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:04/03/2023

  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.

  breach of contract on services. back story: for the last 3 years we have had a contract with suburban that includes cleaning/inspection of furnace. we pay roughly $238 a year for their comprehensive plan ( insurance) which includes in the contract inspection/cleaning, which this particular branch has not done since 2019, and now has us shown as not enrolled. i've contacted *********************** ( manager of branch) sseveral times and have been snowballed about the service. the last contact was service be rendered 29dec 2022, has come and gone without service, the next was supposed to be march 2023 and alas it has come and gone without service. tired of paying for service not honored and being lied to by management.

  Business Response

  Date: 04/04/2023

  We spoke ************** when he came into our local store to discuss his annual cleaning and we adjusted it for one year of his contract. This adjustment was made on 01/03/23 for $237.55.  At that time I explained that his contract would renew in April 2023 and we would schedule his annual cleaning. We spoke to him again today and explained that the adjustment that we had agreed to in ******* was applied to his account and that the renewed contract would be billed in April 2023. He was under the impression that his contract had been canceled so we let him know that was incorrect and apologized for any misinformation he had received. We scheduled his Annual Tune Up for this afternoon. He was satisfied with the resolution.

  Customer Answer

  Date: 04/04/2023

  
  Complaint: 19889035
  
  I am rejecting this response because: their message states on 1/3/23 the adjustments were made, however looking on their site adjustments made in dec 22 was $717.00, adjustments made on jan 23 were ****** and adjustments for feb 23 were ******, granted i'm not a mathmatician but even i realize the differences do not add up to the amount stated in business message. yes the technician did come out to do the required service only after a message sent to BBB and the ** operatins for NY. suburban site still shows as service plan: not enrolled, which business is adement we are enrolled in. i do appreciate the speedy response to get this years service completed, and the technicians were proffesional, the management of said facility does leave a little to be desired in regards to their response of said issue. 
  
  
  
  Regards,
  
  *******************

  Business Response

  Date: 04/06/2023

  We reached out and spoke to ******************* this morning and answered all of his questions regarding the adjustment for the ********************* Plan,including how to view the statements in the Suburban Propane Portal to view the adjustment made on 1/6/23 for the ********************* Plan. We explained that the ********************* Plan will bill this month and the cleaning performed on 4/4/23 is under this service plan.
  After explaining how to read the budget statements, he stated he was satisfied with the information and understands that his mothers account is taken care of. We also offered to be his point of contact going forward and he thanked us for the help.

• Initial Complaint

  Date:03/31/2023

  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.

  This is my 2nd letter concerning Suburban Propane. Please refer to my first letter case #********. as it is the reason I am complaining once again. Suburban Propane of Whippany is the parent company of the Suburban Propane of ******** **. company that I deal with. They never communicated the negotiations that you, (The B.B.B) had worked out for me in that case. (#********) to the ***************** As a result, when it came time to change out the gas tank they said they would replace, ( I had to wait till spring), I signed what I thought was a job completion paper, and found out later that they gouged me once again by raising the tank rental fee to ***** a year on me instead of the 10 dollar fee per year, I was promised by the parent company, that you negotiated for me. As you see on the first letter, the fee was going to be ***** dollars, a year, and I thought that was too high for a tank I had on my property for over 20 years already. I have been a good customer of this company for over 20 years. A manager had called me from Suburban, Whippany, in November, in response to my letter to you, and assured me of waiving the fee for the first year, and charging me a 10 dollars tank rental fee yearly after that, along with a new tank change out, and a discount on my first purchase of propane after that, as per negotiations by you, the ******* I do hope you can help rectify this for me. I have talked to someone at the ***************** ************************, and she said she would look into this matter, and she has not gotten back to me as of yet, and it's been 3 days now, I would like answers, and compensation, for my time, and aggravation. If I can't get any, I would like to warn future customers of this grift. A propane tank cost 1*****, charging a ***** fee or higher is robbery. Thank you for you consideration in this matter. ******* Case

  Business Response

  Date: 04/04/2023

  This customers complaint was handled in November. Her tank rent rate has been locked and we provided a locked in price until 4/24. Her tank has also already been changed out.  We will reach out to see if she needs anything further.

  Customer Answer

  Date: 04/04/2023

  
  Complaint: 19878654
  
  I am rejecting this response because: The reason I am rejecting this is because there is a Tank rental fee of ***** on the piece of paper, I signed, (Residential customer service agreement and authorization of credit check) and not the agreed too rent fee of ***** per year, which I would like in writing. The other adjustments have been made and I accept them. I will down load the picture of the paper if needed. 
  
  
  
  Regards,
  
  ******* Case

  Business Response

  Date: 04/06/2023

  This customer did not make this request when we spoke on Tuesday. We will send her an amended **************************** Agreement today.

  Customer Answer

  Date: 04/12/2023

  [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,
  
  ******* Case

• Initial Complaint

  Date:03/25/2023

  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 made it clear to Suburban Propane that I didn't want any automatic refills. I told them if I wanted a refill, I would give them a call. On 3./23/23 I get a statement in the mail with a late charge saying I owe ******..I'm wonder why, So I called the ********* #,The lady there, never answers the phone, The worst customer service I've seen in a long time. I then called the 800# and and ask some guy about that ***** He said propane was delivered 2/13/23 I asked him who ordered it..He said I did, I told him I didn't order anything, then he said someone at my house ordered it..I said wrong again, because I'm the only one the lives in my house, then the next lie he could think of, He said we are supposed to check the tank every year...I had over half tank of propane in it. Checking a tank is not topping it off..I didn't know any propane was delivered until i got the statement in the mail. Whoever delivered the propane didn't leave any info at the door on the date they came..Then Suburban wants to send me a bill for ****** with a late charge without any kinda notification. I told them I'm not paying when I didn't called them for propane,I told them They can come and pick up the tank,then they said I would have to pay ****** for picking up the tank.I told them,I'm not paying that for a mistake they made.I then asked the guy would i get reimbursed for my propane that was already in the tank,before they illegally topped it off without my knowledge,He said he didn't know and that he would call me back..By the way all during the call he kept putting me on hold talking back and forth to the lady in ********* who won't answer the phone.This Company is scamming people of of their money esp seniors.

  Business Response

  Date: 03/29/2023

  We spoke to ****************** and told him wed credit back the fuel delivered in error, assured him we wouldnt come out to make another delivery unless he called and authorized it. We apologize for the inconvenience of making a delivery that was not requested, but thankful for the opportunity to resolve this issue.

  Customer Answer

  Date: 03/29/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:03/23/2023

  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.

  Suburban Propane charged a late payment fee on my account. The account is set to auto pay any open balance monthly and has been set up this way for 6 months. I've reached out to Suburban Propane 3 times in the last 2 weeks asking them to investigate the issue and credit my account for the late payment fee charged. They have ignored all my requests.

  Business Response

  Date: 03/27/2023

  We apologize for any inconvenience this has caused.  It was timing of the auto-pay and billing cycle that caused the late fee to post.  We have happily removed the late fee from the account.  Thank you

• Initial Complaint

  Date:03/16/2023

  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.

  I am disputing a charge on my bill dated 1-16-23. The charge is dated 12-16-22 and is in the amount of $304.87. The reference or transaction number is ******. I called Suburban Propane upon receipt of the initial charge and spoke to a customer service representative who indicated there was a note on the account about the charge and the error in the delivery and she would get back to me. Today, I received a 2nd bill dated 2/15/23 with a late charge added. The full amount $314.79 is in error because:1. I never requested a propane delivery.2. I arrived home to find a man in my driveway looking at my mailbox. He was from a different propane company and informed me he had filled my tank in error instead of my neighbors tank. 3. I am UNABLE to use the propane because our propane fireplace is missing a critical sensor than renders it unsafe and unusable. Until such time that I have a working fireplace, I have no use for the propane and did not want any delivered. Suburban Propane needs to remove the charges to the account.

  Business Response

  Date: 03/24/2023

  The tank was removed on 02/28,the account was credited for the delivery on 03/01 the rent was backed out today.  The account has a zero balance.

  Customer Answer

  Date: 03/27/2023

  [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:03/10/2023

  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 have had suburban propane for over 20 years at this residence and they locked my tank over a rental fee. This tank has been at this residence for over 30 x 50 a yr = $1,500 in rental fees for a tank that is worth $500. How is the ************* allowing to along with charging $4 per gallon which is more than the average for propane. I want my service turned back on and the $75 for service hookup reimbursed.

  Business Response

  Date: 03/14/2023

  This customer was refunded back to their **** on 12-28-22.  Thanks

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 2022- I was price gouged by Suburban Propane (SP). Upon needing fill up for a ***************************************** pilfering select clients. Myself being one. I was charged an outrageous $6.09 per gal. The rate for residential propane in ** during that time was $3.443 per gal. After 3 months of calling & even emailing (which this company denies I did), they were gracious enough to reduce their price gouging to $4.25 per gal. Still nearly a dollar more per gal than the consumer index price. It took several grueling months to pay it off. But, it was. They refused to lower my rate to at minimum, the average price index. Come December, 2022. I had my tank topped off for winter. They again Refused to drop my $4.25 rate, claiming that I am locked in. To an inflated rate. Our current rate is $3.31 per gal. So, I am making payments. I no longer do over the phone, as this location has a history of lying to me, claiming I never called/contacted them for 3 months with my past issue. Last week, I was provided yet another mafia style shake down and threatening, because a payment I made, online so I can have proof, didnt go through. Was I given a hey it seems your payment rejected call? NO, I was given a we are coming to lock the tank call. I immediately called back, made a $100 payment. Then, called my bank, who has stated, the issue is not on our end. So I made ANOTHER $100 payment. They have their payment. But it is not enough for this mafia wannabe price gouging company. They want full payment (yes, in this economy w/their price gouging), or they lock my tank, leaving me and my two children w/o heat and cooking capabilities. Even with me making payments! I have called 4 other propane providers, who have all told me their going rate right now is $2.78 per gal when consumers have a large tank like mine. But, I rent my tank, so SP can only fill it.I will warn ANY individual who is considering SP as their propane provider to stay away.

  Business Response

  Date: 03/10/2023

  This customer was contacted last week during a cap or collect attempt due to an outstanding past due balance.While the driver was there the customer disputed the amount due. Therefore, the driver left and called the office so we could look into it. We reviewed the account and identified that the payment received for $275 was actually not received and was declined. We called and spoke to the customer to share our findings and agreed not to cap the tank until due diligence was done. We asked the customer if it was reasonable to give her till Monday to get with her bank and identify the issue. She agreed that that was fair and thanked us for working with her. Customer paid the balance.

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have run out of propane several times even though I have called to have a refill of my fuel over two weeks ago . We need to heat our home as well as our hot water. It has been below 30 degrees outside and its freezing. This is the second time this has happened to us where they are just giving us the run around. We have had some winter storms but there was not a storm the last time this happened to us last month. They are one of the only propane places in town so they know they have the upper hand and it feels like they run us out so that they can get an emergency call fee. Its just wrong. They gladly take my payments and I bet wouldnt accept me saying . Well Ill pay it when I get to it. Theres always an excuse with them

  Business Response

  Date: 03/14/2023

  We have called both numbers on the account and left messages for the customer to call us back.  We are providing a $50 credit to the customers account for the inconvenience we may have caused.

• Initial Complaint

  Date:03/08/2023

  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.

  Dates of Service(s) were: 11/25/22 to determine problem, 12/20/22 to install new module and 3/8/23 (shut off of propane service was done). Amounts paid-to-date equal $509.62. Total original bill was $605.97 before finance charges were added.Work performed included assessment and installation of receiver module for propane fireplace. Installation completed on 12/20/22.The total labor for the work was $229.00 which seems high in relation to the amount of time of 1 hr. it took to assess and replace the module. I have disputed this portion of the billing as being excessive (to no avail) but it is being paid.Balance on the account was down to $100.00 when Suburban came and shut off service at the tank and issued a bill for $255.00 for the tank shut off. This was done with no notice beforehand; no warning or phone call.Ongoing payments have been made in good faith but Suburban wants all their money at once although they do impose finance charges on outstanding balances which seems, in a sense, contradictory. Why impose finance charges if payment-in-full is expected? Billing statements make no mention of not being able to make incremental payments or how to inquire about a payment plan. Also, there is no mention of a shutoff with additional fees if full and immediate payment is not received.The resolution I am seeking is for the $255.00 shutoff fee to be waived in consideration of the payments made and those to be made to pay the remaining balance in full. This is the least they can do for a customer that has always kept his account current in the past. No balances were outstanding prior to this matter.I believe Suburban has demonstrated poor customer service, questionable judgement and imposed senseless and excessive billing charges in this matter. People should find other companies, besides Suburban Propane, to provide for their propane and heating needs if this is how Suburban acts and treats their existing customers. The account # is: ***********

  Business Response

  Date: 03/21/2023

  The complaint from ************************* has been resolved. We cited numerous times of attempted calls and letters sent. We have credited his account with the propane that was paid for in his tank and he said he would send a check for the remainder.

• Initial Complaint

  Date:03/03/2023

  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.

  When I purchased my home in March of 2021, I wasnt made aware I was going to be charged for propane that was left in the tank by the previous owners. I received a bill for over $400, when I called to find out what this was about I was told the previous owners wanted a refund for the fuel in the tank and that I be charged. I asked what it would entail to cancel the service because I found it appalling that I would be stuck paying for fuel I didnt request. I was then told that I would have to pay a restocking fee which was almost as much as the bill. So I either paid the bill or paid roughly the same amount for them to come disconnect. I paid the bill, even though I didnt want to, I set it up on automatic payments. Now in February 2023, I have a credit balance of almost $600. I called right after to cancel the automatic payments and request a refund. I called every week for 3 weeks inquiring about the refund and I kept being told that it would be processed. I called again after 3 weeks, today *** been told they tried to process the refund back to my debit card but it was declined so they sent it to their refund department and that once processed it would take **** business days but with the mail it could take longer. They had no problem taking money out of my account but have a problem putting it back in. Ive been extremely dissatisfied with the service since starting with them but no one ever calls address concerns or let me know there was a problem processing the return on my debit card.

  Business Response

  Date: 03/10/2023

  We left her a voice message early this week that a Fed Ex package will be sent to her with the check and received no response.  We tried to call her today and left a voice message that the Fed Ex package is going out today and she should receive the check tomorrow.  On the voice message we also advised that for the inconvenience we applied a $50.00 good will credit to her account.  Thank you