Suburban Propane
reviews and complaints

I have been a customer of suburban propane for almost 5 years now. Our last fill-up was cancelled by myself as the driver pulled in to fill our tanks I said we cannot afford any fuel at this time, he left without complaint or even a word for that matter. My wife and I went shopping the following day, and guess what, the driver had returned, filled our tanks at a rate of $4.249 a gallon and left a bill on our doorknob. I called competitors immediately and found prices at almost $2.00 a gallon cheaper. When I called and complained they were more than happy to adjust my bill, but it leaves me wondering how much they took from me before I complained.

Suburban Propane is charging $4.59/gallon for propane. They say that if you locked in last July, the price would be about $2.00/gallon, but they admitted that they didn't send any information about locking in a price - and don't to customers who haven't locked in previously. They are dishonest and don't care about customers who have been loyal in the past.

Suburban Propane is running a scam! Don't trust them with your business! They lock you into a tank lease contract and price gouge you mercilessly when it's time to refill the tank. When you finally try to leave to a more reasonable propane company, they will hold you hostage With bogus fees, Then will make you wait up to 2 months before coming to get their tank and equipment. If you value your hard earned money, do not do business with Suburban Propane!

After talking with a customer rep, I was able to change my per gallon price substantially. Apparently, the information on file about my propane use was innacurate. As a result of the changes, my price was reduced. Two months later, my rate had almost doubled. When I called they told me they would contact the owner. The plan was to call me back. They never did.

Two years prior, I had two Monitor propane heaters repaired by Suburban propane. After the service had been performed, both heaters overheated and broke down. After they returned they said they could not fix the heaters and they recommended replacement. I asked them if there was any Monitor heater resources available anywhere that could replace parts. They told me there was none in the country, since the company was no longer operating. Their salesman called me two days later to setup a delivery of new heaters. I did a quick internet search and contacted Warmth for Less in Manchester, CT. They were able to arrive that same day and the technician told me that whoever did the calibrations made serious errors that resulted in the damage. This same technician fixed both machines and they continue to perform perfectly - That was more than a year ago.

Update: 1/11/18 I have complained to your management team, and still Suburban Propane refuses to adjust the bill. They offer many reason why my tank is low now and that they smell no propane but they still cannot explain what happened to my missing gas. And the only communication that I get from you is when am I going to pay the bill in full.

This is by far the worst company I've dealt with. The technicians are good the service is horrible. I called them to inform them I had a problem with my tank they filled it 10 days ago and now I'm out of gas. The crazy thing is that we did not use the tank at all, so the tank should be full. I called them and they told me I had no leak so where did the gas go and they did not know. But they were quick to refill my tank and charge me again. As soon as I get finish paying this bill I'm switching companies. And they charge you a $150 to pick up the tanks what a rip-off! Please shop somewhere else!

I have been with Suburban for 5 years. It is always hard to get them out to fill my tank. This year has been really cold and we used more propane that normal. They will not deliver if bad weather but the other local propane company will. I have been trying for three weeks now to get propane. I have always left the check on the tank or on the back door but yesterday they did not show up again. Called customer service to be told there was nobody home so they did not leave propane. I hope I will never have to use Suburban Propane again. They have no customer service that is any help. They now tell me next week before I can get propane.

I have been getting my propane from Suburban for five years this y ear I noticed to fill my tanks it went up $200 extra dollars. I called around and found every other place to be at least 2 dollars cheaper per gallon so I then called them and because I get a heap benefit that said that was the heap price so they couldn't change it. I get heap because I am a single mother and I lost my job when my daughter passed away at 11. The fact they up there prices because people get assistants is wrong. I will be switching as soon as this runs out.

I have been with Suburban Propane for over 10 years .. I was paying for only one fill up a year because I couldn't afford any more .. than I joined HEAP and I did receive more ... I also found out that I could have been on a monthly charge so I wouldn't freeze in the winter ... I have paid up to almost 5 dollars a gallon from them .. then I locked in a rate of 2.29? and I put myself on their monthly budget program .. Now I called them Oct 2017 to come and check out their equipment and tanks because my furnace would not light .. well they sent a man out and he turned my tanks back on ... I had them turned off when I found out my furnace wasn't working ... than he came into my trailer a with a long piece of equipment to light a pilot which I have an automatic one ... than I was sent bill for services (what services) of 89.95 other labor service and tax 6.07 which comes to 96.02.. I can't afford to buy the part my furnace is 22 years old and right now I can't afford a new one .. I live on a fixed income and they know this ... so I just cancelled my account and the woman said they will be out to get their equipment .. I want to know if they are going to charge me for anything ? they did not say I would be charged just that they would p/u their equipment and also I have credit on my account .. so will I get my money back ?

On May 25, 2017 I was charged 4.9090 a gal. In September, 2017 I cancelled my account with Suburban and they told me they will pick up the 2 tanks I had, minus one dollar a gallon for what ever I had left in the tanks. Then I get a restock fee for each tank totaling $162.19. I was a Burnwell customer before Suburban bought them out, so I did not know of any type of restocking fee charge. This is totally wrong, not only paying high prices for propane, but also getting charged for a ridiculous fee like restocking.

Bought 180 gallons, Suburban charged me over $4.50 per gallon despite my local gas station charging $2.50/gal to fill my grill tank. Oh and the rental tank racket means you can't have someone else fill your Suburban tanks. No thanks - returned (almost full) tanks and guess what ? They bought back the Propane for $2.99 a gallon and billed a disco fee that magicly equaled the credit on my account.

Nice people but totally run by shysters who completely know they are ripping people off.

7/14/17 - Suburban driver (Callaway) made delivery to Jacobs Ln. (this lane is just past my lane Benedic. After his delivery, for some reason he decided to come up my lane. Keep in mind there was no reason for a tanker truck to come down my road because no one on Benedic has a big Propane tank, the driver knew what he was doing. Also keep in mind There are very low hanging tree branches hanging out into the road way that didn't seem to bother the driver as he made his way up the hill. He had no problem driving with in the allotted road width, and didn't have an issue with the trees as he made his way past my home and to the next address 474 Benedic. He can to there gate opened it turned around shut there gate as if he had done it many times before. As he started moving forward, he drove his unit into my grass opened his door kicked over one of my split rail post and a rail and started pulling down my tree branches with his hands and a pair of pruners? He did this till he got past my property. Before I could react, he was past my barn and heading to my house. I ran to my house just in time for the driver to flip me off and drive out of sight. I didn't call the Police right away because I had a previous engagement and I wanted to speak to someone a suburban before I did so. I called Suburban Monday 7/17/17 spoke to some one in New York? go figure. Then I called the Police 7/ 17 /17. Cop took our statement and Suburban manager Scott Hall was also present. Scott Hall did nothing to convince me was there to help, more like he was there to cover for his driver. Just one excuse after the other. He was (Peeing down my lag and telling me it was raining) I wasn't buying his lies . Good people do bad things some times, who knows what the reasons are. One thing I wont stand for, and that's a liar. To fix this will have to start with an apology from the driver, and Scott Hall. That's just for starters. What ever the drivers beef is with me, he should at less be man enough to tell me in person, instead of hiding behind Suburban Propane!

Went with Suburban because the previous owners used them. Worst decision I have ever made. Its used for an upstairs in-law apartment that we personally do not use. We told them when they came to test the system that we don't use it very often and we want to be put on will call. They told us that would be no problem. 3 deliveries of less than 20gals of propane and 3 phone calls later they finally put us on will call. We then told them to come get the gas as we refuse to pay for deliveries we didn't need or want, and they tell us there's a pump out charge and a restocking fee. We will not be paying any of these fees and have since contacted the Consumer Protection Bureau of the Attorney Generals Office. I would highly recommend NOT using this company!

I received statements in the mail, as we are a apartment rental complex.
Did not receive the delivery tickets for 3 of the statements for March 2017.
I faxed over to them what I needed a number of times. They just ignore
my faxes. Talking on the phone, doesn't seem they are understanding
what I need. I cannot pay the bills without a matchup of delivery tickets.

Thank You!
Cindy Jones
cindyjones.[protected]@aol.com
[protected]
Comtroller
Bayshore & Venture Rentals, Ltd.

Hello, I have been with Suburban Propane for 3 years. I dont like sounding rude, but due to this being an email, I have to be blunt. The service I have received in the past 3 years is the worst service from any business I have ever dealt with. My bill is wrong every month, and i have to call and get it straight. (every month) I will have negatives on my bill and they always add them. It's a fight every month and it gets very old. This has happened over and over and over. My budget plan went from $70 a month to $266 a month, and im using less propane. I have a bill now for $737 so I called and they said pay it no attention, just pay the $200 that was left on my budget. The collection agency is calling me about the $737 bill and i dont even owe it. I converted to all electric now, cause I dont have time to call and get this stuff fixed every month. Now I want to not renew my contract and told them that I dont need their tank anymore. I have over 70% in tank now and they said they will not refund me my money for whats left in the tank.( It is a 500 gallon tank) I was told when I started my contract, If i ever had tank picked up they would reimburse me for what is left. Now they will not.If you look at my bill, you will see every mess up that they have done, I have copies of all the bills to. I thank you for your time and I hope we can resolve this problem. Account Number [protected] Thanks for your time Crystal Williams

I was a customer with moore propane in washington, nc before they were taken over by surburban propane. I received a bill for $701 for 3 months. They told me the price per gallon went from $ 2.14 to 2.54. I called tidewater propane and their charge was $ 1.99 all year; 2017. I called surburban and cancelled service.

Today I got a closeout bill for $65.00. I do not want to pay because of gouging.

Here in Sanger, California on March 4, 2017 I had a delivery and was charged $3.769/per gallon for 279.5 gallons. Another propane gas company was charging $1.99 pg first time customers then $2.99 pg for the next fill up. I think they should tell us the price per gallon before they can deliver since there is a big discrepancy in price between companies. I would have shop around for comparisons. I am requesting a price change hence a refund. The Suburban Propane Co is located in Fresno, CA

I applied for Heap and received $600 of assistance. Suburban Propane my provider(Cortland NY) called to make a delivery. When I asked for the price/gallon they told me $4.30. I thought this was high so I called EV Propane (Ithaca NY) and they gave me a quote of $2.74/gallon...a significant difference. This company should be audited and reported to the State Attorney General for all the price gouging on the Heap assistance program. This is a criminal offence when you rip off the government.

My husband and I live near Lake Don Pedro, Ca. Recently we ran out of propane. Our tank is located in a spot that is 30 yards from our home and down a steep hill, it can be accessed from another driveway. We both have limited mobility due to knee, and back injuries, and old age, so we have a hard time checking on the tank levels. Previously we would just call if we ran out of propane, and it would be delivered within a couple of days. When this happened a few days ago I called suburban, and they said they could deliver. We always pay up front. I asked what the price would be, and was told $2.79 per gal. The next day we drove the 35 miles to the nearest office(where we always do business) and paid for 100 gal. of propane which came to a whooping $379.00. when I asked why, it was $3.79, i was told it was because we had let the tank run out, and they would have to inspect it. Well our tank has run out before, and never were we charged an extra $1 per gal., of course they hadn't done anything but fill it before either. We are on a limited budget, and cannot afford to pay an extra $1/gal. We canceled service with them, and told them to come out and pick up their tank. We had to arrange for a new one to be set and a new service. After we had finished our other business in town, we went back to the Suburban office just to clarify what had happened, and they said that we were not charged for anything because of our negligence, and that the going rate of $3.79/gal. was what we were quoted. Another lie, we signed with another company with an intro rate of $1.59 and they said after the first fill, the going rate would $2.79/gal. the same rate as the quote from suburban i had gotten on the phone. Something doesn't add up, this suburban office should be investigated for fraud. It is located in Jamestown Ca.

I already had bad experience talking to the branch manager around me and his supervisor. Worst customer service I ever had. You guys charge ridiculous fees and plus worst customer service ever. I just found out it's 150.00 just to remove the tank?! I do not have that amount anywhere in my agreement! This is absolutely ridiculous fee to charge anyone! You guys need to first fix the big problems with the rude people talking to customers. For example I was told by ken the branch manager to call sears and see their prices! This was 2 months ago when I spoke to him and decided to cancel this company asap! Please have someone call me regarding the fee for the removal I no longer want to argue with rude unprofessional people and just need this taken care of. I'm sick of these fees and will no longer use this company.

We were customers of Tru-Gas for 10+ years, Tru-Gas was AMAZING but sold to Suburban Propane a couple years ago. Suburban Propane has the worst customer service ever! When you call, they are rude - you feel like you are wasting their time for their services! When you need a fill, they ask how much you have left and I feel they deliberately don't fill you for weeks - WEEKS - until you run out - then they have all these expatriated charges for running out. I called once when I was at 25% left, and literally run out before they got there to fill me! I had my tank filled and it was almost $5.00 a gallon, and when I called our local competitors it was almost half. When I called Suburban Propane to ask why it was so much - I was told it was because I only use 250 gallons a year so I pay more! We were filled one time, and we were out within 2 months, filled again, out again in two month (mind you we only use 250 gallons a year - this was 500 gallons in 4 months) - I had complained several times that our tank was leaking, I could smell and see it - they finally came and checked and yes it was leaking. They reimbursed us nothing for two full tanks we went through. I emailed them to complain, with MY phone number - and instead call my husbands phone (my phone number is also on the account)! They have extremely aggressive collection department, you have a tank filled and in 14 days your getting delinquent notices, shut off notices and you call them and again extremely rude! They know how terrible they are, as no social media sites are allowed to post reviews on them - how convenient. If you are looking to switch - I would recommend going somewhere else!