AmeriGas Propane LP

From: Amerigas Customer Advocate < [redacted] >Date: Mon, Apr 20, at 10:AMSubject: [redacted] - Revdex.com Complaint # [redacted] To: " [redacted] " < [redacted] >Cc: "R***, Barry" , "E [redacted] , Kelly" Dear Ms***, Please accept the attached letter as our official response to [redacted] ***’s complaint If you need any further assistance please do not hesitate to contact us Thank you, Haven D [redacted] AmeriGas Field Service Center Customer Advocacy Department ###-###-#### Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted] ***’s complaint regarding his accountAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of Mr***’s complaint, we investigated the allegations contained therein and provide the following response based on our findingsOn January 30, a delivery of gallons at a price per gallon of $was made to Mr***’s propertyThe total for this delivery was $On February 20, a payment of $was received, leaving Mr***’s account with a remaining balance of $On April 1, a late fee of $was added, bringing Mr***’s balance to $We are willing to remove Mr***’s late fee of $if pays the $owed for his last deliveryWe apologize again for any inconvenience caused to Mr [redacted] and trust 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 meSincerely, Haven RD*** Haven D*** Customer Advocacy Department Cc: Kelly E [redacted] , Area Director Barry R***, District Manager [redacted] ***, Valley Forge, PA, – Tel###-###-####

October 17, Dear [redacted] ***: Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to [redacted] ’s complaint regarding the price he was charged for a deliveryAmeriGas 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 findingsDistrict Manager, Don P [redacted] was able to speak with [redacted] to resolve this matterMrP [redacted] corrected [redacted] ’s price per gallon to $and apologized for the mistakeWe value our customers and apologize for any inconvenience we may have caused [redacted] In light of the foregoing, AmeriGas reasonably believes that this matter has been resolvedIf you have any questions or require further information, please feel free to contact meSincerely,Jill D Customer Advocacy Manager

I am very disappointed with Amerigas When my landlord found a better deal with a different propane company, nearly $less per gallon, Amerigas charged me $to pick up the tanks The tanks were there when I moved in And I had lived there for nearly years by the time we made the change Then they reimbursed me $less a gallon for the propane that I paid for but did not use They were charging nearly $more per gallon then the state average at the time When we tried to address it with them they made promises and never followed through We tried a few times Then they lied to my boyfriend when he tried to help me work it out with them I will never do business with them again We tried to give them a chance to work it out with us By the way, I am a single mom, I work full-time, and I have four children

From: Amerigas Customer Advocate< [redacted] >Date: Wed, Feb 8, at 12:PMSubject: RE: Revdex.com Complaint - [redacted] To: " [redacted] " < [redacted] >We are unable to locate an account with the information providedPlease request the consumer provide his account number or service addressThank you, Tracie R [redacted] Customer Advocacy Specialist###-###-#### [redacted]

November 7, Dear [redacted] ***: Thank you for giving AmeriGas Propane, L.Pd/b/a [redacted] Propane (“AmeriGas”) an opportunity to respond to [redacted] ’s complaint regarding a delivery he has yet to receiveAmeriGas 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 [redacted] ’s propane was delivered on October 31, [redacted] is correct he did place his order on October 10th and we do apologize for the delay in the deliveryWe value all of our customers and are sorry for any inconvenience we may have causedIn light of the foregoing, we reasonably consider this matter resolvedIf you have any questions or require further information, please feel free to contact meSincerely, Jill D Customer Advocacy Manager

We are currently researching this complaintWe will respond as soon as our research concludes Thank you, Jill D [redacted]

March 23, Dear [redacted] ***:Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted] ’s complaint regarding billing to her accountAmeriGas 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.Upon receiving this letter AmeriGas District Manager Lisa F [redacted] did a thorough investigation into [redacted] ’s account and discovered everything was correctly billedThe apartment complex where [redacted] resides, Village of [redacted] , refused to repair the broken metersA list of over fifty (50) plus broken meters were presented to them during a meeting with Area Director, [redacted] & Former Operations Vice President, [redacted] ***Village of [redacted] agreed those meters should be billed as estimated until repaired or replaced[redacted] did not pay her December invoice of $until February 14, During this time, her January 31, invoice for $and her invoice from February 7, for $billed outThe tenants of the complex were sent an apology letter for the close billing of the January and February invoice and issued a credit of $70.00.The Village of [redacted] was on a floating community price and cost per unit, so [redacted] ’s account was priced accordinglyIf [redacted] is willing to pay her balance in full, MsF [redacted] will remove the three (3) late fees ($each) and close the accountCurrently, [redacted] ’s account balance is $632.19.We value all of our customers both past and present and trust this response addresses [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 meSincerely, Jill D Customer Advocacy Manager

August 4, 2014Dear [redacted] Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to [redacted] ’s complaint regarding an over-delivery, AmeriCas 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 findings.AmeriGas did over deliver to [redacted] in January Due to weather conditions we were forced to wait until the weather was nicer to pump out the gallonsWe attempted to pump out the overages on June 12, but unfortunately where [redacted] 's tank is located our access is limited and we did not want to damage his lawn and create ruts in the grass, the delivery driver felt the ground was too softIn good faith, we reversed three (3) late fees from [redacted] ’s account totaling $In addition, a credit was put on his account for the gallonsEnclosed is a copy of the Debit Memo issued to [redacted] ’s account for the gallons in the amount of $His account currently has a zero (0) balanceWe value our customers and apologize for any inconvenience we have caused to [redacted] In 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, Jill D [redacted] Customer Advocacy Manager

February 24, 2015Dear [redacted] ***: Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to [redacted] ’s complaint regarding 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 findingsSince filing this complaint [redacted] has spoken to AmeriGas District Manager Michael T [redacted] directly regarding his account issuesMrT [redacted] went through the account step by step to explain every charge and he also issued a credit for the period of time which we failed to perform the appropriate meter reads [redacted] indicated he was pleased with this resolution and with the information MrT [redacted] provided himWe value our customers and our happy we could retain [redacted] ’s businessIn light of the foregoing, we reasonably consider this matter resolvedSincerely, Michele O Customer Advocate

*** [redacted] *** [redacted] *** [redacted] *** [redacted] Thank you the problem has been resolve [redacted]

Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) the opportunity to respond to Ms [redacted] ’s complaint regarding her tankAmeriGas takes all complaints from 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 filing her complaint Ms [redacted] also contacted her local district office regarding her concernsMs [redacted] spoke to the local account manager who was responsible for creating her accountHe assured her the tank was leak free in January, as he assisted with the installation processIn addition, the office dispatched a service technician to inspect for current leaks, but none were detectedThey also discussed the various responsibilities that go along with her owning her own tank and he offered to work with her on any future upgrades neededWe value all of our customers 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 meSincerely, Michele O’*** Michele O’*** Customer Advocacy Specialist

From: Revdex.com of Metro Washington DC < [redacted] >Date: Wed, Mar 25, at 4:PMSubject: Fwd: [redacted] To: [redacted] ---------- Forwarded message ----------From: Amerigas Customer Advocate < [redacted] >Date: Wed, Mar 25, at 4:PMSubject: [redacted] To: " [redacted] " < [redacted] >Cc: [redacted] Attached is our official response to [redacted] complaintPlease contact us directly should you require anything further Thank you, Jill D [redacted] Jill D [redacted] Driving Customer Delight Every Day Customer Advocacy Manager Office: ###-###-####

In February 2017, we were renting a home with a pool that was heated with propane. AmeriGas owned the tank I had them do a safety inspection and add propane. I paid in full, and told the Customer Service agent that I did NOT want to start an account, because it was a rental and we would be moving in the fall. On 2/13/18, I received a bill from AmeriGas for $350.99 for filling that propane tank on 2/6/18. We immediately called and explained that we were no longer at that address, but mail to me was being forwarded to our current address. We were told that the tank would be locked so it could not be used, and I would not receive another bill. On 2/24, we received another bill from AmeriGas, indicating that they had added more propane to that tank. Obviously, no lock had been applied. An email to the company was answered by Patrick, who said, “Thank you for contacting AmeriGas Customer Care. I’m so sorry to hear about your experience and hearing that someone has ordered propane o

[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, while the tank has finally been removed, the business response did not address the storage fees and aggravation and stress I've had to endure over the last plus yearsThis is the second complaint I've had to file with the Revdex.com over this issues(Complaint # [redacted] on 02/09/13) to finally get some results from AmerigasAdditionally, I don't feel the company has dealt fairly with me when verbally discussing this with their customer service department or with their responses to the Revdex.comOn Friday 12/05/14, when I received another invoice this year I spoke with Lillian from customer service at 7:PMShe stated the District Manager for the Stroudsburg office would be contacting me within to business daysAt the end of the 3rd business day I filed the Revdex.com complaint we are addressing nowOn 12/12/@ 4:PM I again called the customer service department since I still was not contacted by the District Manager and I spoke with PattyShe said she would contact me with the Stroudsburg office and I told her I only wanted to speak to the District Manager and no one elseWhen she returned she stated Candi was the District Manager and she would take my callI expressed my frustration to Candi and she apologized stating my information had come from a closed office and it had been missedI told her I don't know how it could have been lost as we go through this every year and I still have the voice message saved on my answering machine from last year stating they were going to be picking up the tank that weekI asked her why I was told the District Manger would be calling me in to business days and she had not contacted meAt that point she stated she was not the District Manager but the manager at StroudsburgI asked her why I was told by Patty she was the District Manager and Candi stated "she was lead to believe I was the District Manger"I told her I didn't want to speak to her but the District Manager and she said she would have him call me MondayOn Tuesday 12/16/I received a voice mail from "Bob", at Amerigas, in StroudsburgI returned his call and left a messageBob had not returned my call by Friday so I called again and spoke with himHe stated my complaint was elevated to the "Corporate Level" and I would be contacted by someone from corporate to discuss the issueNo-one has contacted me to date from their corporate office but the response replied to the Revdex.com is they consider the issue resolvedI feel the above show the company is not dealing honestly with me or their responses to the Revdex.com and I think they need to address the storage fees I would like to be compensated for the tank being stored on my property for the last plus years, and the aggravation and stress I have had to endure over this issue Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

From: [redacted] < [redacted] >Date: Thu, Apr 16, at 10:AMSubject: [redacted] To: " [redacted] ( [redacted] )" < [redacted] > Ms***, This complaint was also responded to via the Revdex.com of Northern Indiana on October 28, Please see attached Thank you, Jill D [redacted] Driving Customer Delight Every Day Customer Advocacy Manager Office: ###-###-#### October 28, Via Email ( [redacted] ) Revdex.com of Northern Indiana Attn: Ms [redacted] Parnell Avenue Fort Wayne, IN Re: [redacted] , Complaint # [redacted] Dear Ms [redacted] : Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to Ms [redacted] ’ complaint regarding a tank she needs removed from her propertyAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of Ms [redacted] ’ complaint, we investigated the allegations contained therein and provide the following response based on our findingsMs [redacted] ’s is correct she did make several requests to have her tank removedUnfortunately, we were delayed in fulfilling her request but on October 24, the tank was successfully removed from her propertyWe value our customers both past and present and apologize for any inconvenience we have caused to Ms [redacted] If you have any questions or require further information, please feel free to contact meSincerely, Jill D [redacted] Jill D [redacted] Customer Advocacy Manager Cc: Aaron T [redacted] , District Manager Dave B [redacted] , Area Director PO Box 965, Valley Forge, PA, – Tel###-###-####

We had Amerigas back in 2010-for our homes propane needs While we were a customer things were ok but when the house sold and we moved things got difficult We notified the local office which handled our account in Cortland, Ohio and let them know that we were moving and they needed to come and reclaim unused propane and get their tanks I called once or twice a week for almost months before we were issued a refund check From there I thought everything was taken care of but we just received a bill for $for tank rental from 9/1/2014-8/31/a full years after we notified them to pick up the tanks I called the corporate head office and was notified that the tanks were never recovered The Cortland Ohio branch is a nightmare to deal with and I would highly recommended going with someone else for your gas needs

July 30, Dear [redacted] ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to [redacted] ***’ 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 July 23, the tank was removed from [redacted] ***’ propertyWe do apologize for the delay in the removal of the tank.We value our customers both past and present and trust this response addresses [redacted] ***’concernsIn light of the foregoing, AmeriGas reasonably believes that this matter has been resolvedIf you have any questions or require further information, please feel free to contact me.Sincerely,Jill D [redacted] Customer Advocacy Manager

May 28, 2015Dear [redacted] *** Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted] ***’s complaint regarding a tank removal and refundTherefore, upon receipt of [redacted] ***s’ complaint, we investigated the allegations contained therein and provide the following response based on our findings [redacted] ***s’ tank has been removed and on May 21, a refund of $1,was issued [redacted] ***s should allow a couple of weeks for the refund to arrive [redacted] ***s account has also been final billed with a zero (0) balance.We value our customers both past and present and trust this response addresses [redacted] ***s concernsIn light of the foregoing, we reasonably consider this matter resolvedIf you have any questions or require further information, please feel free to contact meSincerely, Haven DCustomer Advocacy Department

December 7, 2017Dear [redacted] ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to [redacted] ***’s complaint regarding pricingAmeriGas 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. A review of our records show, [redacted] was not participating in any of our guaranteed price programs which allow our customers to lock in pricing and as such, she was considered a market-based customer meaning the price per gallon was set on the date of deliveryThe district manager, Candy B***, offered a concession of $and [redacted] did accept.Since filing this complaint, [redacted] has decided to terminate our serviceShe will call when the tanks are empty so we can pick them up. 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,Melissa FCustomer Experience Specialist