Review Time
I have used Suburban Propane since 2013 when I moved to New Bern. I had no problems until the last couple of years. My understanding is that this company has gone public. I accidently made a double payment when I paid on-line for lower fuel price contract they offer in the summer. They refused to return my second payment. When my monthly budget plan of $62.74 was not paid on time, because I thought they would take it out of my credit balance of over $300, I received a phone call and was told they could not do this as it was a separate account. These types of accounting practices were never in place before the last few years. They enjoy holding your money. In addition, one of their fuel delivery men, rode by my house when we were home and stated he could not find my home to deliver propane which we needed. I live in Fairfield Harbour where houses have clear numbers on the mailboxes. I am going to have them pull out their tank underground when my contract is over and go with another company.
My delivery driver William is amazing, kind & caring. He’s always in a great mood and has plenty of great stories. We are very fortunate to have William as our guy . Whenever I need assistance with billing or questions about my account I can always rely on Tammy woods ., she gets things done in a timely manner & with a great attitude!!!! They make me feel like iam there most important customer. Iam sure they treat everyone special…, that’s my impression. Need propane call suburban.Tony Bova
Curtis Lumber in Hoosick Falls NY had an issue with our propane main cylinder, where a leak was detected. This would have shut down our lumber yard, which is detrimental for a small business. We were lucky to have a Suburban Propane dealer nearby in Bennington VT. Shari Pembroke was able to dispatch a technician, Mark, who was Johnny-On-The-Spot! Within 15 minutes, he was in our yard addressing the problem and had us up and running in less than an hour. Mark isn't even from our designated delivery area, but Suburban realized the nature of the situation and delivered excellent service in a timely fashion to keep our business running with minimal interruption. Thanks to all who helped with this.
any phone call to Laura or Diane in Customer Service in the Manchester VT office is handled efficiently and cordially. i've had service techs Larry and Mark work on our Manchester home and they've been prompt, professional and excellent. i am more than pleased with these Suburban employees.
They are by far the worst/useless company I've ever had the displeasure of dealing with, I feel sorry for their employees. So I thought I smelled gas and I could not see the gauge needle, I called in, the customer service( if one can call what I received as customer service) " said he had a technician somewhere in PA it was going to take sometime, it was raining. so I told the person not to worry and not to send anyone. He reply that becausei "thought" i smelled gas, He had to send a technician. not once in the conversation (10+ minutes). He mentioned that if the tech. was not able to find a leak, they would charge me $100.00. Unfortunately for me no leaks. If the person I've spoken to that day had explained that to me I would have cancel the call and PROHIBIT them from coming into my property. I would have the tank and all removed from my property, if my daughter had not gifted it to me. So I'll fulfill my contract, use just enough to refill the minimum required. which according to the other "customer service" person I spoke with once I received this outrageous bill, that all I need is to purchase $25.00 for the season. It shall be done. I'm also posting in my social media, I'm going to make as much noise as I can. To everyone out there. "Want to be treated like 2nd class? do businesses with SUBURBAN PROPANE.
I had a $340+ Credit Balance with Suburban Propane and without ever notifying me, they stopped mailing me my credit invoices and allegedly sent my money to Nevada Uncollected Property, (when they had my address to send my credit back to me). The Ely and NJ offices ignored my inquiries and phone calls. Turns out they never did mail my credit into Nevada Unclaimed Properties, wasting mine and Nevada's time. Suburban lied to me, and it wasn't until I contacted the Nevada Liquified Propane Gas Board, that my credit was returned to me. No Emails, No notifications, No customer service...
Absolutely the WORST company ever. They bought out our previously very good Griffin's propane. We had Griffin's for 6 years. With Griffin's, 2min phone call then refill was on the way the next day!Then...forward to TODAY (20 May 2025): Suburban Propane bought out Griffin's. And... without sending an actual bill (as they were transitioning)... the very FIRST letter ever from Suburban Propane?"Welcome to our company! Btw... you have a LATE FEE" (for a bill we never sent you two weeks ago).So... tried to CALL them. First time, rang for 15 minutes and no answer.Waited a couple of days... then... rang and rang. I put in my "Call back number" They said they would "call back in 11 minutes"After TWO HOURS, STILL no call. Today... next day... STILL NO CALL.Yesterday, I called a different Propane service so I can DROP the Suburban Propane crap company. **MORE** : They then destroy you for more $$ when you leave. UNBELIEVABLE.They have since put a CHARGE in for $250 for a "close-out fee" (!) ... this is *AFTER* they kept the $288 (90ga propane) of OURS for themselves... so they can then sell our 90ga of propane to the next customer. Incredible criminal theft from this CRAP company.
So my experience with Suburban Propane, stay far far far away from this crooked company. If you use them, check your statements. Ever since getting signed up with them it's been a nightmare. I was told there wasn't an equipment fee, then turned around and charged a rental fee, equipment check fee, safety fee, transport fee... I was also told the price of propane would be off of national averages, each time they tried to bill me for 2½ TIMES what anyone else in Carteret County is charging for propane. I finally got sick of the fraud and robbery so I cancelled the auto fill and told them to come pick up the tank when it was empty. They were supposed to pick it up in August and they never showed. Then they come to "fill my tank in February", thank God someone was home to stop them. I told them again, we cancelled services and they were supposed to come get the tank. They removed the tank finally. They also tried to charge me rent of the tank in January which I called and complained. Then they just sent me a notice threatening me with collections of I didn't pay them, so I thought it was for the tank rental still. She said no, it was for the 5 gallons minimum that they "delivered" in FEBRUARY when they finally got my tank! $67.28 for 5 GALLONS that they didn't deliver, but charge me $13.46 a GALLON! I pay $65 for 100 lb/ 23 Gallon tank at Hicks Propane in Morehead now for anyone who is looking for a better deal than what Suburban is doing. They are absolutely ripping the people of at least Carteret County off. So look at your statements and buyers beware. BTW the NC average for propane right now is $3.342 per gallon, so look at your statements and see how much Suburban is charging you per gallon, plus safety fee, plus transport fee, plus equipment rental, plus, plus, plus... Just thought I would share and try to protect anyone else getting ripped off by suburban or anyone shopping for propane services.
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