Suburban Propane, L.P.

Review: My mother-in-law had an account with Suburban in Delaware, which her son and took over payments under the account. Upon moving out, we continued to make payments under an agreed plan, but no longer received the bill for the outstanding amount owed. Payments were made directly from our bank account to Suburban Propane under the account number provided. Around March 2014, we contacted Suburban to determine the status of the account and were told that we were due a reimbursement of $200. They had been attempting to send it to the beach address, which was no longer a good address. At that time, we provided the correct address to send the payment at our new address. After a couple weeks, we did not receive the reimbursement, and received a phone message from a [redacted] with Suburban. She advised that the check had been returned as undeliverable for some unexplained reason. We then contacted the 800 number Ms. [redacted] provided. Eventually, we were transferred to a [redacted]. He indicated that he had discovered the problem and would be resending the check. He left his direct line at [redacted], and advised to call back if we did not receive it shortly. After a couple weeks, we did not receive the reimbursement. I called [redacted], re-explained the situation yet again, and again was advised that the check would be mailed. Again, no check was received, and I contacted [redacted] again. This time he advised that his supervisor was involved and we should have the check within a few days. Again, to date, we have not received the reimbursement check. I called [redacted] again today, and he indicated that, in fact, he had turned the matter over to the local office (whatever that means), and had no information on the status of the check. At my request, he transferred me to his supervisor, which just sent me to a voicemail. When I called [redacted] and explained my frustration and inquired how the situation would be resolved, he hung up on me.Desired Settlement: Quite simply, I would like Suburban to return the amounts due us as they themselves indicated as promptly as possible. I am utterly baffled at the difficulty they seem to be having in simply mailing a refund check. I believe at this point, the amount refunded should include interest, given the extreme delay.

Business

Response:

Our Accounts payable dept. re-issued two new checks on the 17th of June.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I moved to a new residence in September of 2013. I have never had gas as a source of fuel up until this point. I contacted Suburban Propane for new service since their tank was already in the ground on the property. I figured it would just be easier for them to turn on service instead of shopping around, and possibly having to pay for a tank removal. I agreed to have them as my propane provider and signed the necessary paperwork. I was told that as a new customer that I would be locked into a price of $1.99 per gallon for the first year of service. I had them enroll me into the budget payment plan, and they estimated based on my appliances and consumption, that I would pay $75 per month. I had received several deliveries with no real problems to speak of, until my last delivery on February 17, 2014. I was shocked to see my invoice that was left on my door after the delivery of 158.6 gallons at $4.23 per gallon for a total bill of $723.33 after all of the taxes and fees. I figured it was just an oversight since I was locked in at $1.99. I called the local office here to inquire about the invoice and was blatantly told that propane prices have gone up, there was nothing they could do about it, and they are just passing along the increases to the customers. Cost of doing business, I was told. When I brought up the fact that I was promised a locked in price at $1.99 for the first year she immediately told me that I had no such locked in price, and the price they lock in new customers at is only a verbal agreement and they can adjust the price at any time for any reason, and there was nothing I could do about it. I would just have to live with it. I then sent an email to the corporate office and am still waiting for a response. I believe that this is no way to do business. If they were not going to honor their so called verbal locked in price for new customers they should verbally tell customers that price fluctuations may change prior to activating new service. I checked with other propane companies in the area and was told that they are still honoring their locked in pricing to their customers despite the rise in national propane prices. I am fairly certain that if the price of propane greatly decreased because of a surplus, they would not have lowered my locked in price per gallon. As it now sits, if I continued to pay my monthly budgeted statements at $75 per month, I would not have my balance paid at the end of the year if I did not get another drop of propane from them. My propane bill just jumped up about 125%. This to me is a horrible way to do business. With so much emphasis by businesses on customer service, this is an extremely poor example of how to treat customers.Desired Settlement: I would like Suburban Propane to honor the price that they quoted me upon activating my service at $1.99 per gallon for the remainder of my first year of service. I would like Suburban Propane to adjust my current bill to reflect this price difference as well.

Business

Response:

The manager has talked to the customer and explained the price increases and agreed to rebill his last delivery at @2.999.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Suburban Propane took over my previous propane provider, Agway Energy. In 2002-2003 I purchased a 330 gal propane tank from Agway for heating a newly built swimming pool. I would purchase my propane from Agway each summer. There were NO other fees associated with my relationship with Agway. Suburban acquired Agway some time thereafter and I began purchasing propane from Suburban as needed for some years. At one point I began to get billed an approximate $10 fee which I complained about many times. The fee was waived at times but, after repeatedly receiving billing notices and calls, I finally agreed to pay as "maintainance fee". This continued until recently when I received a notice increasing my "fee" from $10+ to $70+, due to "increased steel prices". When I refused to pay the increase, I was told that I would have to as part of the "rental contract". I do not remember ever signing a rental contract with Suburban or Agway, rather I recall having purchased my propane tank outright from Agway in either April 02- September 03. Though I no longer have the paperwork associated with that transaction, I asked Suburban to produce the alleged RENTAL Agreement. They are unable to do so but are insisting nonetheless that I am renting the tank, they own it, and am responsible for "rental fees". They have stated that they may have lost the copy of this alleged rental contract "due to some floods they suffered". They are also insisting that the burden of proof of my ownership of the tank is on me. All I have is my recollection, the approximate date of installation, and the person's name who installed the tank from Agway (Art Tobasco).Desired Settlement: I would like Suburban to cease billing me for "rental related fees" unless and until they can show me a signed rental agreement with either themselves or previous owner Agway. I do not think this proof is forthcoming as I recall purchasing my tank however. Unfortunately I have not retained any purchase or billing correspondence with Agway from that far back.

Business

Response:

Thank you for bringing your concern to our attention. We are sorry to hear about the issue you are experiencing with Suburban and the fees you are being charged. Unfortunately, we are not affiliated with Suburban Propane. We do not conduct business nor are we working in any partnership with Suburban Propane.

Our recommendation is that you review the rental agreement you have with Suburban to make sure those charges are being assessed according to the agreement/contract in place. If, you do not have an agreement or a contract, we recommend that you contact your closest Suburban dealer and ask for the charges to be waived. The best way to resolve these issues is to speak with a representative of the company and to explain your situation.

Again, these are simply recommendations based on our general knowledge of the Propane Business.

It’s important to keep in mind that every company operates differently and have their own governing rules in place to manage their business. We do not know what your previous company sale to Suburban Propane included. More often than not when these acquisitions are made the new company adds the previous company’s account base to its existing customer base and requires customers to follow Suburban Propane policies and procedures. We don’t know if in fact that is what happened in your situation but there’s is only so much info we can give you in regards to other organizations.

We hope I was able to steer you in the right direction with your complaint.

If you have any further questions or comments regarding this matter, please feel free to contact me directly:

Business

Response:

Several attempts to reach the customer have been made unsuccessfully. A message has been left to call the manager [redacted] on her cell phone.

It has been concluded that the tank was a special order purchased to sell to customer in 2004, the tank was set but not billed to the customer,at least under this account. The tank is more than 10 years old, with a depreciated value , the manager recommends conceding tank ownership , relabeling tank as customer owned , and getting an updated signed customer owned tank agreement and removing tank rent from customers profile. We will take these actions when the customer calls back and we can confirm the customer will sign an updated agreement.

Consumer

Response:

Hello

I would be more than happy to consider your offer if you would supply a phone or email contact for [redacted].

I am rejecting this response because:

Consumer

Response:

I am rejecting this response because:

Thank you for the contact information. I will attempt to directly contact [redacted] in order to seek a solution to the complaint.

Her contact information does NOT in and of itself provide any closure to the original complaint. I will inform Revdex.com if and when such a solution is reached and close the complaint at that time.

Thank you.

Review: I own a child care center in Fairfax and decided to go with a local propane vender instead of a big corporation at the beginning of this heating season. I called suburban propane to pick up their tank. By law they have to give me a refund for the amount of fuel that is in the tank at the price I paid for it within 20days (which was over a dollar more per gallon than the local vender). Bottom line they lied about the amount of fuel I had in the tank and gave me a check for about 25% of what I really had in the tank. Doing a quick search on the internet reveals this is common practice for them.Desired Settlement: I am seeking a refund of $750.00

Business

Response:

We received the customers information about the detailed explanation of how he came to believe how much gas was in his tank, and discussed with him his concerns. We are certain the full dollar amount due to him , we credited 27% based on the guage reading, and after pumping the gas out, the amount returned to inventory was 25% of the tank volume. Therefore the amount of the credit was actually more than what was owed. We can not credit your account for more than 27%, we have refunded more than what was pumped out.

Consumer

Response:

I am rejecting this response because: Because they are outright lying about the amount of propane that was in the tank. I weigghed it my self before it left my location and I figured it had about 70% in it. I had them remove it in sept. and they had filled it in june of the previous spring. I do not use propane for anything else than heat. I did not turn the heat on at all in those months. Try to explain where over 50% of the tank went. They are crooks. After spreeding the word of what they have done to me I found out many other deceptive practices they do. Like automatic delivery with budget billing. They on purpose deliver at night to charge an after hour bill. then they let people run out so they can charge for emergency fillup and restart. One person I had talked to. paid about 2200.00 for propane one year. Then the next year when he signed up for automatic and budgeting. This year his heating cost went over $6,000.00. They need to be stopped and held accountable for their decetive practices. I do not plan to stop my efforts until I am fully re-paid. $750.00 is what I am due.

Business

Response:

In response to Mr. [redacted] rejection, Suburban Propane,L.P.(Suburban) refunded Mr. [redacted] $429.87 on November 15, 2013. This is more than we owed him. This was conveyed to Mr. [redacted] in Suburban's original response to the complaint he filed with your office and in an e-mail sent to him on December13, 2013 by our local manager

There is nothing more we can do for Mr. [redacted] reguarding this matter.

Review: I was previously a customer of Rocky Mountain Propane for 3 years and never had any problems with making monthly payments. When Suburban Propane purchased the company, I have discovered that they apparently do not like accepting monthly payments. Yesterday (7/10/13 they locked my propane tank due to "non-payment". However, this is not true, because I have been making minimum monthly payments of $50. They have also been charging late fees and interest charges every month, which they are not willing to reduce. Our balance is only $282 and they are stating that we have to pay the balance in full along with a $175 reconnect fee before our service will be turned back on. If we had the amount due, we would have paid it. Since we do not, we have made monthly payments. As well, after receiving a letter from Suburban stating my service would be shut off, I called and spoke with a local representative. She told me that the letters were uglier than they really were and to just continue making my monthly payments. I do recall asking her if my service would be shut off and she said "no", as long as we continue our monthly payments - which we have done. Today, I spoke with [redacted] (manager) in the Washington office and she did not sound like she cared at all. However, in the mean time, we have no hot water and no way to cook a meal. Fortunately it is summer time and we do not need heat. I am shocked that such a big company is in such dire straights that they are not able to accepts monthly payments from a family who is struggling financially.Desired Settlement: We would like our service to be reconnected with no additional fees and for the company to accept 3 more monthly payments in the amount of $94.00 to pay the balance in full.

Business

Response:

We have set up Auto payments for the $94.00 (3 payments)

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Original contract with this company was for auto delivery. I have contacted them multiple times to make service an on call delivery. Company proceeded to deliver a scheduled delivery and driver thought the whole situation when I explained it was funny because I'm not the only one. Immediately called the office and was assured that my account would not be charged the automatic delivery fee and that they did not see that the account was will call. Supposedly it was changed (have been assured of this before). I was billed the automatic delivery fee and called and was unable to do anything other then leave a message with a live person because the account people were off. 11/25/13 get a call from the person who assured me that I would not be charged the automatic delivery fee and that she was very sorry that she had forgotten to change the account, to ignore that bill and that I would get an appropriate rebill. Rebill has arrived with no changes as was stated in the call twice and now there are late fees charged. I would call them for a third time regarding this specific bill but cant see the use since they haven't completed anything they have said yet.Desired Settlement: I want this bill settled as they assured me on the phone. Then I plan immediately changing companies.

Business

Response:

The Rebill is currently being processed

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have been contacted by the company and received a verbal description of a correction to my problem. As I have heard these assurances twice before I am waiting for the rebill to correct the account. Please leave this complaint open until I receive written confirmation of the resolution.

Regards,

Review: I called to fill our gas tank and [redacted] propane was sold to suburban propane and the lady told me I HAD TO STAY with them bc we had a contract with [redacted].. I was told I needed to put a minimum of 200 gallons so I agreed. I was never told the price per gallon! They came out and filled our tank and charged us 2.59 a gallon when I called and they are 179 a gallon.. when I called to tell them the competitiers are 179 they told me that was our going rate and we even paid that day. I wrote them a check of 540.49 that day!! I called and talk to a manager and all he could say is our credit without showing us a credit report when both of our credit is over 700!! I am very upset with this company and would like them to give me the gas for 179 a gallon or fill it up to equal what I paid at 179!!Desired Settlement: I WOULD LIKE THIS NEW COMPANY TO GIVE ME THE RATE OF 179 A GALLON OR FILL MY TANK TO THE AMOUNT I PAID AT 179 A GALLON..

Business

Response:

The customer called on 10/15/13 stating her tank was at 5% and was requesting a minimum delivery. She was advised the minimum delivery is 200 gallons and we would need to collect $540.49 because her credit term is COD. She called back after the delivery was made and paid for and questioned the price. I advised her because her account is Will Call and she ordered a minimum delivery instead of a complete fill the price per gallon is higher. I explained the 3 previous deliveries ( minimum fills) were charged at the same rate.

Review: When I bought propane and heating oil, the company was [redacted] Energy in Morrisville Vermont. I got a fuel assistance credit from the state of Vermont to use towards my fuel. I got a bill from Suburban Propane P0 Box 160 Whippany, NJ 07981 yesterday for $188.72. I called today to inquire about it, I hadn't purchased anything from this company and had a $0.00 balance from [redacted] energy when this company took it over! The lady named [redacted] said she had to call me back. She called back and told me they had to send $188.72 back to the state of vermont, because I didn't use my credit by 2/22/2013. I told her this made no sense to me, I paid [redacted] on 3/2/2013 I had 100 gallons of heating oil delivered, they used the rest of my fuel assistance I had credited and I owed $134.98 pd with Check [redacted]., which paid my account in full!! I recieved a bill also for my furnance cleaning for $327.31 which I paid 5/20/2013 check #101 which made my account paid in full!! She told me that my fuel assistance didn't include propane, so I had a credit balance of fuel assistance back on my account, since I didn't use it by 2/22/2013 they just sent it back to the state, making me owe $188.72. I shouldn't of paid for my heating oil on 3/2/2013 of $134.98 because that was covered if I had a credit for 188.72. I told her this made no sense....it was there mistake not mine, she apolized, but told me I owed this....so by my calculations if I had a credit and was never told, I shouldn't of got billed for the 134.98~ that was my credit applied to my account~ they should of billed me the 188.72 because that shouldn't of come out of my fuel assistance, but instead I already paid 134.98 and on top of that they want me to pay 188.72~ because they messed up......my figures tell me I owe them a told of 188.72-my payment of 134.98 (that was heating oil so I should of paid 0.00)=I owe them 53.54 and not a penny more!!!!!Desired Settlement: This was there billing mistake not mine!!!! If in fact I owed them 188.72, then I already paid them 134.98= so I only owe them $53.54.....but they never told me I had a credit, they never put it on any bills they sent me.....I paid what ever was on the bill and owed $0.00 to [redacted], so could you help me please and thank you!!!!

Business

Response:

Ms [redacted] got a Fuel Benefit for $1682.00. She used $1493.28 in Fuel Oil. The balance of $188.72 was returned to the State of Vermont. The State only pays for one Product. Ms. [redacted] also used Propane. She has been a customer for years and knows how this works.Before the conversion both products were set up on one account. The balance due for LP which she did not pay for.

Review: I AM A SERIOR LIVING YEAR ROUND ON FIX INCOME USING PROPANE FOR COOKING ONLY.IN SEPT 2013 I GOT A BILL FOR $60.00 FOR NOT BUYING PROPANE IN THE LAST YEAR. I CALLED THE OFFICE IN [redacted] AND WORKED OUT A WAY WITH THEM THAT THE BILL WOULD BE DISMISED AND I COULD USE THE 8% IN MY 120 GAL TANK AND CALL THEM WHEN IT WAS ENPTY.IN AUG. 23 2014 FOR $60.00 FOR NOT BUYING PROPANE IN LAST YEAR I CALLED THE LOCAL OFFICE AND THEY WANTED TO TRADE TANKS EVEN THOUGH I HAD 8% IN MINE AND THE $60.00 BILL WOULD BE DISMISSED.I TOLD THE PERSON TO SEND ME THE 8% IN MY TANK IN THE SMALLER TANK THEY WOULD BRING ME ON AUG28 DOING THIS PROPANE TRADE WOULD NOT GIVE ME A BIG BILL FOR PROPANE AN WE AGREED ON THIS TRADE.ON TUES AUG 26 THE TANK WAS DELIVERED.TWO DAYS EARLY THEN I HAD TO CHANGE MY DAY TO STAY SO THE MAN COULD LIGHT THE PILOTS ON MY STOVE.AFTER THE TANK WAS SET THE MAN TOLD ME THE TANK WAS FULL 44 GALS I TOLD HIM I DID NOT WANT THAT MUCH.THAT MEANS THAT A BILL IS COMING FO $175.00 OR MORE.THAT MUCH PROPANE WILL LAST ME YEARS.THE MAN CALLED THE OFFICE AND TOLD ME THE OFFICE WOULD CALL ME HE DID AND SAID HE WOULD TALK TO HIS BOSS AND CALL ME WED.NO CALL ON WED. SO I CALLED THE OFFICE AND GOT NO ANSWER I CALLED 3 TIMES.NOW IT IS THURS AND A MAN FROM SUBURBAN PROPANE JUST CAME TO CHANGE MY TANK WITCH WAS DONE ON TUES.AND NO PHONE CALL FROM THE OFFICE YET THIS IS THURS.I CANT TALK TO NO ONE AND I HAVE A BIG BILL COMING THAT WILL BE HARD TO PAY.AND AS MUCH PROPANE AS I HAVE I WILL BE GETTING MORE BILLS FOR $60.00 FOR NOT BUYING MORE THATS NOT FAIR

Product_Or_Service: PROPANEDesired Settlement: DesiredSettlementID: Other (requires explanation)

I WOULD LIKE THE MAIN OFFICE IN ATLANTA GA. TO READ THIS

Business

Response:

We credited the customer the 9.6 gallons from the 120 tank and charged him $2.299 per gallon for the35.4 gallon differential. The balance after the credit is $81.38 which we offered to split up payments on a budget for him. As it stands we have provided free service and a reduced gas rate for the customer.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Inability to remove pipe from top of underground tank in timely manner

In November 2013 Suburban Propane mistakenly filled my underground tank with 360gallons of propane. I own my own tank. When asked to remove the gas they sent a gentleman to remove it three to four weeks later after the ground was frozen. This took several phone calls. He was unable to remove the pipe he used to with draw the propane and said he would be back when it was warmer. Another phone call when it was warmer three weeks ago,assured me they would be by. Still no action.Desired Settlement: I want them to remove the pipe is all.

Business

Response:

The pipe used to pump out the tank was removed from the tank on 4/30. The customer was home and approved the repair. We apologize fo the delay in completing this project!

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business Suburban Propane in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for your attention to this matter.

Regards,

Review: Demand of payment for gas delivery. With no notification of delivery or proof that delivery was ever made. Supposed delivery occurred after written notification to stop all deliveries. Repeated harassment for payment with no proof of delivery ever produced. Notice this for the 1st time last year. Thought honest mistake until it happened again this year. Now wondering who is filling their grilling tanks at our expense. Was already going to stop dealing with them due the number of deliveries made when rate increases happened and not on a steady basis as agreed.Desired Settlement: To inform other customers of this companies practices and to get the company to respond to all written complaints and/or request of services made on their web page or by voice mail message left on the customer service line

Business

Response:

The manager contacted the customer and they discussed his concerns and came to a mutually agreed upon resolution.

Review: Suburban Propane came on to my property without my permission, filled my propane tank without my permission, then has continued to bill me and harass me about it for the past two months.

When I requested a copy of the agreement to verify what type of service I had agreed to, not only does the form NOT allow for them to do business in this manner, but also, my signature on the service agreement was apparently forged by someone else, as it is not mine.Desired Settlement: They need to change these unethical practices.

They ([redacted]) needs to stop contacting me.

Business

Response:

The customers balance has been written off.

Review: the last delivery of propane was made early In 2011. upon completion of the delivery I notified Suburban P. "do not deliver any additional gas until notified by me." these instructions were honored until May 2014. 53+gal. of gas were delivered with absolutely no prior notice {no one was home}.I called the office and told them to remove the gas that was not ordered. Suburban P. Since then the only response that I have received is monthly invoices which add 18% interest to the account balance .I want the gas removed .Incidentaly, they are charging me $6.40 PER GALLON. Iam 80 yrs. old with dying wife and massive medical expenses I need help. A possible solution is to recover 53.6 gal.of propane or remove the underground tank , fill the excavation and,resod the lawn.Desired Settlement: see abovecomplaint

Business

Response:

Spoke to the customer and agreed to remove the 53.6 gallons. Explained that we hsve a minimum usage which is part of his agreement, which we mailed a copy. Updated his records to remove water heater and dryer out of the system. Uses gas for fire logs and gill only.

Review: The company that I contracted with was Legacy Propane. I have had them since about 2003. Suburban Propane bought them out and since then the service was horrible and prices were going up every time they came out as well as additional fees. I cancelled service with them and they would not come out and pick up their tanks. They said they would come when they had a truck that was in my neighborhood. After 4 months of their tanks sitting in my back yard and them promising to pick them up and not doing so I called and told them to come and get them or I would have a recycler come and haul them off. They came out and picked them up, finally, and stole my regulator and valve. Shortly thereafter they sent me a bill for $100 to come out and pick up their tanks. I called and complained and the lady was very nice and said she would talk to her manager as he was out. She verified the regulator and valve were mine and put the price to rebuy them at about $125. I thought nothing of it until today I received a bill for $90.00 for a "close out fee". With taxes and a late fee you guessed it $99.94. I am not going to put up with it. I am sure there are a lot of people upset with them, and that is why they did not need their Propane tanks back right away. I am sure they have a surplus. My new company has done very well for me. I asked them to compare the amount Suburban charged versus the price they would have charged over the same time and I would have saved over $200.Desired Settlement: I want the $200 plus the $125 for the regulator plus take that $99.94 off my bill. That is only fair!

Business

Response:

The manager spoke with the customer and addressed his concerns. He was charged a pick up fee and close out fee which are standard tank removal fees and one in the same. There was only one fee of $90.00 plus tax. Because of the length of time it took to pick up the tank the fee has been removed as a courtesy. I explained the regulator is leased with the tank and is noted in his signed service agreement which is being mailed to him. There is no evidence of over-charging him and the customer has a zero balance.

Business

Response:

The manager spoke with the customer and addressed his concerns. He was charged a pick up fee and close out fee which are standard tank removal fees and one in the same. There was only one fee of $90.00 plus tax. Because of the length of time it took to pick up the tank the fee has been removed as a courtesy. I explained the regulator is leased with the tank and is noted in his signed service agreement which is being mailed to him. There is no evidence of over-charging him and the customer has a zero balance.

Review: Overcharged for propane delivery

United Propane, now part of Suburban Propane, delivered propane to my house in March 2013 at a rate of $3.09 a gallon. My most recent delivery, billed on November 11, they charged me 4.22/gallon, over a dollar/gallon increase.

Thinking maybe rates had gone up, I did some research and found that other Maryland companies are currently charging between 3.30-3.50/gallon. When I called United/Suburban Propane to challenge them on this, the lady I spoke to basically told me that they don't negotiate prices with customers and what I pay is what I pay, despite the fact that the salesman at United Propane ([redacted]) had "negotiated" (corrected the price when I had been overcharged) in the past with me. I asked if this meant she was willing to lose my business, and she basically said yes.

So now I have to choose between overpaying for propane or for paying over $200 to have their tanks removed and seek another company, and obviously neither option is appealing. It's not a fair choice, and it's not a good practice to gouge your customers with inflated prices and then refuse to negotiate.Desired Settlement: I would like to be put on market rate and not have my prices inflated based on usage. 4.22 is absurd when other companies are charging as low as 3.30 or 3.50.

Business

Response:

The current price for annual usage of 250 gallons is currently $4.22/gallon

This account has historically been charged an under market rate.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This response is basically the same answer the lady on the phone told me, and I think it's bad business. I would love to see their full pricing scale. So because I only use 250 gallons a year, I pay 4.22 a gallon (again while other companies are charging 3.30-3.50 a gallon). I'd love to know what someone who uses, say, 500 gallons a year pays? Is it a smaller per gallon fee? That way they can still make the same amount a money off a customer no matter how much product they use? On what planet does this pricing model make sense?

Imagine you go to the gas station and fill up your 10-gallon Honda Fit for $4.50 a gallon. Meanwhile, the person driving the 30-gallon Hummer only pays $2.50 a gallon. Sounds crazily unfair, right? I can't think of any example where you pay for any other product using the mentality that United/Suburban Propane uses. Buy less, pay more!

I believe my rate should be lowered to something at least faintly resembling a fair price. Because paying nearly $1/gallon more than the average price is ludicrous, and again this company gives no real good option for seeking another propane provider. To leave their service, you have to pay a $200+ fee for removal of tanks. Also, from their online reviews ([redacted] Reviews and [redacted], both astoundingly negative. ), past customers have had a very hard time being reimbursed for the existing propane in their tanks upon removal. I feel like the company has me hostage "Pay what we say and you have no real recourse. You can't go to another company without a huge expenditure and inconvenience," which is why I turned to the Revdex.com for help. I think it boils down to a lack of fairness and poor business ethic.

Business

Response:

The rate is based on usage. The more you buy the less you pay. The rate the customer is quoting is for a new customer ( first fill) using 800 gallons annually.

We will offer a 25 cent credit per gallon for delivery on 11/11/13.

Review: This the 2nd time I had a gas smell/leak in my house, the first time was 2008 on both occasions Suburban did not proceed properly putting my life and property in danger! On this particular occasion, July 3, 2014. they did send a tech to my house and he claimed there was something wrong with the turnto my gas stove. I was told to get a repairman. I had to order a part and get a repairman in at my own cost. I was w/o a stove for weeks. After fixing the stove, both myself and repairman still smelled gas but he thought it may be residual. I called Suburban a couple of times more they told me I indeed did not smell gas!!! their tech assured them! Because I was told it might be the stove, I went out and purchased a new stove. After the tech from Suburban installed the new stove( at a high cost, also), I still smelled gas!! Now with the cost of a part, an appliance repairman and a new stove, I was in deep financially. Suburban still told me I COULD NOT BE SMELLING GAS!!! The customer service repeatedly treated me like I was an it. They finally shipped me to a manager named [redacted] listened to me but insisted on speaking to the appliance man who told them he felt there was a problem and someone should come out because that was a Friday, they were waiting till the next week but before that could happen, I ran out of gas, that's why the constant gas smell. the fumes were coming up from the bottom of the tank. As if that was not bad enough the delivery person didn't want to deliver till Monday at which time he delivered and then promptly shut down the tank saying it had a problem. back to calling Suburban they had to send out a tech again. Today 8/14/2014 someone named [redacted] called and told me I owe a previous balance and needed to pay up. I am on the budget plan, had no previous balance, paid my budget bill had not had a delivery of propane for OVER A YEAR!! How come nobody knew the gas smell emanated from the fumes at the bottom of the tank.Desired Settlement: In my opinion, Suburban cost me over $1200. in unnecessary costs not to mention my time and the fact that customer service ignored my needs and questions.

Nobody contacted me or ever said I had a balance, they did not have any issues with my billing process.

I need a refund check for all costs totaling $1200.

Business

Response:

The issue has beeen resolved to the customers satisfaction.

Consumer

Response:

I accept the terms. As of 8/27/2014 I have had all issues resolved. Thank you Revdex.com and Suburban Management Team.

Review: We contracted with another provider in Jan. 2014. At that time we requested our rented tank be removed. Two weeks later tank was still present in my yard. We called again, response was basically "they are busy and have other things to do." Four months later, in May 2014 tank was still in my yard. We called again, this time to a toll free number. Our information was taken. We were told there was no pickup order entered, but this would be forwarded to the manager. Two days later someone calls and asked for our account number so he could "pick up our tank." Two weeks later in late may 2014, tank is still in my yard. We call and get the run-a-round again. "They are busy and we must wait in line." It is now early June 2014. The tank is still here. I am simply wanting it removed ASAP! I think five months is long enough.

Account_Number: unknownDesired Settlement: DesiredSettlementID: No settlement requested - for

I would like for them to step up and provide decent customer service, and remove this tank. Maybe they should pay me for storing the tank in my yard.

Business

Response:

The tank will be picked up by June 7th.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: I received an invoice from Suburban Propane for the propane rental and promptly submitted a check in which they cashed it. Then I receive another invoice and LATE BILL from Suburban Propane! They need to communicate with their accounting department and correct this issue.

Account_Number: 1771-139445Desired Settlement: DesiredSettlementID: Other (requires explanation)

They need to communicate with their accounting department that they have already cashed my check and correct this issue.

Business

Response:

Spoke with the customer and explained that it was administrative issue where 2 accounts were set up in his name. We corrected the issue by having one account set up and there is now a zero balance.

Review: I contacted Suburban Propane in late September 2013 informing them that our 420 lb propane tank was empty. I asked them why our tank doesn't have a gauge. They said it should and that they would switch it out for a tank with a gauge. We made an appt. for early October. They didn't show up or make an effort to contact me. I called them. We rescheduled and again they didn't show up or make an effort to contact me. They showed up unannounced on October 23 or 24 while my wife was trying to load the kids and dogs in the car to leave town for a few days. I was out of town for work. The tech said he couldn't do anything unless someone was home. She was leaving so she sent him away.

We had enough, so I called and told them we were canceling service and that they should pickup their tank. They initially gave me a date of pickup within a week or so, but never showed. I have continued to contact customer service and they always give me a date, but no one ever shows up. The manager is never in or so they say.

I have also contacted suburban propane's central customer service, but they just connect me to the local branch.Desired Settlement: I want suburban to pickup their tank and be gone. They have left their equipment at my residence and in my way for too long. If there is a pickup fee, they should keep in mind:

I had to pay my new propane supplier to move their tank. I had them put it in the driveway.

I had to pay my snow plow guy to move it again because it was in his way.

I have spent quite a bit of time following up with them and they have made no effort to close my account and get their equipment.

If there is no response from Suburban, the next step is that I will have this tank removed by a scrap hauler as it is abandoned property

Business

Response:

The office manager contacted the customer and agreed on a tank removal date of 1/2/14. The work order has been created and the pick up will occur on that date.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Suburban Propane allegedly delivered 824.5 gallons of propane on 11.15.13. They did not have my permission. I scheduled an appointment on 11.19.13 with Suburban Propane to come to my home and do a safety check only as an introductory meeting. We have never had propane gas. They made me fill out a form prior to that initial meeting so they could do a credit check prior to a business relationship, etc. My credit was approved.

On 11.15.13, I returned from work only to receive a receipt, stating that they pumped 824.5 gallons of gas in my tank. I called that day and inquired what had happened, explaining that I had not authorized it, nor was I given the opportunity to agree to a price or check how much fuel was in the tank (we bought the home in May and have had virtually no need for heat, so I did not know how much was in the tank). I also asked the guy how much per gallon I would be charged for the "824 gallons." He did not tell me a price but told me that he would have someone call on Monday. No one called. I called on Tuesday. Upon a lengthy conversation, Suburban Propane was not able to tell me why gas was presumably pumped in my tank on Friday. They said it was a mistake. I then asked how would I know if it was 800 gallons and not 400 or 300 or even 100. Not answering, they said that the rate would be $2.59/gallon and would not tell me what the rate was on 11.15.13 when they supposedly pumped the gas. I told them that it seemed like a scam because they knew we had a scheduled initial safety check on 11.19 and that I would be learning about the system, how to read the gauge, etc. They said they could come take it all out, but I was also at a disadvantage because there would be no way of knowing if they took out more than was in the tank to begin with. I told them that they put me in a horrible predicament--one that I should not be in and that it was virtually impossible for me to defend myself. Now, I have a $2813.72 bill and they said my fuel was "shut off."Desired Settlement: No payment at all or 40% payment and a one year contract at the market rate/gallon. At 40%, I would work with them for one year. Truth be told, I have no idea how much fuel was in my tank, so there could have been 700 gallons and they could be scamming me. I have perfect credit. My wife and I have two sons who attend public school and I am a public school teacher. I don't like the nature of this and feel bullied by this company. Since they did something that they admittedly said was wrong (pump gas before our introductory meeting), and would not humbly try to rectify it, it left me suspicious and feeling that their premature "pump" (if they even pumped) muddied the waters and put my family at a disadvantage, with the threat of poor credit. I believe this company will harass us for the money, sending the "bill" to collections, jeopardizing our credit. This huge company should not have that much power, especially since the mistake was theirs. They took away my choice of price and amount

Business

Response:

We sincerely apologize for the confusion. We have a signed contract from the customer, however there seems to have been a misunderstanding in regards to delivery of fuel. Upon delivery the tank was at 3% and filled to 85%. We have a metered delivery ticket from our bulk truck showing the gallons transferred into the customers tank. We have offered the customer a price of $2.59/gallon for his first time fill. If this is not acceptable, we will pump out the gas delivered at No Charge. The customers tank has not been turned off.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Suburban Propane / United Propane is not yielding from its bullying, predatory tactics. Dealing with this company is has become a stressor. They have totally taken advantage of a "new customer," claiming to "pump gas" without the knowledge of the owner and at a price that was never agreed upon, nor ever stated. They have not addressed the items raised in my last exchange and are wasting time at this point. They are wasting resources to continue the scam. I hope that Revdex.com will weigh in at this point and recognize that this Suburban Propane / United Propane has evaded the premise of my last response. They are wrong and are being unreasonable. Suburban Propane, either wittingly or not, put the customer in a vulnerable, defenseless position. If it was purposeful, this company is a scam. If by accident, this company is just bullying a lone individual. No company should be allowed to operate in this fashion, specifically in the state of Maryland. They did not address the premise of my last correspondence and are wasting time and resources.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Suburban Propane refuses to acknowledge the premise of my complaint, which is the following: Their solution begs the question/ their solution is based on the assumption that we agree with the amount of fuel in the tank at the time and the amount Suburban Propane claimed they pumped. We do not. Because Suburban Propane, without the owner's permission, when the owner was not at home, before Suburban Propane even proposed a price-per-gallon, and before the initial scheduled appointment, supposedly pumped fuel into the tank, they took away the owner's ability to 1) assess the amount of fuel, and 2) agree to a price. Now, their only solution is "We can remove the fuel at no cost." I do not even know if they put fuel in the tank. I have no way of verifying that. They took that away when they came to my house without my permission. This company operates as if this is a scam. Even when I agreed to be shown how they could not have faked a pump, they did not respond. For the record, I am a Veteran of the U.S. Air Force and a public school teacher. This is the most stress I have ever had dealing with any company. Suburban Propane's actions are defenseless, yet they are intransigent in their position. I am sure they think they can bully one person around. I feel bullied by Suburban Propane. They should be ashamed to operate in the State of Maryland.

Regards,

Business

Response:

As previously stated we are more than willing to pick up the propane to rectify the situation.