AmeriGas Propane LP

Review: I purchased my parents house from my brothers 3 years ago. (Parents deceased many years) the propane tank 500 gals. Had been on property for at least 20 years. I had alocal company fill it I assumed my parent's owned the tank. No name on tank. The tank was 55% full (275 gals.) We do not live here year round. About a week and a half ago AmeriGas of [redacted] stole the tank. No notice no attempt to contact. I assumed it was stolen and contacted the Sheriff's office. After calling around I discovered Amerigas had taken it. They said they took it due to inactivity. I have owned this house for 3 years with no contact with Amerigas. The tank has been on this property for probably more than 25 years. We are going on the 4th day of no resolution to my stolen gas. The manager will not return my phone calls.Desired Settlement: DesiredSettlementID: Refund

I want my 275 gallons of propane either in cash equivalent or delivered. I do not want a pumping fee charged or tank removal fee. I will pursue this with a lawyer if necessary.

Business

Response:

Good Afternoon,

We are requesting more information so that we can respond to the complaint. Can you please provide us with the account number and/or Name and full Address where the tank was stored? We are unable to find the following with the information provided.

Thank you,

###-###-####

Review: Amerigas never delivered propane to me or connected my service but they are charging to read my meter.Desired Settlement: My balance should be zero.

Business

Response:

October 31, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding meter fees. Upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.

According to our records, **. [redacted] was a new tenant at an apartment complex in [redacted], Maine. The apartment complex has metered propane. **. [redacted] set up an account with AmeriGas and never called back to have the meter unlocked, from the previous tenant. AmeriGas charges a monthly meter fee which is why **. [redacted] started receiving invoices.

District Manager, [redacted], has left **. [redacted] two messages asking him to return his call to go over the account. We have reversed all charges on **. [redacted]’s account and are now showing a zero (0) balance.

We value our customers and apologize for any inconvenience this may have 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,

Review: ...and charging double current rate for propane. I currently lease a 500 gallon propane tank. I pay a fee annually to have Amerigas maintain it. It has never been maintained. It is rusting and may not be safe. I asked the [redacted] Washington Amerigas to inspect it in 11/2011, 5/2012 and 5/2013. I have never used propane before I bought this house in 7/2006 and did not know the danger the condition of this tank posed to myself and my daughter. I paid my yearly lease fees and the Amerigas delivery technicians continued to deliver propane into this tank and never considered it needed to be maintained. I called the corporate office in May 2013 and they sent a message to the [redacted] office. The [redacted] office said they would take care of the tank. They asked what percentage I was at and I said I didn't look because I just got propane 1/03/13 and a tank normally lasts me 8-10 months. (I only have a instant hot water heater and a furnace on propane...and I keep my house below 65 degrees and supplement with a wood stove.) On 5/30/13 I found an invoice on my front door for 358.5 gallons of propane at $4.08/gallon. (I have a written quote from [redacted] gas for their current rate of $2.19/gallon. They are highly concerned because of the condition of the tank and have offered to waive fees to swap the tank, etc.) on 6/4/13 I got a call from the [redacted] Amerigas and they said they assessed the tank and it needs to be replaced. I told them about the unauthorized delivery on 5/30/13 and they said they shouldn't have done that but they can pump it out and pump it back in. (I am not comfortable with this for two reasons; their integrity is in question. I don't trust them and pumping out is a slow process and may take a few hours and I shouldn't have to miss work while they pump it out.) I did set up for the tank replacement for 6/6/13 at noon and I took the day off work. I called and got a quote for $2.19/gallon...which was $1.89 less than [redacted]'s $4.08 charge. I also found my 1/03/13 receipt and it showed I was charged $3.59/gallon and the other company was $1.88...Amerigas over-charged an additional $1.77/gallon. So I called [redacted] at 253-872-7613 and left a message telling them my concerns and asking the manager to contact me. After about 40 minutes I realized it was almost 4:00 and would soon be I sing time. So I called the same number and left a second message saying I realized it has only been a short while but I am canceling the tank replacement until the manager resolves these issues. And that if I did not hear from them by COB 6/05, I would process my complaint through the Revdex.com. At almost 4:30 I received a call from [redacted] in the [redacted] office stating she got the messages and would make sure the manager receives them. On 6/05 at 10:45 AM [redacted] left a message stating the manager gave permission for her to correct the price on the 5/30/13 delivery to $2.19. I returned the call at roughly 11:00 and I got voicemail. I told them the overcharge I found on the 1/03/13 makes their adjustment unacceptable. They obviously have been overcharging for a long time I am also concerned that the tank may be leaking because the tank needed to be refilled after 5 months and it normally takes 8-10 months to empty the tank. A photo can be found on the corporate Facebook page for Amerigas and available on request.

Acct [redacted]Desired Settlement: I am requesting my yearly maintenance fees be refunded because they have ignored the condition of the tank and my family has been in danger all this time. I also want the 358.5 gallons delivered without authorization on 5/30/13 to be pumped out, with no charges of any kind to me. I have not had a response. I also want my 1/01/13 bill adjusted and refunded to adjust the per gallon rate from the $3.58 I was charged and the actual $1.88 price of propane at that time.

I can not trust the [redacted] WA Amerigas. This is not only for the overcharging, but their Lackadaisical concern for my family's safety.

Business

Response:

Good Morning,

This complaint was responded to on June 10, 2013. Please see th e attachd letter. Thank you.

Customer Advocacy Manager

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

The information provided on the response from Amerigas was not accurate:

- Although I appreciate the attempt to make a customer happy with the adjustment to the bill, they are charging me for propane that I do not have. On 6/06/13, [redacted] from the [redacted], WA Amerigas took the unmaintained tank, including all of it’s contents. This includes the propane that I am being charged for on the 5/30/13 delivery and they took 70 gallons of the propane that I had in the tank from the previous fill on 1/3/13. (see bills attached to show I had 14% in the tank, which is 70 gallons at $3.59/gallon). So they have the propane in their possession, are continuing to charge me, and they took propane that was mine and have not made any mention of making any reparation for it.

- They also stated they delivered 50 gallons of propane in the new tank they delivered on 6/06/13. This cannot be true, because it would be a violation of Washington State DOT Regulation 49 CFR 173.315. This CFR states you cannot transport a tank from your yard with greater than 5% volume in the tank. 5% for my tank would be 25 gallons, not 50 as you stated. The gauge read at 4%, which would be 20 gallons, again..not 50 gallons. I will pay for 25 gallons, no more.

- They also stated that the “tank” was not leaking. This is a half-truth. I was told by [redacted] from the [redacted] WA Amerigas, that when he replaced the old tank, “there were a couple leaks in the actual copper piping at the top of the tank”. This tank should never have been allowed to get to this level of disrepair. Although the tank itself did not leak, per Amerigas. I had a leaking propane system in my backyard even though I was paying under contract for Amerigas to maintain it. [redacted] did replace the copper piping when he installed the new tank. This explains why the tank delivered on 1/03/13 only lasted 5 months. A full tank normally lasts 9-10 months with our use. (2 people for heating and on-demand hot water only.) In an effort to settle these issues, I am not asking for any reparation for this loss of propane, although Amerigas is culpable for the leaking propane…not even to mention the safety issue at my home. I attached a photo. You decide if this tank was well-maintained by Amerigas.

- Amerigas mentioned late fees on my account. I made it clear to the [redacted] WA office that I would not pay the bill until they maintained my tank. During this time, I pre-paid $1000 for a delivery that was made on 1/3/13.The bill, attached, showed the total amount due as $23.17. I refused to pay that until the tank was inspected. It was not inspected and the late fees were added to late fees for the non-payment of the maintenance fee. Imagine that. Later the amount due for the 1/03/13 bill was changed to an amount exceeding $400. Once the corporate office motivated the [redacted] WA office to begin to keep up their end of the maintenance contract, I paid the amounts they said I owed in full, less the late fees. I pay my bills, but I could not get anyone in this company to maintain this tank which looked like it had been drug out of the woods and was rusting out at the bottom and sides. Pictures attached.

So, in order to settle this complaint, I need:

1. Amerigas to rescind all charges for the 5/30/13 delivery since they have the propane, I do not.

2. Refund $251.30 for the 14% in the tank that Amerigas took off the property on 6/06/13. That is 70 gallons I purchased on 1/03/13 for $3.59/gallon.

3. Refund the maintenance fees for 2010, 2011 and 2012 since no maintenance was performed despite my phone calls requesting it.

4. Charge me $54.75 for 25 gallons delivered in the new tank on6/06/13 at $2.19/gallon

5. Provide an explanation for the new charge of $495.88 showing on the bill dated 6/8/13 invoice# [redacted]. This is a new amount to me and there haven’t been since 5/30/13.

Regards,

Review: Amerigas delivered 300 gallons of propane at a price of $4.80 to my house without any order to do so. Without even a phone call to see if I happened to want to stock up on propane with the price at that level. They claimed in the phone call which naturally followed that delivery that the current shortage dictated the price and that my account was on 'auto-fill'(query, if there is a shortage why deliver 300 gallons without an order to a household which consumes about 75 gallons per month?!!). I have never been on 'auto-fill' before and I do not know where they get off saying that suddenly I am. I offered to buy one hundred gallons even though the price was outrageous if they would take the two hundred unwanted gallons back. They would not agree to that unless I agreed to pay forty cents per gallon to pump out the other two hundred gallons. They offered to give me a total ten percent discount on the price and set me up on a monthly 'budget plan' which would have been nearly two hundred dollars a month. Since this is not a feasible option for me I declined to take them up on their terrible offer and changed my propane provider. The tank and three hundred gallons of propane belonging to Amerigas is still at my house and I suppose it will be here until they find it convenient to pick it up. Meantime this company proceeded to take over $600 out of my checking account without authorization as a payment against propane which is sitting in their tank (not plumbed to, but still at, my house). I did not order that propane and I have not used any of it but that did not stop them from taking $$ out of my account!I will be at the bank in the morning to reverse the unauthorized ACH charge. I just paid for a year of tank rent last fall too!!Desired Settlement: Come pick up your tank and your propane which I did not order and am not going to buy. I would also like unused portion of my years tank rent refunded.

Business

Response:

May 1, 2014

Review: Amerigas bought out my local Lp company in Summerville, Ga around 2 years ago. Their prices were not competitive with other local companies, so I changed to another local company. It was months of hassles to get Amerigas to come pick up the tank I rented and to get my refund for unused gas in tank. I got the runaround as they fought about which office should handle this. My account was in Calhoun, Ga , they were saying Ft Payne, AL office had to handle this. It was finally resolved.

Now this year I again received a bill for tank rental from the Calhoun office followed by continuing robo calls from an 800 phone number recording harassing me about payment. I have called the office, but am unable to reach a human. I have left reorded messages with no one returning calls. I am tired of being harassed by this company for a bill I do not owe. I am frustrated with being unable to get this resolved.Desired Settlement: Leave me alone. Stop sending me mail and stop calling me. Reflect a zero account balance and close my account as I directed almost 2 years ago.

Business

Response:

December 15, 2014Dear [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.On October 20, 2014 the tank was picked up from [redacted]’s location and a refund check for $55.38 was sent to her.We value our customer both past and present and apologize for any inconvenience 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,Jill DCustomer Advocacy Manager

Consumer

Response:

From: Revdex.com of Metro Washington DC<[email protected]>Date: Tue, Dec 16, 2014 at 1:53 PMSubject: Fwd: Complaint [redacted]To: [redacted] <[redacted]@myRevdex.com.org>---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Tue, Dec 16, 2014 at 12:48 PMSubject: Complaint [redacted]To: "[email protected]" <[email protected]>My complaint was that Amerigas continued to bill me for tank rental after the facts outlined in their response to you had taken place. I got bills and threats of collections for 2 years after the events in their response took place. Since my complaint to you these bills have ceased, but I would like the substance of my complaint verified, so that a valid complaint is on file against this company.

Review: Called Amerigas on 2/7/14 to report propane tank low. We are on autofill, but twice this year we ran out - in spite of asking them to deliver earlier to us. Called them again on 2/10 and 2/12. All three times we were told our "ticket was pulled." Spoke to supervisor in [redacted] office ([redacted]). He basically never took responsibility for any of the times we have run out of propane. In previous years we have also run out! He actually told me once I call in a report of low propane, they pull my ticket and delivery should be within 24 - 48 hours??!! I asked to speak to the district manager and was told a new one was to start in 2 weeks. Spoke to district manager at [redacted] office ([redacted]), who again was no help in facilitating my propane delivery. I decided that I would call another company to remove the Amerigas tanks and switch companies. Because of the snow and their being busy switching other peoples tanks (delivery man told me they had a lot of previous Amerigas customers!), that company was unable to switch the tanks until 3/4/14. Believe it or not, I despise Amerigas so much that my family and I went without propane (i.e. heat, and stove top) for one month, just to get rid of them!! On the morning of 3/4/14, before the new propane company arrived, guess who arrived to deliver propane after 26 days - Amerigas. Needless to say, I told the delivery man I wanted nothing to do with their company. During the 26 days of no heat, not once did I hear from their company, even though their motto is "customer service and safety are our priorities." What a joke! When I called [redacted] (supervisor from Amerigas), to tell him to get his tanks off my property, he told me he would get them April 24th. I asked to speak to the new district manager - [redacted], as this was unacceptable. I am still waiting for a return phone call. It is now 9 days later!Desired Settlement: I would like them to remove their propane tanks from my yard ASAP. They are already disconnected. I would also appreciate recognition of their poor service and lack of customer service/concern over my families safety.

Business

Response:

March 31, 2014**. [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 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.District Manager, [redacted] was able to speak with [redacted] regarding the tank removal. **. [redacted] informed [redacted] the AmeriGas tank would be removed on April 11, 2014.AmeriGas values our customers both past and present and apologize for any inconvenience 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,

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

My primary complaint was the fact that Amerigas was negligent in delivery of propane and my family was without heat for one month. This complaint was never addressed. Instead, Amerigas chose to only address my complaint about them not being able to remove their tank from my property for one month.

Review: In May of 20013, I changed gas companies. Amerigas was notified to pick up their tank on several dates and refund the balance for the yearly rental. I have notified them to pick up the tank and they have made approximately 4 dates to pick them up but never showed. Now they are sending me tank rental notices and trying to charge me late fees after I have called them notifying them I've closed my account in May of 2013. It appears that they are trying to damage my credit and refusing to close my account. They are using my back yard for a storage facility by refusing to remove their tank. I just received a letter from an unknown source that will not answer the number and can only leave a message. After talking to their personnel and getting absolutely no closure to this matter, I feel it will do no good to leave a message.Desired Settlement: I wish for them to refund my tank rental for the year which is $56.58, and provide storage payments for the use of my back yard at their late fee rate of $36.00 a month for which they are trying to charge me for storing the tank equals $396.00 totaling $452.58 . Their lack of professionalism and refusal to close my account needs to be noted so it might not happen to other people.

Business

Response:

April 3, 2014

Review: I prepaid for 200 gallons of propane, in person at the office, on January 9th. I notified the company that I was low on propane (about 13%) and that we need the delivery as soon as possible. Being that the office/station is down the road from my residence, they said they would put me at the top of the list and that we should recieve delivery within a couple days. It is now the 15th (and 9:15 at night), and we did recieve delivery earlier in the day without notice. However, they let me run out of propane. They did not call me when they delivered to do the leak test. They put in our order, then disconnected the tank and want to charge an additional $300 for someone to MAYBE be out to my residence within 24 hours to hook the tank back up and do the leak check.Desired Settlement: I feel that AmeriGas is being absurd in their charges for emergency service that might not even come. Had they given me a call when they arrived, I could have left work to meet the propane delivery driver at my residence for the leak check. Such horrible customer service is not acceptable! They need to hook my tank back up, and make up a lot of ground in the realm of customer satisfaction with me. I will not hesitate to do what I can to ruin the company's reputation in the Toledo area if this is not greatly rectified!

Business

Response:

**. [redacted],

We are currently still researching this complaint. We will respond with our findings in the next couple of days.

Respectfully,

Customer Advocacy Manager

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

I fail to believe that a customer service policy would allow the company to disconnect a propane tank (used to heat a home) in the middle of winter without calling the customer to see if they are available to do the leak check prior to a disconnect. Such a policy is unnaceptable, and will result in a negative reputation for the company. I am thoroughly unsatisfied with AmeriGas and their response, and this unsatisfactory handling of the situation will not go unnoticed in the public eye.

Regards,

Review: Amerigas, after a month in the winter, finally came to hook up the propane line to my heater. I barely used the propane heater in my 1,000 square foot apartment to keep the cost down since there is also electric heat in the apartment. A few months went by with no correspondence from them and when I finally received a "bill", I was shocked. Amerigas was charging me about $350 per month to heat ONLY the living room of a small apartment! They didn't give any information about how many gallons of propane were delivered, when they delivered and how much each gallon was costing me but the bill was incredibly high. After attempting to contact their office several times (the woman was quite unpleasant, likely because they deal with this all the time), I finally got someone to provide me the cost per gallon that I had been charged. I had to ask several times for this information and the Amerigas employee was very reluctant to tell me. After finding out that I had been charged more than twice the state average per gallon and other fees (these were not itemized at all), I was informed that because I hadn't "signed" an agreement I was charged their "winter" rate. I then asked to speak with a manager but he was "not in the office". I called back again to speak with someone about my bill and when I finally got to speak with a manager, they refused to be reasonable with the bill and only were willing to remove my "late fees". Even with that, I worked out a payment arrangement with the manager to make 3 payments but when I received the paperwork from them, he had set it up for only 2 payments. The very next day I received a collection notice from a company called ACS regarding Amerigas even despite the payment arrangement. I have unplugged the propane heater and I am moving out of the apartment since the cost of heating it with Amerigas isn't worth staying there. It was cheaper to break my lease 5 months early than to attempt to heat with Amerigas for the winter. This is the first time I've ever filed a complaint.Desired Settlement: I would like to have my bill reduced to a reasonable amount that more closely reflects the value of the product that I received. If my current bill is reduced by 40% (bringing my per gallon rate to just over the state average), I will pay it immediately in full. Thank you.

Business

Response:

{Please see attachment.}

Consumer

Response:

[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.]

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,

Review: I have propane tank that belongs to Amerigas. I purchased the home where the tank is located at in June of 2012 from [redacted] who had the Amerigas account. [redacted] left the tank and I switched gas companies around Nov. 2012. The company I am now getting gas from has told me they have contacted Amerigas several times to have the tank removed and I contacted Amerigas ([redacted] Office) around mid March 2013 to have the tank removed from the property. It has now been about 4 weeks and they still have not removed their tank from my property. I am a civilian contractor in Afghanistan and I cannot keep on top of Amerigas to have the tank removed and need the help of Revdex.com to have it done.Desired Settlement: I want to have their tank removed from my property as soon as possible.

Business

Response:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint. We are currently looking into his complaint and will provide our response as soon as we conclude our investigation. Thank you for your understanding and please do not hesitate to contact me should you have any questions.

Review: I am an ederly and can not go through another winter without heat. I was receiving gas services from [redacted] gas and was on a contract where I received reduces pricing per gallon of gas. [redacted] gas merged with American gas sometime in 2013 and I was not informed that I would no longer be on a contract nor was a given the option to sign up for a new contract with American gas. During the time period of October 2013 and January 2014 I never received a monthly bill from [redacted] or American gas. In December I received a gas delivery and the delivery person advised me that I was paying too much per gallon for gas being on a fixed income and need to contact the company. My daughter went to American gas in [redacted] NC to find out what the amount was I was paying per gallon and why I have not been receiving monthly bills which I assumed it was because I was on a contract. My daughter was informed that I was not on a contract and was paying almost $5.00 per galong for gas instead of the $2.79 I should have been paying. I contacted Elsie in [redacted] and asked her why wasnt I still on a contact and why was my gas so high, why havent I been receiving a bill for my monthly serivce, she told me to let her check on it and she will get back in touch with me. In February I received an envelope with all the monthly bills and a past due notice. I contact Elsie once again and told her I could not afford to pay $1400.00 she said she will work on getting the price reduced and get back in touch with me. I have spoken with a few of my neighbors who were also customers of [redacted] and and who were on a contract and were never notified that the contract was no longer valid and they had to pay full price per gallon. I think this needs to be investigated American gas is taking advantage of the poor and elderly. Now I'm receiving harrassing calls and I have told them several times I do not have $1400.00 to pay not to mention I have to go through the whole winter without any heat. I need help.

Product_Or_Service: Propane GasDesired Settlement: DesiredSettlementID: Other (requires explanation)

I am requesting that [redacted]/American gas company adjust my bill based on contract pricing and deduct the monthly payments that I have made and provide me a bill showing the reduced price minus my payments and I will be more than happy to pay the difference of what I would have owed if my contract was still valid.

Business

Response:

October 17, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. d/b/a Macclesfield Propane (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding her account. Upon receipt of this complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.Our records indicate [redacted] was and is not currently on a contract with AmeriGas, therefore she is being charge market rate for her propane. If [redacted] would like more information regarding our contract pricing she will need to contact her local office at ###-###-####.AmeriGas reasonably believes the explanation provided herein adequately address this matter. 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 DCustomer Advocacy Manager

Review: Company is extremely hard to contact. Usually you get a recording saying the local office is unable to take calls. You can leave a message, but I have yet to be called back after doing so.After comparing prices I found I was paying a LOT too much for their propane. I switched suppliers.Amerigas has refused to pick up their old tank which has been in my driveway for over a month. They give me a date and then don't show up and don't call. Just getting back at me for dropping them.Choose another company - any other company.Desired Settlement: Remove their tank from my driveway and credit me for the approximately 24 gallons of propane that remains in the tank.

Business

Response:

November 21, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, an opportunity to respond to **. [redacted]’s complaint regarding the removal of an AmeriGas tank from his property. 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], District Manager of [redacted], CT has made multiple attempts to remove the tank from **. [redacted]’s property. Cold temperatures in the area have caused the tank to freeze to the ground, which has made all attempts unsuccessful. **. [redacted]s will make another attempt to remove the tank on Thursday January 16th as temperatures have increased in the area

We value our customers both past and present and 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,

Review: Amerigas in [redacted] Wa set a Propane Tank and failed to inform me of installation Charges of Close to 390.00. Plus, as a consumer they failed to provide a letter as to why I was denied The opportunity too have a serviced account. instead of PRE-PAY. I have yet to see a letter of explanation. this complaint should be forwarded to [redacted] at Amerigas for review

Business

Response:

November 4, 2013

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding installation charges and payment terms. Upon receipt, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.

In July 2013 a site survey was conducted at [redacted]s’ residence. At the time the house was being remodeled. [redacted] contacted AmeriGas to install the tank and it was scheduled for September 19, 2013. When our AmeriGas service technician arrived he was unable to set the tank as the remodeling work had not been completed and was found to be unsafe to set our tank. [redacted] communicated with the [redacted], WA office via email that he had decided to use another company sometime after this date. On October 14, 2013, [redacted] contacted us again and requested we set the tank. On October 18, 2013 AmeriGas set a tank at [redacted]’s location and he was charged our standard installation fees.

[redacted] is a pay in advance customer due to not passing our credit review process. AmeriGas sent a letter stating such to [redacted] on September 30, 2013.

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,

Business

Response:

November 21, 2013

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint again regarding installation charges We have concluded our investigation and provide the following response.

We are no longer providing service to [redacted]. AmeriGas reasonably believes that this matter has been closed.

If you have any questions or require further information, please feel free to contact me.

Sincerely,

Review: We sold our house in mid June, I called amerigas to come lock the tank so that I can get my refund. They never showed up. I called again and they said they would come out and lock it. We. Moved, escrow closed, the house is no longer mine. I called today wondering where my refund is and they STILL have not locked the tank and the new owners are there using my propane. I told the lady on the phone that we want a refund from the time we moved out she told me she cannot do it. I want my refund immediately. My husband took a picture of the gauge on the say we moved out showing the percentage we had left.Desired Settlement: I want my refund

Business

Response:

August 5, 2014Dear [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.On July 11, 2014 a refund of $340.08 was issued to [redacted]. Our records indicate [redacted] has received the check. [redacted]’s account has been final billed with a zero (0) balance.We value all of our customers both past and present and apologize for any inconvenience to [redacted]

[redacted]. We trust this response addresses her concerns. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill D[redacted] Customer Advocacy Manager

Review: Company put account in wrong name. Billed the wrong bank - autopay. I paid by check. They doubled the bill. Disconnected tank of 60 years.

My name is [redacted], the Personal Representative for the [redacted] Estate at [redacted]. Amerigas put it in my name, wrong - suppose to be estate name. I put the accounts/autopay in [redacted]. I notified everyone by letter. Amerigas main company had [redacted], but smaller branch had [redacted]. Apparently they autopaid wrong account. Disconnected. Never notified me in Colorado. I found out via real estate agent. I mailed a [redacted] check confused by what happened. Called, told by parent company it was misbille3d. By then 60 year old tank was disconnected. Amerigas Parent company upset and told me they would refund the $33 charge. They ahd received the [redacted] check. I talked with [redacted] and they were not nice accusing me of not properly notifiying them. I told htem I contacted parent company and the error was with Amerigas. I was so upset I told them to leave it disconnected since house is up for sale and it is hurricane season. Several days later received a second bill for $155 with another late fee. There is a $33, and a new #36 late fee on my name. This is an estate for a dead woman. You have put things against my credit. I was told Amerigas made the error and would correct it. This is a mess. I was treated like I was the problem with Amerigas. I am in Colorado working for the State and have not a clue what is happening and I put everything in "AUTOPAY" with [redacted]. It is a $2 million house with equal accounts to pay it. This is crazy, and I hate Florida and the Keys because of this kind of attitude that the customer is wrong. I will pay and notify the attorneys with the estate that there is an overpayment and suggest the attorneys go after Amerigas for this bad business practice. This is blackmail when I did everything right, the error was Amerigas and they never notified me. Then I paid by check, then took money out of autopay, and then send more bills. That will be over $288 I will be paying for Amerigas error. So I am penalized for $288 Amerigas Error. This is crazy. Over 16 months ago there was a gas leak and it took Amerigas over 5 hrs to respond with me calling every 20-30 minutes. Colorado doesn't mess with the safeyt of customers and would have been there in 15-20 min. The Florida house would have blown up and Amerigas didn't care. That has been the kind of treatment I have been subject to all this time.

The account has to be

The Estate of [redacted]

[redacted]-Personal Representativew

work - State of Colorado, [redacted] State Park

###-###-####

[redacted]Desired Settlement: From the beginning, Amerigas had the correct [redacted] accounts and improperly bills to a defunct [redacted] (I changed as [redacted] is a 140 mile drive into New Mexico.). I have spent time and expenses trying to correct this. It is a $2 million house in an estate. I handle the estate. It was my aunt's house. Amerigas made the error. They improperly disconencted it. Caused the Florida Secretary, the [redacted] real estate agent, and the attorensy at [redacted], and [redacted] concern,

Business

Response:

August 26, 2013

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding problems she has had regarding the bill of an estate she is the executor of. Upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

After receiving this letter, our operations manager reached out to **. [redacted] directly and they have been in communication with each other. They have resolved this problem and **. [redacted] has been made aware that this account now has a zero balance. During that conversation on August 14th **. [redacted] informed our manager that she had already mailed a check to our company for $155, which we told her we will refund. As of today this check still has not posted to her account so we are still waiting to issue the refund.

We value our customers and apologize for any inconvenience we have 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,

Review: I have lived I'm the same house for ten years. There is ONE thing in my townhomes that runs off propane It is a fireplace in my living room. I chose to not use it this winter and poof low and behold amerigas is still charging usage! I live in a town home so technically I on a meter. They not only are charging me a meter reading but also charging me the payment plan charge that defaulted back I n June of 2013! O had this account paid off and they are now saying I owe over 2000 dollars Jan and feb being the highest charged months and I didn't even turn on the fireplace as it does not work poperty. When I call them all they do is day we need yo check it each in turn requires me to take s day off work and another 30 dollar charge to my account! This company did the same thing to me almost ten years ago when I girst moved in and realized that they were charging me double! Now I can't even speak to a manager I can only leave messages with no return calls or speak to a receptionist who is no help at all! Amerigas you ate crooks! I have lived in the same house for ten years and have never been charged like this! And so much for getting them to help you or even begin to see they are in the wrong! I have two witnesses that the propane fireplace was not used all winter as it was broken! But yet amerigas says my thermostat was set to 60 and continues to charge me for something I'm NOT USING! The most scandalous, unprofessional [redacted] company I have ever delt with! You won't rob me any more amerigas!Desired Settlement: I want them to write off all yhe months I have not used! That is summer months and Jan Feb March to current. I will pay Oct Nov and Dec as I know I used then. The fireplace broke mid December.

Business

Response:

May 19, 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] is a meter customer and her meter reading is showing she is using propane. AmeriGas has offered previously to meet with **. [redacted] to investigate her system but she has refused. District Manager [redacted] would like schedule an appointment to go to her residence to check over the system. In order to schedule the appointment **. [redacted] can contact **. [redacted] directly at ###-###-####.We value our customers both past and present and apologize for any inconvenience to **. [redacted]. If you have any questions or require further information, please feel free to contact me.

Review: In early November, my husband called for a propane refill to our tank. We were told "a few weeks." After waiting out the entire winter, we called to cancel the refill in early February. My husband called in the morning and was given every indication the refill had been cancelled. We needed the tank empty since we are moving it this spring. That day, magically, the tank was filled and we had a phone message waiting explaining they "didn't get the message" before putting in the propane. We never received a bill or how much propane was put in our tank. We called several times about the fact we didn't want the gas and needed the tank empty to move it. No one in management ever got back to us despite repeated calls. Every time, the secretary would say, "well, I don't know when they'll be back." Today, we received a past due notice for $387.83.Desired Settlement: We will pay the bill since there is propane in our tank. We would like an explanation of how much propane was delivered to the tank, and at how much per gallon we were charged.Finally, we would like the tank to be moved at no charge. This was the informal suggestion made by Amerigas, but we never received management acceptance of this plan.

Business

Response:

Good Day,

We are currently researching this complaint and will provide our formal response in the next week or so.

Customer Advocacy Manager

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:This was not a response or offer. The response said that they were looking into it.

Regards,

Business

Response:

From: Revdex.com of Metro Washington DC <[email protected]>

Date: Mon, May 12, 2014 at 4:26 PM

Subject: Fwd: [redacted] Complaint #[redacted]

To: [redacted] <[redacted]>

---------- Forwarded message ----------

From: Amerigas Customer Advocate <[email protected]>

Date: Mon, May 12, 2014 at 4:22 PM

Subject: [redacted] Smith Complaint #[redacted]

To: "[email protected]" <[email protected]>

Cc: "[redacted], [redacted]" <[redacted].[redacted]>, "[redacted], [redacted]" <[redacted]>

[redacted]—

Attached is our official response to [redacted]’s Complaint. Please do not hesitate to contact me should you have any other questions.

Respectfully,

AmeriGas Customer Advocate

[email protected]

Phone: ###-###-####

Review: We were charged for a propane delivery that we never received -- which we didn't request in the first place. We pay before purchase and call when we need propane. There is a charge for 25 gallons of propane that we were randomly billed.

We have called about this error but have received our third bill for this mysterious 25 gallon delivery. The person we spoke with confirmed that we had had no such delivery.

This is not the first billing error. The first time it was a billing error for $900+ and took three months to correct - not to mention fighting to get late penalties taken off of the bill that we never owed.Desired Settlement: We want a corrected bill sent for our records.

Business

Response:

From: [redacted]

Date: Mon, Mar 18, 2013 at 3:17 PM

Subject: [redacted], Complaint No. [redacted]

To: [redacted]

[redacted]:

Attached is our response to the above-referenced consumer complaint. If you have any questions or require further information, please feel free to contact me.

Regards,

UGI Corporation

AmeriGas Propane, L.P.

Heritage Operating, L.P.

Review: I stopped using AmeriGas due to poor service in early January 2014. I switched to a different propane dealer. That dealer moved AmeriGas' tank over to the edge of my property to await AmeriGas picking up their tank. It is almost a year later now, and they have never removed their tank from my property. I have called and reminded them to come and remove the tank, but they have ignored my requests.Desired Settlement: I want AmeriGas to remove their propane tank from my property.

Business

Response:

December 16, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding a tank pick up. 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 retrieving the propane tank from [redacted]’s property. We picked up the tank on December 12, 2014. There was not any propane left in the tank, therefore, [redacted] is not due a refund. [redacted]’s account will be closed out 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 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

Review: After several contacts to [redacted] Propane to explain the charges on my gas bill, they keep changing their story saying that one of the payments made several months ago was applied to a "deposit" to my account. When I initially started with them in August, 2013, I specifically gave them 2 separate checks: one to strat the service and another one for $150 that was going to the deposit. I never received correspondence from them indicating that they required an additional deposit. The 2 checks provided to them in August, 2013 they deposited them 4 months later, causing my account to be overdrawn and incurred several charges from my back. After that situation, when I received my first bill from them in Jan, 2014 it was for $9.99 and I immediately paid for it. the following monthm the bill was $288.00 and I paid it in 2 installments: 1 payment being $150 and the rest was paid the following week. Well, they are not alleging that the $150 partial payment was applied toward the "deposit", not toward the gas bill. I repeat, I never received a bill for additional deposit. For the next 5 months, never did I receive an overdue payment and I paid all of the invoices in full as they came. They never reflected a balance due from the previous month. This month the payment due is $39.99 and I keep getting threatening calls indicating that the bill is past due for $189.99- where they are adding $150 in some bogus charge.

I have called several times this week in an attempt to resolve this matter and speak to a different person. Every time I get a different version of my charges.Desired Settlement: I would like to have my acccount back to the same terms and conditions as I had in the past, without having the additional $150 "deposit" charge that I was never aware of. I just want to pay my monthly gas bill without having to go through hoops and having to call their offices asking for explanation of the bill.

Business

Response:

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

Consumer

Response:

[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.]

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,