Suburban Propane
reviews and complaints

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.

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!

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!

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.

If you signed up for the budget, you signed a paper that explains all of this. You did not sign a contract for $83/ month. It is an estimate and since you are a new customer, the amount was a guess. You should know what your balance is since you get a bill for every delivery. If you had a contract with someone and they wanted to cancel before the time period was up, wouldn't you expect them to pay a penalty for early termination? Don't you have a contract with you cell phone that charges an early termination? Maybe you should read what you sign!

Propane pricing unfair, some say
Written by Walt Cook, The Union Democrat February 16, 2010 12:02 pm
Some Tuolumne County residents have discovered it’s “buyer beware” when it comes to propane purchases.

That’s because, unlike electricity and natural gas service, propane isn’t considered a utility in California, meaning suppliers don’t have to justify pricing to the State Public Utilities Commission.

The result can range in prices from $2.50 a gallon to upwards of $5 per gallon. With most home propane tanks ranging from 250 to 500 gallons, that can add up to a lot of money.

Groveland’s Bunny Henningsen found that out earlier this month. While she was away from home, her propane supplier — New Jersey-based Suburban Propane — put 200 gallons in her tank.

She was taken aback when she saw the bill hanging on her door: $1, 030 for 200 gallons. That amounts to $5.14 per gallon. The market rate on the day her tank was filled was $2.99 per gallon.

Henningsen was outraged.

“How many people out there purposely keep their house cold because they can’t afford an extra $2 a gallon? she said. “That’s a horrible thing to do to people in the middle of winter.”

Attempting to modify a pricey home loan and operating a quilt shop in a bad economy, Henningsen had few dollars to spare.

So she called the local Suburban office in Jamestown and complained. As a result, the company lowered her rate to $2.99 per gallon for the fill-up, cutting $432 from the original bill.

Tim Brown, of Sonora, also had a run-in with Suburban. Like Henningsen, on the company’s automatic-fill plan, where a homeowner’s tank is filled without prior notice, he was shocked when he saw his bill. He said he was charged $5 per gallon for 102 gallons after a December fill-up. The market rate for propane at the time in California was $2.89 per gallon.

“I just about flipped out, ” he said. “It’s ridiculous to fill somebody’s tank without notification, stick a bill on their door and expect them to pay up.”

Brown has since canceled his service with Suburban.

“They’re getting their gas back, and I’m not paying a dime, ” he said.

Since most propane tanks are leased by homeowners, canceling service results in the booted propane company picking up its tank, which can cost homeowners up to $100. Some companies, though, have agreements to swap each other’s tanks free of charge.

Various residents in the Sacramento area have levied similar complaints against Suburban, according to published reports.

Suburban gave Henningsen and Brown different reasons for why they were being charged 40 percent more than the going-rate for propane.

Brown said he was told he was paying for “superior service.”

Henningsen, meanwhile, said she was told she was paying a higher rate because she wasn’t using enough propane annually.

“They said it was because I was using less than 400 gallons a year, ” she said.

A call to the local Suburban office in Jamestown this week revealed the company has a tiered pricing system, which, depending on the amount a customer uses annually, can range — as of now — from $2.50 to $5.14 per gallon.

“Nobody else does that, ” said Henningsen, who has been shopping around for a new propane provider.

Indeed, other companies operating in the area claimed they do not used a tiered pricing system. Rates at the other companies — excluding introductory rates — ranged from $2.93 to $3.20 per gallon as of this week.

Suburban spokesman Peter Teshima, based in the company’s New Jersey office, said “a lot goes into pricing.” He declined to comment further on the phone, instead issuing a written statement.

In the statement, Suburban touted its service — including “highly trained” dispatchers who take calls 24 hours a day, and its ability to secure reliable propane supplies from major providers.

Delivery distances, delivery amounts and market rates all come into play when billing customers, according to the statement.

Brown, the owner of a moving and storage company, expressed frustration with politicians for not protecting consumers when it comes to propane prices. He said with various fees and prices going up, the last thing people need is to be hit with an above-market-rate gas bill.

“The regulation factor needs to come in somewhere along the line, ” Brown said.

Henningsen agreed, saying homeowners don’t have the option of suddenly ceasing their use of propane, not when their appliances and central heating systems are powered by the petroleum-based gas.

In that respect, propane is a lot like a utility, she said.

Andrew Kotch of the state Public Utilities Commission described the importance of utility regulation, saying utilities are considered a necessity, so it’s important they aren’t put out of reach for consumers.

“There are not that many around and the competition is less, which could lead to concerns about pricing, ” Kotch said.

Lesley Brown Garland, president and CEO of the California-based Western Propane Gas Association, noted that because there are many propane companies around — several operate in Calaveras and Tuolumne counties alone — propane doesn’t fit the criteria of a utility.

Lawmakers apparently agree, as California has no law regulating propane prices.

Instead, the free market sorts things out, Garland said. If one company is charging too much, other companies are available for consumers to choose from. That’s something Brown and Henningsen have found out.

“This keeps everyone operating as efficiently as possible, ” Garland said.

They sent me a ticket showing that we owe over $475. We called and found out it was just to get our attention to get our tank filled. They charged us at $4.3090 per gallon and the monthly rental fee of ~$103. According the Suburban Propane, the rate is set based on the usage. Basically, they can charge you whatever they want... It's uneithcial!

My current propane charges in Miami, Florida at $5.499 per gallon by Suburban. This is way beyond the going rate.

I have another suburban propane disgruntled customer story. Langhorne Pa. Suburban was told not to fill the tank twice. Contract was good to dec 9th. They came while I was on my honeymoon and filled the tank on Nov. 5th. And capped it stating the house was unoccupied and that its standard procedure. They are trying to charge us 5.00 per gallon for the UN-AUTHORIZED FILL and forcing us to renew our contract. Meanwhile it's dec 6th and they still wont un cap the tank without renewing a contract that they were in violation of in the first place. SCREW THEM. BOYCOTT SUBURBAN.

My community is in Western Loudoun County of Northern Virginia. Our experience with Suburban is identical in most cases and worse in some, that Rebeca Mitchell mentions in her commentary. The bottom-line as I see it, is that Suburban Propane is in gross violation of anti-trust stipulation, defined in the Sherman Act. The Attorney General for the Common of Wealth of Virginia should be actively involved in bringing this discredit to justice and blatant disregard for the law and citizens of Virginia, to justice in court of law. Only the vast amount of money and associated leverage, allows the lobbyist for this firm to continue to rape the citizens of our great state. THIS HAS TO STOP!

Suburban Propane has done virtually the same thing to our family by arbitrarily increasing their rates from as little as $2.39 per gallon to a whopping $5.39 per gallon within a single delivery. They are an enormous corporation with little-to-no ethics with regard to their customers. I had the regional supervisor, Phil Palmeri, on the phone to complain and he promised that he would adjust my bill to reflect $2.00 per gallon and lock that price until July, 2010 - this was heard by a number of people via speakerphone, as I knew that, as a corporate flunkie, he would attempt to be slick with regard to this type of complaint.

When I called to inquire about my bill, I was told that the price had been adjusted to reflect $4.39 per gallon and demanded to speak to Mr. Palmeri, again - he was out of the office. I called a few days later and left a message on his business voice mail, and no return call. I finally tracked him down and confronted him with my complaint and he said (verbatim AND on speakerphone, again), "I would NEVER agree to that amount! NOT EVER!" To which I replied that, perhaps, he had meant that he would allow a two-dollar discount. His immediate response was that I was implying that he was "...a liar..." and I responded by saying that I wasn't calling anyone a liar, but that several witnesses heard him say that he would only charge me $2.00 per gallon and lock that price until July 31, 2010. He finally compomised and promised that my bill would reflect "$2.39 per gallon with a litany of corporate double-speak about seasonal usage, supply and demand, and so forth. I responded by saying that his company was engaging in PRICE GOUGING and that, regardless of the adjustment, I would be reporting his company's practices to the Federal Trade Commission, which I have.

I urge EVERYONE who has experienced price gouging and unethical practices with this (or, any other) corporation to take copious notes, talk on speaker phone with witnesses whenver possible, and to REPORT these issues to the FTC, immediately.

Another issue with this company is alleged "malfunctioning valves." This is either a deliberate ploy, or plain stupidity when the delivery is made and the valve is left open for the gas to dissipate causing the customer to reorder another delivery. Please, please, please...all consumers MUST make themselves aware and take PROACTIVE steps to protect themselves, and their fellow consumers.

i have a 1000 gal. tank with Suburban, it runs my entire house, as we are off the grid and use a propane generator when the solar panels don't get a charge. After 5 years of renting the tank, I would then have ownership of the tank, mind you we spent an average of $6, ooo.00 per year on LP gas. When Suburban decided to fill my tank 800 gallons without my request, I was obligated to pay $2, 400.oo on my account. My account became delinquent, and they came to my house and put a lock on my tank without any prior notification, essentially shutting us down. We slowly paid the balance off in full, as slowly as you can when you depend on LP. We had to then pre-pay, with a minimum delivery of 150 gallons. Consistentlywould receive a bill one week following the delivery, even though we had already paid in full prior to delivery?Their service was always rude and uncooperative, we had been with then for 12 years at two different locations. When I looked into another provider, they gave me an estimate for $2, 000.00 to bring my propane system up to code, Suburban did all my installations, on my newly constructed home, no other gas company would take us on as customers, without the upgrades. We wanted to own the tank which is buried, and have proof of ownership, to purchase for the best price, they said we could buy the tank for$2, 800.00?Oh yeah and by the way, because they had merged with Agway Energy they no longer would release the tank to us after the five years, Our hands were tied, unless we could come up with near 3k, to feed the fat man!We decided to tell Suburban to kiss off, and changed our system up to something more practicle, thanks for the push and the extra $5, 000.00 a year. Suburban, You're losing customers everyday because you're lying, deceitful business people, who get ahead by bullying hard working, honest consumers who feed your greedy souls- I hope you can remedy your situation, you have the opportunity to be a well respected company again. No Regrets leaving you I hope someone steps in and forces regulation on your company, its corrupt.

It does not matter if the tank is under ground, leave it there. Get another supplier to rent you their tank and have it above ground. The new supplier doesn't even have to know! But even if they do so what?
Unhook the plumbing from the underground tank to the house and the new supplier can run another pipe to the house from the new tank.
The problem might be where the hook up is, is it also underground? If it is then hire someone to do some digging. Get rid of Suburban they are super crooks.
I had them and got rid of them, the woman kept telling me, oh yes $4.49 a gallon is a good price. Well it is not, now I get it for $1.85 a gallon, yes much better.

I have a similar situation in NY except that my tank is leased from Suburban but it's above ground. I checked the county average for Propane this afternoon and it was $2.93 -- we just got a fill up of 300 gallons this afternoon and I almost croaked when I saw the bill --- $5.57/gallon! When it was $4.79 right before Xmas, I called and complained -- they lowered it to $3.49 and I requested a check back which they complied with. However, like you, they cannot give an adequate answer as to why they are so much higher above competitors --- I got the whole song and dance about them being available 24/7/365 and having highly trained drivers and technicians === they also pulled that same crap w/ me stating that the other companies must be giving me wrong quotes -- but I know EXACTLY what to ask these other companies and I think the obvious option is to have them come take their tank and I will go with someone else altogether!

I will join the suite as well. I just got my tank filled yesterday and the price was the highest it has ever been, $4.44/gal. I called Suburban to complain about the high price and they offered to lower it to $4.19, BIG DEAL! I called around and found that Main Care Energy's price is $2.67/gal based on the same useage, HOW CAN THE CROOKS AT SUBURBAN get away with this! I also learned that Main Care will come out and dig up Suburban's tank and relpace it with theirs, connect and pressure test the lines, all for $125. The only question is, will Suburban credit me for the propane in the tank, if they do then I'm dropping them! East Greenbush, NY

I started February 2009 to stop the fill ups so I could change companies. They came 2 months early with a fill up. My unrequested fill up last week was $5.11 a gallon.
I will join the suit. Broadalbin, NY

I just got my tank filled today and the price I got was $5.13 a gallon I will join the suit

Let me know if you sue. We'd like to also. We're in NY as well and were just charged 4.46/gallon! They said they would only come down to 3.49/gallon. What crooks!

I live just outside of Saratoga Springs and have dealt with the criminal practices of Suburban Propane for 8 long years. This summer we finally got smart and hooked up to the natural gas line in our neighborhood. Now, I'm trying to get Suburban to dig up their tank and remove it, but they are going to take more money from us before we can be rid of them. Perhaps I will take them to small claims court for the cost of repairing my yard! I can't wait for this nightmare to end!

TDR

Up here in Lake George NY they are charging us $5.62 and other local compettitors are charging $3.25!

I live in Madison County, New York. I was just charged $3.63 a gallon for propane. I have two tanks and for some reason they fill one and then return later to fill the other. I called another distributor and got a price of $2.63. What is up with this company. They do this to me every Winter and when I call they reduce the price. I guess I have had it. Do not do business with these people. They are rip off artists.

The price gouging of this company has caused me and my family outrageous distress over the winter months. My Oil tank is filled once every month and a half for over $750 As I do not have the exact amount of the price per gallon on hand I have found that the local oil companies would have charged me more then $220.oo less for the same amount of fuel.

I am a renter and thus can move, and have made the decision to due so after this summer before the next cold season. I am in a constant battle with disconnect notices and shut-off warning with them as I struggle to keep up with this mortgage payment of oil.

They need to be stopped or regulated as the power company is not to shut the heat down in a family home in Vermont in the middle of winter. They are all thieves.

It's not just happening in New York! I'm in northern California. I was just charged $4.37 per gallon by Suburban Propane in Red Bluff, CA. I checked the per gallon cost with every other provider in the area. Seems their prices range from $2.78 to $2.98! Suburban lowered the price to $3.99. Very big of them.

i had suburban 2 they do that so they can charge 175.00 for an off route delivery i swiched to mohawk 2.20 a gallon suburban ran over my septic line and didnt want to pay for it