AmeriGas Propane LP

April 30, 2014
Dear **. [redacted]:Thank you for giving AmeriGas L.P. (“AmeriGas) an opportunity to respond to **. [redacted]’ s complaint. AmeriGas 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.On **. [redacted]’s account there is a note from January 23, 2014 stating she was quoted pricing for the additional 100 gallons of propane outside of her Pre-Buy contracted gallons. When the delivery ticket was printed for this order there was a note stamped on it: “27% DELIVER 200 GALS ONLY”. Our driver’s ticket shows he delivered 200.2 gallons on January 27, 2014. The invoice **. [redacted] received shows two different dates because the gallons had to be split, 100 gallons billed at her GPP Pre-Buy rate which closed out their Pre-Buy contract and the additional 100 gallons billed at the quoted rate.We value our customers and do apologize for any inconvenience we may have caused **. [redacted]. If you have any questions or require further information, please feel free to contact me.Sincerely,

Revdex.com of Metro Washington DC




4:49 PM (16 hours ago)










to me




 
 
 
 
---------- Forwarded message ----------
From: Amerigas Customer Advocate <[email protected]>
Date: Wed, Apr 30, 2014 at 12:27 PM
Subject: [redacted] Nelson [redacted] Complaint
To: "[email protected]" <[email protected]>
Cc: "Cameron, Steve" <[email protected]>, "Wiebe, Sheldon" <[email protected]>
**. [redacted]---
 
Attached is our official response to **. Nelson’s complaint. Please do not hesitate to contact me should you have any further questions.
 
Respectfully,
Michele O’Neill
 
AmeriGas Customer Advocate
[email protected]
Phone: 610-337-7000
 
 
 
 
 
 
VA 2014-4-30 Revdex.com ([redacted]).pdf

From: Revdex.com of Metro Washington DC
font-family: arial, sans-serif;">[redacted]Date: Wed, Feb 11, 2015 at 8:59 AMSubject: Fwd: Extension Request for [redacted]
[redacted]---------- Forwarded message ----------From: [redacted]Date: Wed, Feb 11, 2015 at 8:55 AMSubject: Extension Request for [redacted]
[redacted]
[redacted]
Good Morning [redacted],
 
I would like to formally request an extension for the [redacted] complaint.  [redacted] has been in constant contact with our field managers and has emailed our CEO multiple times.  We have been working on this for weeks with the same results.  We will respond to his Revdex.com complaint as soon as possible. 
 
[redacted] also included our Revdex.com rating with one of his emails to our CEO.  I have included the link for you to review.  Can you please verify the rating?  The last time we spoke in regards to our rating we were a C. 
 
 
[redacted]
thanks,
 
 
 
Haven D[redacted]
AmeriGas Field Service Center
Customer Advocacy Department
[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:
Considering my job involves collecting
facts and data for lawyers to be used against large companies such as Amerigas.
I know how to get data in many ways.  Its
not hard to get millions and millions of copies of bills of overcharged
customers and compare it to the market rate at the time in that area and to
other gas companies. Its more insulting that Amerigas just doesn’t over charge
10-20 cents over the average propane prices, but they go an ALL OUT $1.30+ more than the average residential
rate. 
Here is 10 minutes of research by using a phone and the internet:
Attached is just one bill from 27
Jan 15, which reflects the Amerigas Rate of 3.889/gal for propane. [redacted]Also see
Market rate summary for 27 Jan 15 below[redacted] The two local competitor propane
companies in this area won’t just release their rates on paper for me to
attach, but they will release their rates from anytime you ask or inquire about.  Both of these other gas companies in this
area on 27 Jan 15 was charging over $1.33 LESS, and NO it wasn't the first fill
rate. I could pull two months of data which show the same price various through
the past couple months since this isn't just a one day price variance, this is
the price they have been charging for a while over the average residential
rate. Also the average residential prices are public and ONLINE, and the actual prices the companies charge ANYONE can call and ask the
price a company was charging on ANY GIVEN date for propane since the companies keep the bills on record for many years.  Of course if I was Amerigas I would be burning them.  I inquired at both the other gas companies and
they both stated their gas prices were stable at 2.53 a gallon for propane from
November 2014 to the present (March 13, 2015).   So why is it Amerigas prices were at $3.88?
There are thousands of complaints
throughout the US against Amerigas for overcharging insane rates of the
wholesale price for propane compared to other companies (Just do an internet
search: "Amerigas complaints." Yes the laws protect Amerigas to an
extent, but their customer base is quickly dwindling and those law won't
protect them from the customers leaving. I hope the short term profits of
Amerigas will outweigh the long term loss because the internet is vast and
information on regarding Amerigas's practices are out there for the everyday
person to see and know to stay away.
The
propane of Amerigas comes from is the same place the other gas companies base
their prices on. The current residential rate **See Rates Below**, which at the
time of my bill was far far below $3.88. Amerigas does not have their own
market of propane they buy from. Nice try. Instead the opposite should be said
that due to your size and amount of propane purchased by Amerigas the company
SHOULD be able to provide the CHEAPEST gas prices, but unfortunately corporate
greed comes into play.
Further,
the "Protected Price Program" is to PROTECT the customer from the
Market Variations. Not from the Amerigas OVERCHARGING. The Market HAD NO
VARIATIONS more than 20 cents over the ENTIRE WINTER!!!! IF Amerigas can't
compete with the other companies due to all the extra *fees* then maybe its
time for Amerigas to fold especially if it somehow costs Amerigas MORE to sell
the same gas to the little companies who in turn sell if for much cheaper?  That is not the case.  If you look at my bill the fees and extra
costs are nothing compared to the large overcharge of the base price of
propane.
And yes, its true I am leasing my
tank from Amerigas until my gas is used up then I will be switching companies
along with the hundreds of my neighbors who already have. Unfortunately I was
unaware of the high prices of Amerigas due to no prices having to be listed or
posted and the convenience of the law not requiring it.
I will be further providing this
information to the state legislature to hopefully push for better laws to
protect the citizens of Arizonia against the big gas companies such as this.
________________________________________
Average Residential Market Rate Data:  (the average rate propane companies are charging their customers... except for Amerigas it seems.)
Amerigas was nowhere near the
average Residential Propane Prices and was charging more than the price for
propane in January of 2014 when the prices were the HIGHEST in January of 2015
when they were the LOWEST!  The other companies in this area were only 20 cents above the average at $2.35-$2.55 a gallon for propane.

Historical Propane Residential
Propane Rates for Arizona:
Mar 2, 2015 2.358
Jan 25, 2015 2.376
Dec 8, 2014 2.386
Oct 13, 2014 2.376
Jan 20, 2014 2.96
As you can see by the market rate
over the past 4 months the rate remained well below 2.38 a gallon for
propane. So again, I will ask why is Amerigas Charging so much all WINTER
LONG at a rate of $3.88? Amerigas owes the U.S. Citizens an official apology
and their money back. This should be criminal to overcharge over the entire WINTER
when PEOPLE need the gas the MOST. Some locations don't have a choice, but to
use Amerigas.
I want a full refund for the
overcharging of on my Amerigas bill which is $133.90.  (Next lowest competitors rate 2.55 X 100
gal minus 3.88 X 100 gal) I also request a waiver on the pickup fees of my
propane tank when it is returned.  Yes,
I am aware of the shady $200.00 fee Amerigas tries to sneak in for picking up
their own tank.   
What I say can be
verified by anyone who reads this. with a simple phone call to the other propane companies in Sierra Vista, AZ. 


Regards,
[redacted]

October 13, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding his tank. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of his complaint, we investigated the...

allegations contained therein and provide the following response based on our findings.[redacted] and AmeriGas District Manager Milt D[redacted] have been in direct contract regarding his complaint. [redacted] is indeed the owner of the tank in question, however prior to returning the law dictates we would have to recertify the tank and bring it up to code. Mr. D[redacted] explained to [redacted] the work and costs that would be associated with this and they agreed since [redacted] was no longer in need of the tank that it would be more beneficial for him to leave the tank with us and because we did mistakenly remove the tank Mr. D[redacted] is having an AmeriGas Grill Cylinder delivered to him free of charge.We value 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,Jill DCustomer Advocacy Manager

From: Amerigas Customer Advocate
font-family: arial, sans-serif;"><[redacted]>Date: Fri, Apr 17, 2015 at 3:36 PMSubject: [redacted] - Revdex.com Complaint #[redacted]To: "[redacted]" <[redacted]>Cc: "B[redacted], Catherine" <Catherine.B[redacted]>, "S[redacted], Robert" <Robert.S[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
###-###-####
 
Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a delivery. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings. We truly apologize for the amount of time it took Mr. [redacted] to receive his delivery. In an attempt to resolve this matter, District Manager, Cathy B[redacted] would like to offer Mr. [redacted] a price concession of $.33 per gallon for the delivery he received. The concession would lower Mr. [redacted]’s price per gallon from $4.32 to $3.99. Ms. B[redacted] has attempted to contact Mr. [redacted] with this offer but has been unsuccessful. We ask that Mr. [redacted] contact his local office at ###-###-#### if he would like to accept this offer. We apologize again for any inconvenience caused 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 Department Cc: Bob S[redacted], Area Director Cathy B[redacted], District Manager [redacted], Valley Forge, PA, 19482 – Tel. ###-###-####

January 19, 2015Dear [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.District Manager, Ben B[redacted] was able to speak with [redacted] regarding this matter. Mr. B[redacted] apologized to [redacted] and removed the $39.90 lock off fee. Mr. B[redacted] also informed [redacted] we had no record of a four payment agreement. To resolve this matter, Mr. B[redacted] has agreed to deliver less gas to [redacted] to lower his bill.We appreciate [redacted]’s business and look forward to continuing to provide him with service. 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

[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:These people are is or fraudsters!
1- [redacted] DID NOT request a fill up, [redacted] Requested 200 gallons ONLY! I specifically told them that, with the intent of finding a new provider by the time I needed a refill!! I get gas TWICE a year, NOT twice a month.
2- Amerigas is causing me a financial hardship by first overcharging me, and making it difficult to leave their service by again overcharging me for the tank. I refuse to pay over $3,000 bucks to a bad company for the privilege of ditching them!
3- Since I did not choose to do business with Amerigas (it was installed by the builder who must have gotten some kickback for choosing them...he's been sued a few times by neighbors as well) I need them to communicate to me what it would take for them to get their gas and their tank. In light of their adamant, yet erroneous account of the issues I don't see any other solution at this point.
Regards,
[redacted]

Good Day,
We are currently researching this complaint and will provide our formal response in the next week or so.
 
[redacted]
Customer Advocacy Manager

July 15, 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 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.At the beginning of **. [redacted]’s contract term, July 2013, for one of our monthly budget pay programs, **. [redacted] felt as though his new monthly budget payment amount of $405 was too high. His local AmeriGas office created a new contract for **. [redacted] but in error the monthly payment still showed $405 per month. **. [redacted] was advised by his local office to pay a monthly payment of $275, but our system recognized he was not paying the contracted monthly payment amount of $405. **. [redacted] began to receive late fees on his account thus removing from the monthly budget payment program. Due to this error, we are removing all late fees from his account plus issuing a credit in the amount of $405 equal to one monthly budget payment.We value our customers and apologize for any inconvenience we have caused to **. [redacted]. If you have any questions or require further information, please feel free to contact me.Sincerely,

January 2, 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 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.District Manager, Brent C[redacted] has left a voicemail for [redacted] regarding this matter. On December 31, 2014 a credit of $200.00 was applied to [redacted]’s account to resolve this matter. If [redacted] has any further questions regarding his account he should contact his local office at ###-###-####.
We apologize for any inconvenience caused to [redacted] and trust this response addresses his concerns. In light of the foregoing, 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 18, 2014
Dear **. [redacted]:
Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’ complaint regarding a delivery and billing issue. 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] did receive a delivery in error on March 4, 2014. In good faith, AmeriGas has adjusted **. [redacted] price per gallon to $2.85 for the delivery. A credit in the amount of $261.80 was applied to the account on March 18, 2014. **. [redacted] has an account balance of $764.64.
We value our customers and apologize for any inconvenience we have caused to **. [redacted]. In light of the foregoing, we reasonably consider this matter resolved. If you have any questions or require further information, please feel free to contact me.
Sincerely,

August 4, 2014Dear [redacted]Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding an over-delivery, 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.AmeriGas did over deliver to [redacted] in January 2014. Due to weather conditions we were forced to wait until the weather was nicer to pump out the 108 gallons. We attempted to pump out the overages on June 12, 2014 but unfortunately where [redacted]'s tank is located our access is limited and we did not want to damage his lawn and create ruts in the grass, the delivery driver felt the ground was too soft. In good faith, we reversed three (3) late fees from [redacted]’s account totaling $108.00. In addition, a credit was put on his account for the 108 gallons. Enclosed is a copy of the Debit Memo issued to [redacted]’s account for the 108 gallons in the amount of $493.88. His account currently has a zero (0) balance.
We value our customers and apologize for any inconvenience we have caused to [redacted]. In light of the foregoing, we reasonably consider this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,
Jill D[redacted] Customer Advocacy Manager

From: Revdex.com of Metro Washington DC
font-family: arial, sans-serif;"><[redacted]>Date: Mon, Jan 26, 2015 at 10:54 AMSubject: Fwd: [redacted] Complaint #[redacted]To: [redacted] <[redacted]>---------- Forwarded message ----------From: [redacted]. <[redacted]>Date: Fri, Jan 23, 2015 at 3:54 PMSubject: [redacted] Complaint #[redacted]To: "[redacted]" <[redacted]>Cc: "[redacted] A.D. N05" <[redacted]>, "[redacted]" <[redacted]>
Ms. [redacted]---
 
Attached is our official response to Ms. [redacted]’s complaint. Please should you have any other questions do not hesitate to contact me.
 
Respectfully,
Michele O[redacted]
 
AmeriGas Customer Advocate
[redacted]
Phone: ###-###-####

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

[redacted]’s complaint regarding the location of their tank. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of the Ms. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings. We apologize for the miscommunication in regards to this matter. To resolve this issue, on April 1, 2015 Mr. [redacted]’s tank was moved to a location he was comfortable with. We value our customers and trust this response addresses Mr. [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 R. D[redacted] Haven D[redacted] Customer Advocacy Department Cc: Lisa C[redacted], Area Director Arthur Y[redacted], District Manager

April 17, 2014
Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (AmeriGas) an opportunity to respond to [redacted] complaint again regarding 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.Enclosed is the signed lease agreement which is confirmation the tank is owned by AmeriGas. If [redacted] would like his tank removed and his account closed he can contact his local AmeriGas office at ###-###-####. [redacted] tank rental fee and late fees will be removed if he decides to close his account.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.

From: Revdex.com of Metro Washington DC
font-family: arial, sans-serif;"><[redacted]>Date: Tue, Jan 13, 2015 at 9:13 AMSubject: Fwd: [redacted] - Revdex.com Complaint #[redacted]To: [redacted] <[redacted]>---------- Forwarded message ----------From: Amerigas Customer Advocate <[redacted]>Date: Mon, Jan 12, 2015 at 12:07 PMSubject: [redacted] - Revdex.com Complaint #[redacted]To: "[redacted]" <[redacted]>Cc: "[redacted]>, "[redacted]>
Dear Ms. [redacted],
 
Please accept the attached letter as our official response to [redacted]’s complaint.  If you need any further attention please do not hesitate to contact us.
 
Thank you,
 
Haven D[redacted]
Customer Advocacy Department
[redacted]
AmeriGas Field Service Center
###-###-####
###-###-#### Fax

From: Amerigas Customer Advocate
font-family: arial, sans-serif;"><[email protected]>Date: Fri, Sep 30, 2016 at 1:22 PMSubject: Revdex.com Complaint #[redacted]To: "[redacted]" <[redacted]>Cc: "B[redacted], Don" <[redacted]>, "W[redacted], Rhonda" <[redacted]>
Ms. [redacted]---
 
Please accept the attached as our official response to Mr. [redacted]’ complaint. Please do not hesitate to contact me should you have any questions.
 
Respectfully,
Michele O’[redacted]
 
AmeriGas Customer Advocate
[email protected]
Phone: ###-###-####
 
Thank you for giving AmeriGas Propane, L.P., d/b/a [redacted] Gas (“AmeriGas”) an opportunity to respond to [redacted]’ complaint regarding tank removal. 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. Mr. [redacted] is correct he did call in May of 2016 to have us remove our tank from his residence. Unfortunately, we failed to do so in a timely manner, however, we did pick-up the tank on September 27. We value all of our customers both past and present and apologize to Mr. [redacted] for any inconvenience we may have caused. We 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, Michele O’[redacted] Michele O’[redacted] Customer Advocacy Specialist Cc: Don B[redacted], Area Director Rhonda W[redacted], District Manager

Although I never received a copy of my contract in December, I appreciate them resolving this matter by dropping the charges.  thank you Revdex.com for your assistance in getting someone to respond to me.  
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]

From: [redacted]
34, 34); font-size: small; font-family: arial, sans-serif;">>Date: Fri, Mar 6, 2015 at 2:49 PMSubject: Fwd: [redacted], Complaint No. [redacted]To: [redacted]>---------- Forwarded message ----------From: Amerigas Customer Advocate <[redacted]>Date: Fri, Mar 6, 2015 at 11:07 AMSubject: [redacted], Complaint No. [redacted]To: [redacted]Cc: "L[redacted], Paul" <[redacted]>, "F[redacted], Lance" <[redacted]>
Ms. [redacted],
 
Attached is our official response to Jimmy and Lori [redacted]’s complaint. Please contact me directly should you need anything further.
 
Thank you,
 
 
Jill D[redacted]
Driving Customer Delight Every Day
Customer Advocacy Manager
Office: ###-###-####
 
 
Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to Mr. and Mrs. [redacted]’s complaint regarding late fees. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of the [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings. The [redacted]s can contact their local AmeriGas office at ###-###-#### and speak to District Manager Paul L[redacted] to discuss late fees. Mr. L[redacted] will work with the [redacted]s to remove late fees due to their past payment history as long as they stay current. As a courtesy, Mr. L[redacted] issued a credit of $72.00 to reverse the late fees for the months of November and December. Currently, their account balance is a credit of $72.00. We apologize for any inconvenience to the [redacted]s and trust this response addresses their concerns. 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, Jill D[redacted] Jill D[redacted] Customer Advocacy Manager Cc: Lance F[redacted], Area Director Paul L[redacted], District Manager

[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]