Propane Delivery Delays Leave Chesterfield Families Shivering Through Cold Snap

Dozens of households across the Richmond region are going without heat, hot water and cooking fuel as propane suppliers fall behind on deliveries during the coldest stretch of the year, according to reporting from CBS 6.

Residents of the Summer Lake neighborhood in Chesterfield County, along with people in other areas, say they have waited weeks or even months for refills from Suburban Propane and other providers. Many have been left to bundle up indoors as temperatures drop.

Glenda Hege and her husband, Don, have been waiting on a delivery since Dec. 23. Over more than five weeks, they watched the level in their tank fall steadily. "You're just watching every day, 4%, 3%, 2%. I'm at zero," Hege said. "We are held hostage here in Summer Lake."

Neighbors are in similar straits. Some have set thermostats to 60 degrees and wear coats and hats indoors to stretch what little fuel remains. "People are doing everything they can," Hege said, adding that residents cannot get Suburban to come and fill their tanks.

In a statement, Suburban Propane acknowledged the delays and pointed to a jump in demand. Nandini Sankara, the company's vice president of marketing and brand strategy and its spokesperson, said cold weather sharply increases propane use, especially during prolonged extreme temperatures. She said customers depend on the fuel for heating, hot water, cooking and backup power, and that demand across the region has stayed elevated.

"This winter has brought severe arctic conditions to many parts of the country," Sankara said, adding that the company's priority is the safety of its employees and customers and the reliable delivery of propane. The company said its crews are working extended hours and adjusting delivery schedules while maintaining a strong fuel supply. Sankara encouraged customers to monitor their tank levels and contact their local service center with concerns.

In the meantime, Summer Lake residents have looked out for one another. When the Heges finally received their delivery, the driver wanted to fill the tank completely. Hege asked for only a small amount so the rest could go to a neighbor, and she asked the driver to fill the tanks of anyone else who had run down to zero.

Homeowners in an emergency may have options they are unaware of. A bipartisan bill passed in 2023 allows any propane company to legally fill a customer's tank in an emergency, even if it is not the customer's regular provider. The law gives homeowners the right to seek emergency service from any licensed supplier when their usual company cannot meet demand.