Suburban Propane — Overall service and ethics
Their propane tank and services were already at our house when we moved in. We moved in in August of 07 and had the 500 gallon tank filled (to 400 gallons) $1500 in December of 07, in January of 07 we had the tank filled again $1500! I was shocked that the tank was depleted so fast. We have a small house that is about 1100 square feet and use the propane for baseboard heat, stove and hot water tank heater. After a week or so I decided to check the line for leaks. So I went out and checked the line they hooked up to the house and found it was leaking! So I called right away and when the driver came out I showed him the leak. He commented " Oh that is a small leak..you smelled that from inside?" I said "no, obviously I would not be able to smell a leak that is occurring outside the house from inside the house." I told him that our extreme usage was what led me to test the line. He then went into a list of customers that use two taks a month and pay $1000's of dollars. I said my house is 1100 square feet and should not use that much gas, especially since we set the thermostat at 68 degrees. He had no comment on that, he just said he would report the leak and urged me to top off the tank, I said no, and said I was going to wait and see how they responded to the leak. He then asked three more times if I was sure I did not want him to top off the tank, I said affirmatively NO. So I had never heard from Suburban after he left and called them to find out what they were going to do about the leak. The customer service rep said that yes and that the driver with his expert "sense" of the leak ( I guess his eyes and nose are calibrated to detect CFM) said the leak was very small. She then said that they would reimburse me $40!! $40 out of $1500. I said that is crazy and asked her to talk to the manager, the manager then said that that is all they would pay and if I wanted to stop their services they would remove the tank for free . Gee thanks..So I switched to H&H gas who have been awesome! Initially they had to put in a 100 gallon tank next to suburbans because the ground gets soft from January to June. When they fill the 100 gallon tank they can only fill it to 80 gallons, so the little 80 gallon tank lasted me from January to April, I had it refilled in April and it lasted me to October! So I used a total of 160 gallons in 7 months! Mind you that most of those months are mild, but compared to using 400 gallons in one month from Suburban! As of yet Suburban has yet to pick up thier tank, it is still sitting in my yard. I called today as their last pickup date did not happen on the 14th of November. They now tell me the 30th of December, that is what prompted my post here.
I also still have yet to receive my $40 reimbursement !!! I would like to charge them every month for the time their tank has spent on my front lawn. If anyone knows anything I can do to get some retribution, please let me know.