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.

  66 West Avenue Arkport, NY 14807

• 

  Suburban Energy Services

  464 S Center Street Ebensburg, PA 15931

• 

  Suburban Propane - Kingston

  CPO Box 1151, Barbarossa Lane Kingston, NY 12401

• 

  Suburban Propane Gas Corp

  1411 John Marshall Highway PO box 129 Gainesville, VA 20155

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:03/23/2025

  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.

  I leased a propane tank on my duplex from purchase (Aug 2018) until I sold the property in Aug 2022.The new owner never contacted them. So, for the next 2 years I would receive calls every 3-4 months trying to collect on dues from the new owners use of the tank (and on tank rental fees). Despite confirming multiple times that I no longer owned the property, by sending the Closing Documents from the sale of my house, they continued to assert that, I had signed a contract and until the new owner took over the lease, I was responsible for its ****** March 2024, we finally got my account closed. In Aug 2024, I sold the other side of the duplex. Last week, I started getting the same calls and the cycle has started again. They have sent my account to Collections and are threatening to report me to the credit bureaus for charges that are for service after I sold the property.This time, I had a really good relationship with the new owner (of Side B) who is a lawyer and I called him. He told me hed forgotten to setup an account, so we called them together and they figured out that they werent trying to collect on the correct property (A vs. B) despite multiple confirmations on my part during the initial conversation about which property was in question. Then when I asked them to send me confirmation that my account was closed, they told me my account balance was at $0. I asked, again, for email confirmation my account was closed, they refused claiming there was some processing required and hung up on me.This is the most deceptive practices Ive ever encountered. I still have no confirmation that they will close my account and not report me to the credit bureau for charges that dont apply to me. I have called the corporate team and requested that a Regional Manager to rectify the situation and have not received a call, yet.

  Business Response

  Date: 03/28/2025

  This customer called the *** last week since the new owner hadnt called in for service. Within a few days Mr. ******** called back to the *** with the new owner on a 3 way call. With Mr. ******** still on the call, we were able to setup the new owner. At that time we informed Mr. ******** that once Mr. **** (new owner) completed his account signing we would be removing all fees and closing his account. We completed everything on the same day and sent Mr. ******** an email conformation that is account had been closed. 

• Initial Complaint

  Date:03/21/2025

  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.

  Where do I start. When I first purchased this house and setup the account with them it was a mess. They had put my neighbors tank on my account as well. That got solved. The driver constantly uses my driveway to fill my neighbors tank when hes not even there to fill mine. The driver has left my ********* **** on my door 3 times now. Every time I call to complain it just happens again. How do I know they are filling my tank? How do I know they arent filling the wrong one and miss billing me? They never seem to have answer for me and never call me back. On top of all this I see my ********* **** and its half the price per gallon of my bill??? They told me its his first fill up so its discounted. How is that possible when Ive received his bill 3 times already and see the driver fill his tank multiple times since we both moved in 8 months ago. This company scams people out of their money. They also came to check for a leak because I smelled gas. The worker didnt do anything and just said my tank was empty. How did my 500 gallon tank go from full to empty in 1.5 months? And then they charged me $150 to tell me my tank was empty, are you kidding me? Something isnt right. They are either overcharging me, not filling my tank and filling my neighbors instead or something else who knows.. again they never seem to have answer explanation.

  Business Response

  Date: 03/25/2025

  Mr. ******** spoke with our local manager about his driveway and his neighbors which all used to be one property. We assured *********** we would work each property from the correct driveway and make sure we leave the bill at the correct address. We made an adjustment to Mr. ******** account as a courtesy to a loyal customer.

• Initial Complaint

  Date:03/20/2025

  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.

  This company has their property stored on mine without consent and they are refusing to move it. I have made several requests to have it removed and I am being ignored. The propane tank is in the way of construction. We are adding an addition on our home and the tank needs to be moved before they start. This is a tank that is on my property without my consent. I have spoken to the local office several times in regard to this and to the corporate offices in ** as well, without resolution.

  Business Response

  Date: 03/21/2025

  We are picking up the tanks today.  Thank you!

  Customer Answer

  Date: 03/21/2025

  
  Complaint: 23092361
  
  I am rejecting this response because:
  Its 2:00 on a Friday and no one has come here yet! Id like this complaint to remain open until the tanks are picked up. I have been told several times starting last year that they would be picked up and they were not. 
  
  the tanks remain on my property without my consent. I am under no contract for this tank yet here it sits, unauthorized. 
  
  Regards,
  
  ******* ****

  Business Response

  Date: 03/25/2025

  We picked the tank up at 3:42pm yesterday.

• Initial Complaint

  Date:03/14/2025

  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.

  Tonight, in ************ on a road near a large vocational school, this company had a driver that was in their truck blinding my home for 2 hours, every single time they dispense propane at this location; they blind me. If it was just like normal traffice, ***** minutes, it wouldn't be so bad, but two hours, and then when confronted, you hide.Don't try to call, they aren't there. Don't try to email, unless you want to give them money. Don't do Business with them if you value respect.Attempted contact with the driver, to just lower the high beams, he shut the door and rolled up the window. The company is as it shows. I'll never do business.

  Business Response

  Date: 03/18/2025

  We were able to speak with Mr. ***** and apologized to him for the lights being directed towards his home during a neighbors delivery. The lights on our trucks are automatic and remain on when the truck is running. We also told Mr. ***** that we would speak with each of our drivers to attempt to turn the headlights off and if that is not possible, to at least turn them to dim. Mr. ***** was satisfied with this resolution.

• Initial Complaint

  Date:03/10/2025

  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 am once again on the verge of running out of propane for my home, which I use for heat, hot water, stove, oven, etc. I was on a "budget plan" for most of the 4 years I have lived here, and they almost never deliver my fuel on time (and NEVER when they say they will), so I switched my plan to "request delivery". I made a request on 2/25/25 and they still have not refilled my tank. Today, the remote customer service center said, "It says they delivered 50 gallons today to your address", which they didn't. I ran out of propane completely with Suburban my first year here on the coldest day of the year and it took them 2 days to get here. This is dangerous and beyond negligent. The $352.08 amount I entered was just for the one delivery. I want a refund and a guarantee that they will keep my tank full from now on and honor my delivery requests.

  Business Response

  Date: 03/18/2025

  Our local manager contacted the customer. He now has a credit on the account and he is satisfied with the outcome. We gave customer a direct email to reach out with any other concerns. 

• Initial Complaint

  Date:03/10/2025

  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 called after hours to Suburban on Thurs 3/6 because I smelled skunk smell in the house in certain rooms but no skunk smell outside. I just wanted to know if this could be gas or in their opinion was this skunk and not to worry. The woman on the phone told me to evacuate immediately and was going to have service person call me. The gentleman who called me agreed that it seems like just skunk smell but to be sure would come out. I told him I could wait until my delivery appointment on 3/12 but he insisted to come out just in case it wasn't skunk. Well, it was skunk, he found my equipment to be fine. Now I have a bill for $271 that I didn't ask for and could have waited. I was told that if I call and report ANY kind of smell they HAVE to come even if it's skunk smell. I cannot afford this and don't think this is right. I haven't paid because i cannot afford it.

  Business Response

  Date: 03/12/2025

  This has been resolved. After explaining to the customer our policy when a potential gas leak is reported, we both agreed to split the charge for the afterhours call. The customer has been credited down to $135.95 and has agreed to pay that amount for calling in a gas leak. She was satisfied with this result.

  Customer Answer

  Date: 03/12/2025

  [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:03/03/2025

  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.

  Hello,At the end of January my husband reached out to ******* about getting a larger propane tank. After a few back and forth emails, a larger tank was delivered. I was home this day and spoke to the technician ****** he said he would be back by Thursday February *************************************** a call for that tank to be filled the same day. He checked our current tank and assured us would last until then.On February 20, we were completely out of propane in our original tank and had gone the weekend in freezing temperatures with no heat or hot water.On February 20th a suburban propane technician came out and installed a very small tank to help us get by until the large tank would be connected assured it would be prior to this tank running out. We ran out of propane on March 1 and now suburban has told us they are booked the next few weeks so they do not know when install will be. It is 29 degrees today. We have three small children this is unacceptable. Additionally what we were quoted versus what is on the service agreement do not match

  Business Response

  Date: 03/06/2025

  This customers installation was completed yesterday. We spoke with ******* and she told us that there was no date scheduled for the installation to be completed not knowing that we were already planning on going there yesterday to complete the installation. This breakdown in communication resulted in incorrect information being relayed to the customer and causing their frustration. We have tried calling and have not been able to get in touch with the customer, but have left a voicemail and hope to speak soon.  Matter is resolved.

• Initial Complaint

  Date:02/28/2025

  Type:Delivery 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.

  delay on processing state approved propane , suburban has created false bills to threaten service and keeps sending threatening notices aimed at attacking my credit.

• Initial Complaint

  Date:02/28/2025

  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.

  on 2/27/25 I received a notice in the mail that my father (who recently passed away in September 2024) had a past due charge of $51.74 for a tank lease fee. I contacted Suburban about the bill and to get pricing info for a minimum fill for my dads estate as I am executor of the estate. I was told by the woman who answered the phone that the cost per gallon was $4.65. I asked her why it was almost double the average for the state of **** and was told it was based on demand. She said that they leased the tank to my father and that the price was more expensive because he leased the tank and that if he owned it it would be less expensive which completely discredits her statement about pricing being based on demand. She said that I HAD to fill with Suburban as they owned the tank. My father has been a customer since at least 2006 when he purchased the house and I am taking them at their word that they own the tank and not him. I then reached out to 2 other local propane providers, ************** and Wardaway Fuels for quotes as I had used Wardway personally in the past at my old residence and Premier is close to my dads house. Premier told me the cost of propane was $2.40 per gallon and Wardway told me that the cost was $2.25 per gallon, much less than the price of $4.65 per gallon that I was quoted from Suburban. The fact that they ***** customers on a utility like his is despicable and arguably criminal as Ohio does ban unconscionable sales practices like this where Suburban is charging a price thats much higher than whats normal for the item. I would like to be billed a fair price on par with state averages. If not, I will contact Ohio Attorney general **** **** to investigate Suburbans pricing practices.

  Business Response

  Date: 03/04/2025

  Our local manager spoke with **** **** the son of *** **** and explained offered to explain our pricing to him. We explained that our pricing is based on volume and since it had been over a year since his dad had ordered gas they were quoted a low volume user pricing. **** explained that they are trying to sell the home. He agreed to pay the past due rental on the account and we agreed to deliver a minimum delivery of 100 gallons at $2.599 per gallon and he was satisfied with that resolution and appreciated the explanation on the pricing. 

• Initial Complaint

  Date:02/28/2025

  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 attempted to over charge my account when I ordered propane online. I cancelled the order closed the account. (1/20/25). They provided a propane fill on (1/21/2025) without my permission. The invoice was left by the driver, $528.73. It was paid on (1/26/2025) confirmation #*********. Suburban billed my credit card for $1,249.25. I have notified my *********** Suburban had been notified we never prepay for a propane fill. We continue to have an open account with ********, 14 years and have always paid by invoice. All phone calls and emails have been recorded/duplicated. We need Suburban Propane to honor their agreement or we will return to using *********. Canon Screenshot.

  Business Response

  Date: 03/03/2025

  We have tried to speak with this customer but she refuses to talk to anyone of us at the office and wont pick up the phone. We have left voicemails with no response. She only likes to deal with us via email and its difficult trying to get more information when she wont talk to us. Regarding $1249.27 charge to her credit card, she did that on her own when she placed an order for propane online. She ordered 400 gallons. According to her account, the refund has been processed. Regarding the delivery on 1/21/25, that was to fulfill the order she placed online on 1/16/25. After the delivery, she paid that invoice for $528.73, which is why she has a $1249.27 credit on her account. She paid in advance, and then paid the invoice for the delivery.