AmeriGas Propane LP

October 24, 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 his complaint, we investigated the...

allegations contained therein and provide the following response based on our findings.[redacted] is correct we did misread his meter, which in turn caused his account to be inaccurately charged. [redacted] did make many attempts to have this corrected but unfortunately we failed to do so. [redacted]’s account was credited $864.74 on October 18, 2014 and AmeriGas District Manager Ronald G[redacted] contacted him directly to correct the issue. [redacted] did indicate to Mr. G[redacted] he was satisfied with this resolution.We value our customers and apologize for any inconvenience we caused [redacted]. In light of the foregoing, we reasonably consider this matter resolved.Sincerely,Jill DCustomer Advocacy Manager

I purchased a tankless water heater (renai) from the Dundee, FL office and had my 500lb tank filled for the first fill by them as well. They installed the heater incorrectly. After 6 calls they finally sent a Renai rep to review and he made some changes to the settings and said they installed the wrong size gas hose and recommended immediate fix. Then after 8 calls and a personal visit it took this office 6 weeks to make this correction. Then I emailed the home office to complain and they said it was escalated to management and someone would contact me within 3 days. 30 days later no response. This company has extremely poor customer service from top down.

May 6, 2015
Dear [redacted]:
0px;">Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding his account and 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 May 4, 2015 the tank was removed from [redacted]’s property. Credits were also applied to the account for the remaining gas in the tank, late fees and [redacted]’s security deposit. [redacted] contacted her local AmeriGas office and paid the remaining balance of $263.85. The [redacted]’s account has now been final billed with a zero (0) balance.
 
We value our customers both past and present and apologize for any inconvenience caused to **. & [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
[redacted]

[redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
rgb(34, 34, 34); font-size: small; font-family: arial, sans-serif;">---------- Forwarded message ----------[redacted] [redacted] [redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted]
Dear [redacted]
 
Please accept the attached letter as our official response to [redacted] complaint.  If you need any further assistance please do not hesitate to contact us. 
 
FYI – This complaint was 1 of 4 no response complaints.  Close it please. 
 
Thanks,
 
Haven D[redacted]
AmeriGas Field Service Center
Customer Advocacy Department
**
Dear [redacted]
Thank you for giving AmeriGas Propane, L.P ("AmeriGas") an opportunity to respond to [redacted] complaint regarding his 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.
Attached is a signed AmeriGuard Agreement from [redacted]. Under section three (3) in the Propane Delivery Protection section, the contract states AmeriGas will monitor our customer's usage and will provide propane when needed. Therefore a delivery was made to [redacted] and no credit will be issued for the delivery. AmeriGas has no record of [redacted] requesting to be removed from automatic delivery prior to the delivery in question. The [redacted] account has now been changed to pay in advance will call.
The [redacted] are currently on a discounted price per gallon rate of $2.86 which is roughly .80 cents below our average selling price in Richmond VA. AmeriGas informed the [redacted] it would be best to raise their monthly payments due to their usage but they refused. During the past 8 years AmeriGas has received three checks from the [redacted] that have been returned for insufficient funds. Their account has also been placed on payments plans on four occasions. AmeriGas has gone above and beyond in our attempts to help the [redacted]
The [redacted] account currently has a balance due of $1,3265.50.
We value all of our customers and trust this response address [redacted] allegations. In light of the foregoing, AmeriGas reasonably believes that this matter is resolved. If you have any questions or require further information, please feel free to contact me.
Sincerely,
Haven D[redacted]

February 19, 2015Dear [redacted]:
Thank you for giving AmeriGas Propane, L.P. d/b/a [redacted] LP Gas...

(“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding 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.
[redacted] is correct she did call to have her tank removed and her account closed but unfortunately we failed to do so. We have however since picked-up her tank and waived our standard pick-up fees due to our tardiness. Her account is now in the process of being final billed and she should be receiving her refund shortly.
We value all of our customers both past and present and apologize for any inconvenience 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,
Michele O
Customer Advocate

October 24, 2014Dear [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 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 October 20, 2014 [redacted]’s tank was removed from his property.We value our customers both past and present and 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,
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:
Service was discontinued on July 31, 2014.  As stated in the response the tank was not picked up until December.  Since I was charged for rental on the tank for a full year, I should receive a credit from August thru December.   The credit received did not include the sales tax or other fees incurred from the cost of the gas.
Regards,
[redacted]

July 7, 2015
Dear [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 Center
Customer Advocacy Department
###-###-####

March 7, 2014
Dear **. [redacted]:
Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted] complaint regarding her account and tank gauge. 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] was informed by her local AmeriGas Customer Service Representative of the [redacted], intent to pay voucher process. Once a delivery is made, AmeriGas sends a copy of the delivery ticket with the voucher to Social Services to verify the delivery has been made. AmeriGas must then receive payment from Social Services which could take several months, prior to applying to the voucher to the customers’ account.
**. [redacted]’ monthly budget payment did increase due to the rising cost of fuel this winter caused by propane shortages across the country. **. [redacted] did not enroll in any of our guaranteed price programs; therefore her pricing is based on the market price during the time of delivery. If **. [redacted] would like more information regarding our guaranteed price programs she can contact her local AmeriGas office at ###-###-####. **. [redacted] is currently two months behind on her budget payments and currently has a balance of $743.83 on her account.
An AmeriGas Service Technician is scheduled to examine **. [redacted]’ tank gauge on March 18, 2014.
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,

From: Amerigas Customer Advocate
font-family: arial, sans-serif;"><[redacted]>Date: Fri, Jul 24, 2015 at 12:37 PMSubject: [redacted]: Complaint No. [redacted]To: "[redacted]" <[redacted]>Cc: "F[redacted], Rich F." <[redacted]>, "S[redacted], Sara" <[redacted]>
Ms. [redacted],
 
Attached is our official response to Ms. [redacted]’s complaint.
 
 
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 a postcard she received. 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] received a postcard mailer from AmeriGas with an offer for new customers only. The postcard offered new residential lease tank customers a fixed price of $1.99 per gallon until March 2017. A sample of the postcard is enclosed. Ms. [redacted] received this postcard in error since she is s current customer but we agreed to bill her last delivery at $1.99 per gallon. Ms. [redacted] received an invoice for $331.74 which was the current price at the time of delivery. We have since rebilled the delivery at the price of $1.99 per gallon with the invoice totaling $207.07.
We value our customers and I trust this response addresses Ms. [redacted]’s 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,Jill  D[redacted] Customer Advocacy ManagerCc: Rich F[redacted], Area DirectorSarah S[redacted], Operations Manager

May 13, 2014
Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint...

regarding a refund for a tank exchange. 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.AmeriGas does not charge $30.00 to use one of our cylinders in the cylinder exchange program. We apologize if the [redacted] Representative relayed incorrect information to **. [redacted].We apologize for any inconvenience **. [redacted] experienced. 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,

From: Revdex.com of Metro Washington DC
font-family: arial, sans-serif;"><[redacted]>Date: Fri, Jan 23, 2015 at 9:29 AMSubject: Fwd: [redacted] - Revdex.com Complaint #[redacted]To: [redacted] <[redacted]>---------- Forwarded message ----------From: Amerigas Customer Advocate <[redacted]>Date: Thu, Jan 22, 2015 at 12:43 PMSubject: [redacted] - Revdex.com Complaint #[redacted]To: "[redacted]" <[redacted]>Cc: "[redacted]" <[redacted]>, "[redacted] A.D. N05" <[redacted]>
Dear Ms. [redacted],
 
Please accept the attached letter as our official response to [redacted]’s complaint.  If you need any further assistance please do not hesitate to contact us. 
 
Thank you,
 
[redacted]
AmeriGas Field Service Center
Customer Advocacy Department
###-###-####

August 7, 2014Dear [redacted]:Thank you for giving AmeriGas L.P. (“AmeriGas) an opportunity to respond to [redacted]’s complaint regarding a tank removal and a refund. AmeriCas 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.AmeriGas picked up the tank from [redacted]’s residence on July 30, 2014. A refund in the amount of $485.35 has been issued for [redacted]. He should allow seven (7) to ten (10) business days for the refund check to arrive.We value our customers both past and present and we do 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[redacted] Customer Advocacy Manager

I have no idea how this office is still in business. Everyone in our development (Canterbury Estates) has only had bad experiences with Amerigas. Customer service is all but nice and friendy. Every year I fill my 500 gallon tank and there is always issues. Sometimes they overfill it, another time they say the level was lower than what I had recorded a day prior and not to mention about the prices.
Today, I came home to a notice that they had filled my tank but they shut the service off because they could not perform a pressure test (11:25 AM) since we were not at home. I guess they expect their customers to sit at home and wait for them but they don't call to tell you they will stop by. It's middle of December and my heat, hot water and fireplace are all propane. My wife, me and my little 3 yr old daughter come home after 5:00 PM to a notice that the service was [redacted] off but tank has been filled. [redacted]
Can't they call to say this needs performed and you need to come home otherwise you will be without heat. They call for anything else or when they need their invoice paid but when they are turning your service they leave a note to call the office, which closes before I get home.
Either they will sell me this tank and I can stop using this poorly run company (office) or I will pay twice as much to dig that thing out and they can pick it up.
I'm so fed with the entire company and the local office.
I would never and will not do business with them anymore.

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Dear [redacted],
 
Please accept the attached letter as our official response to [redacted]’ complaint.  If you need any further assistance please do not hesitate to contact us. 
 
Thank you,
 
Haven D[redacted]
AmeriGas Field Service Center
Customer Advocacy Department
###-###-####
 
Thank you for giving  AmeriGas Propane, L.P ("AmeriGas) an opportunity to respond to Shawn C[redacted]' complaint again regarding a meter. 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.
Assistant Area Director, Neil H[redacted] left a voicemail from [redacted] informing him a metered system will be reinstalled at his residence. Mr. H[redacted] also left his cell number for [redacted] if he has any questions or concerns.
We apologize for any inconvenience to [redacted] and trust this response addresses his concerns. In light of the foregoing, AmeriGas reasonably considered this matter as resolved. If you have any questions or require further information, please feel free to contact me.
 
Sincerely,
 
Haven R. D[redacted]
 
Customer Advocacy Department

July 28, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L. dba [redacted] Propane (AmeriGas) an opportunity to respond to [redacted] complaint regarding his account. AmeriCas 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.On July 21, 2014, [redacted] Propane's District Manager, Andrea M[redacted], left a message for [redacted]. Ms. M[redacted] issued credit on [redacted] account and also a refund as requested. The refund of $86.45 was issued on July 23. [redacted] should allow approximately ten (10) business days to receive the refund.
We apologize for any inconvenience [redacted] may have experienced and trust that this response 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, 
Jill D[redacted]
Customer Advocacy Manager

December 5, 2014Dear [redacted]:
Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an...

opportunity to respond to [redacted]’s complaint regarding an invoice and a tank removal. 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.
[redacted] asserts he received a final bill invoice for $109.14 but the invoice was actually a yearly tank rental fee. [redacted] contacted his local AmeriGas office on September 22, 2014 to request a tank pick up. Unfortunately, a tank rental invoice generated on September 30, 2014. District Manager, Bob M[redacted] reversed the tank rental fee and the account has been closed with a zero (0) balance. [redacted]’s tank was picked on November 28, 2014.
We value our customers both past and present and 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,Jill D
Customer Advocacy Manager

July 30, 2014
Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’ complaint regarding a tank removal. Upon receipt of [redacted]s’ complaint, we investigated the allegations contained therein. We have concluded our...

investigation and provide the following response.On July 23, 2014 the tank was removed from [redacted]’ property. We do apologize for the delay in the removal of the tank.We value our customers both past and present and trust this response addresses [redacted]’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,Jill D[redacted] Customer Advocacy Manager

April 23, 2014Dear **. [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas) an opportunity to respond to [redacted]’s complaint again 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.It has been determined when **. [redacted]’s contract for her fixed price and monthly Budget Payment was entered in the system, there was a system issue causing her deliveries to be charged at the market rate and was not generating invoices correctly. Her fixed price and Budget Payment contract has been corrected and going forward she will be charged $2.08 per gallon for the rest of the contract term. District Manager, [redacted] has issued credits for price adjustments for the deliveries made at the incorrect price. Recently, **. [redacted] received past due notices in the mail, she can disregard them and resume her normal monthly budget payment amount of $96.00. **. [redacted]’s next Budget Payment is due on May 31, 2014.We value our customers and apologize for any inconvenience to **. [redacted]. In light of the foregoing, we reasonably consider this matter resolved. We appreciate **. [redacted]’s business and look forward to continuing to provide her with service. If you have any questions or require further information, please feel free to contact me.Sincerely,

Revdex.com of Metro Washington DC




Apr 23 (2 days ago)










to me




 
 
 
 
---------- Forwarded message ----------
From: Amerigas Customer Advocate <[email protected]>
Date: Wed, Apr 23, 2014 at 3:19 PM
Subject: [redacted]
To: "[email protected]" <[email protected]>
Cc: "Carlson, [redacted] S." <[email protected]>, "Maiolini, Roger" <[email protected]>
**. [redacted],
 
Please accept the attached letter as our official response to [redacted]’s complaint. Please do not hesitate to contact us should you need any more information.
 
Respectfully,     
 
 
Jill Donohue
Driving Customer Service Every Day
Customer Advocacy Manager
 
 
 
 
 
 
CT 2014-4-23 Revdex.com ([redacted] Rebuttal).pdf

---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Tue, Apr 22, 2014 at 2:59 PM
Subject: id [redacted] update
To: [email protected]
I received a bill from Amerigas for over $3000, and called the local office in [redacted], CT.  The billing person, [redacted], said my balance is approx $1300.  I have not received a new, itemized bill yet.  The one that was sent was not itemized, so there is no info regarding the rate per gallon they are charging me, and NO RECORD of any payments.  How can you consider this UN-RESOLVED ???
  [redacted]
 
 [redacted]
 
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