They've delivered propane to us for many years, 23 I think, for two tanks associated with our stove top and generator and another for our gas fireplace. We have never had a problem with delivery or running out of propane. Honestly I haven't compared prices so can't speak to this. Most recently, we needed to close out a permit for the generator as we are selling our house. Crystal arranged for a tech to meet our town inspector at our house; this was seamless and efficient. We don't need service at our new house but would use them if we did. read more

Charged $1,198 for NOTHING Suburban Propane showed up this morning, left, and somehow billed me $1,198.25 for a "delivery" of 186 gallons that did not visibly occur. I checked my tanks. No meaningful change. No verification. No explanation. Just a bill. This isn't a small mistake -- this is a serious billing issue. At this price, you'd expect clear proof of delivery. There was none. I am disputing the charge. Advice: Watch your tank levels closely and demand verification. Don't blindly trust their invoice. read more

Absolute ripoff. They are 3 miles from my house. With a small 100 gallon tank they charge $6.99 per gallon for delivered. switched companies and now pay 2.99/gallon I get we are a small account but more than double per gallon is a joke. shop around. read more

I took over an account from these clowns , set a tank next to theirs and was letting their tank get down low enough so they could remove it safely, but to be spiteful they disconnected on a Saturday morning and left a 30 room hotel without heat or hot water , told the customer to call the new provider and it wasn't their problem ! read more

Tried their web site to schedule a propane refill. Never got a response. Called directly a few weeks later, even sent pictures of tanks, as requested. Nothing. Called again a week later. Said they would email a customer application. Never got it. Customer service is non-existant. read more

Awful! Do yourself a favor and go elsewhere. I called because I smelled a gas leak OUTSIDE. They showed up and disconnected the service. I called back to get it reconnected. They sent someone out and told me I had to buy a new range before they would reconnect it. The Range has nothing to do with the outdoor leak. Like I said, you have options. Do yourself a favor and DON'T use Suburban Propane. read more

As new homeowners in Needham we called Suburban three times to set up an account, to switch the tank from the previous homeowner to us. It never happened as Suburban lost the records of our calls and information. We then switched to another propane company and asked Suburban to pick up their 350 gallon tank. They scheduled the pickup for 6 weeks later and never told us when the pick up date was. We had to call to inquire. Terrible customer service!!! read more

We have been a customer of Suburban Propane for 20 Years. I'm not sure what is going on over there but this is the 3rd time this year we have run out of gas. We are on an early buy and pre-pay our bill and have auto delivery - why are we running out of gas yet again? The customer service is horrific and every time I call I get touted to a call center in Syracuse NY who can't really do much for me at the time of my call. It never used to be like this; what is going on Suburban? My gage is at the lowest level and this is now the 2nd day in a row I'm smelling Propane (which tells you the tank is low). I was told they were going to be in my area today but when I called for a confirmation (I've learned you have to stay on them) the call center says I'm not scheduled for another 5 Days???! I will be switching as soon as my pre-pay is up! I'm done. read more

Waited over a month for a service tech who didn't show up on the scheduled day. When I called to inquire, the office had difficulty finding my month old appointment and told me I had to wait two more weeks. Six weeks waiting for a service tech in the middle of winter is totally unacceptable. This company needs a serious shakeup, because they are very poorly managed. read more

Myself and parents have been customers for 20+ years. The delivery drivers were always polite and respectful. Whenever i would request a delivery for my father who is 91 years and has been in a veterans home for a year now Suburban would fill his tanks within a few days if he was getting low on fuel. Upon the recent selling of my fathers home Suburban to their credit, did the ethical and just thing and refunded the remaining pre-buy gallons. A pre-buy contract is a binding document and the company cannot be expected to terminate, they purchased fuel at a fixed price and i would not expect them to do so under most circumstances however a home sale is not very common in most persons life and can happen unexpectedly. I greatly respected that they did the right thing. Kirk M. 03/30/2020 read more

Zero stars if I could - we have automatic delivery/auto pay but tank has run out twice in last 6 months, this time in near-zero degree weather. This time, we have been promised delivery three days in a row, still nothing. That's right, two nights without heat when the temps outside are zero and below. On day 2 we paid an 'emergency delivery fee' of $175, even though the rep agreed it was the company's fault the tank ran dry since we have the automatic delivery plan. Would have paid it day one if they'd asked just to get heat back! Still no propane though, so even that didn't help. Over an hour and a half hold time each time we've called customer service the last 3 days - and was mysteriously cut off twice while talking to rep, and no call back even though the first thing they do is ask for your number. I highly recommend you use another company. Will be switching providers as soon as possible. read more

2 months in a row and Im about to run out of propane AGAIN. Its zero out, been calling them all week for a delivery. Yesterday's promised delivery never came, and they never called. Lying, not responding and empty promises to a 7 year customer, time to find a new propane service. On the bright side their hold music is nice. I listened to it a lot lately. read more

I have been a customer of Suburban Propane customer for over 10 years. I was disappointed when I called them on December 4th for a service call was told they were scheduling appointments in February. That is ridiculous and will mean I can't use my gas fireplace for most of the winter. Switching providers is not easy so I guess they figure they don't have to provide good service. I would definitely look elsewhere if I were starting out now. read more

We were lucky enough to use Suburban for the last two years (propane service for our house). The one thing that stands out is their customer service. While our recently moved into new home is natural gas, Suburban was nothing but helpful as we made the transition, helping us with tank removal and in settling our account. Given we were exiting customers, they really went above and beyond to help us. If you are looking for a company with great office staff and service, look no further. read more

I rarely write reviews, but just wanted to pass on an excellent review of Suburban Propane and their tech Paulo. Paulo has been out to the house on two different occasions and repaired each of our two propane fireplaces. We had other techs out and know one seemed to be able to figure out the issue. Paulo fixed the first fireplace issue about a year ago and when our second fireplace was having the same issue I called Suburban and requested Paulo. He showed up early and did the same repair and fireplace has been working great ever since. Paulo is very polite and very clean and professional. I would certainly recommend Suburban Propane and their Tech Paulo read more

Just read all the 1 star reviews - they are a terrible company. On 3 different occasions they failed to deliver and I ran out of gas. There fees are ridiculous, including their made up fees, their rental fees, deliver fee (yes, they charged me $80 to come on a day when they were not in the area even though I am on automatic deliver and ran out!). I tried and tried to tell them they need to cover this and the would not give in even though it was their fault - what could I do, I needed gas. They do not appreciated their customers at all. Terrible, terrible, terrible....do not even consider them. There cost for propane is whatever they want it to be and close to double the state average. I am moving on to another company, after I pay one more fee - a tank pickup fee. read more

Terrible customer service! All they want is to charge you for everything if they could!! They charge emergency delivery and take 3 days to deliver...way more expensive than other companies!!! read more

Wow, you have to try hard to be this bad. We were made to wait more than a month for a heater repair. They called the morning they were supposed to come and told us they'd be here a 1 o'clock, then never showed. After several phone calls and a lot of time we were told that the appointment was actually scheduled for the following Wednesday. We never would have scheduled for the day before Thanksgiving. They could not explain why someone called us the day they were actually supposed to come, and took no steps to right things. No wonder their reviews are so awful. read more

I used Suburban for three years. Ran out of propane twice, once when I called 5 days prior to notify them I was low. They will charge ridiculously high rates if you don't pay attention and their "prime" rate is well above average. I cancelled months ago, have made 5 phone calls, and they still owe me $210 for not stopping automatic payments when I cancelled. Horrible customer service. Look elsewhere. read more

The worst and unprofessional experience with these people, the office manager would not let me speak and kept talking over me. I waited 3 weeks for a service appointment which they said would be in a few days. They don't even deserve one star. read more

Moving to a new home where water and stove are propane. I got prices from Osteman & Suburban of 3.99/ gallon based on our probable usage of 300-600 per year. The Person at Surburban was at least very pleasant and would give a discount on first fill of just 1.99. Amerigas was lower but they vary widely with some deals in the summer. It is so difficult to get a fair price on Propane - the average in Mass is supposed to be 2.59- 2.70 per gallon but guess that is for heating and when buying very large amounts? There needs to be some fairness and transparency in this business. Although I hate to say it-- there needs to be regulation. Once you have their tank - you are stuck and at their mercy due to change out fees and hassle of it. It also seems there must be some price fixing ( at a really high price). I guess I will change my water heater to Oil and hope that oil stays low for many years. I am so happy I don't heat with propane. What a racket -- at least in metrowest Mass. area. read more

This company is terrible. We've twice run out of propane now, and both times the company has claimed they have "no record" of our account. Well, we've paid them thousands of dollars so they should have a record of that! Both times we've had to pay emergency fees to get propane delivered. The delivery guys are really nice and professional, but the people in the office seem to have their heads screwed on backwards. It's winter in New England -- you can't just lose people's records and let them run out of heat. read more

The management at this place couldnt care any less about gas grill refill customers. I have had nothing but problems and hassles with this operation where you have to leave your tank and wait for them to get to it. On this last go around I left my tank there for 6 days and they claimed they didnt see it and never filled it. The so-called manager who overheard the whole conversation never bothered to step out of his office to help or apologize. I will take my business to a place that cares. read more

I give them zero stars. I have been on auto delivery and autopay for years. I have run out of propane twice this year and multiple times through out the years. Currently sitting on hold for an hour and a half to try to get them to come and let them know I'm out again because they neglected to come yet again. It's 11 degrees out. Their recording says it's anywhere from less than 5 minutes to greater than 20 minutes before someone answers. Randomly goes up and down. I live 4 minutes from their facility. Can't ask for a delivery on their website because it's not an option for auto delivery customers. I hate them. I've been trying to switch companies but others I think are too busy now. They are the absolute worst. read more

I would rate this business with zero stars if I could. Absolute worst customer service. I have had an empty tank sitting on my property for four years. Suburban refuses to come get it all the did instead was cancel my delivery service. My wife hates Suburban too. And she's hot to trot. Now I use Eastern. They are great, and I wrote and directed a hit play play so I'm not sweating it either. read more

We have been a customer for over 3 years now. Never had a problem with refills. We just got new tanks and the installers did an amazing job. They even came back a few days later to top off the tanks. read more

I encountered one of your employees while he was approaching a neighbors home. I simply wanted to ask a question about the company's services to help decide if I wanted to go with Suburban for my home. However, I think the company should be aware that as he began to answer my questions he smelled very strongly of alcohol and was slurring his speech. I was only able to ascertain his first name, Paul. Not only was the smell unnerving but he was very rude and loud. If that is the type of individual this company employs in such an industry that could very easily be extremely dangerous and unprofessional I will most definitely not be giving my business nor will my family or friends. DO NOT USE THIS COMPANY unless you want a loud, clearly intoxicated, unprofessional worker to come to your home or business and work with dangerous equipment and a flammable material. I was horrified to see as the man drove away in one of the companies large tank trucks.. disgusting. read more

Have been a customer for over 20 years. Have been calling since last Weds for a propane delivery. Was told it was scheduled for this week and told them that I was out. they told me that they would shoot for that day or the next (snow storm). Not able to get through as I listened to their mail box loop tell me how they have sophisticated system that accounts for weather forecast in predicting client's usage and deliver schedule. When I did call I reminded them how I ran out last year at Christmas and how I suggested that they should deliver earlier in the season to ensure that it did not happen again. Spoke to someone Saturday morning after finally getting through and person confirmed speaking with the service department that they knew I was out. Monday night and still no propane. I will be moving my business to another company. Absolute lack of service. Not one time has anyone reached out to me to explain why they have not shown up. Did I mention I live less than 10 miles from their location??? Ridiculous. read more

0. I am without gas. I am on automatic delivery. It is Sunday night and I have been on hold for over an hour via the tele prompter. There is no service although they claim to have 24/7 availability. This is the second time in less than 1 year this has happened. I have been a customer for 38 years and I am a senior citizen. I am not happy. read more

I have been trying to get propane for over a week now . I was going to be a new customer . Called last week and given all kinds of wonderful service promises . And delivery date of Wed 16 th , later called to say they couldn't come because had big gas job some where else . Would be here Fri 18th . Called Thurs 17th to confirm delivery . Was told they would be between 11am and 4pm . I called at 3pm to check on time , was put on hold then told they had an emergency and couldn't come . But would be here next Friday ( another week ? ) . I told them to cancel account , I will find some other company who will follow through with their word . I should have read the reviews First !! read more

I used Suburban Propane for a little bit over 1 year. I was paying around $250.00 every two months. I have never had to use propane in the past so I had no idea that I was getting completely ripped off. My mother had mentioned to me on numerous occasions that I was paying way to much for what I was getting. They were very rude and definitely not very flexible. I finally took my mothers advice and tried another company. Just to give a comparison with Suburban I was paying $250.00 every two months, with the new company I paid $260.00 for six months worth of propane, huge difference. read more

Suburban is the WORST company I have ever dealt with. They don't even deserve 1 star. They are engaged in legal price gouging of the most reprehensible kind, locking one into a contract that allows them to charge you ANYTHING per gallon. They will never give you a price over the phone, so you do not know how much you owe until you get the bill, which is hung on the door knob and you have 7 days to pay. I was recently CRYING on the phone with one of their "customer service representatives" because I am a single mother and haven't been able to afford propane since January. The rep told me that it would be $5/gallon (for a 500-gal. tank) + an $85 "bleed fee" because I let it go empty! Thus, $2585 for a tank of heat. FTS, we'll keep on wearing jackets indoors. read more

WORST. CUSTOMER. SERVICE. EVER. I sure wish I read the reviews before I waited ALL DAY for someone to show up for a site visit!! They finally showed up just as I was leaving to get my kids from school-- 6+ hours later than the originally scheduled time. I mean, I understand emergencies arise, but they didn't even call me-- I called them after they missed the original "window," at which point they gave me a new window, which they also missed. The technician and office manager seemed completely unconcerned when I called. read more

Awful service and a lot of overcharging! My neighbors and I all use Suburban Propane and whenever an issue comes up, it is the most frustrating thing to have to talk to their customer service as they do nothing to try and help except for tell you there is nothing they can do. Something is up with some of their propane tanks, I have consistently used 33-55 gallons of propane every month for December through February and then all of a sudden for the month of April our usage skyrocketed to about 130 gallons, saying we had used more fuel to heat our apartments in warmer weather than in January! I called customer service who agreed to send someone over to check on the tank for leaks and claimed that they had found nothing, so they went on to make up a reason that there was an extra week on the new bill (which I found out was NOT TRUE), as there was only 1 extra day on the bill not a week and they told me there was nothing they could do and suggested I must have used 60 gallons of propane in the extra 1 day on my bill...Never work with these guys if you have a choice... read more