Suburban Propane

Suburban Propane of Myrtle Beach picked up my (52 (58?) gallon that was 72% full) tank on February 28th. Prior to deciding to have it removed, I called Suburban to see when my tank was last topped off and was told 15 gallons were delivered on September of 2016. I then inquired about how the rate per gallon on my refund would be calculated since the rates that I paid varied per delivery. She said I get be refunded at the price that I paid at time of delivery. Nothing was mentioned of a $75 fee for removing the tank. One week later I received an invoice showing the total # of gallons times ONE price, less the $75 fee for removal, and the amount to be refunded. Being an accountant/CPA, I was expecting a check to be included with the invoice, but there was none. Another week goes by, no check. So I called and she said to expect the check within 6 days. Well, today is 3/22/19 and I still have not received my refund. I called again and Melinda (A/P) said that the check went out on 3/13/19 and it would take up to 10 days to get it. Up to this point, she never once mentioned that the check was coming from the corporate office in NJ. Assuming the check was coming from the Myrtle Beach office, I said there was no way it would take 10 days to get the check. Irritated, I then asked where the check was coming from. It was then that she said NJ. Had I been informed upon receipt of the invoice: (1) of the $75 service fee and (2) that the check was coming from NJ, I probably would have been more patient. But by the time I get this refund check, it essentially took a month to get this refund check, which is a long turn-around time. I was expecting the check within 2 weeks, which is more the norm.
Suburban Propane of MB needs to be more informative to their clients and be more proactive as a concerned business owner than just a go-between for the corporate office!

This is the worst company I've ever dealt with. Inherited a tank from buying from a previous owner. They are charging me a tank rental fee for a tank that I don't want! They say they will charge me to come pick it up and if I deliver it to them they'll still charge me. And then someone came and locked me out of the empty tank that I don't want and they charged me for that.

Price Gougers !!!!!
Local average for propane is $2.42/gal and they charge $3.92/gal
They know that most people won't go to the trouble of swapping tanks so they hike up their rates and overcharge.
Stay away or at least buy a tank and thus you can call around for the best fill up price. You can pay for a tank in one year with the difference between Suburban's rates and the local rate.

Worst company I have ever done business with, even more frustrating to stop service with them taking a month to pick up the tank, fighting to be reimbursed a couple of times, customer service and managers never following through with anything.

This company operates wickedly and once you are on their customer list, there is almost no way to get out of their grasp. I would recommend never starting any business with them. Last year after a bad experience of product delivered without requesting, I demanded that they never deliver to my home again and never to trespass again unless I called for their product as they had delivered propane without a call, service contract or our directions to do so. They agreed to remove our name and not do business with us. Well, one morning this past January 2019, their truck pulled up and we had not left for work yet, and immediately stopped the delivery of propane to our home and informed the driver that we are not a customer of theirs and to not make the delivery. He was polite and left. So, yesterday, February 23rd, we received an invoice for $265.77 for propane delivered on January 17, 2019. What a surprise this was and it has a late charge tagged on to it. What are we to do? How can we get out from under the stranglehold of this company and their crooked policies? If someone stole from you, you could call the police. What can you do when a product is forced on you and your home property invaded? Are we responsible for this? We are not paying. They can come and remove the gas from our privately owned tank.

Charged me $4.80 per gallon for a propane delivery. Average price in CT for week of 2/9/19 is $2.90.

I wish there was a half star to rate this company!!! Suburban installs 2 tanks December 2016, everything seems normal for a year then December 24, 2017 (one of the coldest days that winter) I have no heat, my cousin who is a plumber and heating tech tells me to check the tanks, oh surprise I have no gas (even though I am on an automatic delivery) there was no answer on their emergency line, was without heat for 3 days when I finally talk to someone they said that they left several notes that I never got telling me I had to move the tanks because there was a vent there, notes that I never got, also they could have call or email me, after explaining that the vent was there when they install the tanks and if it was a hazard they should have install them somewhere else, they apologized and said that they would move them in the spring, in the meantime they were sending an emergency delivery and then tried to charge me for it after many calls and dealing with not so nice people they finally took the emergency delivery off. In may 2018 I noticed that I was paying about $1 dollar more for gas than my neighbors I called and talk to Mike one of their sales reps, after going back and forth he said that he would be able to lower my bill to about $2.85 unfortunately I didn't get it in writing so when I got my bill in November the charge was $4.30 per gallon, I called again and they said that there was no notes on the account about that, they did show a conversation with Mike but nothing about lowering my charge and conveniently enough Mike no longer worked there. Shopped around and found a local company that charges $2.99 per gallon. When I called to cancel my service with Suburban they said that it would take about 4 weeks to pick up the tanks and that there was a $250 early termination fee because I was not with the company for 3 years and because I was getting a promotional rate. Since in the summer I tried to send money monthly so in the winter I don't have a huge bill there was a credit due to me that took 6 weeks to be given and of course the $250 taken out. In conclusion worst company ever

Poor service! Surburan let my tank run out of propane three times during the last year.
No heat, No hot water. Twice during winter months.
The last ltime it was ten hours before anyone showed up(at 1:30 in the morning).

$4.89 per gallon, 500 lbs. underground tank owned by Suburban. My neighbor paid $2.69, a friend across town also paid $2.69. I use propane for heating and cooking. We did decrease our usage due to the high cost and use a wood stove. However when I called New Year’s Eve for a price for 225 gallons, the price was the same with no justification. Also, I have asked several times for proof of tank ownership (tank was here when I purchased the home), I have yet to receive this information. Do they really even own my tank?
Currently setting up $4,000 tank removal and replacements to get away from this rip off company.

Run, I mean run away! They price gouge deliveries under rental contract. LIKE UPWARDS OF $5 A GALLON! Deliver to wrong addresses but charge you, and are extremely hard to reach and sort out anything. Finally they will try to gouge you with a pickup fee and "restocking fee" when they pickup their own tank with gas they can resell! Worst customer service EVER!!!

Suburban Propane repeatedly filled my tank without my consent after I explicitly stated that I was not to be on autofill. Through a 5 year contract they repeatedly violated this and I was charged for fills I had not ordered. When I went to purchase my tank after my contract period had expired, they did not act in a timely manner placing me in danger of running out of propane as I waited for my bill of sale to be delivered.

Very poor customer service. When I was a new customer and new homeowner, I was severely over charged. Damage was done to my driveway and the company is now denying responsibility. They sent the largest truck they have when I only have gas logs and the driver drove off the side of my concrete causing and 6 foot section of my driveway to crack ($800 to repair $1,800 to replace). It took me filing a complaint for them to return my call and finally remove their tank from my property, they lied to the Revdex.com in their response. Cannot be trusted.

I was with a small local company, until Suburban Propane bought them. After they took control, the price of my propane kept going up and up. Until it reached over 5.00 a gal.
So I had enough after making several attempts to try and get them to lower the price.
With no Luck, I decided to switch companies. Suburban claims I owe them for a pickup fee, I told them I am not paying it. I said you made enough on me, over charging by over three dollars a gallon. They tried and show me my original agreement with the previous company, but it wasn't even my signature in my hand writing.
These people are not professional nor care for there customers. Stay away from them.
For all the people out there in need of propane, purchase your own tank, that way you can use anyone and get the best price.
Jeff

Very Poor Regional Customer Service. They filled my above ground tank, only to have the contents leak out due to a defective regulator. They filled it with 66 Gallons. The tank was empty within 2 weeks. They sent a technician who determined the faulty regulator only after having 9 gallons put in for the purpose fo the leak test. They are still trying to charge me for the 66 gallons that was placed in on Novemebr 11th, and now again for the 9 gallons that was placed in on December 2.

Sent delivery truck without me asking for service. My tank was full, I didn't need any propane.
Company still billed me for service $ 59.83 + $ 0.90 "late charge" at 18% annual rate. Late for what?!?! Asked to cancel account and remove charges. On the phone, verbally, they agreed, saying that they have minimum charge, even if I need no service. I have never signed for services or charges. Charges should never be there, if one needs no service. Very strange way of doing business.

The company customer service is poor and claim a delivery was made and charge you for the delivery and when you call no one return your call. I have been trying since August 2018 to clear up a delivery that was supposed to have been made to my resident, but my tank was full already. I have called and called and asked for headquarters number but refused to give it to me. I WILL NOT PAY THE BILL!!

Had suburban propane for 1 year. Not only are their prices high but their service is awful. Moved in on dec 2 2017 to a brand new built house. This would be the first winter for this house.Had no heat.Was told by my hvac guy that there was a problem with my tanks. That the regulator was no good. I called the local office in Marlboro Ma and got Tim (service manager). He diagnosed my problem from his desk.
He told me that my problem was my pipes werent big enough to supply my house and that there was nothing wrong with the regulator. He told me that he would send a technician but only if my hvac guy was there. For 3 days I went back and forth with Tim, until I finally called the main office in New Jersey. After speaking to customer service they assured me that someone would be out asap. In 45 minutes there was a technicion at my door. He discovered that yes the pipe was too small for my house, fortunately for me it was the pipe that suburban installed on the tanks feeding my house. ( their fault. Not mine). Also the regulator was frozen. Again their problem. At that point I decided that the first chance I get I'm getting rid of suburban. Now, Oct 2018, I cancel my account and was told that they would pick up tanks in about 2 weeks.
1 month later they pick up the tanks they own and they send me a bill for $79.20 for closing my account.
HOW CAN THIS BE LEGAL?????

Unbelievably poor experience! Moved into the area recently and called Suburban Propane for a service (unlock tank, check lines etc). They never showed for appointment. I called and rescheduled 5 weeks out to their first available appointment and again they did not show for service. Told that the representative must not have logged in our appointment, what?What did she do with all the information she collected from me? Same excuse for both missed appointments. Then she actually had th nerve to ask for money up front lol they do not even show up for the job. Winter is upon us and no propane service. Don't understand how these companies stay in business!

Suburbane Propane is not able to satisfy their contracts:
Customers who prepaid during the summer for the coming heating seasons, and therefore automatically being enrolled in their auto-refill service, have not received any gas delivery by the end of November, the heating season having started early October, since the last delivery in the prior season at the end of April.
Now that the gas is running low and some customer are out, they are unable to deliver. An ETA of 9am was not kept. Upon contacting the service center, "the" truck supposedly broke down. By 1pm, they are merely committing to send a technician to fill 25gal into the system to get the heat going.
As technical background, 25 gal, filled into a 400gal tank at 32F, will not be detectable once the temperature hits 10F at night, which means the heat will be out again. So the offered mitigation is useless.
Does this company only have 1 truck? The people seem to be nice, but I pay them to deliver gas, not to be nice. Why does the customer have to actively manage to get gas (while being in the freezing cold)?
IMHO, this is what is threatening the US vs. China. We screw up and try to fix it any which way thereafter. China makes things the way they are specified, cheap crap to high end, they do what they say. We fail either way.

I have asked Suburban Propane to pick up their tank for almost two months but to no avail. I called them at least 5 times and they promise to pick it up. The tank blew up in the Carr wildfire. We have a new propane service. The old tank has been moved to a temporary location but it presents a problem because we don’t have room for it and when we back up our cars it is in the way. I am concerned we will damage our cars