Suburban Propane, L.P.

Review: Although our propane usage has not changed in the two years the amount needed to fill the tank has increased 78%. I have had Suburban check the tank for leaks twice in the last four months and there is none, however they also have no explanation for the excess.Jan 2014 needed 262.7 gallonsOct 2013 needed 356.1 gallonsJanuary 2013 needed 151.6 gallonsNovember 2012 needed 196 gallonsFebruary 2012 needed 173.1 gallonsNovember 2011 needed 205.9 gallonsAs our history is showing the last two fills are inconsistent with our past usage, with no difference in our house hold. I have had all appliances checked for any problems that could be associated with this excess with no issues found.Desired Settlement: We have spoken with Suburban on the phone several times and the last time they admitted that some other customers have complained about increases in the propane amount needed to fill, but offered no other explanation. We have a buried rented tank and can not use another propane company.

Business

Response:

Our service coordinator spoke with the customer and explained to him that we had run 2 leak tests and found no leaks on his system and felt there were no issues. We asked him to call us a few days out and notify us when he would be there and we would schedule a test while he is there to show him there were no issues.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: We feel that more testing that should be done, perhaps it was the person filling the tank or faulty instruments. There must be a reason why the amount needed to fill the tank has gone up so drastically.

Business

Response:

As noted in our previous response, please contact us a few days out to schedule a test while you are home to ensure you there are no issues.

Review: Our propane company has been coming out to fill our propane tanks even after we have requested on multiple occasions that we are on will-call service because we are not using our propane currently. Our Propane tanks were filled in March 2013 and we haven't used them since for heating. The only thing we use propane for is for an outdoor grill that until recently we had been using the small tank propane and filling it at a hardware store. We never use more than 2 fill ups of the small tank per year (40Lbs- $50 worth of propane maximum). Suburban unexpectedly came out on November 20th to fill our tanks. We had no idea they were coming and were not home when they came. I was shocked to see that they charged us for 55 gallons of propane at a price of $252.95. There is no way I used that amount of propane in the 5 total times I made hamburgers on our gas grill. My wife and I have both contacted Suburban propane on several occasions to voice our concerns both for the bill and for the fact that they shouldn't be coming out to fill our tanks unless with contact them. We were promised a manager would contact us but never did. On December 19th my wife came home to another Suburban Propane truck in our driveway filling our tanks. We have not used propane at all for anything since the fill up in November. My wife walked over to the driver explaining that the tanks were filled in November and we aren't currently using our propane tanks at all. He asked her questions about the last delivery and stated that the tank lids were left open and the valves were frozen and iced over. She told him we never use the tanks and knew nothing of the problem. He deiced the valves and then left but we got a bill for this delivery saying the 27 gallons of propane had been delivered. we contacted the conpany again and this timeafter 2 calls a manager told us he was sending a service person over to check the tanks to see if there was a problem. No service repairman cameDesired Settlement: We do not see any way that they every put 79.1 gallons into tanks that we haven't been using. They cannot give me an explanation as to why these charges have been made. These tanks were full in March so unless there is a leak there is no way we have used this amount of propane. They haven't done their due diligence to check of fix this problem. I can't imagine we have used anymore than $50 work of Propane since March. I think they are scamming us by artificially inflating the amount of propane they are delivering. I imagine they could get away with this with most of their customers since there is really no way of telling how much fuel is being used when you use it. However in our case we aren't using it at all so it is very easy for us to tell that there is not way they can continue to fill an already full tank. I do not want to pay this $413.98 bill. It is fraudulent.

Business

Response:

Delivery was made to this address, a leak test was performed on 12/31/13 and no issues were found. A message was left for the customer to discuss.

Review: Recently, I decided to cancel service with Suburban Propane and switch to propane service with another provider ([redacted]). The [redacted] Energy representative promised that they would contact Suburban Propane and inform them to cancel my account and that they could pick up their propane tank - which I believe is a 300 gallon tank. Suburban Propane was contacted on or around September 10th, 2014 (by [redacted] Energy) to pick up the Suburban tank located in my front yard.

About two weeks later (having heard nothing from Suburban), I contacted them - just to make sure they were aware of the service cancellation and to let them know that the tank is approximately 23% full of propane for which I expect to be reimbursed (minus any restocking fees they may charge). The Surburban representative told me that they were contacted on September 10th by [redacted] Energy of the cancellation and that they would be out to my house for the tank pick up within 45 days from the September 10th contact date. I believe the 45th day will be Saturday, October 25th.

In addition to picking up the tank and reimbursing me for the propane left in their tank, I also have a $7.69 credit for which I should be reimbursed. The purchase price of the fuel from Suburban was $1.99 per gallon. Based on theDesired Settlement: I expect Suburban Propane to pick up their propane tank, reimburse me for the leftover propane in the tank plus the $7.69 credit on the account, and then close the account.

Business

Response:

Good Afternoon! I am responding to the above case number for [redacted]. We have scheduled the tank to be removed from his property on Monday 10/27as long as there are no unforeseen circumstances and will credit him back the gallons and refund him the propane credit and $7.69 credit he already had.

Consumer

Response:

I am rejecting this response because:

Hi:

On October 23rd I filed a complaint against Suburban Propane, [redacted]

The assigned ID # is [redacted]

They were supposed to pick up my propane tank (which they did on October 27th). They were to reimburse me for the remaining fuel in the tank (which my current propane provided stated as 23% full) plus a $7.69 credit which was on my account – minus the per gallon restocking fees.

I do not understand why I received the attached bill on November 3rd. It lists the restocking fee and the $7.69 account credit, but where is the reimbursement for the fuel itself?

Business

Response:

The restocking fee was reversed and the refund has been processed. The account is now terminated.

Review: I purchased a new vacation home that came with a Suburban Propane tank. The tank is 20% full. I contacted Suburban Propane to understand the service and the options when I need a refill. They sent a contract that I was not sure if it is the best option. I contacted other suppliers and obtained more information. In the mean time Suburban came in and disconnected my tank without any authorization or communication one day before July 4th holiday week end! They left the tank in place but plugged the connection. I arrived in the evening to find no propane for cooking. Contacted suburban. Their answer was because I failed to sign the contract!. I explained to them that the tank has 20% that I have paid for in the act of me buying the house. they own the tank not my propane!

They said they will come out and reconnect for $200 fee and if I sign their 5 year contract. Basically put me under the gun to sign their contract and charge me $200 to use the propane I paid for.

Completely outrageuos and uncalled for a nd poor business practice to say the least.Desired Settlement: Suburban propane needs to compensate me for loss of service and excess to my propane.

20% of 47 gallons is roughly 10 gallons of propane aat Suburban's quoted price of $3.89/gallon that is rougly $40 plus $200 emergency service to have another company come and connect a new propane tank.

Business

Response:

The tank was plugged after trying to reach the customer for over a month both by phone and mail. A notification of shut off was sent notifying the customer of the shut off if no response was made by 6/27.

We will offer to credit the gas in the tank and not charge a restocking fee if the customers chooses not to sign a contract.

Consumer

Response:

I am rejecting this response because: I want to get paid for the unused gas in the tank and not just get a credit. I have no intention of doing business in the future with this company so a "credit" will be useless. They need to pay for the gas.

Business

Response:

The customer will be paid once the tank is picked up, we will weigh the tank and the propane will be assessed at the same price per gallon that was originally billed. Please contact the office to provide an address the refund should be sent to.

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. It is unfortunate that it took this long for the company to see the obvious.

Refund should be sent to the same address they are picking the tank from!

Review: My initial problem occurred when Suburban Propane delivered propane to my home w/o prior authorization. They made no attempt to contact me in advance. They filled the tank even though it was only 53.1 gallons from full capacity. I was charged $313.24 @$5.899/gallon. I drove 80 miles round-trip to their office in Athens, TN to complain. They reduced the price to $4.1299/gallon, which I promptly paid. I then received notice that my annual tank rent was increasing from $35 to $75, an increase of 214%. I made arrangements for another company to disconnect Suburban's tank & place it in front of my house for pickup. I called Suburban's customer service & terminated them. They picked up the tank, which contained 48.8 gallons of propane. I received a credit for the propane in the amount of $201.54 @$4.1299/gallon & was charged $134.07 for a "close out fee" & sales tax! Their local service office is less than 10 miles from my house & can be driven in 15 minutes. The tank was easily accessed for pickup. The amount charged is exorbitant at best & completely unethical at worst.

Product_Or_Service: Propane

Order_Number: N/A

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I respectfully request a more reasonable "close out fee" of $50 ($5/mile) & a refund of the balance.

Business

Response:

The manager has spoken to the customer and his issues have been 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 setup on auto fill program for my cabin in Trapper Creek AK. As this is a recreational cabin we are only there occasionally. I had expected propane delivery in January, but received a call in late February stating the driver could not deliver due to driveway not being plowed. Questioned customer service person due to the fact we have had no snow in months. Scheduled delivery for following Monday, and drove out to the cabin to plow. Discovered the driveway had a 6" berm...which I was able to drive over with my 2 wheel drive pickup...and did not plow due to NO SNOW. Removed berm and delivery was made following day as scheduled. When I received my bill I assumed it was a mistake. Surely if Suburban Propane had "delayed delivery" until the price had gone from $3.79 per gal to $8.19 per gallon, CUSTOMER SERVICE WOULD HAVE MENTIONED THE INCREASE. This is a recreational cabin, filled 3-4 times a year. I called the company as soon as I got the bill, and was assured the current rate was only $4 per gallon. As this seems to be an unusual price spike, it's only good business to let your customers know and give them an option. I did not need to take delivery at this time...and a $1367.60 bill was certainly unexpected. I accept some fluctuation, but this is truly unbelievable.Desired Settlement: I understand gas prices fluctuate. When prices spike customers should be notified. As I was not informed the price had more than doubled, I would expect the bill should be reduced. I could easily have delayed delivery had I known. Customer service had me on the phone 3 times discussing options...not once did they mention rates had spiked to historic levels.

FYI...I have discussed with customer service, and requested a manager call me back. 3 days later no call back.

Business

Response:

The CSC manager contacted the customer today to discuss and will stay in contact with the customer to ensure his complete satisfaction.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I have been contacted by the area manager for Suburban Propane. We discussed the complaint and was informed he will be discussing with management how best to resolve. Have not heard back.

Regards,

Business

Response:

The manager talked to the customer again and came to a mutually agreeable resolution.

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 . Found new Anchorage manager to be understanding and helpful in responding to my issue.

Regards,

Review: Suburban came and lockeded my tanks today with absolutely no warning ,no attempt to contact me via mail or phone. In speaking with the representative she said they tried to call. However I have Comcast voicemail that shows everyone that called, whether you missed the call or not and in looking at the list of calls Suburban was not on the list at all. Which shows they never even tried to contact me. To give a little background their gas regulator was leaking for an undetermined amount of time letting gas in the atmosphere instead of keeping it in the tank for our use. So in the middle of winter I had to make an agreement with "[redacted]" to get at 50 gallon credit not really knowing how much was lost. Also they swopped out my tanks because we ran out of gas on one of the coldest days of the year because their gauge didn't work. I have been trying to pay on my bill and had every intention of paying my bill I just payed 101 dollars on my bill ,so it shows I was trying to pay.Desired Settlement: I am seeking an apoplogy for lying and saying they called me when they did not call me or send any written warning whatsoever something I have proof of. They also should unlock my tanks and give me time to pay my bill I just got my unemployment and I could pay more on my bill I just was surprised that they didn't contact me at all before locking the tanks.

Business

Response:

The manager is going to contact the customer to work out a payment arrangement and unlock the tank.

Review: In July/August of 2011 I signed up for a contract to use Suburban Propane's auto refill program after receiving a flyer in the mail that offered a free signup in the "silver" program in exchange for signing up. Of particular interest to us as part of this program you received a free furnace cleaning once a year. As my husband and I had only recently purchased the home we decided liked that idea and decided to sign up for the program. We received the free cleaning in August of 2011 and used the autofill service where the company automatically delivered oil without us having to call. The next summer, 2012, I got a call to schedule my cleaning again since I was still enrolled in the autofill program and again, it was scheduled for August. I don'tt have proof of the price being free again but I have checked all my credit cards (the only way I pay Sub Prop) and there is no charge for the cleaning or the "silver" program at that time. The next charge was not until October of that year for over $600 which was out first delivery of oil for the winter. This summer, 2013, I again got the call to schedule my cleaning, got the furnace cleaned, and thought nothing of it. Until today, 8/22/2013, when I received a bill for $139.95 for the "silver package" a price I find out is only $10 more than the price of a furnace cleaning on its own. When I called the phone number to protest the charge the local office was closed and I was transferred to customer service.

I was given to a supervisor, [redacted], who simply stated she couldn't do anything and eventually put me on hold and hung up on me.

I called back and received the supervisor [redacted] who helped me get a local manager ([redacted]) who insisted that the free package had never been an offer. I told him I wanted the charge removed and if not I would report this to the Revdex.com and the head of the company. He simply repeated over and over, talking over me that he would check tomorrow, not that he would do anything. Then he hung up on me.Desired Settlement: I would like the charge removed from my account and something proving it was removed. If I have already paid it, because I don't want them to send it to collections or ding my credit score, I want a refund. I also want removed from the autofill program so that I don't have to deal with the company anymore.

Business

Response:

The free tune up (Silver PLan) program that the customer is referring to was for the first year - when it renewed the second year the customer was billed $139.95 on 8/14/12 and she did pay for it with check #[redacted] the amount $139.95. I have copy of check and called [redacted] this morning to again try and explain it to her. The contract again automatically billed 8/14/13 and was cleaned 7/22/13 under the contract. I told [redacted] if she did not want to keep the contract that I would remove it but since it was already cleaned she would need to pay for tune up $129.95. I offered to send her transaction history showing she was billed last year and a copy of her check. She declined.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I accepted being billed at the $129.95 rate as we will certainly never be using the company again and had no use of a service plan from them, and when my husband called to pay for it he was charged the full $139.95.

Also, the gentleman stated during our conversation that a free silver plan was NEVER an offer. This was during the conversation where he hung up on me.

Had we been presented our account information the first night rather than being hung up on by a manager and a customer service supervisor things could have been different. However, after this treatment and then being charged incorrectly and lied to about that, I do not accept the managers version of events.

Regards,

Business

Response:

We apologize for any misunderstanding and mis-communication , the promotion for the Silver Plan was only for one year.

Review: We purchased our new home in 2004. We were aware that Suburban Propane owned the tank on our property and we have a contract that told us after settlement, we could purchase the tank from Suburban Propane. After settlement, I called and inquired about the purchase price and was told (by [redacted] the cost to purchase the tank was $5,000. This was not what was listed in our cotnract. We have tried repeatedly for over 9 years to purchase the tank. Our main reason for purchasing the tank was the "higher than our competitor" per gallon prices that Suburban was charging their customers. In 2010, several homeowners in our neighborhood purchased their tanks from Suburban Propane - one of them on the same street and they settled 3-4 months after we did in 2004 - for LESS than what Suburban had wanted to charge us - our price , in 2010, was $3,000 vs. the neighbor's cost of $774.00 plus tax. We compared our original contract with our neighbor's contract and they are IDENTICAL. I have tried, again, and again over nine years to try to come to some sort of fair and reasonable settlement with Suburban. I was again, in 2013, quoted a purchase price of $696.79 plus tax - a more reasonable price, however, it still does not agree with the purchase price/depreciation that was offered to our neighbor or in our original contract. When I questioned the calculations, [redacted] was extrememly rude, told me that I was being dishonest and told me she was sending this to collections - which she did.

I spoke to [redacted] in the Suburban Corporate Collections office in June 2013 and she was going to call the division office and pull our records to see what has been going on for the past 9 years. To date (7-18-13) I have heard nothing from anyone at Suburban. Suburban has been intentionally trying to overcharge us for the purchase of the tank for nine years. Their customer service is abyssmal and horrific. Suburban overcharges and lies to homeowners consistently!!!!Desired Settlement: We wish to end our relationship with Suburban Propane. We feel that after the gross incompetence and blantant lies told to us by Suburban employees, we be released from our contract with Suburban at no cost to us, as compensation for what we have been put through for the past 9 years.

Business

Response:

The customer was charged and billed at the price of $696.76 plus tax

Review: I called the local suburban propane service provider on 7/15/14 to request a fill up of my propane tank. I was told that delivery would be on Friday of the same week, 7/18/14. I called again on Thursday 7/17/14 to confirm that I was on the schedule for delivery on 7/18/14 and I was assured by the customer service rep that I was indeed on the delivery schedule for the next day. The delivery was never made on Friday. This is the second time I have had this company promise me delivery of fuel and it never arrives. I called the service provider on friday evening and was told that if I now want a delivery on Monday I will have to pay an additional fee which is unacceptable to me! I shouldn't have to wait until the following week for delivery. If I run out of fuel then I would have to pay a fee for them to come out and bleed the system and reset it. For a company who's sole purpose is to provide a delivery service to customers they do not do a good job of meeting their commitments.Desired Settlement: I would like delivery of the fuel on Monday 7/21/14! And I do not want to pay additional fees for this delivery!

Business

Response:

The CSC manager has resolved the customers issues and is applying a good will credit to her account for her inconvenience.

Review: Company billed me at 4.06 per gallon when the price for the same customer conditions was quoted at $3.15 per gallon. The going price ranges from $2.95-3.00 per gallon at Acorn Gas and [redacted] LPG in the same area.This company is price gouging. I called their sales department the day after the delivery and was quoted a $2.99 initial fill price and an ongoing $3.15. Suburban bought out my supplier, [redacted] Propane, and instituted these devious business practices.

Product_Or_Service: Propane

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

Price the delivery at $3.15 per gallon.

Business

Response:

The CSC manager has tried to contact the customer to discuss the pricing issue. The manager indicated he believes there was mis- communication on our part and would like to discuss with the customer. Eric can be reached at the office at [redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The business has not returned my two phone callls. The person is "out on making deliveries".

Regards,

Business

Response:

The CSC manager spoke with the customer and agreed on a price, and the customer will call and verify pricing when ordering in the future.

Consumer

Response:

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

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

However, the business practices deceptive pricing.

Regards,

Review: I have an agreement with Suburban Propane given to me by them, dated August, 2011 for a period of three years. It will expire this August, 2014. It states that the "Minimum Monthly Purchase Requirement is eight dollars ($8.00). I am a COD-will call customer. In April I made a three hundred dollar payment ($300.00), and telephoned to set up a delivery date. I told them I wanted a three hundred dollar delivery made. I was told by their employee who answered that they will not make a delivery of less than one hundred (100) gallons of propane. I told them that no place in the agreement, I was given by them , is it stated. I was told the delivery would not be made. I told them to refund my payment, which they did. I have my statement to prove that I made the payment, and that it was returned to me. This company is adding a requirement of purchase , after my agreement dated August,2011. I can forward copies of my agreement and my statement if you need to see them. I would like to know if what they did is a violation of any business practice. I have filed complaints regarding this matter with the New York State Attorney General's Office and the Department of State, New York State Consumer Protection Department, along with all copies of the agreement and statements. I have advised Suburban Propane via Certified letter, that I will not be renewing my agreement with them in August, 2014. I will also be filing a complaint with the Ulster County Department of Consumer Affairs along with copies of the agreement.Desired Settlement: I do not wish any resolution with the company. As stated above, I notified them the agreement will not be renewed in August, and I will not be ordering any further product from them, EVER. Any and all requirement in a binding agreement should be CLEARLY stipulated in said agreement. If adding requirement after the agreement is signed is not considered an acceptable business practice , I would like the proper authorities notified.

Business

Response:

Called customer to return call, we will refund the credit on accountand remove the tanks with no re-stocking fee as well as credit customer for any propane remaining and waive the 3 year early termination fee and close account.

Review: In dispute with, Suburban Propane:In November of 2013, I contacted Suburban Propane to turn on the gas for our gas fireplace here at [redacted]s. The man that came to turn on the gas, could not get the fireplace to work properly. One week later, Suburban sent a repairman to work on the fireplace again, and could still not get it to work. So, the repairman turned the gas off. We never had working service, yet we have been receiving bills every since. Suburban continues to charge us for no service. I have called and email the manager of the Gainesville FL office, [redacted], many times to resolve this problem. I have been told every time that it will be taken care of, and the account would be closed. Yet, the following month I will receive another bill. I have taken this matter to my apartment complex manager, who then spoke to Mr. [redacted] on my behalf. Mr. [redacted] explained to her that he was doing me a favor by keeping the account active, that way when I wanted service in the future, I wouldnt have to pay all of the activation deposits. She then gave me Mr. [redacted]s cell phone number, in which I called right away and spoke to him again. I explained to him that I will be moving out of the complex and will not need their services in the future, and to please close the account and stop holding me an my credit hostage, that what he was doing is against the law and unethical. He said that when he arrived at the office, he would look at my account and call me back. He never called back. I tried calling him again, still no call back. Today, I just received another bill from Suburban Propane. I have never dealt with anything like this in my life. How can a company, with no contract, continue to bill someone monthly with no service provided.Desired Settlement: DesiredSettlementID: Other (requires explanation)

Close my account at a zero balance, and send me a document verifying that. I have good credit and want it to stay that way.

Business

Response:

The customer has been contacted and her issue has been resolved to her satisfaction

Review: I have a camp at [redacted] State Park, I cancelled my service as of the end of September 2013. I was told there would be a fifty dollar charge for the pick up and disconnect service. I waited until the first of November to call and ask where my refund was. I was informed that they may not pick up the tanks for several months and then I would get my refund. I have called customer service three times and requested to speak with a manager and no body has called me back. I have e-mailed the company two times and I am still being ignored. Why when the camp ground was still open for three more weeks could they not pick up the tanks and refund my money I agreed to the fifty dollar charge. I cancelled my service because they charged a safety and procedure charge on my bill. I r believe they broke my contract that calls for service Memorial Day, Fourth of July, and Labor Day, They did not fill my tanks on the fourth of july and then put the extra charge on my bill.

I would appreciate any help in this matter. Thank you.Desired Settlement: I just want the refund due to me I have two fifty pound tanks that were full that I paid for. I am a widow and was counting on the money for Christmas. Is it to much to ask to get my money back?

Business

Response:

The tank was picked up on Dec 3rd and a refund issued.

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,

Today is December 9, 2013 I have not received the check as of this time period.

I am so frustrated with this company that I decided I had to share my experience. I bought a house in largo FL in 2005 and it had gas piped in. My average gas bill was about $30-$40 per month. About 5 years later a 100 gallon tank showed up in my backyard, I thought that was strange, but I know nothing about the propane business, just that it heats my water. So the first big adjustment, they fill it half way BAM cost around $300. I'm like ouch gonna have to budget for when they fill, now that its not a monthly billing. This goes on for a while with no pattern making it impossible to budget for. I call them up and they put me on a plan to pay monthly... sweet...not so much. After about a year I look at what I'm paying to have hot water and its well over $100 a month after factoring in tank rental and employee training fees. I call them up and tell them that my gas bill has basically doubled since they installed the tank. They tell me that $100 a month is about average household usage, I try to explain that I just heat water, no other appliance uses gas. They just kept telling me my usage was normal. I adjust the water heater to just above its lowest setting, now I use less gas but my bill is still the just as high. This goes on for another 3 years. I finally had enough so I compare my bills to what propane costs on average. In Florida its around $3-$4 a gallon, up north where they use more its even cheaper. My last bill I paid $6.30 a gallon, now I see why my bill doubled, I check all my previous statements that I still had. I paid high $5 to low $6 a gallon for the last 4 years, you gotta be F-in kidding me. I called and told them to stop service and I would let them know when the tanks empty and they could come and get it. The 70% that was in it lasted me from January 2015 up until November 25,2015. At this point I don't even think they were actually filling it the previous summers even though I kept getting bills, but I can't prove it. I know those are summer months and less gas is used, but it just doesn't sit right with me. The previous summers it had to be "filled" so I don't know. So now its November 25, 2015 I run out, so I call them up and tell them to bring out 50 gallons (I am saving up to upgrade my electric box and install an electric water heater) they want to charge $5.89 a gallon, I talk them down to $4.99 and they put 50 gallons in. Today not two weeks later December 3, 2015 they put another 40+ gallons in at $5.75 a gallon. Call them up and tell them to come and pump out what they just put in. I'm not paying this price gouging company another dime, hands down the most shady company I have ever been stuck with. And on a side note, Their customer service reps seem to have their hand tied. They don't even try to keep you as a customer.

Review: I have a outstanding credit due to me and they refuse to deliver because of their policyDesired Settlement: for them to deliver what is owed

Business

Response:

The credit on the account is an Emergency Assistance Credit of $502.00. A Minimum Delivery of 150 gallonsis about $675.00 . We put in an order for 115 gallons and will advise customer going forward the minimum delivery is 150 gallons.

Review: On 5-1-13 I had a new tank put in.Suburban gave me a credit for 54 gals.Each tank empty only takes 97 gals.On 5-7-13 an alleged delivery was made for 260 gals.I have 3 tanks.The new tank they put in told me it had approx 22 gals in it and then they later changed it to 12.If one tank had 54 gals the other two tanks would have APPROX the same. The delivery man never left a receipt and I didnt even know he made a delivery, approx a month later I get a bill in the mail, I did an inspection of my tanks and they were not full and one tank was closed and gauge read 55 units, I called and spoke with [redacted] who insisted I had to have a delivery, she then spoke to the driver who said he remembers the delivery and not leaving a receipt but doesnt know why he didnt leave it and he also remembers the tank being closed and thought that the customer (me) closed it.. If tank was closed and it was filled up how come the gauge was only reading 55 units. [redacted] said she would look into it and get back to me. I then started getting late bills in the mail, called up again and [redacted] refused to speak to me and [redacted] from Suburban collections was on the other line. Then spoke to someone else and they sent a service man out. Service mans name was [redacted] he conducted his test looked into my usage for the last 5 years and agreed with me that I never received a delivery. He told me he spoke w/[redacted] and [redacted] and they would be in touch w/ me. By Mon 6-24-13 I never heard from anyone. Two weeks later I called them and was told they were working on it. Approx 8-14-13 kept getting late notices w/ a surcharge spoke with [redacted] a Service Mgr. and he wanted to send [redacted] out to do more tests, I agreed but was away and said [redacted] could go on my property and haven't received a call back from [redacted] and just received another late bill. Just tired of speaking to people and getting nowhere, tired of being treated rudely by a company I've been with since they took over Agway, always paid my bill in full.Desired Settlement: Never got a delivery, want to stop being billed for it and give me credit for the 54 gals. they took out towards my next bill. If they would like they can give me my credit and I will take my business elsewhere.

Business

Response:

The customer and the CSC manager came to an agreement and a 90 gallon adjustment has been made.

Review: We had submitted a check for payment, and due to a financial emergency, realized there was going to be a problem and called to make arrangements. [redacted] in the call center said they would not process check if we set up ACH payments, which we did for every Friday, with the first one due to debit on 5/31. Instead, Suburban Propane DID process the check AND debited our account the $248.25 payment on Wednesday 5/29. Because our budget is so tight, it is imperative that things are paid when scheduled not before, not to mention we had set up the ACH payments in lieu of the check. The two debits caused our account to overdraw and despite stopping payments on both with the bank, caused our mortgage check to bounce as well. We were charged $107 in fees from our bank as a result of this incident, not including the fees for mortgage bouncing. I was told by [redacted] to fax the bank statement showing the fees and we would be credited, which never happened. I also discovered that in addition to the bank fees, Suburban Propane charged us $20 per transaction as well. Inasmuch as this incident was the fault of Suburban Propane, we should not be responsible for the fees incurred by both our bank and our account totaling $147.00. I have spoken with various call center agents and always get told the same thing - submit your bank statement and we'll take care of it. I have copies of two letters and documentation that were faxed as requested, first one on June 27th and August 10th.Desired Settlement: I would like Suburban to credit the $147 in fees back to the account as I was told they would. I have already requested they pick up their equipment and terminate my contract, however I expect to be credited for the propane still in the tank.

Business

Response:

The customer's tank was picked up on Sept. 27th as requested. The account has an overdue balance of $251.08.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: It does not address the issue of the credit due because of their improperly debiting my account, nor does it take into account the credit for the propane still in the tank. However, I have just spoken with [redacted] out of the Denver office and he seems to be making an effort to correct the situation. Assuming he follows through as he has indicated I will consider the matter closed.

Regards,

Business

Response:

The customer is working directly with the CSC Manager and has indicated she is hopeful they can reach a resolution and will consider this matter closed.

Review: I am a 15 yr customer in good standing with Suburban Propane. Have been on budget plan for the entire time and never had more than my monthly payment requested. My budget payment was adjusted up and down to account for usage. For the first time this year they let my budget plan run out without notifying me and immediately filled my tank requesting immediate payment of the full amount. They then tacked on a silver plan for maintenance which I did not authorize by signature for this year. Their explanation was it automatically renews. I know this is not true because every other year I have signed for the renewal of this silver plan maintenance. My payments have always been on time and I have been a customer in good standing for many years. Even though I feel Suburban was wrong to let my budget plan run out I am paying double payments to try and get caught up. It is not my fault they neglected to adjust the usage for the proper monthly budget payment and it is not my fault they let the budget plan run out. Proper notification should have been made way before this happened.

Review: Budget plan was not adjusted properly resulting in high amount owed at end of year, tank was filled immediately after budget plan ran out without notification, silver plan was renewed without my authorization. Late charges were tacked on even though I've been making double payments to get caught up.Desired Settlement: Cancel all service with Suburban Propane as I have requested several times.

Cancel Silver Plan for maintenance as I did not authorize it.

Adjust bill for late charges as late charges are not my fault. Budget plan should have been adjusted to account for usage like every other year.

Business

Response:

During the customers mid year budget review in January, it was estimated that she would only take one more delivery before the end of her budget cycle ( July 19th). However, due to colder than normal temperatures in January, February and March, our automated delivery projections brought the customer up for an additional delivery on May 23- almost 2 mnths before her cycle was due to end. This additional delivery caused a "settle up"balance on her account to be paid prior to 8/19/13.Our CSR attempted to work with the customer offering to extend payment due for an additional month beyond when it was due. In regards to the customers concern about the Silver Plan, her Silver Plan has renewed automatically every August since 2009. We do not require a signed authorization every year. In an attempt to resolve this matter , we will credit the Silver Plan $205.15 and late charges $9.60.

Review: My local gas company I had been doing business with for years went out of business and were bought out by Suburban Propane. I had always prepaid for gas . My last tank I purchased was from local company prepaid 2/15/2013. I was in a bit of a jam when I went to get more gas and doors were closed. I had to make other heating arrangements. Last fall the tank was picked up by Suburban Propane and soon after I received a bill for $135.00 close out fee.I have trouble with that since they didn't supply fuel and only picked up a tank they acquired from my local gas company. Since the $135.00 has doubled an apparent billing error. This seems like robbery and I can't understand why/how I should be billed at all. I never had any contract or agreement with those folks.They went out of business in our area then tried to rob us.Desired Settlement: DesiredSettlementID: Other (requires explanation)

bill waived. I shouldn't owe

Business

Response:

The customers location was relocated to a different suburb of Raleigh in sept of 2013.The $135.00 is the standard tank removal fee since the acquisition of Inergy at which time customers were notified of standard fees.