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

  11341 Mercer Pike Meadville, PA 16335

• 

  Suburban Propane Gas Corp

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

• 

  Suburban Propane Gas Corp

  31 Derwood Circle Rockville, MD 20850

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:09/15/2022

  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 bought this house in July. Suburban propane told me they would notify me when they would come to look at my tank and my propane heaters. They did not notify me the day ahead so my wife had to take unexpected time off from work to deal with this. Then, they came and delivered propane without notifying me, or verifying that this was even okay with me as the homeowner then sent me a bill for it. A bill for propane, i DID NOT ask for, i did NOT authorize this delivery and I did NOT give any permission to just deliver propane whenever they felt like it, they did not even make a simple phone call to me to make sure this is ok. Looking into your complaints, I see this is a VERY common occurrence your company does which should be against the law. As a new homeowner, a father to an infant with another one on the way, causing this stress and a huge unexpected bill I was not prepared for is completely uncalled for. This company is VERY unprofessional. I do not recommend for ANYONE to use them. EVER. You guys can pay the bill since you delivered it UNEXPECTED.

  Business Response

  Date: 09/20/2022

  This was a move in move out situation and when the technician went to conduct the safety check he reported the tank was at 1%on his work order. When the service work was billed a phone order was put in to prevent a runout. ******************** was under the assumption his account was on will call but it was not. Since he did not participate in the new customer offer this was extended to him for this first delivery. He was satisfied with this resolution.

  Customer Answer

  Date: 09/20/2022

  [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.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:09/10/2022

  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.

  On July 12, 2022 I resided at 4 ***********., in ****** and a propane delivery was made. The total amount due was approximately $320.00. I called the local office and informed them I was selling the property with a scheduled closing date of July 19, 2022 and asked if I should make a payment or wait until I received the credit at the time of sale and would be credited the amount. I was told that within the 30 days that the amount would actually be due, the account would be closed and I would be receiving a refund. On September 7, 2022, I received a call from Suburban Propane *********************** about an over due balance from the July 12, 2022 delivery. I called them back and was irate. My feelings were dealt with being told that I was overeacting because the call made was just a courtesy call.

  Business Response

  Date: 09/12/2022

  On July 19th *************************** called the local office and stated that he would be closing in 2-3 weeks from the date of that call and had instructed our representative not to make any changes to the account at this time. On 9/7/2022 we performed a fill for credit when ******* called us and stated he had still not received a refund check for the amount in the tank and that he received a call for a balance due. Upon reviewing the account we discovered that ******* had been credited back for a full tank of gas @ 96 Gallons which is approximately 10 gallons more than he should have been due considering his normal usage. We explained this to ******* on 9/08/2022 and ******* told me us he expected to be paid the following:
  
  Late Payment Charge: $25
  2 Hours of Labor @ $40.43/HR
  2% Late Payment Fee of $4.77
  
  We explained to ******* that he would be refunded for the 96 Gallons that had already been issued to him and that we would not pay him any additional unjustified fees. ******* then informed us he would be contacting the BBB.  All charged are purusant to his agreement with Suburban.

  Customer Answer

  Date: 09/13/2022

  
  Complaint: 18007677
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/05/2022

  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.

  Back in April of this year I requested Suburban Propane to remove their tank from my property. They told me it was to cold and they could not do it. So we went through the summer and they still did not remove it. At the beginning of August I once again requested their tank to be removed from my property. 2 weeks later they sent someone out to my house that couldn't figure out how to get to the tank. I went and got permission from my neighbor for them to use their driveway to remove the tank because it sits on the edge of their driveway and they have not showed back up yet. They keep promising pickup days and not showing up. Continuing to blame it on staffing issues, but they still keep servicing all their other customers during this time. I cannot set my new tank or buy propane right now because their tank is in the way. I don't want to remove their tank from my property because they are known to charge additional fees for damage. Please help.

  Business Response

  Date: 09/06/2022

  
  This tank is on our schedule to be picked up this Friday 9/9/22.  We will be sure to take care of it then.

• Initial Complaint

  Date:08/27/2022

  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.

  There were two problems that occurred. The first was that we set up an appointment for a Suburban Technician to come and inspect a propane line issue we had. We made the appointment on Monday, August 22 for Wednesday, August 24 at 9:30 AM (I recorded the conversation in the event Suburban wants to listen to how poor their service is). The technician did not show so we called ***** the Service Manager and he said we never made an appointment and called us liars (I also have this recorded). Then ***** the Service Manager called the technician ****** who showed up 2 hours late and did nothing. He advised us that the gas situation was coming from a faulty issue with our gas range board? I asked him if Suburban was going to charge us for his non-service and he said to me NO (which I was also recording). Thus, ****** also lied to me. This entire sequence of events was very telling about Suburban Propanes service. Then as it turns out I was charged $199 for this series of events. I am requesting this charge be removed from my account.

  Business Response

  Date: 08/30/2022

  This matter has been resolved.  We agreed to credit the $199 from last week and to assist in repairing the gas range, if possible.  Customer to let us know when we can schedule the repair.

  Customer Answer

  Date: 08/30/2022

  [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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/26/2022

  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.

  Surburban propane complaint.2 months ago I decided to not do business with them for reason of, not on time,canceling of deliverys, canceled work orders poor communication skills, never call backs when told always days later and thats because I called.Here is the issue, they had set up (4) 100lb tanks since I told them I no longer want them to be my provide they have yet removed any of the tanks and I started this process 2 months ago. There excuses is that they are very busy and cant get a truck out to pick them up. (Really 2 months)My new company has set there (2) 100 lb tanks up and I had them disconnect suburban tanks. Now I have (6) 100 lb tanks on my property at ********************************************************************************. I am very concerned about have 600 lbs of propane just sitting in the hot sun, Im totally afraid of something going bad.They have been notified many of time in the last 2 months and frankly Im tired of the ** excuses. Need your help in this matter, I have also wrote a e mail to there CEO and still was no response.

  Business Response

  Date: 08/30/2022

  We will pick these tanks up this Friday 9/2, and our operations manager has already contacted the customer this morning to let them know.  They were satisfied with our resolution.
  

• Initial Complaint

  Date:08/24/2022

  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 have been a customer of ********************** since 2015 and since then I have experienced numerous issues to include price gouging, budget plan increases without notice, refusal to sell me the propane tank and a general lack of customer service and willingness to work with me to resolve issues. Most recently, March 2022, I received a delivery of approximately 270 gallons for which I was charged $4.80 per gallon which was $1.10 over the Virginia average for that month. As a result of this delivery, my budget plan was increased from $58.00 monthly to $226.00 monthly without notice. Based on my yearly usage of approximately 450 gallons of propane yearly I requested my monthly budget plan be capped at $100.00 per month which would be a sufficient amount to cover the cost of propane deliveries. This request has been denied. Additionally, on numerous occasions I requested Suburban propane sell my the tank so I can manage my propane supply and work with other companies who have better prices per gallon and do not price *****. These requests have also been denied. In the past seven years I have experienced nothing but problems with Suburban Propane and have not had any success in my requests.

  Business Response

  Date: 08/30/2022

  We have spoken with the customer, we lowered his budget payment initially, to $130.00, we are lowering it to $100.00 per his request and informed of a possible settle up amount.  As an additional courtesy, we adjusted his rate to $2.99 PPG. Unfortunately, we are not in the business to sell our propane tanks.

  Customer Answer

  Date: 08/31/2022

  
  Complaint: 17723740
  
  I am rejecting this response as it stands and based on the continued issues I encountered over the years, I further request the following;

  1. The lock-in price of $2.99 a gallon be extended for two years and at anytime the price for propane falls below $2.99 a gallon and adjustment is made to the lower price.

  2.  Based on a budget plan payment of $100.00 per month, at no time will propane deliveries be made that exceed the current balance in my budget account.  As I have a **** gallon tank and my average yearly use has been less than 500 gallons, this should not be an issue.

  3.  All agreed upon terms will be documented, in writing via a letter from Suburban Propane to me, within 10 days of my acceptance of agreed upon terms.

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

  Business Response

  Date: 09/06/2022

  Our local manager spoke with this customer and agreed to a locked in rate for one year, ending, 08/02/2023. Account is once a year fill, therefore, the customer's usage will determine if there is a settle up amount at the end of the 11 months per terms of budget agreement. The budget agreement dates are 06/20/22 to 06/20/23. Our options for Pre-buy or Secure plan begin in June 2023 and this option will provide a locked in rate for the following year. Customer will reach out in June 2023 to receive details for these plans.

• Initial Complaint

  Date:08/18/2022

  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.

  This is in response to Complaint ID #******** which was closed. I never received any notification about this complaint from your company until I received the email saying it was closed. So I never had a chance to respond. I do not wish to close this complaint but if it has to be closed then this can serve notice to start a new complaint. Suburban Propane does not own my tank. They can show no records of this. As far as them telling me I need to show proof of ownership of something that is physically located at my home is absolutely absurd. They keep harassing me and they also sent me a faulty bill last time saying they put propane in my tank which they did not. My wife was here and stopped the man from putting anything in the tank. This is not only harassment, it is criminal to send me a faulty bill and trespass on my property. I have asked them repeatedly on the phone to cancel my contract. I even emailed their company. I will not call them again. I have spoken to them over a half dozen times regarding this incident. I will not pay them for a fake bill. Please let me know my next step. Please feel free to call me at any time. ************. Thank you.

  Business Response

  Date: 08/22/2022

  We have been working to resolve this with the customer. We do have a log on the previous owners account that we changed the tank out for them since they did not own the tank.  We also have a signed a signed contract by this customer.  We are not charging him rental, but we do have to come out once per year and the minimum charge is only $50.00. The customer is also not able to provide a bill of sale for the tank.  The customer is welcome to call us to discuss this further but we have not charged anything outside the contract.

• Initial Complaint

  Date:08/18/2022

  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 discontinued service with Suburban Propane on 6/17/22 because of poor customer service. I have been a customer of theirs for over 30 years and always had just 1 One Hundred and twenty gallon tank which I used for cooking, heating, and hot water. In November of 2021 I ordered an additional tank and was promised installation on December 8, 2021. The second tank was never installed. I went all of last winter with only 1 tank. This spring (June 17th) I called and cancelled my account and asked that the 1 tank be removed from my property and that I be refunded the money for the gas remaining in the tank. After many calls and no action to remove the tank I went to the Suburban Propane office on *************. on July 15,2022 and spoke with ******* who confirmed that my tank was scheduled for pickup on Aug.8, 2022. I called the office again on the morning of Aug.8 to confirm pickup on the same day. Aug. 8th came and went with no tank pickup. On Aug 9th I called the main office in ********** and requested a conversation with a manager which I was denied. I was assured a manager would be made aware of my concerns. Now it is the 10th of Aug. the tank is still here and there has been no communication from anyone at Suburban. I just want the tank removed and a refund for the remaining propane. I have had to look at the ugly tank in my yard all summer as a constant reminder of the worst customer service I have ever experienced.

  Business Response

  Date: 08/22/2022

  We spoke to the customer and agreed to pick up tank on 8/29. This matter has been resolved.

• Initial Complaint

  Date:08/17/2022

  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.

  I have been trying to stop doing business with this company for 4 years. I signed a contract 20 yrs ago with them. I stated that I would pay 25 cents a gal over the price index, what they pay for it. Five or six years ago they started charging me at regular rate and I complained and they adjusted the bill. I told them I didn't want them to bring me fuel anymore because I'm getting a different company. The next year the same deal happens again. I complain and they tell me I have to take fuel once every year. May 19 2021 they bring fuel. I tell the driver I don't want fuel he tells me he will cut my lock off. I get in an argument with him. I end up taking the lock off and tell him I'm not paying for the fuel. He leaves ***** gallons. I don't pay them.I tell them I'm using the fuel I have paid for when the tank gets down to 40% I'll call them to pickup their tank with their fuel that I didn't want. May 2022 comes Suburan truck showes up I tell the driver I'm not taking any fuel he tells me they can cut my lock I tell why do you want to give me fuel when I didn't pay for last years. He leaves. They bill me ****** for stopping. My problem with them is they tell me I'm contracted to take fuel once a year, but they don't go by their contract on the price I pay. They are unhooking my tank this week so I can't use the rest of my fuel I purchased 2 years ago. The tank is 500 gallon they fill it to 80% which is 400 gallon the tank is on 58% right now. They want to take the tank credit me for the fuel against my bill which started at ****** for ***** gallons ***** a gallon plus interest plus ****** for coming here this year because they had to. WHY!!!!!!!!!!!I didn't want their fuel and they made me take it. Then they charge me interest. When they brought the fuel in 2021 I got fuel for our house for the winter for **** a gallon for **** gallons. I have been trying to switch my shop to them for years but Suburan Propane keeps trying to force me to do business with them.

  Business Response

  Date: 08/22/2022

  Our local manager spoke to *********************** and we are going to remove the tank and credit him for the gas that is remaining.  His business has slowed down and he no longer uses the propane as he did in the past. 

• Initial Complaint

  Date:08/04/2022

  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.

  It has been five months since I signe a contract and paid for the installation of a propane tank from this company and have been getting the run around. They are not responding to my inquiries about the status of the work.

  Business Response

  Date: 08/08/2022

  This customer signed the proposal on May 23rd and the account was created in ADDs on May 26th. An account under the contractor Solar Bear was also created on May 26th.
  Solar Bear paid the 50% deposit of $3,849.33 on May 27th. They then paid the balance of $3,849.32 on June 1st.  Unfortunately, we had the incorrect property survey and contacted the customer to ask for the correct one. We received the correct survey on July 11th. The permit package is finished and was already set to be submitted this week and the job scheduled. The service manager &coordinator have reached out to the customer.