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Suburban Propane complaints

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240 Route 10 West
Whippany, NJ 07981 | Get Directions

(973) 503-9078

http://www.suburbanpropane.com

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Total Amount in Dispute:
$1,200.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Suburban Propane closed in last 3 years.

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

1 complaints against Suburban Propane

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7/11/2021

RESPONSE: Agreed to make an adjustment Amount in Dispute: $1,200.00 Amount Settled: $0.00

Customer Complaint

6/8/2021

My park only allows suburban propane as a option. I believe they are gouging their prices horribly. Last month I paid $600 and they just sent me three letters saying if I don't pay another $600 by 6/6/21 they are turning off my gas. I don't know how this is legal during a pandemic, especially when everyone is struggling financially. I just want to know if anything can be done about this, I believe they are mad because I told them not to come fill the tank till I said I needed it, that is when my "payment plan" was revoked and I was expected to pay $600 a month for propane. That's a lot for a single mother. Resolution Sought Work with people, maybe not come and fill the tanks when they feel like it and send bills without permission to fill. They aren't coming Unannounced any longer since I said not to but now they are super rude and about to shut off my gas.

Company Response

6/29/2021

We received a complaint letter on 06/22/21 from Ms. Barnard, since that time we have reached out eight times via phone and once via email to address her concern. We have not heard back as of today to assist Ms. Barnard so her account was placed on will call allowing her to call in when she would like a fuel delivery to her home. If she would like, the CSC manager is willing to work with her to be placed on a budget plan that will make payments easier for her. We ask that she please reach out to Brett at 585-301-6165 anytime that is convenient for her and Brett will assist her. It is our goal to have complete customer satisfaction and Ms. Barnard can always schedule an appointment to come in our local center to sit down and have the entire process explained if it makes things easier.

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