This all started back on September 18th of this year when I decided I would use Suburban Propane for our household needs for a new install generator & garage heater. They sent out one person for a site survey and he was a very nice guy and he ended up being my final installer.
If I were writting this review based on him you would get a great review but I’m not. So once he was here it took them until 9/28 to get me quote for the generator install. Appointment was set for 11/14 for the generator install.
I contacted them again to get a quote on the heater install because it wasn’t on my quote. They sent a second tech for a site survey for the heater install, he came looked it over and left. I believe that date was 10/22.
It took them til 11/09 to get me quote for that. There were supposed to do both jobs on 11/14, they showed up and only dropped the tanks and did not install. I called several times, sent emails. We rescheduled for a later day, I took the day off 11/27 and the tech never showed up.
Called the next day, they said they would check into it then called back and tried to tell me he was here and took pictures I said if he was here why didn’t he do the work, no explanation. He didn’t show as I was there all day.Rescheduled again for 12/07 when the work was finally completed.
During this the off had quoted n=me $799.95 for the generator and $400 plus for the heater when the tech had told me it would probably be only an additional hour for the heater plus material. So it should have been 4.5 hrs for the generator and the tech had quote an additional hour for the heater then when I got the heater quote the changed the 1.0 hr to 2.5 hrs, now they wanted 6.5 hrs.
I had to have it done so I gave them the go ahead. So when they finally did the job t it took 4 hrs & 35 mins. So when i called the next week so see if the were going to readjust their labor qoutes I got nothing but bad customer service. I do have to say they did finally readjuster their labor hours.
So I was told I would get my first delivery of propane within a week of the install which was on 12/7 and today is 12/24 and still nothing delivered. I called a week ago and they said they would get it scheduled, I called again today and they first said the install was complete, why isn’t complete when I already got my bill and paid it. Again one hand does’t know what the other hand is doing.
If they hadn’y already dropped off tanks I would have had them come get them. These dates are the closest I can remember. Corporate America has no sympathy for the little guy and it was the little guy that got them there, how quickly they forget.
Customer service has gone down the tubes and I wish I would have know then what I know now because there would be a different name on those tanks beside my garage.