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AmeriGas Propane LP

Natural Gas Companies, Gas - Propane, Gas - Propane - Equipment & Supplies

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AmeriGas Propane LP Reviews (1536)

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User Reviewer15708010 time Jan 13, 2020

June 3, 2014Dear [redacted] ***:Thank you for giving AmeriGas Propane, L.Pd/b/a [redacted] (“AmeriGas”) an opportunity to respond to [redacted] ’s complaint regarding billingUpon receipt of [redacted] ’s complaint, we investigated the allegations contained thereinWe have concluded our investigation and provide the following response[redacted] was billed for services through the first week of May at $per gallon [redacted] ’s landlord informed AmeriGas she is responsible for usage through April 30, District Manager, [redacted] rebilled [redacted] for usage through April 30, and reduced the rate to $per gallon [redacted] should receive a copy of the new invoice in the next week.We value our customers both past and present and apologize for any inconvenience we may have caused to [redacted] In light of the foregoing, AmeriGas reasonably considers this matter resolvedIf you have any questions or require further information, please feel free to contact me.Sincerely,

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User Reviewer15359495 time Jan 06, 2020

From: Revdex.com of Metro Washington DCDate: Thu, Mar 1, at 2:PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] .To: [redacted] < [redacted] >Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: Amerigas Customer Advocate < [redacted] >Date: Thu, Mar 1, at 2:PMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint # [redacted] .To: Revdex.com Dear Ms***, Our position has not changed on this matterThank you, Melissa F*AmeriGas Propane, LPCustomer Experience Specialist

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User Reviewer15379396 time Jan 06, 2020

On December 23rd my landlord paid $on my account as a Christmas gift to help me financially When I came home from work on the same day, I was out of gas My hot water and heat are fueled by propane gas On Wednesday, December 27th, I called to order the gas I let the lady that answered the call know that I had a $credit on my account She confirmed it I ordered gallons and she took my debit card information and charged the entire $to my account She informed me that I would have to wait days for the funds to be returned to my account In addition, it would be the following week before they would be able to deliver the gas I checked the 28th and 29th to see if by chance I had been placed on the listThat did NOT happen At this point, I and my family have been without heat and hot water through Christmas and now through New Years On January 2nd, I called Amerigas and spoke with another lady, Lynn She placed me on hold and then returned and said the

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User Reviewer15288795 time Jan 04, 2020

March 26, Dear ** [redacted] :Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to [redacted] ’s complaint regarding a tank removalAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of ** [redacted] ’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.AmeriGas attempted to remove the full tank from ** [redacted] ’s property but he would not allow our AmeriGas representative to drive on the propertyA disclaimer was then presented to ** [redacted] for signature, to allow AmeriGas to drive on the property to remove the tank, but ** [redacted] refused to signTo resolve this matter, the tank removal has been scheduled and it will be removed within a couple of weeks without ** [redacted] ’s signatureA refund for the gas in the tank will be issued when the tank is removedAmeriGas has issued a credit for all outstanding fees on the accountThe account currently has a zero (0) balance.We value our customers both past and present and apologize for any inconvenience we have caused to ** [redacted] In light of the foregoing, AmeriGas reasonably believes that this matter is on its way to being resolvedIf you have any questions or require further information, please feel free to contact me.Sincerely,

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User Reviewer15396913 time Jan 03, 2020

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I never asked to have a cost waived for emergency deliveryI simply asked to know when my propane would be deliveredAlso, I never asked for any coupons, $doesn't come close to cover the amount I am being gouged for propaneAmerigas unreasonable price:$ [redacted] gallons= $Fair market price is $1.99*gallons=$I am being over charged by $I reject this offer Regards, [redacted]

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User A. W. time Jan 03, 2020

This company has horrendous customer service and does not communicate what a customer should expect clearly We are new customers to Amerigas form purchasing a home We were set up for a safety check, and when the technician came out, he stated no fill was needed on our gas tank We are contracted for will call only, so the tank will only be filled when we request a serviceI found a bill on my door yesterday showing that someone from Amerigas, who I did not authorize to come to my property, came and filled our tank without us requesting a fill When I called Amerigas, I was told that they always fill a tank with a new customer, however, that was not communicated in any emails I received, phone calls I was on, nor in the paperwork I received from AmerigasI received emails with a rude tone after calling expressing concern for a service that I did not authorize or have knowledge of, and when I spoke to a supervisor, she stated, and I quote, "If we told our customers every little detail we would be on the phone forever" The fact that the supervisor was not sympathetic or understanding of the situation was so upsetting In fact, she tried to turn the situation around on me If you can help it, do NOT use this company They do not have their customers' best interest at heart

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User Reviewer15243837 time Jan 02, 2020

April 4, Dear [redacted] :Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to ** [redacted] ’s complaint regarding running out of propaneAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of ** [redacted] ’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.AmeriGas Distribution Manager Shelly [redacted] is working with **and *** [redacted] s directly to solve their problem about constantly running out of propaneShe has offered them a couple of different solutions and as of April 3, they are still deciding what the best option will be** [redacted] s indicated to ** [redacted] that he would like time to discuss the various choices with his wife** [redacted] agreed and will follwith **and *** [redacted] s early next week to see if they have reached a decision.We value all of our customers and our sorry for any inconvenience we may have caused to **and *** [redacted] sIt is our goal to work with them to come up with the best solution possible to avoid this situation from occurring againAlthough this complaint has not been solved in its entirety we do believe we are on our way to finding a mutually acceptable resolutionIf you have any questions or require further information, please feel free to contact me.Sincerely,

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User Reviewer15375181 time Jan 02, 2020

May 6, Dear [redacted] ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to [redacted] ’s complaint regarding a tank removalUpon receipt of ** [redacted] ’s complaint, we investigated the allegations contained thereinWe have concluded our investigation and provide the following response.On April 24, the tank was removed from ** [redacted] ’s property.We apologize for any inconvenience ** [redacted] may have experienced and trust that this response addresses his concernsIn light of the foregoing, AmeriGas reasonably considers this matter resolvedIf you have any questions or require further information, please feel free to contact me.Sincerely,

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User Reviewer15579266 time Jan 02, 2020

From: Amerigas Customer Advocate< [redacted] >Date: Mon, Jan 22, at 1:PMSubject: Thank you for giving AmeriGas Propane, L.P, d/b/a Heritage Propane (“AmeriGas”) an opportunity to respond to [redacted] ’s complaint regarding tank removal AmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of her complaint, we investigated the allegations contained therein and provide the following response based on our findingsThe original request for tank removal was not made by the account owner, but rather her daughterWe advised that we could not fulfill this request unless it was directly from the account holder or she provides us proof that she is the power of attorneyMs [redacted] then came into the office in November to provide proof of identity and requested the tank to be removedThe tank was removed on January 11, We value our customers both past and present and apologize for any inconvenience to Ms [redacted] If you have any questions or require further information, please feel free to contact meSincerely, Melissa F*AmeriGas Propane, LPCustomer Experience Specialist [redacted]

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User Reviewer15661492 time Jan 02, 2020

Good Afternoon, I would like to re-open claim # [redacted] against Amerigas, you basically have all information other than them agreeing to have no charges after our services changed In this letter you will see copies of bills which I was told by a man with a speech impediment I believe in late August of I would pay nothing after tank was removed Thank- you Heather Ortiz for your help with this situation and looking forward from Revdex.com with this problemTo Resolve: Tell Amerigas I will NOT PAY!!! Thank-you Thomas M [redacted]

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User Reviewer15363945 time Jan 01, 2020

I opened an account with Bi-State Propane (local branch of Amerigas) because their tank was set on a piece of property I recently purchasedI immediately noticed that the customer service was lacking by the phone communications that I had with themI placed an order for fuel delivery, for which they immediately charged my card and was told they would be out in the next few daysAfter days, days I called to inquire when the fuel delivery would arrive and was rudely told that they had days to deliverAfter thinking it over, I called them back to cancel the delivery and get refundedI was transferred to the Office Manager whom explained that they couldn't simply refund my card, I had to wait for a check from Corporate, which would take to business daysI called another company who quickly provided a new tank and fuel delivery and also sent Bi-State a service cancelation notice After waiting weeks with no check, I called Bi-State and again spoke with the Office Manag

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User Reviewer15185618 time Jan 01, 2020

January 15, 2018Dear [redacted] ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas'') the opportunity to respond to the above-referenced complaintIn his complaint, [redacted] expresses concern over an increase in AmeriGas pricingWe take complaints from our customers very seriouslyAt the outset, please know that this matter has been resolved to [redacted] ' satisfactionBy way of background, [redacted] opted into a fixed price agreement on September 1, that would last until August 31, A copy of this agreement is enclosed for your reference [redacted] agreed to purchase 10,gallons of propane for a fixed price of $per gallon for the duration of the agreement[redacted] expresses concern with regard to the price per gallon of his delivery on December 11, for which he paid $per gallon, which was after his fixed pricing agreement had expiredAfter the expiration of his agreement, [redacted] became a market-based customer and was to pay a price per gallon set by the company on the date of deliveryThis resulted in the increase in price per gallon for his delivery in December of As a courtesy to him, AmeriGas has rebilled his last delivery from $to $a gallon.In addressing [redacted] ' concern that other propane companies offer lower pricing, it is a common practice in the propane industry to offer “first fill” or very attractive introductory pricing to new customers that is at or below market rates as a vehicle to attract new businessThis "first fill” pricing is markedly different from a competitor's market-based pricingWith regard to the various prices propane users in the area are paying for propane, we do not know if these customers are receiving gas at a locked in price, at a first fill price, are members of a buying group, or are under some other pricing program that many propane companies offerThus, simply comparing one price offered by a competitor againstAmeriGas strives to be the best propane company in the countryAs such, we seek to differentiate ourselves from our competitors by providing our customers with numerous additional services beyond the simple delivery of propaneThese services include: a driver and service technician on call hours per day at our District Office, a 24-hour emergency call center, an extensive safety department which provides safety training year round to our employees, and online customer account accessProviding these services to our customers means that sometimes? our prices may be higher than our competitors who do not offer the same high quality of customer service.Upon receipt of [redacted] ' complaint, his local district office contacted him to discuss pricing optionsThe customer agreed to enter into a new contract where the price he would pay would be AmeriGas' local Area Index plus $per gallon of gas and any applicable taxes and feesAmeriGas' local Area Index is a floating rate that is determined each day based upon a blended average of AmeriGas's total propane costs for that geographic region and the supply points in which the District that serves [redacted] is locatedThis contract will conclude on December 31, We believe [redacted] to be satisfied with the steps taken to resolve his concerns, and consider this matter closed.We value our customers and apologize for any inconvenience to [redacted] If you have any questions or require further information, please feel free to contact me.Sincerely,Jill DCustomer Advocacy Manager

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User Reviewer15214079 time Dec 31, 2019

Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond [redacted] ’s complaint regarding tank removalAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of her complaint, we investigated the allegations contained therein and provide the following response based on our findings.We removed our tank from Ms [redacted] ’s property on June 21, We apologize for not doing so sooner and as such have waived all of our standard removal feesMs [redacted] can expect to receive her refund in the amount of $within the next couple of weeks.We value all of our customers both past and present and trust this response addresses Ms [redacted] ’s concernsIn light of the foregoing, AmeriGas reasonably considers this matter resolvedIf you have any questions or require further information, please feel free to contact me.Sincerely,Michele O’***Michele O’ [redacted] Customer Advocacy SpecialistCc: Jeff S [redacted] , Area DirectorDennis S [redacted] , District Manager

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User Reviewer15318895 time Dec 31, 2019

September 24, Dear [redacted] ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond again to [redacted] ***’s complaint regarding his accountAmeriGas takes any complaint we receive seriouslyTherefore, upon receipt of [redacted] ***’s complaint, we investigated the allegations contained therein and provide the following response based on our findingsOn September 12, 2014, in good faith AmeriGas issued a refund to [redacted] for $We reversed one $late fee and the $service labor feeAmeriGas reasonably considers this matter closedIf you have any questions or require further information please feel free to contact me.Sincerely,Jill D Customer Advocacy Manager

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User Reviewer15188189 time Dec 31, 2019

April 23, 2014Dear ** [redacted] :Thank you for giving AmeriGas Propane, L.P(“AmeriGas) an opportunity to respond to [redacted] ’s complaint again regarding her accountAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of ** [redacted] complaint, we investigated the allegations contained therein and provide the following response based on our findings.It has been determined when ** [redacted] ’s contract for her fixed price and monthly Budget Payment was entered in the system, there was a system issue causing her deliveries to be charged at the market rate and was not generating invoices correctlyHer fixed price and Budget Payment contract has been corrected and going forward she will be charged $per gallon for the rest of the contract termDistrict Manager, [redacted] has issued credits for price adjustments for the deliveries made at the incorrect priceRecently, ** [redacted] received past due notices in the mail, she can disregard them and resume her monthly budget payment amount of $** [redacted] ’s next Budget Payment is due on May 31, 2014.We value our customers and apologize for any inconvenience to ** [redacted] In light of the foregoing, we reasonably consider this matter resolvedWe appreciate ** [redacted] ’s business and look forward to continuing to provide her with serviceIf you have any questions or require further information, please feel free to contact me.Sincerely, Revdex.com of Metro Washington DC Apr (days ago) to me ---------- Forwarded message ---------- From: Amerigas Customer Advocate Date: Wed, Apr 23, at 3:PM Subject: [redacted] # [redacted] To: "[email protected]" Cc: "Carlson, [redacted] S." , "Maiolini, Roger" ** [redacted] , Please accept the attached letter as our official response to [redacted] ’s complaintPlease do not hesitate to contact us should you need any more information Respectfully, Jill Donohue Driving Customer Service Every Day Customer Advocacy Manager CT 2014-4-Revdex.com ( [redacted] Rebuttal).pdf

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User Reviewer15304652 time Dec 30, 2019

Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) the opportunity to respond? to the above-referenced complaint, wherein Mrs [redacted] expresses concern over her billingWe? take complaints from our customers very seriouslyAt the outset, please know that we have? spoken to Mrs [redacted] since the filing of Mr***’s complaint and understand that she is? pleased with AmeriGas’ service and the steps taken to address their concerns.? As a threshold matter, AmeriGas denies that it is engaging in price gougingWe? understand and appreciate that some of our customers may not be aware of how their propane is? priced and therefore may suspect our prices are too highWith respect to specific allegations in? Mr***’s complaint, we conducted a review of his account and provide the following? response.? By way of background, Mr [redacted] is not participating in any of our Guaranteed Price? Protection (GPP) programs which allow a customer to lock in their propane at a specific price or? enter into a budget pay agreementAs such, Mr [redacted] is considered a market based customer? and pays a price per gallon set by the company on the date of deliveryAs is common in the? propane industry market based pricing is generally based upon volume and is broken down by? tiers, i.e., customers are placed in tiers based on their annual usage volumeGenerally, the? higher the customer volume, the lower their price per gallon will beThis is because customers? who use very little propane on a yearly basis have a higher cost of delivery.? Mr***’s last delivery was for gallons during which he was charged the correct? price per gallon of $On August 7, AmeriGas reviewed the GPP programs with Mrs.? [redacted] and we offered her the option to pre-purchase propane or to join any of the existing GPP? plansMrs [redacted] refused the offers.? Additionally, Mr [redacted] expressed that he contacted the City of Clearwater and was? offered a rate of $per gallon for the first yearIn addressing Mr***’s concern that other? propane companies offer lower pricing, it is a common practice in the propane industry to offer? “first fill” or very attractive introductory pricing to new customers that is at or below market? [redacted] ***, Valley Forge, PA ###-###-####? rates as a vehicle to attract new businessThis “first fill” pricing is markedly different from a? competitor’s market-based pricingWith regard to the various prices propane users in? the area are paying for propane, we do not know if these customers are receiving gas at a locked? in price, at a first fill price, are members of a buying group, or are under some other pricing? program that many propane companies offerThus, simply comparing one price offered by a? competitor against AmeriGas’ price is not evidence that AmeriGas is overcharging its customers.? AmeriGas strives to be the best propane company in the countryAs such, we seek to? differentiate ourselves from our competitors by providing our customers with numerous? additional services beyond the simple delivery of propaneThese services include: a driver and? service technician on call hours per day at our District Office, a 24-hour emergency call? center, an extensive safety department which provides safety training year round to our? employees, and online customer account accessProviding these services to our customers? means that sometimes our prices may be higher than our competitors who do not offer the same? high quality of customer service.? After speaking with Mrs [redacted] on August 22, to explain our pricing and to hear? her concerns, we offered to send a new bill for the last delivery and price match that delivery to? the City of Clearwater’s rate of $per gallonAt this time, AmeriGas also offered Mrs.? [redacted] a floating price contract that matches the City of Clearwater’s rate and to revisit the GPP? plans next summerMrs [redacted] agreed to review the offered contract and to contact AmeriGas? with how she would like to proccedAdditionally, we offered to conduct a thorough check of? the tank and system she is utilizing to assure it remains in proper conditionIf Mror Mrs***? would like further explanation of their usage, they can contact Clearwater AmeriGas District? Manager, Gary B***, at: ###-###-####.? I trust that this letter adequately responds to the issues raised in the above referenced? complaintIn light of the foregoing, AmeriGas reasonably considers this matter resolvedIf you? have any questions or require further information, please feel free to contact me.? Sincerely,? Jill D [redacted] ? Jill D [redacted] ? Customer Advocacy Manager? ? Jill D [redacted] ? | Customer Advocacy Manager |? AmeriGas? |? (? ###-###-####

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User Reviewer15335356 time Dec 26, 2019

Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to *** [redacted] ’s complaint regarding her accountAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of her complaint, we investigated the allegations contained therein and provide the following response based on our findingsIn addition to receiving this letter Ms [redacted] also contacted her local office directlyMs [redacted] spoke with AmeriGas District Manager Michael Vandevander on March 30, and he had a service technician out to restore her service that dayIn addition he also told Ms [redacted] he would investigate why she received the delivery in the first placeMrV [redacted] has begun the process of removing all of the late fees and told her he was looking in to putting these back on her credit cardWe value our customers and are sorry for any inconvenience caused to Ms [redacted] In light of the foregoing, AmeriGas reasonably considers this matter in the process of being resolvedIf you have any questions or require further information, please feel free to contact meSincerely, Michele O’*** Michele O’*** Customer Advocacy Specialist

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User Reviewer15649959 time Dec 25, 2019

May 30, Dear [redacted] ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to [redacted] ***’s complaint regarding a tank pick and refundAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of ***’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.We apologize for the delay in picking up the tank from ***’s propertyWe had experienced a challenge of retrieving the tank due to the wet groundWe were able to safely pick up the tank and a refund of $was issued and mailed to ***.We value our customers both past and present and apologize for any inconvenience caused to ***In light of the foregoing, AmeriGas reasonably considers this matter resolvedIf you have any questions or require further information, please feel free to contact me.Sincerely,

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User Reviewer15242065 time Dec 24, 2019

*** [redacted] Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to *** [redacted] complaint regarding concerns with his accountAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of his complaint, we investigated the allegations contained therein and provide the following response based on our findings.It is unfortunate [redacted] was not notified by his HOA that AmeriGas was not awarded the bid for his community and for this, we apologizeIn some cases, homeowners in his community did contact AmeriGas for their own price contract[redacted] asserts he ran out of propane on January 1, 2018, for which we apologizeDue to sustained, somewhat unexpected, colder than weather patterns experienced in many parts of the country, specifically in the Northeast, the propane industry had experienced logistical challengesDelivering propane safely to ensure all of our customers are able to heat their homes is our number one priorityRegrettably, [redacted] ’s usage was higher than projected, coupled with unanticipated delivery requests, resulted in a one-day delay in delivering to himAmeriGas delivered gallons to [redacted] on January 2, As a courtesy, a $coupon was applied to [redacted] ’s account.Since filing this complaint, [redacted] has changed propane providersWe removed our tank on March 1, and he was not charged our standard service dispatch fee for the removalThe balance on the account is $and it due immediately.We value our customers both past and present and apologize for any inconvenience to [redacted] If you have any questions or require further information, please feel free to contact me.Sincerely,Jill R***Jill R [redacted] Customer Advocacy Manager

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User Reviewer15353637 time Dec 23, 2019

Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to Ms [redacted] ’ s complaint regarding the price she was chargedAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of Ms [redacted] ’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.Ms [redacted] is correct she was charged our current market rate for her orderMs [redacted] has chosen not to have a contract with us locking her in at a guaranteed priceTherefore, whenever she receives a delivery she is charged the going market priceIn regards to AmeriGas charging fees for disconnect, pump out and removal, Ms [redacted] is correct we do charge these standard industry fees, all of which are explained in our Terms and ConditionsA copy of our Terms and Conditions is given to all of our customers when they sifor our services and are also available at our local district offices and on our websiteSince receiving this letter AmeriGas District Manager John V [redacted] has tried to reach out to Ms [redacted] directly regarding this matter but unfortunately he was not able to speak with herShould Ms [redacted] have any further questions she can contact our local district office at ###-###-####.We value Ms [redacted] ’s business and trust this response addresses her concernsIn light of the foregoing, we reasonably consider this matter resolvedIf you have any questions or require further information, please feel free to contact me.Sincerely,Michele O [redacted] Michele O [redacted] Customer AdvocateCc: Dave B [redacted] , Area DirectorJohn V [redacted] , District Manager

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Category: Natural Gas Companies, Gas - Propane, Gas - Propane - Equipment & Supplies

Address: INTERSECTION #134 & 149, KARNACK, TX, 75661

Phone:

2567663535
(256) 766-3535
18002637442
18004342323
18004274968

Website: http://www.tricitiesgas.com

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