Suburban Propane

My account was closed for what they said was a missed payment but when researching with a billing representative everything was paid. They refused to reopen my account and would only do cash on delivery. YES THEY MADE ME CALL CORPORATE TO "RE-OPEN" MY ACCOUNT BUT NOT FOR PAYMENTS. WASTE OF TIME! In this economy they are completely nevermind! Just save yourself! These people are incompetent, rude and not worth anyone's time.

I can not stress the lack of training and customer care. I don't know if they were intentionally dishonest or just incompetent. I eventually tried to leave. There was a $300 credit on my account. I was told several times they would mail me the funds. Denied. Supposedly it was in my contract, something never mentioned while I was talking to them about removing the tanks. Convenient how they remembered afterwards.

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We have used Suburban for our heater contract and oil delivery for years. We have never run out of fuel and any issue we have with our heater, they come right away. They give a small window of time when they will arrive and they always stick to that time. We have a 20 + year old heater and they keep it working beautifully. We find their oil prices to be very reasonable every year and we do comparison shop to make sure we are getting the best price.

It took them forever to install the unit and they seemed to have problems and we found out that three were some errors in the instillation later. Plus the fact that the warranty information that I needed to submit within a certain time period they left up in the attic and I had to call them to get them to come out to get it down for me so that I could register the unit and they wern't too pleased with having to do that and I wasn’t too pleased that they left it there either. They do our regular oil delivery.

Service was fine, but the cost of the propane is high.

unknown

We have been with Farm and Home for 30 years! Wonderful company, wonderful people, great service, THEN they were bought out by Suburban Propane a couple of years ago and the nightmare begins. The service was ok, but the financial end of things was horrible. They would always say that we owed more than we really did and threaten us with a collection agency if we didn't pay. There was certainly no evidence that being a 30 year customer meant anything. Also the price of their oil was extremely high. We just signed with another company and we are paying over $1.25 less for a gallon of heating oil. I would not recommend this company at all. Buyer beware! Do your research before you sign a contract.

unknown

I was on the budget plan and transferred my business from Farm and Home when Suburban bought the company. On the first chilly weekend of last winter, (after I had paid on my budget plan for 3 months without a delivery) the oil ran out. I called, they sent over a technician to relight the furnace and 5 gallons of fuel. Repeated this 5 times without a delivery over the next week, and 7 times further over the next year. I did not renew my contract. I am changing my heating system to propane with another supplier, and was trying to leave as little oil in the tank as possible for the change-over, Without contract, warning or consent, they just delivered a full tank of oil and a huge bill. Now lets talk about their accounts department. Sending letters of demand for services paid for in advance. Billing twice for the same delivery. Sending undecipherable bills. Rude, demanding phone calls

Six weeks and six phone calls later that tanks are still here. Their service reps are delightful and professional. Customer service is excellent - actual service however, is non-existent. Every time I call I'm told that my pick-up was scheduled for "yesterday", but they must have had an emergency. Different people use exact same language, so I know now this is all bogus. How do I get to be their emergency? I wouldn't use, or recommend, Suburban Propane to anyone. Sometimes bigger isn't better!

I originally contacted Suburban about a year ago to do a site visit and quote for a generator installation. I put the installation off at the time because of expense, but decided to go ahead with it several months ago, as I did not want to go through another hurricane season with power outage problems. The salesman/office manager led me to believe the job could be done at the time the electrician would be installing the generator (early August), but they kept putting me off and not offering me an installation date, and for the last two weeks have been telling me they had to service people on a 'first come, first served' basis, although my request has been in the queue for a long time. Finally after many calls and emails, they offered to squeeze me in on a standby basis (meaning I would not know until that day if they were coming or not), and when I said I needed a definite date, they went back to saying they would get to it 'as soon as they could' and then repeated all the usual pat phrases about customer service being their first priority, etc. I could see they were not going to be reliable, and I wondered if they would be unreliable about propane deliveries, as well, so I signed up with another propane company. I have nothing against the company and I believe Suburban is having some kind of major problems, or there is something else going on there, but I could not afford to be at the mercy of that situation. I would not have been so disappointed if they had told me upfront that they were not going to be able to do the installation for months, but making promises they could not keep made me very wary about doing business with them again. I hope they straighten out whatever problems they have and become a reliable company again. The customer service reps were always very nice on the phone.

unknown

Farm and Home was wonderful...until they were bought by Suburban Propane. The service TANKED. I would be more willing to pay their prices I the service quality was high... but, it is not. We have since switched to Myer Indoor/Outdoor.

We have propane tanks to run our generator, which has been out to use a lot this winter with power outages from the ice storms. For nearly a month, we have been waiting for a delivery to refill our tanks. We've called several times and have been promised a delivery "the next day" more than once, but we still don't have propane. After several unsuccessful attempts to get refilled and another pending ice storm, my husband called over the weekend to learn that we could only get a delivery before the storm if we were willing to pay an additional fee. We FINALLY got our delivery, without paying the fee, but it took over 4 weeks from our initial request...a bit frustrating to say the least.

We called and asked that our tank be picked up , that we know longer wanted their service, the man I spoke to implied that we were following media hype about the pending snow storm on Monday( we had been requesting fill ups way before storm was announced.) Also every time we called they stated they had no record of previous calls even though I filed a complaint just this past week. Also a woman I spoke to arrogantly stated " we will pick up the tank sometime in the spring." I just want the tank removed and want to contact another company for service. I am very disappointed in this company, they just need to be honest with their customers and tell them the truth. They could not help us in anyway. I feel they have to many customers,and did not want to bothered with just a little fireplace. I understand people use propane for there primary heat source, and that they come first, but they shouldn't lie to there customers,honesty is the best policy!

Excellent Customer Service

Suburban Propane have gotten a lot better in terms of communication and billing. Suburban Propane is very responsive. If you call them, you'll get a delivery within a day.