ComplaintsforSuburban Propane, L.P.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  A month ago, a technician was sent out to repair the fuel gage. The technician did not fully repair the problem and because of that the tank went to 0 gallons without warning on 3/27/2024. Since the gage wasn't reading correctly, this came as a shock. I was told by Samantha that after the necessary repairs were made that I would not be charged anything. After the discussion was had, and they put 200 gallons of propane in the tank, and I was charged $1176.95. I brought this to their attention on 3/28/2024, and was informed that a manager would contact me. After waiting 3 business days for a return call, I contacted them again. I was informed that instead of honoring the original statement, they had dropped the price to $813.15. This resolution was done without them communicating with me. I am disappointed in their lack of communication, and disregard of costumer service. This is not the first time that something like this has happened. They once filled the propane tank without permission and proceeded to charge us the full amount. I, again, was informed that a manager would contact me. I attempted to speak with a manager for 3 days before a resolution was found.

  Business response

  04/07/2024

  Our manager have reviewed the account and listen to the phone conversations. We have determined that there was a miscommunication in our office between the CSR and the Service department. We have reached out to the customer and apologized for the misunderstanding and any inconvenience this may have caused her. Customer is satisfied and will continue to use our services and will communicate with our manager with any concerns. This is resolved.

  Customer response

  04/07/2024

  [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,
  
  ****** ********

• Initial Complaint

  04/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am on a propane prebuy plan. I had ***** gallons remaining on my plan. On 4/1/2024, I received an automatic propane delivery. I did not request delivery. Suburban Propane left a notice that they filled ***** gallons. That seemed odd, after I just had a ***** gallon delivery on 2/5/2024, but I haven't looked at the tank reading recently, and their receipts always have zero for the "start count." (Suspicious they don't want you to know what the starting level is!) Anyway, since the ***** gallons covered by my prebuy plan were exceeded, they are charging me 79.3 gallons @$6.189. Current rates in ******** on the eia.gov site are $3.599. Not only is Suburban Propane charging me an exorbitant rate, they filled my tank and exceeded my plan limit without my consent. When I called to discuss this, I was told it's up to the customer to watch the delivery tickets and to call and tell them if I don't want to exceed my remaining gallons. I asked how I was supposed to know that ***** gallons remaining on my plan (from the last delivery ticket) wasn't enough for the end of the year--the WARMEST year on record. THEY are the ones who determine how many gallons I need in my plan. How in the world would I know or be able to estimate consumption rates as a consumer? They should AUTOMATICALLY cap the delivery at the amount left on a plan, and it should be up to the customer to call if they want more (not the opposite). Why on earth would I want an extra $490 in propane in APRIL?!? This is not the first time I have had disputes with Suburban Propane. They are the most disreputable company I have ever dealt with, and they have zero respect or care for their customers. If they didn't own the tank on my property--which is buried underground--I would switch companies right away!

  Business response

  04/07/2024

  We spoke with this customer and came to a resolution. We are rebilling  79.3 gallons at a lower rate and offered a complementary leak test of the entire system. Her usage is normal and we apologized for the misunderstanding. 

  Customer response

  04/08/2024

  [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 have still not received information about how to switch to a new provider with regards to the underground tank Suburban Propane owns on my property. I will pursue that separately. I will also pursue an answer regarding the 0.00 start count on every delivery receipt. How can the consumer track usage from one delivery to the next if we never know the start count when they deliver? I will be pursuing that with the ************************** and the MD Dept of Agriculture. Though the manager at my local office satisfied my complaint and was very helpful, I still believe there are deceitful practices going on (at a higher level than the local office).
  
  Regards,
  
  *****************************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They charged me for a emergency call when I told them it was not an emergency I paid their ****** then I figured well give them another shot got fuel delivered charged me way over the local price of other companies so I switched to a better company told them they needed to remove tank it took them 27 days to get tank then charged me a restock fee on the tank for their tank they own I have payed all other debts with them other than the tank restock fee. They are charging me for something I never owned or purchased.they are just upset because I have changed companies.this fee was never discussed at time of original setup

  Business response

  03/20/2024

  Customer called and wanted to be Will Call for deliveries going forward. We explained that he would need to call us for the delivery and it would take 10 - 14 days to make the delivery. He was good with that going forward. Customer was upset about the special trip fee on 3/3/23. We explained that since he called in stating he was out of propane and was on auto fill and there would not be a fee for a delivery while on auto fill, but since he was not out of propane and the batteries on his remote needed replaced, the fee was charged. Customer is going to make payments on the account.      

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Account #*********** Bogus billing statements began in September 2023 (last fall) and continue until the present (monthly). No products have been Purchased or Ordered from Suburban Propane in over 10 years! We have made several phone calls and mailed two letters to resolve this problem. The problem seems to be at the ************** in ****** **********. Local offices indicate that we haven't been an active customer since 2009 (by phone conversations). There doesn't seem to be a complaint resolution department or system in place at Suburban Propane.We just want the bonus bill to be corrected and the monthly erroneous bills to stop. Thank you,***************************

  Business response

  03/20/2024

  Customer is in possession of ********************** owned equipment.  If customers do not take a delivery they will be billed a monthly minimum requirement, as in the case here.  Customer could also be charged tank rent.  We would need to have our equipment picked up to stop the charges from occurring.  We can pick up the tank as soon as possible.

• Initial Complaint

  03/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My family and I are automatic customers for propane which is responsible for hot water, cooking, laundry, fireplace and so on. They have forgotten in the past to fill my tank and promised it would not happen again. After my deployed husband put in a delivery request with no call back, I called and asked that they come out same day because my family has been almost a week with no propane! My kids and I have had to drive 30 mins to borrow a friends shower which was awful, I have 4 kids (2 are autistic) and a deployed husband, and I run a business full time and I cant even get shower because they didnt fill it when they were supposed to. They said that they could come out same day but they are charging $255 to fill it. I feel this is completely unethical. I feel I should be compensated for their mistake! Not charged hundreds of additional dollars to get the service, as the automatic customer, they failed to service! Totally unacceptable. I even requested that they remove the fee given the circumstances and they had a dispatch manager call me back (*************************) who denied the fee be waived.

  Business response

  03/04/2024

  Customer was on a delivery hold for a past due balance in Dec. 2023 and many late payment charges. We ended up making a delivery on Saturday after she paid her balance and did not charge her the $255 emergency fee as a courtesy.  After speaking with her, she was very grateful and understanding.  She stated she was going to let the BBB know she was satisfied.

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Suburban Propane sent me a bill on 2/9/2024 for a delivery I never received. I contacted the local office, and it was discovered that the bill was for services that my neighbor received and stated that there was a mix-up, and I received the propaain in January. I never requested services in January, and my last requested service was in November. The neighbor to my left requested a propane in January. The employee was rude and attempted to insult my intelligence. It is not possible that I still had propane from November. I explained I check my tank every Monet and only run my stove on propane. I stated that I was highly dissatisfied with the service, and they were forcing me to pay for a service that I never requested, and they told me I could not cancel as Suboran owns my tank. They should notify the homeowner before coming as well as leave a receipt stating they were there. Now I am faced with my word against there's as there is no evidence of them delivering propane to my residence as stated earlier I never requested their services. I do not think this is a good business practice to charge a customer without proper notification as well as practice poor customer service.

  Business response

  02/28/2024

  Our GPS system has confirmed the delivery was correctly made.  Customer is a new homeowner, first winter in this home, and may not realize that he will go thru 1 to 2 tanks a winter (depending on the temperatures). This home uses LP Gas for primary heat (not back up). We have left ****************** several voicemails to come to a mutual resolution to this issue. We are willing to work with him but he would need to return our calls to discuss. We have many customers on ******** delivery plan, and it is ****************, no penalty for either delivery plan.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After a nightmare having an underground propane tank put in last year with Suburban Propane which was resolved after many months ( after delays, open hole filling with water, extra costs, etc.) by having the tank fully installed, I have a level gauge that has not worked since last year. I have had several power outages and the tank tests weekly but I have no idea what amount of propane I have. I talked to ***** at the ************* numerous times and was told a tech would be out to fix it. No one has come out. Another power outage tonight. So worried about getting anyone to fix or put in a new gauge so I can see if I have fuel for future emergencies.

  Business response

  02/26/2024

  We have resolved this with our customer. There is nothing wrong with the tank or gauge. System tested fine and the tank was full. Customer was satisfied with the service and explanation.

  Customer response

  02/26/2024

  [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,
  
  ***********************

• Initial Complaint

  02/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 12/23 I paid $520 for an inspection and gas for our pool propane tank. This was at a house we just purchased and did not move in yet.They sent a guy out to check for leaks and my tank had 35% left in the tank. They took the money and never delivered the gas as promised. They breached the contract. We haven't moved in the house yet because of unexpected cancer in our family. They will not return phone calls or email.

  Business response

  02/26/2024

  We have tried to reach this customer but our calls were not returned so we also sent an email, not response. We have offered a refund of the credit balance, if they believe future use will be needed. The other option is to close the account, shut off service and refund for the propane remaining in the tank. This will incur close out fees. We will wait for the customer to let us know how to proceed further on the account.

  Customer response

  02/26/2024

  
  Complaint: 21311021
  
  I am rejecting this response because:
  The offer was too low. I will settle for a  $200 refund.  They pick up the tank. No Close out fees and this issue is settled. I haven't returned their calls and email because I'm in the hospital. 

   

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

  Business response

  03/01/2024

  We can remove the tank and increase the refund to $200.00.  We cannot reach the customer, so customer should contact us to confirm.

  Customer response

  03/14/2024

  [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. Please credit the card on file in the amount of $200 and remove the propane tank ASAP!
  
  Regards,
  
  *********************

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed up with them back in July, paid a hefty security deposit but never got a bill. They then came out to lock the tank, the only way we knew about this was a neighbor stated they were on our property. I called and they said we had to pay $160+ which I was annoyed with but was finally able to pay today. They then tell me I had to pay another $59.99 to unlock. I dont have anymore funds to do so. We are on a fixed income and wasnt told there would be an unlock fee. When I spoke to them about this I was basically called a thief, Im not impressed. They were rude and they dont care about customers, we have to cook with propane because thats what came with our home. She then told me they could come take the tank without notice, I responded with you better refund my moneythey are crooked and Im considering reaching out to a lawyer

  Business response

  02/26/2024

  Complaint is filed by the property manager of ************. Account was opened 6/29/23. Had to pay $400 security deposit as her credit score required it. Up until 2/16/24 customer had not paid anything.  She had 6 late charges at $2.49 each. We removed all of those on 2/9 as a courtesy.  Customer owed $165.67 and called in on Friday 2/16 extremely upset that we had locked her tank per the collections department request for the back balance. Customer was given the requisite notice that the tank would be locked. Customer said she would call back the following week to pay the balance.
  

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called ************ Suburban propane office 1/4/24 to cancel propane service was told they would pick up tank within 30 days Called 3 other times to find out when they can pick up tank. Was given day of pick up on 2 of the calls and they never showed up on either of the days given. On Feb 8 ***** at the ************ office said she would call me back with a day to pick up tank but no call back ever occured. That was a week ago and still no call or tank removal

  Business response

  02/15/2024

  We reached out to ****************** who was extremely gracious and happy to hear that we were coming by this afternoon to pick up the tank. The tank pickup had been rescheduled a couple of times as a result of emergency calls, but it will be taken care of today.

  Customer response

  02/15/2024

  [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,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩