Suburban Propane

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.

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.

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.

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.

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.

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.

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!

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.

$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

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.

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.

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

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.

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.

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

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 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.

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

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!