AmeriGas Propane LP

[redacted] [redacted]...

[redacted]Thank you for giving AmeriGas Propane, L.P. an opportunity to respond to [redacted] complaint regarding tank ownership. AmeriGas takes any complaint by its customers seriously. Therefore, 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 [redacted] back in 1998. Please find attached Equipment Lease and Gas Supply Agreement, signed by [redacted]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. Thank you, Melissa F[redacted]AmeriGas Propane, LP[redacted]

From: Amerigas Customer Advocate<[redacted]>Date: Tue, Jan 23, 2018 at 3:09 PMThank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted] complaint regarding a delivery. 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, Ms. [redacted] is a “pay in advance” customer, meaning she must pay for her propane before receiving a delivery. A delivery is usually made within 7 to 10 days after customers request a fill, regardless if they are “pay in advance” or on credit terms. We do offer charge customers who request a Same-Day Delivery a fee since delivering to them takes us off our scheduled delivery route for that day. It should also be noted that Ms. [redacted] is a low volume user. AmeriGas, like most propane marketers, uses volume pricing. Generally, the higher the customer volume, the lower their price per gallon will be. This is because the cost of making a small volume delivery of 60 gallons is essentially the same as the cost/expense of delivering 800 gallons. As a threshold matter and to address Ms. [redacted]’ concern regarding AmeriGas’ propane prices, 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. 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 but are not limited to: 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 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. PO Box [redacted], Valley Forge, PA, 19482 – Tel. ###-###-#### Sincerely,  Melissa F[redacted]AmeriGas Propane, LPCustomer Experience Specialist[redacted]3

Thank you for giving AmeriGas Propane, L.P, (“AmeriGas”) an opportunity to respond to [redacted] complaint regarding a service dispatch fee. 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.[redacted] terminated her service with AmeriGas and as such she was charged our standard service dispatch fee for the tank removal with a due date of April 10. 2017. Her account received three (3) late fee due to non-payment. As a courtesy, we removed the three (3) late fees from her account, totaling $108.00. [redacted] paid the service dispatch fee on August 11, 2017. Her account is now closed with a zero (0) balance. If [redacted] needs further explanation of our fees they are clearly outlined in our Terms & Conditions which is located on our website and on the back of our invoices.AmeriGas reasonably considers this matter closed.Sincerely,Jill D[redacted]

Thank 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 her complaint, we investigated the allegations contained...

therein and provide the following response based on our findings. By way of background, Ms. [redacted] was not participating in one 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, Ms. [redacted] is considered a market based customer and pays a price per gallon set by the company on the date of delivery. In addressing Ms. [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 business. This “first fill” pricing is markedly different from a competitor’s normal market-based pricing. We have offered a one-time concession of $2.30 but Ms. [redacted] declined. We value our customers both past and present 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] Melissa F[redacted]AmeriGas Propane, LPCustomer Experience Specialist

February 8, 2017Dear [redacted]:Thank you for giving AmeriGas Propane, L.P, (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding the placement of a tank on his property. 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 understand and appreciate [redacted]s concern for the safety of his family. As such, when [redacted] expressed concern regarding the placement of our tank on his property, a service technician was dispatched. As communicated to [redacted], our service technician reported the tank’s positioning to be safe. Still unsatisfied with our assessment, [redacted] informed AmeriGas he would be altering the tank. Doing so posed a safety hazard and our local office decided to remove the tank on February 3, 2017. Although, AmeriGas has a no refund policy, which is outlined in our Terms and Conditions, [redacted] will receive a credit for the unused propane due to the circumstances. Mr. Kibodeuax’s account has been closed and he will receive a refund of $24.45 in the next few weeks. 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 RCustomer Advocacy Specialist

[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:The information provided is incorrect. Again, I have a surveillance video that can show employees accessing my backyard after knocking on my front door during all these months, except in March. I had given Amerigas the access code to be written on file, yet they continuously ask me for my passcode every time an employee shows up.  This just proves the point I made in my earlier response. Amerigas conducts it's business in a cunning way and I question their business and social ethics. It's a great advantage for me to switch to another energy provider. For example, real estate properties in my area enjoy higher resale value when their energy source does NOT depend on Amerigas propane. That's a fact that's been proven all over the news and the city officials. I obviously can see the reasons behind the way Amerigas business ethics and reputation devalue the resale value of houses. I refuse to be a victim of this monopoly. 
Regards,
[redacted]

We have reviewed our meter read with the one that [redacted] has provided us and have confirmed that the read on her account is accurate. If [redacted] would like to be put on a payment plan, please contact the local office at ###-###-####. Thank you,Melissa F[redacted]

Good Morning [redacted] and thank you for responding. My rejection to this response is to what was stated. When I spoke to your office, It was confirmed that the reading is confirmed wrong. Once again, my stove does not use $496 worth of gas. I have paid amerigas Upto $1000 for a gas bill in one month. Even with a water heater, a house heater and a stove, this is excessive. Amerigas has got to accept that the overcharges is unacceptable. I am not the only customer complaining about the readings and GESTIMATES from your company. Being the only company who has the agreement with the developer to be the ONLY gas provider in the neighborhood gets consumers like us tied up to contracts we did not sign. $15.93/ 100 cubit ft of gas is way above the market price. We are hardly home, heater not turned on, stove used at night 2 adults 3 kids, how is this possible? Water heater electric, central heating hardly ever used because our bill last year was so high. Your company roll over credits to the next month and add it as amount due in the next month. I was given $ 1500 credit in a month as [redacted] came back and said they found mistakes in the reading. The next month, my bill was $1500 with unexplained adjustments. This does not include my [redacted] light bill. The last bill of 468 was also a carry over from the previous month credit given so no credit was given until this last bill. $428 was paid last month. I did not use $428 worth of cooking gas. The solution I was given: Free installation of an above ground tank, $1.99/ gallon gas filled; no yearly lease payment. No one has responded in writing that this is what is being offered. I asked the associate to confirm what was discussed over the phone by email, no response at all. I cannot accept this  unless in writing as I would not like to go  over this again a month after installation. Then I called again yesterday and the lady tells me something else. That my gas price can go upto $ 6 or 7/ gallon ( Excessive/ market price she stated. the same $15.93 market price that other companies are not charging). So nothing has been confirmed in writing. The terms have not been confirmed nor made clear to me.Getting a tank is my other option. Company has not made the terms clear. [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]

[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].  As requested, the needed information is as follows:Energy North Propane[redacted] DriveConcord, NH  03301Account Number:  [redacted]My address at the time of last two deliveries - [redacted] Drive, Litchfield, NH  03052. Last invoice number issued:  [redacted]9 dated 1/21/17
Regards,
[redacted]

[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.  We appreciate Amerigas"s timely response.
Regards,
[redacted]

From: Amerigas Customer Advocate<[redacted]>Date: Tue, Jan 23, 2018 at 3:21 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. We apologize for the confusion; we have rebilled the past two (2) deliveries for the contracted price. Mr. [redacted] has spoken with Shellie Walrath, the district manager, and we have agreed to honor this contract until the end of March 2018. 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]AmeriGas Propane, LPCustomer Experience Specialist[redacted]3

[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:I am very happy being a will call customer. However, Amerigas switched our service region from Orange to Palmer without explaining that Palmer has different policies in how they handle Will Call orders. My concerns about the differences in policy were addressed by the manager Paul during my last order. He handled the matter professionally.However, my concerns about the insufficient number of gallons in the Propane Order on Dec. 13 were not addressed. I have ordered Propane from Amerigas for over two years and have never had any concerns before about gauge reading discrepancies (including with our last delivery this past week). Our previous propane tank readings were always similar before to the equipment on the truck. We have always been pleased with the service and with the drivers. With the delivery on Dec. 13, the truck's gauge was apparently lower at the beginning and higher at the end--the readings should not be off in both directions on the same day--and not by so much. We are not talking about just a few gallons difference in the reading. Moreover, although we pointed out the discrepancy to the driver--and he stated he would wait until we had called the office to pay for the remaining gallons so that he could fill up the tank completely on the spot and thereby clarify the true reading, he drove off while we were on the phone. We did not receive 160 gallons of propane on Dec. 13th.  
Regards,
[redacted]

From: Amerigas Customer Advocate<[redacted]>Date: Wed, Feb 8, 2017 at 12:30 PMSubject: RE: Revdex.com Complaint - [redacted]To: "[redacted]" <[redacted]>We are unable to locate an account with the information...

provided. Please request the consumer provide his account number or service address. Thank you, Tracie R[redacted]Customer Advocacy Specialist###-###-####[redacted]

From: [redacted] [redacted]<[redacted]>Date: Mon, Sep 18, 2017 at 11:41 AMSubject: case # [redacted] resolvedTo: [redacted]Hello [redacted]thank you for your help.sorry for not responding to the original Revdex.com message.an Amerigas manager did call meand the case has been resolved to my satisfaction.[redacted]

When we discontinued our business with them, it took 1 month for the to retrieve their propane tank. Shortly after we receive a bill in the mail for $96.88 for pick up of the tank and for removing the left over gas out of the tank that we paid for.

From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, Jun 30, 2015 at 9:26 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded...

message ----------From: [redacted] <[redacted]@[redacted].net>Date: Mon, Jun 29, 2015 at 8:54 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>I filled a complaint this Am in regards to Amerigas and reimbursement issue.  This Pm when I got the mail a check for $228.92 was delivered thus resolving the issue.  I thank You for your attention to this matter which s now resolved.

[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]

November 15, 2017Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to Rosa White’s complaint regarding tank removal. 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.We will be picking up the tank on Monday, November 20, 2017. As a courtesy, we will be refunding the propane left in the tank.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

Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted]’ complaint regarding cylinder catching fire. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. [redacted]’ complaint, we investigated the allegations...

contained therein and provide the following response based on our findings. On July 1, 2015, [redacted] who works for our third party insurance claim company ([redacted]) spoke with Mr. [redacted] regarding this matter. Mr. [redacted] and Mr. [redacted] are working towards a resolution for this matter. In light of the foregoing, AmeriGas reasonably believes this matter is on its way to being resolved. If you have any questions or require further information, please feel free to contact me. Sincerely, Haven R. D[redacted] Haven D[redacted] Customer Advocacy Department Cc: Cindy H[redacted], Area Director Buddy D[redacted], District Manager

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respondto [redacted] complaint regarding billing concerns. AmeriGas takes any complaint byits customers seriously. Therefore, upon receipt of his complaint, We investigated the allegationscontained therein and provide the following response based on our ?ndings.We apologize for the confusion. Since ?ling this complaint, We issued a credit for $931.20.[redacted] has received a refund for $785.16. His account is closed With a zero (0) balance.We value our customers both past and present and apologize for any inconvenience to[redacted]. If you have any questions or require further infonnation, please feel free tocontact me.Sincerely,[redacted]Melissa Fi**Customer Experience Specialist[redacted] [redacted]