I am giving this review 1 star only because Serena stepped in and finalized my very first experience in the "propane" world as I recently moved from natural PGE gas service. I began this venture working with Mindi McClure and I have to say that has to be one of the most painful experiences in customer service I've endured. Her sarcasm, passive aggressiveness and lack of compassion was unbelievable. I had to ask a million questions rather than her explaining to me how the ordering, paying and receiving propane worked. If I had more time available I would have purchased my own tank (I will soon) so as not to continue dealing with her antics. Thankfully Serena completed my first purchase and delivery of propane, which by the way Mindi failed to complete in a timely manner because of the lack of communication and customer service skills. I would be very surprised if this were Mindi's first 1 star review. read more

We moved into a house that used Suburban Propane, so we inherited them along with the house. I noticed the garage smelled like gas a little bit, so I gave them a call. I called twice but could not get a live person, so I left a message with my info, told them about the gas leak, and asked them to call me so we could arrange a time for them to come test for leaks in the garage. I never got a call back, but I did come home the next day to find that my gas had been shut off at the tank. This was Friday evening. Unless I wanted to pay $174.00 then my family and I were without hot water and a stove all weekend. They never even called me back! I called them today and again got their voicemail. So they don't have time to answer their phones, they don't have time to call a customer back, but they have the time to send out a guy to shut off the gas and leave a family without the means to cook or bathe for a weekend? UNBELIEVABLE. Evidently they are also charging us $40 to "fix a leak." They didn't fix anything! They only created a HUGE inconvenience for us. This is customer service??? What is the deal with these propane companies? This is the second one I've dealt with up here who had horrible customer service. Don't they realize how easy it is for people to switch to a different company? All you have to do is call around and find a cheaper one, and they will come out and deliver a tank. Call your usual provider and tell them to pick up their tank. That's it! You can guess what I'm going to do with Suburban Propane. read more

Horrible business practices and the only good staff are the drivers and call service. Especially when they let your tank run dry and want 1600plus for the fill up. read more

If I could give no stars I would. Terrible customer service. Price gouging. Suburban charged me $3.77 a gallon while all the other competitors charged less than $2.00 a gallon. No call back from manager to discuss bill. No one answers the phone at local Idyllwild office. Another company So Cal propane was calling me back before I even finished my voice mail inquiring about their service. Needless to say I will also be filing a report to Better Business Bureau. read more

finally after 10 years and consulting with two other propane companies, and reading these reviews, thanks to Yelp. I am convinced that Suburban propane has been consistantly over charging in very significant amounts! We are cutting ties with them and highly recommend that anyone with a suburban account, terminate immediately. They will find all sorts of creative ways to get as much of your money, as possible. We had another tank delivered today, and fully expect Suburban to try to get two or three hundred dollars to remove theirs. I'm ready to contact a lawyer if you are one or know of one, that handles such cases, let me know. read more

Suburban propane is the worst company you can ever go with. Unfortunately i rent my house n my landlord changed with them last year and i have been suffering ever since. They will only come out for over 125 gal's which cost about 300$ when i specifically only want my tank half filled. They make you pay them a week in advance and they set a date with you n not once but three times have they not showed up on the day they said they were too. Also, everytime they come out they want to do a pressure check even if my tank is 20% full. A pressure check costs about an extra 40$. ALso, once the guy said i didnt need a pressure check but since you pay in advance the lady already charged me and when i asked for my refund she said they dnt do refunds???When i get my next house suburban propane will not even cross my mind! VERY UNSATISFIED!!! read more

I was locked in to Suburban based on a new home purchase. After 4 yrs of paying way to much I'm now with a new company paying about $1.80 per gallon almost half of the between $3.59-3.21 per gallon I was paying. Suburban is a rip off!! read more

I have had Suburban for MANY years and been very happy. Bought my propane water heater through them which required a power vent due to location. Also when built a new garage had to move tank which they did. I am on budget pay and in the summer only propane Usage is hot water but once it's cold whole house heater, 2 propane insert fireplaces, and hot water, so had built up a nice credit. So The weather turned off very cold and on New Year's eve day we noticed that the pilot light in our fireplace had gone out so we checked and we had no propane our tank. I called and got the service center in New York who stated they would contact our local propane dealer in grass Valley and that they had been getting a lot of calls from California. I was calling about delivering some propane to us since it was our only source of heat. Since it was 3:30 in the afternoon she felt that it would be available to be delivered. Since I had heard nothing by 530 I called once again and she stated she would contact them to see if they would be making a delivery or not so we just crossed our fingers. And sure enough at 8:30 PM A truck arrived and filled our tank with 212 gallons of propane. And since I have a credit balance they'll just deduct the amount I owe from that. But my main concern is how I have heard from so many people who live in our same gated community that they too have run out most recently and are having problems getting it delivered and or why are we running out. I tried calling the office but they're so busy that they couldn't get on the line so I'm trying to do it this way. I read numerous people are so unhappy with suburban that they are looking into having other propane companies service them for both price and the fact that they didn't like running out of propane. And it's puzzling to all of us why so many recently ran completely out. Surely they have some kind of tickle of some sort to keep track of who is due or that they are running low? And I feel bad that so many people will be leaving them due to all of these current situations and I would like to advise suburban of the unhappiness of so many of the residents and I hope that they can somehow get back to the people who are with them to advise them or apologize for what's happening whether it be that they don't have enough drivers or whatever the reason is because no one seems to tell us what the problem is.! And I too want to love suburban as I have in the past but without some kind of an explanation I feel they're going to be losing a lot of customers. And I don't recall ever having run out previously although I've had them so many years that could've happened and I just don't recall. Please don't review this business if you received a freebie for writing this review, or if you're connected in any way to the owner or employees. read more

I had a leaky hot water heater. I called surburban, set up an appt, they said 1st thing in the morning at 10. 10 no service person. I called office they said " between 9_5". Ok I had my laptop and decided to work from home and waited, left my cell just in case. 4:30 rolls around no service, I call office they tell me service person called and couldn't get in gate. I explained I was home all day which was clearly a lie! While on the phone the service person miraculously shows up at my gate. Dven though we've hD surburban for 10 years this goober says, " oh I thought it was tankless". Obviously he had the wrong part and told me I had to reschedule. When I expressed my we deserved dissatisfaction his reply was "well call a plumber". Sometimes you can getvdecent women with surburban and sometimes you can get the incompetent clown i had today. It just depends. Any other choice would be better than suburban. read more

I feel this company discriminates against the disabled and poorer citizens of Lake County. They charge the most in propane for will call customers $3.99/gal 4/15. And still after you pay in full you still receive bills. I do not understand how one customer can be charged $1.50 and the other over $ 4.00/gal. The excuse of your credit standing ,budget plans, and monthly fill up is no reason for such a price difference. I thought PUC helped the consumers in such areas of pricing for our utilities. Send in complaints to PUC to see if we get a response or to the attorney general office. I plan on discontinuing service,. I have not authorized a renewal of my contract. read more

So I'm very puzzled at Suburban. They have in the past been totally awesome...we ran out 3 years ago after a heavy snow over a holiday weekend, and the guy who picked up the phone in the office actually made the delivery himself since everyone else was out, and I don't think it was easy for him to get down from the hill near the airport. And of course he had to test and re-light everything too. He was so good-natured about it too. We were so grateful. Fast forward to this week. We were scheduled for a fill-up this week. We were getting very low and called them to make sure the delivery would happen. Apparently the person who answered laughed and said they CANCELLED our delivery and said we were now scheduled for late next week. What? Now we are under 5% and had to call for an emergency fill. How is that efficient for you or for us? And is that really amusing? Holiday weekend and we've got almost everything turned off so that the tank doesn't go completely empty. Suburban! Please sort out your stuff. How hard is this, really, when it's the core of your business? See the reviewer for 12/24...with exactly the same issue. (2 hours later) well I've upped my review to 3 stars because they showed up 2 hours after I called. And the drivers are always so nice (he said they've had a lot of trucks breaking down). But would prefer not to worry and the initial "whatever" response was so weird. Please Suburban...I want to love you. read more

My true rating is negative stars. Please avoid doing business with Grass Valley's Suburban Propane! Unfortunately, any kind of positive service they may have had in the past is overshadowed by the pure and blatant lack of honesty and integrity of one of their service drivers and one of their managers. The driver who acknowledged responsibility in a vehicle accident with my daughter and the manager who arrived at the scene, also acknowledging Suburban's responsibility to both me and my daughter, later submitted a false statement to their insurance company just to get out of paying for significant damages to my daughter's vehicle. They are an absolute disgrace to our community and the corporation as a whole and the community needs to be aware of their tactics. It is sad and infuriating that, even though we as parents model and lay the foundation for our daughters to grow into and become upstanding citizens, there are other adults that crush our efforts. Our only consolation is that the weight of Karma will sit heavily on their shoulders, and we truly hope that sharing our experience will save another innocent community member from falling victim to their unethical principles. read more

I regret having to turn to Yelp for focusing some attention on Suburban Propane. I used them for many years, because I didn't bother to figure out "the fuel game" (we rented the tank, prices were basically low) and the service was decent. Then when fuel prices jumped up 5 or 6 years ago, I learned that Suburban was charging $4/gal, while other companies were in the $2 - $2.50 range. Say what? That is when I learned they had me over a barrel - no other company could put fuel in a Suburban-owned tank. Fair enough, said I, and went about finding my own tank. I procured it last December, filled it up with propane at least 40% cheaper than Suburban's price. Then I called S to come remove their tank from my yard and refund me half a year's rent I'd paid in advance ($35, not a big deal, just the principle of the thing). The nice lady in Grass Valley said no, they don't partially refund that fee, and they'd have to schedule a crew to come get the tank. A few months later, I wrote them a letter with the same requests -- a partial refund, and remove that smelly tank. Still no action. A few months after that, I sent another letter, copying their corporate offices in Fresno and New Jersey. I finally got a call to schedule a tank pickup ... for May 27. They didn't show - I called, and got the excuse that they had higher priorities. Meantime, I had 20 people coming for dinner that weekend ... and an eyesore stuck in my yard! This is unacceptable. This company has been hijacked by some thoughtless, corporate thieves in Jersey who have tarnished a previously customer-friendly company, raking in the dough from cash-strapped people who can't afford to do anything else (held hostage by the tank rental). Their annual "fee" is disingenuous, and it's probably against consumer law not to refund money I paid for a service they have not delivered. Call it the customer no-service fee. And I could write so much more ... They do not deserve your business. Say no to Suburban Propane. Now come and get this tank before it ends up on Newcastle Road! read more

I had been trying to get a fill up since October. It is now February. We purchased a home in October and contacted Suburban to set up our account since the tank on the property belonged to them. After three or four phone calls and months later I am being told that there is now record of my calls and a sight test needs to be done. They had said they have been trying to contact me. They also had the wrong number on file. But I had received mail from them stating I owed them money for setting up a new account, $65.00. I asked to speak to a supervisor and was advised that there isn't anyone at this time (how is that even possible?). I asked to be transferred to anyone besides the person I had been dealing with and they said that wasn't an option either. Needless to say I have already scheduled with another company to bring me a tank next week. read more

Why anyone would do business with Suburban Propane is beyond me. Sadly, we had to have a poor experience with them to learn this. I could probably write a tome on the subject, but I will try to limit my frustration to a few words. They offer an auto-fill program, which seemed like a great idea since we live in a rural area that receives considerable snow in the winter. Hah! Do not believe it! Each winter we had to call them to come out (and we would often get down to 5%). Then, they would try to charge us more because they had to come at a time not regularly scheduled by them. We have two propane tanks and requested that they fill only one of them the past few years because of the expense of filling two. Last winter, one of the more mild ones on record, they came and filled BOTH tanks on one occasion. Since we could not afford having both filled, they came and put a lock on the tanks until the bill of $1700 was paid. And they say they have award-winning service???? You have got to be kidding me. Shop around......almost any other company is better than this one. read more

Prices are fair at first then they raise up higher than any other company out there. When you cancel they charge a fee and harassed us multiple wanting to know who we switched to. The guy who picked up the tank was rude and wouldn't stop asking who we switched to as well. If they had better customer service and pricing then they wouldn't be so busy picking up their tanks. It took 6 months for them to get it. Any other company out there is better. read more

I would give this company a zero if it was possible. We recently bought our new home with the previous owners using Suburban. The price they wanted to charge us per gallon was double what the previous owners of the house paid. After much debating with the company from our relator, they agreed to honor the previous owners price. Six months into our contract we notice that the price per gallon had gone up almost a dollar. When we contacted Suburban about this they claimed that the previous owner of the house's contract expired that month and that we could no longer get that price. They never informed us that our contract had an expiration date nor did they notify us when the pricing changed. They claimed we were still getting the "discounted rate" which was more then their competitors normal pricing in our town. Customer service was absolutely terrible and they did nothing to keep our bussniess. Since we ended our contract early we had to pay a cancellation fee of 250$ but so absolutely worth it to be done with this company! We switched to a new company who has absolutely wonderful customer service, affordable pricing, no contract, no cancellation fees, no re-stocking fees and no delivery fees. read more

This is a great propane company! We own our own tank and it always used to smell that stinky smell with our previous propane company. When we switched to Suburban Propane they came over to do a test on the tank before we could could get a fill and found a leak! It was a small repair and my tank hasn't smelled since! The guy Dave was super nice, too. read more

I swtiched to another gas company today who's local (better personal service) and prices are $1.25gal less then Suburban's. It's a voicemail jungle and website nightmare to get through and talk to a real person at Suburban. My wife and I after 26 years pulled the plug. Van Gas use to be a good company until it was bought out by Suburban. Why do customers in Lake of the Pines get a much better price for gas than anyone outside that community? Seems totally unfair. I compared other companies prices to Suburbans. All the other companies were in line with each other. Difference was a nickel per gallon. Suburban was $1.25 a gallon higher. With a 500 gallon tank - you do the math - a no brainer. read more

Beware! Suburban Propane charges rapacious rates: $4.19 per gallon. Suburban Propane has a tiered pricing system. I am in the higher tier because I don't live in a certain area or subdivision or whatever that has a contract with Suburban Propane. They charge me $4.19 per gallon when all other propane providers are charging $3.00 per gallon or less. They say that the extra cost helps provide good service, but they've let me run out two or three times; once on Thanksgiving day! When the lawn dries out and heavy machinery can move my tank, I will be changing companies. read more

I have been without propane twice in the last calendar year. For a company that sells propane---why do you not service your customers and actually SELL PROPANE! It seems crazy after reading the reviews that this is a serious problem for many of your customers---don't you want to make money ?? 2 weeks ago they came when we ran out late on a Sunday night--put propane in the tank, never left a bill and haven't gotten one yet either, I just called and found out the bill was $325!!! This is nuts and they should have come more often to keep these kinds of bills from mounting up, Do you want to sell propane or not?? read more

We signed up with Wholesale fuels then Suburban Propane bought them out. Last winter when our tank got close to 20 we called for a fill. It took them three weeks to get out to our house, Tehachapi, and we were down to 10 when they got here. After they filled it I had to call three times asking them to send me a bill. When I finally got the bill it had a late charge on it. Obviously I did not pay the late charge, and obviously charging me because they think they can. Today (7/12/2018) the suburban propane truck shows up at my house and starts filling my tank. We did not call to have it filled and we are not on the plan where they just show up. We have to call them to get it filled (and you can see how well that works). He quit filling when we went out and told him to but he handed us a bill for $98.00. As far as I'm concerned he can put that bill where the "sun don't shine". I do not intent on paying that bill. I also believe that he was trespassing because we did not call for a fill. BE AWARE of them coming by to keep your tank full. Because if your tank is always full then it makes VERY hard for you to change service providers because you do not get your money back for what you have paid for in your tank. These people are crooks!!!!! read more

Today is our 16th day without propane. After contacting our landlord, it took Suburban 6 days to come out to attempt to fill it, only to find the fault on their own hands, a leaky valve. They aim to replace the tank, which we found out after waiting 4 days and calling to ask, though they could but won't come out today because we live rurally. So it's supposed to be Monday, day 19 of no heat, hot water, stove or oven. I'm currently 30 weeks pregnant, and would really love a bath right about now. We'll see when Monday rolls along, but somehow I feel we'll be getting a no show. And no bath. :( read more

I have had Suburban Propane for some time as my provider; they have been wonderful. I switched out from my previous competitor and glad I did. There was a leak under my deck that was never caught.. There Safety is top notch ~ they do care. The drivers, service guys & office staff are Amazing! read more

Like others who have written, I would give them a 0 instead of a 1. We were on Suburban Propane's auto fill program and paid a monthly fee. About 10 months into the program we get a call from the accounting department saying we were 5 days late with our payment. And we were late and got our check off to them the next day. The accounting person did say we had a credit balance though. When I found out what our credit balance was, I was flabbergasted! We had a credit balance of over $600.00! I called to see about getting a refund and cancelling our auto fill account. 10 weeks ago we were promised a check, we're still waiting. read more

I wish I had read all the reviews first. I had the same experience as many of the reviews I have just read. I started with Suburban Propane, price was good to start with. We live in a mobile home and only have propane for heating water and for cooking. Service was good for the first few years. The last time I called to have my 100 gal tank filled I was told the price would be over $500.00. FOR 100 GALLONS! I could not believe what I was being told. I asked why all of a sudden I was being charged 2 and a half times more than the market rate, $3.00 more a gallon. I was told that we do not use enough so they have to charge us more. I got off the phone with them and called 3 other propane companies to find out what they were charging per gallon. All 3 companies had the same answer, $2.09 per gallon. I explained to them what Suburban was trying to charge me an why and asked if they had a similar policy. They all said they do not. I then called Suburban back to cancel my service only to be told that if I cancelled before may of 2019 I would have to pay them $300.00. We decided we no longer wished to do business with a company that finds it necessary to charge us more simply because we choose to live in a small house. I called Acme propane they were there the next day, they charge everyone of their customers they same amount no matter how much you order or how often you order, the market rate. They do not require you to sign a contract. I stopped my service before my contract expires. If they want to send me a bill for that $300.00 so be it. Maybe I will send them $2.00 a month until it is paid. Or maybe not. Suburban Propane does not even deserve one star. read more

I would love to give no stars. they are way more expensive. They also try to make you sign a 3 year contract. I thank god I looked around before signing with them. Their customer service is so so horrible and they also never answer their phones. Seriously worst place EVER! They are currently at 3.22 while everyone else is at 2.79. This is how bad the customer service is, we just bought a house so the tank was on it already we did not sign the contract yet but were about to because we did not even think to look around. I called and told them there was a leak and so they said they would have someone look at it and they asked for my account number and I let them know I had not signed it yet so then he says I take back what I said instead leave the house and call 911 I was so pissed I started looking at other places that had way better customer service and cheaper prices. Oh and before I even got anyone on the phone it was a hassle to even get a hold of anyone. Plain rude! read more

If there was an option for negative stars that would be my rating for Suburban Propane. I have been doing business with them for about 15 years. We have our own tank that we have owned since the late 1950's or early 1960's. Earlier this year we called to cancel propane deliver a month later they came out when no one was home and filled the tank. We again called them and told them not to deliver any more propane since their price was $2 a gallon more than the other local companies. They subsequently billed us a $70 account maintenance fee. Friday I came home and found a note on my gate saying they had come by to pick up my tank. WHAT??? They then called and left a message saying they show they own my tank and I have to produce a receipt for the tank. Seriously who has a receipt from 50 years ago? I highly recommend avoiding this company. There are plenty of other companies to choose from in the area. read more

I have been a Suburban customer for over 20 years. In June the propane delivery truck came by, and as I still had 25% in my tank I asked him how much the propane was. He told me that he could not tell me. He does have a cell phone and a computer in his truck. I offered him my phone to call the office but he said that he would never be able to get in touch with anyone in his office. He told me that his last customer was charged $2.50/gallon. I told him to put 100 gallons in the tank and that I would buy more in August when the gas is least expensive. After he put the gas in my tank he printed out the bill on his computer and the cost was $3.96 per gallon! The driver did not blink and eye or apologize. I called the manager and got it straightened out, they charged me the 2.50 per gallon price, and I used a credit card to pay that instant. Now it is August and the truck came by. I assert that he tells me the price of the gas BEFORE he delivers it, and he tells me that it is $3.86/gallon. My good friend just paid $1.74 per gallon with Ferrell just last week. All of the gas stations in town sell it for $2.30 to 2.40 per gallon as per big signs. I called the salesperson and she would only state that propane was highest this last winter and that is why it is high now and implied that I was lying about the gas station prices. Devaluation of their 20 year customer. Suburban's headquarters are in New Jersey, do you think that's a factor? 4 years ago a new driver would not listen to me while he was backing into my driveway (he mimed some four letter word at me through his closed window and noisy truck), and hit my car ( I was waving my arms and yelling to tell him that my car was parked behind the bush). It took a dozen calls and 9 months to get the money from them for the repairs. From corporate to driver, are they an honest company? read more