AmeriGas Propane LP

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

I purchased a home months ago which was renting a galLP tank from AmeriGas During that time AmeriGas had come to my home and added LP to the take I signed a new rental agreement for the tank at that timeI came home from work one night to discover the LP tank was gone I contacted AmeriGas's Kendallville, IN office to see why they had repossessed the tank and I was told they hadn't picked it up I made two other phone calls to AmeriGas in Kendallville that day and the story was the same I filed a police report for a stolen LP tank only to be contact by AmeriGas to say they had picked the tank up by mistake sighting the tank was still registered under the former home-owner's name They went on to say they were booked and could not bring the tank back for calendar day I live in my home with my wife and 2-year old so I now own my own tank which will never be filled with LP from AmeriGasFYI, AG Plus too care of me very quickly, I was impressed and grateful

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, *** ***

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***

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,

[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 they tape record all phone conversations so they can find out that I called three times prior to July requesting the written forms to set up a payment planI have enclosed e-mail correspondence showing how long I have been a customerPrior to my payment plans were set up on the phone with a rep from the El Cajon office; in they informed me they no longer did that and required a written agreement that took them over 1/months and three phone calls to get to meAll this time late fees were accruingThese are the fees they said they would waive after the payment agreement was satisfiedI made all three of my payments per the agreement on timeAfter I made my last payment of $Kelly L*** kept calling my phone while I was at work, but did not leave a messageAfter or more missed calls I e-mailed her and asked why she kept calling meNo responseThen I get a collection letter for two late feesI called the El Cajon office again on January 10th and asked for a supervisorThey connected me to Meghan Z*** who asked me to forward the e-mails from Kelly regarding the waiving of the late feesI sent her the e-mails, and got no response from her either, but a week or so later I got another collection letterI had advised them in July I no longer wanted to continue service with them, and advised I would call them when the tank was empty so I could use the gas I had already paid forNo mention of a fee to pick up the empty tankI called them to pick up their empty tankI'm assuming this is the new fee that now generated and invoice for $172??? The empty tank can be verified by the new company that switched out the tanksAgain, no communication from anyone at this company as to what this charge is for, and nobody has called to explain these charges or invoicesI was under the understanding that once the payment plan was satisfied I was doneThis company has a 1&1/stars out of on their Yelp page because of their poor quality of serviceThis has been one of the most frustrating, irritating companies I have ever dealt withThe stress they are causing me by continually harassing me with collection notices and no return calls is the reason I filed this complaintI have attached many of the e-mail correspondence between myself and *** *** *** and AmerigasYou also need to know that they are gauging customers when they are most vulnerableThey charged me $to fill my tank in the winter, and my new company just filled the same size tank twice for $Amerigas threatens to cut off your service in the middle of winter if you don't pay their outrageous feesThey are a horrible, price gauging company, which is why I file this complaintThe new company rep told me they are getting so many new customers fed up with Amerigas that their business is booming, and after fills with them already this winter season I know why

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

When I called Wednesday AM, I was rerouted to another center, and I placed a refill order for gallons - no callback, no ETA, no delivery, no customer servicePropane companies don't exclusively rely on technology or electricity to service their customers, and those that purchase expensive generators can't be met with delays when there is a stormThis is the only time when propane companies are needed to react with priority turnaroundI see every other supplier in the area delivering fuel, except AmerigasGasoline and Diesel are available, grocery stores are open, restaurants are open, apparently, Amerigas is not
Truly absurd, and completely unacceptable
Account #: ***

My husband is a farmer and we waited for a propane delivery for a full week even though we informed Amerigas that we were completely out of propane in both my residence and a greenhouse that is full of plants and early crops for our spring planting Instead of attempting to accommodate our situation, they told us they could come out for an emergency fee of $ Not only have we been inconvenienced, but our business has suffered as a result of their unwillingness to accommodate our request for fuel We are on their "automatic refill" list and they still would not come out

I have had extremely negative service from the Goldsboro NC location of AmeriGasThey are unresponsive when you try and work with customer service even though they charged me $more per gallon for LP than they quotedQuoted:$a gallon, billed $a gallonThey were cheaper at first but burned me in the end!
The next closest gas company to me was delivering at $the same dayThey said I could buy my tank then changed their mindThese people are crooks

In April of 2017, we asked Heritage to stop filling our gas tank and pick it up because we no longer wanted propane In June I received a bill for $for the next season's tank rental/price lock (?) I had already told them to pick this old tank up and do not want the services but they keep harassing me by turning me over to a collections agency for something I do not owe I have contacted Heritage here in Huntsville, Robert C*** said I had to bring my I'd to the office When I did, the office clerk said it would be taken care of I called the Home office for Heritage, they said that they would take care of it over two weeks ago I haven't heard anything yet from the Home office, the collection agency keeps calling and I received yet another letter yesterday Janfrom the collection agency

THIS IS AN OUTSTANDING ORGANIZATION WE RAN OUT OF PROPANE FOR OUR GENERATOR WHICH WAS DYING E MAILED, RECEIVED CALL IN MINUTES, EXPLAINED SITUATION& THEY GOT RIGHT ON IT AT 3:THEY ARRIVED WITH NEW TANK & INSTALLED IT THEY DIVERTED THE FUELING TRUCK, GOT THE TANK FILLED WITHIN AN HOUR & GENERATOR STILL CRANKINGWOULD BE IN BAD STRAITS, SINCE WE ARE STILL WITHOUT POWERSPECIAL CITATION TO BRENDA FOR ALL HER GREAT EFFORT

County Proflame/Amerigas never picked up their propane tank after service was canceledI've called three times over since March 16, and each time I call I get an evasive answer saying that I'm "on the schedule" for pickup, but when I ask for any sort of time frame, I get noneNot in terms of days, weeks, or months
The back story is we purchased the property months ago and the seller told us the propane tank was owned (but now we know it was leased)So we didn't know we had his service to pay for or maintainProflame never sent any bills to our house and never contacted us about the accountInstead, on March their guy came over, saw my wife in the driveway, lied to her and told her he was just doing maintenance, and then turned off our service right as a winter storm was comingThis was precipitated by the fact that the seller was receiving bills electronically and had just told them to cancel the serviceProflame subsequently told me that the guy was not supposed to tur

I have been a customer of what is now Amerigas for about yearsI have always found the drivers and office staff helpful until the last yearIt seems now my calls are not return as promised And the staff has no answers as to why this company is price gouging it's customersTheir prices are $a gallon higher than other local companies and to my amazement my last fill up was $more I made the mistake of being on auto fillThe company is under the name New Mexico Propane and is managed by Michael Edmonds who does not return callsBe sure to go to another more reputable companyHOw can Amerigas allow this disgraceful business under their umbrella

April 25, 2018Dear *** ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to Amanda Sitko’s complaint regarding a deliverAmeriGas 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.By way of background, *** *** is a will call customer, meaning she is responsible for monitoring the propane in her tank and calling to schedule deliveriesWe recommend to our will call customers that they call when their tank is 30% full so we have ample time to make a delivery to their property before their tank is emptyOur standard will call delivery timeframe is seven (7) to ten (10) business days*** *** contacted her local AmeriGas office when her tank was down to 5%We had a neighboring district deliver to her five (5) business days after she placed her orderWe were well within our standard seven (7) to ten (10) business day delivery window.*** *** currently has a past due balance of $We encourage her to submit a payment to avoid a possible disruption in service.If you have any questions or require further information, please feel free to contact me.Sincerely,Jill RCustomer Advocacy Manager

[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: ***
I am rejecting this response because:Dear Revdex.com, you only gave me two choices, accept or reject but no "pending"I was contacted by their local office and they have scheduled a pickup of the tank on Monday the 13th however since this has not yet been done I cannot yet mark this case as closed.Hopefully everything will resolve on Monday the 13th and we can put this all to bed.I do appreciate the company finally getting a representative to contact me to resolve the issue
Regards,
*** ***

Thank you for giving AmeriGas Propane (“AmeriGas”) an opportunity to respond to Sonny ***’s complaint regarding removal of a propane tankAmeriGas 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. Prior to Mr***’s purchase of the property located at *** *** *** ***, Escondido, CA 92026, AmeriGas was the propane provider to the owner and was granted access to the propertyUnaware of the property ownership change, our service technician entered the property to lock off the tankOn September 18, the tank was removed from Mr***’s propertyAmeriGas Area Director, Bob C***, spoke with Mr*** to apologize for the confusionMrC*** provided Mr*** with his cell phone number should he ever need to reach him in the futureMr***’s account has been final billed with a zero (0) balance. We apologize for any inconvenience to Mr***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, Michael K*** Michael K*** Customer Advocacy Specialist Cc: Bob C***, Area Director Maria S***, District Manager

February 11, 2015Dear *** ***:
Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an
opportunity to respond to *** ** ***’s complaint regarding his accountAmeriGas 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 11, credits totaling $were applied to *** ***’s account to remove all fees*** *** account has been final billed with a zero (0) balanceWe apologize for any inconvenience caused to *** *** 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 D
Customer Advocacy Department

[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: ***
I am rejecting this response because:Although they have removed the tanks, we still have a hole in the front of our neighborhood with no date set for backfillAlso, the letter that was written on Amerigas behalf has placed us in yet another holding patternSo I don't feel this issue has been resolvedA step in the right direction, yes, but we are still hostage in this situation.
Regards,
*** ***

April 3, Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to ***’s complaint regarding the price she was charged for
propaneAmeriGas 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.*** does not have a signed contract with us locking her in at a fixed-price per gallonTherefore, when *** receives a delivery she is charged whatever our current market price isUpon receipt of this letter AmeriGas District Manger *** *** researched ***’s account and found she was charged the following per gallon prices for her last three deliveries: $3.40; $4.00; and $All of these prices were in-line with the current market price at the time of delivery*** did however as a courtesy to *** credit her account $for the three late fees she had accrued.We value our customers and apologize for any inconvenience we have caused to ***We trust this response addresses her 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,