AmeriGas Propane LP

July 7, 2015Dear [redacted]:Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to Sandra Culver’s complaint regarding a refund. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.On June 23, 2015 a refund of $228.92 was issued to [redacted]. Our records indicate the check was received and cashed on July 1, 2015.Please 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 both past and present and apologize for any inconvenience to [redacted]. In light of the foregoing, AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,Haven D[redacted]AmeriGas Field Service CenterCustomer Advocacy Department###-###-####

Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond? to [redacted]? [redacted]’s complaint regarding her monthly budget payment increaseAmeriGas takes? any complaint by its customers seriouslyUpon receipt of her complaint, we investigated the? allegations
contained therein and provide the following response based on our findings.? Ms[redacted] is enrolled in our AmeriGuard Budget Payment ProgramBy way of? background, the AmeriGas AmeriGuard Program is an optional program where our customer? receives a fixed price for a fixed period of time during which the customer is placed on a? monthly payment planUnder Ms[redacted]’s AmeriGuard contract, from June 1, to May? 31, 2018, Ms[redacted] has a fixed price per gallon of $with a monthly adjustable amount of? $Paragraph six (6) of the AmeriGuard agreement states, “AmeriGas will periodically? review the actual propane usage, and it reserves the right to adjust the monthly payment to? account for changes in usage.” Ms[redacted] was emailed a notification in February informing? her of a budget payment adjustment beginning with her payment due March 30, Her new? monthly payment due is $212.00.? We value our customers and apologize for any inconvenience to Ms[redacted].? Melissa F[redacted]AmeriGas Propane, LPCustomer Experience Specialist

[redacted]? [redacted]? Our position has not changed on this matter.? Thank you,? Melissa F[redacted]

Thank you for giving AmeriGas Propane, L.P, (“AmeriGas”) an opportunity to respond? to [redacted]’s complaint regarding service performed at her home and pricingAmeriGas? 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.? During an emergency leak check at Ms[redacted]’s home, a regulator broke due to severe? corrosion and rustThis was communicated to Ms[redacted]AmeriGas denies any responsibility for? the broken regulatorAs outline in our Terms and Conditions, Ms[redacted] was charged our? standard service dispatch and labor feesThe rate of the labor was billed at $per hour for two? hours of work.? Ms[redacted] turned down further service to repair the corroded regulator and requested to? have an outside contractor perform the workAs her gas line was left open, her tank was locked? off for safety reasons until repairs were doneWhen informed all repair work was completed,? Ms[redacted]’s tank was unlockedWe apologize if communication with the local manager during? this process was not to her expectations.? Regarding pricing, Ms[redacted] is a market rate customer and pays the price per gallon set? on the date of deliveryUnfortunately, since she is a pay in advance customer, she is not eligible? for our pricing programs that guarantee a contracted rate during a specific time frame.? 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[redacted]? Tracie R[redacted]? Customer Advocacy Specialist?

February 23, 2018Dear [redacted]:Thank you for giving AmeriGas Propane, L.P, d/b/a [redacted] (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding billing issuesAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of his complaint, we
investigated the allegations contained therein and provide the following response based on our findings.We have confirmed that [redacted]’s meter is reading properlyAs a courtesy, we removed the balance from the accountWe have offered to remove the meter and set an above ground at no cost to [redacted], we are waiting on confirmation from [redacted]The current balance on the account is zero (0).We value our customers and apologize for any inconvenience to [redacted]If you have any questions or require further information, please feel free to contact me.Sincerely,Melissa F.Customer Experience Specialist

May 16, Dear [redacted]:
"">Thank you for giving AmeriGas Propane, L.P("AmeriGas") an opportunity to respond to [redacted]'s complaint regarding an open accountAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of **[redacted]'s complaint, we investigated the allegations contained therein and provide the following response based on our findings.Operations Supervisor, [redacted], left a message for **[redacted] to advise his account has been closed out with a zero (0) balanceWe apologize for the delay in closing this accountPlease let this letter serve as confirmation that no derogatory credit information has been reported to any credit bureau or credit reporting agency.We value all of our customers both past and present and apologize for any inconvenience we may have caused **[redacted]We trust this response addresses his concernsIf you have any questions or require further information, please feel free to contact me.Sincerely,

From:? Amerigas Customer AdvocateDate: Fri, Feb 2, at 1:PMSubject: Les V [redacted] Complaint No[redacted]Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond? to [redacted]? [redacted]’ (“the [redacted]”) complaint
regarding billing concernsAmeriGas 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 we have failed to assist the [redacted] with? their account and the past due balancePresently, the [redacted]’ meter is locked due to non-paymentThis is the third time the meter has been locked-off due to non-paymentDue to human? error when the meter was unlocked in December the meter invoicing was not releasedDue? to this error, they continued to receive propane without receiving invoices for seven (7) months.? Once this was discovered, an invoice for $was processedIn goodwill, we issued a? credit for $to offset the high balanceThe [redacted]’ were again locked-off due to non-payment in August Mr[redacted] agreed to a payment plan, with the understanding that? the meter would be locked-off if they miss a paymentWe have made multiple attempts to? contact the customer, but have been unsuccessful.? We value our customers and apologize for any inconvenience to Mr[redacted]If you? have any questions or require further information, please feel free to contact me.? Sincerely,? Melissa F[redacted]? Melissa F[redacted]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 [redacted], and find that this resolution is satisfactory to me.?
Regards,
[redacted]

Thank you for giving AmeriGas Propane, L.P, d/b/a Propane Gas Ind(“AmeriGas”) an opportunity to respond to [redacted] complaint regarding her 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.By way of background, [redacted] was not participating in any of our Guaranteed Price Protection (GPP) programs which allow a customer to lock in their propane at a specific price or enter into a budget pay agreementAs such, [redacted] was considered a market-based customer and paid a price per gallon set by the company on the date of deliveryAs is common in the propane industry market-based pricing is generally based upon volume and is broken down by tiers, i.e., customers are placed in tiers based on their annual usage volumeGenerally, the higher the customer volume, the lower their price per gallon will beThis is because customers who use very little propane on a yearly basis have a higher cost of delivery.In addressing [redacted]’s concern that other propane companies offer lower pricing, it is a common practice in the propane industry to offer “first fill” or very attractive introductory pricing to new customers that is at or below market rates as a vehicle to attract new businessThis “first fill” pricing is markedly different from a competitor’s market-based pricingWith regard to the various prices propane users in the area are paying for propane, we do not know if these customers are receiving gas at a locked in price, at a first fill price, are members of a buying group, or are under some other pricing program that many propane companies offerThus, simply comparing one price offered by a competitor against AmeriGas’ price is not evidence that AmeriGas is overcharging its customers.AmeriGas strives to be the best propane company in the countryAs such, we seek to differentiate ourselves from our competitors by providing our customers with numerous additional services beyond the simple delivery of propaneThese services include but not limited to 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 ourcustomers means that sometimes our prices may be higher than our competitors who do not offer the same high quality of customer service.A review of [redacted]’s account shows she received her last delivery on March 15, Regarding a refund for the propane remaining in her tank, if [redacted] would have called AmeriGas prior to changing providers she would have been advised to use the remaining propane prior to canceling service due to our no refund policyThis policy is outlined in our current Terms and Conditions, which were sent to our customers in October and can be found on our website and on the back of customer invoicesIt states AmeriGas does not provide refunds or repurchase unused propane remaining in the tank when a customer terminates their serviceOur Terms and Conditions with this provision went into effect on December 15, 2015, and states by accepting a delivery or by paying any invoice, a customer is deemed to have accepted the Terms and ConditionsAdditionally, a pump out fee and subsequent service dispatch fees would applyAs a courtesy, we offered to refund [redacted] for the propane in the tank but she would be charged the service dispatch and tank pump out fees.[redacted] asserts our tank has a defect, as such we need to remove the tank from her property as soon as possibleAs of this date, [redacted] stated the tank is not accessible and would call us when we can remove itAs a safety precaution, we are urging [redacted] to grant us access to the tank so we can remove it from her property.We value our customers both past and present and apologize for any inconvenience to [redacted]AmeriGas reasonably considers this matter resolvedIf you have any questions or require further information, please feel free to contact me

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

? December 7, 2017Dear [redacted]:Thank you for giving AmeriGas Propane, L.P(“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding pricingAmeriGas takes any complaint by its customers seriouslyTherefore, upon receipt of her complaint, we investigated the allegations
contained therein and provide the following response based on our findings.? A review of our records show, [redacted] was not participating in any of our guaranteed price programs which allow our customers to lock in pricing and as such, she was considered a market-based customer meaning the price per gallon was set on the date of deliveryThe district manager, Candy B[redacted], offered a concession of $and [redacted] did accept.Since filing this complaint, [redacted] has decided to terminate our serviceShe will call when the tanks are empty so we can pick them up.? We value our customers both past and present and apologize for any inconvenience to [redacted]If you have any questions or require further information, please feel free to contact me.? Sincerely,Melissa FCustomer Experience Specialist

Thank you for giving AmeriGas Propane, L.P, (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding service performed at her home and pricing. AmeriGas 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. During an emergency leak check at Ms. [redacted]’s home, a regulator broke due to severe corrosion and rust. This was communicated to Ms. [redacted]. AmeriGas denies any responsibility for the broken regulator. As outline in our Terms and Conditions, Ms. [redacted] was charged our standard service dispatch and labor fees. The rate of the labor was billed at $115 per hour for two hours of work. Ms. [redacted] turned down further service to repair the corroded regulator and requested to have an outside contractor perform the work. As her gas line was left open, her tank was locked off for safety reasons until repairs were done. When informed all repair work was completed, Ms. [redacted]’s tank was unlocked. We apologize if communication with the local manager during this process was not to her expectations. Regarding pricing, Ms. [redacted] is a market rate customer and pays the price per gallon set on the date of delivery. Unfortunately, since she is a pay in advance customer, she is not eligible for our pricing programs that guarantee a contracted rate during a specific time frame. AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact the customer advocacy department at ###-###-####. Sincerely, Tracie R[redacted] Tracie R[redacted] Customer Advocacy Specialist

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) the opportunity to respond to the above-referenced complaint, wherein Mrs. [redacted] expresses concern over her billing. We take complaints from our customers very seriously. At the outset, please know that we have spoken to Mrs....

[redacted] since the filing of Mr. [redacted]’s complaint and understand that she is pleased with AmeriGas’ service and the steps taken to address their concerns. As a threshold matter, AmeriGas denies that it is engaging in price gouging. We 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 high. With respect to specific allegations in Mr. [redacted]’s complaint, we conducted a review of his account and provide the following response. By way of background, Mr. [redacted] is not participating in any of our Guaranteed Price Protection (GPP) programs which allow a customer to lock in their propane at a specific price or enter into a budget pay agreement. As such, Mr. [redacted] is considered a market based customer and pays a price per gallon set by the company on the date of delivery. As is common in the propane industry market based pricing is generally based upon volume and is broken down by tiers, i.e., customers are placed in tiers based on their annual usage volume. Generally, the higher the customer volume, the lower their price per gallon will be. This is because customers who use very little propane on a yearly basis have a higher cost of delivery. Mr. [redacted]’s last delivery was for 300 gallons during which he was charged the correct price per gallon of $3.28. On August 7, 2017 AmeriGas reviewed the GPP programs with Mrs. [redacted] and we offered her the option to pre-purchase propane or to join any of the existing GPP plans. Mrs. [redacted] refused the offers. Additionally, Mr. [redacted] expressed that he contacted the City of Clearwater and was offered a rate of $2.71 per gallon for the first year. In addressing Mr. [redacted]’s concern that other propane companies offer lower pricing, it is a common practice in the propane industry to offer “first fill” or very attractive introductory pricing to new customers that is at or below market [redacted], Valley Forge, PA 19482 ###-###-#### rates as a vehicle to attract new business. This “first fill” pricing is markedly different from a competitor’s normal market-based pricing. With 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 offer. Thus, simply comparing one price offered by a competitor against AmeriGas’ price is not evidence that AmeriGas is overcharging its customers. AmeriGas strives to be the best propane company in the country. As such, we seek to differentiate ourselves from our competitors by providing our customers with numerous additional services beyond the simple delivery of propane. These services include: a driver and service technician on call 24 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 access. Providing these services to our customers means that sometimes our prices may be higher than our competitors who do not offer the same high quality of customer service. After speaking with Mrs. [redacted] on August 22, 2017 to explain our pricing and to hear her concerns, we offered to send a new bill for the last delivery and price match that delivery to the City of Clearwater’s rate of $2.71 per gallon. At this time, AmeriGas also offered Mrs. [redacted] a floating price contract that matches the City of Clearwater’s rate and to revisit the GPP plans next summer. Mrs. [redacted] agreed to review the offered contract and to contact AmeriGas with how she would like to procced. Additionally, we offered to conduct a thorough check of the tank and system she is utilizing to assure it remains in proper condition. If Mr. or Mrs. [redacted] would like further explanation of their usage, they can contact Clearwater AmeriGas District Manager, Gary B[redacted], at: ###-###-####. I trust that this letter adequately responds to the issues raised in the above referenced complaint. In light of the foregoing, AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me. Sincerely, Jill D[redacted] Jill D[redacted] Customer Advocacy Manager  Jill D[redacted] | Customer Advocacy Manager | AmeriGas | ( ###-###-####

February 23, 2018Dear [redacted]:Thank you for giving AmeriGas Propane, L.P, d/b/a [redacted] (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding billing issues. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of his complaint, we...

investigated the allegations contained therein and provide the following response based on our findings.We have confirmed that [redacted]’s meter is reading properly. As a courtesy, we removed the balance from the account. We have offered to remove the meter and set an above ground at no cost to [redacted], we are waiting on confirmation from [redacted]. The current balance on the account is zero (0).We value our customers and apologize for any inconvenience to [redacted]. If you have any questions or require further information, please feel free to contact me.Sincerely,Melissa F.Customer 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 [redacted].? After establishing communication, the problem was resolved quickly by Brenda and Gary.? ?
Regards,
[redacted]? [redacted]

November 20, 2017? Dear [redacted]:Thank you for giving AmeriGas Propane, L.P, d/b/a Interstate Gas Service (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding service concernsAmeriGas 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 have contacted [redacted] and explained currently are not servicing wacustomers but we will continue to service customers with accountsHe understood and has since received gas.We value our customers and apologize for any inconvenience to [redacted]If you have any questions or require further information, please feel free to contact me.? Sincerely,? Melissa FCustomer Experience Specialist

For privacy reasons, we can not provide any further information to [redacted] regarding [redacted]' account.

Thank you for giving AmeriGas Propane, L.Pan opportunity to respond to [redacted] complaint regarding her accountAmeriGas 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.AmeriGas denies that we have failed to assist [redacted] with her account and her past due balanceWe have outlined the sequence of events pertaining to her account belowAmeriGas feels we have gone above and beyond to assist [redacted] with her past due balance.[redacted] account has not been current since February of Once she became past due, late fees were appliedSince this time we have removed eight (8) late fees from her account totaling, $to try to assist her with her past due balanceIn January of 2017, she advised her local AmeriGas office she applied for Energy Assistance (“HEAP”).She contacted us in March of with concern that her meter was not working correctlyA qualified service technician re-read her meter and found the original reading was correctAt this time we offered to put her on AmeriLock, which is an optional fixed price contractTo better assist her, we rebilled her February and March invoices, giving her a credit of $[redacted] agreed to make monthly payments of $to pay off her past due balance in addition to her monthly invoice[redacted] did not make monthly payments of $[redacted] contacted us again in April asserting she had a leak due to her high usageOnce again, we sent a qualified service technician and no leaks were found.During the months of May through September 2017, [redacted] made payments to her account in varying amounts of $- $We notified her on September 12, we never received a payment from HEAP and she needed to pay the balance in full or set up a payment plan with her first down payment immediately to avoid a disruption in her service.Additionally, we contacted HEAP on behalf of [redacted] and learned she had cancelled three (3) appointments earlier this year[redacted] did meet with someone on September 15, and was approved for $Unfortunately, HEAP funds do not cover past due balancesWe have attempted to contact [redacted] numerous times and she has not returned our callsAt this time, her meter has been locked off due to non-payment.We value our customers and apologize for any inconvenience to [redacted]AmeriGas reasonably considers this matter closedIf you have any questions or require further information, please feel free to contact me.Sincerely,Jill D[redacted]

[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: [redacted]
I am rejecting this response because:
Regards,
[redacted]
?

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: according to what I read it says that new customers enjoy 24/7 account access.  it says nothing about new accounts only.Because of this I will be looking around for a new propane company when it comes time to refill my tank.
Regards,
[redacted]