AmeriGas Propane LP

May 16, 2014
Dear **. [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas) an opportunity to respond to [redacted]’s complaint regarding property damage. 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] was able to meet with **. [redacted] and assess the damage to her property. **. [redacted] agreed to fix the damage to **. [redacted]’s property within the next couple of weeks.We value our customers and apologize for any inconvenience we have caused **. [redacted]. 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,

August 7, 2014Dear [redacted]:
Thank you for giving AmeriGas Propane, L.P. d/b/a Energy North Propane (“AmeriGas”) an opportunity to respond to **. and [redacted]. [redacted]'s (“the [redacted]’s”) complaint regarding billing. Upon receipt of the [redacted]'s complaint, we investigated the allegations...

contained therein. We have concluded our investigation and provide the following response.The [redacted]’s enrolled in a ten (10) month budget plan for the 2013-2014 heating season. The plan included a usage of 1200 gallons at a price of $2.36 per gallon for a total of $2,832.00. The total was divided by ten (10) for monthly total of $283.20, which was rounded to $290.00 per month for a total of $2,900.00. Due to the extreme weather this past winter the [redacted]’s used 1425 gallons of propane. As a courtesy, the [redacted]'s price per gallon remained at $2.36 for the extra usage, bringing their ten (10) month total to $3,363.00, not $2,900.00, a difference of $463.00. The [redacted]'s had credits totaling 13.76 on their account bring their balance due to $449.00.We value our customers and apologize for any inconvenience we may have caused to the [redacted]’s and trust this response address their issue. 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[redacted] Customer Advocacy Manager

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) the opportunity to respond to Ms. [redacted]’s complaint regarding her tank. AmeriGas takes all...

complaints from its customers seriously. Therefore, upon receipt of her complaint, we investigated the allegations contained therein and provide the following response based on our findings. In addition to filing her complaint Ms. [redacted] also contacted her local district office regarding her concerns. Ms. [redacted] spoke to the local account manager who was responsible for creating her account. He assured her the tank was leak free in January, as he assisted with the installation process. In addition, the office dispatched a service technician to inspect for current leaks, but none were detected. They also discussed the various responsibilities that go along with her owning her own tank and he offered to work with her on any future upgrades needed. We value all of our customers 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 Specialist

From: Revdex.com of Metro Washington DC
font-family: arial, sans-serif;"><[redacted]>Date: Tue, Mar 10, 2015 at 11:52 AMSubject: Fwd: [redacted] - Revdex.com Complaint #[redacted]To: [redacted] <[redacted]>---------- Forwarded message ----------From: Amerigas Customer Advocate <[redacted]>Date: Tue, Mar 10, 2015 at 10:33 AMSubject: [redacted] - Revdex.com Complaint #[redacted]To: "[redacted]" <[redacted]>Cc: "B[redacted], Catherine" <[redacted]>, "S[redacted], Robert" <[redacted]>
Dear Ms. [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. 
 
Thanks,
 
 
Haven D[redacted]
AmeriGas Field Service Center
Customer Advocacy Department
###-###-####

Good Morning,
I am currently working on this complaint.  Our Disrict Manager is currently waiting on [redacted] to return his phone call.  We have tried to resolve this matter but have not received any responses.  I will continue to work on resolving this matter....


Thanks,
Haven D[redacted]

April 15, 2015
Dear [redacted]:
0px;">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.
 
Customer Relations Representative, Lisa M[redacted] contacted [redacted] to apologize for the delivery he received in error. [redacted]’s account balance has been removed. His account has been closed with a zero (0) balance.
We value all of our customers both past and present and apologize for the inconvenience to [redacted]. In light of the foregoing, AmeriGas reasonably considers this matter closed. If you have any questions or require further information, please feel free to contact me.
 
Sincerely,
 
Jill D
 
Customer Advocacy Manager

March 23, 2015Dear [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.
AmeriGas truly apologizes for the tank removal delay [redacted] endured. [redacted]’s tank has now been removed.
We apologize any 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,
Haven D
Customer Advocacy Department

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

[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 November 17, 2014 [redacted] was informed his tank would be removed within 10 business days and on November 7, 2014 a credit of $57.78 was applied to his account. [redacted] was pleased with the information provided.
We value our customer both past and present and apologize for any inconvenience to [redacted]’s. 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

December 3, 2014
Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. an opportunity to respond to [redacted]’s complaint regarding his...

account. AmeriGas takes any complaint seriously. Therefore, upon receipt of his complaint, we investigated the allegations contained therein and provide the following response based on our findings.[redacted] contacted our Emergency Call Center when his carbon monoxide detector went off indicating a possible leak. So to ensure the safety of our customers, as soon as we receive any calls of this nature it is AmeriGas policy to dispatch a driver to perform a leak check. Our Emergency Call Center does not discuss fees with our customers at the time of the call as these fees vary by location. AmeriGas policy dictates our drivers communicate these fees when they call the customer directly regarding the service call. These fees are outlined in our terms and conditions which are available to all of our customers at our local district offices, on our website, in our new customer welcome packets, and on the back of our customer invoices.We 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

March 31, 2015Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding an 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]’s account has been closed with a zero (0) balance. We apologize for the delay in closing his account.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 closed. If you have any questions or require further information, please feel free to contact me.
Sincerely,
Jill D
Customer Advocacy Manager

March 28, 2014
Dear [redacted]:Thank you for giving AmeriGas Propane, L. P.(AmeriGas) an opportunity to respond to [redacted] complaint regarding a tank ownership and 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,[redacted] account was opened in January of 2012. Attached is a signed lease agreement from the Realty Company confirming AmeriGas ownership of the tank. Currently, there are tank rental fees on [redacted] account; if he receives a delivery from AmeriGas in good faith we will reverse the tank rental charge. [redacted] will need to contact his local office at ###-###-#### to request a delivery.I trust this response addressed the allegations in [redacted] complaint. We value our customers and apologize for any inconvenience [redacted] may have experienced. 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.?

January 2, 2015Dear [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.We apologize for the billing error on [redacted] account. The balance of $102.38 has been removed and [redacted]’s account has been final billed with a zero (0) balance.
We apologize for any inconvenience caused to [redacted] and trust this response addresses her 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

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

[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. 
Regards,
[redacted]

January 28, 2015
Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint again regarding his price per gallon. 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, Martin M[redacted] spoke directly with [redacted] to resolve this matter. [redacted] agreed to lower [redacted]’s price per gallon for his July 2014 delivery to $2.42. [redacted] also explained the price of propane was higher in July when [redacted] received his price per gallon. As a courtesy, [redacted] also agreed to provide [redacted] with a price per gallon of $1.899 on his future delivery.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,Haven D.
Customer Advocacy Department

March 18, 2015
Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to...

respond to [redacted]’s complaint regarding her account. AmeriCas 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] called her local AmeriGas office for account set up and service in August 2014. She was charged for 100 gallons even though the tanks hold 200 gallons. Typically, when a new customer is set up we request payment for a full fill which in her case would be 200 gallons. We performed a safety check at her location on August 14, 2014 and it was determined the tanks had 42 gallons in them. [redacted] was charged for the initial 42 gallons, invoice enclosed.
On August 22, 2014 a delivery was made to [redacted] of 147.4 gallons. Since [redacted] had a credit of $101.99 on her account, she was billed for the remaining amount of $180.43. (Invoice enclosed) [redacted] was assessed a late fee since this invoice was not paid by the due date of September 27, 2014. [redacted] paid the balance, at the time, on November 10, 2014. As a courtesy we removed the late fee of $36.00.[redacted]’s account was set up as Forecast or Automatic delivery. If a forecasted customer runs out of gas, we issue a credit of $25.00. [redacted] did run out of gas and in good faith a credit of $50.00 was put on her account. Currently, her account balance is $429.45.
We value our customers and apologize for any inconvenience we may have caused [redacted]. We 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,Jill D.
Customer Advocacy Manager

From: Revdex.com of Metro Washington DC
font-family: arial, sans-serif;"><[redacted]>Date: Mon, Mar 16, 2015 at 10:03 AMSubject: Fwd: [redacted] - Revdex.com Complaint #[redacted]To: [redacted] <[redacted]>---------- Forwarded message ----------From: Amerigas Customer Advocate <[redacted]>Date: Mon, Mar 16, 2015 at 9:54 AMSubject: [redacted] - Revdex.com Complaint #[redacted]To: "[redacted]" <[redacted]>Cc: "N[redacted], William" <William.N[redacted]>, "T[redacted], Doug" <Doug.T[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. 
 
Thanks,
 
Haven D[redacted]
AmeriGas Field Service Center
Customer Advocacy Department
###-###-####

November 26, 2014
Dear [redacted]:
Thank...

you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding his account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.[redacted]’s account has been corrected and is now reflecting a zero balance.
We value all of our customers 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,
Jill D
Customer Advocacy Manager

May 30, 2014
Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a tank pick and 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.We apologize for the delay in picking up the tank from **. [redacted]’s property. We had experienced a challenge of retrieving the tank due to the wet ground. We were able to safely pick up the tank and a refund of $732.83 was issued and mailed to **. [redacted].We value our customers both past and present and apologize for any inconvenience caused to **. [redacted]. In light of the foregoing, AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,

June 24, 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.The tank has been removed from **. [redacted]’s property. We apologize for the delay regarding the tank removal.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,