Anonymous
map-marker Lake Stevens, Washington

Bad Customer Service and Price Gouging

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The office off of Machias Rd in Snohomish was nice until I signed a contract with them and after that they treat you very disresptectully over the phone. There is only two propane companies that service trailers in this area and I picked the wrong *** one. I signed up in August had to pay a standard setup fee 125.00. I waited til the end of August to fill up my tank. I called mid August and was told to fill up my tank at the going rate would be $80.00. I fill up and they bill on my doorstep said $145.00! WTF! How can it charges go up $65 more dollars!. Then they sent me the setup fee bill and that wonderful bill $145. It was the first of the month I just paid the setup fee. They sent me a bill for the fill up with a *** late fee. I am a security guard my paycheck is gone after I pay the rent, so they put me on the budget plan, how sweet of them. They took off the late fee. They told me I would have automatic refill every month. I told them I worked 3rd shift and do not want to be woken up in the morning. They came the first time when I got charged $145 the a second a month latter in the *** morning! I called a week before and told them my tank was full, since the weather was warm and they still came in the morning and woke me up. The driver told me they deliver between 4:30 in the morning to noon, who the *** wants to be bothered at those hours! I had a flag on my account explaining I work third the drive came any way. I called the main office the only option, it now October they either come at their discretion, which is in the *** morning, or pull my tank. I would have to be without heat in the mountains 43 degrees at night get another inspection and pay for another tank installation with another company, which I can't afford. I now get to put up with their rudeness for the next three *** years waking me up in the morning. What a bunch of ***! I don't know what the other company like, but I wish I went with them. I told them the second time I did not need fuel and told her (Tammy) my tank was 90% full, she said no in a condescending tone that not right you have 60% will send a truck out. I read the *** dail as I was on the phone even my landlady read it. They loud *** truck came out woke me up and low and behold the *** drive said my tank was full! IDIOTS! I HATE YOU SURBURBAN PROPANE! At least Jessie James had a *** gun when he robbed people! *** OFF!
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Loss:
$300
Reason of review:
Poor customer service
1 comment
Guest

Just lock your tank and put a note on the tank telling the driver your instruction's the driver is more likely to do what you say . if you talk to someone at the propane company be sure to record the call and after tell them that have been declared.

All the people that are customers should record all conversation's .

we should stat aclassaction law suit. I'm sure they will listen to us as a group.

Anonymous
map-marker Durham, North Carolina

Worst customer service ever

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Do NOT sign a contract with this company. I acquired a contract with this company in Durham NC when I bought my house 10 years ago. Over the years I had small issues here and there but not enough to go through the hassle of switching since I had a rented buried tank. It all started over a year ago. I was on a equal payment plan. In November I got my end of year reconciliation bill and it was over $2000. I went online and created my online account and found they had billed me for almost 750 gallons of fuel back in Feb. I only have a 500 gallon tank. I had to do the research and point out their error. They billed me for my delivery and someone else's. It took weeks to get to accept the problem and offer a solution. This is when it gets ugly. Turns out the only number on the portal that is a real number is the number of gallons. The prices and other fees are not the same as what is in their internal system but that is what they go by period. They could not explain that if the two systems used different pricing how could they both show the same balance due. After months of fighting and weeks of no response I filed a complaint with the BBB. Within 24 hours I got a call back but it was the same old line. I got fed up and said I would pay the amount they said but wanted them gone. They submitted a response to the BBB that the problem was resolved and I was a happy customer and going to continue using them. All lies. They are now going to charge me to remove their tank plus pay a penalty for any fuel left in the tank as a recovery fee. I tried to buy the tank and they refused to sell it. They also will not transfer(swap) with another company. I have called 6 other companies and they all will swap tanks with other companies or sell me their tank if I want it. STAY AWAY FROM THIS COMPANY!
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Pros:
  • Out of my life forever
  • When i cancelled my service
Cons:
  • Billing
  • Lies
  • Customer service
Reason of review:
Pricing issue
Anonymous
map-marker Houston, Texas

Review in Utility category from Houston, Texas

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This company sucks dont care about customers and they rip off everybody especially if you rent a tank with them. I got propane 6 month's ago at $2 a gallon which was $209.00 for 100 gallons then i called on nov 9th 2015 to get 100 gallons and they charged me $2.78 a gallon and 100 gallons was $287.52 then they tell me they will be here with on 5 days i dont think so i paid for that when i ordered and there going to tell me to wait bull *** companys you rent your tank from know you have to buy from them and this is what they do.

They suck dont use them if you dont have to. Bad Business.

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Reason of review:
Poor customer service
Anonymous
map-marker Blacklick, Ohio

Predatory Price Gouging

I had my 100 gallon Suburban owned propane tank filled and was charged $3.89 per gallon, which seemed really high. I went online to see what the national average was and it was around $2.30 gallon. I asked my neighbor and he said he was locked in at $1.79 with a contract with another company. I do not have any contract because I am only heating a garage.

So, I called Suburban for an explanation and they said I was low usage customer and that was why the high price. However, if I call them next July, I could probably get a rate around $1.79 gallon for a one year contract. I only get a fill about once a year, so they basically doubled the price on me.

Suburban recently bought out Ohio Gas, who I have done business with the past 13 years without any issues being a “low usage” customer. What a rip-off and as soon as I use my $400 of golden propane, I plan to have them pick up the tank and say so-long”. I am also going to file a complaint with the Ohio Attorney General office!

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Reason of review:
Pricing issue
Anonymous
map-marker Ocean View, New Jersey

HORRIBLE

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They took it upon themselves to fill my propane tank without authorization and now 3 months later they still do nothing to resolve it. They also are trying to bill me for late fees. Wait, Suburban unauthorized fills my tank, Matt the manager for the So Jersey office is aware of this, and they try to get additional money for their screw up? Wow. Today they offered a solution that would end up costing me more money....WTF really? I just called the main office for which the local office claimed they didn't know the number...their employees should try the internet I found it in 1 minute. UGH. Had to leave a message, what a shock huh. Lets see if someone calls back. If they don't certified letters will be being sent weekly until they fix this issue. I will find another way to provide propane to my property if they do not resolve this, they most certainly ARE NOT the only solution!!
View full review
Loss:
$36
Cons:
  • Being over charged
  • Billing
Reason of review:
unauthorized delivery and billing

Preferred solution: Do not bill me until April of 2016 for the propane that at that time I would call to have filled, which would equal $24.14.

Anonymous

Ripoff, Poor Service, Shop Around!

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When we bought our home we had propane tanks on the property. We used that company for 6 years and were very happy. Then Suburban Propane bought them out about 2-3 years ago.

When they took over the charges for propane increased substantially. I called to find out if they had mistaken us for a cooking customer instead of a central heat customer. Suburban also has a $5.00 per delivery surcharge tacked on! This past winter (2014-****) Suburban was charging over $5.00 a gallon for propane in Maine. When I complained about it costing nearly $1,000 to get fuel to my coworker, she shared that her propane was only $2.29 a gallon AND from a place located in our town.

The ladies who answer the phone are cheerful and put through delivery orders just fine. BUT BEWARE if you chose to have a COD account. I religiously called in every time my tanks read 30%. I would tell them my tanks read 30% and that I'd like a delivery the next time they were in town. I'd give my card info and they were supposed to charge me at the time of delivery for actual amount of propane received. That's not what happened with my last delivery. They charged me 10 days BEFORE my delivery arrived and overcharged me by $180!

I asked for a refund to my card of the $180 and was told NO. I was told it would be maintained as a credit to my account. So I left it on my account as a credit until I called and asked to cancel my service.

When I called to cancel my service I was asked why. I explained why. The lady I talked to (she was very kind) tried her hardest to keep me as a customer. She was "shocked" that their prices were so much more than other companies. She wanted me to agree to put off the cancellation until after she looked into the prices- she clearly thought I was a liar. I said no. I said I wanted the tanks gone ASAP....and ASAP happens to be "I am not sure. We have technicians in your area next week, but it might not be until the week after."

When I set up my new account at a local place the woman I was speaking with asked me where I was switching from and I told her Suburban Propane. She said "I could tell you our most expensive price bracket and it would still be significantly less than theirs." Their most expensive bracket is for cooking customers who use 100 gallons or less per year and that price was still less than $3.80 a gallon. I got locked in to $1.979 a gallon until the start of heating season. Even with a $98 per tank delivery/installation fee for my new tanks, it will still cost almost $400 less to have 2 full propane tanks than it would for me to get a fill with Suburban.

As far as my $180? I have to wait 10 business days for a check to be mailed (I paid with my debit card in MARCH, but they can't refund to my card in JULY?). It's going to be sent payable to my maiden name so who knows if I can even cash it? They refused to change the name on my account or write the check to my husband. When I asked why the lady couldn't change my name she said they don't do that with cancellation orders. So don't change your name BEFORE you cancel your service....

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Pros:
  • Nice ladies who answer the phone
Cons:
  • Length of time from order to delivery
  • Refund policy
  • Cost
Reason of review:
Pricing issue
Zakeria Cvk
map-marker Pattersonville, New York

Rip off

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I bought my home and it had propane tanks issued by suburban propain (not a typo, its my nickname for them). I noticed the tanks had a lock on them. So I contacted suburban propain and they sold me when they explained how much money I would be saving as a new customer. That was the only savings, which I might add that the "savings" was still above the local average. As a brand new propane customer, I didn't realize how much suburban was price gouging me. I was getting refilled every 3-4 weeks at about 120-130 gallons per refill at $3.65 per gallon. Yes, do the math...every 3-4 weeks I was paying in upward of $400-$450. Now, I am in the process of getting hooked up with a new outfit who offers a large enough tank (500gal) that I can fill up 3-4 times per heating season at $.65/gal. Thats around $1,200-$1,300 or so per heating season, compared to $3,600 with suburban propain. Now these are all varied rates so the price might even be a little less, but more than likely it would be even more. The fact that you pay for the fuel and then decide that you are unsatisfied, and they charge you to empty the tanks of fuel that they will end up price gouging another customer for, is simply ridiculous. They own a large wedge of the propane market and punish you for wanting their services.
View full review
Loss:
$7500
Pros:
  • When i cancelled my service
Cons:
  • Lack of resolve when i called tocancel
  • Felt trapped when i seen full tanks on my new property
  • Tank rental fee
Reason of review:
Pricing issue

Preferred solution: To warn others of their pricing up front and even offer a comparison to other local competitors (similar to progressive insurances tactic).

Anonymous
map-marker Las Vegas, Nevada

Unethical company-horrible service!!!

Ran out of propane and as told I had to buy a minimum of 50 gallons at my trailer. I was also told that because it was empty, I would have to pay $50.00 to check to see if the rented tank has leaks. Because I only use propane for my gas stove, I stopped all service-I have been waiting almost two months for the refund on the tank refund which has been "in the Mail" They also told me that I would have to pay to get hornet's nest out of tank-it is their tank, not mine!!!

View full review
Loss:
$60
Cons:
  • Mean people at corporate office
  • Refund policy
Reason of review:
Poor customer service

Preferred solution: Full refund

1 comment
Guest

Again, you were a "will call" customer which means it's your responsibility to check the level and schl. deliveries before the tank runs out.

The leak test you are talking about is to test your trailers gas pipes and fixtures for leaks and this is also stated in your contract for "gas run outs" I don't agree or disagree with this co. but you must read the contract before signing you can't blame anybody but yourself.

Anonymous

Worst experience ever

I thought I would post a story about my worst customer service experience ever and it involved Suburban Propane. I contacted them a month ago about possibly getting propane from them as I own my own tank. After getting the necessary paperwork taken care of they scheduled a technician to come out and and make sure everything was OK to deliver. After taking a day off for work the technician never came that day. I had to call periodically to get different excuses why he wasn't there yet. Every time up to this point if I could get through to a person there they would put me on hold for 15 minutes while they went and checked on something but 90 percent of the time if I called it just went to an answering service to take a message without call back. He finally showed 2 weeks later without notice as I was leaving my house. I explained to him how horrendous their service was and that I didn't want propane at this time due to the bad experience plus other dealers were now 15% cheaper. I had a panic attack after speaking to him that they might come out and deliver so I called and got their answering service and told them not to come. I then contacted my account rep at Suburban Propane on Monday and told her not to deliver under any circumstances. 4 days later I get a slip that they delivered 600 gallons. I know based on my tank reading they were off on their number of gallons. I then called over 30 times before finally getting to speak to a live person instead of their answering service. She apologized for the error and would give it to me at a reduced rate. I explained all the problems I had with them and she offered to come pump out the propane. I asked before they come pump out the propane what was their reduced rate. She quoted me 40 cents a gallon HIGHER than their slip which was already higher than their quoted price. Needless to say I told them to come take their propane when we are there so we can monitor how much they take as they seem to have issues reading meters. So everyone beware of Suburban Propane.
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Reason of review:
Poor customer service
Anonymous
map-marker Opelika, Alabama

Poor customer service

Surburban Propane purchased a smaller company Dowdle gas in east Alabama. I had dealt with Dowdle for ten years without ever having a single problem. The customer service and consistent delivery drivers at Surburban has been horrible. They can never find my farm and when they do they don't have the key. The drivers themselves are nice individuals but the overall management is terrible I have cancelled my service and switched to a small independent company again. Dr. J. Gary Bridges
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Reason of review:
Poor customer service
Anonymous
map-marker Salinas, California

CHARGED FOR MORE GAS THAN WE NEEDED!!

FIRST OF ALL WE HAD OUR OWN TANK THAT WAS REALLY OLD..i CALLED SUBURBAN PROPANE TO COME AND GIVE US A NEW TANK, OK SO THEY CAME OUT AND HOOKED UP OUR OLD TANK TO THE NEW ONE AND SAID WHEN YOU RUN OUT OF GAS TURN OFF YOUR OLD TANK AND OPEN THE NEW ONE..OK..SO WE DID..THEN OF COURSE EVERYONE CALLS WHEN YOUR AT 20%..OK SO WE DID..WE HAD TO TANKS THAT THEY GAVE US CAUSE OUR TANK WAS A LARGER ONE, WELL IN THE MEAN TIME THEY WERE SUPPOSE TO COME UNHOOK THE TANKS,BUT THEY DIDNT..SO OK HERES THE KICKER,THE DELIVERY GUY FILLED OUR OLD TANK UP AGAIN.. NOT WHAT I ORDERED..SO I CALLED THE OFFICE AND THE LADY SAID OH WE DROPPED THE BALL..OK..WELL TAKE CARE OF THE ISSUE,WELL THEY DROPPED THE FEE FROM THE ORIGINAL GAS PRICE TO A LOWER ONE..OK FINE WITH ME...BUT THEY CHARGED US WITH THE AMOUNT IN OUR TANK THAT WAS OVER THE ANOUNT IN OUR TANK..SO HERE WE HAVE A FEE OF 535.02 COMPARE TO 332.74..I EVEN TALKE TO THE DRIVER AND THE OFFICE MANGER WHO STILL DID NOT SEE WHAT THE DEAL WAS..HEY DIP ***...CORRECT THE THING..SO NOW WE HAVE A BIG OLE BILL THAT WE CAN NOT AFFORD..VERY UNHAPPY CUSTOMER...IM CANCELLING MY SERVICE...
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Loss:
$202
Cons:
  • How i was treated
  • How they handled things
Reason of review:
Problems with payment

Preferred solution: Price reduction

Anonymous
map-marker Liverpool, New York

NOT...drinking the Surburban coolaide

I worked for this company for a while until something else came in. It was a terrible place to work. They ignore FMLA! If you take to off, because you or a child are ill, you receive, "Negative points" that will keep you from being promoted and they will, "Consul" on your work ethic's. They watch you, and the person watching YOU, it's like Las Vegas, every one is watching the person under them. The pay is not at ALL inline with the job description, you would make better money, bagging groceries. The work atmosphere is cramped, noisy, unprofessional, and HOT as ***. The software, they use is way out of date, the office is dirty and don't dare run to the bath room if it's not your break time, which they schedule, or you might not be considered for a promotion. No two people agree on ANYTHING, and they change company policy....EVERYDAY. HONESTALY, working in an ER, is less stressful. *****don't work for this company*****
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Anonymous
map-marker San Leandro, California

Suburban Propane Service Review from San Leandro, California

I was astonished at the lack of service. I called many times trying to get a delivery of a full tank out to my home with an already existing Suburban tank at my house. Over a 5 day period, I was given 6 different price quotes and the rudest customer service EVER. In fact that is the only thing the Turlock Ca. Office was consistent with -their attitude. They refused to tell me what their price per gallon was. They even called the owners of the home I rent and gave them COMPLETELY FALSE information. Thank goodness I was standing with them when she called and was able to show them the emails Suburban propane Giselle had sent me, proving her a liar. Unreal. My quotes for a full tank were as follows- $280, $448, $557, back to $300, $547, all the way up to $650!!!!!! Well I solved that and helped them with the confusion, called JS WEST and had a new tank, great prices, knowledgeable people, and excellent customer service in a matter of two days!!!! I am up and running and HAPPY with my new service. I recommend JS WEST to everyone!
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Reason of review:
Pricing issue
Veatrice Pyh
map-marker Black River Falls, Wisconsin

Charged outrageous prices for fuel I didn't get

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Suburban Propane claims they delivered 396 gals in January and another 217 gals in February along with 375 gals originally in late November.(B.S.) For this I owe almost $3000 for 987 gals in 3 months. We are retired, disabled and on Social Security.

We had our home winterized by Western Dairyland. They filled all the walls and the ceiling with insulation. We have R90 in our home. We keep the thermostat on 65 all winter long.

Because I don't want to pay $300 a month all year long, they came and locked my propane so I don't have hot water.

An 8000 btu air conditioner in the back bedroom cools my entire house when its 95 degrees outside.My granddaughter told me they paid .99 cents for their fuel and the national average price is about $1.67 a gal. I paid way over a dollar a gallon more than that for fuel I didn't get

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Loss:
$1000
Reason of review:
Problem with delivery

Preferred solution: I want them to come and take their tank off my property

1 comment
Guest

If your from the Northern U.S. you will know the average temperature last year in January and Feburary was just about 5 degrees minus the wind chill.

My house in New York burned 2300 gallons in two and a half months.

I hope you got this cleared up.

Anonymous
map-marker Tampa, Florida

Suburban Propane Service Review

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Currently have been without heat and hot water because I paid a past due bill and they closed my account and said in order to spend another one I need to pay a 500$ deposit, but yet I owe them no money. I have kids.
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Reason of review:
Pricing issue
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