Suburban Propane, L.P.

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 came out and filled our propane tank...it was 1/3 full already. A rep was just out 2 days ago & we told him and he put in his notes that we always want a call ahead warning that they are coming out to fill the tank. I also told him that we did not need any gas, because it was already 1/3 full. It is a 500 gallon tank. We were home, they filled it, then left a door tag on the front door. The bill was for $555.83...they executed bad practices...Desired Settlement: Lower the bill and waive the minimum yearly fee for the next 5 years.

Business

Response:

Suburban has agreed to pump the gas out of the tank, customer informed us they did not want this delivery. We apologize for the mistake.

Review: I owned property at [redacted] rd salisbury N.Y.I used Suburban Propane for my fuel provider.Last yaer the property was sold and the new owners switched propane providers.I was called by Suburban Propane stating that there was now 2 tanks on the property.One was the full tyank from Suburban and the other was another Propane co.I told them the property was sold and they said that they would pick up their tank and reinburse me for the full tank.After 3 mths of calling Suburban I kept getting told that it was scheduled in 2 weeks to be picked up.Now after a year they said that the tank is now not there and want my help to find it and until then I get nothing!!!!They did say they would send a certified letter to the address to see who the new provider of Propane is to see if they took the tank.That was a mth ago and I am getting the run around.I feel that Suburban took the full tank back and sold it again to another customer and this is what they do.Desired Settlement: Where their tank has gone is not my problem and I want a check for the full tank I paid for and never used.

Business

Response:

The tank was not on the property at the time of pick up. Suburban is not in possesion of tank. New owner could not tell us new company.

Consumer

Response:

Review: [redacted]I am rejecting this response because:The tank was not picked up in a timely fasion.Suburban waited over 6 mths before they went out to pick up the tank.I believe that if the tank was picked up as soon as it was reported being replaced by another tank this problem would have been resolved.If the tank was stolen or possibly picked up in error it was because of being left there for a half a year.This is bad business practiceRegards,[redacted]

Business

Response:

The office manager spoke to the customer and agreed to no charge for the tank and credit for 40% of fuel.

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,