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2.0 148 Reviews

Suburban Propane Complaints Summary

38 Resolved
110 Unresolved
Our verdict: When using services from Suburban Propane with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Suburban Propane reviews & complaints 148

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Suburban Propane Overcharging, Bad Business.

Suburban Propane will over charge you every month and when you call they drop it right of the bat just for complaining how much they charge. Even with the "discount” they are still more expensive that other propane providers. They sell you the first fill at a discount then charge whatever they want regardless of what the market rate for propane is. They filled my house propane tank for $3.49gal when Schrader’s was charging $1.90.

When you call to complain about their prices compared to their competition they will BS you and tell you that is the "first fill rate" other companies are quoting, but it’s not.

Then when you do switch providers they will leave their tank in your yard for 45-days (because they can is what they told me) and then send you a $90.00 bill for picking it up.

Suburban Propane is the worst propane company hands down, so if you have them call the Co-op or Schrader’s and you will get better service and prices that are reasonable. I did not know any better when I signed up and they had a reasonable rate (the "first fill" rate) but don’t fall for it... If you have Suburban just call around and see for yourself.

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Annonymous12345
Mount Kisco, US
Nov 07, 2011 10:41 pm EST

The employees at the local level are great. They are just doing what they are told. Its upper management at the Regional and Corporate level that set the overcharging policies. They need to replace the upper management. Customers should write letters to the offices in Whippany NJ, the address is on the suburban propane website.

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Suburban Propane - PRICING

SURBUBAN PROPANE ARE A BUNCH OF CROOKS. ON ""JULY"" 19 2011 I PAID 4.6999 TO FILL MY TANK. WHAT WILL IT BE IN THE WINTER MONTHS. NEVER ANY ANSWERS THEY GOUGE EVERYONE AND ARE SAID TO BE THE WORST PROPANE COMPANY MY AREA BUT I CAN SEE THE PROBLEM IS EVERYWHERE AFTER READING OTHERS COMPLAINTS. THEY NEED TO BE INVESTIGATED. IF YOU LIVE IN NIANTIC/EAST LYME CT AREA CHANGE TO OSTERMAN!

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Suburban Propane Bullying techniques

WE ARE BEING BULLIED INTO FILLING OUR TANK! We have just recently relocated to a rental property. When we arrived the gas had been capped by Suburban without the owners knowledge. They have come onto the property without any permission and cut the gas off. We called them and obviously payed for the reconection. Now they keep harassing us to fill the tank even though it's at 50% capacity! They claim it's because we are new clients and they have to make a delivery to activate the account! Do we have to spend this unnecessary money!?

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intellex58
, US
Jul 25, 2011 1:30 pm EDT

No, but you get no gas.

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Suburban Propane pricegouging-nodeliveryreciept

ive been with suburban propane for many years i started paying 89cents a gallion at first now iam of o old and disabled on ssi they charge over 5 times that irecieve heap thankgod but when iran out of propane they came to bring some but had a man from suburban come first tocheck me out ? thislittle visit cost me 150.00 he didnt do anything left in less than 5 minutes thats 1800.00 per hoursoall i got that time was dam little propane for all my heap help iam disabled and bedridden now but if ican make it through this winter on what little i have left i will look for another supplier thereis no regulation no recourse iwould like to know how much money suburban pumps to politicians they have no comment as far as i can see deaf? dumb? boughtoff? what do you think

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Suburban Propane not ordered delivery/prc gouging

These crooks took it upon themselves to pump 327 gallons of propane into my tank, that I did not need, or order. Then they had the nerve to bill me at 5.89/gal! Where do they come up with these prices? Gasoline is only 3.15 a gallon, so I doubt it has anything to do with oil prices going up. I told them several times in the past, I did not wish to receive unscheduled deliveries unless I ask 1st I dont have thousands of $$$ laying around to pay them whenever they feel like surprising me with a delivery. If it was 2$ a gal still, thats one thing but 4, 5, 6$ a gallon, hundreds of gallons at a time, comon who can afford that? They pull this crap every year. They get away with it because they know we cant get nat gas in this area. ###!

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Unhappy in Middleton, Idaho
Middleton, US
May 07, 2011 10:27 pm EDT
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This is so similar to what we experienced. We finally had to put a lock on our propane tank to keep them from making unauthorized deliveries. We finally had enough after they were going to charge us $4.54/gal when everywhere else was in the $2.60/gal range. We had FerrellGas come out and dig up our tank and we purchased a new tank from them. No more rentals for us. FerrellGas charged us $2.18 to fill our new tank. We had to spend a ton of money to get rid of Suburban but it was worth it. We have notified Suburban to pick up their tank and it is still sitting in our yard after six weeks, we are not sure how we are ever going to get them to pick it up. When I call they always have an emergency. How do they stay in business?

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Suburban Propane unautorized delivery and over-pricing

I am just one of the many, many others who have filed complaints about this company's deceitful practices. I have noticed over the years, as other customers have, that their prices are WAY above other local propane suppliers. I mean, they're not even close! Unfortunately my tank is buried and was already in place when I bought the house. When I told them I didn't want to use them anymore, they said "no problem ... we'll just come out and dig up your tank, and by the way this will be at YOUR expense. And we are not responsible for any damage we may cause your property." I said to them "I don't see any language in the contract I signed with you stating that." They said "Well, it SHOULD have been stated. So good luck suing us ... we've won every other lawsuit others have filed". Nice customer service, eh? Oh, interestingly enough, customer service is one thing they said they prided themselves in, and that's one reason their prices were higher." What a freakin' joke these people are. Recently they delivered 400 gals of propane unsolicited (I am on "will call" and did not ask for a delivery.) My wife was home and even told the delivery guy not to put it in, because we didn't order it. He said "Well, that's what my books say to do, so I'm putting it in". This, instead of calling the office to verify the delivery. Now they're trying to make me pay the bill at mid-winter prices. Usually I call to set up a delivery in Aug or Sept when prices are typically lowest. Folks, this is just the tip of the iceberg as to the problems I've had with these people. I could go in forever. In case you're not aware, there IS a nationwide class-action lawsuit being filed against Suburban for these very reasons. Here's a link to the law firm's web site: http://www.nka.com/Cases/SuburbanPropane.aspx?CaseRef=152

Suburban Propane are a bunch of crooks. I hope they get nailed hard for what they've done (and continue to do) to decent hard working Americans. Shut'em all down!

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Suburban Propane refusal to give original documentation fr Agway & Overpricing of Propane

We originally moved into our home in 1988 w propane service from Agway Energy Products out of Clarksboro, NJ, a company located within 5 miles of our location. We are a rural area with propane heating, wells for water and septic systems. Some of the area, along the major roadways, is just now being converted to city water & sewerage, along with standard gas supplies as new developments are being constructed. We never had a problem with Agway, each year we would receive a budget agreement & proposed cost for propane for the upcoming winter in July/August, it was always reasonable and we always maintained our service through Agway under these terms. We, also, purchased our propane tank, which is set underground on our property, through a lease purchase agreement with Agway. The terms of which were after 7 years of continued purchasing and service through Agway Energy Products, the tank would then become our property.

Our problems began immediately with Suburban Propane. Our billing for deliveries of propane was inflated from the prior balance due Agway to each delivery that Suburban Propane made to our home. We made agreements with Suburban for a yearly price per gallon of propane to insulate ourselves from price fluctuations each July/ August, by our own initiation, because we did not receive the same type of customer from Suburban as we had from Agway. Our billing problem went on for the better part of 2 years, in which we had to keep a running accounting of what we actually owed the company, adjusting for the balance forward error, adjustments to pricing errors and kept all of of the calls logged in a file. With Agway, if we had a problem we could easily drive over to the office in Clarks boro and resolve it face-to-face with customer service, who were always well-advised and pretty much knew each customer and their account. With Suburban this is difficult, as initially, the billing problems were being handled out of Pittsburgh, 6 hours from where we live and we were not the only ones having the problem!

The Company was undergoing computer problems at the time of the billing errors, per customer service representatives, that's why our bills were so wildly inaccurate, along with trying to bring Agway and Suburban, together, as one Company on a single computer system. I am an Accountant and have been through several conversions, myself. From my experience, conversions or start-ups are never smooth, easy or clean and generally take about 18 months to work-out the kinks in the new or converted system. So, I was very sympathetic to what Suburban Propane was facing, as well as the haranguing the Customer Service reps must have been taking, we logged our numerous calls to Suburban, with whom we spoke and what transpired in each call. Even after all of this time, we still having billing problems with the company.

However, the problem we are now facing is one that is most frustrating! We have been in our home 22 years as of October 2010 and according to my count have fulfilled the 7 year lease/purchase agreement for the propane tank in our yard. Suburban Propane is now charging its customers $4.99 a gallon for propane. We have been trying since last April to get on board with another propane supplier in our area, but we must have proof that we own the tank. We never received a copy of the lease/ purchase agreement from Agway, it is not in our closing documents from Settlement on our home and when we asked Suburban to provide us with a copy of the agreement, they sent a piece of paper that has absolutely nothing to do with the lease/purchase of the tank. When we call to ask for further documentation, they tell us that's all they hjave from the Agway files. As we have been in this ridiculous tag team match of trying to get proof that we own the tank for other propane providers to take us on as customers, the price of propane has steadily gone up in the general market and we have been unable to control what we are paying for our propane. Suburban so graciously agreed to a $4.50 per gallon price, yesterday, when my husband called flipping out about the $4.99 price per gallon, as we have received quotes from several other suppliers in the area in the $2.50 to $3.50 per gallon range. As I have researched how to gain access to the required documentation for ownership of the tank in our yard, I came across a site that has a plethora of complaints abut Suburban Propane's price gouging tactics. I have tried to locate our lease/purchase agreement through the filing of UCCs and searching all of the areas that I have been accustomed to using in my experience as an Accountant, with no positive results. At this point, I am extremely angry and considering getting an Attorney to handle our problem for us. This company is abusing its customers and flaunting Fair Trade practices, at a minimum. It is definitlely not acting in an ethical manner, any way you look at this situation.

I will report back with any information that I can gather that may be of help to another having issue with this unscrupulous company.

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Matt121
Binghamton, US
Feb 23, 2011 9:45 pm EST

Suburban is practicing very unethical business practices. After having a new propane tank installed by another company and 3 or more calls to remove the tank from my property thinks have finally come to a head. Not only has the company defrauded me out of 600 dollars in "unknown" charges and fees they claim now that their higher than average cost fir product is due to their unequal costumer service. I pay an additional fee of 300 a year for service in which I have never used or known I had. They just delivered 440 gallons of fuel oil at 5.709 a gallon the national average is 3.58 and locally is 3.49 a gallon. Help! These people are killing my family income and taking advantage of ever costumer!

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Suburban Propane Price Gouging and abuse of contract

If you’re looking for a Propane Provider in the Seattle area, chose ANYONE BUT SUBURBAN PROPANE!

I've finally finished with my three year contract with Suburban Propane. From the very first time I called to have my tank filled I was charged $5.99 per gallon. I checked around and found that price was roughly double the going rate. I made this comment to the person at Suburban Propane only to be told that was a "teaser rate" offered by competitors and that rate would go up on the next refill. I tried to cancel their service but was told I was in a contract and could not cancel my service.

Later that first year I received a bill from Suburban Propane for a “pick up” I had allegedly made at their facility. I had never even been to their facilities and certainly don’t have a portable 120 gallon tank or the means to transport it. It took three months and eleven phone calls to resolve the issue. During one of these calls I managed to get the lady who took my call to admit I was paying double their normal rate. My next fill cost me $2.47 per gallon. However, my subsequent filling cost me $5.99 per gallon. It took me three phone calls to resolve that issue. This was the last straw.

I called a competitor, Cenex, and not only did they charge less than half of what Suburban charged but they were extremely polite. Their pricing has never varied more than 5% and in fact has gone down recently. They were extremely sympathetic to my situation and informed me that they pull about ten of Suburban Propane’s tanks per week.

They came to my home, moved Suburban's tank behind my garage so I could wait out my contract and replaced it with their tank. I've waited over a year for my contract to end with Suburban. I called them today to cancel and was told I would be charged $90 for a tank removal charge. Suburban Propane is, by far, the worst company I have ever had to deal with. They actively go out of their way to gouge their customers and take every opportunity to treat them with contempt and use their contract as unfair leverage against their customers. It is my sincere hope that anyone considering signing up with Suburban Propane will chose their competitor instead. Companies like Suburban are parasites and need to cease to exist.

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Update by Brian in Seattle
Feb 16, 2011 9:48 pm EST

A driver for Suburban Propane came to my house today to pick up their tank. We had it stored behind the garage for the last year waiting for our contract to expire. He asked why we were leaving Suburban Propane. I told it was because they were overcharging. He said, “by about double?” He then followed up saying this is what he does all day long and he was now trying to get a job with the competition. I mentioned the $90 cancellation charge we were expecting and he responded it was a common threatening tactic used by his employer and that he doubted I would actually be billed.

Based on my conversation with the driver and with the comments on this and other boards it is clear to me that consumers are waking up to the fact that they are being gouged by Suburban Propane. It is unfortunate that Suburban Propane continues to hold their customers hostage with contracts that lock them into paying exorbitant rates. I guess I'll wait and see if the threatened $90 cancellation charge will actually be billed to me.

If you are in a contract with Suburban, do what I did. Hire the competition and store Suburban Propane’s tank on your property until the contract expires. You will end up paying for the yearly tank rental fee but $60 is significantly less than the additional $250+ over the market rate you pay for just one fill up of one 90 gallon propane tank.

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Dee C
Woodinville, US
Nov 27, 2012 3:51 pm EST

Contacted Suburban Propane (Tacoma is the main office for Woodinville residents) to have their tank removed from my property (they only wanted to fill it during the middle of winter when they had even-more-so inflated their prices, so I got my own tank and I can shop around now - and prefer the honest people at Pacer). I actually had to wait an extra year because they got to the tank before I could lock it and filled it when I didn't want them out (so I had to use it up - it is apparently illegal to transport these tanks with any fuel in them; and they do not buy back fuel). Suburban told me that I must pay $90 to them to pick up their own tank! Funny, just over a year ago they picked up my mother's tank and charged her nothing to do so. Suburban doesn't like to explain themselves and the women in the office get angry when you complain. They were rude and even hung up on me claiming that I was yelling when I questioned them. They wanted to know my mother's name so that they could go after her for the 'forgotten' fee! They are sending me a copy of 'my' contract though it was my daughter-in-law who started service with them, and I have never signed a contract with them (though I guess it is considered a contract because one pays the rental yearly to them). Anyway, I am very disappointed in their shenanigans to say the least.

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Chris F.
Sarasota, US
Feb 17, 2011 6:19 pm EST

Thanks for your update. I bought my home 22 years ago, thus "inherited" this account. I've been just dutifully paying these gas bills all these years. I have personally never signed anything with this company in 22 years. So, I cannot possibly still be under any contract. I do pay the annual tank rental fee of $38, which I just paid last month. The complaints about Suburban Propane are from all over of the country, so I'm guessing that this behavior starts at and probably encouraged/rewarded by their corporate HQ, as opposed to just a couple bad locations. Thanks to the internet, those who know how to use it, are starting to wake up to this companies antics. Were able to read others complaints and check average prices. A 10-15% difference might be justified, ...but "by about double" is totally unacceptable!

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Chris F.
Sarasota, US
Feb 16, 2011 8:33 pm EST

Brian, please let us know how your situation with Suburban Propane turned out. People out here are interested, and need to be informed about companies who operate in such a manner!

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Suburban Propane High costs and unreliability

I am reading all the complaints, and our situation is the same. They keep filling tanks as soon as prices go up and there never seems to be a supervisor available to answer questions. We have 4 tanks, and we were suppose to be locked in at a price, and they never do. I understand you own the tank, after you have had it for atleast five years. Please help me get out of this situation. I would like to use another gas company, but they said I cannot, because they own the own. Any advice would be appreciate.

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Joe Bologna
, US
Feb 26, 2011 8:32 pm EST

I have the same situation...But they Lapsed on the laese and now we own the tank, , , Bye Bye SUBURBAN Propane

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Suburban Propane - their contracts are deceptive scams

agreed to purchase 250 gallons of propane at 2.99 gallon...now they say that I signed a contract that demands that I signed up for automatic refills (to be topped off) thru June of 2011 at market rate per gallon, even if I dont want or need more gas...that I have no choice but have to buy more gas thru june even when i dont use gas but for winter...

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Suburban Propane Price Gouging

Have been a customer of Suburban Propane for about 9 years. Over that time, I'm embarrassed to say I have diligently paid my bills each time while trusting that I was being dealt with in an honest manner by the company.

My last bill, dated November 30, was an astonishing $1690 for a tank fill. I've grown accustomed to large early-season fills, but not of this magnitude. When I looked at the price per gallon of $4.29 it seemed high, and a number of phone calls to others in Boise, Idaho showed prices ranging from $2.35 to $2.55 for route delivery of propane. The Suburban Dealer in a community just over 100 miles away (Twin Falls, ID) is offering the same service for $1.85 per gallon.

When I called their office, they offered to reduce it first to $3.50, then to $2.99. Not much of a reduction.

This is extremely troubling for reasons beyond the obvious of paying so much for the fuel. How many people do as I do--steadfastly pay their bills on time, not knowing that a provider of a service such as heating fuel is applying higher prices arbitrarily?

I told them to come get their tank, while I investigate my rights pertaining to paying for unused fuel.

If you live in Idaho and are being serviced by Suburban Propane, watch your bill carefully and better yet, switch providers.

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Aimless1
boise, US
Aug 31, 2012 9:04 am EDT

Once you are locked into their contract you will get the honor of paying $1.00 to $1.50 per gallon more than any other propane company's customers. Go with V1 or Ed Staub if you want to be treated well and not be price gouged. Oh yeah, no one else makes you sign a contract!

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Suburban Propane Overcharges

This company operates in the southeastern US and I am not sure where else. But I am sure of a few things per my conversations with these people, which are as follows; they are an unregulated industry which means no one from any government agencies watch them to see if they are operating in an ethical manner; as such they are allowed to charge whatever they please for their product; they are basically a legal monopoly; and last but not least, if you use this company beware. Watch your bill and talk to other such companies to find out if you are being overcharged by this one. When you speak to other propane suppliers to ask of their current pricing, you have to tell them that you do not want their introductory rate but the current price of propane that they are charging their current customers. This product does fluctuate in price. But when I investigated my family's charges last winter I found that other companies in the area were charging half as much as this company. Thats right 50% less. The way I see it, people should be warned!

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Suburban Propane UNETHICAL PRACTICES!!!

We purchased a weekend country home a few years ago that had a tank already set up from the previous owners. Being new to gas svc we didn't realize how much we were being abused by this company until we stopped the auto pay and realized that they were refilling once a month. My monthly gas bill was around $800 for a tiny weekend home even in the non winter season. The price of gas at that time was around $2 a gallon. We have a 200 gallon tank... ummmm... Do the math.. When we called them out on it they just talked around the issue and told us they would come check our system for leaks. Surprisingly (HA) no leaks. They refused to do anything about the "missing gas" and our "missing money". I originally thought that the delivery guy might be filling his own tank since there was no room in ours at all during their monthly fills. Then I learned that everyone else in the area avoids them like the plague. Like I said, we have a tiny house that even in the winter we keep the heat at 48* we supplement with wood while we are there. So, for the 10-12 days a month that we were in that home we used 200 gallons of gas in August! After we stopped the auto refill (which took sometime even after the letters from our attorney- the guy just kept coming while we were away, he even told us that we called for a fill once when we pulled up and there he was filling the tank..or maybe he was taking gas out...) We ended up putting up a gate and a lock to keep them out. HOW CRAZY IS IT WHEN YOU HAVE TO BUILD A LOCKED GATE TO KEEP THE PROPANE COMPANY FROM TRYING TO RIP YOU OFF?! The last time we called for a fill they told us the charge would be $5.85 per gallon. (This is late spring btw, not anywhere close to winter or even fall.) The local prices for propane even for a measly 200 gallon tank were at around $2.30 a gallon. We finally got tired of feeling (I could use some pretty awful descriptions here but I'll try to keep it clean) raped by the @#%#*$! Gas company that we switched to a local guy and have been happy with much fatter wallets in this difficult economy ever since. If you are looking at using suburban propane look somewhere else. period. I've never dealt with a company so sneaky and willing to stick it to people the hardest during the hardest times. It's just plain evil.

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MPLaRocco
East Greenbush, US
Sep 09, 2010 2:23 pm EDT

Did Suburban own the tank? I want to get someone else for the same reasons but I think they may own the tank. I'm think of making them prove they own the tank since it's buried on my property.

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Suburban Propane UNETHICAL PRACTICES

SUBURBAN PROPANE IS ONE OF THE WORST COMPANIES I HAVE EVER HAD THE MISFORTUNE TO DEAL WITH. TAR AND FEATHER THE CEO OR WHOEVER IS RESPONSIBLE FOR THEIR UNETHICAL PRICE GOUGING, UNAUTHORIZED CHARGES THAT YOU HAVE BEEN TOLD NOTHING ABOUT, THEIR COMING TO YOUR HOME WHEN YOU ARE NOT THERE TO TELL THEM DO NOT FILL, THE LIST GOES ON AND ON! THEY CHARGED MY POOR MOTHER $1.25 PER GALLON (275 GALLONS) TO PUMP OUT THE GAS AFTER WE TOLD THEM TO COME GET THE TANK AND ALSO CHARGED HER $95.00 ON TOP OF THAT FOR RESTOCK FEE! WHAT WAS THE $1.25 PER GAL FOR YOU CROOKS? DON'T DO ANY BUSINESS WITH THESE PEOPLE IF YOU CAN KEEP FROM IT!

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peterwise
Clearlake Oaks, US
Dec 20, 2012 11:30 pm EST

My Ongoing Problem: promise to come out and service line waited three days and 8 hours no show treated like idiot when I tried to explain that gas flow was inadequate how could three major appliances go out at same time. Partial gas flow only, tried to tell me not paid bill had receipts for all bills paid in full, gas coming it to house but not enough bills being paid etc. then wanted to charge me two hundred dollars to send out tech to check on problem when I complained of inadequate gas flow, weather below freezing out side no heat inside, I am elderly and disabled suffering with the cold. Want to start class action suit or just sue this company for theft of paid service and major monopoly of service in my area with no recourse to decent adequate service as they promise. There fees are outrageous and now they want to charge us to train their employees!( check your recent bill California) prospero5157@sbcglobal.net

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ak#
, US
Nov 30, 2011 8:13 pm EST

this suburban propane is one of the worst propane copany, very poor custoer service, their price is worst usually 75cents to 1 dollar higher than the market price...please dont go with them... they will cheat u...

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Suburban Propane Propane tank

The manager came out today to see what the problem was. He found oil in the regulator and fittings. He installed a presure limit regulator (Think that is wha he called it, at the tank). Now I have the same problem that I started with a week ago, the water heart will not stay lit. After about ten trys and resetting the system it will not lit. So here I am back on the electric back up, thank God for that.
I've called the 800 number again to get some one to fix the problem. I wonder now long it will take this time to get someone out here that can fix the problem.

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Suburban Propane Oil in Propane, Failed to respond, Phone service is bad have to call the 800 get get in touch with them

In the second week of June I was hooked up to a 250 gal propane tank from Suburban Propane out of Longview, WA. Ever sinc ethe hook up of there tank my Water heat has not been heating the water as hot. Then I was having a proplem with the WH staying lit, I was always having to reset to get it to relit. I call a service compnay who came out right a way, as I was having a proplem get in touch with Suburban. After spending $309.70 on Service calls and parts it was determined that the gas regulator had oil on it. When the gas line was removed from the regulator, oil came out. This was the line from the tank, the oil had distroyed the diaframe in the regulator and lit oil get into my system. Was we disconnected the regulator from the house gas line we poured out about a 1/4 cup of oil out of the line.
I was finally able to get in touch with Suburban Propane and was told that the service tech would be sent out to check thing out. Now here we are a week later and no service tech and the problem is resurfacing with the water heat.
I will never use Suburban Propane again.

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old propane guy
Plant Ctiy, US
Aug 20, 2010 8:06 am EDT

Oil in a regulator causing a problem for a residential installation is pretty rare. You said you were hooked up in June. Was the regulator there before, or did Suburban install it? If it was there before, I don't think you can blame Suburban. You should get a definate time when Suburban says they will be out to inspoect. If you can't get satisfaction at the local office, contact the home office. You can do so through their web site. I would have any documentaion available about the oil. If there was a lot of oil in the propane, they would have had numerous complaints. Also, since most all propane companies get their propane from the same source, other companies would have problems also. Usually a problem like this only affects propane used as engine fuel, as any oil would sink to the bottom of the tank, asndpropane for engine fuel is drawn off the bottom of the tank.

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7:46 am EDT
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Suburban Propane Price Gouging/Sleazy Practices

I had used Suburban for over 10 years. I did not realize how overpriced they were for several years but this year was so egregious (4.33/gal vs. 2.03/gal) I decided to get rid of them. They took two months to get rid of tanks and sent me a statement for my credit for gas and then charged me the EXACT amount of my credit for removal fees on tanks. Total scam. Accounting says in contract there is a charge for removal but they just make it up…Horrible company and should fined heavily for abuse.

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JCARD
ROUNDHILL, US
Aug 05, 2010 12:05 pm EDT
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THIS COMPANY SHOULD BE RUN OUT OF THE UNITED STATES! THEY TAKE ADVANTAGE OF EVERYONE NO ONE IS EXEMPT! UNETHICAL! EVERYONE OF THE CEO'S NEED TO BE OILED DOWN AND FEATHERED!

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JCARD
ROUNDHILL, US
Aug 05, 2010 11:58 am EDT
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MY MOTHER HAS BEEN WITH THIS COMPANY FOR 5 OR 6 YEARS. SINCE I BECAME POWER OF ATTORNEY FOR HER I SWITCHED HER. SHE WAS PAYING $4.49 A GALLON PLUS $60.00 TANK RENTAL. I HAD THEM TO COME AND REMOVE THE TANK AND THEY ARE CHARGING HER $1.25 PUMP FEE PER GALLON FOR GAS SHE ALREADY PAID FOR! I SAID OK AND ASKED WHEN SHE WOULD GET HER CREDIT AND THEY SAID TWO WEEKS! ANYTHING TO GET AWAY FROM THESE PRICE GOUGERS!

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5:58 pm EDT
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Suburban Propane Overpriced, bad customer service and bad maintenance

I moved into a new rental three months ago. I share a metered tank with another tenant on property. I noticed the bills were very high ($4.56 gallon metered + around $15month in added fees). This tank I confirmed was built in 1950s, the meters are from 1986 (Dept of Weights and Measure has been notified) and the lines from tank to building were very shallow in the ground, and some propane lines were exposed and sticking out of the ground. Even if the tank was "re-certified" as they claim, it looked terrible even if it was "safe." Also, the tank was sliding down a hill gradually over time and Suburban had to be notified about this to come fix it. I am having trouble getting my account credit and deposit back in a timely manner; also, I am having trouble getting them to come pick up their tank and equipment in a timely manner. What's more, their customer service reps usually tell me different things and some even lie, such as after I switched services telling me they would have worked with me on the pricing - but, that's not true, as they never previously offered to budge from $4.56gallon metered. I found a new propane company that charges me $2.50gallon metered and only $4month in any added fees. The new company properly installed everything (legal meters, low dug lines, new tank, etc.) and their tank looks very presentable (and the Suburban tank was far from presentable).

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ChazzMannn
Southfield, US
Jul 14, 2010 6:48 pm EDT
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Sounds like a job for the 6 o'clock news folks at your local TV station. If it looks ugly, they'll get it on video. Just mentioning that you're about to do that may light a fire under Suburban (no pun intended).

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12:03 am EDT
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Suburban Propane refusal to end service

We had 3 years of service with Surburban Propane and every transaction was a nightmare of deceit and scamming on their part. We finally got another propane supplier to furnish us with service and are happy with this. When new supplier set up their tank for our service they had to move Suburban's tank out of way so i had them set it in our parking area where it would be convenient for suburban to pick up. Now, Suburban just refuses to pick up tank and we've had inconvenience of it setting in our parking area for 5 weeks now and it is totally in our way. Is there something that I can do to get this remove. This is just another example of Suburban Propanes horrible behavior.
Thanks
Tom Hayes

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Brian in Seattle
Seattle, US
Feb 11, 2011 5:17 pm EST
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I've finally finished with my three year contract with Suburban Propane. From the very first time I called to have my tank filled I was charged $5.99 per gallon. I checked around and found that price was roughly double the going rate. I made this comment to the person at Suburban Propane only to be told that was a "teaser rate" offered by competitors and that rate would go up on the next refill. I tried to cancel their service but was told I was in a contract and could not cancel my service.

Later that first year I received a bill from Suburban Propane for a “pick up” I had allegedly made at their facility. I had never even been to their facilities and certainly don’t have a portable 120 gallon tank or the means to transport it. It took three months and eleven phone calls to resolve the issue. During one of these calls I managed to get the lady who took my call to admit I was paying double their normal rate. My next fill cost me $2.47 per gallon. However, my subsequent filling cost me $5.99 per gallon. It took me three phone calls to resolve that issue. This was the last straw.

I called a competitor, Cenex, and not only did they charge less than half of what Suburban charged but they were extremely polite. Their pricing has never varied more than 5% and in fact has gone down recently. They were extremely sympathetic to my situation and informed me that they pull about ten of Suburban Propane’s tanks per week.

They came to my home, moved Suburban's tank behind my garage so I could wait out my contract and replaced it with their tank. I've waited over a year for my contract to end with Suburban. I called them today to cancel and was told I would be charged $90 for a tank removal charge. Suburban Propane is, by far, the worst company I have ever had to deal with. They actively go out of their way to gouge their customers and take every opportunity to treat them with contempt and use their contract as unfair leverage against their customers. It is my sincere hope that anyone considering signing up with Suburban Propane will chose their competitor instead. Companies like Suburban are parasites and need to cease to exist.

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1:33 pm EDT
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Suburban Propane Price Overcharging

On 07-06-09, I received a delivery of 48.2 gal of propane for $4.3990 per gal.

On 10-26-09, I received a delivery of 6.4 gal. of propane for $4.51190 per gal.

On 11-14-09 I received an invoice for $72.00 for a tank rental charge without prior notice. I have had the tank for over ten years from a previous company.

On 12-24-09 After questioning them, they lowered it to $38.88.

On 01-23-2010 I received a delivery of 28.9 gal. of propane for $5.9190 per gal.

These prices were several dollars higher than the market rate for that time.

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Suburban Propane contacts

Phone numbers

1800 776 7263 +1 (973) 503-9252 More phone numbers

Website

www.suburbanpropane.com

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