Anonymous
map-marker Rochester, New York

Awful Experience

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Bought a camp - the association has an exclusive agreement with Suburban. Took me 3 months to get set up as a new customer (representatives were fired, delayed response, didn't schedule safety check, etc.). Once setup, they billed me for previous fuel that was left in my tank from the Seller and c
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User's recommendation: Don't use propane, and if you must, use any other supplier beyond Suburban

Anonymous
map-marker Portland, Maine

Dirty trashy Managers in Portland Maine and Fryeburg Maine office.

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They both lied about pricing and contract both rude and stupid on the phone real ignorant managers. NO education at ALL!
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Preferred solution: wont do business again

User's recommendation: STAY AWAY, Ignorant managers in Portland Maine

Anonymous
map-marker Seattle, Washington

OVERCHARGING!

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Ive leased a propane tank from Suburban for about 10 years and have consistently been charged unreasonable rateseasily twice what others pay for their propane (often $6 per gallon). Ive finally been able to get a natural gas line run but now have a Suburban bill for the removal of their tank. Highway robbery!
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User's recommendation: Know what you’re getting before signing up!

Tolulope Dqt
map-marker Mumbai, Maharashtra

I am unable to speak to customer care i called on 0226170****

I have done my covid test yesterday but no reports have come yet.i need my reports as soon as possible. I have done it yesterday at 11.30 & neither I have received my payment receipt
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Preferred solution: My reports

Joshua D Too

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Verified Reviewer
| map-marker Straban, Pennsylvania

Horrible Company

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Quite possibly the worst company I have ever done business with. There is a reason they have a 1 star average based on over 100 customer reviews.

About 7 years ago, inherited a new tank through a home purchase.

Long story short, someone at my local office didnt do their job, so they came out to my house the day after I moved in and shut off and locked out the tank in the middle of February. My pregnant wife and I were without heat. It took over an hour of me trying to get ahold of someone to come out and unlock the tank. Had to speak to multiple people and climb the ladder until I reached some big shot in Syracuse - a few hundred miles away - in order to get anywhere.

Their prices were always bad, but I chalked that up to not owning my own tank.

Until I figured it cost me close $3000 to heat my home for a year. I switched heating sources and havent filled up in 5 years. Just recently called them to fill and they gave me a price of $5.499 per gallon. I was told it was because I didnt purchase enough propane frequently enough.

More than double of the going rate. I even called a competitor and verified that this predatory behavior is not practiced by other suppliers. Sure I wouldnt get as good of a price as possible... but more than double is insane.

I was able to confirm an estimated price for less than half of Suburban's racket. Garbage company.

Garbage service. Professional con-men.

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Cons:
  • Overpriced

Preferred solution: Let the company propose a solution

User's recommendation: Anyone but Suburban

Richard B Txl

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Verified Reviewer
| map-marker Goshen, Ohio

To inform others

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They have been way overpriced and difficult to deal with for 30 years. We burn wood, so don't burn much propane. Have underground tank, so sort of locked in, even though I did not sign contract. They sent me a copy of a signed contract, but not my signature. Just laughed and carried on. Needed one more delivery and got it. 150 gallons at 4.05/gallon. Spot buy for 150 gallons elsewhere max of 2.69/gallon and even less if I get their tank. Getting ready to move, so just living with it. Dishonest company with no morals and ridiculous pricing.
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Loss:
$6000
Pros:
  • Deliver on time
Cons:
  • Ridiculous pricing

Preferred solution: Let the company propose a solution

User's recommendation: Go with any number of companies that won't rip you off and lie to you.

Dewight B
map-marker Spanaway, Washington

Poor service and customer service

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Suburban Propane - Poor service and customer service
Suburban Propane - Poor service and customer service - Image 2
Suburban Propane - Poor service and customer service - Image 3
Suburban Propane - Poor service and customer service - Image 4
Suburban Propane - Poor service and customer service - Image 5
Fireplace is ran on propane, had a service guy come out to run it for the first time and after one day the fireplace turned black, the service guy was supposed to run test seeing it was the first time running it, but no test was ran I watched him plug it up and turn it on it ran for the night and the logs inside started to disappear because of the smoke on the glass, now I have a 2 week old baby with no heat downstairs due to the fireplace is the way to heat downstairs, suburban propane denies responsibilities even though they was the last company to touch it also there is no resolution they dont even care, we requested to have the manager call us two months ago and yet not one word, then they want to charge us to have there tank removed but Im not worried about that my neighbor has a f-350 it will get moved one way or another we going with another company
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Pros:
  • There are no pros
Cons:
  • Unreliable
  • Uneasy to talk to
  • Will not use again

Preferred solution: I want my fireplace working

User's recommendation: Do not go with this company you will be left with no heat

Katie G Gip

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Verified Reviewer
| map-marker Vernon, Pennsylvania

Overcharge

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What isn't wrong with this company? Oh where do I even begin.

Alright, nobody ever told me that I had to pay a tank rental fee. This is my first time having propane so I honestly didnt know any better. They told me it was $10 I said no problem and paid it. Very reasonable.

I got a bill later on for $60 the year after that and ignored the bill. Sometimes this company will send out a random bill and if you ignore it, the amount goes down. That is what I thought this was. I called them and they said that that is the tank rental fee.

How did it go from $10 to $60 with no notice?! There wasn't even a description of why I owed that much in the first place.

Then they capped off the tanks and a month later removed the tanks without my knowledge.Now I cant get heap like I was originally going to do. Stay far away from these scam artists.

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Pros:
  • Cant think of any
Cons:
  • Tank removal fee
  • Hide fees
  • Poor customer service

Preferred solution: Let the company propose a solution

User's recommendation: Stay far away from this company

1 comment
George B Vth

I received a call from the General Manager apologizing for this issue. He refunded the cost of the Generator Stevicr bill as well as refunding me for the remaining Gas in the tanks.

We had a very good conversation about him using this experience as a training example of not to do with a customer. I am very satisfied.

Chris M Xhd

Price gouging, double dipping on customers who lease the tank

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I have just spoken to Suburban Propane. They have increased their propane charge by 288% since we signed on 16 months ago (when it was $1.75 per gallon).

Their per gallon propane charge went up 63% since the last time I purchased propane 10 months ago (when it was $3.10 per gallon). The price on my January 2021 bill is $5.05 per gallon. The excuse given is that we don't own the tank, but lease theirs. People who own their tanks are only charged $2.40 per gallon by Suburban.

That's a hollow excuse since they also charge us a $75 annual lease fee. Additionally, they charged me a trip charge, since they had to make a special trip up to our cabin. However, they scheduled our fill at the same time as other customers in the region.

In other words, they did not make a special trip, they waited until they needed to fill other tanks in the area, as well. Suburban Propane sweet talks you into signing a 3-year contract (and there's a $250 penalty for ending the contract early) and then they jack up the price beyond belief in very short order.

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Loss:
$286
Cons:
  • Price

Preferred solution: Price reduction

User's recommendation: Do not under any circumstances become a customer of Suburban Propane. They are unfair and unethical in their pricing policies.

Neal M

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Verified Reviewer

Complaining

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We have been low on propane since the snow event in south Texas. We had 40% the day before the snow started. Once the snow started we dropped to 23%. With rolling blackouts we couldnt use the fire place because of low propane. Then the power stabilized and a water boil was put in place. We have less than 10%. We were told twice in the same day we would get a delivery. The next day still no delivery. Then we were told we would be put back on the list for a delivery. If we run out, call back. Totally unsatisfactory.
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Cons:
  • Customer service

Preferred solution: Price reduction

User's recommendation: Check around before using Suburban Propane

Anonymous
map-marker Knoxville, Tennessee

High cost, poor service

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I am replacing my propane furnace and water heater with high efficiency heat pumps due to the high cost of Suburban Propane and poor service. My tank has been empty for 11 days now. I added up my propane costs for two years and then divided by 24 months. The result is $375.00 per month, or $4500.00 per year, or $45,000.00 in 10 years. My electric bill averages $120 per month. I have done the math and my savings with a new high efficiency heat pump and high efficiency heat pump water heater will be $33,750.00 in 10 years. My new monthly cost for heating water and heating my house will be $93.75 compared to $375.00 with propane. Another important consideration is that propane prices can vary dramatically and providers have us locked in like a monopoly because they refuse to fill a competitor's tank. So, is it worth switching? You bet! I am a retired HVAC contractor so I can install my own equipment but even if you have to pay a contractor it's worth doing as long as you do the math and look for the best efficiency for the best value (not the cheapest price), but rather the best value considering the skills and experience of the contractor.
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User's recommendation: Propane is a huge financial mistake.

Donald P Ead
map-marker Waynesville, North Carolina

Empty tank 4 days now (Feb 10) no heat

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Worst service on the planet! I am on the "keep full program" yet my tank has been empty for 4 days now, it is February 10th. We have no heat, no hot water, no cook stove. We are in our 70's and in poor health. Always paid our bills on time, like immediately. Our road is clear of snow. Other gas delivery trucks have been by our home today, yet Suburban's driver claims he tried but could not get in due to snow. I checked our roads in my car at 10 a.m. and had no problems at all so he is either a liar or an idiot. I checked my records and our last fill was Sept 7th, over 5 months ago! Poor service is an understatement, they should all be fired.
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Loss:
$500
Cons:
  • Customer service
  • Poor customer service

Preferred solution: Fire everyone at the Waynesville site for being totally incompetent.

User's recommendation: Choose a different supplier.

1 comment
Guest

We have the same problem with them they told us the same thing and if my little car can make it im sure they can and we are in ohio

Anonymous
map-marker Dallas, Texas

Price gouging

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Price for propane a full $2 more per gallon than the other local company but since we lease tank from them, we have not choice, especially in middle of snow storm!
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Lori W Zyl

Sick of hearing I need to reschedule ur delivery

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I have 1 tank set, and called to schedule a second tank to be set up. Both times I was supposed to get my tanks set, they rescheduled. They don't have enough staff to get timely deliveries. When they do reschedule its weeks out. There customer service sux! Once again its January, and no heat!
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Preferred solution: Let the company propose a solution

User's recommendation: Don't do it!! Get someone else

Anonymous
map-marker Springfield, Ohio

Horrible Customer Service

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Even though I have repeatedly told them not to fill my tank unless I call them and request a fill, they come out anyway and fill the tank. The lady I spoke with in Enon, Ohio was incredibly rude and always tries to blame the consumer. I didn't have a contract with Suburban and they still came onto my property and filled my tank.
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User's recommendation: Do Not Buy from Suburban!

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