AmeriGas Propane LP

[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 name on the letter is inaccurate
Regards,
[redacted]

October 17, 2014
Dear [redacted]:
Thank you for giving AmeriGas...

Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding the price he was charged for 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, Don P[redacted] was able to speak with [redacted] to resolve this matter. Mr. P[redacted] corrected [redacted]’s price per gallon to $2.89 and apologized for the mistake.
We value our customers and apologize for any inconvenience we may have caused [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,Jill D
Customer Advocacy Manager

March 7, 2014
Dear **. [redacted]:
Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding her price per gallon and fees. 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, [redacted], spoke with **. [redacted] on February 26, 2014 regarding her price per gallon and hazmat fees. **. [redacted] explained due to tight propane supply and increased transportation costs caused by propane shortages across the country, prices have increased. As a courtesy, **. [redacted] was still able to lower **. [redacted]’s price per gallon to $2.50 for her last two deliveries. .
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,

Good Morning,
We are currently working on this complaint and will respond as soon as possible.
thanks,
Haven D[redacted]

Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted]’...

complaint regarding damage to his driveway. 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. Regarding, Mr. [redacted]’ claim of damage to his driveway, AmeriGas’ insurance company will be handling this directly. Mr. [redacted] will be contacted with the results of the investigation upon its completion. If you have any questions or require further information, please feel free to contact me in the customer advocacy department at ###-###-####. Sincerely, Tracie R[redacted] Tracie R[redacted] Customer Advocacy Specialist Cc: Sean D[redacted], Area Director Teresa S[redacted], District Manager

June 22, 2015Dear [redacted]:
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Thank you for giving AmeriGas Propane, L.P d/b/a Heritage Propane (“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.
 
By way of background, **. [redacted]’s was a metered customer account. Simply stated, **. [redacted] was charged for the propane she used. **. [redacted]’s account was billed correctly during her tenure as a customer. In good faith we gave her a credit for her May invoice in the amount of $56.13 and refunded her the $100.00 deposit she had on her account. Her account has been closed with $0.00 balance.
 
In light of the foregoing, we reasonably consider this matter closed. If you have any questions or require further information, please feel free to contact me.
 
Sincerely,
 
Jill D
Customer Advocacy Manager

Good Morning,
I am currently working on this complaint.  Please allow another week for my response. 
Thanks,
[redacted]

March 20, 2014
Dear **. [redacted]:
Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a refund 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.
AmeriGas issued a refund in the amount of $75.60 on March 19, 2014. **. [redacted] should receive her refund within a few weeks. **. [redacted]’s tank has been scheduled for pick up and her account will be final billed with a zero (0) balance. A final bill statement will be mailed to **. [redacted] to verify her account has been closed
We value all of our customers both past and present and apologize for any inconvenience we may have caused **. [redacted]. We trust this response addresses her concerns. If you have any questions or require further information, please feel free to contact me.
Sincerely,

April 25, 2014
Dear [redacted]:Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity...

to respond to [redacted]’s complaint regarding his account and tank removal. Upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.On April 25, 2014 the tank was removed from **. [redacted]’s property and all fees have been removed from the account. The account has been final billed with 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 has been resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,

April 24, 2014Dear **. [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.**. [redacted] asserts locks were not installed on her tank and she also believes she had a deposit on her account. Enclosed with our response is a copy of our Sales & Service Order # [redacted] from April 22, 2011 when we installed a clam shell fill lock and master lock on our tank. **. [redacted] notified her local office by phone on May 14, 2013 she wanted us to pick up the tank. We picked up our tank on May 29, 2013. When the service technician picked up the tank our 1st stage regulator was not with the tank and also the fill lock and master lock were missing. **. [redacted] did not provide thirty (30) days written notice nor did she return all of our equipment. She was charged on June 3, 2013 for the regulator, clam shell lock and master lock. **. [redacted] was also charged our service dispatch fee which is a standard practice. Currently, this account has a zero (0) balance, as the charges were written off. Consequently, **. [redacted] did not have a deposit on her account.We value our customers both past and present and apologize for any inconvenience 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.

March 23, 2015
Dear [redacted]:Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to...

respond to [redacted]’s complaint regarding billing to 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.Upon receiving this letter AmeriGas District Manager Lisa F[redacted] did a thorough investigation into [redacted]’s account and discovered everything was correctly billed. The apartment complex where [redacted] resides, Village of [redacted], refused to repair the broken meters. A list of over fifty (50) plus broken meters were presented to them during a meeting with Area Director, [redacted] & Former Operations Vice President, [redacted]. Village of [redacted] agreed those meters should be billed as estimated until repaired or replaced.[redacted] did not pay her December 2013 invoice of $84.97 until February 14, 2014. During this time, her January 31, 2014 invoice for $172.49 and her invoice from February 7, 2014 for $152.7 billed out. The tenants of the complex were sent an apology letter for the close billing of the January and February invoice and issued a credit of $70.00.The Village of [redacted] was on a floating community price and cost per unit, so [redacted]’s account was priced accordingly. If [redacted] is willing to pay her balance in full, Ms. F[redacted] will remove the three (3) late fees ($36.00 each) and close the account. Currently, [redacted]’s account balance is $632.19.We value all of 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,
Jill D
Customer Advocacy Manager

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

complaint regarding a delivery we made that he did not order. 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 we did make a delivery to him that he did not authorize. **. [redacted] had requested his account be changed to a will call account. Will Call customers are set up so they only receive deliveries if they call us to place an order. Unfortunately, when he made this request we failed to indicate the change on his account and we made another automatic delivery to his residence. Upon receiving this letter we contacted **. [redacted] directly to address his concerns. **. [redacted] said he would agree to keep the delivery if we matched the price he had received from one of our competitors. We agreed to his request and **. [redacted] has since paid for the delivery.We value all of our customers and are happy we were able to keep **. [redacted]’s business. 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,

[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, while the tank has finally been removed, the business response did not address the storage fees and aggravation and stress I've had to endure over the last 3 plus years. This is the second complaint I've had to file with the Revdex.com over this issues(Complaint # [redacted] on 02/09/13) to finally get some results from Amerigas. Additionally, I don't feel the company has dealt fairly with me when verbally discussing this with their customer service department or with their responses to the Revdex.com. On Friday 12/05/14, when I received another invoice this year I spoke with Lillian from customer service at 7:46 PM. She stated the District Manager for the Stroudsburg office would be contacting me within 1 to 3 business days. At the end of the 3rd business day I filed the Revdex.com complaint we are addressing now. On 12/12/14 @ 4:15 PM I again called the customer service department since I still was not contacted by the District Manager and I spoke with Patty. She said she would contact me with the Stroudsburg office and I told her I only wanted to speak to the District Manager and no one else. When she returned she stated Candi was the District Manager and she would take my call. I expressed my frustration to Candi and she apologized stating my information had come from a closed office and it had been missed. I told her I don't know how it could have been lost as we go through this every year and I still have the voice message saved on my answering machine from last year stating they were going to be picking up the tank that week. I asked her why I was told the District Manger would be calling me in 1 to 3 business days and she had not contacted me. At that point she stated she was not the District Manager but the manager at Stroudsburg. I asked her why I was told by Patty she was the District Manager and Candi stated "she was lead to believe I was the District Manger". I told her I didn't want to speak to her but the District Manager and she said she would have him call me Monday. On Tuesday 12/16/14 I received a voice mail from "Bob", at Amerigas, in Stroudsburg. I returned his call and left a message. Bob had not returned my call by Friday so I called again and spoke with him. He stated my complaint was elevated to the "Corporate Level" and I would be contacted by someone from corporate to discuss the issue. No-one has contacted me to date from their corporate office but the response replied to the Revdex.com is they consider the issue resolved. I feel the above show the company is not dealing honestly with me or their responses to the Revdex.com and  I think they need to address the storage fees I would like to be compensated for the tank being stored on my property for the last 3 plus years, and the aggravation and stress I have had to endure over this issue.
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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: The 'Insurance Company" already called me when I
submitted the initial complaint and denied my complaint with absolutely NO investigation
whatsoever. I would like an unbiased investigation of my complaint with me
being present on my property. I do not authorize Amerigas or their
"Insurance Company," on my property without me being present. I have
read Amerigas's agreement for providing service to my residence and understand
they have the abilities to come on to my property to provide a service to my
propane needs. However, this is a complaint, not a service, so the agreement
does not give them the right to come on my property without me being present. I
again, ask for a unbiased investigation with me present.
Regards,
[redacted]

In December of 2016 I received a delivery of propane gas. After being stunned at looking at the amount they were charging per gallon I called around to get local prices. By doing so I found that I was charged more then double the price other gas companies would have charged me. So I then called the Paradee Gas Company and spoke to Charlotte and she told my she could change my price per gallon which was comparable to local companies. She told me that she would lock in that price till May 2017. I agreed and asked her to send me some paper work so I would have proof of the price change. She agreed and that it would be mailed out. I waited till January 2017 and still hadn't received any information about my new price per gallon. I did receive a bill stating the original price per gallon which surprised me since my conversation with Charlotte that I would receive a new rate. So I called her which is another chore just getting through on the phone to them. They make it very hard to get through just to speak to someone. After getting ahold of Charlotte she said my paperwork must have gotten lost in the mail and she would resend it. Then they delivered propane again and I was charged that inflated rate. I'm on the monthly budget and can't understand why they can't get the information about the rate they have promised me. I feel that I'm being cheated since I have a hefty balance in my account. I would like to know when they are going to get my bills correct with the new rate and send me my paperwork. No on should have to go through what I have just to get answers. Plus this is price gauging. This has gone on long enough. I have never received any paperwork from Paradee only my bill!!

[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:  1) I NEVER refused AmeriGas to remove the tank.  Their employee came to retrieve the tank, and he decided it was too wet.  2) I was not presented with a "disclaimer", I was asked to sign a RELEASE, which would release AmeriGas from ALL damages to my property or to their equipment/property.  I did not have to sign such RELEASE when they placed the tank. That is why AmeriGas is required to carry liability insurance on their equipment. I will not sign a RELEASE that will release AmeriGas from damaging the current providers property. I offered to "red-line" the release to only release them from damage to my yard and I was told that was "Unacceptable".  3) If they had retrieved the tank when the service was cancelled in August, there would not have been any issues or risks to AmeriGas or me and my property. 4) They have NOW sent me another tank rental invoice of $54.06. They OWE me for a prorated portion since I cancelled before the renewal.  I am not using their tank, therefore, I will not pay for rental. 5) They have failed to provide documentation that the collection agency has been notified that WE DO NOT OWE AmeriGas any money.  6) They completely lie. 7) They still owe me for 8% of the tank. (Prior to their UNAUTHORIZED refill.
Regards,
[redacted]

Dear [redacted]  I am in receipt of the response given by Amerigas to our original complaint. In the response, [redacted] states “Amerigas takes any complaint by its customers seriously” however, I have been complaining by phone, email, in writing and to the Revdex.com for over a year and this is the FIRST response I have received from Amerigas so apparently they do NOT take complaints too seriously. [redacted] also refers to our contract which states “Amerigas will monitor our customer’s usage and will provide propane when needed.” We have lived in our home and been an Amerigas customer for TEN years and with the exception of the delivery in question, they have NEVER monitored our usage and made a delivery that we did not request. For TEN years we have only requested a delivery when needed and have NEVER been on automatic delivery. We have also been on a [redacted] plan for ten years. This plan allows Amerigas to estimate our usage based on the previous year and bill us monthly for the estimated usage over the next year. Our payments have been $150 per month for the last ten years. Our contract expires and needs renewal each year. Our contract had recently expired at the time of the delivery in question. I contacted my local office to request our new contract when it did not arrive in the mail; previously it had always been sent at least a month before the old contract expired so that there would be no lapse. I was told that our new contract would be sent out to us that same day. Within two days, the delivery driver started showing up for automatic delivery, a plan we had NEVER been on, and our contract had still not arrived. When the driver showed up, I sent him away and immediately contacted our local office to have us taken off automatic delivery. I was told that they were unsure how we had been switched to automatic delivery, but that we would immediately be taken off. I also inquired about our renewal contract and was told that one had NOT been sent. I was again told it would be sent that same day. This continued on two additional occasions within a matter of two weeks. The delivery driver showing up, me sending him away and contacting my local office. The local office informing me that they didn’t know how I had been switched to automatic delivery and that I would be taken off immediately. And being told that a contract had not been sent but one would be mailed that day. To date, over a year later, we have never received our new contract. The delivery driver then showed up on a FOURTH occasion when no one was home to send him away and proceeded to fill our tank. When we received the bill, and still no contract for our payment plan, I contacted the local office and requested that the charge for the delivery be rolled into our new contract (that we had been promised on four previous occasions) and that we would continue to pay our payment of $150 per month. We were told by [redacted], the district manager, that he could not roll the delivery charge into our agreement. He told me that he would allow us to pay for our deliveries as needed at a higher rate, approximately $3 per gallon, and it would cost us approximately $300 per month during the winter months, sometimes more if it was very cold and we needed more propane. Twice our previous payment amount. I was also told that in addition to paying for each delivery in advance, we would need to continue paying our scheduled $150 per month to pay off the delivery that we DID NOT REQUEST OR WANT. I told him that this was not acceptable because it would triple, sometimes more, our monthly payment which we could not afford. He was not willing to work with us and provide us a new contract allowing us to pay our scheduled $150 per month, paying off the delivery we did not request along with any new deliveries we may need. I immediately began trying to contact the corporate office, filing complaints and making phone calls to try and resolve our situation but Amerigas refused to respond to emails or complaints or return phone calls. I have heard of similar complaints from other Amerigas customers. This additional delivery was billed at over $1,000. If the local office is making similar deliveries to just 50 of their thousands of customers each year, they are billing an additional $50,000 per year! I know for a fact that I am not the only customer that they have pulled this scam with. My request to resolve this is simple. First, since I have been making attempts to resolve this for over a year and been ignored by Amerigas, I am asking that any and all fees billed to my account since this delivery in question are removed from my account immediately. Second, I ask that Amerigas take responsibility for causing this situation when I was very proactive in trying to avoid this situation. I am asking that they credit my account for 50% of the delivery cost. Once these two requests are made, I will gladly pay off the balance. At that time, I ask that Amerigas immediately send out our new [redacted] contract plan at our regular monthly payment of $150 and the price per gallon that we are supposed to be paying, $2.86. Thank you for your time and attention to this matter. Regards, [redacted]

March 13, 2014
Dear **. [redacted]:
Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding his cancellation of service. 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 apologizes for the inconvenience caused to **. [redacted] regarding his accounts. **. [redacted]’s accounts have been closed and currently have a zero (0) balance.
We value our customers both past and present and 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,

August 7, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. d/b/a [redacted] Propane (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding his account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]’s...

complaint, we investigated the allegations contained therein and provide the following response based on Ourfindings.On July 21, 2014 [redacted] contacted his local office in regards to this matter. To resolve this matter [redacted]’s $150.00 deposit fee was waived.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

August 26, 2014
Dear [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.Operations Vice President, Bob Y[redacted] was able to speak with [redacted] and resolve this matter. A $100 gift card has been sent to [redacted].
I trust this response addresses [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
Customer Advocacy Manager