** about the discrepancy. , ***** called me back on September 5, 2013 and told me that the heating season has not begun and I should have refused delivery. This is not right, I had 500 gallons in my tank but did not see the harm in topping it off. They are topping off tanks at higher price after they send a letter at a lower price. I have the documentation.

Desired Settlement: Lower my price to $2.669 per gallon as stated in their letter to me, for the fuel they delivered.

Business Response: Spoke with the customer this morning and came to an agreement for September billing at 2.669 a gallon.

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

******* *****




















8/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Am closing a fuel oil account with this company, and my account (#***********) has a credit balance of $698.13 for pre-pay gallons. I am in possession of their statement showing this credit amount. I made a formal request for return of my funds in a letter to them dated July 26, 2013, following two calls to the company. Today the company confirmed that they have received my letter; however, the refund check would not be going out to me for as long as 10 weeks. I find this time frame a little ludicrous.

Desired Settlement: Return my money within a reasonable time............10 days.

Business Response: researched account, account set up indicates the credit on file is part of a lock-in pricing program initiated by **** and Home. The associated agreement is likely to be on file in the customers file located in the ******* office, all similar agreements have clearly indicated that cash refunds are not available as part of the program however we can apply the credit towards future lock-in plans or deliveries at regular price. I attempted to contact customer and left a message to advise that the refund is being researched and to please contact our office for further information. -**** *****

8/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: while I was deployed overseas in Iraq as a American Army Soldier. I had set up all the household bills to be paid on line through my bank. I had over payment of around $60.00 a month going to Suburban Propane, I was basing the payment on usage of 800 gallons a year. I was Gone about 6 months Suburban Propane had billed my wife for over $300.00 and told her that they were going to cut off our service. I went ahead paid this and then again the amount I owed had had gone back up. This time it was around $600.00 and I had paid that. I was real upset when I had gotten home. I went down to the Oakhurst office and found out that they had made a mistake in reading the bill There was a -2000.00 which meant a negative amount or a credit The only way for Suburban to pay it back was to continue their service I thought we had settled everything out. It took another 2 years to 3 years to get this back down to a zero balance. July 2007 to Mar 2009. I was working on getting Jacks Propane service paying again in Oct 2010 While Suburban kept filling there tank every 2 to 3weeks This makes it hard to change companies. I had gone into the Oakhurst office several times to get them to stop and let the tank in Dec 2011 My wife and I had walked into the Oakhurst office and paid cash on the balance owed and we swapped companies. Now almost 2 years later I wind up with a $1100.00 bill. Seems that around January 2012 the Manager from Oakhurst Suburban had moved up to Organ. My wife and I think he probable took the cash with him. And my wife has it in writing that The Tank that Suburban leased to us was leaking. We haven't used 800 gallons in 1 year since.

Desired Settlement: Just call it even I'm real upset with Suburban and ashamed to mention I had even dealt with them. After what everyone else had told me about them I fell that would be my punishment for being to easy with them.

Business Response: After reviewing the logs on this customer's account - I find that Mrs. XXX came into the office on 5-2-11 and complained that she had made a payment in the office in December 2010 of $753.05 that never made it to the account. On that same day (5-2-11), the customer made a payment of $600 and promised to pay $145 by the 30th of every month on the balance. After searching for the payment, the CSC Manager at the time notified Mrs. XXX on 5-24-11 that Suburban Propane would need a copy of the receipt in order to credit the missing payment to the account. Mrs. XXX was to look for the receipt - but never produced one. Instead Mrs. XXX requested a payment plan of $200 per month to pay off the balance. The CSC Manager accepted the payment arrangement, however the customer never made any of the $200 payments as agreed. The tank was picked up and balance turned over to collections after the AR Department was unable to reach the customer because the phone was disconnected.



This customer never provided Suburban Propane proof that they made the $753.05 payment in the office.



Nothing in the work order history indicated that there was a leak at the tank.

8/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After repeated attempts since 2010 to get the company to change/update the old tanks, and after erroneous billing issues- such as charging us $200 because we did not use any propane (minimum usage fee!!!?!)- we decided to cancel our contract with this poor excuse of a company. We were told in Sept 2012 that they would come out, finally remove the two tanks, and credit us for the propane that was still in those tanks (they are both nearly full). Instead, we receive monthly bills for propane we never ordered, compounded by a late charge that is now over $100. We call the company and they say to "ignore the bills and the late charges, we will come get the tanks and credit you for the propane in them, and remove the late charges." We have called over 30 times and no one has come out to remove the tanks, give us credit, and the bills keep coming. It is now almost a year since we cancelled the service, not to mention 3 years since they said they were going to update and remove the tanks anyway. It is a hazard to have so much flammable liquid sitting under our house. They also take up a significant amount of space. We want these tanks removed immediately or legal action will be taken.

Desired Settlement: Remove late fees from bogus bill. Remove full propane tanks as promised in Sept 2012 and refund us for the amount of propane left in them that we have paid for.

Business Response: On 7/24/13 we recovered * **** *** cylinders that contained 188.2 gallons of propane. I have credited the gas back at the last price paid which was $4.399 per gallon. This created a credit balance of $827.89 which has now been refunded to the address of record.

Consumer Response:
Complaint: *******

I am rejecting this response because:

I have not yet received any compensation for the propane. I have also not received a guarantee that I will no longer be sent any outstanding bills

Regards,

***** ******





























Business Response: While the refund request was placed on July25th it was not issued from the home office. The issue was corrected on August 6th and is now in the mail(as of 8/9/13) to Mr. ******* The second issue is a two part answer. I can attest that no further billing will issue from this office as that account is closed here.

8/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased our new home in 2004. We were aware that Suburban Propane owned the tank on our property and we have a contract that told us after settlement, we could purchase the tank from Suburban Propane. After settlement, I called and inquired about the purchase price and was told (by ***** the cost to purchase the tank was $5,000. This was not what was listed in our cotnract. We have tried repeatedly for over 9 years to purchase the tank. Our main reason for purchasing the tank was the "higher than our competitor" per gallon prices that Suburban was charging their customers. In 2010, several homeowners in our neighborhood purchased their tanks from Suburban Propane - one of them on the same street and they settled 3-4 months after we did in 2004 - for LESS than what Suburban had wanted to charge us - our price , in 2010, was $3,000 vs. the neighbor's cost of $774.00 plus tax. We compared our original contract with our neighbor's contract and they are IDENTICAL. I have tried, again, and again over nine years to try to come to some sort of fair and reasonable settlement with Suburban. I was again, in 2013, quoted a purchase price of $696.79 plus tax - a more reasonable price, however, it still does not agree with the purchase price/depreciation that was offered to our neighbor or in our original contract. When I questioned the calculations, ******** was extrememly rude, told me that I was being dishonest and told me she was sending this to collections - which she did. I spoke to ***** in the Suburban Corporate Collections office in June 2013 and she was going to call the division office and pull our records to see what has been going on for the past 9 years. To date (7-18-13) I have heard nothing from anyone at Suburban. Suburban has been intentionally trying to overcharge us for the purchase of the tank for nine years. Their customer service is abyssmal and horrific. Suburban overcharges and lies to homeowners consistently!!!!

Desired Settlement: We wish to end our relationship with Suburban Propane. We feel that after the gross incompetence and blantant lies told to us by Suburban employees, we be released from our contract with Suburban at no cost to us, as compensation for what we have been put through for the past 9 years.

Business Response: The customer was charged and billed at the price of $696.76 plus tax

8/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: When I bought propane and heating oil, the company was ******* Energy in Morrisville Vermont. I got a fuel assistance credit from the state of Vermont to use towards my fuel. I got a bill from Suburban Propane P0 Box 160 Whippany, NJ 07981 yesterday for $188.72. I called today to inquire about it, I hadn't purchased anything from this company and had a $0.00 balance from ******* energy when this company took it over! The lady named ***** said she had to call me back. She called back and told me they had to send $188.72 back to the state of vermont, because I didn't use my credit by 2/22/2013. I told her this made no sense to me, I paid ******* on 3/2/2013 I had 100 gallons of heating oil delivered, they used the rest of my fuel assistance I had credited and I owed $134.98 pd with Check *****., which paid my account in full!! I recieved a bill also for my furnance cleaning for $327.31 which I paid 5/20/2013 check #101 which made my account paid in full!! She told me that my fuel assistance didn't include propane, so I had a credit balance of fuel assistance back on my account, since I didn't use it by 2/22/2013 they just sent it back to the state, making me owe $188.72. I shouldn't of paid for my heating oil on 3/2/2013 of $134.98 because that was covered if I had a credit for 188.72. I told her this made no sense....it was there mistake not mine, she apolized, but told me I owed this....so by my calculations if I had a credit and was never told, I shouldn't of got billed for the 134.98~ that was my credit applied to my account~ they should of billed me the 188.72 because that shouldn't of come out of my fuel assistance, but instead I already paid 134.98 and on top of that they want me to pay 188.72~ because they messed up......my figures tell me I owe them a told of 188.72-my payment of 134.98 (that was heating oil so I should of paid 0.00)=I owe them 53.54 and not a penny more!!!!!

Desired Settlement: This was there billing mistake not mine!!!! If in fact I owed them 188.72, then I already paid them 134.98= so I only owe them $53.54.....but they never told me I had a credit, they never put it on any bills they sent me.....I paid what ever was on the bill and owed $0.00 to *******, so could you help me please and thank you!!!!

Business Response: Ms ****** got a Fuel Benefit for $1682.00. She used $1493.28 in Fuel Oil. The balance of $188.72 was returned to the State of Vermont. The State only pays for one Product. Ms. ****** also used Propane. She has been a customer for years and knows how this works.Before the conversion both products were set up on one account. The balance due for LP which she did not pay for.

7/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was previously a customer of Rocky Mountain Propane for 3 years and never had any problems with making monthly payments. When Suburban Propane purchased the company, I have discovered that they apparently do not like accepting monthly payments. Yesterday (7/10/13 they locked my propane tank due to "non-payment". However, this is not true, because I have been making minimum monthly payments of $50. They have also been charging late fees and interest charges every month, which they are not willing to reduce. Our balance is only $282 and they are stating that we have to pay the balance in full along with a $175 reconnect fee before our service will be turned back on. If we had the amount due, we would have paid it. Since we do not, we have made monthly payments. As well, after receiving a letter from Suburban stating my service would be shut off, I called and spoke with a local representative. She told me that the letters were uglier than they really were and to just continue making my monthly payments. I do recall asking her if my service would be shut off and she said "no", as long as we continue our monthly payments - which we have done. Today, I spoke with ***** (manager) in the Washington office and she did not sound like she cared at all. However, in the mean time, we have no hot water and no way to cook a meal. Fortunately it is summer time and we do not need heat. I am shocked that such a big company is in such dire straights that they are not able to accepts monthly payments from a family who is struggling financially.

Desired Settlement: We would like our service to be reconnected with no additional fees and for the company to accept 3 more monthly payments in the amount of $94.00 to pay the balance in full.

Business Response: We have set up Auto payments for the $94.00 (3 payments)

Consumer Response: [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

**** *********




















7/23/2013 Problems with Product/Service | Complaint Details Unavailable
7/13/2013 Billing/Collection Issues | Complaint Details Unavailable
7/11/2013 Billing/Collection Issues | Complaint Details Unavailable
7/9/2013 Billing/Collection Issues | Complaint Details Unavailable
7/9/2013 Delivery Issues
7/5/2013 Problems with Product/Service | Complaint Details Unavailable
6/25/2013 Billing/Collection Issues | Complaint Details Unavailable
6/18/2013 Billing/Collection Issues | Complaint Details Unavailable

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