Suburban PropaneReviews of suburbanpropane.com

Ordered and paid for gas and was promised a feb. 2nd delivery.No one showed. repeated calls have lead to repeated empty promises.

I will start with what happened last winter. We were without heat for two weeks. We live in the higher mountains and our driveway is steep. We did have snow during this time. I personally hand shoveled the entire driveway and salted it so the truck could get up, but the driver said he could not get up. This was not true. The driveway was completely clear. So I was told they would be back in a few days. Still no truck. Then we got more snow. So had to clear the driveway again. Finally after two weeks without heat, we got our propane. Fast forward to today. Our tank was down to 25%. I called on Jan 20th to order, was told it would be delivered by the middle of the following week. On Tuesday of the following week, I called to make sure it was going to be delivered. I was then told it would be delivered that Thursday. I got home Thursday evening, no delivery. So I called and was told sorry they must be running behind. I told her we were expecting snow by Friday evening. She said she would make note of it. On Friday morning I get a call from the local office and was told it usually take 14 days for delivery. Remind you that's not what I was told when I ordered. So here I am today with a good 8" of snow, the tank is down to 19%. I have it turned down low and having to run a space heater. Praying it doesnt run out. This is totally unacceptable. Not to mention their prices are higher than others. We can't have the tank removed because of were it's at. We wanted to buy it from them and was told we couldn't. So we're stuck with this company that needs to very desperately needs to make changes to better serve their customers.

On Jan 7, 2022 I called Oakhurst office as I live in Mariposa to make a complaint about driver I just saw drive by my window talking on cell phone which he was holding to his ear with his right hand while attempting to put on his glasses with his left hand. The lady who answered the phone started arguing with me, I said "what is your bosses name and phone number" she hung up the phone. I called another CUSTOMER SERVICE NUMBER I found on line this person was polite, I reminded her that it said "all calls are recorded" so they could listen to my call. She said she would check in to it and someone would call me back. It has been 3 weeks NO ONE CALLED ME BACK??

Poor customer service, they keep calling for a payment even when I am using the monthly budget payment plan service. If you log in to a Suburbane account and select enroll now in Budget Payment Plan the web site suggested I call customer service but gave me the number for a medical alert device company. I especially don't suggest using the budget payment plan service. There is a bad disconect between the local office and corporate. I will probably keep renting my tank from them but have another company fill the tank.

I have been a long-time loyal customer of Suburban Propane for 35 years, since 1995 (Suburban Propane's records state as far as they can go back). At the time, they were charging me $4.08 a gallon for propane. I have paid them a total of $39, 573.74 from 2001 to present time, (this amount came from them, they mailed me 18 pages of my account that I asked for) and over $50,000.00 total in the last 35 years. My heater stopped working on November 22, 2021, so I called Suburban Propane for a technician and was told by them that they would not be able to get a technician out until January 20, 2022. That is how you treat a loyal, dedicated customer? I have also complained to Dominique (manager) at least three times concerning high gas prices and was supposed to get back with me and failed to do so. After this incident, I checked around with five gas companies in the area and Suburban Propane was extremely higher than all the other companies (They were off the chain). When I called them to cancel my service, I was told that I had to pay them $85.00 to come and get the tank. I also had 163 gallons of propane in the tank that had already been paid for and I would be charged 95 cents a gallon to have them pump (163 gallons) it out of their tank. After paying them all this money, I was appalled that I was being treated with such lack of concern, so I contacted Area 2 office in Eldersburg, Md and asked to speak with Art Tate, he was busy on another call so I spoke with Ben. I was told by him that I will look into your concern and get right back with you, it has been 6 days and I have heard from NO ONE. POOR CUSTOMER SERVICE!!! SUBURBAN PROPANE does not care about their loyal, dedicated customers, I had to leave them and go with SHARP who has already sent me a thank you card for choosing their company. Suburban Propane, I can see why you are loosing customers and you will continue to loose customers with your poor customer service and lack of concern for your customers (look at all the money I PAID YOU). DO NOT DEAL WITH SUBURBAN PROPANE! WORST COMPANY EVER! YOU have lost a GREAT, LOYAL, & DEDICATED CUSTOMER and SHARP ENERGY has GAINED a GREAT, LOYAL, & DEDICATED CUSTOMER!!!

I talked on the phone about fixing my heating problem and they said okay they can help me to fix it. After technician showed up they charged me $150 for service call and couldn't fix the problem ! Big scam .

If I could give them a negative number I would. Earlier in 2021 I called to get my tank filled. Imagine my surprise when they charged me $6.45/gal. and claimed this was the "prevailing price". $3,000 plus dollars later, I decided to switch my gas water heater to electric. At that point, my propane tank was 85% full and the only remaining item needing propane was a space heater in the garage which is turned off and never has been in service for the five years I've lived at the home. Sold the home in Sept. Today I got another bill from Suburban. $314 for a "close out fee" and a "restocking fee". Huh? They are charging me for closing my account and presumably removing the propane I paid for. These people are crooks.

Absolutely do NOT go with this company. In November 2020 I had a propane tank installed in our first home we’ve ever purchased. About a month after installation our family of 4 started to get very sick continually during the holidays. The fireplace was covered in soot, so much so that I had to clean the glass everyday. We bought a plug in carbon monoxide detector for downstairs, and low and behold we were all getting sick because of the propane. I attempted to email the original technician in December of 2020, and received an out of office reply stating they wouldn’t be back in office until June 2021. Prior to the installation there was no inspection done by the company. I specifically stated that our home did not have natural gas lines, but that I had no verification of the prior owners had used the fireplace. We unhooked the propane and we waited… I requested assistance from the company, and received no customer service. I can only assume a manager asked for their local technicians to contact me through email. Every time I have attempted to call, there’s no answer and no response back. In July I got ahold of Palmetto Propane and the Manager kindly offered to come and inspect. Within 5 seconds of him taking the front of my fireplace off, he knew my fireplace was a natural gas fireplace and the installers never should have installed. I immediately contacted through the email traffic to let them all know this information and again was courtesy copied with direction of someone to get ahold of me. The same day a suburban propane technician arrived and put a hazard tag on my propane tank marked with “logs said to be natural gas” and capped the line. I asked him what would be done about this, because after installing we now have damage to our siding, and our entire fireplace needs professionally cleaned. A week passed and someone called to schedule another consult at our house, but they no call/no showed on us. I then initiated email traffic, but this time requesting a full refund and to have my tank removed from our property, but SPECIFICALLY stated to not remove the tank from our property without reconciling reimbursement or a plan moving forward regarding this. Today I came home from work and our tank was removed from our property without a phone call or email coordination, and no communications of reimbursement etc… LET ALONE the damage that’s been done to our home… if you’re in the Sumter area, save yourself the trouble and avoid Suburban Propane… Palmetto Propane has generously come to our home free of charge to inspect for me, and even offered services to convert our fireplace AND clean it (whichever method we choose to go with). We pay for a service, and we receive none of that… $495.00 for installation, tank rental, and propane for a year, and we used it 30 days and now have probably $1.5K worth of damage- and all we can get from the company is courtesy copied on emails from local technicians who have no ounce of integrity and professionalism to offer. 12/10 would not recommend.