About the only effective ability of this app is to take your money. Your local dealer has no ability to communicate to you or to indicate if their shop is open or not via the app. Nearly all communications are routed through a contact center or if you use the function in the app, no one responds. Like the app, the Suburban Contact Center has limited abilities as well. They can take your order or process a payment, but they have to pass along a message to the locals as the Contact Center is unable to tell you if a delivery is in process or the status. The company says their mission is “customer satisfaction“ which is about as disingenuous as one can be.
This app is virtually useless. Seems to be done so they can feel hip enough to say they have one, not to actually benefit the customer. Also have always hated their billing process and how that information is conveyed. It’s the most confusing of any of our utilities. Can hardly tell what is due and when, when payments were processed and when you need to pay by to avoid a late charge. Also, would be great to get a reminder before said late charge was applied! Lastly, this company has steadily raised our already high rates SIGNIFICANTLY each year despite no changes in consumption and no explanation. We will shop around.
It was difficult to add my credit card to my profile and then pay my bill. It took me three tries after getting lots of weird errors. Then it told me it was already added to my profile after the third attempt even though it wasn’t showing up. I did several force quits on the app and it finally started showing up and let me pay my bill. Really clunky and buggy. Other than that, the app does everything I need it to.
Ordered refill for my tank used only for the pool on 9/19. 2 weeks and no delivery. Telephone calls to national service center and assured scheduled for the next day. Didn’t happen. Also, despite reporting 30% tank, they charged a full refill. So I was overcharged by $125+ and I had to call and demand a refund, not a credit on my account that wouldn’t be used until Spring, 2022. Staying with my local contacts for 20 years where I’m known and great customer service.
This app works fantastic. Even though you keep my tank full automatically, I get the additional peace of mind knowing I can check the level of my tank anytime from anywhere with my phone. I also appreciate being all of the other account functions you offer!
Tried to create an account to pay bill but every time I TRY it give me some sort of error saying I can’t use the app because I have a linked account. I called local branch and the people there never even knew there was a Suburban Propane app!! Oh well. Guess I’ll have to go to the actual site to pay
If I look at my account on the web page, it doesn’t match what I see in the app. There appears to be a desync issue, and this app should really only be used for payments which is even lacking a positive user experience.
App no longer reports fuel level on tank information page as shown in App Store (it used to do this) despite my paying $150 a year for “tank monitoring.” For me, this was the most useful part of the app. Why did you take it away?
Unless you like to get dizzy, this app is useless at this point. I tried to make a payment multiple times and it just spins and spins. I waited a few minutes between each try before giving up.
Too glitchy. I’ve scheduled payments thru the app twice now that never went thru and have caused me to have late payments. Don’t recommend this app or the company for that matter. Over $5 a gallon in Florida!
Tried multiple times to log in after creating an account through the website first. And it always give me an error code claiming it cannot use the app with one or more of the linked accounts.
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