Complaints

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

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• 

  Suburban Propane, L.P.

  240 Route 10 W Whippany, NJ 07981-2105

• 

  Suburban Energy Services

  RR 1 Box 119 East Freedom, PA 16637

• 

  Suburban Energy Services

  464 S Center Street Ebensburg, PA 15931

• 

  Suburban Propane - Chester

  Box A Kings Highway Chester, NY 10918

• 

  Suburban Propane - Kingston

  CPO Box 1151, Barbarossa Lane Kingston, NY 12401

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.

• Initial Complaint

  Date:05/07/2024

  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.

  I am on a budget plan that I did not realize there was going to be a price increase of over 400 dollars a month, when trying to resolve the matter and get my bill caught up I was told I should apply for a neighborhood savings group and if I signed up that day they would be able to back date the savings price back to January. I signed up for the group and was supposed to hear back from Suburban Propane and when I didn't I followed up with them. I was told that I was given wrong information and they were not able to back date anything and I would still have to pay the full amount. We went from paying around 250 a month to over 600.

  Business Response

  Date: 05/08/2024

  Our local manager has tried to reach this customer a few times but has not been successful. The customer missed budget payments and is demanding that we do several rebills for him to catch him up on budget.  Our credit and collection department talked to him on 3/5/24 and pointed out that February was the last budget payment made of $263.00-- he has missed March and April budget amounts. On 3/18/24 he signed up with NSG and we corrected the rate on the account and rebilled the 4/4/24 deliver only.  On 4/21/24 customer was remove from budget since they had missed 2 payments so the system auto removed them.  We would be happy to discuss this further if the customer would return our calls.

• Initial Complaint

  Date:05/01/2024

  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 have had Suburban for a little over 1 year.To start, there were pressure regulator issues and many service appointments made. All appointments except one were no-shows by Suburban with no call to cancel. Once the tech finally showed, he informed me that the tank was not installed correctly and it had to be moved. He put a tag on the tank so it could not be filled.There have been multiple appointments made to move the tank and once again Suburban doesnt show up and they do not call.I need the tank moved and filled so it can be used.Total out of pocket to date is less than $1000.

  Business Response

  Date: 05/02/2024

  We have always answered this customer's calls and addressed his requests.  Customer is now scheduled for May 17th to relocate the tank at no charge. 

• Initial Complaint

  Date:05/01/2024

  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.

  On January 3, 2024, I cancelled my service with SP. I asked when the tank would be picked up and they said when they did service out here but it was winter so they were busy. I understood that. I called in February to remind them the tank was still there but that I still understood because it was winter. In March I demanded a pickup date. I was told no later than April 30 the tank would be picked up. It is May 1. At this point I am being taken advantage of and used for free storage of their tank.

  Business Response

  Date: 05/01/2024

  Propane tank was removed today and matter is resolved.

  Customer Answer

  Date: 05/02/2024

  [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:04/30/2024

  Type:Sales and Advertising 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.

  We had a no fill lock out on our tank with suburban propane. They confirmed this after having filled our tank and attempting to bill us ******* for the propane. After contacting them and complaining they sent us an invoice stating we now owed them nothing. A month after we received the bill stating we owed $0.00 we received a bill saying we owed $1,583 plus a $24 late fee. They lowered the fuel price from $5.87 a gallon to $3.97. When we didnt order any. The other ridiculous thing is they are offering a promotion for new customers locking in a fuel price of $1.89. Clearing they are trying to pay for their promotional by illegally filling tanks and billing people hoping they will simply pay. We dont have a lot of money and save up for the year to buy the fuel when it begin to get cold. I either want them to come pick up their tank for fee and terminate our business with them, or comp the fuel. Either way they are out of line filling a tank that their records say was not to be filled

  Business Response

  Date: 05/02/2024

  Our area credit and collections department spoke with this customer. He was scheduled for disconnection in March, but the driver filled the tank instead of locking, which led to the balance and his complaint. He paid the delinquent balance in full the following week. He initially wanted the tank pumped out and removed, but we did offer to rebill the delivery rather than pumping out the gas since it was our error, and to send him Prebuy information this summer. He was satisfied with the resolution, and is going to talk to his wife and get back to us on their decision. 

• Initial Complaint

  Date:04/30/2024

  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.

  A couple months ago on 2/26/24 I got an invoice in my mailbox for an "annual minimum" fee along with a "transportation" fee for sending a refill truck. On my door was a 'sorry we missed you' door hanger talking about a new annual inspection and a new "minimum annual purchase requirement".I called Suburban Propane and asked what this new requirement is since it's nowhere in the contract, the contract says all fees are listed on the website, and the website doesn't list the new fee. She told me it was new (I didn't get this charge in prior years) and wrapped into some other fee. I asked, if they now have this new annual inspection, why couldn't they send a regular vehicle and not a refill truck (since they hit you with a roll truck fee) and she said it's just easier to send the refill truck in case people want to get a refill. I said, if you want people to get a refill, why did you come in the middle of a weekday without any advance notice? Then I asked about why I got a 'sorry we missed you' door hanger when- I was home. I watched the person walk up to my door, hang the notice on my door, and stick the invoice in my mailbox, while not once actually knocking or ringing the doorbell to see if I was home.So here is what they have done-1. Came up with a new annual inspection requirement that is not in their contract and didn't notify customers.2. Came up with a new annual minimum fee without notice.3. In the middle of a weekday and without notice, came with delivery truck for an inspection.4. Didn't try to contact me in any way, but just showed up at my property with this new inspection requirement in hand and the refill truck so they could say they attempted delivery.5. Stuck a notice on my door that they missed me without knocking or ringing doorbell to see if I was home to actually get a refill.I asked to speak to a manager to have this made-up charge removed from my account. No one has ever called back and I was forced to pay.

  Business Response

  Date: 05/08/2024

  Pursuant to the contract this customer signed, they are required to take one delivery a year.  This customer did not take a delivery since 2021, therefore we billed the customer for a minimum requirement delivery fee.  We would be happy to discuss this further if the customer would like to call the local store manager.

  Customer Answer

  Date: 05/08/2024

  
  Complaint: 21645231
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 05/08/2024

  
  Complaint: 21645231
  
  I am rejecting this response because: The reason provided by the business is factually incorrect. They have stated there is an annual minimum requirement in the contract, of which there is no such clause in the contract. In fact, in their response, the business provides evidence of such in stating that the last refill I had was in 2021, which is correct. This clearly shows that there is no annual minimum requirement in the contract as I was not charged for a minimum fill in years 2022, or 2023. Furthermore, when I discussed this with the agent, I pointed out that I they have never had this requirement in the past since I haven't had a refill since 2021. She informed me that it is new this year. The closest thing in the contract is a 'Minimum Monthly Purchase Requirement', in which mine is filled in as 0 (zero).

  This also still does not address the fact that if, for the sake of argument, there was a yearly minimum fill requirement, they did not attempt to contact me to schedule a time for me to get a refill. They simply showed up unannounced and stuffed a fee in my mailbox without giving me the opportunity to get a refill and meet this requirement. They showed up unannounced due to an 'annual maintenance inspection' requirement that is also new and uncommunicated to their customers.

  It is very clear that through a serious of newly made-up requirements (annual inspection fee & minimum annual fill requirement) and steps to impose fees (new minimum annual refill fee & used a refill truck to perform a maintenance inspection to charge a truck delivery fee), they intentionally circumvented customer contact (didn't notify me they were coming & didn't ring doorbell or knock at property) so that they can force customers to pay them money without actually delivering any kind of service.

  As I stated in my initial complaint, I have attempted to contact a manager to discuss, but they refuse to call me back.
  
  Regards,
  
  ***********************

  Business Response

  Date: 05/17/2024

  We have reached out to this customer to discuss this further.  We do not call before coming out for the MMR.  Please see paragraph 2 regarding the potential changes to fee structures.  We would be happy to talk this over if he would like to call the manager.

• Initial Complaint

  Date:04/29/2024

  Type:Sales and Advertising 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.

  From day one we had issues with suburban propane ! We have had issues from them stepping on our property without permission when we asked due to we are a farm and have farm dogs and farm animals ! We also have asked multiple times to not come out here to fill us unless we called and they came out one time filling us up and after complaining they made it right however I made it clear that no one should come out here again n try to fill we are on will call where we call them ,they come not automatically they come as they wanna with no respect to the customers! Well months ago I had to stop a guy who was sent out from company once again I made no calls n the company made no calls while being sick ! Multiple times these people showed up while my kids or I was sick adding more stress ,even stopped once after I had surgery and I had to stop them while I should be resting ! The other thing is that the billing department has been an issue recently I had a bill to pay off the amount owed n was supposed to be on monthly billing to pay a certain amount towards it but they change it making it a large amount due which I wrote to them I am unable to do so ! We are on one income scraping by and then they never responded I left multiple emails and I recently get a bill double the amount I owe ! I will pay what I owe but not double ! I have made some payments its not like I havent ! This is wrong in so many ways ! The economy has gone up so much and we are trying here but they are making people suffer either by stress or billing over the amount they owe! I explained by the way in the email I could do low amount til my taxes came back and then I could pay it off but no response like said above just a double bill ! I owe 555! They added a late fee etc to now be almost thousand dollars ! This is outrageous! Please do not go w them ! Do not trust them -and be careful have cameras like we do ! Every time they came out we have them on camera ! We have all emails etc as well !

  Business Response

  Date: 04/30/2024

  We have reviewed the account and ***************** is correct in stating she owes a balance of $555.  The actual balance (less finance charges) is $547.37. The double billing she is referring to, is the budget payment.  In order to stay on the budget plan she would owe $929.95.  Should ***************** pay the balance on the account and be taken off budget, the account would be at a zero balance for the entire account. We believe this was a misunderstanding in the bill being budget/actual balance on the account.
  

  Customer Answer

  Date: 05/05/2024

  
  Complaint: 21641912
  
  I am rejecting this response because:
  
  We shouldnt have to pay that large amount to be on budget billing no other company does that to their clients who need budget billing !  You have us on there paying 347 a month that is outrageous! I have to decide between feeding my family or your bill ! Anyways budget billing with other companies usually use the amount owed which is the lower amount mentioned in the complaint response you have posted ! Double the amount is wrong in so many ways ! We should only be paying for what we owe not more than ! Sometimes people cant just dish that amount out and need budget billing to make it easier so they can feed their families or take them to doctors! 
  The company has been one issue after another since signing up with them ! We are very upset this is happening and want it resolved! The payment will be paid completely off when we receive the taxes ! Til then as said before we can pay $40 month til it gets here which should only be two months of it ! We have been paying its not like we havent its just not at your standards and we need some kind of compromise! This is unlawful to charge me a double charge just to budget it ! We are paying for your company basically after our amount is paid , not ok! We have received a phone call and I returned that phone call to quickly be turned away and asked for them to return the phone call ! I know he is out of office til Tuesday and I am unable til Wednesday to discuss this further ! If they want to resolve this I want the bill fixed and understanding especially after all the stress and situations we have had with the company ! We have enough going on and this adding to it isnt helping ! A little kindness and understanding would definitely help ! We are praying for this to be resolved in a matter that we all can agree on ! 
  
  
  Regards,
  
  ****** And ***************************

  Business Response

  Date: 05/10/2024

  Our local manager has reached out to this customer multiple times and left multiple messages. Unfortunately the customer has not returned our calls. As we have explained previously, once the customer pays the balance they originally agreed they owed, the account will be clear. Without any further dialog we are having a hard time gaining their understanding.

• Initial Complaint

  Date:04/29/2024

  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.

  Took my propane tank for non payment of $76 after they called and collected money to avoid taking tank. Never emailed or called per company policy. No manager ever able to speak with me and now they want to charge Me COD to get it back for heat and got water. This is at a vacation house. **************** is no help and ***** had me call back 5 days in a row with no resolution. Horrible company with horrible practice!

  Business Response

  Date: 05/01/2024

  Customer spoke with our local representative and said yesterday he was upset that hes COD, thought he had credit, but he has always been COD.  She explained that we would need to run his credit or remain COD, so he is considering coming back on but ***** made a decision yet.  We will continue to work with this customer until he decides how he wishes to proceed.

  Customer Answer

  Date: 05/01/2024

  
  Complaint: 21638864
  
  I am rejecting this response because: they are liars
  
  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:04/25/2024

  Type:Customer Service 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.

  **************** is rude. They talk over you. Do not address the issue/request. Same Service request has been made 3-4 times. Never resolved. Next step is to have the tank removed. I'd rather have zero propane than deal with this company!

  Business Response

  Date: 04/29/2024

  This has been resolved.  Customer appreciated the call back from our management. We offered to set her up with service free of charge with a free tank of gas, but she is not going to use gas going forward. If she needs anything in the future she will contact us.

  Customer Answer

  Date: 04/29/2024

  [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:04/19/2024

  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 purchased a home in August 2023. The home came with an empty porpane tank. The home is being remodeled, and therefor I have not moved into it. The propane tank belonged to Surban Propane so I had them remove it before I started service with another firm. Today I received a bill from them for $144.89 for Close Out Fee, sales tax and transportation Surcharge fee. I didn't even sign a contract with the firm for service. How can they charge me for cancelation of a service I didn't even have with them?

  Business Response

  Date: 04/22/2024

  We have agreed to remove all fees as a courtesy and we let ******************** to let him know.  He was thankful for the call.  Once the fees are removed, we will terminate the account.  

• Initial Complaint

  Date:04/16/2024

  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.

  We have been a Suburban customer. And recently decided we wanted to switch to another company due to hidden costs example we had gotten a bill for $58 when we called they said we didn't get the minimum fuel delivery for the year. My husband called probably a month ago to discuss and the girl said it was an error on their End and we Didn't owe it.. we informed them then we were going to be s itching companies once the fuel was used up..... no word from them we were away for a week came home to our tanks being locked had no furnace or way to cook... we just hung up the phone he had to pay $84 to have them open tanks back up .???? I don't feel this was our problem. The girl On the phone said tanks were scheduled to be picked up tomorrow?? No one ever discussed anything with us other than we Told them Not to deliver and we Would switch once fuel was Gone. We had no warning my husband has stage 4 COPD 3 grandkids ages 2-4 coming tomorrow AND NO HEAT OR STOVE! Ridiculous!

  Business Response

  Date: 04/17/2024

  We spoke with our customer and everything is resolved. The amount we charged for the unlock has already been refunded and ********************* is satisfied.