Business Profile

Propane

Suburban Propane, L.P.

Headquarters

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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

Customer Complaints Summary

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

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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:01/25/2025
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.
REQUEST WAS MADE JANUARY 21ST, 2025 TO COME OUT TO PROPERTY TO TURN ON MY SERVICE AND TO HAVE ALL MY APPLIANCES AND HEAT WORKING IN MY NEW PROPERTY. I AM DISABLED AND THEY HAVE REFUSED TO EXPEDITE MY SERVICE AND I SPOKE WITH NUMEROUS PEOPLE ONE BEING ******* WHO TOLD ME WHEN THEY FINISHED THEY WOULD EXPEDITE MY REQUEST DUE TO HAVING TO FOLLOW THE AMERICANS WITH DISABILITY ACT AND THEY HAVE YET TO HONOR WHAT THEY PROMISED. I AM CONCERNED AND UPSET THAT THEY MISLEAD, OVER SALE AND UNDER DELIVER. IF THIS DOES NOT GET SOLVED MY MONDAY I WILL HAVE TO CONTACT MY ATTORNEY WHO HAS ALSO CALLED THEM NUMEROUS TIMES AS A FAVOR FOR ME TO TRY TO GET THEM TO UNDERSTAND THAT BY LAW IM REQUIRED TO HAVE THIS SERVICE WORKING AT MY PROPERTY, AND WITHIN A EXPEDITED TIME. I ASK THAT A MANAGER/OWNER AND OR SOMEONE WITH AUTHORITY TO EMAIL AND OR CALL ME TO TRY TO GET THIS RESOLVED. THE SERVICE HAS BEEN HORRIBLE AND I HAVE USED THIS COMPANY WITH THREE OF MY PROPERTIES. ***** DAYS TO WAIT IS UNACCEPTABLE FOR ANYONE.
Business Response
Date: 01/28/2025
This is being resolved with the customer. We will complete the install and system test on January 30th. Customer is happy with this date.
It was scheduled later than that but were able to move it up. We moved the tank a couple weeks ago. At that time the customer was getting a new cook stove that needed to be converted to propane. We had gone back and it was not ready. Customer says it is ready now so we will complete the work.
Initial Complaint
Date:01/23/2025
Type:Delivery 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.
Re: Your name: ***** J ****** Your Account Number: *********** A Description of error: see below The dollar of error: $84.24 Copy of latest bill included Effectively immediately we are advising you via a certified letter that this bill is incorrect and has been incorrect since the supposed delivery of fuel on October 11, 2024.We have been contacting the local office regarding this fuel and have had non satisfaction from them. We are now contacting the main office of Suburban to advise that this is fraud.We started our fuel for my seasonal camper in ********, ** in 2023. At that time we received a full tank of 100lbs. They mentioned that there would be a tank charge of $25 a year. That was the only stipulation. There were no other minimums, or requirements mentioned to me or signed off by me. We told them at that time to never come and fill this tank without me first calling and ordering it, I was not interested in their fill plan. We used approximately 5 gallons in 2023. We went up to our camper in 2024 but had technical issues with our RV and used no propane for 2024. In October of 2024 we received the first bill from Suburban for $80.61. Upon receipt we called the local office and spoke with the sales girl. We told her this bill is incorrect. First, we never ordered any fuel from the company Second, there is absolutely no way to fuel the tank. It had a lock on the delivery port.Third, we instructed them we would not pay this bill
Business Response
Date: 01/28/2025
Our local manager spoke with customer and explained that the charge in question was a minimum bill. After explaining the fee, we agreed to waive it as a courtesy and reinstate the annual tank rental of $48. Customer was good with the resolution.
Initial Complaint
Date:01/22/2025
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.
On January 22 at approximately 7:24 I contacted suburban propane emergency number. An automated service informed me that the wait would be OVER 20 Minutes. It also asked if you wanted a call back and to press 7. The FIRST time I called, I pressed 7 for a callback. It said we are not taking calls. I had to call back a SECOND time. I held on the phone for an ADDITIONAL 29 Minutes. At 5 minutes, someone hung up on me. I called a THIRD time and held on 18 minutes and someone came to the phone. I spoke to the young lady who was VERY POLITE and informed her that in my community (***********************) when the temp reaches BELOW 15, that a pipe has frozen and it only affects the 6 houses on my row. Low and behold one of the neighbors said there was a leak and suburban propane TURNED OFF ALL OF OUR UNITS. NOT ONE TRUCK was in the neighborhood! Two different people called me with 2 different excuses. My neighbor had an additional excuse! Excuse#1 the roads are icy (I work outside and they were not) Excuse#2 it's too cold outside. Excuse#3 They don't have enough trucks. Excuse#4 The drivers had to many hours. This is a total embarrassment. This has happened to our neighborhood 4 times in 20 years and this year was the WORST response from suburban propane. Not only do I have a disability but I have a 3 month old in the house as do, my neighbors. What's the purpose of advertising 24 hour emergency service if no one is going to respond AFTER HOURS! This is a travesty. I have NEVER had **************** in the event of an EMERGENCY like this in all of my life. Appalling...
Business Response
Date: 01/28/2025
We began working on this situation as soon as we possibly could and first assured that the home was safe and secure. The ******************** was called and turned off tank. Site cleared and deemed safe. Tank was at 60%. We discovered that the meter feeder tank regulating equipment was frozen. We restored service to the building and its occupants after successfully troubleshooting the regulator. We also issued $50 good will gallons to each of the 6 account holders. This has been communicated by local representative to this customer.
Initial Complaint
Date:01/22/2025
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 inherited the Suburban Propane Tank after buying my home. I have noticed that Suburban Propane seems to be engaging in price gouging as their rates are not comparable to other companies or the average rates per gallon in my area. The U,S. ********************************* rates the average rate for Residential Propane in N.C. to be at $3.40/gallon as of January of 2025. I was charged $5.88/Gallon yesterday after my tank was down to almost empty (they supposedly monitor the tank's status). It is extremely cold and dangerous, and I have no choice but to get propane. My bill was $1535.12 for ***** gallons (includes taxes and fees). This is not sustainable or reasonable for this area. I just called a local competitor (***** Oxygen and Supply) who is charging $3.10/Gallon of propane.I will need to change providers as I feel that I am being taken advantage of in a time that I am vulnerable.
Business Response
Date: 01/23/2025
We spoke with this customer about her pricing and we agreed on a price to rebill the last delivery. We also gave her a locked in price until June 2025 and we will go over the different pricing plans available for her at that time. Customer is satisfied and the complaint is resolved.
Customer Answer
Date: 01/23/2025
[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,

**** *******
Initial Complaint
Date:01/21/2025
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 called Suburban Propane since January 6, 2025. I was told that day that I would receive a propane delivery within 7 days. I told her I am currently at 30% and she said I would get a 100 gallon delivery. I asked if I could get the gas before seven days she said they tell everyone that but it could be sooner. I called back one week later Jan. 13, 2025 and was told by ******** that it takes ***** days to get propane and I was on the schedule for today but my regular day is Thursday. I tried to clarify what she was saying to no avail. I called back on 1.16.2025 and spoke with ******** again, she informed after I let her know what I had been told by them and still did not have gas.. that their truck was broken and I could get gas Friday, Saturday or Sunday. She said she would send an email to the manager and the driver. To this day, I have no propane. Jan. *******. 1.20.2025 I was told by ******** that they delivered propane to my home 1.18.25, I told her I was home all day Sat and did not see the propane truck. I asked for **** she said the trucks have cameras and gps. She said that she would get confirmation to me. I checked the gas meter and it was 20%. there was no receipt left by the driver to confirm gas was delivered. Noreceipt on door.I told her all those things she said that she had a copy of the receipt, but she sent me a delivery ticket.not a receipt conf I received gas. she sent me a satellite image of my home the image was an old one and nothing resembled my current neighborhood.the satellite image, shows 2 blue markers for the truck parked farcaway from the gas tank. I called back to speak with a manager bc it is cold here and getting colder. I spoke with ***** 1.20.2025 He said he was forwarding to the Regional Director in my area and I should expect a call.24 hours later No One call from **. I noticed they have the gas delivery on my account to charge me for 88.2 gallons of gas I did not receive. I will not pay them anything.
Business Response
Date: 01/23/2025
We stopped by the customers residence to check the gauge to see if it was not working properly and the gauge works fine. It shows that we did make the delivery. We spoke with the customer and she acknowledged that she read the gauge wrong and she is going to pay for her recent delivery. Matter has been resolved.
Customer Answer
Date: 01/23/2025
[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,

***** *****
Customer Answer
Date: 01/30/2025

Complaint: 22840529

I am rejecting this response because:

On January 27, 2025 I called Suburban Propane (SP) and spoke with **** on a recorded line to request they come and pick up my tank because I chose to change propane providers due to everything SP has put me through for the past 3 years. I also told him I just got a gas delivery and that I have not used much and wanted them to adjust my bill accordingly. To charge me for what Id consumed since it was very little and they were getting the majority back. He assured me that was their policy to adjust the billing for the unused propane and he would notify the appropriate office to come and retrieve their tank.

On Tuesday Jan 28, 2025, ******** from the local ********* called and said she was calling because I had questions about my propane tank. I told her I clearly informed **** yesterday about what I needed and had no questions but I need them to come get their propane tank. She said well you just got gas and we cant pick it up until it has 20-30% left and to call her back when Im at that level. I told her my new propane company had unhooked their tank and installed my new one and theirs is ready for pick up and i wanted them to adjust my bill. She then said they do not adjust bills and they have no use for the propane she said well we could release it in the atmosphere. I said ok. She said well its so close to your house so I dont know. Then she asked why I switched to another company. I told her for many reasons and I would not discuss them but I needed them to pick up their tank asap. She said they dont pick up tanks with gas in them. I told her what **** said on the recorded line she said she would ask her manager and his to listen to our conversation. Ive not heard anymore from them. Their awful service just continues.

Its ironic that she told me to call her back when its at 30 percent. Well theres gas in it. If they can get it at 30 they can get it at 80. The new company moved it without any issues.

I have no need to have their propane tank on my property. It is theirs and I need them to pick it up and adjust my bill accordingly.

They have given me conflicting information. Just as ******** always does. She is the reason I left them.

I look forward to hearing from you.

Thank you.

Regards,

***** *****
Business Response
Date: 01/30/2025
We did inform the customer we cannot pick up a tank with 80% product in it. Propane was just ordered. We are not obligated to issue a refund for unused propane that has been purchased. Customer could have used up the purchased ******************** prior to requesting the tank be removed.
Customer Answer
Date: 02/13/2025

Complaint: 22840529

I am rejecting this response because:

I am following up regarding the complaint. I have not heard from Suburban Propane. They have not come to pick up their propane tank. Please advise.

Regards,

***** *****
Business Response
Date: 02/17/2025
We told the customer that the tank needed to be at less than 10% before we could move it. We understand she wants us to pump out the propane and refund her but we went out of our way to prove that we did indeed make a delivery when she told us that is was impossible, including our manager personally making a visit to make sure the gauge was reading correctly. Now she wants us to remove her full tank altogether. We do have her on schedule and will get to her as soon as we can.
Initial Complaint
Date:01/16/2025
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.
I signed a prebuy contract with them. I am on auto delivery. This is not the first time they have let me run out of fuel. I have been told I am on the schedule to be delivered but they will not guarantee it. They are not helpful. They give you the run around. I signed a contract that they will not honor.
Business Response
Date: 02/13/2025
We apologized for any inconvenience but we are happy to report that the customer will remain with **********************.
Customer Answer
Date: 02/13/2025
[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,

****** ******
Initial Complaint
Date:01/16/2025
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.
We own our propane tank and ordered 300 gallons of propane on Jan 3rd, 2025 our tank was at 20%. On Jan 9, I called to see when our delivery date would be since it had been a week since we ordered, the lady on the phone said she cannot tell me exactly but our ticket is printed and we should be on the next route. On Jan 11, we called again due to having to shut our propane off and having no heat in our home with a baby and being 7 months pregnant to ask again if they knew when they were coming. The man told me that I could pay $632 and theyll come out today we already paid $570 and did not have the money to pay anymore. At this point it had been 8 days since we placed an order. We have family who rent their tank through Suburban and ordered the same day we did and got their propane the next day. When I brought this up they said since we own our tank and they rent their tank they are first priority. On Monday January 13, I called again and the lady said we are now expected to get our propane anywhere between Tuesday Jan 14 and Friday Jan 17. On Tuesday Jan 14 I called and the lady said itll be between Jan 17 and Jan 23 I expressed how we have a baby and Im pregnant and have no heat or access to our stove. The woman rudely stated that was not her problem. On Wednesday Jan 15 I called to inquire if they knew when wed be getting a delivery. They suggested we pay an emergency fee for our propane to be delivered within the next 4 business days. I expressed how our date was supposed to be between Jan ***** and that this means we are now in our delivery date window and didnt see why we needed to pay a fee. We ended up paying a $213 emergency fee on Wednesday Jan 15. Thursday Jan 16 I called again and the woman stated we are still not on the route for propane. Its been almost two whole weeks since ordering propane. Weve been out for almost a week. Living between families homes or freezing in our home with a baby and no access to our stove.
Business Response
Date: 01/17/2025
The order was placed on January 3 with a possible delivery date of January 17. On January 14th a path blocked was entered without any description why. The order was put back in and it looks like we are scheduled to deliver tomorrow the 18th. We spoke with her and explained she needs to order sooner when it is cold out and we had the promise delivery date of 1/17.
Customer Answer
Date: 01/17/2025

Complaint: 22819841

I am rejecting this response because:
When we placed an order we were told 7-10 business days MULTIPLE times. The 10th business day meaning Friday January 17. We were also told that they attempted to deliver on Monday January 13, but couldnt do to icy conditions which is different then what you are stating currently. we dont have an actual driveway and its all flat grass, so there is no icy conditions because there is no ice. My husband has spent multiple days shoveling snow paths as well. We were told that if we didnt pay an emergency fee we would have been waiting another 4 business days to receive our propane. We have also been told in the past to not order propane until we reached 20% in our tank which is what we were at when we placed an order on January. This is unacceptable, we have a baby and Im 7 months pregnant. We have been displaced from our home for a week now due to the lack of care this company. I was told we should get our propane tomorrow and if we do not we will not be able to keep our pipes from freezing when the weather drops below zero next week. The fact we had to pay an emergency fee to get propane is absolutely disgusting. The fact this company can lie and change their delivery dates is also disgusting.
Regards,

******* *******
Business Response
Date: 01/26/2025
We made the delivery on the date promised. For Will **** customers, you should always call well before you need the delivery to be safe as it is very busy during the heating season but we meet our promised time frames as long as the conditions are safe to do so.
Initial Complaint
Date:01/08/2025
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 received an abnormally high bill from suburban propane located in ***********. I called the following day to see what the charge per gallon rate is and was told they dont provide any information on rates without a name and address. I thought that was odd to not be transparent with their pricing, so I provided my mothers name and address. I was then told that I would be offered $3.5 a gallon to which I replied is odd that I was just charged over $7 a gallon yesterday. The receptionist began scolding me about lying about my name and refused to acknowledge the extreme difference in cost. I suspect they do this regularly and that is why theyre not transparent with their pricing. It doesnt seem ethical or legal to adjust the price based on someones address.
Business Response
Date: 01/09/2025
Customer called in inquiring about new customer pricing on customer owned equipment. She does not own her equipment and is a current customer, leasing her tank from **********************. We agreed to rebill her last invoice at a lower price as a courtesy.
Initial Complaint
Date:01/07/2025
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.
Suburban services our propane, which heats our home. We paid (close to $1000) for a fill on Dec. 20th. They have said they're coming no less than 5 times and do not show. When we call they say we were never put on the schedule and their only reasoning is that they are short staffed. The manager, ******, acts like it's a joke to them and has no answer as to when anyone will come. We are under 5% left at this point and with forecasted temps getting as low as under 10 degrees we have no solution and no idea when, if ever, we are getting a fill up.
Business Response
Date: 01/08/2025
This customer is a Will **** *** customer. A delivery was requested on 10/23/24 for 250 Gallons and customer would pay the driver at time of delivery. On 10/25/24 we attempted to make delivery but no one was home and we tried calling, but got no answer. Therefore driver did not make delivery since he was unable to collect on the *** account. On 10/28/25 we made a second attempt to make a delivery but again, no one was home and no answer to phone calls. At this time we billed a delivery fee for making the trip out there again, which we later agreed to waive as a courtesy. On 12/20/24 customer called to order ******************** said he was at 20% and pre-paid for delivery. On 01/06/24 delivery was made. We explain to all Will **** *** customers during this time due to the Holiday schedule and current demand to expect delivery within approx. two weeks.
Customer Answer
Date: 01/09/2025

Complaint: 22779740

I am rejecting this response because: We did schedule a delivery for October. We were told that no one needed to be home and once they filled the tank to get an accurate charge they would call for payment. We did this because in the past we have had issues getting reimbursed. They did not put gas in the tank that day because we were not home.
On Dec. 20th we called at 20% and paid in full for a fill up. We were told 7-10 days. That came and went with no delivery. I called on Saturday January 4th to get status and was told they never scheduled it despite me having paid in full. I expressed concern that our tank level was low and we had bad snow and low temps expected. They said they would get a delivery out the next day, Sunday Jan 5th and waive the emrgency delivery fee since it was their fault.
On Sunday no one showed up. I called again and was told they did not know why no one came out but they would have their guy call me. He did and said he was an hour and a half away and he did not have gas to fill up the tank and did not know why they would have him call. He said someone would come out monday the 6th. I told him we were going to get slammed with snow and no-one was going to show up. He said they would regardless.
Monday the 6th, no one showed up. I called and was told the snow imapcted delivery and they would have the emergency guy come out. He called me again and said the same thing as last time, he did not have gas to fill the tank. He only had an external 23lb. unit. He said he would make sure someone came out Tuesday.
Tuesday the 7th I waitied until around noon time. No call or delivery so I called and was told they see us on the schedule but no driver is assigned and they really didnt think I would get a delivery that day. I requested a manager. After making another call the manager finallly spoke to me. She was rude from the start and said her staff is tired and they've been working hard. Had no answer as to when Id get gas. I said if we dont get a delievery today I was going to contact the local news because of what we've been through. She promised to call me back with an update.
We had been using space heaters in our home since January 4th to preserve gas and lowered the thermostat just to try and get through.
Tuesday a short time after we talked to the Manager, a guy from suburaban rang our ring doorbell. No one was home but i answered he said he was brand new and didnt know where the tank was. I directed him to simply look in the wide open back yard and see the 500 tanks sitting right infront of the driveway. He did and we finally got our delivery.
We never recieved a call back from the manager. We never received a call back from the regional manager that was requested on Jan 5th. We were told that because of everything we had to deal with that we were going to receive a discount as well and have not heard any follow up there either.
Suburban is a utility company. We depend completely on them for our gas to run our heat. Nothing that took place with our order is excusable. They had a paid in full customer using space heaters and preserving gas for days because they failed to be able to do their job. And to top that off we get an attitude from the manager who accepted zero responsibilty for her companies response and actions.

Regards,

***** ********
Business Response
Date: 01/10/2025
We left the customer a message and are willing to offer a price concession as a one-time courtesy. Hope to hear back from him soon.
Customer Answer
Date: 01/10/2025
[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,

***** ********
Initial Complaint
Date:01/06/2025
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.
We have an account with ********************. We prepay for our fuel every year. We are suppose to get a delivery every 6 weeks. At the 7 week **** I called and they told me I was set for a delivery on 12/30/2024. No delivery was made. I called the next day and they told me the driver cancelled my delivery and I was not rescheduled and they would be closed for new years. I was then told I would get my delivery on Friday. We got a storm and we were out side all day cleaning up and waiting for them. They never showed up. I called at noon and they said yes getting your propane today. They never showed up. Drive said he could not get in driveway. That was a lie. Now here it is Jan 6th. I called and they said I'm not on a delivery for today. Maybe within next 2 days. We are two weeks over delivery and they don't care. We have been having to turn our heat off at times so we don't run out. We are going below zero and possibly no fuel to heat the house. They did this to us last year and our tanks went dry. They should not be allowed to cancel without a reason and then make us wait weeks to get propane we have paid for. I suffer with multiple autoimmune diseases and the cold makes me worse. We do not make them wait for money for services, we should not have to hope and pray we get the services we paid for.
Business Response
Date: 01/07/2025
Our local manager spoke with the delivery driver on Friday as he called the office to say he could not make the delivery because of the snow. The area had been getting heavy snow since Thursday afternoon. We talked to ****** this morning, she is getting her delivery today.

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