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March 2024 by Brandon Herndon
Great experience with customer service today. Brooke was very helpful.
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December 2023 by Joseph Riffe
They didn’t schedule correctly said they would be out at two pm. Calls at nine am. Said they were on the way. I dropped everything and came across the county to meet them and a hour and a half later still no show. When I go inside their office they act like you are bothering them while they sit and chat with each other and also overheard the talking about one of their clients after the person left. This is not good business I believe they need to restaff the whole place. Very rude and unprofessional employees.
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October 2023 by SR C.
The worse company in the world is here. Suburban ruins any BNB business. Mixup the accounts, the payments, the technicians and customer service are absolutely clueless. By mistake they turned off our gas tank, try to charge to reconnect, and cause us a business loss. We are changing the company immediately.
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May 2023 by Andra
I do not recommend Waynesville Suburban Propane because they are masters of the bait and switch. I was on an "automatic fill" plan for the last 5 years and never received an automatic fill. I called dozens of times and they would always say, "You will be on the auto-refill schedule next month", and, of course, I wasn't. I gave up asking after 3 years because it was pointless and I couldn't afford to switch to another company (the bait and switch). More than once, I woke up in the morning and my house was around 40 degrees because my tank was empty (I assumed I was on auto-refill). I called Suburban (transferred to a call center in New York/Jersey because it was before office hours) and was told I would have to pay around $200 for an emergency refill. I couldn't afford it and had to wait until they got around to me, which meant my pets were in a freezing home while I was at work all day. Another time, I noticed the price per gallon doubled. I called other companies in the area and asked their price per gallon and it was significantly less than what Suburban was charging me. I called Suburban with this info and they immediately dropped my price per gallon significantly. There is an enormous difference between what Waynesville Suburban Propane promises and what they deliver. Educate yourself and shop other companies.Edit: They don't answer their phone and if they do, they act like the call was dropped.Edit2: Suburban Propane - If you respond to this review with your standard script like below, you will be ignored just as you have ignored me for 5 years. Also, I will advise my friends and family to avoid Waynesville Suburban Propane if they are in need of propane and propane accessories. - Hank Hill
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May 2023 by Steve Gilg
Out of gas, I’m told sometime this week, never had to make an appointment for a fill up in in four yrs. Normally they would just show up and fill my tank with a much higher price then agreed upon. And then have to call to have them lower it
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January 2023 by Louis Kucera
Suburban Propane does not answer their phone. I ordered delivery of propane last week after giving the company $1100 to auto fill my propane tank. I tried several times to ask if the propane gas was delivered last week but they are not answering their phone. It has been 7 days since I made the delivery request.
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December 2022 by Kristian O.
I am not a person who typically leaves reviews, but Suburban Propane is the worst business I have ever conducted business with. On multiple instances, I took time off to wait for their deliveries and they no show/no call on four instances. I called the Waynesville branch multiple times and was told they were "on the way" for delivery and they never showed up. When I called customer service I was told the local office was no longer taking any phone calls. I can understand staffing issues and this is the way the world is today, but I told them I had an infant and was out of propane and they had promised delivery two days ago. They do not seem to care nor do they have an excuse. It takes 3-4 hours just to get someone to answer the phone. If I could give zero stars I would.
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November 2022 by Mary Fields
This company's drivers consistently tear up grass alongside driveways when delivering gas. They obviously do not care ANYTHING about people's properties. Have complained and this is the third time they cannot stay on a driveway. Use anyone else but them.
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November 2022 by Barbara Acott
They do not come out as they tell you. Have been told two different days they have me on schedule. And would be here.Havent made it out here yet. And they have my money. Worst service ever.They were paid on dec 23rd and no gas yet.
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November 2022 by Phillip Schaefer
Terrible customer service.
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November 2022 by Jennifer Prouty
Been talking to someone about making payments and have been paying every month. Sometimes twice a month. Got my account almost paid off and they hit me with a 140.00 lock fee. Called and the lady was rude. Told them to come get their tank.
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November 2022 by patricia pezza
i have only been a customer for a few months and i already disgusted. i was lied to as to the price per gallon & now my gauge on the tank isn't working & i keep getting the run around when/if they will come check it. i was given 2 appointments to which no call/no show. do not use this company! nothing but liars & very poor customer service & should be ashamed of themselves! i was also told that the operations manager would come check it out himself, nope again lies!
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November 2021 by Jordan Pratt
I have seldom received worse customer service. I called around three weeks ago and was “guaranteed” a delivery within a week. The week came and went. When I called, Suburban informed me that I’d been “rescheduled” for a Thursday (notice that I had to call; no one informed me of the changed schedule). That Thursday came and went. Then I called one last time to express my frustration, and a manager promised delivery (with a discount) by the following Tuesday. Here I sit again with—you guessed it—no delivery. Three promises made, three promises broken. Apparently, not even their managers have the ability to follow through.Please look elsewhere. Even if the price is higher, at least you’ll probably get the gas you ordered.
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November 2021 by Stephen Palmer
Was on an automatic fill program. Waited a couple weeks after they should have filled our tank to call. They said they'd be there in a couple days. Waited 2 weeks and nothing. Called back and was told they should be there today. Waited a week and nothing again. So a month late on my automatic fill... lied to several times... we ran out of our primary source of heat in 30° weather. No excuse for such terrible service, especially when in that time I saw Freeman Gas 3 times delivering to other houses up on the mountain. Weather wasn't bad at that time. Canceled my contract and called Freeman. They showed up on time AND it cost me less to get a new tank delivered, installed and filled than what Suburban wanted just for the gas. Oh, and was told that old tank of Suburban Propane would be gone a month ago... and guess what...yup, still sitting next to my driveway! Now I'm with a local company that keeps their word... Thank you Freeman Gas!!
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November 2021 by Jon Pilkington
Called to schedule a fuel delivery, sooner than expected because last time they didn’t even fill my tank and was told by Matt that I would have to pay $350.00 up front to schedule a “full tank fill delivery. I have never had to do this in the three years I’ve been with this company. Not only did I not get scheduled I was told that someone would call me another day to clarify the “confusion”?!? Last time I had to literally beg for service because it took three days for someone to answer my call and they didn’t even fill my tank. I’ve never missed a payment or complained before. Gladly switching companies!! Do yourself a favor and find ANYONE else, don’t waste your time with this company!
