The Reason They Suck

Over the holidays I realized that we were low (approx. 10%) on propane (this is the first house I've had that uses propane so I had neglected to check this).  Regardless, we called Steinheiser Propane on the first day after holiday break, January 2nd.  We let them know that we were at 7% on the tank and that we would need it refilled ASAP.  They let us know that they would be out no later than Friday.  We made sure not to use the oven/stove and kept the thermostat on 60-65 degrees to conserve as much as possible.  Thursday came and went, and then Friday came.  I got home from work around 6:30PM and checked the tank....5%.  They didn't fill it.  No note, no phone call, no propane!  We contacted them and it turns out that they overlooked a note in their system that our driveway has a low hanging cable over it, so they showed up and couldn't get to my house.  We called them and they said that their guys would be back out on Monday!  Monday!?!?  They neglect to check the notes in their system and then take the weekend off.  We then started keeping the thermostat between 55-60 degrees.  Please keep in mind that I have a 3 year old daughter that keeps telling me how cold she is....makes me feel really great as a father that can't do anything about it other than give her some extra blankets.  Monday comes, we are now past the numbers on the gauge.  I go to work, come home, check the tank.....IT HASN'T BEEN FILLED!!!  Again, no note, no phone call, and NO PROPANE!!!!  I look up Steinheiser Propane's website and find that they are a subsidiary of Suburban Propane.  I look up the contact information, call them and let them know what has been going on.  What do they say?  They say that they can't do anything for me and that I have to call Steinheiser!!!  So Suburban Propane puts their name and reputation on a worthless company, only to pass the buck when it comes to problems.  What a great company.  And by the way, Suburban Propane's Homepage says, "Our Business Is Customer Satisfaction."  BULL---SHIT!!!  So I call Steinheiser Propane and explain the situation and my frustration.  I am told that she remembers us calling on January 2nd and that there would be someone out by Friday.  She also acknowledges that her incompetent employees forgot to check the notes about the low hanging wire.  When I tell her that they never showed Monday either, she tells me that she doesn't remember saying that they would be out Monday, and that maybe she had said the 1st part of the week.  She also told me that I should have called them when I had 30-35% of the tank left....so now the incompetence is the customer's fault.  Because, apparently, they can't keep appointments, check notes, or make phone calls in a timely manner, so they would like me to contact them sooner.  Maybe this time I will just call right after the refill, IF it ever happens, so that they have plenty of time to screw up.  So they are scheduled AGAIN to deliver the propane today (tuesday, January 8).  We'll see about that.  I also made it known to the woman I was speaking with at Steinheiser Propane that whatever portion of the $800-900 refill charge was meant for the handling and service, should be taken off, since it sucked.  She said she'd look into it and call me back....big F-ing surprise.

Steinheiser Propane and Suburban Propane, YOU SUCK!  Thanks for putting the customer last!


In case anyone wants shitty customer service and no propane, here is the information for each:

STEINHEISER PROPANE, BUTLER, PA

19 Grant Avenue
Butler, PA 16002

Phone:     724-282-1759
Toll Free: 800-572-7029

steinheiserpropane.com

Suburban Propane Company HQ

One Suburban Plaza
240 Route 10 West 
P.O. Box 206 
Whippany, NJ 07981-0206

suburbanpropane.com