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June 2024 by Alison Brown
Edit: Suburban was very quick to respond and fix the damage. It is my understanding that there was a driver issue and has since been corrected. They seemed to share my frustration. I'm still anxiously awaiting my next service date hoping that this doesn't happen again []
Original: Beyond frustrated with Suburban Propane from day 1. Started off with them not showing up on scheduled date AND causing serious property damage... not once but TWICE. We've been in contact w the operations manager who said they would fix it and also sent pictures of the property damage... but this was back in January. So 5 months no response and we still have property damage. I can't recommend Suburban Propane bc they can't seem to follow thru or own up to their mistakes.
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May 2024 by Jeff Haidinger
The techician was great
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March 2024 by Larry Wright
The girl at the office was very helpful . Went out of her way to answer and solve my questions
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February 2024 by Susan Moore
I was very pleased with the interaction between their billing office and myself. They answered all of my questions and let me know that since my parent was elderly, they were entitled to a senior rate. I truly appreciated their kindness and assistance. ?
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January 2024 by Rodney Houston
Called as a new customer was highly impressed with Correna. She was very knowledgeable friendly and professional. That is what I look for in a company. Treat me as if you want my business.
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January 2024 by Marie Osborn
WORST Propane Company EVER!Suburban called and left a voicemail in November telling me they had a special running if we wanted to take advantage. We were down to 30% and the cold weather was coming so I scheduled a delivery. The day came and it was raining and I waited all day and no one showed up, no call to let us know they were on the way (we have dogs and that has always been our request because we need to lock our dogs up). I called the next day and they rescheduled, they couldn’t give me a date this time and said it would be between 7-10 days but most likely it would be on a Tuesday since that is the date they service my area. I called 2 Tuesdays later in the am and they said that I was on the schedule for that day. I waited all day and nothing so I called an hour before their office closed and they said there was a mixup of drivers and my fuel wouldn’t be delivered that day but, they would put me on the schedule for the following Tuesday. Tuesday rolled around and no call, no show. I called the office again an hour before they closed and they said we weren’t on the schedule because of another mixup on their part. She saw all notes taken from my previous calls, apologized and said they would reschedule. I couldn’t believe it. I told her that I would let my husband call and take care of it.We decided we didn’t want to do business with them anymore and began looking at options for removing our gas logs and having them pick up their tank. One day I ran to the store and when I returned home there was a bag on my door with a bill because they came out and filled up the tank!!! No call to say they were on the way, NOTHING! To top that, the price was their normal pricing and not the discounted rate.My husband called their office and spoke to someone who said they would pick up the full tank and we wouldn’t be charged. 2 weeks went by and he called again only to hear there was no record of his call. We had to pay for that propane because they said we called 3 times to have it delivered. CAN YOU BELIEVE THAT!!!Go with Virginia Propane, anyone else but not Suburban. They DO NOT HAVE THEIR ACT TOGETHER!!!
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December 2023 by Hannah N.
I have had numerous issues with Suburban Propane. The most recent being that on my most recent fill up about a week ago, they proceeded to charge me $5.75/gal for 52.2 gallons and billed be $326. Four months earlier they filled my tank with 67.4 gallons and my total bill was only $155. When I called to question why this was so high, the customer service rep stated that the prices of propane fluctuate and the last fill-up I had in August I paid $4 and some change per gallon. I'm no math wiz but $4/gal X 67.4 gal = $269. My bill in August wasn't even close to that. Initially I thought to myself "Okay, I guess it is what it is" but then I contacted my father in law who gets propane through Quarles and he said they filled up his tank this morning for $3.39/gal. I get it prices fluctuate like gasoline, but $2 between companies is absurd. This prompted me to call again to dig further into the issue. I got the same customer service rep as the first time I called and after asking more questions and the rep doing their job she informed me that they made a mistake and I should have been charged $2.51/gallon. While I am pleased that they corrected this, I feel like they would have let me go and pay the $326 if I hadn't called back a second time and expressed my frustration. On another note, I have been scheduling my own propane deliveries and this year I scheduled one in February and one in August, 6 months apart. Then I get a random delivery in December that I did not schedule. When I asked about this they said I was on auto-delivery that estimates deliveries based on usage. If I wanted this, I would have asked and now I am stuck paying for this propane that I didn't need yet, in a month I was not prepared to pay for it. I have numerous other issues that took numerous calls to get fixed, and while they have all eventually been fixed, the process needs to be better so that there aren't so many calls having to be made.
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November 2023 by Kim Smith
I wanted it known that I have NOT had a good experience with Suburban Propane. But Ms Regina Sale changed my mind. She was amazingly kind, friendly and caring. She took the time to patiently listen (I was frustrated…) and resolved my issue and called back in minutes. I am impressed with Regina’s customer service, we need more kind people like her. Please give Suburban a try and support local businesses. Thank you Ms. Regina!
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August 2023 by Linda Schnarwiler
Super Duper Happy from Denise in the office to Travis here at the house! All went well and I am happy as a clam!
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July 2023 by Tasha Ford
Just as many other homeowners have shared in their reviews, the local customer service at this company is unequivocally deplorable. We have a 500 gallon tank installed by our builder, however we only use gas for cooking. After the first ‘refill’ (2021) that cost almost $1K, I requested that we be removed from their automatic refill program/process. I was told that the change was made and was left with still having to pay the bill. Fast forward to late March 2023, there’s another ‘surprise visit’, but no ticket or notice of this ‘delivery’ was left. We only knew about the amount from a bill that was sent. We checked all of our ring cameras and do not see the any delivery being made. I was told there is a gps tracker that shows when and where the trucks go and they apparently have record of the delivery. So, the customer service rep was nice enough to suggest forwarding my call to a supervisor, I believe his name is Troy. He was beyond rude interjecting while I tried to explain the situation. Then I just gave up. I told him that I will talk with my husband about what we could commit to and give them a call back. He proceeded to tell me that I needed to call back the next day and that it needed to be paid off and not ‘drug out over months and I would hate to have to handle this differently’. I circled back to his comment and explained my concern that he sounds like despite what my husband and I can commit to, for yet another almost $1K bill, it had to be something he agreed to. It wasn’t until I informed him that I was dealing with a cancer diagnosis and just now able to talk to call and take care of this astronomical bill that he began to calm down. Then when I called back today and told the rep the monthly amount we can commit to, the rep went to inform him. She comes back and tells me that he wants us to double the amount. If we could double it, I would have lead with that. Needless to say, my husband and I are less than impressed with this company and this is enough for us to look for another service provider. There’s no need for the auto bot to reply with the same “we are sad to hear that…., please provide us with your address…”. If you really cared, both calls could have been handled differently.
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July 2023 by Pete Herold
The technician “Travis” came out to do a propane system inspection and was through, knowledgeable and courteous! He spent several hours checking, verifying and also replaced two secondary pressures regulators. The cost was very reasonable and his work was high quality!!! I was very impressed ?
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June 2023 by Bernie Sheetz
The only issue that I have is that they leave the bill on a side door that is never used!
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June 2023 by weather makers
What good company. The drivers are very nice.
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June 2023 by Shannon Hyatt
This company is unethical and incompetent. Get your propane literally anywhere else. I'd recommend Quarles, but anyone is better than Suburban.
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June 2023 by Ashley Oliver
We have a gas log fireplace and we had a less than professional tech who couldn't even be bothered to introduce himself at the door come out and quote us for a tank installation. Our hook up is under the deck so they wrote on the quote it would be no problem to put it where the existing hook up is. My husband took off work to be here for the installation, but the tech called out and they had no one else to do it and rescheduled, so a whole days worth of pay gone with only $50 removed from the installation fee. Yesterday another tech comes and says he's unable to put it where the original tech quoted, told me it would be $250-$400 to run copper wire to another area and place the tank on the side of the house, but we'd have to hire a plumber. I asked him if he could call the office to find out where the miscommunication was with the original quote and he said he doesn't have the option to do that. He clearly just didn't want to. The operations manager came to the house to check it out after my husband called and he said he would come out himself with a tech today to install a tank in the original place. Today they called to say they don't have two techs to come and the operations manager is too busy. The woman Denise in the office offers no advice or solutions, just excuses. We will never work with such an unreliable company. Please don't waste your time going back and forth with this unprofessional business.
