Not being upfront and honest with customers. They don't take responsibility nor apologize for their mistakes and lack of communication. Customer service is horrible. Their prices are outrageous! Glad I'm no longer with this company. read more

One of the worst companies I have ever dealt with. Customer service awful. Manager refused to get on phone with me. Could not produce signed contract but mandated I was subject to costs and fees. Fees are ridiculous. $144 for 2.5 gallons of gas. Doesn't include yearly fee of $120 tank rental. Use someone else!!!! read more

I have used Suburban Propane since 2013 when I moved to New Bern. I had no problems until the last couple of years. My understanding is that this company has gone public. I accidently made a double payment when I paid on-line for lower fuel price contract they offer in the summer. They refused to return my second payment. When my monthly budget plan of $62.74 was not paid on time, because I thought they would take it out of my credit balance of over $300, I received a phone call and was told they could not do this as it was a separate account. These types of accounting practices were never in place before the last few years. They enjoy holding your money. In addition, one of their fuel delivery men, rode by my house when we were home and stated he could not find my home to deliver propane which we needed. I live in Fairfield Harbour where houses have clear numbers on the mailboxes. I am going to have them pull out their tank underground when my contract is over and go with another company. read more

We called Monday and they said we were scheduled for a Thursday delivery; if we wanted sooner we would be charged extra. Thursday came and went no fuel. I called Friday, they said they were otw. Friday at 5 pm, no one... we called again.. they said again they were otw. No show We called customer service again, and they said we need to fill out some COVID paperwork first (WTF?!) We have been on a schedule for over 10 year!! But now we are canceling and trying Cherry.. read more

I called to start service but had to leave a message because no one could help me. No one returned my call after 3 business days. I guess I'll have to move on... read more

Surburban Propane came out upon my request to scout a location to install an above ground tank for a whole home generator. They quoted the job and gave me a price but told me I would have to go get the permit myself. I got the permit myself and contacted them back to begin the work. They said they did not like the information on the permit and cancelled the work order. I asked were they going to let me know and she said she couldn't answer that. Surburban Propane made me get the permit that they were supposed to get then cancelled the job because they didn't like what the permit office filled out. I said if they got the permit like they were supposed to instead of me getting it this could have been avoided. The biggest issue is they were not even going to tell me they had cancelled the job. I hate to give them 1 star because they do not deserve it. read more

Suburban propane by mistake removed two 100 lb. Tanks from my property.They returned the tanks and reconnected Them as they had found them.,connected and ready for use. They returned several months later on 1-6-2022 and mistakenly removed them again. I called and they said they would return tanks.They returned them but didn't hook them back up. I called back and ask that they put everything back like it was before they took the tanks and was told they would not hook them back up. The copper like and fittings were very worn with the fittings than screw into tanks were rounded off from so many uses. I reconnected the lines and gas leaked out from tanks. I'm a elevator mechanic and familiar with proper handling with this type of fitting.The bottom line is the technician who redelivered them screwed them up. read more

Read the fine print on your contract before you sign up with this company. Sadly, I did not. If you cancel your contract before 3 years, they will charge you $150.00 penalty!! I cancelled my contract because I am moving to another location and will have natural gas. read more

The worst gas company we've ever dealt with! They can't call but an hour ahead of time that they'll be there. I have 3 dogs in my backyard and as a stay at home I go out often with my littles so to not know when you're coming is unacceptable! The customer service on the phone is rude, she over talked me about my acct before I could get anything out. She wanted to transfer me to another dept who was not going to help me so I declined being transfered. I'm currently looking for a new gas provider as we have been unsatisfied since day 1 with this company ! read more

Suburban propane in Alliance NC has the sorriedt service we have ever had. since eastern propane was bought out it's sad a ship underway with no one on the bridge read more

If there was a 0 star it would be to high. This is the worst customer no service company I've ever experienced! STAY AWAY from this group of clowns! read more

We recently got natural gas to our home, so we no longer needed propane. We called Suburban Propane to let them know that we'd no longer need the tank that was buried in our yard. We were billed for rent on the tank, and it needed to be removed! We were told that digging the old tank out was "our responsibility" and once it was dug out, Suburban Propane pick it up. My 74 year old husband spent days digging. Finally the tank was dug out. We called Suburban Propane to have the tank removed. We also continued to pay rent on the old tank. It took a few more weeks to get a truck to come, and when it did, it wasn't a truck with a boom. So the tank couldn't be lifted out. A few more weeks passed, and I called again to ask that the tank be picked up. A truck finally arrived. The tank was lifted out, and carried away. We were left with a giant hole in our front yard. I guess that too, is "our responsibility." Today, we received a closing bill for $204.37. I called and I asked if something could be eliminated from the bill, since we waited for so long for the tank to be removed. The representative informed me that I was "paid" for the propane left in the tank. I pointed out that Suburban Propane had charged me a restocking "fee" and "taxes" on the fuel that was left. I was told, "That's right. Read your contract." I asked if anything could be done about the bill and was told no. They were not willing to even try to work with me. I was very disappointed. We thought that, when we left California, we had escaped companies like this. If New Bern would have a WORST OF NEW BERN, I'd nominate SUBURBAN PROPANE. Absolutely one of the worst companies for customer service. read more

Suburban Propane Customer Service makes going to the DMV feel like a get away weekend at a 5 star hotel. Waiting for Suburban Propane to do what was asked makes a sloth look like a Cheetah. Suburban Propane Customer Service approval rating makes Congress' approval rating look good. Suburban Propane Telephone personnel make you wish you were dealing with an IRS auditor. We finally left Suburban Propane after years of a difficult relationship when we recently switched to Piedmont Natural Gas. However even getting our tank picked up has become a struggle. After missed pick-up dates in Feb was told it will be picked up sometime in 2018. I asked if that means the date I could hold them to was Dec 31, 2018 in a disbelieving tone; the response was a matter of fact - YES. I understand picking up a tank may not be a high priority to the company but as I informed the telephone personnel, it is a priority to me as I wish to landscape in the area the tank is occupying. She could have cared less; which has been our typical experience with anything we ever needed from this local affiliate. There are better options for your liquid propane in the New Bern Area - Don't make our mistake! read more

I had multiple issues with this company. When I first called to set up an estimate, the lady was very friendly. She set up my estimate and install for exactly one week apart. On the first Friday, two men came out to do the estimate. The man told me that he would have to write it up and someone would call me. No one ever called. I finally called them on Wednesday. No one answered so I left a call back number. No one returned my call. On Thursday, I finally reached a customer representative. She found my estimate and said she would email it to me. I then asked her if I was still on the calendar for the next day to have my install performed. She replied that she was looking at the calendar and I was on there. When I finally got the estimate several hours later, it was only half of the estimate as I was supposed to have two different ones. Friday came and I stayed home all day waiting for the company to show up to perform the install. By 4 PM, no one had shown up. When I called the company to inquire about what happened, they said they did not have me scheduled for anything but would be happy to schedule it now. I provided them with both the name of the representative who scheduled it and of the representative that I spoke with the day before. They offered nothing in attempt to make their mistake right or to keep my business; not even an apology. I told them that I would be going with another propane provider since clearly my business meant nothing to them. read more