AmeriGas Propane LP

Review: On March 5, 2014 ,to my surprise, a truck showed up and "topped-off" our propoane tank. I did not authorize this service and the tank was already more than 30% full (~150 gallons) and with the warmer weather coming, we did not need the gas. The bill has a wapping $4.14/gallon rate (showing $1776 which I don't see how it gets there) and they added another 200 gallons that I did not need nor authorize. At best, this is an unacceptable business practice and at worst - extortion.Desired Settlement: I have reached out repeatedly to the local office and [redacted] to either cut the rate to an acceptable level (minimum what I paid less than 1-2 months ago) or come and swap out the tank with one that has 150 gallons in it like I already had.

Business

Response:

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,

Review: I ordered 200 gallons of propane from Amerigas,and for the 2nd year in a row when they delivered they gave me 400 gallons and then came up with an excuse on why it happened.The 1st time it happened I ended up paying for the extra in monthly installments.the 2nd time it was agreed they would lock out the tank at 40% (per Melanie at Amerigas) and then when I ordered later in the year they would come back and unlock.I then asked for a corrected bill and a letter stating that this is what was agreed upon. the only thing I received was a summation bill.I never received the letter.I have asked several times for a detailed bill and never received. I didn't want to pay until I had a correct bill, because it would mean I agreed.They called me back on different occasions and I told them I need a proper bill that tells me what I'm paying for and each time I get a summation bill with no details. They then came and locked out my tank.ON May 5 Alice, called me and offered to lower the price of my 400 gallons to 2.099. I said ok but I need a bill stating that before I pay, she said she could hand write one and fax to me which she did because it would take to long to go thru corporate, and I have it.The letter states they needed full payment to unlock my tank and they needed it today,which wasn't stated on the phone.when I called back , I said I would pay the half like was originally agreed upon, and then pay the rest later like was agreed upon and then the tank could be unlocked. Alice then stated NO, your not going to pay and we are coming to get your tank.I told them I was following the original agreement with Melanie. She said no we are coming to get your tank. I have a picture of the gauge on the day they came to pick up my tank and it was at 45% ,which means they locked it out before I reached my 200 gallons that I ordered. (175 used). They have called for payment and I keep asking for a detailed bill on what they charged for and can't get one,also due 100 credit for referring. put on my cr report now.

Product_Or_Service: PropaneDesired Settlement: DesiredSettlementID: Other (requires explanation)

Charge me the 2.099 for the 175 gallons that they offered. subtract the $100 for referring a customer, take off the late charges and have it taken off my credit report. This was their mistake (2 years in a row) and I can never get a detailed bill like I have asked from them numerous times and their corporate AP dept. I don't know why I should be penalized for their mistake and for them making it my issue, when it was theirs. off my cr report b

Business

Response:

November 10, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding his account. AmeriGas takes any complaint 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.We have no record indicating [redacted] referred a customer to AmeriGas, therefore no referral credit was applied to his account. [redacted]’s tank was overfilled and an agreement was made to lock off the tank once he used the needed gas. [redacted] would then pay for the gas used and his account would be credited for the remaining unused gas. [redacted] never paid for the gas used totaling $768.25. The tank has been removed from [redacted]’s property and his account has been final billed. On two separate occasions our service technicians noted the tank was at 40%, not 45%.We value our customers both past and present and apologize for any inconvenience to [redacted]. AmeriGas reasonably believes the explanation provided herein adequately addresses this matter. If you have any questions or require further information, please feel free to contact me. Sincerely, Jill DCustomer Advocacy Manager

Review: Did not receive bill so I called Americagas in [redacted] and was told I had a $250 credit. I did not receive bills for the spring months so I called again to check if I needed to make a payment. That is when I was told I had a $1400 bill. I explained to Ann, the person who picked up phone at the local Amerigas. That did not sound right and she responded that they had been under charging us for several months. She also mentioned starting a payment plan and I told her I would call her back. We have a very small home and we have never paid this much in all the years we have had propane(since 2007). I called the 1800 number on the back of the bill that I received a week later, after talking to Ann, to see if I could speak someone who was willing to help. The lady at the corporate number said something looked wrong and would have a manager call me back the next day. She also said she would make a note on my account to not disconnect while in dispute. I never got a phone call from any manager. I decided to start a payment plan for $200 a month in good faith, I also made a payment to my current bill which also sounded high, all in good faith. I got a PAST DUE bill with 2 late fees and I called again. Then last week I got a demand letter from a collection company. Called Ann again to see what happen, I was never told I was going to get sent to collection and I'm making payments. She said the payment agreement is not formal and not to worry about the collection letter that it was just a scare tactic. Ann told me to start reading my own meter and my meter read last time was 1201. I checked the meter and its at 1191, I called her back to inform her the read was lower then the 1201, I asked her that I wanted to schedule a time for the meter reading to come out when I was here, she said she could not do this and would have someone call me back. That never happen, no one never came out, so again I am getting billed for an amount that is way to high for my home.Desired Settlement: AmeriGas has the responsibility to give customer service to a long time customer who has always paid their bill. I've felt no desire from the Amerigas staff to correct this problem. I want to see how they came up with A $1400 bill, when I go online the billing starts in June so I cant even see how they came up with this number. Take my account out of collection and if any report has been made to my credit report to be retracted/cleared. PLEASE EXPLAIN HOW MY LAST METER READ ON 8/31/2014 WAS 1201 BUT THE CURRENT METER READ ON 9/15/2015 WAS 1191. TODAY 9/25/2014 THE METER READS 1192. I want my bill to be adjusted to the correct amount.

Business

Response:

October 20 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]s complaint regarding billing. 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] asserts we have incorrect meter readings and balance for her account and she makes monthly payments of $200.00 towards her account. AmeriGas District Manager, Ron G[redacted] went to the residence a couple of times to read the meter to verify the accuracy of the estimated meter readings. Mr. G[redacted] was greeted by a dog and was unable to check the meter. After a few attempts, a male did answer the phone and was able to get ahold of the dog owner so Mr. G[redacted] could go and read the meter. On October 14, 2014, Mr. G[redacted] was able to accurately read the meter and a credit of $84.78 was placed on [redacted]’s account.Mr. G[redacted] has been in contact with [redacted] and explained her account balance is high due to the inconsistent payments on her account. We have removed late fees but she will continue to receive collection notices until her account becomes current. Below is the breakdown of her account history. Currently, [redacted] has an account balance of $1529.94. Mr. G[redacted] has offered to remove the meter from her residence and have her become a customer whom receives regular deliveries. She advised she would speak with her husband and call him back. We value our customers and apologize for any inconvenience caused to [redacted]. In light of the foregoing, we reasonably consider this matter resolved.Sincerely,Jill DCustomer Advocacy Manager

Review: I had filed a complaint on 7/10/14 ID [redacted] I have not received a refund on the gas that was in the tank when Amerigas took or stole our 500 gal propane tank. the tank was appox. half full. I have been dealing with the local office and had been assured the refund was being processed. I searched my emails and found one that said they wanted more info. within 10 days. You all closed the matter since I never responded. I did not read this email until to day. It has been many days past. However I was in constant contact with the [redacted] office and told everything was being taken care of. a brief summary of what they did ( my wife and I purchased my parents house appox. 3 years ago. There was a 500 gallon propane tank on the property and had been there for at least 20 years (same tank). I assumed my parents owned it. In June or July of this year the tank disappeared I reported it stolen the tank was half full of propane. The tank was taken by Amerigas who said they owned it. Since then I have been trying to get them to refund the gas that I had purchased from a local company. I have been in contact about every week with the local company who said I should receive a check from corporate head quarters any time now. Talking with other people it seems this company is vary unethical. Sorry I had to refile but I have not received a refund.Desired Settlement: I want the cash equivilent of the gas that I had purchased (. 225gal.) that was in the tank that Amerigas took. I do not want then to charge a fee for pumping it out or transporting it I want the exact amount of what was taken.

Business

Response:

September 26, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’ complaint regarding a refund. Upon receipt of this complaint, we investigated the allegations contained therein. We have concluded our investigation and provide the following response.On September 24, 2014 a refund of $501.73 was issued to [redacted]. [redacted] should allow a couple of weeks for the check to arrive. [redacted] account has been final billed with a zero (0) balance.We value our customers both past and present and apologize for any inconvenience we 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,Jill DCustomer Advocacy Manager

Review: This company has failed to correct a billing issue. They have been called more than a handful of times and they tell me they will fix the bill and that we are all set, yet the bills keep coming. They have been calling and sending certified mail. They set us up in a payment plan for the season of fuel and have sent us two bills every month, since. One is wrong and we're told to ignore it. They have now sent us to collection and we don't owe them for any fuel per my phone conversations with them. Why would I pay them to create a credit they have to give back to me? Yet still the calls and mail comes to us. Also, the collections company is now calling. I don't know what to do now. I have paid for our fuel. What else would I need to pay them for?Desired Settlement: They straighten out our bill and clear our account. They make sure the collection company is notified and there is nothing related to their error on our credit report.

Business

Response:

{Please see attachment.}

Review: In late January, 2014, I contacted AmeriGas to terminate their services as a propane provider for my residence due to poor customer service and their prices being out-of-line with other providers. I was told then that their tank would be automatically picked up at a later date. Since then, I have made NINE phone calls to the AmeriGas office in [redacted], Ohio to make appointments to get their empty tank picked up from my yard. A total of EIGHT appointments have been set for pick up and none of those EIGHT appointments were kept (no one showed up). Their tank is still sitting in my yard 6 months later. Each time I called, the Customer Rep repeatedly apologized and made excuses for why their tech never showed up, and PROMISED that they would get someone out to pick up the tank. Their customer service is awful.Desired Settlement: Get the empty AmeriGas tank out of my yard!!

Business

Response:

We are currently researching this complaint. We will respond as soon as possible and apologize for the delay.

Thank you,

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, [redacted]

Business

Response:

July 30, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L. (AmeriGas) an opportunity to respond to [redacted] complaint regarding a tank removal. AmeriCas 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.On July 22, 2014 the tank was removed from [redacted] property. We do apologize for the delay regarding the tank removal and as a courtesy; our standard removal fee has been waived.We value our customers both past and present and trust this response addresses [redacted] 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.Jill D[redacted] Customer Advocacy Manager

Review: My parents moved into an over 55 community almost 3 years ago and their primary source of heat is gas. The association has an agreement with Amerigas to bill $3.00 a gallon. Billing was fine for the first 6 Months and then it went to almost $5.00 a gallon. I contacted company and they stated that we needed to sign a new contract to set it back to $3.00. They gave us an amount to pay and sent out a new contract. We received contract and when we received the bill we were charged a late fee of $35.00. I called the company and they removed the fee and all was well for 6 months. Then once again we had the same problem again only this time it wasn't resolved and I had to keep calling. We kept getting over charged every month and I had to call. I finally found another gas company and I requested a final bill faxed. When I received fax an amount was circled and I sent the check and requested them to pick up tank. This was back in January and they still have not picked up the tank and we keep getting a bill with late charges. I called customer care because I am getting no where calling local office and they stated that they would have manager of that location contact me. I was contacted by Amy and she stated that we paid the wrong amount . I explained that I received a fax with the amount circled from one of her employees and that is what we paid. She said it was an error and that she would have someone pick up tank and credit us for the remainder gas and we will consider it a wash for all the trouble. This was in March and tank has not been picked up and we have received another bill with another late charge. I once again called Customer Care and it's been a week and no phone call. I have power of attorney for my parents and they are both over 70 with medical issues and they are Portuguese and don't understand English very well . I have requested they don't bother my parents and they keep calling them and getting them upset over the past due bill. Another customer that lives in the same community is also having the same problems with Amerigas and I feel they are taking advantage of these Elderly people who are on a fixed income. .Desired Settlement: want the bill adjusted

Business

Response:

May 27, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas) an opportunity to respond to [redacted]’s complaint regarding his parents’ 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.The tanks located at **. [redacted]’s parents’ residence have been picked up and all late fees on the account have been removed. The propane left in the tank will cover some of the account balance and AmeriGas District Manager [redacted] will issue a credit for the remaining balance leaving the account with a zero (0) balance.We value our customers both past and present and apologize for any inconvenience to **. [redacted] and his parents. 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,

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:

Review: When I called to request gas tank to be picked up and account to be closed these company failed to issue me a refund check for half of tank that was filled by me the landlord. They advised me my previous tenants left owing them money and that they would go after my tenant and at the end they didn't do this. They took my money and pay themselves for money owed by other people. After several attempts to collect my money they just kept on making excuses not to pick up my tank and not give me a refund. This people are thieves.Desired Settlement: I wish for them to go pick up their tank, close my account and refund me for what was left in the tank which was 50% of gas.

Business

Response:

December 8, 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]’ complaint, we investigated the allegations contained therein and provide the following response based on our findings.[redacted] was credited for the gas in the tank when her tenant [redacted] originally moved into the property. [redacted] was then billed for the gas, and for the additional delivery she received. Upon leaving, [redacted] did not pay for the gas, therefore when the account was closed the gas remaining in the tank was used towards her balance due. [redacted] did not pay the balance on [redacted]’s account nor for the gas [redacted] ordered, so no refund is entitled to [redacted].We do apologize for any inconvenience we may have caused [redacted] and trust this response addresses the allegations in her complaint. 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: Amerigas wants to charge me $140.00 to pick up a propane tank that THEY own and that I have been paying rent on for the last 15 years! Over these years I have paid $1170.00 in total lease payments. We switched gas companies because for the last 5 years we have had nothing but trouble with Amerigas!Desired Settlement: I want Amerigas to come and remove their property from my property AND refund me the money for the remaining gas in their tank that I have ALREADY PAID for!

Business

Response:

December 5, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted]’s complaint regarding tank removal. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of her complaint, we investigated the allegations contained therein and provide the following response based on our findings.[redacted]’s complaint has already been resolved at the district level. Her tank has been removed and as a courtesy to her for her years of patronage we waived our standard fee.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: In June, I called to have our pool heater propane tank filled. When I received the bill there was a rental fee attached. When I inquired about rental fee I was told that was a fee charged to everyone, I decided at that time to have the tank removed. Asked them to come and pick it up. Two weeks later called back, talked to a different person, I was told there should have been no rental fee charged, since it was filled every year. We had already given away the heater for pool and told them to come get the tank anyway. Was told at that time not to pay the bill until tank was picked up and price was adjusted since tank was only used for a week. Pick up was scheduled for the following Wednesday, however the tank was never picked up and is still in my yard. I have called repeatedly since June (on average twice a month) with no pickup yet. Last month I asked for a phone number to a supervisior to resolve this problem. I have called him twice both times speaking with the secretary and still no response and the tank is still in my yard. She also informed me they will now charge to pump out the tank. I have now been turned over to collections. The calls are borderlining harassment with several per day and multiple bills every month. I would pay the bill if I thought a refund would ever come, but after 5 months of trying to get them to collect their equipment, I know a refund of extra propane would take another 5 months or longer!!Desired Settlement: This has been a 5 month problem for us, I would like Amerigas to come get their equipment out of my yard and stop calling me!! I think any remaining bill should be theirs not mine at this point.

Business

Response:

December 3, 2014Dear [redacted]:Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to [redacted] complaint regarding her account. AmeriGas takes any complaint we receive seriously. Therefore, upon receipt of [redacted] complaint, we investigated the allegations contained therein and provide the following response based on our findings.[redacted] tank has been removed from her property. Credits totaling $306.84 have been applied to [redacted] account and her remaining balance due is currently $123.63.We value our customers both past and present and apologize for any inconvenience to [redacted]. AmeriGas reasonably believes the explanation provided herein adequately addresses this matter. If you have any questions or require further information, please feel free to contact me.Sincerely,Jill DCustomer Advocacy Manager

Review: There should be no sales tax charged on propane gas for a single family dwelling that serves as a primary residence. I was unaware of this fact and Amerigas aka Pro-flame has been charging sales tax my gas purchase. When I discovered sales tax was being charged, I called to inquire why and I want the tax I was charged refunded to me. Amerigas told me, I never filled out the tax exemption form, which was the reason I was paying the tax. BE AWARE, if you do not know you're exempt, they will not inform you of this fact and you will be charged sales tax. When I spoke to the representative, was told I dont have the tax exemption form on file, but I was never given one to fill out when the technician that came to turn the gas on . I pointed this out and they said they email the forms. I asked them what email address they have one file, they didn't give me an answer.Desired Settlement: I what what I paid in taxes refunded and the State of California to look into the unethical and Fraudulent practice of charging consumers sales tax on a commodity that is exempt from taxation.

Business

Response:

We are currently working on a response/resolution and will respond in the next couple of days.

Thank you.

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.]

When I spoke the Amerigas representative on this matter, they only offered to give me a 30 dollar credit and they stated they would not refund the sales tax I was charged. If their office offered me the refund, I would have not filed this complaint.

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: Lack of customer response and service, company ignores our calls for propane delivery and does not answer phone.

I need to register yet a complaint at the Pioneer Propane office in [redacted], AR.

My husband and I both called that office over a week ago and left a message that we were at close to 10 percent in our tank, and we got zero reply. We called again last Thursday, by then we were down to five percent. We were told that a driver would deliver 100 gallons on Saturday.

Saturday afternoon I witnessed a Pioneer propane truck come up our street, and they did NOT fill our tank.

We are now completely without heat and will be without heat until somebody at that office finally decides to fill our order.Desired Settlement: We want them to deliver propane to us, as we have asked... we are out of heat. We also want the problem with the phones not being answered or our orders being processed solved once and for all.

Business

Response:

February 21, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. d/b/a Pioneer Propane (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding a delivery and unanswered phones. 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] received a delivery of 105.2 gallons on February 9, 2014. We recognize even though we increased staffing to handle the tremendous volume of calls coming to our locations, some customers experienced difficulty reaching their local office, and even our national customer care line. There was a higher influx of calls than normal from our customers concerned about having enough propane in their tank to heat their homes.

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,

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 thank Amerigas for sending a form letter reply and apology.

However, the issues I had complained about which include communication issues, high pricing issues and supply issues still are in place and have not been resolved to the best of my knowledge. It is true that we did finally receive a delivery for propane late on Sunday, but it meant being without heat for 2 days and also a lot of aggravation. In addition, Amerigas was charging anywhere from 1/4 to 1/3 more than competing companies in the area.

Amerigas claims to take any complaints by its customers seriously. IF this is truly the case, then it must do better in regards to:

– High prices, that are higher than competitors in the area

– Supply issues

– Lack of communication at the [redacted], AR local office

In addition, we have experienced problems in the form of unexpected fees being charged to us, without our consent or knowledge that we have had to complain about. The local office was kind enough to remove the last charge, but all-told, the Pioneer Propane office in [redacted], AR has been incredibly faulty when it comes to communicating and even answering the phones. My husband and I have had to even go so far as to close our businesses, drive out to [redacted] (which costs us an hour of our time), just to be greeted by less-than-friendly staff who reluctantly "put us on the list" as if this function of their job were akin to medieval torture. That is not right.

I therefore reject this response and pray that Amerigas will resolve the pricing issues, problems with communications, and less-than-friendly staff at the [redacted] office in an honest, actual effort to solve this problem... beyond the scope of a nonpersonal, standard, copy-paste form letter to get the Revdex.com off their back.

Regards,

Business

Response:

February 28, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. d/b/a Pioneer Propane (“AmeriGas”) an opportunity to respond again to **. [redacted]’s complaint regarding higher pricing and supply issues. AmeriGas takes any complaint by its customers seriously. Therefore, upon receipt of **. [redacted]’s complaint, we investigated the allegations contained therein and provide the following response based on our findings.

AmeriGas always strives to be competitive in our pricing. However, since propane companies are not required to post or advertise their propane rates publicly as do gasoline stations for instance, we are not always fully aware of what price our competitors are charging for propane at any given time. If any of our customers bring a pricing issue to our attention we try very hard to be competitive by verifying their information and lowering the price as much as feasible to be in line with the competition. Increases in propane prices are due to the increased wholesale costs and the costs of transportation as we are re-directing supply across the country to ensure all customers have adequate supply. We will always work with our customers to make sure they are getting the best value, uninterrupted deliveries and quality service at a fair price.

We offer payment options that allow our customers to balance out the impact of higher than normal heating bills. These payment plans can be arranged for **. [redacted] by calling her local AmeriGas office at (870) 741-3837.

According to the Energy Information Administration (EIA), the demand for propane was at the highest level ever recorded for November and December. This was followed by extreme cold in late December and early January, impacting the majority of the country. These prolonged and sometimes extreme winter weather conditions certainly presented some unusual supply and demand challenges for the entire propane industry.

AmeriGas is not in any way responsible for the propane shortage currently affecting our country. AmeriGas has propane and will act decisively to address supply shortages in any given area. During times of supply shortage, rest assured while the propane industry is experiencing supply interruptions this season due to unusually cold weather and high demand, AmeriGas has significant resources to ensure our customers are warm and comfortable.

We value our customers and apologize for any inconvenience we have caused to **. [redacted]. In light of the foregoing, AmeriGas reasonably considers this matter closed. If you have any questions or require further information, please feel free to contact me.

Sincerely,

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:

Again I have to dispute the claims made in the response by Amerigas. As there are several statements in this letter that from my experience with Pioneer Propane in [redacted], AR which is owned and operated by Amerigas, I believe to be false.

"?Amerigas always strives to be competitive in our pricing"... I find this to be untrue. When we called the [redacted] office, we had also called every competitor in the area to get price quotes. We found that the quote from Pioneer Propane was the highest, from anywhere from 1/4 more to as much as 1/3 more than everybody else. This is not 'competitive pricing.' When we informed them that everyone else was charging less, they did nothing to match or reduce the price of the propane while we were on the phone with them. Therefore I have to conclude that this statement is false.

"If Any of our customers bring a pricing issue to our attention we try very hard to be competitive by verifying their information and lowering the price to be in line with the competition"

Amerigas has yet to do this with us. We have not received any form of communication from the company in terms of pricing. All that we have had offered to us in this latest response is a "payment plan" which does not include informing us what the current cost of propane is, how much of a reduction in the charge to meet or match the competition they will give us, and an accurate, real-time price quote. So this statement is false as it pertains to our situation unless and until Amerigas actually contacts myself or my husband with a rate for propane that matches or comes close to the competition. So far, they have not done this.

"Amerigas is not responsible for the propane shortage"... understood. However, Amerigas *IS* responsible for communicating with it's customers, and delivering propane on time and scheduling properly. This past delivery we were told that we would get our propane on Saturday, and were assured that there was no shortage. Since there was no shortage, it can only be assumed that Pioneer Propane did not do it's job in ter** of communicating with us as customers or even scheduling a delivery properly, otherwise we would not have gone without heat for almost 2 days while waiting for our propane to be delivered when scheduled.

"Amerigas takes it's customer complaints seriously".... if this is true, then why is there nothing at all in the correspondence addressing the communications proble**, bad attitude and scheduling issues at the [redacted], AR Pioneer Propane office? Surely if they took my complaint seriously, they would have mentioned something about these issues...

Regards,

Business

Response:

March 4, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. d/b/a Pioneer Propane (“AmeriGas”) an opportunity to respond again to **. [redacted]’s complaint regarding higher pricing and supply issues. AmeriGas takes any complaint by its customers seriously. AmeriGas’ position on **. [redacted]’s complaint remains the same.

We apologize we are unable to satisfy **. [redacted]’s needs, if she would like to discuss purchasing her tank from us she can contact District Manager, [redacted] at ###-###-####.

In light of the foregoing, AmeriGas reasonably considers this matter closed.

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:

Amerigas still has not addressed or even discusses the issues that I mentioned in my second response. I therefore do not consider this matter closed, or resolved. Despite what Amerigas thinks.

Regards,

Review: The tenant in the rental unit I own cancelled her service with Amerigas in May of 2013. She notified Amerigas that she was discontinuing service and they should come pick up their tank. They did not pick up the tank. I have called them several times and emailed them multiple times, and here it is February 2014, and the tank is still on my property.Desired Settlement: At this point, I feel like Amerigas should be paying me rent for storing their tank for the last 8 months, but if they would just come pick it up I will waive the rental charge.

Business

Response:

February 13, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas) an opportunity to respond to **. [redacted]’s complaint regarding a tank removal from her rental 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.

AmeriGas representative, [redacted] has been in contact **. [redacted] discuss her concerns with AmeriGas and scheduled the tank pick up for February 13, 2014.

We value our customers both past and present and apologize for any inconvenience we have caused **. [redacted] and her tenant. 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,

Review: OVER CHARGED AGAIN, Ran out of fuel. doesn't responded to first phone calls for over a month or more. Never responded to the second phone call as of yet.Desired Settlement: Want charged for the price for owning my own tanks for the last couple of months that they over charged me for my fuel, and I want the $25.00 credited for letting me to run out of fuel again for the second time. I would also like to a phone a call to resolve this problem.

Business

Response:

January 16, 2014

Dear **. [redacted]:

Thank you for giving AmeriGas Propane, L.P. (“AmeriGas”) an opportunity to respond to **. [redacted]’s complaint regarding billing issues. 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.

A recent review of **. [redacted]’s account indicates she was credited on December 31, 2013 for 24.9 gallons of propane ($32.87). Additionally, we have sent her a $25 coupon to be used on her next propane delivery.

We value our customers and sincerely apologize for any inconvenience we have caused to **. [redacted]. We trust that this response addresses her concerns. If you have any questions or require further information, please feel free to contact me.

Sincerely,

I spoke with a front office staff in their Overgaard Arizona office about Propane Rates. After asking why their Rates were still over $3.00 a gallon (my last Bill was 3.37), when the other Propane companies in 50 mile radius that I talked with were below $2.30, was told that the Corporate sets the Rate [in another State]. However, if I were to bring in a quote from another Propane company that they would match that Rate.
And then when they came and emptied my propane tank they charged me a $1.00 per gallon restocking Fee. How do you restock propane?
How can a company expect to maintain customers if they over charge by around a dollar a gallon? But then will match another company Rate if you bring in a quote.
Just does not seem like a way to do Business.

Review: Amerigas has been sending me invoices for over a year now saying I owe them money.My account Never allowed me to get any services I didn't prepay for.They charged me a fee apparently for coming out to check if there was a leak since I called and said I smelled gas. The person I talked to said I wouldn't be charged and he would check it out but it was most likely because my tank was really low. After this at sold point I needed a fill which I paid for and my account was then at zero.I used almost all of my gas and switched to natural gas I then called to have the tank taken away.I got bill after bill saying I had a charge ....I called to see why and they claimed (after having no idea and getting back to me) that a couple days after I ordered 200gallons I was charged for not ordering 250 gallons I said this is ridiculous take it off.They took 5 months to take the tank off my property despite a few phone calls to do so. I continued to get bills.I currently called to see why now my bill is up to $502 w late fees. The bills do not state what the original fees are for. Now they say its for a $150 charge originally that I had when they checked their tank after I smelled gas..... Yet before they had said it was the other fee.They now owe me for storing the tank on my property. I talked to a rep and he says he'll take fees off if I pay $150 something and I told him I owe them nothingWithin this time span somewhere they "accidentally" took my tank once when they had a mistake with my name on my account in the middle of winter that had 25% gas in it. I have a young child and it was 20 degrees out. They returned it and admitted it was their mistake.Desired Settlement: I want them to stop billing me and take it all off my bill and leave me alone

Business

Response:

To date, **. [redacted] has not paid the leak test charge fee originally invoiced on April 23, 2012. However, as a courtesy to **. [redacted], we did waive the $39.99 service dispatch charge for tank removal which was credited to her account on October 12, 2013. As of today, she still has a balance of 498.40.

We apologize for any inconvenience to **. [redacted] and trust this response addresses her concerns. If you have any questions or require further information, please feel free to contact me.

Sincerely,

Review: I contacted the company on October 11, 2013 to cancel service and to have their propane tank removed. I was told that they would be there within 2 weeks. I have made numerous attempts to contact the company, most recently 2 weeks ago, to no avail. The tank is still sitting in my yard and it is now going on 7 months. I have email verifications from their customer service since I did a majority my contacts with them through the web address.

Also, I am still receiving a bill from them. When I called to question it, I was told that I would continue to be billed until the tank is removed. I said I've been waiting 6 months, at that point, to get it removed. I just get I'm sorry and we will send a message to the manager. Not acceptable.Desired Settlement: Remove the tank and credit the account.

Business

Response:

July 3, 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 May 16, 2014 the tank was removed from **. [redacted]’s property. We apologize for any inconvenience the tank removal delay has caused **. [redacted].In light of the foregoing, AmeriGas reasonably considers this matter resolved. If you have any questions or require further information, please feel free to contact me.Sincerely,

Review: Amerigas continues to send bills for services they have not performed. I do not use gas anymore and haven't in almost two years. I requested to be on a "will call" status over a year ago, but they continue to send bills to me. I recently requested to cancel all services with Amerigas and thought everything was handled. I received another bill with a late charge about a week ago. I have received notices from collection agencies requesting payment for Amerigas. I have spoke to several people at customer services and no one can seem to resolve this problem. I am sick of this company and never want to do business with them again. I want this issue resolved, but Amerigas doesn't seem to have anyone competent enough to do so. I have never had this problem before and have never had to file a complaint with any other company. I don't know what else to do.Desired Settlement: I want nothing from Amerigas but to cancel all services and stop contacting me with bills and late fees.

Business

Response:

From: Revdex.com of Metro DC and Eastern PA <[email protected]>

Date: Fri, Jul 12, 2013 at 9:44 AM

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

To: [redacted]>

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

From: Amerigas Customer Advocate <[email protected]>

Date: Fri, Jul 12, 2013 at 9:18 AM

Subject: [redacted] Complaint #[redacted]

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

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

Please accept the attached letter as our official response to [redacted]’s Complaint. Do not hesitate to contact me should you have any other questions.

Sincerely,

AmeriGas Customer Advocate

[email protected]

Phone: [redacted]

Review: We became Amerigas customers by default when our original supplier, [redacted]s went out of business about one year ago. We have been trying to resolve several issues with Amerigas for months and we contacted the Revdex.com before and were given a claim number of #[redacted]. Amerigas inherited a credit balance on our account of over $300 and our first contact with them was last September when they made an unscheduled delivery of fuel to us that was not needed. We called them to complain about the delivery and the "normal" charges on our bill we had never seen before. We requested then that they deliver no more fuel unless we called for it. In early December they once again made a delivery despite our not having used any fuel. We could not refuse payment because they already had our credit balance. We called again and asked that our account be closed, our remaining balance refunded and were told that they would charge us to remove the fuel from our tanks before they could pick them up. Our best (only) alternative was to use up the fuel which we did by March 1st. They also sent us a bill for "equipment rental" despite our never having paid any rental before. After they picked up the tanks on April 3rd we received a "final bill" for $9.31 which included a $39.99 charge for "service termination". We feel that their service has been misrepresented, their fees inflated and their goal to abscond with our money. Can you help. please?Desired Settlement: Amerigas inherited a large number of customers from the [redacted] area when [redacted] left. Many of them are friends, neighbors and relatives. Nearly all of them are unhappy with the way they have been treated by Amerigas. [redacted] and I feel we are owed a refund for at least some of our money due to the unnecessary deliveries and charges. We are glad that the equipment is gone and our new service is scheduled to be installed on April 17th. The man who removed the equipment was very helpful and courteous but our dealings with Amerigas representatives have been much less than satisfactory. Please have Amerigas send us a refund check for $150 as soon as possible. Thank you, [redacted]

Business

Response:

From: Amerigas Customer Advocate <[redacted]

Date: Mon, Apr 22, 2013 at 4:13 PM

Subject: [redacted] Complaint #[redacted]

To: "[redacted]

Cc: [redacted]

Please accept the attached letter and terms & conditions as our official response to the complaint filed by [redacted]. Do not heistate to contact us should you have any other questions regarding this matter.

Respectfully,

Field Service Center Relations Coordinator

Review: My husband and I have been attempting to purchase our inground propane tank for roughly 3+ years (calling quarterly). We have been actively persuing this request for 3 months with weekly calls to the 800 and local offices. We have been given the run around for the entire time. Each time the company states they will get back to us and when someone finally calls back we get a story that they will pull our file and get us information but nothing ever comes.Since our active persuance of the purchase our tank has been filled twice when it is roughly at 50% totaling roughly $1,500. Typically the company will not fill again until the previous invoice has been paid. We feel they are trying to squeeze as much money out of us as possible before getting us any purchase information. We have still not received a quote for our tank and are forced to continue to pay higher prices on propane costs with leasing the tank as opposed to only paying a fraction of the cost if we owned the tank.They have been price gouging consumers for years. I was told at one time that they are only supposed to charge a $.30 dirrence between owning verses leasing. This has not been the case. We are unable to use another company as we do NOT own our tank. We are being kept a prisoner to their prices with no way out until we are able to buy our tank.My father owns his tank and purchased his propane from another company at $1.79 a gallon. We are paying $3.79 per gallon.Our next step is to contact the Attorney General's office regarding the matter.Desired Settlement: We would like to get a (REALISTIC) quote from Amerigas for the purchase price of our (used)tank which is now approximately 7 years old. (Not new tank pricing as we have been paying towards that for 6+ years now.)We also would like our balance owed to Amerigas to be expunged due to the lack of action on their part and due to the fact that we would not have incurred those costs if we owned our tank. (They have been overcharging for years.)Currently a NEW in-ground tank is approximatley $2,000.

Consumer

Response:

From: Revdex.com of Metro DC and Eastern PA <[email protected]>

Date: Tue, Mar 19, 2013 at 9:30 AM

Subject: Fwd: Case # [redacted]

To: [redacted]

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

From: [redacted]

Date: Tue, Mar 19, 2013 at 6:06 AM

Subject: Case # [redacted]

To: [email protected]

[redacted],