Reviews

This profile includes reviews 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 Propane Gas Corp

  P.O. Box 67, Wash. Rd. Waldorf, MD 20604

• 

  Suburban Propane - Chester

  Box A Kings Highway Chester, NY 10918

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  Suburban Propane - Kingston

  CPO Box 1151, Barbarossa Lane Kingston, NY 12401

Review Details

• Review fromBrenda C

  Date: 03/23/2024

  1 star

  Brenda C

  Date: 03/23/2024

  This company is price gouging. They will make money off you anyway that they can. Dont have your tanks in two locations on your property because you will get two separate fees for yearly tank rentals and two separate shortage fees if you use propane for cooking and generators. Those prices have also increased dramatically in the last two years. Be aware that they also try to charge two separate delivery fees because if you have tanks in two separate areas. Most times, They will correct that if you bring it to their attention. Also, make that you have adequate proof that you own the tanks in your yard. Or they will claim that they are theirs. I owned my tanks since 2006 bought them from a separate company. A company that they now own. As of three years ago they started saying that they own the tanks. The proof that I had was not adequate enough for them. Warning, if you choose to leave them, not only do you NOT get paid back what you originally paid for Propane. They also charge you a fee for every gal left in the tank. Kind of like a restocking fee. This is the most corrupt company I have ever dealt with. They will ripe you off so steer clear of them.

  Suburban Propane, L.P.

  Date: 03/27/2024

  The customer was priced correctly, according to her usage.  In addition, the account did have rental and delivery charges on each location, as per our normal procedure.  The customer has been paying tank rental for the past 3 years,even though she claims to own the tanks.  The proof she provided was an installation charge invoice for labor and materials to install the tanks. 
  
  The customer already requested to have the tanks picked up, which we have done.  The customer was credited for the fuel in the tanks, and assessed a restocking fee, as per our normal process of closing out an account.
  
  We did follow up with her but she didnt have the time to discuss.
  
  We did confirm that a refund of $454.42 was issued on 3/14/24.

• Review fromBrian T

  Date: 03/19/2024

  1 star

  Brian T

  Date: 03/19/2024

  Do not sign up with this company. I made the mistake of activating an account as my new home already had their tank attached to my shop. I was required to have a safety evaluation done prior to filling. Fine. 1 year later and having only used 1/3 of the propane in the tank an safety inspector was apparently sent, though I was never told they were coming or saw them, and I was charged for a propane fill and inspection which didnt happen. I didnt feel that was fair business practices so I asked to please close my account and to remove their tank. Tank removal was over $200 minus the remaining propane. Fine again, just want to be free of them. They refuse to remove the charge for the propane that was never received and then added a $175 early cancelation fee the day after I complained. Now they want me to pay $274 to be rid of them. Ridiculous. There are much better companies out there who dont try to ***** you with fees and unnecessary procedures. Avoid Suburban Propane.

  Suburban Propane, L.P.

  Date: 03/22/2024

  We attempted to make a propane delivery which invoked the Minimum Monthly Purchase Requirement. Mr. **** called and requested his tank to be removed. The charges to close his account were explained and a tank pick up was completed. After the tank pick up work order was closed he was billed the Early Termination Fee per his agreement. The early termination and MMR have been reversed as a courtsey.

• Review fromArchBishop P

  Date: 03/16/2024

  1 star

  ArchBishop P

  Date: 03/16/2024

  One of the most horrible companies out there . RUN FROM THEM !!! SWITCH TO APOLLO. They overcharged ** multiple times 4 to be exact . Broke our boiler and then charged our church $404.03 to cancel their contract and pick up their tank after lies and shotty business . As a ****** and Pastor of a church I will never use this pathetic company again .

  Suburban Propane, L.P.

  Date: 03/20/2024

  Customer signed the sales agreement and then breached the contract in barely over a year.  We charged for the Early Termination and for the tank pickup, pursuant to the terms of the contract. As far as the overcharging 4 times, this was related to the tax exempt status on his account (not sure if it was an SP problem or a problem with the form he provided).  The issue was corrected and they were sent a refund. The broke our boiler situation was not us. The boiler would not fire up and was throwing a fault code. The customer called their HVAC contractor that installed the boiler and they fixed it. We also have the recorded phone call of the Pastor speaking with one of our reps, who was not treated with kindness at all.    

• Review fromBart H

  Date: 02/28/2024

  1 star

  Bart H

  Date: 02/28/2024

  Even though I told them I hadn't used the propane for the last year, they still made a trip to my house and ended up seeing that to gas was needed, they still charged me for a $130 trip. What a scam.

  Suburban Propane, L.P.

  Date: 02/29/2024

  Looks like we discussed this minimum bill with this customer back in November and advised him it was coming and have discussed it with him after it was billed.  We also explained how the minimum works as we ask for one delivery once per year in order to avoid this billing.

• Review fromClaire Marie F

  Date: 02/26/2024

  1 star

  Claire Marie F

  Date: 02/26/2024

  I had propane delivered for my hot tub after 10 days there was no gas. Called the co. They sent the technicians to check . The technician asked for $250 for repair. I asked him what about the gas that vanished. He told me to take with Co. I called the Co they said they will pay for the repair but not the parts. I paid $400.00 for the gas which I did not use. gas vanished . They refused to refund the money. After careful examination I called the co. To cancel and pick up their gas tank *********** said that I must pay $100.00 to pickup their tank. Safety and carelessness are huge problems. Also the company kept taking advantage with no responsibility. They should always do a safety check before and after delivery of Gas to ensure that theres no leaks. I am very disappointed and dissatisfied.

  Suburban Propane, L.P.

  Date: 02/27/2024

  Our manger spoke with ******************* this afternoon. We reviewed customer's concerns with him and agreed to waive the propane tank removal fee which is scheduled for 3/13. ******************* is satisfied with the resolution.

• Review fromMichelle P

  Date: 02/20/2024

  1 star

  Michelle P

  Date: 02/20/2024

  Talk about price gauging! We called to get our tanks filled ( we only need it twice a year as it's not our ************ source) and we were quoted $6.89!!!! WTH! We stated that this was ridiculous and could she do better than that. While waiting, we looked ** the current rate in ******* and it was $3.42. She came back with a quote of $4.99 and my husband asked her to do better and she came back with a quote of $3.99. We took that quote. My concern is for those people that are not comfortable or know that they can request a different quote. I cannot even imagine having to pay $6.89, almost 60% higher.

  Suburban Propane, L.P.

  Date: 02/21/2024

  We spoke with the customer and he said he was happy with the price concession that was offered. We explained that the average price he was seeing does not take into account all the other cost associated with the delivery of the product. He said he can now better understand where we are coming from. He will call when he needs another delivery in the future.

• Review fromRocio L

  Date: 02/14/2024

  1 star

  Rocio L

  Date: 02/14/2024

  suburban propane, filled my take without my knowledge or verification that they could fill a whole tank. It states in their notes that I would call them back to let them know how much of a fill I needed. Ive always done a pay as you payment because I receive 1 maybe 2 fills a year. This was during a time when I had surgery.. I didnt have any money for a fill because I wasnt working. I havent worked since my surgery which was 2 years ago. I had been calling them every month for a year to get this resolved and they locked my tank due to non payment when I didnt authorize the fill. I didnt receive any communication to schedule a fill so someone could be at the house. All of a sudden I found a bill statement at that time was about $1100. Now they are charging me $1400. for their mistake and want me to pay for another fill on top of that which would end up costing me about $3000. They have not done anything to help me. They are trying to tell me I owe them when I didnt authorize the fill. The only suggestion they had was to contact my county to see if they could help me but they cant. So I had to move because theres no propane and their not willing to correct the charge and give me another a small fill so I could save up to get a fill. Whats worse is in 2022 I wasnt home because I had 2 surgeries and was on full/partial bed rest most of the year. At this time my income is social security, now theyre trying to increase the yearly tank fee. If they had corrected the account and gotten rid of the charge that would have been different but theyve done nothing to help me. And by the way I had made a payment for a small amount of propane because I didnt know where I was going to be.all they have done is send me emails letting me know they called me. They never offer any information about the situation or solutions. I know and they know they are in the wrong. I didnt authorize that fill.

  Suburban Propane, L.P.

  Date: 02/26/2024

  Customer is Will-call COD customer who ran out of gas so we sent a tech to transfer fuel from a small dump tank into her tank to get her going again, which was 7 gallons in June 2022. Customer called on 10/04/2022 for a delivery. Delivery was made on 10/20/22 per the phone order for a fill.
  Customer called on 01/01/2023 upset that she received a fill and stated that it was only supposed to be a small delivery like the previous 1 for 7 gallons. We explained that our min delivery is 100 gallons and the 7 gallons was just to get her going again until she called in for a deliver.  ******** then then stated she was told we could do a 7 gallon delivery and she could not afford the fill.  We offered to work with her on payments.
  We sent a tech out to assess pumping out the tank and crediting her back, but due to the location of the tank and the valve configuration, we couldnt pump it out as it sits. We spoke with ***** and told her about Skagit heat assistance and our agreement with them. ***** visited the heat assistance and then call us to say that they told her we cancelled our agreement with them for heat assistance and could not approve her.  I let her know that was not correct and we would call. Our Rep called Skagit, they said our agreement is still active and they did not communicate that to her, rather, when asked if propane was her primary heat source, ***** said no, and that is why they did not approve her. We spoke with ***** again and explained why they did not approve her and if in fact it is her primary heat source, they would definitely help you with assistance. The balance continued to age so we sent a tech out in July 2023 to lock the tank off and the tank was now sitting at 22%. We tried calling ***** on 02/23/24 but went to voice mail and mailbox was full.  Tried calling the home number and line was a busy signal.
  Tried calling again the morning of 02/26 and had the same results on both numbers. We can schedule a tank pickup and reverse all late fees, then credit the account for the fuel that is left in the tank to help reduce her balance.

• Review fromAnn G

  Date: 02/13/2024

  5 stars

  Ann G

  Date: 02/13/2024

  I spoke with **** today and found her extremely helpful, she listened to my concerns and went above and beyond to help sort my problem. She listened to everything I had to say and supported me 100% and reassured me all the way, she also assisted me with information so I can call an appliance maintenance Technician to schedule an appointment. Thank you **** I am 100% happy with all you done for me today Regards *****************

  Suburban Propane, L.P.

  Date: 02/14/2024

  We thank you for sharing this with us!  We will be certain to let **** know that she exceeded your expectations in providing great customer service.  Thank you for being a loyal Suburban Propane customer.

• Review fromtim t

  Date: 02/12/2024

  1 star

  tim t

  Date: 02/12/2024

  What a headache!! When you call they assign u a date but never actually deliver. We signed up for a monthly refill service and for the life of me cannot figure out why they will not refill. Last week we where told the driveway was not plowed enough for the driver to enter our property. But in fact the driveway was plowed the night before. Why didnt the driver chain up his tires?... I know, LAZINESS. The problem seeems they do not have qualified personel to deliver their products. They know how to take your money / Order but cannot deliver the product. As soon as i can we are going with ******* and never again with Sub Urban Propane. AVOID AT ALL COST!

  Suburban Propane, L.P.

  Date: 02/14/2024

  Our local manager spoke with *** several times to ensure him we would be out shortly.  We did go there on Friday and they had a small amount of the driveway plowed, and its a steep driveway, creating unsafe conditions, even using chains.  We dispatched a driver on Monday to deliver since *** insisted he was almost empty and that his radiant floor heating was not working. Upon arrival, our driver found the tank to be at 20%, not close to running out. We went above and beyond to make sure this customer was taken care of.

• Review fromBilly C

  Date: 02/07/2024

  1 star

  Billy C

  Date: 02/07/2024

  Hands down the worst service period. Their delivery folks lie about what they put in your tank. And if you have a 2ndary home and youre not there they will s**** you over and over. Your ** folks ****.

  Suburban Propane, L.P.

  Date: 02/12/2024

  We have tried to reach this customer several times by calling and also sent an email.  We would be happy to discuss this matter directly with our customer.  Please call the local manager back at your convenience.  Thanks