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August 2023 by Glen Shenkin
Suburban is very responsive and everyone is always very professional!
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August 2023 by Dave Russo
We switched to Suburban because of their willingness to talk us through a complicated installation. In general, they're personable humans who have now installed 2 tanks and a heater for us and it was a pleasant experience the entire time.
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August 2023 by Karen Merrigan
No problemo with Suburban. Always friendly.
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June 2023 by Ehvan Hughes
Staff was very helpful. Waived an installation fee and got me same day delivery. Very helpful and kind people
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June 2023 by Catherine M.
Patrick and Steve did an incredible job installing our new tanks and hooking up our stove. Courteous, helpful and know their stuff!! Marie in the office was great getting this all set up and Christine followed up on everything and made sure all was good. Great people. Great service!! Cathy M
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April 2023 by Karen Johnson
My technician Patrick was very professional. Covered all the bases at our home while making the project look neat and tidy! Highly recommend ? ?
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April 2023 by Nick S-J
Easily and by far the worst customer service of any service company I have ever dealt with, ignored our attempts at communication then when finally got in touch they were so rude and hostile I've never regretted having to deal with a business so much. Do yourself a favor and use a different supplier.
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March 2023 by Daniel Dror
I suggest finding another company to deliver your propane. Suburban will get you with upcharges/tank inspections for $150.
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March 2023 by Erin Madison
A month after closing, we moved into our new house in Western Mass, which had previously been serviced for cooking gas by Suburban Propane and still had their propane tank connected outside. When we called Suburban to find out what starting an account with them would entail, we were berated by a woman that told us we should have known we had to call them (a company we had no account with and is not the only option for propane in our area) before closing and now we were going to need to pay extra to have them come turn the propane on because of the delay. The conversation left a pretty bad impression on us, and we decided to instead go with a different, local company. We requested Suburban come pick up the old tank (which our new company had already disconnected). A few days later, with little warning to us, Suburban’s technicians arrived in the middle of a snow storm. They got stuck on our driveway multiple times since this was still the middle of the storm and it hadn’t been plowed yet. Ultimately, they did a decent amount of damage to our gravel driveway, and we feel like we’re just lucky they didn’t take out a tree or our car in the process. We’re quite glad the tank is gone now and we don’t need to deal with them again. I wouldn’t recommend talking down to potential new customers who have other options, and I would definitely recommend going with another company for propane if you have other options in your area. (If you’re in the Pioneer Valley, Walter’s is great!)
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February 2023 by Suzy Groden
This has turned into the worst company I have ever dealt with. They used to be all right, but now they are utterly unresponsive to their customers' needs, they charge a lot more than other companies for propane, they don't deliver when they say they will, and they hang. up on customers who are complaining. Stay away if you know what's good for you!
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February 2023 by the merrigans
No problemo with Suburban. Always friendly.
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February 2023 by Randi G.
I don't like to leave bad reviews but I can't refrain after my experience with SP. Staff in office and technicians are not on the same page. I moved into an apartment and there was no hot water (the only use of gas for the apartment). The office staff told me repeatedly that they don't shut off the propane between tenants. They also couldn't get a technician out to me because people without heat had to be serviced before hot water issues. They said I needed to get a plumber because the hot water heater must be broken. But they finally agreed to schedule the leak test so service could start and maybe the technician would be able to look at the hot water heater. 2+ weeks after my first conversation with SP, a technician came out. He said that of course they shut off the propane between tenants. He turned it on and did the leak test. There was nothing wrong with the hot water heater. Just something wrong with SP's training and communication with office staff.
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February 2023 by Jay Wildgose
Paid $175 for an emergency delivery, never got a call. I called numerous times since then to talk to someone t OP get my refund for that fee. I haven't hot through yet. I have spoken to the local suburban contact center who is not able to help me. Extremely frustrating.
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February 2023 by Deborah Frenkel
Terrible service.Years of loyalty and no leeway on one late fee when auto-pay expired and I didn't realize it. I have been with them for over 15 years and always been on auto pay. They were very unfriendly on the phone.Also, last month, they promised for over a week to deliver propane "tomorrow," but didn't show up. Then when the tank was empty, they wanted to charge a huge emergency delivery fee, when the delivery was ordered in time, but they kept not showing up to make the delivery despite promising to do so.They are also a bit sketchy about the protection plan. It is not available to read on the account page, and then there are surprise full charges for visits that aren't covered.And when I call there is over a 20 minute wait to talk to someone.I am definitely switching companies now for both my home and my rental property.They used to be a great company to work with (back when it was Rice). Not any more.Stay away.
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February 2023 by Peter Purdy
My issue with Suburban is not about the logistics of delivering oil for heatnig but for the humungous price charged for us pre-buyers. Now - not unexpectedly - the price of oil is significantly lower and I am still smarting about the extra thousand dollars I was forced to accept. It was wrong, but the oil business is and always has been about gouging for profit for all the oil companies.
