AmeriGas Propane LP

November 25, 2014Dear *** ***: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 *** *** complaint, we investigated the allegations contained therein and provide the following response based on our findings.On November 9, a credit of $was applied to *** ***’s account*** ***’s account currently has a credit balance of $which will be refunded*** ***’s tank will be removed within days.We do apologize for any inconvenience we may have caused *** ***In 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

I was originally a customer with Coast Gas, but they were bought out by Amerigas right around the time I decided to switch vendorsAs Coast had charged me an absolute fortune for my last tank fill, I let my tank empty out to about 15% before switchingLuckily it ran down this far literally the week before my tank lease was dueI called to have them pick up my empty tank on April 1st or 2nd and was assured it would be picked up within a week or twoIt's now August 16th and the tank is still on my propertyWorse yet, they have been calling and harassing me for the tank lease fee, all while adding late charges to the billI have spoken to FIVE people now, sent TWO letters, and have written on every bill sent to me that I have been requesting the tank to be picked up since the beginning of AprilI just called AGAIN and they assured me it would be picked up as soon as possibleI don't have any faith this will happen and instead expect more phone calls demanding moneyAt this point I'm ready to call my lawyer and have them send a letter to Amerigas demanding pickup as well as a fee paid to ME for storage for monthsDo yourself a favor and find a LOCAL company to do business with

December 24, 2014Dear *** ***: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.*** ***s tank has been removed and credits totaling $were applied to his account*** ***s account has been final billed with a zero (0) balance.We value our customer both past and present and apologize for any inconvenience 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,Jill D
Customer Advocacy Manager

From: Revdex.com of Metro Washington DC">Date: Fri, Feb 6, at 10:AMSubject: Fwd: *** *** - Revdex.com Complaint #***To: *** *** ---------- Forwarded message ----------From: Amerigas Customer Advocate Date: Thu, Feb 5, at 4:PMSubject: *** *** - Revdex.com Complaint #***To: "***" Cc: "S***, Brad" , "B***, Bryan"
Dear Ms***,
Please accept the attached letter as our official response to *** *** complaint. If you need any further assistance please do not hesitate to contact us.
Thank you,
Haven D***
AmeriGas Field Service Center
Customer Advocacy Department
###-###-####

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

[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,
*** ***

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

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

We made the decision to change propane dealers after many years with Amerigas due to their policies of delivery and billing being handled poorlyFor many years we had a scheduled delivery date, their policy changed without notification to us and we ran out of propaneTheir new policy was We were told to call days ahead of needing gas or we would be charged an emergency fee We switched dealers in December of December 6, at 4:pm I called and spoke with the manager, Steve W*** and discussed the removal of all bottles from our property and reimbursement of lp gas in those bottlesThere was no communication on them picking up the bottles, so I did a follcall to them on March 13, 2017, spoke with Theresa and reminded them that they needed to pick up the bottles they are a safety factor here in my parkOn Friday, March 16th Amerigas came and picked up bottles and gave us a bill for pickup Today, March 20, I called and spoke with Heidi, we understand t

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

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, *** ***

[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. I have paid the $42.59. I appreciate the late fee being removed.
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
###-###-####

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,
*** ***

In June of this year I received a bill from amerigas for some kind of enrollment program that they were going to automatically enroll me in I don't have the bill anymore so I do not remember the exact dollar amountsthe enrollment fee was high and it locked me into a much higher price than anyone else was selling propane for so I tried repeatedly to contact them saying I did not want to be enrolled in the plan and that I did not want to use there services anymoreI could not get a hold of them Eventually I had a lady from there Moravia office answer the phone and I told her I did not want the plan they enrolled me in and that I did not want to use there services any moreShe apologized and said that they would pick the tank upA few min latter she called me back and said I could get the propane at half the price that I would get it with the plan that they wanted to enroll me inThe tank still had a lot of propane in it so I told her that I would keep the tank if she got rid o

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

March 15, 2015Dear *** ***:
Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to *** ***’s complaint regarding a deliveryAmeriGas 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 findingsOn February 17, a delivery attempt was made to *** ***’s property but was unsuccessful due to the area not being cleared of snowOn February 19, a delivery of gallons was madeWe apologize for any inconvenience caused to *** *** and trust this response address her concernsIn light of the foregoing,
AmeriGas reasonably considers this matter is resolvedIf you have any questions or require further information, please feel free to contact meSincerely,Haven D
Customer Advocacy Department

From: Revdex.com of Metro Washington DC
arial;">Date: Tue, Dec 2, at 9:AMSubject: Fwd: *** ***--ID ***To: *** *** ---------- Forwarded message ----------From: F*, Scott Date: Mon, Dec 1, at 3:PMSubject: RE: *** ***--ID ***To: "*** *** *** *** ***
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
Thanks, *** I will let you know if they call me to make payment arrangementsScott F*
District General Manager AmeriGas
Parsippany & Chester, New Jersey
Fax ###-###-####
Office ###-###-####
Cell ###-###-####
E/Mai* ***@Amerigas.com
From: *** *** Sent: Monday, December 01, 2:PMTo: [email protected]: F*, *** *** *** *** *** *** *** *** *** *** *** ***Subject: *** ***--ID ***
Thank you for the opportunity to respond to the above-referenced consumer complaint from a customer of AmeriGas’ Chester, NJ Office. In his complaint, *** *** states his belief that he owns the underground tank and complains about the price of propane.
AmeriGas owns the tank that was installed at the *** residence. If *** has an issue with anyone about a lack of disclosure at the time that he purchased this residence relating to AmeriGas’ ownership of the underground propane storage tank, he should look to the person or entity who sold him the residence and not AmeriGas.
*** was invoiced for all deliveries made to his residence at or about the time they were made. When the ***’ requested an immediate delivery because they were a will call customer and out of gas, they were charged a special trip fee for a weekend delivery. This was a one-time fee because they did not call for a delivery in advance.
AmeriGas did provide the ***’ with a refund on or about October 24, for the propane that was pumped out of the tank in the amount of $1,500, which was applied to the past due balanceThe ***’ currently owe AmeriGas the amount of $4,for propane. Please note that AmeriGas has removed all late fees on this account and has offered the ***’ an opportunity to enter into a reasonable repayment plan. We have also previously offered to adjust the pricing to $per gallon in an attempt to resolve this matterI have also explained all or most of this to *** in the attached letterJean *K***
Senior Counsel
AmeriGas Propane
P.OBox ***
Valley Forge, PA ***
###-###-####

[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,
*** ***