AmeriGas Propane LP

September 12, Dear [redacted] ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to [redacted] ***’s complaint regarding a collection notice she receivedUpon receipt of this complaint, we investigated the allegations contained thereinWe have concluded our investigation and provide the following response[redacted] is correct she did call our company to inquire about prices but we never delivered her a tankWe did however open an account for her at the time of her call so to lock her in at the price we quotedWhen this fee was not paid it began to accrue late charges, which is why she received the collections callAll of these fees were removed and the account was closed in August.We apologize for the misunderstanding and let this letter serve as confirmation that no derogatory credit information has been reported to any credit bureau or credit reporting agencyIn 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 DCustomer Advocacy Manager

March 19, Dear ** [redacted] : Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to ** [redacted] ’s complaint regarding running out of gasAmeriGas takes any complaint by its customers seriously and upon receipt of ** [redacted] ’s complaint, we investigated the allegations contained therein and provide the following response based on our findings A recent review of ** [redacted] ’s account indicates that he is a forecast customerAs a forecast customer, delivery tickets are automatically generated based on a number of factors, such as degree days and the customer’s annual usage, resulting in the scheduling of an automatic propane deliveryUnfortunately, we were unable to get a delivery to ** [redacted] prior to February 28, due to an increase in customer demand and he ran out of gasHowever, ** [redacted] did receive a delivery the same day he ran out of gas (February 28th) We value our customers and sincerely apologize for any inconvenience we have caused to ** [redacted] As a courtesy, AmeriGas issued a $coupon to ** [redacted] which was applied to his account on March 18, We trust this response addresses ** [redacted] ’s 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,

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,

[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]

January 2, 2015Dear [redacted] ***: 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 [redacted] ’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.We apologize for the billing error on [redacted] accountThe balance of $has been removed and [redacted] ’s account has been final billed with a zero (0) balanceWe apologize for any inconvenience caused to [redacted] and trust this response addresses her 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

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

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,

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,

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]

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]

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

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

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

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

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

From: Amerigas Customer Advocate< [redacted] >Date: Tue, Apr 11, at 10:AMSubject: Revdex.com Complaint: [redacted] To: " [redacted] " < [redacted] >Cc: "M [redacted] , William" , "H [redacted] , John" We are in receipt of [redacted] ***’s rejection concerning the above-referenced complaintAfter further investigation, we have the following responseDue to the request for our services being suspicion of a leak and a leak was found, we will be crediting all fees for the service call and any associated late feesThe remaining balance of $on her account is for tank rentWe hope these credits remedy Ms***’s concernsAmeriGas reasonably considers this matter resolvedIf you have any questions or require further information, please feel free to contact the customer advocacy department at ###-###-####Sincerely, Tracie R [redacted] Tracie R [redacted] Customer Advocacy Specialist Cc: John H [redacted] , Area Director William M [redacted] , District Manager

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? |? (? ###-###-####

April 25, Dear [redacted] :Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted] ***’s complaint regarding his account and tank removalUpon receipt of ***’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.On April 25, the tank was removed from ***’s property and all fees have been removed from the accountThe account has been final billed with a zero (0) balance.We value our customers both past and present and apologize for any inconvenience we have caused to ***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 me.Sincerely,

Speaking with the office staff Debra is exhausting due to she never allows you to speak she always speaks over top of you If you request to have the Manager Matt Greene give you a call he never does Then if you request to go over the billing due to the online invoice does not match what is being advised of the office it is TERRIBLE The technician who has came out to our home has gone above and beyond to have this MESS taken care of ,but the Debra in the office whom myself and my husband has spoken with has just not followed through with anything in regards to having ALL CREDITS applied back our account or as above having the manager give us a call to speak with about the unsatisfactory service by the office staff This company does not seem to be out to satisfy its customers only its bottom line

[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 as Answered] Complaint: [redacted] I am rejecting this response because:A business relationship is based on TRUSTWhen I agreed to rent a propane storage tank from Amerigas and to have them fill it periodically at their going rate at the time of delivery, I TRUSTED that the price would be reasonably in line with the current prices of other major, local providersI have been an Amerigas customer since 2004, and though aware that my bills were generally a little higher than my neighbors' who are served by other propane companies, I felt no urgency to change companies until I got my last delivery in March The bill I received showed a rate that was about THREE TIMES THE LOCAL AVERAGE PRICE PER GALLON FOR PROPANETo suggest that such an outrageous price was justified because I received only two deliveries a year as opposed to customers who are topped off monthly is UTTER NONSENSEThere is no mathematical explanation for charging more per gallon because a delivery truck drives up my driveway only twice a year instead of twelve times--if anything, the delivery cost per gallon should be lessAnd to repeat the assertion that the lower prices quoted by other local companies are "only for first time fill" for new customers is simply UNTRUEA business relationship cannot exist in the face of DECEPTIVE, GOUGING PRACTICES, used by Amerigas on its customers in Whatcom county Regards, [redacted]