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:10/02/2024
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 8/21/24 a delivery of propane was made to my home. Shortly after we began to smell a faint odor of gas they grew stronger over the following couple of days. We contacted the fire department and they had us evacuate the home and they closed off access to the entire area. They stated it was a gas leak and they shut everything off and cleared the home of the fumes of gas. They told me to contact my gas company. I contacted Suburban and had to leave a message. Someone got back to me eventually. I explained the issue. They sent a technician to investigate. He could not address it. He called his supervisor who showed up a short time later. He stated there was a leak in the line. As an 81 year old I was fearful of continuing to have gas in my home after this scare, so I told him I was cancelling my service and going to all electric. I want to note that I have been with Suburban for over 40 years.The supervisor offered to remove the tank. Which he thankfully did.When they left with the tank I realized they had left 2 feet of line exposed outside. They left several of line in the kitchen. When I called to ask about gas left in the line and about having the lines removed I was told "No" because they could not come into the house. Even though they had been in my home earlier working to address the leak. I was told by Suburban to hire someone else to come to my home and deal with the lines. I hired someone else.Suddenly I began receiving harassing daily phone calls from a Suburban representative about making an unexpected payment. Then I received a mailed notice with double the amount from the phone calls. I did not use the delivered gas in the tank due to the tank being removed. After ****************************************************************************************** response to the leak and the harassment I've encountered since cancellation. Now they want to charge me for removal of tank as well after they offered to remove it that day because of my fears.
Business Response
Date: 10/04/2024
We followed all proper
procedures when responding to this gas leak. We removed the tank and billed for
the removal per the customers contract. We do not do inside plumbing work at
this branch and the customer was instructed to call a gas certified plumber for
any interior work needing to be done, as all of our other customers are.
Customer Answer
Date: 10/08/2024

Complaint: 22368162

I am rejecting this response because:
I was not made aware of a tank removal charge. The young man offered to take the tank. He never mentioned a charge.
Also, it appears now that I am being charged for gas I did not even use.

Suburban keeps stating that they are not allowed to come in or work in the home. However, they spent a great deal of time in my home looking at and checking my stove, checking the line and they even moved my stove around.
It is how I was handled and dealt with by Suburban following such a terrifying experience. No one, other than the workers, has shown any level of concern or customer service or took the time to explain.

Regards,

Isabell Washington
Business Response
Date: 10/15/2024
The customer's contract contains these stipulations. Customer was not charged for gas she
didn’t use, she was credited back the gas in the tank minus $1/gal pump down
fee. We have the same removal charges for every customer. We do not do interior plumbing
work. This doesn’t mean we don’t have to go inside occasionally to test things
that are being serviced by the propane tank outside of the home, but that we do not work on any of the appliances or interior plumbing.
Initial Complaint
Date:10/02/2024
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.
I purchased my property here recently at *************************************************. on my buyers contract it states that the propane tank belonged to our property. Suburban propane without notice came to my property while no one was home. they removed a locked chainlink gate off its hinges to access and remove our tank off the property without notice. Additionally our tank was recently filled by another company. Suburban propane refuses to pay us for that propane. They offered to re install the tank, that they stole if we sign a service contract with them so that we can use the propane we recently already paid for. Suburban propane has yet to even prove the tank actually belongs to them.
Business Response
Date: 10/04/2024
We have reviewed the complaint, the letter sent by the customer and our files. We have confirmed with our **************** that the tank is in fact the property of Suburban Propane. Therefore, we will not be returning the tank to the customer.
Customer Answer
Date: 10/05/2024

Complaint: 22368152

I am rejecting this response because:
The business has yet to prove to my wife and I that the tank belongs to them.. additionally we have a contract in our buyers agreement to states otherwise. Suburban propane had no right to enter our property without notice. We have no contract with suburban propane that granted them permission to enter our property let alone grant them permission to rip a locked gate off its hinges to enter and steal our property. If in fact the seller had illegally sold my wife and I that tank with this property. The correct action for suburban propane to pursue would have been civil legal action between the individual they had a contract with. By Illegally entering my wife and Is property suburban propane has engaged in trespassing and conversion. The action was malicious, abusive, and Illegal. I am a disabled Veteran and have been left without a way to heat my home, cook, or have hot water. We intend to pursue legal action if property is not returned.

Regards,

***** *********
Business Response
Date: 10/10/2024
As we previously stated, we have documentation with the sellers, prior owners of the home, confirming that they rented the tank and never took ownership of it. The prior owners also paid Suburban tank rent for the tank for the entire contract period while they were living there. Clearly they were aware they did not owner the tank and as such, they could not sell this tank to any subsequent purchasers. Therefore, we are the lawful owners of the tank and will not be returning it.
Initial Complaint
Date:09/27/2024
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.
This past April, there were a series of flooding in my area and the flood water turned over my propane tank. I called Suburban Propane after the water receded and was given a date when the tech would be out to stand it back up, well that date came, and the tech never showed up. I waited for a couple of days for Suburban Propane to contact me and nothing happened, so I called them back. I was told Oh, we had to send the tech to College Station for issues over there so nobody considered giving me a courtesy call or sending me an email or something. The lady apologized and rescheduled me for another appointment and again, the same thing happened, the tech did not show up. I called to schedule a refill, and the lady said that they were a least three weeks out because of the aftermath of Hurricane *****. I went ahead and scheduled and again, it happened, no one showed up. At this point, I was furious and called Suburban Propane ( on Sept 5, 2024) and asked for the manager, which the manager was not in. The manager, ******, called me back and just lied. She said her tech had been out to my home three times and each time the ground was too wet to drive on to get to the propane tank to stand it back upright. When I told her that no one comes out because I was at home on those dates and I had security cameras, then she changed the story and someone could be out on Sept 24, 2024, I told her that was too long and just disconnect my service and to come and pick up their propane tank. Today, Sept 27, 2024, the propane tank has not been picked up and I called again to get the corporate office, somehow ****** found out, called me, and left a voice mail saying that they will be out Monday (Sept 30, 2024) to pick up the propane tank. This is a customer that does not care about their customers, especially during natural disasters (i.e. flooding, hurricanes, etc.)
Business Response
Date: 09/30/2024
This was resolved prior to receiving this complaint. We picked up his tank on 09/27/2024.
Customer Answer
Date: 09/30/2024

Complaint: 22349810

I am rejecting this response because: Suburban Propane did not pick up my tank on 9/27/2024. I would have never written the BBB if they would picked up. Lies after lies after lies. They would say anything to not to make themselves look bad.

Regards,

******* ******
Business Response
Date: 10/04/2024
This tank was removed 9/29. Thank you
Initial Complaint
Date:09/18/2024
Type:Product 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 11/10/23 I terminated my account with ********************** and requested that they pick up their tanks and refund me for the propane that was in the tanks. to date, the tanks have not been picked up and I have not received what is due me for the propane in the tanks. I have called monthly to see the status of the pickups and they said they will get someone out to get them. Again, they are still not picked up and I have not received what is due.
Business Response
Date: 09/23/2024
We followed up with the customer and told them tanks would be picked up, which they were. We also processed the refund 9/20/2024. We later followed up and told her the time frame in which she would be receiving it in. She thanked us for the follow up.
Customer Answer
Date: 09/24/2024
[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:09/08/2024
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.
On Thursday September 5 a Suburban Propane came to my door and spoke to my husband via my ring cam. He stated that we needed to set up an online account. We moved into our new construction in December 2022 and was only told by the builder that when our propane tank got low to call Suburban propane to have it refilled. Fast forward to last Thursday when a technician showed up at our door to tell us we needed to set up an online account. Up until this I have not received any correspondence via mail, email, telephone, or door hanger from Suburban Propane. Today, Saturday September 7 my husband was trying to cook and our stove would not come on. He went outside and discovered that a lock had been placed by Suburban Propane when the technician came on Thursday. When I called Suburban Propane today I was informed that the lock had been placed because an account had never been set up in my name. Not only was my tank locked but no technician could unlock it until Monday during normal business hours. When the customer service agent looked up an account belonging to my house there was no balance, with a phone number attached that was not mine or my husbands. Because the tank is locked I can not use my stove or oven therefore can not cook until the lock is removed. Again this was all done over an account being set up. I have never received any type of disconnection notice, email, phone number, or door hanger. And when the tech came on Thursday he never said anything about locking the tank. This is completely unacceptable and very poor business practice. I was promised a phone call from a regional representative and did not receive any phone call from anyone at the company.
Business Response
Date: 09/10/2024
We unlocked their tank yesterday and they are setting up an account. The customer satisfied with the results and resolution.
Customer Answer
Date: 09/10/2024
[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:08/26/2024
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.
We had a house built and moved in February 2005. Suburban Propane buried a large tank in our back yard. We used their services for many years until our neighborhood had a gas line installed. At that time we informed Suburban Propane that we no longer needed their gas and we would like to have the tank removed from our yard. They sent someone out with a pick up truck for the tank. He was not able to do so. They continued to bill us a yearly rental and we informed them repeatedly, by letter and phone calls, that we no longer wanted the tank.This past spring they sent a crew out to mark our cable, electric, and gas lines. Shortly after that they sent two men out to see how they would remove the tank. On May 22, 2024 we received a bill for the tank rental. We talked to ***** and ******* and we were informed that they were having problem finding a contractor to remove the tank.We have not heard anything more until we received a bill dated July 30 that we now had to buy the tank and we owed $507.05. In a letter dated August 21, 2024 we were informed that the bill was sent to the New Jersey office for collection and legal action was threatened.
Business Response
Date: 08/27/2024
When we sent our contractor out to remove the tank the customer was adamant that we dont touch or disturb the 20 year old crape myrtles around the tank, which would have had to been removed to get to the buried tank. It wouldve cost 1000s of dollars to remove this tank so we informed the customer that h*** be billed for the tank. We never heard from him on the matter. We did go to remove tank which he requested us to do,without informing us of the 20 year old forest he planted around the tank.
Initial Complaint
Date:08/25/2024
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.
In 1987, a 420lb propane tank was rented through ***************** ******* In 1999, they retrieved the tank, because the minimum annual fuel purchase requirement was not met. Subsequently, a smaller 100lb tank was personally purchased at ****** and no further fuel was purchased through the propane company. Apparently, ***************** Oil's propane division was acquired by Suburban Propane, because we never had a service agreement with Suburban Propane. In 2019, *********************************** passed away and I am her executor (************************* *******). In 2019, a death notice was placed in the **************** All recorded claims were settled, the estate was closed in 2023 and the townhouse has been sold. I have made numerous attempts to resolve this dispute with Suburban Propane including letters, phone calls to their customer service team and sent a message through their website; however, I am still receiving collection notices. As a last resort, I have contacted the *************************** and filed a complaint for invalid collection notices.
Business Response
Date: 08/27/2024
We have written off the balance as a courtesy and will inform the customer that this has been addressed.
Customer Answer
Date: 08/27/2024
[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,

Estate Of ***************************
Initial Complaint
Date:08/20/2024
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.
*********** had claimed to have delivered propane back in May. Call was made to the propane company to inform them that I had received a bill even though my tank was still empty. Company promised to resolve this issue and would investigate for leaks or of a delivery had been made in error. Company keeps promising to come out and deal with the problem, no call and no show for the past three months, every time I contact the company they give me a date they will come out and they end up not ever actually showing up. I want them to either complete the service they have promised to perform or waive my bill so that I can switch to a gas company that actually has good customer service.
Business Response
Date: 08/22/2024
Our operations manager talked to **************** yesterday and let him know that our driver put the gas in the wrong tank. We informed him that the balance on his account has been cleared and he thanked us for getting back to him and correcting the account.
Customer Answer
Date: 08/22/2024
[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:08/18/2024
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.
Acct# ***********. I received an email on 8/12/24 stating i was being billed a "Minimum Bill" charge of $70.05, and that I was already past due, but if I'd take a delivery they would drop the charge and bill me for the gallons received. A few days later I received a paper statement. I refuse to pay for something I did not order, or receive. The only agreement I have with them is an annual rental. I only use propane for a cooktop, so my usage is very little. We still have 45 gl remaining In a 120 gl tank.I want this fraudulent bill reversed.
Business Response
Date: 08/19/2024
This complaint has been resolved. We will remove the Min Bill charge as a courtesy and make sure account is on Will **** status. Customer is satisfied.
Customer Answer
Date: 08/19/2024
[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:08/14/2024
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 bought a property with three suburban propane tanks on it. I talked to Suburban who told me somebody would come out and get them within two weeks. No one came and got the tanks. The previous owner has tried to get Suburban to pick up these tanks for 2-year period. I want these tanks off my property as they are in a very inconvenient location. When I try to call Suburban I can never get through to someone again. I would like them to come pick up the tanks as they are too big and too heavy for us to move ourselves. This has been an ongoing issue for a period of 2 years. Please help me resolve this issue and get these tanks off my property.
Business Response
Date: 08/20/2024
We have confirmed the pick up for this Friday. Sorry for any inconvenience.

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