Suburban PropaneReviews of suburbanpropane.com

For the Newport, NC office: A shout-out to Driver "Al" who was one of the most friendly and knowledgeable drivers. He patiently explained to me how he determined the gauge to be working properly and what level he filled tank and why. In addtion, the customer service by the ladies in the Newport, NC office was exceptional. So refreshing to interact with people who are nice to talk with,answer questions with kindness and professionalism.

Worst customer service ever. Gas fireplace was not working. Waited 6 weeks for an appointment. They come out and beat around on it with a wrench, make me verify it was working. Then the same evening “they fixed it” it worked for about 4 seconds. Called and was told they could not come back for another 6 weeks. Every single year they do this. I wish there was someone else we could use. They send people out that are so rude. Worst company ever.

I have now spent hours of my time on the phone with Suburban Propane, after my gas was turned off on Friday, February 16th, 2024. When I called on that same day to inquire about gas service and my heat not working, I was told they had not turned off my gas and my heater not working had nothing to do with any action on their part. My son-in-law turned off the heater, concerned about safety with it potentially not functioning properly. When I returned home after being out of town (and my adult children and animals being without heat for two days in 30 degree temperatures) I found a yellow notice of interruption of service hanging on my basement door, not in a conspicuous place, like my front door. I called the number listed on the card and was told they had no record of my gas being turned off (a 45 minute conversation) Once the regional office opened for business, I called them and after a lengthy conversation, was told my gas had been shut off because it is always shut off when they deliver gas. In the 2 years they have been delivering gas, (and the years of service by another company in a prior home) they have never shut my gas off due to delivery. They assured me a technician would be dispatched to get my heater working and was asked what time I got off work (45 minute phone call). I heard nothing back that day. I recieved an emailed invoice that evening for $0.00 for someone coming by at 11:00 am, 4 hours before my communicated availibility. There was no reason listed on the invoice for the visit. I called the regional office back at 8:06 the next morning to determine the reason for the visit. They had no record of the visit or the reason. I was once again told the reason for the gas supply being shut off was a gas delivery and that a technician wasn't available until April to get my heater working (which I just had fixed by a different company on January 18th and was working perfectly before they shut my gas off). I was then transferred to a manager, Theresa, who suddenly quoted the reason of service interruption was a gas leak and that turning off gas is required by law. This was not noted on the yellow interruption notice or known by ANYONE I had spoken to thus far. I explained that I needed heat. She asked me to send her the invoice I had recieved via email and that she would get back to me regarding the reason for the visit and get a technician scheduled to return heat to my home (as my home has now been without heat for 7 days). I hung up satisfied that she would follow through as promised (Another 45 minute phone call). I emailed her the invoice at 11:00 am. It is now after 5:00 on Friday night and the office is closed for the weekend. I never heard back from Theresa from the Suburban Propane office in Dalton and I am still without heat for the foreseeable future, due to their actions.

Suburban Propane, Prescott, AZ I called today needing propane filled as I am almost out. Tomorrow is my typical delivery day, so I thought I would be fine. I couldn't call until today as it is pay day. Erica, who answered, was absolutely lovely. She attempted to help me. But the owners would not waive the out of route fee, even though I shared that I would be put in dire financial straights to have to pay for the 100 gallons, plus the late fee. I would have called yesterday, but in the past have been told I cannot call to place my order until I have the money to pay. Which I did not have until today, pay day. So, the heartless owner refused to waive the late fee. As I cannot afford to pay it, my son and I will have no heat, no hot water, no ability to do laundry and no ability to use the oven/stove for over a week.

Having a 1000 gallon tank put in last year was difficult with Suburban Propane. They set a time and gave measurements for me to to have a hole excavated. Then said can’t put tank in as too close to septic system so we will leave a tank on x day so have excavator put it in, we will hook it up and he can fill hole. On day scheduled (with excavator there), they call and say only tank they had was bad and was supposed to be destroyed. Now open hole filling with water. My pump burned out, they leave pump for me to keep hole pumped (did I mention I’m a senior citizen??). Few weeks later they drop off tank and excavator puts in hole. Now they are too busy to hook it up, more water in hole. I call higher manager and someone comes out in the dark to try to hook up tank. Doesn’t have carbonic protection. I call next day and not sure when can finish, more rain. Go higher up and a manager comes puts it in and my excavator comes back again to fill hole. Year later gauge won’t work and hasn’t worked since last year - so no idea of level. Talked to Larry at office numerous times and told tech will come out, and still no one coming out despite several power outages and no idea level in the tank. So hard to deal with this company - would not recommend!

Suburban Propane in Grand Gorge, NY has the BEST customer service around!! Any calls are answered promptly, courteously and professionally! Juanita in the Grand Gorge office is professional and knowledgeable and can answer any and all questions posed to her. Joe, a driver/technician is also incredibly hospitable and helpful in his ability to answer concerns and troubleshoot ANY situation! I highly recommend this company and am so happy they are local to me! PS my “experience” dates vary but the service is always consistent!!

We rent a propane tank from Suburban, but won't be after this tank is empty. $80 yr to rent then Suburban charges generally $1.00 + more per refill per gallon. Our current bill show Suburban filled tank with 92.4 gallons then and additional 13 gallons on the same trip. When I call Suburban or Google how much will a 120 gallon tank hold the answer is 96 gallons. Therefore, Suburban over filled our tank by 9.4 gallons... a NO NO per safety regulations. They also charged us twice for "Transportation Fuel Surcharge" of 9.36 TWICE and Twice for "Safety P&T Fee" $12.92 TWICE. TERRIBLE Customer Service to follow. I've left two messages in the past 28 days regarding this over billing. Have just spoke with another rep who also said 96 gallons max and has told me he will have to call me back as he is uncertain and unauthorized to take care of this. Buy a tank outright and save a fortune on rent and the gouging of Suburban's corporate greed!

Mrs Candace was very nice to me and concerned about me very polite to me. I will give her 10 stars. She was very great and awesome. Thanks again, Miss Candace.