AmeriGas Propane LP

Thank you for giving AmeriGas Propane, L.P d/b/a Sawyer Gas (“AmeriGas”) an opportunity to respond to...

[redacted]’s complaint regarding a refund. 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. On July 17, 2015 a voicemail was left for Ms. [redacted] and Mr. [redacted], informing them a refund of $367.71 would be issued. We ask that they allow a couple of weeks for the refund to arrive. We apologize for the inconvenience Ms. [redacted] may have experienced and trust this response addresses her concerns. 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, Haven R. D[redacted] Haven D[redacted] Customer Advocacy Department Cc: Don L[redacted], Area Director Derek M[redacted], District Manager

Thank you for giving AmeriGas Propane, L.P d/b/a Carolane 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 his complaint, we investigated the allegations contained therein and provide the following response based on our findings. As a threshold matter, AmeriGas denies that it is engaging in price gouging. We understand and appreciate that some of our customers may not be aware of how their propane is priced and therefore may suspect our prices are too high. AmeriGas strives to be the best propane company in the country. As such, we seek to differentiate ourselves from our competitors by providing our customers with numerous additional services beyond the simple delivery of propane. These services include: a driver and service technician on call 24 hours per day at our District Office, a 24-hour emergency call center, an extensive safety department which provides safety training year round to our employees, and online customer account access. Providing these services to our customers means that sometimes our prices may be higher than our competitors who do not offer the same high quality of customer service. AmeriGas does offer several different types of price protected programs for its customers. These programs include: (i) “AmeriGuard,” which allows customers to pay a monthly payment based on annual usage at a protected price; (ii) “Pre-Buy,” which enables a customer to buy a fixed number of gallons at a fixed price; and (iii) “AmeriLock,” which allows customers to pay within 10 days of delivery at a protected price. Overall, these programs are designed to make the heating season pricing predictable for our customers so that they can ensure stability in their budgets. For those customers, such as Mr. [redacted] who are not enrolled in a price protected program, are subject to our tier pricing structure based on annual usage and market price per gallon at the time of the delivery. AmeriGas (as well as many other propane companies) uses many factors to determine the price to charge its customers. For example, consumers who use a smaller volume of propane generally pay a higher price per gallon because smaller accounts, on a per gallon basis, involve substantially higher delivery costs than a larger volume customer. To compensate for the higher costs to deliver and service small accounts, volume pricing is a common practice in the industry and customers are placed in a pricing tier structure based on their annual usage. According to our records, Mr. [redacted] was charged a price per gallon in accordance with our standing pricing policies. Mrs. [redacted] contacted AmeriGas on July 22, 2016 requesting a delivery of 100 gallons to be delivered in September. However, their account was not changed from automatic delivery to will call status as such on August 17, 2016 an automatic delivery ticket printed as a full delivery. The account was changed to will call status on September 29, 2016. We would like to remind Mr. and Mrs. [redacted] to contact us to schedule a delivery when the tank gauge shows 20-30% in order to allow ample time for a delivery. We value all our customers and trust this response addresses Mr. [redacted]’s concerns. In light of the forgoing 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] Jill D[redacted] Customer Advocacy Manager

May 13, 2014
Dear [redacted]:Thank you for the opportunity to respond to the above-referenced consumer complaint. In her complaint, [redacted] complains that she has been waiting five years for AmeriGas to pick-up the tank at her residence. The tank was picked-up...

on April 29, 2014.I will process the maximum tank pick-up penalty and copy you on the letter transmitting it to [redacted]. A refund in the amount of $731.70 was issued in 2008.Please contact me if any follow-up is necessary.Very truly yours,

Good Morning,
I am currently working on this complaint and I apologize for the delay.  Please allow another week for a response.
Thanks,
Haven Davis

May 28, 2015Dear [redacted]:
rgb(34, 34, 34); font-size: small; font-family: arial, sans-serif;">Thank you for giving AmeriGas Propane, L.P (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a tank removal and refund. Therefore, upon receipt of [redacted]s’ complaint, we investigated the allegations contained therein and provide the following response based on our findings.
[redacted]s’ tank has been removed and on May 21, 2015 a refund of $1,291.40 was issued. [redacted]s should allow a couple of weeks for the refund to arrive. [redacted]s account has also been final billed with a zero (0) balance.We value our customers both past and present and 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

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.  I would like to add that we were also offered a summer price fill of 2.89 per gallon which will be delivered in August.  The delivery will be included in our budget price plan.  The monthly payment calculation for the new contract year had gone from $200.00 per month to $270.00.  With adjustments Scott had agreed to a monthly budget payment of $200.00 per month as we were.  Emily was to call with appointment time to install shut off valve but I have yet to hear from her.  A cathodic test is also to be performed at the same time.I appreciate the efforts in the AmeriGas staff in trying to help to resolve our issues.  I still have an issue over "customer own pricing" vs AmeriGas tank own pricing.  Scott did inform me that customer own pricing is less as I had discovered prior to my complaint.  He also stated that there is not a lease fee on the AmeriGas owned tank and that the only requirement is to have AmeriGas provide the fuel.  I still am not completely satisfied logically.  If a "customer own tank"  has pricing over $1.00 less per gallon than an AmerGas Own, logically we are paying a premium on top of the requirement of having AmeriGas service.  We do not have a contract that states there would be a premium, still not satisfied and would like clarification from the corporate headquarters.
Regards,
[redacted]

[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]

[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]

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

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: there is missing information. [redacted] did agree to turn my son's gas back on without a charge but she also stated that I would be credited $ 42.79 that was the remainder of my $ 100.00 deposit as they previously only sent back $ 57.21 when they closed the account after turning off the gas. I want that to be part of the record on this complaint as that $ 42.79 was the shut off fee and we had not authorized them to shut off the gas to our son's apartment. I agreed to have that amount credited to this month's bill instead of a refund check mailed back to me. I will not know if that has been done as agreed upon until I see the statement.
Regards, 
[redacted]

May 7, 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.A refund in the amount of $418.82 was issued on May 7, 2014. We greatly apologize for the delay in sending **. [redacted] the refund check. The check should arrive in approximately 7 to 10 days.We value our customers both past and present 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.Sincerely,?

August 15, 2014
Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. d/b/a Sawyer Gas (“AmeriCas”) 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,We truly apologize for the time it took to cancel [redacted]’s service. On August 8, 2014 a credit of $31.45 was applied to [redacted]’s account and on August 13, 2014 a refund of $100.00 was issued. [redacted] should allow a couple of weeks for the refund to arrive. [redacted]’s account has been final billed with a zero (0) balance.We apologize for any inconvenience [redacted] may have experienced and trust that thisresponse 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

February 24, 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 his complaint, we investigated the allegations contained therein and provide the following response based on our findings.
Since filing this complaint [redacted] has spoken to AmeriGas District Manager Michael T[redacted] directly regarding his account issues. Mr. T[redacted] went through the account step by step to explain every charge and he also issued a credit for the period of time which we failed to perform the appropriate meter reads. [redacted] indicated he was pleased with this resolution and with the information Mr. T[redacted] provided him.
We value our customers and our happy we could retain [redacted]’s business. In light of the foregoing, we reasonably consider this matter resolved.
Sincerely,
Michele O
Customer Advocate

From: Revdex.com of Metro Washington DC<[email protected]>Date: Thu, Jun 18, 2015 at 10:16 AMSubject: Fwd: Account ProblemsTo: [redacted] <[redacted]@myRevdex.com.org>
---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Thu, Jun 18, 2015 at 7:48 AMSubject: Account ProblemsTo: [redacted]@amerigas.comCc: [email protected], info@myRevd...⇄ morning [redacted],
This is [redacted], we spoke on the phone a couple days ago regarding payment on my account. I received your voicemail and would like to address a few items. First of all, thank you for having them correct my name on my account. I am not sure where that error came from on the part of Amerigas as it was correct at the beginning. Really, that is just the tip of the iceberg of the issues and problems I have had with this company, as I mentioned the other day. 
Second of all, I did receive the payment agreement before after speaking to a very rude young woman on the phone at my local office. Once I received it, I completed it, sent it back, and enclosed the first payment check of $107.36. This check was cashed on April 23, 2015, and I assumed it was applied to my account as I never received word otherwise. If this is not the case, and Amerigas did not cash that check, then I need to know that. Most companies send some kind of payment confirmation once applied, but I guess if I'm not even receiving bills in any format, it would be too much to ask to receive a payment confirmation then?
Third of all, I see now, too, that the most recent check I sent was also cashed. With that, I should not be behind on anything on my account. In the future, I would like to receive a bill before my payment is due (a novel idea, I know) rather than just receiving late notice phone calls and mailings. At this time I would prefer to keep all communications via email so that I have better records of what has been going on since the beginning of my account with Amerigas.
I look forward to your reply.
[redacted]
Account Number: [redacted]

We had Amerigas back in 2010-2011 for our homes propane needs. While we were a customer things were ok but when the house sold and we moved things got difficult. We notified the local office which handled our account in Cortland, Ohio and let them know that we were moving and they needed to come and reclaim unused propane and get their tanks. I called once or twice a week for almost 3 months before we were issued a refund check. From there I thought everything was taken care of but we just received a bill for $90.09 for tank rental from 9/1/2014-8/31/2015 a full 2 years after we notified them to pick up the tanks. I called the corporate head office and was notified that the tanks were never recovered. The Cortland Ohio branch is a nightmare to deal with and I would highly recommended going with someone else for your gas needs.

From: D[redacted], Jill
arial, sans-serif;"><Jill.[redacted]>Date: Thu, Apr 16, 2015 at 10:00 AMSubject: [redacted]To: "[redacted] ([redacted])" <[redacted]>
Ms. [redacted],
 
Please see the attached response from September 23, 2013 in reference to Ms. [redacted]’s complaint. We already responded to this to Revdex.com of Northern Indiana.
 
The tank was removed from Ms. [redacted]'s prior residence on October 28, 2013 and she was not charged any fees. The account has since been closed with a zero balance.  
 
Please let me know if you need anything else.
 
Thank you,
Jill
 
 
 
Jill D[redacted]
Driving Customer Delight Every Day
Customer Advocacy Manager
Office: ###-###-####
 
To Whom It May Concern: Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to Ms. [redacted]’s complaint regarding a problem she has had trying to have her tank removed. Upon receipt of Ms. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings. After receiving this letter, District Manager, Aaron T[redacted] reached out to Ms. [redacted] directly to resolve her problem. He communicated to her the final amount due on her account and also scheduled a day for the tank to be removed. Upon the conclusion of this conversation Ms. [redacted] did express her satisfaction with this resolution. We value our customers and apologize for any inconvenience we have caused to Ms. [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, Jill D[redacted]Jill D[redacted]Customer Advocacy Manager cc: Dave B[redacted], Area Director Aaron T[redacted], District Manager PO Box 965, Valley Forge, PA 19482 ###-###-####

From: Amerigas Customer Advocate
font-family: arial, sans-serif;"><[redacted]>Date: Mon, Apr 20, 2015 at 10:05 AMSubject: [redacted] - Revdex.com Complaint #[redacted]To: "[redacted]" <[redacted]>Cc: "R[redacted], Barry" <Barry.R[redacted]>, "E[redacted], Kelly" <Kelly.E[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 (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding his account. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of Mr. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings. On January 30, 2015 a delivery of 95.8 gallons at a price per gallon of $2.09 was made to Mr. [redacted]’s property. The total for this delivery was $244.87. On February 20, 2015 a payment of $200.00 was received, leaving Mr. [redacted]’s account with a remaining balance of $44.87. On April 1, 2015 a late fee of $36.00 was added, bringing Mr. [redacted]’s balance to $80.87. We are willing to remove Mr. [redacted]’s late fee of $36.00 if pays the $44.87 owed for his last delivery. We apologize again 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 R. D[redacted] Haven D[redacted] Customer Advocacy Department Cc: Kelly E[redacted], Area Director Barry R[redacted], District Manager [redacted], Valley Forge, PA, 19482 – Tel. ###-###-####

August 29, 2014Dear [redacted]Thank you for giving AmeriGas L.P. (“AmeriGas) an opportunity to respond to [redacted]’s complaint regarding her 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.The tank which was located at [redacted]’s residence was picked up on August 21, 2014. A refund check was issued to [redacted] in the amount of $564.44 on August 28, 2014. [redacted] should allow one (1) to two (2) weeks to receive her refund check.We value our customers both past and present and we do apologize for any inconvenience causedto [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

Hello,
I moved to Orlando August 2015. I got an apartment at Park 9 Apartments in East Orlando and had to sign up with AmeriGas. We have had problems almost every month with the bills we received. And when we tried to speak with a manager, associates would tell us we needed to leave our number and we would get a call back. We called to speak with a manager four times since December 2015 and have never gotten a call back. It is very strange to me, that I have not been able to get a hold of a manager. When I have called back to see why our bills are so high for my last months of rent, associates have given me multiple explanations as to why our bill was so high. An associate I spoke with on the phone also stated that other people in my apartment complex at Park 9 have had troubles using this company for gas. I believe this company needs to do a much better job at customer service and should be checked because I believe my money is being taken since I have called multiple times and gotten several different answers as to why my bills were so high. None of the answers are accurate and I have not spoken to a manager yet after 7 months.

I dropped off 2 propane bottles on Nov. 21 2016 for re-certification. I was told that they would have to send them out to be re-certified. It usually takes a couple days but because of the Thanksgiving holiday they would not be ready until the following Monday 11/28/2016.
I did not hear from them on Monday or Tuesday of the following week so on Wednesday I went to their office. I was told that they were done but still at the warehouse. They said the would have them back the following afternoon.
By 3pm the following day I still had not heard anything so I called them. I was then told that the work had not been completed and that there was a problem with one of my tanks that would need to be repaired.
They've had my tanks while I've been without heat for 10 days in November. Not once has anyone from this business dialed my phone number. They have not met the deadlines that they set. They have not been honest about the status of my tanks when I contacted them.