AmeriGas Propane LP

From: Amerigas Customer AdvocateDate: Fri, Feb 9, 2018 at 3:37 PMThank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding billing concerns. 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. Since filing this complaint, we have come to a satisfactory resolution. Ms. [redacted] has accepted our floating contract and we have rebilled for the past two (2) deliveries. We value our customers and apologize for any inconvenience to Ms. [redacted]. If you have any questions or require further information, please feel free to contact me. Sincerely,  Melissa F[redacted]AmeriGas Propane, LPCustomer Experience Specialist

From: Amerigas Customer AdvocateDate: Wed, Feb 7, 2018 at 8:22 AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #[redacted].To: "v[redacted]@myRevdex.com.org" Dear Ms. [redacted], Our position has not changed on this matter. Thank you, Melissa F[redacted]AmeriGas Propane, LPCustomer Experience Specialist

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 concerns. 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 contacted [redacted] and explained currently are not servicing walk-up customers but we will continue to service customers with accounts. He 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

July 6, 2017Dear [redacted]:Thank you for giving AmeriGas Propane, L.P, d.b.a. [redacted] Propane (“AmeriGas”) an opportunity to respond to [redacted]’ complaint regarding tank removal. 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.A review of our records show [redacted] is not a customer of AmeriGas, but called on June 26, 2017 to request tank removal for his recently purchased home. As the former home owner still had an active account, [redacted] was informed they would need to close their account prior to tank removal. That account was closed on June 27, 2016. The tank was removed on July 5, 2017.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 ([redacted]) [redacted].Sincerely,Tracie RCustomer Advocacy Specialist

Thank you for giving AmeriGas Propane, L.P, d/b/a Floyd Propane (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a refund. 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. As provided in our Terms & Conditions, it is explained that AmeriGas does not refund the propane remaining in the tank when a customer terminates service with us. As a courtesy, we waived the $59.99 Service Dispatch Fee. Mr. [redacted]s account is now closed with a zero (0) balance. We value our customers both past and present 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]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]

[redacted]
Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]...

[redacted] complaint regarding concerns with his account. 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.It is unfortunate [redacted] was not notified by his HOA that AmeriGas was not awarded the bid for his community and for this, we apologize. In some cases, homeowners in his community did contact AmeriGas for their own price contract.[redacted] asserts he ran out of propane on January 1, 2018, for which we apologize. Due to sustained, somewhat unexpected, colder than normal weather patterns experienced in many parts of the country, specifically in the Northeast, the propane industry had experienced logistical challenges. Delivering propane safely to ensure all of our customers are able to heat their homes is our number one priority. Regrettably, [redacted]’s usage was higher than projected, coupled with unanticipated delivery requests, resulted in a one-day delay in delivering to him. AmeriGas delivered 204.4 gallons to [redacted] on January 2, 2018. As a courtesy, a $100 coupon was applied to [redacted]’s account.Since filing this complaint, [redacted] has changed propane providers. We removed our tank on March 1, 2018 and he was not charged our standard service dispatch fee for the removal. The balance on the account is $367.60 and it due immediately.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,Jill R[redacted]Jill R[redacted] Customer Advocacy Manager

From: Amerigas Customer AdvocateDate: Mon, Dec 5, 2016 at 1:20 PMSubject: Revdex.com Complaint:Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding propane...

delivery. 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. A review of his account shows Mr. [redacted] became a customer on November 14, 2016. Mr. [redacted] is a pay in advance customer, meaning he must pay for his propane before it is delivered. As such, he made a payment on November 18, 2016 and his delivery was scheduled for November 25, 2016. Mr. [redacted] received his delivery of 200 gallons on November 23, 2016. AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me in the customer advocacy department at ###-###-####. Sincerely, Tracie R[redacted] Tracie R[redacted] Customer Advocacy Specialist  Tracie R[redacted]Customer Advocacy Specialist###-###-####[redacted]

November 22, 2017Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]s complaint regarding fee concerns. 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.In his complaint, [redacted] states that he was charged a tank rent fee. As stated in our Terms and Conditions, which can be found on the AmeriGas website and the back of customer invoices, customers must pay a tank rent fee for leased equipment on their property. As a courtesy we are waiving all fees on the account that consist of tank rent and one (1) late fee for the amount of $154.63 and we will not be charging [redacted] for the tank pickup fee.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 F.Customer Experience Specialist

Dear Ms. Butts, District Manager, Scott G[redacted] spoke directly to Mr. [redacted] to discuss his concerns. Our tanks were removed on August 25, 2017 and a refund check has been issued in the amount of $566.48. Mr. [redacted] was satisfied with the resolution. Thank you,Jill...

D[redacted]Customer Advocacy Manager

October 27,
Dear [redacted]:
"margin: 0px;"> Thank you for giving AmeriGas Propane, L.P("AmeriGas") an opportunity to respond to [redacted]'s complaint regarding his 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[redacted]'s current balance of $is correct[redacted]'s apartment propane lease requires payment in full within days, but the last payment received from [redacted] was on May 6, In May of [redacted] was offered a month payment plan for which he declinedDistrict Manager, Lisa F[redacted] is currently willing to credit [redacted]'s last three (3) late fees totaling $108.00, if he pays his past due balance of $in fullIf [redacted] has any other questions regarding his account he should contact his local office at ###-###-####.I trust this response addressed the allegations in [redacted]'s complaintIn 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,
Jill D

[redacted] [redacted] [redacted]...

[redacted] [redacted]
Thank you the problem has been resolve. [redacted]

From: Amerigas Customer Advocate<[redacted]>Date: Mon, Sep 11, 2017 at 3:54 PMSubject: [redacted]To: "[redacted]" <[redacted]>Cc: "T[redacted], Andrew" <[redacted]>, "S[redacted], Jeffrey"...

<[redacted]>Thank you for giving AmeriGas Propane, L.P, d/b/a Blue Flame Gas (“AmeriGas”) an opportunity to respond to [redacted]’ complaint regarding pricing. 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. 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]’ complaint, we conducted a review of his account and provide the following response. By way of background, Mr. [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 agreement. As such, Mr. [redacted] was considered a market based customer and was charged 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. Previously, Mr. [redacted] was part of a buying group, JPACC, which offered a lock in rate. Once his contract expired with JPACC, he did not renew which caused Mr. [redacted] to be on market pricing, which is explained above. Mr. [redacted] contacted us on August 21, 2017 to have the tank removed as he was terminating service with us. We removed the tank the same day and issued a refund for the propane left in the tank. Mr. [redacted] received a refund of $249.00 We value our customers both past and present and apologize for any inconvenience to Mr. [redacted]. 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

Dear Ms. Butts, We apologize for the delay, a refund of $112.09 was issued and mailed to Mr. [redacted]. Mr. [redacted] can expect the check within the next two (2) weeks.We value our customers both past and present and apologize for any inconvenience to Mr. [redacted]. Thank you,Jill...

D[redacted]Customer Advocacy Manager

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) the opportunity to respond to Ms. [redacted]’s complaint regarding her tank. AmeriGas takes all complaints from its customers seriously. Therefore, upon receipt of her complaint, we investigated the allegations contained therein and...

provide the following response based on our findings. In addition to filing her complaint Ms. [redacted] also contacted her local district office regarding her concerns. Ms. [redacted] spoke to the local account manager who was responsible for creating her account. He assured her the tank was leak free in January, as he assisted with the installation process. In addition, the office dispatched a service technician to inspect for current leaks, but none were detected. They also discussed the various responsibilities that go along with her owning her own tank and he offered to work with her on any future upgrades needed. We value all of our customers and trust this response addresses Ms. [redacted]’s concerns. 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, Michele O’[redacted] Michele O’[redacted] Customer Advocacy Specialist

From: Amerigas Customer Advocate<[redacted]>Date: Tue, Aug 25, 2015 at 12:06 PMSubject: [redacted], Complaint No. [redacted]To: "[redacted]" <[redacted]>Cc: "W[redacted], Bob" <[redacted]>, "T[redacted], Trip"...

<[redacted]>Ms. [redacted].Attached is the official response to Mr. [redacted]’s complaint. Thanks,Jill  Jill D[redacted]Driving Customer Delight Every DayCustomer Advocacy ManagerOffice: ###-###-####Thank you for giving AmeriGas Propane, L.P an opportunity to respond to Steven [redacted]’s complaint regarding tank ownership. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings. District Manager, Bob W[redacted] contacted Mr. [redacted] directly to resolve the issue of tank ownership. Mr. W[redacted] released ownership of the tank to Mr. [redacted] and sent him written confirmation. We value our customers both past and present and apologize for any inconvenience we may have caused Mr. [redacted]. In light of the foregoing, we reasonably consider 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

[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: AmeriGas is failing to acknowledge the full issue nor did I agree to pay $59.99.  When we last spoke to the Manager they said they would switch the tank out and waive the tank rental and late fees.  The $59.99 fee was never discussed.  I am reverting back to my original request for them to come get this tank - waive all fees - clear my account with the credit bureaus and collection agencies that they reported me to and to never contact me again.  They are not good business partners/ they have no integrity and take advantage of their customers in an unfair manner.  Furthermore they sent me another bill today for a completely different amount from previous amounts discussed. Thank you.
Regards,
[redacted]

AmeriGas' position has not changed.

February 19, 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 concerns. 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.By way of background, [redacted] requested and was emailed a payment plan on July 17, 2017. We advised [redacted] that until the signed payment plan was returned, her account would continue to accrue late fees. The signed payment plan was never returned to the district, so her account was still accumulating late fees. [redacted] continued to make individual monthly payments without a signed payment plan until she requested to cancel her account. The account balance is currently $172.62 due immediately, which consists of past due balance, service dispatch fee and three (3) late fees. She will continue receive collection notices until it is paid in full. 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 F. Customer Experience Specialist

[redacted] [redacted] [redacted]...

[redacted]
This complaint is against [redacted] – not AmeriGas. Please forward to the correct company.   Jill R[redacted] | Customer Advocacy Manager | AmeriGas