Business Profile
Propane
Suburban Propane, L.P.Headquarters
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Reviews
This profile includes reviews for Suburban Propane, L.P.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.19/5 stars
Average of 233 Customer Reviews
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Review fromRita B
Date: 10/09/2022
1 starRita B
Date: 10/09/2022
This company said in 2014 money was owed and in 2015 it was paid. For that "my account was closed" it was a pay on the order after you got it deal. 2022 I call again to see if I could get a delivery. ******* with one L said to call corporate and see If I could open my account again. ********* in corporate billing said, yes your paid we can open your account. ******* with 1 L though said I could only get Cash on delivery. Hmmmm... this ******* had me call corporate to open a COD account??? COD that you should just be able to get anywhere at anytime with out RE- Opening an account. What a fools run I let this person lead me on. I'm sure she got a good laugh. However I don't feel amused. I feel disappointed and disgusted about the nature of this business and the rude, clueless people they have employed.Suburban Propane, L.P.
Date: 10/11/2022
********************* was so upset because she wanted to be put back on a budget plan. Our policy states that a new account must be opened for any return customer that was previously doubtfulled due to non-payment. The policy also requires the new account to be C.O.D. or secured by receipt of a deposit. ************ will not agree to be a C.O.D. customer, therefore we cannot open a new account for her.Review fromSherry S.
Date: 10/07/2022
1 starSherry S.
Date: 10/07/2022
Called to cancel because I hadn't used my fireplace and with the cost of gas so outrageous it seemed a waste. Imagine my surprise when these gougers are charging me $135.00 to pick up the tank. Just goes to that these companies will s**** you coming and going. Zero stars!!!!!Suburban Propane, L.P.
Date: 10/11/2022
The customer was told there would be a charge prior to the service call. We cannot make any adjustments. We charge all customers the pick-up fees.Review fromAndy P
Date: 10/03/2022
1 starAndy P
Date: 10/03/2022
It has been two months asking this company to come and pick up their tanks from my home and after two months they keep postponing the appointment. I have been so patient and it is very disappointing that the customer service is so bad. I understand that emergencies come up but after two months it is impossible that this company can not find a space in their schedule to come and remove these tanks. My appointment has been cancelled and rescheduled numerous times. I have never complained like this for any other company in my life but I am very disappointed in this situation and I cannot recommend this company for your gas needs because they are very very unreliable.Suburban Propane, L.P.
Date: 10/04/2022
Customer was contacted earlier this morning. It has been scheduled for pick up for Friday morning, first appointment. ThanksReview fromKailee M.
Date: 09/29/2022
1 starKailee M.
Date: 09/29/2022
Suburban has had my familys heat turned off for nearly a week with no sense of urgency to get it back on. It is 45 degrees in our home and this is the only source of heat. **************** reps have completely lacked empathy on my familys situation, and they REFUSE to give us any update. We find this incredibly predatory.To make matters worse, this is a result of miscommunication on their end with their tech (who came to fill our tank) after we PAID nearly $1500 at closing for the fuel. We are FREEZING. They shut off our heat and hot water with absolutely zero warning while we were away from home. If you have a choice, please DONT choose Suburban.Suburban Propane, L.P.
Date: 10/03/2022
This new customer just signed a customer agreement with us today, and we are doing their MIMO gas check and distillate tank inspection today as well. We were never notified for over a month that they bought the house and moved in. This has been resolved.Kailee M.
Date: 10/03/2022
While it is true that Suburban has now come to fix our situation (after us calling corporate and begging for days), it is completely untrue that we never notified them. We spoke with one of their techs on our closing day.Review fromPaul T
Date: 09/21/2022
1 starPaul T
Date: 09/21/2022
I can not recommend Suburban Propane. I had a tank delivery and fill scheduled for yesterday. I had to wait 3 weeks to get this appointment. When I called to confirm yesterday I was told they were too busy and I'd have to reschedule in another 3 weeks. From the tone of the conversation it was quite apparent they had not actually scheduled me and used the lame excuse of being too busy with other services. No apology or attempt to work me in since it was obviously their mistake. So I'm expected to go a minimum of 6 weeks without propane for cooking or a water heater. So much for the website describing excellent dependable customer service. I'm considering going back to all electric appliances and avoid the unreliable propane dealers in my area.Suburban Propane, L.P.
Date: 09/28/2022
Our local store manager spoke to this customer. We apologized for the length of time it took to get him scheduled. We have his install scheduled for Monday morning, 10/3. Thank you!Review fromKraig R
Date: 09/20/2022
1 starKraig R
Date: 09/20/2022
I just moved into a house that uses propane, so I shopped around and found 2 different companies. The people that lived here before me used Suburban Propane, so they had a big in ground tank installed. I was told that if I used the other company, it would cost me a fortune in fees and cost of removing the tank. I decided to use suburban propane because they told me that I would not have to pay for any of that or the inspection that they told me is mandatory, even though the people before me just had it filled before they left. After the inspection I got a bill for $106.00. I asked why I got the bill and they told me everyone gets charged for the inspection. Never mind the fact that I tried calling for a good week straight and could not get anyone on the phone. I finally wrote a note on their website and someone got back to me after a week. This company lies, ******* and dimes you to death, and the person I talked to on the phone gave me attitude because I said that charging me after I was told there was not fee was unreasonable. She just kept repeating everyone has to pay for an inspection, and that's "the way it is." Which is just another phrase for we are charging because we can. If you have any other choices for propane, you have been warned, this company is terrible, go with a different company.Suburban Propane, L.P.
Date: 09/22/2022
Our local manager called and explained the cost of the gas check and whats involved, as well as why we do it for the customer's own protection. Customer was happy explanation.Review fromEverett G
Date: 09/20/2022
1 starEverett G
Date: 09/20/2022
Suburban is terrible about getting thing done ! There fuel prices are based on east coast prices . Example July price was ***** for buy early plan our local price was2.499 . So I decided to change services to another provider . Still waiting for them to remove their tank but after several calls & failed appointment dates their tank is still here . I also asked them to put tank back on concrete pads cause it cam off 2or3yrs ago . They even had one of their trucks set a tank for my new ************ asked the driver if he would set mine back on pad while he was here . The tanks are right together &a I cannot send a message on roblox he had do was move boom 4ft to raise mine up. I even let him on my property to set the new tank ! My next step is to move it to a place where it will be very hard to get to & out of my way .0 starsSuburban Propane, L.P.
Date: 09/23/2022
This tank was picked up on Thursday 9/22/22. We apologize for any inconvenience.Review fromHeidi H.
Date: 09/19/2022
1 starHeidi H.
Date: 09/19/2022
Absolutely terrible customer service. I am glad to say I will never be a future customer of theirs again. ************************* was the primary reason for this review. A total lack of research into the situation and failed to use my permanent address that they had ON FILE and had used for ALL previous communications and then wanted to blame me for lack of response. Glad to be done.Suburban Propane, L.P.
Date: 09/20/2022
Our local store manager looked into this matter and we have been trying to contact **************** since April to collect the unpaid balance. The collections department as well has tried numerous time through phone as well as mail to inform of a past due balance. The balance has been paid. We continued to reach out to this customer with no luck, therefore should she need further assistance, she is welcome to call her local service center.Heidi H.
Date: 09/20/2022
Both statements are in fact false. The balance they are referring to was from **** 29, 2022 that I did not know about because of their lack of communication. So the statement about contacting me since ***** is false as I had paid all bills on time prior to that **** bill. I have sent proof of this fact to the BBB that discredits your first statement. Suburban Propane had previously mailed me all other bills pertaining to my account, again which I have provided proof of, and was not aware that I needed to pay a follow up bill since their corporate contact told me I didnt need to worry about it as I had vacated the property and a new tenant had moved in. Once I was aware I paid the bill immediately despite their horrible customer service as I understood that it was my responsibility. Secondly, I have never been contacted by the collections department, again proof has been provided to the BBB that they were not involved at all, proven by an email FROM suburban propane themselves. Between their complete lack of customer service and their blatant lack of honesty now after my review I feel it is important for potential future customers to know what theyre getting themselves into with this company. It is obvious from the other poor reviews here that this is a substantial issue with this local branch and should be noted as such.Review fromChristin O
Date: 09/15/2022
1 starChristin O
Date: 09/15/2022
Our account is in my partners name, so Suburban will probably say I don't have an account, but we do. We have to pay 2 weeks in advance before the propane is delivered. This is ancient practice... similar to back when credit cards were swiped with a manual machine or you sent checks for a catalog order and then received your order a couple of weeks later. Now we are in the age of you are charged when the service is provided as it's all electronic. Suburban needs to update their payment. Also, to all reading these reviews...note how Suburban responds to EACH and every ONE of these reviews. There is no effort to say they are sorry for any misunderstandings or problems. They argue, they say the customer was wrong, etc. There is not a single positive review. not one... how Suburban responds is an exact example of how their customer service is.Suburban Propane, L.P.
Date: 10/12/2022
Our records indicate the customer gets deliveries within a reasonable time frame after payment is scheduled. We have recommended net 30 payment terms with credit approval as a resolution. We will also address the aesthetic condition of the tank.Review fromErin W.
Date: 09/14/2022
1 starErin W.
Date: 09/14/2022
This is the worst company I have EVER used. I bought a house in 2019 with a leased underground propane tank. I was told theres only three years left on the lease, assuming I would pay lease for three years and then own it (never having used propane before). 2 years in I called to ask when I would own it exactly because Suburban is charges me DOUBLE what other companies charge! Staff told me I would never own it. My contract states that they can sell the tank in certain situations, they just refuse to do so even though information was mis-communicated to me and I did not fully understand what I was signing. Additionally, this company has said to me, an underground leased tank thats very unusual. No kidding! Why do they do this?!The tank is probably 15 years old and I offered to buy it from them! They still say no and that they will sandblast it, refurbish it, and then reuse it. I told them my yard is completely fenced now so removal would be inconvenient. They dont care. They said they will bring a crane to remove it. How is more cost effective than letting me buy this old underground tank?! Also, they say I must excavate it. No company will do this for less than $1000 and I was told its so close to the concrete holding one of my deck posts up that a **** may need to brought it to hold my deck up so it doesnt collapse, which will cost even more. I will also have to remove part of my fence to have necessary equipment brought it. I have tried to compromise with this company but they want to bleed my dry. My cost per gallon is SO high. They have my usage amount way lower than it really is because of past delivery s**** *** on their end. The manager was nice and supposedly asked his boss if they could sell the tank to me. He said just wanting to own it wasnt a good enough reason. Thats not my only reason! I plan to rent an above ground from another company. This tank will stay put for now and rot. I am looking for into hiring a lawyer.Suburban Propane, L.P.
Date: 09/26/2022
We have tried to discuss this customers concerns but our messages have not been returned. We would be happy to work with ****************** but she would need to call the local manager back so we can better address her issues. Thank you
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