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Suburban Propane Complaints 154

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3:49 pm EST
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Suburban Propane Propane Prices

We just received our propane bill from Suburban Propan in the Albany NY suburbs on 1/20/2009. At $4.40 a gallon for 310 gallons the $1, 370 bill seemed a steep to me. I went back over my old bills and compared them with the historic prices from the New York Home Propane Monitoring System, at http://www.nyserda.org/Energy_Information/nyepf.asp In the winter of 2008 they charged 11% over the average NY State Prices, in 2009 they charged 25% over and this winter they are charging 51% over!

The previous owners of our house say they purchased the tank from Agway, but have no proof and Agway is no longer in the Gas buisness. Suburban claims the tank belongs to them because I cannot find the paperwork. Does any of this make sense or is it simply that Suburban Propane is a greedy liar?

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Erin Nagy
Kingston, US
Feb 23, 2010 10:02 pm EST

I'm down in Kingston and they will be getting ANOTHER earful from me tomorrow - just came home to a nice, fat $1760 bill ... $5.57/gallon! This is coming on the heals of a $1300 bill right before Christmas at a whopping $4.79/gallon. I too have checked the NYSERDA website, as well as other local competitors, and they are always DOUBLE and they cannot ever explain why! I lease the tank from them and I am figuring out a way to get out of it ... it's utterly ridiculous! Do you know if anyone has reported them to the BBB? Seems to be a number of comments about price gauging on here --- it's very unfortunate but happy I'm not the only one!

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8:51 pm EST
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Suburban Propane Price of Propane

I've had a Suburban Propane Tank in my backyard for about 2 year. If their service was as great as the guy that sold me this tank and gas there would be no problem. These Parasites have tried to charge me $10 per gallon for propane when other companies like Ferrelgas was charging $1.89/gallon. I had this tank installed on a new construction shop so I had no idea how much the shop would use per year. I found that I did a real good gob insulating my shop so now because I don’t use huge amounts of Propane, Suburban wants to charge me from $4 and up for the gas I do use. I have thought about contacting one of those Consumer Advocacy Groups that like to use the Media to beat Companies like this up for their less than Ethical Business Practices. On the last visit from the Suburban Propane Delivery person, he was told to charge me $500 for 125 gallons of Propane. That is $4 per gallon. The driver told me he wouldn't even pay that much for Propane because he knows how much they pay for it. Looks like even their drivers are tired of getting beat up by the Customers. I guess when you run a less than Ethical Business even your employee's get tired of the abuse that their Company is causing. I would bet that if the CEO of the company had to hear the complaints like the Drivers do, he might change his Business Practices. As long as we allow Companies like Suburban Propane to victimize people they will thrive in this Country. What will finish a company like this one would be a campaign of Bad Publicity that lets people know what they are in for if they sign a contract with Suburban Propane. I would ask that people start calling their Political Representatives in Washington and letting them know about this Company and how they are doing you. You might be surprized at how much a phone call from a Senator can get people moving in the right direction.

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bette murphy
Williamstown, US
Feb 08, 2010 6:09 pm EST

i am in the process of purchasing a new home and i will definitely not buy one which has propane...the actions of suburban propane are unjust and unfair

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bette murphy
Williamstown, US
Feb 08, 2010 6:08 pm EST

i have been a customer of suburban propane out of hammonton nj for almost 10 yrs. i called to get a delivery today in the amount of $200 since i only haqve one medium sized tank and was told it would cost almost $400 to fill it. I am on social security and there is no way i can pay for that much, but they don't care, so i will go without. It seems in the past 2 years their service has really gone down hill. I called rob andrews office and they advised me to file a complaint with consumer affairs. I have never ever been a credit problem with them and yet i was talked to like i was a piece of crap. this is so unfair, but they could care less. they flatly refuse to come out and give me the amount i know i can pay for right away.

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Gouged
Loudon, US
Jan 16, 2010 12:43 pm EST

I live in East Tennessee and just had my tank filled. I was charged $4.64/gal. When checking with competitors the quote was $2.99 - $2.89. I called for an anonymous price quote with Suburban and they insist on your name and account info. Since I have been a customer of theirs for 10 years they gave me a price of $3.71/gal. This is not the first problem I've had with Suburban but I do plan to make it my last!

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8:06 pm EDT
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Suburban Propane Forced gas delivery

I moved into my new place about 9 months ago and was on a meter with suburban propane at the recommendation of my landlord.

After getting a bill for over $400 my first month, I found out they were charging about double what other companies were charging.

After some negotiation, we reduced the bill and agreed that the meter will be removed and I would call if I needed more gas in the future. This was agreed upon with their general manager. It was clear that I would pay for what was in the tank already and that no more deliveries would be made unless I called to ask for it.

Their billing system was screwed up and created a duplicate account and they kept sending threatening letters about not paying, when I pay for everything in full. They kept sending automatic threatening letters to shut down my tank, when they do not own the tank and the payment was made in full. I finally had them fix this and there was no apology or sorry or anything.

A few months went by and everything seemed ok.

Well, today, their truck shows up and they fill the tank without my permission and just gave me a bill for it.

I never called to ask for the gas and the driver lied and make up excuses and basically bullied me and told me how it was in my best interest as the gas prices are going up and used his route log as an excuse for what he did. From their other behavior, I would have to question everything the driver said and I believe it was all a lie and cheat people.

This seems to be another one of their misleading tactics and they are filling my tank without my permission, then expecting me to pay for it and if I don't, they will threaten to shut off a tank they do not own.

From what I read about them from other people, this type of dishonest tactics seem to be "normal business" for them.

I am not sure what I can do. Can I call the police if they shut of a tank they do not own?

I am sorry I ever did any business with them and I would warn others about even opening an account with them.

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Zack B
Nashua, US
Feb 03, 2010 6:15 pm EST

If I were you, I would add a padlock to your tank to keep them from filling it.

I am currently having some issues with Suburban and I suspect them of meter padding when filling my tanks. I am currently gathering evidence before any accusations are made.

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Suburban Propane Failure to provide service

Suburban Propane charged a tank rental fee for propane tanks, which was not in the contract. When I complained they reduced the fee by half. I paid it for fear they would take the tanks out, leaving me with no heat.

When I sold the property, I notified them to take a reading on the volume of propane in the tanks and make arrangements to retrieve them. They failed to do this and the new owner used 40-50 gals of my propane before Suburban removed the tanks. This was after repeated phone calls to Suburban to take care of the matter.

When they finally removed the tanks, not only was 40-50 gals used up, Suburban Propane had the audacity to charge me a $60.00 closing fee, in addition to what I had lost to the new owner.

I would not use this company for any reason in the future and urge anyone else to avoid them.

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2:32 pm EDT
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After years of two deliveries a year by Suburban Propane they have place a $60 a year rental fee for the tank they service. Our average bill is $90 each delivery. Now a $60 dollar charge on top of this. When I called about the fact that we were not told of this charge prior to filling the tank this last time they had no answer to my request. They tole me...

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Suburban Propane Being FORCED to take propane

One day out of the blue I see a man is dragging his big propane hose across my yard. I stopped him and told him I did not ask for more propane. I had over 3/4 of a tank and I have only a gas stove that I don't use much. He said he had to add propane or take my tank.
So I had to pay for propane I did not need or want.
When I called the manager to complain said it was a misundestanding.
The next year I was sent a bill for Tank Rental. I guess saying you're going to take someone's tank wasn't the right thing to do.
A couple of months ago here is a man yet again dragging his hose across my yard. Another forced tank fill up.
And to add insult to injury I got a bill last month a bill for tank rental.
I've written them and told them this is some racket they have going.
I told them I am about to turn them in to AARP since I live in an Over 55 Mobile Home Park and I am not the only one they've done this to. AARP loves ripping into companies who take advantage of us older folks.
I am also one step from turning them over to a local news station who also loves to get a hold of companies like Suburban.
I told them I will wait a reasonable amount of time for an explanation or I'm throwing them to the dogs.
If you have this type of problem and belong to AARP let them know.
If you have a local news station who will investigate, turn them in.
They need to be stopped and made to pay for ripping people off!

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Josie #StayPositive
US
Aug 23, 2023 1:01 pm EDT
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Agreed. They think that I should pay for unused propane. I only use 87 gallons a year and they filled in March. They want the 1.00 per gallon not use plus 5.00 a gallon for what was used. And they will probably charge to removed the tank. I was charged 7.00 a gallon for that 87 gallons. I am searching now

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Rich Gavert
Wells, NV., US
Feb 07, 2022 4:14 pm EST
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At one point Suburban propane, topped off my tank, with out my knowledge with 13 gallons of propane & with their added "FEES" it came to almost $39.00!

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not that bob
St Paul, US
May 26, 2010 8:12 am EDT

www.suburban-propane-class-action.com/

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8:20 am EDT
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Suburban Propane Tank Rental Fee

Just had my Propane tank removed without prior notice, the tank was full!
I received a letter this year, first time in 9 years that there is now a rental fee on my tank. I spoke with a representative about the new rental fee and was told that they would waive the fee this year and begin billing me in January. I was told by the rep all was OK. Still not understanding the new fee, I thought at least I had some time to figure out what this fee was about.
While I was out - my child at home called me at work to inform me that the Suburban Truck was in my driveway and that she heard noises outside near the tank.
I called Suburban wondering what they were doing in my driveway. My first call- " we do not have any serivce scheduled at your address" Second call to inform them that they took the tank- " oh yes, you didn't pay the rental fee so we removed your tank! and by the way our policy is that you didn't have a gas delivery this year so you owe us a rental fee and you didn't pay this fee so we had no choice but to remove your tank!"
All was denied about my first conversation about the rental fee! WOW! Has anyone else experienced this?

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johnholl
US
Sep 11, 2009 6:53 pm EDT

Well I had my propane shut off because i refused to pay this recent "tank rental" charge. $99.00 to reconnect! They can kiss my butt. So I paid the fee due for this year, called a competitor who has no fee, and told Suburban to terminate our service and come get their tank at their option. [they tried to negotiate the next years fee down... but I said bye bye]

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4:43 pm EDT
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I built a new home in 2006 and had 1000 gal Suburban owned tank put in for heating. It was put in by my builder without any consent from me and I was pretty shocked to find out that I would not be the owner of the tank. Due to the lact of experience at the time, I did sign their contract because they were offering a really good start-up price of 1.89 per...

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Suburban Propane Pricing and customer service

Suburban overcharges for propane and I found out why - their customer rep told me they "(we) have higher overhead then other companies, so we have to charge more." What?!. They charged us $3.299 per gallon for propane on 1-12-09, $1.15 higher per gallon then other propane companies in our area. Suburban is non-negotiable on their price probably because of their “overhead”. I phoned them in October to set up a "call ahead before deliveries" and to put a gauge on the fuel tank, so we could be prepared to pay the BIG bill. Promises, promises. Needless to say, we are still waiting. Another customer service rep suggested we have the tank removed so we could use another propane company. She was surprised to learn Suburban has a $1500 tank removal fee. Today I paid the $1152.68 and since I was 16 days late they added a 1.5% late fee. So, Suburban actually charged me $3.365 per gallon for this last tank. They tell me the tank will be empty by March 15th, so here we go again. SMZ

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N M
Warwick, US
Apr 14, 2009 4:49 pm EDT

I was told that removal fee for the tank is 124.95 plus 75 cent fee per gallon to pump out the propane. You are responsible for the excavation costs. I am going through the same thing with them right now trying to buy the tank. Have another propane company negotiate a deal with them on purchase of the tank. The only way they'd agree if you would make it pretty convincing that you'll indeed dig it up. I don't know what is the saize of your tank but I have calculated on mine that I would rather spend several thousand now and save up t0 800 per fill-up than put up with this agravation.

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Suburban Propane Propane

Thanks for these posts, which I read with strong self-interest.

I have been having a terrible time with Suburban Propane in upstate New York (Columbia County). We have been getting deliveries even after we have stopped automatic delivery -- with no ticket or invoice left behind. We only recently discovered another 225 gallon delivery (while we were at the house even!) when we called to confirm a credit when they readjusted our price per gallon from the previous two deliveries. They had been charging us a dollar a gallon more before we called them on the prices.

We have been extremely suspicious of their records and their deliveries, as the usage is exorbitant and inconsistent with similar properties (over 1000 gallons in 10 weeks for a weekend house). Our gauge was showing full capacity when they decided to schedule the latest delivery of 225 gallons (out of 500) and it remained the same after they had purportedly fueled up.

When we called to complain about these erratic and inconsistent deliveries/records, we were met with lies, and eventually, attitude, and threats that our house would "freeze up in 3 days" if we stopped delivery. Their true intentions were revealed when they called up our real estate agent to "alarm" them about our cancelling service (which we had not done), and subsequently told me they had a long account with the owner they were interested in protecting. The previous renter had a similarly bad experience with them and actually used another provider.

This whole affair has left a bad taste in our mouths and we are now shopping around for a new propane provider. Even as we do so, we're nervous that we would simply switch from bad to worse, given their reputations.

If anyone has some positive experiences with particular propane companies in my area, I'd gladly take any recommendations.

Nelson

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tony odessa
hamden, US
Oct 06, 2014 2:01 pm EDT
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I have suburban out of walton ny.. I caught them telling me that they made a delivery to me ...but later appoligized that they made a delivery somewhere else...then they said they delivered on feb 4th...there was 14"s of snow and no way up my mountain they said they pushed threw the snow and got there! they tell me to plow when theres 2"s...then after arguing for 3 months now ...the guy said it didn't snow there...the day after superbowl? 14"...

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Mark
Cossayuna, US
Apr 23, 2009 8:46 am EDT

Suburban gave me a great intro price 2 years ago and got there 1000g tank on my property and burried. After initial fill, prices went way out of line. About a month ago I was quoted $3.71/g from suburban I complained as I have to every time. I got them down to $2.80 and bought enough to hold me over. I ended up purchasing the tank from Suburban($2975+ Tax) and found a local co-op. The coop prices make propane competitve with fuel oil despite thje fact that propane makes much less heat per galon. The co-op in my area of upstate NY is Galway co-op. Prices are based on usage and tied to wholesale price. If you do not have a co-op in your area you may want to start one.

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epacsdnal
Jackson, US
Apr 21, 2009 2:26 pm EDT

We also had a horrible experience with Suburban Propane. Suburban Propane put my family and my appliances at a huge risk. Suburban Propane had come to my home an supposably performed pressure tests, because I complained that there had to be something wronfg or a gas leak because we were only getting 15 days out of a tank of gas. My Propane bill for the month was coming to approx $3000.00. I then contacted Allen's Propane (awesome company)Highly Recomend. Allens performed numerous test's inside my home to find out suburban propane had the pressure settings so low that none of my appliances were rec ieving enough propane, therefore the propane just kept flowing. Suburban Propane are scammers... GET RID OF THEM... MY PROPANE BILL HAS NOT BEEN MORE THAN $470.00 and that is for 2 months of propane over the winter SINCE SWITCHING COMPANIES.

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Warwick, US
Apr 14, 2009 4:52 pm EDT

Buy your own tank. And yes from personal experience Suburban is a bunch of lying rip-offs. You can put a lock on the tank and make sure that you are there when they are delivering.

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1:03 pm EST
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Suburban Propane Payment for unused Propane

I recently changed Propane suppliers from Suburban Propane to another company due to huge price differences. Suburban last charged me $4.09 per Gallon versus new company charging $2.45 per gallon. I was told by Suburban that I would be paid for the unused propane in tanks. The cost of propane I had been buying was between $3.79 - $4.09 a gallon. First I had to continually call then for over 2 months to get them to get their tanks picked up. Then today I contact then to see what they are reimbursing me for the 2 tanks, which were both full. I was informed I was receiving $571.00 for 200 gallons. Even if I had only paid $3.50 a gallon I should still be receiving $700.00! So it appears they are buying it back at around $2.08 a Gallon. Isn't there any place to report these people? This is absolutely ridiculous!

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CSSS
Lakeland, US
Feb 13, 2010 12:42 pm EST

We have had the same experience with Suburban, both in New York State and Florida. In fact in Florida we just terminated our service with a full tank (200#) and we ended up owing money. We paid between $4.88 and 6.82 per gallon for the gas and they charge $55.00 to come and read the tank. I don't like their math. Maybe that is why their profits are so high.

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4:19 pm EST
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Suburban purchased Agway and the prices have been rising ever since. I called December 14 for a current price and was told it was $4.45 a gallon for propane. I called all the other companies in the area and got prices from $3.25-$3.79. That is $1 a gallon more than the lowest company in my area. I went to the government web site Energy Information...

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Their propane tank and services were already at our house when we moved in. We moved in in August of 07 and had the 500 gallon tank filled (to 400 gallons) $1500 in December of 07, in January of 07 we had the tank filled again $1500! I was shocked that the tank was depleted so fast. We have a small house that is about 1100 square feet and use the propane...

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Suburban Propane Billing

Purchased home in July '08. Was told 76 gallons of propane in the tank was included in this sale. Suburban filled this tank in August, 2008, 33 gallons. I was billed for the 76 gallons in the tank in August. I was then billed for the 33 gallons in September. The August bill was for 76 gallons. The September bill was for 33 gallons delivered in August. They included a late fee with this bill in September, even though I never saw a bill for the 33 gallons. I rec'd a 55 gallon delivery on September 20th as well. I spoke with costumer service several times to inquire why my bill was so high, after several phone calls; I was told the seller was refunded the money for the 76 gallons. I was encouraged to go on a budget by this rep. It was October 15th. I agreed, paid my 55 gallon bill of $199 and was told the budget would be $95/month. I rec'd another bill for $95, for September - October. I called customer service again, they told me this $95 bill was from 10/15 until 10/20 for the budget plan. They're billing cycle begins on the 20th every month, they refuse to prorate it and they refuse to credit my payment for the September 20th delivery toward the budget. This company is double dipping, charging me twice for the exact same propane. Use any other company for your propane needs. This company does not explain their billing policies, their customer service reps lie, and they refuse to correct their mistakes. It is unacceptable with the premium people are paying for petroleum products, the oil companies record profits thatthese companies would have to rip their customers off the way they ripped me off. I'm switching to electric, they lost my business and I hope they go bankrupt.

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bented
US
Nov 13, 2018 2:29 pm EST
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Tuesday, December 13, 2016 I have been a customer over 10 years and they want to charge me for them to pick up their property. I absolutely refused to pay them anything.They wanted over 80 dollars.I have been a good customer of theirs since 2002.

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Jeff/fins
US
Aug 29, 2018 1:46 am EDT

Bought business 2 years ago kept Suburban Propane because they were already there, never signed contract. Want to cancel and they won't let me use my propane I paid for!, they want to steal it and charge me a 1.00 per gallon restocking fee. I don't want to return it so why are they charging me?

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Jared Rolston
US
Aug 28, 2018 11:02 pm EDT

We are a commercial operation and use over 5000 gallons of propane a year. Suburban has been over charging us at over $4.00 a gallon. I checked and was told by another Suburban that $2, 29 was the price at that level. They told me they would fix things going forward but no credit for the overcharged billing.

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Tomatoe
US
Aug 15, 2018 12:25 pm EDT

Speeding at a little league game, Madison maine, Suburban propane service truck, white with a crane in the rear. Blahh what a idiot! Alot of children in the lot at this time. People have mentioned this to him before, He told us it has a big engine?

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Chris F.
Sarasota, US
Feb 15, 2011 1:18 am EST

Just got my (leased) tank filled today. $5.99.gallon! from Suburban Propane. According to what I read as national average(s), this is twice that price. They pulled this on me in October 2009. When I complained, they compromised by offering me 1 year @ $2.80/gallon. I agreed, and initially had some billing issues, but after a few calls to billing, they honored the agreement. I had called a competitor, who sold propane at that time for about $2.60. I was tempted to switch from Suburban to that competitor. Now, it’s back to $5.99 again. NOTE: I’m not shopping to save every last penny, ….I don’t mind if Suburban is a larger company with higher overhead, thus needs to charge a little more, but I’m not paying 100%+ more. You can bet I’ll be calling around again!

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referee
Redding, US
Jul 08, 2009 10:07 pm EDT
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Many Weights and Measures throughout United States have adopted NCWM/NIST handbook 44 which is a regulation accepted by regulatory officials for enforcement of consumer complaints. Under Section 3.32, sub paragraph UR.2.5. Ticket in Printing Device. – A ticket shall not be inserted into a device equipped with a ticket printer until immediately before a delivery is begun, and in no case shall a ticket be in the device when the vehicle is in motion while on a public street, highway, or thoroughfare.
UR.2.6. Ticket Printer; Customer Ticket. – Vehicle-mounted metering systems shall be equipped with a ticket
printer. The ticket printer shall be used for all sales; a copy of the ticket issued by the device shall be left with the customer at the time of delivery or as otherwise specified by the customer.

I would expect they would show you copy of the invoice from the truck deliveries to validate the truth of the delivery, otherwise you may have a valid complaint.

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About Suburban Propane

Screenshot Suburban Propane
Suburban Propane offers a range of energy services, including propane delivery, natural gas and electricity, as well as heating and cooling services. They cater to residential, commercial, and industrial customers, providing fuel for heating, cooking, and backup power solutions. Their services also include appliance sales and installations.
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Overview of Suburban Propane complaint handling

Suburban Propane reviews first appeared on Complaints Board on Oct 25, 2008. The latest review Mixed Experiences with Progas was posted on May 22, 2024. The latest complaint Tank and Service was resolved on Oct 23, 2014. Suburban Propane has an average consumer rating of 2 stars from 155 reviews. Suburban Propane has resolved 39 complaints.
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  1. Suburban Propane Contacts

  2. Suburban Propane phone numbers
    +1 (800) 776-7263
    +1 (800) 776-7263
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    Customer Service
    +1 (800) 776-7263
    +1 (800) 776-7263
    Click up if you have successfully reached Suburban Propane by calling +1 (800) 776-7263 phone number 0 0 users reported that they have successfully reached Suburban Propane by calling +1 (800) 776-7263 phone number Click down if you have unsuccessfully reached Suburban Propane by calling +1 (800) 776-7263 phone number 0 0 users reported that they have UNsuccessfully reached Suburban Propane by calling +1 (800) 776-7263 phone number
    +1 (973) 503-9252
    +1 (973) 503-9252
    Click up if you have successfully reached Suburban Propane by calling +1 (973) 503-9252 phone number 0 0 users reported that they have successfully reached Suburban Propane by calling +1 (973) 503-9252 phone number Click down if you have unsuccessfully reached Suburban Propane by calling +1 (973) 503-9252 phone number 0 0 users reported that they have UNsuccessfully reached Suburban Propane by calling +1 (973) 503-9252 phone number
    +1 (888) 878-0708
    +1 (888) 878-0708
    Click up if you have successfully reached Suburban Propane by calling +1 (888) 878-0708 phone number 0 0 users reported that they have successfully reached Suburban Propane by calling +1 (888) 878-0708 phone number Click down if you have unsuccessfully reached Suburban Propane by calling +1 (888) 878-0708 phone number 0 0 users reported that they have UNsuccessfully reached Suburban Propane by calling +1 (888) 878-0708 phone number
    (260) 672-9710
    (260) 672-9710
    Click up if you have successfully reached Suburban Propane by calling (260) 672-9710 phone number 0 0 users reported that they have successfully reached Suburban Propane by calling (260) 672-9710 phone number Click down if you have unsuccessfully reached Suburban Propane by calling (260) 672-9710 phone number 0 0 users reported that they have UNsuccessfully reached Suburban Propane by calling (260) 672-9710 phone number
    More phone numbers
  3. Suburban Propane emails
  4. Suburban Propane address
    240 Route 10 West, P.O. Box 206, Whippany, New Jersey, 07981-0206, United States
  5. Suburban Propane social media
  6. Michael
    Checked and verified by Michael This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Sep 09, 2024
Suburban Propane Category
Suburban Propane is ranked 8 among 91 companies in the Energy and Utilities category

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