Suburban Propane, L.P.

Review: Suburban Propane bought out [redacted] Propane and neither company made me aware of the acquisiton.Started getting bills from Suburban. Service went down hill. Prices went up. Called and cancelled my service and started with new company. Suburban informed me that my new company could not reclaim the propane and that they would issue me a credit after they pick up their tanks.Tanks were left on my property for over 2 months with numerous calls and a letter asking them to pick up the tanks. Tanks were finally picked up and a bill for a credit of 4040.66 was sent to me.Didn't receive a check but got another bill with adjustments reducing my credit down to around 570.00. Called them back and they said there was a pump out fee involved. They never mentioned any kind of restocking, pump out fees-only that my new company couldn't reclaim their gas. Called the utility commission and they informed me that they didn't have a right to tell me that. Suuburan never sent me any information on their company after the acquisition making me aware of their service agreements or fees.I never had a contract with Suburban only with [redacted]. This company is hard to get up with and definitely not about service. Not one positive thing to say about them. When you call, hold times are long and its almost impossible to get somebody from the local level to call you back.Desired Settlement: DesiredSettlementID: Refund

I would like the pump out fee removed and my original credit of 4040.66 refunded. They told me that my new gas company could not reclaim the gas and that they would give me a credit after they picked the tanks up-never mentioning any fees. They never gave me any information or sent out a new contract after they bought out [redacted] Propane. Was never made aware of any fees associated with them picking up their tanks and or reclaiming the gas.

Business

Response:

Suburban Propane mailed out 6 different letters explaining the acquisition between 8/1/12 and 8/1/13 for customers in our office. Additionally, a duty to warn with various fee descriptions was sent in late Oct 2013. [redacted] sent all customers a schedule of fees as a contract adjustment in in Oct 2010 noting the tank removal and pump out chargesthat could be assessed. We have attempted to contact the customer to discuss on three diffrent occassions the past 3 days and have been unsuccessful

Review: There are multiple Natures of my complaint. First, My Propane company that I had been using for several years was acquired by Suburban Propane. Once acquired they basically just sent out paper work saying "Hi we are your new provider, please sign here". Not thinking anything of it we sign and send back the papers. No copy of that was sent to us for our records. No one called to explain the real nature of my complaint. After we received our first fill of propane I was shocked to discover that they were charging me over a dollar more per gallon than my previous company or other competitors in my area and they were also charging a couple of junk fees that no other company I had used in the past was charging. I called them to discuss price and they were only willing to drop the price by a few cents per gallon and they did take off the junk fees. However the price per gallon still remained over a dollar more per gallon. I told them I was not willing to pay that price and will be switching Propane providers. Once I cancelled I got another bill from them. They charged me $100 for them to come out and pick up their own Propane tank. They also charged me 75 cents per gallon restocking fee, which is just absurd. They also drove over an area of my property that is not designed to be driven on and caused some damage. I did discuss these complaints with one of their representatives. They said they would send someone out to fix the damage and never did. This was 3 months ago. They refuse to adjust the final bill for settlement. The customer service and business practice of this company is horrible. They should have explained there business practices up front. My neighbor also switched companies and they have not picked up their tank out his yard yet and that was 3 months ago. Absolutely un professional. My propane company I have now only charges for propane plus tax, no other junk fees or hidden charges if you change.Desired Settlement: I am willing to settle the bill for what I actually owe. I told them this up front. They are not willing to adjust the billing or even talk about a settlement. They seem to think its their way or no way and this un acceptable. They also owe me for damages done to the rocks they drove over, but they don't want to talk about that. They need to take off and adjust for the absurd charges on the bill and I will settle my payment. Since they are not willing to send out someone to fix my rocks, I will have to hire someone to that. Then they will get a bill from me.

Business

Response:

The CSC Manager and the customer discussed his concerns and came to a mutual agreement.

Review: I have been smelling propane gas and complaining about it for the last two years-my health has been affected-the staffat Suburban Propane informed me that propane is not dangerous unless it explodes -the poison center however gave me a list of symptoms which confirmed my suspicion that propane leaks could be my problem. When Mr. [redacted]; branch manager of the Lebanon office was confronted with my question -whether they were trying to kill me and whether I should consult an attorney he then made a request to have my propane tank replaced with a new tank. My MD confirmed that I have had a miraculous recovery since the removal of the old tank; which I had constantly complaned about for the past two years.Desired Settlement: Refund for propane lost over 2 year period-unclear as to how much propane was in my old tank and how much propane was put in my new tank-I did not receive any paperwork on this transaction. I would also like to have some compensation for my medical expenses.

Business

Response:

This issue has been turned over to our Risk Management Department for review. They will contact the customer directly.

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 2/17/14 we rec'd a delivery of propane that we did not order from Suburban Propane. The total bill was for $1,636.38. I then called them and told them I did not order this. Then proceeded to tell me they would adjust the amt per gallon and I would need to pay $107.00 per month. She told me she would speak to her mgr. and get back to me, but several weeks went by and I did not hear anything. I then called them and told them I can pay at least $50 a month, but at that time could not guarantee the $107 per month since I never ordered it and did not budget for that large amt. She said she would note my account. I then rec'd a call from a [redacted] in PA and she told me that I would have needed propane anyhow and that I needed to pay for the min. I would have ordered, 200 gallons, she wanted me to pay at that time and I did not have approx. $638.00 to pay, and she wanted me to make payments on the balance. I told her I couldn't do that and I wanted to do a budget with them, she told me that we hadn't been on budget pymts in a few yrs and we couldn't do that again. I called the Grove City office again and at that time they said they couldn't do any pymts and all was due in full. I have made one payment for $50.00 for this since we got the propane and am getting ready to do another one in May. I rec'd another call from [redacted] 4/29 and she again wanted pymt of 1/2 at that time. I explained again I do not have that money and I will work on making pymts but I can't pay 1/2. She said they will come out and cap my tank and disconnect my service. This is not the first time they have delivered w/o me calling I told her and she said all their customers are on auto-fill, but I know we have been on will-call before. I then called the Grove City office and asked if that is true that all their customers are on auto-fill which she ([redacted]) said no and that we are on will-call now.Desired Settlement: I have a couple desired outcomes....either they can continue to let us pay what we can on the account and reduce the amt. per gallon even more, the original amt was at $4.0309 they then adj. to $3.1990 per gallon, but I would like to see it adj. more since I never ordered this! I will pay for it but cannot guarantee more than $50 as of this time. I also request that all late charges be taken off the account. Currently the balance due is $1,191.36, which includes a late pymt of $17.25. If they continue to charge me a late fee each month, I will never be able to catch up and get this paid. If they do not want us to make this payment, then they can come disconnect the tank and only charge me for what I have used since they delivered this propane that I did not call for, reduce the amt. per gallon and allow me to make payments on this and we will part ways as customer and consumer.

Business

Response:

This account was set up as Automatic Delivery because it was set up on a budget Dec 2013. The customer called on 12/31/13 to be taken off budget, but remained on Automatic delivery. On 1/8/14 a delivery of 200 gallons was made, the tank had 10% ( about 50 gallons in it) and the tank was filled to about 50% (250 gallons total in tank). and on 2/2/14 we received payment in full $849.66. On 2/17 the account came up on a list of Automatic customers getting low and needed a delivery. A delivery was made on 2/18/14, the tank was at about 10% and a delivery was made and filled tank to about 80%, the customer called upset a delivery was made. We offered an adjusted price and a budget payment of $107.00 per month. We did not hear back from the customer until 3/28/14 when she inquired about a budget plan. We explained because it was a past due account we could no longer offer budget and she let us know she could only pay $50.00/month. This payment is not an option, it would take 22 months to pay the current balance. We have tried to work with the customer with the adjusted rate and budget plan.

We have a few options going forward

Pay for the 200 gallons at adjusted rate of $3.199 totalling $687.79, we will credit all late fees and delivery fees. Payment would be due immediately, pay off remainder of balance by July 2014 making 3 equal payments starting in May.

Pay for the 200 gallons at adjusted price of $3.199 totalling $687.79, we will credit late fees and delivery fees, and we can pump out 145 gallons and credit account. Payment would be due immediately.

We could pick up the tank and credit back entire amount to the account and pay the remaining balance immediately.

We have also made a good faith adjustment to the account of $1.10 per gallon as noted above with price adjustment.

Please contact the office to make arrangements.

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], I will accept the option of having my tank picked up and crediting back the entire amount to the account and pay the remaining balance. In your letter you said the tank was filled up about to 80% and there is now 50% in the tank, so we had used around 30% in the tank, and I have also paid a total of $100.00 which needs to be taken off my balance of the 30%. We have been customers of yours for 11 years and your prices have always been much higher than all the other companies in the area. This is the 2nd time we got a fill w/o requesting it, and for you to only have taken off $1.10 the price per gallon when it was your mistake has been the last straw. You also said in your response that I didn't contact you until 3/28, when I last spoke to your office I was waiting to hear back from your office as they acted like they would speak to a manager and try to do something else. I also was waiting on a statement, which only got that sometime in April. After the tank is picked up, you can contact me at the cell number on file for payment. I will only be paying for the 30% I have used at the $3.19 per gallon minus the $100.00 that I have already paid.

Review: My billing for Propane Gas has gone up 300%. The last 3 months my billhas been $81.00 to $86.00. The month of February it is $235.00.I have not been there in the month of February the temp control is set at55, the same as the other months. When I have been there in the past Ishut the gas off and use my wood stove. I have been calling Suburban Propane for a week,their N.J., N.H. and ME offices, Their response is "we will have someone call you back", which they don't. I cannot believe this is a legal practice to increase a commodity by 300%, especially where my usage has stayed the same. They claim the rate for propane went from $2.45 to $3.40 for me. a $.95 increasethat is not a 300% increase. My quantity of use has been 33.1 they changedmy quantity to 66.2, double. I was not there and the temp stayed at 55.I would appreciate an explanation on this matter.Thank you,Desired Settlement: There is no way the consumer can figure out the bill. If my conversion factor to gals is always the same 2.7563 andmy reading for the last three months is 24cu ft. X100. reading 1968-1992How did they increase the QTY to 66.2.?? Someone needs to fix my bill, I believe this is in error.They need to explain this to me...Thanks you

Business

Response:

The customer will be conatcted by management to work towards resolving 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 received a call from the manager in the Portland office on March 6th. He couldn't answer my question on how the cu ft and the quantity doubled.

Didn't hear back from him, I had to call again on the 13th and again today on the 20th. A very nice lady from the office spoke to me today, but...

I am not happy with the results of this complaint.

Regards,

Review: I have never had a contract or service from Suburban propane. The tank has been shut off and locked since before I ever purchased the house. They offered a free service to my realtor, where they drop a tank on site with 15 gallons in order to do home inspections, where Suburban must be present to unlock the tank during the time of inspection, and is shut off after and then re-locked.

They stated that they provide this service free of charge so that their tank with their name is on site for the new buyer, and it increases the likelihood of a new owner calling Suburban Propane first, thereby making it more likely Suburban will gain a new customer.

My realtor had to call Suburban to set this up. They also told him that this is a free service to realtors, and he is available to corroborate this.

I have called no less than 5 times regarding being sent a bill for $65 to my address. Everytime, I explained the series of events. Everytime, the Suburban employees in which I spoke to, confirmed this is a free service they provide to realtors, and that it would be taken care of. I was told repeatedly that all charges would be erased.

The third Time I called after receiving a bill, I told them to come get their tank, and to stop sending me bills for services never rendered. They claimed at this point that it is a tank rental fee. They also said that I should not be receiving bills for this and it would be taken care of.

A few weeks later, they sent someone out to my address! They guy was asking why my bill was unpaid, that they can take the tank if they want, etc.

I told the guy the situation, and that I told them to come take the tank whenever. He responded by asking why I wouldn't want to keep the tank as a backup and just have it filled. I told him to take the tank and I am calling again.

After calling again, they once again said it will be taken care of, and charges dropped.

I received a bill again today, a month later.Desired Settlement: I would like for this matter to be resolved with all charges dropped and absolutely no future contact, by mail or otherwise, after the outcome of this complaint has been reached.

I demand an apology for my wasted time, and for Suburban's decision to send out an employee to essentially, harass me.

Although the employee was understanding of my situation and not rude, he still attempted to talk me into keeping the tank for the yearly rental fee as a just-in-case backup.

I have not received any services, I did not rent any tank. Suburban chose to leave it on my property, shut off, and locked, without any written or oral acceptance of mine for any service. This tank was left on the property in the aforementioned state, prior to my purchase of the home. Nothing regarding Suburban Propane was in the agreements I signed during the purchase of my home.

If Suburban refuses to honor their initial agreement, and pursues my realtor for payment, I will be sending a bill to Suburban for space rent.

Business

Response:

Tank was picked up on 7/21 Account is terminated with zero balance.

Review: We returned from a weekend away to find that Suburban Propane had delivered 357.7 gallons of propane to top off our 1,000 gallon tank on 01/25/2014, the Saturday immediately after a huge price peak due to shortages. At the time the delivery was made, there was more than enough propane to last the rest of the winter (tank more than half full).This is the second time that Suburban has filled my tank as rates peak and with the size of our tank and the fact that we only use propane to heat one zone of our three zone home, there is never an excuse for filling the tank at a time when the rates are high. One fill in the middle of the summer would last the entire year. Filling the tank immediately after a huge price increase, especially on a Saturday, seems to be far to advantageous to the company to be a coincidence. Particularly when this is the second time this has happened.Desired Settlement: I will give them the following options: - Remove the delivered propane at their expense and provide a written agreement stating that if this should happen again, the tank will either transfer to my ownership or be removed and the area landscaped at their expense. Any propane purchase agreements voided at the time of tank removal and propane in the tank to be sold back at the market price (time the offending delivery was made) - Immediate execution of above - Summer price for last delivery

Business

Response:

The manager called the customer to discuss his deliveries. Looking at his history, he was correc, we made two delivies that were not needed based on his usage. We changed his account to a one time a year delivery with the next delivery coming in June 2015. He understands that if he does not call in for a delivery before than, a delivery will be automatically dispatched. We offered him a good will credit to help offset the cost of the delivery and he agreed.

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 sold my house located at [redacted] in August 2013. The bill for a leased propane tank was to have been switched to the new owners [redacted] and [redacted] at that time. I have continued to recieve bills after repeaded calls to the company and the accunt terminated. I have called 3 times and spent over an hour and a half on hold. Each Time I anm told the issue is resolved an an email is being sent to billing, since their line is busy. Today I spoke with [redacted], who had the same problem. I want the bills to stop, since I am not the responsible party. I have notified the company on three seperate occasions, and Mrs [redacted] also called to switch the bill. I need your help to get the company to solve thier internal customer service issue.Desired Settlement: stop bills I am not responsible for.

Business

Response:

The CSC manager spoke with the customer and assurred him his issued would be resolved.

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'm on automatic delivery, and still ran out of propane. They came to fill our tanks five hours from the time I spoke with a "dispatcher, 206.4 gals." Our previous fills were under 100 gals., I Have two 100 gal. tanks. Our last fill was on 11/21/12 - 43.1 gals., before that 9/20/13 - 88.6. Although it's been cold, we supplement our heat with three space heaters. We were never offered a "lock-in" for the winter as well. I now have a bill of $646.48.Desired Settlement: I ask that Suburban offer & charge me a rate applicable to customers that were offered a "lock in" rate.

Business

Response:

Due to the fact we allowed the customer to run out of propane we have come to a mutually agreed upon price. The customer understands this is not a lock in price and the Pre Buy program is is not an option this far into the heating season. The customer has been provided direct contact information and we will work with the customer going forwrad.

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, to a certain extent.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:It was not what I was promised. I paid as much as a $1.05 more per gallon than my neighbor, during the winter season. I do realize many oil, gas, propane companies were hit hard and passed onto the consumer, but when I'm charged more than what I think a "fair" price is, and corresponding back and forth with Suburban propane trying to get a fair price as promised, I have issues. I asked for a fair refund to compensate for the high charges, but was told, "can't squeeze blood from a rock." I was dumbfounded by the remark and understood it as they were not willing to work with me.

Regards,

Business

Response:

Please contact manager directly with future concerns. Contact information has previously been provided.

Review: Last year Suburban Propane bought out our local oil company[[redacted] oil] at that time they put me on a prepay basis with not notice or exsplanation.I have never owed them money and have always paid my bill.Two weeks ago I called for a delivery of 100 gallons and was told they no longer take checks,but I could pay over the phone with a debit or credit card and I refused to give them that info over the phone.I told them I would go to the local office to pay.They gave me a delivery date og the 18th provided I pay up front.Monday the 17th I went down and paid cash in which I got a receipt.Tuesday came and no oil.I called and got a big run around and was told they had no record of me paying but I could pay again and they would send out a truck.I told her I didnt have money to pay again and that was not right.After going back and forth I was told they would look into it and call me back.The 19th I got a call and was told I would have a deliver that day.I got home and no oil.Again I was on the phone and was told they have no record of my paying,I pleaded my case with them and gave them all the info again and the receipt number.They gave me the run around again and I asked to speak to a supervisor,they said they would call a manager,They called me back 2 hours later and told me the manager would send a truck out but I had to pay for an emergency delivery for their misstake I said hell no.I told them I was fileing a complaint and would never do bussiness with them again.So as it stands they have my money and refuse to deliver oil.This is an out of state company trying to run a small town local business with poor results.I dont have money to buy more oil when I already paid for oil.I told them I was holding them responsible for my house freezing up.Please helpDesired Settlement: I want my oil delivered that I paid for and going forward I will find another company to do businesss with.

Business

Response:

We sincerely apologize for this inconvenience to the customer. A delivery of 84.4 gallons was made to the customer on 2/19/2014

Review: I needed a refill on my propane tank and set up an appointment with Suburban Propane. When they didn't arrive I called again and they reassured me that they would come out that day. I called back again several hours later and they gave me the same story. Around closing time I made a fourth call and they told me that they had no record of my appointment or calls. I told them that all they had to do was listen to the recorded messages I had made. Needless to say, they never showed up. And this wasn't the first time I had problems with them concerning a delivery--this was the third. The delivery trucks are right here in South Windsor, but I found out that the operators are in New York and New Jersey. I wouldn't recommend this company to anyone. When I arranged for them to pick up the tank and cancel service it would be on a Wednesday. When they didn't arrive I called and they said they had me down for a Thursday removal. I asked for the manager and after I spoke with her and complained she did arrange for the pick-up on Wednesday. Good riddance.Desired Settlement: None.

Business

Response:

The CSC manager contacted the customer to discuss her concerns and apologize for her experience.

Review: In Sept. 2013, I had spoken with a Suburban Propane customer service representative regarding locking in a propane rate. I was told the rate would be set at $2.349 which was honored from Sept 2013-Jan 2014. Recently, I received a bill that charged $3.349/gallon. Believing that this was a simple billing error, I contacted Suburban Propane (Roanoke, VA area office) hoping for a quick fix. However, I was told that the price I had discussed with their representative was never actually locked in (their error, not mine), despite them having record of the details of the call, so they would not honor the price. I don't understand how they have record of that conversation but are unwilling to honor the price that I have been charged for the past few months. I was told that the representative that I spoke with about the lock-in price was no longer an employee, so there was no way to verify this contact. Understanding that the representative that I was on the phone with did not have authorization to amend the bill, I requested to speak with the manager. When I did not hear back within two days, I called back only to be told that the manager works at a few offices and is hard to reach. It is now a week later and I have yet to hear back from the company. According to the invoice, the payment was due on Feb. 15th, but I did not want to pay for wrong price, so now I fear that I will be charged a late fee and, without the ability to contact the manager directly, there is little I can do.Desired Settlement: I would like to speak with the manager, as requested, in order to ensure that the rate that I locked in during Sept 2013 is honored and applied to the last month's bill as well as future purchases.

Business

Response:

We have spoken to the customer and agreed to a price the customer was happy with and will reevaluate in June 2014.

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 am writing because of a series of problems that I have had with my heating company, Suburban Propane. The most recent involves an unauthorized delivery of propane made on July 11, 2014. But over the years, I have had a number of issues which bear on the current problem. To summarize:

Unauthorized delivery. On July 11, a propane delivery was made even though I am a will call (for delivery) customer and my propane tank was 40% filled. I was not notified of the delivery beforehand and over the past 15 years have rarely if ever received a delivery during the summer. Suburban Propane is now requiring payment for a delivery that I will not use until October and may never use if I move. Can Suburban Propane require immediate payment for a delivery that I did not request?

High to exorbitant pricing. The initial per gallon charge for the July 11th delivery was $4.00, a rate that is higher than I paid during most of this past winter. After calling, the rate was lowered to $3.06. Suburban’s initial rate is nearly $2.00 per gallon more than the rate my parents, who live in NJ some 30 miles away, would pay for a delivery from their propane company [redacted]) if they requested a delivery. (We both use the propane to heat our homes and both have 500-gallon tanks.) If this difference were a one-time event, I could attribute to market fluctuations, but large differences in the price have existed for years. On rare occasions, the difference has been as small as $0.20 per gallon, but it is typically between $0.60 and $0.80 per gallon, and has been as large as $2.00 per gallon a number of times. Do NJ consumers have any recourse or protections against exorbitant rates?

Restrictive contracts. Last year, Suburban Propane implemented the use of a pre-buy contract for customers who wanted to lock in a fixed rate for the upcoming winter season. Prior to that, a phone call would lock in a rate. The contract states:

“No credit(s) or refund(s) of any kind will be issued to a CustDesired Settlement: Payment for the delivery made on July 11 should not be expected until mid Oct when I would have ordered it.

My access to the pre-buy contract should not be contingent on a outstanding balance because of the July 11th delivery which I did not authorize and did not need.

Payment for any undelivered propane as part of the pre-buy contract should be wavered by Suburban Propane if a person moves.

Business

Response:

The customer's concern was addressed prior to the receipt of the Revdex.com complaint and an agreement has been reached that resolves the matter.

Review: I believe I"m unfairly charged $1.00 gal.(charge of 250 gal for $250.00) to have the return of tank with just over 250 gal of propane charged to pump back into their tank so it can be sold to another customer. I paid for it and all the charges to have it delivered. I am the widow of 26 year US Navy veteran with with only his Social Security. I am 82 and though I notified this company of his death (8-7-12) the bill is still in his name. Reason I cancelled: their early bird buy in would have cost me $1,200 more than the [redacted] Company I changed to.Desired Settlement: To be reimbursed for the cost of $250.00 that was charged to pump propane into Suburban Propane main tank.

Business

Response:

The CSC manager spoke to the customer and resolved her concern to her satisfaction.

Review: I 've been trying to get someone to call me back to schedule a pick up for my propane tank in whick they sent me a bill for payment but they say they will credit when they pick it up. I have cancelled service with them for an ongoing problems.

They seem to not call people back when they cancell service with them I talked to numerous people

Regional Manager [redacted] and Local Manager [redacted] and they all would call me in which they haven't.

why do I have to pay and then never get someone to pick up my tank?Desired Settlement: I would like someone to call me and set up a date @ time for me to be there when they pick up the tank and get this issue resolved.

Business

Response:

The tank pick up is scheduled for August 29th and a credit will be issued at that time.

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: I had removed my propane fired furnace from my home and therefore no longer needed the five hundred gallon tank that was sitting in my yard. I called Suburban Propane to talk about changing to a smaller tank. I was told that if I decided to do that at that time I would be charged a restocking fee for any propane left in the large tank and then be charged for filling the small tank. We agreed that I would be taken off of the auto-fill list and tanks would be exchanged when the large tank ran empty, That was nearly three years ago.

September of 2013 I was auto-filled and handed a very large bill. I called Suburban Propane to question why I had been filled when I had not ordered the propane. I was told that it was a mistake and the would come empty the tank and exchange tanks as soon as they could fit it into the schedule. Several phone calls has taken place with pretty much the same outcome, that the tanks would be exchanged as soon as possible.

It is now March 13, 2014. Two weeks ago I received a letter in the mail threatening to be sent to collections if I did not pay my bill. Today a gentleman arrived at my residence to lock out the propane tank until payment was made. I demanded that he remove the tank, upon which he asked if I still wanted a smaller one. I told him that I was done trying to do business with a company that was trying to bully me into buying unordered product and that I just wanted the tank removed and to be refunded any monies owed to me and not be charged a restocking fee for unordered product.

Once again they promised the same thing that they have been telling me since September of 2013, that they would pick up the tank and refund my money as soon as possible. I still have a tank in my yard and they still want payment.Desired Settlement: I would like them to remove their tank, refund any money owed to me (there was still propane in the tank when they auto filled, if it were empty we would have called to exchange tanks per our original agreement), not charge me a restocking fee as they broke our agreement, and never contact me again.

Business

Response:

The guage reading was at 61% which equates to 305 gallons. We will credit the 305 gallons without a restocking fee

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 Suburban propane (Telford Pa office [redacted]) in mid December of 2013 to discontinue service and remove the 100 gallon tank. I explained that we were switching to natural gas service and needed the tank removed for impending construction repairs to the property in the area where the tank is located. The tank is obstructing a concrete walkway that needs repair. The service representative told us that the pickup would occur within two weeks. After three weeks, we called again January 8th 2014, re explaining the situation and were told they were busy and could not promise any date. We called again the last week in January and again today Feb. 3, 2014. I was informed today that they will not pick up tanks until spring but that our case would again be forwarded to their service department. We have postponed the construction repairs hoping Suburban would act in a timely fashion. They have not. Two months is poor customer practice and we will not delay the needed repairs any longer.Desired Settlement: I request that Suburban Propane remove the tank from my property within 2 weeks of this notice and refund the dollar amount for unused propane less their customary restocking charges. If the tank is not removed bu the 17th or February, 2014, I will pay to have the tank moved to another location on my property. Suburban propane will be billed and expected to pay for that for the labor involved.

Business

Response:

The customers tank was picked up on Friday afternoon 2/7/14. We are in the process of adjusting his account with gallons that were left in the tank. His refund for those gallons will be processed today.

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.

Thank you for doing in 2 days what I tried to do for 2 months.

Regards,

Review: Suburban refuses to disclose price per gallon for the propane they are delivering until after delivery. The going rate in our local area is 3.80 per gallon yet Suburban charged me 5.99 per gallon two days ago. When I tried to contact them to resolve the problem, I was told there is no regulation on the price of propane and they charge more because they have a service department (I was told everyone pays a different rate and I should be happy I am not paying 7.00 per gallon). If we were under a state of emergency and I was charged this rate it would be price gouging. If I had been made aware of the rate prior to delivery scheduling I would not have scheduled a delivery of 170 gallons of propane.Their practice is both deceptive and abusive with regards to lack of regulation.Desired Settlement: Adjust current bill to prevailing local rate and inform customers of the amount they intend to charge for propane prior to delivery.

Business

Response:

The CSC manager has spoken with the customer and have agreed to rebill her last delivery and set her up on a special pricing program. All the changes have been made to her 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,

Review: In August of 2013, I received a letter from Suburban Propane, from there Temple, Pa HQ that my propane FIXED price thru June 30, 2014 would be $2.669 per gallon. On September 4, 2013 I received a delivery of 298 gallons of propane at $2.76.9 per gallon. On September 4, 2013, I contacted there office and spoke to [redacted] about the discrepancy. , [redacted] called me back on September 5, 2013 and told me that the heating season has not begun and I should have refused delivery. This is not right, I had 500 gallons in my tank but did not see the harm in topping it off. They are topping off tanks at higher price after they send a letter at a lower price. I have the documentation.Desired Settlement: Lower my price to $2.669 per gallon as stated in their letter to me, for the fuel they delivered.

Business

Response:

Spoke with the customer this morning and came to an agreement for September billing at 2.669 a gallon.

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: [redacted] Energy Service just sent me a bill for $466.00 and all of my previous bills have been from $48.00 to about $68.00. When I contacted them they told me this was due to and increase in their energy charge. When I questioned them how there could be such a difference they informed me that is the current rate and there is nothing they can do about it. When I contacted the FCC they informed me that the energy providers that are out there can charge what ever they want and there is no regulations for them. People need to be aware of how bad these energy suppliers are ripping us off.Desired Settlement: All that I would like is that there be some kind of rules that would not allow these companies to do this and readjust my bill to a current rate.

Business

Response:

[redacted] authorized [redacted] to be her electricity supplier. The program she authorized is a variable rate program with no guarantee of future savings. The TPV is attached for your review. We have been notified by [redacted] she is returning back to them as of 2/21/14. [redacted] does not charge a cancellation fee. I consider this matter resolved.