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

  464 S Center Street Ebensburg, PA 15931

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  Suburban Propane Gas Corp

  P.O. Box 67, Wash. Rd. Waldorf, MD 20604

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  Suburban Propane Gas Corp

  31 Derwood Circle Rockville, MD 20850

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  Suburban Propane

  444 Route 61 South Schuylkill Haven, PA 17972

Review Details

• Review fromJeffrey B

  Date: 02/21/2025

  1 star

  Jeffrey B

  Date: 02/21/2025

  I am filing this complaint against Suburban Propane for unethical price gouging on heating oil. On 2/28/25, I received a delivery and was shocked to see they charged me $6.54 per gallon. After contacting several local heating oil companies, I confirmed the market rate in my area is between $3.66 and $3.75 per gallonnearly half of what Suburban Propane charged.Outraged, I called Suburban Propane for an explanation and refund. The representative, *****, consulted her manager and initially offered to lower the price to $5.99 per gallonstill excessively high. Only after I threatened to expose their pricing did they further reduce it to $5.29 per gallon, still well above local rates. This suggests Suburban Propane deliberately overcharges customers and only adjusts when confronted, demonstrating deceptive and exploitative pricing.Feeling cheated, I immediately canceled my service and switched to a competitor with fair pricing. I suspect this is not an isolated incident but a broader pattern of overcharging.Desired Resolution:A full refund of the difference between the $6.54 per gallon charged and the highest confirmed market rate of $3.75 per gallon.A commitment to fair pricing and transparency to prevent future overcharging.An apology for their unethical conduct and failure to address my complaint responsibly.If Suburban Propane fails to act, I hope this complaint warns other consumers. I can provide my delivery receipt and competitor rates upon request.Additional Comments:Suburban Propanes refusal to correct an obvious overcharge until pressured reveals a culture of greed. The BBB should investigate and hold them accountable.Signed,******* ********

  Suburban Propane, L.P.

  Date: 02/25/2025

  We had a nice long conversation with *******. He originally was upset that the National Average is not what he was paying, and we walked him through the website and explained the price that he was referring to was for customers who average 1200 gallons, minimum, a year.He falls short about 700+ gallons. After a while of explaining he understood. We said we would honor the rebill price that he was stated, and he was happy with that.

• Review fromCrystal W

  Date: 02/17/2025

  1 star

  Crystal W

  Date: 02/17/2025

  Called for a fill of our tank, my bad for not asking price/ gallon prior to fill, but in no way did I EVER expect to be paying more than double of what other local companies were charging (***** vs 2.59). Called customer service and that indeed is their price/ gallon. The only payment option is a pay in three.. which I told them was not possible as we were expecting to be paying half of what we were, so we will just be paying a late fee. We will be switching to another company but have to pay the bill off first as the only option is a credit to your account when discontinuing service with them. Never expected this as we originally made the switch to Suburban because of their prices when we moved to the area 12 years ago. Extremely disappointed.

  Suburban Propane, L.P.

  Date: 02/20/2025

  Customer was contacted and offered to have delivery re-billed at $3.099 which was our secure plan rate. Also discussed going with secure plan or pre-buy plan moving forward for next heating season. Agreed to have paperwork sent out for those plans once they are available.
  
  Customer very happy with outcome and thanked us for resolving issue.

• Review fromDavid K

  Date: 02/11/2025

  1 star

  David K

  Date: 02/11/2025

  Absolutely terrible company.i wish I could give them a zero. **************** is absolutely terribly I called and asked for a Manger it took two days to get back to me and the Manger told he called several times and left messages..he did not at all..and the price increase without any notification to well over the state average is ridiculous. Price went from 1.79 to 2.50 to 4.11 in less then two months without any notification.i asked for a larger tank to be able to get more at once and save money when i noticed and i was told no.Then I notice they only gave me 120 gallons in my tanks after delivery.i paid for 150 gallons and I when I asked about the other 30 gallons I got scolded and told I was wrong.since they won't fill my tanks with 30 gallons owed to me that I already paid for I am urging everyone please go somewhere else.this place is a rip off and extremely scandalous when it comes to price Gouging..I can not ***** to be done with them.

  Suburban Propane, L.P.

  Date: 02/18/2025

  Customer received all 150 gallons that were paid for. Customer did not understand that tank gauge displays % and not gallons. We are picking up the tank as soon as we are able.

• Review fromT. V.

  Date: 02/10/2025

  1 star

  T. V.

  Date: 02/10/2025

  I am a Suburban propane residential customer in **************, ** for approximately 1 year 3 months. I recently reported a problem with my propane to the company call center and was advised a technician would visit my home. Several hours later, a fuel delivery employee arrived and said he was sent an advised to shut off propane to the house but did not give a reason. He contacted his supervisor and asked when a certified technician would be out to inspect Suburbans propane tank and regulator; he did not know. I called again later that day, no update. I called them again two days later, spoke with an employee who asked me for all the details again and stated they could not help me since they only answered the phones, a manager would call back. Several hours later, an employee identified himself as *********, a manager. He refused to send a technician out to inspect their equipment unless i paid a service fee and a technician would not be available until 9 days later. The tank and regulator is their equipment; when I signed up to for their service, I was informed that they would service their equipment at no charge to the customer. Benefit of leasing the equipment. They claimed it was an emergency to shut the gas off but wouldn't provide a technician for many days. This delay puts me and my family in danger of a propane hazard and Suburban propane refuses to handle this in a timely manner. It appears this company is out to **** customers out of more money and has a total disregard for customer safety. I am so disturbed by this response, I intend to find another provider and want to terminate my agreement with them and want all fees waived and reimbursed for fees paid already paid.

  Suburban Propane, L.P.

  Date: 02/17/2025

  We were called to the residence on Feb. 8th as we were informed of a hazard due to an orange flame on his stove.  We attempted to lock the tank but customer kicked our tech off his property. Customer then later called asking why we put in as a hazard. He did not see, smell or hear gas. We offered to schedule a tech to come out and he would not confirm and would just change subject. We spoke for an hour. He doesnt want to pay any fees as we explained that if there was an issue with our equipment we would not charge. We asked if he smelled, saw or even heard any gas. He said no. We asked if he had a carbon monoxide detector go off and he said no. He said his stove now had a blue flame. We asked numerous times if he wanted a service call and attempted to give him dates. He would not confirm a date and he began to curse and we had to disconnect the call.  If customer would like us to come back out, he can contact his local store to schedule a service call.

  T. V.

  Date: 02/25/2025

  When I called AM Saturday spoke with call center, I was told a technician would arrive to inspect the tank and regulator for possible issues. I was never told it was "unsafe" or "turn the outside tank off" or call 911. Several hours later, a delivery driver arrived, employee claimed he is a gas delivery driver not a technician and needed to lock tank but didn't know why or say the situation was unsafe. He called his supervisor, was asked when a technician would arrive, said they didn't know. At no time did an employee tell me it was ******. Why were they locking the tank? If it was unsafe, why did they not send a technician to inspect tank/regulator? Tell me to shut the tank off. Driver attempted to hand me a bill for several hundred dollars. Says "I have to give you this". He felt bad about it. He was asked why the bill since a service was not performed. He departed. Several days later, spoke with manager. When asked several times if the tank was ******, manager refused to say and couldn't justify locking tank or giving the bill. This company sent me a bill in the mail for over $270 and didn't do anything except put me and my family in jeopardy. Propane is a hazardous/flammable gas, and this company should have responded to inspect their equipment right away. Now they are trying to rip me off by asking me to pay this scam charges. Do they wait for the tank to explode before sending a qualified technician? People die or get seriously injured before they take appropriate action. Put me and my family in danger. They tried to scam me when I had the tank in installed a year ago. I was quoted a price for install by an employee; delivery driver charged several hundred more and says the managers price was wrong. I paid it. Not this time. This company scams people with fake charges and expects them to pay.

  Suburban Propane, L.P.

  Date: 03/04/2025

  This customer refused to talk to our manager, while our tech was there. The reason it was dispatched as an emergency is because he said his family was in danger and they were unsafe. Customer insisted. When we attempted to lock off tank to make it safe, he kicked our tech off the property. 

  T. V.

  Date: 03/10/2025

  The last response from this is company is not accurate. After reporting the problem to the call center, delivery driver and several days later with a manager, none of them mentioned an "unsafe" condition. The employee that came to lick the tank was a driver, not a technician to inspect the tank. Driver said he didnt know why the tank was being locked, just told to do it. Thru the driver, the manager was asked when a technician would arrive to inspect there tank. I was told the manager did not know. If it was unsafe, why wasnt a technician sent to. Inspect the tank? Why several days later, manager still didnt insist on sending technician to inspect the tank unless i paid for it. They still sent me a bill for almost $300 and they didnt do anything about the possible problem if it was unsafe, why put me and my family on danger and send the right person, right away. This company is scamming me to get money for fraudulent charges and puts customers at risk with flammable product and faulty propane tanks and regulator. My tank was inspected previously for a faulty gauge and they still havent fixed it.

  Suburban Propane, L.P.

  Date: 03/17/2025

  The customer's perspective was that the tank was unsafe, not ours.  If the tank was unsafe in their view, they would have allowed us access to the tank.

  T. V.

  Date: 03/24/2025

  This started when i ***orted a possible problem with the company. A *** took my information, an employee came to lock the tank to prevent use and i was told leave my house without explanation. I was not advised when a qualified tech would arrive to inspect their equipment. I regret calling due to the confusion this has caused. The company is demanding that i pay over $250 because they sent someone to lock the tank. I did not ask them to do this and should not be responsible to pay for something they did. After turning the tank back on, everything appeared to be working normally. If i had listened to them, i would still be not in my house.

  Suburban Propane, L.P.

  Date: 04/01/2025

  We did review the call. He was in fact told by the contact center to turn off the tank and even repeated instructions back to them on how to do so. They did tell him it was a hazardous situation and read him the hazard script. Told him the evacuate the home. They informed Mr. ***** they would dispatch the on call personnel and they would do what was in their ability to handle it. Mr. ***** kicked the driver off his property and would not let him perform his duty. This customer states it wasnt hazardous, but he keeps saying we put him in danger. If he was in danger why did he kick the driver off his property? The price is correct. He thought he was being charged for a first year rental and he was not. I have offered numerous times to send a tech out there. Customer keeps asking if there will be a fee. He was informed that if there is an issue with our equipment then no fee is charged. Customer refuses to let us send anyone there and as such he won't let us address the issues he's reporting to the BBB.

  T. V.

  Date: 04/08/2025

  That is totally fabricated by this manager because they made a mistake by not sending a technician to inspect the tank for issues. I reported the problem with there equipment, they sent a driver to lock the tank until who knows when. Manager claims didnt a have a tech on duty to send. I lease the tank from them, its there responsibility for proper operation and safety of customers. I want a copy of the recorded call with the call center. Manager thinks im making this up since his company made a mistake. Dont do business with this company. The tank gauge identified last Oct as being faulty by them still hasnt been fixed. I dont think they want to fix it. They want me to pay $260 for them sending the wrong employee to address the tank problem that i reported.

• Review fromB. A.

  Date: 02/07/2025

  1 star

  B. A.

  Date: 02/07/2025

  I called several similar companies in the area, and was quoted prices less than $3.50 per gallon for residential propane. Suburban just filled our tank and charged us $5.85 per gallon - over twice the price of one local company I called!! Unbelievable! I called customer service and they simply said their price is what it is and offered no explanation for why it is SO high! Needless to say, we will be switching companies as soon as possible to avoid being taken advantage of in the future. AVOID THIS COMPANY!!!

  Suburban Propane, L.P.

  Date: 02/13/2025

  We have reached out to the customer and left a message to return our call. We can offer to re-bill his last delivery at $3.399 per gallon as a one-time courtesy. Customer is a low volume user who only takes an annual delivery, but has also not purchased gas since 2023. We have reached out to customer to offer him our special summer fills in the past. We suggest he takes advantage of those fills moving forward or enroll in our pre-buy rate if he prefers the winter delivery.

  B. A.

  Date: 03/11/2025

  We have accepted the rebill, and appreciate the effort that was made to rectify the situation. We do not appreciate, however, the indication in their response that the fact that we are a low-volume user or that we didn't fill in the summer have any bearing on the situation. At the end of the day, price gouging is still price gouging. We intend to find another company to serve us in the future who will price their product fairly, regardless of the season.

  Suburban Propane, L.P.

  Date: 03/17/2025

  We wish you well with your new service provider, however, all companies have a similar pricing model after their introductory rates expire.

• Review fromAmy O

  Date: 02/03/2025

  1 star

  Amy O

  Date: 02/03/2025

  They just tried to charge us $5.90/gallon for propane when the going rate is $3.40! How long have they been doing this!! Called and they dropped the rate but pretty sure Ive over paid them thousands.

  Suburban Propane, L.P.

  Date: 02/07/2025

  We have resolved this with the customer  As a one-time courtesy, we matched the competitor's price, which was a first fill rate for a new customer.

• Review fromMarion G

  Date: 02/03/2025

  1 star

  Marion G

  Date: 02/03/2025

  For the second time this winter season, my Suburban propane tank has run empty - once in Dec 24 and yesterday 2/2/25. I got similar responses both times, except I did receive an emergency 20 gal in 12/24. This time, after 3 calls, and 5 hours later, I was told that the emergency driver ran out of hours and that I would get the first delivery today. Im writing this at 1 pm today, and after 2 calls and still no delivery, I was told that they had some problems but would come out today. Last time it took them over 2 whole days to make a delivery, complaining about the driving conditions the whole time. Though none of us locals had any problem driving and other propane company deliveries had been made. They also took out my mailbox when they left (saying they would reinstall it sometime). The driveway has a 3 vehicle width. The temp outside in Dec was in the single digits. This time its in the 20s. But, a constant temp between ***** in the house is cold! I hope they do come today, but am waiting to hear some excuse. This is ridiculous and unhealthy! The delivery scheduler, their best estimate of when to fill the tank, needs to take into account the weather, or be fired. Still waiting for a refill.

  Suburban Propane, L.P.

  Date: 02/07/2025

  The issue with the run out of fuel were due to an inability to access the property. The house sits on a narrow fire lane that slopes downwards towards a lake, and is now plowed by a private person who does not use sand or salt.
  
  After our emergency call out on 12/20, where we drifted in a small amount of propane, we made two attempts to send the bobtail to fill the tank, and were unable to due to the state of the road. We then reached out to her to let her know the situation, and explained that the road needed to be passable.
  
  On 12/24, we returned to attempt the delivery. We were able to fill the tank, but very nearly got stuck. The road had been plowed, but her driveway (the only area where the road is wide enough to turn around) was a sheet of ice. We were only able to get out after removing the mailbox.
  
  We then attempted to deliver on 1/18 and 1/27, but were again unable due to for the same reason, and she ran out before we could return to make a third attempt. We delivered on 2/3 as promised.
  
  We left the customer a message to discuss, and also increased her delivery frequency. That wont help with the access issues, but itll come up on route earlier and give her more time to get the road and driveway cleared.

• Review fromElaine C

  Date: 02/01/2025

  1 star

  Elaine C

  Date: 02/01/2025

  This company price gouges. They were charging 6.09/gallon for heating fuel. The average for *********** is $3.91. When I called they agreed to reduce the price to $4.39/ gallon. Upon researching other local companies I find pricing as low as $3.29/gallon. This account is for a widowed, 91 year old woman living alone. This is a disreputable company in my opinion.

  Suburban Propane, L.P.

  Date: 02/04/2025

  The customer in question is **** *****, however the person who made the complaint is ******, the customers daughter. We delivered ****** gallons on 1/16/25. While the customers claim that the state average for fuel oil is $3.91/gallon is correct, that average assumes an annual consumption of 1100 gallons.
  
  In the past 3 years, the customers average fuel consumption is 506 gallons/year roughly half of the usage upon which the NYSERDA average is based. Propane pricing is based on annual volume purchased.  On 1/29/25, the customer called in with a price objection. We advised that she was priced correctly based on her usage, but offered to rebill the last delivery at $4.699 because the has been a customer since 1973. We last spoke to ****** on 1/31 and let her know we had processed that rebill, and would send her an email confirmation. The customer agreed at that point, the matter is resolved.

• Review fromKenneth B

  Date: 01/27/2025

  1 star

  Kenneth B

  Date: 01/27/2025

  On Jan.9th, 3 weeks ago, we signed an agreement with Roanoke Va Suburban Propane for propane delivery. At that time, we were told delivery would be made on Wed. Jan. 15th. After several calls complaining that the delivery was not made, we were then promised delivery for Wed. Jan 22nd, which again, did not happen. Now it is Jan. 28th and still no delivery, almost one month with no explanation???

  Suburban Propane, L.P.

  Date: 01/28/2025

  Tank was filled today. The tank still had plenty of gas (30%) upon our arrival. Customer is all set.

• Review fromShelley A

  Date: 01/24/2025

  1 star

  Shelley A

  Date: 01/24/2025

  Do not, I repeat, do not go with this company. We are on automatic refill and its been almost one year since we had a fill. We have called numerous times requesting a refill only to be told were on the schedule. We are currently below 4% and still waiting. We will probably run out again,just like last year. They are never late taking our automatic payment tho

  Suburban Propane, L.P.

  Date: 01/30/2025

  Our local manager spoke to *******, who was very pleasant.  We apologized for wait and gave her the managers work cell number to call if they had any other problems and told her to ask for him personally if she called the office. She was provided 100 good will gallons for her inconvenience, which she was grateful for.