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February 2025 by Karla Rivera
I am extremely frustrated with the service I’ve received from Suburban Propane in Belchertown. I initially called for a delivery but was told I didn’t have enough funds. I then contacted Community Action for assistance, and they confirmed they would help with the delivery. However, when I called again to ensure the delivery would be made, I was told that it would not be fulfilled, despite explaining my situation and mentioning that I have two children under the age of 3. Even though Community Action directly contacted Suburban Propane to confirm the delivery, it was still not completed as promised. This lack of support is unacceptable, especially considering my situation. Based on my experience, I would not recommend this company or their customer service.
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December 2024 by Christopher Elias
Terrible company, I purchased my tank from them 2 years ago. They attempted to shut off my service on MY tank, trespassed on my property with no permission, and was recorded on security camera being hostile and looking in my windows. I had to threaten an attorney due to having children in the home to not touch MY tank. What an unprofessional company and management in belchertown MA
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December 2024 by Robert LeVierge
Great service. Have a great Holiday
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August 2024 by Rabbit
I would rather deal with Comcast, and that's the worst insult I know how to give to a business. An absolute nightmare. They have no concern for their customers at all. Good luck getting someone on the phone. They also love hanging up on customers. Had my fiance take a day off to wait for them to come check the meter and they never showed up. They wouldn't talk to her on the phone because the account isn't in her name. Scammers, liars and bad business people. I've been on hold with them for over a half hour, even though I'm at work. They don't have any contact info for anyone with any ability to turn on my gas apparently, or anyway to log a complaint or schedule an appointment that will actually occur.
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June 2024 by G L
Think twice before using this company. Extremely unprofessional and passive aggressive. I purchased a home that had an existing account with them. They were using the propane for a dryer. I decided we’d just use the propane that was left since we paid for it during our closing and purchase an electric dryer since it didn’t make sense to have propane tanks just for that purpose.
They sent someone to the house without my knowledge or permission to do some kind of tank check. Mind you I don’t have an account with them. They lied and said they had a phone recording of me giving them permission to go to the property. Calmly, I asked them to please find that recording as I would love to know who is calling to impersonate me. Shocker, I never got that recording. To add to the issue, That property is rented. Having them show up with no notice took my tenant by surprise since she suddenly saw someone walking around the yard who she didn’t know. When I contacted them, they wanted to charge me for that service. I refused to pay for it because they did not have my authorization to do so. Had I known they wanted to do so, I would have asked to have them take the tank. They have contacted me over and over with a terrible attitude trying to get paid for this. Fast forward a few months, I emailed them a few times asking them to set up a time to pick up the tank. To please let me know as I have a tenant at the property with a dog and would like to have notice. To no surprise I suppose,
I just received a message from my tenant completely shocked that someone was there taking the tank without her knowledge. No notice of course. This is the kind of company you are hiring when working with these people. I have a few rentals with propane heat as well as my main home. I have never dealt with anything like this. My advice is to use someone else. These people know nothing about customer service nor do they seem to care. They have lied and acted beyond unprofessionally.
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June 2024 by Will Laub
Extortionists and liars. Check out all the terrible complaints on BBB. Charge you 1.5-2x market value, tell you one thing on the phone then do another, send fraudulent bills, and demand to be paid to remove their property from your property when it was there when the home was purchased. STAY AWAY and buy your own tank, you'll see the savings in less than a year.
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February 2024 by alexander “sasha”
I pay for heat of one bedroom apartment the same amount my friend pays for three levels house.
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January 2024 by James Rocha
Suburban Propane is an outstanding company to work with. They are truly customer focused and work hard to make you feel appreciated and taken care of.
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August 2023 by Sean Greene
Awful company with disgusting customer service! Take these poor review seriously folks, they will allow you to freeze in the winter, they're over priced, they'll come on their terms when they feel fit. Disgraceful. Run away.
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May 2023 by Joan Kennedy
HORRIBLE customer service!! I would not recommend this company to anyone! RUN!!! The worst experience I've ever had.
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April 2023 by Rebecca Quinn
We very recently changed to Suburban Propane and I very happy with the service we have received so far. The woman who we spoke with was very nice and answered all of our questions about switching propane companies. The tech that came to the house was great, arrived on time, worked quickly and was incredibly polite. Even the propane delivery driver was super nice. We are so happy we switched!
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March 2023 by Cheryl Myrick
Just bought a home and had Suburban Propane out to check the system. They were on time and very professional. They checked everything thing out and made sure we were safe! I look forward to having them serve our system.
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March 2023 by Judith Kennedy
Delivery was professional, friendly, and courteous.
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March 2023 by S Fuller
Don't care if you freeze to death,supposed to deliver in November now it mid December still nothing.It's February my tank is under 20% no delivery messages them no reply.I'm on automatic.It's like its closed or don't care.
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March 2023 by Brian Saloio
We have been loyal Suburban propane customers with the Belchertown MA branch for a little over a year and we have had no complaints until now. We have been good customers and haven't missed a payment. The neglegence of this branch has been unacceptable. In April of 2022 we adopted two dogs who have access through a dog door to the backyard where the tanks are. We haven't had a problem with this until our past two deliveries where the driver felt uncomfortable entering through the gate, which is completely understandable. The problem is that when they called the day before, they called my fiancé's number which is not a good number to reach us at. Luckily I was home so I was able to bring the dogs inside. We told them to call me on my number from then on. The next time they came around (which was 12/23) they AGAIN failed to call my number and only called my fiancé. They came, saw the dogs, and called us to ask to bring the dogs in but this time both of us were working so we were unable to get there in time. The delivery driver told us over the phone that he will come back next week and we again never received a call. Now, 11 days after we were supposed to have a delivery, our tanks are empty and we have no heat or hot water until they refill them tomorrow. Luckily it is only going down to about 35 degrees tonight. If this was a colder night we could've had a large amount of damage due to burst pipes or we or our dogs could have suffered serious health conditions or even death due to the cold. We called the office in Belchertown with good intentions and they very disrespectfully explained that it would be a $200 after-hour delivery fee even though it was their failure contact the correct number. I offered the possible solution of delivering to us on Mondays in the future because I am home from work and she immediate declined without even a thought. The customer service rep was extremely rude and unhelpful and this mistake may have been forgivable if she was willing to cooperate, but she was not. She claimed that she didn't have my number on file when I know for a fact that she does because I gave it to the customer service representative last time we missed a delivery and I gave it to the delivery driver. Also, Both the office and the driver have called me on this number. They never offered us any alternative solutions (like moving the tanks outside the gate for example) and every possible solution we offered was immediately shot down or ignored.
