Suburban Propane
Reviews and Complaints

As a potential customer considering Progas for your propane needs, it's important to note the mixed experiences shared by customers. While some have praised the friendly service and knowledgeable drivers, others have expressed concerns about unexpected fees, poor communication, and unsatisfactory interactions. It seems that Progas has room for improvement in terms of transparency and customer satisfaction. Before making a decision, it may be wise to carefully review the terms and conditions to avoid any surprises. Your experience with Progas may vary, so proceed with caution and keep these reviews in mind.

Not only did my local office misappropriate the state fuel assistance funds in my account towards propane instead of the oil it was earmarked for, thus having me ultimately lose that $800 in oil, but when the charge came back to my account, after being a customer for over 15 years… while I was talking to them directly and getting verifying paperwork sent letting me know what these charges were for and from when, they sent someone to shut my propane off.

When I contacted the office about it I was repeatedly told the manager was busy and was waiting on an email from collections… I was left hanging over the weekend… the office manager spoke rudely to me and seemed very unconcerned with my issue and the branch manager was consistently unavailable and would not call me back….

It took until I demanded a 3 way conversation with head of collections and branch manager to finally get Someone to take initiative in resolving this problem that was NOT of my creation.

I did not have hot water or cooking for 5 days over this… and I had even made a $400 payment toward the surprise $800 on my account.

It was UNBELIEVABLE treatment by my local office managers… particularly Stacey.

I have three accounts with Surburban. One has zero balance, one has a credit balance, one has a balance of about $1,900. We have a duplex for sale, and had put on hold all deliveries to all addresses until further notice. They ignored this request, even though I have record of e-mail. They have turned off our system at our home address without notice. Montpelier just suffered a terrible flood. They did this after our giving notice that we were in dire financial stress because of this flood. This is against state law in face of the flood, and those affected by the flood. This is in light of horrific service given about a year ago trying to get service installed at another location. This is in light of recurring service problems with Surburban.

Do yourself a favor. NEVER DO BUSINESS WITH SUBURBAN PROPANE.

Suburban propane was charging me $5.91 a gallon and left me without gas on a snowy weekend when they were supposed to be monitoring my tank. I decided to leave them and they stuck me with a $460 close out fee. $300 for close out (contract break). This was a total lie and they eventually removed once I contacted them. $160 to remove the tank from my property. They could have left it there for all I care. Why is this my responsibility. Every other company out there has a persistent price of $4 per gallon or so.

My tank was at 60% since we used only about 10% over a very mild winter. Suburban called and wanted to know if I needed a fill and I said "no we only use it for the fireplace." So their truck came by anyway while we weren't home and filled it and left the bill on the doorknob. I prefer a less than full tank, primarily for safety concerns. I have explained this verbally, so now it's in writing.

Please call me today. I have a new account, I was told on 03/27 after I paid over 215$ that they would be back in 2or 3 days to fill up ! Today is 04/04 and I’m at 20 percent and have children in our

Home !I was told today that it will take 10 days for them to come and fill me up ! If I don’t hear back today I am filing a lawsuit, and I’m contacting the governors office tomorrow morning. if I don’t hear back from someone who will help me TODAY ! I need fuel today ! Lisa

December 31, 2022

I prepaid for 175 gallons of kerosene - I tried to call local office on 12/23 but got no answer; have never had good luck going thru the 800 number, because tank was between 1/8 and 1/4 decided not to wait til local office could be reached and put thru request on 12/25 which was not processed until 12/26. On 12/31, called and got relayed to 800 number - told them I was concerned that I would run out; told they did not know when delivery would occur and to call back around 5 if no delivery, At noon, noticed thermostats dropping and called back. Again told they had no way of knowing when local office had scheduled the delivery and if I wanted kerosene would have to pay for 100 gallons and emergency delivery - after already paying over $1200.00 for a delivery no one knew when would come. I asked to speak to a supervisor and they disconnected. Called back customer service and was told they would see if they could do anything for me and they would call me back. that was 2 hours ago - no call back. No heat & I am recovering from neurosurgery.

Bakersfield branch: I have had some of the worst customer service I’ve ever experienced with this company. Their dispatchers/ appointment setters/ customer service representatives are extremely inept concerning guest relations and they are in need of retraining. I have had two instances now when I’ve called to confirm delivery dates and have been told a day, then they never arrive. When I called to see what happened, I’m told that the date they gave me was incorrect and at the end of the conversation blamed for them not coming, and even yelled at. I ask for help and I’m given sarcasm and attitude for asking them to do their job. Every single time I’ve asked to speak to management, I am told they are on a conference call (I must have the worst timing). Both of the ladies I’ve spoken to, Katrina and Christina, have hung up on me, raised their voices and have blamed me for their mistakes and oversights and used sarcasm for asking for reasonable help and action to resolve issues. I’ve called needing help and they have treated me like an inconvenience and annoyance. They are doing their customers a disservice by keeping them in their current positions without retraining.

Lake Stevens,WA office has been giving me the same BS run around and story since Dec.6th.

I have emailed corporate 5 times and the PR twice. There has been no response.

Suburban Propane has the WORST CUSTOMER SERVICE!

I prepaid almost $500.00 for my 100 gallon tank and they still HAVENT COME OUT FOR A WEEK!

ITS THE MIDDLE OF WINTER AND I have small children at home!

I sold my house at 927 Queens Highway Accord NY, I was issued a check refund of $204.72. However, I did not deposit it within the 60 day window you imposed. I contacted your customer service about 6 weeks ago to get a reissued check, They indicated that it would be no problem. I waited and began calling your office 3 weeks ago. They indicated that the replacement check has not been issued. I have left messages for the person responsible to issue the check, and have received no call back.

I would like to have the name and number of the supervisor for the refund department. This is totally unacceptable and unprofessional.

My name is John Foley

email [protected]@gmail.com

Cell # [protected]

Scheduled a site visit. they emailed the wrong email account for contract. Called in when they said it had to be in Monday. Monday am i called them to tell that i still hadn't received contract. Email and name was spelled wrong. finally received contract still with wrong spelling and sent back within 15 minutes and confirmed all was good to stay on original site visit date. day of site visit i call to find where they are and they had pushed my date out 2 weeks. No call not information. Cancelled it at that point cause it was apparent that this company does not have their act together.

im a new customer and had the bottles delivered and set. My fault the pipe was not in. They said it would be three weeks to put a regulator in, not happy but ok...my fault. Three weeks have come and gone and no show and its cold. Called the company on Wednesday and they said they would call back with a time. Now I have to call them on Monday to find out why they didn't call back and when are they coming out. Their answer was we don't know and get another company if you want. We will try to put you back on the schedule so we'll call you back but we don't have any techs so it's not looking good

Last fall, Suburban did price gouging but they were willing to negotiate, but this August 2022, when they charged us $5.79 a gallon, about $2 more per gallon than others locally, they would not. Hence, we terminated the account, with the understanding that we would be reimbursed for what was left in the tank. The furnace was not working due to a part, so was shut down for weeks. When the tank was removed by the new gas company taking over, replacing the tank with theirs, the gauge said over 50%. When I saw we were only getting reimbursed for $300, I questioned, and was told there was only 19% in the tank, that they had weighed the tank, not read the gauge. That was considered accurate by them.

My husband and I paid the final bill, though we considered it unfair. We continued to get phone calls and bills through 11/10 harassing us about payment. When I called, they just said it takes time from New Jersey to get there.

I have been a customer for years. Feb 22, 2013 they installed a Bradford White Defendor Safety System water heater. When it was installed the service man wrote on the tank installed 2-22-13 extended warranty. I have been having issues with this take for a few months. When I have called I was told many times they did not install the tank. They did come to service it a few times this last red tagging it and Taki g it out of service. This time I was told that yes they did install it. But now have no record of an extended warranty. Also they will not come out to install a new one as they no longer do that. I can get no other company to put a new one in as I am not their customer. I have been told by these other companies whoever I get my propain from should be I stalling the heater. At this point I have nobody to install a new waterheater for my home. Also I know I purchased the extended warranty. Bradford White shows that the heater was put into service 2012 not 2013. It took many calls to Suburban to finally get them to admit that yes they did install it and it was installed on [protected]. Serial# JF16841125, Model# MI40356FSX.

I have had nothing but trouble from Suburban Propane.Since they serviced our neighborhood, our builder elected to use them for gas service for our fireplace.This was 21 years ago. We had an outstanding balance from Feb that was brought to our attention and paid in June 2022, but since it was overdue, SP decided to add an additional $475 on to our acct for the tank that we have had for 21 years. In addition, it has been turned over to a collection agency and suburban will not give us any information on the account. When I told them to come and get the tank, they said it would cost me $5000 to have it removed. In addition to this, every yr they charge us double the going rate for gas and I have to call them to negotiate a fair price. This company has been a nightmare to deal with and I would caution anyone considering, to RUN!

Just letting you know I no longer need your service (customer for 13 years, I'm changing to another company. Over the last 3 years, the cost of propane has increased over $3.00 per gallon. Last January I paid $6.93 per gallon, that's to much. I have asked for some kind of discount, but received none. I am on a fixed income and can not afford $1,400 for 200 gallons of propane. I call the Lancaster ca. office and let them know when to pick up the tank.

I purchased a house with a propane tank from SP. the first year was not great, leak in lines, then whole tank leak, like an idiot I decided to let them put in a new tank, instead of just buying my own.

Two years of not even knowing how much fuel I use because of the leaks. I finally feel we are in the right track, wrong! February of 2022, I get a fill up! They charged me $6.09 a gal! A gallon!

This is not “inflation” as they claim, it’s price gouging!

I called other propane companies and they were dollars less! Like we are talking $3.79g!

I was told by SP oh that’s for new customers.”

That was a lie!

I emailed, I called, kept getting hung up on between transfers. By this time I’m late on my bill! Very late. They then pulled me from being able to make payments. I finally got a manager on the phone.. she lowered my bill to 4.25g! STILL way over what others were charging.

So I’m busting my self trying to get this money, paying as I can because they refused to allow me to set up payments. Keep charging me late fees!

I email, I call… “your office is handling unexpected volumes.” Month after month. Finally I get someone on the phone again.

My online account showed NO change in fees from the $6.09g charge.

They ARE still refusing to fill my tank, and we are headed into winter and I was told the amount was adjusted and they’d “advocate” to remove my late fees, then id only have a little over $160.00 to pay. Then they can come give me fuel!

My houses heat runs on propane! Our pipes can freeze! We were sick with COVID, me and my two children! And the nights are cold and still they refused until I pay every penny. Even though I have been paying. It’s nearly paid off.

I do not trust their “adjustments” my online account still shows I owe more than the last manager stated. They still refuse to lower the fuel cost from a horrendously high dollar amount that NO OTHER propane company charges.

They continue to refuse service!

I’m going to tell you right now, what several other propane companies told me..”buy your own tank! Any propane company can then come fill it and you can price shop, instead of being swindled by this company. They are known for it! Our prices are $2.17, others are 2.49$, and the highest we can find is 3.29$ a gal and no you do not have to be a new customer. They are lying to you!”

This is the worst company I have EVER used. I bought a house in 2019 with a leased underground propane tank. I was told “there’s only three years left on the lease,” assuming I would pay lease for three years and then own it (never having used propane before). 2 years in I called to ask when I would own it exactly because Suburban is charges me DOUBLE what other companies charge! Staff told me I would never own it.

My contract states that they can sell the tank in ”certain” situations, they just refuse to do so even though information was mis-communicated to me and I did not fully understand what I was signing. Additionally, this company has said to me, “an underground leased tank… that’s very unusual.” No kidding! Why do they do this?!

The tank is probably 15 years old and I offered to buy it from them! They still say no and that they will sandblast it, refurbish it, and then reuse it. I told them my yard is completely fenced now so removal would be inconvenient. They don’t care. They said they will bring a crane to remove it. How is more cost effective than letting me buy this old underground tank?! Also, they say I must excavate it. No company will do this for less than $1000 and I was told it’s so close to the concrete holding one of my deck posts up that a jack may need to brought it to hold my deck up so it doesn’t collapse, which will cost even more. I will also have to remove part of my fence to have necessary equipment brought it. I have tried to compromise with this company but they want to bleed my dry. My cost per gallon is SO high. They have my usage amount way lower than it really is because of past delivery screw ups on their end.

The manager was nice and supposedly asked his boss if they could sell the tank to me. He said just wanting to own it wasn’t a good enough reason. That’s not my only reason!

I plan to rent an above ground from another company. This tank will stay put for now and rot. I am looking for into hiring a lawyer. Even if I don’t order propane, the company will charge me a yearly rental fee, apparently until I die because even though I signed a three year contract, it renews annually and is “binding.” I wish for this company to sink like the Titanic.

This company has raped me on prices for three years. I have PTSD from this experience. They trap you in and tell me if I stop paying the yearly lease, they will send it to collections. Clowns.

Goodbye, Suburban Propane!

I signed up one year ago and it’s been nothing but lies, and excuses .Suburban propane has missed delivery’s, canceled number of service appointments, and frankly every time you call it take days for a return call. They have also had bad unqualified mechanics doing the work. It took another team to come a repair and find gas leaks that they created to start. I have recently moved onto a new company for propane. Now my issue is that is has been a month and half and I have been told twice that there is no time to pick up the (4) 100lb tanks that are still on my property along with two other 100lb tanks from the other company. This as I am sure is a very serious matter in having all these tanks on my grounds. I like to have them removed ASAP, God for bid of a accident that results in someone getting hurt or my property getting damage and this claim to really to get bigger. I also don’t agree on this 300. Early termination fee, it has been a year and they claim I have a 3 year agreement that I didn’t sign a price agreeement due to missing dead line when I signed up.

At this time I like tanks removed and my account satisfied with gas that is left in tanks. Please contact me on what will be do with the matter. Thank you