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January 2024 by Taylor Ascher
Outrageous rates. I also recently asked to be taken off of their automatic fill-up program as I do not like receiving a huge bill out of the blue. I was said to have been taken off two months ago. While I was at work last week, guy came without request, filled it up, and tacked the bill to my door.
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January 2024 by Stan Johnson
This company does not even rate a one star, (didn't know how to proceed if I left it blank.) Rolesville Office, NC. I called and cancelled my service in Oct. 2023. Paid a penalty on contract started in July, which was ok by me. But was set up with auto pay and they still continued to deduct for Nov. and Dec. Called 6 plus time on getting the mater cleared up. NOT ONE BIT of action, NOT one thing done correctly to get my account cleared up and shut down. After 6 attempts! DO NOT USE THIS COMPANY their customer service does not handle issues - AT ALL -, zippo, nothing done!!!! Calling the BBB tomorrow and even then do not know what they can do.
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January 2024 by Michael Boughman
UPDATE:The day after I posted the review below, Suburban Propane replied with a general response to appear on Google as though they care about my negative experience. The last several weeks of no follow through from them shows how much they care. Spare us all the shallow attempt at trying to look like you value your customers experiences .Why would I contact them AGAIN to discuss this when I already have - 7 times - and they didn’t respond to any of those attempts. What a joke!We have been a customer of Suburban for almost 9 years. Unfortunately, despite consistent timely payments this relationship is going to end bitterly. I placed a call for a refill and the person asked what my tank level was. I told her I didn’t know because it was showing as full but that had to be a mistake because I haven’t had a delivery in a year and the gauge on my tank still showed as full. I was told they would send someone out to investigate. They came out the same day (not at my request) and said the gauge was stuck, the guy shook the tank and the gauge adjusted itself to empty. They filled it up at a cost of just under $500 and then assessed me a charge for an emergency call adding $273. I did not ask for a same day call but because they came out the same day they refuse to refund the $273. I have spent 6 weeks with even more calls trying to get this fixed. Apparently, Annie, the local manager refuses to interact with her customers directly. 5 messages were given to her. This is per the corporate reps saying they sent messages to her, and also speaking with Lisa and Edward at the local office who said they would also let her know I had called and requested a call back, but she refuses to communicate with customers. Today, I was told her manager, Tony, would get back to me, and again, nothing. This company cares NOTHING about their customers. This must be the reason they have a 3.1 rating on Google. I’m at my wits end with this companies customer service, or lack there of. Apparently they forget they aren’t the only game in town. A local company in Wake Forest for instance has a 4.6 Google review. Going to replace SP with them. Suburban Propane SUCKS! At least the Rolesville (Raleigh) office does.
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December 2023 by Anna Burden
When ordering a refill I had the lady check to make sure I was till on Budget Plan. She verified I was. Since then I spoke to several other employees tryin to straighten out this problem to no avail, and keep getting Statement asking for payment in full. Last call was made on 12/4 and someone was supposed to get back to me from the Budget Dept. They never did and then I received a letter saying to pay bill in full or would be turned over to Collections. It is now paid in full. Will be looking for a replacement company for next years services.
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December 2023 by Andrew Wheeler
I had a bad experience before I even became a customer with Suburban Propane. Two weeks ago I called and set up what I was told they would come out with a tank of gas and connect it and then come inside and light my gas logs. The gentleman that came out was the name I was told. He asked me where was the tank going. I went around and showed him. He said they would be calling me to set up a time to come out and deliver tank and light gas logs. I told him I was told it was supposed to be that day and I had taken off work to be there. I then called the office and they transferred me to a couple of people, which didn't seem to know anything or even my name. I asked them how the driver knew my address, phone number and name. I explained to the office person what I had been told couple weeks before and I had taken off work to be there. All she could do was keep apologizing, but that didn't help my situation. I just can't understand why a driver had to come out to see where to put the tank in advance of delivering it??? I live just outside Wilson's Mills and they have an office there with a yard full of tanks. After a couple more calls, I told them to forget it, that I would not be using Suburban Propane.
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August 2023 by Charles Lloyd
They came to fill my tank without even calling to see if I even needed propane or if I wanted any. And unlatched a lock I had with a chain on the gate .And came in to top my tank . Because I was told that's customer service. You have to have so many gallons a year ??.When I called to talked to someone. I got we will have someone call you tomorrow. Haven't heard a word. This is not Customer Service!!..
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May 2023 by Timothy Q.
I just hung up from speaking to Suburban Propane. Here's the short of it. Natural gas was recently added to my neighborhood and in support of my neighbors, and due to natural gas being more consistent and cost effective, I agreed to have it brought to my house. I called Suburban to notify them of this and ask for a refund of the $1,300.00 I have on account. My neighbors, who use different suppliers, were all refunded their remaining balances and able to sell the propane in their tanks back to their supplier. Not the case with Suburban Propane. They have informed me I will not receive a refund and they will not purchase back the propane in my tank. I'm sharing this here, as I will on every site I can, to warn others who need propane NOT to use Suburban. Please share this with friends, neighbors, co-workers, etc. If you know someone who needs to use propane, encourage them to do their research. If you know individuals who are having a home built, insist that the builder not use Suburban Propane. I'm confident Suburban works a sweet deal with the builders who after the fact could care less what the new homeowner has to deal with. As Stacy H. is doing, I'll be reaching out to the Attorney General asking that they assist not only me and my family but all the others Suburban is taking advantage of.
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April 2023 by Leslie Lien
So not subject yourself to a contract with this company. You will regret it! The previous owner of our house used this company. The tank is buried in our yard. At the time we purchased our house we had no choice but to use their service. Our plans were to get natural gas installed once we got established. We did and cancelling service with suburban propane is very very costly. Either we pay about a $1000 to have them remove the tank (they are not liable for other lines that may be damaged in the process and they don’t fill the hole back with dirt) or we buy the tank that is about 30 years old at some crazy cost. In addition, we have suspended them from filling our tank. But two times in the last year the truck has shown up to fill. Luckily we were home and turned them away. Otherwise we would have had a lot of wasted fuel we didn’t ask for. The driver told us they try to get rid of excess during the season, is probably why they showed up. And to top it off, customer service is a joke. don’t use them!
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April 2023 by Stacey H.
So when did it become okay for a company to hold you hostage to a "contract" you never signed? Also, when do you ever finish paying these people for their tank? They won't let you buy it and threaten you with all kinds of nonsense when you ask for an amount to get out of this "contract". We have requested proof of our signing that we are under contract with them and they have yet to provide it. RUN from this company, run as fast as you can. They've been sued successfully in New Jersey and we are in contact with that attorney to see if he is interested in speaking with customers from our area who are experiencing the exact same issues that were prevalent in New Jersey. This was funny....they said if we sell our house and the new owners dont use them for gas they will dig up the tank and charge US (who no longer own the home) for the cost....absolutely ridiculous and nonsensical to put it mildly. So I suppose we hold our new owners hostage ??? Comical.
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March 2023 by Kari Ellis
I would give them Zero stars but that's not available. The worst customer service. They never return calls. We have had our tank since November, and they didn't even know that it did not pass inspection until I looked on our local city website and I had to call them and tell them it didn't pass. They sent someone from the city back out and it failed again, this is after we have fought with them about the bill, they kept sending us. They said that their employee did not give us the right amount to pay. So, with all that being said, Suburban Propane came out today without a phone call or anything and disconnected our tank from my stove, said that an inspector will be out tomorrow and then they will schedule a time for them to hook it back up. So again, I have no tank and no way to cook for my family. (5 of us).I would highly recommend that you do NOT use Suburban Propane for your propane needs. A lot of the other propane companies might take longer to get out, but it will be worth the wait other than dealing with this company.
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March 2023 by Alex King
The low review score of 3.1 is absolutely accurate. This company throws all kinds of hidden fees into their contracts and is horrible at communication. They charge you $70+ to go by and look at your tank without your authorization or request. STAY AWAY
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February 2023 by Cynthia De Leon
Not happy at all. The person I am dealing with is very friendly but we have had issues since 12/30/22 (from getting the town permits and being told that issues have been taken care when in fact they were not) this whole process has been long and frustrating. Finally got my fireplace running last week SMH.
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February 2023 by K R
They're the only service in our area. We keep telling them our tank is full and we'll call them when we need a refill but they keep coming out and charging us anyways. I don't appreciate that.
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February 2023 by Itsme,Leslie Crum
Very helpful & friendly. Installed everything perfectly, inspector came quickly & of course, passed with flying colors.
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February 2023 by Sheila McHugh
We have always had a positive experience with the office staff as well as driver.
