AmeriGas Propane LP

[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.  I would like to thank the Revdex.com for their prompt and efficient help with the dispute. I also would like to thank Amerigas for their  generous accommodation in the resolution of this complaint. I would not hesitate to be a repeat customer with Amerigas or recommend Amerigas to others. I will admit that walking back into Amerigas office or calling the Amerigas office would be somewhat threatening to me now that I know that a not so friendly clerk would respond to my queries. I'm so glad that I no longer teach school. Thank you very much.
Sincerely,
[redacted]

Good Morning,
We are unable to respond to this complaint based on the information provided. We are unable to find an account with **. [redacted]'s name on it. The address provided on the complaint does appear in our system, but the account has been closed for over a year and does not match our...

AmeriGas location **. [redacted] provided an address for. **. [redacted] will need to provide his account number to help us research this matter.
Thanks,
Haven D[redacted]

March 19, 2014
Dear **. [redacted]:
Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding running out of gas. AmeriGas takes any complaint by its customers seriously and upon receipt of...

**. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.
A recent review of **. [redacted]’s account indicates that he is a forecast customer. As a forecast customer, delivery tickets are automatically generated based on a number of factors, such as degree days and the customer’s annual usage, resulting in the scheduling of an automatic propane delivery. Unfortunately, we were unable to get a delivery to **. [redacted] prior to February 28, 2014 due to an increase in customer demand and he ran out of gas. However, **. [redacted] did receive a delivery the same day he ran out of gas (February 28th).
We value our customers and sincerely apologize for any inconvenience we have caused to **. [redacted]. As a courtesy, AmeriGas issued a $100.00 coupon to **. [redacted] which was applied to his account on March 18, 2014.
We trust this response addresses **. [redacted]’s concerns. In light of the foregoing, AmeriGas reasonably believes that this matter has been resolved. If you have any questions or require further information, please feel free to contact me.
Sincerely,

December 15, 2014
Dear [redacted]:
font-family: arial, sans-serif;">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.
On October 20, 2014 the tank was picked up from [redacted]’s location and a refund check for $55.38 was sent to her.We value our customer 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,Jill D
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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: The tank had 80% which I believe is considered full . I was also on automatic fill and since no gas  was added the tank it could not hold any more. The check that was sent 52.38 was also rejected and returned to the company. I would have taken a picture of the gauge if they would have notified to me that they were coming .
Regards,
[redacted]

From: Revdex.com of Metro Washington DC
font-family: arial, sans-serif;"><[redacted]>Date: Thu, Mar 12, 2015 at 4:54 PMSubject: Fwd: [redacted], Complaint No. [redacted]To: [redacted] <[redacted]>---------- Forwarded message ----------From: Amerigas Customer Advocate <[redacted]>Date: Thu, Mar 12, 2015 at 11:07 AMSubject: [redacted], Complaint No. [redacted]To: "[redacted]" <[redacted]>Cc: "W[redacted], Jeffrey" <[redacted]>, "Z[redacted], Roni" <[redacted]>
Ms. [redacted],
 
Attached is our official response to Ms. [redacted]’s complaint. Please contact us directly should you require anything further.
 
Thank you,Jill D[redacted]
 
 
Jill D[redacted]
Driving Customer Delight Every Day
Customer Advocacy Manager
Office: ###-###-####
 
Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding automatic delivery and out of gas credits. 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.District Manager, Roni Z[redacted] left a message for Ms. [redacted] to discuss her account. Ms. [redacted] was on a payment plan to pay off the balance of her account; as such a delivery was not made. Her balance of the payment plan was paid the same day she ran out of gas. We delivered 400 gallons to Ms. [redacted] on February 25, 2015 and on March 9, 2015 a $100.00 credit was applied to her account.We apologize for any inconvenience caused to Ms. [redacted] and trust this response address her 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,Jill D[redacted]Jill D[redacted] Customer Advocacy ManagerCc: Jeff W[redacted], Area DirectorRoni Z[redacted], District Manager[redacted], Valley Forge, PA, 19482 – Tel. ###-###-####

This complaint is currently still being researched and we will respond as soon as we conclude our investigation.
Respectfully,
Michele O[redacted]

December 4, 2014Dear [redacted]:
Thank you for giving AmeriGas Propane, L.P. d/b/a Rural Gas & Appliance (“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.
On December 3, 2014 [redacted] contacted his local AmeriGas office and requested that his tank be removed when his new propane supplier has set up their tank. AmeriGas has agreed to [redacted]’s request. AmeriGas will also remove all tank removal fees, per [redacted]’s request. [redacted]’s account currently has a zero (0) balance.
We value our customers and are sorry we were not able to keep [redacted]’s business. 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

[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:  As part of the settlement for Amerigas Co. unscrupulous behavior, I want compensation for the residual propane left in the tank upon removal by Amerigas Co. in addition to the $149.00 tank removal waiver.  That was not specified in their response to me originally.  In addition, I want to be able to set the date and time for removal of the tank and would like that added into the plea deal.
Regards,
[redacted]

September 10, 2014
Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“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.Customer Relations Representative, [redacted] was able to speak with **. [redacted] regarding her concerns and account. **. [redacted] was informed all meter readings were corrected and credits were applied to her account to reflect the corrections. **. [redacted] currently has a credit balance of $142.45.**. [redacted] has agreed to work closely with **. [redacted] to ensure there are no further errors to her account. If **. [redacted] has any other questions or concerns she should contact her local office at ###-###-####.We value our customers and apologize for any inconvenience we have caused to **. [redacted]. In light of the foregoing, we reasonably consider this matter resolved.Sincerely,

April 8, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond again to [redacted]’s complaint regarding his account. Upon receipt of **. [redacted]’s complaint,...

we investigated the allegations contained therein. We have concluded our investigation and provide the following response.On May 26, 2013 a fixed pricing contract (AmeirGuard) was mailed to **. [redacted], but was never signed and returned, therefore he did not receive a fixed price for the year. On December 17, 2013 **. [redacted] contacted our Emergency Call Center (“ECC”) and his message was forwarded to his local office. The local office District Manager, [redacted], returned **. [redacted]’s phone call on December 17, 2013 and left a message which was not returned. **. [redacted] contacted the ECC again on February 27, 2014. The local office proceeded to leave another message for **. [redacted] informing him we were unable to place him on a contract at the time, but could place him on a payment plan to help assist with his balance. **. [redacted] was later able to speak with **. [redacted] to explain why we were unable to place him on a contract. **. [redacted] also informed **. [redacted]’s she could set up a budget plan for the next heating season in June/July.Collection letters were sent to **. [redacted] because he did not settle his budget balance for the previous contract, which ended April 30, 2013. The balance was $997.43 and was not paid off until November 1, 2013.Please let this letter serve as notice that **. [redacted] is willing to credit **. [redacted]’s account $.30 per gallon for his last two deliveries and remove the late fees from his account. If **. [redacted] accepts this offer he will need to contact his local office at ###-###-####.We apologize for any inconvenience **. [redacted] may have experienced and trust that this response addressed the allegations in his complaint. If you have any questions or require further information, please feel free to contact me.Sincerely,

April 4, 2014
Dear [redacted]:Thank you for...

giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding running out of propane. 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.AmeriGas Distribution Manager Shelly [redacted] is working with **. and [redacted]. [redacted]s directly to solve their problem about constantly running out of propane. She has offered them a couple of different solutions and as of April 3, 2014 they are still deciding what the best option will be. **. [redacted]s indicated to **. [redacted] that he would like time to discuss the various choices with his wife. **. [redacted] agreed and will follow-up with **. and [redacted]. [redacted]s early next week to see if they have reached a decision.We value all of our customers and our sorry for any inconvenience we may have caused to **. and [redacted]. [redacted]s. It is our goal to work with them to come up with the best solution possible to avoid this situation from occurring again. Although this complaint has not been solved in its entirety we do believe we are on our way to finding a mutually acceptable resolution. If you have any questions or require further information, please feel free to contact me.Sincerely,

Dear [redacted]:Thank you for giving AmeriCas Propane, L. dba Sawyer Gas (AmeriGas) an opportunity to respond to [redacted] complaint regarding her account. AmeriCas 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 July 2, 2014 the local office was able to speak with [redacted] and apologize for our error. On July , 2014 a refund of 36.02 was issued to [redacted] should allow a couple of weeks for the refund to arrive. [redacted]s account currently has a zero (0) balance.We apologize for any inconvenience [redacted] may have experienced and trust that this response addresses her concerns. In light of the foregoing, we reasonably consider thismatter resolved. If you have any questions or require further information, please feel free to contact me.Jill D[redacted] Customer Advocacy Manager

September 26, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’ complaint regarding a refund. Upon receipt of this complaint, we investigated the...

allegations contained therein. We have concluded our investigation and provide the following response.
On September 24, 2014 a refund of $501.73 was issued to [redacted]. [redacted] should allow a couple of weeks for the check to arrive. [redacted] account has been final billed with a zero (0) balance.
We value our customers both past and present and apologize for any inconvenience we may have caused 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,
Jill D
Customer Advocacy Manager

In November, 2015 because of very poor customer service we cancelled our service with AmeriGas and asked that they come pick up their tank. We sent a letter, certified, return receipt requested, asking them to remove the charge for the tank and advising that their tank had been removed to the side of our driveway and to please pick it up. Upon receipt of the letter, we did receive a call telling us the office had taken us off their service and that they would pick up the tank within a couple of weeks. Well here it is one year letter and we received another invoice for tank rental and the tank is still in our way in our driveway.

December 3, 2014
Dear [redacted]:
font-family: arial, sans-serif;">Thank you for giving AmeriGas Propane, L.P. an opportunity to respond to [redacted]’ complaint regarding her account. AmeriGas takes any complaint seriously. Therefore, upon receipt of her complaint, we investigated the allegations contained therein and provide the following response based on our findings.
Our investigation shows that this matter was already resolved with [redacted]’ at the district level. All credits and payments have been applied and her account is currently showing a zero balance.
We apologize 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

[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:
I have called and got the matter resolved on my own, although no refund has been received as of yet, they say it will be soon. To contradict the message 
from Amerigas, I got a call a few days later telling me that they had no record just like the letter from amerigas said. This was a voicemail, and upon
calling the office back I spoke with a very helpful lady who was able to find the notes where I called in and left a message in april. She stated that they received
the canceling account call with all the info included but it is their policy to speak with the customer directly prior to closing an account and sending a refund.
She had also stated that the company came out and checked the level a full 24 days later after I had called to cancel and that I would only get a refund for 30%.. This in my opinion is unexceptable and poor business that it took them 3 weeks to check the level in a tank for a 10 year customer that was moving. This means that the new home owner who for all I know loves to have his heat set at 95 degrees used my paid for propane for well over 3 weeks before Amerigas decided it was convenient for them to come out. The claim is settled but my complanint still remains the same that Poor customer service and down right scetchy business practice makes me think that this company is out to rip you off any way they can. I would like the unprofessional and cunning person who wrote the letter from Amerigas Corporate to call me directly and despute any of the claims that I have made today because nothing is exaggerated or false. Short of an apology and a full refund for my propane and not a gussed amount that I settled for just to be done with them. I will never be happy nor will I agree that this was my fault. 
Regards,
[redacted]

[redacted] <[redacted]>
11:54 AM (2 hours ago)
to me 
Thank you [redacted]. 
 
Regarding [redacted]’s...

complaint referenced above I can tell you that [redacted] called and cancelled his service with AmeriGas and the tank at his location was picked up on July 23, 2014.  AmeriGas did not charge [redacted] for pumping the gas out of the tank or for picking up the tank and the customer’s account was credited back for the gas that was in the tank.  The account was closed out with a $0 balance. 
 
If you have any further questions please contact me.
 
Regards,
Steven U[redacted], Paralegal
UGI/AmeriGas
###-###-####        
 


U[redacted], Steven A <U[redacted][email protected]>




11:54 AM (2 hours ago)










to me




Thank you [redacted]. 
 
Regarding [redacted]’s complaint referenced above I can tell you that [redacted] called and cancelled his service with AmeriGas and the tank at his location was picked up on July 23, 2014.  AmeriGas did not charge [redacted] for pumping the gas out of the tank or for picking up the tank and the customer’s account was credited back for the gas that was in the tank.  The account was closed out with a $0 balance. 
 
If you have any further questions please contact me.
 
Regards,
Steven U[redacted], Paralegal
UGI/AmeriGas
###-###-####

March 26, 2014
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.AmeriGas attempted to remove the full tank from **. [redacted]’s property but he would not allow our AmeriGas representative to drive on the property. A disclaimer was then presented to **. [redacted] for signature, to allow AmeriGas to drive on the property to remove the tank, but **. [redacted] refused to sign. To resolve this matter, the tank removal has been scheduled and it will be removed within a couple of weeks without **. [redacted]’s signature. A refund for the gas in the tank will be issued when the tank is removed. AmeriGas has issued a credit for all outstanding fees on the account. The account currently has a zero (0) balance.We value our customers both past and present and apologize for any inconvenience we have caused to **. [redacted]. In light of the foregoing, AmeriGas reasonably believes that 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,

March 5, 2015Dear [redacted]:
Thank 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 [redacted]’ complaint, we investigated the allegations contained therein and provide the following response based on our findings.
[redacted] received a delivery on February 16, 2015 of 724.5 gallons. AmeriGas District Manager, Julie S[redacted] also updated [redacted]’ delivery schedule so delivery tickets will generate sooner for her account.We value [redacted]’ business and apologize for the delay in the delivery and for any inconvenience we may have caused. 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