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:02/27/2025

  Type:Customer Service 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.

  From the time we lived in our condo,June 2020 - Dec 2024, our Suburban Propane bill was ridiculously erratic and costly. Without change to the climate within our home, our bill would run between $86.00 - $3000.00+ on a monthly basis. I can't understand how this can be. When we would call, they gave many excuses. Sometimes small adjustments were made but not often. I was charged $700+ just before the sale of the property with no reason for the charge. I called and provided them with a closing date for the sale of the property, and am still receiving bills for current usage (Jan 2025). Now as I try to rectify these current charges and the last questionable charge of $700+ the local office and the customer service 800 number are impossible to get a person to talk to. The message encourages their convenient online web page, where I cannot resolve this issue and I received a letter that they are going to report me for nonpayment.

  Business Response

  Date: 03/03/2025

  Our local manager spoke to ******* Straight and explained that the fluctuations in billing was due to some inconsistent meter reads in the past, but that the charges were accurate. She had a few meter reads that were a couple of months apart so the bill would be larger, but that it was also for a longer billing cycle/ time period. We did walk through a few of the transaction and explained how the billing cycle worked from when the meter was read to when she would receive a bill, and what the balance represented for a particular invoice. In regards to the $700 charge, a large portion of this bill was hers, and we explained that this was the bill for the month of December, and that the bill she had paid prior was for the meter usage from November. She did explain that they had moved out of the home at the end of the December, so we reversed the meter read after this time period, correct her balance, and she said she will pay the remaining balance of $312.13. ******* was very appreciative of the information and the call and thanked us for the time and follow up.

  Customer Answer

  Date: 03/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* Straight

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  From Suburban Propane contract & website.. customers use. We maintain ownership and responsibility for the tanks) at our customer's property. As owner of the tank(s), we are responsible for any needed maintenance and compliance with all applicable safety regulations.If the tank ever needs repair or replacement, we do that with no additional charge However received this billDescription Performed System Test Transportation Surcharge Fee ******************************************************************** Price Parts $0.00 Labor $175.00 Transportation Surcharge $9.21 NOTES Company required testing - Passed. Sprayed connections with approved leak detector. RED TAG LIFTED.The undersigned : Knows how to turn off the propane gas supply valve in case of emergency. Has smelled propane and can detect its odor. Understands the service that has been performed. Has read and understands the above statements, and agrees to read the safety information being emailed.Invoice Total:Amount Paid:Amount Due:$184.21 $0.00 $184.2

  Business Response

  Date: 02/28/2025

  We resolved this directly with the customer.  They will be paying for the fee that we charged and in turn we gave a discount of the fuel purchase that was made.  They thanked us for calling and helping resolve the issue and stated that our driver ***** was wonderful.

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** had problems with this company for years. Recently they called about a past due balance I owe them. I told them over the phone I no longer want them as my propane provider and to stop delivering me propane. They came and filled my propane tank again and are now demanding that I pay them for it even though I already told them that I did not want to be in business with them anymore and they continue to fill my tank after being asked not to. They claim they have no record me me requesting the stopping of the service.

  Business Response

  Date: 02/26/2025

  We spoke with this customer and he confirmed that he does not want the tank picked up as stated in the BBB complaint. We will be working with him on his account. He asked us to call him back tomorrow afternoon when both he and his wife are home to discuss the next steps to getting them back to achieving affordable payments.

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had suburban propane for 10 years with no issues until this year. No one in the office knows what the companies policies are and they toss you around from person to person until they just hang up on you. ******** Link, the service coordinator, who is useless does not return phone calls. management wont address me. I've been charged twice what other companies are charging for fuel oil twice this year. They are not upfront with the price per gallon, $5.78 a gallon. After research of my second delivery I found out the going price for fuel oil was 3.64. I could have had my tank filled 4 times from anywhere else for what they charged. I know found out through those 10 years I've been overcharged rent for a propane tank, $75 a year, i just got a letter saying I will be charged $48 a year, figure that out. I've been making weekly payments towards my balance. Out of nowhere a technician, I use that loosely show up to pick up my propane tank that was full of propane I had paid for. He ripped the yellow transportation cap off the tank and left it in my yard and he damaged my siding. Again, I get no phone calls back from anyone. I emailed them pictures and was told it would be forwarded to some department. Again no response after over a week. At this point my account should be wiped clean and a loss on there end. Management has no idea what the company policies are and they do not return phone calls to there customers.

  Business Response

  Date: 02/21/2025

  On Friday 2/7/25 we went to pick up a 60# tank from Mrs. ******** for her account balance being over 60 days past due. Upon ******* pulling in the driveway, Mrs. ******** immediately came out of the house to confront him. Mrs. ******** told him that the tank belonged to them and to get off their property.  Our tech stated that he was there to do his job and we needed to remove our equipment. Customer then got physical with our tech and the police were called. The police responded by saying the tank says Suburban Propane and unless you can prove otherwise right now, we were within our rights to take the tank back. We then removed the tank and the police let him leave after gathering his statement. 

  Customer Answer

  Date: 02/21/2025

  
  Complaint: 22967327
  
  I am rejecting this response because:
  At this point its not about the tank removal it about the outrageous price gouging. You do not call back to help resolve the balance. I never said I owned the tank. I didnt even want that large tank you made us switch from our smaller tank. It is also about the fact your employee caused property damage. As a business you should be more responsible price wise and take responsibility for the damage caused. And other companies asked who I had and they all had nothing good to say. In this economy no one can just take a high price and accept it when there is no need to charge a high price. All I want is responsibly for the property damage. Management is very childish when they cant return phone calls in the first place or it would have never happened. 
  
  
  Regards,
  
  ********* ********

  Business Response

  Date: 03/04/2025

  We will review any evidence of damage that is being alleged and forward to our *************** should we find any reason to believe we were involved.

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been been a suburpane propane customer since 2019 and rent a bul tank that I pay rent once a year.I have had dispute over pricing in the past and worked out an agreement for the "best consistent price available" with the manager at the time. My account was to be marked and reduced from the overpriced amount charged at the time of delivery. The manager that made that agreement , I have learned is no longer there and doesn;t work for the company any longer. On my latest non-requested delivery( auto scheduled) I was charged ***** per gallon, and when I called this time, I left a message with 800 number attendent, the amount was reduced to 3.99 per gallon but that was not our agreement. I called again and was told about the change of management and that they would no longer give me what the prior manager agreed to. I had this issue last refil and ask to buy the tank and they would not sell it to me. I was also told that the cost was directly related to the extremely cold weather that drives up the cost, I did not order the gas during this period and only had 111 gallons which is less than 1/2 of the tank. I feel they deliver it during this time to ensure they can charge what they want to rather than the competitive average rate of 2.80. On top of that they are advertising their "first fill" at 2.49 and told me that they can not give me that rate all the time. I understand that but I also requested a quote to buy the tank and they do not sell them. They also explained that the charge to remove their tank from my property is $750 upfront to remove it and they would give me a partial refund for the gas in the tank. These practices are deceptive , and as unfair as they were in 2019 when they were reported before and when the new arrangement with us was made. it looks as if other customers are having similar issues, and that people are not smart enough to see what they are doing with this pricing. I want the pricing that was agreed upon or I will change vendors at no$

  Business Response

  Date: 02/21/2025

  Our local manager spoke to **** ********, who was extremely nice and we honored the special pricing that the prior manager had promised her. She is now very pleased.    

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my house at ************************************** in December 2024. I called to discontinue my propane service and to have the tank read for the reimbursement of propane that was left in the tank. The tank was locked and read. I have yet to receive my reimbursement and every time I call to inquire about it, I get the runaround. I have called three to four times about this matter and each time they say "corporate has to handle it" or the "check comes from corporate." I have asked for my call to be elevated to a manager and customer service tells me "they will call you either "later today or Monday." I am repeatedly told the lady who issues reimbursements "is on vacation or out of the office." I have never received follow up from the call and still have not received a reimbursement check three months later. Before I sold the house and closed, my real estate agent asked me about the propane and I told her what they told me when I called about the discontinuation of the services, that "their company settles up differently than other utilities because that is what their customers like." My agent didn't believe that sounded right and was worried I was getting the run around. Because we needed the numbers for the closing balance, she called the company and they told her the same thing. I need assistance getting the propane company to elevate this issue and to reimburse me for the propane. This company has been a problem since I started out with them and it has been issue after issue. I can't seem to get past customer service. When I ask for the email of the lady who handles the reimbursements, they won't give it out. How am I supposed to get this resolved if the company continues to give me the runaround. I think they hope people forget to call and check on their reimbursements, so they don't have to pay it out. I want to resolve this, get my reimbursement, and be done with the company. Out of every utility company I have services from, this is the absolute worst.

  Business Response

  Date: 02/18/2025

  Our local store was in contact with this customer on Friday 2/14 regarding this concern with a follow-up scheduled yesterday. We completed the credit process and the customers check will be issued per company procedure.
  

• Initial Complaint

  Date:02/13/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/15/2025 I was billed $5.40 per gallon of propane of which I purchased ***** gallons. When I contacted Suburban Propane to ask why I was charged $5.40 per gallon I was tol;d that the computer set the cost and she was authorized to reduce my per gallon cost to $3.99 per gallon. When I explained that the local completion was charging $3.30 per gallon she was quick to let me know that they have a history of not timely delivering propane. We were cutoff and after 3 more attempts I finally got another representative to reduce my propane delivery to $3.70 per gallon and she promised that her manger would call me. As of 3 days later, I have not been contacted. The national average cost for propane in January 2025 is $2.667. I have since located my previous delivery bill from Suburban Propane from 2/14/2024. I was delivered ***** gallons and charged $5.36 per gallon. The national average for propane in February 2024 was $2.609 per gallon.I believe that Suburban Propane over charges their customers for their product. They also are quick to reduce you costs if you complain about this but are still much higher then local propane providers and the national average. I would like an explaination of why Suburban Propane continually overcharges their customers.

  Business Response

  Date: 02/18/2025

  Our local store manager reached out to Mr. ***** and settled on a resolution for him. We are refunding payment for his most recent delivery on 1/15/25 and we updated his pricing in our system so no further incidents should occur.

  Customer Answer

  Date: 02/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by Suburban Propane in reference to complaint ID ********, and find that this resolution is acceptable to me. Suburban Propane's local manager contacted me after my BBB complaint was opened and agreed to refund the full cost of my most recent purchase. I have received the promised refund and it has been agreed upon that future propane deliveries will not be at overinflated rates. I appreciate his attention and  timely actions in this matter yet I was never given a clear explanation to why Suburban Propane bills in this manner. 

  
  Regards,
  
  **** *****

• Initial Complaint

  Date:02/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm on the pre buy contract. Today, I received a letter stating my contracted payment would be increasing due to usage. What does my usage matter? I paid the initial pre buy down payment and have been paying the monthly contracted amount and now with no notice it jumps approximately $75 per month. This is price gouging and not acceptable. What is the point of offering a pre buy contracted amount?

  Business Response

  Date: 02/19/2025

  Our local manager spoke with Mr. ***** and we are adjusting his price to where he will pay $185.62 a month for 5 months.  This matter is now resolved.

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Suburban delivered propane on12/2724.about 2hrs later I started smelling a strong odor of propane in the ******** was enough to give a very bad headache.i called Suburban and told them.they sent someone to check on it.he found nothing wrong.there was no smell before the delivery.i don't know what the delivery person did that caused the smell and it did not happen with the next delivery.they charged $155.00 for the person checking it out. They also charged me$1.55 for a late fee 30 days after the service and it was the only bill that I received.i do not feel that I should pay the bill because I had no problem before the delivery. Thanks for any help.

  Business Response

  Date: 02/12/2025

  This customer has had the same driver make their deliveries for over 2 years. They took 20.4 gallons, so they were not close to being empty, which can sometimes lead to an odor coming from the tank. We did dispatch a technician to the site and he did perform a leak test, and found no drop in pressure. We will reach out to the customer explain in the future if we dispatch a technician and it is not our equipment to be found at fault, there will be a charge, however we will waive this one for our loyal customer. 

• Initial Complaint

  Date:01/31/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday 1/23/25 we received a call from Suburban Propane calling to confirm a delivery to bring heating oil to my home. I told them that we did not need a delivery and to please not come, I was told that the delivery would be cancelled. The following day 1/24/25, I returned home to a bill on my door for roughly $925 from Suburban Propane for filling my tank. I immediately called and spoke to Star who stated to me that there was indeed a note on the account from ***** to cancel our delivery, and she was unsure how to proceed and would need to get a manager involved. I was told I should receive a call later that day or on Monday 1/27/25. When I did not receive a call that Monday, I called again and spoke to Star who told me that she had not had a chance to talk to the manager yet and that I should expect a call later that day or tomorrow (1/28/25). That call never came either. I called again today (1/29/25) and spoke with ***** who told me that Star was at lunch and I should be expecting a call back shortly. That call has not came. I refuse to pay for a product that I did not order, and it is completely unprofessional to not at least call me back to let me know what is going on and how this situation will be rectified.

  Business Response

  Date: 02/05/2025

  The Suburban *** cancelled the delivery the night before per the customers wishes. The customer requested to be Will **** to control their own delivery frequency. We inadvertently delivered ****** gallons the next day due to the driver not crossing out the delivery and the driver computer getting updated. We are making arrangements with the customer to retrieve the delivery and this satisfies the customer.