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:08/08/2024
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 purchased a home in May 2023 that has a pool heated by propane provided by Suburban Propane. Once we started opening the pool for the season last year, we figured out the pool heater was essentially defunct and therefore we wouldn't need the propane unless purchased a new heater. We elected to not purchase a new heater, so I called Suburban Propane in August 2023 and gave them the update, and asked that they come to pickup the tanks. We were told we were added to the list, and they'd be there for a pickup as soon as possible. At that time, we were told that a safety inspection would not be needed because the tanks would be removed. In November 2023, I called back to ask where we were on the list, because the tanks were still sitting on our property, with no safety inspection. Again, we were told that we're on the list and they'd be by as soon as possible.I called again in March of this year - same story. Called again in July 2024 and got the same story. Apparently we're still on the list and I was told my info was forwarded to the service department. I've also contacted them via email once or twice over the last year and received zero response.It's now a year later and the tanks are still sitting there, not in use, and without a safety inspection. I would like Suburban Propane to pickup the tanks to minimize any risk to us or our property, and reimburse us if there is any propane remaining in the tanks.
Business Response
Date: 08/08/2024
We were able to squeeze this in between two other jobs on Monday, August 12, 2024. We also left a voicemail on each of the two numbers we have points of contact for ******* and ******.
Customer Answer
Date: 08/17/2024

Complaint: 22111610

I am rejecting this response because:

The tanks are still on the property as of 17Aug24 and there is no evidence that they were emptied or evaluated as mentioned on 13Aug24. The only evidence we have that the company was on our property was an alert on our security cameras.

Regards,

***************************
Business Response
Date: 08/19/2024
The pick up will take place tomorrow, Aug. 20th. Thank you
Initial Complaint
Date:08/01/2024
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.
8/1/2024 suburban propane came to home without notice to pickup there equipment could not give a receipt upon picking up that equipment. This is just the latest unprofessional and unethical example of this companys when I ask for a receipt I was told by the office I would be charged for that because it would require another visit.This I just the latest dealing with this company we have not used there service since 11/1/22 . The people the company sends to the home all seem very understanding.This company should be looked into.
Business Response
Date: 08/02/2024
Our local manager called and spoke with ***** wife *******, who asked that we contact *****. He was unhappy we could not provide a receipt for tank pickup and that we did not call to let him know we were on the way to pick the tank up. We will reach out to ***** and apologize for any miscommunications.
Customer Answer
Date: 08/26/2024

Complaint: 22077305

I am rejecting this response because:
The problem still has not been resolve almost 2 years to pick up the tank.I was told it would be done ************* does not have any credibility.I am tired of this .There should be a law.

Regards,

***********************************
Business Response
Date: 08/27/2024
We apologize for the inconvenience but we are on our way there now to pick up this tank.
Initial Complaint
Date:07/31/2024
Type:Billing 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 Suburban Propane In Dec 2023 our HOA changed company I notify them in I received a bill from ***** and paid $184.77. Later I received a bill dated 2-23-24 from Suburban for the amount $161.78, in which i called them to advice I had already paid **** and that I no longer have Suburban . I was advised to disregard the bill they have not pick-up the meters will send another revised bill. I continue to get bills with late charge and when I call they tell me they are still working on I just want to pay what I owe an it is not that ***********************
Business Response
Date: 08/06/2024
Our local store's manager spoke with ********************* and apologized for the inconvenience and lack of follow up she has received in the past. We informed her that we are making some changes in the *********** location to prevent future opportunities moving forward. We removed the final meter reading (not a true final meter read), as well as the late fees that have been applying the last several months. She appreciated the conversation and felt that the matter was resolved.
Initial Complaint
Date:07/31/2024
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.
Suburban Propane 1136 charged my credit card on file $585.46 on 6/19/24. when technician arrived to make delivery, he discovered the tank was defective. He gave me an invoice for above amount. When told the tank was defective I called the office and spoke to employee, ***, who told me to destroy the invoice a new one will be issued when a new tank is replaced and filled. Credit card statement showed charge was made. Contacted manager *******, who stated she will check phone records to see if employee, *** did tell me to destroy invoice. A refund of $369.66 was given on 7/5/24, then $187.78 on , 7/16/24. The remaining $28.02 is balance still owed. I sent ******* several emails with questions and concerns regarding the total refund towards my card, a request for another copy of the $585.46 invoice, the discrepancy of the senior discount issued, and credit for propane in defective tank. No answer given to above concerns as of this date.
Business Response
Date: 07/31/2024
We spoke to the customer and agreed to issuing the $28.02 back to her credit card. She is satisfied with that.
Customer Answer
Date: 08/06/2024

Complaint: 22060267

I am rejecting this response because:
There are questions re:
discrepancy of senior citizen discount applied for $502.59 invoice

credit for surplus propane in defective tank
The credit of $28.02 is satisfied

Regards,

*********************************
Business Response
Date: 08/08/2024
Our local officer ******* explained all the transactions to this customer that had transpired and she stated she was withdrawing her BBB claim.
Initial Complaint
Date:07/28/2024
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 closed out my account *********** with Suburban. They stated that I would receive my refund amount of $13.84 but as of today I have not received my refund as promised by the company.
Business Response
Date: 07/31/2024
We have mailed the check several times to the address provided by the customer. Once again, it was returned. Since all attempts to mail this check to the customer have failed, after confirming the address with the customer, we will hold the check at the local customer service center. Customer can come and pick it up during business hours starting Monday, address is: *************************************************************************************
Initial Complaint
Date:07/18/2024
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 lived in a rental house 10 years ago, that already had a propane tank when I moved in. I moved out less than two years later (4/13/2015). Now in 2024, I'm receiving tank rental fee statements from Suburban Propane. I have called them for 4 months and they will not stop sending me statements for propane. I have not lived at that house in almost 10 years, nor was I the one that had the tank delivered or setup!
Business Response
Date: 07/25/2024
We apologize for any inconvenience this has caused. We have removed all charges and closed the account.
Customer Answer
Date: 07/25/2024
[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.

Regards,

***** Trail
Customer Answer
Date: 09/10/2024

Complaint: ********

I am rejecting this response because:

I opened a complaint (#********) a couple of months ago against Suburban Propane LLC, and the complaint was resolved. Suburban Propane has continued to bill me however twice since the complaint was closed. I need to reopen the complaint.

Thank you,

***** Trail

Regards,

***** Trail
Business Response
Date: 09/12/2024
This account is now at a zero balance and has been terminated. All charges have been removed.
Initial Complaint
Date:07/16/2024
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.
Company charged me for service I didn't receive over charged me for propane I was also harassed by the Ladies in *********** I'll definitely be calling the ********** and telling everyone how rude and disrespectful they are in this office
Business Response
Date: 07/22/2024
Our local store operations manager explained to this customer how we determine what is in the tank (by weighing them) and that the gauges are only a reference. We would further review this matter and address accordingly.
Initial Complaint
Date:07/10/2024
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 had a 3yr contract with Suburban Propane for propane fuel. Asof 12/2023 my contract was up and paid in full. I have called on these dates 12/6/2023, 01/2/2024, 2/22/2024, 3/28/2024, 4/3/2024, 5/6/2024, 6/2/2024, 7/9/2024. Each time they tell that im on the pick-up list. I have asked to speek with ****, but he is always in a meeting. Today when i called i was told that i am not on the list. Dont know what to do?
Business Response
Date: 07/15/2024
This tank has been removed. There was 19% left in the tank at the time of removal. A refund will be calculated and issued once a complete accounting is conducted and there are no unpaid balances.
Initial Complaint
Date:07/03/2024
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 contacted ******* at ******************************* stating we are cancelling our contract, converting to electric especially since we are being charged twice what other companies charge $6.509 per gallon and work would be complete on Monday, June 24th which we wanted our tank picked up and removed right after and we called well in advance of June 24th. The tank is still sitting here, and I cannot get a solid answer as to when they are coming to remove it. A driver did show up Saturday June 22nd and if no one was here we would have been without hot water for two days. Just unbelievable and I told him to come back after Monday June 24th that Tuesday or Wednesday and no one came back. I have called a few times and always get the same answer we don't know when anyone will be there, or we will get on it and call you back. No phone call back and more than once. If I call without caller ID I get hung up on. Two weeks now and they were notified in advance. We need this removed already as I have workers coming and will be doing work in that area. It has to be removed and not another week and another week after. Totally unacceptable. I've never dealt with a business so unprofessional ever. Seems as if no one knows what's going on. I want this tank removed and to be refunded for unused LP and my deposit of $600 mailed to me.
Business Response
Date: 07/08/2024
We are picking up the tank today and the customer was satisfied with the outcome.
Customer Answer
Date: 07/09/2024

Complaint: 21938824

I am rejecting this response because: The tank was finally picked up that was resolved but I still have to be refunded for unused LP I paid for in that tank and also my $600 dollar deposit all to be mailed to me in a check. Until that time I cannot close this complaint.

Regards,

*************************
Business Response
Date: 07/11/2024
The credit for unused gas was processed for 102 gallons at a total refund of $-663.92, leaving a credit balance on the account of $-******. Adding the $-600.00 security deposit will create a final refund of $1,152.15. They can expect the check in 2-4 weeks.
Initial Complaint
Date:06/19/2024
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.
I closed acct ************ with Suburban Propane and they advised me they would send me the $13.84 refund amount. The company stated they would refund my money June of last year. As of today I have not received my refund from the company to comply with the fair business practices. Can your office help with this matter ?

Thank you
******** ****** *** ** ***** *** **** *** ******* *** *****
Business Response
Date: 06/21/2024
Customer's refund check for $13.24 was mailed and dated 6/8/22 but it was not cashed. This original check was mailed to the address on the account, *** * ******** **** ****** ** ****** We are issuing another check to be mailed to *** * ***** ** *** ***
******* ** *****. Please allow 14 days for the check to be processed and received.
Customer Answer
Date: 06/24/2024
[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.
I will notify the BBB within 14 days when I receive the check.

Regards,

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

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