Suburban Propane

Price gouging at it's finest. Charging customers 3 times the average price is wrong and in no way will this keep customers. I can buy my own tank and fill for less than they want to simply fill the tank they supply and will not allow any other company to fill. Needless to say, I bought my own tank and can now use any company I choose.

I wish I had read the other reviews prior to going with this company. Deceptive is just the start. Price gouging 100%. I'm sure they will respond with their same crap line. I've been paying $4/gallon of propane since 12/17. Other customers in the area (including the other tank on the property) are paying 1/2 that price. The only line I get from the company is the less propane you use, the more you pay. There is no place either on their website or in the paperwork they provide that states this is their pricing structure. One expects propane prices can and will vary from season to season but it's all the same product. I'm reasonably sure the propane that goes into my tank is the same that is going into the neighbors only they are paying less for it. I even confronted them with the eta published residential propane rates only to be told those are averages for new customers from multiple propane suppliers. Hmm interesting when I know several neighbors, friends and colleagues who use propane and not one of them has been charged $4/gallon this year or any other year (and I should state that group represents multiple companies and annual usage and none of them have "introductory rates". This company uses deceptive and unfair tactics and misrepresents their pricing policy. Buyer Beware!

I have been waiting a month for my tank deposit so I can switch companies and called today could be 2-3 more weeks. Last delivery was over 10$ a gallon. I’m switching yet there still making me pay the year tank rental fee. Please stay away very far away

I recently moved from ***, I had an underground suburban propane tank put in my the home builder , I have been paying rent annually, when I moved I was told I would be reimbursed for remaining propane in the tank, now I’m told since the new resident form not want to contract with albany suburban propane I will be billed to have the underground tank removed, over six hundred dollars

I received permanent change of station orders and sold our home. After receiving a contract on the home and notification that the buyer did not want the leased tank, we contacted suburban propane and requested termination of the account and removal of the tank, 13 June. After two additional calls and assurance this would be resolved prior to 29 June, the tank was finally removed, approximately a week after closing. Date cannot be verified as we had to depart in order to report to my new unit on time. The tank was determined to be empty, which we disagree with, but could not validate as we were not present. I have requested to speak with a supervisor to discuss obtaining the gauge readings and a breakout of the final bill as opposed to a summary and have not heard from the company.

I have not had a fill up of propane for over 2 years( maybe longer) then all of a sudden Suburban Propane fills my tank without notice. I recently retired and do now have $286.14 to pay for this bill. If I wanted propane I would have called them. This is not good customer service. They charged $5.99 a gallon and it is very possible if I did want propane I could have beat that price.

After moving in October 2016 and price checking several local gas suppliers, we set up with Suburban in January 2017. Despite having to replace our furnace after one of the techs having found a crack in the heat exchanger, everything else went completely fine. We were set up at a very low rate with the understanding that it would go up over time and were fine with that. All was ok until January 2018 (this winter). We had been paying monthly as opposed to being on a payment plan, as we are expecting our first child and this was easier for us. Our last fill up was the first week of February. For the two months prior to this, our automatic fills had been the first week of the month as well. First week of March came and went, no fill. My husband started getting phone calls stating we were past due and until the amount was paid in full, they would not come out. Considering I'd sent 3 checks to them in that time totaling nearly $600, I couldn't, and still don't, understand how we were past due. They'd been paid for two separate fill ups and the "tank rent". Despite having told them this multiple times, they insisted we were behind and refused to come out. We immediately started looking for a new supplier and let Suburban know we would be cutting off our service with them. They stated they'd be out for the tanks "soon" (this was the second or third week of March). To cut a long story a bit short, after the new supplier came out, we found out that the exhaust from the furnace was not quite set up properly (not a major issue, but enough they wouldn't drop tanks) and once we fixed that, also found that Suburban had illegally set our tanks, as there was a live outlet within 2 feet of the 2 tanks we had. It took them over 2 months to come remove their tanks and the woman my husband spoke with was incredibly nasty when he stated we no longer wanted to do business with them. All of this and I haven't even gotten to the rates they were charging us - we were paying $3.65/gallon when we cut off service - over a dollar more per gal than the start of the season - when most people in our area aren't paying more than $2.70/gallon. We are much, much happier with the small, locally run supplier we are working with now. They were happy to explain how to fix the furnace vent, and moved our tanks away from the live outlet (adding more line for nothing). No hidden fees, no nasty remarks, no bs. Just friendly, easy to work with people. Can't say that for Suburban!

The federal and state governments should do an audit of this company. Their deceptive practices should not go unchecked.
1st:
The fiasco started when I had a leaky tank and it had to be replaced in 2015. When they removed my tank (it was full at capacity but leaking), they took my tank with the gas in it and refilled a new tank and charged me the full amount at the current propane rates. They basically stole my propane that I paid for at the rate at that time and then charged me again for the current rate to refill my new tank. It took several months to get this resolved, but it was resolved.
2nd:
I wanted to give back their tank because it was not needed any longer and it has been 3 years since my last refill. I called in Oct 2017 and had to call again in March/April 2018 to get them to come pick it up. They did, and now my refund bill has 2 different refund rates because of a delivery I had in Jan 2015. How is that possible? How can they go back to the lower rate 3 years ago and refund at that rate? They are going to sell it at a current rate, so why not refund at the current rate? This is deceptive. I was also charged a “restocking fee” of $122 and the “close out fee” of $135 with sales tax applied on both fees. Ridiculous! There is nothing more that this company can do for me except refund me at the current rate which will not happen. I hope this review helps someone make the choice to not choose Suburban Propane.

Suburban is the WORST company I have ever dealt with. They don't even deserve 1 star. They are engaged in legal price gouging of the most reprehensible kind, locking one into a contract that allows them to charge you ANYTHING per gallon. They will never give you a price over the phone, so you do not know how much you owe until you get the bill, which is hung on the door *** and you have 7 days to pay. I was recently CRYING on the phone with one of their "customer service representatives" because I am a single mother and haven't been able to afford propane since January. The rep told me that it would be $5/gallon (for a 500-gal. tank) + an $85 "bleed fee" because I let it go empty! Thus, $2585 for a tank of heat. FTS, we'll keep on wearing jackets indoors.

When Suburban first came out they installed a faulty tank. The gauge registered 40 percent and it was empty. tech said once its full it would register correct. It didn't. They were supposed to come once a month and top off my tank, that didn't happen. The only time they came out without calling was late march. They let me run out the first year. The emergency contact number was no good either, said they would send message but they wouldn't get it til Monday. When they let me run out again this year I called another supplier. They were nice enough to move the Suburban tank where they could easily get to it. Made an appt for pickup on 4-24 18, never came by. Called 4-25-18 and was told it would be May 3rd before they could get it. They're customer service is pitiful !!

I'm having trouble with getting delivery dates met. I understand things are going to happen. But when they don't show up, it would be nice to let someone know. I called the next day and asked when are they coming. They told me today. Again, a no show and nobody calls. I called around 4:45 pm and asked what happened...They told me I was never scheduled for today...they were going to call me back and tell me what happened...never did...Then they tell me their coming on the third day....without asking me about availability....I can't have them come out on that day because I'll be getting home late from work so I had to lock the gate and leave my dog outside. Now their coming a week after original scheduled service...What happens if I run out of gas...? Who pays for all gas hook ups to get Re-Checked...? Staff out of *** seems very incompetent...Suburban Propane should at least make sure staff has GED's or some kind of education.
The only person that knows what their doing is Brittany. Unfortunately she wasn't the one helping me out. Once my contract runs out, I will not be using Suburban propane any more. This is not the first time I have had problems. Very disappointing. Please, train your staff to properly communicate with customers.
Thanks

Ordered propane in January of 2018. Had it filled no problem and had to start working with a payment plan. I checked the tank in March to see how much I had used since the fill and smelled propane and heard a hissing coming from the tank. Immediately called the business and told them of a leak. They send someone out the same night, who informed me that the pig-tail (a part of the pipe connecting to the tank) on the tank was cross-threaded by the one who filled the tank last and was now leaking. Talking to suburban in trying to come to an agreement on the settlement of what was lost in gas due to the leak, they refused to compensate even the smallest amount citing that their employees always do leak tests when filling and that the leak was not their fault. I soon plan to have the tank removed from my property and never do business with them again.

I always knew I was being overcharged by Suburban Propane but didn't know to what extent until I began investigating. I own in a small 1 bedroom 960 square foot Duplex. Last month I was charged close to $450.00 for propane. I learned the high cost was do to the fact Suburban was charging me $4.00 a gallon. I researched other propane providers and the going rate is between $2.30 and $2.70 for the amount of Propane I use.
Both myself and my neighbor have had it with this company and decided to fire them and go with another company. Suburban is making it difficult to do so. I can't get a straight answer as to when and how they will be removing their meters and underground tank. The only response I've received so far is "We have to ask the manager and he's out of town/ in a meeting", whatever. Seems they learn how to say that when they get hired. Bottom line is this company gouges it's customers with extremely high propane prices then makes it difficult to get rid of therm.

Customer in northern Westchester NY. 1500 gals buried at two different sites on property. Suburban charging us over $4 a gallon, well over, when competitor and market rate is in the low $2s. We own 1 of the 500s and have already switched to a different provider. the two remaining 500s Suburban owns. We will be exploring purchase of those two tanks or having suburban remove them in favor of a better provider. When I explored Suburban as a company, revenues are declining, earnings are spotty, and with a 1.5 billion market cap and 1.3 billion in debt rated BB- it is no wonder why suburban is trying to gouge its customers to survive. I would recommend existing customers look to cut ties and prospective new customers look elsewhere than this unscrupulous company that looks to be in financial trouble. I would give zero stars if this was possible.

I was set up with suburban propane in March of 2017. Was told the day they came out by the tech he would put a work order in to come out and remove pool heater and cap another gas line, that never happened. Feb 6 2018 I call for a refill on propane the set me up for Tuesday February 13 2018 no one shows up. I call Wednesday morning 8am when they open, talk to Jeb says he will see what he can do. He tells me Friday February 16 is the earliest they can come out, after they screwed up. I asked him to have his manager call me well that never happened. I was warned on the front end about Suburban Propane and I didn’t listen. The front of their brochure says and I quote “ OUR BUSINESS IS CUSTOMER SATISFCTION”. They are not in the business of repeat business it’s pay us and screw you. I told the lady I called today Feb 15 2018 what’s been going on and all she said was ok like no sweat off her back she could of cared less.

Nothing but terrible service on every level. I called them in October to service my propane heater. Customer service told me they were very busy so I made an appointment for December 13th. Fortunately I have back up heat in the form of electric space heaters. Not very efficient but it stops one from freezing to death.
So, When Dec. 13th rolls around, they don't show up in the morning, so I give them a call just to make sure they will show up. I have to know when they are coming, as I need to leave work to let them into my apartment. I am then informed that there is no record of any appointment and that I will have to wait another 6 weeks for service. To which I reply, "Unacceptable!"
Then follows 2 weeks of back and forth between Suburban and my landlord about making them come sooner, getting my heater working and delivering propane. They tell us that they are too busy and that we should call another dealer to fix my heater (?). finally, after several calls, my landlord secures a time and the heater is repaired and propane delivered.
This is the first week of January. I get my first bill soon thereafter, just a small one covering periods of a few days. Rates are normal. They are $3.20 per gallon. not the cheapest rate, but decent. I get another bill on January 27 asking for $338.19! My rate has mysteriously gone up to $4.73 per gallon. I call them and customer service tells me there's nothing they can do about it, as the prices are decided by the "system", whatever that is.
Probably the worst company I've ever dealt with overall and I have begged my landlord to use a different propane supplier, if at all possible.

What a horrible company to do business with! I was charged just under $4 per gallon! When I called to inquire, I was told this time of year they charge $2.30 per gallon. I asked for an adjustment & was told they'd give me a 10% discount. Of course this didn't happen & I was charged a $5 late fee. I will be running my tank dry & will be going with another provider!

Suburban Propane fills our 500 gallon buried tank which supplies fuel to heat our home. They also provide other heating services. On Dec 1, 2017 a Suburban technician came to the house to fix a thermostat which resulted in a $232 bill. At that time the technician gave us a sheet describing service but it did not provide a dollar amount. the only time we received a bill was January 3, 2018. On January 17, 2018 we received a phone call and email that our bill was overdue. A few days later we received a letter in the mail indicating that our delivery would be suspended due to outstanding charges. We have had several email contacts with them to indicate that the bill was in fact not overdue and that we had just received it. They still put a stop on our delivery. We are about to run out of fuel and the temperatures are down in the teens at night. They indicate they will not deliver fuel until I tell them a check number that I sent in payment for a bill that is not even overdue. feel that I am being held hostage by this shameful company.

How the heck does this company get an A+ rating with 94 negative reviews and only 2 positive reviews. 384 complains!!! Revdex.com is a scam! Guess the ratings go to the highest bidder.

On Jan. 5, 2018, we returned home late at night from a concert, only to discover we had no heat. Temperature was in the single digits outside, and we have no back-up heat. Our 2 furnaces and hot water are propane-based. I tried till 1 a.m. to reach them, as their site says they are there for service 24/7/365, but to no avail. We had no heat all night long. One small space heater kept the pipes from freezing. In the morning, I checked the gauge on the underground 500-gal. propane tank, and it was empty. They are supposed to come out routinely to refill it, but they let it run dry. We finally got through to them at 8 am on Saturday, and they sent a guy out pronto to refill the tank. Moreover, I believe we are being overcharged. On Jan. 2, 2018, the average CT propane price was $3.03/gal. On Jan. 6 when our tank was refilled, the price we were charged was $3.86/gal.