AmeriGas Propane LP

Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to *** ***’s complaint regarding her accountAmeriGas takes any complaint by its customers seriously.
Therefore, upon receipt of her
complaint, we investigated the allegations contained therein and provide the following response based on our findings. In addition to receiving this letter Ms*** also contacted her local office directlyMs*** 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*** he would investigate why she received the delivery in the first placeMrV*** 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 card. We value our customers and are sorry for any inconvenience caused to Ms***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 me. Sincerely, Michele O’*** Michele O’*** Customer Advocacy Specialist

After paying $per gallon for over a year, I was charged $a gallon over 100% increase without a notification to me that they were raising the priceI called other gas companies in this area and the highest price per gallon was $This is an exorbitant increase and should have warranted a notification from this company to usMy wife and myself are senior citizens, not in the greatest of health, on a fixed income and we feel we are being taken advantage of by this companyI cannot pay the total amount of this billIt will cause a hardship on our everyday living

September 12, Dear *** ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to *** ***’s
complaint regarding a tank removalAmeriGas 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.On July 28, the tank was removed from *** ***’s propertyOn June 17, a credit of $was applied to *** ***’s account to zero (0) out his balanceWe value our customers both past and present and apologize for any inconvenience we have caused to *** ***In light of the foregoing, we reasonably consider this matter resolved.Sincerely,Jill D

Last year, 2017, I contacted *** ***, member of Amerigas, in Camp Verde AZ to change the name on the gas account and ask for summer specials
I was told that I needed to fill in a form to place the name change in the systemI asked if this would be possible without the form, they said I needed that signed form for the name change only
They sent a form by mail, written in pink on it "NAME CHANGE ONLY." Their signature and date are also written in the same pink, K R (or P), 8/28/I trusted them as honest business and signed the form without reading it, thinking that I signed for NAME CHANGE ONLY as they had written on the formThis year, when I tried to get a different company to serve less expensive gas, *** *** wanted about $for picking up the gas tank they own
The new gas firm I contacted said that they had never heard of such that a gas company would charge anything for picking up their tank
*** *** sent me "invoices" for gas I had not order

We changed propane service in late December We called AmeriGas and asked amerigas to pick up their tank, we were using another propane company We asked them to come and pick up the propane tank as this is Amerigas property The new propane company moved amerigas propane tank to the edge of my property near our driveway for ease of amerigas pick up This is our Lakehouse property in New York, a vacation home located at *** *** ***, Hammondsport, NY which is a vacation home Sometime in late January or early February AmeriGas filled the tank with propane while it was not connected and sitting on our property next to the driveway and waiting to be picked up after we had notified AmeriGas that we no longer want their servicesAccording to our research, can you weigh pounds full of propane AmeriGas billed us for this propane and we called them again and did not hit him and ask him to come and pick up the tank We plan to have concrete work next month on the driv

I had 55% of my tank when I noticed a gas smellI called Amerigas and a technician came out and verified there was a leak at the valvingHe pointed out that the valving of the tank had not been serviced since the tank was installed in and was the cause of the smellHe tightened some fittings and leftApproximately weeks later I smelled gas again and called for serviceThe technician again came out and agreed that he smelled the leakMy tank was now at 30% in less then a month when I typically use 5% per monthThe technician left a note on the tank not to fill it and when it got to 5% they would empty the tank and re-valve itIn the meantime, different trucks showed up to fill the tankApparently there is no communication between the techs and dispatch or management?
On December 31, I swapped to another serviceTank rental was half the cost as AmerigasI called Amerigas that morning to inform them I was changing serviceWe got disconnected and I tried for minutes and no one would answer the phoneI called the Amerigas corporate office and explained the situation to themI rented the tank for the month of November and December but was only credited for months of tank usage even though I only used it for two months of the next contractI called the local Bishop office and explained what happenedI got a very rude customer service representative who tried to tell me the tank only had 4% left when the new company tech and I both read the gauge at 8%She refused to credit my account for the extra month and then made a smart-*** remark about really wanting the $creditYes I do, it was my moneyShe also tried a futile attempt at explaining the magnetic gauge was the reason for the error in readingI guess that happens when you don't service a tank for years

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
While I am happy to have this resolved, the time it took was unreasonable It was only after filing this complaint that the company responded
Regards, *** ***

April 8, Dear ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to *** ***’ complaint regarding her accountAmeriGas takes any complaint we receive
seriouslyTherefore, upon receipt of ***’ complaint, we investigated the allegations contained therein and provide the following response based on our findings.District Manager, *** *** was able to speak with *** regarding her account*** agreed to an offer of $credit and the removal of a $late fee on her accountThe credits were applied to the account on April 3, As a courtesy a credit of $was also applied to her account on April 4, 2014.We apologize for any inconvenience *** may have experienced and trust that this response addresses her concernsIn 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.Sincerely,

From: Amerigas Customer AdvocateDate: Mon, Sep 11, at 3:PMSubject: *** ***: ***To: "***" Cc: "T***, Andrew" , "S***, Jeffrey"
Thank you for giving AmeriGas Propane, L.P, d/b/a Blue Flame Gas (“AmeriGas”) an opportunity to respond to *** ***’ complaint regarding pricingAmeriGas 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. 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***’ complaint, we conducted a review of his account and provide the following response. By way of background, Mr*** was 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*** was considered a market based customer and was charged 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 volume. Generally, 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. Previously, Mr*** was part of a buying group, JPACC, which offered a lock in rate. Once his contract expired with JPACC, he did not renew which caused Mr*** to be on market pricing, which is explained aboveMr*** contacted us on August 21, to have the tank removed as he was terminating service with usWe removed the tank the same day and issued a refund for the propane left in the tankMr*** received a refund of $249.00 We value our customers both past and present and apologize for any inconvenience to Mr***AmeriGas reasonably considers this matter resolvedIf you have any questions or require further information, please feel free to contact me. Sincerely, Jill D*** Jill D*** Customer Advocacy Manager Jill D*** | Customer Advocacy Manager | AmeriGas

[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 ***, and find that
this resolution is satisfactory to me.
Regards,
*** ***

March 31, Dear *** ***:
Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to *** ***’s complaint again regarding pricingAmeriGas’ position remains the same in regards to *** ***’s complaintAmeriGas does offer certain budget and/or guaranteed pricing plans to qualifying customersSuch plans can help customers by providing more predictability on pricing and/or by spreading the costs of propane out over the course of the yearAmeriGas encourages *** *** to contact his local office at ###-###-#### regarding these various plans
Finally, although *** *** currently leases a tank from AmeriGas, there is nothing prohibiting the customer from entering into a contractual agreement with a competitor and leasing a tank from that competitorTherefore, despite claims *** *** is somehow “forced” to use AmeriGas, the reality is that he could engage a competitor at any time
A refund will not be issued to *** *** for his prior deliveries and there are fees associated with a tank removal.AmeriGas reasonably believes the explanation provided herein adequately addresses this matterIf you have any questions or require further information, please feel free to contact me
Sincerely,
Haven D***
AmeriGas Field Service Center
Customer Advocacy Department
###-###-####

November 10, 2017 Dear *** ***:Thank you for giving AmeriGas Propane, L.P, d/b/a *** ***-Winston Salem (“AmeriGas”) an opportunity to respond to *** ***’s complaint regarding Tank RentAmeriGas 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.In her complaint, *** *** states that she was charged a tank rent feeAs stated in our Terms and Conditions, which can be found on the AmeriGas website, customers must pay a tank rent fee for leased equipment on their propertyThe amount of the fee will depend on the size of the tank and the customer’s annual usageWe have come to an agreement with *** *** that we will replace her tank with a smaller tank, in order to avoid tank rentAs a courtesy we will waive the tank rental and three (3) late fees, for a total of $She has agreed to pay the standard service charge of $59.99.We value our customers and apologize for any inconvenience to *** ***If you have any questions or require further information, please feel free to contact me.Sincerely,Melissa F*AmeriGas Propane, LPCustomer Experience Specialist***

[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: ***
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 UNTRUE. A business relationship cannot exist in the face of DECEPTIVE, GOUGING PRACTICES, used by Amerigas on its customers in Whatcom county
Regards,
*** ***

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

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

My family has been on auto-pay with Amerigas since We live in *** *** *** which is a private community so we are locked in at a lower price per pdfor propaneAll contractors in the area bid for the lowest price and whoever is the lowest wins the bid for the communityAmerigas while they do not own the official bid, had a verbal agreement with the community that they would match the bid price for all *** *** *** customersAs do all other gas companiesFor years we paid $per pound on every deliver and this year we paid On January 1st, they allowed us to run out of propaneI made a desperate phone call to the main office as it was -degrees out and I have two small childrenThe driver showed up hours later and was very rudeI called several times that week to the main office and to the office in AthensNo one would answer the phoneAfter calls and messages, I finally got a hold of S*** who stated she could let the manager know my

Amerigas raised the price per gallon of liquid propane to per gallon for gallons,charging me with fees,obviously completely overcharging, I own my tank, I contacted another gas company, they offered liquid propane at per gallon,a company should notify all customers of a significant increase in prices, before they just fill your tank and charge any price they desireThank you, *** ***

When I bought a new home, I changed propane suppliers at the suggestion of the previous owner who said that Amerigas Propane was "difficult" to deal withAfter the new company set the old tank aside, I called Amerigas and they said they would pick up the old tank "within days"At the end of the days, I called back and was told the "next available day" for pick up was another weeks away This tank is sitting in my ONLY guest parking spaceThe woman on the phone was quite rude in stating that I was not a priority since I was not a customer

December 7, 2017Dear *** ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to *** ***’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, *** *** 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 *** *** did accept.Since filing this complaint, *** *** 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 *** ***If you have any questions or require further information, please feel free to contact me. Sincerely,Melissa FCustomer Experience Specialist