Suburban Propane
reviews and complaints

I have been with Propane for 3.5 years now. We've had several problems but stayed with the company. We bought our home in 2019 in the same town we had a rental. Suburban said they couldn't move our tank for us because it had 50% left in it. However when the new person moved in we would get a reimbursement for the gas whether the new person kept the tank or not. That did not happen. We were also charged double the rental fee, along with state taxes. However in the state of California household propane is non taxable. The officer supervisor refuses to refund our money even though the charges are incorrect and due to their offices mistake. The owe us close to $300. I told them I was going with another company the came out the next day and filled my tank so that I could not change companies. This is truly outrageous!

So for the past 3 years now I go over the same thing with them. Every year at least a couple times I tell them I dont want them making deliveries unless I call them and tell them I need one. And every year they tell me the same thing. We put a note in your file and it shouldnt happen again. Well guess what they did they made a delivery without my authorization when I didnt need one. What a surprise. This companies customer service is a joke. They definently take advantage of you and threaten to turn off your service after you cant pay for deliveries you never wanted or needed in the first place.

I am in Lakeland, Florida. I have been a customer (paying customer) for 14 years. 7 years ago my husband (now X) moved out. I did not realize the account was in his name as the truck would show up and I would pay the bills.

Somehow in September the billing address was changed to his new home. I did not get the bills nor did I get phone calls, emails or any notification I was behind in payment.

Fast forward...I'm selling my house and I need the tank filled for the new owners. I paid the unpaid balance as soon as I was aware and called today to schedule a delivery. I was told by the indignant customer service rep (Joseph) that because the man of the house was no longer living here I needed a new inspection (that I would have to pay for) and a new account before I could get my tank filled. He explained it was policy.

I tried to get him to realize that common sense overrides policy. I have been the paying customer for 14 years regardless of who's name was on the account. I live in the dwelling where the tank resides. And had I just said "Yes...I am the person whose name is on the account" my tank would be full now.

Is this how your company operates? It discriminatory. I asked to speak to a manager and was told they were ALL at lunch and someone would call me. No one has called me. Really?

Late '90s we had an in-ground propane tank installed for a gas stove - new construction. Fill amount is less than 100 gallons. More like 75-80 gallons, so tank is probably 120 gallons. We had a contract and eventually got tired of monthly refills for a few bucks due to little use and bought the tank so that we could get a better refill price and when we needed it. The last refill was 2014 and finally another refill is needed. The problem is that the others companies will not refill because they say it is not within code. I have researched codes from 1998 to 2017 and don't see that it should be an issue IF the tank had been installed correctly. The house was new construction and we relied on both building inspector and Suburban Propane to be professional and install or OK according to code.

It does appear that the in-ground is closer than it should be. I don't know if it is an ASME tank or not. If it is, then it is 2' 7" too close. If it is not ASME then it is 7" too close. WHY would a professional company install a tank against code? We relied on professionals and now we can't get a refill to continue cooking due to what appears to be a code violation on their part.

I do not feel that we, as the homeowners, should be responsible for correcting the situation since both the county building inspector and Suburban Propane signed off on the installation. What sort of recourse is there?

An electric range is not an option! YUCK!

I do not want to go under contract with Suburban as monthly or even yearly deliveries are not needed and they have a tendency to price gouge. Nobody else will deliver. It should not be our responsibility to correct their mistake.

I would like for Suburban Propane to either fill my tan at the average going rate without a contract or better yet, correct the violation or come out and provide proof that they did not violate code when they installed it.

They came and filled my tank and charged me $5.36 a gallon! Price with several other companies were between $2.00 - $3.00 . A couple of months ago I smelled propane and had a leak ... they eventually came out and dig up my yard to fix the leak and left without finishing the mess they made ! I'm a 70 year old man and I had to fill it in ! Then they want me to pay $500.00 ? Please help ! They are ripping there customers off !

This all started back on September 18th of this year when I decided I would use Suburban Propane for our household needs for a new install generator & garage heater. They sent out one person for a site survey and he was a very nice guy and he ended up being my final installer. If I were writting this review based on him you would get a great review but I'm not. So once he was here it took them until 9/28 to get me quote for the generator install. Appointment was set for 11/14 for the generator install.
I contacted them again to get a quote on the heater install because it wasn't on my quote. They sent a second tech for a site survey for the heater install, he came looked it over and left. I believe that date was 10/22. It took them til 11/09 to get me quote for that. There were supposed to do both jobs on 11/14, they showed up and only dropped the tanks and did not install. I called several times, sent emails. We rescheduled for a later day, I took the day off 11/27 and the tech never showed up. Called the next day, they said they would check into it then called back and tried to tell me he was here and took pictures I said if he was here why didn't he do the work, no explanation. He didn't show as I was there all day.Rescheduled again for 12/07 when the work was finally completed. During this the off had quoted n=me $799.95 for the generator and $400 plus for the heater when the tech had told me it would probably be only an additional hour for the heater plus material. So it should have been 4.5 hrs for the generator and the tech had quote an additional hour for the heater then when I got the heater quote the changed the 1.0 hr to 2.5 hrs, now they wanted 6.5 hrs. I had to have it done so I gave them the go ahead. So when they finally did the job t it took 4 hrs & 35 mins. So when i called the next week so see if the were going to readjust their labor qoutes I got nothing but bad customer service. I do have to say they did finally readjuster their labor hours. So I was told I would get my first delivery of propane within a week of the install which was on 12/7 and today is 12/24 and still nothing delivered. I called a week ago and they said they would get it scheduled, I called again today and they first said the install was complete, why isn't complete when I already got my bill and paid it. Again one hand does't know what the other hand is doing. If they hadn'y already dropped off tanks I would have had them come get them. These dates are the closest I can remember. Corporate America has no sympathy for the little guy and it was the little guy that got them there, how quickly they forget.
Customer service has gone down the tubes and I wish I would have know then what I know now because there would be a different name on those tanks beside my garage.

I had my tanks moved in August to have my home painted. The total charge was about $200 but the issue was the service guy left a brass fitting loose. We were only using the propane for an outside generator that had not been needed at the time when we smelled the gas outside. The tech who showed up found the loose fitting using a liquid that created bubbles. Afterward he filled the tanks (83 gallons). I requested the lost propane be compensated for and was told the office manager would be in touch. Instead, I received another bill with a late charge added.

Florida, Tall. Price gouging recent fill up $4.299 a gallon when going rate for our zip code is $2.93 . They also refuse to honor contract and Florida Law to buy out tanks to terminate contract . Manager was mocking me and couldn't understand why we don't want to do business with them any more ... this is after the hurricane as well and had to place numerous calls to get a delivery while I watched many other propane trucks for other business delivering gas and checking on their customers

My name is Tynnetta Overby, my number is [protected], my email address [protected]@yahoo.com. I would like to file a complaint for fraud, price gouging, discrimination, excessive pricing, charging for propane that was not delivered and charging for predictable winters versus actual meter readings. I have paid off my account and spoke to your office manager on Friday 09/14/2018. I was told that I needed to pay another $800.00 to get the service on because she predicts that this will be a bad winter. The service was turned off in February after a payment was made. I was told I cannot make a payment arrangement because to many people have not paid their bill. I asked about the excessive amount being charged and was told by Angela the office manager that it was because we had a cold winter, not because I was using that amount or they read the meter. In February one of you representatives came ou to do a delivery. I asked him how much was he putting in the tank and he stated he did not need to fill the tank because it was already full but I was charged for the delivery. According to your contract every time a delivery is made a receipt should be left at the residence and this never happened. This is illegal and very wrong. Please contact me in reference to this matter. Thank you!

Sept. 2017, hurricane Irma, my in ground propane tank started leaking
Sept. 2017-Dec. 2017, two service visits, multiple phone calls and still unable to use my propane
Dec. 2017- Sick and tired of no one caring that I can't use my propane and no one coming to remove the tank from the ground and replacing it, which is what was decided had to be done. No one ever showed up to do the work. I finally got someone on the phone and told them that I no longer required their services and to come remove their equipment from my property.
Jan. 3 2018- the date that someone was supposed to show up and remove the tank and all the equipment from my property. Shocker-no one showed up.
July 2018- I get a bill for a tank rental
July 6 2018- contact was made via facebook because I can't get my local office to answer the phone. No one ever contacted me despite providing my name, account number, etc.
July 2018-I get another bill with tank rental and late fee

I'm not sure what's going on or if there are even people working in the High Springs Florida office, but if they are they are incompetent. I really don't think I've ever had worse service in my entire life.

Price gouging plain and simple.
Charged us $6.39 per gallon.
When I called, they said oh, you would have received $1.30 off if you purchased in July.

This is BS.

Totally took advantage of my wife. She has a Brain disease and cannot speak.
They increased price over $140 since last delivery for the same amount of propane.

Their explanation is they answer the phones, do safety checks (but they charge additional).
When I called again and again- I got put on hold for a manager who never picked up nor called me back.
These people are total scammers.

Price gouging on propane gas for last three years, unethical practices (doubling the market price) Quantity of gas...no gas used but stated they filled tank. Giving late charge when no bill received. When you call they give different price on gas, what about the people who do not call...they are charged twice the amount. Very sad...Called twice in one day, called back two days later, they say they have no record of you calling...Everyone should be told about the practices being so dishonest. Why are propane companies not regulated on price and practices?

If it was possible to give a company a zero I would and Suburban Propane would be the one that would recieve. I originally signed with Ira Wyman and then he sold out to SP, his rates were fare and I had no complaints, I was told everything would stay the same. Well that is a total lie, they gouged me for over $5 per gallon, when I did not even ask to have it filled, its winter and the place is closed. Then I call to see what they are charging customers and hear it is around $2 per gallon, I asked them why they charged me so much and they said because I did not get it enough. Well I did not ask them to fill the tank in the first place. Now I want them to take the tank and they are charging me another dollar a gallon for restock fees. Worst company ever! I will be sure to tell everyone this. It is very sad how companies like this feel it is ok to victimize the consumer.
I am going to guess they will somehow find a way to keep every penny

I have had Suburban Propane since last summer and I have had nothing but problems with them, and I have no choice but to use them because I live in an apartment complex. First they charge a $500 deposit which is required for all people in my apartment complex, and if you don't have it, you don't get hot water or heat. It's basically a monopoly because we have no choice. Second was when I had the propane turned on in my name, I was charged for 3 days that weren't mine. Then they charged me 16 gallons for 13 days in August for my household which is only 1 adult. So basically they were saying I used 16 gallons of propane in 13 days just to take a hot shower daily. Then when I called to find out why, they said "oh our tech read it wrong, it was 8 gallons", which is weird because I've never had a reading where it was an exact number, it's always been like 5.4 or 10.3, never an exact amount. Then I told them that even 8 gallons seemed unlikely. They ended up waiving that bill (because they got caught). After that I never received a regular bill. Once I didn't get a bill for 7 weeks, then another time I got 2 in one month (which meant I paid service fees twice that month). When I called and asked what their billing/service period was I was told that it "depended on what they had going on and when they could get to me" and that it was "when they could get to it". I'm also now paying $2.93 a gallon, which is a huge spike since I got them, and I was never once informed that there would be an increase in my prices. Suburban Propane price gouges, and steals from people.

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