HERON FALLS, N.Y. — With freezing temperatures here and expected to drop even further, residents in Heron Falls are concerned about their propane supply. News10NBC’s Adelisa Badzic visited the village and spoke with Carl and Tina Cook, who just received their first propane delivery in months.
Carl and Tina Cook said they received their fuel delivery last night, the first since November. With bitter cold on the way, they were extremely worried about running out. The couple has lived in Heron Falls for 14 years and said they haven’t had this issue before.
They are on an automatic fuel plan with Suburban Propane, which should provide monthly top-offs. Tina Cook, a Suburban Propane customer, said, “They have been phenomenal right up until this year. And I don’t know what’s happened down there.”
Tina Cook said she called customer service at least six times and was told each time that the delivery would come the next day, but it never did. “Our neighbor ran out of fuel. Automatic. He once ran out of fuel. Once again. This is the second time he went without. Woke up to our freezing household. That shouldn’t have to happen,” she said.
Adelisa Badzic, News10NBC, reached out to Suburban Propane, and a spokesperson advised customers to monitor tank levels and contact their local service center with any concerns.
Their full statement is below and is attributed to Ms. Nandini Sankara, a spokesperson.
“Cold weather significantly increases propane demand, particularly during extended periods of extreme temperatures like we are currently experiencing. Customers rely on propane for essential needs including heating, hot water, cooking, and backup power, and we have seen sustained, elevated demand across the region as a result.
This winter has brought severe arctic conditions to many parts of the country. Throughout this challenging period, our top priority remains the safety of our employees and customers, along with the reliable delivery of propane to the communities we serve. Our teams have been working extended hours and adjusting delivery schedules to meet increased demand. Suburban Propane maintains a strong and stable fuel supply, and we are actively coordinating logistics to ensure continued service across our footprint. We encourage customers to monitor tank levels and contact their local service center with any concerns so we can assist as quickly as possible.
We remain committed to keeping our customers warm, safe, and supported throughout the season.”
Carl Cook expressed another concern: “Then the bill as we were talking, you know, we got the bill last night and they want to be paid within six days, with a big bill of all that is. Well, how are you going to pay that in six days?” Their bill came to over $800.
Another neighbor mentioned having just enough propane to get by this weekend but may buy an electric space heater just in case. She hopes to receive her propane early next week. Suburban Propane stated that due to the cold weather, the demand for propane has increased significantly.
News10NBC’s Adelisa Badzic reached back out to Suburban Propane, to see if there was a deeper issue with deliveries, as in a change in service or management that had to do with the delays. The company replied saying “We want to make sure we do our due diligence. To do that, we are coordinating directly with our locally staffed Rochester-area office to better understand the situation.”
We will update you once we learn more.
UPDATE:
The company replied after our inquiry, and said they are not aware of any current issues with automatic delivery customers in Heron Falls, NY, at this time. Their full statement is below.
“We have reviewed your general inquiry, and we are not aware of any current issues with automatic delivery customers in Heron Falls, NY, at this time. Extended periods of extreme cold have driven peak propane demand across the region, and our teams are working extended hours, adjusting delivery schedules, and coordinating logistics to ensure a strong fuel supply and reliable service while keeping employees and customers safe. Our company has operated on the west side of Rochester since the 1920s with experienced leadership, and we remain fully committed to serving our customers safely, responsibly, and without interruption.”
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