They charge over double the market rate, and the only explanation of this was "it's because you're in California." Also they did not show up for my fill-up appointment, two days ago, and rather than try to fix this mistake, they said that for an "emergency" service I would be charged $175 extra. Awful! I only hope we don't run out of propane. read more

They are expensive, their customer service isn't always up to par and they were 1 hour and a half late to my appointment and didn't even call to let me know they'd be late. Not very pleased. read more

If I could rate them lower it would be far into the negative. Suburban propane left senior residents of Greenstone Estates Senior Community with out propane today. The community is on shared tanks that are managed, checked and supplied by Suburban Propane. Their failure to ensure the propane tanks were filled timely left the senior citizens of Greenstone Estates with no propane to heat their homes, utilize their oven/ stove top or hot water. The residents utilize propane for their furnace, oven/ stove top range and hot water heaters. The high temperature was 41 degrees fahrenheit today with a low of 28. This is by far unacceptable of any business to fail in the safety of our senior citizens. I highly recommend any other provider for your propane needs. read more

Very poor customer service. I had to make multiple calls to get through to the local office only to get the run around and "if you pay $175 we can provide same day service" when there was a technician in the area already. I regret ever referring anyone to this company. read more

Been with Suburban for years, and recently found out that the regulator on our RENTED tank was leaking, and had leaked out at least 10% of the gas we had paid for. We were required to pay $90 for the "labor" of replacing their broken regulator, on their tank. The whole point of renting it is so that they are responsible for the entire system, yet here I sit with a bill for labor, on a part and a tank I do not own. Absolutely ridiculous. I will be looking for a replacement company, and will no longer refer people to use them! read more

I have a commercial account with Suburban propane for many years and I love their service technician Gary. He always does the right thing. But when it comes to office and billing customer service I would have to say booo. You can rarely get through to a real person on the phone without being on hold for a minimum of 20 minutes. They can't seem to explain all of the "extra" charges on my accounts and then they don't even read my emails correctly. They just refer me to their corporate office just to be on hold for another 20 minutes. Unfortunately it's all too common these days. read more

Well after being with suburban propane for a year, we are calling it quits. On the monthly full program and ran out over New Years. Apparently they didn't come by in December as they were supposed to. Called multiple times and can't ever get ahold of anyone. Resorted to driving down to their local office and told it would be 10 days to get filled. Prices have soared since we signed on. Shopped around and found js west. $1.59/gallon. Asked suburban to match from their $3.25/gallon. Suburban offered $2.59/gallon. By the way js price was not for 1st fill, 1st fill was $1.29. No hazmat fees, remote tank monitoring etc. have happily switched and now waiting 6 weeks for suburban to pick up their tank. Hopefully js will maintain their quality customer service unlike suburban has. Only time will tell. read more

Never in my life have U had to deal with such horrible customer service and false promises. DO NOT CHOOSE THIS COMPANY (SUBURBAN PROPANE), or you will be disappointed. They decided to abondon the meter system in my neighborhood, no warning and when they knocked on the door, they had already shut the gas off, 3 days later I am still waiting for resolution and no propane. read more

If I could give no stars I would. Customer service is basically absent at this business and they over charge massively for what they do provide. When asked to evaluate their readings to make sure they are accurate, they ignore the requests and then lie and say nobody ever asked. This is after lying about their cost in the first place. Their office staff are very good at saying nothing while trying to convince you they actually care. If they tell you that they can't change over a monthly metered service to a bulk one, they are lying. Six months after moving they are now doing so, despite the manager telling me when I signed up that it had to be metered, which costs at least three times more. They only person I've appreciated was the new tech they had who hooked up my service when I moved. He went above and beyond to help. I hope he's moved onto a better company. read more

After changing to Suburban propane after leaving Amerigas, I called them to ask if they could perform an appliance test for me. I was told to call 911 to see if I had a C.O. leak before they would even think about coming out to the house for a routine service call. What a crock of crap! No bueno for my first experience with Suburban Pro-PAIN. read more

Not sure how this place can get more than one star. The worst customer service and highest prices out there. Don't waste your time with this company. read more

Absolutely the most frustrating company to deal with! They make no notes in their systems, never show on day of scheduled deliveries, and never can answer any questions regarding billing. read more

One of the worst service companies ever. If you want to be put on hold, never get a reply, get severely over billed, have a 2 year leak, never receive an apology, and be told they are understaffed, then this is the company for you. I wish I could pull their underground tank myself and stop the over billing and over excuses! Terrible! read more

We are customers of Suburban on both the residential (summer cabin) and business side. Our satisfaction with Suburban stems largely from the customer service we have received from Jason. Since Jason has started working with our summer cabin association, things have improved with Suburban. When we had a pipe break over the winter, Jason came up to the cabin and assessed the situation and suggested a course of action to fix it. On the business side, we recently started working with Suburban. When I brought an issue to Jason's attention, he was responsive and addressed it to our satisfaction. He is an asset to the organization. read more

not even one star, really. they hit one of my pet peeves, the employees talk trash about one another, you get a different answer every time you call, and they pull the "i don't know why she would tell you THAT, i've never heard of that and i can tell you she was wrong." classy. not to mention they are SUPER expensive. go to J.S. West, much better service, much nicer people, much better prices. read more

a filled propane tank was on the property we purchased thru foreclosure. We thought we owned the tank. After several years, and never a word from suburban, one of their employees left a notice that they are going to remove the tank IF we don't sign up for service. I did call and was put on hold and rerouted to someone else who hung up. We only use propane for a cook top. They wanted one to use 350 gallons a year or more. Several months later, they came and took the tank and STOLE the propane in the tank, it was at 30%, about 70 gallons, about $200. No way were they going to pay me for the propane. My rating is minus 1. read more

Use ANY OTHER propane company! Or at least ask your friends and neighbors for their experiences with Suburban's horrific customer service. I can't believe what my friends and neighbors have been telling me about how they've been treated by Suburban!! Clearly, they have had this problem for years!! My experience: they make you sign a 3 year contract when you initiate service and then treat you however they wish once you're stuck with them. My tank has run low twice in two months - the first time it emptied completely, this time below 5%. The first time they charged me $75 to do a mandatory leak test but didn't find the leak, this time they sent a competent technician and DID find a leak. They gave me a free 10 gallons for my trouble, yay! Seriously? This after yesterday threatening to charge me another $75 for wasting their drivers' time having to do another mandatory safety check because I'm a 'will-call customer' (Billie at (916) 254-5120, I've saved her voice mail), and threatening to SHUT MY PROPANE OFF last night as 'punishment' for letting my tank get below 30% (manager Virginia at the Placerville branch). Apparently, their contract states they have the right to shut it off 'for safety purposes' if your tank gets below 30%, and they won't turn it back on until you fill it back up above 30%. I did not get the names of the three other customer service reps I spoke with yesterday, unfortunately. However, my point is - PLEASE use ANY other propane company - stick with local and no contract - and check with your friends and neighbors before deciding! I will be posting my experience everywhere I can, and I am filing a report with the California Public Utilities Commission. They literally threatened to shut off my propane despite the fact that I'm a single mom with two kids, and last night was in the 20's and my heating runs on propane. If I had not had the money in my card to pay the $316 for the minimum 100 gallons PLUS their yearly tank rental fee, I would have had to take my kids to a friend or relative's house. Shame on you, Suburban. And guess what? ALL of this happened because the tank had a LEAK - and the tank is THEIR responsibility to fix. But think about.. if you have a slow leak, that can go undetected, they can make a whole lot more money.... And I wouldn't put it past Suburban to be so unscrupulous. read more

Customer satisfaction is not what #suburbanpropane gives, they charge so much more because of overhead, this what Kimber admitted to today, they don't care how long and loyal of customers you've been, they don't care to help you. Ferrel gas lies to you to get you locked in they say....ummmm exactly what Suburban Propane did to me when I fake called as a new customer!!! Talked to Angela who did exactly this. And they have a pit bull running around their office in Placerville. Do not use Suburban Propane is my final answer!!!!!! read more

We have had their "technicians" out to fix our problem twice now, of no Propane working when the temperature drops at night. Only difference from years with no problems before is a replaced regulator last Spring. Probably a bad regulator then right? OH NO, not with these guys, let's adjust this, and pretend we are fixing that, and then when you tell us you can't cook dinner after 8 at night, or dry clothes, so apparently it's not fixed, we will promise you we will be there today, please give us a number so we can let you know what time, and just not call or show up. Even the secretary that has been fielding the phone calls thought "maybe replace the regulator" but the Office manager couldn't be bothered to come out and speak with me!This the Placerville office, Trust me, I will be back there, BUT please, make sure you never deal with these uncaring IDIOTS!! J's West, or anyone else would be better than these people!! read more

Called for a fill in February and the price per gallon was $3.19. Told me to call in the spring and their rates would be lower. Called for a fill the middle of June and it was $3.41. I received another song and dance from them. By by suburban. read more

Update, tried working with their corporate office who said not to worry a manager would resolve this. I get the same CSR from the local branch explaining the same things. I ask for them to send me a contract of where I signed stating I would be responsible for excavating an in ground tank (which is not there's as far as I know) they did not have a contract pertaining to that tank. Now they say they are researching the issue. I wrote corporate two more times no response. Its 12 days later no response, they must be doing some major research, I am out of propane, I just want to leave this company but apparently there is no free market capitalism in Propane. I wish I could give less than one star. read more

Well after getting ripped off by them for an extensive amount of time for overcharging us by twice of what any of their competitors are charging, they gave us a one time refund for 1.5 fill ups but will not change the price per gallon for future purchases. Over $4.00 a gallon... They didn't want our future business obviously so we paid our balance and are now having the tank removed and replaced with another local company. They gave us a great first time rate and agreed on a set price per gallon which was half what Suburban was gouging us with. In Placerville Propane is used in a large amount of rural homes, can't tell enough people how bad we were getting taken advantage of..... read more

Been a customer for over 10 yrs. Was told I could have a dollar a gallon discount 3 yrs ago. The discount disappeared 2 yrs ago and when I asked about my discount no one could find out anything about it. The dollar a gallon discount would put the price per gallon at the same price other companies charge. My appliances run just fine on a cheaper companies propane. Why pay more? No more Suburban for us.Feel like they ripped me off. read more

I don't know if it is the location or Suburban Propane overall, but in my very brief history with them I have been made to feel as though I was being ripped off (price-gouged). And the truth is - I was being ripped off!!! The first fill up seemed to be reasonable, but when I researched the average price of propane in my county, and other surrounding counties, I found the price to be at least $0.50 / gal cheaper!? When I called Suburban to quote the prices I had researched they still claimed to be giving me the best price which felt like a complete LIE. At that point I became frustrated and demanded they do more for me to get the price down. First, they asked me if I was a Vet., which I am, so they were able to offer me a small discount (only after demanding the price was too high), but my price was still over the average. Then, they asked me if I am a Farm Bureau member, which I am, so they informed me the price could be slightly lower than the Vet price, but not both apply. This was still not lower that the average, but less than what they had quoted me originally. Again, only after significant coaxing was there any mention of a potential discount. Unfortunately, I took the price and fill up at the time, then started calling around for actual quotes for future reference. The above instance took place last Spring. Now, moving from Fall into Winter we wanted to fill up for the season at the end of 2014, and were forced to go through this whole routine again. They quoted me $2.91 / gal - Vet. and Farm Bureau member pricing included. They had just quoted me the same price they gave me last time and not the current market price. I knew the current market price is significantly lower and I immediately began calling other suppliers. Are you ready....!? MY NEW PROPANE SUPPLIER IS CHARGING ME - AT "CURRENT" CUSTOMER PRICES - not NEW - !!!!!! $1.73 / GAL. !!!!!! No joke. Take the two prices I am showing here and multiply that times 200 Gal. and tell me if you would ever want to do business with Suburban Propane??!!! No way. They may be good people in the Placerville office, but they are doing BAD business. Avoid Suburban Propane or be prepared to PAY, PAY, PAY. I was charged the highest price they could get out of me - TWICE. I did not stick around for a third quote read more