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:12/31/2024

  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.

  Dear BBB,We recently purchased a home that came with a propane tank on the property, which is apparently owned by Suburban Propane. The previous owners seemed to have had a lease agreement with Suburban Propane, but we were never presented with, nor did we agree (verbally or in writing), to assume this lease as part of our home *********** closing, no paperwork related to the propane tank or any lease agreement with Suburban Propane was provided or signed by us.Approximately one month after purchasing the home, Suburban Propane contacted us requesting that we sign a lease agreement. We declined and instead asked them to remove their tank from our *********** our surprise, Suburban Propane now insists that we pay for the removal of their tank. This demand is unreasonable. We have no contractual obligation with Suburban Propane and never agreed to the presence of their equipment on our property.We believe Suburban Propane should remove their tank at their own expense or, alternatively, pay us a storage fee for its continued presence or transfer ownership of the tank to us (It is approximately 30 years old and is nearing the end of its lifespan).We are seeking BBB's assistance in resolving this matter to ensure that Suburban Propane fulfills its obligation to remove their tank without imposing unwarranted costs on us.Thank you for your attention to this matter.Sincerely,Dr. ***** ********* **************************************************************** Cell: ************

  Business Response

  Date: 01/02/2025

  We have made many attempts to accommodate Mr. ********** After review we are going to have the tank removed at NO cost to Mr. ********* as a courtesy. We will schedule that as soon as we are able.  

• Initial Complaint

  Date:12/30/2024

  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 received propane gas 11-19-2024. Fellow showed me how to read gauge to check in a week, because I told him I had not used my logs due to odor and fire alarms going off..the company told me to contact my installer if gas line in January 2024, the bill for that was $125, they could not find find a problem they thought it was where logs were newnever used logs because of smell and alarms going offI told delivery man so that is why I checked my gaugedI had the gas tank and logs turned offwithin a week my gauge was down 7 gallonscalled suburban and they sent out repair manhe found that gauge was malfunctioning forcing gas out at incorrect timesI talked with ***** in the Norton VA office @ 12-1-2024 asking for reimbursement of 60 gallons of gas they had delivered, for which I had not used due to smell and alarms..***** had to talk to her boss who was out until later that daytold her that was fineI heard nothing on Monday before Christmas I called and ***** was out of office until Thursday the lady I talked to said there were no notes made by ***** on my account , she said she would ***** a note to call mewell that has not happened and I went to suburbans websie messaging them about this issuehave heard nothing

  Business Response

  Date: 12/31/2024

  Our local manager spoke with this customer yesterday and we agreed to issue a credit for the propane as a courtesy.  Matter is resolved.

  Customer Answer

  Date: 12/31/2024

  [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:12/30/2024

  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 11/26/24 I contacted suburban propane notifying them that I was changing propane suppliers. This call was to inform them that their tank needed to be picked up as the new supplier had delivered and hooked up the new tank. I have contacted them weekly regarding the tank still in my driveway, I have contacted them weekly regarding the tank still in my driveway, it has been over a month with no scheduled pickup date at this time. The tank is in the way for snow plowing services and I have received complaints from the town due to the tank remaining in my driveway for an extended period of time. 3 weeks after notifying suburban propane of the changes and that the tank should be picked up. I was invoiced another Year's worth of rent for said tank. The tank needs to be removed as soon as possible or I will need to take legal action and hire another company to remove it.

  Business Response

  Date: 01/03/2025

  Our local manager called ****** and confirmed the tank will be picked up next week 01/09/25.

• Initial Complaint

  Date:12/23/2024

  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 canceled my account with them on ********* and have been trying to get them to pick up their propane tank and issue a refund (minus fees). I have called and spoken to them 8 times, Tank was disconnected on 22Oct2024. Now they are trying to charge for a fill up that happened somewhere on 26Nov- I DID NOT receive propane from them - I have been trying to rectify this but they just keep mailing a bill. When I spoke with them about this on 29Nov I was told tank would be picked up on 20Dec. It's now ***** and they still have not picked it up and today I received another bill (******) for propane that was not delivered to me.

  Business Response

  Date: 12/27/2024

  Our local manager spoke with *******. We will remove the tank on 12/31/24 and also waive the tank rent fee that just billed last month. Last delivery will be removed off of her account. Customer is satisfied and this is resolved.

• Initial Complaint

  Date:12/23/2024

  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.

  This local company in ********** are ripoff artists at best. They just charged me 7.46 / gal - Amerigas and ******* Gas are 3.54/ gal.They are charging more than double. Sounds like price gouging against hurricane ravaged Pinellas County Residents !Also when I first turned on my pool heater I smelled gas which is normal but I wanted to check and they said it was normal but they needed to send someone out. I said no need but they said it is their policy to do this. Then they charged me ****** for someone to come out and literally stand there and smell for ga

  Business Response

  Date: 12/27/2024

  We have removed the service fee and rebilled his delivery to hurricane pricing.  We explained to him that the price he received was not what was actually billed since our system updated the hurricane pricing after the delivery was made. He understood and was very happy with us for reaching out to him. Customer is satisfied.

  Customer Answer

  Date: 12/27/2024

  [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:12/14/2024

  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 had a Surburban propane tank that was used for a fireplace i contacted them to change the setup over so i could hook up my backup generator, a tech came out and checked everything and said the tank would have to be replaced because of the date on it , I was charged @ $140.00 for this information , the tech came back around two weeks with a tank some tubing a regulator and a valve inside a box he installed everything ,then he sent me a bill for $774.57 i called his office and told them i thought the bill was to high i was informed that it was to low so i told them to come pickup everything they had installed and i wasn't paying the bill in about two weeks the tech stopped and picked up all of their stuff ,but they are still billing me with late charges i called and told them that i wasn't paying ,iam still being billed

  Business Response

  Date: 12/16/2024

  This has been resolved. Tank and equipment was picked up so we are crediting back all charges. Customer is aware and will be receiving a refund of his payment that was made on the account. 

• Initial Complaint

  Date:12/11/2024

  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 moved to a new county. From ******** to otsego. When I lived in *************** I used suburban propane company. I moved in October and tried to apply for heap in my new county and my new county cant help me because the corporate office in ********** refuses to give it back to heap department in *************** to then *************** can give it to my new county which is otsego. I'm going to run out of heat at my new house and im out of options. I dont know what to do. Thank you for any help you can give me. I have been fighting for over a month to get it back to my old county so I can get heat for my new house.

  Business Response

  Date: 12/18/2024

  Customer moved from location we had been servicing. Catholic Charities was refunded on 10/22/24 for the security deposit amount. We did the final meter read on 11/6/24. Her HEAP benefit was sent for the address she just moved out of. We refunded after we received it on 11/25/24. We refunded it to the County on 12/1/24. If she has not received it as of yet, it is probably tied up with the US postal system.

• Initial Complaint

  Date:12/04/2024

  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.

  September 2024. We evicted our ********* in June and are now ready to move into our rental/retirement home we've had for 14 ****** that 14 yrs we've had the same propane ***** mentioned ******** Sept I contacted them to say we're moving in soon and need the propane turned on and that was to take place in October but unfortunately the hurricane hit and suburban propane was swamped with calls that were much more important than mine at the time and the propane with an inspection was now taking place on Nov 18.the man came out and told my sister that he wasn't turning it on because there's an outside outlet too close to the tank and we'd have to move the take at our cost.i called the office to make a complaint that said for the past 14 yrs the outside outlet wasn't a problem until I had to have the account in my name now.i was told maybe the drivers just never noticed the outlet and it can be moved at our cost or have the tank moved.i said ok come get your tank and reimburse me my 112$ for a full yrs tank rental starting in September of 2024.i was told NO suburban doesn't do that you can't get reimbursed.i said I had to pay for a full yrs rental in advance before the inspector ever came out and if I knew he wouldn't of turned on my tank and say I gotta move my tank or remove the outlet I would of never allowed this to go on i just would of converted to all *********** now out 112$ for a full yrs tank rental that I'm not paying to move and I'm not removing my outlet that's been there for over 15 yrs plus. I live in ******** still and won't be moved down until January now which means I'd have to pay an electrician to remove my outlet if I want hot water and a stove to cook on....I just want my money back and I'll figure out the rest later.

  Business Response

  Date: 12/11/2024

  We agreed to credit the rent payment once we remove the tank from the customers property.  The tank was removed today and was empty. We will issue a credit for the tank rent and that process should take up to 14 business days.

• Initial Complaint

  Date:11/25/2024

  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.

  October 31, 2024, I paid $167.98 to have my propane appliances checked. They were operating fine. Propane was delivered but they did not light the pilots. I paid $106.49. I called several times for them to light the pilot but, they want to charge me an additional fee for a service that should have been completed at delivery.

  Business Response

  Date: 12/02/2024

  Our customer service representative spoke with this customer. We sent a driver over to her on Wednesday night.  He topped off both of her tanks and made sure that everything was lit.  We apologize for any inconvenience.   

• Initial Complaint

  Date:11/20/2024

  Type:Billing 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.

  In 2009, the contract for the propane service was under the original owner. I later transferred the account into my name, and from that point forward, I was receiving bills in my name and paying them directly from my account. However, earlier this year, ****** ******* unilaterally changed the account back to the original owner without notifying me.When I contacted her, she claimed that the company never had a valid contract with me and that their staff had made an error when the account was transferred into my name. She stated that because she had a signed contract from the original owner, she changed the account back to them. I dont believe this action is legal nor a binding contract.Ive been requesting the removal of the propane tank for some time, and it took multiple emails to the manager, ******** ****, to address this issue. As of yesterday, I sent a final letter formally closing the account and notifying them that no further payments will be made.Following this, ***** ****** contacted the original owner, who then called me to state that they are not responsible for any dealings with Suburban Propane.

  Business Response

  Date: 11/25/2024

  This issue has been resolved and the tank was removed from the customers location.

  Customer Answer

  Date: 11/25/2024

  [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, I still waiting for the credit back for the propane that was still in the tank.
  
  Regards,
  
  ***** *********