ComplaintsforSuburban Propane, L.P.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I closed acct ************ with Suburban Propane and they advised me they would send me the $13.84 refund amount. The company stated they would refund my money June of last year. As of today I have not received my refund from the company to comply with the fair business practices. Can your office help with this matter ? Thank you ******** ****** *** ** ***** *** **** *** ******* *** *****

  Business response

  06/21/2024

  Customer's refund check for $13.24 was mailed and dated 6/8/22 but it was not cashed.  This original check was mailed to the address on the account, *** * ******** **** ****** ** ****** We are issuing another check to be mailed to *** * ***** ** *** ***
  ******* ** *****.  Please allow 14 days for the check to be processed and received. 

  Customer response

  06/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

  I will notify the BBB within 14 days when I receive the check.

  Regards,
  
  ******** ******

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our tank has been leaking for over a year and they refuse to fix it until the tank is empty, but they still want to charge me a rental fee on their leaking tank.

  Business response

  06/18/2024

  We have put a stop on the tank rent charges until the tank has been updated. Customer is to call us when the tank is empty so we can change out the liquid withdrawal valve. We will then resume charging the tank rent.

  Customer response

  06/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  While the resolution is satisfactory to me, this business will still have future issues if they don't change their business practices.  The staff has been very difficult to work with through this process until filing this complaint, and it's almost impossible to communicate with anyone other than the local office.  I certainly recommend better customer service policies and training.
  
  Thank you,
  
  *****************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business serviced a next door neighbor , to do so they trespassed on my property dragging a propane tank through my grass and then dropping the tank in my driveway They did not use the customers property to remove the tank I would like them to not enter or go near my property again The driver and assistant when confronted leveled disrespectful comments in my direction saying I was not a good neighbor and that I was the reason the country is the way it is the driver then waved at me as I took his photo I do not want them on my property again and I filed a complaint with the location in *******

  Business response

  06/14/2024

  Our local manager spoke to Mr. ****** yesterday afternoon and apologized for any inconvenience.  Customer was happy with our quick response and satisfied with our apology.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The property in question is an empty rental. Propane tank was removed/stolen. Police report filed. This was not a small tank. This tank was 100 gallon or 500 gallon tank. Somebody isnt coming into my yard to just steal it with a pick up. When called they said it would show up now they have sent a bill for the tank. They swear they didnt get it. I have my doubts.

  Business response

  06/18/2024

  As we explained, we were never even told to pick up the propane tank.  Customer filed a police report stating that the tank was stolen. As of now, this tank is still missing and we have not received payment for the asset since the customer is responsible for any tank that is not returned as it was leased. We can suggest that the customer call other local ******************** companies to see if they picked up the tank by mistake or another suggestion would be to file a claim with their home owners insurance company.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reached out to Suburban propane regarding my pool heater not lighting. They came out on May 8, 2024 provided us with a free diagnostic on the part we need which was the pilot generator and pilot assembly. I called in to order the part on May 9th and was told that the lady who normally ordered the part is on vacation and wouldnt return until Tuesday. I said why cant someone give me pricing while the individual is out on vacation that I have a graduation party on 5/25 and I would like my pool heater to be working by then. The young lady was able to give me pricing for the pilot assembly but, told me the pilot generator is on back order and are not sure when it will come in. I asked is there anything I can do could I order the part and she said yes you can and give me the model and serial number of my RAYPAK pool heater. Spoke to manufacturer and they was able to provide me with their authorized dealers for the parts I needed. On May 20, tech came out installed the part and the pool heater was working. Tech said since our party is on Sat heat up the pool by 11pm Friday night. Friday night 5/24 pool heater would not fire. Called into suburban propane after hours spoke to a man in customer service explained my issue he dispatch the technician whos on call. I SPECIFICALLY ASKED WOULD THERE BE A CHARGE AND I WAS TOLD NO! Im a COD customer. Tech called me that night was extremely condescending and laughing at the matter and said he lives in Toms River and had things to do Sat morning. I stressed my party. Tech arrived at 9 and told us we needed a pressure valve. Then we get a bill for $288 in the mail! Called today 5/31 and theyre telling me service center knows nothing and theyre very sorry about it but, I have to pay and I can pay half. I want to pay nothing because it shouldve been caught on 5/8. A BUNCH of thieves. They dont provide warranty on their work and they told me theyre not a pool company. Very much noted! What kind of company are you! Thieves!

  Business response

  06/04/2024

  While we apologized for the comment that we are not a pool company, we are not at any fault here.  In an effort of good customer service, we did work out removing the afterhours fee,and the customer was very happy.   Customer stated she was going online to put in a good review.

  Customer response

  06/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Company reached out and we resolved the issue, thank you for outstanding customer service. ********************** isnt bad after all so I take that back. I look forward to working together in the near future. 
  
  Regards,
  
  ***************************

• Initial Complaint

  05/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received a bill from Suburban Propane April 29, 2024 for $69.90 for Propane fuel and delivery for 3/29/24. The representative from Suburban Propane agreed there was no fuel delivered. She mentioned the company was allowed to charge (minimum) because I am not purchasing fuel from them. She mentioned giving me a complimentary waived charge. This did not occur. A letter dated, May 17, 2024, that was received 5/27/24 for past due. The first bill received 4/29/24, shows $1.03 late charge but there was no previous bill. The payment was made 5/29/24, for confirmation **********. This charge is in addition to the annual tank rent. Also, April 2022, I paid $97.74, for tank test/inspection. None of the above mentioned was requested by me or my family. Why would the State of *********** allow this type of activity and theft? Is there any method for Better Business Bureau to recover this unrequested activity? My home is all electric. My parents had installed a single burner wall heater for when the electric A/C heat pump was not cost efficient to operate. I have replaced this A/C heat pump so I never bother to use propane. The company will pick up the tank but not pay for the fuel in the tank so I do not want the tank picked up. I would like to keep the propane for emergency but this does not appear to be an option.

  Business response

  05/31/2024

  This is an MMR charge on a customer, which is billed when a customer does not take a delivery in year. We have explained this charge to him.  We are willing to issue a one time wavier of the charge as a courtesy. 

  Customer response

  06/04/2024

  
  Complaint: 21775085
  
  I am rejecting this response because:   It is too late for a waiver because this bill has been paid.  Will you send a refund check for the amount you replied to waive?
  
  
  
  Regards,
  
  *********************

  Business response

  06/04/2024

  We planned to issue a one time courtesy refund.  We tried many times to ***** this message by phone to this customer but our calls went unanswered.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called Suburban Propane to close my account on 1/15/24. The person I talked to told me I was all set and later that day someone called me about picking up the tank and said they would come to get it. I received a phone call in the beginning of March about scheduling a delivery. I told them I canceled Suburban Propane and have a new company. She said she saw that in my account and would contact someone to pick up the tank. I received a bill yesterday for $208.66 for a yearly fee, fuel surcharge, and late fees. When I called today they told me the account wasn’t closed and they couldn’t help me until a manager came back from vacation and I would hear back from her the end of next week. The person I spoke to was very rude and would not help me. I would like the bill to be taken care of and the tank to be removed.

  Business response

  05/23/2024

  Spoke with **** ***** and explained tank is being pickup on 5-23, she said very good and thank you.

  Customer response

  05/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: there is still a charge on our account for a fee that was charged in March and I cancelled Suburban Propane on 1/15/24.  I am happy the tank was removed today which was half of the complaint.  Also can someone confirm the timeline of being reimbursed for the propane that was left in the tank that was removed.
  
  
  
  Regards,
  
  ***** *****

  Business response

  05/30/2024

  We will back out anything that was billed after 3-14-24, the gas that was in the tank was already credited to the account ($82.38), and refund check will be issued on Thursday so more than likely will not go out until 6-6-24.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a property in ********* in January 2024. I have contacted Suburban Propane more than 5 times to have the previous owners gas tanks removed. I was told twice they would be there to remove them. 5 months later the tanks still sit there. I would not use this company, clearly their word means nothing. I have been hiring people to paint and do repairs and these tanks are in the way. Poor poor customer service.

  Business response

  05/22/2024

  These tanks were picked up last night, and the complaint is resolved.

   

  Customer response

  05/22/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

• Initial Complaint

  05/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Suburban Propane auto delivered 233 gallons of propane at a price of $6.51 per gallon on 3/12/2024. I received a bill in the mail approximately 10 days later. When I saw the bill at more than 2 times the going rate, I decided after 20 years to change companies. I called them on 4/9/2024 to cancel my service. I was told they would pick up their tanks within a week when someone was in the area. Instead the tanks being picked up, I received a bill with a late charge on 4/12/2024. It is now 5 weeks since I discontinued my service and the tanks are still here. There is approximately 67 gallons of fuel in the tanks for which I already paid Suburban and am owed a refund plus the 233 delivered on 3/12/2024. I don't want these false late fees to continue, but more importantly I do not want 300 gallons of abandoned propane left in my yard. Suburban is responsible for these tanks not me. All of the propane tanks have long been expired and Suburban has never inspected or recertified these tanks. Suburban Propane needs to pick up their tanks immediately, waive their false late fees and refund my money on the additional propane.

  Business response

  05/21/2024

  We left a voicemail for the customer and we did pick up the tanks after not hearing back.  This is resolved.

  Customer response

  05/21/2024

  
  Complaint: 21728509
  
  I am rejecting this response because:
  
  I requested the tanks be picked up, the false late charge waived and a refund on my paid for propane. Picking up the tanks is one of those 3 things. The voicemail left simply states the tanks were picked up and that they would settle up today, implying a resolution to the remaining items. There was no request to call them.
  
  Regards,
  
  ***********************

  Business response

  05/22/2024

  After making all adjustments there was a small balance due so we are waiving that and clearing the balance to zero.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In Oct 2019 I leased an underground 500 gal tank based on Suburbans recommendation that if there were problems the tank would be supported. Over one year I repeatedly called with a problem with (5 calls, two meetings with Business Mgr., one call with Field Manager) each time I requested a buy out price for tank Serial # ********* mfg in 2007. I have yet to get an answer. In April it was determined by field manager that propane I was billed for was never delivered and gauge was correct. I would like to own tank so that I would be responsible for issues and so that I could change propane companies if I wished. I should not have spent over a year trying to resolve issues and am furious that with over 8 interactions requesting tank buyout price I still dont have an answer. Tank was mfg. 16 years ago, so buyout price should reflect that.

  Business response

  05/23/2024

  We will continue to work with this customer.  We have requested a price for the tank and hope to convey this to the customer as soon as we receive the figure.

  Customer response

  05/23/2024

  
  Complaint: 21725300
  
  I am rejecting this response because:
  
  Price quoted for 2007 fixed asset was based on todays price.  ($1800.  I offered $1000.  In 2019 when I became a Suburban customer I was quoted a buy price of $1,200 or a lease price of $100 year, which would include service of all issues).I have talked with Watertown manager and have been referred on to *******************, Regional Operations Manager for NYS.  He was not aware of issues  that led to the request to purchase tank. Service on the gauge reading on tank was never provided for over 11 months.  I had made 5 calls and one in person visit between May, 2023 and Oct, 2023 trying to resolve issues to no avail.  In April, 2024 delivery driver found that billed fuel had never been delivered.   Mgr ***** got involved with missing fuel and took care of that immediately, but did not address request to buy tank.He is reviewing situation and said he will call me back 5/28/24 to continue trying to resolve.
  
  Regards,
  
  ***********************

  Business response

  05/29/2024

  We came to an agreed upon cost of sale and will be drawing up the paperwork. ******** said once she comes in to the office and makes her payment she will withdraw the BBB complaint.

  Customer response

  05/29/2024

  
  Complaint: 21725300
  
  I am rejecting this response because:
  
  Response from business is correct.  I have not yet been contacted regarding completed paperwork and an appointment to finalize sale. Once transaction is complete I will withdraw complaint.  I am expecting call within 48 hours to set up an appointment.
  
  Regards,
  
  ***********************

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