AmeriGas Propane LP

January 9, Dear *** ***:">Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to *** ***’s complaint regarding billing issueAmeriGas 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 findingsWe changed *** ***’s meter a few months ago and we’ve read her meter each month, but it still shows a high usageWe’ll change the meter again to see if it solves the issueOn January 8, a credit of $was applied to *** ***’s account removing her late fee*** ***’s payment of $was also received on January 8, and her account currently has a zero (0) balanceWe apologize for any inconvenience caused to *** ***’s and trust this response addresses her 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,
Haven D
Customer Advocacy Department

November 10, Dear *** ***:
Thank you for giving AmeriGas
Propane, L.Pd/b/a Heritage Propane (“AmeriGas”) an opportunity to respond to *** ***’s complaint regarding a tank rental 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 findingsOn October 31, a credit of $was applied to *** ***’s account to remove his tank rental and late fees*** ***’s account has been adjusted to stop future tank rental fees from generatingWe apologize for any inconvenience we have caused *** *** and trust this response addresses his 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

From: Amerigas Customer AdvocateDate: Wed, Feb 7, at 8:AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #***.To: "v***@myRevdex.com.org" Dear Ms***, Our position has not changed on this matter. Thank you, Melissa F*AmeriGas Propane, LPCustomer Experience Specialist

I am rejecting this response because:While I do appreciate the Letter and the response and I disagree with the amount being refundedMy main concern is the total lack of concern for customer SafetyI have never in my entire life seen a group of people that refused to acknowledge that placement of a LbPropane tank that is vented during the filling process or may be mechanically vented when it is overfilled, and it was placed right next to the RV at the place where we lay our heads to sleep is a bad ideaPlease see attached picturesThe first picture is how they set us up, the second is how it should have been, out away from the RV in case of an accidental spark and resulting firePlus when vented the propane would not have vented into the RV under the slide out filling the RV up with Propane and potentially killing the occupants It was a five minute fix for Amerigas, but they just refused to even consider it. I would appreciate my complaint and all documents and photos plus responses from Amerigas being forwarded to the State and Federal Regulating Agency's that Govern the Placement and filling of Propane Tanks in Residential ApplicationsI really believe this is a true Safety Concern and I believe someone will pay the ultimate price before the folks here in our area acknowledge that Safety for the Customer should be a priority. Thank you for your assistance!Regards,*** ***
From: Revdex.com of Metro Washington DCDate: Thu, Feb 9, at 11:AMSubject: Fwd: Unsafe Propane Tank Placement ExampleTo: *** *** From: Revdex.com of Metro Washington DCDate: Thu, Feb 9, at 11:AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Penn...To: *** *** ---------- Forwarded message ----------From: Date: Thu, Feb 9, at 10:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Penn...To: [email protected] Propane Tank Distance Rules and Requirements Unsafe Propane Tank Distance ExampleThe picture of the propane tank below illustrates the dangers of unsafe distances regarding relief valve proximityThe arrow labeled is the propane safety relief valveArrow number is a hot water heaterArrow number is the bed of an RV slide-outIf the relief valve were to fully open, the propane stream would be directly underneath the bed of this RV slide-outIf the relief valve opened and propane came in contact with the hot water heater flame (arrow #3), a dangerous situation would present itself immediatelyFor these reasons, and many others, propane tanks, points of transfer and safety relief valves are subject to distance requirements for the safety of propane consumers.
*** *** *** ***PO Box ***Colmesneil, TX ***###-###-#### CellFrom: Revdex.com of Metro Washington DCDate: Thu, Feb 9, at 11:AMSubject: Fwd: Check out Propane Tank Distance Rules and RequirementsTo: *** *** ---------- Forwarded message ----------From: Date: Thu, Feb 9, at 10:AMSubject: Check out Propane Tank Distance Rules and RequirementsTo: [email protected] found this interesting and thought you would too: Propane Tank Distance Rules and Requirements *** *** *** ***PO Box ***Colmesneil, TX ***###-###-#### CellEdmund Burke said all that is necessary for the triumph of evil is that good men do nothingDo not allow evil to triumphDo not do sit by and do nothing

June 9, 2016Dear MsButts:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to William Dino’s complaint regarding tank removalAmeriGas takes any complaint we receive seriouslyTherefore, upon receipt of his complaint, we investigated the allegations contained
therein and provide the following response based on our findings.AmeriGas District Manager David D*** has now spoken to *** *** directly regarding the tank removalMrD*** has scheduled the pifor Monday, June and *** *** has agreed to have someone on site to ensure we are able to locate the tank.We apologize to *** *** regarding all of the confusion surrounding the tank removal and trust this response addresses his concernsIn light of the forgoing, AmeriGas reasonably considers this matter on the way to being resolvedIf you have any other questions or require further information, please feel free to contact me.Sincerely,Michele OCustomer Advocacy Specialist

Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to Erinn ***’s complaint regarding her deliveryAmeriGas 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 ?ndings.Ms*** is a “pay in advance” (PIA) customer, meaning she must pay for her propane prior to receiving a deliveryMs*** called on December 1, to schedule and pre-pay for gallons of propaneOn December 13, 2017, we delivered gallons to Ms***Ms*** is not satis?ed with paying in advance for her deliveries but, in order for her to qualify for credit tenns, we need to run a credit check, Ms*** declined.The gauges on the propane tanks do not measure the quantity of propane delivered to customers because they may not be as accurate as the meters on AmeriGas’ delivery trucksThe propane tank gauge is used to estimate the volume of propane in the tankHowever, the estimate may not always be preciseAmeriGas delivery trucks are equipped with meters that ensure accurate quantities of propane are delivered to customersThese meters are routinely tested and are proven and sealed as a measuring device.We value our customers and apologize for any inconvenience to Ms***If you have any questions or require further information, please feel ?ee to contact me.Sincerely, Melissa F*AmeriGas Propane, LPCustomer Experience Specialist***

February 2, 2017Dear *** ***:Thank you for giving AmeriGas Propane, L.P, (“AmeriGas”) an opportunity to respond to *** ***’s complaint regarding AmeriGas’ service dispatch feeAmeriGas 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 *** ***’s account shows he requested to terminate his account on January 3, At this time, our service dispatch fee of $was discussed with himThis fee is also outlined in our Terms and Conditions and as such, will not be waivedThe total due on *** ***’s account is $This includes a tank rent fee and the service dispatch fee as referenced above.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 SpecialistDriving Customer Delight Every Day

5/6/- the previous owner of this property had Amerigas out to do a free safety check on the fuel line and the pilot light was ignitedOn the same day they made an unauthorized propane deliveryThe previous owner called Amerigas to question the unauthorized delivery and she was informed that information would not be available until the driver returned with the "full ticket." She was told to expect a call back on 5/7/5/7/- rather than a phone call an interruption of service notice was hung on the residenceShe had no conversation with them about the unauthorized delivery5/15/- previous owner called Amerigas to have the tank removedAmerigas responded saying that they have days to remove the tank and if the buyers of the house (my fiance and I) wanted a different company before they removed it the present tank could be disconnected and moved to make room for a new tank5/27/- previous owner called Amerigas to check on the pick up date of the tankShe spoke to "Sara" who related that the property was not on the pischedule as of yet but when her supervisor would return to work this week, she would request that it be expeditedShe (previous owner) reminded her that 6/14/would be days after the original date of removal request of 5/15/6/23/- I ( the new owner) called Amerigas and spoke to "Jana." She said to just have the new propane company set their tank asideI went through this history with her and noted the fact that 6/14/was the end of their day period to remove the tankShe said that they only have one tech and couldn't get hereShe rescheduled the pick up for 6/26/6/26/- no pick up of the tankIt is still hereI made several phone calls to this office in July and couldn't reach anyoneBy September, I gave up trying to reach their office and called a local office in ***, MEI spoke to a nice woman named DottieShe sent the ***/*** office an email requesting them to contact me and get this matter dealt withI received no contact from the *** officeI called the *** office again and spoke to a woman named CathyShe is again contacting the ***/*** office to try to deal with thisI received no communication from the *** officeCathy called me back to see if I had heard from *** - nopeShe contacted them againI received a call from the *** officeThe woman was very rude as if I was putting her outShe said that they've been out to the house several times and that they've determined that they need a boom truck to get the tank out but their truck is being repaired right now so they have to schedule us for October 17, 10/2/- I filed a complaint with the Revdex.com and received no response from anyone10/17/- As predicted, Amerigas did NOT show up to remove their tankThis process has been going on since May! I have NEVER done business with AmerigasI have NO contract with them so as far as I'm concerned they are trespassing on my property by leaving their tank hereThe other consideration is the fact that when they installed the tank it was installed UNDER THE DECKSo, we have a full propane tank sitting under our deck which according to our new company is a safety hazardI am at a complete lossAt some point I may have to hire an attorney and seek compensation from these people for storage fees
Amerigas needs to get their tank OFF MY PROPERTYThey need to pay us a storage fee of $a day since I've never had any business arrangement of any kind with themThey are trespassing at this pointAs of today, 10/18/that would be days at $per day for a total of $and counting

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

November 13, 2017Dear *** ***:Thank you for giving AmeriGas Propane, L.P, d/b/a Heritage Propane (“AmeriGas”) an opportunity to respond to *** ***’s complaint regarding the will-call convenience feeAmeriGas 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, we have come to a satisfactory resolution with *** ***We have removed the $will-call convenience fee*** *** currently has a zero (0) balance and we thank him for being a loyal customer. 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,Melissa F*AmeriGas Propane, LPCustomer Experience Specialist***

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Attached is our official response to *** *** complaint
Thank you,
Jill D***
Jill D***
Driving Customer Delight Every Day
Customer Advocacy Manager
*** ***
*** *** *** *** *** ***Dear *** ***:Thank you for giving AmeriGas Propane, L.P d/b/a Titan Propane (“AmeriGas”) an opportunity to respond to *** *** complaint regarding a deliveryAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of the *** *** complaint, we investigated the allegations contained therein and provide the following response based on our findings.District Manager, Mitch D*** researched *** *** account and found she did request a delivery of gallonsWe delivered gallons to *** *** in error*** *** can disregard her invoice as MrD*** will rebill her delivery for a total of $If *** *** has questions she can contact Office Manager, Ila S*** at *** ***We value all of our customers and trust this response addresses the *** *** concernsIn light of the foregoing, AmeriGas reasonably considers this matter resolved.Sincerely,Jill D***Jill D*** Customer Advocacy ManagerCc: Tony W***, Area DirectorMitch D***, District Manager

June 28, 2016 Dear *** ***: Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to *** ***’s 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. We assure *** *** safety is AmeriGas’ number one priority and apologize if he was made to feel otherwiseUnfortunately, when *** *** reported the leak he did not call our 24-Hour Emergency Call Center but rather sent an email to one of our workers in the officeOur worker did follas soon as she received the email the next day but had *** *** contacted the call center we would have been able to handle his situation immediatelySince receiving this complaint we have removed *** ***’s tanks and processed a credit memo bringing his account balance to zero*** ***’s account has now been closed.We value our customers both past and present and 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 me. Sincerely,Michele O’***
AmeriGas Customer [email protected]: ###-###-####

April 29, 2015Dear *** ***:
Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity
to respond to *** ***’s complaint regarding a tank removal and his 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 findingsThe tank has been removed from *** ***’s property and on April 29, a credit of $has been applied to his account*** ***’s account has been final billed with a zero (0) balance.We value our customer 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 meSincerely,Haven D
Customer Advocacy Department

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To Whom it May a Concern,
Please be advised, I responded to Amerigas in writing via email and Cced your office on March 31, 2015 (see forwarded message below) and also contacted Amerigas' local office telephonically, as requested, on three separate occasions and have not received a response to my email or callsI was informed during each call, the Operations Manager was out of office and the Distributions Manager was on the dock and/or inaccessible for other unknown reasonsPlease provide guidance to assist with resolution of this matterThank you
Sincerely,*** ***
Begin forwarded message:
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To Whom it may Concern,Thank you for your response regarding Revdex.com complaint # *** it is our goal to see this matter resolved as soon as reasonably possibleWhile we understand your desire to not have a meter installed at our home, we have given much thought to this option and concluded that it is in our best interest to continue to have metered gasWe are available to discuss the most advantageous time to accomplish the meter installation. Additionally, relocation of the tank on the front side of our home remains a high priorityRepresentatives from Amerigas originally informed us the tank was placed there as a temporary corrective measure until the regulator on the tank buried in our back yard was replacedIt has now been in place for approximately to years (since just prior to your company taking over from heritage propane)Relocation of the above ground tank to a less visible area of our yard that does not obstruct any passage way would be greatly appreciatedWe also have some concern about the stability of the tank that remains buried in our backyard that to our knowledge was never purged of the remaining fuelThis matter should also be addressed to avoid any potential safety and/or life threatening incidents. Finally, we are extremely concerned about the hazards presented by the above ground copper gas line that transports gas from the above ground tank into our homeThe line, which is secured above a concrete walkway, just below the base of our garage door, could easily be pinched or possibly even broken when entering and/or exiting the doorA line totally buried under ground and not crossing any walkway or other potential hazard area would be a more equitable solution for us. Please contact me at ###-###-#### for resolution and discussion of these mattersYour prompt response is greatly appreciated!Sincerely, *** ***

Thank you for giving AmeriGas Propane (“AmeriGas”) an opportunity to respond to Sonny ***’s complaint regarding removal of a propane tankAmeriGas 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. Prior to Mr***’s purchase of the property located at *** *** *** ***, Escondido, CA 92026, AmeriGas was the propane provider to the owner and was granted access to the propertyUnaware of the property ownership change, our service technician entered the property to lock off the tankOn September 18, the tank was removed from Mr***’s propertyAmeriGas Area Director, Bob C***, spoke with Mr*** to apologize for the confusionMrC*** provided Mr*** with his cell phone number should he ever need to reach him in the futureMr***’s account has been final billed with a zero (0) balance. We apologize for any inconvenience to Mr***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, Michael K*** Michael K*** Customer Advocacy Specialist Cc: Bob C***, Area Director Maria S***, District Manager

We are currently researching this complaintWe will respond as soon as possible and apologize for the delay
Thank you,
Jill D***
Customer Advocacy Manager

May 7, 2018Dear *** ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to *** ***’s complaint regarding tank rental feesAmeriGas 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.As stated in our Terms and Conditions (T&Cs), customers who rent a tank from AmeriGas agree to pay the Company annual tank rentWe periodically mail our T&Cs to customers and they are available on our websiteThe tank rent will vary depending on the size of the tank, the location of the residence, and the customer’s actual annual usageSection 4C of our T&Cs state: “Please contact your local office if you have questions about the Tank Rent that is applicable to you.”As a courtesy, we waived half the tank rental fee to $The tank rental fee is now past due and we encourage *** *** to make a payment so she does not incur late fees.If you have any questions or require further information, please feel free to contact me.Sincerely,Jill RCustomer Experience Manager

I began my service with Amerigas in April There were two tanks already on the property when I purchased it so I contacted Amerigas to come out and fill the tanksI was put on an automatic fill program so the technician would come when the tanks got to a certain pointDue to a discrepancy I requested to only have deliveries when I'm home Due to the discrepancy it was discovered that the tanks were old and had a leak so the decision was made to replace them I was told that the tanks would have to be empty so when they were empty I called Amerigas to swap out the tanksInstead of them sending technicians to remove instead the two techs they sent only agreed that they needed to be swappedUnfortunately the techs weren't prepared to remove the old tanks nor did they have new tanks on the truckOnce again I had to schedule yet another pick up only to have the exact same thing with the same techs happen againAt that point, which December I decided to end my association with AmerigasI then scheduled a pick up for the tanks so that I could have the other company place the tank I was intending on utilizing instead of Amerigas The date was set, I took the day off and not to my surprise the driver never got out of the vehicle and left without a word or a note on my doorAfter contacting the office the next day, again, I was told that the driver didn't want to damage my yard so he decided to scrap the pickup The tanks were moved as a courtesy by my new propane provider to a location that could be easily accessed from the roadI was then told that I would have to another days to have them picked upAs of January the tanks are still on my property and I am once again waiting for someone to get back to me This company should shut down so they can regroup and reorganize their operations This is, in it's current state, the worst business I have ever had to deal withI'm a disabled/retired vet and I'm hoping that this type of business isn't what lies ahead for me in the civilian sector

October 30, 2014Dear *** ***:
Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to again respond to *** ***’s complaint regarding her accountAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of her rebuttal, we further investigated her complaint and provide the following response based on our findingsOur position on *** ***’s refund has not changedWe have thoroughly investigated her account and stand firm she is not due the amount of money in questionWe have tried numerous times to explain to *** *** the documents she received were credit memos not statementsWe even went one step further and put together an *** document showing her account history*** *** is objecting to this as well despite it clearly showing a refund is not dueAlthough we are not changing our position *** *** can expect to receive a check from us in the amount of $within the next two to three weeks.We trust this letter addresses *** ***’s concernsIf you have any questions or require further information, please feel free to contact meSincerely,
Jill D
Customer Advocacy Manager

January 15, 2018Dear *** ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas'') the opportunity to respond to the above-referenced complaintIn his complaint, *** *** expresses concern over an increase in AmeriGas pricingWe take complaints from our customers very
seriouslyAt the outset, please know that this matter has been resolved to *** ***' satisfactionBy way of background, *** *** opted into a fixed price agreement on September 1, that would last until August 31, A copy of this agreement is enclosed for your reference*** *** agreed to purchase 10,gallons of propane for a fixed price of $per gallon for the duration of the agreement.*** *** expresses concern with regard to the price per gallon of his delivery on December 11, for which he paid $per gallon, which was after his fixed pricing agreement had expiredAfter the expiration of his agreement, *** *** became a market-based customer and was to pay a price per gallon set by the company on the date of deliveryThis resulted in the increase in price per gallon for his delivery in December of As a courtesy to him, AmeriGas has rebilled his last delivery from $to $a gallon.In addressing *** ***' 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 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 againstAmeriGas 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.Upon receipt of *** ***' complaint, his local district office contacted him to discuss pricing optionsThe customer agreed to enter into a new contract where the price he would pay would be AmeriGas' local Area Index plus $per gallon of gas and any applicable taxes and feesAmeriGas' local Area Index is a floating rate that is determined each day based upon a blended average of AmeriGas's total propane costs for that geographic region and the supply points in which the District that serves *** *** is locatedThis contract will conclude on December 31, We believe *** *** to be satisfied with the steps taken to resolve his concerns, and consider this matter closed.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 DCustomer Advocacy Manager