Complaints

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

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• 

  Suburban Propane, L.P.

  240 Route 10 W Whippany, NJ 07981-2105

• 

  Suburban Energy Services

  RR 1 Box 119 East Freedom, PA 16637

• 

  Suburban Energy Services

  464 S Center Street Ebensburg, PA 15931

• 

  Suburban Propane - Chester

  Box A Kings Highway Chester, NY 10918

• 

  Suburban Propane - Kingston

  CPO Box 1151, Barbarossa Lane Kingston, NY 12401

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/29/2023

  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.

  On 6/23/23 I called Suburban propane about a hot water issue. We were only getting about 5 gallons of hot water at time. An appointment was set for 6/26/23. The repairman arrived on 6/26 at 7:50am and initially diagnosed the problem as a faulty mixing valve. We continued to talk about it. He then attempted to increase the water temp. The furnace did not kick on. He then believed the problem was a faulty aqua-thermostat. He asked me turn on the furnace. He then felt that the problem was a broken expansion tank value and noted that the system seemed to have air in the line. He decided that that was the issue. He ordered the parts. I pointed out that there was a little puddle of water on the floor. He started to look into it, but became distracted when the office called him. He left without determining the cause of the leak and seemed to imply it would stop. He left to get the parts at ~9am. He returned about an hour later and said that he couldn't get one of the parts today. He would return tomorrow to finish the repair. At some point he turned the whole system off. At 4pm I went into my basement with my children and noticed that the carpet was wet. I went to the furnace room and saw a steady stream of water flowing out of the furnace. I called Suburban. They sent the same repairman. He now deduced that the heat exchanger was broken. He stated that this likely occurred when we turned the heater on, that the system was probably air locked at that time, breaking the heat exchanger and ruining the furnace. He opened up the combustion area of the furnance. Another 5 gallons or so of ***** looking water leaked onto the floor of my children's play area. He stated that I would now need a new system. I called suburban the next morning to talk about how this issue could be rectified. I made several calls that were not returned. We I did reach ******** she said that it wasn't Suburban's problem, that the furnace was already broken when the repairman arrived.

  Business Response

  Date: 06/30/2023

  Our local manager spoke with the customer had a pleasant conversation.  Customer is going to send us some pictures and some more information so that we can resolve this issue. 

• Initial Complaint

  Date:06/10/2023

  Type:Sales and Advertising 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 have just been billed $71.22 by Suburban Propane for a propane delivery they claim was made on 04/28/2023. I have had NO propane delivered in 2023 neither have I requested a delivery. Furthermore they included a late charge although this is the first bill I have received from them.

  Business Response

  Date: 06/13/2023

  We spoke with this customer and issue has been amicably resolved. We changed status to will call and customer knows that he is still being charged tank rent annually. Customer is satisfied and happy with our conversation.  

  Customer Answer

  Date: 06/13/2023

  [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:06/09/2023

  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 have contacted Suburban Propane regarding closing my account since January of 2023 and asked them to come pick up the propane tanks of my property on multiple occasions so the account can be closed, and we can get the + balance left off refunded. I have been given different dates or versions as to when they might or might not getting picked up. I want to get the tanks of my property so that we can have a survey scheduled so we can fence off our property. I have explained this to the representatives to no avail. I feel that 6 months is more than enough time to plan for a propane tank pick up for such a big corporation. I appreciate any help you might be able to provide.*********,*************************** ************ ***********************

  Business Response

  Date: 06/14/2023

  We spoke to ****** this evening and advised the tanks have been removed. We explained that we will process the propane in the tanks to the account and any applicable fees this week. Advised if there is a balance due she will receive a final demand,and if credit due refund will be issued. Customer was satisfied. 
  

  Customer Answer

  Date: 06/14/2023

  [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.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:05/25/2023

  Type:Sales and Advertising 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.

  My propane tanks were scheduled to be removed on April 28, 2023,However, I was awakened by noise around my Tanks, I have a Ring Spotlight Camera on the house. Suburban came 2 weeks early on the 14th. Technician said he had a work order for the 14th from the ************ He didnt stop & the 2 tanks were laying on the ground and couldnt set them back up. Local office said Id be charged to put them back.. Not my fault. We had several days and nights of unusually cold weather in April & once in May. Im 68 years old. Fixed income. Had to use an electric space heater. My bill is $131.00. Double the norm.I was told Id be charged a restocking fee of about $120, I asked them not to because they took the tanks in error. I believe **** said she wouldnt. Think she *** be in **. Local office in ************ **.Had to practically beg them for an apology. **** saw my date of removal was listed as the 28th also.Had approximately 79 gallons of fuel in the tanks at $5.19 per gal, higher than other companies too. Seems I was charged for tank removal & restocking fee anyway. I had paid for a large portion of that fuel. My calculations show Im due about $100, without paying the restocking fee. I dont know what they charged for removing the 2 large tanks. I called and asked for a final close out statement/reconciliation so I could see the costs. Appears they have refused to do so. *** had them for 18 years and that was not by choice. The seller set it up, it was United Propane then. They must have merged or Sub bought out United. Their business practices border on shady. Extra fees are added at every delivery that no other company I know of charges.Id like a final statement from them and any refund Im legitimately owed. No removal or restocking fee. That *** be over the $100 I was thinking. Also reimbursement for half my electric bill. It was freezing in this mobile home and I couldnt use my stove to cook either%Thank you for looking into this.

  Business Response

  Date: 05/31/2023

  Our local manger spoke with ******************* and we went over her account. We have removed the removal charges and applied a goodwill credit to her. She is more than happy with this, and is aware she is now is waiting on a refund check.

  Customer Answer

  Date: 05/31/2023

  [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:05/23/2023

  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.

  I have asked Suburban Propane to remove a propane tank from my property since last July. I have called them many times and ten months later continues to remain on my property.

  Business Response

  Date: 05/24/2023

  We called and left a message with the customer. We are scheduled to pick up the tank on Thursday 5/25 in the ***

• Initial Complaint

  Date:05/22/2023

  Type:Customer Service 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.

  On or about July 15, 2022, we instructed Suburban Propane **************** to close our account and not to deliver any propane to our house. **************** did in fact acknowledge the account was closed and that there would be no more propane deliveries.About 2 months ago, Suburban Propane engaged in high-pressure phone calls and mailed invoices demanding payment for "leased services." The most recent invoice indicated that if not paid, our service would be terminated.Given that we have not been a Suburban Propane customer for almost a year, and that we are not leasing any service from them, we are asking the BBB to intervene and to help stop this harassing behavior of Suburban Propane.Additionally, we are asking yet again that Suburban Propane close our account and never communicate with ** again. Ever!

  Business Response

  Date: 05/24/2023

  The fees on the account were a result of late fees and equipment rent. As a courtesy we are removing those fees. We spoke with this customer and discussed how to proceed with moving the inventory off of the account so that we may terminate it. We appreciate their business and would be happy to have them back should their needs ever change.

  Customer Answer

  Date: 05/27/2023

  
  Complaint: 20092502
  
  I am rejecting this response because Suburban Propane is unclear regarding how they will come and remove "their inventory." I assume "their inventory" is in reference to the propane tank. They can come by whenever they want to retrieve their tank. However, the Better Business Bureau needs to understand that the 30-year-old tank is filled with propane. Literally making it a bomb. We request prior documentation that their contractor is experienced in bomb disposal and has the necessary level of insurance in case of an accident. 

  And of course they are removing the charges that have been improperly added to the account recently. Charging someone a year after the account is closed is wrong and they know it.
  
  Regards,
  
  *********************

  Business Response

  Date: 06/07/2023

  We have called the Roches at the following number ************** and left a voicemail both yesterday and today. Our manager left his name and cell phone number but we have not received a phone call back from them.  Happy to work this out if they would return our calls.

• Initial Complaint

  Date:05/22/2023

  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 ended our service with Suburban Propane in June of 2022. They said they would remove their tank by July. Its been a year ! Still not removed despite many phone calls and 2 appointments they did not keep !!! I spoke with them again on may 18 and today may 22. The representatives are supposedly passing the information to their managers/ service coordinators but nobody resolves this situation nor calls back !!!We are scheduled for some yardwok on our property next week and need this tank removed THIS week so service vehicles can utilize the space taken up by the tank !!! Just got off the phone after speaking to *********, ********, and **** today but all the same story Please help. Our situation is dire and an emergency at this point. Thank you for your much anticipated assistance in advance. *************************************** ************

  Business Response

  Date: 05/24/2023

  This tank was picked up May 22.

• Initial Complaint

  Date:05/22/2023

  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.

  It all begin with my decision to replace the generator at my newly acquired home with a larger model that called for a larger propane tank. Unfortunately, when I purchased the home I inherited Suburban Propane as the provider, so they were asked to replace the existing propane tank with a larger one. To make a long story short, in the process of doing so, among other incredible things, they cut connections to my electrical system, wi-fi, sprinkler system, lawn lights and underground electrical dog fence. They also failed to remove the old concrete pad as promised and failed to properly fill and resod the holes they dug. There is much more, but you get the point, and to top it off they refused to reimburse me for the cost I incurred repairing the extensive damage they did. Suburban responded: Customer wanted to upgrade his tank size so we sent an estimator out there to evaluate the situation only. Unfortunately, we incorrectly created a work order to remove the tank. We realized the error and replaced the tank with a temporary one to provide customer with hot water. We later restored service back and added an second 250 gallon tank and did all the connections underground. We did not charge for this second tank installation. We are willing to cover the costs of the repairs and our local manager will reach out to the customer to finalize the reimbursement.As you can see Suburban Propane, L.P. stated: "We are willing to cover the costs of the repairs and our local manager will reach out to the customer to finalize the reimbursement." Of course, they have not done so which is what should be expected from this company. I want to and will pursue righting their wrongs.

  Business Response

  Date: 05/24/2023

  We just received the amount from the customer and will issue the full amount which should arrive within 14 days.

• Initial Complaint

  Date:05/22/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August contacted company for quote for install and was informed $159 install fee and $89 trip fee. Enrolled in budget plan with the budget of **** gallons (2 tanks) for the year at the monthly bill being $210.On date of scheduled install worker showed up and was unable to perform work due to heavy rainstorm and HE did not have the correct equipment to install the tank even though area described prior to appointment.Worker showed up different date and installed tank. WE had to dig ditch to install the gas line to house that he left on top of the ground. At no time were addt. numbers discussed. Received Sept 22 billing that included 2 trip fees and addt'l undisclosed fees of $352. Given 21 days to pay.Same day delivery of 400 gal @$3.0990 total $1,291.77 9/21/22 No propane delivered however minimum bill to acct. of *********/19/22 delivery of ***** gal at $3.849 = $832.03 2/10/23 delivery of ***** gal at $3.849 = $1002.00 On 5/4/23 we receive a "top off" of ***** gal at $4.499/gal= $1076.69. On 5/5/23 we receive notification our billing will be increased to $415/month. *************** and they state due to cost of propane and we are under contract until Aug '23. Discussed expenses of cancelling contract with the company.On 5/22/23 receive new billing statement stating that our new amount due BY JUNE 20, 2023 is now $775 per month. An increase to our budget payment of $565. We were only above our original budgeted amount of fuel of **** gallons which includes the post cold season "top off". Account was never reviewed by them prior to this billing statement to attempt to adjust increase of fuel costs. No contact was made by company to notify of serious increase above new charge. Have 2 calls in waiting to cancel contract and have not been contacted back. I will be requesting, prior to the conclusion of that call, an itemized expense list of canceling including canc.fee (which we will owe), and the amount per gallon our account will be credited.

  Business Response

  Date: 05/31/2023

  We spoke with our customers yesterday. We offered to re-bill their last two deliveries, waive the late charges, and to waive the fee for parts as they were not quoted any additional fees at the time of original contact. We will also establish them as a will call customer for next year after this years budget has been satisfied. They are agreeable to this resolution of the situation and will remain our loyal customers.

• Initial Complaint

  Date:05/22/2023

  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.

  They sent me a paper bill for tank rental at the same time they deducted money from my account for the same tank rental. They attempted to double-charge me. If I had not investigated, they would have gotten away with it. A call to the local **********, ** office revealed that it's a corporate problem and provided no assistance. This is 100% fraudulent. Needs to be checked out.

  Business Response

  Date: 05/23/2023

  We reached out to this customer and he is upset because we sent him an invoice for his tank rent and didnt let him know about the credit on his account. We did ask if he received his statement in April showing his credit of $78.25 and his reply was he as the consumer should not have to keep up with his credit, we should have just send him a check for any credit he has. We apologized for the situation and assured him that we in no way intended on billing him twice for his tank rent. We refund the credit he had left on his account of $78.25 after the tank rent was billed and told him he should receive the check in a couple weeks.