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Business Profile

Propane

Suburban Propane, L.P.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Suburban Propane, L.P.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Suburban Propane, L.P. has 540 locations, listed below.

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    Customer Complaints Summary

    • 406 total complaints in the last 3 years.
    • 135 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/05/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I informed Suburban on March 30 that I was changing propane providers (due to their poor service), and the new company propane tank would be installed on April 10th. Suburban said they would pump out the contents of the tank, to provide me a credit, then retrieve their tank the following week. I have since called Suburban in ****** **** and June to check the status of them pumping the contents and removing the tank from my yard. Each time the Suburban person said that removal process should have occurred by then, that they don't know why it has not already happened, and that they will enter another reminder for Suburban to do the work. After five phone calls to Suburban over ten weeks, most of which were seven minute calls discussing the issue with them, the tank has not been removed or a refund provided as of June 5th.

      Business Response

      Date: 06/06/2025

      We are picking up the tank this morning. Sorry for any inconvenience.

       


      Customer Answer

      Date: 06/07/2025


      Complaint: 23428682

      I am rejecting this response because:  

      Suburban Propane has picked up the propane tank and they now need to complete the process by issuing a refund for the tank contents, as they said they would do during my conversation with them in March.  

      Regards,

      ****** ******

      Business Response

      Date: 06/12/2025


      Credit has been processed on this account for $475.13 and we have processed a refund check to be mailed to mailing address on account.
    • Initial Complaint

      Date:05/24/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I contracted Suburban Propane for work. When it was complete I signed the work order which had a cost of approximately $251 on it. When I called to pay, they proceeded to tell me the cost was over $600. When I started to argue with the service manager, he threatened to come remove everything they did. I have contacted him several times to try and rectify this issue but he refuses to do anything except offer an apology. I am not looking for them to eat the entire difference but there needs to be some middle ground but they are refusing. The

      Business Response

      Date: 05/28/2025

      We already handled this matter with the customer and removed the labor fees and he paid the balance.
    • Initial Complaint

      Date:05/21/2025

      Type:Order Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My family owned a home in ************* ** until March 2021. We had Surburban Propane as a propane gas delivery supplier when owning the house. In 2025, we received an invoice for delivery of gas to **************** 2025. We have called the company ************ repeatedly, and a) the company continues to send us invoices and past due notices, and b) the company claims that they were not informed of the change in ownership, that is our (the selling homeowners) responsibility to inform the company of the change in ownership, that they have tried to make deliveries for 4+ years, and that they will not withdraw the invoice. (We did inform vendors of our sale of the house.). I need help ensuring that the company does not continue on the above and continue to harass us.

      Business Response

      Date: 05/22/2025

      This customer was very impolite to our manager, constantly cutting him off. We indicated to him that hes always been set up for annual deliveries & that we have no records of him ever calling us when he says he sold the house in 2021. It is his responsibility to let us know that he sold his home so that we could stop deliveries. We have attempted an annual delivery ever single year up to this year. This was the only year that the property took gallons. 

      Customer Answer

      Date: 06/06/2025


      Complaint: 23359052

      I am rejecting this response because of the following:

      * Under no reasonable circumstances would it make sense for the former homeowner, who sold the home at **************** March of 2021, to be responsible for a propane gas delivery to that address in 2025. 

      * Suburban Propane has admitted that it attempted to make deliveries "every year" since 2021 and that the tank was "full" at each delivery until 2025.  Suburban Propane made no effort to contact the homeowner over the four year period from March of 2021 to March of 2025, by letter or by phone, regarding these failed deliveries.  

      * The homeowner did attempt, in 2021 (with COVID continuing to be a national issue), to inform all vendors of the change in ownership, and provided the new homeowner with a binder including information regarding all important vendors, including propane supply.  It has been four+ years, but it is possible that the Suburban Propane truck visited ************************************************************* 2021 and that the driver may have been informed of the sale.  In any event, as Suburban Propane was well aware (given the 1x/year delivery schedule), the home at 874 Millstone did not and does not utilize propane for heating the home.

      * Upon receiving the first invoice related to the 2025 propane delivery in March of 2025, the former homeowner attempted to contact Suburban Propane repeatedly to clear up Suburban Propane's billing error.  After the first outreach, no response was provided -- except that the former homeowner received a further invoice, this time with a finance charge attached.  Several additional calls into Suburban Propane were met with "meh" non-responses to the problem, including a general promise to "look into the problem" (as if the solution to the problem were not quite obvious -- reverse the invoice and request that the existing homeowner, who took delivery, consider making payment).   Despite requests to speak to a manager, the only response from Suburban Propane was to send further invoices (with further finance charges).

      * The former homeowner then took his time to call Suburban Propane yet again, and requested to speak to a manager.  After waiting on hold for some time, the manager picked up the phone.  The homeowner attempted to communicate that this would be the last communication regarding this subject, which has already wasted the homeowner's time (and patience), and that the only possible outcome that would make any sense would be for Suburban Propane to apologize, void the invoice, and attempt to collect from the person(s) who own 874 Millstone today.  The manager obnoxiously demanded "to be able to speak", as if the former homeowner had somehow prohibited him from speaking previously, and started to try to explain how -- despite the quite obvious facts of the matter, including 4+ years of failed deliveries -- Suburban Propane somehow believes that the former homeowner is responsible for the gas delivery because, according to Suburban Propane's understanding (and a purported lack of a record of such communication), the former homeowner did not inform Suburban Propane of the change in ownership.  When the homeowner expressed incredulity that Suburban Propane would take this position -- over a $500-$600 invoice -- the manager was condescending and refused to engage in a civil conversation, just repeating the demand.  

      * Should Suburban Propane continue to pursue the illicit invoice to the former homeowner, the homeowner -- who has extensive experience with the debt collections business, and for whom any attempts to affect the consumer credit rating will be meaningless -- will ensure that any attempt to collect the debt will cost the debt holder more time and effort than the amount on the invoice.  In addition, should Suburban Propane continue to pursue this invoice and harrass the former homeowner, the former homeowner (who in all likelihood will be a Hamptons homeowner again, and who had 20+ years of excellent relationships across all ***** vendors in the ******** with zero complaints or issues at the former address) will ensure that any new home will not utilize Suburban Propane, and that letters will be written to all ***** ************* outlets (online and on paper) explaining the situation and warning consumers away from doing business with Suburban Propane.  The former homeowner will also be prepared to take out advertisements setting out the facts regarding the treatment received from Suburban Propane.  In short, the former homeowner has been maliciously mistreated throughout this process, including a "conversation" with a very condescending and difficult manager, has wasted significant time and energy attempting to set things right, and at this point the issue is as much about the principle -- how a consumer must be treated, with reasonableness and fairness -- as it is about the size of the invoice.

      Regards,

      ****** *********

      Business Response

      Date: 06/06/2025

      We are going to waive the balance as a courtesy. 

      Customer Answer

      Date: 06/09/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      ****** *********
    • Initial Complaint

      Date:05/15/2025

      Type:Delivery Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Delivery propane when was told not to changed company and still charged fee for tank pickup when contract was for ***** and then charged 187 payed all fees and was on will call payed yearly tank rental and propane Delivery charge for propane

      Business Response

      Date: 05/21/2025

       We communicated to this customer that we would issue the credit of $1,422.72 against her balance of $537.73, resulting in a refund check in the amount of $884.99.  She confirmed and understood this at the time.  The refunded amount is correct.
    • Initial Complaint

      Date:05/09/2025

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 2/15/2025 I requested a delivery of propane from suburban propane's after hours line. I paid the required fee for 200 gallons of gas and waited for the delivery. Everything went smoothly at the delivery but when the tech left the bill, to my surprise, he filled the tank instead of what we had paid for. It was my intent to call the local office that Monday and report the error as well negotiate for a reduced rate on the per gallon price as I had done previously. Personal issues arose and this fell to the bottom of my priorities. I received one call from suburban inquiring about the balance on the account but nothing further until this past Monday when I received a call to call them back regarding the balance or a lock was going to be placed on my account. I had not heard this term before and given the fact that this error had happened previously last year with the same situation, I assumed they would send me a bill and I would pay it over the course of a few months like I did last time. To my great surprise my gas tank was in fact locked at 11:35p last night. In the middle of the night, the only evidence on my ring cam... I called the office today starting at 1:30p only to be put on hold for 15 minutes then unable to get through again. I called the corporate line and placed 3 formal complaints for a call back, no response. By 3p I called back and paid the bill with corporate and requested an emergency restoration due to this running my cooking stove and heat. As of 4p when I am writing this, no response and no tech. This is completely unprofessional behavior and I request my price per gallon be honored and credited back to my account. No other business is going to come out in the middle of the night to shut off your service so they can avoid the home owner. It's not like I can have any one else fill this tank and they barely made any attempt to contact me for payment. This type of behavior is why they lose customers regularly and I won't be recommending them.

      Business Response

      Date: 05/13/2025

      We locked the tank on May 6th, not May 8th. The customer was left messages on 4/23 and 5/5 about past due balances and about locking the tank. We never received a call at the 2035 office to discuss the over-delivered gallons from 2/15/25. When we spoke to Ms. ****** Friday & Saturday she never mentioned anything about billing issues, only about the tank being locked. If we were made aware at that time we could have addressed these concerns then. Customer stated she was not getting a call back from anyone, but we called her 6:41 Friday, 6:44 Friday (left a voice mail), 6:52pm Friday (left a voice mail), 10:40am Saturday, and 12:15pm on Saturday.  Happy to assist further if needed.

      Customer Answer

      Date: 05/13/2025


      Complaint: *****************************************************************************************************************************************************

      I am rejecting this response because:
      I spoke with multiple people from the corporate office. My problem is the ************** I want my account credited for the difference between what I was charged and the last price per gallon I received in the fall for all the issues. Im also waiting for someone to come out and fix not only the damage done to my tank due to the lock out and also the weather damage that has never been given maintenance in the 5 years its been installed. 



      Regards,

      ******* ******

      Business Response

      Date: 05/15/2025

      Our local manager spoke to ******* again, and explained the replacement part situation. He told her he would update her again in the morning. Our tech would inspect everything when we come out to replace the valve and she was good with that. We will stay in contact with her at least once a day until everything has been settled.
    • Initial Complaint

      Date:05/08/2025

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We purchased our home back in 2021 and the tank was at our home. We created an account with ********************** and had a few deliveries but soon realized we didnt need the propane as the boiler did a fine job and the tank makes me nervous. After 2 years of not using what we had delivered last and getting the yearly bill of $50 I called to ask them to come take it and they said I would be reimbursed for what was left in the tank with the exception of a restocking fee per unit.. which seems excessive. It was during winter so I knew it would be picked up during the spring although they didnt say when exactly. I called again in April to see when and they said it would be a week or so. After a few voicemails they picked it up on a Friday with no issue. In the three times I called not ONE time did any of them tell me their was a labor charge (of $99) to pick the tank up. I would have kept the dumb thing and paid the $50 had I known.

      Business Response

      Date: 05/12/2025

      This was a simple billing timing issue which has been fully resolved to the customer's satisfaction.

       

      Customer Answer

      Date: 05/16/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      ******* *****
    • Initial Complaint

      Date:05/07/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am being over charged for fuel and have tried to resolve the issues with the company. I am on a budget plan where I was paying about $100 a month and I ran out of the fuel gallons budgeted for in January. The renegotiated priced was 3.59 a gallon where it was at 3.25 previously. I have paid $445 and now am continuing to be charged $345 a month which is way over the amount of fuel budgeted for. They are being condescending and talking to me like I am an idiot on the phone I never agreed to pay $345 a month for a budget in my small under 900 sq ft home to heat it when Im not even heating now.

      Business Response

      Date: 05/08/2025

      We made contact with the customer this morning and have resolved the complaint to Ms. **************************** apologized for the confusion that resulted from budget payment changes due to higher priced deliveries. To compensate for this, we re-billed the most recent delivery at a lower price,and clearly explained the next three budget payments required. The customer acknowledges the new budget payment of $164.10 and accepts the final resolution of this issue.
    • Initial Complaint

      Date:04/03/2025

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In November 2024, I received a propane delivery from Suburban Propane at a rate of approximately $6.50 per gallon. After comparing prices with local competitors, I found that most were charging between $3.00 and $4.00 per gallon for leased propane.

      On January 2, 2025, at 2:51 PM, I called Suburban Propane to express dissatisfaction with their pricing and requested to cancel all future propane deliveries. The representative confirmed that canceling deliveries would not be a problem. I also asked for a partial refund for the prior overpriced fill, and was told the request would be sent to a manager. I never received any follow-up from Suburban Propane after that call.

      Despite my cancellation request, on January 31, 2025, Suburban Propane delivered propane again. When I contacted the company, they initially claimed to have no record of my cancellation call. Only after I provided the exact date and time did they acknowledge the call and said it would be reviewed. However, they still insist that I am responsible for paying for the unauthorized delivery made after my service was clearly canceled.

      Business Response

      Date: 04/04/2025

      We reached out to this customer
      and spoke to him. We apologized for the lack of customer service and offered him a
      new price going forward and would rebill his last delivery January 31, 2025 of
      111 gallons.
    • Initial Complaint

      Date:03/26/2025

      Type:Order Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Moved into house 09/2023, previous homeowners never removed propane tank they signed for. Suburbane propane reached out several times wanting to schedule to pickup tank. They would just show up without saying they were coming to get it. They NEVER actually scheduled a day to come. i told them i am available fridays yet they still do not schedule an actual day to pickup. Then i got a bill in the mail in march 2025 saying i owe them ************************************************************************************************ the mail saying i owed them money OR that they would transfer it. They never properly scheduled to come pick it up. When the last homeowner closed the account they should have asked them to pick it up.

      Business Response

      Date: 03/28/2025

      On 9/21/2023  the current home owner advised us that the house was sold to ******** *******. On 9/27/2023 the new home owner, ******** ******* called and stated she wants the tank picked up as she will not be using the fireplace. We are unable to pick up tanks during the heating season but on 4/5/2024 technicians went to remove tank and no one was home.  They were advised she is only available on Friday, so we rescheduled for Friday, April 12. Technicians went to remove the tank and no one was home and there was not access to the tank because part of the fence needs to be removed.  A yellow tag was left on the door asking the homeowner to call the office to schedule a day to return to pick-up the tank.  We tried several times to connect with the owner to reschedule the pick up. On 3/5/2025 the Service Coordinator left a voice mail for ******** stating this will be the last call and if we do not hear from her by the close of business on March 7 an account will be set up in her name, the tank will be a force sale and the account will be sent to Credit & Collections. ******** did not return the call.  If she would call the local manager this could be resolved.
    • Initial Complaint

      Date:03/25/2025

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The company messed up on 5 occasions with no shows and I'll be there tomorrow's. I was given a $239 credit to my account for what I went through and there is proof on file with better business bureau of this previous matter. Now they said they want to have the credit removed and charge me a bill as normal. If this isn't handled here I will go to court.

      Business Response

      Date: 04/04/2025

      Our local manager spoke with the customer.  He was never charged and he agreed that the second charge was valid due to the new heater being installed after the tank set. The credit from the original tank set was still on his account because we never charged him for it so when the new heater was installed it absorbed the credit.

      Customer Answer

      Date: 04/04/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      ***** *******

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