AmeriGas Propane LP

I was told to call in and order propane when I was at the percent level in my tankI did so on January second and was told it would be 7-days to deliverI called them back everyday last week and notified them on Friday January that we were at percentI was told by Mary in the Belpre office that we were on the delivery route for that dayHowever no gas was delivered and we ran out on Sunday morning at amI called the emergency number and have been told repeatedly I’m on the route and will be called the evening before they deliverI have elderly and a handicapped individuals living in this householdToday is january and we are yet to receive any propane

We have been customers of Carolane Propane since They installed our propane tank back in 1998, and we have used them for the gas for our fire logs There has never been a "tank rental" charge, regardless of how much or how little propane we used So imagine my surprise when I received a bill a few months back for dollars for "tank rental" I called them, and they said it was something new with there system, but that they would remove the charge, and pick up the tank since we were not longer using the gas logs
I called a second time when another bill for same amount came, and they still had not picked up the tank I was assured they would pick up the tank and correct the bill
They did pick up the tank...then I received a "final" bill that credited me for the returned propane, but minus the amount for tank rental and tank piwhich was an additional
I contacted them, again; and said that I would not dispute the tank pick-up...but that I did expe

First of all, their prices are absolutely insane We were taking a Gallon Tank and filling it at U-Haul down the street for less per gallon than they wanted to charge us at purchasing gallons at a time We shopped other propane companies in our area and called them asking if they would at least come close to the other companies prices They would say they were going to get a discount amount and call me backNever receive a callCalled to have the tank picked up, asked if there were in fees No, no fees Took them over two months to pick our tank up Then a month later I receive an envelope from them Thinking it was junk mail because we had been with another company now for almost three months Receive a second letter, open it, it is a statement saying we owe over $(now late fees of $are being tacked on) I call them, explain that I was told there was no pick up fee, could they send me a copy of the contract we signed showing there was a feeShe agrees to send to me and call me back to let me know it has been sent Receive nothing that day Call the following day, she tells me she is not at the office where my contract is located until the following week I follow up the following week with her, she says she will send the contract and follow up with a phone call Never receive anything Get a call from a call center representative last week, explain to her the history She tells me that she will note my account that if we call in and pay the initial pick up fee they will wave the late fees Today, I call in to pay the bill, I get the very first girl I spoke with, who never followed up Of course she's going to say there are no notes from this other agent I paid the bill including the late fees After paying the bill I requested the number for the corporate office I wanted to get to the bottom of why the notes were not put on my account as promised last week The customer service number (number) told me there WERE notes on the account but that the name had been changed when this girl pulled it up todayWTH?? Then wouldn't say anymore, said I needed to talk to the District Manager in my area
THIS IS A VERY SHADY, UNPROFESSIONAL COMPANY THEY ARE ALL ABOUT THE MONEY GRAB AND NOTHING ABOUT SERVICE
THEIR HOLD MESSAGE SAYS: "CUSTOMER SERVICE & SAFETY ARE OUR #PRIORITY" THIS IS ABSOLUTELY LAUGHABLE

October 22, 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 *** ***’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.On March 31, *** ***’s account was assessed a tank rental fee of $due to a lack of deliveries and $in late fees were added for lack of paymentOn October 8, *** ***’s account balance of $was removed as a bad debt write off due to a lack of paymentOn November 24, *** *** received a delivery of gallons totaling $Again, $in late fees was added to *** *** account due to lack of paymentOn October 24, we received *** ***’s payment of $400.00, leaving her account with a remaining balance of $*** ***’s current balance of $does not include any charges from her unpaid $tank rental and/or late fee charges from October 8, The balance on *** ***’s account includes $from her November 24, delivery and another three (3) late fees totaling $for lack of payment*** *** has made one (1) payment of $in months on her $delivery and as a courtesy has only been assessed months of late fees, not months of late fees.I trust this response addressed the allegations in *** ***’s complaintIn light of the foregoing, we reasonably consider this matter resolvedIf you have any questions or require further information, please feel free to contact me.Sincerely,Jill D
Customer Advocacy Manager

Thank you for giving AmeriCas Propane, L.P(“AmeriCas”) an opportunity to respond to Thomas ***’s complaint regarding tank rent and removalAmeriCas takes any complaint by its customers seriouslyTherefore, upon receipt of Mr***'s complaint, we investigated the allegations contained
therein and provide the following response based on our findings.AmeriGas District Manager, Norman H*** spoke with Mr*** on Monday, July 28, MrH*** issued a credit to Mr***’s account for the tank rental fee to clear off the remaining balance on his account, MrH*** also advised Mr*** when he was ready for the tank to be picked up; we would not charge him the pifee.We value all of our customers both past and present and apologize for any inconvenience to Mr***We trust this response addresses his concernsIf you have any questions or require further information, please feel free to contact me.Sincerely,J?ll D***,Jill D*** Customer Advocacy ManagerCc: John P***, Area DirectorNorman H***, District Manager

I received an email from Energy North Propane (this company was bought by AMERIGAS) informing me that they were processing a debit to my bank account in the amount of $I was surprised because I had already paid my gas purchases for the yearI am on a budget plan that automatically withdraws an agreed amount every monthI immediately called the company and informed them about this issueThey told me that there had been some kind of "glitch" with their system, and they would refund the money This conversation took place weeks ago and I still have not received the refundI explained to the person I talked with that I had other bills to pay and that the fact that they debited my account in the amount of $was going to affect my ability to pay other outstanding billsI have placed many phone calls and they said there is nothing they can do I was asked to give my phone number so I could talk to a supervisor, but that has not happenedTheir customer service is HORRIBLE and their lack of care for the difficulties they are causing me due to THEIR mistake is beyond believeNeedless to say that I am taking my business somewhere elseSave yourself the aggravation and DO NOT buy gas from them

September 29, Dear *** ***:Thank you for giving AmeriGas Propane, L.Pd/b/a Energy North (“AmeriGas”) an opportunity to respond to ***
***’s complaintUpon receipt of his complaint, we investigated the allegations contained thereinWe have concluded our investigation and provide the following responseMichael S***, District Manager for Energy North Propane, has been in contact with *** *** directly to resolve his complaintMrS*** and *** *** agreed to lock off one of *** ***’s tanks until it is needed and he can pay for itMrS*** also credited his account to bring it to a zero balanceBy doing this *** *** now has the same amount of propane available to him that he had prior to this deliveryWe value our customers and are happy we were able to reach an agreeable solution with *** ***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 have been overcharged by an additional $2.00-$gallon doubling my bill the last tank fills The bill has been adjusted of the times when I challenged the billing The third time, the customer representative was rude and refused to even listen to me I did not choose to use this company but ended up with them when my previously provider was purchased I would never choose to work Amerigas again!

June 4, 2015Dear *** ***:Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to *** ***’s complaint regarding his account and 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.District Manager, Clyde E*** was able to speak with *** *** regarding this matterTo resolve the issue, the tank has been removed from *** ***’s property and his remaining balance of $was credited off his account*** ***’s account currently has a zero (0) balanceWe apologize for any inconvenience *** *** may have experienced and trust this response addresses his concernsIn light of the foregoing, AmeriGas reasonably believes that this matter is resolvedIf you have any questions or require further information, please feel free to contact meSincerely,
Haven D,
Customer Advocacy Department

March 20,
Dear ***:
Thank you for giving AmeriGas Propane, L.Pd/b/a Macclesfield Propane (“AmeriGas”) an opportunity to respond to *** ***’s complaint regarding pricingUpon receipt of ***’s complaint, we
investigated the allegations contained therein and provide the following response based on our findings
*** had signed a two year pricing agreement with AmeriGasIn error, the contract was entered into the system as a one year pricing agreementOnce the contract expired, ***’s price per gallon changed*** contacted his local office and informed them his contract was for two yearsAmeriGas was able to contact the former salesman and confirm the two year contract agreementAmeriGas placed *** on a new contract but due to an error the price was incorrectThe error on ***’s account has been corrected, eliminating his pricing issue
We value our customers and apologize for any inconvenience we have caused to ***In 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,?

[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,
*** ***

May 30, Dear *** ***:Thank you for giving AmeriGas Propane, L(AmeriGas) an opportunity to respond to *** *** complaint regarding serviceUpon receipt of ***complaint, we investigated the allegations contained thereinWe have concluded our investigation and
provide the following response.On May 23, an attempt to fill ***tank was made, but was unsuccessful due to his tank being fullIf *** would like to switch propane providers he will need to contact his local AmeriGas office at (*** *** or have *** Gas contact his local office.We apologize for any inconvenience *** may have experienced and trust that 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 me

From: Amerigas Customer AdvocateDate: Mon, May 15, at 2:PMSubject: Revdex.com Complaint: Stephen *** 12137319To: "***" Cc: "H***, Cindy" , "G***,
Matthew (Matt)" Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to Stephen ***’s complaint regarding monthly payments and feesAmeriGas 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 our records show Mrand Mrs***’s usage has decreased over the past three yearsThey are on our budget plan and the monthly payments for this plan are based off of previous year’s usageIf the full monthly payment is not paid, a customer is at risk of being removed from the program and incurring a $late feeThis is what happened in the ***’s caseHowever, after a discussion with Mrs***, the early termination and all late fees have been removed from their accountAdditionally, their last delivery was rebilled to their contracted price and the ***’s budget agreement was restored with monthly payments of $Mrs*** was satisfied with this resolution 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*** Tracie R*** Customer Advocacy Specialist Cc: Cindy H***, Area Director Matthew G***, District Manager Tracie R***Customer Advocacy Specialist###-###-####***

October 13, Dear *** ***:
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 his complaint, we investigated the allegations contained therein and provide the following response based on our findings*** *** is correct he did come into our office and prepay $for a gallon deliveryWe however were not able to deliver the entire gallons as we would have been overfilling his tank*** *** and District Manager Joe K*** have been in direct contact with each other regarding this complaint and were able to reach a mutually agreed upon resolutionMrK*** issued *** *** a $coupon and locked him into a Guaranteed Pricing Plan thru May 31, In light of the foregoing, we reasonably consider this matter resolvedIf you have any questions or require further information, please feel free to contact meSincerely,Jill D
Customer Advocacy Manager

From: Amerigas Customer Advocate">Date: Tue, Aug 25, at 12:PMSubject: *** ***, Complaint No***To: "***" Cc: "W***, Bob" , "T***, Trip"
Ms***Attached is the official response to Mr***’s complaint
Thanks,
Jill
Jill D***
Driving Customer Delight Every Day
Customer Advocacy Manager
Office: ###-###-####
Thank you for giving AmeriGas Propane, L.P an opportunity to respond to Steven ***’s complaint regarding tank ownershipAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of Mr***’s complaint, we investigated the allegations contained therein and provide the following response based on our findings. District Manager, Bob W*** contacted Mr*** directly to resolve the issue of tank ownershipMrW*** released ownership of the tank to Mr*** and sent him written confirmation. We value our customers both past and present and apologize for any inconvenience we may have caused Mr***In light of the foregoing, we reasonably consider 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

December 31,
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Dear *** ***:
Thank you for giving AmeriGas Propane, L.Pd (“AmeriGas”) an opportunity to respond to *** ***’s complaint regarding a billing adjustmentAmeriGas 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 findingsWe apologize for the billing error on *** ***’s accountTo resolve this matter on December 16, credits totaling $were applied to *** ***’s account*** ***’s account currently has a credit balance of $43.40.I trust this response addresses *** ***’s concernsIn light of the foregoing, we reasonably consider this matter resolvedIf you have any questions or require further information, please feel free to contact me.Sincerely,
Jill D
Customer Advocacy Manager

January 8, 2015Dear *** ***:">Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to *** *** ***’s complaint regarding a tank removal and refundAmeriGas 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 findingsDistrict Manager, *** *** spoke with *** *** regarding this matter*** *** informed *** *** the tank will be removed on Tuesday, January 13, A refund for the remaining gas in the tank will be issued when the tank is removedWe 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,
Jill D
Customer Advocacy Manager

December 24, 2014Dear *** ***:
Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an
opportunity to respond to *** *** ***’s complaint regarding the price per gallonAmeriGas 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 asserts he was charged $per gallon for his delivery in November when quoted another priceWe apologize for the error and his delivery was rebilled at the correct price of $Enclosed is a copy of the new invoiceWe apologize for any inconvenience caused to *** ***’s and trust this responseaddresses 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,
Jill D
Customer Advocacy Manager

From: Amerigas Customer AdvocateDate: Fri, Sep 30, at 1:PMSubject: Revdex.com Complaint #*** *** ***To: "***" Cc: "B***, Don" , "W***, Rhonda"
Ms***--- Please accept the attached as our official response to Mr***’ complaintPlease do not hesitate to contact me should you have any questions. Respectfully,Michele O’*** AmeriGas Customer [email protected]: ###-###-#### Thank you for giving AmeriGas Propane, L.P., d/b/a *** Gas (“AmeriGas”) an opportunity to respond to *** ***’ complaint regarding tank removalAmeriGas 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. Mr*** is correct he did call in May of to have us remove our tank from his residence. Unfortunately, we failed to do so in a timely manner, however, we did pithe tank on September 27. We value all of our customers both past and present and apologize to Mr*** for any inconvenience we may have causedWe 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 me. Sincerely, Michele O’*** Michele O’*** Customer Advocacy Specialist Cc: Don B***, Area Director Rhonda W***, District 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 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,
*** ***