Suburban Propane, LP

Suburban Propane replaced the tank at no charge to me.

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Suburban has the worst customer service I have ever dealt with in my life. They have been unresponsive in solving a dilemma with my propane tank. Every time they have delivered propane to our home the bill is around $400-$500 . Within a few months and NO USE of THE EQUIPMENT the gas tank is empty and they come back and fill it again. We have had 4 technicians out to check the tank and equipment. They insist there is no leak. We have the breaker shut off to the heater so there is no way it is getting used. No the neighbor kids aren't using it either. The manager will not return our calls or respond to the issue. If it's not a leak, the only conclusion is they aren't putting gas in to begin with. We are being forced to have them dig up the tank to avoid the next $500 gas bill for something we don't get use of. It appears there are no good propane companies here in Tampa according to reviews. This has been going on 2.5 years with no resolution or call from the manager. That is unacceptable. Don't USE SUBURBAN if you expect good service if there is an issue.

EVERYTHING WAS PERFECT FOR THE LONGEST TIME NOW COMMUNICATION IS LACKING, SETTING APPTS FOR SERVICE A NITEMARE, BILLING PROBLEMS, OVERCHARGES

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Switched Propane providers from Heritage(Amerigas/Tampa Gas Co) to Suburban. They were the most aggressive on price and provided good service. I would recommend them to anyone looking at delivered propane since we are very limited on providers. They did a solid installation and removed the old tank as planned. The communication was a little bit slow but overall it worked out well. The installation isn't visible and they did a good job burying the lines and showing little to no damage to my grass.

It started off with them being very professional and competitive. The original rep who bid the job proceeded to do a horrible job by digging up the wrong areas, breaking water lines and refusing to bury the gas line deep enough to pass code until a county inspector came by and said that it would not pass inspection. As soon as the management learned of the fiasco that was taking place, they took action and sent out another crew who corrected the issue. They then deducted the cost of repairing my sprinkler system without any hesitation whatsoever. This is the reason I said that I would continue to use Suburban Gas and also the reason that I have already referred some of my clients to them.

They were really good. When we put in the water heater they let us know all about it and they were real with getting the right people, the plumber and everyone that we needed arrange to get the actual work but anyway get it all put in and everything and they arrange everything that's why I don't even know the name of the plumber that did it but he was really great. Actually we'll use him later and I can't think the name of him. It's been too long ago but he was good.

They were really good. When we put in the water heater they let us know all about it and they were real with getting the right people, the plumber and everyone that we needed arrange to get the actual work but anyway get it all put in and everything and they arrange everything that's why I don't even know the name of the plumber that did it but he was really great. Actually we'll use him later and I can't think the name of him. It's been too long ago but he was good.

They come about once a year, because we do not use much down in Tampa Florida. The drivers are very courteous and if we do have to call, they are pretty prompt. Their prices are pretty competitive.

We love the gas!
However, I don't know how this company makes money -- I guess it is because they are a near monopoly basically.
Instead of getting everything done all at once we ended up getting the instqalltion done piecemeal and whne the inspector came it wasn't done -- so they suffered a penalty for a reinspection. Ther were a few things they didn't tell us aand theirscheduling with the pernitting office was not very good. In other words -- the gas line was installed but it had to be inspected beofrre the stove could be connected -- like 2 weeks.
Their piping price was exhorbitant. We wanted to put an on-demand hot water heater in at $12 per foot to get to it -- forget it. It would take years to recoup the cost.
It took weeks to get a protective plate for the stove -- which it turned out we didn't need

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The lady on the phone was most helpful and provided information about the installation and the prices. An appointment was set up for a site inspection. The technician called that he would be late, due to gas leak repairs he had to take care of. When the technician arrived he was very brusque telling me all the problems I would have placing the tank due to set back requirements He was full of problems and no solutions. The only place he found for the tank was under the dining room window, about 12 ft from the pool, which would look ugly. I asked if the tank could be placed on the side of the house opposite the spa gas heater. The reply was that he could, but it would be about $18 ft to trench and run the gas line. He estimated a 100 ft, so $1800. I asked if we could cut off some of the ft by running it under the patio, no they could not, but could attach it to the house. When I suggested another site on the side of the garage, he commented that the installation was going to be around $2000, about twice what I was quoted on the phone (placing the tank on the same side as the heater but by the garage,not under the dining room window). When I commented that it was considerably more expensive than what I was told on the phone, he pointed out that it would be 46 ft to run the line to the heater. When I questioned the distance he measured and it was only 25 ft. His justification was that he had to run the line up the side of the house, across and down to the heater. He could not run the gas line under ground because he would not go under a 2 ft wide walkway to the garage side door. I can understand the complexity of finding a location for the gas tank in a small yard, but I cannot understand the rude way he delivered the message.
Subsequently another company found a much more acceptable place to put the gas tank. During our first inspection, I asked the building inspector his opinion about gas tank placement. He was more helpful than Suburban gas.

We are on a 2 month cycle for them to deliver propane. They are rarely on time and need to be reminded to come and deliver propane. Their prices are on the high end from other places we've checked and they have no explantion as to why when the price of oil has dropped signifigantly. We pay our bill on time, but they do not post our payment on time and usually aggravate us by sending a late notice and a late fee. Then they apologize because they admit they have a and quot;problemand quot; with the lady who should have posted our check but it's amoung piles of paper on her desk. This is very annoying, considering that I pride myself on paying on time, and have to consistently prove I mailed my check/paid my bill on time and have to call to remove the late charge. I do NOT reccomend this propane vendor at all and am disgusted with their overcharging, lack of customer service and overall attitude.

They were kind and professional. They showed up when they said they would.

Terrible! Rep arrived a few minutes late, no big deal. We inspected and took measurements to provide an estimate and then he left and said he would email it later that day. 2 days later, nothing. I contact the rep and he says he will have it to me in a few hours. 4 days and another reminder later and he finally sent it. I can only imagine what getting actual work would be like.

Went to their website and submitted a request for someone to contact me regarding setting up service. That was 10 days ago and I still haven't heard from them.

Followed the email up with a call to their local office during normal non-lunch business hours and got a recording asking me to try again later.

Salesman was prompt for appointment. He told me exactly what he was proposing and explained the different ways to install the gas lines to the gas log. He emailed a detailed proposal and contract within 24 hours of our meeting. He is very easy to work with.

The installation crew was a little late in arriving (by about an hour). They called me before the appointed hour and explained they had a gas leak emergency to attend to. I'm glad that they and this company are safety conscious. They were knowledgable and efficient in the installation, piping, and set-up of my new gas log.

The two-man crew had obviously done this before. They showed me how to safely operate the gas log and left their card so I could call them if I needed anything.

The salesman followed up with a and quot;how is everything working outand quot; email a couple of days later.

I haven't received any bill yet, but I do not anticipate any problems from this professionally operated company.

I submitted estimate/appointment request on line in mid May. NO response at all. Called two weeks later and woman took my name and number to have someone call me - and - look into why I receveid no repsonse on line. Never herad from anyone!! Submitted on line form again in mid June. NOTHING. Called - SAME story - took my info and someone was to call. NO REPSONSE. Early July I call in and get voice mail, leave a message - NO return call. I submit form on line AGAIN - and two weeks later i get a reply via email. Kent asks me for some info so he can provide a quote... I repelied back on the 16th, explained no one has EVER got back to me - provided the info requested - and here we are August 29th - more than a month later - and never a return emial or acknowledgement.

I can only imagine what 'service afte the sale' is all about!??! Of course that likely is not a problem of theirs since getting a sale is not possible!?

Not good.

I am not impressed with the coordination of Suburban Propane. They installed a tip bracket and it was not done right. It was red tagged since it wasn't installed appropriately. They fixed the bracket and were supposed to have the county inspector come out and reinspect it. I have called to have someone come out reinspect but I haven't heard back from them. They don't seem to stay focused on what they are doing. It is very hard to deal with certain people in this company, although they have a couple technicians who are very capable.