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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:08/01/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      For at the least the 4th year in a row, Suburban Propane comes to my, trespasses on my property, and fills my propane tank without permission. I signed a service contract with them the first year I bought my home about 7 years ago in 2016. After that I called and told them to not randomly come on my property. I will call if I need my tank filled. The price of propane is negotiable and I will call when I need service. The last few years they come to my home, walk into my backyard, and fill my tank without permission. Then they charge me an exuberant amount of money per gallon. Last year I called them and told them to stop coming to my home. They DO NOT own the tank in my yard. It is my tank. They have no proof and can show no installation receipt of the tank. I have asked nicely for the past few years but the harassment continues. This year when they showed up unannounced, my wife just happened to be home and asked the man to leave before he filled my tank, which he did. I was then sent a **** for $50 for propane I did not receive. They charged me $8.33/gallon for gas I never received. I called them a few months ago and was told that they would take care of the ****, and I would not be charged. Then this past week I received the **** again. I called again today and explained that I never received the gas and to stop sending me a ****. This is not only an issue of price gauging at $8.33/gallon, but they also trespass on my property without my permission, and provide a service I did not ask for. I am really unsure of how to stop them from coming to my home again...they won't stop. Please advise.

      Business Response

      Date: 08/08/2022

      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 **** 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:07/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We recently moved from Tennessee to *********. A call was made to Suburban Propane regarding what to do with the tank. We were told that the new owners could keep the tank until the yearly rental came due. Instead they came and refilled the tank on 6/8/22 and 6/28/22, without owner consent, as they never ask, and now they sent us a **** for $343.81. We closed on the house in May and moved out by May 18th so were not the owners at this property. The new owners need to be made aware, speak limited English, and the **** either needs to be transferred or the tank and propane removed. Since there is no refund on recovered propane, we think neither party is responsible and a Zero balance for both parties. If the new owners want to keep the tank and pay that is fine but we believe Suburban Propane needs to speak with the owners and start new.

      Business Response

      Date: 08/02/2022

      We apologize for any inconvenience this may have caused. All charges to the customer's account will be removed.  Thanks

    • Initial Complaint

      Date:07/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      "Charged $137.09 for ZERO gallons of propane.

      Business Response

      Date: 07/20/2022

      This charge is factual as this is the minimum **** application when no propane is needed. This was explained to the customer that we are contractual obligated to one full fill a year,otherwise a minimum **** is assessed. We mailed the customer a copy of her signed customer service agreement. She also had a minimum **** assessed to her account last year on 8/2/2021 when she only took **** gallons of propane and was charged and paid for $148.66. This customer has taken a total of ***** gallons total since 4/2018.

    • Initial Complaint

      Date:07/19/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      A few months ago I called and complained about **** being high and tanks being filled when not asked. The situation was explained and my account was changed and I was placed on a payment plan called promise to pay. Later got an email that somone was coming to my house and called Suburban and was told someone was coming to lock my tank. I asked why since I have a payment plan and it was looked up and I was told I am current on my plan and it was a mistake and they were cancelling the person coming out. A week later tank was picked up from my house. I called in and was apologized to multiple times and again told my payment plan was good to go and I even overpaid and have a credit. i stated guess I paid more than I thought. I was told the guy previously was canceled but somehow the work order wasnt canceled and again apologized to and told my tank should have never been picked up. I made sure many times to make sure I wasnt going to be charged for any new gas or redelivery fee to which I was told no and it was their fault and they were going to make things right. Told it would be a little while about 10 days because they had people sick and on vacation. Again made sure I asked if I was going to be charged for gas or re-delivery and was told no. Day of delivery no one showed and we were home all day waiting. Called told appt was canceled and moved to next day. No communication was given and again was apologized to. Now I received a **** even though I was told I wasnt. Called in and was told very rudely why wouldn't I be charged, that it was my fault as i missed a payment etc etc. 1st time ever being told it was my issue and my fault even though talked to over 4 people and apologized to many many times that it wasnt my fault and account in good standing. Calls recorded and all apologies and statements can be verified. Last person extremely rude, accusatory and stating facts are facts though many times over I was told I was ok and account was ok and it was their fault.

      Business Response

      Date: 07/26/2022

      We pick up this customer's tank in June because he made a promise to pay and did not keep it. He did not pay anything in May. We credit back the propane returned and restocking fee and issued him a refund. We reinstalled a tank with 15 gallons and billed him for that propane. Our manager has called him several times about this and he has never returned our calls.

    • Initial Complaint

      Date:07/18/2022

      Type:Order Issues
      Status:
      Answered
      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.
      they just showed up and delivered gas to my house without calling or telling me. I have had the gas tank on my property for over 40 years I normally call for a delivery they have been the same company delivering at the property. And then they say I have to pay the **** like now or get a tank fee added to the **** to. I never signed any paper saying they can just come and deliver when ever they want. I had over a half of tank of gas I just use it for cooking. They said I have to get a delivery every year but they never told me that before and they are adding late charges. They came on my property without me telling them or calling them or having a signed contract for them to auto delivery. That is trespassing. I am not paying the ****.

      Business Response

      Date: 07/25/2022

      We waived the rent fee and lowered the price as a courtesy. Customer was satisfied with the outcome.

    • Initial Complaint

      Date:07/14/2022

      Type:Billing Issues
      Status:
      Answered
      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 suburban propane client for over 20 years. April 2022 I received a tank rental fee of $65 approximately two months later 100 gallon propane tank was removed off of my property with 100 gallons of gas in it. I am a single parent with three children. Suburban propane took over $500 worth of gas from me over a $65 tank rental fee that I have always paid. The staff are very rude and uncouth. This company is stealing millions of dollars worth of gas and putting it back in the holding tank and reselling gas that has already been paid for multiple times. This company does not follow by the code of ethics. Before you make an uneducated decision to use suburban propane I would look up the reviews and see that they are not for the every day hard working American. This company also states that they are unregulated and can take your money and your gas and nothing be done about it. I DO NOT have a signed contract. so you may own the tank But I own the contents.,

      Business Response

      Date: 07/20/2022

      Our CSC Manager reached out to the customer and offered to replace the tank that was removed free of charge.  This will allow the customer to use all the ******************** that she paid for.  She was very pleased with this offer and this matter is resolved.  Thanks

    • Initial Complaint

      Date:07/13/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 scheduled to have my propane to be disconnected on 5/1/22. They were to refund me for remaining propane. Instead they put 6 gallons of gas in and billed me. I called and told them it was supposed to be disconnected. After 2 bills and a shut off notice over 5 weeks time they finally got it and mailed me my check on June 146 weeks later. The post office returned the check because they didnt know I lived at my new address because my name wasnt in the mailbox. I called and told them on June 18th. I have been trying to have this check reissued since that date and they keep giving me the run around. They said its a third party that handles that and it takes 3 days. That would have been fine except its now a month later and they still havent reissued the check. They wont allow me to have the corporate office phone number to try and get this resolved. I have mailed the corporate office but no response. I call every few days and keep getting the same lineit takes 3 days. Well its been almost 30 days. ****** said ******** handles it but ******** isnt handling it. I have been extremely patient. More patient than them. If I was late on a payment they come and lock me from the gas I own within 2 weeks. It has been 10 weeks and still no refund for my unused propane. The total is $184 and change. I am tired of phone calls to them daily to get no answers.

      Business Response

      Date: 07/20/2022

      The original check could not be delivered because of the customer's mailbox issues.  We sent another check, but this took some time since we could not send the new check until we received the original one back. The new check was mailed two or three days ago.  We called customer to see if they received it and we left a voicemail. Thanks

    • Initial Complaint

      Date:07/13/2022

      Type:Product Issues
      Status:
      Answered
      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 changed propane providers on September 24, 2021. After many phone calls and a personal visit to their office, they have not picked up the tank. They owe me money for the propane in the tank.200-300 dollars. I want them to pick up the tank and refund me mh money.

      Business Response

      Date: 07/14/2022

      The tank was removed on 7/1/22 and refund was requested today 7/11/22.

      Thank you,
      ****

    • Initial Complaint

      Date:07/12/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 IN ******** ************ HAVE BEEN WAITING 4 MONTHS FOR SOMEONE TO COME AND REMOVE THEIR GAS TANK FROM MY HOUSE AFTER MULTIPLE COMPLAINTS & CALLS TO THE COMPANY THIS ISSUE IS NOT RESOLVED THEY KEEP TRANSFERRING ME TO THE 800 NUMBER IN ANOTHER STATE AFTER SEVERAL PROMISES THAT IT WAS GOING TO BE PICKED UP - AGAIN THEY ARE A NOT SHOW.

      Business Response

      Date: 07/18/2022

      This tank was picked up on 7/11 and all credits processed on 7/12.Thank you

      Customer Answer

      Date: 07/19/2022

      [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,

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

    Suburban Propane, L.P. is NOT a BBB Accredited Business.

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