AmeriGas Propane LP

July 14, 2014Dear [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 **. [redacted]’s complaint, we investigated...

the allegations contained therein and provide the following response based on our findings.Unfortunately, **. [redacted]’s local office has no record of his request prior to receiving to the Revdex.com complaint letter. We do apologize for the confusion this may have caused. We will begin the final bill process on **. [redacted]’s account and issue the appropriate refunds.In light of the foregoing, AmeriGas reasonably believes this matter is on its way to being resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]...

[redacted]
[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
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From: Amerigas Customer Advocate<[email protected]>Date: Thu, Apr 23, 2015 at 3:00 PMSubject: [redacted] - Revdex.com Rebuttal Complaint #[redacted]To: "[redacted]" <[redacted]>Cc: "H[redacted], Robert N." <[redacted]>, "F[redacted], Lance" <[redacted]>
Dear Ms. [redacted],
 
Please accept the attached letter as our official response to [redacted]’s rebuttal 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 [redacted]’s complaint again regarding his account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of the Mr. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.
Operations Manager, Tricia T[redacted] was able to speak with Mr. [redacted] again regarding this matter. Ms. T[redacted] informed Mr. [redacted] his account issues have been corrected and his monthly payments will be $123.00. Mr. [redacted] was pleased with the results and will continue to be an AmeriGas customer.
We apologize for any inconvenience to Mr. [redacted] and trust 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,
Haven R. D[redacted]
Haven D[redacted] Customer Advocacy DepartmentCc: Lance F[redacted], Area DirectorRobert H[redacted], District Manager[redacted], Valley Forge, PA, 19482 – Tel. ###-###-####

February 11, 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 payment for a claim filed on behalf of [redacted]. 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.
We apologize for the delayed payments regarding this matter. On February 4, 2015 a payment of $7,144.00 issued to [redacted]. On February 9, 2015 another payment in the amount of $11,820.00 was issued and a future payment of $2,000.00 will be made. District Manager, Steve Bl[redacted] and our Sedgwick claims officer Chris T[redacted] has been in constant contact with the representatives for [redacted] to resolve this matter.
We apologize again for the inconvenience caused to [redacted] and trust this response addresses his concerns. In light of the foregoing, AmeriGas reasonably believes that this matter is on its way to being resolved. If you have any questions or require further information, please feel free to contact me.
Sincerely,
Haven D
Customer Advocacy Department

January 12, 2015Dear [redacted]:
Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an...

opportunity to respond to [redacted]’s complaint regarding the price of her tank. 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, Nancy S[redacted] has been in contact with [redacted] regarding this matter. [redacted] was informed the correct calculation was used regarding the price of her tank. [redacted] was also informed as a courtesy, once the price of the neighbor’s tank is verified, if true her account will be credited accordingly for her tank purchase. [redacted] agreed and will contact her local office with her neighbor’s information to verify their tank purchase price.
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 is on its way to being resolved. If you have any questions or require further information, please feel free to contact me.
Sincerely,
Haven D
Customer Advocacy Department

April 29, 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 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.
On Friday March 27, 2015 [redacted]’s gas was shut off for safety precautions do to a discovered leak. Amerigas informed [redacted] we would return on Monday March 30, 2015 to test the system again and restore service if she was able to have her furnace repairman fix the leak by then. The [redacted]’s proceeded to have a family member make the repairs and on Monday March 30, 2015 AmeriGas performed the leak check, which passed and service was immediately restored.
Safety is our highest priority and our Service Technician followed policy when he shut off the [redacted]’s gas do to a leak.
We apologize for the inconvenience caused to the [redacted]’s during their time without service and trust this response addressed the allegations in their complaint. In light of the foregoing, AmeriGas reasonably considers this matter is resolved. If you have any questions or require further information, please feel free to contact me.
Sincerely,Haven D
Customer Advocacy Department

In April of 2015 I asked to discontinue my service and requested that the propane tank be picked up. At this point the tank was empty. The tank was then filled, as we were on the "Automatic Fill Program" we paid for the fuel that was delivered. We were told that they were very busy and that they would pick up the tank over the summer when the business was slower. Meanwhile they continued to bill us for tank rental every month at $30.00 per moth.
I stopped in at the Dennison, Ohio office in September 2015 and said the tank wasn't picked up as described and that we been getting billed for "Tank Rental". They said that the tank would be picked up and the billing would be credited.
I stopped in at the Dennison, Ohio office in November 2015 and said the tank wasn't picked up yet and we are still getting billed for "Tank Rental" monthly now with late charges added. I was told not to worry about the billing and the tank would be picked up with in 30 days.
January 25, 2016. We received a notice from their collection agency. That our service was being terminated and we owed for all the tank rental charges. The tank has still not been picked up. Stopped in the Dennison, Ohio office again today 1/26/16. Was told they would pick it up today. Today we have 45° temperature and had rain overnight with melting snow. I said driving a truck across my yard today will cause damage to the yard because it is soft. I was basically told that was my problem.
I doubt we will be reimbursed for the 80 gallons of fuel that is in the tank (as we were initially told in April). We will see if we ever get a check. I don't expect we will plus we will have to fix the yard in the spring. They had the last 10 months to pick up this tank and now it has to be today.

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: Fri, Mar 27, 2015 at 10:42 AMSubject: Fwd: [redacted] P. [redacted] - Revdex.com Complaint #[redacted]To: [redacted] <[redacted]>---------- Forwarded message ----------From: Amerigas Customer Advocate <[redacted]>Date: Thu, Mar 26, 2015 at 11:23 AMSubject: [redacted] P. [redacted] - Revdex.com Complaint #[redacted]To: "[redacted]" <[redacted]>Cc: "H[redacted], Robert N." <[redacted]>, "F[redacted], Lance" <[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. 
 
 
 
Haven D[redacted]
AmeriGas Field Service Center
Customer Advocacy Department
###-###-####
 
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 the Mr. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.
 
Operations Manager, Tricia T[redacted] was able to speak with Mr. [redacted] regarding this matter. Ms. T[redacted] informed Mr. [redacted] our support team is working to correct this issue and she will contact him within a week with his new monthly budget plan. Mr. [redacted] also informed Ms. T[redacted] a stop payment was placed on his check therefore no refund needs to be issued. Mr. [redacted] was pleased with the call from Ms. T[redacted] and looks forward to her call regarding his monthly payment.
We apologize for any inconvenience to Mr. [redacted] and trust this response addresses his concerns. In light of the foregoing, AmeriGas reasonably believes this matter is on its way to being resolved. If you have any questions or require further information, please feel free to contact me.
Sincerely,
Haven R. D[redacted]
Haven D[redacted] Customer Advocacy DepartmentCc: Lance F[redacted], Area DirectorRobert H[redacted], District Manager[redacted], Valley Forge, PA, 19482 – Tel. ###-###-####

[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:First, I am asking for proof of this phone call, that I asked for 200 gallons instead of the 100 gallons that I asked to be delivered.  I believe for employe training you record phone calls.Second, why has it not been addressed that a representative from AmeriGas said that there was a delivery of 100 gallons delivered on January 27th, then another 100 gallons delivered on January 29th?,  In which I stated  in my original complaint that a second phone call was not made.Third, I am concerned about two different dates on the  invoice, is it legal?
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: The documentation you were sent is not totally correct.  My invoice from them shows tank rent fee is 85.00 on 12-31-2012 and the invoice dated 12-31-2013 the rent was 88.00.  On 12-19-2013,  I have a credit balance of 46.04 that is correct.  The rental fee and credit for propane is bogus bookkeeping!!!!!  How can they refund me on 1-15-2014 for remaining propane in the tank when the new propane company removed the Ameri-gas tank on 9-12-2014?  That is a nine month difference!!!!  Ameri-gas came for their tank on 10-1-2014 at 3:19p.m.  I cancelled my business with this company because of all their bogus bookkeeping, charges and deliveries!!!  The credit  on my propane is because I paid 99.00 to them to keep the gas price the same from the previous delivery and they still charged me.  I also never had to pay tank rent for 5yrs. then all of a sudden they started charging me tank rent so I asked for a refund, all that  came to a total of  93.37.  One of us is not telling the truth, I have my invoices from them with the discrepancies, the new invoice from my new gas company dated 9-12-2014 and a witness who saw them pick up their tank on 10-1-2014.  My last invoice from Amer-gas shows a total of current charges -93.37, it was dated 1-16-2014.  I have not received any other documentation from them.  I was a good customer!!!!!  Also please note I lasted nine months with no deliveries from them and I still had gas in my tank!!!!!  Had I got credit for that gas it would have been dated after 10-1-2014!!!!!!!!!!!!
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  do not understand what this is about.  I have already respond to all this correspondence to the last one where amerigas tells me they do not have any documents showing that the tank belongs to them.  I dont understand why are we going back and forth on this when is plain and simple.
they need to readjust the bill form 1/25/2014 to the 2.40 per gallon as I was promised and give me proof the tank is theirs.
Regards,[redacted]

From: Revdex.com of Metro Washington DC
font-family: arial, sans-serif;"><[redacted]>Date: Wed, Jan 27, 2016 at 8:35 AMSubject: Fwd: Complaint ID # [redacted]To: Vernette [redacted] <v[redacted]@myRevdex.com.org>
---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Tue, Jan 26, 2016 at 5:48 PMSubject: Complaint ID # [redacted]To: MyRevdex.com Info <[redacted]>
Dear Ms. [redacted] :
Winnie from AmeriGas left a message on our phone stating that she talked with the manager and they will make a one time adjustment since there was some confusion over the bill.  She said these charges will apply for any future service.  They are adjusting 39.99 plus the tax, which is a total of 43.69 off, leaving a total of 98.82.  We paid the invoice of the adjusted amount of 98.82.  Reference our check number [redacted].  We appreciate your help in this matter. Thank you [redacted] B. [redacted].

---------- Forwarded message ----------From: Revdex.com of Metro Washington DC <[email protected]>Date: Fri, Apr 11, 2014 at 4:43 PMSubject: Fwd: [redacted] - Revdex.com Complaint Rebuttal #[redacted]To: [redacted] <[redacted]>
---------- Forwarded message ----------
From: [redacted], [redacted] <[redacted]>
Date: Fri, Apr 11, 2014 at 3:59 PM
Subject: [redacted] - Revdex.com Complaint Rebuttal #[redacted]
To: "[email protected]" <[email protected]>
Cc: "[redacted], [redacted]" <[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

[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 my issue as to why the gallons of propane vary so tremendously from month-to-month. Since my initial complaint, I've received a bill for over $500! I live in a raised rancher! When I lived in a four-bedroom, two car garage home a few miles away, my heating bill was not this extreme and, the electric and heating was on the same bill! Ms. F[redacted] did contact me via telephone however, the connection was so bad that I could barely understand anything she said, then she hung up on me and did not attempt to call back! She mailed me a list of all of my payments and stated something about my bills being the same for the last three years! I've only lived here a little over 18 months! Mailing me a list of what I was billed and my payment history does not address the issue. I already had that information! Further, she never offered to meet with me in person! Again, if the tanks are filled each month, at the same starting point, how can one month it takes 69 gallons to fill up and another month it takes 126 gallons to fill up? I understand that propane expands, but that is the reason why the tanks are filled only to 80% as opposed to 100%.
Regards,
[redacted]

August 22, 2014
Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. d/b/a Fallsburg Gas (“AmeriGas”) an opportunity to respond to [redacted]’s complaint again regarding 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.As previously stated, [redacted] has never had a delivery totaling $772.40. [redacted]’s last delivery of 63.7 gallons totaling $189.66 was on July 21, 2010. [redacted] was refunded $52.38 for the remaining gas in her tank when it was removed. [redacted] tank was not full during the tank removal.We value our customers both past and present and trust this response addresses [redacted]’s allegations. 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,J?ll D
Customer Advocacy Manager

Thank you for giving AmeriGas Propane, L.P., d/b/a Lake County Gas (“AmeriGas”) an opportunity to respond to Ms. [redacted]’s complaint regarding a delivery we made to her residence. 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 she did order 100 gallons of propane and we unfortunately delivered 173 gallons. After receiving this letter AmeriGas District Manager John G[redacted] contacted her directly to resolve this issue. Mr. G[redacted] explained what happened to Ms. [redacted] and apologized for the mistake. In addition, Mr. G[redacted] offered to sell her the additional gallons of propane we delivered at a price of $1.00 per gallon, which she agreed to and was happy with.We value Ms. [redacted]’s business and apologize for any inconvenience we may have caused. In light of the foregoing, we reasonably consider this matter closed. If you have any questions, please feel free to contact me.Sincerely,Michele O[redacted]Michele O[redacted] Customer AdvocateCc: Gary B[redacted], Area DirectorJohn G[redacted], District Manager

font-family: arial, sans-serif; border-left-width: 1px; border-left-style: solid; border-left-color: transparent;">

April 30, 2014
Dear **. Butts: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, we have investigated the allegations contained therein and provide the following response based on our findings.**. [redacted] is correct we did unfortunately fail to pick up his tank on numerous occasions. However, we have since removed the tank from **. [redacted]’s property and removed all charges from his account which now shows a zero balance. **. [redacted] was in agreement with the resolution.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, 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: Mon, Mar 9, 2015 at 4:46 PMSubject: Fwd: [redacted] - Revdex.com Complaint #[redacted]To: [redacted] <[redacted]>---------- Forwarded message ----------From: Amerigas Customer Advocate <[redacted]>Date: Mon, Mar 9, 2015 at 4:10 PMSubject: [redacted] - Revdex.com Complaint #[redacted]To: "[redacted]" <[redacted]>Cc: "A[redacted], Jeff" <[redacted]>, "S[redacted], Herb" <[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,
 
Haven D[redacted]
AmeriGas Field Service Center
Customer Advocacy Department
###-###-####
 
Thank you for giving AmeriGas Propane, L.P d.b.a. Macclesfield Propane (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding pricing. 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. To resolve the matter Mr. [redacted]’s price per gallon for his February 19, 2015 delivery was lowered from $3.75 to $2.29. We apologize for any inconvenience caused to Mr. [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, Haven D[redacted] Haven D[redacted] Customer Advocacy Department Cc: Herb S[redacted], Area Director Jeff A[redacted], District Manager

We recently were delivered propane at our residence. We did not call for this delivery, however, we are on a route, with a standing "keep filled" order. In January, we were allowed to run completely out of fuel. We use this fuel for home heating. The January delivery price was $1.789 per gal. The price for the most recent delivery on5/21 was a whopping $4.068 per gallon. We have another property, more remotely located, supplied by Ed Staub and Sons, Propane, their current price is $1.30 per gallon. I believe Amerigas is price gouging, to a very extreme degree. 300% more expensive than their competition. If we had been informed of such an unreasonable price increase we would have declined delivery. I believe this firm to be very unethical. We will not continue to be a customer of theirs, and feel we have been taken advantage of.