Suburban Propane Reviews 224

I have been a long-time loyal customer of Suburban Propane for 35 years, since 1995 (Suburban Propane's records state as far as they can go back). At the time, they were charging me $4.08 a gallon for propane. I have paid them a total of $39, 573.74 from 2001 to present time, (this amount came from them, they mailed me 18 pages of my account that I asked for) and over $50,000.00 total in the last 35 years. My heater stopped working on November 22, 2021, so I called Suburban Propane for a technician and was told by them that they would not be able to get a technician out until January 20, 2022. That is how you treat a loyal, dedicated customer? I have also complained to Dominique (manager) at least three times concerning high gas prices and was supposed to get back with me and failed to do so. After this incident, I checked around with five gas companies in the area and Suburban Propane was extremely higher than all the other companies (They were off the chain). When I called them to cancel my service, I was told that I had to pay them $85.00 to come and get the tank. I also had 163 gallons of propane in the tank that had already been paid for and I would be charged 95 cents a gallon to have them pump (163 gallons) it out of their tank. After paying them all this money, I was appalled that I was being treated with such lack of concern, so I contacted Area 2 office in Eldersburg, Md and asked to speak with Art Tate, he was busy on another call so I spoke with Ben. I was told by him that I will look into your concern and get right back with you, it has been 6 days and I have heard from NO ONE. POOR CUSTOMER SERVICE!!! SUBURBAN PROPANE does not care about their loyal, dedicated customers, I had to leave them and go with SHARP who has already sent me a thank you card for choosing their company. Suburban Propane, I can see why you are loosing customers and you will continue to loose customers with your poor customer service and lack of concern for your customers (look at all the money I PAID YOU). DO NOT DEAL WITH SUBURBAN PROPANE! WORST COMPANY EVER! YOU have lost a GREAT, LOYAL, & DEDICATED CUSTOMER and SHARP ENERGY has GAINED a GREAT, LOYAL, & DEDICATED CUSTOMER!!!

I talked on the phone about fixing my heating problem and they said okay they can help me to fix it. After technician showed up they charged me $150 for service call and couldn't fix the problem ! Big scam .

If I could give them a negative number I would. Earlier in 2021 I called to get my tank filled. Imagine my surprise when they charged me $6.45/gal. and claimed this was the "prevailing price". $3,000 plus dollars later, I decided to switch my gas water heater to electric. At that point, my propane tank was 85% full and the only remaining item needing propane was a space heater in the garage which is turned off and never has been in service for the five years I've lived at the home. Sold the home in Sept. Today I got another bill from Suburban. $314 for a "close out fee" and a "restocking fee". Huh? They are charging me for closing my account and presumably removing the propane I paid for. These people are crooks.

Absolutely do NOT go with this company. In November 2020 I had a propane tank installed in our first home we’ve ever purchased. About a month after installation our family of 4 started to get very sick continually during the holidays. The fireplace was covered in soot, so much so that I had to clean the glass everyday. We bought a plug in carbon monoxide detector for downstairs, and low and behold we were all getting sick because of the propane. I attempted to email the original technician in December of 2020, and received an out of office reply stating they wouldn’t be back in office until June 2021. Prior to the installation there was no inspection done by the company. I specifically stated that our home did not have natural gas lines, but that I had no verification of the prior owners had used the fireplace. We unhooked the propane and we waited…

I requested assistance from the company, and received no customer service. I can only assume a manager asked for their local technicians to contact me through email. Every time I have attempted to call, there’s no answer and no response back. In July I got ahold of Palmetto Propane and the Manager kindly offered to come and inspect. Within 5 seconds of him taking the front of my fireplace off, he knew my fireplace was a natural gas fireplace and the installers never should have installed. I immediately contacted through the email traffic to let them all know this information and again was courtesy copied with direction of someone to get ahold of me.

The same day a suburban propane technician arrived and put a hazard tag on my propane tank marked with “logs said to be natural gas” and capped the line. I asked him what would be done about this, because after installing we now have damage to our siding, and our entire fireplace needs professionally cleaned. A week passed and someone called to schedule another consult at our house, but they no call/no showed on us. I then initiated email traffic, but this time requesting a full refund and to have my tank removed from our property, but SPECIFICALLY stated to not remove the tank from our property without reconciling reimbursement or a plan moving forward regarding this.

Today I came home from work and our tank was removed from our property without a phone call or email coordination, and no communications of reimbursement etc… LET ALONE the damage that’s been done to our home… if you’re in the Sumter area, save yourself the trouble and avoid Suburban Propane… Palmetto Propane has generously come to our home free of charge to inspect for me, and even offered services to convert our fireplace AND clean it (whichever method we choose to go with). We pay for a service, and we receive none of that… $495.00 for installation, tank rental, and propane for a year, and we used it 30 days and now have probably $1.5K worth of damage- and all we can get from the company is courtesy copied on emails from local technicians who have no ounce of integrity and professionalism to offer. 12/10 would not recommend.

I never write reviews, but if I can save one person from being ripped off from dealing with this company, It will be worth it. Never in my life have I ever been treaded more like a criminal for using a service. When I moved into my house in 10/2019, I called them to get the service switched over, three days later my tank was locked and they were demanding I pay. The only thing in my house that ran on propane was the stove. So no cooking. . . . I should have then switched over to an electric range and saved myself the money and headache. Now three years later I have to call them to tell them that I had moved and want the refund for the propane in the tank that was just filled this January 2021. Their response, well tough, you should have called us sooner. Terrible attitudes, horrid customer service, and the management, if you can get them on the phone are just as awful. I feel sorry for the people that work there. I hope they can sleep at night, straight steeling from people. I bet the CEO is in great shape though.

The propane tank was installed when we purchase the house 15 years ago. suddenly over the past year, they refuse to fill the tank. I have called and asked for options, crickets. I was always willing to pay to move the tank, they just seem bothered that I ask them to do anything. I will be changing providers and sending my business elsewhere.

Too bad there is no zero. This company ripped us off badly. Never use them again

If I could give zero stars I would!! I Canceled my account in 2018 after having service with Suburban since 2000, Imagine my surprise to get a bill for over $900 for propane delivery in June 2021
for a house I don’t live in anymore. By the way the last propane delivery to address in question was in 2017. Judging from these comments, doesn’t seem like I’m the only one to get a random bill from them. They said they have no record of me canceling the account! Suburban, Hamptons worse customer service ever, told they would “investigate” never received a call back after 4calls. Now I have a collection agency harassing me for payment. Do not do business with them (surburban get your act together, I will not be paying this bill!!)

Our construction company some repairs on their decking at their local place of business. Billed them in May, 2021. Sent a past due notice in June. They sent forms for us to fill out to "verify as a vendor". We returned same day. Sent another past due notice in July. No response. Sent them to collections in July/ Now they want us to wait until next week (August) to mail us a check. Even the collections company we are using told us Suburban Propane is really difficult to deal with.

I have also been a ripped off customer, I have been with them for 7 years. This was my first experience with propane, as the house we purchased used propane for Furnace and hot water heater.
Never really looked closely at the bill's until 2019. I always just paid it.
I was discussing the price that I was being charged with my coworkers,they couldn't believe it. I was paying over 1.50 more per gallon than every other Company in our area.
So been overcharged for years.
Had their tank removed today and it is at the end of the driveway. New company much better rate. Once again Suburban Propane was going to charge me 1.56 more per gallon???
What? Why? Ok, so their answer is I don't use enough?? What the hell does that matter? I pay for the rental on the tank. So why??
If I eat less food than you, why should I pay more? Just an example of the mentality they use.
Nope not getting another dime from me!
Good Bye and good riddance!

I have been charged $64.51 by Suburban Propane because I have not used and gas in over a year. My inquiry was met with a statement that "you have not used any gas in over a year and we are in the business of selling gas." Incredible! They refused to waive the charge and said they could not pay me for the full tank of gas I already have. I told them to come and pick up the tank. Warning to others!!!!!!

Worst company ever, overpriced and lie about everything. The new braunfels office cannot get their act together .. paying the etf and getting rid of this crap service .. do not use them

Worst company to go with ever. They are rude and demand money. I was going through a hard time in the dead of winter and a lady in the billing department demanded money or they were shutting me off the next day. Would not take anything I offered her. Will not work with you unless it is on their terms. They do not care about their customers.

Surburban Propane actually deserves a -star (that's a negative star). We cancelled service with them Feb. 2021. They picked up their tank 2/23/21, which had 22 gal. of LP left in it. Then charged me $135 + tax. minus my "credit" for the 22 gal., + a Restocking fee of $1.00/gal. for gas I had already paid for the last time it was delivered, + a late fee for which I didn't even know there was an invoice. Any they wonder why they are losing customers. We will never do business with Surburban Propane again!!!!!

I was a Suburban Propane customer for almost 4 years. During that period my purchase cost escalated significantly, but the final straw was when their delivery truck backed into my driveway and broke it. When I approached them with a reason request that they share in the repair cost. They declined stating simply that I “could not prove” they damaged the driveway. I could pinpoint the damage to a 2 hr window, to which they simply stated that they felt another heavy truck must have done the damage even though I stated no other truck had been in the driveway for weeks.

Terrible customer relationship!!!!!!!!!

I moved to Morris Propane who have the right customer attitude!

They called to ask I call them when their tank was removed. Then they tried to chastise me when I call them when I sad I had the tank placed next to the road. Tried to suggest it was my responsibility if it was stolen! Awful nervy to the end!!! This picked it up yesterday, the same day I had it professionally replaced by Morris Propane as quality and customer friendly family business!

To whom it may or may not concern,

After requesting delivery and quoted $4.99 a gal. from Elisia(?) Friday, then driver hands bill for $5.799 gal. Monday after Delivery.

I Called today to resolve the difference and was transfered to a supervisor (name unknown also spoke to Friday) with no resolution hung up on by her after me getting irate and repeatedly being told by her she quoted me $5.799 gal. and I told her to come get the tank. Never did she say $5.799 per gal.

When I called Friday I told the sales person I didn't want a $300 bill. Agreed on a partial fill of 50 gal. Bill was to be $250 plus delivery.

I was also told that because my tank had gone empty there would be a $35 pressure/leak test.

As a long time customer and after a lengthy discussion the fee was waved.
Amazing.

When the gas was delivered the driver did no such testing. When I inquired about the testing he said it was not necessary.
What kind of game is this?

My guess is after the fee was waived for the phony pressure /leak test the gas price was raised to offset the inspection/ test fee.

Every time I need propane I have to deal with some type of issue.

After 18 + years as a low use customer I'm tired of the games. I informed the support person I refuse to pay the $5.799 gal. ($308.01) and to take the tank off my property. I'm done with this game. And done being a customer of Suburban. There are plenty of other options for propane you are not my only choice.

I refused to be placed on hold again to talk to service to schedule the tank removal. It doesn't have to be scheduled and I expect this tank to be removed from my property promptly without my supervision.

I just paid the tank rental in January 2021 $50 and expect a pro-rated refund for the remaining 9 months.

Thanks for contacting me and picking up your tank faster then delivery.

THEY WILL PRICE GOUGE YOU TO THE BONE!!!

I received a call from them to lock in pricing for 2020 at what I believe was about $2/gallon. I stupidly never looked at the bills until now. My wife pays them online. I had 3 deliveries in 2020. 1st delivery was $4.209/gallon, 2nd was $3.929/gallon, 3rd was $4.779/gallon. Doing all the math, they price gouged me roughly $2,000 in 2020!!!! I called to speak to a supervisor and of course no one was available and I was told they would call me back... Still waiting.......

Update - Got a call from Crystal/Manager - Told her to cancel my next delivery, going with an ethical local company that is charging $2.49/gallon and that they can pickup their tank in the Spring. Did she try to give me any sort of deal / credit for the $2,000 in gouging??? Nope, just said to call and we'll pickup the tank when its ready...

They are a huge company and don't really care if they lose a customer after they have bent them over!

Ordered propane 2 days ago and was assured it would be delivered . Told them I was at 15%. No show. Guess I will call their competitor. They never called. Maybe their competitor will appreciate my paying bills on time.

This is the worst company ever! We have been with them for 15 years (I am not even sure why we stayed so long with them), they service our weekend house where we use gas as a supporting heat (not even primary heat as we have electricity). and we only use it 8 days a month so I guess we were not paying attention to the crazy prices they have.
They recently charged us nearly $5.00 a gallon, when the going rate in our area is $2.50 top.
Also we have been complaining that the gas is disappearing and we are not using it so much and they refuse to do anything about it, they came over and "checked" but found nothing and charged us for that service.. when we actually the other day clearly smelled gas and they tell us it's normal to smell gas when tanks are nearly empty..
We are about to say goodbye to them but wondering how can we penalize them for price gouging?

What isn't wrong with this company? Oh where do I even begin. Alright, nobody ever told me that I had to pay a tank rental fee. This is my first time having propane so I honestly didnt know any better. They told me it was $10 I said no problem and paid it. Very reasonable. I got a bill later on for $60 the year after that and ignored the bill. Sometimes this company will send out a random bill and if you ignore it, the amount goes down. That is what I thought this was. I called them and they said that that is the tank rental fee. How did it go from $10 to $60 with no notice?! There wasn't even a description of why I owed that much in the first place. Then they capped off the tanks and a month later removed the tanks without my knowledge.Now I cant get heap like I was originally going to do. Stay far away from these scam artists.