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 Energy Services

  464 S Center Street Ebensburg, PA 15931

• 

  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 fromGabrielle M

  Date: 05/31/2023

  1 star

  Gabrielle M

  Date: 05/31/2023

  Never will deal with them again. Fees made up out the a** I called to cancel they tried to put my at a stop delivery...no I said cancel it ?? we were locked in with them it got pass by the county 1 dollar restock fee for canceling kiss my a** and tank your tanks and shove it

  Suburban Propane, L.P.

  Date: 06/09/2023

  We have tried to reach this customer multiple times, but our calls have not been returned. Happy to discuss further at the customer's convenience.

• Review fromJames B

  Date: 05/30/2023

  1 star

  James B

  Date: 05/30/2023

  Over charged for product, 3 times now over been told I'd get a call back Twice I've called. No word from manager. Being charged twice the price price of competition. Im done

  Suburban Propane, L.P.

  Date: 06/05/2023

  We spoke with the customer this
  morning. We have agreed that we will
  freeze his propane price for 1 year.

• Review fromDan B

  Date: 05/27/2023

  1 star

  Dan B

  Date: 05/27/2023

  We purchased a house that had a Suburban propane tank installed for cooking. This was a well used above ground tank that had been in service for many years. We recently installed an electric stove and no longer needed the propane tank. Suburban charged ** a $200 early termination fee for, "This fee helps recover installation costs that were not initially charged at the time of installation and not recovered through agreed upon fuel purchases at the start of the contract period."Clearly, Suburban has more than recouped their initial installation cost over the years of $75 rental fees. They incurred no additional cost when the service moved to our name. Regardless of if they have the right to charge a termination fee, the fact that they did so says everything you need to know about this company. They are going to ***** you for every cent they can. They won't disclose these potential fees when you sign up or leave their service. Clearly from their **** rating, we are not alone in feeling that Suburban Propane is an unethical company. Avoid this company if you can. We will never contract with this company ever again.

  Suburban Propane, L.P.

  Date: 06/05/2023

  We left customer a message letting him know that we are splitting the difference with him on the $200 invoice and we are also putting
  through a $100 goodwill credit to his account.

• Review fromSonya H

  Date: 05/23/2023

  1 star

  Sonya H

  Date: 05/23/2023

  I have been trying to get a **** Gallon propane tank for 3 months, The ********** office is terrible to deal with. The lady I need to speak with is either at the Doctor, at a conference, on a vacation or on the phone. I've paid for 1 year lease and installation fees. I need this for my whole home generator. No one ever has answers, always needs to call you back, but never does.. Office hours are 8-5pm. But at 4pm they quit answering phones. No need to speak with the manager, because the lady I need to speak with IS THE MANAGER!!! Angry in *******.....

  Suburban Propane, L.P.

  Date: 05/26/2023

  We were in contact with this customer earlier this week and resolved his issues. We applied for a permit and we told customer we would personally see to it that the job gets done right away when we receive the permit. We will call **************** weekly to make sure it all gets completed. 

• Review fromDee S

  Date: 05/22/2023

  1 star

  Dee S

  Date: 05/22/2023

  If I could give NO STARS, I would! This is a terrible company to deal with. My HOA had a **** gallon tank FULL of propane. We asked them a few months ago to come drain it out as we switched to geothermal to heat out HOA pool. After calling for weeks on end, they finally sent two guys to come drain the tank and remove it. We were told we would get full credit for what was in the tank...**** gallons! The two idiots showed up to see that the valve was "under the tank" and they had no idea how to get to the valve...really? You have a boom truck that you are going to lift it with...pick it up, put some cribbing under it, pull the propane out. WOW...difficult. So, they left, came back and did exactly what I said. I am a midwestern farmgirl, we know how to do things. Much to my surprise I received an invoice for *******...!! They actually charged me to come get their own tank! None of this was discussed, brought up or agreed on prior to them coming. What a bunch of crooks!! Stay FAR, FAR away from this company!!!!!!!!!!!! After reading responses to the other complaints against them, I can't wait to see how they respond to this one.

  Suburban Propane, L.P.

  Date: 05/23/2023

  Our Operations manager discussed the challenges of Geothermal for use here in the ********** area. Based on previous customer statements after using this type of system and its inability to meet temperature requirements we discussed having them keep our tank and system in place at no charge for one year to make sure that their new system would meet their needs and temperature requirements that they had been getting from the ** system in the past. They then called a week or two later and asked ** to come pick up our equipment. We scheduled the removal into our normal lead time of three weeks so that we had the correct amount of resources to do the removal. We had a Master Tech (30 years) a tech II (20 years +) and an estimator (20 + years) at the site so we are confident we had the knowledge necessary to complete the job. The tank, due to environmental exposure corrosion did not allow for normal gas transfer so additional equipment was needed requiring two trips out.
  Paragraph eight of the signed customer agreement shown below clearly outlines the fees that could be assed. At no time since the install of the tank in 2014 has rent been charged to this customer. Below are the list of charges as they relate to the removal of the tank.
  Tank was at 35% full at time of pickup = 350 gallons. Two credits issued to the account $644.46 & $675.43 =$1319.89.  Normal charge for restocking is $1.00 per gallon, charge to customer was zero, full credit at the price paid was given. Labor for removal three men for 5 hours at $110 per hour = $1650.00 (Customer was charged only $1391.00). Account is at a zero balance.

• Review fromAndy M

  Date: 05/16/2023

  1 star

  Andy M

  Date: 05/16/2023

  I have been a customer for 17 years. I pay a $50 yearly rental fee for the tank.Suburban propane now tells me I owe a yearly minimum fee of $5 a month which resulted in a $76 bill when all fees were added. I don't need a yearly delivery based on my usage and have always called for a delivery when needed. This is just a new way to bilk the customer out of more money each year. I am very disappointed with the company after being a good satisfied customer all these years.

  Suburban Propane, L.P.

  Date: 05/19/2023

  ******************** received a bill for ***, we explained to him that Suburban needs to come out a minimum of one time a year to inspect tank and deliver propane to check filler valve. ****************** was upset because he has been a customer for 18 years and this is the first time he had received a *** ****. We agreed to place a credit on his account for the *** charge this year, with the understanding that he would need to take a delivery within the next 12 months.

• Review fromDenise S

  Date: 05/11/2023

  1 star

  Denise S

  Date: 05/11/2023

  Is this place a scam? The only time I ever had propane was from 2008-2012 and it was a prepaid 500 gallon underground tank through another company. I know it was prepaid because they would not bury it unless it was paid in full beforehand. The person I spoke with then asked me about another address that I lived, saying there must've been one there and they're going to send someone to investigate it. That house was a rental and we have had no propane since 2012 at any location. Plus the **** was in my name and my ex husband of 10 years. He didn't live with me at the other address mentioned. Maybe I can get some answers because customer service was not helpful.

  Suburban Propane, L.P.

  Date: 05/16/2023

  ******** was concerned about a bill that was told she owed but we informed her that there was not a bill.  We were looking for the tank at location #2. Customer said there has not been a tank there since 2013. We told her we would send a technician there to look and see what he could find.

• Review fromTIMOTHY Q

  Date: 05/09/2023

  1 star

  TIMOTHY Q

  Date: 05/09/2023

  I'll start by sharing I seldom write reviews....however I believe I need to in this case to warn others.I purchased my home new in 2017, it was the first home I've owed which uses Propane. The builder had contracted with Suburban Propane (SP) for the tank and service, which was transferred to me upon closing. I accepted this realizing I didn't have a choice in the matter. Fast forward to 2023. My neighborhood was afforded the opportunity receive *********** due to new developments in our area. There needed to be a percentage of the homes who agreed to the change in order for this to happen, so my wife and I signed up in support of our neighbors. My neighbors explained there would be a charge to have the tank removed but the propane companies would purchase back any unused propane and refund any funds on account with them. Today I called a local representative of SB to learn that this is not the case with their company. They will NOT purchase back any unused propane and the $1300.00 we have on account with them will NOT be refunded, but instead forfeited to SB and added to their already bloated bottom line. I'm sharing my story so that others can make an informed decision before they choose their Propane supplier. I'm encouraging anyone reading this to look elsewhere for your needs, and to share my story with friends, family, co-workers, etc. If you know of anyone having a home built, or purchasing a new home, be sure that they insist the builder uses a more reputable supplier. In closing, I'll be reaching out to our Attorney General and any/all other agencies I believe *** help not only me but the thousands of customer who have been done wrong, and those who will by SB....and I'll get word out on any/al social platforms and neighborhood groups. I'm confident that I/we can make a difference by sharing our story. My ask of those of you who are reading this, PLEASE SHARE!!!Thank you

  Suburban Propane, L.P.

  Date: 05/11/2023

  Customer signed a Pre-buy contract and agreed to the terms and conditions which clearly state that there will be no refunds for unused gallons. A credit will be applied to the following year for any propane that is purchased. We pre-purchase these gallons for our customers since they contract with us for a certain amount of gallons that they will need at a lower rate.

• Review fromKevin D

  Date: 05/08/2023

  1 star

  Kevin D

  Date: 05/08/2023

  Suburban propane is a company I would not do business with again. We prepaid for propane and because we were moving, the company would not reimburse us $336.61. We are a retired couple on a fixed income and requested that the company reimbursement the money we prepaid. They said they couldn't do that and that we would have to either donate the $336.61 to another Suburban customer or they could drop off a 100 gal tank for us to use. We're with another company and just want our money back. What I don't understand, every month the company spends about $2.00 worth of paper and a stamp to mail us a credit statement. So they would rather spend $24.00 a year, we've been getting these statements for 2 years now, rather than just give us our money back. We are so disappointed in this business and feel that they have no respect for the years we used their business. What kind of business model are they setting?

  Suburban Propane, L.P.

  Date: 07/28/2023

  We are going to release funds back to customer as a courtesy. This customer entered into a Pre-Buy arrangement and in accordance to the contract signed, any unused gallons are not to be credited.  

• Review fromJkk K

  Date: 05/03/2023

  1 star

  Jkk K

  Date: 05/03/2023

  Extremely disappointed with Suburban propane. They dont on time to refill the tank. It takes several calls and many days for them to refill and complete a simple task. Their customer service is the worst. I

  Suburban Propane, L.P.

  Date: 05/09/2023

  The customer uses the ******************** for cooking and gas fireplace. We had a schedule to change out for a larger tank. When we got there someone named *** came out and said he did not want a larger tank, so we had to reschedule to bring back a smaller tank. The tanks were set with minimal gallons due to the placement and getting the tank in safe. We did not get back in time to fill it, and the customer ran out the day before the delivery was scheduled to arrive. We received a call about 7 PM on 05/02/2023 from our call center and explained that cooking and gas logs was not an emergency delivery after hours. We called the customer the next morning and left a message that we would be out to make the delivery. The delivery was already on the drivers rout for that day. No one was home at the time of delivery.