AmeriGas Propane LP

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

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

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

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

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,

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

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

January 8, 2015Dear *** ***: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.In December of 2014, the tank was removed from *** ***’s propertyOn December 18, 2014, a credit of $was applied to *** ***’s account and a refund of $was issued*** *** should allow a couple of weeks for the refund to arrive.We apologize for any inconvenience caused to *** *** 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 me.Sincerely,Haven D
Customer Advocacy Department

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

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,
*** ***

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

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

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

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

From: Amerigas Customer AdvocateDate: Fri, Jan 19, at 3:PMThank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to *** ***’s complaint regarding a refundAmeriGas 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 apologize for the delay; the refund was received and deposited on December 21, 2017. We value our customers both past and present and apologize for any inconvenience to Ms***If you have any questions or require further information, please feel free to contact me. Sincerely, Melissa F* Melissa F* Customer Experience Specialist Via email: Cc: Sean D***, Area Director Johnny M***, District ManagerMelissa F*AmeriGas Propane, LPCustomer Experience Specialist

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###-###-####***

[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:This was not a response or offer The response said that they were looking into it
Regards,
*** ***

[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 Thank you very much for helping to speed up the process
Regards,
*** ***

March 22, 2018Dear *** ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to the above-referenced consumer complaintUpon receipt of your letter, AmeriGas conducted an investigation of the allegations set forth in *** ***’s complaint and has worked with ***
*** to resolve nearly all of the issues raisedBelow is a table listing all propane deliveries to *** *** and her debit/credit history:Description Posting Date Amount Running Balance Delivery 12/02/gallons $ppg* 12/06/$ $ Online Payment CC 12/29/$ (139.58) $ - Coupon Customer Referral 01/17/$ (100.00) $ (100.00) Delivery 12/29/gallons $3.00ppg 02/14/$ $ AmeriCap Enrollment Fee 03/17/$ $ Delivery 3/21/gallons $ppg 03/22/$ $ Credit Memo Rebill of 12/29/to $ppg 06/06/$ (130.72) $ Online Payment CC 07/15/$ (88.23) $ Credit Card Payment 02/12/$ (300.00) $ Delivery gallons $1.77ppg 02/13/$ $ Total: $ * First fill rate*** *** claims she was charged for two propane deliveries that she did not orderBy way of background, *** *** moved into her current rental unit in It is our understanding that her landlord paid to fill *** ***’s tanksAn AmeriGas employee mistakenly thought that *** *** was the new account holder and incorrectly billed the delivery to *** ***, instead of her landlordWe corrected this administrative error, and remove the charges from *** ***’s accountWe have explained the mistake to *** *** and apologized for any inconvenience this may have caused.*** *** expresses concern for a bill she received on February 14, *** *** claims she never received a delivery of propane on February 14, The bill that *** *** received on February 14, was for a delivery made to her home on December 29, We contacted *** *** to clear up any confusion regarding her invoiceShe has accepted that this bill is correct and no longer disputes the charges.*** *** claims her last delivery of propane occurred in March and that we have refused to make a delivery since thenThis is not accurateAs noted above, AmeriGas delivered to her on December 29, and March 21, She also received a delivery on February 12, 2018, before we were notified of her complaint with your office.*** *** currently uses a dual propane tank storage system, which consists of two 120- gallon manifolded tanksEach tank has its own gauge which measures the amount of propane left in each tankA gauge on one of *** ***’s tanks is indeed broken; however, the two tanks receive the same volume of propane delivered and consume propane in equal amountsTherefore, only one working gauge is necessary in this instance to determine how much propane is in each tankTo avoid service disruption associated with replacing the broken gauge, we have advised *** *** to monitor the functional gauge to determine the propane remainingWe are also working with *** *** to replace her gauge in a manner that will cause minimal service interruption.I trust that this letter adequately responds to the issues raised in the above referenced complaintIf you have any questions or require further information, please feel free to contact me.Sincerely,Jill RCustomer Advocacy Manager