Complaints for Suburban Propane in Whippany, NJ

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
4	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

4 complaints against Suburban Propane

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3/21/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

2/22/2024

My mother is a senior citizen has been with suburban propane gas company since 2012 to 2024 suburban propane gas company refuse to sell my Mom gas because they had a 100 gallon minimum and said if we are not getting the 100 gallons minimum then we couldn't get any gas and my Mom went with out gas hot water heat because we she couldn't afford to give suburban propane gas company $445.00 plus tax for the 100 gallon minimum and to treat senior citizen like this is really really a shame and they are very rude I explained to suburban propane gas company that I Carolyn Hill Dorothy McCoy daughter has been paying buying the gas since 2019 to October of 2023 I called suburban propane gas company in December and January and February and they just bluntly refuse to sell gas so for this reason I called the Better Business Bureau the Bureau had me to call New Jersey to complain I Left dozen of messages but never heard anything from New Jersey the Better Business Bureau here in Meridian Ms took my complaint only because I was calling from Minneapolis Minnesota and it was about my 83 year old mother had to suffer going without heat cooking hot water and it is really cold in Mississippi right now also they have not given her all the gas I paid for 50 gallons and they give 49.7gallons not fare Resolution Sought I'm looking to Sue suburban gas company for treating my mother and myself Carolyn Hill the way they treated us very unprofessional I look forward to someone to respond to me about this issue

Company Response

2/27/2024

We picked up this tank up today. The customer has already swapped companies and will not entertain swapping back. We offered her a $25 credit for the .03 gas she wasn't pumped. She would not agree. We also offered a "swap back" discount on gas ($2.799 ppg) which was also refused. We made 3 different concessions to waive the 100 minimum and pump 50 gallons to try to help this customer. We also have explained our price protection plans. She's claiming she called to report leaks and we didn't respond. There's nothing in the logs to indicate this. We wish her well with her new service provider.

Customer Rebuttal

3/18/2024

subburban propane gas company lied about picking up the gas tank on February 6th 2024 I asked the representative Tamara to have someone to come pick up the and in March when suburban propane gas company called me I talked to Mike he told me that he would be sending someone out to get the gas tank and it's still sitting in my yard I will be charging suburban propane gas company a monthly fee for leaving the gas tank

Company Final Response

3/20/2024

Sorry for the inconvenience, this tank will be picked up Friday.

3/9/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $607.58 Amount Settled: $0.00

Customer Complaint

2/3/2023

Suburban told me I could make payments and now I can't,( bait and switch. I had a credit of 357.58 now I don't because they said I had an emergency delivery and off route which costs alot of money . I did not ask for any emergency delivery nor did I ask for a off route delivery. I'm out of propane again 2/2 after just getting 1091.00 check for fuel.i wanted to use my credit that shows clearly on my receipt but was told I didn't have any because of emergency delivery and off route I did not ask for any emergency delivery Resolution Sought Giver back my money and let people know there's some kind of a charge for reporting odor

Company Response

2/24/2023

This customer is on Will Call, which means they are responsible for checking the gauge and calling to order deliveries 10-14 days ahead of when you need the delivery made. Customer's who are on auto-delivery receive regularly scheduled deliveries based on historical usage so they do not run about of gas. This customer ran out of gas, which is what caused the odor. The emergency delivery fee is charged when we have to come out immediately to fill take which takes our driver's off-route to get there. Customer was made aware of the off-route fee prior to us sending a driver there and she agreed to pay this fee. We have reached out to this customer but have not heard back.

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