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 Propane Gas Corp

  P.O. Box 67, Wash. Rd. Waldorf, MD 20604

• 

  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:01/04/2024

  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.

  Surbuban Propane arrived on 12/12/23 without us requesting a delivery or any notification that they were coming to fill our propane tank. Suburban Propane's driver checked the tank and determined that the tank was already full. The driver then left us a minimum bill for $104.40. I contacted the company on 12/13/23 and was told that this was normal procedure by a company representative named ******. I asked if we could be put on a on-call list, and was told that it was not possible. I asked if I could call them when we needed to fill the tank, and was told that was not possible. I told ****** that what they were doing was morally wrong and we should not have been billed. She said the $104.40 would be taken off my bill. Is this normal procedures for propane businesses in *********? I feel they should notify the homeowner before coming out (so they don't waste gas or driver time) or wait for the customer to call them or be put on a on-call list. I do not think this is a good business practice charging a customer for no ******************** delivered.

  Business Response

  Date: 01/10/2024

  We cannot remove the minimum bill charge since customer is not taking a delivery to satisfy the contract. If the customer will agree to allow us to fill our tank in March, we would be able to remove the charge.

• Initial Complaint

  Date:01/02/2024

  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.

  RE Account # *********** We have been a customer of ********************** for almost 9 years. On November 1st 2023, I placed a call for a refill and the ** rep asked what my tank level was. I told her I didnt know because it was showing as full but that had to be a mistake because I havent had a delivery in a year and the gauge on my tank still showed as full, I stated that when you got your nose really close to the gauge there was a very faint smell. I was told they would send someone out to investigate. They came out the same day (I never requested same day service) and said the gauge was stuck, the ***************** the tank and the gauge adjusted itself to empty, he also said he didnt smell anything but that when the tanks get really empty sometimes there can be a weak smell coming from the tanks. They filled it up at a cost of just under $500 and then assessed me a charge for an emergency call adding $273. I did not ask for a same day call but because they decided to send someone out the same day they refuse to waive the $273. I have spent 6 + weeks with even more calls trying to get this fixed. More than 6 messages were left for local management, mainly ***** from what I'm told. This is per the corporate reps saying they sent messages and also speaking with **** and ****** at the local office who said they would also let management know I had called, have never heard back. In my last communication with the local office, I was told by ****** that *****'s manager, ****, would get back to me, he gave me his word that either **** or he would call me back. It's since been a week and not a word. My account currently stands at $805.51. I have explained I am ready to pay the balance due less the unfair $273.49, but they seem uninterested in doing the right thing for a customer. I will not pay the special trip charge simply out of the principles of right and wrong and won't pay the difference until the charge is removed.

  Business Response

  Date: 01/09/2024

  We spoke with ******************** and let him know that we would be removing the out of route fee. He was pleased. 

  Customer Answer

  Date: 01/09/2024

  [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:01/02/2024

  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.

  My partner and I sold our home at ********************************************************** on 10/23/23. I contacted Suburban Propane in ****** ** on or about 10/18/23, informing them the new owners were taking possession of the home on 10/23/23, and that they were not going to use Suburban Propane as their propane provider. Suburban said they would send workers out to cap and remove the tank on or after 10/23/23. On 10/25/23, the new owners propane provider came to the property, capped Suburbans tank, and installed their tank for the new owners. I contacted Suburban on or about 10/25/23, spoke with *****, Suburban **************** Rep ****** asking her when the tank would be removed. ***** said they wouldnt be able to send workers out the remainder of the week, but would try to have tank removed the following week. I contacted the new owners on or about 11/1/23, asking them if Suburbans tank was removed, they said tank was still there. I called Suburban on 11/1/23, spoke CSR ****** who said the tank will not be picked up for a few months as they have a lot of tanks to be picked up. I informed ******, the new owners want the tank removed from the property. ****** informed me someone would call me when a pick up date is scheduled. On 11/21/23, I contacted Suburban as I hadnt heard anything from them. I spoke with *******, who said shes going to contact the operations manager to see if they can schedule a **************** of the tank as a pick up date has not been scheduled. *** also said someone would call me to inform me of the pick up date. I called Suburban on 12/13/23, as no one called me about pick up date. I spoke with a customer service person, name unknown, and was told the tank was removed from 41 ***************** on 12/5/23, and I would be sent a reimbursement check for the remaining gas in the tank. The new owners contacted me on 12/29/23, informing me Suburbans tank was still on their property. Ive been getting the run around from Suburban and need something done.

  Business Response

  Date: 01/05/2024

  We are picking the tank up now and we have already confirmed the gallons in the tank by technician earlier today. We have spoken to the customer to inform him of the amount of his refund and the customer is satisfied.

• Initial Complaint

  Date:12/27/2023

  Type:Product 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.

  Suburban Propane installed a large tank and we used very little of the propane because we only used it for cooktop. We decided to install smaller tanks. We agreed to pay the $150.00 for early termination fee. They agreed to pay me a refund for the gas minus a restocking fee. No problem I agreed. When the bill arrived they charged me an additional $150 for removing the tank. This fee was never mentioned when I was arranging the disconnect. I am paying the amount requested.BTW- They tried to bill me for renting the tank for another year.

  Business Response

  Date: 12/28/2023

  We did credit back the equipment rent, but we unfortunately, failed to quote the customer the closeout fee and also promised to credit the late charge.  We will happily credit the closeout fee as well as the late charges to bring his balance to a credit of $3.09, which we will refund and notify him that it has been completed.
  

  Customer Answer

  Date: 12/29/2023

  [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:12/21/2023

  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.

  I ran out of propane on Saturday, 11/25/23, prompting a call to my supplier, Suburban Propane, to schedule a refill. The weekend call center put my order through to my local dispatch who was to call me Monday morning letting me know what day my delivery would be. I hadnt received a call by lunch Monday, so I called in. Rep was supposed to find out & call back. She didn't. I called again on Tuesday 11/28/23 and ******** told me I was on the drivers schedule for the next day, Wednesday. I placed a third call at around 3pm Wednesday as I still hadnt received my delivery. I asked ******** (same as Tues.) if I would still be receiving my delivery that day, to which she replied, I have you on my schedule for tomorrow, Thursday. I reminded her that she, in fact, was ******* that told me I would receive my delivery on Wednesday, prompting a brief hold to look into the situation. When ******** returned, she informed me that the driver of my route called off that morning and that I got bumped to Thursday. Why they didn't inform me, the customer withno heat since Saturday, is beyond me. ******** said she would call dispatch and see if they could possibly get someone out to me that afternoon and she would call me back. She called back and said that if I paid them $200, they could get someone to me that afternoon otherwise I would have to wait until Thursday. I laughed in her face; told her Id wait until Thursday and that I wasnt going to participate in the scam they were running. I also said Id be looking for a new propane supplier and ended the call. Thursdays delivery had a price tag of $3.819 a gal, up $1.46 a gallon from my 10/23/23 delivery 3 weeks prior @$2.359. The U.S. ********************************* lists the price per gal of propane in ** for the week of 11/27/23 as $2.77. I placed an anonymous call to Suburban Propane and asked what their current price per gallon was on a 100 gal delivery. ******** said $2.549. Fix my **** Your gig is up!

  Business Response

  Date: 12/27/2023

  Our local manager spoke with *********************** and she said she is aware she is supposed to contact us when the tank is at 30-40%but she had someone move in and she forgot.  We also explained the change in price and that it is being corrected and the credit will go back to her account. We apologized for her not receiving a call about the change in her delivery day. Customer was satisfied and and we provided the manager as a point of contact should she need to call in for anything.

• Initial Complaint

  Date:12/20/2023

  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.

  This company is all about lining their pockets in whatever means possible, and did all they could to strongarm my family into paying them to move our tank. A tank THEY PUT IN and had inspected at least twice since 2015.After being a customer for 8 years and getting behind on our last bill (which I did eventually pay off in FULL), they tried charging us $150 for a new "inspection" for our 1k gallon tank. Although they were willing to waive the fee (when I flat refused to pay it) - they then tried FORCING us into moving the tank saying it's too close to a neighboring building and they wouldn't fill it again unless we consented to paying MORE $$$ for it to be moved a total of 4 feet away (the week before Christmas in the worst economy I can remember at that)! Again though, this is a tank THEY PUT IN (beside the same building they're claiming is NOW a problem) and had inspected numerous times over a 4 foot difference. FOUR FEET. All I will say is THANK GOD Suburban propane isn't the only company in town, and that the others I called (as well as the one we hired that came out and filled our tank this am) have some common sense and courtesy.Never again Suburban. When you treat your customers like they're disposable, don't be surprised when they disappear for good.

  Business Response

  Date: 12/28/2023

  ************************* signed up with us in September 2015 with a Customer Owned Underground tank and we serviced each year.  In April 2022 ***************** requested we set a 2nd tank at her location and when ************** showed up to install the tank it could not be done to a horse trailer and gravel in the way.  She was to call back when she was ready to have it installed and we did not charge for this visit. She also requested at this time we fill her COT which we did on 04/12/2022,resulting in a bill of $1582.44.  No payment was made on the account until 07/12/2022 when $500 was paid.  The balance of $1082.48 was turned over to collections on 07/28/2022.  ***************** contacted us back in October 2023 and advised she paid off her past due balance and wanted to re-establish service which requires us to perform another Leak and Ops Test on a new account number.  We agreed to do so at no charge and when ************** went out he wrote up the ** tank was only 6 feet away from the home, which is not up to code, and denied it to be serviced. We are certain this is no way a retaliation to her being past due with us at one time.  

  Customer Answer

  Date: 01/01/2024

  
  Complaint: 21035991
  
  I am rejecting this response because Suburban Propane is intentionally trying to dodge the main problem listed in the complaint and avoid admitting responsibility for their blatant retaliatory behavior. While it is true (as admitted and mentioned in my initial complaint) that it took our family over a year to pay down the massively overpriced gas bill that we received; we worked, saved, and managed to not only pay the bill down, but also have cash in hand to refill the tank. However, by mentioning that they did not charge me for an attempt to install a second tank, lying about WHY they were unable to install the second tank (which their technician said was due to HIM not having the right truck to reach where we needed it put), and avoiding admitting that they not only INSTALLED our primary tank (the same one they are claiming is too close to another structure), but also inspected it at a minimum of TWICE (one of those times to install a line that went to a new propane heater IN THE SAME STRUCTURE beside the tank) in the 8 years we were a Suburban Propane customer is deceitful and abhorrent. They didn't charge us for the very last inspection (where they tried extorting my family by refusing to fill it unless we paid them to move it 4 feet away) out of any kindness on their part - they lifted the charge when I pointed out the fact that we NEVER had to have the tank "inspected" prior to former fill *** in the past, and refused to pay the extra $150 just because they thought they could slide it past us. 

  The real shame is that there are a lot of families out there struggling in this economy. Instead of trying to help families have heat and the use of their product though through payment plans, loyalty programs, etc., instead they have some of the highest propane prices around and do everything they can to shake down their customers for all they can. 

  Do the right thing Suburban Propane. Admit fault, change your policies, and fire your PR Manager that is responding to reviews and complaints. Putting lies in writing is a great way to make a bad situation worse. 

  Regards,
  *************************

  Business Response

  Date: 01/05/2024

  We are not retailing against this customer.  We do not know what she is seeking.  We did not install this tank, therefore it is her responsibility to get it up to code so that it can be serviced.  We will not service a propane tank that is a safety concern.

  Customer Answer

  Date: 01/05/2024

  
  Complaint: 21035991
  
  I am rejecting this response because I am not seeking anything financial; I simply want Suburban Propane to publicly admit to unethical business practices and change their policies for the benefit of their customers. Suburban Propane very much DID put our tank in, as confirmed with the prior home owner. Additionally, over the last 8 years they have not only inspected it at least twice (with the same laws and codes in place), but also added a line going from the tank to the building (that is magically now too close to the tank) for an emergency propane heater, AND filled our **** gallon tank numerous times - which they admitted to in their first response. When you publicly claim you won't do something and try to reach for the moral high road, but have been doing that EXACT thing for 8 years without a single technician or company representative mentioning there's an issue or trying to bring it to the attention of the home owner, it says a lot about your character and corporate ethics (or lack thereof). Again, stop lying and just fix your ways Suburban Propane. You're now talking out both sides and digging a bigger PR hole for yourself. 
  
  Regards,
  *************************

  Business Response

  Date: 01/08/2024

  We do not have much more to add to our response as our position remains the same.  We did pull up in our database the former account holder at this address and again confirmed that this is a legacy Suburban Propane account which we signed up out of this office back in November 2012 as a customer owned tank.  Our service history shows completing a gas check only initially on the tank.  We dont have any records supporting we originally installed the tank.  Thank you

• Initial Complaint

  Date:12/16/2023

  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.

  This week, Suburban Propane came and delivered 58 gallons of propane to my tank. This deliver was NOT scheduled and NOT asked for. They topped me off in April of '23. During a discussion with a manager at Suburban Propane, we agreed they would not come to me for my October fill up (my plan is Oct./Feb.) because they filled me up right at the start of the summer and the gas logs would not be used. For some reason, a driver showed up this week and delivered fuel despite it either being 2 months late or 2 months early. Not only that, they charged me **** a gallon when the price of propane in ** right now is ****. The bill also states it has to be paid by the 20th. That's a 1 week turn around for an unwanted bill in the middle of the holiday season.I spoke with **** at the local office and she said she'd have a manager contact me. This hasn't happened yet and time is running out on this bill. I will not pay for fuel I didn't want/ask for nor will I pay for propane almost $2 dollars a gallon over retail. They have done this before where a "manager" will contact me running out the time on the bill and then forcing a late fee. They also refused a credit they gave me AND forgot to mention a yearly subscription when we started with them. They also did not pro-rate my first sub despite it only being 10 months and not a full 12.

  Business Response

  Date: 12/19/2023

  We spoke with *** and the case is resolved. We rebilled his propane delivery at a lower cost as a one time curtesy. We also answered his questions on service and cost and let him know that typically a payment is not late as long as it is made within 30 days of the delivery. Our manager also provided him with his business cell phone to use in the future. *** said that he was happy with our resolution and that he would leave a good ****** review for us. We thanked him for that. 

  Customer Answer

  Date: 12/20/2023

  [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. The new customer support manager is taking large strides to resolve these types of issues.  I am happy with his proposed resolution but waiting on the new bill with the adjusted rate.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:12/09/2023

  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.

  I used suburban propane for winter of 2022-2023. I had a full tank of propane that suburban just filled and was paid for they sent me a final invoice acknowledging they owed me a refund of over $306.41 dollars back in July 2023 I was told I would receive a check in mail, well I did in October 2023 which was for $206.41. I called suburban again about $100.00 difference & was told I got charged $1.00 per gallon return fee which amounted to $100.00 it was in the contract I signed, funny I NEVER had a contract with them only thing I signed was the papers for delivery of tank drop off. I did finally give up and deposited their check for $206.41 on 11/20/23, the check was then returned on 11/24/23 & I was charged for their returned check that same day for fee of $10.00. I want proof of contract stating restocking fee that I signed & I want a check that is good & wont bounce out of my account. I was NEVER delinquent on paying their plethora of fees they tag everyone for. I expected the same in return I am requesting a full refund of $316.41 which includes original $306.41 amount they owe me with the $10.00 returned check fee I was charged. I want proof of contract I signed acknowledging a dollar a pound restock fee

  Business Response

  Date: 12/15/2023

  As a courtesy we have issued a full refund in the amount of $316.41, with no additional fees.

  Customer Answer

  Date: 02/29/2024

  
  Complaint: 20983117
  
  I am rejecting this response because:
  
   I had opened up a complaint to the BBB in December 2023 received a response from you stating my complaint # was ******** & to contact you if further problems arise. Hutch from Suburban propane contacted me and assured me of a full refund including my $10.00 bank fee and since I had no contract they also had to give back the $100.00 they deducted to total a refund of $316.41.
   I never received a refund so on 1/24/24 (over a month later) I called Hutch directly again he looked into it & said it was because he needed a copy of my bank charging me the $10.00 fee and told me that funds will be sent out right away as soon as he gets copies from my bank, which I sent him front/back copies of their  returned check and a screen shot of letter from my bank and texted him on 1/24/24 at 11:15am at ************** with all the pictures & info he needed.
   As of today, 2/27/24 I still have yet to receive my refund from this company and honestly Im done calling this Hutch guy too it has been over 2 months that my refund has been promised to me and I have yet to receive it.
   Can you please help me I am so frustrated I dont know what else to do.
  
  Regards,
  
  ***********************

  Business Response

  Date: 02/29/2024

  We have already stated that we cannot mail a check to a PO Box.  The check was mailed to ***********************, ********************************************* by ***** and was sent back.  We need a proper mailing address to send the check to the customer.  Please provide or we can make arrangement for the check to be picked up.

  Customer Answer

  Date: 02/29/2024

  
  Complaint: 20983117
  
  I am rejecting this response because:

  
  This is not a courtesy refund, this is true money owed to me, plus you tried to withhold $100.00 from me because of a contract you said I had, yet I never did. So you sent 1st check to P.O. Box because I closed out my account with you because I moved & told yall this.  How was I to know you now are using ***** when everything else you have sent me went to a P.O. Box, why would you now send it to an address that closed out their account because they moved? I will not accept these writings until I have the actual check, as you have now told me several times the check is in the mail yet I have not received it. I told you on the phone today the address to use please use that one. I really dont want a lot of my private information listed on the internet and would appreciate it if you also would stop listing off addresses  and/or any other personal information In your responses to me.

  
  Regards,
  
  ***********************

  Business Response

  Date: 03/06/2024

  Check was delivered March 4th via ***** at 1:28PM.

• Initial Complaint

  Date:12/09/2023

  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 purchased a property where the previous owner was leasing a propane tank from Suburban Propane. After being told the price to fill the tank and knowing that it was over 200% more than other local competition, I realized that this is a predatory company and requested the removal of the tank on November 10. I was told that two men would be out to remove the tank on November 29th, so an approximate 3 week turn around. I offered to send photos and detailed the tanks location to the representative but this was disregarded and I was told they would let me know when they were on route to remove the tank. The night before the scheduled removal, Suburban Propane sent a representative after close of business to check the tank. On the day of the scheduled removal, after receiving no notifications, I decided to call to get an update. I was told that they were not coming out and they would need to schedule another date for a contractor to come and remove the tank, which would take another week, just to get a date. It has been over a week and Suburban Propane still has yet to contact me. I am tired of the roundabout games Suburban Propane is playing and should it continue, I will be using this BBB claim along with my documented calls / emails to seek a legal claim. Please promptly remove the tank from our property.

  Business Response

  Date: 12/12/2023

  This is scheduled for 12/18/2023.  We could not get a service truck into the site due to fencing, so we hired a contractor with a small backhoe that can dig it up and bring it out of the fenced in yard.  We have called this customer to inform him of this plan.

• Initial Complaint

  Date:12/06/2023

  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.

  ******** a propane tank from Suburban Propane of **********, with an automatic refill plan and assurance we would not run out of propane. They have violated the agreement by not monitoring our tank, allowing us to run out of propane and cause issues with our appliances. They have made promises to deliver twice now, but still have not followed through. They delivered propane to our neighbors tank, and left a bill for us. Our neighbors had not ordered propane. We are concerned that our pipes may freeze in our home with the advent of cold weather.

  Business Response

  Date: 12/11/2023

  Mr.****** **** was filled Thursday morning around 930am and the driver was able to restore service to the system, ensuring all appliances were working properly. Our local manager spoke with ************* and discussed the situation in detail. We discussed ways to prevent similar incidents from occurring in the future, and we agreed to meet at his home next week to install a telemetry system on the propane ****. ************** stated that we could consider the matter resolved.