Suburban Propane
Reviews and Complaints

4/29/2022

I own my tank. It is not a rental. I am supposed to be called before the tank is filled. Driver filled tank without calling. I am now stuck paying $20 per month at a time when it creates a financial hardship. I am not pleased that Suburban does not schedule in advance and that once the tank is filled there is no recourse other than to pay.

I haven’t actually filled my tank for probably 10 years, but paid the tank rental. Finally got the tank picked up and now they are wanting to charge me $124.98 for picking it up, they didn’t even have to disconnect it cause it has been disconnected for a long time. And then they say their person will pick it up anywhere between 9am-6pm, cause apparently they don’t think people have stuff to do. What a joke this company is…

April 14,2022 I have had Suburban Propane for 25 years. Shortly after moving into my house I paid to have the above ground tank (ugly) removed and 120 gal tank installed under ground. At that time my hot water and heat were both propane. Updated my ac/heating sytems 19 years ago so now only hot water. 3 years ago I replaced my hot water heater with an on demand system. My gas usage has dropped to about 10 gallons a year or less. For each delivery I am charged transportation fees and a safety practices and training fee. I am also charged a "minimum" delivery. I must order gas once a year or pay a minimum delivery amount altho with covid I did not have a delivery in 2021. I paid $78.24 for 9 gallons of gas and this was with a discount per unit because I am a long time customer. I rent my tank so I have a yearly fee of $51.46. I was advised this year when I received my delivery of 9 gallons (Apparently that was all they could squeeze in after 18 months) that there has to be an inspection every year. Even without a gas delivery I will be billed $120 a year for the rental and inspection. $70 a year to inspect their own tank which takes about 5 minutes. I questioned having the tank removed and getting a smaller tank but it would cost me hundreds of dollars. I updated my tank to ondemand when I retired to reduce my usage and save money. Instead of saving money I'm paying more in the end. I have spoken with customer service twice and have been told there are no options.

On March 8th, Surburbane Propane came out to "auto fill" our tank even though we weren't on auto fill. When we looked at the bill, they were charging $5.54 a gallon, which I knee was extremely high. I called another propane supplier and they told me the going rate right now was $3.35 a gallon. When I called Surburbane to bring thus issue up, the girl immediately reduced my gas to $3.79 per gallon. Wonder how many other people have been victims if this shady pricing and never know This company's executives should be put in jail for stealing from people because that is exactly what they are doing

Seriously if I could give them zero stars I would. I’ve been dealing with an incorrect bill and their extremely poor customer service for over a year. I finally paid them because they threatened to cut my service even though ALL I WANTED WAS FOR THEM TO CORRECT MY BILL. I wasn’t asking for discounts or anything unreasonable. I was told by multiple employees that this would be resolved. Lies. I was told multiple times that our deliveries wouldn’t be put on hold until this was settled. More lies. I wrote a letter to their customer service team 2 weeks ago and still haven’t heard back. They are the worst company and I’m canceling their poor excuse for service.

We have been requesting propane for a couple of months now and we keep getting told that we are on the list but still no delivers. They would say be end of week they would be there then never show up. We'd call again and be told the same thing only to have no one show up.

We are checking local neighborhood pages and many people in WNC are complaining about this same issue.

Jan 28 my 50 gallon propane tank went empty. It had been over 6 months since it was filled. Suburban propane advertises they automatically fill your tank. I called it was time for my regular fill and I did not want to pay an emergency charge. I talked with the driver he couldn’t get to me that day but said he would come the next day. Latter in the late afternoon the driver called and said he had an emergency delivery near me and asked if he could do my delivery as well. It would give him a jump on the next day deliveries. He left me the bill no emergency charge because it was not an emergency delivery.

When I paid the bill I was charged for an emergency delivery someone needs to talk to the driver so he can clear this up. I am due a refund.

If surburban propane would have done what it advertises I would have had an automatic delivery and this whole thing would never have happened

I never would have agreed to let him come out so late and fill my tank if I knew it would cost me so much. I was fine with getting it the next day as a regular fill. I did the driver a favor he was a very nice and courteous man.

On Dec. 13,2001 Suburban Delivered to my home ( I was on automatic fill up)

113.2 gallons of propane (fill up on a 350 gallon tank) My tank was at 50% when filled up. I was charged $ 10.339 a gallon. YES $10.339 a gallon. I called the next day and was told that this was the correct amount. the total bill was $1,187.43 counting taxes and other charges. I paid the bill under protest because I did not want it to hurt my credit. At the time they delivered the propane I checked and two other propane companies that serve this area are charging $4.33 and

$ 4.37 a gallon.

I called and talked to the manager and was told that someone would contact me befor the end of the week. Now two weeks latter No Calls. I suppose the next step is to take them to court. It's hard to believe that Suburban Propane would

treat their costumers this way.

Dennis H.

I have been with this company for years. On January 20, 2022, I received a refill from Suburban Propane and receive a bill. The bill reflected $4.99 per gallon. I reviewed the bill and contacted suburban propane regarding the amount. On November 6, 2020, I was informed by suburban propane that they will not be coming out to service my tank, monthly, as I will need to contact them. I inquired about a price for gas and was informed $1.89 per gallon. Then, when I called for a refill on November 20, 2020, I notice I was charged $2.49 per gallon. I contacted the company and was informed that I was not given that price, and I know I was because I had written everything down but forget to obtain the individual’s name that I spoke with. I know that they record the calls, but I did not press the issue. Then, when I requested this refill and saw the price being charged, I contacted suburban propane and spoke with a young lady Cynthia who stated that someone from this area would contact me. On January 26, 2022, I received a call from a representative from suburban propane stating that the price I was charged was the rate. I informed him that was not the rate I was charged, and if their prices went up, their customers should have been given notices. I would have made a decision to get the refill or research other companies. Suburban Propane and these roller coaster prices need to be halted. Consumers be aware.

I started with Suburban Propane in September 2020 at which time my unit was using propane for heat and hot water. In November of 2020, my heating unit was switched to an electric heat pump and no longer used propane.
My propane use then was revaluated and the monthly fee was adjusted. As I watched my fee go up and down every other month, I lodged complaints with Suburban Propane in writing and over the phone. Now, my monthly fee has doubled but my use behaviors have not changed. I live alone, have no pets, use the washing machine once a month, run my dishwasher once a month, and shower once a week. There is no way my usage should have doubled from October 2021 to November 2021 and on.

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.

On 2/25/2021 we had our propane furnace serviced by Suburban Propane.
The service tech said our furnace was in good shape. Stated it was good for another ten years.
On 3/02/2021 we woke up at 2AM as the Carbon Monoxide detectors were sounding. We exited the house and called the fire department. The fire department air out the house and measured carbon monoxide in the house. We were also checked for any medical issues in the ambulance.
Stated we needed to call our propane company. Which we did.
A repair tech arrived a few hours later.
He stated that he checked and that the furnace had no leaks.
Stated that he could not start the furnace as we were out of propane.
The suburban employee who delivered the propane stated that-indeed-we were not out of propane.
I called Suburban Propane again. The same service tech came. He replaced a defective value on the tank and re-started the furnace.
Within an hour we had carbon monoxide in the house. I called Suburban Propane again - turned off the furnace -. This was at 1:30pm. No technician came until the middle of the night. The same tech returned only this time he stated that our furnace was in terrible shape and we needed a new furnace.
We subsequently called another heating company for a second opinion. They stated that indeed we needed another furnace. Also they did not believe that our furnace had been serviced at all, as any good technician would have seen the damage inside-water-corrosion-leaks.
We had our furnace replaced. However, we were without heat for three days, which, was not good for my husband as he has serious medical issues.
It was a terrifying experience for us. We certainly could have died, if we had not heard the alarms.
David VanDenburgh 24 Clinton St. Keeseville, Ny 12944

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.

A year ago I went from burning wood to heating oil. At that time, since I was already using suburban for cooking, I spoke with them about whether or not they took heap because I am on heap. They assured me they die. They got their voucher for heap. They clearly understood this was a separate account since they would only get paid for what was delivered.
Someone there because they do not listen, did not separate the accounts and now they expect me to pay for their estimated use for both cooking and heat.
They are the most stupid and ignorant company eve. I am not going to pay it and I welcome a day in court.

I ordered and paid for propane on Dec15 I was promised the delivery the following week. Last week came and went and I got no propane. Ive called multiple times no one can tell me why I didn't get my propane and when I might possible get it delivered. I have sent multiple inquiries through their "contact page and no one has bothered to contact me back! I have called multiple times and each time promised answers! I've come to the conclusion SUBURBAN propane could care less and their customer service reps are LIARS! Time to find a new propane provider!

I live in an RV and was forced to move from my home since someone else wanted my spot and could pay more. I couldnt take Suburban propane with me as a result they charged me an account close fee. Being punished for leaving a company that you are not under a contract with is the worst customer service possible.

My mother and I were both customers suburban propane for a total of 70 years. I'm not sure what transpired, but they became the worst company i've encountered. We decided to leave due to billing and customer service. Please do your research and pay attention to the reviews. I would not recommend this company to anyone due to its questionable practice.
My mom final billing was 8/4/20, and a letter was submitted 8/19/20 reading:
Your past due balance with our local office has been transferred to this department for collection. Your account is seriously in arrears.
I called and spoke with daiquiri (I change the name), and confirmed she wasn't in arrears, and that is "the standard letter they send to everyone." my mother, who is 78 years of age, received this lying letter, and it made her upset. All daiquiri wanted to know if she was going to pay the bill today. The phone disconnected, and I called daiquiri again and left two messages because I wanted to pay suburban propane and finally get rid of this company. I will be encouraging all of my family members and friends to take their suburban's bill to another company. Customer service is more important than the price of gas. Don't bite the hand that helps you receive your bonus.
I found a company that has fantastic customer service and was able to provide a good rate.

Ps if you choose to stay with suburban propane….. Negotiate your rate every year before you go into a new contract. If not, they will use that same gas and burn you all winter.

So your multi million dollar company is worried about the $275 I owe. Sorry if it is a bad year for all. I see on your website that you have a virus response but all you care about is money. I have been paying this off. I found companies that are much lower price. The best way to resolve this is for me to get another company.

Glad to see you go.