Suburban Propane

If I could give them a zero I would, poorest customer service I have ever seen, Our fireplace was broken, Hubby turned off the pilot light, turned off gas input from the tank at which time read 70%, called them for service also, never got a call, yet we get a bill saying they filled our tank and we owed $ 298, called to talk to them and tell them the fireplace was broken and off for the whole month of February, they even admit that they had brought propane right before our fireplace went south and we had never used that much before, long story short even with all that they said their trucks are tamper proof, if driver said he delivered that much to us, he did! Needless to say we are back with Liberty Propane and very happy to be back. A company that lies is not getting my business!

In my experience and opinion, we have a front runner for worst company in VT. Yes, worst than Comcast! I should have listened to every person ever when they said do not deal with this company and that I’d regret the day I contacted them. Everybody was right.
It took 4 calls over 3 days to this location just to get new account paperwork to get the process started. The customer service people simply hang up if your question requires thought or is difficult. I complete and return paperwork within 3 days and 4 weeks go by, no contact. I call in, get hung up on 2 times. Finally talk to someone and they send out a tech to do an estimate to set a new tank and run a line into the home. The «tech» comes 45 mins late, no ID, no company shirt, no paperwork, no introduction, nothing. He stares at the site silently for 3 minutes and says «a few hundred dollars» and walks to his truck and leaves. Wow, thanks…
I didn’t get any follow up from him or Suburban, no quote, no estimate, no paperwork, no scheduling, literally nothing. I call in and get hung up on once. The next person I talk to says they have no record of a tech coming out… Uh, what?!
4 months go by, still noting. I call in again, get hung up on 2 times. On the third call, they tell me I need to submit all new paperwork, have a new site inspection and that there is no record of me ever submitting any paperwork to them or a tech coming to my house. I have email proof of the submission, an employee name, dates, etc. and they won’t look at them and say that I am making it all up. I was put on hold for 13 minutes at which point I gave up.
Nearly 1 year after I started the process, I am no closer to having service. I cannot imagine how bad it might be to be a locked-​in customer and have to deal with this lack of service. Luckily, I can, and will go elsewhere.
Please do yourself a favor and avoid these guys at any expense. Check around for reviews of this company and you will see. I cannot think of a more frustrating, time wasting, fruitless experience that I have ever had.