Suburban Propane, L.P.

Review: We are leasing out our home and the renter is responsible for the propane tank rental and gas. When we moved from our house last May I called to change the billing name to the tenant. I was told this would not be an issue. After receiving a bill for the tank a few weeks ago, I realized Suburban Propane did not make this change. I have called repeatedly to get the issue resolved, and have been told the proper documents would be sent, however they have not.Desired Settlement: Please change the name on the account to the people who are actually living in the house, and send the bill to them, in their name, and to that address.

Business

Response:

The customer has been contacted and the tank rental fee has been written off. Contact with the renters was unsuccessful. Will attempt to get renters to sign contract or pick up tank.

Review: Built a new home and Tried to purchase a 1000 gallon propane tank that was already being leased by me for a year , then was told after they doubled the price of my home heat at the start of year two,that they don't sell propane tanks. Leaving me forced to be priced gouged ..So the builder that built our house calls and asks for a quote to purchase an identical tank for a different home and has no problem getting the price of $3300.00. Then the salesman realizes he goofed and just talked with a guy who built our home so he offers me the same deal at $3300. So paid for tank in September and was suppose to be sent a receipt and ownership papers stating I now own the tank and have the ability to shop around for better priced gas. Yet here lies the other problem they won't send me anything and now we're into November and still no action or paperwork received ..Desired Settlement: Send receipt and ownership papers for propane tank that was paid for in September !

Business

Response:

We sincerely apologize for the delay. Paper work was mailed on 11/8

Review: while I was deployed overseas in Iraq as a American Army Soldier. I had set up all the household bills to be paid on line through my bank. I had over payment of around $60.00 a month going to Suburban Propane, I was basing the payment on usage of 800 gallons a year. I was Gone about 6 months Suburban Propane had billed my wife for over $300.00 and told her that they were going to cut off our service. I went ahead paid this and then again the amount I owed had had gone back up. This time it was around $600.00 and I had paid that. I was real upset when I had gotten home. I went down to the Oakhurst office and found out that they had made a mistake in reading the bill There was a -2000.00 which meant a negative amount or a credit The only way for Suburban to pay it back was to continue their service I thought we had settled everything out. It took another 2 years to 3 years to get this back down to a zero balance. July 2007 to Mar 2009. I was working on getting Jacks Propane service paying again in Oct 2010 While Suburban kept filling there tank every 2 to 3weeks This makes it hard to change companies. I had gone into the Oakhurst office several times to get them to stop and let the tank in Dec 2011 My wife and I had walked into the Oakhurst office and paid cash on the balance owed and we swapped companies. Now almost 2 years later I wind up with a $1100.00 bill. Seems that around January 2012 the Manager from Oakhurst Suburban had moved up to Organ. My wife and I think he probable took the cash with him. And my wife has it in writing that The Tank that Suburban leased to us was leaking. We haven't used 800 gallons in 1 year since.Desired Settlement: Just call it even I'm real upset with Suburban and ashamed to mention I had even dealt with them. After what everyone else had told me about them I fell that would be my punishment for being to easy with them.

Business

Response:

After reviewing the logs on this customer's account - I find that Mrs. XXX came into the office on 5-2-11 and complained that she had made a payment in the office in December 2010 of $753.05 that never made it to the account. On that same day (5-2-11), the customer made a payment of $600 and promised to pay $145 by the 30th of every month on the balance. After searching for the payment, the CSC Manager at the time notified Mrs. XXX on 5-24-11 that Suburban Propane would need a copy of the receipt in order to credit the missing payment to the account. Mrs. XXX was to look for the receipt - but never produced one. Instead Mrs. XXX requested a payment plan of $200 per month to pay off the balance. The CSC Manager accepted the payment arrangement, however the customer never made any of the $200 payments as agreed. The tank was picked up and balance turned over to collections after the AR Department was unable to reach the customer because the phone was disconnected.

This customer never provided Suburban Propane proof that they made the $753.05 payment in the office.

Nothing in the work order history indicated that there was a leak at the tank.

Review: After much difficulty caused by Suburban Propane, I arranged to have the prior owner of my home (hereinafter, the "Seller") purchase a 1000 gallon propane tank leased from Suburban Propane. Suburban insisted on selling the tank to the Seller prior to closing rather than selling it directly to me. All of the necessary paperwork was submitted and ownership of the tank was transfered at closing from Suburban Propane to the Seller and subsequently to me. Today, six weeks after closing a Suburban Propane technician came onto my property unannounced and locked the tank. When my wife ran outside to ask him what he was doing he lied to her and said he was only doing a reading. When she told him Suburban no longer owned the tank he told her that he had locked the tank and that there was nothing he could or would do to unlock it and that we would have to call the [redacted] office to straighten this out. He then ran to his truck and drove away refusing to speak to my wife in person or me on the phone. We are waiting for the police to arrive to file a report and I am preparing a lawsuit to be filed against Suburban as I am a partner in a large New Jersey law firm. This is absolutely the worst, most dishonest and disorganized company to do business with. They were a nightmare to deal with in connection with the tank purchase and now they have resorted to illegal and unconscionable business practices. I called them over 90 minutes to get this straightened out and still have not recieved a return phone call.Desired Settlement: I want my propane tank unlocked TODAY. If that does not happen I will be pressing charges for trespassing among other things and seeking monetary relief through the lawsuit I will be filing. I will also be seeking a restraining order forbidding anyone affiliated with Suburban Propane from setting foot on my property.

Business

Response:

This situation has been resolved with the customer.

Review: We were not supposed to be on automatic delivery when suburban bought out our previous propane company. Propane was delivered to our home unasked for and unannounced when no one was home. To access the tank the delivery person opened a gate to our yard and did not close it. Our dog was in the yard and when I got home for work was running free in the street. The speed limit here is 50 mph. Thank god he was still alive after being left free for over an hour. There was a bill left in the door charging us $5.37 a gal for propane which in our area is insane at the time the most closely priced competitor at our usage level was charging more than a dollar per gallon less and others were charging even less than that. The company was informed in person and by e-mail to corporate that they almost killed our dog they did not even respond. At the same time we told them that we were not supposed to get auto delivery, and the price was exorbitant and unacceptable. There was never any response to the email in anyway. In person we were told that they would buy the propane back at a dollar per gallon restocking fee for gas we didn't ask for! They also charged a late fee because we had not paid at the time of unexpected delivery of $5.20.Desired Settlement: My husband already paid them in full so they would not ruin our credit. I am willing to pay a reasonable rate for the gas. I believe the last delivery before that was aprox $3.60 per gallon but I think the rate went up some during the winter and unlike this company I am a reasonable person. At the time of delivery I believe the nearest competitor was priced around $4.20 and others were even lower than that. I will not accept a refund at more than $4.20 per gallon and it really ought to be less per gallon. I want the "late"fee refunded as well. I also demand an apology for the distress of coming home to find my dog loose and their failure to even respond to this in the past.

Business

Response:

The manager had spoken to the customer when this originally happened and apologized for the gate being left open and discussed with the driver. We will be re-posting delivery at $4.20 gallon and removing late fees.

Review: Purchase Information:

Problem Area: Billing Issues

Purchase Date: 1/8/2014

Total Price: $722.22

Disputed Amount: $180.71

Amount Paid So Far: $722.22

Description:

The consumer is on a budget with the supplier of her propane for $241.05 per month. The consumer

received $12 bills for 5 months and the supplier claimed the bills were correct. The consumer then

received a bill for $722.22 for the amount she did not pay for those months. $178.04 was included in the

bill for late fees. The consumer paid the bill.Desired Settlement: Satisfactory Solution:

The consumer would like to be reimbursed the amount she paid in late fees since it was not her fault that

she wasn't billed properly.

Business

Response:

We think the customer thinks that the previous budget balance of $178.04 on her statement of 1/20/2014 is a late fee. We are very sorry for the confusion about the budget billing. Your account was set up incorrectly at first , and then we corrected it. The budget payment reset to $12.00 per month. We corrected the mistake in December, and let you know about the payments needed to get caught up on the budget.The only late fee charge to your account was $ 2.67on the January statement. The amount of $178.04 was the budget balance. remaining on your account when statements were processed 1/20/2014. Since then you have paid $ 422.22 which brought your account current. We will credit the late fee of 2.67 that was charged to your account on 1/20/2014.

Review: On 8/1/14 I called Suburban for pricing and delivery scheduled. In June, the price I was quoted was $1.75 gal so it was suggested to me by a female representative at Suburban that I wait because the price would more than likely go down. I called 3 diff times on Friday because I was curious about how the pricing worked. The first time I called, I spoke with [redacted]. She first stated that my account price was $1.99 gal. When I gasped and said that is higher than in June, she stated that the price on the board was $205. Then she said that she could bring it down to $1.89. When I told her that I was quoted $1.75 in June, she said that she did not have control over the pricing. However, she put me on hold and then said that she could bring it down to $1.79. I said I needed to talk to my husband. She then said ok we can do $1.75. With the number of changes in pricing I was a little concerned. I then said again that I needed to talk to my husband. She stated that she would make a note in the file but that she couldn't guarantee that I would get that pricing. I called a little later and pretended I was a new customer. Technically I am because I have never received propane from Suburban. All they did was take over the account from Rocky Mountain Propane. The price I was given by [redacted] was $1.69 and the tank rental was $67/yr. On my 3rd call, I spoke with [redacted] again as a current customer. She stated my price was $2.24. I had to laugh and said that this is the highest price of the day. She said that this is the price on my account. Then, I asked what the tank rental is suppose to be-she said $70. She said that I paid $129.06 in 2013 & $130.13 in 2014 . I asked since I have over paid could I get credit on my account for the difference. She put me on hold and said that because it was so old that she couldn't change the rental charge, but she could make it $35 for 2015, then said sorry she could only do $50. See continuation on "desired outcome"Desired Settlement: Then, we went back to the propane pricing. I told her that earlier today I was quote $1.75. She looked on my notes and found that pricing-so she said. We set up the $1.75 price and a delivery on 8/11/14. The more and more I thought about all the different prices, the more I felt compelled to tell higher management. I have felt like I have been not only misled, but that the sales representatives are very unethical in that they can make their own price at any time. Something needs to be done about this and I am hoping that a different sales practice will not only be put in place, but enforced. Due to all this headache, worry and concern I would like to request a credit of $259.19 ($129.06 + $130.13) to my account and a pricing of $1.49 for the propane to be delivered on 8/11/14-we have a 1,000 gal tank. This will allow a total of $893.77 to be used for this purchase of propane for a total of almost 600 gal. Please help me with this. Thank you. [redacted]

Business

Response:

The manager and customer have reached a mutually agreed upon resolution.

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: In April, Suburban Propane - located in Chester, NY [redacted] - billed me twice with two different account numbers. I inadvertently paid both. Each bill was for $503.48. I have written to the headquarters in New Jersey, as instructed, in order to get a refund for their billing error. I have also called the location in Chester. When I called ten days ago, I was told that my refund check was in the office waiting to be processed. I called again today, May 15, 2014, because I still have not received my refund check. Today I was told that the woman who handles this type of service is not in. When I explained my problem, I was told that even the office manager is unable to help me as the only employee who can is not in the office today. I am willing to go into the office in Chester to pick up my check, however the employee on the phone said she would be unable to give me my check that way. I have been waiting for a refund for several weeks as of this date. Suburban Propane has been completely unhelpful.Desired Settlement: I would like my refund check to be processed and mailed to my address or made available for me to pick up ASAP.

Business

Response:

Discussed with the customer her refund was processed on5/15/14 and check was mailed on 5/19.

Review: When we first moved to our rental we were told to set up an account with Suburban Propane. After contacting them and faxing over the necessary paperwork we did not hear back for some time. When I called and emailed repeatedly to figure out why we were not receiving service someone responded saying that she was sorry but she was having "personal problems" and not able to set up our appointment. When we finally were able to get an appointment for someone to come turn on the propane and do a fill we received a bill for over $300 with no explanation why. We paid the bill and did not hear from Suburban for some time. A few months later when we were in need of a fill they told us it could not be done until we had a safety inspection (I'm not sure what the first appointment was for as the man told me at that time that we had no leaks). We had to set up an appointment for Veteran's Day weekend as they refused to accommodate us any other time. The person did not come until after 4:30 on Veteran's Day though we were told they would be there between 12-3. After the inspection someone else was supposed to come fill our tanks on Wednesday. They never came and when I called to find out why no one could give me an answer. I rescheduled for someone to come on Friday and was called midday at my job by the driver to find out if I was home though I was told I didn't have to be. They were able to fill the tanks finally and left the invoice conveniently stuck in the door of my neighbor's car instead of on our front door (not sure why). Later, no one came to do a refill though we were on a payment plan. When I called they said I had a past due balance. I paid the past due balance immediately, called back to confirm they received it, and they said someone was on their way. No one came to the house to refill and we are now out of propane (no stove and no heat) on the coldest weekend of the year. I have been on hold with customer service for over a half an hour trying to find out why this happened.Desired Settlement: I feel Suburban Propane should cover the cost of at least one month of propane, preferably two, for all of the pain and suffering they have put my family through. I would also like detailed bills so I know what I am paying for and a monthly fill schedule so I know when someone is coming. It is not acceptable that I have to call constantly to find out why services that I am paying for are not being provided. It is not my job to track down their drivers to find out where my propane is

Business

Response:

Response submitted 1/17/2014

Business

Response:

We have reviewed the account we have with the customer and the complaint filed with the Revdex.com.

For the amount of time for us to get to her, we apologize for the delay, we strive to provide all of our customers quality service as quickly as we can.

We are required to do a Safety Inspection on the system whenever a new individual moves into a new household.

As for the appointment, our schedule was booked out and the soonest appt. we had was Veteran's day. We tell our customers we try our best to be there between 12pm -3pm. There are times we have other appointments that take longer than anticipated. We also service an area with high traffic congestionwhich plays a role in how we get from point A to point B. We did get to her residence that day as we scheduled, unfortunately it was not before 3pm and apologize for not getting there sooner.

As for the invoice stuck on the neighbor's car, I asked the driver and ge advised me he put the invoice on the door of the house. I'm not sure if the wind could have blown it off and someone placed it on the car. I apologize for the inconvenience.

We have received colder than normal tempatures and receiving a much greater call voume resulting in longer than normal hold times.

Again, we apologize for the experience and will strive to create a much more acceptqble experience in the future.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: suburban propane has never contacted me to remedy the situation. I continue to get letters about monies owed that no one can explain. I have to call them repeatedly to get any answers. On my second delivery of propane the invoice was stuck in MY car door and not on the front door.

Business

Response:

Both the CSC Manager and Operations Manager made multiple attempts to contact the customer when first notified of the complaint. The previous response was submitted due to our inability to contact the customer. Please contact the CSC manager or Operations mangaer to discuss further.

Review: I discontinued my service w/ suburban because they were going to charge outrages prices for propane- (about $2.00 a gallon more than quotes I received from other LP co. in Reno.) I had approx. 50 gallons (20%) left in my tank when they came to get it- I was told I would get credit. The first lady I talked to said there would be a charge to come get the tank plus I had to pay the yearly rate as I had gone past the June due date for the rental on the tank($60.00) When all done I would still owe 5 or 10 dollars. I have never received any statement showing the credit for the propane or the charge for the rental or the charge for picking up the tank. I only received letters for the tank rental and threats to go to collection. When I called and asked for a statement showing the credit etc. I was told that the credit for the tank and picking it up was all "a wash" and I had to pay the -now $63.60 tank rental.and that I was misinformed by the lady I talked to before. On Oct.31 I called their collections([redacted]) to pay the bill and to file a complaint and was told it was sent to their collection agency ([redacted]) and to call them-which I did and they couldn't find the bill "yet". I have been unable to get any statement or credit for the propane I sent back. I payed approx. $4.50 a gallon for that propane. I left my billing info. with the operator on the phone to pay the $63.60 they say I owe when she receives it.Desired Settlement: credit for the propane that I sent back at the price that I payed- and a statement showing exactly all the charges and credit for the LP

Business

Response:

The manager discussed with the customer and updated her account with correct balance and sending new statement.

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 was quoted an initial rate for propane of just over $1.50/ gallon. At the second fill up we received a bill for 3.39/ gallon. When we requested the tanks be removed, we will now be charged for this which is written nowhere in the contract.Desired Settlement: We shouldn't be charged the fees that are not in the contract

Business

Response:

We have waived the customers restocking fee and the customer was refunded all of her remaining product at the price that was paid. This has been communicated to 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: The company presented the option of having a regular delivery with the statement that it would normalize cost. They have continually raised prices and charged us regardless of whether or not product was received. They explain this by stating "it is getting expensive."

They have never notified us that prices are changing either via phone or mail. They just change it without notice.Desired Settlement: I would like the pricing to go back to the agreed upon amount without an excuse by some customer service rep. I would also like them to better track their deliveries as I believe they are charging for services not rendered based on the "scheduled delivery" concept.

Business

Response:

Tried to contact customer to discuss their complaint, was unsuccessful in contacting. Please call local office to discuss with management.

Review: company raised rates without notifying me before delivery of their product ... only after delivery did the inform me of price increaseDesired Settlement: I want the company to honor the contract price that I had been under for 2 years.... At the very least disclose price changes before delivery and not after.

Business

Response:

The customer had a 2 year contract which ended. His price went up to $3.99 which refelects the increase in the current market price of propane. We did offer a lower price, but the customer wanted the same contractual price of $2.99 which is way below market price in the Keys. $3.99 is the " New" customer offering for their first fill. We would suggest the customer ask about pricing when requesting a delivery to avoid any future dissatisfaction.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

It is my understanding that is prudent business practice as well as state and/or federal regulation for all energy companies to disclose and display rate changes to customers before delivery of product or service .. In this case there was no notification at all until after delivery .. These days even gas stations have to disclose and display prices .. Am I to understand that propane companies are held to lesser legal and moral standards that the rest of us in the energy industry? I feel as if I was gouged by Suburban Propane of the keys ,,The manager [redacted] from Key west told me I was lying about my my prior 2 year contract and now I see they are admitting I had one ???..Suburban Propane is simply put extremely poor at customer service and to prove what I say their response states it was my responsibility to ask before delivery???? ...Why Couldnt they just disclose rates when placing the order over the phone ???... I am disputing the price increase because I feel it is their legal and moral obligation to inform their customers prior to delivery ... At the very least its just good old fashion customer service ...which is Something suburban propane of the keys and their lousy manager [redacted] has seem to have forgotten ... I reject their response entirely ... I can only imagine the way someone who is less capable of defending themselves are treated by this company ??? ..They need to be stopped before they hurt more people ..Period .....

Regards,

Business

Response:

Please disregard response sent 1/7/14, it was entered in error.

Our contracts state the price may change without notification. We do not and did not dispute the customer had a contract at one time, but the contract has expired. A lower price was offered and the offer was rejected.

We always disclose pricing when requested and have no problem doing so.

Review: Re Acct# [redacted], I dealt with the Durham NC store.. To start I have never had gas in my house until.I purchased a gas stove.That was July 2012.. My first delivery was beginning of Nov 2013, $75.96. I paid this. No realizing I recd another delivery I recd another bill for $141.93 I did think it was odd, but I paid anyway on Dec 18 ,2013 not to get a late charge. Two days later a lady named [redacted] calling because I hadn't paid the bill. I told it I mailed it and did talk to her about the gas used as odd because I only have a gas stove. At that point she looked at my acct and realized the delivery was not delivered to my house. But my acct # was used. She told me to put a stop payment. I told here I was sure the would just refund the money. I now know that the $75.96 was not my either.

Over the winter I tried to call to get this straightened out. Every time I tried to get the Durham Store on the phone I was sent to another office and put on hold, 9 times I tried and was always put on hold for at least 30 minutes. Than I would hang up..Customer no service. 0n July 17,2014 I sent a certified letter to the Durham store. The never accepted the letter and was returned to me Aug 8' 2014... I am due a refund of $217.89... My acct # was being used another customer. This needs to get straitened outage a refund sent to me. My next stop is to go to my local ABC News Trouble Shooter .. I have been trying to get this straight of 8 months now and have never been able to speak to a human.

Thank you in advance,Desired Settlement: To get my $217.89 back ASAP

Business

Response:

A refund was processed on the 19th of August and should be received within days.

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: For 3 months I have been receiving a bill from Suburban Propane for propane gas that I did not order for $122.62. I talked with them after the first bill and was told they fill tanks at random so they would not be overcome with filling tanks in the fall. I told them I had not requested the propane and had not requested any since 2010. That is correct according to their records. They said to ignore the bill, that they would remove the tank for $75 (at my request) and then credit my account for the rest. I went through the same process last month and now again this month as I have received the same bill again. They gave me a specific date to remove the tank. July 18th. It is still sitting here on July 22nd. I do not appreciate the filling of my tank when it was not requested, the delay of removing the tank and the poor record keeping.[redacted]Desired Settlement: DesiredSettlementID: Refund

I would like the matter resolved and my account credited for $122.62 minus the $75.00 to remove the tank.

Business

Response:

The manager spoke to the customer and their tank will be removed next week.

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 was a customer of [redacted] propane beginning in July/August of 2012. [redacted] propane was purchased by Suburban propane sometime in late 2012 or 2013. I contacted Suburban propane in July of 2013 regarding the possibility of price matching a competitors offer. I was informed by the lady who represented Suburban that she was unable to price match, but would lower my rate to $2.23 per gallon. I accepted this verbal offer and continued with Suburban propane. I received a fill up a short time later and was surprised to see a higher price per gallon than I was verbally quoted. I contacted Suburban propane and was told the price fluctuates. I said I understand this, but I was verbally quoted a specific price for my fill-ups for the heating season. I received fill-ups through out the winter and the price increased at every fill-up. I asked to speak with a manager at one time, and never received a phone call back. I spoke with [redacted] in the local office to let her know I did not want anymore deliveries from Suburban and that I would have a company contact her regarding taking over my propane needs. She informed me that Suburban will not sell their propane tanks. I informed her that this tank was not installed by Suburban. This tank was originally installed by another propane supplier. This did not seem to matter. I spoke with [redacted] again on 07/18/14 regarding what would happen to the propane already in the tank once it is removed. I was told it would be re-stocked. I would be credited my purchase price for the propane less $1.00 per gallon for a re-stocking fee.Desired Settlement: I want the propane tank on my property left in the ground and sold to a propane supplier of my choosing at fair market value. I want a refund for the price gouging that has taken place for this 2013-2014 heating seaon.

Business

Response:

The manager spoke to the customer and explained our under ground tank policy and the market conditions which took place this past winter resulting in higher selling prices. The customer is still interested in changing suppliers without digging up the tank or restocking fees, the manger offered to have the competitor contact him directly to make the tank transition with them.

Business

Response:

The manager spoke to the customer and explained our under ground tank policy and the market conditions which took place this past winter resulting in higher selling prices. The customer is still interested in changing suppliers without digging up the tank or restocking fees, the manger offered to have the competitor contact him directly to make the tank transition with them.

Review: I am President of Hidden Valley Park, Inc. We discontinued using Suburban Propane for our LP needs about 100 days ago and they came and picked up their tank and what gas was in it. Since that time they have been sending us a monthly bill with a credit balance of $ 995.00. We really would like to have them send us this. We have made two telephone calls and I have just sent an E-mail complaint using their web page.

Product_Or_Service: LP Tank and Gas

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

We would just like them to send us a check for $ 995.00

Business

Response:

The CSC manager has contacted the customers and they have reached a resolution. A refund has beeen processed.

Review: Last summer I prepaid "early buy" 243 gallons of propane. This winter I had 113 gallons delivers and was told that that was all I could have delivered due to "shortage of propane" I did not complain I was understanding. On 4-16-14 I called to see why I had not had the rest of my propane delivered. I was told that they would not deliver less than 200 gallons, I stated that they hadn't had a problem delivering less than that this winter. I was told that they would not deliver less than 150 gallons and that I could pay for the difference or forfeit the 130 gallons I had prepaid. I had it delivered on the 17th of the month. I was charged 70 cents per gallon more than my parents who bought propane the exact same day (they live 17 miles away and have a different propane provider.) and 30 cents more than the regional average for the week. I agreed to the extra propane so I am to blame, but I do feel that I wasn't given a choice, but to charge that much extra is really pouring salt in a wound., then I was charge a delivery fee on top of that, something I would not have had to pay if all my propane was delivered at once as was promised.Desired Settlement: Would like to warn anyone who is looking for a propane provider of what they are getting themselves into.

Business

Response:

On 4/17/2014 the customer had the remaining 114.3 gallons delivered to complete the contract. The minimum fill was lowered to 150 gallons instead of the normal 200 gallons as a courtesy to the customer. The customer had 35.7 gallons delivered above the 114.3 gallons at the normal market pricing for their annual gallon useage. As a courtesy to the customer we reduced the selling price on the 35.7 gallons from 3.599 per gallon to 3.199 per gallon, which is the market price for a 300 to 400 gallon a year user.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I want anyone looking for a propane provider to be educated on the type of company they are dealing with. They did not deliver the contracted propane that was prepaid over the winter and I was pressured into buying more, or lose out on what I had already paid for. I am not looking for a response from Suburban propane, the damage is done and that can't be changed.

Review: They are price gouging. The average price of propane in the US on Jan. 20th was $2.96 a gallon and on Jan. 29th we were charged $4.59 a gallon.

On Jan. 29th I ordered 100 gallons of propane from Suburban Propane and received a bill for $499.12. In which, I was charged $4.59 a gallon for propane and when I looked up the average price of propane I noticed it was $2.96 a gallon. Just three months ago I bought 110 gallons from the same company and was charged $369. It's like as soon as the temp drops the prices go up.Desired Settlement: I am just wanting them to charge the correct amount and not raise there prices when it gets cold.

Business

Response:

We have attempted to make contact with the customer and do not have an accurate phone number, and have not received a response to our emails.

Review: My wife and I assumed this account from the previous owners in July 2013 when we purchased their house. We filled the original 500 gal. tank in July on a “cash on delivery” (COD) basis for $2.40/gal. We found out from folks that this area is prone to power loss. For example, many people had lost power for 9 consecutive days last winter. Based on this, we contacted Suburban propane regarding upgrading the tank from a 500 gal. to a 1000 gal. tank to ensure generator, fireplaces, furnace and stove will function in an extended power outage. At the end of a scheduling call for the tank replacement, I was asked if I wanted to be put on an account. I wasn’t asked to sign or formally approve anything. I said “sure”. I scheduled a delivery of propane. I was told it would be put on “account”, since we were now an “account” customer.

On 12/6/2013, we had our first delivery of propane of 752.4 gal. and charged $3.60/gal. After the delivery driver left, surprised at the charge, we researched what the average cost/sale of propane was for Washington, to understand if the market price went up significantly. We called a competitor and spoke with managers in two locations who stated their current price was $2.28, or $2.25 COD.

On 12/6 10:54am, we called (local, Tacoma) Suburban Propane, talked with [redacted]. We expressed our concern that the price for us had gone up so significantly when there wasn't a reason we could find to justify the difference between August and December. She said she’d have a manger call us back. We never received a call back.

On 12/9 at 10:59am, we called (local, Tacoma) Suburban Propane. (Frist, we sat on hold for 20 minutes.) We talked with [redacted] in the local office. She said that the manager would have to call back, and that it would be today (on 12/9).

On 12/9 at 1:32pm, we called (local, Tacoma) Suburban Propane. Talked with [redacted] who said the manager, [redacted], had someone at her desk but will call back. My wife made it very clear she had a meetingDesired Settlement: To charge me the current price for propane fuel that the market dictates, rather than the 150% of market price that was charged that day. This would have reduced my bill by $900. I don't think this is treating consumers fairly or equitably.

Business

Response:

The Regional manager spoke to the customer and reached a mutually acceptable resolution.