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

January 30, 2017Dear *** ***:Thank you for giving AmeriGas Propane, L.P, (“AmeriGas”) an opportunity to respond to *** ***’s complaint, filed on behalf of *** ***, regarding a refund for unused propaneAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt
of their complaint, we investigated the allegations contained therein and provide the following response based on our findings.*** *** received a delivery of gallons on January 19, as she was on auto delivery at that timeTo address *** ***’ concern regarding refund for unused propane, one is not due since the tank was empty at time she terminated her accountThis is was verified as our records show the first delivery for the new home owner was four days after the sale of *** ***’ homeAt that time, the tank was filled to 80%This was a gallon tank and received approximately gallons, meaning the tank was empty prior to being filledThis usage would have been a result of the home being occupied between the January delivery and the sale of the home in October 2016.AmeriGas 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***Customer Advocacy Specialist Driving Customer Delight Every Day

[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:Amerigas customer service told me that if my tank was completely empty it could hold gallons of propaneThey delivered gallons of propaneThis is more than I've ever used in the pastI have had my system leak checked and my appliances checked for efficiencyThere is no reason I should need to pay nearly 400$ for hot water and a clothes dryer
Regards,
*** ***

October 17, 2014Dear *** ***:
Thank you for giving AmeriGas Propane, L.Pd/b/a Macclesfield Propane (“AmeriGas”) an opportunity to
respond to *** ***’s complaint regarding her accountUpon receipt of this complaint, we investigated the allegations contained thereinWe have concluded our investigation and provide the following responseOur records indicate *** *** was and is not currently on a contract with AmeriGas, therefore she is being charge market rate for her propaneIf *** *** would like more information regarding our contract pricing she will need to contact her local office at ###-###-####AmeriGas reasonably believes the explanation provided herein adequately address this matterIn 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

Thank you for giving AmeriGas Propane, L.P, d/b/a Sawyer Gas (“AmeriGas”) an opportunity to respond to *** *** complaint regarding billingAmeriGas 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.*** *** spoke with Paulette B*** in the district and they went over her accountSince it was an unusually cold winter, customers have used more propane than normal*** *** will be making payments on the account going forward.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*Melissa F* Customer Experience Specialist

May 9, 2018Dear *** ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to *** ***’s complaint again regarding tank rental fees.AmeriGas’ position has remains the sameAs a courtesy, we waived half the tank rental fee to $The tank rental fee is now past due and we encourage *** *** to make a payment so she does not incur late fees.We consider this matter closed.Sincerely,Jill R

Amerigas is suppose to be giving our community a discounted rate, yet any time a home owner calls the rate is either different, or we are told there is no community rateIts a different story every time you call or another home owner callsThey might say we have a community rate, yet they claim the rate can change either going up or down depending on the marketThe customer service is no help with answering questions or getting any valid informationThe departments play the blame game either telling you its something corporate handles just to pass the buck, or corporate telling you to contact the home officeOur community a stuck with having to use Amerigas, since the builder decided to have only Amerigas tanks installed on every propertyWe can get out of this if we pay Amerigas thousands to buy the tank or have them come remove itSo we our all held hostage to this company and Amerigas knows it and takes full advantage of that fact

I am a first time homeowner/first time propane userUnaware of how this all works, I did not contact them immediately upon buying my house, while I worked on renovationsThe propane is solely for a stove, which was disconnected, and a gas fireplace (it was Spring/Summer)
With no contact whatsoever, approximately months after purchase, they came while a friend and a contractor were working in the house, disconnected my *full* tank without a word to either of them, and took itWhen I called to resolve what was apparently a misunderstanding, they were immediately rude, dismissive, and insisted that I was stupid and out of luck, despite my attempts to keep it pleasantThey refused to offer any solutions or answers when I repeatedly asked why their service man could not have knocked on the door, why there had been no contact with me from their end, or how to resolve this issue
They claimed the tank was nearly empty, despite their last visit here being a pre-sale check to ensu

I have called at least times over the last two weeks I wanted to ask for an explanation regarding two billing issues (an unexpected "enrollment fee" after being with them for plus years and the price, which is twice the going price in New Hampshire ,,$vs4.43) Calling the listed telephone number and selecting the customer service representative option, no one ever answers, as I have have been on hold for more than minutes almost every time I have also tried to leave a message with the operator times, where she indicated someone would call back No one ever calls back

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

On December 23rd my landlord paid $on my account as a Christmas gift to help me financially When I came home from work on the same day, I was out of gas My hot water and heat are fueled by propane gas On Wednesday, December 27th, I called to order the gas I let the lady that answered the call know that I had a $credit on my account She confirmed it I ordered gallons and she took my debit card information and charged the entire $to my account She informed me that I would have to wait days for the funds to be returned to my account In addition, it would be the following week before they would be able to deliver the gas I checked the 28th and 29th to see if by chance I had been placed on the listThat did NOT happen At this point, I and my family have been without heat and hot water through Christmas and now through New Years
On January 2nd, I called Amerigas and spoke with another lady, Lynn She placed me on hold and then returned and said the

It's degrees outside I have been calling Amerigas for the past days telling them my propane tank is below 15% I was promised delivery Thursday, then Friday, and when I called again yesterday they assured me they were on the wayNow it's Sunday, and my tank is 5% Office closed, no truck I have been on hold with their national office for over minutes Do not use this company for your LP delivery They are unreliable

I have had price issues with Amerigas in the past We came to an agreement but it seems that it was only temporary They recently sent me a bill for $a gallon that is more than double what we have been paying I check with all the other local gas companies and no one was near the price they are charging

November 26, 2014Dear *** ***:
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 seriouslyTherefore, upon receipt of her complaint, we investigated the allegations contained therein and provide the following response based on our findings.*** *** is correct she was overcharged for propane and when we fixed her account unfortunately not only did she receive a refund but also a bill for that same amountWe have since made all of the corrections necessary and her account is now reflecting a credit.We value our customers and apologize for any inconvenience we caused *** ***In light of the foregoing, we reasonably consider this matter resolvedSincerely,
Jill D
Customer Advocacy Manager

Our sub-division switched from Propane to Natural Gas in Oct I called and informed my local Amerigas location @ *** *** *** *** ** *** several months prior that I would be discontinuing service at that time I explained that since the tank was buried that I would see about getting it removed and put where it can be picked up for Amerigas Since my service was officially install in Oct time ran out to get the propane tank out I called and spoke with the local personnel in *** ** and they provided me the guidelines of the tank having fees for this and fees for that For instance, there would be a charge to pump out the remaining gas, and I would get a credit back on the leftover gas, but at the current rate and not what I paid prior There is also all kinds of fees that Amerigas intends to charge that appear to be a "nickel and dime" exercise Since I purchased my home new in Amerigas had a propane tank installed at my residence

From: Revdex.com of Metro Washington DC">Date: Fri, Jan 23, at 9:AMSubject: Fwd: *** *** - Revdex.com Complaint #***To: *** *** ---------- Forwarded message ----------From: Amerigas Customer Advocate Date: Thu, Jan 22, at 4:PMSubject: *** *** - Revdex.com Complaint #***To: "***" Cc: "*** *** *." , "*** ***"
Dear Ms***,
Please accept the attached letter as our official response to *** ***’s 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
###-###-####

From: Amerigas Customer AdvocateDate: Mon, Dec 5, at 1:PMSubject: Revdex.com Complaint:Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to *** ***’s complaint regarding propane
deliveryAmeriGas 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. A review of his account shows Mr*** became a customer on November 14, 2016. Mr*** is a pay in advance customer, meaning he must pay for his propane before it is deliveredAs such, he made a payment on November 18, and his delivery was scheduled for November 25, Mr*** received his delivery of gallons on November 23, 2016. AmeriGas reasonably considers this matter resolvedIf you have any questions or require further information, please feel free to contact me in the customer advocacy department at ###-###-####. Sincerely, Tracie R*** Tracie R*** Customer Advocacy Specialist Tracie R***Customer Advocacy Specialist###-###-####***

After first letting my tank run dry in the middle of winter and then failing to deliver more propane until several days after it was promised, Amerigas more than doubled their price compared to other local suppliers with no warningThey would not negotiate and I was forced to pay over $1,for about gallons of propaneForced to cancel their service, now they have charged me $to remove their equipment from my propertyAmerigas is an unscrupulous company actively engaged in gouging their customers

Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to *** ***’ 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 findings. A review of Mr***’ account shows he was enrolled in AmeriLock, one of AmeriGas’s Guaranteed Price Protection (GPP) programsAmeriLock is an optional program where an AmeriGas customer receives a fixed price for the term of the AmeriLock contractThe AmeriLock program is not a least cost program, but rather a fixed price programCustomers find this program very attractive for budget purposes and it protects them against market volatilityThis program is automatically renewed unless a customer informs us they would like to cancelWe do not have record of Mr***’ request to cancel, and as such, he was charged the annual enrollment feeAs Mr*** no longer wishes to participate in the AmeriLock program, this fee has been removed from his accountRegarding tank rent, Mr. *** was charged this fee as he did not meet the minimum usage to have the fee waived. To avoid annual tank rent, a minimum of half the tank’s capacity must be deliveredMr. *** did not recieve this minimum this year. Upon giving notice to close his account, Mr*** was informed of our no-refund policyAs outlined in our Terms and Conditions, which can be found on AmeriGas’s website, as well as on the back of customer invoices, AmeriGas does not give refunds or repurchase unused propane remaining in the tank when a customer terminates their service as of December 15, Not withstanding this, as Mr*** expressed difficulty in getting in contact with our local district office to discuss his account, an exception was made and he will be receiving a refund for the propane remaining in the tank minus our service dispatch charge of $and tank pump out charge of $149.99, both of which are also outlined in our Terms and Conditions. Greg N***, our local Area Director has explained this to Mr*** and tank removal has been scheduled for December 20, 2016. AmeriGas reasonably considers this matter resolvedIf you have any questions or require further information, please feel free to contact me in the customer advocacy department at ###-###-####. Sincerely, Tracie *** Tracie *** Customer Advocacy Specialist ###-###-####*** Driving Customer Delight Every Day

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and all is says is that they are working on it--so no
resolution has been put in yetJust because they say they are working on it--does NOT mean this issue has been resolved....
Regards,
*** ***