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 Energy Services

  RR 1 Box 119 East Freedom, PA 16637

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  Suburban Energy Services

  464 S Center Street Ebensburg, PA 15931

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  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 fromChris S

  Date: 09/27/2023

  1 star

  Chris S

  Date: 09/27/2023

  They have been promising me a refund for the Propane that they will never give me in the check that they say they are giving which has been going on since August and I have not seen it yet They are lying to me telling me its on its way and yet I never see it.

  Suburban Propane, L.P.

  Date: 09/28/2023

  Refund was processed on 9/18 and we spoke to and informed the customer of this yesterday.

• Review fromDebbie W

  Date: 09/22/2023

  1 star

  Debbie W

  Date: 09/22/2023

  I have a generator as a back up in case my power goes out, which is run on Propane, I told them last year, do not fill, or put anymore propane in my tank, I told them that I would call them when the tank was empty, and they could come and pick it up, the other day, they filled my tank. I called them, I asked them why they filled the tank, when I told them not to put any more propane in that tank, I got the excuse, well we could only let it go for a year, well guess what, I only get filled once a year. The propane that I just got they are charging ***** a gallon, because I am low usage, I have done a little checking, and I found out that other places are charging **** for low usage Propane, so Suburban is price gouging also Very dishonest company

  Suburban Propane, L.P.

  Date: 09/27/2023

  **************** has a single 100 gallon tank hooked to a generator. Over the years her usage has been very low and to keep our tank and equipment in check we require 1 delivery per year. ***************** is free to change providers, but for ~$300.00 per year we believe she will have a hard time finding a better deal than Suburban. ***************** has been with Suburban 20 years and we would enjoy her continuing service with us for the coming years,we will always be there when she needs us.

• Review fromIan O

  Date: 09/21/2023

  1 star

  Ian O

  Date: 09/21/2023

  ZERO STARS - AVOID THIS COMPANY AT ALL COSTS!!!! We bought a house that had a Suburban Propane tank. At the time of purchase we spoke to SP on the phone many times but they never sent information or a contract. In the end, in order to close on the house, we bought the propane privately from the sellers. Over the subsequent year SP have sent a stream of bills for a contract that we have never seen, for services we don't know about, using a pricing structure we have no idea about. As requested on those bills, we wrote to them to tell them there was a problem. No reply - just more bills, now with 'late payment' penalties. Today, they turned up and turned off the propane with no notice at all, and promptly sent us another invoice for the service! We phoned the number given by the engineer - no response. We emailed individuals and customer service - no response.

  Suburban Propane, L.P.

  Date: 09/27/2023

  We attempted many times to contact this customer but with no luck.  We responded to an email he sent ** but no response received.  Repeated phone calls all go to voicemail with a voicemail box that is full so no way to leave message. We also had our driver stop by the week before to check on it and knock on the door.  We chose to finally lock the tank hoping to get him to contact us so we could address this and we remain hopeful that we will hear from this customer soon.

• Review fromMorgan W

  Date: 09/17/2023

  1 star

  Morgan W

  Date: 09/17/2023

  The previous owner of the house I purchased had generously filled the suburban tank on the property as part of the home sale. My husband and I had spent the first few days driving back and forth from our old town with our belongings, and during that time suburban came by and locked us out of the propane tank. When they came back around to unlock the tank I received a service charge for the visit! Absolutely infuriated, I decided to change providers once my year lease was up (between that and the ridiculous first time customer pricing model) A day before my lease expired, I called and asked questions about switching to another provider and was told that I signed a 3 year contract, the gas that I have already paid for is not reimbursable. She stated that there would be an $150 per hour charge to pump the gas over; yet there is no evacuation valve on the very OLD tank on my property so there is no way to pump the gas over. ***** stated she would be calling me back when she got ahold of her tech to find out about how to pump the gas over but has yet to call. I called back asking ***** in *********** to provide the document that I supposedly signed a 3 year contract and she was unable to do so, stating we wont be able to charge you the $300 cancellation fee but we do charge $150 to come pick up the tank. So let me get this straight- you want to charge me to come pick up the tank, but refuse to allow me a way to evacuate the gas- and then you plan on charging me a RESTOCKING FEE ? STAY FAR AWAY FROM SUBURBAN!!!

  Suburban Propane, L.P.

  Date: 09/22/2023

  We heard back from ************** and have scheduled a tank pick up with her for the morning of September 27th at no charge. Also verified that we would not be charging the early termination fee, but could not issue any credit for the unused propane in the tank and she was okay with the resolution.

• Review fromEu O

  Date: 09/15/2023

  1 star

  Eu O

  Date: 09/15/2023

  Terrible! I recently purchased a house serviced by Suburban propane. Complaint at the beginning related to gas smell. Spoke with customer service, stated it needs to be inspected first. Nobody shows up, but a note was placed that they did and I did not answer the phone. I was waiting for them all day. Called again next day, spoke to the same lady, told me the same thing that a tech will come and check, nobody shows up. I ran out of gas for days, taking cold showers and cooking outside. tech came from *********, filled up the tank, stared smell most likely came from low gas. The third I called for gas smell, somebody finally showed up and fixed the problem, changed the regulator since it was leaking gas. Meaning I wasted a bunch of propane from the leak. I was charged 200+ dollars for parts and labor. The tank is leased but was told, they only maintain the tank. Contract stated, if I own the tank then I should pay for service and parts. Tank is leased. Spoke with ********, she stated she will check with supervisor but I highly doubt she did. Got a call back and stated I have to pay. I switching to electric to avoid further issues. Not BBB accredited.

  Suburban Propane, L.P.

  Date: 09/18/2023

  The customer called returned our managers call this morning and we have resolved the issue. We will be reversing the service charge and refunding his payment. Customer is very satisfied.

• Review fromKevin C

  Date: 09/14/2023

  1 star

  Kevin C

  Date: 09/14/2023

  I have leased a tank from Suburban Propane for 1 year. For my most recent fill I was charged **** per gallon for a total $1,987 which is enough propane to last 2-3 months in the winter. I was surprised at first but I assumed that the price of propane must have skyrocketed. I then spoke to my father who owns his tank and paid around **** per gallon at around the same time. I reached out to two other local suppliers for quotes. Both quoted around $3 per gallon if I were leasing a tank. One company informed me that the most that any of their customers would be paying at that point in time, those leasing small tanks with no incentive or special pricing would be about $3.50 per gallon.I spoke with a local Suburban agent who was very cordial but could give me no explanation as to why the price was so high. She agreed to inform her manager and see if anything could be done. I never heard back until I received another bill for tank rental for $63 just to add insult to injury. It seems to me that Suburban is price gouging customers who are locked into contracts and have no recourse or alternative.

  Suburban Propane, L.P.

  Date: 09/25/2023

  We rebilled his gas price at a special rate until May ****, then we will alert the customer to join in the Pre-Buy Program.  Customer requested to be on will call and we explained the differences of being on will call vs. autofill and will be sending him a letter to sign and return. Customer is satisfied.

• Review fromPatrick L

  Date: 09/14/2023

  5 stars

  Patrick L

  Date: 09/14/2023

  Just requested a pressure and operation test . **** ************** was here within 2 hours ! Very professional and knowledgeable! I would recommend there services to anyone

  Suburban Propane, L.P.

  Date: 09/15/2023

  Thank you for your appreciation!  We are so glad you enjoyed are customer service and we will be sure to let **** know!

• Review fromJim Z

  Date: 09/07/2023

  5 stars

  Jim Z

  Date: 09/07/2023

  ***** at Suburban Propane was most helpful getting me hooked up with a tank for my generator. Would recommend them without hesitation.

  Suburban Propane, L.P.

  Date: 09/08/2023

  Thank you for your positive feedback, we will be sure to let ***** know that you appreciated her service.

• Review fromShannon M

  Date: 08/24/2023

  1 star

  Shannon M

  Date: 08/24/2023

  Worst company I ever did business with!! I'm a renter and I paid $700 for two full tanks that I was never able to use because my furnace was broke. I had to have them com back and get the two full tanks months later because the furnace never was repaired. This company kept $570 of my money!!! I got $127 refund!!! Can you imagine? They came up with every excuse saying my son had them come for a service call and no one was home which is a LIE not to mention im a renter so how am I responsible for servicing the furnace to begin with???? I understand a fee to pick up the tanks but really, over $550 in fees for two untouched tanks that they just turned around and gave to someone else?? Thats how they make money and stay in business by robbing and ****** honest people out of their hard earned money!! Beware, this company is as shady as they come and that also explains why they aren't BBB accredited!!!

  Suburban Propane, L.P.

  Date: 08/31/2023

  On 11/16/22 the Customer pre-paid $545.00, not $700.00.  On 12/2/22 the Customers landlord wanted to run a new gas line and we have no record of the furnace not working.  On 2/10/23 we returned to perform the necessary new customer testing, after the landlord told us that the new gas line was installed and upon arrival, we found that the gas line was not installed and that the landlord was out of town and couldnt do it.  We quoted and charged a trip fee of $135.00 + tax for this visit. On 7/24/23 we removed 2 full tanks, credited customer back the same amount she paid us in November. We also charged her a restocking fee, which was well within our rights to charge. The refund of $126.34 is accurate and the charges will stand as they are justified.

• Review fromWill K

  Date: 08/23/2023

  1 star

  Will K

  Date: 08/23/2023

  I was verbally told by the salesman that the tank was free if we were sure too refill it once a year. A year later I got a tank rental bill. They said it's in the contract you signed. You got me. I didn't read the contract, just took your word for iit. Take your tank back, I don't need it.

  Suburban Propane, L.P.

  Date: 08/31/2023

  Our tank has been removed from Mr. ******* property as he requested and we are removing the close out fees to bring the balance to zero as a courtesy.  We waived his first year, but he expected it to be waived every year. thank you