Suburban Propane Reviews 224

Worst customer service ever. Gas fireplace was not working. Waited 6 weeks for an appointment. They come out and beat around on it with a wrench, make me verify it was working. Then the same evening “they fixed it” it worked for about 4 seconds. Called and was told they could not come back for another 6 weeks. Every single year they do this. I wish there was someone else we could use. They send people out that are so rude. Worst company ever.

I have now spent hours of my time on the phone with Suburban Propane, after my gas was turned off on Friday, February 16th, 2024. When I called on that same day to inquire about gas service and my heat not working, I was told they had not turned off my gas and my heater not working had nothing to do with any action on their part.

My son-in-law turned off the heater, concerned about safety with it potentially not functioning properly. When I returned home after being out of town (and my adult children and animals being without heat for two days in 30 degree temperatures) I found a yellow notice of interruption of service hanging on my basement door, not in a conspicuous place, like my front door.

I called the number listed on the card and was told they had no record of my gas being turned off (a 45 minute conversation) Once the regional office opened for business, I called them and after a lengthy conversation, was told my gas had been shut off because it is always shut off when they deliver gas. In the 2 years they have been delivering gas, (and the years of service by another company in a prior home) they have never shut my gas off due to delivery. They assured me a technician would be dispatched to get my heater working and was asked what time I got off work (45 minute phone call). I heard nothing back that day.

I recieved an emailed invoice that evening for $0.00 for someone coming by at 11:00 am, 4 hours before my communicated availibility. There was no reason listed on the invoice for the visit. I called the regional office back at 8:06 the next morning to determine the reason for the visit. They had no record of the visit or the reason. I was once again told the reason for the gas supply being shut off was a gas delivery and that a technician wasn't available until April to get my heater working (which I just had fixed by a different company on January 18th and was working perfectly before they shut my gas off).

I was then transferred to a manager, Theresa, who suddenly quoted the reason of service interruption was a gas leak and that turning off gas is required by law. This was not noted on the yellow interruption notice or known by ANYONE I had spoken to thus far. I explained that I needed heat. She asked me to send her the invoice I had recieved via email and that she would get back to me regarding the reason for the visit and get a technician scheduled to return heat to my home (as my home has now been without heat for 7 days). I hung up satisfied that she would follow through as promised (Another 45 minute phone call).

I emailed her the invoice at 11:00 am. It is now after 5:00 on Friday night and the office is closed for the weekend. I never heard back from Theresa from the Suburban Propane office in Dalton and I am still without heat for the foreseeable future, due to their actions.

Suburban Propane, Prescott, AZ
I called today needing propane filled as I am almost out. Tomorrow is my typical delivery day, so I thought I would be fine. I couldn't call until today as it is pay day.
Erica, who answered, was absolutely lovely. She attempted to help me. But the owners would not waive the out of route fee, even though I shared that I would be put in dire financial straights to have to pay for the 100 gallons, plus the late fee. I would have called yesterday, but in the past have been told I cannot call to place my order until I have the money to pay. Which I did not have until today, pay day.
So, the heartless owner refused to waive the late fee. As I cannot afford to pay it, my son and I will have no heat, no hot water, no ability to do laundry and no ability to use the oven/stove for over a week.

Having a 1000 gallon tank put in last year was difficult with Suburban Propane. They set a time and gave measurements for me to to have a hole excavated. Then said can’t put tank in as too close to septic system so we will leave a tank on x day so have excavator put it in, we will hook it up and he can fill hole. On day scheduled (with excavator there), they call and say only tank they had was bad and was supposed to be destroyed. Now open hole filling with water. My pump burned out, they leave pump for me to keep hole pumped (did I mention I’m a senior citizen??). Few weeks later they drop off tank and excavator puts in hole. Now they are too busy to hook it up, more water in hole. I call higher manager and someone comes out in the dark to try to hook up tank. Doesn’t have carbonic protection. I call next day and not sure when can finish, more rain. Go higher up and a manager comes puts it in and my excavator comes back again to fill hole. Year later gauge won’t work and hasn’t worked since last year - so no idea of level. Talked to Larry at office numerous times and told tech will come out, and still no one coming out despite several power outages and no idea level in the tank. So hard to deal with this company - would not recommend!

Suburban Propane in Grand Gorge, NY has the BEST customer service around!! Any calls are answered promptly, courteously and professionally! Juanita in the Grand Gorge office is professional and knowledgeable and can answer any and all questions posed to her. Joe, a driver/technician is also incredibly hospitable and helpful in his ability to answer concerns and troubleshoot ANY situation! I highly recommend this company and am so happy they are local to me!
PS my “experience” dates vary but the service is always consistent!!

We rent a propane tank from Suburban, but won't be after this tank is empty. $80 yr to rent then Suburban charges generally $1.00 + more per refill per gallon. Our current bill show Suburban filled tank with 92.4 gallons then and additional 13 gallons on the same trip. When I call Suburban or Google how much will a 120 gallon tank hold the answer is 96 gallons. Therefore, Suburban over filled our tank by 9.4 gallons... a NO NO per safety regulations. They also charged us twice for "Transportation Fuel Surcharge" of 9.36 TWICE and Twice for "Safety P&T Fee" $12.92 TWICE. TERRIBLE Customer Service to follow. I've left two messages in the past 28 days regarding this over billing. Have just spoke with another rep who also said 96 gallons max and has told me he will have to call me back as he is uncertain and unauthorized to take care of this.
Buy a tank outright and save a fortune on rent and the gouging of Suburban's corporate greed!

Mrs Candace was very nice to me and concerned about me very polite to me. I will give her 10 stars. She was very great and awesome. Thanks again, Miss Candace.

6 hours ago

To say that these guys are amazing would be putting it mildly. I am a disabled woman living alone in the czu fire rebuild area in temporary housing I live in a yurt so it is cold! I called mountain service company this morning thinking they were a small company and they get great reviews and that they could possibly help me out. Our power blew yesterday and the small propane tanks that I have kept freezing over and couldn't handle powering up my backup generator I have a 22-year-old cat who needs to stay warm at night. I explained my situation to the receptionist at mountain service company and after listening to my sad story she stated and I quote "I will have to transfer you to our scheduler they are booking things about 4 weeks out right now." Just like a robot with no empathy for my situation no humanity in her voice whatsoever. I hung up the phone and decided to try Suburban propane even though they have low reviews here on Yelp which I don't understand why. I spoke to Mari and she was immediately sympathetic to my situation was kind and was being a human being about it and empathizing with me and doing what she could to try to help me. All I wanted to do was get a temporary tank to my house that was big enough to power my generator to get me through the blown power issue which looks like it might be a few days since power lines came down and by 12:00 the Suburban propane truck showed up with three 110 lb propane tanks. Alfredo was amazing and super helpful getting everything set up for me even though I didn't have the right hoses and my regulator was leaking he fixed everything for me so now I have hot water and I have propane that is powering my generator that is powering my backup batteries and I won't have to worry about heat tonight for my disabled self or my 22-year-old cat so thank you Suburban propane if I could give you more than five stars I would!! Most companies nowadays could take a lesson from them in customer service this is the way life should be helping each other when we are in need.

I just us them for our stove. Had tank since the 1980s and they bought company out. A couple months ago get a $50 maintenance/ rental bill . They said it was for upkeep on tank. She didn't know what to say when I told her it said Steinhouser on tank it's that old. Also my nephew had his tank filled by Suburban the other day (he owns his own tank) he paid $1.80 a gallon. Had mine filled they charged me $5.99 a gallon. When I question they said he owns his tank. So if you get a tank from Suburban they can stick it to you. BEWARE READ FINE PRINT AND ASK QUESTIONS!!!!

They are letting several houses run out of propane. These houses are on a subscription service and pay extra to be serviced as needed it’s cold. Completely unsatisfactory.

Customer service is nonexistent. Have been trying to get a propane refill for 12 days. Have placed 4 calls and still haven't received a refill. We have received nothing but empty unfulfilled promises on 3 of our phone calls. Today I'm being told that Suburban will "pass along" the message but they aren't making deliveries until Monday, so we have no propane and can't even get a delivery date. It's not like we waited to until we ran out to request a refill. We used to be on automatic refill but Suburban changed that about 4 years ago without notifying us. We have ran out of propane at least once a winter since then. So disappointed. Maybe the company has taken more than they can handle.

Greg (driver 214) was great his past delivery. He went above and beyond to ensure I didn't run out of gas during the "freeze". He didn't let a downed phone line, or piles of snow stop him from gaining access to my tank ! There have been plenty of times I have been unhappy with the service I get from you guys; but every once in a while I am blessed with an employee like Greg !

I am located in Darlington SC. I never wrote a review a day in my life. My service got disconnected because of me. And they schedule a tech to come out the following week. That week came and the tech had an emergency. Okay then they said it would be the following week then the next following week so. I had to wait for almost 3 weeks for the tech to come out... currently I paid my bill in October my box was showing code 12 so their tech check it and said that it's not on their in and I needed a plumber. So months late January I located a plumber that worked on gas tank less hot water and he explained that there is nothing wrong with my tank it's the gas side. So called surbrane and now they saying I have to pay my balance before they will. Fix my tank so I can have hot water. Which is 67.71. In which I am Going to pay.. but you are telling me that you all don't have any accountability on your part....nothing...you all are uncaring individuals. Oct- Jan...hot water works when it wanted to. And you all will not even let the 67.71 go. Got to find another company

The last time they came to top our tank off they charged me for almost 34 gallons. I only use my fire place for emergencies. I never keep the pilot light on. I turn the fireplace on for a minute every 2 to three weeks to burn the dust off. There is no way that would use 34 gallons. After this winter they can come get the tank. I hate to give them even one star. I never had an emergency where I had to use my fireplace one time this past year.

An Extremely ill ran company that doesn’t care about their customers, they lie to you & drive their prices through the roof.
Being a loyal customer (over 15 yrs)…and paying my bill in full upon receipt, it was an annual chore for me calling suburban propane to lower my unit price in order to fill my 500 gallon propane tank every fall.
3 months ago, my annual chore began when they were charging me $6.98 per gallon when offering new customers $1.99/gallon. I was told by a rude representative that that was the market price and she could not do anything about it. I then asked to talk to the manager-which she then claimed she was the manager. 2 lies-she was not a manager, let alone THE manager and the market price was $2.89/gallon ($4 less than what they were charging).
After dealing with this rude lady I ended up calling around and found 3 propane companies that were amazing! I choose to go with one of those 3. I called back suburban propane and again had to deal with this rude individual. I explained to her I was switching companies and putting in another tank, needing theirs removed. She then got mad and told me I was not to touch or move their tank and they would be out to collect it. She gave me a date 5 weeks ahead when she knew I never had any propane in my tank to heat my house. Again…she did nothing to help me out. Fast forward 2 months…to now…their tank is still sitting there empty and they have not collected it. Apparently they enjoy playing games with their long term customers and being extremely spiteful when you choose to go a different direction.
I’m a single mom of two children and evidently suburban propane thinks it’s acceptable to leave such a family with no means to heat their house at Christmas. They have also sent me a bill for the tanks rental…again…trying to get every penny they can from you.
I am highly disgusted with this company and the way I am still being treated. WARNING TO EVERYONE CONSIDERING SUBURBAN PROPANE!!!!! DONT!!!!!

This company is all about lining their pockets in whatever means possible, and did all they could to strongarm my family into paying them to move our tank. A tank THEY PUT IN and had inspected at least twice since 2015.

After being a customer for 8 years and getting behind on our last bill (which I did eventually pay off in FULL), they tried charging us $150 for a new "inspection" for our 1k gallon tank. Although they were willing to waive the fee (when I flat refused to pay it) - they then tried FORCING us into moving the tank saying it's too close to a neighboring building and they wouldn't fill it again unless we consented to paying MORE $$$ for it to be moved a total of 4 feet away (the week before Christmas in the worst economy I can remember at that)!

Again though, this is a tank THEY PUT IN (beside the same building they're claiming is NOW a problem) and had inspected numerous times over a 4 foot difference. FOUR FEET.

All I will say is THANK GOD Suburban propane isn't the only company in town, and that the others I called (as well as the one we hired that came out and filled our tank this am) have some common sense and courtesy.

Never again Suburban. When you treat your customers like they're disposable, don't be surprised when they disappear for good.

Suburban propane is such an archaic company to work with and the reason so many peoplke are running away from then and switching to their hometown supplier. If you owe a rental fee they will call every day and take your credit card. If they overcharge you or pick up your tank they will take weeks to process the credit an issue you a paper check instead of refunding to a card you have used in the past. They no longer have a monopoly over you- stay local and support local. Beware.....

Terrible customer service quite honestly the worst company I've ever dealt with. Recently got a house it was in the process of cleaning it up and fixing it up. I scheduled a time and date to have a tank installed when I was going to be available. Two drivers showed up gave me some BS lie about the line for the tank that they couldn't use it. Then left never came back without an explanation
I called multiple times, no one ever called me back, and no one ever helped me. Then I called again and they said wouldn't be taking on my account. I guess my frozen pipes and no hot water are my problem now.

If I could give a negative rating for the experience with Suburban Propane I would. Horrible company! Found out about a year ago they were over charging me for propane. When confronted they lowered the price. Had to call each time they delivered to get the normal price. Been with Suburban Propane since 2016. When I call them to pick up their tank, they advised it was going to cost $120 for them to pick up their tank. I would never advise anyone to use Suburban Propane.

We’ve been a Suburban customer for 18 yrs. We have nothing but compliments on service with them. We’re located in SC and have dealt w/ Sherri who has been helpful & responsive to our requests and issues. When questioned about pricing, they have been helpful in adjusting the overall costs.