AmeriGas Propane LP

June 17, 2014
Dear Ms. Ortiz:Thank you for giving AmeriGas Propane, L. (AmeriGas) an opportunity to respond to [redacted] complaint regarding her account. AmeriCas takes any complaint we receive seriously. Therefore, upon receipt of [redacted] complaint, we investigated the...

allegations contained therein and provide the following response based on our findings.[redacted] previous budget plan from [redacted] Gas did not transfer over to AmeriCas, therefore [redacted] budget plan increased. We apologize for the inconvenience this may have caused [redacted]. Budget plans require a monthly payment to help customers during the winter season and to help build a credit for the next budget season. [redacted] current budget plan will end on June 30, 2014.We value all of our customers and apologize for any confusion we have caused [redacted]. In light of the foregoing, AmeriCas reasonably considers this matter resolved. If you have any questions or require further information please feel free to contact me.

March 5, 2015Dear [redacted]:
Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding her price per gallon for a delivery made in July of 2014. 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]’s price per gallon for her July 17, 2014 delivery was changed from $4.32 to $1.87. [redacted]’s account currently has zero (0) balance.
We apologize for any inconvenience we may have caused [redacted] and trust this response addresses her concern. 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
Customer Advocacy Department

April 10, 2014
Dear **. [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted] complaint regarding a tank removal. 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.On April 1, 2014 the tank was removed from **. [redacted] property. On April 3, 2014 a credit of $485.76 was applied to the account and a refund of $114.04 was issued. **. [redacted] should allow a couple weeks for the refund to arrive. **. [redacted] account was 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, we reasonably consider this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,

October 29, 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.
Since receiving this complaint, [redacted] has been in contact with both her local AmeriGas office as well as a representative from [redacted] regarding this situation. [redacted] has agreed to pay $4,441 towards her account balance and AmeriGas will write off the remaining balance. We scheduled an appointment for November 4th to deliver 25 gallons of propane so we can conduct a leak test as well as probe the ground surrounding the tank in order to determine the integrity of the system. [redacted]’s account moving forward will be set-up as a “Pay In Advance” customer; this includes the 25 gallons needed for the November 4th appointment. As a courtesy to [redacted] we will waive our standard leak test fee. However, all of this is contingent on her paying the agreed upon balance prior to the November 4th appointment.
We value all of our customers and are happy we were able to reach a mutually agreeable resolution with [redacted]. If you have any questions or require further information, please feel free to contact me.
Sincerely,
Jill D
Customer Advocacy Manager

From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, Dec 9, 2014 at 4:42 PMSubject: Fwd: RE [redacted], Complaint No. [redacted]To: [redacted] <[redacted]@myRevdex.com.org>
---------- Forwarded message ----------From: Dave rice <[redacted]>Date: Tue, Dec 9, 2014 at 10:31 AMSubject: RE [redacted], Complaint No. [redacted]To: "[email protected]" <[email protected]>
Dear [redacted]:
               I am responding to the letter I received on Dec. 8 2014.  I reviewed the response from Amerigas  Propane and according to
their letter is not a true statement of what transpired.  After calling the technician on the date in question, I did not get a quote as to how much a leak check service would be.  The only time I was aware of how much this service would cost me was when he finished the leak check.  Secondly, there are no prices printed on neither their website or on the back of a customers invoice.  This is my major issue.  I would like to know why  a customer doesn't have the opportunity to review the service prices before an initial job.  The only time a customer has this opportunity is after the fact.  I would like for this company to provide all its customers with written  service fees.  There should be no hidden costs.
               
                Thank you for your understanding in this matter.  I can be contacted @ ###-###-####

March 20, 2014
Dear **. [redacted]:
Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’ complaint regarding a tank removal and refund. Upon receipt of **. [redacted]’ complaint, we investigated the...

allegations contained therein and provide the following response based on our findings.
AmeriGas charges tank rent for a variation of reasons, for example if a certain number of gallons is not purchased by the customer within a certain time frame they could be charged tank rental fees. Since **. [redacted] last delivery was February 29, 2012 and her account was not closed, she was charged an $87.54 tank rent fee. Two $36.00 late fees were also applied to the account due to the unpaid balance. The tank rental fee and the late fees have been reversed off of **. [redacted] account. **. [redacted] should expect a refund check for $97.88 in the next couple of weeks.
We value our customers both past and present and apologize for any inconvenience to **. [redacted]. 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,

November 7, 2014
Dear [redacted]:
Thank you for giving AmeriGas Propane, L.P. d/b/a [redacted] Propane...

(“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a delivery he has yet to receive. 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]’s propane was delivered on October 31, 2014. [redacted] is correct he did place his order on October 10th and we do apologize for the delay in the delivery.
We value all of our customers and are sorry 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

I regret the day I started business with this company. It went wrong right from the start with their miscommunication. My major complaint would be their price gouging! My first fill for the season was at about 2.10 per gallon which was fine. My second fill for the season they charged me 4.19 per gallon. When I questioned why the price per gallon was so expensive she said because I'm such a low utilizer they charge me more per gallon. When I asked then why was my first fill so cheap she said because I hadn't ordered in a while. I then clarified with her and asked "so you are charging me more per gallon because I don't need as much propane as you would like me to order" and she actually said yes. I even went as far as calling their corporate office to complain and they just referred me back to my local office. I just switched providers and when I called to cancel service they then we're willing to negotiate with me. I'm now getting my propane from another company for 1.59 per gallon. Oh and Amerigas charged me 150.00 for ending services, 100.00 for pumping out the remaining propane from the tank and an additional 40 bucks for coming to pick up their own tank. Don't do business with Americas..... They get ya anyway they can!

July 14, 2014
Dear **. Ortiz: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 July 1, 2014 the tank was removed from **. [redacted]’s property. We do apologize for the delay in removing the tank.We value our customers and apologize for any inconvenience caused to **.[redacted]’s. 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,

April 17, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. d/b/a [redacted] Gas (“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 findingsCustomer Service Manager, [redacted] has left a couple voicemails for [redacted] to explain her meter invoice. **. [redacted] would also like to schedule for a service technician to meet with [redacted] and check her meter. [redacted] should contact her local office at ###-###-#### to speak to **. [redacted] and to schedule an appointment.We value our customer and apologize for any inconvenience caused to [redacted]. If you have any questions or require further information, please feel free to contact me.Sincerely,

February 20, 2015
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 her propane deliveries. 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 when we make a delivery to her house it doesn’t always mean that we are going to fill her tank completely. [redacted] is a pay in advance customer which means she pays for her propane prior to us making the delivery. At the time of an order there is no way of telling the exact amount of propane [redacted]’s tank will hold so we only deliver as much as she has paid for. On occasion, [redacted] may even pay for more gallons then her tank will hold, which is why she sees a credit on her account.
The $242.45 [redacted] is currently disputing is from January 3, 2015 when she called regarding a possible leak. Our service technician performed the test and did not find any issues. Unfortunately, the technician then proceeded to fill her tank with 50 more gallons of propane which should not have happened due to her account being set up as payment in advance. Therefore, AmeriGas District Manger Beth K[redacted] has credited her account for the $242.45 that was delivered without her prepaying for. Moving forward [redacted] will still need to pay in advance prior to any orders being delivered.We apologize for any inconvenience caused to [redacted] and trust this response addresses her concerns. In light of the foregoing, AmeriGas reasonably believes this matter to be resolved. If you have any questions or require further information, please feel free to contact me.
Sincerely,
Michele O
Customer Advocate

June 16, 2015
Dear [redacted]:
0px;">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.
On May 26, 2015 the $36.00 late fee was removed from [redacted]s account and her $100.00 payment was received, leaving her account with a remaining balance of $153.12. [redacted] was also placed on a payment plan and as a result $52.06 is due on June 25, 2015. The remaining $101.06 is due on July 25, 2015. No late fees will generate on [redacted]s account during this payment plan and her service will not be terminated.
 
We apologize for any inconvenience caused to [redacted] 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,Sincerely,Haven D.Customer Advocacy Department

December 3, 2014Dear [redacted]:
Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an...

opportunity to respond to [redacted] complaint regarding her account. AmeriGas takes any complaint we receive seriously. Therefore, upon receipt of [redacted] complaint, we investigated the allegations contained therein and provide the following response based on our findings.[redacted] tank has been removed from her property. Credits totaling $306.84 have been applied to [redacted] account and her remaining balance due is currently $123.63.
We value our customers both past and present and apologize for any inconvenience to [redacted]. AmeriGas reasonably believes the explanation provided herein adequately addresses this matter. If you have any questions or require further information, please feel free to contact me.
Sincerely,
Jill D
Customer Advocacy Manager

January 8, 2015Dear [redacted]:
Thank you for giving AmeriGas Propane, L.P. d/b/a [redacted] Propane...

(“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a billing adjustment. 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 January 8, 2015, a credit of $213.49 was applied to [redacted]’s account. If [redacted] has any other concerns regarding his account, he should contact his local office at ###-###-####.
We apologize for any inconvenience caused to [redacted] 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,
Jill D
Customer Advocacy Manager

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond [redacted]’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 removed our tank from Ms. [redacted]’s property on June 21, 2016. We apologize for not doing so sooner and as such have waived all of our standard removal fees. Ms. [redacted] can expect to receive her refund in the amount of $96 within the next couple of weeks.
We value all of our customers both past and present 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 SpecialistCc: Jeff S[redacted], Area DirectorDennis S[redacted], District Manager

From: Revdex.com of Metro Washington DC
font-family: arial, sans-serif;"><[redacted]>Date: Wed, Mar 25, 2015 at 4:19 PMSubject: Fwd: [redacted]To: [redacted]---------- Forwarded message ----------From: Amerigas Customer Advocate <[redacted]>Date: Wed, Mar 25, 2015 at 4:13 PMSubject: [redacted]To: "[redacted]" <[redacted]>Cc: [redacted]
 
Attached is our official response to [redacted] 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: ###-###-####

January 28, 2015Dear [redacted]:Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted]’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 January 15, 2015 a refund in the amount of $61.17 was issued to [redacted] for her tank removal fee and tank rental fee (prorated). [redacted] should allow a couple of weeks for the refund to arrive.We value our customers both past and present and trust this response addresses [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,Haven D
Customer Advocacy Department

October 17, 2014Dear [redacted]:
Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s...

complaint regarding a delivery. 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.
District Manager, Ronald M[redacted] was able to speak with [redacted] to resolve this matter. A delivery was made to [redacted]’s property at a considerable lower price per gallon. [redacted] will also receive a lower price per gallon for this upcoming heating season. Mr. M[redacted] also informed [redacted] he would do his best to address this issues that have occurred.
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. 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:
There is still the fact they came on to my property and picked up a full tank of gas that I paid for regardless of the amount of activity, which I see is not mentioned by them at all. Thank You
Regards,
[redacted]

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

[redacted]’s complaint regarding her account. 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 her account is set-up to receive automatic deliveries. Unfortunately, we failed to deliver when we were supposed to and did not make her delivery until January 10, 2015. Upon receiving this letter AmeriGas District Manager Ronald M[redacted] reached out to Ms. [redacted] directly regarding her complaint and they were able to reach a mutually agreeable resolution. Mr. M[redacted] apologized for our service issues and assured her we are working to correct them. In addition, Mr. M[redacted] also gave Ms. [redacted] his direct number and email address should she have any further questions or problems.We apologize for any inconvenience caused to Ms. [redacted] and are happy we were able to keep her business. 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: Bob S[redacted], Area DirectorRonald M[redacted], District Manager