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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:11/06/2023

      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.
      Suburban propane has given me lots of discrepancies in my account, they have threatened me with ***** larceny when they made a mistake on my account. They have almost caused property damage when coming to pick up their tanks and also tried to deliver fuel oil that I did not consent to because I no longer use fuel oil. I paid them almost $500 to close my account and was told my account was closed and now all of the sudden they are saying that I still owe them money. There is one specific employee there that has made sure that I am segregated and treats me very terribly every time I call.

      Business Response

      Date: 11/09/2023

      We are going to remove the charge as a courtsey.  We called to inform the customer but she has not returned our call.

    • Initial Complaint

      Date:11/01/2023

      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 purchased a home that had suburban propane already set up. I called to switch over the account into my own name. I agreed to the charges and yearly rental fees, but the technician damaged the property, and they are not willing to compensate me for those damages. They also told me that there was a leak in one of the lines and then I would have to have that fixed before they could turn the propane back on. I had the local service company come out and they said that there was no leak and that they had a lot of similar issues with this propane company and not the other two options in the area. When suburban propane came back out, the technician said that she was able to find the leak, but she never even went under the trailer. I therefore incurred additional charges to have a technician come out to find that there was no problem. When the technician turned the propane back on, she was unable to get the pilot light on the stove to relight. She said that I would have to have a technician come out to fix it. The stove worked properly before they came out. I have tried to work with the company to remove some of the technician fees, but they are unwilling to waive any of the fees and now I am out of packet extra money and have a stove that doesnt work.

      Business Response

      Date: 11/02/2023

      Our local manager spoke with our customer and agreed to remove the labor fee on the systems/leak test. Customer is now all set!

    • Initial Complaint

      Date:11/01/2023

      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.
      10/2/23 - received invoice from the company 11/1/23 - contacted company for explanation as I haven't received a delivery in over six months 11/1/23 - was advised by the company that even though I didn't call them or accept a delivery, they can charge me a minimum fee. I asked the company to come get their tank and was advised of exorbitant fees to break ties with them.

      Business Response

      Date: 11/02/2023

      Our local manager was able to explain the situation to the customer and she expressed that she was grateful for the conversation.  We also agreed to remove the charge as this was not a charge she was familiar with. She was thankful for that as well. 

    • Initial Complaint

      Date:11/01/2023

      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 recently called Suburban Propane for a fuel delivery because we started to have a gas smell coming from our stove. This has occurred previously and every time we call they want to shut off the gas despite suburban propane telling me that my tank is likely low in gas and that is why we can smell the gas. So I called to have them come out and deliver gas based on past experience with the gas smell. The lady I spoke with said someone would come out that day or the next day. Someone did come out but instead of putting gas in my tank they shut off my tank and left. I was given zero notice that my gas was shut off or given a reason why it was shut off. I thought they came out to fill my tank and didnt realize I had no gas until we were about to make dinner and my son was in the shower. I went to look at the tank and it was disconnected, no explanation or reason for this. I called early the next morning to see what the issue was because we were not told they would totally disconnect. The lady said there was some issue with the tank and possibly had a leak and someone else would be there to see about switching the tank. Some other company came to look at the connection and didnt say anything to me despite asking them what the issue was. They said I should talk with Suburban propane since they were only there to check the connection. Suburban propane brought an extra tank until they could replace the one that was in the ground. For about two weeks we had no clue what was going on and no idea who was coming to switch out the tank. Finally I called and the lady said someone was showing up that day to take care of the issue. No one showed up so I called the next day and said someone would come out early morning. Apparently someone came out to my house, changed some piping which they connected to the new tank and moved some piping to a different location. All of this occurred without our knowledge, at least now things were working and we had our gas back.A few weeks later my wife receives a phone call from Suburban propane stating there is an outstanding balance on our account, which I know cant be right since we have a prebuy contract for gas and I have already paid for tank rentals. I log on to the website and there is a charge for $1331.50 which I am unclear where it came from. Suburban propane took it upon themselves to send me a bill for the so called leak which they could never show me existed. Not only that but I never consented to any work being done on my property or signed any paper stating I would pay for any work done. They never even sent me a paper statement with these charges. All I wanted was for someone to bring gas which was low and needed to have my tank filled. My wife called their office to see why they are charging for work we didnt consent to have done on our property. The lady stated my wife needed to speak with someone in particular but she was not there and would give the lady the message to call us back. One week went by and no phone call, finally someone called but my wife was unable to answer the phone and they left no message. She called back but the lady had left for the day. We still have not been able to reach this lady to discuss the issue. Most recently we received a letter from Suburban propane stating they are going to shut down the gas since the bill has not been paid. I am amazed at how dysfunctional suburban propane is, not only are they charging me for work I didnt consent to, but they were never able to show if there was a leak or not. Every time my tank is low we smell gas and they refill it and the smell goes away. I previously had an independent contractor come check for any leaks because Suburban propane would not turn the gas back on until this was done (this was a person recommended by suburban propane which did not find any leaks), he stated the tank needed to be filled and this cost me $300 dollars. Now they want to charge me for work I didnt need, and never was given a reason or explanation. This feels like robbery and because they can come out shut off the gas they feel they can do what they want. They should be ashamed to treat customers like this.

      Business Response

      Date: 11/03/2023

      We have spoken with both Mr. and *************** We are repricing the work and will be following up with a new bill for the *****. We will provide this to them by Monday.

    • Initial Complaint

      Date:10/18/2023

      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.
      A request was made to have an underground propane tank installed. A technician was sent to the address on 2 occasions to evaluate the requirements and at that time the specifications for the excavation and the total cost for the installation were presented by the technician. Just prior to the install date I was informed the specifications given were incorrect. The excavation was altered to the specifications and on the day of the intended installation I was informed just prior to the delivery/ installation there would be a $600 installation fee. I was told by the installation technician who evaluated the site the only fee would be for a regulator at a cost of $125. I am a senior citizen living on Social Security. I can not afford this cost and they have continuously lied to me regarding this project. They are unscrupulous and are taking advantage of the elderly.

      Business Response

      Date: 10/19/2023

      A couple of weeks ago, we went out to do a site visit to upgrade his system to a two stage system, because he is adding a second heater to his house.  He called into the office a couple of days later asking us to perform the work for free, which we cannot accommodate. We sent our tech back out there to see if we could come up with a less expensive solution for him, even if we were not the company to perform the work.  That solution was to set a second tank on the property, which at some point turned into an underground tank. We provided a price for the underground tank set and offered him a loyalty discount. He was told he needed 6 of sand, which is pursuant to Suburbans guidelines for underground tank sets. He over purchased sand and initially demanded that we compensate him for his entire purchase price.  He insists that ************** told him that he would be compensated, which did not happen.  However, after he made this demand, he sent an email with a suggested compromise:  he will pay $300 for the tank set, which offsets the cost of the sand.  We declined this offer, because we were already steeply discounting the installation. We received another email from him this morning, now asking for a quote to install a 250 gallon above ground tank, instead of the underground tank.  We are sending him a quote for that shortly and can go from there.

    • Initial Complaint

      Date:10/11/2023

      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.
      First been a long-time customer of Surburban ******************** at *************** in **************. Unfortunately, I had to sell the camp, but this is what occurred prior to selling and after selling the camp. On 8/723 propane was delivered I was never notified they were coming and put propane in the tank and locked it so I couldn't use it and I wasn't at the campground at the time. So, I had gotten a call that they needed to meet me at the campground to take the lock off and light the pilot but unfortunately due to the weather I had to cancel the date they were coming because they couldn't get in the campground because the truck would sunk in the mud so I told them when I came back, I would call them to reschedule. In the meantime, camp got sold and I let the company know right away and that the new owner would contact them because was interested in continuing with the company and leave tank there. New owner never said changed his mind and was going to use his own propane tank and let them know come pick this one up which still has the lock on it. I called the company right away and they assured me they would pick up the tank and credit me with $237.76 for the propane and not charge me $45.00 to pick it up. I talked to them end of august or 1st of September. well, they took the payment out of my account instead of course i called the bank and they credited me with the payment since i did not authorize it. Since then, they have stated three separate pickups of the tank and even spoke to manager of campground the fact that is closes on October 15TH. As of today, the tank not picked up either other deliveries more important or truck broke down etc. but yet know they are billing me for the propane. In four days, campground will be closed, and I just called was told by ***** that not being picked up till next week when campground is closed. She said she is making a call and will get back to me.Prior to this I have had several emails with. *********************** CSR regards to this issue at the company. I am requesting a hold on the account till they pick up the tank and at this point expect 00 balance due and want that in writing

      Business Response

      Date: 10/13/2023

      Our office manager called this customer and advised that we will be there today to remove the tank and will not charge any removal fees.

    • Initial Complaint

      Date:10/10/2023

      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 9/14/2022 I received a ***** rental fee of a propane tank of approximately $10. On 9/14/2023. I received a yearly rental fee total $50.88. That is more than a 400% increase. I called and spoke to manager, he said there was it was a corporate decision and he had no way to lower price. I would be willing to pay a reasonable increase (around 5%). My only choice is to cancel. This is price gouging, and should not be legal. I would like to be charged a fair increase and continue coverage.

      Business Response

      Date: 10/16/2023

      ************** used 6.3 gallons in the last 3 years making him a low volume user.  Our local manager spoke with ************** on 10/10/2023 and explained that we increased all customer's tank rent. He asked us to reduce his rent fee but we could not do that because it would not be fair to the other customers paying full price. ************** stated that he wanted his tank removed so we explained that we would remove his equipment and credit him back at the price he paid for the propane less $1.00 per gallon restocking fee. ************** agreed to have the equipment removed. 

    • Initial Complaint

      Date:10/10/2023

      Type:Billing 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.
      saying i owe them money im not with company any more i have a zero balance on my bill . then i get a bill for172.04 can fax these bills to you.they give me the run around . also notice price on zero bill for gas i was charged **** cents for a gallon of gas going rate at that time was **** in cny i keep track on nyserda they do this all the time only 1 of the reasons i had them pick theyre tanks up also they took a over a month to pick up tanks and add late fees . i was told the bill is for gas not for a pick up fees of tank

      Business Response

      Date: 10/10/2023

      The customer was credited all of the gas returned at the price paid. The current balance is a result of the Pump Out fees being applied and 3 small late finance charges. The customer has agreed to the pump out charges and we agreed to remove the late fees as a good faith effort to work with our customer. We also agreed to issue a $40 credit to compensate the customer for any inconvenience.  Customer was satisfied.

      Customer Answer

      Date: 10/12/2023

      [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:09/10/2023

      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.
      **** payment 08/07/2023 of $1216,20, cost of services on 08/23/23 $299.08 (per company invoice). Suburbian Propane refuses to refund the difference stating that the money will be kept as 'credit'. Suburbian Propane is not a bank and cannot simply keep customer's money. I contacted Suburbian ******************** numerous times without success.

      Business Response

      Date: 09/12/2023

      Our local manager spoke with ************************. This customer has a customer owned tank and called for tank fill and safety check. We collected for a full tank of propane and safety check. The tank was not empty and did not take the full fill. The delivered amount and safety check was deducted from the initial payment leaving a credit balance of $808.33. This amount was refunded to the credit card it was paid with yesterday, 9/11. All was reviewed with ************************ and he is all set till his next delivery due in May 2024. 

    • Initial Complaint

      Date:09/06/2023

      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.
      Ordered propane after a sales call from Suburban Propane back in July. Driver called for prepayment the next week as required as I do not have a credit account and always prepay. When the driver called I told him to cancel the order as I had better price offers. 2 weeks later another drive show up at my house and starts filling the tank without getting a prepayment as required. This delivery was canceled when the previous drive called. I have a prepay account to insure I always get the best price - propane should not have been put in my tank without prepay.I had another issue with Suburban Propane. In that instance they tried to charge me a fee for not purchasing propane from them. This was absurd as I own and always have owned my tank and the tank was not purchased from Suburban.

      Business Response

      Date: 09/08/2023

      Our local manager reached out to **************** yesterday and today at various times and been unable to make contact. **************** was contacted on 7/28/2023 by an out bound call with a special ppg offer. **************** agreed to the offer and requested a delivery. At that time a delivery was scheduled to be completed on 8/3/2023. On 8/3/2023 this scheduled stop was not completed by the assigned driver. Upon questioning the driver he did not recall as to the reason why. On this date there were no instructions for the driver to contact the customer prior to visiting the location. If the driver did so, it would have been due to the account being noted as COD. ****************** complaint states the driver contacted him, at which time he requested the delivery to be cancelled. The driver did not note this on his daily work and there are no calls in the call log from the driver to the our office requesting this to be completed. The incomplete delivery order remained in the system to be scheduled at a later date. On 8/17/2023 this order populated for completion and was assigned to a route. The driver reported to the stop and completed the delivery as scheduled. The driver stated that when he arrived **************** was home and he proceeded to delivery fuel as noted on the order. His intentions were to collect payment after the stop was completed and he had a ticket reflecting the total amount and gallons delivered. As the driver finished filling the tank and was in the process of taking the hose back to the truck he was approached by **************** outside the home. The driver states **************** said he cancelled the order previously and would not be paying for the gas. Per the driver **************** asked him to leave and stated he was calling the office to report the same. The driver completed his shift with the understanding the customer would be contacting the office. At approx. 2:06pm **************** contacted the office and wanted to know why a delivery was made and that he had called the day before the initial delivery date and cancelled the delivery request. The rep reviewed the account and offered to lower the price at that time, which **************** refused. Unable to resolve the call at that time the rep stated she would have a member of management contact him to discuss the situation. ****************** last communication was on 8/17/2023, with no additional contact since. We will continue to reach out but we encourage him to call us so we may resolve this matter.

      Customer Answer

      Date: 09/08/2023


      Complaint: 20561594

      I am rejecting this response because: I have received no contact from the Suburban management. They have my mobile # ************



      Regards,

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

      Business Response

      Date: 09/08/2023

      That is the number we have tried.  Our logged calls are below.  If customer wishes to speak with us, she can call our office. 

      3rd attempt 09/08/2023 1:01pm

      09/06/2023 4:44pm (first attempt)
      09/07/2023  2:03pm (second attempt)

       

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