"We purchased our home five years ago and continue the service with existing propane company (Thompson Gas). We have had several challenges with the existing company over the past few years. We felt that it was just easier to stay with them than to go through all the hassle of changing. We had two owed tanks and one rental. Yesterday after not getting phone calls returned I had contacted Thompson because we were out of gas to our house generator. This was no fault of ours I contacted them 2 months ago when I believe we were out and was told if the Gauge showed full no need to get gas. Sunday we lost power. Our generator would not start after checking it was out of gas as we thought. When I called Thompson gas I was told it would be 5 days before they could come out. This meant that we will be without a generator and our food would spoil that was purchased to shelter in place for covid-19. The long-term effect would be devastating. It's already difficult now to buy food and you're limited on how much you can buy. I negotiated explained what happened they said it would be three days and the earliest I could do but would talk to her manager and see if there was any way they could get out earlier. I waited all day no return call I called them back and they said that it would be tomorrow being Tuesday before they can try to work me in. This was their fault. In addition they were going to charge me more than what previously was quoted a few months ago I was told would be a locked in price. The girl corrected herself was very friendly but the fact is is a loyal customer the manager was not willing to correct an issue that was theirs in a timely manner.I Googled and called the first one that popped up which was Suburban Gas. They acted quickly at 4:55 p.m. and had someone out here that morning and was going to deliver gas shortly after the inspection before any time Thompson could offer. Everyone was beyond friendly respectful and we're very proactive at Suburban and I wasn't even existing customer. They recognized I was in a dire situation and found a way to assist. Matt the gentleman that came out to do the inspection was super friendly and the very first thing he did was check the tank and verify there were no issues other than the gauge appear to be stuck reading incorrectly and even Rock the tank and said it's empty. I had spoken with Anita in the office she did a wonderful job the first time I called. She escalated it to Brad and they coordinated to find a way to help someone that wasn't even their customer. Everybody in the office that I've called has been amazingly friendly and supportive. I am moving all my business to Suburban Propane because of their actions. I'm very thankful and appreciative that they have such amazing staff. Thank you Suburban propane."
Michael J. Glasheen
21:12 19 Feb 20
"I recently let myself run out of propane. I called my local office and by the end of the day not only did I have a tank full of gas, I had my system tested for leaks and got a clean bill of health. Outstanding and friendly staff. Thank you so much."
17:24 29 Jan 20
"Very happy with customer service. Unfortunately your gas prices , Extremely high compared to actual cost."
00:10 15 Jan 20
"I wasn't planning on leaving a review Suburban Propane, but since you asked I feel obligated to give it to you. I purchased the home that this service is provided too in November. I closed on the house on a Friday, in winter mind you, and found that the propane tank that supplies the fuel for the house heat had been "booted" by the company. This service was not to be terminated until that following Monday for obvious reasons, like being 30 degrees outside. After several calls to Suburban propane, even the manager, there was a standard answer across the board, "nothing we can do". I asked why the service was turned off and the answer I received was that the previous account was late in payment. Supposedly back in August, but yet the previous owner had heat up to the closing date on the house (November), and confirmed that her account was in good standing by Subrban Propane?? The home inspector checked the HVAC system to find no faults and the system working in the house (report date 28 October), but the service was off since August when talking with Suburban Propane, not likely. That was my answer for almost three weeks. No heat, with the wife and children, three weeks! I had no intention of continuing service with this company, but I could not get a replacement tank until January, so I was stuck with them. Trust me I wanted to drag their tank to the road and have them pick it up, I bet they would have responded faster than three weeks for that. I do know someone here is lying, either the previous owner, the home inspector, or Suburban Propane. The "booting" of the tank, in my opinion, is nothing more than a money making scheme and jobs program by the propane company. No customer service at all, or even an attempt to alleviate the situation. "We just don't have anybody out in that area right now", or apparently for the next three weeks. They did not care.I assume that since I left this honest account of their business practices my service will continue to suffer in the near future, if they even read this at all. At least they did fill up the tank, eventually, so there's that, atta' boy Suburban Propane.UPDATE: Suburban Propane Management did reach out to me about the service I received, and basically made a pledge to do better. That was appreciated as most companies these days just move on to the next transaction. There is conflicting information by different parties that is causing the confusion on some aspects of the issues. I look forward to a better service experience from Suburban Propane.I have changed the review to reflect the outreach from the management personnel at Suburban Propane."
03:34 21 Dec 19
"I am always happy with the service, whether I'm talking with the office or the driver who delivers my gas. Very helpful and friendly. Thank you!"
12:06 19 Dec 19
"Order delivered when specified. Good job."
00:22 26 Nov 19
15:39 10 Sep 19
"I'm very happy with the service I receive with suburban, especially when I call in to pay on my account the ladies are always so friendlyand helpful and so nice to me and make it fast and easy for me to pay. I just think being a loyal customer and always paying on the spot we should get better pricing on the gas. I'm disabled and on a fixed income and sometimes only buy every two years. I just think if they can give new customers prices sometimes as low as $1.69 I think being a loyal customer of ten years I should be able to get a better price. I just about can't afford it, gas has gotten so high its hard. However they have always given me great service and came out anytime I've ever called and I appreciate that. They have always answered any questions for me. They check my tank for leaks they have always been very good to me as far as their service goes you couldn't ask for any better."