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Suburban Propane

240 Route 10 W, Whippany, New Jersey, United States, 07981-2105

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Reviews Propane, Fuel Oil, Propane Supplies Suburban Propane

Suburban Propane Reviews (%countItem)

I have a summer only home in upstate New York and have been with this company for many years. My late husband and I spent most of our summers there and Suburban was a NICE company to deal with. Since his passing 15 years ago, I haven't spent as much time there, thus the usage of propane has lessened quite a bit. I received a letter dated 7/21 stating they were going to start charging me a minimum monthly purchase requirement of $60.00, plus rental on their tank of $77.00 (added in recent years). I talked to a very cordial person at their office and was informed I had until 8/21 to decide if I was going to stay with them or not. On 8/1 I received a bill, dated 7/24 for the Minimum monthly requirement. I had already decided to go with another company who doesn't charge a MMR or any rental for the tank. When I advised the Suburban of this, I was informed there would be $1.00 gallon restocking fee-what a "RIP OFF!" They have just lost one loyal customer.

Suburban Propane Response • Aug 18, 2020

Our local store manager spoke with *** and as a courtesy to a loyal customer, we agreed to waive the restocking fee for this account termination.

Not a very honest company...had suburban propane tank removed from my property. They know exactly when your tank was filled and how much you purchased but yet they act like they dont just to gain tank rent. If you buy their propane you BETTER keep track of your paper work because they will take and keep whatever you pay them whether you owe it or not. Had them for years and not once did they perform a safety check. They bought out a family business in my area that I started with and now act like they are family oriented. Also over priced. They are a company that cannot be trusted.

Suburban Propane Response • Jul 31, 2020

This customer uses approximately 175 gal per year and we contacted her in March to offer a discounted price to take a delivery and avoid the higher tank rent. *** did place and order at that time but later called back to cancel the order and was offered another 10 cents off, but she still was not happy and asked us to pick up the tank. At some point the rent charge was credited back as a courtesy and she did not have to pay it. We always try to work with our low volume user customers so they do get a delivery once a year, that is why she was called in March. We wish *** well with her new provider.

We use a very large (smallest they had) tank only for cooking. Last year they autofilled my tank which resulted in a 12-13 gallon "fill up" and a $95.00 bill. I called then and asked why I am forced to pay when I didn't ask for a fill up. They told me it was "autofill" and it was the regular charge, which after speaking to a manager was resolved, and I paid only fo rthe product they put into the tank. I was SPECIFIC telling them DO NOT auto fill me tank anymore. They agreed. This year They called and said they wanted to come for the annual fill up. I told them the tank was 70% filled, I only use it for cooking, and requested last year NOT to fill up until I asked. They ignored me. I came home to find a bill for $95.00 for 13.9 gallons of propane. This works out to almost $7.00 a gallon. It will be another discussion, this time with upper management.
Deceptive, ignore customer requests, and proce gouging based on how to line their pockets more efficiently. And, as mentioned by others, this is on top of a $77.00 "rental" charge also received this month. I am currently looking for alternatives to this company, and once away will NEVER EVER use Suburban Propane for any reason. BTW Suburban - you evidently look at these reviews because I see replies. How about you realize low-volume users are feeling screwed by your practices? Maybe put the customer first? I feel like I am a victim of contractual extortion, especially because your brocures state "no hidden fees". Maybe not - but $7.00 a gallon for propane I specifically said to your representative DO NOT DELIVER is a is a hidden fee.

Suburban Propane Response • Jul 02, 2020

We spoke with *** and although he fully agreed with the business aspect of needing to inspect our equipment once/year, and also charging a tank rental, his issue was why he needed to be forced into taking a delivery every year. Mr. has a 48 gallon tank, but wanted to go with a smaller tank when the account was set up 2 years ago. We offered a solution to remove the full 48 gallon tank and install the smaller 100# cylinder. That way, we will continue to deliver to him once/year and also charge the tank rental. *** is happy with the resolution.

Horrible company they over charge for propane and have hidden fees and charges for everything I called yesterday to have there tank taken off my property the tank is full because we stopped using propane to heat with they told me they charge $100 to pick the tank up and will charge $1 a gallon to remove the propane from the tank my tank has 400 gallons in it so they said it will cost me $500 to remove there tank from my property I would recommend you do your homework before choosing subarban there are other propane company’s that treat there customers better

Have been a customer for 24 years. Today contract comes for upcoming season. Increased by .70 cents from last year ! With prices decreasing in everything else, not sure how Suburban justifies this increase. This is price gouging.
We will be leaving and changing companies.
Suburban learn to value good customers.

Suburban Propane Response • Jun 17, 2020

Our local customer service center reached out to Ms. N and agreed to set the account at the pre-buy price at $1.99 for 800 gallons. It may be the beginning of next week before the change will take affect. Thank you for being a loyal Suburban Customer!

Extremely disappointed. Suburban took over/bought out *** in New Braunfels late last year. Id been with *** for years: Locally owned, great service, super monitoring app, with deliveries made and payments drafted automatically with no problems. An 11/4/19 email said that a “rebranded” app would be available and info to login would be provide. It wasn’t. Suburban app is “not available in your service area” so I No longer have any idea what’s in the tank. Cancelled them today.

Suburban Propane Response • Jun 11, 2020

Our local store manager has called and emailed Ms. D to discuss this matter with her personally. Ms. D has not responded to our attempts. However, when she spoke with our NJ headquarters office she said she wanted to speak with someone from Texas and use our app. Our local stores are local to her geographically and people from Texas are employed there. The only time a customer may not reach a local employee is if they call after-hours and reach our 24 hour contact center. We would be happy to discuss this further if Ms. D would like to return our calls or email. Thank you

I requested to be taken off the automatic fill up due to money shortage from covid19 and pay cut
I still had almost 50 percent propane .I came home and found a bill on my door for almost $400 dollars. Warm weather is right around the corner. I have been a customer for over 20 years and will make a change. Especially since suburban is a dollar and more a gallon over competitor pricing.

Suburban Propane Response • May 19, 2020

We have reviewed this customers' account and Ms. called on 01/07/2020 requesting to be placed on Will Call. It was explained to her that she would need to sign and return a will-call letter since she had been on Auto delivery for many years and needed to understand the process. he Will Call letter was mailed and the account was placed on a 30-day Delivery Stop to allow plenty of time for the signed letter to be returned. On 03/02/2020 the account automatically dropped off Delivery Stop when a delivery (requested by the customer) was posted to the account. Unfortunately, since the letter was not received back at the local office and 30 days had passed, the account was not switched to Will Call. On 05/01/2020 a Delivery Ticket was created as the forecasting called for a delivery (and the account was not on Will Call).
An email request for Will Call was received in the local office on 05/07/2020. Another Will Call letter was prepared and sent; and this letter was returned, signed, on 05/18/2020 and the account was changed to Will Call the same day. There are no notes on the account about an inability to pay due to a COVID-19 related issues and the last payment issue was in December 2019. We apologize for any inconvenience this may have caused Ms..

Worst company I have ever had to deal with! I would have given them negative stars. I have been with them for 15 years and pay monthly $225 and have NEVER missed, but they turned me into collections because they wanted their entire balance paid by March. Threaten to lock my tank. I scraped up an entire payment and made them happy. Well, I requested fuel over a week ago and NO TRUCK! I am out of fuel and freezing my butt off. I am switching to *** Propane and will be happy to do so. Hope this horrible company goes bankrupt because they deserve nothing more than that!

Suburban Propane Response • Apr 29, 2020

The customer was paying a set amount that started back in May 2019 and went through September in an attempt to pay off a outstanding balance. Mr. received another delivery in January and did keep paying a monthly amount by choice which allowed him to build a credit to date. Mr. called to order a delivery on 4/16, which was scheduled to delivery on 4/22. Will call customers should allow up to 10 days to secure their delivery as these deliveries are made on their area's route day. If a customer wants an immediate delivery, an emergency delivery fee would apply. Mr. called to cancel his delivery on 4/22. Mr. was NEVER sent to collections and we are not sure why he is making that statement. We have no record of his account being with our credit and collections department. We also never threatened to lock his tank. Mr. maintained a credit balance and canceled his last delivery by choice. We reviewed the phone call and Mr. simply asked us to cancel the delivery if it was not yet too late. There was no further conversation about his account during that call. We have reached out to Mr. to speak with him personally but have not heard back from him. Should he need anything further we would be happy to assist him.

I had a lock in price that ran July to July. I called to have a fill and they said there wasn't any proof of lock in price. I had them look at previous charges from prior deliveries which reflected lock in. They denied and tried to charge 3.89 instead of my 1.99. I can not believe they are gouging during a pandemic. I am now with another company.

Suburban Propane Response • Apr 29, 2020

This customer is a COD “Will Call” customer that orders gas 100 or 200 gallons at a time we have no record or documentation of her being on any type of Lock-in plan other than when she first became a customer in December of 2017. Ms*** was priced appropriately based on her volume purchased. We do not know where she is getting the $3.499 price per gallon as we have confirmed she never received that rate. The highest rate she was ever charged was just over $3.00 back in 2018 during the heating season (December). All other rates were below $3.00. We wish Ms. well with her new propane service provider.

$4.14 a gallon for propane! Price gouging is their motto!!! They say it is because I only use about 300 gallons per year. If I use less gas in my motor vehicle, do I have to pay more per gallon at the pump? I have been with suburban for 25 plus years. In the last five years they have really gone south. Although their representatives at the Rutland, Vermont office are very nice, its always, I need to talk to my Manager. We then never hear from anyone about a price adjustment we are trying to seek. Now 64.8 gallons cost me $268.27. Now I could understand if we live in the middle of no where and the truck driver has to travel way out of his way to get to us, but this is not the case. I see the truck on our road about once a week. Never ever been late with a payment. Today my wife gave it one last shot for a price adjustment and could not get it done. I just went into my account and payed it, including my first ever late payment on any bill I have ever had, that was added yesterday. Now my concern is, will it effect my outstanding credit score? I think our patience have been extraordinary. I do not like to change vendors, because I have a tendency to be very loyal. Now it time to reconsider and think about a new company. Thank you

Suburban Propane Response • Apr 22, 2020

Our local customer service center manager spoke with Mr. and explained that his price is in line with his annual consumption. Mr. was under the assumption that we were not permitted to charge for propane based on usage, but we helped him understand that this is not the case. We appreciate Mr.’s business and wish to continue to have him as a Suburban customer. Mr. discussed having Suburban also supply his Fuel Oil this summer in an effort to obtain a better propane price. We will be talking again with Mr. in June when next year’s pre-buy information becomes available. We are happy we had this opportunity to resolve this matter with our customer.

Horrible business. They bait you with an introductory rate, then higher than market prices. Time after time of scheduling appointments for fill up and no one showed. Ran out of propane each time thinking that they had shown up for the scheduled appointment and filled the tanks!!!! Had to deal with a freezing house til they got someone out. This happened on three occasions. Finally, my husband and I were sick of it and tried to cancelled. A gentlemen came out and refused to pick up the tanks because we were "still in contract". I called customer service to discuss this and got no where! We stayed in our contract because there was no one to talk to to resolve this matter.
Got a bill for the tank rental fee and paid it. (As we have never paid their bill late) and almost 6 months later we get a bill for an early termination fee of $300.00???? They had arbitrarily came onto our property and picked up the tanks even though we paid the tank rental fees through July 2020.
Have since made numerous phone calls to Suburban and without any resolution, can not even get a supervisor on the phone! Just being told we owe the fee.
They breached the contract!, we paid our rental fee.
Do not use this company. They are the worst and completely unethical in their business practices.

Suburban Propane Response • Apr 23, 2020

Our local manager researched this account and we apologize for any inconvenience this has caused Ms. The customer did have a competitor come out and connect their tank and disconnect ours, but did not contact us. From what the customer stated they thought because the they paid the tank rental after the attempted pick up they needed to hold onto the tank until the contract expired. We agreed to only charge for the Termination Fee. We wish Ms. well with her new propane service provider.

Our experience with this company has been horrible. They give a competitive quote (slightly less than other companies) that is valid for one year to have customers sign up, and double the price right away after one year is over. The price per gallon when I signed up was $1.89, and next year it was $3.69! They argue this is due to services they provide, having service 24/7 etc. however other companies with similar services charge half the price per gallon (I'm paying $1.7 per gallon after switching to another company).
I've had to pay another $245 just to cancel my service, as they have closeout fees; even though it took them 6 weeks + to come out and pick them up.
They don't have an accurate tracking system to come out and fill the tanks when they are below a certain level. We switched to auto-delivery, and we've run out of propane numerous times. until after we told them to fill them every 3 weeks instead of relying on their estimates.

Suburban Propane Response • Apr 07, 2020

Our local manager reached out to Ms. and they discussed her concerns. We apologize for any inconvenience we have caused and we hope Ms. will reach out to you us in the future should she have any issues with her current supplier. We would be happy to assist.

I would never do business again with anyone connected to this company. office personnel rude and ignorant to myself. an unsatisfactory call back from a manager that only cares about the company and not the customer. outrageous pricing after being a loyal customer for over 8 years. a driver that don't seem to be able to read delivery instructions. I have found new service that didn't require a contract and will be more concerned with my needs than with what they can get away with in overinflated cost like suburban

Suburban Propane Response • Mar 18, 2020

Our local manager spoke with Mr. He had two accounts with us, one for his primary home and one for his cabin. Both were for a 200# cooking tank. He used less than 40 gallons per year on both accounts combined. Mr. requested our driver make the delivery to his primary residence and not enter his driveway. It was our newest driver and he said he did not see the note that was on the tablet for those delivery instructions. Our driver offered to move off the driveway, but Mr. said not to bother. We did speak to the driver about not seeing the instructions and he reported that to park on the street and pull the hose to this tank was unsafe because the road is narrow, no yellow dividing lines and no shoulders as well as it was not a straightaway. We explained our commitment to being safe in the community and protecting our employee and explained why our drivers back into driveways to make deliveries. We did apologize to Mr. several times. We've listened to his calls with our staff and at no time was anyone in this office rude to him. Mr. wanted all fees waived for the pick ups and the restock fees. We explained the fees are standard and would apply. We applied the fees and Mr. has a balance that needs to be paid. We wish him well with his new propane service provider.

No surprise that they are not accredited. Their propane is always at least $1 over market value, before taxes, and they add more fees every delivery. Even in the middle of the summer when you "pre buy", they gouge you with some excuse for supply and demand. I didn't pay this much when there was a shortage. I could have purchased my own tank with the additional costs of my last two fill ups. I'll be severing my ties with this company after this tank. A good company would take their customers into consideration. I haven't seen many reviews over one star, not sure how they stay in business.

Suburban Propane Response • Mar 12, 2020

Our local manager reached out to Mr. and left a message on her voicemail to call us. We would like to speak to Mr. to discuss his issues. We encourage Mr. to call the manager's cell phone number at any time should he wish to discuss this further. We are happy to assist.

I recently discovered that Suburban Propane charges PER USAGE, not per market value for propane. I called to inquire why my price kept going up (now 4.49 a gallon!) and the lady I spoke to on the phone indicated that the more you use, the more you get charged and that there is no cap to it. This is completely outrageous. There are already excessive fees and additional charges added on to your statement, but to basically drive away your customer for using your service by upping the price the more they use does not make sense to me. I contacted another local company and they indicated that they charge per market value and that all of their customers pay the same- right now around 2.09 a gallon. They also do not charge any additional fees such as delivery, employee training, etc. My neighbor has had this competitive company and he has indicated that the 5 years he has had them it has only gone up 10 cents, so I am switching over as soon as my gas runs out.
This company is price gouging and ripping people off.

Suburban Propane Response • Mar 11, 2020

Our pricing is based on volume and Ms. is in the proper price code. It is not accurate to say that we charge more when you use more, since the higher the volume purchased, the price is less. We have reached out to Ms. to discuss this with her further but we have not received a call back. We would be happy to discuss our pricing and fees and explain how other companies are charging similar fees, but may be calling them various names.

Customer Response • Mar 11, 2020

The reply I received back where Suburban indicates they reached out to me to discuss this further- I did not receive a call regarding this post. The only call I had was the one I made to Suburban inquiring why my statements were so high that began this. I don't wish to receive a call either now seeing how Suburban feels I was not overcharged.
Also, the comment regarding "pricing is based on volume", as a consumer, that means the same to us as how much you use, just worded differently. To say the higher volume purchased the price is less does not reflect anything when ive had a steady amount put in my tank at each fillup (when my tank is around 30% empty).
Other companies are not charging similar fees, as stated, and this is has been verified by a neighbor who has a different company.

I was a overpaying customer for more than 3 years, I called about the differences, between them and another company, they answered boldface thats that, so I asked them to remove the gas tank on my property, THEY RETALIATED, buy charging OVER $150 for cancellation of a contract I never had, I went with the cheaper company and their services are clearly better Let me also note, my biggest reason for leaving them was their other retaliation to bring oil a 175 emergency fee and They're 3 blocks from my house and we're supposed to fill with the new tank at install but Again waited to the last minute, keep in mind their are other choices

Suburban Propane Response • Mar 05, 2020

Mr. signed agreement which states he would be charged a early termination fee of $150.00 if he terminated the contract before 3 years. We charged Mr. only the credit balance on his account of $136.72 as the early termination fee bringing his account to zero balance. At Mr. request we placed him on “will call” status for his oil deliveries and explained at the time additional delivery fees may apply. Mr. did not take the delivery with the fee so no charge for off route delivery fee of $175.00 was ever applied to his account. Mr. was charged appropriately based on his volume usage of under 100 gallons per year. We wish Mr. well with his new propane service provider.

DO NOT purchase propane from this supplier. They quoted me $2.79 per gallon for the first year but after that it would be market value. When I asked what market value is today they said. $5.59. Right now competitor quoting market value as $2.49. What price gouging! There should be a law!

Suburban Propane Response • Mar 03, 2020

Ms. is not a Suburban Propane customer. Most competitors will quote a special rate to get the business so you should always be sure to compare an apple to an apple going forward and also consider the services the company offers, like Suburban being open 24/7/365 and offering Budget Payment Plans, or Pre-Buys Programs. We would be happy to further discuss new service with Ms. should she wish to call her local store.

Suburban Propane has the worst customer service. We moved from a property on *** in ***, OH in April 2018 where we had rented a tank from them. In Dec of 2018, I recieved a bill from them requesting payment for tank rental for 2019. I called a customer rep to report that we had moved from the address and apologized for not letting them know that. I even provided the name and phone number for the new owner of the *** property. She thanked me and said to disregard the bill. Then I recieved a second bill, so again called and this rep had no knowledge of the result of the previous phone call, so I went over all of it again. She apologized and said now it was resolved. So in Dec f 2019, guess what I received a bill for tank rental for the *** property. I ignored it, but they followed up with a second bill plus two letters threatening to discontinue deliveries to *** Being very frustrated, I wrote a letter and enclosed copies of their correspondence letters. I sent one to the Whppany, NJ office and one to their corporate headquarters. Next a manager, named Stormy from the local office called me. Stormy sounds like a stripper name, not a professional name. I told her, all I want from your company s a letter of apology explaining your mistakes and stating that I am not a customer so that when Dec of 2020 rolls around and they try to get me to pay again for someone else's service, I can mail them a copy of that letter. All I got in the mail was a new bill saying I owe zero amount of money. It has crossed my mind that the company is being fraudulent and trying to collect money from the current owner as well as from me. Either that or they are just plain incompetent jerks! Hopefully I do not EVER have to deal with them again. No wonder the are not accredited by the Revdex.com.

Suburban Propane Response • Mar 11, 2020

Mrs*** account was recently terminated and transferred to the new home owner. Until just a couple weeks ago, we had no contact with the new owner of the property until a site visit was completed. There is a zero balance on Mrs. *** account. Glad to have resolved this for

Customer Response • Mar 30, 2020

While I'm glad Suburban Propane responded to the Revdex.com, their poor customer service still remains in tact. I specifically requested that they send me something (for my files) in writing stating that my account was closed so that when they continue to send me Bill's for the someone else's account, I can mail them a copy of that letter. They seem to ignore any customer requests. I have felt with many companies throughout my adult life over the past 50 years with great success and satisfaction, so I'm not a lady who is disagreeable, but this company has been totally annoying and I'm thinking perhaps fraudulent in their collect money scheme. Personally I feel their tactics should be investigated.

Awful. High prices and poor service. Billing MISTAKES I called about have beem ignored repeatedly. HOW DO THEY STAY IN BUSINESS????

Suburban Propane Response • Feb 26, 2020

Mr. spoke with our local store and we offered to pump out the 41 gallons, or we would sell him the gallons at a discounted rate. Mr. called back and accepted to keep the 41 gallons at the discounted rate. Customer was satisfied with this resolution.

I canceled my account yesterday with suburban for the fact of price per gallon. Almost 3 times the amount I'm getting it for now. And when I called to have the tanks picked up they inform me there is a 85 dollar fee to pick up there tanks and I was already past my 2 contract end date. I hope everyone checks them out very very well before actually getting involved with them because they will RIP YOU OFF!

Suburban Propane Response • Mar 05, 2020

Our local manager spoke with Mr. this morning. As a courtesy to a loyal Suburban customer, we credited the $85 pick-up fee. He was appreciative.

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Description: GAS-PROPANE

Address: 240 Route 10 W, Whippany, New Jersey, United States, 07981-2105

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