AmeriGas Propane LP

February 24, 2017Dear [redacted]:Thank you for giving AmeriGas Propane, L.P, (“AmeriGas”) an opportunity to respond to [redacted]’s rejection to our initial response. After further investigation we have the following response.Our position regarding **. [redacted]’s billing has not changed. Since our initial response dated February 2, 2017, **. [redacted] is no longer a forecast customer. As a will call customer, **. [redacted] is required to schedule her deliveries either by calling her local AmeriGas office or going online. We recommend scheduling the delivery when the tank is at 30% or higher as the typical delivery window is 7-10 days.Additionally, we have not received a payment since that time and as such, a collection notice was sent to **. [redacted] regarding her past due balance of $670.94. Several messages were left for **. [redacted] with no response.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]Customer Advocacy SpecialistDriving Customer Delight Every Day

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond [redacted] [redacted]’ complaint regarding her account. 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. Ms. [redacted] is correct she was charged both a tank rental and removal fee. These are AmeriGas’ standard fees and they are clearly outlined in our Terms and Conditions, which are given to all of our customers when they begin service with us and can also be found on our website www.amerigas.com. However, as a courtesy to Ms. [redacted] we have removed both of these fees and will be refunding her an additional $146.42. Ms. [redacted] can expect to receive her refund in the next several weeks. We thank Ms. [redacted] for her patronage and trust this response addresses her concerns. In light of the foregoing, AmeriGas reasonably considers this matter closed. Sincerely, Michele O’[redacted] Michele O’[redacted] Customer Advocacy Specialist

Amerigas filled my propane take up and left the bill in my door. Their price was 4.57 a gallon. After I called 4 other gas companies and got a price of 2.19 a gal I was very upset. Needless to say I called and had a heated discussion of why their prices were so high. I never received a straight answer. She did cut the price by .50. So now it is 4.07 a gal. I also have to pay 53.00 a yr to use their tank.

---------- Forwarded message ----------
sans-serif;">From: Revdex.com of Metro Washington DC<[redacted]>Date: Tue, Feb 10, 2015 at 4:42 PMSubject: Fwd: [redacted] Complaint #[redacted]To: [redacted] <[redacted]>---------- Forwarded message ----------From: Amerigas Customer Advocate <[redacted]>Date: Tue, Feb 10, 2015 at 2:09 PMSubject: [redacted] Complaint #[redacted]To: "[redacted]" <[redacted]>Cc: "W[redacted], Alan" <[redacted]>, "D[redacted], Alan" <[redacted]>
Ms. [redacted]---Attached is our official response to Mr. [redacted]’s complaint. Please should you have any further questions do not hesitate to contact me.
 
Respectfully,
Michele O[redacted]
 
AmeriGas Customer Advocate
[redacted]
Phone: ###-###-####

January 19, 2015
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Dear [redacted]:
Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a tank removal. 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.
 
We apologize for the delay in the tank removal. The tank removal is now scheduled for February 10, 2015, but will be removed sooner if at all possible.
 
We apologize again for any inconvenience caused to [redacted]’s and trust this response addresses his 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,Haven D
Customer Advocacy Department

October 24, 2014
Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]...

complaint regarding her account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted] complaint, we investigated the allegations contained therein and provide the following response based on our findings.AmeriGas has been in constant contact with [redacted] regarding this matter and are working to resolve the issue.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,
Jill D
Customer Advocacy Manager

January 19, 2015
Dear [redacted]:
Thank you for giving AmeriGas Propane, L.P. (“AmeriGas) an opportunity to respond to [redacted]’s complaint regarding a delivery he received. 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.
Our investigation shows [redacted]’s account is on a fixed cycle, which means we make automatic deliveries to him and fill his tank at the time of those deliveries. On the date of his last delivery [redacted]’s tank level was reading at 2%, which is why it took so many gallons.
We value [redacted]’s business and hope the information above addresses his concerns. 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,
Michele O

Ok this is the last time I use Amerigas. Received our bill today and was charged 2.35/gal. Called local suppliers for their price and was told 1.51/gal. So I called Amerigas and complained so they dropped the price to 1.80/gal.? If I had not questioned this they would have made approximately 150.00 more than what should have been.
They said there would be a fee of 150.00 to pump out gas and would NOT reimburse me for that gas!? Then would charge me 59.00 to pick up the tank. You wonder how many people have been taking advantage of for not questioning this. Needless to say this is not the only time they have over charged us but we never questioned it.

From: [redacted]
sans-serif;"><[redacted]>Date: Tue, Dec 23, 2014 at 2:29 PMSubject: complaint#[redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>I would like to notify the Revdex.com that I spoke to a district manager at amerigas by phone and was assured that all of my delivery concerns would be looked into and some billing issues have been addressed and resolved to my satisfaction.thank you for looking into my complaint for me,it has now been resolved.............................................................[redacted]

October 20, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding her refund. 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.
[redacted] is correct she did call in August to cancel our services and have a refund issued. We did attempt to mail her a refund but it was returned to us as undeliverable and we have not gotten her refund to her. However, since receiving this letter we have reissued [redacted]’s check and it was delivered today, October 20, 2014.
We value all of our customers both past and present and apologize for any inconveniences we may have caused [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
Customer Advocacy Manager

June 29, 2015
small;">Dear [redacted]:
Thank you for giving AmeriGas Propane, L.P d/b/a [redacted] (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding her account. 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 28, 2015 a credit of $553.19 was applied to [redacted]’s account to remove her balance and late fees. [redacted]’s account currently has a credit balance of $32.83Please 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 and apologize for any inconvenience we have caused [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,
Haven D[redacted]
AmeriGas Field Service Center
Customer Advocacy Department
###-###-####

December 24, 2014Dear [redacted]:
Thank you for giving AmeriGas Propane, L.P. d (“AmeriGas”) an...

opportunity to respond to [redacted]’s complaint again regarding a 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.
We apologize for the delay in retrieving the tank from [redacted]’s property. The tank was picked up on December 18, 2014. A refund of $153.11 was issued and [redacted] should allow two (2) weeks for the refund to arrive.
We value our customers both past and present and apologize for any inconvenience [redacted] experienced. In light of the foregoing, we reasonably believe 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,Jill D
Customer Advocacy Manager

May 8, 2015
Dear [redacted]:
Thank you for giving AmeriGas Propane, L.P d.b.a. Sawyer Gas (“AmeriGas”) an opportunity to respond to [redacted]’ complaint again regarding a new meter. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of the [redacted]’ complaint, we investigated the allegations contained therein and provide the following response based on our findings.
On May 6, 2015 our Service Technician replaced [redacted] meter. No leaks were found after the replacement and [redacted] was present during the process.
I trust this response addresses [redacted] concerns. In light of the foregoing, AmeriGas reasonably considers this matter is resolved. If you have any questions or require further information, please feel free to contact me.
Sincerely,
Haven D
Customer Advocacy Department

September 24, 2014
Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond again to [redacted]’s complaint regarding his account. AmeriGas takes any complaint we receive seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.
On September 12, 2014, in good faith AmeriGas issued a refund to [redacted] for $75.99. We reversed one $36.00 late fee and the $39.99 service labor fee.
AmeriGas reasonably considers this matter closed. If you have any questions or require further information please feel free to contact me.Sincerely,Jill D Customer Advocacy Manager

Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to Ms. [redacted]’ s complaint regarding the price she was charged. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Ms. [redacted]’s complaint, we investigated the allegations...

contained therein and provide the following response based on our findings.Ms. [redacted] is correct she was charged our current market rate for her order. Ms. [redacted] has chosen not to have a contract with us locking her in at a guaranteed price. Therefore, whenever she receives a delivery she is charged the going market price. In regards to AmeriGas charging fees for disconnect, pump out and removal, Ms. [redacted] is correct we do charge these standard industry fees, all of which are explained in our Terms and Conditions. A copy of our Terms and Conditions is given to all of our customers when they sign-up for our services and are also available at our local district offices and on our website. Since receiving this letter AmeriGas District Manager John V[redacted] has tried to reach out to Ms. [redacted] directly regarding this matter but unfortunately he was not able to speak with her. Should Ms. [redacted] have any further questions she can contact our local district office at ###-###-####.We value Ms. [redacted]’s business and trust this response addresses her concerns. 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,Michele O[redacted]Michele O[redacted] Customer AdvocateCc: Dave B[redacted], Area DirectorJohn V[redacted], District Manager

I spoke with a front office staff in their Overgaard Arizona office about Propane Rates. After asking why their Rates were still over $3.00 a gallon (my last Bill was 3.37), when the other Propane companies in 50 mile radius that I talked with were below $2.30, was told that the Corporate sets the Rate [in another State]. However, if I were to bring in a quote from another Propane company that they would match that Rate.
And then when they came and emptied my propane tank they charged me a $1.00 per gallon restocking Fee. How do you restock propane?
How can a company expect to maintain customers if they over charge by around a dollar a gallon? But then will match another company Rate if you bring in a quote.
Just does not seem like a way to do Business.

Despite our auto-delivery contract, amerigas did not deliver for a full month, in the middle of winter. When this resulted in us running out of fuel (no heat, no way to cook) right in the teeth of the winter's worst storm, amerigas refused any kind of emergency delivery, or, in fact, to do ANYTHING for us at all until monday morning, period. A family of four with young kids was left to freeze and go hungry for well over 48 hours. We will be filing a lawsuit as soon as the courthouse opens. Please do not give this company your business.

Amerigas is the most dishonest company. Horrible experience numerous times with them. If you own one of their tanks they can charge you what they want. I called for propane refill she quoted me 5.00 per gallon! Crazy high. Called 3 other local propane companies they were 1.89 per gallon. If you own their tank you can not have another company fill your tank. If you ask them to come take it it will cost 3000.00 to buy their tank it is over 2000.00. When we bought our home the tank was here so we are stuck and they realize that so they can charge you what they want. Total scam
Please do yourself a favor go with another propane company. They are so dishonest. Sad

This company has horrendous customer service and does not communicate what a customer should expect clearly. We are new customers to Amerigas form purchasing a home. We were set up for a safety check, and when the technician came out, he stated no fill was needed on our gas tank. We are contracted for will call only, so the tank will only be filled when we request a service.
I found a bill on my door yesterday showing that someone from Amerigas, who I did not authorize to come to my property, came and filled our tank without us requesting a fill. When I called Amerigas, I was told that they always fill a tank with a new customer, however, that was not communicated in any emails I received, phone calls I was on, nor in the paperwork I received from Amerigas.
I received emails with a rude tone after calling expressing concern for a service that I did not authorize or have knowledge of, and when I spoke to a supervisor, she stated, and I quote, "If we told our customers every little detail we would be on the phone forever". The fact that the supervisor was not sympathetic or understanding of the situation was so upsetting. In fact, she tried to turn the situation around on me. If you can help it, do NOT use this company. They do not have their customers' best interest at heart.

November 5, 2014
Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint...

regarding his account. 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.Since receiving this letter [redacted] has been in direct contact with his local district. They have apologized to [redacted] for the delay and have had his refund issued.We value all of our customers both past and present and our sorry for any inconvenience we may have caused [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
Customer Advocacy Manager