AmeriGas Propane LP

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

[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: Amerigas is wrong, they cause an error and closed the wrong account accidentally, I been paying for propane and Amerigas has been filling the tank somewhere else I have plenty of proof, emails, checks, withdrawals, phone calls and the propane inspector had said, I had NO Propane and he said they never came to fill the tankI never got any slips stating that they had been at the property.I sent this email January 29, 2017.We had an emergency gas issue at *** *** and found out that this account has been closed???? I been paying Amerigas and they have been taking my payments? And now we have no gas????
I think you got confused with the property we sold *** *** in *** *** ***
I hope we are not paying for propane on *** ***? We do not own that house anymore
Regards,
*** *** From: *** *** [mailto***] Sent: Wednesday, September 28, 12:PMTo: *** ***Subject: *** *** Drive Hello ***, This is *** *** the owner of *** *** in *** *** *** I need minimal propane at *** *** Dr as soon as possible, the inspector and the appraisal will be coming out. Let me know, how soon you can get your crew out there. Thanks! I Gladly Appreciate it!
Good Morning ***, October 28th
Re: *** *** Drive
*** *** will be closing escrow next week, I send your information to the new owners This is the tank that has a crack, it was ask that we remind you to get it replace with the new owners
Also, I got several bills from *** *** I send What is my current total now?
Thanks

February 25,
Dear ***:
Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to *** ***’s complaint regarding her deliveryAmeriGas takes any complaint we receive seriouslyTherefore, upon receipt
of ***’s complaint, we investigated the allegations contained therein and provide the following response based on our findings
*** received a delivery of gallons on February 18,
We value our customers and apologize for any inconvenience we have caused ***We appreciate her business and look forward to continuing to provide her with serviceIf you have any questions or require further information, please feel free to contact me
Sincerely,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I have paid all debts owed to amerigas propane in South Hill, VAAll final payment went directly to their main office in Pittsburgh to ** ** ** *** ***I have online banking and all checks paid to this companyI dealt with amerigas for over seventeen years, so why is it that until I decided to change companies all these problems startedI owe them nothingI have paid them in full and can prove it with Revdex.com or in court with documentationMy last payment was made to them on February 27, 2015, in the amount of $this included their late fee they charged meAmerigas need to remove my name from any collection agencyThis is bad customer service and I should be owed an apology for all the deceit and lies they have put me through
Regards*** ***

[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: For the sake of being polite, I will refer to AmeriGas's response as odditiesIn their first statement, when I called the first time as to why the gas was delivered without my requesting it she looked it up and said that we were in fact set up as a will call and did not know why the delivery was madeThe also stated in their response that the tank was empty the account was terminated which would have been October 12that which time they said they would go out the next day and read the gauge and see if the new owner would like to purchase the gas remaining in the tank and keep them on as the gas supplierIf not they would retrieve the gaspull the tank and send me a refund minus the charge for the gas recovery and also verified the address to send the refund toI also find it "Odd" that on the afternoon prior to the closing on the house sale which would have been the 11th of October, the realtor read the tank reading and documented as 75%So in other words this 75% was used up in four days of warm October days? I also find it "odd" that just before calling Amerigas again on the 22ndof October, I called the new owner and ask if he had talked to Amerigas and signed up with themHe said that he had not heard from them and that with painting and lawn work had not even thought about propane gasNow mind you that this was days after the new owner took over and this was the time span that Amerigas stated they had filled the empty tank.??? After talking to him I called Amerigas again to see what was going on and they said that as of yet they had not gotten a hold of the new owner or read the tank yet and that they would do so in the next couple of days for sureAll of the above seems very "odd" to me but it should be very easy for Amerigas to verify all of their statements by producing a copy of the delivery slip to this address and date delivered along with proof of payment by the new ownerI can see no advantage to the Realtor or the new owner to have lied to me but by providing me with the documents I requested above would prove me wrong and I would drop the complaint
Regards,
*** ***

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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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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.On April 3, all charges were removed from *** *** account and a refund of $was issued*** *** should allow a couple of weeks for the refund to arrivePlease let this letter serve as confirmation that *** *** account has been final billed with a zero (0) balance and no further charges will be applied to her account.We again apologize for any inconvenience caused to *** *** 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 me.Sincerely,Haven RD***Haven Davis Customer Advocacy Department*** *** *** *** ***
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AmeriGas' position has not changed in regard to this complaint

[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,
*** ***

April 29, 2014Dear *** ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to ***’s complaint regarding his accountAmeriGas takes any complaint we receive seriouslyTherefore, upon receipt of ***’s complaint, we investigated the
allegations contained therein and provide the following response based on our findings.After sending in this letter *** went to his local district office regarding his issues and he spoke directly to AmeriGas District Manger *** *** showed *** documentation regarding his account that he had had from the previous district manager and *** immediately changed his account to reflect the information contained in the document*** did indicate to *** that he was pleased with this resolution.AmeriGas values our customers and truly apologizes for any inconvenience we may have caused ***In light of the foregoing, AmeriGas reasonably believes that this matter is on its way to being resolvedIf you have any questions or require further information, please feel free to contact me.Sincerely,

From: Revdex.com of Metro Washington DCDate: Tue, Mar 17, at 12:PMSubject: Fwd: *** *** - Revdex.com Complaint #***To: *** ***
---------- Forwarded message ----------From: Amerigas Customer Advocate Date: Mon, Mar 16, at 1:PMSubject: *** *** - Revdex.com Complaint #***To: "***" Cc: "F*, Lisa M" , "T***, Michael"
Dear Ms***,
Please accept the attached letter as our official response to *** ***’s complaint. If you need any further assistance please do not hesitate to contact us.
Thanks,
Haven D***
AmeriGas Field Service Center
Customer Advocacy Department
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Via Email (***) Revdex.com of Metro Washington DC & Eastern Pennsylvania Attention: *** *** K StNW, 10th Floor Washington, DC 20005-3404 Re: *** ***, Complaint No*** Dear Ms***: Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to Ms***’s complaint again regarding her deliveriesAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of Ms***’s complaint, we investigated the allegations contained therein and provide the following response based on our findings. The amount of gallons necessary to fill Ms***’s tank will vary depending on the temperature and the amount of gallons currently in the tankMs***’s bills will vary depending on the amount of gallons delivered and the price per gallon of each deliveryMs. *** currently does not have a lorate with AmeriGas, therefore her price per gallon can increase depending on our rate at the timeWe have reviewed Ms***’s account and there are no fluctuations in usage that would suggest a problem, and her usage is in line with the temperature. District Manager, Lisa F* was able to speak with Ms*** but there was a bad connection and the call was lostMsF* did not hang up on Ms***If Ms*** would like to further discuss this matter she is more than welcome to speak with MsF* at her local office. AmeriGas reasonably believes the explanation provided herein adequately addresses the matterIf you have any questions or require further information, please feel free to contact me. Sincerely, Haven RD***

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Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to ***
*** complaint regarding concerns with 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.It is unfortunate *** *** was not notified by his HOA that AmeriGas was not awarded the bid for his community and for this, we apologizeIn some cases, homeowners in his community did contact AmeriGas for their own price contract.*** *** asserts he ran out of propane on January 1, 2018, for which we apologizeDue to sustained, somewhat unexpected, colder than weather patterns experienced in many parts of the country, specifically in the Northeast, the propane industry had experienced logistical challengesDelivering propane safely to ensure all of our customers are able to heat their homes is our number one priorityRegrettably, *** ***’s usage was higher than projected, coupled with unanticipated delivery requests, resulted in a one-day delay in delivering to himAmeriGas delivered gallons to *** *** on January 2, As a courtesy, a $coupon was applied to *** ***’s account.Since filing this complaint, *** *** has changed propane providersWe removed our tank on March 1, and he was not charged our standard service dispatch fee for the removalThe balance on the account is $and it due immediately.We value our customers both past and present and apologize for any inconvenience to *** ***If you have any questions or require further information, please feel free to contact me.Sincerely,Jill R***Jill R*** Customer Advocacy Manager

June 28, 2016Dear *** ***:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) the opportunity to respond to the above-referenced complaintAmeriGas takes all complaints from its customers seriouslyTherefore, upon receipt of this complaint, we investigated the allegations contained therein
and provide the following response based on our findings.Since receiving this letter AmeriGas District Manager Mark C*** has contacted *** *** directly regarding her concernsMrC*** apologized to *** *** for the poor customer service she received and assured her all the credits have now been correctly applied to her accountIn addition, MrC*** is also in the process of scheduling a date to have the tank removed.We apologize to *** *** for any inconvenience we may have caused 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 me.Sincerely,Michele O’***AmeriGas Customer [email protected]: ###-###-####

Thank you for giving AmeriGas Propane, L.P d/b/a Carolane Propane (“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. 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 highAmeriGas 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. AmeriGas does offer several different types of price protected programs for its customersThese programs include: (i) “AmeriGuard,” which allows customers to pay a monthly payment based on annual usage at a protected price; (ii) “Pre-Buy,” which enables a customer to buy a fixed number of gallons at a fixed price; and (iii) “AmeriLock,” which allows customers to pay within days of delivery at a protected priceOverall, these programs are designed to make the heating season pricing predictable for our customers so that they can ensure stability in their budgets. For those customers, such as Mr*** who are not enrolled in a price protected program, are subject to our tier pricing structure based on annual usage and market price per gallon at the time of the deliveryAmeriGas (as well as many other propane companies) uses many factors to determine the price to charge its customersFor example, consumers who use a smaller volume of propane generally pay a higher price per gallon because smaller accounts, on a per gallon basis, involve substantially higher delivery costs than a larger volume customerTo compensate for the higher costs to deliver and service small accounts, volume pricing is a common practice in the industry and customers are placed in a pricing tier structure based on their annual usageAccording to our records, Mr*** was charged a price per gallon in accordance with our standing pricing policies. Mrs*** contacted AmeriGas on July 22, requesting a delivery of gallons to be delivered in SeptemberHowever, their account was not changed from automatic delivery to will call status as such on August 17, an automatic delivery ticket printed as a full deliveryThe account was changed to will call status on September 29, We would like to remind Mrand Mrs*** to contact us to schedule a delivery when the tank gauge shows 20-30% in order to allow ample time for a delivery. We value all our customers and trust this response addresses Mr***’s concernsIn light of the forgoing we reasonably consider 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

June 24, 2016Dear *** ***:Thank you for giving AmeriGas Propane, L.P("AmeriGas') the opportunity to respond to the above-referenced complaintAmeriGas takes all complaints from its customers seriouslyTherefore, upon receipt of this complaint, we investigated the allegations contained therein
and provide the following response based on our findings.To address *** ***s billing concerns, a review of the account shows this is a metered customerIn order to receive an accurate monthly reading, AmeriGas must be able to access the meter on the account, Unfortunately, for several months we were not able to gain access due to a locked gate, which means the bill was calculated using an estimated meter readUnfortunately, when *** *** finally contacted us and we were able to get an accurate reading our estimates were found to be low, thus causing the higher than bill.In regards to *** ***s plans to convert the home to electric, we would like to outline the associated feesPer the LP-Gas Service Agreement (attached), Section 7.2, there will be a $meter removal and service termination fee.We apologize to *** *** for any inconvenience we may have caused and trust this response address 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 me.Sincerely,Míchele O.Customer Advocacy Specialist

[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 see no off or resolution in their response
Regards,
Les ***

February 24, 2017Dear *** ***:Thank you for giving AmeriGas Propane, L.P, (“AmeriGas”) an opportunity to respond to *** ***’s rejection to our initial responseAfter further investigation we have the following response.Our position regarding ***’s billing has not changedSince our initial response dated February 2, 2017, *** is no longer a forecast customerAs a will call customer, *** is required to schedule her deliveries either by calling her local AmeriGas office or going onlineWe recommend scheduling the delivery when the tank is at 30% or higher as the typical delivery window is 7-days.Additionally, we have not received a payment since that time and as such, a collection notice was sent to *** regarding her past due balance of $Several messages were left for *** with no response.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

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Thank you the problem has been resolve*** ***

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***Good afternoon,? Thank you for giving AmeriGas Propane, L.Pan opportunity to respond to *** *** complaint regarding tank ownershipAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of her complaint, we investigated the allegations containedtherein and provide the following response based on our findings.A review of our records shows that the tank was leased from *** ***? back in Please find attached Equipment Lease and Gas Supply Agreement, signed by *** ***We value our customers and apologize for any inconvenience to *** ***If you have any questions or require further information, please feel free to contact me.? Thank you,? Melissa F* *** **
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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

[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,
*** ***