ED Magedson – Founder
Suburban Propane5365 Allentown Pike, Temple, Pennsylvania United States of America
In April of 2007 we purchased a gas stove. Since natural gas is not available in our area we had to have propane. At the time Suburban Propane quoted us $289.95 to install the line and the tank and $2.95 per gallon for the propane. They actually installed two small mis+-matched tanks and within 6 months raised the price for the propane to $4.90 per gallon to which they also added a reg fee. The agreement stated market price for the propane,. The most recent delivery of 16.8 gallons cost $109.73 which I now know is nearly double market price. Since they have been in violation of the agreement they are not entitled to benefit from any additional fees
We received a letter from Suburban Propane saying they will begin charging $72 annual lease fee for the tank. When I called the local office to question what they call an adjustment I was told that if we dont continue with them they will charge us a termination fee and restocking fee for the propane remaining in the tanks. Since they are changing the terms it does not seem proper for them to be able to impose such fees. We thought we were dealing with a reputable company so after the initial decision we did not check the market price of propane each time we got a delivery. Obviously we should have. When I started checking around after getting their letter we found they have been charging nearly double what other local suppliers charge
What We Want: We intend to get another supplier and want Suburban to remove their tanks within five days after the new one is installed. We expect a full refund for all the propane remaining in the tanks and do not intend to pay any fees or penalties. Pickup by Suburban must be by appointment and they should be on our property only with the homeowner present. We expect a full refund for all propane in the tanks within five (5) days of the tanks being picked up.
This matter is NOT settled. I called Suburban on 9/3 and spoke to Louise. Told her to pick up the tanks and tell Scott Simpson I called. Got a return call from Bill on 9/7 and was told they would not pick up the tanks until 9/15. They were picked up on 9/15. The driver said the there was 36.77 gallons left in the tanks. Based on 3.5 years average usage, I think there was more.
But instead of getting the promised refund for the propane I got a bill today for a $20 restock fee. Needless to say I have no intention of paying it. Even using their numbers I should have gotten a refund of
16.8 gal delivered 5/25/10 109.73
19.97 gal delivered 10/28/10 @$5.50 109.83
TOTAL DUE ME 219.56
Ms Verdon was correct about a company offering a low price and then increasing the cost after the initial delivery. That is exactly what Suburban did to us. When I first called them about new service I was quoted a price of $2.95 / gallon. The tank was filled as part of the installation. But six months later when we got our first refill we were charged $4.95 per gallon plus a reg fee which was not mentioned when I called for pricing. They knew we would be using propane only for cooking and therefore should have been able to estimate our usage and quote the appropriate price. It is obvious that we were charged at least $2 per gallon over market price on every delivery. Since their contract specified market price, they also owe us a refund of $140.66 for overcharging on 70.33 gallons over the last 3 years. That adds up to a total refund of $360.22. That is what it will take to settle this matter.
This report was posted on Ripoff Report on 10/01/2010 10:44 AM and is a permanent record located here: http://www.ripoffreport.com/r/Suburban-Propane/Temple-Pennsylvania-19560/Suburban-Propane-giant-rip-off-Temple-Pennsylvania-646519. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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