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 fromAmber S

  Date: 01/09/2024

  1 star

  Amber S

  Date: 01/09/2024

  I've been with Suburban Propane for years for cooking fuel only. I was getting a bill once every 6 months for about $45-$55... not too shabby. I recently switched to brand new energy star rated propane monitor heater in my home, temp is set to 62 degrees and my home is nice and toasty. Suburban came out and brought me 2 larger tanks, claiming they were full, but a month later came and did a delivery of 151 gallons charging me over $6/gal. Leaving me with a whopping $988.00 bill. Yup, you read that right. Like holy S***! Price ***** much. When I called on it, I was told , If I use more propane then maybe I will get a cheaper price. Seriously? how much more would you like to me use???? I am switching to Amerigas in a couple weeks, no tank rental fees if I use 200 gal in a year, no set up fees, and current fuel price is $2.84/gal. That is not the promo rate either. Suburban is HORRIBLE! They treat you like dirt and are so rude on the phone. Anyone with them needs to get out !

  Suburban Propane, L.P.

  Date: 01/16/2024

  Our local manager spoke to ***** and reviewed pricing with her. She thanked us for calling and said in the event that AmeriGas doesnt hold true to what was discussed and would consider us back.

• Review fromRosanne W.

  Date: 01/08/2024

  1 star

  Rosanne W.

  Date: 01/08/2024

  I have been using Suburban for almost 40 years. In the last year their price gauging is shocking. As soon as I use up the propane in the tank I will be going elsewhere.

  Suburban Propane, L.P.

  Date: 01/18/2024

  We spoke to the customer and the main concern she actually had was not with Suburban, but with HEAP. Customer is now all set and will remain with Suburban.

• Review fromPaula W

  Date: 01/05/2024

  1 star

  Paula W

  Date: 01/05/2024

  If I could give zero stars, I would! We purchased a home in the *********, **, area in September of 2023 that already a propane tank installed. According to the previous owners, the tank had been recently serviced and was nearly full of propane. After contacting Suburban Propane, and signing a contract for service, thinking this company would come and service the tank, we have decided to go with a different company due to Suburban Propanes inability to provide competent service. They have not shown up for 3 different appointments and now refuse to come and pick up the tank so that we can install one with a different company. This has been going on since October of 2023! We have called the company numerous times to try and get a technician to come out and pick up the tank. We have been told on numerous occasions that we would receive a callback due our concerns of having to pay a fee to have the tank picked up and discontinue service. This company has horrible customer service and charges fees for everything, including hundreds of dollars just to come out and unlock and check a tank that we are confident is filled with propane! Now they want to charge a fee to come out and remove their tank that we no longer need or want and have never used!! Service calls are made from a different state and no one seems to know what they are doing!!! If a company will not fulfill their commitments, we should have the opportunity to refuse/disconnect service and have them remove the tank at no charge. We did not rent the tank to begin with and have not used any of the propane in the tank as it currently has a lock on it. Why are we having to pay for a service and product that we have not used nor benefited from in any way?

  Suburban Propane, L.P.

  Date: 01/08/2024

  We apologize for any delays, however, due to an illness, we had to postpone the first appointment and the second time customer canceled.  We tried again but there was tornado relief issues happening.  We wish this customer well with their new provider. Kindly note removing the tank was not as urgent as providing propane for those in need so sometimes we need to shuffle urgencies. The tank will be removed free of charge.

• Review fromERIK N

  Date: 01/04/2024

  2 stars

  ERIK N

  Date: 01/04/2024

  Cannot trust them for honest pricing. My price at the beginning of the year was $2.39. (2023, not part of a pre-buy) Last fill up was $3.99. (Dec. 2023) Nyserda.ny.gov website and other info shows propane prices are not trending up. I was offered a prebuy agreement back in June at $2.59 after just paying the $2.39 so I figured I would take my chances with market pricing. I did not realize I would automatically be ripped off for not taking them up on the pre-buy. Their pricing is apparently arbitrary. They did offer to change my last delivery to $2.99 and charge $3.39 moving forward. So I get the pleasure of paying and extra dollar a gallon while all measures of wholesale propane costs are exactly the same or less than last year. Service and delivery has been professional otherwise.

  Suburban Propane, L.P.

  Date: 01/08/2024

  Our local manager spoke with ****************** and explained to him that our prebuy pricing is purchased much earlier in the season and that is likely the biggest reason why there is such a price variance.  We also confirmed with him that we would rebill his last delivery at $2.999/gallon as a one time *******, then hold a price point of $3.199 for the remainder of this heating season.  He is fine with that and the issue is resolved.

• Review fromGeoffrey F

  Date: 12/30/2023

  1 star

  Geoffrey F

  Date: 12/30/2023

  Even when I pay the bill, I still get hit with late fees. Also had some charges I didn't know about hit my account because the installer forgot to add them / have me pay for things he added AFTER HE LEFT AND I'D PAID IN FULL. This practice is so sketchy, I dare say feels illegal.

  Suburban Propane, L.P.

  Date: 01/04/2024

  For the initial install on ****-23 the technician forgot to prompt in the amount of copper line for install and he collected for rest of work except this fee.  Invoice was corrected when order was reviewed before posting and corrected for the 15 feet which amounted to $104.33 extra due on the account.  He was quoted this fee prior to install, so he was aware there was a line fee.  Since he already knew why he had charges (that he claims he didnt know about) he must have called in about the bill and it was explained to him what happened, since he mention that he installer forgot to add in, which is exactly what happened.
  
  On 11-10-23 the third tank was installed at no labor cost, since we did not have it available on **** install, but 6 gallons in tank was billed for $16.07. Since it was not paid in 30 days the statement went out with the late fee on 12-15-23 for the $16.31 and he paid it on 12-30-23.

• Review fromCindy S

  Date: 12/26/2023

  1 star

  Cindy S

  Date: 12/26/2023

  I did a three year contract starting 3/17/2022. Since I signed the contract, everything increased in the first year. The price per gallon went from $2.99 to $4.11 a gallon, the rental fee went from $10 a year to $55. The early termination fee went from $129 to $169. The Safety Practices Fee went from $9.92 to $12.02 and they added a Delivery Fee of $10.58. Suburban Propane did not send me any written notices of these changes until I requested them several times. After many calls, they sent me an email for only the increase of $55 rental fee.

  Suburban Propane, L.P.

  Date: 12/28/2023

  ******* called the office on 12/26/2023 and spoke to one of our representatives since the office manager was out until 12/27/2023.  Unfortunately, we were not afforded the opportunity to answer her concerns prior to the filing of this complaint. On 12/27/2023, our manager did speak with ******* and throughout the call she threatened to write to the BBB and blast SP on social media.  We explained that the line in the contract that states fees were subject to change.  In this case, we send a letter to all customers providing them with notice that their tank rent rate was going to increase. 

• Review fromUpset C

  Date: 12/21/2023

  1 star

  Upset C

  Date: 12/21/2023

  I am having a horrible experience with Suburban Propane. Have been a customer for TOO LONG and the pricing compared to other suppliers is criminal. You call and try to get explanations and they say a manager will call you back. Yea right, so now after being screwed for way too long, I am cutting ties with them and sure I am going into a long dragged-out process of getting the tank off my property. $5.229 PER GALLON, REALLY! Most suppliers are at $2.39 PER GALLON. I just want to get this company out of my life and move on with another supplier that does not want to take advantage of people and be so greedy!

  Suburban Propane, L.P.

  Date: 12/29/2023

  This customer was actually taken care of right away. This customer missed the Prebuy pricing, however, we honored last years price for them as a curtsey. The customer was very happy.
  

• Review fromTrina D

  Date: 12/20/2023

  1 star

  Trina D

  Date: 12/20/2023

  An Extremely ill ran company that doesnt care about their customers, they lie to you & drive their prices through the roof.Being a loyal customer (over 15 yrs)and paying my bill in full upon receipt, it was an annual chore for me calling suburban propane to lower my unit price in order to fill my 500 gallon propane tank every fall. 3 months ago, my annual chore began when they were charging me $6.98 per gallon when offering new customers $1.99/gallon. I was told by a rude representative that that was the market price and she could not do anything about it. I then asked to talk to the manager-which she then claimed she was the manager. 2 lies-she was not a manager, let alone THE manager and the market price was $2.89/gallon ($4 less than what they were charging).After dealing with this rude lady I ended up calling around and found 3 propane companies that were amazing! I choose to go with one of those 3. I called back suburban propane and again had to deal with this rude individual. I explained to her I was switching companies and putting in another tank, needing theirs removed. She then got mad and told me I was not to touch or move their tank and they would be out to collect it. She gave me a date 5 weeks ahead when she knew I never had any propane in my tank to heat my house. Againshe did nothing to help me out. Fast forward 2 monthsto nowtheir tank is still sitting there empty and they have not collected it. Apparently they enjoy playing games with their long term customers and being extremely spiteful when you choose to go a different direction. Im a single mom of two children and evidently suburban propane thinks its acceptable to leave such a family with no means to heat their house at Christmas. They have also sent me a bill for the tanks rentalagaintrying to get every ***** they can from you. I am highly disgusted with this company and the way I am still being treated. WARNING TO EVERYONE CONSIDERING SUBURBAN PROPANE!!!!! DONT!!!!!

  Suburban Propane, L.P.

  Date: 12/21/2023

  Issue is resolved with customer. We are scheduled to remove on 12/27/23.
  Once we pick up our tank the new supplier can put theirs in place.

• Review fromClayton L

  Date: 12/20/2023

  1 star

  Clayton L

  Date: 12/20/2023

  I have had Suburban propane 7-19-2022 and delivery of the tank and hook up took 4 different appoitment set *** before they really did the tank install. I use this tank for my back p generator only so I am not on a monthly delivery. In September 2023 I called to ask that the next ime they were in the neighborhood on their montly route to stop by top off my tank so i would be ready for winter and not be charged a delivery fee.On 10-05-2023 Invoice 1725-233189 Suburban stopped by and charged me $108.13 for Propane, they did not delivery any propane as noted on the invoice. 0 gallons charge of $97.10 for Propane minimum. total bill $108.13 10-09-2023 I talked to ( Rod from Suburban I think he is from out of state office) and he called back and said that I would be credited back the total amount. I then asked that they reschedule me to top off my tank the next time they are in the neighbor .I had to call several times after to get the delivery because Suburban Propane did not show up. On 10-23-2023 I called and talked to (**** from Suburban) at 10:42 am again and asked that she schedule me for a delivery next time they would be in the neighborhood,On 10-26-2023 Suburban made a delivery Invoice 1725-240515 and it was only 3 gallons of propane to top off the tank total bill of $43.75 I received my montly billing 11-23-2023 in full.11-05-2023 I late fees and so I have been calling I have calle 5-6 times between Oct and Dec 2023 to get get this invoice taken removed from my bill and have twice been told it was taken care of. I called again on Monday 12-18-2023 I was told that they would research this invoice again and get back to me by Tuesday 12-19-2023 today is 12-20-2023 and I still have not received a call back on this. So I am now reporting to the BBB , I am concerned they might be doing this to other people and it could hurt people credit ratings and being charged for fuel not being delivered.Terrible customer service, very rude .....

  Suburban Propane, L.P.

  Date: 12/21/2023

  We have spoken with *****************  His billing concerns have been corrected and he said he would withdraw his BBB review.

• Review fromJoanne L

  Date: 12/04/2023

  1 star

  Joanne L

  Date: 12/04/2023

  We have been trying to purchase propane since November 15, 2023, from the ********* Branch. Suburban Propane rep came to survey the property on November 16th and said he would be sending us a proposal. I submitted the signed proposal back to **************** on November 21st. Never received any follow up on November 21, 22 or November 27. Had to send another email with the signed proposal on November 28 to **************** and she finally sent the other paperwork. I immediately signed the paperwork and submitted the $307.00 payment. I called on November 29th and ask why she never sent the paperwork over on November 21st and that my home was in danger of pipes freezing. **************** stated she never received the email. I forwarded the sent email I submitted on Nov 21st with the attached signed proposal. She became very defensive and stated she never received it and that I was harassing her. I asked to speak to a manager there was no manager available. They told me a manager would call me and I never received a call. Also submitted a message to headquarters never received a call back. As of today, we have not received a new tank/ propane. Please note we deal with several different propane companies for our buy and sell home business this had to have been the worse customer service. When we use other ******************** companies we usually receive a propane tank within a week.

  Suburban Propane, L.P.

  Date: 12/06/2023

  There was miscommunication between our CSR and the new customer regarding the paperwork and signatures needed to complete the process. This was taken care of and we have it on the schedule for Monday December 11, 2023.