AmeriGas Propane LP

Complaint: ***
I am rejecting this response because AmeriGas has failed to address my concernsIn the response, AmeriGas indicated that I "accepted" a price of $If you define "accept" as "pay the bill because I have to have gas to heat and cook" then I suppose that's trueHowever, I had to contact the office several times to get it lowered from $4.xx per gallon to $In the letter, AmeriGas stated that it was difficult to know the competitor's pricingWell, I did all the work for themI gave them the name of the company and the price (of $per gallon) of the competitionThey refused to be competitive.
Now, under pressure from the neighborhood developer and with the threat of losing new home business, they have lowered the price down to $per gallon.
All I'm asking is that AmeriGas be competitiveThey forced me to pay 30% more than the competition charged because they had me locked into a contract. This is unethical and downright wrongIf AmeriGas is unwilling to refund the difference, then I'd like to propose an alternative solutionI will accept a letter of transfer of ownership of the underground tank to myselfIf AmeriGas will give ownership of the tank to myself, then I can buy gas from their competitor who is honest and fair in their pricing
Regards,
*** ***

March 30, Dear *** ***:">Thank you for giving AmeriGas Propane, L.Pd/b/a/ Flame Propane (“AmeriGas”) an opportunity to respond to *** *** ***’s complaint regarding an emergency delivery 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 findingsDistrict Manager, Robert W*** spoke directly with *** *** to resolve his concern with the emergency delivery feeMrW*** credited *** ***’s account $for the service labor fee and issued him a refund check of $*** *** should allow approximately two (2) weeks for the check to arriveWe value our customers and apologize for any inconvenience to *** *** and trust this response addressed his 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,
Jill 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 as Answered]
Complaint: ***
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,
*** ***

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 ***, and find that this resolution is satisfactory to meBut it is noted Amerigas prices are silly high compared to other propane companies and they will lose customer baseWho needs customers? Will no longer use Amerigas because they sell propane at rates far above the actual cost of propaneIts my fault for not checking that Amerigas was charging way too much for propane Cant fix the price gouging practices of Amerigas because there is no law against it Will warn all future customers about Amerigas all over the internet Hope the $Amerigas overcharged me will out weigh the internet reviews posted on all the internet sightsSure noone uses the internet anyway
Regards,
*** ***

Thank you for giving AmeriGas Propane, L.P, (“AmeriGas”) an opportunity to respond to Michael ***’s complaint regarding a deliveryAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of this complaint, we investigated the allegations contained therein
and provide the following response based on our findings. By way of background, Mr*** is a will call customer, meaning he is responsible for monitoring the propane in his tank and for calling to schedule deliveriesWe recommend to our will call customers that they call when their tank is 25-30% full so that we have enough time to make a delivery to their property before their tank is emptyOur standard delivery timeframe for will call customers is seven (7) to ten (10) business daysMr*** contacted AmeriGas when his tank was empty during Hurricane Irma and his call was routed to another AmeriGas location. Mr*** uses propane for a generator and under the circumstances we had to prioritize deliveries to the most critically necessaryAs an example, but not limited to medical life supporting equipment deliveries needed to take priority. According to our records, Mr*** received his delivery of gallons within two (2) daysWe recognize he was not satisfied with our contingency plan of having another AmeriGas location answering the phone on behalf of our Florida locations but they were either under a mandatory evacuation or were without power, phones and/or internetWe understand some customers did not receive a call back from their local office as quickly as they would have hoped for and we apologize for any inconvenienceWe are still diligently working to get our Florida locations back up and running to 100% and appreciate our customers’ patience at this time. 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. ** *** ***, Valley Forge, PA ###-###-#### Sincerely, Jill D*** Jill D*** Customer Advocacy Manager Jill D*** | Customer Advocacy Manager | AmeriGas

From: Revdex.com of Metro Washington DCDate: Tue, Dec 16, at 1:PMSubject: Fwd: Complaint ***To: *** ***
---------- Forwarded message ----------From: *** *** Date: Tue, Dec 16, at 12:PMSubject: Complaint ***To: "[email protected]" My complaint was that Amerigas continued to bill me for tank rental after the facts outlined in their response to you had taken placeI got bills and threats of collections for years after the events in their response took place. Since my complaint to you these bills have ceased, but I would like the substance of my complaint verified, so that a valid complaint is on file against this company

after being a customer for years, the company is charging $more / gallon for a fixed rate program than a competitor; the problem is that in addition to a tank pickup fee, the company is saying they will credit propane at cents less than the price at which it was was purchased!
the company charges a fee in addition to a fixed rate that is cents higher than other companies and wants to 'charge' cents/gallon fee reducing the refund

I rented a home in Grass Valley CAAmerigas was the company the land lords usedThey overcharged me $on the initial bill, never told me, and I found out on refill callI called amerigas to see about the price for another fill up this last summer after my land lord said they called her and said it was $a gallonTheir other house is yards awayI called to get the same price and was quoted $a gallonI told them that is really highThey quoted me a 'deal' of $and then charged me more than $when they came to fill it upI convinced my landlord to go with a new company and they didI called to cancel the service and had been over charged $on the last fill upThey said it will cost $to come get the tankIf you're not in a contract with them you don't have to pay thisGas is $a gallon with A** propane, they post their prices on their website and if you live in Nevada County CA you should call A** and get rid of AmerigasI don't know how you can run a company like this

In November I ordered Galof Propane I only had about Gal in my existing tank which is a Galtank By the end of December my tank was empty I have had that tank since @ which time I had it filled Last November was the first time I had the tank refilled or serviced The man who came was here minutes I stepped into the house for minutes and when I went back outside he was around the side of the truckI asked him if he waS doneif he put the propane in There is no way he would have had time to place propane in that tank I did not even see the hose off of the truck I asked the man who installed and connected my fireplace to come down and recheck Amerigases work because there is no way I could have burned through all of that propane in one month Mr*** said "there is no way they could have filled that tank in Nov If you look at my history with the company I have paid dollars a year for the tank rental and Novi

We are having a difficult time keeping up with our propane charges to the size of our tank and heating demands of our home including a recent significant issue whereby our boiler needed to be emergently replaced We have been making to the best of our ability regular payments to our bill trying to get caught up
Amerigas has been adding a $dollar late fee to our bill which is compounding and making it more difficult to keep up with payments While the local office has been very accommodating with our requests to refund the late fees, they refuse to refund the most recent late fee charges to our bill
A monthly late fee charge is a ridiculous and capricous figure, and I would ask that it be refunded or at the very least decreased to a reasonable amount that will allow us to get caught up
Thank you
*** ***

Carolane Propane has been my LP gas provider for the yrs I owned my homeOver the past 2-years I've had several issues with what I consider price gougingTheir policy has always been they do not deliver gas until the tank is under 30% About years ago they came in the middle of winter unexpected when we still had 55% gas in the tank and topped it off at a price of over $5/gal (the highest of the year)Totally unexpected when we still had 55% and at a much higher price/gal than normalWe didn't need it or want it at that priceWe paid the bill after complaining about the priceThey did send us a check for $that no way came near what the over charges wereI feel when the price of LP gas sky rocketed we should be warned in advance or at the least asked if we want gas at that price when we still had over 55% in the tank
We called them in mid July this year and asked that no more than gal to be put in our tank (15% in the tank)We wanted no more than gallons due

From: Amerigas Customer AdvocateDate: Tue, Apr 11, at 10:AMSubject: Revdex.com Complaint: *** *** ***To: "***" Cc: "M***, William" , "H***, John" We are in receipt of *** ***’s rejection concerning the above-referenced complaint. After further investigation, we have the following response. Due to the request for our services being suspicion of a leak and a leak was found, we will be crediting all fees for the service call and any associated late feesThe remaining balance of $on her account is for tank rentWe hope these credits remedy Ms***’s concerns. 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: John H***, Area Director William M***, District Manager

I have changed propane companies because of poor service and high prices I have requested the propane tank be removed from my property starting on July 25, I was told this company had up to days before removing tank I called on: Aug13, Aug21, Aug24, and Aug I emailed on Aug14, Today I was told it could be "working days" However, the last delivery from this company was on a Sunday!!
It is unfortunate the service is very poor and their prices are much higher than other companies is this area For example the annual tank rental fee per year is much more expensive The price per gallon for propane is higher plus a fuel recovery fee and hazmat & safety compliance fee!!!
Again my complaint is the poor service, now the long wait for removal of the propane tank

January 13, 2015Dear *** ***:Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to *** ***’ complaint regarding automatic payments with a credit card
AmeriGas 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.*** *** was charged a tank rental fee because he did not meet the minimum gallon requirement the previous yearAs a courtesy, On December 10, a credit of $was applied to *** ***’ account to remove his tank rental fee.AmeriGas local offices do not retain credit card information therefore cannot automatically take payments from *** ***’ credit card*** *** can register his credit card on our online payment system if he would like payments automatically withdrawn from his cardIf *** *** would like help setting up his online automatic payment account he should contact his local office at ###-###-####.We apologize for any inconvenience caused to *** *** and trust this response addresses his 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,Haven D
Customer Advocacy Department

June 29, 2015Dear *** ***:Thank you for giving AmeriGas Propane, L.P d/b/a *** *** *** (“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 June 28, a credit of $was applied to *** ***’s account to remove her balance and late fees*** ***’s account currently has a credit balance of $32.83Please 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 and apologize for any inconvenience we 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,Haven D***AmeriGas Field Service CenterCustomer Advocacy Department###-###-####

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***

Thank you for giving AmeriGas Propane, L.P, (“AmeriGas”) an opportunity to respond to *** ***’s complaint regarding billing and account closureAmeriGas 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. Ms***’s delivery address of *** *** Drive was confirmedMs***’s account was terminated on December 20, due to a request made with our local AmeriGas office during a callWhile Ms*** was a forecast customer prior closing her account, this account closure is why she did not receive a scheduled delivery and ran out of propane Regarding her payments and their application as listed on Ms***’s complaint, we can confirm payments of $213.84, and $were applied to account number ***These checks were concurrent with her invoice amounts and left a credit of $36.00 on this accountAfter further review, we found that Ms*** had an additional account. Account number***-***-*** shows the payments she questionsThere was a charge of $39.99 and $It appears Ms*** made a duplicate payment, leaving a credit of $As both of her accounts are now closed, she will receive a refund for the credit balances. 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: Rich F*, Area Director Kevin S***, District Manager

October 22, Dear *** ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to *** ***’s
complaint regarding tank rental chargesAmeriGas 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 September 17, the tank rental fee of $and late fee of $were removed from *** ***’s account*** ***’s account has been adjusted to no longer generate a tank rental fees*** *** currently has an underground tank and will do our best to remove it as soon as possible*** ***’s account currently has a zero (0) balance.We do apologize for any inconvenience we may have caused *** *** and trust this response addresses her concernsIf you have any questions or require further information, please feel free to contact meSincerely,
Jill D
Customer Advocacy Manager

November 16, 2017Dear *** ***:Thank you for giving AmeriGas Propane, L.P, d/b/a Kingston Propane (“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.Before *** *** purchased the residence, we left a note on the vacant property to call the local office to establish service on March 15, On March 29, 2017, we provided ***, the realtor selling the house, a letter of value for the propane in the tank along with the Supply Agreement for the new home owner to complete and return to AmeriGasWe did not receive a returned copy of the Supply Agreement by May 2017, nor did we have any contact of the new home owner regarding propane serviceSince there was no response regarding the tank, we picked up the tank on August 9, After picking up the tank, we did not hear from *** *** until October We would like to establish service with *** *** and return the tank with gallons of propaneIn order to do so, *** *** needs to fill out the Service and Supply agreement and return it to her local AmeriGas officeDistrict manager, Keith B***, has left voicemails for *** *** and has not returned his calls.We apologize for any inconvenience to *** ***If you have any questions or require further information, please feel free to contact me.Sincerely,Melissa FCustomer Experience Specialist