AmeriGas Propane LP

*** [redacted] [redacted] Please accept the attached letter as our official response to [redacted] complaint If you need any further assistance please do not hesitate to contact us Thank you, Haven D [redacted] AmeriGas Field Service Center Customer Advocacy Department ###-###-####

Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to *** [redacted] ’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 findingsIn addition to receiving this letter Ms [redacted] also contacted her local office directlyMs [redacted] 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 [redacted] he would investigate why she received the delivery in the first placeMrV [redacted] 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 cardWe value our customers and are sorry for any inconvenience caused to Ms [redacted] 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 meSincerely, Michele O’*** Michele O’*** Customer Advocacy Specialist

May 30, Dear [redacted] ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to [redacted] ***’s complaint regarding a tank pick 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 findings.We apologize for the delay in picking up the tank from ***’s propertyWe had experienced a challenge of retrieving the tank due to the wet groundWe were able to safely pick up the tank and a refund of $was issued and mailed to ***.We value our customers both past and present and apologize for any inconvenience caused 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,

*** [redacted] Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to *** [redacted] complaint regarding concerns with 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.It is unfortunate [redacted] was not notified by his HOA that AmeriGas was not awarded the bid for his community and for this, we apologizeIn some cases, homeowners in his community did contact AmeriGas for their own price contract[redacted] asserts he ran out of propane on January 1, 2018, for which we apologizeDue to sustained, somewhat unexpected, colder than weather patterns experienced in many parts of the country, specifically in the Northeast, the propane industry had experienced logistical challengesDelivering propane safely to ensure all of our customers are able to heat their homes is our number one priorityRegrettably, [redacted] ’s usage was higher than projected, coupled with unanticipated delivery requests, resulted in a one-day delay in delivering to himAmeriGas delivered gallons to [redacted] on January 2, As a courtesy, a $coupon was applied to [redacted] ’s account.Since filing this complaint, [redacted] has changed propane providersWe removed our tank on March 1, and he was not charged our standard service dispatch fee for the removalThe balance on the account is $and it due immediately.We value our customers both past and present and apologize for any inconvenience to [redacted] If you have any questions or require further information, please feel free to contact me.Sincerely,Jill R***Jill R [redacted] Customer Advocacy Manager

Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to Ms [redacted] ’ s complaint regarding the price she was chargedAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of Ms [redacted] ’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.Ms [redacted] is correct she was charged our current market rate for her orderMs [redacted] has chosen not to have a contract with us locking her in at a guaranteed priceTherefore, whenever she receives a delivery she is charged the going market priceIn regards to AmeriGas charging fees for disconnect, pump out and removal, Ms [redacted] is correct we do charge these standard industry fees, all of which are explained in our Terms and ConditionsA copy of our Terms and Conditions is given to all of our customers when they sifor our services and are also available at our local district offices and on our websiteSince receiving this letter AmeriGas District Manager John V [redacted] has tried to reach out to Ms [redacted] directly regarding this matter but unfortunately he was not able to speak with herShould Ms [redacted] have any further questions she can contact our local district office at ###-###-####.We value Ms [redacted] ’s business and trust this response addresses her 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,Michele O [redacted] Michele O [redacted] Customer AdvocateCc: Dave B [redacted] , Area DirectorJohn V [redacted] , District Manager

From: Amerigas Customer Advocate< [redacted] >Date: Mon, May 15, at 2:PMSubject: Revdex.com Complaint: Stephen [redacted] 12137319To: " [redacted] " < [redacted] >Cc: "H***, Cindy" < [redacted] >, "G***, Matthew (Matt)" < [redacted] >Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to Stephen [redacted] ’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 findingsA review of our records show Mrand Mrs [redacted] ’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 [redacted] ’s caseHowever, after a discussion with Mrs [redacted] , the early termination and all late fees have been removed from their accountAdditionally, their last delivery was rebilled to their contracted price and the [redacted] ’s budget agreement was restored with monthly payments of $Mrs [redacted] 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 [redacted] Tracie R [redacted] Customer Advocacy Specialist Cc: Cindy H***, Area Director Matthew G***, District Manager Tracie R [redacted] Customer Advocacy Specialist###-###-#### [redacted]

June 26, Dear [redacted] ***: Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted] ’s complaint regarding a refundAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of [redacted] complaint, we investigated the allegations contained therein and provide the following response based on our findingsCredits totaling $have been applied to [redacted] ’s account and on June 25, a refund of $was issuedWe ask that [redacted] allow a couple of weeks for the refund to arrive [redacted] ’s account will be final billed with zero (0) balanceWe value our customer both past and present and I trust this response addresses [redacted] ’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 meSincerely, Haven D [redacted] AmeriGas Field Service Center Customer Advocacy Department ###-###-####

December 8, 2014Dear [redacted] ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to [redacted] s’ complaint regarding a refundAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of [redacted] ’ complaint, we investigated the allegations contained therein and provide the following response based on our findings[redacted] was credited for the gas in the tank when her tenant [redacted] originally moved into the property [redacted] was then billed for the gas, and for the additional delivery she receivedUpon leaving, [redacted] did not pay for the gas, therefore when the account was closed the gas remaining in the tank was used towards her balance due [redacted] did not pay the balance on [redacted] ’s account nor for the gas [redacted] ordered, so no refund is entitled to [redacted] .We do apologize for any inconvenience we may have caused [redacted] and trust this response addresses the allegations in her 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 DCustomer Advocacy Manager

July 7, 2015Dear [redacted] ***:Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to Sandra Culver’s complaint regarding a refundAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of [redacted] ’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.On June 23, a refund of $was issued to [redacted] Our records indicate the check was received and cashed on July 1, 2015.Please let this letter serve as confirmation that no derogatory credit information has been reported to any credit bureau or credit reporting agency.We value our customers both past and present and apologize for any inconvenience to [redacted] 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,Haven D***AmeriGas Field Service CenterCustomer Advocacy Department###-###-####

AmeriGas consistently overcharges me for monthly payment plansLast month I called and was told to continue paying the higher amountMrG [redacted] emailed me and asked if I could pay 35$ per monthI paid $last month I have received a bill saying I was removed from the monthly payment plan, billed at a higher rate, charged $termination fee AND a $late fee I have been a customer of AmeriGas for several years and have always paid my bill Their monthly payment is always too high when one looks my historical use

I purchased a tankless water heater (renai) from the Dundee, FL office and had my 500lb tank filled for the first fill by them as well They installed the heater incorrectly After calls they finally sent a Renai rep to review and he made some changes to the settings and said they installed the wrong size gas hose and recommended immediate fix Then after calls and a personal visit it took this office weeks to make this correction Then I emailed the home office to complain and they said it was escalated to management and someone would contact me within days days later no response This company has extremely poor customer service from top down

August 22, Dear [redacted] ***:Thank you for giving AmeriGas Propane, L.Pd/b/a Fallsburg Gas (“AmeriGas”) an opportunity to respond to [redacted] ***’s complaint again regarding a refundAmeriCas takes any complaint we receive seriouslyTherefore, upon receipt of [redacted] ***’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.As previously stated, [redacted] has never had a delivery totaling $ [redacted] ***’s last delivery of gallons totaling $was on July 21, [redacted] was refunded $for the remaining gas in her tank when it was removed [redacted] tank was not full during the tank removal.We value our customers both past and present and trust this response addresses [redacted] ***’s allegationsIn 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,J?ll D Customer 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: [redacted] I am rejecting this response because: Service was discontinued on July 31, As stated in the response the tank was not picked up until December Since I was charged for rental on the tank for a full year, I should receive a credit from August thru December The credit received did not include the sales tax or other fees incurred from the cost of the gas Regards, [redacted]

April 9, Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to [redacted] ’s complaint regarding a tank removal and refundAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of ** [redacted] ’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.AmeriGas removed the tank from ** [redacted] ’s property on March 29, and a refund of $was issued on April 1, ** [redacted] should allow 4-weeks for the refund to arrive.We value our customers both past and present and apologize for any inconvenience to ** [redacted] 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,

May 13, Dear [redacted] ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to [redacted] ***’s complaint regarding a refund for a tank exchangeAmeriGas takes any complaint we receive seriouslyTherefore, upon receipt of ***’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.AmeriGas does not charge $to use one of our cylinders in the cylinder exchange programWe apologize if the [redacted] Representative relayed incorrect information to ***.We apologize for any inconvenience ** [redacted] experiencedIn 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,

January 28, 2015Dear [redacted] ***:Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted] ’s complaint regarding a refundAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of [redacted] ’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.On January 15, a refund in the amount of $was issued to [redacted] for her tank removal fee and tank rental fee (prorated) [redacted] should allow a couple of weeks for the refund to arrive.We value our customers both past and present and trust this response addresses [redacted] ’s 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

[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: [redacted] I am rejecting this response because: according to what I read it says that new customers enjoy 24/account access it says nothing about new accounts only.Because of this I will be looking around for a new propane company when it comes time to refill my tank Regards, [redacted]

Thank you for giving AmeriGas Propane, L.Pd/b/a Flame Propane (“AmeriGas”) an opportunity to respond to [redacted] ***’s complaint regarding her accountAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of [redacted] ***’s complaint, we investigated the allegations contained therein and provide the following response based on our findings All fees have been removed from [redacted] ***’s account and on May 14, a refund of $was issued [redacted] ***’s account has been final billed with a zero (0) balance and her tank has been scheduled for pick up We value all of our customers both past and present and apologize for any inconvenience we may have caused [redacted] ***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 [redacted] Customer Advocacy Manager

January 12, 2015Dear [redacted] ***: Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted] ***’s complaint regarding the price of her tankAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of [redacted] ***’s complaint, we investigated the allegations contained therein and provide the following response based on our findingsDistrict Manager, Nancy S [redacted] has been in contact with [redacted] regarding this matter [redacted] was informed the correct calculation was used regarding the price of her tank [redacted] was also informed as a courtesy, once the price of the neighbor’s tank is verified, if true her account will be credited accordingly for her tank purchase [redacted] agreed and will contact her local office with her neighbor’s information to verify their tank purchase priceWe apologize for any inconvenience caused to [redacted] and trust this response addresses her concernsIn light of the foregoing, AmeriGas reasonably believes this matter is on its way to being 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 as Answered] ? Complaint: [redacted] I am rejecting this response because:I never agreed to pay a removal fee for their tank.? I will pay only for the rental of the tank for the past year.....I will not pay Amerigas to remove their own equipment...I feel this is just another way for big companies to add extra fees and should be regulated Regards, [redacted] ?