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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Suburban Propane, L.P.

  240 Route 10 W Whippany, NJ 07981-2105

• 

  Suburban Propane Gas Corp

  P.O. Box 67, Wash. Rd. Waldorf, MD 20604

• 

  Suburban Propane - Kingston

  CPO Box 1151, Barbarossa Lane Kingston, NY 12401

• 

  Suburban Propane Gas Corp

  476 Main Street P.O. Box 323 Prince Frederick, MD 20678

• 

  Suburban Propane

  34 Montague City Road Greenfield, MA 01301

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:12/13/2022

  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.

  Last year (Fall of 2021) we started with an $700 credit on our account from paying all summer. We had our equipment safety inspection, and than late December, early January, during a fuel delivery, the driver alerted my husband to the fact that we had a leak, and gas had been leaking out of our tank for who knows how long. So, after our tank had been inspected, it began leaking. I've tried speaking with Suburban Propane numerous times but they always tell me they will have someone else call me, they never do. We have been customers since 2018. We have a pretty small tank. After someone else looked through my bill last February, she realized that we have been paying an ASTRONOMICAL amount of delivery fees and told me that we could get a bigger tank! She told me that they typically are not trained to educate customers on tank sizes, apologized profusely and told me she would get us a bigger tank before this Winter season, and she would try to get a credit on our account for not only how many unnecessary deliveries weve had, but also for the gas dangerously leaking out of our yard after a "safety inspection".It is now November, almost a year later. I still have not received a larger tank, or even a simple apology for their safety tech causing our tank to leak for at least a month into our yard! (Which is actually seriously dangerous)Let alone a credit I was told would be looked into 2 or 3 times. Suburban Propane is refusing to call me back to help me resolve my problem, or even deliver a larger tank. I'm now on my second delivery this winter and our first delivery barely lasted a month.

  Business Response

  Date: 12/15/2022

  *************************** is now a satisfied customer. We provided her with a $25 promo credit, scheduled tank upgrade and removed the extra delivery fees she accrued. Thank you

• Initial Complaint

  Date:11/23/2022

  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.

  I have used Suburban Propane as my propane provider for over 20 yrs. without complaints. Recently they sent me a bill for $50.88 Tank rental on a tank I have had on my property for over 20 years. So I enquired as to why I now had to pay a rental fee on a tank, that was on my property all this time. I received several answers. One was they recently changed hands. So I explained that I had been a customer, of **********************, for over 20 years, and the tank that I have here, was 20 years old, and I have never paid a tank rental fee before and I wasn't going to on a old tank, Besides the fact that the tank is not worth $50. 88 a year, when it's only worth ******* dollars on the whole. And It's obsolete and has never been re-valved or pressure tested to my knowledge, since installation. (which might put me at some risk). I got a 2nd bill, with all my gas purchases itemized since 2018, and a late fee notice for the tank of $51.60. So I called again, and in the conversation, they said I don't purchase enough propane a year, so they are gonna charge me this fee, Which sounds like gouging to me after all these years of being a good and loyal customer. I told them They may come and take the tank, and I will get a new propane provider, But I have propane in the tank which is paid for, and in the end it's only gonna cost me money to do that. So what can I do I'm 60 and retired?

  Business Response

  Date: 11/30/2022

  Our local store manager agreed to remove the rental charge for one year and it will be reapplied in November of 2023.  We will also change the tank out in April. Additionally, we are providing a special locked in rate for 24 months.

  Customer Answer

  Date: 11/30/2022

  [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 is satisfactory to me. Additionally, they said the charge per year would be $10 instead of $50, so as long as that is also honored I accept this outcome Thankyou!
  
  Regards,
  
  ******* Case

• Initial Complaint

  Date:11/22/2022

  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 April 2022 Suburban Propane filled our inground oil tank that was no longer in use. The in ground tank had been professionally cleaned out. We were using an above ground tank. The in ground tank was red tagged and wrapped with a metal tape. For whatever reason the driver removed the tags and unwrapped the stem and filled tank. The slip was not put in door or mailbox it was found on the ground next to the tags and tape. Suburban was called and immediatley acknowledged they made an error. They were supposed to come right back and empty the tank. They did not return until June. They are trying to charge me for oil they put in my in ground tank. I have called over 20 times at this point to try and resolve this matter.

  Business Response

  Date: 11/30/2022

  We were not made aware that the customer secured a new tank behind the house.  We returned and pumped the tank out and moved the same exact oil from the old tank to the new tank.  Customer never paid for the oil that was delivered.  Therefore, she owes us for the oil that was delivered to the new tank still.  Customer should make payment for the oil that was transferred to the new tank as this was not paid for yet.

  Customer Answer

  Date: 11/30/2022

  
  Complaint: 18450182
  
  I am rejecting this response because:
  I feel if the manager would return my calls this would be resolved.  1.  Suburban was aware of our new tank.  When they came out to do our yearly cleaning they examined the tank.  2.  Stem of old tank was red ticketed and wrapped with a thin metal that said do not fill.  3.  When I called Suburban, after speaking to the driver they called me back and acknowledged they made an error.  I had paid $300 to have the old tank cleaned out, when they called back they said as a courtesy they would top off the above ground tank.  The above ground tank was 3/4 full at this point.  They did not return for 8 weeks to pump old tank out.  At that point they pumped oil out and left.  I called and asked for my $300 for the tank cleaning I had already paid for.  Suburban called me back and said they would return and transfer oil in the tank.  My in ground tank is over 225 gallons.  My above ground is 125 gallon and was halfway full when you came back.  Mathematically it is not possible that you transferred all the oil.  You left with oil in 55 gallon drums, how much I have no way of knowing.  Apparently the manager that was working when the accident happened is no longer the manager.  That is not my fault.  If the current manager would return my calls I think I could have explained all of this to him or her, they won't give me a name on the phone.  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 12/06/2022

  The response is not accurate.  Every gallon that was pumped out of the 55 gallon drums went into the customer's new above ground tank.  This was done the next day since we ran out of daylight.  This was a 4 hour process.  The tank capacity of the ** and AG tanks are the same.  Therefore, the new tank could hold what was removed from the old tank.  No additional refund is warranted.  We are not sure what the customer is referring to with regards to the tank cleaning.  If customer can provide us with an invoice for cleaning out the tank, we would be happy to review it.

  Customer Answer

  Date: 12/07/2022

  
  Complaint: 18450182
  
  I am rejecting this response because: First the day it happened Suburban admitted they made an error, that is why they came back to pump the oil out for free.  Second my above ground tank is not the same size as my in ground.  Third my above ground tank was over half full, it was my oil source and I was using it.  I initially asked for the $300 I had spent on having my in ground tank cleaned out.  It was Suburban suggestion that they transfer the oil from my in ground and top off my above ground as a courtesy because of the error.  They were then taking the rest of the oil away.  They came out and tech said they were not allowed to transfer the oil.  They pumped oil and left with oil in 55 gallon drums.  When I asked for my $300 back they came back and transferred oil from the drums to the above ground tank.  They also sent me a zero invoice.  It was much longer than 4 hours for this service.  You would not have done this had you not made an error.  The tech that came back also said you cannot sell the oil out of a drum.  You have no way of knowing how much you pumped.  They left with several drums full.
  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 12/15/2022

  As a courtesy, we will remove all charges for the oil.

• Initial Complaint

  Date:11/21/2022

  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 was a suburban propane customer for about 17 years. i switched companies. upon switching companies i called suburban to come and pick up their tanks which still had propane left in my yard for over 2 weeks before several calls before picking up. i was told i would receive a refund for what propane was left. the first phone call i was accused of lying even tho i took pictures of their installed gage on how much was left. then after calling and making a complaint i never received a follow up call. i had to call 3 more times over a period of two weeks before they came and got my tanks. on november 10th a week after picking up my tanks i called my local office to see where my rebate check was the guy said it was sitting in my account which was closed to be released. i asked him to release it. i waited over a week and still no refund check. i called back he said it was in the mail coming from new jeresey and i should have already received it. i waited another few days tried calling again no one in my local office would answer i was switched to suburban propane call center where i filled two more complaints with 3 different people and still no check. no call back no nothing. i then called the new jeresey headquarters and left a message with a lady named ********. it has been over a month i have received no check that is over 800 dollars. and no call back to any of my calls. please help me resolve this issue. and funny part is 2 local offices one in my town and no one can cut a check or give me cash for my refund. no managers or company representee are solving my issues as tho suburban does not want to send me the money that is owed to me

  Business Response

  Date: 11/21/2022

  This check was cut on 11/16 and mailed on 11/17 from Whippany . Customer was notified and is fine with this time line.

• Initial Complaint

  Date:11/18/2022

  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.

  I currently have propane gas service through Suburban Propane, and have a propane tank that they own in my backyard. I initially called Suburban on 8/9/2022, because we have installed an electric heat pump and no longer require propane service for our heating system. I talked to ***** and asked that Suburban discontinue their service, and remove their propane tank from my yard. ***** told me that the tank removal would cost $800 + tax, and that they would call me back when the manager came in, to schedule the removal. Upon not hearing back, I called back on 8/10/22 and was told that the manager is checking on the schedule with the sub-contractor and he will call when he knows the schedule. Upon not hearing back again, I called back on 8/26/22 and was told that the manager, ******, will call when the 3rd-party vendor schedules the tank excavation. They are backed up.In September and October, I had to call Suburban two times to correct errors on my billing, because they had scheduled another potential propane delivery after 8/10/22, and continued to charge me rent for the tank that I had asked them to remove. They resolved these issues to my satisfaction. Also in September and October, i called Suburban multiple times, including on 10/4 and 10/21/22, asking about the tank removal, and the answer was always that the vendor is backed up, and Suburban will call when it's scheduled. Suburban has never called me with a status and has never given me any kind of expected time frame.

  Business Response

  Date: 11/22/2022

  We spoke with the customer and apologized for the situation. We have a site visit scheduled and said we would review the information Friday and call him Monday to avoid interrupting him during the holiday weekend. He was thankful for the call and said that he looked forward to *********** on Monday.

• Initial Complaint

  Date:11/11/2022

  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.

  This is in regard to Acct # *********** for the ******************** service at ************************************************************************************************ have been calling to get my partially filled propane tanks that are owned by Suburban Propane removed for almost 2 months now. It is against *** Fire code for a business to leave partially filled propane tanks permanently disconnected on a residential property.I have been trying to get my two propane tanks picked up since September 20th. I called and spoke with ******* on September 20th to let your company know that the tanks were disconnected from the house, still have propane in them and needed to be picked up, she noted the account and said someone would be out to get them. After 2.5 weeks I had not heard anything so I called back October 7th, spoke with ******* again she said there was nothing on my account for the tanks to be picked up, I explained everything again and she said they would get someone out to pickup the tanks within a couple weeks. Almost 3 weeks go past and no one has showed up, so October 26th I call again, this time I speak with ***. She tells me AGAIN nothing has been noted on the account to pick the tanks up, I express my disappointment to her that these two tanks are blocking a path between my house and shed and need them removed. I explain everything to her again and she states someone will be out to get them ASAP. It has now been more than 2 weeks and still no one to pick up the tanks.I want someone to give me an exact date and estimated time of when these tanks will be removed. I also do not want some emergency removal service charge for removing these tanks because I have been calling and being told they will be removed as explained above since SEPTEMBER 20TH. At this point I do not believe I should be charged to have the picked up OR the propane recovered because I have had to deal with such ridiculousness to get it done. I also have video proof off the remaining propane in the tanks.

  Business Response

  Date: 11/15/2022

  Our local store manager spoke to this customer and confirmed that he will be paying the $1/Gallon restocking fee and this matter is resolved.

  Customer Answer

  Date: 11/19/2022

  
  Complaint: 18390550
  
  I am rejecting this response because:  I would like to wait to close the matter until I have received the credit check from the company.  My issue was resolved verbally over the phone but from past experience, I would rather see it followed through before considering it "resolved".
  
  
  Regards,
  
  *********************

• Initial Complaint

  Date:11/10/2022

  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 believe I own my propane tanks. When tanks are owned by the propane company, they are clearly marked with their name. I have been wanting to switch my propane provider as Surburban prices are way out of line from the market pricing and more than double the market price offered to customers if you have low usage. Their current price offering to me in August was $5.99 gal. On 9/26, ****** insisted the tanks were owned by Suburban. I asked her to provide me proof as my tanks are not labeled and my account was originally with ************* I confirmed that my tanks do not have Burnwell markings or Suburban markings on them and I checked with several neighbors and each one who had a tank owned by Suburban had their Logo boldly printed on the tank, taking up a whole side so it could not be missed. I asked for the matter to be escalated and ****** got back to me and said she would send me an email the next day providing proof that the tanks were owned by Suburban. I have called back several times and each time, I get told they are researching. Meanwhile, I am not able to secure propane from another source and prices are rising as we entering the cold season. My last call was on 11/2. I once again was given no commitment when they would get back to me. I told the rep if I didn't hear back by 11/4, my next call would be to the BBB. Instead of receiving a call back from the rep, I have received voicemail messages from a salesperson to inquire if I want to have my tanks filled.

  Business Response

  Date: 11/17/2022

  We will be sending a letter to the customer confirming she owns the ******************** tank.  Thanks

  Customer Answer

  Date: 11/17/2022

  [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 is satisfactory to me. However, I want to clarify that I have not yet received written notice from the company stating I own the tanks. On the phone, **** confirmed he would check with his legal **** to confirm if he could send something in writing to me. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:11/08/2022

  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.

  Since we have had suburban propane we have had to set up our auto pay multiple times. Then as of today almost 2 years after our service I was informed that our auto pay expires. This is the first time that this is ever been told to me. We never get an invoice telling us what our balances. I was told by one of the representatives that my balance today was $365. Then I was told by another representative today that my balance is over $2000. I have no way of knowing which number is correct because I have never received an invoice. When their delivery trucks deliver the propane they never drop off an invoice of any sort. The last delivery they left behind an invoice in the middle of my yard. Never putting it on a door k*** when there are four entries to my home or knocking on the door or ringing the doorbell to see if someone was home to receive it. So theres actually no way of us knowing when the gas was delivered or if it was or not. I would like to leave this company but unfortunately I am stuck because apparently I have a balance that I was unaware of. When asked about it the representative try to fault it of us telling us that we couldve handled this online. We have never done this online we have always called the office to take care of our business and have always been told by a member in their office that its being taken care of. When in fact it never is.

  Business Response

  Date: 11/09/2022

  Our local store has been in contact with this customer both on phone and by email.  After reviewing the account logs and the portal, the auto pay was set up incorrectly, so the payments were not being pulled monthly, but she paid $1500 and took care of 5 months worth of budget payments, so we did not get any indication that it was set up incorrectly,until September when the large payment credit was used up.  We have since resolved the auto pay and now have it set up correctly to run monthly for the amount due on statements.  According to account set up she should have been receiving statements monthly by mail and this was checked in the portal, so we are not sure why she didn't receive them by mail.  We are getting the account set up to receive both documents electronically so no mailing issues in future.

• Initial Complaint

  Date:11/01/2022

  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.

  Account # *********** ********************* After 2 years of being overcharged and missed deliveries in the middle of winter along with being lied to about getting a new tank I called this company to cancel my account and to come get their tank. I actually had to file a previous complaint to come get it because it sat in my yard for 4 months. There was 22% (110 gallons) left in the tank when the driver picked it up in May. I have photos of the gauge when it was picked up along with 2 other witnesses to verify. So they owe me $274 for that along with $244.95 for another overcharge. The total they said they'd refund is $518.95. After 6 months I still have not received a dime from them. I got 2 statements verifying they owe us that amount but no checks. I have spoken to ***** many times and I've sent her photos and other proof to no avail. I called last Friday and was promised a phone call back by early Monday from a manager. It's now Tuesday afternoon and not a word from anyone. I want the $518.95 sent to me immediately. I'm tired of fighting this and wasting countless hours being flat out lied to.

  Business Response

  Date: 11/08/2022

  After speaking with ***************** regarding the customer account of *********************, the following was determined. We refunded to him $90.62 for the 8% of fuel on 07/25/22 and the check was cashed on 09/28/22, proof of which we can provide. **** has an overpayment of $244.95 which has been processed for refund and we will be sending them a check. We did not charge pump out fees for the 8% off fuel, also refunded an off route charge when he ran out of fuel to satisfy him when he thought he was an automatic delivery customer. He will be issued the overpayment on his account of $244.95 by check.

• Initial Complaint

  Date:10/31/2022

  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.

  Due to terrible customer service we decided to change ******************** companies. We did not owe them any money. We contacted suburban propane and informed them of the change we were making. We were told the new company could disconnect their tank and they would pick it up. On july 22 2022 centerstate propane arrived, disconected suburbans tank and hooked up theirs. They noted on our receipt that there was approx 50% left in 500 gallon tank. We also took a picture with date and time stamp. My husband then called suburban propane to let them know they could pick up their tank. They told us it would take a few weeks. We told them that was not acceptable because it was sitting in our driveway and we had scheduled it to be repaved. We called several times to no avail so we had to cancel the repaving. The finally came today 10 31 22 and picked it up. Now we got an email shortly after that we were being charged ****** for pickup. We want to get this resolved but we are still owed for roughly 250 gallons of propane. We dont want for this to turn in to something that will get sent to a collection agency and will go on our credit while we argue this.

  Business Response

  Date: 11/03/2022

  This tank has been picked up and a final accounting will be processed.

  Customer Answer

  Date: 11/03/2022

  
  Complaint: 18338189
  
  I am rejecting this response because: We have not received final accounting statement. When we do I will contact BBB to either reject or accept amount. Thanks for your help. Will contact when received.
  
  *******************************