Customer ReviewsforSuburban Propane, L.P.

I have been a Suburban Propane customer for many years without a problem, but that all changed this year. I asked to have my tank filled at the beginning of April and hadn't asked what the price would be. Most years I would just get the average price in ******** which this year was $2.29, but much to my surprise I was charged $4.23 per gallon. When I called to discuss the issue they told me that is the price they charge if you don't lock in a price beforehand. I would suggest that any Suburban Propane customer make sure you lock in a price before scheduling a delivery. As I looked over my bills from years past, this year it's twice as much to fill the tank. Needless to say this will be the last delivery Suburban Propane will ever make to my house.

Our local manager spoke with ************** and explained to him that his account is on the lower end of usage, which is why his price was higher.
Also we delivered more in one delivery and earlier in the year. We did offer to rebill the propane at a lower rate per gallon as a one-time courtesy and he was very happy with this outcome.  

Absolutely ridiculous. I overpaid on my last propone delivery. Then I called to switch companies when the tank was empty. They then sent a bill that took my credit for the equipment rental fee, even though I didn't have the tank anymore. Then additionally sent a bill for early termination fees? I didn't sign any contract stating that I would be paying early termination fees. Nor was I informed. And conveniently, my credit disappeared and suddenly I owe the total amount.

We spoke with Ms. *** this morning and do not find her statements to be accurate. We tried explaining them to her but she started to make false accusations. We are mailing her the signed service agreement and put it in the mail this morning. Both the equipment rental and the early termination fee are correct and owed.

I am new customer dealing with ********************. When i brought my house the propane tanks were already there. I have lived at my house for 2 ********** was fine UNTIL 12/15/23. I am on automatic *** & woke up with no heat. When i spoke to the after hours they informed me i was due to have a *** 2 days prior. Why i didn't get one is still a mystery. When i got the *** right before **** i spoke to a manager *****. Informed i wouldn't be able to pay the *** amt right before ****. He stated it was ok & he would comment the account. He ended up giving me a $84.33 discount $857.19 to $772.86 . I was making payments weekly to catch up however on 3/7 i received an email stating my acct is past due & put on *** hold. I emailed back informing it shouldn't be on hold due to my conversation with *****. They took me off hold.3/14 suburban was back on my property not delivering but checking the tanks. I happened to be out of state however saw on my camera the truck. When speaking to ***** again, he informed they were testing the ************** needed to know if the pilot needed to be relit. However since i wasn't home he couldn't do so. Mind you there was no noticed informing this was going to occur so i could have been home or arrange for someone to be at my home. ***** informed all i have to do is light the pilot. When i got home my neighbor assisted me & couldn't figure out how to do so. The last option was , he looked at my tanks & realize the driver shut the tanks, WITHOUT A NOTICED! By putting the tanks back on i had heat & hot water.4/12 ***** called me & stated the driver informed one of the tanks were off. I wasn't really out but since one of the tanks were off that's why he only dropped 96 gallons. I had taken a picture of my gages on 4/9 & one tank was at 80 & the other tank was at 40. ***** stated the gages doesn't sometime works & they estimate off of 1 gage. THESE ARE THEIR TANKS. SHOULDN'T THEY FIXED THESE GAGES TO GET PROPER READING!!! He stated no harm no foul. YEA RIGHT

This has been resolved.  We are going to adjust the forecasting and she is going back on automatic delivery.

Price gouging for #2 fuel oil in ****************.Called with multiple proofs (NYSERDA, local diesel prices, competitors quotes and stock indexes) showing the cost of oil based goods has decreased between October 2023 and March 2024, requesting a reason why their price had significantly increased over the same period of time.Response was 'prices are based on the market' along with a refusal to elaborate/provide any information to contradict my proofs.Customer service people are great (shoutout to *****), and the delivery guys have always been courteous, but management seems to set prices however they see fit (hint, they only go up, regardless of actual market activity).

Customer received a delivery of fuel oil and called because he was unhappy with the price. We lowered the rate as a one time courtesy.  Customer asked to  be taken off automatic delivery, which we did.

Poor customer service, talk you in circles with no solutions. Tried for 5 months to have our tank picked up and every time we called we were told that no service vehicle has been out to our area. How would no other customers in our area need service for 5 months?? Lies. AND the service center is five minutes down the road from us. We finally had enough and got back on the phone. The woman on the phone mentioned that there was going to be a truck in our area the day we called. Yeah, only because we put up a fight. So then after 5 months, the tank finally got picked up. Two days later, the company was already charging us. So for five months they couldnt pick up their tank and do what we were asking, but they were sure to charge us right away to get what they wanted. Absolutely will NEVER be recommending Suburban to anyone. The little community we live will be sure to hear about the horrible service provided, as well.

The tank pick up request was called in on 11/7/23 and we removed both tanks on 1/24/24. The equipment rent charges on both accounts were reversed as were some late fees.  The tank pick up fee/close out fee was reversed on account ********** as a courtesy. The customer was called and a message left on 4/4/24 to let her know everything had been cleared up and the balance on her account was zero. 

************* called to have the tank removed the Fall of 2023, The location is a seasonal residence with no access in the Winter. We removed the tank this Spring when we were able to. The combination on the gate had also been changed. Our office Manager spoke to the customer explain the charges and sent him a copy of the Residential Agreement he signed. The charges that were applied to the account were the ones specified in the Contract. 

Suburban Propane is a complete scam company. We had Permagas who sold out to Suburban Propane. Suburban Propane is quick to charge for overpayments, late fees and transportation fees. Every time we would get both tanks on our property filled, they would charge 2 fees for delivery instead of 1. Their propane prices are twice as high as as anyone else in the area. When calling to speak with someone I have waited for 40 minutes for someone to pick up. I finally called in October of 23 to cancel them. I continued to get rental bills with late charges accrued. I had to call a couple times and remind them. When they finally decided they had time to pick up their tanks, 3 months later, they charged me "closing fees" to pick up their tanks. So their tanks sat in my yard blocking my path to my backyard for 3 months. Suburban Propane charged me to pick up my tanks twice. They said this was because they had to come out twice. They came out with a delivery truck and put 1 tank on the truck, drove it back to their lot and came back for the other one. Their trucks had room to take both tanks at 1 time. Please don't use this company. Way to many hidden fees and overcharges

The tank pick up request was called in on 11/7/23 and we removed both tanks on 1/24/24. The equipment rent charges on both accounts were reversed as were some late fees.  The tank pick up fee/close out fee was reversed on account ********** as a courtesy. The customer was called and a message left on 4/4/24 to let her know everything had been cleared up and the balance on her account was zero. 

Paid 6.99 cents a gallon for propane. The average Price per gallon at this time is 3.69 cents per gallon. Suburban is price gouging and charging fees that are not needed. Why should I pay a training fee? Delivery fee? I worked in the fuel delivery business for Years. I have never experienced such total disregard for the customer. Shame on You **********************! ****************

We have several customer with the last name ****** and not one of them are paying the rate this person is quoting in the complaint.  If customer would like to discuss this further we kindly as that he call the local customer service center and speak with the manager there who would be happy to assist as we cannot locate this customer on our end.

Every one star rating here is correct,They are predatory, corrupt, lying,Criminals. They deliver when they need money and over charge intentionally.When you call them they are the masters at jerking you around. You never get the same person twice, when you ask for someone you spoke to, they arent in that day. They will never resolve your problems. That is there business model.They were sued in ********** for the same thing. I pay $1.99 for propane from Irish propane at a different property I own.suburban charged me $5.50 for a delivery that wasnt needed. I called them 10 times, got ten different excuses.They could care less if you take your business to another supplier. They told me so. With that said, I am getting Irish propane for all my needs.. they will respond to this posting with a long list of lies, that will satisfy the better business bureau enough to give them a good rating.They arent a member of the BBB.. probably for a good reason.. this many people leaving reviews like this cant all be wrong.. the few that say they had a good experience just havent been with them long enough to get there dose Of bad service and corruption..DONT DEAL WITH THEM!!!!

Customer complained that he did not request a delivery. We've reached out but our calls have not been returned. Customer has made threats to our employees
Our customers who lease Suburban Propane tanks are required to receive a delivery each year. The customer does have a choice to decline the delivery and pay a MMR (Monthly Minimum Requirement) if he/she would like but in this case we did a delivery. Going forward, there will be a call the day before delivery, asking them if they wish to refuse the delivery and then be billed the ****

I have been trying to buy out an in ground tank for months because suburban will not price match and are currently twice the price of the competition. Today they threatened to lock my tank. Still no price to buy a 15 year old tank.

We spoke with this customer and he does not want to buy the tank.  ******* has another company that he uses for his shop heat (500 AG tank) and wants us to match their pricing, which we did. Customer is satisfied.

Horrible company overpriced and also horrible to work for worked there for 21+ years and they let me go for using my gps on a phone even though they dont provide you with a gps. Steer clear of them at all cost.

Employee was found in violation of the new FMCSA rule regarding use of devices while operating a commercial motor vehicle.