SUBURBAN PROPANE

All of the employees that I personally met or had phone contact with were very professional and personable. I was very pleased.

good. They were on time and resolved my issue quickly

We bought our propane tank from Suburban after a bad experience with another dealer. Suburban was always responsive when we called for a fill-up. Customer service is very good. After a few years the price seemed excessive, so I checked with another dealer and found they were half the price of Suburban, so I went with them.

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Stay away, big company out to make a big buck. You have to call every few deliveres to negotiate a lower price as they price gouge over time. I have been a customer of theirs for many years and I am exhausted. You have to play the game of calling other propane companies, finding out what the going rate is and then you have to basically threaten to go with another company before they lower your rate per gallon and believe me they don't lower it that much because they know that most customers don't want to have to go through the hassle of having a new tank installed. I am exhausted and am so tired of playing their price gouge game that I am going to switch to electric as I only have a hot water heater and stove that is hooked up to propane. If you are a small usage customer they claim they have to charge you a higher rate because they have to make a delivery to you even though they are in the area making deliveries to other customers (my house is not out of the way I am only a few miles from one of their offices). I have called other propane companies in the area and Suburban's prices are not competitive for long time loyal customers, they are typically $1.00 to $2.00 more per gallon. You may get a low rate when you first start up with them, but beware it will increase over time!

Suburban was unable to find a leak in our double-tank setup, even though they did the initial installation, and even though I called repeatedly to let them know that I could smell propane outside near the tanks all year long, tanks empty or tanks full. After several years of outside odor, we finally gave up and just let the tanks remain empty. They finally called us after 2 or 3 years of no refills and asked why, said that our contract requires us to buy xxx gallons per year. I told them yet again that they had never found the gas leak, and that in our opinion it was unsafe -- to put it mildly -- to have gas in those tanks. I believe that they are a large company that perceives that they don't need to care about a client's concerns. The tanks were eventually removed by Suburban at no charge. We will never do business with them again.

Overall the experience was ok. They provided a quote over the phone which was basically in line with a few other suppliers. I had to request them to actually come out to the house to hopefully improve on the price. Received their estimate and after reading thru everything I wasn't comfortable with all the fees and possible surcharges. I decided to go with a local family owned gas supplier.

When we moved into our home in 2007, Suburban Propane was already supplying the propane and we stayed with the company. The first 2 years under contract was okay, we paid a reasonable rate for the propane. On the 3 year, they charged us $5.09 a gallon, last year they charged us $6.39 a gallon when the going rate from propane was $3.39 a gallon. When I called to complain the excuse they gave me was that because I only used 29 gallons in the year, they could charge me any amount they wanted to. I told them to stop filling the tank until I called and it was near empty, they told me I had to take delivery at least once a year or pay them $180.00 for nothing (in addition to the $120 they were charging us a year to rent their tank. As a result, I found another propane provider and had Suburban come out and remove their tank. I made them put it in writing that the most I had to pay for a "removal fee" was $1.00 for each gallon still in the tank and that they would refund the rest of the money I had spent on the propane at the price they had charged me. Of course, they then charged me $90 as a removal fee, not 88, which was the number of gallons still in the tank. I didn't argue about the $2, I just was glad to get rid of these rip offs. Run for the hills if they approach you for service...they will fleece you dry if you give them a chance.

Suburban Propane is a classic example of a big utility company that relishes in its exploitation and gouging of its customers. Initially they were very helpful in getting our propane set up and functioning, but then it was all downhill from there. Their first bills requested payment of almost twice the agreed upon price in the initial contract, which they eventually fixed. However, my real complaint with these guys is in regards to their "automatic refill" program. I never asked to be put on it, but they initially did, and refills were coming way too quick. I called and asked to be taken off the program, which they did. However, when Spring rolled around, they came unsolicited and filled our tank and left a bill. The bill was for four hundred dollars. I called to say that I didn't want the propane since it was warm out and I didn't ask for it, but they continually said that I was on the auto refill program and thus responsible for the delivery. We had a back and forth about this for a while and they refused to admit that they made a mistake in the record keeping and would downgrade my credit score if I didn't pay up. Such unbelievable hubris. I thought the customer was always right. In the future I will record all phone conversations with these less than reputable companies, because they lack any sort of ability to self-reflect and take responsibility. I'm an elementary school teacher in Baltimore City and I hope the profiteering fat cats at Suburban know that they have now literally taken money away from deserving children who are eager to learn. Because of Suburban I can't spend as much money as I usually do on my students. Thanks a lot guys, keep up the good work!

Brandon Kane, the technician, was prompt, thorough, & professional. Based on the amount of time & materials involved, I thought the price was reasonable.

This company really puts an emphasis on customer service. They are prompt, professional, and explain everything in detail. With one service call, serviceman brought to my attention a leak in the basement that was unrelated to his repair. Their charges, however, are a little high.

THE SERVICE WAS GOOD. HOWEVER, I WAS NOT HAPPY WITH THE FACT THAT THEY HAVE A NINETY-NINE DOLLAR SPECIAL FOR THIS SERVICE, BUT WHEN THEY COME OUT THEY INFORM YOU THAT YOU HAVE TO PAY ADDITIONAL MONIES (FIFTY DOLLARS) FOR EACH ADDITIONAL APPLIANCE NEEDING ATTENTION.

I RELY ON SUBURBAN PROPANE TO DO A GOOD JOB IN DELIVERING PROPANE IN THE WINTER TIME. THEY MAY NOT ALWAYS BE THE CHEAPEST, BUT THEY ARE GOOD AT WHAT THEY DO.