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Business Profile

Propane

Suburban Propane, L.P.

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:02/03/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 2/2/24 at 2pm I noticed my propane tank was emtpy. My propane is for everything (heat, stove, dryer, hot water). I am on autodelivery. I called the local office at 2:15 and spome with ******. She said she would put me in for a delivery and they would be out that SAME day. Around 5:30pm, still no one has showed up. I called customer service. She stated she could see I was on the list for delivery but was not able to tell when I would have fuel delivered. The next morning I called at 8 am. I was told I was on the list but still no idea when I would be delivered. She put in an emergency request and said that I would receive a call within 2 hrs when they are on their way to deliver. After 2.5 hrs and no call or delivery, I call back. I am told that they will get there sometime. Now I am on autodelivery. This never should have happened and they keep delaying.

      Business Response

      Date: 02/05/2024

      The local office reached out to **************** this morning and we offered him goodwill gallons for the runout.  Customer was good with this resolution.

    • Initial Complaint

      Date:01/24/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      - After the 12/18/23 outage that lasted 5 1/2 days, I called Suburban Propane. I asked them for a delivery. She wanted to know how much fuel was in the tank. I told her I wasn't strong enough to open the cover to check the gauge and told her it was due to my cancer. I was afraid of running out of propane. She also asked if I cooked or heated with the propane. I said no, I only use it for the generator. It had been running 5 1/2 days non-stop I wanted to make sure I had enough fuel. So she said everyone was having problems with delivery and she'd put me on the list. 2-3 weeks went by - no delivery. In the meantime, the roof repair man checked the gauge and found the tank to be 30%. So I called again. She told me now that she knew what was in the tank, she would have someone come out. Another week went by didn't hear from them, so I called again. I asked if I was on the list and what day they were coming out and she couldn't tell me. They had to service the people that needed it for cooking and heating before they could service generators. (Before I called them I had checked with other propane companies and they said they had plenty of propane and could deliver. Their price was from $3.10 to ****.) I called 4 times and the 4th time I asked for the date/time of delivery. She said she couldn't tell me. I told her that I didn't want to use the "cancer" word and get special privileges but I didn't want to run out of fuel and if I ran out of fuel they could come and get the tank in the spring. She connected me to the manager. He said everyone was having these problems and would get to me when they could. So Jan 15 a VT plate Suburban fuel truck delivered 128 gallons and charged $5.94 per gallon!!!!! I asked him if he knew what the problem was - he said Suburban only has two trucks. I think the price is highway robbery!!!!!. I would like to see a corrected invoice total of $784.35 to ******. That would reflect current rate of $3.11 mpg. Thank you.

      Business Response

      Date: 01/29/2024

      We apologized for any inconvenience this may have caused and we reduced the delivery price for this inconvenience.  The account has been updated with the rate change.  Customer is satisfied.

    • Initial Complaint

      Date:01/24/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 discontinued service with this company in October 2023. They have not removed their tank from my property. It is large and in front yard and it is an eyesore. I call them every couple weeks and request that they retrieve the propane tank and they cannot give me a date for removal. I am furious that they will not remove their tank.

      Business Response

      Date: 01/29/2024

      We spoke to *********************** and she will check the level in the tank and call us to discuss getting the removal scheduled.

    • Initial Complaint

      Date:01/22/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Called them for a smell of propane when near the tank. They send a guy out here and he sprays some soap on the tank and says its all good no leaks!. Great but still stinks like gas out there! Then the company then proceeds to charge me 160 for the guy with the soap bottle. what a crock of s*** I'll never use this company again. Complete over charged for nothing, still smells out there. you think I'm calling you back to refill this POS leaking tank? laughable, I'll be hammering your company every instance I can. this is nothing. keep sending the bills and late fees because nobody is paying it. Not to mention I have nearly a half million dollar pool going in this summer, it will have 2 large Tanks that will be filled by another company : ). Call ***************** if you think I'm talking s*** coz I'm not.

      Business Response

      Date: 01/23/2024

      On December7th, this customer called to tell us he smelled gas over the summer and requested we come out to check the system for leaks. On 12/11 a tech was dispatched to do a leak test.The system was checked and no leaks found. Tech soaped the outside to show the customer there was no leak detected at the tank itself. During this service call, the tech discovered a window had been installed directly next to our tank,violating code. The customer was informed that the tank would have to be moved due to code compliance and locked out until completed. At this time the customer agreed and actually ordered an additional tank to be installed. Since no leak was discovered and we came out at the customers request, the service call was billable and billed at our standard rate. On 12/21, customer called to complain about the service call charge. The charge was explained to him but he had a problem with the amount and now disputed the need to move the tank. At that time, he said he would pay the bill but was not happy about it. He did not ask to terminate service and pick up the tank. We will contact the customer and remove his balance as a one time courtesy. We will also schedule to pick up our tank and credit his account for any LP in it since he has indicated in his complaint he has another supplier. If he chooses to continue service, we will schedule to have the tank moved to another location, within code requirements, and not charge for the service.

      Customer Answer

      Date: 01/24/2024

      [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:01/18/2024

      Type:Delivery Issues
      Status:
      Answered
      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 1/16/2924, I ran out of propane for the only heat source in my house so I called suburban propane on 1/17/2024 requesting an emergency delivery, told them I only had $700 to pay for a past due balance of $99, 250 emergency delivery fee and balance for propane. They agreed to do a delivery on 1/18/2024 and did not deliver. I called around 1pm EST on 1/18/2024 and was advised I was on the route and would have a delivery. By 545pm I did not have propane delivered so I called and they told me they would deliver for an additional $250.00.

      Business Response

      Date: 01/19/2024

      Our staff called ****************** this morning and assured him he will be delivered to today with no extra delivery fee.  He was correctly quoted to come out last night by the call center since he is a Will Call COD customer. Delivery was requested on 1-17-24, only 2 days ago.

    • Initial Complaint

      Date:01/16/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 pay a monthly fee to keep my propane tank FULL!! In the coldest month of the year, they let me run out of propane!! This is completely unacceptable. I shouldnt have to worry about the levels in my tank, they should check them regularly!!! I want a full refund for the year that I have prepaid and a signed document that my propane tank will be checked monthly and never below 20%.

      Business Response

      Date: 01/17/2024

      Our local manager spoke to *************** today and we did get her tank filled today.  Thank you  

    • Initial Complaint

      Date:01/12/2024

      Type:Product Issues
      Status:
      Answered
      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 ********* ***** suburban propane location denies people to get propane because they are very short staffed how are we to stay warm when propane is my only source of heat especially when we have a weather advisory.

      Business Response

      Date: 01/16/2024

      We left a message for ******* to let her know that she could bring her cylinders in to have them filled. ******* has a 100lb cylinder she occasionally brings in to the dock to get filled. With recent cold weather we did not have anyone immediately available to fill on Friday 01/12/2024. When we do not have someone available to fill at the dock customers are provided the option to leave their cylinder(s) and we fill them as soon as possible and then they can pick them up when ready. 

    • Initial Complaint

      Date:01/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 feel Suburban Propane is charging me excessively. On December 27th 2022, they delivered a full tank of gas for the home I was renting at the time. Then on March 20th 2023 they came and filled the tank again without me calling for a delivery and supposedly the tank held $1255 worth of fuel even though it had only been 2 mo since the last delivery. Then on 4/4/23 I smell gas outside over a coupling in the pipes where Id had a leak in the past so I called to have it evaluated. They sent out a guy to check it and he claimed there was no leak. After he left, I locked the main valve on the tank and never used it again. At the end of October 2023 I was planning to move and called to have the tank locked. They later sent me a bill claiming that I owe them $586. They apparently charged me $255 for coming out in April to check for a leak. They charged me $110 just to come out and lock the tank. Theyre measurements when they locked the tank suggest Id used just a little under $200 from the most recent time theyd filled the tank in March but I cant see how I could have possibly used an entire tank and started on another tank in just 3 mo. Its not possible. It had to have leaked out. I dont believe I should be billed for evaluating a leak. Its not my job to check their equipment for leaks. And I feel its excessive to bill me $110 just to do less than 30 seconds of work to lock the tank. *** tried emailing and calling their office in ** and get no communication except to send me a copy of my budget contract. Nobody will ever call me back. And now yesterday I received another letter threatening to send me to collections or take me to court if I dont pay in 10 days.

      Business Response

      Date: 01/16/2024

      We have spoken with this customer and resolved the issue. We are writing off the delivery fees that were in question, leaving a balance owed of $222.87 and customer has paid the balance.

    • Initial Complaint

      Date:01/10/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Its been since May and I have asked for removal of four full tanks, we want to tear down the house and cant due to non removal , I hear when there in the area , I called today and now its March . Theres money in my account I want returned and tanks picked up and reimbursed for fuel thsts pd for, this is so not right , if I owed money they would lock me out ,I cant get them to do anything and seeking a lawyer is next step alone with radio thank you I have called emailed several times ,

      Business Response

      Date: 01/15/2024

      Our local manager spoke to ************************* and have emailed the lawn waiver for the tank removal. She is fine with us getting them by 1/26/24.

    • Initial Complaint

      Date:01/04/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 November 18TH 2023 at about 10pm we came home to find our propane tanks were empty and had not been filled as we are on an automatic fill plan. This has happened to us once prior and I called the on call service number they responded out that evening and filled our tanks. After the first occurrence I contacted Suburban we update and fine tuned our delivery schedule, but we were assured that if we ever ran out again just to call the on call number and the on call person would respond out and fill the tank. So on the evening of the 18TH I did just that and the on call person told me, he did not want to be out all hours of the night and that he would respond in the morning. I should note our furnace, fireplace and hot water heater all run on ** and it was below freezing out. I called the Suburban on call number again and requested to speak with a supervisor and was told one would calling me and I never received a phone call. So we discontinued our service on 11/29/23 and now the ** tanks have been sitting in our lawn for over a month. We have called no less then 10 times requesting to have them removed and that a manager return a phone call to us and neither have happened. I called on 1/02/24 and advised ***** of the Auburn, ** Office that it has been a month and one week and starting today I am now charging Suburban $10 dollars a tank per day (there are 2 tanks in our lawn) to be stored on my property. On this same day we received a bill in the stating our bill was overdue. This was a bill for the ** that was filled into the tanks one day prior to the disconnecting them. Therefore 99% unused. Any assistance with this poorly apparently unmanaged so called company would be appreciated.

      Business Response

      Date: 01/08/2024

      Our manager made contact with ************* The tanks that are disconnected will be picked up today, 01/08/2024 and their will not be any restocking fee charged for this inconvenience. 

      Customer Answer

      Date: 01/08/2024

      [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,

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

    Suburban Propane, L.P. is NOT a BBB Accredited Business.

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