AmeriGas Propane LP

[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:
My primary complaint was the fact that Amerigas was negligent in delivery of propane and my family was without heat for one monthThis complaint was never addressedInstead, Amerigas chose to only address my complaint about them not being able to remove their tank from my property for one month.
I am thoroughly disgusted by their continual lack of customer service and concern for their customers safety (i.eNo heat for one month despite being told multiple times that I would have my propane delivered)For this, no apology was given! I do not care if I hear from them againTheir actions are more telling than any apology they may provideI will never recommend them or use their services ever again
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.
Regards,
*** ***

In February I informed Floyd Propane, *** *** **, that I wanted no further deliveries as I was going to switch propane companiesIn March they went ahead and delivered close to gallons of propane and I had no choice but to pay for itI told them then that I was switching propane companies and no further deliveries were to be madeI informed them that I would have to wait until fall and winter to use the propane they delivered because in March we no longer used the heat and Floyd Propane said they did no reimbursements for propane not used in tanks when we were switching providers
In December while the changing of companies was in progress the church ran out of propane and scheduled a gallon delivery, again informing them I was switching companiesOn January 12, Floyd propane delivered gallons, returned a week later to perform a leak check and start the heaters againThey billed the church $per gallon because we had no deliveries since l

February 4, 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*** ***’s account went into collections because she was not paying enough to keep her balance currentAs requested in her letter we have attached a spreadsheet showing both her current balance owed as well as the credit for the propane remaining in the tank when it was removedWe value all our customer’s both past and present and trust this response addresses her 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,Michele O
Customer Advocate

Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond *** ***’ 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. Ms*** is correct she was charged both a tank rental and removal feeThese are AmeriGas’ standard fees and they are clearly outlined in our Terms and Conditions, which are given to all of our customers when they begin service with us and can also be found on our website www.amerigas.com.
However, as a courtesy to Ms*** we have removed both of these fees and will be refunding her an additional $Ms*** can expect to receive her refund in the next several weeks. We thank Ms*** for her patronage and trust this response addresses her concernsIn light of the foregoing, AmeriGas reasonably considers this matter closed. Sincerely, Michele O’*** Michele O’*** Customer Advocacy Specialist

February 2, 2017Dear *** ***:Thank you for giving AmeriGas Propane, L.P, (“AmeriGas”) an opportunity to respond to *** ***’s complaint regarding her propane usageAmeriGas 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 her account shows we received *** ***’s request for delivery tickets to be left at her homeUnfortunately, your local AmeriGas office only leaves delivery tickets for a customer if they are homeThis is a privacy measure, as the tickets contain personal informationWe apologize if *** *** was not informed she would need to be home to receive her delivery tickets.To address *** ***’s concern of increased usage; our records show neither her usage nor price per gallon has gone up significantlyThis can be seen in her last deliveries as listed below.• gallons billed at $per gallon on January 24, 2014• gallons billed at $per gallon on October 28, 2014• gallons billed at $per gallon on February 20, 2015• gallons billed at $per gallon on January 6, 2016• gallons billed at $per gallon on September 16, 2016As witnessed above, her price per gallon has decreased since and her delivery amount shows a consistent patternWe are unsure why *** *** believes her usage and cost have increased.Attempts were made to contact *** *** via email and phone with no successTo further discuss her concerns and schedule tank removal, we invite *** *** to contact Rick C***, the local Operations Manager at ###-###-####In working with *** ***, she will not be charged our standard service dispatch fee of $and tank pump out fee of up to $upon tank removalPlease note however, she will not receive a refund for the unused propane due to our no refund policy; which is outlined in our Terms and ConditionsWe suggest *** *** use the remaining propane prior to scheduling her tank pick up.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***Customer Advocacy Specialist

*** *** ** *** *** ***
*** *** *** *** *** ** *** **
*** *** *** *** * *** *** ***
*** *** *** ***
*** ***
*** ***
*** *** *** *** ***
*** *** *** *** *** ** *** **
*** *** *** * *** *** ***
*** *** ***
*** *** *** *** *** *** *** ***
Dear *** ***,
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
###-###-####

I contacted Amerigas about a Safety Concern with the location placement of a tankIt would vent into my RV during filling process or if a relief valve operatedInstead of making the slight adjustment of the location, they removed the tank containing Propane I have already paid for

May 15, 2018Dear *** ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to *** ***’s complaint regarding a fee for tank removalAmeriGas takes any complaint by its customers seriouslyUpon receipt of *** ***’s complaint, we investigated the allegations
contained therein and provide the following response based on our findings.As explained in our Terms & Conditions, customers are customarily charged a Service Dispatch Fee to cover the costs associated with dispatching a service technician to a customer’s residence to pia Company-owned tank*** *** was correctly quoted the $Service Dispatch Fee for the tank removal.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.Sincerely,Jill RCustomer Advocacy Manager

Amerigas has been billing me on the 27th of each month, and sending me a notice with a $late fee n the 21st of each monthI am a disabled mother of in low income housing, and all residents are required to have Amerigas propane for our heat and cooking gas, despite the fact that we are charged more per gallon than other local companies would chargeI have been charged a late fee the last the months of $per monthAt this rate, I will pay Amerigas an extra $per yearThere is no oversight for this industry by The Board of Public Utilities , and I do not have free money to give Amerigas
Remove late fee, and change my billing cycle to the first of each month

From: Amerigas Customer AdvocateDate: Tue, Jan 23, at 3:PMThank you for giving AmeriGas Propane, L.P, d/b/a San Juan Propane (“AmeriGas”) an opportunity to respond to *** ***’s complaint regarding billing concerns
AmeriGas 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. We apologize for the confusionMr*** has been in communication with Jim E*** as well as Erick C***, the district managerThey are assisting Mr*** with purchasing his own tank. We value our customers 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* Thank you, Melissa F*AmeriGas Propane, LPCustomer Experience Specialist***

[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 ***. After establishing communication, the problem was resolved quickly by Brenda and Gary.
Regards,
*** ***

In May 2016, I purchased a gallon underground tank, installed and filled by Amerigas out of Brooksville The tank was filled once at the rate of $per gallon and a 2nd time for $per gallon I called them to fill it again in March of and they sent me a bill for $per gallon! I called them on 3/and spoke with a woman who said that she could re-bill the invoice at $per gallon That was the best she could do Today, I went online to pay the bill and nothing as changed So, I called again This time, I spoke with Dee This woman does not have ANY customer service skills and it appears from the reviews nationwide with Amerigas - no one employed with them does She was extremely rude She told me that since I didn't write down the person's name I spoke with originally so there was nothing she could do When I complained - again - she said she would go talk to the manager She put me on hold while I was asking her a question and then left me on hold for minutes When she came back, she said the manager would correct the invoice as promised and that I could pay it from their online gateway and hung up on me! Several minutes later, I went on the Gateway to pay the bill and there's an error The balance is correct but the only option was to pay the wrong invoice for the higher amount I was so disgusted with them because of Dee's stellar customer service skills that I asked my Assistant, Julie, to handle the return call (as my original call was to pay the bill) She called and asked for the manager but he wouldn't take her call Instead, she got the oppportunity to speak with the customer-friendly Dee She told Julie he wasn't there (gosh - he was just there!) He must be a slippery one! Anyway, she told my Assistant that he might or might not call back (I'm banking on NOT.) So, my Assistant left a message for a return call Also, my Assistant called around to find out how much propane was going for - she even called this office! Dee spoke to her and told her $per gallon - fill it today But, I guess, special for me, since I'm a customer is to be gouged for $ She was also told that the rate does slide up and down and the quantity purchased also effects it However, other propane companies in Brooksville were rangng from $to $and we asked each of them if their rate had been over $per gallon within the last months and they said NO So, Amerigas is obviously gouging me as a customer (makes me feel so special!)They sure know how to make their customers feel appreciated! So, we called Amerigas Customer Service number online and ask if we could return the gas - they said absolutely - just call the office and have them come get it So, we did and Dee - happy Dee - told us that they don't come get gas but she would let the manager know (the one who is never there) if and when she saw him She also threatened to have my tank removed (she assumed I was renting it) if we removed the gas (I own my tank.) So, we called back the National Customer Service number and they said to give them hours and they would get it resolved for meI called them this morning because I wanted to know where my $and change refund was I'm angry at how I have been treated and now - gouged I want them to come get the gas, delete the bill and best to them I don't EVER want to deal with an organization that employs people who act like Dee did I didn't bother to check the reviews online of this company before I did business with them This is something I usually do and I'm kicking myself that I didn't There are SO MANY bad reviews on ALL of their locations and it appears that my argument is similar to hundreds of other people Just on the Revdex.com are reviews and are negative How do they get an A- score with our of reviews being negative? Only ONE review is positive! Oh my gosh! I am so unhappy with myself if I had JUST taken the time to read the reviews, I would NEVER have used them Those bad reviews are warnings and so is this one Another lesson learned - ALWAYS check the reviews! This bad decision that could have been avoided!

Thank you for giving AmeriGas Propane, L.Pd/b/a Titan Propane (“AmeriGas') an opportunity to respond to Eric ***'s complaint regarding tank ownershipAmeriGas 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 Mr*** has several AmeriGas owned tanks on his propertySince there are several gallon tanks located on the property and he did not specify which tank is in question we have enclosed the signed leased agreements listing the serial numbers of the equipmentThese documents serve as proof of tank ownershipAmeriGas 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*** Customer Advocacy SpecialistCc: Tony W***, Area DirectorDerek P**, District Manager

I had 55% of my tank when I noticed a gas smellI called Amerigas and a technician came out and verified there was a leak at the valvingHe pointed out that the valving of the tank had not been serviced since the tank was installed in and was the cause of the smellHe tightened some fittings and leftApproximately weeks later I smelled gas again and called for serviceThe technician again came out and agreed that he smelled the leakMy tank was now at 30% in less then a month when I typically use 5% per monthThe technician left a note on the tank not to fill it and when it got to 5% they would empty the tank and re-valve itIn the meantime, different trucks showed up to fill the tankApparently there is no communication between the techs and dispatch or management?
On December 31, I swapped to another serviceTank rental was half the cost as AmerigasI called Amerigas that morning to inform them I was changing serviceWe got disconnected and I tried for minutes and no one would answer the phoneI called the Amerigas corporate office and explained the situation to themI rented the tank for the month of November and December but was only credited for months of tank usage even though I only used it for two months of the next contractI called the local Bishop office and explained what happenedI got a very rude customer service representative who tried to tell me the tank only had 4% left when the new company tech and I both read the gauge at 8%She refused to credit my account for the extra month and then made a smart-*** remark about really wanting the $creditYes I do, it was my moneyShe also tried a futile attempt at explaining the magnetic gauge was the reason for the error in readingI guess that happens when you don't service a tank for years

When I purchased my last tank of propane they forced me to purchase a full tank however, my tank would not hold gallons The representative wrote on my receipt that they owed me a credit of about gallons
At some point, *** *** became AmeriGas AmeriGas cold called me one day to pre-sell me a tank of propane for $1.99/gallon I advised that I was interested but I wanted to know if they would apply my credit of gallons The Rep was unaware of any credit and advised me to contact the local office I called the local office and they advised that they had sent a check for the credit I advised the check was never received They said they would have to research what happened and get back to me In April I received a bill for $ Thinking it was mistake, I call *** and was told it was not a mistake I asked if they had resolved my credit issue - they said no it was still being reviewed I asked that they remove the tank fee from my account and hold

From: Revdex.com of Metro Washington DCDate: Wed, Jan 27, at 8:AMSubject: Fwd: Complaint ID # ***To: Vernette *** ---------- Forwarded message ----------From: *** *** Date: Tue, Jan 26, at
5:PMSubject: Complaint ID # ***To: MyRevdex.com Info Dear Ms*** :Winnie from AmeriGas left a message on our phone stating that she talked with the manager and they will make a one time adjustment since there was some confusion over the bill. She said these charges will apply for any future service. They are adjusting plus the tax, which is a total of off, leaving a total of 98.82. We paid the invoice of the adjusted amount of 98.82. Reference our check number ***. We appreciate your help in this matterThank you *** B***

AmeriGas stopped delivering propane per its regular schedule due to its claim of an unpaid invoice from a year prior *** was never notified of an unpaid invoice in the many invoices/statements received during the interim period Further, AmeriGas has to date not provided a copy of this unpaid invoice despite repeated requests to do so
As a result of AmeriGas’ refusal to deliver propane without notice, *** lost a day of production at a significant cost
The amount under dispute (shown on 2/13/letter from collections agency as $167.99) is presumably this unpaid invoice from that has never been provided (and the specific amount of which *** is unaware) plus a $fee charged by AmeriGas to pick up its empty canisters from our facility upon our changing suppliers There may be service fees as well which are being claimed, but, again, *** has not received any detail accordingly
In fact, the 9/22/Final Invoice from AmeriGas shows “Tota

[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:The information provided is incorrectAgain, I have a surveillance video that can show employees accessing my backyard after knocking on my front door during all these months, except in MarchI had given Amerigas the access code to be written on file, yet they continuously ask me for my passcode every time an employee shows up This just proves the point I made in my earlier responseAmerigas conducts it's business in a cunning way and I question their business and social ethics. It's a great advantage for me to switch to another energy provider. For example, real estate properties in my area enjoy higher resale value when their energy source does NOT depend on Amerigas propaneThat's a fact that's been proven all over the news and the city officialsI obviously can see the reasons behind the way Amerigas business ethics and reputation devalue the resale value of housesI refuse to be a victim of this monopoly.
Regards,
*** ***

Thank you for giving AmeriGas Propane, L.Pd/b/a Titan Propane (“AmeriGas') an opportunity to respond to Eric ***'s complaint regarding tank ownershipAmeriGas 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 Mr*** has several AmeriGas owned tanks on his propertySince there are several gallon tanks located on the property and he did not specify which tank is in question we have enclosed the signed leased agreements listing the serial numbers of the equipmentThese documents serve as proof of tank ownership.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*** Customer Advocacy SpecialistCc: Tony W***, Area DirectorDerek P**, District Manager