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:05/17/2023

  Type:Sales and Advertising 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.

  Suburbane propane had us scheduled for auto delivery at our home. They stopped our delivery without notice via mail or email when we were scheduled for auto delivery which left our family with 4 children without heat and hot water and a gas smell in the home. We asked to have a technician check the gas smell and were told we would have to pay for same day delivery to have someone look at it immediately. The employee filled our gas tank and only afterwards they checked for safety and locked it and decided to inform us that we failed our safety inspection. Safety should have been the top priority especially with young children in the home. Another employee visited and said we had annoyed their local customer service centre and advised us to unlock the tank ourselves. He even showed my husband how to do this with a pen lid. We did not unlock the tank but were shocked by this information from a company employee. We had an independent company look at our gas lines and advise us that it had been leaking since we moved into our home. Suburban propane failed to do a leak test correctly when we signed up with them in 2021. Gas had been leaking in our home for two years. We are disappointed with the service and we will not pay for gas that we were not able to use as well as delivery and locking fees. Our safety has been compromised due to suburban propane.

  Business Response

  Date: 05/18/2023

  Account was placed on delivery hold for non-payment on 4/18/2023. Customer called on 4/24/23 stating that their card had expired and the Auto-Payment had been cancelled. We helped them set up the Auto-Payment again on 4/24/23. Customer called on 4/27/23 stating they were Out of Gas and needed a delivery and we told them they would need to pay an EDF of $150 and a Leak Test Fee of $75 since they were now out of gas due to non-payment. We performed a leak test on 4/27/23 which failed, then we had to lock the tank and showed the customer that the tank had failed to pass the leak test. We recommended having the office call to repair the leak, but the customer stated that they would have an independent company come to do the repair. Customer called on 4/28/23 stating that the independent company they had called could not work on their system as the tank was locked. We offered to send someone out to repair their system and scheduled an appointment for Wednesday 5/3/23. 4/29/23 Customer called into *********** and cancelled service appointment on 5/03/2023. Customer called in again on 5/17/23 to ************** stating she never received a leak check when her service was first set up. Leak test is documented in our logs on 3/05/2021 and we informed her on 5/17/23 that the leak test had been performed.

• Initial Complaint

  Date:05/16/2023

  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.

  I've contacted the Suburban Propane company several times regarding this matter, but received no resolution. I closed out the account # *********** with the company and was due a refund payment of $13.24. I have not received the payment for the close out of the account.

  Business Response

  Date: 05/22/2023

  We are not sure why this complaint has surfaced as customer received a refund from ** on 06/02/22 and the account has been closed and terminated. 

  Customer Answer

  Date: 05/22/2023

  
  Complaint: 20063684
  
  I am rejecting this response because: I have closed the account, but have not received my refund in the amount of $13.24 that was owed to me.
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 05/25/2023

  The check was mailed in 2022, it was never cashed.  We will not issue a new check until a proper mailing address is supplied. The address on this complaint is incomplete and we mailed the check to the address on the account.  Please confirm mailing address.

  Customer Answer

  Date: 06/05/2023

  [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 business stated they would send the refund owed to me.

  They also stated they needed a mailing address. The mailing address is *****************************, General Delivery *****************
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 06/29/2023

  
  Complaint: 20063684
  
  I am rejecting this response because:
  
  

  the street address is ****************************** but the *********** does not use the street address

  in processing the mail

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

  Business Response

  Date: 07/05/2023

  This check has been reissued to the correct address.

• Initial Complaint

  Date:05/10/2023

  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 moved from old address to new address last sept. 2022 suburban propane was supposed to pick up their propane tank and pay me for the amount in the tank, I have gotten every excuse in the book why they have not done it yet, they have done this to alot of people

  Business Response

  Date: 05/10/2023

  The tank has been removed and the technician is on his way back to the yard with the full tank. Once the tank gets back to the yard, we will be able to request the final Pre-buy gallons to bill to the account and process the credit for gallons in the tank.

• Initial Complaint

  Date:05/04/2023

  Type:Customer Service 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 received a bill from Suburban Propane in April 2023 in the amount of $53.31. I called the number on the bill *************) and was told that there was no account in my name and mail the **** back to a ** Box in Whippany, **, which was different than the ** Box listed on the bill. Concerned this was a scam, I contacted the local branch *************) in ***********, ** and spoke to ***** on 4/24/23 and discussed the following concerns: The bill is listed with my previous last name from many years ago, however has my address in which I've lived for two years. I have never had an account with **********************, nor have I ever ordered propane or spoken to Suburban. She indicated that Suburban bought ********* and Arrow provided all past and current customer information to **********************. I was a previous customer of Arrow many years ago, but not at my current address. She noted there an account in my name and it was unusual and she would look into it. On 5/1/23 I received a letter again indicating I owe the same amount of money. I called the number on the letter *************), which was an automated system to pay, which indicated I owe $149.31. I contacted ***** in Marlborough who indicated the office manager hasn't had a chance to address it yet. I expressed my concerns around this and questioned how they obtained my address and how this could happen and she indicated the manager would call me the following day and hung up. I contacted the main number *************) who issued a formal complaint on my behalf that she indicated would be sent to the office manager in Marlborough. She indicated there is also an additional address in the account, that this bill/account is suspicious, and it should be addressed immediately. I have not heard back from the company to date.

  Business Response

  Date: 05/09/2023

  Our local manger spoke to the customer. We are removing the balance of $145.46. The customer was billed tank rent in error. We are also terminating the account. This issue is resolved.

  Customer Answer

  Date: 05/09/2023

  
  
  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:05/03/2023

  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 moved and requested the company to recover the 2 rented tanks and refund the cost of fuel being returned. Company stated they went to recover the tanks and current owner asked the driver to leave them. Company stated they would leave the tanks in place and issue the refund to me in the amount of $1451.66 including sales tax; then issue an invoice to current owner for this same amount. We spoke many times and above was sent via email. I replied and did not receive funds. I called to ask and was then told they never received my email response and I now have to work with new homeowner directly to get the money. The current homeowner will not even speak to me about it.I have tried calling multiple times and spoke to several parties, nobody will return my calls or provide a resolution.

  Business Response

  Date: 05/04/2023

  ***** called in July to have our two tanks removed and gas refunded.  When we arrived there to do so, ****** was there and said it was now his property.  Not knowing who is telling the truth, we read the fuel level of the two tanks and I wrote ***** an email explaining two scenarios. We could leave the tanks there and rebill the husband for the gas or they could work it out themselves.  ***** was to let ** know.
  
  We never heard further from ***** till late October when she told ** ****** had never paid her for the gas.  At that time we had not heard from her, so we assumed they had worked it out but we were unable to refund her for gas that her husband had used.  We find this issue would best be resolved between ***** and ******.

  Customer Answer

  Date: 05/04/2023

  
  Complaint: 20013889
  
  I am rejecting this response because:
  I received the email on July 26, I replied that I accepted the option to send me a refund and leave the tanks.  (email attached)  In the email from *****, I was told it would take about 4 weeks to receive the refund.  I then moved houses, lost a son and my father then moved my mother so I did not pay attention to the timing.  When I did realize I had not received the refund, I again contacted ***** (Oct).  The excuse that you do not know who is telling the truth is absolutely incorrect as the account was in MY NAME only, therefore I am the customer and you had no right even discussing the issue with *************  
  The initial communication with ****** took place after I requested the tanks be removed and gas refunded. If ***** did not receive my reply via email in July, why did he not pick up the phone and explain what transpired when the driver tried to recover the tanks? 

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

  Business Response

  Date: 05/11/2023

  Customer ***** contacted us to discontinue service in July. We went to the site later that same month and the husband happened to be home and said that it was now his property and he wanted to maintain the use of the tanks and gas. We read the volume of gas in the tanks at that time and talked to the husband about him paying her for the gas and avoiding the pick-up fees and pump out charges. We sent ***** an email on 7/26 outlining a couple options and asking for direction. We did not hear from ***** till mid-October and the gas in the tanks had been materially used up. The account name was initially in the name of ***** but that does not necessarily mean the propane was not initially paid for and/or owned jointly.  We have no way of knowing if the gas was part of their settlement discussion or if one party or the other was ordered to pay the other for it. That being said, Suburban is not responsible to pay for the gas, the Suburban tank lease agreement contains no refund provisions whether the tanks are removed or not.
  

• Initial Complaint

  Date:05/02/2023

  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.

  This business has multiple times over past 3 years sent a bill for an outrageous amount. The fist episode was handled reasonably. Then in March 2022 I received a bill for over $2600 instead af maybe $400. Their explanation for the amount is that they didnt have meter readers for several months. I finally paid $3100 this March (full amount of bill). I did this because they locked me out of the tank. Coldest months of the year and they wont give propane unless I pay the full amount. I did so. Within 2 weeks I receive a bill for $1644. They said they couldnt get a proper reading so they guesstimated what it would be for the past couple months when they again didnt read my meter. I dont know whether to pay this one and risk my credit report further tarnished.

  Business Response

  Date: 05/05/2023

  This account's meter was read regularly up to November 2022. December, January, and February the meter was not read due to no access to the backyard. A tag was left on the door each month stating that the meter reader was unable to access the backyard. In March the access was cleared and the meter was read same for April the access was cleared and the meter was read.

  Customer Answer

  Date: 05/06/2023

  
  Complaint: 20010676
  
  I am rejecting this response because:
  In the past 35 or so years the backyard has not been blocked as I know that Suburban Propane requires access. There was never a message left -period. These statements are wholly false. It does not describe the previous time in Match 2022, where they claimed they hadnt read the meter in months because they did not have staff to come and read the meter until the amount billed was $2640.00. 
  So - not the first time this has occurred- gate always open.
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 05/10/2023

  The access was blocked, her new roommate / account holder acknowledged this to ** directly. Our meter reader left a note each month regarding the access blocked to read the meter. 

• Initial Complaint

  Date:05/02/2023

  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.

  We have a 500 gallon propane tank in the ground since ****. Almost 20 years later, a worker at Suburban, *********************, began sending me emails, and phone messages, and even sent a driver out (recorded my conversation with driver), to "fill my 500 gal tank, and lock it out, because of an unpaid rental fee of less than $90. I explained to the driver, and to this ***************, that the tank was already locked out a year ago, because we switched to a smaller tank from *********** who charges half the per gallon cost as Suburban, and makes smaller deliveries, which Suburban always refused to. Making our already inflated bills much higher. The fact they sent a driver to "fill the tank", even after I explained the situation to ***************, says a lot, in my opinion. Last year, another employee of this same office, suggested they lock out the tank, and leave it in the ground, hoping the new owners of the house (we have been trying to short sell the house) would use Suburban for their propane. Back to current day, the latest email sent by *************** threatens to charge me for the tank, if I do not excavate it, and allow them to pick it up buy May 18th. In the agreement supposedly signed in ****, it says the "tank cost would be $2550 for the 1st 5 years, then be depreciated on a straight-line basis". I sent two email replies thus far to ***************, asking for the amount of the depreciated cost, so my attorney can decide how to act on this. No reply from her to date (5/2/2023).My attorney pointed out how Suburban is known for these kind of tactics, and to not worry about it. But I must. Someone above this *************** must review this case, and her dog on bone approach. Because it should not be allowed. And it is odd, they would allow a worker to make such threats through emails and phone messages, as opposed to written letters sent to the house. Certified even, when threatening collection activity.

  Business Response

  Date: 05/03/2023

  Suburban propane will allow the customer time to excavate the tank for removal.  Once the tank is ready for pick up, customer should contact the local service center and we will make arrangements to retrieve it.  Any questions, please contact the local store manager *****. Thank you.

  Customer Answer

  Date: 05/03/2023

  
  Complaint: 20007147
  
  I am rejecting this response because:
  
  More detail and stipulations are needed. Number one, how much time will be allowed for us to "excavate"?
  
  Second, we provided the hole for the tank, and their truck drove up to the side of it, and dropped tank in hole with a truck that had a boom/crane. This required the truck driving over the lawn, and to the location of the hole, which we then backfilled with sand and covered with top soil. 
  
  When "excavating", we will have the top soil and sand around tank removed by hand shoveling, to not risk damaging the tank. Once that is done, their truck will need to again drive over the lawn in front of the house, and around to the back of the house where the tank is located. The truck will also need to squeeze between and above ground pool to access the exact spot. There *is* room to do this, we just do not want them claiming they cannot once we go through the trouble of digging around the tank. The crane/boom truck will then be able to easily pull the tank, and be on their way. We will fill hole afterwards, of course. 
  
  Third, we were told another option was to be billed the cost of the tank, if we decide not to remove it. The agreement specifically stated that the cost after the first 5 years in the ground, would be determined based on a straight line depreciation schedule. Our lawyer still wants this cost, so it may be determined if it makes more sense than digging up ground. Since this is part of the agreement Suburban says I signed in ****, then we want this cost, and option available to us. 
  
  Thank you, *******************; 
   

  Business Response

  Date: 05/04/2023

  We sent the customer a letter 2/2022 regarding this 500 gallon UG tank purchase. We are willing to quote that amount of $1223.52 again should customer wish to purchase the tank.  If the customer does not agree to the purchase, we will set up a site visit to make sure there is ample room for our truck to pick up the tank, assuming the customer digs the tank out.

  Customer Answer

  Date: 09/18/2023

  
  Complaint: 20007147
  
  I am rejecting this response because:
  
  Circling back to this complaint today 9-18-2023, after just receiving a certified letter stating Suburban Propane plans to commence with further collection procedures if I do not pay the amount of $2,772.25 within 20 days.
  
  Suburban has now crossed the line of being ridiculous to the **** The last amount they demanded (as shown below in the back and forth between us) was $1223.52. So again, no rhyme or reason to their demands or dollar amounts. It's like "Let's see what we can get today".
  
  Second, the tank is *easily accessible* if I decide instead to dig up the ground and let them come and take it back. Their letter today said they "determined it is not feasible to retrieve container"... why not? Because you would rather put a bogus claim into collections for $2772.25?
  
  And to further make this ridiculous, I get *zero* from Suburban in the mail, or anything in writing, except for the letter today, which *************** to 20 minutes after reading it.
  
  At this point, I do not even wish to keep their tank, as I never plan to do business with them again. I will dig up the ground above and around the tank, which was back-filled with sand anyway (20 years ago, BTW), and let them come and get it.
  
  Thank you, *********************
  
  
  Regards,
  
  *********************

  Business Response

  Date: 09/19/2023

  If the customer has the tank excavated within 20 days and notifies the local store manger that it is ready for removal, we will gladly come out and remove the tank and then reverse the invoice. Thank you

  Customer Answer

  Date: 09/25/2023

  
  Complaint: 20007147
  
  I am rejecting this response because there is no possible way to get tank excavated within the 20 days of the letter, or even of this last response from Suburban Propane. 
  We were given no notice after the last time this complaint was answered by Suburban, except for a letter sent most recently stating I would be billed for the tank, more than TWICE the amount the last response from Suburban quoted. 
  When I tried to reply to this complaint back when Suburban offered the last amount to keep tank, or the choice of digging it up, I was locked out of the system, and not able to respond, even though it was well within the 10 days allowed. 
  BUT, a company acting responsibly would have sent a letter, even certified, stating we have a certain amount of time to dig up tank, or pay the last amount offered during this BBB exchange. But nothing, zero, except for the most recent letter demanding more than twice the offered amount, and stating they would not even take tank back... all over the map, their claims and demands. 
  
  We have had 4 full days of hard rain, and the forecast shows another few days of constant rain. We would need to let ground dry out to get equipment to tank site. A reasonable timeframe to pick up a tank that we will dig up dirt above and on the sides is October 15th or 16th. 
  
  If I am billed the amount showed on the certified letter I received just last week, I will do whatever is necessary to fight that amount, and make sure I am not put into collections for any amount, since we will be allowing Suburban to have their tank back, again, after *20 years*. 
  
  I will reply to any response from Suburban on this matter, immediately. 
  
  *******************; 
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 09/25/2023

  We will allow the extra time requested, up until 10/16/23, to have the tank excavated. Thank you

  Customer Answer

  Date: 10/11/2023

  
  Complaint: 20007147
  
  I am rejecting this response because:
  
  I was hoping this could be opened one more time so I can respond in writing to Suburban Propane, letting them know the tank is ready for pick-up. They last responded with a date they would pick up being no later than the 16th of this month, and I would like to let them know it is indeed ready. I even have pictures I can post showing it fully excavated and waiting for them with their crane truck.
  
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 10/11/2023

  We spoke with this customer and confirmed the tank will be picked up Friday October 13th.  We appreciate him telling us it was ready.

  Customer Answer

  Date: 10/16/2023

  [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:
  
  Tank was picked up successfully  on Friday the 13th. Driver was courteous and was able to remove tank from our excavated hole without any issues. 
  I have pictures and video of removal and truck leaving premises if needed. 
   
  Regards,
  *********************

• Initial Complaint

  Date:04/24/2023

  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 been a customer ********************** customer for 20+ years. I have never paid a fee nor agreed to a tank rental fee. They implemented a tank rental fee several years ago but agreed to waive the fee because of my status as a long-standing customer. This year, they did not waive the fee and went so far as to send a representative to lock my tank when I disputed the charge. I was forced to pay the bogus rental fee so that I could have heat from the gas for which I had already paid. Additionally, they were trespassing on my property in order to lock the tank.

  Business Response

  Date: 04/26/2023

  We have reviewed the account and this customer did receive a rental increase letter due to not taking a delivery after 11 months. Due to a timing issue when letters went out,******** had in fact met the yearly delivery requirement, therefore, we are returning the rental payment to her. Suburban does have the right to have ************ to the company owned equipment at all times as stated in the lease agreement and it would not constitute trespassing. We have not been able to get in touch with this customer but we did leave a message.

  Customer Answer

  Date: 04/26/2023

  [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:04/24/2023

  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.

  Several months ago, I discontinued the propane service provided to me by Suburban Propane (********, )**. Over the ensuing period, I have telephoned Suburban several times asking the company to retrieve its 100-gallon propane tank. Suffice it to say, nothing has happened. I might add that I am entitled to reimbursement of the remaining volume of propane residing in the tank; but, obviously, there will be no reimbursement if the tank is not collected. I could go into detail about a variety of price-gouging tactics routinely employed by the company; however, at this point, all I want is to be rid of this tank in this company once and for all. Maybe someone at your organization can be of help.

  Business Response

  Date: 04/25/2023

  **** was picked up and customer is satisfied, we wish them well with their new provider.

  Customer Answer

  Date: 04/26/2023

  [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.  As a consequence of your (BBB) intervention in this matter, I'm confident the refund due me (unused propane gallons returned) will be made available promptly.  The refund wasn't my major concern, but I now know that a "kick in the ass" on the part of BBB gets the job done!  Who knew?!!!
  
  Thank you for your help,
  
  *******************************

• Initial Complaint

  Date:04/10/2023

  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 recently purchased a cabin at **********************************************************************. There is an old propane tank on the property that belongs to Suburban Propane. We have been calling them for 6 months to have it removed. They have told us they would be out on several different occasions, most recently last week; however, the tank remains in our front yard. We are getting ready to video the property for rental advertisements and need the tank removed. I phoned today and they hung up on me.

  Business Response

  Date: 04/17/2023

  Our service department scheduled and picked up this tank on 4/4/2023. Thanks