AmeriGas Corporation - All Area Locations

We have been customers of Amerigas and the companies it has purchased for about 60 years and have never had such bad service as this summer. My wife called for a fillup of our propane tank when it was about 30% (June 26) and was told it would be filled the next time they were in the town, they would deliver. She called a week later (July 5) when no gas had been delivered. She was told it takes 3-5 business days, however it was well over a week since her previous call. She was told there would be a delivery the next day, Friday, July 6.

No gas delivery, so she called again on Friday night and no answer. She got online on the chat and the fellow said there was nothing he could do but would send an email to the Kingston office making them aware of the situation and requesting a delivery. Monday morning, July 9, she called again and was told there would be a delivery on July 10. No delivery again.

At about 3:30, she called the office and was told the driver was in the area and would contact her. No contact from driver. She called the office again and was told the driver was on his way back to the office. The call was then disconnected. She called the office back and got the recording and message said to hold for next available; held for about 15 minutes and was disconnected again.

We are about out of gas and cannot understand how a company can treat any customer like this. Can anyone help? There is no way to contact the company above the level of the office causing the problem.

Thank you for allowing us to report their terrible non-service.

Review: On 11/8/13 I called Amerigas and Spoke to [redacted] and we discussed a promotion they had going. He said that the price for propane would be $1.99 per gal. for 6 months with a signed contract. But in order to get it at that price we would have to agree to be on a route. I agreed and asked him to email an application. He also stated that by law a home safety inspection would have to be done before they would fill our tank. He emailed an application. I filled it out and faxed it back that same day. To my surprise we received a bill showing that they filled our tank on 11/14/13 without doing an inspection. The bill showed that the price per gal. was at the promotional rate of $1.99 so I assumed everything was in order. On 1/16/14 I went out to check the propane tank at this point we were still awaiting an inspection. The gauge showed the tank was at 20% so I called Amerigas and spoke to [redacted]. I asked her why our tank was so low since we were on a route and requested that they fill the tank ASAP. We didn't discuss price per gal. because it was already agreed upon. She said according to her records we were not on a route. I said we filled out an application to be on a route, I assumed we were. I told her we had the fax conf. showing you received it. She said she would have to go to the hard file and look for it. She said she would call back within 72 hours, she didn't. We left town on 1/23 and returned on 1/27 and received a phone message from Amerigas asking that we call them regarding the route. I called Amerigas that day and spoke to [redacted] again. I confirmed with him that we wanted to be on the route. The next day we received a bill that showed price per gal. at $3.75. I called and spoke to a woman I explained our agreement and said that the bill was incorrect. She told me that she would get back to me within 72 hrs, she didn't. I called again and [redacted] said she couldn't to anything she would give it to management. Days later they called and left a message that they would not settle.Desired Settlement: Correct the Billing to the agreed upon price per gallon of $1.99.

Business

Response:

Thank you for giving AmeriGas Propane, L.P. ("AmeriGas") an opportunity to respond to Mr. [redacted]'s complaint regarding the price he was charged for propane. A meri Gas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. [redacted]'s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

Mr. [redacted] is correct he did sign a contract in November 2013 placing him on a route and locking him in to a $1.99 per gallon price. Unfortunately, this contract was not applied correctly to Mr. [redacted]'s account which is what caused the overcharge. Upon receipt of this letter AmeriGas District Manager, [redacted], contacted Mr. [redacted] directly to explain what had happened and to extend the $1.99 per gallon price through August 2014 as a courtesy to Mr. [redacted] for all the confusion.

We apologize for any inconvenience this may have caused to Mr. [redacted]. In light of the foregoing, A men I Gas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me.

Sincerely,

[redacted]

Customer Advocacy Manager

Review: Coast Gas located at 2469 Valine Ave. Chico, CA 95928-7134.Was asked to come and fill my propane tank. They added 110 gallons and preceded to charge me $640.31. That is absured! It's' more than a $3. a gallon increase since the last time they billed me. I was not informed of this in spite of the clear wording in their phone book ad. They used to be a local company and were always fair. Now they have been purchased by Amerigas which is a known hostile company. Coast Gas has arbitrarily chosen to more then double their previous prices. I changed providers which charges $2.69 a gallon for propane. The Coast Gas tank is still sitting in my yard with all their propane in it. I have asked them to please pick it up and clear/cancel the bill.Their response to that is to send me a 30 day past due notice and a REVISED GENERAL TERMS AND CONDITIONS FOR SUPPLY OF PROPANE TO A RESIDENTIAL CUSTOMER which I clearly have never agreed to nor made any indication that was the case.I have tried numerous times to contact them by phone. They don't return my calls when I am lucky enough to have the machine answer. Otherwise there is no answer. I have asked them to pleas pick up their tank. I have not used any of their propane.Desired Settlement: I just want them to come and pick up my tank and stop billing me for their property.It has been disconnected for a month now. It is still sitting in my yard. I just want them to stop billing my for their property and remove it from my yard.I asked them in person to come and remove that tank. Their response was: "Sure when we can get around to it." I have called them again only to get voice mail for which there is an unlikely response.

Business

Response:

the tank has already been picked up

Business

Response:

the tank has already been picked up

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I was charged $216 for a propane delivery to my house that was never done.

I set up a new propane account with Amerigas in Placerville, Ca. Since I own my own home propane tank, this account was suppose to be a will call account to where I would call in and order a propane delivery when I determined that I was needing propane. After I set up this account, I spoke to the delivery driver and set up a future delivery date apronximatly a month later after the holidays. The driver told me that he would call me when he was in the area and set up a delivery with me. I was going to set this up when I was at home to be there. I had found out that my account already had a balance of $216 after I set up online account access via my home computer the 3rd week of December 2113. I questioned this balance because no propane delivery trucks had been to my house to deliver propane and amerigas didnt have my access code to my gate in front of my house to access my propane tank. When I called Amerigas today (1-6-14) I was told by [redacted] that it was a mistake and that it will take 4-6 weels to credit my credit card. This is unacceptable. Amerigas was never suppose to bill my credit card. They were suppose to bill me via the mail. I was told the credit card info that I was required to give them was to only establish my account.Desired Settlement: Have my credit card immediatly credited and inform customers more clearly on how they will be billed when a new account is opened up. They need to also have more accountable propane delivery and billing practices. People who dont receive propane deliveries, should never be billed for propane that they have never received. This is considered to be a fradulant business practice. Im curious how many other customers are charged for propane that they have never received and who don't know likewise if they had received the propane delivery.

Business

Response:

Thank you for giving AmeriGas Propane, LP ("AmeriGas") an opportunity to respond to Mr. [redacted]'s complaint regarding charges to his credit card. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. [redacted]'s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

Mr. [redacted]'s credit card was charged for $216.11 on December 14, 2013 for a delivery which never occurred. Mr. [redacted] is requesting the credit be charged back to his credit card, in order for AmeriGas to do so Mr. [redacted] needs to contact our Customer Payment Center at 866-243-5470. Refunds to credit cards cannot be done at the local office. We have offered to issue a refund check for the full amount as well or apply the credit to a delivery, both of which have been declined by Mr. [redacted].

We value our customers and apologize for any inconvenience to Mr. [redacted], once he calls the Customer Payment Center we can refund the credit to his credit card. In light of the foregoing, AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Amerigas was originally contacted when a charge for $216.11 was found on my online account. When I contacted them at that time, I was told that that was a mistake and that my account would be credited. When I checked the account 2 days later, the balance was zero. I assumed that that was the end of it. When checking my credit card statement several weeks later, I had found that Amerigas had taken that money from my credit card. They had no authorization to do that. When I originally set this account up, I was advised that I would be billed.

In the statement from Amerigas in this complaint, they state they gave me the option of receiving a refund check. That is an untrue statement. The only option given to me was a refund to my credit card that would take 4-6 weeks to occur. That is unacceptable. I have disputed this Amerigas charge with my credit card company.

Sincerely,

Review: In March 2014 my husband and I canceled our account with Coast Gas and went with a more affordable carrier. Coast Gas was notified at that time, and we requested they come pick up their propane tank. We left numerous messages requesting the tank be removed off our property. Coast Gas never returned any of our calls. On August 1, 2014 I was finally able to get through to [redacted] at Coast Gas. She informed me that we are on a list of tanks to pick up. I notified her that effective that day, 8/1/2014 I would be charging them $10/day storage. I felt I was being generous not billing them for the previous 5 months. A week or two later, [redacted] called my husband and verified our gate code to pick up the propane tank. However, it is now 9/4/2014 and the propane tank is still sitting on my property, and has become an eye sore. Nobody has bothered to contact us again. Today, per my conversation with [redacted], I am sending them a Storage bill for $310.00 I am also notifying them that after 90 days (beginning 8/1/2014) I can only assume the unit has been abandoned. This tank has sat on my property for 7 months and they have failed to come get it. Personally, I think they should owe us $10/per day effective March 2014!Desired Settlement: I would like Coast Gas to pick up their propane tank, and reimburse my husband and I the $10/per day storage rate effective 8/1/2014 ending the date it is removed. This tank has sat on my property for 7 months and they have failed to come get it. Personally, I think they should owe us $10/per day effective March 2014!

Review: On Oct 8th Coast Gas filled my leased residential propane tank - I have used the same propane service and leased the same tank for the past ten years. Coast Gas charged me $3.50 per gallon for propane. Propane is $2.50 per gallon, not $3.50I emailed Coast Gas for an explanation. They have not responded to my email. I called twice, once I left a message and the second time the call was picked up by the Gridley office. The Gridley office said the Chico office would call me back about the over charge for $3.50, they have never called. My wife called today, and again the Chico office did not answer the phone and the call was transferred to the Gridley office. They told her they have no record of our email or phone calls. This is the second time we spoke with someone at Coast without full resolution.After I did not hear from Coast Gas and I could not get anyone to answer the phone, I changed propane companies. The new company charged $2.50 a gallon to fill my propane tank.Desired Settlement: I want Coast Gas to accept $2.50 per gallon to settle the invoice and then remove my service account.Please help me find a mutually agreeable solution. Next I plan to contact my credit card company and report Coast Gas.

Business

Response:

Called customer and left a message saying that we are making an adjustment on the previous delivery down to $2.47/gallon.

Consumer

Response:

It is now resolved, we have paid them a fair price and but us and they are satisfied.

Review: After we bought our house with Coast Gas being the propane provider we noticed poor customer service and decided to switch to a different company. We had the understanding that the previous owner had paid for the propane left in the tank. When the new company came to switch tanks they transferred the remaining propane out of the old tank and into the new so it would be safer to move the tank. About a month later we received a phone call from Coast Gas informing us that the previous owner had been reimbursed for the left-over propane and we needed to pay for it and the person asked us to pay for it over the phone. We asked for an invoice to be sent to our house, not being comfortable with giving out credit card information over the phone with a person who called us with no way to confirm the correct company or where our payment would be going. The person from Coast Gas agreed to send us one (we gave them our correct mailing address at this time). We never received a bill, but got another phone call about a month later requesting over-the-phone payment. Again we requested a paper invoice be sent before we pay the bill. We offered to come to the local office but was told they would not be able to help us there. Still did not receive any bill in the mail. Received three more phone calls, one from the supposed "Owner" of the company, each time we were told we would get an invoice sent. We never received one and now have been sent to collections. The collection agency was finally able to produce an invoice to us via email (with several late fees attached). We feel we were being treated poorly since we are willing to pay a bill as long as we see what we are being charged for. I don't know many people who think it is smart to give credit card info over the phone with an unfamiliar company and no bill showing up in the mail!Desired Settlement: I am willing to pay for the initial amount of propane due, but I do not want to pay the three 36 dollar late fees we are being charged for. Also, I would like an appology from the company for their poor customer service and a matter that could have been delt with quickly if they were simply able to provide a bill as requested.

Business

Response:

Called customer and explain our billing process, we have removed the 3 late fees. New balance is $0

Review: I received a letter from a collection agency, on behalf of Coast Gas, for bills I had already paid. Shortly after my service with Coast Gas began in Oct 2013, I received an invoice for a bill I didn't owe. I called Coast Gas about it in Nov 2013. I was told by the billing dept that it was a mistake in the billing and not to "worry about it". However, I received at least one invoice per month for the next 5 months for the same charge, plus another charge for a delivery of propane I received in Dec 2013, that was paid for the day it was delivered. There were also substantial late fees added to these bills that I had already paid. I have the check numbers and the bank statements that prove these bills were paid the day that they were owed.When I received the notice from the collection agency in March, I called Coast Gas and spoke to the billing dept. I asked that person what exactly was turned into collections. She told me it was the bill for a delivery of propane I received in Feb '14. At that time, I didn't have my receipts with me. The amount shown on the collections notice was far more than any amount I've ever been charged for a delivery, so I asked her how much the Feb delivery was, and instead of looking it up to make sure she had the correct info, she lied and told me the same amount shown on the collection notice, including a late fee. I told her I had to look into it and call her back because nothing she was saying sounded accurate.I then gathered all of my invoices from Coast Gas, plus the tickets the driver prints and leaves when the propane is delivered, that all show that I was billed and penalized for 5 months for bills that I had already paid, and that the billing employee I spoke to didn't bother to take the time to be responsible enough to look up the bill she had turned me into collections for. I've tried several times to call her back, for weeks, and left several messages saying that I need to talk to billing about a major mistake on my acct. No one will answer or call me back.Desired Settlement: I want my acct removed from collections immediately. How dare Coast Gas's billing dept be so irresponsible with their CUSTOMER's credit. They need to address the obvious incompetence of their billing dept.I want my acct to reflect that I don't owe for the numerous charges and late fees they show.I've also had to devote a ridiculous amount of time trying to get a hold of this billing dept regarding THEIR mistakes, as well as time spent gathering the proof and I want a credit as compensation.

Business

Response:

contacted customer to try and resolve issue. Left a voicemail to recieve a call back. her account is being sent to be removed from the collection department

Business

Response:

The email was sent out yesterday May 1st. The account was cleared on April 30th but had to have an overnight turn around in the system.

Consumer

Response:

I am rejecting this response because:

I have not received an email from them at all. [redacted] claimed that an email verifying that my account has been cleared was sent out on May 1st. It certainly doesn't take 24 hours for an email to go through. However, it is possible to send attachments with these messages through the Revdex.com, so please include that verification with your response, [redacted].

Review: In February of 2014, I phoned and left a message that we no longer wanted to use Coast as our propane company. I also emailed the email address on their website and left the same information. I also asked that someone contact me. No one did. In April, one of their drivers came by to deliver propane. I explained to him that we no longer were using Coast Gas and asked that he relay this message to the company, as well as a request for someone to come and pick up the tank. Again, other than the talk with the driver, I never heard back from anyone at Coast Gas. After months of nothing from the company, I again sent an email on February 10, 2015, explaining that the tank had been sitting on my property, pretty much empty, and needed to be picked up. Weeks went by, until I received a bill for tank rental, from 3/01/14 to 2/28/15 for $94, plus tax. This sent off a few red flags. First, we have always paid in advance for our tank rental. Second, the fee charged is about twice the going rate in this area. Third, the tank has been empty and ready for pick up for months. I sent another letter to the Coast Gas Chico, CA address with my concerns, as well as another email. Again, I heard nothing back from them.So, at this time I am disputing their invoice of 3/31/15 for $101.45. I am also letting them know that the tank is and has been ready for pick up. If it is not removed within 30 days, I will consider it abandoned property.Desired Settlement: I have no way of knowing if Coast ever received my letters or emails regarding discontinuing their service. I believe that they did, but can not prove it. I do know that I spoke with one of their drivers in April of 2014 and after that, their attempts to deliver gas ceased. I would be willing to pay for the months of March and April of 2014, or $16.84. I would also like someone to come and pick up my empty tank. My understanding is that the removal is free.

Business

Response:

Called customer and explained that we attempted to pick up the tank back on 03/31/15, and there was a white pick up truck blocking the access, we will pick up the tank on 4/24/15, removed balance from account, customer was satisfied with resolution.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. However, the information they provided you is untrue. They never said anything about a white pickup truck blocking access. In fact, the email they sent to you was sent before they talked to me, so they were just making up the part about me being satisfied and explaining about the truck. Be that as it may, if they get the tank out on Friday, the 24th and agree that I owe them nothing, I am satisfied with that outcome.

Review: My propane was shut off on the wed the 2nd of April for lack of payment. I went to my local office the next day at 9 in the morning and payed the full amount to have my gas turned back on. I was told by the person at the front desk that they would submit a work order to have it turned on and that we would be contacted later in the day to set up a time to have service restored.I was not contacted until much later in the day, after I had left for work. By the time I was able to get in contact with the company they had just closed for the day and I was sent to the emergency line. After speaking to a staff member, I was told that they would need to contact the district manager to get permission to have the gas turned on and that they would call back shortly to let me know what they could do. I asked them to let the manager know that my husband has a major heart condition who is sensitive to changes in temperature as well as a small child in the home.When I was finally contacted again about the situation I was told that in order to have the services restored tonight that I would need to pay an additional fee of $150, or that I could wait until tomorrow to have service restored at no additional fee.I feel that the staff was rude on the phone while trying to resolve the issue, also if the account was paid off in the morning why did it take half a day for them to contact me to have service restored and why is the fee to have it turned back on so insane? Again the account was turned off for lack of payment. I understand that if you don't pay your bill it gets shut off. What I don't understand is how they were so quick to shut it off (it was turned off early in the morning). But it takes two days to have service restored once it is payed?Desired Settlement: Better service for my family and other customers that have been treated poorly. The account was payed and I am still a customer and deserve to be treated with dignity and respect. You don't know my situation so don't act like you do.

Business

Response:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to Ms.

[redacted] complaint regarding her account and customer service issues. AmeriGas takes any complaint by its

customers seriously. Therefore, upon receipt of Ms. [redacted]’s complaint, we investigated the allegations

contained therein and provide the following response based on our findings.

Ms. [redacted]’s account was in dunning level 7 which equates to 8 plus months without a payment.

We have record of only receiving one payment of $160.00 in May 2013. For one full year her account

remained past due. After repeated collection attempts by her local AmeriGas office and our outside

collection management group, her account was finally locked off on April 2, 2014 for non-payment.

AmeriGas’ typical lock off window is sixty (60) days after an account has not been brought current.

Ms. [redacted] visited her local AmeriGas office in Placerville on April 3, 2014 and paid $712.00. We

show in our system the payment was made at 12:48pm. When an account is locked off it can take up to

three (3) business days to unlock the tank. The customer or a person age 18 or over must be present to

allow the service technician to restore service and perform a leak check on the system. Service Manager,

Mike Weber, made multiple attempts to contact and schedule the tank unlock and leak check. Ms.

[redacted]’s account was fully restored on Aril 7, 2014, the third business day. Currently, Ms. [redacted] has a

credit balance of $29.56.

We value all of our customers and apologize for any inconvenience to Ms. [redacted]. We trust this

response addresses her concerns. If you have any questions or require further information, please feel free

to contact me.

Sincerely,

Customer Advocacy Manager

Review: I used Amerigas Propane services from November 19, 2013 until May 28, 2014. I was on a contract for $1.99 per gallon. My final invoice states that the January 27, 2014 delivery was 97.9 gallons at $3.949 per gallon with a total amount of $403.82 as a forecast order. The final amount due is $227.78. When I called to terminate service with Amerigas Propane I was told that the percentage of propane in the tank of 51% would not be credited to my account. This means that I have to pay for the 51% of gas in the tank and that a new tenant gets to use the propane with me paying for it. The new propane company I signed up with credited the homeowner with the propane in the tank and billed me for it. Amerigas Propane needs to revise their policies when an account is closed and credit the customer for the amount of propane he ordered.Desired Settlement: I demand that Amerigas Propane credit my account with the 51% of propane that is now in the tank. It is not fair to make me pay for propane I ordered and that a new tenant gets to use without paying for it. The tank is on the owner's property and he should be paying for the tank rental and any propane left in his tanks (which he will not do). Amerigas Propane needs to do the right thing and credit my account the 51% of propane that was delivered to me.

Business

Response:

Good Afternoon,

I am currently working on this complaint and will respond as soon as possible.

thanks,

Business

Response:

Thank you for giving AmeriGas Propane, L.P. ("AmeriGas") an opportunity to respond to [redacted]'s complaint regarding her account. AmeriGas take any complaint by its customers seriously. Therefore, upon receipt of Ms. [redacted]'s complaint, we investigated the allegations contained therein and provide the following response based on our finds.

On November 21,2013 Ms. [redacted] agreed to a locked in contract rate of $1.99 per gallon. Ms. [redacted] also enrolled in a $50.00 per month budget pay contract. On January 29,2014 a delivery of 97.9 gallons was made at a price of $3.95. On March 19,2014 the tank percentage was at 83% or 207 gallons and on May 28,2014 the tank percentage was at 51% or 127 gallons remaining in the tank. The total usage between January 29th and May 31st was 80 gallons and based on the usage Ms. [redacted] owes $159.20 and an additional $15.84 for an unpaid balance from her November 21,2013 delivery. The 80 gallons used by Ms. [redacted] between the months of January-May have not been paid for. We are asking Ms. [redacted] to pay for the gallons used, not the gallons delivered.

We value all of our customers both past and present and apologize for any inconvenience to Ms. [redacted]. In light of the foregoing, we reasonable consider this matter resolved. If you have any questions or requiring further information, please feel free to contact me.

Sincerely,

Customer Advocacy Manager

Consumer

Response:

I am rejecting this response because: Their response contradicts my contractual agreement amount of $1.99 per gallon. I was charged $3.95 per gallon which is clearly stated in their response. They did not honor the contract I signed with Amerigas and the total amount needs to be adjusted to $1.99 per gallon as originally agreed upon.

No monies will be paid to Amerigas until they make adjustments to my contractual agreement of $1.99 per gallon.

Business

Response:

Thank you for giving AmeriGas Propane, L.P. ("AmericGas") an opportunity to respond to [redacted]'s complaint again regarding her account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Ms. [redacted]'s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

Office Manager, [redacted] was able speak with Ms. [redacted] and resolve this matter. Ms. [redacted]a informed Ms. [redacted] she did receive a rate of $1.99 per gallon for her delivery. As a courtesy, Ms. [redacted]'s account balance of $175.04 has been removed.

We value all of our customers both past and present and apologize for any inconvenience to Ms. [redacted]. In light of the foregoing, we reasonable consider this matter resolved. If you have any questions or require further information, please feel free to contact me.

Sincerely,

Customer Advocacy Manager

Review: I have been a customer of pro-flame for over 4 years and in recent months I have noticed my bills and rates have been extremely high. Upon calling the company and asking what there rates were I found that on the 1st bill there were charging me $1.30 more a gallon then what there rates actually were. That added up to almost $187.00 more then I should have been paying. The rate listing on my bill was $4.19 per gallons when rates were actually only $2.89 per gallon; big difference! They blamed it on a computer error and sent me a new bill. Knowing that there computer made an error they should have sent out new bills to all there customers but they didn't. My grandmother payed for her bill at that rate because she just thought those were the rates. When I opened up my bill this last Friday February 14 2014 my bill was extremely high again. So I called and asked what the rates were and they were again less then what is listed on my bill. This time I was billed at $4.05 per gallon and the correct rate it only 3.59 per gallon. Not a computer error this time. The company asked if I would like a new bill sent out with the other rate on it and was very rude as if it is my fault they are over charging there customers. This company is knowingly collecting thousand of extra dollars from there customers! This is considered fraud. My concern within my community is for those who have not noticed the spiked rates. In a time where every penny counts accountability through our service providers is a necessity.Desired Settlement: I would like a statement made in the newspaper or somewhere that we can share this information with the community.

Business

Response:

Customer was charged incorrect price for propane . We corrected price and emailed an apology for the errors .

Business

Response:

Customer was charged incorrect price for propane . We corrected price and emailed an apology for the errors .