AmeriGas Propane LP

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***Attached please see AmeriGas’ official response to the above-referenced complaint. Tracie R***
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*** Thank you for giving AmeriGas Propane, L.P, (“AmeriGas”) an opportunity to respond to Kirk Guier’s complaint regarding damage to his property and billing issuesAmeriGas 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 prior to receiving this complaint, we had no knowledge of a damage claim from *** ***We have gone to his home, in addition to attempting to make contact via phone several times with no successWe urge *** *** to contact our local District Manager, Terry B*** at ###-###-#### to discuss any concerns regarding damage so we may investigate the claims.Regarding billing for tank rent, *** *** has three tanks on his property, which would all be subject to our tank rent charge as outlined in our Terms and ConditionsHowever, *** *** was only charged rent on one of his leased tanksIn further working with *** ***, one of the two tank rent charges, as well as all late fees have been credited back to his accountHe currently has a balance due for the lease of one tank in the amount of $Again, *** *** can contact MrB*** to discuss this furtherAt no time was *** ***’s credit affected by our collection attempts.AmeriGas reasonably considers this matter resolvedIf you have any questions or require further information, please feel free to contact the customer advocacy department at ###-###-####

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

[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 *** As requested, the needed information is as follows:Energy North Propane** *** DriveConcord, NH 03301Account Number: ***My address at the time of last two deliveries - * *** Drive, Litchfield, NH Last invoice number issued: ***dated 1/21/
Regards,
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From: Revdex.com of Metro Washington DCDate: Mon, Jul 10, at 8:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: *** *** Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: *** *** Date: Sun, Jul 9, at 9:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: Revdex.com I never received a notice to reply to the complaint, we did have a one year agreement with the company but at current market pricesAt the end of the year they jacked up their prices nearly 50% with no notice to usStill not a justified increase for someone who always paid in full and on time!On Sun, Jul 9, at 1:AM, Revdex.com wrote:

We had been a customer of Briceton Gas for several years and have always purchased our fuel in bulk upon a phone call rather than purchase it monthly or have regular refills We did this because we have a large wood burner that provides much of our homes heat and it has always been easier and cheaper to buy once or twice a year We have always paid on time Amerigas bought out Briceton a couple of years ago In October of they filled our Briceton/Amerigas tank and our large personal tank that we own for us In August of we called and requested a summer fill of the two tanks We were told that they do not do summer fills and could not help us, but they would be happy to fill our tanks in October at a cost that was $per gallon higher than our other local propane dealers We declined and said we would find someone else who would do a summer fill We did this and they filled our personal tank We finished using the Amerigas fuel, then disconnected it from our line an

They price gouge there customers! They have no customer service skills at all I would prefer to give them no stars but it made me give at least

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Please accept the attached letter as our official response to *** *** 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
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January 9, 2015Dear *** ***:">Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to *** *** ***’s complaint regarding a special trip chargeAmeriGas 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 account is set up as a will call accountSimply stated, *** *** needs to call his local office to schedule a delivery allowing ample time for delivery*** *** called the office for a delivery because he ran out of propaneAt the time, *** *** was advised he would have to pay the special trip charge for same day delivery and the safety leak check fee since he is a will call account, delivery time is five (5) to seven (7) business daysSince *** *** was so upset about the charges and running out of propane, Office Manager, Sandy A*** waived the safety leak check fee and *** *** paid the special delivery charge*** ***’s account has since been final billed with an account balance of $We value our customers both past and present and it is unfortunate we were unable to keep *** *** as a valued customer and we apologize for any inconvenienceIn 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

I have been a customer for well over 6yrs longer than this company has been in Mt dora it was Heritage oil and the customer service was superb!!! Since it has been Amerigas they have not only lost customers but employees as well that in itself speaks volumes!! I have been a will call customer for years that is when you call and pay prior to delivery the rates are now higher than any other company in the area most people have natural gas but unfortunately I have to purchase propane and the minimum is gallons but just recently was told I had to purchase at least gallons I had to call corporate and was told their minimum was but since I was quoted at gallons they would allow me to purchase the gallons, but nevermind as a customer of 6yrs and had always purchased why wouldn’t I be able to? When deliveries are made I have requested to have a delivery ticket be left because there have been issues where I pay for gallons but will get less delivered I have a meter on the

April 10, Dear *** ***:
sans-serif">Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to *** ***’s complaint regarding serviceAmeriGas 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 findingsOur Legal Department has been in contact with *** *** regarding this matter and is currently working on an agreement for a resolutionCustomer Advocacy Manager, Jill D*** was also able to speak with *** *** regarding her concerns with her local officeWe apologize for any inconvenience caused to *** *** and we reasonably believe that 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

I believe that Amerigas Corporation discriminates against persons economic statuson two different occasions 01/05/and 03/07/i placed orders for delivery of propane for heating purposeswas told 7-days for deliveryduring the first instance I called back twice to try and get confirmation on delivery date and could not be provided with that date, "i was told we have drivers in that area all the time and it should be this week"then when I informed them that I was completely out of propane and had no heat their answer was to charge me $for an emergency deliveryafter an emailed complaint to support they told me that it is recommended that a customer call for delivery when they are greater than 30% capacity remaining, which I did not know, and that the 7-days was business days not consecutive days, even though on their website my expected delivery date was consecutive days not the business days they reportedthen with out consulting with me they took the $

May 1, 2014
Dear ***:Thank you for giving
AmeriGas Propane, L.P(“AmeriGas) an opportunity to respond to ***’ complaint regarding her accountAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of ***’ complaint, we investigated the allegations contained therein and provide the following response based on our findings.*** account was set up as a forecast customer in our system, which means she would receive automatic deliveriesWe made a delivery to *** on January 24, at a price of $per gallon and on March we agreed to reduce this price by $per gallonWe then received an email on March stating that she would pay 25% of the bill and make payments on the remaining balanceOn March we received an email from *** requesting we change her account to a Will Call status, meaning she would contact us when a delivery was neededOn April *** contacted her local district office regarding an unauthorized payment being withdrawn from her bank accountThe district explained to her that this would have been done at corporate headquarters and advised her to speak with them directlyOn April ***’ local district office was notified by our Customer Care department that the payment she was referencing should have gone to *** *** not us and also that *** wished to have her tank removed***' tank was pickon April and her account was credited back for the remaining propane within*** account now shows a zero balance.We value our customer both past and present and 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 me.Sincerely,

June 28, 2017Dear *** ***:Thank you for giving AmeriGas Propane, L.P, d/b/a Sawyer Gas (“AmeriGas”) an opportunity to respond to *** ***’ 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.A review of our records show *** *** requested tank removal in March As this is an underground tank, removal is more extensive and can take longer to schedule depending on staff availabilityAfter speaking with *** *** a decision was made to abandon the tank, pump it out and fill it with water to comply with local and state safety regulationsThis was done at no charge on June 22, *** *** is satisfied with this resolution and her account has been closed with a zero balance.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 RCustomer Advocacy Specialist

Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) the opportunity to respond to the above-referenced complaint, wherein Mrs*** expresses concern over her billingWe take complaints from our customers very seriouslyAt the outset, please know that we have spoken to Mrs
*** since the filing of Mr***’s complaint and understand that she is pleased with AmeriGas’ service and the steps taken to address their concerns. As a threshold matter, AmeriGas denies that it is engaging in price gougingWe understand and appreciate that some of our customers may not be aware of how their propane is priced and therefore may suspect our prices are too highWith respect to specific allegations in Mr***’s complaint, we conducted a review of his account and provide the following response. By way of background, Mr*** is not participating in any of our Guaranteed Price Protection (GPP) programs which allow a customer to lock in their propane at a specific price or enter into a budget pay agreementAs such, Mr*** is considered a market based customer and pays a price per gallon set by the company on the date of deliveryAs is common in the propane industry market based pricing is generally based upon volume and is broken down by tiers, i.e., customers are placed in tiers based on their annual usage volumeGenerally, the higher the customer volume, the lower their price per gallon will beThis is because customers who use very little propane on a yearly basis have a higher cost of delivery. Mr***’s last delivery was for gallons during which he was charged the correct price per gallon of $On August 7, AmeriGas reviewed the GPP programs with Mrs. *** and we offered her the option to pre-purchase propane or to join any of the existing GPP plansMrs*** refused the offers. Additionally, Mr*** expressed that he contacted the City of Clearwater and was offered a rate of $per gallon for the first yearIn addressing Mr***’s concern that other propane companies offer lower pricing, it is a common practice in the propane industry to offer “first fill” or very attractive introductory pricing to new customers that is at or below market ** *** ***, Valley Forge, PA ###-###-#### rates as a vehicle to attract new businessThis “first fill” pricing is markedly different from a competitor’s market-based pricingWith regard to the various prices propane users in the area are paying for propane, we do not know if these customers are receiving gas at a locked in price, at a first fill price, are members of a buying group, or are under some other pricing program that many propane companies offerThus, simply comparing one price offered by a competitor against AmeriGas’ price is not evidence that AmeriGas is overcharging its customers. AmeriGas strives to be the best propane company in the countryAs such, we seek to differentiate ourselves from our competitors by providing our customers with numerous additional services beyond the simple delivery of propaneThese services include: a driver and service technician on call hours per day at our District Office, a 24-hour emergency call center, an extensive safety department which provides safety training year round to our employees, and online customer account accessProviding these services to our customers means that sometimes our prices may be higher than our competitors who do not offer the same high quality of customer service. After speaking with Mrs*** on August 22, to explain our pricing and to hear her concerns, we offered to send a new bill for the last delivery and price match that delivery to the City of Clearwater’s rate of $per gallonAt this time, AmeriGas also offered Mrs. *** a floating price contract that matches the City of Clearwater’s rate and to revisit the GPP plans next summerMrs*** agreed to review the offered contract and to contact AmeriGas with how she would like to proccedAdditionally, we offered to conduct a thorough check of the tank and system she is utilizing to assure it remains in proper conditionIf Mror Mrs*** would like further explanation of their usage, they can contact Clearwater AmeriGas District Manager, Gary B***, at: ###-###-####. I trust that this letter adequately responds to the issues raised in the above referenced complaintIn 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 Jill D*** | Customer Advocacy Manager | AmeriGas | ( ###-###-####

Just had our tank refilled (g) at a cost of $3.21/gallonOther local Lexington propane suppliers are charging $1.99/gallonCalled Amerigas and the most they would offer was dropping it to $That would make them a profit of $on our fill aloneThis company basically extorts money from their customersThey need to be investigatedAfter reading all the other complaints/reviews, we are not alone

September 15, 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 findings.We apologize for the inconvenience we have caused *** ***To resolve this matter *** ***’s account has been credited $for late fees and service*** *** currently has a zero (0) balancePlease let this letter serve as confirmation that no derogatory credit information has been reported to any credit bureau or credit reporting agencyI trust this response addresses *** ***’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 meSincerely,Jill D
Customer Advocacy Manager

I recently had a propane delivery from Amerigas, at the end of October, for which I prepaid After delivery, I was due back a refund for over delivery, which I requested from this business at the beginning of November I was then informed that refund could take up to weeks for delivery, for which I waited patiently I called Amerigas today to follow up on this refund, which I have still not received I was informed that my original refund request had not been processed, but that they would process it today I asked to speak to a manager, and was told that there was no one available, and that they were "in a meeting" I demanded a call back from the manager, which I never received I called hours later, and asked to speak to the manager, and was again told that no one was available This incident is the second issue that Amerigas has created in processing a refund, and it is absolutely unacceptable This office seems unwilling to satisfy their customers, and I demand my mon

From: Amerigas Customer AdvocateDate: Mon, Jan 22, at 3:PMThank you for giving AmeriGas Propane, L.P, d/b/a Blue Flame Gas (“AmeriGas”) an opportunity to respond to *** ***’s complaint regarding a 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. Since filing this complaint, Mr*** has switched propane providersMr***’s account is now closed with a zero (0) balance. We value our customers both past and present and apologize for any inconvenience to Mr***If you have any questions or require further information, please feel free to contact me. Sincerely, Melissa F* Melissa F*AmeriGas Propane, LPCustomer Experience Specialist***

Was billed on 8/24/for tank rental in the amount of Previously there was never a rental charge for the tank I have been a long time customer but I received no notification that there would be a charge and no bills prior to the August billI have no signed contract stating that I accepted the terms of use
As soon as I received the bill I contacted them to inquire about this charge and was told that it was now standardI told them to remove the tank and credit me for the gas left in it They told me that a removal fee would applyI questioned the validity and stated that I felt it was unfair that I should be penalized when they out of the blue levied the tank charge
I called them every month for the next two billing cycles as they had not picked the tank and were charging me interest on the original bill
Finally the first week of November they picked up the tank when I was not at home I received a bill for late fees and services that were unauthorized

Amerigas Propane Co.is in breech of contract and did not deliver propane to my home and left my family in the coldest days of Decemberwith out fule to heat my homeI fired them via email, and aranged for another company.I had a $CREDIT, some how they believe I still owe them money.I told them on the phone I could not access my acoustic on line, they tell me to reset my passwordI told them it will not let meAlso in an email I requested information on what they think I owe them, (ITEMIZED BILL) They have not provided! They send me an invoice via email saying $bal., then I receive late payment statement, last balOf $on 4-14-I don't believe I owe them anything , I have saved all emails pertaining to this matter,I don't want this to effect my credit, because I know they are going to just let the bill escalate and turn in for collectionsI am not going to pay them anything without a discription of why I was bill for $with a $credit.I already ask