ComplaintsforSuburban Propane, L.P.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a house in September and paid for the propane that was in the two tanks. They were both full. We immediately switched propane companies and told Suburban to come get their tanks and provide a refund for the propane in them. I was told in October 2021 that they would come get the tanks. Since then they have pushed it back 4 times all without notice. The only reason we found out each time was because we called each time after they did not show up. They know we cant do anything about it so they keep "pushing" back the pickup and refund. All I want is for them to come get their tanks and give me my refund.

  Business response

  01/07/2022

  Our local manager spoke to ******* and assured him we are expediting the removal and will be processing the credit next week.  We have also provided ******* with the managers direct contact information for future inquiries.  ******* is satisfied with the outcome.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I feel like I have been getting robbed for years for pretty bad service. It is hard to get a hold of someone over the phone and 90% of the time I get redirected to their call center and all they can mainly do is leave a note for who i initially tried calling for refill. I called local propane companys and they have almost half per gallon what suburban charges. They have told me it is non negotiable so this is most likely my last month with them because I asked to fill 100 gallons which apparently isnt the minimum anymore but they said this one time it would be fine but its literally around five hundred dollars for it. I am getting this last delivery at that outrageous price because of my contract but after I will most likely go with local competitors for a cheaper and better service because like I said, 90 percent of the time its hard to even get anyone over the phone. There have been times where I have been told Ill get a call back by some of the girls and days go and nothing. Again tread carefully, unless you like paying high non negotiable prices per gallon for same service. Another complaint recently , my billable account was still unpaid and a man for suburban came out to collect payment or he would lock the tank . I told him I had planned on paying that Friday on pay day and in full . He was understanding and had to let the office know. Then some younger girl working called me asking me for payment which I said had to wait till Friday, because taking those funds would hinder me economically. She said that was fine and as soon as I gave her the details for the card to charge,she did so IMMEDIATELY. Completely didnt care and I annoyingly did not say anything anymore and tried to let it go. After ,since its hard to get someone on the phone and since she was already on the line, I ask her about scheduling a service for the minimum and she tells me she has to check some things first and will call me back ?????? Never called and Im looking at others now

  Business response

  01/07/2022

  We issued a work order to lock this tank on 12/21/2021 for non-payment of a delivery from September 2021.  We did not executive the work order until after Christmas.  On 12/30/2021 our technician made contact with the ***** at her residence and she advised that she would make the payment the next day. ***** called on 12/31/2021  to request a delivery and after being advised of our current pricing she said she would call back later to schedule.  On 01/05/2022 ***** called in to schedule delivery.  As to her statement that she had trouble reaching the local office without the call rolling to the Contact Center, one of the many benefits of doing business with Suburban Propane is that we are available 24/7.  The contact center fields the calls directly to the local manager who will then address the concern.  During  this  trying times for all businesses and we are not exempt from being hit with illness and decreased man power, however, the *********** is always available with a live agent.  Her pricing is comparable and in line with the market costs.  If she is being advised a much cheaper rate from another company, it is their new customer or 1st fill pricing that they are offering.  In depth research with their existing Customers will certainly reflect higher pricing after their 1st fill.  As such, this customer was priced correctly.

  Customer response

  01/07/2022

  
  Complaint: 16431194
  
  I am rejecting this response because:
  
  The prices I received from various other suppliers are not just for first time fills. Talking to a lot of neighbors in my area. I have been overcharged for years now and at this point I feel robbed because any decent company would work with the customer with competitive prices. Instead they just charge way over what others charge. This will most likely be my last service and I will most likely ************* and family for better service and prices elsewhere. I wouldnt be so upset if customer service for my local call center was great but its always hit or miss. I will leave as an unsatisfied customer especially with my last and current fill of just one hundred gallons at almost a whopping five hundred dollars because this company refuses to lower prices and locks you in a contract which many other local companies do not. 
  
  Regards,
  
  ***************************

• Initial Complaint

  01/05/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Suburban Propane has refused to fill propane tanks unless the tank is at 0% and is life-threatening. They continue to ignore requests to fill our tank which is at 5%, and fail to provide a guaranteed timeline for filling the tank. I pay for a monthly service, which was promised to be a guarantee of monthly refill. The employee lacked any empathy and told me that they've had to ask customers to go stay at hotels who are at 0% because they cannot fil the tanks. They are using "hazardous weather" as a reason yet it hasn't snowed in over a week.I had to find a refill truck in our area and ask the employee to fill my tank, which they did out of the kindness of their hearts. This is criminal behavior for the residents who rely on them and needs to be addressed and investigated.

  Business response

  01/07/2022

  Our local manager reviewed this account and we put in a delivery order for her on 12/31/21 with a promised delivery date of 1/4/22.  According to the phone order text, her tank was at 25% at the time the delivery was made.  On 1/3/22, she called in and logged a complaint with the contact center stating that she was at 5%.  The delivery was completed on 1/5/22.  The driver delivered ***** gallons, which means she had more like 16% in her tank as opposed to the 5% she reported.  Therefore the customer never ran out of ******************** before the delivery was made.  With respect to her paying for a monthly service with guaranteed monthly deliveries that is not a program we offer.  She has been a customer since 11/9/21, and she is not on our Budget Payment Program. Thank you.

  Customer response

  01/07/2022

  
  Complaint: 16430323
  
  I am rejecting this response because: This is not a matter of me being at 0% or 5%, which is ridiculous for a business to wait to replenish an essential material for heating in winter. I received a call on 1/3/22 guaranteeing a delivery on 1/4/22 by 11:59p from ****** at the local branch. I never received said delivery on 1/4/22 as promised, and when I called on 1/5/22 they informed me that I was on the list for delivery but that it was not guaranteed and that they could not guarantee a delivery that day.

  Additionally, the staff member I spoke with at the local branch informed me that because of the non-guaranteed delivery, others were running out of propane (i.e., heat and hot water), and were asked to go to a hotel. After this conversation, I went to the home two doors down from my house and asked the service driver who was refilling a tank to fill my tank. They did not indicate that I was on their list, but since they were next door they would fill my tank. 

  
  Our service date was 12/28/21, which was undeliverable because of snow which melted by 12/30/21. We rent the tank for the year and pay for monthly refills, which I would consider a monthly service. The business's' response is unprofessional and lacks accountability for the problem at hand with their services.
  
  
  
  Regards,
  
  ********* Galli 

• Initial Complaint

  12/29/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have called them five times to pick up two propane tanks and credit us back the amount of the propane that's left. We purchased this house in September and as part of our closing, we purchased the 70% that was left in the tanks. We have gone with a different provider. I want the tanks picked up and our money for the remaining 33% of propane that's in those tanks refunded. That's it. They never return calls, they never pick up the tanks, they never resolve this issue.

  Business response

  01/03/2022

  Tanks were removed and we updated the billing on their account.  We spoke with ***************** and advised her that due to mail schedule, her refund check will likely be received late next week, and she was good with it.

  Customer response

  01/03/2022

  [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

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I need help with Major Price Gouging constantly with this company. I live in a rental and they have Suburban Propane tank so our only option is to use them. My heater runs on the gas, I called to re-fill and they charge $9.759 per gallon (I have a 289 gallon tank, which 100 gallons only last about a month and half). This per gallon price is not within the area gas prices, in fact they are about 3 times more expensive. I called another local gas company (I can provide name if needed) and they are $3.779 per gallon (the standard) and advised they have "NEVER" seen gas that high, EVER. I do not know what to do, I am living in a home without any ways to have a heater, it is freezing outside and inside my very old home (average 52 degrees inside) and I have young children and a family dog. I cannot afford a $1,000.00+ extra **** every other month. In researching, this company is within the parameters of Price Gouging and something needs to be done. I cannot keep freezing and **** major health issues due to this companies violations. We would like a resolution to have the Correct Market Rates for gas. Please help and thank you so much.

  Business response

  12/21/2021

  We have made contact with this customer and made a delivery yesterday, 12/20/2021. Customer is satisfied and happy with our response.

  Customer response

  12/22/2021

  [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

  12/08/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered Propane to be delivered over 10 days in advance and the Propane company never delivered the Propane. They waited till I ran out so they can charge an extra EMERGENCY DELIVERY FEE of $125. This is the scam there doing to get extra money. There doing this right now to another person I know. She called 3 WEEKS ago and still no delivery. I have also seen people talking about this on ********* I'm on SSI DISABILITY and they stole $125 out of my account for an emergency delivery fee. This is wrong. I gave them plenty of warning I was running low. PLEASE HELP. I'm afraid there going to do it again.

  Business response

  12/16/2021

  Our local store manager spoke with ************** this morning.  We explained that we refund the off route fee to his account.  He was pleased with the outcome.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased propane from this company. They are at will meaning I call them when I need the tank serviced. On 11/08/2021 a technician showed up to my fenced in property, opening the gate, and started getting ready to fill my tank which only had 20% used in the last 4 monthsI walked up as this was happening and asked what he was doing? His response was filling the tank, I asked why? It didnt need a fill and I did not call to ask for a fill nor did anyone call or text before hand saying they were coming out to my property to do this. He insisted on filling the 20% anywayeven though the remaining percentage would have lasted me another 3 months. They then sent me a **** with a 125% increase in propane prices demanding it be paid. Over the last week Ive talked to multiple supervisors about how this is illegal to force your propane on a customer when they dont need after you illegally entered the property. I told them to remove the 20% they added or to change the rate back down to my normal rate and I would pay it even though I didnt need it. Instead the next day a technician again showed up to my property while I wasnt here and illegally locked out my tank so I have no access to the propane. This tank had 60% of propane left over from the last fill that was paid in full!!! My tank is sitting here now locked out, no one will call me back. I have 60% fuel that I paid for that I dont have access to all because they want to illegally collect money from me? Again, illegally the technician opened my gate, went past all the signs that say do not enter, private property, beware of dog, etcand locked my tank. No call ahead of time, no text, no nothing to inform me of this. This is crazy. Ive been waiting for someone to call me back for a resolution and they think this is a joke.

  Business response

  12/06/2021

  ********* was not a will call customer and never requested to be changed until after this delivery.  We reviewed several calls over the past 6 months to verify her claim that she had requested the change by phone and it was never requested.  As far as the delivery in question, we had the gate code to her gate to get in and she didnt stop the driver before the fill, it was after the fill had already been completed.  She then paid for the delivery and bounced the check so she was then locked off for the insufficient funds payment.  ********* confirmed that she is willing to take the offer of a .50 reduction for the delivery and paid for the fuel delivery so that we can get her tank turned back on.  This issue has been resolved and our customer is satisfied. Thank you

  Customer response

  12/06/2021

  
  Complaint: 16197197
  
  I am rejecting this response because:sorry but Im actually not satisfied at all. This response is a complete lie. The technician had not already filled the tank the 20% he delivered. I specifically asked him not to fill the tank as I walked up and he was GETTING READY to start filling but had not hooked the line up yet. I specifically asked him not to fill the tank, I told him I did not request a fill, that I was not using the gas much and that my last fill was in august and I still had a tank that was 60% full and they only fill it to 80%I had literally only used 20% of the gas since august. The technician insisted he filled it since he was in the area and was there already. I asked why he didnt contact me before hand and he said he was having issues with his cell phone. I asked one more time for him not to do it since I did not need it and he said he was going to do it anyway. At that point I felt threatened being by myself and I walked away because I didnt want to ask someone anymore not to do something when they were insisting on it anyway. 
  

  then this company sends me a **** for $300 which I cant afford. They had doubled the rates since my last fill in August without saying anything and then forced upon a fill refill when the tank isnt even empty OR at the percentage they fill the tank at when considered low. This company didnt even follow their own regulations on when to auto fill a tank when its low. The gauge read 60%!!! I contacted most other gas companies and all said they would never auto refill a tank with more than 30% gas in it and some companies even said it had to be as low as 20-25%So not only did they force me to get fuel, they forced me to pay a ridiculous amount for it to take the lock of the propane tank. The propane tank that they locked out without any notice what so ever still had 60% of gas in it that I had already paid for previous. They have gauge readers so why wouldnt they lock out the tank when its at 20%? The only thing they are claiming I owed was for the last delivery this Month in November which was only 20% gas. When they locked out my tank I had already paid for the majority of the gas in the tank, it was mine, and belonged to me. This  is wrong on so many levels. 
  

  this was about collecting fast money because the driver was already in the other doing other deliveriesit wasnt about what I wanted as the customer, it wasnt about what I needed as a customer, it was about stealing my money. I asked them to remove the 20% gas they added in there that I didnt want and the supervisor ***** laughed in my face saying that she wouldnt be removing anything if and j would be paying for it. She also let me know that it was basically convenient for them to work by and fill the tank and I should feel lucky that I even had the tank filled since most companies wont go out unless they need to add at least 200 gallonsI responded with why should I feel lucky when  I didnt need the gas and wouldnt have needed gas for another 3-4 months? Instead I was ripped off and then my gas wa turned off so I didnt have access to making any food for 3 days, no wall heater in freezing temperatures, not hot water to shower or do anythingthis company is border line committing crimes. 
  

  I want a refund of the 20% in gas I had to pay that I did not request to unlock my tank full of gas I had already paid for and to come back and take the 20% gas out that I never requested. I never went to deal with this company again after I finish using all the gas I had paid for. I wont be letting this situation go easy and if it cant be resolved here, it will be resolved elsewhere. 

  In October when I made a payment and redid a contract, the last in the phone specifically asked if I wanted to just call in when needing gas and I told her that I did want to call in since I wasnt using gas. I believe it was 10/19/2021 when this conversation occurred so whoever has said this conversation did not happen is either lying or really didnt check all the call logs and phone calls. I also called in 8 days before they tried to deduct the money from my bank account complaining about this situation and was told I would be contact from the supervisorthen instead of waiting to charge they charged my account anyway which did not have the money in if, because I cannot afford this and was n it prepared for it. Not only was I not informed the tank would be locked out but the **** wasnt even 30 days late. I had just had the fill done 11/08/2021 and they locked the tank out 12/01/2021 so literally not even a month since the actual forced fill has be done. 
  

  ***** is a terrible supervisor and I would like the corporate office to listen to all of our calls. I would like a refund of the recent payment I made. I would like them to remove the 20% gas before or after the refund is done and I would like to finish out the gas Ive already paid for and never do business with rush company again. Or I would like the rate I had in august honored for the 20% gas and a refund for the extra I paid. ***** even told me that I should feel lucky that they came out to fill my tank since generally as a rule of thumb they dont do refills on tanks unless they need 200 gallons or moreI told her why would I feel lucky when I never needed the gas in the first place? They should be following their own policies. 
  
  this company has done this to other people in the area, Ive asked around town about them and that is why most people here do not do business with them anymore. They are trying to scam people out of money. 
  
  Regards,
  
  ***************************

  Business response

  12/14/2021

  Our local store manager has tried calling ************, however, she is not responding.   Unfortunately, she does not agree with our policies and is seeking to receive propane at no cost. We have upheld our service agreement terms on our end and it appears that ************ only paid for the delivered propane to have her service restored.  If ************ would like to discuss her rate, she would need to call her local manager ******.

• Initial Complaint

  11/07/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  we signed up for Suburban propane early 2021 to have our tanks filled to our discretion. Suburban propane insisted they come out regularly every couple months check on the status of the tanks never to fill them unless they received approval from the owner. They were here in July 2021 and put 40 gallons in Solely to operate the hot water heater. They came back out again in October and apparently Fill be entire tank which we have never had done before, They decided to fill the tank on their own discretion without contacting the owner then proceeded to send a **** for more than $300 and expect to be paid. Upon receiving this **** I contacted Suburban propane and they said they were here in October to fill the tank but they were never told to do so by the contract holder. Upon signature of the contract it was told to the company by the owner do not come and fill this tank or any of the tanks at this house or even add any propane unless it was approved by the owner not the tenant.. This is unbelievable they expect me to pay 300+ dollars for services I never asked to be done! This needs to be fixed ASAP

  Business response

  11/16/2021

  Our local store manager has called Mr. ************************ ***** and to date, we have not been able to connect as we are playing phone tag.  We did send him an email and will continue to reach out to him and try to resolve this matter.  He is welcome to email or call us to discuss this further.

   

  Thank you

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cancelled my service with Suburban Propane because of them charging me over Five Dollars a gallon for propane fuel. My new service was installed on October 18, 2021. I called them to come pick up their tank. As of today, Nov. 5th,2021 they still have not done so. I noticed one day their driver was here (9/23) and I told him not to fill the tank as I was going to another vendor. They charged me $31.26, I guess because their driver came to my house and now they have charged me .47 cents late charge on that amount. Since they owe me a bit of money on the 60 gallons in their tank I don't feel I should have to pay this charge. Their **** says (due upon receipt). The least they could do is see to it that I get my money back in a timely manner as well. Seem to give you the run around when they owe you money. (Example: ****** for propane -about ****** per gallon -not including the trans fee and the safety fee.) I don't feel they should have the right to charge me if I refuse the delivery. Also the new service was installed on Oct.18,2021.

  Business response

  11/15/2021

  The tank was removed on Thursday November 11, 2021.  We removed the $31.00 charge and have issued a credit for the gallons that remained.  Any refund owed was processed.

  Thank you

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