AmeriGas Propane LP

October 15, Dear MsButts:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to *** ***’s complaint
regarding tank removalAmeriGas 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 did request we piour tank when she purchased her property from one of our customersSince receiving this letter *** *** has been in direct contact with her local district regarding this matterA member of our staff explained to *** *** we had been out to her property to pick up the tank but unfortunately when we got there we were unable to remove the tank with the equipment we had on handThe tank on her property needs to be removed with our crane truck, which happened to be out of service at the time*** *** indicted she was not aware we had been to her property and by the end of their conversation she was in agreement of the October 17th pidate.We apologize for any inconvenience we may have caused *** ***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

December 4, Dear *** ***:">Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to *** ***’s complaint regarding her furnaceAmeriGas 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*** *** is correct she did contact her local office regarding a problem she was having with her furnaceThe first time our service technician went to her home he repaired what he thought to be the problem but unfortunately the problem persistedOur technician returned and again thought he corrected the problem however, *** *** reached out for a third time with the same issueOn the third visit to *** ***’s house the district sent out a more experienced technician to investigate the problemThe technician discovered the problem to be with the wiring from the transformer to the furnace so he corrected the issue*** *** reached out again about a week later for a problem with her pilot light which we fixed immediatelyWe believe everything has been corrected and is now workingAmeriGas District Manager Jack M*** did try to contact *** *** directly to discuss this matter but unfortunately he has not been able to reach her and she has not returned any messagesWe do apologize for any inconvenience we may have caused and only charged her account for the initial service callI trust this response addresses 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 meSincerely,
Jill D
Customer Advocacy Manager

September 18, Dear MsButts:Thank you for giving
AmeriGas L.P(“AmeriGas) an opportunity to respond to *** ***’s complaint regarding a refundAmeriGas 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.On July 22, *** ***’s account was credited $for the tank rental fee he receivedOn August 11, *** *** was issued a refund of $for the remaining gas in the tank during its removal*** *** did not have $worth of gas remaining in the tank and we apologize if he was told this prior to the removal*** ***’s account has been final billed with a zero (0) balance.We value our customers both past and present and apologize for any inconvenience caused to *** ***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
Customer Advocacy Manager

April 22, 2015Dear *** ***:
Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to again respond to *** ***’s complaint rebuttalUpon receipt of *** ***’s rebuttal, we further investigated the allegations contained therein and provide the following response based on our findings*** *** is correct after changing over her tank status to customer owned we did send her an AmeriGas Customer Owned Propane Supply agreement for considerationUnfortunately, *** *** did not like all of the terms in this agreement and sent it back to us with changes she would like us to makeWe have reviewed these changes and are unable to meet her request at this timeWe value *** ***’s business and sorry we won’t be able to retain her as a customerIn light of the foregoing we reasonably consider this matter resolvedIf you have any questions or require further information, please feel free to contact meSincerely,
Michele O
Customer Advocate

June 11, Dear *** ***:Thank you for giving AmeriGas Propane, Ldba Sawyer Gas (AmeriGas) an opportunity to respond to *** *** 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.*** *** informed our Service Manager, *** *** he would be switching to another propane supplier*** *** would not allow us to remove the tank from his property, prior to receiving a refund for the gas currently in the tankTherefore, a percentage reading of the propane remaining in the tank will take place and refund will be issued*** *** should allow a couple of weeks for the refund to arrive.We value our customers both past and present and apologize for any inconvenience we may have caused *** ***In light of the foregoing, AmeriGas reasonably believes this matteris on its way to being resolvedIf you have any questions or require further information, please feel free to contact me

July 16, Dear *** ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to *** ***’s complaint regarding her meter read feeAmeriGas 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.AmeriGas does charge a monthly $meter read fee to our metered customersAs a courtesy, District Manager, *** *** has adjusted ***’s account to receive the $fee every other month*** has made multiple attempts to inform *** of the change and has left voicemail.If *** has any other questions regarding our policies and procedures or her account, she should contact her local office at ###-###-####.We appreciate ***’s business and look forward to continuing to provide her with serviceIn 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 as Answered]
Complaint: ***
I am rejecting this response because:You are not at all addressing my concern. I wrote regarding your Terms & Conditions as well, not just a refund. I don't appreciate your lack of concern in this matter
Regards,
*** ***

Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to *** ***-***’s complaint regarding tank removalAmeriGas 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 confusion with Ms***-***’s accountWe have removed all charges and her account was final billed with a zero (0) balance. We value our customers both past and present and apologize for any inconvenience to Ms.***-***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*** Jill D*** Customer Advocacy Manager Cc:Jeff G***, Area Director John R***, District Manager

I received a bill for a refill in early DecemberI was stunned to see a 2.23/ gallon chargeAfter calling AmeriGas, I was told there was a "glitch" in the system and the price should be After checking with local providers, the price is around half that, even if you aren' t a customer! I am outraged and after reading reviews, I see this is a common issueI can only imagine the money they have made on folks who shake their heads and just pay the bill Our household will be looking a new provider

This is the worse company everI would continually get billed an outrageous amount and have had to call them every time to get the price adjustedOn 12/18/I called because I was smelling gas and got a voicemailI left a message and got a call back the next dayI informed the girl that I was smelling gas and that I also needed a refillShe asked me how much I had and I said about 20%They sent a repair guy out same night to fix the gas leak (the only good thing they did) and supposedly scheduled a propane deliverOn 12/26/my husband called to find out when we were going to get the oil delivery and the girl said that she had no record of me placing an order and would send someone out in 2-daysHe informed her that we were just about emptyon 1/3/and 1/4/I called all day and only got dumped into automatic voicemailI left several messages and never got a call backFinally I called the number for a gas leak in order to speak to someone and apparently it was only a call center who took a messageBy 1/5/I had not heard back from anyone and ran out of propane in the meantimeI called the company on the gas leak line again and told them I wanted the tank removed ASAPWhat a surprise, the local office called me right back and instead of apologizing and saying they would deliver propane they only verified that I wanted my tank removed

I was a long time customer of Amerigas--actually cannot say "was" because I cannot seem to end the relationship For many of those years I was satisfied with my service I even remained with them through several years of substantial price increases, but after seeing their contract price for the 2017/season, I decided that I had had enough I was able to secure a yearlong price from another provider at 1/of the price of Amerigas' loprice (without having to pay a contract fee)Though I have made several calls, no action has been taken by Amerigas I have a substantial credit balance with them and I suspect they are stalling to hang onto those funds When I first called I was told that they were behind on the tank pickups because of "wet weather"--we were in the middle of the driest October in history I had been warned by others that they would delay picking up the tank, but I just could not imagine that a business with such practices could remain viable Add my name to the long (and increasing) list of multi-year dissatisfied customers Just wish I could figure out how to get to "former" customer

I purchased this property and called *** and asked them to remove their propane tankThey told me the owner prior to closing had to notify themI had the realtor have him call and let them know he was closing his account and I was not going to use *** Propane.Which he did.I also called them days in advance and let them know I was not going to use them and to remove their tankThey said the previous owner would have to call Which he did .They were out their yesterday June 27th and locked the tank out but did not pick it upI called their office this morning to see if they took their tank and they did notThey wanted to know if I was going to use themI made it quite clear several days in advance I was not going to use themThey told me this morning they had up to weeks to remove it and they would pick it up when they had time..In the mean time I have not propane to cook or hot waterI got rid of them at my Reno house because of their attitude towards their c

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***Good afternoon, Thank you for giving AmeriGas Propane, L.Pan opportunity to respond to *** *** complaint regarding tank ownershipAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of her complaint, we investigated the allegations containedtherein and provide the following response based on our findings.A review of our records shows that the tank was leased from *** *** back in Please find attached Equipment Lease and Gas Supply Agreement, signed by *** ***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. Thank you, Melissa F* *** **
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February 18, 2015Dear *** ***:
Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an
opportunity to respond to *** ***’s complaint regarding an order we deliveredAmeriGas 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.AmeriGas would like to sincerely apologize to *** *** in regards to this matterAfter reviewing the conversation between *** *** and our Customer Relations Representative, it is clear *** *** was not only misinformed in regards to delivery expectations, but a failure to remind him of our 7-business day delivery time frame also occurred
We again apologize for the miscommunication and will use this situation as a learning tool, so to hopefully avoid this from happening againAs indicated to *** *** in his second phone call, AmeriGas does have a standard 7- business day window for all deliveries to our Will Call customers, which we were in accordance with when we made his delivery on February We value *** ***’s business and trust this response addressed his concernsIf you have any questions or require further information, please feel free to contact meSincerely,
Michele O
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:Amerigas still hasn't given me a reason why they sold me more than my tanks capacityThat should be evidence enoughTheir 2nd response was the same as their first.
Regards,
*** ***

I have been discussing with Kelly at the Amerigas location in Hampton, CT regarding removal of a very large propane tank owned by Amerigas that is sitting in my driveway of my summer home at Laurel Ridge Rd., Woodstock, CT, This discussion has been going on for over eight monthsAt first I was told the removal could not be done in the winterWhen I called this spring I was told repeatedly "in two weeks" every time I calledI called again a few days ago and was told the office manager Kelly was away on vacation and the person who answered the phone asked if she could helpI explained the situation that I needed this tank removed and she researched it and said there was no record of any calls by me or pickups scheduledBasically, the manager has been lying to me for months hoping this problem will go awayI am also contacting the local and state fire marshals office and making an entry on Angie's List and other review sites about the disreputable nature of this company o

Company filled my gas tank without authorization as we are call only for refill account Then proceeded to bill for services that I did not request I went ahead and over a week period attempted to contact company and call center directly and have paid balance just to resolve issue and get gas turned on and they have still not had a member of managment call me after several requests and several promises of a return call THey also made an appointment to return to my home to turn gas on and have not done so So bill is paid and services have not been restored as promised I have been without a cook top for over weeks and through the Easter holiday due to their lack of communication and issues with the Beaufort SC office phones THe call center as well has not been able to assist (main office)
They also came on my property without my authorization and without ordering services in the first place

June 16, 2014Dear *** ***:Thank you for giving AmeriCas Propane, L(AmeriCas) an opportunity to respond to *** *** complaint regarding a tank removalAmeriGas takes every complaint by its customers seriouslyTherefore, upon receipt of *** complaint, we investigated the
allegations contained thereinWe have concluded our investigation and provide the following response.During the tank removal Service Technician, *** *** asked *** if removing the second tank was what he wanted and *** replied yes, pick it upA refund of has been issued to *** should allow a couple of weeks for the refund to arrive*** account has been final billed with a zero (0) balance.We value our customers both past and present and apologize for any inconvenience to **.***In light of the foregoing, AmeriCas reasonably believes that this matter has been resolvedIf you have any questions or require further information, please feel free to contact me

June 29, Dear *** ***:">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 findingsDistrict Manager, Scott F* was able to speak with *** *** regarding this matterTo resolve the matter MrF* agreed to lower *** ***’s contract price per gallon, apply a $coupon to her account and install a shut off on the second stage regulatorIt is my understanding that *** *** was satisfied with this resolutionHowever, should she have additional questions or concerns regarding her account she should contact her local office at ###-###-####.We value our customers and apologize for any inconvenience caused to *** ***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,
Haven D***
AmeriGas Field Service Center
Customer Advocacy Department
###-###-####

July 5, 2016Dear *** ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) the opportunity to again respond to *** ***’s complaintWe have further investigated the allegations and provide the following response based on our findings.During the months of December through March 2016, we were not able to read *** ***’s meterWe did however attempt to read the meter on the following dates:• December 16, 2015• January 20, 2016• February 17, 2016• March 16, 2016Unfortunately, we were not able to access the meter due to not having the proper code for the security gateTherefore, the invoices were billed using an estimated usage methodOn April 20, we were able to gain access and an actual meter reading was performedThe high meter reading indicated our estimates for the previous months were too low compared to the actual usageThus, this caused the April bill to be much higher because it included the propane which they were not charged for in the prior months.We value our customers and trust this response address *** ***’s concernsIn light of the foregoing, AmeriGas reasonably considers this matter closedIf you have any questions or require further information, please feel free to contact me.Sincerely,Michele OCustomer Advocacy Specialist