Suburban Propane review: unethical 5

Today is March 1st and I am sitting in my Frostburg, MD home with no heat. We have been in the largest Blizzard of my life and Suburban Propane decided not to fill my tank because I owed 200.04. I have been a customer for over 12 years and due to their crazy budget billing had a credit balance in the thousands last year. When I called about the gas they told me I hadn't paid in almost a year and they had sent me a notice and give me call, so if I wanted any gas I would have to pay an additional 160.00 for delivery. I tried to switch providers but we have over 4 feet of snow! The reason I hadn't paid wasn't because I owed them money, I had a huge credit balance...so the last delivery had a credit of 300.00 with a balance of 200.04. I had actually mailed the check this weekend, and it was not 30 days past due. We have not been receiving mail, businesses have been closed, etc. due to weather. I have had some issues in the past (like holding my money to the tune of 1000.00s) and they are very expensive as well as rude, but this should be illegal. Unfortunately they are not regulated so buyer beware. I would like to get this out to anyone using gas for heating so they will make a better choice and not end up with out heat for your family in 20 degree weather.

When I signed up with Suburban for propane they quoted me a price per gallon for their product. When I got my first delivery I was charged a "regfee" which increased my price by 28 cents per gallon. Unforniturely I signed a 2 year contract with them which I cannot get out of.

http://www.nyserda.org/energy_information/nyepf.asp

Recently I too, became a Victim of Their Outrageous Price-Gouging and WOULD BE MORE THAN HAPPY TO JOIN Lawsuit via NY Attorney General, Andrew Cuomo--He is Superb! April 2010..I received notice of ABSURD TANK RENTAL FEE @ $75.00 Per Year--NOT Per Term of Contract (2 years). I Protested to Supervisor Who Is Courteous ..She could NOT waive fee...but reduced it. YET, This Tank Rental Fee is OUTRAGEOUS & a FIRST IN MY 14 Yrs Propane consumption. SOUNDS LIKE NICKLE n DIMING Tactic!

My Fall Season Propane charge was @ $3.49 per gallon which was paid on time. My Current May Propane Fill of 66 gals was at ABSURD $5.35 per gallon. Back to Courteous Supervisor I went PROTESTING of PRICE-GOUGING...at over $2.00 per gallon increase since Fall.

Keep in mind, Usual Open Season Contracts occur at Low Summer Rates in June---Yet, they rushed to fill me in May when there was no need since my 100 gallon tank had sufficient reserve. Supervisor could NOT adjust back to Price Cap. I related I must cancel versus being Raped at these charges per gallon. However, There Is a Termination Tank Removal Fee of $89.99. Supervisor reduced that fee...I had their assertion written on my current bill...so That I would NOT be getting a Future Billing Shock..."AS IT IS SAID, "GET IT IN WRITING" which is Legal Binding Evidence during a Court Suit!

Bottom Line Is: 1) Had to pay Tank Rental Fee...Will I Get a Refund...Doubt It!
2) Suburban Topped off my tank with 66 gallons...They OWE ME 44 GALLON CREDIT...Bet, They
Hit Me With Some Hidden Fines/Surcharges since my contract ends Jan 2011...Bummer!
3) STARTLING DISCOVERY...Just Now...Last Oct 2009 Propane Fill was 48.9 gallons
May 2010 Propane Fill was + 66.7 gallons
--------------------------------
n TOTAL------------- 115.60 Total Propane Fills...on

a 100 Gallon CAPACITY TANK>>>>Duh...Where Did extra 15.60 gallons come from which I am billed at $5.35 Per Gallon.?

PLEASE CORRECT ME IF I AM WRONG: (100 gallon Total Capacity Tank -(minus) 48.9 Fall Propane Fill = 51.10 Gallons Consumption To Date)~~ I Save All My Bill Receipts...Just Double Checked If A Previous 2010 Fill...NONE WHAT-SOEVER.

SO IS THIS DECEPTIVE OVER BILLING PRACTICE ...OR WHAT...BEING CHARGED FOR EXTRA 15.60 Gallons My Tank Could NOT RECEIVE...

"YES...IT IS TIME FOR SCAMMED CONSUMERS TO JOIN IN PROTEST OF PRICE-GOUGING, DECEPTIVE BILLING PRACTICES!

What follows is the letter of dispute I recently submitted to Suburban Propane regarding their unethical victimization. I live in MD and have also filed a formal complaint with the Consumer Protection Agency. I suggest everyone else do the same, as this company must be stopped!
Re: Bill Dispute

To Whom It May Concern:
Today, 9/15/2010, I discovered a Delivery Ticket (Invoice [protected]) for the amount of $151.29 attached to my door. The ticket indicated that I had received 2.1 gallons of LPG. Clearly, propane costs have not currently reached more than $75 per gallon, so I immediately called the inquiry number on the ticket to request explanation, specifically the “Minimum Bill” comment that was, prior to 9/15, completely unfamiliar to me during my years as a Suburban customer. During my conversation with the Suburban representative, I was told it was irrelevant that I had only received 2.1 gallons of LPG and that I was still responsible for paying the $151.29 “minimal” fee. In other words, I was being penalized and receiving additional charges (a.k.a. “Minimal Bill”) because I had not used what Suburban Propane indiscriminately and subjectively determined to be a “minimum” amount of propane! I informed the representative that I would pay for the 2.1 gallons of LPG that were replaced in the tank; however, I would not pay for something I had not received or used, at which point I was threatened with having my propane tank turned-off, thereby making the gas inaccessible to me. The gas in the tank (minus the 2.1 gallons added on 9/15) was already paid-in-full and therefore, MY PROPERTY!
In addition, and without any notification of change, I received a tank rental fee of $60 (plus tax) last year. Upon calling to inquire about this fee, I was informed that because I did not use enough gas (amount undisclosed, of course), I would be charged this fee, which I had never received in prior years. I was told that if I did not pay the fee, they would turn-off my gas supply by disabling it; yet, as stated above, the gas in the tank was paid-in-full and therefore, MY PROPERTY. I did pay the rental fee, however.
I do not know the amount to dispute (per the “Summary of Your Billing Rights” inclusion demand for this letter), as THERE IS NO COST PER GALLON IDENTIFIED ON THE INVOICE, so I am unable to determine the rightful charges for the 2.1 gallons I received and for which I am prepared to pay. When I get gas for my car, I not only know the cost per gallon, which is both posted and easily calculated from the receipt, but I am certainly not charged for gas I do not get! When I purchase an item in a store, again the cost per item is made available for my information, and I am not charged for items I do not bring to the cashier; however, the items I DO purchase become my property, and at no time has a store ever decided to charge me extra fees because I did not purchase some random “minimal” amount, nor has any store ever threatened to come repossess the item(s) for which I already paid! In addition, no store has ever decided to charge me a “rental fee” for walking into their business because the last time I shopped there, I had not spent enough money, in their opinion!
Upon researching the Suburban Propane Company, I found a multitude of complaints, including price-gouging, inexplicable and unannounced rental fees, and exorbitant removal charges (or more appropriately, punishment fees) for customers who terminate service. This is an egregious abuse of ethical business practice, if not illegal, and is worthy of formal complaint to the Better Business Bureau, as well as potential legal action on behalf of the consumer. If at any time prior to this dispute being resolved, I discover that my gas tank has been disabled and/or its contents rendered inaccessible to me, I am prepared to report theft and destruction-of-property to the authorities. I expect to hear from a Suburban Propane representative in a timely manner regarding this dispute.

Customer service is terrible. Refused to waive the turn on fee when I gave a reasonable explanation as to the reason why. Price is astronomical as well.