Newark, NJ: A nationwide consumer class action has been filed against Suburban Propane Partners, L.P. and its operating subsidiary, Suburban Propane, L.P.
The lawsuit alleges that Suburban Propane unfairly charges its customers excessive prices for propane, without disclosing its per gallon price in advance of delivery. In addition, the lawsuit alleges that Suburban Propane unlawfully charges its customers a variety of fees that are not properly disclosed, including tank pump out and pick up fees that are designed to prevent customers from rejecting deliveries and choosing a competitor.
Lead Plaintiff Robert Slack became so upset about Suburban Propane's business practices that he launched his own website in January of 2010, to express his concerns. According to the lawsuit, many of Suburban Propane's customers from across the country have submitted written comments to his website reporting similar experiences, and have reported being charged prices of as much as $7.00 per gallon.
Suburban Propane is the fourth-largest retail marketer of propane in the United States, measured by retail gallons sold. According to its most-recent Annual Report, residential customers accounted for less than half (44%) of Suburban Propane's retail propane sales by volume, but accounted for 61% of Suburban Propane's margins on retail propane sales during the most recent fiscal year, reflecting higher margins in its residential propane business.
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I have reason to believe Suburban Propane has either allowed faulty meters to stay in use at our commercial location and/or is intentionally billing us for propane we have not consumed. I hope I can either get a reasonable response from them. I replaced large pieces of gas equipment 360,000 BTUs and upgraded others and my bill hasn’t decreased. If anyone else in Connecticut is struggling with “jurisdictional” USTs where you are metered at the building, I hope you aren’t experiencing what we are.
Posted by Flyfish
on
I have had nothing but trouble from Suburban Propane.Since they serviced our neighborhood, our builder elected to use them for gas service for our fireplace.This was 21 years ago. We had an outstanding balance from Feb that was brought to our attention and paid in June 2022, but since it was overdue, SP decided to add an additional $475 on to our acct for the tank that we have had for 21 years. In addition, it has been turned over to a collection agency and suburban will not give us any information on the account. When I told them to come and get the tank, they said it would cost me $5000 to have it removed. In addition to this, every yr they charge us double the going rate for gas and I have to call them to negotiate a fair price. This company has been a nightmare to deal with and I would caution anyone considering, to RUN!!!!
Posted by Same here
on
Location: Delaware
The propane tanks (2, 120 gal tanks) on property were outdated. So when we signed on with Suburban, we were told to let them go dry so that they are easier to remove. They belonged to Suburban. So we did, locked into a budget for what we estimated to use (just cooking). Then they put in a small temp tank. Then they came and filled up the old tanks instead of removing them (Nov 2021). They came back 2 months later and topped them off (Jan 2022). And yes the temp tank still there too. Then they send me an audit bill saying that my new budget amount 3x higher than what we agreed to. I said no. Its just for cooking. Mathematically it comes out to approx $10.00 per gallon at 20 gallons per month. Plus they still hadnt replaced the old tanks. Back and forth no response - told them they need to have some explanation for such an increase. Still paid my budget amount - there was one month they kicked me off because I didnt agree to the new fee, but then started deducting from my account again. Taking a closer look at my statements - they also charge a late fee and for past 2 months tacked on a tank rental fee (remember these are old outdated tanks that have been on the property for a good 40+yrs). So unless you pay off the balance of the delivery, the late fee accrues monthly. Im not sure what the budget plan actually is. They still want you to pay in full instead of on a monthly basis. They were supposed to do a pressure test, never completed. Just yesterday they came and removed the tanks all together (Aug 2022). At first I thought they were replacing the tanks, finally after over a year. But no they took them for lack of payment. Or as she stated insufficient payment . The person I spoke with said my initial budget amount was incorrectly calculated. I would need to pay at least $415 to make my account current. They were supposed to correct my bill not add to it. And yes I have lost my temper with them. You reach that point when trying to get something resolved for well over a year and then they do that. Kicker is I did receive an email saying that a service tech is on the way! Funny right. I have no plan to pay them anything addition. There was a good 55% left in those tanks if not a bit more and I did pay them the budget amount. I printed all my statements out - since they haven't locked me out of my account yet. But cant wait to see what type of "final" bill they throw at me.
Posted by Angie Martin
on
I am submitting this on behalf of my elderly dad who I take care of and take care of all his finances. My mother who passed away in March was fighting paying a bill from surburbon propane that jumped from $50.00 one month to almost $400.00 the next month. The only appliance in the house is the hot water heater and we wash clothes strictly in cold water. Our bill had never been over $100.00 in the 25 years living in our house. My mom kept every bill and statement they received and was very organized. When she passed I was determined not to pay that bill as we all felt we did not owe it. I payed the the amount we owed monthly. 2 months ago we received a 3 day shut of notice to pay up. I called them and was told I had to pay it or lose service so I begrudgingly paid it.
Posted by Yunsun Choe
on
I moved in to a house that had Suburban Propane service and I changed the account to my name and signed the propane tank service agreement. For the first fill, I was changed @1.57/gallon. The second fill after 3 months, I was charged over $3.00/gallon. The third time the price went up to $5.00/gallon. I just received invoice for 4th fill and I am being charged $6.59/gallon. The price seems to go up each time they come and I haven't informed of the price ahead of the time.
I looked into changing the company but noticed there are many fees associated with termination and price is not listed.
Not sure what to do.
Posted by Rebekah
on
I have had Suburban Propane for a little over a year, the tank was already on the property when I purchased my house. Last summer I received a surprise delivery four months after signing their contract and bill for approximately $120 for 5-6 gallons of propane (I only use it for cooking). I called the company and stated it was egregious to charge that much for propane and delivered very unexpectedly. Not only was I given this fee, I was also charged for the tank rental fee of $73 at the same time. I called them and stated this was outrageous for 5-6 gallons of propane. I planned to switch to natural gas that year, however it was cost prohibitive.
This summer, again I received an outrageous bill again of $120 for 5.8 gallons along with the $73 rental fee. I called them, and apparently I need to pre-pay the "Minimum Purchase Requirement" again. I stated I use less than 6-gallons, why should I pay $190 for less than 6 gallons, Suburban stated there was a minimum no matter how much propane I used. I told them to take the tank back and I wanted a refund for all the propane I paid for. They stated my tank capacity was 48 gallons and I would have to pay $1.25/gallon restocking fee (this was not stated in my contract). Also, they would not immediately give me the refund price per gallon of propane, I am currently still waiting for this refund estimate.
Yes, I did sign a contract, however the terms were not clearly explained, such as the "Minimum Purchase Requirement" this is not stated to be pre-paid once during the year and every year. The non-refundable equipment fee is stated to be annually (this is understandable), however is not stated it is pre-paid. The propane restocking fee is not stated in the contract, neither are the random unwanted deliveries or refund propane price.
Posted by lisa holley
on
I am being charged $5.00 per gallon. Petro is only $2.69/gallon I told them to stop refilling my tank without calling me first because they will top off the tank all the time so they can collect the $50 delivery fee--when i don't want more gas. Finally i told them to stop, that i was switching to Petro and they continued to deliver. I am not paying them a cent after i told them to stop delivery. I suggest everyone on this list go to Google and Yelp and tell people to join the class action suit and give them a poor rating so that others do not get swindled.
Posted by Latasha Henson
on
How about the fact they ignore call to stop delivery as tanks are full and our usage is minimal. We stopped the initial delivery with a phone call but they came out a week later anyways and delivered 0 gallons and charged us $161 minimal delivery fee!!!!
Fraudulent business practices
Guess they hadn't got enough money out of us this year.
Posted by Pete N
on
Suburban propane just banged me for $4.61 a gallon. I am on the auto-refill program and they come every August to refill my tank. August is historically the best month to get a tank refilled. If $4.61 a gallon is the best I would hate to see their prices in the Winter. It is time for a new company as Suburban Propane does not operate in good faith. Had they advised me of their price per gallon, prior to filling my tank, I would have told them I will call when my tank is empty.
I see that I am not alone.
Posted by Eileen
on
I have so many complaints about this company i really do not know where to start . I can honestly say i have never seen a company so poorly ran in all my life!!!. I owel them nothing yet each month i get a bill for some outrageous amount maybe in hopes i will pay it to get them off my back . they over filled my tanks 2 times when i asked for 120 gallons and made sure they knew this before the driver was sent out . i was filled up both times and was stuck paying the difference .
i asked for a print out of all my transactions from the day i started with them what i got was a one page bunch of mess that made no sense . this company needs to be taken to court and shut down !!
Posted by Robin Boyd
on
We moved in 3 years ago and went with suburban propane at first it was great because we had the reduced price for the first year. Second year was a little worse but doable rate at 2.59 a gallon. Now they want almost 4.00 dollars a gallon. So we decided to cancel with them and go with a different company. New issue they won't have a tank until the end of March and we are at 4% in the tank...Colorodo isn't fun with no heat besides an electric heater. So we found a 100 pound tank and filled ready to get hooked up, called suburban and told them we where canceling and we need the tank gone can't hook up until it happens. Going on the 3rd week I called to see why it's not gone. I got a very rude person that couldn't give me a reason why or even an estimate on when...switch to a rude manager that says they will pick it up when they can because it's not an emergent reason well yes it is....we run stove, heat, and hot water on propane. They still said we will try to get it next week but no guarantee because once again it's not an emergent situation that you are trying to make it out to be...continurd with another company will move their tank for me when they come to set up...for one it's not the responsibility of a company to move another company's product....yes I am sure they would but still! 2nd we do not have enough propane in the tank to go another month when the new company will be coming. So rude, over charges like crazy and had no respect for their customers
Posted by Paul Wright
on
I have tried for 3 years to terminate service with this predatory company. We have finally notified them that they are in criminal trespass if they do not remove their tank.
Posted by Maria Monteleone
on
I used Surburban Propane for a little over a year... I was paying over $4.00 a gallon... so I shopped for another company. To my surprise I received a bill for 284.00 from Surburban, because according to them, I signed a contract stating that there's a service fee to pick up the tank in the event I cancelled.
However, I never signed a contract. Surburban forged my signature... they sent me a copy of the contract and clearly it wasn't my signature.
Posted by Denise
on
I had a house built in 2004 and had an inground tank installed. At the time the Suburban rep. stated I could purchase the tank at a later date. Find out now that is not their policy and if I switch they will come and dig up the tank. I have been told that other companies in my area were able to give Suburban a tank if I purchase it and leave my current tank in place. Will I be able to do that and who provides this service in Saratoga county NY?
Posted by Chris S.
on
My mother passed away last January, and it has not been decided what we were doing with the house, so when Suburban came to fill the tank I askjed them not to because of the aforementioned situation. Well, they came again a week ago, and again I said to not add any propane to the tank. Got a bill in the mail today for $188.89 for "0 gallons delivered, minimum payment due upon receipt." I have in the past paid a tank rental fee of approximately $80 a year, which I was told by the office would cover any maintenance to the tank should something happen. Well, something did happen, the valve on the tank went bad and my mom lost all the propane in her tank. Thankfully she only used it for cooking and not heat. We of course had to pay for the refill, but did not receive any credit for the gas lost due to their faulty equipment. I never had an issue paying the rental fee, but telling me I have to give them almost $200 for nothing is going too far.
It only goes one way with this company, their way. So now I have to go fight with them over this bill, and tell them to come get their tank. Just want to live a peaceful life and you get these scumbag energy companies trying to shake you down cause they didn't get to sell you their over priced product.
Posted by Bridget Dillinger
on
I called to have tank locked at the beginning of December when I moved out.A few days later, suburban said a worker was ill and they would have to go the following monday.
When I didn't get a refund by mid January I contacted them again. The new residents of the home evidently used the propane up and no work order was issued at the beginning of December. They also could not locate a work order so claim i didn't call. I will be filing a small claims suit using my cell phone call log as evidence.
Also, when I originally established service I paid 500 cash to buy propane in tank, labor, and tank rental. They tried billing previous occupant and I had to prove I paid it with receipt. Either they keep poor records or are rip off artists.
Either way, it ends soon for me.I won't tolerate that unprofessional conduct.
Posted by Mel
on
Mary - that depends. Do they own the tank or is the tank yours? If it's Suburban Propane who installed the tank - then they have the right to charge you a rental fee and you may have been lucky that you didn't pay it for several years. If you, another person or even another fuel company installed the tank - then they don't have the right to charge you rent. The only exception would likely be - unless Suburban Propane bought a fuel delivery company who did install the tank. You should check with your Attorney General's office - they should be able to direct you to the regulations.
Posted by mary conklin
on
years with no tank rental now trying to charge for rental of tank do I have to pay it
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