I dealt with Carol at the Chester NY location recently. Carol was professional, personable, and extremely understanding of a unique situation with a check that got lost in the mail that resulted in 2 late fee charges to my account. She looked up my account history and saw my history of paying in full upon delivery of their product by credit card. With that, she arranged for reversal of the late fees. The company is lucky to have Carol as an employee. It was a delight and a surprise to get such good customer service from Suburban Propane. read more

Their overpricing is ridiculous. They charged me $5.99 per gallon when SOS propane charges me $1.99 per gallon. I overpaid in 1 year over $13,000 for Suburban Propane. Do not use them. read more

We received a delivery today only a few days after a blizard. Needless to say we had a lot of snow and were concerned if a delivery could be completed. Andy, the delivery driver went above and beyond. Took my shovel to clear snow from our gate and clear a path to our tank. Thank you Andy! Have been a customer for almost thirty years and have been very satisfied with the entire team. From repairing our propane fired decorative fire place to providing fuel deliveries. read more

The worst company. Repeated Price gouging , Charging the top of the market rate repeatedly. Found a much better provider and then they left their tanks on the property for months and never gave me my money back for the 30 % still in tank. Then had the nerve to charge me a late fee. Don't go anywhere near these cockroaches. I Mean just look at the reviews. Seriously, its all in black and white right here and everywhere else for all to see. They are absurd. STAY AWAY. read more

Check your pricing from them with your neighbors!! We just found out we are being charged more than double than our neighbor and we live in a duplex! They will not answer my husband with a logical reason as to why! All they say is they will give him a military discount! So why hasnt it been offered from the beginning? We have been here since 2010!! Time to look back at all the deliveries and pricing! I believe we have been screwed out of thousands and thousands of $$ I would NOT recommend this company! Looks to me like they overcharge and hope nobody notices!!! read more

Suburban propane company is the worst company, not just utility company, but the absolute worst company i have ever done business with! Nothing but lies from the start. They promised a promotional rate of $1.89 on my first delivery and charged me $5 per gallon. I had to fight to get what they promised. They quoted a rental fee of $48 per year then after signing with them tried to raise it to $96 in the first month of installation. I requested NOT to be put on automatic delivery and yet they showed up yesterday and filled my tanks while i was not home. Again trying to charge me $5.199 per gallon when the national average is $2.75 per gallon and Pennsylvania (where I live) is $3.144. Do yourself a favor and stay away from the lies and price gouging and go with a reputable company. There's a reason they have a 1.5 star rating and have multiple class action suits against them read more

I cannot believe how horrible your customer service is. I have been waiting for a part for my furnace that you supposedly ordered in Decemeber 2023. I had to move out, have the water turned off and shut the house down. I was told you are tracking the part from the vendor, but never had any calls to let me know the progress. It is winter!!! How could you be so daft!!! I need the furnace fixed! You are terrible! read more

Had a service tech Jeff Ricker come out from the Chester, NY office to unhook my tank while I had some construction being done at my house. When the construction was done he returned to hook me back up and test the system. He was a 5 Star technician got the job done was very polite and helpful. That's why I only use Suburban Propane at my home. Thank you for the prompt and great service. read more

PRICE Gouging the price of Propane has gone from 3.28 a gal to last delivery as of yesterday 12/21/23 $5.4892 a gallon. Besides you never know when your automatic delivery will show up. I have requested several times to cancel their contract read more

We just got a bill for $62 because we DID NOT ORDER ANY GAS! HUH? Our tank serves our pool which we didn't open yet, due to ill health. They started with "$100 a year for tank rental" then switched to $5 a month. THE TANK IS FULL. They just can't decide just how exactly they want to SCAM us. Yes, we are both retired. That does not make us STUPID! Now they are billing us for gas they don't deliver. Letisha James, our new Attorney General, has a Consumer Protection staff who is going to LOVE this one. read more

I ordered Propane about 14 Days ago prepaid for it already they came on 08/22/2023 I have a family of which We had cars parked in our driveway we were all home so the driver never made the propane delivery which he could've knock on my house door so we could move the cars or call us not to happy with service called on 08/24/2023 have no new delivery date today is 08/25/2023 still have no delivery date as of yet and No Propane .!! Bloomingburg NY read more

Horrible pricing, then charges a dollar a gallon to pick up. Pricing per gallon 6.84 bought my own tank fill it myself for 1/2 that price. I understand service but double the cost nope. Simply sleazy. read more

I am new as a customer dealing with propane. When i brought my house the propane tanks were already there. I have lived at my house for 2 years and it was fine UNTIL 12/15/23. I am on automatic delivery and woke up with no heat. When i spoke to the after hours they informed me i was due to have a delivery 2 days prior. Why i didn't get one is still a mystery. When i got the delivery right before XMAS i spoke to a manager David. Informed i wouldn't be able to pay the delivery amount right before XMAS. He stated it was ok and he would comment the account. He ended up giving me a $84.33 discount $857.19 to $772.86 . I was making payments weekly to catch up however on 3/7 i received an email stating my account is past due and put on delivery hold. I emailed back informing it shouldn't be on hold due to my conversation with David. They took me off hold. 3/14 suburban was back on my property not delivering but checking the tanks. I happened to be out of state however saw on my camera the truck. When speaking to David again, he informed they were testing the tanks and driver needed to know if the pilot needed to be relit. However since i wasn't home he couldn't do so. Mind you there was no noticed informing this was going to occur so i could have been home or arrange for someone to be at my home. David informed all i have to do is light the pilot. When i got home my neighbor assisted me and wouldn't figure out how to do so. The last option was , he looked at my tanks and realize the driver shut the tanks, WITHOUT A NOTICED! By putting the tanks back on i had heat and hot water. 4/8 i woke up to no heat and hot water. There have been only 2 deliveries since the last run out. I called and had them come to deliver the propane while i was at work. MIND YOU I AM ON AUTOMATIC DELIVERIES!!! After the delivery the driver put a ticket and wrote to turn both tanks on. At the time i came home i didn't see the message and only put one on. My hot water came on but not my heat. When i went back to the other tank and turned that on, the heat came on. On the invoice i only received 96 gallons. If i was out i would get around 130 plus gallons. I spoke to David and asked why i only received that amount if i was out. I also asked if they are dropping in both tanks. He stated yes and he would contact the driver to find out what is going on. In the meantime i receive now a $72.94 discount. a lesser discount then the first time. 4/12 David called me and stated the driver informed one of the tanks were off. I wasn't really out but since one of the tanks were off that's why he only dropped 96 gallons. I had taken a picture of my gages on 4/9 and one tank was at 80 and the other tank was at 40. David stated the gages doesn't sometime works and they estimate off of 1 gage. THESE ARE THEIR TANKS. SHOULDN'T THEY FIXED THESE GAGES TO GET PROPPER READING!!! I informed David i live alone and who is going to randomly shut my tank off? It doesn't make sense and he just kept reiterating that is what the driver told him, 1 tank was off, and no harm no foul. BUT THERE IS HARM AND FOUL FOR ME AS A CUSTOMER!!! I felt he wasn't trying to defuse the situation ESPECIALLY is not my first time running out. I ended up hanging up on him due to the FRUSTRATION. I called back and spoke to a Laura. I asked Laura who was higher than David and she couldn't answer that. I found it weird she didn't know the chain of command,. I asked for the regional manager and she put me on hold. When she returned she stated she couldn't give me any names however i can file a complaint on line. SMH i work in the Customer Service industry and have been a supervisor. Not "knowing" or providing information when a customer requests makes the customer feels SOOOO SECURE! (sarcasm) At that point i asked Laura to take me off automatic delivery and she asked if i want the tanks removed. GREAT SERVICE RIGHT!!! i told her not yet until i find a BETTER company that provides PROPER service to the customers. read more

When we started with this company, it was family-owned and we were very satisfied. We stayed with the company but became very unsatisfied over the years to the point that we made a change this past spring. This company seeks any reason to pile fees onto your account. We found that to be despicable. We are with a new company and are very, very satisfied. read more

These guys are the worst company I've ever dealt with. Price gouged me for two years charging double the market rate, then when I found a better provider and refused to sign up with them again they STILL tried to fill my tank. Next time they attempt to do that they will wish they hadn't. Don't go anywhere near this bunch of rob dogs. read more

I switched from Oehlert Brothers and live in Pennsylvania. I have used Suburban Propane for three years now and couldn't be happier. I live on a fixed income and they were more than pleasant and happy to help me set up an account with monthly payments that fit my needs. They are always professional, kind, reliable, and helpful. The other company was not. I have enough stress in other aspects of my life that I do not need to incur more for oil payments! Everything in life and business should be this way and pleasant. I spend a lot of time dealing with people on the phone for various reasons and the fact that Suburban can be so wonderful with customers shows that everyone else can and should. read more

Mainly we discontinued their service almost a year ago because the many technicians screwed up our furnace. We paid extra to have the included service plan and they ruined the furnace to the point where we had to purchase a new boiler(through someone else, NOT THEM). But I am leaving this review because even after several phone calls over the course of 11 months, we still have the propane tank sitting in our yard. Another neighbor also has one that has been sitting in her yard for more than a year. I was also billed for "rental" of the tank, although I was able to talk to a competent person to have that rectified. read more

My experience so far has been limited to installation and connection of propane to my 20 kW standby generator. They get 4 stars because It all worked out at a reasonable price for quality work. However, the statements made by each phone rep, each pre-installation inspector, and the actual installer were stunningly different. I got close to what I requested and all that I needed, but whether that would happen was touch and go for almost a week and not finalized until after the installer was in my driveway. I can't say anything yet about fuel delivery and ongoing service. read more

Out of fuel because they kept claiming they were sending someone out and no one coming. Now I am calling their emergency hotline. Put on hold for 30+ minutes only for them to hang up on me before anyone answering three times now. read more

Run screaming. Trust all of the previous negative reviews. They will promise you the stars and leave you sitting home all day only to cancel at 6 pm- over and over again. I can't tell you how much precious time I will never get back dealing with this company! read more

They are the worst , we couldn't get propane even after we paid for it . They took our credit card and charged it, only for us to find out that they never delivered propane as promised. They deliver when they feel like it and promise you everything. Calling many times and trying very hard for a solution to this problem, but we kept our end of the 3 year contract even though it was a struggle to get every delivery. We needed heat! Now we have a new company .... and It's been 10 months we are waiting for suburban to remove their tanks! They schedule appointments and never keep them. They only make excuses. They were actually billing me for renting the tanks that they have neglected to pick up. They still have some gas in them and that's also concerns me , they don't care. I guess I should count my blessings that my new company Mirabito has wonderful customer service that delivers. read more

Suburban offers indifferent customer service along with their expensive gas. I need a new hookup at a second building on my property. Suburban informed that they had no appointments to connect gas in the near term - "wait 3 to 4 weeks" I finally cancelled Suburban and was told that I would receive a refund for the gas left in the tank "less a dollar per gallon fee to restock" typical read more

The worst propane company in this country ! do not work with them ever .Hidden charges ,never on time delivery .Extra charges for rush delivery and just a dishonest company all around . read more

Worst customer service experience ever MARCY NY. Price of propane Is nearly double as other local companies. Didn't leave an amount of fill or receipt. So not recommend! read more

Called for a quote, all I need was a small tank for a stove in my kitchen. I am trying to go with a different company. i was quoted $1000.00 dollars for a 50 gallon tank. What a rip off. read more

I would give them ZERO stars if I had the option. Suburban Propane charged us DOUBLE the rate for the last two months. Thankfully we noticed it and called them. After talking to SEVERAL people, they finally took a look. LOOK AT YOUR BILLS AND MAKE SURE THEY ARE NOT PRICE GAUGING!!!!!!!!!!!!!!! read more

After running out of oil on Dec 18,2017 & being on automatic delivery of fuel. I've had nothing but problems with my boiler & personally had replaced the filter & another piece 2 times. I also have the silver package on the boiler system. The system kept on shutting itself off because they only bled the fuel line into the boiler when they delivered the fuel. On January 31,2018 I called Surburban & they sent a technician out. This time they replaced the filter for the 3rd time & filter screen, blew out the line & added a bottle of Hot shot. Mind you when they delivered the fuel is wasn't a winter mix so it gelled. I'm now being charged for this service all because they let me run out of fuel. Looking into possibly changing fuel company at this point. read more

Absolute worst company practices I've ever dealt with. I would've given 0 stars if I could. I've been a customer with them for over 2 years now and recently I was told setting up automatic payments would avoid any late fees, not only was I lied to about that but now my account has been terminated and I've been sent to collections which has affected my credit. When I called to speak about the matter I was told "there's nothing we can do our hands are tied" and "whoever you spoke with didn't have authorization to make those decisions" and it sounds to me this shouldn't fall on me as it was the companies fault but they could care less! read more

The negative reviews are true! Price gouging, extremely poor communication and they are not true to their word! They owe me more than $800.00 for months now! Go anywhere else for propane service!!! These folk are just plain hateful!!! Beware! read more

First of all, if you are reading this review- I am glad! I hope that. like us, you do not just read the bad reviews. I cannot imagine that many of them hold weight since my husband and I have had nothing but positive and overwhelmingly GOOD customer service. I want to recognize two employees (and a third one whom unfortunately I did not get his name but he was out of the NY call center). Wendee Barracks was the customer service rep whom we initially dealt with when calling for the first time. Not only is she absolutely LOVELY and pleasant over the phone, but she went above and beyond to help us. We have had 3 positive experiences with her and she treated us with such respect over the phone and followed up with us as well. Dan (unsure of last name) was amazing also-he did the site assessment and made us feel nothing short of VIP! He also arranged to remove an old rusted propane tank from the previous homeowner and did that immediately the very next day! He was also extremely pleasant over the phone and helpful. I can't imagine that after receiving such good, consistent customer service that the negative reviews have anything to do with the Portland office-which clearly is FANTASTIC! Thank you and we are looking forward to being long-time customers. read more

They think they are the only company around and can talk to paying customers inappropriately! Go to Bottini - they are nice and work with you. Suburban sucks! Poor customer service! read more

Suburban Propane was charging $4.50 per gallon when every other company was charging $2.50 per gallon. I switched to Weaver Gas, which saves $3,000 per year. When we called Suburban Propane to cancel, they tried to lower her rates to $2.70 per gallon, but the damage was done. Do yourself a favor and switch away from these guys. At the very least, call and threaten to cancel ... this can save you a lot of money. read more

Suburban didn't know how to properly file for building and fire department permits - mine was rejected bc they filled it out wrong. Permit had to be re-filed (at my cost). Then once that part was approved it turns out that Suburban didn't have an up to date license on file to work in my town...waited another month for them to get that done. While they stumbled around their office - we built a house and put in a pool. It was an empty lot (tank could have gone in easily) when we started - now it's OUR problem (apparently they just drop the tank off curbside) to find a way to maneuver this tank around a house and a pool for installation. I wish we had chosen a different company and I would NOT recommend this company at all....unless time does not matter to you and you enjoy explaining to the company you hired how to work with a local building department and suffering at every turn for their total incompetence. read more

I was customer of Coleman Propane for 18 years, real good and honest company. Unfortunately Suburban Propane bought them . My bill jumped about 30% up. I did little research and I find 5 local companys . All their praces was about 0.5 - 0.10 c difference ,and Coleman Propane price was over $1.00 more. I called them , because I thought that there is some kind of mistake. Amanda said to me ....it is what it is ... that's our price, and I cannot do anything...... WRONG ANSWER !!!! I'm switching to one of this 5 local companies, and will save over $1300.00 per year. read more

I've been a customer for 6 years, but no more. I'm on their auto delivery program where you don't have to call them, they promise you won't run out of fuel. Well guess what. Nov 29th I called them and told them I needed fuel oil, I was very low. Two more calls over the next week, no fuel. I ran out last night. I woke up to a cold house. I called again and got a tank full but then the furnace would not start when I got home. I called again, was told to bleed the fuel line. To do WHAT? OK, so they will send the night tech over. 2 hours later and still not here, house is still cold, no hot water all day. Then finally the guy shows up and gets it done. read more

So I had Suburban propane at my old address - when I moved I did not need the account and they told me to just suspend it. My new address I put in a pool and we got a heater - I called Suburban on 6/28 and explained that I had an account with them before yada yada yada...They said they would show up on 7/7 between 4 and 5. On the 7th they didn't show up - we finally went to eat out and I had a voicemail from 715pm saying " I couldn't make it, call me in the next 5 minutes or I assume you will want to reschedule". I call and get a new appointment for 7/15 3-4 pm - no call no show again. I call on 7/16 and ask what happened and was told they would look into it and call me back. No calls from them and I call on 7/21 and ask what happened - I was told my 2nd appointment wasn't "official" and they can now come on the 28th for the 3rd appointment - a whole month after my 1st call and 2 no call no show appointments by their techs... I tell her never mind I will go with a different company and she just made some weird "nnnnnntttttt" noise and hung up - class act. read more

horrible outfit towards customer service. called today for an invoice to be looked and and hard a concern girl stated don't tell me anything today is my last day . LOL who says this to a customer then puts me on hold for 20 mins for a manager that never came to the phone . Every month the billing is incorrect on statements and invoices never correct. Not for nothing there are others in my condo complex that has their statements and invoice incorrect multiple times. They you wanna know why your google reviews are tanked and also with the better buisness read more

I can not believe what these people are trying to get away with. I moved in to a house that had two tanks that were not full and I got charged for two full tanks. The previous owner got credit for two full tanks. I don't know the owner nor do I want too so not sure if they really got credit. I don't own a propane company but before you issue a credit, shouldn't you check to see where the tanks are at? So now I'm responsible for the propane that the previous owner used? Is it me or does that sound insane. I've used the propane for hot water and cooking for about a month and a week and I already need to fill up, I don't know but it sound a like I'm being jerked. I regret the day i called this company to get service. THE WORST MISTAKE IVE MAD IN MY LIFE. I love the reasoning behind why the boiler is using up propane, unless the boiler is totally shut off my suburban it's still suing propane, hum so that means that the previous owners were also having this issue, meaning that there no way those tanks were full??? Just me or is this all a way to steal hard working people's money. Shame on you suburban!!!!!!!!!!!! read more

There is no zero star choice. I have been a Suburban Propane customer for 20 years and I have finally had it. Their service sucks and they are consistently more expensive for both home heating oil and propane. They recently charged me $3.49/gallon for home heating oil. I just had a delivery from another local company at $2.20/gallon. If you are currently a Suburban customer, I suggest you shop elsewhere. If you are thinking about Suburban as a supplier, run away. read more

I had been a customer for just under 30 years. We moved and referred the new homeowner to Suburban, which they went with. We were supposed to receive 100 free gallons of propane, but since our new home did not use propane, we were told that we would receive oil. Upon calling Suburban for the 2nd time, they referred me to the local Suburban who would not honor their claim. Is this what you get for nearly 30 years as an excellent customer, then providing them with additional business? I AM SO DISAPPOINTED WITH THEIR LACK OF COMMITMENT TO THEIR CUSTOMERS. HOW VERY POOR FOR BUSINESS.. read more