Suburban Propane

If a negative rating could apply to a company, Suburban Propane would earn it. We moved into our house in November 2019. Soon after, we scheduled an installation with Suburban Propane so we could use our fireplace in the winter. They rescheduled the first appointment, which had been set for 3 January 2020, due to one technician being out sick and the other being overbook. The installation was pushed back to the 17th of January. When the service employee showed up, he leaked some sort of vehicle fluid on my driveway - and yes, he knew it was leaking. He placed a metal stop sign under the vehicle to catch the liquid. Now I have fluid stains on my brand new driveway. I reported it to the company. Then the technician could not get the system to work. Only the pilot light turned on. He advised that we replace the logs and call him back for the install. It took less than a week to get the logs replaced. Then we placed three calls to this technician. After the third, he notified us that we had to call the company. They scheduled the next installation attempt for a whopping three weeks later, on 19 February 2020. Then they called today to reschedule due to a family emergency for the technician. I understand emergencies happen, but they only have one technician?
Now I'm looking at no use of the fireplace until next winter, when I get charged a $65.00 service fee just to have the tank (plus a $5 purchase minimum and any other applicable fees and taxes). I asked to cancel. Even though installation was not completed, that would be a $200 early termination fee, plus a $95 pick up fee, plus $1.25 per gallon pump out fee ($102.50 since I haven't used any of it), plus an extra $70.29 in labor for the extra hour their tech spent trying to troubleshoot the system. And that is on top of the $365 I have already paid for the useless tank they dropped in my yard.
I guarantee once my three year term is up, I'm getting rid of this "service" and finding a reliable company. I highly recommend you do too.

OMG! They have been my propane service for 10 years and they let me run out again! It has happened so many times I can't believe it! It's their job! You'd think they'd want to stop by and check so they can sell me more propane. I thought we finally got straightened out. They had me on a schedule to fill it up every 2 months. You'd think with their history of letting us run out that they would be careful and make sure....NOPE! Guess what happened after 2 and a half months?....WE RAN OUT OF PROPANE! They let it go to long, AGAIN! They didn't bother to stick to the schedule that we needed and we ran out again! UNBELIEVABLE!

If I could give them zero, I would. I recently bought a house and called suburban for gas service. They told me that I cannot open an account because the previous owner owes money. I told them that had nothing to do with me and wanted to open an account in my name. They said, no...get someone else to fill your tank. So I called another company for service. Suburban then showed up a week later to get their tank., Drug it through my neighbors yard with 30 percent full of gas. And gouged my neighbors yard. These people are terrible. Don't get gas from them. Wish I could post the pictures here.

I had an "automatic delivery" that was not needed or requested. They put 2.3 gallons of propane in my tank and charged me $66.16. When I called to ask if we could just schedule deliveries as needed I was told that was not possible. $30.00 a gallon for propane. Profane is a much better description. I will be switching.
Jay M.
M*** City NC

1-29-20. I just received a half fill of 50 gallons to my tank and was told my price of be to 2.99 per gallon when I got home and the and the invoice was on the door it was at 6.99 per gallon! That is just incredible how there is a miscommunication between customer service in their technicians. Also I was told somebody needed to be home and my wife was home all day because she works out of the house and there was no ring on my ring doorbell camera. Just keeps getting worse. Had issues last year as well and I've only been with them 2 yrs!! If this is not fixed by the end of the day I will be canceling service and reviewing this company on multiple platforms. I hate that it has to be this way but this has been twice in 2 years that I've been screwed over by the same branch.

I despise suburban! I had waited 2 months to get on their schedule to deliver a tank and put in a line to my generator and my gas logs. Had someone come out FIRST to measure and look at the area. The rudest guys ever come out and look shocked! They said number 1 it isn't on their work order to do a line. Second, they didn't have all the materials to do a line. 3rd, they said there was not way they were going to be able to/try to get around the landscaping, and patio. They also said it was going to be 89.95 per hour per person. Not what the girls in the office told me. Needless to say, I sent them on their way and tried to think of other options. There was no way I was going to pay thousands of dollars for them to put in a line that isn't that expensive in the first place. Suburban was trying to charge me $90 for every thirty feet of line. It is like a 1/4th of that price at lowes. They are rip off artists and shouldn't be trusted. But, I was in a bind. I went and got one of these Mr. Heater wall heaters, had it installed and suburban came and put in the tank the same day. Good, great right? Well, the heater smelled, even after 24 hours. I told them and they said they HAD to come out and if they didn't find a leak, I would be charged 45.00 for coming out. I told them to forget it but they said by law they had to. I called the manager and told him I had better not be charged for that cause I said not to come. A tech (a very obnoxious and rude tech) came and found no leak. Anyway, everytime this heater is turned on, I get sick. Headache, sore throat, burning eyes, stopped up nose. I feel very flu like! Turn it off, all my symptoms go away. The techs were so rude and disrespectful towards me, told me I wasn't smelling anything just because they couldn't smell it. They are around it all the time. THey are nose blind to it. Well, anyway, I want out of this mess so bad. I just want them to come get their freaking tank and I will never ever use suburban again! I even read the bad reviews but figured after the mess and hell they put me thru by not hooking up my stuff originally last week, that they would bend over backwards to keep me as a customer. I did get a good deal on the propane cost but not after explained myself to death. Now, I see something on the agreement that it is a 3 year contract. I wasn't told anything about that initially and they don't let you have time to read it beforehand. And, I saw something about a $150 early termination fee. I cannot help it if I am allergic to the propane! It isn't my fault! Don't ever go with Suburban! You won't be happy!

I just received a bill from Suburban and I am "floored" $7.20/gallon [they filled 46.7 gallons]. Time to again start looking elsewhere.....they suck you in with a good gallon price & suddenly they stick it to you. Same thing happen with Northside Prophane in Lutz. I see in these reviews there are rates in the $2-$3.00 ranges??

Terrible company. They delivered 0 gallons to my tank and sent me a bill for $13.50. When I called them about it they acted as though I am still supposed to pay for the NOTHING they did and for 0 product. I told them to pick up my tank and they didn't care about that either.

Hillsboro branch has rude customer service! Horrible..she cut me off before I was even done talking. After this season, I'll definitely be finding a different vendor. It's bad when your local community action says they are rude as well.

Had an informative conversation with Darren who quickly responded to an inquiry about a topic. He was thorough and able to clarify my concerns. I so appreciate knowing I am able to receive immediate feedback about my account. Outstanding customer service... thank you!

We have been customers for 15 yrs and should have listened to others yrs ago. At a current rate of $4.19/gallon, plus a delivery fee, I am disgusted. Shopped around and got a rate of $2.09/gallon. Suburban will lose a loyal customer as this is price gouging. They don’t care about long term customers, so in the end Suburban will lose our business. How can they get away with this? We are done!

For the past 2 years I have had issues with Suburban propane filling my tank without my permission...I see this as predatory sales and 'service'. I have also left a note on my account to make sure they knock on my door so 1.) I know they are here and 2.) I can secure my dogs. I had @$600 put in my tank just before Christmas. I SPECIFICALLY told 'customer service' for them to NOT come back to fill my tank until I called them. Today---3 weeks later, I had a route driver basically sneak into my back yard, and fill my tank to the brim. to the tune of $903.87. NO knock on the door. NO allowance of time to get my dogs in. I went outside to tell the guy to STOP and he said, 'You'll have to call the office. I have to do what they tell me or I will lose my job.'----WHAT? The new bill is due in a WEEK. (I tried to get on the 'budget plan' in July,but needed $160 up front to even get the plan...since I couldn't do that, I was assured by 'customer service' that 'notes' were put on my account regarding a 'will call' status/Dogs on property. I thought I'd covered my bases.) Also the price per gallon today? $4.30...outrageous. I immediately called customer service here locally. The one GOOD thing I can say is that the woman I spoke with was VERY helpful, and is currently helping me remedy this mess...Luckily today, when the route driver snuck into my yard, my dogs were INSIDE. (If I'd had to chase my beagle and lab mix through the neighborhood and woods for the next 12 hours? I'd be more irate.) DO NOT USE SUBURBAN PROPANE.

While Suburban Propane is a bit expensive, I value their one-on-one costumer service. The people are kind and speak directly to you. They don't pass you around to other departments very often. I love it whenever I get to speak to people and not to machines or menus. I hope that the prices for the budget plan can become cheaper: ours is currently relatively high. However, I know that as I work through any issues, it will be handled to the best of the employees' ability.

I'm a customer in Morris County, NJ. After not receiving our $85 payment (which was the total amount outstanding on the account), they showed up this morning and turned off the gas at the tank. And are now charging $120 to reconnect the gas! No phone call, no knock on the door, no door-hanger telling us that the gas is being (or was) turned off. Seems kind of reckless in pipe-freezing weather. Somewhere between stupid and abusive.

In March of 2019 we terminated our delivery service due to poor customer service. After a phone call we were told that our empty tanks would be removed from our property which had been disconnected and were ready for pickup in March of 2019. The tanks were still not picked up so another follow up phone call was made July 2019 and were told at that time the tanks would be removed early Fall. Wintergreen Resort called Suburban In October to request that the tanks be removed and were told that the tanks would be removed in November 2019. The tanks are still on the side of our yard and it is December 29th.
This situation needs to be addressed immediately. Who can I contact who has the authority to address this situation as soon as possible?

I was hoping things were going to change this year but they didn't hear they go price gouging again. I got a bill today I am paying 3.13 a gallon I have a lot of friends who also have suburban and they are paying 2.38 or less. Litteraly every other company is much cheaper a gallon. This needs to be turned into the attorney general. How can a neighbor with the same exact company pay .75 cents a gallon less?

Luis O of the Suburban Propane (Margate, Florida) provides exceptional service. He installed a new tank and a new liquid propane range and did so in a professional and prompt manner. If I ever need propane services he otherwise one I will trust!!! A+

NYS average a week ago was $2.85 a gallon. I’ve had propane from different providers and in my new home we had suburban tanks.m so I figured we would give it a try. I used 135 gallons of propane to heat a 2200 sq ft home for the month of November (not even the cold months of the year) and suburban is charging $3.90 a gallon??!? It’s cheaper to get 10lb tanks from the hardware store!!! Wouldn’t there be something on the news if propane had a price jump like that? Customer service is pleasant but seems accustomed to accusations of gouging. Please don’t support this business. Replacing my tanks as soon as possible.

Just spoke to *** in the local office for 18436, she was a 5 Star gem! Professional, pleasant & knowledgeable! She decreased my rate per gallon to match a competitors pricing for 12 months without a min. or max. All utilities companies should be this laser focused on customer service! Kudos to Samantha & Suburban for placing the consumer first! Thanks!

We inherited an account with Suburban when we bought our house. When it came time to refill the tank were shocked at how how much the bill was. Why? They told us we were not using enough propane so they jack the price up almost double the going rate -- even though our tank is very accessible and located close to them so they don't have any extra trouble to fill it once a year.
Finally when it came time to fill the tank again we decided we didn't like being gouged so we bought our own tank and had it installed by another company (Americgas) who were happy to have our business and instead of charging us extra for low usage gave us a big discount because we own our own tank.
When we told Suburban to close our account and come get their tank, they refused to reimburse us any of the tank rental which we had just paid two months previously.
Stay away from Suburban Propane. Bad business practices!