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Propane
Suburban Propane, L.P.This business is NOT BBB Accredited.
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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 234 Customer Reviews
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Review fromRussell W.
Date: 01/07/2025
2 starsRussell W.
Date: 01/07/2025
We are required to receive our propane from this company due to our home community policy. The issue is that they send bills out every two weeks back to back and then call and harass senior citizens about paying their bill specifically stating they are not paid for a previous month when there our cancelled checks and bank statements to prove that they were paid.They also send out bills stating there is a zero balance and still harass. Their invoices also do not state an exact due date but state upon receipt and or within 30 days of transaction. It is unprofessional to keep harassing senior citizens when obviously there is a flaw in their billing process.Suburban Propane, L.P.
Date: 01/09/2025
Our local manager spoke with **** late this morning. We were just letting him know he had a past due balance and told him we would not call to discuss with him unless future deliveries went beyond sixty days past due. He would still get the past due letters. His past due invoice actually was applied today to his account. We explained the bills that were two weeks apart from each other must have been an invoice and a statement since his two meter readings were a month apart from each other. We apologized for any troubles this may have caused.Review fromKeghan K
Date: 01/04/2025
1 starKeghan K
Date: 01/04/2025
Would rate minus 5 stars if I could. Terrible service and they have failed to make our deliveries.Suburban Propane, L.P.
Date: 01/06/2025
We completed the system testing on 10/3, however, we did not complete the prebuy transfer form to move the remaining contracted gallons to the new account, as that is what both seller and buyer wanted). Weve spoken to the customer,apologized for our shortfall, and assured him well get his account corrected.**** be filled today and he is satisfied with that, and was happy to have a new point of contact.Suburban Propane, L.P.
Date: 01/06/2025
We completed the system testing on 10/3, however, we did not complete the prebuy transfer form to move the remaining contracted gallons to the new account, as that is what both seller and buyer wanted). Weve spoken to the customer,apologized for our shortfall, and assured him well get his account corrected.**** be filled today and he is satisfied with that, and was happy to have a new point of contact.Review fromM. L.
Date: 12/31/2024
1 starM. L.
Date: 12/31/2024
We canceled our service with Suburban Propane and arranged to have them pick up their propane tank back in August. It is now almost January, and it still sits here. On August 15, I was told they would pick it up in 2-3 weeks. They never came. On September 16, I was told they would get the tank the week of October 7. They never came. On November 15, I was told they would DEFINITELY get it by the end of the month because we were "on the schedule". They never came. I called again on December 15, and it's still sitting here. Every time I call, I'm given an excuse. Suburban charges a fee to lease their propane tanks. I'm thinking I need to start charging them a fee to lease the property that their tank has been sitting on for almost half a year. Do not use this company unless you want to waste your valuable time making call after call after call only to be lied to over and over again. We've been more than patient.Suburban Propane, L.P.
Date: 01/06/2025
We did call and leave a message apologizing for the delay, but we did in fact pick up the tank the same day. Our apologizes for the delay as we had a technician with a medial emergency.M. L.
Date: 01/12/2025
You came AFTER I posted the review, and I dont think one technician having a medical emergency would delay a tank being picked up for almost 6 months. As a matter of fact, the technician having a medical emergency was the most recent reason I was given during my last call. All of the other previous calls I made, I was given different excuses as to why the tank was not picked up, and none of them had to do with the technician having a medical emergency. We are sorry for the technicians health issues, but that was not why the tank was not picked up for six months.Review fromDale W
Date: 12/27/2024
1 starDale W
Date: 12/27/2024
They are terrible absolutely terrible promised 2- 100% disabled people they would be here with are gas that has been payed for in full for over 2 months. There is never a manager to speak to they never call you back it is absolutely illegal there practices. To begin with they sent a mentality challenged person to install my gas. And it showed he could have blown my home up and completely destroyed my 5 day old carpeting that was just installed. What they are doing is not only illegal it's criminal .Suburban Propane, L.P.
Date: 01/06/2025
Our local manager spoke to our customer Friday evening. We assured her all safety tests were completed within parameters and required testing. We added the tank on 12/31/24. Compensation was given for installation issues. Customer apologized for the comments made regarding our employee and is now very satisfied.Review fromGarnett S
Date: 12/16/2024
1 starGarnett S
Date: 12/16/2024
They mistreated me last week after having been a customer for 5 or more years. I'm a partially disabled military veteran living on a fixed income. My tank was removed a week earlier than I was told with ************************** it. I was going to switch companies so I had told them the 18 the of December would be ok. They came on the 11th instead and took it and then when I contacted the office to get it back, they brought it back and then had the audacity to charge me $158.00to reinstall it plus told me if I wanted gas it would be C.O.D. only and I had to pay up front because I'd had a very high bill in the past and it had taken me a while to pay it down. I paid them off the day they brought my tank back but they refused to wave the fee plus put me on a C.O.D. basis. I think that's very unfair treatment for someone in my situation.Suburban Propane, L.P.
Date: 12/23/2024
The balance on this customer's account hasnt been current in well over a year. He most recently received 2 deliveries in January and March of 2024 that were adjusted down to a lower rate as a courtesy to help him and his current situation.
On 12/10/24 Mr. ******** confirmed he went with a new company and wanted the new tank removed sooner if possible (originally scheduled for 12/18). We were then able to remove sooner as requested. After removing the tank (on a cold day with an incoming winter storm) Mr. ******** called and said his new provider couldnt get out to his residence to install their tank until 12/18/24 and he wanted his tank back. To which we replied we can reinstall ours but he would need to pay the full balance owed on the account 1st in addition to service fees related to the reinstallation. We believe this to be fair and just business etiquette given Mr. ********* payment history and request to have the tank removed.Review fromJennifer P
Date: 12/14/2024
1 starJennifer P
Date: 12/14/2024
They were supposed to set a tank for me on Dec 5th, on Dec 4th they call asking me to reschedule because 2 people quit. I begrudgingly agreed to reschedule for Monday. When they arrived Monday the worker was not yet trained for my particular rig. Once again they needed to reschedule, the driver told me the office would call me with a new appointment. When Wednesday came and nobody had called yet I called them, the girl in the office said she needed to look into it and call me back. By 10:00 Thursday morning nobody called back they know I'm out of propane so I call them and ask if my payment went through. The payment did go through so this is the point I go nuclear. I paid for the tank, installation and the propane in it!! They have over $400 from me and nobody can give me a new appointment. I tell the girl they need to put the money back on my card because I am going elsewhere and she starts trying to fix things. ??. She goes on to tell me I have to sign a waiver stating that I won't drive down the road dragging their propane tank!! Since they didn't have an email for me they put the paperwork in the snail mail Wednesday, not Monday or Tuesday, but Wednesday!! So now I have to get the form in the mail, sign it, get said form back to them THEN they will be able to make my appointment!! I don't understand why the driver couldn't bring the form and have me sign it. If a business has been negligent a stupid waiver will do NOTHING to protect them so I'm not understanding why they are handling it the way they are but, in this particular situation, it makes sense since everything they do is screwed up. Fortunately there are companies like ******** who are ***************! They came out the following morning after I called them and their prices are significantly cheaper! Needless to say I called the *** on suburban so hopefully they will give me a full refund and not charge me for having my money in their possession for over a month!!Suburban Propane, L.P.
Date: 12/27/2024
We tried to make contact with this customer but we did issue a full refund back to her card on 12/24/24. We are currently not hooking tanks to RVs on wheels and could not do the job for her unfortunately.Review fromJamey B.
Date: 12/07/2024
1 starJamey B.
Date: 12/07/2024
Monthly budget plan started 9/22/23 390 gallons put in tank $135 per month was agreed which totals $1620 payed We got an unsolicited deliver 4 months later on 1/3/24 where they charged us for ***** gallons. Just one month later they again supposedly deliver with out being approved by me 81.4 gallons on 2/7/24.Then after the contract was up they delivered again supposedly 43.5 gallons on 11/1/24 adding $1,076.33 to our account that we did not approve or ask for. For details our furnaces didnt even work this year so all year we have used electric heat. We have nothing using propane in our home. I know for a fact they didnt deliver any propane after 1/3/24 as I cut the valve off on the propane tank as it wasnt being used yet they charged me for 2 more deliveries. $1192.88 original agreed balance on 9/22/23 plus the annual equipment rental of $69.55 adds up to $1,262.43. $135x12=$1,620 so I should have an excess balance of $357.57 in my account. Instead I get a bill stating I owe $733.66.Suburban Propane, L.P.
Date: 12/13/2024
We have been trying to work this out with the customer without success. This customer opted into a budget payment plan with us and started making monthly payments. As standard with any budget customer it puts their account on autofill. We made auto scheduled deliveries throughout the year. Our database confirmed we were on the customer's location when deliveries were made. We discussed possibly doing a leak test and customer stated all piping is new (which confirmed from prior work orders where we tested it the first time). We stated we could remove the tank and credit back the difference to clear the balance. As a courtesy we will credit the account for 75 gallons and updated the remaining balance accordingly.Review fromChris H
Date: 12/04/2024
1 starChris H
Date: 12/04/2024
Set up appointment for new service never showed or calledSuburban Propane, L.P.
Date: 12/09/2024
On Tuesday, 12/3/24, our Service Coordinator, called Mr. ******** to reschedule his appointment. She left a voicemail to call the office, and documented it on his account. ****** has already reached out to Mr. ********* and we are getting him scheduled for his first available day. We will see this to completion.Review fromM. H.
Date: 12/03/2024
1 starM. H.
Date: 12/03/2024
Terrible racist people in house Treatment of disabled veterans uphauling, sent my documents in to get installed today a scheduled for the 3rd, they turned it around saying they did not receive my documents, I called back and after 12:00 they check the mail and find my documents, I have been waiting 3 weeks to have heat. ,gas to cook with, these people are mean enough to say to me, she will call back after her lunch, how cruel and inconvenient to a man who has had his PTSD set off by the staff at Suburban propane todaySuburban Propane, L.P.
Date: 12/04/2024
Our local manager spoke with Mr. ******** yesterday evening around 4:45pm. We apologized for the experience and offered Free Install/ Free tank of Gas. Mr. ******** thanked us and appreciated our call. Mr. ******** said he would think about our offer. We will wait to hear back from him for next steps.M. H.
Date: 12/11/2024
The people that work there can't even carry an intelligent conversation and have the nerve to call me back and not pronounce my name incorrectly I could not understand them and there slang, I said no thank you and hung up.Review fromThomas D
Date: 12/02/2024
1 starThomas D
Date: 12/02/2024
Ive been a customer for 20 years. Ive been trying to get my tank filled and every time I call I am told delivery will be happening on the day I call or the next day. I am down to 5% in the tank. The latest response at 3:30 this afternoon was I was on the drivers list and I would have my tank filled before the evening. Guess what? No propane. I will run out of propane tomorrow. Good timing as the temperatures will be in the teens.Suburban Propane, L.P.
Date: 12/04/2024
This matter is resolved. Delivery was scheduled and made on 12/03/2024.
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