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Suburban Propane, L.P.

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Reviews Suburban Propane, L.P.

Suburban Propane, L.P. Reviews (243)

Review: I called my local Suburban Propane provider back in April to let them know that I would no longer be living in the current residency as of May 13 and to return the account information back to the home owner. I paid my account up to my end date, but Suburban has not switched the account information out of my name and they have been sending me bills and late notices every month since then. I have called 4 times in the last two months to get this taken care of, but they have done nothing and they are telling me that I still need to pay for the services that were provided after I had called to end service. I have given them the home owner's contact information and they have told me every time that they would take care of this, but clearly it is not taken care of. During my second call to them they told me that they would put a lock on the meter in order to get the home owner to call them, but this isn't the case as I have a bill in front of me from a reading from 6/13 - 7/11.Desired Settlement: There is an account charge of $95.09 that needs to be cleared and I need to no longer have an active account as I have cancelled my service as of May 13, 2014.

Business

Response:

The matter has been resolved to the customers satisfaction.The balance is zero, refund processed and account terminated.

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: This company has failed to provide satisfactory customer service. We originally had trouble getting our propane tank filled after the equipment was installed. They would schedule time with us, then fail to show up without a call. This happened about 6 times. When they did show up, we were not aware they were coming. We had asked for notification so that we could put our dogs inside. I happened to be home from work on a day that I wasn't supposed to be when they just showed up, so I was able to bring the dogs in. We also had questions about our bill. We had called NUMEROUS times. The local site would forward us to a national call center and they would put a "note" on our account to have someone call us. Nobody ever called. These calls took place at least 15 times. We showed up at the location and waited 20 minutes to meet with a manager. He assured us that the issues would be taken care and our bill would be adjusted. Nothing was taken care of or adjusted, so we called his direct line. He never called back. I recently sent a certified letter asking for a meeting with the manager to settle our bill dispute and schedule a time for them to remove their equipment from our property. Someone did sign for the letter, as I received a signature confirmation, but nobody has contacted us. After the letter was signed for, we received a bill with a late fee. We have had disputes with how much gas they are putting in our tank vs. how much they are charging us. We even had them check for a gas leak. The amount of gas they are saying we used is absolutely absurd, as we only use it for a log fireplace insert. We have checked with other propane companies and other consumers and they have assured us there is no way so much gas is being used. We have never experienced such horrible customer service. We are literally being ignored and being sent bills with late fee after late fee after numerous, numerous attempts to settle the disagreement.Desired Settlement: We wish to have all equipment from this company removed from our property and have our bill refunded.

Business

Response:

We apologize for this customers experience, we failed to make timely deliveries and have made adjustments to the customers account. We credited remaining gallons in tank, removed late fees, removed rental fee and removed tank installation fee. The customer;s current balance after credits and adjustments is $292.60.

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: On 1/27/2014 200 gallons of propane were ordered from Suburban Propane, the new provider for [redacted] Propane of Rolesville, NC at the neighborhood negotiated price of $1.999/gal. from 11/1/2013 through 6/30/2014. This delivery request was the beginning of a 22 day attempt to get propane delivered and to not be price gouged. Over 8 hours of my professional time were spent on the phone or waiting to speak with a Suburban customer service representative. 8 phone calls were completed, 1 online request submitted on their web site, 3 emails exchanged, and untold phone attempts terminated due to extraordinary wait times. The longest wait time was 58 minutes on 1/29/2014. Half hour phone wait times were common. Suburban left two voice messages indicating my order for 200 gallons of propane had been cancelled as per my request during this time. No such request had been made and customer support could find no record of cancellation when follow up calls were placed to ensure them that I needed the propane. I received an email indicating the price would be 4.7999/gal. The price was renegotiated to their new “lowest possible” price of $3.2999/gal on the phone along with an email agreement. I reduced the order to 125 gals due to Suburban’s unwillingness to honor the neighborhood agreement ($1.999/gal). My tank dropped below 20% by the time the delivery arrived on 2/8/2014 and was billed at 4.7999/gal for 125 gals at a total of $647.64. Every neighbor had problems with Suburban’s delivery and price this winter. Prices in the neighborhood have ranged from 4.7999/gal to 1.999/gal. After many phone calls I eventually received 125 gals at 1.999 negotiated price (total $273.71) although it took yet another phone call to receive a revised bill via email. A revised paper bill was received on 2/20/2014. The difference is price between the bill and the revised bill for 125 gals was $373.93.Desired Settlement: Full tank of propane delivered at a price of 1.999/gal.

Suburban’s customer service is unacceptable – long wait times, failed deliveries, negotiated prices not honored. No customer should have to go to such extraordinary efforts to get a delivery. Negotiated rates should be honored, not declared invalid because customers needed more fuel than projected due to the cold winter. Further the law should permit customers to be serviced by different suppliers when the tank owner fails to provide the agreed upon service at the negotiated rate for the negotiated term.

Business

Response:

Suburban has been in contact with the customer to resolve her concerns.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the business has NOT been in contact with me.

Regards,

Business

Response:

The CSC manager called the customer to discuss and resolve her concerns.

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 only after I once again called to get the correct and agreed upon price of the propane. I was charged, $5 per gal, yet the agreed price was the committed $2 per gal. I then awaited a revised bill, and sent an email request for a payment address. The address to send payment is now pending. Hard to imagine a vendor who does not provide a customer the address for payment. This year a $1300 overcharge was made for 2 deliveries. Both have been resolved.

Regards,

Review: For a number of years since I established service with you in 2003/4 we have had problems with excessive pricing compared to the market, delivery issues and billing, i.e. leaving the ticket on a garage door which blows away and the being billed for late charges, etc. My in ground tank was filled in Nov 2013 and contrary to repeated requests to formalize on my records the invoice was not mailed but left on the garage door and blew into never never land. I received a late invoice with a late charge on 12/13 and talked to [redacted] in the Roanoke office on 12/26 in reference to my issues, 1) no mailed invoice with delivery, 2) price of $4.51 gal versus market avg of $2.80 to $ 2.90 by other service providers in market for customers who lease tank and not the original discounted fill price. [redacted] agreed to change the price to $3.00 per gallon which should have been offered during your annual contract period which once again you did not offer and stated she would re-bill the invoice and waive all late charges, etc. That was on 12/26/13. I have since received another invoice with additional late charges and contacted [redacted] in the Roanoke office again on 1/21/14 and she acknowledged this needs to be done but she has not gotten to it yet. As of today when I review my account on the Suburban web site no new invoice has been generated. I have manually calculated the bill based on the agreed $3.00 per gallon price and will remit a check tomorrow to try and maintain my payment commitment on the account. We can balance the difference if any exists when [redacted] completes her job.Desired Settlement: While I will settle for a corrected bill as already committed to by Suburban employees, I would prefer to simply purchase the tank from Suburban and fin another supplier from which to purchase propane who is more focused on the local market and customers. The tank is 10+ years old and based on my research is worth $300-$500 maximum depending on condition. Since this tank is in ground, I feel it would be safe to assume it would be on the low side and should be $300 or less at this point in its life cycle.

Business

Response:

We spoke to the customer and told him his billed has been corrected and all late fees removed and provided him the total owed.

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 came home to find a bill from Suburban Propane on my door in the amount of $414.70 for propane that I did not order or authorize to be delivered. When I contacted them I was advised that when the business was transferred from [redacted] Propane (whom I had formerly done business with) to Suburban Propane my account must have accidentally been set up for auto fill without my authorization. My account was never at any time of doing business with either company set up for auto fill. Deliveries have always been made only when I have called to place an order and I at no time authorized a change. I did not want nor did I need propane at this time as I do not even use the fireplace in my home which is the only thing in my home that uses propane.Desired Settlement: When I first contacted Suburban Propane about this matter I was told that the Propane could be pumped out of my tank and the bill removed from my account. When I called back about arranging this I was transferred to a supervisor who was being very difficult about the situation as if it were not possible to even do. I advised her that the day prior that I was told that it would be done since they made the delivery by mistake. She said that she would check in to it and call me back by the end of the day, but I have not heard from her since. I would like the propane that I did not order either removed from my tank and the bill removed, or the the amount of $414.70 removed from my bill. I did not order the propane, and I did not need the propane, and I should not be forced to pay for it. They did the same thing to several of my neighbors on that same day. This is an underhanded business practice.

Business

Response:

The manager spoke with the customer to resolve the issue.

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: When I moved into the trailer I am currently living in, in May of 2013, I called Suburban Propane at the end of April to switch the billing account into my name. When I called to switch the account into my name the representative helping me failed to mention 2 very important details. 1) the account had a current standing balance because there was fuel in the tank when we moved in that we were responsible for paying. 2) the account also was on a scheduled delivery that I was not made aware of. So I lived there for about 3 months, I believe, when a delivery was brought while I was at work. I get home and have a slip saying I now owed for the delivery they had brought plus the balance on the account. I called Suburban to get an explanation they explained and I agreed to setup a payment plan ($50/month) and cancel the scheduled deliveries as I could not guarantee I would have that kind of money on hand for every delivery. Since then I have had 3 deliveries in which none of them were easy having that balance with them still. The first time I called for a delivery they told me I wouldn't have to pay anything extra on my account and that I could just pay for the delivery and the emergency charge. The next time I called it was much harder, they wanted me to pay my full balance on top of the delivery and emergency charges. I obviously don't have that kind of money or I would not have a balance with them! I ended up speaking with the manager who said I could just pay the delivery charge and off route charge. When I spoke with that manager he quoted me $5.71 per gallon and I told him I could not borrow that kind of money and he lowered it to $3.71 per gallon but when the delivery came they still charged the $5.71 per gallon so I called that manager back and he said I was all set and he had taken care of it. Well, 3 weeks later I get a bill saying they were adding $142 to my account (that being the difference in what I paid that night and what it would have cost just getting 100 gallons @ $5.71 with no off route charge). I called again last night because I was out of propane and went through this whole run around again! Got approval from the manager to get the delivery with no emergency charge @ $5.71 per gallon so the total would be $571.39 and he would call me to discuss removing the $142 from my account. I received the call from the driver who also quoted me $571.39 for the total but when he got there he printed me out a slip charging me $6.39 per gallon!!!!Desired Settlement: I would like the $142 removed from my balance, as well as the first two charge which were not brought to my attention until the first delivery was made. I will have to request statements to get the exact amounts but I do not want to pay them another penny until this is straightened out.

Business

Response:

The manager has attempted to contact the customer several times and can be reached at [redacted]. A price adjustment has been made on the delivery in question and a credit issued. Please contact the manager to discuss the gas in the tank.

Review: recently our delivery date has changed to sunday we have only had problems since tis started and your office is not open on sundays please call [redacted] at [redacted] thank youDesired Settlement: recently our delivery dat was changed to sundays. we have had only problems since this happened. please call me at [redacted]

Business

Response:

The CSC manager called the customer to discuss and reviewed account history and log notes. Advised of correct procedure to request delivery without inquiring an emergency fee. Offered customer a good will credit.

Review: I have taken care of my elderly grandmothers well being and finances for over ten years now. This company has been delivering propane to her for the last year and a half to a faulty tank that we lease from them. This was only caught because I noticed an extremely large amount of gas being delivered to a woman who is 92, does not cook and receives meals on wheels. She is on a fixed income and this was making her cut many corners to make sure this bill was paid. It was only after I requested a service call to the home, did they find the leak. Once the leak was found, I was notified that they would credit her $56.50 - they never even went back to see what her regular usage was, they just blamed her for not noticing the leak (which was the regulator on the tank outside). She is very feeble and cannot get around well so noticing a leak outdoors would be very unlikely. Why is it the consumers responsibility when its the equipment they lease from the company that's faulty? I on the other hand, questioned the bills, and asked for a two year report of her payments and credits after the leak was fixed. I found out that the tank hasn't been replaced in over ten years and the leak was ongoing for over a year and a half... I am very concerned for the elderly in general - if it wasn't for being her caregiver, she would still be paying high propane bills today. This company did not go out of its way at all to help her but they have no problem attaching late fees to their account when they don't receive their payments in time. I guess they only look at their customers accounts when its good for them. I think it is very important to show what companies can and do to our elderly when a caretaker isn't there to watch over their finances and well-being.Desired Settlement: I would like to have her account reviewed and credited for the charges she paid over the last year and a half for unused gas that was wasted on the part of the company, not the consumer.

Business

Response:

The CSC Manager called and discussed and has agreed to credit 24 gallons due to the leak at the regulator and low usage over the past 7 years.

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: My service was cancelled per my request in11/2013 as I was going with another company. I called in December as I noticed tank was still there- I was told no problem we will be out to get. Tank was layed over when disconnected- a couple days later- noticed Tank was standing up. Called again- Support could not tell me anything- I requested once more-please come remove the tank. Jan 2014- still had tank- called again- was told no problem someone would come and get - I requested manager to call- none called. Feb- come home to see bill in door- tank which was disconnected had been filled up- I called again- explained everything and asked for manager- was told someone would call me and that I should not have to pay anything. No one ever did call and then I received bill in mail- called again was told no money would need to be paid and that someone would come get tank. Tank was finally picked and yesterday I received a bill for tank removal and admin fee and fee for emptying tank- I called and was told manager would call me back. This whole experience has been a burden and I need someone to help me resolve. For such a large company they clearly do not function in a business like manner. I was never told of any fees that I would have to pay at any time when I called. My next step is send in a letter to local newspapers describing this experience so that other consumers will think twice about using them for services.Desired Settlement: I do not wish to pay any additional fees and I wish to receive a statement stating so as clearly this was not a result of anything I did. I changed companies in Nov 2013 because I was offered a more affordable product. Based on my experience isd the past 5 months, I see that decision was wise.

Business

Response:

The manager spoke with the customer and agreed to remove the remaining charges and terminate the account immediately.

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: One time I needed my furnace repaired (Saturday), it was really cold out and I have a 3 year old at home. I was transferred to one of the on-call delivery guys. He came out and took a look at my furnace, it turned out it needed some repairs. He told me they would come out Monday morning. After getting home from work Monday(and seen that no one from Suburban Propane had come out). I called and spoke to someone in Customer Service and they told me they "had no idea/ no record of my furnace needing repaired, nor that any one had even came to my address that Saturday afternoon'!!! When I opened an account with them, I specifically asked that they CALL ME BEFORE they were to make a delivery to me (financial reasons on my end).But on Monday morning(2/17), they apparently made a delivery without my authorization nor my knowledge! Now I am stuck with a $499.99 bill that I cant afford to pay.Now every time that I call their number and get "transferred" they hang up on me or they fail to transfer me. There is no communication, following up on customers needs from this company! They provide very rude, poor customer service.Desired Settlement: due to weather conditions in our area, I am obviously going to need the propane to heat my home. But I would not have ordered a FULL tank being that spring is just around the corner -- I would have ordered less.This company should not be allowed to serve the public!! I am a full time working mom and I do not have the time to be playing "phone tag" every time I need to address or "remind "them of something I had specifically asked for prior to setting up an account with them.Pls putastoptothem.

Business

Response:

We spoke to the customer on 2/20 and set up a payment arrangement for the balance and placed her on Will Call per her 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: I contacted the company in October 2013 after I received a bill for the yearly propane tank rental, and let them know I would most likely be moving in the new year and didn't want to pay for a whole year. When they wouldn't work with me, I told them to go ahead and "lock-out" the tank, which is what they call it. After two months of receiving at least ten letters and six phone messages trying to get me to send the payment anyway, I broke down and sent them a check for $62.70, which covered tank rental and late fees. They had just called me that same morning asking for money, so I had no clue they were finally sending someone out. Imagine my surprise when I returned from a trip to find my tank gone. I called the main office in Fresno and they were very nice and apologized for the mix-up. Unfortunately, they put me through to the Yreka office, and I spoke with a woman named [redacted], who wasn't nice or apologetic. When I asked for my money back, she refused. I told her to bring back the tank or give me my money back, that they can't keep both and she still refused. Thank you for your help in this matter.Desired Settlement: I want my $62.70 back. Getting the tank back instead is no longer an option as I do not care to deal with this woman ever again.

Business

Response:

The propane tank was removed on 12-30-13 for non-payment of tank rental. A payment of $62.70 was received by our cash Ap processing center in Fresno on 1-2-14. We were not aware of this payment at the office until the customer called us on 1-9-14. Once this was brought to our attention we promptly processed a refund for $62.70 issued on 1-13-14.

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: My propane tank was filled on 10/22/13. On 10/23/13 I wrote to Suburban according to their instructions disputing the number of gallons they said they put in my tank. They stated 72.1 gallons and I checked the gauge before and after the refill and calculated 58 gallons. Additionally other propane companies in my area are charging $3.00/gal versus Suburban's charge of $4.599/gal. I feel that I was grossly overcharged and had never received so large a bill from the company they took over [redacted] Propane). I did not receive a reply to my letter, other than a standard copy of their "Terms and Conditions for Propane Service", which basically stated they could charge whatever they wanted to and if I cancelled service they would charge me to come and get their tank plus add fees for pumping out any unused propane and they would not be liable for any property damage. My bill also included a $9.62 Safety Training fee for Suburban's employees which just added insult to injury. Since I did not receive any reply to my letter I went ahead and paid my $342.96 bill on 11/11/13 rather than chance getting slapped with a late fee on top of the price gouging I felt I was subjected to.

Product_Or_Service: Propane

Order_Number: # [redacted]

Account_Number: # [redacted]Desired Settlement: DesiredSettlementID: Refund

I feel that I am due a refund of at least $65.00 if only based on the number of gallons my tank showed before and after the refill and not even considering that they are charging 50% more than other providers.

Business

Response:

We have adjusted the price per gallon to $3.70 and 25 free gallons for his trouble. We apologize.

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: This company calls radome people and advertisises that they can save hard working people money on there electric bill they said that they work side by side with nyseg which is a provider for electric to help use save money this is all false when I contacted nyseg they said that they don't work with this company and that there out to get use while nyseg sells electric for a variable rate there rates have been around 5 cents per kwh even in this harsh winter for the last 60 days agway has been charging me 20cents a kwh which it about 700.00 dollars within 2 months when my averge bill has been 115.00 with nyseg they stated that they would always beat nysegs rates all this was recorded in the phone conversation that I had with them they never return my calls when I call and leave a messageDesired Settlement: because they gave me false information and lied stoll money out of my pockect I want it back with a full refund of 700.00 dollars thanks

Business

Response:

Mr. [redacted] authorized [redacted] to be his electric supplier. The program he authorized is for the first 30 days is at an introductory rate of 4.9 cents per kWh. After that it is a variable rate based on market conditions. We do state there is no guarantee of future savings. The TPV is attached for your review. Mr. [redacted] is not under a contract and can end services with [redacted] at any time with no penalty. We did receive an end date form Nyseg of 3/13/14. There will be no refund or adjustment. I consider this matter resolved.

Review: We contracted this company back in Aug.,2014 to provide service of propane gas. They were unable to provide these services so we terminated the contract. We contracted with another company who set up their tanks and connected us for service.We asked Suburban Propane to remove their equipment. They provided us with a date to remove their tanks and have neglected to pick up this equipment on 6 different occasions.These tanks are cutting off access to our back yard where we need to have septic service.At some point,even though the tanks were not installed anymore, they came out and filled the tanks.They have been billing us for service for three months now.We have been promised a removal date 6 times now and they never show up. Our other contractors will not move the tanks with their machines in fear of being charged some how with being negligent.We need these tanks removed so we can have a problem repaired to our home. This company is blatantly ignoring our requests simply because we choose to use another company. They are rude every time we call to speak with a manager and the manager never returns our phone calls.We need this resolved now.Desired Settlement: We want this company to come and remove their equipment so we can move on

Business

Response:

The tanks have been removed.

Review: I am submitting this complaint on behalf of my brother. He is on Social Security Disability and I am his payee representative. My brother receives [redacted] to help with pay his heating bills thru the winter. On December 17th Suburban made a delivery and charged my brother $3.82 a gallon. With taxes and surcharges used up his entire [redacted] allowance of $650. Just a week earlier, his neighbor received a delivery and was charged $2.81 a gallon. I realize that the price of propane has been rising, but not a dollar a gallon in mid December. There is no valid reason to charge my brother the amount they did. I believe they are taking advantage of the [redacted] funds and of my brother. My brother heats his home with propane as well as uses it for his cooking stove, the same as his neighbors. I would like someone to investigate this. They are taking unfair advantage of my brother's situation. Please help.Desired Settlement: We would like Suburban to adjust the bill by charging $2.81 a gallon , times the 169 gallons that were delivered. This would give my brother an additional $170 to be used for future deliveries. Also we would like to know that future billings will be at a fair, uninflated rate.

Business

Response:

Offered to rebill the 22 gallon unwanted delivery at a reduced price resulting in a fuel credit of $ 24.04. we will also combine the 3 accounts in the trailer park resulting in a discounted rate going forward.

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: Upon my close out of my service with this company. I was not credited with the tank rental fee. I called customer service and was told by [redacted] that "the tank fee is not refundable after the invoice date". This rental is for 8/2013 to 8/2014. The invoice date was 8/14/13, I received the bill after this date (est on 8/21/13). I closed the account on 8/23/13. The late notification by this supplier does not give a customer time to end the current agreement without incurring this charge. Also, this supplier does not state, what [redacted] told me on the phone, on their web site http://www.suburbanpropane.com/support/fees_charges.html. this policy. I have remitted by "balance due" to this company in the amount of $18.61.Desired Settlement: I am seeking a refund of the tank fee ($72.00 + tax) $76.32

Business

Response:

The CSC Manager was able to discuss with the customer and agreed to refund the Tank rental. The Customer should receive the check in approximately 15 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 (pending recipt of refund).

Regards,

Review: They called and advertised a low rate or $3.90 cents per MCF for Gas.

I was being charged $5.21 from my current provider, so I switched.

After signing up they increased the rate to $7.2313 then to $7.42, to $7.6762, $7.7803 and finally after I sent the cancellation request to $8.2216 for the last billing cycle.

The introductory offer was conveniently only provided for 1.1 MCF, and all other units were charged at the higher rates.

They never informed me the rate quoted was an initial sign up offer only valid for first month. They did mention they shop for the best rate every month, and told me that the current best rate was $3.90, they did not mention that this was an one time only initial sign up rate. They clearly did not charge the lowest rates available as [redacted]’s gas was charging $5.21 during the same time.

It took 6 repeated calls over 4 months to the customer service to get them to cancel service. They redirect me to the website for cancellation and nothing happens. The last call I begged the customer rep stating that I have been going to the website to cancel for 4 months. She then said OK, took my information and said she will go ahead and cancel, and they state they can still charge me up to two billing cycles after I disconnect.

They seem to be using this “up to two billing cycles” time to falsely escalate the cost per MCF so as to bill customers higher rates.

A customer Rep called back and said I was disconnected by mistake and pressured me into confirming my address so I can be re signed up. After my explanation of my previous experience, the rep stated the introductory offer is a money losing offer and not actual rate. This not disclosed to me the first time around. Pressured me again to sign up. Falsely advertising low rates again.

I am suspicious that this is a bait and switch operation peddling their own gas at a higher rate, Suburban gas seems to be pushing this sketchy business practice using [redacted] Energy Solutions as a front.Desired Settlement: They need to refund me the higher charges and charge no more than what was charged by [redacted]'s Gas during the same period.

Business

Response:

Mr. [redacted] authorized [redacted] to be his natural gas supplier on 6/12/13. The TPV is attached for your review. We clearly state the program he agreed to is an introductory rate of 3.99 per mcf for the first 30 days. Then the price per mcf is a variable rate based on market conditions. We do also state there is no guarantee of savings. Our records show he ended with [redacted] as of 2/15/14. [redacted] does not charge a cancellation fee. There will be no refund. I consider this matter resolved.

Review: I am writing in regards to an issue that I feel needs to be reviewed. I would like to file a complaint in regards to service, cost and inability to prove their billing against:

Suburban Propane [redacted]

I have been a customer for 16 years with Suburban. I bought my home and I immediately signed a budget contract with Suburban that included automatic cleanings twice a year. Approximately eight years ago there was a hole found in my furnace, by a personal friend who worked for a competitor oil company, Suburban was to blame and they replaced my furnace at no cost.

I felt that accidents occur and they made right by it so I would continue with them as a customer.

I noticed over the years my budget increased quite a bit. This past year, it peaked to $175.00 a month. That contract was to include two cleanings per calendar year, an emergency visit, if needed, I never needed one, and automatic oil fill ups. I was advised that my tank was filled in February and December.

Please understand I have a 1500 square foot home, one floor. When I got the $875.00 bill in July, I almost dropped dead. The oil in my home ONLY is used for the forced hot air, which I had turned off the furnace back in April. I also do not turn the furnace up any higher than 67. My house does not need it, it is small and well insulated.

My question to Suburban was how much oil could I possibly be using? I am paying $2100.00 a year. How could I get a $875.00 bill. The answer was “oh we just filled you up so they sent a bill.” SO Explain this one SUBURBAN, how is it that my surrounding neighbors all got the same bill? I paid $2975.00 for oil last year. It simply does not make sense.

I shared my story with many and everyone said that is absurd! There is NO possible way that I burned that much oil. My boyfriend’s house is three times my size and he paid what I paid also.

Over this past weekend I had a family friend, who works for another oil company over and we were discussing my bill and my situation. He also verified that NO WAY, simply NO WAY, that I could be burning that much oil. He also checked my furnace to make sure there were not issues. He said “[redacted] this furnace has not been cleaned.” I said “Yes it has, recently, suburban comes twice a year and cleans it. I have the contract and paperwork to show that they were here.” He showed me the suet build up and the dirty color and again indicated that there was no possible way that this was cleaned. He cleaned it today for me.

This has brought me to this complaint because I have had it! I pay for a service that is very serious. I am a responsible woman who pays my bills on time, always. I expect if I am paying for a service I want to feel confident that the service is being done.

Today, I canceled my account with Suburban; let’s see how long it takes me to get my refund. I contacted [redacted] company to start as a new customer.

I would really appreciate someone looking into this business and expose their false service and overbilling of people like me. It is not okay!

Ethics and honesty are not values of Suburban. They should be ashamed and I hope and pray that they are exposed.

Thank you for taking the time to read my story. Please feel free to contact me [redacted].

[redacted]Desired Settlement: I just want them to be honest... they know that I did not owe $ 875.00 in July and I think they should HONOR that.. I sent them too much money. They took advantage ofa good customer. I want an investigation done, they need to stop taking advantage of people. That is not ETHICAL. thanks

Business

Response:

The CSC manager was able to discuss and resolve the cutomers concerns.

Review: I have tried multiple times to resolve this problem and have had no results. I was switched to the company because my old gas company went out of business and turned it over to you. In November I received gas at an outrageous price from what other companies were charging. You were charging 4.25 and other companies were charging 3.79. I called 4 times only to get a recording to wait. I waited on the phone for an hour before I decided to email them. After getting a call 2 weeks later they explained a plan to buy at low price deal and reduced my bill to the 3.79. Next I asked to be put on a payment plan. They advised to pay what I owed $234 and the plan could be set up. In December/January I set up a plan for 160 a month. Not a month later I got a late charge. I called but of course no answer then I finally emailed. The waived the penalty even though I was having my payments drafted and should not have been late!!!!!!!!!! Not a month later I got a threatening letter that I was being cut off because I wasnt paying. I HAVE PAID EVERY MONTH!!!!!!!!! Of course I called again and no answer. When I got through finally I was told my payment went up with no notice. I was told management would call me back but I have not heard from them!Desired Settlement: DesiredSettlementID: Other (requires explanation) I think I deserve to be treated fairly and have them provide better customer service. If this can't be resolved then I think that they should remove the tank and get rid of any fees and balance.

Review: Suburban propane is billing for for a delivery on 1-13-14 that never happened. They did not approve me for a safety inspection and would not deliver to me. I have 100 gallon tank if I got 53.9 I would of been almost full. I want the invoice to be voided.Desired Settlement: I want the invoice to be voided

Business

Response:

Spoke with the customer and the customer explained they owned the house in Sept. but did not move in until November. The delivery occurred on 10/28 and was billed to previous home owners. Due to the delay in account set up billing for gas did not occur until 1/13/14. Due to the unfortumate circumstances we want to continue to do business with our new customer therefore agree to not hold them responsible for the current gas. This will be removed from their account.

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,

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Description: Gas - Propane - Equipment & Supplies, Gas - Propane

Address: 11432 Vail Rd SE, Yelm, Washington, United States, 98597

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