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

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  Suburban Propane, L.P.

  66 West Avenue Arkport, NY 14807

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  Suburban Energy Services

  11341 Mercer Pike Meadville, PA 16335

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  Suburban Energy Services

  464 S Center Street Ebensburg, PA 15931

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  Suburban Propane

  3230 Old Washington Road Waldorf, MD 20602

Review Details

• Review fromNick P

  Date: 02/05/2024

  1 star

  Nick P

  Date: 02/05/2024

  Ive had nothing but issues with this Company. My family went without a stove for over 6 months based on the inability of Suburban to return calls or show up to complete the work. I was terminated with Suburban propane (*****)for lack of payment do to there incompetence. Once I payed them what they were due , I attempted to get propane refilled in my tank but they wanted to charge me a $160 for a systems check when they literally were the last ones to work on my system less than 6 months ago!! Total garbage! Do yourself a favor and stop giving these people your business.

  Suburban Propane, L.P.

  Date: 02/27/2024

  This is an existing customer owned tank system that signed up with us and contracted us to install and connect their range to their gas system.  We experienced some delays and the customer was greatly compensated for the delays. Our records indicate the customer agreed and accepted this compensation.  Our records show we spoke to the customer about paying the balance on 6/28/23, 8/2/23,and 8/21/23.  The notes show the customer stated he could not pay anything.  No payment was ever made to this account from the customer until it went to collections. Subsequently we werent paid for the remaining balance. When the customer called on 2/5/24 to establish service again,he was advised of our service fee of $160.00 to do the system test and to set up new service.  The notes show he refused to pay for a system test and would think about it and call us back.

• Review fromTennisa A

  Date: 01/30/2024

  1 star

  Tennisa A

  Date: 01/30/2024

  The cost has gone up from **** on December 13,2023 to **** on January 30,2024 per gallon. That is an increase of **** in 49 days. I called and inquired what the price was on aprox. January 13,2024 and was told that the price was **** yet I was billed **** a gallon. I do not understand the price gouging that is going on. When I spoke with them on 13 January, they did credit to be back about $100 but then the price went up again.

  Suburban Propane, L.P.

  Date: 02/01/2024

  We spoke with Tennisa and discussed the price fluctuation that has occurred since December. We came up with a solution for her and she is very satisfied.

• Review fromGreg M

  Date: 01/30/2024

  1 star

  Greg M

  Date: 01/30/2024

  Beware before you sign up to do business with Suburban. They absolutely price ***** you over time, with no notification of rate increases other than the price per gallon showing up on your bill. Over the past three years, our price per gallon has gone up exponentially, and in researching the average price of propane per gallon in our area, the Suburban rate is over 1.5X the average price in our area.When we called today to inquire why our rates are $4.67 / gallon when competitors offer propane at $2.39 / gallon, after 'checking with the manager,' we were told they could offer us propane at $3.40 per gallon. While this would take $300 off of our $1300 bill, this is still price gouging. This approach to pricing well above the average and then randomly trying to negotiate a lower price when people call to complain is absolutely unacceptable. Terrible business practices. Pricing practices should be up front and transparent.

  Suburban Propane, L.P.

  Date: 02/02/2024

  Customer's yearly usage is very low, 580 gallons, but we offered to lower the rate as a one time courtesy.  We also reviewed the Pre-Buy program with customer that comes out June 2024. Customer was satisfied with resolution.
  
  

• Review fromMark S

  Date: 01/30/2024

  1 star

  Mark S

  Date: 01/30/2024

  Just had my propane tank filled again this month and they went even higher, charging $7.49 a gallon delivered. I then called another company and found out they deliver for $2.79 a gallon. This is price gouging in the worst form. Very sad to see this.

  Suburban Propane, L.P.

  Date: 02/01/2024

  This customer is a low volume user and we did offer to discount the last delivery and adjust the routing to once a year. The customer agreed and we made the appropriate changes.

• Review fromMichael S

  Date: 01/23/2024

  1 star

  Michael S

  Date: 01/23/2024

  Employees were nice. But get it in writing . Offered entry pricing. I had to miss half a day of work waiting for them to show up for the install. Had to reschedule and miss another half day of work. I dug the trench with my own equipment. The installation tech Charged extra hours due to him having to stop and warm up. Was Verbally quoted ****** to ******. Billed $500.00. Quoted **** gallon , billed $3.10. .. charged extra for bricks to set the tank on. I could have used my own. Plus i had to finish the install and plum the piping and cover the trench.

  Suburban Propane, L.P.

  Date: 01/29/2024

  We spoke with this customer and fully explained our billing system and we did deduct one hour of labor from the charge.

• Review fromKyoko T

  Date: 01/18/2024

  1 star

  Kyoko T

  Date: 01/18/2024

  I've been being chart over $6 a gallon for the last few years. That's almost twice the cost of other companies (I've found this out recently). When I called about why the price is so high, they just told me that it's based on demand. Don't get on their automatic delivery and monthly payment plan. They will overcharge/overestimate your usage and show up and fill your tank and charge you whatever price they want. Even after getting our heating off of propane, they still wanted $400 a month for my budget payment plan (just to run our single hot water tank). I complained to them for over a year about a cracked valve, and they never fixed it. Once they told me that it was documented that they replaced it, and I sent them pictures that no, it was not fixed. I rented their tanks from them, and in the 13 years I lived in my house, they never changed the tank even though I was told on the phone the tank life is usually only 10 years. Those tanks were there even prior to us moving in. When I finally brought up the safety concerns because of the old tans and cracked valves, they failed to show up when they were finally scheduled to switch them out. They decided to just show up on a day that I wasn't scheduled for because they were "in the area" without notifying me, and then said the customer was not home. Of course we weren't home! We weren't scheduled for that day! That was my absolute last straw! They also just show up randomly if you are on the budget payment plan/auto refill even when you really don't need gas yet, then charge you their ridiculous delivery fees! If it's possible to give them negative stars I would. They finally picked up their tanks this past week, and now charged my a pick up fee. They still haven't credited my account for the leftover gas that was left in the tanks (was told that it would be credited at last price I paid per gallon minus $1 a gallon for taking the gas out). They are predatory price gaugers.

  Suburban Propane, L.P.

  Date: 01/29/2024

  We had 2 request to look at what the customer called a cracked valve and they were actually 2 dust covers that where cracked not having anything to do with any Safety aspect. These where replaced. They called again after this and we scheduled a switch out of the tanks, due to the same issue of the dust covers, that where replaced prior. As far as her price per gallon it was and is based on usage, and the customer has not discussed this with us.
  Originally they were on Budget pay and they never paid the Budget pay amount. We have credited the pickup fee as well as the $ **** Re-Stock fee as a courtesy, and will be issuing a refund to the customer.

• Review fromBrian S

  Date: 01/17/2024

  1 star

  Brian S

  Date: 01/17/2024

  I had a non emergency propane delivery to my house at Suburban Propanes convenience. They delivered **** gallons at a price of $6.549/gallon. The market price per gallon for propane in my area according to *****.gov heating fuel prices , *********************** is $3.12/gallon. I immediately called Suburban Propane and asked how they arrived at such an astronomical price. They told me that the price of propane had increased lately, I was also told that she would discuss it with her supervisor and call me back, but I never got a call back. I really feel this is a huge ripoff, and I also must assume that they really dont want me as a customer!!!

  Suburban Propane, L.P.

  Date: 01/19/2024

  Our local manager spoke with ****************** and was able to make adjustments to accurately reflect his usage and tenure as a customer as well as his Veteran status. After speaking with him, he better understood our value and has decided to remain our customer.  He will also be updating this review with the BBB to reflect our interaction and his pleasure with the outcome.
  

• Review fromJack Y

  Date: 01/13/2024

  1 star

  Jack Y

  Date: 01/13/2024

  I also wish there was a 0 star rating for suburban propane. My old propane company went out of business and was apparently acquired by suburban propane. The first time suburban showed up at my home with no notice and we were at work. they were unable to find the access plate for my buried tank. I rescheduled delivery and made access plate easily visible and notified office of my actions and location of access plate. Rescheduled. Next appointment to refill wasn't completed because they say they ran out of propane. I wasn't notified and had to call office again. Third service was scheduled. On date of third service I was contacted by driver stating he couldn't find access point. Told driver to stand in front of generator and take about 10 steps towards center of yard and look down for plate which is very easy to see. ****** said he failed after several attempts. Idiot. You can see plate cover from any direction in that area of the yard. The driver just didn't want to fill the tank. I wish I could upload my security camera footage to show how this all unfolded. . Stay away from suburban propane. There is a reason for the one star ratings across the Internet. Look for yourself before contacting this company for service .

  Suburban Propane, L.P.

  Date: 01/18/2024

  ************** just returned our manager's call. We explained that the reason our driver did not find the tank was because the tank dome was an irrigation box instead of a true tank dome.  We offered to come there and rectify the issue. ************** said he was going to think about it and perhaps wait for summer when he will need another delivery.

• Review fromJudy D

  Date: 01/11/2024

  1 star

  Judy D

  Date: 01/11/2024

  Suburban Propane professes that they offer great customer service and want to keep customers. Unequivocally, they do not. Last week, we called the local number to order a propane delivery and were routed to their call center when the local office did not answer. We had to call the local number again yesterday as we hadnt gotten our delivery. The response. Oh, you called our 800 number. Let me see when we can get there. Luckily for us, they could come today, which they did, and the delivery guy was awesome.However, I was floored when the delivery guy handed us a bill. I was expecting the per gallon rate to be between $2 and $3, delivered. Silly me; it was almost $4 per gallon and the all of the taxes on top of the fuel fee.I called the competition. Their per gallon rate, delivered, was less than $2; less than half of Suburban Propanes per gallon rate!Im still waiting for my promised phone call from the billing department to discuss possible options. Im sure Ill get that phone call when a very hot area freezes over.Why didnt we call the competition before we got fuel? Wed been instructed as to the fuel level parameters to get a delivery. Its winter, and were expecting extremely cold temperatures. Didnt think anyone would want to be swapping out 500 gallons tanks in freezing temperatures. So we went with our original vendor, and were sorely sorry we did.Suburban Propane is not a customer oriented business; theyre only out to see how badly they can ***** people. You better believe the next refill will be a tank swap and a fill by the competition.

  Suburban Propane, L.P.

  Date: 01/16/2024

  *********************** is appropriately priced for her annual usage. We placed her as a priority delivery without charging the off-route delivery fee, even though she is a will call account because the weather did turn bad quickly.  As a courtesy we will removal the delivery fee.

• Review fromJulie S

  Date: 01/10/2024

  1 star

  Julie S

  Date: 01/10/2024

  I contacted them and had a representative come out on November 1, 2023. He measured for the line and tank. He said he would send me a quote via email. I waited 2 weeks then called. They said they never got a request from ****** to send a quote. After 2 weeks I got the quote and called to have the tank installed. I talked to ****** and got it scheduled for January 8th ****. I said make sure it's on the schedule since I had been waiting 2 months. They then told me they did install the tank but not the line and gave me the name of a person that would do that. I call him and he said he couldn't install the line in my state. I finally found a person to get the line installed by January 8, ****. ( For an additional $1850.00.) The line was installed. January 8 was here. Yeah ! I called January 8 and they said they never scheduled it. I asked them if I could have ****** call me back and fix this problem. I have been waiting 2 days and no one called me back. I called Amerigas on Tuesday to see if they would be able to install a tank and they were out the next day and said the tank would be installed as soon as the yard was dried up from the bad rain we had on Tuesday. They were efficient and prompt. Suburban propane does not care at all about customer service. I have been waiting since November 1st for service and ... nothing. Do not expect service from here.

  Suburban Propane, L.P.

  Date: 01/16/2024

  We are sorry for the customer service you received, as that is not how we conduct business here.  Our business is customer satisfaction and we would welcome the opportunity in the future to demonstrate our customer loyalty.