Suburban Propane, L.P.

Review: Paid for propane in advance for household containing 2 small children and havent received with record low temperatures forcast. Cannot get a response

paid on 1/2/14 for propane and customer service cannot tell me when I will get propane delivered. Cannot get a response from home office and I have a 2 small children ages 4 and 5 in household. Company I have been using was bought out by suburban gas and customer service is virtually non-existentDesired Settlement: refund of payment and I will change companies

Business

Response:

The customer did call in and pay for a delivery, but was on a delivery hold for an outstanding balance on her account. The route was full for Monday January 6th, but told her we would try and work her in, but the driver was unable to make a delivery based on call ins on his route scheduled earlier in the week. The customer is scheduled on route january 11th for delivery.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

There was NO outstanding balance. I paid for Gas and Tank rental via debit card over the phone. They are trying to make it look like I owed more than that?. Thay will lose a customer as soon as I need a refilling and I will expect a pro-rated refund for tank rental. Their website should have a complaint link and their customer service desperatly needs training. I asked for a call back from a manager 4 days after it was paid for in full and no onne would ever call me back. The number customer service gave me to call also was not answered all day on monday January 6th? We did get gas on Friday January 10th. But still have not received call I asked for. I have gas and will get it next time from a company that values its customers

Regards,

Business

Response:

We apologize for the delay in delivery and the inability to reach a customer service rep. The week of January 6th was extremely busy both in fuel delivery and call volume due to the extreme weather experienced across the country.

Review: Last winter suburban propane did not deliver propane to me and I ran out, resulting in no heat. This winter I'm trying to get a delivery and I keep getting the runaround by the people in south Windsor. I've been calling for two weeks (a total of 6 times) and nobody can tell me if/when propane will be delivered. I am supposed to be on automatic refill but apparently that means nothing to anyone. I am completely disgusted by the lack of service by this company and their inability to provide the service that I pay for. I will tell everyone I know that suburban propane is an inept company and unable to provide any service or customer service to anyone.Desired Settlement: I expect to have propane delivered today and to get a substantial discount on the $/gallon for this delivery.

Business

Response:

We apologize for the delay! The customer's delivery has been taken care of with a 4 cent deviation aginst his price category

Review: We signed secured plan contract with Suburban Propane on 9 August 2013. In September/October 2013 Suburban Propane REFUSED to continue delivering Propane unless safety concerns cited by their technician were addressed. Mind you that, the technician was sent here at our request (the customer) to convert the newly purchased gas range into propane. If we had not made that service request, there would have been no safety inspection and I would still be receiving the delivery from Suburban Propane like past 10 years. If safety is important to Suburban, then they should have sent the inspector on their own prior to signing the contract. In past 10 years, not a single technician has come to our property for safety inspection.

However, we tried to address their concerns and made recommended changes. It still didn't satisfy them, and wanted me to do expensive modifications, with winter just around the corner. I had no choice, but to go to a more reliable Propane supplier for the upcoming winter. The new Propane supplier has no safety concern what so ever. I made several attempts by phone to resolve this issue with Suburban Propane. My current balance with Suburban Propane is -354.07, that means they owe me 354.07. Instead of refunding my money, they are demanding $1464.22 according to bill dated 20 May, 2014 for the propane amount that was signed on the contract, but THEY refused to deliver.

Therefore, I expect full refund of $354.07 from them.Desired Settlement: Businesses have responsibility to deliver their commitments and if there are concerns, give reasonable time to customer to address the situation. And certainly don't have customer sign the contract and add conditions later. In my scenario, Suburban Propane did the honor the commitment of delivering the propane according to the contract.

Business

Response:

A refund in the amount of $354.07 will be processed and the account terminated. The refund can be expected within the next 15 business days.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: In January 2013 I had my whole house converted to propane. At that time I was in frequent contact with representatives from the local Suburban office. It seems as though the very moment I signed a three year contact with them things began to go downhill. First I paid to have the three tanks they delivered filled but was told that it would take "up to two weeks" to be put on the delivery schedule. This was going to leave me with no heat or ability to cook in Feb in the mountains of Pa. Of course this wasn't acceptable so they charged me $75 to deliver the propane. Then came the slow leak. The "technician" from Suburban did a system and pressure test when the plumber finished his work. As soon as the system was up and running I started to smell propane but was told that this was normal with a new installation. Well, after nearly a year I called the plumber back in to check the system and faint smell of propane and it turns out there was a leak and it was at the location where the technician pressure tested the system. Suburban's response to this? Our technicians are professionals. Its not our fault. In the meantime we have no idea how much propane was leaked and wasted. The next issue is the guage on our tank. It does not work and has never worked. We have been told that they just don't work. Well, because we don't have a working guage we don't know that we are low on propane until we actually run out. This has meant that we were a week without heat or the ability to cook in November. In December we had to pay the $75 emergecny delivery fee (it turns out that the truck was right around the corner anyway). Not wanting to run out again, I paid for a delivery a week ago. When my husband asked them when we could expect the delivery he was told, "we don't give delivery dates. It will be sometime in the next two weeks." Well, they took the payment via our debit card right away, it is now one week later and we are very close to running out of propane with the temps at record lows.Desired Settlement: I would like to be released from my contract with this company so that I can work with a company that will actually provide me with the product I've paid for. I also do not want to pay the hefty termination fees, restocking fees and tank pick up fees since I feel that Suburban is not acting in good faith by their not delivering in a timely manner, not providing a working tank guage and not answering their phones.

Business

Response:

Per the customer's request, we will accep their settlement requests. We can release them from their contract and waive the early termination fee. We will remove 3 100 gallon tanks with no restocking fee or tank pick up fee. The customer can use the propane delivered on 1/6/14 since it was pre paid. Any propane in the tank at the time of removal will be credited back at the price it was billed. Please call to schedule tank pick up.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I would like to know if it is legal to put a safety and training fee on my bill. They are putting 9.62 every time they deliver propane.On back of bill it states that it is for training their workers and performing safety on their trucks . I feel that I should not have to pay for . This should be their respondbilty.Desired Settlement: I think it should be taken off of the bills.

Business

Response:

The Safety Practices and Training Fee is charged to recover some of Suburban's safety related costs including but not limited to, in connection with our own vehicle and facility inspections as well as our employee training and testing. The Safety Practices and Training fee does not vary with with the volume of propane delivered. At Suburban we believe in disclosing the fee as a seperate line item on your invoice. This fee helps us to maintain our safety standards which meet or exceed Federal, State and Local regulations.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I should not have to pay for training their workers or for making their safe. I am lucky to be able for the propane. I am on a fixed income . this is their responsabilty not mine!!

Business

Response:

This is not a hidden fee it is disclosed on the statement.

Review: I have consistently not received a bill until it is past due and am then charged a late fee. I originally called them, then noted on the bill that they do not accept calls but must be submitted in writing, which I did. I have not been credited with the two late fees and have another that I wrote a letter on today. When I did speak to someone in the local office in Enon. OH, I was told that my not receiving a bill was equally my fault as I knew I had a delivery. I I have no way of knowing when they have made a delivery to my home until I have received a bill and would not know what to pay them without a bill. When I tried to contact the corporate office, I was on hold for over 45 minutes and this occurred twice.Desired Settlement: I would like my account to be credited with $44.85 for the three late fees I was assessed this year. In the future, I would like to receive my bill in a timely manner so that I can pay it without being late. I would also like a phone call with an apology for the disrespectful way I was treated by my local office.

Business

Response:

The manager contacted the customer and explained that her account does read to bring invoices back and mail and we must have missed mailing her invoices. We will be happy to credit back late charges. We will alos address this oversight at an office meeting this week to prevent such occurrences in the future.

Review: We requested a propane delivery two weeks ago when our propane was at 14%. The company promised delivery by 2/9. On 2/8, we requested emergency delivery of propane since our % was at 2%. The company promised to deliver on that day, and we called several times and they said that we were still scheduled for delivery on the 8th. On the morning of the 9th, we were at less than 1% and we contacted the company again, and they said we were on the list for delivery and would receive delivery that day. When we called back at 1:00 pm, we were told that they were not accepting any more emergency deliveries, and that they did not know when they would be able to deliver to our home. At this point we have no heat, and our whole family is sick. We have no recourse because it is illegal to have someone else fill our tank. This was not only poor Customer Service, but we have no choice but to stay in our home without heat, and with no idea of when we will receive Propane.Desired Settlement: I want the Revdex.com to be aware of this issue, and also help determine what we can do in the future. How is it fair that we are not getting service, but we are unable to get someone else to fill our tank?

Business

Response:

The recent weather conditions have made it very challenging for us to deliver to our customers in a timely manner. The amount of snow and ice that accumulated during that time period resulted in our trucks being pulled off the road. There were several instances were we had to pull our trucks out of ditches after attempted deliveries. The amount of snow and ice build up collapsed trees and branches and power lines to the point where the state had no choice but to enforce road closures. These conditions also resulted in power outages throughout Chester County. We were informed that more than 50,000 plus businesses and residents, including our office lost power. We received a significant amount of delivery requests for hundreds of customers who had propane powered generators. The daily number of requests added delays to our normal scheduled route. With that said, we had no choice but to communicate these situations to our customers. Most of our customers were understanding , we tried our best to get to as many customers as our DOT hours would allow us. The conditions were so severe that the overall safety of our drivers was a factor. We tried to get to as many customers as we could in a timely manner and due to circumstances beyong our control we were unable to meet all of our customers needs and for that we apologize.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

That response would have been acceptable if I was told on Saturday that there was a possibility of not receiving propane because of the issues listed in that response. Instead, I was told that I would receive delivery on Saturday, and that I could continue to call to get a status of delivery. I was promised propane my multiple people on both Saturday and Sunday, and that we were on the schedule, and would receive delivery. One person even said "if you aren't under 5% and we come to deliver, you will be charged extra". On Sunday at 1:00 pm we were finally told that they were not delivering to our house. That was the first time after at least 10 calls to your office.

And... what kind of Propane company lets their customers get under 5%? We called when we were at 14% to schedule delivery! I have no confidence that this won't happen again. Completely unsatisfied customer.

Regards,

Review: Am closing a fuel oil account with this company, and my account (#[redacted]) has a credit balance of $698.13 for pre-pay gallons. I am in possession of their statement showing this credit amount. I made a formal request for return of my funds in a letter to them dated July 26, 2013, following two calls to the company. Today the company confirmed that they have received my letter; however, the refund check would not be going out to me for as long as 10 weeks. I find this time frame a little ludicrous.Desired Settlement: Return my money within a reasonable time............10 days.

Business

Response:

researched account, account set up indicates the credit on file is part of a lock-in pricing program initiated by [redacted] and Home. The associated agreement is likely to be on file in the customers file located in the [redacted] office, all similar agreements have clearly indicated that cash refunds are not available as part of the program however we can apply the credit towards future lock-in plans or deliveries at regular price. I attempted to contact customer and left a message to advise that the refund is being researched and to please contact our office for further information. -[redacted]

Review: I was quoted a price/gallon of propane at a rate of $3.59 for the 2013-2014 year. I paid that amount in Sept, 2013. In December, 2013 the bill was for $4.46/gallon. I called and was told they made an error and would credit my account for the following delivery. The delivery in February, 2014 was priced at $5.77/gallon. Repeated phone calls have never been returned. In addition, the delivery driver let the hose drag across my porch and it scraped the freshly painted porch. I called to report that mishap; the call was never returned. My initial conversations with this office when I first moved to this area were also unsatisfactory and at times, extraordinarily rude. Of all the utility services I have accounts with, this company has the worst customer service. Also, other Suburban customers in my neighborhood are paying $2.89 and $3.59 per gallon. I don't understand the discrepancy in the rates. My neighbors were stunned that I had been billed such a large amount.Desired Settlement: I want the price quoted - $3.59/gallon. That means a credit on the $4.46/gallon bill that was paid on Dec.16, 2013. I also want this current bill of $5.77/gallon adjusted to the $3.59/gallon rate agreed upon. I am not interested in words of apology if there are any. I want my bill adjusted without excuses. I sincerely hope this matter can be resolved in an amicable manner.

Business

Response:

The manager contacted the customer to discuss her complaint and came to a mutually agreed upon resolution.

Business

Response:

The customers bill was adjusted and a new bill has been mailed. The manager called the customer on 3/17/14 12:10 pm and left her a message requesting her to call back to ensure her satisfaction.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I immediately paid the adjusted bill. Thanks to the Revdex.com as well as the company for responding to my complaint.

Regards,

Review: We had an appointment for two propane tanks to be installed between the hours of 8-12. My husband was home all day waiting. I finally called at 2:30 asking where they were. They informed me the service guy had been there and determined he couldn't do the job. He never once rang the door bell or called to tell us they couldn't do the job. I purposely called the day before our appointment to confirm they could still do this work seeing we have had so much snow this year and how bitter cold it would be yesterday. I spoke with [redacted] initially and she was very nice but told me this was out of her hands she didn't know what to do. She would have he manager [redacted] call. [redacted] offered no empathy or apology. She was claiming we didn't do our part to make this work. We are only upset because they dropped the ball with communicating. All the service guy had to do was ring the bell or call. My husband lost a whole days pay waiting on something that wasn't happening!!! We have requested a refund seeing they have had a full payment for this service since December.Desired Settlement: I want them to improve their communications so that other customers don't waste their time on something that isn't going to happen.

I don't understand how they did not make an effort to contact us (meaning ring the door bell or call us!) and tell us they couldn't do the job.

Business

Response:

A refund has been processed and the customers account terminated. The refund process takes 7-10 business days.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I ran out of propane in my main 288 gallon tank back in November of 2013 just after thanksgiving. Naturally I called around every one wanted to make me wait 3-4 weeks for delivery. Suburban said I would only have to wait 2 weeks for delivery, But as a new customer I would have to have one of there technicians inspect my gas lines.

Two weeks went by it started to get really cold with out heat. They delivered the propane a day before the technician came out to inspect my gas lines. They had to lock my main tank apparently because it was a safety issue for them to not inspect the lines first. The inspection guy came out the next morning, and low and behold found my gas lines to be leaky. I called the landlord he had them repaired with in a weeks time. Suburban was informed of said repairs as soon as they were finished and tried to fit me in that day, I was of course at work. when they just came by. They again a few days later tried to fit me in and I was again at work and my person of whom could be here other wise lives about an hour out, we had a 20 minute notification.

Finally we set a date almost 3 weeks later for the 6th of January 2014. There tech came out nice and reasonably early, after about 5 minutes of being here I was told there was nothing he could do because the tank was an amerigas tank. I had informed them upon the setting up my new account before all this even happened that the tank was amerigas and owned by my landlord. As well the first technician that came out said the same thing to the person I had waiting here for him, and was told again that it was owned by my landlord, he called there office even and spoke to a few people and ended up checking the gas lines anyways.

Its been going on 8 weeks now since this all began and frankly I've been extreme nice about this the whole time. Im fed up, all I want is to use the propane I paid for and I can not until they remove the lock they put on the tank.Desired Settlement: I want to use the propane I paid for. At this point im fed up. They locked my tank. The repair guy (that my landlord hired) gave me a small 20lb tank I've been using but its cost me almost as much to keep filling it as it did to get the 100 gallons I paid for that's just sitting in my big tank, Locked and unusable. They already had one technician check the lines. All I want is for them to finish the G.D. job. I'm being genuinely screwed around on here. They had all the information they should have needed when I spoke with a rep and set up my account. any further information needed should have been asked for well before delivery and an inspection that's already taken place.

Either my tank needs to be unlocked since they locked it, or they need to just finish the job. I'm tired of waiting. I want it done, and very soon. If that's not acceptable then they need to come and pump out the 100 gallons of propane and refund what they charged me 288.88$

Business

Response:

The CSC manager spoke with the customer and were able to take care of the customers request.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Will not reimburse me for propane I have paid for and they picked up with the tank.

After two and a half years of not buying any propane, the company delivered 58 gallons without a phone call or knock on the door even though we were home. We had obviously stopped usage of both of our gas fireplaces. They claimed we were on automatic but we had not had any propane delivered in 2-1/2 years and we never agreed to be on automatic. When I refused to pay the bill, instead of negotiating with me for a fair price they demanded that I pay the bill or they would pick up my tank. There are several propane suppliers that sell propane for $3.00 per gallon. This company charged over $6.00 per gallon. If they would have negotiated with me in good faith, I might have paid them. However, they refused. They picked up the tank. They did so without causing any damage, but they took the 42 gallons of propane which I had already paid for and refused to give me a check for a fair price of the propane (which would have been what I paid for it). I tried several times to negotiate with them on Nov. 7th. I informed them that I would be forced to file a complaint with the Revdex.com if they would not negotiate a fair settlement. I requested for them to pay me $2.50 per gallon for the propane that I had previously paid for and they took. This is only $105.00. Since they took the entire tank which they filled to the top (100 gallon tank) they also took my 42 gallons I had in there. They are currently asking 6.00 per gallon for propane and I only want $2.50 for the 42 gallons. They refused to pay me anything. This is criminal. They basically stole my property. I am a fair person and will work with them but they have been nothing but rude and obnoxious on the phone. I have been a good customer for years and always paid my bill. I have never been on automatic and don't understand why they just showed up at my house without notifying me and then feel they can charge almost 2 and a half times what they charged me three years ago last time they delivered. I should have the choice of whether or not I want the product. I had 42 gallons for goodness sake. That would easily last me through another year.Desired Settlement: I want a check for $105.00 to reimburse me for my 42 gallons of propane they took.

Business

Response:

We have refunded the gas in two seperate entries, one the gas that was delivered on 10/18/13 ( 58.5 gallons) and the remaining gas (37.5 gallons). No pump out fee was charged ($.75 gallon) and only a labor fee of $33.65 was charged which is normally $99.00 per contract.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I have not received the credits as of yet. I would like to know if they are sending me a check in the mail?

Regards,

I just got off the phone with [redacted] of Suburban Propane on Sarasota FL. I had spoken to [redacted] two weeks ago when I requested they come get their tank after reading their contract that had what I considered excessive fees and charges. [redacted] told me two weeks ago that this was their busy time of the year and couldn't just send someone out immediately. I made it clear that I understood that but that I'd like it removed as soon as possible. She informed me she would put me on "soonest available" status. When I called today asking about the status of the pick up, I happened to speak with [redacted] again. After telling me she had no record of an account with me I explained again that I had purchased the house in June and the purchase included the propane remaining in the tank. I did not have an account with them but the previous owner did. She asked how much fuel was left in the tank and told her I didn't know, I then added there's about 10% reading on the meter/gauge. She replied, "I thought you said you didn't know". LOL, seriously? I then explained I did't know how or why this exchange seemed to be so contentious. I explained I was not happy that in my previous conversation with her that she had told me I should not have removed the "bonnet" (a small piece of hammered copper) on the gas line apparently placed there by the company to prevent use of the fuel without their consent/knowledge (AKA contract). I told her there was nothing on the tank or in any paper work I was provided by the home seller that indicated I was to contact Suburban to initiate service or that I was not permitted to turn on my gas or otherwise remove any devices found preventing the use of my propane. [redacted] explained she had written an extensive note in "my file" that indicated the pick up was "first available" and that I was going to have the tank removed professionally, suggesting this was the reason she had not sent anyone out to pick up their tank. Ridiculous as that sounds. I challenged her account of our previous conversation stating that I actually said if they don't come and get tank within a reasonable time I would arrange to have the tank moved from it's current location to a spot close to the road. [redacted] explained today she didn't schedule a date for pick up because I didn't request that and I was on "first available" status. I feel punished for not entering into a contract with them. I feel that [redacted] was making up reasons for their poor service, first blaming me because I said I was going to have their tank "professionally removed" and then because I didn't "schedule a date for pick up". After explaining again the reasons for my dissatisfaction with their fees, how I was treated, and their untimely attention to my request to remove their property from my home she scheduled a pick up date. If they come as scheduled, it will be nearly a month after my request to come get their tank. This company sux!

Review: On 9-18-2013 Suburban Propane delivered 56.5 gallon of propane to my home that I did not order with a total payment due of $180.31. My account number is [redacted]. The invoice number is [redacted]. When I spoke with "[redacted]" at customer Service [redacted] she informed me that I had signed up for auto delivery. I did not sign up for auto delivery. I purchased the house June 22, 2013. The house is only 956 square feet and has two (250) gallon propane tanks. Highly unusual for a house this size using a small 35 gallon hot water heater for propane use. When I had the tanks inspected in June they were at 92 % and 62% full. I remarked that I would not need propane for a very long time, and even asked to have one of the tanks removed-which I was told it would cost more to do this then just pay the rent on the extra tank. I was also told "when ordering propane be sure to tell the service agent to bring the long hose due to the distance between parking and the house's tanks."This is not something I would have been informed of if I was signing up for auto delivery. I have all of my contract forms and a previous bill dated [redacted] with a balance of (0).Desired Settlement: I would like to have the bill adjusted to be paid when I actually use the propane or have the propane removed from my tank, since I did not order it.

I am a teacher living on a single income. I have a very strict budget. I would have never ordered propane I did not need, nor would I order $180.00 worth.

Business

Response:

The CSC manager spoke with the customer and resolved her issue.

Review: After repeated attempts since 2010 to get the company to change/update the old tanks, and after erroneous billing issues- such as charging us $200 because we did not use any propane (minimum usage fee!!!?!)- we decided to cancel our contract with this poor excuse of a company. We were told in Sept 2012 that they would come out, finally remove the two tanks, and credit us for the propane that was still in those tanks (they are both nearly full).

Instead, we receive monthly bills for propane we never ordered, compounded by a late charge that is now over $100. We call the company and they say to "ignore the bills and the late charges, we will come get the tanks and credit you for the propane in them, and remove the late charges." We have called over 30 times and no one has come out to remove the tanks, give us credit, and the bills keep coming. It is now almost a year since we cancelled the service, not to mention 3 years since they said they were going to update and remove the tanks anyway.

It is a hazard to have so much flammable liquid sitting under our house. They also take up a significant amount of space. We want these tanks removed immediately or legal action will be taken.Desired Settlement: Remove late fees from bogus bill. Remove full propane tanks as promised in Sept 2012 and refund us for the amount of propane left in them that we have paid for.

Business

Response:

On 7/24/13 we recovered [redacted] cylinders that contained 188.2 gallons of propane. I have credited the gas back at the last price paid which was $4.399 per gallon. This created a credit balance of $827.89 which has now been refunded to the address of record.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have not yet received any compensation for the propane. I have also not received a guarantee that I will no longer be sent any outstanding bills

Regards,

Business

Response:

While the refund request was placed on July25th it was not issued from the home office. The issue was corrected on August 6th and is now in the mail(as of 8/9/13) to Mr. [redacted] The second issue is a two part answer. I can attest that no further billing will issue from this office as that account is closed here.

Review: Since the 8th of November there has been a balance due to us of $240.49 from a closed account. I have repeatedly called and asked about it. Today I found out it has not even been started yet (per supervisor [redacted] - Greenfield, MA office) and I will have to wait another 30 days. Billing name is under [redacted] This wait time and needing to call and remind the company that they owe money is not acceptable. They told me that the refund would be processed and sent by 11/26/2013Desired Settlement: Refund paid in full immediately. Not 30 days from now. (Dec 3 2013)

Business

Response:

The credit was applied to the wrong account. Once the refund is processed it will be sent overnight.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: We moved to our current home in October 2011. At that time, we did not, nor have we ever, signed a contract with Suburban Propane. We assumed responsibility for paying for their service when we purchased our home, since Suburban was the company used by the previous owners of our house. Because we are unhappy with Suburban's prices and very poor customer service, we have decided to change propane companies. We have been trying to change companies for approximately two months now. While our primary complaint is "unethical collection practices," we have other complaints that should be noted: 1) Customer service failed to provide assistance; 2) The failure to respond to phone calls for assistance and support; 3) The inappropriate behavior by customer service personnel; 4) A delivery regarding receipt of unordered products; and 5) A delivery regarding receipt of unordered services. Suburban was chosen by the builders and, although we are not committed to them by contract, we feel trapped. The company is treating this as a "marriage" and they seem determined to make it as difficult as possible for us to "divorce" them. They have been completely uncooperative, unresponsive, and they are making our lives hell. I lost my job last year and, since then, it has been extremely difficult for my family to afford basic needs. During a phone conversation with a Suburban representative named [redacted], I tried to explain that we could not afford their prices and needed to change propane companies so we can meet our bills; again...uncooperative and unresponsive. We have found another propane company that offers lower prices, and their customer service, so far, has been excellent. A company representative has been working with us to try to make the "switch" but Suburban has treated him as badly as they have treated us. There are not enough characters in this entry box to explain, adequately, the poor service we have had to deal with. Please call for detailed examples. Warn others!!Desired Settlement: We want to cancel Suburban Propane's service and change companies without more problems. [redacted] has offered to dig-up Suburban's tank at no charge. We want Suburban to pick-up their tank from our property at no cost. Also, Suburban refilled our tank (100%) on March 14th, knowing we wanted to cancel service. The bill was $1,000, and we do not feel we should have to pay for this. I requested to cancel service by phone a few weeks earlier, but a representative ([redacted]) told me they would have to cut off our propane immediately to do this. At that time, they had just filled our tank (50% as we requested), so I told her we wanted to use the remaining propane we paid for. She said no, so I asked Suburban to leave the account alone (meaning leave it open so we would not go without heat), but made it absolutely clear we wanted to cancel after using the remaining propane. I also asked them to cooperate with [redacted] who was calling on our behalf to cancel our account. Please call for more details.

Business

Response:

Suburban Propane does not understand the complaint of "Billing of Collection Issues" nor understanfd the charge of Unethical Collection Practices because the account is not Past Due.We do not have any collection attempts for this account. The account is on Automatic Delivery and ddeliveries have been made in a timely and effective manner since the account was opened in 2011 and payment has been made in a timely manner. Please call the manager at your local office to discuss and promptly resolve your concerns

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

In order to understand our complaint it is necessary to read the comments. It seems that only the options provided by the Revdex.com were read by Suburban Propane. These options are too general to describe our situation precisely. Also, any comments we did write were limited by a character count. Even so, our statement explained the situation clearly.

Here is another explanation: We want to switch propane companies, because we are not happy with Suburban Propane. Some reasons are that your office in Easton, Maryland, has not cooperated with us or with the [redacted] representative who has tried to help by talking to Suburban directly; they do not respond to calls; they are not honest; they do not document our requests/complaints accurately on my account, if at all; and they have refilled our tank knowing we did not want more propane. Given all the other things that have transpired, it is clear that Suburban is attempting to bully us into continuing to pay them for services we do not want. (This is not an isolated incident.)

Please read my complaint again and, if you still have questions, then I will do my best to clarify. But your first response suggests, so far, that you did not take the time and effort to try to understand our problems.

Business

Response:

The CSC Manager and customer have reached an agreeable solution.

Surburban propane has by far the worst customer service I have ever encounter. They over charge for their service . Above everything I just finished paying the amount I owe in full and they won't deliver gas to my property ; they request an additional 175 "for the delivery guys overtime" because " your delivery is on our route until Saturday " (as per Miriam the only person that everyone redirects you which is of no help because she doesn't understand that you want the service that you pay for and she simply doesn't care and tells you will be charge extra )than they also add the additional amount in cash you need to fill the tank ?? So all in all save your money because you will pay the amount it costs you for service somewhere else in a month - stay away from this company!!! - they bill However they feel like it . They also claim they fill your tank a certain amount and some months they don't even come to your home to fill & than you're in a predicament where you have ask for the service earlier because you ran out of gas .I have asked to have someone come to fill the tank since Sunday & they can't get someone to come to my home unless I pay them "an additional amount " & they keep pushing me back a day everytime that I've called for it to be fill .

Review: For 250 Gal of propane they charged me $5.09 a gal with tax and fees made my total bill $1375.20. Other people got gas from other companies and only payed $2.99 a gal and others payed $1.60 a gal.I have been with the same company since 1972 why are they price gouging me. I'am on a fixed income.Desired Settlement: I want what what I what I deserve. Justice.

Business

Response:

Talked to the customer and his price per gsllon that day was $5.099 for his delivery. We explained we can pump the tank if he does not want to pay for the gas or we can pick up the tank for him and he can get gas from where he chooses. We can not sell gas for cheaper than what we are paying for it. THERE HAS BEEN A STEADY RISE IN THE PRICE OVER PROPANE OVER THE PAST SEVERAL MONTHS DUE TO A nUMBER OF FACTORS INCLUDING A FUEL SHORTAGE AND THE EXTREME WINTER this year

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Regards,

Review: [redacted] Energy Services had contacted me via telephone promoting their service. I was told that I was gauranteed to have lower prices than my current energy supplier and I would be on budget billing. I agreed and by the next billing period they were my provider. On my bill, my charges were more than they had ever been. So I contacted them and told them I wanted to drop their services. I was told to write a letter to discontinue and I did just that that same day. I called about two weeks later and was told that my next bill I would no longer have their service. I just recieved my bill on 3-28-2013 and they are still showing that they are my provider. My bill is about three times the amount it normally is from my previous provider. I refuse to pay them any money. For 29 days of service, I was charged $170.94 compared to national fuel budget billing charging me $61.00.Desired Settlement: I want and need these charges dropped. $170.94

Business

Response:

Left voicemail for customer on 4/4 at 4:32 pm to discuss complaint.