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 Propane, L.P.

  320 North Central Ave Minoa, NY 13116

• 

  Suburban Propane Gas Corp

  31 Derwood Circle Rockville, MD 20850

• 

  Suburban Propane Gas Corp

  476 Main Street P.O. Box 323 Prince Frederick, MD 20678

• 

  Suburban Propane, L.P.

  40 Airport View Dr. Hollywood, MD 20636

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:08/30/2023

  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.

  I have never used any Suburban Propane services, but have been receiving bills from them, to include "late charges", for over 1.5 years. About every 2-3 months (I've lost track at this point), I call and nicely request to have them cancel my account so I will no longer receive these bills. They assure me each time that my account has been canceled, but lo and behold, another bill arrives. I requested service from them prior to my current home being built, but ended up canceling the service 2 weeks prior to them delivering the propane tank after learning it was going to be the wrong size. They assured me that was no problem, yet I started receiving bills from them. It happened again today and the person on the other end assured me I wouldn't receive any further bills, but this was the last straw for me as it's been going on too long at this point. Hopefully this won't happen to any other customers in the future.

  Business Response

  Date: 09/05/2023

  Our local manager addressed this and just spoke to the customer directly and she is satisfied with what the results of their conversation and findings.  Customer will no longer receive invoices from ** and this matter is now resolved.

• Initial Complaint

  Date:08/25/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company price gouges on the product they sell. Nearly 200% over what local competitors are selling it at. Also the company has hostility towards customers, fails to give appropriate documents when requested. I purchased a tank from the company and requested several months for a receipts/invoice or documents showing ownership and they knowingly lied and failed to deliver on what they promised to deliver. They then came against my permission and came onto my property and filled the tank when I did not request or grant ****** to. This causes financial stress and instability to myself and family all because of greed and dishonesty.

  Business Response

  Date: 08/25/2023

  We spoke with our customer and agreed to match the local competitors price in his area and maintain ownership of the tank.  Customer can contact the local manager directly should there be any additional concerns. Customer is satisfied.

   

  Customer Answer

  Date: 08/25/2023

  [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,
  
  Trevor Creek

• Initial Complaint

  Date:08/23/2023

  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.

  Suburban propane has been supplying me with propane for many years. I at one point had a (pig) propane tank with a gauge. I had this tank before suburban propane took over my previous company. Suburban was then sending me bills for a $50 rental fee per year. I called them & let them know this was not a part of my contract and they removed the charges for a few years. Then I called to get a refill on my propane and was told that my tanks needed to be changed because they were no longer servicing my tank. They replaced it with ***** lb tanks with no gauge. I called them & spoke to a manager who told me they would just top off my tanks once a year and if I agreed to this my rental fee on the tanks would only be $9.99/year. I agreed to this and this has been what Ive been charged for a few years. Now I get a bill from them that they are charging me $50.88 for the tank rental. I called about it & was told that some people only get a few gallons of propane every year and because of that they are charging everybody this increased rental fee. I was never notified of the increase because had I known that I would not have allowed them to fill my tanks as this is not what I was told to begin with. First of all I was told I would have to get my tank topped off once a year. This is my summer place and is only open 5 months out of the year. I asked if I could cancel my service with them and get reimbursed for the propane and was told it would be a wash with what I owe and what they would charge to come get the tanks. I feel this company is gouging me for the rental fee. I was perfectly happy with just being able to call them when I needed my tanks filled but was told I could no longer do this but if I did allow them to fill my tanks once a year I would only be charged $9.99 rental fee. They have increased this charge almost 500% and are now scamming me out of the propane I had remaining in my tanks plus what they just filled them with if I decide not to continue my service with them

  Business Response

  Date: 08/25/2023

  This customer was informed of the change in tank rent in advance of its implementation. This is an area that people only visit a few months out of the year. The tanks do not have gauges, which the customer was aware of when we installed them.  We have changed customer to will call and she will use up the propane that is in the tank. 

  Customer Answer

  Date: 08/25/2023

  
  Complaint: 20514563
  
  I am rejecting this response because:I never received any type of notification of this increase in the rental fee. I would like a copy of this said "notification" that they are claiming I received. And as far as my new tanks not having a gauge I was never notified that the replacement tanks would not include this. It was not until the swapped my tanks and k came to my summer home and realized they had taken my gauge away. I immediately called suburban and spoke to a manager who then told me the new tanks did not include a gauge as stated in my original complaint. I would like to see all of this so called notification that they are saying I was notified about. Just because my summer home is seasonal does not mean that they can ***** me for it. I have gotten my tanks filled every year because I told I had to get this done. I would have been more than happy to just call when I needed it but the manager told me I couldn't do that. Asked how I would know when my propane was running low and he looked at past fills and estimated that I would not run out of propane seeing as though they took my gauge. It's all lies and totally unacceptable. Show me the notifications you supposedly sent out. This is a scamming company who ate s******* their loyal customers 
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 09/08/2023

  our local store manger has reached out a few times to discuss this matter with our customer but our calls have not been returned.  A letter was sent to this customer on July 13, 2023, providing 30 days written notice of the tank rent increase.  We would be happy to email a copy of this letter to the customer if she would like.  please contact the local store manager to discuss further and request a copy of the letter we sent.

• Initial Complaint

  Date:08/23/2023

  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.

  Utility in deceased parents name.I took over living at residence.I paid suburban 40+ years property sold.Turns out I have a $2916.88 refund coming.First they sent check in my fathers name.They knew he was deceased.I would have to go to court to set up a estate account.Now they agreed to put it back in my account and Im still waiting.Keep telling me its a process.

  Business Response

  Date: 08/25/2023

  We are working to resolve this now.  We can only issue 6 months of payments back to the credit card which will total $2,520.00 of the $2,915.88. The rest will need to be issued as  a paper check totaling $395.88.  We will need time to process these transactions so please allow for another 2 weeks before this is completed.  Thanks

  Customer Answer

  Date: 08/25/2023

  
  Complaint: 20511342
  
  I am rejecting this response because:
  It has already been a month I feel Im just being strung along.Something so simple.I keep being told it processing.
  Regards,
  
  ***************************

  Business Response

  Date: 09/05/2023

  The most recent BBB notice was on 8/30, and the resolution happened the following day. We also called this customer that day to inform her but her voicemail box was full.  We apologize but we must follow proper procedures when dealing with an estate.

• Initial Complaint

  Date:08/21/2023

  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.

  My propane fireplace needed a particular part and it was ordered. Apparently, they have had the part and have scheduled times for the installation. They cancelled at the very last minute on a few occasions. Please note that I was travelling to ****** from Brooklyn, ******** for the installation, which was confirmed in the morning. In the late afternoon, they cancelled. After rescheduling for August 10, and confirming the appointment in the morning, it was again cancelled due to a stated emergency. No other appointment was made due to their excuses. After repeated phone calls and promises, I still do not have the installation. The excuses are quite unbelievable. For example, the latest explanation is that the part has been in the technician's truck since early July and he's on vacation. Even though he has now returned, there has been no notification regarding this matter. Promised return phone calls do not happen. It is true that the women who answer the phone are respectful and sound concerned, still no resolution. It seems to me that I have been repeatedly lied to. Do they really have that part? It appears that they do not. This ordeal began in May, 2023.

  Business Response

  Date: 08/22/2023

  We just spoke with our customer to let her know the technician is on his way to her. Customer was very happy.

• Initial Complaint

  Date:08/15/2023

  Type:Billing 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.

  October of 2022 I pre-ordered $1 ****** of propain from the goshen office. A day later I called the main office and spoke to the customer service agent about the rising fuel prices and inquired about a potential payment plan. She told me that they would take the last few years of my usage and divide a 12 month payment plan. She calculated my potential payment to $100 per month. This was pleasing and I inquired about the $1000 I just prepaid and she said they would just use that as a credit. I agreed. Over the next 5 months I recieved a monthly state with a $0 balance due. In March I recieved letter stating they reevaluated my usage and was changing my payment to $450 per month. I called the office and the first customer service person said they could not do anything and transferred me to an account representative, I tried to explain the situation and that I didn't understand how my payment would change so dramatically, she said I was delivered over $***** in fuel and I needed to pay for that, I asked her who authorized those deliveries and she said that was part of the auto fill program, I tried to explain that I didn't agree to any of that, she became extremely rude and told me thats not her problem you have to pay the 450 or the entire *****. I attempted to get supervisor on the phone but she said they were not available. At that time I said I would pay the agreed $100 a month until October **** until this issue was resolved. I also instructed that NO suburban propane employee was to enter my property unless I was present. I also requested that all contacts and service for my account be mailed to my address, along with all equipment maintenance/safety inspections. She said they would send all of that to me. I have received no correspondence since that call in March. I have made several attempts to contact higher office with no response. Until july 2023 I recieved a letter stating my account was passed due and on 14Aug2023 they trespassed to put a lock on the tank

  Business Response

  Date: 08/22/2023

  The customer is upset that we set him up on auto delivery when he signed up for the pre-buy program, however it clearly states I the pre-buy agreements that accounts will be set up on auto delivery. He exceeded the contracted gallons and he does owe us for the gallons delivered in excess of the contracted gallons. As a one-time courtesy, we are willing to offer those gallons at the same price as his lock-in price rather than market rate as stated in the pre-buy agreement.  Please call your local store to confirm the offer stated here. Thank you

  Customer Answer

  Date: 08/31/2023

  
  Complaint: 20470158
  
  I am rejecting this response because:
  
  The issues have not been addressed. I requested the signed agreement, contracts, and ALL tank inspection and safety documentation associated to my account. ********************** has failed to supply this information.

  Additionally, during the process of this claim, Suburban has moved my account to the ********************** so I'm told the ************ "can not do anything".

  As well as in May 2023 told the local office and the Account Represented that no Suburban Propane personnel are not permitted on my property with out me present, which the company has violented on August 9th. I filled a complaint with the *************************** on August 14th and have had no response, the property is gated with no trespassing signs posted.

  Additionally I received a letter from the collections department dated Aug 21st with a new balance of over $3000. I requested an itemized invoice or all charges and still have not received this information as well.

  I would like to resolve this, but Suburban Propane moves at the pace that is in best interests of the Company and not the customer, failing to provide requested information, as well as not being reasonable in fair market values of services and equipment.

  I suggest and request a meeting with persons with authorization and authority to negotiate a reasonable and documented resolution. 

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

  Business Response

  Date: 09/06/2023

  **************** has on several occasions asked to purchase his ** tank that he leases from Suburban Propane but never followed through with purchasing the tank. **************** has an outstanding balance with Suburban and will not acknowledge he has a past due balance. Per our policy we have billed **************** for the ** tank and placed his account in doubtful, which means Credit and Collections will handle this account going forward.  We have also emailed him a copy of his original **************** Agreement which he is asking for in this complaint.

• Initial Complaint

  Date:08/04/2023

  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.

  I purchased a vacant home @ Oct of 2022 that had a propane tank originally fueling a gas generator, gas clothes dryer, and cooktop. The generator was no longer operating and the gas dryer had been replaced. I contacted Suburban Propane *************) to have them do a safety check (they had installed and were servicing the equipment back when the house was lived-in).A suburban employee came out on 2/22/23, checked the equipment, replaced a few defective parts and told me that the system was safe to use, and that I had enough gas to last me 4-5 years (based on the fact that the tank was sized to use with the backup generator). He also stated that he would mark my account as on-demand only and not schedule a delivery of gas.On 3/2/23, I came out to find a tanker filling up the tank. I immediately stopped him and explained that I had plenty of gas according to the original technician, and I had not been informed or made aware that there would be a delivery. He unhooked and printed me a bill for ****** on the spot.I called the local office the next day to make them aware of the situation. I explained to an employee (*****) and she was to speak to the manager and call back. I never received a call , but I did get an invoice from them for *******. ****** of that was for the original safety check/repair work, with the remaining for the gas charge. I made the payment for the repair work, and called again to talk to someone at the office. Again I was told there would be a call back but there was not. I finally spoke to ********* on 4/25/23 after she had talked to the manager who said that they wouldn't do anything about the bill and that the full amount was due. She claims that it is standard practice for all new accounts to receive a delivery of gas. I explained that this was never told to me, and that I would have never agreed to start an account with them in that case. I have started making installment payments, but they are now charging me a late fee.

  Business Response

  Date: 08/14/2023

  Our local manager spoke with **************. We are rebilling the delivery at a lower rate and he is satisfied with this resolution.

  Customer Answer

  Date: 08/14/2023

  [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.
  

  Thank you so much for your help in resolving this matter!!

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

• Initial Complaint

  Date:07/26/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have been a customer of ********************** for over twenty years with no complaints until today. Although I added a heat pump system to my home approximately ten years ago, I kept the propane for backup usage in case of power outages due to living in a rural community where outages are quite common, and paying the annual tank rental fee my tank still contains fuel. I paid the rental amount of $55.39 in April 2023. Now, three months later, have received a "past due" statement in the amount of $75.56. Upon contacting Suburban Propane I was told this statement is for "NOT" purchasing propane from them recently. The bill is broken down as follows: $60.00 "PROPANE MINIMUM BILL APPLIED"$2.40 SALES TAX $1.80 MUNICIPAL TAX $9.57 TRANSPORTATION FUEL TAX $.38 SALES TAX $.29 MUNICIPAL TAX $1.12 LATE CHARGE ((UNPAID BALANCE: $74.44 MONTHLY RATE ****% ANUUAL RATE: 18.00%AMOUNT DUE: $75.56 I feel this is ridiculous and illegal as I am being charged a late fee for NOT purchasing propane for a tank that still has propane that I have paid for, and for a tank that I have paid the rental for. Not to mention the other charges such a double sales taxes and municipal taxes when I reside in a rural area with no municipality.In conclusion, I feel that I, or anyone else, should not be sent this type of statement that is robbery. I will no longer do business with this company and request they remove the tank immediately from my property.

  Business Response

  Date: 07/31/2023

  Our local store manager talked with both Mr. and ************** regarding the bill in her portal that she didnt know about. We explained to both what the *** was for and she told me that she really didnt need any gas right now because they had swapped out their gas pack to a heat pump. The only thing they have on propane now is a small brick heater they use if the power goes out. We did tell her that we would reverse the *** fee this year as a one-time courtesy, but this could happen again next year if we dont put some propane in their tank. We asked to send a driver back out to put a small amount of propane in to check the valves and she said that she and her husband would talk and get back with us.

  Customer Answer

  Date: 08/09/2023

  [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 in regards to the bill that I received. However, I am skeptical of being forced into purchasing propane if I do not need it next year.  To be truthful, I feel Suburban Propane needs to ******* their new policy of charging its customers for not making a recent purchase from them.  
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/25/2023

  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.

  I called Suburban Propane on 7/11/2023 to pick up their tank. They returned my call on 7/24/2023 saying tank would be picked up on 7/27/2023. I said their tank had 55% propane in it that i had paid for by check and that my statement already reflected a credit of $79.09 for a prior overcharge by Suburban. Suburban employee told me that it was their policy NOT to refund for propane.As a consumer, I am entitled for a refund of the money I paid 165 gal @ **** = ****** for a grand total of $671.44. I have pictures of the tank gauge at 55% and statement showing my credit balance.

  Business Response

  Date: 08/02/2023

  Our local store spoke with the customer and she is ok with the pickup fee of $150+tax and we will refund her for any propane in the tank once it is picked up. The tank pick up is on the schedule. 

  Customer Answer

  Date: 08/02/2023

  [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:07/12/2023

  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.

  I have lived in an apartment building that uses Suburban Propane as a provider for the last two years. The only thing in my apartment that uses propane is my stove. For the last two years, all my Suburban Propane bills have claimed that I use 3.8 gallons OR 5.7 gallons. There is no range, or varying amounts like you would expect (I.e. using the stove less resulting in less gas being used and/or delivered). This is impossible; there has been periods of WEEKS where I have not used the stove.Bills arrive inconsistently with widely varying amounts. At times it's $50 for large amounts of propane, other times it's $15 for just the "meter" but no delivery. ***** will arrive anywhere from two to eight weeks apart. There are additional costs added to every bill for transportation and safety fees, despite my unit not receiving an individual delivery because the entire building gets a delivery at once. I have spoken with my neighbors and their fees all differ from each other, even if the delivered amount/units appears to be the same on their bill. Where does Suburban come up with the cost for these fees, and why are they not the same for everyone living in the same building, with only stoves utilizing gas? It feels like customers are being ripped off so that Suburban can make extra money off these fees despite making one delivery.I have called Suburban numerous times in regards to this claimed gas usage and the high costs - they continuously brush off my concerns and treat me like an idiot, and tell me to take it up with my property manager (I have, and they have similar issues with Suburban).I would do just about anything to never have to deal with this company again. I've spoken to them at least five times in the last two years, often being told I'll get a call back within a few days, which never happens. So unprofessional.

  Business Response

  Date: 07/19/2023

  We have tried calling this customer a few times and the voice mail is full so we are unable to leave a message to discuss this complaint. We looked in to the account and do not see anything out of the ordinary. The billing is very consistent with her usage.There are some months which she received the min-bill, and others where there was minimal usage of about 3-4 gallons on average. Looking at the account, we do bill transportation surcharge and safety P&T when recording meter reads. In looking at other tenants in the same building, the same fees are charged when a meter read is recorded, regardless of usage. This customer's billing is in line with other similarly situated customers in the area.  The charges are similar to that of a cable or cell phone company's monthly billing.

  Customer Answer

  Date: 07/19/2023

  
  Complaint: 20310308
  
  I am rejecting this response because:
  
  I received ONE missed call from Suburban Propane since filing my complaint. I was unable to answer because I was at work at the time. They never attempted to call back, and did not leave a message. My voicemail is not full, as I received a voicemail later that evening from another caller.

  I still believe that the claim that they looked into my neighbors account and concluded that we all have the same safety and transportation fees is false, as I have spoken directly with my neighbors about their experiences with this company.  And as stated in my original claim, its not possible that my STOVE TOP AND OVEN are capable of using that much propane in a 4-6 week span! 

  - *************************

  Business Response

  Date: 07/25/2023

  We called and were able to leave a message as the mailbox was not full now.  We explained that the meter charges are the same across all meter customers. We also pointed out that the few months that there were not readings and she received a minimum bill without the safety Practices and training and transportation charge. Lastly we explained the basis for the fees and compared it to ConEd.  Happy to discuss further with this customer if she would like to call her local manager.