The biggest problem is that the Coventry office is a real backwater that doesn't get the attention it should Update...July 2016...They have now changed the Coventry office to a full fledged office with real people and everything! Immediate improvement! Good work! Update...March 2017...First, they let my cooking propane run out. Not acceptable. Second, when they did fill me up, they charged $5.99 a gallon. I stopped by the office and talked to the girl who helps people. She said she would go over it with her office manager. A week or more later, I had heard nothing so I stopped by again. This time, the office manager was there and we spoke. I'm sure you have all met people who are in customer service before who don't understand the words "customer" or "service". This woman's mission in life seemed to be to keep as much information to herself as possible. VERY unhelpful. I ended up having to repeat most of my questions twice in order to get her to understand. I am trying to get a sense of what they would charge for propane based on my total propane use for the three houses where I use it. Pretty soon I plan to make an appointment to meet with branch manager. With luck, he will be helpful. I hope never to have to deal with Nurse Ratched again. I currently have a half a dozen propane tanks scattered around three properties. One of them is buried and I am probably stuck with them for that. The others, I plan to shop around for a better price. read more

Terrible business! Our house almost froze several times because they failed to make deliveries. We were on automatic delivery and had prepaid for the season. We switched companies and now we cannot get them to pick up their tank. read more

Well you know how bad the customer service is this company tried to deliver propane to my house today they just delivered two weeks ago I'm like you're at the wrong place oh yeah I am oh yeah you are no apologies oh I ran over something okay I said to never ever allow these people on your property to deliver propane they destroyed my yard last year I will post pictures and they almost did the same this year if they could have they don't give a f*** about their customers read more

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If you are looking for a new propane service, GO ANYWHERE ELSE BUT HERE!!!! They have zero customer service and they care zero about their customers! After being a customer for many years, they said we needed our tank moved and they placed a service order to do so. The day they came it was raining so they decided not to move it. Unfortunately, for us, they would not deliver propane until the tank was moved. They never rescheduled the tank to be moved because they said they had no technician, so we went several months without gas which we need for our oven stove and dryer. I spent hours upon hours on the phone with them, leaving messages, showing up at the office where I was often told the manager was not there when I knew he was. Horrible experience!!!! read more

Unethical pricing based on your address, and not transparent with their price per gallon. I just received a $1500 bill for 200 gallons... over $7 a gallon (more than 50% higher than other providers in Rhode Island) I inquired about the price per gallon and was told they don't give a rate without a name and address so I gave another address and was offered $3.5 a gallon. I then asked why I was charged over $7 a gallon yesterday and the receptionist proceeded to scold me for lying. Very shady company, I was expecting the receptionist to be apologetic and assure me a mistake must've occurred. Instead she continued to scold me for lying about my name and told me the manager was in a meeting when I asked to speak with them. The receptionist should've expressed shock at the $7 a gallon, the fact that she was rude and dismissive makes me concerned that price gauging is a common practice with them. read more

Absolutely terrible company I paid To have my tanks filled Then they tell me it's going to be 10 days. I was completely out and they told me it's gonna cost me $99 to have the lines again because I ran out of gas which is all their fault because it takes them 10 days to schedule an appointment to come out here even though I paid already. Now this is in the middle of a snow storm and I told them that I had no heat and they said if I wanted to pay 250 more dollars plus the $99 plus the 400 and something it was going to take to fill it that they would come out here on an emergency call.. They do not care about their customers and is absolutely terrible company. I am trying to find replacement companies to service Edinburgh as we speak.. Do not use this company if you don't have to I promise you you will regret it read more

5/5/25 Westerly RI Job: assess work- cut & move existing copper gas line 10 feet closer to propane tank, drill new hole to thru kitchen floor to unfinished basement, connect new flexible pipe for new gas stove, convert stove to propane, connect flexible pipe to new stove, fill space around pipe on kitchen floor, put stove in place. install new stove parts. wow! Employee Robert Brilhante was brilliant and professional; he had the necessary needed parts & tools on his truck and solved problems in my 1942 hoose as the job progressed. Terrific job, thank you Suburban Propane- Dale read more

Suburban Propane has complete lack of professionalism or transparency. I had a pre-existing tank from them and we were running low. They said a mandatory inspection needed to occur prior to any kind of delivery, so i scheduled the inspection with them. Then, without my agreement or knowledge and contrary to their inspection policy, they came and filled the tank before the inspection and did not notify us or leave any kind of receipt behind. Inspection occurs and they found some leaks, so they locked the system and left. My partner fixed the leaks and we scheduled a new inspection to turn the gas back on. The entire time we were never told this second inspection would cost anything, either by the person we scheduled with or the technician who turned up. We even tipped him $20. They called days later to charge for the prior, secret delivery and an additional $195 charge for the 2nd inspection. Never at any point were we told of any charges up front. Their customer service person admitted to the mistake, but they refused to budge on any of the fees. read more

I have never received as bad of service as I received from suburban propane. I called on Monday to schedule a delivery and was told they would be out by Friday. They never showed up so I called again on Saturday and was told I would hav e to pay 250 for an emergency delivery. I asked why since you never showed up? The woman on the phone just continued to say the same thing over and over. I asked to speak to a supervisor and she placed me on hold. Came back and and stated the same thing again. I said once again I would like to speak to a supervisor and was told I would have to call back. I said no and once again I was placed on hold. Then I was disconnect. Without question this is the worse company I have ever done business with! read more

Horrible company, they don't care about their customers. I've had them for over 10 years (was new to the area and they came up in the computer back then) and most years it has been an argument with them over the high price of their propane, unneeded deliveries and now as of late . . . A new $50 yearly charge for the tank . . . They say "for inspection, rental, blah, blah blah. . . thats reasonable for what we do". Asked to speak to someone in cooperate, NO return courtesy call just a late charge on my statement. This company is the worst. I am currently looking for another company and at that point they will have to buy out my full tank of propane gas at their unreasonable prices. They just don't give a shit there. No customer friendly service, and there is one woman there who is particularly rude. Save yourself a lot of aggravation, and do not do any business with this company. read more

Horrible service! Zero customer service! My wife has tried getting us filled for weeks and they ignored us because we are half oil half propane. Just lost a dinner because they never showed up! Don't use this company read more

I called to have 150 of propane delivered and was told by the girl who answered the phone they would not deliver Unless I ordered 100 gallons of propane... I have stage 3 cancer and not always here so the supervisor April picked up the phone and still tried to force my hand to purchase 100 gallons... Her explanation was they are " looking out for me this winter"..... then as I continued to say all I need at this point is $150 worth and only use it for heat when I was here she finally agreed to graciously agree to what I can spend at the moment.... If you are looking for propane with good customer service, I would tell you to look elsewhere.... They should be ashamed how they try to force your hand to spend more and tell you that no one will deliver unless you spend more... horrible experience!! Dawn Wellington. read more

On two occasions I went to my on line account and requested a delivery, never received a delivery. Called customer service, spoke with customer service in New Jersey, she was argumentative and the call was dropped, customer service from their Connecticut office called, they told me to call when my tank is at 50%, that is odd, I informed them my driveway is a mile long in the forest and I wanted to get the tanks topped off before the winter weather starts, at that time I learned the price tripled. If your looking for a company with good customer service, look elsewhere. A rating of one star is to much. read more

I would love to give these people NEGATIVE 5 stars!! These guys are crooks! Moved into a new house that currently had suburban propane, I called them and let them know I'm shopping around because of their terrible reviews. They then told me they would love to price match what I find because hey aren't interested in "loosing a customer" well they then proceeded to drag their feet with empty promises to price match. I honestly believe they were attempting to wait until I desperately needed a refill and hoping that I would just stop the "hassle" I then just told them if they can't deliver on what I was told about reducing the rate (which by the way was more than double another local propane distributor) then I need them to come out and get their tanks off the property. That's the only thing they were compliant with! read more

Prices are incredibly high. If I wasn't locked into a rental agreement I'd go elsewhere Their service calls times are a joke. They never show up in the time window and oftentimes never show up at all. Terrible service and too expensive. Look at someone else before signing with them. I know I wish I had. read more

I am renovating my kitchen and am switching to a gas stove. Signed initial service agreement in July. JULY. After multiple calls from my contractor, the cabinet installer and myself, I'm still waiting for Suburban to pull a permit and install the tank and line to my kitchen. It wasn't an issue before now because my kitchen cabinets and appliances took months to come in. I've been trying to contact them for weeks because it's getting near time for appliance delivery. I can't even get them on the phone. Do. Not. Use. Suburban. read more

The first year was fine but then they raise the rates exorbitantly and will do everything they can to keep you on automatic delivery. I had to call on every bill and threaten to leave for them to lower the per gallon rate that they were charging us. My propane bill got up to $1K with an 1800 sq ft house at a per gallon rate of over $5. read more

Horrible company. Showed up at my house out of nowhere didn't even ring the bell just came onto my property to lock my propane tank. I had no contract with the company they were used by the prior owner of our home which we recently bought. We paid for the propane in the tank when we bought our house. This company NEVER contacted us at all to try and set up an account. They locked the propane tank while knowing that it was our only source of cooking and I'm 9 months pregnant and we have a 6 year old child. Cruel and heartless company. If they think this is the way to get customers they are seriously stupid. Absolutely horrible read more

If your a current customer of Suburban Propane you need to do some price shopping. After researching other companies I found that their pricing tends to be one and a half to two times the price of other other companies. This is especially important if you use propane for heat and hot water. During the heating season they tend to have pricing much higher than other companies. They will work with you on pricing but you will find yourself doing this process over and over again. After doing some research, I decided to go to a smaller regional company. I recently became aware that there is a fuel coop that does work with Suburban in most New England states. Its called the Fuel Club. You can find them on the web. Looks like a small yearly fee makes you a member and allows for a better price. Not quite sure exactly how it works but it may be an option if you wish to stay with them. read more

I'm​ a tenant and this is my first experience purchasing propane for my stove and hot water. I foolishly chose to go with the company who's tank was already on the property. I stayed home from work to meet the delivery, but the driver spoke to my landlord who failed to mention all the utilities the propane was for. As a result I went without hot water shortly until I managed to light the furnace myself, and I had to schedule a safety inspection for the water heater. I had great difficulty doing that, and wanted to make sure I wasn't paying another service charge for this inspection. Now, months later, I'm trying to pay my bill and schedule another delivery, but I'm expected to pay the $180 unlocking fee described in other reviews. Suburban Propane will be lucky to get a tank removal fee from me. read more

My husband and I are very pleased with Sert's professionalism, on-the-job knowledge, and the courtesies he extended to us throughout the tank install process. Sert is the Technician who did the tank install, setup, leak testing, equipment and propane adjustments, and the final testing for our generator hookup. We lost our electricity a few days ago week and our generator worked like a charm! We are a new customer and pleased with this Suburban Propane experience. Thank you, Sert for a job well done!! read more

This is the worst company of ever done business with. We inherited the tanks after we purchased a home and decided to give them a chance.. Worst decision ever! We have had nothing but problems. We haven't even been with them a full year yet and already they have tried to charge us twice for gas we already paid for when they came to change out the tanks to newer ones. And they just tried to charge us for 70 gallons that they never pumped because I declined the delivery because our tanks were already almost full. If you do decide to use this company you better check your bill thoroughly. If I had not they would have already made an extra $600 on services that they never provided. I would think twice before you use this company! read more

Worst company I have ever dealt with, hands down by a mile and a half. Charged me $6 a gallon, after their tanks leaked and they tried to blame it on my end. So I bought my own tank, and asked them to pick up theirs and refund my money from the propane in the tanks. I've been waiting for 5 months with multiple calls into them. Tanks are still here and I'm tempted to start filling grill tanks for my friends, because who knows how long, if ever, I will get my money back from those tanks read more

Two deliveries and both times we had issues within minutes of them leaving, Stove won't light and furnace shuts down. We then have to wait hours for on call person to arrive to fix the issue. I am a tenant and looking as I close this complaint to look for another company. read more

We had auto fill and pay set up. For reasons they could not explain, they expire auto-fill and pay after one year. To advise us, they sent one email (which, because it starts "myaccount" went to junk mail folder.) So they let us run out without so much as a call, in the middle of winter. They also said we owed $600 - not because we didn't pay, but because they "expired" the account and didn't apply the payment to the card they had on file - the same one they'd had for years, and had been auto-debiting for previous deliveries (and which at all times had more than ample funds available.) Then they charged $200 for emergency fill. So because they expired our account (not because we cancelled, or couldn't pay), we ran out of propane on January 1. What kind of people let you freeze, when you've been paying, because they intentionally expire your account? The kind that are trying to make you pay extra fees. Pick up the phone and call the customer before you turn off their heat (we have 3 children) in the middle of winter. Did they think we suddenly didn't want heat or couldn't pay??? (And even if we couldn't pay - as so many are suffering this year, that would be understandable - work with the people. Don't tell me the "system" did it.) AND, they made us pre-pay the new delivery, as if the reason we ran out were because we chose not to pay them (which we did, because payment was never an issue - the only issue was their "expiring" of the auto-fill/pay.) And, just to add on: earlier this year, I had to remind them to come out when I noticed the tank was almost empty. Oops. Thank God a natural gas line was finally run to my neighborhood this year. read more

Horrible customer service and their prices are DOUBLE what every other company charges!! It started many years ago as a privately owned LOCAL business, which led me to be their customer. It has since been bought out corporately and you can really tell! After 30 years of trying to stay "loyal", paying high prices and having repeated unsatisfactory contact with the representatives of this company, I have called it QUITS! I will now spend my money with a small Mom & Pop company that are much less expensive (by over $2.50 a gallon), are kind and courteous towards their customers and appreciate my business! RUN FAR AND FURIOUSLY from SUBURBAN PROPANE!!!! read more

I have decided to leave as a customer of Suburban Propane due to their outrageous pricing and disrespectful customer service department. I have been asking since the beginning of July for Suburban to come out and pick up a full tank. It is October, 4 calls to customer service, and the tank is still in my yard! read more

Awful awful company. Have been using them for 7 years and paid them well over a thousand dollars. I came home today to a yellow tag on my door saying they locked my tank due to a nonpayment of $60 for a tank rental fee when I recently paid hundreds to have it filled. I was given no advanced notice and was told by a receptionist they didn't have time to come back out to turn it on. Now I am stuck with no way to cook tonight. I told their receptionist that instead of turning it back on they can come get their tank and reimburse me for all the gas in it. Awful awful business practices. read more

I am a relatively new customer and was concerned when I read the reviews! However, I am pleased to say these guys have been GREAT soo far - I needed delivery during the snow storm (bomb cyclone) and they came through! They have been nothing but pleasant so far to deal with and hoping this positive review helps others who are searching for service provider. read more

Price gauging and false information about "budget plan" prepayment process are only a few issues that we have had with this company. Last winter, Suburban delivered propane to my neighbors and me and charged well over market price. They "renegotiated" the price after we complained. To avoid this in the future, we then entered into the "budget plan" where they determined our yearly usage and we paid in installments over the year. We were told that the market price was locked in. Well, guess what...now they are claiming that it isn't locked in and we owe even more than the yearly amount that we already PAID IN FULL. And while disputing this with the company they sent a technician over to lock the tank so that we can't use the propane for which we already paid. THERE ARE OTHER OPTIONS - BEWARE AND USE SOMEONE ELSE!!!! read more

Recently purchased a home and with it the remaining half of a tank of propane. Eight weeks after the purchase, I arrive home one night to find the stove doesn't work. I wonder if we could be out of propane so walk outside to the tank to see that it is still almost half full but has been locked. I call Suburban and explain. She looks up the account and says that although we purchased the propane, because we didn't sign their service contract they have locked it until we do. Because it was after hours, she said she couldn't setup an account. I call back a reach another rep who told me that for $179 they would send some out on an emergency call to unlock it. I agree but then she realizes we don't have an account and refuses to help. I call the next morning, I explain the situation and the rep tells me they MAY be able to send someone today or next week but I have to sign a three year contract before she will schedule anyone. I didn't want to sign not knowing if someone would come. I called another company, they were out within a few hours, and they disconnected us from Suburbans tank and started new service for us. They didn't require a contract and mailed us a bill. Watch out for this company. They will access your property without a contract and limit your use of your fuel. Horrible! read more

I have been a customer for over a year. I have never had any issues. Customer service was courteous & delivery was next day & on time.

Giving this company 1 star is a long stretch. I recently purchased my first home and there was a propane tank on the property because of a propane fireplace and heater. I called Suburban/Arrow in North Kingstown, RI, as this is whose tank it was, to see how much it would be for a fill, as it was completely empty. I had to jump through hoops just to get a fill. You would think I was buying a house all over again with the amount of paperwork I had to fill out just to get a fill. When my "credit check" came back ok, they called and scheduled a delivery and safety inspection in December The gentleman who came, commented to my boyfriend as he watched him do the fill and perform the inspection - "oh you're one of those people who don't trust me to do my job?" We should have known with a snarky remark like this, it wouldn't be the last. We paid our bill and that was that. One day in January, out of the blue, my boyfriend heard a truck pull up our driveway. Low and behold it was the same delivery driver, and he was filling our tank. We never agreed to automatic refill, nor was it stated in our contract. Since we use the propane as supplemental heat, we don't cook with it, nor do we heat our house with it, we would have never willingly signed up for auto-refill. So the driver was told to stop filling the tank and leave the property. This is when he told my boyfriend that he was doing his job and that he'd stop when the tank was full. My boyfriend asked for the number to the office so he could get things straightened out, but in the meantime, to stop filling the tank. Words were exchanged between the two, and the driver ultimately stopped filling the tank and went back to his truck to leave. As the driver pulled down the driveway, my boyfriend heard a hissing noise. The delinquant driver had left the bleeding valve open and propane was now being released outside of our house. My boyfriend was finally able to get the attention of the driver and also called the office yet again to inform them of their employee's stupidity. To which the driver denied leaving it open until he got half way up the driveway, wrench in hand, to hear the noise and realized he left it open. Meanwhile on the phone with the office, my boyfriend was informed by "Patty" that since he left it open, we would not be charged for the 8.1 gal they had put in the tank and that we would be taken off auto-refill and she would send something to that effect. How economical is it to come out and put 8 gal worth of propane in the tank...?? Since this incident in January, I received a voicemail from Patty that we needed our tank inspected. 2 days later, I received yet another voicemail from some burly sounding male indicating that I had 48 hours to call them back. Not once did he mention his name or leave a number. When I returned from my vacation in VT, where I had no cell service, I called the office and left Patty a voicemail indicating I didn't know why we needed another safety inspection as one was just done in December when we had them fill the tank. 2 weeks have gone by, and 1 they charged me the $40 for the 8 gal, and I never received anything that they took us off auto-refill, and I get a 3rd voicemail from someone in the office regarding scheduling the safety inspection. When my boyfriend called to inquire about them billing us, Patty informed him she couldn't speak with him because he wasn't on the account, and that I needed to call but yet, once again, informed him we needed a safety inspection. So I promptly called and she had the nerve to tell me that she's called me 3 times - actually, 3 different people called, to which I called back. AND that she has told me in all the messages that theres a difference between a "technician" and delivery driver inspection. UMM NO! Not once was I informed of the difference, and no where in my contract does it say theres a difference. I am so done with this company and their crappy customer service. If you're not happy in your job, QUIT. I can't wait to finish off the tank of propane, and pay the $150 tank removal fee and go to a company who doesn't charge you to use their services. Suburban/ Arrow propane, your employee's SUCK, their attitudes suck, and I will never use your services again. Oh and the day they did the auto-refill, propane was at it's highest price it's been in a while. read more

Absolutely the *WORST* customer service of any utility company I have ever dealt with. We decided to leave then in Oct of 2014 because their prices were too high. We had a #200 tank for the stove and a 500lb tank for our pool heater. We switched to another company because of pricing and poor customer service, and we did not choose wrong because Suburban again proved just how incompetent they are. After switching the 500 gal tank out in late November, we had to call them at least 4 different times to get them to pick it and and EVERYTIME we talked to them, we told them NOT to take the #200 because it was still full and we wanted to use the tank till it was close to empty. 6 months later (Yesturday) they finally came to pick up the giant white tank which had been sitting in the front yard and THEY TOOK THE OTHER TANK ALSO! Even after we told them EVERY SINGLE TIME NOT TO! This company clearly has serious organizational issues in their front office and does not communicate properly with their field staff. I almost never give reviews because I am usually too busy to bother, but Suburban, you pissed me off so much not only are you getting this negative review, your getting it on Facebook and Yelp and any other place I can find to review you. DO NOT EVER USE THEM UNDER ANY CIRCUMSTANCE! And just to dig it in a little more, the company we switched to was Dupuis because of better prices and far better customer service. read more