Suburban Propane, L.P.

Review: I am receiving a bill that has been paid in full in a cod bill collection for 236.00 dollars, I keep geeting billed from 2-16-2012 to 7-18-2012

the bill was paid cod on 2-16-2012, I have the receipt fromm the driver on 2-16-2012 for 236.00, I gave him 240.00 because I didnt have change. it is marked on the receipt, the company took me to a collection agency called tek-collect, I spoke to a ms. [redacted], she told me to fax my information to them proving the bill was paid, I did that, it was address to mr[redacted] on 4-30-2012. im still receiving monthly bills from this company, and they say I owe them with intrest as of 6-18-2012 in the amount of282.13 cents, I dont fill comfortable calling the company for propane during th e off season to fill the tanks because of this issue, propane is cheaper during the summer months anyway, im down to 20 percent on tanks and I need to fill the tanks during the summer months account no.[redacted] payment was cod, on2-16-2012 purchase date 2-11-2012Desired Settlement: all I want is the tanks to be filled up during the change of weather, sinse they tryed to take me to a collection agency and kept billing me for this bill an intrest, I would like to have my tanks filled at no charge for the rest of the year and take me off cod when they come to my home, put me on a billing cycle like everyone else in my area, but I am still not comfratable talking to the people about getting my tanks filled, witch I could of had done during the summer months

Business

Response:

We apologize your initial complaint was not responded to, if you continue to have an unresolved concerns please respond with the details and Suburban Propane will be happy to look into them.

Business

Response:

We apologize your initial complaint was not responded to, if you continue to have an unresolved concerns please respond with the details and Suburban Propane will be happy to look into them.

Review: I have been respectively requesting for one year (since August, 2013) to have my propane tank removed. I have been promised numerous dates with no one showing up. I called yesterday (July 21, 2014) and was told the "calendar was full" and that Janice would have to get with the Manager and would call me today (July 22, 2014). I told the very nice lady ([redacted]) that I expected a call today or I would contact the Revdex.com and that I thought one year was more than enough of being patient and that I was sure those that had the "calendar full" had not waited an entire year for service. It is now 6:17 pm and they close at 5 pm. They are again hoping I will just go away. I want them to come get the propane tank and refund the money due me. I have truly been patient and been told by numerous people that I was "blowing in the wind" if I really thought Suburban Propane would do what they promise. I am at the end of my rope and do not know what to do but contact the Revdex.com. I sincerely appreciate any help you can give.Desired Settlement: To have the tank removed and my money refunded NOW. I do apologize if I appear angry as I am not, just extremely frustrated as I have never encountered a company that behaves in such a total disregard for their customers and obviously does not care about their reputation. I did not know when I first engaged Suburban Propane that they had such a bad reputation in the community. I appreciate any help you can give.

Business

Response:

The manager has talked to the customer. The tank has been picked up and we arranging for a refund to be issued immediately.

Consumer

Response:

[redacted]

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

[redacted] with Suburban Propane called and apologized which I accept. The tank has been picked up and I have been assured that the refund will be forthcoming shortly. I asked [redacted] if one (1) month is an appropriate amount of time to wait for the refund and he assured me it was. I will wait until August 23, 2014 to see if the refund arrives. Thank you Revdex.com for your help in this matter. It is greatly appreciated.

Review: This is the absolute WORST vendor our company has ever worked with. You can't talk to real people or anyone at your local branch...EVER. They do not return phone calls, or deliver messages. I ran out of heating fuel twice last winter and could not get serviced. We regularly ran out of fork-lift propane because they did not deliver on schedule... sometimes missing by 1 or two weeks. No response to complaints, at all. After years of horrible customer service we switched to AirGas and never knew what we were missing.Desired Settlement: For their own good I would hope that someone in the company would take a hard look at their customer service department. They absorbed our very reliable and local propane company and everything went down hill steadily from there. I can't explain how much of my valuable time they have wasted over the last two years. I simply can not get anyone to respond to my many complaints, so I decided to leave my "exit interview" on the Revdex.com website. The fact that they are not even accredited is very telling.

Business

Response:

The manager contacted the customer to discuss his concerns.

Review: Well first I feel they are price gouging charging over $7.00 a gal.for propane and when I called and told them I was all done with propane and to come and get their tank they said it would cost me $85.00 for them to pick it up.I have paid rent on the tank for 16 years,it dose'nt seem right that I should have to pay them to pick up their own tank.Desired Settlement: DesiredSettlementID: Refund

For me not to have to pay $85.00.Plus refund for remaining pr0pane left in tank.

Business

Response:

The manager has contacted the customer to address his concerns.

I have had the worst customer experience/service from this company than any other I can think of. My issue is that I have tried for 2 years to purchase the (currently leased) underground tank I have. I keep getting the run-around, saying that the process takes weeks. I want to do this because Suburban's prices are $.60 a gallon more than the loca co-op (this includes the pre-buy price). If I were allowed to purchase the tank, I would then be able to choose who I buy my propane from. Last year, the prices were $.40 higher, and they eventually lowered my price by $.20 per gallon, but it still cost me over $200 more last year for fuel (I use roughly 1,000 gallons per year). I have been dealing with the office in LaCrosse Wisconsin, and when I leave messages, they are never returned. I have to keep calling them, and keep getting lame excuses as to why I can't purchase my tank (our systems are down, it takes a long time, etc.) I am extremely dissatissfied with this company. Last week, I told them if this wasn't resolved by today, that I would be cancelling my account with them and getting a new tank from another company. I have heard nothing from them.

Review: I started with [redacted] Gas about 20 yrs ago. Through out the yrs the gas company changed hands a few times and NEVER once was I informed of any changes in a contract I once had, nor did I ever have the oportunity to opt out and stop services with the new company as it changed hands which now is Suburban Propane. I moved in July and had spoke with Suburban Propane about moving my tank to my new place of residence. They informed me if it was full they would have to empty first it which would cost me $75.00 and hour and then move it. I told them it only had 20% in it and they said that was fine they could move it with that much in it, so it would only be $75.00 per hour to move it and hook it back up plus pressure test the line and bleed the air out. After a few phone calls and information changing with each call, I decided it would be best for them to just pick the tank up and we end our service with them. So on Oct 2, 2013 I requested they pick their tank up and refund my 20% (my tank rental was paid until spring of 2014) They quickly informed me it would be $130.00 to empty the tank and remove it. I went to the old place to pick some more items up and found the tank is missing from its location and has been placed next door (not by Suburban Propane, but by individuals) so the people has used MY gas and Suburban propane has filled it up (was told Suburban Propane filled it Nov 19)Desired Settlement: I want the value of my gas returned to me. The tank was never pickup or moved by Suburban Propane so even if I had agreed to any new fees I was not aware of to begin with (in which I was not nor did I agree to), Suburban Propane did not pick the tank up. Also since the tank was never picked up I want to be sure that the new customer is NOT ordering gas in my name and that my name is no longer attatched to that tank.

Business

Response:

A refund in the amount of $119.96 is being processed.

Review: When we bought our house, the propane tanks were full. I had a representative from Suburban Propane show up at my doorstep one afternoon, about a week ago. He informed me he was here to turn off my gas service, unless I established an account with Suburban Propane right then on the spot. I called the office, and spoke to [redacted]. I told her that our tanks were full, and I did not need their services at this time. [redacted] told me that I had to sign a contract with them, or our gas was going to be shut off...regardless of the fact that we owned the gas outright. She said if we did not sign a contract, our service would be disconnected. She claimed that 'notice was left', but I never received it. I remember someone coming to my door a few weeks prior, but they did not inform me that I was going to have my gas service shut off. I'm not sure if they were from Suburban, or an Oil company (we have oil heat), but I thought they were just being friendly and trying to sell me their services.

I have never had propane so I had no knowledge of how the process worked. While waiting for the papers in the mail, I decided to do some research and reached out to a few other propane companies, to gather as much information as possible regarding pricing and routine procedures when it comes to having propane. I was told by multiple companies that if the gas in those tanks belonged to us, that we did not need to sign a contract with anyone. If we were able to provide documentation to prove the gas was transferred to us when we purchased the property, then we should be able to use up our gas. I have been emailing back and forth with [redacted] for several days, trying to figure out a solution to this. Not only has their customer service been beyond sub-par, but I feel as if they are trying to trick me into signing a contract with them, making it out to be that I had no other option but to sign a contract with Suburban Propane. I have been misled and mistreated.Desired Settlement: I just want to use up my gas, and decide on who to purchase it from when it runs out. I do not understand why I have been treated so poorly, and I do not appreciate being misled. I can forward the string of emails between myself and [redacted] to whoever desires to see them. I do not feel as though I have asked any inappropriate questions, or requested any information that would not be useful to me in making a decision on how to proceed with this situation. I have been treated as though I do no have a right to the information requested. [redacted] said they left notice, and I said I didn't get it. So maybe I should have gotten a breakdown on how it all works, instead of someone knocking on my door saying essentially "sign a contract with us now, or have your gas turned off now."

Business

Response:

The CSC Manager spoke with the customer and they came to an agreement. This issue should be considered resolved.

Review: I have a long history with Suburban propane and I feel their practices are VERY unethical and downright corrupt. First of all I was with a great company called Rocky Mountain Propane. I had billing with them and I was sending payment to them every month. They were great to work with. Somewhere along the way Suburban propane bought them unknown to me. I kept sending regular payments to Rocky Mountain Propane all the while it was now owned by Suburban Propane. Then one day Suburban came to my house, jumped my fence and turned off my propane. They left a contact tag. I was shocked because it was cold out and we had no heat nor hot water for my children and family. They never contacted me nor knocked at the door to let us know. I contacted the number on the tag and Suburban said they do not need to contact me as my bill is delinquent and they can shut off whatever and whenever they please. The ladies name was [redacted] that I spoke with. She had the service tech turn our propane back on and gave me a billing schedule. I made the payments on time. I told her DO NOT FILL ME AGAIN. When our payments fulfilled the requirements they again came out and filled me at an exorbitant rate. So much that I was even shocked which is hard to do. I called Suburban propane again and complained about this and the lady said she had no record of not wanting them to fill. I again told her DO NOT FILL MY TANK. I have two fireplaces and it is much cheaper to buy wood and heat than using Suburban propane. I called several other propane companies and they were all around $2.00 per gallon cheaper. I told Suburban this fact and they did lower their price per gallon to their competitors. I again made arrangements to pay my bill off and I did. Then once again they showed up when we were gone and filled again at the super inflated price. I again called and they said they never showed me not wanting propane. I made a complaint with a manager and she said she took me off auto fDesired Settlement: Reduce my bill which shows the amount returned to them and credit me that amount. I will not accept anything less. I request that they credit my account from the price they over charged me per gallon when they filled- not the price per gallon propane is now. The propane in the tank is still usable and must be credited.

Business

Response:

An attempt was made to contact the customer, his contact number does not offer an option of voicemail so an email was sent to the customer.

Our documents show the tank was picked up on 6/25/14 amd at that time fuel remaining in the tank was 35% (175 gallons). We so not typically credit fuel remaining due to the expense associated with pump out and restocking , however it has been authorized to credit the customer for the remaining fuel. In addition the late fees have been credited associated with the 1/2/14 delivery and the rental fee generated 6/14/14.

With all credits applied the remaining balance is $ 63.02

The CSC manager would greatly appreciate the opportunity to discuss this issue with the customer, and can be reached at [redacted] ( [redacted])

Review: they came to our house on friday the 15th of february and stole our propane tanks.They left no note and they gave us no call

they came to our house on the 15th of february and stole our propane tanks.They did not inform us they were going to do that,they left no note and they gave us no call.We have small pets and my wife is pregnant and cant afford to be sick cause she works every day.We called them and they said they were going to have to look into it.we have no heat and it is freezing in here.Desired Settlement: we want a refund of us having to pay for those tanks

Business

Response:

We apologize your complaint was not responded to when originally filed. If you still have an unresolved complaint Suburban Propane would be happy to look into it further. Please respond with any ongoing issues yet resolved.

Review: I engaged Suburban Propane for home fuel delivery from 2010 to 2012. I had very poor and unreliable service and in 2013 cancelled the service. Despite calling the office and then sending letters numerous times, they continued to deliver unwanted fuel and continued to bill for 'future services' - a service contract for the coming year. After 5 contacts from January to October in 2013, culminating in a complaint to the Vermont Public service board in October 2013, they finally removed the charge for the service contact. Of note, when they delivered fuel after I cancelled services, I still paid for the fuel although I felt there was no legal obligation to do so.

The current issue is that I am now receiving bills for late fees and interest charges based on not paying for the service contract 'on time' that I had so desperately tried to cancel. I never utilized that service. I object to getting charged for late fees and interest for a bill that should never have been generated.Desired Settlement: Ideally I want them out of business. They clearly have a deeply embedded unethical business practice. I will settle for adjustment of the bill, with a letter of acknowledgment from them that this was billed in error (in case of have any future credit report issues) and then I never want to hear from them again.

Business

Response:

The customer was billed a tank rental in error, it has been removed and there is zero balance and the account is terminated. We apologize for the error and inconvenience.

Consumer

Response:

I am rejecting this response because: there is nothing on the bill that states that this was a tank rental. Nevertheless, they have reportedly cancelled the charge. They still don't deserve to be in business but I will accept closure of the complaint. I appreciate the assistance of the Revdex.com.

Business

Response:

The customer stated in their rejection they consider this matter closed, there is nothing else Suburban can do that we have not already done, the account is closed with a zero balance.

Review: Contacted the [redacted], MD Suburban Propane office to inquire about price at [redacted] and was told to come by on Thursdays for the sale pricing on 20# tank refills. Today 6/19/2014 I drove to the [redacted], MD Suburban Propane office and found a notice on the door. The notice stated that the [redacted] office was permanently closed and left a phone number to call. I called the phone number that was on the notice and spoke to a customer service representative at their Hollywood, MD location. I was told that the [redacted] office had been closed for quite a while and that they only filled propane from their Hollywood, MD location. Their Hollywood, MD location is not even close to my home. This is another example of underhanded sales technics by businesses.Desired Settlement: Reimbursement for my gasoline expenses, $10.00

Business

Response:

We apologize for the inconvenience and would be happy to pick up their tank and fill it and return it. Please contact the Hollywood office.

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.

Suburban Propane agreed to pickup my 20# bottles and fill them at no cost to me.

Review: I received a fuel assistance letter for $975 and requested it be delivered. When they made the delivery, 30 April 2014, they filled my tank and gave me a bill for $1840.00 I called 2 May 2014 and requested they send out a corrected bill, as I noticed they had charged me $5.2690 per gallon for 347.2 gallons. I believed this had been a simple mistake of putting the numbers in the wrong order, as competitors are charging about $3.50 per gallon for small fuel deliveries, less than 151 gallons. When I called and requested a corrected bill, I was told that this was in fact what they intended to charge me. This is fuel assistance, which clearly indicates that I don't have money to throw around, and I had made other arrangements if they failed to deliver on time and I would be too late to get the fuel credit.Desired Settlement: I understand that things happen, and if they pumped too much fuel I was prepared to pay any small amount they exceeded my credit by, expecting a fair and competitive business dealing. When I spoke with them on the phone, I simply explained that this is not acceptable and I would like a corrected bill.

Business

Response:

THe manager has agreed to credit and rebill the 2 deliveries so they total $975.00. A waiting payment from fuel assistance and then account balance will be 0.

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: From mid November 2013, I asked Suburban Propane to remove the existing 120 Gal. LP Tank from the property. After more than 3 months and numerous phone calls with the compane ([redacted] Office), the tank it is still on my property, abandoned, and Suburban Propane does nothing about it.

I need the tank removed, to perform need repairs to the wall and be in compliance with the Building Code, since the tank it is right next to a electrical outlet used for my generator.Desired Settlement: I need the tank removed from the property.

Business

Response:

Tank removal is scheduled for 2/6/2014.

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: 139.3 gallons of propane was mistakenly delivered to my address on October 28, 2013. It was billed to my account at $4.16/gal. During the pre-buy sign up period in August 2013, I realized there was enough propane in my tank for the coming year. I made arrangements with the Morrisville VT office to pay off the remaining balance at that time, with the stipulation that I would not receive any more deliveries until I called and asked for them. The representative assured me that my account would be taken off the budget plan it had previously been on and that I would be put on a will call basis.

In October, immediately after the delivery was made, I attempted to call the Morrisville VT office 7 times to make arrangements to have the unwanted propane removed. Each time I was transferred to the customer call center where the wait times were in excess of 15 minutes. Twice I did hold and a very cordial and apologetic person assured me that they would make sure the appropriate person was notified so that the propane could be removed from the tank. That never happened and now my driveway is snow covered so a truck cannot reach the propane tank to remove the unwanted propane.

I sent a letter of explanation to the corporate office in early December 2013 along with a copy of the initial invoice right after I received it. I have not heard anything from Suburban since then, except for the most recent billing where the company added a late charge on top of the original amount.Desired Settlement: I would like the propane removed from my tank at no charge, but that cannot happen now because my driveway is snow covered.

Alternatively, I would be willing to pay for this propane at the pre-buy price of $2.19/ gal that was offered in August 2013. I want any late charges removed from my account and I want to be changed to a will call customer so this does not happen again.

Whatever agreement we decide on, I need to have a copy sent to me.

Business

Response:

The issue has been discussed with the customer and agreement reached to sell her the unwanted gallons at the pre-buy price and taken off of Automatic status.

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,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Complaint Detail

Review: I have cancelled my service with this company due to other matters. It has been over 40 days since I have done this and the propane tank is still sitting in my front yard. I have called and talked to a costumer representative on 7 different occasions without the issue being resolved. The tank will be picked up at their convenience with a $65 cancelation feeDesired Settlement: I would like the tank removed and the cancelation fee waived.

Business

Response:

As of 6/16 the tank has been picked up. We apologize for the delay!

Review: I ordered gas from this company, they stated delivery would be on Monday the 16th. Services did not deliver until the 17th and had miscalculated the delivery resulting the tank; 100 gallons, to be filled on only 20% giving me 40% total. I called on the 17th voicing my concerns and they apologized stating they would like to assist me with this issue. I requested the tank to be filled 100%, they stated that they could up to 80% due to filling protocols and because I had $152.00 credit, the difference in payment would be $59.73, which was debited that same day. The customer service rep stated that the delivery would be made on the 23rd and that I was all set.

No delivery was made the 23rd and on the 24th, I spoke with the customer service rep supervisor who stated that no delivery was in the system and that I had no credit of $152.00. When I inquired to what happened, he stated this is what the system shows and that my tank was filled on the 18th. My tank is currently at 30% and is used for hot water, cooking and supplemental heating as I have an alternative resource for heat. The rep offered a fill of 10 gallon and that he was breaking "policy and procedure" to get this to me on Monday the 30th, I declined. I am very dissatisfied with how this was handled and will be looking for an alternative provider in the mean time.

The company; when being connected to a representative from the menu, does state that for quality assurance purposes they record their phone calls. They should have record of phone conversation 12/19/13 and 12/24/13.Desired Settlement: I would like a refund of the $59.73 and an apology for services not completed as they had been stated and I will not pursue the $152.00 credit as I do not wish to receive further services from this provider. I do not feel that the company has provided as their mission statement states: Lead the industry in customer satisfaction by offering the highest level of total value.

http://www.suburbanpropane.com/about/mission.html

Business

Response:

The manager contacted the custome, apologized for the situation, and offered a refund or deliver the credit as gallons to the tank. The customer declined both. The customer received $162.32 of propane on 12/17 and the delivery had yet to post on his account. The customer has a credit on his account of $49.51 which a refund 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.

Regards,

Review: There is no notification of price being charged PRIOR to delivering of propane. The price is much higher than the average in the area or average that is posted on .gov site. On March 11 I received the " about monthly" bill of $708.93 ($5.699 per gallon). There was no notification of what price would be prior to delivery. When I called and asked to get the delivered propane out of my property, I was told that the delivered propane cannot be pumped out. The only way is for the tank to be removed, however there is a substantial charge for that. It is unethical to corner customers like this. The ethical way is to inform customers what the price would be, so the decision can be made by the customers how much and when the propane should be delivered. Of course it is also unethical to charge much higher prices for established customers that already have Suburban tanks. Extremely disappointing.Desired Settlement: Since you delivered without my consent:

1. Adjust the delivered 122.4 gallons to the average residential propane gas price being charged in my area as listed on the .gov site as of 03/11/2014

2. Discontinue automatic deliveries without price notification

Business

Response:

The manager called and spoke to the customer to resolve his issue.

Review: Was told I was locked in on a price when I called to refill they changed everything. Average Ohio price 3.63 a gallon wanted to charge me 5.65 per gallon when I was locked in at a much lower price. I was told I was not locked in and tried to get management to return my calls I left 2 messages for them to call me back and still waiting. I was a previous customer and switched back after talking to a salesman that was in my area trying to get people to use Suburban again. Total price gauging and terrible customer service.Desired Settlement: I want the price I was locked in on.

Business

Response:

Unfortunately we nor the customer has any record of locked in pricing. When the customer called we gave her the market price minus a discount at $5.199/gallon. Customer refused delivery.

We received exceptional service from Suburban Propane of Asheville. We had to reschedule the installation 3 times due to flooding in the house and they were professional and accommodating and went above and beyond my expectations. Great customer service! Great job with the installation! Great experience! So glad we used them

Review: Price Gouging, during weather crisis

Upon my request, Suburban Propane came to fill up my propane tank (which they advise that I may not use another provider) and did not advise me of a serious price increase. They charged me $6.35/gallon, more than $1.50/gallon above the price from other providers giving me a bill of more than $2500!! I was not given an option, nor told the price and I have come to find out that I was seriously taken advantage of as this is not the current price for propane in my area.Desired Settlement: during the weather crisis this week in Chattanooga, this caused me considerable stress and put me and my children in a dangerous situation. not only did they let the tank run dry and we had no heat/hot water, but upon the delivery they also created a propane leak which went on all evening. It took them nearly 3 hours to respond to my report of the leak, unacceptable. Then the price gouging to boot! I would like a full refund of this transaction and release from any real or assumed contract wh

Business

Response:

The manager indicated the issues have been resolved.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Verbally, the manager said that he would adjust my bill according to typical propane prices in our area (under $4.00/gallon) and that he would adjust my bill and send a new one. I have yet to receive a revised bill. Additionally, I was sent an old contract in the mail (after I requested to see what they had on file) and the contract was with [redacted] Propane, no paperwork showing that I had agreed to go into contract with Suburban. I do not believe I am legally obligated to continue to use this company, though they insist I may not received propane from any other source.

Regards,

Business

Response:

The manager spoke with the customer and informed her the adjustment was made to her account and she will be receiving a statement in the mail soon. Her account was also changed to Will Call per her request