Suburban Propane

Despite being paid in full...Suburban Propane has once again let our tank get empty. This was during the recent snowstorm (01/17/18). When we called last night they informed us that none of their trucks were on the road, so they could not make an emergency delivery. To make matters worse, when we followed up to see when we might get our heat back, we were informed that our propane delivery was set up for for Tuesday (01/23/18). Five days from now! The incompetence abounds with this company and it seems that it is on every level. This is not the first time this has happened. We know for sure (without researching it) that this is the third time and maybe the fourth time this has happened. The last time was during a cold spell two winters ago. Our HVAC lines froze and later thawed on our main system ruining a ceiling and partially flooding our family room. Now on their behalf; they did cover the expense of the repairs but apparently that was not enough of an incentive to put a system in place to assure that our fuel tanks do not run dry and cause the problem all over again. I could go on but do not feel the need to do so. I just want our tank filled up, as it is freezing cold in this house. Needless to say I have given Suburban Propane a 1-Star rating (a 0-Star rating was not available.) If you are shopping for a propane company, do yourself a big favor and use anybody else. They cannot possibly be this enept if they tried.

I have nothing but negatives to report about this company. I have a buy ahead plan AND auto delivery and my tank went dry while I was on vacation this month. I was constantly dialing throughout the night and it took 10 hours to get fuel delivered to my house. I was told I would get a phone call with an estimated time of delivery and that did not come. The delivery driver arrived unannounced (this is problematic when you are out of town and need to know that fuel has been delivered in order to have someone come to reset your furnace in January in upstate NY) and then was rude to my housesitter. My house was at 30 degrees when they finally delivered the fuel. Despite my numerous logged complaints at that time, no one from my local office reached out to address my concerns or attempt to make things right. Fast forward 9 days and my fuel gauge is at 40% and it appears there is a leak. I am back on the constant waiting/phone call circuit and do not have high hopes that they will rectify the situation. The customer service has been absymal. I WOULD GIVE ZERO STARS IF POSSIBLE!

Absolutely horrible customer service and will be posting this review on all social media sites. They have been promising to deliver for the past five days, while my elderly parents wait in the cold. Once again, they call every day to hear, we'll be there today, but again, nothing. They are taking advantage of my parents as they rent their propane tank from Suburban and cannot accept any other companies propane. They had an auto delivery date before any storms however, they didn't deliver. My 78 yr old father has been very patient and has even visited face to face, and again today, they promised delivery from the next truck that goes out. Time to pick a new carrier, one that treats you like a human being.

I have never been this dissatisfied with a company in my entire 42 yrs. To begin, I paid a deposit to get service which was just fine with me because I was told that I would be put on budget billing, meaning I would pay the same amount for the next year. 2 months go by and no bill, no email of a bill, nothing. I called only to be told that the person that had told me she was putting me on budget billing no longer works for the company. Now how that is my problem I don't know. We agreed to pay $140 for the 2 months skipped and $70 a month afterwards. Well needless to say we get a $600 bill instead of $70, only to be told again that the person this time also no longer works for the company. My response "are they firing people daily cause that's exactly what I was told last time". Paid the $70 thinking ok lets move on. Now on 1/09/2018 morning I smelled gas and told my fiance to come and check the tank because I think it has ran empty and sure enough it was. We called to get a delivery (suppose to be automatic delivery) and the customer service agent told him to turn the tank off and he did so. The technician came out filled the tank but didn't turn it back on. My little ones and myself woke up to a freezing house. I called my fiancee once again told him to come turn the tank on because I think the tech forgot to or didn't realize it was turned off. Again he did so. But by the tech not lighting the gas water heater or furnace we was still without hot water or heat. We called once again and he was told that I told the tech "yes everything is working" and my response to her was "does that make any sense to you? how do a water heater heat up immediately? the tech told me I got you all fixed up and walked away from the door and continued his conversation on his cell phone". Talking to her was pointless so he went to the landlord to let them know what was going on. They called and Suburban said they were sending someone out immediately, that was 11a.m, 6pm still nobody. We called back to be told that our bill is outstanding so they can't come back out without $175 charge. Now how can you have an outstanding bill on budget billing? I guess they fired that person too. We went 2 entire days without heat and hot water. Thank GOD for outstanding landlords...

Absolutely terrible terrible terrible service. I got a tank for my new propane fireplace that I spent thousands of dollars on for weather just like this. Saw we had a cold snap coming in a week so called proactively to get the tank filled before it hit. They have now failed to show for four deliveries without even a phone call. And now they say it's going to be another five days because i'm not a "priority". The excuses they gave me for missing deliveries... I was last on the route, other bigger tanks are priority, we had an emergency call, other people are running out faster than you. Keep in mind that I called 15 days in advance which is 11 business days in advance. Spent over three hours on the phone with them and their call service. I can't get another company to fill up the tanks and then will no do it themselves. If they do actually come in five days like they said it will be almost three weeks to get a delivery. I understand that other accounts may need it more than me but when I called so long ago this is not a factor. If this is the case they should put smaller accounts on smaller rates because they are not getting even close to the same service. I've never written a bad review in my life but I needed to get this off my chest. If I could put zero stars I would.

When we purchased our home in 2001 it had a small propane fireplace, the only thing n our home that uses propane. Back then it was serviced by D Gas whom we had no problems with. The large tank would last us for years. The tank rental was 80 some bucks a year, which seemed like a waste of money. After Suburban bought them out, I called to have the tank removed. The lady instead sold me a smaller tank at 50 some bucks a year. Guess what. They raised the price back up the next year to 80 some bucks a year. Even the small tank will last us a couple of years filled up. I told them I would call when I need a refill. It doesn't work that way with them. They charge over $5 a gallon and then add all these other charges on top of that. I caught the delivery guy pulling into the driveway this week and told him I didn't need any propane. Today I received an invoice for $58.06. Zero gallons of gas but a $58.06 minimum bill. I think it's time to get rid of suburban. They are nothing but a bunch of crooks. Never again. Time to buy my own small tank and go pick up my own propane. It should only be a couple bucks a gallon.

I have been a customer for over 14 years with this company.I have it set up with my Bank to automatically send them a budget payment every month.I received a phone call yesterday for the "855" area code informing me I was behind on my payments...I explained that it's automatically paid every month.Their response was my monthly budget amount had doubled in September..My response was" Where was the notification of that"...My home hasn' grown in size and since it's just me neither has my usage...So I'm to believe the price has doubled...It is upsetting that they can find the time to call and ask for payment ,but not to inform a budget cost has increased..Also the website is not user friendly...I think it's time to comparison shop and find a better deal..

Suburban propane is discriminating the customers by bad practices. Increasing the propane prices and charging different prices to different customers. We are bound to Suburban because of our builder illegal deal with this company in installing tank in our premises since July 2015. When I called in March 2017, one of their supervisor told me that there is no more locking price for propane and Suburban stopped locking. When I called again in Oct 2017 about the price increase, their manager told me that there is a locking system and our billing is not in locking. We were in price lock from Jan 2016 and there was no letter saying that our account was out of locking. We were charged high prices in propane on 03/20/2017 ($2.349 per gallon for 683.8 gallons) and 10/23/2017 ($2.699 per gallon for 211.1 gallons). Our neighbors are getting the propane at $1.99 per gallon from this same company for the last 2-3 years. There was no notice or call received from Propane for out of locking on our account.
Suburban Propane had a deal with the home builder and placed their propane tank in the property. At the time (2015) of installation, Suburban was allowing customers to buy back the tank. Now, when I call their customer service, their manager is saying Suburban stopped offering tank buy back. This bad practice will allow the Suburban to hook the customers and charge high prices randomly.
Suburban Propane is on bad practices and charging the customers with random high prices in propane. We hope that NJ/US Government officials will take actions on the bad practices in the company.
Response to Complaint:
Their Manager keep saying that they didn't tell anything about locking and they don't refund the amount on both transactions:
3/20/2017 683.8 $2.35 $1,618.04
10/23/2017 211.1 $2.69 $569.76
Requested Resolution:
Suburban Propane should sell their tank at a reasonable market price, allow the locking on my account and pay us $406.95 on the overpayment on two transactions on 03/20/2017 and 10/23/2017.
Filed a complaint in Monmouth Consumer affairs and thinking on following a lawsuit in Monmouth county court.

When we first moved into our new home in 2017 the previous owner notified us that suburban propane was already providing service. Upon switching information suburban propane came out, replaced the tanks that we purchased with the home and owned with their own tanks without notification and then charged us for their tanks. We were then baited in with a really good rate and told this would be what we would pay every month. After the end of summer propane service was rendered and the price was doubled. When I inquired about the drastic change in price I was told that the price was introductory and this was the new price, in other words this was the classic BAIT & SWITCH and in order to be able to afford propane at an affordable rate, I would have to be locked into a contract. I want to make note that suburban propane has provided excellent customer service and their delivery is always on time and professionally done. However, although their service is good I still feel deceived by their billing practices.

About 2 years ago I went through a home building process. The builder already had an established working agreement with Suburban Propane. As there are so many decisions to be made throughout the building process, going along with the builder's recommended contractors made for one less decision on my part. My overall experience with Suburban has not been great. I had freezing issues with my regulators that took 4 visits from the service techs and multiple nights without heat to properly identify the issue. A regional manager eventually compensated me for the bad experience after calling repeatedly with complaints. The price per gallon is much higher than what is offered through other local companies. For example, I called a local company on 1NOV17 for a price for 3-120 gallon tank rental and fill pricing (based on Southeastern PA). My fill price would be 1.71/gallon with rental included. Now for Suburban to fill my 500 gallon underground tank, I was quoted at 2.65/gallon. I have noticed consistently over the past 2+ years that I have paid $.90-1.30 more per gallon compared to pricing from other local vendors. Another terrible aspect to Suburban is their contract. I was told many times by the local suburban reps that I should have been afforded the opportunity to purchase my tank outright upon installation and settlement of my home. Of course that is no where in the contract, but there is a hefty $3700 termination fee, that only decreases 5% per year after year 5 of the contract. They got one over on me for not digging in to understand and research all the details prior to agreeing to use their business for propane. Every time I call to speak to the manager at the local office, I already know the response, "he is in a meeting and will have to you call back." I am also reminded that I have special pricing as agreed upon through a deal with my builder and encouraged to look at EIA.gov for pricing. Well EIA.gov only reports the average of prices as given by respondents to surveys and are only to be a general guide on regional pricing. There is no government regulation or control of propane prices, which in my opinion helps certain companies inflate prices. (https://www.eia.gov/tools/faqs/faq.php?id=169&t=5) I could go on and on, ranting about how much I dislike the company. All I can do from this point is encourage others to do homework on companies, especially Suburban propane. I can also continue to spread the word of my unpleasant experience and price gouging that I have received during my time with Suburban. I understand companies stay in business because of profits. The question though, is at what point does the treatment, fairness, and care given to customers forgotten, causing profits to be the main focus of the company? I encourage anyone in a Suburban Propane contract to get out and shop around. Most local companies I have researched are very reputable, caring, and have been in the business for a long time.

So far, I just signed up service and feel like I've been taken advantage of. I get home and receive a bill for 258.27. The issue is I never called them to come and fill my tank during the most expensive price period of the year. My tank wasn't near empty. I had plenty of gas left. They charged me 4.95/gallon. Truly dissatisfied.

This company is a nightmare! I called 7 months ago to make sure my propane tank was safe because I was smelling gas, they inspected it and told me everything was fine and safe. I went to install a tankless heater this week, and when they went to install it they told me it was SO unsafe that they could not install the tankless and they could not even turn our hot water back on, we haven't had hot water for days and they are refusing to turn it back on, due to the safety hazard that they were called out here to inspect 7 months ago and told me it was 100% safe and not to worry. They told me the smell was normal and from the pilot light going off. We still do not have hot water, and have had to shut off the ac because they said we are breathing carbon monoxide, which was why they were called out in the first place 7 months ago. avoid this company at all cost! it could cost you your health.

This company does not care about it's customers. They lock you into long service contracts, will not work with someone who needs help because they are moving, nope just have to pay that 300.00 early termination fee, no flexibility. Worse company I have ever worked with. They also charge way too much even compared to any other of the providers. Stay away, do not use them. If their tank is there when you get a new place, call them and force them to pick it up, and get someone else, trust me it's worth the effort.

When I bought my house in 2015, the tanks were already on my property so I decided to sign up with the company. Over the course of the 2 years that I was a client with them I was paying a ridiculous amount of money (Est $500 for min 100 gallons) which with my house would only last me 3-4 weeks. As a young adult I could not afford that amount of money once to twice a month. I looked for other companies in the area for a lower price and I switched. When I called to terminate my account in June of 2017 I also had to pay $115 for the minimum amount of propane. I took care of that bill then terminated my account.
The company took 4 months to pick their tanks up from my lawn (Picked up late Aug 2017). A few weeks later I received a bill in the mail for $210 for an early termination fee that I was not told that I was going to get when I spoke with the company in June.