AmeriGas Propane LP

Notified Amerigas that I was dropping service due to double propane price. Three days later they filled tanks at high price. They said it was a mistake. Notified them that other company was going to come and put in their tanks but could not move theirs because they were full. Arrangements were made to swap tanks on same day but Amerigas came 4 days earlier and removed their tanks. No heat for 4 days in November.

[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.   Though I would like to make the point that this company has very poor customer service in regards to this type of matter.
Regards,
[redacted]

Horrible Customer Service and very incompetent. I switched to another company after a year of always having to call re: my bill. It's now going on three (3) weeks for them to pick up their old tank. My new tank was installed Aug 21 (the same day I asked Amerigas to have their tank picked up).I called a week ago and they said they didn't have it on their schedule. Called again today and they said it would be picked up before Sept. 24.

[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 paid Ameri Gas a $99 lock in rate for the next year as well as a $118.99 tank rental fee, of which they ar not refunding to me. 
They are yet to send a refund check ... of which is only for the propane in the tank at their cost...($2.84/gallon) not the price that I paid per gallon!.
I received a final bill which only shows "TOTAL  BULK CYLINDER 198.4 GALLONS AT $2.84143/GALLON... $563.74"... that is what they
want to refund me. Instead of what "I paid" $3.94/ gallon! = $981.696 + $118.99 rental fee+$99 lock in rate=
$1199.686!
Regards,
[redacted]

Heritage propane starting charging me delivery charges without notice and agreement from me (real reason was trying to force all customers to auto fill up) so I told them to come get their tank. After they remove their tank I was hit with all the un-agreed upon charges like pump out charge $0.35 per gallon, charge to come get their tank $39.99 and was reimburse $0.45 less per gallon that I paid for the gas in the tank a few months ago.

From: Amerigas Customer Advocate
font-family: arial, sans-serif;"><[email protected]>Date: Fri, Apr 17, 2015 at 3:02 PMSubject: [redacted]; Complaint No. [redacted]To: "[redacted] ([redacted])" <[redacted]>Cc: "M[redacted], Bob" <[redacted]>, "P[redacted], Warren" <[redacted]>, "P[redacted], Brenda" <[redacted]>
Ms. [redacted],
 
Attached is our official response to Mr. [redacted]’s complaint.
 
 
Jill D[redacted]
Driving Customer Delight Every Day
Customer Advocacy Manager
 
Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to Mr. [redacted]’s complaint regarding issues with his account. AmeriGas takes any complaint by its customers seriously. We investigated the allegations contained therein and provide the following response based on our findings. Mr. [redacted] asserts he has not been able to speak to anyone at the corporate office of AmeriGas and was unhappy with the price per gallon he was charged. He also references the Terms & Conditions mailer/email which states, “Any unresolved dispute can be further escalated to the office of the Region Vice President if the Customer deems necessary.” Mr. [redacted]’s son [redacted], who called on the behalf of his father, [redacted], did speak to the Operations Vice President, Warren P[redacted] and to his direct report, Area Director Bob M[redacted] on a number of issues. Mr. M[redacted] offered a credit of $0.99 per gallon on Mr. [redacted]’s last delivery reducing the price per gallon to $2.79. The credit of $247.50 was put on the account. Secondly, he offered to reduce the price of the delivery from December 2014 by $0.67 per gallon giving him another credit of $168.17. Mr. [redacted] has also expressed his dissatisfaction with AmeriGas to Valerie A[redacted], Manager of Fraud and Risk Control who is also located in the corporate office of AmeriGas. He has been given multiple forums for his complaints, including the Region Vice President for the East Region, and we have made price concessions on the account in question. I trust that this letter adequately responds to the issues raised in the above-reference complaint. Sincerely, Jill D[redacted] Jill D[redacted] Customer Advocacy Manager PO Box 965, Valley Forge, PA, 19482 – Tel. ###-###-#### Cc: Bob M[redacted], Area Director Brenda P[redacted], District Manager Warren P[redacted], Operations Vice President PO Box 965, Valley Forge, PA, 19482 – Tel. ###-###-####

Good Afternoon,
We are requesting more information so that we can respond to the complaint.  Can you please provide us with the account number and/or Name and full Address where the tank was stored?  We are unable to find the following with the information provided. ...


Thank you,
[redacted]
###-###-####

April 30, 2014
Dear [redacted]:Thank you for the opportunity to respond to the abovereferenced consumer complaint.In his complaint, [redacted] complains about the price per gallon charged and the service termination process. Our staff at our [redacted] office has worked with...

[redacted] to ensure that the termination process was completed to his satisfaction and as will be explained below, he has given us every indication that he is satisfied with the ultimate resolution that was reached.Before providing the specifics of our response regarding [redacted],  AmeriGas would like to provide some background information on the recent extreme supply and demand conditions throughout the country and in Pennsylvania, since we are aware of the increase in customer inquiries/complaints this winter.In terms of propane pricing for this past winter, the supply of propane tightened during the course of this winter, while demand remained high in the midst of unprecedented cold temperatures throughout much of the country. And not surprisingly, as has been well-documented by various media reports, this perfect storm of increased demand and decreased supply led to the cost of propane soaring. AmeriGas has been very mindful and sensitive to the burden these increased prices have placed on its customers ability to afford to heat their homes this winter, and we did everything within our power to mitigate the effects of the higher wholesale product costs that we saw in the marketplace, while also still being able to secure enough supply to keep servicing our customersAs an initial matter,  AmeriGas purchases the propane it sells from a wide variety of sources, but principally from large producers and midstream companies who produce it and then sell it on the wholesale market. As a propane retailer, AmeriGas acts as a critical link between the producer and the end user. However, we do not manufacture or produce any propane whatsoever. Instead, we buy on the open market 100% of the propane we distribute and are, in essence, at the mercy of the market when it comes to the price we pay for the product we sell.
During this past winter, AmeriGas expended a tremendous amount of time, energy and money repositioning our assets to supply propane where it is most needed. We utilized an Airborne division that moved drivers into locations where extra personnel were needed. That consisted of 41 volunteers, across 27 districts in 11 states, totaling over 500 man days. We extended deliveries to seven days a week in some places in order to keep our customers in gas. We added to the team in our call center in an effort to respond more quickly to every customer who calls with a question or complaint. We made the difficult decision to exercise our rights in the agreements we have with certain wholesale customers to allocate that product to our residential and commercial accounts. We purchased highcost spot” propane that was located off shore on ships, or ones that were export-bound, in an effort to maintain sufficient supply. We strategically deployed mobile transflow units to offload product directly from rail cars to certain district locations that lack rail service. We extended our Saturday hours in many districts to accommodate our customers. All of these efforts, as well as others, came at a financial cost to AmeriGas. Propane is fungible, but our ability to deliver reliability of supply, to provide extensive safety training to our employees, and to have the willingness to move assets substantial distances to better adjust to supply disruptions, in our view, sets us apart from others in the industry. To our knowledge, no other propane company went to the lengths we did with our trucks, railcars and personnel in an attempt to provide better service to our customers.[redacted] has not acknowledged or accounted for the unprecedented supply and demand difficulties set forth above. Further, his complaint does not take any of AmeriGas’ extraordinary measures into account in alleging price gouging.” Such measures necessarily result in some increases in costs and, therefore, increased prices for propane. But increases in the price of propane are not, per se, evidence of price gouging, as the [redacted] would have you believe.As a practical matter, there is no way to do a reasoned analysis of the per gallon price that [redacted] was charged on the date of delivery by AmeriGas to the average prices reported by the EIA. This is so particularly in the marketplace at the time of the delivery, in which supply availability and wholesale pricing was extremely volatile to an unprecedented degree (often changing multiple times in a single day). This is not determinative on the issue of whether AmeriGas was price gouging.Notwithstanding this background, we understand and appreciate that many of our customers may not be aware of what goes on behind the scenes and may suspect that our prices are too high. We do not believe that is the case, given our response to the overall situation and the costs and expenses incurred over this winter by AmeriGas.In this case, [redacted] has terminated service with AmeriGas. As part of his final bill, he was billed for the first fill made to his account, which was not previously billed. As part of our resolution of this matter, AmeriGas has credited the first fill back in the full amount of 424.08. Additionally, AmeriGas has refunded [redacted] 572.71 for the propane remaining in the tanks at the time of pick-up and he has indicated that he is satisfied with that refund. Finally, any late fees on the account have been removed.Please do not hesitate to contact me at [redacted] or by email to [redacted] if you have questions or follow-up is needed.Very truly yours,Senior Counsel

[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 was not a proper investigation into this matter.  The conversations that were held between myself and any  Amerigas representatives were recorded per Amerigas.  If they would have listened to these recordings they would have heard me telling Melanie on the original 2/10/14 conversation about the tank being locked out at 40 % , that I wanted it in writing, which I never received.  I also stated I wanted a corrected detailed bill for what I was being charged, also never received.  They would have also heard on the conversations when I called to find out why they locked out my tank at 45% instead of the agreed upon 40 % , I was told by Alice that it was because I didn't pay the bill, not that it was at 40 %.  In the multiple conversations I had regarding the lockout , not once was it brought up that it was because the tank was at 40 % , it all had to do with the payment of the bill.  The only "evidence" they could provide was " the technician said it was at 40%" .  My evidence is my statement and the back up would be their recordings.  I wouldn't say it if I knew it could be refuted , but there is no way to refute their evidence, just an employee of theirs telling them.  Shouldn't there have been some kind of verification by both parties , so this would not have been an issue ?  I checked it when it was locked out and it was 45 % which is why I called and asked why it was locked out.     They would also have heard on 3 occasions on the recorded conversations, once with Alice , once with a representative from the AR dept, who told me to tell my local branch, and another time with a local person.  I told them I referred Shannon Bible , in Toledo Ohio ( or could be under Washington Twp as well) .  On the 2 occasions that I talked to the local branch they told me they would look into it and nothing was done.  Shannon also tried to tell them when she ordered and she was told, just have him call and give your name, which I did.   I also have a signed document on Amerigas letterhead telling me the new price for the propane was 2.099 / gallon for all that was delivered., dated May 5 , 2014 and signed by Alice , an Amerigas employee.  At this time they also tried to break the original agreement ( which they admit in their response to having one) of locking out the tank at 40 %, by telling me I needed to pay the full amount that day for all of the gallons delivered before they would come and unlock my tank.   This is one  the reasons  I haven't paid anything because they do not keep to their agreements, they can't deliver what you order  and I wanted to be protected.  I can't get a detailed bill, let alone a correct one, after asking multiple times.  and I have the right to one.  If I had paid the bill , it would have meant I agreed with what they said I owed.  If I could have gotten that detailed (correct one) bill this would have been paid.  I'm not going to be bullied into paying for something , if it is not correct.  I wouldn't go to restaurant or grocery store and just pay a bill that just has a total on it with no break down of what I'm being charged for.  The only bills I received  only had  a total amount of $768.25 on it with no details, that is not a proper billing statement.   The correct bill should read , 175 gallons (45 %)  @ 2.099 ( the price given to me by Alice , an Ameirgas employee on May 5 , 2014 ) for a total of $367.33 minus the $ 100 for referring Shannon or  $267.33 plus any applicable taxes .  There should not be any late fees and it should be taken off my credit report.      This over delivery issue happened 2 times in a row, the first year I was told they couldn't take the extra out of the tank and that I had to pay for it even though I didn't order it.  This year, I was told they could come and take the extra out, which I told them to do that and asked why I was told last year they couldn't .  They told me they would come out and take it out, but then they called me back and told me, to save them time and money , they would just lock it out at 40% .  How is it that a company makes the mistake and then forces the customer to pay for their mistake ?  That isn't caring about the customer , that is caring about the revenue since both of these happened during the times when the price per gallon were at their highest point, in the winter time.  I can understand a mistake happening once , but twice in a row, and delivering 200 extra gallons each time, that's not a mistake , that is a problem. 
Regards,
[redacted]

[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 never asked to have a cost waived for emergency delivery. I simply asked to know when my propane would be delivered. Also, I never asked for any coupons, $100 doesn't come close to cover the amount I am being gouged for propane. Amerigas unreasonable price:$3.20 * 400 gallons= $1280. Fair market price is $1.99*400 gallons=$796
I am being over charged by $484. I reject this offer. 
Regards,
[redacted]

April 25, 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.On April 7, 2014 the tank was removed from **. [redacted]’s property. On April 24, 2014 a refund of $106.88 was issued and the account was final billed with a zero (0) balance. **. [redacted] should allow a couple of weeks for the refund to arrive.We value our customers both past and present 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,

June 2, 2014
Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“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.AmeriGas retrieved the tank from [redacted]’s property on May 15, 2014. All charges have been removed from her account. We have final billed her account with a zero (0) balance.We value all of our customers both past and present and apologize for any inconvenience we may have caused [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,

From: Revdex.com of Metro Washington DC
font-family: arial, sans-serif;"><[redacted]>Date: Mon, Mar 30, 2015 at 10:03 AMSubject: Fwd: [redacted] - Revdex.com Complaint #[redacted]To: [redacted] <[redacted]>---------- Forwarded message ----------From: Amerigas Customer Advocate <[redacted]>Date: Mon, Mar 30, 2015 at 9:03 AMSubject: [redacted] - Revdex.com Complaint #[redacted]To: "[redacted]" <[redacted]>Cc: "[redacted]" <[redacted]>, "[redacted]" <[redacted]>
Dear [redacted],
 
Please accept the attached letter as our official response to Stanley Lofton’s 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
[redacted]
Dear [redacted]:
Thank you for giving AmeriGas Propane, L.P ("AmeriGas") an opportunity to respond to [redacted] complaint regarding a delivery and refund. 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. Despite the 24-48 hour windown [redacted] was informed of, his delivery was made the same day he requested the delivery, therefore no refund will be issued. I trust this response addressed the allegations in [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]
Customer Advocacy Department

From: Revdex.com of Metro Washington DC
arial;"> <[email protected]>Date: Wed, May 7, 2014 at 9:31 AMSubject: Fwd: [redacted] - Revdex.com Complaint #[redacted]To: [redacted] <[redacted]>
---------- Forwarded message ----------
From: Amerigas Customer Advocate <[email protected]>
Date: Tue, May 6, 2014 at 4:13 PM
Subject: [redacted] - Revdex.com Complaint #[redacted]
To: "[email protected]" <[email protected]>
Cc: "[redacted]" <[redacted]>, "[redacted]" <[redacted]>
Dear **. [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]
Customer Advocacy Department
AmeriGas Field Service Center
###-###-####
###-###-#### Fax

[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
###-###-####

[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 although I still take issue with the high amount that AmeriGas charges for its meter reading, especially considering that it is charging the fee to multiple individuals even though we all share only one tank, I will currently accept this resolution. 
For the record, I only received one voicemail from AmeriGas, although they comment in their letter that they have contacted me multiple times. Perhaps the problem is that they are misspelling my name as [redacted], rather than using the correct spelling of [redacted], which is clearly indicated on my correspondence with them and on my account. To me, misspelling a customer's name in a formal letter is also an indication of problems with customer service.
Sincerely,
[redacted]

[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:
It does not address the issue. The tank was finally picked up, but I received a bill still for rental of the tank and regulator.  I did not use those items, and did not get propane from the company for over a year.  I requested numerous times that the tank and regulator be picked up and they were not.  I was charged for rental of the tank and regulator even when I was not using them and had already purchased my own tank and regulator that I had been using for almost two years at this point.  Yet I have just received a billing statement with rental charges on it. I do not owe Amerigas any rental fees because I was paid up and even had a few months of rental left when I stopped using their tank, regulator, or propane and I requested that they pick them all up from my property.  Instead I kept receiving bills for the rental of the items that I was no longer using.  I called several times to try to remedy the situation with Amerigas and was continually told that the tank would be picked up when they had time and that the bill would be adjusted at that time.  Well the bill was adjusted to rental for a year and a $39.99 service charge to pick the stuff up.  I do not owe for the rental, and my copy of the original contract does not show a $39.99 service charge either.  I will not protest paying the charge if that is what it costs to have them come to pick it up, but I cannot be held liable for rental on something that I was not using simply because they did not come to pick it up.  Ready access was given at all times for removal of the tank and regulator.
Regards,
[redacted]

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to Roland  11px;">A. [redacted]’s complaint regarding a tank removal and refund. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings. On April 10, 2015 the tank was removed from Mr. [redacted]’s property. Mr. [redacted] is not a customer of AmeriGas, nor did he purchase the gas in the tank from AmeriGas, therefore he will not receive a refund. A refund was issued in 2014 to the previous home owner who had an account with AmeriGas and purchased the gas in the tank, therefore was due the refund. I trust this response addressed the allegations in Mr. [redacted]’s complaint. 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, Haven R. D[redacted] Haven R. D[redacted] Customer Advocacy Manager Cc: Don B[redacted], Area Director Jerry C**, District Manager [redacted], Valley Forge, PA, 19482 – Tel. ###-###-####

April 15, 2014
Dear Mr. Moskowitz:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’...

complaint regarding her account not being properly closed. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of this letter we have investigated the allegations contained therein and provide the following response based on our findings.[redacted] is correct she did cancel our services in 2011 and unfortunately we failed to close her account properly. [redacted] called her local district office on March 25 regarding this issue and Quality Assurance Specialist [redacted] immediately began the process to have her account closed properly. This process has now been completed and [redacted]’ account is closed. 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 all of our customers both past present and 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,

March 20, 2015
Dear [redacted]:
Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to again respond to [redacted]’s complaint regarding her account. AmeriGas takes all complaint by its customers seriously. Therefore, upon receipt of [redacted]’s rebuttal, we investigated the allegations contained therein and provide the following response based on our findings.
[redacted] is correct her account is paid in full. We are in the process of updating our records and apologize to [redacted] for the confusion.
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,
Michele O
Customer Advocate