This is the single worst customer service experience I have ever had. With a few notable exceptions, they have been pleasant enough over the phone (on the rare occasion that I'm able get through to them at their local number.) However, the organizational incompetence of Suburban propane is staggering. In trying to get a will call delivery, I had to rely primarily on the national contact center, because you simply can't get through to the local office. The folks at the national number would tell me that they were getting a message out to the local service department, who would contact me that day or the next to schedule a delivery. That contact never occurs. Not only that, when I call in, they have no record of the request. I did get one callback, which went to voicemail. This was to ask me to submit the paperwork that I had already submitted and they had already acknowledged receiving. Every time I have contacted them since, they tell me that the delivery probably hasn't been scheduled because they need that paperwork submitted. When I press them, they say "oh yeah, I guess we do have it." They also continuously cite that one voicemail as evidence that they attempted to contact me, and by missing that call, it's my fault that I haven't gotten a delivery scheduled. This despite the fact that I have called them several times a day for over a week. (I actually received a phone call late one evening from a manager at the Suburban contact center for no other purpose than to notify me that I had missed that call. Not to help me with my problem or even, I dunno, offer condolences or something?) They also still have the previous homeowner's name and phone number on the account, which they tell me they are removing every time I speak with them, and then it magically reappears a day later. If you had told me a week ago that a propane company held the power to reduce me to a bitter shell of a man, I would not have believed you. I guess the joke's on me. RUN. RUN from this company, if it means burning newspaper and old clothes to heat your home.
512 Brooklyn StMorrisville, VT 05661
Click Now to Schedule a ConsultationContact Us
From Business: Suburban Propane is a nationwide distributor of propane, fuel oil and related products and services, serving the energy needs of residential, commercial, and agri…