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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 Bob Norwood
I was a customer of another gas company for more than 25 years and when I needed to replace a tank they were nowhere to be found. Contacted several other suppliers and they never followed through with what they promised. Suburban answered the phone and got me scheduled in one phone call. Dealing with Suburban was easy and fast I would recommend them to anyone.
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February 2023 by Ashley King
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.
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January 2023 by Ellen Salter
The customer service is poor! I have been scheduled 2 × for completing the installation and no agent or person called or contacted me regarding these no-show episodes. It has been almost 4 months since the process started.. Agents do not follow-up with me after I call regarding questions.
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January 2023 by Melissa Sherman
My experience was a 5 month nightmare. Since they have the monopoly on propane service in my area I had no choice but to use their service, from quote to finished the job it took them 5 months. If I had any other company to use I defiantly would have. Their customer service stinks. Employees do not know their jobs. Follow up is terrible. They are not worthy of a 1 star really.
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January 2023 by Darrell James
Overcharging, suppose to maintain a certain price if monthly payments made. Got charged for someone else's amount. Received a bill for $857.57 then received another bill for $1,215.57 days later. Got filled in November for 59 gallons to 80% tank. No way we used that amount in that period of time.
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January 2023 by Joy Hooks
Wonderful company to deal with. We've been with you a long time and would not ever want to change. Thanks for the great service, couldn't ask for more.
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January 2023 by brenna geraghty
We had Suburban for 3 years and finally couldn’t take it anymore, and switched to another company. Suburban’s customer service agents seem to have no idea what they’re doing, and it’s always a toss up whether the technicians are actually going to come or not. During the 3 years we had Suburban, every winter in January our tank ran out because they did not come regularly to fill it as they were contractually obligated to. Because we live farther out from their station than they apparently can be bothered to travel, it would usually be several days before they would fill our tank, meaning we were stuck without heat or a way to cook or dry laundry for days at a time. Over a month ago, we switched propane providers because of how frustrating Suburban’s customer service was. They still have not come to remove their tank, which is still 55% full. They were supposed to come last Thursday, but didn’t. I received a call saying they would be out today (Monday) because they “just didn’t get around to it” on Thursday. We just got a call from their technician saying he would not be coming today because he forgot it is his wife’s birthday. How is that the customer’s problem?? They are supposed to refund us for the propane left in the tank, and we need that money so we can pay our new propane company. The technician claimed he will come tomorrow, but at this point we’re not expecting that to happen. Our whole experience with this company has been absolutely awful and nonstop stress. We just want to get their tank out of our yard and get our refund so we never have to deal with them again.
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January 2023 by Amy Belzile
After receiving a questionable invoice for “propane minimum”, I reached out to customer service. Instead of listening to me I was treated with a very aggressive attitude. Instead of trying to understand why I was upset (it was the driver who suggested not adding any propane) she quoted contract language & was trying to change our service level. Never did she seem to understand why I had called. I left the call with such a bad feeling toward suburban propane & I will be sure to share this experience with neighbors in my community.
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January 2023 by John Janca
For some reason, the rep who delivered my order for propane split it into two bills. One for 5.1 gallons, and one for 78.2 gallons. I only have one tank so do not under stand why I got two bills. Both bills include transportation and Safty P&T fees. Nope! not paying the bills till I get an explanation where he put the 5.1 gallons. And even if he did put it in one of my lowes blue buckets, I am not paying two transportation fees of 12.92 and 11.96 Safety training fees. NOT HAPPY
