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Business Profile

Propane

Suburban Propane, L.P.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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Suburban Propane, L.P. has 540 locations, listed below.

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    Customer Complaints Summary

    • 406 total complaints in the last 3 years.
    • 135 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/11/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My Dad has been a customer of ******************** for years, his gas water heater has gone out and it hasn't been fixed yet the tech came out and said they had to order the part, this has been before Christmas, and they said they are waiting on the warranty department, I told him when his gas runs out, switch to another company if it's under warranty, then fix it!!!

      Business Response

      Date: 01/12/2023

      This is a Warranty issue. When the burner went out, the Manufacturer was told us that shipments will be delayed due to the Holidays.  We pushed the issue to get it here sooner, but were unsuccessful.  This was out of Suburban's control. The burner came yesterday and we went to install it, but no one was home.  We are going to try to get there today if customer is available to get this taken care of.
    • Initial Complaint

      Date:01/10/2023

      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 into a house with Suburban Propane tanks on the property. I switched to a company with a better price and Suburban Propane took their tanks away, with both tanks 50% full, promising me a refund on the amount of propane left as it belonged to me on my property. They said a check would be mailed to my address (the address on the account). It has been 2 months and now they are saying they accidentally sent the check to the previous owner and won't pay me. This is after hours and hours of wasted time trying to organize when they would pick the tanks up.

      Business Response

      Date: 01/12/2023

      We have contacted the customer and are processing a new check to resolve this.
    • Initial Complaint

      Date:01/09/2023

      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.
      PLEASE NOTE: ********************************* is the name on the heating bill. I'm a resident in the same home.Suburban propane not only engages in horrible price gouging (competitors like *********** are able to offer a price cap at 50% of what suburban charges), but they engage in aggressive practices with customers and punitive fees to strong arm customers into accepting deliveries they can't afford or don't need.Also, my current dilemma is that once you cancel with them, you have to hound them repeatedly to pick up their tanks and credit you for the gas you didn't use. I've been trying for over a month to get a pickup appointment and now they're saying it'll be over a week before pickup and a minimum of 2 weeks to pay out our gas credit. We cannot afford our new heat because of their repeated delays and unwillingness to give a concrete pickup date until today. My partner and I will be at least 2 weeks without heat in ********** winter because they ignored or delayed our attempts for a conclusion to all of this. I spoke directly with our local office manager (******) who just kept repeating that I was lucky to have gotten anyone on the phone at all today (Monday, January 9th at ****am), and that a total of 3 weeks before we'll get a payback is all that can be done. Explaining that their delays will leave my partner and I unable to afford heat was met with a brief apology and then silence. No particular effort was made to amend their lack of follow-up in spite of the consequences of no heat for weeks.I do not trust that Suburban will actually follow up on their pickup date of January 19th - it is my belief that because they will owe us money they will delay or de-prioritized our situation, and we cannot afford to go without the credit they owe us. They have managed to delay follow up for over a month and I have no reason to believe this trend won't continue. I request that this be looked into for my sake and that of their continuing customers.

      Business Response

      Date: 01/10/2023

      We are picking the tanks up tomorrow and we left the customer a voicemail indicating as much. We left both our office number and the local manager's cell.  As explained to the customer earlier, once we pick the tanks up it usually takes 2 weeks before they would see any refund. Thank you
    • Initial Complaint

      Date:01/04/2023

      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 reached out to Suburban Propane back in October to get propane to my house as i was finishing up a remodel. 2 gentleman came out and did a site visit and said no problem as there was propane here before. I then called to have them set the propane up and get it running. They came and delivered the tank. Then i called to get it set up, which i thought they would've done when they brought the tank. So again, they said no problem, it wasn't done before as i had an outstanding balance of $170ish from them delivering the tank- no problem, paid it. They then came and filled the 250 gallon propane tank, however they didn't connect it. So then i called them back to have them connect and that's when they told me they don't have any employees that can do this and they are trying to find people from other locations as they had lost all of theirs. i have called no less than 10 times over the past 6 weeks with no firm answer. I am unable to bring in another provided as the 250 gallon tank is full and needs to be moved for another one to come in, something they also won't come pick and pick up. Meanwhile i have no hot water or heat to one room as that is what the propane is intended for. I just want them to come hook it up and get it working. It's been 6 weeks + we have been going round like this and they are zero help.

      Business Response

      Date: 01/06/2023

      We had our service technician out there yesterday getting her all hooked up.  There was a leak somewhere inside that caused the testing to fail.   The customer had the leak repaired today and we will be back out there Monday to retest.  We have spoken to ****** and she is happy with that plan.
    • Initial Complaint

      Date:01/03/2023

      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.
      Date-Year of 2022-year 2023 Propane yearly budget of ******. New amount 2023 ******. No letter sent and none provided to customers about increase.Propane company promised to deliver a budget of fair pricing based on our yearly usage. My credit at end of 2022 was $37 dollars and 73 cents. Nothing is itemized so customer takes the word of company that credit was included and the increase was based on the increase of propane. Nothing for increase was itemized or explained so again you must take the word of company that these numbers are correct/honest. This is a huge increase and it is not explained how they came to these numbers. Response of company was it was calculated with the end number,,,period. They can put anything and say this. Something is not right. I am disputing the amount and the final #. How??? Show client how you came to that number. Do not say it was just based on an increase in the cost of propane. The budget plan was dropped because of this method. To remove the tank and start with a new company we have to pay ****** and that tank was here before we moved in. Suburban Propane Whippany, **** ************** Acct# ****************** to upload bills and delivery tickets)

      Business Response

      Date: 01/04/2023

      Our region credit and collection department called and explained to this customer that all information for the budget is found in the statements. In their November statement, it showed that they ended their plan with a credit balance and no payment was due for November. For their December statement, it reflected a new budget payment, and an increase letter was not sent at renewal time since all information is presented in the budget statements.

      We advised that the increase was due to price increase in price per gallon from the previous year since they did not use that much more in gallons.  Customer said they dont want to pay the increase or be on budget any longer and asked to be removed. We removed the plan as they requested and advised of total balance owed, they said they would send the payment.
    • Initial Complaint

      Date:01/02/2023

      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.
      Already a Suburban Propane customer acnt. # ***********. When signing up with SP to provide propane and tanks for a whole house standby generator I was having installed, they asked if I had an excavator to trench the line from the tanks to the generator or did I want to use theirs. I opted to use their excavator. Tanks arrived on Nov. 9th. I waited a week to see if the excavator was coming out and on Nov. 17th I emailed my local SP customer service rep asking if there was anything I needed to do to get the excavator out. I received a reply the same day asking if the generator was already installed. On Nov. 18th I replied that the generator was already installed and received an email informing me that the excavator would not be available the week of Nov. 28th and that I would be kept posted. Waited until Dec. 12th without word and then emailed the rep asking for an update. No reply. On Dec 20th I again emailed the rep requesting an update, again, no reply. What's as bad is that I am paying $109.95 a month for equipment rental for four 125 gallon tanks which are not hooked up to each other or the generator and have no propane in them. The generator is useless.

      Business Response

      Date: 01/03/2023

      We apologize for any inconvenience this may have caused. We have scheduled the work for Thursday, which the customer was very glad to hear.
    • Initial Complaint

      Date:12/27/2022

      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.
      **************** wait time was over twenty minutes. Corporate ******* no longer wants to facilitate the human element, solve customer's issues, or be helpful to its clientele in any fashion.

      Business Response

      Date: 12/28/2022

      Our local manager spoke with ****************************  She was very pleasant and stated that she just wanted to ensure that she was not going to run out before we delivered to her as her **** gal. tank is at 20%.  We told her that we do have a delivery scheduled for her next Tuesday and that she has plenty to last until then.  She thanked use for the call and said excellent customer service,thank you very much!.  I let her know if she had any other concerns to please let us know.
    • Initial Complaint

      Date:12/26/2022

      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 for this company for many years. I am on an auto refill service. They come out and deliver without me calling. In February of this year I ran out of propane. I called and ask why I was missed. They said it was a mistake on their part Fast forward to December of this year. I went out and checked my level. I was less than 5%. I called again and asked why I was missed again. They said it was another mistake. I said I need propane today because it was going to get down to 9 degrees. They said they would send someone It is now Monday three days later I am completely out of propane, I have called many times. Their website and phone say 24 hrs emergency service. I am under contract with them. I have been paying my bill. I have a $630 credit but no propane. Every time I call someone always tells me they cant contact the local driver and the local office is closed. How can you say you are a 24/7 365 day service if you cant contact your delivery driver. Tomorrow will be 4 days without propane. Since I am under contract I cant call another company

      Business Response

      Date: 12/28/2022

      We apologize for any inconvenience this has caused and we have the delivery scheduled.

      Customer Answer

      Date: 12/28/2022

      [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 ok. I am still concerned that a company that says they are 24/7 365 day service and it took 3 days before someone came out


      Regards,

      ***********************

    • Initial Complaint

      Date:12/19/2022

      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.
      Repeated billing issues over the 20 months of service. Now on the coldest day of the year. My heater stopped working. I went out to the tank and it was empty. Called suburban and no billing issues they simply didnt fill my tank as scheduled. It is 12/17/22 and was last filled in July. They are supposed to check and refill as needed. I would not use this company. Many people in my neighborhood are leaving suburban and going to another propane provider. I will be doing the same.

      Business Response

      Date: 12/21/2022

      The customer called in on 12/19/22 requesting an emergency delivery.  We dispatched a driver, and the delivery was made on 12/19.  With respect to concerns about billing issues, there were a couple of late payment charges assessed.  One was in January, 2022 for their initial system safety inspection.  A log note at the time indicates that the customer claimed to not be aware of the fee, but they subsequently paid the balance.  The other late payment charge was assessed in August for a delivery that occurred in July.  
    • Initial Complaint

      Date:12/14/2022

      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.
      In July of this year 2022 I tried to do a pre buy of a tank of propane. I was told that it was too late that I had to do that during the month of June.I then asked them to go ahead and deliver 100 gallons of propane when they could put it in their schedule. This was never delivered. When I checked the tank in October of this year it was down to 5% as I expected.Due to the poor service I asked them to come and get their tank and they picked it up on October 14th of this year. I just received a bill for a tank of propane for $878.98. They also double billed me for the tank rental I paid it in June of this year and then they build me again in October for the tank rental.

      Business Response

      Date: 12/22/2022

      Customer agreed to a Pay As You Go Pre-buy contract and paid the fee of $72.45 to participate in the 2022-23 program on 7/22/22. The *** that took the call told him she would send him the contract and he could decide and to let her know if he wanted to participate in the program. When he called back in October, to have the tank picked up he told *** that he had ordered 100 gallons and we didnt come to deliver so he called and found the gas cheaper and wanted us to come and pick up our tank. We removed the tank with 5% in October 2022 and credited his tank rent that he was billed.  The account is now closed.

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